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:07/14/2022
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 leather sofa from Lazyboy in Saugus on 7/31/21 I was told it would take 6-8 months to get, which I was fine with. I finally received sofa Mar 2022 after the delivery person left I noticed that the cushions were not stuffed properly and the delivery people knocked of the glider on sofa leg and scratched my floor. I called the Saugus store and spoke to store manager ********* ******** he passed me off to Lazyboy service. I called and explained the problem along with sending them photos. They told me the earliest I could get service appointment was 6/2/2022 (3 months after delivery), on 6/1 they called and cancelled due to an emergency and rescheduled for 6/23. When the repairman came he noticed the only sent 1 replacement cushion instead of 2, so he sliced open both cushions and restuffed them instead of ordering another cushion instead of doing it properly without cutting anything. I spent over $5000 on the furniture I purchased. The cushions are still not stuffed properly and I am concerned that the filling will move after time and I will never get them to fix it. I feel that the repairman should have ordered another cushion instead of slicing them both open. I called Lazyboy repair and Vanessa the customer service rep told me she did not get repair ticket back from repairman, which I do not believe because its been over 2 weeks since service was done. She told me she would call me back in 2-4 days and of course that didn’t happen. I am tired of calling and never getting any help. This company does not stand by their products even though they are very expensive. You would think after spending that kind of money you would get a good product not the case with Lazyboy.
Business Response
Date: 07/14/2022
Dear BBB,
Thank you for alerting us to the customer's concerns.
We regret to hear of the need for service shortly after receiving the furniture. La-Z-Boy has reviewed the customer's service record and worked toward a resolution. The customer was contacted on 7/14 to discuss the service report. We offered to order both of the back cushion inserts for repair, or compensation to keep the sofa as-is. The customer informed us they would prefer to have the sofa repaired. La-Z-Boy ordered the parts to ship to the customer and reserved a service date for 9/07. If a sooner date becomes available, we will contact the customer directly.
We would like to ask for this claim to be closed as we are assisting the customer within the terms of the warranty. Thank you for your time and attention to this matter.
Kindest regards,
La-Z-Boy
Incorporated
******** *Comfort Care
Representative
Case#******Customer Answer
Date: 07/15/2022
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:07/13/2022
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 Lazyboy recliner March 20,2021 in the amount of $1,468.88. The chair has broke. The bottom broke and we have 2x4’s holding up the one side, it won’t recline correctly, etc. I started calling the day after it broke which was July 4, 2022. The ************** store was open but they said customer service was closed. So on July 5, 2022 I started calling. I was on hold for hours for the entire week. No one ever picked up. I called the ************** store back they told me yeah you can’t get ahold of anyone, we have a really hard time as well and no one will pick up. So I decided to look online and I sent them a ******** message. They sent a generic response back. I sent the the email saying I was a FULL refund because no one picks up to help me. Since I can’t get ahold of anyone snd the local store won’t help me. We had to purchase a new chair since the Lazyboy recliner broke. This is totally unacceptable to have a life time warranty snd no one pick up to help. They do not stand behind there product. I want a full refund for he junk they sold me in the amount of $1468.88.Business Response
Date: 07/20/2022
Dear BBB,
Thank you for
alerting us to this 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. Refunds are not available per the terms and conditions of sale.
The customer's contact began on 7/5/2022, which is outside of the 1 year warranty for labor. The customer was informed they may have a technician come to the home to repair the chair and the fees associated with doing so. Alternatively, since the customer has purchased a new chair, they were also offered compensation if they are not pursuing repair. The customer may choose to repair or accept a credit for 10% of the purchase price of the chair.
We would like to ask for this claim to be closed as we have presented two offers to move forward. If the customer would like to accept either resolution, we ask that they contact our office via phone or email. Thank you for your attention to this matter.
Kindest regards,
La-Z-Boy
Incorporated
******** *
Comfort Care
Representative
Case#******Initial Complaint
Date:07/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Couch purchased from Lazy Boy. Delivered last week. Defective cushions leather bunched up back cushion higher than other 2. Delivery man called his boss said it had to go through repair dept. signed del man’s phone as defective. Called store where it was purchased. Talked to manager who was rude. Went outside to tell delivery man to take back and he was gone. No resolve after contacting district manager.Business Response
Date: 07/19/2022
Dear BBB,
Thank you for alerting us to the customer’s concerns.
La-Z-Boy offers a limited lifetime warranty on the parts of the frame, mechanism and springs, against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric, leather and standard foam padding have a one year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. Labor to repair or replace any defective parts is also covered for one year from the date of delivery of the furniture.
La-Z-Boy has reviewed the customer’s records with the store location to determine a resolution. Our policy is for service and repair; therefore, the customer was offered to set up a service appointment. The customer informed the store location they would not be willing to have the unit serviced and would prefer to return. As a courtesy, the store offered to reorder the furniture. The customer also declined this option.
On 7/18, the store informed us that the customer is approved for a full refund once the furniture is received by La-Z-Boy. We would like to ask for this claim to be closed as the matter is now resolved. Thank you for your assistance.
Kindest regards,
Kindest regards,
La-Z-Boy Incorporated
******** *
Comfort Care Representative
Case#******
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