Complaints

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:05/10/2023

  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.

  Paid LaZBoy for delivery of a new couch. They subcontracted the service and the delivery people dropped the sofa base leaving 2 dents in my vinyl in the entry way and tore two holes in the vinyl in the stair entry, I sent pictures, notified LaZBoy, They acted like they would take care of it, asked for my preferred contractor (the contractor finishing work on my basement). I had sheet vinyl that they destroyed and wanted to replace it with left over plank vinyl I had. I offered to provide the vinyl at no cost if they would cover the labor. The talked with my contractor by phone and exchanged text messages. Yesterday, Carpetland was going to come and measure/quote the area. No one had talked to me about this or asked my permission. Today, LaZBoy is not being honest saying that quote is unreasonable from my contractor of choice to put down sheet vinyl. That was never the discussion. They are stalling taking care of the damage they did to my home. I don't find them to be discerning in choosing subcontractors, as evidenced by their choice of cheap/poor movers! I do not want to allow them to pick some poor quality cheap flooring person to cause additional damage to fresh painted walls and new flooring on the adjoining stairs. ****** their contact person has just lied. I have documentation of the text messages exchanged with my contractor. They have not been responsive in taking care of the damage they have done. I'm willing to go to court over this if I have to, do companies have NO standards of integrity?!!!!

  Business Response

  Date: 05/10/2023

  We have been attempting to work with the customer on finding a mutually agreeable solution to the problem.  We are more than willing to pay to replace the damaged flooring with a comparable product, which would be another sheet vinyl flooring.  The Customer wanted to replace sheet vinyl with an upgraded option, and the labor rates for installing sheet vinyl are lower than labor rates for installing the upgraded flooring.  We requested to have a second contractor with a good reputation in the community get measurements and give a quote so we know what the difference between their quote and the quote from the customer's ******************* is so we can make a fair and equitable offer.  Our contractor quoted approximately $1,250 for replacing the sheet vinyl and installation.  Her quote was around $2,000.  We were willing to pay the $1,250 for the sheet vinyl replacement as quoted by our contractor, or offer her $1,560 towards the upgraded replacement.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20039178
  
  I am rejecting their refusal to accept responsibility for the damage to my home and to select their own cheap contractor because: LaZBoy has demonstrated they do not use quality contractors as evidenced by their delivery subcontractor. I should have the right to choose who works in my home. I need to feel safe with who is in my home. I am providing the flooring at my cost, not theirs. I will be without use of my washer/dryer for several days while the flooring is installed, ANOTHER inconvenience, thanks to LaZboy! I had asked my contractor if the tears in the vinyl couldn't just be repaired and was told tears in sheet vinyl and the dents are not repairable. The vinyl LaZboy destroyed was newly installed in 2012 when we moved in!  I am choosing to put down vinyl plank instead of sheet vinyl and am covering the total cost of the product. They have known this since the initial discussions with *****!! 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/23/2023

  There was no refusal on our part.  We have given reasonable options to resolve the issue.  We were willing to pay MORE than would be required to replace 11 year old rolled vinyl flooring.  We have made an acceptable offer for resolution. 

  Business Response

  Date: 05/23/2023

  There was no refusal on our part.  We have given reasonable options to resolve the issue.  We were willing to pay MORE than would be required to replace 11 year old rolled vinyl flooring.  We have made an acceptable offer for resolution. 
  

  
  

• Initial Complaint

  Date:10/20/2022

  Type:Sales and Advertising 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.

  Date of transaction 7/30/22 Paid $1,874.30 Lazy Boy promises (and states on my receipt + their website) Lowest Price Guarantee. "LOWEST PRICE GUARANTEE If you would happen to find the same La-Z-Boy product for a lower price we will price-match it! If within 30 days after you order your La-Z-Boy product from us we offer a lower discount on that same product, we will refund you the difference. You mean the world to us, so naturally we want to provide you the greatest value at the easiest place to shop for furniture."Dispute - the LazyBoy lowest price match guarantee is false advertising and failure to honor a guarantee. I presented Lazy Boy with the exact same make and color of furniture with a lower price to price match. When shown all of the price match details, they stated they are not matching it. They stated the price match must be within the Davenport, ** area. However, no where on their ****************** location website or any other details (sales receipt) does it say this. When I tried to resolve the problem - the manager, ***** stated they don't include that detail because doing so would make the terms and conditions too long on the sales receipt - why not include on the website then? By withholding and not including this information, there lowest price policy is dishonest and misleading to customers. Had I known that piece of detail we would have made a different purchasing decision. I understand being able to only price match within your surrounding area but that should be made clear at time of purchase when a customer asks about Price Matching, on the Sales Receipt or on the *************************** store website.*This is an issue with the store - the sales associate was great.

  Business Response

  Date: 10/20/2022

  The sales associate explained the Lowest Price Guarantee to this customer prior to finalizing the sale.  The customer signed terms and condition that state that they understand the terms and conditions of the purchase including the Lowest Price Guarantee on 7/30/2022.  On 8/5/2022, customer reached out to their sales consultant wanting to "price match" an online sale for a store located in ******, ****.  We have a Lowest Price Guarantee not a price match policy. Our Lowest Price Guarantee is for local brick and mortar stores only.  We do not offer to refund the difference for pricing from online stores or stores that are out of our local area.  The Lowest Price Guarantee is valid within 14 days of purchase and must be within the same terms and conditions offered at the time of purchase.  This was explained to the customer at time of their purchase when they inquired and the customer signed a purchase contract stating they understood this.  The customer was explained the Lowest Price Guarantee once again and the option to cancel was extended to them at that time.  Cancellation occurring three or more days after purchase is subject to a restocking fee; this is also stated on the purchase contract.  This customer was well aware of the Lowest Price Guarantee as well as the restocking fee upon their purchase, as the purchasing contract is gone over section by section with each customer and they are required to sign off on it and given a copy to take with them. Our Lowest Price Guarantee is also stated on our website.  I have attached all supporting materials supporting the Lowest Price Guarantee that the customer would have been made aware of in store as well as online.  We don't offer a Price Match match policy, the customer is misinterpreting what she feels should be a price match.