La-Z-Boy Furniture Galleries

Review: Problems with the whole front row of springs on the seat of the sofa and problems with popping in the sofa arm.

Problem Date: 9/14/2012

Purchase Date: 9/3/2012

Delivery Date: 9/8/2012

Model Numbers: XXXXXX CXXXXXX FN 021 Metro Sofa

LAZB-XXXXXXXXXXXXXXXXX

Ticket Numbers: XXX-XXXXX

Sales Rep: [redacted]

Payment Amount: $1138.23

Payment Method: Visa

On 9/14/2012 the springs under the middle cushion made a squeak sound when sat upon. Over the next two weeks the squeak became much louder and could be heard when first sitting down on cushion and with any movement while sitting on the cushion. I then called La-Z-Boy Furniture Galleries. I spoke to [redacted] and notified [redacted] of the problem with the squeak in the middle sofa cushion. [redacted] said that he needed to send someone out to have a look at the sofa. I told [redacted] that I am only available on Mondays and needed an appointment on a Monday. [redacted] said that they do not service my area on Mondays so I would have to choose another day. I told him I would have to cancel clients, which I did, and I scheduled the appointment for 10/11/2012. [redacted] said that he would make a note that the service provider would have to be gone no later than 11:30am in order for this appointment time to work for me. On 10/10/2012 I received a call from La-Z-Boy saying that my appointment was scheduled for 10/11/12 between 2:00pm-4:00pm. I called La-Z-Boy because that time would not work because I had clients scheduled at that time. The representative that I spoke to said that she does see the note that the service provider would have to be gone no later than 11:30am. I asked why an appointment would be scheduled for between 2:00pm and 4:00pm when they can see that I need to have the service provider gone no later than 11:30am. After numerous requests to speak to a manager I was never once allowed to speak to a manager. I scheduled an appointment for the service provider to come out on 10/15/12 between 8:00am and 9:00am. [redacted] was the service provider who came out on 10/15/12. [redacted] inspected the sofa, took pictures, and filed a report. [redacted] found that the sofa was squeaking along the entire front with the most noise coming from the center. [redacted] said that in his opinion the problem was with the whole front row of springs. [redacted] said they should have the report on 10/17/12. On 10/17/12 I called La-Z-Boy to ask if they had the report and that it was being reviewed and they would call me with an answer. When I heard back from them they said that they would order the parts and send them to my house. Once the part arrive I was to call and schedule for a repair man to come out for a 3 hour appointment. In which I refused to have a brand new sofa repaired and use my warranty. My concern was that this might be the beginning of more problems with this sofa and I wanted the sofa replaced. I was told that had I called the first week, then that would be an option but I called 3 weeks after the delivery of the sofa so it is now a used sofa and they would not replace it. On 10/25/12 the arm of the sofa began making a popping sound. On 10/26/12 when I spoke to [redacted] Clark, the store manager of Elk Grove La-Z-Boy I informed her of the problem with the sofa arm. On 10/29/12 I called La-Z-Boy to speak to [redacted] who is [redacted] manager. I told that had I called within 3 days of delivery then returning the sofa would of been an option, but now the sofa is used. He suggested they take the sofa back and replace it with the used sofa in their showroom. I said no because I will not replace the brand new furniture with a used piece of furniture and that the showroom sofa would be even more used and worn than the one I have. I told [redacted] that I want the sofa replaced with a new sofa because a sofa that starts having problems less than a month after purchase should not be repaired it should be replaced. Then [redacted] said that was a matter of opinion. [redacted] said that he would be in contact with the people who are reviewing the situation, and then get back to me. That has been the end of the conversation at this point, today being 10/30/12Desired Settlement: I am seeking for either the defective sofa to be replaced with a brand new sofa and for the warranty to transfer to the new sofa or for a full refund of the sofa.

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.

When our customers purchase furniture from La-Z-Boy, they have purchased one of the best manufacturer warranties in the industry. The limited lifetime warranty ensures that problems with frame, mechanism and moving parts are covered for the lifetime of the unit. Upholstery claims and labor charges are covered for one year after the delivery of the piece. As an authorized La-Z-Boy retailer, our Comfort Care Department is obligated to uphold the standards set by the La-Z-Boy warranty.

Ms. [redacted] has agreed to allow for our Comfort Care Department to order parts and repair her sofa. At this time, we are waiting for a technician to come out to Ms. [redacted]'s home and install the parts that have been shipped directly to him.

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 our Comfort Care Department at (877) XXX-XXXX if you have any questions.

Consumer's Final Response

La-Z-Boy has not made any attempts to contact me. I have not spoken to or received any calls from La-Z-Boy since 10/29/12. I have not contacted La-Z-Boy since the parts have arrived because I have requested for them not to send the parts and I have chosen to handle this complaint through Revdex.com due to issue problems I have previously had with La-Z-Boy's customer service. There have been additional problems with one of the arms of the sofa making a popping sound which began on 10/25/12. I put in a complaint to [redacted] on 10/26/12 and I have not had a response from La-Z-Boy regarding that additional issue. This has been a huge inconvenience for me. If I agree to repair the sofa, a 3 hour repair to fix the front row of springs, that will take place in my home will be a further inconvenience. Also for someone to come out and inspect the arm, give an assessment, order the parts, and then come out and repair the arm would be a further disruption in my life and intrusion into my home. I understand La-Z-Boy's warranty is to fix the sofa, however I did not expect to have so many problems and so much difficulty with a sofa just two weeks after I purchased it. Having to schedule for repairs means I have to cancel clients and I lose money, I can not afford to repeatedly take time off work for repairs, this becomes a financial hardship on me.

Business' Final Response

This letter and all attachments will be mailed, per Revdex.com request.

December 5, 2012

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 Ticket, signed by Ms. [redacted] state: "We will allow you to exchange regular-priced In-Stock merchandise, within 3 days of when you receive it, for product of the same or lesser value." Had Ms. [redacted] contacted us within this timeframe, we would have easily been able to make an exchange for the exact item.

The Terms and Conditions further explain, "To obtain available warranty service on your La-Z-Boy product, please call us and we will arrange for our service technician to address your problem. For problems covered by our warranty, we will repair or replace your merchandise at our discretion." The contact phone number for our Comfort Care Department is also located on the front of the Sales Ticket. If the customer has accepted their merchandise and 3 days have passed, they must work with the Comfort Care Department for warranty issues.

Per the Terms and Conditions of Ms. [redacted]'s Sales Ticket, the La-Z-Boy Comfort Care Department has decided to repair Ms. [redacted]'s merchandise. At this point, we are waiting for Ms. [redacted] to schedule an appointment with a technician to install the parts that have already been ordered and shipped directly to her home. The Comfort Care Department will do their best to accommodate Ms. [redacted]'s schedule.

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 (877) XXX-XXXX if you have any questions.

Review: item was promis** delivery within 8 to 12 weeks it is now week 13 and still have not receiv** the item.. contacting the store results in passing the blame or complete lack of solving the issue or even making an effort.. meanwhile they are holding $800 of the deposit and say that it is non refundable.. attempting to contact the manager results in no call back.. or giving the "run around"

Duplicate complaint filed:

[redacted] went into La-z-boy April 3, 2014 Put $800 down deposit on Loveseat /sleeper. Sales clerk said 4-6 weeks-contract said 8-10 weeks. It will be 15 weeks on 7/10/2014 . They refuse to give her back her deposit- Store manager [redacted] said it's out of his hands. They can't even give a date when the love seat will be delivered. Not one person from that store has call** to say sorry for the delay, to say I am sorry. Nothing.

written by [redacted]Desired Settlement: just give us the item we order** now.. not 8 weeks from now.. plain and simple..

Duplicate complaint filed:

Refund I want my $800 back.

Business

Response:

** call** to say: I just spoke with [redacted] one of her daughters, and offer** her a discount, of the $50 delivery charge. She said it was very unacceptable. She would speak with her sister and mother and get back to me. The item is in our warehouse I the state of Delaware and ready to be delivered, as I advis** the consumer's daughter. As of today I could deliver this as quickly as Thursday, as time passes this date will change.

Review: On August 13, 2014, I made a payment of $5,000 for an order of $10,000. Since that time, I have made a phone call to check on the status of my order and was told that all the items were not in yet. The sales associate told me that 3 other people were waiting for their tables, and that she was still waiting for flooring for herself. I asked if I had any options, such as purchasing something on the floor as opposed to waiting, and was not given the opportunity to make a change. I have had 2 calls from the sales associate since then, the latest one being the day before Thanksgiving. She could not tell me anything other than they still had not received some of the items I ordered. She told me that there were 5 others waiting for tables. I asked if she could give me an approximate time when the furniture would arrive, and she said she could not. I was looking forward to having new furniture for the holidays. Thanksgiving has come and one with no new furniture, and I have no idea if it will be here for Christmas. It is coming up on 4 months that the furniture was ordered. I was not told at that time that it might take such a long time. To me it is unacceptable to wait this long for furniture that is not custom made, especially when I was not made aware of the waiting time, nor given an option to purchase something in place of the items. At this point I would like a refund, and would like an opportunity to purchase furniture that can be delivered in a timely manner.Desired Settlement: I have waited almost four months for my furniture. I was not told at the time that it could take this long. I am very weary of waiting, and I would like a refund so that I can purchase furniture that will be delivered soon.

Business

Response:

The upholstery has been available for delivery. We were waiting on the special order tables to arrive. The tables arrived in the distribution center today, December 4th. The customer was contacted and delivery is scheduleded for December 18th.

Unequivocally the worst customer service ever. The delivery guys are great but it ends there. Won't return phone calls, will not resolve any issues. Spent a few thousand at the store and my furniture is falling apart

Review: My husband and I stopped by the Fort Collins La Z Boy Furniture store on Saturday, November 2"d We had not intended on making any purchases that day, but wanted to stop and see if there was anything we both could agree on and get an idea of price. We are purchasing a new home that is being built and will not be able to use the furniture for 6 months, so it was not an urgent matter by any means. There was a sign outside indicating they had a Super Saturday sale going on and were offering interest free financing.

When we walked in we were greeted by a sales person, Susan, who let us know we could take an extra 10% off the prices marked on the tags. Later after finding a sofa and chairs we liked, we inquired about the free financing offer. Susan confirmed they are offering 48 months free financing but then we cannot take the additional 10% off. Understood. We proceeded with the purchase thinking we were receiving sale prices and free interest.

It took Susan some time to write down the information that needed to go into the computer, then ring up the sale. After that was done, she mentioned this was with the 10% discount applied and we said we thought we couldn't get that if we were doing free financing and also she had forgotten to include the ottoman. She thanked us for pointing out the error and re-did the whole thing. This all took quite a bit of time and my husband was not feeling well. We were not as diligent as we should have been; we signed the receipt and left.

A week later (11/9/13) I'm wishing we had opted for the green fabric that was available for the same price. I go to the La Z Boy web site to find out if or how much the sale price has changed since last week and see if I can figure out the name of the color I want so I am prepared with that information when I call the store, in case they will let me make the change. The prices were lower than the "Super Saturday" price I had paiid one week prior. When I add all the items I purchased the previous week at the store into my cart on the website, the prices is $4064, which includes a freight charge of around $300 and an $80 delivery fee from 'my store' in Lakewood. The cost I paid was $4961...18% higher.

While I'm comparing these to what I was charged, I realize even the prices they charged us for the sofa, two of the chairs and the ottoman are not the price they showed on the tags. The Eden chair was marked as $499, the sofa was $999 (we did change the fabric on the accent pillows, but the same letter grade as the standard pillows that were displayed on the floor) and there was not an ottoman on the sales floor but she had looked it up earlier and told us it was $319.

I called the store and have been trying to get this resolved ever since. Below is what we have been advised.

11/9/13 - Called and asked for a manager, spoke to 13nita (sp?). She says we were not eligible for sale prices because we got free financing. I told her nobody advised us of that and we would not have made the purchase that night if we had known we were actually paying nearly $1000 more for 'free' financing. She says she'll check with Susan and someone will call us back Monday.

11/14/13 - Onita calls me back - I have called 2 times since 11/9, since nobody has called me back. She says Susan has 'figured' it out. She says if I had proceeded through on the web site, the price would have gone up. I said the only way I could have gone any farther is if I purchased it all. Again she mentions that we weren't eligible for sale pricing since we got free financing, but she will have Susan call us.

11/18/13 -- Susan speaks to my husband and advises the prices on the web site aren't correct. She was not apologetic or empathetic. Frankly, she seemed a bit irritated. She says if we would go through to the purchase screen and put in our zip code, the prices on the site would increase. He did not have the 'cart' information in front of him at the time of her call to refer to, but says that's not the only point. The price on at least 4 of the pieces were charged incorrectly compared to the prices on the tag that night. That's besides the fact that we feel gouged by the store. By now my husband is growing frustrated by these changing stories and lack of concern and he uses an expletive and Susan was very upset by that. He apologizes and says he will call her back when he's home and has the cart information.

At this point we have lost confidence that Susan, so we have not called her back. I check the web site cart and confirm the freight charge is added in and go one step further - acting as though I'm purchasing as a guest from 'my store' and still get the same prices. Next I called La Z Boy national customer care to see if they could help. I spoke with Lucas, who was sympathetic and I believe was surprised by the price discrepancy. He offered to call the store to see if he could help. He came back on the line and told me he spoke with the manager of the store, who says the problem is a 'glitch' online and that the web site pricing is incorrect. It will be corrected today.

11/20 - I have reported this to the Colorado Attorney General who indicates these could be issues that violate the Consumer Protection Act. They are retaining my complaint to try and identify trends in consumer fraud. They referred me to you for assistance.

Every time we address their argument for the higher prices compared to the web, they have another answer for it. However, they have remained consistent in telling me we weren't eligible for the sale prices since we got free financing. I understand I signed the receipt. I understand I should have been more attentive. It states I am agreeing to the terms on the back of the receipt. It's the least of my worries at this point. The receipt does not state I am irrevocably signing away my rights to be treated fairly as a consumer. I didn't think a business could advertise something as a sale unless it truly is a sales price. I have no use for this furniture for 6 months when my home will be completed, so I absolutely never would have made the purchase if that had been disclosed. I also was not notified the prices could be significantly lower elsewhere for the identical items. We were not made aware free financing had any price differences or catches other than the 'extra' 10% they would have taken off. Even the receipt reflecting the 'extra' 10% doesn't match up to the price adjustment with that added back in. Desired Settlement: I believe they obtained my business that night using deceptive practices and have not shown good faith in trying to resolve the price discrepancies. I would like to cancel the order altogether and be refunded in full. At an absolute minimum they owe me a refund of $547 based on the ticketed prices that night. We went to the Centennial store and they told us if we had purchased with them (once again, prices lower than we paid) they would have stored our furniture at no cost until our new home is ready for move in. Something that was never offered to us by the Ft. Collins store.

Thank you,

Crystal and Matt Walker

Review: Request refund as rocker/recliner/swivel chair needs stitching repair and sits differently with swivel base than as tried in store. Chair is unused. Purchased 2 rocker/recliners Stock#XXXXXXA-XXX-XXX& XXXXXXA-XXX-XXX $499.00 each,with fabric protection FABl-XXX-XXX each at $69.99 each chair. Switch out swivel base MISC XXX-XXX $40.00 each chair. Delivery charge $79.99, tax $ 82.55, total $1,380.52. Purchase date 3/18/13. Salesperson [redacted] (Manager contact [redacted]) Paid by Wells Fargo credit card. Chairs were purchased to replace our then existing rocker/recliners with swivel bases also LA-Z Boy brand. We are 25 year LA-Z Boy customers. Rocker/recliners are sold without swivel bases & new bases can be purchased for $139.99 each. Since we had well working swivel bases, we asked [redacted] if we could switch those to the new chairs & she called their service department & was granted permission to do this by [redacted]. The labor charge for this exchange was $40.00 per chair. We were responsible to deliver the old bases to their service dept. and did so on 3/19/13. The new chairs were with old swivel bases were delivered on 3/28/13. It was immediately apparent that the old bases were installed on the back of the chair bottoms and tipped the chairs forward greatly. The fabric front of the chair actually sat on the floor and the back was several inches higher tipping the chairs forward. We believe we should have been notified by someone in quality control about this problem and the chairs not delivered in that condition. Their delivery men confirmed that the chairs looked wrong upon delivery. We called [redacted] and she said they would come to our home and install new bases ($139.99 each) at our home, however, the $80.00 charge for the installation work could not be refunded as the service dept. deserved to be paid. After trying to use these chairs (our old chairs had been taken to LA-Z Boy's service dept.) for several days we thought that since we had to buy new swivel bases that perhaps larger chairs would be better and agreed to go to the store again and look at different chairs. None of the chairs we tried at the store were installed with swivel bases. We chose a different chair Stock #XXXXXXB-XXX-XXX with fabric protection FABX-XXX-XXX $69.99 one chair to be delivered and one ordered, delivery in 6 to 8 weeks. (Replacement was delayed because [redacted] was on spring break vacation & we were also on a vacation at the same time, April 6th through Apr. 15th.) The new chair was chosen on April 19th & deliverd on Apr. 25th. The chair seemed uncomfortable and the center of gravity changed but we did nothing immediately as I had foot surgery on Apr. 30th. I mistakenly thought the recliner would be great after surgery and was informed that I could not put any weight on my foot until May 17th. A person cannot get up from any surface that is not stable using only one foot. So the rocker chair sat unused and when I was able to try it, I noticed the stitching on the footrest was ravelling. Upon further close inspection, the stitching on the seat of the chair is pulling apart 1/8 to 1/4 inch and easily visible. By now, we were disappointed & discourged. We do not want a chair that needs immediate repair and is not likely to last or has the quality we have expected from LA-Z Boy furniture. I left a message to [redacted] on May 10th to make her aware of the problem and asked her to return my call. I called again May 13th & left the same message. Late on May 13th I called the general store # & [redacted] responded she had received my messages but had not returned my calls and would have to confer with her manager who would be available on May 15th. On May 16th having heard nothing I called, was told [redacted] was off the 16th & 17th and so asked for the manager. [redacted] spoke to me & knew nothing of the problem & said chairs sat differently with swivel bases would to speak to the owner. I had 2 return calls from [redacted] on May 18th & they offered to return $30l.00 but would not take back the chair & later revised that to approx. $420.00 & again would not take back the defective chair.Desired Settlement: We request that the chair we have be picked up and returned to La-Z Boy and our money refunded, $1380.52. The chair is defective, needing stitching repair, center of gravity changed and unfortable. The chair is in its original delivered condition and has remained unused and will remain unused until it is returned to LA-Z Boy. Your assistance would be greatly appreciated. We have heard nothing further from anyone at LA-Z Boy regarding our defective chair. We have notified our credit card company (Wells Fargo) and a dispute is pending. LA-Z Boy's only offer insists we keep this chair needing immediate repair and that is unacceptable. We now have no faith their service work or another chair will be any better quality. Please request any further information you may need for assistance in this matter. Thank you, [redacted] & [redacted], XXX-XXX-XXXX, XXXX - XXth Ave. Ct., [redacted] CO [redacted]@msn.com

Consumer

Response:

Thank you for your help with this matter. We have not received any communication from LA-Z-BOY. They still have $1,380.52 and we have in unused condition the chair we would like them to take back. It has now become a hardship to keep a chair in our family room and not allow anyone to sit in it. We guarantee it is exactly as delivered. It needs stitching repair. Any assistance resolving this problem with LA-Z-BOY would be greatly appreciated. Thank you again, [redacted] & [redacted], CO</[redacted]>

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

No.l, My initial phone call to inform [redacted] & the store of problems with the stitching and swivel base was on May 10, 2013. If anyone had returned my call (and as previously stated, many subsequent calls) in a timely fashion this could have all been resolved in one or two days.

No. 2, The chair has NOT been used. And, we are quite tired of asking our friends not to sit in the chair and having it in the way. At this point, if no one from the store calls us to fix/adjust the chair and reach a compromise of some sort, we will hire professional movers and have the chair placed in our basement family room.

No. 3, I did not use the chair for recovery from surgery; I was not allowed to put any weight on my foot for 18 days and anyone reading this should try to get up from a moving chair using only one foot to understand the impossiblity of that action.

No. 4, We have offered to pay a pick-up fee to LA-Z Boy for the return of the chair via email though Wells Fargo. We do not have an email address for LA-Z Boy and have not received any communication from them directly or indirectly and their only response to us were two telephone calls on May 18th as previously refrenced. From May 18sth to July 3rd is a long time.

No. 5, We do not want a chair that we have not paid for.

No. 6, There is a question as to whether the chair sat differently in the store as opposed to in our home. The chair did not have the swivel base in the store so it is possible that the base makes a difference. Certainly, the added swivel base causes the chair to tip forward. Measuring the base of the chair from the floor, the front on the chair is 3 inches from the floor, the middle is 3 1/2 inches from the floor and the back of the chair is 4 inches from the floor, causing the chair to tip forward.

No. 7, We have never refused LA-Z Boy an appointment to come into our home.

No. 8, We do not know anything about state laws regarding refunds as this type of problem has never happened to us before. As previously mentioned, we have a LA-Z Boy sofa purchased in 2009 and a 25 year old LA-Z Boy sofa in our basement family room. The chair bases (and chairs) given to LA-Z Boy were approx. 15 years old. We purchased them from saleslady Diana when LA-Z Boy's locations was on S. College Ave.

No. 9, Again, we would like to settle this matter with LA-Z Boy, and would appreciate hearing from them.

[redacted] & [redacted]

Business

Response:

We are offering once again to have the recliner inspected by our service department. The original claim was that the custom ordered, non-returnable purchase was 'defective.' Our service department is standing by and waiting to be allowed to visit the [redacted]'s home and inspect the product. If there is a problem with the chair we will handle it under warranty at no charge! We have to be allowed to inspect the product. My service manager is calling the [redacted]'s to attempt to schedule a house-call today! ([redacted].doc)

Consumer

Response:

Thank you for your email. Did you receive my reply dated July 11th? They finally responded to Wells Fargo Credit Card dispute and among other things stated that they had fully refunded my money of $1380.54 which is untrue and of course the credit card company knows and agrees with this as they money is still in the hands of LA-Z-Boy. On last Friday 7/19/13 I received a call from LA-Z-Boy Service Dept. and they left a message since I was not at home. I returned the call early Monday morning and the service manager has an appointment to come look at the chair tomorrow, Wed. 7/24/13. I will have more information after he has inspected the chair. This is the first and only time I have heard from LA-Z Boy since May 18th. I am concerned that you did not receive my 7/11/13 email, as your email cannot be saved in the computer. My husband and I are senior citizens and all this is very upsetting to us. Please inform us as to the next action we should take. Thank you kindly, [redacted]</[redacted]>

Consumer

Response:

[redacted] and [redacted]Aug 1 (11 days ago)to wfdr,

Thanks again for your continued assistance. This is an update of recent activity. On approx. 7/22/13 the service department called me and said they had just been informed that there was a problem with my LA-Z Boy rocker/recliner. Just as a reminder, my initial call to LA-Z Boy was 5/10/13. The service dept. manager, [redacted], said he would come and look at the chair personally, and made an appointment for July 24th. On July 24th, [redacted] & employee [redacted] came and looked at the chair and agreed that the stitching was not right and would order a complete new seat. Additionally, they agreed that a chair sits differently with a swivel base and that they would make a return visit and change the swivel base back to it's original base and credit me with the price of the swivel base of $139.99 plus tax. They also said that if the chair did not sit comfortably after the new seat was installed they would add material to boost the lumbar support. They made an appointment at that time to come again on July 30th. On July 30, 2013 [redacted] & [redacted] came a switched the base of the chair. I requested that we go over the amount we were being charged for the chair. To review the original amount of $1380.52 is broken down as follows: Two chairs, each $499.00 (998.00), Ft. Collins tax of $82.55 (7.35%) Switch out base $40.00 each (80.00), Install fabric protection $69.99 each (139.98), and delivery charge of $79.99. The two original chairs were returned when the chair we now have was delivered. Cost of the new chair is as follows: Chair $649.00, tax 54.63, swivel base $139.99 and fabric protection, 69.99 for a total of $913.61. This is the amount agreed upon at the time of the second purchase. On July 30th, [redacted] discussed the above figures with me and said that they would credit me the swivel base which they changed that day (139.99 plus tax) and would additionally charge me another $79.99 delivery fee that they did not charge at the time of the change of chairs. They would order a new seat due to defective stitching and again agreed to make changes to the lumbar support as needed. The time period for the arrival of a new seat is approximately 6 weeks. Their suggested refund is $386.92 plus the $139.99 for the swivel base they now have. This refund has not yet been approved by their accountant. I still would prefer they accept return of the chair and a full refund to me, but am informed that they never accept returns, but will make needed repairs. Since the seat change has not occurred, I request that Wells Fargo continue it's dispute status and that your assistance is requested. Please contact me if any further information. Thank you kindly, [redacted] & [redacted]

Business

Response:

Mr. Johnston indicated via telephone that the consumer's concerns had been addressed and the issue was resolved.

Business

Response:

Thanks for the update.

Sincerely,

Jason Johnston

Review: On 10-17-13 my new LazyBoy reclining sofa was delivered and set up in my home. It is a power reclining sofa which needs 2 power cords for each side, but one was missing completely when they set it up. They told me they will send me another one right away.On 11-4-13 I called LazyBoy, only 19 days later, because I noticed wrinkles and creases on the seats and arms that weren't coming out when you got up off the sofa, they were remaining in the fabric.the woman I spoke to, [redacted], gave me a reference number for this complaint and told me that a tech will come out to my house to check it out,So on 11-20-13 a man from LazyBoy, [redacted], did come to my house, he took some picture and looked at the fabric. I asked him what he thought but he told me he didn't make the decisions and that someone would get back to me,They did call me back and after a few phone tag calls, I finally got to speak to someone about this. What I was told was that there is nothing wrong with the fabric and there was nothing LazyBoy would do about it.I tried to further explain again what was happening with the fabric on the seats and arms of the sofa and thought that this was abnormal to happen. I told her that these creases and wrinkles stay in the fabric even after hours with no one sitting on the sofa, they we're not releasing in the fabric and going back to a smooth texture as it normally should. I told her I've had furniture all my life and never had a pice of furniture that looked like this after sitting on it for only 19 days, and furthermore, I am the only person using this sofa, so one side looks like its years old and the other side looks new and never say on. She told me that the 1 yr, fabric warranty was only for nap loss, seam separation and fabric separation and not for wrinkles, almost laughing at me, again, I told her that this sofa looked like it was 10 years old already due to permanent wrinkles in the fabric.I told her that I paid $2,271.54 for this sofa and I wanted a refund or pick a different faDesired Settlement: I would like a refund because they would not give me the information I requested and refused to send another person to look at my sofa. The woman refused to tell me her name, and refused to have another technician look at this sofa again. She rudely told me there is nothing they will do to satisfy my complaint and more or less, "tough s----" I feel this company only wants to make a sale and them if there is a problem, they find some way to get out of helping you with it. They refused to h

Business

Response:

In response to your email, we find nothing wrong with the fabric. Its within La-Z-Boy standards. Fabrics will have creases and wrinkles.

Unfortunately there is nothing we can do, since there is no manufacturing defect.

Sincerely

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 understand that certain fabric will crease, but in this case I think they made a bad choice in carrying this fabric to cover a sofa where you expect the fabric to come back to its natural shape after you have sat on it. I think they did not research this certain fabric enough with sit testing to see if it would respond in the correct way where it would go back to its original shape without such abnormal folds and creases remaining in place.

Review: After having purchased a Laz-Boy BIG Man Power Recliner in Dec.2012 it was necessary to return the chair for service to the structure and mechanism within the first year of ownership. The same issues required repair twice more, once in May 2014 & again in Aug. 2014. It is obvious that the structural integrity of the chair is compromised and the chair cannot be repaired to factory specifications and needs to be replaced. After phoning the Louisville company and voicing my complaint, I had to follow up with additional phone calls since the company never returned my calls as promised. I ask your assistance in resolving this issue. Spending nearly $1000 for this chair I assume that three repairs in a year and eight months is excessive.Desired Settlement: I feel it reasonable to expect that the LaZBoy organization and/or local LaZBoy dealer replace the chair with another of equal value, size and color.

Business

Response:

Mr [redacted] purchased a chair from La-Z-boy in Dec, 2012. He first reported having a problem with the chair in July,2013. We replaced the rear swing and both arms. The structure of the arms looked like they were pulled through the wood [redacted]. In May of 2014 we serviced Mr [redacted]s chair again. This time he had a bent rocker block and both his arms were damage the same way again. No there is concern from the manufacturer that abuse is occurring because they sell a lot of this style chair and this doesn't happen under normal use. As a independent dealer I replaced the arms once again at no charge because the factory says it won't cover the cost because it looks like abuse of the product. Mr [redacted] wanted a new chair and I told him that the manufacturer wasn't going to give him another chair and that's why he is upset. They haven't had this kind of repeated problem from this style chair.

Review: (1) Sold me a recliner for $799.99 on 2/**/2013. Called me the next day to say the price tag was incorrect and said the price was $959.99. They would not honer the original price.(2) Overcharged me on sales tax on purchase of recliner. Price was $959.99 and delivery charge $55.00. The total is $1014.99. The sales tax they charged was $90.08. At 8.625% sales tax I should have been charged $87.54.Desired Settlement: To be charged the original tag price in the store and to be charged the correct tax.

Business

Response:

The customer was informed that the chair was mislabel, and given the option to reslect.

They choose to purchase the chair at the price 959.99. The delivery charge is included

in the sales tax, that is why the tax was 90.08.

Sincerely,

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:

[Your Answer Here]

If La-Z-Boy does not want to honor the original price marked and this is legal, then I withdraw the first part of my complaint. Regarding the tax issue (second part of complaint), I also agree tax was included for the delivery charge which I had already mentioned in my complaint. Unless the tax rate is not 8.625%, I get $1,102.54 and NOT $1,105.07 which is what I was charged. Item was $959.99. Delivery charge was $55.00. The total before tax is $1,014.99. Tax equals 0.08625 x 1,014.99 = $87.54. Total after tax should be should be $1,102.53. Please explain why I was charged $1,105.07. Were there any other charges? Since my complaint already accounted for a delivery charge, the response makes no sense.

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

Sincerely,

Business

Response:

New York state law is that the tax is calculated by the delivery

address, which was [redacted]. The tax for New York City

is 0.08875.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Second new couch from this store. 1st couch returned made incorrectly, torn on delivery. Second couch has serious frame, electric, spring issues. Service came out to look at it notated all the problems. We have not heard from the service department, nor the store where it was purchased on how this issue was going to be resolved. This couch purchased new cost us over $2,000.00. We "assumed" Lazy Boy furniture was well made furniture especially at the price we paid.Desired Settlement: We want this couch sent back to Lazy Boy and our money refunded so we may go out and purchase another couch.

Business

Response:

We have contacted the client and arranged for the sofa to be picked up 09-17-13 for a refund.

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

Regards,

Review: I purchased a Recliner on 5/11/13 brand new from Lazboy with a factory warranty. I experienced issues with my recliner very early and contacted the company. They sent out a repair man twice to repair my chair and it is still not fixed. Even the repair man stated that something is wrong with the chair. I can not use the chair. I still have the tags attached. I was told parts were ordered and would arrive by January 10, and still no one has contacted me. I feel as if I am getting the run around and have since contacted [redacted] Call For Action Consumer Protection at channel ** News here in my state of Rhode Island and also posted this information on their facebook page. Please note that everyone at the [redacted] store where I purchased the chair were great. The company itself that is handling the warranty is not cooperative at all. I am a senior citizen with a recliner that cost me $1444.49 that I have not been able to use. I would like to have someone contact me and come and bring me a completely NEW recliner. Please contact me: [redacted].Desired Settlement: I would like this chair to be taken away and I would like a completely NEW chair because this chair is faulty.

Business

Response:

[redacted] Road

[redacted] RI [redacted]

Thursday, January 23, 2014

Dear Revdex.com,

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

[redacted]’s warranty is a repair warranty, unless piece is deemed un-repairable. The tech has deemed the chair repairable and parts have been ordered. 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.

My father is a handicap senior citizen. This entire matter is making him rather anxious. He was on the phone earlier with the Laz-boy store and wanted to know why [redacted] stated that he received multiple e-mails regarding the repair of his chair. He did not receive any e-mails because my father does not know how to use the internet and does not have an e-mail account. This whole matter has made my father's blood pressure go up so he is now laying down because of his respiratory illness. Matters like these only make his condition worse. I am now taking over the complaint for him. I would like for [redacted] to tell me what e-mail address these multiple alerts were sent to when my father does not have an e-mail account. These statements are not only wrong, but also slander, which is against the law. My father was told several times that parts would be in and 3 months have passed and no one has even contacted him. I have attached the e-mail from [redacted] falsely stating that my handicapped father was sent e-mails. My father wanted his chair repaired, but each time he called a new story was told to him by the company. He simply wants a replacement chair. Thank you for your time.

Business

Response:

[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 exchanged.

Thank you,

Review: On 3/10/14 I purchased 7,500 dollars in furniture from La-Z-Boy at [redacted] also purchased and ultraSHIELD protection plan2 1/2 months ago a mirror fell off the back of the wall and hit the back of the couch and punctured a holeIt took two months and two weeks for technician to come out and just take pictures for the claimIn that time. I did call and complain to the La-Z-Boy store where I purchased the furnitureI told them that I had for little puppies and that my puppies were starting to pick at the hole that the mere had poked in the couch because it had been so long waiting on somebody to come out and that my puppies were starting to make the whole slightly biggerThey said they would make a note and they would make a phone call and they would get back to me right away and they documented me calling into the store two weeks later ultraSHIELD called me yesterday and said they're not going to fix anything their main reason was that my puppy had made the whole slightly bigger and I had stated it's been 2 1/2 months ultraSHIELD told me that's not their fault but it's been 2 1/2 months because they hire contractors to come out and take the pictures for the claimThey said it wasn't their problem they took 2 1/2 months it was the contractor that works for ultraSHIELD so therefore it's not their problem and they're not fixing anythingI am filing my complaint against La-Z-Boy because La-Z-Boy he sold me and Altra shield protection plan and I paid 600 and some dollars for a service that I'm not receivingDesired Settlement: I want a refund for the ultraSHIELD protection plan it I paid for they said they're not helping me on this matter and I would never want to deal with them on any other matter

Business

Response:

Thank you for contacting La-Z-Boy Incorporated.

On August 8, 2014 the customer contacted our office to schedule a

technician to inspect an ottoman because one of the legs was loose. On

August 15th a technician tightened the ottoman. The technician noted in his

report the ottoman had heavy pet damage and he took photos.

We are not providers of the Ultrashield warranty. I am enclosing a timeline

from Ultrashield to show you why they denied her claim.

Kindest Regards,

La-Z-Boy Incorporated

Escalation Specialist

Enclosure: Smetanka

Consumer

Response:

I do not accept this. My complaint is over a hole in my couch due to a mirror falling . The autaman is not even the SUBJECT . Further more I have emails as proof of what my request was for If you actually read them you would see. I plan to contact channel 11 news and take the next steps if this is not resolved soon.

Regards,

Review: I purchase a leather den set from Lazboy May, 15, 2009, I purchase one recliner rocker, recliner Sofa & Love seat that rocker & recline. total cost $5,104.90 Plus Delivery $209.98 Plus Tax$318.89 Total $5,633.77. lest then a year The back part recliner faded I call Lazboy replace the back part. I Purchase 10 years warranty true Lazboy with [redacted] the sail person [redacted] Certified Design Consultant said if any thing happen to set with in one year call Lazboy after that call [redacted] which I did they say warranty don't cover fade. I fill like I didn't get what I pay for.Desired Settlement: Replace fade furniture.

Business

Response:

I am [redacted] the Customer Service Manager for Tipperary Sales, Inc. dba La-Z-Boy Furniture Galleries. Tipperary Sales is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.’s warranty, and additionally under our service warranty/agreement. We operate six stores in five markets located in North Carolina, South Carolina and Georgia. As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc. I have reviewed [redacted] complaint, and here is what I was able to determine. [redacted] did purchase furniture, including optional [redacted] leather protection, from our dealership which was delivered on 5/23/2009. On 7/27/2009, [redacted] contacted us regarding a declined [redacted] claim. At the time he claimed the back of one his pieces was peeling or fading. [redacted] denied the claim as the [redacted] protection plan only covers accidental damage from a single, specific occurrence reported within 5 days of the incident. [redacted] specifically excludes issues such as [redacted] experienced such as fading, finish or color loss as accidental damage; [redacted] refers such issues back to the dealer or manufacturer for service as possible defects. A tech was dispatched to inspect and found that the affected part was experiencing finish loss. The appropriate part was ordered and replaced at no cost to [redacted] on 9/9/20019 as the cover (upholstery) and labor were within the terms of [redacted] La-Z-Boy, Inc. warranty (manufacturer’s warranty). We contacted [redacted] as a result of this complaint from [redacted]. According to [redacted] contacted them on 4/16/2015 complaining of color loss on the arm of his loveseat, and again [redacted] denied as a non-covered claim (color/finish loss). [redacted] also noted that [redacted] stated he first noticed the issue 3-4 months prior to reporting it, which exceeds the required timeframe for reporting damage, and also reported to us that [redacted] stated he only uses his [redacted] leather care kit (provided to him by us with his furniture and [redacted] plan) twice per year, and not as often as instructed or indicated. The leather kit is provided to assist the customer with routine cleaning and maintenance that is not covered under either the La-Z-Boy warranty as or the [redacted] plan ([redacted] is not a cleaning/maintenance agreement, nor does it cover issues that are the result of lack of or improper cleaning/maintenance). If [redacted] has any questions or concerns about his [redacted] plan, we respectfully suggest he review the [redacted] plan documentation given to him at the time he purchased, or he should address his complaint to [redacted] directly as our dealership neither owns nor controls [redacted]. La-Z-Boy’s warranty is a Limited Lifetime Warranty, and I am attaching a copy for review as it appears on La-Z-Boy’s website at [redacted] The La-Z-Boy warranty is one of the best in the furniture business, and I urge [redacted] to compare it to other furniture manufacturers' warranties. I think he will find that it at least as favorable to the consumer, if not more favorable, relative to other furniture manufacturer's warranties. If [redacted] objects to the terms of the warranty, we respectfully refer him to La-Z-Boy Inc. as the manufacturer of the product. We remain willing to honor and fulfill our obligations under the terms of the La-Z-Boy warranty for [redacted]. Under the terms of the warranty, however, the inspection (if needed) is not covered, and his cover and labor warranty periods have expired (out of warranty). When a customer calls our service center requesting in-home service, the fee to have a technician visit the home to inspect the furniture is $99 (if an inspection is necessary), and we also quote the first hour of labor for repairs at $75, for a total of $189. If [redacted] objects to the in-home inspection fee, he may elect to bring his furniture to our service center for a free inspection (if needed), however he would still be responsible for any applicable labor fees. [redacted] would also be responsible for the cost of replacement parts (cover/upholstery) if he would like the damaged areas replaced. 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.

Review: The leather covering on the Larson chair and couch is defective. La Z Boy has a I-year guarantee on their leather products. This guarantee needs to be honored!! I also purchased the 5-year leather protection plan...which tells you that I planned on having this furniture for many years.While we were purchasing these products...we heard time-after-time...how La Z Boy guarantees their products. Now that La Z Boy is faced with a guarantee they need to honor...it is apparent that La Z Boy's guarantee is fraud.[redacted]Store Manager[redacted]Hello,We did receive the photos and are in the process of reviewing them. Thank you[redacted]Attached pictures, and coming pictures, are the result of normal use.At the same time I purchased the Larson set...I also purchased an Astor Recl La Z Boy leather chair. This (identically used) chair still looks brand new...as expected with 4-months use. Finally, on August 1, 13: A case file and number is assigned:I need from the final decision makers...in writing/by email...the final decision of case #[redacted]...with the names of the La Z Boy members who viewed the pictures of case #[redacted]. Thank-You for talking today![redacted]August 13, 2013 From: Comfort Care Sent: Wednesday, August 14, 2013 11:01 AMAttached is the letter you requested regarding your furniture.Have a good day.[redacted] Dear Ms. [redacted], We thank you for contacting us concerning the leather on your reclining sofa and chair. Your style [redacted] style sofa and [redacted] rocker recliner, delivered to you on or after August 1, 1992, La-Z-Boy offers a limited lifetime warranty on the parts of the frame, mechanism and springs, against manufacturing defects for as long as the original purchaser owns the product and can supply a dated receipt as proof of purchase. Fabric, leather and standard foam padding have a one year warranty against manufacturing defects from the date of delivery of the furniture to the customers home. Labor to repair or replace any defective parts is also covered for one year from the date ofdelivery of the furniture. In-home inspection fees, in-home service fees and trip charges to and from the dealer to the customers home are not covered under our warranty. The photos you submitted were reviewed by our leather specialist. It was determined the photos show in home damage due to scratches in the leather. Scratches are not a manufacturing defect with the leather, but a result of something in the home. We recommend you contact a local leather repair company such as Uniters North America. Uniters can be reached by phone at [redacted]. They have technicians and/or products available to assist you with repairing the scratches on the leather. Thank you again for bringing this matter to our attention.We value your business and look forward to continued opportunities to serveyou. Kindest Regards, La-Z-Boy Incorporated [redacted] Comfort Care Escalation Specialist CM#[redacted]This report does not include the entirety of emailsdue to space.Conclusion: There was never any intent to honor their La Z Boy guarantee. We have been passed-off many times, time delayed and La Z Boy has had us running in circles...while requesting pictures after pictures from us.All La Z Boy has to doto get out of honoring their guaranteeis say that any defect was caused by in-home damage. Who determines the cause of damage to your leather or fabric furnitureself-serving La Z Boy does. With the many emails sent, there have also been many phone calls, and so much time spent.La Z Boy recommends us to contactand pay fora local leather repair companyto repair our defective 4-month-old La Z Boy guaranteed couch and chair.Do not buy La Z Boy from La Z Boy Furniture Galleries in Flagstaf!Do not buy La Z Boy!!!We are still awaiting an answeras to the name/s of the La Z Boy leather specialist/s, who determined the cause of damage to our defective weak leather.Desired Settlement: We want the defective leather Larson couch and chair replaced with a leather couch and chair...not Larson. Our Astor chair's leather is good. Replace the Larson couch and chair with an Astor couch and chair...or the quality of Astor. The 5-year leather protection plan we purchased for both Larson couch and chair would need to be transferred to the replacement couch and chair. The replacement couch and chair would need to be delivered...as were the Larson items. Thank You, [redacted] and [redacted]

Business

Response:

We received photos from the [redacted] on 07-24-13 for review of their concerns. I have worked for the local La-Z-Boy dealer for over 16 years and personally reviewed the photos. I replied 07-25-13 that it was my opinion that the leather was being scratched by something in the home. La-Z-Boy’s warranty does not cover wear and tear so I made a recommendation to clean and condition the leather to reduce the glaring appearance of the scratches.

On 08-14-13 I received notification from the LZB Customer Care department in Monroe MI case # [redacted], that they too had reviewed the photos the client had submitted and came to the same conclusion. They referred the client to a local leather repair specialist for assistance.

A warranty card explaining the coverage is attached to each unit LZB distributes and can be obtained at [redacted]. There is no refund or exchange that can be offered to the [redacted] for the claim that they presented. Attached is the trail of emails between the [redacted] and my department and some of the photos they provided. I can be reached at [redacted] ext [redacted] if you have any further questions.

Director of Consumer Services

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.

Regards,

This is a leather defect...a very weak leather...

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.

LZB's warranty states they guarantee their leather for one year. The leather on the Larson couch and chair is defective. We have explained to several different people that this leather is weak and defective. This leather was not processed right. We live in our home...sit on the Larson couch, chair and Astor chair...and absolutely did not use the Larson couch and chair in any way to cause damage. The leather on the Astor chair...purchased at the same time...used the exact same way...is fine.

Review: 11/3/10 took delivery of Rex couch and loveseat. Within short period of time, cushions began to crush down and lose firmness. 1/20/11 the couch and loveseat were replaced. Was led to believe that this was quite unusual and probably some type of defect. I had always made it clear that we needed to buy something that would be sturdy and hold up over time like the previous furniture we bought from them (which we still have). Once again, the same thing happened with the cushions and now I am informed that I would need to unlock the mechanism on the back of the loveseat and couch and bring the pieces into the service center for them to add more stuffing. Physically, I am not able to do this, secondly they would not fit into my car and had I ever been informed that this is what would be required for the upkeep of the furniture, I would NEVER have bought that couch or loveseat. I spent $2035.98 and would now have to pay $450 to have more stuffing placed it. I visited the store several times before purchasing and never was any of this explained when it came to this line of furniture. I am so extremely disappointed that I spent a great deal of money for furniture that I can no longer sit comfortably on and whose appearance now looks worn. I rely on the sales people to fully inform me of their product. I have been extremely happy and satisfied with my previous purchases. I am so upset that I was not made aware after the first problem, what it would entail if this were to happen again. I asked if they would prorate the furniture and let me purchase something else but they are not willing to do so. I am frustrated and saddened that I did not immediately know to pick out something different the first time that they picked the couch and loveseat back up.Desired Settlement: I live with chronic pain and am on disability and thought I had purchased furniture that would give me great support and hold up well. I do believe that they should take responsibility for not fulling informing me and giving me the opportunity to purchase something different the first time that they picked the furniture back up. I have spoken with store personnel, the service center and the corporate service center. So far they are just offering to let me bring the pieces in and to add filling for $90 per cushion. I cannot get the pieces there nor can I afford to pay this now knowing that I will also be doing the same in the future. I do believe that high quality furniture should last longer than a 2 year period. I am so extremely disappointed and frustrated.

Business

Response:

What she is experiencing is normal foam compression. As she stated the second set responded as the first. The pieces are not poor quality. We never insisited she selected the same set during the reorder, that was her choice. If she had selected another style an initial degree of compression would also have occured. We do add padding to pieces for customers, some within a few years after receiving the furniture and some several years after receiving it. However, even after adding padding a degree of compression will exist.

If she would like more padding to the seats and backs a delivery truck would need to be dispatched to her home to pick up the pieces and bring them back to our service center. She would then need to come into the service center to explain how much and where she wants the padding. If it is only the backs, I can send out a sevice technician to pick them up and she can explain to the technician how much and where she wants the padding.

I am willing to do the labor at no charge but she will have to pay the transportation to pick the pices up and redeliver them which is 120.00.

Sincerely,

[redacted] V.P. of Operations.

Review: I am very upset because there is absolutely no justification for my furniture to be dumped on my lawn. There is also no justification for one of the delivery men to try to forcibly take the dolly away from me, after he told me I would have to bring the furniture in myself. Yes, I was alone. It was quite difficult and took a few bumps on the door jamb. Even more, there is no justification for me to be told to bring the furniture in myself. Mr. **, Manager, has made it clear that because he has a delivery man that is extremely terrified of dogs, it is acceptable for my furniture to be left on the lawn, etc. I have no idea whether either delivery man is the man who is extremely afraid of dogs. Based on the fact that they both walked with my dog and I, never indicating any hesitancy, fear, or any potential problem whatsoever, it's doubtful that the man who is extremely afraid of dogs was one of them. I paid for delivery and that contract was breached. The behavior of the deliverymen was inexcusable and unconscionable. The very man who said he would not go into the house because of my dog certainly felt safe enough, not only walking with my dog, but also while forcibly trying to take the dolly away from me, in my backyard with the door to the house open! Also, why couldn't the other man help me take in the furniture instead of sitting smugly on the back of the truck!? Mr. **'s response to this question, as well as all other questions: "I don't know. I wasn't there". I even asked Mr. **, why the piece of furniture wasn't simply returned to the warehouse ("I don't know. I wasn't there."). Mr. ** refused to consider any other remedy, such as an additional 10% off the furniture, since it was left on the lawn! This 10% was lowered from the initial 30%, I had requested. Mr. ** told me to do whatever I felt I had to do, such as file a complaint with the Revdex.com. Refund of the delivery fee and "a hundred dollars for my trouble" is just that. A hundred dollars for me to bring the furniture in myself. It does not address the harm of my furniture being left on the lawn and the bumps and bangs that occurred because I had to bring it in myself, compromising the newness and quality. This included a nice, heavy recliner. I am terribly upset because NO ONE from lazyboy has even acknowledged the egregious behavior of the deliverymen. - one who sat on the back of the truck and did not help and the other who dumped my furniture on my lawn!Desired Settlement: I want a sincere apology, to keep the $200 check and an additional 30% refund off of my furniture.

Business

Response:

[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 $200 to the customer which was $84.79 for the delivery charge plus an additional $115.21 for a total of $200.00 which we felt was more than fair. Also, we have an email from Ms. Andries stating that she had locked up the dog twice and twice it got out.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10225135, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The company's offer is not fair because it does not take Into account the loss of newness and physical integrity of the furniture that occurred from it being left on the grass and the bumps it took because I had no help to bring the furniture in.

The company's letter is complete fiction! How in the world could I have gotten the furniture in myself, if my dog was so aggressive as the deliverymen claim! I have no reason to lie about what happened. The deliverymen have good reason to lie- to keep their jobs! This following is a copy of my original complaint via email to [redacted]:

Dear Mr. [redacted],

The chair is nice, but this has to be one of the worst cases of bad customer relations we have experienced. There was a mistaken overcharge on the original invoice at the Burlington store. We made no less than seven long distance phone calls to the salesman over a period of 2 months to attempt to get the charge reversed on our credit card account. Twice our call was not even returned by him. Each time the promise was made that it would be taken care of immediately. We finally had to drive 38 Km to the store and confront the salesman to have the overcharge reversed.
If they're the only ones with the product you want and everything goes fine- okay, but don't have any problems or concerns. We hate to think how long it would take to get any action if we ever have to make a claim on the fabric warranty.

Review: On November 17, 2013 I visited the Roseville Lazy Boy Furniture Gallery. While I was there I ordered four pieces of furniture from a sales associate named [redacted]. Item #1 a Home Work Station [redacted] Item #2 a Desk [redacted] Item #3 an Rectangular End, TBL [redacted] and Item #4 a 64" Entertainment Unit [redacted]. I was told there was no sales tax at the time and per your terms and conditions only a 50% deposit was required for special orders. I would like to know why I was charged sales tax and had to pay the balance in full upon placing my order.

While waiting for my furniture I was informed the sales associate [redacted] ordered the wrong desk. I then was guaranteed by the manager that I would be able to cancel the order if it was delayed beyond February 2014 as I had been waiting over 2 months already. On January 30, 2014 I did not accept the desk that they were attempting to deliver. I was told by [redacted] the desk would be chair height which it was not and no drawers. I am a seventy three year old woman and would never order a desk I had to sit on a stool with. At this time I was offered another desk that would sit lower and accommodate the Home work deck. This other desk they wanted me to accept would not fit into my living space due to the floor vents in my mobile home. I was told I could never have my money refunded and had to choose something else I was also told I would not be responsible for any pick-up or delivery fees.

On March 30, 2014 I ordered the Home Office Cabinet 920-944 along with a storage wall 920-940 from sales associate [redacted] at you Watt Avenue location for which I was again charged delivery fees. While the delivery people were moving the furniture into my home on May 28, 2014 they broke my front porch light fixture. The following day I contacted [redacted] about the incident. Delivery people came out and took pictures of the broken light and the Home office cabinet. They called me on June 14th and informed me I waited to long to report it and they would not be doing anything further about it. The Home office cabinet's right side door is not aligned evenly with the left door and does not close. There is a good 1/4 of a inch difference lower where they meet. Also the file holders are missing from the bottom file storage.

The slide on the drawer of the end table is broken. The entertainment centers doors won't close and dips down on top. These two pieces do not match in color as the storage wall and home office cabinet yet they are supposed to be coordinating pieces from the same collection.

Finally on December 28, 2014 I ordered the Collins Sofa [redacted] from [redacted] at the Roseville location which came in at the end of January. On February 24, 2014 I called to inquire was to when it would be delivered and did not receive it until March 4, 2014. It is nothing like the Collins Sofa I purchased two years ago. The pillows on the seating area and back pillows are hard. The nap on the seating does not match. I went into Lazy Boy to check out the Collins Sofa they have in the showroom and it is soft not all hard like mine.

They have sent out service technicians to look at all the furniture and they stated it needed fixed or new pieces should be ordered to replace them. I have gone into both locations and spent hours on the phone trying to get these issued addressed and things fixed to no avail. I get no sense of care of concern to fix this mess that I have lived in since November 17, 2014. My home has been in a state of transition, unfinished and uncomfortable for eight months now. I came into Lazy Boy because I trusted the name and had confidence in purchasing top quality furniture. Instead I get broken furniture that doesn't match. I don't even have friends over anymore, It's embarrassing. This is horrible customer service not to mention just bad business. Whatever happened to just doing the right thing.Desired Settlement: At this point I just want my money back and this furniture out of my house. I do not want anything to do with this company. This has been a terrible experience that I just want to end. Lazy Boy broke my porch light fixture when they delivered furniture and they ar responsible for fixing it period.

Business

Response:

Dispute Resolution Services

Revdex.com

3075 Beacon Boulevard

West Sacramento, CA 95691



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.

The terms of Ms. [redacted]’s sale was given as a discount equal to the sales tax, therefore the discount was taken off each item directly. This process has been communicated to Ms. [redacted] prior. When our salesperson ordered Ms. [redacted]’s desk, the top of the desk had been discontinued and it took our merchandising department some time to locate one to fulfill Ms. [redacted]’s order. When the desk was delivered, Ms. [redacted] was unhappy with the height of the desk. She claimed she did not realize the height of the desk even though she was given a printout of the desk with the dimensions. In the interest of customer goodwill, we offered to give Ms. [redacted] full credit for the purchase price of the desk.

Due to the complexity of the second portion of Ms. [redacted]’s complaint, we have broken our response by item:

[redacted], Home Office Cabinet – Sales Ticket [redacted] (delivered May 28, 2014)

• Ms. [redacted] states that the right side door is not aligned evenly with the left door and does not close. There is a good 1/24 of an inch difference lower where they meet. Also the file holders are missing from the bottom file storage.

• We had a technician come out to inspect this unit on May 31, 2014. The tech leveled the doors and noticed there was a small cap missing from the bottom of the hinge pin. A new hinge and file holders were ordered and delivered to Ms. [redacted]’s home on July 2, 2014. The La-Z-Boy Incorporated Comfort Care Department is ready to schedule a technician to install these parts.

[redacted], 64” Entertainment Unit – Sales Ticket [redacted] (delivered January 28, 2014)

• Ms. [redacted] states that the “entertainment centers doors won’t close and dips down on top.” This was communicated on May 28, 2014, the same time as the Home Office Cabinet.

• During the technician visit on May 31, 2014, he looked at the entertainment unit and was not able to level the doors. An exchange for a new unit was approved. The new unit has arrived at our warehouse and is ready to be scheduled for delivery.

• Note that Ms. [redacted] made a claim that the doors were rubbing on March 12, 2014. A technician came out on March 21, 2014 and adjusted the legs to compensate for uneven flooring causing the doors to even out.

[redacted], Rectangular End Table – Sales Ticket [redacted] (delivered January 30, 2014)

• Ms. [redacted] states that “the slide on the drawer of the end table is broken.”

• Ms. [redacted] did not communicate this issue to us before the technician visit. When Ms. [redacted] contacts the La-Z-Boy Incorporated Comfort Care Department to schedule a technician to install the hinge and file holders for the home office cabinet, Ms. [redacted] may also make arrangements to have the technician inspect the end table drawer.

[redacted] C990672 FN 000, Collins Sofa – Sales Ticket [redacted] (delivered March 4, 2014)

• Ms. [redacted] states that “the pillows on the seating area and back pillows are hard. The nap on the seating does not match.”

• The only documented issue we have on file for this sofa was from March 12, 2014, where Ms. [redacted] called the La-Z-Boy Incorporated Comfort Care Department stating that there was a smell coming from the sofa. A technician came out to inspect the sofa on March 21, 2014 and noted that “there is no discernible odor.” This service order has been closed.

• In regards to the seat and back pillows feeling hard – a new unit may take some time for the “pillows” to soften as this occurs from use. Our floor models have been sat in and may sit softer than a brand new unit. Comfort is not a covered defect as it is a subjective claim. When Ms. [redacted] contacts the La-Z-Boy Incorporated Comfort Care Department to schedule a technician to install the hinge and file holders for the home office cabinet, Ms. [redacted] may also make arrangements to have the technician inspect at the nap direction on the sofa.

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. Our store staff is available to assist Ms. [redacted] with scheduling the replacement entertainment unit. Our Sacramento showroom can be reached at ###-###-####. We ask Ms. [redacted] to continue to work with the La-Z-Boy Incorporated Comfort Care Department to address any outstanding service issues and can be reached at ###-###-####.

Review: I purchased the couch/chair on Sat. afternoon. Sat/night I figured I wouldn't have enough for my upcoming move. I cancelled the couch that night. The next day I called to cancel the chair (it may not match furniture purchase). [redacted] tried to cancel it, couldn't tole me to call back when [redacted] manager was there. I did, he said he cancelled it and shred my check. A couple days later (Tuesday) it showed up on my acct. I had stopped it and told [redacted] he outright lied to me when he said he shred it. It was posted and taken off my acct. corporate said it was my banks fault that [redacted] had put it in the following Monday.Desired Settlement: I would consider a written apology from [redacted] for lying to me about shredding my check. I had planned on repurchasing the couch/chair after my move. Ill never enter a Lazy Boy again.

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.

We apologize for any miscommunication between the showroom staff and our customer and have sent Ms. [redacted] a letter expressing this.

La-Z-Boy Furniture Galleries takes pride in doing their best to solve any problems our customer's experience. We would like to address the concerns of our customers in a timely manner. Please contact us at (916) XXX-XXXX if you have any questions.

Review: Bought a recliner that was of poor quality and not as displayed in store. Payed for chair in 7/12/12 and as of 11/12/12 still don't have chair.

Bought a chair from Lazboy on 7/12/12, and noticed three defiencies in the quality of the chair. 1) chair foot rest was loose and wobbly; 2)stuffing was inferior to the one on display; 3)and the upholstery was gathered at the arms instead of smooth. The service department could not repair the chair on the weekend and I could not take time from work to be at home. They refused to accommodate us on the weekend, so we brought the chair back to the store we purchased it from for them to repair on 9/22/12. To this date they still haven't repaired the chair, and said it was our fault in bringing the chair back to the store. We have talked to the HQ back in Michigan, and the representative was rude and wrote down untrue facts regarding this incident. She said that we brought the chair back to the store in November and that we wanted our money back. I told her we brought the chair back in September and have a receipt that shows we want it repaired. We have been very patient, but we need help. Thank you in advance. Desired Settlement: Either an in store credit or refund. Lazboy representative from Michigan said that they cannot give a refund or credit because it was a special order. Because of the 4 months that have elapsed since purchased and almost 2 months of them having the chair, we feel they need to make things right.

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.

When our customers purchase furniture from La-Z-Boy, they have purchased one of the best manufacturer warranties in the industry. The limited lifetime warranty ensures that problems with frame, mechanism and moving parts are covered for the lifetime of the unit. Upholstery claims and labor charges are covered for one year after the delivery of the piece. As an authorized La-Z-Boy retailer, our Comfort Care Department is obligated to uphold the standards set by the La-Z-Boy warranty.

Ms. [redacted] has agreed to allow for our Comfort Care Department to order parts and repair her furniture. At this time, we are waiting for a technician to come out and install the parts that have been shipped.

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 our Comfort Care Department at (877) XXX-XXXX if you have any questions.