We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Furniture Stores

La-Z-Boy Furniture Galleries of Arizona

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

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

Find a Location

La-Z-Boy Furniture Galleries of Arizona has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/21/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      They have not repaired my rocker/recliner since April. 4/16/24, I paid $175.15 for them to repair my chair. They came out, but the parts they had didn't work so they ordered parts. 5/24/24, I had to pay them another $100. to come out, but when they did the wrong parts were ordered so they had to order parts again. They made an appointment today to finally make the repair, but called and canceled and can't get here until 6/29. I am tired of the wait and run around so want a full refund now. They did agree to the $100. refund only, but I want a FULL refund.

    • Initial Complaint

      Date:03/06/2024

      Type:Product Issues
      Status:
      Answered
      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 bought 2 Trouper Rocking Recliners we paid $2,365.68 total on November 24 2023 When we received we notice the recliners are about 2 smaller than the one we tried on the showroom floor. We called the store and they sent a repair guy out who by the way never brought a measurement tape and did not know why he was even here. He left and our salesman sent this to us. Unfortunately *******, I spoke with my manager and checked out the service notes and theres nothing we can do. The chair is within the manufacturers specs So what is manufacture specs? I dont feel that they did anything to resolve the issue.

      Business Response

      Date: 07/08/2024

      Upholstery/padding can vary from unit to unit from 1-3 inches.  The frames are all the same size, not sure what else can be done to resolve this complaint?  

    • Initial Complaint

      Date:12/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      La-z-boy furniture ************************************** Goodyera as. Phone ************ Purchased recliner chair 17 Nov 2018 for $6658.43 with an extended warranty (5years) that is still in effect. Extended warranty covers chair and electrical controls. A claim is being worked now for nearly 4 months. Part on back order. Extended warranty allows for repair or replacement of chair. 4 months is enough time.

      Business Response

      Date: 06/20/2024

      The consumer was getting Service with ServeCo they had ordered a new hand wand for him and at the time it was back ordered. I am showing that the part was delivered in February. The consumer never contacted ServeCo back regarding the claim or that the part was not received. I can have ServeCo contact the consumer to discuss.

    • Initial Complaint

      Date:06/04/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Purchase date of 11-11-2022. Order # ***-13005. Purchase was for a sofa and a special order recliner (paid $2,040.09). Sofa received and I am very satisfied with this. The recliner took 4 months to make and was delivered to home. Upon delivery chair had the wrong fabric pattern. I refused to accept the chair and told drivers I would go to the store to resolve issue. At store, I explained the problem to my original salesperson, and she let me know their records did indicate I didn't take delivery. She asked if I wanted to re-order. I said, "no" because I was without a chair and re-order would take to long. I asked if I could exchange for same chair, different material pattern, from the floor. Salesperson said that couldn't not happen since they would not be able to re-order for their own stock and needed it on the floor to represent product. I then said I wanted ******* Salesperson said she would grant ******* On next credit statement I noticed refund was short $460.28. I went to store for clarification. I spoke with available salesperson who said charge held back for restocking fee for ******* I do not agree with this since the chair I ordered was never made and thus, nothing to restock. I was told store manager, *************************, would call me to help me further. After two weeks, nothing heard. I have called back 2 more times, and was told he would call back and has not. I reached out to regional manager of ********* and have not heard back. I request complete refund of item that was never made to my specifications and never was "restocked" because was never made. Store manager should have copy of all of supporting documents as a salesperson made copies and stated they would pass on to store manager.

      Business Response

      Date: 06/09/2023

      I reached out the store manager *************************** for assistance on this complaint and received the following email response, "I left her a voicemail with a full description of her invoice and how much she paid for the chair and what she was refunded".  If there is still a descrancy in what you feel you should have been refunded, please contact ***** at the store to detail the movement of the funds.  

      Thank you. **********************;Senior Retail Distribution & Service Manager

    • Initial Complaint

      Date:03/23/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Refer to previous complaint ********. Last notes was that new table expected to come in mid February and would be inspected. I accepted that response pending follow up on what was communicated. It's now near end of March and I have had zero communications on table status. Again, nothing happens unless I initiate a call/text.

      Business Response

      Date: 03/24/2023

      Good morning - the table has arrived at our distribution center, I will have the store contact you to schedule the exchange.  Thank you.  

    • Initial Complaint

      Date:01/13/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Invoice *********** Original order placed 1/2022 for ~$18000 worth of furniture.  We were told a 6-8 month lead time on the furniture which we agreed to wait since our previous experience with La-Z-Boy was worth the wait due to high quality items. Items were delivered on multiple dates and the majority of them had issues needing replaced.  It was always an issue between customer care and the store trying to get things resolved. Customer care would say store to order replacement, store says customer care to order.  Nothing would happen unless I called to figure out what needed to be done.  All items have been resolved except the dining table.  The Dining table arrived 9/2022 and was damaged and noted on delivery paperwork. Pictures taken.  Customer Care came out 10/2022 and said the table would need to be replaced and would order a new one, pictures taken again of issues.  January 12, 2023 I called for an update since we did not hear anything back yet. Customer care said nothing has been ordered and was waiting on the store to order. Seems I was back in the same situation as before, back and forth on who owns the issue.  Customer care transferred me to the store so I could talk to the manager. Manager was busy with a customer and I left a message to call me back. 3-4 hours later I called again but the manager was not available and I left a message to call me back. 1/13/23 ~2pm I called the store again since I did not hear anything back yet and I spoke with the original sales associate, explained the situation and they are going to order a new table and I asked to expedite the order since we are over 1 year now from original order. I also requested the sales associate to get with the manager for a discount due to all the issues we have had since original delivery.  Something is broken with customer service as I should not have to be dealing with all these issues, if I don't call for an update, nothing happens. 

      Business Response

      Date: 01/24/2023

      Forwarded complaint to store manager ***** ******** and received a reply 01/20/23 1728 hours that "Customer has been taken care of..."  

      ***** ****** - please let me know if there is anything else I can do.  

      Customer Answer

      Date: 01/24/2023

      The new table scheduled for delivery on 1/18/2023 was damaged also. The Delivery people came and asked me to come outside to truck and look at table.  They showed me same edge defects that my current table has.  The new table did not get off the delivery truck. They took pictures of the issues.  Another new table is on order by the store and is pending delivery. Delivery date is not known yet.  Issue is not resolved until I receive a good/non-damaged table

      Business Response

      Date: 01/25/2023

      Good morning - thanks for responding, I was able to find the notes entered b* ***** ****** 01/20/23 that the second table also had damage.  The replacement is expected to ship mid-February.  I have made a notation for the team to let me know when this is scheduled for exchange.  I will personally inspect the table with our QC Manager prior to delivering to ensure the condition is acceptable.  Thank you.  ***** ****** 

      Customer Answer

      Date: 01/27/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.



      Regards,



      ***** ************
       

       

    • Initial Complaint

      Date:08/31/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      04/10/2022 I ordered a recliner for $1624.98 including delivery charge. Chair to be delivered in June/July. Invoice No.. 0410207GBNV Customer ID: **********. I was notified the chair was ready to be delivered, but have been unable to get any dates or ??? The address is ************************************************ ************. Is this place going out of business?

      Business Response

      Date: 09/01/2022

      I have contacted *************** and have his chair scheduled for delivery 09/03/22.    ***** ******

    La-Z-Boy Furniture Galleries of Arizona is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.