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

  227 Federal Rd Unit 7 Brookfield, CT 06804

• 

  La-Z-Boy Furniture Galleries

  100 Quinn Drive Pittsburgh, PA 15275

• 

  La-Z-Boy Furniture Galleries

  2035 Mackenzie Way Cranberry Township, PA 16066

• 

  La-Z-Boy Furniture Galleries

  3750 Route 42 Turnersville, NJ 08690

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:03/14/2025

  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 purchased a part and never even opened the box, I needed to return it since I no longer needed and they then told me after I called to return, that they had a NO RETURN policy that was not ever shared with me.
  
  Support Email: *********************
  La-Z-Boy
  Account #: **********
  Subject Name: *** ********
  Amount Paid: $239.58
  Payment Date: 2/24/2025, 4:18:42 PM
  Transaction Type: Credit Card
  Card Type: VISA
  Card Number: xxxxxxxxxxxx****
  Card Holder: *** ********

  

  Business Response

  Date: 03/17/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has
  encountered throughout their purchasing experience.
  
  Upon reviewing this customer’s concerns, we found that the
  customer has been refunded the cost of the part.
  
  We kindly ask that this complaint be closed as the customer
  has received their desired settlement and has been refunded.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******
  Executive Escalation Specialist
  CM # ******

  Customer Answer

  Date: 03/18/2025

  
  
  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:03/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a La Z Boy recliner from ****************** in ***********, ** on May 17, ******************************************************************************************************************* July 2022. I was able to use it but in June of 2023 the remote and the controls stopped working. Johnsons sent a repair person to look at it and they ordered parts to fix it. The parts did not arrive until September 2023 but didnt work. Johnsons kept contacting la z boy to try to resolve the problem and this went on till Sept. of 2024 when finally I was told that a company I think *** was the name would come and pick it up to take it for repair. When I contacted them they did not have an order from Lazboy. Now I am being told that I have to order and pay for the parts because it is not under warranty. I dont agree since it had only been in my possession for a little over 10 months when it stopped working and la z boy could never explain what was needed to repair it. In addition I have two friends with the same exact model who have had the same issue. However they had theirs for about 14 months before the chairs stopped working. I would like to have the chair repaired at no cost to me since it is most likely a defect or replaced with a similar model. During the time I waited for the chair to be delivered I did purchase a love seat from La z boy in ***** Texas and have had no problem with it. I do believe this recliner is defective since Johnsons did replace most of the parts and could not get it to work. This has gone on for way too long and I would like some resolution soon. If you need documentation of all this please contact ****** at Johnsons furniture ************.

  

  Business Response

  Date: 03/12/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  The customers store of purchase, ************************, ***********, ** , is independently owned and operated. ********************* does not have access to the service departments 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 #. ************
  
  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,
  *********************,
  ********
  Executive Escalation Specialist
  CM #******

  Customer Answer

  Date: 03/12/2025

  
  Complaint: ********
  
  I am rejecting this response because: Johnsons Furniture Repair is not the problem. They are willing to repair the chair. The LA Z Boy service is the obstacle not Johnsons. They can not advise and send parts needed for the repair despite ********* efforts to get an answer. As stated in my complaint this is a LA Z Boy problem as my two friends purchased their chairs in **************** and they have the same problem. I am collecting all the documentation regarding the lack of response from La Z Boy and the idea that a chair owned that only functionee for 10 months is not under warranty.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 03/13/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  The customers store of purchase, ****************************, is independently owned and operated. ********************* does not have access to the sales or service departments customer records. ********************** does not provide service or handle service for independently owned and operated dealers. We have no record of contact from the dealer regarding this customer. We have contacted the service department 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,
  *********************,
  ********
  Executive Escalation Specialist
  CM#******

  Customer Answer

  Date: 03/13/2025

  
  Complaint: ********
  
  I am rejecting this response because: The original parts that were sent for the merchant to repair the chair did come from La Z Boy and the chair was purchased through La Z Boy it was not on the show room floor at Johnsons furniture. They did use the La Z Boy supplied parts to try the repair and continued corresponding with La Z boy to try to establish a way to fix this model. It is a definitely defective chair as noted my friends purchase from a La Z Boy outlet in ***** and had the exact same issue. This would have happened wherever the chair was purchased and it is their brand, If it is not the corporate office that is responsible for a defective item with their name brand than who deals with La z Boy products in *****. I will send documents from Johnsons next week when I have time to pick them up.

  Thanks, ****** M. *******
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a double chair set up. The remote stopped working. I have contacted the store numerous times as well as the customer service line to get this resolved and nothing ever happens. Every time I call in I get a different response and that someone will follow up with me. Which has never happened. I would like either my purchase to be exchanged or fully reimbursed.

  

  Business Response

  Date: 03/06/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer
  has encountered throughout their purchasing experience.
  
  The customer’s store of purchase in Redding, Ca  is independently owned and operated. La-Z-Boy
  Incorporated does not have access to the store’s customer records. We have
  contacted the store and requested an update on the customer’s order. Once a
  response has been received, the customer will be contacted with an update. 

  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:02/25/2025

  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.

  **** was purchased from ******** furniture store (*******, **) on 1/18/2020. At the time of the purchase, sales **** convinced me to add a 5 year protection plan, which according to her would cover any issues related to the sofa's fabric, nail heads, wooden legs, inside cushions/springs as well as any mechanical problems. Over the years, the following has been noticed: the color of the sofa nail heads has faded, the left front foot of the sofa has been scratching my wooden floors, the middle and left side seat cushions as well as middle and left side back cushions are not providing much support-cushions are dented after years of use and metal pieces from the mechanical part which allows the sofa to recline has fallen out, hence why a service request was submitted prior to the expiration of the warranty. However, today, I have received an email stating that what needs to be repaired is not covered by the protection plan purchased.I am very taken back and feel taken advantage of. Sales **** who sold the item-****** ******** only cared about making a sale and not providing the consumer with quality customer service hence, why I am requesting support in having these repairs completed. If not, I am asking to be fully reimbursed for the $200 that I paid for the 5 year protection plan.

  

  Business Response

  Date: 02/27/2025

  Hello BBB, 
  Thank you for forwarding the customers complaint regarding their Serveco protection plan that was purchased at the time of their sofa purchase in January 2020.  The protection plan is a third-party policy that can be purchased for accidental damage, power mechanism repairs and stains to the product.  I have reviewed their claim with Serveco who have indicated the concerns the customer is experiencing are a result of normal wear and tear of the product, therefore, is not covered under their warranty.     

  
  I have attached our ******** warranty hang tag for the customer.  The customer is currently still within our five-year warranty for their upgraded seat poly cushions for the unit and the replacement nylon glide for the bottom of the leg can be provided as a courtesy.  The replacement blown fiber batting back cushions would be on a charge basis and all labor to install any of the necessary replacement parts is out of warranty at the current time.  Our Labor rate is $160 per hour and depending upon exactly what may need to be replaced an estimate can be provided.  It was also indicated there were some type of mechanism parts that may also need to be replaced, and it would need to be determined what parts may be needed for that repair.   The Reclining mechanism parts are under warranty for the parts; however, if any electrical parts are needed, those parts are out of warranty and would be on a charge basis.  The nail head trim is showing normal wear over time and was warranted for one-year. 

  
  If the customer would like to have an estimate for the necessary repairs, they may contact our ************ team at ************ and reference service ticket *********** to schedule a virtual technician visit at no cost if the customer is able to do this with a smart phone.  If the customer needs an in-home visit to evaluate the unit there would be our $160.00 service fee, which does include up to the first hour of labor for any service they choose to move forward with.  We look forward to assisting the customer further by reviewing their service concerns and advising them what repairs can be made for the product.  We are unable to assist the customer with their request to refund the cost of their protection plan.  Thank you. 

  
  Regards, 
  ******
  

  
  

  Customer Answer

  Date: 03/02/2025

   
  Complaint: ********
  
  I am rejecting this response because: at the time of the purchase the sales ***. ***** mentioned anything stated on the business response. As previously mentioned, when warranty was purchased, *** on sales receipt clearly stated that I would be covered for anything, and she made sure to specifically mention the sofa cushions as well as mechanical ***airs. I am very taken back that the company is choosing to charge me for parts / service fees instead of doing what's ethically correct. I should not and will not be held accountable for the unprofessionalism and lack of knowledge of the *** that took advantage of me and lied just so that she can get her commission.  
  

  i am asking that all the ***airs are done free of charge. As far as the mechanical aspect, as previously mentioned, mechanically the sofa is working well however when the sofa has to be turned over to take the pictures requested, some screws fell out therefore, this needs to be checked.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/05/2025

  Hello BBB, 
  We understand the customers unhappy with what we are advising regarding our warranty and their Serveco protection plan; however, the customer would have received a warranty tag on the product at the time of delivery which explained our warranty in full and would have received a copy of the Serveco protection plan she purchased at the time of the sale which contain the full details regarding what they cover and do not cover.  There is no way to know what was discussed regarding the warranty or the protection plan at the time of the sale almost five years ago; however, we do stand behind the integrity of our stores.  
  At this time, we can only offer to work with the customer to assist with the repairs as previously outlined. In addition, I will offer to cover the initial $160 labor for the unit to be evaluated further.  If they would like to proceed with the service as indicated please contact our ************ team at ************ and reference their service ticket ***********.  Thank you. 
  Regards, 
  ****** 
  
  

  Customer Answer

  Date: 03/07/2025

   
  Complaint: ********
  
  I am rejecting this response because: as it has been indicated in the response received there is no way of determining what was discussed at the time of purchase so, why am I as a customer being penalized for the carelessness of the *** at the time?  Even if tags had been attached at the time of delivery a customer normally wouldn't feel the need to double check what she was promised. At that time, I didn't see the need why I should have doubted the info that I was originally given however, you could rest assured that I will not make this same mistake again

  Given said this, I am asking for the following in order for this to be settled:

  1. Seat cushions to be ***laced on seats included in the original. Plain. Please keep in mind that when I purchased the sofa, I purchased seat cushions with gel not poly.

  2. Nylon glide for the bottom of the leg

  3. Replacement blown fiber batting back cushions for backs included on the claim 

  4. For the reclining & electrical mechanisms to be checked and parts needed to be ***laced free of charge. I cannot afford and will not be held responsible to pay for labor or parts needed.

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

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/12/21 purchased *wo recliners for ******* and an ex*ended warran*y. Las* year 11/24 no*iced *he recliners handle is lose and damaging *he lea*her. Tried *o go *hru *he ex*ended warran*y which was denied (company go* bad reviews from BBB). Nex* *hru la z boy, af*er *wo vir*ual visi*s i* was de*ermined *he frame is cracked. Af*er being ignored, lied *o, and several e-mails/phone conversa*ions *heir end of *he s*ory is... we ll replace *he frame, give you *he nails and discoun* *he labor. We will no* be responsible for *he lea*her as i* is no longer available. All *his claiming because *he warran*y has expired on cer*ain i*ems. If *he lea*her was covered *hey don * have i*. In shor* *hey will fix *he chair only if I m willing *o pay for *he labor/par*s. I asked if a spring broke and pu* a hole *hru a cushion would you replace *he spring and charge *he homeowner *he labor and *he cos* of *he ma*erial? Yes was *he response, nice lack of liabili*y, Their i*em failed and *hey are dumping *he cos* on *he owner. Le*s see if *he au*o dealers dump *he cos* of ins*alla*ion of *he replacemen* of Taka*a air bags.

  Customer Answer

  Date: 02/25/2025

  La-Z-boy at

  *************************

  ***************. 60467

  

  Business Response

  Date: 02/27/2025

  Dear BBB,
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  Upon reviewing the customers concerns, we found that the customer has been approved for a reselection of their Kirkwood Rocking Recliner. A reselection is when the cost of the unit is issued back to the customers original store of purchase so that they may choose a new unit. Once the paperwork for the reselection has been completed, the customer will be contacted and advised on the next steps.
  We kindly ask that this complaint be closed as the customer has agreed to receive a reselection of their unit.
  Kindest regards,
  *********************,
  Ashleigh

  Executive Escalation Specialist
  CM #******

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22982115
  
  I am rejecting this response, my wife and I visited the store and the unit is no longer available, the sales rep ********* checked high and low and we were told it has been discontinued. It appears like everything else nail headed furniture has moved on. Our original purchase was for a matching set of chairs that are in our rec room, a replacement would leave us with MISMATCHED chairs. I searched the Internet and one may/may not be found of course not at a ******** store.      
  
  Sincerely,
  
  *********** ******

  

  Business Response

  Date: 03/04/2025

  Dear BBB,

  ********
  offers a limited lifetime warranty on the parts of the frame, mechanism and springs, against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric, leather and standard foam padding have a one year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. Electrical components are covered for 3 years, and labor to repair or replace any defective parts is also covered for one year from the date of delivery of the furniture.

  We have offered the following options to resolve the customer's concern:

  Option 1: We can replaced the damaged frame and discount labor. The customer would need to seek a local upholster or leather restoration company, such as Uniters *************, to repair the damage to the leather.

  Option 2: We can provide a one-time courtesy reselection on the damaged unit only. A reselection is when the cost of the unit is issued back to the customers original store of purchase so that they may choose a new unit.

  At this time, no further accommodations as ******** has offered options outside the terms of the manufacturing warranty.  We kindly ask that this complaint be closed.

  Kindest regards,
  *********************,
  Ashleigh
  Executive Escalation Specialist
  CM #******

  Customer Answer

  Date: 03/05/2025

   
  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. It is a shame that that it has taken 5 months to resolve this issue, and just how one sided the warranty/extended warranty is. Maybe the new chair will last longer then 3 years. Never again. 
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:02/20/2025

  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.

  The ******** Pinnacle Wall Reclining Sofa is nowhere the same quality as the sofa that is on display in the Tacoma showroom. To us, we would consider it bait and switch. The sofa on the showroom floor does not have a big gap between the right and center back cushions that you can see right through. The sofa delivered to us does. The reclining mechanism on the showroom floor model is tight in operation. The reclining mechanism on the sofa delivered to us is loose and sloppy and not tight. We had ******** Comfort Care here two days after delivery to inspect the sofa for the above complaints. The tech. agreed about the gap in the cushions but stated everything else we felt was wrong with the sofa we were delivered is normal. Nothing, in his words is wrong with our sofa.

  

  Business Response

  Date: 02/21/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  Our Escalation team has been in contact with the customer and ticket is currently under review. Once the review has been completed, the customer will be contacted.

  We kindly ask that this complaint be closed as the customer will need to continue to work with our escalation team. 

  
  Kindest regards,
  La-Z-Boy Incorporated,
  *****,
  Executive Escalation Specialist
  CM #******

• Initial Complaint

  Date:02/20/2025

  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.

  Received love seat Dec 4, 2024. Delivery men couldn't put it together and said it was broken. Have had a technician out twice since then to try to fix it. He can't fix it. Left chair doesn't fit into console correctly, console wobbles, and right chair doesn't have the right panel to connect it to the console.

  Customer Answer

  Date: 01/21/2025

  ******** Home Furnishings & Dcor
  *****************
  ************************

  

  Business Response

  Date: 02/21/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  Upon reviewing the customers concerns, we found that the customer has been approved for a reselection of their three piece sectional. A reselection is when the cost of the unit is issued back to the customers original store of purchase so that they may choose a new unit. The paperwork was completed and customer has reselected.
  
  We kindly ask that this complaint be closed as the customer has agreed to receive a reselection of their unit.
  
  Kindest regards,
  *********************,
  *****. 
  Executive Escalation Specialist
  CM #******
  

• Initial Complaint

  Date:02/19/2025

  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.

  My wife and I bought 2 recliners from Lazy Boy and purchased all of the extra warantees they offer. My recliner had lost all of the support/ firmness to the point that it hurts your back to sit in it, these were the firmest chairs they sell, thats why we got them, so we could have good back support for back injuries.
  I called them to ask if they could do anything about the sagging, they said the warrantee would cover it, when I sent them pictures of the chair they told me they dont cover sagging due to manufacturing, I called the store where we purchashed them, they said that wasnt right and would look into it, but did not. These chairs cost $2,367.27 and they lasted one year.

  

  Business Response

  Date: 02/20/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer
  has encountered throughout their service experience.
  
  La-Z-Boy offers a
  limited lifetime warranty on the parts of the frame, mechanism and springs,
  against manufacturing defects, for as long as the original purchaser owns the
  product and can supply their dated receipt as proof of purchase. Fabric,
  leather and standard foam padding have a one year warranty, against
  manufacturing defects, from the date of delivery of the furniture into the
  customer's home. Electrical components are covered for 3 years, and labor to
  repair or replace any defective parts is also covered for one year from the
  date of delivery of the furniture.
  
  At the time of sale,
  select La-Z-Boy retailers offer additional protection plans through various
  third-party companies, who offer coverage on an assortment of concerns that
  fall outside of the manufacturer's warranty. Upon reviewing this customer’s
  concerns, we found that the customer purchase a protection plan through a
  company called ServeCo. 

  As ServeCo is a third-party company, La-Z-Boy is unable to overrule their decision to deny a claim for any reason. If the customer disagrees with ServeCo’s decision to deny their claim, they will need to continue to work with ServeCo.

  We have forwarded
  the customer’s communication to the store of purchase for review. Once the
  review has been completed, the customer will be contacted.
  
  Kindest regards,
  La-Z-Boy Incorporated,

  Executive Escalation
  Specialist

  CM #******

  Customer Answer

  Date: 02/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Lazy boy lied to me when they sold us the 2 recliners, they said everything was covered for 5 years including springs in the seat or back cushions, the "Third Party" company they use for "warrantee" did not come and inspect the chair, they said the chair was manufactured wrong, this is a bad company. I was taken for a lot of money and will tell anyone who will listen not to buy from lazy boy, but also that the BBB may not be the answer to a problem, this seems pretty clear cut.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:02/18/2025

  Type:Billing 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.

  On 11/30/2024, I placed order #********** online through the ************ ecommerce site. The payment method selected was Affirm who set up a credit of $2,841.00 which was the cost of the sofa and love seat to be manufactured and delivered to me for no charge. On December 6, 2024, Affirm processed to payment of $2,841 to ********* On December 22, 2024, ******** collected only $1,249 for just a deposit. ****** closed the additional funds not allowing the $1,592 to charge by ******** who refunded it. February 10, 2025, contacted me to set up delivery and informed me that I have to pay them the $1,592 directly since the card set up with Affirm 'expired'. ******** had me call Affirm which was not willing to let me have a new credit to charge the $1,592 again. Now my furniture is being held in the ************** warehouse of ********, I have made payments to Affirm totalling $570.78 of the $1249 deposit. ******** is giving me only 30 days from February 10, 2025, to pay the additional $1,592 or they will cancel the oder and keep 10% as a stocking fee. I spoke to them today and the man said he would talk to his supervisor when she comes in. I already spoke with a lady last week who gave the options mentioned. I waited 3 months for my furniture and now it is trapped. I still have 19 days before the hold on my Affirm account may be lifted. ******** should have taken their money and kept it not to put the customer in such a bad spot. ******** knew there would be a problem since card active only 24 hours is noted in attached e-mail.

  

  Business Response

  Date: 02/20/2025

  Hello BBB team,

  We have reviewed the customers concerns and understand her disappointment in not scheduling delivery of her purchase as of yet as a result of the outstanding balance for the purchase.  
  Our terms and conditions of the sale indicate the customer is charged an initial deposit for half the cost of the order plus any fabric protection if purchased.  When the product is ready to deliver the remaining half of the purchase plus the local delivery fee is charged to the customer so the product can be delivered.

  
  In this matter, the customer paid the initial deposit of the furniture with a virtual card by Affirm.  Virtual cards are only valid for 24 hours for a one-time payment.  **************** online orders are split into two payments (as stated in our Terms and Conditions, a deposit, which is charged when your order is placed, and a balance, which is charged when you are scheduling delivery), the original Virtual Card cannot be used for the remaining balance amount. The customer can contact the bank (Affirm) to apply for a new Virtual Card for the balance amount of $1591.99, or we can accept a different ***** Mastercard, **************** or Discover card.    

  
  If the customer does not have another card to charge the balance on and can reapply to Affirm to see if they will authorize the remaining balance in 19 days, the order will still be available.  We understand the customers frustration with having to wait longer for her order because of the financing.  The customer has been advised to contact us back once they have either a different credit card or are reapproved with Affirm for the remaining balance so we can deliver her unit.  If the order is not paid for in full within 30 days of February 10th, the order will need to be cancelled and the customer will be refunded less a 10% restocking fee of $249.80.  

  
  Please let us know if you have any other questions.  Thank you.
  Regards, 

  ******

• Initial Complaint

  Date:02/17/2025

  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 reclining couch and 2 chairs in 2023. Middle section of church collapsed. 1st appt virtual had issues but diagnosis made. 2nd virtual to follow up csncelled my service company. Appt scheduled and repair person came out under impression 30 minute repair and said it would be 2 hours. Took apart bottomed of church and said couch not sealed correctly. 2nd appt made. Service giu came out and said 6 hour repair because entire couch needed to be taken apart and reassembled.
  Comfort Care doesn't know what they're doing. Lazy Boy said once couch sold and delivered, it's not their problem

  

  Business Response

  Date: 02/18/2025

  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 parts have been ordered. The customer was notified this morning. 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.
  

  As the unit is beyond the 1 year labor warranty, the service fee does apply, we have agreed to waive fees for the additional time the technician has requested. 

  We kindly ask that
  this complaint be closed as the customer is being serviced under the terms of the manufacturer's warranty.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ********
  Executive Escalation
  Specialist
  CM #******
  
  
  

  Customer Answer

  Date: 02/19/2025

  
  
  Complaint: ********
  
  
  I'm not rejecting right but but would like to keep open until the couch is actually repaired. I appreciate them waiving the remaining labor fee. Considering it has taken a vidtual and 2 service calls out has caused me to be leary of the ability to repair and poor customer service. One should not be told they will call when good and ready to call nor should be told that it's not their problem.

  It's a shame it took me contacting BBB and posting negative review online to actually get response.  I tried being patient and nice first.

  Thank you for your time.

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