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  • HORRIBLE Quality and Customer Service! My issue is not with the store on Bell Road but with their Service & Repair Dept and the Protection Plan from Ultra Shield they sell. After our house fire we purchased almost an entire home of La-z-boy furniture ($15,000) because it is one of the few places that still is made in America. I am sad to say the quality of the furniture has declined horribly since my parents generation! Within a few months-the recliner chair we bought broke-the seat bottomed out and one of the recliners in the reclining sofa broke. (we have no children crawling around on them!) They got someone out to look at it, but then heard the part wasn't in and would be another 6 weeks! After 15 calls to them and FOUR MONTHS-they finally took the seat from another chair in stock! We also bought rugs with an extended warranty by Ultra Shield because we have pets. The warranty covers pet stains. At first Ultra Shield was prompt and got a serviceman out to clean the rug-(each rug had its own protection warranty) but after two days the stain reappeared. I called them back and spoke to them about one of the rugs, they asked me to take photos, which I did. This one rug they agreed to replace after cleaning it twice. Here is the catch-the item is not in stock-so they would need to order and it would be TWO MONTHS before we got it-then they wanted us to pay for half the shipping because we are moving out of state! I refused and after much discussion they agreed to pay for it. Now the other rug is another story. After they came out and cleaned it they called me to follow up. My husband was in the hospital and very sick -so calling them back was not a priority for me. With each message she left me-she got mean and threatening. My husband came home from the hospital after a week and life resumed. A few months later I called again to have the rug cleaned and they told me because I never called them back the warranty was now VOID! She kindly advised me the rules are in the fine print of the warranty we bought! Funny how in all her nasty calls to me she never mentioned that the warranty would be voided due to my not returning a call! I will NEVER buy La-Z-Boy furniture or an ULTRA SHIELD protection plan! I suggest you don't either!
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