My wife has arthritic spine with degenerative disc disorder, so selecting the suite that best suited her needs was paramount.
After sitting in dozens of sofa in dozens of shops we found what we thought was the best buy, a La Z Boy Manhattan.
My wife had sat in the manual recliner chair and kept saying how this had relieved the pain in her spine, we went away to return to the SCS shop to place the order. My wife again sat in the manual recliner and repeated to the sales lady that " this is the suite for me".
The sales lady proceeded to take the order, we then decided to add the power option as this would enable to allow my wife to select a leg position that would reduce the pain dependant on how she felt on any given day.
so, order place and the suit arrived 10 weeks later.
The very first time we sat on the sofa we said it has a totally different feel and nowhere as comfortable as the display model.
We went back to SCS to complain to the manager, who was rather negative and would not do anything without a technician visiting the house and checking the sofa and chair.
I asked for a single comfy chair to borrow as the suite was not good enough and that drew a blank. Called customer services who distanced them selves from the problem and put the onus on the store manager to resolve, but he would keep repeating a technician needed to visit and make a report.
The manager stated, as I was leaving the shop that due to the difference in manual and power recliner construction La Z Boy use different springs in the base cushion!!!!
So I had to go to a charity shop to buy a second hand chair to allow my wife to be able to sit down while the investigation progressed.
The technician called and arranged a visit, I asked him to go in store and test the difference in the base cushion tension as the manual chair was different to the power recliners as the manager had said the about the different manufacturing process. I expected the technician to arrive and say its the correct sofa we ordered and there is no difference in the quality, and this is exactly what happened, I guess being an SCS employee why would he go against the paymaster.
on his report he said there is nothing wrong as expected.
I wrote the opposite saying its a different sofa as the seat construction is not what we wanted or expected.
Any advice on the best way forward would be gratefully received.
Alan1905
After sitting in dozens of sofa in dozens of shops we found what we thought was the best buy, a La Z Boy Manhattan.
My wife had sat in the manual recliner chair and kept saying how this had relieved the pain in her spine, we went away to return to the SCS shop to place the order. My wife again sat in the manual recliner and repeated to the sales lady that " this is the suite for me".
The sales lady proceeded to take the order, we then decided to add the power option as this would enable to allow my wife to select a leg position that would reduce the pain dependant on how she felt on any given day.
so, order place and the suit arrived 10 weeks later.
The very first time we sat on the sofa we said it has a totally different feel and nowhere as comfortable as the display model.
We went back to SCS to complain to the manager, who was rather negative and would not do anything without a technician visiting the house and checking the sofa and chair.
I asked for a single comfy chair to borrow as the suite was not good enough and that drew a blank. Called customer services who distanced them selves from the problem and put the onus on the store manager to resolve, but he would keep repeating a technician needed to visit and make a report.
The manager stated, as I was leaving the shop that due to the difference in manual and power recliner construction La Z Boy use different springs in the base cushion!!!!
So I had to go to a charity shop to buy a second hand chair to allow my wife to be able to sit down while the investigation progressed.
The technician called and arranged a visit, I asked him to go in store and test the difference in the base cushion tension as the manual chair was different to the power recliners as the manager had said the about the different manufacturing process. I expected the technician to arrive and say its the correct sofa we ordered and there is no difference in the quality, and this is exactly what happened, I guess being an SCS employee why would he go against the paymaster.
on his report he said there is nothing wrong as expected.
I wrote the opposite saying its a different sofa as the seat construction is not what we wanted or expected.
Any advice on the best way forward would be gratefully received.
Alan1905
