Complaints

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:05/28/2025

  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.

  As you are aware, we are very unhappy with the ********** recliners. We purchased two at a total cost
  of $3,9200 on December 5, 2024. They were not delivered until February 26, 2025. From the beginning
  the chairs had issues and I called for warranty service. ***** from warranty came out and he did hear for
  himself the loud cracking sound when reclining and returning to up position. He had tried to tighten the
  bolts and screws under the chair and told me to wait a week and see if it helps. However, he still
  ordered an "undercarriage" to be replaced. It was replaced a few weeks later. The chair still makes the
  cracking noise. I was told to wait and see if the noise would work itself out. Well, it didn't. I also
  showed a few other manufacturing issues I will discuss here.
  

  The first chair on the right of the fireplace had the loud cracking sound as described above. This
  is a manufacturing issue.
  The first chair has a one-to-two-inch gap between the seat cushion and the chair arm on the
  right side. In that gap, you can see the fabric that is under the seat cushion. This is not on the
  other side of this seat cushion or the other chair's seat cushions. This is a manufacturing issue.
  The first chair has a section of fabric on the left arm that is pulled excessively tight. It causes a
  noticeable crease in the fabric. This is a manufacturing issue.
  

  The second chair does not have enough stuffing in the right top arm. It causes an obvious
  flattened area. This is a manufacturing issue.
  The second chair has loose fabric on the right of the seat and it constantly ripples. This is a
  manufacturing issue.
  

  What we were not told: The control buttons for up and down have an excessive short cord.
  One cannot have the buttons nearby to use. The control is at the end of a coiled electric cord
  which is tucked at the left back corner where the chair seat, chair back, and chair arm all meet.
  It constantly gets lost in the crevices of the seat and arm. One has to be a contortionist to get
  your hand to it. I asked if it can be moved, but ***** the warranty repairman said it had to be
  there because it would get caught in the mechanism of the chair. Now we are both in our 70's
  and both with health issues. My husband has ******************** and severe osteoporosis; he
  is also legally blind. He has a very hard time moving in a twisting fashion to reach behind him
  and feel for the reclining control. Forget about looking for it. His ******************** is
  aggravated by his feet hanging over the raised leg portion
  

  What we were not told: The leg part only goes up to a full position when the chair back is fully
  reclined. In other words, one cannot have the back straight and the feet section up. My health
  issue is a history of DVT, vein surgery on both legs, and now edema. I also have severe
  osteoarthritis and have issues requiring both knees to be replaces. I specifically wanted a
  recliner to raise the legs and keep the back straight. I never thought I would have to ask this
  when purchasing. One assumes the back would operate separately.
  

  What we were not told: The chair does not stop rocking when semi-reclined. This is a design
  flaw. Granted it is a rocker but one would think it stops rocking when reclining
  I want these chairs replaced. Just give me the old-time manual lever model of the Best Beast Gigantor. 1
  do not want to deal with the other issues that harm our health. We will discuss the difference in price at
  a later time, I do think there will be some refund due to being different mechanics.
  

  I have left messages at the store and on your cell phone several times I wanted to discuss these matters,
  but now I am writing them done.
  

  Enclosed are copies of the warranty tags, order receipt, and warranty registration. I see nowhere on
  these papers that I cannot return these chairs. Please contact me so we can start replacement.

  Business Response

  Date: 06/11/2025

  We are sorry our customer is having an issue with their recliner. This is our first complaint letter I have received in over 30 years in business. We apologized to customer and was surprised to receive this letter since we have talked to customer to resolve the original complaint that her recliner was making noise. However what our customer failed to tell you is all the calls leading up to her first complaint call about recliner making noise which was 3 to 4 weeks after her original call. Her initial call was to me in which she wanted to return her special order recliners which she purchased because they werent tall enough. I explained we dont return special order furniture and had given her sizes on website because we dont carry this item in showroom. I had helped her and her husband in our store several times and she called to order these recliners over the phone that she saw on the manufacturers website. The second call a week later she called and told me she received the wrong recliners. I had her call me with numbers off of her chairs to make sure she received the correct recliners. All the numbers matched that she had given me to order and that were on her sales receipt. She understood the recliners were exactly what she ordered and we delivered free and even removed her old recliners at no charge. The third call was received a week or two later that her recliner was making a noise. We sent our service tech out and he said he could hear a noise and suggested changing the metal mechanism out because he couldnt find any place that could be making noise. A few weeks went by and I received a call that the recliner was making a noise again and I explained we were sorry and will have service tech come out again to inspect and see what we can do to fix noise in recliner. During this call my customer and her husband began yelling over phone that they dont want the recliners and I explained again that the manufacturer doesnt allow us to return chairs they have us fix any issues within warranty which we explained and apologized. We are currently trying to solve their complaint and have been courteous and answered or returned their calls. We also ordered an extra long cord to see if this will help husband reach control wand and have serviced at no charge to customer. We are currently working to make customer happy with the one recliner that is making noise. Thanks ***** Lazor 

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Yes, I called Lazor's questioning, and only questioning if we received the correct chairs.  Over more than a decade, I've owned SIX Best Gigantor Recliners in the manual form.  These new ones are power recliners.  I questioned if they were the correct chairs as there were differences from our previously owned chairs.  Not just the mechanism of reclining, but they seem different in size and quality. Each time I called questioning if they were the correct chairs or not, I only was questioning.  That's it, just questioning.  
  Chairs were delivered in February 2025.  Dates I called about the noise and fabric/stuffing and other questions are 2/18, 2/21,  2/24, again 2/24, 3/8, 4/24.  Currently I am waiting for a repairman to replace the short cords and listen to the grinding and cracking noise. 
  
  But, we always had the grinding and cracking noise with the one chair from the beginning.  The first call was to report the noise.  Repairman came out and tightened bolts or something under the chair..  I was told to give it a week or so, to see if the noise is still there. It was.  I called again to let them know it is still noisy.  They ordered a new metal mechanism to be replaced.  That took about 3 weeks to come in.  Repairman replaced it and it was still making noise.  I was told to give it a week or so to see if the noise stops.  It didn't.  I am waiting for the repairman to come next week.  I attached the video/audio  recording so you may hear the noise. 
  
  At this time, I do not think the noise could be repaired.  I do believe this recliner was either dropped or somehow damaged in shipment. I think it twisted the frame in transit.  If looking at the chair straight on, it appears to be leaning to the left. 
  
  Yes, I raised my voice to *****, but my husband did not.  He is not trying to solve this issue in a timely manner nor take the time to see the chairs himself. It is frustrating not to be taken seriously about concerns I stated om my attached letter. I had no choice but to formally complain and involve outside consumer groups.  I was only told by *****,  we are trying to solve your problem, I am trying to help you, and we do not take returns. Yet, I have nothing in writing about no returns. And....the problems still exist. 
  
  I only wanted quality chairs as promised by Best Home Furnishings.  What I want now is either a replacement for the noisy chair that is defective or just refund me and take it back.  As for the second chair, I am willing to have someone look at the fabric and stuffing.  I was told the repairman does not handle that, but an upholsterer does. But none has contacted me to see the chair.   
  
  I purchased these December ****** and delivered in February 2025 and now it is June 2025.  Four months of problems with these chairs.  Time is flying by. 
  
  Regards,
  
  ****** ****
  

  Business Response

  Date: 06/18/2025

  We are sorry our customer is still having trouble with recliner. we are currently trying to solve problem with her recliner.  Best Home Furnishings will not take returns on recliners they will provide parts needed for recliner. They advise us to fix recliners that we are paying for not the manufacturer. We are a small family store trying to satisfy our customers complaint.  The new complaint on other recliner is first we are hearing of so we will have our service tech check into this new complaint. We are actively working on original complaint to solve issue with recliner. We are trying our best to satisfy customer. This is new to us having a customer complain to the ********************. *** never had to go through this process in over 30 years in business. We are trying our best to solve all of Mrs ***** complaints.

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ***** the repairman was here yesterday to see the recliner.  He had a coiled cord with up and down buttons to replace the ones too short.  However, the cords he brought were the same size.  Thus not replaced.  

  ***** saw how the chair leans to the left .  My husband, *****, and myself all agreed the chair is not sitting straight/or even.  Again, I feel it was damaged in transit.  ***** is ordering another part to replace in order to correct this.  

  It is beyond my understanding why the manufacturer is not standing behind their product.  There are times a product it beyond repair and should be replaced.  

  Best is placing responsibility on Lazor, which I do not understand why.  Best designed and built this chair, they should be reponsible.  

   Regards,

  
  ****** ****