Complaints

This profile includes complaints for La-Z-Boy Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  La-Z-Boy Inc.

  1 Lazboy Dr Monroe, MI 48162-5138

  
• 

  La-Z- Boy Furniture Galllery

  15 Starr Rd Danbury, CT 06810

• 

  La-Z- Boy Furniture Galllery

  227 Federal Rd Unit 7 Brookfield, CT 06804

• 

  La-Z- Boy Furniture Galllery

  3050 Berlin Tpke Newington, CT 06111

• 

  La-Z-Boy Furniture Galleries

  265 Glen Cove Rd Carle Place, NY 11514

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:09/01/2022

  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.

  I purchased a couch from this location with an extended warranty. I was told by the sales associate that the couches warranty transferred to a new couch that I had to purchase due to damaged first couch. I specifically asked the associate if I need to purchase a new warranty and was told no. Fast forward 1 year and the new couch is damaged. I am now being told the warranty did not transfer even though the sales associate admits that she told me it did. Store is unwilling to make it right.

  

  Business Response

  Date: 09/21/2022

  Dear BBB,
  
  Thank you for
  alerting us to this customer’s concern. 
  
  As a courtesy
  to the customer we are waiving the cost of repairs for service.
  
  We have
  contacted the customer to advise of such, and to have them contact us to follow
  through with service.
  
  We kindly request
  that this case be closed.
  
  Kindest
  regards,
  La-Z-Boy
  Incorporated
  ******* *.
  Comfort Care
  Representative
  ********
  

• Initial Complaint

  Date:09/01/2022

  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.

  Overall: No costumer service communication and extremely long lead time for basic warranty repairs.2/21/22 called customer service for a repair to be done on a chair that was delivered in April 2021. After 3 hours I received a service date of June 2, 2022, 6 months later, and promised to be escalated to get a sooner date.Start of issues:1. No confirmation on the service scheduled was received. No traceability. I opened an online ticket to get one.2. 2/23 Response from business was that I need to contact my local store. Contacting the local store only forwards you to the national service number. Customer Service reps are not aware of the process. Please fix.3. 2/24 After explaining the above issue via email I received my ticket number and was promised "The request for a sooner date is currently being processed and we generally are able to give you a response by the end of the day or tomorrow."4. 3/18 No response in almost a month so I emailed again. 5. 3/23 Sent follow up email due to no response.6. 3/23 Response said no update and will follow up soon7. 4/4 No response so I emailed again8. 4/7 Received feedback a sooner date is not available. I emailed back to get details on what the date entails.9. 4/11 Response to the above came with explaining how to contact a store associate. Not related at all. Also, email said the tech on 6/2 would have basic parts available.10. 6/23 Repair person came after a reschedule. The repairperson did not have parts on hand, was only there to take pictures to order parts. I was informed I will be contacted by La-Z-Boy end of week.11. 6/28 No contact. Sent an email.12. 7/11 No contact. Sent another email.13. Received parts in mail. Not expected/no communication.14. 7/18 No contact. Sent email and told them I have the parts.15. 7/25 No contact. Sent another email.16. Third party scheduled me and repaired the chair on 8/25. Still NO response from Lay-Z-Boy. 17. 8/31 Opened a new ticket as chair still has an issue.

  

  Business Response

  Date: 09/02/2022

  Dear BBB,
  
  Thank you for notifying
  us of this customer concerns.
  
  We scheduled customer
  for service regarding concerns towards the end of February 2022 and
  customer accepted service date of June 2nd. We looked into a sooner
  date for customer, but no sooner dates were available. Service appointment for
  June 2nd was cancelled due to uncontrollable circumstances. We notified customer of this cancellation 24 hours before service
  appointment and reschedule service for June 23rd.  We had a service inspection completed on June
  23rd. We have ordered a new rocker base with rocker springs to resolve
  noise concern. Customer notified us that parts were received, and we had tech complete
  service & resolve concern on August 25th. We received an
  email from customer advising her concerns with chair are resolved and regret to hear customer is reporting concern is still present. 
  
  We have sense
  reached out to customer to validate concern and schedule for service
  again to honor his request. We were unable to reach customer but left a voicemail with our contact information, offering to have
  tech back out to customers home at no cost. We have asked customer to call or text Comfort Care to get scheduled. We kindly ask that
  this case be closed at this time as we will be honoring customer request for a return technician visit. 
  
  
  Kindest Regards,
  La-Z-Boy Incorporated
  **** *.
  Comfort Care
  Representative
  CM******

  Customer Answer

  Date: 09/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  
  The product is not repaired yet.

  I contacted the vendor as the response stated and have a scheduled date for service later this month. This should remain open until the issue is confirmed fix. Also, the initial issue of multiple instances of no response to my has to be addressed somehow. The response from the vendor does not even acknowledge this lack of customer service; It took a BBB complaint to get any responses.

  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 09/08/2022

  Dear
  BBB,

  
  Thank
  you for contacting us about the customer’s concerns with their service. We
  regret to hear the ongoing labor shortage across the country has inconvenienced
  anyone. We are currently working to bring wait times down for over the phone
  assistance as well as in home service repair. Though we do request sooner dates
  for service they are not guaranteed. Due to high call volumes a call will only
  be given if a sooner date can be found so that our representatives can assist
  as many people as possible.

  
  We
  have looked into the service for the customer’s chair.  Per our records when the customer called on
  2/21/22 she was scheduled for the soonest date possible of 6/2/22. We had
  looked into sooner dates for her, however due to the labor shortage this was
  the soonest we could find. The email the customer had sent on 2/23/22 was
  replied to the following day 2/24/22 to provide the service ticket number.
  Website contact made by the customer on 3/18/22 was received and addressed in 5
  calendar days on 3/23 to advise service will remain scheduled for 6/2/22. Email
  requesting details on service for this date send by the customer on 4/7/22 was answered
  in 4 calendar days on 4/11/22 to advise of service process. Unfortunately due
  to unforeseen circumstances outside of our control the technician scheduled for 6/2/22 had canceled
  all services for this date. We received notification to this on 6/1/22 and
  called the customer immediately to reschedule for 6/22/22. Technician report
  was received on 7/13/22 and servicing parts requested by the technician were
  ordered immediately. Email from the customer to check on part order sent by
  customer on 6/28/22 was received by a representative on 7/15/22, due to parts
  having been ordered this email was saved for documentation as we request all
  customers call to schedule service when parts arrive to their home. We received
  the email sent on 7/11/22 on 7/20/22 called the customer to schedule service
  and left a voicemail, no call back from the customer was received. Website
  contact sent by the customer on 7/25/22 was answered by a phone call  within 3 calendar days on 7/28/22 scheduling
  service for soonest date possible of 8/25/22. Technician report was received on
  8/31/22 listing service as complete validated by an email from the customer sent
  on 8/25/22.
  Concerns
  were reported to BBB on 9/1/22 and a representative called the customer and
  left a voicemail the following day to schedule a follow up visit which was
  scheduled for 9/21/22 when the customer had called back on 9/7/22. In addition
  to this we have pre-ordered parts that often are associated with squeaking in
  the area she described to cause as little wait for the customer as possible.

  
  We
  have been as attentive as possible with this customer with the longest wait
  time for response to an email being 17 calendar days. We respectfully request
  this case be closed at this time as we are honoring the customer’s request
  mapped out in the email sent on 8/31/22 to continue service as if still within
  all warranties at no cost to the customer.

  
  Kindest
  Regards,
  La-Z-Boy
  Incorporated
  ***** *.
  Comfort
  Care Representative
  CM ******

  Customer Answer

  Date: 09/20/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have 6 items. 5 of the 6 are related to the main issue.

  1. The timing details presented in the response are inconsistent with my experience. I attached the email thread as reference. The longest lead time between unanswered emails/phone calls was 27 calendar days from February 24th (where it was said they would get back to me by end of day or next day) to March 23rd. As described in the reply correctly, the March 23rd response only came after I opened a ticket on their website. The second longest lead time with no response was from 6/28 to the phone call of 7/20, 22 calendar days.

  2. The response stated "...as we request all customers call to schedule service when parts arrive to their home". This was never communicated to me by any party. I literally received zero information on status of parts or what the process was from 6/28 to 7/20. The 7/20 phone call was pure luck on my part because I emailed on 7/18 for an update.

  3. "...no call back from the customer was received". The phone call came at an inopportune time as I was working, however, the voicemail left by a ****** stated "We are closed today for training so you can't call us back." and that I should call back the next day. No option to text was given, unlike the voicemail on 9/2. Phone calls to the provided number result in literal hours of wait time so I ended up emailing again on 7/25 after failing to get through in a decent time by calling. I never got prompted for an auto call back either which is what I was hoping for so I didn't have to wait longer.

  4. "...when the customer had called back on 9/7/22". I never called back, I texted on 9/6 and after waiting 3 hours I received "Our office is now closed and we will contact first thing tomorrow.". The next day I ended up having to restart the text conversation on my own as no communication came when offices opened again. Eventually a received a new service date and I want thank the vendor for ordering the parts ahead of time.

  Solution: For the above 4 items I would like the vendor to provide: a. Documentation detailing all my communication with the vendor since 2/23. b. Documentation detailing the QA/QC inspection and results of my product before it was shipped to me c. Documentation laying out their costumer service/warranty claim processes and procedures and d. Their QA/QC process for customer service inquiries.

  5. This issue should remain open until the final fixes are complete. Based on my experience so far, opening an issue through the BBB is the only mechanism that prompts appropriate communication from the vendor and closing it incurs the risk of falling back to the extremely long lead times for action.

  Solution: For the above item we need to wait until tomorrow's repair visit (9/21) to see if the repair is completed. A well functioning product with no excessive noise will be the closing deliverable for this.

  6. This one is not related to the issue but worth a mention. Better care should be put into not making assumptions about personal details about the customer. The responses received through BBB use the "she/her" pronouns although I am a male using "he/him" pronouns. Gender identity is obviously not something that is important to fixing a chair or can be inferred via this communication but it just caught my attention that such an assumption was made by what is just a name and type of product. No action is needed for this item, I am not offended or expect a response, just a general observation.

  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:08/31/2022

  Type:Delivery 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.

  6/10/2022 contacted LaZBoy for repair, LaZBoy said 4000+ yards of fabric on hand, paid $194.61 with 17-21 days delivery promised. Called 7/11/2022 for status, told unit was "in production" and promised a 17-21 day delivery. On 8/17/2022, called for status. Was told fabric was on back order and no delivery date could be promised and could be several months. On 8/17/2022, i sent a registered letter to LazBoy CEO (**** ******) and Supply Chain VP (******* ****** *******) with record of receipt received. No response at all in writing, telephone or Email.
  Please Help.
  **** *******

  

  Business Response

  Date: 09/08/2022

  Dear BBB,
  
  Thank you for alerting us to this customer’s concerns.
  
  We are constantly working with our suppliers to obtain
  materials in a timely fashion to keep stock and prevent delays in orders for
  furniture and parts as much as possible. Unforeseen circumstances can lead to
  backorders, especially for any piece or part that uses a popular cover. With
  leather especially, if a delay has occurred, can be time consuming to obtain simply
  due to the nature of the tanning process.
  
  A member of our Executive Escalations team has been working
  with the customer and the plant producing the customer’s new upholstered part
  to expedite the production and delivery of the part to the customer at their
  new address. The area the customer is moving to is one where we do not have a
  corporate presence and will not be able to provide a technician directly; if
  the customer requires assistance with installing the part, we will need to work
  with local independently owned service centers to ask their assistance.
  
  Kindest Regards,
  La-Z-Boy Incorporated
  ***** **
  Comfort Care Representative
  Case# ******

• Initial Complaint

  Date:08/31/2022

  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.

  Furniture ordered Sept 2021, delivered Feb 2022. Total $3750 (Left Arm Chair + Right Arm Cuddler = $1450, Left Arm Loveseat + Right Arm Cuddler = $1700. Ottoman = $600.) Went on vacation right after deliverey, did not notice mulitple examples of poor construction until return early March, contacted local store ( ****** *** ****** **), technician came out, took alot of pics/videos, response from LZB was that furniture was constructed according to manufacturer's specifications, Went back to store, took in cushions as examples, told to contact customer care, have had ongoing phone and e mail interactions including lots of pictures that I took of poor quality. As of now, LZB offering $800 as compensation for dissatisfied customer and willing to fix tear that was discovered after installation. I have purchased LZB furniture in the past, never had issue; even bought a $900 chair to match the above furniture, which I could have cancelled. I truly thought the furniture would be replaced or refunded. I decided to contact the BBB as an official source for complaint resolution before I turn to social media to maybe get a better response than $800. Frustration has mounted when I repeatedly read about record profits for LZB in 4th qtr 2021 and 1st qtr 2022.
  
  Thank you in advance for any assitance in a better resolution to my concerns.
  
  ***** *****

  

  Business Response

  Date: 09/02/2022

  Dear BBB,

  Thank you for alerting
  us to this customer’s concern.

  We have
  authorized a replacement of the problem furniture for the customer and have
  reached out to discuss this with them. The customer was understanding and
  accepting of the resolution.

  La-Z-Boy feels
  that with this resolution we have resolved this customer’s concern, and kindly request
  that the case be closed.

  Kindest
  regards,
  La-Z-Boy
  Incorporated
  ******* **
  Comfort Care
  Representative
  ********

• Initial Complaint

  Date:08/31/2022

  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 January 15, 2022 I went into the ******* ******* ** gallery to purchase furniture. I had already been in once before so I had already made up my mind on what I wanted. My parents were with me both times. I had told the sales associate that I was wanting two couches and I liked the one with the middle console. She kept talking about losing a seat with a middle console and it’s only a $20 difference to not do it. I had my parents standing next to me and we talked about how nice it would be to have the middle console in one of the couches so there was a spot for drinks and decided that’s what I wanted. I took pictures of the two pieces along with the color/material I was changing, making these custom pieces. I left the store excited to have these in my home. After waiting 20+ weeks for the pieces I had them delivered to my new home on July 1, 2022. After delivery I was confused because I had two of the same couches and neither had a middle console with cup holders. I called the gallery immediately and was told the manager would call back by the end of the day. That didn’t happen and when I called back I was told she had left for the day. I called 3 times the following day to be told I got what I ordered and the middle console was “never entertained”. She also lied about calling and leaving me two voicemails. I have been in contact with ***** ******* and ****** ******. *****e informed me the only option I had was to return the piece I had already FULLY PAID FOR, which was almost $5,000, and spend an additional $940 with also waiting ANOTHER 25+ weeks for the piece that I wanted. The customer service really needs assistance and I am VERY disappointed. This has been a huge inconvenience for my family! I would be ashamed if this were my place of business.

  

  Business Response

  Date: 09/08/2022

  Dear BBB,
  
  Thank you for bringing this customer’s concerns to our
  attention.
  
  Our stores are not franchises, rather they are independently
  owned and operated dealers. As a result, we do not have access to their customers’
  information, sales information, or service information. In order to investigate
  this concern, we have contacted the dealer for the customer’s store of
  purchase.
  
  In the sales paperwork the customer signed at the point of
  sale, it states that the special orders can take more than 25 weeks. It also
  states that special orders are not subject to return, exchange, or refunds. The
  paperwork shows identical information for the two James Reclining Sofas and
  their purchase information, which the customer signed. Along with the final
  sales paperwork, the store provided their design paperwork which they used to
  finalize the customer’s order with them. The design work appears to show the
  initial refusal of a sectional and the customer agreeing to two sofas. It is the customer’s responsibility to review the purchase details at the point of sale to verify that the items they want to purchase are being purchased.
  
  The store also reports that the customer was shopping for two
  couches when they were shopping; typically, if a customer is seeking a couch,
  they are shopping for a sofa. Per the notes, the store was unaware the customer
  wanted a loveseat, instead providing product information for twin sofas. There
  is no notation in any of the paperwork they provided stating that the customer
  wanted a console until the customer contacted the store after delivery.

  The dealer
  for the store has been working to assist the customer by allowing the customer
  to exchange one of the sofas to order the unit the customer intended to purchase.
  They initially offered to allow this with a 30% restocking fee and have since
  discounted it to 15%. The customer would also be responsible for pickup and
  delivery fees and, if the customer wishes to include the protection plan, the
  cost for the protection plan on the new unit. As there is no indication in any
  of the paperwork provided by the dealer that the customer wanted to purchase
  anything different, and the customer signed the paperwork approving the
  purchase, we feel the store is being more than fair in offering to allow the
  customer to return an item that cannot otherwise be returned so that the
  customer can use the money toward another purchase.

  
  Kindest Regards,
  La-Z-Boy Incorporated
  ***** *.
  Comfort Care Representative
  Case# ******

  Customer Answer

  Date: 09/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because ***** was aware that I was wanting a middle console  we have multiple discussions about it. I also stated that I wanted what was in the show room. One with a middle console and one without. I took pictures too. To say that they there is no record is a flat lie. I’m sure there is no record of it now. This is the worst company I have ever done business with. I paid fully for these products and didn’t get what I wanted. Why would I pay more for something that was wrong in the first place? Both sofa/love seat also have the same name. I was told it wasn’t my fault I didn’t know the difference.

  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/30/2022

  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.

  I purchased a sectional couch from them which was going to take ~6 months to be ready for delivery. Around 2 or 3 months prior to delivery, I asked (in writing on 2-21-22 at 2:22pm) if they could add their fabric protection plan to my couch. I was told yes and that they'd added it for me and charged my credit card for it. (I can see on my credit card bill that I was charged that day for the amount that they'd told me. ). Then, I come to find out that they'd made a mistake with that credit card charge, and the charge went towards the remainder of the actual cost of the couch that I wasn't supposed to owe until the couch was delivered. So, they never recorded that I'd ordered the fabric protection plan, and I had no idea. The couch was delivered, and I was never given the fabric cleaner that I was supposed to receive (part of my request for the fabric protection plan that I was told I'd been charged for and now had), so I went to the store to ask for it. This is how I found out that they'd made a mistake with how they recorded the credit card charge and never treated the couch with the fabric protection that I'd asked for (and was told had been given to me). The manager looked at the communications that I have, in writing, about this, but told me it was too late and that I should have noticed the way they charged my credit card and seen their mistake. He also told me that the designer who told me, in writing, that they'd given me the fabric protection plan no longer worked there and there was nothing they could do for me. I was out of luck, and I should have noticed how they'd charged my card. The company (ServeCo) that handles their fabric protection has also seen my request, in writing, and told me that they completely agree with me and that I should have the fabric protection. They've told me that they submitted something directly to La-Z-Boy about this, but have gotten no response whatsoever.

  

  Business Response

  Date: 09/21/2022

  Dear
  BBB,

  
  Thank
  you for contacting us about *******’s concerns with the purchase of her protection
  plan. We regret to hear about the error that has occurred on her sale and the
  inconvenience it has caused her.

  
  We
  are actively working with ServeCo, the provider for the protection plan, to find
  a resolution for this. We would like to thank ******* for providing the
  screenshots of her conversation along with the bank statement requested by
  ServeCo to support where the funds should have been going. These emails were received
  today and the information was immediately forwarded to ServeCo to continue
  working towards a resolution.

  
  We
  understand the customer is anxious for an answer, however, due to the sensitive
  nature of funds and coordinating this resolution with an outside company it is
  very possible we will not have a resolution before the end of the day today
  when response is due. We would like to thank ******* for her continued patience
  while we work this out for her and would like to assure her that we will
  continue to work on this even in the event this case be closed.

  
  Kindest
  Regards,
  La-Z-Boy
  Incorporated
  ***** *.
  Comfort
  Care Representative
  CM ******

  Customer Answer

  Date: 09/27/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the company has already been working on this for months before I filed this complaint with the BBB. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 09/29/2022

  Dear BBB,

  Thank you for contacting us about the
  customer’s concerns with her protection plan. We understand this resolution has
  taken quite a bit of time and would like to thank ******* for her patience while
  we worked on this for her.

  We have forwarded the information
  ******* provided to us regarding the purchase of her plan to ServeCo, the company
  who provides the protection plans. We have confirmed with ServeCo that the
  protection plans will be honored. Should any concerns arise that fall under the
  terms and conditions of the protection plan ServeCo will proceed with service
  under her protection plan.

  We have been assured by ServeCo that
  protection plans will be honored as purchased and left a voicemail with *******
  advising of this. 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******

  Customer Answer

  Date: 10/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  La-Z-Boy still does not understand that the entire issue is the fact that I had requested, and supposedly paid for the day after my request, the fabric protection plan. This response from La-Z-Boy did not address my complaint at all which is why I cannot say that I accept it.
  

  However, with that said, I did speak to an exceedingly helpful representative with La-Z-Boy (******* *) that explained to me the type of fabric that my couch has and the fact that La-Z-Boy does not do the fabric protection on that type of fabric.  It's funny that this issue has gone on for months, and I've spoken with many representatives from La-Z-Boy, yet no one (not even the sales person, nor the manager at the store who informed me that I did not receive the fabric protection plan) ever gave me this information.  So, I will go under the assumption that this is true and as a result, it is OK that no one ever added the fabric protection plan though they told me they did and that I had been charged for it.

  Sincerely,
  

  
  
  
  ******* ******

• Initial Complaint

  Date:08/29/2022

  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.

  I bought a power recliner Feb 14. 2022.
  Total price $2,598.98. Waited six months to get the chair. Chair delivered Aug 12, 2022. Chair stopped working five days later on Aug 17, 2022. Contacted Customer Care. Was given service appointment scheduled for October 22, 2022. Unacceptable. Had numerous text conversations with Customer Care and two conversations with store manager. End result was they moved service appointment up to October 8, 2022. Unacceptable. I have arthritis and musculoskeletal issues and cannot wait two months for them to see if chair can be repaired. They say they cannot give me a timely service appointment. Nor will they even discuss taking the chair back and refunding my money until service technician comes out to look at chair. Service technician is a third part contractor with Lazy Boy so Laxy Boy says they can do nothing more to help me. I love the chair and would like to keep it but I need it to work and I need it to work soon. Otherwise., I need them to take the chair back and give me a full refund so I can buy a power recliner elsewhere.

  

  Business Response

  Date: 08/29/2022

  Dear BBB,

   

  Thank you for alerting us to the customer complaint. 

  La-Z-Boy uses local service providers to service our customers. The service providers gives us with date that they have an available technician in the area. These service providers have been affected by the ongoing effects of the pandemic and labor shortages pushing date out. 

  We were able to get the customer a service date of October 08, 2022. We have the customer on a cancellation list, soon as we are able to get the customer a sooner date we will reach out to them. 

  Kindest regards,

  La-Z-Boy
  Incorporated
  ***** *
  Customer Service
  Representative
  CM******

  Customer Answer

  Date: 08/31/2022

  
  
  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 because a representative from Lazy Boy called me yesterday. She offered me an earlier service appointment from another vendor. However, she trouble shooted my chair with me and we finally got it to work. I still have the October 8th appointment scheduled in case there is another problem. When it gets closer to the date, if the chair is still working properly, I will call them and cancel the service appointment. Thank you for your assistance.
  
  
  
  Sincerely,
  
  
  
  ****** ***********

• Initial Complaint

  Date:08/29/2022

  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.

  On 01/09/2022 my husband and I ordered a couch from La Z Boy. The Sales manager ***** ******** said delivery times are around 4 months. The cost of the couch is $4,166.37. We put a deposit of $2,500.00 down. On the invoice it said delivery between 4 to 7 months. After the fourth month I went to the store and asked to cancel the order and the new manager said they can't cancel until after the 7th month. On 08/11/2022 I went to the store and spoke to another manager named *****. He called production and the couch has not been made. It will be in production 09/05/2022 with 2 weeks after that to get it to California. I told ***** again that I want to cancel the order and get my money back. I explained that we cannot wait any longer because my husband and I have really bad backs and we need to get a new couch. He said he had to email the office in Monroe for approval to cancel. He said he would call me back today, in which I have not heard from him.
  I have been reading post on the face book page under La Z Boy dissatisfied customers. It appears that this is how they are doing business all over the USA and other countries. I just want our money back so we can purchase a couch somewhere else. Something really needs to be done about Laz Boy doing business this way. Their customer service is awful they never follow through with what they tell you they are going to do.
  Your help would be really appreciated.

  

  Business Response

  Date: 09/23/2022

  Dear BBB,
  
  Thank you for
  contacting us regarding this customer’s concern.
  
  We have spoken
  with the customer’s store of purchase who have advised that the customer had
  agreed to a delivery of the order, alongside an additional discount to the order
  in the amount of $416.01, which has since been applied to the customer’s ticket.
  
  The customer’s current
  store manager ***** had advised that they have reached out to the customer a
  number of times to schedule a delivery date for the furniture, but have been
  unsuccessful in their attempts to do so.
  
  We kindly
  request that this case be closed.
  
  Kindest
  regards,
  La-Z-Boy
  Incorporated
  ******* *.
  Comfort Care
  Representative
  CM******

  Customer Answer

  Date: 09/26/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is not true. I have never accepted their offer, nor have I been offered any discount. They said they could offer a discount, but a discount amount had never been discussed.  The bottom line here is that I have tried several times to cancel this order, and they kept saying I had to wait until the 7 months was here and after that point, I could cancel my order. After 7 months passed, they have not held up to their contract date of delivery. They have broken their contract by not meeting their deadline in a timely manner. I was told by ***** that the couch was in production, and it would be a couple of weeks before it would be ready for delivery and after that two weeks it would be another two or three weeks to ship to San Diego. The next day I received a call from ***** ******** saying the couch is ready to be shipped and I would get the couch in a week. There is no way this is true. From previous reviews there are endless complaints that state that this is the same problem they have had with Lazy boy.  Lazy boy calls customers and says their furniture is ready for delivery and they need to get the final payment. Then they tell the customers that there has been a delay in the delivery after they had received payment.  

  I have made it clear to ***** and ***** that I wanted my order cancelled and I want my deposit back. Lazy boys next step will be 1) we have to charge you a restocking fee or 2) They will set up an account through them and put the balance on a credit account with them. 3) they will charge you a storage fee if you have your item delivered.

  I do not want to do business with a company that has this reputation and thousands of horrible reviews. 

  PLEASE CANCEL OUR ORDER AND REFUND US OUR $2.500.00 DEPOSIT.

  My next step will be with an attorney and on up the ladder until this is resolved. I will not contact Lazy boy for a delivery date. 

  
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 09/28/2022

  Dear BBB,
  
  Thank you for alerting
  us to this customer’s concern. 
  
  As stated
  previously, per the store of purchase, the customer had been spoken with on
  08/24/2022, and accepted delivery with an additional discount in the amount of
  $416.01, and their delivery fee was returned as well, as an additional courtesy.
  These discounts have already been processed and applied to the remainder of the customer's balance. (See attached files).
  
  The customer was
  advised that per the Terms and Conditions, that were signed for at point of
  sale, custom orders outside of 72 hours cannot be canceled or returned. The
  customer was also advised of an approximate production time-frame of 4-7 months
  which they had also signed for. (See attached file).
  
  Per the terms
  and conditions provided at point of sale this order cannot be returned or canceled,
  and the aforementioned discounts have been provided as a courtesy. The customer’s
  order is currently reserved in location, awaiting a delivery date to be
  scheduled.
  
  We kindly
  request that this case be closed.
  
  Kindest
  regards,
  La-Z-Boy
  Incorporated
  ******* *.
  Comfort Care
  Representative
  CM******

  Customer Answer

  Date: 09/29/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Lazy boy did not have the couch ready delivery within the 4-to-7-month period. Therefore, they broke their " contract" with us. At the time of signing for the purchase we were not aware that we were signing a CONTRACT but that we were in fact signing a receipt. Lazy boy has a reputation for using the same dialog for all customers forcing them to pay the balance of their purchase with no way out. 

  I will state again that I did not agree to receiving the couch or was I ever talked to about the AMOUNT of discount. ***** did tell me that they would give us a discount, but Ineeded to speak to *****. I never heard from ***** in regard to a discount. I did say It would have to be a big discount for me to CONSIDER taking the couch. 

  This is a very unfortunate situation; it is us your regular hard-working consumer against a big corporate company. Our word against their word. It is such a shame that Lazy Boys reputation has come to this. Very unprofessional.

  This is causing me excessive stress and it is affecting my health.  Can you please just refund our $2,500.00 deposit so we can all move on.

  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:08/29/2022

  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 a sectional in July 2021 at lazboy ********* ****** ( now closed). Had seam separation on the arm in October 2021. Called since it was supposedly covered for a full year for repairs. Waited six months. Service person comes spends 5 minutes and says he can’t repair. Comfort care notifies me that I should contact 3 upholsterer repair businesses and they will “approve” repair??!! I’m retired and I feel I should not do their job. I will not research repair companies. Still not repaired over a year since purchase. I was told that Lazyboy is responsible for repairs within the first year of purchase. They did not abide by that agreement

  

  Business Response

  Date: 09/17/2022

  Dear BBB,
  
  Thank you for
  contacting us regarding this customer’s concern. 
  
  We have authorized
  a replacement of the customer’s furniture and they have been notified of such.
  
  With the
  replacement process started, we kindly request that this case be closed.
  
  Kindest
  regards,
  La-Z-Boy
  Incorporated
  ******* *.
  Comfort Care
  Representative
  ********

  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:08/29/2022

  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.

  About 4 months ago they repaired the arm of my sofa after the wood frame broke because of screws coming out and weakening it. They put the leather covering on wrong around the electric buttons so I called them and told them they had to redo it. Another repairman came and did it again and when I looked at the repair when he was done it looked good. Last week when I was cleaning the couch with the cleaner I noticed that the area around the buttons was covered with brown compound that matched the color. I saw when it was removed that the repairman had stitched the leather around the buttons and there was a circular cut like impression near that area as if someone had almost cut the button holes in the wrong spot. I called the main support number and had to wait for over an hour to get texts replies and after sending a pic and going back and forth and explaining what happened he refused to rectify this with a new repair saying the ticket was closed out. I never stitched the leather of did a cut like impression because I would not know how to do it that repairman did it and covered the errors with compound.

  

  Business Response

  Date: 09/14/2022

  Dear BBB,
  

  Thank you for
  contacting us about this customer’s concern.
  
  We have
  reviewed photos submitted by the customer regarding their concern and have
  placed an order for a replacement arm for the loveseat to be installed by a
  technician as a courtesy to resolve.
  
  With this service
  the concern that the customer is experiencing with the leather will be resolved.
  
  We kindly request
  that this case be closed.
  
  Kindest
  regards,
  La-Z-Boy
  Incorporated
  ******* *.
  Comfort Care
  Representative
  ********