Business Profile
Furniture Stores
La-Z-BoyThis 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 ComplaintThe 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:07/30/2024
Type:Delivery IssuesStatus: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.
Ordered a couch and chair told us it was going to be delivered today I got rid of all the furniture in the living room and now the couch is missing and no one can find it.Business Response
Date: 08/07/2024
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:07/04/2024
Type:Service or Repair IssuesStatus: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.
Fabric that is suppose to benleather has broken down and has a hole in it from normal wear and tear. Paid over $8000 for a two Piece set that one hasnt lasted five yearsBusiness Response
Date: 07/05/2024
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the McClellanville, ** 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:06/28/2024
Type:Product IssuesStatus: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 4/27/2024, I purchased (2) sofas from LAZBOY located at ******************************************. We received delivery on May 7th, 2024 of (1) sofa. LAZBOY advised that the other sofa would come later because it was not up to standards to deliver. After receiving the (1st) sofa, I called the store and spoke to our salesperson (who is also the sales manager), ***************************** on 5/14. I advised that we wanted to cancel the second sofa because we realized after delivery that (2) would not fit the space. She said she would cancel it from the sale and send me a revised receipt. After canceling the second sofa, my refund amount did not reflect what it should on my credit card.I contacted ******* again and she advised that she would get with accounting to determine why the full amount was not refunded. I spent the next month emailing ******* each week with no resolution. Our last communication was on 6/18/2024 when I emailed asking, again, for status. She advised that they would refund the sofa but I would be charged over $200 for delivery. I emailed her back and advised that I would not pay a fee that was originally waived. There is no verbiage anywhere on the receipt that advises that I would be subject to additional fees. I advised her that I actually saved LaZboy by canceling the second sofa because they were going to have to deliver again due to the 2nd sofa not coming on the first delivery. After 7 emails and 2 phone conversations, the chances of receiving my full refund has failed. I have been chasing $375 for 2 months now and they have yet to produce any proof of why they cant refund my full amount.Business Response
Date: 07/05/2024
Please contact our customer service department at ************, option 4, to review all transactions previously processed. This will hopefully determine any miscalculation on either side of the purchase. Thank You.Initial Complaint
Date:06/27/2024
Type:Service or Repair IssuesStatus: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.
***** suddenly sank and became unusable. The frame was no longer stable. We stopped using the couch and called for service repair or replace. First, La-Z-Boy customer service sent us to the incorrect division. After completing and submitting the information they required, and waiting several days for inspiration, we were told to call the original La-Z-Boy service number because we were sent to the wrong place. So, we called and were scheduled for service a month out. Service tech arrived assessed the problem and said parts would be ordered, and we scheduled an appt to repair, several weeks away. That day came and service tech arrived only to tell us he ordered the wrong parts. After he left, he texted that the new parts were ordered and would be arriving at our house. He said La-Z-Boy changed their scheduling, so I would need to call them to get on the schedule. I called, and it was going to be scheduled out several more weeks. After I complained about the amount of time it was going to take and mentioning our service tech said he had several openings the following week, we were then scheduled for a week away. The parts arrived and service tech came when scheduled. He worked for over an hour. I talked to him to see where he was in the repair. He told me he had to go because he was behind schedule. I saw that the fabric was loose and staples were hanging out of it along the front of the couch. The service tech recommended we look for a new couch, because the La-Z-Boy couch was beyond repair. He had underestimated the required repairs. I called La-Z-Boy furious at this point. I was told a manager would call me with a resolution within 2 working days. I received a call and email requesting more pictures of the damage so it could be assessed. This was not a resolution. I told them I had spend hours dealing with their warranty process and was unwilling to do more. They offered us $250 credit toward a new couch. Not a refund or replacement as promised in warranty.Business Response
Date: 06/27/2024
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.Customer Answer
Date: 06/27/2024
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:06/26/2024
Type:Sales and Advertising IssuesStatus: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 bought a lazy boy lifetime warranty with Service along with our love seat. The lazy boy broke on one side. I contacted the local company Who gave me a one 800 number to call after numerous calls I finally got a call back from a random number in *******. They have obviously outsourced the service. And no longer do the service themselves. Its a third-party who scheduled a video call and ordered parts I had to pay for a service call and wait again for a third party to contact me. The parts laz boy had ordered were incorrect according to the repairman, and its still not fixed and they have not contact me. I have emailed and left messages. I want the love seat replaced and the incorrect parts picked up.Business Response
Date: 06/27/2024
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:06/13/2024
Type:Service or Repair IssuesStatus: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 bought two recliners that were leather from La-Z-Boy in February 2024 the day they were delivered I called customer service and complained about the forearms on the chairs and the seat on one, they sent a replacement seat and four arms out with the service representative and the arms they sent were no better than what was on the chairs. It was documented by the service representative and returned, they did replace the seat. Around four weeks later they sent four more arms out and they were no better than the other ones. In fact they were worse they were documented by the service representative and returned. They will not answer our calls and I can't get anybody to call us back. I am at a loss.Business Response
Date: 06/12/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
The customers store of purchase is independently owned and operated. La-Z-Boy Incorporated does not have access to the service departments customer records. We have contacted the service department and requested that they contact the customer to assist with their concerns.
We kindly ask that this complaint be closed as the customer will need to continue to work through their store and service department.
Kindest Regards,
La-Z-Boy Incorporated,
***************************
E-Commerce Coordinator
CM # ******Business Response
Date: 06/19/2024
This case [ 0307498CEGY ] is currently being reviewed at a corporate level, to determine validity of claim, options available to resolve, and course of action to be taken. Thank You.Initial Complaint
Date:06/07/2024
Type:Service or Repair IssuesStatus: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 bought 2 recliners delivered about 1 month ago spending about $5200. The remotes stop working multiple times each day and have to be reset each time, a time-consuming procedure, and often leaving the person sitting in the chair unable to easily get out of the chair. The repairman came, said he's never heard of this before, said it might have to do with "something in the house", "maybe the Wifi", said that he could "troubleshoot" the issue if it weren't working at the moment, but when asked how he would "troubleshoot" didn't have an answer, just said he couldn't fix it. He left after about 5 minutes telling us to have a nice day without doing anything to "troubleshoot" or fix the problem. So we now have 2 expensive recliners that work poorly, and because of our health issues are very difficult to get out of if they happen to stop working when reclined. We would like to have the problem addressed.Business Response
Date: 06/07/2024
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *****, MD 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: 06/08/2024
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:06/02/2024
Type:Service or Repair IssuesStatus: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 a la z boy recliner at the Humble Tx location and in less than 3 years the chair has broken no less than 4 times. La-Z-Boy will pick up the chair, keep it for weeks on end and return it but the same part continues to break. I want a new chair or a refund and they refuse. The only option they will give me is to repair the same broken part over and over and over and over.Business Response
Date: 06/03/2024
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:06/01/2024
Type:Service or Repair IssuesStatus: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 got an ottoman in late November 2023. I contacted the store in ***** right away and told them about the problem. they said a few different times that they would call me back but they never did. This ottoman is not made correctly. The top is not firm and if you rest your feet on it, imprints remain. It is too soft to sit on. A man came to repair the sofa and he did that but he said he wouldn't repair the ottoman, but he didn't say why. This ottoman was $700 and it should not have been so poorly made. I want a replacement. It sags like an old piece of furniture. This is not acceptable and I am tired of contacting them and getting no results.Business Response
Date: 06/03/2024
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:05/28/2024
Type:Sales and Advertising IssuesStatus: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 complained within 6 months of purchase. Did not receive a call back called several times even went to the store 4 times. Left messages Finally in February the store said to wait til April because corporate was taking over. Then when I contacted the new corporate customer service they said they couldnt do any thing too much time had passed. This is not good customer service when you spend money on leather and it wears off. Horrible quality. They quit making that recliner but said they would replace the back. I was waiting for the new back when I was informed they would do nothing.Business Response
Date: 05/29/2024
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *********, FL. 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.
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