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.

close

Find a Location

La-Z-Boy Inc. has 117 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/11/2023

  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.

  My husband bought be a recliner that they told him if he purchased the extended warranty it would cover any issues even if someone cut the leather. I had a issue where the leather is pulling apart. Neither la-z-boy nor the warranty would cover. I was told "if someone was running with a scissors and accidentally cut the chair they would cover it." I called a few weeks ago when my cell phone fell down the side of the chair and the only was to get it out was to recline the chair. When doing so the reclining pieces broke. I called them and was told that this was intentional and they would not cover it. So, they will not cover anything and we paid the price for this service.

  

  Business Response

  Date: 09/11/2023

  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.
  
  As 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 ServeCo’s decision to deny
  their claim, they will need to continue to work with 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 #******

  Customer Answer

  Date: 09/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  We fight the warranty through lazyboy it’s with serve cow. They are the ones who refuse to repair. The chair told me it was intentional when it was and then hung up the phone on me when I ask for a supervisor  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 09/13/2023

  Dear BBB,
  
  Thank you for alerting us to this customer’s reply.
  
  If the customer wishes to seek repairs with La-Z-Boy, they may contact our service
  department at 855-802-6636. Any concerns that fall outside of the manufacturer’s
  warranty for manufacturing and material defects will be on a charge basis at
  the customer’s expense.
  
  We kindly ask that this complaint be closed.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM #******

• Initial Complaint

  Date:09/11/2023

  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 issue arose and has been ongoing for over two years. I was gifted a LazyBoy Sleeper Sofa from my parents. Soon after purchase the sleeper mechanism broke. At which time they sent out a technician who said the part would need to be replaced and was under warranty. They continuously delayed delivering the part, including attempting to deliver without notice causing the part to not be delivered given I was not home. At this point the delivery company returned the part to their warehouse where it was lost. I then needed to wait for a new part. At this point they agreed to reimbursement me part of the cost of the item given the inconvenience. I finally got the part under the assumption they would call the schedule installation. Six months later they had not scheduled so I called to make an appointment. I have now had 4 appointments to install the part cancelled, which has included cancelling when I have had to take off work to allow them in the house to fix it. The third cancellation they did not even call to cancel, they no called and no showed. Most recently, they cancelled after the technician called and said he was on route to my property to do the work 2.5 hours ahead of scheduled window (4:30-7:30). I said this is not correct as my window was 4:30-7:30 and I was not home for installation as I was at work. The technician said that he wasnt going to work that late in the day and that he would not do the installation. I have called multiple times to speak to supervisors and they never call me back. I am getting concerned that after 2 years the warranty will not be honored, the part not installed, and I will not get my money back. Currently I have been having to call ***-***-**** for scheduling the service appointment.

  

  Business Response

  Date: 09/12/2023

  Dear BBB,

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

  We
  were able to locate the customers Service Ticket ***-******* and see that the customer is scheduled for an in-home service appointment with two of our technicians on 9/15/23. A technician was previously onsite on 9/11/23, however assistance was needed by a second technician due to the size and weight of the part to be installed. 

  Once the repair has been completed and technicians report reviewed, the customer will be contacted if any additional concerns.
  

  Kindest regards,

  La-Z-Boy Incorporated,

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

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I puchased a four Kennedy sectional on 6/05/2023 with promised delivery date in a couple of months. received call it would be delivered 8/12/23.Received call stating one piece was incorrect.
  I said ok to delived it. The delivery truck had issues to deliver. Caused damage to trees and brushed set against bushes causing needles on carpet and on one piece.
  I contated the the Prescott Valley AZ gallery and was told by salesgirl that she would E-Mail management. Store then contacted me on 8/25/23 stating my sectional was discontued and they would try to se if they had enough material and frame to make over. I was asked to come to the store to see if I liked anything else, I did not . On 9/4/23 i got a call stating they could't fix it. Return & they would give refund. Iam unhappy to have to go shopping for a new one and waiting for it to be deliverd. Plus I will have put another deposit for a new one. ( TIME AND MONEY)

  

  Business Response

  Date: 09/11/2023

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  Upon reviewing this customer’s concerns, we found that the customer has been in communication with their store of purchase and the store has allowed the customer to return their furniture for a refund.
  
  We kindly ask that this complaint be closed as the customer has agreed upon a resolution through their store of purchase.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  
  ***** *********** 
  E-Commerce Coordinator
  CM #******

  Customer Answer

  Date: 09/14/2023

  
  
  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. Consumer is not happy because of the great inconvenience but consumer will allow company to pick up the sectional and accept a refund. Consumer will contact the company with date when they can pick it up.
  
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:09/09/2023

  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.

  Purchased items from La-Z-Boy on July 2 and items were delivered August 29th. The Bar Table is uneven and there is a large mark on the table top. One of the Bar stools is also uneven. The table also has a dent in the frame on the bottom. Customer service sent out a rep yesterday but he said that these items are not made by La-Z-Boy but by another company in China and that these were in his words "as good as they will get". The customer service department told me this morning that his report indicated that there were no defects. Case was under review. I was never informed that these items were not made by La-Z-Boy but by a company in China. They are not up to La-Z-Boy standards and they need to be picked up and a full refund issued. Consumers should expect to receive better service than this. I went to a reputable company to ensure that I would not have these problems.
  
  I feel that I am getting the runaround.

  

  Business Response

  Date: 09/11/2023

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their service experience.
  
  Upon reviewing the
  customer’s concerns, we found that the customer has been in communication with
  our service department and has an open Case that is currently
  under review. Once the review has been completed, the customer will be
  contacted with an update.
  
  Kindest regards,
  La-Z-Boy Incorporated,

   

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

  CM ******

• Initial Complaint

  Date:09/06/2023

  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.

  TERRIBLE TERRIBLE COMPANY
  
  My parents have a 2 year old couch and for over a YEAR they have been trying to get a cushion and mechanism to fix the $7,000 couch… something that’s $7,000 should not have any issues within a year of purchase let alone NOT be covered by a warranty.
  
  One side is not even useable as the seat caved in
  
  We can not use either of the recliners the couch is useless!!!
  
  My mom has made countless calls and tecs have been out she said at least 5 or more times. This is NOT how you treat lifetime customers (2nd and now LAST couch they will buy) let alone elderly customers!!
  
  Obviously something is wrong with this particular couch it happens NOW DO THE RIGHT THING AND DO SOMETHING ABOUT IT!
  
  DO NOT SHOP WITH THIS COMPANY

  

  Business Response

  Date: 09/07/2023

  
  Dear BBB,
  
  We are sorry for any frustrations
  that this customer has encountered throughout their service experience.
  
  Upon reviewing the customer’s
  concerns, we were unable to locate an order for a $7,000 sofa, however, we were
  able to locate an order for a loveseat and recliner chair totaling $4,590.14,
  that was ordered and delivered to the customer in 2020. We have contacted the
  customer to request clarification regarding the details of their complaint.
  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: 09/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I think a suggestion of a solution should be made by them. This is the second couch my parents have purchased and it’s been over a year of frustration for them.

  What is the next step? What is the solution to this? It should not have gone this long or far. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 09/08/2023

  Dear BBB,
  
  Thank you for alerting us
  to this customer’s reply.
  
  We received a response
  from the customer via email. Our team sent the customer the following communication
  earlier today 09/08/23:
  
  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. It appears that your parents had
  purchased a protection plan through a company called ServeCo. Upon reviewing
  your records, it appears as though your parents had filed a claim with ServeCo
  for concerns with the arms on their unit. For an update on the status of this
  claim, you must contact ServeCo directly as they are a separate company than
  La-Z-Boy and we do not have access to their customer records. In addition, we
  see that a claim was opened with La-Z-Boy on 08/09/23. A La-Z-Boy Technician
  was sent to the home on 08/24/23 and requested for a new seat frame, springs
  and padding to be ordered. This part order was placed, and the parts are
  expected to arrive at your home by the end of the day today 09/08/23. The
  packages can be tracked on FedEx’s website using the following tracking numbers
  ************ & ************.Once the parts for the seat are received,
  please contact La-Z-Boy’s service department back to schedule the installation
  appointment. The service department can be reached at 855-802-6636 and is open
  Monday-Friday 9-6pm EST.
  
  We kindly ask that this
  complaint be closed as the customer is being serviced under the manufacturer's
  warranty and has been updated on the process.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ******

• Initial Complaint

  Date:09/01/2023

  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 received a sofa and loveseat in March of 2022. They came out to repair loveseat and sofa but had to order the total right section for sofa. 30 days wait, they came out to repair and they had ordered the left section. 30 days wait - I get a call that they have discontinued the fabric and their corporate tells them to send me to third party since it's "now out of warranty"! This is unacceptable as the problem started while under warranty. I called the store manager, *****, at the Kennesaw, GA store and she was escalating to the Regional Customer Service Manager. I told her that I'm over this and want them to pick this sofa up and issue a refund or store credit. I have a $2700 sofa that no one can sit on due to it being broken. It's embarrassing plus this constant back and forth has been very inconvenient with trying to work. I've had La-Z-Boy products that I have loved but this sofa, I'M OVER IT!! FYI - I also bought a loveseat (which also needed repair) and a very nice (not inexpensive) lift chair for my mother. They need to resolve this immediately or they will definitely lose a 25+ year customer, not to mention all of my family and friends who have seen what is happening here - since they have to sit in a table chair or bar stool since the sofa is broken! Resolution please!!!! Case # ***** *****

  

  Business Response

  Date: 09/07/2023

  Dear
  BBB,
  
  We
  are sorry for any frustrations that this customer has encountered throughout
  their service experience.
  
  The
  customer’s store of purchase, Kennesaw, GA, is independently owned and
  operated. La-Z-Boy Incorporated does not have access to the service
  department’s customer records. We have contacted the service department and
  requested that they contact the customer to assist with their concerns. The
  customer may also contact the service department directly at ***-***-**** ext.
  *.
  
  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:09/01/2023

  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 sofa from La-Z-Boy in 2021. When purchased a bought an extented warranty.
  In the beginning of June my cat damaged the side of the arm of the sofa.
  I contacted La-Z-Boy.
  La-Z-Boy took THREE MONTHS to receive the material and call me to arrange for an appointment.
  The cancelled the first appointment. I made a second appointment which they also cancelled. I made yet a third appointment for today. The 3rd appointment was set for today, 8/30/23 at 3pm. I receive a call this morning from the technicial saying he will be at my house at 9am. I told him it was set for 3, he said he is booked elsewhere at 3.
  I work during the week so I can not just keep taking off time at the convenience at others.
  
  My furniture is still not repaired after 3 months of trying to get service for something I paid extra to have.
  I either want a full refund for the furniture or I want my furniture repaired at a time which is convenient for me not only convenient for the repair people.

  

  Business Response

  Date: 09/07/2023

  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 ServeCo.
  
  We,
  La-Z-Boy, do 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:08/29/2023

  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.

  date of purchase February 26,2023
  Lancaster, Pa store.
  We called the Lancaster store sales person that sold us the furniture right away when our furniture was delivered and we noticed the problems with the arms of the recliner and sofa. We were referred to the Lancaster store manager, made her aware of our dissatisfaction immediately, The leather is wrinkled We were told the material was not pulled correctly. The Lancaster store has contacted the service depts. as have we, several time. The latest excuse we got was no material available. The most recent customer service rep said we would have to wait until November. LA Z BOY has our money and we have sub- par furniture, the company is ignoring our concerns. If the company has no material available how can they be in business. Really !!!

  

  Business Response

  Date: 08/29/2023

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their service experience.
  
  Upon reviewing the
  customer’s concerns, we found that the customer has been in communication with
  our service department and has an open Service Ticket ***-*******/Case ****** that is currently
  under review by our Escalation Team. Once the review has been completed, the customer will be
  contacted with an update.
  
  Kindest regards,
  La-Z-Boy Incorporated,

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

  Customer Answer

  Date: 08/29/2023

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

• Initial Complaint

  Date:08/28/2023

  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 July 2022 my wife and I migrated from CA and were not able to bring our furniture. In Feb 2023, in prep to move into our new home in F H we went to L Z Boy to completely furnish the new house. We made a purchase in excess of $32,000 which we paid on promise of a delivery months later. Over several deliveries the wrong furniture was delivered, furniture we bought from the showroom sample was not the same as delivered with 4 pieces, a 5th with a factory defect which they won.t even discuss. We bought 3 bookcases. They delivered 4 when installed were seamless and we didn't notice. They later billed us for it with no option for return. The dining room set we ordered was told was made in US. Delivered is best described as an unfinished pile of lumber with cracked boards on the table that was made in Vietnam. They said they would refund sone pieces but stated a refund price less than invoice price, with taxes when taxes weren't added. We agreed to the return of some pieces and the dining room set with the refund being applied to the cost to a new dining room set ordered out of a catalog with payment of an additional $1,296.90. When the new dining set arrived the cost had almost doubled. When I refused to take it they tried to charge me over $3,000 for refusing to take custom made furniture. If the proper prices and taxes were stated, which they weren't, The cost of the new dining room set had a cost of over $13,000, a number that was not shared with me. Unfortunately up to this point I was still trusting them. They have exhibited dishonesty in every transaction. I have made several attempts to resolve this with them. The only thing they will accept is a situation that costs me money for something I didn't buy or something of significantly lesser quality than what we selected in their showroom. I requested a refund for a reclining chair that looks like the one in the showroom and is a factory defect. They won't even acknowledge or discuss my request.

  

  Business Response

  Date: 08/29/2023

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their sales 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: 08/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Furniture received was not of showroom quality, some was not the furniture  we selected, dining room set had large crack in leaf extender, chair legs were different lengths and lounge chair was a factory defect. Furniture we didn't even  buy was shipped and billed 9 months later with no option to return.  I paid in advance for over $32,000 for all furniture.   My numerous attempts for a fair settlement have been rejected by them, they attempted to deceive us and some of their statements were untrue.  The dining room set we purchased they said was made in the US and we could get an earlier shipment.  The shipment was not earlier and we got a pile of unfinished lumber manufactured in Viet Nam. I tried to compromise by applying the refund of unacceptable furniture to a new dining room set we ordered out of a catalog.  The manager put in writing I would have to pay an additional $1,200.  I agreed.  When it arrived they added over $1,000 to the price.  When I refused they tried to charge me separately, over $3,000 for refusing to accept "custom made furniture".  They refused to discuss or even acknowledge my statement of the defective $1,400 lounge chair.  In our last communication from them they said, "they would not communicate with me again", and knowing my wife and I are 88 and 89 years old and cannot afford to buy any more new furniture the manager added, "you will have to use the furniture you have for the rest of your life". 

  I am not asking for any damages.  All I want is to return the furniture that is not what we purchased or not showroom quality, or defective, get a refund of what I paid for it, $11,541.07 and have nothing to do with Lay Z Boy again.  There sales and procedures are deceiving and dishonest and they should not be licensed to continue taking advantage of the public.  I have documentation to back up my accusations but am not computer literate and am unable to provide them in the form and methods you require.  I request I be put in contact with a person so that we can work out a way to get them into my file.  You have my email, my phone is ************.  If I am unable to get to the phone when you call leave a number and a contact person and I will get right back to you.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 09/06/2023

  Dear
  BBB,
  
  Thank
  you for alerting us to this customer’s reply.
  
  The
  customer’s store of purchase is independently owned and operated. La-Z-Boy
  Incorporated does not have access to the store’s customer records.
  
  Please
  note that all returns, exchanges, etc. must be done directly at the customer's
  retail location where they purchased the furniture as they are their customer
  and all financial transactions have been made through their location (which is
  not linked to our corporate offices). Per the terms and conditions that were
  signed at the time of sale, refunds are not available. 
  
  We
  kindly ask that this complaint be closed as the customer will need to continue
  to work through their store of purchase.
  
  Kindest
  regards,
  La-Z-Boy
  Incorporated,
  ******* *
  E-Commerce
  Coordinator
  CM
  ******

• Initial Complaint

  Date:08/28/2023

  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.

  Bought a sectional from La-Z-Boy furniture. Fifteen months after purchase the manuel recliner broke. La-Z-Boy sent a technician out to fix it. While at my house the La-Z-Boy technician gouged one of my two wood consoles. I asked La-Z-Boy to replace the wood console. They sent me a console via mail and expected me to install it. The console did not match my other original color wood console and I could not install it because of electrical wiring to the console. La-Z-Boy then sent me another wood console via mail. This second console also was another color from the original. Thus I now have three wood consoles that are all different colors. I then asked La-Z-Boy to replace both original wood consoles since they could not match the first color. After a reasonable amount of time has passed I have yet to get an answer on my latest attempt to resolve this issue of damaged furniture that the La-Z-Boy technician caused. On my latest visit to the local La-Z-Boy furniture store I informed the manager that I would be filing a complaint with the better business bureau at which her reply was that the better business bureau would not help me resolve this issue. I want my nearly $8,000 sectional restored to its original new condition with matching wood consoles that are not gouged.

  

  Business Response

  Date: 08/28/2023

  Dear BBB, 
  
  Thank you
  for contacting La-Z-Boy. We regret to hear of the concerns that this customer is having.
  
  We were
  able to locate the customers service ticket ***-******* and the parts the customer requested to resolve the
  concerns have been ordered at no charge. Labor is also being provided at no charge. The parts should arrive at the customers home within the next 10-14 business days. Our Comfort Care department spoke with the customer and advised that when the parts are received, please contact our office at
  855-***-**** so that we can coordinate the installation appointment.

  We kindly ask that
  this complaint be closed as the customer is being provided the parts and services they requested at no charge.

  Kindest regards,
  La-Z-Boy Incorporated,

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

   

  Customer Answer

  Date: 08/28/2023

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

  As I stated in my original complaint I want my furniture restored to it's original state.  La-Z-Boy has not yet made the repairs to restore my furniture to its original state that La-Z-Boy's technician damaged in the first place.  Simply stating that La-Z-Boy is going to fix my furniture is not nearly good enough.  I have no reason to trust La-Z-Boy at this point because I've already been given the run around by them for several months.  I want this complaint to remain open until La-Z-Boy repairs and restores the furniture to it's original state.

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

  

  Business Response

  Date: 08/29/2023

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

  If the customer’s issues persist after their parts are received and installation is completed, we
  will review their ticket further.

  Kindest regards,
  La-Z-Boy Incorporated,

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

  Customer Answer

  Date: 09/05/2023

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

  My furniture has yet to be fixed.  I continue to get a run around from La -Z-Boy.  They actually called me today to tell me that they will call me again in five business days to set up an appointment to fix my furniture.  They also previously said they will charge me for fixing my furniture that the La-Z-Boy technician broke in the first place.  La-Z-Boy is not acting in good faith.  I am not satisfied at all by there responses.  Actions speak louder than words.

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