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 Galleries

  265 Glen Cove Rd Carle Place, NY 11514

• 

  La-Z-Boy Furniture Galleries

  3750 Route 42 Turnersville, NJ 08690

• 

  La-Z-Boy Furniture Galleries

  332 Route 4 East Paramus, NJ 07652

• 

  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:11/06/2023

  Type:Delivery 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.

  Bought furniture on Oct 22, 2023. Had to order loveseat, because they did not have one with matching fabric. Set up delivery for the sofa later in the week. Furniture was supposed to be delivered on Oct 27, 2023. Delivery called said sofa needed a bolt. Offered to take it back to warehouse for repair. We went into store on Oct 29, 2023 to find out when sofa would be delivered. Delivery set for November 2, 2023. Furniture not delivered. Called. Spoke to *****. Delivery set for Nov 6, 2023. On Nov 6, called to find out time. Told by **** that it was not on schedule. Next earliest delivery was Nov 11, 2023. We have plans. Next available date Nov 14, 2023. Tried to cancel. They said we can cancel sofa, but not the loveseat.

  

  Business Response

  Date: 11/09/2023

  Dear
  BBB, 
  
  We are sorry for any frustrations that this customer has
  encountered throughout their purchasing experience. 
  
  We see that the customer is scheduled for delivery of their
  loveseat on November 14th. Following the store’s terms and
  conditions they were given the option to cancel the loveseat with a 15%
  restocking fee or reschedule delivery with a refund of the delivery fee. This was
  discounted as the standard restocking fee is 30%. 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 the customer
  is scheduled for delivery and the store of purchase offered different option to
  the customer.
  
  Kindest regards, 
  La-Z-Boy
  Incorporated, 
  ***** *.
  E-Commerce
  Coordinator 
  CM# ******

  Customer Answer

  Date: 11/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am happy to hear my sofa is still set for delivery on Tuesday. We will have to see if it actually shows up this time. The only reason we did not cancel and pay the 15% restocking fee, is because the loveseat is set to be delivered after the first of the year and they would not allow us to cancel that. So their only options were to cancel the sofa, pay the fee and receive a loveseat in a couple of months that would not match any replacement we bought or wait yet another week for a " possible " delivery of the sofa. Their policy is you can only cancel a order within 3 days.  We had no idea that 3 weeks later, we would still be waiting for the sofa. We got rid of our old furniture the day before the first delivery was scheduled.  So we have been sitting in lawn chairs for 3 weeks now. If our sofa arrives on Tuesday and the loveseat is delivered as scheduled,  then I will be fine.  At this moment,  we are still doubtful that the sofa will arrive as scheduled.  The last 3 scheduled dates, have come and gone.  We would have kept looking or made other arrangements if we had been aware that getting furniture from La-Z-Boy was so difficult. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 11/10/2023

  Dear BBB,
  
  Thank you for alerting us to this
  customer’s reply.
  
  If the customer’s concerns persist
  after their scheduled delivery 11/14/23 we will review their ticket further.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ******

  Customer Answer

  Date: 11/14/2023

  
  
  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.

  
  
  Our sofa was delivered this morning.  Thank you. Hopefully we will not have an issue with rhe loveseat. 

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

• Initial Complaint

  Date:11/06/2023

  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.

  In April 2022 we purchased a sofa and loveseat from Lazboy. Delivered 6/18/22 with defects. A service call couldnt be scheduled until 9/22. The technician determined the middle seat needed to be replaced on the sofa. Despite repeated emails I never heard back and couldnt get through to customer care by phone. In January I found out that the leather for our items had been discontinued and we had to reorder new pieces. May 2023 - items delivered damaged. July 2023 - only one item was delivered. The delivery team said we shouldve been contacted because the replacement piece had come damaged. 10/26/23 - 3rd attempt and I had to reject the furniture again due to a defect in the leather as well as a seat that does not appear to be secured properly. Throughout this, when I contact the ****** store I never receive a call back from the manager in a timely manner - hes gone weeks without calling me back. I have to sit on hold and wait and then he has no answers and says h*** call me back. After the latest incident I contacted the service manager who works out of both stores and she replied quite unprofessionally and told me that the issue with the seat (loose and gaps between the seats) is normal and the couch just needs to be sat on. I have included two photos - one that shows the defect in the leather (appears to be some type of adhesive) as well as the loose seat that is out of line with the other two seats. I also requested a call back from the Lazboy regional manager on 10/26 and still have not received a call back. Overall the customer service from ********************** has been horrendous. It should not take 4 delivery attempts (and counting!) to receive furniture that is put together properly and not damaged, especially for the price tag of $8,000.

  

  Business Response

  Date: 11/07/2023

  Dear BBB, 
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience. 
  
  The customers store of purchase is independently owned and operated. La-Z-Boy Incorporated does not have access to the service departments customer records. We have contacted the service department and requested that they contact the customer to assist with their concerns. The customer may also contact the service department directly at ************. 
  
  We kindly ask that this complaint be closed as the customer will need to continue to work through their store and service department. 
  
  Kindest Regards, 
  La-Z-Boy Incorporated, 
  ***************************
  E-Commerce Coordinator  
  CM # ******

• 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.

  Mom has LAZY BOY LIFT CHAIR, broke July 2023. Paid for evaluation $171.80 and ******, Evaluator, said it could be repaired. Ordered parts and paid for labor for repair. Still making clicking and loud noises in recline position. Frame was ordered and replaced. The repairman said it is not working properly, still making noises and to order new mechanism. My mom, 90 year old handicapped, has not been able to sit or sleep in the Lift chair since July. I spoke with Lazy Boy again today and told them this has to be resolved. Want a replacement chair, I am speechless at this as we have been buying only Lazy Boy chairs for 50 years.

  

  Business Response

  Date: 11/09/2023

  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 and is scheduled for an
  in-home service appointment with one of our technicians tomorrow 11/10/23. Once
  the technician’s report has been received and reviewed, the customer will be
  contacted with an update. We are confident that our La-Z-Boy certified
  technician will be able to repair this customer’s unit and bring it up to
  manufacturing specifications.
  
  We kindly ask that this complaint be
  closed as the customer is being serviced under the manufacturer's warranty.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ******

  Customer Answer

  Date: 11/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: If this does NOT correct the problem; which the service technician said he was very unsure about this correcting the problem; this has to be addressed FRIDAY,  11/10/2023.
  
  
  
  Sincerely,
  
  
  
  ****** ******* *******

  

  Business Response

  Date: 11/09/2023

  Dear BBB,
  
  Thank you for alerting us to this
  customer’s reply.
  
  If the customer’s issues persist
  after their scheduled service visit 11/10/23 we will review their ticket
  further.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ******

• 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.

  I purchased furniture from Lazy Boy in June 2022. One piece was a manual reclining loveseat. I notified the company online about a spring that was found on the floor and I could not locate exactly where the spring was to be attached. It controls the footrest staying closed when not in use. I described the spring in detail by size. I did not send a picture. I was charged $220 for a repairman to come to my house to replace the spring which he had with him. He knew exactly what spring I was referring to. He did not need a picture. He said the original spring was broken. I could not see where. He also added a zip tie to the pin before placing the new spring so it would not be too loose and come off again. I was charged $195 for the service call and $25 shipping for the spring (parts have a lifetime warranty but not the shipping of the parts). I called and spoke with customer service to no avail. I think it could have been more professional for Lazy Boy to have replied where exactly the spring was to be attached and I could have saved the $220. I stated that I am not a happy customer and understood that it did not matter to them.

  

  Business Response

  Date: 11/14/2023

  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 more information on the
  repair. The customer did reach out to them regarding an issue with her loveseat
  on 9/27/2023 and submitted a request for service. This was 19 days outside of
  the free in-home inspection. Per our terms and conditions, service visits
  outside of one year from the date of delivery will be charged an in-home visit fee
  of $195 with an additional $25 parts handling fee for parts covered under the warranty.
  The technician may have had the parts on hand, but the service department is
  responsible for order replacement parts to replenish their stock, so the handling
  fee is applied.
  
  We
  kindly ask that this complaint be closed as the customer’s unit was repaired
  per the customer’s request is up to manufacturing specification.
  
  Kindest Regards, 
  La-Z-Boy
  Incorporated, 
  ***** *.
  E-Commerce
  Coordinator  
  CM
  # ******

  Customer Answer

  Date: 11/15/2023

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

• Initial Complaint

  Date:10/25/2023

  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.

  2 Chairs were purchased in 2020 and delivered in March of 2021 special order. We have had multiple issues including the replacement of the arms and bases. However, the lingering issue is that the chairs have a very, very loud squeaking & rubbing noise when you sit, move or get up from the chair . You cannot relax. This is clearly not normal as we have had multiple lazy boy chairs in the past, sitting in the same area of the room for 24 years. Lazyboy sends a service tech who finally reports that this sound is normal & that it because of no humidity is in our air. How would a furniture technician know if I have a humidifier or not he is not HVAC certified. I do have a humidifier on my furnace. I also cannot let wood chips lay on the floor since I have a dog. This is absolutely the most ludicrous response to my issue. I have emailed the store and went as far as the escalation team and CEO and I might add that they believe a technician who clearly hates his job over my concerns which are legitimate. At one point a technician came tried to tighten the screws & told us he had no idea. This has gone on far to long and I just would like to finally relax in quiet. Lastly, we do not have children, we have a small 8 pound dog and no one is overweight so I dont need to hear any additional excuses from lazy boy. This has been a very upsetting situation.

  

  Business Response

  Date: 10/26/2023

  Dear
  BBB,
  
  We
  are sorry for any frustrations that this customer has encountered throughout
  their service experience.
  
  La-Z-Boy
  offers a limited lifetime warranty on the parts of the frame, mechanism, and
  springs, against manufacturing defects, for as long as the original purchaser
  owns the product and can supply their dated receipt as proof of purchase.
  Fabric, leather, and standard foam padding have a one-year warranty, against
  manufacturing defects, from the date of delivery of the furniture into the
  customer's home. Labor to repair or replace any defective parts is covered for
  one year from the date of delivery of the furniture. The following is a link to
  our full manufacturer’s warranty: ************************************************************.
  
  Upon
  reviewing this customer’s concerns, we found that this customer has been
  scheduled for multiple service appointments. The customer’s furniture to be
  built up to manufacturing specifications; from a repair standpoint, there is
  nothing we can do to resolve the customer’s concerns. There are no manufacturing
  or material defects on the customer's furniture.
  
  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: 10/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  La Z Boy, Inc., has failed to follow through with what they represent. The service person could not possibly think that humidity or no humidity is an issue which tells me that the chairs are defective.  I would like another service person sent to review the situation.  This is not normal for a chair(s) and that lack of concern to repair etc. is absolutely unacceptable. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 10/30/2023

  Dear BBB,
  
  Thank you for alerting us to this
  customer’s reply.
  
  Since it has been several months
  since our service department has last spoken with the customer, a new service
  ticket will need to be opened. If the customer wishes to open a new ticket,
  they may contact our service department at ************. The office is open
  from 9-6pm EST Monay – Friday.
  
  We kindly ask that this complaint
  be closed as the customer may contact the service department to open a new
  claim.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ******
  

  Customer Answer

  Date: 11/08/2023

  
  
  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:10/23/2023

  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.

  This company offers lifetime warranty. When I contact them for service, they immediately require payment for any parts or labor that may occur when they show up to do a repair. There is only one year warranty on labor and parts according to representative I spoke to. The sales person lied about the warranty information.

  

  Business Response

  Date: 10/21/2023

  It appears Mr ******* purchased from a different location out of state:

  La Z Boy Store #***

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

  ************, ** *****

   

  Since this was purchased in a different store, I do not have any information regarding this claim.   And I am unable to assist with getting this resolved.  Please reach out to the above listed store for assistance. Thank you

  

  Business Response

  Date: 10/23/2023

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their purchasing
  experience.
  
  Upon reviewing this
  customer’s concern, I reached out to the customer regarding the dealer not being clear when explaining our warranty. I created a service ticket for the customer and offered to provide 1 hour of labor at no charge to the customer while also providing the guidelines of our warranty for future service. I have included in this service ticket the approval for 1 hour of labor at no charge, due to the misunderstanding.
  
  We kindly ask that
  this complaint be closed as the customer has been offered 1 hour of labor at no charge, and most repairs are completed in less than 1 hour.  
  
  Kindest regards,
  La-Z-Boy Incorporated,
  

  ***** *********** 
  E-Commerce Coordinator
  CM #******

• Initial Complaint

  Date:10/16/2023

  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.

  Lazy boy. The new double recliner, haven’t had it for a yr. They been here 4 times. The leather on the head rest coming a part. Still waiting on the leather, so they can fix it. They don’t know when it will be in. I asked them to replace that part and they said no, I just have to wait. Almost a yr now. And still waiting.

  

  Business Response

  Date: 10/16/2023

  Dear BBB, 
  
  We are sorry for any frustrations that this
  customer has encountered throughout their service experience. Upon further review we have reached out to our
  service department to get an update with their parts on order. The leather is
  on backorder with an estimated time of arrival to our service center in mid-November.
  We apologize for the delay but as we are actively working on resolving the
  customer’s concerns, we respectfully request this case be closed.
  
  Kindest regards,  
  La-Z-Boy Incorporated
  ***** ********
  E-Commerce Coordinator 
  CM ******

• Initial Complaint

  Date:10/16/2023

  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 purchased a sectional on or around the end of August 2022. The second week in September 2023, my son was leaning over the back to hug my wife and the top part of one of the pieces broke. After further investigating, it was discovered the board used on the top had a knot the entire width of the board and that is where it broke. The frame is lifetime warranty and after the first year you have to pay labor, but due to this defect and being ************* of the 1 year warranty I called the store in *****, ** to see if they would provide ***** on this repair. I was quoted $175 / hour to fix it. I only paid $600 for this particular piece. They referred me to the customer service for their store. **************** told me there was nothing they could do and to call corporate. Corporate told me the store could waive the fee and they could not do anything. I called back to the store and customer service and they told me corporate had to waive the fee. I opened a case with ******** and they closed it telling me they could not do anything. This company is not what it is known for anymore using defective material and needs to be looked into. We even paid for an extended warranty and we were told it would cover anything, but this is clearly not the case. Case *******.

  

  Business Response

  Date: 10/16/2023

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  The customers store of purchase, ******** Furniture Galleries, *****, **, is independently owned and operated.******** Incorporated does not have access to the service departments customer records. We were able to locate a currently open case, ******, and see that the store has been in contact with the customer and working towards a resolution of the customers concern.
  
  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,
  ******** Incorporated,

  
  ***************************;
  E-Commerce Coordinator 

  CM #******

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20736981
  
  I am rejecting this response because I have been in correspondence with the customer service department for that independent store.  

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

  *************************
  **************** A-L
  La-Z-Boy Furniture Galleries
  ************ ex. 2309

  I have sent her all of the same files / receipts / pictures as was sent in the original request.  **************** tells me that they cannot waive any fees due to a defect in workmanship, and to call corporate.  I have called corporate and they tell me it's an independent store and they cannot waive any fees.  This is why I am at an impass.  I have spoken with someone today that is trying to reach out to the customer service department on my behalf but was given the same explanation so I do not expect much.

  My concern is due to the defect nature of the piece of plywood used in the main structure of the frame and are asking for ***** in waiving the labor fees to fix this based on this fact being a mere days out of the 1 - year warranty.
  

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

  

  Business Response

  Date: 10/17/2023

  Dear BBB,
  
  Thank you for alerting us to this customers reply.
  
  We have forwarded the customers 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,
  ******* R
  E-Commerce Coordinator
  CM # 812767

  Customer Answer

  Date: 10/17/2023

   
  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:10/16/2023

  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 7/14/22 I purchased a couch and love seat from La-Z Boy for a delivery date of 12/3/22 which was delayed by La-Z Boy to 12/13/22. After about 2-3 months the seat cushions sunk. I spoke to my sales rep. She ordered a replacement and had it installed. That cushion sank after a month or two. The seat cushion has been replaced 3 times. The last time replacements were sent they came out to install them and both cushions were defective. Glue on one seat and the other seat was missing the "apron" behind the leg cushion. I called the store and spoke with the sales rep/manager on 10/11/23 and told her I just want them to come pick up both pieces and refund my money. She had to call their regional dept. 10/12/23 I called to follow up with the store. I was told they would not know anything until 10/16/23. At 12:45pm on 10/13/23 I got a call from the regional dept. She told me they were "absolutely" not refunding my money. The bottom of the contract in small print stated no refunds. I purchased these 2 pieces of furniture with the good faith that they would be worth the $7,440.69 I paid for them. After almost 1 year I have done everything possible.

  

  Business Response

  Date: 10/16/2023

  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 they have 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 #******

• Initial Complaint

  Date:10/12/2023

  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 a Lazy Boy couch and have a problem with the left side. It has not been resolved since July 2023 and I have had to take off work and different people come in and out and state it is something else wrong then something else wrong. People have come out between 4-5 times including not showing for example because their car broke down.
  With the amount of time and energy, I would like a replacement couch and the warrantee to be started all over for it as this couch is a lemon.
  IF I can, I would like a refund to not get another Lazy Boy couch as I do not trust the product. I paid around $6,000 for it. I have the receipt at my home.

  

  Business Response

  Date: 10/12/2023

  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 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 #******