ComplaintsforLa-Z-Boy Furniture Galleries

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought sofa, swivel chair and ottoman. Sofa was discontinued and I bought the last one. Wanted matching chair and ottoman. Waited about seven weeks, due to special order. Delivered on Saturday. I noticed the permanent cushion on top of base of ottoman was crooked seems that didnt lay square with bottom. The cushion part had pleating on one side, supposed to be smooth. After removing my feet from ottoman, the top part left indentation of where feet were. Looked old rather than brand new. The chair also was not smooth upholstery wise. Upholstery was puckered. No consumer would pay for this awful workmanship.I called the store within 72 hours (time limit for returns. I was told I couldnt return anything due to it being special order. All they would do would send workers to my house to check. I had also complained of the fabric and color not exactly matching. Was told probably different dye lot except the salesgirl, *********, never disclosed that it may not match, which they didnt match the sofa.They came that Saturday and agreed with me and took the chair and ottoman to fix. 2 weeks later they came back with them. Nothing had been done to ottoman, chair looked okay. They again took ottoman to fix.Next day I placed my hand on back to move the chair when I noticed huge rip.All I want is my money back for chair and ottoman. Lazy boy on line has a different return policy, meaning with that I could have returned these. This store made up their own rules.I cant understand how they could treat a customer this way as the ******************** was made very badly.

  Customer response

  11/22/2023

  The stre is in ********** ********** NOT ******* 

  

  Business response

  11/22/2023

  This is not our customer. They purchased from another dealer in **********.

  Thank you,

  ***********************
  Senior Director
  La-Z-Boy Furniture Galleries | ******** Home Furnishings & Dcor
  *********************************************************************************
  (********************************
  www.la-z-boy.com/westflorida
  
  8 West ******* locations: ******** | ***** | ******* | ********** | ********************* |******************* | *************** | ******

  

  Business response

  12/19/2023

  BBB,

  I just received this complaint today 12/19/23. Evidently the documents were sent to a store in ******* first.

  In response to this customers complaint. 

  Mrs. **** did purchase a stock sofa from our showroom floor on 8/27/2023. On 8/29/2023 Mrs. **** came in to purchase a "Special-order" chair and ottoman. These pieces were delivered together on 10/28/2023. These pieces were not exact in color due to the fact the sofa had been on our showroom for several months. The chair and ottoman could not be exact being purchased several months later. In the customers pictures she had sent the colors look really good together. On 11/2/2023 **** our Warehouse Manager/ Service Tech replaced the top foam on the ottoman and adjusted the fabric to correct the crooked top, per the customer's request. On 11/18/2023 **** returned the ottoman to the customer, at that time the customer signed the WORK ORDER, accepting the repairs. On 11/30/2023 we went out to look at the issues with the chair, **** brought back the chair to our shop to correct the customers issues.  On 12/14/2023 **** returned the chair, and at that time the customer signed the WORK ORDER, accepting the repairs. On the invoice #*******YRBZ, it is a copy of the customers signatures accepting and agreeing to our terms of the invoice for a stock item, (delivery,delivery prep, fabric and leather, and our return policy). On the invoice #*******YRDX, it is a copy of the customers signatures accepting and agreeing to our policies for SPECIAL ORDER items. On the invoices for delivery slips, you will see the signatures of the customer acknowledging, the statement, "I have inspected and received merchandise in good condition". As a dealer for ******** furniture, we follow the ******** warranty for any repair that are manufacturer's defect. We do not deviate from this warranty and make up our own rules. You will see our return policies for both SPECIAL ORDERS and STOCK items very clearly on our sales invoices. Please see attached copies of the sales invoices that the customer signed and agreed to, and the copies of the signed delivery slips the customer signed accepting the ******************** at the time of delivery. All of these pieces meet the ******** Manufactures Specifications. 

*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. ↩