Complaints

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

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• 

  La-Z-Boy

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

• 

  La-Z-Boy

  835 Barrett Pkwy Kennesaw, GA 30144-4926

• 

  La-Z-Boy

  4551 Olde Perimeter Way Atlanta, GA 30346-1247

• 

  La-Z-Boy

  6321 Arbor Place Blvd Douglasville, GA 30135-7116

• 

  La-Z-Boy

  250 Horizon Dr Ste 199 Suwanee, GA 30024-3171

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:11/24/2024

  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.

  What the Business Committed to Provide:I purchased a La-Z-Boy reclining sofa and fabric protection plan from the ******, ******* location, based on the brand's reputation for exceptional quality and durability---with the assurance that it was directly backed by La-Z-Boy and would cover discoloration and other issues. The sofa was expected to meet La-Z-Boy's longstanding quality standards and perform reliably for years.Since purchasing the sofa, I have encountered significant issues:Fabric Discoloration Claim Denied: Despite minimal use, a discoloration occurred on the fabric. When I submitted a warranty claim, it was denied without explanation. I only learned of the denial after personally visiting the store to follow up, as there was no proactive communication from La-Z-Boy.Reclining Mechanism Failure: A critical plastic component in the reclining mechanism broke, rendering the sofa unusable. This failure occurred despite infrequent use and highlights a design flaw or substandard material quality.Warranty Misrepresentation: I later discovered the fabric protection plan was managed by ServeCo, not La-Z-Boy, contrary to what was communicated during the sale.Inadequate ***************** Over six months, I have patiently waited for resolution. Instead, I have been met with delays and asked to pay for repairs out of pocket, despite these issues being unrelated to misuse or negligence.The business has failed to uphold its commitment to quality and customer satisfaction. Instead of addressing these issues under warranty, La-Z-Boy is asking me to pay for repairs.Resolution Sought:I am requesting:Immediate repair or replacement of the reclining mechanism at no cost.Resolution of the fabric discoloration claim.Improved communication regarding warranty terms and claims processes to avoid misunderstandings in the future.I trust the Better Business Bureau can assist in resolving this matter to ensure La-Z-Boy honors its commitment to quality and service.

  Business Response

  Date: 11/25/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the ******, *** area. All locations are independently owned and operated. The business this complaint has been filed against 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.

• Initial Complaint

  Date:11/05/2024

  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 purchased a recliner on 3-23-23 for my father who lives in an assisted living facility. It took 5 months before the chair was completed and delivered. It was delivered on 8-15-23. From the DAY OF DELIVERY the *** port has never worked. Initially, we tried different chargers and different outlets. Nothing worked. I called and asked for someone to come ***air it. Someone came on 7-12-24. A part was ordered and put in on 9-12-24. *** still did not work. He informed us the problem was after-market charging cables. He didn't have an Apple charger to use WHILE HE WAS PRESENT FIXING THE CHAIR. If it requires an ***** brand charger then the ***airman should have one to test with BEFORE he leaves. There is no way to produce a *** port that only works with a specific brand of cable. That said, we did what was asked and brought an Apple charger; it still did not work. I called lay-z-boy and told them. I was sent to speak to Chelsea ***** might be wrong) at ************. She told me it was the cable or not enough electricity to the outlet. Again, ludicrous excuses. If this is what you are telling your customer service **** to say then you should be ashamed. Now they want to pick up the chair and take it to the warehouse for diagnostics. Please remember the port has NEVER worked and we have tried various cables and outlets as YOU requested. I told her they could pick it up and asked for a loaner chair in the meantime. "No." My father lives in an assisted living facility and this is the chair in his apartment; *** never worked. We have done everything you asked. Repairman was incompetent; customer service *** is condescending and rude. My leather treatment was also never received. I was told it would be delivered with the chair. Delivery told me it was my responsibility to go to the store and pick it up. If that is the case I should have been handed it when I was in the store purchasing the chair. Lay-z-boy used to be THE place to buy a quality recliner; no longer.

  Business Response

  Date: 11/06/2024

  Complaint ID ******** has been filed against the incorrect business.

  All locations are independently owned and operated.

  The business this complaint has been filed against does not operate in the *******, ** area.

  The business this complaint has been filed against 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: 11/08/2024

   
  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:10/21/2024

  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 a recliner from this business. The recliner was damaged I ask for them to pick it up. They refused telling me to fill out a service repair (that I need to pay for) in order to have a BRAND NEW RECLINER repaired. I have filed a discrepancy with credit cards but no help with that either.

  Business Response

  Date: 10/24/2024

  Purchase order [*******DLAZ] was delivered to the residence 9/5/24. The order placed, and received, is a special ordered fabric recliner. In regard to terms of the sale, special ordered items are not subject to returns / refunds. Special ordered products will receive service under the manufacturer's warranty [ free of cost for the first year of ownership ] for both parts & labor, on any validated workmanship defect or material defect. The need for service does not qualify a special ordered item to be refunded or returned. The item has not been validated as a damaged product. The recliner was reported to have (a) loose threads on particular sewn seams, and (b) shifting of internal padding along the top portion of the headrest area. Both concerns are capable of being resolved through a means of servicing. The "refusal" being referred to, is a request to remove the chair from the home and issue a refund. It is not a refusal to service the product. 

• Initial Complaint

  Date:10/18/2024

  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 purchased a sofa from ******** and have had multiple issues with it and have had to have someone come out for repairs. We, again, are having issues and the company states the warranty does not cover it when it was supposed to be a lifetime warranty and they want us to pay for repairs.

  Business Response

  Date: 10/24/2024

  Complaint ID ******** has been filed against the incorrect business.

  The business that this complaint has been filed against does not operate in the *********, ** area.

  All locations are independently owned and operated.

  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.

• Initial Complaint

  Date:09/25/2024

  Type:Delivery 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 a reclining sofa and recliner back in June (I think). When the sofa was delivered, the delivery person tested the recliner functions and found that the left seat recliner of the sofa did not work. It got stuck when trying to raise and incline the seat, then it warped the whole frame. A service person came and was unable to resolve it after working for four hours and determined it was not a problem caused during delivery. So the local dealer (Nashua) ordered a replacement. It was delivered today, only to find that it had EXACTLY the same issue, but on the opposite side. The proposed path is a video call in 3 weeks to diagnose the issue. That is ridiculous! This is not a problem with the local dealer. This is obviously a quality issue coming from the factory. I mean, do they not even TEST the units before they ship them?!?!? We want a working unit, and if they can not deliver that on the next attempt, then we want a FULL refund on the sofa.

  Business Response

  Date: 09/26/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the ******, MA. area. All locations are independently owned and operated. 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: 09/26/2024

   
  Complaint: 22341378
  
  I am rejecting this response because it is obviously an automated rejection response, as they do with almost all the complaints I have read.  If they had read my complaint they would see I am complaining not about the local dealer but the factory that keeps manufacturing defective product.  They need to stop hiding and trying to deflect complaints that obviously have to do with the quality of the product that is being delivered.
  
  Sincerely,
  ***** ***

  Business Response

  Date: 09/26/2024

  This is an actual person, not an automated response. You have filed a BBB case against a La-Z-Boy retailer in Atlanta, Ga. We do not manufacture the product, nor did we sell the product in question, to you as the consumer. You have filed your case in error, and we are simply requesting that you refile with the correct entity. Thank You.

  Customer Answer

  Date: 09/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this explanation is satisfactory to me.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:09/18/2024

  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 bought a table from ******** for about $400 last November , plus 2 recliners. I still owe money on these purchases. This table has a finish that is chipping. They did a virtual visit, declined to scheduled a at home visit bc they deemed that I caused the damage.

  Business Response

  Date: 09/23/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the **********, ** area. All locations are independently owned and operated. 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.

• Initial Complaint

  Date:09/14/2024

  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.

  Purchased 2 electronic recliners from LazyBoy end of April. For months my husband and I have been ill with breathing, rash on back and eyes very red, etc. from the chemicals used in the new leather recliners. We didn't figure this out until after a few trips to the doctors and online research. ******* refused any type of refund since it was over 3 wks from purchase. In fact they had the nerve to want to charge us to pick up the chairs for possible resale. They should not be allowed to use harmful chemicals in the production of their furniture. TERRIBLE customer service considering how ill we've been!

  Business Response

  Date: 09/18/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *********, OR area. All locations are independently owned and operated. 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: 09/18/2024

   
  Complaint: 22286932
  
  I am rejecting this response because:  I purchased our furniture from the LB in ********* (address is in the attached jpg).  Just another way LB is ignoring my complaint.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/23/2024

  You have filed a complaint against the wrong location.

  You have filed a complaint against a La-Z-Boy location in Atlanta, Ga.

  All locations are separately owned and operated.

  Please file your complaint with the correct location. 

  Thank You.

• Initial Complaint

  Date:09/10/2024

  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 a power recliner on 5/27/24. Paid for half then paid the remaining half on 7/3/24. The recliner was delivered late July early August. On 9/7/24 sat in recliner and hit the power button to lift the foot section of the recliner. As it lifted to almost the full position I heard a snap and the recliner tipped forward. The foot reclining position will not work any longer. The chair leans forward when I hit that button. All the other buttons work fine. I called my sales *** who is wonderful by the way, and she called ***air center.(Saturday). The ***air center called me Tuesday around noon. I told them Fridays or Saturdays work best with work schedules. They said they have no Fridays or Saturdays available at all. I asked about October. Was told they dont have the schedule that far out and they would call the ***air person and see if they could work me in. Later that day received a text to call. Called the number where I was told the only day the service person comes to my area is on Tuesdays. Thats it. No other day. Just tuesdays. I said had to work and Fridays or Saturdays were best. They said Im sorry but thats the only day they can come fix the chair. At this point I just want the chair gone. Why should I have to take a day off with no pay to fix their issue. They also told me they may not be able to fix it the day they came out if they didnt have the correct parts which means I will have to take yet another day off work I cannot afford. They were not the least bit willing to work with me on a day thats more convenient for the customer. I would have waited til October to get fixed if it meant not having to take a day off. I will not be buying a lazy boy again due to this issue and it breaking little over a month of owning.

  Business Response

  Date: 09/11/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *******, KY area. All locations are independently owned and operated. 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.

• Initial Complaint

  Date:08/18/2024

  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.

  DOP-April ******.I special ordered a chair.Chair was delivered @ 6-30-23.Chair delivered was not the chair ordered.Delivery men left it anyway.I called the store where purchased in ******, Al. and let the owner know the wrong chair was delivered and the chair they left was broken.He apologized and said the company put the wrong chair in the box with my name on it.He said he would get with lazy boy and call me back.I waited. No call.I called back days later/ was told he was on an emergency and then the story changed to he was on vacation.Waited a week and called to see if they could fix the chair that was left until ours was returned. Owner called and said chair was reordered. I asked if they could refund that money. Told No,the order was processed.Asked if chair I had could be fixed and was told no my chair would be here before the repair man could come.I have taken off work on two occassions to have chair delivered.Today, August 17, 2024-was contacted by the store that my chair was being delivered to the store and they wanted to set up a delivery time.I told the lady what my availability time was and she put me on hold and then after the hold I was told the owner wasnt there only her and another employee and they didnt make deliveries on the weekend or past 6 pm could I come get the chair myself.I replied no I dont have a truck. As this is going on a person in the background is telling the person speaking to me what to say which made it difficult to hear either one.i asked if only one person could please speak.I tried once again to explain about the chair and the ladies got very short and cut me off.I paid over $1400 for the recliner and $250 for extra battery.I would like to get my chair. However,I feel neglected/abused/ the issues are just not important to lazy boy nor the store/owner/employees in *******This was supposed to be fun.How can I trust your guarantee should it break?Please issue a refund since the chair cant be delivered. I cant take off work.

  Business Response

  Date: 08/19/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the ******, AL area. All locations are independently owned and operated. 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.

• Initial Complaint

  Date:08/13/2024

  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/purchased two pieces of La-Z-Boy furniture from the *************, Ks store (*********************************)-a chaise and a couch to make a sectional. Immediately upon delivery, I responded to the company survey (giving it 3 out of 5 stars) stating the cushions were lumpy. Since that time, Ive reached out to ************* via ************** to customer ************************** about the poor quality of the cushions. The company sent someone out to look at it and assess my complaint. This *** said he could fix it (to which I was agreeable) but then I heard nothing back from him. I did, however, get a pillow insert in the mail from the company. Using that to fix the cushions is not an acceptable solution to me. With each passing day, ** convinced I fell prey to lazy boys former ***utation of a quality furniture maker who stands behind their product. This has not been the case and Im firmly convinced my furniture will not stand the test of time and within 2-3 years will be junk advertised for free on ************* Marketplace for someone to just haul it off. I understand theres a year warranty on my purchase and I want to return this furniture for a full refund. I have copies of email correspondence to ******************* where shes done literally nothing to resolve this matter knowing full well Im completely dissatisfied with this purchase and have been since the day it was ** delivered.

  Business Response

  Date: 08/14/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the ***********, ** area. All locations are independently owned and operated. 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.