La-Z-Boy Furniture Galleries

;I am rejecting this response because: Absolutely nothing has changed. I still have the broken down recliner glider chair taking up a large space in my nursery and our money has not been refunded. There has been no apology or retribution for the shameful hassle this has cause me and my newborn child during one of life's most difficult times. He is now six weeks old. We bought this chair to use to nurse him. Instead, we are spending our precious time following up and waiting around week after week.Further, their response uses the name "Ms. Wilson" in the last paragraph of their response. I have no idea who this person is. My guess is that they meant to use my name in this template-style response. Clearly they are still being sloppy and insensitive to our situation.

Good afternoon,     I am sorry to hear that Mrs. [redacted] is unhappy with the response to her complaint. Nowhere in my response did I claim to have tried to contact Mrs. [redacted], so I'm sure of what she means by this in her response. There was no need as I was very clear with her in our face to face meetings of my ntentions of not taking back her order. I did review the fabrics and styles with her at the time of her initial purchase before she signed the terms and conditions of her sales receipt, as I do with every customer who places a special order. The sofa that was removed from the Clay, N.Y. showroom was the 610491, Natalie, sofa. This is the exact sofa on Mrs. [redacted]'s sales and delivery receipt. Listed in the terms and conditions is that fact that we do not take cancellations on special order merchandise. This is a common practice within our industry and most industries where merchandise is custom made to a customers specifications. Mrs. [redacted] is now questioning if her furniture was a special order? This order was taken on June 8, 2017 and not delivered until August 4, 2017 the exact time it takes to place a special order and again, was signed off as a special order on the terms and conditions on her original sales draft. I can assure you with 100% certainty that Mrs. [redacted] received the exact merchandise she ordered and it was received in perfect condition as proof as she signed the delivery receipt stating as such. I had included the signed sales receipt, signed terms and conditions, and signed delivery receipt with my initial response, if they are needed again, please feel free to contact me and will be happy to forward them to you again. As in the past I appreciate the opportunity to give you good honest feedback when a customer has a complaint and look forward to partnering with you in the future. Regards,Tom M[redacted]General ManagerLa-Z-Boy Home and DecorClay, N.Y. p ###-###-####

We have attempted to contact Ms. [redacted].  When we have called her, the line has been busy.  Please have Ms. [redacted] contact our Chico showroom at her earliest convenience.

Dear Revdex.com
  Thank you for contacting La-Z-Boy. After writing to you. They did send the part for the chair, after over a month. I haven't heard from them at all if they are going to fix it or what they will do about the sofa. 
Wanted to tell you I did get the handle for the chair.
Thank...

you,
[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 technician from Laz Boy came to our home. When he saw what they sent to us, his exact words were " I'm speechless ". As you can see they sent us a piece of material to be sewn on the chair. The technician said that it was impossible for him to make the repair. He was going to send a report Laz Boy  explaining what needed to be done to make the chair right.[redacted]

This complaint was addressed with the customer prior to the business receiving the claim from the Revdex.com.

On behalf of [redacted] regarding complaint # [redacted]
I was late in responding to the last response from Lazy-boy because my mother passed away.  I am not in agreement with their last statement.  The bed that they delivered was not the bed that was ordered and therefore acceptance of the bed that was delivered is not an option.  I would still like to have the bed that was originally ordered delivered.
 
Thank you
[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:

[Your Answer Here]
 The response by LA-Z-BOY returns us to the original position of hopefully getting the right chair and still paying the original delivery charge.  There is no acknowledgment on their part of our time and energy that was spent waiting for the chair and waiting for the wrong delivery. Beyond that there is no acknowledgment of what we feel is very poor customer service by the salesman and manager in their response to us.   Our main reason for filing this is so that no other customer is treated the way we were. The request that the original delivery charge be eliminated and an additional discount be offered is secondary to the treatment we received as customers. If this is the best LA-Z-BOY can do we would rather take our business elsewhere. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The chair has been taken from Ms. [redacted]'s home.  We have asked that Ms. [redacted] or Mr. [redacted] contact us at ###-###-#### if there are any outstanding issues.

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. I will accept the $325.00 offered just to be done with this whole thing.

This website LIES about the store hours. They say they are open Mondays for business, but their warehouse is closed. Therefore, you CANNOT Buy a chair on Monday which you would like to pick up yourself, thus, I guess they think you would have to settle to pay them to deliver it the next day and you would have driven to Huntsville for NOTHING since the warehouse is not open. NO MENTION was made of this on their webpage.
To add insult to injury, a sales consultant said that the employees at the warehouse couldn't work seven days a week. True, but they can bloody-well hire someone else to fill the gap. I think this is a hidden way to try to get people to use their overpriced delivery service, and IT STINKS!

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] purchased an apartment sofa and chair on June 3, 2015.  At that time, a sales ticket with our...

Terms
and Conditions was reviewed with the customer. 
Per the Terms and Conditions of the sale, it states that for In Stock
merchandise, “You have 3 days to change or cancel an order after placing it
unless you have already received your furniture, except you may not change or
cancel orders for Clearance or As-Is merchandise.  You may not cancel your order or obtain a
refund after you receive your furniture.” 
The Terms and Conditions further explain, under Refunds and Exchanges,
that “We provide refunds or exchanges only in the following circumstances.  If you request a refund within 3 days of when
you place an order for anything other than Clearance or As-Is merchandise, we
will refund what you paid us unless you have already received your furniture.”  Ms.. [redacted] signed that she acknowledged
these terms and conditions at the time of purchase.   A copy of sales ticket [redacted]0 is
attached.La-Z-Boy
Furniture Galleries takes pride in doing their best to solve any problems our
customer’s experience.  In the interest
of customer goodwill, we will extend Ms. [redacted]’s credit to reflect 6
months from their last letter, dated September 25, 2015.  Please contact our Accounting Department at [redacted] if you have any questions regarding this credit.

Dear Revdex.com,Our records indicate that our client picked up two chairs and a reclining sofa in September 2014.  Our service department was contacted on June 23rd this year and requested to inspect color loss in the head area of one recliner.On July 1st the leather was inspected, the technician...

reported that the leather color in the head area only had rubbed off as a result of a saturation of head oils.  Leather parts are warranted for one year against manufacturing or material defects, improper cleaning/treatment voids the warranty.   This is the most common area for this type color loss. The technician offered at that time to order a new back upholstered at no charge  as a  courtesy while explaining to the client how to prevent this type of damage going forward.  This offer was refused as the client felt the leather was defective.  We escalated the concern to our cooperate office in Monroe MI Warranty Services.  Case # [redacted] was assigned to the request and on 07-08-15 they responded that the dye loss was a result of oils and not covered under warranty.  They offered a  40% discount on a replacement part.  This information was provided to the client the same day.We would be willing to offer the original courtesy replacement of the back upholstered with no extended warranty as there is no extended warranty provided to us.  It is recommended that the client increase the frequency of cleaning the leather to prevent this reoccurrence.  If accepted we can direct ship it to the client’s home. Sincerely,[redacted]Director of Consumer Services[redacted]

The account has been reconciled and the balance is zero. No money is owed by the customer.

V.P of Operations.

The fabric will be in our warehouse on Friday 07-29-16, we can deliver Tuesday 08-02-16 if that is convenient. They will need to contact our Service Department at [redacted]
select option # 2 for an agent. We are sorry for the delay.
 

I did pay extra for the sofa to have a skirt and there was also a charge for the upgraded cushions as explained to me by the salesman. The same sofa without a skirt was $100 less and the cushions I paid extra for also. I also upgraded the cloth.  The bottom line is I purchased this specific sofa (one of two models) that the store carries where I could sit with my back against the back of the sofa and touch the ground.  I am 5'1" so this was very important to me.  I was able to do so until the serviceman came and raised the sofa with taller legs.  I was very specific when ordering this sofa with the salesman Steve N[redacted].  He spent much time with me and the floor model I ordered did fit those requirements.  I do not feel I should be expected to go back to the store, obviously I would not have ordered that one if it didn't fit. I had first requested the manager come to my home however I was advised not to do so.  The service rep stated he would replace the sofa legs with the original legs but would have to shorted the skirt which would look ridiculous and not be the standard length or what I ordered.  The sofa was delivered with the legs which made the sofa fit me. This is not a quality piece of furniture that I was expecting to get.  It does not fit me, since I spent so much time with the salesman and as the manager told me "Steve said you were very specific" in what I wanted/needed I don't see how that is now not important to LaZBoy.  I have not received what I ordered or paid for.  If I had wanted to have a sofa that didn't fit I would have had a whole store to pick from not just 2 models that I was told would fit me.

I spoke to Mrs. [redacted] this week after service had been to her home. She complained that the piece was too low and that the skirt was touching the ground. Service discovered that the wrong feet had been installed underneath. They replaced them with the correct feet as shown in the example...

floor model photo that she selected from when she ordered. She then complained that the sofa was too high after the correct feet were installed. She stated that the sofa in her home sits differently than the one on the floor. I invited her to come back to the store to compare the two pieces. She refused. I offered to come to her home today at a time that was convenient for her. Again she refused my offer to come to her home to talk about the alleged differences between her model and the one she ordered from. She states that she paid extra to add a skirt and to have the cushions upgraded and now it sits differently than the floor model. The floor model has the same skirt and the same upgraded cushions, she did not pay for any additional upgrades. The only difference is the fabric. Mrs. [redacted] also complained that the skirt does not lay correctly and is not made well. I have included two photos of the floor model that she chose from and how that skirt lays. It is a very relaxed look and is not meant to be perfectly tailored. Ours is not perfectly tailored either.

Mrs. [redacted]’s expectations of what her sofa is supposed to look like and how the sofa is supposed to be made may be different than what we showed her on the floor and what she witnessed here in the store. The sofa is made correctly and is made to our specifications and has passed through several points of our quality control. It is a special order, there is nothing wrong with it and no refunds will be given.

This response comes for the Store Manager.

Dear Revdex.com,Our records indicate that our client picked up two chairs and a reclining sofa in September 2014.  Our service department was contacted on June 23rd this year and requested to inspect color loss in the head area of one recliner.On July 1st the leather was inspected, the technician...

reported that the leather color in the head area only had rubbed off as a result of a saturation of head oils.  Leather parts are warranted for one year against manufacturing or material defects, improper cleaning/treatment voids the warranty.   This is the most common area for this type color loss. The technician offered at that time to order a new back upholstered at no charge  as a  courtesy while explaining to the client how to prevent this type of damage going forward.  This offer was refused as the client felt the leather was defective.  We escalated the concern to our cooperate office in Monroe MI Warranty Services.  Case # [redacted] was assigned to the request and on 07-08-15 they responded that the dye loss was a result of oils and not covered under warranty.  They offered a  40% discount on a replacement part.  This information was provided to the client the same day.We would be willing to offer the original courtesy replacement of the back upholstered with no extended warranty as there is no extended warranty provided to us.  It is recommended that the client increase the frequency of cleaning the leather to prevent this reoccurrence.  If accepted we can direct ship it to the client’s home. Sincerely,[redacted]Director of Consumer Services[redacted]

We understand it is a power recliner and not a manual. We believe our records are correct. However, in an act of good faith we will provide an additional service call at no charge and evaluate the chair. If the noises are prevelant at the evaluation, the technician will bring the chair back to the service center shop and we will have our Service Manager inspect it and determine what needs to be done to eliminate the issues. I will create a new service order and enter the instructions. They just need to contact the Service Center to schedule the evaluation. Phone number ###-###-####.

[redacted]V.P.of Operations

We will as a one time couortesy order a new fabric part for the footrest and install it at no charge if the customer brings the base of the chair into our service department. If they want us to do it in the home, there will be a 60.00 charge for that service.