Dear Mr. Mauldin, Mr. Darrow, and Ms. Popp-Hellebuyck
My name is Heather Ross and my husband is Lt. Colonel Gary Ross. We are an active duty military family temporarily staying at the Residence Inn in Denver while my husband receives cancer treatment at the Colorado Blood Cancer Institute. When we got here and met with the Oncologist he said that we would be here for a minimum of 6 months or longer; pending the outcome of his chemo treatment. So naturally we wanted to get a comfortable La-Z-Boy recliner to provide comfort to him while he recovers from his surgery and upcoming treatments. When we arrived at your store #216 (with our service dog Lucy in tow) we met your associate, Kate and she knew exactly what we wanted. The prices were so good, we ended up purchasing TWO of your recliners!
We explained to Kate that Gary would be having surgery early Wednesday morning (Sept 5th) and that’s why we would like to have the chairs in place prior to that procedure. She said she couldn’t make any promises but would see what she could do.
Tuesday afternoon Kate called and said that due to the Labor Day holiday she couldn’t get a driver to deliver until Wednesday. We explained that we wouldn’t be home all day on Wednesday because of Gary’s surgery but that evening would be okay. She asked if she could call us back after looking at the schedule. We said absolutely and then never heard back from her.
We were sitting in our hotel room having dinner when there was a knock at the door. There standing with recliner #1 was Kate. She had a huge smile on her face and she said that she was delivering our two recliners. We stood there in shock as she rolled the recliner right into the room, put it all together and explained how it worked. My husband is very limited in moving items but we offered to help and she said absolutely not. She went downstairs and in a few minutes she was back at the door with recliner #2.
Again, she rolled it right in and set it up for us. I couldn’t fully express my gratitude because I didn’t want to start “ugly” crying. Cause let’s be honest, once the “ugly” cry happens it’s a hot mess for a solid two hours.
We were floored by Kate’s KINDNESS and her amazing CUSTOMER SERVICE. Amazing customer service and kindness are not often highlighted or appreciated as it should be. In a world of constant bickering and people being mean, when we have something GOOD happen it NEEDS to be celebrated and acknowledged. So please know as a caregiver, Kate is truly a hero and as a military spouse I don’t use that word lightly.
Thank you Kate and La-Z-Boy for allowing my husband the opportunity to come home from surgery and relax comfortably. Thank you from the bottom of our hearts for making this incredibly difficult time a lot less stressful.
Customers for life and HUGE fans of Kate! 🙂
Gary and Heather Ross
(The picture attached is Gary in his Ted2 outfit in his new recliner. Hey-whatever makes him happy, right?)