Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] The same chair was in fact in stock and on the showroom floor at the 82nd street store in Indianapolis so the response is in question. I will say that the la-z-boy quality has definitely declined. I have two other recliners and a pull out sofa that are all over 10 years old and all have quality steal frames and have never been repaired. The recliner in question was from there elite collection and has the poorest quality ( particle board construction). I've had the chair repaired by la-z-boy's former warehouse professionals and have repaired the chair several times myself. It's frustrating that the company doesn't appear to want to make such a loyal customer happy. It's apparent that quality and customer service are no longer a company trait. I will never buy or recommend la-z-boy again if the issue isn't properly resolved. A $1500 chair shouldn't be a piece of junk in such a short amount of time. Terribly disappointed in the response!!
Dear Revdex.com, Thank you for the letter from Mr. [redacted]. We are in need of the location of where he purchased his furniture. Our systems have been updated and finding out exactly which store will help us locate his product information so we can further assist. Any sales or product information he...
could provide would help as well. Kindest Regards,Gabrielle W.Customer Service RepresentativeLa-Z-Boy Incorporated
Sent:
Wednesday, March 30, 2016 10:03 AMFrom: Comfort Care Sent: Friday, April 01, 2016 6:01 PMTo: '[redacted]@indyRevdex.com.org'Subject: FW: Revdex.com #[redacted]
Hello [redacted],
Thank you for the complaint from customer [redacted].
As a manufacturer, we provide a lifetime warranty on...
the parts only of the metal mechanism, wood frame and springs. The labor to replace the parts is covered for one year from the customers date of delivery.
I have investigated his complaint and he took delivery of a massage recliner on August 24, 2007.
He contacted our office on January 16, 2016 and he advised he wanted to get frame parts for the chair so he could do repairs to the chair himself.
Frame parts were order for the recliner on January 26, 2016.
The back sprung up assembly and seat sprung up assembly were ordered and shipped to the customer on January 29th.
Escalation Specialist
Both the right and left side frame sub. Assemblies are still on order at our plant and are scheduled to ship the week of May 30th.
Because the style of chair that the customer has is a discontinued and obsolete chair that is no longer manufactured in our product line, it is taking longer for the right and left side sub. Assemblies to be manufactured.
Mr. [redacted] was advised by our office on March 7th with a voicemail left on his phone of the parts that are on backorder and the estimated date for them to ship is the week of May 30th.
Kindest Regards,
La-Z-Boy Incorporated
Donata H.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the...
response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
La-z-boy offered us a refund for the recliner. As the 4th. woman I talked to stated that we would be libale for a pick up fee of $79.95. I feel that we should not be responsable for the pick up. We have already stated that we would forgo the delivery fee of $79.95 plus the ultra shield of $69.99.this makes us still letting them keep $149.94. I feel that we have been more than fair in this whole thng. I feel that the chair was so poorly put together that we should get the whole amount of $588.43. why should it be our problem sence the chair was not put together right? We offered to bring the chair to them and they said that was not an option.
Regards,
[redacted]
We have La-Z-Boy Comfort Care specialists that resolve these complaints for us. They may be contacted at [email protected].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] The same chair was in fact in stock and on the showroom floor at the 82nd street store in Indianapolis so the response is in question. I will say that the la-z-boy quality has definitely declined. I have two other recliners and a pull out sofa that are all over 10 years old and all have quality steal frames and have never been repaired. The recliner in question was from there elite collection and has the poorest quality ( particle board construction). I've had the chair repaired by la-z-boy's former warehouse professionals and have repaired the chair several times myself. It's frustrating that the company doesn't appear to want to make such a loyal customer happy. It's apparent that quality and customer service are no longer a company trait. I will never buy or recommend la-z-boy again if the issue isn't properly resolved. A $1500 chair shouldn't be a piece of junk in such a short amount of time. Terribly disappointed in the response!!
Dear Revdex.com, Thank you for the letter from Mr. [redacted]. We are in need of the location of where he purchased his furniture. Our systems have been updated and finding out exactly which store will help us locate his product information so we can further assist. Any sales or product information he...
could provide would help as well. Kindest Regards,Gabrielle W.Customer Service RepresentativeLa-Z-Boy Incorporated
Sent:
Wednesday, March 30, 2016 10:03 AMFrom: Comfort Care Sent: Friday, April 01, 2016 6:01 PMTo: '[redacted]@indyRevdex.com.org'Subject: FW: Revdex.com #[redacted]
Hello [redacted],
Thank you for the complaint from customer [redacted].
As a manufacturer, we provide a lifetime warranty on...
the parts only of the metal mechanism, wood frame and springs. The labor to replace the parts is covered for one year from the customers date of delivery.
I have investigated his complaint and he took delivery of a massage recliner on August 24, 2007.
He contacted our office on January 16, 2016 and he advised he wanted to get frame parts for the chair so he could do repairs to the chair himself.
Frame parts were order for the recliner on January 26, 2016.
The back sprung up assembly and seat sprung up assembly were ordered and shipped to the customer on January 29th.
Escalation Specialist
Both the right and left side frame sub. Assemblies are still on order at our plant and are scheduled to ship the week of May 30th.
Because the style of chair that the customer has is a discontinued and obsolete chair that is no longer manufactured in our product line, it is taking longer for the right and left side sub. Assemblies to be manufactured.
Mr. [redacted] was advised by our office on March 7th with a voicemail left on his phone of the parts that are on backorder and the estimated date for them to ship is the week of May 30th.
Kindest Regards,
La-Z-Boy Incorporated
Donata H.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the...
response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
La-z-boy offered us a refund for the recliner. As the 4th. woman I talked to stated that we would be libale for a pick up fee of $79.95. I feel that we should not be responsable for the pick up. We have already stated that we would forgo the delivery fee of $79.95 plus the ultra shield of $69.99.this makes us still letting them keep $149.94. I feel that we have been more than fair in this whole thng. I feel that the chair was so poorly put together that we should get the whole amount of $588.43. why should it be our problem sence the chair was not put together right? We offered to bring the chair to them and they said that was not an option.
Regards,
[redacted]