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
- 611 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:02/17/2025
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 matching high end gray leather sofa and paid extra for the 5 year leather protection. Within a year and a half the leather started pealing. They paid $700 for someone to come out and repair it and a year later it is pealing yet again. My other 3 pieces are perfect. The sofa is now discontinued and I expect them to honor their 5 year extended leather warranty. They can keep paying to have it repaired but there is no reason why full grain leather should peel.
Business Response
Date: 02/18/2025
Dear BBB,
We are
sorry for any frustrations that this customer has encountered throughout their
service experience.
La-Z-Boy
offers a limited lifetime warranty on the parts of the frame, mechanism, and
springs, against manufacturing defects, for as long as the original purchaser
owns the product and can supply their dated receipt as proof of purchase.
Fabric, leather, and standard foam padding have a one-year warranty, against
manufacturing defects, from the date of delivery of the furniture into the
customer's home. Labor to repair or replace any defective parts is covered for
one year from the date of delivery of the furniture. The following is a link to
our full manufacturer’s warranty: *************************************************************
The customer’s
units were delivered on September 17, 2020. The first contact we had with the
customer concerning the leather was on June 28th, 2023. At this time, the
unit was 9 months outside of 1-year leather coverage from the manufacturer’s
warranty for any manufacturing and/or material defects. It was determined
at this time the damage was not consistent with that of a manufacturing and/or
material defect but due to the buildup of hair and body oils. However, we
provide the option of a courtesy reselection. The customer turned down
this option as he wanted the same style and cover ordered, but this style was
dropped from our line. In October 2023, the customer was offered a credit
of $750.00, as a courtesy, to assist with the cost of seeking repairs from a
local leather restoration company. The customer accepted this compensation.
At the time of
sale, select La-Z-Boy retailers offer additional protection plans through
various third-party companies, who offer coverage on an assortment of concerns
that fall outside of the manufacturer's warranty. Upon reviewing this
customer’s concerns, we found that the customer purchased a protection plan
through a company called ServeCo. This plan would cover accidental damages such
as rips, stains, tears, to cover and would be handle through ServeCo.
At this time as
the customer is well outside of the manufacturing warranty and we have
previously acted outside of the terms of our warranty, there are no other
options available.Kindest regards,
La-Z-Boy Incorporated,
********
Executive Escalation
Specialist
CM #******Customer Answer
Date: 02/19/2025
Complaint: ********
I am rejecting this response because:
I have 5 year leather protection that was purchased on all 4 leather pieces.
You should know this, your salesperson in Victor, NY sold it to me at time of purchase.
Sincerely,
****** ******Business Response
Date: 02/19/2025
Dear BBB,
We are sorry for any frustrations that this customer
has encountered throughout their service experience.
La-Z-Boy offers a
limited lifetime warranty on the parts of the frame, mechanism and springs,
against manufacturing defects, for as long as the original purchaser owns the
product and can supply their dated receipt as proof of purchase. Fabric,
leather and standard foam padding have a one year warranty, against
manufacturing defects, from the date of delivery of the furniture into the
customer's home. Electrical components are covered for 3 years, and labor to
repair or replace any defective parts is also covered for one year from the
date of delivery of the furniture.
At the time of sale,
select La-Z-Boy retailers offer additional protection plans through various
third-party companies, who offer coverage on an assortment of concerns that
fall outside of the manufacturer's warranty. Upon reviewing this customer’s
concerns, we found that the customer purchase a protection plan through a
company called Serveco.Attached is a copy of the customer's receipt and the terms of the Serveco Protection purchased.
At this time as the customer is well outside of the manufacturing warranty and we have previously acted outside of the terms of our warranty, there are no other options available. We kindly ask that this claim be closed.
Kindest regards,
La-Z-Boy Incorporated,
********
Executive Escalation Specialist
CM #******Initial Complaint
Date:02/12/2025
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.
Foam cushioning not holding up after 3 1/2 years of having sofa with chaise from Lazy Boy Furniture which was purchased during the pandemic on Feb. 2, 2017. It took until August, 2017 for custom furniture to be delivered.Purchased 5 yr Protection Plan, but was advised foam cushions are only covered for 1 yr. This is NOT stated anywhere in the sales contract. Then was advised to call ******** customer service directly, which was done and was advised foam not covered after 1 yr. This is not supposedly "cheap" furniture and was considered custom made.I feel it is a defect in material/workmanship and should last longer than the 3 1/2 yrs. I am the only person in this household using the furniture, with occasional guests.An email (cc of attached) has been sent to the CEO of **** boy for assistance.Customer Answer
Date: 02/12/2025
I would like for Lazy Boy to replace the foam in the seat cushions along with the back cushions.
Business Response
Date: 02/13/2025
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their purchase experience.
******** 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 manufacturers warranty: ************************************************************.The customer's units contain cushions that carry a three-year warranty for manufacturing and/or material defects from the date of delivery. The customer's units were delivered on August 21, 2021 and were 5 months past the three-year warranty when they contacted our service team.
In the interest of customer satisfaction, we have reached out to the customer requesting photos of their units to review. Once we have a reply, will determine if we can provide a resolutions outside the terms of our warranty and work with the customer.
We kindly ask that this complaint be closed as we are working with the customer to resolve their concerns.
Kindest regards,
*********************,
Ashleigh
Executive Escalation Specialist
CM #******Customer Answer
Date: 02/13/2025
I have emailed ******** at Lazy Boy a long with photos she requested. The above attached PDF is a copy of that email BUT the photos don't seem to be included. Believe photos were sent to BBB with my original complaint.
Regards
**** ********
Complaint I'd #********
Business Response
Date: 02/14/2025
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
Upon reviewing the customers concerns, we found that the customer has been approved for a reselection of their ******* Sectional. A reselection is when the cost of the unit is issued back to the customers original store of purchase so that they may choose a new unit. Once the paperwork for the reselection has been completed, the customer will be contacted and advised on the next steps.
We kindly ask that this complaint be closed as the customer has agreed to receive a reselection of their unit.
Kindest regards,
*********************,
Ashleigh
E-Commerce Coordinator
CM #******Customer Answer
Date: 02/17/2025
Better Business Bureau: I HAVE ACCEPTED A STORE CREDIT FROM LAZY BOY AND HAVE SELECTED A NEW SOFA AS OF 2/14/2025.I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ********7402358055C8B
Initial Complaint
Date:02/11/2025
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 ordered a couch, love seat and recliner from ******** on 11/27/2023 (sales ticket # **-1*****), because we ordered the special iClean fabric we did not receive the furniture until 90 days+ later. This fabric is supposed to be durable, stain resistant and easy to clean, which is why we purchased from ********. We paid more and waited a long time for these pieces because of the promise of a higher quality fabric. It has been one year now and the fabric is not as advertised. It is impossible to clean, simple spills require a wet vac to remove from the coarse fabric. We have had to have the couch and loveseat professionally cleaned 2 times within the first 12 months, not to mention all the spot cleanings we did with the wet vac. I called ******** a couple weeks ago because there is a warranty on the fabric, clearly ours is defective. They sent a technician to our home about a week later, the technician acknowledged and agreed that there was a defect with the fabric. I even went as far as showing the technician how a small spill cannot be cleaned with a standard warm cloth. It is important to note that these spills are standard house hold issues like dirt and juice from the children. After the technician visit, ******** reached out and said there is nothing wrong with the fabric and I just need to get it cleaned. It is as if they didn't even read my complaint. I have since reached out 2 times and no one is responding. It is important to note regarding the pictures provided, I had my couch cleaned on 1/31/25. The stains are from only 2 weeks of standard usage. We have professional cleaners come in biweekly to clean the whole house, having "high end" furniture look like this is embarrassing and unacceptable.Business Response
Date: 02/12/2025
Hello BBB,
The customer does have a service ticket with our ************ team, ticket ***********. One of our authorized techicians has been to the home to review the customer's concerns.
The customer does have one of our I-clean fabrics on the unit and the I-clean warranty has specific recommendations for how to clean specific stains. The I-clean fabrics are more stain resistant. The I-clean warranty does not cover an accumulation of stains which the technician indicated are throughout the product. We have reviewed the technicians photos and there is also much pet hair and household dust/lint on the product also. The customer has been advised the only recommendation we can offer at this time would be to have the unit professionally cleaned. Routine cleaning of the cover is not covered under our warranty. I have attached a sheet with the recommended cleaning for our I-clean covers. Thank you.
Regards,
******
Customer Answer
Date: 02/13/2025
Complaint: ********
I am rejecting this response because:Thank you for your response and for reviewing the technicians findings. However, I would like to clarify my concerns regarding the I-Clean fabric on both our couch and loveseat.
The issue is not an accumulation of stains due to improper care but rather the fabrics failure to perform as advertised. The company's website states that I-Clean fabric is stain-resistant, repelling spills before they turn into stains, and that for most spills, simply blot with a paper towel. For tougher spills, use a mild soap and water mix. Despite following these exact care instructions, stains have persisted and cannot be removed as promised.
Additionally, the technician who visited my home agreed that there appeared to be an issue with the fabric. I demonstrated how I had been cleaning the stains according to the provided instructions, yet the spills did not come out as expected. This further supports my concern that the material is not functioning as advertised.
While there is some pet hair present, this does not impact the fabrics ability to resist stains, which is the primary issue. The technicians photos do not change the fact that the product is not performing as expected. We believe this is a material defect and should be addressed under warranty.
We request a fair resolution to this issue, as we purchased this furniture with the understanding that it would resist stains and be easy to clean, per the companys marketing.
Sincerely,
******** *****Business Response
Date: 02/14/2025
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.iClean fabric is stain-resistant to some common spills: coffee, wine, dirt, salsa, etc. If a stain does occur, specific cleaning instructions are provided and recommended to treat immediately.
******** offers a 1 year fabric warranty for nap loss, seam failure, and fabric separation. ******** iClean fabrics are warranted for three years for specific stains. Covered stains include the following: Beer, Chocolate Syrup, Coffee, Washable Magic Marker,Dirt, Ice Cream, Jelly, Juices, Ketchup, Milk, Salsa, Soda, Tea, Urine, Wine.Any fabric issues not relating to these specific stains would not be covered under the iClean warranty, and therefore, repairs would be on a charge basis for the customer. This warranty can be found at *************************************************************.
As there is an accumulation of damages including unidentified stains and fabric wear, the damages would not be covered by the manufacturing warranty. It is recommended the customer seek professional cleaning to treat and remove the stains from the furniture.
We kindly ask that this complaint be closed as we have followed the terms of our manufacturing warranty.
Kindest regards,
*********************,
********
Executive Escalation SpecialistCM#******
Initial Complaint
Date:02/10/2025
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.
Purchase date:5/24/25
Picked up chair on 7/2/25
8/9/24 attempted to contact Customer Service but no answer and no message option.
Sent emails to local customer service (*******), customer service in Monroe, MI and in person to the store.
Emails/ texts sent from October thru end of January.
3 inspections produced no improvement and Lazboy reported that chair met factory specs. That may be but doesn’t mean chair works as advertised! One of responses from customer service even stated this is ”normal characteristics of chair”!
Technician made some adjustments during each inspection but problem with chair back not holding position continues.
Back slowly falls to full recline when sitting in desired position (not full recline) and does not return to original position.
The problem seems to be with the 2 tensioners that must be undersized.
I also contacted the local GM, ******* ******* but she deferred to the local customer service rep *******.
Lazboy is holding firm to no returns no exchanges after 3 days of receipt of chair. That is very short time frame. Providing a warranty is not helpful if problem persists.
Let me know if you need more details.Business Response
Date: 02/12/2025
Hello BBB,
Thank you for forwarding the customer's complaint regarding their rocker recliner.
The previous correspondence we have had with the customer and their local dealer indicated they found no manufacturing defects with the operation of the chair. The dealer had advised in November they had ordered replacement parts for the chair to see if replacing the individual component of the mechanism would assist the customer with keeping the back in a more upright position. I have reached out to the local dealer and forwarded a copy of the complaint to them also for their review as we do not have access to their computer system to be able to see what service may have been done on the unit since that time. Once we have had an opportunity to review this matter with the customer's local dealer, we will request their service center to contact the customer to discuss this further. Thank you.
Customer Answer
Date: 02/13/2025
Complaint: ********
I am rejecting this response because:
Lazyboy continues to rely on a 3rd party (paid directly or indirectly by Lazboy) report that chair meets manufacturing specs. Not sure how he could say that as he didn’t put chair thru all of its functions. Regardless, my point is that the mechanical features of this recliner are not strong enough to hold the chair back from falling to full recline from one of the partial recline positions. That problem was not obvious when first tried in store or first few times after receiving recliner.Problem persists after 3 attempts by technician to fix it! Someone at Lazyboy did order parts and scheduled a technician appointment (3rd visit) that the local general manager said would fix the problem. Package delivered direct to me. I gave unopened package to technician who said that there was only 1 wing nut and bolt (chair has 2 wing nuts to control tension)! GM said she would find out why only 1 part sent. As has been the case during this ongoing situation I didn’t hear back from anyone. Probably because they now know new wing nuts won’t fix the issue!
I want to add one more comment from the store manager - She indicated that chair might not work for a taller person (I’m 6’5” tall)…..
Sincerely,
*** *********Business Response
Date: 02/14/2025
Hello BBB,
Thank you for forwarding the customer's reply.
I have reached out to the dealer to review this matter further. They indicate the customer had visited their store and he was asked to sit on the chair in the showroom to show them what he is indicating is occurring. They indicate when he sits on teh chair and reclines it back he moves his posterior up so it is almost on the back of the chair which is what appears to be attributing to the concerns the cutomer is experiencing. They state the showroom unit operated identical to his unit when doing this and that the showroom unit is built as designed with no manufacturing defects.
Our units are designed with the center of gravity based in the center of the seat with shifting further up in the unit when reclining it appears this is being positioned off center which is attributing to the concerns the customer is experiencing. The store indicated they would be reaching out to the customer to discuss this matter further and work on a resolution with him shortly.
Regards,
******
Initial Complaint
Date:02/03/2025
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 the Lazboy recliner on 8-26-2023, the 5 year fabric protection, and I got it delivered 2 months later. The recliner resides in a home with two mature adults, no children. Around January 14, 2025, I noticed the upholstery starting to tear and pill. I went back to the store where I purchased it they said, it was covered. Gave me a number to call, which I did. When I contacted them they said they would not do anything. I had a previous recliner sofa from Lazboy that lasted **************************************** pill at all, looked like brand ****** recliner sofa should not be coming apart all ready. My mom purchased the same sofa. Her sofa is still fine., hers was a different color. I believe Lazboy used an -inferior material on this recliner sofa.Business Response
Date: 02/03/2025
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
******** offers a limited lifetime warranty on the parts of the frame, mechanism and springs, against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric, leather and standard foam padding have a one-year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. Electrical components are covered for 3 years, and labor to repair or replace any defective parts is also covered for one year from the date of delivery of the furniture.
At the time of sale, select ******** retailers offer additional protection plans through various third-party companies, who offer coverage on an assortment of concerns that fall outside of the manufacturer's warranty. Upon reviewing this customers concerns, we found that the customer purchased a protection plan through a company called ServeCo.
As ServeCo is a third-party company, ******** is unable to overrule their decision to deny a claim for any reason.
We have contacted the customer asking for additional information for further review. Once the review has been completed, the customer will be contacted.
Kindest regards,
*********************,
******
E-Commerce Coordinator
CM 886980Customer Answer
Date: 02/05/2025
Complaint: ********
I am rejecting this response because: I did call them back. I got no response from them. I was hoping they would help me with Servco, since Lazyboy sold me the contract. So, is Lazyboy going to talk to me or not, do I have the BBB, go after Servo?
Sincerely,
****** ********Business Response
Date: 02/06/2025
Dear BBB:
We have been in communication with the customer since receiving the complaint.
On February 3rd 2025, we called the customer to request additional information a voicemail was left and a follow up email was sent. The customer replied with the requested information and on February 4th, we advised we would sending the information to our Product Specialist for review. On Rebury 5th, 2025, we reached out to the customer again via email and advised of the below.
It has been advised the damage that is occurring on the sofa is not consistent with that of a manufacturer and/or material defect and would not be covered by the manufacturing warranty. As such parts and services would be at cost.
We do understand this may not be the desired resolution and therefore in the interest of customer satisfaction we can offer the following options. We can provide the right side sitting fully upholstered seat as a one-time courtesy at no charge, normally the part would be $733.50. We will also waive the handling fee of $13.99 plus tax. The customer would be responsible for the labor fee of $160.00 plus tax. Alternatively, we can discuss a possible discount towards a new purchase with their store of purchase.We are awaiting the customers response. I have also attached the correspondence for your review. We kindly ask that this complaint be closed as the customer has been offered options to resolve their concerns that exceed the terms of our manufacturing warranty.
Kindest regards,
*********************,
********
Executive Escalation Specialist
CM #******Customer Answer
Date: 02/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ********Initial Complaint
Date:02/03/2025
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.
My business with Lazy Boy has been a nightmare! I bought a recliner and was undecided about the low base as I am over 6’ tall. I was told an easy fix would be a taller base, just a matter of undoing six screws I could put it on myself. Well, it’s been a lot more complicated than that! I complained to the salesman, he sez my option is to have a repair man out to do the job, AT MY EXPENSE! Bad enough, I try to make an appointment and it turns out that the repair man is down and I have to wait three weeks for them to call back to reschedule. Evidently you only have one repair man on the job? How do you think I feel about Lazy Boy???
Now I have a brand new recliner laying on its side with no base and I have to stare at it for the next two weeks hoping someone calls to schedule an appointment to come out to repair it. Mind you, before they told me it would be three weeks to schedule, they took my card number for the service call!Business Response
Date: 02/04/2025
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.La-Z-Boy offers a limited lifetime warranty on the parts of
the frame, mechanism, and springs, against manufacturing defects, for as long
as the original purchaser owns the product and can supply their dated receipt
as proof of purchase. Fabric, leather, and standard foam padding have a
one-year warranty, against manufacturing defects, from the date of delivery of
the furniture into the customer's home. Labor to repair or replace any
defective parts is covered for one year from the date of delivery of the furniture.
The following is a link to our full manufacturer’s warranty: ************************************************************.This customer purchased a stocked (manufactured before
purchase) unit and requested a tall base.
The unit was manufactured with a standard base and the customer chose
not to self-install the base, so a technician was scheduled to remove the
standard base and install the tall base.
As this is an after-production upgrade and not related to a
manufacturing and/or material defect, the service fee would apply.
The service provider we use in this customer’s area is US
Quality. A service appointment was
scheduled for 01/31/2025 and per US Quality’s note, the technician was not
available to service on that day, so the service was rescheduled for
02/14/2025. We did reach out to US
Quality asking for a sooner date. Once a sooner date becomes available, US Quality will contact the customer directly
to offer.We are confident that our technician will be able to successfully
install the tall base for the customer.We kindly ask that this complaint be closed as the customer
is being serviced.Kindest regards,
La-Z-Boy Incorporated,
******
Executive Escalation Specialist
CM # ******Business Response
Date: 02/04/2025
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.La-Z-Boy offers a limited lifetime warranty on the parts of
the frame, mechanism, and springs, against manufacturing defects, for as long
as the original purchaser owns the product and can supply their dated receipt
as proof of purchase. Fabric, leather, and standard foam padding have a
one-year warranty, against manufacturing defects, from the date of delivery of
the furniture into the customer's home. Labor to repair or replace any
defective parts is covered for one year from the date of delivery of the furniture.
The following is a link to our full manufacturer’s warranty: ************************************************************.This customer purchased a stocked (manufactured before
purchase) unit and requested a tall base.
The unit was manufactured with a standard base and the customer chose
not to self-install the base, so a technician was scheduled to remove the
standard base and install the tall base.
As this is an after-production upgrade and not related to a
manufacturing and/or material defect, the service fee would apply.
The service provider we use in this customer’s area is US
Quality. A service appointment was
scheduled for 01/31/2025 and per US Quality’s note, the technician was not
available to service on that day, so the service was rescheduled for
02/14/2025. We did reach out to US
Quality asking for a sooner date. Once a sooner date becomes available, US Quality will contact the customer directly
to offer.We are confident that our technician will be able to successfully
install the tall base for the customer.We kindly ask that this complaint be closed as the customer
is being serviced.Kindest regards,
La-Z-Boy Incorporated,
******
Executive Escalation Specialist
CM # ******Customer Answer
Date: 02/05/2025
Complaint: ********
I am rejecting this response because:
After I bought the standard base chair I talked to the salesman about it sits low. He told me an option would be to order a high base and it would just be a matter of undoing six screws and attach the higher base. Convinced that it was an easy project I ordered the higher base. It was more complicated than that! It was also attached at the top center of the chair that was unreachable for me to get to! Now I have a new chair laying on its side with no base. Had I known it would have been this hard for me, a 78 year old man to manipulate I would never have done it!! I paid for the extra base and on the advice of the salesman I now have to pay the service charge. Unfair!
Sincerely,
***** *********Customer Answer
Date: 02/05/2025
Complaint: ********
I am rejecting this response because:
After I bought the standard base chair I talked to the salesman about it sits low. He told me an option would be to order a high base and it would just be a matter of undoing six screws and attach the higher base. Convinced that it was an easy project I ordered the higher base. It was more complicated than that! It was also attached at the top center of the chair that was unreachable for me to get to! Now I have a new chair laying on its side with no base. Had I known it would have been this hard for me, a 78 year old man to manipulate I would never have done it!! I paid for the extra base and on the advice of the salesman I now have to pay the service charge. Unfair!
Sincerely,
***** *********Business Response
Date: 02/06/2025
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their sales experience.
La-Z-Boy
offers a limited lifetime warranty on the parts of the frame, mechanism, and
springs, against manufacturing defects, for as long as the original purchaser
owns the product and can supply their dated receipt as proof of purchase.
Fabric, leather, and standard foam padding have a one-year warranty, against
manufacturing defects, from the date of delivery of the furniture into the
customer's home. Labor to repair or replace any defective parts is covered for
one year from the date of delivery of the furniture. The following is a link to
our full manufacturer’s warranty: ************************************************************.We encourage customers to test our furniture in one of our showrooms to ensure that the style and size of the unit is a good fit before purchasing. As the tall base was purchased as an after-production upgrade and not related to a manufacturing and/or material defect, the service fee would apply. In the interest of customer satisfaction, we can provide a discount on the service fee of 50%.
We kindly ask that this complaint be closed as we are honoring the terms of our manufacturing warranty and have offered to discount the service fee.
Kindest regards,
La-Z-Boy Incorporated,
********
Executive Escalation
Specialist
CM #******Business Response
Date: 02/06/2025
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their sales experience.
La-Z-Boy
offers a limited lifetime warranty on the parts of the frame, mechanism, and
springs, against manufacturing defects, for as long as the original purchaser
owns the product and can supply their dated receipt as proof of purchase.
Fabric, leather, and standard foam padding have a one-year warranty, against
manufacturing defects, from the date of delivery of the furniture into the
customer's home. Labor to repair or replace any defective parts is covered for
one year from the date of delivery of the furniture. The following is a link to
our full manufacturer’s warranty: ************************************************************.We encourage customers to test our furniture in one of our showrooms to ensure that the style and size of the unit is a good fit before purchasing. As the tall base was purchased as an after-production upgrade and not related to a manufacturing and/or material defect, the service fee would apply. In the interest of customer satisfaction, we can provide a discount on the service fee of 50%.
We kindly ask that this complaint be closed as we are honoring the terms of our manufacturing warranty and have offered to discount the service fee.
Kindest regards,
La-Z-Boy Incorporated,
********
Executive Escalation
Specialist
CM #******Customer Answer
Date: 02/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is grudging satisfactory to me. It’s bad enough to take the offer but I still don’t see an operation as big as Lazy Boy can’t service a customer any sooner than three weeks!
Sincerely,
***** *********Customer Answer
Date: 02/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is grudging satisfactory to me. It’s bad enough to take the offer but I still don’t see an operation as big as Lazy Boy can’t service a customer any sooner than three weeks!
Sincerely,
***** *********Initial Complaint
Date:01/30/2025
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.
Location: **********************************************************************
I purchased the chair the last week of August.**** assured me this would not take more than 6 weeks. I called and he stated the 1st week in October.. I called in November..they kept stating I need to speak with **** who didnt return my calls..he finally did return the call and said.. I thought you already got the chair delivered. The chair wasnt delivered until December 5. The chair stopped working December 15.. I opened a ticket for a service call on December 17..The appointment was scheduled for December 27..The technician stated the chair is broken and not to use it ..He will order a part to repair the brand new chair and not to use it. I have called and left 4 voicemails asking for a manager to call me back..no response.This was a defective product from the very ************ did not last 2 weeks. I want this broken chair removed from my living room and a complete ********* is December 12 and the part has not arrived.
Business Response
Date: 01/31/2025
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
******** 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 manufacturers warranty: ************************************************************.
This customer has an open Service Ticket and was scheduled for an in-home service appointment with one of our technicians on 12/27/2024. The technicians report has been received and reviewed, and parts have been ordered and delivered. We are waiting to hear from the customer to coordinate the service installatin appointment.We are confident that our ******** certified technician will be able to repair this customers unit and bring it up to manufacturing specifications.
We kindly ask that this complaint be closed as the customers repair has been completed.
Kindest regards,
*********************,
*****
E-Commerce Coordinator
CM #******Initial Complaint
Date:01/17/2025
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.
Hello, I bought a recliner from this place and after while the leather covering the chair is detoriated and is pilled off, it was fake leather. the company is not negotiating in good faith. asking me to pay for reupholstery , I have all receipts and photos to show it to you. if you send your text number. will send documents and pictures to you thanks.Business Response
Date: 01/17/2025
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
******** 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 manufacturers warranty: ************************************************************.This customer has an open Service Ticket#*********** and they were quoted the price for the parts as they are outside of our manufacter's warranty. We are waiting to hear back from the customer.
We kindly ask that this complaint be closed as we are waiting to hear back from the customer.
Kindest regards,
*********************,
*****
E-Commerce Coordinator
CM#******Customer Answer
Date: 01/21/2025
Complaint: ********
I am rejecting this response because:La-z boy wants me to pay for any repairs required
I don't think that is a fair offer. They quote 441 dollars. Please indicate who pays for repair?
Thank you
Sincerely,
******* ******** ********Business Response
Date: 01/23/2025
Dear BBB,
******** offers a limited lifetime warranty on the parts of the frame, mechanism, and springs,against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric,leather, and standard foam padding have a one-year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. 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 manufacturers warranty: ************************************************************.
As the customer's unit is 3 years is 2 1/2 years outside of the one-year warranty on the cover and labor for manufacturing and/or material defects, any service provided would be at cost for parts and labor. We have provided the cost of repair and contact information should the customer wish to proceed.
We kindly ask that this complaint be closed as we are acting within the terms of our manufacturing.
Kindest regards,
*********************,
********
E-Commerce Coordinator
CM #******Initial Complaint
Date:01/15/2025
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 sofa recliner from Lay-z-boy at their *** **** **** ***** ****** After 7 weeks of waiting the furniture was delivered BUT it was not the color I ordered. I waited another 6 weeks for the company to reorder and for the delivery. The second sofa was defective. One of the pieces is uneven, doesn’t latch as it should and the back support was crooked. I finally agreed to take the wrong colored couch. It was delivered defective. The right arm was missing a screw and wobbled. After 1 month a technician was finally scheduled to fix the arm. The other night I sat on the couch and the seat support wood or part of the frame that holds the seat and metal support collapsed. I’m 150 lbs and the couch is new. Lay-Z-Boy advertisement is misleading. American made is expected to have high quality and they failed to uphold their own standards. The photo attached is the damaged part that of the couch. I’d like to return the sofa and get a refund. The sofa was poorly made and defective. If problems already presented it self within 3 months of delivery what other problems will I encounter in the future. I called maintenance but, as always, they do t have any available technicians and a 2 weeks wait is normal. I can’t sit on my couch. Please help me.Business Response
Date: 01/16/2025
Dear BBB,
We are sorry for any
frustrations that this customer has encountered throughout their purchasing
experience.
We have forwarded
the customer’s communication to the store of purchase for review. Once the
review has been completed, the customer will be contacted.
Kindest regards,
La-Z-Boy
Incorporated,
********
Executive Escalation
Specialist
********Initial Complaint
Date:01/08/2025
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.
Bought a brand-new Alana La-Z-Boy couch. I have been submitting complaints to the store who tells me to call customer care. I call them they said extreme piling of the fabric is not a defect. I was told to call the store I bought the couch from I have and do, and I'm referred to customer care. They said use a fabric shaver. Which we do but it does not get better. I recently sent an email to the corporate office. Guess who called me back customer care. We continued to go back and forth about extreme piling. Customer care said I might have to shave the fabric daily. That is ridiculous. We worked with the in-home interior designer at La- Z-Boy and went over what we needed. She said the couch was perfect and the fabric great. The last conversation with customer care they said they could recover one cushion, but it would not look the rest of the couch. Please help we spent so much money on this couch because we thought La-Z-Boy was a reputable company. I have been trying so hard to be heard and helped and can get nowhere.Business Response
Date: 01/08/2025
Hello,
I have reached out to the customer and have requested current photos of the product so we may review this matter further. Previous information we had regarding the customer's concern was in February 2023. I have created a new case here CM ****** and will work with the customer further to review this matter and determine how we can assist.
Thank you.
Regards,
******
Customer Answer
Date: 01/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******
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