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:01/12/2023
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 received delivery on my lazy boy chair On January the 8th The next It Broke It is a remote recliner that I paid over $3000 I called customer service several time What's on hold forever I told them I wanted A refund And they told me they do not give refunds They would have to Is a warranty I told them For this kind of money And customer service I still wanted my money back They refused Still trying to get my money back
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.
Initial Complaint
Date:01/09/2023
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.
Our Lazy Boy recliner is nearly four years old. Currently, it needs a metal drive toggle replacement. This will be the third repair issue with Lazy Boy since 2019. My *********** spent over an hour on the phone waiting in queue, but a rep did not pick up. I emailed the company about the problem, but I received no response as well. Lazy Boy furniture is expensive, sales reps are friendly, but the quality of the furniture is not good. And unfortunately, our customer service experience after the sale, is pitiful to say the least.
Business Response
Date: 01/10/2023
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: 01/10/2023

Complaint: 18710963

I am rejecting this response because: it's the same response given to nearly all other complaints against Lazy Boy. Lazy Boy sounds like it's going away. Hopefully, potential buyers will look at the BBB before considering purchasing anything from this company.

Sincerely,

*********************
Business Response
Date: 01/14/2023
Please advise the consumer that La-Z-Boy dealerships are independently owned and operated. The complaint filed, has been filed against a dealership in the Atlanta, Ga. vicinity. To file a complaint against the proper location, they will need to verify the ownership of ********** dealership in question. The Atlanta, GA dealership is not affiliated or connected to the dealership in another state. 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: 01/14/2023

Complaint: 18710963

I am rejecting this response because: Although we did not contact our local Lazy Boy dealership concerning a mechanical issue with our recliner, we used a stored LOCAL contact number from times past when we had other issues with our four year old recliner. That number proved useless as no one answered. I started using corporate communications, i.e. phone numbers, emails, and online chat (could not access a live agent). The Georgia dealership pointing out my misplaced complaint would do better for the Lazy Boy name if they reached out to assist us rather than point out that it's not their fault.

Sincerely,

*********************
Initial Complaint
Date:01/08/2023
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.
Months ago, a s**** fell out of the chair. Spoke to woman named ***. Sent pics of screw, and sent **** to come out right away. **** tightened up all screws and replaced. **** replaced a bar as well. Chair made awful noise, and now foot rest will not close.Attempted to get someone else to come out on 11/16/22. ***** was supposed to come out, but we had to cancel due to covid. ***** comes out later and attempts to repair. After ***** leaves, the footrest doesn't come all the way up. Contact again, and **** comes out. **** decides a footrest motor is needed. That was on 12/3/22.Since then, we have not heard from anyone. We've attempted to make contact multiple times and no one has reached back out.Service Order: 1116298XVXG
Business Response
Date: 01/14/2023
Customer has now been contacted, and tentatively schedule for installation / service on 1/19/23.
Thank You.
Customer Answer
Date: 01/14/2023

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:01/06/2023
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.
I purchased a lazy boy leather manual recliner in 2019. Had service person out to repair broken seat wood. I have now been waiting for the parts for 3 weeks. they said one week! I have been unable to contact customer care for repair information. I have sat on hold for hours. This is unacceptable service.
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: 01/14/2023

Complaint: 18699384

I am rejecting this response because: I have made a complaint not on the business itself but on their repair service as far as being able to contact them.

Sincerely,

Tyre Suknot
Business Response
Date: 01/18/2023
You have filed a complaint against the wrong company. The local dealer / service provider you have selected operates in Atlanta, Ga. We are not affiliated or associated with the local dealer / service provider in ********. Please acquire the correct locations information, and file your complaint accordingly. Thank You.
Customer Answer
Date: 01/20/2023

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,

Tyre Suknot
Initial Complaint
Date:01/03/2023
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 have been calling customer service #************ in an effort to schedule a repair and remain on hold for long periods of time - no representative ever answers.Today, I decided to call the complaint number #************ during business hours (according to the outgoing announcement), but closed. Very frustrated and need repair service.
Business Response
Date: 01/04/2023
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the Pompton Plains, ** 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:01/03/2023
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.
I ordered a chair from Lazyboy on *****- 2021. It was delivered in January of 2022. It began to show signs of wear in fabric. I called to activate the warranty. I was given the name of Tri-County Furniture Services, who acted quickly. A serviceman came out on Dec 7th of 2022. He took pictures and the report was emailed to Lazyboy on Dec 7, 2022. ( I confirmed with **** twice that the email was sent on that day). I was told that I would be contacted in about three days days. I was not. I went to the store to say that I was not contacted, and I was told that there was nothing that **** could do. I was to wait ***** days from the 7th.Call the number, even though they don't answer. No information in his system, no help. I waited ,no call after a month. I called the Langhorne store today , ************, and was told by **** the exact same thing he told me three weeks ago. There is no help he can give me, even though I was his customer. Nothing in his system about me. I was polite. I was patient. I jokingly asked if I need ******************* from *********** and he said... do what you have to do. End of conversation. I will never go in that store again. His response was inappropriate and immature.You can see by the pictures that the fabric is defective. The picture in the back shows wear that was not in the picture that the serviceman took. He saw that the back cushion was flat and needed support and new side arms needed. This is where I am. I want the fabric replaced. I went through customer care. The company is not addressing me. I would tell ******* my concerns but that seems to be impossible because it will not support the service policy that I once believed. If this chair is repaired with the same fabric, it will be out of warranty when the same thing happens to the same original fabric. I want new fabric put on chair that has the durability that was promised in this fabric. Thank you. I really do not know another number to contact.
Business Response
Date: 01/04/2023
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: 01/04/2023

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:12/30/2022
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.
We ordered Trouper modular furniture pieces (4 recliners & 2 consoles) from LazyBoy (LB), **********, ** on March 12, 2022. The total price was $8685. The delivery date was November 8. On the morning of the delivery, we received a phone call from LB advising us that one of the consoles was damaged & would not be delivered that day. After waiting a week with no contact from LB, we visited the store to inquire about the console. We were told by the store manager that he would contact the ********************** would call or email us within a day. We received NO contact from LB for the following month. We then attempted to call the ************* We were told they would check on it. On Dec 8, the ************ called & asked what we were missing. When told it was a console, the ************ employee said there was a console that had been "sitting there for a while." He said he would check to see "what's going on with it" & would call us "right back." After almost two WEEKS with no call, we again went to the store. We asked for a refund for the console (ordered in March & still not delivered, total price $1280 + tax), telling them we were completely fed up with the lack of customer service. We were told a refund could not be given. The store employee then checked the records & told us the record indicated that the console was ready to be delivered as of Nov 8. We explained to her that was the original damaged console. She said the ************ would repair ******* would he delivered on Dec 30, "like new." Today, they brought the "repaired" console. The plug was broken off & the leather had ripples, as if it had been stretched out. We refused to accept delivery. We are asking once again for a refund of the console price. We do not wish to have any more dealings with LB. If this is an indication of their customer service, we believe others should be warned (particularly seniors such as us).
Business Response
Date: 01/04/2023
The statements associated with complaint ******** have been verified. The customer will receive a call in order to void / refund the total purchase price of the console in question [$1379.19]. We apologize for the experience the customer has had with us. If there are any further questions, please contact us at ************. Thank You.
Customer Answer
Date: 01/04/2023

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:12/28/2022
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 Lazy Boy recliner approximately 2years ago, paying over $1000. Last summer, the chair stopped responding to the remote and would not recline or do anything. I contacted the company and after spending literally hours in the phone, they scheduled a service call weeks out from that initial date. I had to pay $160. The tech came and was there for 5 minutes before saying I needed a new remote and would get one ordered. Weeks later I received the new remote and then had to wait a few weeks for him to come back. When he did, he determined that the remote was not the issue, and ordered a new electronic brain. That took a few weeks to get. Then I again had to wait a few weeks to schedule a service call. When he arrived it took him 5 minutes to determine that it was the wrong part. A new one was ordered and the weeks long process was started all over again. I received the latest part and they now say it will be February 2023 before he can come back. I have been without the use of my chair for 5 months and it will be 7 months by the time he comes back. In the meantime, I put in the part myself. Its just literally some plugs into the part. It worked once and quit again. As of now I will have to wait til February for them to verify that the part does not work, weeks to order something else and weeks to get another service appointment. I am disabled and have issues that make it difficult to sit in a normal chair. This impacts the quality of my life. I just want a chair that works and feel that they just should replace this obviously defective one.
Business Response
Date: 01/04/2023
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:12/27/2022
Type:Customer Service 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.
Lazy-Boy recliner purchased 1 year ago. Paid $1700.00. I have an extended warranty. Where I place my head the leather us flacking off. **************** will replace for over $800.00. They said the body oils or taking medications can cause the problem where ever my body comes in contact with the chair. I have never heard of such a thing. Went to a Lazy-Boy Gallery and asked a salesperson if the leather furniture (no faux) will ever flake or crack, he said never.**************** is ripping me off by charging me over $800.00.I believe I know why: after doing some research I found that the company has a 49% chance of filing for bankruptcy. But that isn't me concern, I truly believe I shouldn't have to pay to replace.I am thoroughly disgusted.
Business Response
Date: 01/04/2023
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:12/20/2022
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 ordered my lazy boy recliner I have used lazy boy for the last 20 years we went to purchase a new one because my wife is having major back issues. First of all it was supposed to be delivered the last week in September it finally arrived the middle of October. It is not made properly. It has a metal bar sticking off the back of it and since that happened it is not soft in the seat and back portion. Of it. I have tried to deal with it but I cant anymore my wife is so uncomfortable. I called to get customer service on it the first time the gal was so rude. I called back a second time and the gal who answered was very nice she set up an appointment to come out on December 22 so I am waiting to see what the repairman says. But I know this chair ruins lazy boys reputation its TERRIBLE. The. ******** was terrible I was supposed to get a $100.00 dollar gift card for my purchase that ended the end of September but my chair did not come till the middle of October. ******** refused to take any responsibility for that and also the manager of the store she lied to me and never returned my call she offered a credit on my bill but never did it. I know that **************** would not operate like this I am going to file a complaint to the better business bureau if that store does not try to rectify this problem. It was bought at the store in ******* on ******************* on route 50 in Wintergardgen. Please get back to me on this problem in a timely fashion. The salesmens name ************************* The number on the chair is LAZB-*****************. The stock number is 16x777C152553 FN 007 RW. Power wall recliner with lumbar 988001-ZZ999999. I will wait to hear from you thank you very much. ***********************. ************** Officer
Business Response
Date: 12/22/2022
Compliant ID ******** has been filed against the wrong dealership / location. The complaint has been incorrectly filed against the dealership that operates in ************, ******* only. Please close this case, and ref-file with the correct .location operating in the *******, ******* vicinity. Thank You.

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