LA-Z Boy Furniture Galleries

Initial Business Response / [redacted] (1000, 12, 2015/08/04) */ On 1/20/Mr [redacted] purchased a piece sectionalIt was delivered on 6/14/On 3/31/(9months later) we received a call from Mr [redacted] saying his seat backs are sagging and wanted us to add Dacron fill to all of the backs on all pieces of the sectionalOn 4/11/we picked up the furniture to make the repairs while they were on vacationWe added the Dacron fill in all of the backs to bring them back to the La-Z-Boy specificationsOn 5/13/we returned the furnitureAt that time we had Mrs [redacted] inspect the furniture and sign the work order accepting the furnitureOn 6/24/I received a call from Mr [redacted] saying the backs were not done right and wanted us to come back out to inspect the backsOn 6/ [redacted] our Service Manager went out to inspect the furniture and found the backs needed the routine maintenance applied to move the Dacron to fill any gapes, and straightened the piping too correct the issuesThese issues occur over time and use [redacted] showed Mr [redacted] how to do this in the future and advised him the pieces were to the La-Z-Boy specificationsOn 7/1/I received a call from Mr [redacted] saying [redacted] did nothing when he came to the homeAfter several threats I told Mr [redacted] there was nothing else I would be able to do since the pieces meet the La-Z-Boy specificationsAt this point Mr [redacted] said he will call the La-Z-Boy Corpoffice and hung up the phone Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The store's response is a completely misleading, creative misrepresentation of events, omitting literally dozens of steps taken to try to get the problem identified when the couches were first delivered; the months that elapsed were because the company was non-responsive to phone calls, emails and lettersTo say time passed [redacted] the problems were wear-related is just a blatant lie The original problem was minor and we were told it was a simple fixWhen furniture was returned, we signed only for accepting delivery and were told that we could look it over and let them know if we were satisfied with repairThe very next day, the store was called to complain that the "fix" made had resulted in damage to couch and destroyed the quality of appearanceThe store remained non-response to this complaint other than to say we should stop calling the store and deal only with the service departmentIt was not until months later and the one year warranty was about to expire that we called the national office and then they needed to call the store several times before there was a response from the service departmentIn July, a workman (not the service manager) was at the home for about minutesHe inspected the couch, took photos of the problems (including the distorted piping) that were noted, but did absolutely nothing to repair damage done during re-stuffing process (except to close a partially open zipper), and departed saying something similar to "This is what you requested and the couch is acceptable to our standards" We noted this was not okay and wanted to know when the couch problems would be correctedWe were told that we should call the store; essentially, we were being told the service department was going to do nothing to correct their errors This Revdex.com complaint response is only a way of trying to do a complete covto avoid liability for sloppy workmanship and complete absence of customer service This issue remains completely unresolvedPutting words on a website does not repair holes, poor workmanship, and other damage done during the repair process that they refuse to correctOther customers need to be weary of their "standards" of business practice

Initial Business Response /* (1000, 8, 2015/08/04) */
Mr*** purchased a sofa on 4/26/2015,and had it delivered on 5/6/On 6/25/we received a call from Mr*** saying his seat cushions were collapsedOn 7/1/we went out to the customers home to inspect, and
determined we needed to replace the seat cores(poly foam)
We ordered the seat cores under the La-Z-Boy warrantyParts, service and labor are covered at no charge for the first year per the La-Z-Boy warrantyThe warranty covers the repair of the furniture it does not cover replacement of the furniture
When we receive the parts we will call the customer to schedule a date to replace the seat cores
Initial Consumer Rebuttal /* (3000, 10, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All I can say is BUYER BEWAREMake sure you read the warrantyIt covers themnot you

The customer did receive her piece on 10/26/2014, her invoice reflects that date which she signed at the time of delivery. We did pick up her piece to correct the customers concerns with the wrinkles on the back. Our service dept. tightened the fabric to correct the wrinkles. The customer signed for the piece when it was returned accepting the repairs. We never heard anything else from this customer until the 1 year warranty was expired. As a dealer of La-Z-Boy furniture we can not change or extend the manufactures warranty of a customers product, it starts from the delivery date the customer received the furniture. When I ordered the parts for this customer we did offer to do the repairs at no charge even after the manufactures warranty was expired. I have tried to help this customer resolve the issues the best I can.

On 10/26/2014 [redacted] purchased a rocker recliner from our Santa Rosa store. One year later on 12/26/2015 [redacted] called and said the arm foam had collapsed and the leather finish was coming off on the top of the back where her head hit. On 11/6/2015 our service tech went to her home to...

inspect her furniture. The service tech found the chair to be wearing as it should after one year without proper maintenance. The leather was loosing color due to hand and hair oil collecting on the arms and back. The service tech ordered rss and lss arms and a complete upholstered back to correct the issues for the customer. [redacted] understood the process and agreed to ordering the parts and having them replaced. I was doing all of these repairs at no cost to the customer even after her 1 year warranty had elapsed. Typically there would be a service fee to go to the customers home, labor fee to do the work and the cost of the parts. On 12/2/2015 [redacted] called and said she does not want her chair repaired, she wants a full refund. I explained the La-Z-Boy warranty and as a dealer we repair all furniture, we do not replace or refund. This is on her sales invoice and she did sign and agree to all the policies at the time of purchase. On 12/16/15 we received all of the parts for her chair. We called [redacted] to set up a service date for the repairs. [redacted] said she does not want the repairs done, she wants a full refund. On 1/20/2016 I received a call from La-Z-Boy Corporate to call this customer to see if I can resolve the issues. I contacted [redacted] to try one more time to get the issues resolved, she said the only resolution is a full refund or she will be seeking legal counsel. I still have the parts in my shop to make the repairs as per the La-Z-Boy warranty.

Initial Business Response /* (1000, 12, 2015/08/04) */
On 1/20/2014 Mr. [redacted] purchased a 4 piece sectional. It was delivered on 6/14/2014. On 3/31/2015 (9months later) we received a call from Mr. [redacted] saying his seat backs are sagging and wanted us to add Dacron fill to all of the backs...

on all 4 pieces of the sectional. On 4/11/2015 we picked up the furniture to make the repairs while they were on vacation. We added the Dacron fill in all of the backs to bring them back to the La-Z-Boy specifications. On 5/13/2015 we returned the furniture. At that time we had Mrs. [redacted] inspect the furniture and sign the work order accepting the furniture. On 6/24/2015 I received a call from Mr. [redacted] saying the backs were not done right and wanted us to come back out to inspect the backs. On 6/27 [redacted] our Service Manager went out to inspect the furniture and found the backs needed the routine maintenance applied to move the Dacron to fill any gapes, and straightened the piping too correct the issues. These issues occur over time and use. [redacted] showed Mr. [redacted] how to do this in the future and advised him the pieces were to the La-Z-Boy specifications. On 7/1/2015 I received a call from Mr. [redacted] saying [redacted] did nothing when he came to the home. After several threats I told Mr. [redacted] there was nothing else I would be able to do since the pieces meet the La-Z-Boy specifications. At this point Mr. [redacted] said he will call the La-Z-Boy Corp. office and hung up the phone.
Initial Consumer Rebuttal /* (3000, 14, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The store's response is a completely misleading, creative misrepresentation of events, omitting literally dozens of steps taken to try to get the problem identified when the couches were first delivered; the 9 months that elapsed were because the company was non-responsive to phone calls, emails and letters. To say time passed [redacted] the problems were wear-related is just a blatant lie.
The original problem was minor and we were told it was a simple fix. When furniture was returned, we signed only for accepting delivery and were told that we could look it over and let them know if we were satisfied with repair. The very next day, the store was called to complain that the "fix" made had resulted in damage to couch and destroyed the quality of appearance. The store remained non-response to this complaint other than to say we should stop calling the store and deal only with the service department. It was not until months later and the one year warranty was about to expire that we called the national office and then they needed to call the store several times before there was a response from the service department. In July, a workman (not the service manager) was at the home for about 5 minutes. He inspected the couch, took photos of the problems (including the distorted piping) that were noted, but did absolutely nothing to repair damage done during re-stuffing process (except to close a partially open zipper), and departed saying something similar to "This is what you requested and the couch is acceptable to our standards" We noted this was not okay and wanted to know when the couch problems would be corrected. We were told that we should call the store; essentially, we were being told the service department was going to do nothing to correct their errors.
This Revdex.com complaint response is only a way of trying to do a complete cover-up to avoid liability for sloppy workmanship and complete absence of customer service.
This issue remains completely unresolved. Putting words on a website does not repair holes, poor workmanship, and other damage done during the repair process that they refuse to correct. Other customers need to be weary of their "standards" of business practice.