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
- 605 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:01/04/2023
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.
I can't get La-Z-Boy Comfort Care to come to our house and fix the furniture we purchased from them. The local La-Z-Boy takes our call and then tells us the tech will contact us to set up an appointment. The tech has come a couple of times, but needed to order some parts to complete the repairs. Since the time he has ordered the parts he has not returned to complete the repairs. On one occasion he called the night before our scheduled appointment and said that he couldn't come because his children were sick.. The next scheduled appointment, on November 16 2022, he just didn't show up at all; no phone call or anything. On November 16 2022 I called La-Z-Boy Comfort Care at 855-802-6636 and spoke with ******. She said that she saw there was a case number for me, ******, and that she "would contact the tech to see what's going on...and give me a call back." ****** never called back. In December 2022 we received an automated call from La-Z-Boy saying that we had a service appointment the next day. We had never scheduled a service appointment and were not even in town. To summarize; the tech has been here on a couple of occasions and has supposedly ordered parts to fix our furniture. He has just not shown up for appointments on a couple of occasions, has cancelled two appointments at the last minute for personal reasons, and has scheduled at least two appointments for us without confirming ahead of time. His last scheduled appointment was November 16, when he did not show up at all. Please help us.
Business Response
Date: 01/16/2023
Dear BBB,
We are
sorry for any frustrations that this customer has encountered throughout their service
experience.Upon
reviewing this customer’s case, we see that this customer was scheduled for a
technician’s visit for today, 01/16/2022. The service technicain was able to
resolve the issues with the customer’s sofa and is continuing to investigate their
additional concerns with their table.Our
customer service department is actively working to resolve this customer’s
concerns within the terms of the La-Z-Boy warranty.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******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.
On August 13, 2022 I purchased a recliner from Paramus NJ store (Sales Ticket # *********) Total price $1752.35 and half was paid by Credit Card $875. The remainder was due upon delivery $877.35. Delivery was to be in Dec of 2022 but did arrive on November 8, 2022 to my home. Within a few weeks the frame cracked, so a call was made for repair service. That did happen on Dec 8 (month later) and it was assessed that a new frame would be ordered as Lazboy has lifetime warranty. Was to arrive in a week. On Wed Dec 28 still no frame, but called Customer Service and was told OH SORRY THE ORDER WAS NEVER PLACED IN EARLY DEC. New delivery date within a week during the holiday season. Sometime maybe by Jan 8 2023?? The cost of this recliner was rather expensive and their service rather lame. I asked for a new recliner or my money back as from August 2022 and now Jan 2023 is a bit much to wait for. Any advice is much appreciated.
***** ****Business Response
Date: 01/09/2023
Dear BBB,
We are
sorry for any frustrations that this customer has encountered throughout their service
experience.Upon
review of this customer’s service ticket, we see that parts were ordered for
this customer’s repair, and they are scheduled to have these parts installed on
January 17th, 2022. If the
customer’s issues persist after their scheduled service visit on 01/17/2022, we
will review their ticket further.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.
8/20/22 Purchased two NEW recliners, in stock per corporate owned store located in Fredericksburg VA. Also purchased matching sofa, to be manufactured and delivered within 10-18 weeks from date of purchase per contract. 8/24/22 received two, used, damaged recliners. Reported immediately. They treated issue as a warranty issue, not a bad sales issue. 8/31/22 tech came to home, agreed chairs needed to be replaced. 9/10/22 no response, called store again. They claimed they have no notes from tech in system but will research. 10/4/22, still no response, called store again. They agreed chairs needed to be replaced. I asked for pick up, cancel matching sofa order and refund money because I lost confidence in their ability to provide quality furniture and provide adequate customer service. I was told there is no refund option, only replacement. This wasn't a warranty issue. They delivered damaged goods and I am due a refund. No response, no updates, called store again 12/29/22 and requested removal of damaged chairs, cancelation of matching sofa and complete refund. Manager advised she would research and also said new ETA for sofa and replacement recliners is end of January2023. I again explained they have exceeded our contract deadline stated right in sales agreement. Manager said she found notes that my 10-18 week period began in September 2022. I requested proof. Advised manager that was false, she needed to look at original sales receipt.
Again, I requested damaged chairs removal, cancelation of sofa yet to be manufactured and full refund. She claimed she would get with corporate and get back to me next day. Again, no phone call. I received email today thanking me for my patience and sofa is supposedly still in production. My fear is this business is misleading customers, making sales they can't fulfill, using customer dollars to show networth to avoid bankruptcy. Resolution? Remove used, damaged chairs they delivered, cancel sofa order, provide full refund.Business Response
Date: 01/09/2023
Dear BBB,
We are
sorry for any frustrations that this customer has encountered throughout their sales
experience.Upon
review of this customer’s sales ticket, we see that the customer’s store of
purchase has initiated a return of their furniture. The customer will need to
continue to work with their store of purchase to obtain their refund.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/10/2023
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:12/22/2022
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 originally purchased a recliner/rocker on 08/06/2021 for $827.89. Just a few days after delivery it began to make an odd "boing sound" every time the rocker moves. I have been trying, quite unsuccessfully, to get La-Z-Boy Customer Care to take care of the problem. I have spent hours on the phone scheduling appointments for "technicians" to come fix the problem. Three times one of these techs has come and each one contradicts the other on what should be done and nothing has worked. A year and a half later the very annoying sound it still happening. I want the chair replaced , as the chair has a what I feel is a warranted manufacture flaw. Trying to get to actually speak to someone in Customer Care office requires a minimum of an hour on hold on the phone. The store manager says only the customer care can resolve the issue.
I think La-Z-Boy is riding on past reputation, this was not a cheap outlet piece of furniture and current customer care is a joke.Business Response
Date: 01/09/2023
Dear BBB,
We are
sorry for any frustrations that this customer has encountered throughout their
service experience.We have
spoken to the customer and offered to order a new base for her recliner. We
advised the customer once she receives these service parts, she can contact us
back to schedule the installation.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/10/2023
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:12/16/2022
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 purchased a La-Z-Boy rocker recliner that was delivered in early October 2022. The model is a "Randell" in Denim Blue. The chair has been horrible---it squaks and cracks and make grinding noises when I rock in it or recline in it. I chose La-Z-Boy because I expected a quality chair. I have been getting the run-around from La-Z-Boy "Comfort Care" and have spent over 8 hours over the past 2 months in hold times [average 1 hour wait per call], have been promised communication that has never been forthcoming, have had TWO technicians out to my home, and have been treated like absolutely like a liability versus a valued customer throughout my La-z-Boy experience from the store level on up. The people at Comfort Care predominantly act like I have done something wrong by contacting them---as if they simply want me to "go away"....... Well, I'm not going ANYWHERE until my chair is replaced or fixed to my 100% satisfaction. I have tried contacting corporate La-z-boy office only to be dumped into a voicemail saying "We cannot answer your call at this time"...during normal business hours. This is infuriating and I need the help of BBB to get this straightened out.Business Response
Date: 01/05/2023
Dear BBB,
We are
sorry for any frustrations that this customer has encountered throughout their
service experience.Upon review, we see that
this customer has an open service ticket with our service department. We sent a
La-Z-Boy certified technician to this customer’s home on 12/10/2022. The
technician requested a new upholstered seat be ordered for this customer’s unit.
The part has been ordered but have not yet shipped. We have reached out to our
service center to request an update on the shipping status. As soon as we hear
back, we will contact the customer with an update. When the customer receives his
part, he can contact us back to schedule the installation appointment.We kindly ask that this
complaint be closed as we are working to resolve this customer’s concerns
within the terms of our warranty.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
Date:12/14/2022
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.
Beginning in February 2022, I made several purchase from La-Z-Boy's Asheville, North Carolina store. I spent approximately $10,000 for living room, dinning room, and den furniture. Upon delivery of most of the items, I had to return because of defects or have repaired in my home. For example, my dinning room table was not assembled correctly, the dinning room chairs were partially assembled, TV console drawer clanged, TV console doors squeak, electrical outlet on TV console was installed upside down.
I have tried to resolve my issues with the furniture through the store, as well as Customer Care (Ref# *********** However, my most recent concern involves that lack of response for the repair of my side chair console and TV console. Although a repair technician came to my house, he reported that my items were not damaged. I have videos and pictures that I have emailed directly to *****, Customer Care Manager, on December 2, 2022; however, I have not received a return call or confirmation of my email.
I want my furniture repaired. I have attached three pictures. I am unable to upload the video, but can forward to an email. I am extremely frustrated with the Customer Care department lack of response about my concerns that were not address by the technician that visited my home on November 18, 2022.Business Response
Date: 01/05/2023
Dear BBB,
We are
sorry for any frustrations that this customer has encountered throughout their
service experience.La-Z-Boy
offers a limited lifetime warranty on the parts of the frame, mechanism and
springs, against manufacturing defects, for as long as the original purchaser
owns the product and can supply their dated receipt as proof of purchase.
Fabric, leather and standard foam padding have a one-year warranty, against
manufacturing defects, from the date of delivery of the furniture into the
customer's home. Labor to repair or replace any defective parts is also covered
for one year from the date of delivery of the furniture. The following is a
link to our full manufacturer’s warranty: ************************************************************.The
customer’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 they have advised that this customer’s unit is built as
designed.La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Initial Complaint
Date:12/12/2022
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 dual recliner loveseat on 10/5/2021 for $4076.22 from Lazboy. It broke in June 2022 and I requested repair via customer service on 6/8/22, they responded 6/21/22 told not to use the broken side. I've had 4 different appointments for repair, one no show/no call, next appointment I was told parts would be ordered and a new appointment made. That tech ordered the wrong parts, and they sent another tech out who ordered different parts. Finally had parts and tech out on 11/27/2022, over six months since it broke. The tech said they flew him in from Kentucky. He partially repaired the loveseat; however, it broke again worse than before and before the tech even left. He said he would request a replacement couch. I emailed Lazyboy on 11/28/22 and had to call Lazboy on 12/5/22 because we hadn't heard anything. Lazboy customer service claimed the tech reported it fixed and they'd have to send out another tech to confirm still broken and to expect a call within 48 hours. No one called and so I called Lazboy customer service again, 12/9/22. I am now told there was a glitch and they'd ask for another tech to come out. At this point I am so frustrated with the situation, just want my money back $4076.22. They say they "don't do refunds." I don't want a replacement because I'm so traumatized by this situation, I don't want to have to deal with them ever again. It's been almost 7 months with a broken couch and no resolution in sight. Attached pics show broken couch.Business Response
Date: 12/22/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.
Upon reviewing this customer’s service ticket, we see that they
have been approved for a refund of their purchase. The paperwork to start this
process was submitted to the customer’s store of purchase. As soon as the customer’s
furniture is checked back into the local warehouse, the customer will be
refunded.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 01/05/2023
Complaint: ********
I am rejecting this response because: I would like the full price paid refunded, to include the mandatory delivery fee of $99.99 and sales tax, etc. for total: $4076.22. When I bought the loveseat, I asked if I could pick it up to avoid paying the delivery fee and was told no. As it is, the loveseat only got picked up today, 1/5/23, and the local store lady won't allow me to pick up the check that I was promised would be ready for me to pick up when the loveseat had been picked up.In December 2022, I were told that we would be given extra money for our trouble, not less than we paid.
The response from La-z-boy is insincere. No one I have talked to has understood how much not having a functioning dual reclining loveseat for over 7 months has affected me and my wife. This has been my worst experience with a company ever.
Sincerely,
***** **********Business Response
Date: 01/09/2023
Dear BBB,
Thank you
for alerting us to this customer’s reply.This
customer was authorized for a return. This means that we offered the customer a
credit in the price that they paid for their furniture. This credit does not
include any protection plans or delivery fees. The customer’s delivery fee is
non-refundable as the delivery service was still provided. They are receiving a
full credit for the cost of the loveseat. They will be receiving a refund of
$3,966.83. La-Z-Boy is not able to offer any further accommodations.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Initial Complaint
Date:12/08/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a Couch and Love seat from Fendons Furniture in Bishop CA and the Love seat started failing after 8 months of normal use. It is sagging, making squeaky noises and when reclined it lean’s crooked. Fendons has been in contact and is telling me that Lazy Boy keeps asking them questions and not getting anywhere. I am afraid my 1 year warranty is going to expire by the time they make a decision and I will be stuck with this broken furniture. I purchased Lazy boy because of their reputation of making long lasting furniture and good warranty. All I am asking for is to repair or replace this Loveseat under the warranty as expected, nothing more.Business Response
Date: 12/21/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.
The customer’s store of purchase, Fendon’s Furniture, is
independently owned and operated. La-Z-Boy Incorporated does not have access to
the store’s customer records. We have contacted the customer’s store of
purchase and asked that they contact the customer regarding their complaint.
We kindly ask that this complaint be closed as this customer purchased from an
independent retailer which is not linked to our corporate headquarters.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/22/2022
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:12/08/2022
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.
Ordered a recliner on 1-15-22. Waited 6 months for delivery to receive a damaged chair on 7-7-22. After much haggling a new chair was ordered and delivered defective on 11-10-22. We have tried to keep communication open the entire time. Company / Corporate has ignored repeated emails since the last delivery attempt and has not reached out to us concerning the second defective chair. A phone call asking the store manager *** ****** to contact me via email has been unsuccessful.Business Response
Date: 12/22/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their purchase experience.
Upon reviewing this customer’s sales ticket, we see that the
customer’s store of purchase rescheduled this customer’s delivery. The customer
is scheduled to take delivery of their furniture today, 12/22/2022. If there
are concerns with the delivery scheduled for today, we will review again and
assist the customer.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/22/2022
Complaint: ********
I am rejecting this response because: We have not had a response from La Z Boy management for 41 days after repeated emails. We are traveling for the holidays and did receive a call from the delivery service for an unscheduled delivery on 12-22-22 that was not discussed with us. No contact and no communication for 41 days exemplifies La Z Boy’s indifference to their customers. In July via telephone, *** ****** promised us a brand new chair in perfect condition. This is not what we have received thus far and no evidence a 3rd new chair was ordered so now we are expected to accept, in my opinion, a repaired chair.
Sincerely,
***** **********Business Response
Date: 01/06/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
We have spoken with the management at this customer’s store of purchase. They advised that the chair that was attempted to be delivered on 12/22/2022 was a newly ordered chair and they advised that they will be contacting the customer to discuss all of their available options.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 01/07/2023
Complaint: ********
I am rejecting this response because: The management "*** ******" simply can't be trusted. Mr. ****** mislead us about the second chair that came in defective as he promised us a chair in perfect condition per our telephone conversation in July. That "Rush order" took four months so I highly doubt his claim that he has a brand new chair. Also, the fact that I have not heard from Mr. ****** since November, even when we tried to keep communication open demonstrates his indifference to his customers and will go through any lengths to make me go away. As with the entire La Z Boy company, Mr. ****** has no pride or integrity. I am prepared to take other necessary steps for my satisfaction, not theirs.
Sincerely,
***** **********Initial Complaint
Date:12/08/2022
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 loveseat, couch, lamps, picture, pillows, and a wine server and a 5-year protection plan for an additional $549.43 on March 29, 2021, it was delivered on November 14, 2021. Eight months after it was paid for.
In March 2022, I called customer service at *** ******** to request service on the loveseat as the automatic loveseat was jerking and clicking going up and down. I was given a date of March 26, 2022, for a repair person to come check it out. On March 26 your service provider callled to say the repair person was ill. No further communication from you. I lived with the clicking.
On November 19,2022, I called Serveco.com at 888 219-8923 to request service on the loveseat as it was not closing all the way. The receptionist told me to: 1 Send a copy of my sales receipt, 2. Send a photo of my loveseat, 3. Send a copy of the manufacture tag that was under the footrest to ******************** which I did via email. I received an obligatory email from them stating someon would be in contact with 24-hours. I resent everything again on November 30 as I have heard NOTHING from you.
Business Response
Date: 12/22/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.
La-Z-Boy offers a limited lifetime warranty on the parts of the
frame, mechanism and springs, against manufacturing defects, for as long as the
original purchaser owns the product and can supply their dated receipt as proof
of purchase. Fabric, leather and standard foam padding have a one-year
warranty, against manufacturing defects, from the date of delivery of the
furniture into the customer's home. Labor to repair or replace any defective
parts is also covered for one year from the date of delivery of the furniture.
The following is a link to our full manufacturer’s warranty: *************************************************************
La-Z-Boy
also offers additional protection plans at the time of sale through a third-party
company called ServeCo, whose plans cover accidental damage to the
fabric/leather caused by specific incidents as well as concerns with electrical
components. The customer was provided a copy of ServeCo’s plan details at the
time of sale. Since Serveco is a third-party company, La-Z-Boy cannot see their
records and does not assist with their service processes.
Our customer service department does not have any record of this
customer’s service request. La-Z-Boy would be happy to offer the customer
assistance with repairs, however per the manufacturer’s warranty provided
above, labor for repairs would be on a charge basis.
We kindly ask that this complaint be closed as we are not able
to assist with ServeCo claims and the customer does have the option to accept
service through the La-Z-Boy customer service department.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/27/2022
Complaint: ********
I am rejecting this response because: I gave La Z Boy and ServeCo everything they asked for. My complaint (other than the fact that my loveseat doesn't properly work) is their lack of expertise to assisting with the problem. This furniture was purchased March 20, 2021. Loveseat was jerking when open and closing and I called for service on March 26, 2022. I was schedule for service on March 26, 2022, only to have the repairman call in sick that day. I decided to live with it because too much trouble having to go through a dozen extensions and wait on the phone for half a day. On November 19, 202,2 the left side of the loveseat would not close all the way. I called ServeCo and was told to send the attached pictures. I heard back saying "Someone would be in contact on Nov. 21, 2022, then on November 29 (eight days later) I emailed again asking if they were going to repair my loveseat. That's terrible customer service. I received an email from "******************** on December 2, 2022, telling me to call them at 1 800-866-9636. Now I paid $549.43 for this extended warranty and you would think that a company has large as La Z Boy would pick a better company to service their products. I just want you all to know their customer service S***S!
Sincerely,
****** ******Business Response
Date: 01/05/2023
Dear BBB,
We are
sorry for any frustrations that this customer has encountered throughout their
service experience.Upon review, we see that
this customer spoke with our service department on 12/20/2022. The service department
waived the labor charges for this customer as a one-time courtesy and scheduled
their service appointment for 01/03/2022. According to the technician’s report,
service was completed.We kindly ask that this
complaint be closed as we have completed service for the customer.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******
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