Business Profile

Furniture Manufacturers

La-Z-Boy Inc.

Headquarters

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.

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The 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:11/16/2023
Type:Service or Repair Issues
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 couch from LA-Z-Boy furniture. The couch was delivered and set up LA-Z-Boy furniture without incident. After a few months, a motor on the recliner portion of the couch stopped working. This repair was covered under warranty and the repair tech came to my home to do the repairs. The repairman did not have the parts to fix the motor and after several months of waiting, I contacted LA-Z-Boy to check on the repair status. I was notified that since the couch we ordered wasn’t motorized, they were not going to fix the couch. They were going to order a small section and replace the couch. This was LA-Z-Boy’s mistake. They delivered the couch, set it up and a repairman was going to fix the couch. We are worried the sectional will not match since the couch is a year old.
Business Response
Date: 11/17/2023
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 took delivery of their six-piece
manual reclining sectional, reclining sofa, and reclining chair in October
2022. The customer contacted our service department in August 2023, to report
that the motor on one of the sectional pieces was not working. The technician
was scheduled to go out to the customer’s home in September. During this
appointment, it was discovered that at the time of delivery, the customer
received a power operated sectional piece in error. The customer ordered and
paid for all manual reclining pieces. Due to the tagging error, La-Z-Boy is
unable to offer service on the inoperable power unit. However, the customer has
been advised that La-Z-Boy will reorder the sectional piece, in manual, as
originally ordered. La-Z-Boy will remove the defective power unit from the customer's home
once the new unit has been delivered.
The customer
has spoken with our service department regarding their concerns with the new
unit not matching the rest of their sectional. The customer was advised that if
they still have these concerns once the item has been delivered, we will
further review those concerns at that time.
We kindly ask
that this complaint be closed as the customer has been offered a new sectional piece.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******
Customer Answer
Date: 11/17/2023

Complaint: ********

I am rejecting this response because: La-Z-Boy delivered our couch, set up our couch and their employees handled all the paperwork. At that time, this error should have been caught. It is La-Z-Boys responsibility to ensure the delivery was correct. La-Z-Boy Could simply fix the motor and this situation can be resolved. The couch is over a year old and has been used daily. Attaching 1 brand new piece of sectional couch to 5 other used pieces of sectional couch is ludicrous. It would be different if this was a stand alone piece of furniture. It will not match and I am not risking that. According to the FTC, I am under no obligation to return anything to La-Z-Boy because it was La-Z-Boys mistake. Replacing the motor is the easiest, most cost effective and quickest resolution to this issue. If this is such a major issue, why didn’t La-Z-Boy catch their mistake. We paid over $10,000 for this couch.

Sincerely,

**** *******
Business Response
Date: 11/21/2023
Dear BBB,
Thank
you for alerting us to this customer’s reply.
As
stated in our previous response, due to the tagging error, La-Z-Boy is unable
to offer service on the inoperable power unit. Replacement parts are ordered
off of a unit’s tag number. Since the tag is incorrect, we cannot place a part
order. Again, the customer was advised that if they still have concerns with
the new unit not matching the other units upon delivery, we will further review
those concerns at that time.
We
kindly ask that this complaint be closed as the customer has been offered a new
sectional piece. The customer is to follow up with their store regarding the next steps.
Kindest
regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******

Customer Answer
Date: 11/22/2023

Complaint: ********

I am rejecting this response because: If LA-Z-Boy wanted to do the right thing all they would have to do is replace the motor on the unit. When their service man was at my house for the repair, he wrote down the information. If this information is inaccurate, i could send the information to them. When I contacted the store, the service representative asked me to take a picture of the motor and send it to them. It appears LA-Z-Boy furniture was going to fix it but changed their mind. This was a recorded call. Also, on 11-15-2023, I received an email from ******* *, a LA-Z-Boy customer care representative, that stated “the store will be in touch” and now the latest email states I need to contact the store. Which is it?
As stated in my previous email, I am under no obligation to return the sectional that LA-Z-Boy furniture delivered and set up. A replacement piece will not match. The furniture has be exposed to direct sunlight for over a year with constant wear and tear. If LA-Z-Boy furniture isn’t going to replace the motor, I will just replace the motor myself. Amazon has it for $19.99.

Sincerely,

**** *******
Initial Complaint
Date:11/16/2023
Type:Delivery Issues
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 ordered a custom leather couch in April 25th of this year. Was told 4-6 weeks. Get a call mid June and was told it is delayed until October because the leather they had on hand was not enough and they didn’t want to piece together two rolls and make it look patchy. In the contract it says allow 15-17 weeks, which is now way past that timeframe. I call in the beginning of October and was told now beginning of November, because the leather is “scarce.” Come beginning of November I get told not sure why the couch is delayed and they have 2 pieces done but not the others. They will look into what the delay is. 3 days later I receive a call telling me my only option is to wait until now December, or give them $1500 more which is half of $3,600 which is “slightly better” than the piece I ordered and they can have my order done next week. At the time of ordering I already put down $1,798.28, I refused the extra payment and asked to escalate the situation further, was given the “corporate number,” which happened to only be service and they were unable to help me and just sent me back to the store manager who offered me the other options mentioned before again, said sleep on it, goodbye, and then hung up on me. When I asked for just a refund of my deposit, I was told they cannot do that because the couch ordered is already in my name. When asked why that mattered if it is not already made, they said it’s just policy. Even though in the same contract it says if you do not like the goods when delivered to your house you can turn them away and send them back. Not sure why I can send it back if it’s already made at that point and not have a refund from the start is beyond me. The name on the top of the contract is my husbands name. I am on the finance application as well.
Business Response
Date: 11/17/2023
Dear
BBB,

We
are sorry for any frustrations that this customer has encountered throughout
their purchasing 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: 11/17/2023

Complaint: ********

I am rejecting this response because:
attached was the sales ticket and there wasn’t an option to put the Taylor store on the complaint, but that’s where it came from. I can send over the information directly if there is a place to. I would really just like a refund so I can move on from all of this, at this point this is all frustrating and I really don’t wish to move forward with any business with lazy boy.

The account is under my husbands name first and his phone number is ************ if that helps look it up the sales ticket number is also *********. Thank you

Sincerely,

******* ******
Business Response
Date: 11/17/2023
Dear BBB,

Thank you for alerting us to this
customer’s reply.

We have forwarded the customer’s
communication to their store of purchase and requested that the customer is contacted.

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,
******* *
E-Commerce Coordinator
CM ******
Customer Answer
Date: 11/17/2023

Complaint: ********

I am rejecting this response because: the store was no help and that’s why I reached out further and still got 0 help with the problem.

Sincerely,

******* ******
Initial Complaint
Date:11/16/2023
Type:Product Issues
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 1/3/2022 I ordered 2 sofas and a loveseat. The pattern was plaid and I specifically stated at that time since the furniture will be seen from the front and the back that it’s imperative that the plaids match front to back, The sales person notated that on my receipt that if the plaids didn’t match, it would go back for repair or an adjustment. Arrangements were also made at that time for free delivery. When the sofas arrived, I could tell right away that the plaids were all mismatched. Calls were made to the Manager at the L-Z-Boy Store on Hwy k in O’Fallon Mo. The Manager name starting with the letter A called me back screaming at me that I wanted to return it. I said I want it sent back to be redone and she refused saying they no longer have that material in stock any longer. She also add it since it was a custom order that I would be hit with the restocking fee of 30% along with losing my entire purchase amount and added she would also charge me $650 for a delivery fee. At the time I had her on speakerphone and the delivery persons heard the whole conversation. She continued to scream at me about my wanting to send it back to have it redone. I informed that my agreement with La-Z-Boy was written on my contract. She continued to scream at me that it was never stated on my contract when actually it was. She also informed me that she would flag me in their system to never sell to me again. She went on to scream to me to not open another La-Z-Boy credit card as well since she would refuse me service and delivery. I asked to speak to someone in the corporate office, and she refused to offer me any ones name or phone number. She told me nobody would call me back. I informed her to read her contract again with me and she said she would call Corporate and get back with me. A while later she did call me back and told me that I would be getting 100% refund. It’s been several weeks now, and I still do not have it.
Business Response
Date: 11/17/2023
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: 11/17/2023

Complaint: ********

I am rejecting this response because: no one from La Z Boy has ever contacted me regarding this matter of being screamed at by their Store Manager. This is a Corporate store and mishandled greatly. I waited close to two years for my furniture only to be screamed at since I only wanted it to made right. The Store Manager refused to remake the furniture as it stated on my contract if the plaids did not match. She told me it was impossible since they no longer have the material. I found out thru Their customer care that was not the truth.

Sincerely,

********** ********
Business Response
Date: 11/17/2023
Dear BBB,
Thank you for
alerting us to this customer’s reply.
The customer’s
furniture is not being remade. The customer has been issued a refund for the
order. The refund was issued in early November. If the customer has not
received their refund, they would need to contact their store for an update.
We kindly ask
that this complaint be closed as the customer has received a refund.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******
Customer Answer
Date: 11/30/2023

Complaint: ********

I am rejecting this response because:

The manager told me screaming at me that she was refusing to have my furniture remade because they no longer have the material since it had been so long. I contacted customer care and they told me that was not correct that they did have the material. I was lied to. I waited over 18 months to get my furniture only to have the plaid’s mismatched and very wavy as shown in the pictures. I requested to have someone from corporate call me snd still waiting. The manager was very upset screaming at me because I requested to have the furniture remade since it wasn’t made correctly. Look at my pictures I submitted. When I asked to speak to corporate she refused and said no one would talk to me or call me back. She screamed at me the entire time. I had her on speaker and the two delivery men heard the whole conversation. One of the delivery men said “Lady I sure wouldn’t take that. I cannot believe how she is screaming and talking to you that way.” This whole matter is unacceptable. The Manager with the name starting with the letter “A” also told me she was mark me in the system never to sell to me again since I wanted to return my furniture. I just wanted to get what I paid for. My contract stated that the plaids would match front to back and they did not at all.

Sincerely,

********** ********
Initial Complaint
Date:11/14/2023
Type:Service or Repair Issues
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 three motorized leather recliners from this store. This most expensive has broken ( the legs are stuck and will not extend or retract). The chair is under warranty and I have been trying for over a month to have someone return my call to come fix it if it can be fixed. I have called the store three times and keep getting a run around . I talked to the service number and he blamed it on issues with the service person. The chair cannot be used as it is. The other issue is everyone I call they have to begin a new case as it takes each person forever to find me in the system which is frustrating since I have bought tables, sofas, recliners, lamps …. All from
This store.
Business Response
Date: 11/16/2023
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 this customer has an open Service Ticket (***********). One of our representatives contacted the customer by phone on 11/06/23,
however a voice message had to be left. We have not received communication from
the customer since. If the customer is still requesting service, we ask that
they return the call to our service department at ************. The service department
is open Monday-Friday from 9-6pm EST.

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:11/13/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have purchased section with 3 recliners. I of corner recliner frame nail came off. We filed servise visit evaluation and technician came and made a picture of broken recliner only. 2 weeks later we have received phone call from ****** ** sales representative and she (************) stated that it is our fault and we broke it because the recliner located too close to the wall. We when have mentioned how is the second recliner with the same use and same position to the wall is fine and this one we broke? Representative replied that all she can do is to sell us new recliner with 50 percent discount. This furniture is less than 1 year old and we requested just to follow up LAZBOY company policy. They denied request insisting it's our fault. Please help to restore justice. Thank you!!!!Reference number: ***********
Business Response
Date: 11/13/2023
Dear BBB,

We are sorry for any frustrations that this customer has encountered throughout their service experience.

Upon reviewing this customers concerns, we found that the customer has been in communication with our Escalations Team and has had parts ordered at no charge.

We kindly ask that this complaint be closed as we are providing the customer with a new upholstered Back at no charge.

Kindest regards,
La-Z-Boy Incorporated,
*********************************
E-Commerce Coordinator
CM #******
Customer Answer
Date: 12/12/2023
[[BBB TRANSCRIPTION VIA EMAIL FROM CONSUMER ON 12/11/2023 AT 7:44 PM]]
Hi ********
I am happy to inform that the subject case ID number has been resolved today, 12-11-2023.
I really appreciate BBB participation to resolve this issue.

Sincerely
****** *******
Initial Complaint
Date:11/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased (2) matching duo reclining chairs on 6/28/23 for the amount of $4278.45
Customer Care has dragged out over past 5 months 4 deliveries with 3 out 4 chairs defective /broken plus 2 furniture repair service calls that confirmed with reports defective/broken. Store manager assured me “again” over 15 days ago that he would escalate and get back with resolution. I have heard nothing. Left another message this morning 11/9/23. I’ve taken 4 vacation days for Friday only deliveries. Customer Care on phone have acknowledged multiple times Lazyboy dropped ball and unfulfilled promises including misinformation, service reports not processed and defective (slash cut in replacement cushion) pictures attached from 4th delivery on 10/20/23 chair refused
Business Response
Date: 11/13/2023
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
our Escalation Team and offered a
reselection her furniture or a refund. The customer has not yet responded to what option she would like to take as of 11/13/23.

We kindly ask that
this complaint be closed as we have offered the customer a full exchange or
refund of her furniture.

Kindest regards,
La-Z-Boy Incorporated,

***** ***********
E-Commerce Coordinator
CM#******
Customer Answer
Date: 11/13/2023

Complaint: ********

I am rejecting this response because:

I have contacted and left voice messages for the store manager on 11/9/23 and 11/12/23 to schedule reselection. As of 11/13/23 I have not heard back from Eastgate Store

Sincerely,

***** *******
Business Response
Date: 11/15/2023
Dear
BBB,

We have been in contact with the store of purchase. They
have advised they will be contacting the customer to discuss the reselection.

We kindly ask that this complaint be closed as the store of
purchase will be working with the customer on a resolution.

Kindest Regards,
La-Z-Boy Incorporated,
***** **
E-Commerce
Coordinator
CM
# ******
Customer Answer
Date: 11/16/2023

Complaint: ********

I am rejecting this response because: attempt to deliver new chair scheduled for 11/24/23. Since July three out of four chairs delivered have been defective/broken. Once the new unit coming to our home is perfect and refund compensation issued will this matter be resolved. Store manager followed through as promised and speaking to him last night is taking steps to ensure that the next attempt to deliver/exchange our recliner be the last.

Sincerely,

***** *******
Customer Answer
Date: 01/04/2024
[BBB Transcription via Phone]
The furniture that was sent was defective. They continue to send us defective chairs multiple times. We want 2 brand new chairs sent to us with no defects. We don't want a chair from the pool of chairs in the warehouse. Every single one of them have been defective.
Business Response
Date: 01/04/2024
Dear BBB,

Thank you for alerting us to this customers reply.
The customers recliner is available for delivery. The customer will need to contact the store to schedule the delivery date.

Kindest Regards,
La-Z-Boy Incorporated,
******************
E-Commerce Coordinator
CM # 824635
Customer Answer
Date: 01/05/2024

Complaint: 20848087

I am rejecting this response because: The available chairs from distribution center are defective!

La z Boy has delivered four defective chairs in six months from distribution center with the last delivery on 11/24/23. To make matters worse I was assured that distribution leadership would inspect the chair before the last delivery. Store Manager wrote: I asked that they personally inspect and guarantee that the next attempt to deliver/exchange your recliner be the last. I asked that they make sure it is 100% without defect and swap the unit for another if there are any visible flaws. This would ensure that the new unit coming to your home is perfect and no more time will be wasted.

Pictures attached show the poor quality and manufacturing defects of the reselection chair with VISIBLE FLAWS delivered 11/24/23!

I ordered two high quality new duet chairs in June 2023.

I feel the copy and paste generic response from commerce highlights that La z boy in six months has not taken a deep dive to resolve this problem.

Instead quick to repeat sending out defective chairs.

I have had to take off from work 5 Fridays to accommodate La z boy delivery schedule. Thats a week of vacation time!

The last correspondence I received was six weeks ago on 11/29/23. The store manager wrote: The refused unit was returned to the distribution center. I just sent an email to the manager asking what the best way is to make sure we can finish this delivery and complete the order. I will reach out to you as soon as I have a response. Still waiting

Sincerely,

*************************
Customer Answer
Date: 07/08/2024
This frustrating nightmare continues with La-z-boy After being strung out for more than 9 months La z boy told us that they were not able to deliver a chair that was not defective. We were given option to keep damaged chair or return the two chairs for a full refund. On May 31, 2024 two chairs were picked up by La z boy. Now nearly six weeks and still no refund. I have reached out twice with no response. We filed a complaint that still is not made right and seeking your help! Thank you ***** & ***********************;
Business Response
Date: 07/09/2024
Dear BBB,
We apologize for the inconvenience caused to the customer during this experience.
We do see that a check was issued to the customer. We have reached out to our team to get a better status update on this, but the customer should be receiving this check in the mail in 2-3 weeks.
We kindly ask that this complaint be closed since the customer is being refunded via check.
Kindest Regards,
La-Z-Boy Incorporated
Gabby W.
E-Commerce Coordinator
Customer Answer
Date: 07/09/2024

Complaint: 20848087

I am rejecting this response because:
Further misinformation/miscommunication from Laz y boy

On March 17, 2024 we were asked by *** y boy to confirm credit card used for purchased and assured refund would be processed back to original payment.

If now a manual check is to be cut Laz y boy needs process immediately, express mail and to provide tracking number  Two to three more weeks is unacceptable We have patiently waited six weeks and have endured enough agony from this year long lay z boy inexperience

Sincerely,

*************************
Business Response
Date: 07/10/2024
Dear BBB,

We are sorry for any frustrations that this customer has encountered throughout their purchase experience.

Upon reviewing the customers concerns, we found that the customer has been in communication with our Sales Audit Team and has an open case #****** that is currently under review. Once the review has been completed, the customer will be contacted with an update on refund status.

Kindest regards,
La-Z-Boy Incorporated,

*********************************
E-Commerce Coordinator
CM #******
Customer Answer
Date: 07/10/2024

Complaint: 20848087

I am rejecting this response because: we have reached out twice since chairs picked up and NO communication with anyone from Lay z boy. NO contact. Further misinformation!!!

Sincerely,

*************************
Initial Complaint
Date:11/07/2023
Type:Service or Repair Issues
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: 11/07/2023

BETTER BUISNESS BUREAU
Explaination, La-z-Boy Complaint

******, ****** ****** #********

My wife and I have been customers of La-Z-Boy furniture for over 30 years and knew we would always receive quality furniture. We went into our local La-Z-Boy store 30/03/2023 and ordered two recliner loveseats. Three months later, 06/03/2023 the loveseats were delivered and we were very disappointed with what we received. We gave it time but only got worse. We did work with the service department several times, but it really didn’t get any better. Details are in the other Documents that I have sent to BBB.
In photo # La-z-Boy Loveseat #1 Compair.jpg & La-z-Boy Loveseat #2 Compair.jpg are side by side pictures of what everyone sees online when shopping for loveseats and pictures of what we have in our family room, photo on the left. This is why I have filed a complaint with La-Z-Boy. We are asking for a full refund, $5110.99.
On 09/25/2023 I sent the complaint to La-Z-Boy Incorporated in Monroe, MI, Priority Mail with tracking and it was delivered. I received a response 09/29/2023 and sent back my response to their response 10/25/2023, Priority Mail with tracking and it was delivered. I have not received a reply as of 11/07/2023.
All of the cushions are lacking stuffing, except the arm rests. Lots of wrinkles and lumpy cushions. We were told that the fabric we chose was very durable, it is not. When my wife reclines back her heels ride on the fabric at the end of the leg rest cushion and has started pilling. The seat fabric on the cushion where I sit has started wearing out where my right hand rests.
Thank you,
******* ******
Business Response
Date: 11/10/2023
Dear
BBB,

We
are sorry for any frustrations that this customer has encountered throughout
their service experience.

The
customer’s store of purchase, Santa Rosa, CA, is independently owned and
operated. La-Z-Boy Incorporated does not have access to this store’s customer
records. We have contacted the store and service department and requested
that they contact the customer to assist with their concerns. The customer may
also contact the customer service department for their store’s location
directly at ************.

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.

In
addition, please be advised that the photo of the loveseat from our website
that the customer is comparing their furniture to is a computer generated image
and is not a photo of a real loveseat. The padding and fabric in this image are
not realistic as they would be in a real photo.

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: 11/15/2023
[BBB Transcription via Attachment]
In my complaint I had a comparison of the La-Z-Boy reclining loveseats that we had purchased next to the loveseats that we received. I do realize that the furniture that La-Z-Boy shows on their website are computer generated. As a customer, I would think that I should receive furniture that looks like the pictures that customers see while shopping online.
This sentence is a quote from La-Z-Boy’s response to BBB’s reply to my complaint: “In addition, please be advised that the photo of the loveseat from our website that the customer is comparing their furniture to is a computer generated image and is not a photo of a real loveseat. The padding and fabric in this image are not realistic as they would be in a real photo”. In my opinion this is a Bait and Switch.
We have already tried to work with the service department of the Santa Rosa, Calif. store and were not satisfied with what they said they had worked on. We were told that they could do nothing more about the wrinkles, bulges, hollow spots in the cushions or the pilling and wearing of the fabric. If the service department says that they couldn’t do anything else without a seamstress, I can’t see any reason they can do anything now.
At this time, I can’t see where I can get any satisfaction dealing with La-Z-Boy of Santa Rosa, Calif, or the main headquarters.
I want to thank The Better Business Bureau for the help and to drop my complaint.
Please publish this response.
Thank you,
******* ******
Initial Complaint
Date:11/07/2023
Type:Product Issues
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.
Drove two hours to Annapolis to try the specific chair I wanted as they had it on the floor. Custom ordered the chair July 10, 2023. My husband brought it home 8-9 weeks later. The foot rest does not function properly. It won't raise 90 degrees when upright, which is why I bought the chair. I was assured it could be serviced in my area when I bought it. Then informed by Comfort Care, their service center, that there are no technicians in my area, I must drive it back to Annapolis and a technician would look at it there. First they sent them to a store in PA. They finally called this week to tell me I can get my chair. When I asked if it is fixed, they said no, there is nothing wrong with it. Come get it. The store manager is clear it has nothing to do with them, they are just sales. The repair dept can only fix it if it is in my home and no, there is no technician in my area. The chair is still at the Annapolis store.
Business Response
Date: 11/12/2023
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
processed a check with the refund amount. The check will take 10-14 business days
to be received.

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: 11/13/2023

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.
I have spent hours trying to correct this issue since July. Interestingly, soon after I filed this complaint, I got a call from the store and they did a complete 180. I was stunned. I give you full credit. Thank you.

Sincerely,

**** *********
Initial Complaint
Date:11/07/2023
Type:Service or Repair Issues
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 repair was made on a La-Z-Boy recliner during the warranty period. The repair failed after about a month. Service man came out and inspected damaged area. Instead of acknowleding that his repair had failed and make a second repair, he accused me of causing the damage. And now that it was outside the warranty period, he wanted to charge for the repair.
I am saying that since the original repair failed, the second repair should be no cost since it was for a repair made during the warranty period. When I said I refused to pay for anything, the serviceman left without making any repairs leaving the recliner with the damaged area.
Business Response
Date: 11/10/2023
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 took delivery of their recliner on
10/25/22. The customer contacted our service department on 09/20/23 to report a
seam separation on the footrest of their recliner. A technician went out to the
customer’s home on 09/26/23 and sewed up the seam under warranty and completed
the repair.

The customer contacted the service
department again on 10/31/23, reporting that the seam had opened back up.
Repairs are warranted for 30 days. The customer was quoted the labor fee due to
being outside of the one-year warranty and being outside of the 30 day repair
window. The customer was scheduled for service on 11/06/23. The technician found
that the original seam did open back up and that there were new holes on the
unit in other locations as a result of in-home damage. The technician quoted
the cost for repairs. The customer refused to pay for service, and the ticket
was closed accordingly.

We kindly ask that this complaint
be closed as the customer has been offered service at a charge basis due to
being outside the manufacturer's warranty.

Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******
Customer Answer
Date: 11/10/2023

Complaint: ********

I am rejecting this response because: The original defect was within the 1 year warranty period. The repair by the technician failed so the technician needs to come out and repair the original repair at no cost since the original repair was within the warranty period. I am just asking for the repair to be made good.

Sincerely,

****** ****
Business Response
Date: 11/10/2023
Dear BBB,
We are sorry for any frustrations the customer has encountered through their service experience.

Our warranty repairs are warranted for 30 days. The technician quoted the customer for the cost following our warranty guidelines as the unit is now outside of our warranty timeframe and found the additional holes as a result of in-home damage. At this time, we kindly ask that this complaint be closed as the customer has been offered service at a charge basis following our manufacturer's warranty.
Kindest Regards,
La-Z-Boy Incorporated
***** *
E-Commerce Coordinator
CM ******
Customer Answer
Date: 11/10/2023

Complaint: ********

I am rejecting this response because: 30 days is not enough time to tell if a repair will hold up or not. The repair was poorly made and as a result,the tear reappeared. I am asking the original repair to be repaired because the original repair was poor quality. Instead of quickly stitching the tear together and stretching the fabric causing the hole, the technician should have replaced the entire footrest that had the damage. When it was time for me to pay for the repair, the technician stated that the footrest needed to be replaced. Why didn't he replace it in the first place. I am not asking for much, just to repair the faulty repair. I could be asking for my money back, or could be demanding a new chair, but I am being very generous in my request. With service like this, I can not recommend La-Z-Boy to anyone in the future. La-Z-Boy quality and service has dropped to a new low.

Sincerely,

****** ****
Initial Complaint
Date:11/06/2023
Type:Service or Repair Issues
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.
Ordered over 8,000 worth of furniture from Lazyboy in August 2022. Delivery was mid to late Jan 2023. We called within 2 weeks to report problems with the sofa. We called again in Feb because we never heard back, then March, then April, then May, then June, NO ONE WOULD give us the corporate office number to escalate and to find out why we never got call backs on BRAND NEW FURNITURE PROBLEMS. Finally in August, AUGUST!!! Someone came out to evaluate. It is now November and STILL NOTHUNG HAS BEEN DONE and no more calls to us to follow up. We reported this when the furniture was brand new!+!!+ We also paid an extra 500 for an extended warranty. WHAT GOOD IS ANY WARRANTY WHEN THEY DONT EVEN CALL CUSTOMERS BACK. THE SOFA has no support all the stuffing from the start is cheap and gives no support there are big dents simply from sitting in the cushions the back gives zero support you have to use 3 pillows to support your back on a new sofa. The MATERIAL IS PILLING!!!!! WHAT HAPPENED TO LAZY BOY QUALITY and service. I am extremely disgusted with this sofa and I WANT THEM TO COME get their trash and I WANT A FULL REFUND!!!! HOW DARE THEY!!! Did they sell Lazy Boy out to another country. I WANT MY MONEY BACK this sofa looks and functions like I've used it for years!!!! It was expensive and we paid it for the QUALITY OF LAZY BOY it is not even close to good quaility and we paid 500 EXTRA FOR AN EXTENDED WARRANTY. NO WARRANTY IS ANY GOOD IF THE COMPANY DIESNT EVEN RETURN PHONE CALLS OR FIX PROBLENS. NO SUPPORT it looks pilled and there's no cushion support. I don't care what they think about returns we called very quick after delivery and no one helped us. I WANT OUR HARD EARNED MONEY BACK!!!!!!!!!!!
Customer Answer
Date: 11/03/2023
We purchased the furniture directly from the LAZYBOY STORE in Murfreesboro Tenn. We went directly to the store to purchase it. Our salesmans name was ***.

Business Response
Date: 11/15/2023
Dear
BBB,

We
are sorry for any frustrations that this customer has encountered throughout
their service experience.

The
customer’s store of purchase 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. 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,
***** *.
E-Commerce
Coordinator
CM
# ******
Customer Answer
Date: 11/15/2023

Complaint: ********

I am rejecting this response because:
We have been contacting that store for 11 months now and you want us to continue with what DOES NOT WORK??? I haven't got that time to waste. I do not care if the store is independently owned or not. That is NOT the customers concern. It bares the name LAZYBOY and you allow it to use the name LAZYBOY because customers will then expect Lazyboy furniture, quality and service. I as the customer should be able to depend in the name. If you read my complaint we have tried for months dealing with the store. They do not make the furniture there. LAZYBOY MAKES THE FURNITURE and after 11 months and paying an EXTRA 500 00 and getting no service what so ever and then getting insulted with a ridiculous response like this I say again, come get your furniture. I WANT MY MONEY BACK!!! I will be reviewing LAZYBOY FURNITURE AS WELL. REFUND MY MONEY. What an awful response and what pitiful products and service!!!!!

Sincerely,

****** ******
Business Response
Date: 11/16/2023
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.
Please note
that all returns, exchanges, etc. must be done directly at your retail location
where you purchased the furniture as you are their customer and all your
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.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******
Customer Answer
Date: 11/20/2023

Complaint: ********

I am rejecting this response because:
I am DONE playing these back and forth games. We have had this furniture for 10 months and we gave been dealing with the store since it was delivered with NO HELP AT ALL!!!! BOTTOM LINE, WE purchased LAZYBOY FURNITURE from a LAZYBOY STORE. WE never signed a disclaimer that LAZYBOY did not have to stand by LAZYBOY furniture quality on furniture purchased DIRECTLY FROM A LAZYBOY STORE. IN 10 MONTHS no help d4om th8s store, a store that sells YOUR FURNITURE. PLUS we oaid an extra 500.00 for extended warranty. What good is an extended warranty when Lazyboy DOESNT EVEN RESPOND. This has been nothing but frustrating from the time the furniture was delivered. This has only taken this long because LAZYBOY made it take this long. We want nothing more or less than you to pick up this poor quality furniture and give us a FULL REFUND. WE PURCHASED THE LAZYBOY NAME BRAND from a LAZYBOY STORE and YOU RUN LAZYBOY. WE WANT YOU TO COME GET YOUR STUFF AND REFUND US OUR MONEY including the 500 00 for your "extended warranty" what a complete disservice you do to people that have counted on LAZYBOY for years. You are not a quality company with quality service anymore. Despicable!!! Do the RIGHT THING for people who trusted the Brand. REFUND OUR MONEY!!!

Sincerely,

****** ******

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La-Z-Boy Inc. is BBB Accredited.