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La-Z-Boy Furniture Galleries

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La-Z-Boy Furniture Galleries Reviews (437)

Thank you for contacting La-Z-Boy Incorporated.
On August 8, 2014 the customer contacted our office to schedule a
technician to inspect an ottoman because one of the legs was loose. On
August 15th a technician tightened the ottoman. The technician noted in his
report the ottoman had heavy pet...

damage and he took photos.
We are not providers of the Ultrashield warranty. I am enclosing a timeline
from Ultrashield to show you why they denied her claim.
Kindest Regards,
La-Z-Boy Incorporated
[redacted]
Escalation Specialist
[redacted]
Enclosure: Smetanka

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.
We read Mr. [redacted]'s response and were surprised to see major incorrect statements. First, Mr. [redacted] states that we did NOT (n caps) call numerous times. This is not correct. Second, he implies that there were phone calls back & forth as to when the new seat would arrive. This is not correct. When we initially complained about the quality of and the folds in the fabric, we were told that their technician, [redacted], would come to our home and inspect the chair, which he did including photos for his manager. After consulting with [redacted], he informed us that he could not do anything about the fabric but that he would consult with management about replacing the seat, and that management would call us back in 2-3 days. We stressed to [redacted] that we felt the chair should be replaced. Management has never called us back and we have no idea who Mr. [redacted] is. The message from the business states "Our tech replaced the seat on February 22, 2017." This is NOT true. The seat has NEVER been replaced and we still have the defective chair. In another inaccuracy Mr. [redacted] notes, in part, that the "NEW" seat was fine, while the tech was in the home." This is not true - we DONOT have a new seat. We can only assume that the tech is working on so many defective chars that he is simply mixed up about ours. We strongly dispute Mr [redacted]'s statement "The customer never called and asked to talk to any Management person." We have been faithful La-Z-Boy customers for more than thirty years in the United States and while abroad, and we can only hope that our loyalty to the brand will be reciprocated by their local representatives.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Dear Jennifer Gasser, The letter dated September 24th was just received by my office on October 19th. Thank you for the letter from Mr. [redacted]. Our records show the customer refused 2 end tables on August 29th and the customer was given replacement tables on October...

7th. Kindest Regards,La-Z-Boy Incorporated Donata H.Escalation Specialist Case [redacted]

The chair that the consumer selected to special order is represented on our showroom floor and has the same tailoring design that are shown in the customers pictures which indicate that there is nothing defective with how the chair was made. La-Z-Boy makes over 100 different styles of chairs. This...

particular design is puffy, casual, marshmallow soft, comfortable design. In order to achieve this design the fabric is not pulled real tight and has gathering along the sew lines. This is very popular in today's relaxed comfort designs. This design and fabric application does not make the product a lesser quality. The chair is made from the same raw materials such as wood, steel, foam, springs, [redacted] that is used through out the entire line.It appears the customers dislike is the visual design not structural or performance.  On 8/1/2017 our service department called the only phone number on the sales order ([redacted]) to set up an appointment to send a professional upholstery craftsman to the customers home to see if something can be done that would be acceptable to the customer without completely altering the design. We never got a return phone call to the message that was left.

Thank you for visiting La-Z-Boy Furniture Galleries as your business is valued and appreciated.  We'd like share with you our policies related to transfer and delivery fees: Customers can purchase and pick up any advertised and most stock furnishings off the showroom floor without any...

transfer or delivery fees. However, if a customer has chosen furnishings that are only available from the La-Z-Boy warehouse in Southern California, such as a special order or another color or fabric not stocked at our store, and would like to pick it up at the store, there is a $39.99 transfer fee to have that item delivered to the store. However, if a customer chooses to have furniture delivered to their home (which most do), delivery fees to the customer's home start at $39.99 without any transfer fee involved.  Thank you for bringing this point of confusion to our attention. We will redouble our efforts to train our staff and make sure they clearly understand all options.   We hope you will reconnect with the Redding Showroom so that we can assist you in finding the most comfortable and beautiful new chair.

I'm writing in reference to Case# [redacted] for customer Floyd [redacted] in the amount of $1,200. Mr.[redacted] special ordered a [redacted] Recliner in our [redacted] location on May 15, 2016. His recliner was delivered to him on June 8, 2016 and he signed the delivery invoice stating that his recliner...

was delivered to his satisfaction.In September of 2016 a service technician was dispatched to his house to repair the rocker sub assembly, which was repaired to Mr. [redacted]'s satisfaction.On April 10, 2017 Mr. [redacted] called to complain that the leather on the back headrest was wearing. Anew back was ordered on the same day. On May 9, 2017 the technician went to Mr. [redacted]'s home and replaced the back, again to Mr. [redacted]'s satisfaction. Our return policy, which Mr. [redacted] signed, advises that there is a 3 day return policy at the time of sale, and it was past that time frame.We are clearly trying to work with Mr. [redacted] with the issues he has reported to us with his chair.I have included all necessary documentation regarding this claim to support what we have reported is accurate. If you have any questions regarding this matter, please feel free to call my office phone at[redacted], or email me at [redacted]. Thomas M[redacted] General Manager La-Z-Boy Furniture Home & Decor [redacted]

Hi [redacted]
Customer called day of delivery stating she could hear the springs
when she sits down on the loveseat and wanted us to exchange it.  We offered to exchange it with no problem,
but unfortunately we could not exchange it the following day even though she
was having a...

chair delivered due to delivery logistic.  The delivery team is not permitted to pick up
furniture without the appropriate paper work.
The exchange was scheduled for 2/27/15.  The customer did inform the store her dog’s
nail broke and got a little blood on it. Attached are pictures of the loveseat as you
can see there is a lot of blood on the loveseat not just a little.  We do feel the customer is responsible for
this.  Our terms and conditions clearly
states exchange in “new” condition.  At
one point we asked for compensation in the amount of $300.  The customer finally agreed to take the
loveseat back. I left a message for them
today to schedule the exchange for 3/11/15.
Sincerely
Karen V[redacted]
Customer Service Manager

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:
 
My request to return the chair for a refund was denied. I stand by my assertion that the copy in the description of the chair's functions is false advertising. The back does not, in any way, recline independently of leg position to torso, and the zero-gravity function is not explained in any place on the websites. The product copy is misleading and should be changed, and the company should take responsibility for the misrepresentation.
Sincerely,
[redacted]

La-b-boy offers a fabric protection plan at the time of purchase only.  Customer [redacted] came into the Rockville Center Store on 8-**-16 and purchased apower recliner sofa, at that time she had sign the order stated that she decline the fabric protection coverage.  also, as stated on the...

purchased order, in the termand conditions of sale, Merchandise is not returnable.  La-Z-Boy does offer a one year warranty on the entire unit from date of delivery. Georgette C[redacted]customer service manager

On March *, 2017 the corporate office had called [redacted] in response to his complained about the odor, at that time [redacted]informed them that the odor was dissipating. It was explained to him that this is a new leather odor which will dissipates in time, usuallythirty days.   As...

stated on the invoice that [redacted] signed at the time of purchase.  Merchandise is not returnable. Thank You,Georgette C[redacted]

As of today we are unaware of any outstanding service problems.  We do have a "Rebate" in the amount of $100 for late delivery provided by La Z Boy.  We are not sure who to give the rebate to since the furniture was paid for by another family member.  If there are other concerns we...

would like to know what they are so that we can handle them quickly.  It is our intent to provide proper service after the sale.  If the [redacted] do not feel that we have done that please call either [redacted] or [redacted] at the showroom.

Initial Business Response /* (1000, 5, 2016/04/08) */
Contact Name and Title: Justin S[redacted], Manager
Contact Phone: 780-702-3245
Contact Email: [redacted]
Our Operations manager at laZBoy Furniture Galleries Edmonton has been in contact with the consumer to have the situation...

rectified. At this current moment, the consumer is to call us back to discuss how to further proceed with this case. In talking with the consumer, both sides are confident we will be able to rectify this case.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The manager has agreed to offer a refund. The transaction has not been completed, however.

I guess I knew that I wouldn't...

 get all my money back.  Thanks for you help.  I am not happy with la -z-boy and will never ever go back to get furniture  from them and small business wonder why we go to big box stores.  In big box stores like [redacted] you can aways an item back with no questions asked.  I will get a recliner from [redacted].  Or any place that is not a small business.  I do not trust small business. I may be old but I do know what I want.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory. I do however believe 100% that they ordered the wrong color and just don't want to admit any fault. We returned the furniture and are receiving a full refund that's fine with  me. Sincerely, [redacted]

[redacted] Sent: Monday, August 08, 2016 2:11 PMCc: [redacted] Subject: [redacted]Hello,Here is our response to complaint ID# [redacted]:The customer came into our store on 7/10/16 and decided to purchase two leather Logan rocker recliners. They chose for theirs to be...

exactly like the showroom samples that are on our floor. The Logan rocker recliner comes standard on a "Tall Rocker Base" and is shown that way on the floor. The chairs that the customer received were also on the same "Tall Rocker Base" that we showed them in the store and continue to display. When the chairs were delivered, there was a problem with one chair, so our delivery crew went back the same day and picked it up. At that time, we planned to get them a new chair to replace it. When Mr. [redacted] came home from work that evening, he and his wife decided the chair that was left was not comfortable for them. They called and asked to exchange the chairs for a different style. Once our store delivers product to the customers home, La-Z-Boy honors warranty concerns, but no exchanges or refunds are allowed. The customers are made aware of this and sign paperwork that they understand this policy. I am attaching a copy of the signed order. In order to try and accommodate the customer and allow them to select a new style of chair, we offered to take the chair that was delivered back with a restocking fee of $275. The restocking fee is charged because when another customer buys that chair, we are responsible to let them know that it has been in someone elses home and we mark it down to resell it. We normally do not take furniture back at all once it has been left in the home, but we offered this to accommodate the customer. Once the customer decided not to keep the chair, they said that the scale of the chair was different from the one on the showroom floor. We picked up the recliner that was left in their home and we placed it next to our floor sample and found that the chairs were exactly the same. At that point, I called the customer and invited them in to see the chairs side-by-side. At that time, Mr. [redacted] told me to go ahead and place the order for the new chairs that they had picked out and to charge him the $275 restocking fee. The chairs the [redacted]s chose cost less than the original chairs. Even with the restocking fee, the [redacted]s still have a store credit for the difference in the amount of $149. As of today, we will process a refund check for $149 to the [redacted]s so that they will not have to use it as a store credit. $149 is the difference in the amount of the first chairs and the second ones, less the restocking fee of $275.--

The sofa was to be picked up on Saturday 8-**-15,but due to the truck running late, the customer was not available for the pick up.  It has been rescheduled forWednesday 9-*-15 between the hours of 10 am and 1 pm.Which [redacted] has agreed to.Gerogette C[redacted]

Dear Revdex.com,
Thank you for the complaint from the customer.
I did respond to this complaint on January 21st that the store was replacing the sofa for the customer and delivery of the sofa to the customer was going to be January 21st.
The sales ticket shows that the customer refused delivery and the...

entire order has been cancelled.
For any further issues on the matter, if the customer has not received a refund, she will want to contact the store where she made her purchase.
Kindest Regards,
La-Z-Boy Incorporated
Donata **
Escalation Specialist
[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.
Regarding Mr. Thomas M[redacted]'s reply to your correspondence to him on my order. The furniture I wanted was displayed on the floor, so I see nothing specially made for me. It was something they carried in the show room, nothing that I wanted altered, but they ordered it from the factory, nothing changed from what was displayed. The statements Mr. M[redacted] made about LazBoy trying to contact me several times are just incorrect. I was the one trying to contact their customer service in Michigan as I said in my original complaint. I called Brandon at that Michigan address (twice). I was told by Brandon he would get back to me. After a few days I called again and Brandon had no intention of getting back to me. A call I made to LazBoy in Clay, I was told by the operator that both Mr. M[redacted] and Ms. D[redacted] were out of the store and would get back to me when they returned; never did. I question if it were true that they were out of the store. I wrote Michael D[redacted] whom Mr M[redacted] said owned the store. He never replied to me at all. So it is not true what Mr. M[redacted] says about trying to contact me. I was the one trying to make the contacts. Yes, I signed the slip from the delivery men and explained my confusion in looking at the pillow which I knew for sure had more pronounced navy blue on the ones I saw in the store. I have no idea how Mr. M[redacted] entered the wrong info into the computer, and before ordering I asked if I would receive those pillows displayed on the sofa, and he answered yes, I would. In his correspondence to me he makes it sound like I wanted to change something on the furniture in calling it a special order, and that's not true, just as his statements that he tried contacting me several times. Also the swatches, another thing untrue. The swatches he showed me were ones he was trying to match the material I brought in trying to order a lounge chair of that color. He didn't have a swatch to match what I wanted so then I chose the navy blue lounge chair. This sofa would be no problem for them to sell in their show room as they had one displayed already. Mr. M[redacted] has made many statements which are not true. Very poor management in my estimation.
Regards,
[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.Our initial purchase at Lay-Z-Boy occurred
on July 23, 2015. We purchased a couch, loveseat and chair set.
Additional items were
added to that order on August 2, 2015. These items included two (2) rugs/two
(2) rug pads, two (2) side tables, and four (4) pillows. At the time of these
purchases it was conveyed to me that ALL items would be included in the same
delivery.
The delivery date was
August 8, 2015. Upon delivery only the couch, loveseat and chair were
delivered. The loveseat was damaged and therefore refused/returned. A call was
placed to La-Z-Boy at this time explaining our dissatisfaction with damaged
furniture as well as not ALL items being in the delivery. The La-Z-Boy
representative provided that “perhaps” she misspoke about the delivery and that
there would only be one delivery fee versus two separate fees. We asked what
would happen if we declined the remaining purchases. La-Z-Boy provided that we
would have to pay a 30% restocking fee.
The new loveseat was
delivered on August 22, 2015.
The remaining items were
delivered on August 29, 2015. Both side tables were severely damaged and
refused/returned. When I called La-Z-Boy to discuss with a manager they
instructed me to complete an online telephone survey. I then drove directly to
the store to speak with a manager face-to-face (Heather).
Heather basically did
nothing and provided that she would reorder the side tables from the factory.
When setting up a new delivery date we opted to have the tables delivered to
the store in the event they were damaged (we didn’t want to waste/sacrifice yet
another Saturday waiting for a delivery). We gave up three (3) Saturdays in
delivery mishaps.
The replacement tables
were delivered to La-Z-Boy in early September. They too were damaged. The
tables were then reordered for a third time. We eventually got our tables in
early October+/-.
In summary our experience
with this retail store was probably the worst we have ever had in terms of
delivery, communication (or lack thereof) and simple effort to assure at least
a moderately satisfied customer.  Given
that the only effort by Lay-Z-Boy to recognize our inconvenience was to offer
us a $100 “refund” on an order of several thousand dollars (and not until we
had been through all of these inconvenient and time-consuming machinations), we
would not recommend this vendor to anyone, ever.
Regards,
[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.I had told the store when they called about the $150 refund that it was below the amount I was expecting. The rep then said she would take that information back to her corporate offices to see about getting more. Additionally, their statement about dust and dirt blowing in on my chair is a lie. Those were ashes from a cigarette and I have a witness who can attest to that. I also requested a call from the regional management team that covers that store to apologize to me. That wasn't offered in their attempt to close this matter. Regards,[redacted]

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

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