Complaints

This profile includes complaints for La-Z-Boy Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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La-Z-Boy Inc. has 117 locations, listed below.

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• 

  La-Z-Boy Inc.

  1 Lazboy Dr Monroe, MI 48162-5138

  
• 

  La-Z- Boy Furniture Galllery

  1750 Boston Post Rd Milford, CT 06460

• 

  La-Z- Boy Furniture Galllery

  227 Federal Rd Unit 7 Brookfield, CT 06804

• 

  La-Z-Boy Furniture Galleries

  4054 William Penn Hwy Monroeville, PA 15146

• 

  La Z Boy Furniture Galleries

  340 Haddonfield Rd Cherry Hill, NJ 08002

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:06/26/2025

  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.

  I've called Lazy boy (local) 3 times now to ask to be removed from their physical marketing mail. Each time they assured me my address would be removed. I continue to get their junk mail sent to my house. I am asking that the company immediately remove me from all physical mail sent to my house.
  
  *** **** ***
  New Orleans, LA 70124
  
  I added "no further contact by the business" as the resolution as I don't want any more to do with this company. I just want to be left alone by them yet they keep sending me mail.

  

  Business Response

  Date: 06/26/2025

  Dear BBB,
  
  We are sorry for any frustrations that this consumer has encountered.
  
  The consumer's local store in Metairie, LA  is independently owned and operated. La-Z-Boy
  Incorporated does not have access to the store’s records.  
  
  Please note that all returns, exchanges, marketing martials etc. must
  be done directly at the customer's retail location where they purchased the
  furniture as they are their customer and all financial transactions have been
  made through their location (which is not linked to our corporate offices). We have forwarded the consumer's request to the dealer and requested they remove them from the mailing list.  
  
  We kindly ask that
  this complaint be closed as the customer will need to continue to work through
  their store of purchase.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ********
  Executive Escalation
  Specialist
  CM #898229

  Customer Answer

  Date: 06/27/2025

  
  
  Complaint: 23520286
  
  
  
  I am rejecting this response because:

   

  i have not purchased a single item from lazyboy and never will. These are mass mailings they send to everyone 

   

  what is the local branches email address? I am not going to continue to work with the local branch using the public means as they've failed to follow through after 3 separate requests via phone call. I now want the communication in writing
  

  Notice the absurd lengths someone has to go through just to stop being harassed...don't you want someone representing your brand to do better and have better means of handling someone wanting to opt out?

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

• Initial Complaint

  Date:06/13/2025

  Type:Customer Service 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.

  Hello, got an electric lazy boy recliner from my in laws. In the process of moving they lost the cord to plug into the wall to make the recliner work. Contacted my local store and was told to call customer service or check ****** and also submitted a contact me form around May 15, 2025 as well which it is June 12 and I have yet to hear back from that. So I called customer service instead, spoke to an employee who then told me I wouldnt be able to find the part on ******. She asked me to send photos of the dealer tag to her. I know nothing about recliners so I checked the bottom and found whatever information I could and send those photos in. Was told those were not correct. So I had my husband lift it so more and still was not seeing the dealer tag but gathered any and all photos I could and sent over to the same person I had been speaking to. Then was told still incorrect and finally given a ******* video on how to locate the tag. Finally got the photo of the tag and sent that in. After all that, this person replied back and sent me back all the photos I sent in and said which part do you need? Even though on the first initial phone call and the subject line, I explained I am missing a CORD for a recliner. So I replied back explaining the situation.. again on June 5th and have not heard a reply back still. I emailed on Monday June 9th to followup and it is now Thursday June 12th and still no reply. I need the cord to plug into the wall so I can get this recliner to work because it is electric. After she did not reply on Monday, I have her another two days and sent ANOTHER contact me form online to complain that I have not heard back and I also again have not heard back from the company either. I dont want anything except the correct cord to get the recliner working.

  

  Business Response

  Date: 06/17/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  The customers local store is independently owned and operated. ********************* 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. The customer may also contact the service department directly at **************
  
  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,
  *********************,
  ***** 
  ********* ********** **********
  CM #******

  Customer Answer

  Date: 06/18/2025

   
  Complaint: ********
  
  I am rejecting this response because:  currently my issue is not with the local store. My issue is with this customer service *** that I have been speaking to for over a month in regards to ordering the cord needed to get my electric recliner to work. After I explained to her a second time what I was needing, she has yet to respond to give me a chance to order the cord that I need. I was not asking to get a free cord or anything. I was willing to pay but I do not know anything about recliners or cords needed for the recliner so I dont know where to go to purchase or what it is even called. The service department at my local store was the one who told me to call customer service. When I called her, she told me to send photos and would help me so I could get this cord ordered. I still have not heard back. So I respectfully reject this answer. 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 06/19/2025

  Dear BBB,

  Thank you for alerting us to the customers reply.

  We have forwarded the customers concerns to their service center and requested that they contact the customer with an update regarding the order.

  
  Kindest regards,
  La-Z-Boy Incorporated,
  *****.
  Executive Escalation Specialist
  CM #******

   

  Customer Answer

  Date: 06/20/2025

   
  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.
  
  ***** has been the most help I have ever had with this business  thanks again 
  

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/11/2025

  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 purchased two lazy chairs (11/23/24). When the chairs were delivered the back of both chairs were completely broken. Broken back and broken lumbar support, the seats are sagging. They sent a technician two times for this matter. The technician said that these chairs are non repairable and that even if he attempted to repair them they would continue to break worse. Since the chairs cannot be repaired. I request a refund for both chairs for the total amount of $5,176.85. Lazyboy company refused to refund the money.

  

  Business Response

  Date: 06/12/2025

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

  We contacted the customer and offered in-store credit in the amount paid for these chairs, to purchase a different style of chair.  The customer declined this resolution advising they are only accepting of a refund.  All refunds must be done directly through the retail location of the purchased furniture as all the financial transactions have been made through that location (which is not linked to our corporate offices).
  
  We have forwarded the customers communication to the store of purchase for review. Once the review has been completed, the customer will be contacted.
  
  Kindest regards,
  *********************,
  ******
  Executive Escalation Specialist
  CM # ******

• Initial Complaint

  Date:06/06/2025

  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.

  We Purchased 2 recliners back on 3/7/25 at the ***********, AR store.Salesman tells us they will be delivered in 4 to 6 weeks and no longer than 8 weeks. No one has contacted us. I called shortly after the promised time. At no time have they called and given us any information about our order. We had made a down payment at time of purchase. This needs to be resolved either with the delivery of the recliners or a refund of our deposit.

  

  Business Response

  Date: 06/11/2025

  Dear BBB,

  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  The customers store of purchase, in ***********, AR  is independently owned and operated. ********************* does not have access to the stores customer records. We have contacted the store and requested an update on the customers order. Once a response has been received, the customer will be contacted with an update. 

   

  We kindly ask that this complaint be closed as the customer will need to continue to work through their store of purchase.
  
  Kindest regards,
  *********************,
  *****.
  Executive Escalation Specialist
  CM #******

• Initial Complaint

  Date:06/04/2025

  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 believe La-Z-Boy should either repair or replace the chair I purchased, which has become defective after only 500 days of use. If they choose to repair it, I believe that—per their stated values around customer goodwill—they should at minimum waive the inspection fee. I purchased the Randell Power Rocking Recliner w/ Headrest, which is part of La-Z-Boy’s “Big & Tall” line. While not explicitly labeled “heavy-duty,” the chair’s design, materials, and specification, clearly suggest it was intended to be more durable than standard recliners. This was a significant purchase for me. I spent nearly the entire lump sum I received from Social Security to buy a quality recliner that would support my chronic back and sciatic pain. I chose La-Z-Boy specifically for its reputation for comfort and durability. I have treated this chair with great care. I am the only person who uses it, and I have always used it gently and respectfully. Despite this, it broke just over 16 months after purchase. Considering La-Z-Boy advertises that their recliners are built to last 7–10 years under normal use, the early failure of this product is extremely disappointing and, in my view, unacceptable. To make matters worse, when I contacted La-Z-Boy customer service, the representative who returned my call was rude and immediately tried to place the blame on me for allegedly being too rough with the chair—despite me clearly explaining that I’ve used it gently and exclusively. She was unwilling to offer any meaningful assistance or take my concerns seriously. I felt dismissed and disrespected during the call, which only added to the frustration of this situation. Given the product’s intended design, my personal circumstances, the financial sacrifice I made to purchase it, and my experience with customer service, I respectfully request that La-Z-Boy either replace the chair or repair it at no cost to me—including waiving the inspection fee as a demonstration of goodwill.

  

  Business Response

  Date: 06/05/2025

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their service
  experience.
  
  La-Z-Boy offers a
  limited lifetime warranty on the parts of the frame, mechanism, and springs,
  against manufacturing defects, for as long as the original purchaser owns the
  product and can supply their dated receipt as proof of purchase. Fabric,
  leather, and standard foam padding have a one-year warranty, against
  manufacturing defects, from the date of delivery of the furniture into the
  customer's home. Labor to repair or replace any defective parts is covered for
  one year from the date of delivery of the furniture. The following is a link to
  our full manufacturer’s warranty: *************************************************************

  After reviewing the call the representative advised of the manufacturing warranty and explained due to the unit being outside of the one-year labor warranty, there would be in a service for the in-home visit. The consumer advised they could not afford the service and were offered a virtual visit and explained that if in-home repair were needed the service fee would apply. There is no implication from the representative during the call, that the consumer was to blame, she only explained the warranty terms and provided what options she could offer. 

  
  We kindly ask that
  this complaint be closed as we offered options to repair within the terms of our manufacturing warranty 
  Kindest regards,
  La-Z-Boy Incorporated,
  
  Executive Escalation
  Specialist
  CM #******
  

  Customer Answer

  Date: 06/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I appreciate La-Z-Boy’s response, but I must respectfully reject it.
  While I understand the one-year labor limitation, I am concerned that a premium piece of furniture is already experiencing mechanical issues. Given that the frame and mechanism are under a limited lifetime warranty, it places an unreasonable burden on the consumer to pay out of pocket simply to validate a claim.
  I purchased this item in good faith, trusting in La-Z-Boy’s longstanding reputation for quality and service. I am now respectfully requesting that the company reconsider its position and offer a one-time courtesy in-home inspection or repair, especially since the problem may stem from a manufacturing defect.
  I hope La-Z-Boy will view this as an opportunity to demonstrate its commitment to customer satisfaction and long-term brand loyalty, and provide a resolution that reflects the standards its customers expect.
  Sincerely, 
  **** ***

• Initial Complaint

  Date:06/03/2025

  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.

  - order placed on 09/25/24, delivered to home on 11/09/24- $4105.23- table and chairs table was delivered and would not close when put the leaf in, two chairs scratched upon delivery, we kept them and new table and two chairs ordered. delivered on 12/14/24. in march we started noticing some major scratches on the table, which is used by us minimally as two adults only in the house. were were told if we purchased the 5 year warranty it would cover anything and we would get a new table. we were told the table/chairs were made in Canada (Canadel) if you look under the chairs it says made in Vietnam. We filed a claim in March about the scratches and how the table is just cheap and basically defective, if you can scratch with your fingernail and rub off the "coating" something is wrong. The store refused to help us and told us to go to warranty company, they asked for photos and a facetime call, on April 9th. After the call we heard nothing. We went back to the store to find out what was going on, and they were going to check. After several emails and phone conversations I called their corporate office, they have agreed to give us a store credit for the table only, and will not allow us to have a warranty on it as we abused the current warranty with "wear and tear". The table was not 4 months old, we do not even sit at it everyday, and were told it was a great table and durable! So we are basically being punished for not doing anything wrong and we can keep the chairs and find another table and they just wont match. or they will give us a 3rd table same kind in 6months, with no further warranty. A $100 table from walmart would be more durable! We want a credit for the full amount and they can have their table and chairs. We do not want any furniture from a store that takes your money and dumps you as a customer when there are issues. I attached the receipt and photos, i can forward all emails also.

  

  Business Response

  Date: 06/04/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has
  encountered throughout their service experience.
  The customer purchased the Kincaid Kafe Dining set in September
  2024. The final delivery was on December 14 2024.
  Kincaid offers a manufacturing warranty against manufacturing
  and/or material defects for one-year from the date of delivery. Labor to repair
  or replace any defective parts is also covered for one year from the date of
  delivery of the furniture. This warranty is honored by La-Z-Boy as authorized
  seller of Kincaid Casegood products.
  At the time of sale, select La-Z-Boy retailers offer
  additional protection plans through various third-party companies, who offer
  coverage on an assortment of concerns that fall outside of the manufacturer's
  warranty. Upon reviewing this customer’s concerns, we found that the customer purchased
  a protection plan through a company called ServeCo.
  As the scratches on the table were not found to be a result
  of a manufacturing and/or material defect, it did meet the warranty terms. Therefore,
  the customer was referred to the third-party protection plan company, ServeCo.
   ServeCo advised they
  denied the customer’s claim due to the damage being accumulated and not meeting
  the terms of their warranty.  Which is
  when the customer contacted us again about the table and now a dining chair
  that was had a screw falling out. We offered to provide service on the one
  dining chair that was reported to have a lose screw. The customer declined
  service to the chair stating he could live with the dining chair but wanted the
  table replaced.
  ServeCo agreed to provide a partnership with La-Z-Boy to
  provide a one-time reselection of the table, with the understanding the third-party
  protection was no longer valid for the new item.  As ServeCo is a
  third-party company, La-Z-Boy is unable to overrule their decision to deny a
  claim for any reason.
  The customer requested the dining chairs also be provided a
  reselection. In accordance with the Kincaid manufacturing warranty, these items
  have not been found to have an non-repairable manufacturing and/or material
  defect and therefore will not be replaced.
  We, La-Z-Boy, have acted outside of the terms of the
  warranty as well as ServeCo, and provided an option for resolution.  As such, we kindly ask that this complaint be
  closed.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ********
  Executive Escalation Specialist
  CM # ******

  Customer Answer

  Date: 06/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The scratches on the table are definitely because of a material defect. You can scratch your fingernail on a table and have the coating peel off!!!!  The table is a piece of crap. It is not wear and tear and it should be covered 100% under the one-year warranty..
  
  Sincerely,
  
  
  
  ******** **********

  

  Business Response

  Date: 06/06/2025

  Dear BBB,
  As stated La-Z-Boy offers a limited 
  manufacturing warranty against defects our casegood piece for one year. Labor
  to repair or replace any defective parts is also covered for one year from
  the date of delivery of the furniture.

  
  Damaged caused from external sources are not a result
  of a manufacturing and/or material defect. As the customer has stated they have
  scratched the veneer with fingernails resulting damages not related to a
  manufacturing and or material defect. However, they have been offered a
  reselection of the table as a courtesy. ServeCo has denied  third-party accidental coverage on the reselection. As Serveco is a separate entity from La-Z-Boy, we cannot override
  or influence their decision.

  
  We, La-Z-Boy, have
  acted outside of the terms of the warranty as well as ServeCo, and provided an
  option for resolution. As such, we kindly ask that this complaint be closed.

  
  Kindest regards,
  La-Z-Boy
  Incorporated,
  ********
  Executive Escalation
  Specialist
  CM # ******

  Customer Answer

  Date: 06/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  we will accept an in store credit we will not admit that what the are saying is true, it is a substandard table that is not worth $2k, however we will report to the store and place the credit towards another table, another brand and be done! 

  They can take our tabke and will  gladly accept the $500 we paid for the extra warranty to be credited also since they are taking it away from us .

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

• Initial Complaint

  Date:05/27/2025

  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.

  When my recliner broke, I went and bought one at your store in Eastgate on March 22. I am 88 years old and many nights I sleep in my recliner. On March 27, I found and told La-Z-Boy I was going to either cancel or at least delay the purchaof the chair because the chairI owned might be fixable. On 29 March, I called and canceled the purchase of the chair because my old cut chair was fixed. The man I talked to said I had to talk to ****** and ****** was not there. I called ****** on Monday and he said hehad to talk to someone else. I think the name was ***. I have heard nothing from anyone. You have the chair and you have $2100 my money. When I talked to ******, I tried to convince him it would be good business not to get a bad reputation and that he should giveme credit.

  

  Business Response

  Date: 05/29/2025

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their purchasing
  experience.
  
  We have forwarded
  the customer’s communication to the store of purchase for review. Once the
  review has been completed, the customer will be contacted.
  
  Kindest regards,
  Kindest regards,
  La-Z-Boy Incorporated,
  ********
  Executive Escalation
  Specialist
  CM # 896036
  

• Initial Complaint

  Date:05/23/2025

  Type:Customer Service 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 sectional from them and I realized that one of the pieces that I ordered were going to be too big to fit in my living room. I have taken delivery of the pieces that fit and I have refused delivery of the other item. I have spoken to the store and their customer care and they refuse to do a return on the item saying that it was custom. The item is upholstered in a common fabric. I was not made aware that my item was custom in any way I was told by the salesman and delivery people that I had 3 days to return. I have not even taken delivery of the item.

  

  Business Response

  Date: 05/27/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  We have forwarded the customers communication to the store of purchase for review. Once the review has been completed, the customer will be contacted.
  
  Kindest regards,
  Kindest regards,
  *********************,
  ******** 
  Executive Escalation Specialist
  CM #******
  

• Initial Complaint

  Date:05/13/2025

  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 A MACKENZIE CUSTOM FABRIC OTTOMAN ,MEASUREMENT 32"w x 24"d x19.5"h.I ORDERED THE MACKENZIE COUCH SAME CUSTOM FABRIC 9/5/2024.
  THE OTTOMAN HAS BEEN DELIVERED 3 TIMES AND I DIDN'T ACCEPT THE OTTOMAN BECAUSE IT WAS THE WRONG SIZE.THE OTTOMAN IS 17"TALL IT SHOULD BE 19.5" TALL.LAZBOY WANTS ME TO ACCEPT OTTOMAN SO THEY CAN SEND SOMEONE FROM THE WARRENTY DEPARTMENT TO CUT THE OTTOMAN ADD 2.5".IF I DON'T LIKE THE RESULTS AND SEND THE OTTOMAN BACK I WILL HAVE TO PAY A RESTOCKING FEE.I WANT THE OTTOMAN TO BE DELIVERED WITH CORRECT MEASUREMENT.NOW I PAYING 2,155.99 FOR A MACKENZIE COUCH AND CAN'T GET THE CORRECT OTTOMAN TO FIT THE COUCH. WHY WOULD THEY SELL ACCESSORIES THAT DON'T FIT THE COUCH.IF LAZYBOY CAN'T MAKE THE OTTOMAN TO FIT THE COUCH THEY SHOULD TAKE THE COUCH BACK AND I CAN TAKE MY BUSINESS TO ANOTHER STORE.AND IT WON'T BE LAZBOY.I ORDERED THE OTTOMAN 12/02/2024.SALES TICKET NUMBER 315-45920

  

  Business Response

  Date: 05/13/2025

  Dear BBB, 

  We regret any frustration the customer has experienced throughout their sales and delivery process.

  Upon reviewing the concerns raised, we found that the customer has been actively working with their local store toward a resolution. The store offered to reorder the ottoman; however, they also advised the customer that due to the handmade nature of the product, a variance of 1–2 inches falls within our manufacturer’s specifications. The customer declined this resolution, and as a result, the store offered a refund for the ottoman.
  

  Unfortunately, the store is unable to issue a refund for the sofa, as it was purchased last year and no defects have been identified.  

  We kindly ask that this complaint be closed as the customer needs to continue working with the store for a resolution. 

   

  Kindest regards,
  La-Z-Boy Incorporated,
  *****. 
  Executive Escalation
  Specialist
  CM #******

   

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: LA-Z-BOY IS STATING THAT DUE TO THE HANDMADE NATURE OF PRODUCT,A VARLANCE 1-2 INCHES FALLS WITHIN MANUFACTURE 'S SPECIFICATIONS.LA-Z-BOY TOLD ME THAT AFTER I PURCHASED THE OTTOMAN.WHEN I ORDERED THE OTTOMAN FROM STORE I WAS TOLD THE OTTOMAN WAS 19.5"T 32.0"W 24.0"D .THE MACKENZIE THEY ARE SENDING ME IS ONLY 17.0"T ,THAT DOESN'T FIT THE MACKENZIE COUCH. THAT'S WHY I FEFUSED DELIVERY. IF LA-Z-BOY FURNITURE IS HANDMADE  CUSTOM MADE THEY SHOULD BE ABLE TO MAKE OTTOMAN 19'5"T FROM MANUFACTURE'S.LA-Z-BOY WANTS ME TO ACCEPT THE DELIVERY SO THEY CAN SEND CUSTOMER CARE TO TEAR UP OTTOMAN TO ADD 2.5".IF I NOT SATISFIED WITH WORK AND SEND OTTOMAN BACK YOU HAVE TO PAY 30% RESTOCK FEE AND OTHER CHARGES.I WAS NOT AWARE OF THE VARLANCE 1-2 INCH CLAUSE.THAT IS NOT IN MY CONTRACT.ALL I WANT IS MY OTTOMAN WITH THE CORRECT MEASUREMENT'S.LA-Z-BOY HAS DELIVERED 3 TIMES EACH DELIVERY SAME MEASUREMENT'S 17.0"TALL. LA-Z-BOY SAID THEY REORDERED A NEW OTTOMAN.LAST DELIVEREY STIL 17.0" TALL.LA-Z-BOY MAKE CUSTOM FURNITURE SO I FELL THEY CAN MAKE A 19.5"TALL OTTOMAN.IF YOU CAN'T WHY ARE YOU STATING YOU MAKE SPECIAL ORDER FURNITURE
  
  
  
  Sincerely,
  
  
  
  ******** *******

  

  Business Response

  Date: 05/21/2025

  Dear BBB,

  We regret any frustration the customer has experienced during the sales and delivery process.

  After reviewing the matter with the store manager, we can confirm that the customer was offered a refund for the ottoman. Unfortunately, we are unable to reorder the item, as it may arrive with the same dimensions. Since the issue does not constitute a defect, a replacement would not resolve the concern.

  The customer is encouraged to continue working directly with the store to either accept the refund or proceed with scheduling the delivery of the ottoman. We respectfully request that this complaint be considered resolved and closed, as a resolution has been offered and we are currently awaiting the customer’s response.

   

  Kindest regards,
  La-Z-Boy Incorporated,
  *****. 
  Executive Escalation Specialist
  CM #******

  Customer Answer

  Date: 05/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:IT IS A DEFECT IN THE OTTOMAN IT SHOULD BE 19.5"H 32"W 24"D BUT LA-Z-BOY WANT ME TO ACCEPT A DEFECTIVE SPECIAL ORDER OTTOMAN THAT MEASURE 17"H MY SALES CONTRACT FOR THE MACKENZIE OTTOMAN 240435 C175773 FN 007 OTTOMAN SHOULD BE 19.5"H. I THOUGHT LA-Z-BOY SELLS NEW AND SPECIAL ORDER FURNITURE.NOT DEFECTIVE FURNITURE.CAN LA-Z-BOY CORRECT THEIR DEFECTIVE OTTOMAN. I BOUGHT THE MACKENZIE COUCH FOR 2,155.00 ON SALE NOW LA-Z-BOY SOLD ME THE MAZKENZIE OTTOMAN THAT DON'T FIT THE MAZKENZIE COUCH.THE COUCH AND OTTOMAN WAS ORDERED IN SPECIAL FABRIC.BUYER BEWARE:IF PRODUCT IS DEFECTIVE WHY IS LA-Z-BOY TAKING ORDER FOR FABRIC CUSTOM  FURNITURE AND IT TAKES 4 TO 6 WEEKS FOR DELIVERY AND MEASUREMENTS ARE NOT CORRECT.YOU HAVE ALL READY REORDERED.THAT ORDER WAS REFUSED ON 4/26/2025.SAME MEASUREMENTS OF THE  OTTOMAN WAS 17"H 2.5"TO SHORT.AS THE REFUND IS A INSULT LA-Z-BOY CHARGE ME FOR FURNITURE THAT'S NOT IN MY POSSESSION.THE OTTOMAN IS NOT IN MY HOUSE.LA-Z-BOY ALL I WANT IS MY OTTOMAN I ORDERED MADE THE CORRECT MEASUREMENTS OF 19.5"H 32"W 24"D.IF I TAKE A REFUND THAT MEANS LA-Z-BOY CAN SELL DEFECTIVE FURNITURE AS NEW FURNITURE.THE DEFECTIVE OTTOMAN HAS TO BE CORRECTED IN FACTORY WHERE THE FURNITURE IS MADE.
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:04/21/2025

  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.

  My husband and I purchased a couch from the Waldorf, MD Lazy Boy store. We paid over $3,000 for the couch which we waited for 6 weeks for delivery. Around 6 weeks after delivery the back left side of the couch broke. At that time I asked for a refund, which I was told Lazy Boy doesn’t refund due to the fact their furniture has a lifetime warranty! The couch was repaired. Less than six months after the first repair the same part broke again. Which was repaired with particle board. I reported the second broken part. Again asked for a refund was told no. The second part for the repair was ordered. Again the part is particleboard. We received the part,I called to schedule an appointment for the repair and at that time I was told we would have to pay for the labor which is $175 for the repair. At that time I was informed the labor isn’t lifetime. Also since the same part broke it must had been abuse on our part. We are in our seventies why would we want to abuse the couch.
  
  At this time we have not authorized the repair. I decided to reach the reviews of the repair and service concerning Lazy Boy and found many people have had the same problem we are having. Which to me appears another way for Lazy Boy to make more money on their substandard furniture.

  

  Business Response

  Date: 04/22/2025

  Dear BBB,

  We are sorry for any
  frustrations that this customer has encountered throughout their service
  experience.
  
  La-Z-Boy offers a
  limited lifetime warranty on the parts of the frame, mechanism, and springs,
  against manufacturing defects, for as long as the original purchaser owns the
  product and can supply their dated receipt as proof of purchase. Fabric,
  leather, and standard foam padding have a one-year warranty, against
  manufacturing defects, from the date of delivery of the furniture into the
  customer's home. Labor to repair or replace any defective parts is covered for
  one year from the date of delivery of the furniture. The following is a link to
  our full manufacturer’s warranty: *************************************************************
  
  This customer has an
  open Service Ticket *********** and was scheduled for an in-home service appointment with
  one of our technician’s on 04/03/2025. the technician’s report has been received
  and reviewed, and in his report he stated the customer admitting pushing too hard on the back causing to break. As this is a not a manufacturer defect, but instead in home damage, customer is responsible for paying for the installation fee. We offered to cover the initial inspection and the parts at no cost to them. Last time we spoke with the customer, she advised that she will call us back to schedule the installation appointment. 
  
  We kindly ask that
  this complaint be closed as the customer is being serviced.  
  
  Kindest regards,
  La-Z-Boy Incorporated,
  *****
  Executive Escalation
  Specialist
  CM #893135

   

  Customer Answer

  Date: 04/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am rejecting this response because: I have attached 3 pictures to show the slump of the couch break and the piece of word that will use if/when I allow the repair. 
  
  I’m want a refund.  The piece that broke the first time was after 3 months of delivery.   It breaks again about 3 months later.  I showed the technician how I sit down on the seat.  I am very short in my legs I put my knee in the seat then put my hand on the back of the middle back.  None of those areas are broken.  If that is pushing on the back other laying my back on the back of the seat which it is for.  So I have no idea what the technician is talking about.  I do know the technician ******** was upset with me, because I repeated what he said, to me that the couch is a lemon.  He did say it was, but he told me he didn’t with a very angry expression.  If he got in trouble over it I’m sorry, but if one of their own employees say it is I rest my case.  This piece will never stay repaired.  Why should we have to live with a couch that costed us over $3,700.  I can show you many people that have had the same problem we are having and they received a refund.   In addition again I’m 74 years old and I do not abuse my furniture!
  
  
  
  Sincerely,
  
  
  
  ****** ****