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La-Z-Boy Furniture Galleries

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La-Z-Boy Furniture Galleries Reviews (437)

Dear Revdex.com,Thank you for the letter from *** ***.Our records show we were contacted by *** *** regarding a *** that he took delivery of on August 12, When operating the chair is makes clicking noises.On October 31st the customer was called and left instructions that he has been
authorized to get a replacement of the recliner for equal value, up to and including his purchase price of the unitWhen a replacement recliner is delivered, the recliner in his home will be picked up and returned to our distribution center.Kindest Regards,La-Z-Boy Incorporated*** **Escalation Specialist

La-Z-boy failed to deliver my furniture within the agreed time frameThey refuse to allow me to cancel the order and refuse to refund my deposit
On Friday, November 16, 2018, I made a $deposit toward the purchase of a sofa bed and a recliner on the express condition and assurance from ***, Assistant Manager of this store, that the sofa bed would be delivered no later than Wednesday, November 21, in time for guests to use over the holiday weekendThe balance of $was financed in good faith through a third partyI insisted that the purchased sofa be located in stock and that delivery assurance was available prior to the purchase*** was made aware that the recliner was not needed until Saturday, so it could arrive later and was in complete understanding that the purpose of this purchase was to ensure adequate sleeping arrangements and seating arrangements for a family gathering over Thanksgiving weekend
On Wednesday, November 21, La-Z-Boy delivered the wrong

Initial Business Response /* (1000, 5, 2015/08/17) */
Unfortunately the lines of communication with this customer have been crossed more than onceThe delivery guys didn't turn in the photos that they had taken of the sofa that was damaged at the time of deliveryWe were told about the ottoman
and the table but not the sofaThe table and ottoman have been reorderedThe table has shipped from the factory and should be arriving soonThe ottoman is expected to ship out the week of 9-5-
Upon speaking with the customer on Wednesday, 8-12-for the first time as the service coordinator I was told of the situation and ordered the necessary part that it will take to bring this customer's sofa up to LZB specifications and this part is expected to ship out sometime the week of 8-We will schedule the installation when the part arrives
I also spoke with the Springfield store manager and she agreed to give the customer a $price adjustment in the form of a refund check for all of the miscommunication and inconveniences that this customer has experienced with our store
We truly apologize for all of the miscommunications and inconveniences that this has caused this customerWe hope to have it all resolved in a few weeks

I had a phone conversation with Mr*** this morning and addressed the outstanding issues Our records showed a competed ticket and that is why we did not have further contact I was under the impression that Mr*** was satisfied with the direction we are taking as of this morning despite the communication error in our computer system We are looking in to the table issues today so we can satisfy this order expeditiously

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, 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,
*** ***

Hello,This issue has been resolved and the customer has been fully refunded. Thank you,

I spent close to $6K on a sectional sofaWithin two years the finish on the leather started flaking off in large chunks leaving black bald spots all over the seating surfacesTried to get it repaired or replaced, but noThey would notSince then, I've found out the leather they used was defective and lots of their customers have been ripped offDon't buy any La-z-boy productsIf they had any sense of responsibility for their products, they'd recall the products that used this defective leatherI suggest taking them to small claims court if you like me find yourself in this situation

The special ordered product will not be returned, nor a refund issued, based on an expectation of how a battery back up feature is suppossed to performThe chair purchased, as well as the battery back up feature are performing as designed, both in the home as well as the chair on display at our local store

Attached are copies of customer purchased order SO# ***, stating in "Terms and Conditions of Sale", Customer is responsible for a service/inspection charge for merchandise in their home for more than days Also, service tech reportWhich customer has signed.The customer t*** delivery on 7-**-14, she is now out of her warranty(warranty is year from date of delivery on labor and fabric.)As stated previously, as a courtesy we can try to repair the table and recliner, but the customer will have to pay the service chargeof Georgette C***Service manager

Due to ** *** dissatisfaction with the tailoring of the two recliners, we are refunding his money back to him,and we will also refund his sofa. thank you,Georgette C***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID# ***, and have determined that my complaint has NOT been resolved because:
As of current (12/*/2016) I have been contacted by the delivery service and they left a message informing me they have scheduled for a piof the sofa for the evening of 12/*/This piis not yet confirmed and I have yet to see any refund of merchandise.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12661506, and find that this resolution is satisfactory to me.
Regards,
Jean BrignonePlease call me at 608-318-to schedule a pickup date and time. Hope to hear from you soon

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I did see a credit posted back to my credit card for the deposit on the chairI'm waiting to hear back from the company that La Z Boy has the balance of the chair on it to see if it has been resolvedI also have explained to *** on the phone that if the person she has offered to fix my personal property is a professional furniture repair company, then there should be no reason why the company could not give me his name, address, license and insurance information? Also, she has a picture of the damage, and has not offered any money to repair the console table, which I'm asking for $to repairThis person should be able to give her an estimateThank you,*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We special ordered and received the items as selected per the customer in December 2015, with all documents signed to place order as listed
After pick up at Distribution center by Client's family and arrival at home, client stated item was not what she orderedAfter review of all documents and
comparison of fabric options in person to actual product in home and on order documents, it was determined that La-Z-Boy completed the sales order as requested and signed for by the client
After multiple calls and interactions with La-Z-Boy employees where all policies and procedures were followed correctly by staff, the client still maintained dissatisfaction with the product and desire to return what she ordered
Customer was authorized return of special ordered items on this specific orderFull refund has been offered as long as product is in condition it was picked up in from original location

Supplied documents have NO signatures showing that we understood their terms. The only initial and signature was on the page where the couch was received. How can Lay Z Boy state that we signed and agreed without our signatures? I believe they made a statement here. To reiterate my previous letter and information, our couch smelled so strongly we did not sit on it for about a week while we used fans to blow on it and we had our house windows open. Once we sat in the couch, we almost immediately realized the couch aggravated our back conditions, my lower back, an occupational injury which is documented by worker's compensation board, and my husband's neck and shoulders, an injury for which he has had surgery.As soon as we realized we could not sit on the couch, we stopped doing so and went to the store to seek a remedy. They never properly informed us of the terms of the purchase, they made the couch impossible to sit in because of the smell for the period of time they claim we had to return the couch, and the couch is not as advertised as is aggravates our existing medical conditions and does not give us comfort

received a phone call from customer demanding that we go pick up their month old power recliner claiming that the chair had started on fireBeing concerned and never having one of our power recliners just start on fire, we picked it up the next day and brought it in to our service department to
have it analyzedOur finding were that someone had moved or relocated the power cord path so that it was now getting pinched and had became frayed which eventually caused it to short out and spark causing a quarter size scorch mark on the wooden base and rocker blockThere was no evidence that the chair had been in a fire other then the small scorch marks. We also found it was plugged into a surge protector which it is not suppose to be plugged intoThe instructions clearly state that it is to be plugged directly into a wall plugIt was determined that this situation was not faulty manufacturing and their chair was performing prior to the cord being re-routed wrong causing the problem.We picked their chair up at NO CHARGE and replaced the entire electrical wiring harness, the rocker block and the rocker base all at NO CHARGEWe also absorbed the labor cost and was willing to return it back to the home, again at NO CHARGE. Their chair was repaired with in a week from the time we picked it up and then customer was contacted so we could return their chair to themThey refused to have their chair delivered back to them and so now their chair has been in our facility for months.The problem was not faulty manufacturing or faulty electrical components and like any other electrical consumer product, it is the consumers responsibility to use and maintain the product properlyHowever to show goodwill and to help the customer out, we decided on a locally level to absorbed all the cost to repair their chair. We still don't understand why the customer isn't grateful to us for saving them a lot of money. We cannot continue to store their chair in our service department and it needs to be picked up soon

Initial Business Response /* (1000, 6, 2015/10/07) */
Dear Revdex.com,
Thank you for the letter from Ms***
We are the office of the manufacturer here in Monroe, Michigan
Because we do not own or operate the store where the customer made her purchase, we have no control or jurisdiction over
their employees or their policies and procedures
The store is a privately owned and operated dealership
We are forwarding the customers complaint to the stores corporate office and headquarters for them to reach out to the customer about her request for partial compensation
Kindest Regards,
La-Z-Boy Incorporated
*** **
Escalation Specialist
Initial Consumer Rebuttal /* (2000, 20, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I did speak to *** about the reclinerShe informed me that they will pick up the reclinerI would like to see a total refund on the recliner, and for La Z Boy to be responsible for the damage in my home ( not ** ***)I have a contract with La Z Boy, not the delivery company, which makes La Z Boy responsibleI will not send anything to ** *** on the damage, because they have already notified me that they were not responsible for the damage because they subcontracted to someone elseLa Z Boy needs to be responsible for who they have contracts withI would like to submit the estimates to La Z Boy directly.*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The reason the initial response given to the customer; in which they were not allowed to return the sofa,is the fact that the customer had the sofa in their home for approximately daysWhether they used it or not makes no differenceThere are no retailers, of any kind, that take product back
with a full refund after this time periodThe people were in contact with the Comfort Care department at La-Z-Boy after the initial complaint, and I am assuming, were offered a cushion upgrade (called padding by customer)to a more firm cushion of which the charge is $299.It needs to be understood that we no longer have service people at our independently owned storeThis process of taking care of service issues changed about two years agoLa-Z-Boy Incthe manufacturer of all of our upholstery product, insisted that we no longer have our own in store service person,This time period between August and November was mostly with Comfort CareI, therefore cannot speak to what went on during this period.Customer brought cushion into our store,as stated, and a La-Z-Boy certified tech inspected the cushion and also placed the seat cushion on the same sofa that the customer originally sat in when they made their purchaseThere was no difference in the seat cushions, as to how they felt or sat.In cases where a customer purchases upholstery from our store and they do not get to sit on the item, or the item is in a different fabric, etcand the situation cannot be resolved through the Comfort Care techs, we are willing to work with a customer to resolve the issueIn this case the customer sat on our floor model sofa, and we delivered one out of our warehouseThe item was in exactly the same fabric and cushioning as the one the customer sat in on our floor.We also are taking into consideration that the customer stated their friends said the cushioning was “shot” meaning no goodWe offer many types of sofas so people can choose what is most comfortable for themWe have sofas on our showroom floor with the upgraded foam shown as an optionSome of our sofas have tight back cushioningWe don't know what the customers friends didn't like about the sofa, but the sofa that the customer received was exactly the same style, fabric, seat cushioning, that the customer sat in on our showroom; when the purchase was madeThe sofa the customer purchased, is one of our top three selling sofas over the past years, and we have never had a complaint

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Address: 8647 Pulaski Hwy, Rosedale, Maryland, United States, 21237-3007

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