Complaints

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 2022, I purchased a couch, based on the information that I was given. The couch was available and in the warehouse in Albuquerque. The couch and its entirety were to be delivered within the week. On arrival the couch was missing the loveseat, I was then told that piece would be available in July. I was upset as this is not the guarantee I was made. In July, they let me know the piece will not be available until late September and still will not give me a date. I asked for the company to come get the piece they delivered and give me my money back. No one at the store returns calls or will accept a phone call. I purchased the extended fabric warranty, and called regarding marker on my couch. The company said it does not cover marker and suggested using stanley steamer- doing so would void such warranty. It clearly states marker is covered. No one will respond to my inquiries. My husband spoke to someone who agreed to call stanley steamer- why would i pay for that, if i paid for extended warranty to have it covered,

  Business response

  08/19/2022

  We greatly sympathize and recognize the customers dissatisfaction and disappointment with the extended delays on their order. We too have been struggling with the continued delays as we attempt to operate our business and satisfy our customers’ expectations.
  Due to circumstances out of our control as a result of COVID-19 shutdowns both abroad and in the states, manufactures like La-Z-Boy are months to a year behind original scheduled production dates and delivery. Unfortunately, we also no longer have the luxury of guaranteed manufacturing materials and the supply chain is consistently disrupted prolonging and delaying estimated ship dates. Furthermore, the continued shortage of freight drivers and available of freight trucks has also affected our timeline to receive product.
  

  As a customer accommodation due to the delay in order, the store manager has already authorized and applied an additional compensation that was taken off the remainder balance of the sales ticket on 08/10/2022.
  
  We have reached out to La-Z-Boy corporate on behalf of the customer and they have prioritized the manufacture of the order.
  The ****** has been “Boxed” and is waiting to be loaded and shipped. Freight carriers are currently 4 weeks out from the date units are “loaded and shipped”.
  The ****** is still in “Production” but we will check the order weekly and give an update. The good news though is that it is actively being produced and will be loaded and shipped as quickly as possible. Please email us at ***************************** so that we may have your email address and keep in regular contact on the status.
  We understand your frustration and if you wish to cancel the remaining two items on your order you may do so with no penalties to you. Unfortunately, we cannot offer a refund or return on the units you had already received 15 weeks ago delivered on 05/03/2022.
  We hope you will allow us the opportunity to complete your order!
  
  On the topic of the in-home damage of a marker stain, we cannot personally speak to why or why not ServeCo has denied your claim as they are a 3rd party provider. I have shared your complaint with a manager within ServeCo and asked them to review your claim again and to provide a detailed description as to why it was denied.
  If they still deny your claim, we can offer you service options through La-Z-Boy to fix the in-home damage even though it is not a manufacturer's' defect and does not specifically fall under warranty. At no cost to you we can send our service tech to your home to inspect the damage and see how we can service it. Please submit photos of the damage as well as furniture tags located underneath each unit damaged to service@lazboyabq.com so we can get a better idea of the in-home damage.

  We sincerely wish to continue to work with the customer to meet their expectations and improve their experience with us!

*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. ↩