Complaints

• Initial Complaint

  15/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered sectional Dec 18/21 $15,595.33. Rec'd June 21/ 22. Some damage to the back of the curved section and repair person came. While he was here I asked about the curved unit as it appeared to have a number of quality issues. He agreed. Spoke with customer service (***) at La-Z-Boy Halifax and she reviewed some pictures, said a complete set of new panels would be ordered for that section and would call when they came in and the specialist would take the complete sectional, replace the panels and make other adjustments. On Dec 9 I called and advised sectional not repaired and 1 year since ordered I would like a refund. *** emailed and stated parts had just arrived, asked for pictures and video pointing out deficiencies. Made arrangements for sectional to be picked up in Jan 22. Unit returned after 2 weeks. Many issues were repaired BUT new panels were NOT installed on curved section so issues remain. Some issues were repaired "as best they could be". The biggest issue now is the stuffing was uneven in most of the back cushions and the technician stuffed the back of the cushions, did not adjust stuffing in the cushion, they are stretched to the limit and hard as a rock, still uneven and gaps still exist. Sitting on the couch feels like sitting on a chair with a wooden back. I rea***e comfort is a personal thing but the furniture I purchased should feel somewhat like the furniture we sat on in the showroom. The cushions are so stuffed they are pulling on the fabric on the frame where they are attached and will no doubt rip the leather on the frame. It is a mess. The response from the store is "I do see a significant improvement when reviewing the first batch of pictures sent with the most recent. Since it is falling within standards of production there is nothing more La-Z-Boy can provide at this time." My mistake was not confirming what their standards of production were before I ordered.

  Business response

  17/02/2023

  Good Afternoon,

  The client reported concerns, we had a leather specialist visit her in home to investigate further.  It was found that the unit would need to be brought to the workshop of an upholstery technician and new panels to be ordered.  They were received and the sectional was brought to the workshop, the sectional, new leather panels, along with a list of concerns provided by the client.  The technician did install new panels and remove the other panels to change the alignment as best as possible.  Piping is not meant to line up perfectly with different sections of unit but the technician made modifications to make this better than factory expectations.  He also added fibre to the backs to ensure each were full as another complaint was they weren't full enough.

   

  The sectional was returned after it was inspected by the service manager to make sure everything looked great and was done properly.

   

  ***z ********

  Customer response

  24/02/2023

   I am rejecting this response because:
  
  I sent pictures and video of the back cushions and the curved section to another upholsterer for their opinion. I explained the cushions were unevenly stuffed and now they are still uneven but really really hard. He said it looked like the La-Z-Boy technician just tried to shove stuffing up behind the original stuffing and said that you can't do that since you can't get it distributed correctly. It is obviously not distributed correctly. When he looked at the video of the curved section he said the cushion with the piping underneath the other and the wrinkled back corner is not set the right way on the back frame. I asked if he could repair the sectional and he said yes but it would be a really really big job. I was originally advised the panels on the sectional unit would be completely replaced and have been told that they were but obviously they were not or the technician would not have attached the replacement panel incorrectly or I wouldn't expect he would . There was no attempt to repair that part of the sectional either because the technician was not capable to doing that work or La-Z-Boy did not want to pay to have it done. 

  So I have a sectional that was very poorly constructed and now has been very poorly repaired. 

  Business response

  24/02/2023

  If the client would like to have this new report submitted by the technician she had for a second opinion, I would be happy to review it.  The upholstery technician that we used is someone that is used to do all of our most delicate work, he is excellent at what he does and the most capable upholstery technician I have worked with.  I can confirm for certain that the parts were all removed, adjusted and replaced where necessary.  

   

  ***z

  Customer response

  02/03/2023

   I am rejecting this response because:

  I can confirm for certain the comments in my previous response were an accurate reflection of the opinion of an experienced upholsterer. I can certainly send you more pictures of my sectional if you wish to further review the poor workmanship with both the initial construction and the subsequent repairs.
  

  
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a sectional sofa which we ordered from lazy boy bayers laker Halifax. We went through 12 year no payment plan. Which is our way we purchase always It took a year to arrive due to covid. They told us it was late due to so many orders. We believe they hired extra people to build furniture who did not know what they were doing. The sofa was poorly made. After we had it a few months waiting for someone to come here and see it and access it. It was sent away for a month. We said when it came back it was great ! But that was by the backs were stuffed with filler. Where it wasn’t before. I realize I should have waited a few more before I gave my option on the sofa. Because when I called back they said well. You said it was great ! Back cushions were filled but the seat cushions we fall between them. Middle of the seat is hard, front part falls flat. No support. Plus the arms , there isn’t and stuffing you can feel the wood. This was around 11,000 tax inc. not worth 3000 it needs to be taken apart and rebuilt. Please we just want it out of our house. There is no comfort in this sofa at all. Worthless ,it’s not a purchase of regret of money spent . It’s a regret of purchase of no comfort . ****** and ****** ******

  Business response

  27/01/2023

  Good Afternoon,

  I am really sorry for the delay in our response, we didn't receive the first request somehow.

  This sectional was taken to the upholstery technician and completely redone, extra foam was added to the backs to prevent the fibre from bunching which was one of the original complaints.  The upholstery technician addressed every single complaint.  When the sectional was returned the client in June of 2022 the client emailed us to say how thrilled she was with the result.  We didn't hear from her again until September when she complained that she didn't find it comfortable, we explained we didn't have a comfort guarantee. 

  Please contact L*** ******** ************** ** ***** ****** ************** for any further questions.  Also, would it be possible to add service@lazboyhfx.com as the first contact email?

   

  ****

  Service Manager

  Customer response

  03/02/2023

   I am rejecting this response because:
  
  They did not fix the problem. Added new foam by cutting up pieces of foam and placing it in and around the backs of seats. The seats where we’re out past sofa base 3 inches which made it impossible to seat comfortably. As I wrote in my first complaint. Yes I said it was comfortable the same day it arrived back here.  Maybe because they added stuffing to the backs where there wasn’t any. And no they did not fit everything. The lack of stuffing in the arm rests. You can feel the wood. The repair guy that came here was shocked at how bad that was. And that whole end had to be taken off and be redone. It was not. 
  

  Customer response

  03/02/2023

  They did not fix the problem. Added new foam by cutting up pieces of foam and placing it in and around the backs of seats. The seats where we’re out past sofa base 3 inches which made it impossible to seat comfortably. As I wrote in my first complaint. Yes I said it was comfortable the same day it arrived back here.  Maybe because they added stuffing to the backs where there wasn’t any. And no they did not fit everything. The lack of stuffing in the arm rests. You can feel the wood. The repair guy that came here was shocked at how bad that was. And that whole end had to be taken off and be redone. It was not. 

  Business response

  07/02/2023

  Good Afternoon,

  The foam that was added to the back cushions is something done to prevent the fibre from bunching up (especially with leather, which the client has) it isn't the only thing that the technician did.  The technician corrected several concerns the client had with the alignment and with how some of the covers were made at factory.  The response from the client in June of 2022is posted below.  She followed up in September stating that she didn't find it comfortable, comfort is not a guarantee, there are not any flaws with the item.  The client was advised the concern was comfort in September in our correspondence, when showing pictures of people sitting on the opposite edge of 2 stationary seats, they will of course fall to the side the person is sitting.  The client has not brought any further concerns to our attention and if there are further warranty concerns, we are always happy to help our clients.

   

  Lizz

  Fr*** ****** ****** ***********************
  Sent: June 2, 2022 3:51 PM
  To: service <service@lazboyhfx.com>
  Subject: Re: 067503 - CLARKE
  
  Omg. Thank you so much. The sofa looks amazing. Comfortable. We are very happy with it now. Thank you again
  *** * ******
  
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• Initial Complaint

  15/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a rocker recliner from lazyboy in Halifax in February. It was delivered March 2. I called just before closing after receiving it saying it was making loud noises when closing. I was told this is normal but I should contact salesman. Well after a number of texts & calls for him to contact me he couldn’t be bothered to call me , finally got a hold of him. This is a big part of my complaint. Nobody seems to take the time to call you back. The store manager **** March will not even get back to me. Basically you bought the chair too bad you are stuck with it. When reclining it way back ,it wakes up the whole house when closing it. . They did send out repair guy but he too says it’s normal. My husband says it wasn’t as loud when he was at our home, however I am very frustrated with the no contact and the expensive chair I can’t enjoy in the evening. I would like a new chair sent out, they can resell this one and get same complaints from new owner. I will even pay for shipping. Too bad he won’ t take the time to call me. Just want this To go on file so next time they may reach out to their customers and practice real customer Service. Any other business if you receive something broke they would replace it, especially at $2500.00 . If I am hearing that loud bang now how long will the chair last. Then I am responsible for paying for labour repairs. I don’t know how many sleepless nights I have had since I purchase chair can’t believe the way I have been treated, 2 weeks just to get somebody to look at it. My last purchase from there for sure. Thank you oh yes they sent me video of noises the chair makes which is none in their video anyway thank you

  Customer response

  16/03/2022

  Hi my name is ***** ********
  #******** I am just writing to let you know that lazyboy has resolved my issues. Thank you very much so no further action from you is required. Please let me know that you received this email
  Thanks again

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩