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
- 607 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: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.
I bought 2 recliners and a couch in April 2021. They could deliver until October 2021 due to shipping issues. No problem. Started having issues right away with the recliners. I called and service came out. Actually they ended up coming back 3 times and then Said the chair needed to be replaced. They other chair was then starting to get funky also. So now they are going to replace 1 now in April of 2022. By the way, the chair is unsafe for elderly people to sit I due to flipping backwards. So during this period I am also asking about the other recliner and all the noise it makes. They will not take my calls. You are left On Hold for hours. I have asked for my money back and they can have the chairs. I don't know what to do. Now they connect you to customers service thru texting . I think once they know your case they just ignore you. I don't know where to turn. Please help
Business Response
Date: 12/21/2022
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 case with our service department regarding one of
the recliners. The service department has offered the customer a reselection of
her unit. This was offered to the customer on 12/6/2022 and she was accepting.
We kindly ask that this complaint be closed as our customer service department
is actively assisting this customer within the terms of our warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/21/2022
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. As long as they call back. I have left a message for the salesperson and I am waiting to hear back. I will call Again to the store. It is supposed to be 2 chairs I believe . Both chairs are faulty. So. Let's get this issue moving
Sincerely,
***** *********Initial Complaint
Date:12/07/2022
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.
PURCHASED RECLINER FROM. LA-Z-BOY IN AUGUSTA, GA ON 03/23/2019. INCLUDED IN THE PURCHASE WAS A 10 YEAR PROTECTION PLAN AT A CHARGE OF $129.98. THIS PLAN IS A 3RD PARTY PLAN WITH SERVE CO BUT SOLD BY THE LA Z BOY STORE. (THERE WAS NO MENTION AT THE TIME OF PURCHASE THAT IT WASN'T A LA Z BOY PLAN). THE PLAN COVERS ACCIDENTAL PUNCTURES (WHICH HAPPENED WHEN MY FINGERS WENT THROUGH THE THIN VINYL UNDER THE ARM REST AS I LIFTED MYSELF FROM THE CHAIR). SERVE CO DENIED THE CLAIM STATING THEY FELT THE DAMAGE WAS STRESS RELATED, NOT A PUNCTURE. I TRIED TO EXPLAIN THE CHAIR WAS ONLY 3 YEARS OLD AND THE COMPANY MUST HAVE BELIEVED THE CHAIR WOULD LAST AT LEAST 10 YEARS, THE TERM OF THE REPAIR CONTRACT. THEIR DENIAL IS ABSURD.Business Response
Date: 12/20/2022
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: h***************-********************************************
La-Z-Boy also
offers additional warranties at the time of sale through a third-party company
called ServeCo, whose plans cover accidental damage to the fabric/leather as
well as concerns with electrical components. The customer was provided a copy
of ServeCo’s plan details at the time of sale, by their store of purchase in Augusta, GA, who is also independently owned. Since ServeCo is a third-party
company, La-Z-Boy cannot override their decision to deny a claim.
La-Z-Boy would
be happy to offer the customer assistance with repairs, however per the
manufacturer’s warranty provided above, repairs would be on a charge basis.
We kindly ask
that this complaint be closed as the customer’s concerns are with ServeCo,
which is not linked to La-Z-Boy.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM ******Initial Complaint
Date:12/07/2022
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 new furniture from this company less than 6 months ago, the couch footrest does not work, and I can not reach them to schedule a repair, I am left on hold for hours and they never answer.Business Response
Date: 12/20/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.
The customer has an open service ticket and received
communication via email earlier today, requesting more information on the
concerns that they are having. The customer has been advised that once we have
this requested information, we can schedule them for an in-home service appointment
with a technician.
We kindly ask that this complaint be closed as
the customer has been offered services under their warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:12/06/2022
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.
We purchased a sofa that didn’t hold up at all within three months. The company agreed to give us a reselection credit for the entire amount we spent. We cannot find anything comparable to what we bought without spending at least $1000 more. We are just simply requesting a refund since the product was faulty, and the company agreed that it was. They are saying they cannot give us a refund.Business Response
Date: 12/21/2022
Dear BBB,
We are sorry
for any frustrations that this customer has encountered throughout their purchasing
experienceUpon reviewing
the customer’s records, the customer had originally purchased a manual style reclining
sectional. Due to concerns with the fabric and cushion compression, La-Z-Boy
authorized a reselection. A reselection is when the cost of the original
furniture is issued back to the customer’s original store of purchase so that
they may choose new furniture. If the customer chooses something that is more
expensive than what they previously paid, the customer will be responsible for
the difference in cost.In this
situation, the customer had selected a power reclining style sectional for their
replacement. Electric reclining furniture is more expensive than manual
reclining furniture. If the customer is unwilling to pay the difference in
costs between the two styles, the customer has the option of selecting a less
expensive style. Per the terms and conditions that were signed at the time of
sale, refunds are not available.We kindly ask
that this complaint be closed as the customer has been offered a reselection
and at this time, their store is waiting for the customer to make their new
selection.Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Initial Complaint
Date:12/06/2022
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.
Not enough room to provide all details. Please feel free to call me directly for more information. This manufacturer is seriously broken in process and integrity.
Purchased a chair and couch 9/24/2022. The La Z Boy system indicated (Oct 8) the chair would be delivered and therefore needed to be paid in full at the time of the order. The couch required a deposit, with the balance paid before delivery. We have paid $3500 and have no furniture, have no apparent means to speak to a representative, have lied, been insulting, and Customer Care hung up on us after an hour on hold.
Background: The chair was finally delivered 11/8/2022 and did not work. We called the salesperson, but they were not there and we were told, there was 2 options -- reject the chair or wait for service. Since this was new, we requested a working chair replacement. There was no supervisor or regional manager available to help per store associate. A call to the HQ in Monroe, MI was made where we were informed 1) this chair, based on "ACK" number was probably in the warehouse since 2021; and 2) replacements happen within 2 weeks; 3) there is no refund. The poor interaction with the store was reported to the HQ at this time where they indicated they would send emails to the Regional Director, etc.
2 pass, the local store was called again (never did they call to apologize or offer to help), and the sales rep pretended, until pressed, that the chair was delivered and "what is the problem?" We indicated status was in our notes and "magically" she said "oh I see it now" She promised to check it out, call back and never did. The sales rep indicated she paid when our items are delivered.
Another week, the rep never called so we called again. First, we were told she was with a customer and we decided to hold. After insisting on holding a 2nd time, she was handed the phone. The rep was belligerent telling us she has no idea when our chair or couch will be delivered and she paid when our items are delivered. (Yeah, right).
Today, 12/5/22, I called the HQ, number during business hours, the message said to call back during biz hours, then disconnects. Customer Care number was called, and after 45 minutes, the agent could not help (*****) and hung up on me because I didn't have a service number, only my.
We want a partial refund until our chair ships as we paid in full based on an Oct 8th delivery date.
We want consumers to be able to contact La Z Boy for resolution and not get bullied into "be thankful your order is in the system" comments.
We would like the Centennial, CO store to go through a Cx sensitivity training
I would like discussion with the CEO, ******* ***********Business Response
Date: 12/21/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their purchasing experience.
The customer’s store of purchase, Centennial, CO, is
independently owned and operated. La-Z-Boy Incorporated does not have access to
the store’s customer records. We have contacted the store and requested an
update on the customer’s order. Once a response has been received, the customer
will be contacted with an update.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:12/05/2022
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.
11/12/2021 Ticket #**-***** * Piece Nook Dining Table made several trips in to the store to get update on delivery. While in the store 10/28/22, I was told that the order was ready for delivery 11/8/22. Delivery crew brought out the base of the table only and not the TDP. I refused to take the order. I have been promised a total refund as soon as confirmation was made that I refused the order. I was told I don not need to return to the store that a full credit will be applied to my VISA card.Business Response
Date: 12/20/2022
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 found that the customer’s
store of purchase had refunded the customer for half of the order total on 11/29/22 and refunded the other half on 12/07/22.
We kindly ask that this complaint be closed as the customer has
been fully refunded.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:12/05/2022
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 have filed a previous complaint with the ID number on October 31, 1922. ID number ********. The complaint is against La-Z-Boy furniture at 7070 SW Nyberg St. in Tualatin, OR 97062 telephone number 503-612-9803 not only have I not heard back from any body at La-Z-Boy or the Better Business Bureau. I’m not sure if my complaint has been dropped it needs to be re-opened because I want my furniture fixed at their cost not mine I’ve already paid for it once. Also I would like to speak to the escalations department of La-Z-Boy in Monroe Michigan. I had an employee that took my phone call that yelled at me, kept talking over the top of me. Her name was Ashton and she ended up hanging up on me, so that’s another issue I have with La-Z-Boy so I’d like the escalations department to get a hold of me. ********** and I expect a call or some sort of communication by the end of this week. Thank you for your time and effort.Business Response
Date: 12/28/2022
Dear BBB,
Thank you
for alerting us to this customer’s concerns. We are sorry to hear of any
inconvience that this customer has experienced 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: htt**********************************omerCare/parts-warranty.This
customer’s store of purchase is independently owned and operated. We, La-Z-Boy World
Headquarters, do not have access to the independently owned and operated
retailers' customer purchase records. This customer contacted our customer
service department requesting services on November 1st, 2022. During this contact, the customer requested a replacement
of their furniture. They were advised that a replacement would not be option
due to the age of the furniture and because they purchased from an
independent retailer. All of their financial transactions were made through
their independent retailer, which is not linked to our corporate offices.The customer was also
advised that they are outside of their 1-year warranty for labor, the cover,
and the cushioning. We recommend that this customer contact a local upholsterer
to discuss repair options. La-Z-Boy would not cover the cost of any repairs.We kindly ask that this
complaint be closed as La-Z-Boy is following the terms of the our warranty.Kindest
regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Initial Complaint
Date:12/05/2022
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 bought a lazyboy chair a while back and immediately it started hollowing out at the back because of poor cushioning. I called the local dealer and he came in and opened it up and we found that the lumbar support cushion was not sewed all the way in the factory as well- which is another problem. the dealer's guy stuffed some more fiber into the back in they're attempt to fix it but it's still not right. I contacted the lazyboy company in plenty time for the warranty and all they have done is give me the runaround and not communicate back to me. I PAID $1600 case number ****** ** ********* ******** , ***** **** ,** *******1-******** *********************Business Response
Date: 12/28/2022
Dear BBB,
Thank you
for alerting us to this customer’s concerns. We are sorry to hear of any
inconvience that this customer has experienced throughout their service experience.This
customer’s store of purchase is independently owned and operated. All service, returns,
exchanges, etc. must be done directly at the customer’s retail location where they
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).We have
forwarded this customer’s request to their store of purchase and have requested
that they call the customer to discuss service options.Kindest
regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/29/2022
Complaint: ********
I am rejecting this response because: this is the same reason they have given me for a year and a half. By now they should've pursued other methods of getting the retailer to respond to them. Only they can pressure the retailer into taking action, only they can authorize a replacement. To keep laying it on the retailer is their excuse for not doing anything. I request further assistance in this matter and would appreciate reference to any other government agencies that might be able to help.thank you
****** ******Business Response
Date: 01/06/2023
Dear BBB,
Thank you for alerting us to this customer’s reply.
This customer’s store of purchase, Ramos Furniture, is not a La-Z-Boy owned retailer. We, La-Z-Boy Headquarters, do not have the authority to make any decisions for this customer’s order. They will need to continue to work with their store of purchase, we do not have any additional options for them.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 01/09/2023
Complaint: ********
I am rejecting this response because:La-Z-Boy has been giving me the same response to every communication. I have talked with the owner of Ramos furniture where I got the chair. I have been talking to them and they have been trying to talk to La-Z-Boy but La-Z-Boy is not responding to the dealer.the dealer offered and I went over to look at another chair that the dealer is willing to exchange for the bad chair but she has not gotten an answer from La-Z-Boy yet. I have been trying to resolve this through the dealer, the dealer says La-Z-Boy Corporation is not responding back and this is typical of their poor service.
Sincerely,
****** ******Initial Complaint
Date:12/02/2022
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 have a chair that needs repair. The La-Z-Boy corporation used to have a service center in Spokane Valley, WA. I have had this same part in the headrests replaced twice and another issue with the headrest, different part replacement. October 10th I called the service center, they directed me to a new procedure and service company they contract with for repairs. I called the corrected number and was on hold for over an hour. I called again on 10/12 annd 10/17 and was also on hold for over an hour. No one ever answers. I called back to the valley service center and was told to contact the showroom salesmen and they could email to the service company directly on my behalf. On 10/18 I contacted the showroom salesman, ***** ******, who emailed the service company and cc me on the email. ****** told me it would be 24-48 hours response time. On 10/20 I emailed ****** that I hadn’t heard anything from the service company. No reply from Mr. ****** as of yet. On 10/21 I called the showroom again and spoke to ********* who told me he would email the regional manager on my behalf as he can’t give out their phone number directly. He told me they have been instructed to tell customers who can’t contact the service company, that the salesman can email the company on their behalf and that’s all they can do. There is no other recourse or way of contacting them to get my chair repaired.
Meanwhile, in November 2020 when this issue was last repaired, the service technician and the sales person at the La Z Boy store told me that if this part broke one more time, they would consider this chair a lemon and replace it. I bought a set of 2 matching chairs that were delivered January 2016 and this will be the 4th time for a repair to a broken headrest.Business Response
Date: 12/02/2022
Unfortunately, the store itself is a showroom. The store does not handle any repairs, does not have techs, and a separately managed part of La-Z-Boy. The chair itself is out of warranty. The warranty is 1 year parts and labor. La-Z-Boy Comfort Care can still service the products for a cost for parts and service after, which Comfort Care charges. The phone number to Comfort Care is 855-802-6636. Their hours of operation are 9am - 6pm EST.
There is no longer a service center in Spokane Valley. All service was moved to in-home service. If a customer does not want to call comfort care, we do offer to send the information in. The best route is to call the number, which leads to a prompt to have Comfort Care call you back, and use that prompt.This transaction is not in my records. This was purchased from private ownership that used to own that building.
Any other questions, please ask.
Thanks,
***Customer Answer
Date: 12/08/2022
[BBB Transcription via Email]
From: ***** ***** <******************>
Sent: Friday, December 2, 2022 9:08 PM
To: Resolutions <**********************>
Subject: ID ********
To whom it may concern,
I have received several emails regarding resolution to my complaint in the way La-z-Boy is handling my chair repair.
My chair has still not been repaired. There is no current resolution, whether satisfactory or not.
- on 11/3/22, Comfort Care contacted me via phone to see about proving service to fix my chair. They asked for pictures of the chair, the damage and the registration tag on the bottom of the chair to confirm I was the original purchaser. Comfort Care emailed a request for these on 11/8/22 and I replied with a video showing the damage, photos of the chair and of the registration tag.
- 11/14/22 I called comfort care to inquire about the status of repair technician and was told there was no technician in my area and they would be researching and to give them 24-48 hours longer to locate one.
- 11/18/22 comfort care contacted me to let me know that they had located a repair technician. Because of the issue being a repeated repair (3 times previous) they would be waiving the first hour of service call fees so the technician can determine if it’s the same issue as before. Comfort Care didnt handle the previous repairs as there used to be a service center in Spokane Valley.
- 11/22/22 a service company contacted me via phone and said they gave my information to a repair technician and that person would be contacting me in 24-48 hours to schedule to look at my chair. I still haven’t heard anything from a repair technician as of today 12/2/22.
In response to the reply from the business:
1. The chair is under La-Z-Boy limited lifetime warranty, it is NOT out of warranty. La-Z-Boy warranties the parts against defect, so they have been covering the issue with my chair because it is a manufacture defect that has occurred 3 times prior - NOT due to us damaging the chair.
2. The salesman at the La-Z-Boy store offered to email Comfort Care on my behalf after I contacted them because my calls to comfort care went unanswered and there was no prompt to have them call me back. After the salesman emailed Comfort Care, I contacted him to let him know I still hadn’t heard anything from Comfort Care. I have phone records showing that I waited on hold with Comfort Care at the number provided to me by La-Z-Boy for over an hour on 2 occasions before reaching out to the salespeople.
I do not have any resolution as of yet and am requesting further assistance from BBB.
Thank you.
Best regards,
***** ****
***** ********
*****************Initial Complaint
Date:12/02/2022
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.
Bought a La Z Boy double recliner in June from store in Avon Indiana...since delivery 1 recliner does not sit right and is uncomfortable, tried contacting La Z Boy service for several days, was always put on hold for long periods of time. Never spoke to a person, so I call store where purchased and they finally got ahold of someone, tech comes out and proceeds to tell me there is nothing wrong with recliner, said they wear like that sometimes...I asked, on a brand new recliner this is normal, he said yes, so I started pointing out all that is wrong, he then agrees and orders parts, said 2-4 weeks and someone will call....no one calls for 8 weeks, so I call them after parts arrive at my home. No contact at all on any of this from La Z Boy, didnt know parts where coming here nor what was ordered. On hold 3 days in a row for over 30 minutes each time, cant wait any longer as I am at work. I call store where purchased again, get a call back to schedule repairs, 5 weeks out, day before repairs they call to reschedule in another 2 weeks because tech is out.
I have been more than accomodating to their "schedule" but I have nothing from them, only run around and no answers. I want the furniture that I paid $6,000 for to be what they sold me. No more games as this thing has just been sitting here since delivery in June!!!!!! I have tried to be nice, but I see where that has gotten me. So here I am having to file a complaint to get anything done.Business Response
Date: 12/13/2022
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: https://ww************************************************ty.The customer
has an open service ticket and is scheduled for a service appointment on 12/15/22.
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 # ******
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