Complaints

This profile includes complaints for La-Z-Boy Furniture Galleries's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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La-Z-Boy Furniture Galleries has 2 locations, listed below.

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  La-Z-Boy Furniture Galleries

  34000 Bass Pro Dr Spanish Fort, AL 36527-9417

  
• 

  La-Z-Boy Furniture Galleries

  3767 Airport Blvd Mobile, AL 36608

  

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:04/04/2023

  Type:Service or Repair 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.

  My LA-Z-BOY Recliner was repaired on March 9, 2023, parts were ordered, the repairman said I should Call when parts arrive.All parts were delivered by March 23, 2023, I have called customer care dozen times,but *** is ever available, left messages, but no one calls back . Please Help!

  

  Business Response

  Date: 05/03/2023

  We have conferred with our Service company.  There was an agent error in processing his order.  They are working to resolve the issue now.

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Approx 10/2021 I bought a leather couch with a warranty for the leather the additional cost was approx $600.00. I called and spoke with ****** on 12/12/2022 who had someone come ou and take pictures. The young man said it would be approx 4-6 weeks I would receive new cushions via **** Once they arrive to call back to the store and someone would come back and install them. The week on 2/20/23 I called the store 3 times, leaving voice mails to please give me an update, to no avail. I actually went into store on 2/27/2023 and spoke with *****, store manager who reached out to a ******* two different times, to no avail. Each ************ someone would be back to me in a few minutes. I again spoke with *****, on 3/8/2023 explaining no one has reached out and I was going to call corporate or file complaint with BBB if they did not honor the warranty I paid for. ***** again assured me she had sent it up to upper management and I should receive an email soon, no avail.

  

  Business Response

  Date: 03/13/2023

  We are currently working with our Service Techs to expedite this issue and get **************** taken care of.

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19562626
  
  I am rejecting this response because: its been since 12/12/2022. The company is not explaining the hold up. I was told it would be originally 4-6 weeks.  If they cannot give explanation I believe they should replace with one from the warehouse. I also explained that I would be out of country from the end of March to first of April. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/24/2023

  There was some confusion about her warranty and the coverage.  

  We have since sorted it out and are prepared to move forward with repair at no charge to her.

  Customer Answer

  Date: 03/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  **** with leather company is coming next week of April 3rd to assist
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/30/2023

  Type:Product 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 made this purchase on 11-27-21 for the sum totaling *******. The representative from the store ordered me a manual recliner when it should have been electric due to me and my husband's disabilities. Once the incorrect order came in on 12-17-22 (over one year later), I contacted **** (a manager) and customer service to inform him of the incorrect recliner and to also advised him the cushions on the seat, arm and back are all flat(all three pieces loveseat , couch and recliner). I was advised that they would be replaced in December of 2022. Until this date nothing has been done, with the exemption of getting 2 boxes of cushions (dropped at the frnt door) and no phone call from technicians. I have called *********************** numerous times and have gone to Lazboy in person (**********) to complain as I am being forced to keep these broken couches that I did not order. I feel that *** have a case of theft by deception as I was lied to and can't get a resolution to the matter. *********************** informed me that I could not contact district manager as he has no phone number. ***************** advised me that if return the couches I would have a 25 percent restocking fee. I don't know if I now have to wait another year to get the couches right with the correct electric recliner. I do not want unknown subjects repairing the couch at my home, as I have been a victim on invasion in the past. I feel that this company is taking advantage of me as I am elderly (+65) and of Hispanic descent. I reached out to my son over this matter. attached is a link with the last conversation we had with ******************. ***********************************************

  

  Business Response

  Date: 02/08/2023

  We are refunding ********************

• Initial Complaint

  Date:01/06/2023

  Type:Product 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.

  Hello,Lazboy case #****** This is a This is in response to a message I received from someone at ********* I have worked with ****** furniture in the past. They have replaced the entire back of the chair that I currently have. Its doing the same thing again. I do not want them coming out here and charging me $150 for them to tell me and for what I already know is the same problem. I would like ******** to help me with this issue. This chair is so new that this kind of thing shouldnt have even occurred in the first place. It really appears like its a design flaw. They, meaning lazy boy, are not going to anything different to resolve this issue. All they wanna do is send out another technician and do the same thing again. Thats not acceptable. As I said, theyve already replaced the entire back of the chair and the chair back is still horribly uncomfortable. Its got some kind of spring mechanism where your back rests, and all it does is sink in. It needs to have fill in there and not some kind of spring pushback. Please reach back out to me as I would like to discuss what my options are as this is becoming ridiculous. Thank you. *****

  

  Business Response

  Date: 01/09/2023

  This customer is outside of our coverage area.

  She needs to refer to her local ******** dealer.

• Initial Complaint

  Date:12/06/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  We purchased a sectional and recliner with Lazboy in March of 2021. We were originally told the furniture would be delivered august of 2021. This didn’t happen and we were told month after month that it was being delayed. We finally received it in December after they double charged my card and didn’t waive the delivery fee like they stated would happen. I was able to resolve the double charge with my credit card company but the delivery fee took me 6 months to get my money back. Our furniture since then has been horrendous quality wise. Our frame on our sectional is broken, the buttons are falling off, the recliner doesn’t recline properly, the material is deteriorating, and it does not function as it did recline wise. They’ve sent two separate repair companies out to fix the issue but neither of them have been able to provide resolution. The first said it needed to go to a shop to be fixed and the second said that it was Friday and it was too much labor to do on a Friday evening. However when he did inspect the furniture he stated he didn’t see where the manufacturer even installed the components of the recliner to make sure that it recline properly. Every response from Lazboy results in an email that can take as long as a week to get any resolution which in most cases is just saying they’re waiting for answers from someone else. We contacted them in August of 2022 and haven’t had any resolution to our furniture.

  

  Business Response

  Date: 01/09/2023

  We have been working on a Return Authorization from the factory which was just approved.

  We are now working on an exchange with the customer.

  Based on Mr. ******'s most recent correspondence, we believe that he is satisfied.