La-Z-Boy Furniture Galleries

I'm writing in reference to Case# [redacted] for customer [redacted] in the amount of$842.49. Ms. [redacted] special ordered a chair and sofa in our Clay, NY location on June 8, 2017.The furniture was delivered to her on August 4, 2017 and she signed for the delivery that it wasreceived to her...

satisfaction. Her furniture was special ordered, which means that it wasspecially made for her.Ms. [redacted] first complained that the pillow fabric was wrong, then she complained that thestyle of the sofa was wrong. At the time of her purchase, I reviewed all styles and fabrics andhad Ms. [redacted] sign her ticket that these were correct. I have included copies of the termsand conditions and signed delivery receipt for your review.I asked Ms. [redacted] why she would accept the delivery and sign the deliver manifest if she wassent the wrong furniture. To this, she had no answer. After speaking with La-Z-Boy, who havealso kept in contact with her several times, believe this to be a case of buyer's remorse. Thesenotes we have included as well.I have included all necessary documentation regarding this claim to support what we havereported is correct. If you have any questions regarding this matter, please feel free to call myoffice phone at ###-###-####, or email me at [redacted]Thomas M[redacted], General ManagerLa-Z-Boy Furniture Home & Decor4182 State Rt. 31 Clay, NY 13041

November 11, 2014
Revdex.com
3075 Beacon...

Boulevard                                   �...⇄
West Sacramento, CA  95691     
RE:     Customer [redacted]
           Case # [redacted]
Thank you for your recent inquiry in regards to our customer, [redacted].  We appreciate your concern for our customers who choose La-Z-Boy to furnish their homes. 
The customer has since been in contact with the store and the new sofa was ordered on November 3, 2014.
La-Z-Boy Furniture Galleries takes pride in doing their best to solve any problems our customer’s experience.  Please contact us if you have any further questions.

My name is [redacted] Customer Service Manager for [redacted] dba La-Z-Boy Furniture Galleries. [redacted] 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 was able to determine the following: [redacted] custom-ordered a recliner from our Greenville, SC showroom on May 11, 2016. She accepted delivery of the recliner on June 9, 2016. According to the terms and conditions of the sales agreement that she signed at the time of purchase: “Items not in stock at the time of purchase are special orders. Special orders are not subject to cancellation, refund, or exchange.” By this condition, we are obligated to honor the factory defect warranty by servicing the chair, not exchanging it. On June 10, 2016, [redacted] called the service department to report squeaking sounds coming from her recliner. On June 17, 2016, one of our factory-certified, master-level furniture repair technicians visited **. [redacted] home to address the concern she had with the sounds she was hearing. The technician reported back that one particular area of her chair, where the back meets the body of the chair, was lacking lubrication from the factory. He lubricated the necessary parts and the sound was eliminated, and he reported that the issue was resolved and [redacted] was satisfied at that time. On June 20, [redacted] called back in to the service department to report that the recliner was again making squeaking sounds. On June 23, the technician inspected the recliner again and found no defects, and reported that the sound [redacted] was hearing was the completely normal sound from the stretching and compressing operation of the rocker springs during rocking motion. But since [redacted] perceived that one of the springs was louder and squeaking, he replaced the part out of courtesy. He reported that [redacted] was satisfied with this and her concern was resolved. On July 19, [redacted] called in to service again to report that the other spring which was not replaced was now making noise. We dispatched a different technician to the home on August 2. Again, the technician fully evaluated the recliner and again reported that there were no defects and he could hear no unusual noises, but he replaced the remaining spring and waxed and lubricated some of the moving parts out of courtesy. He reported that [redacted] was satisfied and the concern was resolved. Shortly after the technician left, [redacted] called the store to report that the recliner was now making a different sound and she wanted a refund or an exchange. The technician suggested that, even though he could find no defect, changing the rocker base may change the way the springs resonate and may change [redacted] perception of the noise. On August 12, the technician returned to [redacted] house, replaced the rocker springs again and replaced the rocker base. He reported that when he arrived, the recliner was making no unusual noises, and after the parts were replaced the recliner still made no unusual noises. We certainly want [redacted] to be happy and comfortable in her La-Z-Boy purchase, but since the recliner is a special-order recliner, and our technicians have found that no manufacturer’s defects exist in the recliner, we cannot authorize a replacement or a refund. Attached is a copy of [redacted] sales order, showing that she acknowledged the special order and signed off on the terms and conditions presented at the time of the sale. 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. Tell us why here...

I do not accept this. My complaint is over a hole in my couch due to a mirror falling . The autaman is not even the SUBJECT . Further more I have emails as proof of what my request was for If you actually read them you would see.   I plan to contact channel 11 news and take the next steps if this is not resolved soon.
Regards,

July 25, 2014We are in receipt of your letter dated 9/8/14. During the customer's purchase we made an error and undercharged his charge card by $300. Upon contacting our customer to schedule delivery he refused to pay the balance. We agreed...

together to split the difference. He paid us $150.00 on 8/22/14 and took delivery on 8/26/14.If you should have any questions please do not hesitate to contact me.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Thank you for your recent inquiry in regards to our customer, [redacted].  We appreciate your concern for our customers who choose La-Z-Boy to furnish their homes. We have been able to make contact with the customer and this issue has been amicably resolved. La-Z-Boy Furniture Galleries takes pride in doing their best to solve any problems our customer’s experience.  Please contact us if you have any further questions.

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. 
Regards,
[redacted]

Thank you for contacting La-Z-Boy Incorporated. The customer took delivery on 12-2 of the right side sitting cuddler unit of the sectional. Kindest Regards,La-Z-Boy Incorporated [redacted]Escalation SpecialistThank you for contacting La-Z-Boy Incorporated. The customer took...

delivery on 12-2 of the right side sitting cuddler unit of the sectional. Kindest Regards,La-Z-Boy Incorporated [redacted].Escalation Specialist

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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The inaccurate response from Thomas M[redacted], General Manager of LaZBoy furniture would be something I would expect from a Used Car Salesman. The LaZBoy Technician, Craig [redacted] came to our home on three differentoccasions , not two. The first occasion was because of the wood undercarriage frame coming apart. Mr. [redacted] took copious notes and pictures, all of which he states he keeps indefinitely . Mr. [redacted] stated that person constructing the chair, neglected to apply any glue to the wooden joints. Mr. [redacted] glued the joints and secured the wood frame back onto the chair. He indicated that it was a quality control issue and that the problem was corrected. A few months later, the wood under carriage came apart again and Mr. [redacted] returned the second time and found that the glue and wood screws did not correct this fault. Mr. [redacted] took the wooden under carriage out to my driveway and worked on same out of his vehicle. He came back in the house and stated that he reinforced the under carriage with lag bolts and stated that would never come apart again. He agreed that the chair has design flaws and there is a lack of quality control. The third occasion (that Mr. M[redacted] forgot in his response to Revdex.com) was because of cheap leather dye coming off the headrest where my head rests when sitting in the chair. I had already sent photos to LaZBoy of this flaw and when Mr. [redacted], he returned with a new chair back probably with the same cheap leather. Mr. [redacted] came up with many irrelevant excuses on the quality of the materials and workmanship. At no time was any satisfaction displayed in re. to the repairs on this faulty product. I felt ripped off at every turn. Will some please Google LaZboy complaints and look at the negative blogs on this company. I am ready for Small claims court if Mrs Terasa [redacted], Mr. M[redacted] and Mr. [redacted] would like to be subpoenaed and Publicly support their product.Regards,[redacted]

I am rejecting this response because:  In essence the warranty covers nothing that can happen to the chair.  I was never told that the warranty only covered damage due to an "accident."  In my view severe color loss of a three year old chair is something that should be covered by an extended warranty as this is clearly a problem with the manufacturing of the chair.  Since fading or color loss is excluded from coverage I have no choice but to accept La-Z-Boy explanation.  I certainly won't shop there again and will be very cautious in purchasing warranties in the future.  You may consider this closed.  Thank you.

Revdex.com:At this time, I have not been contacted by La-Z-Boy Furniture Galleries regarding complaint ID [redacted].Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: for one they didn't correct the chair's issues....They took way too long to respond and I was forced to get the chair repaired by someone else. They never did acknowledge there was an issue with the chair, They came out twice and insisted that the noise the chair was making was normal. the gentlemen that came to my home and Repaired our chair (NOT FROM LA Z BOY) Was a man from our Church that builds furniture and he fixed it for free He said it was causing unneeded stress on the chair and causing the wood rockers to cause "Scrubbing marks" flat spots where it was skipping. He said that the chair noise was NOT normal the chair was assembled without the needed lubricant in this case was Wax between the wood slats that form the rocker mechanism. As soon as the wax was applied the noise went a way...Plus nothing was done about the head rest cushion.  My wife and I were so fed up with La Z Boy's lack of response, inappropriate and inaccurate comments in regards to the chair needing repair that we told them we did not want to deal with them any longer. We have been dealing with my wife's cancer and this was just too much for us to handle right now.....We told la z boy we accept the fact we have been cheated out of our money we have been given a substandard product and we got a product that La Z Boy will not stand behind HONESTLY in a decent time frame. We purchased an extended warranty that is basically worthless .. I think others need to be aware these chairs are expensive and the customer service is deceptive and very slow to respond to your needs... Plus I am shocked La Z Boy is NOT a member of the Revdex.com...If I had known that I most likely would not have purchased this chair... La Z boy did Not provide us with a solution...   
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Mr. [redacted],   I am sorry to hear about your concerns with your furniture.  I would be more than happy to look at the issues for you.  I will have to follow our warranty protocol, but again I would be more than happy to look at the concerns you have.    Sincerely,  ...

Jake S[redacted] Director of Operations ###-###-#### [redacted]

I will have someone contact you shortly.  This has been forwarded to the [redacted].

We apologize but due to the fact there are numerous
drops of blood on the sofa we cannot accept this item for a return or exchange.
As a one time courtesy we will try to clean the loveseat before returning it to the customer.

We will proceed with the actions sent in the last email. Full refund of the item less the pick-up fee.

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. See attached La Z boy Note dated Feb 11, 2017:  We were told "pick a DR cap code fabric which will not having seaming or noise issues",  which was a false and misleading stated offer, the replacement furniture squeaks!See attached La Z Boy 7/22/17 Store Letter:  Mr. Murray statement "we too are unable to get these units to squad at all".  This is a misleading false statement as the technician heard the squeak noises that BOTH sets of furniture make  - please reference our complaint details.We would like a full refund as the offers made during the last several months have not been fulfilled.  All pieces of furniture still squeak.Regards,[redacted]

Terms and conditions of the product purchased {special ordered item under sales invoice 0527706EZZQ} do not allow the return of the item, based on the inabilty to maintain the product or exchanging of batteries.Please refer to the terms and conditions on the reverse side of the sales invoice.

Feb. 27, 2016 To whom it may concern,   I have reviewed Mrs. [redacted] complaint. The recliner Mrs. [redacted] received was indeed manufactured in the correct leather. There is only one full-aniline leather in the La-Z-Boy line and it is what the customer received. It is the most...

expensive, durable, and it is dyed all the way through the hide. It is then finished with a UV protective coating to assure color retention for years to come. I am not sure what Mrs. [redacted] if referring to regarding thickness of leather, as there is no gauging of thickness by La-Z-Boy standards. If there is an issue with the performance or a service concern with this particular item I will, as always, be diligent in having it repaired. The service technician who was dispatched to this customers home on July 30th, 2015 did replace the back of the chair for the customer after he found a tiny hole in the top of the rear back of the piece. That service was completed in December of 2015. But he agreed that the leather is the correct full-aniline HL leather that was ordered and the chair was otherwise up to company specifications. If Mrs. [redacted] has any further service issues we would be happy to address any of them in a timely manor for her by calling our Rochester location [redacted] or she can call La-Z-Boy service directly at [redacted].  Regards,Tom [redacted]