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:04/23/2024
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 February 24, 2024 I ordered a remote controlled leather lazy boy recliner from Bledar *****, the store manager. I made a deposit of $773 and delivery was expected in 6-8 weeks. I was given $99 credit for free delivery and $114 for the remote control. These credits were as a result of my making two trips to Newington expecting to meet with Mr. ***** as requested only to find that he was not at the store. When I got home I reached him at a store in Rhode Island and he ordered the chair by placing the order over the phone. It was then that he gave credit for free delivery and the remote.
On Thursday April 18 a chair was delivered to my home. When asked where the remote was the delivery man pointed to the side of the chair. He did not speak English. He left before I recognized that there was no remote control. I called the warehouse and was told that particular chair did not come with a remote. I then called the Newington store and relayed that I did not have the chair I had ordered. She referred to the paperwork on file and determined that I had been given credit for a remote and that an error had occurred. She asked that I wait until Monday to resolve this once the computer registered that the chair had been delivered. In the meantime she alerted Mr. ***** who then left me two voice messages. He said that I was concerned about losing or breaking the remote and to save money ordered the chair without the remote feature. This was never something I had discussed with him. On Friday he called again communicating that it would cost me another $200 to order a replacement chair with the remote control. Today I was given two options. Have the chair picked up this week and pay $100 for a new chair with the remote or keep the chair I had received and receive $200 off my bill. Neither option is acceptable. I would like the use of the chair I received until the correct chair arrives with no additional cost to me. This is not my error and I should not be penalized.
Business Response
Date: 04/23/2024
Dear
BBB,
We
are sorry for any frustrations that this customer has encountered throughout
their purchasing experience.
We
have contacted the customer’s store of purchase and requested that they contact
the customer to assist with their concerns. Please note that financial
transactions are handled directly at the customer's retail location where they
purchased the furniture.
We
kindly ask that this complaint be closed as the customer will need to continue
to work with their store for a resolution.
Kindest
regards,
La-Z-Boy
Incorporated,
Mallory
R
E-Commerce
Coordinator
CM
******Initial Complaint
Date:04/22/2024
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 Aug, 2022 I purchased 4 pieces of leather furniture from this store, sofa, loveseat and 2 reclining chairs. They emphasized the "Lifetime" warranty. Furniture was delivered in Oct. 2022.
In Sept. 2023 I heard a "clunk" in one of the chairs. I called the store and was told "no problem you have a lifetime warranty". They sent out a repair person who told me there was a part missing from the mechanical part of the recliner and he installed the missing part.
In late April, 2023 I heard a similar "clunk" in the other chair and discovered a greasy 5 inch piece of metal on the floor. Again I called their customer care number and was told that I would need to pay, in advance, $172.96 which would cover the first hour on labor. My "lifetime" warranty only covered parts after the first 12 months. I gave them my visa information and was charged that amount. The repair person came out, spent 7 minutes, removed the part and told me that this part, which he referred to as a "drive toggle connector" had been installed backwards at the factory. He said he would order the part and I could call for it to be installed as soon as it arrived. As of today, 20 days since, no part has arrived. This time when I called customer care I was told they never ordered the part as the picture sent in by the repair person indicated to them that it appeared it had been a "owner" attempted repair as the glue used was not one they used!!!! Now, today they are ordering a part, charging me an additional $15.15 "handling fee". As an 83 year old widow I can assure you there was NOT a "OWNER ATTEMPTED" REPAIR! However, they are not interested in using any other reason. I should be refunded all the money that has been charged to me. In spite of the 12 month warranty on repair, both of these repairs were a result of factory problems and not caused by anything else. I am asking for a total refund of $188.11 and an apology for selling me 2 DEFECTIVE chairs and refusing to repair themBusiness Response
Date: 04/23/2024
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 the
customer took delivery of their furniture in 2022. This customer has an open
Service Ticket and replacement parts have been ordered to resolve the concerns.
The parts were ordered at no cost to the customer; however, the customer was
responsible for the labor fee and handling fee. The parts have shipped out and will
arrive to the customer within the next 7 days. Upon receiving the parts, we ask
that the customer contact the service department back to schedule the installation
appointment. The customer’s initial payment of the labor fee will also cover
the installation appointment.We kindly ask that this complaint be closed as the
customer is being serviced under the manufacturer's warranty. We are not offering
a refund on the labor fee or handling fee at this time.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 04/23/2024
Complaint: ********
I am rejecting this response because: I believe the company should provide the labor and any fees charged me to repair this furniture because I was sold TWO defective chairs and do not believe I should be responsible for any costs involved in repairing defective furniture which is sold as NEW and in NEW condition. The problem with this company is that NO ONE is wiling to accept responsibility for selling defective furniture, The 12 month warranty should NOT apply when defective furniture is involved. It was NOT my fault that the chairs were defective in the first place! If they are going to sell JUNK it should be advertised as such
Sincerely,
*** ****Business Response
Date: 04/24/2024
Dear
BBB,
Thank
you for alerting us to this customer’s response.
As
stated in our previous response, La-Z-Boy offers a limited lifetime warranty against
manufacturing defects. Within the first year from date of delivery, parts and
labor are covered under warranty for manufacturing defects. After the first year,
certain parts as well as labor are on a charge basis, whether found to be a
result of a manufacturing defect or a result of in home damage. Labor to repair
manufacturing defects is covered for one year.
We
kindly ask that this complaint be closed as we are abiding by the terms of the
warranty, which has been in effect since 1992.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM ******Customer Answer
Date: 04/24/2024
Complaint: ********
I am rejecting this response because: I have no intention of accepting any response that does not include the repayment of the charges made to me to repair defective furniture. I really do not care what their "policy". They need to adopt a new policy that allows for selling defective furniture in the first place
Sincerely,
*** ****Initial Complaint
Date:04/22/2024
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.
Purchased a La-Z-Boy 3 piece living room set from Kane's Furniture, Naples, FL on 7/7/2023.
Seat cushions on sofa and love seat began to flatten with accordian-like folds; set is not fully paid for yet despite 3 year warranty. We (2 seniors) are the only people who have sat on the furniture approximately 2 hours per day.
- Wrote letter with pictures, warranty documentation, dated 4/10/2024 and emailed to:
Ms. ******* ***********, President, CEO and CFO of La-Z-Boy (attached) and asked that the cushions be replaced.
- Wrote letter to Mr. ***** ******, CEO of Kane's Furniture and emailed on 4/10/2024 requesting assistance.
Prior to writing these letters, Kane's Furniture Store did send a technician to assess our concerns. Basically, we were told there was nothing to be done except periodically unzip each cushion and flip the foam cushions ourselves. The technician unzipped two covers and flipped the cushion. The next day the cushions showed no difference. The situation has become worse since the technician assessed the foam and basically indicated to us the foam is inferior and cheap.
The best solution as consumers is for Kane's furniture to pick up the 3 piece set and refund our entire purchase price. As consumers, since neither La-Z-Boy nor Kane's Furniture have not acknowledged receiving our correspondence or reached out to address our concerns, we believe seeking the help of BBB will hopefully bring satisfactory resolution. Thank you!Business Response
Date: 04/24/2024
Dear BBB,
We are sorry for any frustrations
that this customer has encountered throughout their service experience.
The customer’s store of purchase, Kane’s
Furniture, 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 information regarding the customer’s claim.
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.
Kane’s Furniture scheduled a service
appointment for the customer on 04/06/24. A technician inspected the furniture
and found that the units were experiencing normal wear and tear. The technician
found no manufacturing or material defects on the units. The customer’s concerns
are with the comfort of the furniture. Comfort is not a warranted concern, as
it is a subjective experience; what is comfortable to one person may be
uncomfortable for another.
We kindly ask that this complaint
be closed. If the customer disagrees with the findings from the technician, the
customer will need to contact Kane’s Furniture to discuss further.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 04/26/2024
Complaint: ********
I am rejecting this response because:We disagree with ******* *, E-Commerce Coordinator’s
position. As customers we did not
encounter frustration throughout our “service experience” with Kane’s Furniture’s
Store. We encountered frustration in the
“quality” of the La-Z-Boy product, namely the sofa and love seat cushions.A technician from Kane’s inspected the cushions on 4/6/24
per our request and found the foam inside the cushion covers inferior and
cheap, but told us that since the foam was not deteriorating there was nothing
he could do. It is untrue that the
technician found or indicated the units were experiencing normal wear and tear
since the set is less than 10 months old and still under warranty. It is not true that our concerns are with the
“comfort” of the furniture. For La-Z-Boy
to suggest otherwise is untrue.Apparently, La-Z-Boy is indeed culpable and agrees that the
foam cushion(s) are lacking in quality construction, since three new cushions
and one new reclining chair cushion was delivered to our home on April 25, 2024
via Federal Express; which is totally inconsistent with La-Z-Boy’s response to
BBB.Unless otherwise indicated by La-Z-Boy, we assume the new
cushions are in fact of the same quality as the cushions mentioned in our
complaint and in all probability, will too flatten and deteriorate within 6 to
10 months’ time.
Please understand that we bought the La-Z-Boy furniture based
on the company’s favorable reputation in good faith. The thought of continuing to pay monthly (until
2026) for a living room set, the quality of which we are unhappy with, is
indeed emotionally grievous and taxing.While we appreciate receiving the new cushions from
La-Z-Boy, our first request was to return the furniture and refund $2,790.00 to
us. However, we are willing to come to a
satisfactory resolution in that, La-Z-Boy agrees to ship two additional cushions
(for the love seat) and would consider compensating us with a reasonable amount
of the original cost since we originally requested a full refund.
Sincerely,
******* And ******** *****Business Response
Date: 04/29/2024
Dear BBB,
Thank you for alerting us to this customer’s response.
The customer’s store of purchase, Kane's
Furniture, is independently owned and operated. La-Z-Boy Incorporated does not
have access to the service department’s customer records. If replacement parts have
been ordered for the customer, the customer will need to contact Kane’s Furniture
to schedule the installation appointment.
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 ******Customer Answer
Date: 04/29/2024
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.
Sincerely,
******* And ******** *****Initial Complaint
Date:04/18/2024
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.
I purchased a ******** glider recliner in June 2019. Ongoing issue with the base. Paid to have it repaired once. Base had to be repaired AGAIN a 2nd time. Ball bearings fell out and started leaving black spots on my carpet. Contacted company 09/2023. More problems. Contacted company again 11/2023. More ball bearings came out this week, and another bolt broke off. Chair clunked and fell down while I was sitting in it last night. I have contacted them again and they still have not responded. This now 4 issues with just the base. I had also contacted them about the fabric with no avail. These were supposed to be covered under the warranty. My initial contact with them was in 2020 right when things were shut down for covid.Business Response
Date: 04/18/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
We are unable to locate the customers sales information in our system using the contact information that the customer had provided. We have contacted the customer to request more information regarding their purchase. Once we have a response from the customer, we will be able to assist further.
Kindest regards,
La-Z-Boy Incorporated,*********************************
E-Commerce Coordinator
CM #******Customer Answer
Date: 04/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I have contacted them to give them the information.
Sincerely,
*************************Initial Complaint
Date:04/17/2024
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.
Ordered sofa 2/4/2024 with an estimated delivery date of 2/19/2024. End of February, no word from LZB so we called and were told end of March. End of March, no word, called the store, told end of April. Then called the manager and was told end of May. Told them we could no longer wait and wanted our $500 deposit refunded.
Went to store in person Saturday 4/6/2024. Store manager refused, offered different sofas, we did not want a different sofa. Store manager said she would check with the factory to see if we could get our sofa sooner. We tell her we are going to open a credit card dispute.
4/6/2024 - Email State Attorney General. 4/11/2024 - AG gets letter from LZB corporate office saying we've already been refunded. Tell AG we have NOT been refunded.
Store manager called Monday 4/8 and said that the lead time for the sofa was even worse and she would give us a refund. Gives us a credit card number we don't recognize. We tell her that is not our credit card number. She tells us we have to wait until Friday 4/12 to straighten this out. Friday 4/12 - still no refund. We open credit card dispute.
LZB Store Manager calls us on 4/13 and tells us we need to close the credit card dispute in order to refund us, she now miraculously has the correct credit card number. We close the credit card dispute. Still no refund, call store manager 4/17/2024 and she says it is our fault she can't refund us because we opened the dispute. She still can't refund, has to go to corporate again. Could take up to a month. We cannot reopen the credit card dispute and have no other recourse other than small claims court.Business Response
Date: 04/18/2024
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 approved for a refund in the
amount of $500.00. However, due to the customer filing a credit card dispute, we
are waiting for approval that the dispute has been closed before the refund can
be issued.
We kindly ask that this complaint
be closed as the customer will be contacted by their store once the
confirmation has been received.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 04/18/2024
Complaint: ********
I am rejecting this response because: The credit card dispute was closed on 4/13/2024. The store told us they would take care of the refund on 4/15. This did not happen. Then we called on 4/17 and they said they had to get corporate approval. I am not closing this complaint until we receive our refund.We also have a letter from Mallory at LZB to the PA Attorney General saying the refund was issued 4/8/2024 which is also not true. The letter is attached.
There is no way to talk or deal with anyone at LZB corporate. They keep referring us back to the store. The store will no longer take our phone calls.
Sincerely,
***** *****Business Response
Date: 04/18/2024
Dear BBB,
Thank you for alerting us to this customer's response.
We have forwarded the
customer’s communication over to their store of purchase for review
and asked that the customer is contacted with an update on the progress of their refund.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 04/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The local store finally made the refund to our credit card. This matter can be closed.
Sincerely,
***** *****Initial Complaint
Date:04/16/2024
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.
On January 11, 2024 we purchased a love seat, sofa and recliner from La-ZBoy in **********. The love seat cost $1279.99. We paid in full on March 1, 2024. Furniture was delivered on March 11. Soon after, we saw many unacceptable flaws in love seat. Back pillows sland and have a gap. Cording is sloppy. Left seat is higher than right. Right seat is unstable and wiggly. After several calls, a representative came and assessed the seat. He agreed it was defective. He told us we would hear within a week what the company would do. Now it's a month later . We have made numerous phone calls. Finally, around April 3 we got a call. They claim they are still reviewing the case. No contact or phone calls since.
We are firmly requesting a replacement . We are extremely disappointed with the customer service and involvement we have received.Business Response
Date: 04/17/2024
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 the customer had a service appointment with one of our technicians.
The technician’s report was under review. A follow-up appointment is needed to
complete the repair. The customer will be contacted within the next 48 hours to
schedule the appointment. We are confident that our La-Z-Boy certified
technician will be able to repair this customer’s furniture and bring it up to
manufacturing specifications. Once the new technician’s report has been
received and reviewed, the customer will be contacted with an update.
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: 04/18/2024
Complaint: ********
I am rejecting this response because: we have been told numerous times we would be contacted by a technician and it doesn't happen. Also, the product is so inferior I can't imagine it can be repaired.
Sincerely,
******* *******Business Response
Date: 04/18/2024
Dear BBB,
Thank you for alerting us to this customer’s reply.
If the customer’s issues persist after their service
visit , we
will review their ticket further.Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM # ******Customer Answer
Date: 04/19/2024
Complaint: ********
I am rejecting this response because:
We have had NO phone calls to set up a service call. Last call from company was over a week ago. How can we accept this solution when all we get are lies? Once we hear fron the company and an actual tech shows up, we will be in a better position to accept LaZ Boys solution.
Sincerely,
******* *******Initial Complaint
Date:04/15/2024
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 placed order ******** on 2/17/24 Newark Delaware La-z-Boy location. In discussions with the salesperson we stated repeatedly the loveseat would be placed in the middle of the room with no access to a power outlet. We were told that buying the battery back up would resolve that issue and that we should buy two, to have one as a back up. We were assured the battery back up would work, which is the only reason we purchased the options that we did.
We received the delivery on 4/13 and after set up was completed and the battery pack connected, we realized the power wasn't working on the console. Upon inspection and a Google search, we realized the console has a separate power cord that isn't compatible with the battery packs and can only be plugged into an outlet.
We were lied to/mislead to spend additional cost on options, based on the fact we were told the battery pack would work for us. Now, in order to use the furniture to it's full functionality we need to hire an electrician to install outlets in our floor. This is something that we did not want to do, and was told we didn't need to do, but we could have done it 8 weeks ago when we placed the order so it would be ready upon delivery, if we chose to do so.
I called the store and explained the situation to the sales manager, who seemed indifferent to the situation. I asked if we could keep the battery for a few weeks, until we could get an electrician to do the work, and was told no. They have a 3 day window for returns, including the day of delivery, so in order to get a refund I would have to take them back today. As a "courtesy" I was given a 1 day extension.
I feel like this was a very misleading sales tactic and kind of a bait in switch in their upsell. Now if I want a refund I have to give the battery packs back tomorrow and run extension cords across the room until an electrician can perform the work. Not to mention the unexpected expense on paying an electrician.Business Response
Date: 04/16/2024
Dear BBB,
We are sorry for any frustrations
that this customer has encountered throughout their purchasing experience.
We have contacted the customer’s
store of purchase regarding the customer’s concerns. The store manager
contacted the customer today via phone call, to discuss a resolution to the concerns,
however a voicemail had to be left.
We kindly ask that this complaint
be closed, and that the customer contact their store back to discuss a resolution.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 04/18/2024
Complaint: ********
I am rejecting this response because:
The store did contact me, yes. She was going to do a refund over the phone but when I returned her call I was told she was on a break. Two hours later, without a return call I went to the store with the batteries. The person who helped me was having problems figuring out the noted in the system and was reading/thinking outloud and she mentioned a credit towards the loveseat and refunding the cost of the batteries, but letting us keep them. In the end, I left with a credit for the batteries and left the batteries at the store. There was no further compensation offered and we didn't need the batteries at this point as we never should have been sold them in the first place. So, LZB response was to do the bare minimum adhering to their return policy but didn't address the shady sales tactics of upselling based on lies and misinformation. And we are still stuck with unexpected electrical expenses based on those lies and misinformation
Sincerely,
***** ****Business Response
Date: 04/18/2024
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
their store of purchase and the store has allowed the customer to return the batteries for a refund.
We kindly ask that this complaint be closed as there is nothing further we can do to assist the customer. .
Kindest regards,
La-Z-Boy Incorporated,***** ***********
E-Commerce Coordinator
CM #******
Customer Answer
Date: 04/18/2024
Complaint: ********
I am rejecting this response because:
They've "allowed" me to return the batteries for a refund, as if I'm being done a favor for getting refunded for items I NEVER should have been sold in the first place. We were lied to and manipulated into buying an upgrade to a piece of furniture that we told the salesperson repeatedly we couldn't operate because of not having proper outlets installed. We were told repeatedly the battery packs would work for for our needs and we didn't need an outlet. That was a lie. That lie caused us to spend more money on the loveseat than we would have if we had not been told that lie. Now we have to get an outlet installed, LZB should reimburse us for the cost of the outlet installation, $310.
Sincerely,
***** ****Initial Complaint
Date:04/15/2024
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 love the chair however it has tipped over with me in it 3 times. The last time this morning I hit my head on the wall causing bleeding. Customer service said was not their problem but I beg to differ. I’ve used the chair 10 or 12 times. I need a resolution and I’m sure I’m not the only person this has happened to. ** ****** I think is the model number.Business Response
Date: 04/15/2024
Dear BBB,
We are sorry for any frustrations
that this customer has encountered throughout their experience.
We have reviewed the customer’s
concerns with their store of purchase. The store has sent a technician to the
customer’s home three times. The technician adjusted the rocker springs and
restrictor pins, however found no manufacturing or material defects with the
unit. The tipping concern is a result of
the customer sleeping in the unit. Our products are not designed to be used
daily as a replacement for a bed. The customer has been advised of this. As a courtesy,
the customer’s store is willing to exchange the unit for the customer. The
store has attempted the reach the customer by phone; however, have been unable to
reach the customer.
We kindly ask that this complaint
be closed as the customer will need to follow up with their store of purchase.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 04/16/2024
Complaint: ********
I am rejecting this response because: I’m not the only person with this issue as you can see if you google “recliners tipping over”. There is a systemic problem that should be addressed and saying people should not sleep in a recliner is not an acceptable response just a lazy one. There is a design problem that can be easily and inexpensively implemented. Have an engineer call me and I’ll explain it to him/her. ************. Thanks for your quick response.
Sincerely,
***** ******Initial Complaint
Date:04/09/2024
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.
02/19/24 Order 2 full size sofas in custom performance fabric in the color Java. Performance fabric is supposed to be water resistant and rip proof and take 6-8 weeks. 2 couches were delivered 4/14/24 but they were not in the fabric we ordered and not even a performance fabric. We called the store right away and spoke to the salesman. He said he would call back. When he did call back he was rude even knowing it was his error and offered $300. My husband said no and if that was all he had to offer he would like to speak to a manager. The sales guy said we could speak to his manager, the regional or the President and nothing will change. I reached out to CEO and have been in contact with escalation’s department ****** *. Who assured us couches were being made in correct color but since then salesman called again to speak over my husband and accuse him of throwing his boss in his face. I emailed ****** again to request he not call us again. Today a manager called by the name of ******* and offered $300 off the wrong couches again. I don’t feel like we should pay a dime for couches in the wrong fabric. We already gave them over $1479.58 as a down payment on 02/19/24. We are feeling victimized and treated unfairly by these phone calls like we did something wrong and are being unreasonable. This was an error made by la-z-boy and I’m shocked we already paid so much for wrong couches and are financing they rest. Plus on top of that one of the couches has a defectBusiness Response
Date: 04/10/2024
Dear BBB,
We are sorry for any frustrations
that this customer has encountered throughout their purchasing experience.
Upon reviewing the customer’s
concerns, we found that the customer has been in active communication with their
store of purchase and with our Executive Escalations team, as a results of
writing and calling into La-Z-Boy’s corporate office.
Due to the customer’s furniture
being ordered incorrectly originally, the replacement furniture was reordered and
placed on a rush. The customer accepted this. In efforts to appease the
customer for the inconvenience, the store offered a discount off the furniture.
The customer rejected the discount offer and asked for the furniture at no
cost. While looking into the request, the customer had then asked for a refund
for the entire order. The customer was advised that before a refund could be
issued, the furniture would need to be picked up prior to issuing the refund.
The customer did not accept this. The customer is again requesting a greater discount to keep the order.
The customer’s requests have been
sent to the store for review to see if any additional offers can be made. At
this time, the customer has already received a 50% discount off each sofa if
they wish to proceed with the order, or a refund upon the pickup of the
original items.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 04/10/2024
Complaint: ********
I am rejecting this response because:
They are not being fully honest and transparent in their response. We did not get 50% off of any couches. I believe them to be referring to a sale price which if you walk in any furniture store everything is always a sale price. But nobody give us 50% off of anything originally when they deliver the wrong couch the Lazyboy store in Oxnard said they could only give us $300 off these couches and basically we could talk to whoever we want and nothing‘s gonna change, after talking to Escalations, they said they put a rush on the correct couch’s.
At that time we thought everything was taken care of until we Received phone call from Lazyboy Oxnard, accusing my husband of throwing his Manager in his face. This information he was talking about was in in regards to the email shared to the store from ****** *. We then asked Escalations to not have the store call list because we feel we are being harassed And made to feel like we did something wrong when we did nothing wrong. The following week we get a call from the store manager ******* offering $300 off the wrong couches. At this point we were very confused because we thought our couches were in production as of previous week. According to ******* they were not. We told her at this time we feel like she should give us $300 off of the correct color couches due to missed work and having to miss work again when the correct couches are delivered On top of the poor treatment we received once we called the start to tell him they made an error.
If a store makes an error they would be kind and correct it instead we’ve repeatedly been told by ******* over and over on a recorded conversation that she would not offer $300 off the couches and Would only offer $300 off of the wrong color couches and that was fair in her opinion. We do not agree with *******‘s opinion of that being fair. And we also do not feel like we have been treated kindly over the phone and in fact we have been met with hostility and attitude. This left us with no choice other than request all communication be done by email only because we don’t deserve to be treated harshly for their error. Because of how horribly and harshly we’ve been treated, I started doing some research because we can’t be the only ones that have ran into this. Upon my investigation this is an ongoing problem with Lazyboy. They have several complaints made by customers . There is you tube videos and even Facebook pages solely dedicated to lies and poor customer service received From La-Z-Boy along with a rapid decline in quality. We were told by the sales associate that the couches we ordered come with a lifetime warranty on frame and springs and mechanisms. We paid hundreds extra for additional warranty that covers padding and fabric according to all the complaints every other customer that has had an issue with fabric mechanisms cushions, and also paid the extra for the insurance have been bamboozled by La-Z-Boy salesman, in fact, nothing is truly covered and they charge you $125 and hour for these so called free repairs And do not guarantee they will fix the problem. I’m sure the Better Business Bureau is very familiar with these tactics by La-Z-Boy and know that when the consumer has a problem, Lazyboy takes a firm stand to avoid any fair resolution . Customers are left completely unsatisfied and feeling ripped off. This is why there is Facebook pages that go by the name “Lazyboy furniture sucks”. I hate “Lazyboy”.” La-Z-Boy complaints”. When you see the customers consistently saying the same thing there is a problem. When the CEO of Lazyboy is making $5.8 million a year there’s a problem it’s not because they make quality furniture and have good customer service . We really would like a full refund at this time but based on similar experiences by other customers, they never give you a full refund. You return the furniture and have to wait and they give you a partial refund. They don’t refund you for shipping or restocking fees, they find a reason to not give your money back, and that is one of of biggest concerns . We gave away our existing furniture in good faith, with the expectation of receiving the couches that we paid for and that did not happen . Now we’re in a position where we don’t have our previous couches, which we’re fine we could’ve lived on them for years to come and we don’t have the couches that we paid for. And to make things worse we’re not receiving good customer service from Lazyboy I told ******* from Lazyboy. She keeps offering us the same thing Over and over that benefits them and not us. She’s not willing to compromise. By her saying the same thing over and over that’s aggressive behavior.
Bottom line is we no longer have couches our previous couches Because we gave them away, expecting to have the couches we paid for by Lazyboy delivered. They did not deliver the couches we paid for. The fact that I have to escalate this to the Better Business Bureau shows they are not doing the right thing by the customer. They are making us out to seem like we’re inconvenience. Trying to pull a scam and get free couches. This was their error not ours. The two couches they delivered in the wrong color, both have different defects on them on top of everything else . We are just an average family who wants the right thing to happen Going against this huge company who deals with disputes and has lawyers every day . This is not a case of us trying to get freebies. This is not a case of us, not liking the product once it was delivered. This is a case of gross negligence on Lazyboy side, who tolerates harassment by their salesman who treats their customers poorly when they are the ones who made a mistake, we have no problem giving these wrong couches back we don’t want them they both have a defect and they don’t match our house and it’s not what we purchased but we give away our previous couches and don’t think it’s fair to wait weeks maybe months for them to maybe give us a partial refund . We’re going to need the refund to go shop for sofas somewhere else not Lazyboy we trusted Lazyboy to deliver a product that we paid for. They did not deliver on their end. Now they want us to possibly trust them again to give us a refund, but make us wait weeks , it’s not fair. We had to pay them before we even got a product weeks before we got the product. It’s time for them to trust the customer and do the right thing by the customer because they made the mistake.
Sincerely,
********* *********Business Response
Date: 04/11/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their experience.
We are currently working on a solution, and we ask that this complaint be closed. The customer will be contacted today by the La-Z-Boy Executive Escalation team via email.
Kindest Regards,
La-Z-Boy Incorporated,
***** **
E-Commerce Coordinator
CM ******Customer Answer
Date: 04/11/2024
Complaint: ********
I am rejecting this response because: we do not wish to close this case until fully resolved . We have zero trust in the company and their employees at this point . They have not been easy to work with and we see that there are many customers promised full refunds only to have hundreds taken out of refund for restocking fees , shipping and so on. They do everything to keep your money
Sincerely,
********* *********Initial Complaint
Date:04/02/2024
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 customized order for a couch and chair .I recently purchased a new built home Just started using my new couch within a year .Just brought my new couch in the tv Room Have proof with Volunteers of America Just recently picking up my old Couch During this year of using the couch It is very uncomfortable I am 73 year old women I though I was paying for comfort Which I am not getting When I called complaining to the salesman He told me this is newer model product And I thought Lazy Boy is all about Comfort Thats why I went to Lazy Boy I am very dissatisfied with Lazy BoyBusiness Response
Date: 04/03/2024
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: ************************************************************.
Upon reviewing this customers concerns, we found that the customer took delivery of their sofa and recliner in 2022. This customer has an open Service Case and is scheduled for an in-home service appointment with one of our technicians on 04/11/2024. Once the technicians report has been received and reviewed, the customer will be contacted with an update. Please be advised that we cannot guarantee comfort since that is a subjective experience; what is comfortable to one person may be uncomfortable for another.
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 ******Customer Answer
Date: 04/15/2024
Good Morning.
*************** to the complaint in regards to
Lazy Boy
Yes , I had an appointment with Lazy Boy
April 11 .They wanted to charge me 180.00
Decided to write BBB instead before I give
Lazy Boy another dime of my hard earned money .Already paid over ****** for the set
Custom Made
This is a couch that just came on the Market
Which I believe this couch is a defect
It feels like wood to my entire family
They are not honoring the Manufacturer warranty
I have been calling and calling before the year
Was up . And No response / No Answer
I believe they are answering now ,due to
Manufacturer Warranty is up
Lazy Boy will always respond with
Someone will return your call
Never an response
And they asked to close the case
I dont think this matter is resolved
Thank you!
For responding BBB
Sincerely Dissatisfied CustomerBusiness Response
Date: 04/15/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
Upon reviewing the customers concerns, we found that the customer has been in communication with our service department and has an open Case #****** and is currently scheduled for service on 4/17/24. Once the review has been completed, the customer will be contacted with an update.
Kindest regards,
La-Z-Boy Incorporated,
*********************************
E-Commerce Coordinator
CM #******
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