Complaints for La-Z-Boy Furniture Galleries in Monroe, MI

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
11	Agreed to make an adjustment
0	Refusing to make an adjustment
5	Refuse to adjust, relying on terms of agreement
3	Unanswered

19 complaints against La-Z-Boy Furniture Galleries

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3/21/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $14,500.00 Amount Settled: $0.00

Customer Complaint

2/28/2024

I purchase some furniture: A couch with a double incliner, a charging end table with a USB port, a floor lamp with a matching table lamp on 20 Sept 2023. What I got was a nightmare of events, a Sectional that 2 sizes too big for my livingroom (living is 6 x 7), an area rug that did not match what I ordered. It has been a nightmare, I finally got a floor lamp without a shade, an rug with a pad 2 sizes too big. The delivery folks cut it up and it was apparent they made a mess. The end table shorted out, the table lamp was discontinued and shade is not the one I was expecting. Resolution Sought A total refund. The main office told the BBB that it was special ordered; that's a joke. The Sectional & replacement couch were on their display floor.

Company Response

2/29/2024

Dear BCA, We are sorry for any frustrations that this customer has encountered throughout their purchasing experience. La-Z-Boy Incorporated does not have access to the store’s customer records. We have contacted the store and requested an update on the customer’s order. Once a response has been received, the customer will be contacted with an update. 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). Kindest regards, La-Z-Boy Incorporated, Mallory R E-Commerce Coordinator CM #820258

Customer Rebuttal

3/18/2024

Complaint has NOT been resolved. On Friday, 15 Mar 2024, I received a call from Darlene at Rancho Cordova's store, regarding their decision to refund me for the floor lamp and end-table; however, I still issues with the Area Rug pad, that is falling apart after numerous attempts to trim it and the sofa, sofa-recliner, that was repaired temporarily. I was told that someone with their Customer Service Dept would be responsible for resolving those issues. If only it was that simple. I have heard these responses over a 6 to 7 months duration. My initial purchase was on 20 Sept 2023. Can you assist in getting these things addressed? I am extremely distraught with Laz Boy.

Company Final Response

3/19/2024

Dear BCA, Thank you for alerting us to this customer’s response. We have reviewed the concerns with the customer’s store of purchase, who have advised that the customer went to the store on 3/17/24. The store refunded the customer for the table and lamp. The service department has reached out to the customer to inquire about the new issues on the sectional. The service on the sectional is currently showing completed. We ask that the customer contact their store’s service department back if they still need service. Kindest regards, La-Z-Boy Incorporated, Mallory R E-Commerce Coordinator CM #820258

2/21/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $100.00 Amount Settled: $0.00

Customer Complaint

2/7/2024

Store will not help. I need a part for my recliner. I have called 1-855-802-6636 since before Christmas. No answer. I cannot sit in my recliner. I could not find address online for home office. Resolution Sought I want to purchase and receive parts

Company Response

2/8/2024

Dear BCA, We are sorry for any frustrations that this customer has encountered throughout their service experience. We are unable to locate the customer’s sales information in our system using the contact information that the customer had provided. We have contacted the customer to request more information regarding their purchase. Once we have a response from the customer, we will be able to assist further. Kindest regards, La-Z-Boy Incorporated, Mallory R E-Commerce Coordinator CM 844061

Customer Rebuttal

2/12/2024

I communicated w Hailey M on 11/10/23 and she located my acct for recliner 7-29327. She said parts were under warranty and would cost $13.99 handling. I have been trying to get someone to answer the phone since then. The Virginia Beach store will not help me. Hailey found me in your records.

Company Final Response

2/21/2024

Despite the customer not responding to our email, requesting additional information from them, we were able to locate the customer's sales ticket in our system. We found that the customer took delivery of their furniture in 2012. The cutomer contacted La-Z-Boy's service department in November 2023, and stated that they had scheduled service for their furniture with a local, third-party furniture repair company. The customer asked our representative for information on how to repair their unit. The customer was sent, via email, the schematics for their unit. We have not received further communication from the customer since, until they had filed the complaint through the BCA. If the customer would like to order parts or schedule a service appointment with La-Z-Boy, they may contact the service department at 855-802-6636. The service department is open from 9-6pm EST Monday - Friday.

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