Complaints

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

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La-Z-Boy Furniture Galleries has 8 locations, listed below.

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  La-Z-Boy Furniture Galleries

  7070 SW Nyberg St Tualatin, OR 97062

• 

  La-Z-Boy Furniture Galleries

  1135 N Hayden Meadows Dr Portland, OR 97217-7547

• 

  La-Z-Boy Furniture Galleries

  20752 SW 120th Ave Tualatin, OR 97062

• 

  La-Z-Boy Furniture Galleries

  3970 Rickey St SE Salem, OR 97317-5856

• 

  La-Z-Boy Furniture Galleries

  407 NW Burnside Rd Gresham, OR 97030-3714

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:02/17/2025

  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.

  The section we purchase is just two years old in an adult household rarely used. We had them called our to repair already, they repaired the lift foot rest. Now both footrests are broken, pieces of broken shaved metal have fallen off, broken metal, and bolts. they make loud noises when pushing the buttons to lift and lower. We spent a large amount of money on this product (over *****). I have contacted both the corporation and the main store on multiple occasions with no resolution. I keep getting the run around. There has been no one who will help me or return my calls. I have submitted multiple photos of receipts and photos of all the damage that they asked for, but they have not followed up with next steps. I am frustrated and tired. I just lost my husband and frankly I dont have the energy to keep this contact up. I am hoping you can help get my refund so I can purchase elsewhere. There ads are false and so are there customer service.

  Business Response

  Date: 02/26/2025

  Please see recap of events below:

   

  6/11/2022: ***** ******** took possession of her Trouper Sectional with the purchase of a 5 year protection plan through Guardian.
  
  8/30/2023: a service order was created for a headrest not working. Was outside of the first year warranty with ******** so ***** utilized her protection plan through Guardian. We attempted to reach her about the approval of the work order from 8/30/2023 to 10/10/2023 where we finally were able to have her call us back and get her on the schedule.
  
  11/9/2023: ******** service technician reported parts needed for repairs. Sequencing plates and pre-built mechanisms.
  12/17/2023: parts arrived
  12/20/2023: parts were installed.
  
  
  11/13/2024: We opened a workorder about a remote not working and the headrest having issues moving. We directed her to Guardian protection Plans.
  11/18/2024: Received a voicemail that was unclear. Left a message with customer to call us back. 
  
  That is the last correspondence we have with her. 
  
  We are more than happy to help walk her through the process to get her furniture repaired and assist on getting everything scheduled and fixed. We apologize for the inconvenience this has caused. The service number is ************ OPT.4 .  We are unable to take the furniture back and issue a refund as it has been in the home for over 2 years and 8 months.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22952180
  
  I am rejecting this response because: Original delivery date was 6/11/22. I purchased this in "good faith" when speaking to the original sales person/designer "***** ********", the total price (including "insurance $319.99) $6261.49.The store phone# ************ ************, Or.  The total cost to me was $6261.49. I paid a $3,125.00 deposit. When I purchased this I expected "good quality product". The first incident to replace the mechanism modular power (R) to move the foot/headrest end of the couch was on 8/17/23. At time my husband noted when turning over the couch unit it was of poor construction noting that the wood used was like exposed untreated wood and had the materials stapled to it. It had a tag "made in ******" ACK#**********-001-001. I was not expecting this from what appeared to be a well known furniture store.  Also noted were shards of ground metal "bolt type" screws which had appeared to be worn away from their secured  area of the bottom of the couch. Also noted were some areas which appeared only secured by "wing nut" type bolts, and a large piece of plastic which had broken off somewhere inside (I have pictures).I tried contacting the store manager ****** ******* who only worked Thurs-Friday with no success.  Calling the store number for "repair issues" was also was not successful. Finally repair was done for the first breakage incident. In the summer of June/July 2024 we also began having the current problems on both ends of the sectional modular power mechanism which prevented the electric mechanisms to work properly.  I was unable to deal or focus with this problem at this time as I was involved 24/7 in the care of my husband who was being treated and hospitalized for Cancer . He could not use either end of the couch to raise his legs and rest. The inability to use  our couch  was now compounded by the fact that we had to buy a recliner chair from another source so he could rest. I no longer have the support of my husband and now am being helped by my family to try and get these issues resolved.  Even though the store is claiming that I've had this furniture longer than what they want to take back and refund me, I feel that is an issue that is not fair to me. I feel I purchased this furniture in good faith that their product was a good product. In a home that was inhabited by 2 adults only this furniture was not abused in any way. Normal use should not have had led to this chaise to fail.   I am concerned that  the furniture will continue to  break after its "fixed". The "replacement" fix will be with the same poor quality modular chaise piece and internal pieces. This is a Lemon and  I, GOT A LEMON .What will happen when this "insurance to repair it" runs out and it continues to break again?  Since purchase, one side has already been repaired once and now both ends need replacement again.  This is 3 repairs needed total since 2022. This problem alone speaks for itself that because it is poorly constructed it  will continue to have problems. I am not in any position financially  to cover these costs once this ""Guardian Protection Plan " runs out. Their " paperwork work order " request sheet is confusing to fill out and asks too many questions for a customer to provide. A customer should not be expected to do this  extensive work order in order to receive help. This is not what I expected for a couch I paid $6,261.49 !  the only total resolution to this problem is that I want this couch to be returned to their  place of business  and a full refund given  to me.  It appears Lazy Boy is not what their TV ads and other advertisements say they are. I do not think I am the  only one with serious issues with their merchandise. It appears they are misleading the  public with  the way they run  commercials of their  product and present their product in the showrooms. I really feel I was mislead in this entire situation.  The sooner they take this couch away and give me my TOTAL REFUND the better. i would like them to send me a written response with the date they will pick this couch up and also my check for the total amount $6,261.49.  I DO NOT WANT TO WAIT FOR A FULL REFUND TO BE MAILED TO ME.   I will never purchase a Lazy Boy product again. Thank you for your attention to this matter.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/16/2025

  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.

  The chair has a tare in the fabric and this was not disclosed to me at time of sale, and the chair has possibly been a return from another persons home which was not disclosed, and I paid for delivery so if there ever was a problem the company would come to my house to make a repair at no extra fee. They now want $405 to come out and replace the fabric.

  Business Response

  Date: 01/28/2025

  The customer purchased a floor model clearance chair which they had seen on display at our Salem store. We delivered the same chair from that store. As part of the preparation process, the chair was inspected by our prep team to ensure it was in good condition before delivery.
  On 12/04/2024, the unit was delivered to the customers home. At the time of delivery, the customer signed to confirm that the item was received in good condition.
  On 12/16/2024, 12 days after receiving the chair, the customer contacted the store to report a cut on the footrest of the chair. The customer spoke with one of our sales consultants, who submitted a Service Ticket for further review. Following this, the customer was contacted by the team and asked to provide photos of the damage.
  Upon reviewing both the delivery photos taken at the time of delivery and the photos provided by the customer, it was determined that the damage was not present when the item was delivered.
  As the chair was a clearance unit, it was sold as-is, with the understanding that any post-purchase repairs would need to be covered by the customer. This was explained to the customer when the issue was initially reported and again by the store manager during a follow-up conversation on the same day. The repair cost for replacing the fabric on the footrest was quoted as $405.

• Initial Complaint

  Date:09/27/2024

  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.

  May 2, 2024 Delivery of 2 **** HR+ Power Recliners and 1ea Laurel ***** 1/2. For 4 months we've had bad allergy issues, including my husband had a rash breakout on his back, with itching, and a white tongue. I've had a sore throat, eye pain, and headaches from whatever chemical they treat their furniture with. We were told, since it was 4 months that they could do nothing. It took us that long to figure out it was the furniture that was making us sick. The furniture is now in the garage. They wanted to charge us to pick up the furniture and take it to their warehouse. The nerve!!! The LazBoy ********* address is: ************************************************************************** *************************** is the email of our sales ********* was nice.

  Business Response

  Date: 10/10/2024

  The products delivered to the customer were not treated with any chemicals from our location in Tualatin Oregon. The warranty purchased for the leather chairs, cannot have a protection spray put on them, there was not a purchase of protection for the fabric chair, it did not receive a spray as well. The product was delivered on May 2nd, and as of May 31, there was no mention of a reaction (please see attached), only the mention of our customer wanting to modify the product. We have also attached information from the manufacturer regarding chemicals used in the production of products manufactured by La-Z-Boy Inc. and the high standards that are set for all furniture manufacturers by law. Our customer has had a prior purchase from us and there is no mention of allergic reactions from that prior order. After 4 months of use it is not possible to re-sell this product. Our customer and our Design Consultant had been in correspondence, and it was our understanding she would be donating the furniture. 

  Customer Answer

  Date: 10/17/2024

  70503505DD7AF I tried to send a follow-up to the BBB email that I received but it wouldn't go thru, trying this route. ******* responded that they don't use harmful chemicals in building their furniture, which is exactly what I expected they would say. Still, my husband had a rash on his back from whatever they used, and we both felt ill. After a week or so of removing the furniture we felt better. It took us 4 months to figure out what was causing our issues. My purpose for contacting BBB is so that others can beware they too may have same issues. In searching complaints on ********, to which there are many, but not necessarily our same issues. The public needs to be aware of the many issues with this company. We have since purchased furniture from a different company that is aware of the issues with gases that can be released when purchasing furniture and are compliant with the US standards. thank you

• Initial Complaint

  Date:01/30/2024

  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.

  ******** promoted a product called Guardian Protection. This product is applied to furniture to protect the furniture from spills. At checkout, the sales associate demonstrated spilling red wine on a piece of furniture that had this product applied. They assured us that in the event a spill occurs and it is not protected and cannot be cleaned using household cleaners, they will have the furniture professionally cleaned. This is a lie. Over the 3.5 years we have owned our sofa and love seat, our dog has urinated on the couch 4 times. The stain will not come out with household cleaners. We contacted ******** who put us in touch with Guardian. Gaurdian will not clean either the couch or love seat. ******** is responsible for this. They back this company (Gaurdian) and their product, and through high pressure sales tactics, influence you to buy something that not only doesn't function the way it is described to, but comes from a company that fails to own up to the promises made by ********. In other words, ******** sells a warranty that is a complete scam.

  Business Response

  Date: 02/14/2024

  We have reviewed ************************** concerns in regard to the staining of his upholstery made by his family pet. The Guardian Protection does cover animal bodily fluids, however all claims must be reported within 30 days of an incident taking place. This is made very clear in the information provided by La-Z-Boy Furniture Galleries and Guardian at time of purchase. It cannot be expected that any stain (caused by the family's pet urination) be easily removed after 3.5 years of use. Therefore, we are unable to satisfy the customer's expectation of repairing the damage.

   

• Initial Complaint

  Date:11/02/2022

  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 furniture with ******** Furniture June of 2015. As of today my furniture looks like it is 15 years old. The material on my recliners is awful; it's shredding, smushing on arms and falling apart. The loveseat material is wearing and pilling......I called the ******** store where I purchased furniture and they told me there is no warranty on material only warranty on mechanics which by the way are not working properly either on my chairs. They said they could send out a service person for $175 but I am not paying for a service call. Other than that no offer to help just sorry, no offer to talk to anyone else and I had to ask for ************ #. I called and talked with ********* on 10/26 and explained how unhappy I was with this furniture. She explained everyone had gone home and someone would call me back, to date I have not heard back from anyone at ************. I want someone to come look at my furniture and repair.

  Customer Answer

  Date: 11/08/2022

  I was in contact with a customer service employee at ******** in ****** ******** and she did not show any interest and helping me matter fact she started yelling at me on the phone and I had to ask her please do not talk over me and please do not yell over me and as I was saying that she just got louder and louder and luckily for her her name was ****** and she ended up hanging up on me so that adds to our problem with lazy boys customer service now if I was her and if I was trained properly in customer service I wouldve put my customer on hold regroup myself or got a manager none of the above happened so hopefully somebody calls me because this problem I have with lazy boy is a continuing issue and it is not getting any better and I definitely am going to be posting to the service I got from ******** furniture and we will never buy again neither my family or anybody we know because this is poor customer service I can be reached at ************ and I would like someone to call me that has some authority that knows how to help customers and can give me a resolve to my issue that I have because right now ******** is definitely out of the picture for buying furniture ever again and by the way thats the only furniture Ive ever bought so its your loss if you dont fix this

  Customer Answer

  Date: 11/16/2022

  The name and address of business is Lazyboy Furniture Galleries **********************************************************************************   Telephone ************.  My complaint ID ********

  Business Response

  Date: 12/07/2022

  RE: *************************

  The information received for ***** is correct. We can make a service call, we do not offer this service for free. Until we see the furniture we can not make a determination of the repairs needed. Parts are under warranty, fabric is not under warranty after 7 years of use. 

  Comfort Care for ************ is in ****** **, we are a separate business entity in ******. We cannot speak to why ********* has not returned the phone message from October 26th.

  Our *************************** can make arrangements for repairs and is happy to do so, we will continue to follow our policy of charging for a service call for all of our customers.

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18349577
  
  I am rejecting this response because: this has to be the poorest customer service I have EVER had.  Employees are allowed to hang up on customers. How embarrassing for your company.  But if this is the response I get I will NEVER buy Lazboy furniture ever again.  I have always supported them why is it now basically Sorry, not sorry.  I wish when I didnt want to deal with difficult customers like myself, bc I am totally angered by your companys response to a very unhappy customer, Nice easy way out.  Make no effort but a stinking response that isnt worth the time or effort on anyone persons part.  How come Im having to do this followup?  Why is  La Z Boy not calling me to resolve.  I have sent pics of furniture but no mention of reviewing them.  Try to download pics I sent.  So I will be posting this response along other negative reviews for future customers to readI have gave my address my phone number so there should not be a problem with communication on my part ..  Why dont you provide the same service back????????????????
  
  Sincerely,
  
  *************************

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