La-Z-Boy Furniture Gallery

January 20, 2017Dear ***:We are in receipt of a letter dated January 3, 2017, which was addressed to the La-Z-Boy Furniture Gallery in York, PennsylvaniaThe store which received it states it was the first letter they had receivedThey had not received any previous Revdex.com letters in regards to
this customerThe letter was forwarded, via email, to our corporate office on January 17th.The customer is scheduled for a technician to visit his home tomorrow, January 21st, to evaluate which parts are needed to complete repairs to his sectionalThe technician has also been asked to obtain all the product identification information from the togs below the various pieces in the sectionalThe customer previously hod been scheduled for service on January 7th but it hold to be rescheduled due to the technician in his area being injuredPrior to that, the technician went to the customer's home on December 22nd but no one was homeOnce we receive the technician's report, our parts team will review it and the necessary parts will be orderedOnce the customer receives the parts, he will be instructed to contact our office and will then be scheduled for the installation of the partsOur warranty is limited to the repair or replacement of defective parts.Thank you for contacting us and allowing us the opportunity to respond.Kindest Regards, La-Z-Boy IncorporatedKim FComfort Care Representative

I ordered LaZBoy loveseat and I am unhappy with their slow delivery and quality of product - still dont have it resolved.Ordered in La Z Boy loveseat in Feb. Delivery was delayed several times. Recv'd June 5. Product not satisfactory. Still haven't received the new arms and they havent been made yet. WANT MONEY BACK.TOTALLY VERY UNHAPPY WITH THEIR PRODUCT and SERVICEDesired SettlementRefund of $1793.32Business Response /[redacted]/We certainly apologize the customer is having an issue with their furniture. It is our understanding that Lazboy corporate (manufacturer) is working directly with the customer to address their issues in accordance to the manufacturers warranty.Consumer Response /[redacted]/I still do not have the new replacement arms because the the present ones were not satisfactory. The order for the LaZBoy love seatwas placed Feb. 2015. This is very poor serviceand is unfair that I have had to wait so long and still don't have it resolved. I want my money back.Final Consumer Response /[redacted]/They replaced the two arms and filled the seats and back with proper material.They came 8/21. Not satisfactory time wise since we ordered in February.

Complaint:Purchased sofabed [redacted] Qn Sleeper, Stock #XXXXXX BXXXXXX [redacted] AND [redacted] fabric protection plan on May 21, 2014, from sales person [redacted] (at which time we did NOT receive an [redacted] service agreement" or any paperwork, other than an [redacted] sales brochure). [redacted] stated that we needed to buy the fabric protectionit wasn't really an option. Sofa was delivered May 28, 2014. That night, a cat urinated on 2 of the sofa cushions. Per the [redacted] brochure, we contacted [redacted] on May 29, 2014, leaving a message for [redacted] called back May 30, and stated "[redacted]" would call to schedule a technician. She instructed us to NOT treat the fabric covers, but to treat the foam cushions, which we did. The cushions had no odor. The fabric covers had visible stains and odor. On June 2, I called [redacted] having heard from no one. She said if we didn't hear from a technician by 6/6/14, to call her the following Monday. Since we weren't getting anywhere with [redacted] I called the La-Z-Boy store on June 5 at 11:50am and spoke with the store manager [redacted], who said he would talk to [redacted], the General Manager the morning of 6/6/14 and get back to me. I did not hear from him, so I called him on 6/6/14 at 4:40 and left a message. He returned my call at 5:20pm, and stated that even though they had sold us the fabric protection, they couldn't do anything about itwe would have to deal with [redacted] I asked to speak with his Gen. Manager, and he stated she would be in the store on 6/7/14 from 10:00-7:00. I visited the store on 6/7/14 at about 12:30, and was told that [redacted] had just left and would not be back. During that visit, [redacted] was patronizing and condescending to me, and very unprofessional. On 6/9, having heard nothing from [redacted] I left a message for [redacted] at 8:50am. I left another message at 12:40. At 1:42, I received a call from [redacted] at [redacted] asking if the stain came out. When I said we hadn't received a call from ANYONE, she gave me back to [redacted] who said she'd call [redacted] Upholstery" to see why we hadn't been scheduled. Not receiving a call, I left another message for [redacted] at 5:10pm. On June 10, I left another message for [redacted] at 12:10pm. Finally, at 1:50pm, I received a call from [redacted], [redacted] supervisor, who stated that the technician said he never received the email work order from [redacted] and that he'd call me today. He didn't. On June 11, I left messages at 9:00am for [redacted] at [redacted] Upholstery, and at 10:50 for [redacted] at [redacted] called later that day to schedule his visit. He came on June 24, 2014, and worked for 1.5 hours on the cushions. He stated that the "visible stain is gone, but the smell may come back." It did. I left a message for [redacted] on June 25 at 3:00pm, and again on June 26 at 1:22pm. I finally spoke with [redacted] on 6/27/14 at 1:20, who stated that [redacted] "does not cover odors". She referred me to her supervisor, [redacted], who said the same thing, and said it was spelled out in the Service Agreement we received at purchase - which we never received! I said the brochure states the protection covers "stains & damages". I consider the cushions damaged since the urine odor is still strong and the cushions cannot be used. [redacted] refused to do anything.We once again called the store on June 30 to speak with [redacted], whom we were told by [redacted] at the Falls of Neuse store that [redacted] was "off" Sunday and Monday, and that she would be in the Glenwood store on Tuesday, July 1. We visited the Glenwood store on July 1 and were told that [redacted] was "off" today. We then called La-Z-Boy corporate offices and spoke with [redacted] and [redacted], explaining the issue. They stated that the Falls of Neuse store is not a "corporate" store, only a "licensed" store, and we would have to deal with the store directly. We are completely frustrated at La-Z-Boy's lack of customer service and support for the product they sell.Desired SettlementSETTLEMENT WE ARE SEEKING: We want La-Z-Boy to REPLACE THE TWO DAMAGED CUSHIONS that [redacted] was unable to repair. The [redacted] brochure states, "If the technician is unsuccessful" then "[redacted] will replace the affected portion of the furniture at no cost to you." We are lodging our complaint against La-Z-Boy because THEY sold us the protection plan, failed to give us the proper paperwork, and have failed to assist us in remedying the problem.Business Response We certainly apologize that the [redacted]'s have had such a time dealing with this issue. I can not imagine the frustration they must have felt having "a cat" urinate on their brand new furniture. What an unfortunate event. In the interest of their satisfaction, as a courtesy, we would like to not only refund them the amount they paid for the warranty (69.99 plus tax) but also, replace their seat cushion casings. We are doing this as a one time courtesy and this will void any future claims they may file against their [redacted] warranty. As previously stated, odors are not covered within [redacted] warranty or the manufacture's warranty. We would also like to thank the Revdex.com for your time in dealing with this matter.Sincerely ,[redacted]Consumer Response Kudos and a heartfelt "Thank you" to the local La-Z-Boy store franchise owners, Mr. and Mrs. [redacted], for intervening and replacing the damaged cushions on our La-Z-Boy sleeper sofa. My husband and I were completely frustrated and dissatisfied with the issue of fabric protection coverage, despite numerous conversations with the local store manager, his manager, the fabric protection company, and La-Z-Boy corporate headquarters. This "It's not our responsibility, take it up with THEM"process dragged on for nearly 10 weeks, involving dozens of back-and-forth phone calls. All the while, we, the customers, were caught in the middle with a $1600 sleeper sofa we were unable to use. My husband and I reluctantly decided to file a complaint with the Revdex.com. As a direct result of the Revdex.com complaint, the aforementioned La-Z-Boy franchise owners, Mr. and Mrs. [redacted], responded kindly and quickly, offering to work with us to set matters right. As of this writing, we have now received new, replacement cushions for the sleeper sofa, and are very happy to finally be able to use our new couch. We regret having to file the Revdex.com complaint, but it demonstrated Mr. and Mrs. [redacted] stand behind their products and really do care about their customers. We hope all of the "It's YOUR problem" folks will learn from, and put into practice, the example of integrity demonstrated by Mr. and Mrs. [redacted]. Many, MANY thanks to both of the [redacted]s but, especially, to Mrs. [redacted] who, from the outset, displayed concern, cooperativeness, and a desire to set things right.

delivery was to be in 6 -8 weeks. It is now 12 weeks and the furniture is still not ready. I purchased a sectional couch, a lift chair for my husband, an ottoman, a rug, pad, and lamp and pillow. The purchase was 06/04/2016. I was given a delivery date by the sales woman, [redacted] of 6 -8 weeks. I called them on approximately 8 weeks later around July 30 and was told that they were waiting on all the pieces and it might be August 29 before the delivery date.I called today Friday August 26 to see when the delivery would be. The manager told me that they still waiting for some of the furniture to be made and he did not no when the delivery would be. I told him that the saleswomen said 6-8 weeks and she said that for custom orders it is at least 10 weeks. I told him to cancle the ottoman which cost arount $750.00. He said I would have to pay a restocking fee of 50%. 50% restocking fee on furniture I have not received. I also gave them a down payment of $1600.00 on purchase.Desired SettlementI want the funiture that I purchased delivered in a timely matter. I wold expect it to be delivered by September 10. That is 14 weeks from purchase not the 8 weeks that I was given. I want the ottoman canceled with no restocking fee. If the furniture will not be delivered by Sept 10, I want a full refund.Business Response La-Z-Boy FG of Greensboro doesn't have a record of a customer [redacted] from 6/4/2016 and no sales associate by the name [redacted] Please notify if under different name. POS didn't have phone number in system either.Our Special Order Policy after three day "buyers remorse period" is no cancellation or returns after the items have been ordered.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The purchase was made at 2530 Walnut Street Cary, NC store. I'm sorry,I didn't realize that the complaint went to the incorrect store. I would think that Laz Boy stores would have a computer system that shows all customer purchases in North Carolina. The purchase was made on 6/4/2016. The saleswomen was [redacted] After I submitted the complaint to Revdex.com another manager called to apologize for not letting me know about the delay. He said that he just came to Cary from Greensboro store. My complaint still stands, I have spent a lot of money for this furniture and i'm not happy with the customer service. Final Business Response After reviewing Mrs. [redacted] order it appears that all of her furniture is in and is scheduled to be delivered on September 16, 2016. We certainly apologize for any inconvenience.

Can't get help with one of two chairs that is broken. I don't get call backs or help for chair that are less than a year old.Bought to chairs and was told they have a lifetime Warrenty. They are less than a year old. Call store, no one answered during business hours. Left message on machine. Called back over two hours later was told to call a 1855..... Number. Called never got someone to answer that number. Called back to store [redacted] said he would call and he took my number. Still have heard nothing. Chairs was bought on my visa.Desired SettlementI want the customer service that was told to me. I want my chair fixed and given proper customer care.Business Response We are certainly sorry that Mr. [redacted] is having an issue with one of his chairs. Mr. [redacted] is correct the chairs do have a lifetime warranty on the frame and mechanism parts against manufacturing defects. Labor is covered for the first year. All customer service is handled directly by the manufacturer. In order for Mr. [redacted] to have his chair serviced he will need to contact the Customer Service line and schedule to have the chair inspected. The customer service number is [redacted] Consumer Response They have to answer the phone before you can get an appointment. I was told "we stand by our chairs lifetime repairs on hardware and frames" there was no saying of a year later it's the parts not the labor so that's now something else that that I am being let down with. I went with La z boy because I thought it was a good company, but now that now I'm being left out with a chair that's less than a year old and broken, that's just getting passed around. At this rate I want to return the chairs and just get my money back. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Request has been tried. When leaving messages and call to stay on hold with a computer voice for 23 min and still get nothing, you go to where you bought and to what you was told who stand by their product. Even to date still have not received a call. Still have broken chair with no idea if it will get fixed. Final Business Response The manufacturers service department attempted to contact the customer on December 31, 2015 at 10:49am. I appears the number we have on file for Mr. [redacted] is incorrect. The number we have on file is [redacted] Mr. [redacted] needs to call the manufactures service department and confirm his contact information. On the same call he will be able to schedule a time for a technician to inspect his chair for manufactures defects. He can reach the manufacturers service center by calling XXX-XXX-XXXX.

Complaint:We purchased a Lazboy Recliner on March 7, 2014 from the Glenwood AvenueStore. My mother who is 91 years old complained that the chair was notcomfortable, the springs in the seats were not comfortable, the arms of thechair buckled in. We paid over 1,000.00 for the chair, not acceptable. Icalled the store in September to tell them about my concern. I was toldthat a representative comes to NC once a month. He lives in another state. I was given his number, I called him several times, finally he came to seethe broken chair and validate my complaint in November 2014. I was toldthat the arms for my chair would be replaced in January and the seat of thechair would be reinforced. Approximately, January 20, I called Lazboy onceagain and was told I had a new local representative. I was given hisnumber, I HAD TO CALL AGAIN and track down my representative. On Saturday,January 24th my new Lazboy representative came to my home to take morepictures of the broken recliner. On January 28th I called the home officeand was told that my issue would be resolved. After several calls toLazboy yesterday February 19th a replacement number was sent to theGlenwood Avenue store. Once again, I went to the Glenwood Ave. store. Idid not want a replacement. I was told that I could not get my money backjust a replacement chair. I do not want another Lazboy product. Pleasehelp me get my refund.Respectfully,[redacted]Product_Or_Service: riley high leg reclinerAccount_Number: XXX-XXXXXDesired SettlementReturn merchandise for full refundBusiness Response /[redacted]/We are certainly very sorry that [redacted] is not satisfied with our resolution to her problem. However, we have acted within the manufacturers warranty that she agreed to when she purchased the chair. The manufacturers warranty clearly states; "Warranties are for repair, replacement, or substitution only, in La-Z-Boy's sole discretion. Refunds are not available."I have attached an excerpt from the manufacturers warranty for the Bureaus review. Thank you for your time in dealing with this matter.Consumer Response /[redacted]/No additional information to provide.

Defective and damaged furniture was delivered after waiting for more than two and a half months.We placed our order on 12/30/14 and was paid in full. We bought 5 pieces - two Leo Ottoman, 2 Midtown swivel occasional chairs and a loop ottoman. Due to The La-Z-Boy brand we had decided to go with this store,though after long wait(no follow up on delivery date status from the sellers), the order arrived. The loop ottoman is defective which was noticed right away. The Delivery people were rushing us to inspect all the pieces. With in a minute, we called the store to inform about the damaged swivel chair. The delivery team came back though they fail to complete the report correctly. Since then we have visited the store several times and have not received any customer service. We feel like that once they sold the furniture and got their money, they are not interested in helping their customer. We had asked them to take the furniture back as we are not happy with it, as brand new pieces are defective and damaged that does tell me about the quality of the furniture is not to our satisfaction. Please help.Desired SettlementWe would like to return the swivel chairs and Leo ottoman for refund. We would get a replacement for the loop ottoman.Business Response /[redacted]/Contact Name and Title: [redacted], Exec. AsstContact Phone: XXX-XXX-XXXXContact Email: [redacted]@lazboyraleigh.comWe apologize that Mr. [redacted] is not satisfied with his purchase. We have spoken with Mr. [redacted] and are sending our designer out to his home to assist him with his reselection. We certainly want Mr. [redacted], and all of our customers, to be happy with their furniture and will do whatever we need to do to make that happen.Thank you for your assistance with this issue.

Purchased 4 pieces and 3 of them had issues the day they were delivered. Have tried to get support and repair since Superbowl.I purchased 4 pieces and upon delivery noticed issues and immediately called [redacted], the store manager since my sales person quit or got fired, and even sent photos to him at his email address. He agreed they weren't right and said service would come out. It took multiple calls and emails to finally have someone come out. I took off work and that person worked on one piece and then said he didn't have time to do the others and would come back. That was 3 weeks ago. I followed up again with [redacted] at the store who said to call his person handling issues, [redacted] She said she would get someone to call me and when I told her about my chair being hard to get out of, she said I had the wrong size chair, that it was made for tall people. I relied on my Lazyboy sales person to sell me the right piece for my needs based my needs. [redacted] said I should come in and work with a new sales person who would help me get the right chair. When she called me back today, she said her manager and district manager said sorry couldn't help on that. I still haven't received a call from service and I think Lazyboy has dropped the ball way too many times. They would rather sell someone something wrong and provide poor support than take care of a customer. It is a shame because I have been a loyal customer for many years.Desired SettlementI want service to fix the fabric sewing on one piece, have the other piece treated with the stain protector that I paid for and allow me to either get a refund or swap out for a chair that properly fits. Business Response /[redacted]/We apologize for [redacted] concerns regarding his La-Z-Boy Furniture purchase. On March 14, 2015 a manufacturer's service tech visited [redacted] home to address his concerns. According to La-Z-Boy Inc.'s service department, [redacted] is satisfied with the service he received by their tech. Consumer Response /[redacted]/The company did send out a tech after multiple calls and emails. Such a shame they let it develop into this. Still, no one from corporate or the owner of the franchise in this area called to apologize. Final Consumer Response /[redacted]/(The consumer indicated he/she ACCEPTED the response from the business.)Final Business Response /[redacted]/We are pleased to hear that [redacted] concerns have been addressed by the service tech. We apologize for the inconvenience to him and truly appreciate his business. Thank you for your assistance with this issue.

Review: On February 25, 2015 we purchased a sofa and 2 pillows. The sofa was promptly delivered on February 27, 2015 and is just as we ordered. The pillows were rejected and sent back with the driver as they were paisley and not the same material as the sofa as we were told. We had a discussion with the sales associate at the time of purchase and my wife was very specific that the paisley pillows were not acceptable and that pillows with material matching the sofa were the only acceptable product. The sales associate assured us we would receive the matching pillows.I telephoned the Fredericksburg, VA La-Z-Boy store after the driver departed and explained the reason for rejecting the pillows. The store associate said they would check with management. I later received a telephone call and was told that the sales associate was new and the manager would make the sale right by getting pillows that matched the sofa material. It would however take about 6 weeks. On April 22, 2015, having not received any communication from La-Z-Boy in excess of 6 weeks, I telephoned the local store. I was told that the computer had everything marked as completed. But, management would be consulted and I would receive a return phone call. To Date, no return call and no pillows.Desired Settlement: We would like the 2 new pillows with material matching the sofa as originally promised or a cash settlement of $150.00.

Business

Response:

Revdex.com spoke with the business who confirmed that the pillows had been delivered yesterday afternoon, May 14, 2015 and believe the issue to be resolved.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted]. After notifying the Revdex.com and the LA-Z-Boy CEO, the matter was resolved with receipt of the pillows. Had the matter been appropriately handled from the beginning, they would not have lost a $1,300 sale over the last weekend to another furniture company.

Regards,

Review: My husband went into the store to buy a recliner. He found the one we wanted and told the sales person that he wanted it. The sales person wrote up the contract and charged my American express card for the purchase. When my husband was signing the ticket he noticed there was a $39.99 delivery charge. My husband told the sales person he was going to pick the chair up and the sales person told my husband that the fee was to get the chair from their warehouse to the store. We don't feel we should pay to get the chair to the store so we can buy it. Plus we were not told prior to confirming the sale that there would be a charge. We want a full refund for the delivery charge. Ridiculous.Desired Settlement: Credit on my American express card for the $39.99 we were charged for a delivery when we in fact picked up the chair.