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

  1320 Pleasant Hill Rd Lawrenceville, GA 30044-3099

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:05/27/2024

  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 paid the last $4100ish (half) off on my sectional on May 6, 2024. It was delivered on May 14,2024. The feet on the corner secretion were incorrect-/ they are too tall and dont allow the piece to align and fit next with the two adjoining pieces. This causes my sectional to slide apart and all over my floor. The installers noticed immediately. One took pictures and said someone would call within the week. When nobody called by Friday I called the store. The service **** took my name and number. Nobody called by the next week. I called again. Nobody called back. I finally got the store mgr *****. He would have to look into it but he was going to be off for several days. He finally called me back on Memorial Day and said I am the 3rd person with this problem but he doesnt have a solution. I asked if he doesnt have a display model of the sectional in his floor and he said no. He gave me no time to call me back. Nothing. Just said he was sorry

  Business Response

  Date: 05/28/2024

  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:05/25/2024

  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.

  I purchased a recliner on February 19. The recliner was to be delivered on 3,4,24. As we discovered when they tried to remove my recliner that it was screwed down with four screws. When they tried to move the screws, they stripped them out. Instead of stopping after they stripped the first s**** they stripped out all for the screws. Then they said they were sorry got back in your truck and left. The property owner lives about a half a mile futher down the driveway.. They drove back to her house tried to turn around their front yard and got stuck. They use one of their tire chains to put down under the back tire to get themselves out, I have pictures to show everything. The reason I bought the recliner was because I was getting ready to have back surgery. So from February 19 through yesterday Lay z boy had my money and my recliner. And then I found out the recliner that I purchased in February has now been discontinued. The manager of the store never offered me half off on the chair Which he said they did on all discontinued items. So I end up buying a more expensive recliner but when I ask how they were going to fix removing the screws holding my chair in . And the manager at the store I talked yesterday to the manager and he said the delivery people do not work for Laz boy, he OK blew me off saying Id have to contact them but yet on the receipt I paid the money to the lazy boy store. Receipt says that I paid lay z boy for the delivery service. I cant personally remove the screws from my chair because of my back surgery.. I dont have any friends that live nearby. If I could lay down and get on my stomach and get up underneath the chair, I would have no problem drilling the screws out, and it will take less than 30 minutes to fix the problem So Im going to have to pay somebody to take the screws out. I have a chair to be delivered Thursday If we dont have something worked out by Thursday, Im gonna cancel the chair

  Business Response

  Date: 05/27/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *******, CO. 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:05/24/2024

  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.

  We ordered a reclining sofa and rocking chair in Jan 2024 and it was delivered April 16, 2024. When the delivery truck arrived and opened the door, I noticed our sofa was standing on end in the back of the truck. When they put it in our house, the cushions would not line up properly and the backs of the seats were all misaligned so that it looked like three separate chairs. The leather is puckered here and there and wrinkles have formed all over both pieces. Additionally, the lumbar support in both the rocker and sofa contacts your back. We notified the service ***** April 18th by phone and email that we wanted to return both pieces. On May 4th, they sent a service tech to our home. He documented our issues with pix and a statement noting that we wanted a refund. On May 10th, the service manager emailed us that our request for refund had been denied and that they would order parts etc and repair our furniture under warranty. This is unacceptable to us. We won't repair brand new furniture. As of now, the parts (unknown which) are supposed to arrive on Jun 3rd (not firm) and then schedule the repairs in our home. On May 13th, I filed a disputed transaction with my credit card issuer against this purchase. I have received a temporary refund of our purchase amount and the case is pending response from LazBoy Furniture. I notified the service manager that I had initiated the credit card disputed claim, and he simply replied that they would continue with the repair process. The quality of workmanship on this furniture is poor and the response from them has been to stonewall us vice accept the fact that our furniture is substandard to say the least. During this time, we have discovered that my wife is allergic to the foam LazBoy used in the seat cushions. She has eye irritation and starts sneezing after a few minutes in the chairs. I dont think that can be repaired. We regret this purchase will never buy from LazBoy again.

  Business Response

  Date: 05/27/2024

  Purchase invoice 0120401BTOW includes 2 special ordered items, being a powered operated leather sofa, and a power operated leather recliner. The items were delivered to the residence 4/16/24. Upon delivery, the customer initiated a service request, citing multiple tailoring concerns. The customer provided pictures of the concerns to be addressed on 4/18/24. The service department documented these concerns on 4/19/24 under Service invoice 0419498CNJW. An appointment was scheduled with a technician to view / inspect the concerns first hand on 5/4/24. The technician documented the issues accordingly, and also notated the customers' request to return the items in question for a refund. 

  After the necessary paperwork had been received into the service processing department, a plan of resolution was implemented to resolve all validated concerns. in some instances, tailoring inconsistencies are within manufacturing tolerance, considering the products are hand built. The customer was advised via email that the request to return was denied based on the items being special ordered. In all cases of validated concerns that are capable of being resolved through service, servicing of the item is pursued. 

  Once the customer received notification of the intent to service the items as described, and the request to return / refund had been denied, the customer initiated a credit card chargeback in response. The credit card dispute is still pending, and until the case has been ruled in either parties favor, we will continue to work towards resolving the validated concerns as obligated under the manufacturing warranty. 

  For more information, please view the terms of the sale / purchase, printed on the reverse side of the sales receipt. 

  Customer Answer

  Date: 05/27/2024

   
  Complaint: 21756405
  
  I am rejecting this response because:  The response is basically a timeline of what has happened since our delivery on April 16th.  It does nothing to address the basic complaint that the overall quality of the furniture is unsatisfactory.  Having to repair something the day it arrives, is admitting to the fact that it was shoddily constructed...common sense.  As to the no refund policy on special orders, I can't think of anything that wouldn't be a special order unless someone bought off the showroom floor which I would think is pretty rare.  So, basically, LazBoy doesn't have a refund policy.  Used to be in this country the customer was always right.  What ever happened to that?  The service manager here is trying to make us accept something we don't want by using the special order tactic.  I get it that the policy is on the back of the order.  Really, who reads all that small print?  We paid in full for this the day we ordered it in good faith of a high quality product from LazBoy...sadly disappointed.  If we thought a repair would be satisfactory, we would go with that but there is just too much wrong with both pieces and we don't want to go through the process.  This is affecting our quality of life in that we can't have guests into our home to see this furniture.  We again request a refund and pickup ASAP.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/28/2024

  This dispute will be handled through the credit card / charge back process. Our service department will continue to pursue resolution to all validated warranty claims, through the process of servicing the products under warranty. 

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21756405
  
  I am rejecting this response because:  The original complaint is still not being addressed.  LazBoy delivered us two poorly constructed pieces of furniture for which we paid in full.  I just can't understand why we should be forced to go through a repair process for something that should be perfect when it comes off the truck.  Repairing this furniture in our home is out of the question.  This is substandard, poor quality, craftsmanship on the part of LazBoy.  Your own service tech as well as a local furniture salesperson agreed with our assessment.  Stop stonewalling the customer and refund our money.  

  BBB, please forward this case with all responsest to LazBoy corporate headquarters.  Possibly they are unaware of the level of dissatisfaction with their customer service here in **.   Thank you.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/17/2024

  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 rug from Lazy Boy in October 2023, 7 months ago. The rug is matted down, lost it color. Around the edges where no one walks the color is fine. We are only two people who wear flip flops around the house. I have had rugs before that are still lasting me over 20 years and look perfect. We are very clean people. While having other yearly rugs cleaned, I had the rug cleaned and it still is dirty looking. I can't get Lazy Boy to even come to look at the rug. Two employees looked at pictures and agreed the rug looked terrible. I am told an employee experienced the same thing but hers came out when cleaned. Manager called and while polite and professional, he basically said his hands were tied from higher up. I am willing to have the rug replaced with a different quality of rug even if I have to pay the difference.

  Business Response

  Date: 05/21/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *******, AZ 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:05/15/2024

  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 ordered 2 chairs from lazy boy. 1 rocking recliner for my spouse and a high lift medical recliner for myself as I am disabled. It took approximately 6-8 weeks to deliver ,which is fine but after sitting in the high lift chair for 4 or 5 months, it's just unbearable to sit it. So much so I bought a additional cushion on Amazon just so I could stand it. I posted a review on yelp out of frustration and the manager *************************** stated they would need a name, ticket number, phone number to investigate the issue. I immediately edited the review to add the ticket number of 4-85592 and waited for a response....nothing. I called requesting ****** on 2 separate occasions to which the employee immediately stated she was with another customer.

  Business Response

  Date: 05/15/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their 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,
  ******* R
  E-Commerce Coordinator
  CM ******

  Business Response

  Date: 05/27/2024

  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:05/15/2024

  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.

  Purchased sectional sofa 4/08/23. This sectional is a lemon. 1st problem were that safety clips needed replacing. Then a the main the recliner motor went out and needed replacing. Which they did in home after months of waiting and chasing them down for an appointment time. In 2024 the same chair malfunctioned. Additionally, the opposite end chairs threading stared to unravel and the middle seat was incorrectly manufacture and sat lower than the other pieces. La-Z-boy agreed to repair the three items. They scheduled a pickup and then missed the pickup date. They rescheduled again to pick up all three pieces but when the driver came to pick them up he said he only had enough room for 1. They have now had the chair for over a month. The other pieces aren't scheduled for pickup and now our warranty is running out.................. We just want our money back. I uploaded the first couple of repairs service orders just to validate this is true.

  Business Response

  Date: 06/06/2024

  Customer ******* is currently working with our service department / service manager, regarding the finalization of all outstanding servicing required, and a discount on the items purchased. Thank You.

• Initial Complaint

  Date:05/07/2024

  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.

  Sales Order # ********** I recently purchased several items from you on 02/10/24, in the amount of $12,730.89, one of the items being a couch. I met with a designer, ******************** to discuss living room options. I specifically stated I do not like sectional line appearance as the couch would not be up against a wall and was assured it would not have a sectional appearance. I was provided a photo of the appearance of the back and front of the couch. Additionally, the couch's dimensions were 125 inches long and 39 inches deep. Please see pictures below. Unfortunately, on delivery, the couch has a distinct sectional appearance on the back and front. The picture provided to me at our consultation of the back of the couch prior to order has no resemblance to the actual product delivered in that regard. The length of the couch is 114 inches. The depth is correct. Additionally the credenza has a problem with door handles. I was informed at that time that I would have to contact the store,I called the day after delivery and spoke with the designer who stated I must have misunderstood her and assured my concern would be forwarded to the store general manager, ********************** and my sales representative. I did not receive a call back. After waiting a week, I then called the store again and spoke with my sales **** ******************** who had no knowledge of this concern or my previous call. He stated he would inform the general manager and have him call me. The general manager did call me the next day, and stated I received the items that were ordered. I was clear that this was not what was represented and offered to forward the pictures that I was given during my consultation. I was told this was not necessary and that there is nothing he could do and cited his 2-year working experience with the designer. I have been buying furniture from La-Z-Boy for 30+ years with no problem. This is totally unacceptable. Terrible customer service.

  Business Response

  Date: 05/08/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the Ft. *****, ** 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:05/03/2024

  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.

  On 3/16/24, we placed an order for a ***** Recliner (with glider/rocker base) and ******** Rocking Recliner. At the point of purchase, ****** (my sales rep) told me they had the ***** in the warehouse and would be able to deliver it to the store on Tuesday. Because it was a Saturday, she stated it may be March 26th as we may have not made the "cutoff" to get the order on the next truck. On 3/26 I called at approximately 4:00 pm asking for an update on the *****. I was told that my chair was in production with the ******** and would not be available for 6 or so weeks. I stated that I was told at the time of purchase that it was in the warehouse and would be delivered to the store for my pickup no later than that date. The gentlemen checked the warehouse and stated that there were no Caseys available and said he would have ****** call back the next day. (no callback) On April 28th, I called to get a status update. The gentleman that I spoke with told me that he would have it put on truck to be delivered to the store on Tuesday and that it likely wouldn't make this week as I probably "missed the cutoff". On 4/30 I was called and told my order was ready for pickup. We drove the hour and 20 minutes to get the order. When I got home, the ***** is broken! It makes a grinding noise when I tried to open it and the footrest and half the chair are lopsided. I called the store immediately and left a message. I'm 3 hours from 24 hours and have yet to receive a call back. My husband called today to ask to have a manager call back, but he also has not received a call. He did get sent to the maintenance ***** I have a BRAND NEW chair from the store. The fix "because they don't have maintenance in my area" is for me to bring the chair back and drop it off (they don't have availability days I have availability for 3 weeks). Then return after it's fixed to pick it up.

  Business Response

  Date: 05/07/2024

  The customer was contacted the day of filing complaint ID ********. The customer was informed that all products picked up by the customer, from the store location, require the product to be returned for service inspections. The customer opted to deliver the product to a residence roughly 80 miles from where it was taken into possession, out of a territory we provide service to. The customer spoke to a service representative on 5/1/24, and the service representative worked with the customer to determine if it is user error, or potentially defective. Though inconclusive, both parties agreed to schedule an inspection at the store location as suggested. That appointment is scheduled for 5/9/24.  

• Initial Complaint

  Date:04/30/2024

  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.

  Bought a recliner from La-Z-Boy Furniture-The Woodlands on 9/3/23. When you sit in it it sounds like a screen door opening on a 100 yr old house. It's been in for repair 3 times. Service has now had my chair for three weeks with no communication to me when I might see it again. I have called customer service numerous times just to leave messages with people who don't care. I have requested a new chair. That was denied. So instead I have no chair, no communication, just crickets.

  Business Response

  Date: 05/01/2024

  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:04/10/2024

  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.

  We contacted the company in regards to receiving the incorrect chair as originally it was supposed to be the wide chair that didnt rock but reclined we got a rocking and recliner that was not wide and does not recline very well. It has a problem with the reclining situation where it catches only part of the time, the feet extension will not stay up unless we try real hard and multiple times to make it catch. Weve called the company four time, they say their technician will call us and weve never received a call back yet. Thats three times for technician. My husband is handicap and needs his chair to lift his legs up , we want a full refund so that we can get a chair that actually works for us

  Business Response

  Date: 04/11/2024

  The customer / purchase was delivered under invoice 1111302BEIR to the residence on 1/16/24. The customer contacted the ********************** service department on 2/20/24 to initiate service, citing the leg rest mechanism is difficult to operate, and does not close completely [ appx. 1 month post-delivery ] . The customer was contacted on 2/22/24 to discuss service date options, though was unavailable, and a voicemail was left. The La-Z-Boy service department has been awaiting contact / response from the customer in order to continue with service. The chair would not qualify for a return / refund, based on the stated 4 day return policy. The customer still needs contact the service department at ************, option 4, in order to schedule & continue with servicing. Thank You.