La-Z-Boy Furniture Galleries

I am rejecting this response because:They have not refunded our deposits, $on Discover Car and $on Visa card. Also, bizarrely, we just received a package in the mail from them with parts! We have no idea why that was sent to us since they told us the chair was unfixable and they took the chair away on 12/19/Not sure what to do with these partsThis company is so sadThey still can't get it right

The customer called with a complaint of creases in the seatWe immediately ordered a new seat with --no questions to the customerThe customer did NOT call numerous timesThere may have been contact back and forth to the customer as to when new seat would arrive, and setting up a time to replace
the seatOur tech replaced the seat on FebWhile the tech was at the house the customer claimed the fabric was defective and wanted a new chair, even though the new seat was fine, while the tech was in the homeAt the same time the customer said they were going to dispute the purchase through their credit card companyThe tech reported this to me on Feb I am now in Limbo because I have to wait for the letter from the credit card company to respond to that alsoThe customer never called and asked to talk to any Management personI doubt the outcome, where we stand today would be any different thoughThe customer has a warranty on their entire chair until JanMy personal feeling is the customer just doesn't like the fabricIf the customer would have contacted the store with "I don't like the fabric", rather than a issue with the way the seat was upholstered--maybe we could have worked something outRight now my hands are tied until I can respond to the credit card dispute. *** *** ###-###-#### La-Z-Boy Home Furnishings and Décor Madison, WI

Complaint: ***
I am rejecting this response because:This response is not only defamatory in nature, but is patently untrue This character of this reply is the precise reason I filed this complaint Rather than acknowledge when their team makes glaring mistakes like allowing over $of a customer's property to sit in a warehouse without so much as calling for one WEEK, not one day, LaZBoy attempts to point the finger at the customerAlso, I was told my rug would arrive in 1-weeks, not several weeks, as was the case for the furniture which was being built (the manager chooses to call the rug "special order" because it was purchased from a third party, not because it was especially for me) When the rug had not arrived in weeks I called to politely inquire because I was told it would be in within that time frame When I finally learned that my rug had arrived, I was instructed to pick it up at the warehouse I was provided with an address only None of the three people I spoke to at the store (designer, sales associate, manager) informed me that I would need to call ahead to request that the special coating I had already paid for be applied, nor was I ever provided with contact information for the warehouse Our sales associate repeatedly declined to make inquiries and failed to return calls despite telling us when we were contemplating a purchase that we would receive updates as our furniture moved through the various stages of production You will note that I did not complain that my furniture was late, despite LaZBoys attempts to make this about the time frame for delivery and my character My complaint was and is that the lack of customer service has been glaring from A to Z My husband and I both make a good living and despite the claims in this response, our concern with the initial associate was not the minimum order amount, but rather that we were told when we called to schedule the designer that we would have to purchase accessories in addition to the more than $of furniture we already had planned to buy On every occasion that I inquired regarding the tenets of the in home design program, I received a different response This organization lacks leadership and structure and is why not only myself and my husband, but many of their customers are dissatisfied with the experience and will not return as evidenced by Revdex.com complaints in the last months alone against this store My husband and I are both high level professionals with advanced degrees working in professional settings If I conducted myself in the manner asserted in this defamatory response, I would not be where I am in my career I do not appreciate these attempts to slander my character in addition to failing to recognize poor service At no juncture was there name calling or belittling of any kind, only requests to follow through on promises which were not kept and service which was not happening My husband and I at no time asked for a specific delivery time We did object to being asked to block an entire day, as even after all of the shortcomings of this organization, they declined to provide a window for delivery until the day before Only when I called the store owner were we offered a delivery time so that we did not have to block the entire day Again, we are busy professionals and most companies give a four hour window weeks in advance I am happy to provide my call logs proving that no call was made to inform me that my furniture had arrived Again, I am a professional and monitor my phone closely No one else is telling me they have left messages which were never received When I called and voiced this concern to a manager, both my husband and I were told "that's not possible." The store manager later recanted when she realized it was in fact possible and that my furniture had been sitting in the warehouse, though she continued to assert that her associate had called The only call I had received was one week prior stating my furniture had shipped and would arrive in days to two weeks, which was why I called to follow up and discovered it had been sitting there for one week We were repeatedly denied an explanation as to why two small couch pillows ($150) took longer to come in than the chair which was built from the ground up We have still not received the pillows, despite being told when the rest of the delivery came that they would be in at the end of the month It is now 9/and we have received no updatesYou will note that even in the reply above, we were told they would be in by the end of the month The fact that no one has updated us despite the failure to meet this claim as well is an example of where this organization is lacking I request that this complaint remain open until these have been delivered It should also be noted that the store manager was highly insulting and offered no accommodation or apology until I contacted the store owner Even at that time I never received an apology as asserted in this responseI have seldom had the displeasure of not only dealing with an organization that repeatedly fails to communicate and provide service, but also insults the customer when they ask a manager to address shortcomings This, not the timeline or the pricetag, is the reason that I chose to file the second Revdex.com claim I have ever filed I believe companies, and particularly retail establishments, should treat customers with dignity and respect As you can so clearly see from the response above, this has not been the case at any stage in this very unpleasant process I appreciate Revdex.coms attention to this matter
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

You
have missed the point of my complaint I was NOT told the safety battery back up system was only good for ONE use! Either the salesman was not familiar enough with the product or he lied by omission in order to obtain a sale I find it very hard to believe that a company like Lazy Boy does not stand behind their productsPlease make arrangements to pick up this chair.Complaint: ***
I am rejecting this response because:
Regards,
*** ***

We purchased from *** *** of LazyBoy Galleries, Huntsville, AL two sofas and three tables on 7/3/for a total cost of $under PO# 105BH-0147; they were not delivered until 12/31/ Payment was made under a 12-month GE finance plan (#112) The sofa of interest to this complaint has SKU# XX XXX, Style XXXXXX, fabric# XXXXXX and cost $with an additional $for a 10-year fabric protection warranty On May 18, 2017, my wife had an accidental spill of fingernail polish down the side of the sofa The next day, Friday May 19, I called Ultra Shield about the problem They told me that fingernail polish stains are not covered under the warranty...period No suggestions, no help whatsoever I re-read my warranty and there is no mention of fingernail polish being excluded Ironically, cigarette burns ARE covered On May 20, I wrote both Ultra Shield and LazyBoy asking them to clarify why my 10-year fabric warranty did not cover this accident As of today, J

As stated on the customer invoice, which she signed, merchandise is not returnable.The information about the operation of the chair on the web site, is clear and correct.La-z-boy Galleries is a independently own store, and has a no return policy Thank you,*** ***service
manager

Mr *** ordered a King Size bed from La-Z-Boy Furniture Galleries, that was indeed very late in it's arrivalUnfortunately the manufacturer (***) was not able to fill the order as quickly as we would have hopedUpon arrival the bed was delivered to Mr *** and he was not happy with item
and refused deliveryThe product was brought back to our warehouse and the order was voided in our systemThe bed was ordered without a deposit from Mr*** and since he did not accept delivery there were no monies involved in this transaction

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.I presented the required paperwork to the business desk, and was refunded the full purchase price which I have verified has been credited to my credit card.Again, I thank you for your efforts aand assistance in getting this matter resolved
Sincerely,
*** ***

This letter is in response to the complaint filed by *** *** concerning a rug she purchased** *** purchased the *** brand rug on September 30, and it was delivered on December 14, *** rugs are warranted by the manufacturer for months from the day of deliveryMs
*** notified the store in March that the rug was not satisfactoryWe immediately contacted *** since the rug was only months past the warranty period to see if there was anything that could be doneWe related the story to the manufacturer just as *** *** related it to usThe manufacturer denied the claimS*** had questions as to how the rug had been stored for the months that it was not in use and the maintenance performed to the rug (ieVacuuming, sweeping, etc.) We again related the details just as *** *** explained it to us. Again, *** stood by their warrantyWe even went as far as sending pictures of the rug to *** along with the details and the manufacturer stood firm*** *** requested to speak to the sales rep from *** The manufacturer indicated that it is not their policy and all correspondence must go through the storeIt is unfortunate that *** *** is unhappy with the rug she purchasedHowever, the manufacturer, *** sets their own policies and procedures and we at La-Z-Boy cannot force them to alter themThe warranty on all products made by *** as well as all products sold in any La-Z-Boy Furniture Gallery meets or surpasses the approval of all *** *** in all States and La-Z-Boy stands by each product sold in accordance

I request the defective recliner be repaired under warranty at no cost to us, or that La-Z-Boy give us a full refund and pick up the recliners
Caveat emptor is alive and well in Huntsville, AlabamaLa-Z-Boy will not back up their reclinersWe bought two recliners that seemed expensive, but we thought La-Z-Boy had a good reputationWe soon learned differently***, the Huntsville store manager, refused to even listen to me, when I complained about the lack of repairI requested the defective recliner be repaired under warranty at no cost to us, or that La-Z-Boy give us a full refund and pick up the recliners, so we can buy from a company that backs their products
There are two design defects in the system, and we quickly encountered a problem
There is a small transformer, smaller than the power supply for a laptop computer, with a VAC power cord and a low-voltage cord of the same lengthThe excess length of the 120-volt cord allows the transformer to be caught u

Good afternoon, I find it difficult to accept that Mrs*** has stated that she has found our store difficult to work withMrs*** has had some issues with the recliner she purchased from our store in Rocheter, N.YLa-Z-Boy corporate service, called Comfort Care, has tried
several times to repair the chair to the satisfaction of Mrs***After stating her dissatisfaction, they granted us an RGA, Return Goods Authorization, meaning we could send her original unit back to La-Z-Boy and give her a new oneMrs*** came back into the store and selected a different style in a different cover, opting to go to leather instead of fabricThe new piece was ordered and shipped into our regional distribution centerWhen contacted to schedule the exchange Mrs*** stated she was going to cut the fabric off the back of the chair so she could make herself a set of arm covers for the chair she had remaining in her homeOur Sales Manager then called and explained that she was not able to do this as the chair she was returning would be donated to Habitat For Humanity, and if would not be fair to leave someone with a back of a chair missing fabricAt this point the customer threatened to call the Attorney Generals Office and you, the Revdex.com if we would not allow her to cut the fabric she wantedI at that point got in contact with La-Z-Boy corporate and had a phone rep find me a yard of this fabric, which has since been retired, and send it to me for Mrs*** to use, free of chargeI called Mrs*** and explained what I was able to provide for herThe exchange was then scheduled for July 6,On July 5th we received a call from Mrs*** stating the delivery time she was given for the next day was not going to work for her and threatened to cancel her sale and demanded her money backI was once again called to move around all of our deliveries for that day to accommodate Mrs***, which I did, giving her the time she requested less than hours prior to deliveryThe day of delivery, before the delivery team arrived to her home, Mrs*** called stating she believes the chair is the wrong colorShe confirmed with me that the chair she ordered is brown and is now claiming she ordered a shade of off whiteI have been with La-Z-Boy for more than yearsI have rarely seen a customer with a more difficult situation than this that I have not been able to satisfy as proof of our A rating with the Revdex.comI have explained to Mrs*** her options, A) schedule the exchange of the chair she has picked out and the yard of fabric we have provided at no charge, or B) keep the chair that she has in her homeAt this point with the time, money, cost of fabric and repeated delivery and service calls we have invested, a refund is simply not possibleIf I can be of any help to the Revdex.com please feel free to contact me at either *** or at ***Mrs*** is welcome to call the Rochester location to either schedule her exchange or cancel the RGA mentioned above.Regards,Thomas ***

After only 1/years the seams are coming unsewed on the recliner which was expensive and hailed as a great product
The recliner was purchased in March I also purchased the fabric warranty The seat of the recliner is coming apart at the seam and I called about getting it repaired The company said it only had a year warranty on the fabric and that the extra warranty only covered rips, tears and burns The seat is ripped from the seams coming apart I would think that an expensive piece of furniture should last longer than 1/years before coming apart especially when we are not "hard" on furniture There are no children in the house and only my husband sits in the recliner

I have spoken with *** *** today August **, 2017, and she has agreed to have a service tech come to her home on August **, 2017. At that time the tech will do a full inspection of the recliner and correct any issue that *** *** has with the recliner. Thank You,*** ***

The customer has been contacted, and approved, to return the product in questionUpon receipt of the item, an inspection will take place to ensure the product is still "as new"At that time, a refund via charge card will be issued

There was no problem with the sales staffHowever, the quality of merchandise when it was delivered was exceptionally shoddy The company prides itself in the product being made in America The workmanship is SHODDY! Seams aren't sewn straight, strings hanging where they should have been cut, and raw edges of fabric showing where it should be tucked inThe fabric on the back of the sofa can be gathered in your hand; this should be tight with no ripples

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12652226, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
Regards,
*** ***

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

Dear Revdex.com:Thank you for the letter from Ms***.The squeaking that she is experiencing is not a manufacturing or material defectThe units are built as designed.Per the Terms and Conditions of sale, the warranty is to repairThere are no refunds available.La-Z-Boy will continue to abide by the warranty terms.Kindest Regards,Autumn W.Comfort Care Representative

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

*** *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***