La-Z-Boy Furniture

Initial Business Response / [redacted] (1000, 5, 2016/08/03) */ Contact Name and Title: [redacted] Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @lazboy-sf.com Hello, I do apologize this has happenedWe do have the parts to complete the repairI can schedule the customer for a Saturday Install on 08/13/and offer a 10% price adjustment on the unit in which needs the repairThat price adjustment would be $I will be contacting the customer to schedule Best Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Until I filed this complaint with the Revdex.com your company has been unwilling to even respond to my emails and I would like to resolve this with a full refund on the chairI will return it to the store once you agreeI have all of the emails I have sent and the auto replies that are generated and never did anyone contact meThe customer service has also not called me back until this complaintI have been trying to deal with this since January Final Consumer Response / [redacted] (2000, 27, 2016/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just spoke to [redacted] and she will be taking care of the credit and the repair person is scheduled to come on 08/ Final Business Response / [redacted] (4000, 25, 2016/08/18) */ Hello, I have spoken to our General Manager regarding your serviceShe has approved a $and to proceed with the repairsI have contacted [redacted] to inform her to contact you to issue the $refundI understand that the chair has a new issueI will contact our Technician regarding your new issue with the legrest not staying upIf parts are needed the Technician will install them as well [redacted] will be contacting youI do apologize Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ Good morning, After looking into this service history I see the parts have arrived into our warehouseI do know this customer will be receiving a phone call today to schedule the installation appointment Thank you

We recently purchased an electric recliner that rocksWe opted to pick the chair up due to the $delivery charge We carefully placed the chair in our SUV and drove homeWe set the chair up and to our dismay, as soon as we rocked, it squeaked!!!!! A brand new chair shouldn't squeak We called the store and were told, because we elected not to have them deliver, we were on our own unless we wanted to pay the $to have someone come to our home to look at the chairApparently, they don't stand by their product if you don't pay the $fee to have them deliver We initially decided to go with LA-Z-Boy due to their "good" reputation but unfortunately it didn't work out for us

Initial Business Response / [redacted] (1000, 11, 2015/12/16) */ Hello, This customer is schedule for installation for repairs on 12/21/ Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not feel that they responded because they never did respond to the Revdex.comI called there corporate office again and finally got some actionThe only problem is the sofa is still brokenA service man did come to repair it but there is something else wrong so parts need to be ordered againIf it is like this time it should be repaired in weeks, that will be the first part of MayA year since we purchased itWe still want it replaced with a new oneThey obviously do not care about their customers once the sale has been made

There should be something that can be done here. Obviously, Lazyboy has figured a loop hole and is using this to their advantage. This is very disappointing. I received to big boxes with repair stuff for one of the pieces of furniture this past Friday.
Really...... Some how other consumers in the area need to be made aware that their actions are dishonest. I will never buy furniture from this place again
Revdex.com:
At this time, I have not been contacted by La-z-boy Furniture regarding complaint ID ***Most definitely not
Regards,
*** ***

Initial Business Response /* (1000, 10, 2016/04/05) */
Hello,
I apologize, I will contact the Store and have them refund the $delivery fee back to youYou will be getting a phone call so they can get your credit card information
Sincerely,
***

Hello,
I see that we did have our Technician out to inspect the loveseat on 08/05/After reviewing his Tech Report and speaking to the Technician he noted and informed me that the loveseat is in proper working orderRegarding the unit not being what they have orderedAfter reviewing their
invoice and the tags located on the unitThese are the same units in which were orderedUnfortunately, this was a custom order and there is no refund or exchange on custom units
Thank You,
*** ***

Initial Business Response /* (1000, 5, 2015/06/26) */
Good morning,
After looking into this service history I see the parts have arrived into our warehouse. I do know this customer will be receiving a phone call today to schedule the installation appointment.
Thank you.

Initial Business Response /* (1000, 5, 2016/08/03) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@lazboy-sf.com
Hello,
I do apologize this has happened. We do have the parts to complete the repair. I can schedule the customer for a...

Saturday Install on 08/13/16 and offer a 10% price adjustment on the unit in which needs the repair. That price adjustment would be $110.89. I will be contacting the customer to schedule.
Best Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Until I filed this complaint with the Revdex.com your company has been unwilling to even respond to my emails and I would like to resolve this with a full refund on the chair. I will return it to the store once you agree. I have all of the emails I have sent and the auto replies that are generated and never did anyone contact me. The customer service has also not called me back until this complaint. I have been trying to deal with this since January 2016.
Final Consumer Response /* (2000, 27, 2016/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just spoke to [redacted] and she will be taking care of the credit and the repair person is scheduled to come on 08/27.
Final Business Response /* (4000, 25, 2016/08/18) */
Hello,
I have spoken to our General Manager regarding your service. She has approved a $300 and to proceed with the repairs. I have contacted [redacted] to inform her to contact you to issue the $300 refund. I understand that the chair has a new issue. I will contact our Technician regarding your new issue with the legrest not staying up. If parts are needed the Technician will install them as well. [redacted] will be contacting you. I do apologize.
Sincerely,
[redacted]

We recently purchased an electric recliner that rocks. We opted to pick the chair up due to the $80 delivery charge. We carefully placed the chair in our SUV and drove home. We set the chair up and to our dismay, as soon as we rocked, it squeaked!!!!! A brand new chair shouldn't squeak. We called the store and were told, because we elected not to have them deliver, we were on our own unless we wanted to pay the $80 to have someone come to our home to look at the chair. Apparently, they don't stand by their product if you don't pay the $80 fee to have them deliver. We initially decided to go with LA-Z-Boy due to their "good" reputation but unfortunately it didn't work out for us.

Initial Business Response /* (1000, 11, 2015/12/16) */
Hello,
This customer is schedule for installation for repairs on 12/21/15.
Initial Consumer Rebuttal /* (3000, 13, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel that they...

responded because they never did respond to the Revdex.com. I called there corporate office again and finally got some action. The only problem is the sofa is still broken. A service man did come to repair it but there is something else wrong so parts need to be ordered again. If it is like this time it should be repaired in 20 weeks, that will be the first part of May. A year since we purchased it. We still want it replaced with a new one. They obviously do not care about their customers once the sale has been made.

Review: I had the furniture overnight and was disappointed that I spent 5500.00 for a sofa and loveseat, with the quality not at the level expected. I called Lazboy and stated that I was dissatisfied and wanted to end the contract. I was told that I had to have a customer care person come out and evaluated. After waiting two weeks, the customer care rep. came out and talked about pulling staples apart and reaching up in the arm and pulling the material out of a ball. Further, he stated the seat cushion needed to be replaced. I was not talking about replacing anything,.... Further, I was told with this type of furniture, I should expect it not to line up with cushions.on each section......???? My initial call was cancelling the contract..... I mentioned if they replaced the loveseat, I would reconsider. In addition, the material on the back of the loveseat appears to have been rubbed against something, so not sure what action they plan here as these are digs in the material.

After the customer care rep. came out, I heard nothing until I called them a week later. I was placed on hold for 30 minutes and then place on hold again. At this point, I need some assistance with this issue.Desired Settlement: I am either looking to void the contract or they can replace the loveseat.

Consumer

Response:

There should be something that can be done here. Obviously, Lazyboy has figured a loop hole and is using this to their advantage. This is very disappointing. I received to big boxes with repair stuff for one of the pieces of furniture this past Friday. Really...... Some how other consumers in the area need to be made aware that their actions are dishonest. I will never buy furniture from this place again.

At this time, I have not been contacted by La-z-boy Furniture regarding complaint ID [redacted]. Most definitely not.

Regards,