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:10/11/2022
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.
We paid in full (2500 dollars) for 6 chairs at Laz-Y-Boy furniture located in Strongsville, Ohio. The purchase was made in July 2022 and we were told that the chairs will be delivered in August. They have since pushed the delivery date 3 times (from August to September, then September to October, and from October to November'22). We do not have any idea when we will get the chairs and they said that they cannot issue a refund in full based on the paperwork we signed. The contract seem unethical as they did not deliver on the chairs within the prescribed time. How long should we wait for the contract to be nullified?
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 the customer has encountered
throughout their sales experience.
We have reviewed with the customer’s store of purchase, and they
have advised that they have been actively working with the customer. They
stated that when the customer had contacted them about her frustrations with
the delay, they offered the customer 4 loaner chairs to use while waiting for
her order to come in. The customer accepted this offer and is now scheduled for
delivery of her order for today.
We kindly ask that this complaint be closed as we have resolved
the concern and scheduled the customer for delivery of their full order.
Kindest regards,
La-Z-Boy Incorporated,
******* *****
E-Commerce Coordinator
CM ******Initial Complaint
Date:10/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a love seat almost a year ago. We filed a complaint because of excess fabric on the seats. No one ever called. After a long fight regarding a previously purchased sofa that was defective (took a year to solve) the repair rep came and took picture of the love seat. He he filed the complaint about 4/5 months ago and we received the cushions. I called for service to come and do the replacement. They told me they had no one to come in my area and they would call me when there was. Months have passed, no calls, no emails no nothing. I called and tired to get to the service department with no success either disconnected or just rang. Called the store 3 weeks ago and talked to manager who told me she would call me the next day. Again nothing. Tried again to contact the service department nothing. So the decision was made as much as I hate to file with BBB I am doing it. IT took us over a year to get our couch fixed which still is not completely correct and the only thing they did was give us a $200 in store credit after I spent hour on the phone. Now we are experiencing the same issue with the loveseat. I work from home and cannot spend it on the phone. We bought 2 chairs (which pill by the way) and a love seat and couch and 2 lamps and have had all kinds of issues with the furniture which lazy boy seems to not be concerned about. No call no resolution no followup. In todays economy money is valuable. Customer service has been sub pare to say the least. I am not filing this because of the store, but there is not corporate to file the complaint against. Sales people were great. Totally fed up. I have cushions sitting in my basement for over 4 months. Tired of waiting so this happen. My apologies that this goes against the store as this is only for management and corporate and serviceBusiness Response
Date: 10/24/2022
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: ************************************************************.Our warranty
process is to repair defects once the furniture is delivered. The customer is
currently scheduled for service on 10/26/2022. The service provider will call
the customer the evening before this date with a 3-hour time window. We
understand the inconvenience that having to wait for service may cause, because
of this, as a one-time courtesy, we would like to offer the customer some
compensation at the end of service. Once service is complete, we can review their
full service ticket and offer a compensation amount to them.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: 10/24/2022
Complaint: ********
I am rejecting this response because: this has nothing to do with a structural defect in the fabric color and type to the mechanism, This original reject to have foot rest replaced when submitted shortly after the furniture was received and was again reported once we waited over 6 months to have our couch fixed. This was an issue that when the loveseat was manufactured there was excess fabric when putting the foot rest up and down, especially down you could see and actually pick up the fabric up with your fingers. When it finally got reported and the replacements came in we requested service and they told us we had to wait until there was someone in our area to perform the repair. No one ever called us to schedule again. We waited months. Then we made a phone call to the store and management never called us back. Then out of nowhere we get a notification that we are scheduled for some furniture place to come to our home without so much as a call to ask if the timeframe was good for us. They were just going to show up. I called and they told me they do not call that Lazy-Boy just picks the timeframe and we had no choice. As I indicated earlier this is not the stores fault but the repair and service and corporate policy to no provide prompt customer service when needed and make the customer wait 6 months to almost a year before anything gets done and then try to pin it on us that we waited to long to report it which is not the case at all. We have had 2 issues with furniture we had ordered and both needed repair and both we waited a ridiculous timeframe to get it fixed. To offer compensation is great but should be compensated appropriately and according to how much the customer actually spend and within an amount that it can be used in the future with paying out again
Sincerely,
***** *****Business Response
Date: 11/03/2022
Dear
BBB,Thank you for
alerting us to this customer’s reply.The customer
was scheduled to receive service today. We attempted to call the customer to
discuss their service, ensure they were happy with their repairs, and to
discuss compensation. We left a voicemail with the customer asking that they
call us back if they have any further concerns.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: 11/05/2022
Complaint: ********
I am rejecting this response because: repair has still not been completed as of today’s date furniture repair company will not comply with customers request to have a service call done in the afternoon as the customer works from home and cannot have confidential information be spoken on conference calls when the service contractors are in the home in addition to that on the day that they were supposed to come they called in post phone and it had to be rescheduled again I did receive the call From the customer service department I tried to call them back with no success and left a callback number to hold my place in line to speak to them and no one ever called me back
Sincerely,
***** *****Customer Answer
Date: 11/10/2022
Please reopen I have been trying with no success to get ahold of Lazy Boy and stay on hold for well over an hour. We still have items to be fixed
Sent from my iPhone
Initial Complaint
Date:10/05/2022
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.
10 months waiting for delivery of a furniture order resolution
falsely reported order was delivered
Lost order x 2
needed to re-order x 2 due to lost order
Damaged order when received
Order still not resolved
All customer service is unreachable for 1 full week after failed and damaged delivery of order.Business Response
Date: 10/07/2022
Dear
BBB,Thank
you for contacting us about the customer’s missing Carleton High Leg Reclining
Chair. We regret to hear about the inconvenience this has caused *******.We
have discussed the item in question with the customer’s retail store manager. A
re-order for the item has been placed and a $250 discount was applied in
addition to the previous $605.19. This resolution was discussed and agreed upon
between the store manager and the customer.As
a resolution has been agreed on by the customer in the form of a re-order and
an additional discount we respectfully request this case to be closed. We
consider this matter to be resolved.
Kindest
Regards,
La-Z-Boy
Incorporated
***** *.
Comfort
Care Representative
CM******Customer Answer
Date: 10/07/2022
Complaint: ********
I am rejecting this response because:Respectfully,
The replacement order for the damaged recliner has not been completed yet at this time. As this Is the fourth attempt at fulfilling the order I request that the incident stay open until the entire order is 100% complete. Again we will be 12 months into this situation with three previous failed attempts to make good on the order placed in December of 2021 the three previous attempts are as follows :
-failed delivery June 22
-lost order in main wharehouse July 22
-damaged delivery attempt Oct 22
Sincerely,
**** ****Business Response
Date: 10/07/2022
Dear
BBB,Thank
you for contacting us about the customer’s concerns.We
understand the customer’s hesitation in allowing the claim to be closed,
however, the resolution to their reported complaint had been addressed and
agreed upon. Though expediting of the re-order has been requested and we will
work diligently to bring the customer their furniture as quickly as possible, it
is not possible for a full unit to be built within the 10 calendar day time
frame allotted to La-Z-Boy by the BBB.As
the resolution to the reported complaint has been agreed upon by the customer
and retail store manager, we respectfully request the case to be closed. We can
assure the customer we will keep a close eye on the situation in the event the
case is closed by the BBB.
Kindest
Regards,
La-Z-Boy
Incorporated
***** *.
Comfort
Care Representative
CM
******Customer Answer
Date: 10/07/2022
Complaint: ********
I am rejecting this response because:Respectfully,
On completion of the order we will consider closing the claim. We have worked with la-z-boy for the past 10 months being patient with no resolution. Unfortunately at this time trusting that we will get our order completed is almost impossible given that the “trust us” approach has failed us three times now. Also, new information, we did not receive a call from our sales person until 4 days later, and a re-order of our rejected recliner had not been immediately placed on the rejection of the delivered damaged recliner. It wasn’t until a week later that we were told it was put in, and still do not have an estimated delivery date as promised. This among the business practices witnessed up to this point is why we will be rejecting that this claim be closed until the order is completed.
Sincerely,
**** ****Initial Complaint
Date:10/03/2022
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.
On January 22, 2022, we ordered two recliners, one left-arm sectional sofa and one right-arm sectional sofa. These sofas are designed to be a set and connect to each other to make one full sofa. We [aid a deposit of $3,100.00
On June 23 we received a phone our furniture was ready for delivery, but they could not deliver until July 15. We had to pay in full at that time, $3,222.19.
On July 15 we were expecting delivery. At 7 AM we got a call saying that the left sectional failed delivery inspection. We had to accept delivery of the two recliners and just the right sectional piece.
After lots of frustrations, failed promises and out-an-out lies, we still have not received our furniture. We are looking for full reimbursement for the two sectionals.
Full documentation attached.Business Response
Date: 10/06/2022
Dear BBB,
Thank you for bringing this customer’s concerns to our attention.
We have contacted the customer’s store of purchase regarding
their purchase. The store advised that they have been in contact with the
customer and have agreed to refund the price of the sectional. We respectfully
request this case be closed.
Kindest Regards,
La-Z-Boy Incorporated
***** *.
Comfort Care Representative
Case# ******Customer Answer
Date: 10/20/2022
[BBB Transcription via Email]
***** *****
12:37 PM (0 minutes ago)
to **
*********
The refund is no longer pending, so I can now “accept” the resolution, and it can be closed out.
Thanks for all your help.Initial Complaint
Date:10/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought a couch from Lazy Boy late 2020 (delivered early 2021 i think) which is supposed to have a warranty for life for the mechanics of the piece. I called in in early 2022 because one section had broken we were given an appointment for July for them to come take a look. Which they charged us $160 to do. They determined it needed new left and right mechanisms. They ordered them and scheduled service for the end of September. The tech has no showed 2x now has no idea when or if he will ever come and found out they only ordered one side instead of both. Now thanks to the broken pieces another piece has broken making the section completely unstable. I can never get anyone on the phone, or any answers. This is getting ridiculous. $5,000 couch barely 2yrs old and falling apart. Only remedy in my opinion is a replacement of the section at no additional cost and refund of my $160 fee since I spent 2 full days waiting for someone who never showed.Business Response
Date: 10/04/2022
Dear BBB,
Thank you for contacting us about Kristina’s
concerns. We regret to hear when a customer has become frustrated with service
La-Z-Boy offers a limited lifetime
warranty on mechanisms, springs and frames covering the cost of parts for
repair as well as a 1 year labor warranty covering the cost of technician time
and labor one year from the date of delivery. We have reviewed the customer’s
service history and see that her concerns were reported to us after this one
year period, causing a labor fee to be applied. This fee is per hour, however
as a courtesy due to the delays in her service we had charged a 1 hour fee for
a 2 hour repair, the 2nd hour having been waived.A service technician had been in the
customer’s home on 10/1/22 to complete her service. We have reached out to the customer
to confirm the services were performed and the furniture is now up to her standard.
We respectfully request this case to be closed, we consider the matter to be
resolved.
Kindest Regards,
La-Z-Boy Incorporated
***** *.
Comfort Care Representative
CM******Initial Complaint
Date:09/29/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased an ottoman in Oct 2021.it took 6 months for delivery..about 2 months later i noticed it was shifting to one side . it was under warranty and u had a service man come out.he said it was a flaw and he could staple it .i said no as it would tear from pressure .got info fir corporate on line and sent a note..there response was a 15 percent discount..totaling $82.00..i would like to return and get a total refund..Business Response
Date: 10/10/2022
Dear
BBB,Thank
you for contacting us about **********’s concerns with her ottoman.We
have reviewed the customer’s service history regarding the ottoman and discussed
all offered discounts with the customer. As she has refused compensation to
keep the unit and does not wish to have the ottoman exchanged we have authorized
a refund. This was advised to the customer via email on Friday 10/7/22. On this
date we also informed the customer’s retail store who will be processing this
refund for her. If she has not done so already we ask the customer to reach out
to their retail store of purchase to have a pick up date scheduled to return
the ottoman and the amount refunded back to them.As
we will be providing the customer with the requested refund we respectfully request
this case to be closed, we consider this matter to be resolved.
Kindest
Regards,
La-Z-Boy
Incorporated
***** *.
Comfort
Care Representative
** ******Customer Answer
Date: 10/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********** ********Initial Complaint
Date:09/26/2022
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.
I placed an order for a sofa from La-z-boy on January 17, 2022. It was delivered on September 9, 2022.
When it arrived it had two rips. We immediately contacted our sales representative, who provided us the contact info for La-z-boy Comfort Care.
I called Comfort Care on the same day as delivery (Sept 9, 2022) and opted for their text back system.
After not receiving any text back, I called and waited on hold over an hour. I also contacted my original sales person, who has not responded back.
I would like my damaged sofa replaced with new, repaired in a reasonable timeframe, or refunded.Business Response
Date: 09/26/2022
Dear
BBB,Thank
you for contacting us about the rips on the customer’s sofa from delivery. We
regret to hear when accidents happen during the delivery process and are happy to
help in resolving them as quickly as possible.We
have reached out to the customer to discuss where the rips are, ordered upholstered
parts accordingly and scheduled a visit with a technician to install. We have
discussed lead times for the parts and explained though the appointment will
not be until November due to the length of time involved in producing
upholstered parts this will provide a quicker resolution than building a new sofa.
The customer has agreed to this resolution.As
we are currently working toward a repair agreed upon by the customer we
respectfully request this case be closed.
Kindest
Regards,
La-Z-Boy
Incorporated
***** *.
Comfort
Care Representative
********Customer Answer
Date: 09/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I would like to leave the complaint open until the new parts are delivered and installed, to ensure the complaint is fully resolved.
Sincerely,
***** ******Initial Complaint
Date:09/26/2022
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.
I purchased an electric recliner in September 2021 (though it took about seven months to be delivered). About a month ago, the motor stopped working. I have spent several hours on hold attempting to contact technical support without ever connecting with sometime. I have also submitted a request through their online submission form but have not heard back from that either.Business Response
Date: 09/27/2022
Dear BBB,
Thank you for
contacting us regarding these customer's concern.
We have been in
contact with customer in order to get him scheduled for service to have concerns he is experiencing resolved. La-Z-Boy offers a one-year labor warranty
& 3-year electrical part warranty for any manufacturing defects which customer is inside of.We respectfully
ask that this case be closed at this time as we have honored customer request
for a service appointment to resolve this matter.
Kindest Regards,
La-Z-Boy
Incorporated
**** **
Comfort Care
Representative.
********Customer Answer
Date: 10/05/2022
Complaint: ********
I am rejecting this response because: I was contacted by Lazboy shortly after submitting this complaint. A technician came to look at the chair shortly thereafter. He was unable to fix it and told me I would hear from back from Lazboy about my options. A few days later, Lazboy contacted me saying the chair needed to be replaced and that they would either replace it with the same model or provide me with store credit. I asked how long it would take to get a replacement of the same model - I do like the chair, but it took 10 months after ordering it for it to be delivered. The person I spoke with said they would check on this and get back to me. I have not heard back since. I have tried contacting them but again seem to be put on permanent hold. I will close out this complaint once I have a confirmed order or store credit in hand.
Sincerely,
******** *****Business Response
Date: 10/07/2022
Dear
BBB,Thank
you for contacting us about the customer’s delays in the re-order of their chair.
As we provide warranty services we are not informed of current lead times for
new purchases or re-orders. Estimations for time frames is provided by the customer’s
retail store based on current lead times. We regret to hear that was not made clear
by the representative ******** spoke with. We would like to thank ******** for
bringing this to our attention so we can take steps to avoid miscommunication on
this matter from our representatives in the future.Typically
a retail store will reach out to the customer once the credit for the re-order
has been processed to them, this processing time can take a few weeks. We have
reached out to ********’s local store to inform this credit is on its way and
requested they reach out to the customer to begin his reselection process
immediately. Our records indicate that a representative from the store location
reached out to ******** on 10/5/22 and the re-order has been placed. As the
retail store will have the most up to date information about current lead times
we encourage him to work with his store for any additional questions during the
manufacturing and delivery processes. The next contact the customer will receive
will be from his store to schedule delivery of the new item and pick up of the
original.As
the customer has been contacted and the order for a replacement has been placed
we respectfully request this case to be closed. We consider the matter to be
resolved.
Kindest
Regards,
La-Z-Boy
Incorporated
***** *.
Comfort
Care Representative
********Customer Answer
Date: 10/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** *****Initial Complaint
Date:09/26/2022
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 Sept. 1, 2021, I ordered the Easton Reclining Sofa from La-Z-Boy with a custom order chair to match. The furniture was eventually delivered on April 2, 2022. In May, 2022 in the middle of the night the spring sprang from the reclining sofa and shot all the way across the room. I called for service and I wasn’t able to get a repair man out until August 3, 2022 to even look at the issue. Furniture repair indicated that a whole new “right” side mechanism was needed. He said it would be ordered and parts would be sent to the home within 5-7 business days. We were instructed that once the parts are received we should call Customer Care and arrange for another repair appointment. When the parts hadn’t arrived by August 19, 2022, I attempted to call Customer Care to inquire on the status. After three solid days of trying to get through at all hours of the day……. unsuccessfully, I first attempted to call the store where I purchased the furniture and they couldn’t/wouldn’t assist in any way. I even asked for a Regional/District Manager and was told that information could not be given out. I finally got through to the Customer Care line after four days of trying and became #154 in line. After several hours of receiving text messages throughout the day as to what number they were on, I finally connected with *** who advised that parts were never ordered. He ordered them that day after going back and forth on text messaging. On September 10th the furniture repair man came out and advised that the parts ordered were for the incorrect side of the couch. He said he had some extra parts in the car and repaired the couch. Just 13 days later on Friday, September 23, 2022 the exact same thing happened. The spring shot across the room when no one was even near the couch. Again, the recliner is stuck in the reclining position. I contacted Customer Care who indicated they would order parts again and to call for another appt. upon receipt of parts. This couch is brand new!!!Business Response
Date: 09/28/2022
Dear
BBB,Thank
you for contacting us about the customer’s service. We regret to hear when
delays in service cause inconvenience to our customers.We
have reviewed the service history and discussed compensation with the customer.
Servicing parts have been ordered and will arrive to the customer’s home, in preparation
for this we scheduled a return visit with the technician to install these parts
on 10/14/22. Upon completion of service the customer will be provided a credit
of $110 due to the delays in their service. Should this scheduled visit not
resolve the customer’s concerns we will look into alternate options at this
point.As
we have come to an agreement with the customer regarding compensation and the
scheduled service date we respectfully request this case be closed.
Kindest
Regards,
La-Z-Boy
Incorporated
*****
M.
Comfort
Care Representative
********Customer Answer
Date: 09/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
Date:09/23/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Feb 21, 2022 I purchased a sofa and power recliner at Lazyboy Furniture. I recieved items on 8-20-22 yes 6mth wait delivery contacted me they were lost I went outside they had both pieces of my recliner in plastic on the street floor, they put my recliner together but did not have to demonstrate how it works when I asked, 30 minutes after they left I sat on recliner and it fell tilted to the right I quickly looked at it, it was also torn on back right had corner. I called mgr ****** at lazyboy she scheduled someone to come out on the 24th guy came adjusted it and left again within the hr it fell to the right again. I called ****** and emailed her which she never emailed back she called I want to return it. I invested $2000 on this recliner dont want a temporary fix she said no, the scheduled a loaner recliner this happened again on 26th, on Sept 18th I came home from church to find box in my front door labled to me it was too new part of recliner no appt was mad or call. Much more to tell I had to ask for the warranty forms 5 times.Business Response
Date: 10/01/2022
Dear BBB,
Thank you for alerting
us to this customer’s concern.
Upon
researching this concern with the customer’s store of purchase and service department,
they have elected to replace the furniture in question for the customer as a
courtesy to resolve.
With this
replacement having been submitted and processed, we kindly request that this case
be closed.
Kindest
regards,
La-Z-Boy
Incorporated
******* *.
Comfort Care
Representative
CM******Customer Answer
Date: 10/07/2022
Complaint: ********
I am rejecting this response because: I don’t trust their products was delivered torn snd bent from top of recliner and bottom also took 17 hrs off work for three attempts to repair unsuccessful I would like a full refund fir a recliner I never revived or used for 2050.97 no replacement please
Sincerely,
******** *******Business Response
Date: 10/12/2022
Dear BBB,
Thank you for alerting us to this customer's concern.
We
have spoken to the customer’s store of purchase again and they have advised
that they will refund the customer as a courtesy to resolve their complaint.
The store of purchase advised that they will initiate the customer’s refund
once the furniture is picked up.We
kindly ask that you close this claim as we are working with the dealer to
provide the customer with their requested resolution of a refund.Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 10/17/2022
[BBB Transcription via Email]
******** ******* ****************************
12:23 PM (1 minute ago)
to me
Good Morning ********:
I spoke to you this morning on 10-17-22 reporting that I couldn’t open my BBB email message due to misplacing my password, So you did read the message to me I will accept that Lazy Boy furniture will give me a
refund for the damaged recliner including tax after recliner was picked up, please note the recliner and loaner were picked up on sat 10-15-22.
Thank you
******** *******Customer Answer
Date: 10/17/2022
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,
******** *******
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