Robinson Florist Robinson Greenhouse

Hello, my name is D.JK***, Director of Customer Service for [redacted] Sales, Incdba La-Z-Boy Furniture Galleries [redacted] Sales is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.’s warranty, and additionally under our service warranty/agreementWe operate seven stores in six markets located in North Carolina, South Carolina and GeorgiaAs an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, IncI have reviewed Mr [redacted] ’s complaint and was able to determine the following: Mr [redacted] visited our Greenville, SC showroom on November 21, He purchased a rocker-recliner off the showroom floor that he took home with him on that dayHe also purchased a lifetime fabric protection plan provided by our third-party warranty service called Ultra ShieldAll La-Z-Boy upholstered furniture carries a limited lifetime warranty on the frame, springs, and mechanism partsAs long as these parts are being produced by the manufacturer, there will never be a charge to the customerLa-Z-Boy warrants the fabric or leather cover material, the foam padding, and the external, decorative wood parts to be free from manufacturer’s defects for one yearAdditionally, La-Z-Boy covers labor fees for the first year that a customer owns their furnitureFurthermore, [redacted] Sales, Incalso offers one year of free in-home service visits to customers who elect to have their furniture delivered by our professional delivery serviceUltra Shield’s protection plan offers coverage due to accidental damage such as rips, cuts, stains, burns, human and pet bodily fluids, mold, and mildewFor our customers with approved claims, they will clean, repair, or replace furniture for years if leather, and life if the cover is fabricMr [redacted] called in to our service center on February 22, 2017, to report that he was having trouble with a mechanical function of his reclinerSince his labor warranty had expired on November 21, 2016, we offered to provide in-home repair technician services at our standard rates to cover the technicians expenses and laborAt that time, Mr [redacted] declined our offerToday (March 2, 2017) we spoke with Mr [redacted] and learned that we may have had a misunderstanding, for which we apologizeWe explained that we are more than happy to order the parts for him at no charge, and ship them directly to him so he may install them himselfWe are also more than willing to provide any technical assistance we can to walk him through the procedure that will correct his reclinerWe are happy to report that Mr [redacted] accepted our offer, and we will be shipping his parts tomorrow, March 3, We believe in and stand behind the La-Z-Boy productWe strive for excellence and hope that each of our customers has an exceptional experience from the moment they step into one of our galleries and throughout the entire time they own their La-Z-Boy furniture

Hello, my name is D.JK***, Director of Customer Service for [redacted] Sales, Incdba La-Z-Boy Furniture Galleries [redacted] Sales is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.’s warranty, and additionally under our service warranty/agreementWe operate seven stores in six markets located in North Carolina, South Carolina and GeorgiaAs an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, IncI have reviewed Ms [redacted] ’s complaint and was able to determine the following: Ms [redacted] visited our Greenville, SC showroom on July 9, She purchased a popular model of power recliner that was in stock at the showroom, and took the recliner homeOur records show this sale to be completed on July 11, All La-Z-Boy upholstered furniture carries a limited lifetime warranty on the internal frame parts, the mechanism parts, and the springsAs long as the manufacturer can still supply the parts, the customer will never have to pay for themLa-Z-Boy furniture also carries a one-year warranty on fabric or leather cover parts, a one-year warranty on the foam cushioning, and a one-year warranty on any external decorative wood partsLa-Z-Boy will also cover the labor charges for any warranty work that occurs within one year of the customer’s acceptance of the furnitureFurthermore, [redacted] Sales, Inc., as an independent dealer of La-Z-Boy, offers to cover any remaining in-home technician fees within the first year of ownership when our customers elect to have their furniture delivered by our professional delivery serviceLa-Z-Boy, Inc.’s Social Support division contacted our service department on August 10, to report that Ms [redacted] ’s recliner had broken, she stated she was one day past her one-year labor warranty, and they requested any service records and sales history we had for herWe replied with her sales history, and since Ms [redacted] had not contacted our company to report the issue, we informed Social Support that we had no service history for Ms [redacted] The following day, Social Support contacted us again to offer their assistance, and we agreed to split the cost of Ms [redacted] service fees so that the service visit would be at no charge to herOur service department has been trying to contact Ms [redacted] since August to offer to schedule a technician’s visit free of chargeMs [redacted] has not returned our callsWe want Ms [redacted] to be happy and comfortable in her La-Z-Boy furniture and we are anxious to correct the problem with her chairIf she will call our service department, we will gladly order the necessary parts and send a service technician to her homeWe believe in and stand behind the La-Z-Boy productWe strive for excellence and hope that each of our customers has an exceptional experience from the moment they step into one of our galleries and throughout the entire time they own their La-Z-Boy furniture

I never was contactedBut yes PLEASE come fix the recliner asap I have no where to sit.My number is [redacted] ***.Thankyou so much 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]

Revdex.com: 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 Regards, [redacted]

My name is [redacted] Customer Service Manager for [redacted] dba La-Z-Boy Furniture Galleries [redacted] is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.’s warranty, and additionally under our service warranty/agreement We operate six stores in five markets located in North Carolina, South Carolina and GeorgiaAs an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, IncI have reviewed [redacted] complaint and was able to determine the following: [redacted] custom-ordered a recliner from our Greenville, SC showroom on May 11, She accepted delivery of the recliner on June 9, According to the terms and conditions of the sales agreement that she signed at the time of purchase: “Items not in stock at the time of purchase are special ordersSpecial orders are not subject to cancellation, refund, or exchange.” By this condition, we are obligated to honor the factory defect warranty by servicing the chair, not exchanging itOn June 10, 2016, [redacted] called the service department to report squeaking sounds coming from her reclinerOn June 17, 2016, one of our factory-certified, master-level furniture repair technicians visited ** [redacted] home to address the concern she had with the sounds she was hearingThe technician reported back that one particular area of her chair, where the back meets the body of the chair, was lacking lubrication from the factoryHe lubricated the necessary parts and the sound was eliminated, and he reported that the issue was resolved and [redacted] was satisfied at that timeOn June 20, [redacted] called back in to the service department to report that the recliner was again making squeaking soundsOn June 23, the technician inspected the recliner again and found no defects, and reported that the sound [redacted] was hearing was the completely sound from the stretching and compressing operation of the rocker springs during rocking motionBut since [redacted] perceived that one of the springs was louder and squeaking, he replaced the part out of courtesyHe reported that [redacted] was satisfied with this and her concern was resolvedOn July 19, [redacted] called in to service again to report that the other spring which was not replaced was now making noiseWe dispatched a different technician to the home on August Again, the technician fully evaluated the recliner and again reported that there were no defects and he could hear no unusual noises, but he replaced the remaining spring and waxed and lubricated some of the moving parts out of courtesyHe reported that [redacted] was satisfied and the concern was resolvedShortly after the technician left, [redacted] called the store to report that the recliner was now making a different sound and she wanted a refund or an exchangeThe technician suggested that, even though he could find no defect, changing the rocker base may change the way the springs resonate and may change [redacted] perception of the noiseOn August 12, the technician returned to [redacted] house, replaced the rocker springs again and replaced the rocker baseHe reported that when he arrived, the recliner was making no unusual noises, and after the parts were replaced the recliner still made no unusual noisesWe certainly want [redacted] to be happy and comfortable in her La-Z-Boy purchase, but since the recliner is a special-order recliner, and our technicians have found that no manufacturer’s defects exist in the recliner, we cannot authorize a replacement or a refundAttached is a copy of [redacted] sales order, showing that she acknowledged the special order and signed off on the terms and conditions presented at the time of the saleWe believe in and stand behind the La-Z-Boy productWe strive for excellence and hope that each of our customers has an exceptional experience from the moment they step into one of our galleries and throughout the entire time they own their La-Z-Boy furnitureTell us why here

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.
This recliner was not a cheap piece of furniture (the craftsmanship is definitely cheap) , I know when the recliner was purchased and assumed it would last more than a few yearsWith the amount of money I paid for this recliner I could have bought cheap ones that would have outlasted this reclinerI do not believe that they stand behind the product or the customer service that I have receivedThe recliner needs to be replaced or fixed at no chargeMy family has purchased many items from the Greenville S.Clocation but that will cease immediatelyI strongly suggest that no one purchases any furniture from Lazy Boy because they do not care about the customer.
Regards,
*** ***

June 8, I want to go on record with the following statement Lazy Boy did send their Care Specialist to the house that told my husband the wedge was DEFECTIVE and couldn’t be repaired correctly and therefore, shouldn’t have left the factory After several calls to the
store, my husband and I went to the store. We were told that Lazy Boy will replace the corner piece in question. Please KNOW that upon delivery I expressed my concerns and didn’t want to accept the piece and was told it was just the foam that needed to sit in my house and it would “bounce” back I have been contacted by Lazy Boy that a new piece was order and will be delivered. Which I have not received yet Thank you

I am *** *** the Customer Service Manager for
Tipperary Sales, Incdba La-Z-Boy Furniture Galleries. Tipperary Sales is an independently owned
dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy
Inc.’s warranty, and additionally under our service
warranty/agreement. We operate six stores in five markets located
in North Carolina, South Carolina and ***.
As an independently owned dealer, there is no common/shared ownership
control between our dealership and La-Z-Boy, Inc
I have reviewed *** *** complaint, and below is what
I was able to determine
In addition to several other items, *** *** did
purchase the merchandise he describes, and he did elect to purchase the
available *** 10-year Protection Plan from our dealership on 11/15/2014. These pieces are warranted under the terms of
the La-Z-Boy Limited Lifetime warranty, which customers acknowledge in writing with
their signature on the signed Terms and Conditions of their sales order. Warranty information is also provided with
the product at delivery on the product information tags attached to the product
by the manufacturer. Additionally, since
*** *** chose to pay for our delivery service to deliver his order, he was
also covered under our dealership’s service agreement, which provides the
customer with free in-home inspections and warranty-related labor for the first
year of ownership. Our service agreement
is also explained in detail in the Terms and Conditions of *** *** sales
order.
La-Z-Boy’s warranty is a Limited Lifetime Warranty,
and I am attaching a copy for review as it appears on La-Z-Boy’s website at ***. The warranty covers both the frame and any mechanism
parts against defects for the lifetime of the product, fabric/leather and poly
cushion parts are covered against defects for the one year, and the labor
necessary to repair any of these parts is also covered for one-year. Inspections or transportation of the product
to a service center or factory for a free inspection are not covered by the
manufacturer’s warranty at any time during the life of the product. The La-Z-Boy warranty is one of the best in
the furniture business, and I urge *** *** to compare it to other furniture
manufacturers' warranties. I think he
will find that it at least as favorable to the consumer, if not more favorable,
relative to other furniture manufacturer's warranties.
*** is a third-party vendor, neither owned,
operated nor controlled by La-Z-Boy or Tipperary Sales, therefore, ***
is responsible for the terms, conditions and service of its warranty
coverage. *** warrants one-time,
accidental damage from a specific incident reported within days of occurrence,
in addition to cracking and peeling, under their 10-Year Leather Protection
Plan. When a customer purchases this
plan, they are provided with a kit containing leather cleaner and conditioner needed
for routine maintenance in addition to documentation clearly explaining what is
covered and what is specifically not covered.
I am also attaching a copy of this *** protection plan for
review
We have contacted *** regarding *** ***
claim, and *** shared their record with us for purposes of responding
to this complaint. According to
***, the customer reported the incident as described on multiple
surfaces/parts of each of the units in question. The *** representative stated that
*** *** reported the scratches on the seat cushion and backrest of the
recliner, two of the seat cushions and one backrest of the sofa and one seat
cushion of the loveseat. ***
states they advised *** *** that the claim was denied since the damage was
extensive, covering multiple surfaces on each of the three pieces. Damage from extensive activities is
specifically excluded from coverage as described in the *** protection
plan
We remain willing to honor and fulfill our
obligations under the terms of the La-Z-Boy warranty for *** and *** ***. Although *** *** acknowledges the issue to
be the result of in-home damage and therefore not covered under the
manufacturer’s warranty, we would be happy to assist him with ordering and
replacing the damaged parts at his expense *** or *** *** may contact via phone at
***, Option 2, and a representative will be able to assist themAs an alternative, we will be happy to review
any photos of their concerns, and those photos may be sent via email to:
***

I received a letter today from La Z Boy. They have agreed to repair my chair at no cost with a stronger component that should prevent further failures. Please withdraw my complaint and mark it as settled satisfactorily.Truly Yours,*** ***

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.
This is not correct The assistant manager where we bought the furniture told us that our furniture would be covered under the warranty we paid for except for pet damage, which we not have except a fully declawed cat all four feetShe even said that they have never in any class on the insurance have been told that it would only cover one incidentShe thought to that it was not rightThere is a separate insurance policy on each piece of furniture and each piece needs to be coveredNot only that the stain is coming off of the piecesWe use the product that they sell to clean and maintain our furniture withLazy boy needs to stand behind there product and make this right for the consumerThey also need to stand behind the warranty they sell and make it good for the consumerWe are not talking about a *** sofa set we are talking about over *** which is a investmentWe expect Lazy Boy to resolve this matter like any good company wouldWe went to them think we was buying the best product and service and they are letting us down now that they have our hard earned money
Regards,
*** *** *** ***

Hello, my name is D.JK***, Director of Customer Service for *** Sales, Incdba La-Z-Boy Furniture Galleries*** Sales is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.’s warranty, and additionally under our service
warranty/agreementWe operate seven stores in six markets located in North Carolina, South Carolina and GeorgiaAs an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, IncI have reviewed Mr***’s complaint and was able to determine the following: The ***s visited our ***, SC showroom on February 9, They purchased two very popular recliners that were in stock at our warehouse, and accepted delivery of them on February 14, They also purchased an additional lifetime fabric protection plan supplied by a third-party company known as *** ***The protection plan covers accidental damage due to rips, cuts, tears, burns, stains from food or drink normally consumed by humans, mold, mildew, and human and pet bodily fluidsMrs*** called in to our service center on April 17, 2017, to report that the fabric on the chairs was, as she described, thinning and falling apartWe requested that she email us some pictures of her concern so that we could diagnose and correct appropriately, if necessaryUpon examination of the pictures, we were able to determine that the chairs were experiencing a very common phenomenon known as pilling, or sheddingThis occurs when the extra, loose fibers in the fabric that are left over from the fabric’s production start to work their way out of the weave, and give the appearance of small fuzz balls or hairThis process is the same on furniture fabric as it is on new carpet or a new sweater, as examples, and as such, is not considered defective in any wayWe advised the ***s that it could be remedied by the use of a simple fabric/sweater shaver, and that after several shaves, as the loose fibers are eliminated, the pilling/shedding will ceaseSince pilling is not considered a defect, we cannot return or replace furniture due to pilling, and we typically do not even replace parts for that reasonHowever, as a courtesy to the ***s, we agreed to replace the affected portions of the chairs, but with the understanding that it would be a one-time courtesy and that the pilling phenomenon would occur again on the new parts, and it would be up to them to shave and maintain themThey agreed to this arrangement on April 21, A furniture repair technician was dispatched to the ***s’ home on May 12, 2017, and replaced both arms of both of their reclinersIt appears from our phone records that Mr*** called the *** showroom on June 13, 2017, and may have spoken with the store manager at that timeUnfortunately, I am unable to find any notes about the details of his conversation, but based on what Mr*** has reported, he was indeed most likely advised that we had fulfilled the one-time courtesy as promised, and that the concern should be remedied by use of the fabric shaverWhile we understand Mr***’s concern, and we do appreciate his business, we are unable to return or replace furniture for reasons deemed natural and expected, and non-defectiveWe would be more than happy to assist the ***s with our recommendations for fabric shavers or tips on how to perform this simple maintenance procedure, should they so chooseWe believe in and stand behind the La-Z-Boy productWe strive for excellence and hope that each of our customers has an exceptional experience from the moment they step into one of our galleries and throughout the entire time they own their La-Z-Boy furniture

Hello, my name is D.JK***, Customer Service Manager for Tipperary Sales, Incdba La-Z-Boy Furniture GalleriesTipperary Sales is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.’s warranty, and additionally under our service
warranty/agreementWe operate six stores in five markets located in North Carolina, South Carolina and GeorgiaAs an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, IncI have reviewed Ms***’s complaint and was able to determine the following: The ***s visited our Greenville, SC showroom on February 2, They purchased a reclining sofa, a reclining loveseat, two matching rocker-recliners with swivel base options, and a clockTheir order was delivered in full on February 27, La-Z-Boy upholstered furniture carries a limited lifetime warranty on the frame, springs, and mechanism partsIt carries a one year (from date of delivery) warranty on standard foam padding parts, exterior wood parts, and fabric or leather cover partsAdditionally, La-Z-Boy, Incalso covers the labor charges associated with any repairs for one year from date of deliveryTipperary Sales, Inc., as an independent dealer of La-Z-Boy furniture, further extends the warranty to cover all additional technician fees for a period of one year from date of deliveryThe ***s also purchased a lifetime accidental damage protection plan for all four pieces of their La-Z-Boy furniture, supplied by a third-party provider called *** ***This plan offers protection against accidental rips, cuts, tears, stains, burns, human and pet bodily fluids, and mold and mildew stains for as long as the customer owns the furnitureThis protection does have its limitations, as it applies to accidental damage from specific incidents, reported in a timely manner so that the initial damage does not cause additional adverse effectsAn example of this would be an accidental puncture in a small area of one part of the sofa, left unaddressed for a long enough period of time, could be subject to further wear or additional damage that could affect another area of the sofaIt is our understanding that the ***s contacted *** *** in September to report that the cover material on their sofa seemed to be wearing in an unusual way*** *** dispatched a furniture technician to their home to inspect the sofa and assess the cause of the concernThe technician determined that the concern area was wear, which is not covered under the *** *** warrantyHe reported that the sofa did not show any signs of abuse or neglect, but since the concern area was not a specific incident and accidental damage, *** *** declined to replace any partsThe Greenville store contacted our service department on behalf of the ***s on September 21, We reviewed the pictures and the *** *** findings and determined that the concern was most likely a characteristic of the type of fabric on the ***s’ sofa, which resembles nubuck leather, and has naturally smoother and rougher areasHowever, to satisfy the ***s, we would be able to order new cover parts and would gladly dispatch our own technician to replace the parts, but because the cover and labor warranty on the ***s’ sofa expired on February 27, 2015, we would not be able to supply the parts and labor for freeThe service would have to be provided under the terms of the warranty and would be at their costOn October 4, 2016, after some correspondence between the ***s and the Greenville store and the service department, although the warranty had long since expired, we (Tipperary Sales, Inc.) agreed to split the cost of the parts and labor with the ***s, with the understanding that it was a one-time courtesy to them because we value them as our customersThey agreedThe required part was then ordered and subsequently installed on November 10, The installation resolved their concern with the sofaAt the time of installation, the ***s reported that their two recliners were exhibiting the same concern that the sofa hadAt that time, since we had satisfied the terms of our agreement with the ***s, we once again offered the parts and service under the terms of the warrantyThe ***s refused, and we closed their caseIn light of this Revdex.com case, we (Tipperary Sales, Inc.) decided to accommodate the ***s’ request one last time, to split the cost of the parts and labor to replace the seats on their reclinersMs*** agreed and paid the differenceWe are currently waiting for the parts to arrive, at which point, we will schedule the installationWe believe in and stand behind the La-Z-Boy productWe strive for excellence and hope that each of our customers has an exceptional experience from the moment they step into one of our galleries and throughout the entire time they own their La-Z-Boy furniture

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,
*** *** PLEASE SEE the attached RESPONSE!

Hello, my name is D.JK***, Director of Customer Service for *** ***, Incdba La-Z-Boy Furniture Galleries*** *** is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.’s warranty, and additionally under our service
warranty/agreementWe operate seven stores in six markets located in North Carolina, South Carolina and GeorgiaAs an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, IncI have reviewed Mr***s’s complaint and was able to determine the following: The *** visited our ***, SC showroom on November 28, They custom-ordered a power reclining sofa and two of a popular model of rocker-reclinerThey also purchased an additional lifetime fabric protection plan supplied by a third-party company known as *** ***The protection plan covers accidental damage due to rips, cuts, tears, burns, stains from food or drink normally consumed by humans, mold, mildew, and human and pet bodily fluidsThe *** accepted delivery of their custom furniture on January 6, Mr*** called in to our service center on July 17, 2017, to report that the fabric on the chairs was pulling apartWe requested that he email us some pictures of his concern so that we could diagnose and appropriately address the concernUpon examination of the pictures, we were able to determine that the chairs were experiencing a very common phenomenon known as pilling, or sheddingThis occurs when the extra, loose fibers in the fabric that are left over from the fabric’s production start to work their way out of the weave, and give the appearance of small fuzz balls or hairThis process is the same on furniture fabric as it is on new carpet or a new sweater, as examples, and as such, is not considered defective in any wayWe advised the *** that it could be remedied by the use of a simple fabric/sweater shaver, and that after several shaves, as the loose fibers are eliminated, the pilling/shedding will ceaseSince pilling is not considered a defect, we cannot return or replace furniture due to pillingAnd, we typically will neither replace parts nor dispatch a service technician for this concern, since it is considered maintenance and the responsibility of the customerHowever, as a gesture of good will to Mr***, we offered to purchase a fabric shaver for him and send a service technician to perform the first shave, and demonstrate its use, in his homeMr*** refused our offer, stating that the fabric was not maintainable and he would file a dispute with his credit card companyWhile we understand Mr***s concern, and we do appreciate his business, we are unable to return or replace furniture for reasons deemed natural and expected, and non-defectiveShould Mr*** change his mind and reconsider our offer, we will still be happy to purchase him a fabric shaver and send a technician to demonstrateWe believe in and stand behind the La-Z-Boy productWe strive for excellence and hope that each of our customers has an exceptional experience from the moment they step into one of our galleries and throughout the entire time they own their La-Z-Boy furniture

Hello, my name is D.J. K[redacted], Director of Customer Service for [redacted] Sales, Inc. dba La-Z-Boy Furniture Galleries. [redacted] Sales is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.’s warranty, and additionally under our service warranty/agreement. We operate seven stores in six markets located in North Carolina, South Carolina and Georgia. As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc. I have reviewed Ms. [redacted]’s complaint and was able to determine the following: Ms. [redacted] visited our [redacted], SC showroom on January 28, 2017. She custom-ordered a three-piece sectional, an ottoman, three extra sets of pillows, and some accessories. She accepted delivery of the sectional and pillows on April 24, 2017. According to the sales contract agreed to and signed at the time of the sale, since each piece is built specifically for each customer’s individual taste, custom-ordered furniture is not subject to returns, refunds, or exchanges. On May 1, the [redacted] store sent in a service request to our service department to report that the seat fabric on the corner piece of the sectional was more wrinkled than on the other sectional pieces. On May 5, we dispatched a furniture service technician to Ms. [redacted]’s home to assess her concern and advise as to the resolution. The technician reported back that the seat fabric was simply not tailored quite as tightly as the other two pieces, but it was a simple concern that could be easily remedied with the addition of an extra piece of foam or by ordering all of the replaceable components to replace the seat assembly. The [redacted]’s refused this service and insisted that the corner piece be exchanged. Despite the fact that the terms of the La-Z-Boy warranty dictate that custom-ordered furniture is eligible for service, but not exchange, Ms. [redacted]’s case was reviewed by management. On May 30, management authorized an exchange, and a new corner piece was ordered. When the piece is received at our distribution center, we will contact Ms. [redacted] to arrange the delivery of the new piece and pickup of the original piece. We believe in and stand behind the La-Z-Boy product. We strive for excellence and hope that each of our customers has an exceptional experience from the moment they step into one of our galleries and throughout the entire time they own their La-Z-Boy furniture.

Hello, my name is D.J. K[redacted], Director of Customer Service for [redacted] Sales, Inc. dba La-Z-Boy Furniture Galleries. [redacted] Sales is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.’s warranty, and additionally under our service...

warranty/agreement. We operate eight stores in seven markets located in North Carolina, South Carolina and Georgia. As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc. I have reviewed Mr. [redacted]’s complaint and was able to determine the following: Mr. [redacted] visited our [redacted], SC showroom on May 25, 2017. He purchased rocker-recliner in a popular leather cover, which we had in stock at our distribution center. He also purchased a 10-year accidental damage protection plan provided by a company known as [redacted]. He accepted delivery of his new recliner on June 6, 2017. All La-Z-Boy upholstered furniture carries a limited lifetime warranty on the internal frame parts, the mechanism parts, and the springs. As long as the manufacturer can still supply the parts, the customer will never have to pay for them. La-Z-Boy furniture also carries a one-year warranty on fabric or leather cover parts, a one-year warranty on the foam cushioning, and a one-year warranty on any external decorative wood parts. La-Z-Boy will also cover the labor charges for any warranty work that occurs within one year of the customer’s acceptance of the furniture. The warranty information for La-Z-Boy upholstered furniture is available at https://www.la-z-boy.com/content/CustomerCare/WarrantyInformation and the [redacted] coverage documentation is provided by the showroom at the point of sale, and can always be sent again if the customer loses their paperwork. Our company’s head of sales contacted our service department on October 26, 2017, and reported that Mr. [redacted]’s recliner was peeling and requested that we make a special accommodation for him. He advised that he had made an agreement with Mr. [redacted] in that, if he would allow us to provide service, we would effectively restart the warranty on his chair. He also instructed us to thoroughly assess the recliner and advise on it’s condition. He told us that if the recliner were in like-new condition (other than the peeling damage), that we had the option of allowing Mr. [redacted] to return his chair and reselect a different chair in a fabric cover instead of leather, since we want Mr. [redacted] to be confident in his purchase and he had obviously lost his confidence in the leather cover. This is far outside the protocol of our company, as it is stated in our sales terms and conditions that are signed at the point of sale that in-stock items may be returned or exchanged within 7 days of original delivery. A service technician visited Mr. [redacted]’s home on November 2, 2017, and evaluated and photographed the recliner. He reported to us that the chair was in very good condition. We reviewed the report and the photographs and happily contacted Mr. [redacted] on November 7, 2017, to offer a full reselection value on his recliner, despite the fact that Mr. [redacted] had been using the chair for over 5 months. Mr. [redacted] refused and insisted on returning the chair to receive a refund. We passed along Mr. [redacted]’s request. Our sales and service departments reviewed the situation and our company feels we have been more than generous in providing options outside of the normal company policies we uphold. We cannot offer Mr. [redacted] a return and full refund. Both of our previous offers still stand, though. If Mr. [redacted] would like to choose something different, he may do so at full purchase value, or if he would like us to replace the faulty part of his recliner and restart his warranty, we will be glad to do that as well. We believe in and stand behind the La-Z-Boy product. We strive for excellence and hope that each of our customers has an exceptional experience from the moment they step into one of our galleries and throughout the entire time they own their La-Z-Boy furniture.

Hello, my name is D.J. K[redacted], Director of Customer Service for [redacted] Sales, Inc. dba La-Z-Boy Furniture Galleries. [redacted] Sales is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.’s warranty, and additionally under our service...

warranty/agreement. We operate seven stores in six markets located in North Carolina, South Carolina and Georgia. As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc. I have reviewed Mr. [redacted]’s complaint and was able to determine the following: Mr. [redacted] visited our Greenville, SC showroom on November 21, 2015. He purchased a rocker-recliner off the showroom floor that he took home with him on that day. He also purchased a lifetime fabric protection plan provided by our third-party warranty service called Ultra Shield. All La-Z-Boy upholstered furniture carries a limited lifetime warranty on the frame, springs, and mechanism parts. As long as these parts are being produced by the manufacturer, there will never be a charge to the customer. La-Z-Boy warrants the fabric or leather cover material, the foam padding, and the external, decorative wood parts to be free from manufacturer’s defects for one year. Additionally, La-Z-Boy covers labor fees for the first year that a customer owns their furniture. Furthermore, [redacted] Sales, Inc. also offers one year of free in-home service visits to customers who elect to have their furniture delivered by our professional delivery service. Ultra Shield’s protection plan offers coverage due to accidental damage such as rips, cuts, stains, burns, human and pet bodily fluids, mold, and mildew. For our customers with approved claims, they will clean, repair, or replace furniture for 10 years if leather, and life if the cover is fabric. Mr. [redacted] called in to our service center on February 22, 2017, to report that he was having trouble with a mechanical function of his recliner. Since his labor warranty had expired on November 21, 2016, we offered to provide in-home repair technician services at our standard rates to cover the technicians expenses and labor. At that time, Mr. [redacted] declined our offer. Today (March 2, 2017) we spoke with Mr. [redacted] and learned that we may have had a misunderstanding, for which we apologize. We explained that we are more than happy to order the parts for him at no charge, and ship them directly to him so he may install them himself. We are also more than willing to provide any technical assistance we can to walk him through the procedure that will correct his recliner. We are happy to report that Mr. [redacted] accepted our offer, and we will be shipping his parts tomorrow, March 3, 2017. We believe in and stand behind the La-Z-Boy product. We strive for excellence and hope that each of our customers has an exceptional experience from the moment they step into one of our galleries and throughout the entire time they own their La-Z-Boy furniture.

My name is [redacted] Customer Service Manager for [redacted] dba La-Z-Boy Furniture Galleries. [redacted] is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.’s warranty, and additionally under our service warranty/agreement....

We operate six stores in five markets located in North Carolina, South Carolina and Georgia. As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc. I have reviewed [redacted] complaint and was able to determine the following: [redacted] custom-ordered a recliner from our Greenville, SC showroom on May 11, 2016. She accepted delivery of the recliner on June 9, 2016. According to the terms and conditions of the sales agreement that she signed at the time of purchase: “Items not in stock at the time of purchase are special orders. Special orders are not subject to cancellation, refund, or exchange.” By this condition, we are obligated to honor the factory defect warranty by servicing the chair, not exchanging it. On June 10, 2016, [redacted] called the service department to report squeaking sounds coming from her recliner. On June 17, 2016, one of our factory-certified, master-level furniture repair technicians visited **. [redacted] home to address the concern she had with the sounds she was hearing. The technician reported back that one particular area of her chair, where the back meets the body of the chair, was lacking lubrication from the factory. He lubricated the necessary parts and the sound was eliminated, and he reported that the issue was resolved and [redacted] was satisfied at that time. On June 20, [redacted] called back in to the service department to report that the recliner was again making squeaking sounds. On June 23, the technician inspected the recliner again and found no defects, and reported that the sound [redacted] was hearing was the completely normal sound from the stretching and compressing operation of the rocker springs during rocking motion. But since [redacted] perceived that one of the springs was louder and squeaking, he replaced the part out of courtesy. He reported that [redacted] was satisfied with this and her concern was resolved. On July 19, [redacted] called in to service again to report that the other spring which was not replaced was now making noise. We dispatched a different technician to the home on August 2. Again, the technician fully evaluated the recliner and again reported that there were no defects and he could hear no unusual noises, but he replaced the remaining spring and waxed and lubricated some of the moving parts out of courtesy. He reported that [redacted] was satisfied and the concern was resolved. Shortly after the technician left, [redacted] called the store to report that the recliner was now making a different sound and she wanted a refund or an exchange. The technician suggested that, even though he could find no defect, changing the rocker base may change the way the springs resonate and may change [redacted] perception of the noise. On August 12, the technician returned to [redacted] house, replaced the rocker springs again and replaced the rocker base. He reported that when he arrived, the recliner was making no unusual noises, and after the parts were replaced the recliner still made no unusual noises. We certainly want [redacted] to be happy and comfortable in her La-Z-Boy purchase, but since the recliner is a special-order recliner, and our technicians have found that no manufacturer’s defects exist in the recliner, we cannot authorize a replacement or a refund. Attached is a copy of [redacted] sales order, showing that she acknowledged the special order and signed off on the terms and conditions presented at the time of the sale. We believe in and stand behind the La-Z-Boy product. We strive for excellence and hope that each of our customers has an exceptional experience from the moment they step into one of our galleries and throughout the entire time they own their La-Z-Boy furniture. Tell us why here...

Hello, my name is D.J. K[redacted], Director of Customer Service for [redacted] Sales, Inc. dba La-Z-Boy Furniture Galleries. [redacted] Sales is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.’s warranty, and additionally under our service...

warranty/agreement. We operate seven stores in six markets located in North Carolina, South Carolina and Georgia. As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc. I have reviewed Ms. [redacted]’s complaint and was able to determine the following: Ms. [redacted] visited our Greenville, SC showroom on July 9, 2016. She purchased a popular model of power recliner that was in stock at the showroom, and took the recliner home. Our records show this sale to be completed on July 11, 2016. All La-Z-Boy upholstered furniture carries a limited lifetime warranty on the internal frame parts, the mechanism parts, and the springs. As long as the manufacturer can still supply the parts, the customer will never have to pay for them. La-Z-Boy furniture also carries a one-year warranty on fabric or leather cover parts, a one-year warranty on the foam cushioning, and a one-year warranty on any external decorative wood parts. La-Z-Boy will also cover the labor charges for any warranty work that occurs within one year of the customer’s acceptance of the furniture. Furthermore, [redacted] Sales, Inc., as an independent dealer of La-Z-Boy, offers to cover any remaining in-home technician fees within the first year of ownership when our customers elect to have their furniture delivered by our professional delivery service. La-Z-Boy, Inc.’s Social Support division contacted our service department on August 10, 2017 to report that Ms. [redacted]’s recliner had broken, she stated she was one day past her one-year labor warranty, and they requested any service records and sales history we had for her. We replied with her sales history, and since Ms. [redacted] had not contacted our company to report the issue, we informed Social Support that we had no service history for Ms. [redacted]. The following day, Social Support contacted us again to offer their assistance, and we agreed to split the cost of Ms. [redacted] service fees so that the service visit would be at no charge to her. Our service department has been trying to contact Ms. [redacted] since August 11 to offer to schedule a technician’s visit free of charge. Ms. [redacted] has not returned our calls. We want Ms. [redacted] to be happy and comfortable in her La-Z-Boy furniture and we are anxious to correct the problem with her chair. If she will call our service department, we will gladly order the necessary parts and send a service technician to her home. We believe in and stand behind the La-Z-Boy product. We strive for excellence and hope that each of our customers has an exceptional experience from the moment they step into one of our galleries and throughout the entire time they own their La-Z-Boy furniture.

I never was contacted. But yes PLEASE come fix the recliner asap I have no where to sit.My number is 864 [redacted].Thankyou so much 
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]