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:08/22/2022
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.
Order placed 09/04/2021. Deposit required of $2,220.98. Total order=$4,485.35. Furniture delivered 05/14/2022 with no advance opportunity to inspect for manufacturing defects. One of chairs seat cushion in sewn unevenly & doesn't fit flush with the back, same chair lft armrest fabric isn't
stitched down fingernails, rings or jewelry could get caught & rip fabric. Other
arm chair the rounded back area the stitching is rippled & not flush. Sofa seat
cushions along with back cushions are over stuffed, don't align properly, sewn unevenly, feet can't rest comfortably on floor, the back cushions squeak when
back hits them, there's a hole/gap in lower rgt corner where frame/body meet. On 05/15/2022 we registered all above issues with store in person & were told
someone from their 3rd party contractor(Rapid Response Team) would contact
us concerning all above problems. July 21st was the soonest date scheduled
for a technician to make a home inspection. July 20th, 2022 we should receive a phone call confirming July 21st home visit. We never received that
call, sent an email 07/20/2022 requesting an explanation. A reply email on 07/21/20 stating 07/21/2022 home inspection would need to be rescheduled.
This is over 3 months of no resolution & we are out of patience. We are very
disappointed in La-Z-Boy's indifference & unwillingness to cooperate; this is
supposed to be a reputable company who takes pride in manufacturing an
excellent piece of furniture. We were told COVID had caused staffing shortages. Maybe so, however, that doesn't excuse shipping out imperfect
furniture which cost us thousands of dollars. We are definitely victims of the
delay tactics and are being given the Corporate Runaround! We want this furniture removed from our home & returned to their warehouse. The conditions we require are to receive a full refund of $4,485.35 in the form of a Cashier's Check in hand prior to this occurring.
Business Response
Date: 08/26/2022
Dear BBB,
Thank you for contacting us about this customer concerns.
We have been in contact with customer to schedule her a service
appointment with one of our techs to identify the concerns customer is
reporting and offered compensation for the inconvenience. We have additionally requested photos from customer
in an attempt to identify the manufacturing defects customer is reporting. Customers
service appointment was cancelled due to circumstances related to a transition to
a new service provider in this customer area. We have sense ordered a new seat cushion
for the chair with concerns & 2 new seat cushions for the customers sofa for
customer to self-install to resolve concerns reported by delivery team. We have
also reached out to customer asking for proper documentation of additional concerns
she is reporting. We have requested for
customer to call us to schedule a service appointment but have also advised customer
she has the option to send us photos in order for us to identify the concerns
and move forward with the resolution customer is requesting.
We will not be honoring customers request at this time for a
full refund and respectfully ask that this case be closed. We have been in
contact with customer and are waiting for customer to contact us with additional
information & documentation obtaining to the concerns she is experiencing with
her furniture in order to proceed with resolution.
Kindest regards,
La-Z-Boy Incorporated
**** *.
Comfort Care Representative.Customer Answer
Date: 09/05/2022
Complaint: ********
I am rejecting this response because: We reached out to speak with **** *., Customer Care Representative & were told shewasn't available to take our call. Spoke with *********, who in turn spoke with **** *. who promised to hold off on sending
replacement cushions. In the meantime, ********* said someone from ServeCo would contact us within 24-48 hours to
established a home inspection date. That was on August 30, 2022 and we still haven't received any phone call from ServeCo.
Photos have been forwarded as documentation. In addition to the 2 chair's issues, you haven't properly acknowledged all
of the existing sofa problems. Sofa back seat cushions SQUEAK upon someone's back making contact. We are still seeking
a full refund due to what is grossly manufactured & poorly inspected furniture!
Sincerely,
***** & ******* *****Business Response
Date: 09/07/2022
Dear BBB,
We have notified
our service provider in this customer area to reach out with a date for service
as soon as possible. Delays may have occurred due to being closed for the
Holiday weekend. We apologize service provider was not able to reach out within
the time frame originally quoted to customer. We have sense been in contact
with the service provider and ensured they will be reaching out to customer
with a date for service to inspect all her furniture and document any
manufacturing defects present in the next 24-48 hours.
We ask for patience
and understanding as we wait for our service provider to reach out to customer
with a date for service at their earliest convenience. We kindly ask for this
case to closed as we will not be honoring customer request for a full refund at
this time as we need to have service inspection completed & customer will
be receiving a date for service within the next 48 hours.
Kindest regards,
La-Z-Boy Incorporated
**** *.
Comfort Care Representative.Initial Complaint
Date:08/18/2022
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.
On November 18, 2021, I purchased several items from LazyBoy Home Furnishings from the Draper store at 81 Ikea Way, Draper UT 84020. They said that it would be 6-9 months for delivery. I had a recliner and couch delivered on July 19, 2022. The recliner is operated by a remote that quit working after a couple days. We found a YouTube channel that told us how to fix it. It took 20 minutes and two of us, but we were able to "pair" the remote to the chair. It quit working again two day ago. I followed the YouTube video, but it doesn't work. The only way to work the recliner is with the remote. I called their customer service number ( 800.375.6890) yesterday, Friday, July 29th. I waited for 30 minutes on hold and had to leave. I called the Draper store and asked to talk to the manager, *******. They said she was busy and would call me back. She has never called me back.
Today, July 30th, I called and waited on hold on the customer service number for 68 minutes and no one ever answered. I tried four times today to call the Draper store and no one answers. I am hoping you can get someone to call me back and help me fix/replace whatever is broken with the remote. Thank you very much.Business Response
Date: 08/18/2022
Dear BBB,
Thank you for bringing this customer’s concerns to our
attention.
The La-Z-Boy warranty provides lifetime protection against
defects for the parts of the mechanism, frame, springs, and base. Electrical
parts maintain a three year warranty, the cover and cushions maintain a
warranty for the first year of ownership, and labor is covered for the first
year of ownership. For additional warranty information, please visit our
website at ************************************************************.
When we schedule service, we must work with our local
service providers. We have opened a service ticket for this customer and contacted
our local provider for scheduling; they will be following up with the customer
to resolve. To assist in rapid resolution, we have ordered parts to be sent to
the customer to better allow the technician to resolve the customer’s concerns
on the first visit. These parts will be delivered to the customer’s home within
the next 5 to 7 business days via UPS or FedEx.
Kindest Regards,
La-Z-Boy Incorporated
***** *.
Comfort Care Representative
Case# ******Customer Answer
Date: 08/22/2022
Complaint: ********
I am rejecting this response because:It has taken them one month to respond that they do not handle complaints locally yet they state that they do handle the requests locally.
I was not able to contact them after repeated tries locally and on their customer service number.
I appreciate the BBB assisting in my complaint, but Lazyboy shows no true interest in taking care of customers.
I spent 2 full hours attempting to set up the remote and was finally able to do so. No assistance from Lazyboy.
Sincerely,
****** ******Business Response
Date: 08/24/2022
Dear
BBB,
Thank
you for contacting us about the customer’s delay in service
Our
records indicate a technician was originally scheduled for 8/18. On this date
the service provider local to their area had reached out to them to reschedule
their service due to unavoidable circumstances. As the customer was unavailable
to take the call a voicemail would have been left requesting the customer to
call the service provider back to reschedule.As
the customer has stated that they were able to install the remote we provided we
would no longer have need for a technician in the customer’s home. We respectfully request this case to be
closed, we consider the matter to be resolved.
Kindest
Regards,
La-Z-Boy
Incorporated
***** *
Comfort
Care Representative
CM
******Initial Complaint
Date:08/18/2022
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.
In March, 2022 La z boy Comfort Care was contacted in order to resolve a warranty claim for a ******* Sofa. The sofa cushions are defective and have deformed and lost resiliency along with possible issues with the 8-way hand-tied coil system. This is an issue for which La Z Boy HAS accepted responsibility.
The case number is ******.
A technician visited my home in April, 2022. He stated that he would order parts (cushions and springs) in order to attempt to resolve the issue. He took pictures and stated he had all the information he needed for providing a resolution.
On May 24, 2022 La Z Boy comfort care requested more pictures, which were provided.
Multiple attempts via phone were met with hours upon hours of wait time to seek assistance with resolving my warranty claim.
I was asked to pay for shipping and handling of over $200 for the warranty parts, which was later waived since I provided shipping costs to them which were revealed to be less than $40. This seems to be a scam.
On July 13, 2022 ******* *. responded that she was working with case goods to get parts ordered.
On July 13, 2022 ******* *. asked for a copy of my invoice.
On July 14, 2022 I provided a copy of my invoice.
On July 19, 2022 I provided a copy of my invoice.
On July 19, 2022 I asked for an updated status.
On August 12, 2022 I received a reply from ***** ** that parts have been ordered.
This warranty claim has been met with run-around after run-around and stall techniques for approximately six months.
If La Z Boy Comfort Care is unable to provide a resolution for repair of my ******* sofa under the terms and condition of the warranty, I seek an identical replacement sofa or full refund of purchase price.
I there is no response to this complaint, I intend to file a complaint with the ***.Business Response
Date: 08/25/2022
Dear BBB,
Thank you for contacting us about the
customer’s concerns
A service technician was in the customer’s
home on 8/24 to install new seat cushions.
Per notes from our technician’s report this
concern has been resolved. 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: 08/29/2022
Complaint: ********
I am rejecting this response because:The ROOT cause of the problem has not been resolved. Providing seat cushions has helped, but the root cause of my concern ARE the eight-way hand-tied coils.
The coils have lost their resiliency causing the seat cushions to "sink" abnormally. This problem is not from wear and tear, but due to a defect in the coil system allowing to much play and "sinking". Obviously, the coils are now weak prematurely.
I request the replacement of the eight-way hand-tied coils for which I paid extra money to get. If this is not possible, the only resolution is replacement of the sofa.
I don't think ******* or La-Z-Boy wants this kind of reputation and negative reviews.
Sincerely,
**** ******Business Response
Date: 09/07/2022
[BBB Transcription via Email]
From: ****** ******* <**************************>
Sent: Tuesday, September 6, 2022 1:30 PM
To: Info <******************>
Subject: Consumer Complaint #******** CM******
Dear BBB,
This customer is scheduled for service with the technician on Thursday, September 8th. Once the technician has had the ability to review the customer’s sofa, we will be better able to advise on the case and respond to the customer’s concern. As a result, and as we must respond by September 8th, we would like to request additional time to respond so that we can fully investigate the customer’s concern for resolution.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
Case# ******Initial Complaint
Date:08/18/2022
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.
La-Z-Boy Dispute #***********
2/25/22 Purchased a LZB sleeper sofa for $3055.82
5/12 Delivered in unusable condition: soiled cushions, crumpled upholstery, and screws missing. Bed part fell on the floor and the sofa had to be returned for repair.
When redelivered on June 9th, the inflatable section on the bed did not hold air. They promised to express ship a new “bladder” but we didn’t receive it until 6/20 and it smelled toxic. We set it outside for a week before reinstalling on 6/27.
7/4 We emailed 12 pictures to LZB regarding the shoddy upholstery.
7/14 LZB set up appt for independent inspection on 7/26
7/28 **** ****** with *********** finds screw on floor and others dangerously loose. He inspects the upholstery and says this is the worst sofa he’s ever seen in his 30 years on the job.
7/17 We email that This Situation Is Unacceptable and request a refund.
8/5 LZB offered us a new sleeper sofa instead of a refund. We are unwilling to wait several more months only to receive another defective item. They promised to get back to us in 2-4 days. Still no response as of 8/18.
We have spent more than 30 hours on hold with LZB “Customer Care” over the past couple months often to be disconnected after an hour or two. Sent at least a dozen emails. This is beyond frustrating. Please help.Business Response
Date: 09/02/2022
Dear BBB,
Thank you for contacting us about the
customer’s concerns with their sleeper sofa. We regret to hear when a customer
is unhappy with their furniture and work as quickly as possible to ensure
product is up to standards. Due to our dedication to providing service and
resolutions as quickly as possible some service parts do not get time for any
smells from production to air out. We appreciate the customers’ patience and
allowing time to pass for the odor to dissipate.
We also regret hearing when a furniture’s
appearance is also not up to our standards. After reviewing the customer's technician report we had offered replacement to resolve due to the extent of the concern.
As the customer was not willing to wait
the current lead times for a new sleeper sofa we reached out to their local store
and coordinated an option for refund rather than replacement. This refund was
processed through the store on 8/25/22. We respectfully request this case to be
closed, we consider the matter to be resolved.
Kindest Regards,
La-Z-Boy Incorporated
***** *.
Comfort Care Representative
********Initial Complaint
Date:08/17/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Manual recliner purchased Sept 2019. SO *********. Chair needs repair for the second time. Aug 11, 2022 attempted to contact Customer Service. Option for a call back from them to me was given and taken by me. Never received a call. Aug 12, 2022 called Customer Service again. This time, the option for a call back was gone, an option for text was offered and accepted. I was 79th in line. LaZBoy then proceeded to text me with every drop by one in the queue. Annoying! At 4:20 pm, A text came that I was connected to ******* and immediately followed with, "Your current conversation has now concluded with *******" To date, I STILL have not had a response from the company. I am a handicapped Sr, this is my main chair, the current condition is killing my back. The parts are under the Lifetime Warranty and I want my chair fixed!Business Response
Date: 08/17/2022
Dear BBB,
Thank you for bringing this customers concerns to our attention. Our team has reached out to Ms. ********* and gotten her on our schedule for a service repair.
The La-Z-Boy
warranty protects the parts of the frame, mechanism, springs, and base against
defects for the life of a piece of furniture. Fabric and cushions have a 1-year
parts warranty, and labor is covered for the first year of ownership. For
additional warranty information, please visit our website at https://www.la-z-boy.com/content/CustomerCare/parts-warranty.
When we provide
service to an area, we must work with our local service providers who provide
us the dates they have technicians in an area, which we offer to customers when
scheduling. The ongoing effects of the COVID-19 pandemic and the associated
labor shortages have caused delays in our ability to provide service around the
country.We have gotten Ms. ********* scheduled for the first available service date in her area of September 26. We have also reached out to our service provider explaining the circumstances to see if they can accommodate a sooner date for the customer, to which if they have anything to offer we will follow up with the customer to offer the sooner date.
As this repair is
outside the first year’s warranty, the initial service fee would be charged to the
customer. However as this is a repair the customer feels we were unable to alleviate from a former repair, we have agreed to waive the first hour of labor as a courtesy.As we have followed our warranty terms and scheduled the customer for service, waiving the initial fees as a courtesy we ask that you please close this case.
Kindest Regards,
La-Z-Boy
Incorporated
****** *
Comfort Care
Representative
Case# ******Customer Answer
Date: 08/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best the customer service rep could do for me. Just FYI, having to wait more than a month to have a tech come out and determine the problem and which parts will be needed then having to wait for the part and again wait for the tech to actually perform the repair is not a happy situation. And wasn't a happy situation the first time the chair broke at less than two years old.
Sincerely,
**** *********Initial Complaint
Date:08/15/2022
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 an entire living room suit from the location on ********* in *** *****. I ordered it in January and got delivery of the last piece in July. When the end table arrived, it was defective. It looked as if something had been spilled. There was also wood filler used on it. When the tech came he said that he couldn't fix it. I have been on the phone with the company for hours trying to get a new table. I have gotten nothing but the run around. It took nearly two weeks for the tech to come out and attempt to fix it.Business Response
Date: 08/15/2022
Dear BBB,
Thank you for contacting us about **********
concerns with her table. We regret to her when a customer is dissatisfied with
their products.
We have reviewed the customer’s service and
approved a reselection for the table. We have discussed the reselection with
the customer and a new table is currently in the process of being re-ordered.
As the table is currently in the process
of being replaced we consider the matter to be resolved. We respectfully
request this case to be closed.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
** ******Customer Answer
Date: 09/29/2022
[BBB Transcription via Phone]
Complaint: ********
I am rejecting this response because: I want you to answer my call. You stated the table would be delivered on September 20th. ***** called me stating that the table is not coming until October 13th or later. I want someone to contact me.
Sincerely,
******** ************Business Response
Date: 10/06/2022
Dear
BBB,Thank
you for contacting us about ********** concerns with her delay in delivery of
her new end table.We
have reached out to the customer’s store of purchase who is assisting with the
current re-order of the table to discuss these delays. They have offered the
customer a refund of $349.40 as compensation for the delay which the customer
has agreed to. The refund is currently processing and should be back to the
customer shortly.As
the initial request for a replacement has been honored and compensation has
been agreed upon by the customer for delays in this replacement we respectfully
request this case to be closed, we consider this matter to be resolved.Kindest
Regards,
La-Z-Boy
Incorporated
***** **
Comfort
Care Representative
CM ******Initial Complaint
Date:08/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order # *********
La-Z-Boy Trouper Sectional purchased 2/13/22 in Langhorne, PA La-Z-Boy Furniture Gallery for $11,272.99. Partial Order was delivered 8/12/22. During delivery, we noticed that the right arm recliner’s power headrest was not working and there was damaged fabric on the same recliner. We were told to sign the form to accept the furniture, note the issue, and call customer service. Called customer service on Friday 8/12, waited 3 hrs on hold and at closing time I was told they’ve closed and will contact me at the beginning of the next business day. I waited until 1:00 pm on Monday 8/15 and received no correspondence. I called their support line again (************) and have been holding for over 1.5 hours so far. I texted their text support line and have been waiting for 1.5 hours and counting. I have emailed their customer support email address to no reply. My wife has also Direct Messaged them on Twitter on Friday, 8/12, and today 8/15, to no reply. She also sent a public Tweet to no reply.Business Response
Date: 08/15/2022
Dear
BBB,
Thank
you for contacting us about ********* difficulties in reaching us. We regret to
see higher than normal wait times throughout all points of contact as a
lingering effect of the Covid-19 pandemic. We are working to bring these wait
times down as quickly as possible.
We
have reviewed ********* service and see that one of our representatives was
able to reach him today 8/15/22 to schedule a visit with one of our service
technicians. Additionally a sooner service date had been requested and located.
Currently
******* is scheduled for service on 9/20/22 to correct his concerns with his
fabric and headrest. As steps are being taken to correct his concerns we respectfully request this case to be
closed.
Kindest
Regards,
La-Z-Boy
Incorporated
Aimee
M.
Comfort
Care Representative
********Initial Complaint
Date:08/15/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 02/26/2022, we purchased a special order recliner from La-Z-Boy Furniture Galleries (*** ******** ***** ****** *********** ** *****). In mid July we received a call that our La-Z-Boy was in and ready for delivery. On 07/22/22 a recliner was delivered to our home. On 08/01/22, I received a call from ******* *****, manager at La-Z-Boy, stating they delivered the wrong chair and needed to pick it up asap to get it to the people who ordered it. I asked about my chair, she said she would get back to me. She called back that afternoon, said they found our chair, so I asked if it had been in someone else's home and she said "no", it was sitting in a warehouse. I agreed to have the chairs switched on 08/04/22. The delivery guys removed the chair, then I asked about my chair. They replied they had no knowledge of a chair being delivered to me, called their manager and in the end, they said they would be back that afternoon with my chair. They returned with a chair that was covered by a blanket (not wrapped in plastic like all the other furniture) and it appeared to be the wrong color, so I questioned it. There were no tags on it with identifying information (color, model, etc) other than a label with my name on it. The color couldn't be verified by the delivery men, so I rejected the chair. I called the store on 8/4/22, 8/5/22, and 8/8/22, along with calling the national service line and emailing customer service before I received a call back on 8/9/22. I was told I needed to talk to ******* ***** and she was out, but would call me by 8/12/22. On 8/13/22 I received a call from *******, we had conflicting info, so I met with her in the store on 8/14/22. She showed me the sales ticket, which was different from the paperwork I had. She showed me the signature page and no return policy. I questioned why the chair wasn't wrapped in plastic and she said sometimes it comes that way. I don't believe this chair is new from the factory and believe it was in someone else's home.Customer Answer
Date: 08/17/2022
[BBB Transcription via phone]
They offered a full refund.
Initial Complaint
Date:08/15/2022
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.
Purchased a recliner and need it serviced under the extra warranty we originally purchased.
Over 2 months to schedule first viait to assess the repair needed.
Over another two months too schedule the second visit to make repairs. (Never showed up)
Over another month and the technician arrives today and does not have all the parts he ordered to make the necessary repair.
We want our chair fixed once and for all and not have to sit around all day on a weekend to get resolution to what we contractually are obligated too!
Would have taken less time to simply go get another recliner. Warranty is a joke. Have not held up their end of the service experience. Lazy Boy Store representatives and management have been of NO support to get our issues resolved.Business Response
Date: 08/15/2022
Dear BBB,
Thank
you for contacting us about the customer’s delays in service. We regret to hear
when orders for servicing parts do not go as planned.We
have reviewed the technician’s report to pinpoint what parts were missing for
the service. An order for the missing parts has been placed and a return visit
to resolve the concerns has been scheduled for 9/2/22.
Labor
and handling fees have been waived for the additional order and additional time
needed to complete service as well as refunding one hour of the previously paid
labor charges. We respectfully request this case to be closed, we consider the
matter to be resolved.
Kindest
Regards,
La-Z-Boy
Incorporated
***** **
Comfort
Care Representative
********Customer Answer
Date: 09/07/2022
[BBB Transcription via Email]
Complaint: ********
I am rejecting this response because:
From: ******* ******** <*************************>
Date: Fri, Sep 2, 2022 at 11:34 AM
Subject: ******** - ****** complaint against lazy boy - originally read by BBB 8/15/2022
To: <*****************>
We were contacted by Lazy Boy.
Agreed to refund of previous service visits and schedule repair for today 9/2/2022 between 9 and 11 am (Eastern time).
Well this is fourth time they have not showed up and time. Previous attempts when they did show up chair was not not repaired for missing parts that were suppoaedly order three different times right now.
The $2300 chair sits in my living room in pieces. This warrantied repair is now in its 5th month to tru and resolve.
At this point we would like a full refund of all repair charges and we would like a store credit for full amount of the purchase so we can return this chair pieces and get another one.
PS- the last time the tech was here he did not fix the chair again because there were missing pieces.
PSS - each time we are forced to schedule this for a day during the week one of us has to take the day off to be here.
PSSS - if the chair is not repaired to full working order today - we are seriously considering taking some kine of legal action to have our contractual issue resolved to our satisfaction. $2300 and no use of chair for almost 6 months now is absolutely unacceptable. At this point we feel that alzy boy and its service company is making a mockery of my wife and I.
PSSSS - local store representatives ( Staff and management have been of no help in this process. The store manager has yet to return any of our calls.
Would like resolution today please. We have been more than patient.
Thanks,
*** * *******
**********, MA
****************
*******************
Sincerely,
****** & ****** ******Business Response
Date: 09/07/2022
Dear BBB,
Thank you for
contacting us about this customers concern.
We have recently
been in contact with the customer, and discussed what could be done to resolve
this customers concern. We are honoring the customers request and will be
working diligently to ensure that the customer is taken care of with this
process.
We kindly ask
that this case is closed.
Kindest
regards,
La-Z-Boy
Incorporated
***** *.
Comfort Care
Representative
********Customer Answer
Date: 09/12/2022
Complaint: ********
I am rejecting this response because:we still have not received a response from the credit for our original purchase.
we went to the store and selected our replacement (two options) and have jot heard back feom store managwr or ***** the atore reprwantive tgat met with us on 9/6/2022.
We again have no chair nor a definitive reply regarding the value of credit so that ***** can move forward with our reorder.
again - we are now moving into 10 month in getting this issue resolved. Please see the condition of the chair as left by a service technician after their 4th effort at repairing the oroiginal chair
they have stated we would get a full credit but no one has followed up with us in a week regarding our discussion on 9/6/2022 with *****
PS: i have phone records of the hours on hold to inquire of the store what our status is
please keep this case open until we have received confirmation of actual cash value of store credit and we have confirmed in writing the chair has been order with an ETA of delivery
PSS - how do you get through when our multitude of efforts have failed
Sincerely,
****** & ****** ******Initial Complaint
Date:08/15/2022
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.
On 1/15/2022. We went into the La-Z-Boy Furniture 27205 ** ******* *** ********** ********. In Fairness we were told at the beginning. We could wait up to 4 months for the furniture to be made. We said ok and proceeded to order the furniture. We had to put a substantial amount down. We waited and waited.
We received a v/m from salesperson telling us one piece was ready and would we want to take it. We called back telling them no we would wait for complete order.6/27 an email telling us it wouldn’t be much longer. Then end of July we get a V/M order is ready call back to schedule a time. We did everything seemed ok. Then another V/M telling us we owed $184.00 to call back and tell them how we would pay it. We called questioning the charge no one would explain. Then a call saying a mistake was made we didn’t owe additional money. Order to be delivered. Order never was they could not find our house. They had the wrong address. They would have to reschedule. No explanation as to how the wrong address was given. I took the day off so it would be redelivered. it’s not what we ordered. we refused shipment. We are now waiting for a call from someone.Business Response
Date: 08/23/2022
Dear BBB,
Thank you for bringing this customer’s concerns to our
attention.
Our retailers are not franchises, rather they are
independently owned and operated dealers. As such, we don’t have access to their customer
information, sales information, or service information. We must work with our
dealers to research concerns and provide assistance to our customers.
We contacted the dealer for this customer’s store of
purchase. They have advised they scheduled delivery for one piece and the second
needed to be reordered. They have reordered the second piece and have provided
discounts to the customer for their inconvenience. We respectfully request this
case be closed.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
***** ******Customer Answer
Date: 08/24/2022
Complaint: ********
I am rejecting this response because:
Hello yes they did deliver one piece , with the second item is now being made.
Because of yet another mistake.
But now it’s a mute point because they made another mistake after the first piece was delivered.
They promised us 36 months no I interest. We received a call yesterday afternoon telling us the financing isn’t what was promised. the deal expired because it took so long to make the furniture . We called the store and told them to come get the furniture. We are all done playing their games. Sale to be canceled in its entirety.
Sincerely,
******** ******* *****Business Response
Date: 08/30/2022
Dear BBB,
The customer’s store of purchase has advised that they have
cancelled the customer’s remaining piece. They have stated that they will work
with the customer to schedule pick up of the piece in their home and provide
refund once that piece has been checked in at the warehouse.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
***** ******Customer Answer
Date: 08/31/2022
Complaint: ********
I am rejecting this response because:
I cannot accept the response until we get the furniture returned and refunded in fullI will let you know once this has happened
Sincerely,
******** ******* *****
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