Business Profile

Furniture Stores

La-Z-Boy

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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.

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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:03/21/2024
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.
Ordered 2 recliners. Was told of a price match guarantee. Found the same exact items on a competitors website for ****** less for each recliner. Contacted the store that did the paperwork. They told me to contact a different store. Cannot get anyone to honor this guarantee. The shipping is more from the competitors, but overall, the price is almost 1500 less. I plan on calling the attorney general about this as well.
Business Response
Date: 03/22/2024
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, GA 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:03/21/2024
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 on 2/7/24, that was delivered to my home on 2/15. *****************************, also the store manager, assisted me.At the time of my purchase I was a little unsure that the recliner would work for us. ******* encouraged me to take it home and try it out and assured me that if it didnt work, I would have 4 days to return it with no obligations.When the recliner was delivered to our home, we knew immediately that we didnt like it. The delivery guys suggested that we try the recliner without the swivel. And that it would be easier to leave the chair here, go into the store and try the chair without the swivel and if we liked it on the base instead of the swivel, they could have a technician come out and switch out the base right in our home. My husband was in the store on the afternoon of 2/15 to try it out and unfortunately didnt like it.It took over a week for her to initiate the return. The recliner was eventually picked up and returned, but the amount refunded to me was $359.84 short.******* responded to me that because it was returned, I would still need to pay the delivery fee, AND a pick up fee - totaling $359.84. She claims that Delivery is a service that was explained to me at the time of sale - it absolutely WAS NOT!She also lied to me. At the time I purchased it, I was going to pick it up myself. I have access to a truck and thought I could pick it up right from the store. But she told me I would have to drive to Atlanta to get it - the reason I agreed to the delivery. This was a bold faced lie, since I soon discovered that the warehouse is actually in ******, where I live!I never would have agreed to try it out at a cost of $350! I was mislead and deceived.Not only did I express this complaint to *******, I also sent a complaint to the District Manager, ***************************, by phone and email, and have not had a response from him either.I requested that $359.89 be credited back to my credit card.
Business Response
Date: 03/22/2024
The literature explaining this specific scenario, is stated on the reverse side of the sales invoice, under REFUNDS OR EXCHANGES. The buyer must notify the company of the desire to return or change stock merchandise for a refund within four (4) days of delivery or pick up. A separate delivery charge will be due should the customer require the merchandise to be picked up.
The customer paid a delivery fee to have the merchandise initially delivered to the residence, as well as a delivery fee to have the merchandise returned once authorized. The full amount of the product in question has been refunded. Delivery fees are paid for a service, and that service has been rendered. Only in the case of a sub-par delivery experience, would the fees paid for a delivery service be considered for crediting / refunding.
Customer Answer
Date: 03/22/2024

Complaint: 21460077

I am rejecting this response because:
The delivery service explanation is in very small print on the back of the carbon paperwork.
The **************** printed on the paperwork is NOT what I was told. I was TOLD I had 4 days to take it home and try it out, and if we were not happy with it, I would receive a full refund. I was also lied to in order to agree to the delivery in the first place! I was told that if I wanted to pick it up myself, I would have to drive into Atlanta and pick it up at the warehouse there, when in fact, their warehouse is right in ******, where I live!
I was DECEIVED and MISLEAD, and am still requesting a refund. I have attached a picture of the fine print paperwork, where no signature or initials were required to acknowledge the delivery service fees. The cost of the chair was approximately $1500. Who would KNOWINGLY risk 20% of the cost to try it out? I think no one! If this had been explained to me, I would never have agreed.
I believe this to be a deceptive and predatory practice by not insuring that the customer is fully aware of the printed delivery service fees. I don't intend to let this go, in the hopes that something like this will not happen to someone else.

Sincerely,

************************* **********
Business Response
Date: 03/26/2024
Your request to refund the delivery / removal charges has been denied. The stipulations pertaining to a purchase and the return of merchandise, are clearly stated and viewable. The company does not require a signature to acknowledge individual terms and conditions, nor does the company take liability for the lack of reading or the misinterpretation of those conditions. The charges incurred in both instances are / were avoidable, with transportation being provided by the consumer. At the point the company has provided transportation in the form of a delivery truck or technician van, those transportation services are rendered and charged accordingly.
Initial Complaint
Date:03/20/2024
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 a sofa for my house, i was told my couch would be delivered the following week. It has now been two months and i still havent received my product.
Business Response
Date: 03/22/2024
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, GA 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:03/15/2024
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.
Area Rug $374.99 + pad $99.99 (which when delivered was only a 1/16" rubber mat) + 5yr protection plan $50, originally purchased 12/23/2023 along w/other furniture. Rug had to be ordered due to larger size & delivered 1/16/24 (later than furniture). Rug was wavy, & did not flatten out in 3-5 days as told. After 11 days, on 1/27/24 I complained to Cust.Svc at the ********************** *************** store & sent photos. on 2/6/24 ***** in Cust.*** told me they'd pick up rug on 2/14/24 to steam & reverse roll it to flatten rug. On 3/2/24 they delivered the "repaired" rug, but it was worse than before. I took pictures & refused that delivery. Cust. Svc. has never called me back as I was told. I have had to call them on 3/4/24, again on 3/8/24, 3/12/24, & 3/13/24. Each time I feel I've been given the run-around by several people in Cust.Svc (**** and ********). On 3/4/24Omar stated **************** (***** &/or ********) would look at the returned rug and call me back that afternoon. I waited until 3/8 & when I called I spoke to ********. He stated the rug was being worked on that day & would take 2-3 days, then they would call me w/a delivery date. But on 3/12 I called again & ******** then stated he was waiting for Vendor authorization to get a rug replacement. When I asked when he spoke to Vendor, he said "last week after our email conversation". I stated we had no email conversation, it was "verbal" on 3/8 when he stated *** was being worked on (no mention of calling Vendor to replace). On 3/13/24 I called & **** looked at notes & did NOT mention anything written about Vendor replacing rug. Then **** put me on hold to check & then, without coming back to explain, forwarded my call to another person that I had never spoken to before, *********************, & got his voicemail. My message to him was that I was done w/this rug & run-around. I don't care if this was a "special order" I want a refund credited to the finance company I used, for the area rug, mat, and 5 yr protection plan.
Business Response
Date: 03/14/2024
Dear BBB,

We are sorry for any frustrations that this customer has encountered throughout their service experience.

The customers store of purchase in ******, **, 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: 03/20/2024
The consumer will be receiving communication from our customer service department regarding the return / refund of the purchase in question. All products in question will need to be verified as having been returned, prior to processing a refund. Thank You.
Initial Complaint
Date:03/10/2024
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 purchased $23000+ worth of furniture for our family room. We received the items on December 4, 2023. We had a designer help with selections and since she was no longer employed when we received the furniture, the sales person at the store came to our house within a couple of days. He stated that the couch was off center, where the 3 seats did not line up and would have a repair technician come to fix the problem. The repair person came 12/27/23. Since there are only 2 retired persons living in this home, we use our chairs almost exclusively. We took pictures on the delivery of the couch right and of the couch itself following the technician's visit. He said he could not repair the problem and would send our pictures and his to manufacturing. We were then given the contact person, ******, and her number by the sales person from the store, *****. We called several times asking for progress on this problem. We kept getting told that manufacturing has not sent a response. We finally got a response last week, on voice mail, to call ******. We called the next day, but as usual, we always have to wait for them to call back. So one day day later my husband spoke to ****** and she said that manufacturing said there is nothing wrong with the product and doesn't need fixing. I am using BBB as a vehicle to possibly resolve this issue. Even the salesperson remarked that there was something not right before we ever said anything to him about it. That means he saw it immediately. I attached 2 pictures, one with a blanket on top to emphasize the problem but you can also see the one without the blanket which is quite obvious as well as the headrest creases do not line up either. Please help us resolve this. If they want to take this back, they can have it. If they want to refund or repair, we will consider it. If they want to discount the cost, we will have to consider that as well. What is unacceptable is lack of consideration on this problem.The email the company may know is possibly different.
Business Response
Date: 03/12/2024
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, GA 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:02/20/2024
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.
Re: sofa purchased at the La Z Boy gallery at *********** in ************, *******.We are not happy with the decision made by La Z Boy to not repair our sunken cushion and fraying on our sofa. I understand that we were 1 year past the 1 year warranty and that you are going by the rules. I will let everyone that I know that we purchased an expensive sofa from La Z Boy and that it took us 10 months to receive it in the first place, and on year 2 of an expensive sofa it sagged from a 180-pound male sitting in that spot to watch TV. I will also let everyone know that the fabric in that spot frayed. It should not have frayed at all from just normal sitting in just 2 years. Previously we bought a La Z boy sofa that lasted us 20 years with no sagging and fraying. The only reason we sold it was because the color (hunter green) was out of style, and we wanted a new look in our living room. We are both on social security and we are not looking for sympathy, but we really couldnt afford this sofa in the first place, but we thought it would be a good investment as the first one lasted so long. I am sorry the quality of La Z boy has gone downhill, and I will be sure to pass this on to everyone I know.
Business Response
Date: 02/22/2024
We apologize that this has been your experience with your purchase. The pictures submitted have been reviewed at a corporate level, and it has been determined that the concern noted is indicative of wear over the course of time & attributed to a manner of use, and not considered to be defective as a result. Product performance can only be guaranteed for a limited time, considering a wide range of variables and environmental differences from one household to another. The affected fabric portion of your product can be serviced or replaced, depending on severity, though it would not be a covered service provided under the manufacturing warranty. Please see ************************************************************************ for in depth review of warranty coverage pertaining to your selected product. Thank You.
Customer Answer
Date: 02/22/2024

Complaint: 21320683

I am rejecting this response because:
A sofa should last more than 2 years. The photos do not adequately display the sagging. You would have to sit on it to see how badly it sags.

Sincerely,

*****************************
Customer Answer
Date: 03/01/2024

Complaint: 21320683

I am rejecting this response because: You really can't tell by a photo how badly the sofa sags. You would have to sit on it to see that it sinks down quite a bit when sitting on it.
We thought the fraying was a stain, so we contacted the company that we bought the extra protection plan from. Their response is it is not a stain, but it is fraying of the fabric.
I still don't think that a 2-year-old sofa of that price should sag or fray. I can see if it was older than 2 years. The store manager would not send anyone to the house to sit on the sofa to see how much it sags. If I were to guess it is a refurbished sofa or what they call a "lemon" and sadly, I got unlucky at a very expensive price. I would like to add that we are 2 senior citizens living in the house alone with no children that could have damaged the sofa. My husband watches TV in that spot because the speakers are centered around it. It should not have sagged or frayed in just 2 years.

Sincerely,

*****************************
Initial Complaint
Date:02/07/2024
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.
On 02/12/2023 we ordered a ************* Reclining Sofa. Description on bill of sale X44724 E153758 007 W2 for a total of $3346.99 plus shipping and tax for a grand total of $3839.61. The sofa was ordered at LA-Z-BOY Furniture Gallery-The Woodlands. The sofa was delivered to our home on 05/19/2023. At the end of June we called customer service and explained to them all the filling in the cushions on the seats and back were flat and the backs of the sofa were very loose. They sent out a technician to look at the sofa in mid July. The sofa was then picked up on 08/24/2023 and was dropped back off at our house on 10/05/2023. The repairs included restuffing all the cushions repairing broken wood frames in the back of the sofa. On 02/06/2024 we again called customer service as the cushions on the sofa were flat and we sink all the way down to the springs. **************** informed up that although the sofa was still under warranty we were responsible for paying for the technician to come to our home to look at the sofa. The charge was $125.00. They also informed us that if we wanted the sofa fixed only if they deemed it needed fixed, we would also have to pay a pickup and drop off back at our home charge of $200.00. Again they said there was no guarantee they would fix anything until it was picked up and looked at someone at there end. They also said if they deemed it was normal wear and tear nothing would be fixed and sofa would be returned to us and we would be out $325.00 and possibly weeks without a sofa again.
Business Response
Date: 02/08/2024
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the ********* area. All locations are independently owned and operated. The business associated with this complaint only operates in the Atlanta, GA 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: 02/08/2024

Complaint: 21258254

I am rejecting this response because: this is were sofa was purchased.
La-Z-Boy Furniture Galleries
16814 **********
*************, ** , 77384
Sincerely,

***********************
Business Response
Date: 02/08/2024
We are rejecting the complaint, being that the company you have filed this case against only does business [ operating ] in the Atlanta, Ga. vicinity -
We are privately owned and operated, and we are not associated with any business in the **************, including any La-Z-Boy dealership within the ************** -

Customer Answer
Date: 02/08/2024

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:02/01/2024
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 chair from them and before two years were up the upper part of chair is faded where head lays, we were told this would not happen when we purchased chair and even paid extra for leather conditioning products from store they recommended we have bought chairs at Big Lots that held up better than this and they have the nerve to say they showed picture to their specialist when they dont have anyone with a degree that shows they specialize in leather products, they are liars! And you people keep allowing them to get away with this SHAME ON YOU BBB !!!!
Business Response
Date: 02/02/2024
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, GA 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:02/01/2024
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.
The cushions on the back of my sofa do not have enough stuffing and they are flat after a very short time.
Business Response
Date: 02/02/2024
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, GA 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:01/31/2024
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.
La-Z-Boy used fake leather on the front sides and under the leg lifts which has peeled off. I contacted the retail company that I bought it from, *****'s Furniture, ******************************************************* (Phone352-245-8400) and they said it was "normal wear and tear". I explained that the chair was only used during my convalescence following a shoulder replacement. I contacted a local repair man who came to my house to examine the power recliner. He said it was not worth repairing. It looks terrible and I want to throw it away. It is a constant reminder that the La-Z-Boy brand is tarnished and meaningless.
Business Response
Date: 02/01/2024
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, GA 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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La-Z-Boy is NOT a BBB Accredited Business.