La-Z-Boy Furniture Galleries

Me and my family have done business with La-Z-Boy and in particular with Matt J*** for several years: Great furniture and Great Service Mickey M***

RevDex.comBeacon
Boulevard West Sacramento, CA 95691 Thank you for your recent inquiry in regards to our customer, *** ***. We appreciate your concern for our customers who choose La-Z-Boy to furnish their homes.We have resolved *** ***'s issues. La-Z-Boy Furniture Galleries takes pride in doing their best to solve any problems our customer’s experience. We are more than willing to address the concerns of our customers in a timely manner. We will be in contact with MsWilson directly to discuss the status of her exchange Please contact us at ###-###-#### if you have any questions

The sofa doesn't appear to have any broken parts.After sitting on the sofa for a few days we found that we both experienced pain - my lower back and leg, - my husband's neck and hands. We discovered this after using the sofa for a few days, 1/hour to hour at a time which was all the time
we could tolerate because of intense out gassingAs previously stated, we went to great lengths to provide air circulation around the sofa, as we were not able to be in the same room with it for approximately one week after deliveryThe possibility of returning the sofa never came up till we were able to use it.We are older folks, I am 72- this is an unfortunate situation.No one instructed us to read the small print on the sales slip, front or back. We were never told to sign the agreementWe never realized it was a matter of three days.Because we cannot sit comfortably on the sofa for more than to minutes without the result being painful, we find that it is not functioning as intended and is certainly not helping us to"Live Life Comfortably," La Z Boy's motto

February 8, 2017,On February 11, *** *** purchased a sofa from our *** ** store in the amount of $1,She also purchased a year fabric protection plan for the sofa.On March 7, 2017, Mrs*** came into our store to complain that the sofa was uncomfortable, she did not mention anything about an odor to usWe told her we were sorry we could not accept the furniture back, as it was past the day period after delivery given to cancel an order per the terms and conditions of the agreement that Mrs*** signedShe also signed the delivery receipt stating that she accepted the delivery and was in good working conditionIf she feels she has a service concern, she should contact Comfort Care, La-Z-Boy Service at ***.I have included all necessary documentation regarding this claim to support what we have reported is correctIf you have any questions regarding this matter, please feel free to call my office phone at ***, or email me at ***.Sincerely,Thomas ***General Manager La-Z-Boy Furniture Home & Decor*** *** *** ***
*** ** ***

Sales order 1125611DLUF was placed at the Town Center location 11/25/The purchase included special ordered item/s (including blue leather loveseat), quoting a standard 4-weeks for produictionThe product / order arrived 1/4/2017, within the alloted time frame, in which the customer was
notified via phone, and delivery scheduled 1/17/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 repairThe customer service department entered the concern in our database on 1/20/2017, days after delivery - not weeks after calling & emailing as suggested aboveAt 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 & extensionA replacement loveseat was ordered under sales order 0203711ECGW after acquiring necessary documentation of the concernThe new loveseat arrived 3/16/2017, again within the typical 4-week predictionDelivery ws scheduled for 3/29/2017, in which the loveseat was refused by the customer for having skewed upholstery workmanshipThe refused loveseat was returned to our service center to correct the upholstery work, with the understanding our master upholsterer was capale of correcting the issueThe 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 resultsA 3rd loveseat was ordered at this point, being the only avenue to satisfy the customer in regards to quality workmanship of a loveseatThe new loveseat arrived 5/13/2017, and scheduled for delivery 5/16/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 mistakeBeing 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 itemMultiple 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 homeWe 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 business hours at the customers' conveineceUp 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 involvedAfter 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 discussionPersonally, 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 - *** ***Customer Service Mgr

Dear Revdex.com, Thank you for the letter from Mr*** We regret to learn of the concerns the customer has experienced and have further investigated the orderIt is not practice for a piece to be delivered to the store for pick up therefor the stores do have limited space for housing the
piecesThe in store pick up was offered to the customer as a courtesy as he did not wish to pay the delivery chargeWhen pieces are delivered from the delivery truck they are very well wrapped however the delivery team does take back all shipping blankets and covers which is why the piece was uncovered for pick up in storeNo employee was in the chair while smoking however wind did blow dust and dirt insideDue to the customers experience the store offered to have a brand new chair orderedThey also took a $off of the order and did not charge for an in home deliveryAs a courtesy we would be able to offer the customer an additional credit of $If the customer would like to have the credit added to the order we would ask that he contact the store directly and this will be applied to his accountKindest Regards, Sydney GCustomer Service RepresenativeLa-Z-Boy Incorporated

I have spent nearly 10,for rooms of furnitureI have a rug and sofa with issues and have been unable to get anyone to come look at them
I have a rug that was purchased for a sunroom It has turned a yellowish color It is very noticeable and I am thinking it could be from the sunThe decorator knew it was for the sunroom I have a sectional that the fabric is such poor quality it is "beading up" and the cushions are not holding their shapeI have made multiple attempts by email, text and phone to their service department They had me take pictures and then determined from the pictures that "it is wear" The rug is less than year and was only months when I started this process
I also had one of the matching chairs delivered with the back loose and nails showing-- it took them days to get replacement to me and that was with me calling and emailing to follow up
Purchased 8/and 8/on the sofa
*** was sales rep and*** was designer
I'm h

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

Sorry we’ve missed each other. As I explained, when our products havehave no manufacturing defects we have to look at other possible causesto service issues. Like I told you on the phone, recliners are like a pair of shoesand I was simply trying to determine a good fitment for you as an
offer of reselectionwas granted. When you declined , I advised that refunds can take longer to processas we have to work with the stores to proceed. A recent message was sent to me:“Customer will be contacted 6/27/17” So you should be hearing from the store very soon. We appreciate your business and it’s unfortunate that this was the result.Perhaps we’ll see you another time

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 *** *** 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 *** ever contacted me so I began calling at the week mark(August 6, 2016) for statusThat is when *** *** told me it would be in soonNo one contacted me, again so on the week mark(August 20, 2016) I called *** 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 *** numerous times during that conversation I was still unclear as to which fabric was on back stockI was never offered to

*** ***'s chair was picked up by *** *** on Saturday 5-**-15. We have received confirmationfrom the delivery company, and have issued the credit to *** ***'s credit card, today 5-**-15.I had spoken to *** *** yesterday, and explained that most furniture repair companys do not offerfree esimates on repairs.*** ***

We have offer *** and *** *** a full refund for there purchased. If they would like to reorder the chair,we will eliminate the delivery charge. thank you, Georgette C***

Dear Revdex.comOn 8/20/a La-Z-Boy technician went to the customer’s home
and inspected the chair. He states there
is nothing wrong with the chair. The
noise the customer is concerned about is due to the ratchet mechanism
The customer was delivered on 4/1/and first called
us on 8/9/14,
unfortunately due to length of time in the customer’s home we cannot offer a reselection
Sincerely,Karen V***Customer Service Manager

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:
In my acceptance of the settlement I stipulated in my response I was only accepting if installation was coveredThe dealer is saying I need to pay for the labor
***

This is a statement from the salesman who waited on the consumer.When she ordered, the tables, lamps, and the chair were shown on our floor but were out of stock, so I told her if those did not work we would be able to take those off of her order The sofa on the other hand was never shown on our floor So, when she contacted me about her brother I told her I could see what I could do about the tables, lamps and chair, but the sofa was absolutely a special order and we do not refund items that are special ordered. *** *** This employee is following company policy and procedure, the sofa is non refundableIt was specially ordered for the customer and is not regular stocked inventoryWe ordered it on behalf of the consumer and have already paid the manufactures invoice which is a lot more than the depositNow we expect to be paid for itThis is a very standard procedure and ethical practice for any industry that is ordering something that is not regular stocked merchandiseThe consumer financing offer is a monthly payment option offered to the consumer as an avenue to pay for the goodsIt is an option, not a requirement to purchase from us It is very typical in all retail industries to offer 3rd party financing. Ultimately the consumer makes their buying decisions and should abide by the agreement Everything about this purchase, policy and procedures is a very common and way of doing business in any type of retail

Dear Revdex.com,Our office contacted Mr*** on December 2nd and advised him that he can get a replacement of the sofa.Please have Mr*** contact the store where his purchase was made for them to work with him on getting a replacement sofa.When a replacement sofa is delivered to the customer, the
unit in his home will be picked up and returned to our distribution center.The customer is authorized to reselect another sofa for equal value, up to and including his purchase price of the unit. If the customer chooses something that costs more, he would be responsible for the difference in price. If the customer chooses something that costs less, the customer will not be refunded the difference.Kindest Regards,La-Z-Boy Incorporated*** **Escalation Specialist

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
HelloIs it possible to reopen this because I still have not gotten a new couch or any sort of resolution whatsoeverAgain a week ago they said they would call me and they still have not called this is not resolvedPlease help.
Regards,
Dawn ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
How can you say you are unaware of any service problems?
We have one damaged table waiting replacement and another table that has never been delivered
Your salesman, ***, said we would be discounted "probably 10%" on the items that were late.
The decorator who worked with us never came to the house as promisedAnother decorator came out with only the first deliveryShe was very nice but was completely unfamiliar with the plan

The worst customer experience I have ever had!