La-Z-Boy Franchise

From: Michele M [redacted] Sent: Friday, February 12, 2:PMSubject: Revdex.com Case: [redacted] I have contacted the customer listed in this complaint and let her know that we will be giving her back her delivery fee in the form of a credit to her account She was very happy with this resolution Please let me know if you need any further information I have included a copy of the complaint for your convenience Thank you, Michele M [redacted] Customer Service

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 [Provide details of why you are not satisfied with this resolution.] Regards, The sofa has not been repaired to the customers satification The entire section on the left end of sofa frame is still leaning backward as if it is reclining when it is in the upright position The sofa should have been replaced since the repair team could not fix itI paid money for warranty on this furniture, they were not fixing it for freeThey ( lazy boy ) should refund my warranty money and void the contract since they are not willing to replace or repair my sofa

Sent: Wednesday, August 24, 4:PM Subject: RE: Complaint ID: [redacted] - [redacted] The customer was delivered the furniture on 3/7/ She called on 3/18/to let us know that one side of the sofa felt lower than the other We ordered a new seat and when it arrived we replaced the seat for the customer The tech was not able to find anything wrong with the old seat and did report that it was customer perception and not a defect The customer stated again in Oct/that the sofa felt like it was higher on one side than the other and that the backs do not line up perfectly when not reclining and the cushions were all compressed The tech reported back that sofa was operating as it should but the customer was adamant that there were these issues so we repaired as a courtesy Mrs called again in 4/to complain about the sofa again The technician was not able to find any issues with the sofa but we replaced as an additional courtesy but explained to Mrs that we would not be offering any additional repairs for sofa unless it was truly a defect When sofa was delivered back Mrs called to let us know that it was no better We told her there would be no additional repairs Mrs contacted the manufacture, La-Z-Boy Corporate headquarters in Monroe, MI and they reviewed the service records and pictures and stated that the sofa is in no need of repairs and would not be repaired again at no charge That letter was sent 6/8/from La-Z-Boy in Monroe, Michigan to Mrs [redacted] We will not be offering any further no charge repairs as there is nothing wrong with the sofa I have included pictures taken of the customer’s sofa the first one is from 10/and the 2nd one is from 1/ Thank you, Michele [redacted] Customer Service La-Z-Boy Furniture Galleries 214-631-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]
Regards,
The sofa has not been repaired to the customers satification. The entire section on the left end of sofa frame is still leaning backward as if it is reclining when it is in the upright position. The sofa should have been replaced since the repair team could not fix itI paid money for warranty on this furniture, they were not fixing it for freeThey ( lazy boy ) should refund my warranty money and void the contract since they are not willing to replace or repair my sofa

We will not provide any further repairs at no charge or replace the furniture It has been verified several times by different technicians that there is nothing wrong with the customer's sofa We have replaced parts in the past that the customer was requesting as a courtesy several times even though no defects were found We can no longer continue to replace parts for the customer at No Charge

From: Michele M[redacted] Sent: Friday, February 12, 2016 2:06 PMSubject: Revdex.com Case: [redacted]   I have contacted the customer listed in this complaint and let her know that we will be giving her back her delivery fee in the form of a credit to her account.  She was very happy...

with this resolution.   Please let me know if you need any further information.  I have included a copy of the complaint for your convenience.  Thank you, Michele M[redacted] Customer Service

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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 The sofa has not been repaired to the customers satification.  The entire section on the left end of sofa frame is still leaning backward as if it is reclining when it is in the upright position.  The sofa should have been replaced since the repair team could not fix it.. I paid money for warranty on this furniture, they were not fixing it for free. They  ( lazy boy ) should refund my warranty money and void the contract  since they are not willing to replace or repair my sofa.

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]

Sent: Wednesday, August 24, 2016 4:29 PM Subject: RE: Complaint ID: [redacted] - [redacted] The customer was delivered the furniture on 3/7/2015.  She called on 3/18/15 to let us know that one side of the sofa felt...

lower than the other.  We ordered a new seat and when it arrived we replaced the seat for the customer.  The tech was not able to find anything wrong with the old seat and did report that it was customer perception and not a defect.  The customer stated again in Oct/2015 that the sofa felt like it was higher on one side than the other and that the backs do not line up perfectly when not reclining and the cushions were all compressed.  The tech reported back that sofa was operating as it should but the customer was adamant that there were these issues so we repaired as a courtesy.  Mrs called again in 4/2016 to complain about the sofa again.  The technician was not able to find any issues with the sofa but we replaced as an additional courtesy but explained to Mrs that we would not be offering any additional repairs for sofa unless it was truly a defect.  When sofa was delivered back Mrs called to let us know that it was no better.  We told her there would be no additional repairs.  Mrs contacted the manufacture, La-Z-Boy Corporate headquarters in Monroe, MI and they reviewed the service records and pictures and stated that the sofa is in no need of repairs and would not be repaired again at no charge.  That letter was sent 6/8/16 from La-Z-Boy in Monroe, Michigan to Mrs. [redacted].  We will not be offering any further no charge repairs as there is nothing wrong with the sofa.   I have included 2 pictures taken of the customer’s sofa the first one is from 10/2015 and the 2nd one is from 1/2016.  Thank you, Michele [redacted] Customer Service La-Z-Boy Furniture Galleries 214-631-1813

Approximately a year and a half ago I purchased two electric recliners and one electric recliner couch from La-Z-Boy at 1433 W. Bay Area Blvd, Webster, TX. I also purchased the extended warranty on all three items.
On September 24, 2015 I called the store to report that my recliner was no longer working correctly. The associate verified that I had purchased the extended warranty. She then gave me another phone number to call for service. I called the number given and left a complete message as instructed by the automatic response.
On September 25, 2015, I was called by Portia from the Service Center. I gave her the details of the problem with my recliner. She told me that the Scheduling Department would call me within 24hrs to schedule service.
On September 29, 2015, not having received a scheduling call, I again called Portia at the Service Center and had to leave a message. My message explained that I had not yet been scheduled for service.
On September 30, 2015, Portia returned my call from the previous day. I again explained that I initiated my calls on September 24th and had not yet been scheduled for service. She told me that their records showed that I had been called but had not answered the phone. I verified that she had the correct number, which she should have since she called me but you never know what is actually written in the record. I told her that the number was to my cell phone that I have with me at all times, that I have voice mail and that I had not received one call from anyone connected with La-Z-Boy. She told me that their records showed that I had been called. She gave me another phone number to call. I asked if I would be talking to a live person and not a recording and she said that I would be.
I immediately called the number that Portia gave me and spoke with Gladys who, like Portia, claimed that I had been called but the phone just rang and rang. I told that I had voice mail but, no matter, I wanted to be scheduled for repairs to my couch. The earliest day available was October 13, 2015, THREE weeks after my first call!
The only thing I can say is that after purchasing three expensive pieces of furniture and extended warranties from La-Z-Boy, after a week of waiting to get scheduled for repair, and then having to wait an additional two weeks before someone could even check my couch, I will NOT be purchasing another single item from La-Z-Boy. Also, if I have to wait that long for service, there must be A LOT of breaking La-Z-Boy furniture.
It remains to be seen if the repair crew shows up on October 13th. I am supposed to get a call a day or two before when the time will be approximated as to when to expect them. I’m not holding my breath for a phone call.

Sent: Wednesday, August 24, 2016 4:29 PM Subject: RE: Complaint ID: [redacted] - [redacted] The customer was delivered the furniture on 3/7/2015.  She called on 3/18/15 to let us know that one side of the sofa felt lower than the other.  We ordered a new seat and when it arrived we...

replaced the seat for the customer.  The tech was not able to find anything wrong with the old seat and did report that it was customer perception and not a defect.  The customer stated again in Oct/2015 that the sofa felt like it was higher on one side than the other and that the backs do not line up perfectly when not reclining and the cushions were all compressed.  The tech reported back that sofa was operating as it should but the customer was adamant that there were these issues so we repaired as a courtesy.  Mrs called again in 4/2016 to complain about the sofa again.  The technician was not able to find any issues with the sofa but we replaced as an additional courtesy but explained to Mrs that we would not be offering any additional repairs for sofa unless it was truly a defect.  When sofa was delivered back Mrs called to let us know that it was no better.  We told her there would be no additional repairs.  Mrs contacted the manufacture, La-Z-Boy Corporate headquarters in Monroe, MI and they reviewed the service records and pictures and stated that the sofa is in no need of repairs and would not be repaired again at no charge.  That letter was sent 6/8/16 from La-Z-Boy in Monroe, Michigan to Mrs. [redacted].  We will not be offering any further no charge repairs as there is nothing wrong with the sofa.   I have included 2 pictures taken of the customer’s sofa the first one is from 10/2015 and the 2nd one is from 1/2016.  Thank you, Michele [redacted] Customer Service La-Z-Boy Furniture Galleries 214-631-1813

From: Michele M[redacted]Sent: Friday, February 12, 2016 2:06 PMSubject: Revdex.com Case: [redacted]  ...

I have contacted the customer listed in this complaint and let her know that we will be giving her back her delivery fee in the form of a credit to her account.  She was very happy with this resolution.   Please let me know if you need any further information.  I have included a copy of the complaint for your convenience.  Thank you, Michele M[redacted] Customer Service

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 1/8 to 1/4 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 20 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 15 mins for the paperwork to get to the warehouse so the could accept the chairs back and that is how long she waited not 30 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.