ComplaintsforLa-Z-Boy Furniture Galleries

• Initial Complaint

  06/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date: July 3rd 2023 at 4pm Location: La-Z-Boy's Etobicoke branch Implicated employees: Santiago (Salesperson) and Niten R.(Store Manager) What happened: During our home shopping day, we decided to pass by La-Z-Boy to check if anything would work for our living room. My wife found an item that wasn't marked as sold and was a last item, therefore we asked Santiago if it was taken, he said no. So we decided to reserve it through him. Suddenly out of no where another customer shows up wanting it who then brings another employee into it complaining that she didnt show her this piece. And surprise to everyone, turns out that unit was already sold that morning at 10am and we cant have it. Classic case of misrepresentation to the consumer, item was not labelled as sold and floor Salesperson said it was ours already. What happens after bothers me even more, Santiago tries to send me to the Vaughn branch without even confirming they have the item there. So I ask him to confirm (which he shouldve already done) and he comes back saying "sorry it isnt there"..thats after he was about to send me on a wild goose chase. Furthermore, I ask to speak to the manager to get some resolution to this horrendous customer service situation. But he sends out his email on a piece of paper, because the manager Mr/Mrs Niten R. has no respect for his customers or those who enter his store or how they feel about La-Z-Boy's service or the brand. Bottom line: 1. I had better service in stores deemed to be of less quality than La-Z-Boy. 2. Their solution was "we made a mistake, deal with it", not even a proper apology or replacement option. 3. I don't know if my rights as a consumer were preserved here considering this was a case of misrepresentation (*** ***** ** ******** *****) by one of their employees that was handled this way, and management was truly appalling. 4. I hope this reaches La-Z-Boy's main office, I doubt they'd be happy with this branch's attitude toward customers. Thx

  Business response

  08/07/2023

  Hello. I am sorry that there was a miscommunication in the store and that you were unhappy with our experience. I cannot be sure exactly what mistakes were made in terms of properly identifying sofas on the floor as sold or not sold however this is obviously an important process to avoid these scenarios. I am sorry we were unable to provide the sofa you wanted. We do have many other locations around the greater Toronto Area. If you would like to make arrangements to shop at another one with one of our managers, please email ****@********.com with the store and time you would like to shop and someone could make an appointment for you. 

  Customer response

  08/07/2023

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

  I don't accept your apology for a matter that bothered me and wasted my time. I don't need your invitation to step into another La-Z-Boy store. So ultimately, thanks but no thanks.

  I just hope the BBB keep my review on your profile about your floor salespeople's lack of professionalism and training. I've provided you with names and times of the incident and yet you still have nothing to do or say but asking me to come to another store. You should be ashamed of yourselves for handling your customers that way.

  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. ↩