La-Z-Boy Furniture Galleries

Review: On 4/6/14, my husband and I ordered a new sofa and chair. Delivery was scheduled for 5/23/14. On the morning of delivery, Louis from our local store called to advise that part of the fabric on the back of the sofa was pulling away from the frame and we were given 2 options: 1- the warehouse would keep the furniture to fix and delivery rescheduled or 2- deliver it as scheduled that day and a technician would be sent to fix the issue. We were told it was a minor issue and a 10 minute fix so we decided to have it delievered as scheduled. Louis advised that a ce ticket would be opened and we would be contacted by someone in that division for a tech to come fix the issue. Upon delivery, my husband found several major defects other than the one we were told about. My husband advised we were refusing the furniture and asked that it be put back on the truck. One of the drivers told him he could not do that because a service ticket was already opened. My husband argued that it didn't matter if a ticket was already opened, refused to sign the paper saying we accepted delivery and called the local store to tell them what was happening. The drivers left while my husband was on the phone. Heather, the store manager, said that although the drivers should have put the furniture back on the truck, the matter was "out of her hands" because we accepted the furniture in our home. He told her we did not accept it, the drivers refused to remove it, and requested they be contacted to come back and get it. Heather again stated it was "out of her hands". After several phone calls to the local store and customer care, a tech was sent to look at the furniture and he recommended it be replaced. A new set was ordered & delivered on 7/19. We again refused delivery because of major defects. La-Z-Boy's Facebook team recently contacted us and advised they will fix only 1 of the identified issues.Desired Settlement: We have requested that the furniture be returned and a full refund given or new furniture be delivered. La-Z-Boy's Facebook team advised they will fix only 1 of 3 identified issues on the 2nd set (a puncture on the sofa) and the furniture would be redelivered. The other issues were a 6-8 inch scuff mark on the chair and abrasions on the sides of the sofa. We paid for NEW, not "as-is" furniture. If we are to accept this "as-is" furniture, we expect a significant discount on the price.

Review: Our Complaint has to do with the promise of delivery and Neglect on the part of the sales staff at La-Z-Bay furniture Gallleries to inform us of the delay in our purchases being delivered. We were told when we ordered our sofas that it would be between 8-10 weeks for them to arrive. We have called twice now to check on the status of our sofas and been told they were going into production and that they were still in production. At approximately the 10 week mark, my husband called and was told that it would be another 2-3 weeks before they would be delivered. That would put us well beyond the 10 week mark. We are so frustrated we wanted to cancel the order but were told by the salesman that was not possible. He stated that the order could not be canceled, returned or exchanged. We feel like we have been taken hostage by La-Z-boy. We told the sales rep several times that we needed these to arrive for family that was visiting ASAP. He assured us this would not be a problem. If La-Z-Boy factories can not deliver us the product in the time they specified we feel they should have contacted us early on. We feel we should have had the opportunity to change the fabric or style that would have made it possible to have our purchase in the time frame that was promised. Now were left waiting with no couches and are frustrated that there is nothing we can do about it.Desired Settlement: We would like to be able to cancel our order with La-Z-Boy so that we can go purchase a sofa. We do not feel we should have to pay for a product we were promised but never given. Or not given in the time frame that was promised. It should not be legal for a company to hold us to a contract that they have not lived up to.

Business

Response:

This order was cancelled out on 7/5/12 by [redacted] the owner of La-z-boy furniture Galleries.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9111723, and find that this resolution is satisfactory to me.

Regards, [redacted]

Review: Greenville, SC store does not honor the price advertised on the sales tag of the furniture on the showroom floor. I found a chair I liked on the showroom floor of the Greenville, SC store today, 08/23/2013. The chair had a sale tag on it showing $499. However, once I decided to purchase the chair my salesperson, [redacted], told me I would have to add $80 to the$499 price to pay for a scotch guard treatment. I told her I did not want the scotch guard protection and she proceeded to tell me that she could not sell me the chair for the price shown on the chair. I told her I wanted the chair for $499 plus tax and she said her manager would not allow them to sell anything off the floor without the added scotch guard fee of $80. This is false advertising and I am appalled that Lay-Z-Boy would allow one of their stores to conduct business in this sly manner. Lay-Z- Boy should be honest and respectful with their customers by selling their furniture for the price shown on the sales tags from the beginning. The bait and switch sales tactic is dishonest advertising!!Desired Settlement: Sale the chair for $499 as advertised on the sales tag without the added $80 fee for scotch guard treatment.

Business

Response:

I am [redacted] the Director of Customer Service for Tipperary Sales, Inc. dba La-Z-Boy Furniture Galleries. There was a chair that was tagged incorrectly on our Greenville location sales floor. [redacted] was shown the chair that was on sale for $499.00. [redacted] stated that was not the chair that she wanted to purchase.

We regret that any confusion occurred and as much as we diligently work to keep all items tagged correctly there are times when an error is made or a tag is placed on the incorrect merchandise.

We sincerely appreciate [redacted] visiting our furniture gallery. We hope that she decides to return to our gallery in the future.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9685894, and have determined that this does not resolve my complaint. The response front the business states that I (the customer) was not interested in the chair which has nothing to do with my original complaint at all. Their response doesn't address my complaint which is they add a $80 fee to the sales price shown on the furniture in the showroom. This is false advertising! If there is a piece of furniture on the floor I as their customer wishes to purchase, I expect to be able to purchase the price if furniture for the price shown in the tag plus tax of course. This is NOT at Lazy-y-Boy in Greenville, SC.

Review: Chair purchased was defective. Unable to get repair part delivered as promised. Customer service no help

chair purchased June 2014. After much delivery difficulty, delivered in August. Soon after noticed chair didn't recline properly. Merchant's attempt to fix required part not available. Part ordered received damaged. Unable to get status of replacement part.

Chair Recliner rocker sku [redacted]

order 0630406WCQP

Merchant La-Z-Boy [redacted]Desired Settlement: Fix the chair immediately and perhaps some small settlement for my inconvenience.

Business

Response:

Mr. [redacted] has most recently received service in his home by Sun Coast Service, our partner company providing servicing on behalf of La-Z-Boy Furniture Galleries of Jacksonville. Sun Coast has carried out servicing in the home on 10/27/14, and successfully replaced the swivel base / rocking base for the recliner in reference. Work order # [redacted] was signed by Mr. [redacted], and the work order is now successfully closed. In home servicing for any reason revolving around the product from sales order # [redacted] will continue to be free of cost through a period of 1 year from the date of purchase, expiring 8/14/15. Please feel free to contact us at any point going forward for more information if required.

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 is satisfactory to me.

Review: We had a driveway paved on September 19, 2014 a week later there was a hole in it, similar to a sink hole (a small one). Called the company (September 29th)to explain what happened, the lady that answered the phone said she would relay the information to "the guys" and someone would get back. For 2 weeks my husband and myself have called with no answer. We've left message after message...and no one has called us back. This needs to be repaired and even on the receipt it states a 2 year guarantee. Please help us to get something done.Desired Settlement: We want the "hole" in the driveway to be repaired.

Review: My wife bought me a rocker- recliner for Christmas 2 years ago. It has several spots of color loss. The head rest has split out showing foam from underneath. We were told that the materials were covered for color loss and durability. The salesman told us that the leather was dyed all the way through the leather. All misinformation to make money. We called the store about 3 months ago again and was told that none of their materials were covered. We also made a call about 5 days out of warranty. Seems that La-z-boy quality has gone way down. When you pay $1300.00 for a recliner you expect it to last longer than 2.5 years. I would like for La-z-boy to replace the head rest section of leather and redye the seat. Another option would be to replace a defective product.Desired Settlement: A replacement would go a long way toward customer relations. As I have read a tremendous number of complaints concerning La-z boy.

Business

Response:

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

[redacted]V.P. of Operations

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 until the business has performed this action and, if it does, will consider this complaint resolved.

Regards,

Lloyd Shull

Review: We purchased a sectional with a special order chaisse. The chaisse is defective with wrinkles in the arm and a bump in the end of the cushion. The technician who came to look at it stated that it is defective and should be replaced. I recieved a call today and was told that they were sending someone to repair it. So because its a special order it would cost too much money to replace so I get to watch while he takes it apart and sews it back together according to the technician. It amazes me that someone who has never seen the chaisse is making the decision. The local store threw up their hands and stated that "because its special order it can't be replaced". This is after having delivery men not being able to put it in the right place and not locking it in. So their solution is to inconvenience my wife and I again.Desired Settlement: They need to replace the chaisse!!!!!!

Business

Response:

Good morning.

When furniture is custom ordered for a client, it is non refundable. Having said that, it does not mean that there is no warranty against defects. Our furniture is made by hand, and in a case like this, we would simply order the parts required and make any necessary repairs in the customers home. Our technicians are qualified and trained upholsterers. Similar to a car, when it is taken off the lot, defects are repaired, as opposed to the car being replaced. I do feel bad that this is an inconvenience for the client. Had he refused the piece at delivery, the repair would have been made back at our warehouse. Although it is an inconvenience, we are certainly not throwing our hands up and leaving the client with a defective product. We have ordered the appropriateparts to make the necessary repair. Once the parts arrive, we will reupholster the piece. Thanks

La-Z-Boy

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.

Review: Purchased new couches (2) from La-Z-Boy Furniture and are having performance issues with the fabric after only 40 days. I was advised that their fabric which was supposed to be wear tested, would hold up for many years. After contacting them they advised they would only be willing to repair 3 cushions (all are showing wear). I spent approx 3000.00 and am not satisfied with the fabric as it is wearing nor am I satisfied with the results after speaking to the V.P. of La-Z-Boy [redacted] who simply referred me to try to file it through the extended warranty.Desired Settlement: I want the couches returned and or replaced with a fabric that will hold up as advertised.

Business

Response:

Please refer to the photos attached:

All the fabric is wear tested and has a manufacture warranty. The warranty covers three fabric defects. 1) nap loss, the nap of the fabric falls off of the backing. 2) seam seperation, the thread of the seams fail and the seam seperates. 3) fabric seperation, the backing of the fabric fails and the fabric seperates from inside out. The photos demonstrate none of these defects have occured. After emailing the photos to La-Z-Boy fabric claims department, they confirmed no defects. An extended warranty is offered at the time of the sale which covers accidental damage. He did purchase the extended warranty hrough Guardsman and I simply suggested he file a claim.

By Mr. [redacted]s admission he uses velcro durning his daily work which is attached to his clothing. Also, by his admission, on occassions he has sat in the furniture with the velcro attached to his person. There are numerous snags and tears through out the furniture, two seats and one back are serve which we offered as a courtesy to replace at no charge. Any other pieces he elects to replace would be Mr. [redacted]s responsibility. We would order those at our cost figure, not retail. He subsequently has contacted our service center and gotten prices for the other pieces.

We feel this a fair resolve for circumstances unrelated to the wearability of the fabric.

V.P of Operations

Review: On 01/07/2014 we purchased a leather power love seat, a leather power recliner & 2 leather high leg recliners. They were all on special order. We were told it would take 8 to 12 weeks for delivery. We were told unforeseen delays on the leather could extend the delay by a week or two. Today is 06/17/2014, over 5 months since purchase. We were the ones to call with information for updating the delivery dates. Even some calls made with requested call backs were not always honored, but ignored. During the day of purchase a sale was on. We learned that our savings was $20. Since the purchase date a number of sales have occurred for special orders. It would have saved us nearly $800. In requesting some consideration we were promised $90. off the delivery fee. We have purchased La-Z-Boy chairs for our home since the 1960's & love the product, but are very disappointed in the business practices that are now taking place. We don't feel a "sorry about the delay" is sufficient.Desired Settlement: We would like a substantial financial consideration. We feel we should receive the best custom order sale price during the delay. Yesterday we learned that the middle to the end of July is the new target date for 2 pieces, but the other 2 chairs will be much later. When such a long delay takes place, it seems only right that the customer should be released from the obligation, to purchase elsewhere. This was far beyond normal expectations of delay & is unacceptable.

Business

Response:

Revdex.com

3075 Beacon Boulevard

West Sacramento, CA 95691

RE: Customer [redacted] M. [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.

Unfortunately due to circumstances out of our control, delays may occur. These delays are generally out of the norm and we apologize for any inconvenience it creates for our customers. Our Elk Grove Showroom Manager has been in contact with Ms. [redacted] and has provided an accommodation for the delay.

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 ###-###-#### if you have any questions.

Consumer

Response:

I am rejecting this response because:

The company has done nothing to address the concerns we've expressed. We are affected by abnormal delays beyond the control of the company. Customers should not be held hostage to contracts they cannot fill in a timely, reasonable manner. (The only contact has been with our sales rep. My husband has been in the hospital twice since March and not having the furniture has become a complication to his rehab. His feet need to be elevated above his heart & our old furniture sold June 1st in light of the new furniture arriving.) See Attached File...

Business

Response:

Revdex.com

3075 Beacon Boulevard

West Sacramento, CA 95691

RE: Customer [redacted] M. [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.

The last units of Ms. [redacted]’s order are scheduled to ship at the end of this month and we should be able to schedule the delivery of her order shortly.

As stated in our previous response, due to circumstances out of our control, delays may occur. These delays are unexpected and we apologize for any inconvenience it creates for our customers. Per the terms and conditions of the sale, we are unable to cancel or provide refunds on special ordered merchandise. We have made attempts to contact Ms. [redacted] to discuss accommodations we are prepared to offer off her sale due to the delay of her furniture.

In Ms. [redacted]’s communication, she references seeing her furniture sold at a lower price. If she would like to discuss her observations further, she is welcome to contact our corporate offices at ###-###-####.

Review: On 5/16/08 we purchased a sectional sofa from La-Z-Boy for $3240. We also purchased their Guardsmen warranty to cover defects. After less than 3 yrs. our triangular piece of the sofa was collapsing in the front of the custion. I wrote a letter requesting service on 1/21/11. I was informed that they do not come out to repair this problem, we have to bring it into their location. We are in 75, have recently had cancer and back surgery. There is no way we can do that. I requested again on 9/1/12 through a computer form for help to get this repaired. I just received a reply advising outside firms do their repair. If someone comes out, we have to pay a trip fee, service fee and repair fee. Also, they do not advise who to call. We are not looking for a freebie, just help to repair this sofa, which is harder to sit on all the time. This is not customer service I would expect. When we took the extra warranty, we were not told we would have to bring the item in for service, or, we would not have purchased it. There are numerous complaints, as I have come to find on the internet against La-Z-Boy and their quality of product and service. Not what it once was.Desired Settlement: We just want this sofa repaired properly by whomever La-Z-Boy sends out, however, those extra charges seem hardly fair. But, if we have to pay, it should be reasonable charges since this sofa was falling apart before it was 3 yrs. old. The quality is not there, hardly what we expected when paying over $3240 for a sofa. The cushion also wrinkled on another section, which we can live with. We are not problem customers, just customers expecting a quality product!

Business

Response:

I spoke with Mrs. [redacted] and clarified her different warranty coverage, i.e. Guardsman for fabric damages and La-Z-Boy for manufacturing concerns. She is set up for an evaluation tomorrow 09-13-12 and has been quoted $240 maximum for applicable transportation and labor charges. Byrne Skaggs

Director of Consumer Services

Review: The product purchased was on January 28, 2013. I was told that expected delivery was not until March. The next delivery date the chair and ottoman was expected was early June. No one can tell me at this time when I can expect my purchase. I chose other fabric for my purchase based on fabric I was told was available at the time of purchase. I do not want my other ordered items if my selection cannot be fulfilled. The expected wait time is out of line.Desired Settlement: I would like to be able to have extreme discount on my selected purchase, complete release from any responsibility to pay for prior items purchased that have not been received, or upgrade to all items that have not been received at extreme discount.

Business

Response:

Our special order quotes are based on prior ordering experiences and LA-Z-BOY’s expectations at the time the order is submitted. Unfortunately this order has gone beyond the normal expected 10-12 week time frame.

I have contacted LA-Z-BOY logistic department and the leather chair and ottoman are currently in production with an estimated ship week of 06-17-13. These units come from the [redacted] plant and are typically one week in transit to our PHX warehouse.

LA-Z-BOY has extended their apologies and a 10% discount on the 2 delayed items. I have applied this 10% to the entire order for a total merchandise discount of $473.71 plus the previously waived $125 delivery charge. The remaining financed amount was $2,717.50 and is now $2243.79.

The client will receive a text message to 480-394-3711 once the order is filled and is ready to be scheduled which will be the week of 06-24-13. I can be reached at 602-426-5292 ext 2220 if this information needs to be changed.

Sincerely,

Review: They delivered a broken glider chair for my nursery weeks ago promising to send someone to fix it within the week. After repeated calls they still have not sent someone to fix it. They stood us up twice. At each follow up call they assure us the will fix it right away and make it right. We still have no fix in sight. At this point my son is now 5 weeks old. This broken chair in the middle of our nursery has negatively impacted the bonding experience between me and my son. I have to go to another room to nurse because this broken chair is in the way. I can't even get them to come get the chair and refund our money. I feel held hostage by this company. It's shameful they would do this to us at this difficult time of having a newborn in the house. Please help us. We have been more than patient with them waiting on a fix and making follow up calls.Desired Settlement: Come get the chair immediately and issue a full refund. We will consider a 50 percent discount acceptable if they actually fix the chair within the week. In either case, an apology and review of their broken system.

Business

Response:

Revdex.com3075 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.We have resolved [redacted]'s issues. 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. Wilson directly to discuss the status of her exchange. Please contact us at ###-###-#### if you have any questions.

Consumer

Response:

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

Business

Response:

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

Consumer

Response:

I am rejecting this response because:This is not resolved. The broken chair is still in the middle of my nursery. Our money had not been refunded. They insist they can’t pick up the chair until Dec 19th. A wait of another 10 days is unreasonable and I have no confidence they’ll actually show up. On two prior occasions we had confirmed appointments 10 days out to repair it and they simply didn’t show up. On the third occasion they showed up and simply said it’s unrepairable…but left the chair in our way!!! My newborn son is seven weeks old and we are still at the mercy of this company. It’s horrendous. have to leave my nursery to nurse him because this broken chair is in the way. A reputable company would have immediately taken the chair away, given us a loaner chair, and a significant discount for the trouble.

Business

Response:

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

Consumer

Response:

I am rejecting this response because:They have not refunded our deposits, $135.00 on Discover Car and $135.00 on Visa card. Also, bizarrely, we just received a package in the mail from them with parts! We have no idea why that was sent to us since they told us the chair was unfixable and they took the chair away on 12/19/14. Not sure what to do with these parts. This company is so sad. They still can't get it right.

Consumer

Response:

Consumer states that they have received the refund for their deposit but would like to note that they remain dissatisfied with the the manner in which the business handled the situation.

Review: I had purchased two separate items at La Z Boy, in early February and was told that I was going to get the delivery of both items at the end of April. I had purchased a Power Fabric Recliner due to my disability, and a leather sofa.

At the time of purchase, I was told by the assistant [redacted], that I could add on the protection plan to both items, and that the company would call me before the items came in, so that it could be added. I was also told at the time, that I couldn't pick up my items, and that they needed to be delivered to the home and was charged for both items to be delivered and set up figuring it was La Z Boy, themselves doing the delivery.

On April *, 2015, before the delivery of both items, I called the store to tell them that I was going to be getting my items that day, and left a message on the answering machine stating that I wanted the protection plan added before the the company came to make the delivery. I also called the credit card company to tell them the same thing, and was told that the company could add it to the credit card when the store opened.

Upon delivery, two men came into my home, brought in the parts of the recliner unwrapped, and asked me where the recliner and the sofa would be placed. I showed them where, and that's when they brought in the sofa. The driver was holding one end, and his assistant was carrying the other end. I was standing across the room, and watched them carry in the sofa. As they turned the sofa, they leaned the one side on my console table cracking the corner and chipping it.

I immediately told both of them what they did, and told them they scratched the sofa.

At first the driver said "we didn't do anything", and I told him it was the other person. This person put the sofa down, and never spoke any English and never came back in the house. The driver hardly spoke any English himself. We brought the light by the sofa and there was a big brown scratch in it.

At this point I called up the delivery store ( [redacted]) and spoke to [redacted]. She was very rude and told me that her drivers needed to go on there way. I either was to keep the damaged sofa, or they were taking it back. I told them I was not accepting the sofa, and when I told her about the damage, she said it was not there problem, it was La Z Boy's.

The delivery men left the recliner in the middle of the room, and the sofa pieces on my other sectional. They left the front door open, and then I told them that I have them on camera, and that I was taking pictures. I also never got a chance to look at the other item, and wrote that on the pink slip they gave me.

I called the store right away, spoke to the [redacted] and told him I wanted to know what they were going to do about the damaged sofa and console table, and that I wanted the protection plan added to the recliner, and I didn't get a chance to look at it. He said he was adding the protection plan, and told me to come down to the store.

After they left, my husband had to come home from work, to move the recliner, and we went down to the store and spoke to the [redacted]. He refunded me the sofa, said he was adding the protection plan, and that he had nothing to do with the damage that happened in the house. I needed to get in touch with the delivery company [redacted], and speak to Joanne.

From that day on, I have called the delivery store many times, and also called La Z Boy, and received no phone calls back. Then when I told them if I didn't get a phone call back with in 24 hours, I was notifying Revdex.com, Nassau County Consumer Affairs,or bring them to court and then they suddenly starting calling me. [redacted] stated that they were not responsible because the guys that came to my house where a private hired company that they hired and that he was an independent trucking company that they subcontracted to, so La Z Boy double subcontracted. They gave me his name, and his company is [redacted]'s Trucking. So, they went ahead and hired a guy who was not licensed and insured to deliver La Z Boy Furniture. I told them according to the invoice from [redacted], he was the driver and worked for their company.

He (the driver) called me and told me directly,and stated he was going to pay me the delivery fee, and for the console table, and wanted to pay me cash. I asked him for his insurance name and license information, he wouldn't give it to me. Then I called La Z Boy to tell them that they were hiring a company who subcontracted out to a trucking guy who was not licensed and insured for delivering items, they told me that there was nothing they were going to do except send someone to my home and have the console table fixed by some guy. I asked the general [redacted] for his name, address, license and insurance information, and he couldn't provide that to me. I do not want someone in my house who is not licensed and insured. I wanted to have a couple of estimates and then they could pay for the damage. He also told me not to take any money from the Trucking Company.

At this point I even have contacted the main corporate office,( Comfort Care Department) and they have said there was nothing they could do, but try to have the La Z Boy franchise pay for the damage. This was because they stated to me that the local store was a franchise and independently owned. I told them that, just because they are independently owned, does not mean they are not responsible. They pay to have the name, and need to take ownership. I bought these items from this company because I was disabled and needed something reliable. The company needs to stand behind their name and service.

I have all the names of everyone I spoke to, along with dates, times, photos, video, and there still is no response. . I also noticed some damage on the recliner, which I also took pictures of and told them about.

This situation has now made my disability worse from all the stress it has caused me.

Hoping to hear back from the company.Desired Settlement: I told the company that I would wanted them to pay to fix the console table, refund the delivery fee on the recliner because it was left in the middle of the room and not put where it was suppose to go, my protection plan added to the recliner waived because they didn't add it when they told me they were and a discount on the recliner for all my inconvenience, OR the company could pay the for the damage they caused in my home ( console table), and take back the recliner and refund the entire order.

Business

Response:

I have spoken to [redacted], and we have agreed to pick up her recliner.Also, [redacted] is waiting for [redacted] to submit an estimate for the repair of the console table. thank you,[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 did speak to [redacted] about the recliner. She informed me that they will pick up the recliner. I would like to see a total refund on the recliner, and for La Z Boy to be responsible for the damage in my home ( not [redacted]). I have a contract with La Z Boy, not the delivery company, which makes La Z Boy responsible. I will not send anything to [redacted] on the damage, because they have already notified me that they were not responsible for the damage because they subcontracted to someone else. La Z Boy needs to be responsible for who they have contracts with. I would like to submit the estimates to La Z Boy directly.[redacted]

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

Sincerely,

Business

Response:

[redacted]'s chair was picked up by [redacted] on Saturday 5-**-15. We have received confirmationfrom the delivery company, and have issued the credit to [redacted]'s credit card, today 5-**-15.I had spoken to [redacted] yesterday, and explained that most furniture repair companys do not offerfree esimates on repairs.[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 did see a credit posted back to my credit card for the deposit on the chair. I'm waiting to hear back from the company that La Z Boy has the balance of the chair on it to see if it has been resolved. I also have explained to [redacted] on the phone that if the person she has offered to fix my personal property is a professional furniture repair company, then there should be no reason why the company could not give me his name, address, license and insurance information? Also, she has a picture of the damage, and has not offered any money to repair the console table, which I'm asking for $250.00 to repair. This person should be able to give her an estimate. Thank you,[redacted]

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

Sincerely,

Review: Ordered Jenna Sofa from catalog shows filled pillow backs. Sofa delivered with inadequate filling and pillow backs wrinkled. Will not fix meets specs

Ordered Jenna PWR LA-Z-Time Sofa 3 Seat SPO Stock [redacted] CXXXXXX FN 000 on 2/15/13 from [redacted] salesperson. Photos in both catalog supplied and an April advertisement show same sofa with fully packed pillow backs (I have originals). Our sofa delivered in mid-April has inadequate stuffing and wrinkles are always apparent in backs & middle seat. Three visits from service techs came to our home: 1st visit-he just punched up the stuffing and said that will fix it. 2nd visit-ordered additional stuffing delivered to our home via UPS to fix wrinkles. 3rd visit-tech said opening new stuffing and stuffing pillow backs won't make us happy and suggested we call to negotiate a replacement. La-Z-Boy Service phone XXX-XXX-XXXX responded from [redacted] & one other female customer service rep that they determined our sofa was built to specs and no adjustment nor any further effort will be made to make our purchase of $1,848.41 better. We bought what they delivered. I have 2 photos of our sofa: (1)From the catalog we used to order our purchase signed by [redacted] sales rep, at Rancho Cordova. (2) In a single sheet sales flyer arriving in our home in April for the Jenna Reclining sofa on sale from 4/2 to 4/22/13 for $361.46 less than we paid when ordered (not part of this issue is fact we asked for adjustment based on sales price that they refused even though the sofa wasn't yet delivered, but in production). The sales flyer clearly shows no wrinkles in pillow back as well. After talking to [redacted] associate at the service center, telling her I am unhappy with service and asking for optional replacement of the same sofa to be built same as the photos shown, the service phone person said: "I don't know where you got your photos of the sofa, but we built yours to spec and no further service will be authorized." I told her I was going to the Revdex.com for action & she quickly added I should also mention "[redacted]'s doesn't sell all beef hamburgers when I visit them." I guess a $1 hamburger is just as important as an $1,848.41 sofa we will live with in our family room for years to come. Here is what I have now, a large bag of sofa stuffing in my garage that wasn't even attempted to be used since the service tech who visited our home said this wouldn't make us happy and a wrinkled sofa that doesn't look like the photos we ordered from....I suggest La-Z-Boy stop their custom ordering or quit air brushing their catalogs and advertisements to make items appear much more appealing than they can deliver. We are still very unhappy, retired and on limited income. We even sold a La-Z-Boy sofa to have this replace what we had... but they have fallen a long way on service since a furniture tech who visited our home stated "you won't be happy with new stuffing!"Desired Settlement: We are asking La-Z-Boy to either make our sofa look like their catalog and sales photos they present or replace our sofa with over-stuffed pillow backs to eliminate wrinkles that makes the current sofa look very old, used and ready for replacement.

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.

On February 2, 2013, the [redacted] came into our Gold River showroom and placed a special order for a Jenna Power La-Z-Time sofa [redacted] CXXXXXX). The special order Jenna sofa was delivered to the Mulvehills on April 11, 2013. Since accepting the sofa, the following has happened:

* Our Comfort Care Department sent a technician out to the customer's home on May 3. The technician tightened the footrest and put some lubrication on the mechanism. The technician regulated the back cushions to even out the fiber fill and smooth them and determined that the back cushions are not defective.

* Another technician was sent out to the Mulvehills on May 17. The technician found that the footrests were dragging on the carpet, causing the locks to pop open. The technician elevated the feet on the front of the sofa. The back cushions were fluffed again and the technician noted that the cushions are normal.

* On June 5, our Comfort Care Department ordered new back cushion inserts as a courtesy to the customer, even though the technician had determined that the cushions were within specification.

* On July 19, a technician was set out to the customer's home to install the new back cushion inserts. During this visit, Mrs. [redacted] expressed that she would like a firmer back, not fiber fill. The back cushion inserts for the Jenna sofa is only available as fiber fill, as shown on our floor models. The technician determined that the sofa is up to specifications.

* Comfort Care product specialists reviewed the [redacted]'s service order on 2 separate occasions and both came to the conclusion that the sofa was made to specifications.

Please note that on our website we disclaim that, "Product image may differ from actual furniture item. La-Z-Boy products are hand crafted and variations from standard dimensions and appearance can occur. Construction differences in upholstery covering (cloth and leather) can cause variances in dimensions". We have attached photos of the Jenna sofa as shown on our Gold River showroom, for reference.

La-Z-Boy Furniture Galleries takes pride in doing their best to solve any problems our customer's experience. All La-Z-Boy service issues are handled by our Comfort Care Department. Please contact the La-Z-Boy Comfort Care Department at (XXX) XXX-XXXX if you have any questions.

Consumer's Final Response

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

I received a phone call from corporate representative who informed me La-Z-Boy has reviewed our complaint at their corporate offices in Lavonia, Michigan and decided to grant a replacement sofa for the one we are unhappy with today. La-Z-Boy made it clear they will pick up the sofa we are complaining about and want to do "an autopsy" on the manufacturing of the sofa since we were told numerous times this sofa was built to specs, but the wrinkles in the back pillow cushions were not acceptable or expected based on what we saw in the catalog. I think La-Z-Boy finally listened to their customer and want to thank them for viewing the photos they were sent vs. the catalogs and advertisements that brought us to their store. I am sure future customers will be happy with this type of service. The new couch will be manufactured and delivered in 6 to weeks.

Business' Final Response

We have advocated Mr. [redacted]'s concerns with the La-Z-Boy Comfort Care Department and have been approved to provide a courtesy accommodation to the customer. Mr. [redacted] has been contacted and is agreeable to the offered resolution.



La-Z-Boy Furniture Galleries takes pride in doing their best to solve any problems our customer's experience. All La-Z-Boy service issues are handled by our Comfort Care Department. Please contact the La-Z-Boy Comfort Care Department at (XXX) XXX-XXXX if you have any questions.

Review: I ordered a [redacted] sofa, chair and ottoman on Seotember 18, 2013. Delivery was 10/30/13. On November 14, 2013 I called the Laz boy store and they referred me to laz boy customer service to report the defects in my recliner and chair. On December 4, 2013 the adjuster came to my house. On 12/5/13 I went to the Lazy boy store, on 12/6/13 I received an email that the parts were ordered and I was to call them when I received the two parts via mail. On 12/24/13 I followed up with an email to find out status. I was informed via email that the first pkg was due 12/27/13 and second pkg would be shipped from factory 12/30/13. On 12/27/13 I stopped in store, spoke to store manager. (no help) and on 1/7/14 I sent another email asking for an update of second pkg. On 1/7/14 I filed a dispute with credit card company. On January 10, 2014 received call from laz boy customer service that 2nd part was due to be received 1/13/14 and they would now schedule a date for the adjuster (even thou it was not there policy to schedule before I receive the parts) they offered me a date of 1/23/14 I was unavailable the next date 1/29/14.Desired Settlement: I have been waiting since 11/4/13 for my recliner and chair to be repaired/replaced or refunded. Not once has Laz boy reached out to me to resolve this issue. Therefore I am requesting a refund.

Business

Response:

La-Z-Boy

[redacted] Road

[redacted] RI [redacted]

Thursday, January 23, 2014

Dear Revdex.com,

I am writing this in regards to complaint # [redacted].

The customer had purchased a custom ordered piece. Custom order pieces are nonrefundable. Our warranty is repair warranty. Despite customer’s claims, there was much email communication during the month of December with the status of the part order. The customer is now scheduled for repair.

Thank you,

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.

I initiated all the emails...December 6 from [redacted] Comfort Care Rep response stated stated 3 to 4 weeks for delivery of the parts but they were going to rush the order. On December 12, 2013 [redacted] from Comfort Care stated in an email if repairs do not work we will discuss other alternatives at that time. On 12/24/13 I emailed to find out status on delivery. First package was received 12/27/13 second package was suppose to be be shipped from factory on 12/30, did not receive until 1/13/14. Repairs are scheduled for 1/29/14. Please note Laz boy has an outside contractor do the repair work. So since 11/14/13 , over two months, I have been waiting and only when I call or email do I get answers. Very poor customer service.

Business

Response:

La-Z-Boy

[redacted] Road

[redacted] RI [redacted] Monday, January 27, 2014

Dear Revdex.com,

I am writing this in regards to complaint # [redacted].

This customer’s chair is being serviced.

Thank you,

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.

My [redacted] and [redacted] stationary chair are scheduled to be repaired 1/29/14.

Review: My husband and I purchased a leather living set in April of 2012 for over $3,000 and in Dec of 2014 we noticed that the arms on the recliner began to peel. We also purchased an extended warranty/guardsmen protection plan. The store has refused to honor the warranty claiming that peeling is not covered. Regardless of the warranty plan, the fact remains that this is a 3 year old set purchased by a high end company which is defective and the company will not stand by their product. We have two other pieces of furniture from the line and both are in perfect condition, only the chair, which sees the same use as the love seat, has no peeling. Bottom line, Laz-Y Boy charges high prices for what is supposed to be quality products, but WILL NOT stand by those products if they are defective. Further more they sell warranties that will purportedly cover damage which is caused by the consumer, but which will NOT cover a defective product, which is the company's error not ours.Desired Settlement: I would like to either have the chair repaired, if possible, at no cost, or if not possible a replacement chair.

Business

Response:

La-Z-Boy Incorporated provides a limited 1 year parts and labor warranty from the customers date of delivery for manufacturing/material defects. The customer took delivery of the rocker recliner on April 7, 2012. Her warranty for the fabric and the labor expired on April 7, 2013. The customer contacted our Comfort Care department on February 24, 2015 looking for assistance because the cover on both arms was peeling. She purchased a [redacted] protection plan and [redacted] advised her they do not cover peeling under their protection plan. [redacted] is a third party company and they have specifics in their protection plan of what is covered and what is not covered. Ms. [redacted] was quoted $577.62 plus tax for 2 upholstered arms and $109.00 plus tax for the labor to install both upholstered arms. The customer advised she would discuss with her husband and call us back if she decided to proceed with repairs. On March 12, 2015 Ms. [redacted] posted a complaint on consumeraffairs: We purchased a leather living room set in 2012 and 2 years later one of the three pieces began to peel. This was a defect in the product because this piece was used no differently and is peeling in multiple spots but the other two pieces are not peeling at all, anywhere. We also purchased a protection plan for 5 years. I am here to say that for a supposedly high-end brand La-z Boy is not too concerned about the quality of their products, because when they sell a bad piece they will not stand behind it and either fix or replace it. I should correct that...they'd be happy to fix it if we paid them to, or replace it if we purchased a new piece, but given that the damage was a defect in the product it makes no sense why we would do that. Additionally, the warranty we purchased, it only covered damage caused by us. So, just beware, the high price does not mean quality, it just means name brand. And the warranty, unless you have kids or are willing to lie about keying your couch (advise we were given to get this fixed), I'd not bother with it. On March 15, 2015 a response was sent to Ms. [redacted] offering an alternative resolution option: [redacted], thank you again for your review. We were able to locate your service ticket and would like to offer another resolution option. As explained our warranty for manufacturing defects is 1 year from the date of delivery. Manufacturing defects will occur within the first couple of months of use. We would be willing to cover the cost of one arm, if you are willing to cover the cost of labor ($109 plus tax), and for the other arm. We will also discount the arm from $288 plus tax, to $96.28 plus tax. This will roughly total $205 plus tax, instead of the $577 plus labor, originally quoted. Please let us know if you would like to proceed. Thank you, La-Z-Boy ConsumerAffairs Team Currently, our ConsumerAffairs Team has not received a response from the customer.

Review: I purchased a recliner from La Z Boy at the cost of $952. From that company and at that cost I expected a quality product. The upholstery job is horrible. There are puckers on the front face of the arms, on the back, on the side and along the top of the recliner. There is a horrible crumpling up of fabric on the right arm. Fabric stripes do not match. Fabric is not even attached to the recliner frame at the junction of the back and base; it is loose and wads up when the recliner is upright and looks horrible when the recliner is extended. Three of the four legs have nicks. I have followed their customer service protocol and received no response to date as to reparations.Desired Settlement: I have not used the chair. I ask that La Z Boy retrieve the recliner, provide an upholstery job that is free of puckers, with fabric stripes matching and with legs free of nicks.

Business

Response:

I am [redacted] the Director of Customer for Tipperary Sales, Inc. d/b/a La-Z-Boy. [redacted] purchased her La-Z-Boy chair in December 2012. Her La-Z-Boy chair was delivered to her on February 2, 2013. On the day of delivery [redacted] notified our drivers of her concerns with her chair.

As of today I have spoken to [redacted] on several occasions. I have explained to [redacted] that there are certain issues such as the scratches on the legs and the stripes on the footrest that are not aligned with the back and seat of the chair can easily be corrected. We also can correct some but not all of the puckering on the chair.

After several communications with [redacted] she has agreed to allow us to pick up her chair and bring in to our service center in [redacted] lives in an area that is outside of our normal delivery zone so we are waiting for our delivery manager to schedule the pick-up of her chair. Once the chair arrives at our service center our factory trained La-Z-Boy certified technician will inspect the chair and determine what adjustments he can make to the chair. [redacted] has requested that she is contacted at this point for an update from the technician to see if he will be able to meet her expectations. Based on that conversation the decision will be made to allow the technician to continue with the alterations on the chair or if [redacted] decides she will return to our Greenville La-Z-Boy Furniture Gallery to select another fabric.

We believe in and stand behind the La-Z-Boy product. We hope that each of our customer’s has an exceptional experience from the moment they step into one of our galleries and throughout the entire time they own their La-Z-Boy furniture. I have provided my name and contact information to [redacted] and have assured her that we will do everything in our power to ensure her La-Z-Boy chair not only meet the La-Z-Boy standards but also we resolve the issue to her satisfaction.

Review: I ordered a custom sofa and two recliners and a table from Lazboy on 11/15/2014. I selected the color of the sofa by matching a pillowcase. The salesperson [redacted] agreed with me that the color sample was a very good match for the color I was looking for. She had me check that the order was correct, especially the number of the color code. She never mentioned that the color of the couch could deviate from the color sample due to dye lot variations. I paid ½ of the price at time of order. When Lazboy was ready to deliver they required that I pay the remaining balance before they delivered the order. What a red flag that should have been. The furniture was delivered on a Friday 1/2/2015. Monday I called the store to say the couch was the wrong color, yellow green not the yellow I ordered. I was told I should come to the store to pick up the color sample to compare to the sofa as colors can look different in different light. I was not able to pick up a sample immediately but when I did the salesperson said not to worry, Lazboy would make it right. I told her not only was the color off but there were quality issues. That night I emailed photos showing that the sample and the couch did not match. I was told that my salesperson would have to handle these issues, but she was out sick. When [redacted] did return she called me and said that she had no control on what the service department would say about my issues and that dye lot color variations were acceptable. Again she never mentioned this at the time of the order. At this point I stopped payment for the second half of the purchase. A service person did come to the house and took pictures. Lazboy decided the color variation was acceptable. Perhaps it is acceptable to them but not to me. They further said that since it now had dog hair on it and was dirty that they would charge me a 50% restocking fee to return it. I asked how it could be dirty when I had bought the fabric guard that was guaranteed for 5 years. The other option they gave me was a $400 credit. The attitude of the salesperson was threatening and did not acknowledge any responsibility for the wrong color and poor quality. I asked why they had hundreds of color samples in the store if each color sample was meant to be only an approximation. I then sent pictures of the quality issues of an uneven seat seam and an under-stuffed seat. The service person then offered to take the sofa to repair these issues but still did not acknowledge the color mismatch. He also threatened me saying that my credit card company would be coming after me for the second payment. This was again Lazboy trying to coerce me into paying for a low quality, wrong color sofa. I will not be satisfied until Lazboy takes the sofa back with no charge to me for the sofa.Desired Settlement: I want Lazboy to pick up the sofa and stop all efforts to collect any payment for the sofa.

Business

Response:

Hello,After careful consideration it has been

brought to the customers attention that we were willing to offer the best

possible scenario for the customer, which was above and beyond our limitations

and to the fullest resolution within our reach. After a home inspection, it was deemed that

the material samples that were brought to the home were matching what the

sofa was tailored in. The customer also

brought up some possible tailoring issues which I explained to her that we

would be more than happy to accommodate.

The major issue is that the customer is simply not happy with the

material choice on the sofa.

Unfortunately, the customer order was a special order and it was made

very clear at the time of sale and stated in the terms and conditions on the sales order that her purchase was non-returnable and

non-refundable. I have offered the

customer a return with a restocking fee or a discount to keep as a courtesy which is over and

above our policy. Due to the current condition of

the sofa which has pet dander and hair, I am unable to offer her anything else. Sincerely,[redacted]Director of Operations4019 Edith Blvd. NE, Bldg.#3Albuquerque, NM 87107

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The response asserts that I must accept whatever was delivered as the product was non-refundable and non-returnable. There are clearly quality issues and the color does not match. Furthermore the fact that the sofa has been used by dogs does not negate their responsibility to deliver a quality product. I have not authorized the second payment nor am I going to. Perhaps they would like to take this to small claims court. I have registered this complaint with [redacted] and will present this situation to other consumer groups.

Regards,

Review: I purchased a love seat with a pull out bed in October 2013 at La-Z-Boy in Sacramento, CA. for $1289.92 and received the love seat in November 2013. I told the sales person that I was to sleep on the pull out bed every night. The sales person said it was fine for such. When I received the love seat the bed frame was not correct and I called the store. After arguing with the store, they finally sent out someone to look at it. I was told it was fine, but the frame was bowed down in the middle. After further arguing they replaced the frame, it took six weeks to order and 2 weeks further before they came to install it. Only then was I told it was not for everyday sleeping, after I had expressly asked the salesperson that it was intended for so. Now in April 2014, I closed the frame, heard a noise, and now the bed will not pull out. I called La-Z-Boy again and was told it would take well over a week for a technician to come again.Desired Settlement: I have spoken with the store and currently they only want to repair the problem yet again. I would prefer that they remove this faulty love seat and give me a refund.

Business

Response:

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

We purchased a $1,295 chair from La-Z-Boy on March 26, 2011. It came with a one year warranty. Approximately six months ago we contacted their local store due to cracking in the leather seat cushion. Their customer service said it would cost around $200 to fix – subject to corporate approval. They contacted their corporate offices and were told that the chair and the leather were no longer made. La-Z-Boy had rejected their Chinese supplier due to “poor quality of the product La-Z-Boy was receiving.”

Customer service suggested we go to the local store (Chandler) and find a similar leather to serve as a replacement. Again, they mentioned this was subject to corporate approval. La-Z-Boy corporate said no, the chair was out of warranty.

I contacted their corporate customer service and was also told that their Chinese supplier was no longer used due to “poor quality of the product La-Z-Boy was receiving.” They rejected both of my emails on July 10th and 11th with the answer “the leather on your chair is not available.”

I understand that under the conditions of their warranty they do not have to do anything. However, to blame the problem on the poor quality of their manufacturer is a very poor excuse.

We purchased the chair from La-Z-Boy, not China. We are not asking for a new chair, just to assist us in the cost of repairing it. Especially when we were lead to believe it would cost around $200. Their local customer service even sent us to the store to pick replacement material.

I felt other potential customers should be made aware that they do not stand behind the products they sell.