La-Z-Boy Furniture Galleries Seattle

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Their accounting department is mistaken but that is fineI did get my money back and I gave the chair awaySo all is well Sincerely, [redacted]

I have talked with our accounting dept., the charge back was reversed, the customer has a chair that is paid for and they will not let us service itWe would be glad to address any and all concerns with the chair under the terms and conditions of the warranty A return in not an option, the chair is beyond our day return policy, the customers concerns would fall under the service warranty

Complaint: [redacted] I am rejecting this response because:Mr [redacted] , Let me be clear that it was not until after I placed this complaint with the Revdex.com that your company attempted to contact me regarding the status of my furnitureI have not refused service, as I explained to Mike when Cindy (I believe is her name) called me to schedule the appointment I had to leave but I was expecting a phone call back, I have spent a great deal of time attempting to seek out a solutionYour service technician installed the chair in my recliner (that should not have any issues because it is a brand new piece of furniture) and took pictures of the recliner to show you that the seats are not aligned, he told me to wait five business days for you to review the pictures and come up with a solution He said the other two chairs in the recliner needed to be changed as well So here I am with a brand new recliner that needs all of its chairs to be replacedThe technician that came to look at our sofa told me he had “seen this before” and that the other seats had to be changed in order for them to be fully alignedIt looks like you have received the pictures prior to the five business days, what are you going to do to fix my defective recliner? Your technician also gave me a non-working phone number to communicate with you, (see photo attached) but I am hoping you will reply to this email I still want my money back or my recliner to be exchanged for the same piece, this is obviously a manufacturer's defectI have included a picture of my recliner showing the issue just in case! Sincerely, [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The chairs have been in my home for months because of La-z-boy's slow response to our complaints You need to see pictures of my chairs and pictures of the chairs they say they have in their warehouse because they don't look alike at all Only problem is I don't (this is embarrassing) know how to get the pictures on my phone transferred to my computer I will get that done and send them to you They should do the same When our chairs were delivered they were NOT multi-colored or we would have rejected them When you see the difference in the pictures I think it will be obvious what I'm talking about The reason I am not happy with a store credit is that it kills me to think that I'll have to buy $4,000+ worth of merchandise I don't want I will never do business with this company again I was shocked to see reviews on the corporate website with the average rating at only So I wasn't going to get any help from their corporate headquarters as they must not care.Sincerely, [redacted]

Firstly, let me say that the customer did not purchase a solid brown leather chair because that particular style only comes in the Delvecchio leather and that is what she receivedThat particular leather has been processed to produce a "motled" look to the leather, meaning there are light and dark
looks to the finishThere were other leather chairs in our leather gallery, but that is not what she purchasedWe spoke to the customer last week and while we understand her disappointment with what she purchased, there are no manufacturers defects in her chairsShe also complains that the dye is fading from her chairs and after inspection and more than five qualified personnel looking at her chairs we explained that they are not fading that they are exactly like the ones on display in our storeAgain, let me say that particular chair isn't manufactured in another leather.In the spirit of good customer service we offered to give her a store credit, even after she has had the chairs in her home for over monthsWe would not consider a refund since there are no defects in the chairs.We feel this is more than fair to the customerAfter we spoke to her last week, she was going to think about it and then give us a callWe never received a callThis is where we stand on this complaintA store credit, but no refund.?

The customer has called multiple times and we have spoken with her about her concerns about quality concerns as well as we have called her to give her updates on inbound service part (seat), the product is condensing down from wear and tear conditionsThe customer is demanding a refund and
had refused serviceWe did still order a seat and the seat was installed 7-22-and we are now waiting for the final response from the consumerFoam is still used in all the seats it may have a dacron wrap and most backs have been transferred to a fiberfill dacron wrap as well as the rest of the industryEverything is serviced under terms and condition under the warranty.Thank you,Dean L***

To whom it may concern,
We previously exchanged two chairs for this customer well beyond our stated day exchange periodThe chair she has in her home presently she had in her possession for weeks before she contacted us about the chair not being comfortable
Unfortunately we do not
and cannot guarantee personal comfort and as stated above we do offer a day courtesy exchangeWe cannot however take a chair back after being in someone's home for weeks
We certainly regret the customer's dissatisfaction but cannot offer an exchange or return in this case
Mike R***
General Manager
LZBFG Seattle

Complaint: [redacted]I am rejecting this response because:
 
First of all, I and my husband never received calls from La-z-boy about explaining and contacting the extended warranty company until yesterday afternoon(1:01PM Apr 26th),since April 13th I kept calling the customer service number(425-264-0052) a lot of times and left messages to ask about the next step, the receptionist is either offline or told me to wait for the supervisor to call back which he never did until yesterday afternoon after I submit this complaint. I don’t know who they are talked and with SEVERAL TIMES!
 
Secondly, we refuse to call the [redacted] because we think that is a material defect which is covered in the manufactural warranty, it is quite an unusual tear and we never do anything to cut or rip it, just sit on it normally. Moreover, when the mechanician came over to check the situation on April 1st, he told me that La-z-boy probably will try to change that piece of leather or exchange the whole love seat according to this kind of situation.
 
Overall, we are so disappointed with their customer service, we waited such a long time, made so many calls, just got ONE irresponsible reply with a very unfriendly attitude.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:   The chairs have been in my home for 4 months because of La-z-boy's slow response to our complaints.  You need to see pictures of my chairs and pictures of the chairs they say they have in their warehouse because they don't look alike at all.  Only problem is I don't (this is embarrassing) know how to get the pictures on my phone transferred to my computer.  I will get that done and send them to you.  They should do the same.  When our chairs were delivered they were NOT multi-colored or we would have rejected them.  When you see the difference in the pictures I think it will be obvious what I'm talking about.  The reason I am not happy with a store credit is that it kills me to think that I'll have to buy $4,000+ worth of merchandise I don't want.  I will never do business with this company again.  I was shocked to see 354 reviews on the corporate website with the average rating at only 1.4.  So I wasn't going to get any help from their corporate headquarters as they must not care.Sincerely,[redacted]

La-Z-Boy will service this product to the full extent of the manufactures warranty if the customer has a legitimate warranty issue. We will not offer an refund or exchange.

We have this appointment schedule for the Saturday the 31st as requested by the customer for the mattress swap, we had an earlier day but they choose the Saturday appointment. I have forwarded the request for a discount to the store manager. If the consumer has any additional service requests...

we will be happy to get them resloved ASAP..
The customer received the sectional on 8-28-2015
We ordered the replacment Bladder as a service replacment from the plant, they had the part on a delay status, once we had been notified we pulled one from a stock unnit for installation. We are sorry forr any issue the dalay has caused.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Their accounting department is mistaken but that is fine. I did get my money back and I gave the chair away. So all is well.
Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: I did not realized La Z Boy does not guarantee satisfaction, I would understand if I had it month or 2 months, but 3 weeks.  The second time they did a replacement is because they delivered a defective chair, not my fault
Took 6 weeks to get a new replacement to replace the defective one they left here.
Sincerely,[redacted]

I have talked with our accounting dept., the charge back was reversed, the customer has a chair that is paid for and they will not let us service it. We would be glad to address any and all concerns with the chair under the terms and conditions of the warranty.  A return in not an option, the...

chair is beyond our 3 day return policy, the customers concerns would fall under the service warranty.

Complaint: [redacted]
I am rejecting this response because:Mr. [redacted],           Let me be clear that it was not until after I placed this complaint with the Revdex.com that your company attempted to contact me regarding the status of my furniture. I have not refused service, as I explained to Mike when Cindy (I believe is her name) called me to schedule the appointment I had to leave but I was expecting a phone call back, I have spent a great deal of time attempting to seek out a solution. Your service technician installed the chair in my recliner (that should not have any issues because it is a brand new piece of furniture) and took pictures of the recliner to show you that the seats are not aligned, he told me to wait five business days for you to review the pictures and come up with a solution.  He said the other two chairs in the recliner needed to be changed as well.  So here I am with a brand new recliner that needs all of its chairs to be replaced. The technician that came to look at our sofa told me he had “seen this before” and that the other 2 seats had to be changed in order for them to be fully aligned. It looks like you have received the pictures prior to the five business days, what are you going to do to fix my defective recliner?  Your technician also gave me a non-working phone number to communicate with you, (see photo attached) but I am hoping you will reply to this email.   I still want my money back or my recliner to be exchanged for the same piece, this is obviously a manufacturer's defect. I have included a picture of my recliner showing the issue just in case!   Sincerely, [redacted]
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:  I still don't have the mattress.  I am in disbelief in the lack of remorse LAZBOY has had.  The only reason I requested the mattress be delivered on 10/31/15 was because they refused to deliver it on 10/24/15 and I work during the week so of course I could not have them deliver it any earlier.  I have done nothing but work around their schedule and it doesn't seem to matter to them that I have been having to sleep on the sofa for the past two months.  An apology for the poor customer service would have been appreciated but then it obviously was too much to ask.  It took them 7 days just to respond to this complaint, guess they don't care much about their customers or how they are treated.  I will not consider this matter resolved until I receive my mattress.  With such poor customer service I'm actually sorry that I am still having to deal with them and will be happy when this is over and I have received everything I purchased over 5 months ago.  I will never do business with them again and will advise everyone I know not to do business with them.Sincerely,[redacted]

I have talked with the customer several times explaining that they need to contact [redacted], the after market extended warranty they purchased. The RSS outside arm has a tear in it that was caused by the customer. I explained to them that the unit in question, that was delivered 4-21-2015 (a year...

ago) was not delivered like that. I explained that the manufactures warranty does not cover fabric or leather tears.
I explained to the customer that they also purchased a 5 yr protection plan that covers accidental rips and tears and that the in-home damage would be covered under that protection plan ([redacted]) which they will need to call, they continue to refuse to call [redacted].
I have explained the warranty process to them 4 times now and as far as this damage, I can not help them unless it is on a charge bases.

Review: Bought sectional on October 9th 2014. Was quoted by saleswomen [redacted] delivery before Thanksgiving. Delivery did not happen prior to Thanksgiving. When I contacted saleswomen about delivery I received an Email saying that sectional would arrive to the store mid December 2014. That is past the 8 weeks stated on the sales agreement. As of this date 12/4/14 I still do not have what I have already paid for.

Product_Or_Service: Sectional

Order_Number: XXXXXXXXXXDesired Settlement: DesiredSettlementID: Other (requires explanation)

Partial refund in the amount of $1000 or a full refund.

Business

Response:

Initial Business Response /* (1000, 5, 2014/12/09) */

On October 9, 2014 we signed a special order contract with [redacted]. The 8 wk. estimate is just that, an estimate. In the contract he signed, it states the shipping times are estimates and cannot be controlled or guaranteed by seller.In the spirit of good customer service I will gladly deliver his sectional at NC.

Initial Consumer Rebuttal /* (3000, 7, 2014/12/10) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I will accept this response when I'm refunded the delivery charge. As mentioned in the business's response.

Final Business Response /* (4000, 9, 2014/12/13) */

I have given [redacted] delivery at NC and will be following up to refund his credit card for that delivery.

Review: We bought a leather recliner at the Lynnwood WA La Z Boy Furniture store about a year plus ago. We paid about $1500.00 for it. The coloring is coming off of the arms and head rest and looks terrible. We went to the Lynnwood store and complained and they said we did not buy the extended warranty and said to call service, which we did. They said they would not help us. The reason we bought the chair there was we believed La Z Boy was the best and the leather was good...All untrue....I will never again deal with them or recommend them to anyone. They do not stand behind their products that are supposed to be made in the US. At any rate, I thought they would at least repair the chair because it is almost new.

Product_Or_Service: chase recliner Rocke

Order_Number: XXXXXXXXXX

Account_Number: $1033.00 plus WA taxDesired Settlement: DesiredSettlementID: Replacement

Either replace the chair with an equal at no cost or repair with a guarantee at no cost to me.

Business

Response:

Initial Business Response /* (1000, 5, 2014/12/24) */

We offer a one year factory warranty and the customer can also purchase an extended service plan which we recomend on all purchases, the extended warranty gives the customer in-home service for five years at NO CHARGE (The [redacted] did not purchase this plan). The customer received the chair 1-31-2013 which is well over the 1st year N/C service that we (LZB) offer and the 1 yr factory warranty on the leather. We would be glad to send pictures to the factory and see is they will do anything if the customer would like us to. When the customer called regarding the issues on 12-10-2014 we explained the warranty and that was the end of the call, they hung up. We do stand behind our products for manufacturing defect, as all companies do we have a warranty that is included with the products purchase. We also can not control the conditions in which the furniture is being used in.

Complaint Response Date bumped because: Holiday

Initial Consumer Rebuttal /* (3000, 7, 2014/12/30) */

(The consumer indicated he/she DID NOT accept the response from the business.)

We were offered the warranty but it was to much money after spending what we did on the furniture. I truly believed that Lazy Boy was made so well and the leather was top notch that I would not have to get a warranty. The leather and coloring is sub-standard....Non of our other leather furniture has lost color anywhere and they are not lazy Boy......Any reliable company would at least send out a repair person to take care of this. So, I do not accept their response. If all American companies acted like this selling American built furniture we would be in bad shape....America as supposed to stand behind their products....Thanks...[redacted]

Final Business Response /* (4000, 10, 2015/01/08) */

We again would be glad to send pictures to LZB, with not allowing us to do this we have no other options available besided the service and repair to be on a charge bases.., Plase send the pictures to me at [redacted]@lzbseattle.com.. Once I have them I will send to LZB for inspection, they will give us options on what they can do.. ..

Review: I've attached email correspondence with lazboy regarding a recliner I purchased from them. They never fixed the issue when it was still under the one year warranty and now they are telling me to use the extended warranty that I also purchased through lazboy but they never gave me the extended warranty info/card. I was unaware that there was a card they lead me to believe I would just have to contact lazboy. They put fixing my recliner and I'm stuck with broken chair. see attached emails.

Hello,

How convenient, your store will not fix the problem during the first year then after the first year I'm told to go through [redacted] for my "extended" warranty but I never received the card that is supposed to have my "extended" warranty #. I am well aware of the "piling" issue, I've been told numerous times (after the purchase) about how this is a "normal" condition. It would have been nice to know before the purchase not after the fact. If I would have known this before the purchase I would have NEVER chose this fabric. What LAZBOY calls "normal" is sub-par for many other manufactures. It would be nice if LAZBOY would stand behind their products.

How do I get the [redacted] card with my extended warranty number. It's obvious LAZBOY cares nothing about customer service and honoring the warranty or this chair would have been fixed the first time someone came to my house to look at it. This has got to be one of the worst customer service experiences I've ever had.

From: [redacted]@la-z-boy.com

To: [redacted]@hotmail.com; [redacted]@la-z-boy.com

Subject: RE: La-Z-Boy review

Date: Thu, 10 Jul 2014 15:35:08 +0000

Hello [redacted],

It looks as if you had contacted your local service center in May and was advised to file a claim with [redacted] your third party warranty- extended warranty. Did you follow up with making a claim? If you would prefer, your local service center can assist you but you would be responsible for the service fees to review your furniture to determine how to proceed. The service fee is $119 and would include the trip fee and up to 30 minutes of labor. The phone number is XXX-XXX-XXXX.

The cover issue you are describing is called Pilling. Pilling is not a manufacture defect. It is caused by loose fibers making the way to the surface and these do need to be shaved off. This will stop over time.

Please let us know if any further assistance is needed.

Kindest Regards,

XXXXXX

From: [redacted] mailto:[redacted]@hotmail.com

Sent: Wednesday, July 09, XXXX X:XX PM

To: Comfort Care

Subject: La-Z-Boy review

Hello,

Is there any updates to the emails listed below?

Respectfully,

From: [redacted]@hotmail.com

To: [redacted]@la-z-boy.com

Subject: RE: La-Z-Boy review

Date: Tue, 1 Jul 2014 19:35:08 -0700

Hello,

The chair leans back so far it feels like I've reclined. It did not lean like this for the first couple of months and the floor display in the store does not lean like this. The chair pops and creaks from the slightest rocking. When you turn it over, the base is not square to the frame. When the chair was looked at by LAZBOY, the technician asked my wife if I weigh more than 200lbs and then said that was why it leans. The chair leans extremely bad when my 80lb daughter sits in it! The second time it was checked out by LAZBOY they said the chair was "just a leaner" and that it was fine. The fabric piles up and I'm continuously having to shave it, we where told (by LAZBOY) to shave it and it would stop piling but I am constantly having to shave the chair. If I would have known this I would never have picked this chair and fabric. We also bought a couch and love seat that we are very disappointed with but not nearly as disappointing as the chair. On a positive side, we love the lamp and side table.

Respectfully,

From: [redacted]@la-z-boy.com

To: [redacted]@hotmail.com

Subject: RE: La-Z-Boy review

Date: Tue, 1 Jul 2014 17:33:11 +0000

[redacted],

Thank you for the information.

Please advise specifically what the complaint is with the recliner so we may review the matter with the store where you purchased the recliner.

Kindest Regards,

La-Z-Boy Incorporated

Escalation Specialist

From: [redacted] mailto:[redacted]@hotmail.com

Sent: Sunday, June 29, XXXX X:XX PM

To: Comfort Care

Subject: RE: La-Z-Boy review

Hello,

Here is the info you requested. [redacted], XXXXX XXXth [redacted] WA XXXXX, XXX-XXX-XXXX, LaZboy store in Tacoma WA, Don't remember date of delivery think it was around Aug 2012 (and yes I am aware of the warranty but YOUR people would not fix it).

Ack # XXXXXXXXX-XXX-XXX

This has been the worst product and customer service I have received. Yes your warranty looks good on paper but getting LA-Z-BOY to honor it is another story and yes LA-Z-BOY used to make quality products (15-20 years ago), but not anymore. I spent too much for this poorly made chair. I can not wait until I can afford to replace this chair with a quality made chair.

Respectfully,

[redacted]Desired Settlement: Repair, Replace, or Refund

Business

Response:

Initial Business Response /* (1000, 7, 2014/07/31) */

We referred the customer to the after market warranty program they purchased, this program is called Guardian, under this contract they get in-home service at N/C for the first five years, if we go out under the LZB warranty they would be responsible for a trip fee and all labor charges. The customer contacted [redacted] and [redacted] has authorized LZB of Seattle to service the customers chair under the scope of the LZB warranty (at no charge to Mr. [redacted]). We have an appointment scheduled for 8-13-2014 to address all of the customers concerns.

Initial Consumer Rebuttal /* (3000, 9, 2014/08/10) */

(The consumer indicated he/she DID NOT accept the response from the business.)

It took me contacting the Revdex.com to get the information about my extended warranty. But my chair still is not fixed and I do not accept their response until my chair is either repaired, replaced, or refunded. Lazboy has a bad business practice, refusing/put-off repairing my chair while it was still under the one year warranty and pushing the repair of their poor craftsmanship off onto another company. My chair needs to be repaired, replaced, or refunded before this complaint is considered resolved.

Final Consumer Response /* (3000, 18, 2014/09/04) */

I'm having the same problems with this chair that I had 3 months after I bought it but lazboy kept saying it's just a leaner and kept putting it off until after the 1yr warranty expired and then they push it off on another warranty company, that I purchased at additional cost, and now after lazboy comes out and look at it they have a possible fix (at an additional cost to me). Why did they not fix it while it was still under the 1yr warranty. I find it odd that they have a "possible" fix for it after the 1yr warranty period but not during. How can this case be considered resolved when lazboy refuses to respond to my rebuttal? I would like for this chair to be REPAIRED, REPLACED, or REFUNDED.

Final Business Response /* (4000, 20, 2014/09/09) */

As requested by [redacted] we went out to the house to inspect the customers concerns. Under the warranty program all frame, mech and spring issues are to be covered at NO CHARGE which they are. When we arrived at the house the customer still had concerns regarding the chair having a slight lean back, per the tech this was normal. The tech inspected all areas of concerns and found a possible adjustment for the chair to make the customer happy was to add poly to the inside back (per LZB we are not allowed to make adjustments in this area)we offered to do this as I spoke with Mrs. on 8-26-2014 and explained that we would even split the cost for this adjustment, she stated that she would talk with her husband and let me know. I also explained that this was not something that [redacted] covers as they do not cover any poly concerns on any warranty program they sell. She stated that she still wanted to talk with them regarding this as she thought they should cover this. Our goal is to make sure that all customer needes are addressed.