ComplaintsforLa Z Boy Furniture Galleries

• Initial Complaint

  28/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2021 2022 2023 Do not purchase furniture from ********* they will sell you a defective unit. Then they will claim that it is your fault for any issues with the furniture, recliner, sofa. This is one of the worst company in *******, ********, *********, **, *************. Their product is worst than ******* made furniture, let's not kid ourselves, this furniture is also made in *********. Even the ***** or **** is better, and that's some low end junk.

  Business response

  28/12/2023

  Thank you. I am not sure who this client is as we have no phone number on file with the number provided and the client only describes him or herself as "******* Buyer."  

   

• Initial Complaint

  19/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Delivery:20 April 2022 Business committed a warranty of 1 year on the cover, to be able to maintain/repair it I bought a couch here in 2021, the first couch arrived damaged, and I received store credit for as they could not repair it.I used the store credit to purchase a new electric recliner, when the new couch arrived, an older model of the couch that I had seen in the store was delivered. This was clear, as the older couch had no remotes, while the one in the store had remotes. I asked the sales rep about this, and they told me I was wrong, I asked for them to review their in store security footage and the told me that they couldn't do that. Eventually a $300 credit was agreed to, but frankly put I'd rather have the remotes.Less than a year later (11 months), the couch was damage in a move. I contact la-z-boy's customer service, who sent out a technician who sent me a quote for the damages. I agreed to this quote. Over the next 7 months, I heard nothing from la-z-boy, I reached out a few times to their customer service, but was often ignored or not responded to. After 7 months customer service told me that the it was out of their 12 month warranty period and that I would need to go through a 3rd party repair service as they could not get the parts necessary.This was the second new couch that la-z-boy was unable to repair within 12 months of purchase.I contacted this store directly, where I spoke with a sales rep who said that the manager would contact me. The manager did not contact me, and after following up, the manager was conveniently unavailable to handle the call, and I received a call from la-z-boy customer service again, who told me the store had contacted them and asked to reach out. So it is clear that the store location does not want to deal with the problem. And I received the same information from the customer service rep that they could not service the couch.

  Business response

  25/10/2023

  Thank you for your message. We understand that the client is already working with our Richmond Store and possibly the independently contracted delivery company responsible for damaging the furniture. 

  Customer response

  26/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I am not working with the store as I have already tried to do that and failed.  The store has for the most part ignored my complaint and this is an escalation of the issue.  The delivery partner has nothing to do with this complaint.  The complaint is for the continue slowness of responses and the continued lack of ability for the business to honor their warranty and the claims made by their sales rep.

  The response does not acknowledge why they have not been able to repair two couches under the warranty period.

   

  The response does not acknowledge why it took 7 months to come to their decision.  The response does not acknowledge any parts of the issue presented in the claim.

  The response continues to show a lack of willingness to work with me to find a solution and a continued unwillingness to even discuss the issue at hand.

  
  Sincerely,
  
  *****************************

  Business response

  30/10/2023

  Again, the client should be contacting the delivery company that damaged his furniture for reimbursement. 

  The ******** warranty covers manufacturers defects in the furniture. The extended warranty coverage is for accidental stains on fabric or leather or cuts (for leather only), but it does not cover wear and tear or damage incurred while moving furniture. The client was willing to pay for parts to replace the unit that his moving company damaged, and our team had given a quote, but then ******** Corporate notified our team that parts were no longer available, so no parts could be ordered.

  The client should be putting in a claim with his moving company and not with us. If this were a warranty issue and parts were not available, that would be a different story, but it's not a warranty issue. It's an issue of a moving company damaging his furniture. 

  There is nothing more we can do, unfortunately. Again, we would encourage the client to seek reimbursement and a BBB complaint with his moving company, which was responsible for the damage, and not with us.

  Customer response

  04/11/2023

  
  Complaint: ********
  
  I am rejecting this response because you have not answered any of the questions that I haved asked.  And continue to not answer the questions that I'm asking, and continue to repeat the same information.

  It is clear that at this point in time that you are not willing to answer the questions that are being asked for whatever reason.  Which is why I am requesting a full refund, because it is clear that the service that I was told I would get is not the service that has been provided in any way shape or form.

  ** ***** **** *** **** *** ****** ******** ** ********* ** **** **** **** *** ***** **** *** **** ** *** *** **** *** ******** ******* **********

  I believe at this point in time that this company is operating in bad faith.  They are not willing to answer any of the questions I have asked. They provide varying information from different people, and continue to move me around to different representatives in hopes that you will give up on my complaint.  They continue to not answer the questions that are asked, and quote what appears to be some sort of handbook with the closest possible answer that relates the most to the question that was answered.

  I believe that I am not the first person that has experience this from them, but probably one of the few that is willing to continue complaining about this.

  
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩