La-Z-Boy Galleries of Paramus

Thank you for allowing us the opportunity to respond to Ms***'s complaint against us with the Revdex.com.Yes, Ms*** has been in touch with our Service Center Manager, Nate L**, about the leather peeling away from her sofa, in particular where the seams meet. She has
talked with Nate and Nate asked for her to send him photos of where the leather is peeling. She did that, and then sent some additional information on May 17, 2017, only two weeks ago. When Nate received all of the information from Ms***, he forwarded all the information, plus the photos, to our La-Z-Boy Product Support department for their inspection. Nate is required to send these kind of issues to this department and they will advise him what the next step is regarding the care of the upholstered item. Sometimes it can take up to business days for the Product Support team to review and advise regarding our submitted requests as they handle all special requests from all 200+ La-Z-Boy stores. As of today, it has only been business days. Yes, we do offer to our clients the opportunity to purchase a *** *** warranty for both their leather and fabric upholstered furniture. Unfortunately, La-Z-Boy does not own or have any ability to control how *** *** does their business with our clients. I am sorry that Ms*** has not received any response to her calls to *** ***. I have forwarded Ms***'s email stating the concern of the peeling leather, the photo and advised that *** *** has not responded to any of her calls to our Third Party Protection Team at La-Z-Boy corporate offices in Monroe, Michigan. They will take this matter over on behalf of our La-Z-Boy Retail store in Fort Collins. I have copied them on this response to you. There is not a phone number, but you may reach them directly at ***

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

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

Complaint: ***
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,
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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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? 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***

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.?

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,
*** ***-***

Complaint: ***
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 ***.? 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,
*** ***

Complaint: ***
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*** as requested
Regards,
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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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Complaint: ***
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*** ***?

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

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 allowing us the opportunity to respond to Ms. [redacted]'s complaint against us with the Revdex.com.Yes, Ms. [redacted] has been in touch with our Service Center Manager, Nate L**, about the leather peeling away from her sofa, in particular where the seams meet.  She has...

talked with Nate and Nate asked for her to send him photos of where the leather is peeling.  She did that, and then sent some additional information on May 17, 2017, only two weeks ago.  When Nate received all of the information from Ms. [redacted], he forwarded all the information, plus the photos, to our La-Z-Boy Product Support department for their inspection.  Nate is required to send these kind of issues to this department and they will advise him what the next step is regarding the care of the upholstered item.  Sometimes it can take up to 15 business days for the Product Support team to review and advise regarding our submitted requests as they handle all special requests from all 200+ La-Z-Boy stores.  As of today, it has only been 11 business days.  Yes, we do offer to our clients the opportunity to purchase a [redacted] warranty for both their leather and fabric upholstered furniture.  Unfortunately, La-Z-Boy does not own or have any ability to control how [redacted] does their business with our clients.  I am sorry that Ms. [redacted] has not received any response to her calls to [redacted].  I have forwarded Ms. [redacted]'s email stating the concern of the peeling leather, the photo and advised that [redacted] has not responded to any of her calls to our Third Party Protection Team at La-Z-Boy corporate offices in Monroe, Michigan.  They will take this matter over on behalf of our La-Z-Boy Retail store in Fort Collins.  I have copied them on this response to you.  There is not a phone number, but you may reach them directly at [redacted]

Complaint: [redacted]
I am rejecting this response because: requested settlement has not been offered by la z boy. On 3/19/17 I forwarded the original email regarding the couch to Beth H[redacted] as requested.
Regards,
[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 Nov. 27th in the amount of $2500.  That was half of each table. The 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 paid. The attached ticket even shows an amount paid of $1250 on 11/27, which is half of the $2500 we paid. A 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 1 was delivered on Jan. 21st, and a payment for the second half of the table was paid in the amount of $1273.11.  We were told table 2 would be delivered mid Feb. The second table was delivered in Feb, and the second half of that table was paid for in the amount of $1263.81. 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 1. Both Jason and Nate also assured that they would get extra finish so that they could fix the finish on table 1 from where they attempted to fix the scratches that were not there at the time of purchase. We 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 him. We had never met him prior to Nov. 27th. I 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 2 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 decision. It 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 unreasonable. Table 1 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 2 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 2. With regards to me waiting, that is not at all true.  Table 2 was received late April, and I was notified to come approve it prior to delivery.  After about 1 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 of. The 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 $300 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 $100 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 2 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 $300 refund.  We opted to take the refund since we were already struggling with getting our order correct. I 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 6/22 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 3-4 days.  I was given a case number [redacted].  I never received a response. During 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 7/21 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 it. Once 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 finish. If 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 3 for us, we also need them to fix the finish on table 1 since they rubbed much of the tables finish off. We 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 place. The 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 $300 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.  Ms. N** 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 2015 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, 2016.  As such, right now we are only focused on the loveseat which is the only item Ms. [redacted] has had us addressing since 2015.  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 2015.  Ms. [redacted] will receive a brand new loveseat in the same model and cover as she currently has in her home.  Thank you.

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 you. This 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 3 at their cost, as well as replace the finish 1 table one that was removed by their service department. We 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 2 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 service. I 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 $300 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 finish. If 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 false 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 effort. Responding to a message on Revdex.com with false 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]

Complaint: [redacted]
I am rejecting this response because:
The loveseat was still not addressed on 6/21/16 when I sent the following email:Leslie and Margaret,Per my last email, I have attached 2 pictures. One is of what the leather should look like and does look like on all the pieces. The 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 that. We 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]