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
- 606 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:02/16/2024
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.
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,
***** ****Initial Complaint
Date:02/15/2024
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 have requested more than once for this business to remove my name and address from their postal mailing list. My requests have been ignored. I want them to honor my request to be removed from their mailing list and stop sending me junk mail.Business Response
Date: 02/15/2024
Dear BBB,
We are sorry for any frustrations
that this customer has encountered.
We have forwarded the customer’s information
to our marketing team and requested that the customer’s information be removed
from the mailing list.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 02/15/2024
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.
However, I will file another complaint if the mailings do not stop.
Sincerely,
**** *******Initial Complaint
Date:02/06/2024
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 7/17/22 purchased a Lazy Boy Recliner from their store at *******************************************************************************. Had issues with it and they replaced the mechanism last year. Since October of 2023 been calling and contacting them due to additional issues with the chair. Found out, after they drug their feet for several months, ********************* had the extended warranty contract. (Purchased this when I bought the chair. 5-year warranty I was told would cover everything) So, contacted them, (see my complaint #******** with BBB) and yes, they did call, but I was informed that they would only repair the HOT control panel when it came in. None of the other issues could be addressed. I have a chair that is falling apart. Material where it attaches is ripped, it rocks while in reclined position, padding is failing and not holding up, and the charging port is ***** degrees. They told me unplug it as it is a fire hazard. Since neither Lazy Boy or ******* will fix or honor the agreement, I want my money back and they can pick up the chair. The quality of Lazy Boy not what it used to be and neither is their warranty.Business Response
Date: 02/06/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
******** 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 ******** 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 customers concerns, we found that the customer had purchased a protection plan through ******* for the power components on their recliner. We,********, does not have access to the third-party warranty companys customer records. We have contacted ******* on the customers behalf and were advised that the customer has been in active communication with *******. ******* responded to the customer via email yesterday 02/05/24, advising that an electrical part was being ordered, and the customer was asked to contact ******* back upon receiving the part, to schedule the installation appointment.
We kindly ask that this complaint be closed as the customer is being serviced under the ******* protection plan.
Kindest regards,
******** Incorporated,
******* R
E-Commerce Coordinator
CM ******Customer Answer
Date: 02/06/2024
Complaint: 21250698
I am rejecting this response because:
Sincerely,
*************************Customer Answer
Date: 02/06/2024
Complaint: 21250698
I am rejecting this response because: The current problem with my chair has already been repaired once and the same problem has happened again shortly after. I called while i still had manufacturer warranty several times and even visited the store but Lazy Boy refused to get matters handled in a timely manner until the manufacturer warranty ran out and then said its not our problem anymore. I had warranty they did not honor it.
Sincerely,
*************************Business Response
Date: 02/06/2024
Dear BBB,
Thank you for alerting us to this customers reply.
The customer received delivery of their recliner in July 2022. The customer contacted **************************** for the first time in November 2022 to report concerns with the footrest and with the padding on the seat. A technician went to the customers home and replaced broken mechanism parts. The concerns with the seat padding were found to be within standards, however a replacement seat was also ordered and installed for the customer as a courtesy.
It was not until December 2023 when the customer contacted *****Boy to report concerns with the power components,to which the customer was then outside of the labor warranty. As stated in our previous response, electrical components are covered for 3 years, and labor to repair or replace any defective parts is covered for one year from the date of delivery of the furniture. The customer was directed to contact ******* for the electrical concerns as they are still covered for both the parts and labor under that protection plan.
We kindly ask that this complaint be closed as the customer is being serviced under the ******* protection plan.
Kindest regards,
*****Boy Incorporated,
******* R
E-Commerce Coordinator
CM ******Initial Complaint
Date:02/06/2024
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.
Special order recliner, as delivered, is not like the recliner demonstrated in the store. The recliner delivered to my home has a seat back which is shorter and does not fit my back. The store has completely neglected my concerns and has claimed nothing can be done, which I dispute. No attempt has been made to even attempt a correction or adjustment.Business Response
Date: 02/06/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their purchasing 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,
******* R
E-Commerce Coordinator
CM ******Initial Complaint
Date:02/02/2024
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.
In 2012 I purchased a Lazy Boy motorized Rocker/Recliner that has a lifetime warranty.
On Jan 21, 2024 I called to request service help to the Consumer Experience Representative for help with a broken driver rod to the footplate of the recliner. I talked to ************************* who said he would send out a kit for the driver rod Service Order Number *******, Purchase Order number ***********. I paid $15.00 for shipping via credit card. The kit shipped is not the correct part for my chair. I contacted *********** via email to say the part was incorrect, but no response. I contacted Consumer phone number ************ on 1/29/24 and got ******* and told me they would have someone call me in 1-2 days to come and repair the char. Today is 2/1/24 without any response from Lazy Boy to help me. I need someone to send the correct part that is under warranty and to fix the chair.Business Response
Date: 02/02/2024
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. After the first year
from date of delivery, all part orders come applicable with a handling fee to
ship out the parts. Labor to repair or replace any defective parts is also
covered for one year from the date of delivery of the furniture.
Upon reviewing your concerns, we
found that the customer contacted La-Z-Boy on 01/22/24, requesting to order
parts for their unit from 2012, to self-install. The handling fee was collected,
and the parts were ordered. The customer contacted the service department back
on 01/29/24, to report that the parts they received were incorrect, and new
parts were needed. The customer also added that they would need a technician to
assist with the installation. The customer’s current address in Orange, TX, falls
outside of our serviceable area. For assistance with service and repair, the
customer would need to locate a courtesy dealer in their area. We have contacted
the local dealer in the customer’s area on their behalf and requested that they
were contacted. The customer may also contact the local dealer directly at 1-************.
As we are unable to offer further
assistance through La-Z-Boy Incorporated, the customer may contact our service
department back for a refund of the handling fee that they had paid for in the
amount of $15.00. They service department can be reached at ************.
We kindly ask that this complaint
be closed as the customer will need to work with a local dealer.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:02/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In January of 2023, we purchased some furniture from La-z-boy. We paid our deposit of $1900.00 at time of ordering furniture and was approved for financing for the remainder. It took several months to receive the furniture at which we were given the run around on it every time we called to check on the status. Finally got the furniture but never received a monthly bill. My husband had a charge account on his credit show up for La-z-boy but had a zero balance. On 12/8/23 we received a letter from La-z-boy that we owed the balance in full and to call to make payment arrangements or submit payment by 1/8/24. I called the Hoover store immediately upon receiving letter and spoke to ****** who is the store manager and explained that this was supposed to be financed. He was going to find out what happened and why it didn’t get financed. He gave me his cell number to call him. After hearing nothing back from ******, I tried several times to call his and the store number and left several messages on both numbers and never received a phone call back. On 1/22/24, I called the store number from my work phone. I got a recording and hung up. Few minutes later I get a phone on my work phone from ******, the store manager wanting to know if someone from this number called. He proceeds to tell me that the phones have been down because the store is being renovated and that he got a new cell phone over Christmas and that’s why I have been able to get in touch with the store or him. Again he was going to check on this because he said it was supposed to have been taken care of with corporate. He gives me his new cell phone number and says he will call me that afternoon with an update. Still have not heard from him and no one will answer the phone at store or return my call and he will not answer his cell or respond to text messages. We have now been turned over for collection for this. It is obvious that the store manager made a mistake and is trying to ignore it by blocking my calls.Business Response
Date: 02/01/2024
Dear BBB,
At this time, we have not yet received payment for sales ticket number *********. The account has a total amount due of $3,407.81. We have tried to help the customer quickly remit payment to avoid continued disruptions in attempt to collect. Following a letter being sent to the customer on 12/8/23, this debt had still not been satisfied and this debt has since been sent to a collections agency, ***** * ******. The customer must contact ***** * ****** at ************ if they would like to work out a payment schedule.
We kindly ask that
this complaint be closed as the customer will need to work through ***** * ****** regarding any further payment arrangements.Kindest regards,
La-Z-Boy Incorporated,
***** ***********
E-Commerce Coordinator
CM #******Customer Answer
Date: 02/01/2024
Complaint: ********
I am rejecting this response because this $3407.81 was supposed to be financed and we never received any kind of bill to make monthly payments. When we received letter on 12/8/23, I immediately called store manager and he was going to look into why it didn’t get financed and contact me back. After not hearing back from here, I made several attempts to call store and the store managers cell phone and they would never call me back. I was trying to pay what we owed but had no idea where to pay it because the store manager would not contact me. I paid the balance in full on 2/1/24 but I am very dissatisfied with the store manager’s actions when I was trying to pay this and get it resolved.
Sincerely,
******* **********Business Response
Date: 02/02/2024
Dear BBB,
Thank you for alerting us to this
customer’s reply.
Once an order has been sent to
collections, La-Z-Boy is unable to intervene. As the customer has stated that
they have now paid for their order in full, we kindly ask that this complaint
be closed.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM #******Customer Answer
Date: 02/02/2024
Complaint: ********
I am rejecting this response because this should never have been sent to collections. I tried paying this and finding out why it never got financed when we were approved for financing and it showed as a trade line on our credit with a zero balance. The store manager told me he was going to look into it and call me back so we could start paying this but he never called back and would not answer my calls, messages, or texts. We want an explanation of what happened with the financing. This whole process has been handled very poorly and unprofessionally.
Sincerely,
******* **********Initial Complaint
Date:01/31/2024
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.
During the Labor Day 2023 sale, we purchased a love seat, couch and recliner. for almost $12, 000. The love seat and couch came defective. They said they would send a replacement for the lumbar section and the love seat cushion. We never received the repair and replacement. After multiple calls to the store and warehouse, we still did not receive the parts or replacements. Now the representative said we need to come into the store for resolution.Business Response
Date: 02/01/2024
Dear BBB,
Thank you for
contacting La-Z-Boy. We regret to hear of the concern the customer is having.
We were able to locate the customers Service Ticket *********** and see that the technician had
requested for some parts to be ordered to resolve the concerns. The parts have been on back order, however the part is due to come back in stock the week of 2/1/24. The parts should arrive to the customers home within the next 10-14 business days. Once
the parts are received we
can coordinate the installation appointment.
Kindest regards,
La-Z-Boy Incorporated,***** ***********
E-Commerce Coordinator
CM #******Customer Answer
Date: 02/29/2024
[BBB Transcription via Phone]
We still have not received the parts for the repair. I have also noticed the loveseat is 2 or 3 inches taller then the other side. They never gave a resolution to this as well.
Business Response
Date: 03/01/2024
Dear BBB,
Thank you for alerting us to this customers reply.
Upon reviewing the customers concerns, we found that the replacement part is still on back order. We have contacted the plant for a shipping update. The customer will be contacted with an update once a response has been received.
Kindest regards,
******** Incorporated,
******* R
E-Commerce Coordinator
CM #******Customer Answer
Date: 03/02/2024
Complaint: 21212327
I am rejecting this response because: it's the same response I received before and the part still has not shipped. I purchased this in September and have been ***** to resolve this issue for 6 months. I want a refund now.
Sincerely,
*************************Business Response
Date: 03/06/2024
Dear BBB,
Thank you for alerting us to this customers reply.
Due to the delays with receiving the replacement back, the customer has been approved for a reselection of their sofa.A reselection is when the cost of the unit is issued back to the customers original store of purchase so that they may choose a new unit. The customer has been notified and has requested that the same style sofa be reordered. Once the paperwork for the reselection has been completed, the customer will be contacted and advised on the next steps.
We kindly ask that this complaint be closed as the customer has agreed to receive a reselection of their sofa.
Kindest regards,
La-Z-Boy Incorporated,
******* R
E-Commerce Coordinator
CM ******Customer Answer
Date: 03/15/2024
Complaint: 21212327
I am rejecting this response because: the items were ordered and paid for in September 2023. To receive the replacement item in June of 2024 is unreasonably long. We would like the replacement expedited or we want a refund on the whole purchase since it was a set.
Sincerely,
*************************Initial Complaint
Date:01/31/2024
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 have had 7 service techs out over 6 months for a broken lazyboy couch. Each time the tech had the wrong parts, parts are on backorder, installed incorrectly, but still couch is broken. This company is the worse on customer service and if you want to stay in business, the customer service needs to start. I would like someone in senior management to call me and address this issue. Last update is the finally have the parts needed after 1 month of looking for them, but now the service techs are 2-3 weeks booked out.Business Response
Date: 01/31/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
La-Z-Boy offers a limited lifetime warranty on the parts of the frame, mechanism, and springs, against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric, leather, and standard foam padding have a one-year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. Labor to repair or replace any defective parts is covered for one year from the date of delivery of the furniture. The following is a link to our full manufacturer’s warranty: ************************************************************.
This customer has an open Service Ticket and is scheduled for an in-home service appointment with one of our technician’s on 2/3/2024. Once the technician’s report has been received and reviewed, the customer will be contacted with an update. We are confident that our La-Z-Boy certified technician will be able to repair this customer’s unit and bring it up to manufacturing specifications.
We kindly ask that this complaint be closed as the customer is being serviced under the manufacturer's warranty.
Kindest regards,
La-Z-Boy Incorporated,
***** *.
E-Commerce Coordinator
CM # ******Customer Answer
Date: 02/01/2024
Complaint: ********
I am rejecting this response because: This is the 7th tech appt to my house for the same issue. They have tried to repair it several times but keeps failing. The new tech that comes out blames the prior tech for doing a poor job on the repair and claims they can do it better next time. The issues is that the part take 3-5 weeks to get delivered to the house, and then 2-3 weeks to get a tech out to fix it. No one from Lazyboy calls us to follow up on the parts being delayed, etc, but when I call they claim the parts are marked past due, but no one can call the warehouse to see an ETA but they are allowed to email someone there and ask me to call back in a few days to see what the reply email from the TN warehouse says. I am the customer and I am having to manage the process to get things repaired. 6 months and 7 appts is excessive when if we have a professionally run company, it should take one appt and one repair, and other employees shouldnt be bad mouthing the previous repair being done wrong. This happened 3 times and repair keeps failing for inappropriate repair. It is true we have a tech scheduled for 8th visit this Saturday, but want the corporate office to monitor the progress. The last repair that was done damaged the back frame work according to the tech but he claims he can fix it when this repair is done. Been hearing that for 6 months.
Sincerely,
**** *******Initial Complaint
Date:01/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 9/22 we purchased two chairs from La-z- boy Furniture for $3744.84.
The chairs were delivered in 11/22.
In January 2024, we noticed that the leather on the headrest was balling up and flaking off.
We spoke with ***** at La-z-boy, who without seeing a picture, was rude, and basically said too bad.
The warranty company, sent us a email that said “not qualified”
We purchased a $354.00 warranty for these two chairs. I see NO reason why a leather chair would be flaking off after 14 months!
We want the headrest replaced, or repaired OR at the very least, we want our $354.00 back from this USELESS warranty!!Business Response
Date: 01/30/2024
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: 02/03/2024
Complaint: ********
I am rejecting this response because: this chair failed! This leather FAILED! I dont care that I contacted Lazboy LESS than 14 months, after receiving chair.Based on how BADLY the leather FAILED, clearly it was failing within the 12 months.
lazboy sells a inferior product, with a inferior additional warranty.
Never shopping at Lazboy again. Telling coworkers currently about our Lazboy experience. Looking forward to the day I hear Lazboy is closing their doors.
Sincerely,
******* ********Business Response
Date: 02/05/2024
Dear BBB,
Thank you for alerting us to this customer’s reply.
We
had sent an email to the customer, requesting more information regarding their
concerns. Once we had received a response from the customer, we sent them the
following reply:
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. After the first year,
labor is charged at an hourly rate. 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 your sales ticket, we see that you
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 you disagree with ServeCo’s decision to deny your
claim, you will need to continue to work with ServeCo.The leather on your
recliners is still current. La-Z-Boy can order a new back to have installed on
your unit, however, due to being outside of the one year warranty for leather
and labor, repairs would be on a charge basis. If you would like to receive a
quote on the cost for repairs, please advise. You may respond to this email or
call us at ************. Our office is open from 9-6pm EST Monday- Friday. If
you have any questions or concerns, please advise.
We
kindly ask that this complaint be closed as the customer has been offered
services on a charge basis, due to being outside of the warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:01/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a Finley couch from La-Z-Boy furniture gallery in ********** ********* On 4/26/23.It was delivered to our home on 6/16/23.We immediately noticed the lack of firmness in the two seat cushions. They were uncomfortable and nowhere near the comfort of the show room couch we tried in the store.After six days of uncomfortable seating, I called customer service at Lazy Boy. After numerous problems, getting in touch with customer service I was informed we could not return the couch. Lazy Boy could send out a technician to look at the couch. On July 15 the technician told us that the couch seats could be replaced if Lazy Boy approved it. He did not have the authorization to replace a whole couch. he said Lazy Boy never approves a replacement couch.At the technician’s next appointment he replaced the two cushions with two new ones. The couch comes apart like puzzle pieces. If I had known that I would not have bought it.I called various customer service people and their Michigan head office to resolve this issue. Nothing worked.The replacement cushions are sagging now even more than the ever, are difficult to get up from and are uncomfortable. I am 70 years old and so is my husband.I do not think it is fair to pay that much money for a couch that was brand new and uncomfortable from the start. I want a fair resolution to this situation.Refund our money.The abysmal responses of the Lazy Boy company also was disrespectful to a paying customer. I have saved all the emails between myself and Lazy Boy that outlines all the concerns by dates, etc. I will not be buying any more furniture from Lazy Boy. It is not worth spending $3916.48 to get a poorly made couch and then on top of it to be treated so poorly by customer service. You can bet money that I’ll be communicating my dissatisfaction to family and friends.****** ************** Phone number **********Home phone number ************Sales ticket number **********Sent from my iPadBusiness Response
Date: 01/30/2024
Dear BBB,
We
are sorry for any frustrations that this customer has encountered throughout
their service experience.
La-Z-Boy
offers a limited lifetime warranty on the parts of the frame, mechanism, and
springs, against manufacturing defects, for as long as the original purchaser
owns the product and can supply their dated receipt as proof of purchase.
Fabric, leather, and standard foam padding have a one-year warranty, against
manufacturing defects, from the date of delivery of the furniture into the
customer's home. Labor to repair or replace any defective parts is covered for
one year from the date of delivery of the furniture. The following is a link to
our full manufacturer’s warranty: *************************************************************
This
customer has an open Service Ticket and is scheduled for an in-home service
appointment with one of our technician’s on 02/02/24. Once the technician’s
report has been received and reviewed, the customer will be contacted with an
update. We are confident that our La-Z-Boy certified technician will be able to
repair this customer’s unit and bring it up to manufacturing specifications.
We
kindly ask that this complaint be closed as the customer is being serviced
under the manufacturer's warranty.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Customer Answer
Date: 01/31/2024
Complaint: ********
I am rejecting this response because:In their letter to me they assert that the technician will be able to replace the parts. That is unacceptable. I don’t want to have the parts replaced a second time. It also shows Lazy Boy customer service is not open minded about how to resolve this.
Sincerely,
***** ******** ********Customer Answer
Date: 02/01/2024
[BBB Transcription via Phone]
I would like to either get a refund or have a reselection of furniture.
Business Response
Date: 02/01/2024
Dear BBB,
Thank you for alerting us to this customer’s reply.
If the customer’s issues persist after their scheduled service
visit on 2/2/24, we
will review their ticket further.
Kindest regards,
La-Z-Boy Incorporated,***** ***********
E-Commerce Coordinator
CM #******Customer Answer
Date: 02/05/2024
Complaint: ********
I am rejecting this response because:The technician who came to our home and assessed the couch, informed me that he could only request an exact replacement of the two Seats. That was the original repair done by La-Z-Boy. Those exact replacements I am currently sitting on and they are inadequate As previously stated.
I would consider a
significant upgrade in the foam
or quality of the two replacement seats./leg support.
Sincerely,
***** ******** ********Business Response
Date: 02/06/2024
Dear
BBB,
Thank you for alerting us to this customer’s reply.
This customer has an open Service Ticket and was
scheduled for an in-home service appointment with one of our technician’s on
02/02/24. The technician had requested new seat padding to be ordered to
resolve the concerns. We have contacted the customer and asked that they contact
the service department upon receiving the padding so that we can 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: 02/07/2024
Complaint: ********
I am rejecting this response because:lazy Boy is not agreeing to what I requested.
I am requesting that the manufacturer Put upgraded padding in two new seats. Those two seats would be delivered from the manufacturer already having Padding installed. At that time the technician could install them. Whether they are comfortable, high enough is yet to be determined I will not know whether they are satisfiedWe have used them
Sincerely,
***** ******** ********
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