BEND, OREGON -- Below is the wording used in an addendum sent along with a Small Claims suit to Deschutes County in Oregon on 9-14-07. FACTS: This below scenario is regarding a La-Z-Boy sectional couch which we purchased on 11/11/2006 from the La-Z-Boy Furniture Gallery in Bend and had delivered to our vacation home in Bend on 12/28/2006.
La-Z-Boy was hand-selected by us after careful research. We wanted a combination of product quality and excellent customer care. However, we haven't experienced product quality or excellent customer care so far and will continue to pursue this until we have gotten a replacement sectional couch. Our current sectional couch is not working out due the DEFECTIVE fabric which is only getting worse as time goes by.
It remains a fact that nobody has wanted to listen to, understand or even validate what the actual problem is with this sectional couch, i.e. the defective fabric. Instead we have been and are being talked to as if we do not know how to properly clean our sectional couch.
TRANSPIRED EVENTS: Even on the day of delivery, one of the delivery guys agreed that there was already an excessive amount of 'interesting' lint accumulation on the couch and he advised us to clean it with 'one of those green scrubbing pads' which seemed absurd to us. The fabric was red microfiber.
As some months went by, it was increasingly clear to us that the fabric on the sectional couch was impossible to keep up and also the amount of those small white lint knots/balls grew steadily – and they turned out to be impossible to remove, hence the sectional couch looked horrible and felt unpleasant upon touching it – certainly not the soft micro fiber fabric we thought we'd selected.
Please keep in mind that this is our vacation home and we are only there a maximum of every second weekend per month, hence by the time we complained to La-Z-Boy Bend in May 2007 we had only used the couch a maximum of 10 times (i.e. twice a month since January). Also, here are two important side notes: We also own red couches in our full-time home. The fabric is red denim and very easy to keep clean and it has remained soft to the touch for more than 5 years now. In Bend we own a Dyson vacuum cleaner which yields the best suction power on the market today. Not even the Dyson has been able to help us out as for cleaning the La-Z-Boy sectional couch!
IN-PERSON COMPLAINT # 1 to La-Z-Boy Bend: Our first complaint happened in early May 2007 when we went to La-Z-Boy Bend in person bringing one of the seat cushions along. After explaining our concerns regarding the appearance and feel of the fabric (the little white lint knots/balls), somebody – we didn't get his name but presume it might have been the store manager – took the seat cushion to the back room/warehouse area and remained there for 10 minutes. Upon returning he explained that they couldn't clean the cushion and that they'd submit our concerns to headquarters and get back to us when somebody had made a decision.
VISIT FROM LA-Z-BOY SERVICE DEPT.: The decision became to send ** from Service to our Bend home on May 26th, 2007 to inspect the sectional couch and take pictures. At that time we reiterated how feverishly we'd been trying to clean the sectional couch without results.
After ** visit we received a letter which we found to be very general and indifferent (i.e. offering no proactive solutions). That letter dated June 4th, 2007 merely gives us a run-down of how to clean our sectional couch. However, no cleaning efforts – and we've exhausted all possible cleaning methods by now (our guests and friends have tried to help with a solution as well) – can remove those permanent little white lint knots/balls which have appeared after we began using the couch.
IN-PERSON COMPLAINT # 2 to La-Z-Boy Bend: The next time we were in Bend, more specifically on Wed. June 20th, 2007, we went to the Bend La-Z-Boy store in person – bringing along the above mentioned letter and yet again a seat cushion from our sectional couch. We wanted to yet again have somebody from La-Z-Boy show him how to bring this seat cushion back to 'normal'.
However, during this visit the store manager ** remained in his office and we were left to deal with ** (they are brothers) from Service who seemed indifferent and evasive - and kept referring to the rhetoric in the June 4th letter. During this visit we did obtain a copy of an internal email sent from headquarters which shows that La-Z-Boy does not have a working solution to our defective fabric.
OUR FINAL CONCLUSION: We think it's obvious that we certainly do not have a maintenance issue here (not even La-Z-Boy Bend has been able to clean our seat cushions despite us going there twice in person). The truth is that the fabric is indeed defective. It's a cheap and extremely low-quality fabric type which La-Z-Boy ought to remove from their inventory ASAP.
The fabric on the parts of the sectional couch where it comes into contact with users has 'altered' itself after usage has begun and it's only getting increasingly worse. As mentioned above it has created tiny little white lint knots/balls which are impossible to remove – even by someone with long nails. Our couch looks trashy and dirty at all times – it has nothing to do with us not being able to remove the dirt or hold down the static electricity.
WHAT WE WOULD LIKE TO SEE HAPPEN: We want a new sectional couch with another fabric type selected by us – and at no expense to us. Or we want to return our sectional couch to La-Z-Boy Bend and get our entire payment of $4548.94 back – we do not feel it's fair that you want to keep 20% of our payment in case we return a defective product.
We felt forced to take this to Small Claims - especially after having done internet research and seeing other people's complaints. Also, it seems very peculiar and not random that La-Z-Boy seems to avoid taking action UNTIL the warranty has expired. Another suspicious thing among those other complaints is all the damaged furniture... endless array of those stories. Thanks for reading along.
TACOMA, WASHINGTON -- We purchased 2 reclining sofas on March 14, 2009 from the Tacoma gallery. We were told that since we had to special order the sofas it would take 6 to 8 weeks for delivery. We were told we could call and check on the status of our order which we did at the 4 week point. The salesman said he was busy, but would check on the status and call us back. The call back never came.
At week 7 we decided to give the status check another try. The salesman told us that it would be another 2 to 3 weeks probably due to the fabric we chose. We weren't happy, but at least it was a reason. So far things weren't great, but at least we had an approximate date again. Ten weeks approached so we called again. The salesman said it was too late to check any status due to the holiday weekend (Memorial Day) and he would call us back Tuesday. Tuesday came, but no call by 3 pm. I tried calling the store.
All it does is ring and nobody answers...not even an answering machine. I'm beginning to get a little paranoid due to the economy and this delay and now no answer. I finally get a number off of their web site and call it. Someone actually answered. She was quite helpful and while she could not be certain she matched our order with what was showing at the factory. She found that the store had ordered our sofas with the regular store order so we were not in the fast lane. She said she would do what she could to speed it up, but since the stores are all independent she couldn't guarantee it. She ended by saying she would call the next day (Wednesday).
No call came by the afternoon on Wednesday so I called her back. My mistake. I didn't get her name. The new lady that answered was very short with me and said that they have no control over any of the orders and that she couldn't check on any of it. I asked who I could complain to and she gave me a name and number of the district manager. I called this number and found I needed a code to continue.
I called the new lady back and got another couple of phone numbers. When I called them I was told the manager was not available. I figured I would try the manager the next day. I called and no answer just ringing. I tried calling the store with the same result (this seems to be a pattern). I finally got someone to answer around lunch time Thursday. The lady checked and told me that my order was due to be shipped June 8. It usually takes 10 days so probably around June 18 they should be calling to set up a delivery time. This will put it over 3 months.
When I mentioned this she was silent. I said, I guess I don't have a choice and that was the end of the call. While none of this is terrible, it does show the same lack of customer service that La-Z-Boy seems to be stuck. They don't seem to care. A little checking on their part and a phone call or two and... I'll update if I ever get the sofas.
PEORIA, ILLINOIS -- I am very dissatisfied with the way my couch and chair and a half has worn. I have had them not quite 4 years and the fabric is frayed. The frame on the couch has also broken. I understand that the frame is under warranty but the cost to have it fixed is high and the fabric is so frayed I don't see the value.
I paid to have a 10 year stain warranty on a couch and chair that has lasted less than five. Before this I trusted the La-z-boy name and worked with a salesperson describing my needs in depth. I explained my needs for durability with a large family. I do not have money to waste on furniture and expected to make an investment on furniture that would last for years. I will never buy La-z-boy again.
BRANDON, FLORIDA -- We bought a sofa and love seat on 6-6-09 and were informed by the sales associate it would take 4-8 weeks, more like 4 and it rarely goes over 8. We were moving into our new house on 7-16-09 so we had time to wait. The week we moved into our house we called on status (because the associate never called to update us) and were told both items were not even in production. We were told possibly 8 weeks exactly.
Eight weeks came and we called the associate on a Tuesday who said she'd check the order status and call back that day. Thursday came and still no call so I became irritated and called to speak to the manager- actually received his email. My parents, fiancé, and myself all emailed the manager. He responded the next day and basically said it's a 'special order item' and could take 8 weeks and he was sorry we didn't receive a call.
The order wasn't special, it's a couch and love seat they had on the floor- I saw three stores in Tampa with these. There is nothing on the receipt stating special order, it does state most order take 4-8 weeks. The associate stated over 8 weeks is rare and she would call with updates. I was fine waiting as long as I was kept in the loop. I received a call a week later, now this is probably the last week of July, and the associate said the items were going to shop Aug 10th and arrive on the 20th; she said she would call with more news as she received it.
Today is the 19th of August and I called for status. The associate said she's not even sure if the items shipped and would call back. I spoke with her at 1 and at 5:30 when I got off work I called and she was gone for the day. I spoke to a manager- actually started screaming obscenities and said their employee, **, shouldn't have a job. The manager said he'd check status and cal back.
I did receive 10% back in July but I am not satisfied. I can't get a straight answer on what the delay is and the associate is really irritating me. I plan to go in this weekend and say something to her directly. If I was informed on what was going on, I wouldn't be so upset. This store has NO communication with its production center. I paid over 2k for 2 items and the couch hasn't even been put into production.
BOTHELL, WASHINGTON -- We purchased 2 couches from La-Z-Boy in the winter of 04. We were supposed to get them in only 6-8 weeks but it took over 3 months to receive them. At first we were happy with the couches so when we were looking for couches for our downstairs we went back to La-Z-Boy. This time the sales people were pushy and when the couches were delivered the wrong mattresses were inside of them.
When I called the store they were evasive about if they were going to give us the upgraded mattresses that we paid for but in the end they did. Shortly after we got our 3rd and 4th couches from La-Z-Boy we realized that the arm on one of the 1st set of couches was short and there was a noticeable gap in the fabric. We had a service person come out to see the couch. He said it would be no problem to repair and that because it was a manufacture's defect would be of no cost. He gave me a business card with a disconnected number on it and never got back to me.
2 months later I was finally able to contact another service person who said, "Oh yeah we have the new arm for that couch it will only cost you $300 to repair it." When I questioned him he said he would call me back after talking to the initial service man and then hung up and never called me back.
2 weeks later I was able to again contact the 2nd service man and he basically called me a liar and said that he was doing me a favor to fix the couch at a charge comparing the couch to a car that had gone outside warranty. We still haven't gotten the couch repaired and we are very disappointed that after spending $5000 on 4 couches that we could be treated so poorly and after not even 2 years one of our 4 couches is falling apart.
SPRINGFIELD, MISSOURI -- I bought a large leather La-Z-Boy couch with a recliner on each end and a Chair & 1/2 not quite three years ago. Before a year was up the leather looked like it was 25 years old on both pieces. When I called the store locally they said, the leather isn't covered under our 20 year warranty, but said the serviceman would call.
Of course I didn't hear. Several months later the footrest on the recliner began rubbing enough that it was wearing the leather off. Another call, with same answer, our leather isn't covered. (Their response was the fact that the fault wasn't the leather but the mechanism, but not covered).
Now last night when we went to put the footrest up on the couch, something inside sounded like a piece of wood exploded and the arm is now flopping around. The store said they would have the service man call me as their furniture does, in fact, have a 20 year warranty.
The repair man says, “No it doesn't.” Well it does, sort of. All that is covered is the mechanism, but not the wood. And his minimum charge to come look is $80.00 and if he performs work (and mine may take 4 or 5 hours @ $80.00 per hour). The wood looks like plywood when you lift the cover up on the back of the couch.
What good, or honest, is it for them to use a 20 year warranty on the furniture as a selling tool when most of the furniture is not a mechanism so not really covered. In looking for a customer service number note that there are nearly 10,000 complaints about La-Z-Boy on 3 websites.
We wanted to get quality furniture that would last. We shopped around and ended up at La-Z-boy. The prices were higher but we thought with a well known brand like La-Z-Boy we would get a quality product. We ended up purchasing a couch with 2 recliners and a love seat with 2 recliners. I don't even know where to begin.
The backs on all 4 recliners are at an angle and they wobble, all the materials are loose, the cushions all went flat and one corner of the couch has no cushion at all its material over a wood corner (very dangerous). We have to put pillows on the corner of the couch just to sit there. Mind you we have had this furniture for a year now these problems were pretty much from the word go.
La-Z-Boy is finally sending someone out today to fix it. Months after someone came out to inspect and take pictures of the junk they sent us 2 big bags of cushions and 4 recliner backs. This was weeks ago. So yeah it's under warranty and it appears they are finally going to fix it. However I'm sure it's with the same junk parts it was made with to start with, only now we have no warranty.
Bottom line you DO NOT GET WHAT YOU PAY FOR LA-Z-BOY. IT'S JUNK!!! I wish I had my old cheap value City Furniture back, we had that for 10 years with no problems... DO NOT BUY LA-Z-BOY..I know I never will again and I make sure to show our new furniture to anyone that comes over. Oh and FYI my aunt got recliners there too and says the same happened to hers...
TEMPE, ARIZONA -- After purchasing an extended warranty, La Z Boy said that "The warranty is a third party, and they have no control over what they do." Warranty company said we must deal with LA Z Boy direct. The circle continues. Nothing was done. I have no recourse except to knock the company the rest of my life.