ComplaintsforLA-Z Boy Furniture Galleries

• Initial Complaint

  17/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issue is the piping on my chair has frayed and ripped. I am told that piping is decorative and is not covered under the warranty. I purchased warranty coverage for my furniture. Before agreeing to the purchase, I asked several detailed questions and repeated them to ensure I understood the coverage. I was told that everything top to bottom is covered.I then ordered and paid for my product and was then given the warranty pamphlet inside with my receipt after. The paperwork does not detail that piping is decorative and not covered. It details other items that are not covered so this is left to interpretation.I want my $500 refunded so that I can purchase a new cover for my chair since they will not repair under the warranty I paid for.The sales person outright lied about coverage. This is considered fraud to make false or misleading statements about a product or service. This includes misrepresenting the condition of a warranty. I have tried resolution with the company to no avail.

  

  Business response

  18/06/2024

  Hello. We are sorry if there was any miscommunication about the warranty coverage. This is why we provide the brochure that explains coverages and exclusions at the point of sale. The brochure does clearly state that any materials not listed as 'covered' are excluded from the plan. Piping would be an example of such materials. While this particular issue is not covered by the warranty, the 7 year protection plan still has 4 years remaining and this amount cannot be refunded. We are sorry if there was a miscommunication 3 years ago when this was discussed but all warranties have limitations which is why the brochure is given to ensure full transparency as to what is not covered. 

   

  We are unable to refund the protection plan cost but the plan will continue for the duration and any further issues can be assessed accordingly by the protection plan company. 

   

  Thank you. 

  Customer response

  18/06/2024

   
  Complaint: 21859607
  
  I am rejecting this response because:

  you cannot stand behind sales people employed by your company that outright lie.  If someone hands you a pamphlet and then tells you something slightly different, as a customer what should we do?  Who is there to support your customer when your employee outright lies.

  This is considered fraud to make false or misleading statements about a product or service. This includes misrepresenting the condition of a warranty. 
  
  Sincerely,
  
  ************************

  

  Business response

  19/06/2024

  Hello. I am very sorry you feel this way however we have no way of knowing exactly what was discussed so many years ago. We very much trust our employees to relay the information in the correct manner and have no reason to believe this discussion was any different than the many other discussions they have had about what is covered and what is not. This is why a pamphlet is given to remove any ambiguity. I am sorry you feel that you were lied to but miscommunications can happen even when being completely forthright.

   

  We are unable to provide a refund for the plan as you still have the full coverage of the plan based on the pamphlet received. 

  Customer response

  19/06/2024

   
  Complaint: 21859607
  
  I am rejecting this response because:
  I asked several times for clarification on what is covered and what is not.  I was told that everything is covered.

  The warranty pamphlet is very ambiguous.  All material is covered for fraying, however, you are stating that the material piping is not covered. The document does not state anywhere that piping is considered decoration and not considered the material even though everything is made of the same material. This leaves everything open to interpretation and did not discount what your sales person was verbally telling me. If some part of the material is not covered then this should have been stated. You are hiding behind ambiguous terminology on the warranty pamphlet that could be construed either way. Your company and employee lied to me and this is fraudulent activity.

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

• Initial Complaint

  20/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sales Bill ****** Customer ***** My family has been a customer for over ten years.We purchased a recliner on 04/14/2024 at your Queensway store. Your employee emphasized the scotch guard service and assured us that there would be no smell because it was a natural scotch guarding process. Your employee was horribly wrong and my entire family has experienced allergic reactions to your scotch guard smell. Upon complaining to the store, the clerk treated me with substandard customer care. We want a chair that does not smell or a significant cash rebate (not store credit) due to the stress and aggravation caused by the chair and employee.

  

  Business response

  25/04/2024

  Hello. We are sorry for any inconvenience caused. We were glad to hear arrangements have been made to receive a gift card and you have agreed to keep the chair. Sorry again for any issues experienced but we are glad this was ultimately worked out with the service team. 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ****** remote recliner with 7 year extended warranty May 2023. It arrived with a damaged back which was replaced (I have the old one in my basement). After 4 months with poor leather quality and leather colour damage on the seat after much debate and emails to customer care and manufacturer the back was again replaced as well as a new seat (I also have these in boxes in my basement). Not to mention the remote control system broke and was replaced. The company kept saying it was my lack of care. However the chair was 4-5 months old? Apparently chairs should last up to 10 years. I thought Lazy Boy had quality but now find their products substandard. Now the feature chair for my living room continues to be an eyesore. The leather is so discoloured on the body and arms which has nothing to do with body oils, improper care its plain poor quality leather. I ordered high grade leather to get the teal colour and paid more for it. Yes the company has replaced the back twice, the remote electronics and the seat but the body is terrible as you can see in the pictures. They should have just replaced the chair or allowed a return. At this point the chair is 9 months old with 7 years of extended warranty that wont start for a few more months. The most I can hope for I guess is replacing the base and arms or take this chair and all the pieces left here and send me a new chair.

  

  Business response

  06/02/2024

  Hello. I am sorry you are unhappy with the quality of the leather. This specific leather is a very natural product so it will develop a patina over time. Most high end leathers have less of an embossment process which allows them to age naturally. The product is still very durable and will last a long time when cared for correctly. However use, sunlight, dryness can all have an effect on how the leather ages. This is not at all a defect and is a natural part of high end leather. While some new parts were installed in your chair. the contrast between brand new and old may have some variance however this will even out as the leather ages and develops the patina. La-Z-Boy will continue to service any warrantied claims based on the manufacturer warranty but the ageing process of the leather is not a defect and cannot be serviced. 

  Customer response

  06/02/2024

   
  Complaint: 21248637
  
  I am rejecting this response because:
  I have spoken with Lazy Boy customer care representative ********* and the company is willing to help me with this issue so I would like to work with ********* at Lazy Boy so I believe I do not require assistance from Better Business at this time.  ********* said they can move forward once they hear that Im satisfied that Lazy Boy is willing to help me.
  Sincerely,
  
  *********************

  Customer response

  07/02/2024

  I have spoken with Lazy Boy customer care representative ********* and the company is willing to help me with this issue so I would like to work with ********* at Lazy Boy so I believe I do not require assistance from Better Business at this time.  ********* said they can move forward once they hear that Im satisfied that Lazy Boy is willing to help me.
  Sincerely,
  
  *********************

• Initial Complaint

  20/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The order date was April 23 2023 We paid $6565.27 for a custom-made leather sofa and it was said to the sales rep at the time we chose this piece specifically for my chronic back pain. We chose to return to ******** as wed bought a leather sofa previously from them. ******** assure their customers quality, comfort and value. The piece arrived 7 months after ordering but on further inspection the quality of the workmanship was extremely poor.We fully understand it is handcrafted and that leather is more difficult to work with. There are deep wrinkles on one of the front facing cushions from poor sewing and its extremely noticeable as its only on one side. The areas under the leg rest clearly show to others when reclined as they are raw leather and stand out - my side is always reclined due to comfortable positioning for my back. The side panels are not attached at the top and have staples showing. There are nine panels at the back and one has clear rippling that looks more like fault as the seam in that area has clearly been stretched. There is more padding in one of the arms than the other. There is no equal symmetry to any parts of the sofa and its very noticeable as its free standing in our open plan. I understand leather is more difficult to work with and will vary piece to piece but this is simply poorly made. The *** ampage is actually less than an iPhone charger and dont even charge an iPad. Our ***s have never worked. Ive been back and forth with a customer service rep but they are unable to guarantee the next piece will be any better. Ive been told that my complaints are within manufacturing standards but they are willing to offer me a replacement. Surely if it was within those standards they wouldnt be offering a new one! No one has even been out to see it and are only going on the photos Ive sent. Id rather have a full refund than risk having a replacement thats equally poorly made or worse.

  

  Business response

  23/02/2024

  Hello. We are sorry you are unhappy with the product as it arrived. There will be tailoring variances on all units and leather can look different than fabric. A full reselection credit has been offered for these units and you may choose any style, fabric, or leather that you would like. Ordering the same unit in the same leather may resolve some of your concerns however we cannot be 100% confident all of your concerns will be resolved. It is for this reason we recommend a different style to avoid any potential issues in the future. 

  Customer response

  23/02/2024

   
  Complaint: 21173415
  
  I am rejecting this response because:
  As I have already stated to the LaZBoy sales **** ******** service rep and in my ******************** complaint the only reason I bought this particular couch was because the positioning of the footrest for my chronic back pain so choosing an alternative model is out of the question.  We all know leather is much more durable and that is why we chose to pay a significant amount of money more for this option.  I totally understand that leather is a little more difficult to work but there are far more issues than poor leather work - visible staples, raw leather, a less than adequate USB supply Its not like my pictures dont point out evident flaws and poor quality.  At every opportunity I will do my utmost to warn others considering purchasing from ******** ****************** groups have already been a great place to let people know my experiences. 
  Sincerely,
  
  ***********************

  

  Business response

  01/03/2024

  Hello. I am sorry you are unhappy with the quality. The *** charger runs at 1.3 Amps but some larger devices may require more output. Some of your concerns could potentially be altered. For example the staples in the pictures provided. However the remaining pictures are normal construction and a new sofa would be produced the same. Underneath the unit where the mechanism operates is not finished the same as the rest of the sofa and will therefor have more loose leather or exposed variances. 

  We can offer a full reselection for the price that you paid as well as free deliveries required but that is all we can provide in this case. 

  Customer response

  04/03/2024

   
  Complaint: 21173415
  
  I am rejecting this response because:
  It is disappointing to know that LaZBoy chooses to use the minimal power for the *** on their products, it isnt even capable of charging a tablet!  
  I wouldve thought a high-end store would strive for excellence in their products but are happy with industry standards, the same standards that Leons, the Brick use.   When reclined (which my side always is due to my disability) guests are able to see the raw leather finish so its not actually on the underside of the sofa.   I will be requiring a power-lift recliner in the near future but after this experience will look elsewhere as LaZBoy dont guarantee quality, just industry standard furniture for twice the price. 
  Sincerely,
  
  ***********************

• Initial Complaint

  18/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought 2 ************************ sales #******, Jan 21/22. May 7/22 reported issue. Technician tried to rectify 3 times. Foam was replaced in both recliners in Aug 22 but problem reoccurred, worse, with 1 defective chair. Technician found an issue with the fabric & said the problem would occur again within 1 ********* did. Since the chair cant be repaired, would like to return both chairs for a refund.When sitting on the chair that has the manufacturing defect, one can feel the wood frame & the protruding metal frame due to the large gap/hole. Not only did it cause back pain, but it also forced me to seek chiropractic care! The defect in the 1 recliner has caused a medical issue that never existed, and my chiropractor concurs. My husband too experiences back pain when seated on defective chair rendering it unusable. We both do not experience any pain on the other recliner.Will, Lazy Boy, offered an upsell solution in June 2023 to a superior tempur foam with only a 30-day warranty yet told that foam takes at least 4-5 months of regular use to break in. He stated that the tempur foam is incredibly resistant to compression for a person less than 100 pounds? He wants to avoid the defects in the chair with no guarantee of resolution at our cost.Will states that the issue with our 1 defective chair is normal behaviour of the product and that to maintain comfort and appearance is reliant on regulating the unit which was never disclosed to us pre purchase. Will is dismissing the facts that 1) it is not a foam issue as the foam was replaced, 2) there is some type of problem with the fabric determined by the technician who said it would reoccur within 1 year, 3) there is some type of manufacturing defect resulting in the exposed wood and protruding metal which hurts one back and 4) the issue is only with 1 of the 2 recliners. He dismisses our defective chair and insists that the facts above are due to normal compression and wont resolve the issue.

  

  Business response

  25/09/2023

  Hello. The issue reported was with foam compression. As a courtesy, a new seat was installed in both units on August 10th 2022. The same concern was relayed to our service department again in June 2023. 9 months after the technician visit. This has now happened twice on two independently created seats and is standard foam compression according to ************** that did the initial assessment. The 1 year warranty covering labour expired in March 2023 and any further service would be at a charge. Back pain is not an issue that can be serviced as the foam was replaced as a courtesy and you are now outside of the 1 year warranty. There are no issues with the fabric as the fabric is identical on both pieces whereas seating habits can alter the foam based on use. The reason the technician was able to predict this happening again is because this is normal compression for our product and any new foam would behave the same. We are unable to service this any further than we already have. 

  Customer response

  29/09/2023

   
  Complaint: 20612416
  
  We are rejecting this response because the initial issue reported a few months after purchase has not been rectified.   It is not a foam issue as the foam was replaced and the issue is still present.   The technician said that the problem would occur again within one year and it did, therefore, fully supporting the fact that the initial problem was not resolved.  Only one of our two recliners is defective and is not identical or behave in the same manner as our other recliner or the store model.  Will is dismissing the facts and basing his decision on assumptions without seeing the chair.  Please see the full explanation attached.
  
  Sincerely,
  
  ***************************

  

  Business response

  05/10/2023

  Hello. The issue reported within the one year warranty was deemed normal compression by ************** when visiting the home originally. In an effort to make certain this was normal compression, the foam was replaced in both recliners as a courtesy. Technician confirmed the job was done and the problem was rectified and there was no reporting of any issues until 10 months later.

  On June 6th 2023, 10 months after the foam was replaced, the customer emailed saying "we are asking that Lazy Boy please provide us with a permanent and long term solution on the foam cushion/s so that we can use and enjoy our product for years to come." This request for new foam cushions was denied as the replacement foam behaved in the exact same way as the original foam that was installed confirming that this was normal break in of the foam as the technician reported originally. Warranty for the foam had also expired at this point.

  I am sorry you are unhappy with the foam in the current unit but the foam behaving twice in the same way confirms that this was normal break-in and no further service can be provided on this issue without a charge. If this is not a foam issue as stated, it was not reported within the one year manufacturer warranty time frame and any labour would be at a charge. As the original reported issue as well as the reiteration on the June 6th email was an issue with the foam and a request for replacement foam.  

   

   

   

   

  Customer response

  07/10/2023

   
  Complaint: 20612416
  
  I am rejecting this response because we are in possession of a defective chair which we never purchased, is unsafe and unusable. We reported the issue two months after purchase and our defective chair was identified as having a recurring issue by the technician. We are now told that we are out of warranty even though we have extended warranty on a known recurring issue.

  We are getting nowhere here because Will in customer service is using "normal compression" foam as an excuse to argue that the warranty has expired. **** refused to see the two chairs to witness that both chairs are not identical and that our old recliners over 20 years used by the same person do not have any gaps or cause pain. Will is basing his decision on pure assumptions. **** does not acknowledge that the technician told us that the problem would reoccur with the year as there was a problem with the fabric, which came to fruition. Contrary to ***** statement and for the record, the technician never once acknowledged that it was normal compression or normal brake-in because that was not the problem in any of his three visits to try and resolve the issue. **** also argued that we needed to regulate our chairs to maintain comfort. Why was this pertinent detail never disclosed to us? Will also tried to upsell us to a superior tempur foam with only a 30-day guarantee, fully knowing that any break-in period is a good 4 to 5 months. ***** upsell solution was pointless as we are in possession of a defective chair with a known problem that the technician was unable to repair and fully acknowledged that the problem would occur again. Our other chair is fine and extremely comfortable. Therefore, it is pointless to deal with Will any further as he is avoiding the facts and dismissing the original issue which the technician identified a few months after purchase and was unable to resolve. Knowing that an issue will reoccur, is not resolving the original problem.
  

  Consequently, we are asking for the courtesy of Lazy *************** to help us with a reasonable resolution. Afterall,Lazy Boy advertises that their recliners are built to last and not anywhere in their website or advertising does it state that a recliners normal compressionwill cause a large gap in chair within 2 months of delivery and/or expose the metal and wood in the back of a chair causing back pain; and that the issue will reoccur in less than one year due to normal brake-in. Nowhere does Lazy state that their chairs need to be regulated and/or how often to maintain comfort. No where does Lazy Boy state that their chairs will only provide comfort for a few month months as they are not built to last past one year. Therefore,we are requesting confirmation from Lazy *************** and manufacturing department, and not from Will in customer service, that it is normal behaviour for only one of two chairs to have a large gap with exposed and protruding wood and metal because of normal compression two months after delivery and confirm that this is normal brake-in. 
  

  We would like to see tests and a statement from Lazy ***************, and not from Will in customer service, showing and explaining how a 100-pound person would cause a supposedly high-quality foam to compress to the point of exposing wood and metal within two months of purchase and deeming it normal compression and normal brake-in.

  We would like an explanation as to how that same person weighing 100-pounds sitting on the other non-defective chair,shortly after seeking medical care in early January 2023 (where the chiropractor confirmed that the defective chair is the cause of the back pain);is not exhibiting the same identical normal compression as the defective chair.  If the issue was due to normal compression of the foam and normal brake-in, then both chairs would be behaving identically and that is not the case. The second chair does not have a manufacturing defect with a gap and where the wood or metal on the back of the chair is exposed and/or causes back pain.
  

  Lazy Boys statement that the foam is behaving twice in the same way confirms that this was normal break-indoes not explain why it is only happening in only the one defective chair which has not been used in months and not happening in the other chair which is not in question. The same person using both chairs for at the very least the same amount of time, yet only ONE chair has defective and unsafe qualities.
  

  The issue reported two months after receiving the recliner has not been resolved as only ONE of the chairs purchased has some type of manufacturing defect. It is not a normal compressionor normal brake- in issue as the foam was replaced in both chairs and only ONE of the two chairs has exposed and protruding wood and metal that hurts and will hurt anyone using the recliner.
  

  Why were we not told at the time of sale that the recliners only have a one-year warranty on foam, only have a one-year manufacturing warranty on a recurring issue, even though we have extended warranty, that our chairs must be regulated to maintain comfort and that our extended warranty does not cover recurring issues on a the defective chair that was delivered to us? Now we are stuck with one defective chair that we did not purchase, has a large gaping hole where a childs foot and leg can easily fit through causing potential harm to the child, causes back pain, is unsafe, and Lazy *************** and Lazy Boy Manufacturing considers this normal?  

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

  Customer response

  12/10/2023

  Complaint: 20612416
  
  I am rejecting this response because we are in possession of a defective chair which we never purchased, is unsafe and unusable. We reported the issue two months after purchase and our defective chair was identified as having a recurring issue by the technician. We are now told that we are out of warranty even though we have extended warranty on a known recurring issue.
  
  We are getting nowhere here because Will in customer service is using "normal compression" foam as an excuse to argue that the warranty has expired. **** refused to see the two chairs to witness that both chairs are not identical and that our old recliners over 20 years used by the same person do not have any gaps or cause pain. Will is basing his decision on pure assumptions. **** does not acknowledge that the technician told us that the problem would reoccur with the year as there was a problem with the fabric, which came to fruition. Contrary to ***** statement and for the record, the technician never once acknowledged that it was normal compression or normal brake-in because that was not the problem in any of his three visits to try and resolve the issue. **** also argued that we needed to regulate our chairs to maintain comfort. Why was this pertinent detail never disclosed to us? Will also tried to upsell us to a superior tempur foam with only a 30-day guarantee, fully knowing that any break-in period is a good 4 to 5 months. ***** upsell solution was pointless as we are in possession of a defective chair with a known problem that the technician was unable to repair and fully acknowledged that the problem would occur again. Our other chair is fine and extremely comfortable. Therefore, it is pointless to deal with Will any further as he is avoiding the facts and dismissing the original issue which the technician identified a few months after purchase and was unable to resolve. Knowing that an issue will reoccur, is not resolving the original problem.
  
  Consequently, we are asking for the courtesy of Lazy *************** to help us with a reasonable resolution. Afterall, Lazy Boy advertises that their recliners are built to last and not anywhere in their website or advertising does it state that a recliners normal compression will cause a large gap in chair within 2 months of delivery and/or expose the metal and wood in the back of a chair causing back pain; and that the issue will reoccur in less than one year due to normal brake-in. Nowhere does Lazy state that their chairs need to be regulated and/or how often to maintain comfort. No where does Lazy Boy state that their chairs will only provide comfort for a few month months as they are not built to last past one year. Therefore, we are requesting confirmation from Lazy *************** and manufacturing department, and not from Will in customer service, that it is normal behaviour for only one of two chairs to have a large gap with exposed and protruding wood and metal because of normal compression two months after delivery and confirm that this is normal brake-in. 
  
  We would like to see tests and a statement from Lazy ***************, and not from Will in customer service, showing and explaining how a 100-pound person would cause a supposedly high-quality foam to compress to the point of exposing wood and metal within two months of purchase and deeming it normal compression and normal brake-in.
  
  We would like an explanation as to how that same person weighing 100-pounds sitting on the other non-defective chair, shortly after seeking medical care in early January 2023 (where the chiropractor confirmed that the defective chair is the cause of the back pain); is not exhibiting the same identical normal compression as the defective chair.  If the issue was due to normal compression of the foam and normal brake-in, then both chairs would be behaving identically and that is not the case. The second chair does not have a manufacturing defect with a gap and where the wood or metal on the back of the chair is exposed and/or causes back pain.
  
  Lazy Boys statement that the foam is behaving twice in the same way confirms that this was normal break-in does not explain why it is only happening in only the one defective chair which has not been used in months and not happening in the other chair which is not in question. The same person using both chairs for at the very least the same amount of time, yet only ONE chair has defective and unsafe qualities.
  
  The issue reported two months after receiving the recliner has not been resolved as only ONE of the chairs purchased has some type of manufacturing defect. It is not a normal compression or normal brake- in issue as the foam was replaced in both chairs and only ONE of the two chairs has exposed and protruding wood and metal that hurts and will hurt anyone using the recliner.
  
  Why were we not told at the time of sale that the recliners only have a one-year warranty on foam, only have a one-year manufacturing warranty on a recurring issue, even though we have extended warranty, that our chairs must be regulated to maintain comfort and that our extended warranty does not cover recurring issues on a the defective chair that was delivered to us? Now we are stuck with one defective chair that we did not purchase, has a large gaping hole where a childs foot and leg can easily fit through causing potential harm to the child, causes back pain, is unsafe, and Lazy *************** and Lazy Boy Manufacturing considers this normal?  
  
  
  Sincerely,
  
  ***************************

  

  Business response

  18/10/2023

  Hello. This decision was based on the protection plan company sending out a technician to evaluate the chair. They confirmed that the frame and springs which are covered under the protection plan are intact as they should be. The only issue was foam compression. This was determined by the technician in June of 2023. 
  

  A technician confirmed the concern was with foam originally in May 2022. As a courtesy this foam was replaced. 
  

  A technician returned in June 2023 sent by our protection plan company and determined again the issue was with foam for a second time. We are unable to replace the foam a second time as this was done as a courtesy just to make sure there were no issues with the original foam supplied. This is the same foam ******** puts in all of their recliners and is proven to be very resistant to compression. I am sorry you are unhappy with the break in of the foam on your recliner but multiple technician visits have confirmed your concerns are with the foam as the springs and frame were confirmed to be intact. ******** cannot replace your foam again however we would be willing to provide the part if you would like to have it installed at your own cost. 

  If you would like to proceed with this, you would need to contact ********************* As this is an out of warranty repair, we would not be able to assist further on this issue afterwards but we are able to supply a part for you. 

  Customer response

  21/10/2023

   
  Complaint: 20612416
  
  To clarify, Lazy Boy will be providing both the bottom and back cushions at no charge, and we are to install both cushions provided at our cost.   Please confirm.

  Also, please provide us with an approximate estimate of the service cost to replace both the bottom and back cushions.  

  Please understand that this is not a matter of being unhappy but a matter of having a safe, comfortable and functioning chair.

  Thank you,
  
  ***************************

  Customer response

  23/10/2023

  
   
  Complaint: 20612416
  
  To clarify, Lazy Boy will be providing both the bottom and back cushions at no charge, and we are to install both cushions provided at our cost.   Please confirm.
  
  Also, please provide us with an approximate estimate of the service cost to replace both the bottom and back cushions.  
  
  Please understand that this is not a matter of being unhappy but a matter of having a safe, comfortable and functioning chair.
  
  Thank you,
  
  ***************************

  
  
  

  

  Business response

  30/10/2023

  Hello. The seat cushion as well as a bag of the blown fibre that goes into the back could be ordered and shipped directly to your home. Approximate cost of this service would be $150-$200 depending on the technician and distance to your home. Repairs would have to be arranged by yourself and ******** would not be responsible for the job or outcome. 

   

   

  Customer response

  30/10/2023

   
  Complaint: 20612416
  
  Hello,

  Both the seat and the back cushions were replaced and both cushions were made of two separate, solid pieces of foam.   We did not witness a bag of blown fibre at any time, as we were present when the repair was being done.   Therefore, as per your previous correspondence, we would be happy to pick up both the seat and back cushions at the ****** store at no charge to us.   However, we will arrange for our own technician to replace both the seat and back cushions.   We choose not to have **************** the chair ,since the company is not assuming any responsibility, even if the job is faulty.  Please advise when both the seat and back cushions can be picked up.  Once we pick up the correct foam cushions and confirm that we have the correct parts, we will then consider the matter closed and inform BBB.

  Thank you,
  ***************************

  Customer response

  31/10/2023

  Hello,

  Why has this complaint been closed when ******** has agreed on October 18th correspondence that they would "provide the part if you would like to have it installed at your own cost"?   To clarify there are two separate foam cushions that need to be replaced.  We witnessed the repair and there is was no bag of blown fibre that was replaced at any time. Therefore, ******** would need to provide us both the bottom and back side foam cushions that are the same parts as both cushions currently in the chair.  

  Also Laz-Boy wants to charge us between $150 to $200 when we clearly indicated that we do not want to hire a La-Z-boy technician and will use our own technician,  ******** refuses to assume any responsibility for their service repair even if it is faulty, therefore, we are refusing to use their technicians and/or repair services.   We do not want both the bottom and back cushions shipped to our home at a charge of $150 to $200..   We would like to pick up the parts (both the bottom and back foam cushions) at the ****** store and the parts to be at no cost to us.

  We are very disappointed once again with ******** for closing this case because the issue has not been resolved.   The case will be resolved once we are in possession of the correct parts which consist of both a bottom and back foam cushion and will not accept an inferior bag of fibre as a substitute.  Please let us know when the correct parts consisting of one bottom cushion and one back cushion will be available for pick up.

  Thank you,

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

• Initial Complaint

  26/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 17/2022, my wife and I went yo London Lazyboy to buy a recliner for me as a Christhas gift. We found a unit we liked in the store. We were given a 6 - 8 week timeliness. Fully 16 weeks later I answered the phone and was told the chair was in. I drove the 100 km to the store, picked up the unit and returned home. The chair was 2 pieces, wrapped in plastic. The chair back would not soude onto the provided bracket despite several attempts. I phoned the store and was assured a repair tech would get the job done. He came a few days later, tried to get the back in place to no avail. He told me it needed a new arm. I showed him a rip in the fabric of the same arm and he took pictures to send to the service center. At this point, the chair is not usable, so I called to get a refund since the chair was clearly never quality checked and I feared for what may be to come. The salesperson and the manager both were unhelpful and even less sympathetic. The repair tech saw immediately that the bracket for the chair back was badly bent in agreement with my assertion that the back gad never geen set on the chair at any time. The pictures I took are on my phone and not available.

  

  Business response

  02/05/2023

  We have ordered a brand new chair for this customer and agreed to deliver it free of charge. 

  Customer response

  02/05/2023

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

  In addition to the response was a proviso for the timing of the delivery. The promise was the same as the first attempt, which was 6 - 8 weeks which became 16 weeks. A promise of a full refund if delivery was not in the 6 - 8 week  time frame. Once all the promised parts of the customer care representatives proposal are fulfilled, I will grudgingly accept the businesses' response as complete and acceptable despite the treatment we were met with when we notified the store of our problem in the first place.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  15/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a reclining sofa, April 10th 2022, paid $7022.35. Sofa was delivered about four months later. After a few days my wife and I noticed that it did not feel the same as the one we tested in the store, we started getting back and hip pain from sitting in it for a only a short time. We went back to La-Z-Boy and sat on the sofa in the store again and this confirmed that our sofa was not right. We made a complaint and La-Z-Boy contracted out the repair to a local furniture repair technician who said the sofa had bad foam. The tech orders new foam for the seating and installed it. This did nothing and the sofa still feels the same. We are very disappointed, we spent an exorbitant amount of money on this sofa and we feel we were ripped off because the sofa we got feels nothing like the one in the store, and we can’t even sit in it to watch a movie without experiencing pain in our backs and hips.

  

  Business response

  21/11/2022

  Hello. Our reclining units are all designed with resilient foam. They undergo a break in process in the first 90 days depending on several factors such as weight and how the product is used. Cushions are expected to compress 10-15% in the first 3 months and this is normal. The foam in your unit has never been sat in and has therefore not undergone the break-in period that floor models have gone through. While the unit may have been slowly breaking in over time, we just added new foam to the unit which will restart the breaking period. Your initial concern was about the seat being caved in in the back so new seat foams were ordered to ensure that the foam meets quality standards. If this issue has remained, it is built as designed and the only difference between your unit and the power sofa on the sales floor is the break in period. 

  Were we to deliver foam that feels as though it is broken in already, when that compression happens, the sofa may be too soft. That is why units are delivered feeling more firm than a floor model so that after the break-in period, they feel exactly the same and you are happy with the foam for years to come. 

  I would advise using the units as you normally would for a few months and once it has undergone the break in period, it will feel the same as the power unit on the sales floor as the foams put in both of these units are identical. 

  

  Business response

  28/11/2022

  Hello. We have had our technicians go out to inspect the unit. The frame, springs, and seats were inspected and found to be normal. The only difference between the floor model unit and the one in your home would be the time in which it was used. We have a 48 hour return policy on stock items if comfort is not what was expected. However our first communication was over a month from the date of delivery which is well past the 48 hour return period. We attempted to order new seat foam as a courtesy however comfort is not something we are able to repair. 

  This unit is produced as designed and we are unable to service this unit to address your comfort concerns. 

   

  Thank you 

  Customer response

  30/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Even the technician sat in it and said there was something wrong with it. Anyhow, I returned the sofa for something else and was charged a $3000 restocking fee. Good job LA-Z Boy you lost my respect and my future business. When I purchase my new home in the spring, I will not be furnishing it wit LA-Z Boy. 
  
  Sincerely,
  
  ***** ******, MSW, RSW

• Initial Complaint

  08/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a recliner in February 2020 and the sales person sold me an extended warranty by promising it was a great deal because anytime you spill something on the chair they will come to your house and clean it. I am very skeptical about extended warranties and asked repeatedly if I could call anytime and get the chair cleaned. I was told absolutely yes. Called for the first time july 2022 for a cleaning. At first I was denied service because it needs to be reported within 21 days, I changed my claim and said the spill happened within 21 days. They said they would send some solution so I can try to clean it myself. Who would buy an extended warranty to clean a chair themselves???? Called Lazy boy and they were no help. Accused me of not reading the brochure and said I was out of luck because I needed to deal with the 3rd party insurer. I didn't buy the coverage from a third party, I bought it from lazy boy and I think they should be the ones helping me out. I wanted a refund on the warranty I paid for that covers nothing. Terrible customer service and unethical sales practices!!!

  

  Business response

  13/07/2022

  Hello. The way the warranty works is the company will first send a solution for you to spray onto your stain. This can start eroding the agent that is causing the stain. If after time, the stain is gone the problem is solved. If the stain persists, the company will then send out a technician to get it cleaned. After it has been sprayed with the solution, technicians will have much more success in trying to remove the stain.
  
  The warranty will also cover mechanical and frame issues within the 7 years as well as seam separation.
  
  So while we are unable to refund the price of the warranty, there is still ample opportunity for it to help you protect your furniture.
  
  For future reference though, claims do need to be made within a few weeks of the incident. Some problems can get much worse over time and it is better to address them before they become worse which is why this rule is in place.
  
  Please contact the company again if the stain does not come out after using their solution or if there are mechanical or frame concerns on your unit.

  Customer response

  13/07/2022

  
  
  Complaint Response Date bumped because: system update

• Initial Complaint

  13/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid 50% deposit on Sept 28/2021. Contract stated 22-26 wks for delivery. Now approaching 37 weeks and LaZBoy claims no known completion or delivery in sight. Asked for refund, denied.

  

  Business response

  28/06/2022

  Business Response /* (1000, 5, 2022/06/14) */ While it is unfortunate that delays have occurred, we are unable to cancel custom ordered furniture as our sales policy indicates. We have been in constant communication with the manufacturer regarding this issue and continually updated the customer with amended lead times but we are unable to cancel the order.

• Initial Complaint

  02/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a couch on Nov 28 2021 for $7375.50 (half on Nov 28 half on delivery) and received it on April 12 2022. Upon deliver we noticed that there was scratches on the couch and we immediately contacted Lazboy. After further inspection we noticed there were nails coming loose and trim coming off along with the cup holder not sitting flush which caused the scratches. Also during delivery they couldn't get the one recliner to open. After pushing and pulling on it they did succeed in getting it to open however, a couple days later a spring shot off and the recliner no long operates properly. This indicated that something was clearing wrong with the recliner upon delivery as well. At first contact Lazboy said they would send a technician out to assess the issues and address our concerns and someone would contact us within 3 business days. After a week of no contact we called again with the case number they gave us. That case number brought up a completely different people and lazboy had no idea what we were talking about. They again said someone would contact us in 3 days. Another week went by with no contact from them so we called again. After multiple calls and emails a technician finally came on May 12th. When he arrived he did not ask our concerns or how we wanted it handled but instead just started to try and fix it (used a marker on the scratches, never fixed the nails, cup holder, or recliner). We told Lazboy that fixing the couch is unacceptable when it arrived to our home damaged, and that we want it replaced with a new one or a full refund. Lazyboy says you only have 48 hours to return and that repairs are our only option. We keep telling them we aren't accepting a repaired couch when we paid over $7000 for a new one and they were contacted within 48 hours but no one got back to us for a week. We contacted our credit card and were able to get half our money back but we are still stuck with a broken couch we want replaced or a full refund.

  

  Business response

  13/06/2022

  The concerns with this sectional are easily repaired and repairs have been offered. We are unable to replace these pieces but have already ordered the necessary parts to ensure that these are fixed to manufacturing standards.

  Customer response

  14/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The sectional was obviously mishandled, since it arrived with multiple damaged and broken parts. How long until more of the sectional starts to break and I have to deal with LA-Z boy's awful customer service again to get it fixed? I paid $7000+ for a brand new sectional ie. in PERFECT condition and not needing repairs (no matter how simple you claim them to be) so that is all I am going to accept. LA-Z boy can absolutely replace the sectional, they are still selling it in their stores, they are just deciding not too. A LA-Z boy technician already came to try and repair the sectional (even though we have told them multiple times we want it replaced no repaired) and was unable to fix it. This implies the repairs are not as simple as LA-Z boy claims. I would imagine LA-Z boy wouldn't take the sectional back repair it and then sell it in their stores as brand new, so why does LA-Z boy think it is acceptable to deliver a broken and damaged sectional to me, then fix it and expect me to accept it as brand new. Again, I paid for a brand new sectional WITH NO DAMAGE OR REPAIRS! So LA-Z boy can deliver me a brand new sectional with NO DAMAGE OR NEEDING REPAIRS or I expect a FULL refund of the purchase price.

  

  Business response

  24/06/2022

  The terms and conditions of sale clearly indicate that our policy is to repair unless repairs are impossible. We have a 48 hour return policy on stock items and anything beyond that is repairs only. As you did not indicate that you wanted to return the unit in this time, repairs are the only option. We have ordered brand new parts from the manufacturer to be installed to ensure that the sectional meets manufacturing standards. We only replace items if we are unable to bring them to manufacturing standards through repairs. While unfortunate that something was damaged, we are confident that we can bring it to manufacturing standards with the brand new pieces that have already been ordered. As this policy was agreed to when signing our terms and conditions, this is the only way in which we can proceed at this point.

  Customer response

  25/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am not accepting repairs to a sectional LA-Z-boy delivered damaged and broken. A replacement or a full refund is all that is acceptable for a piece of furniture that was broken and damaged by LA-Z-boy. I paid for brand new furniture not repaired furniture so that is all I am going to accept.

  

  Business response

  06/07/2022

  All of our products can be repaired to meet manufacturing standards. We always get units repaired as fast as parts and technicians will allow as it is important to make sure customers get products that are up to manufacturing standards. While delays can occur in booking technicians or ordering parts, we try to make sure our product meets quality standards as soon as possible. We received an email that you wanted to return the units over a month from when it was delivered and our policy is always to repair. Our products are all hand assembled and can be repaired exactly as they would have been assembled at the manufacturer. We only replace units when we are not able to repair with brand new parts ordered from the manufacturer.

  Customer response

  10/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  You were notified immediately after the couch was damaged and we wanted it replaced as I have stated multiple times by phone email and I even went into the store. Our very first contact (right after the sectional came off your truck) we stated the sectional was damaged and we wanted it replace and you gave us a case number. After not hearing back from anyone for over a week we contacted again and the number we received didn't even bring up our file. You were told within you return period but yet you seem to have purposely gave us a wrong case number in order to avoid replacing a sectional that you delivered broken. YOU DELIVERED SOMETHING BROKEN WITH MULTIPLE THINGS DAMAGED not us YOU DID IT. It should be very simple to have something replaced that YOU DAMAGED, but yet here we are 3+ months later. When YOU damage something that someone paid for expecting brand new you shouldn't have to be told to replace it (which you were). It is common sense and good business practices to replace it with one that is functioning properly and not damaged. However, I am starting to see that you lack both of those. Again, if it is so easy to fix then you can come pick it up, fix it, and sell it in your store. I am not accepting a repaired sectional that has been clearly mishandled when I paid for a brand new one.

  

  Business response

  22/07/2022

  Hello. According to our emails, You were told a technician would be going to to do repairs and you responded with 'Thank you". It was not anyone's intention to mislead you as informed you that it would be repairs. This is simply how our policy works as clearly stated on the terms and conditions of our sales bill. It was not until over a month from your delivery that you emailed requesting new pieces rather than repairs. While I am sorry that you are not happy with the policy in place, we can only repair these units. repairs will have no effect on the longevity or look of your pieces and as our products are all hand assembled, repairs can be done with no special equipment.  We can repair them to manufacturing standards and you will have them for years to come but we cannot exchange these pieces. We are obligated to repair these units to manufacturing standards and we will of course uphold our end of the contract to make sure your units are exactly as they should be. 

   

   

  Customer response

  27/07/2022

   
  Complaint: 17606351
  
  I am rejecting this response because:
  

  Are you referring to the initial email where you stated "Our certified technician has been dispatched to inspect and address the concerns you are experiencing with our product" and I replied thank you? Our concerns being that we wanted the product replaced.  Are you talking about that email?  Or are you talking about an email from weeks later (after no one showed up) where you said a technician named Colin was going to come out because he services our area?  To which I replied thank you because someone was finally going to come out and "inspect and address the concerns you are experiencing with our product".  Which again you were told a replacement was wanted.  Although you could maybe be talking about the emails a couple weeks after that since Colin never did show up.  Those "thank you" would have been us believing that you were finally going to send someone out to "inspect and address the concerns you are experiencing with our product" like originally stated by La-Z-Boy and has nothing to do with us accepting repairs.  We NEVER agreed to repairs and we are not accepting them.  Our very first contact over the phone we stated we wanted the sectional replaced.  You however conveniently could not find our file with the case number you gave us during that initial contact.  This was simply just La-Z-Boy trying to avoid replacing product you damaged.  You were told RIGHT after it was delivered that we wanted it replaced not a month MINUTES after.  You are simply ignoring the fact that you were contacted right away (within your ridiculous policies 48 hour rule) and stating repairs are the only option.  You purposefully have stalled and dragged this process out and kept no record of our first contact in order to avoid replacing a product YOU DAMAGED.

  
  Sincerely,
  
  Travis Filson

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