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
- 603 total complaints in the last 3 years.
- 89 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:01/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The chair was delivered January 14, 2021.
We have placed 6 services calls.
Every time the repair last a few weeks.
It makes a grinding noise and has since March, 2021.
Any attempt to contact Laz-Y-Boy service takes a long time.
You call and sit on hold for several hours, or take the option to have them call you back and they haven't yet.
Once you get through, they say the service tech will contact you in 1-4 business days.
They never do so you have to start over.
That's why in the 2 years we've had only 6 service calls.
Each one takes 30 days from the time you finally get through until the service rep shows up.
The 'fix' lasts from 1-8 weeks and the noise returns.
The chair is not the quality of the Laz-Y-Boy chairs we have purchased in the past.
Service call numbers: ******, no number for 2nd call, ******, *****, ******, ******
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 is scheduled for a service visit for tomorrow, 01/31/2022. Once
the technician’s report has been submitted and reviewed, the customer will be
contacted to discuss the resolution to their concerns.We kindly ask that this complaint be closed as La-Z-Boy is
following the terms of their warranty.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/30/2023
Complaint: ********
I am rejecting this response because: the chair cannot be fixed. 7 attempts have been made to date.
Sincerely,
***** ******Business Response
Date: 02/03/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
We reviewed this customer’s service case and see that they were
contacted today regarding a resolution. 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 move forward in resolving their
complaint.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Initial Complaint
Date:01/19/2023
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 purchase 2 chairs in the fall of 2021. They were delivered in Jan ‘22 and both had issues. Technicians worked on both. My wife’s chair is fine. Mine still has an issue. In September and October I tried calling them through their customer support and left numerous messages - their message said to leave info and I’d hear back in 48-72 hours. No response. Tried calling my local store and the store the owner is based out of. Both told me I had to work through their customer service.
I finally reached out to their corporate office via Facebook Messenger, off of their page. I received a message asking for my e-mail address, which I provided. Gave them a bunch of info and they said they forwarded to the local owner. This forwarding/“escalating” to the owner has occurred multiple times and I have yet to be contacted.
I am now trying to reach them via telephone and am sitting on hold. As I look at their page I see a lot of similar comments from other customers. I spent around $3,000 for this chair, anticipating that it would be my retirement chair and it causes quite a bit of discomfort. I’m very frustrated and saddened that such a name brand company would be so horrible in their support. Can you please help me?Business Response
Date: 01/27/2023
Dear BBB,
We are
sorry for any frustrations that this customer has encountered throughout their service experience.
The
customer’s store of purchase is independently owned and operated. La-Z-Boy
Incorporated does not have access to the store’s customer records. We have
contacted the store and requested the customer be contacted to schedule service.
The service department advised that they called and left the customer a voicemail.
Kindest Regards,
La-Z-Boy Incorporated,
***** ********
E-Commerce Coordinator
CM # ******Initial Complaint
Date:01/19/2023
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 chair in November the fabric in the back of the chair was curling up all kinds of wrinkles. I went to store to complain they gave a number to call no one ever answered, so I went back to the store and they store sent an email. I waited 3 or 4 weeks went back to the store and they sent another email. I waited another couple of weeks and went back to the store and finally someone called in December and he came and took pictures and someone would get in touch with me and I went back to the store. On January 13th someone came back to my home to look at the chair and took some more pictures and I paid an extra $150 for a firm seat and the seat isn't firm.Business Response
Date: 01/31/2023
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: ************************************************************.As a one-time courtesy, due to the extent of the repairs needed
as well as the length of time that this customer has been working with our
service department, the technician has approved a reselection for the customer.
We have called the customer and offered them the reselection and the customer accepted
this.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Initial Complaint
Date:01/18/2023
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 furniture in March 2022. It was finally delivered Dec. 1st 2022. The furniture was delivered to me broken which I discovered later that evening. On Dec 3,2022 I called the service department and was told they couldn’t help me because I was out of their area. I found that strange since they delivered to me. Was told to call corporate to get a different service department to help. Called corporate on Dec. 5,2022 and was told an email would be sent and someone would contact me in 3 business days. I was given a case number ******. There was no contact. On Dec. 8, 2022 I called the corporate office again and was told to wait another 5 business days. On December 13,2022 I called the corporate office again and was finally told someone would call me that day. I received a call from **** at the original service department that is supposed to service me based on where my purchase was made. I sent him photos of the issues and he said he would get back with me. After that I made repeated phone calls to the service center and was finally connected with someone to get the ball rolling. A service technician came to my home and looked over the furniture and said they could repair the broken piece (on the frame) which to me is unacceptable. The other issues he said he could fix also with new parts. I did tell him I was unhappy with the quality and workmanship of this furniture. It is not the same as what was in the store and that I wanted all new furniture. After his visit I found other issues with the furniture coming apart in several places. I informed the service department and have sent additional photos and video of the issues and have now requested just a refund due to the poor quality of what we paid too dollar for because it is supposed to be the best furniture in the market. I have found that to be untrue. I am emailing the CEO to address this issue as wellBusiness Response
Date: 01/23/2023
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: **********************************************************ty.
Replacements/refunds are not something La-Z-Boy offers. Our warranty process is
to repair defects once the furniture is delivered.We,
La-Z-Boy World Headquarters, do not have access to the independently owned and
operated retailer’s customer purchase records. We have contacted the customer’s
store location and have requested that they reach out to the customer to
discuss any available options.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/24/2023
Complaint: ********
I am rejecting this response because: the furniture I received is not up to the standards of the furniture that was in the showroom. This furniture that I received is broken, has seams coming apart and in areas not even sewn properly. The furniture is extremely uncomfortable to sit on. I can feel the springs when I’m sitting on it and it’s even starting to sink some on the section that I have to sit on. The customer service I’ve received in regards to this was very difficult at best. This is not something that can be fixed under a warranty complaint, It’s not even put together properly. I don’t even believe this is the same model that was in the showroom. That model was comfortable and very padded to the point it felt like I was sitting on a cloud. What I received is no where near the same. If a refund is not something that can be given then I would like all new furniture and I’d like what was actually in the showroom.
Sincerely,
******* *******Initial Complaint
Date:01/18/2023
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.
Here is the correspondence I sent to La-Z-boy. Sales Ticket #********* Dear La-Boy, We have been loyal La-Z-Boy customers for many years in New Jersey and in our new home in Florida. We arrived in **** **** ***** Florida on August 9, 2022 and headed to the La-Z-Boy Furniture Gallery at 410 S. State Road 7, Royal Palm Beach Florida 33414. Our intention was to purchase furniture for our dining room, living room, den and bedroom, which we did to the tune of $20,000.00. Most of our order was delivered to us on October 18, 2022, we had to wait for 2 recliners for our den and 2 love seats for our living room which was fine with us. The pieces we did get were amazing! They fit our new Florida life perfectly. The problem is with the headboard we did not need or want a footboard. We have a Sleep Number Bed, which we told our sales person and the designer who worked with us. They did not think that was an issue. Turns out it is a HUGE issue! The holes to connect the headboard to the bed didn’t line up so we were assured that a solution for this would be found for us. We never heard from La-Z-Boy. On December 1, 2022 I emailed the designer to find out what the status was on our issues I described in the email I sent – copy below: Hi ********!! Hope you had a Happy Thanksgiving. We were wondering if you were able to come up with a solution to our headboard dilemma – it can’t be attached to our Sleep Number bed. Also, we have a few drawers in the dresser and chest that aren’t closing correctly. *** took them out to look for obstructions but couldn’t find any. Also, the nonpower recliner which has never been used (we use the power chair) had a spring fall out of the back of the chair. We’d like someone come out to replace the spring and check the drawers for us. Also, we want the headboard issue resolved. Please call us at ************* as soon as possible. Thanks so much!! *** & *** ****** Since we were waiting for a reply from La-Z-Boy we did some research online and discovered that Sleep Number has an adjustable bracket that enables you to attach a headboard to their bed. Of course, we immediately ordered and paid for the part that was here on the day your representative was here. Finally on December 13, 2022 someone came to our house to assess our situation. He checked the drawers and decided that they were defective and he would order new ones. He then addressed the headboard and we showed him the brackets we purchased. He said he could figure out how to use them but wanted to know where the hardware that came with the headboard was. Unfortunately since the headboard wasn’t installed at the time of delivery it’s anyone’s guess where that hardware is. We only know that it was never given to us. He told us he’d get back to us with a solution, unfortunately, we have yet to hear from him or any other La-Z-Boy representative, and on the day he was here the recliner spring was never taken care of. I mentioned that we were loyal La-Z-Boy customers. Below are our comments on the survey you sent us about our experience: EVERYTHING!! We were greeted by ***** as we admired a set of a table and chairs that we thought would be perfect for our new home here in Florida. We had just moved here from New Jersey the day before. We are past customers of La-Z-Boy and have always counted on you to have durable (we have cats) and stylish reasonably priced furniture, as well as friendly and knowledgeable sales associates. You did not disappoint!!! We met ******** and she and ***** spent time with us choosing pieces doing floor plans and creating the perfect Florida Home for us. Most of our pieces have been delivered and we decided we needed something else so I went on to the internet printed my choices and went to see *****. She was wonderful, as we knew she'd be and even got ******** on the phone with us to go over the pieces and get another opinion of what we chose. These women went above and beyond our expectations!! They are valuable assets to La-Z-Boy! We can't wait to get the rest of our furniture and when we need any more our choice will be ***** and ********!! After your representative’s visit we received another survey from La-Z-Boy asking us how you’re doing so far. I answered that survey saying we weren’t happy and you were doing a good job of losing us as customers. Not a surprise but no one ever reached out to us to correct this situation. Since you don’t have a plan to rectify our issues we came up with one: 1. La-Z-Boy will order and deliver the two drawers for our dresser and chest. 2. La-Z-Boy will come to our house and repair the Loveseat that the part fell out of. 3. La-Z-Boy will refund the $840.74 that we paid for the headboard via a credit to our American Express Card and come to our house to retrieve the headboard on the day they deliver the drawers and repair the recliner. We have been more than patient regarding this purchase and are very disappointed in the way our issues have been treated or not treated by you. Hopefully, you’ll reach out to us and resolve this. Thank you, *** & *** ******Business Response
Date: 01/25/2023
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: h**********************************************************y.
Our warranty process is to repair defects once the furniture is delivered.We have
reviewed this customer’s service case and we see that our customer service
department is actively working on their concerns. The service department is in
the process of ordering all of the necessary parts to resolve.We kindly
ask that this complaint be closed as the customer is actively receiving service
within the terms of their warranty.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/21/2023
[BBB Transcription via Email]
And the saga continues!!!
Yesterday we were visited by your technician. We gave him the box we received with parts from Kincaid and surprise surprise as per your technician they sent the wrong parts. He used them in the chest drawer and that works fine. He did my dresser and that didn't work so he adjusted it and it was fine. As soon as he left I put my clothes back in the drawer and another surprise it didn't close. At this point in time I insist that you replace both of the incorrect parts, send them to your technician - not me - so he can be sure he gets the correct parts. Also he checked out the spring that fell out of our recliner and that is also broken and parts must be ordered. I do believe that after the wrong items were sent to us he will have the recliner parts sent to him.
And now for the major item. I have heard NOTHING from you about when you will issue my refund of $840.74 or when you will pick up the headboard that was delivered to us in October 2022 and has not been attached to our bedframe. PLEASE ARRANGE FOR THAT TO BE DONE IMMEDIATELY!!!!
Thank you for your immediate response to this email.
*** * *** ******
Sincerely,
*** * *** ******Business Response
Date: 02/27/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
Our customer service department has reordered the correct parts
for this customer’s repair. Once the parts have been delivered, our La-Z-Boy
certified technician will schedule an appointment to install the parts for the
customer.
Regarding the headboard, we have emailed the customer’s store of
purchase and asked that they contact the customer to discuss return options for
their headboard. The customer’s store of purchase will assist them further with
that concern.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 03/01/2023
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. They are scheduled to pick the headboard up and issue my Amex credit on Saturday 3/4/2023. We have received a box of parts from Kincaid and notified them that we have it. we are waiting for them to call us to schedule an appointment to do the repairs.As soon as these items are completed I will let you know. Thanks for your help with this matter!
Sincerely,
*** * *** ******Initial Complaint
Date:01/18/2023
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 two la-z-boy recliners April 1, 2021. We received them in July. One made a lot of noise when I assumed different positions. It was under warranty, so I called la-z-boy customer service. They contacted their warranty service provider (Furniture Solutions Network). A Furniture Solutions Network repairman came out, looked at it and told us the whole undercarriage would have to be replaced. He left and we waited a month, called la-z-boy customer service and asked about the status of the assembly we thought was on order. They stated that the repairman had lubricated the assembly and closed out the work order. That was an absolute lie.
La-z-boy contacted the service provider and let them know what happened. We then arranged to have another repairman come out. He was clueless as to what was causing all the noise, so he simply lubricated all the springs. It was obvious he just wanted to get out of here and close it out. The lubrication had no effect.
I'm sick of the runaround and do not want to have another repairman out here who is clueless and has no intention of finding a resolution. I think La-z-boy has no other option but to send a replacement recliner.Business Response
Date: 01/23/2023
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 were
able to locate this customer’s service ticket and we see that the customer was
scheduled for an in-home service appointment with one of our technicians on
01/10/2023. The technician found this customer’s unit to be built up to
manufacturing specifications. From a repair standpoint, there is nothing we can do to resolve their concerns.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/24/2023
Complaint: ********
I am rejecting this response because: They haven't fix the problem. The problem is that it makes a lot of noise (rubbing, grinding, squeaking) when assuming different positions. I've had four LA-Z-BOYs in the past and none of them had this problem. It's obvious the undercarriage is just out of specs. and needs to be replaced. It's a shame LA-Z-BOY has adopted this dishonest anti-customer attitude. I purchased the LA-Z-BOY (along with another identical one) at LA-Z-BOY Furniture 376 in Lacey, WA April 1, 2022 (transaction ******).
Sincerely,
***** *****Business Response
Date: 01/27/2023
Dear BBB,
Thank you
for alerting us to this customer’s reply.Since
there are moving metal parts in our reclining mechanisms, there will be some
noise involved when operating the furniture. We
have schedule 2 technician appointments for this customer and the report from
both visits states that this customer’s furniture is built to manufacturing
specifications; there is nothing that we can replace or adjust to eliminate the
noise.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/30/2023
Complaint: ********
I am rejecting this response because: It has nothing to do with the fact that it has a mechanical undercarriage. I know what it should sound like. Of course, moving the foot extension up and down is naturally going to create mechanical noise. I'm not talking about that. I'm talking about movement which should produce that kind of squeaking, rubbing, etc. I know because the one I purchased with it does not make that racket and none of the other four LA-Z-BOY recliners I've owned in the past did. So your statement is absolutely ludicrous and illogical. Further, the repairmen you sent out have proven to be dishonest. The first one indicated that a new mechanical undercarriage would have to be ordered. Then I found out he lied and reported that he had lubricated it and closed the work order out. In fact, I was there the whole time and he had not lubricated anything. Then the second repairman came out and did lubricate the springs. That hasn't worked either. Basically, what they are saying is analogous to buying a new car making all kinds of racket going down the road and the salesman telling you that's how it should because it's a mechanical device.It's ashamed that LA-Z-BOY has become so cynical and dishonest.
Sincerely,
***** *****Initial Complaint
Date:01/17/2023
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 09/29/20 my wife and I purchased two La Z boy recliners at the La Z Boy store #283 in North Plainfield, NJ for delivery to Florida. We purchased the 5 year extended warranty plan that day that covered both recliners. Last year one of the recliners had begun to make noises while reclining or just rocking in the upright position. I called La Z Boy several times to have someone come out to look at the problem and fix it. Noone ever called back to schedule it and I was ignored for 6 months. I have called La Z Boy no less than 10 times and noone has ever helped me resolve my problem.Business Response
Date: 01/25/2023
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
While this customer did purchase from a La-Z-Boy owned store, they have moved out of our serviceable area. This customer will need to seek out a local repair shop. We can assist the customer with ordering requested warranty parts, but we are not able to assist with the installation of these parts.
Kindest regards,
La-Z-Boy Incorporated,
***** ********
E-Commerce Coordinator
CM ******Customer Answer
Date: 01/25/2023
Complaint: ********
I am rejecting this response because:These Laz Z BOY recliners are under warranty and When I brought this complaint to the North Plainfield and Miami stores neither were able to provide a service contractor for my area. I have been summarily ignored when following up with Laz Z Boy customer service and their reps. They need to provide a contractor as well as pay for any and all repairs ASAP.
Sincerely,
******* *******Business Response
Date: 01/27/2023
Dear BBB,
Thank you
for alerting us to this customer’s reply.The La-Z-Boy
manufacturer’s warranty only provides labor coverage for 1 year from the date
of delivery. We do not offer any extension of the manufacturers warranty. This
customer did purchase a protection plan through a third-party company called
ServeCo. This protection plan covers against in home damage to the fabric only.
This plan would not provide coverage for any mechanism, frame, or spring
concerns. If the customer wanted to utilize this protection plan, they will need to file a claim with ServeCo, which is a separate company.As this
customer is outside of the labor warranty and does not live within a La-Z-Boy
serviceable area, they will be responsible for locating a repair service and
for all charges associated with the repair. We can mail requested parts to the customer
if needed.We kindly
ask that this complaint be closed as we are following the terms of the La-Z-Boy
warranty.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/30/2023
Complaint: ********
I am rejecting this response because:The business, Laz Z Boy had already accepted my original service call and added a case number to my file, case# ****** on 10/24/22. They accepted responsibility for the repairs and said they would contact a service provider. I reject the claim I live out of the service area as my location in the Florida Keys was provided and verified at time of purchase if I ever needed service it would be provided. I filed my 1st service request on 10/24/22 case# ****** and the 2nd one on 11/18/22 case# ******. Both have been followed up several times without satisfaction. I have been summarily ignored by Laz Z Boy. If they did not cover the defect why take a case on it twice? Servco was contacted and they ignored all requests for service. Since Laz Z Boy partnered with this service provider it is their responsibility to ensure they provide customer service to their customers.
Sincerely,
******* *******Initial Complaint
Date:01/17/2023
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 went to the Tacoma WA Store on Oct 20th, 2022 to attempt to purchase some furniture with the stipulation that I had to have it delivered before Nov. 1st , 2022, because I had upcoming surgery. i was informed that they could by the sales rep. Ipicked out the furniture and we sat down to write it up. I informed the sales rep that delivery had to be on 10/26/22 because of my scheduling with Dr. appts and work or I did not want to continue with the purchase. she then informed me they could not deliver it on the26th but they could on the 27th, i told her that I could not be home before noon on the 27th because i had appts with my surgeon and other Drs in the AM. she assured me that if they could not deliver in the am, they would swing back in the afternoon. because of that assurance i went forward with the purchase. The 27th came, and they attempted to deliver at 9:50 am after tellimg both the sales rep and the delivery company that I could not be there before noon. That was the only time they attempted to deliver the furniture. That evening I returned to the store telling them to cancel everything, because i was going to be laid up with a hip replacement and would not be able to accept delivery. Not only did they not cancel it but they submitted the account to the Finance company for payment. I have contacted the store and corporate with no response.Business Response
Date: 01/23/2023
Dear BBB,
We are
sorry for any frustrations that this customer has encountered throughout their sales
experience.We
reviewed this customer’s sales ticket, and we see that this customer’s purchase
were clearance items and all sales are final. Per the terms of sale, we provide
refunds or exchanges only in the following circumstances. If you request a
refund within 3 days of when you place an order for anything other than Clearance
or As-Is merchandise, we will refund what you paid us (except for fabric
protection charges, which are non-refundable) unless you have already received
your furniture. Special order, Clearance, and As-Is merchandise cannot be
returned or exchanged for any reason.We kindly
ask that this complaint be closed as the customer’s store of purchase is
abiding by the terms of sale signed at the time of purchase.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/23/2023
Complaint: ********
I am rejecting this response because:I was told that the furniture would be delivered on a certain day, It was not. No other days were ever mentioned, nor would I have purchased the furniture if they would have informed me that they could not deliver as promised.
Clearly this is a case of them misrepresenting what they could do.
Sincerely,
***** *******Business Response
Date: 01/27/2023
Dear BBB,
Thank you
for alerting us to this customer’s reply.We
are sorry for the inconvience that this customer experienced and for any
miscommunication that may have happened regarding the delivery date; however,
all clearance sales are non-refundable.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/31/2023
Complaint: ********
I am rejecting this response because: It was not miscommunication, I was outright lied to. I was promised and assured that the furniture would be delivered by a specific date. I told them at the start that if they could not deliver it by the 29th of October I would not make the purchase. I was assured it would be if not in the AM, which I told them would not work for me because I had a appt. with my surgeon, the they would be back that afternoon to make the delivery. It never showed up. So I guess Lazy Boy encourages their sales reps to lie and decieve their customers just to get a sale. I have been in sales for over 40 years and have never seen such terrible customer service in my life. I will let everyone I know and talk to about the horrible experience I had with Lazy Boy tAKING ADVANTAGE OF SOMEONE THAT WAS TRYING TO BE ABLE TO GET SOME COMFORT FOR A UPCOMING SURGERY. My next contact will be with the state Attorney Generals office to check into the practice of billing people for merchandise that they have never recieved.
Sincerely,
***** *******Initial Complaint
Date:01/12/2023
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.
Sale Ticket #*********
Payment Date: 09/02/2022
Amount: 9905.62.
Delivery Date: 09/08/2022.
service ticket number ***********
We've paid for Trouper Sectional with extra Firm Cushion on all pieces. But we received regular cushions.
It's been almost 5 months we are trying to get in touch with Customer Support for the right cushions. But every time when I tried reaching Customer support it takes more than an hour to talk to an Tech Support.
Finally an Agent answers the call and puts you on HOLD for another 30-45 min.
None of Tech Support is knowledgeable; they are very rude/arrogant behavior they hang up the calls without any solution.Business Response
Date: 01/23/2023
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 reviewed this customer’s service ticket and we see that
parts were ordered for their repair. Once the parts are received, we ask that
they please contact our service department to schedule in installation of the
parts. We are confident that our La-Z-Boy certified technician will be able to
repair this customer’s unit and bring it up to manufacturing specifications.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/23/2023
Complaint: ********
I am rejecting this response because: This was the same response I received earlier after the date of Delivery. This is an ongoing process and will take several months.
Sincerely,
**** *******Business Response
Date: 01/23/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
If the customer’s issues persist after their parts are delivered and have been installed, we
will review their ticket further.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/23/2023
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 for now.
If the issue still remains unresolved or not satisfactory, I request them to take back their furniture & issue 100% refund.
Sincerely,
**** *******Customer Answer
Date: 02/24/2023
Sale Ticket #********* Payment Date: 09/02/2022 Amount: 9905.62. Delivery Date: 09/08/2022. service ticket number ***********. This is an ongoing issue with LaZboy and here's the previous Complaint ID: ******** (BBB). I need a refund from the company. For the previous Complaint they just responded here through BBB and sent incorrect materials and no support or Repair has been involved so far and still waiting. It's been almost 8 months now. I need the refund as soon as possible and take back your furniture. "We've paid for Trouper Sectional with extra Firm Cushion on all pieces. But we received regular cushions. It's been almost 8 months we are trying to get in touch with Customer Support for the right cushions. But every time when I tried reaching Customer support it takes more than an hour to talk to a Tech Support. Finally, an Agent answers the call and puts you on HOLD for another 30-45 min. None of Tech Support is knowledgeable; they are very rude/arrogant behavior they hang up the calls without any solution".Business Response
Date: 02/27/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
We have reviewed this customer’s service ticket and we see that
the correct parts have been ordered for the customer. We also see that the
customer has been scheduled for the installation of these parts.
We respectfully ask that this complaint be closed as we are actively
working to resolve this customer’s concerns under the terms of the La-Z-Boy warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Initial Complaint
Date:01/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to schedule repair service for my La-Z-Boy Astor recliner since November, 2022, but La-Z-Boy has not responded to nor replied to any of the numerous service requests I have made over the past weeks. The chair was purchased in 2018 from La-Z-Boy Newington, 3050 Berlin Turnpike, Newington, CT 06111 and is covered by a limited lifetime warranty. See ************************************************************ for full warranty information.
Starting in November, 2022, I have been attempting to schedule repair service through La-Z-Boy's online system, through their voice system, and by speaking directly to a store manager at the Newington store where the chair was purchased. Although the store manager has been helpful and also left both voicemail and email messages for their service department to contact me, I have not been able to speak to anyone in the service department, nor have I received any form of reply. The store manager informed me that this inability to contact the La-Z-Boy service department is a 'known issue' and has no further advice.Business Response
Date: 01/23/2023
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 contacted the customer and scheduled a service
appointment for them. The customer is scheduled with our certified La-Z-Boy technician
for 01/31/2023. We are confident that our La-Z-Boy certified technician will be
able to repair this customer’s unit and bring it up to manufacturing
specifications.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******
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