ComplaintsforLebco Industries

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recliner broke less that one year of use. Picked up by lazy boy warehouses on 11-10-2023. With the estimate of 4 weeks. Estimate on length of repair extended by 3 weeks on 11-23-2023. As of 01-19-24 no updated time of arrival of parts or repair. Company will not replace. Offered to return broken recliner until parts are able to be ordered with no estimate on time.

  Business response

  01/25/2024

  ---------- Forwarded message ---------
  From: ************************* <******************>
  Date: Wed, Jan 24, **** at 9:13 AM
  Subject: Re: You have a New Message from BBB Serving Central East Texas, Consumer Complaint #********
  To: Better Business Bureau <**********************************************************>
  
  I am no longer with La-z-boy.  I retired on 3-1-2023.  You will need to contact LEBCO out of ******.  They are now the owners of Tyler/Longview ******************************** you,
  **********************;

  Business response

  01/26/2024

  We do understand that it is frustrating when the manufacture is not able to get parts to complete repairs.  We have offered to return the chair to be used until the parts arrive which will be an additional 4 to 6 weeks and we hope that there is not a further delay. The customer has refused this option.  This is the only option available at this time.  

  Customer response

  01/26/2024

  I am rejecting this response because:   This is not a resolution. The chair will have been in the shop longer than it will have been in use at my house by the time this is over with. The chair is broken at no fault of my own. At this point suggest we replace the chair or give me a complete refund. 

  Business response

  02/12/2024

  You are asking for further clarification but it does not say what you need further clarification on.  Please be more specific as our answer is not likely to change.  

  Business response

  02/13/2024

  You keep sending requests for clarification.  I am not sure what you are requesting more clarification on as our answer was pretty clear.  Please do not send another link just asking for clarification, please send what you actually need clarification about in regard to this customer.  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  [BBB Transcription via Mail]

  On July 3, 2023 I purchased a new recliner. I had a La-Z-Boy recliner for about 10 years. I thought it was one of the best investments I had made. I donated it to someone in need. I wanted another La-Z-Boy. It is an "American Icon...who invented the recliner" is what I read
  The new recliner was paid in full the day I finalized the order for $2137.81.
  I was told it would take about 8 weeks due to the fabric I chose. I was assured it would be made in here in the USA... Michigan.
  It was delivered on Saturday September 9. 2023. I was in shock of the condition it came in. Please see attached pictures. I told the delivery men to take it back. I was refusing it. They said I had to call Customer Service on Monday to arrange that.
  9/9/23 (Saturday) — I called Jon ******, the salesman. He sent an email to Yolanda at Customer Service.
  9/11/23 (Monday) Yolanda returned my call. After discussing the pictures, I told her to take the chair back. I was informed that they do not take custom orders back.
  ·The padding was very thin and sparse on back, seat, and leg rest. Evident in pictures.
  ·I could feel the horizontal wooden board on my back when reclined.
  ·Yolanda said I could have had ordered memory foam... Jon never offered it.
  ·The bottom of the chair...just look at it...so cheaply made.. no quality. There was not even a lining to prevent dust and dirt from getting up into the motor. The stapling on the bottom was horrifically done...the fabric did not even cover the wood frame.
  ·Sent another email to Jon with pictures of the chair.
  Please note I reached out within I working day to begin this process.
  How is this chair a custom order? Where is the quality workmanship?
   
  After much haggling, Yolanda finally agreed to send out a technician. 9/14/23 — Technician, Gilbert, came and assessed. His comments:
  ·Chair needs more cushion.
  ·Chair seat does lean to right.
  ·Might be able to add more cushion to leg area. I will discuss with the office.
  ·We want our customers to be happy.
  I informed him:
  ·! could feel the wood bar across my back when reclined
  ·Due to the gap between the seat and back of the chair when reclined, I can put my hand through it to the floor. There is not any support for my lower back. Gilbert replied he felt that would be taken care of when the back chair cushion was fixed.
  9/22/23 3:09PM - After no communication nor update, I reached out to Yolanda. Left a message.
  9/26/23 — Yolanda called. I asked her to please list in my work order above comments.
  10/4/23 — Chair picked up.
  10/24/23 — I had to call Yolanda for an update.
  10/24/23 — Yolanda called — will be delivered on 11/1/23. I asked her if they restuffed. Yolanda stated the notes only say padding adjusted. We normally do not stuff.
  11-3-23 — Chair delivered back. Only the lumbar section (back) stuffing was readjusted... not enhanced. I sat in the chair that evening. My lower back hurt for 2 days after, I could feel the horizontal board on my back. I did not have any lower spine support due to the gap (when reclined) between the seat and back piece. It was open so much I could put my hand through to the floor. I have not sat in the chair again.
  I am asking for a full refund of $2137.81 with returning the chair at no additional cost to me. This is not a custom chair... ask yourself what would you do if delivered a chair in this condition? I am a senior and this chair is below La-Z-Boy quality as I Knew the reputation to be.
  
  

  Business response

  01/11/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  The customer’s store of purchase is independently owned and operated. La-Z-Boy Incorporated does not have access to the store’s customer records. We have contacted the store and requested that they contact the customer to assist with their concerns.
  
  Please note that all returns, exchanges, etc. must be done directly at the customer's retail location where they purchased the furniture as they are their customer and all financial transactions have been made through their location (which is not linked to our corporate offices). Per the terms and conditions that were signed at the time of sale, refunds are not available. 
  
  We kindly ask that this complaint be closed as the customer will need to continue to work through their store of purchase.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  Mallory
  E-Commerce Coordinator
  ** ******

  Business response

  01/15/2024

  A highly qualified upholstery and repair technician with decades of experience in repairing La-Z-Boy furniture has inspected the chair and found no defects.  We did make some adjustments in the interest of customer satisfaction, but the customer was not happy with these adjustments.  I did look up the purchase that the customer made 10 years ago, and the service records are the same.  The customer said 10 years ago that her chair that she received was inferior quality and did not have enough padding and that she wanted a refund because she was so unhappy with that purchase. This occurred with the purchase 10 years ago.  When the technician went to her home at that time, 10 years ago, he found no defects with that chair during the inspection. In the complaint below she is now stating that the chair that she was very upset with 10 years ago was very good quality.  We will not be offering a refund and there are no further adjustments to be made as the chair is built and operates as designed and matches what is shown on the showroom floor.  

  Customer response

  01/25/2024

  I am rejecting this response because:   January 24, 2024
  Good afternoon,
  I do not know who Lebco Industries is nor was there a signature of the person and
  title who responded to this. None of the 7 pictures I sent are posted. I sent via
  certified letter to John *******, Chief Commerce Officer at La-Z-Boy.
  Let me share my background. I am an RN who has worked with spinal surgeries,
  nerve blocks, orthopedic surgeons, and neurosurgeons. I also was employed by
  a spinal medical device company in a customer facing role. I am fit having ridden
  a bike and yoga most of my life. I am knowledgeable on both body alignment and
  Customer Service.
  My notes on 9/14/23 state that the tech agreed the chair needed more
  cushion...especially in the back. He would discuss with the team and added “we
  want our customers to be happy.” That was the reputation La-Z-Boy was known
  for. He parted by saying “Yolanda, Customer Service for La-Z-Boy in the DFW area,
  would get back to me to schedule a pickup.”
  My experience with Yolanda was challenging.
  • 9/11/23 - My first call to her. After a long discussion, she finally agreed to
  send out a tech.
  • 9/22/23 - I had not heard from Yolanda for a pickup date. After leaving a
  message, she called me back on 9/26/23.
  • 10/4/23 - Chair was picked up.
  • 10/23/23 and 10/24/23 - I called Yolanda for an update.
  • 10/24/23 - Yolanda scheduled delivery for 11/1/23.
  o She said the only work documented was they “adjusted the padding
  already in place...there was loose material.”
  • 12/14/23 - She was cc’d on the letter/documents/pictures sent to Mr.
  ******* along *** ******* ***** ******** ******* * ******** **************** ****** ** *** ****** ******* ***** **** *** *** ******* ********
  who sold me the chair.
  • 12/22/23 - On Friday, before Christmas, at 2:15 PM she called and left a
  message to call her.
  • 12/28/23 - I returned her call. She had no recollection of calling me nor
  why.
  • 1/9/24 – Yolanda called and left message. I returned her call. Her response
  was: “I got an email from MI to call you…I don’t know why I was to call
  you.” I replied “what can you do for me? You received a copy my letter.” She
  replied she did not know why she was suppose to call me. (I worked as a
  Customer Liaison for large corporations…no one ever emailed me and said
  call a customer without an explanation). I asked for a refund…she replied
  “no.”
  When the chair is reclined, I feel a board horizontally against my back. There is no
  lower back support. I can put my hand through to the floor between the back and
  seat. Lastly this was not a custom-made chair. Please see attached pictures. The
  bottom of the chair does not even have a lining to prevent dust from getting up
  into the motor. On a final note, I asked Jon ****** to pull up my past purchase. He
  only saw my name. I wanted something similar. Interesting they found it now.
  Where are the documents?
  The La-Z-Boy Tech stated and agreed the $2100 chair needed more stuffing.
  The past chair was memory foam and handle for reclining…this current chair is
  just padding, and power controlled.
  Would you pay $2100 for this unusable chair? At the time the order was placed,
  full payment was required. Ask yourself, why would I go through all of this...I am
  speaking the truth. A full refund is equitable and honorable.
  Thank you,
  ****** *******

  Business response

  01/26/2024

  Our position on this will not change - We understand that the customer wants to return the furniture that she purchased.  She was aware that special order merchandise could not be returned before she placed the order.  The technician with decades of experience stated there were no defects and it matches what is shown on the showroom floor where the customer purchased the chair.  He further stated that the chair operates and is built as designed.  We made some adjustments in the interest of customer satisfaction.  The customer was not happy with that either.  The customer stated in the letter that she was very happy with the chair that she purchased from us 10 years ago but the records from 10 years ago show that she called numerous times with the same complaints.  She stated that the chair had loose fabric, inadequate padding and poor tailoring and demanded a refund.  We had the technician go to her home 10 years ago (probably the same technician as all our repair technicians have worked here for decades) that there were no defects, and the chair is built and operates as designed.  She demanded a refund for the chair from 10 years ago which we did not offer as there were no defects, and she was aware that special orders could not be returned before she placed the order.  Now in this complaint about her new chair she is calling the chair that she did not like 10 years ago and wanted to return, great quality.  This chair has been thoroughly inspected by a very qualified La-Z-Boy repair and upholstery technician with decades of experience and no defects were found.  This is all customer preference, but our furniture is factory built and matches what is shown on the showroom floor and is not built to customer specifications. The chair in the customer's home is built and operates as designed.  

  Customer response

  02/01/2024

  I am rejecting this response because:   

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased furniture from Lazy Boy gallery about 5 years ago. We were told that they would repair, or replace basically for any reason. We have had the same issue with several parts of the couch and recliner not reclining. They have fixed it several times. Now that is it past the 5 years, they want to charge to come and pick it up to possibly fix. They then told us to send them pictures of the broken parts and they will mail them to us and we can fix it. We have done this and have yet to get any response. Laxy Boy is supposed to be a top of the line furniture company and we have been nothing but disappointed! We have done what we were asked to do, but again-nothing. The lady that we have to deal with (******* area) is ***************************** ********************* mailto:********************************** Everytime I call, I have to leave a message. All we want is our furniture repaired or eplaced.

  Business response

  01/09/2024

  When the customer purchased the ******************************* she was given the **************** Agreement information which stated that it was a 3-year plan, not a 5 year plan as she is stating.  We provided all repairs during that 3-year period at no charge to the customer.  When she called after the extended service agreement was no longer valid on 01-07-2022, we explained the limited warranty (that only the mechanical parts and frame parts were still under warranty) All labor and trip or delivery fees would apply, the customer opted to not have any repairs and was very upset.  She called again on 04-27-2022, 01-03-2023, 12-05-2023 (she called twice this day and spoke to 2 different people) each time the warranty, charges and options were explained to the customer, she did not take advantage of any type of service. She called again on 12-08-2023 and asked to order the parts to repair herself. We had offered this option previously, but she did not want to do so at that time.  The customer service representative gave the customer the instructions and let them know that we had to have a picture of the issue so we could order the correct parts.  Due to the holidays, we ordered the parts as soon as we could once the customer sent the email. The parts are on order and are shipping to the customer.  There will be no repair without the customer paying the labor and delivery fees, per the terms of the warranty which also would not include replacement of her furniture.  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2 recliners 3/18/23. We picked up chairs 6/2023.The back broke on one of them 10/2023.Called *******, they picked up the chair for repair on 10/28/23. Finally called to check on it 11/10/2023. Was told we would have to pay $1 642. for repair. This is more than the cost of the chair! We talked to **** the store Manager at the store we purchased the chairs from on 11/12/23 to voice our concern. He said he submitted an email to ******* and her boss. He requested they take another look at this issue. We have yet to hear anything back. We have submitted a complaint to the corporate office on line. Still nothing. We also had purchased the 3yr extended warranty. We feel like they either need to honor the warranty and make the repairs or refund our money on the chair and 3yr extended warranty. This chair is less than 6 months old. They claim that the warranty is in valid due to abuse of the chair. Is sitting and reclining in a "recliner" abuse?

  Business response

  11/28/2023

  We understand that this is a difficult situation and not one that we have to deal with very often.  The customer did not purchase an extended warranty.  They purchased an extended service plan which covers the cost of delivery fees and labor for any manufacturing defects.  When the chair arrived, it was evaluated by our repair shop manager with 35 years repairing ******** furniture.  It was in extremely used and poor condition with broken frame parts in different areas of the chair.  We do not have issues such as this one very often in a chair about 6 months old, so we also sent pictures and the report to the manufacture who also agreed that this was excessive use and was something happening in the home and was not a manufacturing defect.  The cost to repair the chair does not include any labor or delivery fees, it is for parts that need replaced only and the parts were not failing because of a manufacturing defect.  There is a lot of damage to this chair.  The labor and delivery fees would normally apply since this is something that is happening in the home but since he purchased the **************** Plan, we were not charging the additional $350 labor and not charging the $200 delivery fee, the price that he was quoted was for the damaged parts of the chair only.  Mr **** need to contact the service center to schedule redelivery or authorize the repairs.    

  Customer response

  12/01/2023

  I am rejecting this response because:   I would like more explanation of what they are referring to when they state "something happening in the home ". I can assure you as a 54yr old veteran the only thing happening in that chair was maybe some snoring! Let me be very clear the back was the only thing broken when it was picked up!

  Let's also be very clear this chair was LESS then 6 months old when it broke. So, please explain how there was excessive use! Im not home 24hrs a day in that chair! I want to see what pictures were submitted to the manufacturer! 

  If the $1642 for "repairs" that was quoted to me doesn't include $350 for labor and $200 for delivery why is it more than the cost of the new chair? Please explain!

  I'm not satisfied at all with Lazy Boy! I think this may have been good at one time. But, whoever is running it now is using cheap parts and could care less what happens after they have their money!

  Business response

  12/01/2023

  I understand that the customer is not happy, but the chair was inspected by an authorized ******** repair technician with over 35 years of experience repairing ******** furniture.  This is a rare occurrence and is hard for everyone involved but our response will not change.  This is due to something that happened in the home and the parts will be at a charge to repair, we will not charge labor or transportation fees because they have the extended service plan which covers those fees. Please contact us to OK the repair or to schedule redelivery of the chair unrepaired.  

  Customer response

  12/01/2023

  I am rejecting this response because:   I understand your response won't change! But I asked specific questions to which you did not answer! 

  What is the $1642 cost of the repair covering? If it doesn't include labor and delivery?

  I want an explanation of your meaning "something happening in the home" or "excessive use" in chair that's LESS THAN 6 MONTHS OLD!

   

  Customer response

  12/04/2023

  Is there anything else I can do to fight this? I do plan on contacting the ************************* for consumer protection. I also have been thinking on contacting the news media as well.  I feel like this is a very unfair ruling they have made. How do I know that the individuals that picked up the chair didn't drop it or maybe because they knew it was already broken they didn't bother to strap it down.  It could have rolled around in their truck and caused more damage than Im aware of  

  Please help anyway possible. 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have bought lazyboy for 40+ years. Ordered a lift chair based off the one in the showroom 12/31/2022. Received it 4/11/23. Chair doesn't sit anyway like the showroom chair. When you sit down, you immediately start sliding down on your back. It is a very unsafe feeling. 2 days after receiving chair we drove to showroom to check out the chair. Mgr said you just need to sit in it, it probably needs to be broke in. 5/8/23 contacted Mgr and he said call customer service. 5/17/23 serviceman came, looked at it & took measurements to compare with warehouse chair. He came back 6/14/23 and brought a newsofter seat. That made no difference. 6/29 & 7/6 talked with ******* with CS she said just because you find it uncomfortable, you bought it, you had 3 days from the date you Ordered it to make a change. Requested to talk with her supervisor. 7/11 ******* called was immediately abrupt and rude before I even got a chance to say anything. She said tough you don't like the chair, we don't take anything back and hung up.I hadn't even got the chair till 4 months after I ordered it. I tried to explain that the chair was not made the same as the showroom chair. Everybody who sits in it says wow this is very strange or that's scary. When the chair is level, you immediately start sliding down & out of the chair before you can engage the power to lower to a reclining position. Showroom chair doesn't do that.

  Business response

  09/05/2023

  The chair was inspected by a very knowledgeable ******** upholstery and repair technician and no defects were found.  A new seat was ordered as a courtesy since the customer was so adamant that something was wrong with the chair.  This was a completely new seat with new seat frame, springs, cushioning and upholstery.  The customer said that it made no difference and we explained that because there were no defects the chair would feel the same since this is the way it was designed and built.  We are not able to return this chair.  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  7/24/23 I called to schedule my recliner chair I purchased from Lazy-boy repaired. I had this chair repaired one time before so I understood the process. When I called I advised I do not have a way to deliver the chair to be repaired and would need to pay for the service for it to be picked up and delivered back upon repair completion. She took my credit card information and charged me. The pick up was to be on 7/31/23. Instead on that day I received a call to advise me of when they would arrive. Upon arrival the work order was written for a sofa and was for a consultation to evaluate the furniture. I explained to the technician that was wrong and explained it was suppose to be picked up for repair. I wrote on the work order stating the errors. When I called to speak with a representative on 8/2/23 she stated that her process is to repeat what was discussed and there is no way the work order was incorrect. I asked if the calls are recorded because I know what the process is because I had gone through it before. She advised no they are not. I explained there was an error because one it was suppose to be a chair not a sofa and two why would I want a consolation on a piece of furniture I know is already broken? and three I know what the process is because I had done it before. I asked who handles disputes and she stated there is no other person to speak with and refused to assist.

  Business response

  08/10/2023

  The normal procedure for us is to send a technician to review the issues to determine what needs to be done and what parts are needed before the furniture is brought in for repair.  We charged the customer the in-home technician fee, which is $75 less than the pickup/ delivery fee.  We always hope that the in-home technician can repair quickly on-site but that was not the case with this repair.  We called the customer and let her know that we could order parts and the labor charges and since she already paid the fee for the in-home technician, we would only charge her the $75 difference between the in-home fee and the pickup /delivery service.  The customer is not paying anything more than she would have if we picked it up from her home right away and the repairs will be completed quicker.  This was the exact same procedure that took place during her previous repair in August of 2021.    

  Customer response

  08/11/2023

  I have reviewed the business response and accept this resolution. I would like to add the description of services is not how they describe it on the phone. They make it sound like two separate charges in full when not able to fix in the home. Thats why I just wanted a pick up because I already knew it was broken beyond in home repair. This was the same description given the first time but was under warranty at the time. They should change how they describe the fees to be more clear. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Couch and love seat were ordered on 12/29/22 at **************** Texas store. Both have multiple defects including soft cushions. ******** offered me $1900 to acept the damaged furniture and I refused. They sent two additional pieces that were also defective. ************* inspector came to my home and said that the second set of furniture cushions are indeed defective.Now ******** indicates that the cushions are within spec even though their representative says otherwise. The local store offers no help as they are just a franchise and they have indictate that Ledco handles all service and warranty issues. I highly recommend shopping elsewhere as I have discovered through other sources that ******** is no longer making quality furniture.

  Business response

  06/27/2023

  We sent a ******** repair and upholstery technician to the ********************** home and they confirmed that there were no manufacturing defects. The furniture was built and operates as designed. The customer did purchase ******************** previously that was delivered in November of 2022 and the technician did state that furniture was defective.  We replaced that furniture for the customer as we do when there are manufacturing defects.  None were found in this case.  

  Customer response

  06/28/2023

  I am rejecting this response because the ******** repairman who came out agreed that the cushions were not to standard. The furniture does operates as designed, however, the one cushion on each piece sinks when you sit on it. 

  Business response

  07/31/2023

  Our response would not change the furniture is built and operates as designed and that has been verified by a trained ******** repair and upholstery technician.  

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When delivering our new leather recliner, the delivery team scratched the left arm. They denied it up until we showed proof of the Ring Door camera catching it on video. Also, on the same day of delivery, we noticed how there was a loud screeching noise coming from the base of the recliner. My wife called ******** and informed them of the issues and told us we had to wait another ~2 months for the arm to be manufactured and delivered. Once the arm arrived, they sent out a technician to deliver the new arm and inspect the screeching noise. He was able to replace the arm, but the stitching did not match. He also temporarily fixed the screeching noise which came back. My wife called ******** again and informed them of the issues. However, we had to wait another ~4 weeks before they sent out another technician to examine the stitching and noise. As of today (4.4.23), the technician informed us the base of the recliner was not square and needed to be replaced. As for the stitching, the manufacture had to review the images to see if they would replace the arm. At this point, we want a new recliner and or our money back.

  Business response

  04/19/2023

  Customer has been contacted and the ******************** is scheduled for pick up for a full refund.  

  Customer response

  04/19/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sectional on 8/7/22. The couch was delivered on 2/7/23 and I noticed the right arm piece was not flush with the remainder of the sectional, the corner piece and other areas were left unsewn. I contacted the store on 2/8/23, who forwarded my claim to cst service (Lebco Industries). When contacted by cst service, it was requested to send pictures of the issues to pre-determine if a replacement would be done or if a tech could fix the issues. After review, it was determined the issues could be fixed and completed in 3 wks. The sectional was picked up on 3/7/23, with a promised return date of 3/28/23. On 3/24/23 (after an email was sent) I received a call to advise there is currently no return date, as the tech found additional issues and submitted the claim directly to LazBoy (LB) for replacement as the unit had too many issues. I was told it could take 3 wks to have an answer from LB on how they will move forward. I have no date when/if it will be returned, or when I will have a couch. LB has my money, my couch, and to say it will be another 3 wks after an initial 3 wks for a decision to be made is unacceptable. I chose LB for their commitment to quality, which I have not received in either product or service. I have a new home that I cannot have people over to because I have no couch, and no idea when I will have one. This experience has tainted my view of LB and my choice to do any further business. I keep getting passed around, and resolution. It should not take 3 wks to get approval for a replacement when deemed necessary. I gave up time to be present for delivery/pickup and have gone 3 wks without a couch; however, I will not continue to be ignored or accept that it can take wks to get a response from LB to the service center they utilize for repairs. If approval for replacement cannot be confirmed, my funds need to be refunded so I can take my business elsewhere, as I'm unwilling to continue to be without the money and product I paid for.

  Business response

  04/03/2023

  The customer was contacted on 03-31-2023 and told that the defective pieces were being reordered.  We did not receive this complaint until 04-03-2023.  We scheduled with the customer for the sectional to be redelivered to them to use ******************** for the new pieces to arrive.  We apologized for the length of time that it took for the manufacture ********** to respond to our concerns but that was something that was beyond our control.  

  Customer response

  04/05/2023

  I have reviewed the business response and accept this resolution. I appreciate the efforts taken to get this resolved and want to reiterate that my complaint was with the manufacturer (Lazboy) and their response time, not with Lebco directly. Thank you again. 

• Initial Complaint

  09/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased/ordered sofa & love seat 5/23/21. Received same on 2/13/22. Within hours the seat cushions started sagging and breaking down. The cushions/springs were removed and three replacement cushions/springs installed. Within days noticed the replacements sagging and breaking down again. La-Z-Boy now wants to pick up the two pieces, take into warehouse, and replace cushions/springs again with the exact same product. This will not solve the problem Both pieces are defective. Contacted La-Z-Boy corporate and was told there was nothing they can do. Hired attorney and demand letter sent 8/4/22 with 30 days to respond. As of 9/11/22, no response out of La-Z-Boy Corporate or Lebco Industries We simply want a refund.

  Business response

  11/07/2022

  Business Response /* (1000, 5, 2022/09/12) */ The seats were ordered as a courtesy since there were no defects found. The furniture is built and operates as shown on the store floor. The reason that they are not different is these are the types of cushions that come on the furniture that they chose. We have offered to bring the furniture to the repair shop to see if there are any issues with the frame but the customer has refused this option. The customer does not like the soft cushion style of the furniture that they chose but that does not make it a manufacture defect. Per the La-Z-Boy warranty there is no returns after 10 days repair only and this furniture is 1 1/2 years old. Consumer Response /* (3000, 7, 2022/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The seats were not ordered as a "courtesy." When technician arrived and sat in the seat cushions his response was "oh, you have a padding issue" and recommended replacement of the cushions. Your comment "the customer does not like the soft cushion style of the furniture that they chose" is a total inaccurate statement. This furniture does not have a "soft cushion style" to begin with. It has a very thin cushion style which should be known. We have not agreed for the furniture to be picked up and taken to the warehouse because of the inconvenience of not having furniture and the fact that you are simply going to replace the seat cushions with the same product that has broken down twice in less than 6 months, bringing us back to square one. When specifically asking the technician "has there been any engineering change to the seat cushions/springs" his answer was no. If no change has been made to something that has failed twice in a matter of hours, why would you expect it not to fail again. The comment of the furniture being 1 1/2 years old is a total inaccurate statement. Furniture was delivered in February 2022 making it six months old. Business Response /* (4000, 9, 2022/09/15) */ That is the case that I was wrong about the furniture being delivered a year and 1/2 ago and I apologize. The cushions are the same ones that the customer sat in when they were in the showroom and they are the same cushions that La-Z-Boy has always used. We understand that the this customer is not happy with what they chose but that does not make it defective. We sell thousands of these a week and most customers are perfectly happy with this style. The customer not being happy with what they purchased is not a manufacturing defect and there would not be any different materials used as that is what is used for the furniture that this customer chose. The technician has stated that the furniture is built and operates as designed and matches what was shown on the store floor. We response will not change. Consumer Response /* (4200, 11, 2022/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your skirting the fact that the technician, Gilbert, agreed that we do have an issue. You also keep referring to "the customer not being happy with the furniture." We are happy with the furniture we chose. What we are not happy with is the fact that the cushions/springs have broken down twice now. We have agreed in a separate letter to have the 2 pieces picked up for the third time for replacement again, but have not heard anything. Also note, we returned to the store after the last replacement and sat in the same Turner model we chose in the showroom and the seating was not broken down/sagging such as ours is. If only you personally would come to our residence and sit in it...... We are still waiting for you to contact us to pick up the sofa and love seat to replace the sagging springs in both.

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