ComplaintsforLa-z-boy Furniture Galleries

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Receivedchair 1/24/24 called Lazy Boy they sent tech out on Feb26,2024. I explained to him that the chair did not fully recline like the Display model in the store and the several other lazy boys that we have purchased in the past. He said it was due to a design change, and there was nothing he could do. I called the Lazyboy office and talked with them about the chair and they said the salesman Mike Diego would be in touch with me about exchanging it . He/they never called me back. At this point I just want full refund and let them take their chair back. My wife and I both have had several back surgeries between the two of us and we must have a fully reclining chair like the display model in the store . Apparently, the design change must’ve happened after I ordered my chair because This one does not recline like the one in the store .

  Business response

  04/22/2024

  Our service techs dispute the "Design Change" claim.  The chair Mr. ****** purchased is the classic "10-mech".  I have been with La-Z-Boy for over 30 years, and this mechanism has not had any meaningful design changes in my lifetime.  

  Our tech simply said that it does not lay "completely flat", which is true and always has been.  Our techs and I both believe that this furniture is within manufacturer specifications just like the hundred or so others like it that are currently in our inventory.

  Customer response

  04/23/2024

  
  Complaint: 21510466
  
  I am rejecting this response because:
  They have a satisfaction guarantee and I am not satisfied with this product . Lazy boy has chosen to use a different, inferior products in the manufacturing of their product to speed up production and improve profits at the expense of the consumer . My wife and I are both disabled and cannot afford to purchase another chair. Due to back injuries, this chair does not perform as did the lazy boy it replaced and is painful for us to use . We request a full refund . Thank you 
  Sincerely,
  
  Johnnie ******

  Business response

  04/23/2024

  The degree to which the chair lays flat is determined by the seat swing, the hinge where the chair back adjoins to the base.  This seat swing has not meaningfully changed in decades in no small part because it is patented by La-Z-Boy.  These patented seat swings mean that the La-Z-Boy "10-mech" is the only recliner where the back connects directly to the seat chaise, offering additional lumbar support and positions.
  

  In fact, we were recently approached by a Physical Therapist in one of our stores who wanted to use our products as recovery chairs.

  Mr. ******'s claims are defamatory and simply false.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  January 2023 bought four barstools, couch, and recliner from La-Z-Boy in Pensacola. Barstools we're not on the truck in February. They came in March but one was broken and the other three were scratched. They sent someone from repair company to check on chairs and said to reorder. The next set came in April and only three were delivered. The delivery guy said the hardware was not in the box. I could keep one until the new one was delivered. I did not call the Pensacola store because big delivery guy said it was reordered. The other three were not put together correctly and were scratched. Same company comes out in June to fix the three chairs and I thought painted the scratches. Legs put on correctly but scratches still there. He doesn't know anything about the other barstool. I didn't see that scratches were still there. I was so hoping the paint job would work. Not that I liked it but want this done. Called the repair company and told to send pictures. I did. Called the store and told to get with their customer care person, I did and she said she would get back to me. I sent pictures with the text. Texted at the end of the week if she heard anything and have not heard back. Called customer service number and told me couldn't give me any information. Called the repair service who did repair and she said no paint used. I saw spray paint can but told wood conditioner. She didn't know anything about the other barstool or scratches to send pictures. I did. I want the barstools but for 530.00 each I don't think it's being picky to have them in perfect shape.

  Business response

  07/17/2023

  Our tech was at her house yesterday.

  We are waiting on his report

   

  
  

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought the chairs on 18MAY2022 and starting scheduling repairs within 6 weeks of purchase. We have exchanged a total of 33 E-mails as well as numerous phone calls regarding these problems. One chair (seats & back) has been replaced twice and and is needing replaced again. The 2nd chair, the seat and back was replaced about 2 weeks ago. This repair guy suggested that I cut a piece of plywood and place it between the spring and the seat cushion to try and eliminate the constant repairs I called the sales manager and talked to her about the problems but she directed me to the General Manage who has never returned my calls We paid $6300 for the 2 chairs and I am asking for the total to be refunded

  Business response

  04/07/2023

  We are in the process of conferring with the factory for further guidance

  Business response

  04/18/2023

  As the consumer has filed suit, any further communication needs to be done through our attorney.

  Customer response

  04/18/2023

  
  Complaint: 19640457
  
  I am rejecting this response because:  it’s simply typical of La-Z-Boy not to address their issues.  
  
  Sincerely,
  
  Larry ****

  Business response

  05/18/2023

  As Mr. **** has an open lawsuit against us, we do not feel it would be prudent to comment at this time.

  Customer response

  05/18/2023

  
  Complaint: 19640457
  
  I am rejecting this response because:  I do not have an open lawsuit again La-Z-Boy or anyone else.   If this is their best response, I Will file a lawsuit against them.
  
  Sincerely,
  
  Larry ****

  Business response

  05/19/2023

  Our lawyer is trying to contact you, please return his call or respond to his correspondence so that we can try to address this issue

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased 2 chairs and 2 loveseats totaling approximately $7,400 before taxes (invoice 289505). 2 of the chairs have backs that should lock-in. The locks on the chairs are inoperable. We have contacted Lazboy customer service at least 3 times over the last month with no call-back or scheduling for having a service tech come out to fix them. Our last attempt to get a resolution was 3/6, when I called the store and talked to the manager. I explained the problem to her, and she said she would have someone contact us to schedule service. Well, it's been a week, and no call from Lazboy. We just want the chairs repaired properly.

  Business response

  03/28/2023

  Our Service Tech has advised us that work on Mr. ****** furniture has been completed

  Customer response

  03/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19588635, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Steven *****

• Initial Complaint

  11/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/19/22 I made a furniture purchase at La Z Boy of Pensacola. I was required to pay a $5,500 down payment and the $12,837.30 balance was due prior to the furniture being delivered. It took over 5 months for my furniture to be delivered. Tara ********** was the salesperson & Mercer ***** was the Interior Designer. The purchase included an "in home design video" to ensure the furniture pieces would not be too large for my small living room. The video & room design were completed by Mercer and Tara. A La Z Boy employee was supposed to be at my home for the delivery to inspect for damage, to set up the furniture and to assemble and hang a light. 11-1-22 my furniture was delivered. There was NOT a La Z Boy representative was onsite as promised. I called Mercer as there were several damaged items and a rug that was the wrong size. Mercer instructed me to refuse delivery of the damaged items, rug and to take photos of them. 11-2-22 I went to La Z Boy in Pensacola to talk with the manager, Jessica Bryan, about the damaged items, delivery issues and to request a refund for the damaged items & rug. She was on vacation. I was given the names of the store owner, region manager and the assistant to the owner. I called and emailed the owner's assistant, Brittany Lee. I explained the issues and stated that I wanted a full refund for the items that were damaged & refused. I emailed her detailed write up of what transpired during the delivery. 11-8-22 I had a phone conversation with the Pensacola, Mgr. Jessica ****** I asked for a refund for the damaged/refused items. Jessica said she would investigate and get back to me. She emailed me and also cc'd Mat ****** on the email. Mat sent me an email stating he would investigate also. 11-15-22 I emailed the region manager, Mat ****** and Jessica ****** Neither of them has responded to my latest email. 11-17-22 Filed a complaint with the BBB. I am requesting a full refund for the damaged/refused items and to have the ceiling light hung

  Business response

  12/19/2022

  We are currently working on returns/exchanges and refunds with Ms. ******

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned a Defective loveseat to La-Z-Boy within their 3-day requirement and will not accept anything less than a full refund. I'm concerned about La-Z-Boy use of questionable and unethical practices concerning defective merchandise. - They inform you they want you to select the right furniture that fits your need & desires - Once selected, you are informed you must order the item. Floor models are not sold. - Excessive delay in delivery and lack of communication and/or correspondence seems to be the norm. - Once the merchandise is received, if there are any concerns, you are told "Try it for a while you have time". - When problems cannot be overlooked, they want to service the defective item. - When the Defective merchandise should be returned they try to convince you it's a cancelation and they will charge a 25% restocking fee and recommend you have it serviced. - Once you agree to service it's too late to return the defective item. You've been delayed past the 3 days. - Defective merchandise is not restocking it's a return, but La-Z-Boy wants to make you believe you have no choice but to pay a restocking fee for their lack of quality. - Every attempt to get Management contact information is met with unnecessary obstructions - Returns are met with unnecessary conflict and not processed in a timely manner My, after the fact, online research about La-Z-Boy identified: (1) Customers have numerous problems getting refunds. (2) Customers with defective merchandise are led to believe they must have it serviced. (3) Once forced into service many are unhappy with the poor results. (3) Many bad experiences end with the customer unsatisfied and left with no option but to accept defective poor quality merchandise. (4) Overall the lack of quality and Customer Service leave many unhappy customers unwilling to return and/or embarrassed to take action.

  Business response

  09/27/2022

  Mr. ****** special ordered a power sofa and power recliner from our store on February 21, 2022, and at the point of sale signed sales contract 02212PC6624.
  
  Our contract explicitly states that all "Cancelled Special Orders & Layaways are subject to a 25% Restocking Fee." It is important to note that this clause is not buried in the fine print. Since this can be such a hot button issue, we ask our customers to sign directly next to this clause.
  
  He had expressed frustration about how long it took to make the furniture. While we are frustrated about the time as well, the simple fact is that this was beyond our control. The furniture industry, like almost every industry, has experienced unfortunate and inordinate backlogs for a number of reasons rooted primarily in the Covid-19 pandemic. Nevertheless, we are still contractually obligated to the factory for the order we made on his behalf, which is why we ask our customers to sign their contract with us directly next to the restocking fee clause on the front page. We cannot be any more transparent than this.
  
  At his request, we were able to cancel the power recliner at the factory (line 1 on the sales contract), and we happily credited his account in full for that piece as a matter of customer service and basic ethics.
  
  However, we were not able to cancel the power loveseat, which we delivered on August 16 in good condition. At the time of delivery, Mr. ****** received the piece in good order and signed for it accordingly. Mr. ****** returned the piece on August 19, within the proscribed return period for a refund less the contractually obligated 25% restocking fee.
  
  We are currently awaiting the results of a dispute he filed with his credit card company. Assuming that he does not get refunded that way, we would be happy to refund the amount contractually owed to him.
  
  For the sake of attempting to satisfy our mutual customer have also waived our right to retain the delivery fee and warranty, even though those are non-refundable per our contract.
  

  Customer response

  09/28/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I signed for the delivery of the loveseat, not the condition of the item. We immediately called the sales person about the problems with the merchandise. We were put off and delayed over and over again so I returned the defective merchandise. Returns of defective merchandise is not restocking. Their home office informed me the local store had the authority to wave the restocking fee. The district manager was willing to apply the fee to another floor item I was to select. After selecting three floor models, I returned the loveseat. Then I requested the distract manager's contact information and they would not give it to me. Then I was forced out of the store and informed I could not return. I contacted the corporate office to get his phone number and after leaving several messages with Matt ****** (the district manage), he never returned any of my calls. Lazy Boy makes every attempt to force buyers to keep the defective merchandise and have it repaired. I was never offered a replacement. This is unethical. I just wish I checked all the reviews both locally and on a national level before trusting the name (Lazy Boy). This unethical strong handed sales tactic is unacceptable. To date this is the first written correspondence I have received about this matter via the BBB. Lazy Boy has not sent any written correspondence to me. In my original complaint I requested only written correspondence. Through the BBB, Lazy Boy identified they owed me $5,255.41 which does not include the $1348.25 restocking fee. I feel the owner (David ****** would do the honorable thing and just refund all my money since they no longer are willing to work with me.

  Customer response

  10/11/2022

  La-Z-Boy's BUSINESS RESPONSE, 9/27-28/2022 "Mr. ****** returned the piece on August 19, within the proscribed return period for a refund less the contractually obligated 25% restocking fee.
  We are currently awaiting the results of a dispute he filed with his credit card company. Assuming that he does not get refunded that way, we would be happy to refund the amount contractually owed to him.
  For the sake of attempting to satisfy our mutual customer have also waived our right to retain the delivery fee and warranty, even though those are non-refundable per our contract."
  
  Jim ****** CONSUMER REBUTTAL, 9/28/2022 "Through the BBB, Lazy Boy identified they owed me $5,255.41 which does not include the $1348.25 restocking fee."
  
  As of 10/11/2022, the dispute with Discover is closed per my request. Discover advised me to get a check from La-Z-Boy. Once I receive our refund in the form of a cashier's check from La-Z-Boy for the amount of $5,255.41 (the amount they said they owe me) this complaint can be closed through the BBB.
  
  James ******
  

  Business response

  11/29/2022

  We are prepared to refund $5,094.21 as soon as the customer indicates that he will accept (plus appropriate processing time)

  Customer response

  12/01/2022

  
  Complaint: 18220247
  
  I am rejecting this response because: On September 27, 2022 La-Z-Boy identified they were going to refund Delivery fee, Warranty and only hold 25% of the $5393.00 loveseat. 

  The Math shows:

    $6,603.66 paid in full amount

    minus $1348.25 (the restocking fee, 25% of 5393)

    resulting in $5255.41  The amount La-Z-Boy agreed to refund to us as of 27 September 2022

  Again as stated October 11 2022 we are waiting for the refund of $5,255.41.

  
  
  Sincerely,
  
  Jim ******

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ** See Attached **

  Business response

  12/08/2022

  According to her own timeline, she had the furniture for over a month before reporting any issues.

   

  Because she opted to pick up instead of letting us deliver, we have no way of knowing how it was handled after it was picked, how it was stored once it got to her home, or how it was treated once opened.

   

  These are the reasons why return policies exist and are extremely common practices in all forms of commerce.  

   

  Moreover, I have conferred with the factory and with the technician service, neither of whom found the furniture to be defective.  Please find the tech report attached hereto.

   

  The “loss of resiliency” in the sofa is easily fixed by replacing the blown fiber bags, which we are willing to do.  As for the recliner, it was purchased from our floor and picked up in February.  She was apparently happy enough with it to come back a month later to purchase her sofa (purchased March 4 and picked up March 25).  Again, we are far past the return date, though we are willing to make adjustments to the arms of her recliner if she will allow our techs to do so.

  Business response

  12/23/2022

  After reviewing Ms. ****** text messages, it appears that our Salesperson offered an exchange in late June for a different product.  This is a courtesy that we sometimes extend.  It is not uncommon for businesses to offer in-store credits or exchanges in lieu of cash refunds.
  
  However, it is important to read all of the subsequent text messages and note two things:
  
  First, Ms. **** never actually did accept our offer of an exchange. She wanted the new piece at a discount we simply weren't willing to offer.
  
  Second, we never did offer a refund.  She simply asked for that when we wouldn’t concede to her unreasonable demands, and we never did accept. When she asked for her money back on July 8, she was referred to the Service Department.  In fact, her salesperson explicitly stated she was “not authorized” to do so.

  After that, Ms. **** actually attempted to buy the sofa again, but again it was at a discount that we were not willing to offer.
  
  We maintain that Ms. **** owns her current sofa. She had it for almost two months before reporting any issues. Furthermore, we have no way of knowing how it was transported or stored in that two month period.  If she would like for us to attempt to service her sofa, we can have our Service Manager reach out to her.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased $12000 worth of couches on 09/16/2021. The business committed to provide us brand new couches with pillows for the couches. These couches we received looked like they had already been sat in for years and the pillows stitching looked like a 5 year old stitched it together. The business has stopped replying to our emails and hasn't done a thing to resolve the issue. They sent us replacement pillows for the couches which were WORSE than the ones we originally received. When they delivered the new pillows, they left us with the old ones which is about 20 boxes that are STILL taking up space in our garage. The business customer service is non existent and they seem to believe we are just complaining for no reason. No resolution has been given to us and this point we want a refund of the whole amount that we originally paid them because these couches aren't worth a dime of what we paid for. Attached below are the pictures of the couches and invoices!

  Business response

  09/06/2022

  First and foremost, *** ***** alleges that we delivered him used goods in lieu of the brand new items we sold him. This is patently and demonstrably false, and we have the pictures of factory packaging with his name on them, indicating the special order. Additionally, he received all merchandise in good order at the point of delivery, indicating that he was happy with his purchase initially.
  
  *** ***** has since expressed concerns about his sectional, most of which are with the Cushioning.
  
  It is important to note that we are the Seller and not the Warrantor. Per our terms and conditions, we make no "warranties of quality, product performance or Buyer satisfaction", and the only warranty is that of the warrantor/manufacturer. *** ***** claims the products are defective, but only the warrantor can determine if the product in question meets their specifications. The manufacturer has confirmed that these products are in compliance. We are obligated to remedy any complaints within the parameters and guidance provided by them.
  
  Currently, we await an appointment to re-install his original cushions since he liked those more.
  

• Initial Complaint

  07/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid for a recliner and delivery of the recliner to my address and LA-Z-Boy of Pensacola will not deliver the recliner. The reason is because I am a senior citizen and at high risk of severe complications from COVID. Therefore, I requested that the delivery people wear masks, I would not allow anyone in who is visibly sick, and, because the virus is carried in sweat I would not let anyone in my house who is dripping sweat. The remedy for the last requirement is to give the delivery people a face towel or rag to wipe off with. I received a voicemail from a salesperson, Diane *************, that due to my "health problems" LA-Z-BOY of Pensacola would not deliver my recliner, and I would have to find someone else to deliver. I entered into a contract when I ordered the recliner and paid for the delivery. Once a contract is agreed upon by all parties to the contract it can only be changed by agreement of all parties. I did NOT agree to not have my recliner delivered by LA-Z-Boy. My so-called "health problems'' are nothing more than I am a senior citizen and at high risk of severe complications from COVID. Many offices require people to wear masks and peopke are asked if they are sick. I have a right to the few very simple and inexpensive and easy things I requested. My request does not put undue burden on the delivery people or LA-Z-BOY of Pensacola. What the company is requiring of me does put undue burden on me. I will have pay a moving company to deliver the recliner. I will have to find a moving company to make the delivery of one item. I forfeit any repair, or compensation for any damage in transport because LA-Z-BOY will not make the delivery. Forfeit the maintenance contract I have with LA-Z-BOY because they did not set up the chair and set up the electronics on the chair. This is all undue burden on me. LA-Z-BOY of Pensacola must deliver the recliner as specified in the contract, in a timely manner. Mary ******** "

  Business response

  08/10/2022

  We are currently working with Ms. ******** to deliver her furniture upon resolution of a chargeback she has filed with her credit card company.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a table and chairs from La-Z-Boy in Pensacola. It was delivered to my home. My mother recived it bc I was at work. Upon inspection and in raising the drop leaf extention I noticed a 9" deep scratch. I called the store and was told their customer care services would call me within 24 to 48 hours. A week went by without a phone call. I went to the store. I was told again someone would call me. No one called. I went back to the store and spoke with my sales person. She emaled a picture of the table top with the scratch to the store manager, and to me she would call me. No one called. I called corporate. (6/28) I was given the run around on the phone. The store manager called me today and said she would have to talk with her general manager and "get back with me". At this point she said her GM was in the store. I went to the store. A sales associate let them know I was there. The Manager and GM WOULD NOT SEE ME. They kept meeting without even stopping to TRY to reconcile the situation, offer assitance.... NOTHING. I was ignored yet again. They could have saved the day by just talking with me and difussing the situation, but they did not.

  Business response

  07/26/2022

  Business Response /* (1000, 7, 2022/07/08) */ Ms. *****'s table was delivered and received in good order. After delivery, she decided she had some issues with it. She came into our store several times and was waited on by, among others, our Customer Care Manager. Our Customer Care Manager tried to help Ms. ***** and had her scheduled to be serviced at the soonest possible date, but Ms. ***** deemed that unacceptable. The Customer Care Manager advises that she even offered to call the technicians to see what could be done to expedite the matter, and Ms. ***** refused. While we understand that Ms. ***** would like to be serviced sooner, our industry, like most industries has been detrimentally affected by a number of supply chain and labor issues rooted primarily in the Covid-19 pandemic. We attempted to do all we could, including taking the merchandise back long after our return policy expired, but she is refusing. In our most recent contact, she simply told us that the matter was being handled. Consumer Response /* (3000, 9, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the respnse. 1.I did not "decide" to have a problem with the table.The table by design has nicks and flaws all over it. A significant portion of the scratch is in the drop leaf side of the table and not visible when the leaf is down. I expected dings, color differences and *****. I did NOT expect a 12" long, stain/paint removing scratch where someone drug something heavy across the table top. 2. IF La Z Boy's "Customer Care Manager" had actually submitted a request to have a technician call me at the "soonest possbile date", why did I have to make 11 phone calls to the Pensacola store and the corporate office seeking help? (are their phone lines dead due to COVID-19?) 3. Why would I go to the showroom 3 different times seeking help and resolution if help had already been given? 4. Why would I trust that the "customer care manager" would do anything she said when my claim had not been acknowledged for weeks? I did refuse to be patronized and promised yet again that "someone would call me within 24 to 48 hours". I asked for a store manager or owner to contact me. That request was never conveyed or was ignored. 5.How is the COVID Pandemic responsible for their INABILITY TO MAKE A PHONE CALL TO A CUSTOMER? What a cop-out! I know they have more customers than just me, and yes, the pandemic has greatly impacted the retail industry. BUT I would think that more than a month later they could manage a simple follow up phone call. Again, To date I have not gotten the first phone call from anyone representing La Z Boy. Not even by mistake was there any follow up for me.Corporate La Z Boy needs to be aware that the Pensacola store is negligent in their customer service, communication and follow up. For resolution I would like a personal phone call from the District Manager for the Pensacola store. They can come and pick up the table from my home after a phone call and apology.

*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. ↩