ComplaintsforLa-Z-Boy Furniture Galleries

• Initial Complaint

  18/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 18th, 2018, I purchased a reclining/swivel/rocking chair (Paid $1,829.99), and a two seater sofa (3,999.99), plus 5-year warranty plan, plus taxes for a grand total of $4,604.71 including taxes. Sold as leather furniture. After 4 1/2 years, the seam on the left arm side is coming apart, and the right side of the cushion is tearing. The two seater reclining sofa cushions are both torn in the middle. I lodged a complaint, sent pictures, they send a guy to look at it (who by the way told us that it is supposed to be leather but really, just the top is leather, everything underneath is vinyl which tears easily, something they do not tell us, customers are not experts in furniture so when they tell you it's leather, you believe it's leather, no mention of vinyl! Only after you paid, they give you a copy of the warranty showing what is covered. According to my warranty,, it shows that cracking and pealing of top grain leather in seating and non-seating area are covered. At first, it was only the chair so I called the store and they offered me $600, I accepted but then when I checked the two-seater, I noticed that it was also ripped so I called the store and told them to forget about the $600, I want both pieces of furniture to be replaced or recovered. They are now offering $600 for the chair and $1,500 for the two-seater, far from the $4,604.71 I had paid (taxes, delivery and warranty costs)

• Initial Complaint

  16/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Current Date: 16 May 2022 January 25 2020 - Purchased the La Z Boy furniture with extended warranty Mid March 2020 - Furniture was delivered February 13, 2021 - I contacted La Z Boy at Cyrville Road in Ottawa ticket #*****. I also sent pictures to show the seams splitting and fraying. I had to fight to get replacement cushions. August 2021 - I received the replacement cushions and the Technician that came said it was definitely a manufacturer defect on the seams. April 3, 2022 - I contacted La Z Boy at Cyrville Road in Ottawa again ticket # ***** for the same problem AGAIN. I was told that it could take 25-35 days to hear from them as they are back logged. April 27, 2022 - I still have not heard back from them and have reached out, but each time I do they push my dates out as per ***** ****** in Customer Service out of the Kingston ON office. May 16, 2022 – Still no response and I just get put to voice mail. Attached is my invoice and pictures.

• Initial Complaint

  06/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a chair in 2020, along with a 5 year extended warranty. Starting in month 2, the chair broke down. After one month, a repair person came and fixed it. 3 different breakdowns occurred with the same time to fix each time, meaning I have only had a functional chair for a very small period of the time I've owned it. After the fourth servicing, I was advised that the service department had to contact corporate headquarters because they had never seen this situation before. This was three weeks ago and I have heard nothing back. I contacted the store. The clerk immediately wrote an email to management and service, who did not respond. I want them to replace my chair immediately. I have already been far too long with no working chair, but they have had my $2000 the whole time. Completely unreasonable, especially given the extended warranty coverage that I purchased.

  Business response

  08/12/2021

  
  We have located a case for the customer. We see that he has been approved for a reselection for a new chair on December 7,2021. We have notified the dealer who will be in charge of informing the customer and reordering the recliner. The customer case is resolved. 
  
  
  Kindest regards,

  Customer response

  08/12/2021

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

   

  Information is not factual. The only direct message I have received so far is an offer of a store credit. The store credit is for the purchase price of the chair last year. Long details short, that would mean I have to pay out another approx. $576 just to get the same chair. Company previously advised that to get a replacement chair outright would mean I have to wait 6 months. The store has the same chair already in the store. My expectation is getting the new chair now since they have the inventory. At this, I would be happy enough to pay for the extended warranty again since I have grave concerns about overall product quality at this point. My expectation is to receive a replacement chair immediately given that in the 4 repair rounds, I actually went 6 months without an operational chair after only owning it for one and a half years with a 5 year extended warranty on top of the already existing lifetime warranty and standard 1 year warranty.
  
  Sincerely,
  
  **** ******

  Business response

  14/12/2021

  The client has been offered a full replacement of their unit with the same model free of charge . Three attempts have been made to contact the customer to clarify: December 8th, December 9th and December 13th , each time a voicemail was left . 

  The current options provided to the customer are :

   

  1. A full replacement of the unit with the same model free of charge.

  or

  2. A store credit equal in value to the original purchase price of the unit

   

  We trust that one of these options will satisfy the customer's concern

   

  Sincerely 

   

  La-Z-Boy Customer Service Team

   

  Customer response

  14/12/2021

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

  this is only a partial response. Per my previous message the company is not being clear that the replacement timeframe is 6 months when my initial purchase has already been broken for 6 months. What I discussed with the store manager today was the full replacement yes per the terms of the extended warranty I purchased, but also a loaner chair to replace the defective unit while waiting. Still waiting to hear on whether this desired outcome will be satisfied. Please note, the responses from the organization here on the BBB forum are only partly accurate and may not be taking into account the different messages being received by the client. This causes some client confusion. I’m still hopeful we can reach a positive mitigation for the highly defective product. 
  
  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. ↩