La-Z-Boy Furniture Galleries Seattle

Review: We purchased two brown leather electric rocker recliners totaling $4,248.57 on Jan. 21st this year. They were delivered on Jan. 29, 2015. We noted a stain on one arm rest, they noted it and said they would order and it would be replaced. We've never heard anything more about it. After about three weeks we noticed some color changes in the leather. As time went on the color discolorations became more dramatic. We called our salesman and he directed us to call the service department. We called service and I explained the problem to [redacted]. No call back. Called again and she said we needed to talk to [redacted], the service manager. He did not call me back. Called again and [redacted] said before they could do anything they needed to send a tech out to take pictures so we scheduled a tech to come out. He came on April 23 and took pictures. We waited a week or so with no contact from them. I called again and finally talked to the manager, [redacted]. He said he hadn't even seen the pictures yet. I suggested he needed to talk with his tech to get the pictures of our chairs. In the meantime, the discoloration on the chairs is worse. After calling them a few more times I finally got [redacted] again and [redacted] told me he couldn't really see a problem from the pictures. He stated that that was typical of the leather we got. I couldn't believe that so I took more pictures and drove to Kent (about 20 miles) to talk with [redacted] in person. He looked at my pictures and said "yes, that is the way the leather was made. He took us out to the warehouse to show us a couch that looked like a rainbow of different colors on the leather and said that's how they come straight out of the box." I told him my chairs were solid brown when we got them and only changed over time. They didn't look like that out of our box. Finally he said he would call the Lynnwood store manager and the salesman and call us back that day or the next day. I'm out of room so my story ends with no satisfaction.Desired Settlement: A return and full refund for these defective leather chairs.

Business

Response:

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 received. That particular leather has been processed to produce a "motled" look to the leather, meaning there are light and dark looks to the finish. There were other leather chairs in our leather gallery, but that is not what she purchased. We spoke to the customer last week and while we understand her disappointment with what she purchased, there are no manufacturers defects in her chairs. She 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 store. Again, 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 4 months. We would not consider a refund since there are no defects in the chairs.We feel this is more than fair to the customer. After we spoke to her last week, she was going to think about it and then give us a call. We never received a call. This is where we stand on this complaint. A store credit, but no refund.?

Consumer

Response:

Review: [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]

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: 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: 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