Complaints

• Initial Complaint

  09/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 4-11-23 I paid $2,013.00 for a recliner. All went well until it was del. & I needed service. At 1st they did not want to order the part that I complained about. After calling the main ************ they agreed to order the part. A small lock pin came in & I was to get a motor. They called me to book a service date and I told them I did not get the motor, so they reordered it again. When their service man called, I told him the back of the chair needed *********** him a picture to avoid two service calls. He replied no problem. Today I got a phone call telling me that the foam arrived last week when in fact it did not. The proof of del. was for the motor which arrived the week before. When I called back the service person said she would have them reorder the foam again but could not follow up. I called the store Mgr. & he doesn't care and does not want to get involved with service. I would like to get my chair fixed and move on. This has been the worst experience of my life. There is no communication between departments. I truly believe if Corporate knew how customers got handled, they would be shocked. I would greatly appreciate anything you could to put this matter to bed. Thank you.*********************** ************ or ************

  Business response

  10/10/2023

  Good afternoon,

  Thank you for advising of this customer's complaint. There was in fact an error on our part in ordering the additional padding that the customer requested. This material has been ordered and shipped and as of today, the customer was notified of the tracking information of that additional material. Once the material is received, we'll be able to schedule the service to install the additional padding and complete the service on this chair.

  The customer's initial complaint about his chair was that the motor was slower than his neighbor's chair. After ************** was sent out to inspect the chair and deemed the chair to be free of defects, the customer demanded that his motor be replaced. He then reached out to ******** Corporate who contacted us to request that we, as a courtesy to them, replace the motor at their cost, which we agreed to accommodate their request. There was an issue with the original order for the replacement motor at ******** Corporate and when we made them aware of the situation, they then shipped out a second motor, delaying the process. 

  Hopefully, after the installation of the requested poly, the unit will perform as intended by the manufacturer and this customer will no longer need additional service.

  Thank you,

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

  Customer Service Manager

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  To ****** *****, CEO, ********* ****** ***. It has become a nightmare dealing with your La-Z-Boy Home Furnishings & Decor at *** ******* *** ******* *** *****. Independently owned ********* ****** ***., store. I purchased an Astor rocking recliner in the color Mocha *******. Showroom floor it looks like a coffee and cream color, but I received a charcoal gray color in my home. Driver took a picture of the gray chair and I questioned the manager I was told it was the right color, and he stopped the conversation saying he wasn't going to argue about it, his decision is final. I questioned the color, he stated it was because of the lighting, he knew colors change. If I was advised of this, I wouldn't have made the purchase. I have repeatedly attempted to find out what lighting Lazboy uses to turn a charcoal gray chair to a "Mocha", no response. Including a picture of this chair outside in the natural sunlight, and it is still charcoal gray. Emailed and asked for a picture of the back of the "Mocha" chair outside in the natural sunlight, no reply. Calls and emails being ignored. I have provided pictures of this chair outside in the natural sunlight that reveals it to be a gray chair? What lighting do I use to turn it to the "Mocha" color I purchased? Never mentioned that this chair would change color due to lighting? I am being treated for cancer, and I am told if I return the chair it could cost me hundreds of dollars in loss and a 30% restocking fee. Once they have your money, they stop communications. The color is wrong under any lighting except Lazboy lighting. Thought I would advise you before I put in reviews to others and the community. Ruining their name in this small community, and word spreads fast. If the lighting is the cause, then please tell me what lighting you use to make a charcoal gray chair, look "Mocha" coffee and cream, on your showroom floor??? Seems this could be settled easily, but it is being ignored. Pictures/sales ticket will be sent.

  Customer response

  01/30/2023

  The 1st picture within the bundled pictures is the chair I purchased, and they ordered in coffee and cream. The rest of the pictures are the color change from their described "Mocha" chair, which is really a coffee and cream color as revealed in the 1st picture. The chair changes color during the day, and none of the sales people nor the manager advised this to the paying customer. They all knew this color change from "Mocha" to coffee and cream happens, but did not reveal this to the customer. They claim this is the chair I ordered, but it's not. The number correspond, but the color does not. They play with words. The second separate picture is the chair I ordered. It's the picture directly from their showroom floor at the time I purchased. How it changes colors has not been revealed to me, and it's not because of lighting. The other provided pictures show this chair to be charcoal gray outside in the direct sunlight and 100% not the color I purchased. 

  Customer response

  02/08/2023

   

  If you look at the ticket/invoice you will see the chair was given a military discount and is now $875.+ 114.98.+104.98 for a total of $1094.96 and then the tax was added with the delivery fee and the fabric protection was taxed for a total of 1171.61? I had already told the salesman that all I wanted was the chair + tax which would be $875. x .07 tax= $936.25 total to be paid. John attempted to make the invoice to include the delivery and fabric protection fees disappear, but that failed, as you can see it cost me more than the agreed upon price of $936.25. That's $936.25 vs 1171.61 = $235.36 difference to be paid with taxes on the delivery and fabric protection that were declined. I was also told that they would not sell from the showroom floor, but when I went back to get the ***** swatch, they were selling the same chair off the showroom floor and the buyer was removing it and loading it in his truck. Of the 4 people (manager/Asst.manager included) that looked at this chair in the coffee and cream color, nobody ever mentioned that the same chair would turn charcoal gray when it leaves the store? That's hiding the facts or deceit because every one of them watches that same chair turn colors depending on the time of day. I have never witnessed this with any of the chairs I have purchased from Lazboy over the decades. So you can see the price changes, the deceit, the taxes on delivery and fabric protection that wasn't needed. I should have paid the $935.36 only. Your store manager went into his little temper tantrum and has informed me that he WILL NOT honor anything on this chair or for me at his store! I need something in writing disputing this statement. It seems that everything I would need in the future would have to go through this store. This simple purchase has turned into a complete nightmare, costing me money and time. I am fighting cancer as we speak, and I don't need this intentional aggravation or wasted time. I hope this puts it in a better light as to what has transpired during this paying customer's purchase. There are many corrections to be made. I also wanted true  Lazboy Corporate to be made aware of all this, that's how they got involved after contacting/congratulating me on my purchase and asking how it went. Please correct all the above mention problems. Thanks for your time and help. Have a great day. 
  I have been passed from the real Lazboy Corp. to ********* *** and am not getting results. They send me back to the store that refused to honor the sale or anything to do with the warranty? I have talked with their VP of sales, and he wants to refund $150. but they overcharged me $235.36 and taxed delivery and fabric protection warranty that they now refuse to honor per store manager ****** *******.  The VP of sale has not put anything in writing pertaining to how he came to this decision and what was or was not removed and will not be honored from this store. He needs to be specific, or it stands that this store will not honor their obligations to this buyer. This has cost me time and money just for dealing with this store that deals in deceit. See the following email sent to service, why the real Lazboy sent this to service is unknown as they refused to help at all, just pass the buck. I have repeatedly attempted to contact the real Lazboy Corp to no avail, they will not answer any phone calls and waited for over 20 minutes. 
  Please respond in this email as to why you could not handle this complaint sent to you by the real Lazboy Corporation and why you have sent me back to your store that has refused to handle anything to do with this purchase or the person that purchased this chair. Nothing will be honored from this store, per ****** *******. I will need something in writing that states if they will handle everything purchased or deny everything purchased. You see the previous email stating all facts and this store does not respond. His statement of not honoring anything stands! Please pass the last email up to whatever Department it needs to go to, or advise me of the correct email address to send it to. Do not advise me to talk to a store that will not respond. Do you have a direct email to the President of your company or the VP? Thanks for your time and, help. ****** gave me the phone number ************** to the real Lazboy Corp. but again no answering after 20 minutes of waiting. This is a ********* **** internal problem that is being ignored. The real lazboy was contacted to advise them of how this ********* **** is ruining their name in this community.
  

  
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased furniture in June. In November I still have not received the furniture.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Feb 2022 walked in and bought a new living room suit. This included, end tables, tv console, coffee table, lamps, rugs, pillows, chair, and two sofa's with with recliners. We understood that the chair would not come in until August. All the other pieces were either in that store or right in their warehouse. As of today, I have 1 sofa and 1 rug. Everytime we call we get someone on the phone who claims that they will help me, and stating that they have our furniture except the chair and to expect a call from the delivery truck next week. The last person I was speaking to was the assistant manager ****. Who stated that even though the store was open there was no one there to help me and hung the phone up in my face. NowI have tried and tried to settle this nicely. I think I have had patience long beyond the time that patience should have ran out. I am again going to point this out in writing that this is clearly defined as a breach of contract. Please reference your terms and conditions which in part reads " In stock orders... scheduled for delivery within 30 days of the original order date". Basic breach of contract and I do not think I would have a hard time winning that argument or case when heard before a judge.

*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. ↩