La-Z-Boy Furniture Galleries

Revdex.com:La-Z-boy of Clay has again failed to be forthcoming with the truth.  This fact is, the pieces make noise from the rear cushion whenever a person sits to relax and as one moves (even slightly) to reposition.  I hope the simple iPhone video opens correctly for you, if not please contact us and we can try another form of transmitting.  The fact is as written 2-11-17 by La-Z-boy in the disposed document; we had been assured the second time using a different DR cap fabric would remedy the annoying squeaky noise - This is totally untrue! The other support La-Z-boy claims is  that the pieces "meet specifications". However, let it be very clear at no time was it shared, reviewed, or explained by any salesperson during the purchase or the re-order, the furniture could possible make "noise" which is a very deceptive practice and blatantly poor excuse of meaningful satisfaction.   Had La-Z-boy been forthcoming during the purchase or re-order,  telling us this furniture with the style fabric would make an annoying noise/squeaks, we NEVER would have made the purchase - even if they told us it meets their specs, was not a manufacturing defect, and had been discounted!  Honestly, who wants squeak'n noisy annoying furniture?The terms in small print; now the only ground La-Z-boy has to offer is nonsense, based on false and misleading inaccuracy as we the customer have not been dealt with truthfully, satisfied, and given false pretenses, making the terms warrantless.Thank you for your time and efforts in this matter, it is appreciated.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Thank you for your assistance after only 48hrs of Making contact we finally got results that we couldn't get in the 3 weeks of dealing with problem. We got the love seat ordered no restocking fee and no charge for the pick up of the wrong one. Thank you

Hello Mr. [redacted],
I am very sorry to hear that you are unhappy with your purchase thus far.  I am equally concerned at the issues you have provided below and would be very interested to look at the issues personally.  Please contact me at the provided below phone number or email to setup...

a time that I could go to your home and look at your concerns.
 
Thank you,
Jake S[redacted]
Director of Operations
4019 Edith Blvd. NE, Bldg/#3
Albuquerque, NM 87107
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]The reason that I am rejecting their response is because they sent the same part as there last response. The previous technician said that he couldn't make the repair in the field. I will contact  Lazboy today to try to explain everything to them and schedule a technician as they suggested.

I am [redacted] the Customer Service Manager for Tipperary Sales, Inc. dba La-Z-Boy Furniture Galleries.  Tipperary Sales is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.’s warranty, and additionally under our service...

warranty/agreement.  We operate six stores in five markets located in North Carolina, South Carolina and Georgia.  As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc. I have reviewed [redacted] complaint, and here is what I was able to determine. [redacted] did purchase furniture, including optional [redacted] leather protection, from our dealership which was delivered on 5/23/2009.  On 7/27/2009, [redacted] contacted us regarding a declined [redacted] claim.  At the time he claimed the back of one his pieces was peeling or fading.  [redacted] denied the claim as the [redacted] protection plan only covers accidental damage from a single, specific occurrence reported within 5 days of the incident.  [redacted] specifically excludes issues such as [redacted] experienced such as fading, finish or color loss as accidental damage; [redacted] refers such issues back to the dealer or manufacturer for service as possible defects.  A tech was dispatched to inspect and found that the affected part was experiencing finish loss.  The appropriate part was ordered and replaced at no cost to [redacted] on 9/9/20019 as the cover (upholstery) and labor were within the terms of [redacted] La-Z-Boy, Inc. warranty (manufacturer’s warranty). We contacted [redacted] as a result of this complaint from [redacted].  According to [redacted] contacted them on 4/16/2015 complaining of color loss on the arm of his loveseat, and again [redacted] denied as a non-covered claim (color/finish loss).  [redacted] also noted that [redacted] stated he first noticed the issue 3-4 months prior to reporting it, which exceeds the required timeframe for reporting damage, and also reported to us that [redacted] stated he only uses his [redacted] leather care kit (provided to him by us with his furniture and [redacted] plan) twice per year, and not as often as instructed or indicated.  The leather kit is provided to assist the customer with routine cleaning and maintenance that is not covered under either the La-Z-Boy warranty as or the [redacted] plan ([redacted] is not a cleaning/maintenance agreement, nor does it cover issues that are the result of lack of or improper cleaning/maintenance).  If [redacted] has any questions or concerns about his [redacted] plan, we respectfully suggest he review the [redacted] plan documentation given to him at the time he purchased, or he should address his complaint to [redacted] directly as our dealership neither owns nor controls [redacted]. La-Z-Boy’s warranty is a Limited Lifetime Warranty, and I am attaching a copy for review as it appears on La-Z-Boy’s website at [redacted]  The La-Z-Boy warranty is one of the best in the furniture business, and I urge [redacted] to compare it to other furniture manufacturers' warranties.  I think he will find that it at least as favorable to the consumer, if not more favorable, relative to other furniture manufacturer's warranties.  If [redacted] objects to the terms of the warranty, we respectfully refer him to La-Z-Boy Inc. as the manufacturer of the product.  We remain willing to honor and fulfill our obligations under the terms of the La-Z-Boy warranty for [redacted].  Under the terms of the warranty, however, the inspection (if needed) is not covered, and his cover and labor warranty periods have expired (out of warranty).  When a customer calls our service center requesting in-home service, the fee to have a technician visit the home to inspect the furniture is $** (if an inspection is necessary), and we also quote the first hour of labor for repairs at $**, for a total of $[redacted].  If [redacted] objects to the in-home inspection fee, he may elect to bring his furniture to our service center for a free inspection (if needed), however he would still be responsible for any applicable labor fees.  [redacted] would also be responsible for the cost of replacement parts (cover/upholstery) if he would like the damaged areas replaced. We believe in and stand behind the La-Z-Boy product. We hope that each of our customer’s has an exceptional experience from the moment they step into one of our galleries and throughout the entire time they own their La-Z-Boy furniture.

I'm Writing in response to ID# [redacted] for customer [redacted]. I've been in contact with La-Z-Boy service, Comfort Care, and they have agreed to reorder the chair for Mrs. and Mr. [redacted], per the customers request in her original complaint. I have attempted to contact the [redacted] family over the last couple of days but have been unsuccessful.  In the complaint sent, the customer states they would like the chair that they currently have replaced. I will reorder the chair and exchange it as soon as possible, apox. 6-8 weeks from now. Our store in Latham will cover all delivery and pick up fees associated with doing so. Thank you for following up with me regarding this matter and I appreciate the opportunity to satisfy an unhappy customer. If you need anything else, please feel free to contact me by either my cell phone listed below or via e-mail anytime.  Thank You,  Tom Murray   General Manager

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted] LaZBoy's resolution to pick up the recliner and give me a full refund is acceptable.  The matter will be resolved when LaZBoy picks up the recliner and provide me with a full refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10225135, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company's offer is not fair because it does not take Into account the loss of newness and physical integrity of the furniture that occurred from it being left on the grass and the bumps it took because I had no help to bring the furniture in. 
The company's letter is complete fiction!  How in the world could I have gotten the furniture in myself, if my dog was so aggressive as the deliverymen claim! I have no reason to lie about what happened.  The deliverymen have good reason to lie- to keep their jobs!  This following is a copy of my original complaint via email to [redacted]:  
Dear Mr. [redacted],
I apologize for my response to your call today. I was extremely upset - in fact, I have never been so upset.  I have never been treated so poorly in my life.  The following details what happened: 
1.  Received call from driver - on the way. I replied that I would get my dog on a leash and I would be ready. 
2. Greeted delivery men on the driveway with my dog on a choker and leash. My dog did not show any signs of aggression and minded when I told her to sit. 
3. I led the delivery men, with the furniture to the back yard with my dog, for the furniture to be taken in the patio door. 
4. I propped open the patio door and walked in with my dog, still on a leash and behaving well. 
5. The delivery man said he would not come in unless the dog was locked up. I did not understand why this was suddenly an issue. The furniture was ready to be taken inside-  it was off the truck!  Both delivery men walked the furniture to the back with me AND my dog!  I tried to comply and she got away from me, running outside thru the propped open patio door.  My dog ran around the yard all playful, again showing no signs of aggression. 
6. Got her and thought I had her in an area she could not escape. She got out again. Once again, she was running playfully, showing no signs of aggression. 
7. I got her back again and made sure she was closed in a room. I showed the drivers the window she as looking out of and I was questioned whether the door was pulled to or locked. I said the door does not have a lock. I explained what went wrong the first time and then said, ok, I will prop something against the door. 
8. I came back out after doing so, and asked when they were going to bring the furniture in as they had been sitting on the back of huge truck this whole time showing no desire to complete the delivery. I was told I would have to bring the furniture in myself. I came back and asked for help because I could not get part of it in by myself. I was told- hey, were on the phone right now to lazy boy and we may not even be required to deliver it. 
9. I went back behind the house and tried once again to get the furniture in by myself. One delivery driver came behind the house a few minutes later.  He tried to take the dolly and I objected saying the furniture will hit the ground. He said, well I need a signature for delivery and I refused. He said, well then I need the ottoman back - like I'm going to bring it back out to them after they refused to help me get it in the house?  So, I told him to get out of here and closed the door. The delivery man thru the piece of furniture on the dolly out on the grass, took the dolly and they left.
10. If my dog on a leash wasn't good enough, why wasn't I told when they called to let me know they were on their way and I specifically said I would have my dog on a leash. I wasn't even told she had to be locked up when I greeted them on the driveway with her well behaved on a leash. 
11. They were rude, disrespectful and sat on the back of their truck in the street making a mockery out of the delivery. I demonstrated my dog was locked up in the room in front of the house.  I pleaded for their help, but they smugly refused to even attempt to complete the delivery choosing to just sit on the back of the truck. They caused an unnecessary, embarrassing scene in front my neighbors!
This is completely unacceptable. After waiting all of this time for my special order, I am told to bring the furniture in myself!  Thank goodness, I was able to get the piece that the delivery man threw on the grass in, as it started raining a while later!  I hadNO help.  I barely got the bottom piece of the recliner (what was thrown on the grass) in; and, it was not without bumping and banging the cement and door jambs.  
Again, this is completely unacceptable. Please contact me with a proposal to make things right. For example, reimbursement for the delivery fee, any damage to the furniture repaired, including removal of grass stains.  ( I have not been able to thoroughly examine it because I have poor lighting and it had become very cloudy outside with rain shortly afterwards!). Extended protection warranty, considering the deliveryman threw a piece of the furniture in the grass!  Or, reimbursement for what I paid for the protection plan, making it free of charge. Also, I should receive both deliveryman's pay - sounds outrageous?  After all, I did their job,by myself, after I was told I would have to bring the furniture in myself!  
Sincerely,
[redacted]
------END OF EMAIL---------
Regards,
[redacted]

First I apologize that the customer is having a problem with the recliner she purchased form us. In the complaint she said that she picked the chair up from the store so she must of had some way of transporting it. So why wouldn't she transport it back the same way she took it? Typical of any...

product purchased from any store, when it is taken by the customer it is their responsibility to return it for repair or exchange. Had they purchased the optional delivery service part of the charge is for in-home service for the first 90 days.

I’m writing in reference to Case # [redacted] for customer [redacted] who purchased a sofa and a recliner in our [redacted], NY location on 12/30/12. It was delivered to him on 2/11/13. Since he lived outside of the delivery radius for La-Z-Boy delivery, we were able to have it delivered by our...

Warehouse technician.Mr. [redacted] first called our store on 1/25/18 stating he needed to get service done on his chair. Our store called Comfort Care, La-Z-Boy service to schedule a time for service to be done. Comfort Care stated that since he lived outside of the mileage radius, they would not be able to send a technician out to his house.   They contacted a local dealer in the town where Mr. [redacted] lives. That store refused to service Mr. [redacted]’s chair due to the fact that he did not purchase his furniture in that store.Comfort Care left Mr. [redacted] a voicemail on February 14, 2018 offering to cover the costs of parts and labor if he will bring it to our [redacted], NY store to be serviced. They have not yet heard back from Mr. [redacted] on whether he will accept the offer.I have included all necessary documentation regarding this claim to support what we have reported is correct. If you have any questions regarding this matter, please feel free to call my office phone at [redacted]
Sincerely,Thomas [redacted]General ManagerLa-Z-Boy Furniture Home & Décor[redacted]

Hello, my name is D.J. K[redacted], Director of Customer Service for [redacted] Sales, Inc. dba La-Z-Boy Furniture Galleries. [redacted] Sales is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.’s warranty, and additionally under our service...

warranty/agreement. We operate seven stores in six markets located in North Carolina, South Carolina and Georgia. As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc. I have reviewed Ms. [redacted]’s complaint and was able to determine the following: Ms. [redacted] visited our Greenville, SC showroom on November 20, 2013. She chose to purchase a recliner that the showroom had in stock, and she elected to take her recliner home with her from the showroom on the same day. All La-Z-Boy upholstered furniture carries a limited lifetime warranty on the internal frame parts, the mechanism parts, and the springs. As long as the manufacturer can still supply the parts, the customer will never have to pay for them. La-Z-Boy furniture also carries a one year warranty on fabric or leather cover parts, a one year warranty on the foam cushioning, and a one year warranty on any external decorative wood parts. La-Z-Boy will also cover the labor charges for any warranty work that occurs within one year of the customer’s acceptance of the furniture. Furthermore, [redacted] Sales, Inc., as an independent dealer of La-Z-Boy, will cover any remaining technician fees when our customers elect to have their furniture delivered by our professional delivery service. Ms. [redacted] called in to our service center on November 17, 2016, to report that something appeared to be protruding from the back of the recliner. In order to expedite the service process for her, we requested that she send us pictures of the concern so that we could accurately determine the parts that were needed to correct her recliner. We received the pictures from Ms. [redacted] on January 19, 2017, and assessed that the back frame needed to be replaced. Since the required part is a frame part, there would be absolutely no charge for the part, to Ms. [redacted]. However, since her one year of labor cost coverage expired on November 20, 2014, she would be responsible for the technician’s fees and labor costs. Ms. [redacted] declined service at that time, and requested the phone number to the La-Z-Boy, Inc. corporate offices in Monroe, MI. La-Z-Boy’s corporate office contacted us on February 6, 2017, on behalf of Ms. [redacted], requesting service information regarding Ms. [redacted]’s recliner, and stated that they had once again reviewed the La-Z-Boy warranty with Ms. [redacted]. We supplied them all of the information that we had. La-Z-Boy’s corporate office contacted us once again on February 27, 2017, stating that Ms. [redacted] had only had her recliner since November of 2016 and in an effort to assist Ms. [redacted], they were again requesting any service information we could supply. We explained that Ms. [redacted] took possession of her chair in 2013 and that we would be more than happy to assist, but we could not cover the technician’s fees and labor charges. They understood and advised that they would contact Ms. [redacted] and reiterate the warranty coverage information. Neither La-Z-Boy, Inc. nor Ms. [redacted] have contacted us since that date. We can most certainly order the part that is required to correct Ms. [redacted]’s recliner, and she will not be charged for the part. We can even send the part directly to Ms. [redacted]’s home in the event that she has a friend or family member who can install it for her. However, much in the same manner that a home HVAC system or an automobile may have certain parts covered for certain time periods, yet the labor is covered for a different warranty period, since Ms. [redacted]’s recliner is over two years beyond the factory labor coverage, we will not be able to dispatch a service technician to install the part at no charge. Ms. [redacted] may contact our service center if she chooses to pursue either service option. We believe in and stand behind the La-Z-Boy product. We strive for excellence and hope that each of our customers has an exceptional experience from the moment they step into one of our galleries and throughout the entire time they own their La-Z-Boy furniture.

I have spoken to [redacted], and we have agreed to pick up her recliner.Also, [redacted] is waiting for [redacted] to submit an estimate for the repair of the console table.  thank  you,[redacted]

Sales order 1125611DLUF was placed at the Town Center location 11/25/2016. The purchase included special ordered item/s (including blue leather loveseat), quoting a standard 4-6 weeks for produiction. The product / order arrived 1/4/2017, within the alloted time frame, in which the customer was...

notified via phone, and delivery scheduled 1/17/2017. Upon delivery, the blue leather loveseat was found to have a small cut in the back panel, which ultimately called for a replacement unit in full, considering the amount of upholstery work involved to repair. The customer service department entered the concern in our database on 1/20/2017, 3 days after delivery - not weeks after calling & emailing as suggested above. At this point the customer had been in contact with Steve Edmunds, the customer service manager, and acquired contact information for both email as well as phone number & extension. A replacement loveseat was ordered under sales order 0203711ECGW after acquiring necessary documentation of the concern. The new loveseat arrived 3/16/2017, again within the typical 4-6 week prediction. Delivery ws scheduled for 3/29/2017, in which the loveseat was refused by the customer for having skewed upholstery workmanship. The refused loveseat was returned to our service center to correct the upholstery work, with the understanding our master upholsterer was capale of correcting the issue. The concern was corrected (to the best of our ability) and scheduled to return to the customer via home delivery on 4/16/2017, in which the delivery staff was confident that the customer would not have been satisfied with the results. A 3rd loveseat was ordered at this point, being the only avenue to satisfy the customer in regards to quality workmanship of a loveseat. The new loveseat arrived 5/13/2017, and scheduled for delivery 5/16/2017. This delivery was sucessful, and satisfactory to the customer.Upon delivery of the new loveseat on 5/16/2017, the delivery team was unaware that the original loveseat had to be returned to our warehouse, and unfortunately left it in the customers' possession by mistake. Being that the delivery driver is liable for any lost or stolen product by contract, upon realizing his mistake, began to panic in regards to his attempts at retreiving the item. Multiple phone calls, as well as an email, were sent to the customer, explaining that we had realized what mistake had taken place - unfortunately without a resonse returned by the customer. In no way, did we instruct the delivery driver on the actions taken, to collect the furniture from the home. We too feel the way the delivery driver conducted his attempts (described by the customer), to have been unprofessional, and certainly could have been handled within normal business hours at the customers' conveinece. Up to this point, though frustrating for both parties involved, business was handled professionally.Thus far, a monetary refund amount, or credit, to be given to the customer for the inconveinences experienced, has not been discussed nor requested by either party involved. After reviewing the case, we do feel that the customer has been extremely patient during the process of trying to satisfy the order "in good condition", and are open to the discussion. Personally, I apologize if I have proven to be "a thorn in your side", as our records of conversation by both phone and email throughout the last few months suggests otherwise. I feel I have made every effort within my authority to work in your best interests, though obviously some of those attempts prooved to be failed efforts.Please feel free to contact me directly at the same number (or email) provided to you in January - [redacted]Customer Service Mgr

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.
Sincerely,
[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. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I spent over $1800.00 on a motorized reclining sofa that worked properly for 3 days...and they are being less than truthfull as I contacted the retail store initially on 8/**/2015. The person to whom I spoke gave me a number for their repair  service which was closed already when I called, so, yes, I did initially contact [redacted] on the [redacted].  I accepted a service call ONLY because I was forced to. Ms C[redacted] told me that before an exchange on this defective product could even be considered, a service tech would have to inspect it. o now, I have to wait an additional week without the use of this product. Don't let Ms. C[redacted] get slick and bend the truth as far as she can, while omitting very important details.Again, I reiterate, I will accept ONLY a full refund or a replacement sofa.Thank you for your efforts on my behalf. They are appreciated[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

April 30 was the first notice that we received.  We left a message the same day to inquire about the claim.  The originally purchased recliner was exchanged because Ms. [redacted] wasn't comfortable while sitting in it.  Despite the fact that it was sold as a clearance item as well as...

outside our 3 day exchange policy we allowed her to pick out another chair.  It is our goal to accommodate our customers as best we can.  Any time a customer purchases furniture and decides they want it delivered there is fee associated with that particular purchase.  If they decide to re-select and choose delivery, they are required to pay an additional fee for pickup and re-delivery.  Ms. [redacted] initialed by the Return of Merchandise Policy which states "Like new merchandise returned within 3 days of delivery or pickup may be exchanged for in store credit.  Exchanges do not apply to special order items, final sale items, clearance items, fabric protection or delivery charges".  Based on this policy you can see that we went above and beyond.  Ms. [redacted] picked up and signed for her new chair and returned the original to our warehouse on
 April 19.  
 
It is our feeling that we have provided the appropriate service to Ms. [redacted].
 
Regards, 
 
[redacted]
General Manager

The chair is nice, but this has to be one of the worst cases of bad customer relations we have experienced. There was a mistaken overcharge on the original invoice at the Burlington store. We made no less than seven long distance phone calls to the salesman over a period of 2 months to attempt to get the charge reversed on our credit card account. Twice our call was not even returned by him. Each time the promise was made that it would be taken care of immediately. We finally had to drive 38 Km to the store and confront the salesman to have the overcharge reversed.

If they're the only ones with the product you want and everything goes fine- okay, but don't have any problems or concerns. We hate to think how long it would take to get any action if we ever have to make a claim on the fabric warranty.

customer seat had cracked, la-z-boy's policy is to replace parts, a upholstered seat was ordered and shipped to the service tech., he can installed the new seat on thursday April *, 2016.  Please advise if customer agrees. thanksgeorgette C[redacted]service manager

After our request to have the manufacture review the claim a second time they did and again the manufacture has declined the claim. However in an effort to satisfy the situation the manufacture is willing to sell us replacement parts at half price and we will absorb the cost. Plus we will waive our normal "in-home service" trip fee's to go out to the home even though it is outside of our normal service area. We will send a technician to the home to inventory parts needed to be ordered. After the parts are received, we will send t 2 technicians to the home to install the new parts. All this at no charge to the customer. It will take a few weeks to get the parts order in. This will be a one time courtesy service  project and does not re-start or change the original manufactures warranty from the original delivery date. We have contacted the customer to explain all this and they seemed fine with this resolution.