ComplaintsforLa Z Boy Furniture Gallery

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a La-Z-Boy recliner/lift chair in October 2021. At the time of purchase I was told the chair was warranted for 12 months labor and 36 months parts. In October 2023, I lost power to my house and the backup battery did not work. As I am handicapped, I needed to call EMS to help me out the chair. The chair works fine on direct current but the transformer to convert it to battery backup does not work. I called the store and was told they do not handle warranty work and was referred to AHS Comfort Care. I had to pay $177.00 up front for labor. They sent out a tech to look at the chair. He told me I didn't have battery backup cause they don't make chairs like that. He finally listened to me and removed the transformer. He said he doesn't carry that part but would order it to be sent to me. He has been here 3 times without the part. Comfort Care resources out to a company called Servco. They said Servco has to send them a request to order the part. Servco says the the tech has neve told them a part was needed.. Laz Boy told me they are not responsible for warranty work. So besides the $2,000.00 I paid for the chair, I'm also out $177.00 for labor and my time of for 3 house calls and the 10/15 calls to service numbers. I just want my chair fixed. Or return my $177.00 and I'll order the part from Amazon for $129.00

  Customer response

  01/29/2024

  After many phone calls yes it has been fixed
  

• Initial Complaint

  06/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a sofa 1/26/20 that fabric was defective delivered May 2020. Fabric was replace and replacement was defective. Store told us had to come pick a new sofa. ****** ***** salesperson was clear that if we picked a sofa that cost more we would have to pay the difference and if picked a sofa that cost less we would be refunded the difference 9/1/20. Also told us they wouldn't refund the difference until we took possession of the new sofa. New sofa delivered in 2/2021. Waited for check to come - I called the store on 6/3/21 to ask about our refund of $499.34 and was SHOCKED to be told we only had a store credit. Never was I told about a store credit and if that were the case I would have refused to buy a new sofa and would have called my visa to cancel the original sale of a defective product. We stayed with Lazy boy because they had stood behind their product. Now completely disappointed. I want the $499.34 or they pick up 2nd sofa and refund $2,154.91

  Business response

  07/09/2021

  Business Response /* (1000, 9, 2021/06/25) */ Ms ******** was given a opportunity to reselect a new sofa from our corporate office due to the fact that her current sofa had a fabric issue. Our store policy has always been and will always be a store credit for a corporate reselect. ****** is very much a "rule follower" and I am certain he didn't tell the customer they could have a refund nor do we ever give refunds for a corp reselect. They are always given a store credit good for 1 year. She can come in the store to purchase something with her remaining credit of $499.34 within the first year of her return. We will not refund her the $488.34 or take the new sofa back for a refund. Consumer Response /* (3000, 11, 2021/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept their response because it's not true. It's not logical that I would have to pay more if it cost more but not get reimbursed for if cost less. Their product was defective. I don't need anything else from them and at this I never will need anything from them. Logically if I had to pick something else why would I have to wait until I got the new sofa? Why didn't I have to pick something that day to spend all the money? Where is this store policy written and when was it given to me. If ****** is such a rule follower I would think he would have given me that in writing and made me sign it. I certainly had to so many things when I bought/ordered two sofas from them. This isn't the case of I didn't like my sofa - my sofa was defective. A "reselect" means just that - "We" (Lazy Boy) are taking back our defective sofa and "You" (Mrs. ********) must reselect a new one. "We" (Lazy Boy) do expect you to pay more if you choose a more expensive sofa and if it is less expensive "We" (Lazy Boy) will give you your money back. I'm not asking you to take back the sofa - I am asking Lazy Boy to do what they said they would do. Apparently Lazy Boy wants to steal my money.

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