ComplaintsforLa-Z-Boy Furniture Galleries

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August 27, 2023 I purchased a motorized reclining chair at the LaZBoy location (********** or *************************) with the full amount paid to include all delivery and fees. The amount paid (copies provided) was a total of $2197.67 and expected delivery in October. The expected delivery as not met and delayed perpetually to November, January, February. Multiple points of communication to management by phone and in person was involved. Made requests to be contacted with updates but was never provided. Final communication with management stated there was uncertainty of when the chair would be made available and delivered. At this time after paying full amount of purchase and not receiving the merchandise, requested for refund. At the time of the purchase, I was 88 now I am 89 years old and have had a history of severe chronic back problems and being able to have a comfortable chair that meets my needs is imperative to maintaining comfort and quality of life in my home. I am very disappointed in the companies ability to provide the product as paid for, prolonged delays in expected chair delivery and poor communication following the purchase and through out.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  [BBB Transcription via Attachment]

  The chair is a recliner that does not rock and that is what I wanted. It said "As is" so I asked the fellow what was wrong with it and he said "nothing" but take a look around it. Looked great so I asked if the inside was ok and he say "yes" I sat in it felt ok so i bought it he did not help me and walk with a cane at the moment. The chair arrived2 weeks later did not even plug it in eventually I got the management to send someone to help me. Anyway the chair is so uncomfortable you sink way down and it hurts my back and bottom evidently the person who returned it must have had same problem. It was made for someone else not. I put a pillow on the seat but does not help. I cannot use the chair and the salesman lied to me. 

  Business response

  05/14/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  The customers store of purchase, **********,**, 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 concerns.  
  
  Please note that all returns,exchanges, etc. must be done directly at the customer's retail location where they purchased the furniture as they are their customer and all financial transactions have been made through their location (which is not linked to our corporate offices).

  We kindly ask that this complaint be closed as the customer will need to continue to work through their store of purchase.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******************
  E-Commerce Coordinator
  CM 865631

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  A claim was submitted Jan 24, 2024. The warranty division concurred with the assessment of faulty workmanship (photos were provided) and scheduled a service call to attempt repair. Subsequently, the service call has had to be rescheduled three times (attached texts). I advised the warranty representative that the chair was probably not repairable, as the workmanship made the chair unusable; anyone who attempted to sit, slowly slide forward, as the chair was sloped and impossible to be comfortably seated. This was in great contrast to the showroom chair we tested and found very comfortable. The warranty department concurred and told me to contact the store of purchase. Unfortunately the manager at the Roseville Showroom made it very clear he would not take any action without the warranty process. I again contacted the warranty department who thought it was unfortunate the manager wouldn't provide service, but would complete their process. But after two cancelled service calls, I informed them future attempts would be best on ************ However, as indicated in texts, they have attempted scheduling service on Friday's, when I'm not available. The text does not allow a "unavailable" response, so they keep scheduling for days I'm unavailable. At this point, I'm seeking a refund or replace/exchange the chair.

  Business response

  03/29/2024

  Hello,

  My Name is ************************* General Manager for the Cerritos California **************** store. This letter was sent to my location but the complaint was from a customer disputing with the Roseville la-z-boy location. I am responding because it is time sensitive. I have reached out to the managers at the roseville store and emailed them a copy of the complaint. 

  Business response

  04/03/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  The customers store of purchase is independently owned and operated. La-Z-Boy Incorporated does not have access to the service departments customer records. We have contacted the service department and requested that they contact the customer to assist with their concerns.
  
  We kindly ask that this complaint be closed as the customer will need to continue to work through their store and service department.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* R
  E-Commerce Coordinator
  CM 856988 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased two ******** lift (electric) recliners online from ********, which were delivered in Feb. 2022. Then in Nov. 2023 the foot lift broke on one of the recliners. I immediately requested a repair from the nearest ******** store nearest me, per ********'s instructions. That store is in **************, **. They charged me $75 to have a repairman from a company called "FSN" (Furniture Solutions Network) come out and repair the chair. It took a long time for that to happen because FSN schedules out in advance a long time, but finally their repairman (***) came and said the motor to the foot lift was broken, and he would order a new one, through ******** in ******. It finally arrived at my home and I scheduled another repair visit from FSN through ********, per their instructions to me. They charged me another $125 for another service visit. More time passed and he (*** from FSN) finally came back and said that ******** had sent us the wrong part and it wouldn't work. They sent us a "lumbar actuator" (Part # **.000133.0001) rather than the "leg or foot actuator" (Part # **.000075.0001). So *** from FSN said he would immediately send ******** the request that they order the correct part (#**.00075.0001) last week on 3-13-23 and said we should call ******** (Rancho) in two days to confirm that they were ordering the correct part. We called on 3-15-23 and they said they had not received the "tech report" from FSN. I texted *** at FSN twice to ask about it but never got a response. We called two more times to ******** (Rancho) and they just keep telling us that FSN needs to upload their tech report still and they are late and not responding to ********. They refused to let us talk to the manager at ***************. Now we are stuck and nothing is progressing and they have given us very little hope that anything will progress further for our repair; it has been 4 months of trying to get this repaired, and $200 in what we were charged for nothing.

  Business response

  03/21/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  The service department that the customer is going through is independently owned and operated. La-Z-Boy Incorporated does not have access to the service departments customer records. We have contacted the service department and requested that they contact the customer to assist with their concerns.
  
  We kindly ask that this complaint be closed as the customer will need to continue to work through their store and service department.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* R
  E-Commerce Coordinator
  CM 854224
  

  Customer response

  04/09/2024

  Dear Better Business Bureau,

   

  I wanted to give you an update on the ongoing process of trying to resolve my issue with *************** They did send me a new part, but again it was the wrong part number, and they need to try again to send me the correct one.  I wrote to them last week about it, and am attaching a copy of that letter here.  

   

  Thank you for all your help,

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

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  11/10/23 ordered nightstands and couch 1/30/23 received delivery of ******************** No issues with the couch 1/30/24 reached out to lazyboy about a defect on one of the night stands they agreed to pu to fix, however I said no bec I spent so much $ I want the night stand replaced they refused to replace or even give me $ off. I notified them right away of this issue and with many attempts still no resolution the 2nd nightstand also has an issue with the light kit which doesnt work and All I asked them to order a new mechanism for it. And still no response. I have been calling as well as went down to resolve this with ***** and Manager ****** and was told that they needed to reach out to owners. The last call was on Friday, February 23 trying to schedule a pick up of the nightstands I refused because I was going-to be out of town I spoke with ***** and she told me she would cancel the pick up however, the next day I received a call from the driver that they were at my front for pu. As of February 28, ************************************************************ a company that treats their customers the way they do.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a new couch, loveseat, and a chair and a half recliner from ******** on 12/18/2023. The furniture was delivered on 6/12/2023 and I immediately contacted the store because the fabric on this new chair was too loose and the chair looked used. ******** sent a tech out on 6/21/2023 and a new seat was ordered. When the tech returned on 9/18/2023, he swapped out the seat for the new one...and it looked just as bad as the first seat. I contacted the store again, they said the weave on the fabric is loose so I have to live with the chair as it is. Nothing they can/willing do. The chair in the showroom that I liked had different material and it is not loose at all. I paid additional money to get this upgraded material - which turns out is a bad choice for this recliner. No one told me about the issue with the loose weave, otherwise I would have chosen a different fabric. I have been making regular payments. However, I bought new furniture, not new furniture that looks used. I have only purchased new furniture at ******** and never had a problem until now. I would like to keep this chair, but I want the new chair that warrants the $1879 price, not the chair they delivered. If they can't give me a good quality chair, I want a full refund.Total cost $6,159.91. Recliner $1,879.97. Couch $1,906.9 Loveseat $1,759.97 I have attached pics of my wrinkly chair, and 2 pics of the chair in the showroom which is now on clearance for $1199. You can clearly see how bad my new chair looks. If it is this bad now, it will be absolutely terribly in 1 year!

• Initial Complaint

  10/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am caregiver for my husband (dementia). I had one oportunity to shop (June 26th) and picked ******** because I believed they were a good quality company. After trying recliners for an hour and my husband getting very anxious, I purchased 2 recliners which were in stock and a loveseat off the floor. I signed an agreement that I could return them within 3 days. They were delivered July 5th. The delivery men were not happy and were in a big hurry. They tried the remotes once each and left. That afternoon I tried one of the chairs and the remote worked to lean me back but wouldn't work to let me up. Changed batteries but made no difference. Then I noticed a small cut in the arm of the other chair. I immediately called and sent them an email with a picture of the cut. They sent someone out for repair on July 19th. He said he would order a new arm for the one chair and a whole mechanism for the other and to wait until I had both to call them. Received the mechanism in mid August but didn't receive the arm until mid September. The chairs are not comfortable and I decided I would like to have a refund but they absolutely refused. The people at the store were sympathetic but denied any requests. My daughter in law has been talking to them on my behalf and when they sent her to someone higher up, he was very rude and refused any refund and said they wouldn't even fix them. I haven't opened the box with the arm and haven't called them for repair because at this point I really don't want them. The one chair has never been used because it doesn't work. They were very expensive but not worth it! I feel I was very patient waiting but at this point I don't feel they are worth the money and I need something to sleep in. I don't feel I should be held to the 3 day return policy since there were damaged from day 1. Thank you.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7-3-23, we purchased a chair from Lazboy furniture gallery at **********************************************************************. I picked up the new chair on 7-5-23. On 7-7-23, I called for a repair on the chair because it was off center on its base and rubbing underneath. I called again on 7-11-23, because I had not heard from maintenance. On 7-12-23, I scheduled a date for repair, thru a text I received. On 7-20-23, a repairman came out. He saw the defect and ordered parts. When the parts were delivered here a couple weeks later, I called for a service date. On 8-19-23, the same repairman came out and put the new part on the chair. He said that the chair was still off centered and that it may start rubbing again. When I returned from a trip and sat in the chair, within moments it was rubbing again. On 8-23-23, I called the store and talked to an employee named *****. She said that she would notify management of the problem. I was asking to have the defective chair replaced or my money back. ***** asked for pictures of the defect and I sent them that day. On 8-28-23, I called again and spoke with *****. She said that she would send another email to management. I asked for a copy of her email and she sent it to me. On 9-2-23, I sent an email to ***** because I had still not heard anything from them. She said, in an email , that she would forward another email onto the management team. I have not heard a word from them as to how they might resolve this issue.

  Business response

  09/20/2023

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  The customers store of purchase, **************, **, is independently owned and operated. La-Z-Boy Incorporated does not have access to the service departments customer records. We have contacted the service department and requested that they contact the customer to assist with their concerns.
  
  We kindly ask that this complaint be closed as the customer will need to continue to work through their store and service department.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* R
  E-Commerce Coordinator
  CM 813089 

  Customer response

  10/20/2023

  To Whom it may ****************** style="color: rgb(24, 50, 71); font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif;">
  

  We have resolved our complaint with Lazboy Furniture Gallery. They finally responded to our calls regarding our defective chair. They are replacing it with another chair that will be delivered to us in a couple weeks. Thank you for your assistance in this matter.

  **** and *******************************
  
  

  Sent from my iPad

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing for my 83 year old parents, *** and *****************. They purchased a couch from the ******** ("***") showroom on ********., Sac, in May 2023. On June 30, 2023 they received a love seat, which they did not order. ~They were NOT told by the delivery persons that accepting the love seat would result in a final sale, and immediately (same day as delivery) went to the *** establishment to let the sales associate/store manager know that they had received the wrong merchandise (they were not sure how to handle the delivery issue). The store manager informed my parents that they had received what they had bought and showed them paperwork that they had been asked to sign at the time of the couch purchase which was for a love seat. However, that paperwork was not explained to my parents, they were simply asked to sign it, which they did (at the time of sale), but it does not reconcile with the couch my parents had selected (my parents relied on the sales associate's assurances the paperwork was for the couch they thought they were purchasing and were sitting on when they signed the documents!!). ~Since my parents purchase, the sales associate that assisted has been fired (per the store mgr., *************************** *************]) due to her having made "one too many mistakes" and was described (to my parents) by the store manager as being "incompetent." *** is unwilling to correct this error without charging my parents a 30% restocking fee, and a $150 pick up fee (to retrieve the love seat) and requiring them to purchase another product for this remedy. I have asked for 100% refund since this was not error on my parents part, but rather a issue with a now fired sales associated. I have explained that my parents are protected parties under statutes that protect the elderly from fraud, and warranties under the *** of fair faith and dealing, and was told "too bad" and "I don't care" by the regional mgr., ********************* *************], with a deadline of 7/7/23 to accept.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Purchased couch and two chairs on 4/22/2023. Custom order, $5900. Delivered on 6/16/2023. Delivery person noted defect, a button had come off tufted sofa. Said they would send a photo to the store and somebody would call about fixing. Shortly thereafter another button came off. No phone call from store. Called store today, left message. Received return phone call, saying that they only warranty the frame and not sure what else. But this is a "fabric" issue. But good news, you have additional coverage for fabric, but you need to call a different number. Call that number, they have no record of this coverage according to any of our phone numbers. But if the defect is a manufacturing defect, that it should be handled by store.

*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. ↩