LazBoy Furniture Galleries

I visited this store 3 times in the past 3 days. The first 2 times I was helped, told the price of the sleeper sofa I wanted, and shown the colors in that price. When my husband and I had finally made a decision and hurried in to make it there before the end of the sale, we were RUDELY told by the man there that he could not get it for that price. He did not apologize for the misrepresentation of price or try to problem-solve with us at all. He told us the actual price and just stared at us. Obviously we walked out and are looking for a furniture store that will tell us the truth, will work with us, and values us as customers.

Review: As an old customer of Lay-Z-Boy, I've been very impress with the quality of their products. We decided recently to replace a 12 year old Lay-Z-Boy recliner with a nicer leather one. Unfortunately, product quality does not necessarily translate to good customer service or even fair business practice.I purchased a Lay-Z-Boy recliner on August 10, 2014, which I paid for $1,458, and includes a 5 year protection plan. The furniture was delivered on time on August 15 late morning. The store offered a 3 days sale event, with a 25% off discount. Unfortunately, the sales associate never disclose the returning policy of the store to us. However, a 3 days grace period was disclose to us after delivery to call in case we had any issues with the furniture.On August 16, we decided to inquire into exchanging the furniture for a bigger seat, as it looks much smaller at home than in the store, compared to the current recliner that we were attempting to replace. To my surprise, the sales associated that answered our call indicated that:1. A 30% re-stocking fee will apply to the final price or purchase, equal to $437.572. Withholding of Home Delivery fee, $69.993. Withholding of 5yr Protection plan fee, $110.004. The remaining $840.44 will be a store credit, non reimbursable.Bottom line is that I will be penalized to pay $617.56 to exchange the recliner.A cursory review of the sales receipt reveals no details associated to the store return policy. However, under Sales Notes title at the bottom fine prints, 4th bullet states in part the following: "Customer agrees to terms and conditions on reverse side." The reverse side of the invoice is completely blank...However, the reverse side of the attached 5yr Leather protection plan (right side, fifth paragraph from top), includes the following statement in part:" You have the right to cancel and return this Protection Plan for a full refund of the purchase price within twenty (20) days after delivery of the protection plan to you..". Also, line 5th of the same paragraph states in part: "A cancellation fee equal to the lesser amount of ten percent (10%) of the protection plan price or fifty and 00/100 Dollars ($50.00) may be deducted from the purchase price.."Is this a common sales practice for Lay-Z Boy? Is this a good business practice at all? In the past, we never had any issues with other competitors such as Bassett, Haverty's, Thomasville, etc.We are looking into exchanging the furniture for a bigger model, which most probably translate into a higher price and revenue for the store. Finally, I am extremely disappointed with the Lay-Z-Boy at this point. It appears that this company does not care about 100% satisfaction of their product, and engage in this kind of dubious business practice of non-disclosure of sale policies. I would appreciate some clarification/confirmation from Lay-Z-Boy on this matter. This is by far a poor business practice and not the best way to satisfy and retain old customers.Desired Settlement: We are looking for the following conditions:Exchange to another Lay-Z-Boy product with: 1. Full credit of paid amount, with the exception of Delivery Fee.2. Waive any restocking or other non-disclosed fees.3. Cancel of protection plan with no penalties. Purchasing of a new protection plan to our discretion.

Business

Response:

September 9, 2014Dear [redacted],This letter Is In reference to ID [redacted] from [redacted] at [redacted], VA [redacted].[redacted] contacted the store within three days of their purchase hoping to exchange the item they had delivered to a larger model.The sales associate that answered the phone did his due diligence in advising the [redacted]'s of their terms and conditions to pay the restocking fee and services and delivery, The sales associate did not partner with the store manager after they took the call. While we all have to adhere to company policy, there is always a partnership between the consumer and the store to the best of the company’s ability to create a positive experience and outcome.Since receiving the letter from the Revdex.com, I have contacted the customer and opened dialogue offering to exchange their recliner for one more suitable and also to waive any new delivery fees that may apply. I asked them to work through the store manager first to resolve any concerns to allow us the opportunity to resolve a matter such as this,Respectfully Submitted,Peggy DStore Manager La-Z-Boy Furniture Gallery