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La-Z-Boy Furniture Galleries Seattle

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Reviews La-Z-Boy Furniture Galleries Seattle

La-Z-Boy Furniture Galleries Seattle Reviews (25)

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.

Review: We bought a recliner from lazyboy, Lynnwood. after a few days my husband was having backaches and trouble with his legs from the chair to the point he could not sit in it. the chair is poor quality and you can feel the frame under the arms when you get up. we had our old lazyboys for 15 years and never had a problem, the only reason we wanted a new one was to change color and the old one was getting faded, my husband cannot use this chair.I called lazyboy 3 times and they never responded to me.Then I emailed the lazyboy head-quarters and they said to get hold of the store where we purchased the chair. I called and talked to the manager, who was very unfriendly and she said they have a 3 day return policy, which I think is ridiculous when you spent that kind of money. she said it has been to long to return it. After a month we cannot do anything. She also said there was no record of my calls. We didn't use the chair, it sat in our spare bedroom while I tried to reach this store. they never got back to me until it was to late to return it.Now we seem to be stuck with a chair we cannot use.we are senior citizens and on a tight budget, now we have a chair we can't use. this chair is not the quality of our old Lazyboy's. We bought the chair on 1/28/2014 but could not pick up the chair until four or five days later.

Product_Or_Service: lazyboy recliner/rocker

Order_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Replacement

we would like a replacement of better quality or a refund.How can a person know in 2 or 3 days how the chair will be.

Business

Response:

Initial Business Response /* (1000, 5, 2014/03/31) */

I am the manager that spoke to this customer and at no time was I unfriendly to her. I explained that the salesperson or I have been in the store every day since her purchase.He is here or I am here when he is off. We never received any messages from her and she couldn't tell me what day or whom she left a message with for us. As with all warranties, there are limitations and I explained that had she called within the 3 day return policy or even 3 weeks I certainly would have been able to assist her. We show up every day to work with our customers and see that they are satisfied, but I cannot take a chair back that they have had for 6 weeks. She did explain that she didn't have enough time just to keep calling us. And even when I was trying to help her she said it was evident that I wasn't going to help her and that she had to go. After 6 weeks the furniture is used and not saleable as new furniture. I wish she had been able to reach us. Our store is open until 8 and open 7 days a week.Also, our email address was on the card she received when she purchased. She could have emailed us, she was able to email you. I am sorry she is unhappy, but her sales order states our 3 day return policy on the front.

Initial Consumer Rebuttal /* (3000, 7, 2014/04/05) */

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

I tried to get hold of lazyboy 3 times, I left a message as no one answered. When I said I wanted to return my chair, I think they didn't respond until it was to late. I did send an email to customer service on march 6th and they answered me on march 20 th, saying I had to get hold of the lazyboy store where I purchased the chair. Then I called and got hold of [redacted]. He said I needed to talk to the manager.

I spoke with her and got the run- around. She says I said I had to go, well my company from out of state had just arrived and I felt I was getting nowhere anyway. If she wanted to talk longer or resolve this problem, she could have called me back.

I will never shop at lazyboy again, they have lousy customer service.

Thank you

Review: On May 5th, 2013 My wife and I ordered a power recliner that was on sale by the entrance, $1799.99, and a 3 piece couch set, piece one $950, piece two-$950, and piece three-$799 giving a $500 deposit at that time. Additionally we purchased a "Pro Care" protection package for the couch set $249.99, requested delivery $129.99. This totaled $5342.47 which included tax @ 9.5% (totaling $463.50).

On 5/8/2013 we returned to pay the balance owed according to the sales order, $4841.39, as well as pick up the recliner with our own trailer.

Due to multiple delays of our couch order and after several requests for a delivery time frame we decided to cancel the order, an option given to us by the manager, [redacted]

I have a copy of the sale order. The chair we purchased was at the front door with a "Sales" tag on it. We purchased it as is, with the missing battery cover for the auxiliary power. The sales order shows a deduction of $1970.99 from our previous down payments on 5/8, which would add up to the cost of the chair plus the tax, ($1799.99 and $171.00=$1970.99). There aren't any charges for fabric treatment showing on the sales order for the chair, only the couch.

On 9/4/2013 La-Z-Boy wrote check # [redacted] in the amount of $3064.90 as a refund, and sent to us in the mail. According to the sales order the refund amount should have been $3371.48. I contacted [redacted] the manager, and she insisted that we purchased a Pro Care package for the recliner. I replied that it doesn't show it for the recliner on the sales order however it does show it after the couch order. When we picked up the recliner the full amount owed for the recliner was deducted as shown on the sales order copy.

I requested to please return the full amount of $306.58 as shown on the previous copy of the check that was sent (I broke down the math on the check stub, then scanned a copy and sent it via email to [redacted]@lzbseattle.com.)

On 9/13 another check was issued from La-Z-Boy in the amount of $87.59. This still leaves a remaining balance of $218.99 to be refunded.

Desired Settlement: I would like the remaining balance of $218.99 refunded as well as a full accounting of every increase or decrease from the original amount of $5342.47 we paid to La-Z-Boy along with a detailed explanation of those increases or decreases.

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/19) */

We will gladly have our store manager contact you with a full accounting. After reviewing the accounting we will gladly refund any monies owed to you.

Final Consumer Response /* (2000, 14, 2013/09/30) */

(The consumer indicated he/she ACCEPTED the response from the business.)

I will accept the refund but am still dissatisfied with the lack of open honestyby this company regarding the request for a full accounting of every increase or decrease, let alone the fact that the amount does NOT show up on the sales order I have in hand and neither do the words "Extended Warranty".

Final Business Response /* (4000, 12, 2013/09/26) */

we will refund the $218.99 and cancel extended warranty effective 09/26/2013.

Review: I purchased a chair and couch on Nov 15, 2014. It was delivered on 11/26. I also spent $200.00 for Pro care fabric protection. The chair started pilling less that 2 months after receiving it. Ce [redacted], said it wa my fabric causing the pilling, and too bad they only have a return policy of 3 days. What the, what???Desired Settlement: I wish a full refund for this chair.

Business

Response:

I talked with Mrs. [redacted] regarding the pilling concerns, I asked her to send pictures which she did. After inspecting the pictures that have been sent we found that the fiber balls (pilling) on the chair are from a totaly differant color yarn than any on the chair, this shows that this is natural pilling which is a natual characteristic on some fabric. This is caused by excess fibers comming off of the consumers cloths or blankets and balling up from friction. [redacted] recomends using a fabric shaver if this occurs. The following was sent to me from [redacted] and is what they responded to her with. I am also sending the photes that Mrs. [redacted] sent to me directly too [redacted] Warranty Services.... [redacted], Thank you and for your feedback.? Would you mind providing us with the unit information? This can be found on the units law label, we will need the ACK/LINE/ITEM, the style, cover and expect to ship date.The law label is usually located under the legrest, cushions, or bottom frame of the unit. If you are able you can submit photos of the pilling to [redacted]@la-z-boy.com. We would be happy to look into this further for anything abnormal, however, pilling is not considered a manufacturing defect. Pilling is only loose fibers in weave of the fabric, much like sweater.The fabric is not deteriorating. Once all loose fibers are removed, the pilling will stop. We recommend using a sweater shaver. Go over the unit 3-4 times to remove all loose fibers, and the pilling will stop. We look forward to hearing back from you. Thank you, La-Z-Boy ConsumerAffairs Team

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)Once again this company has deflected responsabilty for their poor product with the "the best defense is a good offense" strategy. Perhaps if they provided sweater shavers with their products I MIGHT have accepted their response. This is just another example of a poorly run business that does not care one wit about a satisfied customer.

Business

Response:

The customer has also reached out to [redacted] consumer affairs, they also after looking at the pictures which I forwarded to them have given the same findings per an email that I received. They explianed to the customer that this should be addressed with a fabric shaver and will dissipate after a few times as this is normal with some fabrics.

Consumer

Response:

Review: [redacted]I am rejecting this response because: They have not accepted responsibility for the poor fabric. and I do not think I should have to "shave" the fabric. This is very poor fabric and I am extremely disappointed in this company, and that they continue to refuse to do anything to fix this issue.Sincerely,[redacted]

Review: We purchased a five year protection plan based on sales person stating it covered padding and fabric that included wear. Three in a half years later the fabric is worn and we are being told the plan we purchased only covers spills and damage. Store manager openly admitted have problems with our sales person [redacted] Store offered to pick up and attempt repair but only if we paid a portion of the cost.Desired Settlement: Refund of purchase sold to us under false pretense.

Business

Response:

Initial Business Response /* (1000, 5, 2014/10/27) */

The issues the customer is experiencing are not covered by either the purchased extended warranty or the La-Z-Boy manufacture's factory warranty. Whether the extended warranty was in fact "misrepresented" as per the customer's allegation is impossible to determine after 3 years have elapsed. As a course of normal business customer would have been given a copy of the extended warranty and the LZB warranty with complete disclosure of terms and conditions.

We certainly regret and misunderstanding in this matter and have offered to either refund extended warranty cost or to repair furniture at a reduced price. We cannot and will not alter the terms and conditions of our written warranty

Initial Consumer Rebuttal /* (3000, 7, 2014/10/29) */

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

There is no question that what we where told this extended warranty covered was misrepresented. The Tacoma Lazyboy store manager acknowledged on the phone with me that our sales person was known to use unethical sales tactics like this and now, "Whether the extended warranty was in fact "misrepresented" as per the customer's allegation is impossible to determine after 3 years have elapsed" is their position? I'm disgusted with that statement! They lied to us at time of purchase and are now showing their true colors by attempting to cover it up. Their own store manager openly ADMITTED having problems like this with our sales person!! If that's their final position then I suggest we move to arbitration.

Final Consumer Response /* (2000, 11, 2014/11/17) */

I'm pleased to report that myself and Lazy Boy have reached a mutual agreement in this matter and I would like to withdrawal my complaint at this time. Thank you

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Description: Furniture - Retail, Home Accessories, Interior Decorators & Designers, Tables - Folding

Address: 21214 66th Ave S, Kent, Washington, United States, 98032-2445

Phone:

+1 (425) 264-0052
+1 (800) 375-6890
+1 (855) 802-6636
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Website:

www.la-z-boy.com


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