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.
- 91 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:01/10/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a recliner with fabric protection plan in January 2022. The custom order was delivered in May 2022. Since day 1 the recliner has made metal on metal sounds. I contacted the store I purchased it from and was instructed to call La-Z Boy comfort care. After hours on hold I finally reached someone who would schedule a repair call in 12 weeks or so. I had no other option so I agreed. The repair was confirmed the day before and it was a no show. I called again and waited on hold. Once again it was scheduled for weeks out and late cancellation (this time with notice). I called again and waited hours- Finally in September what I expected to be a service call was merely an evaluation. I was told I’d hear back from Lazy Boy for repair. They never reached out. I called lazy boy again and finally in December a knowledgeable repair person came out and said the ordered parts were not going to fix the numerous problems with the chair (which included but not limited to improper chair setup by factory). He ordered more parts which arrived swiftly. His company which is affiliated with lazy boy stated lazy boy would schedule the repairs. Lazy Boy never called. So once again I am currently on hold for over 2-1/2 hours and no one has taken my call. I paid over $2700 for one chair. I was previously advised by lazy boy that they do not offer returns for refund. I am certain I’m not the only customer with such a complaint that lazy boy does not have acceptable customer support or “comfort care” as they refer to their (lack of) service.
I have few options left, I even reached to to lazy boy executives via instagram and mentioned my next step would be filing with BBB.
Please help with replacing or refunding me for this purchase.
Business Response
Date: 01/06/2023
Customer filed complaint against the incorrect company. We are an independent dealer in NY. The customer purchased from a store in MA.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
they are scheduled for a service visit for 01/26/2023. 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 ******Customer Answer
Date: 01/23/2023
Complaint: ********
I am rejecting this response because:I’ve waited since May 2023 to have my brand new recliner repaired. Just Today 1/23/23, ******* from Lazy Boy called me to schedule immediate repair - to be performed on 1/26/23. ******* confirmed what my complaint stated that a repair person worked on my chair in December and ordered additional parts. She also stated lazy boy emailed me with a follow up to schedule the install/repair - I never received said email. Obviously, had I, I would’ve scheduled a repair day immediately rather than wait on hold for hours numerous times on their phone line. She never mentioned why it has taken 7 months to fix a defective chair nor did she address or apologize for the numerous unsuccessful telephone holds Lazy Boy places it’s customers on for hours. She was very pleasant on the phone and I provided a second email address so I could confirm a contact. It is obvious, the only reason lazy boy reached out to me was due to BBB’s intervention. This validates the complaint was needed to obtain assistance - I thank BBB for the help.
Additionally, I would like Lazy Boy to justify why they offer customer care for an additional fee (approx $300) when they cannot/did not provide this service prior to BBB intervention.
I feel it’s only fair that this case remain open until the chair is fully repaired/replaced/refunded.
********-*****
Sincerely,
****** *****Customer Answer
Date: 02/06/2023
[BBB Transcription via Email]
** ********************
9:29 AM (0 minutes ago)
to me
********,
I hereby reject the the subject complaint resolution with Lazy Boy, due to
1. Chair not repaired
2. No follow up from Lazy Boy
3. No response from Lazy Boy (email sent)*
4. No idea if parts have been ordered or if a replacement has been ordered
Based on a repair persons evaluation, the chair mechanisms were installed correctly. I believe the chair needs a whole new base including springs and under carriage. I am concerned based on sounds made by chair that the spring will break causing injury.
*Post BBB intervention, I requested an email address from ******* at Lazy Boy so I would have her contact information. ******* promptly sent me an email. After the last repair visit, I replied to ******* only to realize the email address was not sent from her or a person, but most likely to a large batch customer complaint email account “*************************”. I never heard back from Lazy Boy.
Thank you for your assistance with resolving this issue.
****** *****Business Response
Date: 02/08/2023
Dear BBB,
Thank you for
alerting us to this customer’s reply.
Upon reviewing the
customer’s service ticket, we found that the technician went to the customer’s
home on 01/26/23 to install the new base. The repair was completed, and the customer’s
ticket was closed. We have not received any further communication from this customer.
We ask that if the customer is experiencing additional concerns with their furniture
that they contact our service department back to have their ticket reopened. Our
service department can be reached at ***-***-****.
We kindly ask
that this complaint be closed as the repair has been completed.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/08/2023
Complaint: ********
I am rejecting this response because:They said I did not contact them… Attached is the email sent to Lazy Boy.
It is obvious lazy boy is not honoring their comfort care guarantee. Lazy Boy is penalizing me for:
1. Their repair person not doing his job properly - he told me he would advise lazy boy that the chair still needs springs
2. Providing me with a bulk email account rather than a personal contact as I requested - as you can see on the attached email that I responded to the email sent directly to me signed by *******.
3. They are asking me to call their comfort care line which I did but had to hang up after 3 hours on hold they are fully aware this problem exists
4. I hereby demand a refund for the additional fee I paid ~$300 for a service they refuse to provide
Since they cannot fix the chair, I cannot even donate the defective chair to charity because there is a good chance of injury due to Lazy Boys negligence in properly repairing the chair.
Sincerely,
****** *****Business Response
Date: 02/13/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
We have contacted the customer today to discuss her concerns. We
advised that the customer’s springs were replaced in December and the previous
technician requested that a new base be ordered. The most recent technician’s
report states that repairs were completed.
We have scheduled an additional inspection visit for the
customer for 02/17/2023. The customer as advised that we will repair any
defects found in the furniture, however, if the technician determines that the furniture
is built as designed, we would not be able to make any further adjustments.
Kindest regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/13/2023
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:01/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a three piece sectional and the frame is brokenBusiness Response
Date: 01/21/2023
Dear BBB,
We are
sorry for any frustrations that this customer has encountered throughout their
service experience.The
current La-Z-Boy warranty has been in place since August of 1992. La-Z-Boy
offers a limited lifetime warranty on the parts of the frame, mechanism, and
springs, against manufacturing defects, for as long as the original purchaser
owns the product and can supply their dated receipt as proof of purchase.
Fabric, leather, and standard foam padding have a one-year warranty, against
manufacturing defects, from the date of delivery of the furniture into the
customer's home. Labor to repair or replace any defective parts is covered for
one year from the date of delivery of the furniture. The following is a link to
our full manufacturer’s warranty: ************************************************************.This customer
has an open service ticket with our service department. They are scheduled for
a technician’s visit on Friday, January 27th to repair the damage to
their sectional.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Initial Complaint
Date:01/09/2023
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 memory foam sofa bed sleeper from La-Z-Boy store in Union City, Ca on 10/18/2021 on 12/22/21 we started noticing that when the sofa bed was in use there were signs of dampness and mold underneath the foam mattress. We immediately contacted La-Z-Boy on 12/23/21 about the mold and it took them several months to get instructions on what they would do for us, they finally responded and instructed us to physically bring the foam mattress back to the store where we purchased it from on 3/26/2022. The first new replacement foam mattress was delivered but after use the same dampness and mold issue occurred again, we contacted La-Z-Boy several times again and requested they send us a regular basic mattress non-memory foam since they had problems with their memory foam mattresses, for a second time they rejected and insisted it had to be like for like and dispatched a technician to replace the foam mattress again along with the mechanism black tarp which the mattress sits on, this did not resolve the mold problem.
We recently contacted La-Z-Boy again on 11/23/2022 in regards to the same mold issues and after several weeks they indicated that corporate would have to respond in regards to our request for a non-memory foam but a standard mattress replacement.
We received a corporate response on 1/5/2023 indicating the request for replacement has been denied, they stated we live in an area that is prone to mildew and recommended we purchase a humidifier, anything further in regards to a replacement would be at customers expense.
There is also a 3 year warranty from La-Z-Boy on the mattress which they are refusing to acknowledge.
We currently have three other foam mattress in our house with no mold issues.
After doing some research the reason for the mold occurring on the La-Z-boy mattress is due to the faulty sofa design and poor ventalation for the foam mattress. The mattress sits on a solid base which results in dampness and mold. Photos attached Thank YouBusiness Response
Date: 01/19/2023
Dear BBB,
We are sorry
for any frustrations that this customer has encountered throughout their service
experience.The customer’s
store of purchase, Union City, CA, is independently owned and operated.
La-Z-Boy Incorporated does not have access to the store’s customer records. All
service, exchanges, etc. must be done directly at their retail location
where the customer purchased the furniture as they are their customer and all their
financial transactions have been made through their location (which is not
linked to our corporate offices). Per the terms and conditions that were signed
at the time of sale, refunds are not available.We have
contacted the customer’s local service department and have been advised that
the customer’s concerns are not a result of a manufacturing or material defect.
If the customer is interested in purchasing a new mattress, they can contact
their local store for pricing and options.We kindly ask
that this complaint be closed as the customer has the option to procced with
repairs on a charge basis per the terms of their warranty.Kindest
regards,
La-Z-Boy
Incorporated,
******* *.
E-Commerce
Coordinator
CM
******Customer Answer
Date: 01/27/2023
Complaint: ********
I am rejecting this response because:When the problem initially
surfaced, ****** at the neighborhood La-Z-Boy business advised me to call the
corporate office and open a ticket. The black mechanism and the memory foam
mattress have already been replaced by ********* at the corporate office. I'm
not sure why I should visit the local La-Z-Boy outlet again now that the
corporate office has instructed me to do so. My sofa couch is covered by a
guarantee that concludes in September of 2024, and it has already replaced the
black mechanism and memory foam mattress after being approved at the corporate
office. The corporate office has abruptly decided against replacing the black
mechanism and memory foam mattress. I would like to have my memory foam
mattress changed out for a conventional mattress as a refund is not permitted.
Sincerely,
********* *****Business Response
Date: 02/01/2023
Dear BBB,
Thank you
for alerting us to this customer’s reply.Mold is not considered a manufacturing or material defect and
therefore, this is not considered to be a warranty concern. If the customer
would like to change the mattress that they have, the only option they would
have is to purchase a new mattress through their local store.Kindest regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/02/2023
Complaint: ********
I am rejecting this response because:After a guest uses the memory foam mattress, the underside of the memory foam mattress is ALWAYS wet. The problem is the memory foam mattress. Please provide me with a standard mattress. With a guarantee on my sofa that lasts through September 2023, I'm entitled to a replacement that will function as intended.
Sincerely,
********* *****Initial Complaint
Date:01/09/2023
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 11-14-22 a purchase charge was made to my La Z Boy credit account in the amount of 1,087.29. I did not make any purchase and last made a purchase in 5/2020, paid in full January 2022. I contacted the company immediately and they said that they could not provide any details as to where and what was charged. I explained there was no other authorized user and I had not made a purchase. I requested that they issue a new card because my card had fraudulent activity. Today, I received notice that they were charging me because the "Unidentified item/items had been mailed to my address". They provided no delivery documentation, date, what was purchased etc. I have not made any purchases and I did not receive any delivery from a purchase made in November 2022.Business Response
Date: 01/19/2023
Dear BBB,
We are
sorry for any frustrations that this customer has encountered.Upon reviewing the
customer’s Sales Ticket from their 2020 purchase, we found that the customer
had contacted the store regarding the charge in their account. The store reviewed
the Sales Ticket and found that the customer had been charged for a table that
the customer had returned. The customer was refunded $1,087.29 on 01/12/23.We kindly ask that this
complaint be closed as the customer has been refunded for the charge.Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *********Initial Complaint
Date:01/09/2023
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.
Purchase Nov 2021, 1/2 down, Delivery 6 weeks; I called over and over checking - *** ***** 04/09/22 I was told MID JUNE. I called and said enough is enough, asked for a refund and cancellation, amazingly enough the chair was there, had been there, they just had not had time to call. We picked up the chair in 2 pieces, the back was wrapped with plastic. I checked the color of the material and sat on the seat. They then put the back on top the seat and rewrapped with plastic. As soon as we got it home, I had several concerns. The back was "wobbly" back and forth; the seat sunk in; my arms were on WOOD not cushion when I lay the chair back. I started calling comfort care, up to an hr wait each time; FINALLY after calling October 12, 13, 18; they scheduled a tech 10/26/22, 7:30 PM; he asked questions and made pictures. I waited 1, 2, 3 weeks, finally calling back "oh the Tech forgot to share his findings" give us a week; waited 1, 2, 3 weeks again called back - oh yeah we see the notes, but we need to ask more questions; thru the entire questionnaire again - explained concerns. The wait begins again. My next call was December 21st was transferred to ***** on the PARTS TEAM - Each time I call I get "pity" on the other end but never a solution. *****: Well, now its the holidays so, we might not get an answer will after the Christmas holidays but "I WILL CALL YOU BACK MYSELF .. we will get this taken care of, either repair to your liking or even a different chair" ... It is now ***UARY 6th 2023 and again I am on hold 40+ min as I have heard NOTHING. I am prepared to go to the media which seems only a waste of time as big companies like this could care less about one customer and one $1000 chair ... but now I see many many others complaining here too, so it's worth a shot. This is not good business and the name of the company is one of the reasons I chose this Furniture ... I want a solution and I believe a year is long enough to wait !!Business Response
Date: 01/19/2023
Dear BBB,
We are sorry
for any frustrations that this customer has encountered throughout their service
experience.We have reviewed
the customer’s Service Ticket and contacted the customer today to discuss a resolution
to their concerns. The customer has been offered a reselection. A
reselection is when the cost of the chair is issued back to her original store
of purchase so she may choose a new unit. The store will be able to provide her
with the exact amount. The customer may choose the same unit or something else.
If she chooses something that is more expensive than what she previously paid,
she will be responsible for the difference in cost. The old unit would be
picked up when the new unit is delivered.We kindly ask
that this complaint be closed as the customer has accepted our offer of the reselection.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*
E-Commerce
Coordinator
CM
******Customer Answer
Date: 01/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I am skeptical that there will be a "catch" hidden in this solution.
Sincerely,
******* ****Initial Complaint
Date:01/09/2023
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 bought a Pwr Recline XRW on 2-18-2017. It tips forward when in the fully reclined position making a dangerous situation for my elderly mother. This model was recalled in 2015 for this very reason. Obviously the company did not remedy the tipping problem with this model that i purchased in 2017. If the current model or if they have a different recliner that does not tip forward when in the reclined position, i would like a replacement. If they have not corrected this problem, I feel that it should be recalled.Business Response
Date: 01/19/2023
Dear BBB,
We are sorry
for any frustrations that this customer has encountered..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
received communication via email earlier today, advising the customer to
contact our service department to schedule an in-home service appointment with one
of our technicians if they felt that their unit was defective.We kindly ask
that this complaint be closed as the customer was offered services under their
warranty.Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Customer Answer
Date: 01/22/2023
Complaint: ********
I am rejecting this response because: This is not something that can be repaired, it is a design flaw in the product. Laz-Z-Boy recalled similar models on May 12, 2015 because the chairs would would tip forward in the fully reclined position. Obviously they did not fix the problem as this chair does the exact same thing. *****************************************************ll-Saver-Power-Reclining-Furniture
I would like a full refund on this chair as I do not feel that it is safe for my 93 year old parent to continue to use.
Sincerely,
***** *******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: *************************************************************This customer’s current unit is not a part of any recall. This
customer has had the furniture in their home for almost 6 years. We are having
this complaint reviewed by our Executive Escalation team; however, at this time,
a refund would not be an option and the next steps for the customer would be to
schedule an in-home service appointment.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/23/2023
Complaint: ********
I am rejecting this response because: It doesn't matter that i have had the chair for 6 years. It is like brand new and we paid $2200 for it. My mother age 93 fell out of it when it tipped forward in the fully reclined position. She was reaching for the remote which is not an extreme movement. This is exactly why you recalled a similar chair model in 2015. We are lucky that she did not get injured and I do not want to risk this happening again.In regards to your service department, I have called number times and have been on hold for an inordinate amount of time. I would accept a replacement chair in a model that is equivalent and that does not tip forward in the fully reclined position. You did not answer my question: can this chair be repaired so that it does not tip forward in the fully reclined position?
Sincerely,
***** *******Initial Complaint
Date:01/05/2023
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 : Astor Power Wall Recliner w/headrest on 2-27-2022 Sales Ticket # ********* at the La-Z-Boy store Plymouth, MA . Delivered to our home on 3/10/2022 from Plymouth Store.
Factory Warranty of 1 Year plus 5 year extended warranty.
25 Dec 22 recliner just stopped reclining with normal use and will not return to stationary position.
Called Plymouth Ma, store 12/26/22 told me I had to deal with La-Z-Boy customer service and transferred me. On cue call for 1 hour! No answer! Everday since I have called same number at different times during day with the same results, NO ANSWER!
I have completed numerous e mail warranty filings, with same results, NO ANSWER!
At this point, we are forced to BBB to assist. I have done due diligence to resolve the issue. I would like repair, replace or refund immediately as we sit with a piece of JUNK in our living room. I specifically went to La-Z-Boy for quality furniture, NOT QUALITY!Business Response
Date: 01/19/2023
Dear BBB,
We are sorry
for any frustrations that this customer has encountered throughout their
service experience.La-Z-Boy has opened
a Service Ticket for this customer. The customer was contacted earlier today
via email, advising that they are scheduled for a service appointment on 01/26/23.
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 the customer is being serviced under their
warranty.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*
E-Commerce
Coordinator
CM
# ******Customer Answer
Date: 01/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ***** ******Initial Complaint
Date:01/05/2023
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 two chairs (identical) from Lazboy in April 2022. First chair was received in December, second chair has not been received to day. Sales associate (******** ********) and store manager (*****) have made no attempts to help me understand the delay. Numerous calls to store have not been answered. When I do speak to a sales associate they aren’t interested in helping me because the chairs were not sold by them.
In the 9 months, as I summarize the problems:
1. Store doesn’t answer phone
2. Sales associate and store manger have not investigated the reason for delay.
3. If sales associate didn’t sell the purchased items they were no help in solving the problem.
4. Attitude of store manager - irritated because he had to be bothered.
5. No effort by store to communicate with customer.
6. 9months is unrealistic wait time for purchased itemBusiness Response
Date: 01/19/2023
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their purchasing experience.Upon reviewing the customer’s Sales Ticket, we see that the
customer’s remaining recliner is expected to be available for delivery the
middle of February 2023. The customer’s sales representative called the
customer yesterday 01/18/23, however the call went right to voicemail and the representative
was unable to leave a message. We also have record of the customer contacting
our corporate headquarters on 01/05/23, where they were able to speak to a
representative who provided an update on their order.While our products are assembled in North America, we
purchase materials from around the world. Many of our global suppliers, as well
as La-Z-Boy, continue to experience labor shortages and importing issues
which delays our production and estimated ship dates. A sales associate
will contact the customer to schedule delivery as soon as the units are
available. We at La-Z-Boy do our best to maintain inventory of all materials
that go into the production of our products.
We work diligently with our vendors to replenish our stock and, in turn,
to fulfill any orders delayed by any shortage in the timeliest manner.We kindly ask that this complaint be closed as the customer
will be contacted to schedule delivery once the last item has arrived locally.Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:01/04/2023
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.
Defective recliner purchased 10/6/22. Delivered 11/19. Broke 11/23. Called customer service, repairman sent 12/20. NO tools or parts. Diagnosed problem as broken master control box. Someone would call in a week or two to schedule the actual repair. No call came. Called customer service again 1/5/23. Their solution was to order the part that should have been ordered on 12/10 and possibly schedule the repair for 1/20/23 unless that date was already filled. I am a 70 year old retiree and suffer from sciatica. The chair was purchased on 10/6/22 so I could get out of a chair without pain or the need for assistance. It has been 3 months since I purchased the chair and I have only had use of it for 3 days. Waiting another 3, or more weeks, is not an acceptable solution, I told them I wanted them to pick up the chair and issue a full refund. They said they can not issue a refund until repairs are offered and I was refusing repairs. In my mind, the repair was offered on 11/29/22 for 12/.20. They failed to make the repair on that date but I as willing to wait another week or 2 for them to order the part and schedule another repair date. That did not happen .There has been no communication from them since 12/10/22. They failed to provide the service promised in a timely fashion.. I believe I am due a refund.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: h**************************************************-warranty.We have reviewed this customer’s service ticket and we see that
they are scheduled for a service visit for 01/26/2023. 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 ******Customer Answer
Date: 01/31/2023
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,
**** And ****** ******Initial Complaint
Date:01/04/2023
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 custom 4-recliner sofa in Feb 2022. Order #*********. When the sofa was eventually delivered (May) we saw that many pieces were not cut properly cut to size or stitched correctly. The 4 pieces did not fit well together and certainly didn't look like a $5500 sofa. Customer Service said they might re-order the entire sofa but wanted to try and just re-order some pieces. Unfortunately the factory keeps botching the order one way or another (more bad cuts, wrong piece). Their service tech came out (November) and said it looked so bad he wouldn't assemble it and would re-order one of the pieces. Since then Customer Service has ignored us. We are approaching 1 year! Their service tech thinks they should re-do the entire sofa but La-z-boy refuses. If they can't build a quality sofa they should refund our money.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: ************************************************************.
Our warranty process is to repair defects once the furniture is delivered.We were
able to locate this customer’s service ticket, 803-2269792. We see that our
customer service department is actively reviewing this customer’s ticket. We
ask that the customer please allow our service department 2-4 business days to
fully review this customer’s ticket and contact them back to discuss their next
steps.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/24/2023
Complaint: ********
I am rejecting this response because: asking "for 2-4 business days to fully review this customer’s ticket" when it's been months of back & forth is not a resolution. I finally heard from Sabrina today and they want another week to review options (rebuilt entire sofa or continue piecemeal) but these same options have been discussed for months. So more waiting, and there is simply no way to contact them. No one ever picks up the phone, there is no voice mailbox, no email, no chat.
******* ******Business Response
Date: 02/01/2023
Dear BBB,
Thank you
for alerting us to this customer’s reply.We
reviewed this customer’s service ticket 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 more forward in resolving their
complaint.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******
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