Complaints

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• Initial Complaint

  Date:01/03/2023

  Type:Delivery 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.

  12/20/22 - a Joybird couch was being delivered to my address by Lazy Boy/Retail Delivery Service. The two delivery people were having difficulty getting one of the pieces into my apartment. He asked if it would be ok to remove the door hinges (and the door) to give them some more room to maneuver. I agreed but was told the only way they could proceed is if I sign a waiver form to allow them to do this. What I did not know was that they two delivery people had done a lot of damage to the plaster walls and ceiling going up the steps, complete with a basket ball sized hole in the wall, huge blue indentations in the ceilings and walls (the couch was blue). Chunks of the ceiling plaster and walls was missing. I tried to see what they were doing multiple times but the couch blocked my view down the stairs. They purposesfully did not disclose the damage, and asked that I sign the waiver. I saw the damage once they brought the couch back into their truck. I was informed that I would be contacted "in the next couple of days" by Lazy Boy where they will schedule a time to repair the damage. I took pictures of the damage as did the driver. I repeated reached out and was finally told today that no assistance would be provided to me since I signed the waiver. I was decevied and would like the company to pay for repair of the walls and ceiling. I included photos of the damage and a screenshot where a refund for the damages would be provided by the carrier.

  Business Response

  Date: 01/04/2023

  We have reached out to this customer as recently as 01/04/23 to try to gather more information regarding this matter and were not successful in reaching her. A voicemail was left for her to contact us. Our original denial of claim was based upon the waiver and we were not privy to the additional information provided. We will continue to attempt to contact the customer to resolve this matter.

  Customer Answer

  Date: 01/05/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did speak with the conpany representative on 1/4. They advised that they will reimburse me for repairs on the damaged walls. I was told by the company representative to submit an invoice and that they will issue a check to me for that amount. I would ask that this matter remain pending until I am reimbursed.

  Customer Answer

  Date: 01/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did speak with the conpany representative on 1/4. They advised that they will reimburse me for repairs on the damaged walls. I was told by the company representative to submit an invoice and that they will issue a check to me for that amount. I would ask that this matter remain pending until I am reimbursed.