ComplaintsforLa-Z-Boy Furniture Galleries

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed the order and paid the money 04/26/2024. We received notice of delivery for Saturday June 29 with a 2 hour window of Between 2:30-4:30 and were told to expect a call 20 minutes before delivery. No call came so we laid the cell phone down in our bedroom and we ate dinner @ 6:30. After dinner we discovered that we had missed calls from the delivery company. We returned the calls and were told that his boss had told him to abandon delivery and go home. We understood that he would follow up the following day. He did not so we contacted Service and talked to *****. He promised to have the Wearhouse personnel deliver and assemble the chairs. This was not properly done so we then contacted *****************, Store Manager, and she said she had contacted the delivery company. We have continued to try to get resolution and as of today, July 12, we have not had the problem solved. The chairs have not been properly assembled!

  Business response

  07/15/2024

  Good morning....Our warehouse Operations manager has assured me both chairs have been delivered. However, here was a delay in communicating with the customer to accomplish this....On the comment " Chairs have not been properly assembled" I found that our service ***** has a service call schedule 7/23/24....Thank you

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a power recliner from the **************, ** location. The salesman raved about how this was the best one in the entire store. We paid over 2k for one recliner. This was the end of 2020. We paid extra for the extra warranty. I called months ago and said the chair was broken. It took forever to get a date for a repair person to come out. The man arrives (he is awesome), but the work to fix it is so extensive, he had to order several parts. We are now 3 visits and several months into this and its still not fixed or useable. To say we are not satisfied with this product is an understatement. This is ********* They should stand behind the quality and durability of their products. The entire frame broke, drive shaft, leg wont move, springs broken, none of the electronics work. When the power went out, the battery back up unit wouldnt work after trying many new batteries. This chair has been such a lemon. We are asking for an exchange to a chair that is equal to this one and actually works. Would be nice to be able to actually SIT in my ******* recliner. Tried to speak to service manager. He called once and left a message. My wife and I both have called multiple times and he wont call back. Please do the right thing and stand behind your product.

  Business response

  05/17/2023

       Good morning......Customers chair was delivered 10/20/20. Customer lives in this chair and yes we have replaced a number of parts due to this fact. When a recliner is used in this way it is bound to have issues and a new chair would start all over again. Even though some parts are normally out of ******** warranty we have repaired. I have talked with our Tech & the last of the parts needed are on order and when they are installed the chair will be good to go and up to standards again......Thanks

  Customer response

  05/18/2023

   
  Complaint: 20053967
  
  I am rejecting this response because: I am not sure why the company feels like I am living in my chair. I am fully mobile and am up doing things all day long. I do fall asleep in my chair as many people do. I do have back problems which is why I spent so much for this chair and bought the extended warranty for a reason. Our main complaint is that the chair isnt living up to the ********* standard of quality that usually goes along with the name. We have reached out multiple times to the service manager and after he left one voicemail, we have never been able to reach him again. The chair broke 2 times because the power back up failed when we had a power outage. This is unacceptable for a chair of this value. And the service and treatment from management has been appalling. The service man, however, has been amazing and is doing everything he can. 
  
  Sincerely,
  
  ***************

  Business response

  05/23/2023

         Good morning.....As previously stated parts are on order to complete the repairs. We will gladly continue to service this chair under the terms of the ******** warranty, as well as the additional PSP plan customer purchased...As to the power pack(supply) failure, customer must maintain the batteries and keep at full charge in this power pack(supply) or the chair will fail with an outage....Thanks

  Customer response

  06/15/2023

  Ever since we filed the complaint, we have yet to hear from anyone else from Lazyboy repair. Its as if we are being punished for filing this complaint. The service department hasnt even called to schedule a future appointment. So we are still sitting here for months with a broken chair in pieces in my living room. I just want the chair fixed and this whole issue behind us. I just cant take it anymore. 

  Customer response

  06/20/2023

  We still have not heard a single thing about when we can expect someone to come out and complete the repair to our chair. Normally they would call several weeks ahead of time to put us on the schedule. It seems that since we have lodge a complaint, they will not respond to **. We have left 3 messages for the ************************ for this store. Not sure what we need to do at this point. 

  Business response

  06/20/2023

  Our service ***** is waiting on one final part. They will go ahead and get in touch with the customer and set up a service call date, so when this part arrives there will not be a delay....Thanks

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought two La-Z-Boy recliner rocking chairs in October 2021. The chairs come with a one year guarantee. One of the chairs began squeaking and they send a repair person to my house on February 7th to repair the chair. In a short time the squeaking returned and also the second chair began squeaking. They sent the same repair man on 4/18 to repair both chairs, He replaced the bottom wood and springs on both chairs. Almost immediately both chairs started squeaking. When I called I was told that they wanted to send a different repair man to see if he could fix the chairs. The second repair man determined that the problem was in the back of the chair and he ordered parts for both chairs. He replaced the backs in both chairs. Both chairs continued to squeak while the repair man was still at my house. When I called the service center they put ******, (sales manager ?) on the phone. ****** said they wanted to send a truck and pick up the worst squeaking chair and bring it to the warehouse for repairs. He said they had an experienced repair man who did not make house calls. He wanted him to work on the chair. When I called back after two weeks ****** said the chair was repaired and he scheduled an appointment for August 10th to have a repair man come to my home to fix the remaining chair. I waited until late on the 10th before I called to confirm they were still coming to make repairs. ********* (who usually answers the phone) said that ****** said I canceled the repair. I did not cancel the appointment. I asked ********* how to get my chair repaired and she said I need to talk to ******. It appears to be my responsibility to reach ******. I have been trying to reach ****** for a week and can not get him. I have been trying for 6 months to have my chairs repaired. They now know how to make the repairs. They agree that the chair squeaks and is still under warranty. Can you please help me since I don't know what else to do.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/08/23) */ Good morning....We are more than happy to take care of the 2nd chair. In fact, the arrangements as we understood from the customer was to pick up the 2nd chair when we delivered the 1st chair to them when completed, as the necessary repairs must be completed in our Service Center. For some reason this was denied by customer at the day of the return....We are and have been ready to pick up the 2nd chair.....Thank you Consumer Response /* (2000, 7, 2022/08/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company continues to be dishonest about what happened but they did pick up the chair for repairs.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased from the ************** Tn store and was guaranteed 5 months on a sofa purchase and it's been over 7 with no idea when it will be here according to ***** . Have sent corporate emails , texts , phone calls with no resolve . Asked to have owner of store call and was refused and told I could only speak to ***** . ***** was not helpful ask to speak to someone else in charge and got ****** and she was going to call back . Not one e did we hear from her . Would like a full refund .

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/08/09) */ La-Z-Boy as well as other manufacturers continue to experience an unprecedented delay in our supply chain on a number of parts. Our salespeople as best they can inform customers along the way on the progress......Since our discount offers were unacceptable, as a goodwill gesture we will refund this customer for the sectional units that have yet to arrive......Thank you Consumer Response /* (2000, 7, 2022/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept the full refund offer

• Initial Complaint

  06/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 11/11/2021 I purchased a sofa from La-Z-Boy Furniture Galleries Hendersonville, **. (sales Order # XXXXXXXXXX) On 05/06/2022 they called and stated my sofa had arrived at their warehouse. I was originally going to pick it up myself but the warehouse is only open until **** pm, Monday through Thursday. I would have to take time off work to pick up the sofa, so I called La-Z-Boy on 05/08/2022 to inform them I would like the sofa delivered. I was informed of the delivery fee ($******) and agreed to said fee. Then I was put in touch with the salesman (***** ******) who sold me the sofa and told him any day after **** pm would be fine and he said he would make a note of it. A week later I went to the ***** location and was given a paper that stated someone would text me when the delivery would be. On 06/03/2022 after still not having my sofa delivered I called again but got their answering service (my day must start a little earlier than theirs) and left a detailed messing asking if this was normal time frame or was something amiss. Today is 06/09/2022 and have still not received an answer. My sofa has been sitting in their warehouse (only ** miles away) for over a month after my first call to schedule delivery, it's not doing me any good there. I asking for a full refund of $********

  Business response

  06/14/2022

  Business Response /* (1000, 5, 2022/06/13) */ After reviewing it appears our office did not communicate well with our delivery service on the change from customer pick up to customer delivery, as well as the requested window of time. Due to this we will waive the delivery fee and can get back with the customer with a convenient day that meets the requested window of time....Thank you Consumer Response /* (2000, 7, 2022/06/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) That will be satisfactory.

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