Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:20/02/2024

  Type:Order 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.

  On January *, ****, I placed an order for some furniture at the Crowfoot LAZBOY store, *******, *******. My order included a sofa, a ********* an accent chair, a dining set, a coffee table, two side tables and a chandelier. After placing my order, I faced a serious and unexpected issue in my personal life that significantly impacted my finances and my budget. So, I reached out to the sales representative at the store and asked her to cancel as many items as possible in my order. The store cancelled the coffee table, the two side tables and the chandelier without charging any cancellation fees. The store canceled the dining set as well, but they said I have to pay a **% restocking fee that was equivalent to $*** plus gst. After complaining about this high fee, they reduced the restocking fee to $375 plus gst. This restocking fee is still really high and unfair. Even after cancelling a number of items, I still have three expensive items left in my order (the sofa, the ******** and the accent chair). So, I asked the store if it is possible to cancel these three items as well. They said that if I want to cancel these thee items, I have to pay a **% cancellation fee which is equivalent to $**** plus gst. Again, this cancellation fee is really unfair and Im not willing to pay such a high penalty at all. I am submitting this complaint to see if you could help me find a solution for this difficult situation. I was wondering if you could help me cancel my order without paying the unfair penalties that include a $*** restocking fee and a $**** cancellation fee. I really feel like it is unfair to pay such high fees for cancelling my order. My order is expected to be delivered some time in March ****. So, I have just placed the order and the furniture has not been delivered to my home yet. I would really appreciate it if you could find a solution and help me with this difficult and unexpected situation. Please feel free to contact me if you need more information.

  Business Response

  Date: 21/02/2024

  The store has been back and forth with this client and we have tried to cancel as much as we could but once it is ordered from the factory,they generally don`t allow cancellations.Our terms and conditions are clearly laid out and as you can see for custom orders(and this was clearly a custom order as he customised the foam and fabric)that there is no cancellation.

  We tried to accommodate him by charging a modest restocking fee as for us to sell it we would take a substantial loss.

  There is nothing more we can do for this client.

  I`ve attached the signed copy of terms and conditions.

  Customer Answer

  Date: 21/02/2024

  The response is not satisfactory to me. When I placed my order, it was not clarified to me that custom orders cannot be cancelled. Otherwise, I would have not placed an order with LAZBOY. Anyways, although I was looking for cancelling all the three items left in my order (sofa, ******** and accent chair), I can reduce my expectations. Can LAZBOY at least cancel the accent chair without charging a cancellation fee and also waive the $*** restocking fee? Then, I would be okay with keeping the sofa and ******** in my order.

  Business Response

  Date: 21/02/2024

  That restocking fee was already reduced from normal so that will stay...if you want to cancel the chair ,there would be a **% restocking fee and the pillow is non cancellable.There is nothing more we can do.

  Customer Answer

  Date: 21/02/2024

  No, I am not willing to pay **% restocking fee at all. I am not satisfied with this response. But it is what it is. In general, ** really disappointed of LAZBOY and how they deal with customers. BBB please make sure to post this complaint and LAZYBOYs response on your website so future customers will be aware of LAZBOYs poor customer service. 

  Customer Answer

  Date: 21/02/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  LAZBOYs cancellation policy is really unfair and their restocking fees are very high. 

  
  Sincerely,
  
  ***********************