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 6 locations, listed below.

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• 

  La-Z-Boy Furniture Galleries

  3300 S Shoshone St Sheridan, CO 80110-2031

• 

  La-Z-Boy Furniture Galleries

  8901 E County Line Rd Centennial, CO 80112-4309

• 

  La-Z-Boy Furniture Galleries

  10038 Wadsworth Pkwy Westminster, CO 80021-5218

• 

  La-Z-Boy Furniture Galleries

  250 E 144th Ave Thornton, CO 80023-8933

• 

  La-Z-Boy Furniture Galleries

  2700 S Wadsworth Blvd Denver, CO 80227-3408

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:09/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Zero stars is more appropriate. We purchased a reclining love seat that was delivered a week ago. 98% of all furniture at ******** is a special order. Of 100s of sofas and loveseats there were maybe 1/2 dozen that were in stock. We had taken photos of our other furniture that would be adjacent with us into the store. With the assistance of one of their highly trained consultants we ordered the loveseat. When it arrived the fabric looked nothing like what we picked out and would not go with our other furniture. We called and were told our consultant would not be in for 3 days. I spoke with another highly trained consultant who had one question-Did you refuse delivery? I said no we needed time to look it over. She answeredToo bad you are now its proud ownerWhen our highly trained consultant was back at work we called her and told her our issue. She said she would talk with her manager and call back. She called the next day and said sorry but her manager would not agree to an exchange.We werent asking for a refund. What we wanted to do was order the love seat in leather which was more than $1000 more. Lazy boy has different return policy on its website vs what is on the contract. The one on the website doesnt mention anything about not being able to return or exchange special orders. The contract says you cant.I was in sales and sales management for products and services ranging from $500,000 to over $10 Million. I have never encountered an organization, salesperson or sales manager that had such a lack of customer service awareness.If you are contemplating buying furniture and lazyboy is on your list to consider, run to another retailer on your list.

• Initial Complaint

  Date:07/13/2023

  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.

  My husband, ***********************, and I ordered 2 chairs in February 2023 from ********* ****************************************************************. We put half down. Order #***-59433. We paid the balance 5-3-2023, because they would not deliver the chairs otherwise, and the chairs were delivered 5-16-2023. The back was broken on my recliner. My husband's lift chair electronics quit working 10 minutes after they delivered it, My husband is a 100% disabled US Marine ******* veteran. He was stuck in his chair and couldn't get out, without getting people to help us. We put in a work order, reference # ***********. They came out June 15, 2023 & said they had to order parts. We got the parts & had to call again. They were supposed to come out July 18, but called & rescheduled for August 1, 2023. All this time we have not had chairs. Nobody cared. I asked the manager to call me back & said I wanted a refund. He never called me back. We are VERY UPSET & want a refund.

  Business Response

  Date: 07/16/2023

  **************** , please thank your husband for his military service and I'm glad we got to talk the other day, I also want to apologize and express to you we are truly sorry about our service team that wasn't able to complete necessary repairs during our first visit. We as a team will continue to work toward having a variety of parts in our service vans to help us complete service as needed during our 1st service call visit , Thank you for understanding , We will be processing your refund shortly after we pick up your item as discussed. 

  thank you again . 

  Customer Answer

  Date: 07/25/2023

  This complaint has not been completely resolved yet. They would not give me a refund until they picked up the chairs. They picked them up *************. They called Friday evening & said they were crediting my credit card I used for this purchase. I still have not been notified of this credit. So until I am notified of this credit by my credit card company, I will not close this complaint. They always protect themselves first, and the customer must wait & wait & wait. I bought a new chair for my husband at ******************** in **********. They delivered the chair the next day and would not take payment until we were satisfied that the chair was the right color & size and that all the electronics worked. Now THAT IS GOOD CUSTOMER SERVICE!
  ***** Falls

• Initial Complaint

  Date:04/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 October 22, 2022 we purchased a sofa and two recliners for $6,150 and paid $3,074 down. We were told 8 to 16 weeks for delivery. As of today, 04/09/2023 we have not received our furniture (02/11/2023 would have been 16 weeks). Emails of 02/16/2023 and 02/27/2023 to our sales rep went unanswered. We visited the store in early March and were told that we should expect delivery by the end of the month. We called on March 30th and were told that two pieces were in and they were waiting on the 3rd piece and would probably be in at the end of this month. Its now 24 weeks and counting.

  Business Response

  Date: 04/20/2023

  We are so sorry it took longer to get your special order than our original quote time, We hope we can correct your inconvenience by offering a free delivery. It looks like the items were able to get schedule for delivery the day after this complaint letter went out. Again we do apologize for the longer turn around time  

  Customer Answer

  Date: 04/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Skip *****

• Initial Complaint

  Date:03/30/2023

  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.

  We purchased a custom order on November 23, 2022 and were told 10 to 12 weeks. We hadnt heard anything by 15 weeks so called to find out it had been delayed a month was told oh well we could give you free delivery. Only to be told well you bought the extended warranty package so its already included, just ask for me next ********** give you a deal & havent heard anything since. Here it is now a month later I called & they said itll be another month, so I asked to talk to a supervisor was told one wasnt there. Called the next three days in a row & never being able to talk to a supervisor or received a call back. This is absolutely ridiculous. Now theyre saying one extra month which would take it to six months, if we were ever told any of this we wouldve never purchased. Not to mention the 50% I put down at almost $5k. First time dealing with this company & will definitely be my LAST! Id love to hear back from anyone in this terrible company, at this point a refund would be the best thing they could do!

  Business Response

  Date: 03/29/2023

  Hello,
   
  Please remove this BBB from our account. This customer purchased from ******************** as indicated in the review. This is not one of our locations. The ******** Furniture Gallery in ********** is independently owned and operated. Our locations are in Northern **********.
   
  Thank You,
  *****************************
  

  Business Response

  Date: 04/10/2023

  *********************
  La-z-boy Furniture Galleries 
  250 E144Th ave 
  ******** ** 80023
  and
  La-z-boy 
  ************************************;
  ******** ** 80110
  
   
  April 5th 2023
  
  BBB 
  serving ******** 
  
  
  Hello Better Business Bureau, 
  Thank you for reaching out to us about this customer complaint , We are so sorry we having been able to reach this customer about her purchase with la-z-boy. We will say it  wasn't because like lack of trying, Our La-z-boy technology at a store level allows us the time stamp our calls and attempts along documenting our conversation with customers. 
  
  1st group of note are phone calls , We have try to call customer **** twice , sometimes when people see a ******** area code and they won't answer in fear it could be a spam call , I try calling again on 4-3 before seeing your letter , I believe our phone calls are being block, they just ring busy or sound to be out of order. 
  
  On **** the customer schedule delivery online.
  The following day **** the customer issue a complaint letter to you, I wasn't aware of it until yesterday.     
  
  We have emailed the customer to resolve this issue. 
  
  We believe this was just a misunderstanding and we will continue to strive for customer excellence.   
  
  Scheduled delivery updated. No *************************** 2023-04-06 09:54:19-06
  Automatic Scheduled delivery updated. No *************************** 2023-04-06 09:54:19-06
  Manual just read an BBB compliant for cust , this ticket is schedule for **** for del . No ***************************** 2023-04-05 10:00:17-06
  Manual try to call cust again phone must be out of order is busy No ***************************** 2023-04-03 11:50:24-06
  
  Manual Called this customer back twice, phone just rings , most times people wont answer because they see and out of state number , if she call back her items have shipped, should be here soon No ***************************** 2023-0**** 15:35:21-06
  Manual Swc new ets mid march, *** No ***************************** 2023-02-27 16:26:53-07
  Manual GAVE CUST ETS. END OF MARCH. RB. 2-27 No *************************** 2023-02-27 16:14:19-07
  Automatic Price Adjusted by ********. Reason: Promo Discount Yes ******************* ******************* 2022-11-23 13:06:29-07
  Protection Plan Customer has accepted all available protection plans Yes ******************* 2022-11-23 13:06:29-07
  Automatic Price Adjusted by ********. Reason: Customer Accommodation Yes ******************* ******************* 2022-11-23 13:06:29-0
       
  customer schedule delivery online **** 
  Delivery Scheduled for delivery. No Den_Retail SchedulePoint 2023-0**** 17:37:56-06
  Delivery Scheduled for delivery. No Den_Retail SchedulePoint 2023-0**** 17:37:56-06
  Delivery Scheduled for delivery. No Den_Retail SchedulePoint 2023-0**** 17:37:56-06
  
  
                                                        
  
  
  ***************************** |Store Manager| La-Z-Boy Furniture Galleries |  Store 220 ********, **
  ********************************************************************* | Store Phone Number: ************ | | Email: ******************************************
  www.la-z-boy.com | facebook.com/lazboy | twitter.com/lazboy | youtube.com/lazboy
  
   
  

  
  

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19859014
  
  I am rejecting this response because:

  I get automated texts & email that come through just fine from la-Z-Boy. Even stranger is how I filed this very complaint & if I remember correctly it was the next day that when I was notified, my furniture was in and I needed to pay & schedule for my delivery via text & via email. So I paid my fee online like it said to for the remainder of the order  and I scheduled the delivery online at the same time as it stated to do. Only after that if I remember correctly did I actually receive a call from ******** that came through and correct at that point I did not answer it because A I was on the other line B the call came through from the north ****************, which was a 303 number not a ******** number & C I already knew my furniture was coming & I did everything online automatically. So why honestly did I  to talk to them anymore at that point because I felt it all happened because I did put the complaint in as I never heard back before that point. So obviously, my phone was & is working just fine. I find it kind of funny how i didnt receive a voicemail message off that only call either. So their response sounds kind of backwards to me. It didnt take another month to get my furniture as previously told to me over the phone by a sales associate, thank God. (and honestly, I feel some of this came because I put in the complaint) But I just cant get over the lack of customer service skills, and integrity I  feel is at this store. When they sell it to you they tell you 12 to 16 weeks *** even though the paperwork states something completely different at 6-9 weeks for custom fabric.  But here it is 20 weeks later, and it just arrived. But they get to kept your money & put you off when you call & ask for information about your not cheap order that you put almost 4K down on. I mean they held onto my down payment for 20 weeks all while putting me off and a manager not even calling me back. It was honestly a simple request in my opinion to want to know where my furniture was after not receiving it in the time they stated. It is now April 10 twenty weeks later and the furniture was finally delivered today, yes. But nothing happens for their false promises? Or for them even for lying in their response. Sounds ridiculous to me, but what do I know Ive only owned several companies. What on earth was I thinking? Silly me. I honestly have never & would ever treat any of my customers in this fashion. I called frequently and everybody was so nice until I wanted to talk to a manager then they would be short & say frequently hes not here, we cant help you any further you have to talk with a manager, we cant control when the furniture comes in, & h*** call when he has time , & all typically in a very inconvenient tone, typically even sighing. Sadly nothings ever came of the calls so I did file my complaint. Funny how theyre so quick to take your money but dont take the time to actually give you good customer service & simply just call you back or keep you updated. What a shame! At least I know now I will never go back to this store! Ill also scream it from the rooftops to anybody I know. I have also attached an email which has the date that I put in the complaint and then the email from ******** the next day stating that my delivery was in magically also the contract witch stated times expected for delivery. Id love to see their proof to back up their claims of calling or how I was notified before I filed my complaint because i didnt receive anything or else I never would have complained. But reading the BBB site that seems to be a frequent company practice.
  
  Sincerely,
  ***************************;

• Initial Complaint

  Date:03/22/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  We ordered 2 chairs on November 28, 2022. We paid a deposit of $1,300. The contract indicates 6 to 9 weeks for delivery. It has been 18 weeks. They will not refund money and indicate the terms and conditions say we cannot cancel. They have not delivered and will not/cannot tell me when they will deliver. We want our full deposit back. At this point we feel this is fraud and breach of the contract.

  Customer Answer

  Date: 04/05/2023

  The complaint against Lazy-boy has been resolved. Thank you for your assistance.

   

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

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

• Initial Complaint

  Date:03/01/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 10/19/2022 I finally received delivery of a $1,596.96 ******** recliner that I had originally ordered on 3/18/2022. The chair was clearly defective, as the seat cushion is not level but heavily titled to the right side. Twice ******** sent a service technician (on 12/12/2022 and 1/19/2023) to repair the recliner, to no avail. I sent correspondence (via email) to :*************************************, CEO ********************* ***************************************************** (*******.***********@ la-z-boy.com)on two dates: 1/17/2023 and 1/23/2023 about the outstanding need to repair or replace the recliner. When I did not receive a reply to either of these, I sent a follow up email to ************************** on 2/23/2023. I have still not received a response from ************************** or any other representative of ********. I am truly disgusted, as I have had five spine surgeries, and I am now having my sixth spine surgery on 3/14/2023. I was hoping that this new recliner would be supportive of my back, but that is simply not the case. I depended upon the "good reputation" of ********, and I am now chagrined to learn that it has an "F" rating from the BBB; I should have checked with BBB first! What do I want? A complete replacement of the defective and irreparable recliner with all the options that I ordered on 3/18/2022. AND I want this on an urgent and expedited basis, like yesterday.

• Initial Complaint

  Date:01/18/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 a ******** chair from this store along with an extended warranty, which is still valid. It is a Power Lift recliner to help my wife stand. It broke in a position halfway up on Christmas day and can't be used. We called customer service immediately for help, and they scheduled an appointment for today, January 18, 2023. We explained that it was critical for my wife to be able to use the chair and they said they would put "medical necessity" on the service work order so we could get a sooner repair date, but this did not occur. Then today, the service repairman called and canceled because it is snowing in ******. They then rescheduled the repairman for three more weeks out, February 7, 2023. This is unacceptable. We have been trying to call customer service and actually spoke to someone at this store begging for help, but he said we had to go through customer service. When I explained that we have been on hold for hours with customer service and no one answers, he apologized, but said he could not help us schedule a sooner appointment. I would like either an immediate exchange for a working chair or a full rebate so I can purchase a chair from a retailer with better customer service.

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After purchasing an extended warranty on our couch, we have been unable to get anyone's assistance in having it repaired. In the past month, I have spent over 6 hours on hold, been told to contact different companies, and been told by store employees they are unable to assist. I would like a contact that is able to help ************ repaired after paying for an extended warranty in 2020.

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 July 17th, we committed to purchasing two chairs and an ottoman prepared to order. We paid a $2,000 deposit. Our sales rep ******* told us corporate was telling them to advise customers ***** weeks for completion. She admitted they had not been keeping up and to expect some delays. Called 9/22 (the 14th wk) was told "will ship sometime in October, between 1st and 31st..." Called 10/26 and was told "will ship early November." Called 11/16 and was told ottoman had been in ****** for weeks, chairs were complete and packaged at the warehouse, expect them to arrive in ***** days. Called on 12/6 and was told "good news, your chairs are in production - they have an estimated ship date of 12/21/22....." Lies - Lies - Lies! We are now 21 weeks into a ***** week delivery promise and there is still no resolution in sight. I was told a manager would call me back - they have not.

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a LaZ Boy Makenna sofa on 02/2018 for $1847.99 and if water is spilled on it, it doesn't dry and evaporate. It shows the water marks on the furniture and it looks dirty. Per the instructions from LaZ Boy (reiterated on call with *** today at ******** customer service) I should try a water based cleaner. I did try that and it only made the situation worse and now I have more water marks that are extended on my sofa. I called LaZ Boy on 11/2/2022 and asked if I could get someone out to clean the couch because my efforts weren't helping. Once again, they told me to use 'water based cleaner' or they preferred me to hire a professional upholstery cleaner. I would pay for this, but I don't think it will work based on what I've seen with this sofa. This had a 3 year warranty and I'm outside that warranty and therefore they can't help. I'm complaining because there's no way anyone should be able to sell a couch that cannot be reasonably cleaned without causing further aesthetic damage. It truly looks terrible using the directions they provide. I've attached a photo of the cleaner I've used and a screenshot of the manufacturer stating that it's water based. I've also attached photos of the damage the couch sustains whenever a liquid is used on it. I've also attached a photo of the tag that states to use a water based cleaner. I'm asking that they come out and make it look clean, that's it. Thank you for reading.