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:01/10/2024
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 sofa and it is poorly made. The pillows are uneven. They look like stair steps. Some of the pillows aren't as fluffy as the others and I've had their service team to come out to see if they can adjust the pillows. but they told me it was a design issue and there's nothing they can do because the pillows are attached to the sofa you can pull them out to fluff them.
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: *************************************************************
Upon
reviewing this customer’s concerns, we found that the customer took delivery of
their sectional in August 2023. The day of delivery, the customer reported that
the sectional was not properly connected and that some of the legs were
chipped. A few days later, the customer also reported that the back pillows were
unevenly stuffed. A technician was scheduled to go out to the customer’s home
on 09/04/23. The technician properly connected the sectional and adjusted the padding
in the back cushions. On 09/08/23, during a post service follow up call, the customer
expressed that they were still unhappy with the back cushions. Photos of the customer’s
furniture were submitted to our product specialist team. As a result of that
review, new back padding and a part for the legrest were ordered, then later
installed on 10/11/23. After this appointment, the furniture was brought back
to manufacturing standards and the customer stated that they were satisfied
with the repair.
On
11/14/23, the customer contacted our service department to report that the back
cushions were compressed. Additional photos were requested from the customer
and sent to our product specialist team for review. Our product specialist team
found that furniture was within manufacturing standards.
The
material in the backs of the majority of our units is a loose blown fiber. We
use blown fiber because it offers support to all areas of the upper body
whereas polyurethane foam does not always allow for even support and can cause
pressure points. The blown fiber provides a “pillowing” around each individual
offering more personalized comfort. It is a characteristic of the fiber
filled bag to compress over time, like a pillow. The blown fiber requires
routine maintenance such as hand fluffing. Starting in the center of the
cushion, massage the blown fiber out toward the corners and edges. Using flat
hands, continue to smooth the cushion until the fiber is evenly distributed. Regular maintenance will enhance the
appearance and comfort for years of enjoyment.
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: 01/17/2024
Complaint: ********
I am rejecting this response because: The sofa I received is not like the picture I was given at the time of purchase. Even at the time of delivery there was a problem. I called the driver as soon as he left and informed him that 3 legs were not touching the floor. He said he would swing back around since he was still in the neighborhood. He was a no show. I reported to Customer Care that there were problems with the pillows and legs. 3 weeks later a technician came and assembled the sofa correctly and tried to address the uneven pillows. They had stair step backs and some were stuffed fatter than others. I was sent 2 new bags of fibrous stuffing that the tech on the 2nd visit (5 weeks later when I could get an appt) couldn't insert because the pillows were already overstuffed. My satisfaction was with the tech doing everything he could to even the pillows. As time went on after the visit the sag and uneveness continued to worsen. I called Customer Care and was told there was nothing more to be done and if another visit was done for the same pillow problem my warranty would be invalidated for any further pillow problems. My problem is that my sofa that I spent over $6000 looks horrible. So much time has passed because the last pictures requested and received by Customer Care were ignored. My email said they would get back to me soon. No response. I've had surgery so I was only able to get back to this now.
Sincerely,
******* *****Business Response
Date: 01/18/2024
Dear BBB,
As previously
mentioned, on
11/14/23, the customer contacted our service department to report that the back
cushions were compressed. Additional photos were requested from the customer
and sent to our product specialist team for review. Our product specialist team
found that furniture was within manufacturing standards. Therefore there are no repairs or changes that we can make to the customers unit. If
anything changes, the customer can contact us back and we can send our technician
back out to do another inspection.
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: 01/20/2024
Complaint: ********
I am rejecting this response because: what you are saying about compressed cushions is incorrect. My concern was that some are overstuffed and the tops of the pillows are uneven looking like stair steps with no way to adjust them because they are sewn to the back of the sofa. The comment to call customer service is useless especially since the third-party company sent twice to address the problem stated there was nothing else they could do since it was a design decision not to put foam cushions in the pillows to keep the look more uniform. I was then warned that if they made another trip for the sofa pillows, my warranty re: the pillows would be invalidated. At the time of purchase I got a picture of the Colby sofa from the store showing perfectly even cushions. All TV ads showing the Colby sofa had beautiful even back pillows.Mine should have look the same. La-Z-Boy has never tried to address the problem that can't be fixed by offering a refund or re-selection.The brushing me off by saying my sofa meets their design standards is a pretty low standard and poor customer service. Pictures show it all. This sofa is a long way from previous La-Z-Boy products I have purchased in the past.
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.
Date of Transaction 7/2/2020
I financed $3,548.44 - which is now paid in full.
5year protection on this purchase.
This dispute is for a product issue. The recliner that has a motor doesn't work and the quality of the fabric is falling apart. I've had an issue with the fabric in the past and they replaced the cushions; however, the same thing is happening again. This leads me to believe that this is a defective issue.
I sent them images and the product tag back on 11/28/23 and they never got back to me.
The Sales Ticket Number is *********Business Response
Date: 01/10/2024
Dear
BBB,
We
are sorry for any frustrations that this customer has encountered throughout
their service experience.
La-Z-Boy
offers a limited lifetime warranty on the parts of the frame, mechanism, and
springs, against manufacturing defects, for as long as the original purchaser
owns the product and can supply their dated receipt as proof of purchase.
Fabric, leather, and standard foam padding have a one-year warranty, against
manufacturing defects, from the date of delivery of the furniture into the
customer's home. Labor to repair or replace any defective parts is covered for
one year from the date of delivery of the furniture. The following is a link to
our full manufacturer’s warranty: *************************************************************
Upon
reviewing the customer’s concerns, we found that the customer took delivery of
their Sofa and Loveseat in August 2020. The customer contacted our service
department in February 2021 to report that their sofa was pilling, and that the
unit was squeaking. The customer submitted photos of their concerns. Pilling is
a characteristic of many upholstered fabrics that is the result of excess
fibers being released and is not a warranted concern. Furthermore, the pill
balls on the furniture were blue in color, which suggested they were from an
outside source such as a pillow or blanket, and not a result of a defect in the
upholstery, as the upholstery is tan. As a courtesy, all three seats on the
sofa were ordered and installed at no cost to the customer, and the claim was
closed. The customer contacted our service department back in July 2023 to
again report pilling concerns. Photos were requested from the customer, and the
pilling was found to be from an outside source as the pill balls were a much different
color than the furniture. Again, the case was closed.
At
this time, La-Z-Boy is not offering the customer an exchange as pilling is not
considered a material defect. However, if the customer is still experiencing
mechanical concerns with their furniture, they may contact our service department
to open a claim and we can send a technician to the home. Our service
department can be reached at ************.
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
******Initial Complaint
Date:01/05/2024
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 service agreement through Lazyboy on our leather all love seat. The electronics stopped working and have been trying for over a month to get someone on sight to repair, but all we get is constant delays and requests for more information, but still nobody actually getting here to fix.If I purchased from Lazy boy, they should honor there product instead of selling our service agreement to a third party who is doing nothing, please help. ThanksCustomer Answer
Date: 01/04/2024
************************************************************************** Is where we purchased love seat.Business Response
Date: 01/08/2024
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 purchase a protection plan through a company called ServeCo.
We, ********, do not have access to the third-party warranty companys 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,
******** Incorporated,*********************************
E-Commerce Coordinator
CM #******Initial Complaint
Date:01/05/2024
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 ordered a rug (with protection coverage) and rug pad from our local ******** in July 2023. The first time the rug was ordered, it was the incorrect size and color (with shades of blue when it should be neutral). They reordered the rug"confirming" it was the wrong color without ever coming to look at itand then second attempt was the same incorrect color, even more blue than the first incorrect rug. It has now been nearly 6 months since we ordered the rug and they have no real solution to the problem. Their solution is to continue ordering the same incorrect rug. The manager ***************************** refuses to refund the money because it was a "special order" that cannot be refunded, but they are unable to process the order correctly. That should make that special order void. I have also contacted VP of Sales ************************* and he is apparently refusing to step in and get involved. All we want is a refund so we can purchase a new rug.Business Response
Date: 01/05/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
The customers store of purchase is independently owned and operated. La-Z-Boy Incorporated does not have access to the stores customer records.
Please note that all returns,exchanges, etc. must be done directly at the customer's retail location where they purchased the furniture as they are their customer and all financial transactions have been made through their location (which is not linked to our corporate offices). 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 will need to continue to work through their store of purchase.
Kindest regards,
La-Z-Boy Incorporated,
******* R
E-Commerce Coordinator
CM ******Customer Answer
Date: 01/05/2024
Complaint: 21097669
I am rejecting this response because:I have tried to engage with the store and they have refused to make the situation right, so I am escalating it to corporate. I have engaged the manager of the store and he continues to give me the run around instead of a solution. The ** of the store does not even respond to my calls or emails.
They say no refunds, but the store is not providing the correct item that was ordered and continues to ignore our requests. How is this legal? It is fraud if they continue to offer the wrong product. You cannot sell an item and then not provide that item as promised. They say it was a "special order" yet they continue to try to reorder it. If it can be reordered so easily, how is that a special order? It is not a custom piece of furniture, but a rug that can be purchased at various fixed sizes.
We have been waiting 6 MONTHS for a rug, have received two incorrect orders, and at this point the store has not provided any additional solutions to the problem. They continue to ignore our requests. We just want a fair customer-centric solution to the problem and believe corporate should stand behind their name and make it right.
Sincerely,
***********************Business Response
Date: 01/08/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.As stated in our previous response, this customers store of purchase is independently owned and operated. La-Z-Boy Incorporated does not have access to the stores customer records and all returns, exchanges, etc. must be done directly at the customer's retail location where they purchased the furniture, as they are their customer and all financial transactions have been made through their location (which is not linked to our corporate offices). 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 will need to continue to work through their store of purchase.
Kindest regards,
La-Z-Boy Incorporated,
***************************;
E-Commerce Coordinator
CM 835827Initial Complaint
Date:01/02/2024
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.
We called to report a structural damage on May 11, 2023. Waited 2 days for a call back. They scheduled a service call for 6/3/2023. The service technician said it was a broken arm and entire seat/mechanism needed to be replaced. He said to expect parts to be delivered to our house within 2 weeks (est 6/17). We received an email on 6/13/2023 saying 2 parts were ordered and would arrive within 21 business days (est 7/12). After multiple calls to customer support, having left messages for an update, we were finally contacted on 9/11/23 at which point we spoke to representative, ******. He said status was that leather would be in distribution center by 11/15/23. We waited and called customer care on 11/29. They said leather would be in distribution center by 12/20. We have not heard anything yet. Also, we still dont know how long the process would take to get leather onto mechanism and prepped for delivery. At this rate, it will be almost a year since we reported the issue by the time we get an appointment to have the parts ****************** care representatives have stated that this is an issue with sourcing the leather. We are concerned that the leather will not match and also, if we have additional issues later on, we dont want to have to wait almost a year for repairs. If there is a sourcing issue on the leather, we would prefer to find a long term resolution to our issue; maybe choose another sofa/loveseat that is more common.Additionally, we initially noted on delivery that couch looked used; not in brand new condition. We had to wait extra time for loveseat to be ready for delivery. Loveseat had tags on it; brand new condition. Couch was not in brand new condition but we accepted delivery with noted complaints.Business Response
Date: 01/03/2024
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:01/02/2024
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.
we purchased 4 pieces of furniture starting in 2022 and 2023 and purchased the 5 year warranties on all pieces of equipment. well, my disabled husband seat lift chair in the bedroom broke and when we called 2 weeks ago and explained to their service department what the matter was, they told us that the part was not covered even though we were told at the time of purchase "everything was covered" i then called the manager of the store and he gave me a song and dance that he was not there and he only started there" but that was horse hockey. he then said he would call the service department and have them call us, but that has been at least three weeks ago, no phone call. the monies spent at lazy boy was a estimate, it could be higher. and the salesman have "used car salesman tatics as well as the manager. this is not fair. please contact me via email as my husband is on dialysis three days a week and i do not want him disturb. thank you all so very muchBusiness Response
Date: 01/03/2024
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 purchased a protection plan through a company called ServeCo.
As ServeCo is a third-party company, ******** is unable to overrule their decision to deny a claim for any reason. If the customer disagrees with ServeCos decision to deny their claim, they will need to continue to work with ServeCo.
If the customer wishes to open a service claim with ******** the manufacturer,they may contact the service department at ************. If the unit needing repairs is outside of the first year from date of delivery, labor will be on a charge basis.
Kindest regards,
******** Incorporated,
******* R
E-Commerce Coordinator
CM ******Initial Complaint
Date:12/28/2023
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 bought a recliner/lift chair for my mother, ************************* , with her permission. She needed a recliner for her lymphedema, she started using it on December 2, she returned home from PT rehab. Shes elderly and not very agile. A week or so ago her chair tipped over forward when she leaned over to have a pillow placed behind her back. I called La-z-boy and they said it was her fault for using it the wrong way. I said where are the instructions for sitting in it ? And why wasnt I told when I bought it? They said no one leans forward on these chairs. I said how would you know? In the end they said theyd send a service person to see if it was malfunctioning. The service person found nothing wrong. I am concerned they wont take the chair back, I requested an exchange. This was delivered end of November 2023. Its not safe as I said , but they have not responded with any indication of helping my mother get a better chair / couch for herself. I am waiting for 5 days to hear back on what they decide. I called the store where I bought it and am waiting for the manager to call me back. And after the chair tipped over , a friend sent me a few news article about their chairs tipping over. So Im hoping theyll agree to an exchange or a refund. But it doesnt seem likely.Business Response
Date: 01/03/2024
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:12/22/2023
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 a power Lazy Boy Rocker/Recliner on 1/6/20 with warranty to cover the chair entirely. The last chair delivered broke same day and was replaced with another identical chair because it was defective. Two years later the replacement chair started clunking, jerking and making a loud noise. Had technician out on 5/24/23, 8/17/23, 9/21/23, and 10/12/23. However the chair is not fixed and has gotten worse and Corporate advised that it met all specks. I don't understand that logic at all. We called corporate and their not going to make any more repairs and offered us $250.00 and then up it to $300.00 or 10% off on store purchase. We just want our chair fixed or replaced with a similar one at no extra cost. We need help to get this problem resolved.Business Response
Date: 12/26/2023
Dear BBB,
We are sorry for any
frustrations that this customer has encountered throughout their service
experience.
La-Z-Boy offers a
limited lifetime warranty on the parts of the frame, mechanism, and springs,
against manufacturing defects, for as long as the original purchaser owns the
product and can supply their dated receipt as proof of purchase. Fabric,
leather, and standard foam padding have a one-year warranty, against
manufacturing defects, from the date of delivery of the furniture into the
customer's home. Labor to repair or replace any defective parts is covered for
one year from the date of delivery of the furniture. The following is a link to
our full manufacturer’s warranty: ************************************************************.
Upon reviewing this
customer’s concerns, we found that the customer had two service appointments on 8/17/23 and 9/21/23 with one of
our technicians. On the most recent visit, the technician found 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. As a courtesy, compensation was offered to the customer in the amount of $300, or a discount off the purchase of a new unit, however these offers were declined.
We kindly ask that
this complaint be closed as the customer has been serviced over and above the manufacturer's warranty.
Kindest regards,
La-Z-Boy Incorporated,***** ***********
E-Commerce Coordinator
CM #******Customer Answer
Date: 01/04/2024
[BBB Transcription via Email]
La-Z-Boy refuses to repair or replace the chair. They offered us $300.00 for a chair that cost $1900.00
Business Response
Date: 01/04/2024
Dear BBB,
Thank
you for alerting us to this customer’s reply.The
technician found 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. La-Z-Boy is not offering a replacement unit. However,
if the customer wishes to accept the offer for compensation or a discount off a
new purchase, they may contact the service department back to advise.
We kindly ask that this complaint be closed.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM #******Customer Answer
Date: 01/08/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
Basil ManeraRejected offer because $300. Is an unfair offer for a chair that cost $1985. We paid for an extension warranty, the company isn’t honoring. A fair price that we would accept would be half the total price of the chair or replace the chair.
Initial Complaint
Date:12/21/2023
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.
wrong kind of recliner much to big i move by it it starts to move i have limeted space this chair was ordered in error this is not the chair i wanted it has not been used the sales will not answer my phone calls i want a replacement recliner with the same value i am disablet that chair i am afraid of it, thank you ***** *****Business Response
Date: 12/26/2023
Dear
BBB,
We
are sorry for any frustrations that this customer has encountered.
We encourage customers to test our furniture in one of our
showrooms to ensure that the style and size of the unit is a good fit before
purchasing. We cannot guarantee comfort since that is a subjective
experience; what is comfortable to one person may be uncomfortable for another.
As the customers chair is built to manufacturing
specifications, from a repair standpoint, there is nothing we can do to resolve
the customers’ 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
#******Initial Complaint
Date:12/20/2023
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 4-16-2019 I purchased a LA-Z-Boy leather sofa from LA-Z-Boy Furniture Galleries in. ***** **. The cost of the sofa was $3399. Additionally, as noted on my store invoice, I purchased a 5 year Pet/10 year power protection plan warranty for $438. When I filed a warranty claim for some damages done by a cat, the claim was denied. I was told that accumulative damages were excluded by my warranty. This was not disclosed On 4-16-2019 I purchased a LA-Z-Boy leather sofa from LA-Z-Boy Furniture Galleries in. ***** **. The cost of the sofa was $3399. Additionally, as noted on my store invoice, I purchased a 5 year Pet/10 year power protection plan warranty for $438. When I filed a warranty claim for some damages done by a cat, the claim was denied. I was told that accumulative damages were excluded by my warranty. This was not disclosed when we purchased the warranty. I asked for a refund of the money paid for the warranty and I was told that I purchased the warranty from LA-Z-Boy and I would have to take this up with them. I contacted LA-Z-******************** and they told me I was not eligible for a repair, replacement or refund. I asked for a refund of the money paid for the warranty and I was told that I purchased the warranty from LA-Z-Boy and I would have to take this up with them. I contacted LA-Z-******************** and they told me I was not eligible for a repair, replacement or refund. Additionally, I learned that The warranty company which LA-Z-Boy used when I bought my warranty is not the same one that they use now. When I initially called to file a claim, and I described the warranty that I purchased, they told me that they didnt have a warranty plan like that. In short, they knowingly sold me a warranty which would never repair/pay.Business Response
Date: 12/20/2023
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
The customers store of purchase, *****,**, is independently owned and operated. La-Z-Boy Incorporated does not have access to the service departments customer records. We have contacted the service department and requested that they contact the customer to assist with their concerns. The customer may also contact the service department directly at ************.
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,
******* R
E-Commerce Coordinator
CM ******
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