La-Z-Boy Furniture Galleries

We will allow the customer to return the sofa. We will refund her money less the delivery charge. She needs to contact the Store Manager Ray S[redacted] to schedule the pick up of the sofa. The money will be refunded after the pickup.

Dear Sirs,I do not accept the explanation from Lazboy.  The hole was not caused by an accident.  The location of the hole is on the footrest where your heel hits the material. It has worn a hole in the fabric, which is not covered by the Extended Fabric Protection we purchased.  They only cover accidental damage.Regards,[redacted]  [redacted]Sent from my iPad

After researching the customer information the customer purchased the chair on 11-21-2015. The chair was not ordered with the memory foam in the seat and the customer was not charged for the memory foam. We apologize for the lack of communication from the store and sales associate for not...

responding to the call. I have emailed the sales associate and his manager and instructed them to contact the client, which they will, so the issue can be resolved. 
Randy S[redacted]
V.P. of Operations
La-Z-Boy Furniture Galleries of Arizona

the response is absolutley not true.  the sales person offered the memory foam option for $100 extra and we accepted this and was charged for same, and the reciept clearly shows and additional $100 paid .  the sales person did not process the order to include the memory foam...
the store has responded and advised that a chair will be made and processed for delivery with the memory foam, however, that chair is not here yet and until the correct chair is recieved, is the correct chair and memory foam, the complaint exists.  the store did provide and email of the order for the replacement chair and this order also does not specifically state that the memory foam option was included...
 
the store still has the option to resolve this dispute by refunding the purchase price, including delivery at any time.  this was paid by check, cleared the bank and a store check for refund would resolve this issue.

Client was delivered chair on 12-18-13. They contacted the service department on 11-25-2014 regareding a manual opererated chair which the legrest mechanism was not working properly. When the technician arrived on 11-29-14, they expressed concerns about the power chair making noises when they...

operated it. The technician and customer at that time could not duplicate the noises that they experienced prior. On 5-01-14 customer called service department reporting the chair was making squeaking noises again. On 05-08-15 technician arrived at home to inspect the noises and they could not duplicate the noises they had experienced previously. We provide free in home service for one year after the customer receives the merchandise, however, due to the customer having repeated concerns six months prior we provided them with complimentary in home service the second time even though the service agreement had expired five months previously. Because the technician could not duplicate the concerns on two visits we will be happy to have our Service Manager evaluate the chair, but they will need to either pay the 60.00 pick up charge to have the delivery service pick it up and bring it back to the Service Ccenter or they can bring it into the Service Center, there will be no charge for the evaluation. The Service Center is Located at [redacted]. Hours of business are  Tuesday thru Saturday 8:00a.m. to 4:00p.m.Sincerely,[redacted]

We do not have any service records for this customer. Nothing noted they called have called into our service department. I left a message on day time phone number listed in the complaint. My message offered to have the customer bring the recliner into our service department for me to inspect. I...

included my direct extension and hours of operation.

[redacted]V.P. of Operations

The client has decided to cancel the chair. He is scheduled to have it picked up on 01-29-16. We will then mail his  refund check the following week. I appreciate he not e considering the claim closed until he receives his refund check. We apologize for all the confusion.

[redacted]...

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have been in contact with Stephen at the Customer Service Department and through his assistance all issues have been resolved. Thank you Stephen.

Regards,

Keep in mind La-Z-Boy does not make the leather, they buy it from the mills as can any other furniture manufacture.  What La-Z-Boy does above other manufactures is warranty the leather against defects for one full year, that's 9 months longer than the mills warranty to them.  Am I understanding correctly that you would also like us to replace the seat upholstered?  If that's correct, we would be willing to add that to the offer.  I will await a confirmation response.

Customer was delivered a sofa and two chairs on 03-27-14. At time of delivery customer concerned with fabric on front of seat on one chair. Customer service inspected chair on 04-02-14. It was determined the marks were from straps securing the chair during delivery. Customer requested exchange which...

was done 04-08-14. No other contact with customer until they called our service department on 01-09-15 with concerns about the chair mechanisms making too much noice. There is a service call scheduled to inspect the chair or chairs(no designation on if it is both or one) on 01-16-15. There will be  no charge for the service call because we cover all charges to the customers home for up to one year from the date of delivery. Everything will be under warranty and we will repair or replace the defective parts, if necessary.  [redacted] V.P. of OperationsLa-Z-Boy Furniture Galleries of Arizona.

I talked to [redacted] on 01-02-14 regarding the issue. It was concluded that due to the motion sofa sliding from normal use it had positioned to close to the wall and when reclining the back had hit the wall causing the damage. [redacted] felt due to that information not being presented to her that we...

should order another back for her(this is the second replacement) and install it at no charge. I agreed to do this one last time. The upholstered back was ordered on 01-03-14, we received it on 01-21-14. Contacted the client and scheduled to install it on 01-29-14, arrived at the 10-12 time window which was confirmed and no one was home. They have been rescheduled for 02-11-14 for the installation.Sincerely,[redacted]V.P OperationsLa-Z-Boy Furniture Galleries of Arizona

La-Z-Boy provides a one year warranty on fabric from manufacture defects. Defects are, seam failure, fabric seperation and nap loss. The customer purchased the extended warranty for her fabric. That warranty covers accidental damage for five years. Accidental damage referres...

to tears, cuts, burns or stains. The process is to contact [redacted] They must be contacted within 5 days of the accident and the information regarding the acccident must be specific. The phone number is [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.the is not a manual operated chair, but an electric operating recliner model 1hr515 rd103768  175 lancer power-xr reclina-rocke costing over $1300.serviceman was out within a few month after purchase and said because it was made on a wood frame which moves and causes the problem . there records are all mixed up.

Regards,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until the business has performed this action and, if it does, will consider this complaint resolved.

Regards,

Lloyd Shull

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We purchased two leather, La-Z-Boy recliners in 2006, that have been in use the whole time, and have never shown any wear of any kinds due to our cleaning.   That’s why we decided to purchase a new set of leather recliners and leather reclining sofa.  The repair man had made up his mind before ever seeing the recliner as did Mr. [redacted].  This must be their standard reply to keep from honoring the warranty. He never offered us a new back for the recliner at no charge at any time.  The voice message that was left on our answering machine said we could purchase it for a 40% discount.  The repair man never took pictures of the piping at center of the back that is also worn off or of the lower lumbar area that is caving in.   And what about the footrest that they don’t mention, that they took a picture of?  By increasing the frequency of cleaning the leather will only cause more damage to the chair, as the paint (brown leather) comes right off if you wipe it with a cloth.  We are reluctant to take any replacement for fear the leather has an ongoing problem after reading about other complaints on the internet.  Against our better judgment we will accept a replacement leather recliner or the back and footrest replaced in hopes that we do not have the same problem. It has always been a worry to us that the other furniture will have the same problem in time.  We would have preferred to have it all replaced.It’s a shame that La-Z-Boy has given up the quality of their furniture and customer service we once knew.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...

resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: This is a complaint against the Lazy-Boy Furniture Co. I was in their store in Redding, Ca. a couple of weeks ago. When I attempted to buy a chair the sales person told me there would be a $39.99 transfer fee added to the price of any furniture item I wanted to buy. This is not a delivery charge which is an additional $39.99. She said these fees would be added to the price tag price of any piece of furniture in the store. Since my visit I have seen both T.V and print advertising that had the same prices as the in store price tags. Yours Truly,

[redacted]Desired Settlement: Since no one can buy the furniture for the advertised prices without being charged this "transfer fee" I believe they are guilty of false advertising. This is over and above legitimate charges such as delivery fees and taxes.

Business

Response:

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.

Business

Response:

We understand your frustration and want to assure you that we have clarified our policies to all staff. We hope you will give us another chance at your business.

I purchased a Niagara leather reclining sofa and chair set in February 17 2016. It was delivered February 24 2016. From then until now, your customer service has been called to our home 4 times! The first call was within a month of purchase! There is a design flaw in this set! The wood has cracked underneath but it's just particle board, not real wood. The arms have been replaced, something else underneath the arms, screws, etc. We have no children here, just 2 adults. We don't mistreat furniture. We only got rid of our last leather sofa because it was bright red and would not match our new floors and new wall color; it was 12 years old and still in perfect condition but it was from The Leather Center, not La-Z-Boy. I have extended warranties on both items. I received a voicemail from Angel from 214-631-1813 today stating that the person that took pictures of the furniture Wednesday August 17, 2016 sent them to your corporate office and corporate only wants to order new parts. I don't want new parts or for this sofa to be fixed on, I want my money back! I don't trust this furniture! That's like buying a brand new car and within 6 months the car has been back to the shop 4 times! That's called a lemon and the dealership would be replacing that car or refunding all money paid! Well, I want my money back so I can purchase better furniture! I expected much more from your company. I thought you stood behind your product, I thought you respected your customers. I don't want to constantly to be reminded every time I look or sit on this furniture how horrible this experience is. I don't trust this product! I plan to post reviews all over the Internet and social media about my experience with your company.
Order number 0217606KXOL Total amount paid $3450.94 paid by check. Also I just learned that a lot of their stores are franchises which means their corporate office (La-Z-Boy) can't help even though these franchises are only selling La-Z-Boy products and their brand and logo and represent La-Z-Boy, ridiculous! For the money I spent, I expect better quality as well as better customer service.

Review: I purchased a sectional sofa, an area rug and misc. decorator items from La-Z-Boy in West Sacramento, CA. The sales associate indicated that the front legs of the sectional sofa should be placed on top of the area rug to secure the rug from movement and for best appearance. My sales associate assured us that the delivery people would install and setup all furnishings including placing the sectional soft on the area rug.

The sectional delivered immediately. The area rug and remaining items were delivered several weeks later. At the time of delivery of the rug, the delivery men refused to place the area rug under the sectional as promised by the sales associate.

Repeated emails and phone calls to my sales associate have either gone unanswered or unresolved.Desired Settlement: I would like La-z-boy to send someone to my home to complete the placement of the area rug.

Consumer

Response:

Dear Sir or Madam,

Review: Purchased a Lazboy Lift Chair 11/29/14 for $2189.72 after testing the floor model. A week later, the store called. The fabric we chose was not available. Had to choose another fabric. No problem, but oh, that will cost another $220. We paid it.Chair delivered 3/14/15. Now the problems start.When ever the chair is reclining or tilting it makes a terrible squealing noise. Called the the store and after 4 weeks finally got someone to look at it. He determined a metal part was rubbing against the fabric. he recorded the sound and left. No response.After 4 weeks, May 20, my wife finally contacted the repair dept. and his exact words were "live with it"June 3,called Lazboy Corp office. Were told they would get back to us in a couple of days. No response.June 17 called corp office again, spoke to a "Collette" finally got a reference No 175303. She informed us that she couldn't contact her own service dept.June 19 called corp. office again. Again we were told they could not reach their repair dept. My wife then told to pick up the chair and we want a complete refund.Lazboy touts there "1 year free in home service" What service? They look at it and tell you to "live with it"

Product_Or_Service: Lift Chair

Order_Number: 1411290034Desired Settlement: DesiredSettlementID: Other (requires explanation)

We want the chair picked up and a total refund.

Business

Response:

We have contacted customer and we have offered a full refund on the chair. Customer was happy with that. Thank you,Bonnie W[redacted]La-Z-Boy Furniture