Lazy Boy Furniture Gallery

I apologize for any confusion with our Memorial day sale adThere must have been a pricing error in the system that caused the prices to be different online but we did come back with our best price and matched the prices onlineWe did give also give 50% off the table from our retail priceThis will stand as our best offerAgain, I apologize for any confusion but we c***ot go down any further on the price

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]We are unsatisfied with the response and wish to close the matter as such, we have purchased new furniture and are know longer wishing to do business with this company, it is unfortunate that they would not honor the online pricing
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I understand there are issues with the online pricing, and yes they were willing to give 50% off the table which is acceptable at the retail price of which is higher than the floor price. As far as the online pricing like I said you can not tell that the Maverick reclining sofa that we pick is not RETAIL, and the in store RETAIL price is if we are truly getting 50% off our purchase of dollars or more that combination of loveseat, sofa and table would be at 50% off for a total of plus tax based on the set up, of the online pricingWe would still purchase the pieces at that pricing
Regards,
*** ***

After the first complaint this customer submitted we at the store worked with our service center and got it approved to order him a replacement chair. The time frame from when the customer submitted the complaint to him ordering a new chair was a week. His new chair is currently in production...

and is scheduled to arrive at our store on 4/21 for customer pick up. I believe we resolved the customer's complaint appropriately and in a very reasonable time frame.

The price that the owner came back with will stand as our best offer. Again, we apologize for the confusion but we c[redacted]ot come down on the price anymore.

I apologize for any confusion with our Memorial day sale ad. There must have been a pricing error in the system that caused the prices to be different online but we did come back with our best price and matched the prices online. We did give also give 50% off the table from our retail price. This...

will stand as our best offer. Again, I apologize for any confusion but we c[redacted]ot go down any further on the price.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I have the chair on order but I will not be able to pick it up and make sure that it's the correct chair and make sure that the transaction goes smooth until April 25th or 26th as I live 60 miles from the store   
Regards,
 
[redacted]

Dear Revdex.com,Thank you for the complaint that you sent to the La-Z-Boy Furniture Galleries in Green Bay, WI.The store has sent it to me to respond to.I have been in contact [redacted] and I have been advised that [redacted] spoke to the customer last week and they are reordering the sofa and price matching...

due to the coomunication and order issues.  The store wants to make sure all of their clients are taken care of.Kindest Regards,La-Z-Boy IncorporatedDonata H.Escalation Specialist

Review: On June 25th 2014 I went to the La-Z-Boy store in Green Bay WI. and tried out all different chairs . The salesman helped me find a chair that fit me perfectly. I ordered it and it came in seven weeks. When I got it home it didn't feel right but I thought I would sit in it for a while to see if I would wear into me. After a couple months the spring broke,they fixed that no problem. But now the chair starts hurting worse and worse and gives me a back ache when I sit in it. It has started to make a squeaking noise too. There is no lumbar support. I went back to the store and tried out the same chair that I sat in when I ordered mine and that one still fits perfect. If they do not make the chairs the same way all the time, this is wrong. I paid a $1012.77 on sale for this chair and it is not comfortable like the model in the store. They told me to call a customer service number so I did. On January 10th they sent a guy to restuff it and he told me that this is a common problem with these chairs. It was better but still not good. I complained on line to Lazyboy but never got a response. I filed a complaint on consumer affairs and they said that they would send a differant guy not look at it. They sent the same guy. He said that there is nothing wrong and greased it. I told him that where he greased is not where the squeak is coming from. He said yes it is. The chair still squeaks!!!!! He said that he would send Lazboy his findings and that they would call me and if they didn't call by March 6th I should call them. They never called so I called and talked to a girl. She said that they just got the file and would look it over and call me on March 11th. I told her how it hurts my back to sit in the chair and something needs to be done. It's March 19th and I have still not heard from them. I feel that this is not the chair I ordered. I think that somehow the numbers got mixed up with the chair next to the one I ordered. If I sit in the one next to the one I ordered it feels just like mine.Desired Settlement: We need to make sure that the model that I sat in at the store is the model I received. I feel this chair is made wrong and they need to make a new one to match the one in the store. This chair is rated for 500 pounds so it should not break down this fast with a 300 pound person in it. This chair is only 8 months old but I have had problems with since I got it.They need to stand behind their product and they have not done that. They won't even call to get this settled.

Business

Response:

After the first complaint this customer submitted we at the store worked with our service center and got it approved to order him a replacement chair. The time frame from when the customer submitted the complaint to him ordering a new chair was a week. His new chair is currently in production and is scheduled to arrive at our store on 4/21 for customer pick up. I believe we resolved the customer's complaint appropriately and in a very reasonable time frame.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], I have the chair on order but I will not be able to pick it up and make sure that it's the correct chair and make sure that the transaction goes smooth until April 25th or 26th as I live 60 miles from the store

Regards,

Review: My husband and I went shopping to find the perfect recliner for our son. Our son [redacted] is a cancer survivor dx at age 8 with Leukemia. We were looking for the perfect chair as he was planned to have a painful surgery with a long recovery. Lazy boy was his favorite chair & we were glad as we assumed that the quality was the best. Our sales person sold us the extra warranty plan saying that we had leather protection for 5 years. We were told EVERYTHING with the leather would be covered! Sad that we thought everything meant everything, when really it didn't cover anything. Now here we are sad that we have the most comfortable chair we have ever purchased, I boasted about this chair to everyone for the past 2 years and our son is not able to sit in it as the leather is falling off the foot rest. We are questioning if it is real leather? I contacted Lazy boy and expressed my concern as I have to sweep up flakes of whatever it is daily. I dropped off pictures at the Green Bay store and expected that they would replace the chair or offer a repair. To my shock I was told that my $1,500 chair was not covered for any natural damage. It only covered an accident, such as a cut or burn. After talking to several employees and getting frustrated , I contacted the store manager, [redacted] stated that I didn't read the warranty. After many frustrating phone calls I asked for another manager. Store manager [redacted] was the next contact & he felt bad for us and stated that he never saw this, it is high quality leather and they sell thousands of this chair .and could offer a repair for $243.57. Then we went on consumer affairs and read the reviews and saw the comments. My husband & I have our own business and always respect our customers, we feel it is sad that as a business Lazy Boy now has 1 star! We then contacted comfort care Lazy boy thinking go to the Top guy,then told that Lazy Boy didn't even have that color match anymore. There is not enough space to explain the crazy about this complaint! Praying for help! Thank you for your time & concern, the [redacted] familyDesired Settlement: we only desire to have a have a replacement chair for our son as he recovers from another surgery at no cost as we purchased what we thought was a 5 year warranty. I hope you can help. thank you, [redacted] & [redacted]

Business

Response:

When I began working with Mrs. [redacted] regarding her issues with the leather on her chair, I told her our policy for leather/ fabric issues. That is, normal wear and tear on the leather is not covered after the first year. The extended warranty that she purchased covered all accidental damages and stains. Whether there was a miscommunication between her and her sales person regarding her coverage, I don't know, but the fabric protection information that all customers are given clearly states what is covered and what is not covered. The chair that the customer purchased is made with top-grain leather and has been one of our best selling chairs for years now. We have never had this issue with the leather on this chair before. Leather is a hide and can react differently to different chemicals(lotions) and natural body oils, which may have caused the issue the customer is having. We tried accommodating the customer by giving her very large discount on a new chair, but she was not satisfied with that. We then looked at ordering the customer a new seat and chaise for her chair and only charging her our cost for the parts. There was some confusion with our customer service center on whether the leather was still available, but that was resolved. To accommodate the customer for the confusion with the leather, our service center then offered to order the parts ($245.00 price) for free, and send a technician out to install the part for free, even though she is 3 years beyond the leather warranty coverage for normal wear. Her parts are now on order and we have gone above and beyond any obligation we have to resolve this customer's service issue and satisfy her.

Recently bought 2 chairs from lazy boy in Green Bay. One chairs is missing at least one screw. I had the chairs for 30 minutes and discover the issue. This chair was never put together correctly from the factory. Call th ester vice line and the store and can not get any to come and even look at the issue for 6 days and that is just to look at it. Could be another week to order parts and then I have to wait for any parts. The is sitting in the corner of my room because I can't even sit in it. All I wan is the chairs fixed ASAP. The customer service at the main service center and the store has been horrible. They said the chair was inspected 4 different times and there was nothing wrong, They could not have inspected it at all. The salesperson (Jaason) and customer service rep. (Cheyenne) was rude and now that they have money they say they can't an downtown do anything to fix my brand new chair. No customer service skills at all. I just want the chair fixed so I can use it. Why can't they understand. The have a customer service process that is not customer service orientated. It's about them covering their butt and not helping to get the problem fixed. In today market, how do stores like this stay in business. Will probably still look to buy lazy boy chairs, but never from this store. Please warn everyone of what happens after the sale. How can I get my chair fixed. Last thing they told me I would receive a call form there service department, still waiting for the call...avoid this store.

Review: I am writing this because I am very disappointed with the purchase of a couch and chair from the LazyBoy store in Green Bay, WI. After considerable time spent on the Lazyboy website, I had decided on a couple couches and one chair style. I went to one store in Wausau, WI but they did not have the chair style I wanted to see so I waited until an opportunity came up to make a trip to Green Bay. They had the exact chair in their store so I proceeded to make my purchase. After some consideration I also chose a couch that was not a match in style but could be ordered in the same leather so they would match. I was told at that time that all furniture pieces could be made in all colors of fabric or leather.

It has been over four months and the furniture was finally delivered this week. Immediately I said that the couch was the wrong color but the chair was correct. The delivery men were so nice and spent time on the phone to get permission to leave that couch here and made plans to get the correct one delivered.

Here is where the story goes from bad to the worst possible scenario. I called the Green Bay store to speak with the salesman that had written up my order to see what can be done to correct the mistake. The salesman was as rude as anyone could be. He insisted that I had approved the choice of a leather color much darker than the chair color! The story goes on with considerable time spent on the phone with the salesman who kept insisting I ordered this couch and my insisting that I knew what I wanted before I entered the store and would never in a million years have spent that much money on a mismatched set! He continued to insist that he explained to me that the specific color leather I wanted to match the chair was a custom order and I refused the added expense. The only added expense we discussed in the store was the fact that if we wanted firmer cushions on the couch, it would be an extra $300.00 and my husband said it was not necessary to spend the extra money on the cushions. Never was there a discussion of the color of the couch and I had made it clear I wanted pecan leather on both! It would only make sense that if I couldn’t get pecan leather on both pieces, I would pick a color that they both could be made from. He insisted that I was completely wrong, that we discussed the fact that the couch would have an added expense to have the pecan leather and I supposedly said this very dark burgundy was ok. This is a possibility I would never have agreed to!! He never showed me any leather samples so I could pick another color for the couch so pray tell, how did I know to choose the burgundy?

After two more phone calls to me and at least one with the new store manager, who was on her way to take over the Green Bay store, he then offered me the option of having a new couch made with the pecan leather at an additional expense of $700 some extra charge, and I refused to agree to that so he said we could split the charge at $300 some each. I flatly refused that option also. At this point, I said I would take my discussion elsewhere if he hasn’t been able to correct the mistake, by Monday, that he made back in April. I swear I will continue to make a loud noise over this “miscommunication” as he puts it.Desired Settlement: I want the couch returned to LaZBoy and the correct color delivered at no additional expense to me.

Business

Response:

Dear Revdex.com,Thank you for the complaint that you sent to the La-Z-Boy Furniture Galleries in Green Bay, WI.The store has sent it to me to respond to.I have been in contact [redacted] and I have been advised that [redacted] spoke to the customer last week and they are reordering the sofa and price matching due to the coomunication and order issues. The store wants to make sure all of their clients are taken care of.Kindest Regards,La-Z-Boy IncorporatedDonata H.Escalation Specialist

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: Bought a Clayton Power Recliner with Message and heat. chair was delivered on the day that was scheduled 8-9-14. After 2 days I noticed the heat was not working correctly.Called and complained the next day and they set up for a service guy to check the chair 8-20-14. Service gug determined the chair was not heating correctly. Said he would let corporate know to snd out a new seat back and seat and that when I got them I shoul call a number to set an appotinment to have them installed. My contention is that I paid for abrand new chair one that should have been inspected fully before it was deliverd. I have been told by corporate that this is being handle according to the warntee policy. I would expect them to send me what I paid for a brand new fullu functiong chairDesired Settlement: Replace chair with a fully functioning new chair.

Business

Response:

Anytime there is a defect in a piece of furniture La-Z-Boy will agree to

bring that unit back up to factory standards, whether that be by repair or

replacement. In this case, there is a defect with the heating mechanism in the

back of the chair. La-Z-Boy will be sending the customer a brand new back to his

chair. There is nothing wrong with the base of the chair which is why at this

point there is no need to replace the entire chair. The warranty is described in

detail in the booklet attached to every piece of furniture at the time of

delivery. We will continue with replacement of the back of the customer's chair

at this time.

Review: My husband and I went shopping for new furniture, the Sales person was excellent, we picked out three pieces of furniture we wanted to purchase during this Memorial Day sale. Both in store and online it states if your purchase is over $3000.00 you will receive 50% off. The salesman then told us the table was not included in the promotion, but that is not mentioned anywhere online or in the store, the total he gave us initially was 3005.00 for all three pieces. I went home to do some research and found the products online for less money on there home website, I tried to negotiate with the salesman, but he said his boss [redacted] would not come down in price. What looked online (which is very hazy) is that these three piece could cost any where from 1818.00 to 2,364.50 plus tax. the best the boss would do was 2711.50 plus tax. I offered to pay 2400.00 for all three pieces and take them off the floor, which was still more than advertised. Tried one more time at 2500.00 and the salesman said the boss wouldn't budge.Desired Settlement: I would like the Boss, owner to realize how terribly misleading the Memorial Day Ad was and negotiate a fair price on the three pieces we really fell in love with, I thought 2400.00 was a decent offer considered the circumstances. If it wasn't for all the confusion and advertising, along with the deceiving online pricing, I would have never questioned the prices. We would still like to purchase the 3 pieces from the floor for 2400.00 flat

Business

Response:

I apologize for any confusion with our Memorial day sale ad. There must have been a pricing error in the system that caused the prices to be different online but we did come back with our best price and matched the prices online. We did give also give 50% off the table from our retail price. This will stand as our best offer. Again, I apologize for any confusion but we c[redacted]ot go down any further on the price.

Consumer

Response:

Review: We ordered 2 brown Maverick reclining chairs and 1 Collins sofa. In order to save $200 we decided to go with the rocker with a swivel base added instead of the glider which came with the swivel base. The salesman never mentioned that adding the swivel base made the chair the same price as the glider so it didn't actually matter at all. Had we known that they would ultimately be the same price we would have gone with the glider and there would have been no issue with the chairs. Mind you, I found this out when I went to sign the new paperwork because we had originally gone with the gliders and they said I would have to put the swivel bases on the chairs myself. Essentially, for the same price I get a swivel base on the recliner we didn't like better, and I had to install the base myself. I said if they are the same price I want the gliders. He said okay and said to refuse the recliners that were delivered the following Saturday. The recliners that arrived wold have been refused anyway as they were blue and the Collins sofa arrived with trim that was the same color as the sofa. They ordered the correct sofa this time and told us to keep the one we had until we get the new one because it would be 8 weeks. All this time I was already being billed for furniture that was not what we had ordered at anytime during the ordering process. After a day with the Collins we realized that it was not that comfortable and decided we wanted the Maverick reclining sofa that matched the chairs that were also coming in 8 weeks. The salesman was not in until the following Wednesday and he said he would try to get the order changed as not that much time had passed yet. He did not call me back to let me know for a week and a half, so I called him and he said they are already in process so we cannot change the order. We wanted to pay a restocking fee then and were told we could not because it was special ordered. It is the same sofa that was being used as the floor model down to the trim.Desired Settlement: We would like the Maverick reclining sofa in a color as close to the Collins as possible. We were will to pay a restocking fee to swap the sofa but due to all of the trouble I think that La-Z-Boy needs to send out the sofa that we want. I have worked in sales and if I did my job that poorly I would not have had a job for long. Had he been trying to get us what we wanted and not a commission and us out of his life this whole situation could have been avoided.

Business

Response:

I have contacted the customer and we were able to come to a resolution. We will

be allowing the customer to reselect the style he wants with a reduced

restocking fee to accommodate him for all the inconveniences with the entire

sales process.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

The business has agreed in writing with me that the restocking fee will be refunded entirely upon receipt of the sofa in the same condition it was received in. I only refused the offer because that was not mentioned in the agreement sent to the Revdex.com by the business.

Regards,

Business

Response:

We did agree to refund in full the restocking fee that was charged for the exchange once the old sofa is inspected and seen to be in good condition. This was decided upon after our original response to the customer's complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Complaint Detail / Problem