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
- 608 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:09/14/2022
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.
I purchased several items from La-Z-boy on 11/17/2020. At that time I also purchased a 5 year protection plan for $557.20 for these items. ( File enclosed) . Due to the pandemic the items were not delivered until 4/12/2021. One item ( recliner) I purchased had little to no padding in the right lumbar area and excess padding in the head rest area. ( (file enclosed) . We went to the local store where we made the purchase to register a complaint and they gave us contact information for their service provider for warranty work. ( Comfort Care) . We contacted them in the 4th quarter of 2021 and started this process. We received delay after delay from the service provider at that time ( Comfort Care ) in the end of 2021 and start of 2022. In good faith we reached out to the social media team for resolution. At first they seemed concerned via e-mail . ( file enclosed) . They even stated that they were getting a new service provider and that financial compensation would be made once the service was provided and we were satisfied. Well the social media team has stopped responding to my e-mails and i have no contact information on there new service provider to get a status on my warranty claim. We would like the repairs , if possible, to be made to the recliner and promised financial compensation for the delays and headaches to be made for us.
Business Response
Date: 09/15/2022
Dear BBB,
Thank you for
contacting us regarding this customer’s concern.
A technician
was dispatched to the customer’s home on 08/04 whereupon the unit was deemed to
be up to manufacturing specifications.
Additionally,
we have submitted the compensation previously advised of to be applied to the customer’s
original form of payment through the store. This credit should post within 2
weeks be available to the store to then provide to the customer.
With the
service visit completed, and the credit submitted, we kindly request that this
case be closed.
Kindest
regards,
La-Z-Boy
Incorporated
******* *.
Comfort Care
Representative
********Customer Answer
Date: 09/21/2022
[BBB Transcription via Email]
**** ******* <*****************>
Attachments
9:55 AM (0 minutes ago)
to ********************
Good morning ********,
Thank you very much for getting back to me on this complaint. I have been trying for days in the BBB system and it just sits on the proceed screen and goes nowwhere. I appreciate your help in getting this complaint in the BBB system. I am also enclosing (3) pictures to go with the rejection narrative. If there is anything else you need from me please let me know. Please confirm that you received this e-mail and attachments.
Complaint: ********
I am rejecting this response because: The salesman at our local store agreed in December of 2021, after seeing a picture of the defect, that we should contact Comfort Care and be persistent in calling them. The technician that came to my home on 8/4/2022 stated to me that he would be back to make repairs to the recliner once paperwork was completed. I asked how long and he replied (3) weeks. It is now (6) weeks out and the response from the company is that the chair meets manufacturing specifications?! As anyone can see from the enclosed picture files, there is little material in the lumbar area on the one side of the chair and the leather is loose and wrinkled. The back of the chair caves inward and causes the neck/head outward in a very uncomfortable position. This was a very expensive chair and I stated as my number one objective on this complaint was that I wanted the recliner repaired. This priority has not changed. If La-Z-Boy cannot repair the chair, I would like a replacement chair or have my purchase refunded.
Sincerely,
**** *******Business Response
Date: 09/21/2022
Dear
BBB,
Thank
you for contacting us about the customer’s concerns.La-Z-Boy
offers warranty services to repair manufacturing defects or material flaws. If a
unit is found to be up to manufacturing specifications there would be no
repairs to provide as the unit is within all specifications. This determination
can only be made by a La-Z-Boy certified technician or specialists within the
Comfort Care department, judgements made by sales representatives are their
personal opinion and should be taken as such.We
stand behind our technician’s findings of the chair being up to manufacturing
specifications. We have offered the customer a credit of $190 due to their
dissatisfaction with the chair which will be the final offer. We ask that the
customer reconsider the offer for $190 to be credited back to their original
form of payment as the chair is within manufacturing specifications.
Kindest
Regards,
La-Z-Boy
Incorporated
*****
M.
Comfort
Care Representative
CM ******Customer Answer
Date: 09/25/2022
Complaint: ********
I am rejecting this response because the technician that visited my house and looked at the chair sat in the chair, felt the backing, and told me that he would be back to make the repairs. If the chair was up to specifictions why would he tell me he'd return? Was he not a certified La-Z-Boy technician or representative? He sat in and felt the chair and agreed with me that it was not right. I would like to see a copy of the specifications you use for padding in the chair and how the determination is made that it is up to manufacturing standards.
Sincerely,
**** *******Initial Complaint
Date:09/12/2022
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 paid for our new chair and maintenance kit , plus delivery . We received our new recliner on January 14, 2022 . The chair fell apart the very next day . Call for warranty service and service technician said the chair was poorly assembled . Technician said he had to order part ! Ok this is fine ! We rescheduled our vacation to accommodate next service appointment. The store called the evening before appointment and cancelled because technician no longer works for them . We had been going round and round With furniture store . We want a new replacement chair or all our money back . Store keep giving me run around with no call backs , so I drove 45 minutes on way to go to store and talked to **** ********* to get some answers . He claims corporate will not give him a answer and he understands my frustration. Still no response . We would prefer them to pick up the chair and give all our money back or credit to our charge card ! Or order us a brand new chair , deliver the chair , set up the chair , take back the original chair and provide us a new full warranty. Still no response from store or corporate . The chair broke right after delivery , we been waiting 9 months to get this resolved and not resolved yet . We paid near $2000 for the recliner. We cannot even use it as the chair is broken . Again we have refused the repair after the technician cancelled on us ! Why we cannot get a new replacement chair with full warranty makes no sense to me ! We do not want a chair that as the original technician said is poorly assembled. You can even see the staples in fabric . Why do we need to wait months for service . Why are appointments not kept and cancelled at the last minute ? Keep in mind I had to call to find out the technician no longer work for the store . Please assist us and please help us get this resolved would be appreciated. Regards ***** ****** ************Business Response
Date: 09/14/2022
Dear BBB,
Thank you for
contacting us about this customers concern.
La-Z-Boy offers
a lifetime parts warranty on metal mechanism, spring, frame, & base parts.
La-Z-Boy offers a one-year labor warranty from date of delivery. We had a
tech out to customers home as customer stated chair is making noises and mech
needed adjustments. We have sense ordered the necessary parts needed to resolve
customers concern, customer has received the parts & repair is estimated to
take 15 minutes to complete. Once customer receives parts, we scheduled
customer to have parts install on August 13th. We called customer 24
hours before service visit and advised him we would need to get him
rescheduled. Customer was upset and
asked for a new chair instead of allowing us to reschedule. We had our next
level review to see if customer was elidable for replacement chair, but
approval was denied as customers concerns can be resolved by having tech
install parts already in customers’ home., We have sense reached out to customer
to advise we need to continue with repairs at this time and would like to offer
compensation for the inconveniences customer experienced from service visit
needing to be rescheduled but were unable to reach customer and have been
waiting to hear back. We additionally had our service provider reach out to
customer and offer August 26th as his new date for service. Customer
advised he would need a Saturday service appointment. Our service provider was
able to accommodate and offered customer Saturday September 24th but
when service provider called to offer date for service customer refused to
allow us to schedule.
At this time,
we will not be honoring customers request for a full refund or a new chair as
customers concerns can be resolved through service. We ask that customer contact us back to move forward with scheduling. We respectfully ask
for this case to be closed as we have reached out to customer to provide with a resolution and are waiting to hear back from customer.
Kindest
regards,
La-Z-Boy
Incorporated
**** *.Comfort Care
Representative
********Customer Answer
Date: 09/14/2022
Complaint: ********
I am rejecting this response because:
Lazy Boy Co . Has A Unacceptable Response And Unacceptable Excused , Plus Lies .
The Cancellation Was Friday Late In The Work For A Saturday A Next Day Appointments. Yes I Said Next Level Service Has Reached Out , But We Work . I Told Them This .
Lazy Stretches Out Service So Long The Chair Is Almost Out Of Warranty ! Why This Is And Is Unacceptable.. The First Technician Said The Chair Is Poorly Assembled .. I Would Like A Replacement Chair With Full Warranty / If My Request As Expected By Lazy Box Will Not Accept , Then Schedule A Saturday Repair , So We Are Available. Plus After Repair Extend Warranty For One Year Full In Home Coverage . Lazy Box Is Covering Up There Own Actions , And I Honestly Tell You They Are Not Telling You The Truth. I Have Reach Out To Them Several Times Via Phone , Then Drove To The Store And Talked To **** / Service Manager / He Had Little Record Of Me Reaching Out . We Had To Adjust Our Vacation To Accommodate The Later Day Service Technician That Cancelled . The Cancel Was Not A 24 Hour Notice Either ! Plus I Had To Drive 3 Hours To Go To Store , Wait To Kind Someone To Talk To And Drive Home ! This Is My Time And The Cost Of Gas For My Vehicle . We Do Not Feel We Are Asking To Much ! I Read All The Complaints Against Lazy Box From Customers ! If I Could Wear A T - Shirt That “ Your Stupid If You Buy Furniture From Lazy Boy “ I Would . Lazy Boy Products Are No Longer Well Built , There Customer Service Is Terrible . They Do Not Tell The Truth And Corporate Does Not Respond . In All My Years In Customer Service , I Would RATE LAZY BOY AT POOR / If There Was A Lower Rating I Would Assign It To Them As They Deserve It . Lazy Boy As Shown Does Not Care About And This Is Sad For Such A Big Corporate Company .
Sorry I Am Totally Not Impressed Nor Satisfied With The Length To Get Service And The Performance Insurance Of Their Product . Sincerely, ***** ****** ************ Ps . Either Replace It With Full Warranty , Repair It And Extend Warranty For One Full Year In Writing , Or Refund Us All Our Money And Schedule Pick Up . Simple To Get Resolved - ***** ******
***** ******Business Response
Date: 09/21/2022
Dear BBB,
Thank you for alerting
us to this customer’s concern.
We have authorized
and processed a replacement on this customer’s chair and have advised the customer
of such.
With this, we
feel that the customer’s concern has been resolved and kindly request that this
case be closed.
Kindest
regards,
La-Z-Boy
Incorporated
******* *.
Comfort Care
Representative
CM******Customer Answer
Date: 09/22/2022
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:09/12/2022
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.
Order was placed 10 months ago under the impression that it would be delivered in 4-6 months. I received zero updates and it was borderline impossible to get ahold of the store for an update. Finally i got a delivery date. An hour after my delivery window passed, they still did not arrive. I finally received a call from the supposed store manager that the chair was defective and could not be delivered. It is now 10 days later, and they have taken my money without product being delivered, or any sort of resolution.Business Response
Date: 09/21/2022
Dear
BBB,
Thank
you for contacting us about the customer’s delivery concerns.
We
have looked into the customer’s sales ticket with their store of purchase. We have
provided the customer a total of $327.99 in discounts off the sale due to their
delivery concerns. Additionally our records show the chair has been
successfully delivered on 9/20/22.
As
delivery has been completed and discounts applied we respectfully request this
case be closed, we consider this matter to be resolved.
Kindest
Regards,
La-Z-Boy
Incorporated
*****
*.
Comfort
Care Representative
********Customer Answer
Date: 09/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is mostly acceptable. I still have received zero contact from corporate care, as requested, to detail all of the failings. I am not satisfied fully, but will agree to close this without any further contact if that is their prerogative.
Sincerely,
***** *******Initial Complaint
Date:09/12/2022
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.
I have an $1,100 Laz boy recliner which is in need of repair. I started the process in April 2022 after my part was delivered to my door. No one would return my email or phone calls. My last email was in June 2022. Someone finally contacted me in early September 2022 to schedule a repair. The repair date came and went and no one showed. I left 2 voicemails and called corporate. Spoke to a rude lady in the corporate office who said there’s nothing she can do outside of send them an email and wait days for them to respond. I asked to speak to a supervisor; which was denied. After going back and forth with her she hung up. I called back and was hung up on immediately. I’m very dissatisfied with Lazboy and want them to honor the warranty my furniture was guaranteed when purchased.Business Response
Date: 09/27/2022
Dear BBB,
Thank you for
contacting us about customer's concerns.
We have reached
out to the service department associated with customers store of purchase asking they
reach out to customer to have this matter resolved. We do not have access to
this customer’s service history or sales records as they purchased from an
independent store who have a separate service department. We provided store
with customers contact information & created case ****** to
document customers concerns & keep track of our email correspondence as we work with customers store of purchase to have this matter
resolved.
Customers request to have service completed will be honored. We are actively working with
service department associated with customers store of purchase to work out a resolution
for customer & ask that this case be closed at this time.
Kindest
regards,
La-Z-Boy
Incorporated
**** *.
Comfort
Care Representative
********Initial Complaint
Date:09/12/2022
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.
We purchased a brand new sofa and love seat from La-Z-Boy Furniture in December 2021 (with delivery in March 2021) for $2800. In less than 18 months, the seam is pulling apart on our sofa cushion. I contacted our local store and sent pictures. The sales manager was very responsive and indicated that it looked like it was a manufacturing defect. She forwarded the images/concerns to the corporate office and indicated we should hear from customer service in the next few days. When we did not receive a return call in over a week, I reached out and asked for the customer service numbers so I could contact the company myself. After several phone calls, emails, and text conversations with customer service, they have determined that the seam separation is "normal wear and tear" and falls outside of the 12 month fabric warranty on the sofa. The rest of the furniture, outside of this seam, looks brand new. Customer service also looked at the pictures we sent and stated it is not a seam issue that they determined the piping is coming out of the cushion and it is not a seam issue. This is not the case. There is no damage to the piping and it is not visible. As a family with young children and a dog, we also decided to purchase the extended warranty on our furniture. We know accidents happen. The seam failure is not covered under the extended warranty "because the damage was not caused by us (burn, spill, cut, etc.) in a specific incident".
The only solution that has been offered by La-Z-Boy is the "opportunity" for us to purchase a new cover for the $241 +$13.99 handling fee. We are still paying for our furniture under the 24 month credit promotion!Business Response
Date: 09/15/2022
Dear BBB,
Thank you for
alerting us to this customers concerns.
The La-Z-Boy
warranty provides lifetime protection against defects for the parts of the
mechanism, frame, springs, and base. Electrical parts maintain a three year
warranty, the cover and cushions maintain a warranty for the first year of
ownership, and labor is covered for the first year of ownership. For additional
warranty information, please visit our website at *************************************************************
The customer took
delivery of their furniture on March 05, 2019 and La-Z-Boys service and
warranty department, Comfort Care, was not made aware of concern with the
furniture until well after the fabric warranty had expired.
Although the customer is outside of warranty and their concern appears to be
caused by in-home use, La-Z-Boy did offer to discount the cost of a seat sewn, as a courtesy. Customer declined to proceed with service.La-Z-Boy does not offer extended warranty on our furniture, though stores do offer protection plans. For this store, the protection plan is offered by *******. Customer would have to review terms and conditions for this plan.
La-Z-Boy
.
Please let us know
if additional information is needed to close this complaint.
Kindest regards,
Incorporated
***** *.
Customer Service
Representative
********Customer Answer
Date: 09/15/2022
Complaint: ********
I am rejecting this response because: We purchased our furniture in December 2020 and took delivery of our furniture in MARCH 2021. The seam is not torn but pulling apart due to a manufacturing defect (not enough fabric at the seam). All we are asking is that La-Z-Boy stand behind their product by authorizing a repair or a replacement cover.
Sincerely,
**** *******Business Response
Date: 09/16/2022
Dear BBB,
Thank you for alerting us to this customer ongoing concerns. We have reviewed again and would like to provide clarification and apologize for errors made on
our previous response.
The La-Z-Boy warranty provides lifetime protection against defects for the
parts of the mechanism, frame, springs, and base. Electrical parts maintain a three-year
warranty, the cover and cushions maintain a warranty for the first year of
ownership, and labor is covered for the first year of ownership. Our product
specialist reviewed photos of concern and confirmed seat cover has abrasion
from heavy use. If customer was still inside one year warranty for
manufacturing defects on cover, repairs would be on a charge basis still as we
do not consider abrasion to be a defect but rather in home damage from heavy
use.
The customer took delivery of their furniture on March 05, 2021, and La-Z-Boys
service and warranty department, Comfort Care, was not made aware of concern
with the furniture until after the fabric warranty had expired. One year warranty
on cover ended on March 5th, 2022. Although the customer is outside
of warranty and their concern appears to be caused by in-home use, La-Z-Boy did
offer to discount the cost of a seat sewn, as a courtesy. Customer declined to
proceed with service. Customers new
seat cushion cover has a zipper so they could self-install new cushion cover to
completely resolve, a tech would not be needed. At this time, we ask that
customer contact us if they would like to have new seat cushion cover ordered at
discounted rate to self-install in order to resolve in home damage to sofa.
Kindest regards
La-Z-Boy Incorporated
**** **
Customer Service Representative
********Customer Answer
Date: 09/19/2022
Complaint: ********
I am rejecting this response because each representative who reviewed the images of our damaged cushion has provided a different explanation of the damage/cause of damage. The initial review was described as a "defective seam", the second indicated the damage was caused by "visible broken piping" (obviously not the case), and now it is supposedly the result of "heavy use". It appears the company will make any excuse possible to avoid taking responsibility for a poorly constructed seam.I attached additional photos to show the excellent condition of the rest of the sofa. If the damage was caused by "heavy use", I expect you would see significant damage on other cushions, pillows, and the rest of the fabric on the damaged cushion. The damage would not be limited to a 3.5" section of a single seam.
All we are asking is that the company repair the seam on the defective cushion or replace it if it cannot be repaired.
Sincerely,
**** *******Business Response
Date: 09/21/2022
Dear BBB,
Thank you for alerting us to this customer’s concern.
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.
As the customer
is outside of the aforementioned part and labor warranty for the cover, any
service provided by La-Z-Boy Comfort Care would be on a charge basis due to being
outside of the warrantied period.
As a courtesy, the
customer was offered a discounted rate for the part cost. As an additional courtesy,
we will offer to waive the labor necessary to install the replacement part. The
customer would be responsible for the cost of the part per the warranty signed
for. The customer is able to seek assistance locally as well.
If the customer
would like to proceed with resolution we request that they contact Comfort Care
at ***** ********. We kindly request that this case be closed.
Kindest
regards,
La-Z-Boy
Incorporated
******* **
Comfort Care
Representative
********Initial Complaint
Date:09/08/2022
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 furniture on 02-21-2022 for total amount of $8,789.99 from La-Z-Boy Furniture Galleries *** ****** *** ****** ****** ** (Sales Ticket # *********). The furniture was delivered on August 5, 2022. The delivery guy checked out the furniture and said the Greyson Power Recliner Sofa was not working properly and we had to call La-Z-Boy cus***er service to schedule a repair. It took over 2 hours to get through to La-Z-Boy cus***er service … this is ridiculous!!!! On August 23, 2022 a repair vendor informed us parts were broken and he would order the parts and we would receive in approximately a week. On September 8, 2022 we still had not received the part. We called
La-Z-Boy again and waited for over 1 and 1/2 hours before someone answered. We were informed La-Z-Boy had switched repair vendors and the part was never ordered. We were told that the part would be ordered and the new repair vendor would be in touch with us. So much of this is unacceptable and shows a complete lack of caring about cus***er needs. This has been our worse cus***er service experience during our lifetime. We have our responsibilities in life also and do not have time for this nonsense. Other potential cus***ers need to be aware of this also.Business Response
Date: 09/10/2022
Dear BBB,
Thank you for bringing this cus***er’s concern to our
attention.
The parts that were ordered for the cus***er shipped from
the plant on Friday, September 9th and, per ***, will be delivered
to the cus***er’s home by the end of the day on September 13th. A
work order has already been submitted to our local service provider who will be
calling the cus***er within the next business day, if they have not done so already, to
schedule installation.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
Case# ******Customer Answer
Date: 09/13/2022
Complaint: ********
I reject their response at this time. I will not be satisfied until the repair company and part are here, the sofa’s issue is fixed and we are able to use the La-z-Boy sofa recliner satisfactorily.I am grateful for the service BBB provides and look forward to any recommendations. I am 67 years old and we are a first time filer. I sincerely appreciate the progress thus far.
Thanks in Advance,
*** *********Business Response
Date: 09/17/2022
Dear BBB,
Cus***er has been service by one of the local service providers. Parts have been installed and sofa is operating properly.
we asked that this complaint be closed.
Kindest regards,
La-Z-Boy
Incorporated
***** *
Comfort Care
Representative
Case#******Customer Answer
Date: 09/19/2022
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:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We ordered a couch and love seat from La-Z-Boy on Jan 23 and were quoted 4-6 months. Originally were told that it would be June or July. In June, were given a target date of Aug 21. On Sep 2, I went in and found that the target date was slipped to October 21 and that the contract said up to 42 weeks. No communication whatsoever about the slippage, expected delivery, or reasons for any of this unless we went in to the store and asked. Now, they say that their 42 weeks is only an estimate and that we owe a 25% restocking fee regardless of when I cancel. They are committed to NOTHING (delivery could be years) but we have to pay $1500 to cancel an order for a couch that has never, is not being, and may never be delivered. I have all of the responsibility in this "agreement" while La-Z-Boy has absolutely none. According the the rep, they can deliver it a year, two years, any time in the future that they wish. However, I can not cancel the contract without stiff penalties. The local store says that we can't contact anyone else in the company and even acknowledged that they don't get answers either.Business Response
Date: 09/23/2022
Dear BBB,
Thank you for
alerting us to this customer’s concern.
We have reached
out to discuss with the customer’s store of purchase, and they have advised
that the customer was advised of production lead times of up to 42 weeks at the
point of sale.
We kindly
request that this case be closed.
Kindest
regards,
La-Z-Boy
Incorporated
******* *.
Comfort Care
Representative
********Customer Answer
Date: 09/26/2022
Complaint: ********
I am rejecting this response because: 42 weeks is in the contract. Yes. However, the store also told me that there was no commitment on ********* part on ANY DATE. When I said that meant that they could drag this out until I died and then go after my heirs, the store acknowledged that was true. I wanted to cancel the contract after the 42 weeks expired, but the store said that they had no actual obligations in the contract except to deliver a couch some day... maybe... or maybe not. The 42 weeks is not actually any obligation on their part. Either way. I can not move forward with completing my living room until THEY decide to deliver something to me, whenever that happens to be. I just want to be able to get out of this contract after Nov 13 (the 42 weeks) and buy a couch from a reputable company who can deliver. What is a reasonable time commitment from *********? A year? Two years? The store will not commit to anything.
Sincerely,
***** *********Business Response
Date: 09/29/2022
Dear BBB,
Our furniture is built by hand in ***** *******. As a
result, we are working to complete orders for our customers as quickly as we
can while maintaining the health and safety of our workforce.
We are working to maintain a stock of the necessary parts,
poly, and covers to allow us to continue to produce furniture with minimal
delays. Unexpected delays do still happen and these are not the fault of La-Z-Boy.
Our retailers are not franchises, rather they are independently
owned and operated dealers. Because of this, we do not have access to their customer
information, sales information, or service information.
We have contacted the dealer for the customer’s store of purchase
and they have provided a signed copy of the customer’s sales paperwork. The
note for special orders states: “Please allow up to 25-42 weeks for delivery.
92% of orders arrive within that time frame. Order times are estimates based on
current production schedules and cannot be guaranteed. Please read all
conditions of sale on the reverse side.” A time frame of 42 weeks would have
this customer’s printed estimated delivery timeframe ending November 13th.
There is no record of the customer being promised 4 to 6 months for delivery.
On the reverse side of the signed sales paperwork, under the
Special Orders section, it states: “Not subject to cancellation or exchange. A
restocking fee up to 50% of total sale will be retained on orders cancelled by
customer after 48 hours of placement.” It then goes on to state, under the Exchanges/Cancellations
section: “Special order merchandise excluded from exchange and cancellation privileges.”
The dealer the customer purchased from owns and operates
many of the stores in ***** but they do not own any ********* locations as ********* is not a La-Z-Boy retailer. If the customer has been speaking with
********* regarding their order, then they would not be speaking with the store
from which they purchased.
We are working to provide the customer’s furniture as
quickly as possible. All information we have on this order shows that it is currently
in production and, once it’s completed, it will ship to the customer’s store of
purchase and they will contact the customer.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
Case# ******Initial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order was placed on November 20, 2021 (ticket number *********) for two sofas for my parents along with a deposit for payment. I was notified they had come in and provided a credit card to pay the full balance for both sofas, the delivery fee was waived because of how long it took for the order to arrive. Delivery was scheduled for both sofas mid-June 2022. Only one sofa was delivered. After calling to find out what happened, they told me the other wasn't delivered because it was damaged. I called the store weekly for updates. Their response each time was they e-mailed the warehouse for an update but got no response. About mid-August, I asked for a final resolution within 2 weeks or I wanted a full refund on both sofas. They sent a manager to visit the warehouse to find my sofa. They told me that the sofa wasn't damaged and would be delivered on Sept 1, 2022. They called me on August 31, 2022 to indicate the warehouse wouldn't release the sofa for delivery and that I could call the store for a full refund. I'm seeking to have the sofa delivered and to get a partial refund for the delay.Business Response
Date: 09/10/2022
Dear BBB,
Thank you for bringing this customer’s concern to our
attention.
We have contacted this customer’s store of purchase. The
customer is currently scheduled for delivery on Thursday, September 15th.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
Case# ******Initial Complaint
Date:09/01/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have already complained once about this, but can't find the complaint number.
In May of 2021, I ordered a custom sectional sofa from the La-Z-Boy showroom in ******* ****** **. I waited 10 months for this sofa, which cost me @$5005.39. It's white, and was delivered with nothing but a dirty tarp on it. No plastic wrap or anything. The piping is crooked, the front of the seat cushions are rippled, and there are seams in the front and back which are not on the display sofas.
La-Z-Boy sent out a contractor to see the sofa. The man agreed with me, but did not work directly for La-Z-Boy. I did not hear from the company in the 2-3 days he said I would, so after about 2 weeks I called them. I was on hold for 2 hours. That's when I contacted the BBB. They sent a repair contractor out to fix the arm, but it is still puckered. This man also agreed with me about the sofa not being right. He also said I would hear back in 2-3 days. After 2 weeks, I
e-mailed ***** *, the customer service rep who I had been in contact with at La-Z-Boy, asking for either a new, correctly made sofa, or a complete refund. It has been 12 days since then, and I have had no response. I don't want to sit on hold for another 2 hours. Please help. I only want the sofa I paid for. Even the display sofas look better than the one I got, and they have had many people sit on them.Business Response
Date: 09/21/2022
Dear BBB,
Thank you for contacting us about *******
concerns with her piping and cover.
We have reviewed the customer’s service
and have decided to allow the customer to reselect. As waving in the piping is
to be expected we have advised the customer to reselect a different style
without piping. ***** has been advised of the process of reselection and has
agreed to move forward with this option.
As we are honoring the customer’s
request to have the sectional replaced 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: 09/21/2022
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:09/01/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The delivery of the chair was around 12-2019, my case number is ****** and the basis for this complaint is that the fabric is covered by a 3 year warranty against certain types of stains. The company first said there is no 3 year warranty, even though we have the documentation about the 3 year warranty. Then the company said the warranty is through a 3rd party which is not accurate either. Lazyboy forwarded me to one of their service companies in my town, that company came out and said it was not cleanable and took several pictures and I paid them $75 for the service. Lazyboy now says, instead of that company I need a cleaning company to come out and that they do not have a copy of their service techs report that I paid for. Last week they said they have it but needed something more. The warranty states that I have to follow their cleaning guidlines which I have done to a "t" and the fabric is not cleaning up. I am getting the run around and it has now been 3 weeks since the filing of the claim and it has not moved anywhere within their company.Business Response
Date: 09/10/2022
Dear BBB,
Thank you for bringing this customer’s concern to our
attention.
The La-Z-Boy warranty provides lifetime protection against
defects for the frame, mechanism, springs, and base for as long as the original
owner owns a piece of furniture. Most fabric and cushions maintain a one year
warranty against defects and iClean fabrics maintain a three year warranty
against some stains. Labor is also covered for the first year of ownership.
Warranties are voided by evidence of excessive soiling, improper cleaning or
treatment, abuse, or abnormal use or use contrary to the advisories or instructions
contained within the warranty. For additional warranty information, please
visit our website at https://www.la-z-boy.com/content/CustomerCare/parts-warranty.
Our retailers are not franchises, rather they are independently
owned and operated dealers. As a result, we do not have access to their customer
information, sales information, or service information. We have contacted a
local store to investigate and assist with this concern.
This customer’s chair is upholstered with our
iClean fabric, which is a series of fabrics resistant to stains from many sources. This specific fabric has a W
cleaning code, meaning that a water-based cleaning agent or foam should be used
to provide any cleaning. We recommend professional cleaning but, in the event
professional cleaning isn’t possible, we do provide a square of the fabric
attached to the frame underneath the unit for the purposes of testing cleaners,
as we cannot test every brand of cleaner with every cover we produce.
The photos provided by the dealer after the technician’s
visit appear to show an accumulation over time; it is unclear what the source of this buildup is and whether it would normally be covered. As stated in our
primary warranty, improper cleaning and excessive soiling can void warranties.
We recommend the customer obtain professional cleaning to remove the
accumulation of dirt on their chair.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
Case# ******Customer Answer
Date: 09/12/2022
Complaint: ********
I am rejecting this response because:As I said when I made the warranty claim, I did follow the clean instructions as the stain happened but the material no longer cleans up. I will pay to have it professionally cleaned and the likely outcome will be that the material will no longer clean up at the stain site. If that is the case I would like lazyboy to then cover the repair or replacement. If lazyboy agrees to this I will have it cleaned.
Sincerely,
*** **********Business Response
Date: 09/15/2022
Dear BBB,
As it stated in our primary warranty, improper cleaning and excessive soiling can void warranties. We will not offer replacement. As a final courtesy to the customer, we can offer a 20% discount on a new purchase, which can be used in combination with current sales and promotions. If the customer would like to accept this offer, we ask that they contact our Comfort Care department by phone using ************.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
Case #******Customer Answer
Date: 09/28/2022
Complaint: ********
I am rejecting this response because:I had the chair cleaned by the same company that does lazyboy warranty work. All of the stains came out except the one on the headrest from body oil. As stated to lazyboy previously, this stain occurred from sweat after mowing etc and the fabric has broke down and can no longer function as designed. I have raised this exact problem previously and was told it wasn't cleaned properly, even though I followed the directions given to me by lazyboy. This chair has always been cleaned according to their instructions but after a little more than 2 and a half years it can no longer stand up like it used to.
Sincerely,
*** **********Business Response
Date: 09/28/2022
Dear
BBB,Thank
you for contacting us about the customer’s concerns with their leather.La-Z-Boy
offers a 3 year warranty for the I-Clean fabrics covering stains from the below
list only. Human sweat not being on this list, a stain from sweat after mowing
would not be a warranty concern. Fabrics and leathers are dropped from our line
two times a year to keep with current fashions and trends, should a fabric or
leather be removed from our line and no longer available for service we would
not be able to provide new upholstered parts. A 20% discount off of a new
purchase has been offered as a courtesy to accommodate the customer.
Beer
Chocolate
Coffee
Washable marker
Dirt
Ice cream
Jelly
Juice
Ketchup
Milk
Soda
Salsa
Tea
Wine
Urine
Blood
We
have offer a 20% discount off of a new purchase to resolve despite their claim
being a non-warranty concern. We strongly recommend the customer reconsider the
offer as this will be our final offer in this matter. We respectfully request
this case to be closed.
Kindest
Regards,
La-Z-Boy
Incorporated
*****
M.
Comfort
Care Representative
CM ******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,
*** **********
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