Herbal Magic Inc. (Shawville Blvd. SE)

I am sorry that the customer felt that she was mistreated but we go to lengths to make sure that does not happen. The customer is correct that there is no customer service center at the Houston warehouseIt is a warehouse for pick-ups, drop offs and repairs only. I did talk to Mrs as soon as I was available. We do have to help customers in the order the call or wais received in order to be fair to everyone. We as a company do not have to return special order furniture, but I did so in this case, and all special order furniture is subject to a 25% restocking fee if it is not defective. The furniture is not defective and we agreed to take it back and Mrs asked for the refund even though she was told there is a 25% restocking fee. The customer is the one that decided she was going to go to the store even the refund could have been done over the phone so she was not inconvenienced. We did refund her money, less a 25% restocking fee promptly (this fee is listed as a term to return a special order on the customer's invoice) Thank you

** called and spoke to me and explained that he was upset with the leather warranty company that he had purchased coverage from because they would not cover his damage claim I spoke to the customer and explained that he did not follow procedure with the leather warranty he purchased
He did admit to me that he was never read the warranty and was not aware how to file a claim and what type of damage it covered I explained the La-Z-Boy warranty on the leather on his furniture His La-Z-Boy warranty expired several years ago in The original furniture was delivered in I did offer to send pictures to the corporate offices for review to see if anything further would be done since it is so far out of warranty but ** refused to send pictures

Mrs called and reported that one of her special ordered chairs were defective. The customer picked up the chairs at the warehouse to not pay a delivery fee. We told her that since we did not deliver them she would need to take the chairs back to the warehouse and they would be
reviewed and inspected. She took the chairs and they were measured and checked to make sure they were level. The shop manager did notate that on one chair the cushioning was 1/to 1/of an inch higher than the other side. That is within any furniture manufacturers specifications and we cannot return them as defective. The customer was not able to use the office phone it is in a restricted area of the warehouse and we cannot allow customers in that area. She did have a cell phone that was plainly visible with the customer service number written on a piece of paper in her hand. She called and she left a message for me to call her back. I called her mins later as I was not available when she called. I did explain to her that when she ordered the chairs she did sign stating she was aware that these chairs are special ordered and there are no returns unless she pays a 25% restocking fee. I told Mrs that we will arrange for the chairs to be returned with a 25% restocking fee. I told Mrs that it will take about mins for the paperwork to get to the warehouse so the could accept the chairs back and that is how long she waited not mins. I also explained the the customer that she did not have to go to the store, that the store would call her to complete the transaction that day. She insisted that she was going to the store even though it was not necessary. I understand that the customer is not happy with this transaction but we were very transparent from the beginning about the cost to return the merchandise if she special ordered the furniture and she was not happy with the furniture. We did quickly refund her money except for the 25% re-stocking fee. No further actions can be taken at this time

Revdex.com:
This letter is to inform you that La-Z-Boy Franchise has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/24/2:31:PM and assigned ID ***.Thank you for watching over us the consumers. I stated to La-Z-Boy on 7/that
I would be filing a complaint with the Revdex.com. About an hour later they called that a special delivery was on the way. They did finally do as promised.Many thanks again
Regards,
Dave G***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Sent: Wednesday, December 27, 2017 12:19 PMSubject: Re: [redacted][...]I did everything that Lazboy asked me to do, their customer service is in Dallas so there is no face to face contact.The chair was measured to be 1/4 of an inch off level…the chair frame NOT the cushion. This was measured by their staff member Ray.  The chair is unlevel and uncomfortable, It wasn’t right. This wasn’t a clearance chair, we paid a lot of money for these chairs. They were matching chairs for our living room.As to the phone usage, the Lazboy phone at the cross timbers location was located in the office, while waiting another customer was allowed to access the back area for the restroom. As for how long I waited, it was a full 30 minutes, I was the one standing there, there was no one from customer service at the location.Perhaps I didn’t word it correctly in my initial complaint, but I was required to get the money back from the Sugar Land location…which as stated could have been done by phone, however, at that point I wanted to give the Sugar Land store a chance to make things right in person…that didn’t happen.Im left with no chairs and I’m out a considerable amount of money.[redacted]