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:12/05/2023
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 service
Business 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
***** *****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.
Chair was reported defective in August. More problems since then. Had service 4 times and arm replacement but it looks terrible. Stitches coming apart,
staples showing, dents in footrest, arms don't match. Poor quality for price.
I am a disabled senior and I need a sturdy and reliable chair that will last for a long time. Company not responding to request for phone call. I saved for 3 years for this chair and now 4 months of the warranty are gone with no response except to replace pieces one at a time. Waited from August until today for arm replacement. Very stressful and drawn out. No quality control of this chair from beginning.Business Response
Date: 12/05/2023
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 an
appointment with one of our technicians yesterday 12/04/23. The technician installed
a new right arm and new hardware, bringing the unit back to manufacturing
specifications. The technician also advised that the customer expressed
concerns with wrinkling in the leather. However, the wrinkling was found to be
normal wear and tear and within standards.
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: 12/06/2023
Complaint: ********
I am rejecting this response because: pictures show as a whole this chair is defective and needs to be replaced. Dent in footrest is not a wrinkle. Staples showing in chair back is not normal nor stitches opening on inner arm. This chair sold for 2,549.99 . People who have looked at it are shocked to see the poor quality from this company. Replacing everything piece by piece is unsatisfactory. I expected a new chair not one pieced together. I want the chair I was promised.
Sincerely,
**** *******Business Response
Date: 12/06/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
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 is reported. As the customer did not refuse their delivery, we will
continue to follow the terms of our warranty. At this time, we are not
offering the customer a new chair. If the customer feels that their unit is not
up to manufacturing standards, they may contact our service department to
schedule a new appointment.
We kindly ask that this complaint be closed.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/06/2023
Complaint: ********
I am rejecting this response because: problems not evident upon delivery. First problem began with arm within the first few days with right arm noise. Waited to call based on information regarding noises from chair found in Comfort Care brochure. Called for service but first appointment cancelled by service. Dent in footrest started shortly after when padding didn't return to form. Two people from service took pictures but company sent standard response about meeting manufacturers standards which doesn't speak well for the company. As I have previously stated to Comfort Care and the company itself this issue has been very upsetting to my health. The company has used stalling tactics to draw this out. First service person said he would put in for new chair request. Got same response from company. They deny the information that is in my file.
Sincerely,
**** *******Initial Complaint
Date:12/04/2023
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 recliner in 2016 from the Lazyboy Store on ****************. in *************** ********. Within months my recliners base had broke. I had to take the base in to have it fixed under the warranty. I got it back and immediately relocated to live in ******* in 2017. My recliners base broke on me again while I was sleeping in it, causing it to flip me backwards completely throwing me out of the chair breaking the back support of the chair in the process. I am 6' 240 woman. This caused me to injure myself I was in the process of moving to ******** so I reached out to LazyboY once I got to ******** in June 2023. I was told I needed to contact the store where I bought the chair at originally. The *************** ******** closed down in 2018 (I believe) SO, I am unable to contact them. I told them that there are stores all around me that sell Lazyboy furniture. I believe that there is someone that could service my recliner but no one is offering me that service. Even tho Lazyboy offers a limited warranty. Not having my recliner has caused me GREAT DISCOMFORT. I've tried to repair it but parts keep breaking off. I've reached out several different times to the ***** number. I have spoken to different people that have promised to get me assistance. But no one has contacted me back. The chair can not be used due the the extent of damage it sustained from fling me backwards. The back frame and the base and the springs are all parts that are broken. The breakage caused damage to my upholstery with metal nails or staples poking thru the back of the chair. Both legs have become unattached to the frame due to wood breaking this is the second time this has occurred with the 1st time not long after I purchased h used it. This chairs base was a "lemon" ****I attempted 2 seperate times to send photos and it errored out and I was unable to attach photos to this complaint.(Business Response
Date: 12/05/2023
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 manufacturers warranty: ************************************************************.
Upon reviewing your concerns, we found that the customer has moved away since accepting delivery, and the customers current address in *****************, **, falls outside of our serviceable area. We have contacted every local independently owned and operated location within service radius, and it appears that we are unable to locate someone to assist with the repairs on their recliner. We recommend that the customer look into local furniture restoration shops in their area to assist with finishing the repairs on the unit. The customer can reach out to the local shops around them and obtain an inspection on their furniture. Once the customer has received the inspection and are aware of what parts are needed to complete the repairs, we can order the parts for the customer at no cost as a courtesy. We ask that the customer contact us back at ************ once they have received an inspection, if they wish to proceed with our offer.
Kindest Regards,
Kindest regards,
La-Z-Boy Incorporated,
******* R
E-Commerce Coordinator
CM ******Initial Complaint
Date:12/01/2023
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.
10.17.2023 ordered a part for recliner. Paid $207.71.
Acct #**********
#********
Have sent several emails requesting status with no result or communication on when I should receive this part. Was told when ordered it would be approximately 2 weeks.
Customer service has 3 phone numbers for service/parts. No one ever picks up the phone.Business Response
Date: 12/05/2023
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 had placed an order for a new remote on
10/18/23. Upon tracking the customer’s order, we found that the remote is on
back order and is expected to ship out between the end of December and the
beginning of January.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/06/2023
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:11/30/2023
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.
Initial Purchase date/downpayment for recliner with heat and massage was July 26, 2022, and it was delivered and balanced paid December 2022. In February 2023 (less than 3 months) it started to malfunction sporadiacally. It literally took weeks to get a service call ANSWERED even after trying via original Store contact info, Lazy Boy contact info, AND Serveco the "service" company. By March the heat/massage operation did not function at all. Again hours, days on hold or call back in April and May 2023, and Service Tech, **** called back, came to house took broken part. Some weeks or July 2023 **** returned with replacement part and chair operated fine until two days ago. The heat/massage function does not work, but chair can operate (foot/head movement).
VERY CONCERNED and appears as if Lazy Boy Furniture and/or ServeCo is running out the clock on the warranty.
This chair has been a "lemon" since it was purchased. Neither Lazy Boy nor Serve Co are timely or helpful to try to resolve this ongoing issue. I was willing to pay top dollar for a quality product but this chair is not quality. The electronics are cheap, substandard and the replacement part only lasted a couple of months so do not think another replacement part is reasonable resolution. Thank you for your support.Business Response
Date: 12/01/2023
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 the customer’s concerns, we found that the customer has an open
Service Ticket and is scheduled for an in-home service appointment with one of
our technician’s today 12-01-23. 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
******Initial Complaint
Date:11/27/2023
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 couch and loveseat from the La-Z-Boy in Charlotte NC. I was told it would be 6-8 weeks before I received the set. The date continued to move out until it was 25 weeks out. I called to complain (again) they advised that miraculously the set was available and could be delivered ASAP. The loveseat was delivered damaged, the team immediately set the loveseat down and reclined it - everything looked okay - they snapped photos and left. Once we sat the chair upright, the back leather flap did not lay flat and you could see busted wood exposed. The next day 11/8 I called to tell them it was broken and we needed a new loveseat - we filled out a form + sent over pictures including the item details underneath the loveseat. It's been almost 3 weeks without anyone following up on when we can receive a new loveseat. When we call we cannot get through to anyone.Business Response
Date: 11/29/2023
Dear
BBB,
We
are sorry for any frustrations that this customer has encountered throughout
their service experience.
The
customer’s store of purchase, Charlotte NC, is independently owned and
operated. La-Z-Boy Incorporated does not have access to the service
department’s customer records. We have contacted the service department and
requested that they contact the customer to assist with their concerns.
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: 11/30/2023
Complaint: ********
I am rejecting this response because I still have a broken loveseat & have heard from no one at any LazyBoy location about replacing. I am still making payments on the purchase and was charged an enormous delivery fee for the items that were 22 weeks late! And when they were delivered the loveseat was broken. This is not an acceptable response from the company.
Sincerely,
********* ********* *******Business Response
Date: 11/30/2023
Dear BBB,
Thank you for alerting us to this
customer’s reply.
We have forwarded the customer’s
additional communication over to their store of purchase for review and asked
that the customer is contacted with an update on their claim.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:11/27/2023
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.
A *****boy rocking recliner w/optional swivel base was purchased from ********************** ( an authorized ******** distributor) on 7/20/2023. The chair was delivered by the freight carrier of **********************'s choosing on 10/24. I called ********************** immediately upon delivery, stating the chair was defective and spoke with *********************. ***** stated she would call and have a **************** tech sent out. This did not occur. On 10/25 I emailed pictures of the problem. ***** sent a trouble shooting Guide and the first item clearly showed that this problem was known. ( Recline-Rocker with optional swivel base "pitches" forward ) ***** asked me to check to see if if my Recliner had "restrictive Pin" on the springs, required for my chair configuration. My chair had the standard springs, clearly a production defect. A set or replacement springs ( 92000208-00) were ordered with the expectation that I would install these. ( I never agreed to this) Springs came in, they were wrong. I then called ******** direct ( case # ****** spoke with *****) Once again I was told that replacement springs would be sent and I would have to install. ( I never agreed to this) Springs came in, wrong again. Called ***** again on 11/15 and was promised by ***** a L-z-boy tech would call to set up a service call. Never heard anything. I paid over a $1000 for a *****boy chair, that came off the production line defective. Now I'm expected to "fix" defective chair. Chair is dangerous. If you are sitting in chair with the leg support extended, then lift up in the side handle, the chair will "eject" you onto the floor. As a side note, when I was initially asked to inspect the spring I severely cut my finger.Business Response
Date: 11/29/2023
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.
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 ******Initial Complaint
Date:11/22/2023
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.
I purchased any +$800 Lazy Boy chair about two years a go or less and have had nothing but problems with the quality of my chair. I can feel the springs **** in to my back because there is not enough cushion and this makes my bad back worse. I tried called corp and the store where I purchased my chair and got no support. The chair makes noise every day and that I sit in it. Also, the pillows are not secured to the chair and every time I lay back the the chair my head pillows falls off, behind the chair.Address: **************************************************************************** I used to buy my fermeture at Art *** before then went out of business. I have had better luck buying fermeture at Big Lots for less then half the cost of my Lazy Boy chair. I will never buy another product from Lazy Boy because of the horrible customer service and poor quality of chairs.Business Response
Date: 11/29/2023
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
*****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: ************************************************************.
Upon reviewing this customers concerns, we found that the customer took delivery of their rocking recliner in June 2021. *****Boy will make repairs within the terms of our warranty to ensure the customers furniture meets manufacturing standards. If the customer believes their recliner is defective, we can have a *****Boy Technician come out to their home. If the customer would like to schedule the in-home service appointment, we ask that they contact us at ************. Our office is open from 9-6pm EST Monday- Friday
We kindly ask that this complaint be closed as the customer has been offered service under the manufacturer's warranty.
Kindest regards,
*****Boy Incorporated,
******* R
E-Commerce Coordinator
CM ******Initial Complaint
Date:11/22/2023
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 purchased a chair from la z boy in December of 2020. We accepted delivery in May of 2021 for our recliner that cost *****. In almost exactly 13 months the foot rest failed. We paired over $13 dollars to have the parts shipped to us. Only to have the new parts fail within a year. I have tried numerous times to contact them. They would not schedule a service call without charging me $160 for a problem they have not even seen. I can get no assurance that they can fix the problem for that amount plus they want to charge $13.50 for shipping parts that the overpriced repair man will be providing. I purchased this product on a promise of quality and a company that would stand by their product. They have not called me back or responded to my numerous emails. This company should not be allowed to skate by on their decades past quality when currently they are producing poor quality.Business Response
Date: 11/28/2023
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 manufacturers warranty: ************************************************************.
Upon reviewing the customers concerns, we found that the customers furniture was delivered in 2021. Since the customer is outside of the first year from date of delivery, labor is charged at an hourly rate. The customer spoke to our service department on 11/22/23, and our representative offered to waive one hour of labor for the customer as a courtesy, with the stipulation that the customer will be responsible for any out of warranty costs in the future. The customer is scheduled for a service appointment on 12/02/23.
We kindly ask that this complaint be closed as the customer is being serviced under the manufacturer's warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* R
E-Commerce Coordinator
CM ******Initial Complaint
Date:11/17/2023
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 warranty with my lay z boy sofa. I have emailed, called, called again, contacted the store, called again, waited for a call back, and have not heard anything back from them nor their warranty provider. I would like to have my sofa cleaned, per the warranty agreement that I purchased from Lay Z Boy with my sofa. It has been 5 months of me calling. They admit it is a valid warranty claim, but they just keep telling me that "they switched systems, please wait for a call back". My white sofa with stain resistant blocker has soda stains and I just want them to clean it before the warranty expires.Business Response
Date: 11/17/2023
Dear
BBB,
We
are sorry for any frustrations that this customer has encountered throughout
their 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
******
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