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:10/28/2022
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.
We purchased a sectional couch in December 2021 with an understanding it would be 6-8mo for delivery. On September 7, 2022 the couch was delivered with 2 out of 3 recliners not functioning properly and the console table detached leaving exposed nails that can cause injuries. This was noted at delivery and quick repair was promised both by the delivery guy and the service contact he made while in my living room. A week later when I called the service department they had nothing in their indicating we needed service, but they did schedule me for service on October 20th. The day before I received a text that they repair person would be at my house between 730-1130. At 1128 I received a call cancelling the service and rescheduling it for 10/27 (today). The service was again canceled.
Business Response
Date: 11/10/2022
Dear
BBB,Thank
you for alerting us to this customer’s concerns. We are sorry for any
inconvenience that this customer encountered throughout their service experience.We
see that our La-Z-Boy certified technician completed repairs for the customer
on 10/27/2022. We have not received any further correspondence from the
customer requesting additional service.We
kindly ask that this complaint be closed as we have resolved their concerns
within the terms of our warranty.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Business Response
Date: 11/18/2022
Dear BBB,
Thank you for alerting us to this customer’s concerns. We are sorry for any inconvenience that this customer encountered throughout their service experience.
We see that our La-Z-Boy certified technician completed repairs for the customer on 10/27/2022. We have not received any further correspondence from the customer requesting additional service.
We kindly ask that this complaint be closed as we have resolved their concerns 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: the service is still not complete. However, La z boy has reached out to schedule the service for 12/15/22. In there correspondence with me directly they apologized for providing you inaccurate information.
Sincerely,
**** ******Business Response
Date: 11/30/2022
Dear BBB,
Thank you for alerting
us to this customer’s reply.We are sorry that we
initially had misunderstood this customer’s technician’s report. If the customer’s issues persist after their scheduled
service visit on December 15th, 2022, we will review their ticket
further.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Initial Complaint
Date:10/26/2022
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 March 1,2022 we ordered a couch and two recliners. Delivery was to be 2 weeks for couch, which was damaged when delivered., and mid May for recliners.That date came and went.In May we were told they would not be available until August, that time came and no recliners.New Delivery would be mid October, that has come, no recliners.Now we are told maybe November. In September I called checking on Delivery. I was assured that still was a good date.Each time I asked for refund, always no.This time, I was told I could come to store an pick out something else.I was told there were some items I could chose from, not floor demo models though.Total order was for $6252.59.Business Response
Date: 11/08/2022
Dear
BBB,Thank
you for alerting us to this customer’s concerns. We are sorry for any
frustrations that this customer has encountered throughout their sales experience.We
have given this customer an additional discount due to the delays that they
have experienced. Their furniture has finished production and is currently being
inspected and prepared to ship from our production plant to the customer’s
local warehouse. Once their furniture arrives at the local warehouse, the customer
will be contacted to schedule their home delivery.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 11/21/2022
[BBB Transcription via Phone]
Complaint: ********
I am rejecting this response because: I'm tired of the lies. They have lied since I ordered the furniture. I was told May, then August, then October, now they say by Thanksgiving. I was told if not that I would get a refund. I want them to pick the couch up that matches the chairs and I want a complete refund. When I called the store they said they don't see the furniture completed or being delivered before December 1st.
Sincerely,
******* *********Business Response
Date: 11/30/2022
Dear BBB,
This
customer’s order is scheduled to be delivered on 12/06/22.We kindly
ask that this complaint be closed as the furniture is scheduled for delivery.Kindest
regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Customer Answer
Date: 12/06/2022
[BBB Transcription via Phone]
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:10/25/2022
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 Talledega Power Recliner from the Stone Village store in Midlothian, VA in August of 2020. I was offered and purchased a protection plan to cover the chair as well as the electrical components. In September of 2022, I filed a claim using the protection plan because I spilled coffee on the chair. Initially I was denied my claim because I used the incorrect/unapproved cleaning products (I have iclean fabric and I blotted and used a bit of woolite per lazboy instructions). I let the rep know that I followed the manufacturer's guidance. They then came back and said I don't have iclean fabric. I provided a link to the website on lazboy's main pages that confirmed I do infact have iclean fabric. lastly I was told that my power protection coverage doesn't cover the fabric. I was ultimately given 3 different excuses for why my chair wouldn't be covered under the policy that I purchased. I believe that lazboy/serveco never intended to honor the protection policy and therefore these policies are being sold in bad faith. As such, I would like a refund for the service plans that I purchased as they are worthless given the companies do nothing to honor them. Also- I spoke to a "supervisor" at lazboy that was going to "try to help me" and would be reaching out, I have not heard from him and all attempts to contact customer service to get an update/support have gone unanswered.Customer Answer
Date: 10/11/2022
Hello, attaching the file as previously provided.Business Response
Date: 11/08/2022
Dear
BBB,Thank you for
alerting us to this customer’s concerns. We are sorry to hear about any frustrations
that this customer has encountered throughout their service experience.ServeCo is a 3rd party company that provides additional protection stain protection. Because this
is a separate company, we, La-Z-Boy Headquarters, cannot speak as to why the
customer’s claim was denied.We have asked our
certified La-Z-Boy technician to review the photos of the damage to this customer’s
unit. Our technician has advised that we can offer the customer a reselection
of their unit as a one-time courtesy.We kindly ask
that this complaint be closed as we have offered the customer an option that
would resolve their concerns.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Initial Complaint
Date:10/25/2022
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 couch on May 18, 2022 from La-Z-Boy of Canton. I placed a deposit of $900. The couch was completed on June 7 and I paid the remaining balance of $1859.23 for a grand total of $2759.23. The couch was delivered on June 14. At that time, we discovered the couch had a broken frame and the fabric was torn in multiple places. A service technician came out and confirmed the extent of the damage and requested a replacement couch for us. In the meantime, my family was ordered to relocate overseas. It was a very rapid move. I contacted the company and let them know that I would be moving on September 9 and would need the replacement couch by then. They told me it should not be a problem. Quite a bit of time passed. I called again to see about the replacement couch. They seemed confused and had a December date scheduled. They made some changes and another couch was delivered to me on September 6. When the drivers unpacked it, they found it was missing a critical piece. They called their supervisors and then told me they could not leave the couch with that missing piece and that I would have to contact La-Z-Boy to reschedule. I called and let them know I would need a replacement before the movers came in a few days. The store manager said he would not be able to do that and that they could not ship a new couch to our overseas location. He indicated that he would give me a refund since there were no replacement alternatives. I did not receive the refund. I called again a week later and was told they were processing it. I have continued to call each week and continue to get promised return calls that never happen. Over the last week, I have called September 13, 14, and 16 requesting a call back since I could only get their machine. No one has returned my call and I still do not have a refund so that I can go buy a couch that is not broken. I am beyond frustrated. Prior to log attached, called on 9/8, 9/12, 9/20, 10/13. Now overseas +*** *** *** ****.Business Response
Date: 11/08/2022
Dear
BBB,Thank you for
alerting us to this customer’s concerns. We are sorry to hear about any frustrations
that this customer has encountered throughout their sales experience.We have
contacted the customer’s store of purchase and they have contacted the customer
to process their refund.We respectfully
request that this complaint be closed as we have resolved the customer’s
concern.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 11/09/2022
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. The refund was processed.
Sincerely,
******* *****Initial Complaint
Date:10/25/2022
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.
In March 2020 we purchased a complete living room of furniture from the Troy Michigan showroom for approximately $5,500. It was delivered several months later I believe August or September of 2020. All was well until this month- October 2022. An elderly (and moderately heavyset but not obese) family rested himself on the couch and we heard a piece of wood split. The couch is now unstable, and needs a warranty claim. We have made several attempts to contact the service center by phone and have waited on hold for hours. We were assured that the service could not be beat when we decided to purchase this furniture, and that the quality was too notch. We instead have a broken couch 2 years old and an abyss of hold music with no answer in sight. We want a phone call, we want the quality we were promised.
I wish the damage was visible so I could include a photo, but it’s not.Business Response
Date: 11/03/2022
Dear
BBB,Thank you for
alerting us to this customer’s concerns. We are sorry to hear about any frustrations
that this customer has experienced while trying to schedule a service appointment.We contacted
the customer today and set up a service case with them. We advised the customer
that the technician would be contacting them in 1-4 business days to schedule a
service date.We respectfully
request that this complaint be closed as we are actively working with this
customer to resolve their concerns within the terms of our warranty.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Initial Complaint
Date:10/22/2022
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 recliner from La Z Boy 2/16/2019On 5/25/2021 the left arm in the chair broke it took them a month to come out and figure out the issue the part was ordered 7/12/2021 they then scheduled another appt to come and fix it which was 8/19/2021 and I stated at that time why the chair leaned back so far and I was told that is how the chair sits On 6/29/2022 I called La z boy again because the right arm on the chair is now broken. Of course someone needs to come out and look at it, they scheduled an appt for 9/7/2022 (3 months) out I asked for something sooner they said they had nothing ( of course blamed it on Covid and not enough employees) I tried calling La z boy on 8/17/2022 on hold over an hour no answer I tried calling 8/22/2022 on hold 1 hour 26 minutes no answer I tried calling 8/25/2022 on hold another 30 minutes no answerGuy came out on 9/7/2022 evaluated the issue. Called La z boy to schedule the repair appt on hold for an hour and on hold 30 minutes I tried calling again got a hold of someone finally they scheduled the repair appt for 10/17/2022 guy came out and stated he was not allotted enough time to repair, so I need to call again to schedule on 10/17/2022 they stated they can’t schedule till they have the notes from the tech. I called 10/18/2022 on hold 2 hours again told they can’t schedule an appt yet Finally on 10/20/2022 someone called me and scheduled an appt for 11/18/2022 This has been a nightmare with La z Boy Because if this chair being broken and then taking forever to fix, I had to go buy a new chair ( not La Z Boy) I have asked numerous of times for a phone number to speak to a higher up with no luck. I have asked them to replace the chair for me, they will not do that. I have had this chair 3 years and it’s been broken at least 1 year out of the 3 I have had it I have always been the one calling them Customer care has only called me onceNot one person has called to see how my experience has been with themBusiness Response
Date: 11/03/2022
Dear
BBB,Thank you for
alerting us to this customer’s concerns. We are sorry to hear of any frustrations
that we have caused for them throughout their service experience.We have
contacted the customer and spoke to them regarding their experience. We have
advised the customer that we will be looking into compensation for their frustrations.
They are currently on the schedule for service for 11/18/2022 and we are
confident that our certified La-Z-Boy technician will be able to resolve their
concerns during this visit.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Initial Complaint
Date:10/21/2022
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.
11-3-2020 I ordered the Harbor Town Rocking Recliner.($920.14) Foot rest would not work correctly for me and was told the company will send tech to adjust and install tall base which I ordered ($100). Tech came without tall base. 5-11-21 store agreed to exchange chair only if I agree to purchase a power unit for additional $335.93 but tall base will be installed at factory due to arrive March 2022. 6-10-22 chair finally delivered to my home but without tall base installed. Store ordered tall base.Tall base delivered to my home. 8-11-22 tech arrived at my home to put new base on chair and discovered the wrong base was sent. Called store left message to have, manager call me. Assistant manager called, I told her I want them to come and pick up this chair and the base and I want a full refund.She will have manager call me. 8-22-22,8-23-22,8-24-22 I left messages to have manager or owner call me.Almost 1 year and 10 months later and with dozens of phone calls to resolve this issue I am at the end of my patience. There was even one occasion when I went into the store to speak personally with the manager and was told she was helping some else and would be with me shortly, only to find out she went out to lunch and left me sitting there for 45 minutes to an hour none the wiser. This is an extremely shortened version of this situation. I have been so cooperative but am completely finished with this mess. I want them to send someone to pick up this chair and the base (still in the box) and issue a refund to me.Business Response
Date: 09/06/2022
Dear BBB,
Thank you for alerting us to this customer’s concerns.
The La-Z-Boy warranty provides protection against defects
for the life of a piece of furniture for the mechanism, springs, frame, and
base. Fabric and most cushions are covered for the first year of ownership, as
is labor. The warranty stats that it is for “repair, replacement, or
substitution only, in La-Z-Boy’s sole discretion. Refunds are not available.”
For additional warranty information, please visit our website at ************************************************************.
When we schedule a customer for service, we must work with
our local service providers; they give us the dates they have a technician in a
customer’s area and we offer those dates to a customer to schedule. If a date
does not work for a customer, we can reschedule or we can contact our service
providers to request a sooner date; if one is available, the service provider
for this customer’s area calls customers directly to reschedule.
This customer’s chair was delivered 06/10/2022 and the store
contacted us because the tall base, which the customer ordered, had shipped separately
instead of having been installed. A technician went out on July 29th to install the base and advised that the customer had received a standard base,
not a tall one. A new base was ordered and has since been delivered but we have
not received contact from the customer to schedule a return visit from the
technician. We have attempted to call the customer twice, once on 09/02 and
once on 09/06 and received no answer. We have scheduled the customer for 09/22 to
have the base installed and called the customer to advise, leaving a message to
request they call in should this date not work for them. The customer will
receive an automated call one to two days prior to the service date with the
timeframe window for the technician’s arrival.
Kindest Regards,
La-Z-Boy Incorporated
***** *.
Comfort Care Representative
Case# ******Customer Answer
Date: 09/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
I have left numerous messages with the store where I purchased this chair requesting that they send someone to pick up the chair and the two bases and have not received a return call from them. I have also attempted to return the calls from *** & ***** regarding the installation of the new tall base but cannot get through in a reasonable time frame. I have requested a full refund and return of this chair. When the chair was delivered, I told the delivery man that it would not fully recline and the foot rest would not stay up. He said that the technician "might be able" to adjust it. Then when the technician came to install the tall base (the wrong one) I told him I was finished with this mess and that after 1 year & 9 months of nothing but trouble, I will only accept a full refund. I feel I have been more than patient will this company and even though they don't normally offer refunds, I feel they should make an exception in this case.
Regards,
**** ****Business Response
Date: 10/25/2022
Dear
BBB,We
are sorry for any frustrations that this customer has encountered throughout their
service experience.We
have reviewed the customer’s service ticket and it shows that the technician went
to the home and completed repairs on 9/22/2022. The technician’s report states
that the unit is up to manufacturing specifications and free from defects. 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: ************************************************************.As
our technician was able to repair the unit, we would not offer a refund.We
kindly ask that this complaint be closed as we completed repairs within the terms
of our warranty to resolve the customer’s concerns.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 10/26/2022
Complaint: ********
I am rejecting this response because: The tech did complete the installation of the correct base on the chair; however, when I sat in it and tried to put the foot rest up it still would not extend properly for me. He was aware of this situation when he left. Obviously this chair is not the right fit for me. I am requesting either permission to return this chair for a full refund or credit toward the purchase of another piece of furniture from their collection.
Sincerely,
**** ****Business Response
Date: 11/08/2022
Dear BBB,
Thank you for alerting us to this customer’s response.
This customer originally accepted delivery of a La-Z-Boy recliner in November of 2020. The customer immediately called our service department and advised that their footrest was not operating correctly. We sent our certified La-Z-Boy technician to the customer’s home who determined that there was no defect in the furniture, and it was a fitment issue as the customer could not operate the unit. As a one-time courtesy, we offered the customer a reselection to choose a different style.
As we have already allowed this customer to reselect as a one-time courtesy, we will not be offering another reselection for this unit due to fitment concerns. We are happy to reach back out to the service technician to review if there are any adjustments that can be made from a service standpoint, but we will not offer any further accommodations.
We kindly ask that this complaint be closed as we are working with the customer to resolve their concerns within the terms of our warranty.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 11/10/2022
Complaint: ********
I am rejecting this response because: I was not offered the opportunity to re-select another chair, but only to order the same chair in the electric model at additional cost. The service tech said that no adjustments can be made on this chair to accommodate me.
Sincerely,
**** ****Business Response
Date: 11/18/2022
Dear BBB,
We understand that this customer is not happy with their furniture
however, we had already accommodated this customer outside of our warranty terms
as a 1-time courtesy.
We have done everything we can to assist this customer has will
be offering no further accommodation.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 11/21/2022
Complaint: ********
I am rejecting this response because: After being a loyal customer for many years, I will never purchase another piece of furniture from this company. I am finished. Someone needs to pick up the two useless chair bases that are still sitting in my home.
Sincerely,
**** ****Initial Complaint
Date:10/20/2022
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.
We purchased a sofa and loveseat in March 2022. Thru no fault of ours, the back of the sofa was found to be broken in May 2022. We called for service in June and It took over a month before we finally had a service tech diagnose the issue and order parts. Once we received parts, we had to call to schedule again (which took an act of God because their call system was constantly backlogged and would just hang up on you - had to have our sale rep get ahold of them!) we are now being told it will be December 6th before anyone will be available to finish the repair. So we are going to be going on 7 months (of the 9 months we’ve owned it) dealing with a couch that we literally can’t sit on because the back bows out (and will ultimately cause more damage)! Beyond frustrated for spending over $3k for a product that is defective and I’m left at their mercy for whenever it’s convenient for them to fix the issue! I would expect them to expedite the final repair - even if that means paying a tech overtime to get it done!Business Response
Date: 10/25/2022
Dear
BBB,Thank you for alerting
us to this customer’s concerns. We are sorry to hear of any frustrations that
the customer has encountered throughout their service experience.We understand
that the customer was unhappy with the service delay, and we have contacted the
customer’s service provider to request a sooner service date. The provider offered
the customer a sooner date of 11/01/2022, and the customer was accepting of
this date.We kindly as
that this complaint be closed as we are working to resolve the customer’s concerns
within the terms of our warranty.Kindest
regards,
La-Z-Boy
Incorporated,
******* *****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 10/25/2022
Complaint: ********
I am rejecting this response because:
I have accepted the new service date and am hopeful the issue will be fully resolved as of 11/1/22. However, I respectfully request this complaint not be closed until the repair is satisfactorily completed on my sofa. Considering this has been ongoing for several months and the company’s responsiveness is lacking at best, I’m not confident in full resolution just yet.
Sincerely,
**** *****Business Response
Date: 11/03/2022
Dear
BBB,Our certified
La-Z-Boy technician went to this customer’s home on 11/01/2022 and has
submitted his report to us. The technician has stated that repairs are completed,
and the unit is up to manufacturing specifications.We
respectfully 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: 11/03/2022
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:10/19/2022
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.
We purchased 2 new model type leather chairs from la-z-boy which have motor problems and the company has tried several times to remedy the problem. Unfortunately, nothing has been resolved during all their attempts and several technicians later. We have even sent the company a video with no response.
This has been ongoing for quite a few years with absolutely no remedy and the blame for the delays being attributed to COVID. It's been over 2 years and I believe we have been patient enough.
We are requesting a full refund or replacement with a different model.Business Response
Date: 10/25/2022
Dear
BBB,Thank you for alerting
us to this customer’s concerns. We are sorry to hear of any frustrations that
the 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. Our warranty
process is to repair defects once the furniture is delivered, and we would not
offer refunds or replacement. 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 is
currently scheduled for service for November 16th, 2022. Once we receive
the customer’s technician’s report, we will review it and contact the customer
back.We kindly as
that this complaint be closed as we are working to resolve the customer’s concerns
within the terms of our warranty.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 11/02/2022
Complaint: ********
I am rejecting this response because:
this has been an ongoing issue since chair deliver on December 28, 2019. The first time that a technician was to our home for this issue, according to my records, was July 23, 2020 and it has been going on ever since with no resolution.I am hoping you will keep this complaint open until the issue has been completely resolved.
Sincerely,
**** **** ********Business Response
Date: 11/11/2022
Dear
BBB,Thank
you for alerting us to this customer’s reply.If
the customer’s issues persist after their scheduled service visit on 11/16/2022,
we will review their ticket further.Kindest
regards,
La-Z-Boy
Incorporated,
******* *****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 11/11/2022
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:10/18/2022
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.
10/3 Attempted to contact Customer Service via phone options of Lazy Boy San Marcos to arrange a service call to replace a faulty control for a power recliner. Waiting on hold for 1 hour and 18 minutes. No answer, just a message saying to stay on the line. Called San Marcos store to find out what to do. Left message on their general VM. No response.
10/6 Called store again to attempt to use CS. Over 55 minutes with same result. Went to San Marcos store in person for answers. ****** ******, Sales Mgr,, personnel shortages ,etc to blame. He initiated an email from his desk directly to "Customer Service" group and I was to expect a response within 24-48 hrs to set up service
10/13 I sent ****** an email notifying him that I'd received no response via email or phone.
10/14 Left VM on San Marcos Lazyboy general VM. I requested a call back or I'd proceed with the BBB complaint. Once again-- NO response.Business Response
Date: 10/25/2022
Dear
BBB,Thank
you for alerting us to this customer's concern.We
are sorry to hear of any frustrations that this customer has endured 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 spoken
to the customer, and they are scheduled for a service visit on November 9,
2022.We kindly ask
that this complaint be closed as we are working to resolve their concerns
within the terms of our warranty.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 10/26/2022
Complaint: ********
I am rejecting this response because:The repair is only SCHEDULED and not accomplished. It took another hour waiting on their antiquated VM to set it up. When dealing with their VM doesn't indicated "wait" time; No way to enter service ticket if already in their system; no "call back" VM.
When talking to "comfort care" rep, ******** (no last name), was able to arrange service but unable to provide any part pricing information of failed component but I prepaid $160 for labor. In their response, they indicated that this is the same process for getting parts for NON-warranty issues but they can't determine a part price even if i provide the part number. That adds to my concern on LazyBoy customer service focus.
I am NOT confident that the service will be accomplished as scheduled. I will not accept response until the chair is working and I know how much this will ultimately cost.
If the Comfort Care system is so overwhelmed that average time to set up a single appointment is >4 hours, a need for change to process is indicated. If personnel shortages are a problem, don't put the burden on the customer and update VM to 21st century tech.
This experience has changed my opinion of the value of LazyBoy products.
Sincerely,
****** ****Business Response
Date: 11/03/2022
Dear
BBB,We have
attempted to call the customer today to discuss offering a price quote for his
remote. We left a call back number for the customer on his voicemail and requested
that he contact us back with some additional product information so that we may
assist with the quote.In the
meantime, the customer is scheduled for a service appointment with a La-Z-Boy
certified technician on 11/09/2022. We are actively working with the customer
to resolve their concerns within the terms of our warranty.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 11/08/2022
Complaint: ********
I am rejecting this response because:I notified their comfort care representative when setting the repair date, I would be unavailable to be contacted due to traveling out of the country. We returned home last night at 1am. The repair is scheduled for tomorrow. I will wait for the results of that experience before determining my response. I will check VM today for any LazyBoy calls.
Sincerely,
****** ****Customer Answer
Date: 01/11/2023
[BBB Transcription via Email]
*** **** <*********************>
Jan 10, 2023, 4:46 PM (15 hours ago)
to me
First, Happy New Year and thank you for the rating information.
LazyBoy delivered the part at 2:30pm yesterday. I installed it and the chair is working. Hooray.. Only 3 months, 6 days, plus 15+ hours on the phone, a BBB complaint to accomplish it. Obviously, this is not what any customer, warranty or not, would expect for such a small request. Their antiquated customer support call line is a class in customer pain and frustration. Their failure to follow up on ANYTHING in a timely manner indicates significant flaws in their "systems''. I can't believe I'm the only one having this issue. They certainly didn't perform well in this situation. They failed several areas of your rating areas. Bottom line: They lost a long time customer and I will be sure to share my experiences with family and friends online. Upper management should be embarrassed with their 3rd world "Comfort Care" support. If have a hour to waste, have a member of your team try LazyBoy's support line.
Thanks to you and BBB for your support. I'm sorry I didn't see the BBB update of Nov 9 which resulted in the premature closure of the complaint. Lesson learned.
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