La-Z-Boy Furniture Galleries

Review: In September 2015 I purchased a sofa from Lazyboy. Apparently the fabric I chose for my new sofa completely changed the way the sofa looks and feels. The back cushions are smushy and one is lower than the other two. The sofa in the store had clean lines and the back cushions were firm. Not so with the sofa I now have. In addition to the sofa issues, every single individual representing Lazyboy has passed the buck to someone else. The store manager was not very nice or helpful. He asked me for pictures which I emailed to him, no response from him. The service department was terrible, one person told me that they did not do service on Saturday, another one actually set up a Saturday appointment. The representative I called at the corporate office said she would be back in touch with me after she investigated the issue, she NEVER did call me or email me back. When I called back to see what was going on with my claim, the rep told me that I had to 'MASSAGE" the sofa. I called again today and spoke to a supervisor. She told me that there is nothing wrong with my sofa. I asked her the sales person did not inform me that the fabric choice may change the sofa, she offered no answers except to speak the to store manager. I just want to have the sofa I thought I was getting when I was in the store and that is not the sofa I have in my house. This sofa is not comfortable and is stressful to my lower back to sit on it due to the cushions making me feel like I am being pushed forwardDesired Settlement: I would like to choose another sofa that will work for me

Business

Response:

Please see attached photo. The sofa that the customer picked out has a blown fiber filling and as with anything that has loose fibers filling it, it has to be fluffed such as a bed pillow. This sofa is designed with a loose fiber filling because people like the feel but again if it is not maintained it will lose it's shape. We have explained this to the customer every time we have spoken with her as has our corporate office was she called them.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11425998, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]The sofa in the store is most definitely not like the sofa in my home. The back cushions on the sofa in the store are much more firm and do not need any fluffing. I have repeatedly explained this to each store representative to no avail. The first corporate customer service person I spoke to did in fact tell me that the sofa in the store more than likely has a different filling. I just want my money back and I will be more than happy to return the sofa that DEFINITELY is not like the sofa in the store.

Regards,

Business

Response:

As we stated previously this unit was a special order fabric that the customer had selected this is not something we sell often that is why we have all customers sign on the sale that they understand all special orders are non refundable and non returnable. The issues this customer is having with this unit is do to the fact that the unit as all furniture needs to be maintained. She keeps comparing to the unit on the floor at the showroom. Those units have a higher use than most in homes and our store employees maintain on a daily bases. We can not refund the customer due to the fact that she ordered a special fabric and now does not like it.

I purchased La-Z-Boy furniture in April 2015 and received the items in June 2015. As soon as I received the furniture I knew that the sofa sleeper that I purchased was not what I was wanting. I call the store and we scheduled a day for the service tech to come out and look at the sofa. The gentleman looked at the sofa and stated that this sofa had gone under redesign and added more stuffing to the cushion due to complaints of not being soft enough. My complaint was that the couch was to soft, the back of the sofa pushed you forward and if laid down on sofa the back cushion felt like they were pushing on you. The service tech stated that the only way that this can be fixed was to take out some of the stuffing, he showed me how this is done. When the stuffing was removed then I had the problem of the material not fitting the cushion. I called the store after this and tried to explained what the problem was. For 5 months I called the store asking and explaining that I was not satisfied with my purchase. Finally the manager of the store came out to my house end of October/ early November and I showed him the problem I was having. The manager gave me excuses that during the summer the store was in the process of changing over service companies to have this service back in the store. But no time during the summer was this message given to me. I felt through out the whole time dealing with La-z-boy, that I was being put off. Every time I called, I had to go through the same story with each person I spoke with and even with the manager when he came out to the house. After speaking with the manager he offered me to come in and pick out a new sofa. About 7-10 days later, early November my husband and myself went into the store to picked out a new sofa sleeper. While on the floor looking at the sofa's a different sale person came up to me asking if they could help. Explained my problems and sales person stated that they have a lot of problems and complaints with that sofa sleeper. Again, I was not aware of this and felt like I was making up this problem. The company had hundreds of excuses of why things were happening this way but never any apologies for the numerous times that I called with no solution to the problem. Decision was made to change out for even exchanged. There was about $50 difference. Manager stated that he had no problem refunding this amount. The order for new sofa sleeper was placed and the manager stated that he would call me in 10 days to let me know when he sofa will be delivered. Three weeks later no phone call yet or refund in the mail. Once again I call the store. Asking about the refund and date for delivery. It was told to me that the refund was going to go back on my credit card, so I needed to bring my card into the store and they were credit my card. This was not told to us at the time of new sofa being order. Then I had to explained that this was not placed on credit and a refund would need to be mailed to my address. Then was told that the sofa will be delivered in the last week of December. Again not aware of this. After the sofa was delivered, a call was made to asking if I should of received a new mattress since this was a even exchange. Old sofa/mattress traded for new sofa/mattress. I received new sofa but the service men removed old mattress and placed on new sofa. The old sofa was taken away. To me even exchange means: everything from old purchase given back for the new that was order. I paid for a new sleeper sofa/mattress but received just the sleeper sofa. Called and left a message for the manager to call back. Manager called back with this comment,"Hi this is Mark, I heard that you had called with question about paying for 2 slumber air, this is not true. Basically are deal is our deal. If you want to discuss this further and give me some ideal why I was not fair, call me back." I'm so discussed with the whole purchase of the furniture. I spend over $6000 dollars which is not just pocket change. To get a run around for 6 months from the sales personal and manager of the La-Z-Boy Madison,Wi. The furniture might be manufacture well but the service that I received, has changed my mind that I will never purchase from them again. I have not called Mark back because I know that I will only receive lips service. Customers Beware

Review: I am a Brooklyn resident who has been immobilized by [redacted]'s disease. I have been a happy La-Z-Boy customer in the past, after purchasing a chair with power lift features (the Ally model) to assist my health aides in helping me stand, when I need to be moved out of the chair.

As my physical condition has deteriorated, it has become harder and harder to breathe from an upright position. The first chair I purchased only reclines with the leglift feature activating. I wanted to purchase a chair with independent recline and leglift features, so that my shoulders could relax away from my chest, allowing me to breathe, and my feet could rest on the floor.

After looking at the product description online, and discussing the logistics of the chair with a salesperson on the phone, I felt confident that the Pinnacle Platinum was the right choice for me. The website states, "With an independently moving back and legrest that lets you choose any combination of reclining positions, including stress-free zero gravity."

Since it is hard from me to speak, my assistant asked, multiple times if the leg lift feature was independent of the recline. It was never clear that when the back reclines, the seat shifts angle, too, so that the angle between the torso and upper leg never is greater than 90-degrees.

If this is what "zero-gravity" means, this was never explained on the La-Z-Boy website, nor did we understand that this is what was meant when the salesperson described the recline function as "the back moving down." Also, the term, "including zero-gravity," seems to imply that zero-gravity is also an option, not a given.

Since I am housebound due to my condition, going into a store to try a chair is not an option for me. It is unrealistic to think that an assistant could go in my place to test a chair, since no one else knows what it feels like to be entirely immobile, and the stresses that my body feels in different positions.

The product description is a misrepresentation of the functions of this chair. There are also conflicting return policies between La-Z-Boy website and the store. The website seems to imply that returns are possible, but the store we purchased from has stayed firm with the no return policy. It seems like, under the circumstances, a major corporate company could make an exception.Desired Settlement: Since the language of the marketing is not accurate, I would like to return the chair for a refund.

Business

Response:

As stated on the customer invoice, which she signed, merchandise is not returnable.The information about the operation of the chair on the web site, is clear and correct.La-z-boy Galleries is a independently own store, and has a no return policy. Thank you,[redacted]service manager

Consumer

Response:

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,

Review: My wife and I purchased a leather sofa set on May 25, 2015 from La-Z-Boy on Veterans in Metairie, La. What gave us confidence to finance over $6,300 on this set was the promise given on the warranty by the salesman. We were told "If anything ever happens in 5 years, whether you accidentally puncture it with something in your pocket or if a kid writes on it with ink...ANYTHING happens, you are covered!" Upon delivery, we noticed all 4 recliners in the couches were very stiff and quite a challenge to put down unless someone helped you. Fearing we would end up with something worse if we made a claim, we let it go for a bit in hopes that it would loosen up over time, which it didn't. By early December we noticed the leather began wearing off and the padding was not holding up, to the point of feeling our backsides touching board when we sit. By Christmas, a guest of ours had such a hard time trying to close the recliner that the mechanism ended up puncturing through the back of the couch and the sheetrock. A claim was made after the holidays and a tech came out and spent over 2 hours taking pics in mid-Feb. We have been put off until my wife got a call this past week that a tech was coming the next day to change the mechanisms. She insisted she wanted to find out what was going to be done about the other issues, because ideally, a replacement would be preferred since there were so many issues at this point. Leather claim was denied stating it was due to something in the house. Really? No chemicals ever touched them! I am bald and my wife dries her hair, so no hair chemicals either! Today my wife was informed that a tech would need to take pics and the pics wife sent in weren't good enough. She explained they were indeed taken by a tech and weren't submitted by her and that he spent over 2 hours doing so. She showed no record of a tech ever being scheduled or any notes on it for that matter. We are tired of the excuses and being put off. Please resolve this matter once and for all. ThanksDesired Settlement: We are not impressed with La Z Boy at all, as this is not who we knew them to be in the past from family and friends' experiences. We would like them to do the right thing and either exchange the entire set, or preferably, issue a store credit to secure a more adequate set that would have a chance to last. We ask this because we aren't confident in that particular model, given the many issues we've had and the amount of money we paid for this JUNK that looks like it belongs in BIG LOTS.

Business

Response:

We are trying to get this issue taken care of as soon as we possibly can there has been a personal change in the office and that is why things are a bit confused after speaking with the customer on 4/26/2015 when we were trying to schedule for the tech to come and repair the mechs. that was when we were told about the leather. We contacted out corporate office who makes these kind of determinations and they did come back and say that it could be from body oils or hair product not matter how much you dry your hair the product is still there. But I explained to the customer that I was contacting our local Rep. to discuss this with him. When we were closing the conversasion we told her we would call her back as soon as we hear from our Rep. This was on Friday 4/29/2016 and our service office is not open again until Tuesday 5/3/2015.Thank You, ...

Review: On 10-6-2015, I agreed to purchase a couch from la-z-boy. The sales person made no indication that the order was a special order but did tell me the couch would be delivered in 6-8 weeks. On the 7th week I called to find out when the couch would be delivered. Carlos told me at this time that the order was going to take longer because the fabric had been on backorder but it was there then and the couch would be shipped out the week of 12-21. I called back on 12-21 and Carlos said that it had in fact not been shipped and there was no reason as to why. He offered me a 10% discount and assured me that it would be shipped from the warehouse that week. I called back this Monday morning 12-28, and asked Carlos to call the warehouse again. By 3pm when Carlos still hadn't called me back, I called and asked to speak to a manager. Joshua answered and said he would do some research then call me back. He called back that evening and told me that he had no explain action for why the couch wasn't delivered to the store already. He then continued to tell me that the entire situation was unacceptable and there was no explaination. I said I would really like to cancel the order all together. He then told me that the 6-8 weeks had only been an estimate and that if I cancelled a special order I would be charged 50% of the order. I told him I was never told that it was a special order. He said that my receipt said it was and that even though he knew the situation was unacceptable there was nothing else he could do. I looked up my receipt and it does not say that it is a special order, only a states that special orders have a 50% non refundable deposit required. I called LA-Z-BOY customer service and spoke with Bonnie, who yelled over me the whole time I was trying to explain the situation that the 6-8 weeks is only an estimate and that she cannot make the warehouse ship the order out. I called and left a message for corporate after hours, then called again today 3 times only to be hung up on after holding 10 minutesDesired Settlement: Because the order was financed through a sychrony credit card I've already had to make payments on it. I would like to be relieved of the "special order contract" and be fully refunded. I do not want any LA-Z-BOY product and I do not want to make any more payments.

Business

Response:

Please see the attached copy of the sale that was signed by the customer at the time of sale. You will see that she initialed on the lines that states "Special Orders may take longer than the estimate, 50% nonrefundable deposit required, items are nonreturnable". There is also a stamp from the store stating that the 6 to 8 weeks is only an estimate and again on the lower part of the sale you can see she signed again on another line that states "Special orders are nonrefundable and nonreturnable" We do not ask the customer to sign off on their copies due to the fact that they are signing saying they know this statement is fact. Also as you can see written on the sale this was voided on 12/30 and the customer has been refunded. Thank you,[redacted]La-Z-Boy Distribution CenterOffice Mgr.###-###-####

Review: We purchased a powered recliner/sofa from this company in July of 2015. We took delivery of it on 8/**/2015, and in less than a week, neither side of this sofa operates properly. We spent nearly $2000.00 on this single piece of furniture.I called the store, and I got was a phone number for repair/service and a smart remark when I mentioned how dissatisfied I was.I am now getting a run-around from service when I contacted them this morning.Desired Settlement: This item was obviously defective from the time it left the point of assembly. Less than a week passed when the sofa became inoperable. I feel that if a product breaks down in less than a week, it should be REPLACED, not REPAIRED. I ccan tell you this...this was NOT my first purchase from this company. Their quality has taken a serious nosedive while their prices have NOT!

Business

Response:

[redacted] had taken delivery of his power reclining loveseat on 8-**-15. He had contacted our office on 8-**-15, stating that the loveseat was making noise and not closing. The report was forwarded to our tech. and he has scheduled service for 9-*-15, in the morning.Customer [redacted] has accepted this service.Georgette C[redacted]

Consumer

Response:

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:

I spent over $1800.00 on a motorized reclining sofa that worked properly for 3 days...and they are being less than truthfull as I contacted the retail store initially on 8/**/2015. The person to whom I spoke gave me a number for their repair service which was closed already when I called, so, yes, I did initially contact [redacted] on the [redacted]. I accepted a service call ONLY because I was forced to. Ms C[redacted] told me that before an exchange on this defective product could even be considered, a service tech would have to inspect it. o now, I have to wait an additional week without the use of this product. Don't let Ms. C[redacted] get slick and bend the truth as far as she can, while omitting very important details.Again, I reiterate, I will accept ONLY a full refund or a replacement sofa.Thank you for your efforts on my behalf. They are appreciated[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.I presented the required paperwork to the business desk, and was refunded the full purchase price which I have verified has been credited to my credit card.Again, I thank you for your efforts aand assistance in getting this matter resolved.

Sincerely,

Review: On 8/17/2014 I purchased a total of $3696.66, which included a full reclining love seat, a full recline sofa and a single recliner. The single recliner now has a hole in the material on the footrest portion. According to their policies defective material is only covered for one year. We also purchased the5 yr fabric protection, which covers everything except defective material. It is REDICULOUS that when you pay this kind of money for, what you thought was good quality furniture, that within 17 months , you have a hole and they will not take care of it. I also notified the corporate office and was told the same thing. This ONE YEAR only protection for defective material was never stated when I purchased the furniture. Ours is a household with 2adults, no children.Desired Settlement: I want the Defective material either replaced or repaired at no charge

Business

Response:

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]

Consumer

Response:

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]Sent from my iPad

Review: On 12/31/15 I went to LaZBoy and spoke with Steve N[redacted] and explained I was only interested in sofas with a short seat area so I could sit with by back against the back and have my feet touch the floor. He stated there were only two which would fit me. One came with or without a skirt along the bottom which I ordered. On 2/13 my sofa was delivered and the skirt was 1.5-2 inches longer than the sofa and laid on the floor. I immediately notified Steve N[redacted]. Today 2/19 a service rep came out and exchanged the legs which were 1.5 inches taller which made my sofa too tall for me to reach the floor and the skirt still does not hang right. There is also a gap and overlap in the skirt on the front. He suggested I go buy coasters to put under the legs which would make it even higher and more impossible to be the correct fit for me. He also stated he could remove the skirt and shorten it but it would be very short, not the standard length he stated would show the bottom of the legs. I immediately notified the store manager who returned my call asking me to come to the store and sit on the model again. He said this could be a "teaching moment" if ordered wrong. I said no since it fit when I bought it or I would not have ordered it..I suggested he come to my home and see the sofa for himself today. He has put this off until tomorrow (if he shows up) . I feel I was very specific when ordering this sofa and have not received what I paid for. The skirt was an upgrade which I paid extra money for and also upgraded the cushions which was an extra charge. The manager said with wear the cushions would flatten out which would help, so why sell upgraded cushions that won't flatten??? I feel the legs on the sofa were correct when delivered and fit me but they are trying "quick fixes" which are making it worse and not what I ordered.Desired Settlement: I would like the sofa to be returned to the store and a full refund to my credit card. I am also filing a complaint with my bank regarding credit card charges.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

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.

Review: January 18,2016

Revdex.com regarding

“La Z Boy

One La Z Boy Dr.

M[redacted]”

Re: Order [redacted]

On11/21/14 I purchased a recliner per the above order...We were advised that the chair could be upgraded to a firmer seat for a $100 fee. My wife also wanted a green color, however, the sales person, Shane Fleishour could not confirm that this color was available, so we settled on a blue...Upon receipt of said chair on 12/30/2015 the chair appeared to be what we ordered.

Now only two weeks later, the seat seams to be less than firm. I contacted the La Z Boy store on 1/12/2016 at 11AM and spoke to a “Steve” about this order and he stated that to extra cushion status was not on the order, but the extra paid and our knowledge of this extra item seemed to confirm what we had ordered. He stated that he would have someone contact me within the hour...At 510PM on 1/12/16 I again called the store and the person at that time advised that he would email the appropriate staff and that I would receive a call the first thing this morning.....I also called on the 15th of Jan. And was transferred to the store and advised that Shane would call me when he came to work at 12 noon AND STILL NO CALL BACK!!!!!!!!!!!

Needless to say I have yet to receive a call, thus this letter, and now this complaint.

As it stands, I paid for an item that I did not receive. No one from La Z Boy has responded. I faxed this complaint to the corporate office in [redacted]. on 1/13/16 and no one from that location has responded either.

Paul R[redacted]Desired Settlement: this chair was not made properly, I have no desire to retain the product. It was only 12 days since delivery and we wish a complete refund and to have the item picked up by laz boy

Business

Response:

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 OperationsLa-Z-Boy Furniture Galleries of Arizona

Consumer

Response:

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.

Business

Response:

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.

Review: On March 24th 2015 lazyboy submitted an order for funiture. They advertised it would take 7-8 weeks to complete. I gave them 2500$ as down payment. They had a delivery date of June 18th 2015. The order was incomplete and not put together . I rejected it. The delivery man Dallas was rude and had to asked to leave my home because of rudeness.Prior to this my interaction with assistant sales manager Candace was unsatisfactory. She was not clear in what my purchase intaieded was condesending and generally arrogant.. She supplied me with an inaccurate diagram of my purchase. After this encounter with the Cranberry store and Candace I attempted to change stores but was told the Cranberry store would still be in charge although Tara at the Robinson clarified my order.The delivery was botched and the order incomplete. As of July 10th there has been no resolution.Desired Settlement: I desire a refund of my down payment 2500$ to my Amx card.

Business

Response:

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]

Review: La-Z-Boy charged as "new", 2 damaged pieces of furniture shipped from their damaged goods warehouse. Plus credit never received for wrong item shipped

Revdex.com complaint # [redacted] and [redacted] La-Z-Boy Store

Sales Rep: [redacted];

Store Manager: [redacted], ###-###-#### ext ####.

Store's accounting = Total of Sales $10,232.38

Minus Credits $ 906.91

Payments made $ 8,687.29

Store is requesting balance due of $ 638.18.

Complaint due to two replacement pieces advised by sales rep "as damaged", and damage credit would be applied to balance. But store continues to invoice as new pieces ($280.99 + $500.99).

Also, store has never issued credit on wrong [redacted] light fixture delivered and returned to store, ($440.99), although the $440.99 amount is included in their "Total of Sales" amount listed above.

History: 14 piece Purchase/ deposit paid on 5-13-13; $6,000.

Delivery charges paid 7-31-13; $1,280.11

Partial Delivery on 8-03-13

Final delivery 9-07-13: back-ordered love seat & 2 replacement pieces from damaged goods whse

Final payment made on 9-01-13; $1,399.18.

Three pieces were returned to store on 9-07-13 and 9-12-13 due to: wrong light fixture shipped, (Ticket #[redacted]; I cancelled replacement for [redacted] light fixture)and wrong size/color selection by store decorator. When I asked if I could purchase a seagrass drum table ($280.99 new) and a Andra lamp ($500.99 new),as replacements, I was advised by the sales rep that only damaged pieces were available for these two items, from their damage goods warehouse. He also advised I would receive discounted credit for these two pieces.(Ticket #[redacted] charged $932.92 as new). These two damaged items were delivered along with the long overdue back ordered love seat on 9-07-13. I was also charged a $79 delivery fee, which I argued should have been comped due to the excessive delay in delivery for the love seat ordered 05-13-13. The damage is quite noticeable on the replacement lamp and table.

I communicated my complaints several times with the sales rep, and also left messages with the store manager. The billing department was rude on several occasions, as I tried to explain the problem.

Initially, when I requested an itemized bill, they sent me an invoice with only code numbers with no explanation. When I complained that I could not understand the bill, the billing dept mocked me, stating that anyone could understand their bill. I then proceeded to communicate with the sales rep, who was able to send me an itemized statement. It was from this new accounting that I was able to determine the erroneous charges. I then made several attempts to reach the store manager, who I have yet to speak with, about the errors in billing.

A side note: initially I was billed for furniture protection charges, which I never had agreed to. I complained and the store issued credit.Desired Settlement: Settlement requested:

Credit for two damaged pieces charged as "new"

Credit for light fixture that store claims I was never charged for, yet the cost of the light fixture was included in their overall balance.

Total requested: $638.18 credit which should leave a balance of zero owed to the store.

Business

Response:

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

V.P of Operations.

Consumer

Response:

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: I purchased a Power Recline XR+ Rocker Recliner with Power Headrest & Lumbar on 12/18/13. shortly after

receiving the recliner it started crack & jerk making quite a bit of noise. Lazy Boy came out under warrantee

and said that due to the frame being made out of wood that this is normal. I called a second time because

it got worse and they said that nothing could be done. This chair sounds like it should be 20 years old with

the cracking, popping and jerking when you use the power control to move the chair position. I do think

this is very unsatisfactory and very poor quality. We have purchased numerous items from Lazy Boy and

this is the first time we are very dissatisfied and will not buy another Lazy Boy if this cannot be fixed.Desired Settlement: Remove and repair chair so as not making all these noises and jerking or replace chair or return my money.

Business

Response:

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]

Consumer

Response:

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,

Business

Response:

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

Review: We special ordered sectional Devon LA-Z furniture on Jun 21st , 2015. The purchase price was $4,858.51 which was paid in full before the pickup. No delivery was available . The furniture was picked up at the store location on August 26st, 2015. It was completely wrapped for shipping therefor we couldn't inspect it at the store. Once we got at home, we discovered several problems. Firstly, it was shipped with the wrong mattress, secondly the recliner was sewn wrong, and the cushions weren't properly stuffed. We contacted the store, and they ordered the proper mattress, which was delivered shortly to our house. We showed them pictures of the recliner and the cushions . They agreed that there was a problem, therefor they ordered a new seat back for the recliner. The seat back arrived within few weeks and it looked worse than the original one. We talked to store's salesperson and she recommended to contact the costumer service, which we did. Lazy Boy send a technician from US Quality service to our house, which wa October 22 nd, 2015. The technician agreed that the cushions needed to be restuffed and the seat back replace. He took several pictures and submitted the claim to Lazy Boy. Within several weeks we received 4 out of 7 new incerts for the cushions, which they still didn't fit properly. I contacted costumer service with the question about the cushions again and the seat back, so they said they will send the technician again. The same technician ( his phone number is [redacted]) came to our house on December 10, 2015. He used the stuffing from the old incerts to restuffed all of the cushions. It looks little better but not satisfactory. Again he agreed that the recliner was not properly sewn and he said he is going to resubmit the claim. He also suggested to contact the Revdex.com, since Lazy Boy doesn't nesesserly follow his recommendation. We didn't hear about our claim for several weeks again, so I contacted costumer service and they said the case was closed.Desired Settlement: To get the cushions and seat back repaired, or replace the whole furnature.

Business

Response:

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]

Review: On 7/5/2015, I purchased a Gold Monaco Sisal 8 X 10 area rug, along with a couch, loveseat, chair, 2 0ttoman, 2 lamps, etc., amounting to approximately $6,000. As I understood, most all of the items needed to be ordered. The delivery was set for September 5. I ordered the rug, ottomans and lamps as a surprise for my daughter and at the time I ordered them the salesperson was aware of this and that when my daughter got the items if she didn't like them she could return or exchange them. When my daughter received the furniture, etc. on September 5 she felt the Gold Monaco Sisal 8 X 10 rug was too dark and requested to exchange it for a lighter rug....she was told it could be exchanged but had to pay a 30% restocking fee. This restocking fee was never mentioned to me or my daughter and it is nowhere to be found on the invoice (front or back) or any of the other paperwork we had. My daughter contacted La-Z-Boy Sept. 6 8, 9, 11 and I contacted them Sept. 13 and 15 to no avail...My salesperson was [redacted] who is no longer employed by the Mesa La-Z-Boy. I could understand it if it was something that was covered with a certain fabric like a chair or the ottomans, but not a rug.....Desired Settlement: Would just like to have the Mc100 Gold Monaco Sisal 8 X 10 rug replaced with like rug but a lighter color of my daughter [redacted] choice. No restocking fee.

Review: We in good faith purchased a set of furniture paid for it not knowing we were not supposed to sit on it. It was sold to us as all leather furniture. Within seven months, one of the recliners started having the color come off. It appears this was painted on, not dyed all the way though, which would make it not all leather as told to us. The pretty shinny brown has now turned into a dull ugly light tan in spots. The piping has worn off in the middle of the back. The filling in the arms and back have suck in and looks twenty years old. The foot rest has the paint coming off. All of which the service man did not take pictures of or mention in his report.

My wife sold furniture for La Z Boy for years and I work as service and repair manager in New Mexico. We never saw or heard of this problem before. I worked on numerous leather furniture and never observed this.

We purchased two La Z Boy leather recliners in 2004 and they still look great. There is no oil damage or wear and we used them much more than these have been used.

The service man ([redacted]) had predetermined the problem before even seeing the furniture. He said this was a common problem with these chairs and he saw it all the time. He did not investigate and overlooked all the other problems. I feel he treated me like I was stupid because of my age and I did not appreciate it.

When we protested to the manager of the Ina Store, [redacted], where we purchased the furniture she wanted us to do her job and fight with the factory over our problem. We bought the furniture at the Ina Store and feel the problem should be handled there, the factory has not seen the furniture.

The furniture is not all leather and is cheaply made and is not acceptable. We want the chair replaced and an extended replacement warranty on the rest of the furniture if this happens to it. Although it appears the warranty is not worth having. Or pick up the furniture and refund our money

Very Unhappy [redacted]Desired Settlement: The furniture is not all leather and is cheaply made and is not acceptable. We want the chair replaced and an extended replacement warranty on the rest of the furniture if this happens to it. Although it appears the warranty is not worth having. Or pick up the furniture and refund our money

Business

Response:

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]

Consumer

Response:

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,

Business

Response:

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.[redacted]

I purchases a rocker with upgraded leather and after 11 months noted that stitching was unraveling. Took pictures to store and the manager told me that they would have the piece remanufactured and replaced within 5 - 6 weeks. 5 1/2 months later the store called and said that they would come to my home in 5 days to do repair. Upon service persons arrival they wanted to argue that piece did not need repalacement, work would lake 1 hour so I had them take chair to store for work. Here it is 1 week later and NO CHAIR! I visited with store manager today and was thrown out of store after discussing my issues with his store and service. A job that would have taken 1 hour in my home took 2 WEEKS in store! Manager wanted me to know that he was doing me a favor in that he was repairing my chair for free - out of warranty. He had to prove to me that the repairs were being done out of warranty, he was incorrect. My chair will be returned to me in one week. I put it in writing but he would not sign the document. LAZY BOY NEVER AGAIN!

Review: I purchased a sofa and loveseat from La-Z-Boy on August 22, 2014, and it was delivered on October 4, 2014. I purchased from La-Z-Boy, because I believed that I was buying quality furniture, and they warranty it up to a full year. All of the furniture cushions have threads everywhere and two of the arms look worn out. So I put in a service call. I was instructed to purchase a fabric shaver to fix the problem? I was insist ant that someone come to my home and correct the problem, since it is under warranty. A technician came over and took pictures, but did nothing to the furniture. He instructed me to call after ten business days if no one contacted me sooner. I phoned Customer Care 877.738.8852 and spoke with Heather. She looked at the pictures and said All I see is a beautiful couch. Again, I told her that the furniture is a very dark color and there is damage. She told me that she would have a technician take a look at the pictures and call me back. Its been over a week and no call.What I gather from La-Z-Boys customer care is that they are very well versed into NOT honoring warranties. The language they use is that this is this normal wear. This is the sixth couch set I have owned with the similar fabric, and this has NEVER EVER happened before. I thought I bought from a reputable store that stands by their product. I will never purchase form them again and will advice other not to also!Desired Settlement: I would like them to honor the warranty and repair my furniture.

Consumer

Response:

Dear Revdex.com,

Review: *multiple damaged deliveries

*miscommunicated delivery schedule

*poor communication

*no effort to reconcileDesired Settlement: Billing adjustment and immediate delivery reconciliation.

Business

Response:

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]

Review: After purchasing a leather sectional couch on May 31, 2015 and delivery on April 10, 2015, we noticed after 3 weeks that the cushions predomintely used were going flat. We contacted [redacted], Store Manager for Redding, and she advised us to call Comfort Care. We called Comfort Care and Jose came out in May, took pictures of the two seating areas, and said we would be receiving fiber in the mail and when that arrives we should call Comfort Care again and he would be out. We did not received anything in the mail, so I called [redacted] in Redding, and she said it looked like it was backordered and I should call Comfort Care again. I spoke to [redacted] at Comfort Care, but she didn't have any time frame and didn't seem interested in assisting. I called the Sacramento Lazboy and was connected with [redacted] who is a laison between Lazboy and Comfort Care. He began to research the issue and got back to us that same day, July 9, 2015, and the order was backordered until Oct. 30, 2015. They were willing to give us $200.00 off. We really like the sectional, and are very disappointed with the lack of concern. All we want is to have it stuffed the way it should be. The back and seat cushions are considerably flat compared to the rest of the couch. My husbands back is challening him most of the time and now the couch is not a comfort zone. We paid $3,000.00 for this which is a lot of money for us. We would just be happy if we could have the couch in the same condition is was when purchased. But, my concern is, even if we have it stuffed with more fiber, will this happen again???The leather is in great condition, the fiber is the problem.the fact that we have not had a follow-up phone call from anyone from Lazboy is poor customer service. The last contact we had was Thursday, July 9, 2015. This was our first purchase with Lazboy and I thought we would be doing business in the future but at this point, I don't think so.Desired Settlement: Either replace the sectional with one that the fiber will not break down or repair the existing one so it does not occur again or a complete refund.

Consumer

Response:

Attn; Revdex.com

Review: La-Z-Boy pulled the old bait and switch on our purchase. My wife and I entered this store and placed an order for 4 pieces of furniture. One of the pieces was a double cushion sleeper with memory foam. The double cushion was the only one on the showroom floor. My wife and I sat in the double cushion and my wife pointed to it and told the sales rep “we wanted that one”. There was absolutely no other choice but the double along with the fact that because of the size of the room there was no way anything other than the two cushions was going to fit. My wife initialed each one of the pieces depending on the sales rep to know what each of the product codes were and to be giving us what we pointed out. As a customer we have no idea what the codes are especially when there is no distinct description, it was pointed out on the showroom floor exactly which one we wanted and it was told to us this is what was entered into the system at $899.00 plus the memory foam for $300.00. Well upon delivery it was discovered that instead of a double cushion sleeper it was switched to a three cushion queen and the price increased to $1297.00. Of course we refused delivery and tried to handle this with the [redacted] with no success. In talking with Mr. [redacted] he made it clear that in order to clear this matter up we would have to pay restocking which we feel we should not have to pay since it was the store’s fault. He even called his manager Mr. [redacted] who also said we would have to pay restocking fee. As a regular customer who has made other large purchases with La-Z-Boy I would think you would not be quibbling over $200 vs customer loyalty especially when the switch was made on your part. I would appreciate your assistance in this matter. You can also call me at [redacted]. Thank you for your attention to this matter. Attached is a copy of the order with the item in question circled.Desired Settlement: My wife and I would like to have the correct sofa delivered to us without having to pay a restocking fee for the one that we did not order.

Business

Response:

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