ComplaintsforLa-Z-Boy Furniture Galleries

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold me 2 maverick recliners and they sold me a 5 year protection plan on my chairs also. ******** told me that anything was covered from punctures to ***** from cigarettes to pet stains or wine or blood. I hadnt tried to use my warranty until I had damage now about 2-3 years after purchase. Now that I have damage on the back of one of these chairs the warranty company has denied the claim because it didnt happen in one day that I can specify. I told them I just finished moving and I see the damage but I hadnt had my furniture with me for 6-7 months and after unwrapping the shrinkwrap I see there is some damage to my one recliner. Now I wasnt sure how this occurred when I called but I did say it looked like it might have happened while moving. They said this was abuse or misuse of the furniture. I was flabbergasted because they were telling me that since I couldnt specify what happened they were denying coverage. Im very confused because a cigarette burn or a puncture or someone bleeding out on my furniture would be what I consider to be abuse or at the very least NOT WISE. I definitely do Not smoke or let my dogs pee on my couches nor do I let people bleed to death on my recliners. But lazy boy thinks that moving is not a normal thing so because I moved the couch isnt covered. Upon further thought I would like to claim that my chair seems to be damaged from my shrinkwrapping the chair for packing and then using a box cutter to open the shrinkwrap causing a cut in the fabric. So this is now damage that occurred on 6/20/2022 by me using a boxcutter and accidentally going a little too deep. So I would like lazy boy to fix my chair. Or give me a full refund for falsely advertising a warranty.

  Business response

  06/29/2022

  Our Sales Manager will call this customer to resolve.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Tribeca sectional from ******** (LB) 7/25/2020, ticket# ***-89948 for $6,202.65. Delivered in Nov 2020 with delay, but no other issues. Measures 138" x 89" in ***** leather. March 2020 someone sat on sectional and base broke away from arm and caused leather to tear.Contacted LB store to repair/replace as piece has lifetime guarantee on frame and full 1 yr warranty. LB sent tech in April to eval and repair if possible. Tech stated piece was unrepairable, must have broken due to defect as he had never seen this happen before, needed to be replaced, and he would advise LB of these facts.Did not hear from LB until June despite multiple calls to inquire on status. LB store manager *********************** contacted us to inform us that Tribeca line had been discontinued and our piece could not be replaced. Stated she had never seen this happen before and would work with store owner to find a solution. Suggested getting a similar sectional as a replacement.***** informed us in Sept best LB would do is credit price of 5 yr leather protection plan ($300) for broken piece only and void LB frame warranty on remaining pieces if we kept sectional or return/exchange sectional for a replacement. Since primary reason we chose LB was for lifetime frame warranty we chose to pursue return/exchange route.Chose similar shape/size sectional and were told did not come in leather. Chose a second similar shape/size/leather and were told we would owe an extra 5K+ to replace our broken sectional that we had paid 6K+. Salesperson explained that COVID made everything more expensive and that is all they could do.LB will not replace our warranted sectional because they chose to stop making *********** line. If Tribeca line were still in production we have received a new piece at no charge. LB will not give refund or honor promise to replace furniture if defective. Current options are to keep broken furniture or pay double original price for sectional we do not like as much.

  Business response

  01/19/2022

  When the customer chose to reselect a replacement, the original style was no longer available.  Customer chose another style but added seating.  The original purchase was seating for three.  The reselected configuration was seating for five.  That is why the cost was higher.
  The ******** return authorization covers the original purchase.  We are happy to provide a replacement sectional with seating for three at no additional charge.  Any additional pieces will require payment.
  Our store manager will contact the customer to arrange a solution.

  Customer response

  01/20/2022

   
  Complaint: 16484603
  
  I am rejecting this response because:

  While the Tribeca sectional we purchased is 3 pieces it certainly seats at least 5 people as can be seen in the attached image taken this morning.

  The replacement we selected was a configuration of the ***** line and is actually slightly smaller than the sectional pictured.

  If newly selected ***** line configuration seats 5 how can it be said that our larger sectional pictured does not?

  We ask for a full refund of our purchase or replacement of like quality and size.
  
  Sincerely,
  
  *********************************

  Business response

  01/25/2022

  We emailed the customer three options and asked them to call us with their choice.

  Customer response

  01/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  following respond sent to LB.

  ________________________________________________

  *****,
  Thank you for your help getting everything completed today and answering my questions.
  
  
  We would like to move forward with option 1 with the following clarifications you provided me today.
  
  
  Corner piece 60C will be selected instead of corner piece 6CC originally included in Option 1.
  Attached image sent from you today shows correct configuration. 
  Understanding that the previous fabric warranty will be cancelled and a new fabric warranty for the new selection will be established at no additional cost.
  All nominal ******** warranties apply to the new pieces when delivered.
  
  
  New Option 1 details:
  Order a ***** sectional, at no cost to you, in the configuration presented by the Designer (60E right arm loveseat/60C round corner/60M armless chair/60D left arm loveseat) in FL135979 leather with 021 finish legs. The lead time is 6-8 months (ETS is subject to change with no compensation for extended lead time). No return or exchange available. The Tribeca sectional would be picked up at the time of delivery.
  
  
  We accept Option 1 and clarifications listed above.
  
  
  Thank you again for your help today.
  
  
  ****** and ***************************

  ______________________________________________________

  Sincerely,
  
  *********************************

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