ComplaintsforLA-Z-BOY Furniture Galleries

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased said furniture from the Laz Boy store in 11/2020. The furniture was received in 7/2021. Since the furniture arrived the quality nor the material is the same as to what was advertised. We have called 5-6 times and they keep redirecting us to a facility in rock hill. The items that we picked out does not look or feel like what was selected in store.. we continue to reach out with no progress. This was a bait and switch. My husband and I are elderly patrons who feel we were taken advantage of. Our next recourse is to take them to small claims court.

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/30) */ I am Robin C***, Senior Claims Specialist for Tipperary Sales, Inc. dba La-Z-Boy Furniture Galleries, and BBB correspondent. Tipperary Sales is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.'s warranty, and additionally under our service warranty/agreement. We operate eight stores in seven markets located in North Carolina, South Carolina and Georgia. As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc. Our company has reviewed Mrs. ****'s case and have been able to determine the following: The customer purchased the James Reclining sofa and Loveseat and the Astor Power Recliner. The customer is in possession of all merchandise ordered. They have been in possession since 8/14/21. Their issue is with the leather quality and comfort. There are no defects and the merchandise is as ordered. They were advised if there is nothing broken or defective, we would not be able to assist them due to all merchandise is up to manufacturer standards. The units appear to show normal signs of usage and La-Z-Boy does not guarantee or service a comfort issue. The merchandise Mrs. **** purchased is considered a "Special Order" purchase. Therefore, on the day of purchase, the customer signs an agreement before the furniture is ordered indicating their understanding of our Special Order policy. This info and the customer's signature is located on the back of the sales order and on the receipt/copy they receive. Throughout the whole Sales process, the customer is reminded that they ordered custom built furniture that is not eligible for refund or exchange. "All items not in stock at the time of purchase are SPECIAL ORDERS. Special Orders are not subject to Cancellation, Refund or Exchange." We believe in and stand behind the La-Z-Boy product. We strive for excellence and hope that each of our customers has an exceptional experience from the moment they step into one of our galleries and throughout the entire time they own their La-Z-Boy furniture. We did receive a ********* Bank dispute from the customer which was resolved in our favor. We were found to be operating within the guidelines set forth by the contract between us and ********* Back and no further action is required at this time. Thanks Robin

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased furniture from this store on November 3, 2021. At the time I was told that it was NOT a custom order, but it would still take until probably April to receive it, maybe longer. The woman that I dealt with was named Melissa Stevenson. I found out I wouldn't be purchasing a home I was buying and moving to South Carolina, so I called to cancel the order on Monday, November 29th. The woman I dealt with on the purchase was Melissa Stevenson. She sent me an email telling me that I couldn't cancel because it was a custom order, even though I was told it wasn't at the time I purchased/ordered it. She said that she confirmed this with her manager, Dave. I have tried over and over again to contact the manager, but he never answers his phone and he doesn't return my calls. I've had the same experience on the corporate level with Lazboy furniture. I find this to be extremely unprofessional!

  Business response

  01/12/2022

  Business Response /* (1000, 13, 2022/01/04) */ ***Document Attached*** Good afternoon, this was sent to Tipperary Sales is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.'s warranty, and additionally under our service warranty/agreement. We operate eight stores in seven markets located in North Carolina, South Carolina and Georgia. As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc. Our company has reviewed Mrs. ************ case and have been able to determine the following: on 11/3/21, the customer purchased a Pinnacle Wall reclining sofa and a Pinnacle Power Wall reclining loveseat. They both are special order units. During the selection process, the sales consultant covers in detail with the customer what the difference between purchasing a stock unit versus a special order unit. It is also covered during the finalization of the sale while the sales consultant goes over the La-Z-Boy Furniture Galleries Terms and Conditions that is located on the back of the customer's sales receipt. The customer is instructed at that time to initial the statements on the Terms and Conditions that pertain to the type of sale made. Per the Terms and Agreement: Items not in stock at time of purchase are Special Orders. Special orders are not subject to Cancellation, Refund, or Exchange. Thank you Kindest Regard, Robin C*** Senior Claims Specialist

*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. ↩