La-Z-Boy Galleries of Paramus

Thank you for forwarding the our client's complaint to your organization, and for the opportunity to respond Yes, this client ordered a custom made sofa on February 24, Due to delays in production and shipping, this client did not receive their sofa until July 8, As a result, we did provide two price adjustments (discounts) on this client's ticket due to the delay The client ordered the highest grade leather possible for the sectional sofa At the time the client ordered this sofa, their sales representative told them all about the leather It is a supple, soft leather that is with age, or use, has a "patina" affect and will create character, kind of like a leather bomber jacket It was also discussed with the client that this sofa's cushions, backs and seat cushions, come with a blown fiber filled bag which give is a softer seat to go with the softer leather We have been provided excellent customer service to this client since July 29, when our then Service Manager stheir first complimentary in-home service call At that time, we inspected the cushions On August 26, 2014, we ordered new inserts for the the right side sitting back and seat cushions, plus the middle back cushion These new cushions were then installed for the client in September, The client called again to say the same thing was happening again where the seat/back cushions were flattening out and the leather was looking creased This time, in November, 2014, we replaced the a left side seat cushion, the middle seat cushion and for the second time, the right side sitting seat cushion The client called again in January, with the same issues Our new Service Manager then contacted La-Z-Boy Warranty Service and spoke with three different managers about this issue They all said the same thing, the client needs to maintain their leather furniture and particular these cushions because of the way they are designed for this sofa with this leather La-Z-Boy Warranty services sent us a "deluxing" video which we forwarded to this client to help them understand what it is that they must do to care for their furniture On March 9, 2015, our Service Manager ordered the last blown fiber filled bags for the right side sitting back and seat cushions On April 24, 2015, our furniture service techs went to the home to install the new fiber filled bags When they installed the seat cushion, it "puffed" up the seat to the point there were no more creases in the leather The client was not happy with the look and told them to take out the fiber filled bag, to not put in the newly ordered back fiber filled bag and were asked to leave the home We have provided this customer ongoing customer service addressing the client's issues In summary, the client's ordered a custom made sofa with materials of their choice which they were told at the time of purchase how these materials worked Since August, 2014, we have visited the client's home at least six different times, and ordered and replaced cushions for this client's sofa, several cushions for the right side seating position where the husband sits most of the time We have also sent them a "deluxing video" to educate the client how to maintain their sectional sofa For your information, the client has not had to pay for any of these parts or any of our labor as the sofa is still under warranty The client is wanting the sectional sofa to be something different than they custom ordered, and unfortunately, we cannot do any more than we have The only suggestion we could make now is that if they want firmer seat and back cushions, they can go to a local upholsterer and order firmer cushions, like foam, but La-Z-Boy will not be able to provide these to the client because this is not the way the sectional sofa was designed Thank you for your time

Complaint: [redacted] I am rejecting this response because: The loveseat was still not addressed on 6/21/when I sent the following email:Leslie and Margaret,Per my last email, I have attached picturesOne is of what the leather should look like and does look like on all the piecesThe other is of a fading or wearing discoloration that has occurred on one cushion of the couch.These pictures were taken on April 2nd but it occurred long before thatWe were hoping to handle this issue when we resolved the loveseat however it has taken too long and it is now necessary to address the couch problem.Please contact me at your earliest convenience.Sincerely,"we we are still requesting financial reimbursement for the lack of follow through, poor customer service and lack of quality product from la z boy.From the response above stating that we "are past warranty" speaks directly to and is a continuation of the poor quality and services of La Z Boy Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I do not have a big family and why would it matter if I did.This furniture shoulld still hold up no matter how big my family is.I paid lots of money for this furniture to be sunken in wobbly dirty and being able to feel the boards on the bottom of the cushions.All this less than months.They have been to my house times and still this issue is not resolvedHow can I have so many problems with Lazy b furniture the color is not the issue I can live with that.But it does look like I have had this furniture foreverAlthough I did pay for [redacted] shield furniture care?Lay z Boy did not call me back until after I submitted this to Revdex.com.The woobly couch was worse after you tried to fix everything else.How many more times do you have to come out to fix this furniture.Im not the only unsatisfied customers read the reviews Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Clearly Lazy Boy has not taken the time to thoroughly read my precious message, and it demonstrates their value for customer service The discounts were not offered as friends, and were offered prior to any discussions about sports and what have youThis part of your message has no value to what is even going on, so I am not sure why you keep bringing them up As Lazy Boy mentioned, the vendor is stating that they made a mistake in the finish of the tables we purchased however that is not our fault We purchased two identical tables both with finish, so that we could have matching tables The fact that they no longer offer a finished version is something that Lazy Boy needs to deal with, after all, they are the ones that sold one of the original tables we purchased in November that did have finish If they cannot replace the original table we purchased in the condition we purchased it in, then a refund should be given Additionally, since we did purchase these table together to be an identical set, the only reasonable option would be to refund both, or place finish on table at their cost, as well as replace the finish table one that was removed by their service departmentWe are not asking for much, only what we paid for I have not refused the delivery of the table that is at the warehouse, but until we have an agreement on the finish it doesn't do any good to exchange it for the table in our home As I mentioned in my previous message, table is in the same condition as when it was delivered It doesn't have finish so it has not been used You must not have read that part of the previous message either The lack of resolution is not due to me or my schedule, but you lack of sincerity and quality customer serviceI have returned all voice mails in a timely matter, and have frequently left messages for your staff that have been unanswered for several days as well You continue to argue the same points, which have no truth to them Also, I find it funny that you speak of how I don't follow up to phone calls and messages when you didn't even meet the original deadline for Revdex.com's request to you regarding my original complaint Also, as stated in my previous message the $refund was for a rug that was not delivered Jason offered to order the rug, or give a refund of $ I am not able to attach the voice mail from him that states all of this or the message from Nate in which he states that he misspoke about the finish and that there would not be a finish applied to the table These verify that we were told the table would have finish Unfortunately, since the vendor is not going to apply it, Lazy Boy is backing out of their promise to provide us a table with finishIf Revdex.com would provide a way for me to send audio files I would be glad to do so I find it appalling that you claim to have offered such great service to us, but you obviously know little about the whole situation This is shown in your messages to me that are full of information Never once have I spoken with you, and despite several requests to speak to management, they never call When I asked why, Nate said that management was to busy to call That is not good service If you are truly a company that values customers, it would show Unfortunately, I cannot make you follow through with what was promised, but can only hope that someone with act with integrity and do the right thing You can't claim that you cannot reach a resolution when you haven't given a good effortResponding to a message on Revdex.com with info is not effort Calling your customer and speaking with them directly is Hopefully you will give this situation some serious thought, and truly make an effort to resolve this Regards, [redacted] ***

We pride ourselves on the excellent customer service that we offer to every single client that walks through our front doors There are occasions that no matter what we do, we cannot please the client or meet their expectations I believe this is the situation here with Mrs***From the moment she walked through our showroom, Mrs [redacted] has been treated with respect Our former owner, Jason J [redacted] , offered her more than the average discounts on all of her items she purchased with us simply because they would be new neighbors and their sons would be playing on sports teams together The sales rep, Leslie N**, and our Service Center manager, Nate L**, worked closely not only with Mrs***, but La-Z-Boy customer support and the company/vendor from which the dining tables came from in order to satisfy Mrs [redacted] and her demandsOur Service Center researched and researched the issue with the different finishes on the table tops The company/vendor immediately acknowledged they had made a mistake sending a table to us with a waxy finish and promptly sent us a brand new replacement table for Mrs [redacted] so both tables matched Then they sent the finish at no cost to us or to her to find a wood expert to create the finish she wanted on both tables This brand new, very beautiful table has been sitting in our Distribution Center since May, along with the finish Despite our contacting her to resolve this issue, Mrs [redacted] continues to refuse us to deliver to her home at no cost this table that belongs to her Unfortunately, there is nothing else we can do She has had the first two dining room tables in her home since January These tables have been used by her family, including children The delay in resolving this matter has been due to Mrs***s own busy schedule and months would go by in which she wouldn't return our calls In summary, we have provided Mrs [redacted] excellent customer service We have gone above and beyond in all our efforts to resolve this one particular issue of a waxy vsnon-waxy table finish with her, she still has a table that belongs to her here in our Distribution Center that belongs to her which she refuses to take possession of, we sent her a $check before ownership transferred from MrJohnson to another owner to pay for hiring a wood expert to do what Mrs [redacted] wants to do to the finish of these tables, and she is still not satisfied It is an unfortunate situation

[redacted] , [redacted] now delivers to Colorado (I called and confirmed), and so in order for us to price match, I should have added in the price of delivery ($350) to the sale price that was advertised on their website of $per corporate So the prices for each of the Lancers (sofa and loveseat w/ console in Godiva with power) should've been $a piece.Yes, on the back of our receipt, it states "Lowest Price Guarantee within days,...under the same terms and conditions" [redacted] did not have the same terms and conditions as our store in Fort Collins, Colorado, during your time of purchase Lowest price we had in our store at the time of purchase was $1499, but I offered to price match, per your request, at the price of $for each of the power pieces and not adding in [redacted] ***'s deliveryEven on the day you came back asking for another price match, we were offering 20% off (and 1yr interest free financing) on the Lancer power, (the price during that sale was at $1599).The pricing you received of $was much less than the $that we ever offer at our store for the same piecesThank you,Lisa -- [redacted]

? Greetings!After much research, I am in agreement with [redacted] and her complaint she filed on January 26, 2017.? Apparently, our La-Z-Boy Fort Collins Service Center did get the OK to replace Ms***'s loveseat back in July, 2016.? Leslie N [redacted] had taken over the care of Ms [redacted] as a client when this matter became an issue back in the beginning of 2015.? ? MsN [redacted] was contacted by our Service Center Manager on several occasions between July and November to re-order Ms [redacted] ' loveseat; however, we did not know that MsN [redacted] had not ordered the replacement love seat until this complaint was filed with Revdex.com.? MsN [redacted] has now ordered the loveseat, has called Ms [redacted] and left her a message to apologize and let her know what was going to happen with replacement loveseat.? To date, Ms [redacted] has not returned MsN**'s phone call.? We are doing everything Ms [redacted] set-forth in her complaint and she will receive her re-replacement loveseat in the near future.? Thank you.? In the event you have any questions, please feel free to contact me at your convenience.? Respectfully,Beth H [redacted]

Complaint: [redacted] I am rejecting this response because: we have requested full, total and complete refund per letters above 11-18-to Dealer and 12-1-to Corporate w/copy to DealerYes, service representatives did come and repair the chairs as stated.? HOWEVER, the lumbar & shoulder breakdown has now happened again 1) initial construction breakdown within weeks of delivery - notified dealer & corporate 5/6/& repaired 8/13/2015, 2) breakdown within weeks of 8/13/repair - notified dealer on 11-18-wanted full refund, 3) service technicians came on 12-1-to do the same type of repair/poly-fill as weeks earlier, told technicians that their repairs aren't fixing the problem, that we'd requested full refundTechnician advised he wasn't authorized to take chairs backI inquired about my letter of 11-18-advising dealership of both chairs poly-fill breakdown and request for full refund, technician advised he wasn't aware of requestWe discussed whether his attempts at refilling would fix problem or whether he'd need to be back in another weeks based on developing patternAfter discussion, we decided to forego repair, notify corporate w/cc to dealer reiterating request for refund based on poor quality.Our request for full and complete refund still stands Regards, Mr& Mrs [redacted] ?

Complaint: [redacted] I am rejecting this response because: much of the information within it is incorrect.? The customer service we received from Jason, service, as well as Nate have been good although we were not at all satisfied with our service from Leslie.? That is why we were working with Jason.? Your overview of events is completely wrong.? We purchased both tables on November 27th.? Jason stated that he had two identical tables left.? One on the showroom and one in the warehouse.? We looked the table over and it had little to no damage on the surface at the time of purchase.? We asked for the table to be pulled off the showroom floor, to which it was not.? We requested a delivery date in January after the tentative closing of our home.? We paid a 50% deposit on the tables on Nov27th in the amount of $2500.? That was half of each tableThe reason the tickets are split out like the one that you they have attached is because they were delivered at different times.? I have copies of my bank statements that show the amounts paidThe attached ticket even shows an amount paid of $on 11/27, which is half of the $we paidA couple weeks prior to delivery I called to move our delivery back a few days because our closing got bumped out a week.? At that time Leslie told me that there was only one table and another that was ordered.? She admitted that they sold the table in the warehouse, and thought they would have a replacement in time for delivery.? Table was delivered on Jan21st, and a payment for the second half of the table was paid in the amount of $1273.11.? We were told table would be delivered mid FebThe second table was delivered in Feb, and the second half of that table was paid for in the amount of $At the time of delivery we noticed that the table did not have a finish, and there are gaps in the wood.? The gaps have nothing to do with the rustic look, but instead are due to craftsmanship.? Jason and Nate worked with the vendor to order a new replacement table.? We were assured they would get us a table with the same finish as table Both Jason and Nate also assured that they would get extra finish so that they could fix the finish on table from where they attempted to fix the scratches that were not there at the time of purchaseWe still don't have that done either, so essentially they ruined the finish on this one and have still to correct it.With regards to the discounts, we were told by Jason that the table was on sale.? We don't live in the same neighborhood as him, but near himWe had never met him prior to Nov27thI have had continued contact with Nate on this, and even have numerous voice mails in which he is returning my calls.? We both have busy schedules and that has made communication a bit tough.? I also have a voice mail in which he says that he spoke wrong, and there will not be a finish on the table.? That message confirms that we were told there would be a finish, but Lazy Boy was going back on their word.? I requested a couple times for the new owner/manager to call me, and she refuses.? The first offer was to take the finish and pay to finish it ourselves.? That is not what we paid for.? The second option was to take both unfinished tables.? We don't want unfinished tables, that is why were are having this whole discussion/issue.? Then Nate said that the new manager said they will fix table but no finish.? It is frustrating, because every time we talk to Nate it is something different.? There is never a consistent offer that is reasonable to us.? We have refused offers to take unfinished tables.? That is not what we purchased.? We purchased two identical tables, both with a finish on them.? That is what we want.? The tables have both been in my home, and that was Jason's decisionIt is not at all fair for Lazy Boy to assume the condition of the table.? They do not know my family size, nor do they know how we have used the tables.? It seems like a mere attempt to make my requests seem unreasonableTable is the one with finish, and it has been used by my family.? It does show some signs of wear, but mostly because the much of the finish was taken off by Lazy Boy's service crew when the attempted to remove the scratches.? They assured us they were going to reapply the finish and we are still waiting.? Table has not been used at all.? It is in our formal dining room and still looks the same as when delivered.? There are still tags on several of the chairs.? Despite the fact that Jason told us we could use it, and not to worry about ruining it because service would fix it, we have not.? We were hoping that resolution would be reached and we were trying to limit any potential issues there would be with replacing table With regards to me waiting, that is not at all true.? Table was received late April, and I was notified to come approve it prior to delivery.? After about 1/2? weeks I went on a Saturday to approve it, but it was wrapped and hard to get to.? I am a mother, and I do not always have availability to go to Fort Collins.? The day I did go, I had left my sons baseball tournament early so that I could get this taken care ofThe warehouse workers pulled a small piece of wrapping off of it, and as soon as I noticed there was no finish we stopped.? I called Nate on the following Monday and he said they wanted me to approve that there were no gaps and that they would finish it upon delivery.? I told him they cannot finish it at my house and to call when it was done and I would come approve it.? Then on May 18th, Nate left me a message saying that he misspoke and there is no finish(I still have this voicemail)? It was then that I called him and said we were not okay with that because that is not what we paid for.? It took a couple weeks for him to get back to me after speaking to management.? Then our next call I requested a call from management.? He said he would pass the message along.? Then after another week he called and said that management would not be calling because she is to busy.? The lack of contact is not my fault.? It is due to the fact that Nate has to go back and forth between me and the manger rather than the manger just taking the time to call us personally.Lastly, the check in the amount of $that was issued to us was because the set was suppose to come with a rug, it had nothing to do with hiring someone to finish the table.? ? ? In November when the sets were purchased, we took a $discount on one set in lieu of the rug.? When set one was delivered the delivery guys said they forgot the rug.? I called and per Margaret, they had the rug and they would deliver it when set two was delivered.? When set was delivered, again there was no rug.? I called Jason, and he said he would look into it.? On March 7th, he left me a voice mail (that I still have) stating that he did not have the rug like they thought, and that he could order me a rug, or he could offer me a $refund.? We opted to take the refund since we were already struggling with getting our order correctI don't at all believe that they would be surprised with my filed complaint.? I have made numerous attempts to resolve this with Nate, and he has no power to make decisions to resolve the issue.? In addition, I have called corporate twice.? The first time on 6/to file a complaint with them and seek some help in resolving.? I spoke with Myra, and was told she would look into this and call me back in 3-days.? I was given a case number [redacted] .? I never received a responseDuring this time I had been in contact with Nate, and not getting any resolution.? I told him that I had called corporate to file a complaint as he had suggested in a previous conversation.? He said he had not heard from them at all.? I called corporate again on 7/and spoke to Kaylynn.? I asked for an update and was told that she would have Myra call me the next day.? She refused to give me any information since it was Myra that was working on itOnce again, no return call.? I spoke with Nate again after that again requesting a call from management, and advised him that that I was filing a complaint with the Revdex.com.? Requested a last time that they attempt to resolve this with me so that it wouldn't have to come to this.? No response.? Our requests for resolution are completely reasonable.? On November 27th, we purchased two identical tables both with a finish.? We have one that has been delivered and one that was delivered without.? We were assured that Jason would get us one with finish, and he even mentioned that he would pass all of this on to the new owner since he was selling the business.? We want matching tables with a finishIf Lazy Boy cannot follow through with the original promise, then a refund should be issued.? We do have children and therefore would never want a table without a finish knowing it would not age well.? Our request stands the same.? We want two tables both with finish, or we want a complete refund so we can purchase two identical tables that would work for our family.? We would have never purchased these tables had they not had finish.? In the event they do apply a finished to table for us, we also need them to fix the finish on table since they rubbed much of the tables finish offWe should not have to pay to have a finish applied.? We did not purchase it as a non finished table - with supplied finish to be applied by an outside company at our expense.? I am offended by this whole response to our complaint.? It is being done by someone who has not been involved since the beginning, or in any of the conversations that have taken placeThe information is inaccurate, and I have voice mails and bank statements to prove it.? I have shown consistent contact and efforts to resolve this, but despite their statements of effort, Lazy Boy has done little.? It is demonstrated by the manager's refusal to call me, all the way to their corporate offices refusal to follow up as promised.? I do have copies of bank statements showing all payments made.? I prefer not to post them on here, but would be willing to provide those to the Revdex.com for review.? I also as mentioned have voice mails that confirm my statements.? I am not sure how to provide these.? The messages would simply confirm what we were promised, as well as confirm that the refund of $was for a rug that was never delivered Regards, [redacted] ***

I have read Ms [redacted] rejection to our response Ms [redacted] did call our sales rep, Leslie N**, back on her day off MsN [redacted] had not yet returned to work yet when Ms [redacted] had submitted her rejection We have absolutely NO record either in our Service Center records or client ticket records dating to where Ms [redacted] told us there was an issue with the sofa This complaint is the first time we have heard there is an issue with the sofa Ms [redacted] is welcome to contact our Service Center to schedule an appointment for our service technicians to make a visit to her home to assess the issues, whatever they are, and give you their expert opinion and plan, if any, to repair or replace the troubled areas There will be a cost to this visit because Ms [redacted] ' warranty on the sofa expired on May 14, As such, right now we are only focused on the loveseat which is the only item Ms [redacted] has had us addressing since As I stated earlier, at the end of all our attempts to make things right with Ms [redacted] loveseat through our Service Center which is the required steps we must take, the company did approve to replace the loveseat with a brand new loveseat We feel very badly that this request got lost in the shuffle of our previous owner retiring and being transitioned into the La-Z-Boy stores beginning last February, 2016; however, we are moving forward to do as we said we would do in late December Ms [redacted] will receive a brand new loveseat in the same model and cover as she currently has in her home Thank you

We pride ourselves on the excellent customer service that we offer to every single client that walks through our front doors? There are occasions that no matter what we do, we cannot please the client or meet their expectations? I believe this is the situation here with Mrs***.From the moment she walked through our showroom, Mrs [redacted] has been treated with respect? Our former owner, Jason J [redacted] , offered her more than the average discounts on all of her items she purchased with us simply because they would be new neighbors and their sons would be playing on sports teams together? The sales rep, Leslie N**, and our Service Center manager, Nate L**, worked closely not only with Mrs***, but La-Z-Boy customer support and the company/vendor from which the dining tables came from in order to satisfy Mrs [redacted] and her demands.Our Service Center researched and researched the issue with the different finishes on the table tops? The company/vendor immediately acknowledged they had made a mistake sending a table to us with a waxy finish and promptly sent us a brand new replacement table for Mrs [redacted] so both tables matched? Then they sent the finish at no cost to us or to her to find a wood expert to create the finish she wanted on both tables? This brand new, very beautiful table has been sitting in our Distribution Center since May, along with the finish? Despite our contacting her to resolve this issue, Mrs [redacted] continues to refuse us to deliver to her home at no cost this table that belongs to her? ? Unfortunately, there is nothing else we can do? She has had the first two dining room tables in her home since January? These tables have been used by her family, including children? The delay in resolving this matter has been due to Mrs***s own busy schedule and months would go by in which she wouldn't return our calls? In summary, we have provided Mrs [redacted] excellent customer service? We have gone above and beyond in all our efforts to resolve this one particular issue of a waxy vsnon-waxy table finish with her, she still has a table that belongs to her here in our Distribution Center that belongs to her which she refuses to take possession of, we sent her a $check before ownership transferred from MrJohnson to another owner to pay for hiring a wood expert to do what Mrs [redacted] wants to do to the finish of these tables, and she is still not satisfied? It is an unfortunate situation.?

[redacted] Dear MsH [redacted] ,You are correct that she did the initial price match, but upon my attempt to get the second price match (according to the Day Price Match Guarantee, and her own statement of "You got a great deal but if you find a better price, we'll match it") is when I was summarily dismissed with the comment that "I got the best deal, trust me!" Let's clarify something, Lisa has not "met with me on several occasions to discuss this matter." I came in once for the second price match where I was told the above (which took all of seconds), and all other communication has been via e-mail.I am not unhappy with my furniture, I am simply unhappy with the fact that you promote this Price Match Policy (again...within days of the initial purchase, as I attempted to do) only to be told that it doesn't apply, and given excuses on how "it should have been."You will not send anyone to my house to retrieve my furniture It has been legally paid for and is now my property.If you truly want to make me a happy customer, send me a check for $100, the amount of the price match.Otherwise, we're concluding this matter at this time.Thank you, [redacted] [redacted]

[redacted] To Whom It May Concern:Thank you for sending us the letter regarding Ms [redacted] regarding her complaint about our company to the Revdex.com I am sorry you did not receive any response to prior emails or mail about this case I believe that today is the last day to respond, but if I am one day late, I hope that you will still accept this response It is my responsibility to address customer service issues; however, I have been out of the office sick with pneumonia I would greatly appreciate your understanding We have provided excellent customer service to Ms [redacted] Ms [redacted] purchased a custom ordered sofa and love seat from us on March 16, Custom ordered means that she chose not only the style of her sofa and love seat, but also chose the fabric she wanted for these pieces It took La-Z-Boy two months to build the set to her specification, and her items were delivered to her on May 16, She was very satisfied with her purchase at that time In November 2014, Ms [redacted] contacted our service center and asked that several things be addressed that she didn't like on the sofa and love seat Furniture technicians from our La-Z-Boy Service Center have been to her home on numerous occasions over the past months To date, we have installed a newly upholstered arm and seat because Ms [redacted] did not like the way the foam felt, and while on these calls, the techs did maintenance checks, making sure all of the mechanics of the pieces were in good working order Our techs completed another service call for Ms [redacted] in the beginning of January, and as a result of that visit, we ordered one more piece, a complete newly upholstered one piece seat and legrest/foot unit For your information, because La-Z-Boy makes each replacement piece specific to the client's sofa and/or love seat, it can take to weeks for each piece to be built We recently recieved this peice and have called and left messages for Ms [redacted] at least six different times before she returned our call and we agreed upon a service appointment on Thursday, April between and p.m However, Ms [redacted] called the week of March and told our brand new Service Center admin, and in not such a nice terms, "If we cannot fix the "dirty" fabric then she does not want us to come to her house with the new piece." We cancelled the April service call for the technicians, pursuant to her instructions, and because her call was so upsetting to our employee, I have asked to be the sole contact for Ms [redacted] from hereon The biggest issue that Ms [redacted] has is that she does not like the fabric she chose for her sofa/love seat set When she chose the fabric last March, she not only was guided by our design experts, but she also checked the large fabric sample out and had it in her home for some time to make sure it was what she wanted BEFORE she placed her custom order on March At that time, she was aware that the fabric has a nap to it so that when you brush it with you hand, one direction makes it look lighter and the other direction makes it look darker Now Ms [redacted] is complaining that her sofa looks dirty On one occasion when our furniture techs went to her home last year, they showed her not only the nap of the fabric, but also showed her how the fabric on the back of her sofa which faced the sunlit window looked brighter (cleaner to her) because of the light They suggested she could arrange her furniture in such a way that allow more sunlight to shine on the pieces making them brighter (or cleaner to her) Ms [redacted] has had a number of conversations with our designers, sales representative and even myself in the past six months about the fabric's nap One of the things we do not have any control over is the use, wear and tear of their furniture when it is in the home If a client has a large family or young children, as Ms [redacted] does, and/or pets, their use and care of their furniture is at their discretion La-Z-Boy furniture is very well made, and if there are issues that make a client unhappy, we immediately address these issues as we have with Ms [redacted] However, the one thing we cannot address is the customer's choice of fabric for a custom order We cannot change the fabric which is why we encourage all of our client's, like Ms [redacted] , to check-out the fabric and try it in their home before they make their purchase Ms [redacted] did this, was satisfied with her fabric selection, and therefore ordered her sofa and love seat last March.As far as Ms [redacted] claim that the furniture is now wobbly, this is a new claim It was in perfect working order when we were in her home in December We told her we would look at this new issue when we came to install the new replacement unit of seat and legrest As far as not talking to Ms [redacted] , this is not true as we have been in constant contact with Ms [redacted] Finally, when Ms [redacted] ordered her custom ordered pieces to be made with her fabric choice, she signed an agreement which states the following: "Special orders are items that Fossil Creek Galleries, dba, La-Z-Boy Furniture Galleries does not have in stock, and that you have selected to be customized and are not returnable, refundable or exchangeable." Ms [redacted] wants us to fully refund her for her sofa and love seat because she now does not like the fabric she chose As you can see from the terms of our purchase agreement, this is not something we can or will do for her We have worked with Ms [redacted] for the past six months trying to make her happy; however, at this time, we've done all we can do, with the exception of coming to an agreed upon appointment time to install the last piece we ordered pursuant to her request If Ms [redacted] would like to contact me to schedule this appointment, I'd be more than happy to schedule this with her Please have her call me directly at [redacted] Thank you for your time If you need any more information or documentation, please let me know Respectfully, [redacted] Chief Operations OfficerLa-Z-Boy Furniture GalleriesFort Collins, Colorado Gallery Showroom: 970.226.3131Distribution Center: 970.223.1055Fax:

[redacted] , [redacted] now... delivers to Colorado (I called and confirmed), and so in order for us to price match, I should have added in the price of delivery ($350) to the sale price that was advertised on their website of $939.99 per corporate. So the prices for each of the Lancers (sofa and loveseat w/ console in Godiva with power) should've been $1114.99 a piece.Yes, on the back of our receipt, it states "Lowest Price Guarantee within 30 days,...under the same terms and conditions". [redacted] did not have the same terms and conditions as our store in Fort Collins, Colorado, during your time of purchase. Lowest price we had in our store at the time of purchase was $1499, but I offered to price match, per your request, at the price of $939.99 for each of the power pieces and not adding in [redacted] ***'s delivery. Even on the day you came back asking for another price match, we were offering 20% off (and 1yr interest free financing) on the Lancer power, (the price during that sale was at $1599).The pricing you received of $939.99 was much less than the $1279.20 that we ever offer at our store for the same pieces. Thank you,Lisa -- [redacted]

[redacted] Revdex.com Complaint ID [redacted] Lisa,Thank you for your response, albeit days after my initial e-mail." [redacted] now delivers to Colorado (I called and confirmed), and so in order for us to price match, I should have added in the price of delivery ($350) to the sale price that was advertised on their website of $per corporate So the prices for each of the Lancers (sofa and loveseat w/ console in Godiva with power) should've been $a piece."I never requested a price match on deliveryI requested a price match on the items only, which La-Z-Boy agreed to BEFORE I selected to purchase delivery and fabric protection as separate products and services La-Z-Boy offers delivery as a separate service, it is not included with the price of the furniture You adding in $for delivery on top of their price PLUS charging me $for delivery would have been fraudulent You were very familiar with [redacted] ***, and considering you've worked at La-Z-Boy for almost years, you are already VERY familiar with La-Z-Boy's Price Match policy, so I don't buy the "We should have done XYZ" arguments you're trying to make now If you go to a store and ask for a price match to an item from Amazon, the retailer doesn't say "How much is shipping? I'll have to add that in." "Yes, on the back of our receipt, it states "Lowest Price Guarantee within days,...under the same terms and conditions" [redacted] did not have the same terms and conditions as our store in Fort Collins, Colorado, during your time of purchase Lowest price we had in our store at the time of purchase was $1499, but I offered to price match, per your request, at the price of $for each of the power pieces and not adding in [redacted] ***'s delivery."The only "Terms and Conditions" were price matching the specific items themselves Only AFTER La-Z-Boy agreed to price match the products themselves, did I inquire about delivery and fabric protection Delivery is a SEPARATE service that you offer, that I decided to purchase, same as fabric protection, both with a completely separate line-item charge The terms when I came in later were the exact same Price match the item price only, not delivery, not fabric protection, not financing Exact same scenario."Even on the day you came back asking for another price match, we were offering 20% off (and 1yr interest free financing) on the Lancer power, (the price during that sale was at $1599) The pricing you received of $was much less than the $that we ever offer at our store for the same pieces."You never even asked what price I was trying to match the second time! You just immediately discounted me and sent me on my way The pricing game you guys play is akin to a Used Car dealer Jack up the price, then offer a discount, so it appears to be a great deal when in fact it's always about the same price [redacted] does business the right way, take away the games and silly "promotions" and just charge an everyday low price that they still obviously make a profit on, otherwise they wouldn't do it Maybe you guys could learn from that.I'm done dealing with this issue, and I'm done dealing with your company La-Z-Boy isn't interested in making this right, otherwise it would have happened by now (since we're literally talking about a refund of about $here).Thanks for wasting my time, and completely souring what was a very happy customer I rue the day that I ever have to make a warranty claim, as I'm sure I'll get about the same stellar service and "excuses" on why La-Z-Boy can't adhere to their own written policies.Have a great day[redacted]

Complaint: [redacted] I am rejecting this response because:This is the very point I have been stressing all along, no one has been in constant contact with us and no one returns our calls. Our sectional looks worse than the show room model. From the beginning, all we want to do is return the sectional for a refund. At a minimal, you should offer to refund the additional warranty as it is not being honored. We gave notification immediately that we want to return the sectional, we went through your "process" for nearly a year and there is zero satisfaction. Regards, [redacted] ***

We are respectfully requesting from Ms [redacted] a copy of the original email, showing date and time email was delivered, to Leslie N [redacted] and Margaret Chval advising that there was now an issue with the sofa she purchased in 2015. She can forward this email directly to me at [redacted] . Thank you!

Complaint: [redacted] I am rejecting this response because: requested settlement has not been offered by la z boyOn 3/19/I forwarded the original email regarding the couch to Beth H [redacted] as requested Regards, [redacted]

We have been in ongoing contact and providing excellent customer service to claimant regarding her sectional sofa since last year As far as persons in authority to make decisions, our Service Manager is qualified and does have the authority to make the necessary decisions regarding what more our Service department can do for a client If our Manager has any doubt, he will bring an issue to others for their opinion, as he did with this matter He spoke with the President of the Fort Collins La-Z-Boy, showed him photos of before and after addition of the blown fiber bags, and gave him an accurate history of all service calls, repairs and replacements The President concurs that this sofa, which was built to the client's custom order specifications, has and is doing exactly what all items made with these cushions and leather does, and as such, acknowledges that our Service Manager and his department have done everything they can do for the claimant Consequently, there is no need for either me or anyone else to visit the claimant's home and look at the sofa.Please be advised that our Service Manager is currently in contact with the corporate La-Z-Boy Warranty Service department asking if there is ANYTHING else that can be done for the claimant's cushions regarding the flattening issue that hasn't already been explored in the last six months If we learn of anything new, we will certainly be in immediate contact with the claimant

We pride ourselves on the excellent customer service that we offer to every single client that walks through our front doors There are occasions that no matter what we do, we cannot please the client or meet their expectations I believe this is the situation here with Mrs***.From the moment she walked through our showroom, Mrs*** has been treated with respect Our former owner, Jason J***, offered her more than the average discounts on all of her items she purchased with us simply because they would be new neighbors and their sons would be playing on sports teams together The sales rep, Leslie N**, and our Service Center manager, Nate L**, worked closely not only with Mrs***, but La-Z-Boy customer support and the company/vendor from which the dining tables came from in order to satisfy Mrs*** and her demands.Our Service Center researched and researched the issue with the different finishes on the table tops The company/vendor immediately acknowledged they had made a mistake sending a table to us with a waxy finish and promptly sent us a brand new replacement table for Mrs*** so both tables matched Then they sent the finish at no cost to us or to her to find a wood expert to create the finish she wanted on both tables This brand new, very beautiful table has been sitting in our Distribution Center since May, along with the finish Despite our contacting her to resolve this issue, Mrs*** continues to refuse us to deliver to her home at no cost this table that belongs to her Unfortunately, there is nothing else we can do She has had the first two dining room tables in her home since January These tables have been used by her family, including children The delay in resolving this matter has been due to Mrs***s own busy schedule and months would go by in which she wouldn't return our calls In summary, we have provided Mrs*** excellent customer service We have gone above and beyond in all our efforts to resolve this one particular issue of a waxy vsnon-waxy table finish with her, she still has a table that belongs to her here in our Distribution Center that belongs to her which she refuses to take possession of, we sent her a $check before ownership transferred from MrJohnson to another owner to pay for hiring a wood expert to do what Mrs*** wants to do to the finish of these tables, and she is still not satisfied It is an unfortunate situation