Business Profile

Furniture Manufacturers

La-Z-Boy Inc.

Headquarters

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

610 total complaints in the last 3 years.
91 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:01/06/2025
Type:Service or Repair Issues
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 our couch on 12/15/23. Delivered 2/23/24. September of 2024 noticed foam seats and back were breaking down. On both of the recliner seats of the couch, your bottom falls through a hole, and your back and bottom hit the wood framing of the couch. We cannot sit on this couch at all. 10/3/24 tech arrived to inspect. We requested the Upgraded Tempur Foam. The Tech said he will advise replacement foam. 10/4/24 I received an email from ******* *******r Service Rep, telling me that only the original foam could be ordered as a replacement part. 10/24/24, foam replaced. Noticed no difference after the replacement. Called Lazboy customer care, to advise of situation. Appt set for 12/5 to come back out. Appt got cancelled due to needing another Tech to come evaluate the foam issue. Customer care advised the same tech must evaluate and advise. 1/2/25 Tech **** arrived, sat on the cushions, and said it was the same issue as previously inspected. He would order new foam. 1/3/24 I called customer care to get an update on what will be done to correct this issue. I was advised that the SAME foam that came originally, and what was replaced the second time will be ordered! I said, NO, that foam is not conducive with the structure of the couch, and we either wanted the upgraded Tempur Foam or a credit of the purchase price,
$ 4157.99 +$498 Leather warranty, to purchase another couch. Awaiting response from Escalation team. Bottom line, the structure of this particular couch, and the Standard foam that was used are not compatible with each other. A "third" replacement of the SAME foam is not acceptable as a fix. We cannot use the couch at all, as your back hits the wood frame and causes pain. We have been a customer of Lazboy for so many years and have had many purchases. I hope we come to a mutually favorable resolution quickly. WE NEED A COUCH! Originally purchased from Lazboy in Oxnard California. Sales Ticket # 1********
Business Response
Date: 01/07/2025
Dear BBB,

We are sorry for any frustrations that this customer has
encountered throughout their service experience.

Escalation has submitted the customers’ concerns to our
Product Specialist to review. Our Product
Specialist determined that this is a perception concern, there are no defects;
however, we can provide the upgraded Tempur-Response poly parts to
resolve. Due to these parts not being
ordered at the time of production of the sofa, the cost of the parts and labor
is the customer’s responsibility.
Escalation advised that they will contact the customer to further
discuss options to resolve which will include a replacement of the sofa, so
they can order with the upgraded poly and/or service to install upgraded poly
seats and backs and the cost to have that completed.

We kindly ask that this complaint be closed as we are providing
options to resolve.

Kindest regards,
La-Z-Boy Incorporated,
******
Executive Escalation Specialist
** *******
Customer Answer
Date: 01/09/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22764396, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:01/01/2025
Type:Product Issues
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 9/7/24 I purchased a ****** sectional for $11,818.00 at the ******** in **********, **. The sectional was scheduled for delivery 0n 30 October 2024. On the morning of delivery, the delivery team could not connect the armless recliner to the stationary seat because it did not have the brackets needed to connect it. We called ************ and they ordered the brackets and said a technician would come to install them. We also told them there was a small tear in the fabric of one of the pieces, which they told us the technician would take care of. The brackets arrived, and so did the technician. He repaired the tear and also noticed two back panel pieces had excess material so he ordered replacements, however, he could not connect the armless recliner because the wrong brackets were ordered. Replacement pieces were ordered for the seat backs, and when they arrived, the technician returned. He was not able to do anything because what was sent was not what he asked for. The two motion pieces that have excess material are an inch shorter from the top of the frame to the floor than the other pieces, causing the seat backing to gather. The technician also told us the bottom of the armless sectional was not built correctly, and there was no way to connect it to the stationary seat. Again, we called ************ who said they would escalate the issue and they offered us a compensatory payment of around $400 as part of the escalation. We declined and told them we wanted the sectional fixed. On 12/30/24, I reached out to ******** and was told they determined the sectional was built to standard and they exhausted all that warranty/service could do and to call the store where we purchased the sectional. This is clearly a service issue but ******** is not providing the support we are entitled to. This is very poor service and unacceptable for furniture at this price point.
Business Response
Date: 01/02/2025
Dear BBB,

We are sorry for any frustrations that this customer has encountered throughout their service experience.

The technician reported to the customers home on 12/09/2024 to complete the repairs needed. The technician advised that the wrong bracket was sent for the armless unit and the back panels ordered were the same size as the current back panels. The technician also did state the back frame of this unit does sit about an inch below the armless stationary unit. We sent this report and the photos to our Product Specialist to review. They advised that due to some units being motion units and some stationary, alignment will vary and based on the style of these units, they appear to be within an acceptable range.

We had ordered all 4 brackets for both the Console and Power Armless unit to ensure that the technician will have the correct bracket(s) to install. Based on the technicians report and photos, the unit that is sitting lower is the same unit that is not properly connected. We believe once these brackets are properly installed, the unit will align more with the other units.

As we are now actively working on resolving the customers concerns with her chair, we respectfully request this case be closed.

Kindest regards,
*********************,
******
CM 884536
Customer Answer
Date: 01/10/2025

Complaint: ********

I am rejecting this response because: The response suggest to me that ******** still does not understand the defects in their workmanship. Their response mentions brackets to connect the armless recliner to the console. The armless recliner is already connected to the console. That has never been an issue. It was not described as an is by the technician and it has never been mentioned by me. The armless recliner is not connected to the stationary seat. The stationary seat has brackets where the armless recliner does not have them on the side that needs to be connected. I also reject the explanation that the misalignment is because of the motion pieces. I have three motion pieces. One of them is 37 inches from the top of the frame to the floor like the four pieces it is connected to. The other two are 36 inches. The seat back on the 37 inch motion piece is perfect. There is no bunching of the fabric at the bottom and it looks clean when the piece is upright. The 36 inch pieces clearly show the seat backs are too long. About an inch too long to be exact which causes the fabric to look sloppy when upright. You can see it in the pictures. I have seven pieces, five are 37 inches and two are 36 inch. If the seat backs did not look the way they look upright, I could live with the height differential because it is not obvious. However the backs of these pieces are exposed and the seat backs are very visible as are the flaws. Yes we have been notified brackets were orders and we've already received some. That does not address the seat backs and I am not confident what has been ordered will be sufficient. It has been 72 days since this sectional was delivered. I suspect it will be another 72 before we are satisfied with this purchase and rest assured there shall never be another from ********. I am working with the store manager and will continue to do so until this is resolved but I will not withdraw this complaint because should have not had to come to this. However, your service department and specialist chose to dismiss us in a very flippant manner. The customer is NOT always right, but in this case more effort should have been given before simply telling us to call the store who in turn, coordinated what service should have coordinated.

Sincerely,

********* ******
Business Response
Date: 01/14/2025
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience. Upon review of the customer's measurement concerns we found the customers furniture to be built up
to manufacturing specifications; from a repair standpoint, there is nothing we can do to resolve the customers concerns.La-Z-Boy products are hand crafted and variations from standard dimensions in like items and appearance can occur.
We kindly ask that this complaint be closed as the customers furniture is within our measurement variation allowance and meet manufacturing specifications.
Kindest regards,
*********************,
Ashleigh
E-Commerce Coordinator
CM #******
Initial Complaint
Date:12/05/2024
Type:Service or Repair Issues
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.
Trans date. 2/8/24
Del date 3/26/24
Finish of leather is degraded (see attached photos)
Paid $5,200.18
Called about issues 11/19/24
Service tech came 11:27/24
I was told that our body oil is the cause of the problem.
I was told I didn’t follow the cleaning instructions on there website
I was told I needed to wash all the surfaces with distilled water Ivory soap and use a white cotton cloth three times a week to prevent the discoloration
The website says that the soap and water cleaning process was for “Stain cleanup “.
Neither my husband nor I have excessive body oil or use lotion or creams more than usual.
I can not see how just letting your skin touch the leather would void the warranty.
The customer service representative said that they would be willing to replace the damaged seat cushions but the armrest and back replacement would be billable at over. &1,000.
I would like a full refund for this product
I don’t feel a replacement would solve this problem. I don’t want to be a slave to my “Lazy Boy “ having to shampoo my sofa every other day to keep it clean.
Business Response
Date: 12/05/2024
Dear BBB,

We are sorry for any frustrations that this customer has
encountered throughout their service experience.

Upon reviewing the customer’s concerns, we have approved for
a reselection of their sofa. A reselection is when the cost of the unit is
issued back to the customer’s original store of purchase so that they may
choose a new unit.

We kindly ask that this complaint be closed as the customer
has agreed to receive a reselection of their unit.

Kindest regards,
La-Z-Boy Incorporated,
******
Executive Escalation Specialist
CM # 882962
Initial Complaint
Date:12/01/2024
Type:Customer Service Issues
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 complaint has to do with the response to a defective product and unwillingness of the retailer to work with me to resolve the situation. I purchased a power recliner from this location in October 2019. We purchased extended warranty as well as made the purchase with the LazBoy lifetime warranty in mind. We have worked with their warranty service twice previously due to defective mechanisms that caused the chair to lose bolts, make excessive noise when reclining, and having the seat fall out of place. The first service call with Guardian (8/2021) resulted in a declined claim, saying the noise we experienced was within acceptable parameters. The problems with this chair worsened with time and the company sent another warranty company ******* to our home in June 2023. At that time the technicians replaced both sets of reclining mechanisms. A little over a year later, and the chair is failing again. Today, as I was decorating for Christmas, I noticed one of the back legs is bent and not sitting flat on the floor. When I discussed this situation with the General Manager, **** in June 2024, he said there was nothing he could do, and offered to provide a discount on a new chair-- rather than be willing to help fix this one. I am disgusted with the service I have received at this store, and am considering small claims $court to have the issue resolved. I've spent over $7500 at this store on furniture. You'd think the reputation of the company would be important enough to take care of a complaint of this nature.
Business Response
Date: 01/27/2025
Dear BBB,

We are sorry for any frustrations that this customer has encountered throughout their service experience.

******** 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 manufacturers warranty: ************************************************************.

This customer purchased the chair in 2019. On 08/21/2021 the customer called into ************ for service due to the chair making a clunking noise while in motion. Although the customer was outside of the ****** labor warranty, the labor charge was waived. The technician advised that new mechanisms were needed. On 10/14/2021 the technician installed the mechanisms and advised that there is still some noise,which is normal for a unit that has been in the home for 2 years. The customer did not agree the sound is normal due to the chair they received on 09/21/2021 did not make that noise. ************ called and left a message advising we can have a different technician inspect. The next call from the customer was on 05/16/2023 because a bolt had fallen out of the unit. Again, the customer is outside of the labor warranty; however, the labor charge was again waived. On 06/15/2023, the technician reattached the bolts and brought the chair up to manufacturing specifications.

The customer can contact us at ************ to have the chair inspected and repaired.

We kindly ask that this complaint be closed as we were not aware service was needed and will work with the customer toward a resolution.

Kindest regards,
*********************,
******
Executive Escalation
CM 886392
Initial Complaint
Date:11/25/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased an Apollo loveseat on 9/2/24. It was delivered on 9/20/24. Upon delivery, it was noted that the drawer between the two loveseats was broken and not closing. The delivery person said that we could contact the service department at Lazyboy and that they would fix it right away. We called the service department and scheduled a visit for. 9/20/24 however, that appointment was canceled the day that the technician was supposed to be here because of an accident. We rescheduled the technician for 10/19/24 and when he came, he let us know that he needed to order a part to fix the seat. Once the part was in, we should call the service department and schedule the next technician to come and install it. It took several weeks and phone calls on my part to get the part for the seat and once it arrived, we scheduled a technician For 11/21/24. When that technician came, he indicated that the part that was ordered was incorrect and that he would need to order additional parts to fix the Furniture. I contacted ********* sales manager from the Lazyboy showroom in Plymouth, where we bought the furniture to let him know that we were very dissatisfied and would like to return the furniture. He let me know that the furniture could not be returned after three days after delivery. I asked if we could escalate this concern to someone who could make a decision regarding returning this furniture and *** indicated that he would speak with the store manager. After several calls to ***, over several weeks, I have never heard back regarding my concern. I Have little confidence that the integrity of this furniture is what we anticipated it would be based upon the quality of the drawer, difficulty and dissatisfaction with the technicians being able to fix the problem, and lack of concern and follow through with the Sales and store manager.
Business Response
Date: 11/25/2024
Dear BBB,

We are sorry for any
frustrations that this customer has encountered throughout their purchasing
experience.
This customer's ticket is under review. Once the
review has been completed, the customer will be contacted.

Kindest regards,

La-Z-Boy
Incorporated,
**********
Executive Escalation Specialist
CM 882239
Initial Complaint
Date:11/22/2024
Type:Customer Service Issues
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.
Back in Aug. I purchased a living set from La-z-boy. This included a sofa, love seat, chair and rug. These items arrive, but the wrong rug was ordered by the designer. Then they sent another, and again the wrong rug. I ordered this back in Aug. and today is the 21st of Nov . and they are telling me it will be another 30 days or longer with the holidays before another rug will arrive.
I have asked them to take it all back and refund my money, as I purchased a "set" and after repeated attempts, 3 months later, I still have not received what was ordered
Business Response
Date: 11/25/2024
Dear BBB,

We are sorry for any
frustrations that this customer has encountered throughout their purchasing
experience.

Upon reviewing this
customer’s concerns, we found that the customer has been in communication with
their store of purchase and the store has allowed the customer a refund for the rug.

We kindly ask that
this complaint be closed as the customer has agreed upon a resolution through
their store of purchase.

Kindest regards,
La-Z-Boy Incorporated,
********
Executive Escalation Specialist
** *******
Customer Answer
Date: 11/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22587435, and find that this resolution is satisfactory to me.

Sincerely,

***** ********
Initial Complaint
Date:11/18/2024
Type:Customer Service Issues
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.
This company refuses to honor my requests to be removed from their postal mailing list. I do not wish to receive any postal mailings from this company and I want them to remove my information from their databases. I have not made any purchases from this company, nor have I ever requested to be placed on their mailing list.
Business Response
Date: 11/19/2024
Dear BBB,

We are sorry for any frustrations that this customer has encountered.

We have forwarded the customers information to our marketing team and requested that the customers information be removed from the mailing list.

Kindest regards,
*********************,
********
Executive Escalation Specialist
** ******
Customer Answer
Date: 11/19/2024

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.Thank you.

Sincerely,

**** *******
Initial Complaint
Date:11/14/2024
Type:Service or Repair Issues
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.
Ticket ******** February 23, 2024, I purchased Pinnacle Wall Reclining Sofa and Pinnacle Power Wall Reclining Sofa w/Headrest + Lumbar for $7,091.43. Picked them up on April 20, 2024, complained there was not enough stuffing in the backs of both pieces. ***** said they could replace the backs, but after calling her store manager **** she said **** said "NO". ****** **** had Customer Service who contacted me and said she referred to La Z Boy Comfort Care who transferred to ******* Service Request #****** being evaluated. They transferred to Premier Furniture Service Job#***** PO#****** who ordered a huge box of stuffing from La Z Boy Dealer PO# *********** delivered to my home June 27, 2024 and one replacement back from La Z Boy Dealer PO#*********** delivered to my home August 23, 2024 and both setting in my home. I called ******* September 3, 2024, spoke with *** who said La Z Boy cancelled their contract with them so ******* no longer has a contract with Premier Furniture Services. I've spoken to numerous representatives from La Z Boy Comfort Care ****** ******** ****** and on September 17, 2024 spoke with ******* Customer Experience Supervisor who said he would review and get back with me in three (3) days. I requested he email me so I could send photos, I did and "NO" response. After thirty (30) day I contacted him and he said "the furniture was displaying normal gathering and is within manufacturing specifications." I am a disabled senior citizen who suffers from and receiving treatment Fibromyalgia, Arthritis and Anxiety to mention a few. I responded I wanted the backs replaced and 25% refund. I asked for a refund because this has been physically and mentally taxing on me not to mention how painful it is to set in under stuffed furniture with zero support! I have all the supporting documents from contacts and photographs of my furniture compared to La Z Boy on-line images. One of the sofas has an option for lumbar support, but no stuffing painful!
Business Response
Date: 11/18/2024
Dear BBB,

We are sorry for any frustrations that this customer has
encountered throughout their service experience.

This customer has had a technician to their home to inspect
both sofas. The technician reported that
blown fiber bags would be needed for the two end backs and a new back would be
needed for the middle unit on the power sofa.
The parts requested by the technician were ordered and the customer has
received them. The customer is
requesting that we replace all the backs on both sofas. If the concern is the lack of filling in the
backs of the manual sofa, we can order the blown fiber bags for that unit as
well. We ask that the customer contact
us either via phone or email to advise whether we need to order the additional
parts.

We kindly ask that this complaint be closed as the customer
is being serviced under the manufacturer's warranty.

Kindest regards,
La-Z-Boy Incorporated,
******
Executive Escalation Specialist
CM 881763
Customer Answer
Date: 11/22/2024

Complaint: 22545228

I am rejecting this response because: ALL of the back cushions need filling! In addition, I'm requesting compensation for the continued pain and suffering from having to sit on furniture that offers zero support that's caused additional pain from medical conditions. Because of these medical conditions, I purchased top-of-the-line furniture adding Tempur-Response (registered trademark) Memory Foam Cushioning for additional seat support for an additional $499.00.
When I picked up the furniture on April 20, 2024, I made ***** (employee) at La Z Boy aware and she said they could replaced the backs. She then called store manager **** and he said he would not replace the backs. Today is November 22, 2024, and I've been suffering with furniture that has zero support for over seven (7) months now.
The La Z Boy response to BBB from ******, Executive Escalation Specialist, has offered to order blown fiber bags for the Pinnacle manual sofa. I accept that offer and I would like La Z Boy to proceed!
I received a voice mail from *** ***** from La Z Boy stating they have set up an appointment with ** ******** a service provider to fix two (2) cushions on the Pinnacle Power Wall Sofa with Headrest and Lumbar on December 04, 2024. I am happy to proceed with this also. However, the middle portion will also need to be serviced.
Once all of the backs from both Pinnacle Sofa's have been serviced in an acceptable manner and look like the Pinnacle Sofa on the La Z Boy website and compensation has been given for pain and suffering, we will proceed with closing this claim.

Sincerely,

***** ******
Business Response
Date: 11/27/2024
Hello,
At this time, the customer has service parts in the home to repair one of the two units in question that were ordered after the previous service visit and service is scheduled for December 4th to go out and install the replacement parts.
No manufacturing defects were reported during the initial visit by the technician for the second unit. We will request the technician to evaluate the second unit also when in the home to install the replacement parts for further review of the unit.
Once the service is completed and we have received the technicians report our Comfort Care personnel will review this matter further to determine if further parts may be needed for the second unit, ensure the first unit’s repairs are completed and will review to determine if compensation can be granted once the repairs are completed to the units. Thank you.
Regards,
******
Initial Complaint
Date:11/11/2024
Type:Product Issues
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.
several years ago we purchased a new living room set (3 pieces) one is a swivel chair. The chair, in like new condition, now makes a loud clunk noise when you sit down. I made a complaint on Aug 13, 2024. The frame has a lifetime warranty, yet the charged me $175 to have a repair man come to the house, I was told this was a trip fee and labor fee for the actual repair. The initial repair visit Aug 31st, resulted in a new swivel being ordered, although I complained to the repair man that was not the issue it is in the frame. Parts delivered and repair man returned on Oct 5th, during disassembly I showed the repair man, again, where I thought the frame was damaged, he did not open the cover to inspect it, he just replaced the swivel, which was not the problem. I've tried to escalate, but the supervisor will not call me back. I've called their corp office and was referred back to the repair department who required a virtual inspection, I advised them that you can't see it as it is internal, but it was required! I told them at the time that I am physically incapable of lifting the chair (77years old). They scheduled a virtual inspection on Nov 1st, as I was enrolling in the website I was required to sign a disclosure/release, stating I was able to lift the chair, which I am not. I called La-z-y boy again, advised them of the problem and asked for the supervisor, not available. I called again on Nov 6th, no response. However I found ********* closed their repair facility in **. I need this chair repaired or replaced.
Business Response
Date: 11/12/2024
Dear BBB,

We are sorry for any frustrations that this customer has encountered throughout their service experience.

******** 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 manufacturers warranty: ************************************************************.

This customer has an open Service Ticket and has parts on order for repair. Once the technicians report has been received and reviewed, the customer will be contacted with an update. We are confident that our ******** certified technician will be able to repair this customers unit and bring it up to manufacturing specifications.

We kindly ask that this complaint be closed as the customer is being serviced under the manufacturer's warranty.

Kindest regards,
*********************,
********
Executive Escalation Specialist
CM # 881274
Customer Answer
Date: 11/14/2024

Complaint: ********

I am rejecting this response because: the repairman has been here twice and not addressed the complaint. He's ordered the same part twice, because they are easy to replace. The complaint has to do with a broken internal frame support and the repairman fails to open the chair to inspect the frame. I've called multiple times asking to speak with a manager and told I would get a call within 3 days. Doesn't happen. My last contact I was told to do a virtual inspection, I advised them that I have physical restriction that would not allow me to move or puck up the chair. At the start of the virtual inspection it was required that I sign a release saying I could pick up the chair! So that could not progress. Calls back for the supervisor, and Corp have not resulted in a responce.

Sincerely,

******* *********
Business Response
Date: 11/19/2024
Dear BBB,
According to the customer's service ticket, an Escalation Specialist (next level of support) called the customer on October 23rd and left a voicemail. The customer also spoke with her on Friday November, 15th 2024. She explained we would proceed with the repairs suggested by the technician on his Oct. 5th 2024 service. We are confident this will resolve his concerns. He has been scheduled for in home repair on Dec. 6th with a request for a sooner date put in.
We kindly ask that this complaint be closed as the customer is being serviced under the manufacturer's warranty.

Kindest regards,
*********************,
Ashleigh
Executive Escalation Specialist
881274
Initial Complaint
Date:11/05/2024
Type:Service or Repair Issues
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 the James Power Sofa on 8/31/2024 from the location at 1430 S Power Rd, Mesa AZ 85206 and the sales person who helped us was ***** *********. The sofa was delivered on 9/28/2024. On 9/30/2024 we contacted the store, within the three days of delivery per the purchase agreement, who directed us to the warranty service department. We filed a warranty claim on the left modular chair that was bent/completely misaligned, the middle cushion that was very overfilled and several inches larger than the other 2 cushions, and the right modular chair that was crooked. On 10/1/2024 we had a virtual visit in which we tipped the couch over and showed the technician all of our concerns. He scheduled an in person technician visit for 10/17/2024. The technician replaced the mechanics of the left modular chair and said everything else was in tolerance. He said there is nothing more he can do and would state that in his report. He instead stated that the couch was within tolerance only on his report. The service department contacted us and offered a 10% refund which we declined given the very poor quality of the couch. We contacted the store and I have included screenshots of the communication with ****** and her boss ***** and we have now been completed ghosted by them. I have also included pictures of the couch. We contacted the service department again and requested a different technician be sent to look at our couch and included that the right chair now has lumpy cushioning. The service department said they would reach out to the service manager and get back to us, on 10/30/2024, and we have now been ghosted by them. LaZ Boy does not appear to want to stand behind their warranty (which we purchased) or the quality of their furniture. We are requesting the return of the sofa and full refund per the Unfair, Deceptive, or Abusive Acts or Practices policy.
Business Response
Date: 11/05/2024
Dear BBB,

We are sorry for any
frustrations that this customer has encountered throughout their purchasing
experience.

We have forwarded
the customer’s communication to the store of purchase for review. Once the
review has been completed, the customer will be contacted.

Kindest regards,

La-Z-Boy
Incorporated,
********
E-Commerce
Coordinator
CM 880703

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La-Z-Boy Inc. is BBB Accredited.