Complaints

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

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• 

  La-Z-Boy Inc.

  1 Lazboy Dr Monroe, MI 48162-5138

  
• 

  La-Z- Boy Furniture Galllery

  721 Long Hill Rd Groton, CT 06340

• 

  La-Z-Boy Furniture Galleries

  265 Glen Cove Rd Carle Place, NY 11514

• 

  La-Z-Boy Furniture Galleries

  100 Quinn Drive Pittsburgh, PA 15275

• 

  La-Z-Boy

  21320 Signal Hill Plz Sterling, VA 20164

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:04/02/2024

  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.

  [BBB Transcription via **** AG]

  Constituent purchased lazy boy chair from Lazy Boy on 2/24/24. She wants to return it because it does
  not function properly. Lazy boy will not refund her.

  

  Business Response

  Date: 04/02/2024

  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 manufacturers warranty: ************************************************************.
  
  Upon reviewing this customers concerns, we found that the customer took delivery of their recliner on 02/29/24. The customer contacted the service department on 03/08/24, reporting that the manual handle was too difficult to operate, and stated that she did not have issues when trying out the floor model at the store. A technician went out to the customers home on 03/12/24. The technician adjusted the mechanism and explained to the customer how the unit operated. A few days later, the customer called the store stating that the recliner was now too wobbly and asked to return the recliner for a refund. Per the terms and conditions that were signed at the time of sale, refunds are not available. However, the store offered to swap out their recliner with the floor model recliner or offered a store credit to choose a different style. The customer refused both offers. A technician was scheduled back out to the customers home on 03/20/24. The technician found the customers recliner to be built to manufacturing specifications. The technician offered to adjust the mechanism back to how it was previously, however the customer rejected this offer.
  
  We kindly ask that this complaint be closed as the customers furniture is up to manufacturing standards.  
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* R
  E-Commerce Coordinator
  CM # ******

• Initial Complaint

  Date:04/01/2024

  Type:Product 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.

  Ordered a sofa on 8/19/23 at La-Z-Boy in ********** **. ****** ****** was our sales rep. Sofa was delivered on 10/3/23. The rear seat backs of the reclining section were different heights, one slanted sideways and on of the seat cushions was mishaped. We called the store and ****** said to accept delivery and he would send a tech out that it was an easy fix. The local tech "******" called that day and said it was a common issue and just the padding which would expand within 2 weeks. We waited two weeks and called ****** back when the issue did not resolve itself. ****** was not available as he was on vacation. We made several other attempts and finally got ****** to come out the week after Thanksgiving (almost 2 months later). He looked at the sofa and said he could not fix it. La-z-boy then called back a few days later and said the store would contact us about reordering. We did not hear from the store and went in on 12/9/23 and worked with ****** to get the sofa reordered - he told us no matter what do not accept the sofa the 2nd time if it is not correct. The 2nd sofa was delivered on 2/9/24. They took it off the truck and it had craftsmanship issues as well (seat backs were not correct). We took pictures and the delivery crew took the sofa away. We have not heard back from anybody since that day. I called ****** about a month ago and he said he would put a ticket in with ComfortCare. I called ComfortCare today (4.1.24) and they said they can't do anything about it. Only the store can resolve this issue. At this point, we want the couch returned and a full refund. The padding in one of the seats is sunken in now, the other padding issues have not been resolved and it doesn't seem like La-Z-Boy wants to do anything about this issue. I have photos of the issues that I can share if need be.

  

  Business Response

  Date: 04/03/2024

  Dear BBB,
  
  We are sorry for any frustrations
  that this customer has encountered throughout their purchasing experience.
  
  We have reviewed the customer’s
  concerns with their store of purchase. The customer has been approved for a
  refund of their sofa upon the return of the item. We have spoken with the
  customer today 04/03/24, and the customer is accepting of this resolution. The store
  will be in contact with the customer within the next 48 hours to schedule the
  pickup of the sofa.
  
  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: 04/07/2024

  
  
  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. The store will not offer a refund until they pick up the sofa.  This is scheduled for Saturday the 19th. We will reopen if needed after the pickup should they not refund our money.
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:04/01/2024

  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.

  Extended protection plan is a complete scam and worthless.
  Purchased a sofa and the extended protection plan on 2-19-23. Sofa took a couple of months to be delivered, which is fine. After a year, the fabric on cushions are beginning to .pill and look extremely worn and dirty. We've tried cleaning, but nothing works. Attempted to contact service, but the only option is to leave a message. ALL customer service phone numbers to to same prompt - you must enter zip code (understandable) then the only option is to press 1 and wait. Nobody answers, and you have to leave a message. They never call back. Called store, they can't help, but did get someone from "comfort care" to call me back, but they can't help with warranty issues. They gave a callback phone number and a number for protection plan - both numbers go to same message system described above. At this point, we're willing to pay for new couch cushions or covers, but can't find a way to do that. And the protection plan is useless. We'll take the hit on the cost of the couch and never shop La-Z-Boy again.
  We want our money back for the protection plan.

  

  Business Response

  Date: 04/01/2024

  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. This 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. Per the terms that were signed
  for at the time of sale, protection plans are non-refundable.
  
  Upon reviewing the customer’s
  concerns. We found that the customer had contacted La-Z-Boy’s service department
  on 03/26/24 to report concerns with the fabric on their sofa that was delivered
  in February 2023. The customer was advised that due to being outside of the one-year
  fabric and labor warranties, repairs would be on a charge basis. The customer had
  advised that they would contact ServeCo to see if their claim would be covered,
  and if not, they would call La-Z-Boy back to proceed with service on a charge basis.
  We have not heard back from the customer.
  
  If the customer wishes to proceed
  with service on a charge basis through La-Z-Boy, they can reach the service
  department back at ************ or at *************************.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* **
  E-Commerce Coordinator
  CM ******

• Initial Complaint

  Date:03/28/2024

  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.

  Looking for a refund of $39.99 that I was charged to get an item delivered from their warehouse to their store, I can not believe that they are allowed to scam everyone with this charge for there own logistics. Not our fault that they do not stock any items.
  
  ***** ******* is the customer

  

  Business Response

  Date: 04/19/2024

  Dear BBB,
  
  We are sorry for any frustrations
  that this customer has encountered throughout their purchasing experience.
  
  Please note that financial
  transactions are handled directly at the customer's retail location where they
  purchased the furniture. We have contacted the customer’s store of purchase and
  asked that they contact the customer to assist with their request. 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,
  ******* *
  E-Commerce Coordinator
  CM ******

• Initial Complaint

  Date:03/26/2024

  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.

  The date of this transaction is November 26, 2023. The furniture in this complaint was purchased from La Z Boy Furniture 175 in Florence KY, located at 7991 Mall Road. The store phone number is ************. The original amount paid was $7,446.42, paid in full date of purchase. At the time of purchase, I also purchased an extended warranty, along with the warranty already provided. The sales associate was ******** *******. This is not a complaint toward her, or even the store. It is the La-Z-Boy company and what they failed to provide. We were promised our furniture would be delivered within 6 weeks, 8 at the most. It didn't arrive until February 6, 2024. We were not provided updates, as promised, until we reached out to find out where our furniture was. At that time, *** provided us a monetary refund for our troubles. However, we've had more troubles since and now, we're unable to get the issue resolved. We have had numerous issues trying to figure out why the extended warranty company claims we are not in their system. Then, we did finally get it figured out that La Z Boy is responsible for the first year .On February 22, I started a claim to repair a tear on the sofa. It is now 3/25/2024 and no one has been to our home to fix this issue. We have made numerous calls and received two phone calls back that were missed, but left us with no information about helping with the issue. I am trying to be as detailed as possible, but I don't have enough characters to list all the phone calls I've made, messages left, and solutions I've tried to offer since it seems everyone is too busy to help with this matter. After spending so much on furniture, I would appreciate an actual visit to my home as soon as possible so this tear in the material does not become worse. I'm unsure why it is taking so long to just give me some dates of possible consultation to fix this issue. I have been patient enough and it's really out of the store's hands to help now.

  

  Business Response

  Date: 03/27/2024

  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 the customer’s concerns, we found that the customer reported concerns
  with the fabric on their sofa and a service case was opened on 03/04/24. One of
  our technicians had attempted to contact the customer by phone on 03/12, 03/18
  and 03/26. Each time a voicemail had to be left. The technician has asked the customer
  to submit photos of their concerns. Once the photos have been received, we will
  be able to assist further.
  
  We
  kindly ask that this complaint be closed as the local technician has made
  multiple attempts to contact the customer and is waiting for a call/ text back from the customer.
  
  Kindest
  regards,
  La-Z-Boy
  Incorporated,
  ******* **
  E-Commerce
  Coordinator
  CM ******

  Customer Answer

  Date: 03/28/2024

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

  Not complete factual information. Timeline (I can provide phone records and screen shots) is below:

  2/22-I filed the request for repair with the wrong company based on what Lazboy in Florence, KY advised.

  3/4-Filed repair case with Lazboy. I was told I would receive a call within the next day or two from technician who would need to come to my house.

  3/11-Called again b/c I was never contacted by technician. The CS rep said I should've already been contacted, apologized and said she'd be sure I was contacted soon.

  3/12-I missed a phone call, 6 second message, from tech.

  3/13-Returned phone call, no response, left message.

  3/15-I called tech again, no response, left message.

  3/18-I called tech again, no response, left message.

  3/18-Tech called at 4:45. I was at work. Missed the call. He left 6 second message with only his name and number again.

  3/20-I called tech again. No response. I left a detailed message. I asked him to call me and if I missed the call, please leave a message explaining how I could reach him easier since he wasn't able to answer phone calls and I wanted this matter taken care of asap.

  3/25-I called tech again. No response. I left another detailed message.

  3/25-Reached out to BBB b/c I felt his attempt at 2 phone calls in 20 days wasn't going to get the issue fixed.

  3/26-Tech called me. I missed the call. He left a message stating he needed photos so he could order a new part. This was the first time I heard that I needed to provide photos. Also, he didn't tell me how to submit those photos, so I assumed I would text them to the number he called from. I also thought he needed to come and see the furniture to assess the best way to fix this.

  3/27-Within 24 hours, I texted him photos and an explanation of the damage.

  3/27-He replied that he needed to order a new uph arm. I'm uncertain why he didn't have to come see the furniture. If his solution could've been taken care of with details of the damage, I had already left all that information with the CS Rep I talked to back on March 4 and March 11. She told me the next step was the tech coming to my house.

  3/27-I asked what the estimated time to get the piece would be. I asked b/c when we ordered the furniture, it took much longer to receive b/c it was custom and the material wasn't readily available. I'm worried this is going to take months to fix.  Well, it will be months b/c now, we're at almost one month since I filed the initial request. If this whole piece is ordered and it takes another 3-4 weeks, as he stated, then that will put it at two months. 

  3/27-He replied to my text "3-4 weeks".

  Please do not say "multiple attempts were made to contact". Two in a 20 day period is not multiple. And, I tried to respond as soon as possible. 

  I'm dissatisfied at how long it's taking to fix damage to furniture that costed me $7,000. 

  Honestly, if asked what my satisfactory resolution would be, I'm not sure b/c I have to have the furniture as I don't have more furniture and can't afford to buy more. I think from the beginning of the purchase LaZBoy has been unsatisfactory. We were promised a time frame. We even added a little longer to our expectations and then it went beyond even that. We never received ANY updates from LaZBoy, as the sales associate said we would.  When I would call to check, she would then look into it and provide me with updates. The first update was that they didn't have enough of the material needed to complete our set so they had to order more and that put them behind. Then, I called for another update and she said there was a metal piece that they had to order, so that put them behind even more. At that time, she did refund our delivery cost, for our frustrations, but, we now continue to be frustrated. I'm surprised that it would tear this easily, scaring me now, as I think we may continue to have these issues with the three pieces. I know accidents happen, I'm not unrealistic. However, I'm just upset that I had such high expectations, saved for a long time to order from a name like LaZBoy, and my expectations have not been met. I love the look of the furniture, but, if it doesn't hold up to being furniture we can actually use, and not just show, then it's very disappointing.

  I do not wish to close this complaint until the furniture is repaired. I'm a bit leery of closing this complaint, and then having to deal with a repair taking months to fix. I'd prefer to keep this open until the new piece is in place and my furniture is complete.

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

  

  Business Response

  Date: 04/01/2024

  Dear BBB,
  
  Thank you for alerting us to this
  customer’s reply. 
  
  We have reviewed the customer’s concerns
  with the local technician. A new upholstered arm for the customer’s sofa has
  been ordered. The arm will be shipped to the technician within 22 business
  days. Once received, the customer will be contacted by the technician to
  schedule the installation appointment.
  
  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: 04/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  22 business days..I will wait to close when the issue is fixed. Yes, the technician called me to let me know he ordered a part and it would be here in 3-4 weeks, possibly sooner. However, he also stated he is behind on service calls b/c he is the only technician in my area. So, even after the part arrives, I still may not be first in his books to be repaired. This issue began on Feb 22, 16 days after receiving the new furniture. I was told on Feb 22 who I needed to contact and that turned out to be the wrong company and I was finally given correct information to contact Comfort Care. The time it’s taking for everything to be resolved is not satisfactory. If the tech didn’t need to visit, and photos through a text were enough to order the new part, then that could’ve been done on March 4, my first contact with Comfort Care, instead of 4 weeks later on March 28. I want the complaint left open until the furniture is fixed. 22 business days from today will be May 1. How is this satisfactory? If the new part was ordered  March 4, the part would be here now and I could get on the technician’s busy schedule. I will not close this and will not consider this current situation satisfactory. Thank you. 
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:03/25/2024

  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.

  I recently purchased a sofa from Lazboy and, although generally happy with my purchase, I am baffled as to why I am suddenly receiving unsolicited promotional mailings. I was able to research and purchase the sofa without ever having received any unsolicited promotional mailings from this company before, so I am uncertain as to why they mistake my patronage as an invitation to harass me like this? I specifically requested, at the time of the purchase, that I be removed from all mailing lists as I work in a green industry and am opposed to the hundreds of millions of flyers that companies send every year in order to market themselves. Most of these end up in landfills, thereby qualifying as an extreme waste of our dwindling resources. I was able to find and purchase a Lazboy sofa without these stupid flyers..... why does Lazboy suddenly think they need to bombard with flyers now?

  

  Business Response

  Date: 03/25/2024

  Dear BBB, 

  We are sorry for any frustrations that this customer has encountered. 

  If the customer prefers to no longer receive any marketing emails or mailers from us, they may opt out by clicking the "Unsubscribe" link at the bottom of any of our emails. If you are opted into our text marketing program, you may opt out by texting the number you are receiving our marketing texts from with the keyword STOP, END, CANCEL, UNSUBSCRIBE or QUIT. You may also text the keyword HELP for more information, or otherwise refer to the texting program’s terms. Note that opting out of marketing communications may not affect your ability to receive transactional communications such as updates on your purchased orders. Also, the customer can email [email protected] to request they be removed from any future mailing list and marketing programs. 

  Kindest regards,
  La-Z-Boy Incorporated,

   

  ***** *********** 
  

  E-Commerce Coordinator
  CM #******

   

   

  Customer Answer

  Date: 03/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my complaint is not predicated on email marketing. I even included an attachment showing that it is based on paper mailings. There are no options to opt out of paper mailings. Kindly do this on your end since I never consented to being harassed like this in the first place. I am a paying customer. It is on you to correct this 
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 03/26/2024

  Dear BBB,
  
  Thank you for alerting us to this
  customer’s reply.
  
  We have forwarded the customer’s
  home address to our marketing team and have requested that the customer be
  removed from our mailing list.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* **
  E-Commerce Coordinator
  CM ******

  Customer Answer

  Date: 03/26/2024

  
  
  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,
  
  
  
  **** *******

• Initial Complaint

  Date:03/25/2024

  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.

  Well I payed lazboy service over two years ago to come and repair my furniture. They came out send the parts were wrong that the tech ordered so they reordered part and the repair guy never came back finally got them to come out February 6 2024 and the same thing the parts they ordered 2 years ago were not right and I haven’t heard a thing from them

  

  Business Response

  Date: 03/25/2024

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

  This customer was called on 2/15/24 to discuss the technicians report, there was no answer. A message was left to please reach out to the Comfort Care Team at ************ to discuss technicians report, #***********, and possible next steps, we have not heard back from the customer. 

  Kindest regards,
  La-Z-Boy Incorporated,
  

  ***** *********** 
  E-Commerce Coordinator
  CM #******

  Customer Answer

  Date: 03/28/2024

  [BBB Transcription via Email]
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Well I looked back on my missed calls and I have no messages on 2/15/24 from them. the last time I called there phone number I was on hold for over 30 minutes and no one ever answered .so I’ll be waiting on a phone call from them.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 04/02/2024

  
  Dear BBB,
  
  Thank
  you for alerting us to this customer’s reply.

  One of our service
  representatives contacted the customer today 04/02/24 to discuss the next steps
  in the repair process. The customer has asked for a quote on the cost of
  repairs. Our representative reached out to the technician for clarification on
  parts needed. Once a response has been received, the customer will be contacted
  and given a quote on repairs.
  Kindest regards,

  La-Z-Boy Incorporated,
  
  ******* *. 
  E-Commerce Coordinator
  CM #******

  Customer Answer

  Date: 04/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  It has been a week and not a call back from them. How about they come and pick up there furniture and give me some money back and will be done with this.
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 04/11/2024

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their servicer experience.
  
  Per the customers request, a service quotation has been provided to repair the Loveseat. This time the requested quotation was sent via email to the customer. Following the customer reviewing the quotation, if the customer would to proceed with the repair, we requested that the customer call our Comfort Care team to purchase the parts and to schedule a service date.

  Kindest regards,
  La-Z-Boy Incorporated,
  

  ***** *********** 
  E-Commerce Coordinator
  CM #******

  Customer Answer

  Date: 04/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I paid $600 to have this fixed two years ago and I made a appointment to have it fixed your service guy called me and said he had a wreck and was not able to come and would reschedule and he never did now you want over 500 more to fix the same love seat how about you give me my $600 dollars back I will drop the parts that I’ve had at the store here in town and I’ll never buy a thing from you again and i bought a extended warranty that I found out later was a waste on money because all it covered was the material and cleaning  but the salesman told me it covered parts so I was lied to about that 
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:03/22/2024

  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.

  Furniture was unable to put it together and the person that delivered it just laid it on the rest, called the customer care center and sent a technician. He was here for hour and a half could not fix it and try to do the same thing I caught him had to get the manager from La-Z-Boy Ville North Carolina to call to get another person bring out another piece they did not. They sent another technician to try to fix it. He could not get a phone call from the corporate office and told me that they would not do anything with it. it was within the tolerance told him that was unacceptable. None of the pieces in the showroom was like this and I can’t believe that they would put a piece of furniture in their house that does not match up , in the conversation, I asked them to send me through email the tolerances manual and all they did was send me email saying that it’s tolerance a lot of money and they are not fulfilling their end contract. I want two new pieces and put together thank you.

  

  Business Response

  Date: 03/25/2024

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their service
  experience.
  
  We are unable to
  locate the customer’s 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 #******

• Initial Complaint

  Date:03/19/2024

  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 purchased a couch and love seat from La-z-boy on *********** **. On March 3, 2024
  I tried to file a complaint with this store but it wasn't an option so I had to select the ******* **** store.
  I purchased the furniture from ****** Wells.
  I explained to her that I wouldn't be home on the day of delivery as I work , but my husband would be home. I explained that my husband has cancer and is sick so I needed to know exactly how the delivery works.
  I asked if we needed to move our old furniture out, she said no that the delivery team moves it. That was not true. The delivery team showed up and said that they DO NOT move furniture and that La-z-boy knows this.
  My husband called the store as ****** gave me her business card and said if they for some reason say they won't move the furniture to call her at the store and she would take care of it. A different sales person told the company they had to move the furniture. Our furniture was delivered
  ****** is off every Thursday and Friday, and she new that the furniture was being delivered on Thursday. She was not being truthful to me.
  When I did try and call about the problem that morning at 8:30 I couldn't get ahold of anyone as the store doesn't open until 10:00.
  I called the store back the next morning to ask what had happened and why and was told ****** and the store manager were out that day.
  I called today March 9th to speak to ****** about what she had told me would happen and what actually happened. She danced around the issue and blamed everything on the 3rd party moving company and said that she did nothing wrong.
  I feel that the store is deceptive in their sales practices and will say anything for a sale.

  

  Business Response

  Date: 03/19/2024

  Dear
  BBB,
  
  We
  are sorry for any frustrations that this customer has encountered throughout
  their purchasing experience.
  
  We
  have forwarded the customer’s complaint to their store of purchase for review and requested that the customer is contacted.  
  
  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,
  ******* *
  E-Commerce
  Coordinator
  CM ******

  Customer Answer

  Date: 03/20/2024

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

  I have already attempted to contact this store by phone 3 times and the manager was out "sick".

  I then filed the Bbb for their store and this week they sent it to corporate which is you instead of calling me

  Now you are going to send it back to them?

  Now you see why  I filed the complaint to begin with.  No one will contact me and take responsibility for what had happened.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 03/20/2024

  Dear BBB,

  We apologize that the customer is not satisfied with the delivery and the store. We have forwarded this to the store of purchase to make them aware of the situation. We kindly ask that this complaint be closed as we have made the store personnel aware of the delivery situation and the customer will need to work with the store of purchase for a resolution.

  Kindest Regards,

  La-Z-Boy Incorporated,
  ***** *,
  E-Commerce Coordinator
  CM ******

  Customer Answer

  Date: 03/24/2024

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

  I have tried multiple times to speak with the manager.  He will not return my call.

  I will now leave a review on google.  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:03/19/2024

  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.

  Custom order of sofa, loveseat and chair. The sofa arrived damaged and made very poorly. It is bad quality work. It has numerous very noticeable misaligned seams. The biggest issue, the middle section non movable bottom cushion is too large for the section. It is an eye sore. Photos of the suit in store that was not the correct color and the same sofa advertised does not look like the sofa that was delivered to my home. Customer service is extremely rude. Corporate has not helped. La-Z-Boy is not standing behind their product. It's apparent that they do not demand high quality manufacturing of their products. From having to wake up the delivery drivers when I got home to dealing with local customer service has been a nightmare. Movable parts, realign. My 17 year old sofa this replaced looked better and higher quality than this unit that was delivered. This is not the sofa I ordered (who would order a sofa with this many issues?) I expect La-Z-Boy to deliver a sofa made with high quality standards and cushions that are the correct size.
  This was purchased in November 2023, paid cash for then and it was delivered in February of 2024. This has been a fight ever since. This sofa still has the tags hanging on it in my home. This is unacceptable that this company will take your money, display products in their showroom then deliver a completely different sofa of poor quality.

  

  Business Response

  Date: 03/19/2024

  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 purchased from an independently owned
  and operated La-Z-Boy retailer. The customer had contacted the store’s service
  department to report alignment concerns with the sofa. The service department
  found no concerns with alignment, and advised that the sofa was up to
  manufacturing specifications. The customer then contacted corporate to report
  the same concerns. Photos were requested from the customer, then submitted to
  the next level of support for review. Again, no alignment concerns were found
  on the sofa. The customer’s sofa is built to manufacturing standards. La-Z-Boy
  products are hand crafted and variations can occur. With reclining units, there
  is some allowance for alignment, because they are individual pieces that move
  independently.
  
  We kindly ask that this complaint
  be closed as the customer’s furniture is up to manufacturing standards. If the
  customer wishes to further discuss their concerns, they would need to work with
  their store of purchase.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ******

  Customer Answer

  Date: 03/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the middle section is non-moving. This looks like a three year old made it. Moving parts realign.  My other sofa had moving parts and did not look like this. Furniture on the show room floor doesn't look like this.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 03/19/2024

  Dear
  BBB,
  
  Thank you for alerting us to this customer’s reply.
  
  We
  have forwarded the customer’s additional communication over to their store of
  purchase for review and requested that the customer is contacted.
  
  Kindest
  regards,
  La-Z-Boy
  Incorporated,
  ******* *
  E-Commerce
  Coordinator
  CM ******

  Customer Answer

  Date: 03/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: local customer service has been no help. Seams should not be inches off and cushions should not be made too large. Does not look like advertised product.
  
  
  
  Sincerely,
  
  
  
  ****** ********