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La-Z-Boy Furniture Galleries

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La-Z-Boy Furniture Galleries Reviews (437)

Review: Purchased 2 recliners & a sofa on March 27, 2014. I am retired, single & am out of State

4+ months yearly. One recliner has been sat in approx. 15 times. The other sat in approx.

8 times. Now when sitting in, they make loud creaking noises and also if you move at all while in the chair.

The chairs has dirt marks on them when delivered & a sub-contract service company cleaned them.

One spot was not removed. La-Z-Boy raved about their warranty at the time of purchase but never

mentioned that they sold the warranty to a company not associated with them. I never would have

purchased anything if they had been honest about this at the time of sale. I am extremely dissatisfied with La-Z-Boy's quality of furniture and

the service company that now holds the warranty. I hope you can help me with this.Desired Settlement: I would like to return both chairs and receive a refund so I can purchase better quality chairs elsewhere. I will never buy from La-Z-Boy again.

Business

Response:

Customer was delivered a sofa and two chairs on 03-27-14. At time of delivery customer concerned with fabric on front of seat on one chair. Customer service inspected chair on 04-02-14. It was determined the marks were from straps securing the chair during delivery. Customer requested exchange which was done 04-08-14. No other contact with customer until they called our service department on 01-09-15 with concerns about the chair mechanisms making too much noice. There is a service call scheduled to inspect the chair or chairs(no designation on if it is both or one) on 01-16-15. There will be no charge for the service call because we cover all charges to the customers home for up to one year from the date of delivery. Everything will be under warranty and we will repair or replace the defective parts, if necessary. [redacted] V.P. of OperationsLa-Z-Boy Furniture Galleries of Arizona.

Review: Purchased sofa 7-2013. Sofa delivered 8-17-13 with chemical smell. We thought smell would dissipate but it has not. First contacted Lazy Boy in October 2013. Have tried to resolve issue. Agreed to exchange but Lazy Boy did not have a sofa similar in color and style. Sofa was cleaned 1-8-14 by lazy Boy but did not eliminate chemical smell.Desired Settlement: Refund in the amount of $917.85 and pickup of sofa at no cost to me

Business

Response:

February

14, 2014

[redacted], Dispute Resolution Coordinator

RevDex.com

3075

Beacon Boulevard

<st1:place w:st="on"><st1:city w:st="on">West Sacramento, <st1:state w:st="on">CA <st1:postalcode w:st="on">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

La-Z-Boy Incorporated Comfort Care Department, who generally handles all

customer service issues, did not find any defects with Mr. [redacted]’s sofa. In the interest of customer goodwill, we approved a return of Mr. [redacted]'s sofa with a refund. Mr. [redacted] was aware that the delivery fees

would not be refunded. The sofa was

picked up on January 20, 2014 and the refund occurred on January 23, 2014. We have not heard from Mr. [redacted] since then.

La-Z-Boy

Furniture Galleries takes pride in doing their best to solve any problems our

customer’s experience. We are more than

willing to address the concerns of our customers in a timely manner. Please contact the La-Z-Boy Comfort Care

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

Review: At this store where my husband sat on all the furniture that we ordered including a loveseat with a console. We ordered our on items on delivery the loveseat didn't have a console like the one we had sat on in the store. My husband immediately called the manager and he said "sign for it, and we will make it right. We don't want you to have nothing to sit on". We waited 2 weeks to wait for a response from corporate. Where it was a 15% restocking fee, charge for pickup of the wrong one, and charge for a delivery of the correct one. I was outraged that this was the mistake of the associate and wasn't our mistake to pay for. I told the associate this and she informed me that none of her tickets said with console. I told her I don't work in the furniture industry and how would I know it would say with console, being that the one I sat on in store had a console and I wasn't asked otherwise. I called corporate customer service where I was bounced around, told that it was the store's decision to make, the store told me it was corporate's decision. Every time I call customer service I get the can you give me 1 days and I don't get a return call. I've called corporate 4 times and seem to get no where with them. I find it ridiculous that the store manager knows which loveseat which is still in his store now with the console and still won't make this right, the associate didn't ask about the console, I'm of the mindset you sit on what you want to order not something different, and how are we to know she ordered it wrong loveseat is still a loveseat with or without console. She never said without when going through the paperwork.Desired Settlement: I would like the correct loveseat that I sat on and told the associate to order, without me paying for her mistake. I previous was willing to pay the $60 difference but now with all of this run around and 3 weeks later and no settlement. They should just eat the extra $60 cost to make this right.

Business

Response:

November 11, 2014

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 customer has since been in contact with the store and the new sofa was ordered on November 3, 2014.

La-Z-Boy Furniture Galleries takes pride in doing their best to solve any problems our customer’s experience. Please contact us if you have any further questions.

Consumer

Response:

I 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 3 weeks of dealing with problem. We got the love seat ordered no restocking fee and no charge for the pick up of the wrong one. Thank you

Review: In 2012 I purchased a sectional from La-Z-Boy Furniture Galleries from the [redacted] location. At the time we indicated that we were interested in purchasing a leather sectional.

After a little more than a year, the covering started wearing out in a manner that I thought to be premature. I have owned leather furniture before and have never had this type of problem. I contacted La-Z-Boy via their website and was told I had to deal with the purchase location. At the time it was difficult to get the dealer to assist because they only have a one year warranty on coverings. Their "service" department makes you contact repair companies on your own to get quotes and schedule your own appointments. I asked to talk to a [redacted] and was told to email photos of the sectional to the store's email address. After sending them and one additional follow up, I got no response.

Fast forward and now one of the covers on my seats is completely worn out and the cushion is compressed. I posted on La-Z-Boy's [redacted] page around August *, 2014 complaining about the quality of the covering and padding of the couch and the dealer's lack of interest in assisting me when I contacted them in 2013. In response to my complaint they asked me to email them with details of the problem. After a lot of back and forth, the dealer agreed to replace the seats if I paid for labor. This is unsatisfactory to me. During the course of my email exchange with the corporate office, I was informed that my sectional was in fact not genuine leather, but a leather composite "bonded" material of much lower quality that genuine leather. At no point during my purchase was I told that I was not buying a genuine leather product.

My complaint primarily involves the following issues:

1. Misleading sales practices. I was told I was buying a leather sectional. We indicated to the salesperson that we wanted leather and were never told the covering we picked was a bonded material of low quality. Even searching on the La-Z-Boy website for the cover ID we selected does not indicate it's a fake leather product.

2a. The product is so low quality that the most sat on parts of my sectional look like they are 10 years old, not two.

2b. After research, I have discovered that bonded fake leather coverings "off gas" for long periods of time, potentially exposing me and family to unwanted environmental exposure.

3. Lack of response from the dealer after I sent them photographs, and lack of support from La-Z-Boy corporate who does not stand by the quality of the products or offer to step in with a suitable resolution when the dealer is not providing one.

Had I been properly informed by the salesperson that I was not purchasing a genuine leather covering, we never would have selected it in the first place.Desired Settlement: I would like La-Z-Boy to replace the sectional with genuine leather, which is what I believed that I was purchasing in the first place.

I will accept either an entire replacement, or a re-covering of the existing frame and a re-padding of the cushion that is almost completely worn out.

Any other solution is unsatisfactory to me, mainly due to the misleading nature of the sales department, and the fact that I was only told that my covering was not genuine leather after an email exchange with their social media team 2+ years after purchase. At no point during my initial complaint to the store did anyone tell me that my covering was not, in fact, leather.

Business

Response:

La-z-boy has offer the customer replacement seats at no charge in the same cover,

as a corutesy as he is 17 months outside the warrenty time frame. We are waiting to

hear from the customer.

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.

With the condition that the dealer pays for installation.

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:

In my acceptance of the settlement I stipulated in my response I was only accepting if installation was covered. The dealer is saying I need to pay for the labor.

Business

Response:

On Auugust *, 2014 a e-mail was sent to [redacted] stating that

La-z-boy as a courtesy, would offer to send replacement

seats for his sectional at no charge, but he would be rsponsible for any

labor charges to install them. This is the agreement that was made.

At no time was it ever stated that the labor would be offered.

See below:

Thank you [redacted],

We have been in contact with your local service center, and at this time, as a courtesy we can offer to send replacement seats for your sectional at no charge, but you would be responsible for any labor to install them. Please let us know if you’d like us to go forward with ordering parts. [redacted]

Thank You,

Review: We purchased a leather sectional as well as the full extended warranty in February 24 of 2014 and did not receive delivery until August of 2014. Upon delivery we immediately noticed an indentation in two of the cushions and reported it to the delivery people and the store where the purchase was made the same day. We sat on the sectional for several weeks and noticed that other cushions began to deform and not return to the original shape even after attempting to fluff the area. Customer Service ([redacted]) finally responded weeks later and came to our home to look at the defective areas, took pictures, and agreed that the cushions needed to be replaced. Several months passed and one cushion arrived. We stated to [redacted] that the warranty was represented by sales and sold as covering all damage/defects; it is not delivering as promised. At this point we just wanted a comparable replacement or a complete refund; [redacted] indicated that we needed to "go through the process” first. He attempted to have all eleven cushions replaced but was turned down and gave us corporate numbers to call indicating that he agreed that the sectional cushions were not acceptable; he left the company in Jan of 2015. Our calls to the warranty department numbers [redacted] provided only pointed us back to the customer service department of the store of the purchase. [redacted]'s replacement, was not informed of the duration of our issue and did not find the pictures and documentation [redacted] left behind, and started the process all over again. By this time, the sectional is looking worse; the leather stretching to the deformed cushions. [redacted] was authorized by the operations manager, [redacted], to place another cushion order of which resulted in only additional stuffing for the defective areas. We were also sent a movie of how to maintain and fluff the cushions; pretty much what we have been doing. Again months passed before this arrived and, after installation, was overstuffed and stressing the seams of the cushions to the point of nearly tearing and we asked that the stuffing be removed. [redacted] committed to coming to view the sectional at this time but never showed up. It is now over one year from the purchase of the sectional and there has been no substantial effort to address a resolution to the problem. Throughout the process, we have continued to point out that the problem is getting progressively worse and that we wanted to replace or completely return the sectional. We have cooperated fully with their process and believe we have been ignored and left to constantly follow up. Neither the store owner nor the sales person will speak to us and the operations manager will not return our calls. It is over one year later and we are no further satisfied than the day we received the order.Desired Settlement: comparable replacement or a complete refund

Business

Response:

Thank you for forwarding the our client's complaint to your organization, and for the opportunity to respond. Yes, this client ordered a custom made sofa on February 24, 2014. Due to delays in production and shipping, this client did not receive their sofa until July 8, 2014. As a result, we did provide two price adjustments (discounts) on this client's ticket due to the delay. The client ordered the highest grade leather possible for the sectional sofa. At the time the client ordered this sofa, their sales representative told them all about the leather. It is a supple, soft leather that is with age, or use, has a "patina" affect and will create character, kind of like a leather bomber jacket. It was also discussed with the client that this sofa's cushions, backs and seat cushions, come with a blown fiber filled bag which give is a softer seat to go with the softer leather. We have been provided excellent customer service to this client since July 29, 2014 when our then Service Manager set-up their first complimentary in-home service call. At that time, we inspected the cushions. On August 26, 2014, we ordered new inserts for the the right side sitting back and seat cushions, plus the middle back cushion. These new cushions were then installed for the client in September, 2014. The client called again to say the same thing was happening again where the seat/back cushions were flattening out and the leather was looking creased. This time, in November, 2014, we replaced the a left side seat cushion, the middle seat cushion and for the second time, the right side sitting seat cushion. The client called again in January, 2015 with the same issues. Our new Service Manager then contacted La-Z-Boy Warranty Service and spoke with three different managers about this issue. They all said the same thing, the client needs to maintain their leather furniture and particular these cushions because of the way they are designed for this sofa with this leather. La-Z-Boy Warranty services sent us a "deluxing" video which we forwarded to this client to help them understand what it is that they must do to care for their furniture. On March 9, 2015, our Service Manager ordered the last blown fiber filled bags for the right side sitting back and seat cushions. On April 24, 2015, our furniture service techs went to the home to install the new fiber filled bags. When they installed the seat cushion, it "puffed" up the seat to the point there were no more creases in the leather. The client was not happy with the look and told them to take out the fiber filled bag, to not put in the newly ordered back fiber filled bag and were asked to leave the home. We have provided this customer ongoing customer service addressing the client's issues. In summary, the client's ordered a custom made sofa with materials of their choice which they were told at the time of purchase how these materials worked. Since August, 2014, we have visited the client's home at least six different times, and ordered and replaced 8 cushions for this client's sofa, several cushions for the right side seating position where the husband sits most of the time. We have also sent them a "deluxing video" to educate the client how to maintain their sectional sofa. For your information, the client has not had to pay for any of these parts or any of our labor as the sofa is still under warranty. The client is wanting the sectional sofa to be something different than they custom ordered, and unfortunately, we cannot do any more than we have. The only suggestion we could make now is that if they want firmer seat and back cushions, they can go to a local upholsterer and order firmer cushions, like foam, but La-Z-Boy will not be able to provide these to the client because this is not the way the sectional sofa was designed. Thank you for your time.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I want to begin by refuting some of Ms [redacted]s statements:

1. Irrespective

of when LAZBOY finally received the sectional, it was not delivered to us until

six months later. Not more than a week later, we reported a large dimple in one

of the cushions and that the cushions on the end were sinking and stretching

out. When [redacted] came out to see the

sectional, he stated in front of both my husband and I that there was

definitely a problem. He took pictures

at this time to illustrate exactly what the problems were and indicated that he

would have them replaced.

2. The

price adjustment (discount) was a small sum off of the leather protection plan

warranty we purchased.

3. The

sales person never discussed any details regarding the type and care of the

leather, only that this warranty would cover any damage. Nor was the inner cushions discussed at all.

4. We

only received two replacement cushions and they were not the ones that were in

the worst shape, those being the end cushions where my husband sits. Eight

months later these cushions were finally addressed by brining in additional

fill of which gave an over stuffed appearance and stressed the seams. It looked worse and we asked that it be

removed.

5. The

mpeg short video we were sent, i.e. “deluxe video”, in an email illustrated

what we have already been doing.

6. Ms

[redacted] is correct that we wanted the best top of the line sofa sectional we

could find and purchased this warranty on top of it. We should not have to pay for items claimed

under warranty.

7. Ms

[redacted] committed to coming to our home to see the sectional for herself and

has to date not come and has not returned phone calls; we have only seen [redacted]

and [redacted]. Good customer service would

have included a visit by one who could make a decision on how best to satisfy

the situation, yet it has been constant back peddling every time we have stated

that we want to return the sectional. Although our home was “visited six

different times”, it was only done so by [redacted] and [redacted] and the original issue

has yet to be resolved.

All we want is the quality product we thought we had

purchased. From the start of

communication, we have continued to state that we want a comparable replacement

or we want to return the sectional for a complete refund. We have continuously been told that we must

“go through the process” before we can review this option. At this point, all we want is a complete

refund. We own and showed [redacted] a less

expensive leather sectional we have owned for 15 years that looks newer than

the LAZYBOY sectional we have.

Regards,

Manager was rude regarding problem with delivery. Given that, requested to speak with manager from another store when there was a product issue discovered after delivery. Request was ignored. Sales people were fine, pleasant, but will never purchase from this store again and not satisfied with product.

Review: We purchased a sofa and chair from LaZBoy on 4/12/13 for $4,61275. After about 6 mo., we noticed cushions collapsing on the sides near the arm rests. We contacted LaZBoy 6/05/14 when we realized this was a real problem and it was affecting our posture. They sent a technician to look at the problem on 6/19/14. The sofa was repaired and returned on 9/19/2014. We paid $528.27 because it was out of warranty. We mentioned that the chair would probably have the same issue since it was built the same and we are seeing that now. The chair had not been receiving the daily use that the sofa was. We gave the repair some time and now we have the same original issue of the cushions collapsing on the sofa and the chair too. I called the LB store in Albuquerque and talked to [redacted] and she told us the warranty was over and she couldn't help us. I told her we wanted a refund. She told me to call Corporate at [redacted]. I spoke with [redacted] at corporate and she told me the cushions collapsing on the sides was normal wear and we should have the Albuquerque store pull up "product information" and see if there might be more options we might like that we (the buyer) could pay for. LB also mentioned we shouldn't be sitting on the side of the cushion. You have to sit there to utilize the reclining mechanism. They said they would not refund any of the the furniture because it had been too long. We believe this furniture was defective from the start and even though we didn't talk to LB right away, they should be able to refund the cost of the furniture or at least credit us so we can pick out something else. We had a LB leather couch and loveseat prior to this one and a friend of ours has it and it has none of these issues.Desired Settlement: We would like a refund of the purchase price of this furniture since it was pretty much defective from the start. It took us a while to see what was happening and had it repaired at their shop but it is not working. We have the same problem and it is affecting our posture and back. We would also accept a credit to buy other furniture from the store. We just believe this particular product is defective.

Business

Response:

After review of the purchase and service history stated below, it has been decided to follow the warranty process and policy. The units mentioned below became ineligible for foam and cover replacement parts under warranty after 04-12-2014 which is past the 1 year full coverage warranty. In addition it is also within our policy that merchandise has only a 4 day return possibility from the time of delivery or pickup. The service history and warranty policies have been followed properly. We are unable to offer a refund for either unit as well as warranty any foam or cover parts as it is past the 1 year warranty eligibility. The unit/s that were serviced with replacement foam were properly installed and replaced with genuine La-Z-Boy replacement parts. At the time of service on 9/11/2014, the unit/s not only were inspected fully, serviced to the customers satisfaction, and also deemed within specification. In conclusion, I would be more than happy to inspect the unit/s and give an estimate for any issues that are not currently covered under the lifetime warranty that are brought to my attention.

Review: One of the things that Lazyboy advertises for their furniture is quality, longevity, and comfort. I have been a customer for this company for over 20 years. I own several pieces of furniture and I have always been pleased. I purchased a couch and chair in June 2013 and It was delivered sometime late August or early September. This would make me owing this furniture about 15 months. According to their warranty all repairs at no cost to me have to be within one year. Well I feel that based on their advertisement my couch should not be having issues like the hardware on the recliner is not working properly and the leather is pealing. I do not have any children or pets living at home. So what is happening is not wear and tear. This furniture cost well over 4,000.00 dollars. I do not feel that I should pay a service fee and labor costs for furniture that they claim is quality and should last me well over 20 years. I already contacted the company and they are not willing to discard the service fee or the labor costs. They also want to charge me 50% for the replacement of the leather. Their sells person suggested I purchase the warranty for furniture care, which covers against stains and damage. Well they told me it will not cover the damage to the leather, but if I had a tear or a cigarette burn that would be covered. I don't get it. So I feel I just through away 200.00 on a useless warranty. I take very for care of my furniture in my home and I do not smoke or drink. So nothing was done to cause damage to this furniture; instead it is poor quality , workmanhip and material.Desired Settlement: Furniture repair at no cost to me with quality and workmanship.

Business

Response:

I have setup an In-Home service call for me to personally go out at no charge to address the concerns mentioned.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I Purchased 2 expensive recliners about 4 years ago. The padding broke down in both recliners and so bad in one of the recliners that it exposed the wood frame and when you sit, you hit the frame. I have called La-Z-Boy several times, the first time being 3 years after the purchase. I was told we were not under warranty and for them to assess the problem they would charge $100 to come to our home. I asked if we could bring the recliner to them and was told that was not possible. They also told me there would be a charge if they were to make any repairs.I believe that a leather recliner costing $1500 should last more than 3 years.Desired Settlement: I would like La-Z-Boy to inspect and repair the recliner at no cost to us.

Business

Response:

Revdex.com

3075 Beacon Boulevard

West Sacramento,CA 95691

RE: Customer [redacted]

Complaint ID# [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.

Per the Warranty Service Policies Mrs. [redacted] signed on her sales contract, she agreed to acknowledge that, “The La-Z-Boy Limited Lifetime warranty covers the repair or replacement of frame or mechanism parts against manufacturing defects for as long as you own your pieces and one year free labor. The warranty also covers parts and labor on fabric defects for one year.” Please see the attached copies of Mrs. [redacted]’ invoices for reference.

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

Attached: Copy of Sales [redacted]

Copy of Sales T[redacted]

Business

Response:

RevDex.com

3075 Beacon Boulevard

West Sacramento,

CA 95691

RE: Customer [redacted]

Complaint ID# [redacted]

Mrs.

[redacted] referenced poly compression issues with her recliner shortly after she

received it in her most recent response.

We have no record of her contacting us in regards to poly

compression. We have record of a

non-related service that was opened on [redacted] 19, 2009. The issue was corrected for her at no charge,

as she was still within the labor warranty timeframe. From the closure of this non-related service

on October 10, 2009 until her most recent claim on January 29, 2014, we have

not heard from Mrs. [redacted].

Starting

[redacted] 20, 2010 Mrs. [redacted] has been responsible for any labor fees that may

occur. Mrs. [redacted] acknowledged that

she agreed to the Warranty Service Policies on April 17, 2009, which clearly

outlines the one year labor timeframe.

Please refer to her signed invoices included in our previous response.

As stated in a

previous response, La-Z-Boy Furniture Galleries takes pride in doing their best

to solve any problems our customer’s experience. All La-Z-Boy service issues are handled by

our Comfort Care Department. Please

contact the La-Z-Boy Comfort Care Department at ###-###-#### if you have any

questions.

Consumer

Response:

I am rejecting this response because:I did contact La-Z-Boy twice before this most recent time regarding the compression of the chair filling material and was told about the charge to come to my home to view the chair. I was not willing to pay $100 only to be told they would not fix the chair. When it got worse I called again and asked if we could bring the chair to them to avoid the $100 charge and was told "no". I feel that even though I had agreed to be responsible for labor fees, they should have fixed the chair free of charge because the poly filling was clearly defective.

Sincerely,

Review: I, [redacted] purchased a recliner from Lazy Boy in Columbus, Ga, on March 18,2014. On that day I paid the full purchase price and the delivery fee of $59.00. My chair was delivered on March 29, 2014. I called Lazy Boy on April 4, 2014 to inform them the chair wasnt exactly what Id expected, and would not fill its intended purposes, so they sent someone out to my home to check out my complaint, and he agreed that the recliner didnt lift the feet high enough, and he would inform the warehouse manager, whom would report to the store manager, and I would be receiving a call. I waited for their call from Wednesday, the day a representative came to my home, to Saturday. Finally, Saturday, I went to the store and was told in order for them to replace my chair, Id have to purchase another chair. I did exactly that, and was told my chair would be delivered. After the salesperson completed my new purchase, she and a person, Im assuming was a manager, conferred and decided Id have to pay another $59.00 delivery fee. I asked them to take off the delivery fee, I refused to pay another fee. I told them Id have someone to come to their store and pick up my chair for me. I was then informed that I would have to bring their chair back to the store in order to get the new one Id purchased. I dont feel this is fair. Ive already paid a $59.00 delivery fee, the representative told me theyd take care of the chair, and I feel I shouldnt have to pay for the delivery again. At this point, I think there are only two resolutions that would be satisfactory to me. Either they pick their chair up, and deliver the new one I paid for at no charge, or refund all of my monies, and Ill do business elsewhere. I do appreciate your prompt attention to this matter, and would prefer the latter resolution of refunding my monies.Desired Settlement: I'd like for La Z Boy to pick their chair, and would like to be refunded the delivery fee and purchase price of the new chair. I'm requesting a refund because of their unwillingness to accommodate my needs. I feel they were rude and inconsiderate. Their stories changed several times in my dealings with them about the delivery and delivery fee.

Business

Response:

April 30 was the first notice that we received. We left a message the same day to inquire about the claim. The originally purchased recliner was exchanged because Ms. [redacted] wasn't comfortable while sitting in it. Despite the fact that it was sold as a clearance item as well as outside our 3 day exchange policy we allowed her to pick out another chair. It is our goal to accommodate our customers as best we can. Any time a customer purchases furniture and decides they want it delivered there is fee associated with that particular purchase. If they decide to re-select and choose delivery, they are required to pay an additional fee for pickup and re-delivery. Ms. [redacted] initialed by the Return of Merchandise Policy which states "Like new merchandise returned within 3 days of delivery or pickup may be exchanged for in store credit. Exchanges do not apply to special order items, final sale items, clearance items, fabric protection or delivery charges". Based on this policy you can see that we went above and beyond. Ms. [redacted] picked up and signed for her new chair and returned the original to our warehouse on

April 19.

Review: My complaint is not against the store it is against the "WARRANTY DEPT". I've been dealing with the extremely rude [redacted]. She surely needs to retire and definatley should not be in the CUSTOMER SERVICE Industry! I've been waiting for my furniture to get repaired under warranty for well over 6 months. This woman has yelled at me and hung up on me. I've complained to her manager with no avail. I just want my furniture fixed!I WILL NEVER buy from lazboy again nor will I recommend them.Desired Settlement: I want my furniture fixed and be done with this and I don't want to ever talk to [redacted].

Business

Response:

I am [redacted] the Director of Customer Service for Tipperary Sales, Inc. dba La-Z-Boy Furniture Galleries. In March 2013 **. [redacted] contacted our service department for repair of her sofa and loveseat. We were able to repair her sofa however we have incurred some difficulties obtaining the correct parts from La-Z-Boy, Incorporated. As a dealer of La-Z-Boy we must order all parts directly from La-Z-Boy as per the terms of our agreement.

Our technician again went to **. [redacted]’s home on Friday, August 30, 2013 to repair her loveseat however the seat springs received were not correct. We have reordered the seat springs and they are expected to ship from our factory in Tennessee on or about September 4, 2013. Once the parts are received the technician will contact **. [redacted] to complete the repair.

**. [redacted] has paid for inspection and service of sofa. Due to the inconvenience and the delays in the repair of her loveseat we have waived the cost of the labor ($120.00) for her loveseat.

We will make every effort to ensure the service is completed without any future issues. We sincerely appreciate **. [redacted] business and our goal is to provide her with outstanding customer service. If [redacted] has any questions or concerns please feel free to contact me at[redacted] extension *.

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 as long as it is completed in a TIMELY manner.

Regards,

Very disappointed that after driving over an hour round trip and getting to the store before the employees that they would not honor their ad. Their sale on 2/22/14 was advertised in a flyer saying take another 10% on sale items in the store. When I said I would buy the chair on sale I was told by the store manager [redacted] that the 10% discount did not apply to this chair because they were selling it too cheap as it is. I showed her the ad but she still would not honor the ad saying that is as low as they were going to sell it. Nowhere in the ad did it say the 10% discount does not apply to this chair.

Review: I purchased a chair and paid in full $1046.20. The manager [redacted] was to check the chair before we picked it up it was a blue leather recliner, the one on the floor was full of wrinkles in the leather and she said she would call and have the best one in the warehouse delivered to the store, and also check it personally and if it was as bad as the one on the floor she would check it , and reorder another one. She did not check it and when we went to get it , it was very bad. After calling to receive a refund , I had to call and they were going to get back to me, but never did. After several more calls from February 23 till now I finally called and got heather the manager. She said store policy if you want a full refund you had to cancel up to 3 days before the chair came in.. My refund was $887.21 I paid $1046.20 The product they got in was in very poor condition, I do not feel I should have to take a badly made piece of furniture the girls their when we went to get it agreed it was not good. The chair was purchased jan. 17, 2015. The chair they got in was jan.23 2015.Desired Settlement: After many calls the check I received dated February.20 ,2015. Was not the full amount. Why do I have to pay for any delivery to the store or anything else, it wasn't my fault the chair was bad . Thank you. I hope this will help other people from getting taken by a large store.

Business

Response:

I apologize for the delay in responding to this complaint.We have been in contact with the store Ms. [redacted] purchased from. Theyadvised on April 16th the remaining balance the customer was disputing was forthe after-treatment that was applied to the product. That fee is non-refundableper the terms and conditions the customer signed at the time of the sale.The store advised they had agreed to waive the restocking fee for the customeras a courtesy and upon discussion with them regarding this matter, the storeagreed to credit the customer the remaining balance for the after-treatment cost.The customer should have received the credit at this time. Thank you for allowingus the opportunity to review the customer’s concerns further.

Review: I ORDERED A DINING SET, SERVER AND TV CONSOLE - WHEN IT WAS DELIVERED I NOTICED RIGHT AWAY THAT ALL IS DAMANGED. I CONTACTED THE STORE AND THEY SAID THAT THEY WOULD SEND SOMEONE OUT TO LOOK AT IT. THAT FOLLOWING SATURDAY SOMEONE DID COME OUT AND CONFIRMED THAT ALL FRAMES WERE DAMAGED. I THEN CALLED THE STORE AND LEFT 3 MESSAGES NO RETURN CALLS, THEN I CALLED AND DID SPEAK WITH THE STORE MGR ROB AND HE SAID THAT HE WOULD GET WITH JILL TO SEE WHAT OTHER PRODUCT WOULD MEET WHAT I ORDERED. I LOOKED AT WHAT THEY WERE WANTING TO REPLACE IT WITH AND ITS NOT THE STYLE AT ALL THAT I ORDERED. I SENT AN EMAIL TO THE GM AND THE STORE CALLED ME LAST NITE TO ASK WHEN THEY CAN PICK UP THE FURNITURE I SAID SAT AT 10AM AND I WOULD LIKE A CASHIER CHECK TO REFUND MY MONEY AT THE TIME THEY PICK UP THE FURNITURE SHE SAID NO PROBLEM. THEN SHE CALLED BACK AND SAID THAT THIS SAT IS NOT GOOD AND ALSO THAT THEY WOULD NOT GIVE ME MY REFUND AT THE SAME TIME WHEN THEY PICK UP THE FURNITURE. TODAY I GOT A MESSAGE THAT I CAN NOT GET A REFUND, I CAN NOT CANCEL THAT I EITHER NEED TO SELECT SOMETHING ELSE - BUT NOTHING ELSE WORKS IN MY DESIGN OR TO REORDER THE SAME FURNITURE. I WAS IN THE STORE THE 6TH SPOKE WITH A MICHELE AND SHE SAID THAT THEY DO HAVE ALOT OF PROBLEMS WITH THE QUALITY ON THE BRAND THAT I SELECTED AND THAT SHE HAD A CUSTOMER THAT HAD THE SAME FURNITURE AND IT TOOK 3 TIMES TO GET QUALITY FURNITURE.Desired Settlement: AT THIS POINT WITH THE POOR CUSTOMER SERVICE AND RUN AROUND WHEN I CALLED SAME DAY AS DELIVERED TO ADVISE THEM THE FURNITURE WAS DAMAGED - I JUST WANT THEM TO PICK UP THE FURNITURE AND RETURN MY MONEY asap

Business

Response:

We sent a delivery team Saturday 11-10-12 to Mrs. [redacted]'s home to pick up the furniture as she requested in her complaint. Our operations are closed Sunday and Monday so the return was not processed until today 11-13-12. I left a message for Mrs. [redacted] to call me back directly to provide the credit card number she used at time of original sale so I can refund her in the amount $3590.51.

Review: I called customer service to ask for an exchange. I was told that the furniture was a special order and that no exchange could be made. We were told that the piece was ordered because they didnapost have it on hand in the store. We were not told that it was a special order. I am just asking that La-Z-Boy respect my right as a customer to return the piece in exchange for one that I would like to have.Desired Settlement: I am requesting that La-Z-Boy to exchange the piece for a regular reclining loveseat (no rocker) in a color I would like.

Business

Response:

The merchandise the cutomer purschased was not a stock oder, hence the delay of the merchandise being delivered

on 09-14-12. She purchased it on 09-08-12. The stipulations of special orders are declared on the back of the invoice which

she signed at the time of sale. We have, in the past allowed customers to reselect special orders, however, we do

charge a restocking fee of 50% because the merchandise will have to be sold in our clearance center as used, and is

discounted up to 70% its regular price. At this point we would allow the Diffendaffers to reselect with a restrocking fee of

50%.

Randy Serbus

V.P. of Operations

Randy Serbus

V.P. of Operations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 9[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,

Thank you for your attention to this matter, however I sent a follow up letter to you stating that the store had resolved the problem in a very satisfactory manner. I attempted to call to make sure you received the info, but the wait time was so long I decided to send an email. Please do not take any further action on my behalf.

Thank you again,

Nancy Diffendaffer

Review: I purchased a rocking recliner chair from this establishment for myself last year. There have been numerous calls to their service department for the poor quality of the chair. There is a constant problem of the chair going into the reclining position without it falling back down a few times before it truly engages. Then the base had to be replaced because a visitor to my home realized that the legs on the base were two different shades. More calls were made for the engaging problem and the fact that overall the chair always feels like in dropped down some. All these problems have also caused the upholstery to wrinkle and leg lift does not go completed back into the original position. The service department is called and return calls are far and few between. A whole year has passed and the chair is still not up to par. I have had furniture from this store before and never did I have these problems.Desired Settlement: I would just like a chair that meets the exceptional quality of Lazy Boy - the reason why I went back to replace a chair that had to be replaced due to age and wear and tear (approximately nine years) - all these years the chair was comfortable. I have a bad back, leg and shoulder and that is what prompted me to replace the merchandise because it was so dependable and comfortable.

Business

Response:

I spoke to our service technican that went to the customer's home, and he said that he sat in the recliner and it worked, he showed Mr. [redacted] how to operate the chair.

I could send a second technician, but according to the first technician it is up to manufactures standards.

The delay in getting back to you was I was out of the office last week ill. This is my first day back, since 5-23-13.

La-z-Boy Service Dept.

Rockville Centre

Business

Response:

THE CUSTOMER HAS AGREED TO LET ANOTHER TECHNICIAN GO TO THEIR HOME, SO I WILL SEND THE PAPERWORK TO THE TECHNICIAN

TO SCHEDULE AN SERVICE CALL,

Consumer

Response:

[redacted]:

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:

Dear Ms. [redacted]

As per your instructions I am following up regarding the above-mentioned complaint.

Another technician was at our home this morning and claimed that there is nothing mechanically wrong - he gave us the same lingo as the last one and probably spent all of fifteen minutes in our home.

So I am still with a chair that does not properly perform - as I explained to the technician it may need to be sat on for awhile I am not sure but it does happen. I thought to myself as he spoke on how the speech was almost verbatim to the last technician.

So here I am - with a chair that is truly miserable to have because of the problems and a retailer who sends technicians that state there is no mechanical defect - so how do I remedy this or am I stuck with a piece of furniture that was not all that cheap and yet useless/dangerous to utilize.

Patiently awaiting some insight.

Respectfully yours,

Review: My complaint # is [redacted] & it is NOT resolved!We are very disappointed that La-Z-Boy has not settled this dispute. They state that the long delay is beyond their control. This is their company & refusing to acknowledge their responsibility does not relieve them of it. Why would they allow customers to place orders for leather furniture when they don't have the leather required? We learned this in June, not in January when we made the purchase. That was waiting over 5 months & now in just a few days it will be 7 months. This situation has caused serious set backs for a family member, under doctor's care since January, who uses a wheel chair and needs a recliner to keep his feet elevated.That is the reason we ordered the furniture, in the first place!There have been a number of sales since our purchase but we were unable to take advantage of the savings because ours was a prior purchase. The furniture we ordered wasn't being manufactured, the order was just waiting for the leather. We're sending just 1 ad showing a sale of leather furniture back in Feb. & Mar.We did not receive the attempts to discuss accommodations as the last letter states. Only 1 phone call was received that did not originate with us. No calls from the store managerial staff or corporate were received. Most of the time our sales rep was good about returning our few calls.To settle this dispute we want La-Z-Boy to take 10% off the total price of our sales ticket which is $8,791.07. We do NOT want a gift card for future use. We want the money off this purchase since they will not cancel it.Desired Settlement: We want La-Z-Boy to take 10% off the total price of our sales ticket which is $8,791.07. We do NOT want a gift card for future use. We want the money off this purchase.

Consumer

Response:

Please be advised that this complaint has been resolved. Thank you for your assistance.

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