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La-Z-Boy Furniture Galleries

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La-Z-Boy Furniture Galleries Reviews (437)

Please be advised that this complaint has been resolved.  Thank you for your assistance.

On Auugust *, 2014 a e-mail was sent to [redacted] stating that
La-z-boy as a courtesy,  would offer to send replacement
seats for his sectional at no charge, but he would be rsponsible for any
labor charges to install them.   This is the agreement that was made.
At no time was it ever stated that the labor would be offered.
See below:
Thank you [redacted],
We have been in contact with your local service center, and at this time, as a courtesy we can offer to send replacement seats for your sectional at no charge, but you would be responsible for any labor to install them. Please let us know if you’d like us to go forward with ordering parts. [redacted] [redacted]
[redacted] [redacted]
[redacted]
  
Thank You,
[redacted]

Mr. [redacted] purchased a sofa and two recliners on July 16, 2014. These three pieces were special ordered for him and delivered to his home on August 22, 2014. I have included a signed delivery copy showing he received them in good working order and to his satisfaction. Since the delivery on...

August 22, La-Z-Boy service has been to Mr. [redacted]'s home on 6 separate trips from complaints varying from noisy recliners, wrinkled fabric, cushion compression, and most recently damage to a wall. La-Z-Boy service has gone above and beyond to rectify all of the issues reported by this customer, but is drawing the line at a damaged wall due to the customer placing the recliner too close to the wall. La-Z-Boy has offered to replace all of Mr. [redacted]'s furniture with new, to which the customer is not agreeable. I have found this to be a more than fair offer and am now leaving it the hands of the customer to reorder the furniture as it is currently in his home or to re-order something different. As I hope you can tell from our ongoing efforts to maintain great customer service, we have exhausted every effort to satisfy Mr. [redacted], but refunding this customers money, after having the furniture in his home since last August, in not an option. We are very disappointed in this customer's decision to not re-select new furniture and hope he will decide to do so. Please find the following documentation regarding this transaction: 1-Signed Sales receipt with terms and conditions of the sale  2-Signed Delivery receipt  3-Service notes from La-Z-Boy Corporate Service IE: "Comfort Care"  With Best Regards,[redacted]-General Manager La-Z-Boy and Decore

[redacted] had taken delivery of his power reclining loveseat on 8-**-15.  He had contacted our office on 8-**-15, stating that the loveseat was making noise and not closing.  The report was forwarded to our tech. and he has scheduled service for 9-*-15, in the morning.Customer [redacted]...

has accepted this service.Georgette C[redacted]

The customer has been contacted, and approved, to return the product in question. Upon receipt of the item, an inspection will take place to ensure the product is still "as new". At that time, a refund via charge card will be issued.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The information is false. We never said a little blood. We knew they would see it so what was the point of lsatkmg that? We reported it as soon as it happened. We had the furniture in our home for a week before it was picked up (was supposed to be picked up after 5 days). We asked that it be picked up the day after it was delivered because we were worried about it sitting there. We explained we have children. We were told not to worry about it and to enjoy. We called as soon as the dog blood got on it. The said don't worry about it. No one said that someone could come and have it cleaned (we have a lifetime warranty on fabric) they just said they would pick it up. We tried everything possible to have the furniture removed to prevent something like this. I finally agreed to take the old couch back because they would not see our side and we would be billed. We do not feel we are responsible at all. We tried to return the broken piece immediately.
Regards,
[redacted]

Hello, A resolution is in place pertaining to this matter.  A combined effort between Mr. [redacted], a La-Z-Boy Corporate Liaison, and our Director of Sales have come up with an agreement to have a unit ordered in the timeliest manner possible.  This was an initial error on our part...

and we do deeply apologize for the inconvenience that this has caused.  Our sincerest apologies! Jake S[redacted]Director of OperationsLazboy Furniture Galleries

I would like to note that the pictures that were requested by the company were requested on...

Friday the 4th of December--I originally contacted [redacted] re: these issues in September. The second set of pictures were sent on 12/16/2015 early in the day (prior to noon) not on 12/17 as has been stated by the company. Had the company not taken over 5 weeks to respond to to the initial concern we would not be in this situation now. It is unacceptable to blame a customer for a company's lack of response for 5 weeks, and then to blame the holidays for a company's lack of response once again.
I would also like to note that the company has made a statement that there was "animal hair on the couch"--The company has repetitiously stated to me via phone that having animals does not nullify the warranty, and yet "pet hair" continues to be a statement that is utilized as a reason for denial. Having a pet is not indicative of having a destructive animal.
An additional note: When I initially mentioned to [redacted] (Sales rep) that there were snags, and fabric coming apart at the seams that resulted in snags; and I was concerned that the fabric was poor I mentioned I was concerned that my jewelry may have caught in 1 area and that shouldn't happen (a ring or bracelet should not be able to do that while I am sleeping on a couch--not a well made one anyway). He stated that it should not and that I should take items to the department that deals with warranties. He specifically stated to me to NOT disclose this, and when I asked him why he stated that I shouldn't give them "a reason" to deny my concern re: the couch. I stated that there should not be a reason why I should not be able to wear jewelry while on the couch and I shouldn't have to worry with sitting or sleeping on a couch and wearing jewelry.
None the less I did not state or mention this to the individuals who fix and repair items per [redacted]'s instructions. When I spoke to [redacted] in the last several weeks he mentioned he spoke to them and that he talked to them about the potential issue of jewelry snagging on the couch. He then went on to state that they "remembered you telling them that too and that it should not happen with fabric." I never told them per his instructions, which means that there are individuals making false statements about the discussions and conversations that I have had with them. This display appears to be indicative of dishonesty, and inconsistency between sales, administrative, and quality control departments. It is also indicative of sales having awareness that the company does not take care of problems or issues (note I have other items I was going to purchase on hold, and will purchase if this issue is resolved adequately and I believe that the sales departments and other departments have vastly different motives in this company as indicated by statements that have been made and inconsistency overall with how this situation has been handled).
I look forward to a resolution to this situation, and for there to be some consistency with statements and reporting between departments within this company.

Consumer states that business has contacted her and the  complaint issues have been resolved.

I apologize for the delay in responding to this complaint.We have been in contact with the store Ms. [redacted] purchased from. Theyadvised on April 16th the remaining balance the customer was disputing was forthe after-treatment that was applied to the product. That fee is non-refundableper the terms...

and conditions the customer signed at the time of the sale.The store advised they had agreed to waive the restocking fee for the customeras a courtesy and upon discussion with them regarding this matter, the storeagreed to credit the customer the remaining balance for the after-treatment cost.The customer should have received the credit at this time. Thank you for allowingus the opportunity to review the customer’s concerns further.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I am rejecting this response because:This is not resolved. The broken chair is still in the middle of my nursery. Our money had not been refunded. They insist they can’t pick up the chair until Dec 19th. A wait of another 10 days is unreasonable and I have no confidence they’ll actually show up. On two prior occasions we had confirmed appointments 10 days out to repair it and they simply didn’t show up. On the third occasion they showed up and simply said it’s unrepairable…but left the chair in our way!!! My newborn son is seven weeks old and we are still at the mercy of this company. It’s horrendous.  have to leave my nursery to nurse him because this broken chair is in the way.  A reputable company would have immediately taken the chair away, given us a loaner chair, and a significant discount for the trouble.

[redacted] had spoken with the corporate office and was explained that it is a new leather smell.There are no chemicals used in the making of recliner.  [redacted] had stated that it has dissipated,and it will dissipate more in time.  We suggested that he air out the recliner in a well ventilated room. Thank you,[redacted]

Dear Revdex.com,Thank you for your letters and help. I talked to Lazy Boy Furniture in Chico. She said I could pick another sofa or another or another fabric. I called again to get more information to how I would take the sofa back. And if I would have to pay for pick up. And about my expenses when I pick another replacement. I did receive a return call Dec. 5, saying they would pick up my sofa, which is exactly as they brought it, on Dec. 18. When I reorder it will take close to three months to get new. So I can't say its resolved until I know my other chair they have scheduled it to fix the 16th. The people I have talked to have been very nice. But I have nothing in writing. I do really appreciate your help.Thank you, [redacted]Consumer states: I have been in contact with the company and they are working to resolve my issues. I will let the Revdex.com know if they do not follow through on their word.

Still gathering information from Manufacture, service department and salesman. Waiting for manufactures second review. Very busy time of year for retail. should have better response and solution by tomorrow.

Hi,This customer picked a custom cover rather than from a group of covers that are on promotion with La-Z-Boy corporate. His chairs were priced at the cover grade that he chose. He received the sale price for the cover he selected. If he had chosen from the package of covers offered for the lower...

price he would obviously have received the lower price.Regards,Dale L[redacted] Merchandise/Marketing Manager

On Saturday 9-17-16, my significant other, my daughter and I met with the Lazy Boy rep, my original salesperson, Teresa at the store. I brought with me my original white pillow and arm cover from  the defective chair that I was try  to match. Upon entering the store Teresa went right to the chair I had ordered and had in hand the White leather material sample I had originally ordered. The 3 of us were dumbfounded and she said she remembered us ordering white. Why it came in in brown is still a mystery. After all this time why wasn't just reordered in white? Didn't get an answer. Since lazy boy was having a big sale I asked her to write up another order .No other white fabric was available.Since  the chair was on sale I was assuming I would be getting a much better price as the original chair was $899.99. The chair was now $499.99 plus the cost of the leather. The new invoice is is very confusing. I am mailing you a copy for your records. When I left the store I thought the final  pice was $720. When I went over the figures I realized the original chair of $899.99 was not credited to my account. So the new chair was costing me $1699.97. That would be 3 times the cost of the $499.99 chair. At this point after much discussion, my family and I have agreed to just cancel the order altogether, keep the defective chair and eventually buy one elsewhere . There is also several delivery charges on the invoice when I only had 1 delivery .The copy of the last invoice is in the mail.Thank you[redacted]

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.  Regards, [redacted]

La-Z-Boy Furniture Galleries - Portland has reached out and made contact with [redacted].
We have coordinated a plan of actions to complete the resolution of complaint to client's expectations as stated in the complaint.
This activity is in process with an anticipated completion and acceptance...

of client by Saturday March 5 2016.
Mark H[redacted] - Operations Manager

Hello, I am sorry to hear that the customer is upset. We would like to correct the issue and have been awaiting a call back from Mr. [redacted] to schedule for us to get his unit corrected since 3/5/16.  Unfortunately at this time we are unable to refund Mr. [redacted] for his furniture.  The...

La-Z-Boy warranty calls for service and we are more than willing to correct the issues and have the replacement parts on hand.  Thank you,Jake S[redacted]Director of Operations[redacted]

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Address: 8647 Pulaski Hwy, Rosedale, Maryland, United States, 21237-3007

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