Complaints

This profile includes complaints for La-Z-Boy Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  La-Z-Boy Inc.

  1 Lazboy Dr Monroe, MI 48162-5138

  
• 

  La-Z- Boy Furniture Galllery

  15 Starr Rd Danbury, CT 06810

• 

  La-Z- Boy Furniture Galllery

  233 Buckland Hills Dr Manchester, CT 06042

• 

  La-Z- Boy Furniture Galllery

  3050 Berlin Tpke Newington, CT 06111

• 

  La-Z-Boy

  2816 MacArthur Rd Whitehall, PA 18052

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:05/27/2025

  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.

  When my recliner broke, I went and bought one at your store in Eastgate on March 22. I am 88 years old and many nights I sleep in my recliner. On March 27, I found and told La-Z-Boy I was going to either cancel or at least delay the purchaof the chair because the chairI owned might be fixable. On 29 March, I called and canceled the purchase of the chair because my old cut chair was fixed. The man I talked to said I had to talk to ****** and ****** was not there. I called ****** on Monday and he said hehad to talk to someone else. I think the name was ***. I have heard nothing from anyone. You have the chair and you have $2100 my money. When I talked to ******, I tried to convince him it would be good business not to get a bad reputation and that he should giveme credit.

  

  Business Response

  Date: 05/29/2025

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their purchasing
  experience.
  
  We have forwarded
  the customer’s communication to the store of purchase for review. Once the
  review has been completed, the customer will be contacted.
  
  Kindest regards,
  Kindest regards,
  La-Z-Boy Incorporated,
  ********
  Executive Escalation
  Specialist
  CM # 896036
  

• Initial Complaint

  Date:05/23/2025

  Type:Customer Service 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 purchased a sectional from them and I realized that one of the pieces that I ordered were going to be too big to fit in my living room. I have taken delivery of the pieces that fit and I have refused delivery of the other item. I have spoken to the store and their customer care and they refuse to do a return on the item saying that it was custom. The item is upholstered in a common fabric. I was not made aware that my item was custom in any way I was told by the salesman and delivery people that I had 3 days to return. I have not even taken delivery of the item.

  

  Business Response

  Date: 05/27/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  We have forwarded the customers communication to the store of purchase for review. Once the review has been completed, the customer will be contacted.
  
  Kindest regards,
  Kindest regards,
  *********************,
  ******** 
  Executive Escalation Specialist
  CM #******
  

• Initial Complaint

  Date:05/13/2025

  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.

  I ORDERED A MACKENZIE CUSTOM FABRIC OTTOMAN ,MEASUREMENT 32"w x 24"d x19.5"h.I ORDERED THE MACKENZIE COUCH SAME CUSTOM FABRIC 9/5/2024.
  THE OTTOMAN HAS BEEN DELIVERED 3 TIMES AND I DIDN'T ACCEPT THE OTTOMAN BECAUSE IT WAS THE WRONG SIZE.THE OTTOMAN IS 17"TALL IT SHOULD BE 19.5" TALL.LAZBOY WANTS ME TO ACCEPT OTTOMAN SO THEY CAN SEND SOMEONE FROM THE WARRENTY DEPARTMENT TO CUT THE OTTOMAN ADD 2.5".IF I DON'T LIKE THE RESULTS AND SEND THE OTTOMAN BACK I WILL HAVE TO PAY A RESTOCKING FEE.I WANT THE OTTOMAN TO BE DELIVERED WITH CORRECT MEASUREMENT.NOW I PAYING 2,155.99 FOR A MACKENZIE COUCH AND CAN'T GET THE CORRECT OTTOMAN TO FIT THE COUCH. WHY WOULD THEY SELL ACCESSORIES THAT DON'T FIT THE COUCH.IF LAZYBOY CAN'T MAKE THE OTTOMAN TO FIT THE COUCH THEY SHOULD TAKE THE COUCH BACK AND I CAN TAKE MY BUSINESS TO ANOTHER STORE.AND IT WON'T BE LAZBOY.I ORDERED THE OTTOMAN 12/02/2024.SALES TICKET NUMBER 315-45920

  

  Business Response

  Date: 05/13/2025

  Dear BBB, 

  We regret any frustration the customer has experienced throughout their sales and delivery process.

  Upon reviewing the concerns raised, we found that the customer has been actively working with their local store toward a resolution. The store offered to reorder the ottoman; however, they also advised the customer that due to the handmade nature of the product, a variance of 1–2 inches falls within our manufacturer’s specifications. The customer declined this resolution, and as a result, the store offered a refund for the ottoman.
  

  Unfortunately, the store is unable to issue a refund for the sofa, as it was purchased last year and no defects have been identified.  

  We kindly ask that this complaint be closed as the customer needs to continue working with the store for a resolution. 

   

  Kindest regards,
  La-Z-Boy Incorporated,
  *****. 
  Executive Escalation
  Specialist
  CM #******

   

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: LA-Z-BOY IS STATING THAT DUE TO THE HANDMADE NATURE OF PRODUCT,A VARLANCE 1-2 INCHES FALLS WITHIN MANUFACTURE 'S SPECIFICATIONS.LA-Z-BOY TOLD ME THAT AFTER I PURCHASED THE OTTOMAN.WHEN I ORDERED THE OTTOMAN FROM STORE I WAS TOLD THE OTTOMAN WAS 19.5"T 32.0"W 24.0"D .THE MACKENZIE THEY ARE SENDING ME IS ONLY 17.0"T ,THAT DOESN'T FIT THE MACKENZIE COUCH. THAT'S WHY I FEFUSED DELIVERY. IF LA-Z-BOY FURNITURE IS HANDMADE  CUSTOM MADE THEY SHOULD BE ABLE TO MAKE OTTOMAN 19'5"T FROM MANUFACTURE'S.LA-Z-BOY WANTS ME TO ACCEPT THE DELIVERY SO THEY CAN SEND CUSTOMER CARE TO TEAR UP OTTOMAN TO ADD 2.5".IF I NOT SATISFIED WITH WORK AND SEND OTTOMAN BACK YOU HAVE TO PAY 30% RESTOCK FEE AND OTHER CHARGES.I WAS NOT AWARE OF THE VARLANCE 1-2 INCH CLAUSE.THAT IS NOT IN MY CONTRACT.ALL I WANT IS MY OTTOMAN WITH THE CORRECT MEASUREMENT'S.LA-Z-BOY HAS DELIVERED 3 TIMES EACH DELIVERY SAME MEASUREMENT'S 17.0"TALL. LA-Z-BOY SAID THEY REORDERED A NEW OTTOMAN.LAST DELIVEREY STIL 17.0" TALL.LA-Z-BOY MAKE CUSTOM FURNITURE SO I FELL THEY CAN MAKE A 19.5"TALL OTTOMAN.IF YOU CAN'T WHY ARE YOU STATING YOU MAKE SPECIAL ORDER FURNITURE
  
  
  
  Sincerely,
  
  
  
  ******** *******

  

  Business Response

  Date: 05/21/2025

  Dear BBB,

  We regret any frustration the customer has experienced during the sales and delivery process.

  After reviewing the matter with the store manager, we can confirm that the customer was offered a refund for the ottoman. Unfortunately, we are unable to reorder the item, as it may arrive with the same dimensions. Since the issue does not constitute a defect, a replacement would not resolve the concern.

  The customer is encouraged to continue working directly with the store to either accept the refund or proceed with scheduling the delivery of the ottoman. We respectfully request that this complaint be considered resolved and closed, as a resolution has been offered and we are currently awaiting the customer’s response.

   

  Kindest regards,
  La-Z-Boy Incorporated,
  *****. 
  Executive Escalation Specialist
  CM #******

  Customer Answer

  Date: 05/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:IT IS A DEFECT IN THE OTTOMAN IT SHOULD BE 19.5"H 32"W 24"D BUT LA-Z-BOY WANT ME TO ACCEPT A DEFECTIVE SPECIAL ORDER OTTOMAN THAT MEASURE 17"H MY SALES CONTRACT FOR THE MACKENZIE OTTOMAN 240435 C175773 FN 007 OTTOMAN SHOULD BE 19.5"H. I THOUGHT LA-Z-BOY SELLS NEW AND SPECIAL ORDER FURNITURE.NOT DEFECTIVE FURNITURE.CAN LA-Z-BOY CORRECT THEIR DEFECTIVE OTTOMAN. I BOUGHT THE MACKENZIE COUCH FOR 2,155.00 ON SALE NOW LA-Z-BOY SOLD ME THE MAZKENZIE OTTOMAN THAT DON'T FIT THE MAZKENZIE COUCH.THE COUCH AND OTTOMAN WAS ORDERED IN SPECIAL FABRIC.BUYER BEWARE:IF PRODUCT IS DEFECTIVE WHY IS LA-Z-BOY TAKING ORDER FOR FABRIC CUSTOM  FURNITURE AND IT TAKES 4 TO 6 WEEKS FOR DELIVERY AND MEASUREMENTS ARE NOT CORRECT.YOU HAVE ALL READY REORDERED.THAT ORDER WAS REFUSED ON 4/26/2025.SAME MEASUREMENTS OF THE  OTTOMAN WAS 17"H 2.5"TO SHORT.AS THE REFUND IS A INSULT LA-Z-BOY CHARGE ME FOR FURNITURE THAT'S NOT IN MY POSSESSION.THE OTTOMAN IS NOT IN MY HOUSE.LA-Z-BOY ALL I WANT IS MY OTTOMAN I ORDERED MADE THE CORRECT MEASUREMENTS OF 19.5"H 32"W 24"D.IF I TAKE A REFUND THAT MEANS LA-Z-BOY CAN SELL DEFECTIVE FURNITURE AS NEW FURNITURE.THE DEFECTIVE OTTOMAN HAS TO BE CORRECTED IN FACTORY WHERE THE FURNITURE IS MADE.
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:04/21/2025

  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.

  My husband and I purchased a couch from the Waldorf, MD Lazy Boy store. We paid over $3,000 for the couch which we waited for 6 weeks for delivery. Around 6 weeks after delivery the back left side of the couch broke. At that time I asked for a refund, which I was told Lazy Boy doesn’t refund due to the fact their furniture has a lifetime warranty! The couch was repaired. Less than six months after the first repair the same part broke again. Which was repaired with particle board. I reported the second broken part. Again asked for a refund was told no. The second part for the repair was ordered. Again the part is particleboard. We received the part,I called to schedule an appointment for the repair and at that time I was told we would have to pay for the labor which is $175 for the repair. At that time I was informed the labor isn’t lifetime. Also since the same part broke it must had been abuse on our part. We are in our seventies why would we want to abuse the couch.
  
  At this time we have not authorized the repair. I decided to reach the reviews of the repair and service concerning Lazy Boy and found many people have had the same problem we are having. Which to me appears another way for Lazy Boy to make more money on their substandard furniture.

  

  Business Response

  Date: 04/22/2025

  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 was scheduled for an in-home service appointment with
  one of our technician’s on 04/03/2025. the technician’s report has been received
  and reviewed, and in his report he stated the customer admitting pushing too hard on the back causing to break. As this is a not a manufacturer defect, but instead in home damage, customer is responsible for paying for the installation fee. We offered to cover the initial inspection and the parts at no cost to them. Last time we spoke with the customer, she advised that she will call us back to schedule the installation appointment. 
  
  We kindly ask that
  this complaint be closed as the customer is being serviced.  
  
  Kindest regards,
  La-Z-Boy Incorporated,
  *****
  Executive Escalation
  Specialist
  CM #893135

   

  Customer Answer

  Date: 04/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am rejecting this response because: I have attached 3 pictures to show the slump of the couch break and the piece of word that will use if/when I allow the repair. 
  
  I’m want a refund.  The piece that broke the first time was after 3 months of delivery.   It breaks again about 3 months later.  I showed the technician how I sit down on the seat.  I am very short in my legs I put my knee in the seat then put my hand on the back of the middle back.  None of those areas are broken.  If that is pushing on the back other laying my back on the back of the seat which it is for.  So I have no idea what the technician is talking about.  I do know the technician ******** was upset with me, because I repeated what he said, to me that the couch is a lemon.  He did say it was, but he told me he didn’t with a very angry expression.  If he got in trouble over it I’m sorry, but if one of their own employees say it is I rest my case.  This piece will never stay repaired.  Why should we have to live with a couch that costed us over $3,700.  I can show you many people that have had the same problem we are having and they received a refund.   In addition again I’m 74 years old and I do not abuse my furniture!
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:04/17/2025

  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.

  I purchased two special order ****** power recliners for $2,600 each from the **********, VA ******** on 6/1/2024. I also purchased a 5 yr service agreement at $398 for each chair. The salesperson assured me that the service agreement would be honored at my home 212 miles away in ********, **, stating they had technicians that could travel everywhere.After picking up the chairs, I noted that one of the chairs had a defective arm seam. ******** agreed to replace the arm, if I found a technician they would reimburse or if I took the chair back to the store of purchase for repair. I took the chair back to that store for repairs, but the repair technician arrived twice after the store was closed and the chair was subsequently not repaired so I asked instead for a replacement chair. ******** agreed and issued store credit to me with the agreement that I would return the defective chair when the replacement chair arrived. I ordered the replacement chair from the ********, ** store (98 miles from my home). I got a call from the Richmond store that I could pick up the replacement chair on April 4, 2025. On April 4th I brought the defective chair to the ******** store to make the exchange and when I arrived, I learned the replacement chair was mistakenly shipped to the wrong store. I came back to the Richmond store the next week to exchange again and found that the replacement chair was defective. The batting was bunched and bulging on one side and the leather was mottled and discolored.After 8 months, more than 40 communications with ********, ***** miles traveled to get the chair repaired or replaced, and numerous communication errors, defective materials and a misrepresented service agreement a repair or replacement is not feasible. I am requesting 1) the $398 protection plan be fully refunded, 2) reimbursement of $870.80 for travel (70 cents a mile for ***** miles) and 3) an $800 credit for the defective chair and the time spent attempting to resolve the issue.

  

  Business Response

  Date: 04/14/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  La-Z-Boy retailers are independently operated and are not linked to our corporate offices. Please note that financial transactions are handled directly at the customer's retail location where they purchased the furniture.
  
  We kindly ask that this complaint be closed as we, ***************************, do not have access to the independently owned and operated retailers' customer purchase records.The customer will need to continue to work with their store for a resolution.
  
  Kindest regards,
  La-******************,
  *****. 
  Executive Escalation Specialist
  CM #******

  

  Business Response

  Date: 04/22/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  Upon reviewing this customers concerns, we found that the customer has been in communication with their store of purchase and the store has approved a refund in the amount of $1060.00. A check will be mailed to the customer within 7-10 business days depending on ****
  We kindly ask that this complaint be closed as the customer has agreed upon a resolution through their store of purchase.
  
  Kindest regards,
  *********************,
  ********
  Executive Escalation Specialist
  CM #******

• Initial Complaint

  Date:04/03/2025

  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.

  ******** promised a partial refund with their Price Guarantee. They could not process it since the purchase was paid by *********. They promised to send a check instead, but it never arrived despite several phone and email reminders. The amount below, $400, is approximate.

  

  Business Response

  Date: 04/02/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  La-Z-Boy retailers are a operated separately from our corporate offices. Please note that financial transactions are handled directly at the customer's retail location where they purchased the furniture.

  We have contacted the store's management team and requested they follow up with the customer regarding the refund amount to her. The customer will receive an update. 

  We kindly ask that this complaint be closed

  Kindest regards,
  *********************,
  ******** 
  Executive Escalation Specialist
  CM #******

• Initial Complaint

  Date:04/03/2025

  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.

  Chair was purchased on 11/23/2023 for $2,226.69.Chair was delivered on 12/29/2023 Chair broke through no misuse in November of 2024 (within one year of receiving chair)Warranty claim filed on 12/06/2024 Service Tech inspected chair at our home on 12/17/2024 Called La Z Boy several times between 12/27/2024 and 01/17/2025, finally was advised that the it was a fitment issue and referred back to the store of purchase.Manager at store, Max, confirmed it was a warranty refund issue. Called the store and talked to Max 12+ times between 01/17/2025 and 03/14/2025. Each time, I was advised I should received the refund check any day.Max finally advised that chair must be picked-up in order to receive refund and that once chair was picked up it should only take a few days to receive check. Chair was picked-up by ******** on 03/20/2025. We have not received check. *** is no longer with the stor, and no store employees are able to provide an update on our refund check.

  

  Business Response

  Date: 04/04/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience. 
  
  Upon reviewing this customers 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. I contacted the store and their manager is on vacation but as soon as he is back, they are going to contact the customer to process the refund. 
  
  We kindly ask that this complaint be closed as the customer has agreed upon a resolution through their store of purchase.
  
  Kindest regards,
  *********************,
  *****. 
  Executive Escalation Specialist
  CM #******
  

• Initial Complaint

  Date:03/31/2025

  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.

  My attached complaint concerning ************* is necessary because their responses have not solved my problem.I seek to recover in full the $2,290.27 cost not a replacement of the defective recliner sold to me. It has broken on three separate occasions since I received delivery on 10 May 2024. Having only one repairman covering about 6600 square miles, plus the ****** metro area of approximately ******* residents, to administrate their warranty provisions, to date (29 March 2025) the recliner has accrued seventy-nine days of total down time. As a percentage of total ownership time, the chair has been non-functional for 79/324 days, or *****% of the time. Finally, their suggestion that I drive the recliner to ****** every time it needs repaired is unrealistic, as I do not own a pickup truck and the round trip is 150 miles. It is necessary that this company take responsibility for its defective product, useless warranty, and for not delivering the functional recliner it represented to me in their ******, AZ showroom.

  

  Business Response

  Date: 04/01/2025

  Dear BBB:
  We have reviewed the customer’s previous service tickets regarding their recliner. It is our understanding that the product was repaired during the service appointment on March 28, 2025, and was operating properly when the service was completed. The warranty provided by La-Z-Boy Incorporated is for the service and repair of
  the product and does not include refunds. Refunds fall under the original terms and conditions of the sale signed at the time of purchase. At this time, the unit has been repaired, and we consider this matter resolved. If the customer is experiencing further concerns, they may contact our Comfort Care team back to review this matter further. We provide service in the home, so it is not known who allegedly advised the customer, the unit would need to be taken to the Tucson location for service as we have reviewed the recent calls and our service notes which have no reference to this information. We have forwarded the customers’ concerns about the limited service in their area to our service team so this concern may be reviewed further. Thank you for advising us about the customer’s concerns. We would ask that the complaint be closed as there does not appear to currently be any further service concerns with the product and we have serviced the product in accordance with our warranty. Thank you.

  Customer Answer

  Date: 04/02/2025

  I am rejecting this response because: Thank you for approaching La-Z-Boy with my concerns.  I do not accept the flimsy response and
  attempt at misdirection of 1 April 2025 made by the business as any kind of
  attempt, serious or otherwise, to “resolve” this complaint.  In fact, the response is very revealing, but for
  now I will only address a few points for consideration:  It should have been clear from the data provided that I
  purchased either a poorly designed or poorly assembled recliner, or both.  It saddens me that such denial of
  responsibility has become the standard for this organization.  Apparently professional credibility and
  consumer protection is unimportant to them.  From the start, La-Z-Boy excluded information I could have
  used in deciding to make this purchase, i.e. that your warranty is only executable
  once per month or less, and that this model has frequent mechanical issues.  As far as other models are concerned, problems
  with your furniture and your commitment to professional standards abound, as
  borne out by the testimonies of thousands of people online.  You did not even have the decency to
  acknowledge the facts as presented, i.e. that your product and lack of commitment
  to exercising the so-called warranty has denied me of its use for 24% of the
  time I have owned it.  I would entertain
  the idea that there is no expensive product with such a poor service record
  like this recliner anywhere in your personal homes and garages. As a result of the hiding of critical information during the
  purchase process, the absolutely poor attention to customer service of which
  you deem me and many others worthy, and your exceptionally poor response, you
  have only strengthened my resolve to continue with my complaint.  La-Z-Boy’s continued attempt to make me and
  others believe that it is normal: to be denied the use of a product as much as
  I have without taking responsibility for its poor performance; to wait a month
  or more at a time to get their faulty product serviced; and to accept that the
  cycle of multiple breakdowns and lengthy waits for service is a realistic
  paradigm, is ludicrous.  If I had only
  known in advance, I could have avoided a great deal of angst. 

  I feel no obligation whatsoever that I just have to be
  receptive to La-Z-Boy force-feeding their aberrant view of reality down my
  throat.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:03/27/2025

  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.

  The double recliner is very uncomfortable and one side is in need of repair. All they want to do is send out a technician. It does not sit or quite work like the one in the store, which is understandable, but the left side of the sofa when they assembled it, just seems jammed in. The delivery man had trouble putting it together. I had no idea it came in pieces, and that side doesnt line up correctly with the other and the foot rest sticks out a bit farther and the back is uneven. It appears, that side is made too large. Maybe assembly was just incorrect. New furniture, should be without defects. They will only send out a technician and thats a bit of a wait. I just want a refund and them to take it back. They can fix it and resell it. Should be on them and not on me. I just think this is a defect thats always going to be a problem. Thank you.

  

  Business Response

  Date: 03/28/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  ******** offers a limited lifetime warranty on the parts of the frame, mechanism, and springs,against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric,leather, and standard foam padding have a one-year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. 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 this customer was scheduled for an in-home service appointment with one of our technicians on 03/25/2025. The technician added universal poly to the two seats and customer was satisfied with the repairs. These reparis brought the customers unit back to up manufacturing specifications. 
  
  We kindly ask that this complaint be closed as the customers repair has been completed.
  
  Kindest regards,
  *********************,
  *****. 
  Executive Escalation Specialist
  CM # 891218
  

  Customer Answer

  Date: 03/31/2025

   
  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:03/18/2025

  Type:Customer Service 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 3/5/25 in Liberty, Missouri. **** *****
  
  One of the first questions I asked was "What's the total price and how long is delivery?" **** immediately says, "If we have it in stock, 4-5 days." He also said, "if you purchase today, I will work on the price for you and make it even better." He put the two items in and the recliner in a matching color would take 3-4 weeks for delivery. We said that is too long and we will go with mismatched furniture to get it sooner.
  
  Seems like he is discounting but when reviewing the receipt, the discount is the advertised anniversary sale, not a discount for purchasing same day. The $100 price adjustments is him "paying half" of fabric protection. He then forgets to add a few things we wanted so when asked for them, he adds them in and does wave the fee. The accessories he added are low cost, high margin, deal sweeteners. We run credit to finance it. Then he says, "Now that it is paid for, we can schedule the delivery." Earliest delivery we could get was 3.5 weeks later. I could have ordered a matching chair and got there probably at same time!
  
  When we saw that, we said we needed it earlier, He said, "Well you are in an area that only delivers on Friday. Next available is 3.5 weeks. I will see if we can get you sooner." He then emails the delivery team and then tells us "you will probably hear back today if we can move things around. We usually can." I call Tuesday and he says "I haven't heard back, give me one hour." He calls the next day and says "Sorry I couldn't get ahold of them but their boss said no." He waited until the day AFTER the 3-day cancellation period lapsed. I can't cancel my order and go somewhere else than can deliver promptly. Not to mention, even if I was to cancel, I would have to pay the warranty fees for things I don't even own! Did he offer to fabric match the chair since it will be a delay? NOPE. Did he offer a discount for the issues? NOPE. Just "tough luck, I got the commission already so bye!"

  

  Business Response

  Date: 03/18/2025

  Hello BBB, 
  Thank you for forwarding the concerns the customer has written regarding their sales experience.  
  We have forwarded the customers’ concerns to the local store to have the Manager review this matter further and reach out to the customer directly to discuss this matter further.  
  Thank you for advising us of the concerns. 
  

  Regards, 

  ******

  
  

  

  Business Response

  Date: 03/18/2025

  Hello BBB, 
  Thank you for forwarding the concerns the customer has written regarding their sales experience.  
  We have forwarded the customers’ concerns to the local store to have the Manager review this matter further and reach out to the customer directly to discuss this matter further.  
  Thank you for advising us of the concerns. 
  

  Regards, 

  ******

  
  

  Customer Answer

  Date: 03/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  You are sending my concern “to the store manager” which is the person I am complaining about! So basically, nothing will be done about this?

  
  
  Sincerely,
  
  
  
  ***** ********

  Customer Answer

  Date: 03/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  You are sending my concern “to the store manager” which is the person I am complaining about! So basically, nothing will be done about this?

  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 03/21/2025

  Hello, 
  I understand your dissatisfaction with being delayed on receiving your purchase and with discussion with the store I was advised the items chosen were stock items and that you were advised typically stock merchandise can be delivered within 3-5 days if you are within their standard area of delivery; however, when the sale was written up it was discovered you live in an area that is only delivered to once a week on Fridays.  
  At the time of the purchase, It was advised Friday for that week was already booked and the order could not be added to the truck.  The store indicates they offered delivery the following week but that did not work with your schedule and the delivery had to be pushed back to the following week, hence the items requiring 3 weeks to be delivered.  The Manager advised the order was written on March 8th and that he had left a voicemail message for you on March 11th but he did not hear back from you after indicating the item(s) could not be added to the truck for the original week of purchase.
  The store has advised they cancelled your order and refunded your Synchrony financing.  They indicated Synchrony, the finance company would then close your account with them.  This matter has been resolved according to this information.   Thank you.   
  
  Regards, 

  ******

  

  Business Response

  Date: 03/21/2025

  Hello, 
  I understand your dissatisfaction with being delayed on receiving your purchase and with discussion with the store I was advised the items chosen were stock items and that you were advised typically stock merchandise can be delivered within 3-5 days if you are within their standard area of delivery; however, when the sale was written up it was discovered you live in an area that is only delivered to once a week on Fridays.  
  At the time of the purchase, It was advised Friday for that week was already booked and the order could not be added to the truck.  The store indicates they offered delivery the following week but that did not work with your schedule and the delivery had to be pushed back to the following week, hence the items requiring 3 weeks to be delivered.  The Manager advised the order was written on March 8th and that he had left a voicemail message for you on March 11th but he did not hear back from you after indicating the item(s) could not be added to the truck for the original week of purchase.
  The store has advised they cancelled your order and refunded your Synchrony financing.  They indicated Synchrony, the finance company would then close your account with them.  This matter has been resolved according to this information.   Thank you.   
  
  Regards, 

  ******

  Customer Answer

  Date: 03/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I did not authorize the refund or the closure of the account. This is not authorized or approved (especially because account is NOT in my name) so the delivery will still take place this Friday as scheduled.

  I still want my discount for buying same day that was promised!

  
  
  
  Sincerely,
  
  
  
  ***** ********

  Customer Answer

  Date: 03/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I did not authorize the refund or the closure of the account. This is not authorized or approved (especially because account is NOT in my name) so the delivery will still take place this Friday as scheduled.

  I still want my discount for buying same day that was promised!

  
  
  
  Sincerely,
  
  
  
  ***** ********