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

  3050 Berlin Tpke Newington, CT 06111

• 

  La-Z-Boy Furniture Galleries

  2035 Mackenzie Way Cranberry Township, PA 16066

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:08/02/2023

  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.

  Jan 2023 ordered furniture (no order# store in **** ***** *******). Received partial order June 2023. Did not accept sofa/chaise that was dirty & damaged. Store manager had it repaired but still charging us full price. Unacceptable to us so we will not take delivery. States will need a 30% restock fee from us. Unacceptable as this is La-Z-Boy quality issue. We want a full refund of the amount of the sofa/chaise plus the tax on that amount plus partial delivery fee that we already paid (total $5,002.64).

  

  Business Response

  Date: 08/03/2023

  Dear
  BBB,
  
  We
  are sorry for any frustrations that this customer has encountered throughout
  their purchasing experience.
  
  The
  customer’s store of purchase is independently owned and operated. La-Z-Boy
  Incorporated does not have access to the store or store’s service department’s customer
  records. We have contacted the customer's store of purchase and requested that they
  contact the customer to assist with their concerns.
  
  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
  ****** 

  Customer Answer

  Date: 08/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:07/31/2023

  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.

  while purchasing a sofa bed from lazy boy was advised by sales person/manager that we could buy a pet policy for additional $194 that would cover any damages from our pets.
  it was good for 5 years I had one year remaining on policy.
  the pet code was even highlighted I thought this was great.
  
  She never told us of any exclusions what so ever. none.
  So after our cat scratched the sofa I contacted lazy who referred me to comfort care that referred me to servpro a 3rd party that does the insurance claims.
  They refused and said only rips and tears are covered???? really
  I contacted lazy boy and wanted my money for the insurance since it Was useless and any exclusions should have been advised and high lighted. very disappointed in this feel like a real sad way to make customers buy the useless insurance.
  spouse is the veteran

  

  Business Response

  Date: 08/03/2023

  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. 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.
  
  As
  the customer’s concerns would not be covered under warranty by La-Z-Boy the
  manufacturer, due to the concerns being a result of in home damage rather than
  from a manufacturing or material defect, we recommend that the customer seek repairs
  from a local upholsterer to assist with their fabric concerns. Repairs would be at
  the customer’s expense.
  
  We
  kindly ask that this complaint be closed as the customer's concerns do not fall under warranty. 
  
  Kindest
  regards,
  La-Z-Boy
  Incorporated,
  ******* *
  E-Commerce
  Coordinator
  CM
  ****** 

  Customer Answer

  Date: 08/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    service plan was purchased from lazboy not servpro and the details of the fine print were not explained to us. 

  never would have purchased a five year plan.

  was charged for the protection plan that was told covered all pet issues.
  In the pamphlet under pet plan codes reads as follows.
  
  Provides all coverage applicable to fabric and leather as well as rips and tears caused by pets.
  
  if the snags were not be covered I should have been advised.
  
  Thanks so much
  
  **** *********
  

  
  

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

  

  Business Response

  Date: 08/04/2023

  Dear
  BBB,
  
  Thank
  you for alerting us to this customer’s reply.
  
  It
  is the customer's responsibility to read and understand the terms of the
  protection plan. When the customer signed for their purchase, they agreed to
  the terms of warranty, both with the manufacturer and with the third-party
  company, ServeCo.
  
  We
  kindly ask that this complaint be closed.
  
  Kindest
  regards,
  La-Z-Boy
  Incorporated,
  ******* *
  E-Commerce
  Coordinator
  CM
  ******

  Customer Answer

  Date: 08/04/2023

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

  When the sales person answers my question if cat damages occur are rhey covered and sales person said yes.I trusted the rep to tell the truth

  which she did not and lied to our face regarding coverage..

  
  
  
  
  **** And ***** *********

• Initial Complaint

  Date:07/28/2023

  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.

  This is my second complaint filed. The first one was closed after La Z Boy responded and said they were sending a replacement sectional. This replacement sectional was delivered last week and two of three pieces have issues (one has been previously repaired and looks just like the one I just returned, the seating is soft as well, and the back of the middle piece is not stable). I asked that they just pick this furniture up and return my money as it's apparent that their quality control is not high. They have already called to state that "Corporate" says this is just how the couch is and there is nothing to be done.

  

  Business Response

  Date: 08/03/2023

  Dear
  BBB,
  
  We
  are sorry for any frustrations that this customer has encountered throughout
  their purchasing experience.
  
  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. We have
  forwarded the customer’s additional communication over to their store of
  purchase for review and asked that the customer is contacted.
  
  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:07/27/2023

  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.

  We purchased a leather sectional/recliner from this company on September 1, 2019. Within a year of purchase, the leather fabric began peeling from one of the headrests. We also purchased an extended protection plan for this sectional. We have been in contact with both the store, customer service and the protection plan company throughout the past 3 years without any results. Customer service has blamed it on normal wear and tear, dirt, hair oil. The protection plan will not cover it since it was not an isolated incident (eg tear, stain).
  Since there has been no other problem with the other parts of the sectional, it leads me to believe that there was some defect in the fabric.
  I am turning to the BBB as a last resort to rectify this issue.
  Thank you

  Lazboy furniture gallery
  1690 Highway K
  O Fallon MO, 63366
  6363793945

  

  Business Response

  Date: 08/03/2023

  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: *************************************************************
  
  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. 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.
  
  Upon
  reviewing the customer’s concerns, we also found that the customer took delivery of
  their furniture on 11/07/2019. The customer contacted their store and our
  service department to report concerns with the leather flaking off, for the first
  time on 12/27/2021, one full year outside of warranty. Our service department
  requested photos from the customer and after review, the customer was offered a
  discount off of a new purchase as a courtesy, since they were outside of the
  warranty for repairs. We did not hear from the customer again until 06/05/2023,
  when the customer contacted us back to again report the concerns with the
  leather. The customer was again offered a 15% discount off a new purchase, to which
  the customer did not accept.
  
  Considering
  that the customer is now 3.5 years outside of the warranty for leather and
  labor, repairs would be on a charge basis. If the customer would like to proceed
  with ordering replacement leather and scheduling an appointment with one of our
  technicians, they may contact our service department back at 855-***-****. Our
  offer of a discount off a new purchase is also still available if the customer should
  choose to accept.  
  
  We
  kindly ask that this complaint be closed as the customer has been offered
  repairs or the option of a discount off a new purchase. We are waiting for the
  customer to advise us on how they would like to proceed.  
  
  Kindest
  regards,
  La-Z-Boy
  Incorporated,
  ******* *
  E-Commerce
  Coordinator
  CM
  ****** 

• Initial Complaint

  Date:07/26/2023

  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.

  Earlier this year we bought a sofa from Laz-Y-Boy. At first everything was great. To pay we used a certify bank draft. After we received the Sofa I got a phone call stating that they "lost the draft". When we advised our bank they stated that it was like cash and they were responsible, Also that we would be on the hook if the draft was cashed by a staff member. I then returned to Laz-Y-Boy and informed of the conversation with my bank. Laz-Y-Boy head office then called and told us that they wanted to pick up the sofa for none payment. In the end I was able to get a new draft and provide them with full payment again.
  
  
  When we got the Sofa we were informed that it would be covered for full cleaning services when the sofa got stains form kids, dogs and just life. " just call and they will come and clean". While that was a lie. We were informed by the staff within the warranty department that they needed photos of the area that needed to be cleaned and that you only had 14 days to claim the damage.
  
  Laz-Y-Boy has not lived up to any of the service that they claim to be known for.

  

  Business Response

  Date: 08/02/2023

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  The customer’s store of purchase is located within our Canadian marketplace. La-Z-Boy Incorporated USA does not have access to the Canadian La-Z-Boy store’s customer records. We have reached out to the customer to identify the La-Z-Boy location he purchased from and will contact the store on his behalf and request that they contact the customer to assist with his concerns.
  
  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:07/24/2023

  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.

  We purchased 2 Rocker Recliners in February of 2021. They were delivered October of 2021
  We have been calling the store, and the service dept to get these chairs repaired since just a couple weeks after purchase. The chairs flip over backwards when in reclined position (once while my husband had our baby grandson on his lap). They shift laterally on their bases when rocking in them causing noise and are wearing thru the leather on the underside because they do not maintain position. They are loud.
  I have called repeatedly since Nov. Of 2021 to get repair, and have spoken to multiple people in the store and been assured I would be contacted by the service department. I have NEVER received a call back from either the store or the service department. At this point I just want my money back so I can buy safe, working chairs. I do not feel safe allowing my elderly parents, or grandchildren to sit in these chairs as I am afraid they will be hurt.
  I paid $1064.79 for one and $1064.80 for the other.
  I spoke to the store manager again today and was told there is not a single note about any time I have called. I am exhausted with trying to get warranty service and believe it is long past time for this to have been done. I have no faith that any other furniture purchased from them would result in better service and therefore do not want to be given a store credit

  

  Business Response

  Date: 08/01/2023

  
  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: 08/02/2023

  
  
  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. 

  I sent the information requested back to  Lazy Boy on Aug 1, 2023. The Peoria IL store has the information as well.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 08/02/2023

  Dear BBB,

  We see that the customer has accepted our response however the BBB categorized the response as a rejection, can you please advise if we can be of further assistance.  

  Kindest regards,
  La-Z-Boy Incorporated,

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

  Customer Answer

  Date: 08/03/2023

  I sent the information requested back to  Lazy Boy on Aug 1, 2023. The Peoria IL store has the information as well.

  

  Business Response

  Date: 08/03/2023

   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. 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: 08/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have been trying for a year and a half to get a  response from the store and the service dept. I do not want to close this until action has been taken by the company to rectify the ongoing situation. So far I have only been given a vague indication that the service dept will contact me at some time. No indication of when that will be was given.

  I have little faith that anything will be done or aven a timeframe. I believe I have been more than patient.
  

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

• Initial Complaint

  Date:07/24/2023

  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.

  We bought a couch with la-z-boy with an extended warranty. We were told that it had a limited lifetime warranty that covered the frame for the life of the couch, and a 5 year where they'd fix absolutely anything. Fast forward 2 years and our couch broke today, we called to get it warrantied and they explained that the warranty only covers parts and not labor and that it'd be $600 to fix.
  
  We were specifically told that for 5 years they'd fix stains and everything on our couch no questions asked, and that the frame would be fixed for free forever.

  

  Business Response

  Date: 07/25/2023

  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: ************************************************************.
  
  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. We, La-Z-Boy, does
  not have access to the third-party warranty company’s customer records.
  
  The
  customer may contact their protection plan company to file a claim if their
  concerns fall under that plan’s coverage. Otherwise, the customer may contact
  La-Z-Boy for service under the manufacturer's warranty as quoted above.
  
  Kindest
  regards,
  La-Z-Boy
  Incorporated,
  ******* *
  E-Commerce
  Coordinator
  CM
  ******

  Customer Answer

  Date: 07/25/2023

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

  This was only explained after trying to use the warranty.  When asked to explain the limited warranty while buying the couch I was told that the frame would be completely covered, only to find out that the labor for fixing it isn't covered.  We specifically asked how to have it fixed and all that and they just said that someone would be sent out and it'd be fixed for free for life if it's a frame issue.

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

  

  Business Response

  Date: 07/26/2023

  Dear BBB,
  
  Thank you for alerting us to this customer’s reply.
  
  La-Z-Boy’s manufacturer’s warranty
  has been in effect since August 1, 1992. When the customer made their purchase,
  they signed and agreed to the terms of service.
  
  We kindly ask that this complaint
  be closed as the customer has been offered services under the manufacturer's
  warranty.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ******

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a service warranty at Lazyboy for a producstI bought from Lazyboy. I called in a claim almost 6 months ago and the item remains broken and the repair is in a situation where the repair man says he doesn't have the parts and the company says he does. They differ and my chair remains broken. I have asked for a call from a supervisor and lazyboy CS rep says they do not have supervisors????
  
  I just want a working chair, I need it with my health condition.
  Lazyboy CS claim is ******

  

  Business Response

  Date: 07/24/2023

  ONCE AGAIN… this case is directed to the wrong location.
  La-Z-Boy Furniture Galleries of Toledo is an independent La-Z-Boy dealer with two
  stores in Toledo, Ohio. We have NO affiliation or authority to service any
  consumer that didn’t purchase in Toledo, Ohio.
  We’ve notified the BBB on numerous occasions regarding this situation,
  and they continue to send cases outside of Toledo, Ohio to us.
  We ask the BBB to remove this case from our file and make
  sure this is NOT a negative on our BBB grade.

  

  Business Response

  Date: 07/25/2023

  Dear
  BBB,
  
  We
  are sorry for any frustrations that this customer has encountered throughout
  their service experience.
  
  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, does not have access to the third-party warranty company’s customer
  records. We had contacted ServeCo and were advised that the customer is
  scheduled for a service appointment with them on August 8th, 2023.
  
  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:07/18/2023

  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 Lazyboy reclining sofa and reclining loveseat on 9/2/22. Paid $5450.00
  One month in we noticed the right side of the loveseat was sinking in the back. I called in October to report this and spoke with ***** ******** in Atlanta (**** ********. ***** sent ****** (**** ******** from Jacksonville out to verify the loveseat was sinking. Then ***** ordered a new seat for that side of the loveseat. It was suppose to be in and delivered by late November, received a call saying that leather color was on backorder and it would be in mid December. We keep getting put off over and over again. Finally the end of April 2023, ******'s husband came out with the right side of seat to replace. Then I let him know the other side was sinking, he verified and said he would call the order in. Didn't want to take the loveseat apart to replace the right side until the left side seat came in and I was ok with this. So in April the left side seat of the loveseat was ordered. It was suppose to be here in June. Delay after delay and now ***** will not return my calls. I even called ***** ******* (**** ******** ***** and he has yet to get back to me. I emailed ***** ******** (CEO) ************ and she has not responded. I would prefer a full refund of all money I paid for this defective furniture. This is defective. Notice on the loveseat photo where the back of one side is higher than the other side. We haven't even sat on the sofa and it may very well have the same problem. It is now mid July and no response. Please help.

  

  Business Response

  Date: 07/19/2023

  
  Dear
  BBB,
  
  We
  are sorry for any frustrations that this customer has encountered throughout their
  service experience.
  
  The
  customer’s store of purchase is independently owned and operated 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.
  
  Kindest
  regards,
  La-Z-Boy
  Incorporated,
  ******* *
  E-Commerce
  Coordinator
  CM
  ****** 

  Customer Answer

  Date: 07/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I want to see if Lazyboy will actually repair or replace this loveseat.  I did receive a call yesterday saying the leather should be in and this should be shipped for repair within 2 weeks.  I will believe it when I see it.  It's been 10 months now sitting on defective furniture.  So once this is repaired or replaced, I will address the situation of the complaint.
  
  
  
  Sincerely,
  
  
  
  ******* And ****** ****** ******

• Initial Complaint

  Date:07/17/2023

  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 ordered a chair from La-Z-Boy Clay on 2/24/2023. I was told it would be 6-8 weeks for arrival. After waiting the allotted time, I contacted the store, each week I was told it would be another week or 2. On May 19th I called and was informed that the chair was available for pick up. Upon arrival it was found to be damaged. I was told it would be another 2-3 weeks for repair. I requested it be expedited as it had already taken much longer than the 6-8 weeks promised. It has now been an additional 6 weeks and I have been told that it will be another 2-3 weeks for the repair man to arrive. I have requested a refund on numerous occasions and have been denied.

  

  Business Response

  Date: 07/19/2023

  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. We have forwarded the customer’s
  communication over to their store of purchase and have requested that the customer
  is contacted.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ******

  Customer Answer

  Date: 07/19/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ****