La-Z-Boy Galleries of Paramus

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***,*** *** *** 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" *** *** *** 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 *** *** ***'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 $was much less than the $that we ever offer at our store for the same pieces. Thank you,Lisa --*** ***
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Complaint: ***
I am rejecting this response because:You have not given me excellent customer service that would be an understatement.The only reason you called me back was because I complained to Revdex.com.It was after more months that you called back.The nap of the furniture is dirty and looks like I have had it forever like I said before.I paid $would you be pleased?How can you be proud of the fact that you have been to my house times and still the issues are not fixed.Yes, they will be here again to repair the crooked woobly couch and the footrest.No Im not happy about this.What I really want is my money back and they can come for their furniture.I have been trying to get this issue fixed since Oct 2014.Im not pleased with Lazy B Furniture
Regards,
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Thank you for the opportunity to respond to this complaint filed by Mrs***.I'm afraid that Mrs*** has misrepresented the facts in her complaint regarding several relevant matters First, Mrs*** would never have been told that the fabric on her sectional would "hold up great with
animals" There is NO fabric that holds up great with animals, especially dogs and cat Mrs*** has in her homeYes, Mrs*** purchased a warranty with *** ***, a fabric protection plan *** *** only covers ACCIDENTAL damage from household use With respect to animals, the only coverage provided from *** ***, "Stains from pet bodily fluids" and these only qualify for cleaning services only We immediately responded to Mrs***'s complaint regarding the tear on the back of her sectional which was delivered on April 13, Our Service Center technicians were in her home the next day, April 14, 2015, and replaced a tack strip which solved the issue Our technicians also replaced two of the seat cushions on the sectional sofa because there appeared to have very small issues with the seams We did not want these to become a future problem for the client As far as the ongoing wear and tear to the fabric on Mrs***'s sectional, there are two causes that we know based on Mrs***'s statements and what our Service Technicians personally witnessed on a call to her home Mrs***'s housekeeper regularly vacuums the sectional This is not the proper care of furniture The ongoing use of vacuums with hard brushes will tear at ANY fabric The bigger issue with respect to the poor condition of the fabric on the sectional sofa is the condition of the ***'s home It is filthy and there is pet hair and cat urine smell throughout the home that it was a health hazard to our Technicians When our technicians were in the client's home to address the issues with their sectional sofa, there was so much pet hair all over the sofa, 1" to 2" deep on the seat cushions, that it was hard for them to work on them This is why our technicians had to wear the face masks and gloves in the home The cat urine smell was so great that they could almost "taste" it In order for the technicians to do the work in their home, it was necessary for them to put Vicks under their nose and wear the masks Eventually, it became so bad, that they ended up bringing cushions back to our Distribution Center and finishing the work in their workshop Finally, on the last appointment scheduled for the ***s, November 2, at a.m., our Service Technicians arrived right at 9:a.mas Mrs*** requested, rang the door bell and waited for minutes Although the T.Vwas on, Mrs*** never answered the door However, our Technicians could clearly see the two dogs running back and forth on the back of the sectional, with their claws, barking like crazy for the full minutes they waited This WILL do a great deal of damage to a fabric or leather piece of furniture Our Technicians eventually had to put a door hanger on their front door stating "We were sorry we missed you." This was the last time we were at the ***'s home As a company, we have provided Mrs*** excellent customer service We timely addressed all of her issues and made the repairs we could to her sectional sofa Unfortunately, Mrs***'s complaint that the fabric on her sectional is falling apart and shows tears and strings, is due to their animals and the client's lack of proper care of the sectional sofa Thank you for the opportunity to respond to this complaint

August 18, 2016 Via Email Mr*** *** Dispute Resolution and Ad Review Counselor RE: *** ***, Complaint No*** Dear Mr***,Thank you for allowing me the opportunity to respond to Mrs***'s complaint to the Revdex.com.First, I will tell you
that Mrs*** has received excellent customer service from the former President of our company, Jason J***, to her sales representative, Leslie N**, our Delivery Teams, our Service Center and everyone in betweenWe have gone above and beyond to meet Mrs***'s requests and demands It is unfortunate, that at this time, Mrs*** has filed this complaint with the Revdex.com. I am going to provide a quick overview of the situation and then provide details.November 27, - Client purchased a *** *** distressed, rustic style table off showroom gallery floor "AS IS" to be used for kitchen tableTable delivered 1/21/16 Later, client decided she wanted the same distressed, rustic style table for her formal dining room 2nd table delivered 2/13/At the time of the second delivery, we noticed the second table did not have the same waxy finish on top as the first table we delivered on 1/21/16. We immediately contacted the vendor, *** ***, and they immediately took responsibility for sending us a waxy finished table which is NOT the designed and approved table they makeAs a result, *** *** immediately sent us a new, matte finished replacement table for the client's kitchen table so both tables in kitchen and dining room would matchThis table, along with bench, is in perfect condition. Contrary to what Mrs*** put in her complaint, we guaranteed her there would be NO finish on the replacement table. Mrs*** keeps talking about "gaps" in the tableThese tables are designed to look distressed and rustic, a very popular design today and the gaps are very minimal, hardly recognizableHowever, our service center technician is willing to work on her tables, but she refusesShe wants brand new tables that both come with the waxy finish.In an attempt to make things right for Mrs***, we asked the vendor to provide our client with a finish similar to the waxy finish on the first table which they did send us two cansWe have offered the finish to client at no cost, but she would have to hire a wood specialist to apply to the tableUnfortunately, we are not able to apply the finish to her dining or replacement table because we are not specialized in this type of wood work. Mrs*** first visited our retail showroom on November 27, 2015, which was Black Friday and a majority of our items were marked down significantly for this particular saleYou will see in the attached notes for Mrs***'s ticket, ***, that Mrs*** received ADDITIONAL discounts for her purchase from the President, Jason J***, because the ***s were moving into the MrJ***'s neighborhood and they would soon be neighbors.Our Service Center technicians, as well as the table vendor, *** ***, have gone to great lengths to offer Mrs*** excellent customer serviceMrs*** has refused all of our offers of resolution. It is now August and the ***s have had the *** *** distressed and rustic style tables in their homes for seven and six months respectfully which she and her large family have used dailyMrs*** has dela**d this process dramatically by not responding to our calls or requests to come in and look at the replacement tableThree or four weeks would pass before Mrs*** would contact us. Prior to our current Owner/President, Jason J*** retiring on March 26, 2016, MrJ*** sent a Mrs*** a check for $on March 17, as a settlement, in the hopes that Mrs*** would use this money to hire a wood specialist to finish the dining room table to her likingShe accepted the check and we closed this matterAs such, I was genuinely surprised by the complaint she filed with the Revdex.com. Thank you for your time and attention to this matter. Respectfully,Beth H*** Operations/Distribution Center Manager Client's Tickets Attached

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Dear MsH***,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,*** *** *** *** ***
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We are respectfully requesting from Ms*** a copy of the original email, showing date and time email was delivered, to Leslie N** 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 ***. Thank you!

Thank you for sharing with us this complaint filed by Mrs*** To be honest, we are surprised by her complaint We have immediately responded to her concerns as follows:
Yes, the back of the Spectator's seat was torn It was torn during shipping from the
factory to our warehouse We found this tear during our thorough inspection of the item after it was pulled from box and BEFORE it was delivered to Mrs*** on November 16, We immediately contacted her and let her know that there was a tear She chose to accept delivery with the tear in back of one seat knowing that we were aware of the issue, and to repair it, we would need to bring the back of chair to our Service Center to re-upholster it Our service techs went to their home, when it was convenient for Mrs*** on December 22, and returned the re-upholstered back the very next day Mrs*** never mentioned a problem with the Spectator mechanism at the time of delivery or during any of our telephone conversations in scheduling a service call to their home It was only when we went to the home on December 22, to pick up the back to bring to our Service Center, over a month after the chair had been delivered, that Mrs*** said something about the mechanism The condition of the mechanism and the metal bracket was serious enough that:
A It never would have left the La-Z-Boy factory in this condition and
B During our thorough inspection process here at our La-Z-Boy warehouse it would have been found and not ever delivered to the client in the first place We believe that the extreme damage done to the chair was done in the home
However, after our visit to review the broken mechanism, we immediately placed an order to La-Z-Boy Product Support, sent them photos, we ordered the mechanism side sub assembly for both the left and right side of the chair This order was confirmed on December 29, Yes, it sometimes takes up to to weeks to receive part and that is because the ***'s items were custom made for their home Out of curtosy, we are replacing the frame, mechanism, springs and foam on this chair These units have to be rebuilt custom to the ***'s chair which is why it takes time to receive these parts in our Fort Collins warehouse It is always our hope that we receive these custom made pieces earlier, and if we do, it is our practice to timmediately contact the client and schedule the replacement pieces to be installed into their chair Mrs*** knew we were doing this, was given the timeframe and was agreeable to this order of events
Mrs*** gave different options to having this matter resolved to her satisfaction The very first one was that we repair the mechanism on the chair which was not delivered to her broken We immediately began this process, and once the parts are delivered to our Service Center in Fort Collins, we will immediately replace the mechanism with the newly build base to their chair The ***'s entered into a contract with La-Z-Boy when they ordered their custom made furniture It is furniture built specifically for their home and their tastes As such, they cannot discuss replacing their Spectator recliners with chose new different recliners We are able to satisfactorily replace the seat mechanism on their recliner, which we are not even sure how it was broken, and they will have a brand new recliner
Mrs*** is receiving excellent and timely customer care from our Service Center We were surprised to see this complaint filed with the Revdex.com; however, as is our practice, we will do everything in our power to make this right for the ***s
Thank you for your time

La-Z-Boy Furniture Galleries have provided excellent customer service to Ms*** since April, Our highly qualified Service Center technicians, with the ongoing advise and support from La-Z-Boy Product Support, have worked closely together for a number of hours regarding the three (3)
in-home service calls made to Ms***'s home We have been to Ms***'s home two times to add fiberfill to the cushions exactly where Ms*** wanted added fiberfill A third visit was to install a brand new replacement cushion made specifically specifically for Ms***'s chair The chairs are quality made chairs and the cushions are simply responding to the daily use of Ms***, her family and household pets We have done everything we can for Ms*** and her chairs Thank you for the opportunity to respond to Ms***'s complaint to the Revdex.com

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Dear Mr***,I have had the opportunity to review your initial complaint to the Revdex.com, along with all the responses provided by your sales representative, Lisa L*** Mr***, Lisa not only did as you asked and matched the price discount from *** *** *** for both your sofa and love seat, but she also provided excellent customer service by meeting with you on several occasions to discuss this matter, and was very thorough in responding to your written complaints to the Revdex.com It is my belief that Lisa acted accordingly to our written policies, and we have not committed fraud or intentionally deceived you in any way However, despite our attempts to make things right with you, it is obvious you are not happy with your purchases We are committed to providing excellent customer service, and as such, I would like to pick up both your sofa and love seat tomorrow, Wednesday, July and issue you a full refund for these items Lisa is in agreement with this proposal Please contact me this afternoon by 5:p.mat *** *** * so that we may finalize this matter to your satisfaction Respectfully,Beth H*** Beth H***Operations Manager*** *** *** ***
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Complaint: ***
I am rejecting this response because:
I returned a call to la z boy on 2/21/and was told Leslie was not in and she would contact me backThe message left by Leslie on 2/17/did not state they re-ordered a loveseat nor did it describe how they planned to resolve the issue, only to call herOur complaint included issues with the couch that was orders as wellA new loveseat will not resolve the defects we have in both pieces.our request is including reimbursement for the monies paid to la z boy
Regards,
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*** *** *** *** * *** *** ***Revdex.com Complaint ID ***Lisa,Thank you for your response, albeit days after my initial e-mail."*** *** *** 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 *** *** ***, 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" *** *** *** 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 *** *** ***'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 *** 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.***

Thank you for sharing with us this complaint filed by Mrs*** To be honest, we are surprised by her complaint We have immediately responded to her concerns as follows: Yes, the back of the Spectator's seat was torn It was torn during shipping from the factory to
our warehouse We found this tear during our thorough inspection of the item after it was pulled from box and BEFORE it was delivered to Mrs*** on November 16, We immediately contacted her and let her know that there was a tear She chose to accept delivery with the tear in back of one seat knowing that we were aware of the issue, and to repair it, we would need to bring the back of chair to our Service Center to re-upholster it Our service techs went to their home, when it was convenient for Mrs*** on December 22, and returned the re-upholstered back the very next day Mrs*** never mentioned a problem with the Spectator mechanism at the time of delivery or during any of our telephone conversations in scheduling a service call to their home It was only when we went to the home on December 22, to pick up the back to bring to our Service Center, over a month after the chair had been delivered, that Mrs*** said something about the mechanism The condition of the mechanism and the metal bracket was serious enough that:A It never would have left the La-Z-Boy factory in this condition and B During our thorough inspection process here at our La-Z-Boy warehouse it would have been found and not ever delivered to the client in the first place We believe that the extreme damage done to the chair was done in the home However, after our visit to review the broken mechanism, we immediately placed an order to La-Z-Boy Product Support, sent them photos, we ordered the mechanism side sub assembly for both the left and right side of the chair This order was confirmed on December 29, Yes, it sometimes takes up to to weeks to receive part and that is because the ***'s items were custom made for their home Out of curtosy, we are replacing the frame, mechanism, springs and foam on this chair These units have to be rebuilt custom to the ***'s chair which is why it takes time to receive these parts in our Fort Collins warehouse It is always our hope that we receive these custom made pieces earlier, and if we do, it is our practice to timmediately contact the client and schedule the replacement pieces to be installed into their chair Mrs*** knew we were doing this, was given the timeframe and was agreeable to this order of events Mrs*** gave different options to having this matter resolved to her satisfaction The very first one was that we repair the mechanism on the chair which was not delivered to her broken We immediately began this process, and once the parts are delivered to our Service Center in Fort Collins, we will immediately replace the mechanism with the newly build base to their chair The ***'s entered into a contract with La-Z-Boy when they ordered their custom made furniture It is furniture built specifically for their home and their tastes As such, they cannot discuss replacing their Spectator recliners with chose new different recliners We are able to satisfactorily replace the seat mechanism on their recliner, which we are not even sure how it was broken, and they will have a brand new recliner Mrs*** is receiving excellent and timely customer care from our Service Center We were surprised to see this complaint filed with the Revdex.com; however, as is our practice, we will do everything in our power to make this right for the ***s Thank you for your time

Complaint: ***
I am rejecting this response because:
I returned a call to la z boy on 2/21/and was told Leslie was not in and she would contact me backThe message left by Leslie on 2/17/did not state they re-ordered a loveseat nor did it describe how they planned to resolve the issue, only to call herOur complaint included issues with the couch that was orders as wellA new loveseat will not resolve the defects we have in both pieces.our request is including reimbursement for the monies paid to la z boy
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
First my home is NOT FILTHY I am highly offended they go so far as to claim vicks had to be used as well as them then lie to me about a cold and wear masksAs for the Animal hair I was unaware as I thought my housekeeper was cleaning better than she wasShe has since been let go and a new one is in her place!!!!! Second I was told by Andrew as I stated earlier that the fabric would in fact hold up to pets we asked that question specifically upon purchaseInterestingly enough when I called the next day to ask him a question I learned he had been let goWhen I purchased the sectional I heard only highest praise for Andrew so why was he let go? Did he lie to us??? Lastly if they cannot fix this problem as I asked then they are welcome to come and pick up the furniture and issue me a complete refund I have never been so insulted in my life and feel an apology is in orderI will NEVER purchase anything from Laz-E-Boy again of this you can be certainMy sectional from the much better company *** *** *** lasted us with the dogs and one cat for yearsNot days I will be certain to let everyone I know that the customer service is reprehensible for the way they treat peopleSo now I want the sectional picked up and issued a complete refund immediately
Regards,
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Dear Mr***,I have had the opportunity to review your initial complaint to the Revdex.com, along with all the responses provided by your sales representative, Lisa L*** Mr***, Lisa not only did as you asked and matched the price discount from *** *** *** for both your sofa and love seat, but she also provided excellent customer service by meeting with you on several occasions to discuss this matter, and was very thorough in responding to your written complaints to the Revdex.com It is my belief that Lisa acted accordingly to our written policies, and we have not committed fraud or intentionally deceived you in any way However, despite our attempts to make things right with you, it is obvious you are not happy with your purchases We are committed to providing excellent customer service, and as such, I would like to pick up both your sofa and love seat tomorrow, Wednesday, July and issue you a full refund for these items Lisa is in agreement with this proposal Please contact me this afternoon by 5:p.mat *** *** * so that we may finalize this matter to your satisfaction Respectfully,Beth H*** Beth H***Operations Manager*** *** *** ***
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Complaint: ***
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 upAs 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 forI 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 complaintAlso, 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 $300. 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 soI 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 thisRegards,
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Thank you for sharing with us this complaint filed by Mrs*** To be honest, we are surprised by her complaint We have immediately responded to her concerns as follows: Yes, the back of the Spectator's seat was torn It was torn during shipping from the factory to
our warehouse We found this tear during our thorough inspection of the item after it was pulled from box and BEFORE it was delivered to Mrs*** on November 16, We immediately contacted her and let her know that there was a tear She chose to accept delivery with the tear in back of one seat knowing that we were aware of the issue, and to repair it, we would need to bring the back of chair to our Service Center to re-upholster it Our service techs went to their home, when it was convenient for Mrs*** on December 22, and returned the re-upholstered back the very next day Mrs*** never mentioned a problem with the Spectator mechanism at the time of delivery or during any of our telephone conversations in scheduling a service call to their home It was only when we went to the home on December 22, to pick up the back to bring to our Service Center, over a month after the chair had been delivered, that Mrs*** said something about the mechanism The condition of the mechanism and the metal bracket was serious enough that:A It never would have left the La-Z-Boy factory in this condition and B During our thorough inspection process here at our La-Z-Boy warehouse it would have been found and not ever delivered to the client in the first place We believe that the extreme damage done to the chair was done in the home However, after our visit to review the broken mechanism, we immediately placed an order to La-Z-Boy Product Support, sent them photos, we ordered the mechanism side sub assembly for both the left and right side of the chair This order was confirmed on December 29, Yes, it sometimes takes up to to weeks to receive part and that is because the ***'s items were custom made for their home Out of curtosy, we are replacing the frame, mechanism, springs and foam on this chair These units have to be rebuilt custom to the ***'s chair which is why it takes time to receive these parts in our Fort Collins warehouse It is always our hope that we receive these custom made pieces earlier, and if we do, it is our practice to timmediately contact the client and schedule the replacement pieces to be installed into their chair Mrs*** knew we were doing this, was given the timeframe and was agreeable to this order of events Mrs*** gave different options to having this matter resolved to her satisfaction The very first one was that we repair the mechanism on the chair which was not delivered to her broken We immediately began this process, and once the parts are delivered to our Service Center in Fort Collins, we will immediately replace the mechanism with the newly build base to their chair The ***'s entered into a contract with La-Z-Boy when they ordered their custom made furniture It is furniture built specifically for their home and their tastes As such, they cannot discuss replacing their Spectator recliners with chose new different recliners We are able to satisfactorily replace the seat mechanism on their recliner, which we are not even sure how it was broken, and they will have a brand new recliner Mrs*** is receiving excellent and timely customer care from our Service Center We were surprised to see this complaint filed with the Revdex.com; however, as is our practice, we will do everything in our power to make this right for the ***s Thank you for your time

La-Z-Boy Furniture Galleries have provided excellent customer service to Ms*** since April, Our highly qualified Service Center technicians, with the ongoing advise and support from La-Z-Boy Product Support, have worked closely together for a number of hours regarding the three (3)
in-home service calls made to Ms***'s home We have been to Ms***'s home two times to add fiberfill to the cushions exactly where Ms*** wanted added fiberfill A third visit was to install a brand new replacement cushion made specifically specifically for Ms***'s chair The chairs are quality made chairs and the cushions are simply responding to the daily use of Ms***, her family and household pets We have done everything we can for Ms*** and her chairs Thank you for the opportunity to respond to Ms***'s complaint to the Revdex.com

I have read Ms*** rejection to our response. Ms*** did call our sales rep, Leslie N**, back on her day off. MsN** had not yet returned to work yet when Ms*** had submitted her rejection. We have absolutely NO record either in our Service Center records or client ticket records dating to where Ms*** 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*** 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***' warranty on the sofa expired on May 14, 2016. As such, right now we are only focused on the loveseat which is the only item Ms*** has had us addressing since 2015. As I stated earlier, at the end of all our attempts to make things right with Ms*** 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 2015. Ms*** will receive a brand new loveseat in the same model and cover as she currently has in her home. Thank you.

Greetings!After much research, I am in agreement with *** *** 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** had taken over the care of Ms
*** as a client when this matter became an issue back in the beginning of 2015. MsN** was contacted by our Service Center Manager on several occasions between July and November to re-order Ms***' loveseat; however, we did not know that MsN** had not ordered the replacement love seat until this complaint was filed with Revdex.com. MsN** has now ordered the loveseat, has called Ms*** and left her a message to apologize and let her know what was going to happen with replacement loveseat. To date, Ms*** has not returned MsN**'s phone call. We are doing everything Ms*** 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***