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

  3050 Berlin Tpke Newington, CT 06111

• 

  La-Z-Boy Furniture Galleries

  4054 William Penn Hwy Monroeville, PA 15146

• 

  La-Z-Boy Furniture Galleries

  332 Route 4 East Paramus, NJ 07652

• 

  La Z Boy Furniture Galleries

  340 Haddonfield Rd Cherry Hill, NJ 08002

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/12/2024

  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.

  We purchased 9 pieces of furniture for a family room in January. It was finally delivered on yesterday (Mar 6). One of the pieces, a ******** rectangular lift-top coffee table was delivered with the top up. We have tried to push the top down (so that it looks like a normal coffee table) ever since and it won't stay down.We have contacted the store where we purchased the furniture 5 times (1x Mar 6, 4x Mar 7). Of those 5 times, no one answered and we left messages that have never been returned. The one time someone answered, I was told they would have to call me back and they never did. Two of the phones call where we left messages occurred after the store was supposed to call me back.We like the furniture but need to have the issue resolved so we can use our table.

  

  Business Response

  Date: 03/12/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  We have forwarded the customers communication to the store of purchase for review. Once the review has been completed, the customer will be contacted.
  
  Kindest regards,
  
  La-Z-Boy Incorporated,
  ******* R
  E-Commerce Coordinator
  CM ******

• Initial Complaint

  Date:03/11/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I were contemplating purchase of furniture for a room. Lay Z Boy, only after careful weeding out that we were serious potential buyers sent a designer to our house to help pick out furniture that we might like. From the beginning we were very concerned about returnability, and it was immediately clear to us that if we ordered "custom" couches, loveseats, or chairs....very clearly meaning higher end leathers or fabrics that are not normally stock items....that these would not be returnable. Very easy to understand, very easy to communicate. But we were also looking for a couple of large rugs, and potentially end tables. Out uncertainty over what would fit, what would work, was a center point of the conversation and repeatedly, over and over we had clarification that "stock items"...as opposed to the custom items like the custom leather couches we were buying...are returnable. This was stressed. We had discussions about whether 5 of the same end table would be too much of the same thing, and whether that many would even fit....etc. etc. And based entirely on RETURNABILITY, we went ahead and ordered rugs that we had never felt the fabric or seen a sample of, only pictures on a tablet, and 5 end tables. And after asking over and over and making statements about returnability we were never informed that the items would not be returnable...because apparently they are considered "custom" by the store. And now we learn even stock items have a 20% restocking fee. And yes, this is in the fine print of the contract on the little ipad that we signed without proper review. But that was ONLY because we ASKED....repeatedly....and the entire discussion was centered around the fact that we believed the non-custom-leather items were returnable. Over a $22,000 order and we want to return around $5000 of stuff, and now we can't. Never in our lives have my wife and I been so intentionally and unethically and directly misled. We feel completely abused.

  

  Business Response

  Date: 03/13/2024

  Dear BBB,
  
  We are sorry for any frustrations
  that this customer has encountered throughout their purchasing experience.
  
  We have reviewed the customers’ concerns
  with their store of purchase. The customer agreed to a 30% restocking fee for
  the table and glass that are in the customer’s possession. The customer also has two
  rugs in their possession. The store has agreed to exchange these under the
  stipulation that the customer goes into the store and looks at rug samples. The
  third rug was not delivered and has been removed from the ticket.  We have a copy of the customer’s signed terms
  and conditions along with the terms with the 3D planner.
  
  We kindly ask that this complaint
  be closed as the customer will need to follow up with their store of purchase
  if they wish to proceed with the exchange.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ******

  Customer Answer

  Date: 03/18/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  There was a follow-up phone conversation with the Ann Arbor store manager, *****, which confirmed that the rugs will also be returned and refunded minus a restocking fee.  With that clarification, we will consider the matter resolved.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a sectional sofa from La-Z-Boy on Dec 17,2023. We paid 6063.43 for the sofa which included $706 for a fabric treatment called "Ultra Shield." They had a demo in the store which had treated fabrics and non-treated fabrics and blue tinted water. They showed us how the water would not even penetrate the fabric. We bought the treatment and extended warranty for $706.
  
  When the sofa was delivered, we tested the fabric on each sectional. The water did not bubble but went right into the cushion. I called the store to see if the treatment was actually done. They said to call the Servco the warranty company. Servco said they do not cover manufacturing defects at all and to call the store. The store is now claiming that the treatment was done, but it does not perform like the sample because of the large weave of the fabric.
  
  I do not think this is the case. When tested with water the threads of the fabric get saturated instantly, it is not just flowing through the larger weave. The treatment was either not done at all, or it does not work at all like advertised.
  
  I have requested a refund for half the amount of the treatment and warranty, $353. I believe this is fair, as they either did not do the fabric treatment or it does not work as they showed me in the store. The store has stopped returning my calls and emails since I made the request.

  

  Business Response

  Date: 03/08/2024

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

  Customer Answer

  Date: 03/11/2024

  
  
  Better Business Bureau:
  
  
  The store called me and refunded me the amount requested of $353. Please see the receipt attached. I feel this is fair.

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

• Initial Complaint

  Date:03/06/2024

  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 have received marketing information from La-Z-Boy (furniture store) via postal mail for several years. A few years ago, I attempted to contact the corporate store via phone to request my contact information be removed from their database. My attempts were unsuccessful. After those attempts were unfruitful, during the last couple of years, I hand-delivered envelopes that I received from La-Z-Boy with my contact information on them to the La-Z-Boy store near the Dayton Mall in ******* ****, three times. I asked them to remove my contact information from their database. I am still receiving marketing information from La-Z-Boy via postal mail. It appears that filing a complaint via BBB is my last resort. I want my contact information removed from La-Z-Boy's database. I do not want to receive any more mail from them. Thank you in advance!

  

  Business Response

  Date: 03/06/2024

  Dear
  BBB,
  
  We
  are sorry for any frustrations that this customer has encountered.
  
  We
  have contacted the customer to request their full address so that we can submit
  it to our marketing team and request that the customer’s address be removed
  from our mailing list. 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: 03/07/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:03/04/2024

  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.

  January 2024 called i z boy schedule a repar. They said pay 185 for labor in advance. Tech come to house look at problem and order parts. Parts covered by warrenty. When part comes in they come out repair chair. Repairman was in house 5 minutes. Took pic of chair. Said in 2 days lay z boy call me tell me when parts will be in to schedule the service that I already paid for.Two weeks later I call lay z boy. They seem to have forgotten to order my parts. Now they want 15 more dollars for shipping. So I paid that. Then she said I have to send another ****** because repairman thinks it will take 2 hours. It has 4 screws. I'm not paying any more money. I do believe this maybe a scam. But it is definitely bait and switch. First customer rep didn't say anything about a charge for 2 hours.Now it's against their policy to return labor fees. Of course it is. If the Repair takes more than an hour I'll tell the serviceman to stop and leave. If it takes more than an hour to change a part with 4 screws how efficient is this worker. Service guy had no car marked lay z boy. He had no card no paper for me to sign to order parts. Could barely speak English. So they won't give my money back and now want more. Thats why im thinking this might be a scam. Regret ever buying la z boy bit that is hindsight. Can you help?************************* ******************** **********

  

  Business Response

  Date: 03/05/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  La-Z-Boy offers a limited lifetime warranty on the parts of the frame, mechanism, and springs, against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase.Fabric, leather, and standard foam padding have a one-year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. Labor to repair or replace any defective parts is covered for one year from the date of delivery of the furniture. The following is a link to our full manufacturers warranty: ************************************************************.
  
  This customer has an open Service Ticket. Upon reviewing the customers concerns, we found that the customer spoke with one of our representatives today 03/05/24. The customer was advised that parts have been ordered. Two parts have shipped, and the third part will be shipping later this week. The customer was advised that we will be sending them the tracking information once the last part ships. The representative also offered to waive one of the labor for the customer. Once the customer has received all of the parts, a service appointment will be scheduled, and the parts will be installed.
  
  We kindly ask that this complaint be closed as the customer is being serviced under the manufacturer's warranty.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* R
  E-Commerce Coordinator
  CM ******

• Initial Complaint

  Date:02/29/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ordered couch, loveseat and keather chair from Lazy-boy furniture in *********, ************. The chair is damaged/scratched in multiple places, rhe couchs have pulls and the material is flawed and bunched in numerous places. It was delivered today. We called the store immediately and said I want them replaced; all the manager said is she would call a “tech” to come look at it. According to thier website it must be returned in 3 days. We paid $9,000. this was suppose to be too of the kine furniture. Not seconds! We want our money back

  

  Business Response

  Date: 03/01/2024

  Dear BBB,
  
  We are sorry for any frustrations
  that this customer has encountered throughout their experience.
  
  Upon reviewing the customer’s
  concerns, we found that the customer has been in communication with our service
  and delivery response departments and has an open Service Ticket that is
  currently under review. Once the review has been completed, the customer will
  be contacted with an update.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* **
  E-Commerce Coordinator
  CM ******

• Initial Complaint

  Date:02/28/2024

  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 ordered and had two rocker/recliners delivered to me in June of 2020. Within the last 3 months both chairs have had the ratchet system break. I am 74 yrs old and have ALWAYS had Lazy Boy in my home and have never ever had issues this fast!!!!!!! I am the only person who uses the chairs and now I must pay for repair. I realize the parts are under warranty, however, it will cost me close to ****** for a service call and repair of these chairs. This failure so quickly after purchase, and for one person to use the chairs and they fail is a travesty for the **************** I have always known. Where is the pride in product from years past? These two chairs are SKU L473787270. I Don't know how to upload and all of that nonsense to send proof of purchase but I have it. I can be reached at ******************** or a personal phone call would be nice at **********.

  

  Business Response

  Date: 02/28/2024

  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 #******

• Initial Complaint

  Date:02/27/2024

  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.

  Purchased 2 La Z Boy chairs, sofa, & 5 year leather warranty on 2/20/19. Product was delivered on 4/17/19. One chair the leather color has faded off. I filed a claim #****** on 2/23/23 to have the chair repaired (re-dye). Today 2/26/23 I received a declined stating "Thank you for providing the information that was necessary for us to evaluate your service eligibility as defined by the Terms and Conditions contained within your service contract. Our assessment of the damage is that it is not from a particular incident, but is from Wear & Tear Caused By Repeated Use." This damage is not from wear, it is from the cheap dye on this leather that rubbed off. If they don't want to honor the warranty that this company "brags" about being so good, I would like my warranty money back to have a reputable company re-dye the leather.

  

  Business Response

  Date: 02/27/2024

  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 ******

  Customer Answer

  Date: 02/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I have attached both the Sales Slip and Delivery Slip.  I find this confusing because when I called La Z Boy, they were able to find this purchase immediately & said I only had to 4/17/24 to file this claim.  Is this just a delay tactic to get me to withdraw my claim?  Customer ************ Invoice *********** Delivered on April 17,2019.
  
  
  
  Sincerely,
  
  
  
  ****** *****-********

  

  Business Response

  Date: 02/28/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer
  has encountered throughout their service experience.
  
  La-Z-Boy offers a
  limited lifetime warranty on the parts of the frame, mechanism and springs,
  against manufacturing defects, for as long as the original purchaser owns the
  product and can supply their dated receipt as proof of purchase. Fabric,
  leather and standard foam padding have a one year warranty, against
  manufacturing defects, from the date of delivery of the furniture into the
  customer's home. Electrical components are covered for 3 years, and labor to
  repair or replace any defective parts is also covered for one year from the
  date of delivery of the furniture.
  
  At the time of sale,
  select La-Z-Boy retailers offer additional protection plans through various
  third-party companies, who offer coverage on an assortment of concerns that
  fall outside of the manufacturer's warranty. Upon reviewing this customer’s
  concerns, we found that the customer purchased a protection plan through a
  company called ServeCo.

  As ServeCo is a
  third-party company, La-Z-Boy is unable to overrule their decision to deny a
  claim for any reason. If the customer disagrees with ServeCo’s decision to deny
  their claim, they will need to continue to work with ServeCo.
  
  We, La-Z-Boy, does not
  have access to the third-party warranty company’s customer records. The
  customer will need to continue to work through ServeCo for an update on their
  claim.
  
  We kindly ask that
  this complaint be closed as the customer will need to continue to work through
  their third party warranty. 
  
  Kindest regards,
  La-Z-Boy Incorporated,
  

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

  Customer Answer

  Date: 02/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  La Z Boy sold the 5 Year Leather warranty - NOT 1 Year.  This is a company that La Z Boy employs & if they can’t stand behind their Sale, it is not worth the paper it is written on.  It is easy to push off to the 3rd party when all they are viewing is a picture.  I will also be happy to file another BBB against the 3rd party provider but La Z Boy bears responsibility for selling this junk warranty.
  
  
  
  Sincerely,
  
  
  
  ****** *****-********

• Initial Complaint

  Date:02/16/2024

  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.

  Purchased a sectional and pillows in early 2021 for over $7,000. We were told lifetime guarantee on the frame and 5 years on the rest . The receipt we have shows the 5 year warranty. In addition, we have an email from one of their employees referencing it- when we were making the purchase. Fast forward to June 2021 and we finally get the sectional - it was delivered to us with one of the sections ripped. We the. Had to wait 2 more months for them to remedy it and had to take another day off work ( August of 2021). Fast forward to October of 2022 and one of the recliners in the sectional has sagged in. We then have to pay to have a rep from their firm to come out and tell us the springs need to be replaced. Faulty springs on an item that is only 14 months old. We are told we’d need to pay for iit and had to lose another day of work. Fast forward just a little over a year and we are having problems with the sectional again. This would, again, be another day off work and they are saying we would need to pay for the labor, again.
  
  This is certainly not our first couch or sectional. We have never had to have furniture repaired and certainly not 3 times in 2.5 years. And certainly not for a piece of furniture that was $7,000 AND with a company that touts lifetime guarantees and extended 5 year warranties. We were given a faulty product and mislead on the warranty.
  
  We have asked the company for either a refund and they can come get the faulty product or a credit for the full amount to select new furniture. The representative I spoke to refused.

  

  Business Response

  Date: 02/16/2024

  
  Dear BBB,
  
  We are sorry for any frustrations
  that this customer has encountered throughout their service experience.
  
  La-Z-Boy offers a limited lifetime
  warranty on the parts of the frame, mechanism, and springs, against
  manufacturing defects, for as long as the original purchaser owns the product
  and can supply their dated receipt as proof of purchase. Fabric, leather, and
  standard foam padding have a one-year warranty, against manufacturing defects,
  from the date of delivery of the furniture into the customer's home. 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: ************************************************************.
  
  At the time of sale, select
  La-Z-Boy retailers offer additional protection plans through various
  third-party companies, who offer coverage on an assortment of concerns that
  fall outside of the manufacturer's warranty. Upon reviewing this customer’s
  concerns, we found that the customer purchased a protection plan through a
  company called ServeCo. If the customer wishes to file a claim with ServeCo, they
  can reach them directly at ***** ********.
  
  This customer has an open Service Case
  and has been in active communication with our service department. The customer’s
  furniture was delivered in 2021. They are now 2 years outside of the manufacturer’s
  warranty for the fabric, padding and labor. We offered to send a technician out
  to the customer’s home to which they denied as they did not want to pay the
  labor fee. We then offered to review the customer’s concerns through pictures.
  The customer submitted their photos today, and we responded to the customer advising
  that the photos were under review and that they would be contacted once the
  review was completed.
  
  We kindly ask that this complaint
  be closed as the customer has been in active communication with our service
  department.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ******
  

  Customer Answer

  Date: 02/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Again, it is a faulty product. In 2.5 years it has had to get fixed 3 times- at not only a financial cost to us but a loss of employment for the day.

  I have reached out to them and their response is to pay to have someone fix their inferior product. So there had not been a solution or resolution. They just want this to go away. There are groups with thousands of people in them going through the same thing. La-Z-Boy knows they have a quality issue just based on the complaints they are getting. Yet, they continue to sell products touting quality and warranties.

  We were told lifetime guarantee on frame and 5 years on everything else. This was a $7,000 product that arrived with a glaring error. There was no quality control and it never should have left there plant like this to begin with . I’ve had couches I purchased for a fraction of the cost that have held up better. 
  

  they delivered an inferior product and need to take responsibility by either refunding our money or giving us credit.

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

  

  Business Response

  Date: 02/20/2024

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

  As
  stated in our previous response, the customer’s furniture was delivered in
  2021. They are now 2 years outside of the manufacturer’s warranty for the
  fabric, padding and labor. The customer submitted photos of their concerns with
  their furniture, which has been reviewed by the customer’s local La-Z-Boy technician,
  and by our Product Specialist Team. The customer’s furniture was found to have
  no manufacturing or material defects. Periodically, some cushions may require
  hand fluffing to return them to their original shape. Comfort wrinkles are a
  function of the design and comfort of many styles and should not be interpreted
  as defective or a flaw.
  
  We
  have offered to order additional blown fiber to have stuffed into the backs of
  the customer’s furniture, however the padding and labor would be on a charge
  basis. The customer was asked to notify us if they wish to proceed with the
  padding order.
  
  We kindly ask that this complaint be closed.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ******

• Initial Complaint

  Date:02/16/2024

  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.

  Purchased a recliner chair on November 18, 2023. Delivery of chair occurred on December 27th, 2023 the chair was not in working order at delivery. Went to store to try and return the chair was informed that we had to work through their customer service center. You have to hold no less than 20 minutes everytime you call their customer service center. They have one person that services the 46135 area code. We schedule them to come and look at the chair to access for repair. They were scheduled for January 10th and were a no show. We called again and scheduled for January 18th and the tech came and spent about 10 minutes and orderd parts to be delivered. We had to reschedule for a tech to come back after we got parts a week or so later. Earliest we could get the tech back out was February 14th. The tech came and installed parts which did not fix the chair. I called their customer service yet again and still no resolution. We would just like our money back and go elsewhere to get a working recliner for my 84 year old mother. I have requested a refund from them multiple times to no avail. The store says to call customer care and customer care says to call the store. The service has been so bad from the start. The customer should not have to do all this leg work for a product that was delivered in broken non working form from the get go.

  

  Business Response

  Date: 02/16/2024

  Dear BBB,
  
  We are sorry for any frustrations
  that this customer has encountered throughout their service experience.
  
  Upon reviewing the customer’s
  concerns, we found that the customer has been in communication with our service
  department and has an open Service Ticket that is currently under review. Once
  the review has been completed, the customer will be contacted with an update.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  *******
  E-Commerce Coordinator
  CM ******

  Customer Answer

  Date: 02/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because. I have waited multiple days for a response from their customer service.  At this point it has stretched out for months and 3 separate service calls.  Enough is enough we just want a refund and to be done with the company.  I have been patient beyond what should be acceptable. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 02/16/2024

  Dear BBB,
  
  Thank you for alerting us to this
  customer’s reply.
  
  We have completed the review of
  the customer’s ticket. Upon further review of the technician’s report, additional
  mechanism parts have been ordered to resolve the concerns. The parts will arrive
  at the customer’s home within 10 business days. We went ahead and prescheduled
  the customer for our next available installation appointment on 03/13/24. The
  customer will receive a call the evening before with their time frame window. We
  are confident that our La-Z-Boy certified technician will be able to repair
  this customer’s unit and bring it up to manufacturing specifications. Per the terms and conditions that were signed at the
  time of sale, refunds are not available. 
  
  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: 02/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is the same response as previously provided that was rejected before.   They have already made 3 attempts to fix the chair to no avail.  This is dragging on for 4 months.  At this point we just want the chair returned and our money back.  This is not a reasonable  process to attempt to fix a chair that was delivered broke . 
  
  
  Sincerely,
  
  
  
  ***** ****