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.

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.

Initial Complaint
Date:12/06/2022
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.
Purchased the couch in August, it was delivered November 16. That night a spring fell off so the recliner doesn't shut and the seat sinks. There are also pleats in some of the fabric that clearly do no belong. Three weeks of calling and emailing and I cannot get service scheduled. They sold me a damaged item and cannot even be reached to fix it.
Business Response
Date: 12/07/2022
Complaint ID ******** has been filed against the wrong business. The business associated with this complaint does not operate in the *********** area. The business associated with this complaint only operates in the Atlanta, GA. vicinity. Please void this complaint, and re-file with the correct business. Thank You.
Initial Complaint
Date:12/05/2022
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.
We purchased a custom made blue sectional sofa.. It took about 10 months to get it to our house.( 3 months past the orginal stated delivery date.) The product we received is faulty in many ways. It is poorly made, bad uneven stitching throughout. The attached sofa pillows are unevenly filled and the cushions are unevenvly filled. Additionally, one of the recliner chairs is broken. We contacted them shortly afterwards complaining about our faulty product and they requested and email with pictures of the problems. We did that. On month later we have received no response. We have also left multiple voice mails and the message states that if multiple messages are left we will have to wait even longer for a reply. This is unacceptable customer service , not to mention I am having to pay for an item that is NOT what we ordered, what was promised, nor expected.. I do not want this item any longer.They can take this item back and I will be willing to take another warehouse item.
Business Response
Date: 12/13/2022
Our customer service team has now been in touch with the customer, and currently assessing the best course of action to resolve all concerns noted. The purchase made under sales order 0129201UXOM, is for a 4 unit sofa sectional grouping. The fabric selected for the products to be upholstered with, constitutes the purchase being a special order set. Special order items / orders are subject to servicing under the manufacturers warranty only, provided the concerns noted have been validated to be inferior by either workmanship or material. Only in a case where a validated defect cannot be resolved through a means of servicing, will an item be replaced. This would be in a case where the product cannot be made to meet or exceed manufacturing guidelines. The products would not be replaced in a case where the item/s in question have been made to meet or exceed manufacturing guidelines, though still do not meet a consumers given expectations. For more information regarding the product warranty & stipulations, please visit https://www.la-z-boy.com/content/CustomerCare/parts-warranty. For more information regarding the option of returns or exchanges, please review the reverse side of the sales purchase receipt. Thank You.
Initial Complaint
Date:12/01/2022
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 went in the showroom @ ********, **. ON 11-18-22 @ pd. Over ******* Cash for a loveseat to be delivered on *****. ***** showed me the computer open-end for del. On 11-22,the day b-4 del. I get a recorder from La-z-Boy that says delivery will be between 3:30 & 6:30 on *****, the next day. I knew I had to leave to go out of town on ***** as soon as the loveseat was delivered forThanksgiving. I waited, I get a recorder@ 6:40 that said it would be delivered in 1 hr. (7:30). At 7:25 I get another recorder said it would be delivered in 30 mins. (7:55). Five mins. Later @ 7:30 another recorder call said it would be delivered in 20 mins. (7:50 pm). I had to leave to go out of town, I'm 74 yr, female & did not want to drive @ night but I waited until 8:00 pm and NO DELIVERY! I left the house, I was told that a Budget truck pulled in my driveway at 8:15 pm. A delivery to a senior, 64 yr. Female that lives alone AT 8:15pm. I had to get rid of my older sofa to make room for the new and I've been sitting on the floor since *****. 7 days and nights. After Thanksgiving, ***** on ***** I waited for La-z-boy to call me, they didn't. I called @ 3:30 on 11;25 called & spoke to *****, store Mgr. She said she was not aware I didn't get my sofa. She asked me all kinds of questions like "why I did not have a sofa", why did I not call La-z-boy to tell them I had to leave @ 8:00 pm night of delivery" Remember my delivery time was 3:30 - 6;30!! ***** was being so ridiculous I had to say "bye" and hang up. She called me back & said "I called delivery and we don't deliver on Sundays&Mon.and we are booked for Tues. but we can get your delivery for Wed, ****. Seven days after they should have delivered. I told her Wednesday was too long, 5 more days to wait. I left it @ that. She sent me an email Sat. ***** gave me an ultimatum if I didn't agree she was canceling the order, putting my $******* in Mail in limbo. Not done explaining.still don't have del. Today is *****!!! Email to send to you
Business Response
Date: 12/16/2022
The order in question [1118204XWSR] has since been delivered. The original day of delivery (11/23/22) the delivery truck was running late due to multiple factors. The customer received periodic updates as the evening unfolded, beginning from 4:00pm directly from the store of purchase. The customer was updated / notified in addition at 6:30pm, 7:30pm, and then upon arrival at 8:00pm via the delivery truck in route. Our delivery trucks & personnel are instructed to continue with deliveries ( if running late ) as were are obligated to follow through upon the delivery date agreement. When the delivery truck arrived at the residence, the customer did not answer phone calls, nor respond at the residence door. The delivery truck did not receive any response from the customer, and left the residence, The delivery truck was then rescheduled to the following date of 11/30/22, in which the product was delivered at 2:30pm.
Initial Complaint
Date:11/18/2022
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.
Purchased 2 lazy boy chairs from qvc. The one is perfect. The other one has been hard to move the foot part since day one. And it has peeled all over. It is a mess. Tried to contact lazy boy. Tried emailing. Just dont get a response at all
Business Response
Date: 11/25/2022
Complaint ID ******** has been filed against the incorrect business. The business associated with this complaint does not operate in the *******, ** vicinity. The business this complaint has been filed against is independently owned and operated, and only operates ion the Atlanta, Ga. area. Please close this case and re-file with the correct party. Please contact La-Z-Boy Incorporated at ************ [or] QVC at ************ for more information on how to file your complaint with the correct entity. Thank You.
Customer Answer
Date: 11/25/2022

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:11/17/2022
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 bout a $1,100 recliner for my husband, was advertised as a chair for a big person, my husband is 64. At 15 months old the left arm broke and some other parts broke inside the chair. I called La-z-boy and it took over 30 days to get a technician to the house, he said a new arm was need and he would order it but it would not be in for 3 weeks. At 4 weeks I called and he had never ordered the part. A second technician came to the out and said it was the wrong part and would need 3 hours to fix the chair when it came in. Parts came in and the technician was to be at my house today but 30 minutes before his arrival I got a call stating he was injuries today and it will be another 30 days before the chair can be fixed. We will be without a chair for 5 months. I called the showroom where I bought the chair and they refer me *************** care where you are on hold for 3 hours.
Business Response
Date: 11/18/2022
Complaint ID ******** has been filed against the wrong business. The business associated with this complaint does not operate in the *************** / ********** ** vicinity. The business associated with this complaint only operates in the Atlanta, Ga. area. Please remove this complaint, and re-file with the correct dealer in your area. Please call La-Z-Boy Incorporated at ************ for more information on your local dealer. Thank You.
Initial Complaint
Date:11/11/2022
Type:Product 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.
On November 1st, 2021, I made a purchase from Lazy Boy Furniture. The order number is *********. The amount I paid for this order. Was $5937.81. Lazy Boy keeps Calling me. Saying that I made another order which I did not. I have tried and tried and tried to work with these people. And I'm getting nowhere. I tried getting ahold of the **************** and they won't let me talk to them because they say the account is accurate. I have a copy of my order. Stating it was paid in full. The other orders that they have I did not make. They are not even trying to work with me on this. And they are messing up my credit. I need help with this. They also have down in my credit report that I have been making payments on this other account from Nov 2021 to Sept 2022. I did not make any of these payments as I did not make any other orders with them. I paid off my order number is *********. I really need your help.
Business Response
Date: 11/14/2022
Complaint ID ******** has been filed against the wrong business. The business associated with this complaint independently owned and operated, and does not operate in Monroe, ** area. This business only operates in the Atlanta, Ga. vicinity. Please remove this complaint, and refile with the correct business. Please contact La-Z-Boy headquarters at ************ for the proper office you are trying to reach. Thank You.
Customer Answer
Date: 11/14/2022
Please file this claim against:
Synchrony Bank
P.O. Box 965033
*******, ** 32896-5033
**************
Business Response
Date: 11/15/2022
Complaint ID ******** has been filed against the incorrect business. The business associated with this complaint does not operate in ******, **. The business associated with this complaint is independently owned and operated, and only operates in the Atlanta, Ga vicinity. In addition, the business associated with this complaint is not a parent ******* of *************** Please close this case, and re-file with the correct party. Please contact La-Z-Boy **************** at ************ for information on the store you have purchased from in order to do so. Thank You.
Customer Answer
Date: 11/15/2022
This should have been files against. That was my mistake.
************** **************
777 ************************************************************
Business Response
Date: 11/15/2022
Understood. You will need to re-file a new complaint with Synchrony directly. Thank You.
Customer Answer
Date: 11/21/2022

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.

*******************************************
Initial Complaint
Date:11/07/2022
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.
Can never get a hold of the customer service department Ive tried for months numerous calls Its like they dont want to help. MY chair frame broke Lifetime warranty but no service to be provided The showroom stores dont help they only want sales
Business Response
Date: 11/08/2022
Complaint ID ******** has been filed against the wrong business. The business associated with this complaint is independently owned & operated, and only operates in the Atlanta, Ga. & ************, ** vicinity. Please close this case, and re-file with the correct business in your area. Thank You.
Customer Answer
Date: 11/08/2022
I filed a complaint against **** boys customer service. They only have one so how did I file against the incorrect business? **** boy isnt honoring their end of the warranty as I have tried for months to get my chair repaired
Initial Complaint
Date:10/31/2022
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.
my recliner is broken and I am unable to contact La Z Boy customer service.
Business Response
Date: 11/01/2022
Complaint ID ******** has been filed against the wrong business. The business associated with this complaint only operates in the Greater Atlanta, Ga. vicinity, not in the Greater *********, ** area. Please remove this posting / complaint, and re-file with the correct business. Please contact La-Z-Boy *** at ************ for further assistance. Thank You.
Initial Complaint
Date:10/24/2022
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.
We ordered a sofa in December last year. When *** y Boy came to do the installation they did not have the correct tools. They have not come back to install the sofa or the consoles.
Business Response
Date: 10/25/2022
Complaint ID ******** has been filed against the wrong business. The business associated with this complaint does not operate in the greater ************* area. The business associated with this complaint only operates in the greater Atlanta, Ga. vicinity. Please close this complaint, and re-file with the correct business. Thank You.
Initial Complaint
Date:10/12/2022
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.
I purchased a leather lazy boy recliner and picked it up on 10/6/22 with the help of a friend. They put the boxed chair in his truck bed and when I removed it at home noticed there was damage, example - torn leather, unfinished bottom of the back, scratches on bottom steal back rail and the biggest issue was the back was to wide to slide into the side ******, it was defective. I called the same day upset asking for a refund or a replacement but told it was the last one. Next I spoke with the store manager and sent her pictures explaining/showing my concerns. She advised I would need to pay $99 since I didnt pay for the delivery charge. It was not my fault the chair was defective and damaged but my concerns were passed on to the Service Manager ***** but with deaf ears, received the same response. After I left him a message, ***** called me back but not to listen to my concerns and then he talked over me. He then hung up on me! I was advised he is one of the owners in the ***** Region when I called back and was told I had no other option but to write a letter to the other owner. Never have I dealt with a company that acts in bad faith with their customers, doesnt address their concerns or listens to them. Lazy Boy needs to try to resolve their issues caused by their company. I just wanted to made whole again regarding my purchase.
Business Response
Date: 10/13/2022
Complaint ID ******** has been filed against the wrong business. The business this complaint has been filed against is independently owned & operated, and only operates in the ************, **. vicinity. Please close this case, and re-file with the correct business in the city that the furniture was purchased. Thank You.
Customer Answer
Date: 10/13/2022

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,

***********************************

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