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 has 10 locations, listed below.

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  La-Z-Boy

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

• 

  La-Z-Boy

  250 Horizon Dr Ste 199 Suwanee, GA 30024-3171

• 

  La-Z-Boy

  1610 Mount Zion Rd Morrow, GA 30260-3012

• 

  La-Z-Boy

  135 S Point Blvd McDonough, GA 30253

• 

  La-Z-Boy

  835 Barrett Pkwy Kennesaw, GA 30144-4926

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:01/12/2024

  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 new chair from La-Z-Boy from their website on 11/28/2023. We chose to pay part now and the rest when the chair was delivered. On 12/20/2023 we received an email from ************************************* saying that our chair was scheduled to be delivered on 12/21/2023 from La-Z-Boy ********* La-Z-Boy processed the rest of the payment for the chair being delivered. When we called that store, they said that they did not have this chair and it was still showing in production. I called La-Z-Boy customer service and they said they did not handle this and that I would have to call the local store where I purchased. I informed them that I purchased from the website and the email about delivery came from them. They said they would have to research and call me back. I waited 24 hours and called them back. After waiting on hold for 90 minutes, they asked me if I was sure I did not call in and tell them to process the rest of the payment. I asked them why would I call them requesting for the remaining payment to be issued when I still have not received my chair. I said I wanted the payment credited back to my account until chair was delivered. They said they would have to check with the other departments.I still have not heard back from them. I ordered from La-Z-boy website, not from a local shop. Do not tell me I have the wrong store. It is your main website. I still do not have a chair and you have all the money, which I did not authorize.

  Business Response

  Date: 01/15/2024

  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: 01/17/2024

   
  Complaint: 21136960
  
  I am rejecting this response because:

  We contacted our local shop, and they said since it was ordered online, it is an online problem.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/17/2024

  You have filed a complaint against a privately owned La-Z-Boy dealership in Atlanta, **. We are not the La-Z-Boy ***************** nor are we the dealership in which you have received your merchandise. Please file your complaint with the correct entity. Thank You. 

• Initial Complaint

  Date:12/22/2023

  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 6/17/23 we visited the store in ********, ** to shop for a recliner. We purchased model ****** Rocking recliner. Actually we purchased 2. One was available in ******* but the other had to be ordered. Several weeks later I got a call from the sales. She said the 2bd chair was delayed and had no delivery date.there was We are planning an out of state I did not want to deal with it so I canceled the second chair. Now on the first chair. We noticed that the inside arms were really hard. There was no padding that I did not recall being the case in the floor model. Then it started to creak when rocking. On 9/1/23 I got a sale notification email. I looked up the chair and it was on sale for $100 less and available in *******. I purchased online and processed payment by phone through the **** ** store. Picked up the chair. That's when we noticed the big differences between what should have been identical chairs. The first chair creaked, the footrest did not lock out, and the first chair did not have the padding that the second chair had. Call for service tech to come to house. He worked on the creaking (which has stared again) and the locking mechanism. He noted that the first chair was missing padding. In fact 3 service calls, all said it was wrong. They finally orded new arms that are missing the padding too. What they want to do is take the upholstery apart and shove padding into the arms. Since there is no way to reattach the factory level upholstery I said I did not want to do that. This is an expensive chair and it is turning into a mess. Now despite several calls to the service manager he does not call back. So we stopped into the **** store to verify what the store model was like. We explained the situation to the store manager. ******************** understood the situation and verified that the store model had padding. He sent an email to the service manager stating the facts and asking for a call back to me. I'm now waiting for a call that I know won't happen

  Business Response

  Date: 01/02/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the Pheonix, ** 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:12/20/2023

  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 bought a leather sofa from lazy boy and it is suppose to be genuine leather. It has peeled all on the arm of the sofa and we also have something coming through the leather like a steel part ? This sofa was over $3100.00!in 2015 and this should not be happening. Terrible service

  Business Response

  Date: 01/02/2024

  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, ** 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:12/12/2023

  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 have placed numerous calls to the ************ store to speak with the store manager ****, and so far, I have not received a call back. I have left many many messages at the service department phone number, with no calls back. My husband has called corporate last week and let everyone know how badly lazy boy has been to us. Specifically, the ******** store and service department. I finally got ahold of *************** service last week and he assured me *** the manager would call me back, and so far, no call back as of today. So this morning I called service again and ****** answered the phone and now ****** is telling me *** is on vacation. **** in the **************** is the only one even trying to help. But this goes above her.This is my last attempt to fix this issue, if you could please let the store manager know, I will be contacting an attorney on Friday, if I do not have a person scheduled to come to my home and fix my brand-new lazy boy couch that I paid over $7,000 for with all the maintenance/warranty packages. I have been waiting since September.... Order me a new set to replace this one or fix it, that is all I am asking!!!!! Stand behind your product and your word.PLEASE HELP ME, SO I DO NOT HAVE TO TAKE LEGAL ACTION! THIS IS REDICULOUS !!! Thank you,********************* Sales Order# **********

  Business Response

  Date: 12/13/2023

  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:11/20/2023

  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 this $4k recliner during the pandemic, patiently waited months to be stuck in it three times and lied to by the manager at the South Hurstborne Ln, ********** ** store while he was driving to the store from church. Yes people, from church. The first time I was stuck for hours, had use the restroom and was physically ill. The sales person nor did the delivery people ever tell me that you had to put batteries in the black box attached to the power cord to the wall. So I was stuck in the chair when the wireless remote and side "emergency" buttons stopped working and put the recliner in full, laid back position upon stop working. Yes people, it defaulted into a fully reclined position.My husband tried to use the side chair buttons to put the chair back to the "upright" position, and nothing. The chair was plugged directly to the wall, but they have this fun little flaw in the chair that if any battery stops working it will lay you flat to ensure you cannot physically get out of it. You can't even force the chair down manually to escape from it. What if an older person lived alone, and were to be defaulted into the full recline position, couldn't reach a phone and had a medical issue? They are screwed. If a battery stops working, but has just enough juice to make one last position change, shouldn't it put you in the upright position so you can actually get out of the chair?!? I purchased this chair due to having major medical issues during the pandemic that prevented me from sleeping in my regular bed, and it was long enough to where my feet did not hang off the end; I am 5'11". I made this very clear when shopping at the physical Lazy Boy store. I change the two 9 volt batteries & three aaa remote batteries, every three months so this would not happen again. Tonight, 11/20/2023 makes the third time this has happened. Once again the side rescue buttons did not work, the remote was lighting up, but unsynced itself from chair. Make this right Lazy Boy!!

  Business Response

  Date: 11/22/2023

  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:11/18/2023

  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.

  My complaint regards the sub-par durability of La-Z-Boy leather furniture.The leather surfaces are worn, flaking and peeling after normal use. We spent thousands of dollars on new leather furniture and received defective, poor quality products instead. We are now seeking justice for consumer fraud.La-Z-Boy led us to believe its bonded leather upholstery was actually quality genuine leather furniture.

  Business Response

  Date: 11/22/2023

  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: 11/23/2023

  This Lazyboy furniture was purchased in ***************, ** from the Lazyboy store on ***************** was not purchased in *******, **. We have a condo in ******* and wanted quality furniture, so we went to Lazyboy.

  We knew bonded leather was inferior, so we specifically asked the saleswoman for top grain leather. She assured us that what we purchased was. Our receipt, which I submitted shows leather.

  The internet has class action lawsuits against Lazyboy for duping customers by selling inferior bonded leather as top grain leather. The company knows this practice occurred..

  Business Response

  Date: 11/29/2023

  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:11/07/2023

  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.

  Laz-e-boy furniture denied to fix or replace a ******* loveseat I had purchased from them in September. When I looked at the loveseat when delivered, I did not expect to have a hole in the side of the couch where the attached cushions are. Laz-e-boy sent out a local furniture repair shop to come and take pictures, but after 4 weeks of waiting and calling, they denied my claim. **************** stated that Product control thought it was not anything untoward, and denied my claim. Anyone who comes into my living room, from a distance of 2 feet, can see the hole, large enough for a mouse to make a home. I was stunned that such an obvious flaw would be denied. Please go elsewhere to buy your furniture. Laz-e-boy is awful, cannot talk to anyone other than customer service. They should be ashamed of themselves for allowing this loveseat to be delivered with a blatant hole.

  Business Response

  Date: 11/15/2023

  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:11/03/2023

  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 bought a sectional on October 16 2023 more o less. When we bought it we ask for an upgrade on the fabril and pay the difference. They told us they didnt know how long it will take to deliver, they said maybe December. 2 weeks later after the purchase, we went to change the fabril to the original. We didnt ask to give us credit for the upgrade, just change the fabric to the original one. Now they want $1,250 more!!!!! Because is on production we ask when they will deliver and they said they do not know when or what stage on the process. If we want to cancel will be a fee of $1,250 so we do not have any options. They is so wrong. We are 2 months for the maybe delivery day. They *** know if will be 3 moths or more. They just want more money. We just want to get out at this point. We ***t trust them anymore.

  Business Response

  Date: 11/14/2023

  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:10/28/2023

  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 La-Z-Boy's most popular sectional in its most popular fabric on 9/3/23. The order was delivered to our home on 10/25/23. We are less than pleased with the console that was delivered, as it is not what was advertised nor what they have on the showroom floor. Immediately after delivery, I called the ********** times throughout the day to voice my displeasure, each time no one answered the phone. On Saturday, October 28th, we went to the local store to exchange the console for just an armless chair, and offered to pay the difference. We were told this was a "special order," and that they don't exchange special orders; however, the sales person again confirmed that we purchased the most popular sectional in its most popular fabric. We simply do not want this piece that was falsely sold to us, and would rather an additional armless chair. Every number we have called will not respond. We have contacted the store within the 4 day exchange period, as mentioned on the policy. Please assist in fulfilling our request for an exchange.

  Business Response

  Date: 11/14/2023

  Sales order 0903304AOUJ includes the item in question [ SC4724  E153752 ] being a sectional seating storage console. The sectional grouping selected was produced in a special ordered fabric. As a result, the purchase is subject to special order purchase stipulations, as stated on the reverse side of the sales receipt. Under sales receipt heading SPECIAL ORDERS: "30% of the purchase price is non-refundable in the event the special order is not accepted". The item in question was accepted into the consumers possession. Under sales receipt heading REFUNDS OR EXCHANGES: "There are no returns, exchanges or refunds on Special Order merchandise."

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20795361
  
  I am rejecting this response because: What was ordered was not what was received. Please see the images attached with comparisons to what is advertised as the console we purchased versus what we received. The console looks like a completely different piece. Also, the corner piece has completely different padding than the rest of the sectional. Again, please see images attached where you can clearly see how far down the corner piece goes when you sit on it versus the piece next to it. I would certainly be remiss if I didn't mention the poor quality of every single piece of the sectional. Pieces are already fraying, padding is already lopsided, the pieces do not fit together cleanly, it is all very uncomfortable, and this is all in a very short amount of time. La-Z-Boy prides itself on staying "true to the principles of our founders as we continue to bring quality and comfort to people around the world, as we enrich peoples lives by turning **********************," which is completely false. Neither quality nor comfort are in our sectional. For spending $6,000 on a sectional, we should not be experiencing these issues in the short amount of time that we've had the product. 

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

  Business Response

  Date: 11/15/2023

  The image submitted [ image (7) ] is a stock image of a different product, which is now discontinued. The product in the image provided, is of a " 4CS724 TROUPER CONSOLE ". What was ordered and delivered, is a newer design of the same product, having a stock number of " SC4724 TROUPER CONSOLE ". The original design of the console in question cannot be ordered or produced. 

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20795361
  
  I am rejecting this response because: My apologies - attached is SC4724, which again, does not look anything like what was received. Also, the company did not address any of the other issues with the product. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/25/2023

  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.

  ********* ordered 3 different pieces of furniture in November 2022. The pieces were delivered in late January/early Feb. I kept sitting in the middle seat of the sofa for the first few weeks, but one morning I sat in one of the reclining seats and put the foot rest up and the back felt hollow and made a popping sound. I called and a tech came out. He ordered parts and came back a month later to replace the parts. There are tips from where he replaced parts and the popping sound as still there. After another month or so of sitting down and the couch making a popping sound I called again. They sent the same tech and he said there was nothing they could do. So now Im out $3200 for a horribly made sofa.

  Business Response

  Date: 11/10/2023

  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.