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

  227 Federal Rd Unit 7 Brookfield, CT 06804

• 

  La-Z- Boy Furniture Galllery

  233 Buckland Hills Dr Manchester, CT 06042

• 

  La-Z- Boy Furniture Galllery

  721 Long Hill Rd Groton, CT 06340

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:10/09/2023

  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.

  I called Lazyboy furniture to ask about getting repair done to a recliner. I told them I received it as a gift in the 90s, so it is over 20 years old. I thought it was the ratching mechanism but wasn't sure. I arranged a date for a technician to come out to see what the issue was and what part might be needed. I mentioned I didn't expect it to be under warranty anymore and I had no purchase invoice. I paid the upfront fee for the service, of $176.16. The technician came on September 29, **************************************************** but I had not been told a part was coming and I do not accept mail at my physical address. He could do nothing with my chair repair but did put in for a replacement of the ratching mechanism. He also looked at another Lazy Boy chair that had an issue but nothing was able to be fixed on it. I called Lazyboy on 10/9/23 to make sure the new part was coming to my mailing address and I was told that no part was available. I was informed that the chair was too old and also that I needed a proof of purchase. I asked for my money back for the service since I would not have had a technician come out if the part was not ever going to be available. I am so disappointed with a company that I have used for years. I have two LB recliners and a loveseat in my home. It's an expensive ****** for a 74 year old to learn. I guess we're never too old to learn.

  

  Business Response

  Date: 10/11/2023

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

  As all ******** Warranties are to the original owner and non-transferable, the customer would be required to pay the non-refundable service fee to have a technician visit the home to determine the problem and parts required. Additional charges would apply for parts, additional labor and parts shipping. 

  ******** 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. Electrical components are covered for 3 years, and labor to repair or replace any defective parts is also covered for one year from the date of delivery of the furniture.
  
  We kindly ask that this complaint be closed as ******** is complying with our terms of service.

  Kindest regards,
  ******** Incorporated,

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

• Initial Complaint

  Date:10/04/2023

  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.

  June 4, 2023 we ordered 2 leather loveseat manual recliners at the **** ********* We financed to get 36 months of equal payments and no interest, and we put down a $1,350 deposit. The total amount was $4,498.89. Sales Ticket 298-63888. The contract states that for leather custom orders, allow approximately ***** weeks however, we were told it would not take that long. **** sent me a text on June 30, 2023 stating that all of our pieces are in production and are expected to ship around 7/23/23. I sent a text to **** on July 19, 2023 asking for an update. She replied that one of the pieces was at the distribution center, the other 3 are still in production and the ship date was now 8/13/23. Aug 9, 2023 I contacted **** again via text, she replied that the pieces had been "pushed back" to 9/3/23. I asked why they were pushed back. She stated the manufacturing plant closed for a week for summer break, other than that, no reason(s) for the delay. I called the store in **** 10/2/23, spoke to Cord, he said the estimated delivery date is now on or around 10/22/23. I explained my unsatisfactory experience and concern that we are over 17 weeks, and he was debating me on the timeline, saying it had only been 12 weeks. I asked what we needed to do to just get a refund of our deposit. He was going to have the manager (*****?) call me. On 10/3/23 I received a text from ***** stating that we cannot cancel because, it was a special order, (which seems to be ********** MO). He stated in his text that his updates say "it" will be shipped on or around 10/22/23. Odd, since we're expecting 4 pieces total. One piece is supposed to be at their distribution center already, which is also curious if they are made after the order. We would like our deposit back, we'll look for furniture somewhere else. Trying to work with this company has been a very unpleasant experience.

  

  Business Response

  Date: 10/04/2023

  Dear BBB, 

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

  We are working diligently to make each order with quality and care. The customers order has been delayed due to the availability of leather and currently is expected to ship 10/23/23. We expect to be able to schedule the customers order for delivery towards the end of this month, October. As soon as we see that the customers furniture has arrived in the local distribution center, we will be in touch with the customer to schedule delivery.

  Kindest regards,
  La-Z-Boy Incorporated,

   

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

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20693892
  
  I am rejecting this response because: We have been told 4 probable dates that the furniture will be ready to deliver to us. We have been told 7/23, 8/13, 9/3 and now around 10/23 2023. La-Z-Boy now says they anticipate delivery to their distribution center around 10/23/23 and delivery near the end of October 2023. We are uncomfortable closing the case until all 4 pieces are delivered to our satisfaction.

  
  Sincerely,
  
  ******* And *****************

  

  Business Response

  Date: 10/11/2023

  Dear BBB,

  
  Thank you for alerting us to this customers reply.

  
  If the customers order issues persist after their scheduled shipment on 10/23/23, we will review their ticket further.

  
  Kindest regards,
  La-Z-Boy Incorporated,

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

• Initial Complaint

  Date:10/04/2023

  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.

  2/1/22 we bought $4700 power recliner sofa . 9/23/22 delivery.I emailed them on the same day to say that we didnt get any original bill of sale, warranty or cleaning instructions when they delivered.I received a copy of an invoice unsigned. 1) I want a copy showing proof I signed the receipt, or invoice. Mine is blank.Early 2023 I noticed 2 key items:A. cushions were becoming malformed or misshapen. They were forming into a V shape on the edge of the seat towards the center piece instead of the rounded cushion when delivered. Technician came & immediately said it was not normal, and he would be ordering both left and right piece of the sofa to be replaced. 9/25 I got a nasty email from ************ that said we received the technicians report w *********** can confirm compression along the end seats, piling on the fabric and the seat padding shifting. Our warranty on the padding and fabric covers manufacturing and material defects only. Neither piling or compression are considered defects as these are normal characteristics of these materialsHow convenient of them to say normal characteristics since when does a round cushion, become a pointed V shape which stands out from the rest of your sofa that is rounded.B. Excessive piling. The warranty covers nap loss but I was told to use a sweater ****** on it. But using that means that I am removing layers of fabric continually which I dont think I should have to do in the first 12 months on a $4700 sofa. According to the 1 year warranty, fabric is covered for nap loss.I dont know if it is best to just take this to small claims court & see what a judge thinks. Certainly at one year I dont expect the attitude I received about the claim and the foam wearing in a way that that would change the shape of your cushions. And how can you include piling in your warranty but tell me to use a sweater ******.

  

  Business Response

  Date: 10/04/2023

  Dear BBB,

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

  The customers concern with pilling can be explained below and is not covered under warranty. In addition, the customer is beyond the 1 year warranty for fabric that is outlined on the sales invoice. 

  "Pilling is a characteristic of many upholstered fabrics that is the result of excess fibers being released.  This release of excess fiber results in small ***** or pills of fiber forming on the surface of the cover.  Fabric pilling is more likely to occur in areas that experience friction (such as the arms and seat).  This condition is not warranted by the fabric ***** because it is not seen to be a defect.  The pilling that some fabrics which are used for  products experience is similar to the fuzzing experienced with new carpet, or the pilling of a new sweater.
  
  As with carpets and sweaters, the pilling will persist until all of the excess fibers have been released.  The best treatment while this is happening is simply to shavethe cover with a battery operated furniture or sweater ****** to remove the pillsand restore the look of the cover surface.  This may need to be done three to four times, until the pilling on the surface will begin to diminish, and ultimately stop.  Periodic vacuuming of your upholstered furniture is also recommended.
  
  Please note that pilling may also occur on fabric from external sources such as hair, pet fur,clothing fibers, blankets, etc.  If pilling occurs from an external source the pills may be a different color than the cover itself and  you may have to continue to shave the fabric. 
  
  Pilling is not a manufacturers defect and shaving of the material is recommended to restore the look of the fabric.  This will not affect the wear ability or durability of the fabric.  Proper maintenance of the fabric is recommended.
  
  Please click on the link below to watch a short video about pilling and show you how to remove it.
  
  **************************************************************************** "

  We kindly ask that this complaint be closed as we will not be offering any further accommodations and ******** is abiding by the terms of sale.
  
  Kindest regards,
  ******** Incorporated,

   

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

• Initial Complaint

  Date:10/02/2023

  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.

  I purchased a very expensive sectional couch that arrived very shoddily put together with: rickety recliners that rock and make noise when you sit in them, stitching very off in several very noticeable spots, and parts not cleanly aligning together. I called La-Z-Boy customer after delivery and was assured that a third party, Furniture Solutions, would come repair the couch. They never came or called. When I called La-Z-Boy back about this, they told me they had no record of my previously calling and said I would be charged a $75 "inspection" fee because it was by that point more than 90 days since delivery. The agent, *******, told me I had "no proof" I had previously called, essentially accusing me of lying. I told her I had notes of the date and time of my previous call, and that I was told "Furniture Solutions" would be repairing the couch. She disregarded this evidence that I had indeed previously called, refused to let me speak to a supervisor, and was very unhelpful.

  

  Business Response

  Date: 10/04/2023

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their service
  experience.
  
  We are unable to
  locate the customer’s sales information in our system using the contact
  information that the customer had provided. We have contacted the customer to
  request more information regarding their purchase. Once we have a response from
  the customer, we will be able to assist further.

  
  Kindest regards,
  La-Z-Boy Incorporated,

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

  Customer Answer

  Date: 10/09/2023

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

  BBB only gives me 2 options to respond:  either I “accept” the response indicating that I am “satisfied,” or I “reject” it.  La-Z-Boy responded by asking me to fill out a form with very detailed contact info and other detailed information (like couch serial #, etc.) claiming they could not find my order.  They should have been able to easily find my order based on my name and location; I am very doubtful they ever actually attempted to find my order.  Their response clearly seems like an immediate generic form response intended to delay and put the burden on me to look up a bunch of info.  But I did reach out to La-Z-Boy again and they set a date for over a month in the future for a technician to look at the couch.  They previously scheduled an appointment and nobody arrived.  So I can’t be “satisfied” until I see someone actually shows up and fixes the couch.  

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

  

  Business Response

  Date: 10/11/2023

  Dear BBB,

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

  If the
  customer’s issues persist after their scheduled service visit, we will review
  their ticket further.

  Kindest
  regards,
  La-Z-Boy
  Incorporated,
  

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

  Customer Answer

  Date: 10/20/2023

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

  The issue has not been resolved.  The couch had defects when it arrived.  A La-Z-Boy customer service rep told me Furniture Solutions would come to look at it and fix it.  Nobody came on the scheduled date.  When I called La-Z-Boy back, a different customer service rep said there was no record of my previous call and that I had “no proof” I had previously called, and so I would have to pay for it to be fixed because by that point it was 90 days past delivery.  I then filed a BBB complaint.  In response, La-Z-Boy claimed they had no record of me being a customer and instructed me to a fill out a detailed form.  I instead called the La-Z-Boy location where I bought the couch, and the manager arranged for someone from Furniture Solutions to come look at the couch a month and half in the future.  Given my past experience, I don’t know if this person will actually arrive or not on the schedule date, or if so, if they will actually fix it.  I therefore remain unsatisfied.  

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

• Initial Complaint

  Date:10/02/2023

  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.

  ter ordered a power recliner and matching sofa and 2 battery power packs. Order was paid in full at time of order $5789.33. Upon delivery, the recliner was not operable and delivery personnel took it back. The sofa was NOT what I had ordered. Delivery said they could not take the sofa back and I would have to work that out with the store. Several conversations later, the sales person admitted to ordering the wrong sofa and said I would have to wait 6 to 8 weeks to receive said sofa. Salesperson knew that I could not do that, because we are moving out of state and La-Z-Boy refused to deliver to one of their retailers of of state, which is kind of stupid since it would be being shipped from the factory itself. They have agreed to refund my money, but are now saying that I have to pay a $200 delivery fee for a broken recliner and a sofa that I did not order. The sales person also told me that the furniture we be sprayed with furniture guard which also never happened - not did we get the advertised furniture care kits.

  

  Business Response

  Date: 10/04/2023

  Dear
  BBB,
  
  We
  are sorry for any frustrations that this customer has encountered throughout
  their purchasing experience.
  
  Please
  note that financial transactions are handled directly at the customer's retail
  location where they purchased the furniture. We have forwarded the customer’s
  communication to their store of purchase and requested that the store contact
  the customer to assist with their concerns.
  
  We
  kindly ask that this complaint be closed as the customer will need to continue
  to work with their store for a resolution.
  
  Kindest
  regards,
  La-Z-Boy
  Incorporated,
  ******* *
  E-Commerce
  Coordinator
  CM
  ******

  Customer Answer

  Date: 10/11/2023

  
  
  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.
  
  
  
  The business and I have taken steps to resolve this conflictnn

   

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

• Initial Complaint

  Date:10/02/2023

  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.

  We purchased a La Z Boy recliner on 5/14/2022. After only 13 months it failed in June 2023 and will not respond to any settings. We purchased an optional Power Care Plan for $260 at the time of purchase. We reported the problem to LaZ Boy and ServeCo, the company that covers their warranties. ServeCo mailed repair parts from LaZBoy to us. After waiting for about 2 months, ServeCo's subcontractor came to the house to repair the chair but ServeCo had sent the wrong parts. I contacted LaZBoy and ServeCo again. Once again the wrong parts were mailed so the subcontractor could not repair the chair. LaZBoy will not replace the chair. We are waiting for the third set of repair parts to be mailed. When we receive the parts, the subcontracting technician will be called for a third visit. Our recliner has been broken for 4 months. We have waited long enough for it to be repaired and would appreciate your assistance in resolving the matter.

  

  Business Response

  Date: 10/02/2023

  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. Electrical components are covered for 3 years, and labor to
  repair or replace any defective parts is also covered for one year from the
  date of delivery of the furniture.
  
  At the time of sale,
  select La-Z-Boy retailers offer additional protection plans through various
  third-party companies, who offer coverage on an assortment of concerns that
  fall outside of the manufacturer's warranty. Upon reviewing this customer’s
  concerns, we found that the customer purchase a protection plan through a
  company called ServeCo.
  

  We, La-Z-Boy, does not
  have access to the third-party warranty company’s customer records. The
  customer will need to continue to work through ServeCo for an update on their
  claim.
  
  We kindly ask that
  this complaint be closed as the customer will need to continue to work through
  their third party warranty. 
  
  Kindest regards,
  La-Z-Boy Incorporated,

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

• Initial Complaint

  Date:10/02/2023

  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.

  We received our sectional sofa in May, 2022. Started a claim in May of 23 a few days before the one year warranty was up. LZB Case ******#********. Received an email on June 2nd that read, Thank you for taking the time to speak with me today. We are in the process of looking for a courtesy dealer for service in your area. We will be in contact once we have located one. On June 14th I received an email from customer care requesting photos of the Law Label or Product Identification tag. They also wanted pictures of the issue with the sofa. I returned this information to them within a couple hours of their request. June 26th I sent another email wanting to know what was going on with our claim. After no response, I sent another email on July 11th and offered to return the product for a refund. Again no response. July 17th I contacted the very nice sales representative that we worked with the day of the purchase. She offered to try and help us. On July 18th customer care emailed me claiming they never received the photos. I sent the photos to customer care and to the sales rep. Our customer service rep did receive them so she forwarded them to customer care and copied her manager. She sent me an email saying that she would hopefully get some answers by Saturday. That would have been July, 22nd. After calling customer care a few more times only to waste at least an hour on hold to hear them say they are try to find someone in the area to service our claim, I requested help again through emails on August 2nd and August 9th. Received an email from the sales rep on August 12 but in the body of the email there was no text. Requested help again on August 30th. On September 2nd the sales rep emailed me saying, "I have pulled in the new manager and hopefully this will help. I will keep you posted" I have been copied on the email chain that the manager sent to customer care on September 2nd requesting someone get back to us. It's now October 1st and we have not heard from anyone at La-Z-Boy! Asking for a refund of $4076.99

  

  Business Response

  Date: 10/02/2023

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their service
  experience. 
  
  Upon reviewing this customers concerns, it appears as though the customers address in ********** *** falls outside of our serviceable
  area. For
  assistance with service and repairs, I have advised the customer he would need to call his store and make
  arrangements to bring his sectional unit to the store of purchase for
  inspection/repairs to be completed. As the customers unit is out of warranty, service
  would be provided on a charge basis for materials and labor. 

  We kindly ask that this complaint be closed as we have provided the customer with the only service option available for his area and are abiding by the terms of our warranty.

  Kindest regards,
  La-Z-Boy Incorporated,

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

  Customer Answer

  Date: 10/02/2023

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

  That is a flat out lie!  For 4 months we were being told they are looking for a service provider in the area to come and look at our issues.  We started the claim inside of the warranty time frame of 1 year. That was noted when we made the first call and given the case number.  I'm sure they can see that we started the claim inside the 1 year warranty period.  We can provide the email chain of communication.  We also had an issue with a tare in the back of one of the pieces when it was delivered.  They sent a very nice gentlemen out to fix it.  Now they want to say we are out of there service area and out of warranty.  This issue should not be closed.
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 10/05/2023

  Dear BBB,
  
  Thank you for alerting us to this customer’s reply.
  
  As stated in our previous response,
  the customer’s address falls outside of our serviceable area. At the time of purchase,
  due to not being in a deliverable area, the customer opted to pick up their furniture
  from the store. If the customer wishes to place an order for parts, we can order
  and ship the parts to the customer per the warranty. However, we are unable to
  send a technician out to the customer’s home due to their location. If the customer
  needs a service appointment, the customer is responsible for locating a repair
  shop at their own expense.
  
  We kindly ask that this complaint
  be closed as we have provided the customer with the only service option
  available for their area. La-Z-Boy is abiding by the terms of our warranty.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ******

  Customer Answer

  Date: 10/05/2023

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

  I did not pick the furniture up at the store.  It was delivered and La-z-Boy sent out there service technician to fix a tear in the back of one of the sections after it was delivered.  You sent someone out under the warranty that time so why not now??  We were told that the sofa would be shipped from a store on Wadsworth that would put us inside the delivery and warranty area.  For 3 months we have been told that there working on getting someone in are area to come and look at our issue.  I have the email responses to back this up.  It took 4 months to get a response that we are outside of the customer service area.  We would have never purchased a sofa from La-z-Boy if we were told this when we purchased it.  The very least you could do is replace our cousins with a better quality foam and it be covered under the warranty.  We did start this process before the warranty was up.  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:09/29/2023

  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.

  On June 27, 2023 I placed an order for an expensive sofa and loveseat from La-Z-Boy. They told me, and I have it in writing, it would be 6-8 wks for delivery. At 8 wks I had not heard from anyone so I called to find out when furniture would be delivered. I was told the factory didn't have mechanical parts for the sofa and it "might" be delivered in October (but they could not give me a date). It has now been 11 wks. I called again and they still tell me they don't know when it will arrive. The factory doesn't have the mechanical parts for my reclining sofa. This company should NOT be selling furniture if they don't have the parts to build it. I have asked for my $2,000 deposit back and they refuse to give it to me, saying it was a special purchase. Everything in the store is a special purchase because everything is customized and you can buy nothing off the floor. I purchased this furniture in good faith based on the 6-8 wks they promised me. Now they tell me they don't know when it will arrive. So it might be Nov, Dec., Jan. I have patiently waited the time in which they told me (6-8 wks). I need help getting a refund for the $2,000 deposit I made on this $6,000 purchase.

  Customer Answer

  Date: 09/29/2023

  [BBB Transcription via Email]

  Please discontinue my complaint. La-z-boy store has returned my money as I requested and I have been able to obtain furniture elsewhere. 
  
  Thank you,
  ***** *******
  ***-***-****

• Initial Complaint

  Date:09/13/2023

  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.

  I purchased a Gage Power Recliner on 05/27/2018. I paid for the chair (ON SALE) on 05/27/18. My sales ticket #***-***** was dated 07/30/18. I noticed worn spots on the chair in June,2023. I started calling in July(several times) but was put on hold many times. elsewhere). I got through and it was to comfort care. I explained just what was happening. ***** asked me to send pictures. I did and never heard back. I called him back after a few weeks and was told to call Serve Co(ultra shield ). When I did I spoke to a ****** who was rude and would not help at all. I feel I got the run around from the company that took my $125.00 and never even tried to help me. I would never recommend purchasing any type of protection from them!!!! I did call back and spoke to ***** once again & he said that La-Z-Boy could not help at all as my 5 yr protection plan was through Ultra Shield. This was not something I did(burn, poke a hole, stain ). I feel it is defective material. This should have lasted longer than 5 years. At one time La-Z-Boy was a well made product you could depend upon. Not any longer and it is proof as they won't stand
  by their furniture products any longer. I would pay for the pick up and drop off IF they would make this chair look good again. I live alone and only use it in the evening and really it should not look like it does.

  

  Business Response

  Date: 09/14/2023

  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. Electrical components are covered for 3 years, and labor to
  repair or replace any defective parts is also covered for one year from the
  date of delivery of the furniture.
  
  At
  the time of sale, select La-Z-Boy retailers offer additional protection plans
  through various third-party companies, who offer coverage on an assortment of
  concerns that fall outside of the manufacturer's warranty. Upon reviewing this
  customer’s concerns, we found that the customer purchased a protection plan
  through a company called Ultra Shied (who have since changed their name to
  ServeCo).
  
  As
  Ultra Shield/ ServeCo is a third-party company, La-Z-Boy is unbale to overrule
  their decision to deny a claim for any reason. If the customer disagrees with their
  decision to deny their claim, they will need to continue to work with Ultra
  Shield/ ServeCo.
  
  As
  stated above, the customer also has a warranty with La-Z-Boy the manufacturer. 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. As the customer’s recliner was delivered in 2018, they are now four years outside of the warranty for the upholstery. The leather on the customer’s
  recliner has been discontinued, so La-Z-Boy is unable to offer repairs, even at
  a charge basis to the customer.
  
  We
  kindly ask that this complaint be closed as the customer is outside of their
  warranty with La-Z-Boy for the reported concerns. The customer may seek repairs
  through a third party local upholsterer at their own expense.
  
  Kindest
  regards,
  La-Z-Boy
  Incorporated,
  ******* *
  E-Commerce
  Coordinator
  CM
  ******

  Customer Answer

  Date: 09/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The warranty that was sold to me by La-Z Boy had to do with damage that I did to the chair. I did not spill anything on the chair or puncture it. It is definitely a defect in the material. I put on REJUVENATE monthly on the chair to insure the chair was clean and body oil, dirt and grime was removed and my chair would last. I also purchased a inexpensive vinyl chair as the same time on the internet. My $300.00 chair has held up but my $2000.00 chair from La-Z-Boy as worn as my pictures show. Really I can not believe that they will not stand by their product. I would like this complaint on record. I should have checked before purchasing it as I see many others have the same complaint. Cheap material and cheap craftmanship at expensive prices. Customers beware and don't waste your hard yearned money on a product that the company will not can't or won't stand by. They are getting rich off us!   

   

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

  

  Business Response

  Date: 09/15/2023

  Dear
  BBB,
  
  Thank you for alerting us to this customer’s reply.
  
  As stated in our previous response, with the
  La-Z-Boy manufacturer’s warranty, 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. The customer’s furniture was
  delivered 5 years ago. Defects with the upholstery are no longer warranted on their
  recliner.  
  
  We kindly ask that this complaint be closed as the
  customer is outside of their warranty with La-Z-Boy for the reported concerns.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ******

  Customer Answer

  Date: 09/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They are rejecting my complaint as there is only a one year warranty on the material and workmanship. It was clearly cheap material and even worse workmanship. They are refusing to make even an offer to fix THEIR LACK OF poor judgement. I will never consider this claim closed unless they try to make an effort to correct the problem. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:09/12/2023

  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.

  This issues has been on-going since January 2022 after we purchased 2 electric reclining chairs. After 3 technician visits to repair the chairs to no avail. We went back to the store to select 2 new recliners. After 3 more Technician visits for these new defective chairs the Technician said they couldn't be repaired and these too would have to be returned. Because there is no refund policy, only in store credits, on 9/9/2023 we went back to the store and picked 2 manual gliding chairs, lamps and decorations. We originally spent $3,451.64, when the first 2 defective chairs were returned we were given a full credit of $3,451.64. The 2 new chairs were $200 cheaper (each). So the store manager made some adjustment son the receipts so it would be an exact match. to so this he added a $40 Fabric kit, which we never received, nor did we want it. He also added 5 year protection plan that we wee never asked if we wanted and we did not. We were totally unaware of either of these items. We want to be made whole for our original cash outlay of $3,429.98 when we only given $3,028.98 to spend for our in store credit.

  

  Business Response

  Date: 09/13/2023

  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 customers ServeCo protection plan and Fabric kit were only provided as a courtesy, as La-Z-Boy does not credit the difference in cost if a reselection is offered, and accepted by the customer, and what they select is of a lower cost. We will
  not be offering any further accommodations as La-Z-Boy has went above and beyond abiding by the terms
  of sale. 
  
  We kindly ask that
  this complaint be closed as the customer was provided the terms of the reselection process when a reselection of the chairs were approved, and agreed to the reselection terms that no refund is provided for the difference in cost if the unit selected is of a lower cost.

  Kindest regards,
  La-Z-Boy Incorporated,

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

  Customer Answer

  Date: 09/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we were not provided the opportunity to choose other merchandise from the store. Instead they claim to have provided us a Fabric Kit which we never received and a Serco Protection Plan that we didn't agree to.  All because of poor La-z-boy quality, and the replacement of 4 defective chairs. We had to arrange time away for work, many times, to be home for the technicians to come and attempt to repair the chairs at no avail.  This has been our worst customer relationship we've ever experienced. All because of La-z-boy's poor quality and customer service. 

  I'll seek further counsel from my attorney.

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

  

  Business Response

  Date: 09/13/2023

   Dear BBB,
  
  Thank you for alerting us to this
  customer’s reply.
  
  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 regarding their concerns.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ****** 

  Customer Answer

  Date: 09/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I attempted to settle this with the store location but i was told to escalate the issue to the Corporate Office. I am not looking for a refund, I am expecting an in-store credit of $401.00
  
  
  
  Sincerely,
  
  
  
  *** *******