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.
- 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: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.
Purchased LA Z Boy recliner Jan 28, 2022. Needs service that is under warranty. Called first on Oct 22, 2022, waited for someone to answer over 20 minutes. Called the store we purchased from, **** entered information on our account and said someone from Michigan should call us back - never called. Called Customer Care last week, sat on hold again for over 10 minutes. Message came that could be called back and not loose our place in line. No call returned. Today, Nov 7, 2022, I am on hold again 14 minutes and counting. No answer, no call back, not service!. I have a broken chair that is under warranty and Customer Care does not respond.
Business Response
Date: 11/18/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.
Upon reviewing their case, we see that this customer was able to
connect with our service and warranty department on 11/7/2022. Our La-Z-Boy
certified technician went to the customer’s home to inspect and repair on
11/16/2022. The technician’s report states that repairs are completed, and the
unit is now up to manufacturing specifications.
We kindly ask that this complaint be closed as we have completed
repairs within the terms of our warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Initial Complaint
Date:11/04/2022
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.
My LaZBoy Porter sofa was purchased 4/20/2019. The wooden frame broke and was repaired 2/11/2021. The frame book AGAIN and was repaired 9/6/2022. The sofa now tilts to the center and wooden pieces are visible under the cushions. Clearly, this repair was not sufficient. The repairman says it requires a THIRD repair. This repair cannot be done until at the earliest Dec.20 (a date I cannot do, as my daughter is having surgery), 12/23 (give me a break - Christmas!) or Jan17th. It is completely ridiculous that I am waiting six months from the time I called for the second repair, the one that resulted in a tilted couch with wood visible, until it can be repaired.
This frame is under warranty. I have had to work very hard to get the repairs done, including at one point waiting three hours online for a person at the Comfort Care (warranty) site. There have been 5 visits from LaZBoy so far to my home for the two repairs and evaluations - all time that I have to be here. It is next to impossible to get anyone on the phone. The service has been horrendous. When I asked to speak to a supervisor, the warranty person, ******, said it was not possible. I asked if this is normal - three repairs on a sofa - but no one can answer me.
I believe there is something wrong with this sofa and it should be replaced. It clearly has not been repaired well.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: *************************************************************This customer is
outside of the 1-year labor warranty, however, as a one-time courtesy, we have
waived the entire labor charge for their visit. We are confident that our La-Z-Boy
certified technician will be able to repair this customer’s unit and bring it
up to manufacturing specifications.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: 11/30/2022
Complaint: ********
I am rejecting this response because:
I have had to have two repairs to my sofa and I am waiting for a third. I certainly should not be expected to pay for labor charges when the sofa has not been repaired properly yet. The company has not been responsive - it takes Herculean efforts to get in touch with the warranty department. Furthermore, I have little faith that the THIRD repair will be effective. At what point will LaZBoy acknowledge that they have sold me a defective couch?
Sincerely,
***** *****Business Response
Date: 12/06/2022
Dear BBB,
We are sorry
for any frustrations that this customer has encountered throughout their
service experience.The customer is
currently scheduled for an appointment on 01/17/23. As the customer has
mentioned, they were offered two sooner appointment dates in which they have
refused.The customer
has expressed concerns with having to pay a labor fee for their repairs. Although
the customer is outside of the labor warranty by two years, they have been
advised that La-Z-Boy is waiving the labor fee.La-Z-Boy offers
a limited lifetime warranty on the parts of the frame, mechanism and springs,
against manufacturing defects.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: 01/24/2023
[BBB Transcription via Duplicate Complaint]
I purchased a sofa and loveseat from LazBoy 4/20/2019. The wooden frame broke and was repaired 2/11/2021. The frame broke again and a repair was scheduled. The tech assessed and again 'repaired' my sofa in August and September 2022, but after the repair the sofa sagged and two wooden supports were exposed through the bottom of the sofa. When the same tech (******) came to inspect this repair, he ordered parts and ANOTHER repair was scheduled. When ****** came January 17, 2023, he told us that the parts would not fix the sofa and we need new cushions. I asked why he ordered springs, etc., but he could not say. I asked if he ordered replacement cushions the last time he was here and he did not know. ****** was here, ordered these parts, and then told us they were the wrong parts! We have had five home visits from LaZboy and have spent countless hours on the phone. I cannot believe how terrible the customer service is. I filed a BBB complaint before (********) but the complaint was considered 'resolved' since a repair was scheduled. No actual repair was done on my couch. I did not order the parts - the tech did, yet when he arrived he DID NO REPAIR. LaZBoy acts like they are doing me a favor when they do not charge me for labor costs. The labor costs should be covered by LaZBoy, as they sold a defective couch and send out techs who seem to not know what they are doing. I have been given the run around.
Business Response
Date: 01/30/2023
Dear BBB,
Thank you
for alerting us to this customer’s reply.We have
ordered the requested padding parts for this customer’s repair. We have sent
the customer an email to reply to when they get their parts so that we can schedule
the installation.We
understand that the customer is frustrated with the amount of service visits
they have had. We do believe that these parts will bring their furniture up to manufacticring
specifications; however, if the technician is not able to complete repairs with
the installation of these new parts, we can review further at that time.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 01/30/2023
Complaint: ********
I am rejecting this response because:The latest 'repair' is now new cushions. The last time the tech was at my house he ordered new springs and admitted that the last repair he did (august 2022) resulted in the supports not lining up with the cushions, causing the couch to sink towards the center. Furthermore, there are wooden pieces from the last 'repair' sticking up through the bottom (see photo). Yet when the same tech came to my house in January, he did not remember why he ordered the parts. New cushion inserts will not rearrange the supports. laZBoy keeps giving me the run-around. The LaZBoy representatives acknowledge that I am frustrated by the number of visits - who wouldn't be? My couch frame has broken twice (which is under warranty) and the repairs have not fixed the problems. I find SIX visits to repair my couch unacceptable. I would like a refund or replacement.
Sincerely,
***** *****Business Response
Date: 02/01/2023
Dear BBB,
Thank you
for alerting us to this customer’s reply.At this time, we will be continuing with repairs. If installing the parts that are currently on order does not bring this
customer’s furniture up to manufacturing specifications, we will review
additional options at that time.Kindest regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 02/02/2023
Complaint: ********
I am rejecting this response because:The technician ordered springs but never installed them. Now he says I need new cushions. It is clear that the frame repair was not done properly and that the cushions do not align with the frame (which is what the technician told us when he ordered the springs, the ones he never installed). I think it is beyond ridiculous that my couch has required six visits from the technicians. LaZBoy is not holding up their end of the sales bargain - I was sold a defective couch and cannot keep taking time to wait for repairs. Six visits is four too many. I would like a replacement couch. And I certainly do not want the same technician to come back - he does not know what he is doing.
Sincerely,
***** *****Initial Complaint
Date:11/04/2022
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 am trying to get lazy boy to honor a warranty. A technician came to my home on June 16, 2022. He said that he had to order parts and they would be shipped to my house and that once I receive the parts I should call and schedule an appointment for them to come out and do the repair work. Although I have called several times to La-Z-Boy comfort care, I have never received confirmation that any parts of been ordered or when I might expect them. My last communication attempt was today. Since I last spoke with someone by the name of *** on June 29, 2022, I have heard nothing. I have called numerous times up until today and each time and placed on an automated line that tells me to hold on and then it plays music and never comes back on. Each time I have called I have waited anywhere from one hour to two hours with no option to leave my number for someone to call me back. So I am now in a situation where I can’t use my chair, I don’t know if I’m ever going to hear from these people, and whether I need to purchase a new chair. If I have to purchase a new chair I feel that La-Z-Boy should pay for it since they have not honored their warranty. They verified that my warranty was valid and that I was entitled to having the entire frame replaced on my chair. I Have checked online and see there are numerous complaints from individuals who purchased furniture from La-Z-Boy and over a year goes by and they have received nothing for their money. Obviously something needs to be done with this company and I am hoping you can assist me. I was provided with a reference number by La-Z-Boy confirming that my warranty was valid. It is ************. If you need anything further from me, please advise and I can mail it to you. Thank youBusiness Response
Date: 11/18/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.
We have contacted the customer to discuss her service case. We have
ordered parts for her and have advised her to contact us back when her parts
have been received. Once she has received her parts, we will schedule the
installation.
We kindly ask that this complaint be closed as we have completed
repairs within the terms of our warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 11/18/2022
Complaint: ********
I am rejecting this response because:
Although I received a call from them and they indicated that they would order the parts and send someone out, I have been through this exact scenario with them before. They said the parts are being ordered, then they said the parts couldn’t be ordered because they couldn’t get a response from the technician and then I heard nothing. I do not want the claim closed until the actual work is completed because it has not been completed. I am still without a chair. Once La-Z-Boy has completed the repairs to my satisfaction and under the warranty, I will let you know. In the meantime please leave the claim open. Thank you for your assistance
Sincerely,
********* *****Business Response
Date: 11/30/2022
Dear BBB,
Thank you for alerting
us to this customer’s reply.If the does
not receive their service parts, we will review their ticket further.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 11/30/2022
Complaint: ********
I am rejecting this response because: I received a telephone call today, 11/30/22 telling me that I needed to select a finish for the legs because I have not processed my order yet. On November 18 I was told that I would receive the parts within 7 to 10 days. Obviously that did not happen. It has been one delay after another. Therefore I have not received the parts until I receive the parts and someone comes out and actually does the repair, I do not want my complaint closed. Thank you
Sincerely,
********* *****Initial Complaint
Date:11/04/2022
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 a lift chair with warranty on 7/29/22, sales ticket # *******, the chair stopped working and is stuck in the up position. I went to the aforementioned store to get the chair repaired and was given phone number to call. I did that but no one ever answered no matter how long you attempt to get through.
On November 3, I returned to the store to get the company's email and was told by salesperson ***** ******** it was against company policy to give the email or the street address of the company to customers. Neither did ***** want to resend an email regarding the situation until I demanded it. I have never heard of a legitimate company doing this.
I paid for a warranty for this chair and all I want is positive customer service and to have chair fixed.Business Response
Date: 11/18/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.
Upon reviewing their case, we see that the customer is scheduled
for service with a certified La-Z-Boy technician on December 9, 2022.
We kindly ask that this complaint be closed as the customer is
scheduled for a repair within the terms of our warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Initial Complaint
Date:11/03/2022
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.
La-Z-Boy failed to deliver to me a chair I bought and paid for online.
The chair I bought is advertised as an “Online Exclusive” [https://www.la-z-boy.com/p/chairs-office-chairs/salerno-executive-office-chair-brown/_/R-45778-BRN-LZB]. As of today, this chair [Salerno Executive Office Chair, Brown] is still being advertised.
They took my money, and a chair different from what I ordered was delivered.
The details are as follows:
I ordered the chair on Oct 15, 2022.
La-Z-Boy Order #: **********
Oct 21, 2022, Friday, a wrong chair was delivered. I immediately called Online Order Inquiries at 1-800-375-6890. The customer representative said I would be contacted Monday, Oct 24, 2022, to arrange delivery of the correct chair.
As of Wednesday, Oct 26, 2022, no one had contacted me. I went online and submitted a written contact form detailing the issue.
As of today, Thursday, Nov. 3, 2022, no one from La-Z-Boy has contacted me to resolve this issue.
My suspicion is that when my order was placed on Oct. 15, La-Z-Boy did not have this chair in stock, that they knew it was not in stock, that they had no intention of delivering to me the chair I ordered and paid for, that they deliberately sent the wrong chair to reduce the excess stock of another chair, and that they expected me not to notice any of this.Business Response
Date: 11/15/2022
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their online order experience.
We have forwarded the customer’s information and order number to the manufacturer of our office furniture, True Innovations, and requested that the customer is contacted as soon as possible. The customer may also reach out to True Innovations at 1-800-379-9773.
We kindly ask that this complaint be closed as True Innovations has been contacted on the customer’s behalf.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 11/18/2022
Complaint: ********
I am rejecting this response because:The solution proposed by La-Z-Boy, referring the matter to
True Innovations, does not appear to be a viable solution. True Innovations
indicates that it carries six models of La-Z-Boy office chairs, none of which
is the chair La-Z-Boy sold to me. This again suggests La-Z-Boy sold me a chair
it does not have.
At this point, it appears La-Z-Boy is highly unlikely to
deliver to me the chair I bought. That being the case, the only remaining
viable option is for La-Z-Boy to give me a full and unconditional refund. I
would accept that as a satisfactory solution to the issue.
Sincerely,
****** *****Business Response
Date: 11/30/2022
Dear BBB,
We are sorry
for any frustrations that this customer has encountered throughout their online
order experience.
True Innovations, the manufacturer of La-Z-Boy’s office furniture, contacted the
customer today 11/30/22 via email, requesting additional information from the customer
regarding their purchase, in efforts to resolve the customer’s concerns.
We kindly ask that this complaint be closed as True Innovations has contacted the
customer.
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: I am still waiting for the chair.
Sincerely,
****** *****Business Response
Date: 12/13/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their online order experience.
La-Z-Boy had cancelled and refunded the customer in full on 12/09/22. The customer
has been in active communication with True Innovations, the manufacturer of
La-Z-Boy’s office furniture, in regards to replacing the order.
We kindly ask that this complaint be closed as the customer no longer has an
active order through La-Z-Boy.
Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/14/2022
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 verified the refund.
Sincerely,
****** *****Initial Complaint
Date:11/03/2022
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.
A chair was purchased under Ticket # ********* from a La-Z-Boy company store in Lynnwood WA and delivered to our home on 01/06/22. An extended warranty was also purchased. The footrest of the chair broke on Thursday, 10/27/22. Called the local store and was told I had to call the warranty repair # of 855.802.6636. Every day since we have called trying to report the breakage and get a service call. Each call has lasted 20-30 minutes with the call NEVER being answered. We even submitted the requested information from their website and have yet to receive a response.Business Response
Date: 11/15/2022
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 is scheduled for a service
appointment on 11/21/22. 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 ******Customer Answer
Date: 11/15/2022
Complaint: ********
I am rejecting this response because:1. Business has a history of making it difficult for people to complain about defects and scheduling service.
2. "Service" has an appointment - yes. Has "Service" kept the appointment - won't know until the day and time arrive..
3. Business wants to be "off the hook" before a diagnosis has been made.
4. If we accept the response of the Business before the service call, they could simply cancel the call.
So "NO" we do not accept the response made by the business.
Sincerely,
***** ********Initial Complaint
Date:11/01/2022
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 recliner broke and I am unable to contact La-Z-Boy for repairs.
I was not able to get a response from phone calls to La-Z-Boy. I was put on hold for a long time with no answer.
This has happened with all the other calls that I have made to La-Z-Boy customer service.
I have called ************, ************, and ************ numerous times and was always put on hold. I’ve waited on hold for long times, once for 34 minutes, at which point they disconnected the call.
I have also tried to submit a customer contact form on their web site, ************* a number of times. It was never accepted.Business Response
Date: 11/15/2022
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 is scheduled for a service appointment
on 11/23/22. 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
******Customer Answer
Date: 11/15/2022
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.
Since repairs have not been made yet, I cannot say that I am completely satisfied.
Sincerely,
***** *****Initial Complaint
Date:10/31/2022
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 submitted a repair for a La-Z-Boy couch on 2 Aug and have had the tech come out and order the parts. I have yet to have a technican comeout and fix the issue. La-Z-Boy told me the parts were delivered 29 Sep and they would have someone out soon. I received a call on Friday saying I would have technician come out 31 Oct from 10 am to 1 pm and no one showed up. I just want my couch repaired and to have a technican show up when scheduled.
Lazboy customer services is slow. They don't respond quickly but they will hang up quickly and or not accpet a call in queue even when you call during business hours.Business Response
Date: 11/17/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.
Our certified La-Z-Boy technician went to the customer’s home on
11/3/2022 and installed parts to repair.
We kindly ask that this complaint be closed as we have repaired
the customer’s furniture within the terms of our warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 11/18/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** **********Initial Complaint
Date:10/31/2022
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 a leather recliner chair and couch in 2020, due to a mix up on the couch, a new one was ordered at the end of 2020. Couch delivered 8/2021 with multiple defects. All the initial complaints and 6 visits to the house have been resolved except for one which they refuse to correct, and now states out of warranty and will need to pay. Between phone calls, waiting on parts and service technician...no wonder.
The couch had seats replaced because of exposed stiching, extra padding added because of very wrinkled leather - they refuse to correct the right side leather backing and the headrest measurements are off and overlaps the frame.
They had to replace a seat with memory foam as this was ordered.
I have had numerous calls and corporate has denied two requests for replacement per there customer service contact.
Thus I request to have the complete right side of the couch replaced.
Customer service and lack of follow up has been terrible.
All pictures from day one were provided and clearly they never corrected the right side, even after the service tech stated it needed to be replaced .
The couch looks terrible due to being modified multiple times in my family room.
I am filing this complaint, although the purchasing in under a different name (******) and number, I will be the contact. I can provide further details.Business Response
Date: 11/18/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their service experience.
Upon reviewing their case, we see that the customer’s store of purchase
has agreed to allow this customer to reselect into a different product. The
customer will need to contact their store of purchase to further discuss this
offer.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Initial Complaint
Date:10/31/2022
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.
Regarding furniture order we placed on 1/1/22. We ordered 15k of new living room furniture from La-z-boy in Greenville, SC. We were quoted in store it would be 6-8 months (text message confirming that statement is attached), but most likely 6 months. We were ok with that. We ordered a full living room, 2 recliners, 2 couches, 2 end tables and a rug/pad. After the order was entered, a couple weeks later it jumped to the full 8 months. Then continued to get pushed out.
The agreement says the order can be delayed up to 10 months due to covid delays. It's been over 10 now and both couches are not ready. I asked the store manager to cancel the 2 couches and she refuses because they are custom. But i don't believe they can keep pushing the date indefinitely. There is a reasonable time for everything. Now the store manager says in email attached it will be end of November, almost a year. But she will not guarantee any dates. I've not accepted the other ready items because we ordered a full living room, not pieces.
Are they in breach of contract, since it says up to 10 months? What can i do? They have $5,133 of my money and want full payment on the other "ready" items and another 35% on the couches in order to deliver the other items. I do not want this company holding more of our money indefinitely. I would pay for the ready items, but I am not willing to give this company another 35% with no shipment guarantee. I feel I'm being bullied and taken advantage of. It's been quite stressful on us, have been in our new home since January with no living room furniture and being jerked around. Family coming for Thanksgiving, still no furniture. I'm very upset about how we are being treated. At this point i just want a refund of my deposit. If the company had been honest about delivery we would have spent our money elsewhere. It has caused me anxiety and loss of sleep, furniture should not be this stressful.Business Response
Date: 11/18/2022
Dear BBB,
We are sorry for any frustrations that this customer has
encountered throughout their sales experience.
We have spoken with the customer’s store of purchase. They have
advised that the customer’s unit shipped out of our production plant on
November 16,2022. It is currently on its way to a warehouse locally to the
customer. Once it arrives, they will be able to schedule their home delivery.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******
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