Business Profile

Furniture Stores

La-Z-Boy

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

159 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:02/27/2023
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.
I purchased the Lazy Boy ******* Bonded Leather Executive chair from Staples for $379.99 approximately 3 yrs ago.....I am unable to work from home so this chair merely sat at a desk in my sunroom. ALL of a sudden the so called "leather" chair starts splitting and peeling off the arms and likewise on the seat....getting "leather" all over my floors. I called the Lazy Boy customer service and was told...yeah "we dont make those products....they JUST have the Lazy Boy name on them"...."so you need to call True Innovations customer service." Well called them...and of course they dont cover material! Big shock! Moral of the lesson...Consumers cannot buy products with a brand name because that brand name WONT stand by their products and they LET companies in OTHER countries actually make THEIR products!!!!!
Business Response
Date: 02/28/2023
Complaint ID ******** has been filed against the incorrect business.
The business that this complaint has been filed against does not operate, nor fulfill orders, from Staples purchases.
The business associated with this complaint only retails household furniture products, not the office line of products, in the Atlanta, GA vicinity.
Please remove this posting, and re-file with the correct dealership in your area, or directly with the La-Z-Boy corporate office.
For more information on the proper information, please call ************. Thank You.
Initial Complaint
Date:02/22/2023
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.
On Nov. 8th, 2021, I purchased a recliner from South ******** Lazyboy store. It has broken twice already. Once it was the tailgate which took 6 weeks to repair. Now, I've been waiting since January 12th, 2023 to have the right arm replaced. When I called the ******************* the did not understand my message. They sent a repairman January 22nd, 2023 without the replacement part. There is no contact where I can call and file a complaint. I would like the chair replaced if they cannot repair it. If they can repair it, a least be honest about the timeline. I'm fed up with this company.
Business Response
Date: 02/24/2023
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the ********, ** [******] area. The business associated with this complaint only operates in the Atlanta, ** [***] vicinity. Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************.Thank You.
Customer Answer
Date: 02/24/2023
There are two (2) Lazyboy outlets in ********, *******, ******. I realize that there is no *********** in ****** but there is one in ******** as are your manufacturing companies. I'm not going to spend anymore time and energy on this issues. It's obvious that ******* will not take any responsibility for their inadequate service and poorly built products.
Business Response
Date: 03/03/2023
Again, you have filed a complaint against a privately owned company [d.b.a. La-Z-Boy] in the Atlanta, **. (***) area.
This company is not (1) affiliated with the corporate office in Monroe, ** - nor (2) affiliated with a manufacturing plant in any territory.
Please file your complaint directly with the corporate office of La-Z-Boy Incorporated in Monroe, **.
Thank You.
Initial Complaint
Date:02/20/2023
Type:Sales and Advertising 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.
I've had warranty issues with Lazyboy since day '1' I've had my ************** Recliner for Less than 2 yrs and I have Filed multiple Repair tickets during the warranty period. But it takes Lazy boy 3 to 6 months for someone to come out and review the Recliner ! They RUN the Warranty period OUT by NOT being efficient ! They use a 3rd ************* to come out to the house and review the issue. Most of the time I would get * That's Normal ************* I know for a FACT that is not true as I still have a 30 yr old Lazyboy recliner and NEVER had an issue with it! The Last Non Lazyboy 3rd party that came out did some repair with new replacement parts and asked me to try the chair out before he left* I did and it Made so many Squeaks / Noises and as the repair guy said * That's NORMAL WEAR & TEAR sounds! Since my warranty expired 3 months BEFORE anyone could come out * I'm Stuck with this awful chair it's a piece of JUNK! You pay a LOT of money for Lazyboy products you should get what you pay for! If exchanged for a NEW JASPER * NOT another Style and NO EXTRA FEES * I will not pay any OUT OF POCKET Delivery/Removal $150+ Fees! I have attached multiple pictures of the Recliner * 1st pic: Frame is RUBBING on the left side of the Stand* 2nd Pic Frame had no area between *************** 3rd: Same Left side no room between Fame and Stand * 4th: Right side has more normal spacing and not rubbing I'm showing the bottom right side and move up the right side it gradually becomes WAY more space than the left side! This is why the chair is making noises as it's not lined up properly with the ***** and the Rocker Stand! This Stand was replaced once already on 9/2022 * I want a REAL LAZY BOY Manager come out to review and set up a REPAIR !
Business Response
Date: 02/21/2023
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the **********, ** area. The business associated with this complaint only operates in the Atlanta, GA vicinity. Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************.Thank You.
Customer Answer
Date: 02/21/2023

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.

Sincerely,

***************************
Initial Complaint
Date:02/15/2023
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.
I bought a big boy recliner. The price was around $2200. In Nov 22 I had broken parts. I still had the warranty until about the 22 of Dec. They came and fixed it, I thought. It was around Jan 25 th it broke again. Now they say I have to pay around $230 to fix it again. I have called 3 days and left a message for the boss to call me and I have not heard from him as of yet. I always thought lazy boy was the best you could buy. I dont think I will every buy from them again. Very very disappointed in them. After 3 calls in and they think no more of you. I personally dont think I should have to pay. It barely lasted 2 months of getting fixed. I have never heard of Lazy boy doing customers this bad. Im on dialysis and a fixed income. It took a year to save this much money so I could buy a good chair but it feels like the joke is on me
Business Response
Date: 02/17/2023
La-Z-Boy retail locations are independently owned & operated.
In order to properly respond to this complain / inquiry, we would require the order / invoice information, and the specific location the product was purchased at.
Thank You.
Initial Complaint
Date:02/15/2023
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.
We ordered a recliner from the ****** ** store last Sept., it was delivered to us on December 1, 2022. We used it a handful of times before it wouldn't recline any longer. We spent more than ******* for the chair. After several attempts to speak with customer service and hours on hold we finally got a real person. She sent us out a part and the service **** came out after 3 wks of waiting only to find out that he couldn't fix the recliner because they sent the wrong part. We contacted the store manager in ****** who was less than helpful, we contacted the President and CEO of Lazy Boy, no response. We cannot get ahold of service and we have a **** dollar recliner that doesn't work . It is now 2-15-2023 and still no resolution to our issue. What a joke this company is, never again.
Business Response
Date: 02/17/2023
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the ******, ** area. The business associated with this complaint only operates in the Atlanta, GA vicinity. Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************.Thank You.
Initial Complaint
Date:02/09/2023
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.
I ordered a La-Z-Boy sofa in January of 2022. It was finally delivered in the fall of 2022, but it was defective - there is a huge gap on one end of the sofa between the cushions. It is so large, my dog has fallen in the gap and could not get out by himself. Both service technicians stated there should be an additional hole in the frame to adjust placement of the seat cushions - there is no second hole. In addition, the two chairs I ordered at the same time as the sofa were finally delivered but were not the chairs I ordered. La-Z-Boy has offered to replace the two chairs. However, as these are custom chairs and sofa, unless the sofa is brought up to standard, the matching chairs are of no use to me. La-Z-Boy says there is nothing they can do about the sofa. At this point, having dealt with La-Z-Boy for so long, I would like for La-Z-Boy to come pick up all the furniture it delivered and refund my money. I am not willing to accept a defective sofa and the matching chairs are of no use to me without the matching sofa.
Business Response
Date: 02/06/2023
Hello,

Please remove this BBB from our account. This customer purchased from ********************** as indicated in the review. This is not one of our locations. The La-Z-Boy Furniture Gallery is independently owned and operated. Our locations are in **********.
Thank you,
******************
LA-Z-BOY

Business Response
Date: 02/10/2023
This case has been reviewed, and the product has been deemed not defective. The dealership / product technicians are not authorized to alter or fabricate the product manufactured by La-Z-Boy Incorporated in any manner, to meet or satisfy a specific expectation of a consumer. The product in question, having not been deemed defective, would not present the opportunity to return, exchange, or refund the purchase. Please refer to ************************************************************************ for specific information pertaining to the manufacture's product warranty & services. Thank You.
Initial Complaint
Date:01/25/2023
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.
We ordered a couch from Lazy Boy Furniture in ******* **. Our couch has electric recliners on both ends. It did take 8 months to get it- delivered 1/22/2022. I called the store within 5 days of delivery- the couch wasnt right- squeaky- when reclining and going back down. I felt like I was delivered a defective couch and call the store. They told me I had to have a repair person come out and advise. I still feel like I was sold a lemon and nobody wants to admit it. The manager at the concord store **** dealt with our complaints/concerns. For the $4000 spent- and length of time waiting- I wanted a replacement on the couch - with the defective recliners. They sent out a repair person in 2/2022 with finally all parts installed in 4/2022. Now the couch sounds worse - called the store 1/16/2023 to complain- try to get the couch fixed yet again. Spoke to **** on 1/16/23- said she would get back to us with hopefully a resolution. Well tonight 1/25/2023 we decided to call the store to find out if anything was going to be done about this crappy couch. First thing told to us is that the couch is now out of warranty as of 1/22/2023. I explained that we had inquired on 1/16/23. So now lazy boy demanded $75 for a trip charge to come out yet again for the same problems. Plus they wanted more money to be diagnosed- after speaking to ************ was able to wave the charge for the 1st hour of service so now that both sides of the couch are defective- who knows how long it will take. Having said that- how do I get them to come pick up this horrible furniture and get a complete refund? This is our 3rd and last lazy boy couch- I will be called ***************************** **********************-tomorrow- corporate manager for our area. But since this will not be my first conversation with this man- my hopes of resolving anything are low. The business has all the notes- they provided me with dates- they dont want to share any of their notes
Business Response
Date: 01/26/2023
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *******************. La-Z-Boy dealerships are indenpendently owned and operated. The business associated with this complaint only operates in the Atlanta, GA vicinity. Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************.Thank You.
Initial Complaint
Date:01/23/2023
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.
On 9/25/22 we purchased a recliner from the La Z Boy store at ````130 ********************************************************. Purchase price was $1387 This was delivered on Nov 30, it broke within a week. Since then we have made 7 calls for resolution. Store referred us to ***************** Could not connect with them on 6 calls despite wait holds of 20 minutes to an hour and a half. Finally made contact today Jan 23, 2023 (after 40 minute wait). **************** refused to order replacement or refund, said store had to authorize. Called store 1/22/23, store advised that that **************** had to authorize refund or replacement. Obvious run around. **************** has authorized a repair visit on 1/26/23, but would not commit to a specific time range. We should not be compelled to accept a defective product and have very serious doubts that the recliner can be fixed.
Business Response
Date: 01/24/2023
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *******, ** area. The business associated with this complaint only operates in the Atlanta, GA vicinity. Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************.Thank You.
Initial Complaint
Date:01/16/2023
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.
In ****, I purchased a Lazy boy recliner. The previous recliner had a flap to pull to recline. It broke several times.over the years but the warranty.covered the parts.and i replaced.it each time. So when i purchased a new recliner, i chose a high end electric controlled recliner to ensure i woildnt need to replace parts. Well, within 30 days of my $2,000 chair purchase, parts fell out of the bottom. It was covered by warranty, however it took at least 6 to 8 weeks to get someone here for repair. Less.than a year later it stopped reclining. Again, I called lazyboy but this time i woukd have to pay $165.00 dollars before they would even SCHEDULE a repair. That one was 3 months out. Then the day before the repair date, it was cancelled. I demanded my $165.00 to be refunded and explored local repair. Lazy boy then called to tell me a repairman became avaialable, and would be coming a week later. Since the local repair hadn't called me I accepted, it was repaired. Now less than a year later, it has happened again. I feel this expensive chair should not be breaking yearly. I wish I could return it and buy the old handle type. It was purchased at the ***********************, ** Store in April ****, and repairs were handled through their very difficult 800 number, often disconnecting after lengthy holds without contact. I am ready to.send this chair to.the curb and start over but feel i have been sold a.l less.than quality chair. It seems the same mechanism, made.of plastic, bends then snaps off making recliner impossible to function.
Business Response
Date: 01/17/2023
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *********************. La-Z-Boy dealerships are independently owned and operated. The business associated with this complaint only operates in the ****************. Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************.Thank You.
Customer Answer
Date: 01/17/2023

Complaint: 18818317

I am rejecting this response because: the product from the ******* company may have been produced in *******, however my purchase took place in ************.
(LaZyBoy Gallery
385 Wyoming Valley Mall,
***********************, ** 18702)
It would be ******** to purchase a recliner in Georgia, then have it delivered to ************.
I have kept records on this "lemon" purchase, and would like some.sort of acknowledgement from LaZy Boy concerning its less.than quality product. There must be a more permanent fix for the mechanism that keeps breaking.

Sincerely,

***************************
Business Response
Date: 01/18/2023
The products are not made in *******. The products are not made in ************. The products are produced in various plants across *******, and distributed to local dealerships, including the two states in question. The dealership you have filed a complaint against does not manufacture products in either state, nor does it distribute in the state you have purchased from. You have selected a privately owned dealership to log your complaint against, that is not affiliated with your concern in any capacity. Please file your complaint with the correct entity. Thank You.
Customer Answer
Date: 01/18/2023

Complaint: 18818317

I am rejecting this response because: I would like to be informed who this complaint should be directed to? Seems evasive. And unclear as to my next step. Please advise LaZ boy.

Sincerely,

***************************
Initial Complaint
Date:01/13/2023
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.
Contacted Lazyboy about couch under warranty Nov 8 th to schedule for someone to come out as couch difficult to close reclining footrest. Tech came out and stated changes could likely not be made to springs but he would write it up and have Lazyboy back to me. No one did. I reached out again with second reason couch difficult to close, backrest under stuffed and already compressed into a concave position. So I am trying to close the init with only part of my back supported. They sent foam and scheduled service. Service they contract to arrived today 1.13.23. Informed me it is wrong foam and they do not have the time as it would take over an hour and they would not get paid for that. If couch show this much wear from limited use of two adults with no pets, we want a different item,
Business Response
Date: 01/14/2023
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *********, ** area. The business associated with this complaint only operates in the Atlanta, GA vicinity. Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************.Thank You.
Customer Answer
Date: 01/20/2023
Lazy boy does have a store in ************* **** which serves the ********* **** market. It is not true that they do not serve the area.
Business Response
Date: 01/25/2023
Please take a moment to understand the following :
La-Z-Boy locations are independently owned and operated. You have filed a complaint on a specific location in Atlanta, **. that does not own or operate retail locations in ****. Please identify the correct location you wish to file a complaint against, and re-file your complaint / case appropriately. Please remove this posting.
Thank You.

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La-Z-Boy is NOT a BBB Accredited Business.