Complaints

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• Initial Complaint

  Date:14/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a chair and ottoman,July 4, 2024 which was a light brown color in the showroom and when delivered July 11 was grey. I have documented all communication and pictures which I can send to you by e-mail. I was shopping for a complete new living room set, this was the first piece for my brown decor. The salesman ****** ********* actually moved the ottoman to a sofa I liked and we spent a lot of time looking at swatches to match the brown color. I took pictures of everything for my husband to see as he was not with me. I called him from the store and we were going to return together to make our final decision. Unfortunately the chair was a floor model and on sale, I was afraid it would not be there when we returned so I bought it right away. The chair was exactly what I wanted in brown, I didn't buy it because it was on sale. When it arrived at my home, it was grey. I spoke with the Manager ***** ****** who wasn't interested in the fact that I was purchasing a whole new room and now at am a dead end. Just stood by her policy no exchange or refund. I reached out to the salesman ******, who could confirm all the time we spent matching swatches. Which was followed by e-mail from ***** again, no exchange or refund AND we can't account for the lighting being different in clients home. I disagree THEY CAN DO MORE, by advising the clients to verify the color in natural light. I had no idea this could happen it was literally a magic trick how the color changed in my home. I asked her who else I can speak to and she said no one. Do you not have a Head Office, she said yes but they won't do anything for you. She was right I reached out to them as well, and received a generic no response. I asked them if they would consider advising future clients that lighting can be an issue before they purchase. I was not given a response. At this point I don't expect anything from them, I would like a full refund but would accept a store credit , I have no use for a grey chair.

  Business Response

  Date: 29/08/2024

  Hi there,
  When we first heard that the wrong chair was delivered to
  ***** we were confused because she had bought the last one of this model. It
  was a floor model and significantly discounted for the chair & ottoman
  combination. Once we received the photos it was clear it was in fact the
  correct chair but the colour appears cooler in her home. The chair is grey-ish
  brown in colour, it is not a true deep brown as you can see from the photos on
  the showroom floor and in Irene’s home. Inside lighting is usually warmer in
  tone than natural day light, this isn’t meant to be a magic trick or to confuse
  clients but is a reality. For example, the photo of the ottoman and leather
  swatch ***** provided in from the showroom (to me) appears grey.
  When ***** asked if there was anyone else she could speak
  to, I told her not at this location. There is a head office. I provided her
  with the contact information and just let her know that they don’t typically
  get involved with matters such as this at the store level. Not that they “wouldn’t
  do anything for you”. Head Office contacted me afterwards to let me know Irene
  had reached out and they had reiterated the policy.
  It was made clear to ***** at time of purchase the chair was
  a floor model, significantly discounted and could not be returned. We are sorry
  to hear ***** is unhappy with the colour, there are so many variables that impact
  how a colour looks in certain lights and against different floor or wall
  colours.

  Customer Answer

  Date: 31/08/2024

   I am rejecting this response because:
  There was no confusion about being the wrong chair, our conversation was only about color.  As ***** said the color (to me) appears grey.  well TO ME it was brown, we were talking the whole time about my decor being brown. Why was the salesman selling me a brown couch and chair???

  When I asked her if there was anyone else I could speak to, SHE SAID NO, I am the general Manager. I ASKED HER , Do you not have a Head Office?? (I WILL SWEAR ON A BIBLE, She never said not at this location) She was cold and abrupt.

  And I quote " She said Yes but they won't do anything for you, because this is a store matter"  I did ask her for phone numbers and she provided me with Comfort Care Service 734-241-2435 or Lazboy Order Support 734-241-4303, and then later said, we use those numbers here so you should contact 1-855-802-6636.

  If Head Office reached out to her, Why did they not respond to me fully ( being the customer ), They just gave me a no, standing by our no return or exchange policy, I did not feel heard, as I asked if they would make future clients aware that color could be different in lighting. I also asked to have the Contact Name of the person in charge of Canadian Operations, they never replied to me.

  IF: AND I QUOTE: If there are so many variables that impact how a color looks in certain lights and against different floor or wall colors.   Then WHY did no one at Lazboy tell me, so I can make the right choice????

  I have all of my correspondences ( more detailed) and more pictures to show my journey of looking for a new living room, which now has ended and has given me so much stress.