La-Z-Boy Reviews (28)
Revdex.com,Thank you so much for bringing this to our attention. We definitely want to respond to our clients in a swift manner.We've contacted our client and issued their refund check already, and are having it overnighted to them to get it to them quicker. They were very happy with...
Good afternoon, I was unaware of this situation until I received this complaint, seeing [redacted] is a third party service provider. I have since been in contact with [redacted] and Comfort Care, La-Z-Boy's service department. They were in Contact with Mrs. [redacted] looking to...
Review: May 6, 2013
Review: Sales Ticket Number: [redacted] Date of Purchase: 4/29/2014I am writing to voice my dissatisfaction with the customer service (lack of service to be more specific) provided by the staff of your [redacted] store. I have lost faith in dealing directly with them as the individuals I have spoken with have consistently failed to keep their promises on almost every occasion.I purchased a reclining couch and loveseat without center counsel, the couch was in stock and delivered on or about May 2 with no issues. Delivery driver and helper were polite and helpful.At the time of the purchase, the sales associate ([redacted]) indicated that the custom order loveseat without a center counsel would take about a month but they had to put down that it would be 4-6 weeks just in case. He indicated that someone would call to schedule a delivery within that time frame. Never happened.On 6-18 @ 11:15 AM I called the Newington store and spoke to [redacted] (sp?) inquiring as to when the loveseat I paid for would be delivered. She indicated she could not help me. I requested to speak with a manager at which time she indicated that the manager was busy with a customer that he would call me back in a few minutes. Never happened.At 1:37 pm on the same day I called and talked to [redacted] again and she indicated that the manager had left and she had me talk to a sales associate named [redacted]. I explained that I had paid for a loveseat and that I was not called as promised and that nobody thus far could tell me why it had not been delivered. He was able to determine that the fabric was back ordered and that the piece would probably be ready for deliver in early July. He scheduled a tentative delivery for 7-2. He also offered to credit me the cost of delivery ($99 plus tax) for all of my trouble. He indicated that when the final piece of furniture was delivered that all I had to do was call him at the store and he would process the refund to my credit card. A call to confirm all of this was promised. Never happened.On 7-1-2014 (afternoon) I called and spoke to [redacted] as [redacted] was not there. After checking, he indicated that the loveseat was available for delivery. I asked to schedule the delivery for the following week as I had made plans to work having not heard back from anyone to confirm delivery. He promised to call me by 4:30 that afternoon to confirm a day for delivery the following week. Never happened.Over the Holiday weekend (Saturday, 7-5) I got a call from a store representative to tell me that they could not deliver the loveseat any day the following week. We ultimately scheduled it for delivery on 7-25. The piece was delivered by 3 very polite and efficient young men.As instructed by [redacted], I called the store after the delivery and spoke to a [redacted]. She was vague about the whereabouts of [redacted] but insisted she could help me. I explained the whole story again and said that I simply wanted the delivery fee refund that was promised and to put the hassles behind me. She then informed me that it was store policy that I had to drive to the store to process the refund in person. I took exception to this as I felt that I had been inconvenienced enough by now. It is a minimum 20 minute drive to the store and I could not be assured that a manager would be there to process the refund. At that point I asked to speak to a manager and for a telephone number for corporate customer service. After being put on hold she informed me that she would be able to process a refund and she took all of my credit card information. She assured me twice that she would call me right back if there were any problems processing the transaction and that she would mail me a receipt as well. Never got a call. Never got a receipt.It has been 7 days since that conversation and I have checked my [redacted] account on line to see if anything had been processed. It has not.I cannot remember ever being lied to so much by so many different associates of what I believed to be a legitimate, reputable company. So far we are enjoying the product but have nothing good to say about the experience. I can honestly say that I will not recommend Lazboy furniture to anyone because of this. I am done calling the store ergo this long letter chronicling their lack of sincere response to reasonable requests. There were many opportunities for the store staff and management to recover from this but, simply put, they failed miserably to do so.All I want is for Lazboy to refund the delivery fee as promised.As a side note, as I have been forced to resort to type this all out, I will be forwarding this correspondence to any and all consumer protection agencies available i.e. Revdex.com, Consumer Protection Agency, etc. I will tell my story to anyone who will listen at this point as I am that amazed at how poorly this store performed.Desired Settlement: Promised refund of delivery fees. $99.99 Plus Tax.
Review: This is a customer service and product issue. Bought a new lazyboy power/message chair in early Dec 2014. Chair was delivered on 1/22/2015. On 1/23, the message and power would shut down at different times. Visited the store where the Asst Manager would not come over to assist in a resolution (which happened to be the original sales person). Did not even come over to apoligize. I was told by a new salesperson that I had to contact the service department where they would more than likely want to repair the chair. This is only a 3 day old chair. I am not willing to pay 1200.00 dollars for a chair that becomes refurbished after a repair. I was willing to exchange for another chair but again, the Asst Manager would not come over to work with me. Keeping the chair in not an option to me since it was over 1100 dollars. Your help would be appreciatedDesired Settlement: Willing to exchange for a chair without heat/message as I feel there is a defect with the heat/message and overage paid back to me or a total refund.
Review: My wife and I ([redacted] and [redacted] ordered a sectional from La-Z-Boy furniture. Of course, they take a while to make and ship. This we were aware of and OK with. After waiting for our product, it was finally delivered on November 1, 2013. There are 7 pieces to our sectional. Out of the 7 pieces three items were either broke or missing parts. On November 2nd, after a few phone calls to the store, a service tech did arrive at the house to look at/fix the sectional. The technician was able to fix 2 of the items, but 1 piece remains broke. From the factory, this piece was missing items that makes it recline. On November 4th the store manager called me and apologized for the problems we were having. He made sure that I was not going to be charged any fees for repair. This confused me a little. Why would I be charged any fees? This was delivered from the factory with issues. On November 13th or 14th, I called La-Z-Boy to find out what was going on. I spoke with the manager once again and asked him about our parts. He had stated that they were ordered and was not sure when they would arrive. Since my wife and I ordered a completely functional sectional, and paid well over $5,000, I was actually quite surprised that we still had a partially functioning sectional. I asked why have we been waiting 2 weeks since delivery, for these repair parts. He stated that they have been ordered and that is all he can do. He was not going to expedite any parts, that I would just have to wait until they came in. The next day we received a call from La-Z-Boy saying that our parts have arrived. We called back on November 15th to schedule a time the technician could come out and repair our sectional. We set up a time for Wednesday, the 20th. We were told that the technician would call us 2 days before to give us a window of time that he would be there. On Monday the 18th, the technician called and we set up a time for in between 11 and 1 pm. Now, Wednesday comes and we receive a call that informs us of the wrong part being shipped. Now we are in the exact same position that we were in on November 2nd. Still a partially functioning sectional. It is going on 3 weeks now!! We paid good money for a completely functional sectional.Desired Settlement: This needs to be made right! I need this fixed. Not another 3 weeks from now, but NOW!!! I am in the customer service industry myself and deal with shipping multiple times a day. If I have a customer that received a faulty product, I expedite the part and pay for it myself. I understand that we live in Alaska, and expedited shipping is expensive, but I paid a lot of money for a product and it is still not fully functional. We brought our business to La-Z-Boy because they should have great customer service and a great product. Today, I am not sure about either. I am not upset, shocked a little, at the problems. I am extremely upset in the way the way that this store is dealing with it. They are quick to take your money for a product, but not so quick in dealing with the problems.
Review: In Nov 2011, my husband and I bought 5 pieces of recliners from Laz Boy. Since last year, we both started experiencing lower back pain. Since we were both complaining about the pain in the same region, our family doctor asked us to examine where we spend quite a bit of time. On examining, we both realized that we felt back strain and pain whenever we sat on specifically 2 couches. We went to the Monmouth store and they asked us to call [redacted] (Ticket#[redacted])We called Laz boy and they sent us a technician to examine after we paid for the technician's cost (Over$100). The technician came 2 weeks back, examined the couches, took pictures and said that both the couches lacked the level of fill that should have gone into the couches. He said this was a manufacturer defect that the couches were not filled with the poly-fill, as much as they should have filled with. He even showed us how much more poly-fill should go into the couches. We told him that we had no issues regarding the other 3 recliners. He said he would go back and put in his recommendation that this was clearly a manufacturer defect. 2 weeks went by and we did not hear from laz Boy. I just called them and spoke to [redacted] first who said that he saw in the technician's assessment that this was a manufacturer defect so they could send a technician to fix it by putting in more poly fill. Since we have no issues on the other 3 recliners, we are afraid that this manufacturer defect is much more than just the polyfill and we would like to either get a refund or a store credit so we can reselect. We are afraid that Lazy boy will just put a band aid fix and we may have this issue again 2 years down the road and at that time, since more time would have passed, lazy boy would not help us. The 2 pieces are indeed defective which the lazyboy technician, [redacted], and the escalation supervisor [redacted] have acknowledged.Desired Settlement: We would like to either get a refund or store credit to reselect. We don't want to go with a replacement,a s we are afraid that this defect may be design flaw in the styles; instead we are happy if we can reselect one of the other pieces that we have tried and know that they are good.
Review: Furniture order placed at the store on April 30th. As of today, the furniture has not been delivered and there has not been an accurate date for delivery provided.
Address: 5125 Jonestown Road, Ste 350, Harrisburg, Pennsylvania, United States, 17112
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