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:10/17/2022
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 wife is semi-disabled and needs the daily use of her La-z-boy chair due to her leg condition. In mid-September of 2022 the hand-held device that operates the chair stopped working. We called customer service as the on-line company site advised at ************ and tried for several days to connect. Each time after being placed on hold with music playing there was no answer after two hours. I went to the ********* store on September 29th and spoke with the manager who was aware of the situation with the "customer care" dept. She said an email would be sent to customer care but it likely would take at least five days to receive a call. It has been over two weeks with no response and no help from the local store who maintain there is nothing they can do. It is a simple matter of delivering a new hand-held operating device. My wife's health is suffering with painful legs.
Business Response
Date: 10/21/2022
Dear BBB,
Thank you for alerting us to this customer's concern.
We are sorry to hear of the frustration that we have caused to
this customer throughout their service experience. We spoke to the customer on October 17, 2022 and ordered a new hand
wand to be delivered to their home. The customer’s part was delivered to them
via ***** on 10/21/2022.
We kindly ask 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: 10/25/2022
Complaint: ********
I am rejecting this response because:I do not accept La-Z-Boy’s (LZ) response to our complaint as
satisfactory for the following reasons:1) It makes no mention of the fact that we had to pay $200 for the hand wand.
2) It took only four days for the item to be delivered after contacting us on 10/17/2022. This shows how simple it was to resolve the issue with our LZ chair. This should have been resolved one month ago. INSTEAD FOR THE PAST MONTH:
A) LZ published a customer service number on its website that it knew was non-responsive; and the manager at the ********* store referred that number to us knowing that we could be on hold for hours without a response WHIICH SHE ADMITTED TO KNOWING AFTERWARDS.
B) In fact, we called a number of times for several days and WERE ON HOLD FOR HOURS.
C) Returning to the ********* store a second time the manager offered to email the customer service department to call us, but it would take 5 to 8 business days. She also warned that if they called and we were not home it would start the whole process over again.
D) Therefore, we made sure one of us stayed at home for fear of missing the call, BUT AFTER 10 DAYS WE RECEIVED NO CALL.3) It was not until we contacted the BBB that we were finally contacted by LZ after trying since 9/15/2022.
THEREFORE, IT IS NECESSARY FOR LZ TO DO THE FOLLOWING TO SATISFY OUR COMPLAINT:
Prove to the BBB that the customer service number published
on the LZ website is not fraudulent and is now working as a proper business
number and customer service line.
Prove to the BBB that customers will no longer be placed on
hold indefinitely.
Provide the BBB with the steps that LZ has taken to resolve
our complaint of their lack of response so that other LZ customers do not
experience the same “frustration.”
Finally, as explained in my complaint my wife is handicapped
and uses the LZ chair to relieve her leg pain during the day. For over a month she suffered. As stated, we spent a number of hours on the
phone attempting to connect with LZ to a number that was totally useless, and
spent days stuck at home so as not to miss their call, as well as taking two
trips to the ********* store without a resolution of the issue by LZ. AS A RESULT, AND GIVEN THE ABOVE, WE REQUEST
A REFUND OF OUR $200 FOR OUR WASTED TIME AND EXPENSE AND UNECESSARY SUFFERING.
Sincerely,
**** ********Initial Complaint
Date:10/17/2022
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 2021 my husband, **** *****, and myself went to the LazyBoy store in Temecula, CA to look for a new recliner.
While my husband tested the recliners, I roamed the store. I wasn’t looking for anything, but happened upon a sofa and loveseat that was super comfortable.
We ended up purchasing 2 recliners, a loveseat and 2 pillows. The loveseat had to be made – seems that nothing in the store can actually be purchased.
We waited seven months for the loveseat. By the time it got here I had actually forgotten what we ordered.
When I sat on this loveseat I couldn’t believe how uncomfortable it was. How could I have ever thought this thing was great?!
In August we were driving back from the coast and my husband decided he want to stop at Lazy Boy again. His sister had a new recliner and he wanted to see if the store had one.
The store is not close to our home.
Once again while he shopped I roamed. Low and behold the sofa and loveseat are still on the floor. I sat and once again I was so comfortable!!
How could this be?
Upon investigation it turns out when my loveseat was made – it was made incorrectly – it was made extra firm – I never order extra firm!
This is not the loveseat I ordered. I expect Lazy Boy to stand behind their merchandise and fix this problem.Business Response
Date: 10/21/2022
Dear BBB,
Thank you for alerting us to this customer's concern.
We are sorry to hear of any frustrations that we have caused the
customer. The customer purchased their unit in 2020 and contacted us on
9/12/2022 stating that their cushions were too firm. We have set up a service
ticket and ordered all new cushions at no charge for the customer as a
courtesy.
We kindly ask that this complaint be closed as we are actively
working with the customer to resolve their concerns.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Customer Answer
Date: 10/21/2022
Complaint: ********
I am rejecting this response because:This unit was not purchased in 2020. If that were true then it took Lazy Boy over a year to complete the order - the unit was delivered in December 2021.
My husband called the Temecula Lazy Boy repeatedly - he was told they would get back to him - nothing. That is when I emailed ComfortCare repeatedly - never received a response.
So I contacted BBB - now they respond.
We did recently receive one (1) cushion. No note or instructions as to what we would do with one (1) cushion for a multi cushion unit. Do they expect us to take the unit apart and remake the unit or pay an upholster tp remake the unit?
Seriously, this is absurd - they made the unit incorrectly - take this back and refund our money.
Sincerely,
***** ******Business Response
Date: 10/25/2022
Dear
BBB,We are sorry
for the confusion. The product information that we had on the customers service
ticket was for their recliner that was delivered in 2020. I have updated their
service ticket to include the loveseat delivered in 2021 and have ordered all
new cushioning for the loveseat.I contacted the
customer and left a message advising that I ordered parts to be shipped to
their home. Once the parts arrive, the customer can contact us back and we will
schedule a technician to come to the home and install the parts for the
customer.The La-Z-Boy
warranty is for service and repair, and a refund would not be an option. We
believe that installing new cushioning will resolve their concerns.We kindly ask
that this complaint be closed as we are working 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:There has been NO contact or message received by either my husband or myself.
Their response states "contact us once the cushions are received - WHERE? HOW? They have not responded to our previous emails or phone calls.
How is this about warranty - the unit was made incorrectly not to our order then ignored our complaint for months.
This complaint should not be closed - Nothing has been resolved.
Lazy Boy should take this unit back and refund our money.
Sincerely,
***** ******Business Response
Date: 11/03/2022
Dear
BBB,We attempted to
call the customer again today at the phone number they provided to us through
their complaint. We left a voicemail stating that their parts have been delivered
to their home. There were two tracking numbers for their part order, ******************and ************.I left a call
back number with the customer to call us back and schedule the installation of their
service parts. We are confident that this concern can be resolved through
service and will not be offering a refund.We respectfully
request that this complaint be closed as we are actively trying to work with
this customer to resolve their concerns through the terms of our warranty.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 11/03/2022
Complaint: ********
I am rejecting this response because:Yes, we have received two deliveries (parts) from Lazy Boy. I have spoken with Customer Care and a date has been set for someone to come and install these items. But the first they could come is November 19th.
So no this is not resolved and won't be until they have come here to install items sent to us and see if it corrects the issue.
Sincerely,
***** ******Customer Answer
Date: 12/05/2022
[BBB Transcription via Duplicate Complaint]
Complaint: ********
I am rejecting this response because: filed complaint # ******** 10/17/22 BBB closed my complaint because La-Z-Boy said they were going to have someone come out and change parts in the furniture. Parts arrived. Service man came. Said the parts sent were identical to those already in the piece of furniture and would make no difference. They should take this back and refund our money
Sincerely,
***** ******Business Response
Date: 12/13/2022
Dear BBB,
We are sorry
for any frustrations that this customer has encountered throughout their
service experience.La-Z-Boy offers
a limited lifetime warranty on the parts of the frame, mechanism and springs,
against manufacturing defects, for as long as the original purchaser owns the
product and can supply their dated receipt as proof of purchase. Fabric,
leather and standard foam padding have a one-year warranty, against
manufacturing defects, from the date of delivery of the furniture into the
customer's home. Labor to repair or replace any defective parts is also covered
for one year from the date of delivery of the furniture. The following is a
link to our full manufacturer’s warranty: *************************************************************The technician
went to this customer’s home on 11/21/22 to install the replacement parts. The
customer expressed their concerns to the technician regarding the cushions on
their unit feeling firmer than the cushions that were on the unit in the
store’s showroom floor. The technician explained to the customer that the units
on the showroom floor experience a lot a use and are already broken in. Since
the customer’s cushions are new, they will feel firmer in the beginning but
will compress with use. Per the terms of the warranty, refunds are not available.We kindly ask
that this complaint be closed as the customer’s unit has been brought to manufacturing
specifications.Kindest regards,
La-Z-Boy Incorporated,
******* *
E-Commerce Coordinator
CM ******Initial Complaint
Date:10/17/2022
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 having a problem. My chair has been broken since I received it 15 months ago. 3 service calls and I finally received the parts 2 months ago. Cannot get anyone on the phone to schedule service, I tried calling the store where I purchased the chairs,( Hartsdale, NY) they informed me that even they cannot reach the service line.Business Response
Date: 10/19/2022
Dear BBB,
Thank you for alerting us to this customer’s concerns.
We are sorry to hear of any frustration that we have caused for
this customer throughout their service experience and we are actively working
with them within the terms of the La-Z-Boy warranty which can be found at *************************************************************
We have attempted to call the customer 3 times to schedule the
installation of their service parts and have left a voicemail. Once the customer
contacts us back, we will be able to schedule the installation of their service
parts to resolve their concerns.
Due to the fact that we are actively trying to resolve this customer’s
concerns under the terms of our warranty, we kindly ask that this case be closed.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 10/21/2022
Complaint: ********
I am rejecting this response because:I received a call from comfort care. They told me to call them back. I’ve been trying for three days I can still not reach them. This is ridiculous. I want my chairs replaced or I want a refund.
Sincerely,
******* ******Business Response
Date: 11/03/2022
Dear
BBB,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. Our warranty process is to repair
defects once the furniture is delivered and replacements/refunds would not be an
option.We
have spoken to the customer today and they are scheduled for installation of their
parts on 12/06/2022. We have also offered to compensate this customer for the inconveniences
and service delays that they have experienced.We
respectfully ask that this complaint be closed as we are working within the
terms of our warranty to resolve this customer’s concerns.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Initial Complaint
Date:10/17/2022
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.
2000$ Leather electric lazy boy recliner. 3 and 1/2 years old has been peeling the vinyl portions of the chair. It’s very bad. We have pictures and paperwork for when we got the new chair. Lazy boy says it’s over a year old and will not cover a manufacture defect, our extended warranty will also not cover a manufacture defect. This problem has been going on for a while and it seems it just getting worse. We had a furniture technician come out from Kahlin’s where we got this chair and he said he’s never seen this as bad. On a chair. What if anything can we do?Business Response
Date: 10/19/2022
Dear BBB,
Thank you for alerting us to this customer’s concerns.
We are sorry to hear of any frustration that has been caused for
this customer. The La-Z-Boy warranty listed on our website and can be found at ************************************************************.
This warranty has been in place since August 1st, 1992, and states
that La-Z-Boy will provide parts and labor coverage for 1 year from the date of
delivery for manufacturing or material defects in leather. This does not cover
dye lot match or fading. The customer contacted us outside of their warranty period
and we directed them to a local upholstery shop.
Due to the fact that we are following the terms of our warranty,
we kindly ask that this case be closed.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Initial Complaint
Date:10/17/2022
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 January 9, 2022 we ordered and paid for a La-A-Boy rocking recliner, sofa table and end table. When we placed the order we were told the chair may take up to 4-5 months but the sofa and end table would be 2-3 months. We received our recliner within the timeframe we were told. However, to date we have not received our two tables.
We called after we received the chair and were told the tables would be here approx.mid-July. The end of July we went to the store and were told it was scheduled to be shipped mid-September and would arrive the end of September. We called on September 27 for the status and were told it just shipped and would be here in two to three weeks. On October 14 we called and were told it was now estimated to be here mid-November.
This has been very frustrating as La-Z-Boy responses change every time we call. We are not even sure our furniture has been ordered. Any help would be greatly appreciated. Thank you.
Sales Ticket #: ***-*****
Date of Transactions: 1/9/22
Amount of Total Transaction: $3,064.42Business Response
Date: 10/31/2022
Dear
BBB,We
are sorry for any frustrations that this customer has encountered throughout their
sales experience.We have
reviewed the customer’s sales ticket and we see that they are scheduled for
delivery of their two tables for 11/10/2022.We kindly ask
that this complaint be closed as delivery has been scheduled for this customer.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 11/11/2022
Complaint: ********
I am rejecting this response because:
**** ****
Attachments
Thu, Nov 10, 7:04 PM (12 hours ago)
to ********* *** ****** ***** ****
Dear Mr. *******:
On January 9, 2022 we ordered and paid for a La-A-Boy rocking
recliner, sofa table and end table in the amount of $3,064.42. When
we placed the order we were told the chair may take up to 4-5 months
but the sofa and end table would be 2-3 months. We received our
recliner within the timeframe we were told. However, we did not
receive our two tables.
We called after we received the chair and were told the tables would
be here approx.mid-July. The end of July we went to the store and
were told it was scheduled to be shipped mid-September and would
arrive the end of September. We called on September 27 for the status
and were told it just shipped and would be here in two to three weeks.
On October 14 we called and were told it was now estimated to be here
mid-November.
This has been very frustrating as La-Z-Boy responses change every time
we call.
On October 17 we filed a complaint with the BBB & NCA.
Today, November 10, our soda and end tables were delivered at 10:15
AM. Both tables are damaged. The end table had scratches on the
corners and on one of the corners it appeared to have been hit or
dropped as the wood is dented. The sofa table also had scratches and
what appears to be lines. Attached are photos. The delivery persons
took pictures and said we would receive a call from Customer Service
in an hour to either repair or replace. At 11:20 AM I called La-Z-Boy
**** Customer Service and left a message as no one answered. To date,
no one has returned my call.
After waiting for ten months we expected to receive furniture that was
new and free of damage. We would like a response as to when we will
receive new tables which are damage free. Thank you
Sales Ticket #: ***-*****
Date of Transactions: 1/9/22
Amount of Total Transaction: $3,064.42
BBB #********
*************
Sincerely,
**** and ********* ****
**** ******** ****
****, *** *****
Sincerely,
********* ****Business Response
Date: 11/29/2022
Dear BBB,
Thank you for alerting
us to this customer’s reply.Upon reviewing this
customer’s sales ticket, we see that two new tables have been reordered for the
customer. They are currently expected to ship towards the middle of December. We
also spoke with the customer’s store of purchase. They advised us that the
customer was also requesting a replacement sofa; however, because there has
been no reported damage for the sofa, the store of purchase has only reordered
the tables for the customer as a one time courtesy.Once they arrive at the
customer’s local warehouse, they will be contacted to schedule delivery.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM ******Customer Answer
Date: 11/30/2022
Complaint: ********
I am rejecting this response because: we have not received the new sofa and end table. While they indicate it should arrive in December, our last order took nine months and arrived damaged. I request the ticket be left open until the furniture is delivered damage free. Additionally, it said we asked for a new sofa- we did not order a sofa, only the end table and sofa table (as well as a La-z-boy chair which we have and are satisified with). Thank you.
Sincerely,
********* ****Customer Answer
Date: 12/29/2022
[BBB Transcription via Email]
**** ****
Tue, Dec 27, 1:26 PM (2 days ago)
to *********, ****, ************, *****.********, me, *****
Good morning,
On Friday we received a new sofa table and end table free of defects. Thank you for resolving this matter.
Sincerely,
**** and **** ****
Sent from my iPhone
> On Nov 26, 2022, at 3:05 PM, **** **** <******************> wrote:
>
> Good Afternoon *****,Initial Complaint
Date:10/14/2022
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 Oct 15, 2021, we purchased 2 La-Z-Boy recliners. They were on sale 2 for $3000.00. They were delivered on 12/21/2021. After we tried them for about a month, we were very disgusted with the chairs. They were not like the ones we tried out and ordered. There was no fullness in the backs,seats, and on one of the chairs the left side of one chair the leather was worn. We took pictures. So they sent someone out to look at them to see what could be done. The man came out and checked out the chairs and my wife told him about the one chair with worn out leather and he said he could spray paint this. My wife told them no and that she wanted a new arm for this chair.She also told him this same chair was making a noise coming from the spring just from stretching out on the chair and just the breathing from me caused the squealing in this chair After the man came out and flipped the chairs over to check everything out, my wife found a tag stapled on the chair saying, "Made in Mexico." Everyone has told my wife that this company does not deal with Mexico. The Technician took notes and wrote down all that needed to be done and turned this in to the Dallas office in care of ********. After a while a delivery truck dropped off three or four huge boxes with chair parts. Finally the Technician came over to our home and started to take the chairs apart and replacing the bad parts with the new. They should have taken them to the warehouse to do this. After replacing the parts we noticed after the technician left that one of the arms, the opposite one had a worn spot on it. He left all of the parts he had taken off and repaired and we still have them here in our attic. We have taken pictures of these. After complaining to ******** about all the problems we still had she told us that they paid for the first round of repairs and we would have to pay for the second repair. My wife said no, we would not pay and that we wanted some new chairs. We were sent another larg box.
This part is in addition to the one sent ahead. We have called La-Z-Boy corporate office, we have called the Dallas office so many times. In one instance we were referred to a person called ****** and she told my wife she knew what we were calling about and she didn't want to listen to my wife and hung up on her. We have called the corporate office 3 or 4 times and all we got was the run around. They gave us a case number which we still have. Today we got another big box delivered and is sitting on our porch, We did not order this and we don't even know what this one is. Like I stated before, we have have all of the removed parts upstairs and we have pictures. My wife is 82 and I am 87. We should not have to put up with this sort of stuff. We have been calling and complaining with them since February of this year. Please, can you help us'??
Business Response
Date: 10/19/2022
Dear BBB,
Thank you for alerting us to this customer’s concerns.
While we regret to hear of this customer’s frustrations, we are actively
working with them within the terms of the La-Z-Boy warranty which can be found
at *************************************************************
The warranty states the following: “All warranties are limited
to manufacturing and material defects that appear under normal, residential
use. Additional limitations described herein apply. Warranties are for repair,
replacement, or substitution only, in La-Z-Boy’s sole discretion.
Refunds are not available.”
We have spoken to this customers dealer, and they advised that
their technician inspected the unit and found that there were no manufacturing
or material defects found in the unit. They advised that the customer uses
their chair to regularly sleep in, which the customer's dealer has advised against as our
chairs are not meant to be used as beds. The customer’s dealer also advised
that as a courtesy, they ordered replacement parts for the customer and the
customer has now refused service. We are still able to proceed with service if
the customer chooses.
Due to the fact that we are actively trying to resolve this customer’s
concerns under the terms of our warranty, we kindly ask that this case be closed.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 10/19/2022
Complaint: ********
I am rejecting this response because: If the Technician found no manufacturing or material defects, then why do we have an attic full of replaced parts? We can send pictures. Also, we were only sleeping in the chairs because of flooring replacement in our bedroom. The dealer never told us we couldn't sleep in our chairs. These problems started two months after they were delivered and after which my wife was recuperating from knee surgery, of which she is still struggling. The Technician wanted to "Paint" The worn out leather part and my wife told him no. When they brought the new piece, he replaced both arms on my chair and it had worn out leather on the right side. These were all used parts. We still have the replaced parts upstairs. On my wife's chair, the back rest is so wrinkled it looks bad because it does not have enough padding. Why do the big businesses get away with their manipulating and lies and we, the consumers have to suffer? These problems have been going on since February of this year. Why can't someone come out to our home and look at this mess? We are good people and we try, with God's help not to hurt anyone, yet this has to happen. Why?
Sincerely,
**** * *****Business Response
Date: 10/25/2022
Dear
BBB,We
understand that this has been a frustrating experience for the customer;
however, their dealer is actively trying to work with them to resolve their
concerns. The dealer has advised that they can schedule a technician to install
their parts as a courtesy.We
will not be offering any further accommodations as we are working within the
terms of our warranty. We kindly ask that this complaint be closed as we are
actively trying to work with the customer.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 10/27/2022
Complaint: ********
I am rejecting this response because: The dealer is or has not been actively trying to fix this problem. These recliners are not the ones we ordered, they have been using our home as a warehouse to try and fix these chairs and have not been doing a good job. Anyone who would have gotten these chairs would be having the same problems. Therefore, from now on we will try and contact the state attorney general, either from Louisiana or from Texas, to help us with this problem, if youcan't help us. We are just getting a runaround here. We will get help from someone and we will let the public know about the crutty business practices going on.
Sincerely,
**** * *****Initial Complaint
Date:10/13/2022
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 need a service technician to fix a warranty problem with my recliner. I called the store, the salesman referred me to the service department. The service department referred me to an online website to fill out a service request. I did that and have heard nothing after a week and a half. Called the customer service department, was on hold for 52 minutes (no exaggeration) and when I finally reached an agent she said that the service ticket had not been given to an agent to schedule a service call. I asked if she could give me a time frame and she said she couldn’t because they are short staffed. I asked what that meant exactly and she said that scheduling was short staffed but couldn’t give me any other information and actually laughed when I indicated that I was frustrated with this type of customer service.Business Response
Date: 10/19/2022
Dear BBB,
Thank you for alerting us to this customer’s concerns.
We are sorry to hear of any frustration that we have caused for
this customer and we are actively working with them to resolve their concerns within
the terms of the La-Z-Boy warranty which can be found at ************************************************************.
We have reached out to the customer’s dealer. They have ordered
parts for the customer and they parts are expected to arrive at their home on
10/27/2022. Once the parts arrive, the customer’s service department will
schedule a technician to the home to install the parts needed to complete
repairs.
Due to the fact that we are actively trying to resolve this customer’s
concerns under the terms of our warranty, we kindly ask that this case be closed.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Initial Complaint
Date:10/13/2022
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 husband and I ordered 2 custom recliners on 3/8/2022 with a total cost of $5709.13. Order # *********. We put down a deposit of $2855.00. We were told the chairs would probably be delivered in October. We were surprised when we got a call in June that our chairs were in and on 6/18/2022 they would be delivered. The balance was due prior to delivery so, we paid the remaining balance of $2854.13.We only received ONE recliner that day and we're told that the other recliner "did not pass inspection". We followed up with multiple phone calls to the store and were told various excuses - "the part was ordered" although no one can tell us what "part" is needed. Another phone call we were told that this issue had been escalated to the store mgr and district mgr and still no recliner. I requested a refund/asked to cancel the recliner but was told that wasn't possible. The store offered us a floor model recliner till ours comes in but we declined. All we would like is for someone to be honest and tell us the truth.Business Response
Date: 10/19/2022
Dear BBB,
Thank you for alerting us to this customer’s concerns.
We are sorry for any inconvenience that we have caused for this
customer. Upon reviewing the customer’s sales ticket, we can see that the customer
is now scheduled to receive delivery of their 2nd recliner on 10/22/2022.
We respectfully ask that this case now be closed as we consider
this concern to be resolved.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 10/23/2022
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:10/12/2022
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.
Back in October of 2014 we were sold a sectional couch with a blended synthetic upholstery with a lifetime warranty. Shortly after taking delivery, the couch material began breaking down. Despite contacting the local store, regional operations, and corporate offices, we have been unable to get any sort of resolution, being told that this is simply normal wear and tear and not subject to any claim. Recently, we discovered that the fabric we were sold had been found to be fundamentally defective and was no longer sold by La-Z-Boy due this factor. As a result, many customers have been complaining and receiving credits for the cost of their purchase towards a future purchase. This was confirmed by employees of our local store, and we received instructions on how to pursue the credit. We have tried contacting all channels again with the information we have received but have been turned aside, either being told that it isn't a corporate matter and we need to deal with the independent dealer or vice versa. It seems no one wants to take responsibility for either selling a defective product or a lifetime warranty that doesn't cover seemingly anything.Business Response
Date: 10/31/2022
Dear
BBB,We
are sorry for any frustrations that this customer has encountered throughout their
service experience.The current
La-Z-Boy warranty has been in place since August of 1992. La-Z-Boy offers a
limited lifetime warranty on the parts of the frame, mechanism, and springs,
against manufacturing defects, for as long as the original purchaser owns the
product and can supply their dated receipt as proof of purchase. Fabric, leather,
and standard foam padding have a one-year warranty, against manufacturing
defects, from the date of delivery of the furniture into the customer's home.
Labor to repair or replace any defective parts is covered for one year from the
date of delivery of the furniture. The following is a link to our full
manufacturer’s warranty: ************************************************************.This
customer received delivery of their furniture in 2014. As this customer’s unit
is 8 years old, we offered them a 10% discount off of a new purchase as a
courtesy. We will not be
offering any further accommodations as we are working within the terms of our
warranty.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 10/31/2022
Complaint: ********
I am rejecting this response because:We purchased their additional warranty specifically on the upholstery at their insistence that it would cover any incident. Our attempts to use the warranty were rejected because they didn't cover manufacturer's defects. We've been trying to get either the store or corporate to take responsibility since 2015 but all they do is redirect to one another and now claim it is too old to deal with.
Sincerely,
***** *******Business Response
Date: 11/08/2022
Dear
BBB,The
La-Z-Boy manufacturer’s warranty only provides coverage for the cover for 1
year. La-Z-Boy does not sell any extensions of the manufacturer’s warranty. Any
protection plans sold at the time of purchase are through 3rd party companies
that provide extended protection. Any claims made using the extended protection
plans must be made directly through the 3rd party company and La-Z-Boy
is not involved in their service processes.As
previously stated, we will not be offering any further accommodations as we are
working within the terms of the La-Z-Boy manufacturer’s warranty.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 11/09/2022
Complaint: ********
I am rejecting this response because:This is literally the same response. I indicated that we're not talking about the manufacturer's warranty, but the extended warranty they sold us on that was going to cover any damage or issue we had with the fabric/upholstery. As you can see on the invoice there is a lifetime protection on the fabric - I have also included the extended warranty's response indicating they do not cover material defects. The entire basis for this complaint is that you sold a defective product, which you have since discontinued, sold a warranty that doesn't cover the primary issue, and have been dodging the issue for years now claiming that we're too far out from the original purchase date. If you allow us to use the 20% coupon you gave us to apply to our current balance, then we'll consider the issue closed.
Sincerely,
***** *******Initial Complaint
Date:10/11/2022
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.
This complaint involves 2 parts;
- we want furniture that fits our bedroom
- we don't feel we should be invoiced for the full amount when we have not received all the furniture.
In January, 2022 we visited the La-z-boy facility in Clay, NY to look at Living room furniture. After meeting with the salesman we decided to utilize their in home design services to ensure that the furniture would fit and work well for our log cabin. We are very pleased with the couch and rocking lounge chair but the double love seat chair had a quality issue and has yet to be delivered -- mind you we have been invoiced in full though.
As for the bedroom furniture, this has been a disaster and La-z-Boy refuses to communicate with us to resolve our issue. The furniture that the design specialist and the salesman who held the tape measure made some serious measurement errors and proposed furniture that simply does not fit. We have a wall in which the roof starts to taper inward for which they had a dresser that is too tall and won't fit against the wall -- it has to be around 8 inches from the wall due to the slope of the ceiling. We simply want to know if the other option they recommend is still an option for us and if it is can we go with that option if it fits. We also don't feel we should have to pay a 30% restocking fee if we go that route. However, that option does not appear to be available to us as both the store manager and the regional director will not answer our phone calls nor respond to our emails despite several attempts.
How can we be billed in full (18,416.05) yet we don't have all the furniture and how can we get resolution on the other bedroom furniture option?
In the uploads below you will see:
- The invoice (minus the 5K deposit we made in February)
- The proposed bedroom design from the design professional and salesman
- Actual picture of how the dessert fits on this wall.Business Response
Date: 10/31/2022
Dear
BBB,We
are sorry for any frustrations that this customer has encountered throughout their
sales experience.We
have spoken to the customer’s store of purchase, and they advised as a 1-time
courtesy, they can waive the 30% restocking fee to exchange the 1 bedroom piece
that does not fit in their home. We spoke to the customer today, 10/31/2022,
and offered this option to the customer. He advised that he is accepting of
this offer.We
kindly ask that this complaint be closed as we have resolved the customer’s concerns.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******
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