ComplaintsforLa-Z-Boy Furniture Galleries (Regional for Florida)

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed In order for two recliners, an end table and a 5 year care contract totaling $2616.05. I put down a deposit of $1308.03 It says on the paperwork due to supply shortages caused by the pandemic we are unable to fulfill all orders in our previous time frame. I acknowledge that the production time may take 4 to 6 months or longer. I ordered them on 4/19/21. I have verbally requested to cancel the order and get my deposit back. I was told because of the way their contract is written, I can't. Where do I go to get my money back? The company is telling me I can't cancel the order or get my money back. Even though the don't know if the order has been built yet. The say it is in production. It has been seven and a half months now.

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/16) */ We appreciate the opportunity to offer information regarding our customer's concerns. Customer service is extremely important to our company and we regret that our customer did not have an experience that would exceed their expectations. In the interest of customer service, we have allowed the customer to cancel their purchase. The customer is satisfied with this resolution. Thank you. Consumer Response /* (3000, 7, 2021/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I asked to cancel the order and was denied. After 8 months with no order I should not have had to resort to the BBB for a resolution. As of yet the company has not informed of my being able to cancel the order. And, I have not received my deposit back. Business Response /* (4000, 9, 2021/12/28) */ We appreciate the opportunity to offer information regarding our customer's concerns. We apologize for the miscommunication. The customer has submitted a chargeback through their credit card company. We have accepted this chargeback on 12/16/2021, which in turn will refund the deposit back to the customer. Thank you Consumer Response /* (4200, 11, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) My credit card company has not refunded my la z boy deposit. They are waiting for a response from la z boy. It's seems la z boy has yet to respond to them. Business Response /* (4000, 13, 2022/01/05) */ We responded to the credit card company on 12/16/2021 and accepted the chargeback. We ask that the customer please call her credit card company and ask them to review. All steps on our end were completed in December. The money is no longer in our account. It is up to the credit card company to refund the deposit. Thank you. Consumer Response /* (4200, 15, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called my cc company today 1/05/22. They said the lazboy company has not contacted them. They reviewed the file and there is no information or contact from the lazboy company. When i told them the should be a credit as of 12/16/21. They said " they are lying to you" lazboy has not contacted them on this issue.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 02/13/21 I ordered three pieces of furniture from La-Z-Boy furniture with a guarantee of a delivery date 4 to 6 months. Only one piece has been delivered with no other delivery date available. It's been 10 months from the original order date. As of today no delivery date is available. I have been told three different stories and why the furniture is not here for delivery and now I'm just getting the runaround from the store manager. I have asked for them to come pick up the one piece of furniture and to refund the balance of the order which is paid in full. I think I've been very reasonable and patient.

  Business response

  01/05/2022

  Business Response /* (1000, 10, 2021/12/23) */ We thank the customer for his patience while we worked with the manufacturer regarding their furniture. We have refunded the customer's money for the chairs that were cancelled. We will also pick up the loveseat that is currently in the customer's home. Once we pick up the loveseat, we will refund the rest of the customer's money. Our General Manager will reach out to the customer in the next few days to schedule the pick up of the loveseat. If the customer has any questions we ask that he please reach out to the General Manager for assistance. Thank you. Complaint Response Date bumped because: Holiday Consumer Response /* (2000, 12, 2022/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) The management at the La-Z-Boy store came through with flying colors. It took a little longer than I was hoping for but they got it done and I appreciate the good service.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife Debbie ordered a couch from the La-Z-Boy store at 9935 E. Adamo Dr., Tampa, FL 33619 on 1/19/2021.  The original estimated delivery date was 16 weeks.  When we followed up in May, the new estimated delivery date was August.  On 10/14/2021, we were told the couch was finished, and at the factory.  When we called back on 11/19/2021, I spoke with the manager, Doug ********* At that time, I said if they can't give me a real delivery date or at least let me know the status, let's move on and refund my $1400 deposit.  At that time he agreed to that.  He said give him a week and he would get back to me.  He never did, so I called again today 11/29/2021.  Doug said that he did hear back and the couch is on hold and the best he can tell me is 4 to 6 weeks.  We have been told 4 to 6 weeks since May.  I said, let's please move on and refund my $1400, which he had previously agreed to do.  He said he can't refund my money as it is La-z-boy's corporate policy to never refund after 48 hours have elapsed. We understand there is a supply chain issue caused by the pandemic, but the fact is no one can really tell us what's happening with the order and we need our money refunded. Holding my money and not delivering the goods purchased seems to be unethical at best and illegal at worst.

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/12/14) */ We are actively working on providing an accurate update to the customer. We do apologize but due to these unprecedented disruptions to the supply chain not all orders are being processed in their anticipated timeframe. The customer's order has been upgraded to priority status. We will be contacting the customer as soon as we receive any additional information from the manufacturer. Consumer Response /* (3000, 7, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from LazyBoy of Florida is the same response we have been getting since May of this year. No one has been able to tell us where in the production chain the product is. Is the couch still being built? Is it finished and awaiting shipping? All they are telling us is to wait another 4 to 6 weeks. My question to LazyBoy and the BBB is; how long should a company be able to hold a customer's money without delivering the product or refunding the money? Does BBB have consumer attorneys that can help answer my question? Business Response /* (4000, 9, 2021/12/27) */ We have updated the customer. The manufacturer has a current estimated date to ship to us as 1/25/22. As soon as we receive the product we will schedule delivery to the customer. Thank you. Consumer Response /* (4200, 11, 2022/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can't accept anything until we actually receive the furniture as I have been told many things regarding the status of the order and delivery dates over the past 12 months. Also, the manager, Doug P., verbally promised to apply a discount to the remaining money we owe, and I would like to see if that actually happens. Once these things happen, I am happy to accept the resolution of this issue.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased a loveseat from Lazyboy in Tampa, FL March 27, 2021 and were given an estimated delivery date of 6 months. We are still waiting for our loveseat and have now been told we have to wait until April of 2022 which is unacceptable. I understand the supply chain issue has slowed things down but every time we contact our salesperson we are told another date. Last month they told us March, now they say April. I no longer trust we are going to get our purchase within a year and we would like to get our deposit back or get another loveseat within a reasonable amount of time.

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/12/03) */ Hello, Please remove this BBB from our account. This customer purchased from Tampa, FL as indicated in the complaint. This is not one of our locations. La-Z-Boy is an individually owned company. Our locations are in Northern California. Thank You, Desiree ******* _______________________ Business Response /* (1000, 19, 2021/12/13) */ Thank you for letting us know about our customer's concerns. The customer has been taken care of. We cancelled her order as requested and money has been refunded. Thank you.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Full bedroom furniture set ordered on July 26, 2021. Order # **********.. Delivery occurred on September 4, 2021, but one of the end tables (itemized price on the invoice is $450.00) was damaged so the delivery crew took pictures and took it back saying I would be contacted "in the next few days" to reschedule a delivery date and that "it wont be long because we have more of these in the warehouse".. No call ever came so after 2 weeks I called the Warehouse and Warranty Service Center number on the invoice (863-204-1350) which went to voicemail and the call was never returned. Several weeks later I emailed the salesman and he called me back to say a new one was ordered and that he would call me when it was delivered. That was mid September. Since then I have sent several emails and even stopped by the store to inquire but continue to get vague excuses. The delivery date was 12 weeks ago.. I get the feeling they are avoiding me and are avoiding replacing the damaged table.

  Business response

  01/19/2022

  Business Response /* (1000, 10, 2021/12/05) */ Thank you for giving us the opportunity to address our customers concerns. Our General Manager spoke with the customer on 12/3/2021 and explained there is a delay on the replacement. We currently expect to have the replacement late February or early March of next year. If the customer had and additional concerns we ask that he please reach out to the General Manager for assistance. Thank you. Consumer Response /* (3000, 12, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have gotten 3 different answers as to the status. They have done nothing proactive to hasten this "delay".. total absence of anything resembling customer service.. they seem to be satisfied to just keep falling back on that excuse. Seems a little too convenient. Business Response /* (4000, 14, 2021/12/27) */ We understand the customer's frustration and apologize for any inconvenience the delay and any miscommunication has caused. Due to the unprecedented disruptions in the supply chain we are unable to expedite the order as requested. However, the replacement is on order. Once the product arrives in our warehouse we will call the customer to schedule delivery. If the customer has any questions we ask that he please reach out to the General Manager for assistance.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a new couch and chair 2/2021. Was told it would take 4-6 months to come in, which it actually took 8 months. On 10/15/21, 2 weeks prior to delivery, I received a phone call from the store stating that the furniture could still be delivered but wouldn't be able to recline the furniture due to a part that was recalled. Was informed it would take 4-6 weeks to get the part. Recently called the store and was told it would be at least another 4-8 weeks before the part would come in. The employees at the store are not concerned that I spent over $4000 on furniture that we can't even recline. They actually giggle and dismiss you when you questions when the part might come in. Left 2 messages with corporate office, no return phone call. Was given a number for Brian in their service center but he did not pick up his phone and hasn't returned messages. The nice young lady that answered the phone at the FL service center stated that the new furniture being manufactured are having the correct part installed. If the new furniture is being manufactured with the correct part, why can't they send that part to the customers that have already waited over 8 months to get their furniture delivered and another 5 weeks not being able to relcine that furniture? If we have to wait another 4-8 weeks for a part, we will have waited 10-11 months for furniture that works properly, when we were told 4-6 months.

  Business response

  01/07/2022

  Business Response /* (1000, 10, 2021/12/14) */ We apologize for any frustration the customer has experienced as well as any miscommunication. It was our understanding that the merchandise was functioning properly at the time of delivery. The customer is scheduled for an appointment on 12/17/2021 with our Service Department so we can inspect the furniture and make sure it is functioning properly and up to the manufacturer's specifications. We thank the customer for making us aware of their concerns and giving us the opportunity to address them. Thank you.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1. I want a refund of our $1208.85 (deposit) + $80(for Expresso feet) = total $1288.85. 2. Our order was placed Feb 7, 2021 and we given a 16+ weeks delivery and told it would probably be earlier. It has been 40 weeks. This is unreasonable. 2. OCT. 21, 2021, in a phone call to LaZ Boy Comfort Care, I was told that "as late as DEC 2020, LaZBoy stores were supposed to tell people that due to furniture delays, delivery was at 32 weeks." This indicates that the LaZBoy store in Brandon knew they couldn't get our furniture in 16 weeks and multiple comments (every couple of weeks) stating the furniture will arrive soon are not truthful.

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/11/30) */ Based on the unexpected delays we have refunded the customer as requested. Thank you. Consumer Response /* (2000, 7, 2021/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a refund as requested.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a Kinkaid server - The Nook - in maple wood on September 25, 2021. I was told it was in stock but that it would take 4-6 weeks to be delivered. Strange, right? (since it was "in stock") Here it is more than 6 weeks later and now I am being told it will still be longer and the store cannot give me an exact date. However, it is actually in stock at other stores and can be delivered in 3 days. I would like a refund as I do not believe honesty is key here. I just moved from London and need to unpack and put dining room china away as it's been sitting out this long. I see no reason why I should have to wait longer. I could have driven to KY (I was told this is the warehouse where it is coming from) myself and retrieved by now!

  Business response

  12/07/2021

  Business Response /* (1000, 10, 2021/11/30) */ We have cancelled the server as requested by the customer. If the customer has any additional concerns we ask that she please contact the showroom. Thank you. Consumer Response /* (2000, 12, 2021/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) They refunded as requested.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I went to La-Z-Boy in Brandon, FL on July 17, 2010. I asked if they pick up old furniture that the new furniture is replacing. When he told me no, I thanked him and turned to leave. I told him we would be back after we figure out how to get rid of our broken couch. He stopped me and insisted he will help us get rid of the couch and that we would have time to get rid of it. I ended up purchasing a sectional couch from them. He checked if they had the color we wanted in the warehouse and they didn't. He told us it would take 4-6 weeks to get the color we wanted. This seemed reasonable as we weren't getting anything customized. We bought the color from their available color samples. Everything went very fast after that and I found out why later. On our way out the door he said he would be calling us in 3-4 weeks to give us an update and closer window for delivery. We were panicking because the "help" to get rid of the couch was giving us a list of places that may take it, and we only had a month to do it. Of course he didn't call us and I ended up calling at 6 weeks. I was told October is when I will get my couch. He again promised to call in 3-4 weeks to give us a closer estimate of delivery. Again he never called. I called the 2nd week of October and was told it will be the middle of November. I called the credit card and reversed the charge. I got called today, 11 Nov 2021 by the store manager. He stated it will now be December when I can expect it. He said "I know you reversed the charge and you lost. They are going to charge you again. You are paying for this whether you like it or not and I don't care if you get your couch.". They are also telling me that I misunderstood and that it has always been 4-6 months. They have my initials on their copy stating 4-6 months which is my fault for trusting them and initialing where he told me to. My copy does not state 4-6 months and does not have any estimated delivery date.

  Business response

  12/09/2021

  Business Response /* (1000, 8, 2021/11/29) */ Thank you for giving us the opportunity to address our customer's concerns. The customer has been refunded per their request. Consumer Response /* (2000, 10, 2021/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) They ended their dispute of the charge reversal I initiated in October. I received notification from the credit card company that the reversal was complete. Shortly after that I received an invite to a Black Friday Sales Event at the Brandon location which isn't inline with no further contact, but I can block the number. Thank you for your response.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The order date was 10/27/19 I purchased a leather recliner and paid 2,088,00 About 7 months after purchase I saw peeling on the back of the chair> The store did take responsibility and replaced the back of the chair. Several months after,the left arm showed peeling. I did purchase a warranty and spent many calls to all connected with lazy boy. They said it was our fault and wouldn"t do a thing. After several calls to corporate etc. they decided to replace it for half the cost. I told them and others that there was something wrong with the leather and it would happen again. Well several weeks ago, I saw slight peeling on the right arm and the back of the chair was starting to peel again. I have been dealing with our daughter who has cancer I am so frustrated and sad about this. WE have a huge leather sectional for over 13years and it looks like new. It says this in the limited warranty, Coverage includes: cracking or peeling of leather in non-seating and seating areas.

  Business response

  11/22/2021

  Business Response /* (1000, 10, 2021/11/05) */ We appreciate the opportunity to offer information regarding our customer's concerns. Customer service is an important facet of our business, and we strive hard to ensure our customer's concerns are addressed. The limited warranty, that the customer is referring to, covers furniture against accidents and refers to a single incident. The issue the customer is concerned with is happening over time and is recurring, therefore it is not covered under the limited warranty. The manufacturer's limited warranty applies to manufacturing or material defects but does not cover fading. If there was a material defect on the sofa, the whole unit would be fading. There are multiple environmental issues that could be affecting the leather in the customer's home. We ask that the customer please reference the leather care recommendations at https://www.la-z-boy.com/content/CustomerCare/fabric-and-leather-care, for care and maintenance tips. Our Service Department has spoken with the customer and offered a discount on a replacement part. We are awaiting payment for the part to be ordered. We will contact the customer once we receive payment to confirm order. Once we receive the replacement part, we will contact the customer for installation. Thank you.

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