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Complaint Details
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Initial Complaint
08/30/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order 352-24242 - Did not provide product, delivered defective product, does not respond to 20+ requests seeking resolution. Hello, we placed an order for furniture with your North Dartmouth Office. After the wait for delivery, We were told of impending delivery on 8/9 (unspecified delivery date) 8/11 Left unanswered message 8/13 Left unanswered message 8/14 Called again, was told delivery on 8/18 8/18 Received a call that one of the pieces had been rejected for quality control purposes. NO details 8/18 received sofa and love seat. Control for recliners was not included 8/19 - 8/24 called store (North Dartmouth) 20 times seeking info on missing pieces, delivery dates on remaining furniture left messages. No response to any calls! 8/24 We felt forced to drive to North Dartmouth, MA La-Z-Boy. We asked to speak to a manager, but spoke to a salesperson *****. He essentially shrugged his shoulders said that he didn't know anything, but he'd look into the missing piece. He told us to call ************ to resolve the missing parts issue. Never called back 8/24 Spent 45m at day-end on hold with ComfortCare. the call was disconnected at the close of business. 8/25 Spent FOUR HOURS on hold with ComfortCare from 9:30 to 1:24PM only to be disconnected again! 8/26 Called ComfortCare again- left another message requesting call back 20+ phone calls, 6 hours on hold, several days of time spent. I thought we were dealing with a reputable company! 8/26 Reached saleperson at store, referred to ComfortCare again, and told to leave a text message, However after 3 hours on hold, never received the option to leave a text message. but someone finally answered the line. The lady who answered ordered the power cord for 3 day delivery. She promised to contact store manager to have him contact me within 1-2 days, but I never heard from anyone.. On another tack I contacted corporate on 8/25, the e-mail response promised escalation and a response in 2 days. it's 5D! Respectfully, ***********************Customer response
09/10/2022
I have not heard from the business in response to my complaint. I have called an additional 4 times and still no response. I did receive the power cord for the couch but not the chair.Initial Complaint
06/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Early 27May2022 I called and requested La-Z-boy hold a specific sectional, listed at a clearance price of $4,350.00. The agent agreed over the phone to hold the piece until 3pm the following day. I asked if a deposit was necessary to guarantee the hold and volunteered to pay one, she assured me it was not. Since I had asked about the terms of the hold to make it binding and she had assured me I had met them I believed us to have entered into a business transaction. My husband arrived around 4pm the same day, well within the hold period, and was told the couch had been sold. I immediately called the store and spoke to the associate who stated she was the one who placed my hold. As a remedy, I proposed to have the exact same sectional ordered for me, which she stated was possible, and have the store honor the previously listed price. She told me she would not honor the price and requested that I pay approx $2,000 more than had been agreed upon at the time the hold was placed. She, after admitting she did not do her due diligence to ensure the hold had been placed, then berated me for not purchasing the piece immediately when I had been in the store two days prior. I explained that it is routine for customers to shop around before making a large purchase, especially on a weekend when there are sales in that industry, and that her accusation was irrelevant to her mistake and very unprofessional. I asked to speak with a manager, she said there was none employed at the store. I asked for her name again and she hung up on me. She and her associates then refused to answer the store's phone number when I called back several times. Later, a different associate, ********, retuned my call and referred me to customer care and told me the sales associate who hung up on me was named *****. She assured me customer care could resolve the issue but the store could not. Customer care generated a complaint (case #: ******) but has not attempted to resolve the issue.Customer response
06/12/2022
I have not heard from the business in response to my complaint through the better business bureau or through their customer service.Initial Complaint
03/16/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
bought ******* gold lift recliner w/massage and heat on 9/3/21.chair delivered 9/21. Stopped working end of october 2021 called store.no reply. e-mailed corporate office - said we would be getting a new chair. 2nd week of february. march 4, called for update - should have chair by end of march. Paid for the chair. also payed for serveco 5 year protection plan total came to $2,831.35 with tax and delivery.repair person would be months to come look at the chair (they said they have so many service calls).store will not return my calls. bought this chair for my disabled husband. he needs the chair that lifts. if they can't supply, i would like my money back to buy from someone who can.
Business response
03/15/2022
Please see attached. Customer is not in our system. Customer's complaint is not with us.
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