La-Z-Boy Furniture Galleries

We are in contact with the client and are actively working with the client and manufacturer towards a resolution of the concerns presented.  Due to the nature of the concerns, and actions need to complete, ordering of parts and etc resolution is not an immediate option.

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:

We kept the windows open 24/7 on the warm days, and as much as we could in the cold days.  We were walking around freezing in our own home.  Despite that, the smell has not completely dissipated, especially on my chair, where the smell is more intense ([redacted]).  As I said, a leather smell would not cause headaches and my eyes to water.  I have dealt with outgassing from carpets, new cars .... in fact, we had 2 leather recliners before this - and the outgassing was gone in approximately 3 days.  We thought, by buying such expensive chairs, we would have a better product, not worse.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] And [redacted]

After receiving this second complaint, our organization did more research and found our customer [redacted] has two customer codes in our system and that is the reason we were unaware of the the charge of $1858. The bed that Mr [redacted] desires does not exist and cannot be ordered to his specifications. The Store Management team where Mr [redacted] purchased this item will be sending a letter of apology for the error and to communicate what can be done for Mr. [redacted]. There are two options 1). Take the bed that we attempted to deliver or 2). Refund his money. 
Thank you

[redacted] Please see the attached for the response that we had previously sent to La-Z-Boy Corporate concerning this customer (after she contacted them). We had refunded $200 to the customer which was $84.79 for the delivery charge plus an additional $115.21 for a total of $200.00 which we felt was more...

than fair. Also, we have an email from Ms. Andries stating that she had locked up the dog twice and twice it got out.

The Pillows in contention have been delivered to the customer.  We consider this matter resolved with no further statement.Thank you

Hello [redacted],  Tom Murray has sent the customers complaint to me for handling.  La-Z-Boy Incorporated is authorizing a replacement of the chair for the customer. I called the customer on 9-9 and left a voicemail that we are authorizing a replacement and that they will hear from my office in...

a week to go over the replacement process and that when the customer has a replacement chair delivered, the chair in their home will be picked up and returned to our distribution center.  Thank you,  [redacted]

Revdex.comAttn: [redacted]Dear [redacted],RE: [redacted]Thank you for the complaint from [redacted].We have forwarded the customer's Revdex.com complaint to the store where his purchase was made for their review.The store advises...

me another delivery of the furniture is going to be made on August 7th. They advised the lamp shades for the lamps were missing on previous deliveries and the entire order of furniture was refused by the customer.We are confident the delivery that will be made on August 7th will be complete.Kindest Regards, La-Z-Boy IncorporatedDonata H.Escalation Specialist[redacted]Case Management # [redacted]

Please excuse the error in our previous response.  It is our understanding that Ms. [redacted]'s issues have been resolved.  We apologize for any inconveniences that Ms. [redacted] has experienced.  We have relayed her experience to all parties involved.If Ms. [redacted] has any outstanding issues she would like addressed, she may contact us at ###-###-#### during normal business hours.

February 8, 2016Revdex.com[redacted]Dear [redacted]:RE: [redacted]We have reviewed the complaint that you sent to us from the customer.On December 10, 2015 we sent a technician to the customer’s home to stuff the backs in all of the...

furniture. The technician's report advises he stuffed the backs to the customer’s satisfaction.A right side sitting outside back sewn was ordered and shipped to the customer, and she contacted our office on February 3rd to say she had received the part, and she is scheduled to have a technician install the part on February 25th.As a manufacturer, we provide a warranty that is limited to repair or replacement of parts of the furniture.Kindest Regards,La-Z-Boy IncorporatedDonata H.Escalation Specialist[redacted]

[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:  I called them many times and I even went to the store in may.  all times I was told they could do nothing for me.  The last time I decided not to deal with them but to contact you.The noise may be normal but I was never told about it when I ordered it on line.  and I was ill during april and did not try the chair until the end of the month.  that is when I started phoning them. I would never ever have bought a chair that made such an awful noise... it's just awful  !!
Regards,
[redacted]

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.[redacted] purchased from our [redacted] showroom on November 29, 2014.  Per her signed terms and conditions of the sale, [redacted] acknowledged the she understood our Lowest Price Guarantee.  This states, “If within 30 days of your order date you see the identical merchandise advertised for less, under the same terms and conditions, we will gladly refund the difference in full.”  [redacted] contacted us approximately three months after her date of purchase, which exceeds the 30 day Price Guarantee timeframe.  In the interest of customer goodwill, we have reached out to [redacted] and offered resolution concerning this matter.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  We will be going into the store sometime this week to pick out new furniture. I just wanted to let Mr. [redacted] know that the gentleman who came out to repair the recliner, cut a metal piece off of the recliner rear head part. This is what caused the additional damage to my wall. He took photos on his cell phone while he was here. After he cut the metal piece it did not damage the wall anymore. I believe he failed to tell Mr. [redacted] this after he was here. I have no reason to lie about this. You can come to my home to check it out. I am accepting this offer with the assumption I will not have the same problems with the furniture that I did the first time. I will also be sending in a letter of response explaining what happened. Regards,  [redacted]

RevDex.com
3075
Beacon...

Boulevard                                   �...⇄ /> West Sacramento, CA  95691     
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.
Ms.
[redacted] came into our Chico showroom and spoke with our Store Designer.  Ms. [redacted] explained that she had a sectional
in her home and she was interested in two loveseats to replace it.  Our Store Designer told Ms. [redacted] about our
In Home Design program, in which she would come out to the customer’s home to
take measurements and provide a full scale presentation for the customer.  Ms. [redacted] declined to participate in this
complimentary program and came in later to special order her loveseats with her
own measurements of the room. 
The items Ms. [redacted] ordered are special order due to the change in pillow fabric.  All changes to product that differ from our stock units must be special ordered.  Per
our terms and conditions, as signed and acknowledged my Ms. [redacted], “We make
special order furniture specifically for you and your home.  You may change or cancel your order within 3
days of placing it.  After that three-day
period, you may not cancel or change your order or obtain a refund.”  The terms and conditions further explain,
“Special order, Clearance, and As-Is merchandise cannot be returned or exchanged for any reason.”  In addition we require the customer to verify
the item and the upholstery to ensure accuracy for every special ordered item.  Ms. [redacted] initialed and confirmed that what
is listed on her order is correct. 
When
Ms. [redacted] called in to express her dissatisfaction our Store Manager and Store
Designer came out to the customer’s home, per her request, to take a look at
the layout of the furniture in her home. 
They agreed that a sectional would take up more space in the home and
contacted the corporate office to see if an exception to the special order
policies would be allowed.  They received
confirmation that they would be allowed to offer Ms. [redacted] an exchange of her
furniture with the condition that there would be a restocking fee because they
are special order units.
During
the time Ms. [redacted] made her purchase we offered a gas card promotion.  Ms. [redacted] the disclaimer notifying her that,
“I received these Gift Cards as part of the current promotion through La-Z-Boy
Furniture Galleries.  I further
understand that if I cancel or return my purchase for any reason, my Gift Cards
are not returnable and the Total Gift Card Amount will be deducted from my
credit or refund amount.”
La-Z-Boy
Furniture Galleries takes pride in doing their best to solve any problems our
customer’s experience.  We are more than
willing to address the concerns of our customers in a timely manner.  We will be in contact with Ms. [redacted]
directly to discuss the status of her exchange. 
Please contact us at ###-###-#### if you have any questions.

Hello Revdex.com, Thank you for the letter...

from Mr. and Mrs. [redacted] The sofa was originally refused by the customer on November 11th of 2016. The needed adjustments were made and the sofa was rescheduled for delivery on December 23rd 2016 however it was refused due to concerns with the frame. Due to the delay and the customers experience a 20% credit in the amount of the purchase price of the sofa has been added to the sales order. Thank you, Sydney G.La-Z-Boy IncorporatedCustomer Service Representative

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.]Tom references a phone call that will be made to me by the [redacted] on 6/27/17.  As of 7:23 pm, I have received no such phone call from the store. 
Regards,
Colleen [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] If you were to go into the store and pretend to want a chair upholstered in leather and ask to see the leather, you will be able to see the difference in the leathers. (As a further proof…they will suggest that you buy something to condition the thinner leather.  If you choose the thicker leather, they will tell you that you do not need to condition the leather because the color, etc. goes all the way through – it is their “best”.  In addition, you could ask for a quote on both the leathers.)  The store will not let you take the samples out of the store.Yes, the company did replace the back of the recliner because of a cut, but – again – the leather is much thinner than the one I chose in the store.You can also see the difference of the leather if you were to compare the sample with  the leather where it is stapled to the chair.  At first they said it was because it was the same leather as the one I had chosen, but the backing on the leather had been scraped (or cut, I can’t remember exactly) off.  Then they said that it was because it was stretched – However, if you feel the leather on the arms, etc. you will see that it has not been stretched and is loose.If you need me to do anything more, let me know.Thank you.

March 22, 2016Revdex.com[redacted]Dear [redacted]:RE: [redacted], ID [redacted].Thank you for the response from Ms. [redacted].Our records show another outside back cover was ordered for the right side sitting end recliner and was delivered to the customer on March 16th by UPS.Please have the customer contact our office at [redacted] to schedule an appointment to have the part installed. The service ticket # the customer can refer to is [redacted].Thank you again for bringing this matter to our attention.Kindest Regards,La-Z-Boy IncorporatedDonata H.Escalation Specialist[redacted]Case Management # [redacted]/ RMS Ticket # [redacted]

We have attempted to contact the customer for resolution and are waiting to speak with them about next steps.

Dear Revdex.com:Thank you for the letter from Mrs. [redacted]A technician was dispatched to the home after a call about the fabric of her chair fraying and wearing. The technician provided a report to his service manager, Tom. On 08/16/2017, a representative contacted the customers to advise that the unit is...

built as designed. The cover is not fading. There are a few of the flowers that are a more vivid red than the rest of the product. Mr. & Mrs. [redacted] were contacted and a voicemail was left. Mr. [redacted] called back in and spoke to a representative and it was explained that the recliner is built as designed. It was offered to the customers that a photo of the master swatch could be sent so they can see that it is supposed to be this way. This was declined by Mr. [redacted] The representative offered to replace the arms and the seat, but they would be produced the same way. The call ended after this conversation. On the same day, Mrs. [redacted] called in and spoke to the same representative as Mr. [redacted] She asked to speak to someone higher. A message was left for a specialist to contact her the next day.On 08/17/2017, Mrs. [redacted] was contacted by the specialist. The specialist advised that the unit was built as designed, and that this is normal wear. Ms. [redacted] insisted that the fabric was muddied and it used to be crisp. The specialist offered to review the photos further and provide a call back.On 08/18/2017, Mrs. [redacted] was contacted again. The representative advised that she would be willing to order the arms and the seat for her unit as a courtesy. Mrs. [redacted] declined.On 08/22/2017, the service manager, Tom, called and spoke to Mrs. [redacted] He explained the history of the cover and that it is available to all stores across the country and there are no reports of failures with this cover. He explained all of the testing that the fabrics go through before they are put into the line. Mrs. [redacted] asked for an exchange of the chair and the matching loveseat. He advised that he was being generous with the offer of courtesy parts and he would not authorize an exchange. Tom asked if the unit was ever cleaned, she advised it was not and she doesnt feel like she should have to care for the fabric after only 3 months of use. Tom advised that the offer for the replacement parts would be valid for the first year. Mrs. [redacted] advised that she would be looking for other ways to get the units replaced and disconnected.The unit is built as designed and a refund will not be given per the warranty terms and conditions.If Mrs. [redacted] would like to have the replacement parts ordered, please have her contact [redacted] and reference her case number, [redacted].Kindest Regards,La-Z-Boy IncorporatedAutumn W.Comfort Care Representative

Complaint: [redacted]I am rejecting this response because:  The bed was paid for when purchased with a Visa card on 4/16/15 $1858 so the order should not have been just cancelled without contact.  Pictures attached were sent to [redacted] when it was delivered and he was supposed to call back after receiving them showing that the bed purchased was supposed to be a high boy (old bed) and the bed delivered was not a high boy (new bed - darker)  brackets are much lower on the bed that was delivered then on the bed that was ordered.  I would still like delivery of the bed I ordered and paid for.Sincerely,[redacted]