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.
- 90 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:12/18/2023
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.
Nov 15, 2023 I bought a ****** D156077 FN 007 ****************** recliner which was delivered on Nov 28, 2023. I purchased from the Lazy Boy located in **************. Reference ID: ************ located on credit receipt. It was delivered with what the driver said the arm would expand however did not. I contacted the store then contacted the service department 2 days later. **************************** (Order# ***********) and we set a video visit Dec 7, 2023 at 12:30. The technician could see what he called a defect on the chairs left arm. He said it would be replaced and the technician over viewing the video would notice it as well. This arm is severely damaged and uncomfortable especially given the price I paid which was $1154.99 as Black Friday deal for just the chair.I received an email Dec 17, 2023 that nothing was to be replaced.I just moved into PUBLIC HOUSING and Im disabled. I do feel I am being discriminated against the company for either being a woman or being poor and not a future customer due to the fact of lack of money so why spend money to fix a defect.The warranty is for a year for all defects.The driver lied to me and they were a half hour earlier than expected driving fast.Also the fabric was not super soft like the website described it. It is a defect. They had the same chair in different fabrics for 600 and something dollars. All those fabrics did not describe soft.This chair in the condition it is in is not at all the same one I sat in at the store. I tried to resolve this with them but if a person came they would see the damage of this chair instead of a video with terrible definition. They promised to fix it and backed out of their promise. I dont even sit in the chair and the tag is still on it. Im disabled and need a good chair.
Business Response
Date: 12/18/2023
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
Upon reviewing the customers concerns, we found that the customer has been in communication with our service department and has an open Service Ticket ***********. The customer has been offered service to inspect her concern. Once the customer accepts service, the service appointment is provided and service ticket reviewed, the customer will be contacted with an update.
Kindest regards,
La-Z-Boy Incorporated,*********************************
E-Commerce Coordinator
CM #******Initial Complaint
Date:12/15/2023
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.
[BBB Transcription via Attachment]
I paid to have the new chair delivered and the old chair taken away which was agreed upon with the sales manager **********************. The unmarked delivery truck came with two men in street clothes, one spoke broken English , they delivered the new chair and put the old chair on the porch and left it there on the porch they didn't take it with them or leave on the curb. My son and I at 84 years old with a disability had to cart it to the curb, the sales manager misled me and he said it was a misunderstanding, he also said the same delivery men left a old ladies chair in the front yard, the sales managers refuse to reimburse me the $99.99 fee for delivery and take the old chair away. This is not fair and poor business practice!.
Business Response
Date: 12/15/2023
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their delivery experience.
La-Z-Boys delivery team is not responsible for removing old furniture from the customers home. Upon reviewing the customers concerns, we found that the customer was charged $99.99 for delivery of their new recliner. The delivery fee covers the delivery of the customers new recliner into her home. La-Z-Boy will not be refunding the customers delivery fee as the new furniture was successfully delivered.
We kindly ask that this complaint be closed.
Kindest regards,
La-Z-Boy Incorporated,
*******
E-Commerce Coordinator
CM ******Initial Complaint
Date:12/14/2023
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 purchased our furniture in November of 2023 it was delivered to our home shortly thereafter, upon delivery we noticed that the motor was not working, we reported it immediately to La-Z-Boy and they contacted there service dept they sent a representative to my home to see what needed to be fixed, he came out and did nothing correctly but told me that a new switch was needed. We have been waiting over a month for that. My second couch was delivered with a pin hole in it that too was reported as well and we are still left with that couch. I have complied with every request that there service dept has made and we re left with a bad set of couches and a $9k bill and horrible service.Business Response
Date: 12/14/2023
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: 12/14/2023
Complaint: ********
I am rejecting this response because: My wife has made several attempts to get this issue resolved. There was a worker that came out to our house to get part information etc this was early November, 2 weeks later we were contacted and asked to lift the couch to get the parts # and send in pictures, we did and it was another 2 weeks before we were notified that the pictures taken were not the correct pictures. Another 2 weeks went by and we received another phone call as to where to look to get the numbers that were needed and take pictures of the codes under the footrest, my issue is on one of the couches the motor doesn't allow you to extend the couch to get the required information. I do not understand why the initial tech didn't do his job to begin with. Yesterday 12.13.2023 I finally made contact with a representative who told me we only had 3 days to return the couches from the date of purchase, we called La-z-boy immediately about the dysfunctional couch, they chose to make an appointment to come and repair the 1st issue and set the appt two weeks out, not sure how that is our fault. Yesterday I explained all of this to a helpful representative by the name of ******* who stated she understood our frustrations but continued to explain La-z-boy's return policy to me and then went on to tell me that she could get the issues resolved on both couches that had issues, no sooner than we hung up with that understanding, I get a call from ******* asking me to provide him with pictures again, so no this issue is far from resolved and very frustrating that I have to keep repeating myself on the same issues, we are not happy with the service or the couches at this point this has been the worst purchase ever and I do plan on discouraging others due to this horrible experience.
Sincerely,
**** ******Business Response
Date: 12/15/2023
Dear BBB,
Thank you for alerting us to this
customer’s reply.
Upon reviewing the customer’s
concerns, we found that our service department had requested photos from the customer of the product
tags that are attached to their furniture. The customer has submitted
photos of stickers on the mechanism and photos of the furniture itself; however, photos of the
product tags have still not been received. Once we have received the product tags from
the customer, we will be able to assist further. If the customer is unable to take the requested photos, the customer may contact the service department at ************ to schedule another in-home service appointment so that one of our technicians can take the photos for us.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/15/2023
Complaint: ********
I am rejecting this response because: Again, I as the customer did not pay for faulty equipment, we had a technician come to our house who did not do his job so at this point they can come and pick up all of the furniture and refund our money, we did not pay $9k for faulty furniture and I am very upset at the responses that we are getting from La-z-boy as if this is on us the customer to resolve. This has been a nightmare purchase since day one, I would prefer to speak directly to a representative of the management staff, I can be reached at *************
Sincerely,
**** ******Customer Answer
Date: 03/18/2024
[BBB Transcription via Duplicate Complaint]
We received our defective furniture in October 2023 and have worked with a number of different associates to get the issue resolved, we have received a ton of promises, but nothing has come through for us, we still have defective furniture and at this point we are demanding a refund, no more playing around it's been 6 months, and nothing has resolved. We are prepared to take this to court as we have countless emails, phone call logs etc in our attempt to get this matter resolved.
Business Response
Date: 03/19/2024
Dear BBB,
Thank you for alerting us to this customers reply.
We have contacted the plant for an expected shipping date of the customers replacement upholstered seat. Once a response has been received, the customer will be contacted with an update.
Kindest regards,
La-Z-Boy Incorporated,
******* R
E-Commerce Coordinator
CM ******Customer Answer
Date: 03/19/2024
Complaint: 21003068
I am rejecting this response because we over the past 6 months have been told the same thing over and over again, we want our money back and that is it. We are into this defective furniture now 6 months or more and have not been able to have events at our home due to the defective furniture, we want our money back.
Sincerely,
*********************Business Response
Date: 03/22/2024
Dear BBB,
Thank you for alerting us to this customers reply.
We have spoken with the customer today. Due to the delays in receiving the replacement parts for their loveseat, we had offered the customer a reselection of the loveseat.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 is requesting a full refund on their entire purchase. We have advised the customer that we would review their request and contact them back. Once the review has been completed, the customer will be contacted.
Kindest regards,
******** Incorporated,
******* R
E-Commerce Coordinator
CM 831488Initial Complaint
Date:12/14/2023
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.
Bought a new sofa about a year ago.The new sofa broke about 8 months ago.Lazboy agreed to fix our sofa.8 months have passed and nothing has happened.We can provide dates and times of key events as this progresses.Business Response
Date: 12/14/2023
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:12/13/2023
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 purchased our Lazboy reclining loveseat on 9-04-23 for $2899.43. We had some quality issues and a tech was sent out to inspect. He didn’t fix the two main issues and said he would order parts for one and wasn’t, sure how the other issues would be resolved since it was a known issue with the new design reclining mechanism. The parts arrived for the control issues we had but the parts will not correct was is wrong. They also sent a seat frame for the reclining issues we are having. Since the seat frame has nothing to do with the reclining issues I called customer service to discuss. I have several emails from customer service and the final email I requested to speak with a supervisor or manager. I was told it could take up to 3 business days to get a call back but now it is past the 3 days and never got a call. I have emailed twice to follow up on the call but have not gotten a response. These two issues we have are warranty isssues that are covered by Lazboy but now they are avoiding my contact.Business Response
Date: 12/13/2023
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: *************************************************************
This customer has an open Service
Ticket and is scheduled for an in-home service appointment with one of our
technician’s on 12/16/23 to have replacement parts installed. The customer
received a call from the next level of support at 11:30am EST today 12/13/23,
per his request. The customer has agreed to proceed with 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: 12/14/2023
Complaint: ********
I am rejecting this response because: although a service appointment is scheduled the lazboy reclining loveseat is not repaired yet. I do no believe the replacement parts that lazboy ordered will resolve the issues that I have made them aware of. The original tech that lazboy sent out several weeks ago stated the noises and improper reclining function was a known item the reclining ball mechanism was a known problem and wasn’t sure how he could fix it. The part they are replacing is a seat frame and has nothing too do with the reclining mechanism. The two controls that they ordered are identical and will not change the fact that each side of the loveseat will have controls that operate backwards from each other. I should be able to seat in the left seat or the right seat and the controls should operate identical to the other side. This is not how it currently operates or how it will operate after they install the new controls. Once the technician shows up on the 16th then I will update those results.
Sincerely,
**** *****Initial Complaint
Date:12/13/2023
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.
[BBB transcription via transfer, see attachments]
The store send to me bad love seat in April 25/20223 it was very bad condition and returned back at the same time delivered to me. and the charge me from the bank 50% ***** the price because I returned *************.
Business Response
Date: 12/13/2023
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
The customers store of purchase in **********, **, is independently owned and operated. La-Z-Boy Incorporated does not have access to the stores customer records. We have contacted the customer's store of purchase and requested that they contact the customer to assist with their concerns.
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).
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 ******Initial Complaint
Date:12/11/2023
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 purchased a high-end Laz-Z-boy recliner from Laz-Z-boy/********** **********. I was dellivered on 9-1923. I immediately noticed a loud clank when reclining the chair. I contacted the ********** store the next,9-20-23, to voice my concern. They initiated a 3rd-party furniture repair business. A tech came out on 10-13-23. He noted the loud noise but did not know how to correct it. He suggested to start replacing parts and ordered a set of parts to be installed at a later date. At that time I asked if I was eligible for a full refund. The first set of replacement parts were installed and did not correct the noise. The tech noted that he could hear the noise but was unable to identify the source. Another set of parts were ordered after a video conference with Laz-Z-Boy's "expert". He heard the noise over the phone and said he knew how to correct it. Second set of replacement parts were installed on 12-8-23. New set of replacement parts did not correct the problem. Tech noted he heard the noise but did not know how to fix it At this point, I just want a full refund or a replacement recliner of same value.Business Response
Date: 12/12/2023
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: 12/15/2023
[BBB Transcription via Email]
Complaint: ********
I am rejecting this response because:
At this point I'm not going to dwell on the "cozy" relationship Laz-y-boy has with their 3rd party contract repair firms. I want to address the inconsistencies in the Laz-y-boy vendor's report findings and Laz-y-boy actions around them. I have had 3 separate repair/problem-solving,on-site sessions from Furniture Solutions Network and one"virtual phone" problem-solving session with Tri-County Furniture Services. All 4 encounters were similar in that the FSN repair techs and the Tri-County expert all agreed that my full power recliner emits a loud clunk noise when activating the power recline feature. Strangely enough, Laz-y-boy indicates that both vendors filed a report that the noise is normal for the operation of my model recliner. Both of Laz-y-boy repair vendors refuse to provide a copy of the report to the customer so it is hard to know what is true. In two of the four incidents, a request from the vendor, noted that replacement parts should be ordered and installed in an attempt to eliminate the noise. Laz-y-boy approved the ordering and installation of the parts. If Laz-y-boy thought that the loud noise was a normal part of the operation of my recliner model, why would they order the parts and approve installation (in hopes of eliminating the loud noise) if the loud noise was normal for my recliner model??
To hopefully move things along to a resolution, I decided to record a video, with audio, of my recliner in operation to demonstrate the loud noise. My wife recorded me, in the recliner at home, activating the power recline cycle on12-12-23. The loud clunk noise is very obvious in the attached video. We then drove down the same day to **********,Wa. Laz-y-boy showroom where we purchased the recliner. They still have my recliner model on the showroom floor. I sat in the recliner and activated the power recline cycle more than one time (as I did before purchasing the recliner on 8-4-23). The power operation of the recliner was very smooth and there was NO noise, let alone a loud clank (download the attached videos).
Laz-y-boy could have done something similar after the first complaint. They could have contacted the ********** store and asked them if my recliner model makes a loud noise when activating the power recline feature (they still had and have that model in the showroom). ********** staff would have told Laz-y-boy that the showroom model is smooth in operation and does not emit a loud noise. But that would make it harder for Laz-y-boy to continually deny my request for a full refund.
Once again,I'm requesting a full refund for my defective recliner.
***** *******
Sincerely,
******* *******Business Response
Date: 12/15/2023
Dear BBB,
Thank you for alerting us to this
customer’s reply.
Upon reviewing this customer’s
concerns, we found that the customer had an appointment with one of our
technicians on 12/08/23 to have replacement parts installed. The technician installed the parts to complete
the repair. The technician did mention that there was still some noise
remaining after the new parts were installed. Since there are moving metal
parts in our reclining mechanisms, there will be some noise involved when reclining
the unit. To help lessen the noise, we suggest distributing your weight evenly
on the seat while reclining, and placing a rug under the unit, if the unit is
positioned on hard flooring.
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: 12/15/2023
[BBB Transcription via Email]
I am rejecting this response because: Laz-Z-Boy admits my recliner makes a loud noise when activating the power recline feature but refuses to provide me a full refund. I've provided 2 videos to demonstrate that my defective recliner makes a loud, unnatural clunk noise while the same model at the ********** Wa. store is smooth in action without any loud, objectionable noise. What Laz-y-boy may not know, or care to know, is that on the same day I purchased my defective recliner, we purchased another high-end Laz-y-boy recliner for my wife. She is entirely happy with the performance of her recliner. It is a power recliner that is smooth in operation without making loud, objectionable noises. The resolution I seek remains the same; a full refund or full replacement.
***** *******Business Response
Date: 12/15/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
As stated in our previous response, since there are moving metal parts in our
reclining mechanisms, there will be some noise involved when reclining the
unit. These noises may not be as prominent in our stores due to ambient sounds within
our public showrooms, in comparison to a residential home. At this time, we are
not offering the customer a replacement unit or a refund, as their furniture is
operating as designed. 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’s furniture is up
to manufacturing standards.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/18/2023
[BBB Transcription via Email]
Complaint: ********
I am rejecting this response because: I am rejecting this response because: Laz-Z-Boy admits my recliner makes a loud noise when activating the power recline feature but refuses to provide me a full refund. I've provided 2 videos to demonstrate that my defective recliner makes a loud, unnatural clunk noise while the same model at the ********** Wa. store is smooth in action without any loud, objectionable noise. What Laz-y-boy may not know, or care to know, is that on the same day I purchased my defective recliner, we purchased another high-end Laz-y-boy recliner for my wife. She is entirely happy with the performance of her recliner. It is a power recliner that is smooth in operation without making loud, objectionable noises. The resolution I seek remains the same; a full refund or full replacement.***** *******
Sincerely,
******* *******Initial Complaint
Date:12/07/2023
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 purchased 3 pieces of furniture on 5/20/23. Sofa, loveseat and recliner from LAZBOY furniture. Took delivery on 10/6/23. On 10/15/23, I contacted customer service to report the cut in the leather on the right Sofa arm. On 11/8/23, the Technician arrived to inspect the "cut," and at that time also took note of a loose seam on that same arm. We also addressed the "noisy/jerky mechanisms on both sides of the sofa. The left mechanism was ordered, and adjustment of the right mechanism was attempted. Adjustment of the mechanism on the right side did not work, so on 11/13, I called customer service and requested a new mechanism for the right side be ordered as well. The mechanisms were replaced on Saturday 11/25/23. A new arm piece/side has been ordered for replacement on the RIGHT side of the sofa due to a tear in the fabric on the arm, as well as loose strings on the seam of the arm. This has yet to be delivered.
When the Technician was here on Saturday 11/25, to install the new mechanisms, we noticed another tear/nick in the leather at one of the seams on the LEFT sofa seat, (technician said it looked like it was torn during sewing of the seams) and another small leather blemish/nick on that middle seat area, near the left seat. The seams on this entire sofa look to be very carelessly sewn, with loose areas that surely will come apart in time. The Technician was a bit flustered installing the mechanisms, as it was a very time consuming repair.
On 11/27/23 I contacted ******* ** ********** Specialist La-Z-Boy Residential. ******** requested pictures of the areas of concern, the Product Identification Tab on the couch, as well as an explanation of the issues. I replied with the information requested on 11/29/23.
Today, 12/7/23, the right mechanism on the couch that was replaced on 11/25/23 is back to being just as noisy/jerky if not worse! I emailed ******** regarding this new development, with another request for a resolution of a refund.Business Response
Date: 12/08/2023
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: 12/08/2023
Complaint: ********
I am rejecting this response because:
Won’t accept anymore repairs. I want a refund.
Sincerely,
***** *******Business Response
Date: 12/12/2023
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: 12/13/2023
Complaint: ********
I am rejecting this response because: We have had NO response yet from LAZBOY. We will only accept a refund, no more "repairs" will be accepted. See attached copy of "update email sent on 12/7/23 to ******** in the Escalation dept at LAZBOY.
Sincerely,
***** *******Initial Complaint
Date:12/07/2023
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 ordered a powered recliner chair from the local La-Z-Boy outlet (Fredericksburg, VA, Sales Ticket *********) on June 20, 2023. The chair and a 5-year protection plan cost $3414.82. The company committed to deliver a defect-free product conforming to our specifications. Delivery required 2 months, occurring on August 16. As the attached photos show, the chair's suspension was defective, pitching forward those attempting to sit. Also, the leather covering was not smoothly installed, being pinched and puckered in several places. We cited these flaws on the delivery documents (no copy was left with us), and in an immediate call to the store. The store dispatched a technician on September 1 to assess the defects. While waiting, bolts began to fall from the chair's suspension system. When the technician appeared, he observed that the base had been improperly installed (backwards) and confirmed that the cover was badly puckered. He documented these defects with his own photographs and recommended replacement. We returned to the store and selected a chair of the same model and fabric with a more stable base. That chair was delivered on November 8. As shown on the accompanying photos, the leather cover on the replacement chair was also puckered and pinched. That delivery was refused. A third chair was delivered on November 29. Again, as shown, the leather cover was also puckered and pinched, and that chair remained on the delivery truck and was refused. At this point, La-Z-Boy has offered to retrieve the original chair but to charge us for delivery and the protection plan. None of the three chairs has been defect-free, nor has the extended plan been invoked, since we are still well within the standard 1-year manufacturer’s warranty. We want this defective chair (all tags still attached) removed and a full refund for chair and protection plan.Business Response
Date: 12/08/2023
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 are contacting 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: 12/08/2023
Complaint: ********
I am rejecting this response because: The company could not locate records of the sale in question. Attached is a copy of the La-Z-Boy sales ticket that includes all necessary direct contact information. My wife's name is listed on the sales ticket, though it was a joint purchase with both individuals involved throughout. We look forward to hearing from La-Z-Boy.
Sincerely,
****** ****Business Response
Date: 12/12/2023
Dear BBB,
We are sorry for any
frustrations that this customer has encountered throughout their purchasing
experience.
Upon reviewing this
customer’s concerns, we found that the customer has been in communication with
their store of purchase and the store has allowed the customer to return their
furniture for a refund.
We kindly ask that
this complaint be closed as the customer has agreed upon a resolution through
their store of purchase.
Kindest regards,
La-Z-Boy Incorporated,
***** ***********
E-Commerce Coordinator
CM #******Customer Answer
Date: 12/14/2023
Complaint: ********
I am rejecting this response because: In no way have we agreed to any resolution offered by the store of purchase. While the store has agreed to retrieving the faulty product, they have refused to refund the full cost of product and customer care warranty or to offer a defect-free product. Thinking creatively, the technician suggested that he could piece together an acceptable chair by using parts from other chairs. Example, take the remote control side of the original chair that was perfectly sewn and put it on the 3rd chair that has a good back panel and acceptable other side panel. Why has the store not offered this solution? Instead, they have offended the customer by claiming that we will never be satisfied with anything they offer. If they offer a well-assembled chair that is covered by warranty, we will be more than happy. La Z Boy has yet to offer any such thing.
Sincerely,
****** ****Initial Complaint
Date:12/05/2023
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.
Been trying to get service done on my recliner for almost a year now I left voicemails text messages get called back saying we are booked up we will put you on the list the last message I got was we can put you on the schedule for December now I got a message today saying the service department closed and I have to call another 800 number to get put on a schedule but can’t do that till December 12 it’s insane a year and can’t get serviceBusiness Response
Date: 12/05/2023
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: 12/06/2023
Complaint: ********
I am rejecting this response because: waiting 8-10 months for service is unacceptable my order info is****** *****
*** ***** ********
************* ** *****
My purchase order # ********
Sincerely,
***** *****Business Response
Date: 12/12/2023
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 again 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: 12/13/2023
Complaint: ********
I am rejecting this response because:
I have sent them all my information and the place I bought it from when I call there to get service it transfers the call to somewhere in Indiana or Ohio then I get nothing but voicemail to call them back when I do it goes to voicemail all I want is my chair fix
***** *****
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.