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
- 593 total complaints in the last 3 years.
- 88 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:01/25/2023
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.
Dates events took place:
1/9/22 - Went to Lazy Boy of Waldorf and bought a couch, love seat and end tables to include a 5 year warranty. It took over 6 months to get our items which we were fine with. Rec'd everything around the July/Aug timeframe.
1/9/23 - Noticed loose thread on couch and realized a seam was coming loose - immediately contacted the store where I bought the furniture to be told a ticket would be put in and I should hear from a service tech in 3-5 days.
1/16/23 - Contacted the store again and was told manager would not be in til 3:30 and they would have her contact me - I never received a call.
1/17/23 - Contacted store and asked for the manager - she informed me that the service ticket was put in and there was nothing more they could do. She suggested I call the comfort care phone number which I had already done on several occassions to never get an answer.
I have called multiple comfort care phone numbers they have listed and have sat on hold for 20-30 minutes with no answer. On two occasions I was able to leave a call back number (which they state they will call you back in 24 hours and that has never happened. (I've been calling almost everyday sometimes multiples times a day with no answer).
This couch is less than 6 months old and is already coming apart. The love seat is very hard to get out of (have to really push down on the leg rest to get it to go down. I paid for an extended warranty and can't even get a call back to repair the damage I have now. I don't want to continue having to contact BBB everytime this couch has an issue with this couch/love seat. At this time I would like to request a full refund. '
I AM HAVING PROBLEMS UPLOADING MY DOCUMENTS - IS IT POSSIBLE TO FAX THEM TO BBB??? I HAVE PHOTO'S AND THE RECEIPT WHEN ITEMS WERE PURCHASED (TO SHOW A WARRANTY I PAID FOR. THANK YOU
Business Response
Date: 02/01/2023
Dear BBB,
We are
sorry for any frustrations that this customer has encountered throughout their
service experience.We have opened a Service
Case for this customer. The case will notify a local La-Z-Boy Technician to
contact the customer within the next 1-4 business days to coordinate a service
appointment.We kindly ask that this
complaint be closed as we are providing services to the customer.Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/07/2023
So here is my concern - a Service Tech did come to my house to look at my couch (thank god I was home as I didn't know he was coming but he was very professional and understanding). He informed me that after one year that Lazy Boy would not handle any issues with my couch but a company called Serve Pro (I may be misspelling this) would handle further issues. I paid for a 5 year warranty and don't even have a phone number to contact this new company if I run into issues with my couch/love seat Tr . At this time I'd like to request at least half my money back. I should never have had to get BBB involved in this matter. I tried to work with the Waldorf location to get my couch looked at and then made multiple calls to the Comfort Care number to never have a called returned or answered. I'm very upset that I have had to esculate this matter and now waiting on a new cushion that will take 4-6 weeks. Truly regretting my Lazy Boy Decision. So, I would like half my money back.....
Complaint: ********
I am rejecting this response because:
Sincerely,
***** *********Business Response
Date: 02/13/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
La-Z-Boy will provide service after the 1st year,
however, labor is on a charge basis after the 1st year per the manufacturer’s
warranty. 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, and refunds are not
available.
La-Z-Boy does not offer any extension of the manufacturers
warranty. This customer purchased a protection plan at the time of purchase
through a third-party company called ServeCo. ServeCo covers accidental damage
to the cover or damage to electrical components. If the customer wishes to utilize
this protection plan, they can file a claim online at serveco.com or they can
reach ServeCo at ************.
We will not be providing a refund as parts have been ordered for
this customer’s repair and they are being serviced under the terms of the
La-Z-Boy warranty.
Kindest regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/15/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
***** *********I just want to take this time to THANK YOU BBB for your help in this matter. My apologize for having to come to you to assist me with this matter, but sadly I was unable to get any help from Lazy Boy as this still appears to be the case. Clearly as you can read they don't want to be held accountable for their actions but had no problem taking my money. I feel we have been ripped off and can say that I don't plan on buying any Lazy Boy products again. See below list:
At no time were we informed that it was a 3rd party that would be involved for any warranty issues/repairs
It was not noted on any paperwork that Serve Pro was this 3rd party - no contact information provided at all
The customer service with Lazy Boy Dept is awful - For weeks I tried calling Comfort care on multiple phone numbers with no luck
The Waldorf location did not assist me in this matter at all and we had only had the couch for a few months.
I would not close my file - I have a feeling you will be hearing from me again. With this couch coming apart after only a few months, that shows me poor quality was used in making this item. Thanks again for your time.....
Initial Complaint
Date:01/25/2023
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 wish I were writing this email because we're satisfied customers of La-Z-Boy, but we are not.
We purchased a sofa & loveseat on November 12, 2022, after working with a Sales representative at the La-Z-Boy on Southport Rd. in Indianapolis. She showed us the sectional, but we did not need a sectional. We're told it's offered in the sofa and loveseat. She took over and sat us on the loveseat, telling us it would be the exact size we'd be getting. We were happy & decided to order the custom-color sofa and loveseat.
Fast forward to Friday, January 13, our delivery day. They arrive, the back of the sofa is broken, and we refuse it. The loveseat is brought into the house and appears to have no issues. The kind deliverymen tell me we have three days if there are issues with the loveseat. My husband comes home and tries it out. The loveseat recliner sticks and is difficult to put back down after reclining. On top of that, the loveseat is smaller than the one we sat in, in the store.
We immediately call Southport Rd. Store (same day 01/13) and speak with our sales representative. She tells us we're stuck with what we have, there's nothing she can do but send repairmen out. We attempted to get another sofa since it was a $50 difference, but no.
we're told the repair company will call us. It's been ten days, & no one has called us, even after we have called the Southport Rd. Store and let them know. I sat on customer service for 45 minutes 01/23 before I could schedule for a repair, and they say they’ll be out Friday 01/27.
Honestly, we're disappointed in La-Z-Boy.
We have not sat on the loveseat; it still has the tag. However, what would make us happy and satisfied customers open to giving La-Z-Boy another shot is to be refunded for our purchase and the furniture returned. We understand it's a custom color, but we know it would sell.
On top of this no one has contacted us about when the replacement sofa will be coming. At this point we don’t want either and a refund.Business Response
Date: 02/01/2023
Dear BBB,
We are
sorry for any frustrations that this customer has experienced.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: h*****************************************************rranty.
The La-Z-Boy warranty is for repairs only, not replacements.We spoke with this customer’s store of purchase and they advised
that they did not have this exact model in the store when the customer came in
to purchase; and therefore they would not have been able to view the size of
the loveseat at that time. The terms of sale that the customer signed at the
time of sale state “special order, clearance, and as-is merchandise cannot be
returned or exchanged for any reason.” We
can proceed with this customer’s scheduled service; however, a return or
exchange would not be an option.
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: 02/02/2023
Complaint: ********
I am rejecting this response because: the salesperson specifically told us it would be the same size the day of purchase. However, denied showing us any loveseat when we called the same day of delivery (01/13) to share our disappointment of being misled. Nothing like being gaslighted. This truly is unfortunate situation and I guess we’re stuck with things since it appears no one cares.
Sincerely,
***** *****Business Response
Date: 02/03/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
We understand that the customer is unhappy with their loveseat,
however, we feel as though this is a case of buyer’s remorse. The store of purchase
advised us that when the customer originally called, he told them that he just
did not like the loveseat and would rather have the sofa.
The store stated that the customer was aware that the model they
were getting was not available in the store, and therefore the customer could
not have viewed it at the time of sale and the sales representative could not
have shown them a unit with the same dimensions.
La-Z-Boy
is abiding by the terms of sale.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory but we’re over it.Initial Complaint
Date:01/24/2023
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 a recliner in May 2022, the padding in the right side of the chair went flatter or lost its resilence. I called customer care service on Jan. 3rd, 2023, for a service appointment on Jan. 6th, 2023. The service man named ****** told me I had been sitting too much on the right side that's why the cushion had lost its resilence. He offered to stuff it with more foam, by putting his hand under it to show me the velcro material. He even puffed it up and took a picture, which I thought was not the true look of it till he fluffed it up. ****** told me I would have to call costomer care to set up an appointmen to have this done, at ***-***-****. I have been calling this number for over a week, no one anwers, I left a 24hr call back option a couple of times. I even called the store where I bought it, and left a mssage regardimg. No one has called me back. As I am typing this complaint to you, I have been on hold for 65 minutes! Please helpBusiness 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: ************************************************************.
The La-Z-Boy warranty is for repairs only, not replacements.We spoke with the customer today regarding their repair. We have
ordered new cushioning parts for this customer. The customer has been advised
to reach back out to us once these parts are received so that we can schedule a
technician to their home to install the parts.
We kindly ask that this complaint be closed as we are actively
assisting the customer under the terms of the La-Z-Boy warranty.
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,
****** *******The information regarding warranty from 1992 is incorrect, I have purchased a few chairs in the last 20 yrs. This chair was bought on May 22,.2022 and I am looking at the receipt of purchase. I will see what they ordered when it comes. Thank you so much for your time!
Initial Complaint
Date:01/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a 3 piece couch set from the O'Fallon, MO branch and received in November 2020. One year later the couch already had to have major repairs (frame replacement). Now again (January 2023) the entire frame has to be replaced and we found out that the memory foam upgrade cushions we paid extra for were NEVER put into the couch. This couch is just barely 2 years old and is having to have major reconstruction twice already. The repair tech said the couch is a lemon. We cannot get anyone on the phones. We call LaZBoy's service number and sit on hold for HOURS (it took me a total of 15 hours of hold time last time to get this 2nd repair scheduled) and no one ever answers or they disconnect. This time they sent out the frame parts but never sent the cushions that we paid hundreds of dollars 2 years ago when we ordered that were never put in. We bought the cushion upgrade w/ a 3 yr warranty and the upholstery (5 yr) warranty and everything and cannot get ANY service. I have all the purchase documentation available to show.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: ************************************************************.
The La-Z-Boy warranty is for repairs only, not replacements.This
customer spoke to our customer service department today, and they were advised
that we will be ordering new upgraded cushioning for their furniture. We are
confident that our service technician will be able to bring this unit back 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 ******Business Response
Date: 02/03/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
If the customer’s issues persist after their new parts are received and installed, we
will review their ticket further.Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 02/05/2023
Complaint: ********
I am rejecting this response because:We made it clear none of our pieces had the cushion upgrades in them which the repair tech checked and confirmed when he came out. We received the cushions yesterday and it only had cushions for the couch and none for the Loveseat or recliner. We either need the loveseat and recliner cushions upgraded like we paid for or the money for those upgrades we paid for refunded.
Sincerely,
****** ******Initial Complaint
Date:01/24/2023
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 Turner Gliding Recliner September 10, 2022, paying in full with debit card.
Dec 6, 2022: Chair delivered with broken foot rest linkage.
Dec 7, 2022: Reported to ***** *** in ***** ************.
Dec 12, 2022: Call ******* of Furniture Solution at 1-************. Repair scheduled for Jan 26, 2022 buth this date is unacceptable (6 weeks). Also called Lazy Boy service at 1-************. Called ***** store again and they said glider chairs were inherently more difficult to operate. BS.
Dec 22, 2022: Service personnel arrived to review chair. Tech reported a bent left side slider linkage and said he would order a new part. Additionally, padding on left arm rest is lacking and foot rest is misaligned.
Jan 3, 2023: Called service dept 1-************, left in phone loop, no contact. Called ***** store, they said they called Kent service dept.
Jan 6, 2023: Call service dept, on hold 15 minutes. Disconnected. Called ***** at ***** store, She said she would email Service dept. She said service dept has called us but we have rec'd NO calls.
Jan 9, 2023: Reached service dept. Put on hold. They pulled the tech report to ORDER the part, reportedly ordered Dec 22, 2022. Tech report reportedly emailed to Service dept in Kent and they would contact us in 2 DAYS. No contact as of this filing.
Jan 17, 2023: No contact to date and the Washington State Attorneys General has received this iteration of our complaint for action.
Jan 23, 2023: This BBB complaint report has been submitted.
Sales Ticket Number is ***-***** at ***** Store. Initial contact was with sales person ******* ******.Business Response
Date: 01/25/2023
Dear BBB,
We are sorry for
any frustrations that this customer has encountered throughout their service
experience.
La-Z-Boy offers a
limited lifetime warranty on the parts of the frame, mechanism and springs,
against manufacturing defects, for as long as the original purchaser owns the
product and can supply their dated receipt as proof of purchase. Fabric,
leather and standard foam padding have a one-year warranty, against
manufacturing defects, from the date of delivery of the furniture into the
customer's home. Labor to repair or replace any defective parts is 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 and the service parts have been ordered. Our customer
service department is actively working on their concern. Once the
customer receives the parts, we ask that they contact Comfort Care to schedule
service.
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: 01/26/2023
Complaint: ********
I am rejecting this response because: This item was purchased Sept 10, 2022 and STILL has not been fixed. Just yesterday we received the repair part but have not yet heard from repair personnel. This complaint will not be closed until the item has been repaired. While the quality of the product is poor in several respects, but the inability to contact service personnel and have repairs completed in a timely manner is far more aggravating. Their level of communication with customers once an item has been purchased is pathetic. Once again, the complaint will be removed only when satisfactory repairs are complete.
Sincerely,
********* ******Business Response
Date: 01/30/2023
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: ************************************************************.
Our warranty process is to repair defects once the furniture is delivered.We located this customer’s service ticket, and we see that the
parts were delivered to the customer on 01/24/2023. We have contacted the
customer’s service provider and requested that they contact the customer to
schedule a service appointment. The customer should be contacted within the next
1-2 business days to schedule the installation appointment.
The La-Z-Boy customer service department is actively working to resolve
this customer’s complaint within the terms of the La-Z-Boy warranty.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/30/2023
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,
********* ******We accept the notification that the business has scheduled a repair date of Feb 20, 2022. If that date is kept and repair is satisfactory, we will then close the complaint account.
Initial Complaint
Date:01/24/2023
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 October 11, 2022 I ordered a Greyson Power Rocking Recliner w/ Head Rest & Lumbar | Product Cover: [Ice ********] | Options: TEMPUR-Response® Memory Foam Cushioning with order number **********. I did so with the assistance of an individual in-store. It was delivered on November 17. Firstly, the wrong product was ordered. It did not come with the detachable remote or swivel like we discussed in the store, but I didn't want to wait even longer for them to replace it - but then I noticed the internal mechanisms are making very loud noises. I also noticed bubbling in the leather. I figure it's new and maybe this will get better with time. It has not. NOW I noticed the leather is starting to peel away on the arm rest. I've had this chair for two months and the workmanship is horrible. I have tried emailing customer service. I've responded to satisfaction follow up emails. I've even tried calling. Today I was on hold for 3 hours and at 6:00p ET (closing time) the phone just hung up on me. I'm trying to resolve this, please and thank you. I simply want a replacement product. I'd like the proper one I asked for, too. I also do not want to be responsible for the delivery fee of them having to replace this lemon of a chair. Thanks!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: ************************************************************.We have fully reviewed this customer’s claims and we see that
the chair was delivered as ordered. All online orders are placed by customers
directly, not La-Z-Boy employees. It is not an option to order a wireless
remote online. This customer did not order a wireless remote or a swivel base
for their unit, and therefore we did deliver the correct unit to the customer.
We spoke to the customer on 11/17/2023 regarding his concerns. Any
orders returned or exchanged are subject to a 30% restocking fee. As a one-time
courtesy, we did offer to allow the customer to exchange the furniture for the
customer and completely waive the restocking fee. We advised this customer that
he would be responsible for an additional delivery fee as we would be providing
an additional delivery service. The customer was advised that if the furniture
was in the home for more than 3 days, that this offer would no longer be valid.
The customer declined this offer and chose to keep the furniture.
All defects in this customer’s unit can be resolved with
repairs. Our warranty process once furniture is accepted into the home is to
move forward with repairs. A replacement is no longer an option for this customer.
The customer was advised that as a one-time courtesy, we could offer the customer
compensation for their frustrations.
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: 02/02/2023
Complaint: ********
I am rejecting this response because: Firstly, I understand that they do not place orders online at the store. The associate at the store helped me place an order online. Meaning, I placed the order myself with the help of an associate. I was falsely lead to believe that the options I wanted would be included with the chair. However, as I said in my previous response, THIS is not the reason I am writing to the BBB or the company. I am writing to the company because this chair is a "lemon" - it is experiencing all kinds of issues and it is brand new. While I understand that this technically falls under "repair" work, if the chair has this many issues NEW - I can't image what kind of shape it'll be in a few years when it is no longer covered by the warranty. It is better to start with a chair that is in good shape NEW. I was asking for a replacement and DURING THE REPLACEMENT I am willing to pay the extra necessary to get the upgrades I wanted. I am not asking for those for free.Next, the company says we spoke on November 17, 2022. This is true, this was the day the chair was delivered. They not only told me I'd have to PAY to have the correct chair delivered, they told me that it was going to take until MARCH. It was NOVEMBER! Shortly there after, my mother died, so unfortunately, my priorities changed at the time and I was not able to reach back out to La-Z-Boy for a few weeks. However, this is the part that I am truly concerned about - in the company's response, they NEGLECTED to mention that I have reached out to them TWO DOZEN more times since then. I NEVER HEAR BACK FROM ANYONE. NO ONE ANSWERS THE PHONES, NO ONE ANSWERS THEIR EMAILS. They stated that they offered me compensation - they did not! How can they do that when no one reaches out to me! Their communication is so bad that THAT is the main reason I'm reaching out. I can't get a response from the company otherwise.
I have literally sent emails to the company saying, "could you please update me?" i've sent at least 6 of them! No response. I have even sent emails that say, "No problem if you do not have an update, just please acknowledge you've received my email." Again, no response. This company has a serious issue with communication and they have made zero effort to get in touch with me or help me remedy the situation.
MY REQUESTED RESOLUTION: Please provide me a NEW chair that is not faulty. This will make it so the chair will last longer. if you repair a brand new chair, I can only imagine where this chair will be a few years from now when the warranty runs out. When replacing the chair, I do not want to pay for delivery or pick up charges since this issue is not my fault. Lastly, I AM WILLING TO PAY for the upgrades to the chair (the wireless remote and the swivel feature).
Thank you!
Sincerely,
****** ******Business Response
Date: 02/03/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
We
have spoken to the customer and have offered them a reselection of their recliner.
We
kindly ask that this complaint be closed as we have offered the customer their
requested resolution of a replacement.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/03/2023
Complaint: ********
I spoke with ******* ***** on the phone today. She agreed to my resolution and was very helpful and polite and provided me with the customer service that I so desperately needed! The only reason that I have "rejected" the business' response, is simply that ******* was supposed to send an email with all the details we confirmed on the phone today. This email was to be sent after our call. I have not received it. It could be email / technology issues. No problem, I just want to confirm these details in writing before we close the case. I called back the number she provided and I was unable to get anyone on the phone after an hour-long attempt. I am satisfied with our confirmed details - if I could please receive that email and have those details in writing, I am very happy to then close this case with the BBB.
Sincerely,
****** ******Business Response
Date: 02/08/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
Our representative ******* sent the customer an email the
evening of 02/03/23 per the customer’s request.
We kindly ask that this complaint be closed as we have
offered the customer their requested resolution of a replacement.
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. I would also like to add that while it did take La-Z-Boy a dissatisfactory amount of time to reach out to me - the individual who did, *******, was so wonderful in her approach, that it turned the whole situation around.
Sincerely,
****** ******Initial Complaint
Date:01/23/2023
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.
Ordered a sofa and loveseat on 4/1/22 sales ticket number *********. Received the sofa and loveseat about August 12, 2022. A soon as we received it we complained that the sofa and loveseat the cushions were lumpy and creased and did not look like the one we ordered from the pictures. The workmanship is sloppy and not up to the standards we expected from La-Z -Boy. My wife has called many times and has registered the complaint many times and has been on hold for hours each time she has called. A technician was sent to insert more filler in our sofa and loveseat and it did not help. We showed pictures to our sales person and they agreed it is not up to standards. We also received an email from *********, a customer service rep on 11/29/22 requesting we send pictures which we did that same day and La-Z-Boy and its reps are not responsive.Business Response
Date: 02/03/2023
Dear BBB,
Thank you
for alerting us to this customer’s reply.We
reviewed this customer’s service ticket and as a courtesy, this customer was
offered a reselection of their furniture. An email was sent to the customer
today with the terms of this offer. We ask that the customer please review the
email and reply back, advising if they would like to move forward.As soon
as we hear back from the customer, we can more forward in resolving their
complaint.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/06/2023
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:01/23/2023
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.
Received furniture within the last 6 months. Have a warranty on the product. Reported an issue with the furniture and have received no response. No one picks up the customer care warranty phone number and no one has responded to emails sent to customer care warranty email address.Business Response
Date: 01/30/2023
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: ************************************************************.
Our warranty process is to repair defects once the furniture is delivered.We attempted to contact the customer to schedule a service
appointment and left a voicemail with the customer both Friday, 01/27/2023 and
today, 01/30/2023. We will need the customer to call back at ************ to
coordinate a service appointment.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/31/2023
Complaint: ********
I am rejecting this response because:I have called the number listed and no one is answering. I have also emailed stating that any day and time would work for a service call and I could be reached via email as well.
Sincerely,
****** *******Business Response
Date: 02/03/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
We
have opened this customer’s service ticket and their service provider will be
calling them in 1-2 business days to coordinate a service appointment. We are
not able to schedule the appointment via email. We kindly ask that this complaint be closed as we have alerted the service provider to contact the customer to schedule service.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/06/2023
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:01/21/2023
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.
11/21/2021 - Husband and I put a deposit on end table and a cocktail table. The deposit was $531. It was over a year and never received either table. I will uploaded all documents, including Letter to corporate and their response. Corporate did email the store, and the next day, the store manager left a voicemail saying they have my tables at the distribution center and they were they over a month…. Hmmmmmm. I have the voicemail saved.
I called my Visa card and filed a dispute and they said, I lost over a technically ( I filed two weeks after the deadline).Business Response
Date: 02/01/2023
Dear BBB,
We are sorry
for any frustrations that this customer has encountered throughout their purchasing
experience.We, La-Z-Boy
World Headquarters, do not have access to the independently owned and operated
retailers' customer purchase records. We have contacted the customer’s store of
purchase and the store has advised that they will allow the customer to cancel
their order so that they may purchase at a different location. The customer’s
store will be in contact with the customer regarding the details of the cancellation.We kindly ask
that this complaint be closed as the customer’s concerns are being handled by
their store.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 ********. However, I have to understand the terms with store before accepting the solution.
Sincerely,
**** ******Customer Answer
Date: 02/13/2023
[BBB Transcription via Email]
From: **** ****** <****@******.com>
Sent: Sunday, February 12, 2023 11:00 AM
To: Info <******************>
Subject: ********
To whom it may concern,
I accepted a resolution, with Lazyboy, to go to another and order and was told that Lazyboy will contact me. However, no one has called or emailed.
Thank you in advance
**** ******
***-***-****
Sent from my iPadBusiness Response
Date: 02/14/2023
Dear
BBB,
Thank
you for alerting us to this customer’s reply.
We
have reviewed this customer’s sales ticket and we see that that the customer’s
store of purchase is actively working to resolve this customer’s complaint. As
this customer filed a chargeback with their credit card company, the cancellation
cannot be processed until this chargeback has been resolved.
This
customer’s store of purchase will be contacting them to discuss as soon as the
cancellation is ready to be processed.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****,
E-Commerce
Coordinator
CM
******Customer Answer
Date: 02/14/2023
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:01/20/2023
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.
I brought a Coronado Sofa 11/02/2022 and it was delivered 12/23/2022. I notice the right rear leg was damaged . I called customer service for 3 days and was unable to leave a message after holding on for 30 or more minutes. I email Customer service serval time but no one respond. I called the store manager ( ****) and he agreed to email Customer Service as well. Serveral days pass and no response. I called the store again and was told by another sales person that they would email Customer service. I waited a week and still no response. I called **** today and was told he already email Customer service and to wait a couple of days. I told him it has been weeks and no response. I told him I would contact the BBB and he said there is nothing they can do. Please help . I have been working on this since Christmas and no response from them. Thank You for any assistance. I just want them to replace the leg.Business Response
Date: 01/30/2023
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: ************************************************************.
Our warranty process is to repair defects once the furniture is delivered.We see
that this customer has been in contact with our customer service department.
The customer now has an open service ticket and a new leg was ordered and
shipped to the customer’s home. The tracking number for this part is ******************.
The customer should be able to self-install this new leg; however, if they are
not able to, they can email the service department to schedule a technician’s
visit.We kindly ask that this complaint be closed as La-Z-Boy is actively
assisting the customer under the terms of the warranty,
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******
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