La-Z-Boy Furniture Galleries

I have been doing business with Automation Specialists for many years and I find them to be extremely capable and professional....up to date on technology and product offerings Always ready to answer questions and take care of any problems that may arise ASI really takes an interest in the individual desires/needs of their clients! I highly recommend Automation Specialists for your home automation requirements

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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Lazy Boy responded to this complaint with the same answer that they have given me on three previous occasionsAs stated in my original complaint we are at an impasse and have differing opinions as to the deterioration of the fabric.Regards,*** ***

Told we had a lifetime warranty Twice, service person called out Now being told it is not covered under warranty Still not fixed!
We purchased a leather couch in early Payed over $ We were told that it had a lifetime warranty Less than a month after purchase, called to complain about the middle cushion not fitting correctly It was not the same as the other cushions and stuck out considerably Repair person came out and initially told us to just sit back on the cushion and it would eventually flatten out Wife insisted that he try to fix it He took it out to his van and brought it back in after supposedly removing some stuffing It still did not look right, and again he told us to sit back on the cushion and it would eventually flatten out to match the other cushions After a few months had passed and cushion had still not flattened out, we called back only to discover that the business had closed We were left with a couch that was not right and nowhere t

bought new Furniture, had faults I was told that the repairs would take week, weeks later I have no clue what they are doing with my furniture
Spent over 5k on furniture end of December and then waited weeks to receive the furnitureSince then my recliner has been in their repair shop for weeks with little to no updates, sent email after email seldom get a responseI also Purchased sectional from them at the same time, this is also having issues
Cannot get any response from customer service

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,
*** ***

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

Thank you for forwarding customer [redacted] complaint. We regret the customer isexperiencing concerns with her furniture.Upon reviewing the customer’s concerns I see the technician who services the customer’s areahas reached out to the customer and has scheduled her for a follow up visit on...

11-22-17 to obtainthe additional information and pictures needed to complete the review of the customer’s concerns.We apologize for the delay in the resolution being provided; this was delayed some due toadditional concerns being reported with other pieces the customer owns, after the initial callregarding the sofa.We will continue to monitor the progress on the service and work to provide a resolution to thecustomer shortly.Regards,La-Z-Boy Incorporated[redacted]Executive Escalation Specialist

I am rejecting this response because:Atlantic mazda was well aware of the enginge issue along with other issues some were repaired and some not.I was informed that it would take a mon th for the engine repair to be completed because they needed to wait for the warranty for what ever reason  After the repair of the "timing chain" the engine issue was still there and it is getting worse with ever passing day it is not repaired. I also have text messages stating the repairs were completed with they were not I also have never received any paperwork on any repair thet was ever made also there was supposed to be an inspection done and new sticker placed on my [redacted] witch was never done and to the mud under my suv my work parkin lot is a gravel lot with mud so that is illrevlant. I have attached text messages stating that they were aware t he enginge was still not working and also the saftey would be done witch it was not.

Initial Business Response /* (1000, 5, 2015/06/18) */
La-Z-Boy is a very reputable company who stands behind their product and their warranties. Everything is made and sewn by hand and sometimes service has to be done here locally once we receive the units. La-Z-Boy's warranty is to repair or...

replace the defective part and not the piece. Everything on a La-Z-Boy can be replaced. If these issues were found during the inspection at La-Z-Boy before they went out La-Z-Boy would not have just scrapped the piece and started over. They would replace the necessary parts. That is what we are allowed to do here in the field. We have ordered right and left arms and the seat which can easily be installed. The parts are being shipped to our Peoria warehouse. When we receive the parts we will call the customer and schedule the installation. In the meantime, the chair is in the customer's home for their use.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We paid at the time of placing the order $917.99. and that chair was not inspected at their Peoria Store. The poor workmanship is unsatisfactory for us. Now we feel if they do not want to totally replace the entire chair, not just parts, we will be demanding our money back for the total amount of the chair. That chair should never have reached our home. We are not allowing anyone to come in to our home and fix that chair. We will accept the other chair even though the mechanics were broken when it came to our home.
Final Business Response /* (4000, 9, 2015/07/02) */
LA-Z-BOY'S WARRANTY IS TO REPAIR OR REPLACE THE DEFECTIVE PART NOT THE ENTIRE UNIT. IF LZB WOULD HAVE NOTICED A DEFECT ALONG THE ASSEMBLY LINE THEY WOULD NOT HAVE STARTED ALL OVER BY BUILDING A NEW PIECE. THEY WOULD ONLY REPLACE THE DEFECTIVE PART. WE HAVE TECHNICIANS THAT WORK FOR LZB ONLY WHO ARE TRAINED TO REPLACE THESE PARTS. THE ARMS BOLT ON AND BOLT OFF. VERY EASY REPAIR AND CAN BE DONE IN THE CUSTOMER'S HOME. LAZBOY'S WARRANTIES HAVE NOT CHANGED SINCE 1992.

The customer service person told me that they won't fix my chair even after saying they would send someone out to look at it - in a month. This will be almost 2 months after I first requested help for it. She was using every reason she could think of for them not to fix it; first she said it was...

from our dog, then she said we didn't maintain it properly, and that our warranty wouldn't cover it. So, I'm thinking they already have their mind made up not to fix it no matter what. The problem is with the leather; not dogs or maintenance- we have a 10 pound dog, and We only wipe it down with a damp cloth like we were told to. We aren't asking for anything except it to be fixed, and if that's not possible to replace it like our warranty states.

Complaint: [redacted]
I am rejecting this response because: The sofa I selected WAS featured on the front page of your website. I did not select anything on line, I saw the picture and came into the store to buy it.  The only piece you had like the sofa, was the chair. The salesman did make it sound like there was a distinction between custom ordered (selecting this same sofa in red) vs regular order ( the version I selected from a picture on your website opening page.You WILL NOT keep my deposit.  I agreed to keep the sofa if you absolutely forced me to do so, which you are. You have my contact info. Email arrangements to have the sofa delivered and email  the Synchrony Bank paperwork corrected to reflect the sale of the sofa only-since I certainly can't pay cash for the balance of this sofa. I am through with dealing with you directly.  I will I'll be speaking to the Attorney General office next week.
[redacted]

My original response was not written or meant to be taken as " a nasty snotty response". I simply stated the facts from the original agreement and consumer warranty information attached to the product.  Currently we have agreed with the customer to make a ONE TIME EXCEPTION to send a service technician to the consumers home at NO CHARGE to take care of the customers concerns. The house call is scheduled for May 27th.

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:

[Your Answer Here]
The sales person DID NOT state that the protection plan MUST be purchased prior to delivery.. She had said that I can purchase the protection at a latter date. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer special ordered chair in custom fabric. The fabric DOES have horizontal lines that run acrossthe fabric. La-Z-Boy Manufacturing DOES NOT consider that specific fabric to be a stripe and will notmake the lines connect where the seam runs down the middle of the chair. We explained that to...

thecustomer and told him that it could not be corrected. Special order furniture has a NO RETURN POLICY.We generously offered the customer an in-store credit and offered to let them pick out any other fabricor even any other chair.Customer came into store December 6th and re-selected a different chair

Hello,I have personally went out to the customer home and looked at the two units.  I have offered the customer a reselect or refund.  They have chosen  a refund and am in the process of getting the units picked up and refunded.Thank you,

Complaint: [redacted]
I am rejecting this response because:1) At no time during the purchase process were we told the fabric would not line up. We were told that choosing that fabric would make the chair a custom order and that as such  the purchase would be non refundable.   2) When we saw the chair and pointed out the misalignment we were told that Lazboy makes no attempt to line up the pattern in the fabric even on a "custom" order. We were given the option of store credit but not a refund. 3) Rather than walk away from the $855 purchase price we settled on a different chair rather than the one we wanted. 4) It took 6 weeks to get the first chair. We have been told it will take 6-8 weeks to get the replacement. Overall our experience with Lazboy was one of the worst retail experiences we have had in a long time. We will never shop with them again.
Sincerely,
[redacted]

This sofa is not on our opening page it would have to be searched out. Home is our opening page and never has priced furniture on it. You would have to click on a category then a frame style and fabric. In this case the "Beckett was selected. Then a fabric would have to be selected and then price would come up. Home  Sofas  Beckett PowerReclineXRw™ Full Reclining Sofa the LZB website belongs to La-Z-Boy Inc., Monroe Mi. As an authorized dealer our locations are webbed into it. From the home page you have to select a product category, then select the style, then the fabric/leather, then choose the available options, and  then it will show you the choices made up along with price. Every single frame and fabric is cataloged on the website for customers to select the combination that best fits their needs and wants and then with a non refundable deposit we will order it for them.  It would be impossibly to stock every combination of frames and fabrics that is available. The sofa that we ordered for this customer is not what we stock in our local warehouse or show on our sales floor. When a customer comes to us with their selection they chose from the LZB website,  along with a non refundable deposit, we will  special order it for them. A non refundable deposit is taken prior to ordering the consumers choice of frame, fabric or leather and options of their choice. This is done to prevent people from changing their minds after it is produced. If we allowed people to change their minds after it is produced we would be stuck with a lot of furniture that was ordered for someone else and no where to show it. Every piece of furniture that we display on our showroom floors and back up in our local warehouse is strategically planned and ordered by professional merchandisers.If any one of our sales people were to lie to a customer about being able to get a refund on a special order just to get a sale, it would be found out immediately and they would be terminated immediately. The salesman who took this order has been with this company for several years and is very well versed on special ordering sofas. He has a long following of repeat customers and has received many compliments from his customers. Clearly this customer made her choice form the internet and not from our inventor. Because her personal  financial situation changed she expects us to take on the entire lose. If it was our mistake then we would take on the financial responsibility but when it is something that is not in our control then we will not. We feel bad for her personal financial situation but why should we have to take the loose after we did everything right. Even thou we have a deposit we will still lose because it doesn't cover the cost of the sofa that we have already paid for. Plus we will have to find a spot on our floor to sell it at a reduced price and hopefully make up the difference.

Manufacture denied original claim due to evidence of animal hair and multiple snags that are not consistent or characteristic of a defective fabric. Manufacture also checked this fabric for historical problems and didn't find any other reported problems. It was the factories determination that something other than normal use was the cause of the excessive snags.
When we requested a 2nd review the manufacturer requested additional photos. We notified customer and just received the pictures today. We have forwarded these on to the factory and are waiting for their response.

Initial Business Response /* (1000, 8, 2016/06/07) */
Contact Name and Title:[redacted]
Contact Phone: [redacted]
Contact Email: [redacted] originally received a phone call from the client who said that her issue was checked by a mechanic she...

knew and that the vehicle pcm(power control module) was the root cause why the car wouldn't work properly. She asked if by putting in the pcm from another car that it would need reprogramming. We said that it would need to be within a certain part number range and yes for the reprogramming. We also suggested that it would be best to have a Mazda technician verify the issue first before investing money in case the issue wasn't the pcm. The client called service on Saturday April 23rd and advised the vehicle would be towed in as it broke down on the side of the road. The advisor informed the client that there was no immediate space available in the shop right away and that it would be inspected at the earliest available time. Vehicle was towed in after hours on Saturday April 23rd .
On Monday April 25th, the [redacted] contacted the client via email to see if the client wanted the concern verified as the PCM issue before replacing it with the client provided part. The client stated she thought that it was a pcm but agreed to have the technician confirm. The [redacted] informed the client that there would be a charge between $** to $[redacted]. The customer agreed. We could not get the vehicle in the shop until late in the day because 2 of the technician called in sick. We informed the customer. After performing the initial diagnose, more time was required. The advisor contacted the client via phone and received approval to continue with the diagnose. (at an additional cost, which the client was also informed of)
After diagnosing the issue on Tuesday April 26th, our master technician found an issue with corroded fcm (fuel control module) and ignition coil #3. We informed the customer that the module and coil would need replacing before we could determine that the pcm would also be defective. The [redacted] sent an estimate for the repairs. The original estimate had .5 labour time to complete the repair, after consulting with the technician .5 labour time was added to the estimate because of the corroded condition of the bracket holding the fcm. The Client was also informed of this additional cost. It was approved. The technician also noted other areas that would need repairs and those were communicated to the customer. The customer said that she would pick up the fcm and have her ex-husband replace the ignition coil. The repairs were completed on Wednesday April 27th at 11:51 am and notification sent at 12:06.
We allowed the customer supply her own parts and was given a discounted rate of $[redacted]/hr versus $[redacted]/hr for electronic diagnose. The profits from a part sale are a contributing factor to help pay for the operating expenses of our business.
The vehicle information is automatically pulled when the VIN is entered in our dealer management system (DMS). In this case there was an error and the correction has been made in our dms.
The vehicle was attended to as soon as we had an available technician as the client was initially informed of. The running around for parts was the customer decision as she wanted to get their discount at another parts supplier. The customer was notified that she had other issues that would need to be addressed. We did not complete the repairs regarding the issue at hand as the client wanted to have it done herself. We informed her without those repairs the vehicle would not run properly. We also advised her there were issues that made the vehicle unsafe to drive.
At no time did the client have an issue with the information and/or quoted prices and/or repairs. The Client in fact signed the document as well as the prices during the entire process. The client came into the dealership to provide the aftermarket part they wanted us to install. All repairs as well as the charges were explained to the client at that time and were signed for. All was again reiterated to the client upon pick up. Again at this time there was no negative concern from the client.
We have emails from our communications with the customer if you require.
Initial Consumer Rebuttal /* (3000, 10, 2016/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] it wasn't just emails it was phone conversations as well I had all the repairs fixed on it that they told me was wrong within a 3 day period. I replaced all coils and wires. in the end they had told me their mechanic was a 100% sure it was not my pcm.[redacted]

The customer received delivery on 7-**-14, she had called for service on 7-**-14, for her end table and a mark on the sofa.  The techwent to her home on 8-**-14. He stated that the chrome and wood end table had a small rub mark on the table side, which he corrected.  The sofa's outside...

back and rear of both arms had rub marks which he cleaned.  The bottom shelve was slightly off by a 1/8 of a inch, which he could not correct.  customer signed report.      Customer called again for service on 6-*-15, stating the fabric was loose on the reclining chair.  Tech inspected the recliner on 6-**-15, and found the arms were normal and up to MFG standards.  There was a scraped on the LSS arm, which was from customer use.  Customer signed report.  As a courtesy we can see if a replacement shelve is available for the end table,also we can see if the arm fabric is available for the recliner.  Customer would be responsiable for the trip charge of 65.00 Georgette C[redacted]Service Manager