Complaints
This profile includes complaints for Joy's Furniture Gallery's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 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:04/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/09/2022 we ordered two recliners from Lazy Boy at Joy Furniture in ********, *******. The cost was $1,978.00, plus tax of $186.53 and delivery $69.00 for a total of $2,233.53. We were told delivery would be in 6 to 8 weeks. In February we were told there was a problem with the leather being wrinkled and they would be delivered in April. We were later told the same problem occurred with the second shipment of leather, with the leather being wrinkled, and they would be delivered in july!We were offered the option of canceling the order and getting our money back. But since these are the recliners we want we have not canceled. There is no other option to buy Lazy Boy in our area. All we want is to get our recliners in good condition. A refund of part of our payment would be a nice apology for the delay.
Business Response
Date: 03/29/2023
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
The customers store of purchase, Joy's Furniture Galleries, in ********, **, is independently owned and operated. La-Z-Boy Incorporated does not have access to the stores customer records. We have contacted the store and requested that they contact the customer to assist with their order.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,
******* R
E-Commerce Coordinator
CM 774597Business Response
Date: 06/26/2023
Hi I have responded twice to this, once on n6/15 and again today.We have spoken to *********************************** and we are sending him a check for this delay from Lazboy.Thank you, *********************
Customer Answer
Date: 06/26/2023
This response is incomplete. They have advised me they would send a check for a partial refund, but also that they would actually deliver and would not charge for delivery, but this current response does not include that. I have to know that they have promised to deliver!Business Response
Date: 06/26/2023
This is the 3rd time i am responding to you on this complaint!! Lazboy received 2 defective batches of leather from the mill.Quality was not up to their standards so they have reordered it for the 3rd time.,This has caused a delay in making these chairs.I understand its a long time.We have spo9ken to ************************* about this delay and i have mailed him a check for discount due to delay.They were very happynwith this and their chairs will be here in early July.Thank you
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