Wyatt H Blake III, MD

Please see attached photoThe sofa that the customer picked out has a blown fiber filling and as with anything that has loose fibers filling it, it has to be fluffed such as a bed pillowThis sofa is designed with a loose fiber filling because people like the feel but again if it is not maintained it will lose it's shapeWe have explained this to the customer every time we have spoken with her as has our corporate office was she called them

Customer called in complaining of the lumbar was not firm enough. We sent our tech. out to inspect he reported that the lumbar is the way is was designed to be. We explained this to the customer she said she wants it to be firmer we explained again that we can not change the design on the chairs we can only change something if it does not meet La-Z-Boy specifications. She said that it is not as firm as the one on the floor we sent our tech over to the store to inspect that one and it is the same. I understand that the customer has a medical issue with her back and we tried to tell her that our chairs are not medical chairs and that we do not do customized furniture. I know she keeps saying that this was an issue from the delivery date and again we tried to explain to her that there is not an issue with the unit it meets specification that this is a personal comfort issue. Again we cannot change the design of the chair as we do not do customized furniture. Thank you, [redacted] Office Mgr.La-Z-Boy Service Center

The first call we received from this consumer was on 1/18/and our service tech went out on 1/28/and we allowed customer to reselect both sofasNot sure what the issue is but everything is handled as far as we know as when we spoke with the consumer she sounded very pleased

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11425998, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]The sofa in the store is most definitely not like the sofa in my homeThe back cushions on the sofa in the store are much more firm and do not need any fluffingI have repeatedly explained this to each store representative to no availThe first corporate customer service person I spoke to did in fact tell me that the sofa in the store more than likely has a different fillingI just want my money back and I will be more than happy to return the sofa that DEFINITELY is not like the sofa in the store.
Regards,
*** ***

Please see the attached copy of the sale that was signed by the customer at the time of saleYou will see that she initialed on the lines that states "Special Orders may take longer than the estimate, 50% nonrefundable deposit required, items are nonreturnable"There is also a stamp from the store
stating that the to weeks is only an estimate and again on the lower part of the sale you can see she signed again on another line that states "Special orders are nonrefundable and nonreturnable" We do not ask the customer to sign off on their copies due to the fact that they are signing saying they know this statement is factAlso as you can see written on the sale this was voided on 12/and the customer has been refunded. Thank you,*** ***La-Z-Boy Distribution CenterOffice Mgr.###-###-####

As we stated previously this unit was a special order fabric that the customer had selected this is not something we sell often that is why we have all customers sign on the sale that they understand all special orders are non refundable and non returnableThe issues this customer is having with this unit is do to the fact that the unit as all furniture needs to be maintainedShe keeps comparing to the unit on the floor at the showroomThose units have a higher use than most in homes and our store employees maintain on a daily basesWe can not refund the customer due to the fact that she ordered a special fabric and now does not like it

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11529280, and have determined that this proposed action would not resolve my complaint I was clear when shopping what I needed I am not looking for a medical chair but only one with firm supportThe bottom part is defective because when I sit in it I feel a metal bar on my calf Also there is an indented area and the material sagsI have other Lazboy products I am pleased with so I know what to expect Some are years old and some are older and are being used by my daughter and are still supportive to sit in I am a real believer in the product, but I feel this chair is a lemonNot being called when being told they would was not addressedAlso no one wanted to take responsibility for dealing with the problem It was gross poor customer service I will get the bottom part changed and will see how it feels I have already started looking at new chairs and sitting in older ones it see what will work If the new part doesn't correct the problem, I will donate it to Habitat for Humanity
Regards,
*** ***

Please see attached photo. The sofa that the customer picked out has a blown fiber filling and as with anything that has loose fibers filling it, it has to be fluffed such as a bed pillow. This sofa is designed with a loose fiber filling because people like the feel but again if it is not maintained...

it will lose it's shape. We have explained this to the customer every time we have spoken with her as has our corporate office was she called them.

We are trying to get this issue taken care of as soon as we possibly can there has been a personal change in the office and that is why things are a bit confused after speaking with the customer on 4/26/2015 when we were trying to schedule for the tech to come and repair the mechs. that was...

when we were told about the leather. We contacted out corporate office who makes these kind of determinations and they did come back and say that it could be from body oils or hair product not matter how much you dry your hair the product is still there. But I explained to the customer that I was contacting our local Rep. to discuss this with him. When we were closing the conversasion we told her we would call her back as soon as we hear from our Rep. This was on Friday 4/29/2016 and our service office is not open again until Tuesday 5/3/2015.Thank You, ...

Do not know what this customers complaint is now as we have picked up her furniture although it was a special order on 3/22/2017 and refunded all her money on the same day. We had assumed that this matter was closed with her. Thank you,[redacted]Office Mgr.

[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 11982202, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Please see attached copy of sale signed at time of purchase by the customer stating that there is a 50% nonrefundable deposit due and that special orders are nonrefundable/nonreturnable. This is stated and initialed at both the top and bottom of page. Also I spoke with both the sales person and the...

store manager and they both said that she never called the store that they heard nothing about the cancelation until Loraine called her to schedule the delivery. It again was explained to her that special orders are nonrefundable due to the fact that these are things we do not sell and do not keep in stock. Thank you,[redacted]Office Mgr.La-Z-Boy Distribution Center[redacted]

This chair was delivered on 10/13/2015. The first time we heard from the customer about anything on this chair was 5/6/2016 We she called in the only thing she complained about was the leg rest going flat. Our service tech. went out and inspected the chair, when he came back he had pictures he said...

everything meet specs. We as a courtesy ordered her an uphl. seat and leg rest and called her at the time to let her know this. When it came in our service coordinator called to schedule for our tech. to go out and install this. She asked about replacing the back and when we tried to explain to her that we did not order a back due to our techs. inspection she stated that he wrote down that the back was defective. we pulled his paper work and spoke with our tech. and there is no notes and he did remember speaking with her about the back and he said that the back meet specs and she had wanted him to add something to it to make it firmer she just did not want to hear that we can not change the way the chair is made. We tried also to explain to her that these chairs are made for normal household use they are not medical chairs and she did not want to hear that either. The customer does have a one year warranty on defects not on normal wear and she just don't want to hear that. Please see attached copy of La-Z-Boy Warranty

We have contacted customer and we have offered a full refund on the chair. Customer was happy with that. Thank you,Bonnie W[redacted]La-Z-Boy Furniture

Customer called in complaining of the lumbar was not firm enough. We sent our tech. out to inspect he reported that the lumbar is the way is was designed to be. We explained this to the customer she said she wants it to be firmer we explained again that we can not change the design on the chairs we can only change something if it does not meet La-Z-Boy specifications. She said that it is not as firm as the one on the floor we sent our tech over to the store to inspect that one and it is the same. I understand that the customer has a medical issue with her back and we tried to tell her that our chairs are not medical chairs and that we do not do customized furniture. I know she keeps saying that this was an issue from the delivery date and again we tried to explain to her that there is not an issue with the unit it meets specification that this is a personal comfort issue. Again we cannot change the design of the chair as we do not do customized furniture. Thank you,[redacted]Office Mgr.La-Z-Boy Service Center