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
- 611 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:07/28/2022
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 custom living room furniture from La-z-Boy on February 12, 2022. The order took 10 weeks to be completed and the furniture was delivered to our home on April 30th, 2022. The first time I sat in one of the recliners it broke/was broken and the recliner would not function. We called customer support immediately, and we were told a technician would have to come to our home to repair. The earliest technician appointment we could get was July, 14th, 2022 (over 2 months later!). The technician came to our house for the scheduled appointment, but said he did not have the equipment in his truck to fix the problem and we would have to schedule another service appointment. We scheduled another appointment for July 28th, 2002. On the morning of July, 28th, we received a call that our appointment was canceled due to the technician being out of work and we will have to reschedule another service appointment. We have had a recliner since April 30th that does not work! We have attempted to discuss the situation with store management from the Newington, CT store (where we made the original purchase) to no avail. We purchased a protection plan with the furniture as well. Calls to customer service keep us on hold for hours. This has been the absolute worst customer service I’ve ever encountered. I would not recommend purchasing furniture from La-z-Boy. They do not stand behind their customer service claims. Since we cannot get a technician to fix the recliner, I would like la-z-boy to replace it with a new one or get a refund.
Business Response
Date: 07/29/2022
Dear BBB,
Thank you for alerting us to the customer's concerns.
We regret to hear of the service cancellations the customer has experienced. La-Z-Boy reviewed the service records and determined the service is rescheduled for 8/9. The customer is also approved for compensation once the repair is complete due to the delay in resolution. The amount will be determined after the service date. Once the report from service is obtained, we will contact the customer to further discuss service and ensure the concern was resolved.
We would like to ask for this claim to be closed as we are working directly with the customer on a resolution. The customer will be provided compensation due to the delay in having the unit repaired. Thank you for your assistance in this matter.
Kindest regards,La-Z-Boy Incorporated
******** *
Comfort Care Representative
Case#******Initial Complaint
Date:07/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a Lazyboy couch with electric seat recline. Within 6 months the cushions were lumpy and sticking out in the front. A repair person came to fix and made the couch worse. Upon contacting Lazyboy I was told “normal wear & I must be scooting off the couch. No couch should look like this within 6 months. Customer Service was rude and not helpful!Business Response
Date: 07/29/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.
La-Z-Boy reviewed the service records for the customer. The photos from service were reviewed by our team of specialists and determined the damage to be a result of use. With all furniture, we do recommend regular care to the cushions to smooth the fabric into place after use. This will ensure the cushions keep their shape and maintain the appearance. While we regret to hear the customer is unhappy with the furniture, the item is within all manufacturing specifications and not defective. We cannot provide a return or refund for the sofa.
We would like to ask for this claim to be closed as we have assisted the customer within warranty guidelines. The furniture is within manufacturing specifications and cannot be repaired or returned. 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: 08/01/2022
Complaint: ********
I am rejecting this response because:These cushions are attached due to being recliners they can neither be smoothed out or straightened in anyway. The cushion repair made the situation worse. This couch is an inferior product.
Sincerely,
***** ******Business Response
Date: 08/02/2022
Dear BBB,
Thank you for alerting us to the customer's response.
La-Z-Boy reviewed the photos and the report from the technician's service visit on 6/29. The seat cushions were adjusted and straightened within specifications. Based on the photos and the report, any prior defects in the sofa are no longer present. We would not be able to further assist with service as the concern was resolved. Thank you for your assistance in this matter.
Kindest regards,
La-Z-Boy Incorporated
******** *
Comfort Care Representative
Case#******Customer Answer
Date: 08/07/2022
Complaint: ********
I am rejecting this response because: the cushion piping does not line up and there are bumps.
Sincerely,
***** ******Initial Complaint
Date:07/27/2022
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.
What happened to La-Z-Boy? They use to have a great reputation.
My wife and I placed a custom order with La-Z-Boy for three power recliners along with batteries, and extra material all to be made from the same bolt of material/dye lot.
Looks like La-Z-Boy Furniture Galleries told us, twice, along with two other locations, what we wanted to hear just to get me to place my custom order.
Once ordered, we were given an estimate of 4 – 7 months for delivery. However, after about two weeks we get a voice message from La-Z-Boy stating that our material and batteries are in, but the chairs are not made yet and the upholstered portions of the chairs are not upholstered.
I contacted the manager about this and he said he would order us extra material after the chairs arrive if the extra material there does not match per my eye and repeat ordering the extra material until there is a match. He didn’t say how many times he’d re-order extra material to try and obtain a match, how long each of these orders for extra material will take, where and how the chairs will be held until the custom order is completed, what La-Z-Boy will do if they are unable to fulfill our custom order or anything about storage fees La-Z-Boy will charge after a short time.
I called the La-Z-Boy Customer Service Center regarding this and they told me that they only deal with Warranty Issues and if the chairs are delivered, and I accept them, the store is no longer responsible for them and it falls to the La-Z-Boy Customer Service Center but only for Warranty Issues.
So it looks like the offer to keep re-ordering extra material until a match is obtained is yet just another ploy to try to get me to accept a partial delivery, something which is not my custom order, in hopes I’ll accept the non-custom order removing the stores responsibility.
This is not the custom order we made. Can the BBB please help me have my custom order fulfilled as I was assured it would before I placed the order?Business Response
Date: 08/12/2022
Dear BBB,
Thank you for bringing this customer’s concerns to our
attention.
Our stores handle sales concerns and Comfort Care handles
service concerns for all our corporately owned stores.
We are unable to guarantee a dye lot match between the customer’s uncut yard of fabric and the rest
of their purchase. Our fabric and leather suppliers are kept to strict
guidelines as to the appearance of any cover but, as each cover is different,
there is a certain allowable variance within each pattern. Such a concern, if present, should be brought
to the store’s attention immediately as the store manager would be in the
position to assist with uncut fabric. Comfort Care, our service department,
assists with concerns as it pertains to furniture that is in the home. With uncut
fabric, the customer’s store of purchase would be the point of contact for
resolution.
We have contacted the customer’s service to assist. The
store advised that the customer’s order is completed and ready to schedule;
they advised they would be calling the customer immediately to collect the balance
owed and schedule delivery.
Kindest Regards,
La-Z-Boy Incorporated
***** *.
Comfort Care Representative
Case# ******Customer Answer
Date: 08/22/2022
Complaint: ********
I am rejecting this response because:Please let me put us back on point. There was no (yard) of fabric, which I had, that I wanted La-Z-Boy to match.
I made a Custom Order, in good faith, based upon what I was told by multiple (four) La-Z-Boy Furniture Galleries locations. I wanted to make sure that the extra (yards) of material which I was purchasing together (at the same time) with the three pieces of furniture, all Custom Made, would be cut (at the same time) and off the same bolt of material/dye# so that all the material would match.
This way, when the fabric for the furniture was cut, the extra (yards) of material would simply be cut at the same time and off the same bolt of material/dye#.
We visited three local La-Z-Boy Furniture Galleries and, in addition, I visited one by myself located much further North. All four of these La-Z-Boy Furniture Galleries locations said that it would be no problem. When we went back to the La-Z-Boy Furniture Galleries where we placed the order the Salesperson checked a second time, which was just before the order was placed, just to be sure, and said it would be no problem.
Since all four La-Z-Boy Furniture Galleries said the same thing, and in addition, on the day the order was placed, just prior to placing the order, the Salesperson checked a second time, just to be sure, that this was not a problem, I had believed they would do this, so I placed the Custom Order.
What they are wanting to deliver is not the Custom Order I made. That's why I'm asking the BBB for help in obtaining what I ordered.
Thank you.
Sincerely,
***** *******Business Response
Date: 08/23/2022
Dear BBB,
A custom order is one where the customer’s choice of furniture
style, cover (fabric or leather), and whatever upgrades the customer may
have chosen is not a combination kept in stock by the local store. As a
result, custom orders must be ordered and produced at one of our plants for the
customer. When the plants processes an order, they arrange for all the parts to
be ready for an order, including any fabric, which would all be cut at the same
time for the order.
The customer’s order has been completed and is ready to be
delivered. The customer’s store of purchase has called the customer to collect
the remaining balance and schedule delivery but, per the notes in the sales
ticket, they couldn’t get through. Once delivery is scheduled, a delivery team will
take the customer’s order to their home. At that point, if there are any
concerns, La-Z-Boy can assist to bring those concerns to resolution.
Kindest Regards,
La-Z-Boy Incorporated
***** *.
Comfort Care Representative
Case# ******Customer Answer
Date: 08/31/2022
Complaint: ********
I am rejecting this response because:
La-Z-Boy responded, "any fabric, which would all be cut at the same time for the order".
They did not say, all fabric would be cut from the same material/dye#. But that is what was ordered, in good faith, and only after Four La-Z-Boy Furniture Galleries said the same thing, that this would be no problem. Then, and only then, was the Custom Order placed.
Before asking BBB for their help, I had called a local La-Z-Boy Furniture Galleries Store and the salesperson I spoke with made a call to someone who is somewhere in the flow of custom orders. The salesperson called me back and said the person they spoke with said "the cut material might not be from the same lot".
I did my due diligence before placing this custom order with La-Z-Boy.
How many La-Z-Boy Furniture Galleries does a customer have to check with before placing their Custom Order in order for the Custom Order to be made as they wanted, as they verified was no problem? We thought Four La-Z-Boy Furniture Galleries was plenty.
In order for the customer, i.e. my wife and me, to check if some random lot material just happens to be a match would be very time consuming and we were not going to make any purchase which would involve having to do that. Hence, the Custom Order was made only after all Four La-Z-Boy Furniture Galleries said that this would be no problem.
To have the delivery people come to the house two different days, at La-Z-Boy's expense, one in the middle of a bright, sunny day and the other after dark, and move the furniture between two rooms, each time, so the random lot material could be compared to the chairs, would be too much work and no Furniture Company, or customer, would want to pay for that. In addition, when the next random lot piece of material is received, the same procedure would have to be done all over again. And how many pieces of extra material are going to be ordered and checked in this manner until a match just might possibly be found? In addition, the furniture could not be accepted until a match was found since the order would be incomplete and no modification, for the disabled, to any of the chairs would be possible without first having a complete order with all material a perfect match, the same lot/dye#.
If La-Z-Boy would give me the Fabric Manufacturers identifying lot/dye numbers the Fabric Manufacturer stamped on the back of the fabric and show me where I can view this identification on the fabric on the chairs, and on the extra yardage, I assume I would be able to verify whether the fabric is cut from the same material/dye# very easily.
La-Z-Boy Corporate, thus far, has not offered anything to correct their error and complete my Custom Order. That's why I'm asking the BBB if they can please help me with obtaining what I ordered.
Thank you.
Sincerely,
***** *******Initial Complaint
Date:07/27/2022
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 bought a couch in summer 2020 from the Springfield PA store. I purchased the extended warranty/protection plan. The couch fabric has threads which are just evaporating or separating for no apparent reason. I tried to contact LZB customer service directly but apparently it is impossible to get anyone on the phone or an email response. This product quality is unacceptable. I want a credit, replacement, or repair. I just want my couch to not fall apart. Thanks.Business Response
Date: 07/27/2022
Dear BBB,
Thank you for alerting us to the 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. The 5 year fabric protection plan the customer purchased is through a 3rd party company called Servco. All claims filed through Serveco are separate from La-Z-boy. The customer would need to contact Serveco directly for any questions regarding the protection plan.
On 7/27/2022, the customer was contacted via email and additional photos requested of the furniture. The customer was also informed the fabric is outside of warranty and repairs are on a charge basis. Once photos are provided, we will be happy to assist the customer with options for repair.
We would like to ask for this claim to be closed as the customer was contacted regarding service. Thank you for your time and attention in this matter.
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
***********Customer Answer
Date: 07/28/2022
Complaint: ********
I am rejecting this response because: this response is not helpful at all. I submitted a claim with Serveco. We'll see what they say. So far I am not happy with the customer service I am being provided, or lack thereof. Horrible communication.
Sincerely,
******* *******Initial Complaint
Date:07/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Lazy Boy Recliner on May 10,2021 it had to be ordered. I received it in Aug.2021. the seat fabric started pleat ing & the foam of the arm was so soft you could feel the wood of the arm under the soft foam ...no support whatsoever. I called with the complaint inJan.2022,they send a man out .in May, he took a picture & said someone will get back to me. When I didn't hear from anyone, I tried calling& no one picks up. So made a trip to Pitts. to see the manager, but he was not there.,called before 2 which is what they told me ,no luck there. the sales girl said if you pay $300. more dollars they may upgrade just the seat. The recliner is unexceptable in this condition & I paid a lot of money for this chair & I should not have to pay more money ,when the chair was'nt right in the first placeBusiness Response
Date: 07/27/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.
La-Z-Boy has reviewed the service records for the customer. On 7/27/2022, the customer was called and offered a reselection. This is an instore credit for the price paid for the chair to be used to purchase a different chair. If the new chair is more expensive, the customer will be responsible for a price difference. La-Z-Boy will remove the old recliner when the new one is delivered. The customer accepted this resolution and will begin looking for a new chair.
We would like to ask for this claim to be closed as the customer is receiving in-store credit to purchase a new chair. Thank you for your attention to this matter.
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case#******Initial Complaint
Date:07/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a La-Z-Boy couch back in November 2021 and I waited 6 Months For the sofa to finally be delivered. After the couch was delivered my wife and I noticed that there was damage to the back of the couch. We immediately contacted the store to advise them that the couch had damage and they referred us to the customer service number and also told us that the manager of the store would call us back. We never received a call back from the manager. I made several attempts to contact customer service at the number they provided which is ************. I contacted that number at least five different occasions and I was on hold each time for about two hours. No one ever came to the line. I believe this is a bogus number. I am not sure how to proceed from this point. I either want the sofa to be fixed or just receive a full refund for the sofa. My family and I have always enjoyed having La-Z-Boy sofas however their customer service has left us wanting. Our order was a special order and to be quite honest it was very expensive. My wife and I are both hard-working people. We work every day and it’s very difficult for us to stay on hold to try and get a hold of a customer service representative with La-Z-Boy. At this point if lazy boy does not comply with our request we will no longer do business with that company ever again. We have many family members and friends that we will tell about our experience if the situation is not rectified.Business Response
Date: 08/09/2022
Dear BBB,
Thank you for contacting
us regarding this customer’s concern.We had dispatched
a technician to the customer’s home to inspect and repair the furniture on 07/30/2022.We received this
technicians report advising that the tack strip on the middle back of the Sectional
piece had been pulled out. The serviceman reattached the tack strip resolving
the concern and bringing the product back to its manufacturing specifications.We kindly request that this case be closed.
Kindest
regards,
La-Z-Boy
Incorporated
******* **
Comfort Care
Representative
********Initial Complaint
Date:07/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered a recliner March 2021, recliner was delivered Friday September 17th 2021. We called Monday September 20th to file a complaint with the store because there were many imperfections with the chair, request to return chair they refused to replace chair until technician had an opportunity to look at chair. Scheduled a technician to come review issues. Technician came 10/30/2021. Technician verified many issues with chair and ordered parts. I called LazyBoy as I didn’t want chair repaired, I requested chair replacement. They again refused and scheduled parts to be mailed to my house. Couldn’t schedule repair until parts were mailed and received at my personal home. Where I had to store them and call for technician to come and replace parts. Once parts received In November I called to schedule and they couldn’t get a technician out until 2/25/2022. Again technician came and wasn’t able to repair chair without additional parts. Called Lazy Boy again, requesting the chair be replaced. Again they refused and mailed additional parts to me. I have stored parts and have made several attempts to schedule repair without being able to connect with an operator. Today I called again, hung up after being on hold for over 2 hours. As of today 7/6/2022 chair is still not repaired and the burden of repair has been put on me. I paid full price for a broken chair. Lazy Boy refuses to take responsibility for delivering a broken chair.Business Response
Date: 07/29/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.
La-Z-Boy has reviewed the service records for the customer to determine the following information. A back upholstered was ordered for the chair. A service visit is reserved for 8/23 to install the back. La-Z-Boy's warranty is for service and repair, therefore would not provide a refund or replacement of the chair. At this time, the part will need to be installed on the chair to resolve the concerns with the cushion. Should this not resolve, or the customer has additional concerns after the part is installed, we will continue to assist under the terms of our warranty. Due to the delay in service appointment dates, the customer was also approved for compensation once the repair is complete.
We would like to ask for this claim to be closed as we are assisting the customer in accordance with our warranty. The customer was also offered additional courtesies due to the delays they have experienced. Thank you for your attention to this matter.
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case#******Customer Answer
Date: 08/15/2022
Complaint: ********
I am rejecting this response because:Had anyone informed us, that if our furniture was to be delivered broken that we would be stuck with broken furniture, made responsible to get furniture repaired, store parts, and take time off work to get furniture repaired, we would have never purchased from the Lazy Boy company. I never signed anything to this agreement. We are NOT satisfied, nor have we ever been. I am requesting a FULL refund as I have never received what I paid for.
As of today we have received damage goods and have been told to accept them as new. I have spent over 12 hours of my time scheduling appointments for technicians to attempt to make repairs, taken time for two technicians on two separate days to look/repair chair. While 10 months later and numerous phone calls for a chair that is still damaged! Offering me $80 then $120 for my time and inconvenience is an insult. Lazy Boy has made No effort to provide me with what I paid for. In stead the responsibly has been left to me, the customer to fight for what I paid for. Which is unethical! LazyBoy company was fully aware of the problems and have made zero attempts to make this chair to “manufacturer standards”. The bourdon has been placed on me, the customer. Which is professionally unacceptable. It’s obvious Lazy Boy doesn’t care about their customers or the quality of their furniture after the sale has been completed
I would also like to note that even if they repair the back of the chair, which is the item they mailed, in which I have stored for months for them. The chair will still not meet manufacturer standards. There are still other issues with the chair, like the seat section is not straight and it makes a loud spring sound when rocking. The noise is loud and disruptive if you are trying to sleep or watch TV. Not to mention the manufacturer warranty will expire in less than 2 months. I am highly concerned that lazy boy has dragged this process out so that I would be stuck with a broken chair and out of the warranty time limit. I also do not believe the warranty time limit should go into effect until I receive a chair in proper working order. This is why I am requesting a FULL refund and return of the chair. The warranty is about to expire and I do not want to be stuck with this problem any longer.
Sincerely,
****** *****Business Response
Date: 08/18/2022
Dear BBB,
Thank you for updating us on the customer concern.
We have reviewed the case and have contacted the customer serval times leaving voicemail each time to contact us back. We would like to offer the customer a reselection. However, customer would need to speak to us before we submit the paperwork.
Kindest regards,
La-Z-Boy
Incorporated
***** *
Customer Service
Representative
CM******Customer Answer
Date: 08/20/2022
Complaint: ********
I am rejecting this response because,I have tried numerous times to call you back. Unfortunately, I always end up on hold for a long periods of time. I did the text call back Friday 8/19. After waiting 28 minutes, I was sent a text from an operator. I sent the operator a picture of the tag and she said it was loaded to my account and would have someone call me. I didn’t receive that call until 4 hours later. At which time I wasn’t available. Trying to call your company is very challenging as the usual wait time is well over an hour, which I do not have to time to wait for.
After 11 months of trying to get this issues resolved, the amount of time we have invested, and the lengths at which we had to go to get LazyBoy to offer any solutions, we no longer trust your company. Therefore, we would like our money back and part ways.
Thanks
Sincerely,
****** *****Initial Complaint
Date:07/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a chair at La-Z-Boy on 2/27/2022 (sales ticket ***-*****). My mom has health problems and was looking for a chair that would be comfortable and supportive and help with her back pain. She is overweight and most of the chairs were too narrow for her hips. We were told that the ordering a new chair would take several months, and we didn't want to wait. The sales person said that the "*******" floor model was available for purchase and would be the best chair we could get for my mom's body. The total, including the extra 5 year protection plan, came to $2900. While my mom was signing the final paperwork, the sales person said, "Oh, and you can't return this chair." We thought that was odd, but we let Mom sign the papers anyway. We bought the chair on 2/27/2022, and it was delivered on 3/4/2022, and it broke the next day on 3/5/2022. The part that broke prevented the chair from staying still while it was relined. It made the recliner unusable. I called the store multiple times, wanting to return the obviously "bad" chair, but they said we could not return it. We called the repair people, and they couldn't come out and fix it until 5/11/2022. Well, over two months later, the chair is finally fixed, but my mom can't use it. It is made for a very tall person, and even with the multiple adjustable power settings, it can't be adjusted enough to make it comfortable for any member of our family. Also, the leather makes the chair very hot to sit in. Now we have a $2900 chair sitting in the corner of the living room, unused. I always heard that La-Z-Boy was top of the line, and I trusted them to do the right thing. The entire experience has been awful, and every time I see the chair I just shake my head. All we want is to return the chair and get our money back. Until then, I will tell everybody I know how bad our La-Z-Boy experience was.Business Response
Date: 07/29/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.
La-Z-Boy reviewed the service records for the customer to determine the chair was found to be within all manufacturing specifications. La-Z-Boy's warranty is for service and repair of any defective parts. The recliner was not found to have any defects; however, the customer indicated the unit was not a good fit for their needs. As a one-time courtesy, La-Z-Boy approved the customer for a reselection of the chair. The customer will receive in-store credit for the price paid for the chair to purchase a new unit. The old chair will be removed from the home when the new chair is delivered. The customer will need to select a different style chair to ensure the unit is a good fit. The customer accepted this resolution on 7/28 and will work with the store to order a new chair.
We would like to ask for this claim to be closed as we have reached a resolution with the customer and are replacing her chair. Thank you for your attention to this matter.
Kindest regards,
La-Z-Boy Incorporated
******** *
Comfort Care Representative
Case#******Initial Complaint
Date:07/25/2022
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 January 17, I called to see about getting a service call to our house since part of our couch was sagging. I paid $124 for them to come out and the earliest they could come was April 6, reference # ***********. The person was here for 10 minutes and said he thought it was the cushions and not necessarily the springs. We decided to have both replaced. On April 28, I was contacted by a La-Z-Boy representative and then gave my payment of $271 for 2 new cushions. The materials arrived and we had to schedule them to come out on June 25. The service person was here and determined that the wrong springs were sent and that he would send a note requesting the correct ones. Until 7/20, I had received no communication from anyone at La-Z-Boy. On 7/20, I received, what I believe are the new springs. I have called twice and the first time I was on hold for 25 minutes and had to hang up. Today, I called and was on hold for 46 minutes, but had to hang up. I just want someone to contact me so that we can get the new springs replaced ASAP.Business Response
Date: 07/29/2022
Dear BBB,
Thank you for contacting us to inform
********* has been having difficulty reaching us. We regret to continue seeing
unusually long hold times while we work through ongoing effects of the Covid-19
pandemic.
We have reached out to the customer to
schedule her technician’s return visit for 8/6/2022 to resolve her service
concerns.
We respectfully request this case to be
closed, we consider the matter to be resolved.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
********Customer Answer
Date: 08/01/2022
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:07/25/2022
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 purchased a La-Z-Boy Pinnacle Gliding Recliner in June 2020 for $1,059.92, including delivery fees and service plan (delivered Sept 2020). I contacted LZB about a clacking issue with the chair in Spring 2021. I had several appointments with technicians throughout the next year (+) but no one could fix the issue. After repeated attempts to contact LZB via email, telephone, website and Facebook, I finally received an email from the Social Support team advising I had been approved for a "reselection" of a chair, with the original price of the chair being offered as store credit. I was also told I would be responsible for any increase in price. I clarified I did not intend to upgrade the chair but wanted an exact replacement. I was told I would still be responsible for any increased price, including increased price due to market forces or inflation. I had been trying to resolve the issue for more than a year and, had LZB timely responded, I could have avoided such increased price. I was told these costs were still my responsibility and that the store would NOT offer me any discount to cover them. I requested a full refund of the original price. I was told this was NOT possible, but that the store "may have a chair that is acceptable to you within the ideal price range." As to their defective product, LZB has only offered two remedies: that I purchase 1) the same chair at a higher price or 2) a lesser chair at no additional cost. These are both unacceptable.
Per the Terms & Conditions: "For problems covered by our warranty, we will repair OR REPLACE your merchandise at our discretion. If we replace your product with an item with the same vendor style number, THERE WILL BE NO CHARGE FOR THE REPLACEMENT." As I have asked for an exact replacement, I want a replacement "with the same vendor style number," as indicated in the Terms & Conditions. As such, there should be no charge. If LZB is unable to provide that to me, I want a full refund of the original purchase price.Business Response
Date: 08/06/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.
La-Z-Boy reviewed the service records for the customer. The customer is approved for an in-store credit for the price paid for the recliner to be used to purchase a new chair. The customer's fabric is no longer available for order; therefore, they are not able to order the same chair as before. We are reviewing options with the store location on how we may assist in a resolution. We would like to ask for more time to determine what other options are available to the customer at this time.
La-Z-Boy will provide an update once more information is available. Thank you for your attention to this matter.
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case#******Customer Answer
Date: 08/08/2022
Complaint: ********
I am rejecting this response because: La-Z-Boy has indicated that they are "reviewing options with the store location on how we may assist in a resolution. We would like to ask for more time to determine what other options are available to the customer at this time. La-Z-Boy will provide an update once more information is available." I agree to allow the company more time to determine what options exist (and therefore have to reject the offer simply in light of the request for more time).However, I would like to reiterate that, per the terms and conditions I signed when I purchased the chair, there should be no additional charge for a replacement of the same style number. Since I am asking for a replacement of the same style number, it is not appropriate or in line with the terms and conditions that I should have to pay for any increased price due to inflation/market forces. I am concerned that La-Z-Boy will just continue to tell me I have been approved for a store credit in the amount of the chair I originally purchased, but that does not resolve the issue here as I no longer can purchase a Pinnacle Gliding Recliner for anything reasonably close to the amount I purchased the chair for in 2020.
I would appreciate follow-up from La-Z-Boy on this issue within the next 7 days.
Sincerely,
******** **********Business Response
Date: 08/13/2022
Hello BBB,
The customer has been approved for a reselection; with a reselection, we provide the customer with a credit at their store of purchase equal to the purchase price of the unit to be used on a new purchase with the customer being responsible for any difference in cost. We have worked with the store to provide an even exchange so long as the customer chooses the same style of chair and the same letter grade of fabric. If the customer chooses a different style, letter grade of fabric, or if they choose to upgrade to leather, they will be responsible for any difference in cost.
Kindest regards,
La-Z-Boy Incorporated
***** *
Customer Service Representative
CM******Customer Answer
Date: 08/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. La-Z-Boy has indicated that I have been approved for an "even exchange" and that as long as I choose the "same style of chair and the same letter grade of fabric," there would be no additional cost to me. I need to confirm that the "same style of chair and the same letter grade of fabric" are still available before I can formally accept. In other words, I do not want to accept this offer and go to the store just to find that such a chair/fabric does not exist and that I would be responsible for additional payment at the time of reselection.For the sake of clarity, I had purchased a Pinnacle Gliding Recliner in a basic, solid fabric. I have every intention of reselecting a Pinnacle Gliding Recliner in a basic, solid fabric of the same letter grade as the original purchase. Is there a way to confirm with the store that this is possible? Assuming so, then I accept La-Z-Boy's proposed resolution.
How can I confirm the store is aware of the arrangement?
Sincerely,
******** **********
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