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:08/15/2022
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 a sofa with a lifetime guarantee. It broke. After paying ~$150 for a service call and to order parts, they're saying they can't order parts because the product ID tag is missing (either it never was there or they took it away with the broken part when they fixed it last time). Now they are refusing to fix it. I can't afford another sofa. They offered a discount, but that's not good enough.
Business Response
Date: 08/15/2022
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 frame, mechanism, springs, and base of a piece of
furniture. Cover and cushions are covered for the first year of ownership, as
is labor. Beyond that timeframe, anything no longer covered can be provided on
a charge basis for as long as it remains available. Proof of purchase is
required for all warranty claims. For additional warranty information, please visit
our website at https://www.la-z-boy.com/content/CustomerCare/parts-warranty.
Our systems require three pieces of information to allow us
to assist a customer: the ACK number, the Style number, and the Cover code.
These three pieces of information identify each specific piece of furniture and
ensure that our system only allows us to order the parts that come on that
piece; as styles change steadily over time, similar to how things change in the
auto industry, and a part for a piece produced for a model purchased ten years
ago may have a different shape than the same part produced for the same model purchased
today, causing the part to not be compatible between the two units. These three
pieces of information are located on either of two different product identification
tags attached to each piece of furniture we produce and can generally also be
found on sales paperwork.
Our first record of this customer contacting us is on June 29th of this year; we have no record of sales or prior service information. On that
call, the customer was advised of our service fee of $160 + tax that covers the
initial visit and the first hour of service on a return visit, if one is necessary.
If parts would need to be ordered, there is a handling fee of $13.99 + tax that
covers everything ordered at one time for one piece of furniture that is charged
at the time that parts are ordered.
The representative who spoke with the customer on the initial
call discounted service to $99 + tax as a courtesy and scheduled service for July
12th. The technician went to the customer’s home and determined many
frame and mechanism parts are needed to resolve concerns and advised repairs
could be completed in four hours, but was unable to find the product
identification tags on the sofa. We called the customer to discuss the
technician’s findings and obtain product information on July 15th,
leaving a voicemail to request the customer call back. The customer called in
on August 12th to discuss their service and, after speaking with the
representative, the call was escalated to a member of our Escalation Team. The escalation
representative asked if the customer could provide any product information or
sales paperwork to allow us to order parts and the customer said they couldn’t.
The escalation representative who spoke with the customer offered to look into
a discount off a new purchase as a courtesy, since we could not provide service
without the product information, and the customer grew escalated beyond that
and argued that repairs should only take five minutes. The representative then escalated
the call further.
On the call with one of our executive escalation
representative, the customer was advised that, if we have the style and cover
information for the unit, we could order the parts the technician is requesting
but couldn’t guarantee that they would be produced for the correct production
year. The customer argued that the previous time she had service, approximately
five years ago, the store ordered a new seat and a new back and this resolved
all concerns with installation in only eleven minutes and asked why we wouldn’t
order the same parts. The customer was advised these were likely upholstered
parts ordered and, as upholstered parts include cover and cushion, they would
be on a charge basis if we were to order them today, assuming the cover and
cushion are still available. The customer insisted that they purchased an
extended warranty and there should be no charge and was advised that we do not
offer an extended warranty on any purchase; stores do sell protection plans but
those are provided through a company outside of La-Z-Boy and the providing
company would need to be contacted to honor any protection plan. The customer
then insisted we replace the sofa and was advised we will not be doing that. The
executive escalation representative offered to investigate a 50% discount off a
new purchase with the local La-Z-Boy stores and the customer refused. Due to
the customer’s personal circumstances, provided to the representative on that
call, the representative is investigating the possibility of a 50% discount off
a new purchase as a courtesy to assist the customer despite this refusal.
We have worked to assist this customer within the terms of our warranty. We have had a corporate presence in this area since 2013 and have sales
and service information for that full time; none of the information the
customer provided allowed us to locate any prior sales or service information, and
we have provided multiple courtesies to the customer to assist with bringing
this to resolution. We respectfully request that this case be closed.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
Case# ******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.
We placed a deposit on 11.19.21 of 1500 for sofa sectionals. On 05.28.22 we paid a balance of 4428.94 and the couches were delivered. The units came with a sectional piece that has a broken leg and stained pieces.. The Sales order number is **-****** sales rep ***** *********.
We attempted to reach out to the store before the pieces were assembled for direction and left multiple messages which were not returned at a timely fashion. The delivery men did not know what the policy was and contacted their company who suggested to leave the pieces and contact LazBoy as soon a spossible.
Personally went to the store the following day where I was reassured that the issue will be resolved and a technician will come to the house to repair and attempt to remove the black stains. Pictures of the stains were takes and shared with the store manager.
We were told that If the stains appeared to be permanent, the furniture pieces would have been replaced with new ones.
On June 14th, the leg was replaced . We asked about the stain and the technician told us to call the company. When called the company told us that we had to call the warranty company as we have accepted delivery.
After multiple attempts, we were able to contact corporate and had a set date for July 21st.
The technician was unable to make it on time. and we were told we will be contacted to set up another time. It has been been two months since the delivery and this issue is still unresolved. The store has not been helpful in assisting with this.Business Response
Date: 08/22/2022
Dear
BBB,
Thank
you for contacting us about the customer’s delivery concerns.
We
have taken a look into the customer’s service and found a technician had been
scheduled for 6/14/22 to correct the legs. At this point our technician had
reported the customer stated he would clean the stains himself. On 6/24 we had received
another call from the customer regarding the staining and scheduled a
technician for 7/21 to assess and after receiving the technician report we
scheduled again on 8/18 to resolve.
Our
technician report from 8/18 shows the staining was successfully removed. 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:08/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In October 2021, I purchased a top of the line ($2999.00) Recliner with electric corded remote features to assist in raising and lowering the occupant in the chair. I was verbally told the chair would be delivered in January 2022. The chair was not delivered until late March 2022. Within a week of having the chair and having less than 2 hours of use (April 2022), I noticed the chair's motor was malfunctioning. I called (April 2022) the Newark Delaware store and could not get a human to answer the phone. I left a message and never received a call back. I called the "800" number for La-Z-Boy and had to make several attempts to make contact with a human being after remaining on hold for periods of 45-60 minutes on hold. I made an appointment (May 2022-1st available) with the service department and the technician never showed for the first appointment. Again after numerous attempts to make contact to file a complaint about the no-show on the part of the technician, I finally got through and a 2nd appointment (June 2022-again 1st available) was set up. The technician did arrive as scheduled for the 2nd appointment. He checked the chair and diagnosed the problem with the brand new chair with less than 2 hours of use was a bad motor. He ordered a new motor. & said don't use the chair. When the new motor arrived, I had to schedule another service appointment. Again, the technician did not show up for the 1st appointment.(July 2022) I called and after several attempts finally got through to a human. A 2nd appointment was scheduled (July 2022-after much complaining on my part) and the technician showed up as scheduled. He replaced the motor and to date the chair is functioning as designed. From the beginning of my filing the first complaint about the problem with this new recliner through the scheduling of the second, 2nd appointment, I was told by ******** *. I would receive a partial reimbursement. To date, I cannot make contact w/anyone to discuss it.Business Response
Date: 08/15/2022
Dear BBB,
Thank you for contacting us regarding this
customers concern.
We have been working with customers store of
purchase to get approval on compensation due to the inconveniences customer may
have experienced from having multiple service cancellations. Store has given
approval on an appropriate amount of compensation. However, compensation is not
issued until after service is completed to ensure customer is fully satisfied with
repairs.
Service has sense been completed and we have now sent the
appropriate paperwork over to the customers store of purchase for the
appropriate amount of compensation that is to be issued back to customer. Once
we send the appropriate paperwork over to the store, which has been completed,
it can take several business days for the customers store of purchase to
receive it and contact customer to process the partial refund. We have reached out to customer
to provide him with reassurance that he will be receiving his compensation and
asked for customers patience and understanding as we wait for store to receive
the appropriate paperwork and contact customer to issue him his partial refund.
At this time, we are fully honoring customer request for the partial refund he
was promised due to multiple service cancelations and ask that this case be
closed as this time. We appreciate you alerting us to this customer concerns
and giving us the opportunity to provide more detailed information.
Kindest regards,
La-Z-Boy Incorporated
**** *.
Comfort Care Representative
CM******Initial Complaint
Date:08/11/2022
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.
Purchase date: 3/9/2022
Ticket #*********
Purchase amount $3429.73
5/17/2022 delivery date
Multiple unreturned phone calls between 6/1/2022 and 7/5/2022. Responded to an email about satisfaction and got an email back. Through that, I was able to schedule an inspector
7/5/2022 - Inspection of furniture
Multiple unreturned phone calls since.
Honestly BOTH pieces of furniture that we paid an arm and a leg for are awful. The recliner is already changing shape in a way that should never happen. The quality of these pieces is just awful and the customer service is definitely non existent. Please let me know if you need additional materials. Also, there is a whole ** page devoted to people complaining about La-Z-Boy so I know I'm not the only one. Thank you for your help with thisBusiness Response
Date: 08/24/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.
La-Z-Boy reviewed the service records for the customer. A service technician went to the customer's home on 7/05 to inspect the sofa for cushion concerns. The report states that the sofa is built as designed, but that the cushions are firm because the unit is new and will soften over time. For the recliner chair, we reviewed photos the customer submitted on 8/20. The chair matches our design and manufacturing specifications and does not appear defective. The back of the chair is able to be fluffed to maintain appearance and fullness; this is a part of regular maintenance recommended for all of our furniture. Based on the images of the chair and the sofa, both units are free from any manufacturing or materiel defects. While we regret to hear the customer finds the furniture uncomfortable, comfort is subjective and not covered under our warranty.
We would like to ask for this claim to be closed as the furniture was found to be free of defects. If the customer would like to continue working with us for any options available, we ask that they respond to our email or call us directly. Thank you for your time and attention to this matter.Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case#******Customer Answer
Date: 08/24/2022
Complaint: ********
I am rejecting this response because: The technician reported the incorrect findings because in every conversation I have had with anyone that would actually come to the phone, I told them that the cushions are extremely soft and that it's like being on a trampoline when you sit. He was also 6'4" and 250 pounds. AGAIN FOR THE HUNDREDTH TIME, ALL WE WERE REQUESTING WAS FOR OUR CUSHIONS TO BE REPLACED BY THE UPGRADED CUSHIONS but no one would even call us back. The recliner has continually degraded and we paid $1000 for it. They can say all they want about factory ******** but the fact of the matter is they are misrepresenting the quality of the furniture and their lack of customer service proves that they're hiding from it. We paid over $3000 for this furniture and if we're lucky we'll own it for 6 months before it needs replaced. They are not providing what the customer pays for and I will continue to shout it from the mountaintops until they hopefully go out of business. They have not reached out to try to resolve this issue ONCE. You should take a look at the "LaZBoy *****" ******** group from around the country. They should be ashamed of themselves calling it a reputable business.
Sincerely,
**** *******Business Response
Date: 08/29/2022
Dear BBB,
We have contacted the **** ******* to advise on discounted part cost to resolve. Customer asked for more time to discuss over repairs. We have contacted the customer again to follow-up on service. Customer have not contacted us back to proceed with service.
We are asking that this case be closed.
Kindest
regards,
La-Z-Boy
Incorporated
***** *
Comfort Care
Representative
Case******Initial Complaint
Date:08/11/2022
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 04162022, I went to the LaZBoy store located at *** ***** **. Working with a sales rep, I requested a 'Reclining Couch and Love Seat". I went through the process for ordering 2 pieces costing a total of $5076.86. On 07062022, The 2 pieces were delivered. The love seat was in the wrong color and i did not accept it. The couch I accepted. Immediately after the delivery ppl left, i found damage to the couch and realized that the center seat did not recline. I made several attempts to work with the store to fix the issue and reached out to the corporate office. I do not care for the other design options or colors the store designer suggested. I requested a full refund and to return the couch. I am not happy with the comfort as I specifically asked for a 'reclining couch' and I don't have the love seat. The store will not return my phone calls (made 3 and left msg). They will not reply to my many email requests. I don't know what to do anymore. I am seeking help with the return of the single piece i did receive and to obtain a full refund as i do not wish to work at all with this company/store any longer. They have completely failed in the customer service dept.Business Response
Date: 08/26/2022
Dear BBB,
Thank you for
contacting us regarding this customer’s concern.We have offered,
and agreed, to cancel and refund this customer’s order through their store of purchase per their request.We kindly
request that this case now be closed.Kindest
regards,
La-Z-Boy
Incorporated
******* **
Comfort Care
Representative
********Customer Answer
Date: 08/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was contacted right after my BBB complaint by the store saying they would refund. However, I am not having a hard time getting a response again. After several messages, i received an email stating they would reach out to me Sunday (yesterday). I didnt hear from anyone. I called and left a message today. Still have not heard from anyone. I truly hope we can get this finished. It has taken way too long.Please do not close this complaint until they actually do what they say they will do.
Thank you sincerely for your help.
Sincerely,
**** *********Initial Complaint
Date:08/11/2022
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.
Received recliner sofa on 7/30/22. One recliner doesn't not work, cushion on seat is sewn 1" off, arm foam is dented/off, couch is not aligned correctly in back. No answer from customer service line, called every day with HOURS waiting for someone to pick up. I call headquarters, they just added me to customer service line which again no one picks up. La-z-boy has NO CUSTOMER SERVICE! quick on taking a sale then wipe hands after.Business Response
Date: 08/11/2022
Dear BBB,
Thank you for
contacting us regarding this customer’s concern.We have contacted
the customer both via phone call and email to advise of their service ticket
and scheduled them for a service visit with a technician on 09/08/2022.We have also
advised the customer that we have contacted the service provider for their area
to request any sooner dates than what is currently available, so that this
service can be completed swiftly and efficiently.We kindly
request that this case be closed.Kindest
regards,
La-Z-Boy
Incorporated
******* **
Comfort Care
Representative
********Customer Answer
Date: 08/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Customer Answer
Date: 09/15/2022
[BBB Transcription via Duplicate complaint]
I had my furniture delivered in July. Never could get thru for defected couch and recliner. Prior BBB# ********. Service finally came out on 8/28/22. He couldn't fix too many issues. Told me I would hear from vendor 3-5 business days, never heard and can't get thru! I want replacement set or FULL refund!
Business Response
Date: 09/21/2022
Dear BBB,
Thank you for
alerting us to this customer’s concern.
We have
received and reviewed the technician’s report from their most recent visit and
ordered the parts requested by said technician. The upholstered parts will
arrive in 17-21 business days whereupon the customer will need to advise that
parts were received and a return visit can be scheduled to install to resolve.
With this, we
kindly request that this case be closed.
Kindest
regards,
La-Z-Boy
Incorporated
******* **
Comfort Care
Representative
********Customer Answer
Date: 09/23/2022
Complaint: ********
I am rejecting this response because:I would like a FULL copy of the repair report. With the photos I provided at the beginning. There are a lot of issues with this set and I would like a FULL refund. Repairs that are suggested do not address all issues. Both arms on sofa, Sewing of seats on left and right side of sofa are not lined up, spring missing from right side sofa recliner, left side seat of sofa is collapsing, left arm of rocker recliner is defective, I realize separation of sofa to the middle have a space but one on the right side is way off! This sofa should never have left the factory to be delivered for the price I paid. La-z-y boy does NOT have good customer service, so frustrating to get a hold of, almost impossible.
Sincerely,
***** ********Business Response
Date: 09/24/2022
Dear BBB,
Thank you for
contacting us regarding this customer’s concern.
While reviewing
this customer’s concern and recent technician visit, we had discerned that the
arms of the sofa could be replaced to resolve issues visible in the photos provided.
Providing the stipulation that the “pie-crust” style welts of the arms and
cushioning on the sofa are a design of the style purchased by the customer. No
other defects, save for the extension spring, were found or visible upon review.
We have placed a part order for the extension spring and both arms of the sofa
to have the technician replace them to resolve.
If the customer
has further concerns, they may contact us to review with additional photos. Also,
the technician will be able to take a second look if necessary, and provide us with
a follow-up report to report any further concerns when they return to install
the parts that have been sent already.
Service is
being provided and as of right now, is currently ongoing to resolve the
customer’s concerns.
We kindly
request that this case be closed.
Kindest
regards,
La-Z-Boy
Incorporated
******* **
Comfort Care
Representative
********Customer Answer
Date: 10/05/2022
Complaint: ********
I am rejecting this response because:I never received full technician repair report. Technician that came out agreed seat was collapsing, material was not tight, wrinkled. Attached are photos of seat in showroom showing the sewing on seat cushion is tight and lined up, mine is not? Also pie crust shape is NOT on showroom floor sofa! This is NOT design I purchased! Rocker recliner left arm has issue and this has not been addressed as well! Along with the other issues mentioned in history.
Sincerely,
***** ********Initial Complaint
Date:08/11/2022
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.
Bought a reclining chair April 20, 2022. At the same time paid for the option of a "tall base" which adds 2" height to the chair, needed as my wife has mobility issues. Paid for the chair, tall base and delivery fees at that time.
Was told that the bas could be put on "at the warehouse" in about a week's time. Chair was delivered within a short time ( I forget exact timing; but I had no problem with the timing). Tall base was not attached.
Many calls later, with excuses of supply chain problems, backed up service lines, etc. Even talked to "****" who said he was the manager when I asked to speak to the manager.
On July 22, 2022 they shipped the tall base directly to my home and was told (after another call to LA-Z-Boy) that our name would be put on the service request list. To date have not heard from anyone. I tried calling the "comfort care" direct phone line I received from the store, but after waiting for 24 minutes on hold I hung up.
To change out the current base with the tall base involves about eight screws. I tried with my tools to unscrew the base, but it would not budge. The job will probably take all of fifteen minutes to accomplish.
I believe my wife and I have been more than patient waiting three and a half months to have the chair altered. I have repeatedly told employees that this is not a cosmetic issue, but a mobility assist issue. We need help to resolve this issue.Business Response
Date: 08/11/2022
Dear BBB,
Thank you for
contacting us regarding this customer’s concern.We have reached
out and spoken with customer ***** regarding this concern and scheduled an
appointment on 08/16/2022 to have a technician come to the home and install the
customer’s tall base.We kindly request
that this case be closed.Kindest
regards,
La-Z-Boy
Incorporated
******* **
Comfort Care
Representative
** ******Initial Complaint
Date:08/11/2022
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 Astor rocking recliner chair 08/24/21 at the Exton La-Z-Boy Furniture store for $1,168.64, sales ticket ***-*****
Chair was delivered approximately October 2021
First part of June 2022 the chair broke - I called service center 1-855-***-**** spoke with (****** ******?) she scheduled repair on 08/10/22 (almost 2 months later)
I called exton store to complain. i only had the chair 9 months. I spoke with (*******) to see if repair date could be moved up. She emailed service center and was able to move repair date up to 06/25/22 (11:21 - 1:21 window)
06/25/22 Repair man came to house to repair chair. put 2 nails / screws in base. chair broke again in the same place the very next day.
06/27/22 I called service center spoke with (****) to report. scheduled for repair man to come out on 08/24/22 .
I called Exton store (*******) she emailed service center and was able to move
08/24/22 2nd repair apt to 07/23/22
07/23/22 Repair man came to house, ordered parts for chair. said should be in in 1 week and service center will call to schedule
time to install parts
08/03/22 Called service number 1-855-***-**** recording answered on hold 25 minutes
08/03/22 2 weeks later didn’t receive a call. I called Exton store spoke to (****) for update, she emailed service center and she and someone was to call me back for an update
08/08/22 called service number 1-855-***-**** recording answered on hold 1 hour 40 minutes
08/08/22 Called Exton store (*******) she emailed someone for an update. said someone would call me back
Each time i called the Exton store or service center, I asked to speak to the manager and was told he was not available, not in the store etc. I have not received acceptable service for a chair this expensive.
i want the chair satisfactory repaired, replaced or my money refunded
Please help me!!
***** ******** (*******)
**********Business Response
Date: 08/13/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.
We are sorry to hear the customer is unhappy with the service received on the chair. Upon further review of the service records, La-Z-Boy contacted the customer and ordered parts for the repair. The customer was contacted on 8/11 and informed of the parts on order. On 8/13, we called the customer back and reserved a service date for the installation. We are also researching availability for service dates to determine if a sooner date is available. If a sooner date is open, we will contact the customer directly to change the service appointment. La-Z-Boy's warranty is for service and repair of any defective parts within the first year. We would not replace or refund the chair per our warranty.
We would like to ask for this claim to be closed as we service the customer within the guidelines of our warranty. Thank you for your time and attention to this matter.
Kindest regards,
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case#******Customer Answer
Date: 08/15/2022
Complaint: ********
I am rejecting this response because: the repair of the chair has not been resolved. Once the repair has taken place and the chair is usable i will agree to closing the complaint.
Sincerely,
***** ******** (*******)Customer Answer
Date: 08/17/2022
Please consider leaving this complaint open until it’s resolved. Lazy boy needs to be held accountable for their product.
Initial Complaint
Date:08/11/2022
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 had problems with my leather recliner sofa. The problem is it is not entirely leather. The sides of the seats a a low grade vinyl. In November 2021 I paid a discounted price of $599 and they replaced the seats. The seats started deteriorating within 6 months. I will attach a picture of a seat.Business Response
Date: 08/11/2022
Dear BBB,
Thank you for bringing the customer’s concerns to our attention.
La-Z-Boy has reviewed the service records for the customer’s sofa. The sofa was delivered 11/17/2016. La-Z-Boy offers a limited lifetime warranty on the parts of the frame, mechanism and springs, against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric, leather and standard foam padding have a one year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. Labor to repair or replace any defective parts is also covered for one year from the date of delivery of the furniture.
The customer was given the option to proceed with service at a highly discounted rate or offered a discount towards a new purchase. The customer opted to proceed with repairs at a discounted rate. All service parts and services performed are non- refundable. We would not be able to offer any refunds for the previous service. Thank you for your assistance in this matter.
Kindest regards,
La-Z-Boy Incorporated
****** *
Comfort Care Representative
Case#******Customer Answer
Date: 08/11/2022
Complaint: ********
I am rejecting this response because:The repair was done with inferior material. It disintegrated in less than 6 month. It was never stated to me that the repair I partially paid for would not have any warranty. I could see if it lasted longer but not 6 months. People all over are having trouble with this company I am going to need to replace this couch. All of the rest of the couch is in great shape but they chose to use inferior vinyl on the side of the seats instead of leather. I think a refund for repairs done with inferior vinyl is not unreasonable. I am not asking them to replace them again because I know they would use the same inferior vinyl.
Sincerely,
***** *****Business Response
Date: 08/15/2022
Dear BBB,
Thank you for
contacting us about this customers concern.
We previously made
an offer to the customer that they could pay the fees to have the cushion and
cover replaced, or they could receive a discount off a new purchase and replace
the unit that they are having concerns with. We also advised the customer of
proper cleaning instructions for their unit. The repairs were completed in November
2021, and we are unable to refund the customer. All part orders are
non-refundable, and the amount paid for the technician to come out to the house
is also non-refundable after the technician steps foot into the home.
La-Z-Boy
offers a limited lifetime warranty on the parts of the frame, mechanism and
springs, against manufacturing defects, for as long as the original purchaser
owns the product and can supply their dated receipt as proof of purchase. Fabric, leather and standard foam padding
have a one year warranty, against manufacturing defects, from the date of
delivery of the furniture into the customer's home. Labor to repair or replace any defective
parts is also covered for one year from the date of delivery of the furniture.
Our warranty is available for review on our website, La-Z-Boy.com, and it
explicitly states: "Warranties are for repair, replacement, or
substitution only, in La-Z-Boy’s sole discretion. Refunds are not
available."
Please see https://www.la-z-boy.com/content/CustomerCare/parts-warranty;jsessionid=mCih3cAJw9RYvllN-6NbTdGX3kGaYfw00hGyIG6X-mFR2nOpf8uc!-993905934?_requestid=936630 for additional warranty information.
We regret to
inform however we are unable to refund the customer, and we are unable to
provide any additional discounts due to the discount on parts and labor when
the customer decided to proceed with repairs back in November 2021. We
respectfully ask that this case is closed.
Kindest
regards,
La-Z-Boy
Incorporated
***** **
Comfort Care
Representative
CM******Customer Answer
Date: 08/15/2022
Complaint: ********reponses
I am rejecting this response because:I was never informed that a repair of this nature would not have some sort of guarantee. I was done the end of November and started deteriorating right away. All I want them to do is refund my money because of the defective material used in the repair. I know there have been many people dissatisfied with this company. There is a Facebook page about them and their poor business practices. I will not just go away. you have a big problem with this company.
I hope you will get involved in this situation and advocate for me and others and just not pass responses back and forth.
Sincerely,
***** *****Initial Complaint
Date:08/11/2022
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 our leather sectional sofa & a chair in the Pensacola La-Z-Boy store approximately May 18, 21'. It was delivered in February 22'. The day it was delivered we noticed a broken leg & a place in the leather where something had been sat on it & left a permanent stretch mark. The man who delivered our sofa turned in a claim for us that day. The following day we went into the Daphne store (which I'd visited many times trying to decide on a couch) to look at the show room sofa & compare ours because we didn't feel like what we received was the same quality as what was in the showroom. A sales associate emailed customer service & our salesperson after looking at our pictures. We never received any follow up from this email. A serviceman came to repair the leg but was given the wrong part so he made due with some left over parts he had in his van. He suggested we go to Pensacola & show our salesperson the pictures we had taken of the issues in every piece of our sectional. We went in the next day & showed her. As we were trying to explain that we just do not feel like the sofa we got was worth the $8,769 we paid for it she said "I know. A picture is worth a thousand words" & asked us to email the pictures to her with our complaints & she would send them to management & customer service. Since then the only thing they have offered is to have someone come into our house & repair our sofa. They acknowledged the issues with every piece of it when they told us the repair work they would do on each piece. We have now contacted customer service at headquarters 5 times in the past month & they have sent requests to Pensacola to contact us to resolve our request for a refund. They have not contacted us the first time. *** ****** is the manager. We have called the store & left over 20 messages for him to call us back and he never has. We have also left messages for **** ****. We do not want a repaired sofa. We want a refund. We did not pay for a repaired sofa.Business Response
Date: 08/22/2022
Dear BBB,
Thank you for bringing this customer’s concerns to our
attention.
The La-Z-Boy warranty provides protection against defects
for every piece of furniture we produce. The warranty states it is for repair,
replacement, or substitution only, in La-Z-Boy’s sole discretion, and that
refunds are not available. For additional warranty information, please visit
our website at ************************************************************.
Our furniture is built by hand and we do allow some amount of variance because
of this and any variance within those parameters is not considered a defect.
Our stores are not franchises, rather they are independently
owned and operated locations. As a result, we do not have access to their customer
information, sales information, or service information and we must contact them
to investigate concerns.
We have contacted the dealer for this customer’s store of
purchase. The photos they provided of the customer’s concerns all show concerns
that are either within variance or that can be easily resolved by a technician.
The dealer reports, per their technician, that the customer refused service. At this time, we would recommend the
customer work with the service center for their store of purchase to bring
these concerns to resolution.
Kindest Regards,
La-Z-Boy incorporated
***** *.
Comfort Care Representative
Case# ******
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