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:01/30/2023
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.
Purchased a leather recliner in August 2022 special order and waited two months for delivery.
Three months later one of the arms is shifting and feeling like it might be loose. I tried to contact their customer care line multiple times and was on long holds with no answer. So I called the store directly three times. I received two voicemails and attempted to call customer service back but again met with long holds and no answer. I called the store today only to be told that because I missed those calls I needed to call that number and remain on hold which I was told could sometimes be up to one hour or more. I was also told that the call back was only available 9-5 and because I couldn't pin down a time that I could get a call cause of work I basically wasn't guaranteed another call back. So now I have a new chair with a loosening arm and no customer service available to look at it.
Business Response
Date: 02/03/2023
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.
Upon reviewing the customer’s service ticket, we see that one of
our service representatives called the customer on 01/25/23 regarding their
concerns, however they were unable to reach the customer and had to leave a voicemail.
We attempted to reach the customer again earlier today 02/23/23 and had to leave another
voicemail. The customer may contact our service department at ***-***-**** to
schedule a service appointment.
We kindly ask that this complaint be closed as our service department
has attempted to reach the customer to assist with their concerns.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 02/03/2023
Complaint: ********
I am rejecting this response because:
I have received voicemails three times including today and attempted to call back and was placed on terminal hold through an automated system every time for long periods and never reached anyone. It is impossible to reach anyone at two numbers they’ve left on my voicemails. No one answers those numbers and they feel that by leaving voicemails they have done their part but they need to be available to receive customer call backs. Horrible customer service. Very sad as I’ve owned Lazy Boy furniture many times over the years and they always had good customer service.
Sincerely,
****** ******Business Response
Date: 02/08/2023
Dear BBB,
Thank you for
alerting us to this customer’s reply.
Upon reviewing
the customer’s ticket, we see that the customer was able to reach our service
department and is scheduled for a service appointment on 02/14/23. Once the
technician’s report from this appointment has been received and reviewed, the
customer will be contacted to discuss the findings.
We kindly ask
that this complaint be closed as the customer is being serviced under their
warranty.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/08/2023
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:01/30/2023
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.
La-Z-Boy is the WORST FURNITURE store that I've ever dealt with in San Diego, CA.
On July 6, 2022, I ordered a Jay Pwr. Recl Loveseat in white for $3500. First, the loveseat was delivered with black spot and foot mark dirt on the white upholstery. One seat showed cushion decompressions on the seat and arm rest. In other words; one seat section had been used. The obvious question I had was if the chair was used on the showroom floor for a period of time, then ship to me the customer. The two seats looked very different in newness. The foot rest fabric was very wrinkled and crinkled (poor manufacturing). I took pictures of the damage upholstery and sent the pictures to La-Z-Boy customer service. La-Z-Boy sent a representative who also took pictures of the defaced damages and assured me that the damaged chair would be repaired. To date, no repairs have taken place. I spent many days calling the sales rep left message asking when the repairs will take place but unfortunately the rep never returned my calls. La-Z-Boy plays the game of never resolving any customer complaints of dissatisfaction.
1. LA-Z-BOY IS THE WORST FURNITURE STORE TO BUY FURNITURE AND HAS VERY POOR CUSTOMER SERVICE. 2. LA-Z-BOY SHIPS DEFACED FURNITURE. 4. LA-Z-BOY GAME IS TO ALWAYS GET OVER ON THE CUSTOMER. I WILL NEVER BUY FROM LA-Z-BOY AGAIN....****** ********* AND ******* ********* HAS BETTER CUSTOMER SERVICE AND THEIR PRICES ARE CHEAPER.Business Response
Date: 02/07/2023
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.
La-Z-Boy offers a limited lifetime warranty on the parts of
the frame, mechanism and springs, against manufacturing defects, for as long as
the original purchaser owns the product and can supply their dated receipt as
proof of purchase. Fabric, leather and standard foam padding have a one-year
warranty, against manufacturing defects, from the date of delivery of the
furniture into the customer's home. Labor to repair or replace any defective
parts is also covered for one year from the date of delivery of the furniture.
The following is a link to our full manufacturer’s warranty: *************************************************************
The customer has an open service ticket. A technician went to
the customer’s home to inspect their unit and replacement parts have been
ordered. The customer received communication earlier today advising of the
part order and was asked to contact our service department once the parts have
arrived to them so that we can coordinate an installation appointment.
We kindly ask that this complaint be closed as the customer
is being serviced under their warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:01/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I originally bought my furniture on 10/24/2021. I found out around 4-6 months later someone at La-Z-Boy cancelled my order. I went into the store and ordered different material for my purchase material was no longer available. I ordered again 4/23/2022 and the furniture finally arrived 8/22/2022. It was very inferior so I rejected the furniture. It went back to the San Diego area to be checked out. They said nothing was wrong. I went into the store and the manager said she would send a technician out to fix the problem and send the replacement part. They sent the incorrect part and to this date no technician has come. I have been to the store several times and to date, no response. This has been 16 months. I have receipts and dates, but cannot upload.Customer Answer
Date: 02/07/2023
[BBB Transcription via Phone]
The couch is also missing 2 casters and all the rest are loose. The rocker is also making a clunking noise and would like someone to look at it.
Business Response
Date: 02/07/2023
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.
La-Z-Boy offers a limited lifetime warranty on the parts of
the frame, mechanism and springs, against manufacturing defects, for as long as
the original purchaser owns the product and can supply their dated receipt as
proof of purchase. Fabric, leather and standard foam padding have a one-year
warranty, against manufacturing defects, from the date of delivery of the
furniture into the customer's home. Labor to repair or replace any defective
parts is also covered for one year from the date of delivery of the furniture.
The following is a link to our full manufacturer’s warranty: *************************************************************
The customer has an open service ticket. The customer had a
technician out to their home in September 2022 and parts were ordered to
resolve the concerns. We never received further communication from the customer
after parts were shipped. The customer received communication earlier today
regarding the previous service that has taken place and we are waiting for the
customer’s response.
We kindly ask that this complaint be closed as the customer
is being serviced under their warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 02/08/2023
Complaint: ********
I am rejecting this response because: I just answered an email from the BBB today. My furniture has still not been fixed.
****** *****Business Response
Date: 02/13/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
Our service department requested some additional information
from this customer via email on 2/7/2023. We do not see that the customer has responded
to this request. As soon as we receive a response to our email, we will be able
to further assist this customer.
Kindest regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/21/2023
Complaint: ********
I am rejecting this response because: La-Z-Boy was suppose to send a technician out and I have never heard from them since ***** *****' reply on January 23, 2023, stating she contacted customer service and they should be calling me. On January 27, 2023, I replied to ***** ***** stating I never heard from customer service. Now it is February 21, 2023, and I have not heard anything from ***** ***** or customer service. This has gone entirely too long and I have never received such horrible customer service. I want the technician to bring the missing castors, put the stuffing in and take the incorrect replacement away.Business Response
Date: 02/23/2023
Dear BBB,
Thank you for
alerting us to this customer’s reply.
As stated in our
previous response, our service department requested some additional information
from this customer via email on 2/7/2023. The customer has not responded to this
request. We are unable to proceed with the next step of scheduling a service
appointment until we have received a response from the customer. As soon as we receive
a response to our email, we will be able to further assist this customer.
Kindest regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/28/2023
[BBB Transcription via Phone]
They never contacted me. What additional information is needed? They need to make it right.
Business Response
Date: 03/06/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
We contacted the customer via email on 2/7. As the customer
stated they were not contacted, we have resent this email today.
We asked that the customer please confirm if they received the
right-side arm for the sofa that was ordered and the back stuffing for the
chair that was ordered. The technician did not request any additional parts. We
asked that he customer please reply back to our email with any additional parts
that they are expecting.
Once we hear back from the customer, we can move forward with scheduling
their service visit.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 03/14/2023
Complaint: ********
I am rejecting this response because: I do NOT want the arm replacement. They sent a replacement SEAT in error and I had said to forget the replacement. I believe I told the store manager. There are TWO FEET missing for the couch and I DO want them. I did receive the stuffing last September along with the incorrect part which I told them. I want a technician to come and BRING THE TWO FEET and do the stuffing.Thank you.
****** *****Business Response
Date: 03/24/2023
Dear
BBB,
Thank you for alerting us to this customer’s reply.
We
have received a response from the customer and have placed an order for the
requested parts. The customer was contacted via email earlier today advising of
the part order and was asked to contact our service department once the parts
arrive so that we can coordinate the installation appointment.
We
kindly ask that this complaint be closed as the customer is being serviced
under the manufacturer's warranty.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Customer Answer
Date: 03/24/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
****** *****Initial Complaint
Date:01/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a lazy boy recliner from this business in 2022. I later called the business and ask that a swivel base be put on the chair. They agreed and I paid them for that. It's January of 2023 I still don't have the swivel base or the original chair that I bought. First of all, the store manager ***** said that he would come to my home to replace the original base with a swivel . He tried to do but was unable to do it. Then he said he would order a new chair which he did. But I still don't have the chair with the swivel base. I have a loaner which I don't like which is too small and it's not good for my skin. The cloth upholstery. I have called lazy boy approximately 30 times in the last few months to no avail. I still don't have the original chair that I bought and I don't have the swivel base. I've spoken to the store manager many many times. I paid for this chair and the swivel base at least 2 months ago and I still don't have the new one with the swivel base. Please note, this is not an original custom-made chair. It is s chair that they already have on their floor. I call lazy boy over and over again. Every time I call I get a different story. I talked to ***** and he keeps saying that the chair hasn't been delivered or it's not in their warehouse yet and this has been going on for months and it's at the point where it's being ridiculous. As previously stated, I bought this chair and the swivel base last year and I still don't have it. I'm asking the better business bureau for your help to resolve this problem which is blatant disrespect for a customer. Thank you.
**** ******Business Response
Date: 02/03/2023
Dear BBB,
Thank you
for alerting us to this customer’s complaint. We are sorry for any frustrations
that the customer has encountered throughout their service experience.We
have reviewed this customer’s sales ticket and we see that their chair is currently
in production and expected to ship out towards the end of this month. Once the
chair arrives at the local warehouse, the customer will be contacted to schedule
the exchange. As a courtesy, the customer was offered the loaner chair.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Initial Complaint
Date:01/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our sectional was deliver last July, when we were not at home; someone let the delivery people in. When we got home a couple a weeks later we inspected the couch and we’re not satisfied with it; we proceeded with a compliant; a tech came out and took photos and even stated that the sectional was not made correctly; but I’m sure both lazy boy and synchrony Bank deleted or never looked at the techs report; we have been getting the round around. With both La-Z-Boy Store and the finance company Synchrony bank! Store manager told me that she would take care of everything for me and will call me back, but never got any response from her.
All we wanted was a better sectional or a full refund with returning the sectional; we don’t even sit on it. But at this point with all the disappointments and the back and forth; we would like to return and be refunded.
The sectional is garbage. You would think paying almost $4000 you would be completely satisfied.Business Response
Date: 02/08/2023
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their experience with La-Z-Boy.
Upon reviewing the customer’s service ticket, we found that
the customer received delivery of their sectional in June 2022. The customer
reported concerns with the sectional and a technician was sent to the customer’s
home in July. The technician found that the legs on the sectional were loose
and that the dust cover was torn. The technician tightened the legs and
replaced the dust cover. The customer pointed out concerns with the welt on the
furniture appearing wavy, however the technician found no defects with the welt.
In efforts to satisfy the customer, La-Z-Boy offered the
customer a partial refund of $297.47 due to their dissatisfaction with their
furniture, to which the customer refused. Upon further review, La-Z-Boy then offered
to increase the compensation to $450. We attempted to reach the customer by
phone in September, however a voicemail had to be left. We have not received further
communication from this customer since.
Per the terms and conditions that were signed at the time of
sale, full refunds are not available. The customer’s furniture has been found
to be built to manufacturing specifications. If the customer would like to
accept our compensation offer, we ask that they return our call and contact our
service department.
We kindly ask that this complaint be closed as we have
offered the customer a resolution and are waiting for their response.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 02/13/2023
Complaint: ********
I am rejecting this response because: When the technician came out to inspect the sectional; they stated that it was made poorly; and we should file a compliant. He took photos of everything that was wrong with the sectional; but stating nothing was wrong.I was never offered $450.00 compensation and there was never a voicemail. I find it contradicting that they are offering me a compensation of $450.00; but then saying that the furniture has been built to the manufactures speciations. I paid almost $4,000.00 on this furniture and expected superior quality but instead i get something that I could of paid half the price for somewhere else. I am disappointed with the workmanship and am requesting that they either refund full/half the amount that was paid.
Sincerely,
**** *****Business Response
Date: 02/14/2023
Dear
BBB,
Thank
you for alerting us to this customer’s reply.
The
compensation was offered to the customer as a one-time courtesy as they were unhappy
with the furniture. La-Z-Boy will not be offering
any further accommodations as we are working within the terms of our warranty.
If the customer would like to move forward with this offer, we
ask that they contact our customer service department at ***-***-****. We
kindly ask that this complaint be closed as La-Z-Boy is abiding by the terms of
sale as well as the terms of the La-Z-Boy warranty.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****,
E-Commerce
Coordinator
CM
******Customer Answer
Date: 02/14/2023
Complaint: ********
I am rejecting this response because:When ever I call Lazy Boy; I get nothing but the run around. I'm never offered any kind of compensation. For me a first time customer. I should be compensated at least $1,500.00 not only for all this time going back and forth with them on the same issue but also because the finance was supposed to be 36 months; per ***** *****, the Sales Rep, at the Temecula Store?
Sincerely,
**** *****Initial Complaint
Date:01/27/2023
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 bought my sofa in 2016. Just within a year, its fabric started to be coming apart. I called the store, and they said it is not their issue and I have to talk to Warranty companies. But warranty company said that it's not their issue because they assist only if there is a cut or spill. So, let this whole issue be on the side. But day by day the sofa started looking bad.Someone also brought to my attention that BBB can help in this matter.I need refund for this sofa.Business Response
Date: 02/02/2023
Dear BBB,
We are sorry
for any frustrations that this customer has encountered.Upon reviewing
the customer’s concerns, we found that the customer took delivery of two
identical sofas in 2016. We do not have any record of the customer contacting our
service department regarding concerns on these units in the last seven years.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 leather on
this customer’s furniture has been discontinued from our line therefore we are
unable to offer the customer repairs on a charge basis. Per the terms and
conditions that were signed at the time of sale, refunds are not available. The customer has the option of seeking repairs through a third party at their own expense.We kindly ask
that this complaint be closed as the customer is outside of their warranty for
repairs to the leather by several years.Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Customer Answer
Date: 02/02/2023
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.
Sincerely,
******* ****Initial Complaint
Date:01/26/2023
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.
This was for the purchase of a CUSTOM recliner built for the specific height and comfort level. ***** was injured in an automobile accident several years ago. The representative assured us this
was the best direction to assist ***** for his comfort needs due to neck, back, leg and foot issues. We
spent over two hours in the store being fitted for the recliner to meet these specific needs. The recliner
was purchased 06/25/22 and was delivered on 11/26/22. The footrest doesn’t elevate high enough causing the legs to be slanted downwards causing extreme discomfort and blood flow issues. The leading edge of the footrest causes discomfort on the lower legs where the foot rail meets. We immediately contacted La-Z-Boy and was referred to customer service. That took a couple of days to connect only to be told we would be placed on a wait list with first availability of February 2023 (now sch for 01/31). We called back to our REP at La-Z-Boy to request an immediate refund. We were told no refunds can or would be issued. We find this totally unacceptable. Also, within this very short period of time since delivery, we have noticed the leather is not wearing well (pictures attached) - so another potential issue.
We recently did research and have found that we are not alone in our quest for a refund for faulty La-Z-Boy furniture. There is a Facebook group made up of over 2.3K members who are dissatisfied customers!! Many documented issues again the integrity of this company and the goods they sell.
We have purchased furniture from ******** ********* and ***** **** *********** and have never had
this type of issue. We work very hard for our money so we find this very frustrating and beyond
disappointing. Our biggest fear is if this is not resolved, we will continue to have quality & safety issues
for the duration of owning this piece of furniture. We humbly request your support. Please let us know
if we can provide anything further. Thank you, ***** & ****** ***Customer Answer
Date: 01/26/2023
[BBB Transcription via Email]
From: ***** *** <***********************>
Date: Thu, Jan 26, 2023 at 12:45 PM
Subject: Complaint ID: ********
To: ***************** <*****************>, ****************** <******************>
Cc: ***** *** <***********************>
Hello, after reviewing our complaint, I noticed our case on is missing information, for example, the cost of the recliner. We did upload a copy of the receipt which shows identifying product numbers, date of purchase (06/25/22), dates of payment (06/25/22 and 11/16/22) for the total amount of $2,728.42.
Payment was made via ******** ****: initial payment of $1,400 on 06/25/22 and the balance as required prior to delivery in the amount of $1,328.42. Their return policy states 3 days; however, it took 5 months to receive the recliner after the initial payment AND 16 days after the final payment that we took possession.
The salesman's name is *** *****.
Please let us know if you need additional information.
Thank you,
***** & ****** ***Customer Answer
Date: 02/01/2023
[BBB Transcription via Email]
***** ***
12:03 PM (10 minutes ago)
to me, *****
Hello ********,
I have an update that I will share with you; however, if you need to direct me to another location to present the information, please let me know.
Yesterday, January 31, 2023, a repairman for La-Z-Boy (his name is *****) came to inspect the chair. He agreed that the chair is not custom built for my height. He sat in the chair and the leg portion hit him at an odd position, too. I offered to sit in the recliner so he could see where it hits my legs and he said it wasn't necessary because I am taller than he is so there's no way it would fit me properly when it didn't fit him properly. We also pointed out how badly the leather is wearing in such a short period of time. He said it's a common complaint and would note that as well. He said that ordering any new parts would not be prudent and he would not recommend it. He said his only course of action is to report his findings to customer service and they would be in contact with us. We were glad that he didn't suggest ordering new parts as this is supposed to be a new recliner. Their 3-day return policy from date of purchase should not be upheld since it was 5 months before we received the recliner. Anyway, we still respectfully request a full refund from La-Z-Boy.
We sincerely appreciate your time; thank you for your assistance.
***** & ****** ***Business Response
Date: 02/02/2023
Dear BBB,
We are sorry
for any frustrations that this customer has encountered throughout their
service experience.La-Z-Boy offers
a limited lifetime warranty on the parts of the frame, mechanism and springs,
against manufacturing defects, for as long as the original purchaser owns the
product and can supply their dated receipt as proof of purchase. Fabric,
leather and standard foam padding have a one-year warranty, against
manufacturing defects, from the date of delivery of the furniture into the
customer's home. Labor to repair or replace any defective parts is also covered
for one year from the date of delivery of the furniture. The following is a
link to our full manufacturer’s warranty: *************************************************************Upon reviewing the
customer’s Service Ticket, we found that the customer had filed a concern regarding
the footrest dropping and with the unit not being comfortable. One of our technicians
went to the customer’s home and made adjustments to the tension of the back and
legrest and found that the unit was built to manufacturing specifications. There were not any noted concerns regarding the leather as well. From
a repair standpoint, there is nothing that can be done to resolve the customer’s
concerns. As comfort is a subjective experience, is it not a warranted concern.La-Z-Boy does
not offer custom built furniture in the terms of offering units at different sizes
and dimensions. Each of our units come with standard dimensions that cannot be
altered. When an order is placed and the unit is not in stock, we consider the
order to be a custom order. Meaning, the order needs to be sent to the plant
for production. A non-custom order would consist of an order where the item(s)
are already made and in stock. Per the terms and conditions that were signed at
the time of sale, refunds are not available.We kindly ask
that this complaint be closed as the customer’s furniture was found to be built
as designed.Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
# ******Customer Answer
Date: 02/02/2023
Complaint: ********I am rejecting this response because: the repairman (*****) did NOT make ANY adjustments to the recliner - absolutely none!
He took a picture of the underneath (the ID number) and a picture of the front of the recliner. He (***** the repairman) sat in the recliner and agreed that the leg portion does not elevate high enough and it hit him at an odd angle. I offered to sit in the recliner to show him where it hits my legs, and he said it was NOT necessary. I am taller than he is, and he said if it doesn't fit him, it definitely wouldn't fit me. I never said that the footrest dropped, I said it does not elevate high enough. He said that no replacement parts would alleviate the issues. I asked what the next steps would be, and he said he would submit his findings (no repair or replacement) and that customer service would be in contact with us. I was happy he said no replacement parts could fix the issue because I do NOT want a chair with replacement parts (rebuilt), I wanted and paid for a NEW chair.
In the La-Z-Boy response, they said they don't offer units in different sizes and dimensions. Then why did they ask my height to see what model to build? They said each custom unit has to be built in their factory. We had to wait 5 months for it to be built. If not custom, as you say, why not allow returns for resale? As far as comfort being subjective, there is no way anyone could be comfortable when pressure is brought to bear on one's Achilles tendons. Due to the leading edge of the footrest striking them and blood flows down to the feet because the feet aren't sufficiently elevated.
Furthermore: the repairman also said that comfort and the wearing of the leather is a common complaint among LZB customers. My intent is not to throw him under the bus but either he didn't report to you as he described, or you are not accepting his findings; something is definitely amiss.
And if this was NOT a custom-built recliner, why was I in the store for 2 hours being fitted for a specific chair and why did I have to wait 5 months for that specific chair to be built?
I am a 72-year-old man who feels totally duped by La-Z-Boy! I work very hard for my money, and I feel like this is total deception on the part of LZB.
I find the LZB response totally untruthful & unacceptable, and I respectfully request a full refund for the purchase of a fraudulent "custom-built" recliner.
Sincerely,****** ***Business Response
Date: 02/03/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
Any
order that is not in stock is considered to be a customer order. While La-Z-Boy
does offer some customizable options (for example, the cover, base, handle, and
cushioning are customizable options), each style has a standard size and cannot
be adjusted during or after the production process. The size of each style is
not customizable.
La-Z-Boy
does make different styles that accommodate different heights; however, we can
not guarantee that any specific chair would be the best fit for the customer. Each
customer has a different definition of comfort.
We
kindly ask that this complaint be closed as La-Z-Boy is abiding by the terms of
sale as well as the terms of the La-Z-Boy warranty.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/07/2023
Complaint: ********
I am rejecting this response because: Stated on the first line of LZBoy's Terms and Conditions of Sale they make the following statement: "Special Order We make special order furniture specifically for you and your home." It is printed in black & white on their business form!As previously stated, the salesman had me sit in several chairs, took my height & weight information so that a customized chair would be built to meet my specifications. We asked about purchasing an in-stock model but that was not possible since, pursuant to the salesman, none of them met my personal requirements.
As far as not guaranteeing that any specific chair would be the best fit for the customer (stated by LZB), then I reiterate that this sale was made as a fraudulent business practice. I was grossly misled to believe I was making an investment, a costly one at that, for a custom-built recliner to aid in my well-being.
As far as comfort being subjective (as suggested by a previous LZB response), I repeat, there is no way anyone could be comfortable when pressure is brought to bear on one's Achilles tendons. Due to the leading edge of the footrest striking them and blood flows down to the feet because the feet aren't sufficiently elevated making for a dangerous health concern.I would like to bring attention to a Facebook group titled: "******** **** *** ************ *********". This is a public group with currently 2.4K members. This, in my opinion, clearly indicates there are major issues with La-Z-Boy so my case is definitely not a one-off.
I reiterate that I am 72 years old, I was involved in a automobile accident that has left me with permanent neck, back and leg issues. I should be protected from consumers like LZB who mislead the elderly, have obvious fraudulent business practices, sell defective products, and dangerous goods and services.
I respectfully request this complaint remain open until I receive a full reimbursement from La-Z-Boy.
Sincerely,
****** ***Initial Complaint
Date:01/26/2023
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.
Purchased a sofa and 2 reclining chairs for $8,643,30 on 11-5-2021. Purchased from the Champions location in Houston. These chairs and the sofa were sold as top of the line leather with a 3 year warranty. We paid $675 for an extended warranty. The so called leather has started to peal. I had them looked at by a man who had been in the dry cleaning/ leather business for 40 years. This furniture is NOT leather. It is some kind of fake leather. Leather does not peel.
We called Customer Care and they refuse to do anything about it. We called the store. They were polite but won’t do anything.
I want La Z Boy to pick this furniture up snd replace it with the real leather that we paid for or return my money.
We feel totally tipped off.
******* *****
Thank you for your assistance.Business Response
Date: 01/26/2023
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 also covered for one year from the date of delivery of the furniture. The following is a link to our full manufacturer’s warranty: ************************************************************.
The customer’s store of purchase, La-Z-Boy Furniture Gallery in Houston, is independently owned and operated. La-Z-Boy Incorporated does not have access to the store’s customer records. All service must be done directly at the retail location where the customer purchased the furniture We have contacted the store and requested an update on the customer’s order and they have advised the customer of the one year warranty on leather. The La-Z-Boy warranty does not provide replacements or refunds.
Kindest Regards,
La-Z-Boy Incorporated,
***** ********
E-Commerce Coordinator
CM # ******Initial Complaint
Date:01/25/2023
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 two leather recliners from the referenced La-Z-Boy location on 8/25/22. The invoice number is *********** in the amount of $4,449.04. It was a special order and the chairs were delivered to our home on December 31, 2022. It was a "special order" delivery.
The next day, Sunday, January 1, 2023, I called the store manager, **** ******, telling him that the leather on the back of the chairs was totally messed up and was very shoddy workmanship, and that I wanted my money back. He asked me to email him pictures, but also told me that he didn't have the authority to give me a refund. I told him that I would forward the pictures to him, but that I wanted him to speak to someone that does have the authority to give me a full refund.
On January 5, 2023 I received a call from ******* **** (***-***-****, ext. ****, ***************************) asking for additional pictures, as well as a picture of the identification tag on the bottom of each chair, which we sent to her. (There's a number on the emails I've received from ******* that I assume identifies my complaint, which is **********)
On Friday, January 20, 2023, ******* called saying that La-Z-Boy agreed that the leather on the back of both chairs was defective workmanship and that they wanted to replace the backs of the chairs. I told her that I didn't want repaired chairs and that I wanted a full refund. She said that she was just the "messenger" and that she would pass my request on to the person that makes the decision.
There was no response to the footrest mechanism problem, so I let her listen to the loud noise it makes when you release it. She agreed that it was not the normal sound from their chairs and said she would pass it along, as well, to the decision maker.
I didn't pay that much money for defective workmanship chairs. La-Z-Boy acknowledges they are defective. I want a full refund of our purchase price.Business Response
Date: 02/01/2023
Dear BBB,
We are
sorry for any frustrations that this customer has encountered throughout their
service experience.The
current La-Z-Boy warranty has been in place since August of 1992. 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 purchased from an independently owned retailed.
All service and resolutions must be handled at their store of purchase. The La-Z-Boy
warranty is for repairs only, not replacements. This customer was offered
repair options under the terms of the La-Z-Boy warranty. We are confident that
repairs would bring this unit up to manufacturing specifications.
We kindly ask that this complaint be closed as La-Z-Boy is
abiding by the terms of the La-Z-Boy warranty.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/02/2023
Complaint: ********
I am rejecting this response because:We didn't pay over $4,449.04 for two recliners to get repaired chairs. The leather on the back of both chairs is totally messed up and the footrest mechanism on one of them is defective.
We don't care whether the refund comes from La-Z-Boy or from the independently owned store. We just want our money back, irregardless of who issues the refund.
Sincerely,
****** *****Business Response
Date: 02/02/2023
Dear BBB,
We are
sorry for any frustrations that this customer has encountered throughout their
service experience.
Our La-Z-Boy warranty is for repairs only. The customer’s store of purchase has
offered repair options under the terms of the La-Z-Boy warranty. We are
confident that repairs would bring this unit up to manufacturing
specifications.
We apologize again, but we respectfully ask
that this complaint be closed their service department is actively working with
the customer within the terms of our warranty.
Kindest Regards,
La-Z-Boy
Incorporated,
*****
********
E-Commerce
Coordinator
CM # ******Initial Complaint
Date:01/25/2023
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 4/25/2020 I purchased a lazyboy recliner, 2 months ago there was no power to the recliner I found that the recliner remote control connector was disconnected from the harness. After looking closer the connector and clip was smashed and would not stay connected to the harness without me duct taping the 2 pieces together due to design that it was not secure to the chair that would keep this from happening causing it to get crushed between the seat to the harness. Both the module and chair remote needs to be replaced. The harness is hardwired into a fixed module where 3 of the other chair functions connect to. When I called the 800 number and spoke to Porsche @ customer service they told me that they deny that it is a poor design and that I would have to purchase a new control. The warranty states there is a 3 year warranty and that electrical components are covered for lifetime and labor is for 1 year. They are refusing to admit that there could be an issue with this and will not honor the warrantyBusiness Response
Date: 02/03/2023
Dear BBB,
Thank you
for alerting us to this customer’s complaint. We are sorry for any frustrations
that the customer has encountered throughout their service experience.
The current La-Z-Boy warranty has been in place since August of
1992. 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: ************************************************************.
The La-Z-Boy warranty is for repairs only, not replacements.
This customer purchased from an independent owned retailer. All
returns, exchanges, etc. must be done directly at the customer’s retail
location where they purchased the furniture as all of their financial
transactions have been made through their location (which is not linked to our
corporate offices), and we do not have access to their sales information.
We have contacted this customer’s store of purchase and alerted
them to this customer’s complaint.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/06/2023
Complaint: ********
I am rejecting this response because: I was told from the local retail store to contact their headquarters to help get this resolved and this was the main address I was given and that the local retail store does not do this type of repair on the recliner. Now your warranty covers the 3 years that is upin Apil 25Th.
Sincerely,
*** **********Business Response
Date: 02/13/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
We have spoken to this customer’s store of purchase, and they advised
that this customer was told that parts could be ordered for their repair;
however, it would be on a charge basis as they have determined that the damage
was not a manufacturing defect and therefore would not be covered under the
warranty. The customer’s store of purchase advised that the customer picked up
the chair from the store and set the furniture up themselves. They advised that
the unit was not set up correctly which is what caused the damage.
Kindest regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/14/2023
Complaint: ********
I am rejecting this response because: Your recent statement is so untrue and inaccurate we purchased this recliner off the showroom floor so it was assembled by your employees and was being used as a demo this was the only chair in this style and color that was in stock so if anything that would have caused the connector to fail was due to the assembly of this chair by the store. Who knows how many people sat in this and abused it before it was purchased by me.This chair and as far as your statement that I incorrectly installed the chair in my home all that was involved in the set up was to plug it in how was this saying it was installed incorrecly? Anything that was involved in this chair's failure of the connector was due to the assembly at the store before I purchased it. I feel that due to the assembly of the chair and failure of the connector not being installed correctly is the store's fault not mine I just want your company to own up to fact that there is an issue and due whats right to repair this.
Sincerely,
*** **********
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