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Business Profile

Furniture Stores

La-Z-Boy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

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

Find a Location

La-Z-Boy has 10 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.

    • La-Z-Boy

      1810 Satellite Blvd Ste 300 att: Customer Service Buford, GA 30518-5063

    • La-Z-Boy

      250 Horizon Dr Ste 199 Suwanee, GA 30024-3171

    • La-Z-Boy

      1610 Mount Zion Rd Morrow, GA 30260-3012

    • La-Z-Boy

      135 S Point Blvd McDonough, GA 30253

    • La-Z-Boy

      835 Barrett Pkwy Kennesaw, GA 30144-4926

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/07/2022

      Type:Service or Repair 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.
      Delays in delivery of product, but that was expected because of Covid. However, customer support following the delivery is the worst. You spend an average of 90 minutes on hold waiting to speak with a customer service representative. Once you do get one it is always, we will research the issue and get back with you and they don't. No callback, no email, no follow up. Not sure when a company I always trusted and bought from for many years became one of the worst. Products don't last, failure to provide support and it is all about the sale and forget.

      Business Response

      Date: 10/08/2022

      Complaint ID ******** has been filed against the wrong business. The business associated with complaint ID ******** does not operate in the *********, ** vicinity. The business associated with this complaint only operates in the Atlanta, Ga. metro area. Please remove this complaint, and re-file with the correct business. Thank You.

      Customer Answer

      Date: 10/09/2022

       
      Complaint: 18183628

      I am rejecting this response because: ********************* I assume is responsible for the call center for the products they manufacture.  The issues are with the furniture they are selling throughout the country and not just specific to stores here in ************* is it my understanding from reading the response that they do not want to acknowledge the issues they are having with product and service? 

      Sincerely,

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

      Business Response

      Date: 10/11/2022

      With respect to the consumers position, they have not filed a complaint against La-Z-Boy Incorporated. They have filed a complaint against an independent dealer that only operates in Atlanta, Ga. If their wishes are to file a complaint with the correct party, please help the consumer in regard to guiding them on how to do so. Thank You. 

      Customer Answer

      Date: 10/12/2022

       
      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:09/28/2022

      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.
      I purchased a rocking recliner October 2019 and it needs repairing. When I lift the chair it falls off its track and falls down. The chair 30r512lb133465 fn 007 with 5 year protection l tcp-m. I've tried twice to reach customer service and waited on the phone for over an hour which no one answered. I saw where Lazy Boy has a terrible rating for customer service. What a shame because their product is very good,

      Business Response

      Date: 09/30/2022

      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 vicinity. Please remove this posting, and refile with the correct business. Thank You. 

    • Initial Complaint

      Date:09/19/2022

      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.
      Order placed on April 2 2022.We ordered a ***** sectional for our new home and understood from the sales rep that the required right arm sitting recliner needed to complete our sectional would be delayed. We took delivery of the armless sofa and left arm sitting chaise with the understanding that the recliner was not far behind. This was fine with us until we started noticing that what was meant to be delivered in July/August turned into September which has now been changed to October.The sofa is a mess without this final piece to hold the seat cushions in place and we are tired of waiting and being told each month that it will be ready next month.We have zero faith in our interactions with La-Z-Boy so far and want to file a complaint in the hopes that something will move along We have paid a total of $5830.74 canadian to this company and still have not received the third and required completing component of our sectional At this point we want the final piece delivered ASAP or we want a full refund and La-Z-Boy can take the other two pieces back and we will buy from another company

      Business Response

      Date: 09/20/2022

      Complaint ID ******** has been filed against the wrong business. The business this complaint is filed against does not operate in the *******, ** vicinity. This business only operates in the Atlanta, **. [***] area. Please close case ********, and re-file with the correct dealer. Thank You.

    • Initial Complaint

      Date:09/07/2022

      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.
      Ordered a lazy boy recliner on January 12,2022. Chair was delivered to Lazy boy store in ********** on August 3, 2022 and it was damaged. Store employee said no problem we will just order another leg. Got a call on September 5, 2022, saying they did not have the leather in stock and could give me no idea for a delivery date. Went to the store on September 6, 2022 to get my money amounting to $1830.00. Informed it was a special order and they would not refund my money. Ridiculous

      Business Response

      Date: 09/07/2022

      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 vicinity. Please remove this post, and re-file with the correct business. Thank You.

    • Initial Complaint

      Date:08/26/2022

      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.
      Order 352-24242 - Did not provide product, delivered defective product, does not respond to 20+ requests seeking resolution.Hello, we placed an order for furniture with your *********** Office. After the wait for delivery, We were told of impending delivery on 8/9 (unspecified delivery date) 8/11 Left unanswered message 8/13 Left unanswered message 8/14 Called again, was told delivery on 8/18 8/18 Received a call that one of the pieces had been rejected for quality control purposes. NO details 8/18 received sofa and love seat. Control for recliners was not included 8/19 - 8/24 called store (***********) 20 times seeking info on missing pieces, delivery dates on remaining furniture left messages. No response to any calls!8/24 We felt forced to drive to *********** La-Z-Boy. We asked to speak to a manager, but spoke to a salesperson *****. He essentially shrugged his shoulders said that he didn't know anything, but he'd look into the missing piece. He told us to call ************ to resolve the missing parts issue. Never called back 8/24 Spent 45m at day-end on hold with ComfortCare. the call was disconnected at the close of business. 8/25 Spent FOUR HOURS on hold with ComfortCare from 9:30 to 1:24PM only to be disconnected again!8/26 Called ComfortCare again- left another message requesting call back 20+ phone calls, 6 hours on hold, several days of time spent.I thought we were dealing with a reputable company!Respectfully,***********************

      Business Response

      Date: 08/30/2022

      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 greater Atlanta, GA vicinity. Please remove this case, and re-file with the correct business. Thank You.

    • Initial Complaint

      Date:08/25/2022

      Type:Sales and Advertising 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.
      I purchased a recliner from Lazy Boy a year ago, before my husband died. Unfortunately, he passed and never had a chance to use the recliner. It sat in my bedroom and wasn't used, until recently. Now the recliner leg lift will not go down. For two days, I have tried several times to contact their service department for help and have been put on gold, up to two hours. I even left a message for my local store. Please let me know, how I can get this repaired or returned. Thanks, *******************************

      Business Response

      Date: 08/30/2022

      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 greater Atlanta, GA vicinity. Please remove this posting, and re-file with the correct business. Thank You.

    • Initial Complaint

      Date:08/22/2022

      Type:Service or Repair 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.
      I purchased this chair with a Lifetime warranty on parts and paid my $80 share of labor for the chair to be repaired. It has been well over a year and the they just keep telling me the Technician is out sick and try to push it out more and more each time. This chair has been broken for over 2 years now and I cannot get any resolution for my warranty claim. They make me wait on hold today with 88 people in queue ahead of me, probably so I will just give up. I would just like for La Z Boy to replace my chair and I will never bother them again. Believe me I will never buy from them either. LA Z Boy already has photos and a detailed list of the issue. It was scheduled for a 3 hour repair.

      Business Response

      Date: 08/25/2022

      Complaint ID ******** has been filed against the incorrect business. The business associated with this complaint only operates in the Atlanta, Ga. vicinity, and does not operate in the **************. area. Please remove the compliant, and re-file with the correct business. Thank You.

      Customer Answer

      Date: 08/25/2022

       
      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:08/15/2022

      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.
      Purchased a custom Apholstered auto recliner from LaZBoy in ********** ** ************************************************************************** it. It is now listing to one side. It cannot be repaired and needs to be replaced but the company is NOT responsive. They need to honor their lifetime warranty but they are not doing so.

      Business Response

      Date: 08/18/2022

      Complaint ID ******** has been filed against the wrong business. The customer has purchased in the greater Seattle vicinity, and the business associated with the complaint only operates in the ****************. Please close the current complaint / file, and re-file with the correct business. Thank You.

    • Initial Complaint

      Date:08/14/2022

      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.
      I tried every combination of La-z-boy.com and even though that is the way they have it on their own complaint submission form it would not go through so I couldnt send them the photographs that I am sending to you. I tried to call but they are not in on this day and Ill try again but I think that it is incomprehensible that in this day and age they dont have a decent email address for me to send them these photographs of the unnecessary wear and tear and excessive showing through of the leather on the recliner that I paid $1200 or more for just a couple years ago.

      Business Response

      Date: 08/18/2022

      Complaint ID ******** has been filed against the wrong business. The business associated does not operate in the state of ********, and only operates in the ****************. Please close complaint file ********, and re-file with the correct business. Thank You. 

    • Initial Complaint

      Date:08/10/2022

      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.
      I bought a piece of furniture from lazy boy and it never arrived. They keep telling me it isnt ready yet. It was supposed to be delivered in Feb. 2022 and its now august.

      Business Response

      Date: 08/11/2022

      Complaint ID ******** has been filed against the wrong business. The business associated with this complaint only operates in the greater Atlanta. Ga. vicinity, and not in ************* area. Please void this case, and re-file with the correct business. Thank You. 

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

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