Complaints
This profile includes complaints for La-Z-Boy Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 610 total complaints in the last 3 years.
- 91 complaints closed in the last 12 months.
If you've experienced an issue
Submit a 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:08/10/2022
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 2 recliners from La-Z-Boy of Canton Michigan in November 2021 they told us 4 months, they arrived 8/1/22 and they are not what I ordered and one is damaged, they said they would send someone to repair it. No one would pay 4700.00 for a item to have it broken at delivery and let it be repaired. We ordered 2 wall huggers and these chairs require 18" from my wall ( not a wall hugger), I have called the Canton store 5 times and have been given the run around. First the manager was at a meeting out of town and now the district manager is on vacation. I am so disappointed I just need a refund and them pick up these chairs. This is such poor business I can't believe how they treat their customers. I was never given instructions on how the chairs operate or a receipt for my purchase that they put on my credit card without even asking how I was paying and ******** told me why would they have any of that on there truck as we hire a third party to do our deliveries.. These chairs are for people 6' and over we were never even told that when we were looking at styles. This person I have had constant contact with is ******** and she never lets me talk to anyone else and always makes excuses and is condescending, telling me wall huggers don't go up against the wall which isn't true because I had 2 sofas in my living room that are also electric recliners and they didn't take up as much room as these 2 chairs. None of the chairs we tried out were nothing like these chairs, I feel they just wanted to make a sale. Everyone has a boss so I feel that it has been 7 days and not one person from La-Z-Boy has called my husband or myself. I have already contacted my credit card to stop the final payment but we did put 2000.00 down in November 2021.Please help me resolve this issue. Thank You ***** *******
Business Response
Date: 08/18/2022
Dear BBB,
Thank you for
alerting us to the customers complaint.We have reviewed the tech report and reached out to the store of purchase. The units are built as design. However, have worked with the store and the store has agreed to an exchange of these units. The store should be reaching out to the customer to go over the customer exchange process.
Kindest Regards,
La-Z-Boy
Incorporated
***** *
Customer Service
Representative
********Customer Answer
Date: 08/19/2022
Complaint: ********
I am rejecting this response because: I still have not heard from the store other than a repair man to come fix a chair that was broken on delivery, and this is still showing on the credit card. I would be pleased with the exchange but don't feel I should have to pay anymore money until I receive my new chairs as these chairs took 8 months to make. Also there chairs may have been made correctly but the salesman never told us they were for people 6'3:and over when he sold them to us. I feel they have very poor customer service.
Sincerely,
***** *******Business Response
Date: 08/23/2022
Dear
BBB,
Thank
you for contacting us to inform the customer has not accepted our response.
We
have reviewed the service and discussions between the customer and the store
manager at the customer’s store of purchase. Per notes from the sales manager
the customer had been informed on 8/18 the store manager will be out of town
from 8/20/22 – 8/27/22 and an appointment to discuss the reselection would be
made on his return.
As
we are actively working on the reselection of the furniture we respectfully
request this case be closed, we consider the matter to be resolved.
Kindest
Regards,
La-Z-Boy
Incorporated
***** *
Comfort
Care Representative
********Customer Answer
Date: 08/24/2022
Complaint: ********
I am rejecting this response because:
I still have a charge of 2700.00 they applied to my credit card without my knowledge and I don't want to pay for chairs I don't have, For a long as they have given me the run around my fear would be you close the account and they still don't help me .It took 8 months for these 2 chairs and god knows when I will get the new ones and do not want to pay anymore more till I am satisfied with the purchase. The repair man they sent out even said one chair isn't sewn on the back and the other the wood is stopping the chair from folding al the way down..We had already put a 2000.oo deposit and do not want to give La-Z-Boy any more money before we receive they correct product, so I am asking for this case to not be closed.
Sincerely,
***** *******Initial Complaint
Date:08/10/2022
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.
Two upholstered reclining chairs were purchased March 4, 2021 and delivered, as promised, six months later (Covid delays) in September 2021. By May 2022 the backs of the chairs have pulled away from the mainframe, the legs are wobbly, and the fabric is wearing through on the arms. In addition, the cushioning under the fabric on the arms was less than substantial at delivery and the fabric sewn almost to the wood frame instead of onto substantial cushioning.The cost for these two chairs, including home delivery, was $1,329.89. I have tried repeatedly to reach this store by calling **********, the most recent being Monday, August 8 where I waited for 35 minutes to the same recording that “someone would respond.” On Tuesday, August 9, 2022, I waited for 15 minutes to the very same recording. I have tried, in good faith, to establish contact, but contact is blocked by a recording that clearly runs throughout the store’s business hours.
This is poor business practice and a demonstration of no professional customer service beyond securing a sale. I cannot compete with a recording for which no voice message can be left.
I would like for the BBB to contact this store on my behalf. My request is that these two chairs be picked up from my home and the total of my monies, including the add-on cost at delivery for four armchair sleeves, be returned.
Thank you for the consideration of this request.Business Response
Date: 08/13/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.
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. We would not return or refund the chairs.
The customer is currently scheduled on 8/16 for the technician to inspect both recliners. Once the chairs are inspected, we will have more information on how to assist the customer with any concerns they may have. We would like to ask for this claim to be closed as we are assisting the customer within warranty guidelines. Thank you for your attention to this matter.
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case#******Customer Answer
Date: 08/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ****Initial Complaint
Date:08/09/2022
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.
October 27.2021
$3724.82
2 recliner chairs
Chairs are damaged
No
Sales Ticket Number: ***-*****
See attached document for further details.Business Response
Date: 08/18/2022
Dear
BBB,
Thank
you for contacting us about the customer’s concerns with his chairs. We regret
to hear when a customer is unhappy with their products.
We
are currently in the process of servicing the furniture per our warranty. We
have attempted to reach out to ****** to inform parts have been ordered for
service, however the phone number he has provided did not allow our call to go
through. An upholstered seat with leg rest has been ordered for this service to
resolve and is currently being made to order. When it is ready it will be sent
directly to ******’s technician at which point he will be contacted to schedule
a return visit for installation to resolve.
As
we are currently in the process of service to repair per our warranty we request this
case to be closed.
Kindest
Regards,
La-Z-Boy
Incorporated
***** *.
Comfort
Care Representative
********Customer Answer
Date: 08/22/2022
Complaint: ********
I am rejecting this response because:The response from La-Z-Boy Incorporated indicating their inability to contact us because they couldn't get through to us on our landline is indicative of their lack of desire to reach an amicable solution to this situation. In addition to our landline telephone number, our purchase agreement with them includes our cell phone telephone number, our mailing address and our email address. We have no indication they have attempted to contact us using any of these alternatives.
All of our calls to Customer Service have gone unanswered. We called the La-Z-Boy Incorporated sales people in their Columbus, OH location and described our inability to contact Customer Service. The sales person said they would contact Customer Service and have them contact us. That has not happened as of this writing.
The La-Z-Boy Incorporated response to the Better Business Bureau did not include any quantifiable steps they are going to take in order to resolve this situation. This is testimony that their customer service quality is as poor as their product quality.
We do not want to close this issue until La-Z-Boy Incorporated refunds our purchase price in full and removes the defective merchandise from our homeCustomer Answer
Date: 08/25/2022
[BBB Transcription via Email]
From: *** <***.***************>
Date: Wed, Aug 24, 2022 at 12:34 PM
Subject: BBB Compliant ID: ********
To: <********************>
********,
I tried to create a letter with a description of each of these photos, but the document was too big to email. I think the images are self explanatory, but if you have any questions please call me.
Regards,
****** *****
************Business Response
Date: 08/26/2022
Dear BBB,
Thank you for alerting us to the customer's response.La-Z-Boy reviewed the customer's case to determine the customer was contacted several times to schedule the service appointment. The customer was called on 8/22 and 8/25. A voice message was left on both phone numbers with the technician's contact information. We would like to ask that the customer calls the technician to set up the installation of the service part. We would not refund or replace the chair. La-Z-Boy can resume with repair under warranty to resolve the hole in the seat.
We would like to ask for this claim to be closed as we continue to call the customer to schedule a repair date. Thank you for your attention to this matter.
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case#******Customer Answer
Date: 09/01/2022
Complaint: ********
I am rejecting this response because:The technician was called, came to our home and repaired the cushion and footrest on the manual recliner on Aug. 29, 2022.
The technician also evaluated the power recliner and determined it required
a new back and motor. The technician said he would order the parts and
let us know when he received the replacement parts. At that time we
will arrange for the technician to install the replacement parts. The
technician was unable to provide a time-frame in which the replacement
parts will arrive.
I do not want this claim closed until the power recliner has been completely repaired.**************
Sincerely,
****** *****Initial Complaint
Date:08/08/2022
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.
Re: La-Z-Boy
Two chairs and one sofa were ordered on 9/1/21.
6/23/22
• When we received the first delivery on 6/23/22, we were supposed to receive 2 chairs and 1 sofa. One chair was accepted. The delivery driver told us that the motor for the reclining function on the sofa was broken. He showed us a photo from his phone of the broken motor.
• One of the two chairs had a large stain across the back of it; that chair was returned to lazy boy by the delivery company.
6/30/22
• When this delivery arrived, we were told by the delivery driver that they did not
have the sofa. They did not know why it was not available for pick up from the
La-Z-Boy warehouse. They were told they could not find the sofa.
• They did have the chair that was returned on 6.23. The chair still had a stain across the back of it, from where it had been cleaned. This chair was once again returned to the La-Z-Boy warehouse.
7/11/22
• This 3rd delivery consisted of the sofa and the one chair that had been returned twice. We refused delivery of the chair because it had more dirt stains and spots than it originally had. It must be noted that this chair was covered with a plastic cover that was filthy from dirt.
• The sofa was delivered and the stain to the left side of the seat back was not noted until after the driver had left because we were so focused on the fact that the chair had to be returned a third time. I initially thought it might be a shadow effect from the lighting- it was not. There was also staining on the left arm of the sofa. By the time we noticed the sofa stains, the delivery crew had already left.
8/2/22
• Byron form Furniture Care Specialists arrived to clean the spot on the sofa. He said there was a spot on the arm that appeared to be a spill- that was cleaned successfully. He tried 3 times to clean the spot on the seat back, with no success. He told us that it was not a stain, but was a defect that required reupholstering.Business Response
Date: 08/10/2022
Dear BBB,
Thank you for making us aware
of this customer concern.
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.
We have been working with our
service teams and the customer’s purchase location to determine the best course
of action to move forward. Because the attempt to remove the stain on the
customer’s sofa was not successful, we have been reviewing alternatives to
service. Our Delivery Response Team attempted to reach the customer by phone on
August 9, 2022, in order to discuss their request for refund, this attempt was
unsuccessful. A second attempt at contact was made via email, we do not see
that the customer has responded at this time.
We regret that the customer
has been unsatisfied with their customer service experience up to this point. Once
we have received their response to our email offer, we believe that we will be
able to resolve the matter to their satisfaction.
Kindest regards,
La-Z-Boy Incorporated
********* **
Comfort Care Representative
********Initial Complaint
Date:08/08/2022
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.
I ordered a couch, loveseat, and a recliner in early December 2021. Both the couch and loveseat were delivered on July 26, 2022. Before delivery, the driver left me a voicemail that he was unable to locate the recliner at the warehouse. I have spoken with La-z-Boy customer service at least three times since August trying to obtain an update on whether or not the recliner is in fact at the warehouse. Every time that I have spoken with customer service I am supposed to get a response in the next couple of days, but have not received any response. I tried calling customer service again today August 8, 2022, but the phone line was not working. I have already paid for the recliner and would like to receive it.Business Response
Date: 08/22/2022
Dear BBB,
Thank you for bringing this customer’s concerns to our
attention.
Investigating this concern, the customer is currently
scheduled for delivery on August 30th. We respectfully request this
case be closed.
Kindest Regards,
La-Z-Boy incorporated
***** **
Comfort Care Representative
Case# ******Customer Answer
Date: 08/31/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********** ********Initial Complaint
Date:08/08/2022
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 April 2021, we purchased a couch and recliner from LaZboy in Mentor, Ohio. The furniture was delivered in May and the couch had a tear in the arm. The delivery men refused to let us refuse delivery since they already brought it in the house and said we had to call the store. So I immediately called the store and they said they would have a repair guy from their Comfort Care team contact us. I told them I didn't want a repair guy, I wanted a couch that was not damaged and this one returned. Then we reported a few weeks later that the recliner was getting stuck in the reclined position. The repair person did show up and his appearance was not one of a professional so we didn't allow entry to our home. In October, we went to the Mentor store and spoke with the Manager, Because of all our troubles, he approved us selecting a different recliner and same couch in a different matching material at no extra cost. The recliner was delivered in January 2022 and was correct, but the couch delivered was the same material that we already had (and did not match). The Manager said the sales person made a mistake and we would get the correct couch in June/July (voicemail saved). We were also charged $235 in February which I disputed and the dispute was rejected even though we were told no extra charge. We still have the ripped original couch and have not received notice when we will receive the new couch after numerous contact attempts with the store.Business Response
Date: 08/08/2022
Dear BBB,
Thank you for
contacting us regarding this customer concerns and giving us the opportunity to
resolve.
After further
review, we found that the customer chose a different cover for their sofa which
caused an increase in price. We spoke to store manager at customers store of purchase,
and store manager confirmed he discussed the price difference with the customer. Customer was
charged an additional $235 due to the difference in price of the cover that customer chose when reselecting. Due to customer choosing a different cover,
the wait time for the new sofa is longer than customer had anticipated. We quoted 4-7 months for sofa to be completed in production.
We have sense been in contact with the customer to advise they can expect their
furniture to be delivered in September.
At this time,
we will not be honoring customers request for a refund on the additional money
they were charged at time of sale. As discussed above, the increase in price was due to customer choosing a different cover
when reselecting. When La-Z-Boy issues a reselection,
we provide an instore credit for the cost customer paid for the sofa they are having replaced. If customer chooses a more expensive sofa, that there in store credit
does not completely cover, customer is responsible for the difference in price.
However, we are honoring customers request to have correct sofa delivered. As soon
as correct sofa becomes available for delivery, we will reach out to customer.
We kindly ask that this case be closed at this time.
Kindest
regards,
La-Z-Boy Incorporated
**** *.
Comfort Care Representative
********Customer Answer
Date: 09/19/2022
[BBB Transcription via Duplicate Complaint.]
Complaint ID ******** (attached)I would like to reopen this complaint #******** or open a new complaint as we were charged another $559 on the account. The store manager in Mentor, Ohio, ***, assured us there would be no additional charges for the fabric change and that he has it approved by his district manager last October and now there was the $235 in February and now an additional $559. No additional charges were authorized on this account (which is now over the limit and affecting our credit) and the store manager obviously lied to us as we don't have anything in writing.
Business Response
Date: 09/21/2022
Dear BBB,
Thank you for contacting us about ****
& *******’s concerns regarding funds being charged to their account.We have looked into the matter with the
customer’s store of purchase and have confirmed with the store manager that the
Market Sales Manager for the customer’s area has already been made aware of
this.A refund check in the appropriate amount
has been requested and will be mailed to the customer.
Kindest Regards,
La-Z-Boy Incorporated
***** *.
Comfort Care Representative
CM ******Customer Answer
Date: 09/22/2022
Complaint: ********
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 at this time. New couch was delivered today and it was also ripped and the footrest was broken. Needless to say, I refused delivery of the new couch. I would like to keep this complaint open until the refund check is received and an undamaged couch is delivered (which is estimated at one month by the Mentor store manager ***). At that time, I will resolve this complaint.
Sincerely,
******* ********Initial Complaint
Date:08/08/2022
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 March 9, 2022
Partial delivery June 3, 2022
Final delivery attempt July, 20, 2022-furniture product severely damaged, and refused. Examination of all furniture showed very bad quality & bad materials.
The store La-z-boy store on ******* ******* **, won't answer phones calls, return voice mails or emails.
When we DO reach a person, they make promises and then do NOT perform them. Attempts to reach them again is impossible.Business Response
Date: 08/23/2022
Dear BBB,
Thank you for bringing this customer’s concerns to our
attention.
The customer’s store of purchase has re-ordered two chairs
for the customer and allowed the customer to cancel the undelivered chairs. The
store is working with the customer to resolve all concerns for the customer and we respectfully
request this case be closed.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
Case# ******Initial Complaint
Date:08/08/2022
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 living room set of Leather sofas. we purchased, from Lazboy the extended warranty for 10 years that covers damage or leather issues. we paid this money to Lazboy. now that we have any issue we have contacted them for resolution. They told us we need to contact the 3rd party company that manages this. we did that, they said they needed paperwork which we provided. this went on for about a month. now that they have everything they say the cannot service it as the leather is no longer available. that should not be my issue for the money I paid for the warranty. we have went back to Lazboy to ask what they are going to do. they said they will look into it and now no one will respond almost a month later after several attempts. our sofa should be replaced with an equivalent.Business Response
Date: 08/08/2022
To whom it may
concern,
Thank you for
alerting us to this customers concerns.
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.
We will reach out to the customer to obtain more information on the sectional.
Please let us know
if additional information is needed to close this complaint.
Kindest regards,La-Z-Boy
Incorporated
***** *
Customer Service
Representative
********Initial Complaint
Date:08/05/2022
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.
Repetitive rescheduling of warranty repairs for 2 1/2 years
La-Z-Boy ticket # ***-*******
July 30, 2022
To whom this may concern:
Here is a history of dates we communicated with Lazboy on scheduling the repair. Not included are the times we called and could not communicate with anyone. We did leave several voicemails and even reached out to manager ***** ***/ or at the store we purchased the recliner in Wilkes Barre Twp. No resolution.
We have several times been redirected to third party companies (comfort care+ cerveco) which provided absolutely no resolution. They redirected us back to Lazboy Furniture.
Timeline:
1 4-19-20- initial scheduled appt cancelled by Laz-y-boy
2 11-24-21- repair man came to the house- ordered parts and had them delivered to my house- no work done that day because parts N/A
3 1-26-22 repair appt cancelled by Lazyboy
5 8-17-22 - appt scheduled however service rep informed me via phone they may not show
Business Response
Date: 08/09/2022
Dear BBB,
We have reviewed the service
order for customers **** and ****** ********. The customer called on July 16th, 2021 and was scheduled service. They were advised of the limited lifetime
warranty, labor fee, and handling fee. They were then scheduled for service on
August 10th. At the time of original scheduling, the area was being
handled by one service provider who was experiencing a labor shortage, due to
this, our service time frame were extended further than normal. The appointment
the customer was scheduled for needed to be rescheduled due to the only
technician in the area was out sick, the customer was then scheduled for
service on October 5th. Due to an unforeseen injury the technician
again was unable to complete service and the customer was rescheduled for
November 26th. Unexpectedly, the technician could not complete this
service appointment either. Because of the inconvenience for all of this, the
generally non-refundable labor fee was returned to the customer as a courtesy
and a sooner date request was sent to our service provider.
A technician visited the home
on January 4th and determined all needed parts to complete the
repair. Generally, there is a $13.99 handling fee, however, this was waived as
a courtesy due to the delay in completing service. Parts were ordered and
shipped directly to the customer. The customer scheduled for installation on
March 12th, but later called us asking to reschedule and was
scheduled for April 19th. Our team was then notified that this
appointment or the next, June 16th, could not be fulfilled and the
customer was rescheduled for August 17th. At this point, our
department reached out to ServeCo to request they step in and assist in this
service area. The customer is now scheduled for August 11th to
complete repairs to their chair. While it is not ideal the delays the customer
has experienced, we are following the warranty. The customer was provided a
full refund of labor for a unit from 2000 and has been offered a discount off
towards a new purchase. We feel confident the service will be completed on
August 11th.
As our team is working within
the terms of the warranty and as we have provided a full refund in labor, we
ask kindly that the case be closed.
Thank you,
******* *.
Comfort Care Representative
********Initial Complaint
Date:08/05/2022
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.
Contacted lazyboy for repair for my recliner. Was told at time of purchase, that there was a "lifetime warranty " on parts and mechanism. Went to the Lazyboy store who gave me a contact number. Left message. Approximately a week later called me back. Asked me to send picture of the tag on chair, which I did. Said they would send a technician to my home. A week later called me to say they would not honor warranty. Said they couldn't find a record of purchase from,"one if 6 authorized stores". The chair was purchased from an authorized Lazyboy dealer/retailer, with a showroom. When I purchased the chair they stressed the lifetime warranty. The Lazyboy rep was rude. I asked to speak with management. Was put on hold for 18 minutes. The next person I spoke with was rude. When I said I was going to complain to the Better Business Bureau, they said ,"Do what you want" and hung up on me. Was purchased from an authorized dealer and no time was it mentioned or stated in literature provided or online, that warranty was only valid for certain stores.Business Response
Date: 08/29/2022
Dear BBB,
We have reached out to the customer and the dealer, neither has responded.
Please we are asking that this case to be closed.
Kindest regards,
La-Z-Boy
Incorporated
***** *
Comfort Care
Representative
**********
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