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
- 592 total complaints in the last 3 years.
- 86 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:07/17/2023
Type: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,
******* ****Initial Complaint
Date:07/11/2023
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 11/06/2020 I purchased a pinnacle power love seat. It was delivered on 11/18.
It was delivered broken so I had to get a replacement.
On 11/19/2020 I decided to exchange for a leather pinnacle power love seat. They delivered it on 12/23.
We purchased the 5 year protection plan on the original couch and now I’m being told that they didn’t transfer the warranty to the new couch.
I didn’t know this until I called and spoke to *** at the call center about a warranty issue I needed to make a claim on. She was extremely rude to me and said she wouldn’t help with my claim unless I paid a service fee of $160. She said I was out of warranty.
The leather is peeling in several spots. The back of the couch where it attaches to the side is now broken. It was only a matter of time before it broke because the manufacturer drilled the hole in the wood wrong. They drilled the hole in the wrong place so they decided to drill another hole because no one would see it. That caused the wood to become weak over time until it broke. I’m extremely disappointed with the quality of this couch.Business Response
Date: 07/17/2023
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.The customer has previously received a full replacement for his unit, this goes far beyond the warranty stated in the terms of sale. The customer is now 2 years beyond the manufacturer warranty for his 2nd unit and was advised service would be at a charge of $160/hr. We kindly ask that this complaint be closed as La-Z-Boy is abiding by the terms of the sale.
Kindest regards,
La-Z-Boy Incorporated,
***** ***********
E-Commerce Coordinator
CM #******Initial Complaint
Date:06/29/2023
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.
We ordered a couch from La z boy on 2/26/2022 and it was delivered on 8/20/2022. We started noticing fabric on couch was turning darker color and pilling in only 4 months. There is no reason for the couch to start showing this wear when it’s only used sparingly. We contacted La z boy with the issue and they sent out a 3rd party service and he said it shouldn’t be doing that. He wanted to recover all the cushions . Our problem with that is cushions will be one color and rest of couch will be another. We wanted couch to be replaced because it had to be a bad run of fabric and fabric is guaranteed for one year . We have repeatedly been put off with a resolution from customer service,store manager, regional mgr. want return our calls or emails. When regional mgr finally responded he said we turned a cleaning down which is not true. That will not fix the issue because fabric should not be turning color or pilling in 4 months. We paid 6317 dollars for a couch and chair and we want what we paid for. A quality couch!!!Business Response
Date: 06/03/2023
We currently have a service technician scheduled to clean the sofa and subsequently inspect the covers to see what else needs to be done
Customer Answer
Date: 06/06/2023
Complaint: ********
I am rejecting this response because: We are letting them clean and then replace the bottom cushions as they have requested to do. But, this will make the couch two different colors. The bottom cushions will be the correct color and the back of the couch cushions will still be the darker color and have the pilling on them. So, therefore their remedy will cause more of a problem as the couch will be two different colors. Then they will have to replace the rest of the cushions and then the arms of the couch as well if they are willing to do so. But, they are trying to drag this out until our year warranty will be null and void.
This is not acceptable business practice.
Sincerely,
******** *******Business Response
Date: 07/05/2023
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 Spanish Fort, AL, 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 888-296-9267.
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: 07/06/2023
Complaint: ********
I am rejecting this response because:The Spanish Fort, Pensacola and mobile store are all operated by the same owner. The customer care rep goes to all 3 stores. So this is not true. Not acceptable response from rep.
Sincerely,
******** *******Business Response
Date: 07/12/2023
Dear BBB,
The customer’s store of purchase, La-Z-Boy Furniture Galleries of Spanish Fort, AL, 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 customers store and were advised they are working with the customer on this issue. The store advises the customers concern is due to wear and not covered under warranty. The store has given them a professional in home cleaning and ordered replacement seat cushions. The store management team has been advised to continue working with the customer towards a resolution.
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:06/26/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On February 4, 2023 I placed an order for a couch and loveseat. On 3/8/23 I received an email it was in production; on 4/19/23 I received an email it was "in the planet". Another production email on 4/26/2023. Items were received approximately 6/26/23. On 6/31/2023 I called because of a defect in the workmanship of the loveseat. They sent someone out 2 weeks later. Gentleman took pictures, said it was defective and would have to be rebuilt. I went to the store, they agreed it was defective. Then ******** called to tell me nothing was wrong with it, but would offer me $ to keep it, and I was transferred to ******. I explained the situation and she said she would check with store manager and I have heard nothing more. The loveseat is nothing like what they sell in the store. ******** also said they had no pictures, the repair people took plenty of pictures. They can have the loveseat and the couch to match. After doing some research I see their quality of workmanship has declined immensely.Business Response
Date: 07/05/2023
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 approved by the La-Z-Boy customer service team for a reselection of her Loveseat. A
reselection is when the cost of the unit is issued back to the customer’s
original store of purchase so that they may choose a new unit. The customer has
been called on her primary and secondary phone numbers and a message left for the customer reach back out to our customer service team to go over process and get authorization from the customer before moving forward with the reselection process. Per the terms and conditions that were signed at the time of sale, refunds are not available. Once furniture is accepted into the home at delivery, we then follow the terms of the La-Z-Boy warranty for any manufacturing or material defect that is reported.
We kindly ask that this complaint be closed as we have have reached out to the customer to address the concerns listed in the complaint.
Kindest
regards,
La-Z-Boy
Incorporated,***** ***********
E-Commerce
Coordinator
CM #******Customer Answer
Date: 07/10/2023
Complaint: ********
I am rejecting this response because there is no loveseat replacement to match this set. I am still requesting a refund or a reasonable amount to keep it. At this point I do not trust the LaZBoy manufacturing process at all. Even the couch is not as firm as the one we sat in at the Orland Park location. After doing a bit of research of complaints through FB and your office, I see this is a common thing with owners of their product. I do not want to order another item through them and be in the same boat I am in now. The quality has really gone down hill.
Sincerely,
***** *. *****Business Response
Date: 07/18/2023
Dear
BBB,
Thank
you for alerting us to this customer’s reply.
A
reselection is when the cost of the original unit is issued back to the
customer’s store of purchase so that they may choose a new unit. The customer does
not have to purchase the same exact furniture that they had previously ordered.
However, if the customer chooses something that is more expensive than what
they previously paid, the customer would be responsible for the difference in cost. As
stated previously, refunds are not available per the terms that the customer
has signed.
We
kindly ask that this complaint be closed. The customer needs to continue to work with their store of purchase regarding the reselection offer.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Customer Answer
Date: 07/24/2023
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:06/26/2023
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.
We purchased a Finley chair that was delivered to our home on 7/9/2022. A month later, we heard a loud pop and found the head of a bolt on the floor. I reached out via the website and received an email to call 855-802-6636.
I called but never made it past hold music.
In may 2023, multiple loud pops occurred and more bolt heads appeared. Upon inspection the bolts sheared off the base and now the chair is somewhat hazardous to sit in.
I’ve reached out online and tried by phone. La-Z-Boy has ignored online requests and phone calls remain on hold for almost an hour before I have to give up and try again later.Business Response
Date: 07/03/2023
Dear
BBB,
We
are sorry for any frustrations that this customer has encountered throughout
their service experience.
The
customer did not include their address in their original complaint. 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:06/23/2023
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.
Harassment, by definition.
I have contacted them repeatedly to have them stop sending me their junk mail, yet they persist. In my last correspondence, I promised further action via BBB ... they ignored my request ... I continue to receive their junk mail as recently as yesterday ... hence this.
They stand no chance of further business from me, as their business model requires one wait weeks for them to build whatever they buy, so there's no benefit to them to continue soliciting me for any reason other than the satisfaction of knowing they are annoying a thoroughly dissatisfied customer ... which is exactly what they're doing.
People need to know Lazboy's perpetual vexing, which by definition is harassment, will continue frequently, consistently and will never stop before deciding if that's the cruise they want to sign up for when they buy from them.Business Response
Date: 06/30/2023
Dear
BBB,
We
are sorry for any frustrations that this customer has encountered throughout
their experience.
We
have forwarded the customer’s information to our mailing team and requested
that the customer is removed from the mailing list.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Customer Answer
Date: 02/06/2024
[BBB Transcription via Duplicate Complaint]
I have repeatedly asked this firm to remove my name from their distribution list. My purchase experience was so horrific, I no longer wish to be reminded of it. Knowing I am no longer a prospective customer, they know they can continue harassing me with their junk mail with no loss of future patronage. I suspect they likely find satisfaction with that malicious mindset. Prospective customers need to know of the vindictive nature of this firm so they understand by patronizing them, they are signing up for a lifetime of continued harassment.
Business Response
Date: 02/06/2024
Dear BBB,
Thank you for alerting us to this customers reply.
We have forwarded the customers request to be removed from our mailing list to our marketing team.
Kindest regards,
La-Z-Boy Incorporated,
******************
E-Commerce Coordinator
CM ******Customer Answer
Date: 02/06/2024
Complaint: 20223543
I am rejecting this response because:They've said this before ... and failed to honor my request.
I'm happy to have the BBB communication claiming they will take care of it though.
It will serve as leverage should I need to file harassment charges.
Thank you,
*********************************Initial Complaint
Date:06/21/2023
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.
The chair is defective. I paid for the extended protection and have not heard back I have called Laz Z Boy several times and also went to the store. No one is able to answer questions and there is never a manager on site to talk to. We have spent a lot of money there and I feel that because we are elderly they will not help us. We are asking for a full refund and want to return the chair. It has also scratched our hardwood floors because the base is metal. PLEASE HELP US.
Sincerely,
**** and ********* ******
************Business Response
Date: 06/26/2023
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 #******Initial Complaint
Date:06/20/2023
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 recliner in March and delivered May 20, 2023. It is extremely uncomfortable & absolutely nothing like the chair in the store. I had made many visits before finally purchasing "dream chair" as it was a pricey.
Wanted to give this chair a fair chance, but called the store on May 23 to make them aware of concerns regarding how uncomfortable it was & nothing like the one in the store. *** told me manager (*********) would call me when she comes in on May 26. She did not call.
On May 27, I called Lazy Boy. *** told me they were extremely busy for big Memorial Day sale. He put post it on *********'s computer for her to call me. She did not call.
On June 5, I called Lazy Boy and spoke to ****. He said he would have ********* call me.
Googled Lazy Boy Customer Service/Complaints & sent emails seeking assistance.
One June 6, ********* called & said she was on vacation. Said nothing she could do & told me to call Lazy Boy Comfort Care at 866-424-2433. Called & spoke w/*****, who opened case #******. Connected me to ********, who told me I am stuck with chair as it was custom order. She scheduled tech to examine chair for defect & advised I would hear from Lazy Boy upon review.
On June 9, Lazy Boy came to inspect chair. He said chair is very firm, &, looking at me, said it was going to take a very long time (if ever) for me to "break in" this chair. I'm 120 lbs.
On June 17, 2023, contacted Synchrony Bank as 1st payment was due & do not want to ruin credit. They documented all & advised I did not have to make payment until matter resolved.
At wit's end trying to be satisfied customer. Seeking help as recommended on Facebook "La-z-Boy Lazy Boy Dissatisfied Customers" group. Unfortunate I did not see amount of complaints before purchase. This was big purchase/investment made for health. Obvious I will never enjoy chair. Wanted to reselect/exchange chair, but at this point, would prefer to have my money back and purchase elsewhere.Business Response
Date: 06/23/2023
Dear BBB,
We
are sorry for any frustrations that this customer has encountered throughout
their 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 06/09/23. 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.
Please
be advised that 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. We cannot guarantee comfort since that is a subjective
experience; what is comfortable to one person may be uncomfortable for another.
The customer has
been offered courtesy compensation in the amount of $225.00 due to their dissatisfaction
with their unit; however, the customer has not responded to our offer with their
acceptance. Per the terms and conditions that were signed at the time of sale, full refunds are not available.
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: 06/23/2023
Complaint: ********
I am rejecting this response because:I am not, and will not, be satisfied with this recliner. La-Z-Boy offered $225 as compensation my discomfort?! Exactly what kind of offer is that when I paid almost $3,000 for this recliner that I cannot use? Is it to make me go away? Where does "customer satisfaction" come into play, La-Z-Boy?! I have never purchased furniture that had to be "broken in". And even if it did have to be "broken in", I should not have to be in pain when I use it! This recliner is awful! I purchcased it to help with health issues and I'm more miserable than ever after having used it! I have found two La-Z-Boy groups on Facebook with post after post about horrible furniture experiences from La-Z-Boy consumers from around the country. I only wish I had known La-Z-Boy is no longer the reputable company it once was before having made this expensive purchase. La-Z-Boy can hide behind a desk and computer, proclaiming their flawless furniture, but this recliner is absolutely awful. It's obvious La-Z-Boy couldn't care any less about quality or customer satisfaction. They fell over backwards to make the sale, but it took multiple calls to get a call back from the manager regarding my concerns after delivery (and the manager's call only came after my emails to La-Z-Boy corporate). Also obvious I, like the majority of the others in the two Facebook groups, will be stuck with furniture that is garbage and that I will never use. I waited such a long time to make this purchase and could never have imagined the nightmare it has turned into! I want La-Z-Boy to make this matter right! Either allow me to reselect for a different recliner or, preferably, pick up this recliner and provide a refund. If this recliner is so fabulous, La-Z-Boy will have no problem reselling it.
Sincerely,
**** ********Business Response
Date: 06/26/2023
Hello BBB,
We have
fully reviewed this customers concern and the customer was offered a $225 refund due to they're dissatisfaction with the unit. We consider the compensation to be a more than fair, as there is no defect in the furniture. Furniture is unique to each user and comfort is very subjective.
We will not be offering any further accommodations as La-Z-Boy is abiding by the terms of sale. The customer has been offered courtesy compensation in the amount of $225.00 due to their dissatisfaction with their unit; however, the customer has not responded to our offer with their acceptance. Per the terms and conditions that were signed at the time of sale, an exchange or full refund is not available.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: 06/27/2023
Complaint: ********
I am rejecting this response because:BBB, Although it did not end favorably for me, I am thankful for your attempts to resolve this matter. It is apparant that LZB will not/does stand behind their product. Comfort was the reason I purchased a recliner. This recliner is subpar (regardless of LZB's response) and hard as a slab. I will try to sell, or donate, recliner and purchase one from a reputable company (after saving.... again). What started out with excitement and anticipation ended up in disappointment and financial loss for me. A hard lesson learned, but I plan to share my story loudly and often so others do not make the same mistake as me.
Sincerely,
**** ********Initial Complaint
Date:06/20/2023
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.
Originally purchased a leather sectional in '19 and received delivery in Nov of the same yr. We chose to purchase from LaZBoy due to there Paws and Claws warranty which we purchased. We also intentionally bought leather furniture after extended research on the durability pertaining to pets as we have two large dogs. In Aug of '20 we submitted a claim for damage to the framing in one arm of the sectional and the brown finish waring off of two seats on the piece. A technician came to our home to assess the damage and from there LaZBoy decided to refund us the cost of the piece to go towards a selection of a new product with the stipulation that the new product could not be the same fabric. I have attached the determination email. We spoke with comfort care and store reps to clarify if the new fabric could be leather or not and we were told by both parties because of the fading on the first piece we would need to select a different material. We were hesitant as we did not think another fabric would withstand our dogs but were assured that if it didn't the "paws and claws warranty" would cover the pieces for 5 yrs. We received the new pieces on March 23 of '21. In April '22 I called comfort care to file a claim as our dog had put two small rips in the sofa. I was told by the rep that he would put in a repair ticket and would also email me my receipt if I needed it during the process. I received the receipt via email but never heard anything more regarding the repair ticket. I called back in June of 2022 to inquire why I hadn't heard anything and it was only then that I was told that I needed to put a ticket in myself with Serveco a third party warranty company. I put in a ticket with them stating that the damage was done in April and was instantly informed that because I didn't put in a claim within 30 days there was nothing they could do. I was never told this. LazBoy was no further help and only then did they tell me I could have purchased leather to begin withBusiness Response
Date: 06/23/2023
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, 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. If ServeCo has denied the customer’s claim, the customer
may contact La-Z-Boy’s service department at 855-802-6636. Repairs would be on
a charge basis as the damaged was caused by an in-home source and was not a result
of a manufacturing or material defect.
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: 06/24/2023
Complaint: ********
I am rejecting this response because: This issue only occurred because of miss information by your employees in store and through comfort care. We purchased leather that had a defect which was out of our control. When choosing a replacement we explicitly asked over and over if we could choose another leather piece and were told over and over no due to us already having an issue with the first sectional. Against our wishes and because we were given no alternatives we selected rejuvenated leather for our new pieces. When we were choosing this more than one sales associate urged us that even if there were to be damage it would be covered by the additional warranty we had to repurchase. We were never told about the very tight stipulations of what is actually covered. If we had been we would not have purchased. As stated before we did lengthy research into the furniture that would hold up best for us and that was leather and we chose to purchase with La-Z-Boy solely due to the "paws and claws" warranty which really seems to be a ploy to get people to waste there hard earned money. Serveco denied our claims multiple times but I feel the real issue lies with the bait and switch from your company.
Sincerely,
**** ******Business Response
Date: 06/30/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
At the time of sale, when the customer opts to add
an additional protection plan to their order, they are provided with a brochure
explaining the terms of the protection plan. This information can also be
located on ***********. It is the customer's responsibility to read and
understand the terms of the protection plan.
As stated previously, if ServeCo has denied the
customer’s claim, the customer may contact La-Z-Boy’s service department at
855-802-6636. Repairs would be on a charge basis as the damaged was caused by
an in-home source and was not a result of a manufacturing or material defect.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:06/20/2023
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.
My wife and I purchased a leather sectional sofa from LaZBoy along with some other living room furniture. When the sofa arrived, it had been packaged incorrectly. The entire side of the sofa had the leather destroyed from the wooden legs being packaged up against the leather. When we called and emailed many, many times - LaZBoy told us they would call back to send out someone to repair it. It’s been a year and they have not done anything to fix our sofa or offered to compensate us in any way. So we’ve purchased an expensive sofa that was ruined from day one.Business Response
Date: 06/23/2023
Dear BBB,
We are sorry
for any frustrations that this customer has encountered throughout their
service experience.The customer’s
store of purchase in Oregon is independently owned and operated. La-Z-Boy
Incorporated does not have access to the store’s customer records.
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
******
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