ComplaintsforLa-Z-Boy Furniture Galleries

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a recliner chair Oct 2021 After 14 months the joints on backrest are squeaking due to poor craftsmanship. Warranty says frame is life time or 5 years. They are saying its not covered even though its clearly poor manufacturing on the frame *********** *** ********* Does this sound/operate like a 14 month old chair from a "reputable brand?" https://*********************************** ******** ******** **** ******* *** *******.

  Business response

  10/02/2023

  Hello. La-Z-Boy offers a lifetime warranty on frame and mechanical parts. However labour is not covered after 1 year so any inspections would be at a charge. If you know what mechanical or frame parts you would need, you can order them through our service department by emailing *******@********.com. If you would like to pay to have one of our qualified technicians out to diagnose the issue, you can do that through the service department as well.

   

  Thank you 

   

   

   

   

• Initial Complaint

  07/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased furniture at La-z-boy in November 2021. We were told by our sales consultant & the finance rep. there that we would not be billed until the items were delivered. The finance plan we were given was the payment deferred for 14 months plan, with assurance that we don’t have to pay any of it back until 2023. The first delivery was Dec.1st, 2021, second Dec. 14, 2021 final delivery May/2022. That would make repayment due dates: Feb.1, 2023, Feb. 14,2023 and July, 2023 In first delivery there was a curio cabinet that was missing a glass shelf. We informed the sales consultant of that immediately. The second point of contention is the interest we were charged by *******, La-z-boys financier. I received a statement which shocked me traumatically when I saw it!! I called ******* to discuss the extortionate interest charged of $5366.49 on a balance owing of $4436.38!! Despite several and constant calls, texts, emails, visits to the store, messages left and conversations with the sales consultant, the assistant manager, manager &customer service director, these issues remain unresolved. ******* confirmed we have the 14 month deferral plan. When we went into the La-Z-Boy store, the manager, also confirmed that we have the 14 month deferral plan, and their policy is that it will not be billed until the furniture is delivered. The second time I spoke with the supervisor at *******, I was told the floor manager offered me a 25% reduction in interest. That is only about $1000!!! $4000 of interest is still expected. The most ******* will decrease the 5400 of interest is 40%, but that STILL amounts to $3220. La-z-boy is not willing to help me at all. I do not have that amount. I just paid $8500 to *******. & we do not know if we will ever receive the glass shelf that has been missing from day 1

  Business response

  08/02/2023

  Hello. La-Z-Boy is not responsible for interest rates from our finance provider. La-Z-Boy offered a Do not pay until 2023 plan that became due in the first few days of January. *******, the financing company, provides all the communication regarding when balances are due and what amount is required to be paid. As this contract is with a third party lender, any concerns with their billing practices would need to be discussed with them as La-Z-Boy has no control over those practices.  

  In regards to the glass shelf, this product was discontinued and no longer offered in our stores. La-Z-Boy will offer a shelf if available but as it is a discontinued product and cannot be ordered if there are no shelves available, nothing can be done. 

  Customer response

  08/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  1) 2-3 ******* representatives Have told me that the account manager from La-Z-Boy can confirm Their policy of not building until the merchandise has been delivered and flexor tea will take that into consideration with regards to the interest start date.

  
  

  2) With regards to the missing glass shelf, this item was not complete from day one and we had informed the company immediately upon receipt.

  If it was not possible to give us the missing shelf, they should have offered us an alternative, taken this item back and issued a refund.

  
  

  We have been waiting over 14 months to resolve this issue, not to hear that nothing can be done now.

   

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

  Business response

  23/02/2023

  Hello. The terms of lending and due dates are available through your communication with *******. La-Z-Boy is not responsible for any interest accrued. 

  In regards to the glass shelf, I am sorry if you reported this immediately but the fact that it has been over a year since that point with no communication means products have been discontinued and are not available. If a glass shelf can be sourced, La-Z-Boy will provide one. La-Z-Boy has shipped one to the store that should be the perfect measurements and I do hope it fits. However if it does not, I can confirm that these shelves are not available and cannot be sourced. 

  Thank you. 

• Initial Complaint

  24/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional, which was delivered July 26, 2018. I also purchased the 3rd party extended 7 year warranty, which included accidental rips, tears, punctures, or burns. When I went to vacuum my couch last month, I saw a huge rip on the back rest, wasn't visible until I lifted the bulgy cushion part. I sent an email to the 3rd party. After continuous follow-ups and sending pictures, they determined it was normal wear and tear, and they would not fix it. How does a sofa only last 4 years? and how do they make such a determination? I contacted La-Z-Boy who advised that I can pay for a new piece. This is the 2nd piece of furniture, and the 2nd purchase of the same warranty, I have been duped by La-Z-Boy on. First time, shame on you, 2nd time shame on me, for being deceived. Their quality is shoddy, and I expect more from a very expensive piece of furniture. I have less expensive sofas in my playroom, that are jumped on, drawn on, etc., and they look brand new.

  Business response

  28/11/2022

  Hello. The manufacturer warranty will cover any manufacturing defects in the first year of ownership. This unit is over 4 years old and so any parts ordered or labour required would be at a charge. The third party protection plan does not cover general wear and tear as the coverage is for accidental in-home damage. If you would like to proceed with the quote offered on repairs, please contact the representative you have received the quote from. 

   

  Thank you. 

  Customer response

  28/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: 

  How did they determine it wasn't caused by accidental in-home damage. I have a 4 year old that climbed on from the back, and it ripped.
  
  Sincerely,
  
  ***** ****

  Business response

  02/12/2022

  Hello. You would have to discuss the reasons for the denial with the protection plan company themselves. As the manufacturers warranty does not include accidental damage or general wear, this would not be covered under the manufacturers warranty. When used heavily, fabrics can thin out over time making them more susceptible to damage when they are climbed on by a toddler or made to endure things that are not considered normal use. While unfortunate, repairs are possible but would be at a charge. 

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a la-Z-Boy sectional sofa with two recliners built in. The parachute mechanism continually fails and has broken again for the 5th time, the first two times a technician came to fix it at no cost. The second time he came, he told me it was a design flaw and when he reinstalled the handle, he changed the location in order to change the angle of the pull. The following two times I picked up the part and did it myself, which I would be happy to do again, unfortunately, this is no longer an option. The broken part that needs to be replaced is no longer available, I have been told that it’s been redesigned (confirming the original design flaw), and fixing it requires a technician as the entire sofa assembly needs to be taken apart. I am also now being told that it will cost me over $150 to have a technician come and fix it. I feel that this is not a fair or sufficient solution as the original design is the issue. I expect La-Z-Boy to stand behind the product and remedy the situation at no cost.

  Business response

  11/11/2022

  Hello. Labour is warrantied for one year from the date of delivery. As your product is over 14 years from the date of delivery, labour would not be covered. There is no history of a design flaw with this product however we are always trying to improve products to make them last as long as possible. This is why a sofa 14 years old is still worth repairing. As a courtesy, we have offered to split the costs of repairs in an effort to help in this situation.

   

  Customer response

  11/11/2022

  
  Complaint: ********
  
  I am rejecting this response because they redesigned the part, if it was not a design flaw, why change it?
  
  Sincerely,
  
  ***** *******

  Business response

  02/12/2022

  Hello,

  Parts are often changed over years to improve longevity or based on supply lines. These changes are not evidence of design flaws. We have agreed to meet half way on the repairs and the repairs have been completed. Nothing further can be done in this case. 

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