Business Profile

Furniture Manufacturers

La-Z-Boy Inc.

Headquarters

Complaints

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

Customer Complaints Summary

611 total complaints in the last 3 years.
91 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:07/03/2025
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.
I purchased a recliner from this company after trying out a demonstrator in the showroom. The chair they delivered is not built like the demo in that the lumbar support has been installed such that it presses against the spine. The company asserts that they warranty quality not comfort. In itself a dubious claim. Regardless, one chair is not like the other and I claim that this is due to a low quality manufacture. The service technician who could not be bothered to come out stated that there is significant “variance” in the construction of these chairs. Evidently I got the one with an extreme variance and using this chair is actually painful.
Business Response
Date: 07/08/2025
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: ************************************************************.

Upon reviewing this
customer’s concerns, we found the unit was delivered on February 15, 2025. the customer contacted our office on June 30th, 2025 stating he did not believe his chair was assembled correctly on delivery. The customer was scheduled for a virtual service appointment with one of our technician’s on July 2nd, 2025. The technician found the unit to be within manufacturing specifications. As there are no defects present, there are no repairs to be made. We cannot
guarantee comfort since that is a subjective experience; what is comfortable to
one person may be uncomfortable for another.
The
La-Z-Boy terms of sale that you signed at the time of purchase state the
following: "We will allow you to exchange regular-priced In-Stock merchandise, within 3 days of when you receive it, for product of the same or lesser value. Fabric protection and delivery charges are not taken into account in determining the value of the product you received. You may not receive a refund when exchanging for an item of lesser value. All exchanged items must be in “new” condition (no smoke, pet odors, hair, soil,
etc.). You will be required to pay a restocking fee of 30% for exchanged merchandise. There are separate charges if you want us to pick up your merchandise or deliver the replacement merchandise. Custom order, Clearance, and As-Is merchandise cannot be returned or exchanged for any reason."
As this item was a custom order and is beyond the 3 day return policy, it is not eligible for an exchange and/or return.

We kindly ask that
this complaint be closed as the we have honored our manufacturing warranty and terms of sale.

Kindest regards,
La-Z-Boy Incorporated,
********
Executive Escalation
Specialist
CM #898972

Customer Answer
Date: 07/09/2025

Complaint: 23553650

I am rejecting this response because:
La Z Boy seems convinced that comfort is subjective, it can be measured and to the ignorant some data gathered can seem subjective but other measures can be used to determine relative comfort. The science of ergonomics provides adequate measures to predetermine if an object such as a chair will be comfortable.
The La Z Boy technician avered that their chairs contain significant variance in their construction. I assert that in this case the lumbar support was poorly installed and projects too far into my body space. I am sure that La Z Boy is not an ISO 9001 certified company but after all these years one might have hoped that they are capable of constructing a consistent product. Evidently not. The displacement of the lumbar unit is a quality issue and must be addressed before I sustain muscular skeletal injury through the repeated use of their product.
Since I am sure that La Z Boy will dispute this claim, I propose that they provide the specifications for the construction of this chair then come to demonstrate how their product conforms. I can assure you that this chair is not similar to the one in the store that I tested to make a purchase decision.

Sincerely,

********* ******
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:06/19/2025
Type:Billing 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.
1/31/25 Went into purchase couch, they ran my credit card for deposit, then signed contract, and then they ran our credit. We were denied credit and the lady told us to call the company to see if we could figure out why. So we went home and tried with the company. Come to find out there was something on our credit that shouldnt have been there. We never got the couch and were told we could not have the deposit back because it wasnt within 3 days. It was an in stock couch and nothing special.
Business Response
Date: 06/19/2025
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,
La-Z-Boy
Incorporated,
Ashleigh
Executive Escalation
Specialist
CM897666
Initial Complaint
Date:06/13/2025
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 went to ******** at ****************************************** on 4-5-25 looking at furniture and was told a sectional we liked would be delivered in 5-6 weeks and likely sooner. Given that timeline we purchased the sectional for $9457.67. The sales associate (*****) said she would stay on top of the order and give us updates through out the process. Well 5-6 week came and gone, no updates from *****, we called in and were told it would ship end of May (so 8 weeks). We called roughly a week later and were told two weeks later (roughly June 15th). Now when we check the status of the order it says shipping June 23rd. Due to the original shipping estimate given by the associate of 5-6 week and likely sooner, we donated our old furniture and have been living with nothing for weeks. We have received no updates from ********* as we were told to expect, and still have no idea if/when we will ever see our furniture.
Business Response
Date: 06/13/2025
Dear BBB,

We are sorry for any frustration and inconvenience this
customer has encountered through their purchasing experience. We are working hard to fulfill orders as
quickly as possible.

We checked the status of the order and found that we were
waiting on the upholstery from our supplier, which had caused the delay. Currently, 2 of the 5 units have completed
production and have been loaded on the truck.
The remaining 3 units most likely will complete production by the
beginning of next week. After inspection, packing, and loading, the units will be
transported to the local distribution center, and the customer will then be
contacted to schedule delivery. Please allow approximately 2 weeks for these final steps to
be completed. You can find the order status by going to
https://www.la-z-boy.com/order/anonymousOrders.jsp and entering the sales
ticket number and the customer’s zip code to look up a single order.

We kindly ask that this complaint be closed as the customer’s
order is being fulfilled.

Kindest regards,
La-Z-Boy Incorporated
Kellie
Executive Escalation Specialist
CM 897196
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.
La Z Boy failed to produce a quality product within a reasonable time. We started the process in November 2024. Three times furniture was returned due to poor quality. Finally, as of May 7th, 2025, when the last delivery took place, we decided this was enough. Company refuses to provide refund stating they will only re-order. We went has far as changing style of recliner and still delivered an inferior product. Company policy of no refunds unless you cancel 3 days after purchase is unacceptable since you don't have a product to inspect for quality.Copies of receipts, some emails, and letter addressing the situation is attached.
Business Response
Date: 06/04/2025
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,
La-Z-Boy Incorporated,
Nelly
Executive Escalation
Specialist
CM #896467
Customer Answer
Date: 06/05/2025

Complaint: 23408733

I am rejecting this response because:
Headquarters only pushed it to the store that sold the furniture and my complaint has not been addressed.

Sincerely,

Donna Paxton
Business Response
Date: 06/17/2025
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their sale 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,
La-Z-Boy Incorporated,
Nelly
Executive Escalation
Specialist
CM #896467
Customer Answer
Date: 06/18/2025

Complaint: 23408733

I am rejecting this response because: They are not accepting the actions of their stores. The store itself pushed us off stating it was corporate decision.

Sincerely,

Donna Paxton
Business Response
Date: 06/19/2025
Dear BBB,
We are sorry for the frustrations this customer has experienced and appreciate the opportunity to respond.
Upon reviewing the situation, we reached out to the store where the purchase was made. The store manager confirmed that multiple attempts have been made to contact the customer, including leaving several voicemail messages, but they have not received a response.
We would like to note that the chair in question meets all manufacturer specifications. Additionally, the store has already made efforts to accommodate the customer by exchanging the first chair when it did not meet their expectations.
Regarding the current concern, the second chair has been inspected at our distribution center and is ready for delivery. We are happy to complete this process once the customer contacts the store to schedule the delivery.
At this time, we kindly request that this complaint be closed, as the matter is pending the customer's response to coordinate the final delivery.
Thank you for your attention to this matter.

Kindest regards,
La-Z-Boy Incorporated,
Nelly
Executive Escalation
Specialist
CM #896467
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,

******** **********

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