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:08/04/2022
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.
My husband and I ordered 2 loveseats on 1-9-22 from Lazyboy Furniture Galleries at***** ** ******** **, *** ****** **. We paid 50% down, $3,750.00. We were told the order would be ready in 4-6 months ( their printed form says 4-7 months). In May I called and was told the order should come in June 2022. In June I called and was told the order would be here (Las Vegas) on 7-28-2022 and they would call us for delivery date. I called again today, 7-30-2022, and was told the custom order would not be available for a few more weeks! This is not acceptable! We want a full refund, which they refuse to give..
Business Response
Date: 08/13/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.
We regret to hear of the concerns related to receiving the furniture. While our products
are assembled in North America, we purchase materials from around the world. Many of our
global suppliers, as well as La-Z-Boy, continue to experience pandemic-related shutdowns, labor
shortages and importing issues which delays our production and estimated ship dates. La-Z-Boy reviewed the purchase records with the store location and determined the customer's order was cancelled and refunded in full.
We would like to ask for this claim to be closed as a resolution was reached between the customer and store. Thank you for your assistance.
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:08/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered a very expensive sectional…it arrived in a different color and was told by the salesperson that I ordered the wrong color, not her. Regardless, I finally ended up accepting it because I had waited 6 months to get it. The cushions aren’t filled full enough. The company sent someone out twice to repair and did sent new cushions that currently look worse than they did before they were replaced. I have huge dents in the fabric all over it that just appear out of no where…including the throw pillows. Have called many times and no answer after listening to music for hours. Sent an email, no response yet. I will email everyday I guess. I’ve never had anything so expensive that I absolutely hate.
At this point, I want it replaced completely or my money backBusiness Response
Date: 08/03/2022
Dear BBB,
Thank you for
contacting us regarding this customer’s 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.
Per the terms
and conditions of our warranty, signed for at point of sale, custom orders
cannot be canceled, refunded, nor replaced prior to, or after delivery. Upon
receipt of the custom furniture into the home, Comfort Care assumes responsibility
of repairing any manufacturing or material defects present.
This customer’s
sectional was previously serviced under warranty on June 6th, 2021
to address the concern with the cushions whereupon the cushions were replaced,
and the concern was resolved.
At least an
inch of compression is expected within the first year with normal use, which can
be mitigated with proper and routine maintenance.
Service can of
course still be provided, however being outside of the one year part and labor
warranty for the cover and poly, applicable charges would be incurred for the
service and parts provided.
We feel that
this customer is experiencing the expressed concerns due to normal wear over time
and kindly request that this case be closed.
Kindest
regards,
La-Z-Boy
Incorporated
******* **
Comfort Care
Representative
********Customer Answer
Date: 08/03/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
***** ****Initial Complaint
Date:08/03/2022
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 couch, chair, ottoman and table from La-Z-Boy Furniture San Diego Mission Valley location on March 20, 2021. The first issue I had with La-Z-Boy was the salesperson assured us we would be have our couch and chair delivered by June. That turned out to be a lie. Those items were not delivered until the end of July. In January 2022, we noticed that one side of the couch was dipping considerably. A technician came to my house in February and said that there was a defect. He ordered a part and said it would be delivered to my home. Once it was, I had to call and make an appointment for someone to install it. I did that and the new part was installed in February. The same problem occurred in April. I called again and complained that there was obviously a problem with the quality of the couch. I asked if I was covered under warranty since it was less than a year old. I was told it could be fixed and another technician was sent. The problem was not solved and the couch still dips. I’ve tried to call the call center many times. No one has answered and I’ve been left on hold for hours. I was sent another part but cannot reach anyone to install. And I truly don’t believe it will fix the problem. I spent $1800 on this couch and it is horrible quality. It’s unacceptable that this company is not standing behind their product.Business Response
Date: 08/10/2022
Dear BBB,
Thank you for alerting us to the customer's concern.
We regret to hear the customer is unhappy with the furniture received. La-Z-Boy reviewed the service records for the customer and determined a service date is scheduled for 8/13 to install parts on the sofa. La-Z-Boy will make repairs within the terms of our warranty to ensure the sofa meets manufacturing standards. If additional parts are needed after service, we will review and order the parts accordingly.
We would like to ask for this claim to be closed as we are assisting the customer within our warranty guidelines. Thank you for your time and attention to this matter.
Kindest regards,
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
**********Initial Complaint
Date:08/03/2022
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.
Spent almost $2K on a chair and an ottoman. Delivered 5 months later and the stitching on the chair cushion was unraveled upon delivery. Delivery people said, "Not our problem, we just deliver." Went to the store on Tuttle Pky Columbus Ohio where we bought it and they said, "Not our problem, we just sell the stuff."
11 months later and we still have no resolution. Customer Care 800# does not answer their phone.Business Response
Date: 08/04/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.
La-Z-Boy located the customer's purchase records for the chair and a half and the ottoman. We regret to hear the customer's concerns with the furniture were not resolved in a timely manner. The customer was contacted on 8/4/2022 and left a message regarding the chair. A new cushion was ordered for the customer and should arrive within 2-3 weeks via UPS or FedEx. The cushion does not require a technician to install. If the customer needs further assistance, we will be happy to help within the terms of our warranty.
We would like to ask for this claim to be closed as the issue is now resolved. Thank you for your time and attention to this matter.
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case#******Initial Complaint
Date:08/03/2022
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 February 2022, I purchased a electrical recliner from La-Z-Boy in Roseville. After purchasing this $2,800 recliner, I had it delivered. After approximately 3 weeks of use, the back lumbar motor broke, can caused a metal rod to protrude from the backside of the chair. This rod caused damage to the leather and my chair no longer was usable. I called La-z-boy customer service to get this repaired. The earliest they said they could get someone to repair the chair was going to be July of 2022. That is approximately 4 months to repair a chair. Keep in mind, the reason I purchased this chair was because I had a scheduled surgery and need a chair to sleep in upon doctors orders.
In July the repair guy came to repair the chair, he stated the lumbar motor in fact broke and this was because the company decided to go with a cheaper motor and use plastic. So the the plastic part broke and caused this problem. The repair guy said the replacement parts would be ordered and should be at my house within a week.
It is now August, a month from the repair, and I have not received all my replacement parts. I have contacted customer service and they have no updated time for repair, and have no updated time on when the replacement parts will be here. Im sure when the replacement parts come and I schedule a new repair date it will be another 4 months to schedule repair.
At this point this chair has been useless to me and my family. Im ready to pack up this chair and return it to the stores front door.Business Response
Date: 08/17/2022
Dear BBB,
Thank you for
contacting us about customer's concern.We sent a
technician out to customers home for an inspection on July 8th and our tech advised a new lumbar assembly and new upholstery for the outside back was
needed to resolve customers concerns. Tech immediately ordered the parts after
the service visit. On July 25th customer received
the Lumbar Assembly and called to check on the status of the leather for the outside back of her chair. We advised customer we would reach out to
the service center to get an update on the arrival of the leather. On July 25th we emailed the service center who advised leather was expected to arrive in inventory very soon. We are closing monitored customer ticket to ensure she would be contacted to schedule service once part was received. Our records show the part arrived at customers home on Aug 13th, and we have reached out the service provider to get customer scheduled for techs return visit. Customer will receive a call in 2-3 business days to schedule the appointment & we have advised her to expect there call.
We will not be
honoring customers request at this time for a full refund. Customers parts were
successfully received as of August 13th so we will continue to
resolve customers concerns through service at this time. However, we will be accommodating this customer by offering her
compensation once service is completed. Once service is completed customer will
be contacted with the amount of compensation to ensure she approves. We respectfully ask that this case be closed.
Kindest regards,
La-Z-Boy
Incorporated
**** **
Comfort Care
Representative
********Initial Complaint
Date:08/02/2022
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 3 pieces of furniture on 02/12/2022 for a total of 7,241.91. They told that we would be receiving the furniture within 4-8 months and that someone would call us in two weeks for a delivery date. No one ever called us. We have had to continuously call them and they are never able to give us a date. Finally we were told July. We called again in July and then they told us "oh actually August or September" but still unable to give us an actual date. My husband is in the military and we are coming down on Military Orders to move in a month or two. We explained this to La z boy to try to get a solution for either getting our furniture faster or getting it delivered to Rhode Island. We have called 3 different times about this and each time they say they have to reach out and call higher up. Til this day they have not called or reached out to anyone. An employee said that we may have to cancel the order, so we called back asking if we could cancel since they will not be able to deliver the items on time and we face federal punishment for not following military orders. The sales rep who anwsered the phone threatened us saying well be charged 50% if we try to cancel. So when we asked how we can get our furniture then he stated he didnt know, hed have the manager call us. The manager has not called us and no one at corporate is anwsering the phone. We are now scared that we will never get the furniture and laz boy will still charge us for it.Business Response
Date: 08/04/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.
La-Z-Boy reviewed the purchase records for the customer. At the time of purchase, the customer was quoted 25-42 weeks with the expectation it will be closer to 42 weeks. The current estimate for the furniture is November 1st or sooner, which is around 37 weeks. We are still within the production estimate the customer was quoted at the time of sale. Regarding the concerns with the customer relocating, at this time we have not been provided a date when the customer is leaving. If the customer needs to move before the furniture is ready, we will assist the customer with other resolutions. The store also called the customer on 8/2 to inform of the status.
We would like to ask for this complaint to be closed as the furniture is expected within the quoted timeframe. If the customer has to move, we will assist with alternative resolutions. Thank you for your attention to this matter.
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case# ******Initial Complaint
Date:08/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered a sofa 7 months ago and was told it was a 5 month wait . We exceeded that time frame and when called and spoke to ***** at the Hendersonville TN office she told us she doesn’t know when it will be ready . After placing several emails , phone calls we got one call saying that they didn’t know . The customer service is a joke and we would like a full refund . Unacceptable serviceBusiness Response
Date: 08/12/2022
Dear BBB,
Thank you for bringing this customer’s concerns to our
attention.
The store this customer purchased from is an independently
owned and operated location. As a result, we do not have access to their
customer information, sales information, or service information. To assist with
resolving this concern, we had to work with the dealer for the store of
purchase.
The store has indicated that they are going to refund the
customer. We respectfully request this case be closed.
Kindest Regards,
La-Z-Boy Incorporated
***** *.
Comfort Care Representative
Case# ******Initial Complaint
Date:08/01/2022
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.
Recliner bought on 2/06/2020. Paid $2,524.99. The chair is broken and we have gone through all of there demands to have Comfort Care and Serv-pro out to tell us it couldn't be fixed. The chair is under warranty. We have been dealing with this issue for close to 5 months. They were supposed to deliver a new chair, the delivery guy called and said it was all torn up on the side. My husband uses the chair due to his Sleep Apnea. All we want is his new chair and no more run around by the companyBusiness Response
Date: 08/13/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.
La-Z-Boy reviewed the sales record for the customer to determine that the chair was delivered on 8/12/2022. We regret to hear of any inconveniences with the previous chairs in the home. Should the customer need any assistance with the new chair, we will be happy to help within the terms of our warranty.
We would like to ask for this claim to be closed since the chair was delivered to the customer. Thank you for your time and attention to this matter.
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case#******Initial Complaint
Date:08/01/2022
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 2 couches. 1 was delivered and the other was backordered with no delivery date available. I cancelled the back ordered couch and was charged $601.85 for a "restocking fee". They also refused to refund the $500 I paid for an extended warrenty on the couch. So I lost a total of $1101.85 in fees for a couch that was not even delivered. I called the store several times and sent a regestered letter to the store manager, attempting to get a refund, but they refused.
A copy of the letter is also uploaded.
The purchase agreement does say I may be charged a restocking fee, but the sales associate said it was only charged after 3 days from when I received the couch. The sales associate said if it did nto fit or was the wrong share of brown I could return if for a full refud up to 3 days from receiving it.
The extended warrenty purchase terms do allow for a full refund, but the store refuses both verbal and written requests for this refund.Business Response
Date: 08/04/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.
La-Z-Boy reviewed the customer's purchase record with the store location to determine the amount for restocking fees. Per the terms and conditions of sale, the 30% restocking fee applies after the sale if the item is returned. This applies regardless of being returned within 72 hours for all returns. The store also offered to refund the customer $330 of the protection plan for the sofa that was returned. This offer was refused as the customer stated they would like to pursue further action. The cost of the protection plan on the sofa was $360 as the protection plan price is 12% of the sale price of the item. The customer was charged correctly based on the signed sales agreement.
We would like to ask for this complaint to be closed as we are following the terms and conditions of sale. The customer was also offered a refund of $330 for the protection plan as a courtesy, however this offer was declined. The customer will need to contact the store to discuss any other options they may have at this time. Thank you for your assistance.
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case#******Customer Answer
Date: 08/05/2022
Complaint: ********
I am rejecting this response because:I am responding in 3 emails due to attachment size.
The "Restocking fee" response:
I purchased 2 couches instead of a couch and love seat, and was unsure that 2 couches would fit in my room.
At the time of purchase the sales associate told me that iof the seond couch did not fit I had 3 days to return it, before being charged a restocking fee.
Since the second couch was not delivered, and was backordered with no delivery date given, when I cancelled the order, I should have received a full refund, according to the sales associate assurance I was given verbally. The sales terms do say I will be charged a 30% restocking fee for returned merchandise, but I did not receive it so it is not a returned item that needed restocking.
The extended warrenty refund response:
I was charged $1000.00 for the extened warrenty on the 2 couches I purchased.
Since I canceled the order for the second couch before receiving it, I should receive the full refund of $500 for the unused warrenty, not the partial refund of $330. The sales terms on the extended warrenty do say I am entitled to a full refund if I cancel it.
I will send supporting documents separatly, due to size.
Sincerely,
******* ******Customer Answer
Date: 08/08/2022
Complaint: ********
I am rejecting this response because:The Extended warrenty cost charged to me was $500, and I want the entire amount refunded.
Offering to keep $170 of the extended warrenty cost, and refund $330 is unacceptable and is not consistent with the warrenty termination terms on the sales agreement.
The sales associate misled me by saying I had 3 days to return the item if it did not fit my room, which I understood to mean 3 days after I received the item.
Since the item was not delivered and no delivery date was avail;able when I cancelled the order, I should nto have been charged the "restocking Fee" either!!!
I have the documents to prove these terms and dollar amounts but am unable to attach them to this automated response?
Sincerely,
******* ******Business Response
Date: 08/08/2022
Dear BBB,
Thank you for
alerting us to the customers concerns.La-Z-Boy does not offer an extended warranty on our furniture, though stores do offer protection plans. For this store, the protection plan is offered by *******. According to out records, the customer's protection plan cost $360 for the sofa. When a customer purchased a protection plan on their La-Z-Boy furniture, the plan is non-refundable. as it will still apply to the piece that was purchased and cancelled off the order. The document the customer provided is from the protection plan information for their ******* protection plan and directly references *******'s policy regarding their plans and the customer would need to speak with ******* for additional information on their policies. The store was offering to issue $330 from the store not from *******.
Please let us know if there is anything else need from us to resolve.
Kindest Regards,
La-Z-Boy
Incorporated
***** *
Customer Service
Representative
********Customer Answer
Date: 08/17/2022
Complaint: ********
I am rejecting this response because:The receipt I sent to BBB clearly shows that I was charged $1000 for the extended warranty on 2 couches, which is $500 each.
I am not sure why the store thinks the warrenty was $360, since they did take $500 for each warrenty from me, as shown on the receipt I sent to BBB.
I did contact ****** and was told that LazyBoy did not open an extended warrenty on the couch with ******* since it was never delivered.
Since ******* did not receive notice that the couch was delivered and was never paid for the warrenty, they said the store needed to give me the money back.
Sincerely,
******* ******Business Response
Date: 08/25/2022
Dear BBB,
Thank you for contacting us about the
customer’s additional comments and concerns.
Typically we do not refund protection plans
at all when a customer re-selects as the plan will become active on the new
furniture once it is in the home. Per the terms and conditions of sale signed
and agreed upon by the customer protection plans are non-refundable and a 30%
restocking fee would apply. We have offered to refund $330 of the non-refundable
protection plan as well as discounted the 30% restocking fee to 20%.
We feel the customer’s local store has
gone above and beyond in acting outside of the agreed terms and conditions of
sale to accommodate this customer. 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: 08/28/2022
Complaint: ********
I am rejecting this response because:Lazy Boy has not addressed teh actual content of this complaint.
I was charged $500 for an extended warrenty on furniture that Lazy Boy did not deliver to me.
Offering $330 as a partial refund is not consistent witht he legal written terms of the sale.
After these repeated attempts to get my money back and due to the lack of a coherent response from the business, I will take legal action through the courts to resolve this matter.
Sincerely,
******* ******Initial Complaint
Date:08/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a living room set from La-Z-Boy Furniture *** August 15, 2021. We were told to expect delivery in six months. The furniture was delivered to our home May 21, 2022. We paid a down payment at time of sell and balance prior to delivery. The day the furniture was delivered, upon inspection we found several problems with the craftsmanship of the furniture. The fabric is not taunt on the couch, chair and ottoman which causes wrinkles on the cushions on all of the pieces. The padding under the fabric is not even, creating indentations under the fabric. The fabric on the chair in two places is so lose it wrinkles. We visited the store the day after delivery, May 22nd and shown the employee the photos. The employee committed to opening a claim and we were to expect an inspector to come to our house. This didn't occur, so we visited the store again a few weeks later and they scheduled the inspector. The inspector confirmed the problems we have with the furniture. We were told to expect to hear from them in two days which didn't occur. We visited the store a few weeks later and spoke with the Manager, *******. ******* called their service department while we were at the store and we were asked to provide additional photos which we did. I spoke with the service department during *******'s call and was told we would hear from them after I provided the photos. The service department employee did confirm to me, the inspector agreed with the problems. I have an email that indicates such. We didn't hear from the service dept again.. We visited the store again on July 22, 2022 and ******* committed to us to call his manager and the service department again for us and they would contact us on Monday July 25th. Again, we received no contact from *******, his manager or the service department. We have tried to work with them and be patient for resolution to no avail. We expect the furniture to be replaced. Our sales order number ***-*****.Business Response
Date: 08/18/2022
Dear BBB,
Thank you for bringing this customer’s concerns to our
attention.
We are providing the customer with reselection on their
sofa, chair, and ottoman. Reselection is the name of the process whereby we offer
a customer a credit at their store of purchase equal to the purchase price of
any unit for which we are offering reselection. The customer can use this
credit toward any purchase in the store. In order to process the paperwork for
a reselection, we require several photographs, including of the product
identification tags. Because of the difficulty in obtaining these photographs
from the customer, we have gotten permission to provide the reselection without
them. The paperwork has been submitted and the customer’s store of purchase can
assist them with completing the process.
Kindest Regards,
La-Z-Boy Incorporated
***** *.
Comfort Care Representative
Case# ******
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