La-Z-Boy

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Customer did purchase a chair from our store and took delivery of said chair on 12/17/The first time we heard from the customer about any problem was 9/11/Customer called and said that a plastic piece broke off of their mechanismAt that time, our service coordinator explained that their chair was outside of the one year labor warranty and that it could be brought in for a free assessment or a house call would be a charge of $We explained to the customer that we could go ahead and order the part and the wife said she would have her husband drop the chair off the following TuesdayCustomer never brought the chair in, but the part came in to our store on 10/15/We made a couple of calls to the customer that the part was available for pick up (10/15/14, 11/24/14) and they finally picked the part up around 12/1/We then heard from the customer again on 2/20/Customer’s wife called and said that the legrest was not functioning properly againMy customer service coordinator discussed this with her and they agreed to bring the chair in for an assessmentMy service manager looked at the chair and discovered that both legrest mechanisms and both rear seat swings were bent and need to be replacedOn 2/23/16, the customer service coordinator called and spoke to Mr [redacted] and explained what we found and to get a labor approval of $to make said repairsCustomer was not happy with this and said he needed to discuss it with his wife and get back to usOn 2/24/16, Mr [redacted] called back to speak to customer service, but she was out due to a snow storm that was hitting our area and he spoke to a salespersonHe stated that this was a continuous issue with his recliner and was unhappy about the labor chargeThe salesperson explained that she was the wrong person to discuss this with and that he needed to speak to customer serviceOn 2/29/16, customer called and spoke to customer service and was upset over the $labor charge he was quotedIt was explained that once it is out of the one year warranty, parts are free and labor would have to be paid forHe stated that they have been having problems with this chair since they bought it and also stated that he did get the parts from but had never fixed the chairHe told my service coordinator that she had been very professional and courteous but that he was going to call the Revdex.com and tell them of his experience and to dispose of the chairThe corporate warranty is such: Metals parts are covered for the lifetime the customer owns the furnitureLabor is covered under the first year that a customer owns the chairThe reason for that is that if something is deemed defective, a defect would show within the first year of ownershipAfter the one year, most issues are attributed to use and wear and tearTransportation and service calls are never covered under the corporate warranty, but our store includes one year of both if the furniture was delivered by our truck (as stated on our sales order terms of sale)This customer’s one year ran out on 12/17/I am including copies of the customer’s sales order, two service tickets, a copy of our terms of sale (which is printed on the back of the customer’s sales order), and information directly from the La-Z-Boy corporate site (which discusses the warranty coverage at www.la-z-boy.com/content/CustomerCare/WarrantyInformation)We take very meticulous notes when clients callOur policy is to start a service order at the time of a phone call, whether or not the customer ever follows through with obtaining the serviceWe have only two tickets for this client which means that they have only addressed us with concerns twiceIt has been explained in and in about how the warranty works, so I am surprised that the customer is taking issue with this nowThe policy is a corporate policy and it applies to all customersAlthough the client has said to dispose of his chair, we have not done soIn fact, we ordered the parts that it needs and they have arrived at our storeWe are able and willing to repair this customer’s chair, but we will not waive the labor charge ($60) or deliver it back to them for free (which would be a one way charge of $plus tax)If he still wants us to dispose of the chair, I will need that request done in writingIf you need any additional information, please don’t hesitate to contact meTiffany M D [redacted] Store Manager La-Z-Boy Furniture Gallery South Street Lafayette, IN 765-446-F 765-446-

I am rejecting this response because: IN RESPONSE TO LA Z BOY WE WERE NEVER INVITED BACK TO THE STORE TO HEAR THE BANGING SOUNDS THEY NEVER TRIED TO ACCOMMODATE US IN ANYWAY, ONE OF THEIR QUESTIONS WAS ARE THE CHAIRS ON A RUG AT THE TIME THEY WERE ON OUR HARD WOOD FLOORS, THEY ATTRIBUTED THE BANGING NOISE TO THAT SO WE REARRANGED OUR LIVING ROOM TO ACCOMMODATE THE CHAIRS, AND AS A RESULT WE STILL HAVE THE NOISE AS LOUD AS BEFORE IF YOU ARE IN ANOTHER ROOM OF THE HOUSE AND THE CHAIRS IS RECLINED IT SOUNDS LIKE SOMEONE FELL IF THE CHAIRS MADE THIS KIND OF NOISE IN THE SHOWROOM WE WOULD NOT HAVE PURCHASED THEM WE ARE ALSO WILLING TO LOOSE OUR $DEPOSIT BECAUSE THATS HOW UNHAPPY WE ARE WITH THE CHAIRS

Customer purchased a massage power chair from our store on 12/7/during a special sales eventShe paid $for the chair itself, $for fabric protection and $for delivery, for a total sale of $Her salesperson was [redacted] ***, who is also our Assistant Store ManagerThe chair was ordered in for the customer and was delivered to her on 1/22/ On Sunday, 1/25/15, customer came into the store and because our salespeople are on an up system, the available salesperson, [redacted] , greeted herCustomer began talking about how they got a chair that was defective and they were looking for a chair to replace it with [redacted] approached our Assistant Store Manager, [redacted] , and she explained that because she sold to her, she could not get involved in a service issue and that the customer would need to contact our customer service departmentThat is our policyIt is difficult for her to handle service issues for her own clients because it can be perceived as favoritism by other members of the sales force, so she is not allowed to intervene with clients that she sells toCustomer was clearly agitated and expected immediate answers to requests, but unfortunately, Sundays are the one day that our office and service staff is not available [redacted] explained to the customer that a service issue would have to be handled by our service coordinator, [redacted] He gave the customer her business card and hours that she can be reached Customer called [redacted] on Monday, 1/in the morningBecause this was purchased during a special sales event, [redacted] explained that returning the chair was not an option for the sales contract clearly stated thatCustomer was told that we would honor the manufacturer’s warranty, but that an exchange or refund would not be an optionCustomer requested a copy of the sales contract (they should have received a copy the day the purchased) and we made a copy and mailed it to the customerWe even scheduled a special house call to accommodate the client’s schedule outside of our house call daysOur service man is going out to see what might be the problem on Thursday, 1/This could be a simple issue that the connections are not tight enough, or could be something else, but until we have a chance to look at the chair, I have no way of determining that I have included a copy of the sales contract the customer signed and a copy of the back that states the terms of the saleAt this time, we will not be issuing a refund or an exchange to this customerWe are honoring the manufacturer’s warranty as per our contract (#Service Policy) If you have any further question or concerns, please feel free to contact me [redacted] Store Manager La-Z-Boy Furniture Gallery South Street Lafayette, IN 765-446-F 765-446-8844%

Re: the question if the recliner is under warrantyThe chair is no longer under warranty, but it was under warranty when the issue with the foot rest occurred The foot rest was never repaired because the store wanted to charge us for the repair person to come to the house or for us to return the chair to the store We didn't feel either option was fair so the store gave us parts for us to fix it ourselvesWe were never able to eliminate the p***lem with the foot rest even after going to the store and asking for a demonstration on how to properly install the parts thank you, [redacted]

Re: the question if the recliner is under warranty The chair is no longer under warranty, but it was under warranty when the issue with the foot rest occurred The foot rest was never repaired because the store wanted to charge us for the repair person to come to the house or for us to return the chair to the store We didn't feel either option was fair so the store gave us parts for us to fix it ourselvesWe were never able to eliminate the p***lem with the foot rest even after going to the store and asking for a demonstration on how to properly install the parts thank you, [redacted]

Good afternoon, I have been in touch with *** and La-Z-Boy Corporate since I received this customers complaintThis customer will be receiving a full refund for the chair in questionPer her request, the chair will be picked up at her home but only after the check is receivedI will be picking this recliner up at the customers home personally in hopes to make it as convenient as possible for herThe check is currently being processed for payment with La-Z-Boy and should be mailed to us on Friday March 19, As soon as I receive the check I will contact this customer to make arrangements for the pick up and refund at her homeI would expect to receive the refund check for her by March 26, 2016 so I will contact her accordinglyRegards,Thomas *** General Manager La-Z-Boy Furniture Galleries Latham, Clay, Rochester, and Auburn, N.Y

Initial Business Response /* (1000, 5, 2015/04/27) */
Dear Revdex.com,
Thank you for the letter from ***
We are the office of the manufacturer here in Monroe, Michigan
The dealership where the customer made their purchase is a privately owned and operated dealership
Because we do not own
or operate the dealership, we have no control or jurisdiction over their deliveries, service or policies and procedures
We have forwarded a copy of the Revdex.com complaint to the privately owned dealership to contact the customer on the matter
Kindest Regards,
La-Z-Boy Incorporated
*** **
Escalation Specialist

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***

Revdex.com:
I have...

reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Good afternoon,We have been in contact with the customer. Her furniture has been re-ordered and she will be receiving the new pieces in roughly 6-8 weeks.Thank you,[redacted]Store Manager, Saugus, MA (#**)La-Z-Boy Inc.Office [redacted]Live Life Comfortably

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint number [redacted].Customer has picked up parts.Issue resolved.

Re: the question if the recliner is under warranty.. The chair is no longer under warranty, but it was under warranty when the issue with the foot rest occurred.  The foot rest was never repaired because the store wanted to charge us for the repair person to come to the house or for...

us to return the chair to the store.  We didn't feel either option was fair so the store gave us parts for us to fix it ourselves. We were never able to eliminate the p[redacted]lem with the foot rest even after going to the store and asking for a demonstration on how to properly install the parts.  thank you,[redacted]

Customer did purchase a chair from our store and took delivery of said chair on 12/17/11. The first time we heard from the customer about any problem was 9/11/14. Customer called and said that a plastic piece broke off of their mechanism. At that time, our service coordinator explained that their chair was outside of the one year labor warranty and that it could be brought in for a free assessment or a house call would be a charge of $79. We explained to the customer that we could go ahead and order the part and the wife said she would have her husband drop the chair off the following Tuesday. Customer never brought the chair in, but the part came in to our store on 10/15/14. We made a couple of calls to the customer that the part was available for pick up (10/15/14, 11/24/14) and they finally picked the part up around 12/1/14. We then heard from the customer again on 2/20/2016. Customer’s wife called and said that the legrest was not functioning properly again. My customer service coordinator discussed this with her and they agreed to bring the chair in for an assessment. My service manager looked at the chair and discovered that both legrest mechanisms and both rear seat swings were bent and need to be replaced. On 2/23/16, the customer service coordinator called and spoke to Mr. [redacted] and explained what we found and to get a labor approval of $60 to make said repairs. Customer was not happy with this and said he needed to discuss it with his wife and get back to us. On 2/24/16, Mr. [redacted] called back to speak to customer service, but she was out due to a snow storm that was hitting our area and he spoke to a salesperson. He stated that this was a continuous issue with his recliner and was unhappy about the labor charge. The salesperson explained that she was the wrong person to discuss this with and that he needed to speak to customer service. On 2/29/16, customer called and spoke to customer service and was upset over the $60 labor charge he was quoted. It was explained that once it is out of the one year warranty, parts are free and labor would have to be paid for. He stated that they have been having problems with this chair since they bought it and also stated that he did get the parts from 2014 but had never fixed the chair. He told my service coordinator that she had been very professional and courteous but that he was going to call the Revdex.com and tell them of his experience and to dispose of the chair. The corporate warranty is such: Metals parts are covered for the lifetime the customer owns the furniture. Labor is covered under the first year that a customer owns the chair. The reason for that is that if something is deemed defective, a defect would show within the first year of ownership. After the one year, most issues are attributed to use and wear and tear. Transportation and service calls are never covered under the corporate warranty, but our store includes one year of both if the furniture was delivered by our truck (as stated on our sales order terms of sale). This customer’s one year ran out on 12/17/2012. I am including copies of the customer’s sales order, two service tickets, a copy of our terms of sale (which is printed on the back of the customer’s sales order), and information directly from the La-Z-Boy corporate site (which discusses the warranty coverage at www.la-z-boy.com/content/CustomerCare/WarrantyInformation). We take very meticulous notes when clients call. Our policy is to start a service order at the time of a phone call, whether or not the customer ever follows through with obtaining the service. We have only two tickets for this client which means that they have only addressed us with concerns twice. It has been explained in 2014 and in 2016 about how the warranty works, so I am surprised that the customer is taking issue with this now. The policy is a corporate policy and it applies to all customers. Although the client has said to dispose of his chair, we have not done so. In fact, we ordered the parts that it needs and they have arrived at our store. We are able and willing to repair this customer’s chair, but we will not waive the labor charge ($60) or deliver it back to them for free (which would be a one way charge of $40 plus tax). If he still wants us to dispose of the chair, I will need that request done in writing. If you need any additional information, please don’t hesitate to contact me. Tiffany M D[redacted] Store Manager La-Z-Boy Furniture Gallery 3859 South Street Lafayette, IN 47905 765-446-1199 F 765-446-8844

Re: the question if the recliner is under warranty..
 
The chair is no longer under warranty, but it was under warranty when the issue with the foot rest occurred.  The foot rest was never repaired because the store wanted to charge us for the repair person to come to...

the house or for us to return the chair to the store.  We didn't feel either option was fair so the store gave us parts for us to fix it ourselves. We were never able to eliminate the p[redacted]lem with the foot rest even after going to the store and asking for a demonstration on how to properly install the parts.  thank you,
[redacted]

Customer purchased a massage power chair from our store on 12/7/14 during a special sales event. She paid $953 for the chair itself, $40 for fabric protection and $79 for delivery, for a total sale of $1147.04. Her salesperson was [redacted], who is also our...

Assistant Store Manager. The chair was ordered in for the customer and was delivered to her on 1/22/15.
 
On Sunday, 1/25/15, customer came into the store and because our salespeople are on an up system, the available salesperson, [redacted], greeted her. Customer began talking about how they got a chair that was defective and they were looking for a chair to replace it with. [redacted] approached our Assistant Store Manager, [redacted], and she explained that because she sold to her, she could not get involved in a service issue and that the customer would need to contact our customer service department. That is our policy. It is difficult for her to handle service issues for her own clients because it can be perceived as favoritism by other members of the sales force, so she is not allowed to intervene with clients that she sells to. Customer was clearly agitated and expected immediate answers to requests, but unfortunately, Sundays are the one day that our office and service staff is not available. [redacted] explained to the customer that a service issue would have to be handled by our service coordinator, [redacted]. He gave the customer her business card and hours that she can be reached. 
 
Customer called [redacted] on Monday, 1/26 in the morning. Because this was purchased during a special sales event, [redacted] explained that returning the chair was not an option for the sales contract clearly stated that. Customer was told that we would honor the manufacturer’s warranty, but that an exchange or refund would not be an option. Customer requested a copy of the sales contract (they should have received a copy the day the purchased) and we made a copy and mailed it to the customer. We even scheduled a special house call to accommodate the client’s schedule outside of our normal house call days. Our service man is going out to see what might be the problem on Thursday, 1/29. This could be a simple issue that the connections are not tight enough, or could be something else, but until we have a chance to look at the chair, I have no way of determining that.
 
I have included a copy of the sales contract the customer signed and a copy of the back that states the terms of the sale. At this time, we will not be issuing a refund or an exchange to this customer. We are honoring the manufacturer’s warranty as per our contract (#7 Service Policy).
 
If you have any further question or concerns, please feel free to contact me.
 
 
 
[redacted]
Store Manager
La-Z-Boy Furniture Gallery
3859 South Street
Lafayette, IN 47905
765-446-1199
F 765-446-8844%

I am rejecting this response because:
IN RESPONSE TO LA Z BOY WE WERE NEVER INVITED BACK TO THE STORE TO HEAR THE BANGING SOUNDS.  THEY NEVER TRIED TO ACCOMMODATE US IN ANYWAY, ONE OF THEIR QUESTIONS WAS ARE THE CHAIRS ON A RUG.  AT THE TIME THEY WERE ON OUR HARD WOOD FLOORS, THEY...

ATTRIBUTED THE BANGING NOISE TO THAT.  SO WE REARRANGED OUR LIVING ROOM TO ACCOMMODATE THE CHAIRS, AND AS A RESULT WE STILL HAVE THE NOISE AS LOUD AS BEFORE.  IF YOU ARE IN ANOTHER ROOM OF THE HOUSE AND THE CHAIRS IS RECLINED IT SOUNDS LIKE SOMEONE FELL.  IF THE CHAIRS MADE THIS KIND OF NOISE IN THE SHOWROOM WE WOULD NOT HAVE PURCHASED THEM.  WE ARE ALSO WILLING TO LOOSE OUR $400.00 DEPOSIT BECAUSE THATS HOW UNHAPPY WE ARE WITH THE CHAIRS.

I am rejecting this response because:
 Some of the details of the response response is  inaccurate  regarding my complaint. My Initial complaint was and still remains with the distorted alignment of the mechanisms.  It feels as though I am reclined even when  I'm not reclining.   La-Z-Boy eplaced the cushions of the couch  which had nothing to do with the issue I was complaining about. I have purchased and owned La-Z-Boy  furniture for over 20 years  and have never had such a low quality item from them as this couch recliner.

To Whom It May Concern:Mr. [redacted] purchased his furniture and took delivery 2-11-2016. His first call to us was 8-25-16. He said that one of the backs of his sofa would not stay up and seemed to not be as firm as before. We inspected his units on 9-22-16. Tech indicated that the poly was...

compressing and to file a claim to order poly. We filed a claim with digitals to LZB Corporate and their answer to the claim was to order poly as a onetime  courtesy. Poly will compress to point with use. Our warranty is to replace the defective part, not the entire piece. Our technician does not have the authority to indicate when a unit gets replaced. That is up to LZB Corporate. Parts arrived in our store and we scheduled the installation.Customer once again called in to state that he was still not happy with the furniture even after the poly was replaced. At that point he was now stating that there were gaps between he units. Gaps on reclining units are normal. They are individual  pieces that need space to move when using the mechanisms. We sent digitals once again in for review and the claim as denied. Everything is up to LZB's specifications.Thank you![redacted]