La-Z-Boy Furniture Galleries

Review: In November I went into lazboy to look around as I had bought a brand new sofa loveseat and chair that was not firm enough because I am disabled and have alot of medical and back issues. The sales person [redacted] said if I purchase the couch and loveseat that I was looking at, I would be able to take advantage of the current sale price. I explained to her that I would need to sell my current set to make room and I was in no hurry. She said if I ordered it right then I could have it delivered whenever I wanted. I asked what happens if it goes on sale and [redacted] said that once delivered and the set goes on sale again within 30 days after delivery they would refund the difference. In January or February I still had not sold my set but got a I finally agreed to the the deliver date of February 2nd I believe. Not even two weeks later it goes on sale for $650.00 less then I paid. I contacted [redacted] at the store to tell her about the huge difference and she said It was only refunded within 30 days from the November date of when I first came in. I opened up the account with [redacted] directly and they tell me the date of purchased is in February when it is delivered. That is absolutely not what [redacted] said or I would not have agreed to that. She apologized and said there was nothing she could do, she already got her commission. We can argue back and forth all day, my word against hers, that is what she told me. Remember, I had a set that I had purchased before going into lazyboy so I was not in a hurry and if I had not been told about the 30 days refund from the delivery date I would not have had it delivered. I also contacted lazyboy corporate office and they said these things are usually handled by the local office and someone would be contacting me. I never heard from anyone so I sent another email and have not heard from anyone. I did not want to have the local office call me anyway, only to repeat the same story.Desired Settlement: I want the $650.00 difference refunded to me or credited to my [redacted]. They can come and get the furniture and refund the entire purchase price if they want as the furniture has not been used.

Business

Response:

Thank you for your recent inquiry in regards to our customer, [redacted]. We appreciate your concern for our customers who choose La-Z-Boy to furnish their homes.We attempted to resolve this issue with [redacted], however we have not been able to reach her. Most recently, we sent [redacted] a letter on September 5, 2015 and left her a message on September 8, 2015.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.

Business

Response:

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.

Consumer

Response:

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.

Review: On June 3, 2015, we purchased a sofa and chair for my husband’s new executive office. Delivery was made on Thursday, July 23, 2015, at which time I was unable to receive the items due to an emergency vet visit. Our bookkeeper received the items. As soon as I was able to view the furniture in the office, it was apparent the chair was too large, any chair could not be accommodated.

I immediately called [redacted], your salesman, on July 27, 2015, Monday, to return the chair. It was a stock item in a stock color. [redacted] said he would speak to the manager.Desired Settlement: I called [redacted] again on Tuesday, July 28, 2015, and again on July 31, 2015. I was then referred to [redacted] at [redacted], at which time my husband spoke with him. [redacted] agreed to charge restocking of $39.99, not the exorbitant 30% restocking. My husband explained we own a business as well, and sometimes it is important to work with the customer for good will.

We then received your letter dated September 25, 2015, indicating we had a store credit that would expire in 60 days. We have purchased many pieces over the years from LAZBOY, as have our three children. We are not in the market for another chair, and I requested from [redacted], that our credit card be reimbursed on October 5, 2015.

Your terms and conditions have a clause if you request a refund within three days, a credit will be issued for the same card. We did call in less than 3 days, not counting the weekend.

This complaint will be forwarded to The Revdex.com. We are hopefully to receiver a satisfactory response in a timely manner.

Sincerely,

Business

Response:

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.

Review: I purchased a La-z-boy leather recliner in Nov. 2012 and also purchased a 5 year warranty for the product at an additional cost of $100. At the time of purchase I was told the warranty would cover virtually anything that went wrong with the chair over the warranty period. I am now having color loss at various areas of the chair, particularly on the headrest area. Even though the warranty plan is called the La-Z-Boy Comfort Care 5 year protection plan La-Z-Boy now informs me that the warranty is actually provided by an independent company. This was not disclosed at the time of purchase. The La-Z-Boy warranty is only for one year so they claim no responsibility for the chair's defects.The warranty company refuses to restore the chair claiming that color loss is normal wear and tear and is excluded from coverage. Based on this logic the warranty is worthless and should never have been sold.Desired Settlement: I believe La-Z-Boy should either repair the chair or reimburse me the cost of the worthless warranty.

Business

Response:

Thank you for your recent inquiry regarding our customer, [redacted]. We appreciate your concern for our customers who choose La-Z-Boy to furnish their home.Customer [redacted] purchased a recliner and the Comfort Care accidental protection plan from us on November 26, 2012. At the time of purchase we gave Mr. [redacted] the literature outlining the coverage details of our accidental protection plan. During a recent conversation with Mr. [redacted] he confirmed he had the literature and had read through the coverage details. The Comfort Care Protection Plan has exclusions in regards to non-coverage for claims that are a direct result of everyday use and for non-accidental damage. The reason why Mr. [redacted]'s claim was denied is due to the following two reasons:1) An accident was not reported with the claim. Mr. [redacted] stated that the leather chair had dye loss that occurred over a period of time.2) Per the accidental protection plan literature, under the Exclusions clause, it details the following in regards to dye loss..: "Wear related issues such as fading, wear and tear, seam separation, stress tears or cracks, foam or padding softening, loss of foam resiliency, fabric stretching, pilling or fraying fabric, color loss or cracking and peeling on any leather or vinyl, split leather or bicast leather product"La-Z-Boy Furniture Galleries takes pride in doing their best to solve any problems our customer's experience. Please contact us if you have any further questions.

Consumer

Response:

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

Review: I bought a rocker-recliner on line... I was not told that is has an awful loud grinding gear when it is lowered. I am told there is nothing that can be done to aid me in exchanging it for what I want. The chair has been covered and not used .... I have had it 4 months...Desired Settlement: I would most like a replacement. But a refund of full amount would be acceptable.

Business

Response:

Dear Revdex.comOn 8/20/14 a La-Z-Boy technician went to the customer’s home

and inspected the chair. He states there

is nothing wrong with the chair. The

noise the customer is concerned about is normal due to the ratchet mechanism.

The customer was delivered on 4/1/14 and first called us on 8/9/14,

unfortunately due to length of time in the customer’s home we cannot offer a reselection.

Sincerely,Karen V[redacted]Customer Service Manager

Consumer

Response:

[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]

Review: [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,

Review: 5/26/14 - I purchased a chair from La-z-boy at their new location at [redacted], PA 19610. I handed over my credit card, made my payment in full, and was given a receipt showing that the chair was paid in full and there was a zero balance. My purchase was complete and I was told that my chair would be delivered in 9 weeks.6/30/14 - La-z-boy called to schedule delivery and (in a very underhanded way) let me know that there was "just the matter of the balance due" before putting me on the schedule as if I was fully aware of extra charges that were to be paid. When I told her that I had already paid in full, she admitted that there was a mistake in billing and that I still owed $300 due to an internal error charging my credit card. I told her I wanted to verify this and that I would call back.6/31/14 - I called back and spoke with my sales person, Kim S[redacted]. She admitted to making a mistake while charging my card and told me that this was discovered that day I made the purchase back on 5/26. I asked why no one alerted me to this for the last 2 1/2 months and she answered that she didn't know. I asked who did and why didn't they call me and she had no answer. I told her that I was sorry that they made these mistakes, but as far as I was concerned, the transaction was complete and that I had my receipt that shows that I had paid in full and that there was no balance due. She didn't listen to anything I was saying and kept telling me over and over again that I still owed $300. I eventually asked to cancel my order and for them to refund every cent that I had already paid. Her response was that I couldn't cancel and if I did, she would keep a $300 dollar deposit, so either way I'm paying $300 and that I would either pay it and have a chair or pay it and not have a chair! She then mistook my obvious frustration as yelling at her and she hung up on me.7/1/14 - Kim S[redacted] called me back and told me that they wanted to "make it right" and that the store manager, Mike, would call me on 7/2.7/11/14 - I got tired of waiting for Mike to contact me and called him. He said he was vaguely familiar with my concerns and he asked me if I was willing to pay for an "honest mistake". I explained that as far as I was concerned, I had already paid. I fulfilled all of my obligations to make my payment in full and that I was provided a bill of sale that shows that did so. I asked why no one had contacted me since the day it was discovered on 5/26 and he had no answer. I also asked why he never called me and why I had to contact him and he admitted to calling once and never calling back or leaving a message. I informed him that they had handled this completely wrong and that I was not going to pay for their mistakes and if they truly wanted to "make it right" they could simply deliver my chair or cancel my order and refund 100% of my money. Those were the only 2 acceptable outcomes. I let him know that I was prepared to file a complaint with the Revdex.com and that if I did so it would make 3 complaints from his store in the last 6 months! He said he would contact his Regional Sales Manager as get back to me.7/12/14 - Mike left a message to let me know the he received authorization from his Regional Sales Manager to adjust my bill by $100 as a customer courtesy. This was not either of the 2 acceptable resolutions I had laid out for him.7/13/14 - I called La-z-boy corporate customer service to find out who the Regional Sales Manager was so that I could see if my case was being related properly and to find out who was making the final decisions. The customer service representative placed me on hold while she spoke with Mike directly. I was disconnected. I called back and spoke with Suzanna who said that it showed that I got disconnected in the notes and that Mike had told the other representative that he was only willing to adjust my balance by $100. She said she would bypass the store and email the Regional Sale Manager in charge of that terDesired Settlement: DesiredSettlementID: Other (requires explanation)

I simply want the chair I purchased. I have done everything I needed to do in order to make my payment in full on 5/26/14. I handed over my payment, it was received, and I was issued a receipt showing I had paid in full. La-z-boy needs to honor the contract as I have proof of purchase and am not responsible to pay for their mistakes.

Business

Response:

July 25, 2014We are in receipt of your letter dated 9/8/14. During the customer's purchase we made an error and undercharged his charge card by $300. Upon contacting our customer to schedule delivery he refused to pay the balance. We agreed together to split the difference. He paid us $150.00 on 8/22/14 and took delivery on 8/26/14.If you should have any questions please do not hesitate to contact me.

Review: I bought furniture in 2014. I had it less than 7 months.The furniture did not last.It did not hold its shape at all. The cushions sink in the pillow tops are very dirty you can feel the boards underneath the cushions. And you can actually see the other side of the wall when looking at the furniture1part of the furniture is wobbly and very crooked.They have been out to fix the furniture several times and it's still horrible.Now they won't even speak to me.These issues have not been fixed.There quality of products are very sad.I paid $2700.00 for furniture that is worthless and junk.Desired Settlement: Repair the furniture or refund.

Business

Response:

[redacted] To Whom It May Concern:Thank you for sending us the letter regarding Ms. [redacted] regarding her complaint about our company to the Revdex.com. I am sorry you did not receive any response to prior emails or mail about this case. I believe that today is the last day to respond, but if I am one day late, I hope that you will still accept this response. It is my responsibility to address customer service issues; however, I have been out of the office sick with pneumonia. I would greatly appreciate your understanding. We have provided excellent customer service to Ms. [redacted]. Ms. [redacted] purchased a custom ordered sofa and love seat from us on March 16, 2014. Custom ordered means that she chose not only the style of her sofa and love seat, but also chose the fabric she wanted for these pieces. It took La-Z-Boy two months to build the set to her specification, and her items were delivered to her on May 16, 2014. She was very satisfied with her purchase at that time. In November 2014, Ms. [redacted] contacted our service center and asked that several things be addressed that she didn't like on the sofa and love seat. Furniture technicians from our La-Z-Boy Service Center have been to her home on numerous occasions over the past 6 months. To date, we have installed a newly upholstered arm and seat because Ms. [redacted] did not like the way the foam felt, and while on these calls, the techs did maintenance checks, making sure all of the mechanics of the pieces were in good working order. Our techs completed another service call for Ms. [redacted] in the beginning of January, and as a result of that visit, we ordered one more piece, a complete newly upholstered one piece seat and legrest/foot unit. For your information, because La-Z-Boy makes each replacement piece specific to the client's sofa and/or love seat, it can take 6 to 8 weeks for each piece to be built. We recently recieved this peice and have called and left messages for Ms. [redacted] at least six different times before she returned our call and we agreed upon a service appointment on Thursday, April 9 between 1 and 3 p.m. However, Ms. [redacted] called the week of March 23 and told our brand new Service Center admin, and in not such a nice terms, "If we cannot fix the "dirty" fabric then she does not want us to come to her house with the new piece." We cancelled the April 9 service call for the technicians, pursuant to her instructions, and because her call was so upsetting to our employee, I have asked to be the sole contact for Ms. [redacted] from hereon. The biggest issue that Ms. [redacted] has is that she does not like the fabric she chose for her sofa/love seat set. When she chose the fabric last March, she not only was guided by our design experts, but she also checked the large fabric sample out and had it in her home for some time to make sure it was what she wanted BEFORE she placed her custom order on March 16. At that time, she was aware that the fabric has a nap to it so that when you brush it with you hand, one direction makes it look lighter and the other direction makes it look darker. Now Ms. [redacted] is complaining that her sofa looks dirty. On one occasion when our furniture techs went to her home last year, they showed her not only the nap of the fabric, but also showed her how the fabric on the back of her sofa which faced the sunlit window looked brighter (cleaner to her) because of the light. They suggested she could arrange her furniture in such a way that allow more sunlight to shine on the pieces making them brighter (or cleaner to her). Ms. [redacted] has had a number of conversations with our designers, sales representative and even myself in the past six months about the fabric's nap. One of the things we do not have any control over is the use, wear and tear of their furniture when it is in the home. If a client has a large family or young children, as Ms. [redacted] does, and/or pets, their use and care of their furniture is at their discretion. La-Z-Boy furniture is very well made, and if there are issues that make a client unhappy, we immediately address these issues as we have with Ms. [redacted]. However, the one thing we cannot address is the customer's choice of fabric for a custom order. We cannot change the fabric which is why we encourage all of our client's, like Ms. [redacted], to check-out the fabric and try it in their home before they make their purchase. Ms. [redacted] did this, was satisfied with her fabric selection, and therefore ordered her sofa and love seat last March.As far as Ms. [redacted] claim that the furniture is now wobbly, this is a new claim. It was in perfect working order when we were in her home in December. We told her we would look at this new issue when we came to install the new replacement unit of seat and legrest. As far as not talking to Ms. [redacted], this is not true as we have been in constant contact with Ms. [redacted]. Finally, when Ms. [redacted] ordered her custom ordered pieces to be made with her fabric choice, she signed an agreement which states the following: "Special orders are items that Fossil Creek Galleries, dba, La-Z-Boy Furniture Galleries does not have in stock, and that you have selected to be customized and are not returnable, refundable or exchangeable." Ms. [redacted] wants us to fully refund her for her sofa and love seat because she now does not like the fabric she chose. As you can see from the terms of our purchase agreement, this is not something we can or will do for her. We have worked with Ms. [redacted] for the past six months trying to make her happy; however, at this time, we've done all we can do, with the exception of coming to an agreed upon appointment time to install the last piece we ordered pursuant to her request. If Ms. [redacted] would like to contact me to schedule this appointment, I'd be more than happy to schedule this with her. Please have her call me directly at [redacted] Thank you for your time. If you need any more information or documentation, please let me know. Respectfully, [redacted]Chief Operations OfficerLa-Z-Boy Furniture GalleriesFort Collins, Colorado Gallery Showroom: 970.226.3131Distribution Center: 970.223.1055Fax: 970.226.3319

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I do not have a big family and why would it matter if I did.This furniture shoulld still hold up no matter how big my family is.I paid lots of money for this furniture to be sunken in wobbly dirty and being able to feel the boards on the bottom of the cushions.All this less than 7 months.They have been to my house 5 times and still this issue is not resolved. How can I have so many problems with Lazy b furniture the color is not the issue I can live with that.But it does look like I have had this furniture forever. Although I did pay for [redacted] shield furniture care?Lay z Boy did not call me back until after I submitted this to Revdex.com.The woobly couch was worse after you tried to fix everything else.How many more times do you have to come out to fix this furniture.Im not the only unsatisfied customers read the reviews.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:You have not given me excellent customer service that would be an understatement.The only reason you called me back was because I complained to Revdex.com.It was after 3 more months that you called back.The nap of the furniture is dirty and looks like I have had it forever like I said before.I paid $2700.00 would you be pleased?How can you be proud of the fact that you have been to my house 5 times and still the issues are not fixed.Yes, they will be here again to repair the crooked woobly couch and the footrest.No Im not happy about this.What I really want is my money back and they can come for their furniture.I have been trying to get this issue fixed since Oct 2014.Im not pleased with Lazy B Furniture.

Regards,

Review: I purchased a sectional from lazy boy and it is wearing horible. I have been calling them since it was a month old and they have not resolved the problem. They sent a service tch and took pictures. The top of some of the pieces are flat and creased. I was very clear that I wanted something that would not sag and I was told by the designer that would not happen. The piece looks sectional looks like it's 10 yrs old after a month. It is poorly made and I was willing to select something else but the are telling me They can't help me. They told me I should sell it!!! I am so frustrated by the poor quality and customer service. This 12 foot long sectionalis defective and was mis represented. I have been trying to resolve this for 5 months. Now they are sending another tech to replace 2 of the pillow tops that are totally flat. There r only 2 adults in this house and it is not in any way abused. Every piece on this set will do this after a month. It is very poorly made and mis represented. I was told that the pilow tops would not flatten. The couch is very poor quality and is wering out after 4 to 6 weeks old!!!We have been calling weekly for 5 months now!!Desired Settlement: I would at this point want they to pick up this sectional and give me my money back.They said they can not do that . They told me it is just he way it is. I would maybe select another set that was better quality. The ticketnumber was [redacted]. The total cost was 3,618.31. Please help me resolve this.I am being tolfd they are reviewing my concerns and no one ever calls me back.Again I was told that the sectional in the show room was 5 yrs old and it was firm and looked new.

Business

Response:

Thank you for the letter regarding the above customer. La-Z-Boy Incorporated provides a warranty that is limited to repair or replacement of defective parts. Our manufacturer’s warranty does not provide for replacing the furniture in its entirety. For the armless sofa of the sectional a seat cushion stuffed and zipped and a blown fiber back poly has been ordered and will be shipping to the customer. When the customer receives the parts she will want to contact our office at###-###-#### and we will schedule a technician to put the blown fiber into the back. The manner in which the matter is being handled is per our limited warranty terms.

Kindest Regards,

La-Z-Boy Incorporated

Escalation Specialist

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].

Regards,

Review: Ordered furniture (3 piece suite) from store on 12/10/13 arrived on 2/25/14. Was notified right before delivery approx. 2 days that love seat had gotten broken & that they would get me another one. Approx. 3 weeks later they delivered the same love seat with a crack in the pressed wood foundation. I had the delivery men place it back on the truck to return. It was unacceptable to me. We expected new undamaged furniture. Lazy Boy manager "[redacted]" claims per phone conversation that the crack is acceptable according to Lazy Boy's protocol. They reassured me of the life time frame warranty, you still pay labor & service fee. Been there, done that.Desired Settlement: I want a new piece of matching Lazy Boy furniture (love seat) that is not damaged.

Business

Response:

This letter is in response to the complaint filed by [redacted]

against La-Z-Boy Furniture Galleries. Ms. [redacted] did order a three piece

reclining suite of furniture from our [redacted] store on December 10, 2013.

Once the three pieces arrived and delivery was scheduled, it was observed that

one of the pieces had been damaged in shipping. One of the metal rails on the

loveseat had been bent in shipping. Rather than deliver the damaged piece to

the customer, Ms. [redacted] was notified and the other two pieces were delivered.

Instead of just replacing the one rail, which would have resolved the issue,

the service manager chose to replace the entire mechanism. He felt that it was

better to err on the side of caution than to run into a possible issue later. Several

days after Ms. [redacted] had been informed that the one piece had arrived with

minor damage, she insisted that our service department send someone to inspect

the other pieces also. A courtesy call was scheduled and the service technician

dispatched. Nothing was found to be an issue.

When the reclining mechanism had been replaced, the delivery of

the loveseat was scheduled. According to the delivery driver, Ms. [redacted]

insisted on inspecting the entire loveseat with a flashlight. The entire frame

of the loveseat, as well as the sofa and wall recliner, is made from engineered

furniture grade OSB board. It is used by La-Z-Boy and many other manufacturers because of its strength and durability under stress.

However, the nature of the product is that it is created by gluing small

"wafers" of wood together under high heat and pressure. It is used in

new home construction as well as high quality furniture. It is an inherent

quality of OSB to have small cracks and splits. This in no way alters the

durability of the product, which is, by the way, one of the reasons it is used

in many applications in the first place.

Ms. [redacted] refused

the loveseat and had it returned to the store. The loveseat in question

has subsequently

been inspected by 2 La-Z-Boy managers, 1 La-Z-Boy Company Rep, as well as the

Manager and assistant manager of the La-Z-Boy Southern Ohio Distribution

Center, and finally the VP in

charge of Service for the entire 6 Distribution Centers for La-Z-Boy and not

one has found any issue that will compromise the integrity of this piece of

furniture. It is not the policy or practice of La-Z-Boy, or any company in the

furniture industry, to replace an entire piece of furniture for a minor issue.

It is much like receiving a new car and one of the wheels is damaged. You do

not replace the entire automobile.

In my discussion with Ms. [redacted] about her loveseat, she let it be

known that her concern was that the members of her family are large people and

that there are some even over 600 pounds. There is no furniture in the entire

industry designed to support 600 lb people. La-Z-Boy Furniture prides itself on

having some of the strongest made furniture made today, many pieces designed to

hold over 500 lbs. However, the La-Z-Boy express warranty does not state that

large people negate the warranty; so should there be an issue arise, there

would be no charge for the parts (frame, springs, or mechanism) for life and

labor is covered at no charge for the first year. This is standard on all

La-Z-Boy furniture and would remain in effect as long as Ms. [redacted] owns any of

the furniture she purchased. The loveseat is still at the [redacted] location

when Ms. [redacted] chooses to have it delivered.

Consumer

Response:

This letter is in response to the La-Z-Boy Furniture Galleries'

reply to Ms. [redacted] at the Office of Attorney General. The reply has to do

with my complaint (Revdex.com ID number [redacted]) about the cracked OSB board

foundation of the love seat I ordered from La-Z-Boy Furniture Galleries in

[redacted], WV.

Mr. [redacted],

the general manager, of La-Z-Boy Furniture Galleries tends to focus on the

repair of the mechanism that he insists they replaced, but wrote

"adjusted" on the repair slip. The mechanism which broke when the

furniture was dropped of the truck was repaired, but the damage I am speaking

of is a crack in the OSB board foundation. While I understand that it is

customary for an OSB board to have minor cracks, the crack in the OSB board

foundation of the love seat I received was a more significant damage and

definitely not a minor crack. Not only is it 3-4 inches in length but extends

across the thickness of the board itself. I believe the it would render it

unsafe.

In their response

letters it stated that I insisted they come out to inspect the other two

furniture pieces, which is an inaccurate statement. The reason I requested a

service call was because the reclining chair mechanism was not working properly

and I asked them to check it, which they did and repaired it at my residence.

Additionally,

La-Z-Boy was to collect the balance for the furniture at the time of time of

delivery. Upon delivery of the furniture, I was expecting to pay the remaining

$1538.59 balance due of the total cost $3077.18. However, the delivery person

collected only $926.85, which I paid by check. When I asked why he was not

collecting the full amount, I was told that they did not collect money for

furniture that was not delivered. The loveseat was not delivered that day but the

amount included a portion the $1178.00 of the love seat. I found it to be

confusing but paid the amount requested. I never disputed it since I understood

from, sales person, [redacted], that I was to receive a replacement piece of

furniture in 3-4 weeks.

In order to

resolve this with matter , I request that the balance be returned to me and for

La-Z-Boy to keep the damaged love seat; therefore my partial payment towards

the love seat is $566.28, which I conclude is the amount La-Z- Boy owes to me.

Sincerely,

Mrs. [redacted]

Business

Response:

This

message is in response to the complaint by [redacted] (ID number [redacted]).

First, the term "adjusted" that Ms. [redacted] refers to on the Service

order is in reference to the adjustment made to the recliner in her home. Ms.

[redacted] further states that I tend to focus on the repair of the mechanism of the

loveseat that arrived damaged. I tend to focus on this piece and the

replacement of the mechanism since this was the only thing damaged in transit

and the only issue found with the loveseat.

Again, I state that the loveseat has been

inspected thoroughly by several qualified individuals representing La-Z-Boy

Furniture and there are no structural issues with the loveseat. There are no

structural cracks in the OSB board frame that could affect the integrity of the

piece of furniture. The individuals who have inspected her loveseat are some of

the most qualified in the field and are experts in all aspects in the

construction of furniture. La-Z-Boy Furniture stands by its decision not to

replace this particular piece of furniture as well as stands by the express

warranty on the piece. The loveseat still remains at the [redacted] store

awaiting delivery.

Review: Thank-You, OK, Back in Nov. 2013 I purchased 2 Lazyboy recliners in which I paid cash for (roughly $2,350.00) as I had picked out a fabric that would match inside my home I was told it will be 6-8 weeks for delivery, OK I said I expect that as it's custom made. Well delivery day came ( January 3,2014) the delivery driver ran his utility knife right up the back of this brand new chair, I was shocked!!!! At that point he asked me if I wanted to take delivery of said chair and of course I said NO, but I couldn't call the store as they were not open yet, so I took delivery of the 1 good chair, well it's been 4 weeks and 5 days now and they still cannot give me an answer as to when I should be receiving my chair, it's just one big excuse after another, they will not let me speak to a district manager, the warehouse people or anyone other than the store Manager (Her name is [redacted])I'm at the point now where I just want my money back but I'm sure that won't happen, I've never filed a complaint against anyone before but then I've never been treated like this before, they got my money and that's all that seems to matter anymore, so I have no recourse but to do this and I'm hoping that this can help bring a resolve to my problem. It's amazing to me that they can't overnight the new fabric, sew it back together and provide good customer relations and want me to come back and buy again or at least refer them to friends, THAT WILL NEVER HAPPEN. Thank-You for listening and I hope you have better luck than I am [redacted]Desired Settlement: If they can't return my chair shortly I would like a complete refund on both chairs and I will go find 2 to other ones somewhere else, I'm sure there's a lot or businesses that would like my money

Business

Response:

Good afternoon,

I'm writing in response to claim# [redacted], for customer [redacted] ordered two mission recliners style #029423 in fabric D106209 on November 21, 2013. They were special ordered and took Aprox. 5 weeks to come in. Upon delivery on January 2, 2014 there was a slice in the fabric on one of the backs. At this time [redacted] accepted delivery of one of the recliners and the other was sent back to La-Z-Boy's service center. Service parts were ordered by La-Z-Boy at this time. The parts arrived and I scheduled re-delivery for the remaining item for Feb. 13TH. That day we had a snow storm so La-Z-Boy's delivery service (RDI) had to cancel deliveries and he was rescheduled for the following day Feb. 14th. There was an attempted delivery on that day to find they had the wrong chair loaded on the truck. The piece was delivered again on Feb. 29th and it now has a scratch in the wood, the recliner was left for [redacted] to use. I have been in contact with [redacted] through out this process. After reaching out to La-Z-Boy this weekend, and per my request, I will be calling him this afternoon to offer him a refund on $200.00 and La-Z-Boy has agreed to order him a brand new recliner in place of the scratched piece. The last time I spoke with [redacted] we had discussed replacing the arm on his recliner but after thinking about it, I believe this customer deserves a new recliner instead of a repaired piece. I have scheduled that recliner to come directly to the store in Auburn. At that time I plan on inspecting the piece and delivering it to [redacted] personally.

[redacted] this order has not gone smoothly. There have been several mistakes made by both La-Z-Boy and the delivery company they have hired to deliver for them, Retail Delivery Inc. I have been in contact with [redacted] and La-Z-Boy though out this entire process and will do so until [redacted] is delivered a product to my companies standards and until [redacted] is completely satisfied.

As we have discussed, please feel free to call me with any questions or concerns via my cell phone [redacted] or contact me via e-mail from the address from which this e-mail was sent.

Thank You,

General Manager

La-Z-Boy Furniture Galleries

Latham, Clay, Auburn, and Rochester, NY

p [redacted]

Review: I went to your store to buy a specific chair. [redacted] recommended another and I purchased 2. They are not comfortable and I want my money back.

Chair is not comfortable, one was delivered broke, your driver returned it. When it was redelivered I asked for a refund and was told I waited to long and you don't give money back. I was told I had to pay $600.00 in return fees to get a credit to buy more products from your store. You sent out an adjuster that told us the chair was often complained about, and said I should ask for a refund and I did again. The people in your store were short and rude. I am in my late 70's, I am on a fixed income and this purchase represented 1/3 of my savings. I am a recent cancer survivor and my husband just recently had one eye removed from cancer and has a hard time standing. This is why I made the purchase. I was taken advantage of, I was talked out of the chair I went in to buy, I have been treated with a hostile attitude and want my money back. I was so worried about my husbands back, why I was there in the first place, that I have since purchased a different chair from a different company. I just want my money back. Please help me. My son is a prominent business man and plans to contact the TV stations he uses for his business and any other means available to him. I do not want to make a fuss, just please return my momey and pick up your chairs.Desired Settlement: 100% of the money back I spent. $2045.51

Sales ticket # XXX-XXXXX

Fell free to call my son.

Business

Response:

Business' Initial Response

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.

Please note that the Terms and Conditions of the sales agreement, signed by Mr. [redacted] state: "You must make any claims for damage, shortage, or errors at the time your merchandise is delivered to you. If you do not make a claim at that time, you will be deemed to have accepted the products and you cannot revoke your acceptance. After such acceptance, you will have no right to reject the products for any reason but may request an exchange within 3 days of delivery as described and limited above."

As noted in [redacted]'s dispute, the chairs were delivered to the customer's home and accepted by the customer. In the interest of customer goodwill, La-Z-Boy Furniture Galleries allowed Mrs. [redacted] to return her chairs, which is an exception from the terms and conditions of her sale. Mrs. [redacted] had her chairs for over a month and before the return of Mrs. [redacted]'s chairs was authorized, she has already made her purchase with another retailer. The delivery fees are non-refundable as this service was completed and accepted by the customer.

Review: On November 29th, we ordered about $12,000 worth of furniture. Our order was paid in full on that date and we were told it would take 8-10 weeks for delivery. The salesman said it may be sooner but he had to tell us that time frame.After getting no answer from the store, I called the Lazboy corporate office on February 15 and we then received a partial shipment which was only a small fraction of the total order.Since then we have received two more partial shipments. Five pieces were damaged. One has been replaced and one was repaired. Still waiting on parts for the others (it is now May 23rd)There is still a piece of furniture that hasn't been delivered. We were also promised a rebate because of the problems and we havent seen that yet either.Desired Settlement: Delivery of missing pieces and rebate on all furniture delivered after February 7 (10 weeks from order date).

Business

Response:

As of today we are unaware of any outstanding service problems. We do have a "Rebate" in the amount of $100 for late delivery provided by La Z Boy. We are not sure who to give the rebate to since the furniture was paid for by another family member. If there are other concerns we would like to know what they are so that we can handle them quickly. It is our intent to provide proper service after the sale. If the [redacted] do not feel that we have done that please call either [redacted] or [redacted] at the showroom.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

How can you say you are unaware of any service problems?

1. We have one damaged table waiting replacement and another table that has never been delivered.

2. Your salesman, [redacted], said we would be discounted "probably 10%" on the items that were late.

3. The decorator who worked with us never came to the house as promised. Another decorator came out with only the first delivery. She was very nice but was completely unfamiliar with the plan.

Business

Response:

I had a phone conversation with Mr. [redacted] this morning and addressed the outstanding issues. Our records showed a competed ticket and that is why we did not have further contact. I was under the impression that Mr. [redacted] was satisfied with the direction we are taking as of this morning despite the communication error in our computer system. We are looking in to the table issues today so we can satisfy this order expeditiously.

Consumer

Response:

[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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: the actual delivered loveseat was not the firm support floor model that I was led to believe I was going to get.

same with recliner the floor model glided open/close so effortlessly.

what I got was one that was virtually impossible to open without herculean strength, which I don't have as I am still being treated for chronic back issues.

I told the sales person that comfort and firm support was key as I needed that for back.

there is a bait and switch with the floor model vs. what quality is actually delivered.

and lazy boy will not even refund my money for the desk that their in store designer/decorator came to my home to measure specifically for what I needed

to house my computer/t.v./printer and office supplies.

the desk is non usable as it is far too small to fit anything.

I have dvd and pictures of all of the stuff.

the workmanship on my custom made pillows is all crooked and lopsided.

the piping on the furniture is crooked AND because of the cheap foam in the cushions in the stuff I got delivered to my home, the cushions compressed after a couple of sittings.

this whole thing has turned into a nightmare with getting the run around between store manager, [redacted] and with corporate.

I need help to fight for what is right.

they have so many complaints on them that hundreds of people like me can't all be lying.

to make this whole matter even worse, my [redacted] husband, a two tour of vietnam veteran is now on hospice suffering from advanced stage [redacted] and [redacted] body

dementia due to the agent orange spraying.

I want all this inferior furniture out of here.... and my money back.

please help me with this matter as I would like to take my husband home with hospice when the time comes.

wish his purple heart could have spared him and myself this heartache.

I would like to not have lazy boy to contend with any longer.

thank you for your help.Desired Settlement: since they have been unable to admit outright their defects but do so in spurts and think that their solution of new cushions would fix all the problems, they

are in dreamland.

customers are forced to pick fabrics when getting their stuff as there is no other option.

there are no stock colors of stuff waiting in a warehouse to be shipped if customer wanted basic colors.

also, I called right away when I realized all these problems and by day 2 of delivery all was documented.

I did not expect to have to contend with their shifty practices of sending junk to the customer.

I bought furniture that I truly wanted because of comfort of the in store models.

I want to be rid of these not so nice people.

just refund my money so I can tend to my husband in peace. thank you again.

Business

Response:

Dear Revdex.com, Thank you for the letter dated September 13, 2013 regarding Ms. [redacted]. We are the office of the manufacturer and our warranty is limited to repair or replacement of parts. A new upholstered seat is on order for the chair and also for the loveseat sofa. Additionally, a replacement stuff and zip 18 x 18 inch throw pillow and a kidney shape pillow are on order. The manner in which we are handling the matter by ordering and replacing parts is per our manufacturer’s limited warranty terms. We have been in contact with the store where the customer made her purchase and the store advises us they did contact the customer about the desk being too small for her needs; however, the customer hung up on the store when they were trying to resolve the matter on the desk with her.

Kindest Regards,

La-Z-Boy Incorporated

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

To Whom It May Concern:

I want to report that I called the stoughton store manager, [redacted], and cleared up the accusation that I humg up.

I read him my documented entry for that day.

I clearly did not hang up as my call was transferred to [redacted] and actually spoke to the man himself.

And at that time I said let's set up a time for pick up of this desk that was clearly the fault of their designer that had not measured correctly.

The fault layed clearly on their end and HE refused to set up a time, day.

Please help me with this business that is not cooperating with me even when it is their fault.

Please, please help me.......thank you

Review: add product and customer service6/11/12 my wife and I purchased 2-love seats, 3-tables and a floor rug.Sales person [redacted], stated to us, "the entire purchase was in the warehouse, in the valley." "All, was NEW and when would we like delivery"The sale was invoiced and we paid, $4,342.96 cash, with delivery for 6/16/2012. Delivery day: The sofa table noted, a large scratch on the rt. front leg, driver was made aware. The rug, noted to have a VERY dirty backing, appear sun bleached and frayed. Driver was made aware and stated,"we open them on the warehouse floor to check for flaws." I caught the driver attempting to fix a large gouge and scratch on one of the love seat recliner handles. When he could not paint over it he reached in his tool box to try and relace it with another, then stated, "we can order a new one" Having the grouping in our home, we decieded that the custom order chair we liked would fit in the room. Right after delivery we went to La Z Boy to order it. [redacted] was with customers. Another consultant approched us, we went to show him the chair style and fabric we wanted to order. Much to our suprise,shock and disbelief, the rug was gone the 3 tables were gone and the love seat was gone! Used showroom furniture was now in our HOME sold as NEW! I asked [redacted], WHY? She stated, "you were in a hurry to get your furniture, and I did not tell you it was in the warehouse"She knew it was true! Extremely upset, we left the store.My wife called the mgr. [redacted] to voice our concerns re: showroom products being sold and delivered from his store by his sales consultant as NEW, knowing it was NOT! He stated, "all I can do is say I'm sorry, I will not confront [redacted] about this, she is good at her job and her customers like her" After quite a heated discussion with Mr [redacted] he finally agreeded to order ALL NEW items for us, but held firm his statement about [redacted] and his store being honest and reputable. He stated "had he known how we felt, he would have never sold to us.Desired Settlement: My wife and I feel that our's is NOT an isolated incident from this store. We would like the CEO of La Z Boy Furniture Galleries informed of Mr. [redacted]'s knowledge and condoning of his design consultant, [redacted] and his delivery driver. All were fully aware of selling, picking up our products from the showroom floor, NOT the warehouse and delivering us showroom products to our home as NEW!We also request this complaint be filed and listed on the Revdex.com web page.We now have our NEW furn.

Business

Response:

TO: [redacted]

FROM: [redacted] La-z-boy Furniture Galleries

Dear [redacted]l;

In response to Mr. [redacted]'s Complaint against La-z-boy Furniture Galleries Selling Practices I would like to ansawer as follows.

There turely must be some miss communication between the [redacted]'s and our sales person. We have always sold product off our sales floor as every other furiture store in Spokane does. If the customer does not want floor merchandise we are more than happy to order factory fresh product for them, as we did for the [redacted]'s as they requested. We also allowed them to come to our Distribution Warehouse and watch as the delivery persons unboxed they'er merchandise. We have a A+ rating with the Revdex.com and we fine this rather disturbing that after we took the steps to satisfy this customer that the customer still is not happy when we have given them all new merchandise and we let them use the rejected merchandise in they'er home until the new merchandise arrived for replacement.

At this point I'm not sure what else the customer would like us to do. They have they'er New Merchandise in the Home per thier request and I've sat down with our entire sales staff to discuss policy of informing our customers of where the delivered merchandise is coming from.

If you have further questions regarding this complaint please call me at ###-###-####.

Sincerely

[redacted] Owner La-z-boy Furniture Galleries

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9160683, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Honesy and integrity are easily spoken by Mr [redacted]. He, or his sales person have neither. His "selling practices" are dishonest. At no time, in any way, shape or form were we made aware that we were purchasing used, filthy, showroom merchandise. Had he shown his A+ customer service by not being argumentive. with my wife, supporting and condoning the dishonesty of his sales consultant and himself...this complaint would have never taken place. As requested, we feel our complaint needs to be known to the CEO of La Z Boy Furniture Galleries.

Thank-you,

Review: I bought a couch and the frame broke within the warrany year. The service technician came to my home and I was told that the part that is broken not covered under warranty. The part that is broken is part of the frame, and now my couch is beiing held up by 2 canned goods. They claimed that it was caused by "in home damage" becuase my 5 year old son told the service technician that he broke it by jumping on it. They cited this as in home damage. My 5 year old son did not single handidly destroy the frame of an entire couch. I tried explaining to Lazy Boy that a 4 and 5 year old child were not responsible for breaking the couch. They used the word of my 5 year old over me. I would expect Lazy Boy to stand by their product better than this. If I honeslty thought that this was my fault or my 5 year old sons I would not be persuing this. I just don't think its right that they don't stand by thier product. I have had many couches in my lifetime, many of which were from salvation army's and department stores, and this has never happened any of them. Lazy Boy is suppossed to be a quality product and for them to refuse to make this right is wrong.Desired Settlement: Replacment of Couch.

Business

Response:

In reference to ID #[redacted], Based on the technician's report and photos the necessary repairs are due to something caused within the home and not the result of a manufacturing defect. We would be more than willing to make the necessary repairs on a charge basis.

If you should need any additional information please do not hesitate to contact me

Thank you

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I am not satisfied with not having my couch serviced. I am have never had a couch break like this one did in all my life and this one did within 1 year. I'm not saying it was defective. I am saying that Lazy Boy puts out an inferior product that it does not stand behind. The technician took a picture of a broken couch. I'm not denying that its broken, I am saying that it should not be broken after 1 year. I have couches in my childrens wreck room that are 9 years old that my children play on everyday that are not broken. I don't understand why you wouldn't want to service your customers in the best possible way you can and give them a sense of satisfaction. To me its just bad business. I feel that if you feel like you should stand behind your product and make things right and at least fix the couch free of charge. It seems llike that would be the best business practice.

Regards,

Business

Response:

We are very sorry the customer feels this way. Under the circumstances this repair would be on a charge basis.

Sincerely,

Review: I have a disability called Congestive Heart Failure and this causes body fluids to congregate around my lungs and heart. During the day, fluids have a tendency to drop to the lowest parts of my body (calves, ankles & feet) causing swelling. To counteract the swelling, my doctor has me take water pills which cause a lot of urinations (about one every hour and a half). Consequently, I am unable to sleep with my wife in our bed because it would disturb her sleep. My doctor also requires that I raise my feet above the level of my heart & lungs. This is achieved by buying certain recliners which allow the feet to be elevated. This type of chair can be found in Lay Z Boy.

On May 6, 2013, I went into the local Lay Z Boy, 2315 Esplanade Ave. Chico, CA and selected a recliner which met the qualifications I required except for the color. All I wanted was a plain brown which matched other furniture in the home. Two chairs to my left was a chair with brown fabric. I pointed it out to saleslady and told her that was the color I wanted. She then proceeded to obtain a swatch of fabrics of different colors and asked me which I preferred. I again stated I wanted a brown fabric like the one to my left. She then wrote up the order an the total came to a little over a thousand dollars. I thought to myself, "Wow. That's high". The saleslady then asked if I wanted to pay with a check or credit card. I asked her what she would prefer. She said a check is easier. She then told me that the chair would be delivered in six to seven days.

My checking account pays me about 1.5% interest on the money I have in the bank. the interest is compounded daily. A couple of days after I gave the saleslady my check, I looked at my bank statement on my computer and saw that the store had deposited my check into their account on 6/8/2013. Two days after I gave them the check. I thought to myself that it's only a couple of days and I won't lose two much in the 6 or 7 days before my delivery.

On or about May 27, when my chair still had not been delivered, I called Lay Z Boy and told them I wanted to cancel the order because it was not delivered in the number of days it was promised. I was told that I could not do that because all ordered had to be cancelled within three days of the date of purchase. I was told it is so stated on the back of my receipt. Also, I was told that it was a special order (I ordered a special fabric that the store does not normally sell) and special orders cannot be returned. I told them I did not want a special fabric, I just wanted a brown color, just like the one I was sitting next to. As for cancellation in a 3 day period, it should read "Returns are allowed three days after delivery". I also informed them I wanted my money returned.

On or about the store called and told me my chair was ready to be delivered. I again told them I did not want the chair and to repay me my money. They then stated that there would be a 30% restocking fee and they would restock it if I agreed to that restocking fee. I told them no.

It is now 6/6/2013 and I have not heard any more from the store and I have not received any money from them.

It is my fervent belief that this store makes it a habit to bring out a swath of different fabrics so as to be able to charge a "special order" fee for something they sell no an everyday basis. Of course I can't prove it but chairs of the type I ordered normally cost between $500 and $800. I honestly believe I was suckered.

Business

Response:

Business' Initial Response

Mr [redacted] has been working with the store to resolve his issues. He is currently waiting for delivery on a newly reselected La-Z-Boy recliner scheduled for July 11, 2013. All matters presented here have all been resolved amicably.

Consumer's Final Response

I have finished reading the excuses put forth by the administration of La-Z-Boy but, there is no way they can show that their employee followed them. Also, when they say that I was aware of the price and terms of agreement regarding the purchase, they are assuming their clerk either read the conditions to me or they are assuming the clerk stood there and watched me read them. And neither of those scenarios occurred.

As far as the price was concerned, I saw a price tag on the chair upon which I was seated initially. I believe it was in the mid six hundred dollar range. And the reason why I was seated upon that particular chair is because I have congestive heart failure and my doctor wanted me to sleep on something where my feet could be raised to a level, higher than my chest. This chair that I had focused upon was ideal for that.

The statement that La-Z-Boy does not place a preference on how a customer pays for their product is probably true. But I was the one who enquired as to whether the clerk preferred payment with a check or credit card. The clerk said, "On special orders we prefer you pay cash."

It had never dawned on me to ask why this was a special order. I did not like the color of the chair I was sitting on so I pointed to a chair, two chairs away from the one upon which I was sitting and I said I want a brown color like that one over there. That is when they brought out the swath of different fabrics and asked me to pick the color. I picked the first brown color I saw and said I'll take this one. They then said it would probably take about seven days to two weeks before it would be delivered.

After returning to my home, I got to thinking how stupid I was to pay cash. So, when the chair was not delivered in the stated time, I called and stated I wanted to cancel the order. They told me I could not as it was a special order.

On or about 7/11/2013, I finally gave in and said the store could deliver the chair. I rationalized that I was never going to get the store to change their mind and they had my money and my chair. I had nothing. I was not going to sue them over a $1,000 disagreement and, I might just as well start deriving the health benefits, which was the reason why I purchased the chair in the first place. So the chair was delivered. When it was delivered, I had the delivery persons place it where I wanted it and then sat in the chair. Lo and behold, it was a rocking chair as well as a recliner. I thought I should have returned it but then I remembered the two plus months of having neither the chair nor my money and I decided to chalk it up to experience. I vowed to never again to shop at the La-Z-Boy store in Chico. (I honestly believe the employees are paid a percentage of their sales.) I also learned to pay with a credit card, never cash and I will never take someone's word for anything. From now on, the sales people have to prove what you are saying and I will accept no substitutions, unless they are the same price as to what I initially focused upon.

Thank you for all help you have tried to give me. You can close this case. If anyone is at fault, it is I who is the stupid one.

Business' Final Response

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.

In our Furniture Galleries we showcase a variety of upholstered items in different styles and upholstery. We do not have the capacity to stock all furniture styles in all fabrics available at our regional distribution center. Therefore, if a customer likes the style of one unit but likes the upholstery from another unit, it may become a special order depending whether it is something our distribution center normally carries.

Mr. [redacted] was aware of the price and the terms of agreement regarding the special order at the time of purchase. We do not place a preference whether our customers submit payment in check or credit card, regardless if the items are stock or special order.

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. Please contact the La-Z-Boy Comfort Care Department at (XXX) XXX-XXXX if you have any questions.

Review: I called about a problem I have with furniture I bought from Lazy Boy Furniture. Bought Sofa and two chairs on Aug. 8, 2014. Was delivered over two months later. The recline Rockers - I paid extra for what they called ARC handle (metal handle) They brought me one with metal and one with plastic handled, which I can't operate it. The were supost to fix it but after three months nothing has been done. The sofa looks like its been diped in mud. The one in store had nail decoration on ends. Now they say that was extra, which I was told it came on the sofa, like in store. I feal I only got one chair that I ordered for $959.13 Dollars that I paid in Aug. 8-14. (When you get almost 90 everyone wants to over run us)

Thank you for any help.Desired Settlement: I feal I only got one chair that I ordered for $959.13 Dollars that I paid in Aug. 8-14.

Consumer

Response:

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,

Business

Response:

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.

Business

Response:

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

Consumer

Response:

Dear Revdex.com,Thank you for your letters and help. I talked to Lazy Boy Furniture in Chico. She said I could pick another sofa or another or another fabric. I called again to get more information to how I would take the sofa back. And if I would have to pay for pick up. And about my expenses when I pick another replacement. I did receive a return call Dec. 5, saying they would pick up my sofa, which is exactly as they brought it, on Dec. 18. When I reorder it will take close to three months to get new. So I can't say its resolved until I know my other chair they have scheduled it to fix the 16th. The people I have talked to have been very nice. But I have nothing in writing. I do really appreciate your help.Thank you, [redacted]Consumer states: I have been in contact with the company and they are working to resolve my issues. I will let the Revdex.com know if they do not follow through on their word.

Review: On 5 Jan 2014, my wife and I visited the La-z-boy Furniture Gallaries at the local mall in [redacted] We decided to purchase a leather sofa, love seat, chair and end table. We were told by the salesman that it would take 6 weeks and possibly 60 days to get our furniture. I thought this was an excessive amount of time but agreed. As the 60 day date approached I called the store to see when our furniture will be delivered. I was told that it wouldn't be shipped until 20 May! We were now looking at an excess of 120 days. My wife called their headquarters who said it was the stores responsibility but anything in excess of 120 days should get a discount.Desired Settlement: I want a discount as well as an explanation as to why in the would it takes over 4 months to a customer their furniture. Also I want to put them on notice that the Revdex.com was contacted in this matter.

Business

Response:

This is

in response to the complaint lodged by [redacted] against La-Z-Boy

Furniture Galleries in Barboursville [redacted] On January 5, 2014, the [redacted] did order custom made leather furniture from our Barboursville location.

Under normal circumstances, custom made furniture in fabric requires from 60-90

days, and custom made feather furniture requires 90-120 days. The leather hides

are hand selected to make sure there is absolute consistency in the grain

pattern, softness (hand), coloration, etc. In some cases, it is not unusual for

the process to take longer, particularly if there are several pieces of

furniture that must match. A typical sofa will require from 10 to 15 complete

hides to insure a consistent look and feel throughout. In the case o[redacted] selection, there are four pieces that must be completed.

If at

any time during the manufacturing process, the La-Z-Boy inspectors determine

that any of the hides are not satisfactory, the process must begin anew. This

guarantees the customer a quality set of furniture that may be enjoyed for many

years. La-Z-Boy Furniture, Inc. does not manufacture or endorse

"disposable" furniture, only quality furniture with a longer than

average anticipated life will carry the La-Z-Boy name. Unfortunately, it has

taken longer than anticipated to manufacture the group of furniture ordered b[redacted] They chose a custom leather that is more unique than the

normal leather shown on the group they chose.

Because

of the extended delay, and in order to insure customer satisfaction, La-Z-Boy

Furniture, Inc. has authorized a discount on the furniture ordered by th[redacted] as a consolation for their inconvenience. The discount will be applied once the

furniture is in our Distribution Center and available for delivery, which

should be sometime within the next 14 days. It is unfortunate that the

furniture is taking so long to manufacture, however, the [redacted] will be assured

that they will be able to enjoy their selection for many, many years to come.

Review: Two reclining loveseats were purchased from the La-Z-Boy Furniture Gallery at 2315 Esplanade, Chico, California on June 20, 2014 and delivered on August 23, 2014 about 4:00 pm. The complainant notified the store immediately explaining that the loveseats were unsuitable for the intended location. The following day the La-Z-Boy store manager went to the complainant's residence to examine the loveseats and their location and agreed with the complainant that the loveseats were too small for the intended area. The store manager told the complainant that there would be a 30% restocking fee plus transportation costs, but she would check with the corporate office to determine if there was an alternative. When she did not receive a return phone call, the complainant telephoned the store to determine whether corporate was willing to compromise further on the restocking fee. The store manager informed her that corporate said there would be a 50% restocking charge and that complainant would need to refund $125 in gift cards she had received as an incentive for shopping at La-Z-Boy. Further, the purchase reimbursement would be given as an in-store credit only. It should be noted that the invoice for this purchase refers to it as a special order, even though the loveseats purchased were identical in fabric and color to the floor model in the store. The one in the store went on sale for about 40% less than the identical ones purchased by the complainant several days following delivery.Desired Settlement: Although the complainant considers the response of the store and their corporate office a poor business strategy, she would be willing to accept replacement furniture as an option.

Business

Response:

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.

Review: 1- Lied to me about finance-Didnt have pay it off in 12 months

2-Furniture is awful

3-Want my money back

1- Was lied to abut the finance months-Called Capital One they told me -I didnt have to take 12 months Lay boy told us we had to take it we didnt want it

2-Asked 3 times before buying the couch about cushions!Was told they would hold up and they said it was one of the best they had This was said by the mgr of the store

3-the coffee table we bought had a cut in the wood called the comfort car They sent out a service man to my home he tried to take it apart couldn't do it Put scratches on the table himself Also wrote to capital one I refused for them to take it apart and rebuild it in my home

They sent new coffee table out got new Then new coffee table would not lift up so many problems with new furniture

4-Ne leather cair we bought -the treads our pulling-also they want to re do something done know what

5-the couch cushions-Our not holding up

I want my money back! Laz-Boy furniture is awful what they did for the couch is send me new padding I cant put the new ones in myself

I should not have this much trouble with this furniture

only have it 7 months-

also called [redacted] about this matter Lazy-Boy would not call back

Laz-boy= so far is not a good company

I dont like how they do business We shouldnt have to fight so hard for this furniture to be made right This is new furniture not used

this furniture was to hold up for a very long time for us

Desired Settlement: Money Back

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@lazboyhome.com

[redacted] has been in contact with our Comfort Care department since April 06,2013 for her current issues. As a dealer, we are not authorized to work on furniture and have a Comfort Care Department that is specifically equipped to handle all service related needs. Once reported, a certified technician is dispatched directly to the customers residence to evaluate the furniture and makes a diagnosis on which way to proceed with the repair. If parts are needed, the technician will order the necessary parts and they will be directly shipped to the customers home. Upon receipt of the part, the customer will contact Comfort Care to schedule a technician to install the part.

Comfort Care has worked closely with Ms. [redacted] and has attempted to address all the issues she has expressed. As of this writing, Ms. [redacted] has received the necessary parts per the initial technician inspection. Comfort Care has been waiting for Ms. [redacted] to schedule a technician to complete the service of her furniture.

Consumer's Final Response

L-boy isn't going to give me my money back. And to me your not really on my side. I don't feel your on the side of us the consumer. L BOy sold lousy furniture and they know it The mgr knew it, [redacted] the Customer Service Person it. The chair & the couch and table should not have any problems. If this was your furniture how would you react to this. People get tired of fighting And you the Revdex.com really don't do much to really help us the consumers Really don't think I'll do business with business who have the Revdex.com sign on the door. Next action will be in court. Also Ge Capital will give us another year financing.

So right there they know that L-Boy lied to us. And more than once.Also my lawyer said not to talk to [redacted]. Here is copies of letters from Ge Capital, and my lawyer to L-Boy. Also this has caused me stress and illness.

Business' Final Response

Thank you for your recent inquiry in regards to our customer, [redacted] and [redacted]. We appreciate your concern for our customers who choose La-Z-Boy to furnish their homes.

Mrs. [redacted] contacted the Comfort Care Service Department on 11-14-12. She had concerns with a scratch on her table that was delivered on 10-30-12. A technician inspection was scheduled for 11-17-12. A service ticket was created

the same day.

On 11-17-12 the technician was able to repair the scratch. He also tightened the legs. While there he noticed the veneer was lifting on the table top and initiated a replacement part to be ordered.

Mrs. [redacted] was contacted by Comfort Care on 11-28-12 and informed that a new part was placed on order and when it arrived at her house, she would then need to call Comfort Care to arrange for a technician to install the part in her home.

Mrs. [redacted] was told it could take several weeks for the part to be manufactured and shipped.

Mrs. [redacted] contacted Comfort Care on 12-28-12 upset she was still waiting for the table part. Comfort Care apologized and explained that there was a nationwide delay from the manufacturer on the particular table part. Mrs. [redacted] was advised that it may take a few more weeks to arrive.

Comfort Care contacted Mrs. [redacted] on 01-19-13 informing her that the part was in and to expect delivery between 01-22-13 and 01-26-13.

Mrs. [redacted] called Comfort Care on 01-30-13 upset and demanded a new table. She said she would not allow a technician to install the part for her table. She said waiting for six weeks for a replacement shelf was too long. Comfort Care explained that the standard wait time for replacement parts may take a few weeks, depending on part availability.

From 01-30.13 to 02-22-13 we contacted Mrs. [redacted] several times. She was informed her that per the terms and conditions of her sales agreement, she was not able to return the table and that the service center Comfort Care explicitly repairs the item. We asked Mrs. [redacted] several times to allow the table to be repaired, as the parts had already arrived

to her home.

We contacted Mrs. [redacted] on 02-23-13 and offered, in the interest of customer goodwill. as a one-time courtesy, the option to replace the table with a brand new one. Mrs. [redacted] accepted the exchange of her scratched table and a new one was set for delivery on 03-06-13.

After delivery of the new table, Mrs. [redacted] initiated a credit card chargeback on all her items stating that all of her furniture was faulty and defective. She never informed us or the Comfort Care Service Department about any outstanding service issues involving her sofa and recliner that she purchased at the same time as her table.

After repeatedly attempting to contact with Mrs. [redacted] from 03-10-13 and 04-06-13, we were able to speak with her.

As a dealer, we were concerned that she initiated a chargeback for service concerns yet she had never contacted our Comfort Care Service Department to seek resolution. On 04-06-13 Mrs. [redacted] agreed to have us call the Comfort Care Service Department on her behalf and arrange for a service visit to be scheduled. She said there was an issue with the seat cushion on her chair and seat cushion issues with her sofa. She also said there was an issue with her new table but did not go into detail with us. We contacted the Comfort Care Service Department on her behalf and set up a technician visit on 04-17-13.

Because of the looming Chargeback that Tonja initiated, we called the Comfort Care Service Department on 04-18-13 to ask for the notes from the service technician visit. We were given the following:

Tech Report Miles Time Code Repair Date 04/17/2013 Tech 2734 5.00 1.00 30 SM FOUND CUSTOMER

INSISTS STITCHING AT CHAISE IS STRETCHED AND DEFECTIVE, SM FOUND STITCHING IS WITHIN FACTORY STANDARDS. TO SATISFY CUSTOMER NEW UPH SEAT NEEDS TO BE ORDERED. SOFA SEAT CUSHIONS ARE LOSING SHAPE AND DO NOT SUPPORT WELL. NEED TO ORDER 3 NEW CUSHION CORES. LIFT TOP TABLE WAS SLIGHTLY STICKY AND HARD TO OPERATE SM APPLIED SOME LUBE ON LIFT TOP MECH AND IT NOW WORKS SMOOTHLY. IF TO COMPLETE REPAIRS NEED TO ORDER NEW UPHOLSTERY CHAISE SEAT FOR CHAIR AND A NEW CUSHION CORES FOR SOFA ALLOWING T-2 TO INSTALL. PO/MFG

The table was easily fixed by the technician while he was in the home. He found the recliner seat to be in perfect condition but requested a new seat be ordered to satisfy Mrs. [redacted]. He also found that in order to remedy the service concerns with the sofa he recommended that the Comfort Care Service Department could order three new seat cushions. A new seat for the chair and three new seat cushions were ordered for Mrs. [redacted] by the Comfort Care Service Department.

Mrs. [redacted] called us on 05-08-13. She stated service would not be enough and that the arms of her recliner were defective. This issue had not been brought up to us or the Comfort Care Service Department prior to this conversation.

We called the Comfort Care Service Department on XX-XX-XX and asked to have them contact Mrs. [redacted] and discuss with her the issues she was having with the arms to her recliner. Since 05-08-13, the Comfort Care Service Department has attempted multiple times to contact Mrs. [redacted] and ask about her service concerns. Mrs. [redacted] has not returned any calls or been in contact with the Comfort Care Service Department since.

The Comfort Care Service Department called Mrs. [redacted] once again on XX-XX-XX to inform her that the service parts had shown to have arrived at her house via UPS. They asked Mrs. [redacted] to call back and schedule a technician to install the parts on the sofa and recliner in her home. The Comfort Care representative also wanted to know about the issue with the arms that Mrs. [redacted] was having but never reported to the Comfort Care Service Department only to

the credit card company.

The last time contact was made with Mrs. [redacted] was on 07-13-13. We asked Mrs. [redacted] to allow Comfort Care to

schedule a technician to come out and install the parts for her sofa and chair. We also told Mrs. [redacted] that she

needed to stay in contact with the Comfort Care Service Department and report the issue she was having with her arMrs.

She said she would discuss the issue with her husband and that she would call us back on Monday 07-16-13.

We were then called by a lawyer representing Mrs. [redacted] on Monday and were asked to not contact Mrs. [redacted] directly.

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. Please contact the La-Z-Boy Comfort Care Department at (XXX) XXX-XXXX if you have any questions.

Review: Website indicates a product is on sale & there is a "bonus coupon" for an "additional 20% off." However, in-store there is only one discount offered.

According to http://www.la-z-boy.com/Product/XXXX-XXXX/Collins-Sectional/, this sectional is on sale. On the bottom right corner of the screen there is a link to "The Bonus Coupon Sale." When you go to this link, you can download the Weekly Ad. On this ad (http://gallerycms.la-z-boy.com//media/XXXXXXX/lzb%20bonus%20coupon%20sept%20fi%...⇄ there is a coupon that states "Take off an additional 20% all sectionals in-stock or special order." The word ADDITIONAL leads me to believe that there is more than one discount that can be applied. The only fine print says "valid thru 10/14/13" and "*Pricing valid 9/10 thru 10/14/13. Delivery charges not included in prices"

I went into the La-z-boy store on 756 IKEA Court

West Sacramento, CA XXXXX with a print-out of the coupon and was told by a salesperson that there was only $20 off the Collins Sectional With Sleeper and that is what the coupon indicates. I asked him why it says "additional 20% off" and he stated again that the discount is only %20. I left the store and called 916-287-4100. A woman answered and reiterated that the sale is 20% off the original price. I told her that the coupon says there is an "additional 20% off" and the website already has a sale price. Her response was that yes, the sale is for 20% and the price I see online reflects the "20% off" on the coupon. This is completely misleading and false advertisement.

I immediately went to the La-z-boy website and used their "contact us" tab at http://www.la-z-boy.com/Support/?ContactUs&WT.ac=customercare_contactus@topmenu to let them know that the ad is misleading and that the store in Sacramento told me there is no

"additional" discount whatsoever, just a 20% off sale. I have not received a response. Desired Settlement: I would like the La-z-boy furniture gallery at 756 IKEA Court West Sacramento, CA 95605, to take the additional 20% off the price listed on their website for the Collins Sectional With Sleeper. If the price online is already discounted 20%, then this means they should honor the advertised coupon for and additional 20% off, for a total of 40% off the price.

Business

Response:

Initial Business Response

Thank you for your recent inquiry regarding [redacted]'s experience while viewing our current sale online and at the La-Z-Boy Furniture Galleries of West Sacramento. We appreciate your concern for our customers who consider La-Z-Boy Furniture Galleries to furnish their home.

We explained to Ms. [redacted] that we are currently promoting our Bonus Coupon Sale at our West Sacramento Showroom. In general, a coupon may be used when a customer comes into the showroom and presents the coupon they would like applied to the sale. The coupon is used in addition to the great prices found in the showroom. Our sales associates are able to deduct the coupon from the marked price of the furniture in our in-store order placement system. Due to restrictions with our online order placement system, customers are unable to apply a coupon to the sale; therefore we automatically deduct the appropriate coupon in advance so that our online shoppers can take advantage of the same great offers we have in store.

We were informed by Ms. [redacted] that she was no longer in the market for furniture. She will be in contact with us when she has a need for furniture in the future. We have since made changes online to the Bonus Coupon Sale to help prevent any further confusion this may have caused other consumers shopping our sale online.

La-Z-Boy Furniture Galleries takes pride in doing their best to solve any problems our customer's experience. Please contact us at (916) 751-2600 if you have any questions.

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

I was directly contacted by La-Z-Boy corporate and was explained more thoroughly how their discounts work. I expressed my feelings on why their ad was misleading and am glad they remove the online coupon to prevent any further confusion. Acknowledging the confusion was important to me as a consumer. I was also extended an additional discount, which was greatly appreciated.