La-Z-Boy Furniture Galleries

You have missed the point of my complaint? I was NOT told the safety battery back up system was only good for ONE use! ? Either the salesman was not familiar enough with the product or he lied by omission in order to obtain a sale? I find it very hard to believe that a company like Lazy Boy does not stand behind their productsPlease make arrangements to pick up this chair.Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

[redacted] Please see the attached for the response that we had previously sent to La-Z-Boy Corporate concerning this customer (after she contacted them)We had refunded $to the customer which was $for the delivery charge plus an additional $for a total of $which we felt was more than fairAlso, we have an email from MsAndries stating that she had locked up the dog twice and twice it got out

We purchased our reclining seat sofa 3/17/It was delivered 5/30/Notified our salesperson Tara 6/13/18, by phone we were having issuesTara notified by email and the service/delivery people came out 6/20/to look at the sofaThere are issues: Alignment of the backs, seat cushion leans towards middle and outside back cushions have compacted quite a bit by comparison to the middle cushion Once they looked at the issues I was told the alignment concern was due to the slack in the forks that hold the back cushion it needed to be replaced, the cushion leaning in would need to be repaired in shop as well as the cushions So parts were ordered and shipped to my home, arrived 7/13/Notified Lazy Boy they came out 7/25/Picked up parts and total bottom of sofa leaving the backs Brought sofa back, put it back together, one of the service/delivery people sat in the side that leaned and made the statement" Wow this cushion leans in" He stood up and I then I saw the other service/delivery person push the back in to make it appear aligned and then took a picture of it At this point nothing had still been addressed about the compacted cushions and the "repairs" had not been performed or had been and wasn't effectiveSo they left saying they would report again the situation So again I call my salesperson and again emails get sent to service and again I wait When they finally contacted me by email they said Lazy Boy had determined that the alignment was within their tolerance(So I wonder why did they bother to initially make a repair) They never addressed the leaning cushion repair not being corrected or the compacted cushions So then it went them wanting to come back out to pick up the sofa and attempt another repair on I guess the leaning cushionThis process went back and forth with me having to contact them on the progress of their intentions(During this time I attempted to file a complaint with the manufacturerThey to give you the run around, telling you one thing and finding out that wasn't correct)So I finally told the Lazy Boy store by an email 9/23/18, I had no faith in their company as a whole and would prefer a complete refund or at the very least I was willing to accept a store creditSo once again emails went out with all the powers to be involved, owner/general manager, Lazy Boy manufacturer, service, sales and me, in this email loop that goes nowhereOnce again I heard nothing So I went to the store, 10/at 12/:spoke with the manager, Nicci S [redacted] , told her about my situation, gave her the copies of the emails and she told me she would contact me the next day after she spoke with the service department(they were closed that day) So again I waited and again I heard nothingSo after days of waiting I again called my salesperson, TaraTold her I was done, I wanted a refund Again emails are sent and again no contact, by phone or emailSo here I am 11/with a defective sofa and no one at Lazy Boy cares to take care of this situation I have came to the conclusion these people take a class that teaches them to procrastinate, ignore and offer no solutions with seeming to be somewhat concerned hoping you will give up and just go away My sofa was less than a month old before it started having issues My husband and I are heading into our retirement years, we take very good care of our furnishings and we just wanted what we believed to be something that would last for awhile Obviously Lazy Boy brand is no longer what it used to be in quality and integrity

customer seat had cracked, la-z-boy's policy is to replace parts, a upholstered seat was ordered and shipped to the service tech., he can installed the new seat on thursday April *, Please advise if customer agreesthanksgeorgette C***service manager

First I apologize that the customer is having a problem with the recliner she purchased form usIn the complaint she said that she picked the chair up from the store so she must of had some way of transporting itSo why wouldn't she transport it back the same way she took it? Typical of any product purchased from any store, when it is taken by the customer it is their responsibility to return it for repair or exchangeHad they purchased the optional delivery service part of the charge is for in-home service for the first days

I'm writing in reference to Case# [redacted] for customer [redacted] in the amount of$Ms [redacted] special ordered a chair and sofa in our Clay, NY location on June 8, 2017.The furniture was delivered to her on August 4, and she signed for the delivery that it wasreceived to her satisfactionHer furniture was special ordered, which means that it wasspecially made for her.Ms [redacted] first complained that the pillow fabric was wrong, then she complained that thestyle of the sofa was wrongAt the time of her purchase, I reviewed all styles and fabrics andhad Ms [redacted] sign her ticket that these were correctI have included copies of the termsand conditions and signed delivery receipt for your review.I asked Ms [redacted] why she would accept the delivery and sign the deliver manifest if she wassent the wrong furnitureTo this, she had no answerAfter speaking with La-Z-Boy, who havealso kept in contact with her several times, believe this to be a case of buyer's remorseThesenotes we have included as well.I have included all necessary documentation regarding this claim to support what we havereported is correctIf you have any questions regarding this matter, please feel free to call myoffice phone at ###-###-####, or email me at [redacted] Thomas M***, General ManagerLa-Z-Boy Furniture Home & DecorState RtClay, NY

Hello, I am sorry to hear that the customer is upsetWe would like to correct the issue and have been awaiting a call back from Mr [redacted] to schedule for us to get his unit corrected since 3/5/ Unfortunately at this time we are unable to refund Mr [redacted] for his furniture The La-Z-Boy warranty calls for service and we are more than willing to correct the issues and have the replacement parts on hand Thank you,Jake S [redacted] Director of Operations [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The sofa I selected WAS featured on the front page of your websiteI did not select anything on line, I saw the picture and came into the store to buy it The only piece you had like the sofa, was the chairThe salesman did make it sound like there was a distinction between custom ordered (selecting this same sofa in red) vs regular order ( the version I selected from a picture on your website opening page.You WILL NOT keep my deposit I agreed to keep the sofa if you absolutely forced me to do so, which you areYou have my contact infoEmail arrangements to have the sofa delivered and email the Synchrony Bank paperwork corrected to reflect the sale of the sofa only-since I certainly can't pay cash for the balance of this sofaI am through with dealing with you directly I will I'll be speaking to the Attorney General office next week [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me We will be going into the store sometime this week to pick out new furnitureI just wanted to let Mr [redacted] know that the gentleman who came out to repair the recliner, cut a metal piece off of the recliner rear head partThis is what caused the additional damage to my wallHe took photos on his cell phone while he was hereAfter he cut the metal piece it did not damage the wall anymoreI believe he failed to tell Mr [redacted] this after he was hereI have no reason to lie about thisYou can come to my home to check it outI am accepting this offer with the assumption I will not have the same problems with the furniture that I did the first timeI will also be sending in a letter of response explaining what happenedRegards, [redacted]

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] ***

Better Business Bureau Beacon Boulevard West Sacramento, CA 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 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 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaintSee attached La Z boy Note dated Feb 11, 2017: We were told "pick a DR cap code fabric which will not having seaming or noise issues", which was a and misleading stated offer, the replacement furniture squeaks!See attached La Z Boy 7/22/Store Letter: MrMurray statement "we too are unable to get these units to squad at all" This is a misleading statement as the technician heard the squeak noises that BOTH sets of furniture make - please reference our complaint details.We would like a full refund as the offers made during the last several months have not been fulfilled All pieces of furniture still squeak.Regards, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/04/08) */ Contact Name and Title: Justin S***, Manager Contact Phone: 780-702- Contact Email: [redacted] Our Operations manager at laZBoy Furniture Galleries Edmonton has been in contact with the consumer to have the situation rectifiedAt this current moment, the consumer is to call us back to discuss how to further proceed with this caseIn talking with the consumer, both sides are confident we will be able to rectify this case Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) The manager has agreed to offer a refundThe transaction has not been completed, however

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me Thank you for your assistance after only 48hrs of Making contact we finally got results that we couldn't get in the weeks of dealing with problemWe got the love seat ordered no restocking fee and no charge for the pick up of the wrong oneThank you

COMPLAINT STATEMENT Date: May 10, By: [redacted]   On April 27, a written agreement was entered into and signed by both parties, captioned above The description of work was as follows: Remove large oak tree in back yard Cut up tree and haul away Grind stump The total cost, as stated, included all material and all labor, was in the amount of $ Also stated on the agreement was a required 50% deposit, which was paid in cash to MrH [redacted] by Mr [redacted] , in the amount of $ MrH [redacted] worked for approximately 2-hours on April and 1.5-hours on April 28, H [redacted] cut down a minimal amount of easily accessible branches, in-between numerous cell phone conversationsH [redacted] stated he had a helper, but he was in jail at the time and he needed to bail him

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactoryI do however believe 100% that they ordered the wrong color and just don't want to admit any faultWe returned the furniture and are receiving a full refund that's fine with meSincerely, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [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 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 themI would never ever have bought a chair that made such an awful noiseit's just awful !! Regards, [redacted]

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 business hours

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The response by LA-Z-BOY returns us to the original position of hopefully getting the right chair and still paying the original delivery charge There is no acknowledgment on their part of our time and energy that was spent waiting for the chair and waiting for the wrong deliveryBeyond that there is no acknowledgment of what we feel is very poor customer service by the salesman and manager in their response to us Our main reason for filing this is so that no other customer is treated the way we wereThe request that the original delivery charge be eliminated and an additional discount be offered is secondary to the treatment we received as customersIf this is the best LA-Z-BOY can do we would rather take our business elsewhere In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]