ComplaintsforLa-Z-Boy Furniture Galleries of Arizona

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They have not repaired my rocker/recliner since April. 4/16/24, I paid $175.15 for them to repair my chair. They came out, but the parts they had didn't work so they ordered parts. 5/24/24, I had to pay them another $100. to come out, but when they did the wrong parts were ordered so they had to order parts again. They made an appointment today to finally make the repair, but called and canceled and can't get here until 6/29. I am tired of the wait and run around so want a full refund now. They did agree to the $100. refund only, but I want a FULL refund.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  La-z-boy furniture ************************************** Goodyera as. Phone ************ Purchased recliner chair 17 Nov 2018 for $6658.43 with an extended warranty (5years) that is still in effect. Extended warranty covers chair and electrical controls. A claim is being worked now for nearly 4 months. Part on back order. Extended warranty allows for repair or replacement of chair. 4 months is enough time.

  

  Business response

  06/20/2024

  The consumer was getting Service with ServeCo they had ordered a new hand wand for him and at the time it was back ordered. I am showing that the part was delivered in February. The consumer never contacted ServeCo back regarding the claim or that the part was not received. I can have ServeCo contact the consumer to discuss.
  

• Initial Complaint

  06/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase date of 11-11-2022. Order # ***-13005. Purchase was for a sofa and a special order recliner (paid $2,040.09). Sofa received and I am very satisfied with this. The recliner took 4 months to make and was delivered to home. Upon delivery chair had the wrong fabric pattern. I refused to accept the chair and told drivers I would go to the store to resolve issue. At store, I explained the problem to my original salesperson, and she let me know their records did indicate I didn't take delivery. She asked if I wanted to re-order. I said, "no" because I was without a chair and re-order would take to long. I asked if I could exchange for same chair, different material pattern, from the floor. Salesperson said that couldn't not happen since they would not be able to re-order for their own stock and needed it on the floor to represent product. I then said I wanted ******* Salesperson said she would grant ******* On next credit statement I noticed refund was short $460.28. I went to store for clarification. I spoke with available salesperson who said charge held back for restocking fee for ******* I do not agree with this since the chair I ordered was never made and thus, nothing to restock. I was told store manager, *************************, would call me to help me further. After two weeks, nothing heard. I have called back 2 more times, and was told he would call back and has not. I reached out to regional manager of ********* and have not heard back. I request complete refund of item that was never made to my specifications and never was "restocked" because was never made. Store manager should have copy of all of supporting documents as a salesperson made copies and stated they would pass on to store manager.

  

  Business response

  06/09/2023

  I reached out the store manager *************************** for assistance on this complaint and received the following email response, "I left her a voicemail with a full description of her invoice and how much she paid for the chair and what she was refunded".  If there is still a descrancy in what you feel you should have been refunded, please contact ***** at the store to detail the movement of the funds.  

  Thank you. **********************;Senior Retail Distribution & Service Manager

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Refer to previous complaint ********. Last notes was that new table expected to come in mid February and would be inspected. I accepted that response pending follow up on what was communicated. It's now near end of March and I have had zero communications on table status. Again, nothing happens unless I initiate a call/text.

  

  Business response

  03/24/2023

  Good morning - the table has arrived at our distribution center, I will have the store contact you to schedule the exchange.  Thank you.  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Invoice *********** Original order placed 1/2022 for ~$18000 worth of furniture.  We were told a 6-8 month lead time on the furniture which we agreed to wait since our previous experience with La-Z-Boy was worth the wait due to high quality items. Items were delivered on multiple dates and the majority of them had issues needing replaced.  It was always an issue between customer care and the store trying to get things resolved. Customer care would say store to order replacement, store says customer care to order.  Nothing would happen unless I called to figure out what needed to be done.  All items have been resolved except the dining table.  The Dining table arrived 9/2022 and was damaged and noted on delivery paperwork. Pictures taken.  Customer Care came out 10/2022 and said the table would need to be replaced and would order a new one, pictures taken again of issues.  January 12, 2023 I called for an update since we did not hear anything back yet. Customer care said nothing has been ordered and was waiting on the store to order. Seems I was back in the same situation as before, back and forth on who owns the issue.  Customer care transferred me to the store so I could talk to the manager. Manager was busy with a customer and I left a message to call me back. 3-4 hours later I called again but the manager was not available and I left a message to call me back. 1/13/23 ~2pm I called the store again since I did not hear anything back yet and I spoke with the original sales associate, explained the situation and they are going to order a new table and I asked to expedite the order since we are over 1 year now from original order. I also requested the sales associate to get with the manager for a discount due to all the issues we have had since original delivery.  Something is broken with customer service as I should not have to be dealing with all these issues, if I don't call for an update, nothing happens. 

  

  Business response

  01/24/2023

  Forwarded complaint to store manager ***** ******** and received a reply 01/20/23 1728 hours that "Customer has been taken care of..."  

  ***** ****** - please let me know if there is anything else I can do.  

  Customer response

  01/24/2023

  The new table scheduled for delivery on 1/18/2023 was damaged also. The Delivery people came and asked me to come outside to truck and look at table.  They showed me same edge defects that my current table has.  The new table did not get off the delivery truck. They took pictures of the issues.  Another new table is on order by the store and is pending delivery. Delivery date is not known yet.  Issue is not resolved until I receive a good/non-damaged table

  

  Business response

  01/25/2023

  Good morning - thanks for responding, I was able to find the notes entered b* ***** ****** 01/20/23 that the second table also had damage.  The replacement is expected to ship mid-February.  I have made a notation for the team to let me know when this is scheduled for exchange.  I will personally inspect the table with our QC Manager prior to delivering to ensure the condition is acceptable.  Thank you.  ***** ****** 

  Customer response

  01/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ************  
   
  

• Initial Complaint

  08/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  04/10/2022 I ordered a recliner for $1624.98 including delivery charge. Chair to be delivered in June/July. Invoice No.. 0410207GBNV Customer ID: **********. I was notified the chair was ready to be delivered, but have been unable to get any dates or ??? The address is ************************************************ ************. Is this place going out of business?

  

  Business response

  09/01/2022

  I have contacted *************** and have his chair scheduled for delivery 09/03/22.    ***** ******

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Leather Recliner September 10, 2021 from ******** and had it delivered. I also purchased a 5 year leather Protection Plan.On May 5, 2022 I notified ******** that the Arms (leather on both sides are Extremely top side worn and it looks terrible. A picture was requested that day and sent via Smart Phone Text as requested. I was told to wait 1 month for a reply. No physical damage has occurred and I am the only person this used the chair. Pictures can be provided if needed.Today, June 15, 2022, I received a call and told the problem came from body oils and not covered by the Protection Plan. Yikes... I was told to use distilled water on the leather and a mild soap of which I did and obviously no change to the leather.We have other leather furniture and do not have this problem. I am 80 years of age and do not work or generate any body sweat for the most part. We have artificial grass thus no work-out mowing etc. I had been told to only clean the leather with a mild solution of **** periodically of which I had done.

  

  Business response

  06/16/2022

  Sorry to hear of the leather issues. The manufacturer's warranty covers defects in the material for one year from the delivery date and the protection plan covers accidental damage (rip/tears/*****).     I did review this claim and see where our service advisor sent the pictures to the cooperate office for review.  The response was that it was from normal use based on the areas affected, the fronts of the arms where one would pull to exit the chair and that it crossed seam lines, two different leather hides involved (4 with both arms).  In the interest of customer satisfaction, we would be willing to pay for the new leather to recover the arms and cover the cost to install.  There would be no warranty going forward for this type of claim.   Please call the office if this is acceptable, I have notated your account with this offer.  Thank you.   ***** ****** - Regional Operations Manager.  

• Initial Complaint

  04/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hi, I've ordered a recliner on 5/31/21 and was told that the delivery date would be the first week of December. When it wasn't delivered I was told in January that it was within the 5-8 month delivery timeline. 8 month were up end of January. I went to the store to request a full refund and they told me that they would charge a 30% restocking fee. When I told them that I would file a BBB complaint they gave me a discount of $154.80 to wait a little longer and that it would probably arrive within the next week. This didn't happen. Now I've been waiting for about 11 month and all I get is a text that they are still waiting on the recliner. I was charged the full amount when I ordered the recliner. I request a full refund. I'm very disappointed on how difficult it is to not get a full refund when I asked. Invoice# *******BMNA ******** Galleries **** ************************************************

  

  Business response

  04/15/2022

  I reached out to the store manager and have been informed that the chair has completed production and will arrive in the next couple of weeks.  The client was offered an additional discount to wait and accepted the offer.  Let me know if you have any further questions or concerns.  Thank you.

   

  ***** ****** - Regional Operations Manager.  

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought 2 ***** sofas, a chair and an ottoman in February 2020. from La-Zboy Gallaries,************************************. I paid total $3000.00. D/Date 03/06/20. SKU 610849706,6106634,B152967. From day one cushions were very soft. When you sit they collapse and you sink down. I took one cushion to an upholstery store and was told that the foam in cushions is very low density. The technician from customer service was in my home twice and they said that it is normal. That is how they make their cushions. I contacted La-z-boy Social support in ******, ** and received an email from them indicating that even my seat cushions have 3 year warranty. The fact that the cushions very soft and uncomfortable does not matter since COMFORT is not protected by warranty. I keep plywood and folded towels under my new cushions. I rotate them all the time. To replace 7 cushions with high density foam will cost $125.00 each, $875.00 total plus tax ( about 10%). Attached are photos of my sofas and foam replacement estimate. I was offer $300.00 for the inconvenience. I accepted it and I think the case was closed. I regret accepting this unacceptable offer.

  

  Business response

  10/23/2021

  We regret to here that you are still unsatisfied with the comfort of your furniture, as you stated, comfort is not warrantied as it is subjective.  ******** offers upgrades to the standard foam available when a unit is ordered at an additional cost per cushion similar to the costs you were quoted by the custom upholstery company.   We would be willing to offer an additional $200 reimbursement for you customize your cushions to your specific needs to match your out of pocket costs for the upgrades.  I would like to see a more formal invoice with your name and address before processing the credit.  Let me know if you wish to proceed and we can create the credit in our system to refund you.  Thank you.  ***** ****** - Regional Operations Manager for LZB Southwest  

  Customer response

  10/23/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **North ********** Lazyboy** somehow that Lazyboy location was de-listed on this website. We Purchased 1) Reclining chair and 2) Roman ******** in January 2021. No communication from the business - had to chase down salespeople trying to get updates on the order. Order was promised delivery 4-6 months. At 7 months, I walked into the store in July, the manager offered us a discount if we could "wait a little longer". It's late September, and we were just told the pieces would arrive next YEAR. Want a Cancellation of this order - Full Refund, as well as an apology for tying up our credit. We are good customers, have bought a houseful of furniture from this store (and others) in the past. The dishonesty and consumer runaround has been horrible to deal with.

  

  Business response

  09/23/2021

  Good morning - our apologies for the extreme delay on this order that we had originally quoted with our standard 4-6 month time.  We appreciate your business and agree at this time to cancel the pending order and process a refund.  Someone from the store will be in contact with you in ***** hours to complete the process.  Thank you

  ***** ****** - Regional Operations Manager

  Customer response

  09/23/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Char Ugol
  
   
  

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