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: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.
On March 6, 2023, my husband and I purchased two La-Z-Boy chairs from the store on Ina Rd in Tucson, AZ. One of the chairs is the Douglas Rocking Recliner. We initially has two issues. One with the headrest and the other with the seat. The headrest was eventually replaced in July, however, we have had no reasonable response regarding the seat. A repairman, ***, told us in July that the wrinkles were normal and were called "comfort wrinkles." However, he had no explanation as to why one side of the seat is sewed one way and the other side a different way. He said it "just depends upon who sews it." And added, "that's the way it is." The wrinkles one the one side are getting worse and irritate the back of my husband's leg and make it uncomfortable and sore. I made several phone calls and wrote a letter to the company July 7, 2023 and another one on September 6, 2023, with a cc to our salesperson on Ina Rd. There has been no response. Yes, they did replace the back, but no response regarding the seat.
Business Response
Date: 01/29/2024
Dear
BBB,
We
are sorry for any frustrations that this customer has encountered throughout
their service experience.
La-Z-Boy
offers a limited lifetime warranty on the parts of the frame, mechanism, and
springs, against manufacturing defects, for as long as the original purchaser
owns the product and can supply their dated receipt as proof of purchase.
Fabric, leather, and standard foam padding have a one-year warranty, against
manufacturing defects, from the date of delivery of the furniture into the
customer's home. Labor to repair or replace any defective parts is covered for
one year from the date of delivery of the furniture. The following is a link to
our full manufacturer’s warranty: *************************************************************
This
customer has an open Service Ticket. The customer spoke with one of our service
representatives last week, and a new upholstered seat has been ordered to
resolve the concerns. We kindly ask that
the customer contact our service department back at ************ once the new
seat has arrived at their home, 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
******Initial Complaint
Date:01/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In Aug 2023 we ordered 2 pieces from this store. They were delivered in Oct 2023. The rocker/ recliner had a banging noise that we called into their repair department. A repair tech came and replaced the part that was causing the noise. It did not fix the problem. The tech said that it is a on going problem with this model. We wanted to return the rocker/recliner for credit and buy a different model that does not have this problem. They said if they could do that there would be a 30% restocking fee. We are looking for someone to help us. They want to charge me 30% more to replace a known defective product.
Thank you. ***** ******Business Response
Date: 01/24/2024
The rocking recliner has La-Z-Boy’s exclusive tilt ratchet
mechanism. When the footrest is any
raised position, this mechanism allows the user to be able to raise the front
of the seat and lock it in one of eighteen positions. The sound the customer is hearing is the mechanism
disengaging when the release handle is moved forward to the close
position. If the chair is on hardwood
floors, the disengaging noise would be louder than if it was sitting on carpet. A service technician replaced that mechanism in
September 2023 and made the customer aware that the disengaging noise is a
normal characteristic. The customer also contacted
La-Z-Boy’s Corporate Office on 1/23/2024 and was given the same response with regards to the disengaging noise.Customer Answer
Date: 01/25/2024
Complaint: ********
I am rejecting this response because:By replacing the part that is making the banging noise LazBoy is aware that their rocker/recliner has a problem. It is unacceptable noise and have ask them to take it back. They said they would do that for a 30% restocking fee. A brand new chair that they want me to pay an extra 30% for. Do the right thing. Take it back and refund my money, or store credit.
Sincerely,
*****l ******Business Response
Date: 01/29/2024
Mr. Customer
visited our North Raleigh location on August 25, 2023, and purchased the Easton
Rocker Recliner along with a loveseat.
On September 23, 2023, both pieces were delivered to Mr. Customer’s
home. On January 8, 2024, Mrs. Customer
called the store of purchase with concerns regarding a “clunking noise” and was
directed to the La-Z-Boy Incorporated Comfort Care Department as per the
warranty procedures. Comfort Care was
contacted on January 8, 2024, and on January 9, 2024, a service appointment was
scheduled for January 16, 2024. On
January 16, 2024, a La-Z-Boy Incorporated Certified Technician visited the home
of Mr. & Mrs. Customer to address their concerns. He found that the chair was in normal working
order and the noise is normal when closing the footrest. The service technician, as a courtesy,
switched out the pawl arm to alleviate Mr. & Mrs. Customers’ concerns and to
show that the noise is normal for the rocking recliner. The service technician explained to the
customer that the noise was normal and within specs. The service technician’s notes reflect that
this was done and explained to the customer:
01/16/2024 17:45:00
-------------------------------------------------------
Replaced pawl on recliner and everything was normal. Explained to customer.
On January
23, 2024, Mr. Customer contacted the store of purchase and requested to return
the chair. At this point, Mr. & Mrs.
Customer has had the chair in their home for 4 months and a return or exchange
is not an option. It was again explained
to Mr. Customer that the noise is normal when disengaging the footrest of his
recliner and that there is no defect in his chair, and we would not be able to
return or exchange his chair. At no
point was a 30% restocking fee offered as that only pertains to items returned
within 3 days of delivery. This is
stated in the Terms and Conditions of sale which are signed at the time of
purchase.
Also on
January 23, 2024, Mr. Customer then reached out to Comfort Care who again
explained that the noise his chair is making is normal. Mr. Customer told Comfort Care that he wanted
a style that does not make this noise, confirming that he understands that this
is indeed a normal sound for this chair.
Comfort Care case notes:
01/23/2024 10:54:00
-------------------------------------------------------
CUSTOMER CALLED IN STATING THAT HE JUST SPOKE WITH THE STORE IN
RALEIGH (ASHBY) THEY TOLD HIM THAT THEY COULD NOT DO ANYTHING ABOUT HIS CHAIR
BANGING WHEN IT CLOSES UNTIL THEY HAVE BEEN NOTIFIED. ADVISED CUSTOMER
THIS IS A CHARACTERISTIC OF THIS CHAIR. CUSTOMER STATED THAT HE WANTED TO
HAVE A NEW CHAIR BUT A DIFFERNT STYLE THAT DOES NOT MAKE THIS NOISE.
The noise
that Mr. & Mrs. Customer have concerns with are normal operating noises for
a La-Z-Boy rocking recliner. The
La-Z-Boy rocking recliner has a 3-position footrest along with an 18-point
reclining mechanism that allows the user to choose their comfort zone while
reclining.Please see the video at the link below
for further explanation and a few suggestions on how to dampen the noise if
desired. ************************************************
We welcome Mr. & Mrs. Customer back
to the store to sit in any of the rocking recliners on the showroom floor and
see that the mechanism (pawl) makes the noise when closing the footrest on all
rocking recliners. Unfortunately, there
is nothing further that we can do considering there is no manufacturing defect,
and the chair has been in the home for over 4 months.Customer Answer
Date: 01/31/2024
Complaint: ********
I am rejecting this response because:I have given you facts, they have not. Fact: chair makes unacceptable noise. Fact: we did not have chair for 4 months. Delivered in Oct. Fact: they now have method to dampen the noise.
Sincerely,
*****l ******Business Response
Date: 01/31/2024
Dear
BBB,
We
are sorry for any frustrations that this customer has encountered throughout
their 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 an
appointment with one of our technicians on 01/16/24. The technician replaced part
of the mechanism and determined that the customer’s furniture to be built up to
manufacturing specifications; from a repair standpoint, there is nothing we can
do to resolve the customer’s concerns.
We
kindly ask that this complaint be closed as the customer’s furniture is up to
manufacturing standards.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Customer Answer
Date: 01/31/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
*****l ******Initial Complaint
Date:01/22/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We ordered furniture on May 23 from La-Z-Boy in Draper, UT. The Invoice #********* The furniture was delivered in August. The drivers pointed out and noted there were 3 items damaged. The armrest on both ends as well as a scratch on the back side. They said that we could refuse and they would ship us new replacements or we could have them repaired. They recommended repaired and that comfort care would contact us. That individual came, took pictures and said that we should see our new parts in about 3 weeks. When the 3 new pieces showed up to contact comfort care. We never heard from anyone. We went by the store and asked about the repairs, they said we would receive a call in a couple days. No calls were received. We went through this process 2 more times. In December we received 1 arm. At the end of December the other arm showed up. We went to the store and asked how many packages were being shippedive. This time we did get a phone call and a man came and installed 1 arm. He noted the scratch on the back and said we should wait for the back piece. He said that comfort care would call us. A week later I received a call on January 11 and the individual said that they did not cover the scratch. Had we been told that originally by the drivers we would have had them keep the original chair and replace it with a new one. This was the first time we had heard that scratches are not covered. When I spoke to the gentleman with comfort care, I asked to speak to a supervisor. He told me that a supervisor would call me by Tuesday. Today being Wednesday we still hadn't heard anything. So I called comfort care again and I was told that this case was reviewed and would not be taken care of. They scheduled a technician to install the last arm and I told them they left me no option but to contact the BBB We would like the to replaced the scratched piece.Business Response
Date: 01/22/2024
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. The replacement back leather has been
ordered for the customer. The customer had been notified via email to contact
us back to advise once the leather has arrived at their home so that we can coordinate 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: 01/23/2024
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:01/19/2024
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 bought power recliners in Dec of 2022 to be delivered to us 1/14/23, wrong chairs, they did not have the lumbar and head part on them, we refused delivery and they were returned to warehouse. ***** helped us resolve the problem and sent us the right chairs on 3/18/23. We bought extended warranty on the remotes as my husband was getting a toe removed and I was having double shoulder surgery, and we wanted to make sure the remotes were good. We paid $545.00 for extended warranty up to five years. Husbands chair quit on the 9th of Dec. Very hard to get to talk to someone in service. The store got someone to come on the 11th, could not fix the chair, and ordered parts, telling us as soon as they came, call the store and he would be right out to fix. Chair is in laid out position so we can not use it. Got the parts just before Christmas, and they informed us they only do service once and month so they will come on the 25th of January. This chair was only 9 mts old when it happened. We cannot use it at all and I have called several times and they just make one excuse after another. We both need our chairs and we need for them to get out here and get the one fixed. We believe they sold us faulty chairs and are trying to get us to not do anything until the first year is up. What good is a warranty if they cannot come but once a month. We are seniors and we needed these chairs and bought explicitily for that reason so we could get up and down easily. Comfort Care service is not interested or nice at all in making appts. and Lazy Boy has not good customer service at all.
We actually paid cash up front for these chairs and now we are stuck with one laying out all the time for over seven weeks now. We only have two chairs in our living room, so it has benn quite a disappointment. We went with Lazy Boy cause we thought they were the best. Does not look like they car about customers after they get paid.Business Response
Date: 01/22/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
This customer has an open service ticket. Our customer service
department is actively working on their concern. We ordered parts for the
customer’s repair and have the customer scheduled for return service on 1/25/24. The La-Z-Boy warranty does not provide replacements or refunds. Our warranty
process is to repair defects once the furniture is delivered.We kindly ask that
this complaint be closed as the customer will need to continue to work through
their store and service department.
Kindest regards,
La-Z-Boy Incorporated,
***** ***********
E-Commerce Coordinator
CM #******Customer Answer
Date: 01/26/2024
Complaint: ********
I am rejecting this response because:
Sincerely,Because warranty man came out yesterday, replaced the motor saying it was a lemon and it started working and he left. Thirty minutes later my husband sat down in chair and again it will not work. They said the service people would call in a couple days. This chair was 7 months old when it went bad. I want my money back, them to pick the chair up and I want all my money back on chairs as this service company takes a month to come and we are senior citizens and need our chairs.meaning I want the money I paid for warranty., this chair did not make it seven months
***** ********Business Response
Date: 01/26/2024
Dear
BBB,
Thank
you for alerting us to this customer’s reply.
We
contacted the customer by phone today to discuss their concerns. The customer’s
request for a refund is 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:01/19/2024
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 two chairs from them the first was fixed twice and is not working again. now the second chair is broken and they won't even answer the phone. I want both chairs repaired. They told us not matter what they would fix or repair the chairs for any reason. Well they use plastic parts that don't hold up.Business Response
Date: 01/19/2024
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: *************************************************************
We
have opened a Service Ticket for this customer. The customer will be contacted
to schedule a service appointment within the next three business days. Once the
technician’s report has been received and reviewed, the customer will be
contacted with an update.
We
kindly ask that this complaint be closed as the customer is being serviced
under the manufacturer's warranty.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Customer Answer
Date: 01/23/2024
Complaint: ********
I am rejecting this response because: I have two lemons sitting in my house with plastic parts falling out of them. We have been trying to get them fixed since a year after we bought them. The store gave us grief and more lies now the corp. office is just pulling the old service contract thing. Also, a virtual call from Fla. How is that supposed to fix the chairs? I don't have parts. So, I guess if you wait long enough for the contract to go out of date then you are not responsible for the **** you build?
Sincerely,
***** *******Initial Complaint
Date:01/19/2024
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.
03-20-2023 bought recliner for my disabled 74-year-old sister in her group home for $1,774.97 from La-Z-Boy, including their 5-year Serveco protection plan. Chair's electric controls intermittently malfunctioned, then stopped working altogether. Filed claim with Serveco 10/27/23. They ordered wrong parts, despite my stressing chair does NOT have remote control. 10/31/23 was told wrong parts backorder. 11/14/23 escalated to LZB "Comfort Care" **** who contacted ***** (Serveco manager) and assured me right parts were ordered, to be shipped in 3-5 days. Was then notified parts were backorder till late Dec., early January. Today, 1/18/24, was told by *****/Comfort Care, that right parts order had been canceled, wrong parts order had not, but was backorder until February! On 11/20/23, ******/CC was going to try to get LZB to provide ottoman so Sis could elevate legs, as medically necessary. Never heard back from her, so I bought an inexpensive one. I tried to escalate to LZB executive level, but headquarters will only refer back to "Comfort Care" dept. who, with Serveco, has not been able to resolve the problem. Serveco says they can't replace chair until parts arrive and don't solve problem. Seems they may not be capable of providing parts. I've lost all confidence in LaZ-Boy and their designated protection service at this point, but I need a working recliner for my sister's wellbeing. Can't afford to just buy a second one, need the first one replaced or refund so I can buy another NOW!Business Response
Date: 01/19/2024
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. 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. The customer purchased a protection plan through a
company called ServeCo.
Upon reviewing the customer’s
concerns, the customer’ s furniture was delivered in March 2022. The customer opted
to contact ServeCo for service rather than La-Z-Boy, due to being outside of
the labor warranty with La-Z-Boy and under the labor warranty 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: 01/22/2024
Complaint: ********
I am rejecting this response because:Since the malfunctioning part/s are electric and within LZB's parts warranty, members of their Comfort Care department have been involved in trying to resolve our months' old problem. So far, we've only encountered misinformation, incorrect orders and unmet parts delivery promises. Months later, the LA Z Boy recliner is still non-functional, parts delivery schedul unmet, and no repair can be attempted.
Sincerely,
***** *****Business Response
Date: 01/23/2024
Dear BBB,
Thank you for alerting us to this
customer’s reply.
The customer does not have an open
claim with La-Z-Boy at this time. Their claim is opened through ServeCo. For an
update on their claim, the customer may reach ServeCo at (**** ********. If the
customer wishes to open a claim with La-Z-Boy, they may reach the service
department at ************.
We kindly ask that this complaint
be closed as we, La-Z-Boy, does not have access to the third-party warranty
company’s customer records.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:01/16/2024
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.
Bought 2 reclineners one of them is manual doesn't work right and both of them the material is pulling the material is wearout in only a few months.We paid $2639.00 for these I have called the salesman who sold them to us never helps always says I'll call service department for you but never calls back also I called service department never get a call back.Then tried call *********** left me on hold for over an half hr .The one chair has hardly been use because I've had knee replacement can't use it because you can't recline plus been in and out of hospital for the last two months.This is stressfulBusiness Response
Date: 01/16/2024
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 manufacturers warranty: ************************************************************.
This customer has an open Service Ticket and is scheduled for an in-home service appointment with one of our technicians on 01/23/24. Once the technicians report has been received and reviewed, the customer will be contacted with an update.
We kindly ask that this complaint be closed as the customer is being serviced under the manufacturer's warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* R
E-Commerce Coordinator
CM ******Customer Answer
Date: 02/02/2024
[BBB Transcription via Phone]
La-Z-Boy sent out a repair man to take pictures and he said he can see where the furniture is falling apart. I was supposed to receive a call within 24 hours and never heard from them. I just want it to be taken care of.
Business Response
Date: 02/02/2024
Dear BBB,
Thank you for alerting us to this customers reply.
Our service department has received the technicians report, and the report is under review. Once the review has been completed, the customer will be contacted with an update.
Kindest regards,
La-Z-Boy Incorporated,
******* R
E-Commerce Coordinator
CM ******Customer Answer
Date: 02/08/2024
Complaint: 21147811
I am rejecting this response because: I have never heard from **** boy they sent service out took pictures but never return my calls even after BBB sending messages this has been going on way to long .They dont return calls not even corporate office.
Sincerely,
***********************Business Response
Date: 02/09/2024
Dear BBB,
Thank you for alerting us to this customers reply.
We have completed the review of the technicians report. One of our service representatives attempted to reach the customer by phone yesterday 02/08 to discuss the resolution.The customers voicemail was received. An email was sent to the customer, following the phone call. The customer has not yet returned our call or responded to the email. Once the customer returns our call, we will be able to proceed with the resolution.
Kindest regards,
******** Incorporated,
******* R
E-Commerce Coordinator
CM ******Customer Answer
Date: 02/13/2024
Complaint: 21147811
I am rejecting this response because:
Sincerely,
*********************** this is the number you can try to call this is the same service number that doesn't call back ************** they told me to send pictures then call this number with a ticket number of ********** but no one has answerd or called me back the told me to send pictures of tag and furniture well no one calls back when you leave number they say they will call back in 24, hrs this has been twice no call back in 48 hrs now whatInitial Complaint
Date:01/12/2024
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.
Nov.30,2023. I purchased a lazyboy rocker recliner . It was supposed to be custommade like a floor model i sat in . Except the one i bought was power, costing 1870.00 being paid in two payments.
When i picked up the chair it was pushed out of the store on a dolly and i wanted to sit in it and never got the chance.My son picked it up in his truck,for me.After my son got it together i sat in it and it started to hurt my exsisting spinel issue really badly. after almost an hour i had to get out ofvthe chair and are now unable to sit in it.This chair is nothing like the one i sat in their showroom, that was very comfortable.These back cushions really tore into my back really hurting my back & spine issues terribly. I needed to exchange this chair and would even take one in the showroom ( manuel) of lesser value and give them the power back.I called numerous times.I also read that there is a 30% restocking fee ,but the chair was defective because it was sooo overstuffed it was severely to my back & spine so I thought they could waive that awfu
fee that would cost over 500.00 more on top of 1870.00 and iam only on SS,plus, it’s so defective cushions sticking way out into my back.i called several times .The first woman,****, said she was a mgr.and not to worry about the restocking fee.Then, a few days later, i got a salesperson name of *******.He basicly said the same thing .He was nice and said not to worry,we will take good care of you, but I wasn’t your salesman, it was ***.I will have him call you later when he comes in. Finally *** called me and was very abrupt, unlike the other 2 people. He said, ********* said you must pay a 30% restocking fee or no chair not even a showroom chair.I asked , who is ********* .He said the manager.Well, i was told not to worry about the restocking fee.He said again abruptly.********* said No restocking fee no chair, not even a used showroom chair.She wouldn’t budge and was nasty. Now , my bank never defended me. Have no chair.Business Response
Date: 01/12/2024
Dear
BBB,
We
are sorry for any frustrations that this customer has encountered throughout
their 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: *************************************************************
La-Z-Boy
will make repairs within the terms of our warranty to ensure the customer’s furniture
meets manufacturing standards. If they believe their furniture is defective, we
can have a La-Z-Boy Technician come out to their home. To schedule an appointment
with one of our technician’s the customer may contact our service department at
************. Our office is open from 9-6pm EST Monday- Friday. Once
furniture is accepted into the home at delivery, we then follow the terms of
the La-Z-Boy warranty for any manufacturing or material defect that are
reported.
Please
be advised that the units on our store’s showroom floor have experienced heavy
use and have had time to break in. The customer’s furniture was manufactured
with new cushions. Over time and with use, the padding on their furniture will
break in as well. We cannot guarantee comfort since that is a subjective
experience; what is comfortable to one person may be uncomfortable for another.
We
kindly ask that this complaint be closed as the customer has been offered
service under the manufacturer's warranty.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Customer Answer
Date: 01/17/2024
Complaint: ********
I am rejecting this response because:
I cannot sit on this chair .It is digging into my spine and severely hurting my spinal arthritis and back.It is way too over stuffed for me and is hurting my lower spine.I will take a manual chair in the showroom.The one i sat in.This chair IS NOT LIKE THE CHAIR I SAT IN.I was told by **** & ******* that you would take good care of me and not to worry about that scamming 30% restocking fee .Then this ********* opened her mouth and wouldn’t budge on that awful ridiculous restocking fee.Simply put, i want a chair which i sat in and i know its comfort. Iam not going to hurt my spine and spend the rest of my life trying & hoping to break a chair in .This would also be lesser value and you get the power back with all tags on it.
If you reject that I will give you your power chair back and take my money back .Enough is enough.I ve had enough stress in this matter !
Sincerely,
******* ********Business Response
Date: 01/18/2024
Dear BBB,
We are
sorry for any frustrations that this customer has encountered throughout their
experience.As previously stated, the units on our store’s showroom floor have experienced heavy
use and have had time to break in. The customer’s furniture was manufactured
with new cushions. Over time and with use, the padding on their furniture will
break in as well. We cannot guarantee comfort since that is a subjective
experience; what is comfortable to one person may be uncomfortable for another.
We
kindly ask that this complaint be closed as the customer has been offered
service under the manufacturer's warranty.Kindest regards,
La-Z-Boy Incorporated,***** ***********
E-Commerce Coordinator
CM #******Customer Answer
Date: 01/19/2024
Complaint: ********
I am rejecting this response because:This is awful hard and severely hurt a spinal problem i have.Furthermore ,
iam not breaking in an overly hard defective chair at 80 yrs. of age the rest of my life. It also annoyed my son, who has no problem with his back.
I need a chair i can sit in in a showroom. I called 6x the day i got the chair.Two people wanted to help me and 2 were very nasty.You could very easily give me a showroom chair .You were going to do that for me ,but a very nasty mg.******** wouldn’t let go of that nasty restocking fee. If you do not relent then i want allllll of my moneyI cannot lose all of my money that i saved for 2 yrs.to do a cash deal.IAM A SENIOR ON SS .This is by far the worst lowlife place i have ever, in my life done business with .I will not be taken to the cleaners by you or anyone.Your reviews are horrid and i should have looked at them prior to my purchase ! This is a hiddious nightmare and i told my bank i will NEVER PAY FOR THIS CHAIR ,SO HELP ME GOD! I REPEAT, I WILL NEVER SPEND THE REST OF MY NATURAL LIFE ,AT 80 yrs OF AGE TRYING TO BREAK IN AN OVER STUFFED CHAIR WHICH IS HURTING, HURTING, HURTING, MY SPINE OR DO YOU NOT UNDERSTAND ENGLISH.
IF YOU REFUSE, TO BE CIVIL , I WILL AND HAVE SOMEONE LINED UP TO HELP ME. YOU MUST GET PLEASURE OUT OF TRYING TO TORTURE PEOPLE.This place has the most contemptible people i had ever had the displeasure of doing business with.Do not say your sorry either,thats BOLOGNY.
Iam never letting this go ,as a senior on a budget .
I AM NEVER GOING TO TRY TO BREAK IN AN OVERLY STUFFED DEFECTIVE CHAIR At 80 YRS OF AGE WITH SPINAL ARTHRITIS TOO BOOT.I WANT A CHAIR I CAN SIT RIGHT IN AN ENJOYI MADE 6 CALLS HERE ON THE DAY I RECEIVED THIS DISASTER WELL WITHIN THE 3 DAY TIME FRAME FOR EXCHANGE.I HAVE THEM ALL ON MY PHONE ,AND PRINTED AS WELL AS ALL MY SPINAL MEDICAL RECORDS .WHO EVER IS SENDING ME ALL THIS RUBBISH HAS ABSOLUTELY NO FEELINGS OR CONCERN FOR OTHERS AS THIS COULD HAVE BEEN NEGOTIATED AND I WOULD HAVE TAKEN A CHAIR OF LESSER VALUE ,AS STATED ON YOUR RULES FOR EXCHANGE. YOU COULD HAVE ENDED ALL THIS HORRID NIGHTMARE BUT ITS EXTREMELY OBVIOUS YOU ENJOY TREATING PEOPLE IN THIS MANNER. WELL .
SOMEDAY ,YOU MIGHT BE IN THE SAME SITUATION AND NEED SOMEONE TO HELP YOU AND THEY MIGHT TURN THEIR BACK ON YOU,AS THE SAYING GOES, WHAT GOES AROUND USUALLY DOES COME AROUND.
IT’S obvious you just want to be nasty and unreasonable and choose to perpetuate this ugly situation for me .
I will persue this until i get a comfy chair i can sit in or all my money back .The half that i paid already.I
Sincerely,
******* ********Initial Complaint
Date:01/12/2024
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 Morrison PWR RECLINER W/HEADREST & LUMBAR on January 17, 2023. Purchased from Nashua, NH store. Delivered March 11, 2023.
1. April 19, 2023 service call was made because of clanging noise when foot rest is lifted. Technician oiled chair and said it was normal. Noise was worse but let it go.
2. October 20,2023 service call was made because stitching on foot rest came apart and technician took picture and submitted report to LA-Z-BOY warranty claims.
3. Seat and foot rest -onepiece was ordered and sent
4.November 17, 2023 service technician ***** came and replaced seat. Once he tried power buttons the noise got worse as footrest was rising. Told him this is not normal as he shrugged his shoulders. said he would have to submit a report to LA-Z-Boy and then left.
5. November 20,2023 spoke to ******** from warranty claims and she was ordering new parts and once they are delivered then can send a technician to do the repairs.
6. December 15, 2023 service technician ******* came and said they ordered the wrong base as this was smaller than the original and could not repair the chair. he took pictures and would submit a report to warranty claims at LA-Z-Boy. The noise sounds like gunshots as you press control to lift footrest.
7.December 18,2023 Sent E-mail to ******* , President, LA-Z-BOY in Munroe,MI
8. December 21, 2023 spoke to **** and new base was ordered
9.January 9,2024 ******* technician from TRICOUNTY Service came and said the wrong parts were ordered again . He proceeded to take pictures and would file a report with warranty claims.
10. I asked for a replacement chair from President of LA-Z-Boy and got no response and also asked warranty claims for a replacement chair since they cannot seem to get the proper parts and fix what is wrong. I sent another e-mail requesting a new chair and also went to the Nashua,NH store and told them I was not happy with LA-Z-Boy and would never purchase anything else from themBusiness Response
Date: 01/12/2024
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: 01/14/2024
Complaint: ********
I am rejecting this response because: I have no confidence in LA-Z-BOY in ordering correct parts and fixing the problem.
Sincerely,
***** *******Initial Complaint
Date:01/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a La-Z-Boy James PWR Recliner w/PWR Headrest Model 44U521 In 2019. Immediately after purchase the stitching came out of seating area requiring 1 month wait and complete disassembly and reassembly in my home. After repair the sofa made lots of noise due to reassembly. In December 2023 the springs on the mechanism broke and required replacement, but was told both reclining mechanisms were faulty and required order and replacement. Also there was a bulge in the leather material at headrest when not reclined. In January both mechanisms were replaced, but severe binding then occurred and I was told 1 of the 2 mechanisms was bad and would require reorder and replacement again. I was told the wood frame was broken at the headrest and would also require order and replacement of the wooden frame . Each time repairs require complete disassembly of the entire sofa in my living room requiring 300 sq ft . I requested a replacement due to the numerous repairs and loss of use and was told too bad they will continue to try repairing. I believe La-z-boy is providing defective products and request replacement.Business Response
Date: 01/11/2024
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. Parts for the customer’s furniture were
ordered on 01/09/24. Once the parts have arrived at the service department, the
customer will be contacted to schedule an installation appointment. We are
confident that our La-Z-Boy certified technician will be able to repair this
customer’s unit and bring it up to manufacturing specifications.
We
kindly ask that this complaint be closed as the customer is being serviced
under the manufacturer's warranty.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Customer Answer
Date: 01/12/2024
Complaint: ********
I am rejecting this response because: There have been multiple attempts to correct the various workmanship issues to-date and the problems have either continued or become worse. While I will allow another attempt to resolve the issues when and if the parts are eventually shipped I still believe there are workmanship/build issues with the product and wish to keep this complaint open until all repairs are satisfactorily completed.
Sincerely,
*** *******
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