Sunshine Furniture Reviews (%countItem)
Sunshine Furniture Rating
Address: 21214 66th Ave S, Kent, Washington, United States, 98032-2445
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Address: 21214 66th Ave S, Kent, Washington, United States, 98032-2445
Add contact information for Sunshine Furniture
Purchased two recliners and sofa from La-Z-Boy at 6610 Tacoma Mall Blvd in Tacoma, WA. The furniture was purchased March 2, 2020 and finally delivered mid-June. Noticed snags in the upholstery and emailed customer service and sent photographs. La-Z-Boy installed the upholstery.
Referred to Service on 6/18/2020 and left message. No response and called on July 27, 2020 and no answer. Sent emails on July 28th to La-Z-Boy and Sunshine Furniture in Kent, WA who owns the Tacoma Mall Blvd La-Z-Boy business and no response as of August 6, 2020. The La-Z-Boy owner obviously does not care. The extended warranty company denied our claim on the basis of a manufacturing issue. The owner of La-Z-Boy and Sunshine Furniture does not care about its customers. Horrible.
I am very sorry for the concerns with the response timeline, this is not our normal practice. We did have to close for a week for a positive Covid case, we are back 100% and I have passed along your comments and concerns to the store manager who will be responding ASAP.
All team members at La-Z-Boy do care 100% about every customer and their concerns, we do our best to get every concern addressed promptly.
We purchased a power reclining chair and reclining sofa in February 2020. We spent over $2000 on these items. The furniture was delivered on June 5. The same day, the power reclining foot rest on the chair stopped working. We looked under the chair and found that one of the wires had wrapped around a coil and had gotten pulled out of the junction box. The junction box is sealed, so we could not hook the wire back up ourselves. I have called and left numerous messages for the Tacoma store's customer services department, and nobody ever returned my calls. Since nobody from the customer service center returned my calls, I called Sales instead, and was transferred to the manager. This person was very rude and said "I don't know what you expect me to do for you." She then said she would "reach out" to customer service on "my behalf," but again, nobody has called. I have also called the corporate line, and was told there's nothing they can do since the stores all operate independently. One thing that is very concerning is that the wire that was pulled out was a live wire, and easily could have started a fire or electrocuted myself, my husband, or either of our two preschool age children.
We are very sorry for the concerns and issues that you have had regarding your furniture purchase and the delay of your service request. As most companies, we were on the state mandated lock down and are trying to catch up on all service needs from our customer service requests from the last 90 days. I do see that you have been in contact with one of our customer service Reps. and have an appointment scheduled for 7-3-2020. Please feel free to reach out if your service needs are not addressed.
The fabric has torn after only a few years of ownership. I attempted to stop the seam from tearing further, but alas, the seam tore completely and now requires an extensive repair. The issue began just after the one-year warranty expired (for both the fabric and seat cushion). I contacted the company and was quoted the amount to repair the damage at $380. I have countered with the company to pay $190 instead of $380 for the repair since the product was new, and I have been a brand-loyal consumer for decades, always purchasing my sectional couches from the company. I have never had to make use of a warranty because the products are generally long-lasting. I want the company to stand behind the durability of their products and met me half way. In addition, to replace the cover at our home to lessen the inconvenience to our family will cost an additional $89, and I proposed $49. Overall, I will pay $239.00 ($190 + $49) for a repair at our home and the company will absorb the remaining $239.00 to stand behind their product and to encourage me to remain a loyal customer.
The customer originally contacted us on 5-24-2019, which is the same date we gave them a quote to repair the out of warranty unit, at that time the warranty had expired by 3.5 years. We offered to order the needed parts for a total of $290.86 as well as one Hr. labor of $89.99 (which a slight discount already applied to the labor, it should have been 1.5 Hrs.) for a total of $380.85 plus tax, the parts costs are non negotiable. We have been waiting for nine months for the customer to let us know if they want to proceed and have heard nothing. La-Z-Boys warranty is one year for fabric and obviously at this time we are well outside of the warranty.
Complaint: ***
I am rejecting this response because: I have been a valued customer for decades and am asking for the company to meet me halfway. The company offers a limited warranty on an expensive product, which is in and of itself a problem. I was frustrated by the company's initial response as well as the response now. The company can't even be bothered to respond to me on a personal level, and instead is making me feel like I am not a valued customer and my concern is simply not taken seriously. This frustration is what has lead to the nine month delay in responding, as I was uncertain what to do. I want the company to stand behind their product and meet me halfway. There was no indication that the initial price quoted was discounted in any way, so how was I supposed to know this? All prices are negotiable - the fact that the company refuses to even negotiate with me is a clear message that I am not a valued consumer. Again, I request that the company meet me halfway and split the cost of the repair. This product should have lasted much longer (both the fabric and the seat cushion) and I am disappointed in the poor quality of this product. My request seems reasonable given the time and inconvenience as well as the fact that I am a brand-loyal consumer to this company. Unfortunately the company is not customer-loyal. I'm not asking for a free couch - I'm simply asking for a repair to restore my faith in the company and it's product. The very least the company can do is stand behind a defective product and make this right for the customer.
Sincerely
Our lift chair purchased from Lazy-boy broke. We had a warranty so we put in a claim on 7/17/19. Below is the time line.
7/17/19
Called and spoke to Evenly and reported chair was not working. Claim ***
8/1/19
Tech finally came out and looked at chair. Needed to order parts.
8/7/19
Person I talked to at the warranty department said up to eight weeks to get parts.
9/23/19
Called to find out status Valorie
Called Valorie at 800-238-6581. Three parts were order on 8/14/19. It can take up to 12 weeks to get parts. I was told 8 weeks before.
I can check status of parts at ***.com
After 12 weeks (which is November 6) if parts cannot be found we can negotiate about getting new chair.
10/21/19
Checked order status and nothing is new.
11/14/19
Called warranty department because it has been over 12 weeks. Twelve weeks was November 6th. Someone from the warranty department is supposed to call me back between 48 to 72 hours. I told the representative I talked to that I will call back in 48 hours.
11/20/19
12:28 Kathy from 888-673-8883. I was driving so I couldn’t take the called. She said claim was for wand. The tech that came out in August said need all new wiring not just wand.
1:25
I called Kathy back and left message.
About 3:00 PM Kathy called back to schedule having the parts installed. I told her we didn’t have the parts. She will contact the warranty department.
3:30 I called the warranty department 800-238-6581 and I spoke to Lanai. She was not able to help me so transferred me to another department.
l was on hold for a half hour. Finally talked to Mark. he put on hold for a half hour while he reviewed claim. Then said that nothing he could do. A processor is supposed to call us back within 24 hours.
I told Mark I am opening a claim with the Revdex.com
.
I will reach out to the warranty company now to find out what the issue is, I am very sorry for the confusion.
You are scheduled for delivery on 1-2-2020
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.
I would like to acknowledge the help of Donna V the manager of Lazy-boy south center for her help in getting this problem resolved. l
Sincerely
I want a full refund on my purchase from the store. Furniture was delivered after a three month wait. damaged. I was told if I kept furniture they would order new parts and they could simply repair right in my home. First attempt after another three month wait lazy boy ordered wrong parts. I waited 4 months and contacted the company to find out where parts were and they didn’t seem to know what I was calling about. I was told they would call back. When I received call back I was told they would have to take my couch in for repair which is against original verbal agreement. I do not trust in this company anymore and I am very disappointed in their service.
I understand the concerns of the customer and I am very sorry that the original part was ordered incorrectly, the factory will only send out the actual Leather not the complete Upholstered parts, this is why we need to have the unit in the shop for the repair, this will insure that the repair is completed to the La-Z-Boy standards. I will work with the store regarding a possible discount due to the delay in completing this service but I cannot offer a refund.
Complaint: ***
I am rejecting this response because: I was told when in doubt of accepting the damaged furniture that this would be an inhome repair. I even called your company and was reassured this was an easy fix. After the furniture is delivered your contract says I have three days to return your product. I would have asked for a refund or new couch if I had been told the correct information from your company. If you are refusing the refund than I would like a new couch delivered as I don’t think I deserve a damage repaired damaged product and a discount for the anxiety you have caused this disabled customer.
Sincerely
I am sorry that you had been misinformed, this type of repair does need to be completed in the shop. I have worked with the store manager and I can offer a $500 refund for the miscommunication. Please let me know when we can set up the date to pick up the couch for service.
I purchased a Laz-Y-boy couch back in April or May of 2018, we had an extended warranty. The back and springs gave out so we turned in a warranty claim, were told to go to Guardian for it, which we did. That was almost two months ago, Guardian has informed me Laz-Y-Boy is not responding to them to complete the repair or replacement. Like I said this claim process has been going on for almost 2 months.
Was purchased at Laz-y-boy in Tacoma.
We understand that the customer is having some difficulty in getting their furniture serviced, this is not the experience that we want any customer to deal with. I have looked into it and see that this was the Guardian after market warranty, I have informed the local Rep. he will be getting involved to make sure this is resolved ASAP. I have also sent him this complaint ti insure that this doesn't happen to anyone else in the future.
Complaint: ***
I appreciate the response, want to keep this open until something is resolved though! Hope things are taken care of soon, it has been a nightmare having a broken couch for so long.
Sincerely
We have looked again in their porthole as well in multiple email accounts and see nothing, I have reached out to their local Rep again to make sure this is resolved ASAP, I am sorry for any delay in this process.
Complaint: ***
Managed to get this resolved over the weekend at the Tacoma Laz-Y-Boy, got a new piece of furniture ordered since they did finally get the authorization, I wish there was more that could have been done with the pricing, even if it was just waiving delivery charges considering what a nightmare this process has been to beginning to end, if there is anything additional that could be done that would be great
Sincerely
I purchased a furniture set about 6 months ago, sofa, love seat and recliner within the first month one of the cushions went defective, La-Z-Boy sent a tech out to check it out and ordered replacement...by the time they came out to replace the love seat cushion, FOUR other cushions went bad....within two weeks of replacing the love seat cushion it broke AGAIN....I sent SEVERAL emails requesting full credit or a refund and keep getting the run around. I see they have your emblem on their vans BUT what good are they at customer service. I have a couch, love seat and recliner that I have not been able to sue for several months and LA-Z-BOY is not willing to give their customer a FULL REFUND OR FULL CREDIT!
The cushions are condensing down/forming around the customer and use which is normal, we have worked with the customer regarding the cushion replacement and have one additional one on order to try and work with them on this concern. The customer has also reached out to LZB corp. via email whom responded to me that nothing is wrong and all is within manufacturing specifications, I also sent the customer LZB corps. response explaining that we need to order the replacement seat cushions if needed or wanted. the product is still 100% usable. We will be glad to assist the customer in any additional service needs that fall under the warranty. Our service Tech did make a mistake by only bringing a portion of the last order that was needed, I explained to *** that we are sorry and that we would be using this as a couching tool for training. No refund will be allowed
Thank You,
Dean L
Operations Manager
My electric recliner chair broke and I have Warranty. I did everything lazyboy wanted and reported it. I got repair # and was told *** furniture would handle repair... they would contact me in 48 hours. After 8 days I called back and was told it takes at least a week. I was then contacted by *** and was told *** did those repairs. I reported it to *** and they wanted 2 pictures of recliner. I did this...after 3 days I got email they do not repair these chairs... I just contact *** at another number. I did this but they said No way and did not know who I should contact...they refered me back to lazyboy. Ok I did but they have no idea what I should do we they have no control over anything. I said well give me another chair. She the manager said I bet you do. Well I don't but as former service manager I want it repaired and not sent to door # 1 to then be sent to door # 2 to then be sent to door #3 and then to be told by them and manager of Lazy boy Lynnwood they couldn't help me. I am now waiting another 3 days as they won't be working on weekend. So by then it will be over 2 weeks and all are telling me they are sorry and sympathize with me but let's pass this off to someone else. I am thinking someone must be in charge that could help but they won't tell me
We are sorry for the delay in the service repair for this customer, it is all based off of confusion from two separate purchases with two separate warranty companies, this has been resolved and the customer is schedule for service to inspect and repair their concerns. Our goal is to supply the best customer service as possible, this issue was caused by not knowing what chairs had the issues which caused use to supply him the incorrect warranty information, this again has now been addressed.
I have been complaining about this since day one, for I had paid cash and wanted repairs done.
first back was soiled, after trying to clean it up to no avail...came back with new back..then same back got to be lopsided needing new pillow, fellow came with wrong size of same,( never got new pillow) then mecanisme in other chair stopped fonctionning, so cannot extend the recliner.. although at the store, the problem was not apparent. Last remark, nothing we can do, that is the way it is..so am stuck with 2 disfonctionning chairs, one needs new pillow( was told I had to pay for that !) the other impossible to extend.
After reading letters from customers on computer, whish I had read that first, this is a outfit that will not stand by their product, they take the money and run.
We reinspected the chair as requested by the customer on 3-8-2019, the Tech. made notes to order the lower lumber padding for the back and to install in-home when in, this is within warranty and will be completed when all parts are received into the warehouse. The backs are naturally condensing down and forming around the customer with use, we will continue to service under the terms and conditions of the warranty.
Complaint: ***
I am rejecting this response because:
I have had no contact from last visit from maintenance man...they are stalling for the warranty to expire....what are my options now.?
Sincerely
Purchased a reclining sofa and matching recliner from the Lynnwood store. We have had multiple issues (yes I purchased the extended warranty). The last problem was that the sofa would not recline. Someone came out and "repaired" it and it broke again in less than three weeks. Now I can't even get them to come out and take another look at it. They won't answer the phones and won't return my calls.
DO NOT PURCHASE from La-Z-Boy - they are too LAZY to take care of their issues. It is clear that customer service is non-existent with them.
I purchased two microfiber chairs from the referenced business on 2/18/2017 @ and for the sum of $2599.98.In addition, I also purchased a Service Plan in the amount of $219.00.I called the referenced business on 2/23/2019 and made inquiry concerning cleaning methods for microfiber and was told that water stains resulting from home cleaning would cancel my Service Plan. Attempts to obtain information from warranty service have gone unanswered.
Guardian explained to the customer that cleaning of this nature would not be covered and may void the warranty, for normal cleaning of everyday soiling this not covered under the warranty and is the customers responsibility, this can be completed by any furniture and carpet cleaning company, they will need to pretest to insure safety to the cover. The warranty provided by Guardian is for accidental stains, rips or tears, again, not any normal soiling. We will be glad to assist the customer with any service needs but normal care and cleaning of their furniture is not covered under the *** warranty
Complaint: ***
I am rejecting this response because:the explanation provided is inconsistent with the information provided at the time of sale and the statement of the dales person when I made inquiry concerning stain removal .
Sincerely
We purchased a sofa from this company out of the Tacoma Showroom on June 26th, we started having a problem with the right hand recliner seat was malfunctioning and was sunken,like sitting in a hole, the service department came to the home did not even verify my findings, but ordered a new seat, the new seat came in was installed and is worse than the original, and either not enough padding was placed in seat or too much leather was put on seat as we now have a huge wrinkled seat that does not look or fell like the left recliner what so ever. I emailed photos to Sandra D in warranty services on October 3rd, responded the same day that she had forwarded it to the service manager a Dean L, since that date, we have not had one call or email from Mr. L, we also reached out the the sales associate that assisted us in the Tacoma Store with the purchase. If indeed the seat has been ordered again, we should know about it, not leave us hanging in the lurch not know what is going on. I understand people can get busy, but this is pretty black and white in our eyes, they did not put enough padding under the leather seat that is why it is baggy and we can not even set on that side because of the bad workmanship.
We are sorry that the customer is having issues with the replacement seat we did installed the seat with a factory authorized replacement part that was made directly off of the production line. I will have our service department reorder another replacement upholstered seat, this part will take approximately 4-6 weeks to receive in, once in we will schedule the installation ASAP.
Thank you, Dean L
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.
Sincerely
see Attached document ---Supporting documents redacted by Revdex.com---
When *** called explaining his concern to our CSR department , one of our CSR's explained to him that he would need to bring the chair in for service to inspect and see what options we had. *** dropped off the recliner to one of the warehouse team members explaining that he wanted a refund, the warehouse team member asked myself to look at the chair which was not in new condition, the chair was worn and stained in several areas. I explained to *** who was at the front desk, that a refund was not possible as we offer a 3 day return policy, I explained to *** that we would be glad to adjust the padding in the chair which is not part of our warranty coverage (we do offer the service for customers with padding concerns). *** refused and left the warehouse leaving the chair here, he showed up two days later to pick up the chair still refusing service.
We will not allow the customer a refund as the chair is within manufacturing specifications.
I ordered a couch from this business in November 2017. We have had the wrong piece of furniture delivered to us twice. It was a sectional, they left behind one piece of the sectional. Now I cant get my money back because I have half a couch in my house! I tried working with the store, and called the corporate office. I was offered free delivery for the couch I already paid to deliver twice. This is a nightmare, I just want them to come get the half of a couch and my money back so I can order from a place who is responsible and cares about customer service. Someone was supposed to call me March 16, and after repeated emails to corporate asking who to call, they stopped replying!! Then told me to call the store.
This has already been resolved on our end, the store manager has refunded the full amount to the customer and the product has already been picked up.
4/28/2016, Purchased couch and extended warranty from La-Z-Boy Furniture Galleries (17305 Southcenter Pkwy).
1/6/2018, Noticed fabric separating from part of couch frame. Some staples attaching fabric have come loose from frame. Contacted store where purchased (17305 Southcenter Pkwy) and left message with warranty department.
1/9/2018, Received call and e-mail from Melissa N, Customer Service Representative at La-Z-Boy distribution center (21214 66th Ave S) providing me instructions how to file a claim under the extended warranty I purchased with the couch.
1/18/2018, I called the extended warranty company and filed a claim. They said from my description that the problem should be covered by the warranty. I was told that I would be contacted by La-Z-Boy to schedule a repair technician to come to my home and repair the couch.
1/26/2018, Received call from La-Z-Boy distribution center (21214 66th Ave S). Was told appointments for a repair technician to visit my home are available Tuesday through Saturday, but if I want a Saturday appointment that they would not be able to schedule it at that time, and they would have to call me back at a later date to schedule the appointment. I wanted a Saturday appointment, so I was not able to schedule the appointment during the call, and I have never received another call from anyone to schedule my appointment.
2/7/2018, Received e-mail from Cyndy M at La-Z-Boy distribution center (21214 66th Ave S) stating "I am still working on getting a Saturday appointment for you" and "Once we have a date available, we will contact you to schedule".
I have talked to Cyndy our CSR supervisor, she was awaiting a Saturday appointment to open up, we only service each zone on a rotating Saturday so about every 4th-5th Saturday's for this customer's delivery area so the next service date was for 3-3-2018 which she is now scheduled for. we did have several different delivery dates that we tried to schedule the customer for during the week which did not work for her.
Thank you,
Dean L
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.
Sincerely
We bought a very expensive Love Seat and bought the protection plan to go with it. A week ago the handle on the side that allows the chair to recline broke. I called and filed a claim. I was told that I would be contacted in 3-5 days. It's been a week. I emailed them - called them - and no one calls us back! I called the store where we bought it - and no manager was available and the man I spoke with said "You are barking up the wrong tree". "I can't help you". I asked for a Manager to call me back and he said it wouldn't be until tomorrow before a manager was available. I'm tired of waiting! We spent a lot of money on our custom love seat!! We bought the insurance. Obviously - the insurance isn't worth the paper it's written on if no one call you back - no one schedules the repair - and you can't get anyone to help you! TERRIBLE Customer service!!
This customer was contacted within our allotted time frame authorized by Guardian, we created the service order and scheduled the service appointment as requested with Ms. for tomorrow 2-21-2018, we have also already called them and given them their time frame which was ok'ed by the customer. The service order was created, scheduled AND customer notified, all prior to the Revdex.com complaint of 2-15-2018.
Complaint: ***
I am rejecting this response because:
The information they are saying is not true! I filed the claim on 2/7/18. I tried calling them on 2/9/18, 2/12/18 - twice and was on hold for over an hour - and then again on 2/14/18 twice! I never was able to get anyone to answer my calls! I finally filed this claim - and then called back and asked to speak to a manager. The reception put me through to Cyndi - and she was so rude! She told me it would be another week before anyone would come out to make the repair! I was NOT happy with this!! I told her we wanted someone out that week - she said that we wouldn't get that! What else was I suppose to do?? We are at the mercy of them - and trust me - that is NOT a place any customer ever wants to be!
I can't begin to tell you how frustrating this whole experience has been. If we had known first - that the love seat we over paid for would break in less then 2 years - we never would have bought it! IF we would have known the warranty was as bad as it was - not being able to get anyone on the phone - and then when you had to literally get so upset just to get someone on the phone - we never would have bought from them period!!
Now to read their response - which is not true at all - and I have proof of my calls into the company and also when they finally got back to me. This just goes to show even more how terrible their customer service is! Buyer beware - DO NOT BUY FROM LA-Z-BOY!!!
Sincerely
I am sorry the customer is not satisfied with the response, once a claim is filed with Guardian it takes the a few days to get us the paperwork, each and every Guardian claim is processed in the order they are received, we scheduled the customer for the next available day for in-home service. Our goal is to get every customer scheduled as soon as possible, some times we are not able to service them the same week. I am sorry that you feel that we are not serving the product in a timely matter and will work on that, we will also use this experience as a training tool.
The service order was created on 2-14-2018 the service order # is ***, this service order was scheduled for in-home service the same day (2-14-2018) for Wednesday 2-21-2018 (today).