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
- 606 total complaints in the last 3 years.
- 90 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:12/01/2022
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 punched a recliner and at 15 months old the arm broke. I called to report it to have it fixed. It took 30 days for someone to come and look at the chair. The service person was not able to fix it and said he needed to order parts and they would take three weeks to arrive, at four weeks I again called and the parts had not been ordered. 30 days later a second service person came out and said he could not fix it within the time frame and would need three hours. He was to come out 30 days later, on the day he was to be at my home, five minutes before he was to arrive, i received a call saying he was not coming and a new appointment was scheduled for 45 days out. I have had a broken chair for 6 months. I paid $1200 for my chair and it is made for a tall person.
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://*****************************************************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 ******Initial Complaint
Date:11/30/2022
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 recliner sofa from LA-Z-BOY furniture on 07/15/22 and was delivered on 09/17/22. The back of the sofa had a Velcro flap but the flap was to short to velcro and come undone. The left side of the sofa recliner wobbled and leaned to the left leaving a space between the sofa pillow, the back of the sofa was uneven did not sit level.
The store manager *** ***** was called on 09/17/22 to complain about the malfunctioning of the flap a how uneven and the left wobbled. She was rude and stated she was the only one in the store and that I would need to call customer service, because she couldn’t help us. I spent the day on the phone that Saturday trying to reach customer service to no avail. Finally received a response ticket no was given and a tech was send to our home to fix the problem. The tech that was sent out to fix the issue was only there to look at the sofa and Write a report. We explained all the issues but they were never presented in the report.
On on Oct 12,2022 the spent over 2hrs on the phone trying to reach customer service being transferred several times. They’re solution was to come out and reupholster the back -we asked for a new Sofa. Customer service than told us the sofa we had would be going to the dump and that the new one requested would probably come the same way. We received a call from the sales rep.******* stating a new sofa was being ordered and that it would take several months and if the sofa was not up to par to refuse delivery. The sofa was delivered 11/ 26/22 in the same condition as the first, delivery was refused.
On Nov 30 2022 I. Received a. Call from the store manager of La-z-boy on 1755 Bald Hill Rd Warwick RI. She stated that there was nothing wrong with the sofa and that its “CUSTOMER PERCEPTION” that there is no issue with the sofa. I asked for a refund and she became nasty.Her answer was No refund, we can get a new sofa or pay 30% restock fee. The product was sub par a new sofa should not need repairs.Business Response
Date: 12/13/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their purchasing experience.Upon reviewing the customer’s Sales Ticket and previous Service Ticket, we found that the customer originally took delivery of their sofa on
09/17/22. A technician was sent to the customer’s home on 10/05/22 to inspect
concerns that the customer was having with gaps between the cushions and concerns
with the Velcro holding the tailgate in place. The technician had requested replacement
parts to be ordered within terms of the warranty.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. The following is a link to our full
manufacturer’s warranty: *************************************************************The customer refused repairs to their sofa. To appease
the customer, La-Z-Boy authorized for a replacement sofa to be ordered as a one
time courtesy. The replacement sofa is now available for delivery and has passed
inspection at the local distribution center. Per the terms of the warranty, refunds
are not available. La-Z-Boy is not authorizing for another replacement sofa. If the existing sofa were to arrive with any
manufacturing or material defects, those concerns would be resolved by service
through the manufactures warranty.We kindly ask that this complaint be closed as the customer’s
replacement sofa is available for delivery. The customer may contact their store
of purchase to coordinate the delivery date to their home.Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/13/2022
Complaint: ********
I am rejecting this response because:
The second sofa was delivered and rejected because it had the same issues as first.We did exactly as our sales person ******* ******** told us to do if the sofa arrived with the same problems reject it and we did. Our original conversation with customer service the gentlemen told us the first sofa would be destroyed and that we would likely get the same issues in the second sofa … AND WE DID! We bought a brand new sofa and it should not need to be repaired! The insult that its customer perception. We also have tried to reach out to customer service My husband has left messages with corporate and have gotten no response. We want our money back.
Sincerely,
****** *****Business Response
Date: 12/28/2022
Dear BBB,
Thank you
for alerting us to this customer’s reply.The
La-Z-Boy manufacturer’s warranty is for repairs and not replacement. As a
courtesy, our customer service department offered to replace the sofa. The customer
was advised that if any concerns were to arise in the future, we would not be
offering a replacement. Per the terms of sale signed on the date of purchase, a
refund would not be an option.We kindly
ask that this case be closed as we have offered to resolve their concerns under
the terms of our warranty, and we will not be offering any further
accommodations.Kindest
regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 01/03/2023
Complaint: ********
I am rejecting this response because:Closing a complaint is how this company resolves issues … because they don’t care about their products or the customer.
I signed and agreed to receive a BRAND NEW SOFA not one that needed repairs or warranty. The replacement had the same issues as the first (substandard quality) and your customer service is non- existent! I want a refund because your company sold me a substandard quality brand new sofa. I will not back down. I will file a conformal complaint with my States Attorney general office. Why is the BBB even giving this sub par company a rating is beyond me. Your company has thousand of complaints similar to my own issue.
Sincerely,
****** *****Business Response
Date: 01/12/2023
Dear BBB,
The replacement sofa is now available for delivery and has
passed inspection at the local distribution center. There were no found defects
with the new sofa. Per the terms of the
warranty, refunds are not available.We kindly ask that this complaint be closed as La-Z-Boy is
waiting for the customer to contact their store to schedule their delivery
date.Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 01/12/2023
Complaint: ********
I am rejecting this response because:This is the same reply I received a few weeks ago NOT ACCEPTABLE! There are defects and your service person knows it ,but never but it in his report,but yet he was ready to order a new back for a brand new sofa. The fabric (Flap on the back of the sofa is to short and does’t Velcro). The new sofa that arrived was the same way. I do not want a sub standard piece of furniture. Someone from corporate. Needs to reach out to us. The BBB should really investigate this company there are thousands of complaints on a Facebook page lazy boy dissatisfied customers. Why does this company even have a rating with you? A complaint has been filed with the RI attorney Generals office!
Sincerely,
****** *****Initial Complaint
Date:11/29/2022
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.
My furniture was delivered on June 29, 2022. We opened a case about one of the chairs with La-Z-Boy and a tech came out on July 25. He swapped out the base from a rocker to a standard base and ordered one arm as a replacement. When he came back on Aug 19, we were having more issues so he didn't replace the one arm, and then ordered the arm for the other side since now both were damaged. He said that we may just get a new chair due to 2 pieces needing replacement. He also oiled the chair since it was now creaking and squeaking. We never heard anything back and my husband called to check up on the status in October (I believe) and the rep said that nothing was ordered and that it was on hold and that he would release it to be ordered). In November I called again to check up and still, nothing was ordered even though the last rep said it would be. Since the tech came out in Aug, the back of my chair is flattening on top and the seat is now not wearing the same at the other chair. Both chairs are sat in every night and this one was not made the same as the other one that we have at all. The rep in mid Nov. told me that she would email management my concerns and they would call me in a few days. They didn't. I called again on Nov 29 to follow up and ***** told me management reviewed it and to go ahead with service, but still no parts have been ordered since Aug. The chair is now creaking and squeaking again and just looks terrible. Stuffing is missing from both arms and it was not built up to the standard of our other furniture. And the lack of communication is very frustrating since if I hadn't called back again, nothing would ever be ordered even though it was supposed to be serviced. We really think that this chair needs to be completely replaced due to lack of quality control. Our other chair and couch are beautiful.Business Response
Date: 12/12/2022
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://www**************************************************
We understand that the customer had experienced delays in their service;
however, our service department is actively working to repair this customer’s
furniture. An upholstered arm was ordered for the customer on December 6, 2022.
It takes about 17-20 days for these parts to be manufactured and shipped. Once
the customer receives these parts, they can call into our service department to
schedule the installation.
We kindly ask that this complaint be closed as we are actively
working to resolve their concerns within the terms of the manufacturer’s
warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/13/2022
Complaint: ********
I am rejecting this response because:As of Aug 19 2022, we have been waiting on replacement of BOTH arms, not just one. And in this complaint over the phone after calling in for service, I was told in Oct, and 2 other times in November, including my last phone call on Nov 29 with ***** that my second arm was already ordered. So I have actually been waiting 4 months for 2 new arms. So I am assuming that was not done as well as you are stating that you ordered an arm on Dec 6? The arms are not the only problem that we have been having with this chair. The seat part of the chair is not holding up like our other chair despite it having an upgraded pad, and the chair is squeaking and creaking when rocking in it despite it being oiled by your tech in Aug. The top/back of the chair is also missing stuffing in which I provided photos for in my original complaint. All of these other issues were notated in my calls into the service department in November. So 1 new arm is not going to fix this situation with this chair. There is definitely a quality control issue since we have 2 identical chairs that we purchased at the same time. One chair is perfect, and the other is not.
Sincerely,
*** *********Business Response
Date: 12/28/2022
Dear BBB,
Thank you
for alerting us to this customer’s reply.Our customer
service department ordered the right arm for this customer’s unit in July. This
part was delivered to the customer’s technician in August. When the technician
went to the customer’s home to install this part, the customer advised that
they were unhappy with the left arm as well.The
technician decided to wait to install the right arm until the left arm was
ordered and delivered. Once the left arm is delivered to the technician, he
will contact the customer to schedule the installation of both arms for the
customer at the same time.If the customer
is having additional concerns after these parts are installed, the technician
will inspect and determine how to move forward at that time.Kindest
regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/28/2022
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. However, I have been waiting since August for the second arm and every time I called in to check on the status it had never been ordered. Can you please verify that it has been ordered? When the tech arrives at my house I will direct them to our newest complaints with the chair as per your response.
Sincerely,
*** *********Initial Complaint
Date:11/29/2022
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 2 recliners from La-Z-Boy in March of 2021. I added the extremely expensive extended warranty on each at time of purchase. The recliners are still under factory warranty. One of the recliners are broken so I contacted customer service to schedule repair in October. After much back and forth, I finally got a service appointment for 11/01. I then received another message to call and schedule an appointment for service. When I called, the person told me that my appointment was lost due to a "computer glitch" and he asked if I could do 11/02. I told him I would be unavailable on 11/02. Apparently, they did not listen and scheduled it for 11/02 anyway. I received a text with a scheduled time for 11/02 on 11/01 @ 5pm (which did not allow me 24 hours to cancel). I responded to the text telling them that appointment would not work and that I told the guy that to begin with. Now they are trying to charge me for a missed appointment and will not come fix the chair. I talked to them again and they were going to review the recording of the call and have not heard from them in 2 weeks. At this point, the only resolution that is acceptable is for them remove the missed appointment charge, come fix the chair under the manufacturers warranty and refund my extended warranty price for both chairs so I do not have to deal with them ever again. The extended period has not started so there should be absolutely no problem with refunding the cost and it should not be this hard to get them to honor their manufacturers warranty. I have never dealt with such an incompetent company.
Please contact me via email or text. Cell service is not great in my area.Business Response
Date: 12/12/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.
This customer’s store of purchase is independently owned and
operated. We, La-Z-Boy Headquarters, do not have access to the independently owned
and operated retailers' customer purchase records. We contacted this customer’s
store of purchase who advised that they are actively trying to resolve this
customer’s complaint within the terms of the La-Z-Boy warranty. They advised
that they have waived the missed appointment fee. They advised that they are
waiting for the customer to contact them back to schedule an appointment date.
They advised that the customer will need to schedule a date in which the customer
is available all day as they can not guarantee a time frame. They advised all
time frames are assigned by the service provider based on their service route.
La-Z-Boy
does not offer an extension of the manufacturers warranty. In this complaint,
the customer is referencing a protection plan that he purchased. This
protection plan is a 10-year protection against in home damage to the cover
through a 3rd party company called ServeCo. Per the terms of sale,
this protection plan is non-refundable.
We kindly ask that this complaint be closed as the customer’s
service department is actively working to resolve their concerns within the
terms of the manufacturer’s warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/14/2022
Complaint: ********
I am rejecting this response because:The statement made by the business may be correct. They finally waived the charge and are repairing the chair after over 2 months of back and forth and hassle. However, after this nightmare, I have zero confidence in this company so I don't wish to be tied to them for another 10 years for the protection plan I purchased (I was also told at time of sale this plan covered EVERYTHING... apparently another lie further backing my decision to part ways with this business). I didn't pay a 3rd party company, I paid Lazy Boy for the protection plan so I am not going to contact yet another company to try to get refunded. At the end of the day, the business may normally not offer refunds for the plan BUT I am sure they can understand that this is a special case brought on by being misled (lied to) and going for over 2 months not being able to use their product because of the horrible customer service. Once again, I paid Lazy Boy for the plan and I expect Lazy Boy to refund the money I paid them for the plan. They can go to the third party and try to get their money back. This is the only way I will agree to the issue being closed.
Sincerely,
***** ****Business Response
Date: 12/28/2022
Dear BBB,
Thank you
for alerting us to this customer’s reply.We are
sorry for the frustrations that this customer has experienced; however, as
stated previously, this customer’s store of purchase is independently owned and
operated. All returns, exchanges, etc. must be done directly at the customer’s
retail location where the customer purchased the furniture as they are their
customer and all the customer’s financial transactions have been made through
their location (which is not linked to our corporate offices). Per the terms
and conditions that were signed at the time of sale, the protection plan is
non-refundable.Kindest
regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Initial Complaint
Date:11/29/2022
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.
On December 10th of 2021 a La-Z-Boy duo Bennett sofa was delivered to our house. We spent over $2000 on this purchase and were assured by store associates of the products durability and quality. Our problems started immediately upon delivery. The couch was dropped while in the doorway resulting in scratches to the feet. The pillows were dirty and were on the floor of the delivery vehicle with no packaging or coverings whatsoever. I immediately called La-Z-Boy's comfort care to address this issue and schedule a repair date. I was told no one could come out for 5 months to even look at the product. During this time the couch cushions deteriorated and collapsed around the edges. I added this to the complaint. A tech finally came out to look at the couch in April. He determined they needed to completely replace the 2 end seats and pillows. This service then could not be scheduled until July. The service tech that came in July was unaware how the seats bolted in and admitted to never having done this type of service before. Now just 3 months later in October the seats are collapsing again, there is a noise when you sit on the one side of the couch as if something has come loose and on the opposite end the retractable foot rest folds down and out, instead of staying flat so it cuts into your ankles.
The customer service on this has been miserable. I spent 2 hours on hold in October trying to reach someone on the comfort care line. I actually took a picture of how long I was on the phone on hold. I emailed this and someone reached back out but when I responded, all communication ceased. I then tried calling comfort care again and was unable to reach anyone on the phone. Instead I was texted and we set a date to have the service tech come out and evaluate. That date was today between 8-12pm, and I was just called saying he's late and will not be here until after 2pm. This is completely unacceptable and I am appalled at the quality and lack of service of this company.Business Response
Date: 12/06/2022
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: ************************************************************.
The customer
has an open service ticket and had a technician out to their home on 11/29/22. The
technician inspected the customer’s sofa and found no manufacturing or material
defects. However, as a courtesy, La-Z-Boy has ordered three new seat cushions
for the customer at no additional cost to the customer. The customer received
an email earlier today advising them of the seat cushion order.
We kindly ask
that this complaint be closed as the customer is being serviced.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
# ******Customer Answer
Date: 12/07/2022
Complaint: ********
I am rejecting this response because:I would like to follow up on this technician's comments. First off I
had a service window from 8am to 12pm, for which I took off work so I
could be there for the technician. I was called by the technician around
10:25am and told he was running late and he could be at my location
between 2-4pm. I told him immediately that this would not work, that I
had to leave to go to my job for the afternoon, because I only took the
morning off, as this was my service window time. He said he would try to
change things and if he couldn't get to me before noon, he would let me
know and reschedule. He never did this. I had to reach out to him to
reschedule a time, and when I did schedule for 6:30pm I explained my
husband and I would just be getting home, and to not come before that
time. While I appreciate him trying to fit us in, he arrived early and I
had to speak via phone call with him and only saw him when I arrived
home at the very end of his service. I find this very unacceptable, but I
felt I had no other choice as he said that he would not return to the
area for another 2 weeks.
In regards to
his comments, I respectfully disagree completely. I have been back to
your store and sat on your sofas. The cushions are firm and there are no
"noises" that come out of the couch as a result of the seat frame
touching the base as you say. These cushions were barely 4 months old
and they are bottoming out. There are no noises that are considered normal, I have asked employees in your store this. I want to know what type of replacement
cushions you are sending me as I was told they should be an upgraded
firm memory foam.
I also cannot install these cushions
myself, my husband travels and I am recovering from knee surgery. The
last technician who looked at the seats required flipping the couch up
and using power tools and I think that is rude and presumptive to assume
I will just be doing this all myself.
Finally,
I see no comments in regards to the foot rest he looked at. He said the
footrest on the left of the couch (when you are seated on it) has worn
out the springs and needs a replacement. Will this be fixed as well?
I
am once again sitting on hold on your Comfort Care line, this is my 5th
time calling and each time I am on hold for over an hour with no
representatives becoming available. Only once was I offered the text
message option and did I have someone reach out to me. The technician
also suggested returning to the store and seeing what they can do, so I
will be going into my local La-z-boy store tonight to explain this
ongoing situation and look for some better form of recourse.
Regards,
***** ************Business Response
Date: 12/15/2022
Dear BBB,
Thank you for alerting us to this customer’s reply.
We, La-Z-Boy Headquarters, agree with the technician that this
customer’s unit is up to manufacturing specifications. Units in home will not
feel exactly the same as a unit on the showroom floor. This is because the
units in the showroom floor are not sat in for long periods of time and could
also have different options. Even though the unit is built as designed, we did
order 3 new seats for the customer as a one-time courtesy. We reordered the
standard cushioning that originally came on the unit. While we do offer upgraded
cushion options, these would be on a charge basis to the customer as they did
not originally pay for the upgrade when they ordered their furniture.
We do not expect the customer to install the parts. Once the
parts are received by the customer, they will need to call back into our
customer service department to schedule the installation.
The technician did not mention any defect with the legrest in
his report. When the technician goes back to this customer’s home to install
the new cushions, we can also request that he inspect the legrest again.
We kindly ask that this complaint be closed as we are actively
working to resolve their concerns within the terms of the manufacturer’s
warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Initial Complaint
Date:11/29/2022
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 lazy boy recliner and was told it had a lifetime guarantee on the mechanical parts. I have tried three times to call each time I waited on hold for over an hour with no response. I sent a email via the web site 10 days ago and haven't heard back. I would like to have my chair fixed. How do I get ahold of anyone?Business Response
Date: 12/06/2022
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: *************************************************************The customer
has an open Service Ticket and was sent an email earlier today, requesting that
they contact our service department to schedule an in-home service appointment.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
******Customer Answer
Date: 12/06/2022
Complaint: ********
I am rejecting this response because:
I tried to call the number provided and gave up after 45 min. This is the third time I’ve tried this number nobody ever answers it.
Sincerely,
***** *******Business Response
Date: 01/05/2023
Dear BBB,
Thank you
for alerting us to this customer’s reply.We have
attempted to call the customer to schedule his service appointment and have
left a voicemail. As soon as we hear back from the customer, we will be able to
schedule his service appointment.La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/06/2023
Complaint: ********
I am rejecting this response because:
The caller left a voice mail with a phone number I called the number and waited on hold for 30 min then gave up. Please have them call back, the basis of my complaint is that I cannot get through on their customer service line. I will make every effort to answer their call. it would certainly help if they had a caller ID that identified them as lazy boy instead of unknown
Sincerely,
***** *******Business Response
Date: 01/09/2023
Dear BBB,
Thank you
for alerting us to this customer’s reply.We spoke
with the customer today and offered repairs within the terms of our warranty.
The customer declined repairs.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/09/2023
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:11/28/2022
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.
Two lamps were delivered. I was unhappy with them so called and left multiple messages for a return. Nobody called me back for days. When I did get a call back the manager told me that I can just take the lamps back to the closest Lazboy store. I have also been again calling for days to cancel an order that was delayed multiple times. I’ve left at least ten voicemails for someone to call me back. I would like my money back for the furniture I did not receive and also would like to return my lamps to the closest store as promised. When I took the lamps back to the store, I was turned away saying I needed to return them to Cranberry Twp where I placed the order, which is 6 hours away as I moved from one location to another, hence the furniture order.Business Response
Date: 12/06/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their purchasing experience.
Upon review of the customer’s Sales Ticket, we found that the lamps
were marked as returned on 12/03/22.
We kindly ask that this complaint be closed as the customer has
returned the lamps.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:11/23/2022
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.
On 4-1-2022 I purchased $12,540.33 of furniture. The order was paid complete in full 8-3-22. I have received $5,342.52 of the order. I was told the remainder of the order would be shipped Sept, then the end of Oct, then the middle of Nov and now the 20th of Dec. With their record of changing dates, I have no faith that the furniture will ship in Dec. I am very unhappy that I have nothing but promises for my remaining $7,197.64.Business Response
Date: 12/06/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their ordering experience.
Upon review of the customer’s Sales Ticket, we found that the remainder
of the customer’s order is scheduled to be delivered to their home today 12/06/22.
We kindly ask that this complaint be closed as the customer’s entire
order has been scheduled for delivery.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/10/2022
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.I have received the remainder of my order but there is a problem with 2 of the items. I have filed a complaint with their customer care unit unit have not received back any response from them.
Sincerely,
***** ****Initial Complaint
Date:11/22/2022
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 purchased a leather couch from La-Z-Boy in April of 2021. The couch was originally supposed to be delivered between August and October of 2021, it was delayed until December of 2021. When it arrived there was a manufacturing defect that made assembly impossible and it had to be taken back to the factory and remanufactured. They re-delivered the fixed couch in February 2022.
My wife and I applied for and were approved for a La-z-boy credit card to buy the couch. In October of 2021, a mysterious charge for over $3,000 was added to the credit card. Calling Synchrony turned up no transactions, we go to the store to sort it out and they call Synchrony and after 2 hours get the charge taken off, apparently it just came from nowhere they said and it shoudln't happen again.
In October 2022, another charge for over $3,000 appeared on the credit card and Synchrony(La-z-boy's credit partner) started to bill us on this "purchase" that doesn't exist.Customer Answer
Date: 11/22/2022
[BBB Transcription via Phone]
The matter has been resolved.
Initial Complaint
Date:11/21/2022
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 power Reclining chair from the Bel Air, Md store. The chair was sold as a floor model in working order. It was delivered broken in August of 2022. I requested it be returned. The store denied this request and said they would get it fixed. I did not receive a call from the “service” team for several weeks. At that point they scheduled a service technician for Oct of 2022. Around 14 October 2022, a service tech arrived to my home and took the chair apart and confirmed it was broken. He was not there to do the repairs he informed me. He stated that parts would need to be ordered.
I have contacted La-Z-Boy and have not received a response as to when this chair will be repaired.
As this sale was predicated on an item being delivered in working order, La-Z-Boy has failed to fulfill the bill of sale.
I request this chair be returned.Business Response
Date: 11/30/2022
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: ***********************************************************y.
The customer has an open service ticket. Per the terms of
warranty, refunds are not available. However, the customer was sent an email earlier
today advising that replacement parts have been ordered for their unit. The
customer was asked to contact our service department once the parts have
arrived, so that an installation appointment can be scheduled.
We kindly ask that this complaint be closed as the customer
is being serviced under their warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM # ******Customer Answer
Date: 12/06/2022
Complaint: ********
I am rejecting this response because: I have attempted to call your service line to schedule the repair now that the parts have arrived. I have been on hold three times for over 30 minutes. I am not clearing this complaint until the chair is fixed.
Sincerely,
******* *****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: ***********************************************************y.This customer contacted our office and spoke to one of our representatives today 12/13/22. The customer's ticket has been
reopened for a technician to contact them to coordinate an installation
appointment. Once the technician’s
report has been submitted and reviewed, the customer will be contacted to
discuss the resolution to their concerns.We kindly ask
that this complaint be closed as the customer is being serviced under their
warranty.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*
E-Commerce
Coordinator
CM ******Customer Answer
Date: 12/29/2022
You noted that you closed the complaint because the company made a good faith effort to resolve the issue.I completely disagree, they have not actually done anything yet. I have been sent parts to the chair and I am still waiting for them to contact me to schedule the repair. I have called several times and am still waiting.How can you resolve the complaint when my chair is sitting here without being repaired?I will be just submitting a new complaint as this has not been resolved. When the chair has actually had the repair done, it would be resolved.Business Response
Date: 01/09/2023
Dear BBB,
Thank you
for alerting us to this customer’s reply.If the
customer’s issues persist after their scheduled service visit on 01/25/2022, we
will review their ticket further.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.