Complaints

This profile includes complaints for La-Z-Boy Furniture Galleries of Orlando'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 of Orlando has 4 locations, listed below.

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  La-Z-Boy Furniture Galleries of Orlando

  11350 E Colonial Dr Orlando, FL 32817-4601

• 

  La-Z-Boy Furniture Galleries of Orlando

  10410 W Colonial Dr Ocoee, FL 34761-2904

• 

  La-Z-Boy Furniture Galleries of Orlando

  410 W State Road 436 Altamonte Springs, FL 32714-4136

• 

  La-Z-Boy Furniture Galleries of Orlando

  11625 S Orange Blossom Trl Orlando, FL 32837-9216

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:06/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two Recliner Chairs and a Sofa were ordered on January 26, 2024 and delivered on May 8, 2024. All of the units had workmanship issues in the placement of the fabric and covering. A technician came on May 14, 2024 to correct the issues at which time it was discovered that the Recliner and Sofa Remote Controls operated on a frequency that caused a Remote Vacuum Cleaner to start and not respond to any other commands. This interference was not disclosed at the time of sale or any other time. Also my wife has a heart pacemaker and has stated she has experienced some pain from the unit until the furniture was unplugged and the batteries removed from the remotes on May 28, 2024. We have contacted the Pacemaker Doctor and have appointments scheduled. We have requested LazBoy to pick up the units and issue a full refund but they have not agreed. A dispute has been lodged with the ************** for these issues. The total cost of the purchase is $9,277.07. We would request a return of the three items (which have not been used) and a full refund issued due to my wife's health issues, the electronic interference and the poor quality of the furniture.

  Business Response

  Date: 06/11/2024

  Mr. and *************** came into our South Orlando store on January 26, 2024, and purchased two custom order recliners and a custom order sofa. They took delivery of their furniture on May 8, 2024.
  

  The customer called the store on the same day to complain about the workmanship of the tailgates behind the sofa and missing stiches under the footrest of the recliners. We sent a service technician out on May 14, 2024, and he replaced the three tailgates and stapled loose fabric on front rail board on both chairs. The service technician confirmed that all three items satisfy ********** high quality standards.
  

  The customer also expressed a concern with the Bluetooth wireless remotes of the recliners and sofa, interfering with other appliances and devices. To that respect, we can resolve the issue either by replacing all four hand remotes and the base with new MCM boards so they operate on a 5.0 mhz frequency which wont interfere with the appliances and devices, or we can offer a reselection for the same three items but with the power control on the side panels, taking wireless signals out of the equation.

  This was a custom order, that is, all items were made specifically for the customer and reflecting their taste. Our Terms & Conditions of Sale clearly state that no refunds or exchanges will be provided. We are willing to make an exception and offer a reselect, as described above.

  We will be happy to continue working with the customer so they can enjoy their ******** ******************** items in their home.

  Customer Answer

  Date: 06/23/2024

  I apologize for not realizing that a response was necessary.  I still am very concern concerning the possible health impact to my wife's pacemaker.  Additionally review of the order shows that the sofa delivered was NOT the zero wall unit requested.  Please advise the procedure needed to continue. 

  Customer Answer

  Date: 07/18/2024

  I apologize for not realizing that a response was necessary.  I still am very concern concerning the possible health impact to my wife's pacemaker.  Additionally review of the order shows that the sofa delivered was NOT the zero wall unit requested.  Please advise the procedure needed to continue. 

  Business Response

  Date: 07/24/2024

  Customers health Issue Concern
  We can easily resolve this concern by replacing all four hand remotes and the base with new MCM boards, so they operate on a 5.0 mhz frequency which wont interfere with the appliances and pacemaker.
  We can offer a reselection for the same three items but with the power control on the side panels, taking wireless signals out of the equation.
  We can offer a reselection for any other upholstery items of equal total value. If the reselection amount is less than the amount paid on the original invoice, there will be no refund.
  This was a custom order, that is, all items were made specifically for the customer and reflecting their taste. Our Terms & Conditions of Sale clearly state that no refunds or exchanges will be provided. We are willing to make an exception and offer three different options as described above.
  

  Power Wall Sofa Requested
  The customer came into the store and was able to sit and try the ************** Wall Sofa in our showroom. The customer did indeed receive the item they ordered, which they refer to as a zero-wall unit.

  We are attaching pictures of the ************** wall sofa in their living room and the sales invoice detailing all purchased items.
  

  We are more than happy to continue working with the customer so they can enjoy their ******** ******************** items in their home.

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21810949
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 08/21/2024

  A detailed rejection of the Business response was submitted on July 29, 2024 and there has not been any information posted regarding resolution of this matter posted.  Please provide a status.  Thank you

  Business Response

  Date: 08/22/2024

  Hello, The customer's response received today August 22, 2024, indicates that we did not respond to their detailed rejection of our response dated July 29, 2024. Based on the Communication History for this case, we have not received any communication from the customer after submitting our response to the customer on July 26, 2024. 

  Please resend your rejection response if you want to pursue this complaint.

  Thank you.

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 21810949
  
  I am rejecting this response because:

  1) We can easily resolve this concern by replacing all four hand remotes and the base with new MCM boards, so they operate on a 5.0 MHz frequency which wont interfere with the appliances and pacemaker.
  
  Due to ******** not knowing of or revealing the electrical interference with the existing remote units we do not know that changing the frequency will resolve the issue. These electronics unbeknownst to us at the time threatened our health. The lack of notice from ******** on this point completely removes any trust or reliance upon their work product.
  
  2) We can offer a reselection for the same three items but with the power control on the side panels, taking wireless signals out of the equation.
  
  A replacement of the items with wired units does not resolve the issues with the sofa construction and workmanship defects described below.
  
  3) We can offer a reselection for any other upholstery items of equal total value. If the reselection amount is less than the amount paid on the original invoice, there will be no refund.
  
  The items ordered and delivered had significant workmanship issues, undisclosed electrical interference issues and a sofa that was not made clear that it was not a true zero-wall unit. A review of units on the ******** website does not show any units that would be acceptable replacements.
  
  4) This was a custom order, that is, all items were made specifically for the customer and reflecting their taste. Our Terms & Conditions of Sale clearly state that no refunds or exchanges will be provided. We are willing to make an exception and offer three different options as described above.
  
  The items ordered were from the standard selections of materials and designs available from ********. There were no special designs or equipment ordered. Their description of custom order broadens this category very widely.  The custom portion to which they refer is choosing from the colors and options that they routinely provide.
  
  5) Power Wall Sofa Requested?The customer came into the store and was able to sit and try the ************** Wall Sofa in our showroom. The customer did indeed receive the item they ordered, which they refer to as a zero-wall unit 
  
  The item in the store was not the same item as delivered, neither in exactness nor in quality.  The paperwork does not refer to the dangers of the health issues due to the electronics, nor does it sufficiently address poor construction and workmanship of the product that was delivered.
  
  6) We are attaching pictures of the ************** wall sofa in their living room and the sales invoice detailing all purchased items.
  
  Again it is requested that a full Refund be issued and the units removed from our home.

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

  Customer Answer

  Date: 09/30/2024

  We understand this matter is now closed in BBB files, and will appear in the company's BBB Business Profile as: "Answered - the business addressed the issues within the complaint by charging the consumer a 30 percent restocking fee, picking up the furniture and returning it to their store for resale. The consumer remains disappointed in ********* lack of full disclosure of the issues with this purchase and the huge fee required for return and closure.

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair 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.

  On 12/29/2023 I purchased a Lazy Boy recliner at this store from manager ***********************. I paid $89.99 for set of 3 armchair/headrest covers that were to be sent to me within 4-6 weeks. Never arrived. Ive called the store numerous times, ******* no longer there. They initially told me they were in the mail, should have them next week, this was 6 weeks ago. Every time I call I get a different answer. New manager *** told me I would hear from him Saturday at the latest. That was 4 weeks ago. Hes never called back. Hes never in when I call. I want a refund!

  Business Response

  Date: 03/22/2024

  We overnighted the armcaps earlier today, before receiving the BBB Complaint. The customer should receive them tomorrow.

  A change in management and a communication breakdown caused this issue and we apologize for the inconvenience.

• Initial Complaint

  Date:11/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a lamp at Lazy Boy Furniture Store in Altamonte Springs, ** on 11/9/2023 and returned 11/10/2023 because it did not fit in the room. The store mgr offered a store credit, but refused to credit my credit card. She stated "accessories" are not returnable. That is not true. I called other Lazy Boy stores and they said they would accept the return and refund my money. Also, my receipt says I have 3 days to return for a refund. This is dishonest business.

  Business Response

  Date: 11/22/2023

  This is not our customer. They purchased from the ******************** organization. We are a different dealer on the West Coast of *******.

  Thank you,

  ***********************
  Senior Director
  ******** Furniture Galleries | ******** Home Furnishings & Dcor
  *********************************************************************************
  (********************************
  www.la-z-boy.com/westflorida
  
  8 West ******* locations: ******** | ***** | ******* | ********** | ********************* |******************* | *************** | ******

  Business Response

  Date: 11/30/2023

  Hello, the customer was refunded on her credit card on November 11, 2023, shortly after returning the lamp. To our knowledge, refunding ***************** was never an issue and she thanked our store manager for her great customer service. We trust that the customer is pleased with the final resolution.

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Please Help! I order a custom sofa and love seat from Lazboy. I was told at the time of purchase that I had a lifetime warranty on everything by the sales person, whom told my husband and my mom. I reached out to Lazboy in October of 2022 to inform them that the sofa is uncomfortable and lack cushioning. I was told that my warranty was expired and anything I wanted I would have to pay for. I informed the customer service rep that I should have a lifetime warranty, but she stated "that's not true". This is a form of Fraud; I was told I had a lifetime warranty to get me to buy the furniture, now I need to have something fixed, I no longer have a warranty. I want my money back. This was a fraudulent practice and I'm due my money back all $4300.00. I'm pretty sure if this was done to me, I'm sure they're doing to other customers.

  Business Response

  Date: 05/15/2023

  The customer purchased a sofa and a loveseat on October 24, 2020, and received their items on June 15, 2021. In January 2023, a year and a half later, the customer reached out to our Service Department to request our help in getting the seats of the sofa a little cushier. We thrive to make our customers happy with their purchase and we offered to adjust the poly filling and provided a quote for our services since in this case, the poly warranty had expired. It can be confusing to fully grasp our warranty terms and our staff is fully trained to explain the followings:
  Spring, frame, and mechanism components are free for life
  Labor is covered one year from the date of delivery
  Poly filling is free for the first year
  Electrical parts are free for 3 years
  The customer had an opportunity to try the sofa and loveseat in our showroom at the time of purchase. The items delivered meet the same La-Z-Boy high quality standards. We will be happy to assist the customer with their comfort preference, almost two years after the delivery, for the fee quoted by our Service Department.

  Business Response

  Date: 05/31/2023

  We are attempting to discuss with the customer and make sure we do everything we can to assist. We are waiting to hear back from Mrs. *******.

  Customer Answer

  Date: 06/06/2023

  I email the information over to the company and have not heard 
  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,
  
  ***** *******

• Initial Complaint

  Date:12/13/2022

  Type:Customer Service 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.

  Date of transaction 7/29/2022 No Money paid yet, but store wants to charge me **** Business committed to a Mid November delivery date Since the chairs have not been made yet, I want La-z-boy to cancel the chair part of the order and not charge us anything for chairs we have not received Ticket /order Number 294-47020 Sales Associate ******************* Managers *************************** and ***************************

  Business Response

  Date: 12/20/2022

  We have confirmed with the manufacturer that the chairs are in transit and will be available for delivery early January. The customer is satisfied with the plan and intends to pay the balance due and take delivery of the chairs once they arrive in our warehouse.