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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We received 2 leather love seats and one couch and a cloth chair in February . We found many problems with the quality within a few days, The chair was fine . The first thing we found was one love seat did not have the correct padding in it, the seat sank in with sitting on it. Next we looked it all over and there were so many flaws in the workmanship that it made us sick so we called to get repaired and then found out they use someone else to fix the problems. These people are impossible to contact THEY finally came to see the problems. the man was here for over one hour taking pictures and ordering parts. Over a month later the parts arrived and weeks later he came to repair and spent over two hours here rebuilding our furniture .Since then more problems have happened and I went to store to see manager 2 times and he is worthless. Also tried to call for repair spent 40 minute and no answer. We were also told the furniture was made in ***. IT WAS MADE IN ******. WE ASKED FOR REFUND THEY SAID NO. ALL WE WANT NOW IS FOR PROPER REPAIR AND A DISCOUNT FOR ALL THE HEADACHES THIS HAS CAUSED US FOR SO LONG. OUR DAUGHTER AND HER HUSBAND HAD SAME PROBLEMS AFTER THEY PURCHASED SOME OF THE SAME ITEMS WE PURCHASED.
Business response
02/09/2023
Hello,
We are writing to you regarding complaint # ******** for customer ***********;******. Thank you for alerting us to this customer's complaint. We are very sorry for the delay in our response as well as for any inconvenience this customer has encountered throughout their service experience.
La-Z-Boy offers a limited lifetime warranty on the parts of the frame, mechanism and springs, against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric, leather and standard foam padding have a one-year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. Labor to repair or replace any defective parts is also covered for one year from the date of delivery of the furniture. The following is a link to our full manufacturers warranty: ************************************************************.
The customer has an open service ticket and has a technician to their home for an inspection on 01/04/2022. We have spoken to the customer today, 01/10/2022, and advised that parts are on order for a repair. The customer was accepting of this. We advised the customer that his parts are expected to ship in ***** business days. Once the parts arrive to the customer's home, they will need to call back into our service department to schedule the installation.
Kindest regards,
La-Z-Boy Incorporated,
*************************
E-Commerce Coordinator
CM#******
Customer response
02/09/2023
I am rejecting this response because:
We are waiting for repair work and a final resolution before we are accepting of there attempt to satisfy us.Customer response
02/14/2023
From: ************************* <*******************>
Sent: Tuesday, February 14, 2023 6:19 PM
To: Info@ mailbox <***********************************************>
Subject: Re: You have a New Message from BBB Serving Northern *******, Complaint #********In reguard to our compliant. As of yesterday they sent parts to fix some our problems and the installer said he would not do the installation cause the new pieces are worse that the ones we have now. He told us to throw them all away and now we are stuck with them plus we still have the same problem. I contacted ******** at the **************** from ********* and no answer yet. Thanks *******************
Business response
02/20/2023
Dear BBB,
Thank you for alerting us to this customers reply.
We are unable to locate a service report from the most recent visit that this customer is referencing. We see that additional parts are on order for the customer and the order is still being fulfilled. We are actively reviewing this customers ticket and attempting to locate the service report.
We ask that the customer please contact our office one they receive their new parts that are on order. We will then schedule another technicians visit to install these parts.
Kindest regards,
La-Z-Boy Incorporated,
*************************
E-Commerce Coordinator
CM ******Customer response
02/20/2023
I am rejecting this response because:
Totally a joke.This is a line of B S if I ever heard one. The parts are here and the repair man would not use them cause inferior. I have had it.Initial Complaint
07/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our furniture came broken and they wont give us a time or date that will be delivered again. Its been two weeks it shouldnt take that long to fix a couch. Plus they wont return my calls . We paid in full for a couch and a chair . The couch is broken . We ordered it in February and received them in early July 2022 . Couchs recliner was broken . Please help .Business response
08/12/2022
Dear BBB,
Thank you for bringing this customers concern to our attention.
This customer received delivery of their sofa on July 30th.We respectfully request this case be closed.
Kindest ******************************************************************* Representative
Case# ******
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