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
- 609 total complaints in the last 3 years.
- 91 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/05/2024
Type: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 a sofa and recliner from ******** in January, 2024. When the furniture was delivered, the sofa had a broken leg. We rejected delivery until it was fixed. The sofa was finally repaired in February, and delivered. We then discovered that the mechanism to recline both the chair and sofa were defective. Upon contacting the store, the manager informed us that our expectations of quality furniture, in good working order, from ******** was too high. We were then informed by said manager that they had no more to say, and we needed to contact ************** which we did. Parts were then ordered by the service technician, and partially delivered to our home. We once more contacted ******** and were told no service appointment could be booked until all parts were in our possession. After waiting an additional 2 months for the rest of the parts ordered, I called them, and lo and behold, the missing item magically appeared two days later. We the booked the repair session. When the technician came to make the repairs, he informed us that ******** had shipped the wrong repair part for the sofa. This has been an unacceptable experience from beginning to end, and it is STILL not resolved. The customer service from this ******** store is practically non-existent. They got their money, and that is the end of their involvement according to their rather arrogant manager. This is intolerable, and I fully intend to file a complaint with the ************************* of ******** Protection. I will further do everything in my power to warn others not to do business with this store in any way, shape or form. We have received no further contact from these shysters about reclaiming their incorrect part, and replacing it with the correct one. Simply on the basis of extremely poor customer service, and its attendant frustration with expensive furniture that is still in need of repair, ******** owes us either a full refund or some type of discount at the very least.
Business Response
Date: 06/06/2024
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 manufacturers warranty: ************************************************************.
This customer has an open Service Ticket. We have received and reviewed the technicians report from the customers last service appointment. A new mechanism has been ordered and will arrive at the customers home within the next ten days. The customer has been contacted to advise on the next steps.
We kindly ask that this complaint be closed as the customer is being serviced under the manufacturer's warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* R
E-Commerce Coordinator
CM ******Initial Complaint
Date:06/03/2024
Type: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’m not going to detail my complaint. All you have to do is search Lay Z Boy complaints. I found confirmation of my purchase & lack of an expensive quality product on a Facebook site after searching for problem with recliner purchased 3 months ago. I wish I had researched the company and any complaints before spending over $2k on a recliner.Business Response
Date: 06/04/2024
Dear BBB,
We are sorry for any frustrations
that this customer has encountered throughout their experience.
La-Z-Boy will make repairs within
the terms of our warranty to ensure the customer’s furniture meets
manufacturing standards. Upon reviewing the customer’s concerns, we found that
the customer took delivery of a power recliner in April 2024. However, we were
unable to locate any communication from the customer where concerns have been
reported.
If the customer believes their
recliner is defective, we can have a La-Z-Boy Technician come out to their home.
If the customer would like to schedule an in-home service appointment, we ask that
they please contact us at ************. Our office is open from 9-6pm EST
Monday- Friday.
We kindly ask that this complaint
be closed as the customer has been offered service under the manufacturer's
warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:05/31/2024
Type: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.
The Foot rest has never worked on our lazyboy. We had the furniture store take it back for repair shortley after purchase. they returned almost immediately. Said it was fixed. first time we uaed it the same problem occured. This dealer has a reputation for not reparing items and claiming they have been.
Contacted lazy boy about the issue. No response.
We still have a broken chair. I want it fixed or replaced with a chair that works. and NOT someone else used chair.Business Response
Date: 06/04/2024
Dear BBB,
We are sorry for any frustrations
that this customer has encountered throughout their service experience.
The customer’s store of purchase is
independently owned and operated. La-Z-Boy Incorporated does not have access to
the service department’s customer records. We have contacted the service
department and requested that they contact the customer to assist with their
concerns.
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,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:05/16/2024
Type: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.
In October 2022, I purchased two electric recliner chairs/sofas from La-Z-Boy. I also purchased a $650 Serveco Platinum 5yr service plan. I was told it would cover any problem. I paid La-Z-Boy for this plan. I submitted a claim to get a repair for one recliner that had a problem with the footrest retracting. The claim was declined without explanation other than the problem was not on the list of covered items. I was not told at the time of purchase that this was a third party provider. This is an unethical sales practice and a ripoff.Business Response
Date: 05/16/2024
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. Electrical
components are covered for 3 years, and labor to repair or replace any
defective parts is also covered for one year from the date of delivery of the
furniture.
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 ServeCo is a third-party
company, La-Z-Boy is unable to overrule their decision to deny a claim for any
reason. If the customer disagrees with ServeCo’s decision to deny their claim,
they will need to continue to work with ServeCo. We, La-Z-Boy, do not have
access to the third-party warranty company’s customer records.
If the customer’s claim is
denied by ServeCo, the customer may contact La-Z-Boy’s service department for
repairs. The service department can be reached at ************, or at *************************.
The office is open Monday through Friday from 9am to 6pm EST.
We kindly ask that this
complaint be closed as the customer will need to continue to work through their
third party warranty, ServeCo, or contact La-Z-Boy’s service department for
repairs.
Kindest regards,
La-Z-Boy Incorporated,
******* **
E-Commerce Coordinator
CM ******Customer Answer
Date: 05/16/2024
Complaint: ********
I am rejecting this response because:
We were never told this plan was by a third party provider. We were never given any information on the 3rd party provider. We were told by La-Z-Boy employees that it would cover any problem with the mechanism. We paid La-Z-Boy for this coverage, not a 3rd party.
Sincerely,
**** ********Business Response
Date: 05/17/2024
Dear BBB,
Thank you for alerting us to this customer’s response.We have attached a copy of the
customer’s sales receipt. Per the sales receipt notes, the customer was
explained the benefits of ServeCo and the customer agreed to the terms and conditions.As stated in our previous response, if the customer wishes to open a service claim with La-Z-Boy directly, they can reach the service department at ************, or at *************************. The office is open Monday through Friday from 9am to 6pm EST.
Kindest regards,
La-Z-Boy Incorporated,
******* **
E-Commerce Coordinator
CM ******Initial Complaint
Date:05/16/2024
Type: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.
On 7-19-23 I purchased a ******** ******** Rocking Recliner, ID: ********************** for $748.96. The recliner was delivered on 7-26-23. Approximately 3 months later the recliner was leaning to the right when sitting in the chair. I contacted ******** customer service, and they sent a Service Representative to service the recliner. The Service Rep recommended that the seat cushion be replaced. After a few weeks, the Service Rep came back to my home and replaced the seat cushion. The new cushion did not resolve the issue. I contacted ******** again and they sent out the same Service Rep two more times. When I contacted ******** back, they stated that the Service Rep stated that there was nothing wrong with the chair. I insisted that there was a problem and they stated that they would send the Service Rep back to my house. When the Service Rep came back to my house, I asked him what he wrote in his report because ******** told me that he wrote that there was nothing wrong with the recliner. He stated that he did not write that in his report. I finally called a corporate supervisor, who asked me to send photos of the defective recliner, which I did. After she reviewed the photos, she agreed to reimburse my credit card. When I checked my credit card, I noticed that they only reimbursed $641.97 of the $748.96 in March of 2024. I contacted the person I spoke to at corporate and they told me to contact the Saugus, MA store and speak to the Manager. When I contacted the Manager, he stated that he was not willing to reimburse the delivery charge, $106.19, because they use a 3rd party for deliveries. I feel that since the recliner was defective, after 3 months, the delivery charge should be reimbursed. I tried to file a dispute with my credit card however it was over the timeframe. If you require any additional **************** please contact me at ***************** or **************.Business Response
Date: 05/16/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
We have contacted the customers store of purchase to review the customers concerns. The customer has been approved for an additional refund in the amount of $106.99 for the delivery fee.
We kindly ask that this complaint be closed as the refund has been issued and will appear in the customers bank account within the next 10 days.
Kindest regards,
La-Z-Boy Incorporated,
******************
E-Commerce Coordinator
CM ******Customer Answer
Date: 05/18/2024
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. I want to thank you for your help in this matter.
Sincerely,
**********************************************Initial Complaint
Date:05/01/2024
Type: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 loveseat with an optional console. It was delivered 2/27/24. The drivers did not take any time to confirm the item was quality and left a shipping strap on so the console drawer wouldn't open. The console was poorly installed and crooked. A tech came out,3/16/24 and removed the strap. I contacted customer service to let them know the installation of the unit was still not straight and was given the run around until I slammed them in a review. They said the tech could come back out. At that point I let them know that I really didn't think much could be done to make the unit first rate and that I would prefer credit for the optional console, $120.00 and the delivery service $199.00 since neither met my expectations. Regardless they had the tech come back out 4/3/24 and he did what he could to adjust the unit but it was still subpar. I explained that I would be happy with the credit and he stated he would report that back. A representative emailed me 4/15/24 and asked my availability to discuss the credit request. We set an appointment for a call 4/16/24 which I did not receive. A new time was scheduled 4/19/24 and again I did not receive a call. I contacted again 4/21/24 and explained what I was requesting for the credit and again received no response.Business Response
Date: 05/01/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience. Our ************ team has tried contacting the customer to discuss different options and left a voicemail on April 15th. We recommend the customer contact our ************ team at ************.
Kindest regards,
La-Z-Boy Incorporated,
Gabby W.
E-Commerce Coordinator
CM # 863120Initial Complaint
Date:05/01/2024
Type: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 are Senior Citizens with joint issues. We decided that a LazyBoy recliner with a center console would be a good purchase for us. We purchased this on 2/20/24 for $2,875.82.
Storms were predicted for the scheduled day of delivery. I called 3 days prior to reschedule the date but I was told that wasn't possible because it was already loaded on the truck. The furniture was delivered on 4/04/24 in the pouring rain. The deliveryman tried to push it through the door and it would not budge. The front of the console received a deep gash from the latch on the door.They ended up bringing it through on front door and did not cover it from the heavy rain. They plugged it in gave a speedy lesson on how to use the remote and left. Upon examining it and I noticed the damage and called the store manager with 15 minutes of it being in my home. I was told that all complaints had to go through Customer Care. I phoned them first thing the next morning. They told me that an independent contractor would have to come to my home and access the damage. I was also told that by doing so would avoid any restocking fee. The independent contractor came to our home on 4/12/24. I have made it clear to the manager, Customer Care and the independent contractor that we want to return the damaged product for a Full Refund. The independent contractor said the center console and the left arm of the recliner need to be replaced. We have not spent this amount of money to settle for this. I called the store manager on 4/26/24 and was told he would be out until Tuesday, 4/30/24. I phoned ***, the sore manager first thing this morning and he told us the best he could do for us is Reselect New Furniture or charge us $652 (which is deducted from $2,875.82) and they would come pick up the damaged furniture. They said they are losing money and this will cover some of the cost of pick up. This is definitely not acceptable to us. We paid for the furniture to be delivered and it is not our fault that they delivered a damged goods.Business Response
Date: 05/02/2024
Dear BBB,
We are sorry for any frustrations
that this customer has encountered throughout their experience.
Upon reviewing the customer’s ticket, we see that the customer had accepted delivery of their loveseat on
04/11/24. We see that the customer had then reported some scratches that they
found. A technician inspected the customer’s unit on 04/19/24 and requested two
new upholstered parts to be ordered to resolve the concerns (new arm and
console). At that point the customer had advised that they were not accepting
of repairs and requested a refund.
The La-Z-Boy warranty covers
defective parts and materials, the warranty does not provide replacement
furniture. Once furniture is accepted into the home at delivery, we then follow
the terms of the La-Z-Boy warranty for any manufacturing or material defect
that is reported. We encourage all customers to thoroughly inspect their
furniture at the time of delivery before signing for and accepting the
delivery. As the customer did not refuse the delivery, the process would be to
continue to follow the terms of our warranty with repairs.
However, as a courtesy, the customer
was offered a reselection. A reselection is when the cost of the loveseat is
issued back to the store of purchase for the customer to use as an in-store
credit towards new purchase. The customer was not satisfied with this
resolution, and again asked for a refund. Per the terms and conditions that
were signed at the time of sale, refunds are not available. Again, as a
courtesy, the store had offered the customer a refund, minus a restocking fee
of $652.
We have contacted the store of
purchase on the customer’s behalf. Due to the customer’s frustration, the store
has offered to discount the restocking fee to $326. We will not be offering any
further accommodations as La-Z-Boy is abiding by the terms of sale and has gone
beyond the terms of the warranty.
The customer’s offers at this time
are to either proceed with repairs, receive a reselection to make a new
purchase, or to receive a refund minus the $326 restocking fee. With the option
of a reselection or a refund, the loveseat would be picked up from the customer's home
and returned back to La-Z-Boy.
We kindly ask that this complaint
be closed as the customer has been offered several options as a resolution to
their concerns. La-Z-Boy is waiting on the customer to advise on how they wish
to proceed.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 05/03/2024
Complaint: ********
I am rejecting this response because: I personally Did Not sign off on this delivery. The account was in my name. I would have NEVER accepted this furniture. I was in the hall trying to keep control of our dog. I was not able to view the furniture till they left and I was able to let go of our dog. I called ***, the manager of Eastgate LazyBoy immediately after seeing the damage on the furniture. I told *** that I would have refused delivery if I had seen the damage. He said you NEVER want to refuse delivery because I would be without furniture for weeks! I’m saying no to the repairs.. the fabric would never match. Plus the fabric is not what we expected. It’s very cheap looking. I’m saying No to the Reselection because of their business practices. I do not feel that it fair to be charged a Restocking Fee of a damaged piece of furniture. I also do not feel that it is fair to be basically forced into buying another product from this store because we choose not to throw away money to get our refund. It’s truly taking advantage of senior citizens.
I also want to add that it does not state anything on our contract about the added cost of returning damaged furniture.
Sincerely,
*** ******Business Response
Date: 05/06/2024
Dear BBB,
We are sorry for any
frustrations that this customer has encountered throughout their purchasing
experience.
Upon reviewing this
customer’s concerns, we found that the customer has been in communication with our Escalation Team and the the customer has been approved to return their
furniture for an exchange/refund.
We kindly ask that
this complaint be closed as the customer has agreed upon a resolution through
their store of purchase.
Kindest regards,
La-Z-Boy Incorporated,***** ***********
E-Commerce Coordinator
CM #******Customer Answer
Date: 05/07/2024
Complaint: ********
I am rejecting this response because:
I did talk to the Escalation Department per the advice of my salesperson. I made it clear that we wanted a complete refund.
Upon reading the response from Lazyboy they stated that I am being offered an Exchange/Refund. I wanted to ensure that a full refund was their offer. Upon talking to the manager, *** this is not the case. He told me the offer was $322 for the restocking fee and that would be deducted from our total.
I just do not see how we can be charged for the return of damaged furniture. This is totally misleading. I also discussed with *** that the LazyBoy quality isn’t as good as it once was. He agreed but he said it’s still better than the other companies.I feel being charged $322 is too much money to basically throw away just to return a product that was damaged upon delivery. Also it isn’t the quality that we expected.
*** told me this is the LazyBoy policy which I totally disagree.
We just want our full refund and never have to deal with LazyBoy again.
We should not have to go through this ordeal just to return a damaged product that doesn’t meet the quality we expected.We want to get this settled fairly as soon as possible.
Sincerely,
*** ******Business Response
Date: 05/09/2024
Dear BBB,
Thank you for alerting us to this
customer’s response.
We have further reviewed the
customer’s concerns and requests with the customer’s store of purchase. The
customer has been approved for a full refund. The store will be in contact with
the customer to discuss the next steps regarding scheduling a return of the
item and issuing the refund.
We kindly ask that this complaint
be closed as the customer has been approved for a refund.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 05/09/2024
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.
I accept the resolution of a FULL REFUND only.
Sincerely,
*** ******Initial Complaint
Date:04/30/2024
Type: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.
Recliner issue was reported before 1 year of purchase. Company has attempted repairs 3 times with no resolve. All I asked was for a replacement, but they say that company policy requires them to fix it only.Business Response
Date: 04/30/2024
Dear BBB,
We are sorry for any frustrations
that this customer has encountered throughout their service experience.
Upon reviewing the customer’s
concerns, we found that the customer has been in communication with our service
department and has an open service case that is currently under review. Once
the review has been completed, the customer will be contacted with an update.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 04/30/2024
Complaint: ********
I am rejecting this response because: The company has repaired chair 3 times and it is still not operating properly.
Sincerely,
**** *********Business Response
Date: 05/02/2024
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 that in December 2023, the customer had contacted the service
department to report that their recliner was difficult to recline and that it
was making a loud clunking noise. A technician
inspected the customer’s furniture and ordered a new mechanism, which was later
installed in January 2024. A couple days later, the customer contacted the service
department again to report that the recliner was still making noise. The
customer was explained that since there are moving metal parts in our reclining
mechanisms, there will be some noise involved when releasing the footrest. To
help lessen the noise, we suggest releasing the handle slowly when disengaging
the footrest. Additionally, distributing your weight evenly on the seat, while
slightly raising your feet from the footrest when releasing the handle, will
also decrease the noise level. After additional review, a new handle was also
ordered for the customer’s unit, then later installed. The customer’s unit was
found to be built up to manufacturing specifications; from a repair standpoint,
there is nothing we can do to resolve the concerns. We cannot guarantee comfort
since that is a subjective experience.
We kindly ask that this complaint
be closed as the customer’s furniture is up to manufacturing standards.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 05/03/2024
Complaint: ********
I am rejecting this response because: I just want a chair that works as promised without having to repair it 3 times in the short time I have owned it, and foot mechanism still does not always lock . Why cant I get a new chair and see if all the chairs are the same? I visited a local furniture store and tried 5 recliners that did not work or sound like mine does. Why? The company just makes excuses . I am NOT a satisfied customer.
Sincerely,
**** *********Initial Complaint
Date:04/26/2024
Type: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 11-16-23, I purchased two (2) Redwood Power Wall Recliners w/Headrest & Lumbar costing $2239.00 each. A total of $4946.67. The two recliners were delivered on 12-21-23. On 12-27-23, I noticed a loud clunking noise being made when the foot rest is raised. On 01-02-24, I contacted LA-Z-Boy to discuss my issue. On 02-01-24, the first service rep arrived and was unable to diagnose the issue and advised me that he wanted to schedule for another service tech come and take a look. On 03-05-24, the second service tech arrived and stated parts were needed to fix the issue. Parts were sent to my residence for a third repair visit. On 03-28-24, the third repair tech arrived and said the parts sent were the wrong parts and scheduled another appointment. On or about 03-30-24, the second recliner started to make the same loud noise when raining the foot rest which I mentioned to the customer rep on the phone. She said the service tech would take a look at the second recliner on 04-19-24. On-04-19-24, the fourth service tech arrived and installed parts which she said were the wrong parts but installed same anyway. The service tech looked at the second recliner and determined more parts were needed for repair. After all this inconvenience, I am requesting a refund or credit and to return both recliners which appear to be defective. On 04-24-24, I record a call from *******, A customer service rep from LB, who advised me that LB will continue to throw parts at a defective chair even if it takes 18 visits! I found this statement to be absurd and quite an inconvenience. I asked ******* for a refund or credit to return both recliners. ******* said it wasn't possible.Business Response
Date: 04/29/2024
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 that replacement parts were ordered for the customer, and arrived
at their home yesterday, 04/28/24. We have reopened the customer’s ticket which
will notify the service provider to contact them within two days to schedule
the installation appointment. La-Z-Boy’s warranty covers repairs against defects,
the warranty does not provide replacement furniture. Per the terms and
conditions that were signed at the time of sale, refunds are not
available. However, due to the customer’s frustration, the previous representative
advised the customer that La-Z-Boy would provide some compensation once repairs have
been completed. Once repairs are complete, the customer will be contacted and
offered an amount of compensation to be refunded in the original form that they paid for the furniture.
We kindly ask that this complaint
be closed as the customer is being serviced under the manufacturer's warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* **
E-Commerce Coordinator
CM ******Customer Answer
Date: 05/01/2024
Complaint: ********
I am rejecting this response because: This product (recliners) appear to be defective with mechanical issues and is unsafe to use which may result in injury and unwanted liability.
Sincerely,
***** **********Business Response
Date: 05/01/2024
Dear BBB,
Thank you for alerting us to this customer’s
response.
The customer’s ticket has been reopened which will
notify the service provider to contact them within two days to schedule the
installation appointment. If the furniture it not stable, we ask
that the customer refrain from using the unit until repairs are complete.
We kindly ask that this complaint be closed as the
customer is being serviced under the manufacturer's warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* **
E-Commerce Coordinator
CM ******Customer Answer
Date: 05/02/2024
Complaint: ********
I am rejecting this response because the product is unsafe and defective. I am requesting a refund.
Sincerely,
***** **********Initial Complaint
Date:04/26/2024
Type: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 Dec 21 2023 I went to La z boy Furniture on *** ***** Road and purchased a Pinnacle Wall Reclining sofa and a Jasper Rocking Recliner Chair. We paid to have each piece protected by the 5 yr protection plan. We also paid a delivery fee. We received our furniture on 2/16/24. Frames and other parts were broken. I called La z boy and they said it is covered under warranty and they will send someone out to look at it. We made an appointment for 3/2/24. The repairman said that the frame was broken and they would send parts. I received the parts on 3/7/24 and made an appointment for the repair to be done on 3/27/24 (the earliest possible day). The repairman did not show up for the appointment, nor did he call to cancel or reschedule. I called the next day to speak with someone about the no show and she told me the earliest time they could come was 4/24/24. The repairman came today and said that not only was the bottom frame broken, but the back frame was broken also and he had to order that part.Business Response
Date: 04/26/2024
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. A technician went out to the customer’s home on 04/24/24 to install
replacement parts. During the appointment it was discovered that additional parts
would be needed to complete the repair. The parts have been ordered and will
arrive at the customer’s home within 22 days. Once received, we ask that the customer
contact the service department back to schedule the installation appointment. We
are confident that our La-Z-Boy certified technician will be able to repair
this customer’s unit and bring it up to manufacturing specifications.
We kindly ask that this complaint
be closed as the customer is being serviced under the manufacturer's warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 04/27/2024
Complaint: ********
I am rejecting this response because:This has been ongoing since the furniture was delivered new on 2/15/24. We do not have a date or part to replace the back frame and have not heard from the company to schedule repair.
We would be willing to exchange for a different couch as long as we get the full price credited back in the exchange along with the 5 year protection plan and delivery charges that were originally purchased with the sofa that is broken.
Unfortunately I did not research before I bought this furniture. There are thousands of complaints from customers about quality and service and I do not want to be paying for a couch that is defective. Even if these parts are replaced, I am not confident in the quality of the Pinnacle sofa and request an exchange. When I saw the parts of the couch it was evident that the quality is inferior and will not last.
Sincerely,
**** *****Business Response
Date: 04/29/2024
Dear BBB,
Thank you for alerting us to this customer’s
response.
As stated in our previous response, replacement
parts have been ordered and will arrive at the customer’s home within 22 days.
Once received, we ask that the customer contact the service department back to
schedule the installation appointment.
At this time, we will proceed with the repair
process per the terms of the warranty. If the customer is still experiencing
concerns once the repairs have been completed, we will further review at that
time.
We kindly ask that this complaint be closed
as the customer is being serviced under the manufacturer's warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 04/29/2024
Complaint: ********
I am rejecting this response because:I want to wait until after the repairs are made. If I am satisfied with the repairs I will revisit my complaint
Sincerely,
**** *****Customer Answer
Date: 04/29/2024
Complaint: ********
I am rejecting this response because:I want to wait until after the repairs are made. If I am satisfied with the repairs I will revisit my complaint
Sincerely,
**** *****
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