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: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.
Purchased 7-13-2022 Del'D 7-28-2022 Aug Went online sent pictures and left review of issue. "Customer Care" emailed me and asked for information. 8-17-22 scheduled to send a technician to inspet , take pictures and file a report. First appointment was scheduled for 9-26 but had to rescheduled for 9-30. Showed him that fabric was loose and wrinkles were many. Was to receive decision in 7-10 days but didn't. Sent email 10/20 asking for what could be done to resolve the issues Customer care was slow responding. I reached out corp and finally got an email 11/8 denying refund or replacement. Mind you this chair was less than 2 months old when I first reported this issue.
Business Response
Date: 11/30/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.Upon review of the customer’s service ticket, we see that
the customer was scheduled for a service appointment on 09/30/22. The
technician found that the customer’s concerns with the padding and fabric was a
result of the customer improperly exiting the unit.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: *************************************************************Per the warranty, we would not offer the customer a replacement unit or a refund. However, we contacted the customer on 11/03/22 and left a voicemail
offering to replace the seat at no charge as a one-time courtesy. We have not
received any further communication from the customer.We kindly ask that this complaint be closed as the customer
has been offered repairs.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/12/2022
[BBB Transcription via Email]
Complaint: ********
I am rejecting this response because:
******* ******* <****************>
11:57 AM (1 minute ago)
to me
Dear ********,
I am not satisfied with La Z Boy's response to my claim.
I would like to dispute the items contained in the response sent to BBB.
The technician reported that the, " the customer's concerns regarding the padding and fabric was a result of the customer improperly exiting the unit." He did not watch me sit in the chair and then exit it. I did not know what requirements La Z Boy's has for entering and exiting their chairs. How can make that statement?
They state that there is a one-year warranty on parts of the frame, mechanism and springs, against manufacturing defects. Fabric, leather and standard foam padding, labor to repair or replace any defective parts is also covered. This is not what was told to me in the voicemail that was left for me.
The voicemail I received said that the chair was found to be to within Company standards and I would be responsible for some out-of-pocket expenses if I wanted anything done.
I am not sure why there are so many discrepancies between La Z Boy's response and what was relayed to me in the voicemail.
Sincerely,
******* *******
Sincerely,
******* *******Business Response
Date: 12/22/2022
Dear BBB,
Thank you for alerting us to this customer’s reply.
The technician, as well as our
product specialists, did determine that there is not a defect in this customer’s
furniture. As a one-time courtesy, our service department has offered to order
a new seat at no charge to the customer. We are sorry if there was a miscommunication via
the voicemail that was left; however, if the customer would like to pursue this
option, they can contact our service department at 855-802-6636 to order the
parts and continue with service.
We kindly ask that this
complaint be closed as we are following the terms of our warranty and the
customer has been offered the option to have the part replaced.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 01/05/2023
[BBB Transcription via Email]
Complaint: ********
I am rejecting this response because:
******* *******
10:41 AM (10 minutes ago)
to me
Good Morning ********,
I am thoroughly disappointed in the position La Z Boy has taken on my issue. In the last letter from ******* *****, I do not understand how they continue to attribute this issue to "normal wear and tear" since the chair was only 1 month old when I began noticing the problem. ******* is offering to change the seat but that is not the only issue. Perhaps La Z Boy has made some changes to the materials used to produce the chairs. I believe the customer is no longer a concern but the profit is foremost. The "Customer Care" department takes the brunt of the calls they receive and the La Z Boy stance was not explained properly so that there was "miscommunication" in the voicemail I received.
I wish to not deal with La Z Boy any further. I want to be rid of this situation and I will no longer pursue it. I will however leave a comment on the website and let hopefully future customers will read the long list of poor reviews that have been left there. I fault myself for not doing due diligence and reading them before I embarked on this purchase. Thank you for your help with my situation and have a great year.
Sincerely ******* *******
Sincerely,
******* *******Initial Complaint
Date:11/16/2022
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 couch on July 1, 2022. I wanted to special order but they told me it would take 5 months to recieve so I opted to order a couch that they typically have in stock. They didnt have all the parts so *****, the sales person said she could get it for me and it would be here in October. Well, it is now almost December and still no word on when this couch will be here. I paid $2,157.95 for it. IBusiness Response
Date: 11/30/2022
Dear BBB,
Thank you for alerting us to this customer’s concerns. We
are sorry to hear of any inconvenience that this customer has encountered
throughout their sales experience.
Per the terms of sale, refunds are only provided when a
customer requests a refund within three days of placing an order for items other
than clearance or as-is merchandise. In these circumstances, we will refund the
customer what they paid (except for fabric protection plans which are
non-refundable). After this three-day period, orders are sent to production and
refunds are no longer available.
Upon reviewing this customer’s sales ticket, we see that one
of their units are ready for delivery now, and the other unit is expected to be
available for delivery the end of December 2022. Once the full order has arrived at the local
warehouse, the customer will be contacted to schedule the delivery date.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 11/30/2022
Complaint: ********
I am rejecting this response because I was told that I would get this couch by the end of October. I settled for this couch because of the delivery time frame. If I had known it was going to take this long, I would have ordered the color that I really wanted. This is a color that they usually have in stock at the store, hence why it was supposed to come quicker.
Sincerely,
**** *****Business Response
Date: 12/06/2022
Dear BBB,
Thank you for alerting us to
this customer’s concerns.
When a customer is quoted an expected shipping
date, these dates are only estimates and are subject to change with any delays
that may occur in the production process. We do show that the customer’s
remaining item was boxed to be shipped yesterday, 12/05/22. The item should be
arriving to the customer’s local distribution center within the next two weeks.
The customer will then be contacted to coordinate a delivery date.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/06/2022
Complaint: ********
I am rejecting this response because I feel like the salesperson lied in order to get a sale. I don’t want this couch.
Sincerely,
**** *****Initial Complaint
Date:11/16/2022
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 11/01/2020 we placed an order for 4 pieces of furniture for a total of $4,472.43 which included delivery fees. We made a down payment of $1,350. On 6/9/2021 we received a notice that the furniture was read for delivery, and we paid the remaining balance of 3,122.43. The furniture was delivered on 6/19/2021. Of the 4 pieces, only the sofa was not defective because of poor craftsmanship. We contacted La-Z-Boy sales at time of delivery to resolve this issue and they provided no resolution. We were told to contact the La-Z-Boy warranty dept., who was unable to resolve our request within the end of the AMEX dispute period. On 7/26/2021 we disputed the balance amount of $3,122.43 with AMEX. AMEX contacted La-Z-Boy and did not receive a response and the dispute was closed and our AMEX was refunded. In early August La-Z-Boy warranty dept contacted us. On 8/9/2021 La-Z-Boy warranty dept. inspected the furniture and confirmed that all pieces besides the sofa could not be fixed and would need to be replaced. The warranty inspector who came to our home disclosed he was a third-party contractor and not a La-Z-Boy employee. We made repeated attempts to follow up on La-Z-Boy ticket #********** to determine a date that we would receive replacement furniture or even confirmation we would receive replacement pieces at all. Those requests were never confirmed. At this time, I considered the matter closed and purchased other furniture, not from La-Z-Boy. On 3/17/2022 I received an email to schedule a delivery and notice of a balance of $3,122.44. I contacted the La-Z-Boy store at this time and advised them the matter was closed and I did not consent to the delivery nor did I want to do any additional business with them. On 11/16/2022 we received a collections notice from Caine & Weiner Company, Inc. on behalf of La-Z-Boy for a balance of $3,122.44.
Thank you,
***** *******Business Response
Date: 11/30/2022
Dear BBB,
Thank you for alerting
us to this customer’s concerns. We are sorry to hear of any inconvenience that
this customer has encountered throughout their service and sales experience.We have reviewed this
customer’s service ticket as well as his sales ticket. On September 15th,
2021, customer service representative **** *. spoke to the customer and advised
that they had been authorized for a replacement. She advised during this call
that the customer’s store of purchase would be reordering the furniture. He was
also advised during this call that his current furniture would stay in the home
until the new furniture is delivered. The customer’s furniture was then
reordered on September 19th, 2021.On March 18th,
2022 the customer called their store of purchase and asked to schedule the
delivery of his new furniture, but did not believe there should have been a
balance on the order. The sales representative advised the customer they would
review and call back.The store attempted to
call the customer on March 24th and left a voicemail. On April 11th,
the customer’s store of purchase called and advised that because the customer
filed a chargeback and was refunded by his credit card company, he does need to
pay for the furniture before he can accept delivery. We did fully resolve the concerns
with the damaged furniture by replacing them for the customer, and therefore, they
are still responsible to pay for the furniture. The customer stated during this
call that he was not paying back the balance and will not accept the furniture
if he has to pay for it.The customer was then
sent to collects as they currently have furniture in their home that they did
not pay for as they have not paid back what they disputed. La-Z-Boy has
followed the terms of the La-Z-Boy warranty and has taken steps to fully
resolve the concerns that the customer originally reported. We will not be
dismissing the collections notice as the customer does owe the balance on their
order.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Initial Complaint
Date:11/15/2022
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 ordered over $8,000 in furniture (couch, recliner, tables, lamps) over two months ago and haven’t received a SINGLE PIECE. We have been trying in vain to get it delivered! Not just because we don’t have any furniture, but also because we live up in the mountains and getting a delivery truck up there in winter is dangerous and not passable in ice/snow.
The store we tried buying this furniture from is in *********** **.
We tried calling, and calling. Nothing. So we drove the long distance BACK to the store to ask them in person. Our sales lady, **** keeps dodging us, so we talked to someone else.....nothing came of it, a month later.
I never thought La-Z-Boy was a dirty company!
This is how they treat their customers now.
BBB please help!Business Response
Date: 11/28/2022
Dear BBB,
Thank you
for alerting us to this customer’s concerns. We are sorry to hear of any inconvenience
that this customer has encountered throughout their sales experience.We were
able to locate this customer’s sales ticket to review their concerns. We see
that there have been 3 items cancelled off of their sales ticket and they have
accepted delivery of the remaining items.We do not
see that this customer has any more items waiting to be delivered.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
** ******Initial Complaint
Date:11/11/2022
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 ordered (and paid for) a recliner from LaZ Boy Furniture Brentwood Missouri on May 30, 2022. Sales Ticket number ***-*****. On September 30, the delivery date, I received a phone call that the chair did not meet quality control and must be returned to "the warehouse" for repair. I called the Brentwood store as directed and was told on 10/20 that the warehouse was waiting for a part expected the upcoming week and I would get call when the chair was ready to be delivered. As of today November 11, 2022, I still don't have my chair and after trying to call the Brentwood store about 6 times, I could not get through.Business Response
Date: 11/30/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their delivery experience.
Upon reviewing this customer’s Sales Ticket, we see that delivery
was completed on 11-19-22.
We kindly ask that this complaint be closed as the delivery has been
completed.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:11/10/2022
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.
La-z-boy supposedly has a lifetime warrantee on frames. I purchased a recliner in March of 2020. The arm of the chair has separated. From the seat leaving exposed nails. I have tried for over two months to resolve this, after three weeks a “technician” showed up, took some pictures, said he would file a report, and disappeared after about 5 minutes. That was October 27th. Since then I’ve had one phone call asking for a credit card to pay for labor. I don’t see how this can be appropriately repaired, but this is not my specialty.
It is next to impossible ro get to their service on the phone. I’ve been on hold for hours at a time, and suddenly disconnected.
This is not warrantee service a$1000 chair, with warrantee, should last more than 2.5 years!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: https://www.la-z-boy.com/content/CustomerCare/parts-warranty.The customer has an open service ticket and is scheduled
for a service appointment on 12-07-22. 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:11/09/2022
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 new recliner on October 2,2022 including a five year warranty. Within one week there was a tear in seam in the right arm of the chair. Called the store and they said that they don’t handle service calls. They sloughed us off to some service company. I’ve called, texted and the answer is always the same: Someone will contact within you within one - four business days. It’s now been three weeks. I’ve called and emailed the store and they blow me off and say it’s out of their hands even though I noticed the tear within one week of buying the recliner new.Business Response
Date: 11/30/2022
Dear BBB,
Thank you for alerting
us to this customer’s concerns. We are sorry to hear of any inconvenience 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: *************************************************************
We have
reviewed this customer’s service case and see that our certified La-Z-Boy
technician pre-ordered a new part for this customer’s unit. The part has shipped
out of our production facility and is expected to be delivered to the
technician this week. As soon as the technicain receives this customer’s
service parts, he will call them to schedule their service visit.
We kindly
ask that this complaint be closed as we are actively working to resolve their
concerns within the terms of our warranty.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 12/06/2022
Complaint: ********
I am rejecting this response because:There has been no communication from Lazy Boy regarding a time frame to make a repair. Actually there hasn’t been any calls at all. The last time that I contacted “customer care” they said one to two weeks I hear something. That was four weeks ago. I have little faith that Lazy Boy will do anything to repair my new chair. How long am I supposed to wait? Indefinitely? Since you can’t manage to fix this one, I want a new chair
Sincerely,
******* ********Business Response
Date: 12/13/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.The customer’s replacement part has been shipped to the
technician and should be arriving within the next couple of days. We have
contacted the technician and requested that the customer is contacted to
coordinate an installation appointment.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:11/07/2022
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.
Ordered Couch and two recliners from Lazboy furniture the end of February. Furniture received August. One chair was okay. One chair had damage and the the couch was damaged. We refused delivery on those two items due to quality of workmanship.
Now, lazboy turned our case over to their lawyers. The district manager won't talk to us not provide their lawyers name and number,
We would like to have our furniture repaired or our money back.
Please help us.Customer Answer
Date: 10/03/2022
LazyBoy has offered to refund all but 25% of our money. We want 100% refunded. We should not have to pay for something that is damaged and will be not repaired to our satisfaction, We do not have the furniture in our possession.Business Response
Date: 10/18/2022
We have attempted to work with the *********s on several fronts, including extending a courtesy credit to their account and an offer to make tailoring adjustments at no extra charge.
Unfortunately, since we attempted to deliver, Mr. and Ms. ********* have been firmly committed to an email and phone call campaign which is only designed to try and disrupt operations. In an effort to escalate this matter even further they have resorted to a disparagement on social media to try and force us to comply with their unreasonable demands.
Ultimately due to increasing frustration and escalating threats from Mr. Minnickle to seek 18 percent interest from us, harassing unprofessional phone calls and obviously incorrect accusations the matter was turned over to the Company’s attorney to manage.
Despite our best efforts, we see no way forward with Mr. ********* other than to continue to allow our Attorney to manage the situation. We simply cannot subject our staff to any more of his verbal abuse or harassment.
Customer Answer
Date: 10/19/2022
Complaint: ********
I am rejecting this response because:1. I have not harassed anyone. Initially, when we were told that we would have to pay a 25% fee because we did not want furniture that was not made correctly, I tried to contact the district manager. He refused to accept my respectful phone calls and e-mails. Finally, I received an e-mail telling me that I must go thru their lawyer, which I did.
2. They have offered to replace one arm and the back on the recliner, and one arm on the couch, which we have refused. That doesn't address all the other problems wrong with them. We asked for all our money back, which they refused. They want to keep about $2,000 of our money. I have offered a settlement of about $700. to settle, which they refused. Since they refused, I have now told them that I want all of my money back and interest paid effective 10/1/2022 if not paid by 10/24/2022.
We have not posted on social media except for two face book sites where people complain about the quality, product, repair services and refunds.
We do not have the furniture. All we want is our money back. Please help us.
Sincerely,
*** *********Business Response
Date: 11/22/2022
Dear BBB,
Thank you for alerting us to this customer’s concerns. We are sorry to hear of any frustrations this customer has encountered during their sales experience.
This customer’s store of purchase is independently owned and operated, meaning that we, La-Z-Boy Headquarters, do not have access to this customer’s service or sales records. We have contacted the store of purchase and advised them of the customer’s complaint.
The La-Z-Boy’s manufacturer’s warranty is for repair only. The warranty would not allow for returns or replacements. The store of purchase did offer to complete service for the customer under the terms of their warranty.
All service, returns, etc., must be performed by the customer’s local retailer or service center where they purchased 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).
Kindest regards,La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:11/07/2022
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 have a la-Z-Boy sectional sofa with two recliners built in. The parachute mechanism continually fails and has broken again for the 5th time, the first two times a technician came to fix it at no cost. The second time he came, he told me it was a design flaw and when he reinstalled the handle, he changed the location in order to change the angle of the pull. The following two times I picked up the part and did it myself, which I would be happy to do again, unfortunately, this is no longer an option. The broken part that needs to be replaced is no longer available, I have been told that it’s been redesigned (confirming the original design flaw), and fixing it requires a technician as the entire sofa assembly needs to be taken apart. I am also now being told that it will cost me over $150 to have a technician come and fix it. I feel that this is not a fair or sufficient solution as the original design is the issue. I expect La-Z-Boy to stand behind the product and remedy the situation at no cost.Business Response
Date: 11/28/2022
Dear BBB,
Thank you
for alerting us to this customer’s concerns. We are sorry to hear of any inconvenience
that this customer has encountered throughout their service experience.We have
spoken to this customer’s service department. They have advised as a one-time
courtesy, they will discount the labor charge for the customer. We spoke to
this customer via email, and they advised that their concerns have been addressed
with a satisfactory solution.We kindly
ask that this complaint be closed as we are actively 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: 12/07/2022
[BBB Transcription via Phone]
Complaint: ********
I am rejecting this response because:Still having discussions with the company. As far as BBB goes you can close the complaint.
Sincerely,
***** *******Initial Complaint
Date:11/07/2022
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.
After waiting many months for my furniture to arrive, we notice that the large sectional we order had different size feet on each piece making each sectional piece a different height. I contacted my store location that directed me to a service number. A third party company came out and verified that the sectional did have the incorrect feet on several pieces and said they would ship me replacement feet. It's been a month and I still have not received anything.Business Response
Date: 11/28/2022
Dear BBB,
Thank you
for alerting us to this customer’s concerns. We are sorry to hear of any inconvenience
that this customer has encountered throughout their service experience.We have
sent our La-Z-Boy certified technician to this customer’s home to inspect and repair
the unit on October 24, 2022. The customer’s technician’s report is us
currently under review. As soon as our parts department has been able to fully
review the customer’s ticket, they will be contacted regarding their next steps
to resolve their concerns.We are
actively 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: 11/29/2022
La-Z-Boy Inc has had more than sufficient time to ship replacement legs for the very expensive sectional. There is absolutely no reasonable excuse. The list of complaints on social media against this company is at a level I've never seen before. There is actually a Facebook Page "La-Z-Boy Furniture *****" Very likely why consumers don't purchase American made products anymore. Expensvie and poor quality. I will not agree to close my complaint until a quick and complete resolution is made to satisfy me 100%Business Response
Date: 12/02/2022
Dear BBB,
We are sorry
for any frustrations that this customer has encountered throughout their
service experience.The customer received
communication via email earlier today, advising that the review of the
technician’s report has been completed, and that replacement legs have been ordered
to resolve the concerns. The customer has been asked to contact us upon receival
of the legs if they wish for a technician to come to their home to install the new
legs.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: 12/05/2022
Complaint: ********
I am rejecting this response because, I have contacted your company and remained on hold for customer service for countless hours without any assistance I also contacted the store multiple times and left a voicemail. No response. Until my legs have been received an install and I'm compensated for my inconvenience, I will not agree to close this matter.
Sincerely,
******* *******
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