Complaints
This profile includes complaints for La-Z-Boy Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 605 total complaints in the last 3 years.
- 91 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased two leather chairs on 5/25/23 from La-z-Boy in Loveland, OH . The chairs were delivered on 7/26/23.
I returned to the store in early Aug and spoke with the store manager, ******* ******* about the issues. She reported that I must call La-z-boy to send a technician. The person who I spoke with was dismissive of my concerns but did set up an appointment with a technician for Aug 16.
On Aug 16 the tech came to the house. Tech phone ***-***-****) He reported he had seen this issue with the same model of chair before. Stated he could not repair the cushion issues as it was manufactured incorrectly. He could possibly fix arm issue but would need to take chair completely apart and not worth effort. On 8/21 I visited store manager and said she was willing to replace chairs.
The seat and back cushions are so over stuffed they literally push you out of the chair, Very uncomfortable. The seat is over stuffed to the point it is almost round and raises you up so much that my feet are well off the ground, The seat cushion extends well beyond the chair. The leather on one chair is not laid correctly and has a large fold. The cushion on the arms of the chair does not go all the way to the end of the arm and causes it to collapse making a divot on each chair arm.
La-Z-Boy main office has called me back today, 8/24/23, and said they will not replace or refund the chairs. They have agreed to repair the arms. However, it will not address the other larger issues with the chairs. I have gone to the store and sat in the model chair a few times. It does not look or feel like the chairs delivered. The cushions are appropriate, the leather smooth and my feet touch the ground. In addition, the chairs are not representative of the chair on line, I have provided pictures of my chair and the one online, I have not allowed anyone to sit in chairs and they can be returned exactly as delivered.
Initially, I was open to exchange for different model but would prefer refund
Business Response
Date: 08/24/2023
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 also covered for one year
from the date of delivery of the furniture.Upon reviewing
the customer’s concerns, we found that the customer took delivery of their furniture
on 07/26/23. The customer contacted our service department on 08/07/23 to report that the unit felt overstuffed, the poly at the
end of the arms was collapsing, the seat cushion was hanging over the edge
of the unit, and that the unit was overall uncomfortable. A technician was scheduled
to go to the customer’s home on 08/16/23. The technician’s report stated that
the customer was unhappy with the unit, however the unit was built to manufacturing
specifications.The customer’s
service ticket was sent over to our Product Specialist Team for review. The
review concluded that for this style chair, it is
normal for the seat to hang over the edge, as this is its design. The unit is
stuffed with the correct about of poly and blown fiber. However, because the unit is new, it will feel stiffer and firmer. The units on our store’s
showroom floor have experienced heavy use and have had time to break in. The
customer’s furniture was manufactured with new cushions. Over time and with
use, the padding on their furniture will break in as well.The technician
advised there were no defects found with the arms of the units, however as a
courtesy we can replace the arm poly in the customer’s units. If the customer
wishes to proceed with service to the arms, they may contact our Service Department
back at ***-***-****. 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 has been offered courtesy repairs.Kindest
regards,La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Customer Answer
Date: 08/24/2023
Complaint: ********
I am rejecting this response because:
The technician that came to the house reported to me that the chair was defective and manufactured incorrectly. He said he was limited in what he could report back as he was sub contracted by La-z-boy and would lose his job. He found the same faults I found with the chairs. I have given his phone number.One only needs to review the attached pictures and see my chair does not look anything like the model. I should not have to "wear the chair down" to get the cushions to collapse to make it functional. In all the furniture I have bought over the years I have not had a new piece be stiff and need breaking in for functionality. The seat and backing are so overstuffed that they push you out and one slides out of the chair. This causes the seat cushion overhang to be significantly larger than the picture that the company sent me. Please again refer to pictures I supplied of the model and my chair. I never would have thought to buy a chair that I could not reach the floor. I expect that from day one, not over time.
The reason i did not contact the company the day after it was delivered was I was unavailable, I then went to the store and the manager was not there. I had to wait a week as she does not work on Thu and Fri.
I am asking for the chairs to be returned. No one has been sitting in them so they should be able to sell them in their store. I am asking for a full refund.
Sincerely,
***** ******Business Response
Date: 08/24/2023
Dear
BBB,
Thank
you for alerting us to this customer’s reply.
The
customer’s unit is functioning as designed. As stated in our previous response,
with use, the cushions on the customer’s unit will compress. We expect at least
an inch of compression within the first year of normal use. 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’s concerns have been
addressed.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Customer Answer
Date: 08/24/2023
Complaint: ********
I am rejecting this response because:First, I should not have to wait a year for the chairs to be functional and “collapse.” The collapsing itself sounds ominous for the quality of the chair. The chairs should be useful on delivery. Even an inch won’t put my feet on the floor.
I stand by my claim and demand a return and refund.
Sincerely,
***** ******Initial Complaint
Date:08/23/2023
Type: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.
They have been out 4 times for the same problem, we bought the biggest recliner chair they make and the lift arm, that lifts the leg rest, has broken 4 times, its plastic, each time they have to mail the part to our house and then we have to call and schedule service, which is almost a month the chair is down. the last time they came out they said that something else had broken also and they had to order a new part, the repair person was to come out this week and no one showed. We bought this chair because my husband broke his hip at work and sometimes sleeps in his chair and it reclines almost to a bed, however, they brought it last October and it has been unfunctional for almost 4 of the last 10 months. my problem is in October our year will be up and we will be paying out of pocket for the labor. I just want the chair to work for longer than a month or so before breaking.Business Response
Date: 08/24/2023
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: ************************************************************.
This
customer has an open Service Ticket and is scheduled for an in-home installation
appointment with one of our technician’s tomorrow 08/25/23. 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
******Initial Complaint
Date:08/21/2023
Type: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 a sofa & 2 recliners. BOTH the recliners have been repaired multiple times. The rocker recliner is a piece of junk. Been repaired 3 times and is broken again. Currently I am on hold for now, 19 minutes... waiting to schedule another service that will happen 6 months from now, IF they ever answer the phone. At this point... I'd want my money back. Will go elsewhere to buy. I can see I am certainly not the only one complaining about these same issues. Utterly ridiculous! How many repairs does it take to qualify for a new item? However, I'm certain the same issues would happen to a new one. This company should be held responsible for ripping off the consumers. Selling junk & then not repairing properly.Business Response
Date: 08/22/2023
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 #******Initial Complaint
Date:08/21/2023
Type: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 recieved a defective recliner. Sales #***-***** on 3/03/23. Amount paid $2021.22. Delivered in 5/2023. Lumbar cushion 2" higher on one side. Seat is sagging in back and popping noises in seat. Technician attempted an in home repair. Did not resolve the issue. Sitting in this chair is causing my legs and feet to go numb and back pain. I am requesting a full refund. It's wrong to have to pay $2021.22 for a defective recliner. I am not interested in a replacement, not trusting this company for any furniture in the future.Business Response
Date: 08/22/2023
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 the customer had an appointment with one of
our technicians on 08/03/23. The technician found 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.
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: 08/23/2023
Complaint: ********
I am rejecting this response because: A new chair should not need to be repaired!! After initial repair it is still defective. Lumbar is higher on the right side. Seat is sagging, makes popping noises and causes pain/numbness in my legs and back. Again, people do not spend $2000.00 for a faulty chair!! It should not have needed a repair!! It should not have left the factory in this condition.
Sincerely,
***** ********Business Response
Date: 08/24/2023
Dear
BBB,
Thank
you for alerting us to this customer’s reply.
Upon
reviewing the customer’s concerns, we found that the customer took delivery of their
recliner on 04/28/23. On 05/03/23, the customer reported a concern with the lumbar
on the unit. A technician went to the customer’s home on 05/15/23. During the
appointment, it was found that the back of the unit was under stuffed, and a
new lumbar assembly and blown fiber was ordered to resolve the concerns. The technician
went back to the customer’s home on 06/11/23 to install the parts, and the case
was closed.
On
07/10/23, the customer reported that the recliner was making a popping noise and
that the padding under their legs was too thick, not allowing their feet to
touch the floor. The technician went back to the customer’s home on 08/03/23. During
this appointment, the technician did not find any manufacturing or material
defects. The customer’s unit is up to manufacturing standards. From a repair standpoint,
there is nothing that can be done to resolve their concerns. 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’s repair has been
completed.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Customer Answer
Date: 08/25/2023
Complaint: ********
I am rejecting this response because: This chair is higher on the right side, in the seat and lumbar. The repair was unsuccessful. A NEW chair should NOT have needed a repair in the first place!! In addition to the chair being higher on the right, the seat is sagging and makes popping and squeaking sounds. These issues cause pain and numbness. Again, these are NOT characteristics of a NEW CHAIR coating $2000.00.Requesting Refund!
Sincerely,
***** ********Initial Complaint
Date:08/21/2023
Type: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 this lazy boy recliner for $1,500 plus tax. I am 65 years old and have no small children in the house, and this chair has received light usage. After six months the arm separated from the chair. The frame is made of particle board and industrial cabinet staples were used instead of screws, thus the chair fell apart through normal use. I asked if I could get credit for the chair to go towards a purchase of a more expensive recliner from Lazy Boy, one made from actual lumber, but store management told me no. It is unclear if I was refused because expensive lazy boy chairs are all made from particle board and straight staples, which is clearly an inadequate and sub par design, or Lazy Boy simply does not guarantee against manufacturing defects and does not warrant their product fully.
I was told that the chair is under warranty, and that I needed to pay $75 to have an outside repair vendor repair the chair. I paid another $75 on top of the purchase price. Two weeks later a man came out to my house, and took pictures of the hanging arm. He told me a new arm would be sent to my house, and that I would need to contact the Lazy Boy showroom to contact his company to return and attach the arm to the chair. It is approximately a month since then, and no arm has been delivered. I would like a new chair, preferably one that is made with screws and even real wood, if at all possible. If not, I would like a duplicate new chair that has been assembled with an adequate number of straight staples in the particle board to survive normal use.Business Response
Date: 08/21/2023
Dear BBB,
We are sorry for any
frustrations that this customer has encountered throughout their service
experience.
The
customer’s store of purchase, La-Z-Boy Furniture Galleries of Fairfield, CA, is independently owned and operated and has
a separate service department. 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 #******Customer Answer
Date: 08/24/2023
Complaint: ********
I am rejecting this response because: The chair remains broken. It is sub par construction for a premium price. The arm has not arrived at my home: the chair remains broken: a perpetual reminder of the egregious quality of La-Z-Boy furniture.
Sincerely,
***** *******Business Response
Date: 08/25/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
We have since been contacted by the store from which the customer made his purchase. The store, La-Z-Boy Furniture Galleries of Fairfield, CA, has been trying to contact the customer, but get the customers voicemail. They have left a message for the customer advising that the parts required have been ordered for the customer and will be shipped directly to them.
We kindly ask that this complaint be closed as the customer will need to continue to work through their store and service department.
Kindest regards,
La-Z-Boy Incorporated,
***** ***********
E-Commerce Coordinator
CM #******Customer Answer
Date: 08/25/2023
Complaint: ********
I am rejecting this response because:
I spoke with ******* at the Lazy Boy service center, who indicated that an arm is on order. She was unable to provide me with a timeline for the production of said arm. I would like a new chair exchanged for this broken chair, I do not intend to have my living room used as a storage area for broken furniture. It is appropriate that your warehouse be used to store thus manufacturer’s defect chair until you can repair it, and or dispose of it. Additionally, I would like the return of my $75 “service charge” that I was forced to pay to have a man come to my house and take another picture of the broken chair as I had already sent one, at your request! Consequently, I consider this $75 surcharge as a delayed upcharge for warranty coverage, warranty coverage which was integral to the original purchase price.
Sincerely,
***** *******Initial Complaint
Date:08/17/2023
Type: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.
Our first set of overpriced couches were so bad, La-z-boy replaced them (well the store was nice enough to).
This last set, only 4 years in and the back and head cushions are all flattening which actually started 2 years in. We paid for the stuffing and someone to put it in. So the company they sent can easily put stuffing in the lower cushion section because there is a ZIPPER. However, there isn’t one for the UPPER section!?!? The company they sent out said they need an upholstery company as the access to the upper cushion wasn’t there and it would ruin the couch if he undid it all. He said is needed a sewing machine and he said usually there is an upper access.
I called back (mind you this has been going on since the beginning of the year and we are now in August) and I was told “oh these are “blah blah” cushions and this is what they do, and we only cover cushions for a year”……. Wait, WHAT???! So we paid up the rear to buy “quality couches” for this? Oh they were nice enough to refer me to an upholstery company….. wow, really? I will never EVER BUY from this company again….. oh wait, I was stupid enough to buy a couch last month, thinking they would make our current couches right. Oh and this last couch and loveseat we have….. all 4 mechanisms were put in crooked. The pandemic starts and we are already having issues with loud squeezing and it is hard to open them. Those got fixed with $100 out of pocket for the repair, because the free labor was out of warranty…… um it was the pandemic!!
Now they did send someone to fix the cushions and they insisted the repair man could do it. He could not and he showed me why, so I get it. Now I have to pay an outside company to fix all 4 upper cushions?? THIS is after they said they would pay for the labor to FIX the cushions which can’t be fixed easily. Now it has been dropped in our laps.
WHY, if La-Z-Boy KNOWS that these cushion fiber fill materials crush, would they not put a zipper in the uppers?Business Response
Date: 08/18/2023
Dear
BBB,
We
are sorry for any frustrations that this customer has encountered throughout
their service experience.
La-Z-Boy
offers a limited lifetime warranty on the parts of the frame, mechanism, and
springs, against manufacturing defects, for as long as the original purchaser
owns the product and can supply their dated receipt as proof of purchase.
Fabric, leather, and standard foam padding have a one-year warranty, against
manufacturing defects, from the date of delivery of the furniture into the
customer's home. Labor to repair or replace any defective parts is covered for
one year from the date of delivery of the furniture. The following is a link to
our full manufacturer’s warranty: *************************************************************
Upon
reviewing the customer’s concerns, we found that the customer took delivery of
their furniture in February 2020. The customer contacted our service department
in June 2022 to report their concerns. At this time, the customer was outside
of the warranty for the labor, fabric and padding. A technician has gone out to
the customer’s home multiple times, and replacement parts have been ordered to
resolve the concerns. La-Z-Boy also waived some of the fees for the out of warranty
parts and discounted the labor fee for the customer.
If
the customer is still experiencing concerns with their furniture, La-Z-Boy will offer parts and service; however, the repairs would be on a charge basis
to the customer.
We
kindly ask that this complaint be closed as the customer has been offered
service under the manufacturer's warranty.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Customer Answer
Date: 08/18/2023
Complaint: ********
I am rejecting this response because: La-Z-Boy agreed to cover the cost of fixing the cautions because this all happened during the pandemic. I did notice the crushing within the first year be we were all in lock down. When things eased up I called and while I DID pay to have the poorly and crooked installed mechanisms replaced, yes the company waived the fee for the other side but didn’t follow through on making sure the cushions were FIXED! When the tech came out and informed me that he cannot because there is no upper cushion zipper, I was really shocked! There is a lower cushion zipper! Why only one year? That tells me La-Z-Boy has ZERO ethics in selling furniture that doesn’t last longer than couches I have paid a FRACTION for!La-Z-Boy said they would fix the cushions, then they changed their mind when they realized the fix wasn’t easy, because whoever made the couches never put in a zipper!
i feel this company was fraudulent, selling is a low quality couch with crooked mechanisms, a forgotten zipper that the technician said SHOULD HAVE BEEN INSTALLED AND HAS SEEN 2 ZIPPERS ON MANY COUCHES HE HAS REPAIRED from this company!
Follow through with your promise to fix it La-Z-Boy!
Yes, look into your RECORDS and see how this was promised. See how someone put in the wrong phone number and every time a text was sent to confirm a repair that the random person you sent the text to declined! I wasted several days making sure I was home only to have no one show up! This while dealing with putting my dad in memory care and my moms operation gone wrong! Since fall of 2021 I have been dealing with serious family issues, for a little background!
Sincerely,
****** ********Business Response
Date: 08/21/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
This customer's concern has previously been reviewed. The customer took delivery of their
furniture in February 2020. The customer contacted our service department in
June 2022 to report their concerns. At this time, the customer was outside of
the warranty for the labor, fabric and padding. A technician has gone out to
the customer’s home multiple times, and replacement parts have been ordered to
resolve the concerns. La-Z-Boy also waived some of the fees for the out of
warranty parts and discounted the labor fee for the customer.
If the customer is still experiencing concerns
with their furniture, La-Z-Boy will offer parts and service; however, the
repairs would be on a charge basis to the customer.
We kindly ask that this complaint be closed as the
customer has been offered service under the manufacturer's warranty. We will not be offering any further accommodations as La-Z-Boy is abiding by the terms of the sale.Kindest regards,
La-Z-Boy Incorporated,***** ***********
E-Commerce Coordinator
CM #******Customer Answer
Date: 08/21/2023
Complaint: ********
I am rejecting this response because:Lazy boy scheduled 4 hours to repair the upper cushions and to pay for the labor. Technician got here and said an upholstery company needed to do it and that there is no access to the upper cushions. He said he has seen this assembly mistake one other time and lazy boy, now that every realize it cannot be fixed easy because it was MADE WRONG, just gave me numbers for companies that do repair work and it would be out of my pocket!
THEY NEED TO MAKE THIS RIGHT AND FOLLOW THROUGH ON THEIR PROMISE TO FIX THE FURNITURE!!
Sincerely,
****** ********Initial Complaint
Date:08/14/2023
Type: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 Feb. 2023 I ordered furniture from lazboy and was told it would take from 6 weeks to 8 weeks to be delivered.The total amount was 13896.27 and I paid 3673.18 down. On or around the end of April I called to find out any up date as to when my furniture would be delivered and was told they had some of my order in and would I like to have it delivered. I said of course. I rec'd the love seat and sofa and 3 tables that were damaged. The dlivery boys left the tables and said when the rest of my order was ready they would pick up the damaged tables. When I went into the store I brought pictures of the damaged tables as did the delivery crew. I ordered different tables at that time. It was I'm not sure exactly how long but some weeks before the chairs that were special ordered came and they were the wrong fabric. I contacted the sales person . They left the wrong chairs and said they would be picked up when the new ones came. When the new tables arrived the delivery truck went and drove off my driveway into the grass and made deep ruts in the grass. I took pictures of the damage and showed it to the sales lady and she agreed that it was bad. I have since contacted the manager there about the other 2 chairs and told him I do not want them. It has been 22 weeks and he said because they were special ordered that I must accept them. I said no its been way over the time you said I would have them. He was extremely rude to me and for 3 days avoided my calls.Business Response
Date: 08/16/2023
Dear
BBB,
We
are sorry for any frustrations that this customer has encountered throughout
their purchasing experience.
La-Z-Boy
retailers are independently operated and are not linked to our corporate
offices. Please note that financial transactions are handled directly at the
customer's retail location where they purchased the furniture.
Upon
reviewing the customer’s complaint, we found that the customer’s concerns regarding
having received damaged furniture and the damage to their property has been
reported to the customer’s store and the concerns are under review.
We
kindly ask that this complaint be closed as we, La-Z-Boy World Headquarters, do
not have access to the independently owned and operated retailers' customer
purchase records. The customer will need to continue to work with their store
for a resolution.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Customer Answer
Date: 08/16/2023
Complaint: ********
I am rejecting this response because:there is many more problems than damage to my yard.....I have waited 26 weeks or 6 months for merchandise that was told would be arriving in 6 to 8 weeks. I do not want any more contact with lazboy except to pick up the chairs that are not correct and to cancel the order on the other chairs that supposedly were ordered in Febuary but I have come to find out were not ordered until June.
Sincerely,
****** ** *****Business Response
Date: 08/18/2023
Dear
BBB,
Thank
you for alerting us to this customer’s reply.
We
have forwarded the customer’s additional communication over to their store of
purchase for review and asked that the customer is contacted with an update on
their claim.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Initial Complaint
Date:08/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased two power recliners on Nov 19 and received them on January 7, 2023. . As soon as I received them, I noticed that they were not the same as the one I tried in the store. A service person came initially and determined I needed some blown fiber and told me I should have ordered a lumbar support. When the second service provider came, he checked out the chairs, and discovered that there were no springs in the back. He said that this was a common problem with a factory that Lazyboy was using. Then I was sent one pair of springs, not for both chairs. I never received the other set of springs. I have spent countless hours trying to get this situation resolved and am so frustrated. I'm unable to talk to corporate, as no one ever answers the phone. I have been on hold for an hour on three separate occasions, and finally got so exhausted from waiting that I hung up. The manager of the store in San Marcos has not been able to help me. I can't sit in the chair that replaced the seat because it is so high and hard. My back still hurts from lack of springs. At this point I want them to take the chairs and refund my money which was $6,292.34 plus extra charges for the padding. I really wanted these chairs and am so disappointed and frustrated. I don't know what to do to get this resolved.Business Response
Date: 08/08/2023
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. 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: 08/10/2023
Complaint: ********
I am rejecting this response because: The company has still refused to do anything. I just called the phone number for the person in charge and she is out of town. There is no one ever available to resolve my complaints. This problem with the two chairs has been going on since January when they were delivered. It is now August 10, and I am stuck with two chairs that are basically unusable to me. This should have been resolved immediately, but instead, the company has just ignored the problems.
Sincerely,
****** ******Business Response
Date: 08/18/2023
Dear
BBB,
Thank
you for alerting us to this customer’s reply.
La-Z-Boy
offers a limited lifetime warranty on the parts of the frame, mechanism, and
springs, against manufacturing defects, for as long as the original purchaser
owns the product and can supply their dated receipt as proof of purchase.
Fabric, leather, and standard foam padding have a one-year warranty, against
manufacturing defects, from the date of delivery of the furniture into the
customer's home. Labor to repair or replace any defective parts is covered for
one year from the date of delivery of the furniture. The following is a link to
our full manufacturer’s warranty: ************************************************************.
This
customer has an open Service Ticket and is scheduled for an in-home service
appointment with one of our technician’s tomorrow 08/19/23. 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
******Initial Complaint
Date:08/07/2023
Type: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'm writing regarding an encounter with the store manager of the La-Z-Boy store in Phoenix, Oregon. On 2/27/2023, I purchased a leather recliner (sales order #**********, for a Jasper Model#******-******** in TF Smoke) for $1,361.99, with an added 5-yr protection plan ($79.99) and delivery ($59.99), for a total of $1,501.97. I paid, in full. I was told delivery wouldn't be until mid-April, but to call for a status update in April.
I called on 4/1/2023 to inquire if there was any update. The gentleman, later determined to be **** ******* (although he gave me a different first name when asked), who answered sounded annoyed, but politely asked me to hold. When he returned, he said, "OK, it's not going to arrive until late July or August." I balked at the, now 5 month, time frame. I then asked to cancel the order as I needed the recliner for health reasons. His response was, "I guess you should have read the fine print in your contract. This is a special order and can't be cancelled."
I was never told the color, which was displayed on a different floor model, was a "special order". I was never informed that this meant it couldn't be returned or refunded. I was never offered the opportunity to read the back of the contract prior to purchase.
I can't understand why, if delivery wasn't happening until July or August (so it's not manufactured yet), the order couldn't be cancelled and refunded. On 8/7/23 I was told it was "being built in the South".
I believe the Phoenix store operates in a completely unethical manner. My salesperson even called me back that afternoon, and whispered, "Hi, this is *****. I overheard your conversation with my manager, and if you want to take this further, his name is actually ****".
I have purchased 3 prior La-Z-Boy recliners (in California) before, and never had such a horrendous encounter. I would like a better resolution to my problem.Business Response
Date: 08/07/2023
Dear BBB,
We are sorry for any frustrations that this customer
has encountered throughout their purchasing experience.
The customer’s store of purchase, La-Z-Boy of Medford, OR is independently owned and operated. La-Z-Boy
Incorporated does not have access to the store’s customer records. We have forwarded the customer complaint information to La-Z-Boy of Medford, OR and requested that they contact the customer.
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:08/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A working recliner which is electric my recliner chair that I purchased from La-Z-Boy has not worked for over 7 months The chair is under warranty and they have sent out 5 service techs who either never have the correct parts to fix the chair so they come out for no reason or they fix it and it only works for a short time and breaks again. La-Z-Boy had done nothing to resolve the issue.Business Response
Date: 08/10/2023
Dear BBB,
Upon reviewing this customer’s service case, we have offered this customer a one-time
reselection of her chair. The customer accepted our offer for reselection of her chair. The customer will receive an in-store credit for the amount
that they paid to order new furniture at her store. The
customer was advised that they will be responsible for any price differences if
they choose something more expensive, and a refund would not be an available
option. The customer will keep the current unit in their home until the new
furniture arrives at the her store and return the chair to the store at the time of pickup of the new chair.We kindly ask that
this complaint be closed as the customer was very happy with the offer to reselect a new chair.Kindest regards,
La-Z-Boy Incorporated,***** ***********
E-Commerce Coordinator
CM #******
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