Complaints

This profile includes complaints for La-Z-Boy Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  La-Z-Boy Inc.

  1 Lazboy Dr Monroe, MI 48162-5138

  
• 

  La-Z- Boy Furniture Galllery

  15 Starr Rd Danbury, CT 06810

• 

  La-Z- Boy Furniture Galllery

  1750 Boston Post Rd Milford, CT 06460

• 

  La-Z- Boy Furniture Galllery

  227 Federal Rd Unit 7 Brookfield, CT 06804

• 

  La-Z- Boy Furniture Galllery

  233 Buckland Hills Dr Manchester, CT 06042

The 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:11/01/2024

  Type:Service or Repair Issues
  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.

  Purchased sectional couch with extended warrenty. purchase date was 7/9/23 and delivery was approx 9/8/23.
  Within 30 days of delivery, we called stored to complain of multiple issues.
  Uneven sections, Wrinkling fabric, Velcro attacments not holding, cusioning inferior quality.
  Multiple calls to store unreturned. Sent pictures of issues to store manger. No response.
  Then sent pictures to Warrenty Company. They agreed something was wrong. Warrenty company came to house and verified couch was defective and improperly constructed. They attempted to contact store and got no response. We are being told there is nothing warrenty company can do, its a store issue.
  
  We have tried for months to resolve with the store. We waited patiently for call backs and a resolution. We asked for emails between warrenty company and store but were told they were not allowed to copy us. Originally we would have happily accepted an exchange or replacement with another model. But at this point we are looking for a full refund.

  

  Business Response

  Date: 12/03/2024

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their service
  experience.
  
  Upon reviewing the
  customer’s concerns, we found that the customer has been approved for a
  reselection of their Reese Sectional. A
  reselection is when the cost of the unit is issued back to the customer’s
  original store of purchase so that they may choose a new unit. Once the
  paperwork for the reselection has been completed, the customer will be
  contacted and advised on the next steps.
  
  We kindly ask that
  this complaint be closed as the customer has agreed to receive a reselection of
  their unit.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  Ashleigh 
  E-Commerce Coordinator
  CM # 882735
  

• Initial Complaint

  Date:10/30/2024

  Type:Delivery Issues
  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 Loveseat recliner sofa from ******** on May 23 2024. Was told it would take six to eight weeks to receive. Due to error on there part sofa was still not received by 16 August hence I requested a refund. For some reason they said the could not refund my credit card and would send me a check. They said the refund would be with me in ten business days; and it has now been fifteen business days. Two thousand dollars is a lot of money. Can you help me ensure I get a refund? ******** has had my money for nearly three months and I have nothing to show for it. Thanks.

  

  Business Response

  Date: 10/31/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  Upon reviewing this customers concerns, we found that a chargeback was filed with this customers credit card.  We cannot provide a refund to the customer while a chargeback is pending.  I have contacted our Sales Audit team to ask what is taking place with this refund. 
  
  Once we have confirmation that the chargeback has been cancelled or that the funds have already been returned to the credit card through the chargeback, the customer will be contacted.
  
  Kindest regards,
  *********************,
  ******
  E-Commerce Coordinator
  CM # ******

• Initial Complaint

  Date:10/28/2024

  Type:Delivery Issues
  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 moved to **** July1,2024 without living room furniture. On July 20 we went to the LaZboy furniture store looking for good quality furniture. On July 21 the designer and sales person came to our home to measure and show us fabric and rug samples. On July 23 we went to the store to meet with the designer and sales person to finalize styles, colors, fabrics and rug. We were very excited in anticipation of a six to eight week delivery promise. On July 23 we made a deposit of $11,616.17. In mid August we received a text saying our furniture was on schedule to be delivered by September 10. As that date approached I contacted the store only to be told it was pushed back to late September. Some pieces had arrived, but the rug and sideboard were delayed. After several texts back and forth we were told they could deliver the furniture, but the dig would not be available until February. The rug is an inspiration piece for the entire design and we refused delivery. LazZboy came up with an alternative rug, but we didnt find it suitable. I proposed they deliver the furniture with the alternative rug and then switch it out when the correct rug comes in February at no additional cost to us. Crickets. Finally, my husband went to the store to complain on October 13 (I think) returning without a reasonable solution. The following day I called and spoke to the sales person who said they would accept our proposed solution and that the rug was on the truck. We set a date of October26 for delivery of all items. I also paid the balance of $12,000. Today (October 25) I received a call stating the rug was not here, but the furniture could be delivered without it. I declined and a new date of October 30 was scheduled. Needless to say we are very unhappy customers with low confidence the furniture will be delivered on October 26. I regret paying the balance because I feel I now have no leverage. This is not the way to do business and I dont know what really is going on behind the sc

  

  Business Response

  Date: 10/29/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  La-Z-Boy retailers are independently operated and are not linked to our corporate offices. Please note that financial transactions are handled directly at the customer's retail location where they purchased the furniture.
  
  We kindly ask that this complaint be closed as the customer will need to continue to work with their store for a resolution.
  
  Kindest regards,
  *********************,
  Ashleigh 
  E-Commerce Coordinator
  CM #******

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  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 LAZY BOY RECINLER W/ LIFETIME WARRANTY WON'T "RECLINE" RIGHT. I SPOKE TO ******* ***** ************ ON 10-9-2024, VERBALLY GAVE HER ON THE PHONE AND SENT HER THE INFORMATION SHE ASKED FOR, VIA MAIL AND SHE EMAILED ME BACK STATING THEY WOULD SEND A TECHICIAN AT NO CHARGE TO MY HOME TO FIX THE CHAIR. I TRIED CALLING MANY TIMES, AND NO ONE HAS RETURNED MY CALL. FINALLY I CALLED AND SPOKE TO A **** * ***** WHO WERE EXTREMELY RUDE TO ME AND REFUSED TO HELP ME. I THEN CALLED ************ AND LEFT NUMEROUS VOICEMAIL MESSAGES FOR ******* *********** AND ***** ***, PRES. AND V.P. W/ NO RETURN CALLS-I HAVE RECD SEVERAL CALLS FROM ************ AND ************ AND EVERY TIME I ANSWER, THEY HANG UP. THE NEXT THING I KNOW, I GET A NASTY EMAIL FROM A RUDE WOMAN, *****, WHO SAID DUE TO MY LANGUAGE THEY WILL NOT HONOR MY LIFETIME WARRANTY AND SHE BASICALLY TOLD ME TO GO POUND SAND! I HAVE NEVER SPOKEN TO HER. I AM INJURED DUE TO THE CHAIR FAILURE AND REPORTED IT TO THEM, PRES. VP. NO CALLS BACK. NO TICKET OR ORDER NUMBER GIVEN BUT THIS MIGHT BE IT ON THE EMAIL FROM ******* ********** *** ****

  

  Business Response

  Date: 11/19/2024

  Ms.
  ******** contacted our Comfort Care Department on October 9, 2024.  She stated she had an old recliner, and she
  wanted to know what we could do for her. 
  She discussed her medical condition, the state of the economy, and was
  asking for service at no charge.  During
  the call she had no product information to provide to us.
  
  An
  email was sent requesting a copy of the product id tag attached to the recliner
  so we could try and identify the product. She replied stating she was not able
  to attach the photo. She did provide some numbers in her email that we are
  unable to populate in our system.
  
  The
  La-Z-Boy limited lifetime warranty is for the original purchaser that can
  provide a copy of their sales receipt. 
  Our warranty is non-transferrable and without a sales receipt and/or
  proper product information, we are unable to provide service. Ms. ******** is
  unable to provide the above information.
  
  Ms.
  ******** began leaving messages for our President & CEO.  These messages were forwarded to our
  Executive Escalation team. Ms. ********’s message became more aggressive in
  nature, using foul language, derogatory comments, etc.
  
  A
  member of our Executive Escalation team attempted to contact Ms. ******** to
  further discuss. Each time there was no answer and a message was left.  When Ms. ******** returned the call, she had
  to leave a message for our team member. Again, her message were rude and
  derogatory.
  

  During
  one attempted phone call, Ms. ******** did answer and unfortunately, she could
  not hear our team member speaking. She began screaming and using foul
  language. 
  
  After
  this interaction, an email was sent to Ms. ******** advising due to her
  language and aggression we are unable to assist. We recommend she contact a
  local furniture repair service for assistance.
  
  As
  she has no product information, proof of purchase, and her aggression towards
  our Comfort Care team members, we are under no obligation to assist.
  

  
  

  Customer Answer

  Date: 11/20/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They are lying. I did not use any bad language. They are bold face liars. I am the original owner and the chair is on a lifetime warranty and that is the reason I bought it, because of the lifetime warranty. The number I gave them from the tag are on the chair itself and LAZYBOY is literally engraved in the arm. It looks like I am going to file a lawsuit against this crooked company! They are falsely advertising the lifetime warranty and this should tell you something, they have failed to respond to the attorney general!
  
  
  
  Sincerely,
  
  
  ******** ********

• Initial Complaint

  Date:10/18/2024

  Type:Product Issues
  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 three pieces March 29, 2024. The three arrived May 29, 2024. I noted a "discrepancy" on one piece, the powered love seat with console upon delivery. This meant that there was something wrong with it to ********* What it actually means is that the piece was defective. The backs were not aligned and when one side opened, it jogged left quite a bit. About three weeks later (and many phone calls), a technician arrived to verify the defect and they ordered parts. Parts arrived on June 25.... Another 2 weeks later, a new tech arrived to install the parts. The install failed and after 6 phone calls and 4 emails, ******** agreed to replace the love seat and said it would take 4 weeks. The replacement arrived Oct 3, 2024 (10 weeks) and was also defective. One side did not work at all, it would not open. ******** took back both love seats (original and replacement), but has not responded on what any resolution will be, such as repairs and a timeline/ETA, a replacement and ETA, or refund. They have not responded to email or phone calls to the local store other than "it has been returned", which is not a response, just a statement of the obvious and "we will provide you with $100 credit". Two seats arrived from the ****-Boy factory defective. I would like a either a functional replacement before November, or a refund and return on the entire order.

  

  Business Response

  Date: 10/18/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  Upon reviewing this customers concerns, we found that the customer has been in communication with their store of purchase and the store has left a voicemail regarding their delivery.
  
  We kindly ask that this complaint be closed as the customer has agreed upon a resolution through their store of purchase.
  
  Kindest regards,
  *********************,
  *****
  ********** ***********
  ** *******

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 2*******
  
  I am rejecting this response because the credit of $100 was not provided.  In addition, your response neglects the fact that the store contacted me only after making the complaint.... A full two weeks of silence before that.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 10/29/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  The customers store of purchase, ***** **, is independently owned and operated. ********************* does not have access to the stores customer records. We have contacted the store and requested an update on the customers order. Once a response has been received, the customer will be contacted with an update.
  
  Please note that all returns, exchanges, etc. must be done directly at the customer's retail location where they purchased the furniture as they are their customer and all financial transactions have been made through their location (which is not linked to our corporate offices). Per the terms and conditions that were signed at the time of sale, refunds are not available. 
  
  We kindly ask that this complaint be closed as the customer will need to continue to work through their store of purchase.
  
  Kindest regards,
  *********************,
  ********
  ********** ***********
  ** * ******

  Customer Answer

  Date: 11/05/2024

   
  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:10/14/2024

  Type:Product Issues
  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.

  We purchased a power reclining sofafrom La-Z-Boy in September 2023. We took delivery on October 19, 2023. Upon delivery, we noticed right off the bat that the cushions and panels on the sofa were comically mis-aligned. We mentioned that to the delivery people and they said to contact the store. We contacted the store in person and they explained that is normal, despite seeing the same model chair on their floor nearly perfectly aligned. The floor model seemed sturdier as well. The sofa we received sounds and looks flimsy.
  
  Not long after that, our wireless remotes for the reclining portions of the sofa stopped working. I called the store again who connected us to the warranty department. They helped me reset the remotes.
  
  Fast forward to September 2024 and the remotes were still disconnecting almost every week. I called the warranty department, again. They sent somebody out and reset the remotes like I was doing. They also took a look at the panels that are greatly misaligned, and the person 'wrestled' (for a lack of a better term) to get the sofa panels as aligned as he could before taking photos of the sofa.As soon as we sat on the sofa after the warranty person left, the panels were again comically misaligned.
  
  Our remotes stopped working again days later. I called the warranty department, again. They offered to send out someone to reset the remotes. But I informed them we're ready for a return. The warranty department said for that I had to contact the store that we purchased from.
  
  I contacted the store. They said a return would be up to the warranty department.
  
  I'm being led in circles and have grown tired of the runaround.
  
  We just want La-Z-Boy to stand by their product, which is malfunctioning consistently and is, frankly, not well built.
  
  We're requesting a return and a refund.
  
  I can provide photos of the sofa, video of the faulty remote and a copy of our receipt as needed. Our sales ticket number was *********

  

  Business Response

  Date: 10/14/2024

  Dear BBB,
  
  We are sorry for any frustration that this customer encountered
  throughout their service experience.
  
  Upon reviewing the customer’s concerns, we found that the
  customer has been in contact with our service department and has a Service
  Ticket, ***********.  We have contacted
  the customer to request more information. 
  Once we have a response from the customer, we will be able to assist
  further.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******
  E-Commerce Coordinator
  CM# 878973
  

  Customer Answer

  Date: 10/16/2024

  
  
  Complaint: 22413682
  
  
  
  I am rejecting this response because:

  ****** has reached out to me via email the past couple of days with the same explanations I've received from my service calls and the local store manager about the panels being misaligned.  She's also stated it can be normal to have to reset/reprogram the faulty/disconnecting remotes every week.  If that would have been disclosed at the time of purchase, we would not have made the purchase.  The reset/reprogram process is somewhat lengthy and tedious and for it to be 'normal' to have to reset them every week, much less every month, is unacceptable.  She did however offer to replace the remotes with 'updated' models.  

  Furthermore, the remote issue and panel misalignment issue aside, the sofa itself suffers from poor workmanship.  It feels very loose and fragile.  The simple movement of crossing one's legs leads to a myriad of clunking and clanging from the interior of the sofa.  It's not sturdy, at all, at least not compared to our existing 13 year old LaZBoy sofa (which is wonderful and very sturdy as a manual reclining sofa).  And it's certainly not as sturdy as the floor model we tested in the store before making our purchase.  What was displayed vs. what was received, in terms of quality, is vastly different in our judgement.  This poor workmanship/fragility issue has not been addressed.

  We'd like LaZBoy to stand behind their product and accept a return of this unit.  We'd be happy to bring it to the local store ourselves to save them any additional freight fees.  
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 10/18/2024

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their service
  experience.

  Upon reviewing the customer's concerns, I found his service ticket# ************ It appears that ****** offered him two options:

  1. Was to continue with repairs and once repairs are completed, we will work with the store to monetary compensate him for having service.

  2. would be a reselection/ replacement.  Customer stated that he is going to be out of town but will reach out back to us once he is back. 

   

  We kindly ask that this complaint be closed as the customer is already working with ****** towards a resolution. 

  Kindest Regards,

  La-Z-Boy Incorporated,

  ***** 

  E-Commerce Coordinator

  CM#878973

  Customer Answer

  Date: 10/22/2024

  
  
  Complaint: 22413682
  
  
  
  I am rejecting this response because:

  Although I appreciate ****** reaching out to me and trying to work with us, this is far from resolved.  I don't appreciate ****** trying to mislead by saying this issue is being addressed then requesting to close the complaint.   That's not sincere and not helpful.  

  ****** has reached out to us with the two options listed.  Those options are fair if our quality issues are resolved.  La-z-boy has already tried to repair our unit, and we don't want to endure more time and frustration on repairs that are unlikely to be fruitful.  

  We are considering replacement and I'll communicate with ****** on that to see if we can come to an agreement.  This does not, however, withdraw our request for return and refund at this time.  
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Customer Answer

  Date: 02/26/2025

  {BBB transcription via attachment}

  Better Business Bureau:

  I wanted to let the BBB know that La-Z-Boy stood by their warranty and allowed us to return our sofa in exchange for a new unit that we are happy with.  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:10/11/2024

  Type:Product Issues
  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.

  On 8-6-2022 my husband and I purchased a leather living room sofa and 2 matching leather recliners from ******** in ***********, ****. They were delivered on 10-14-22. On 9-30-24 i noticed on the seat of one of the recliners that the finish of the leather was peeling off. I immediately contacted ******** at which time they informed me that they only warrant their leather for one year but they would schedule a video conference with one of their technicians for further review of the defect / concern. On 10-10-24 we had a video conference at which time the technician (****) again repeated that the leather was only warranted for one year and their was nothing he could do and the leather that was used for my furniture was discontinued so there was no repair available. I then contacted the Escalation / Next level Support Team at ******** who repeated what **** had stated and when I asked WHERE was this 1 year warranty stated at since we were not informed of it when purchasing the furniture I was told you had to go to their website and it was at the very bottom. I purchased my furniture from a brick and mortar store not a website and was never informed of a one year warranty! *** then offered me $200 to go towards a repair if I could find a company to repair it or a 10% discount to purchase a new living room suite! I stated ******** needs to stand behind the quality of their furniture and fix the issue but after seeing over 1000 complaints on this site I clearly see they do not! ******** needs to replace the seat of my chair at their cost not mine, a company as large as theirs can surely find this leather somewhere. I will never purchase anything from ******** again if this is not corrected and will inform as many innocent consumers as possible to do the same.

  

  Business Response

  Date: 10/11/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  ******** 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. This warranty is printed on the back of the sales receipt with the terms and conditions of sale that the customer signed at the time of purchase. The following is a link to our full manufacturers warranty: ************************************************************.

   

  Upon reviewing this customers concerns, we found that this customer's unit is outside of the one-year manufacturing warranty and service would be at a charge basis for parts and labor. It was also determined the cover is no longer available for us to assist. For this reason, we acted outside of our warranty terms and offered compensation of $200.00 to seek outside repair options. 
  
  We kindly ask that this complaint be closed as we have acted outside our warranty terms and offered a resolution.
  
  Kindest regards,
  *********************,
  Ashleigh 
  E-Commerce Coordinator
  CM # 878925
  

  Customer Answer

  Date: 10/15/2024

   
  Complaint: ********
  
  I am rejecting this response because: As stated previously, we were not told that the furniture only had a one-year warranty on the leather, see attached for the back of my receipt, it does not state this. I was informed by the Escalation next level support member that this is only documented at the bottom of the ******** website page. I purchased my furniture at a brick-and-mortar store not online. The $200 I was offered will not cover the cost to replace the leather on the seat of the chair and ******** has stated the leather is no longer available for me to get the chair fixed. This chair was less than 2 years old when the leather started to peel, I have had leather furniture in the past that lasted 12 years without so much as a **** on it. I'm not convinced that this is even real leather that ******** is selling as leather. My request is for ******** to either repair the chair I have or replace it.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 10/17/2024

  Dear BBB,
  
  Thank you for alerting us to this customers reply.
  
  As previously stated, the ****-Boy warranty has a 1-year coverage on the leather against any manufacturing defects.  This customer received delivery of this chair on 10/14/2022. The leather cover was almost 1 year outside of the warranty coverage when this customer contacted us to service the leather cover on the chair.  If parts are available to repair,they would be on a charge basis. ******** adds and drops styles and covers twice a year to keep up with the current trends in the furniture industry. We no longer have this leather cover available and cannot provide service. To provide customer satisfaction, we did offer to provide a discount off a new purchase or compensation to help with the cost of service elsewhere.  This customer declined both options.
  
  On the back of the receipt under Warranty Information it states,Your warranty is limited as described in the warranty information attached to your product.  When the chair was delivered, it had a booklet attached to the top back corner of the back.  Inside that booklet was information on how to assemble the back, safety instructions, and warranty information.  Our website also contains detailed information on the warranty, the store of purchase and ************ is also familiar with the warranty that comes with this style of chair.  They would have been able to answer any questions or concerns this customer had.
  
  The cover on this chair, FL143772, is an Authentic leather.  The face consists of 100%leather.  Authentic leather is made of animal hide, and while it is cured and finished in most cases, that does not negate the fact that it is still skin. If you allow your leather furniture to dry out, it will eventually lead to discoloration, staining, splitting,peeling, or cracking. This is not considered to be a manufacturing defect of the leather.
  
  We kindly ask that this complaint be closed as we have acted outside of our warranty and offered options to resolve although the warranty is no longer valid, and we cannot service due to no longer having this cover available to replace.
  
  Kindest regards,
  *********************,
  ******
  E-Commerce Coordinator
  CM # ******

  Customer Answer

  Date: 10/21/2024

   
  Complaint: ********
  
  I am rejecting this response because: ******** previously stated the 1-year warranty was on the back of my receipt which I proved was false and now they state it was attached to the furniture which if there was something attached to the furniture I do not have since we paid for the furniture to be delivered and set up for us, I do not remember anything being attached.

  As stated in my initial complaint, we were not informed by the salesman at the store about a 1-year warranty when purchasing the furniture nor do I believe real leather should peel in less than 2 years! We take very good care of our furniture and did not let it "dry out". We have a humidifier in our house that we use all winter due to health concerns. This material is obviously of poor quality and ******** needs to repair or replace the recliner; this is the only solution to resolve this issue. Offering me $200 for a an almost $1700 chair is ridiculous or to offer me 10% off a new living room suit...who does this benefit....********.  If they do not stand behind the quality of their furniture than we nor my family will ever do business there again. We bought a leather suit from Value City that lasted over 12 years without a scratch and cost considerably less than what I paid at ********. The old saying you get what you pay for definitely does not apply here.

  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  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.

  Our furniture was ordered 2/9/24. Delivered 4/24/24, order# **********  I noticed inconsistencies with the stain quality on the wood dining set so 4/24 I went to the store to talk to my sales person Shane Fleishour. Shane was on vacation and the store manager was out of office as well. The employee I did speak to told me I could call service & have them take a look at it. Ultimately I did talk to my salesman, he was going to check with the manager. I never heard back.
  On 5/20/24: I needed a service tech to inspect the right side sofa back. A new sofa back was ordered due to faulty recline. The tech told me to expect that piece in 2 weeks. Today still no replacement piece.
  Then on 6/13/24:
  A new dining chair was ordered because the poor stain quality couldn’t be repaired. Today, still no chair.
  On 7/12/24:
  A new sofa back needed to be ordered for the left side of the sofa because the leather was bubbled & peeling. Today still no replacement piece.
  On 8/15/24:
  I ordered stain from the service dept for the dining set, in case I had any future issue. My Amex was charge $49.28 paid to LA-Z-Boy inc. I was told I would get the stain in 7-10 days. Still no stain received!
  On 8/29/24:
  I emailed the store manager Ray Shobe to find out when I may expect the repairs on my brand new furniture. I have not heard back from him.
  Where is the quality control and customer service in this company?

  

  Business Response

  Date: 10/07/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has
  encountered throughout their service experience.
  
  Upon reviewing the customer’s concerns, we found that the
  customer has been in communication with our service department and has an open
  Service Case ****** that is currently under review. Once the review has been
  completed, the customer will be contacted with an update.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  Kellie
  E-Commerce Coordinator
  CM # 878549
  

  Customer Answer

  Date: 10/12/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  First: LaZboy stated this case is under review and I will be notified when completed. This has been going on since 5/20/24. I want to know how long the review will take.

  Second: If I understand correctly LaZboy corporate is conducting a review of all six concerns in my BBB complaint which does include all the open service #****** cases dated 5/20/24, 6/13/24, 7/12/24, and 8/15/24.

  Will this review also include a response to the consumer help I initiated through **** ** **** *********  They have sent several communications on my behalf beginning on or around 9/12/24; all of which were never responded to.  Further: I am requesting a refund because the furniture delivered 4/23/24 did not last 60 days, how can I expect it to last for years to come?   On 10/11/24 I received an automated email stating 1 part has been ordered to complete repairs, and should arrive within 21 days.  Please note, over the past 4 months I have been assured by employees of LaZboy that all furniture pieces and parts have been ordered 4 in total. What is the truth here?

  My anxiety is overwhelming!
  
  Sincerely,
  
  
  
  ******* *********

  

  Business Response

  Date: 10/14/2024

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their service
  experience.
  
  Upon reviewing this
  customer’s concerns, we found that this customer was scheduled for an in-home
  service appointment on 05/28/2024 and 06/13/2024.   Both technician reports discuss the concern
  with the dining chairs manufactured by ******** having nicks and one of them
  needing to be replaced due to cosmetic concerns that cannot be resolved without sanding and refinishing the chair.  Neither technician’s
  report mention needing any parts for the sofa. 
  There are no notes regarding a technician requesting another part for
  the sofa in July.  
  
  In August a request for stain
  was made.  Due to the customer advising
  they did not receive the stain, we put in another request to ******* for the
  stain on 10/07/2024.
  
  We are currently reviewing
  with ******* on the chair order. 
  According to ******* this style has been discontinued, but they may be able to
  still manufacture a chair for the customer. 
  ******* is looking into this.  We
  are also reviewing the claim of a right and left back being needed / ordered
  for the sofa. 
  
  Once the review has been
  completed, the customer will be contacted with an update.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  Kellie
  E-Commerce Coordinator
  CM #878459

  Customer Answer

  Date: 10/17/2024

   
  
  Complaint: 22388304
  
  
  
  I am rejecting this response because:
  
  On May 7,2024 I called your service dept. to schedule inspection of our right end sofa back.  Your service representative requested I text her a photo of the end piece that would not return to position after recline.  I did so, and when she received the photo she scheduled our May appointment.  At the appointment the service technician, after several failed attempts to fix the back determined a new back needed to be ordered.  He assured me he requested a new sofa back and even stated it should arrive in around 2 weeks.

  On 7/10/24 I called the Service Dept. because the left side end back piece leather was bubbling & peeling.  I text ***** ******* photos.  She scheduled an appointment for the following day and it was determined this back piece needed to be replaced as well.  On 7/11/24 I visited the ********** ** ***** ****.  I talked to the store manager *** ***** in person and I emailed him photos of the peeling & bubbled leather.  On 7/12/24 *** ***** emailed me thanking me for the photos.  *** stated that he forwarded the photos to the Customer Care Manager.  The email further stated the Customer care manager assured *** “they are reordering the affected area & replacing with new.”

  Now as to The ******l dining chair, I was told 4 months ago a new chair was being ordered.  Now you say ******* is looking into this!
  I am requesting a refund because instead of enjoying my new furniture, I have been forced to deal with visits to the store, countless phone calls, service scheduling, service appointments, emails, photos, and mostly my stress & worries.

  
  Sincerely,
  
  
  
  ******* *********

  

  Business Response

  Date: 10/18/2024

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their service experience.
  
  Upon reviewing the
  customer’s concerns, we found that the customer has been in communication with
  our service department and has an open Service Ticket/Case that is currently
  under review. Once the review has been completed, the customer will be
  contacted with an update.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  Nelly
  E-Commerce Coordinator
  CM #878459

  Customer Answer

  Date: 10/25/2024

   
  
  Complaint: 22388304
  
  
  
  I am rejecting this response because:

  I want a refund of the sofa, matching loveseat, and dining set due to very poor quality.  Our furniture was delivered 6 months ago and you continue to say the case # ****** is under review.  This is not an acceptable answer.

  We continue to wait for 2 sofa back replacements, a dinning set chair replacement.  Also, dining set wood stain that was order and paid for 8/15/24 and then re ordered 10/7/24.  Now, after being told on 6/13/24 that a dining chair replacement was ordered, we are on 10/21/24 told by ***** ********* our salesman the set is discontinued and he was instructed  by his manager *** ***** to notify us of our options:

  1. We may keep the flawed chair and get a refund.  We don’t want a flawed chair to complete our set.

  2. We can try to find 6 similar chairs to replace these.  I asked if the wood and stain for 6 new chairs would match the table?  The salesman said he didn’t know.  He would check.

  later ***** called me back and requested a photo of the chair.  Now, he said he thinks he may be able to get me this discontinued chair reordered.  
  While, since 6/13/24 the service department couldn’t get it ordered, the case was escalated within the laz boy company and that department couldn’t get it ordered. ***** went on to say, he will be out of office for three days but will get back to me.

  Please stop saying this is under review!

   How many more months will this take.
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  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 two Greyson Power recliners on 4-27-24. They arrived approx 2 months later. One of the recliners was not stuffed properly. The left side was overstuffed and the right side was under stuffed. It is very difficult to sit in the chair and the lumbar support only expanded on one side. I called La-Z-Boy and asked for a replacement since I paid $3,057.52 per chair and I purchased from them because they usually have quality furniture. I called on 7-19-24 and the girl was extremely rude and said they do not replace items, they repair. They sent out a tech and he tried pulling stuffing from right side of chair and moving to left. This did not work and I didn't think it was fair. Called service again and they sent the tech out again. He saw how both the back & Seat were both under stuffed. He said they would decide if I should get a replacement or order new parts. They chose to order new parts which I do not believe is fair.
  I have yet to received these parts. The last time I called 9-18-24 they had not even ordered the parts. Parts are suppose to arrive Oct 2nd. To date I have spoken to 6 different people.
  I paid extra money to have a special color leather. I believe they should replace this chair. Can you help?

  

  Business Response

  Date: 10/02/2024

  Dear BBB, 

  We are sorry for any frustration that this customer has encountered throughout their service experience.  

  I have located their service ticket 803-2798153 and the parts our technician has recommended are currently on order.  Once the replacement parts are completed they will ship directly to the customer's home and the customer can contact our Comfort Care team, at 855-802-6636, to schedule the technician to come back to the home to install the replacement parts in accordance with our warranty terms.  

  We kindly ask that this complaint be closed as we are assisting with the repairs to the product as our warranty provides.  Thank you. 

  Kindest Regards, 

  La-Z-Boy Incorporated,

  ****** 
  
  ********* ********** **********
  
  ** ******************

  Customer Answer

  Date: 10/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I purchased this on 4-27-24 and it is now 10-3-24.  How much longer is this going to go on.  So unacceptable.  This is my chair that I sit in and I have already got rid of my old furniture.  I cannot sit in this chair because it is so off.  The last person I spoke with said I should have the parts by 10-2-24.  Now they are saying the parts are on order with no date of delivery.  I need a date.  I also ordered these with a custom color.  Can they confirm the parts ordered match my original custom color order.  I still say a replacement chair is the right thing to do.  I can see by all the complaints on the BBB that this company is no longer a reputable company.  I have expressed my concerns in as graceful a manner as possible, but the company will take no responsibility to make this right.  Their attitude to me as a client is "too bad".  A chair that cost over $3K should not have to be fixed.

  
  Sincerely,
  
  
  
  Joan Dewit

  

  Business Response

  Date: 10/09/2024

  Dear BBB,
  
  We are sorry for any
  frustrations that this customer has encountered throughout their service experience.
  
  Upon reviewing the
  customer’s concerns, we found that the customer has been in communication with
  our service department and has an open Service Ticket/Case that is currently
  under review. Once the review has been completed, the customer will be
  contacted with an update.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ********

  E-Commerce Coordinator
  ** *******

  Customer Answer

  Date: 10/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I was in contact with Lazyboy before I contacted the BBB.  Since then I have received no help or answers.  They still have not answered when they expect my parts to come. Nor have they answered if they ordered the custom color leather that I ordered on these parts. I need Lazyboy to email me and tell me.  If you notice in their response, they give no details.
  
  
  
  Sincerely,
  
  
  
  Joan Dewit

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  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.

  Unable to use power chair for past ***************************** field customer service. Contract you have with third party vendor is not working and is now unacceptable to me. Compensation for poor customer service would be a suitable way to resolve issues and to get chair properly operating in an expedited manner is a reasonable request. The inability to solve issue at store level and the ridiculous training of store personnel to "screen" customers from a higher level of management and potential problem solver(s) within your organization has left a bitter tatse with me.Had I known your service policy before making the purchase , I never would have done business with ********.