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:07/25/2022
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.
*Sofa and Loveseat special ordered from La-Z-Boy
*Date of initial transaction : August 30, 2021 payment of $3818.00
Date of final payment and delivery: March 22, 2022 payment $3818.19
*Business committed to manufacture and deliver special order sofa and loveseat based upon selected leather color. Selection was made in showroom store: La-Z-Boy Gunbarrel Rd. Chattanooga 37421.
* Nature of Dispute:
We selected a high grade leather that offered the exact brown we needed for our home. (We specifically stated in ordering that we selected that color because it had no red undertones.) The sofa and loveseat that we received are brownish, and under certain lights, look red. Upon delivery, we contacted our store manager, and he made a personal home visit, He compared the items to the store sample used to select the color. His comment was "It looks like they mixed two colors together". The numbers on the sofa/loveseat do match the number on the sample. The colors do not match.
*Contacts made with La-Z-Boy:
1.Home visit from store manger who offered to fill out paper work with the corporate office. Suggested faster for us to make contact.
2. Email sent. Given contact person, Aimee M, who instructed us to write letter and send pictures of the sofa/loveseat.
3. Sent. Received call from Aimee.
4. We followed up with four different phone calls. The first two calls resulted in there not being anything they could do but maybe the store manager could give us some money back. They would contact him. We followed up with the manager who NEVER received anything from them. We called again and the group Aimee M is with said they were really the wrong group and sent us to another customer care service. This group was seemingly helpful saying they would send a service representative to our home. This person would contact us within five days. After eight business days, we called this new group, and the representative said that the color was within their acceptable range-not ours.
Business Response
Date: 08/13/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.
La-Z-Boy reviewed the customer's concerns and determined the leather cover on both units is correct. Leather is a natural hide and will have subtle shade and dye lot variances. This is a natural characteristic of leather and not a defect. The customer was called today at 8/13 to discuss the options available to them at this time. We would not refund or replace the furniture, however, would like to look into compensation for the customer. If the customer would like to discuss what options are available, we recommend they contact our office via email or phone.
We would like to ask for this claim to be closed as we work directly with the customer for a resolution. Thank you for your attention to this matter.
Kindest regards,
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case#******Customer Answer
Date: 08/17/2022
Complaint: ********
I am rejecting this response because: When we purchased the sofa and loveseat, we were told that there may be a shade variance because of the natural hide. However, there is a variance in the COLOR of the dye which is not acceptable to us. We chose the COLOR that had no red. There is no defect in construction.At one point in our contact with La-Z-Boy, the representative told us that they would have a technician contact us within 5 business days to examine the pieces. After the 5 day period, we contacted La-Z-Boy again only to be told that no one would be coming and the sofa/loveseat was within their acceptable limits. This judgment was made based on pictures copied from a phone.
Everyone who has seen the furniture IN PERSON has agreed that there is a problem. The store manager from our local La-Z-Boy store came immediately to our home when we expressed our displeasure. He commented that it looked like two different dyes got mixed together. It is true that the number on the sofa/loveseat matches the number on the dye lot. However, this does not mean that a mistake was not made at some point in the process.
Direct contact with La-Z-Boy is difficult. Two times Monday (8/15) yielded 45min waits on hold. The option to be on a text message at a time when a representative was available was chosen after the first wait. After an hour or more, a text message was received but only had a 10 minute window for return. We did again wait on hold for 45 minutes. Just trying to contact La-Z-Boy has cost us a major time investment and do not see any reasonable hope that contacting them would be beneficial.
We do NOT want our complaint closed. The suggestion of a technician coming in person may have been the perfect solution. The idea that La-Z-Boy would offer another solution might work, but we know phone contact with them has proven futile. We bought this furniture for a specific room with the hopes of having it for the rest of our lives.
Thank you for working with us. The staff at BBB has been outstanding. (especially Cindy)
Sincerely,
**** ****Business Response
Date: 08/18/2022
Hello BBB,
Thank you for alerting us to this customers concerns, we apologize for our delay in
responding.We attempted to reach out to the customer today to resolve this claim. However we were unable to reach the customer and left them a voicemail and also sent an email..
We would like this case to be closed.
Kindest regards,
La-Z-Boy
Incorporated
***** *
Customer Service
Representative
CM******Initial Complaint
Date:07/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought 2 power reclining sofas, but exchanged one of them for 2 power reclining chairs. The sofa and one of the chairs are good. One of the chairs does not work properly. Service has been out twice and tried to repair it. It is now now not useable for reclining because the reclining mechanism does not work properly and the chair feels like it is falling apart when you try to recline. The chair needs to be replaced. We have been trying to get this handled since August 2021. We have called customer service and the store numerous times. Several times someone said they were working on it and would call back, but no one has ever called back. This is extremely frustrating. We spent a lot of money with them and are getting nothing resolved, but are still trying.Business Response
Date: 07/30/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.
We regret to hear of the concerns regarding the customer's sofa. 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. La-Z-Boy reviewed the service records to determine service is scheduled for 8/4/2022. Once the technician's report is obtained from service, we will have more information regarding a resolution and contact the customer to discuss.
We would like to ask for this claim to be closed as we are assisting the customer within the terms of our warranty. Thank you for your time and attention to this matter.
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case#******Customer Answer
Date: 06/15/2023
[BBB Transcription via Duplicate Complaint]
We ordered 2 power recliners and a power sofa and they were delivered a little over 2 years ago. The one recliner was replaced after 3 service calls. Now the other recliner and sofa are displaying the same defects as the recliner that was finally replaced. Lazy Boy wants to charge a service call on the 2 defective pieces and cover the parts under warranty. Since we are having the same issue with the 2 pieces that have not yet been repaired I am asking for the service call fee to be waived. Lazy Boy will not waive the service call fee even though all the pieces are showing the same issue. The chair that was finally replaced was delivered with a tear in the fabric. Since it took 6 months to get the replacement I accepted a price adjustment instead of another 6 months to get new fabric for repair. There is a problem with this model of furniture since all the pieces have the same issues. Lazy Boy should recognize that fact and stand behind their product instead of putting the burden on the customer. I am just looking for the fee to be waived since this line of furniture has an obvious defect in the manufacturingBusiness Response
Date: 06/16/2023
Dear
BBB,
We
are sorry for any frustrations that this customer has encountered throughout
their service experience.
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 covered for
one year from the date of delivery of the furniture. The following is a link to
our full manufacturer’s warranty: *************************************************************
The customer’s furniture was delivered in April 2021; therefore, they are outside of the
one year labor warranty. La-Z-Boy is able to service the customer’s units,
however the labor and any non warranty parts would be on a charge basis. We are
unable to waive the fees associated with repairs.
We
kindly ask that this complaint be closed as the customer has been offered
service under the manufacturer's warranty.
Kindest
regards,
La-Z-Boy
Incorporated,
******* *
E-Commerce
Coordinator
CM
******Initial Complaint
Date:07/21/2022
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 custom couch from my local lazy boy. Was told it would take 4-7 months to make the couch. After purchasing the couch we discovered we were moving. The order was still in pre-pre production so I contacted my local lazy boy as well as lazy boy customer service and have been told I cannot cancel my order or receive a refund. I will no longer be living in the same city as the couch was purchased. I asked the local branch if I could cancel the order and receive a credit to order a new couch once we are moved and they no longer return my calls.Business Response
Date: 07/27/2022
Dear BBB,
Thank you for alerting us to the customer's complaint.La-Z-Boy reviewed the customer's purchase records with the store location. The customer's order was cancelled, and in-store credit is available to reorder the items when the customer moves. We apologize for any inconvenience regarding the cancellation.
We would like to ask for this complaint to be closed as the order was cancelled and will be reordered when the customer is ready. Thank you for your time and attention in this matter.
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
***********Customer Answer
Date: 07/27/2022
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:07/21/2022
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 loveseat and sofa from La-Z-Boy for just over $3800.00. Sofa arrived fine. Loveseat was damaged during the transport to us. La-z-boy. Took the loveseat back. Repaired the broken loveseat and delivered it to us. They refunded us the shipping fee of $100. Now we have a fixed piece of furniture but we paid for brand new furniture. Lay-z-boy is not responding to emails in regards to a refund for a fixed piece of furniture.Business Response
Date: 07/21/2022
Dear BBB,
Thank you for
notifying us of this customer’s concern.Our furniture
is built by hand in our factories across North America and is designed so that,
if repairs are necessary, those parts can be easily removed and replaced. When
these replacement parts are ordered they are produced in, and shipped from, the
same plants where our furniture is built and are the same parts used in the construction
of our furniture.The customer’s
loveseat arrived at our distribution with concerns of cuts and/or punctures in
the upholstery of the product. Newly upholstered replacement parts, fresh from
our manufacturing facility, were then ordered and installed on the loveseat to
resolve the concern, replacing any damaged part(s).The loveseat is
now up to its manufacturing specification and the customer’s store of purchase
has provided a compensation to the customer in the form of refunding their
delivery fee.We kindly
request that this case be closed.
Kindest
regards,
La-Z-Boy
Incorporated
******* *.
Comfort Care
Representative
** ******Customer Answer
Date: 07/25/2022
Complaint: ********
I am rejecting this response because: if there were cuts to u custom upholstery loveseat, how is it possible for it to be repaired and fixed within a week when the new set needed 3 months to be completed.now we have a repaired piece of furniture the we paid full price for.
why was I not notified before the first delivery that one piece is damaged?i had to take an additional day off of work to wait for the second delivery. Is it normal business to sell repaired furniture at full price? If so there should be a sifn in the store notifying customers that they might receive repaired furniture.
i am seeking a refund for the semi-new furniture and the additional day I had to take off work
if the company would have notified me in advance that one piece was broken I would have canceled the delivery and saved 8 hours of vacation time.
Sincerely,
***** ********Initial Complaint
Date:07/20/2022
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 2 Carlton pushback recliners on 5/5/2021 (for $2,600 plus tax and delivery).
Still have not received these items.
Was finally contacted and scheduled for delivery for 7/21/2022.
Received call on 7/20/2022 that chairs were damaged when unpacked for delivery.
I requested a refund since I have waited over a year for my chairs.
***** Store manager **** told me no refund, new chairs will be 3-4 weeks, but he can’t give me a definite date, cannot guarantee when I will get new chairs.
I want a refund since I have waited and not received the merchandise as ordered.Business Response
Date: 07/29/2022
Dear BBB,
Thank you for alerting us to the customer's concerns.
We regret to hear the chairs were not able to be delivered on 7/21. La-Z-Boy has reviewed the customer's sales record to determine the chair is currently in service and estimated to complete next month. The customer was offered a partial delivery of one chair; however, this offer was declined as they prefer to receive both at the same time. Per the terms and conditions of sale, refunds are not available. The store will contact the customer as soon as the chair is ready to schedule delivery.
We would like to ask for this claim to be closed as the customer is being assisted through the store location. La-Z-Boy offered a partial delivery for the inconvenience of not receiving the chairs, but the customer did not accept this resolution. Thank you for your time and attention to this matter.Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case#******Initial Complaint
Date:07/20/2022
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 shopped at the La-Z-Boy Furniture Galleries on Valentine's Day 2022, and purchased a reclining sofa. They had the matching chair on the floor, but wouldn't sell it to us and said we had to back-order if we wanted the chair. Since we would have to wait a couple of months, we ordered two. and paid a deposit of $748. Delivery was promised in May. We waited until June, and having heard nothing we called to ask when we might receive the furniture. We waited on hold forever (true each time we called them), and then were told the order was canceled. When we asked why, there was no explanation. A manager called the next day and left a voicemail saying he would follow up.
A week passed. We called again, waited on hold, and then the same manager promised to call us back. Another week passed, same exercise. Finally July rolled around, and I was very frustrated so I started calling nearly every day. It was escalated to the store manager, who told me that the chair we ordered was discontinued and we would have to come back to pick a different style. We said no thanks, we're done with La-Z-Boy and just wanted our deposit back. The store manager said she would call me later to make the refund.
Now the store manager says her GM is insisting that it was a custom order, so we forfeit 25% of our payment if we cancel. We are going to file a small claims lawsuit instead.
Let me summarize:
1. Order placed on 2/14/22, $748 deposit taken. Three month delivery promised.
2. No calls in May when the order is cancelled, unbeknownst to us.
3. Many calls placed with no information returned in June.
4. Request to cancel furniture now two months overdue is refused, since this "custom order" comes with a restocking fee. Now if the product has been discontinued, what is a restocking fee exactly?
We would like our $748 deposit back for a product that we ordered and they discontinued. Hard to see how we should pay a restocking fee in this case.Business Response
Date: 08/04/2022
Dear BBB,
Thank you for bringing this customer’s concerns to our
attention.
Our retailers are not franchises; rather, they are independently
owned and operated dealers. We do not have access to their customer
information, sales information, or service information. When a customer has a
concern, we must work with the dealer for the store of purchase to investigate a
concern and to provide any resolution.
We have called and emailed the customer to request information
regarding their store of purchase, but we have received no response. We request
that the customer provide the name and location of their store of purchase so
that we can properly investigate and assist in providing resolution.
Kindest Regards,
La-Z-Boy Incorporated
***** *.
Comfort Care Representative
Case# ******Initial Complaint
Date:07/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband and I purchased a recliner set (loveseat, sofa and accessories) February 16, 2020. We recently had our floors updated to removed carpeting and replace with vinyl flooring. The company that did the flooring broke our loveseat armrest. They will make payment on the repairs. I contacted La-z-boy Customer Care Service Center to set a date for repairs on May 27,2022. I received a case#****** and was told a service technician would call to set the date. It is now July 18, 2022 and I have yet to receive a call. I have attempted several times to call the Customer Care Center to no avail. I have been on hold today for over an hour. I would like a resolution to this issue and my furniture repaired.
Thank you,Business Response
Date: 07/25/2022
Dear BBB,
Thank you for
reaching out to us regarding this customers concern.
We have reached
out to the appropriate departments and discovered some errors with getting this
customer scheduled for service with one of our La-Z-Boy technicians. We have
sense fixed the error and contacted the tech in customers area to ensure she
would be contacted to schedule a service appointment.
Customer has
been contacted to offer a date for service and are currently waiting for her to
respond confirming the appointment. We kindly ask that this case be close.
Kindest regards,
La-Z-Boy Incorporated
**** **
Comfort Care
Representative
CM******/******Initial Complaint
Date:07/15/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife and I purchased several furniture pieces from La-Z-Boy on 2/27/22 from store located at ***** *** ******** ******** *** *****. One of those pieces was a Saddletree Round Cocktail Table manufactured by one of your subsidiary companies, ******* *********. When the table arrived we noticed something that we had not seen on the floor model--or any pictures on ******* *********** website. There are 'distressed' marks that are supposed to be part of the appearance; however, these marks are anything but natural looking. They're literally 1-2" marks that run completely against or diagonal to the wood grain and look like it was applied with a very wet Sharpie marker. I say that because on some you can literally see run marks that you get by applying too much paint to a wall. I immediately called the store and spoke with our sales rep, **** ********. After not hearing back from her for a few days, I called and spoke with the head designer, ******* ****, who said this was supposed to be the natural look. I also reached out to ******* ********* to seek input from them on the piece; unfortunately after providing them store details, they said this particular store was not an England dealer. Then on 7/6/22 I called back to speak with **** because my wife and I are truly not happy with this purchase. It honestly looks like a child was left unattended and damaged the piece. She was going to look into further options and "get back to me.' It's now 9 days later and no response from anyone at La-Z-Boy.Business Response
Date: 07/26/2022
Dear BBB,
Thank you for bringing this customer’s concern to our
attention.
In the terms and conditions of sale a customer signs when
they purchase from one of our stores, it states a customer has 3 days from the
date of delivery for a stock item to return or exchange it, with a restocking
fee of up to 30%, and that custom items may not be returned or exchanged.
We contacted the customer and he provided photos of his
table for our review. Our Product Specialists reviewed the photos and
determined these marks to be part of the distressing and that the table is
built as designed. We then worked with the customer and his store of purchase to
research possible resolutions and have come to an acceptable resolution for the
customer’s concerns: we are working with the store of purchase to provide the
customer a partial refund on the table along with a refund of the customer’s
delivery fee. We respectfully request this case be closed.
Kindest Regards,
La-Z-Boy Incorporated
***** **Comfort Care Representative
Case# ******Customer Answer
Date: 07/31/2022
Complaint: ********
I am not fully rejecting the response but requesting it be amended to align with latest e-mail communication dated 7/21/22. Please amend official response to confirm that $383 credit will be issued back to the card used for the purchase. Thank you.
Sincerely,
**** *********Business Response
Date: 08/01/2022
Dear BBB,
We gave the customer the option to either keep the table as-is
with a partial refund of $383 or to reselect with the
stipulation that the customer choose a different style of table; a reselection
is a credit at the customer’s store of purchase equal to the purchase price of
the item to be used toward a new purchase. The customer chose to keep the table
as-is with the partial refund.
Kindest Regards,
La-Z-Boy Incorporated
***** **Comfort Care Representative
Case# ******Customer Answer
Date: 08/02/2022
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:07/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Paid $300 per recliner for extra comfort seats. This supposedly extended overall warranty for 3 years.
Almost 3 years later, trying to get cushions replaced since April.
Numerous calls - each one over 40 minutes on hold - if someone ever picks up. Corporate customer service manager doesn’t return phone calls either.
Finally got a tech to come out, but he didnt bring the cushions - apparently I was supposed to have them. So - more calls to straighten that out - plus getting charged for labor!
New service date of July 5. Took day off - tech shows up, says his company didn’t schedule for enough time, so he had to leave. I’d hear from the company - not. So, I called them and they closed the work order since the tech came to my house (even though the job wasn’t done!)
So - now phoning LA-z-Boy numerous times, but can’t speak to anyone. Wrote an email - no responseBusiness Response
Date: 07/18/2022
Dear BBB,
Thank you for bringing this customer’s concerns to our
attention.
The La-Z-Boy warranty provides lifetime protection for the
parts of the frame, springs, mechanism, and base against defects. The cover and
most cushions are covered for the first year of ownership, though the upgraded
cushions the customer purchased do have a three-year parts warranty, and labor
is covered for the first year of ownership. For additional warranty
information, please visit our website at *************************************************************
We regret this has been the customer’s experience in
contacting us. We and our service providers are working to assist our customers
as quickly as possible, but we are all affected by the labor shortages and
other ongoing effects of the COVID-19 pandemic.
We have spoken with the customer and scheduled the next
appointment. We have contacted our local service provider to ask if they have
any sooner dates available. If they have a sooner date available, we will call
the customer to offer the date and, if it works for the customer, we will
reschedule them immediately. Once service has been completed, we will be able
to discuss compensation for the customer’s inconvenience.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
Case# ******Customer Answer
Date: 07/19/2022
Complaint: ********
I am rejecting this response because:it is ridiculous that they can’t get a technician here sooner. I’ve been trying to get these chairs fixed since April - now they’re making me wait til September!
unacceptable
Sincerely,
***** ****Business Response
Date: 07/21/2022
Dear BBB,
When we schedule service for a customer, we must work with
our local service providers; they provide us the dates they have a technician
in the area, and we offer those dates to customers. If a date is pushed out, we
can work with them to see if they have had any cancellations with the time
necessary to complete the repair; if they provide us just such a date, we can
contact the customer to reschedule their service. As our service providers have
been affected by the ongoing effects of the pandemic, with repeated delays due
to lockdowns and quarantines over the past three years, there are areas where
service dates have been pushed out. Our service providers have been working
hard to bring these timeframes down, and we have been working to bring in
additional service providers into the areas where we are seeing these longer
delays.
We understand the frustrations associated with delayed
service dates, and we regret this has been the customer’s experience. Once
service has been completed, we will discuss compensation with the customer for
their inconvenience.
Kindest Regards,
La-Z-Boy Incorporated
***** **
Comfort Care Representative
Case# ******Customer Answer
Date: 07/21/2022
Complaint: ********
I am rejecting this response because:no One has called the provider to try to move up the date!
LazyBoy called me today - returning a call from May!
utterly ridiculous
Sincerely,
***** ****Customer Answer
Date: 09/21/2022
[BBB Transcription via Duplicate complaint]
Trying to get 2 expensive leather recliners repaired since April. Calls to customer service - even corporate go unanswered. Had several repair dates, lost 3 days of wages for these wasted appointments: 1. Guy came to fix, but was sent to evaluate chairs. 2. More than 6 weeks later and multiple phone calls, repairman shows up and says company didn’t allot enough time for the repair, so he left and ticket was closed! Took hours on phone and weeks to get another repair appointment! 3. August 8 lead repairman came, noted wrong parts sent - should be entire seat/bottom with extra cushioning built in - otherwise leather would tear in repair process. You guessed it - the 3rd party company closed ticket again and I’ve been chasing LazyBoy with no success. At this point, want chairs properly fixed plus restitution for lost wages.
Customer Answer
Date: 09/21/2022
[BBB Transcription via duplicate complaint]
Complaint: ********
I am rejecting this response because: Trying to get 2 expensive leather recliners repaired since April. Calls to customer service - even corporate go unanswered. Had several repair dates, lost 3 days of wages for these wasted appointments: 1. Guy came to fix, but was sent to evaluate chairs. 2. More than 6 weeks later and multiple phone calls, repairman shows up and says company didn’t allot enough time for the repair, so he left and ticket was closed! Took hours on phone and weeks to get another repair appointment! 3. August 8 lead repairman came, noted wrong parts sent - should be entire seat/bottom with extra cushioning built in - otherwise leather would tear in repair process. You guessed it - the 3rd party company closed ticket again and I’ve been chasing LazyBoy with no success. At this point, want chairs properly fixed plus restitution for lost wages.
Sincerely,
***** ****Customer Answer
Date: 09/29/2022
[BBB Transcription via Phone]
The incorrect parts came again. They need to send the entire seat mechanism already bound in leather per your lead technician.
Business Response
Date: 10/03/2022
Dear BBB,
Thank you for contacting us about ******* concerns with her service and the parts provided.
Due to the customer being outside her
one year leather warranty we have discussed the order of servicing parts with ******* technician as well as the technician’s supervisor to ensure the best service at
as little cost to her as possible. Being outside the warranty for leather if we
had ordered the leather for the cushions this would have been on a charge basis
for the customer. We reached out to ***** to advise that we had this discussion
and acted in her best interest to resolve as quickly and cost-effectively for
her as possible. We have offered her $385 in compensation to be processed to her
on the completion of service. Currently ***** is scheduled for a return visit
to install her cushioning on 11/2/22. Honoring previous offers to waive the $160
per hour labor fees for this three hour visit.We have discussed the resolution of
providing the return visit at no additional cost with parts covered by her
warrantied and $385 compensation to be processed on the completion of service
with the customer. ***** has accepted this resolution. We respectfully request
this case to be closed, we consider the matter to be resolved following service
on 11/02/22.
Kindest Regards,
La-Z-Boy Incorporated
***** **
******* **** **************
********Customer Answer
Date: 10/03/2022
Complaint: ********
I am rejecting this response because:By purchasing “extra” cushioning at time of purchase - at $300 PER CHAIR, it elongated the total warranty of the entire chair for 3 years.
This complaint started back in April within the 3 year period which covered everything. The lead tech said the best repair would be for the company to supply an entire new seat ensemble (with extra cushion and upholstered) do the leather won’t tip in the repair process that LazyBoy is now insisting upon.
The rep had this plan in place when she phoned me today. We discussed it - it was a “take it or leave it” discussion as they are not providing the service to uphold the warranty.
You know what they sent for “extra cushion” material to replace the extra cushioning that cost me $300 per chair? A 2’x2’x0.5” piece of foam! Flattens like a pancake between my fingers. I am extremely disappointed in this company - the customer service is non-existent.
Please do not close this case until the chairs are repaired or replaced.
Sincerely,
***** ****Initial Complaint
Date:07/15/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of purchase 3-4-22
Purchase ticket number ********* Total purchase cost: $5525.00
4 pieces of furniture in stock and delivery within 3 weeks. (Headboard, ent center, 2 night stands)
2 chairs to be built with delivery end of May 2022.
Complaint: Two items finally scheduled for delivery 7-7-22 (over 3 months after promised delivery). Litchfield Headboard and Ent. Center.
On 7-7-22 delivery truck arrived with only one item: the Headboard.
Delivery team claimed no ent. center on truck even though it was on the delivery manifest.
The team promised to return in two days (7-9-22) with the entertainment center.
Initialed and signed only for the headboard.
on 7-9-22 no delivery of the ent. center.
Went to the La-z-boy store that afternoon to inquire of my ent. center delivery. They checked with their warehouse and stated that everything on the manifest was delivered. I challenged that by stating that the ent. center was never delivered and the delivery team promised to return 7-9-22. The sales rep asked the warehouse to investigate this situation.
It is now 7-14-22 and no resolution. I visited the store again today, and they still state the warehouse has not yet changed the status of the delivery and they cannot do anything until the warehouse changes the delivery status. There is no customer service department at Lazy-boy and they (sales) state that they and the warehouse are so busy they cannot do anything further unless someone else, such as a marketing manager, does something.
This has been ongoing with this purchase since March, 2022. I was promised a delivery before the end of March with a headboard, ent center and two night stands. Only the headboard has been delivered (late) even though I was told those 4 items were in stock at the time of purchase. I was told I would received delivery of two recliners by end of May. Hasn't happened. Lazy-boy has a habit of making grandiose promises and not following through with their promises.Business Response
Date: 07/19/2022
Dear BBB,
Thank you for alerting us to the customer’s complaint.
La-Z-Boy has reviewed the purchase records for the customer and determined the console is set to deliver today, 7/19. We are sorry to hear the item was not delivered with the customer’s other items at the time of delivery.
Regarding the expected delivery dates for the other items, our furniture is built by hand and, as that does require staffing our factories, we have taken precautions to allow our workers safety and security while continuing to maintain La-Z-Boys high standards of quality. Due to these processes, as well as those of our suppliers, we have been seeing production and supplier delays for the construction of all our furniture but especially for custom orders. Our teams are doing their best to get our products out as quickly as possible, however, delays are occurring in multiple areas of the company as our manufacturing facilities are not receiving needed supplies in a timely fashion. We regret any frustration and inconvenience caused.
At this time, we would like to ask for the complaint to be closed as the console is being delivered. The remaining items the customer purchased are estimated to arrive in August. The customer will receive a call to schedule delivery when the items arrive locally. Thank you for your time and attention in this matter.
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case#******Customer Answer
Date: 07/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business followed through and delivered the console, today, July 19, 2022.
Sincerely,
**** ********
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