La-Z-Boy Furniture Galleries

Still gathering information from Manufacture, service department and salesmanWaiting for manufactures second reviewVery busy time of year for retailshould have better response and solution by tomorrow

Dear Revdex.com Thank you for contacting La-Z-BoyAfter writing to youThey did send the part for the chair, after over a monthI haven't heard from them at all if they are going to fix it or what they will do about the sofa Wanted to tell you I did get the handle for the chair Thank you, [redacted]

After our request to have the manufacture review the claim a second time they did and again the manufacture has declined the claimHowever in an effort to satisfy the situation the manufacture is willing to sell us replacement parts at half price and we will absorb the costPlus we will waive our "in-home service" trip fee's to go out to the home even though it is outside of our service areaWe will send a technician to the home to inventory parts needed to be orderedAfter the parts are received, we will send t technicians to the home to install the new partsAll this at no charge to the customerIt will take a few weeks to get the parts order inThis will be a one time courtesy service project and does not re-start or change the original manufactures warranty from the original delivery dateWe have contacted the customer to explain all this and they seemed fine with this resolution

Hello ***, Tom Murray has sent the customers complaint to me for handling La-Z-Boy Incorporated is authorizing a replacement of the chair for the customerI called the customer on 9-and left a voicemail that we are authorizing a replacement and that they will hear from my office in a week to go over the replacement process and that when the customer has a replacement chair delivered, the chair in their home will be picked up and returned to our distribution center Thank you, [redacted]

Mr [redacted] , I am sorry to hear about your concerns with your furniture I would be more than happy to look at the issues for you I will have to follow our warranty protocol, but again I would be more than happy to look at the concerns you have Sincerely, Jake S [redacted] Director of Operations ###-###-#### [redacted]

After receiving this second complaint, our organization did more research and found our customer [redacted] has two customer codes in our system and that is the reason we were unaware of the the charge of $The bed that Mr [redacted] desires does not exist and cannot be ordered to his specificationsThe Store Management team where Mr [redacted] purchased this item will be sending a letter of apology for the error and to communicate what can be done for Mr [redacted] There are two options 1)Take the bed that we attempted to deliver or 2)Refund his money Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below We read Mr [redacted] 's response and were surprised to see major incorrect statementsFirst, Mr [redacted] states that we did NOT (n caps) call numerous timesThis is not correctSecond, he implies that there were phone calls back & forth as to when the new seat would arriveThis is not correctWhen we initially complained about the quality of and the folds in the fabric, we were told that their technician, ***, would come to our home and inspect the chair, which he did including photos for his managerAfter consulting with ***, he informed us that he could not do anything about the fabric but that he would consult with management about replacing the seat, and that management would call us back in 2-daysWe stressed to [redacted] that we felt the chair should be replacedManagement has never called us back and we have no idea who Mr [redacted] isThe message from the business states "Our tech replaced the seat on February 22, 2017." This is NOT trueThe seat has NEVER been replaced and we still have the defective chairIn another inaccuracy Mr [redacted] notes, in part, that the "NEW" seat was fine, while the tech was in the home." This is not true - we DONOT have a new seatWe can only assume that the tech is working on so many defective chars that he is simply mixed up about oursWe strongly dispute Mr [redacted] 's statement "The customer never called and asked to talk to any Management person." We have been faithful La-Z-Boy customers for more than thirty years in the United States and while abroad, and we can only hope that our loyalty to the brand will be reciprocated by their local representatives [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

I ordered a sofa on 6/25/Paid in full with cashAs of today, I still have not received my sofa I purchased the sofa on 6/25/It was paid in full 1,on that day with a check that cleared my account two days laterI was told by [redacted] that he would be calling me regularly with up dates on my purchase and that it may take up to weeks(worst case scenario) for it to come in but he would be in contactNo one from La Z Boy in [redacted] ever contacted me so I began calling at the week mark(August 6, 2016) for statusThat is when [redacted] told me it would be in soonNo one contacted me, again so on the week mark(August 20, 2016) I called [redacted] for statusHe then told me there was an issue with the fabric I had chosenI was not told whether it was the fabric needed to make the sofa or the fabric chosen for the pillowsEven asking [redacted] numerous times during that conversation I was still unclear as to which fabric was on back stockI was never offered to

We apologize but due to the fact there are numerous drops of blood on the sofa we cannot accept this item for a return or exchange As a one time courtesy we will try to clean the loveseat before returning it to the customer

I am [redacted] the Customer Service Manager for Tipperary Sales, Incdba 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, IncI 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/ 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 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/as the cover (upholstery) and labor were within the terms of [redacted] La-Z-Boy, Incwarranty (manufacturer’s warranty)We contacted [redacted] as a result of this complaint from [redacted] According to [redacted] , [redacted] contacted them on 4/16/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-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 Incas 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 $ [redacted] (if an inspection is necessary), and we also quote the first hour of labor for repairs at $**, for a total of $*** 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 replacedWe believe in and stand behind the La-Z-Boy productWe 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regarding MrThomas M***'s reply to your correspondence to him on my orderThe furniture I wanted was displayed on the floor, so I see nothing specially made for meIt was something they carried in the show room, nothing that I wanted altered, but they ordered it from the factory, nothing changed from what was displayedThe statements MrM [redacted] made about LazBoy trying to contact me several times are just incorrectI was the one trying to contact their customer service in Michigan as I said in my original complaintI called Brandon at that Michigan address (twice)I was told by Brandon he would get back to meAfter a few days I called again and Brandon had no intention of getting back to meA call I made to LazBoy in Clay, I was told by the operator that both MrM [redacted] and MsD [redacted] were out of the store and would get back to me when they returned; never didI question if it were true that they were out of the storeI wrote Michael D [redacted] whom Mr M [redacted] said owned the storeHe never replied to me at allSo it is not true what MrM [redacted] says about trying to contact meI was the one trying to make the contactsYes, I signed the slip from the delivery men and explained my confusion in looking at the pillow which I knew for sure had more pronounced navy blue on the ones I saw in the storeI have no idea how MrM [redacted] entered the wrong info into the computer, and before ordering I asked if I would receive those pillows displayed on the sofa, and he answered yes, I wouldIn his correspondence to me he makes it sound like I wanted to change something on the furniture in calling it a special order, and that's not true, just as his statements that he tried contacting me several timesAlso the swatches, another thing untrueThe swatches he showed me were ones he was trying to match the material I brought in trying to order a lounge chair of that colorHe didn't have a swatch to match what I wanted so then I chose the navy blue lounge chairThis sofa would be no problem for them to sell in their show room as they had one displayed alreadyMrM [redacted] has made many statements which are not trueVery poor management in my estimation Regards, [redacted]

I would like to note that the pictures that were requested by the company were requested on Friday the 4th of December--I originally contacted [redacted] re: these issues in SeptemberThe second set of pictures were sent on 12/16/early in the day (prior to noon) not on 12/as has been stated by the companyHad the company not taken over weeks to respond to to the initial concern we would not be in this situation nowIt is unacceptable to blame a customer for a company's lack of response for weeks, and then to blame the holidays for a company's lack of response once again I would also like to note that the company has made a statement that there was "animal hair on the couch"--The company has repetitiously stated to me via phone that having animals does not nullify the warranty, and yet "pet hair" continues to be a statement that is utilized as a reason for denialHaving a pet is not indicative of having a destructive animal An additional note: When I initially mentioned to [redacted] (Sales rep) that there were snags, and fabric coming apart at the seams that resulted in snags; and I was concerned that the fabric was poor I mentioned I was concerned that my jewelry may have caught in area and that shouldn't happen (a ring or bracelet should not be able to do that while I am sleeping on a couch--not a well made one anyway)He stated that it should not and that I should take items to the department that deals with warrantiesHe specifically stated to me to NOT disclose this, and when I asked him why he stated that I shouldn't give them "a reason" to deny my concern re: the couchI stated that there should not be a reason why I should not be able to wear jewelry while on the couch and I shouldn't have to worry with sitting or sleeping on a couch and wearing jewelry None the less I did not state or mention this to the individuals who fix and repair items per ***'s instructionsWhen I spoke to [redacted] in the last several weeks he mentioned he spoke to them and that he talked to them about the potential issue of jewelry snagging on the couchHe then went on to state that they "remembered you telling them that too and that it should not happen with fabric." I never told them per his instructions, which means that there are individuals making statements about the discussions and conversations that I have had with themThis display appears to be indicative of dishonesty, and inconsistency between sales, administrative, and quality control departmentsIt is also indicative of sales having awareness that the company does not take care of problems or issues (note I have other items I was going to purchase on hold, and will purchase if this issue is resolved adequately and I believe that the sales departments and other departments have vastly different motives in this company as indicated by statements that have been made and inconsistency overall with how this situation has been handled) I look forward to a resolution to this situation, and for there to be some consistency with statements and reporting between departments within this company

Revdex.com: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, [redacted] ***

We are in contact with the client and are actively working with the client and manufacturer towards a resolution of the concerns presented Due to the nature of the concerns, and actions need to complete, ordering of parts and etc resolution is not an immediate option

We have attempted to contact Ms [redacted] When we have called her, the line has been busy Please have Ms [redacted] contact our Chico showroom at her earliest convenience

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: We kept the windows open 24/on the warm days, and as much as we could in the cold days We were walking around freezing in our own home Despite that, the smell has not completely dissipated, especially on my chair, where the smell is more intense ( [redacted] ) As I said, a leather smell would not cause headaches and my eyes to water I have dealt with outgassing from carpets, new cars in fact, we had leather recliners before this - and the outgassing was gone in approximately days We thought, by buying such expensive chairs, we would have a better product, not worse In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] And [redacted]

Sales order 1125611DLUF was placed at the Town Center location 11/25/2016. The purchase included special ordered item/s (including blue leather loveseat), quoting a standard 4-6 weeks for produiction. The product / order arrived 1/4/2017, within the alloted time frame, in which the customer was... notified via phone, and delivery scheduled 1/17/2017. Upon delivery, the blue leather loveseat was found to have a small cut in the back panel, which ultimately called for a replacement unit in full, considering the amount of upholstery work involved to repair. The customer service department entered the concern in our database on 1/20/2017, 3 days after delivery - not weeks after calling & emailing as suggested above. At this point the customer had been in contact with Steve Edmunds, the customer service manager, and acquired contact information for both email as well as phone number & extension. A replacement loveseat was ordered under sales order 0203711ECGW after acquiring necessary documentation of the concern. The new loveseat arrived 3/16/2017, again within the typical 4-6 week prediction. Delivery ws scheduled for 3/29/2017, in which the loveseat was refused by the customer for having skewed upholstery workmanship. The refused loveseat was returned to our service center to correct the upholstery work, with the understanding our master upholsterer was capale of correcting the issue. The concern was corrected (to the best of our ability) and scheduled to return to the customer via home delivery on 4/16/2017, in which the delivery staff was confident that the customer would not have been satisfied with the results. A 3rd loveseat was ordered at this point, being the only avenue to satisfy the customer in regards to quality workmanship of a loveseat. The new loveseat arrived 5/13/2017, and scheduled for delivery 5/16/2017. This delivery was sucessful, and satisfactory to the customer.Upon delivery of the new loveseat on 5/16/2017, the delivery team was unaware that the original loveseat had to be returned to our warehouse, and unfortunately left it in the customers' possession by mistake. Being that the delivery driver is liable for any lost or stolen product by contract, upon realizing his mistake, began to panic in regards to his attempts at retreiving the item. Multiple phone calls, as well as an email, were sent to the customer, explaining that we had realized what mistake had taken place - unfortunately without a resonse returned by the customer. In no way, did we instruct the delivery driver on the actions taken, to collect the furniture from the home. We too feel the way the delivery driver conducted his attempts (described by the customer), to have been unprofessional, and certainly could have been handled within normal business hours at the customers' conveinece. Up to this point, though frustrating for both parties involved, business was handled professionally.Thus far, a monetary refund amount, or credit, to be given to the customer for the inconveinences experienced, has not been discussed nor requested by either party involved. After reviewing the case, we do feel that the customer has been extremely patient during the process of trying to satisfy the order "in good condition", and are open to the discussion. Personally, I apologize if I have proven to be "a thorn in your side", as our records of conversation by both phone and email throughout the last few months suggests otherwise. I feel I have made every effort within my authority to work in your best interests, though obviously some of those attempts prooved to be failed efforts.Please feel free to contact me directly at the same number (or email) provided to you in January - [redacted] Customer Service Mgr

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

Revdex.com:La-Z-boy of Clay has again failed to be forthcoming with the truth This fact is, the pieces make noise from the rear cushion whenever a person sits to relax and as one moves (even slightly) to reposition I hope the simple iPhone video opens correctly for you, if not please contact us and we can try another form of transmitting The fact is as written 2-11-by La-Z-boy in the disposed document; we had been assured the second time using a different DR cap fabric would remedy the annoying squeaky noise - This is totally untrue! The other support La-Z-boy claims is that the pieces "meet specifications"However, let it be very clear at no time was it shared, reviewed, or explained by any salesperson during the purchase or the re-order, the furniture could possible make "noise" which is a very deceptive practice and blatantly poor excuse of meaningful satisfaction Had La-Z-boy been forthcoming during the purchase or re-order, telling us this furniture with the style fabric would make an annoying noise/squeaks, we NEVER would have made the purchase - even if they told us it meets their specs, was not a manufacturing defect, and had been discounted! Honestly, who wants squeak'n noisy annoying furniture?The terms in small print; now the only ground La-Z-boy has to offer is nonsense, based on and misleading inaccuracy as we the customer have not been dealt with truthfully, satisfied, and given pretenses, making the terms warrantless.Thank you for your time and efforts in this matter, it is appreciated