Robinson Florist Robinson Greenhouse

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]

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 November 20, 2013. She chose to purchase a recliner that the showroom had in stock, and she elected to take her recliner home with her from the showroom on the same day. 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, will cover any remaining technician fees when our customers elect to have their furniture delivered by our professional delivery service. Ms. [redacted] called in to our service center on November 17, 2016, to report that something appeared to be protruding from the back of the recliner. In order to expedite the service process for her, we requested that she send us pictures of the concern so that we could accurately determine the parts that were needed to correct her recliner. We received the pictures from Ms. [redacted] on January 19, 2017, and assessed that the back frame needed to be replaced. Since the required part is a frame part, there would be absolutely no charge for the part, to Ms. [redacted]. However, since her one year of labor cost coverage expired on November 20, 2014, she would be responsible for the technician’s fees and labor costs. Ms. [redacted] declined service at that time, and requested the phone number to the La-Z-Boy, Inc. corporate offices in Monroe, MI. La-Z-Boy’s corporate office contacted us on February 6, 2017, on behalf of Ms. [redacted], requesting service information regarding Ms. [redacted]’s recliner, and stated that they had once again reviewed the La-Z-Boy warranty with Ms. [redacted]. We supplied them all of the information that we had. La-Z-Boy’s corporate office contacted us once again on February 27, 2017, stating that Ms. [redacted] had only had her recliner since November of 2016 and in an effort to assist Ms. [redacted], they were again requesting any service information we could supply. We explained that Ms. [redacted] took possession of her chair in 2013 and that we would be more than happy to assist, but we could not cover the technician’s fees and labor charges. They understood and advised that they would contact Ms. [redacted] and reiterate the warranty coverage information. Neither La-Z-Boy, Inc. nor Ms. [redacted] have contacted us since that date. We can most certainly order the part that is required to correct Ms. [redacted]’s recliner, and she will not be charged for the part. We can even send the part directly to Ms. [redacted]’s home in the event that she has a friend or family member who can install it for her. However, much in the same manner that a home HVAC system or an automobile may have certain parts covered for certain time periods, yet the labor is covered for a different warranty period, since Ms. [redacted]’s recliner is over two years beyond the factory labor coverage, we will not be able to dispatch a service technician to install the part at no charge. Ms. [redacted] may contact our service center if she chooses to pursue either service option. 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.