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Business Profile

Furniture Stores

La-Z-boy

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    This may seem minor to you, but I felt the person representing the business (La-Z-Boy - ************************, **) was extremely rude to me today (8/29/24). I asked ********* (last name not identified) if I could sign out a "wood sample" of a dining set so I could see how it matched with our home's wooden baseboards and wooden window trim. ********* said I could not. I said I had been able to sign out upholstery fabric samples 4 years ago and wondered why I could not do the same with the wood sample today. By "signing out" that means I would write a check or use a credit card to pay the required amount and when I returned the sample (within an hour or two) the payment would be credited or the check would be returned to me. At least that is what I was trying to say, but ********* interrupted me 3 times while I was trying to say I had done this at the same store 4 years ago, She interrupted by saying, "That is out of the question", "It's not possible to do that", and "That's up to Corporate". When I asked why I could do it 4 years ago but not today her response was, "You're welcome to take a picture with your phone. I'm not going to argue with you." My complaint is I definitely was NOT arguing with her. I simply wanted to know why the policy had changed. I'm ********************************************** such a manner by a salesperson. I felt she was an extremely poor representative for La-Z-Boy. I feel this description of my experience should be relayed to the CEO of La-Z-Boy so someone who is "higher-up" could talk to her about the importance of positive public relation skills. And also to inquire why "Corporate" no longer lets repeat customers allow customers samples to take home and return within an hour or two. (We live 30 minutes from the store, which is why it would require an hour just for going home and coming back to the store.) If you could pass this on to the CEO of La-Z-Boy I would be very appreciative. Thank you in advance. ***** *******

  • Initial Complaint

    Date:01/04/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a lift chair that stopped working 11/2/23. I called for service & had to pay $138.99. A service technician has been 3 times. After the second visit the chair worked for 2 days. After the 3rd visit tech said he did not know why it doesnt work.He would talk to service. I never heard back, but when I called back 12/4 I found out the service **** was closing & a new **** was opening 12/14/23.I call the store here& talked to ********* 11/21 at 12:14pm. She told me the store was being sold & call back after 12/15/23. I did.I called the new service **** 12/18, scheduled an appt for 12/26 but it needed to be rescheduled due to tech having Covid. Also, had to pay another $160 service charge & found out they do not have any service records from all my calls and tech visits.The next appointment was for 12/29. The tech arrived about 3. Turned the chair upside down and took pictures. Put it right side up checked connections, plugged it in & it worked. All was good until 1:30pm 12/30 when it did not work. This is exactly the same things as the second visit. Of course it is a holiday weekend again! Called service & left message. On 1/3/24, I was scheduled for another service call on 1/23/24. I told them that was unsatisfactory & was told thats when a tech would be in my area.My solution is very simple. #1 replace the chair. #2 refund my chair money plus my 2 service charges.I do feel that I did not receive the service I expected or deserved. At this point, I do not have anything positive to say about LazBoy. I am just so disappointed as I have dealt with several LazBoy dealerships over the last 45 years plus.Thank you.*************************

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