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
- 609 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:08/26/2022
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 furniture ($5,585.24) on July 27, 2021 from Gulfcoast Lazboy Furniture Gallery's in Pensacola, FL. We waited 11 months it finally arrived on 6/2/2022. It was immediately, noticeably poor quality. Wrinkles in fabric, sloppy workmanship, Stuffing is lacking making the furniture appear small and not plush as we had seen in the store when we ordered this furniture, the sticking was puckered in spots and flat in other spots giving it a misshapen look. We went to the store the next day 6/3/2022 to let them know about the defects w/pics. We were told by Service Manager ******* that it was not up to her, it was up to ***** the Salesman to handle. They did say they had to send a technician to look at it. After receiving the run around from the Service Manager and the Salesman, neither of which would take responsibility, we contacted our credit card company on June 21/2022 and the stopped the payment and filed the dispute. During the 19 days from the time of delivery and the time we sent the dispute to the credit card company the furniture showed several more defects, the stuffing was shifting and flattening. The Rocker recliner was squeaking. This is brand new furniture. We waited 3 wks for the tech that Lazboy said must look at before they could make a decision. He came on June 23. He came in and immediately said, "let me tell you what is wrong with your furniture". We were surprised, because obviously we thought we would tell him - but he wanted to go first. He looked at the furniture and proceeded to explain numerous defects. Didn't have to explain our dissatisfaction, he could see it. He said "is that about right", we said "almost, there are a few other things" and we pointed those other defects out to him. He agreed they were all unacceptable. He explained how LaZBoy was producing furniture that was defective. He already knew what was wrong before we ever spoke. He took a video report said he would send it to them. They got the report and did nothing.
Business Response
Date: 09/23/2022
Dear BBB,
Thank you for alerting
us to this customer’s concern.
We have reviewed
this customer’s concerns with their service department, who was able to provide
further information regarding the customer’s experience thus far.
The customer’s
furniture was delivered on 06/02/2022, where the delivery was signed for as
sufficient.
On 06/03/2022, the
customer’s came in to the Pensacola location and spoke with the service manager
regarding concerns with the sofa. The customer stated that they were expecting
the arms of the Sofa to be puffier and that they were expecting more clearance while
reclining.
The units were
compared in-store with the floor model where it was determined that the units were
functionally identical and built as designed. Customer advised that they were
also experiencing concerns with a gap between the middle and right seats
prompting the store to dispatch a technician to attempt an adjustment to help
improve appearance.
On 06/04/2022
the service team reached out to the customer and left a voicemail with them
advising of a claim that was set up, and on 06/18/2022 the customer contacted
the service team advising that they would like to just return the furniture, to
which the service management advised that service would need be completed to
ensure items meet manufacturing specifications and that any defects be corrected.
The team also advised that any returns may be subject to appropriate restocking
fees.
The service
appointment was conducted on 06/23/2022, where the technician inspected the customer’s
Sofa and recliner and found that the units had no mechanical or structural defects.
The service person advised that the customer was concerned with some wrinkling and
the padding on the arms and backrest of both units as well.
The customer also contacted service management following the appointment to
advise that the units were beyond anything that is acceptable for them, and again
advised that a return or refund was necessary. It was at this point that the
service department sent their report to our Product Support for further review.
On 06/28/2022 our
product support advised that the wrinkling that the customer was advising of
was a design of the style that was purchased, and that no defect was present.
They had advised that if the customer is experiencing a lack of support then cushioning
for the sofa and recliner could be ordered to resolve. The customer was
contacted with this information and advised that the cushioning could be
provided to be installed to assist in any aforementioned lack of support, to
which the customer declined further service, demanding a full refund.
On 07/06/2022 the
customer spoke with the Sales manager requesting a refund on the set, stating
poor workmanship.
The store and service department have advised
that further contact with the customer, since the last documented interaction on 07/06, has been through the Pensacola BBB and/or
Elavon’s credit card chargeback department. The service department has advised
that thus far, the customer’s have been wholly unwilling to work with the
service department or store to reach a resolution outside of a full refund.
The customer’s
concern regarding the insufficient support had been offered to be serviced with
new cushioning however the customer is refusing further assistance.
If the customer would like to continue with the resolution provided, they may
contact the service department to advise.
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:Dear BBB,
The response from ******* *. was not surprisingly filled with numerous false statements. ******* *. is
a new character in this saga. Never heard of him and have never spoken to him. In fact, to date, no one
from La-Z-boy has called us to discuss the situation. No one. This dispute has been responded to by five
(5) La-Z-boy representatives and not one has reached out by phone to discuss the situation. Yet, I
received a response by email that the company has “gone above and beyond to make Mr. ***********
happy”. Each of the five (5) people have passed the issue to someone else - none of whom has done
anything to improve the situation, and none of whom have ever seen this furniture. All five (5) have
defended the defective furniture- not one has actually seen it.
******* *. contends that the furniture “was signed for as sufficient.” Please provide evidence of this.
Making claims that are not substantiated must be considered false. We stipulate to the fact that the
furniture was delivered on 6/2/2022. We were not given any documents upon delivery.
We came into the store within 24 hours of the delivery to ensure that we were clear about our
dissatisfaction. ******* *. then goes on the to tell you what “the customer stated” – ******* was not
present and therefore what he repeats is hearsay. The service manager risks losing her livelihood if she
recounts our conversation in anyway that is not favorable to La-Z-boy. Need I say more. We discussed
returning the furniture that day – within their 24 hour time frame on the La-Z-boy’s return policy. We
were not given any “application” for return that we were supposed to be given to fill out. Instead, the
service manager told us that she was not authorized to do a return and that the steps she had to follow
were to set up a technician visit. So, we went along with their program which was simply a stall tactic to
void the fine print on their return policy. This is extremely deceptive sales practices. But we’ll get to the
legal issue later.
******* *. brings up a comparison of the floor model to the piece of furniture in the showroom. We
cannot assume that was the piece of furniture that was there a year ago when we purchased our furniture.
However, the piece of furniture that was delivered to our house is defective. I do not know where he was
going with this comparison. However, since ******* brought up comparison, I would like to use the
photograph on-line at the La-Z-boy website of the model and style of the furniture that we bought and we
can do a side-by-side comparison. The glaring differences in just the appearance are remarkable, and then
there is the bent frame on our furniture.
******* *. cannot prove the furniture is not defective. We can prove that it is defective. We have the
pictures to share and we invite any of the five (5) La-Z-boy people who have invested themselves in the
“responses” to come to our house. The furniture speaks for itself. Running away from this problem has
produced nothing.
******* states our concern over the gaping hole through the furniture “prompted the store to dispatch a
technician (3 weeks later) to attempt an adjustment to help improve the appearance.” Mind you this is
brand new furniture that we paid over $5,500 for and they are sending a technician to “help improve the
appearance”, indicating that there was something about the appearance of the new furniture that needed
help improving.
****** further states that I advised them, again, that I wanted a “return and refund” on 6/18/22 and that
the service management advised that service would need to correct the defects first. This is a bit
perplexing that they need to “correct the defects” and then pick up the furniture for refund. We did not
buy furniture that we expected to be defective and in need of repair immediately. If they want to correct
any defects, they can pick up the furniture and do it at their warehouse. It will be their problem what they
decide to do with it. ******* then states “the team advised that any return may be subject to appropriate
restocking fees.” Please provide evidence of the team “advising” us because there was no such
advisement– I have copies of every communication with every La-Z-boy representative. Not once is a
“restocking fee” mentioned to us. That would indicate they have suggested a “return” is possible. They
have continued to refuse to return the furniture. We have not ever been offered an option of return. I hope
they can explain how they plan to put this furniture with a bent frame and numerous other defects back
into “stock” – will La-Z-boy try to sell it to another unsuspecting customer? Was our furniture a
restocked set?
The technician arrived 3 weeks after purchase. With no prompting from us he immediately began
showing us all the defects in the furniture and was sympathetic to the “garbage” furniture as he described
it. In the safety of our home he confided the atrocious furniture from La-Z-boy that he has seen lately.
His report reflects that “ALL armrests and backs on all items were wrinkled, the stitching of the
seams on two pieces of the sofa and understuffing on the back rest of all of them.” ******* was
certainly right about the appearance of our furniture needing HELP. The technician who’s employment is
based on his reporting being favorable to the policy of La-Z-boy made sure he did not report any
“structural defects,” because that is how La-Z-boy side steps their obligation to the customer. If its only
the comfort of the cushioning on a new piece of furniture – well, they don’t guarantee it will be stuffed
correctly or that the appearance be acceptable. They said “no mechanical or structural defects” were
found, which begs the question – what if there are “structural’ defects found. Then will they return and
refund or will the goal post move again.
Although as reported in my previous letters it was obvious to us that the person sitting on the left side of
the sofa was leaning. We decided to contact our own furniture repair man to get his take on what was
wrong with the one side of the sofa where the gap was and the sofa leaned. It took him about three
minutes to show us the bent frame. That is “structural”. That would explain the gaping hole as well. We
have pictures of the defective frame and have forwarded those to the credit card company and will
forward them to the other consumer agencies.
Their own technician advised La-Z-boy in his report on 6/23/22 that there was understuffing on the backs
of all the pieces, that’s four (4) backs in total. I received an email on 8/29/22 from the Service Manager:
“We are able to order the replacement middle seat and replacement back for the recliner to help
with the concerns of wrinkling and cushioning support.” I read that to mean, one seat and one back.
This is the continued disconnect that the store has enjoyed while leaving us with defective furniture that
they need to refund as requested almost 4 months ago. They will not address the structural defects, the
rocker recliner that squeaks after 14 days, and the deception sales practice with regard to their “wall”
furniture. It is implied by La-Z-boy that their “wall” furniture can be placed against a “wall.” It actually
needs 11 inches of clearance. We told the salesperson we have a small living room and we have a piece
of furniture that will back against, the sofa. The store is set up in just a manner to deceive the customer
from seeing how much room it takes to recline. All the recliners are away from walls or other furniture
pieces.
The Uniform Commercial Code (UCC) is a comprehensive set of laws governing all commercial
transactions in the United States. It is not a federal law, but a uniformly adopted state law. Uniformity
of law is essential in this area for the interstate transaction of business.
“The Uniform Commercial Code covers two such implied warranties. The warranty of merchantability
covers transactions over $500. Under this warranty, the seller is extending a guarantee to the buyer that
the merchandise is fit for the purpose for which it was designed. The warranty of fitness for a particular
purpose states that if a seller knows that merchandise is to be used for a special purpose and if the buyer
is relying on the seller's judgment when purchasing the product for that purpose, then the seller has
warranted that the merchandise will be acceptable for the buyer's intended use. Sellers can disclaim
either of these two implied warranties, by putting into writing, at the time of the sale, statements such as,
"merchandise sold as is" or "merchandise sold with faults."
Other violations include:
Florida Statutes. 672.714, 672.716, 672.721 Protection for a buyer - from fraudulent selling practices.
“The Magnuson-Moss Act is a federal law covering consumer products that cost more than $15. Under
Magnuson-Moss, if a seller or manufacturer provides a written contract, the contract must be clearly
visible and the terms and conditions must be expressed in clear language. The Magnuson-Moss Act
requires that a written warranty contain certain information including the effective date of the warranty
and who is entitled to protection under the warranty.” The Furniture is not only defective, it is not as
advertised. It fails to meet perceived or implied expectations.
“Florida Statute Consumer Protection 501.142 (1) Every retail sales establishment offering goods
for sale to the general public that offers no cash refund, credit refund, or exchange of
merchandise must post a sign so stating at the point of sale. Failure of a retail sales
establishment to exhibit a “no refund” sign under such circumstances at the point of sale shall
mean that a refund or exchange policy exists, and the policy shall be presented in writing to the
consumer upon request. Any retail establishment failing to comply with the provisions of this
section shall grant to the consumer, upon request and proof of purchase, a refund on the
merchandise, within 7 days of the date of purchase, provided the merchandise is unused and in
the original carton, if one was furnished. Nothing herein shall prohibit a retail sales
establishment from having a refund policy which exceeds the number of days specified herein.
However, this subsection does not prohibit a local government from enforcing the provisions
established by this section.” We went to the store and took numerous picture – there is no sign
exhibited that state “no refund”.
And regarding the complaint I filed with the Florida Attorney Generals Office and which ******* *.
responded with false statements: *******s “false statements in writing” were intended to mislead the
Attorney General in the performance of oversight of the consumer protection that they are duty bound to
uphold.
The 2022 Florida Statutes
CRIMES
Chapter 837
PERJURY
837.06 False official statements.—Whoever knowingly makes a false statement in writing with
the intent to mislead a public servant in the performance of his or her official duty shall be guilty
of a misdemeanor of the second degree, punishable as provided in s. 775.082 or s. 775.083.
History.—s. 58, ch. 74-383; s. 34, ch. 75-298; s. 207, ch. 91-224; s. 1313, ch. 97-102.
In conclusion: We have received no phone call from any La-Z-boy representative making any
offer. We do not accept the email offer of two (2) cushions as a way to resolve the defective
furniture and the deceptive sales tactics. We have asked several times for a “return and refund”
beginning 24 hours after delivery. I will provide any evidence deemed necessary and I expect
******* *. to provide the us with the evidence of the so-called “restocking fee” offer, any and
all other “offers” made to us what we were “wholly unwilling” to accept. We urge ******* *.
to set up the return and refund.
Sincerely,
******* ***********
Sincerely,
***** ***********Business Response
Date: 10/13/2022
Dear BBB,
Thank you for alerting us to this customer's concern.
We apologize for any inconvience that we have caused for this
customer throughout their service experience. We are currently working with
this customer’s dealer to come to a resolution that is acceptable for the
customer.
The customer’s store of purchase has agreed to allow the
customer to return their furniture and receive a full refund. We are working
with the customer’s dealer to start the refund process and we are actively
working on resolving this concern quickly.
We kindly ask that this case now be closed as we are working
with the customer to provide their requested resolution of a refund.
Kindest
regards,
La-Z-Boy
Incorporated,
*******
*****
E-Commerce
Coordinator
CM
******Customer Answer
Date: 10/15/2022
Complaint: ********
I am rejecting this response because:Unfortunately, the La-Z-Boy representative
(******* *****) has misrepresented herself as having authority to speak for the store
of purchase. There has been no offer from the store. This “coordinator
of the e-commerce”, Ms. *****, is a third party that has no authorization to
resolve any dispute with the store of purchase. This is a disingenuous response
to the BBB Office. Yet another attempt to lie to both you and
me. The Store has made NO valid offer to us for a refund
and return, nor are they trying to work with us. In fact, the store
of purchase has told us they want an additional $3,900.00 from us for the
damaged/defective furniture. This defies common sense. They already have $1,685.24 of our deposit
money. The $3,900 is still tied up with
the credit card company until they void the transaction.
Our complaint stands that the La-Z-Boy Furniture
Galleries of Pensacola in violating the Florida State consumer laws, as well as
Federal laws, in not refunding our money. This is just another in a
long string of lies told to us for the last 4 months.
Regards,
******* ***********
***** ***********Customer Answer
Date: 11/05/2022
Complaint: ********
I am rejecting this response because: I filled out the response on October 15, 2022 rejecting the latest response from ******* *****. I have all copies of my rejections and their denials. I have been waiting for the BBB to send the next response from the LaZBoy company. I haven't received anything from the BBB since October 13, 2022. So I have no clue if they every responded to my rejection message dated October 15th. Was there another response from LaZBoy? The store of purchase has not contacted me. They have no intention of returning our deposit. In fact they keep asking us to release the credit card payment for the defective furniture. Please read my response on-line in the BBB case documents. They have never made any attempt to void the purchase and pick up the defective furniture. I can forward you the responses from the company and from me. They are on-line at BBB. The case should still be open, as they have not responded since October 13, 2022.
Sincerely,
***** ***********Business Response
Date: 11/10/2022
Dear BBB,
Thank you for
alerting us to this customer’s response.On November 9th,
2022, ****** ********** who represents the store of purchase sent a letter to
the customer stating that the store of purchase will refund the sum of
$1,685.24 immediately to the customer upon the customer’s confirmation that the
proposed path forward is acceptable to the customer. The sum of $3,900 will be
refunded as well depending on the outcome of the customer’s credit card charge
back dispute. In either event the customer will be getting a refund for the
amount of $5,585.24, with the timing of the $3,900 dependent on the charge back
dispute the customer initiated.
The store of
purchase is not requesting any additional money. Every offer that we have made
has come directly from the store of purchase.
We kindly ask
that this complaint be closed as we have done everything possible on our end to
resolve the customer’s concerns.
Once the
customer accepts the offer made by the store, they will move forward with
processing the refund.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *******
E-Commerce
Coordinator
CM ******Initial Complaint
Date:08/25/2022
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.
Lazy boy has a customer care department for warranty and repair.
I have been calling for 2 months. I have been on hold to their customer care # for up to 44 minutes with NO answer.
I have e- mailed to seek assistance with no response.
I have called the corporate office ************ and spoke with ***** twice. Each time I am told someone will call back. They don't.
They are dishonest and the "customer care" center doest appear to be real. No one ever picks up. Deceptive advertising and a complete lack of customer serviceBusiness Response
Date: 08/25/2022
Dear
BBB,
Thank
you for contacting us about the customer’s difficulties reaching us. We regret
to see long wait times continue due to lingering effects of the Covid-19
pandemic. We would like to assure you that we are working diligently to bring
these wait times down as quickly as possible.
We
have reached out to the customer to discuss her concerns with her sectional,
ordered parts for service and scheduled a technician to install on 9/13. As a
courtesy we have waived the labor fees for this visit due to her difficulties
reaching us.
As
we are now actively working on the resolution to the customer’s concerns with
her sectional and have a date scheduled to resolve we respectfully request this
case be closed.
Kindest
Regards,
La-Z-Boy
Incorporated
***** *.
Comfort
Care Representative
CM******Initial Complaint
Date:08/24/2022
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 a chair. After reading all the complaints I tried to call and cancel my order with 3 days. I sent a letter. I never received any phone calls from the store from the corporate office not even an email not even any type of acknowledgment I told them I wanted them to credit my card and I canceled that card because the bank offered me a different card with no interest for 15 months. I am glad I did because they don’t have a card to bill me the balance and I have no intentions on accepting the order because I will not be here I will be in ******* for the winter. They have refused to credit my account stating I signed contract and did not cancel in time I think I canceled they just did not pick up the phone or call me back I put it in writing if somebody doesn’t return your call what are you supposed to do? I I am elderly and I don’t drive the stores 30 miles from my house I did all I could do to let them know I canceled the order now they are refusing to credit my credit card. I’ve read all the complaints filed with the BBB against this company why don’t you shut them down or do something why are they allowed to keep scamming people. It’s extremely upsetting to me and I need your help I need my $296 back and I have no intentions on giving them any card to build a balance or accept their orderBusiness Response
Date: 09/08/2022
[BBB Transcription via Email]
From: ****** ******* <**************************>
Date: Thu, Sep 8, 2022 at 1:07 PM
Subject: Complaint ID ******** ********
To: ***************** <*****************>
Dear BBB,
We have investigated this customer’s concerns and have included a response below. Because we received the complaint through ****, we will also be sending this response via ****. We also would like to request you update your file on us with information that comes after the response below.
Dear BBB,
Thank you for bringing this customer’s concerns to our attention.
When a customer makes a purchase from one of our stores, they must sign paperwork authorizing our terms and conditions of sale, an unsigned copy of which is provided to the customer at the time of sale. In this paperwork, it states that a customer has three days from placing the order to cancel. Beyond that, a custom order can no longer be cancelled as materials are then ordered for the custom piece.
The customer made their purchase from the ******* ** store on May 25th. There is a sales note in the system advising that the customer was made aware of the 4 to 7 month estimate to manufacture the recliner. On May 26th, the customer went to the ******* ** store, who called the customer’s original store of purchase, to advise the customer may want to cancel their order to purchase a different item with an additional discount and the original piece was cancelled with the new piece having been purchased.
We did not hear again from the customer until the customer’s contact through our website, dated June 4th, stating they were unsure that the comfort level of the chair would be appropriate for them. We contacted the customer’s store of purchase on June 7th to ask that they follow up with the customer. There is a note in the sales ticket from that day stating they attempted to call the customer and were unable to speak with them. That same day, the customer contacted us through our website again, stating that six months is too long to wait for a recliner, as the customer will be in ******* at that time. The store emailed the customer on June 12 stating that the production timeframe was discussed at the time of purchase and that this was a custom order and that the materials to produce the chair have already been ordered, so the order could not be cancelled. The representative then states in the email that they will be able to keep the order in their warehouse until the customer returns from *******.
We received a call to our front desk from this customer, requesting a call-back. We were unable to assist the customer directly and requested the store contact the customer to discuss concerns. The store stated on June 20th that they called the customer and left a message. The store next contacted us on June 24th stating they left multiple voicemails for the customer.
The customer contacted the ****** store again on August 24th wanting to cancel their order. We requested the ****** store contact the customer and they advised they had been attempting to contact the customer for months, even mailing her via **** to try and make contact. The Sales Manager advised that, if he could speak with her, he would cancel the order, though there would be a restocking fee due to the order being cancelled outside the initial three-day cancellation window.
The store has been attempting to assist this customer but have been unable to assist. The phone number they have listed as the customer’s primary contact phone number and their address both match the information provided by the customer in this complaint and we can do nothing more to assist the customer if the store cannot speak with the customer in some way. We respectfully request this case be closed.
Kindest Regards,
La-Z-Boy Incorporated
***** *.
Comfort Care Representative
Case# ******
This concern was sent to the previous address of our Corporate World Headquarters; our current address is as follows:
*** ******** *****
******* ** *****
In addition to this, we primarily assist customers through the ****** *** and request that any future concerns be forwarded to them to ensure rapid resolution to a customer’s concerns.
Kindest Regards,
FT La-Z-Boy Social Media Team | La-Z-Boy Residential
*** ******** ***** | ******* ** ***** | ( ***** ******** | * ***************************
*********************** * ******************* * ****************** * ******************Initial Complaint
Date:08/24/2022
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.
Ordered Collage Rocking Recliner 7/11/22 from La-z-boy Galleries (*********** ****** **). Was told it's a stock item, but store was out of stock. Placed order, expected to be ready in Sept. Chair delivered 8/19/22. Appeared okay on receipt. Two days later found it was defective. Sat in it to read a magazine with elbows on the armrests for only 5 minutes & found noticeable indentations in padding of armrests. Notified salesperson via e-mail on 8/21/22 of the defect & provided a photo. (Each armrest has a deep dent in the padding, which has not regained its shape). Requested immediate full refund for this sub-standard chair & arrangement for pickup. Yesterday (8/22/22) received a brief, vague response from salesperson to say their computer system was being updated & she couldn't access my order details. Said she'd call me about pickup when their system was up & running. Told her I needed written confirmation that the full amount (incl. delivery) would be refunded & no charge for their pickup. Received 2nd vague message at lunchtime, again making the excuse she couldn't access my order. Offered to forward the copy she'd previously e-mailed to me. Both of her messages were sent via the same computer system she was saying was shut down! Subsequent messages to her have been intentionally ignored. Explained we are seniors who can't make needed doctor's appts. etc. while waiting indefinitely on La-z-boy to tell us when they are picking up this defective item. Meanwhile, they are holding onto my money. In addition to obvious defect, I was misled as to where this product was made. Salesperson stated in writing it would be made at 1 of their 5 manufacturing places (they have 5 locations in the U.S.) Website states their recliners are made in the U.S. Label on bottom of chair says it was made in ******! This seems very much like a "bait & switch", not disclosing origin in order to sell furniture supposedly made in U.S. Want immediate, full refund & pickup of this junk.Business Response
Date: 08/25/2022
Dear BBB,
Thank you for
contacting us regarding this customer concerns.
La-Z-Boy offers
a one-year poly warranty from date of delivery and a one-year labor warranty.
Customer is covered under warranty for any manufacturing defects present with arm poly. In order for us to resolve this for customer, we would need to have a
tech out to customers home to inspect and advise if any manufacturing defects
are present within the customers arm poly. Customer is stating arms have
indentations after use, we due consider arm impressions to be normal after use
of the chair as the arms contain a 2¼" contour cut polyurethane foam core
which is built to not compress with use. In order to maintain arm poly, we recommend
customer massage the arm poly to get it back to its original form as poly does compress
naturally with use. As we do understand customer feels a defect is present, we have
reached out to customers stores service department advising of the customers
concerns and asked them to reach out to customer to schedule a service appointment.
We will not be
honoring customers request for a full refund at this time as we plan to resolve
customers concerns through service. The only time La-Z-Boy would
issue customer a full refund per terms of warranty is if a manufacturing defect
is present that cannot be resolved through service. Moving forward we will have
a service technician out to customers home to inspect and identify any
manufacturing defects within the arm poly. If a defect is present, the tech
will advise of a plan to resolve. At this time customer has not had a technician
out to her home to identify a manufacturing defect. Customer feels the
impressions within the arm poly is a manufacturing defect which could be
customer perspective so we will need to confirm a defect is present before
moving forward with a resolution.
Customer will receive
a call from her stores service department in the next few business days to
schedule a service appointment and we have notified customer of this; we kindly
ask that this case be closed as we are working to actively resolve this
customer concerns.
Kindest regards,
La-Z-Boy Incorporated
**** **
Comfort Care
Representative
********Customer Answer
Date: 08/25/2022
Complaint: ********
I am rejecting this response because: I have already explained in detail to the store how this furniture is defective, and have provided them with a photo. Despite the response received from a CSR (and not a Manager, as would have been appropriate) from Corporate, I find myself having to explain yet again. The foam padding on the armrests is so cheap that it is unable to return to its original shape after only FIVE MINUTES of having elbows rested on it! This is neither normal, nor acceptable. We have owned a variety of brands of furniture of differing quality over the years, and I can assure you that even the least expensive furniture we've owned has never, ever had foam that immediately depressed (to the point of looking like it's slit underneath the material), and did not regain its shape right away. If the person who wrote this nonsensical reply had any knowledge of their own furniture, she would know that there isn't enough padding on the armrests to "fluff up", as she puts it!Don't understand why for a single second this business thinks I would allow a service technician to attempt to correct something on a brand new chair that clearly cannot be repaired. Nor would I want to receive the same junk as a replacement. The only resolution I'm willing to accept is a full refund, and am communicating directly with the store regarding it.
Please note: the CSR from Corporate contacted me directly via e-mail, instead of responding to this BBB complaint. I have asked her to contact me only via the complaint form in future.
In addition, this situation is clearly a bait and switch. I specifically asked prior to purchase if this chair was being made elsewhere in the U.S., then shipped to ******* **. The sales person told me it would be made at one of their five factories (of which there are supposedly five La-z-boy manufacturing plants in the U.S.). The La-z-boy website states their recliners are made in the U.S. I have copies of that statement and the e-mails from the sales person. At no time was it disclosed to me that this chair was actually being made in ****** - where the label on the bottom states it was made. I will pursue the bait and switch complaint as a separate issue.
The priority at present is to have the defective item picked up, and a full refund issued. The store has agreed to a full refund, but won't send a truck to pick it up until next month - thereby unreasonably delaying a refund that could be issued immediately. Meanwhile, we as senior homeowners, are expected to store the defective furniture indefinitely for La-z-boy.
The La-z-boy store has neither provided the promised refund, nor has given us a pick up date for furniture they know is defective. (Not to mention the bait and switch aspect).
Sincerely,
***** *********Customer Answer
Date: 08/29/2022
[BBB Transcription via Email]
From: ********** <****************>
Date: Fri, Aug 26, 2022 at 2:22 PM
Subject: Important Update RE: Complaint ID: ********
To: ***************** <*****************>
Please update the complaint information with the following.
The La-z-boy point of purchase store (*********** ****** **) promised a refund on the defective piece of furniture, but refuses to pick it up before Friday 2nd September 2022. They have also refused to provide a full refund until they do pick up this item, causing unnecessary delays. They were aware of the situation first thing Monday morning, and took no action at all until yesterday afternoon to arrange pick up. (The store manager has now admitted that contrary to what I was informed by the sales person, their entire computer system has not been shut down. They have had full access to e-mails the entire week, but chose to ignore my messages).
This morning I received an e-mail message from the store manager which stated “I am processing your return; I will need the *** number off the tag on the bottom of the footrest in order to complete your transaction. Please either send me the number or a picture of the tag”.
As soon as I arrived home I provided the requested *** # to the store manager, and asked her to let me know if she would be calling me for my credit card details, so that I could stay home to provide them.
I then received a response stating the refund would not be processed until the chair is picked up. I’m not sure if this store manager thinks it’s amusing to play these games, but when I receive a message that clearly states at the beginning “I am processing your return” , it means the return is being processed now!!
This doesn’t even fall into the category of misinformation – it’s so much more than that, it’s blatant dishonesty.
Please do not close the complaint, as requested by the Corporate Office, because a). it is supposedly being dealt with by the store, and b). I will not consider this complaint closed until such time as the chair is picked up, and a full refund has been credited to my account.
Please confirm receipt of this additional information.
Business Response
Date: 08/30/2022
Dear BBB,
La-Z-Boy is
proud of its American heritage. We are owned and operated in ******* ********,
the same city in which we got our start more than 90 years ago. We have been
proudly advertising this heritage on our web site at **************************************************************.
In this link, it states that we have six plants across ***** *******, including
three manufacturing plants in ***** ******, ****** and *** **** *** ********,
******, and *******, ******.
In our
warranty, it states that the warranty is for repair, replacement, or substitution
only at La-Z-Boy’s sole discretion and that refunds are not available. For additional
warranty information, please visit our website at *************************************************************
We initially
contacted the customer at the same time we contacted their store of purchase so
that we could investigate and resolve this concern. The customer replied with the
following message, which was highlighted in the email:
“Do not contact me directly again - anything
you have to say should be addressed via the Better Business Bureau.
FYI: if I haven’t already made it clear, only a
full refund will be accepted. No service
technician will be allowed.
This is junk furniture,
cheaply made in ******, with no disclosure to customers that it is not being
made in the U.S.
The store in ****** is
supposed to be dealing with this, and if they don’t it will proceed to legal
action.
A copy of this response
from me will be added to the Better Business Bureau complaint. To reiterate: only contact me
via the Better Business Bureau complaint in future.”
The customer has made it very clear that
we are not to call or email them for any reason. The store reported that the
customer has been aggressive with their demands to the store and, as such, the
store has been communicating solely through email so that they would have
record of all communication, reporting that they have 27 pages of emails between
them and the customer, including the following:
“A full
refund is required a.s.a.p. You will NOT
deliver a replacement, and any representative of La-z-boy who comes on our
property will be reported for trespassing.”
In the store’s contact with us, the
store has reported that the customer reported their concerns after close of business
on Sunday. The next day was the start of upgrades to the point of sale, which
has nothing to do with their ability to email the customer. Once the upgrades
were completed, their recent customer- and sales information needed to be
reentered into the system. Until that was completed, they were unable to process
the customer’s demands.
The store is providing the customer a
refund and it will be provided once the purchase has been checked back in by
the warehouse as the customer has also advised that, if any La-Z-Boy personnel
arrive at their home, the La-Z-Boy personnel will be reported for trespassing
and we therefore do not wish to provide the customer a refund only to have her
call the police when the delivery team comes to pick the furniture up from her
home.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
Case# ******Customer Answer
Date: 08/31/2022
Complaint: ********
I am rejecting this response because: whoever is representing the Corporate Office is totally uninformed, or at the very least has been misinformed by the ****** store manager. The "cherry-picked" cut & pasted statement that a replacement would NOT be accepted and anyone from La-z-boy who stepped on our property would be considered as trespassing is taken from an e-mail message sent to them back in February of this year - and they know it. I have already called out the store manager on her cherry picking of correspondence that is related to another order - which was delivered damaged. My statement that they have intentionally (and dishonestly) taken out of context was made in response to the fact that my previous order was delivered damaged (broken frame), and as such I refused delivery of it. Without my agreement or knowledge, an order was placed for a replacement of the broken loveseat on that previous order, and the statement issued to them made it clear that I wanted a refund, not a replacement since they couldn't guarantee it would be delivered safely (without damage). When eventually contacted by the sales woman, she told me she had no problem refunding the broken loveseat since it was not in my possession (refused delivery), and because it was not a custom order.Unfortunately, I made the mistake of allowing La-z-boy a second chance. If I have been such a difficult customer, when I made enquiries about the chair on the latest order, then why didn't the sales woman notify me that La-z-boy preferred not to accept any further orders from me? I have asked the store manager this question, and she has failed to answer it. The same sales woman as for the previous order accepted the latest order, without any objection. She most likely saw dollar signs since I was also enquiring about sofas, and overcame any "reluctance" to deal with me. La-z-boy had no qualms about taking my money for this latest order. Had they conveyed to me that they preferred not to accept my order, I would have happily continued on to choose from one of the other brands I'd been considering for a recliner chair. Prior to, and after, placing this last order I stated to the sales woman that if this was delivered damaged or with any defects, it would not be accepted and a full refund would be required. She had the opportunity to back out of the sale and cancel it at that point if she felt that was something La-z-boy could not assure. Unfortunately, the defect was not discovered until I actually spent as little as 5 minutes with my elbows on the armrests. It was reported to them promptly, and they fobbed me off with excuses.
To say I have been "aggressive" is yet another feeble attempt by La-z-boy to excuse their poor communication skills, in which they have been downright dishonest (not to mention unprofessional). If my messages had been answered, instead of ignored - and if I had been provided with accurate information in a timely manner - much of this situation could have been avoided. The sales woman and store manager caused this escalation of a situation that should have been quick and easy to resolve. I was told the entire computer system was down, and they couldn't do anything until it was up and running again. The store manager has since admitted the entire computer system was NOT down, and they still had access to e-mails, but has never apologized for misleading me.
They seem to forget that I have an entire file of ALL correspondence between myself and them, from both the order received broken in February and from the latest order in which a defective item was delivered. I will provide the complete correspondence, and not dishonestly "cherry pick" statements for a false narrative like they have done.
Their "stock" statement about the so-called quality of their products and how long they've been in business is nothing more than a marketing statement. It's meaningless, because any search online pulls up hundreds of complaints about their non-existent customer service, and cheaply-made products.
ATTN. BBB, as already requested, please do not close this complaint until the defective furniture has been collected, and the full credit appears in my account, because this business is simply not trustworthy or honest. As already noted, I will pursue the bait & switch complaint as a separate issue. They are willfully and intentionally misleading customers as to where their products are being made, with the sole intention of selling more products. I certainly would not have wasted my time placing an order for furniture made in ****** had it been disclosed to me up front, but the place of origin of this piece was in fact covered up. I am not going to apologize for referring to this furniture as junk, because that's precisely what it is.
Sincerely,
***** *********Customer Answer
Date: 09/01/2022
[BBB Transcription via Email]
**********
Wed, Aug 31, 5:02 PM (14 hours ago)
** **
Would you please add more information to the complaint.
My response rejecting their latest nonsensical reply was cut short due to the time limit placed on entering the submission online. Please add the following to my rejection, to be forwarded to the business.
I would like to make it clear that the statements made by the so-called corporate office that we would call the police if anyone stepped on our property are a blatant lie! Those statements refer specifically to the previous order when they attempted to deliver a broken loveseat in February, which I refused delivery of at that time. Communication was just as bad back in February, with the sales woman (even though she was working) not answering my messages reporting the refused delivery. When I did finally receive contact from her, she told me I was within my rights to receive a full refund, because the item was broken and I had refused delivery, therefore, it was not even in my possession. She processed the refund.
La-z-boy is dishonestly trying to tie in correspondence and an attempted delivery of broken furniture in February to this latest order (with a delivery of defective furniture)! They are fully aware of the fact that back in February an order for a replacement of the broken loveseat was placed without my knowledge or agreement, and it was that and only that, which lead to me having to warn them NOT to attempt to deliver any replacement to my property otherwise they would be considered to be trespassing. Not only are the statements I made in February irrelevant to this last order, but they are intentionally attempting to conflate 2 different orders months apart, each with a separate thread of communication, in a feeble attempt to mislead the Better Business Bureau.
When I notified the sales woman of this latest debacle with delivery of the defective furniture, she told me she would contact me to arrange for pick up of the furniture, and have a refund processed. I waited from the Monday until almost the end of the week before I was contacted by the store manager, who further delayed the process unnecessarily.
Corporate knows only too well that I informed their office to contact me via the BBB complaint, and not direct via e-mail – which is what they did the first time. It was not appropriate for corporate to contact me direct. To try and make out I told either corporate or the store not to contact me is ludicrous, since how would I get this resolved without communication?
The latest message from corporate is very ambiguous, because they are implying I won’t receive a refund until the chair is back as their warehouse – contrary to what the store manager told me. She said she would call me as soon as the furniture is collected for my payment details, so that the refund can be processed. I will now have to contact her for further clarification.
To reiterate: it is totally untrue that we said we wouldn’t allow them on our property to pick up the defective chair. The store manager told me she didn’t “feel comfortable” allowing her team inside our home to pick it up, and I told her we didn’t feel “comfortable” either, and would upon notification that the guys were about to arrive place the chair outside the front door for them to pick up.
All the information is there is writing for them to read, but they prefer to make up an untrue story-line as they go along. I have factual information to back up what I’ve said, as opposed to the libelous statements coming from this business.
**** **** **** *** *******Initial Complaint
Date:08/24/2022
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.
Originally ordered the Aspen Sofa, Power Left Arm Recliner and Right Arm Recliner Chaise and the OscarPower Recliner Loveseat w/Power Headrest (Total amount including delivery & tax $7,165.63) from the Lazyboy in ******* ** on 11/9/19. They stated delivery would be 6 wks. Received the furniture 13 wks later on 2/8/20. My first service call was on 3/1/20, 2nd on 4/17/20 (same issue loveseat right side foot rest won't go down all the way & back of couch won't align, Technician stated mechanical parts were what was making the couch not line up). Called on 5/8/20 asked if I could return the furniture & get a refund since I had an issue less than 30 days since I owned it & this has been 90 days now. Stated they WILL NOT refund my money or replace the furniture, it is under warranty & they will replace the parts & that should correct the problem. No matter what I said, she absolutely refused. Technician came on 6/8/20, put parts in, fixed for a while. Had to call again on 10/6/21 at 10:50am for EXACT same issues, person on phone asked if this was a new problem & I told her NO, I had called previously on 3/1/20 & 4/17/20 w/parts replaced on 6/16/20. Put me on hold & disconnected me. Called back @11:33am spoke w/******, earliest date is 11/23/21. Technician looked at furniture on 11/23/21, needed to order parts. Parts came in on 12/14/21 at 12:45pm called to schedule service. They told me the next available date was 2/23/22 (Original call made 10/6/21). On 2/22/22 they left a voicemail cancelling service saying we need to call to reschedule. Called 2/23/22 (on hold 45min) will call me back w/service date. NO CALL. Called 3/8/22 at 9:40am, next available date is 6/16/22! (Original call made 10/6/21). On 6/16/22 Tech called to say was his day off but would be here by 6pm (supposed to be here between 11:49am & 2:39pm) Showed around 6:30pm. Saw all the boxes, said I'll be here all night. Said needed to order more parts & Left. Rec'd parts. called 8/23/22 on hold 2hrs 48min..Business Response
Date: 08/24/2022
Dear
BBB,
Thank
you for contacting us about the customer’s concerns with their sectional.
La-Z-Boy
offers a limited lifetime warranty covering the cost of mechanisms springs and
frames for manufacturing defects and material flaw and one year coverage on
technician time and labor. ******************************************************************************* After this one year period technician services are at the cost of $160 per hour
and a $13.99 handling fee for order processing and handling. Our warranty policy
is to repair rather than replace whenever possible.
Our
technicians have determined the customer’s concerns are repairable. Parts have
been placed on order and a service technician has been scheduled for 9/23/22 to
install and resolve. As a courtesy we have waived the labor fees for this
service. As we are actively working towards the resolution we respectfully
request this case be closed.
Kindest
Regards,
La-Z-Boy
Incorporated
***** *.
Comfort
Care Representative
** ******Customer Answer
Date: 08/25/2022
Complaint: ********
I am rejecting this response because: I have had an ongoing problem with both pieces of furniture, not just the sectional, as stated in my complaint. My first call to Lazyboy was just 22 days after delivery and I still have the same issues to this day. Just because you have a lifetime warranty doesn't change the fact that that the furniture is of poor quality. Obviously if you have to repair/replace the same parts over and over, the furniture was improperly made and is defective.Also, by the time the technician comes, to once again, repair/replace the same parts on 9/23/22, it will be just 2 weeks shy of 1 YEAR that I placed my service call on 10/6/21. Pretty unreasonable customer service since a technician had come on 11/23/21 and parts came on 12/14/21 and then service didn't happen until...6/16/22. That service call was horrific. The technician was 4 hours late, told us it was suppposed to be his day off, took a look at the parts and stated "I'll be here all night". Found other parts were broken that the 1st technician missed, said he needed to come back to do that. Went to his truck, came back, said he had an emergency, packed up and had to leave. Said he was sorry he Couldn't get to the loveseat that needed repair. So, nothing got repaired. To make everything that much worse, in order to get the service date of 9/23/22, I had to wait on hold for a ridiculous 3 hours because apparently I have nothing better to do.
So, honestly, I don't feel that the furniture will ever be fixed correctly and will forever have to be replacing the same parts which is absurd for the amount of money I paid.
Sincerely,
****** *******Business Response
Date: 09/01/2022
Dear BBB,
Thank you for alerting us to the customer's concern.
We have tried reaching out to the customer with a sooner date, for service. Customer have not responded to us. We have them scheduled for the 23rd of September.
We are actively working to resolve the customer concern.
Kindest regards,
La-Z-Boy Incorporated
***** *..
Comfort Care Representative
** ******Customer Answer
Date: 09/09/2022
Complaint: ********
I am rejecting this response because: Lazyboy seems to be missing my point for my complaint. The did leave a message on my phone on 8/29 at 1:08pm where they stated they could get me a closer date of service of 9/2, but needed an answer by 6:00pm THAT day. I didn't get a chance to listen to my messages until later that evening, after 6:00pm. So, needless to say, I didn't call them back the next day.Going back to my original filing, I am still asking for a refund due to everything that I have stated in my complaint and my responses. It's getting a little redundant having to explain this to them over and over.
Sincerely,
****** *******Initial Complaint
Date:08/24/2022
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.
Sofa is poor quality. Wrinkled material, a wood bar in the armrest that you hit when resting your arm against the armrest. Seams don’t line up. Called within days of getting the sofa and went into the store. Told to call customer service which we got a hold of initially but when we noticed other defects we couldn’t connect with them. On hold for days. Hours at a time.Business Response
Date: 08/25/2022
Dear
BBB,
Thank
you for contacting us about the customer’s concerns with their sofa.
We
have spoken with the customer on 8/23/22 and scheduled service for the soonest
possible date of 9/8/22. The customer will receive an automated call the
evening prior to this to be informed of a time frame window for their
technician arrival.
As
we are actively working on a resolution with the customer in the form of a
service technician we respectfully request this case to be closed.
Kindest
Regards,
La-Z-Boy
Incorporated
***** **
Comfort
Care Representative
********Customer Answer
Date: 08/25/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
***** *******my concern is this. I was told that I have 3 days to be able to return this sofa. September 8 far exceeds this date. The call was placed with our initial concern. We have since then came across other problems with this poor quality sofa. With the additional concerns we went into the store and was told to once again contact customer service as they didn’t handle complaints. We proceeded to try customer service for days without getting through to them. I resorted to a text message conversation where they told me I had 3 days to return the sofa. I thought with consumer rights it was a longer period of time.
I have never contacted BBB before this but the customer service is not at all customer friendly. They are saying I have 3 days for a resolution yet I need to go through their “customer service” a month after I received the sofa, which leads me to believe there is a very good reason to give me a date days beyond their return policy.Business Response
Date: 08/25/2022
Dear
BBB,
Thank
you for contacting us about the customer’s concerns.
Per
the terms and conditions of sale signed by the customer custom orders such as
the customer’s cannot be returned or exchanged. La-Z-Boy provides a warranty to
repair. Currently we have the customer scheduled for the soonest date a repair
technician is available. We have looked into options for a sooner date, however
9/8 is the soonest we were able to accommodate. This date was agreed upon by
the customer at time of scheduling. At this time the furniture will be fully
inspected by a certified technician and all concerns will be addressed.
Any
further options outside of repair may be explored once we receive the
technician’s report from service scheduled on 9/8.
Kindest
Regards,
La-Z-Boy
Incorporated
***** **
Comfort
Care Representative
********Initial Complaint
Date:08/23/2022
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 couch from Lazy Boy that was delivered in December 2020. Within a few weeks, the couch was broken and cushions were deflated. We called Lazy boy and someone was first scheduled to come out and look at it in Feb 2021. They never showed. We have had 4 technicians out to the home since then to “fix” the couch with no resolution. We have tried calling the store and can’t reach anyone for a resolution. We’ve tried calling customer service multiple times with no resolution. My husband called today 8/23/22 and hung up after being on hold for an hour and 53 min. We were sold a defective product and want our money back.Business Response
Date: 08/24/2022
Dear BBB,
Thank
you for alerting us to the customer's continued concerns. After review of his
case with management, a reselection offer has been made, which the customer has
accepted. A reselection allows for a credit of the purchasing price paid for
the item to be issued back to the customer's store of purchase.
The
paperwork has been submitted to complete this offer and credit will be issued
accordingly. Additionally our team is working with the store to get the damaged furniture picked up as soon as possible as the customer was concerned about safety with their infant son. A representative from the customer's store will follow up once the
credit is available for the customer to utilize.
We
thank you again for bringing this matter to our attention and kindly ask that
this case please be closed.Kindest Regards,
La-Z-Boy Incorporated
****** *
Comfort Care Representative
********
Initial Complaint
Date:08/22/2022
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 some furniture from La-Z-Boy in ******** ** in 2019. I also purchased an extended warranty, which appears on the invoice as EW-Plan Plus.
The back of my Collins chair looks like all the stuffing has gone, and one of the gel-core seat cushions has failed. It's quite flat and uncomfortable.
I have tried unsuccessfully to contact the service department several times over the last year, both by phone and via the online contact form and have as yet to hear back.
It really shouldn't be legal to ignore a customer until the warranty runs out. If this is, in fact, the way La-Z-Boy is doing business these days, then I should at least have what I paid for the extended warranty returned to me.Business Response
Date: 08/23/2022
Dear BBB,
Thank you for contacting us about the
customer’s difficulties reaching us. We regret to hear when a customer
experiences any inconvenience caused by extended wait times due to lingering
effects of the Covid-19 pandemic. We assure you and the customer we are working
to bring these wait times down as quickly as possible.
La-Z-Boy offers a limited lifetime
warranty on mechanisms, springs, and frames for the majority of our units as
well as 1 year labor coverage. Any protection plans are provided by and serviced
through separate companies. We have reached out to the customer to provide her
with the contact information for ********, the company that provides service
for her protection plan to better assist with getting in touch with the correct
service provider.
We respectfully
request this case to be closed and any further communications be sent to
******** as they are the service provider the customer will need to speak with
to utilize her protection plan.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
** ******Customer Answer
Date: 08/26/2022
Complaint: ********
I am rejecting this response because: The gel core seats were warranted by La-Z-Boy,and not a third party. Also, the original warranty should be honored, since you've had no one answering the customer service line for at least one year.I would also add that I grew up in **** and ********, and have seen La-Z-Boy furniture that has lasted as much as 20 years. The fact that mine has failed in 3 years is simply not good enough.
And - For you to say that the YEAR I spent on hold was the result of the pandemic is absolutely ridiculous.
Sincerely,
****** *******Business Response
Date: 08/30/2022
Dear BBB,
Thank you for contacting us with the
customer’s reply.
La-Z-Boy offers a one year warranty covering
technician time and labor, fabrics and leathers, 3 year warranty for upgraded
cushions and limited lifetime for mechanisms springs and frames. To view our
full warranty please view the following link. ************************************************************ ****** did purchase a protection plan
provided and serviced through he company ********. To ensure the customer receives
the service she paid for she should make a claim with them.
We have reached out to ****** to explain
this protection plan and connect her with ******** to make a claim through the
proper channels. We respectfully request this case to be closed, we consider
the matter to be resolved. Should ******** be unable to service or deny her
claim for any reason we will be happy to assist at that time within our
warranty listed above.
We respectfully request this c
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
********Customer Answer
Date: 08/31/2022
Complaint: ********
I am rejecting this response because:1) The number to which the woman who called transferred me was just another phone tree/endless hold/black hole. No use whatsoever. I hav this. number in my paperwork, it's not appropriate, because,
2) On La-Z-Boy's own website, it's made clear that La-Z-Boy provides a 5-year warranty on the gel-core seats.Here is the text from the La-Z-Boy website:
ComfortCore™ GEL Five Years No Coverage
3) When I called earlier this year, I was content to BUY a replacement gel-core seat, and was informed that it was no longer available. I am no longer willing to purchase a replacement. According to La-Z-Boy's own website, this item should be covered under warranty, and I should not be out-of-pocket ANYTHING.
4) I grew up in **** and ********, and to this day have my father's La-Z-Boy recliner, from the late 70s ar early 80s. What have you done to this company?
Sincerely,
****** *******Initial Complaint
Date:08/22/2022
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.
They have been delaying my warranty repair for over a year now.Business Response
Date: 08/29/2022
Dear BBB,
Thank you for alerting us to this customer complaint. We were able to have another service company come and service the customer. I have contacted the customer to and he stated that the tech was able to resolve on August 25, 2022.
We are asking that this case be closed.
Kindest regards,
La-Z-Boy
Incorporated
***** *
Comfort Care
Representative
Case******Initial Complaint
Date:08/22/2022
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 been trying to reach La-Z-Boy's repair division to schedule a repair for my broken recliner. I was on hold on the phone for 2 hours the first time. I called their local La-Z-Boy store thereafter, and was told even THEY have to sit on hold to get through to the repair division. Subsequently, I reached out to La-Z-Boy directly on their website by internal only email asking to set up a repair appointment. I also went to their corporate Facebook page and sent a private message, which was replied to. They asked for my email address only. I have not otherwise heard from this company during any of this timeframe, since I began to try to reach them on August 16th. I estimate this effort has taken me about 3 hours total out of my time so far, not including this complaint. Their furniture warranty states that it's "lifetime" and in the past, I've paid for the service calls, and they supplied the parts for free. All I'm asking is to have my recliner serviced according to their warranty.Business Response
Date: 08/24/2022
Dear
BBB,
Thank
you for contacting us about the customer’s difficulties in reaching us. We
regret to hear when a customer has been inconvenienced due to high call volumes
and longer than normal wait times.
We
have reached out to the customer and scheduled a service date for 8/31/22. As a
courtesy due to the difficulties listed in this claim we have offered to waive
the $160 per hour labor fee for this service.
As
we are now actively working on resolving the customer’s concerns with her chair
we respectfully request this case be closed.
Kindest
Regards,
La-Z-Boy
Incorporated
*****
M
Comfort
Care Representative
********Customer Answer
Date: 08/24/2022
Complaint: ********
I am rejecting this response because:I will accept it once the repair has been done satisfactory and I don't need to be in touch with them thereafter, but not until then. Since it was impossible to reach them by telephone originally, I do not trust that during the process of repair I would successfully be able to reach them by phone if something goes awry.
I will be happy to accept the resolution to this complaint when the repair has been completed. From prior repair service experiences, there will be a delay between the time they arrive the first time on 8/31, to when the repair replacement pieces arrive, and thereafter a further delay for the second service to do the actual repair. If I need to contact them anywhere in the middle of all of that, I have no guarantee that they will answer their phones timely. I'm not willing to sit 2 hours on hold on the phone again, ever.
Since my complaint was with regard to getting hold of them, from my end, I do not believe that the complaint has been satisfied yet. The next step as I have been told is that I will be notified on 8/30 as to what time they will be here on 8/31. With no guarantee of either the telephone call or the appearance of a repair person, I have no way in which to successfully reach them if either of those things fail to occur.
While they did in fact contact me within 24 hours of receipt of the complaint from the BBB, the call came in after corporate hours and I received it within a minute of it occurring. I tried calling back but because the call occurred after the offices had closed, I had no way to return the call that day. Again, I had to wait for them to reach out to me today.
It is my opinion that until I can reach them successfully by phone without an undue weight on hold, and/or this repair service has been completed, this complaint should not close.
When the repair has been completed successfully, I would be more than happy to close this complaint, but not before that.
Sincerely,
**** *********
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