Furniture Manufacturers
La-Z-Boy Inc.Headquarters
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
- 609 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:07/11/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 6th, 2024, we purchased a ****** sofa from La Z Boy, it was delivered on May 16. Within 3 weeks the phone calls and emails began.We are VERY unhappy with it's appearance. We have been told by many people that the height differential is absolutely normal, and it was make with the exact specifications necessary.As you can see in the photos, the middle non-moving section is at least an inch higher. It looks very odd.The backs of the 2 moving ends are already sunken and are supposed to be refilled by them in my home within the next 6 weeks.I am terrified that after spending SO much money on a brand we previously loved, this will be a huge mistake. Once the fabric settles, it will look like it does now, and it will be thrown out money.They have stated they will repair, NOT refund. I want to return it and I'm hoping you can help.Business Response
Date: 07/12/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
We are unable to locate the customers sales information in our system using the contact information that the customer had provided. We have contacted the customer to request more information regarding their purchase. Once we have a response from the customer, we will be able to assist further.
Kindest regards,
La-Z-Boy Incorporated,James ***********
E-Commerce Coordinator
CM #******Customer Answer
Date: 07/17/2024
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:07/10/2024
Type:Product IssuesStatus: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 recently purchased two new couches from LazyBoy in *** ***, ******** and was not happy with the way the furniture was wearing within the first week. I had a service call and a technician came out and noted that all of the back cushions were not stuffed with the proper amount of stuffing so he ordered replacements for two of the cushions to make sure this would fix the problem. Well it fixed the problem so he told us that we needed to call LazyBoy to tell them we need 4 more cusion inserts because now there is a noticeable difference after replacing the two. I have been fighting with LazyBoy, even after their technician recommended this replacement. LazyBoy needs to stand behind their furniture and fix it. This purchase was over 10K.Business Response
Date: 07/12/2024
Dear BBB,
We are sorry for any
frustrations that this customer has encountered throughout their service
experience.
We are unable to
locate the customer’s sales information in our system using the contact
information that the customer had provided. We have contacted the customer to
request more information regarding their purchase. 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 #******Customer Answer
Date: 07/17/2024
Complaint: ********
I am rejecting this response because:Their technician replaced two of the cushions already so now I have different size cushions as you can see from this photo. Their technician told us that the other ones needed to be replaced as well and now Lazy Boy is denying to fix what their technician recommended. Unacceptable especially considering how much I paid for this “custom furniture”.
Sincerely,
****** ********Business Response
Date: 07/19/2024
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 the customer had an appointment with one of our technicians. The technician found the customer’s furniture to be built up to manufacturing specifications; from a repair standpoint, there is nothing we can do to resolve the customer’s concerns. The poly should be deluxed and regulated as a part of regular furniture maintenance. If you wish to upgrade the cushions, any parts or labor would be on a charge basis.
We kindly ask that this complaint be closed as the customer’s furniture is up to manufacturing standards.
Kindest regards,
La-Z-Boy Incorporated,
***** ********
E-Commerce Coordinator
CM # ******Customer Answer
Date: 07/19/2024
Complaint: ********
I am rejecting this response because:
now I have a couch with different size stuffing in the back cushions. They need to fix this problem so all of my back cushions are the same size. At the very least, they need to bring out one more bigger cushion insert so tye couch is all the same. This is so disappointing. Their tech recommended these cushions he replaced with more stuffing because of the gaps in the material and now he sounds like he is changing his story.
Sincerely,
****** ********Business Response
Date: 07/24/2024
Dear BBB,
Thank you for alerting us to this customer’s reply.
Our Comfort Care Team has called the customer, advised tech replaced LSS/RSS poly on one unit. He had advised her at the time he would put in request for the middle poly be ordered; has same exact unit with the same problem all 3 backs needs poly to be added. We did advise customer we will get parts ordered. Will monitor ticket for parts to be installed. The customer said she appreciates this. There is nothing wrong with the unit mechanically it's just the poly.
If the customer’s issues persist after their next scheduled service
visit, we
will review their ticket further.Kindest regards,
La-Z-Boy Incorporated,
***** ***********
E-Commerce Coordinator
CM #******Customer Answer
Date: 07/24/2024
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:07/10/2024
Type:Service or Repair IssuesStatus: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 04/03/2024 I purchased a Pinnacle Platinum Lift Recliner code ************* FN 000 for $2659.99, Discounted 600.00 for a promotion and home delivery 99.99 and tax 128.75. It was delivered 5/20/2024. I had problems with it right away. I called the number in the warranty information book and scheduled a service call (I also spoke to the sales representative that sold me this item ***** ****** (******* ****. The date for the service technician to come to my home was scheduled for June 11 2024 they called me that day and said the tech had gotten hurt and it had to be rescheduled. I called them back and asked how could you have only one tech they then scheduled it for6/12/2024, they then called and stated that there had been a death in the techs family, and it once again had to be cancelled. I then called ***** ****** and told him about this problem and that it sounds like made up reasons. He said Well things happen. I sent an email to corporate, of course no response. I then rescheduled it for the third time 7/10/2024 they sent me an email the day before as a reminder, and also a phone call the day before, they were to be here between 9 and 12 and at 10:27 they called and cancelled for the third time because the tech had a family emergency. I am totally done with this, and I want a new chair delivered.Business Response
Date: 07/12/2024
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 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
CM #******Customer Answer
Date: 07/17/2024
Complaint: ********
I am rejecting this response because: The company called me two days ago and stated they are willing to take back the chair next Tuesday, July 23, 2024. He gave me that date (***** ****** the sales associate from the Saugus store.) When I was given that date I told Mr. ****** that all of the monies I paid for the chair had to be in my hand before they remove the chair from my home. I was then told, well I don’t know if that is going to happen.I then said well then you will not get the chair. He then stated well then corporate might then refuse to take back the chair. I said if they do that I have no problem going to the consumer reporters at all of the tv stations. He then asked which tv station was I going to? Because he wanted to watch it on the evening news. The final statement I got from Mr. ****** is that he would call corporate and see what could be done. I have not heard a word since then.
Sincerely,
***** *******Business Response
Date: 07/18/2024
Dear BBB,
At this time, we have offered the customer a full refund. Once the unit is picked up and returned to our local warehouse we will issue the refund to the original payment method. If the form of payment expired or is no longer in used, we will mail a check to the customer. The customer has 30 days to accept this offer.
We kindly ask that this complaint be closed since we are offering a full refund to the customer.
Thank you,
La-Z-Boy Incorporated
***** **
E-Commerce Coordinator
CM# ******Customer Answer
Date: 07/18/2024
Complaint: ********
I am rejecting this response because:
I have spent thousand of dollars on this recliner. I have told LaZBoy I will accept the refund only if the amount of money that I paid, in total, is in my hand before the recliner leaves my house. I would never have dreamed that I would have so much of a problem with their company. The escalation department called me two days ago and told me of this offer and I told her as I am responding to this, before the recliner leaves my house, the full amount that was paid for it must be in my hand.
Sincerely,
***** *******Initial Complaint
Date:07/05/2024
Type:Customer Service IssuesStatus: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 have been trying to reach the store where we purchased our sofa from and they rarely if ever answer the phone. They never return calls unless you continuously try to reach someone. I am very dissatisfied with my purchase as it had so many issues since rhe first week of delivery. I have been out through a terribly torturous process since first ordering because of the very long wait times. Nobody wants to help, whether it’s the main office or the store. No customer should go through this. I really would like my money back. Why is it so hard for the company to do what is fair? Why is nobody caring? I have tons of medical issues and your mistreatment is fueling my illness with stress on top of. I shouldn’t have to deal with such lack of service. This sofa has been horrible since the first week and I should not be locked into such purchase. I really wish someone would care and truly understand.Business Response
Date: 07/08/2024
Dear BBB,
Please note that all returns and exchanges must be done directly
at the retail location where the customer purchased the furniture as they are
their customer and all their financial transactions have been made through
their location. Per the terms and conditions that were signed at the time of
sale, refunds are not available. Once furniture is accepted into the home at
delivery, we then follow the terms of the La-Z-Boy warranty for any
manufacturing or material defect that is reported. We encourage all customers
to thoroughly inspect their furniture at the time of delivery before signing
for and accepting the delivery. As they did not refuse the delivery, we will
continue to follow the terms of our warranty.Kindest regards,
La-Z-Boy Incorporated,
***** ***********
E-Commerce Coordinator
CM #******Customer Answer
Date: 07/14/2024
Complaint: ********
I am rejecting this response because:1. I clearly mentioned that the store never answers their phone or returns messages left on voicemail. They never follow up.
2. I was told by ********* the store manager that someone from the main office would schedule a repair visit with me. Nobody ever contacted me and when I tried to follow up with the store, nobody called me back.
3. After everything I wrote in my original complaint, why was this mistreatment ignored by the representative who responded to this complaint?
4. I kindly request that the BBB ask La-Z-Boy to please reconsider providing a solution to my problem. I would like at minimum, a repair visit to correct all the issues with what should have been a new and enjoyable sofa. I hope La-Z-Boy would provide a contact I could reach out to via phone to schedule this. Customer service is virtually non-existent.
Sincerely,
******* ******Business Response
Date: 07/19/2024
Dear BBB,
We are sorry for any
frustrations that this customer has encountered throughout their service experience.
We have created service ticket, ***********, and communicated with the customer that a La-Z-Boy Comfort Care representative will call within the next 1-4 days to schedule service for his concern.We are keeping this ticket open so that if the customer’s issues persist after their service
visit, we
will review their ticket further.
Kindest regards,
La-Z-Boy Incorporated,***** ***********
E-Commerce Coordinator
CM #******Customer Answer
Date: 07/26/2024
Complaint: ********
I am rejecting this response because:
Nobody has ever called me. This is absolutely unacceptable at this point. The main office cannot even get a technician to fix my sofa but they are quick to throw the terms and conditions at me. I kindly request that the retailer actually provide me with a contact number of someone I can speak to. Ticket numbers alone do not help. I need an actual person to help coordinate this issue. Thank you.
Sincerely,
******* ******Business Response
Date: 07/29/2024
Dear BBB,
We are sorry for any
frustrations that this customer has encountered throughout their service experience.
We were
able to locate the customers Service Ticket *********** and see that the customer is currently scheduled for a
service appointment with one of our technicians on 8/9/24.
Once the
technician's report has been received and reviewed, the customer will be contacted to discuss further.
Kindest regards,
La-Z-Boy Incorporated,***** ***********
E-Commerce Coordinator
CM #******Initial Complaint
Date:07/03/2024
Type:Product IssuesStatus: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.
April 27th, 2024 is transaction date for $1367.40 .. transaction# ******.Purchased a recliner. Right away the chair would not recline without the footrest hitting the floor. Then within two days the back just caved in .. the padding just pushed into the back cavity.Also, the chair leaned to one side. And, the mechanizum was crooked .. not installed correctly.I called Lazboy and they sent out (two weeks later) a fix-it man. He saw all these problems right away. And, took pictures and reported it to Lazboy headquarters. Was told Lazboy would contact me in 3-4 days. I waited 10 days - no call. I just called them and want my money back. They are not nice about it. They are offering to give me half credit on a new one. I have tried for over 2 months now - I will only settle on my money back.Please help me.Business Response
Date: 07/05/2024
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the ********, ** area. All locations are independently owned and operated. The business associated with this complaint only operates in the *******, ** vicinity. Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************. Thank You.Customer Answer
Date: 07/05/2024
Complaint: 21937577
I am rejecting this response because: Who ever answered this is wrong on the location of where I purchased this recliner.********, ** IS ABOUT 10 miles from **********, ** - both are right beside ********, **. I purchased the recliner from the Midlothian store as described.
i feel I am getting the run-around just as the store did. Check your VA maps and you will see I am correct and they are lying.
Sincerely,
*******************************Business Response
Date: 07/05/2024
To clarify - You have filed a BBB case against a privately owned ******** location, who only operates in *******, *** and surrounding areas.
The company you have filed this BBB case against does not operate in any city within the state of ******** at all.
Customer Answer
Date: 07/05/2024
Complaint: 21937577
I am rejecting this response because: MIDLOTHIAN, ** is about 10 miles from ******** ,** - BOTH ARE RIGHT NEXT TO ********, *******;LOOK AT A VAGINIA MAP.
I PURCHASED THE RECLINER IN **********, ***
Sincerely,
*******************************Customer Answer
Date: 07/08/2024
I have further info on 6741947C4BA9. I called Lazboy @ ************ .. asked for the report that the fix-it person gave them to fix the recliner. Jarret @ world headquarters told me NO on sending me the report. He said the report told him that they want to replace the back with the lumbar part, new footrest with new seat, a new frame. Does this sound like rebuilding a whole new chair? Also, he verified that purchased the recliner in **********, ******** . Not in *******. ****** also said that you could call and give that report number to varify what I told you could talk to anyone.Business Response
Date: 07/09/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their experience.
Upon reviewing the customers concerns, we found that the customer has been approved for a reselection of their unit since they did not want the unit to be repaired. A reselection is when the cost of the unit is issued back to the customers original store of purchase so that they may choose a new unit. At the time of purchase the customer signed the terms and conditions that states refunds are not an option.We kindly ask that this complaint be closed as we are following our terms and conditions and offering the customer a reselection.
Kindest Regards,
La-Z-Boy Incorporated
Gabby W.
E-Commerce CoordinatorCustomer Answer
Date: 07/10/2024
Complaint: 21937577
I am rejecting this response because:lazboy is now back saying I can have credit at the store I purchased it from in **********, Va.they now acknowledge the correct store. However, they dont tell you that I called them in their 3 day period to return the chair - and, they said they were too busy writing up an order and would call back. They did not call back and after a wait of 7 days I called again to be told I was past their 3 day limit. How in-fair can one get.
l do not trust them. I want my money back and to be able to go to a store that I can trust.and when I first picked out a recliner, thy told me it was a new kind of leather . I found out later it was not leather. They outright lied to us. They try anything to make a sale.
Sincerely,
*******************************Business Response
Date: 07/11/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience. Our policy does state at the time of the sale no refunds. The customer signed the terms and conditions at the time of the sale. The ticket is currently under review. Once the review is completed the customer will be contacted by our team.
We kindly ask that this complaint be closed as we are following our ******** terms and conditions, and the customer has been offered a reselection.
Kindest regards,
******** Incorporated,
***************************
E-Commerce Coordinator
***********Customer Answer
Date: 07/11/2024
Complaint: 21937577
I am rejecting this response because: I just want a refund.
Sincerely,
*******************************Business Response
Date: 07/12/2024
Dear BBB,
The customer's store of purchase offered the customer an additional 50% off of the reselection price. Due to the terms and conditions of the sale, that the customer did sign, we do not offer refunds.
We kindly ask that this complaint be closed due to the store going above and beyond by allowing a reselection and the additional 50% off.
Kindest Regards,
La-Z-Boy Incorporated
Gabby W.
E-Commerce CoordinatorInitial Complaint
Date:07/02/2024
Type:Service or Repair IssuesStatus: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.
Hello,I placed an order on April 6th. I was told it would get here in 6-8 weeks. It is now over 12 weeks and I was told yesterday that my furniture would take another 2 weeks when I was told 2 weeks ago it would be here on the 28th of June. My furniture should have been here no later than the 1st of June. I am extremely displeased with the service I have been given. On the phone I was told that I signed an "approximate" delivery of 6-8 weeks so I would get the furniture when it comes and I cant back out of the purchase because I signed a contract. 12 weeks and counting is not an approximate or close to 6-8 week time frame. I have been without an entire living room for 3 months and counting. A 5 percent disount for a 50 percent plus wait time longer than expected on my home furniture is not fair. I would like a much larger discount than 5 percent and I believe that I am justified for alot more. I have spent multiple days on the phone asking for progress. I have been told that the manager was going to call when he never did and I was told that the furniture was going to be done when it never was. The continued lies that were fed to me on a weekly basis did not make this process go smoothly at all. Then yesterday 7/1/24 the manager said he would send an email to someone that could potentially approve me a higher discount than 5 percent. He sent an email, they never responded so I called them today and they said they are a warranty department and that they cannot help with my type of issues and will let the manager know and that the only person that can help me is the manager at the store.If you have any questions please feel free to give me a call. Thank you for your time.The total I've paid was 4000 dollars but I still owe 3371 which is a total of 7371. ************Business Response
Date: 07/02/2024
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the ************, ** area. All locations are independently owned and operated. The business associated with this complaint only operates in the *******, ** vicinity. Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************. Thank You.Business Response
Date: 07/02/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their purchasing experience and for the delay. We do see they are scheduled for delivery on July 6, 2024, and the store has already discounted their purchase for the delay.
******** 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 we, ******** World Headquarters, do not have access to the independently owned and operated retailers' customer purchase records. The customer will need to continue to work with their store for a resolution.
Kindest Regards,
******** Incorporated,
Gabby W.
E-Commerce CoordinatorCustomer Answer
Date: 07/08/2024
Complaint: 21929273
I am rejecting this response because:July 6th is 13 weeks after my order date. I was supposed to get my order within 6-8 weeks. This means the latest was June 1st. This furniture was over a month late arriving to my home. The discount that was given was not sufficient in the slightest. I have tried working this out with the manager at the store with no success. I was told there is no one else to speak to. The manager has given me false information time and time again and has told me there is no one higher than him that I can speak to about this issue. This is an unacceptable answer. I deserve a better answer, treatment and compensation for the way this has all happened. Another thing that happened was when I went online to set up delivery, my initial (very small) discount wasn't even applied so yet again I had to spend another half hour on the phone to get that figured out. I have spent countless times on the phone the past 3 months. I had to wait 50 percent longer than promised. I would like at least 20 percent compensation for this inconvenience and all the time that has been wasted on the phone.
Sincerely,
*************************Business Response
Date: 07/09/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their purchasing experience and for the delay. We do see they took delivery on July 6, 2024, and the store has already discounted their purchase for the delay and also refunded them the $299.99 delivery fee as well. Unfortunately, the items the customer ordered were slightly delayed and took longer than the 6-8 weeks estimated timeframe. The store understood how frustrating this was and offered a discount with their products and free delivery.
******** 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 we, ******** World Headquarters, do not have access to the independently owned and operated retailers' customer purchase records and the store has already gone above and beyond with compensating the customer for the delay.
Kindest Regards,
******** Incorporated,
Gabby W.
E-Commerce CoordinatorInitial Complaint
Date:06/27/2024
Type:Customer Service IssuesStatus: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 2 couches on January 20 2024 and was told 6-8 weeks. Nothing further was explained or discussed. We told salesman (Peter Romano) that we were ok with that but not much longer. He assured us it would be within that time frame so we agreed and ordered. Paid the deposit and waited. I never heard from them and tried to call the on line order department. I was told they had no record of my order and could not locate it by phone number. I called the store and they then told me order was delayed with a delivery of now March. I heard nothing from them and called on line system in March. No record of my order. Called the store. They now tell me delivery in April or May. May comes and once again nothing so I call back and they tell me May 20. I call back May 17 and they do not take my call. I called several times until I got my salesman and am told sometime in July. At this point I told him I was canceling the order and was done with them. I have tried to email and call both him and manager and NO ONE will call me back. I filed a fraud report with credit company and got my deposit back. Now lazy boy calls me and tells me my order is here. I no longer want or need this after being lied to , ignored, and mislead by the salesman. Please just cancel this order. I will not be having it delivered and have cancelled my credit card. Please follow up with me so I can confirm this has been cancelledBusiness Response
Date: 06/27/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
The customer’s store of purchase is independently owned and operated. La-Z-Boy Incorporated does not have access to the store’s customer records. We have contacted the store and requested an update on the customer’s order. The store advised the customer signed the special-order terms and conditions which states that manufacturing delays could occur during the production process. The store was in contact and apologized for the fabric delay. At this time the customer's furniture that was special ordered is in and can be scheduled for delivery.
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,
La-Z-Boy Incorporated,
***** **
E-Commerce CoordinatorInitial Complaint
Date:06/26/2024
Type:Service or Repair IssuesStatus: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.
12/24/23 Purchased leather recliner. Indicated that the sale was “as
is”; salesperson pointing out that there was a slight (1 inch) rip in
the right side arm rest. That was acceptable to me.
January 2024: Contacted Lazy-Boy asking for a review/repair since
the chair was clunky and pitching to the right(?). It was simply
unstable.
2/1/24: Lazy Boy sent out a man (very nice) to evaluate the chair
and make recommendations. He took many photos of all angles and
said that the frame of the chair was broken underneath. Apparently,
there was more than one issue with the structure of the chair. He
finished the evaluation and left indicating that the company would
follow-up. NOTE: The original sales tags were still attached to the
arm of the chair.
2/22/24: Following the assessment of the chair, Lazy-Boy sent out
two men to pick up the chair. When they arrived, one of them said,
“What’s wrong with it?” This further validated to me that the ‘as is’
sale was unreasonable and should not have been sold to anyone.
Frankly, it is unsafe.
Early March ’24: Had not heard from the company about a
replacement so I called. They indicated that “for some reason”, they
had the following phone number on file for me (000)000-0000.
They assured me that it would be corrected. Then, offered to
replace or refund; later recanting the offer to replace it “because
the leather was a ‘special order’ and expensive.” They said I could
replace the chair but would need to pay the difference. A refund
would have been reasonable at this point.
Mid-late March: Was expecting a refund to post to my account and
it hadn’t been yet.
April: Stopped by the store seeking a resolution to the problem and
they were closing. I planned to return. Would prefer to seek the
resolve face-to-face.
Mid-May: Stopped in to the store and was greeted by a middle-aged
man with glasses. He was very friendly and I told him the situation.
He initially “couldn’t find me in the system” because my contact
information was not updated as expected. But, he finally found my
order after sorting through a number of orders with the same phone
number (000)000-0000. At this point, Lazy-Boy was in receipt of
the purchase price of the chair for 5 months! The gentleman that
was helping me said that he would ask the [female?] store manager
that was expected to work the following day to contact me. He
updated my phone number in the system and confirmed it with me 3
times. I suggested that he take a red sharpie and write my cell
phone number on the outside of the file. It was a friendly [yet
assertive] exchange and I thought it would finally get resolved.
WRONG again.
6/25/24: Still no contact, replacement or refund from the company.
6 months holding the money I paid for the chair.
NOTE: I am not a hostile, entitled consumer. My patience is
evidenced by the fact that I allowed weeks to pass between
contacts to allow the store time to contact me and/or issue a
refund. Additionally, I don’t have any interest in publishing this
concern on the internet and would prefer to resolve it through these
formal channels. I am calm and reasonable; frankly shocked that
this was so poorly managed. I would expect that BBB would
document the fact that a complaint was made [with no specificity]
to inform the public that there was a concern.
RESOLUTION: When I consider what a sufficient resolve would be
1.
2.
3.
under these circumstances, [as a business owner myself] I would
go above and beyond to make it right. To consider the following:
The minimum necessary would be to receive a refund plus 30% interest.
or,
To offer any item to be purchased from the company at “cost”/book value;
applying the amount already expected to be refunded.
or,
Replace the exact chair for the amount originally paid. This would be my last
choice because ordering something would likely require a long wait and I’m not
confident that it will be sufficiently handled at this point.
***I DO NOT WANT TO WORK WITH THE EMPLOYEE THAT SOLD THE CHAIR TO
ME BECAUSE I BELIEVE THAT SHE IS AT LEAST PARTIALLY RESPONSIBLE FOR
THIS PROBLEM/POOR CUSTOMER SERVICE.Business Response
Date: 06/26/2024
Dear BBB,
We are sorry for any
frustrations that this customer has encountered throughout their purchasing
experience.
We have forwarded
the customer’s communication to the store of purchase for review. Once the
review has been completed, the customer will be contacted.
Kindest regards,
La-Z-Boy
Incorporated,***** ***********
E-Commerce
Coordinator
CM ******Initial Complaint
Date:06/24/2024
Type:Product IssuesStatus: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 29 may 2024 i purchased 2 recliner chairs and a sofa to be deleivered on 21 june 2024 both recliners were delievered one recliner was damaged and i refused to accept it. the sofa was not deleivered at all. i have repeatedly tried contacting the store manager and he is just giving mr a line of BSBusiness Response
Date: 06/25/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
We have been in contact with the store of purchase, and they advised they have spoken with the customer, and they are scheduled for delivery tomorrow.
We kindly ask that this complaint be closed as the customer accepted the resolution.
Kindest regards,
La-Z-Boy Incorporated,
Gabby W.
E-Commerce Coordinator
207-46364Initial Complaint
Date:06/07/2024
Type:Service or Repair IssuesStatus: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 December 19, 2023, I purchased a Pinnacle Gliding Recliner from ******** in ************* for $1,265.54. The chair was delivered on February 3, 2024. About 7-10 days later, I wrote a review that noted fabric pilling on the left arm rest (with pictures), the footrest was loose, and in the recline position the chair was not stable, i.e., is shook like a *************************************************** the 1960s. ******** contacted me and offered to have an inspector examine the chair. The inspector came on March 9, 2024. He immediately noticed the pilling and explained someone would come to the house to re-staple the fabric. Regarding the footrest and chair shaking in the recline position; he admitted that it seemed significant; but was probably within manufactures standards. HE NEVER EVEN SAT IN THE ****** Nonetheless I waited for ******** to contact me about the inspection. They never called. As a result, beginning on March 27, 2024, I reached out to ******** customer service **************. Over a series of phone calls, customer service said the inspector noted the pilling but said the customer did not want it corrected, WHICH WAS AN ABSOLUTE LIE, and the chair was otherwise within ******** standards. ******** called back one last time; but because I had just come home from the hospital after surgery, I asked them to call back. They never did. My opinion is that ******** customer service is dishonest (not the local store in **********, who tries their best to be helpful). I absolutely wanted the pilling corrected and a chair that cost $1,265.54 should be secure in all positions. I would either like a full refund or the chair replaced with a chair with no piling and proper base mechanics. If ******** will not agree, I would also be happy to have any objective third party (not paid by ********) to inspect the chair and let both parties accept the results. Thank you for your consideration of this problem.Business Response
Date: 06/07/2024
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 manufacturers warranty: ************************************************************.
Upon reviewing this customers concerns, we found that the customer took delivery of their recliner in early February 2024. The customer contacted the service department late February to report concerns with the fabric appearing wavy and the mechanism feeling loose. An appointment with a technician was scheduled for March 9th.The technician found no manufacturing or material defects with the unit.
We kindly ask that this complaint be closed as the customers furniture is up to manufacturing standards.
Kindest regards,
La-Z-Boy Incorporated,
******************
E-Commerce Coordinator
CM ******Customer Answer
Date: 07/22/2024
******** sending a technician is exactly why I sent a complaint. The technician, who is paid by ********* never even sat in the chair to determine if the mechanics were correct. Moreover, the technician instantly agreed that the fabric on the left armrest was defective and said ******** would send someone out to re-staple it. However, in the technician's report he sent to ********* he said that the customer (me) did not want it repaired. In sum, the inspection was completely dishonest. That is why I wanted an independent third party to review/inspect the chair. If I could not get a refund/repair, it is unclear why ******** would not agree to an independent inspection, unless they know their inspection service is a hoax! Please re-open the complaint. Thank you.Business Response
Date: 07/22/2024
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 manufacturers warranty: ************************************************************.
Upon reviewing this customers concerns, we found that the customer took delivery of their recliner in early February 2024. The customer contacted the service department late February to report concerns with the fabric appearing wavy and the mechanism feeling loose. An appointment with a technician was scheduled for March 9th. The technician found no manufacturing or material defects with the unit. We called the customer to discuss the service and the customer advised it was not a good time. We provided our phone number to the customer's email for the customer to call back.
We kindly ask that this complaint be closed as the customers furniture is up to manufacturing standards. If the customer would like to reschedule service our phone number is ************.
Kindest regards,
La-Z-Boy Incorporated,
Gabby W.
E-Commerce Coordinator
CM ******Customer Answer
Date: 07/22/2024
Complaint: 21812815
I am rejecting this response because: The response from ******** is completely self-serving. The complaint is based on the fact that ******** sent a technician, who is paid by ********, (i) who never even sat in the chair to determine if the mechanics were correct; and (ii) the technician instantly agreed that the fabric on the left armrest was defective (picture previously submitted to BBB) and said ******** would send someone out to re-staple it; however,in the technician's report sent to ********, he said that the customer (me) did not want it repaired, which is an outright lie. In sum, the inspection was completely dishonest. That is why I initially asked for a refund or repair; but knowing this was unlikely form ********, I asked ******** to agree to an independent inspection. If ******** actually believes in its products and conducts honest inspections, then it should have no objection to any third party inspection; unless ******** knows their inspection service is a hoax!
Sincerely,
*************************Business Response
Date: 07/24/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.Again, as stated in our previous response, upon reviewing this customers concerns, we found that the customer took delivery of their recliner in early February 2024. The customer contacted the service department late February to report concerns with the fabric appearing wavy and the mechanism feeling loose. An appointment with a technician was scheduled for March 9th. The technician found no manufacturing or material defects with the unit. We called the customer to discuss the service and the customer advised it was not a good time. We provided our phone number to the customer's email for the customer to call back.
We kindly ask that this complaint be closed as the customers furniture is up to manufacturing standards. If the customer would like to reschedule service with a ******** authorized service technician, our phone number is ************.
Kindest regards,
******** Incorporated,
*********************************
E-Commerce Coordinator
CM 869051Customer Answer
Date: 07/24/2024
Complaint: 21812815
I am rejecting this response because: Once again, ******** is simply relying on an inspection wherein the technician never bothered to sit in the chair to check the mechanics and falsely stated that the customer (me) - despite filing a written complaint about the fabric on the left armrest - declined to have it repaired. This is not an honest inspection. The fact that, once again, ******** refuses to have any kind of third party inspection proves that ******** knows it products are not up to industry standards and its inspections are not objective. Also, contrary to ********'s implication that they called me and I never called back, I did have lengthy telephone conversations with customer service on Feb. 26, March 27, and 28. When they called on April 11, I was recovering from surgery and my recollection was that I asked them to please call me back, which they never did.
Sincerely,
*************************
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