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

  3451 W New Haven Ave West Melbourne, FL 32904-3539

• 

  La Z Boy Furniture Galleries

  3710 N US Highway 1 Cocoa, FL 32926-8715

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:07/12/2024

  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.

  I purchased a brand new ***************** chair with lumbar support for a cost of $2,848.84 on January 19, 2024, delivered January 26. Chair was manufactured and delivered to ********* store on December 18, 2023. Unknown to me the chair was delivered to me damaged/defective. The chair began to til up considerably a few days after delivery. Within a week or so it was pitching up terribly. I contacted the store and found on February 6, my sales person was working and I planned to be in the ************** area since I am not conveniently located to this area. Sales person was busy and the manager, ******* spoke with me. She refused to acknowledge an issue and said I must deal with Service Manager ***** and stated after 24 hours the store is no longer responsible and I must go through service manager who has the authority to handle any issue. I was later told that is not true by the service manager. The chair base was identified by service as being broken, springs all needed to be replaced and the service technician ***** identified that my head was being pushed forward and that my back was not being support correctly. All these items according to service was repaired but the chair continued to pitch up abnormally and was not the same as in the showroom. They offered to place door strops on the base of the feet which did help a little, but the almost 30 degree pitch up remains, which damaged my wooden floors because the screws are not holding. I was told nothing more can be done. I contacted ******** corporate who stated the Melbourne store is known to them and that franchise stores do not have to adhere to the national ******** policies, and if I had purchased my chair online as I stated I was considering doing, there would have been more latitude and my chair would have been completely replaced or money refunded. Corporate also stated that there have been defective chairs before and that for a new chair to have to have so much replaced, is unusual.

  Business Response

  Date: 07/25/2024

  We are very sorry to hear about your disappointment with your purchase. Unfortunately, there are no refunds or exchanges on special orders. We are happy to service what we sell and replace any broken or defective parts however nothing on your chair is broken. Our service tech has determined that your chair is within specs and the tilt in the back that you are experiencing is the way the chair was designed. 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 21981643
  
  I am rejecting this response because:

  I am glad I am able to communicate directly with the store to resolve this issue. My family and I have been a ******** customers for decades and it is time to purchase new furniture.  In January 2024,I bought a chair which was sold/delivered to me defective/damaged, unbeknownst to me. Only when service came about 10 days after I bought the chair, was I told by the service *** the base was broken and all the springs needed to be ***laced as well as the stuffing.  I never asked for the ***airs or directed them, the service manager told me what needed to be done. The only option I was ever given was a ***air option on this new chair which WAS NOT a special order; it was the last one available in your store inventory.  I bought the chair January 2024 and the sticker shows it was delivered to the ********* store on December 18, 2023.
  The ***airs did not resolve the abnormal 30 degree pitch up and I understand that there are ranges of acceptance, but I have three separate written ***orts from furniture ***air stores telling me the seat mechanisms are not centered correctly and the mounting plates need to be fixed and re positioned.  I bought a new chair and my expectations is to have a new chair not one that has had so many ***airs that is less than a few months old.  This issue which could have been easily solved by ***lacing the unit, instead of defaulting to ***air after ***air and not even asking me the customer what I wanted.  As a ***eat ******** customer this has soured me.  I like my chair and bought it to provide healthier back support; it just does not provide support because it is defective.  Also, the last ***air to the feet of the chair adding door stops with a s**** has caused damage to the wooden floor under the chair, so I am ***orting this damage to you now to be addressed and ***aired professionally.
  ****** at ******** corporate customer support stated this is abnormal for my new chair to have so many ***air issues and that there have been ***orted defective chairs.  ******** corporate will credit the local store for a defective chair for the purchase price, allowing the customer to select a new chair if you notify them and the store will not take a hit. She also added if I bought this online like originally thought to do, I would have been given this option upfront. I would be happy to accept and select new in the factory box chair to resolve this issue. I also found the exact chair at another ******** store out of town recently and took photos showing it does NOT abnormal pitch up like mine; photo attached.
  
  Sincerely,
   
  

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair 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.

  Date 3/25/32 We purchased an 5 year extended warranty for a recliner.. In less than 3 years there are two pieces of plastic that have poked thru the upholstery.We have sent documentation to warranty company and they have declined the claim saying its normal wear and tear.We called the store and was told no manager was available.

  Business Response

  Date: 02/28/2024

  I am sorry to hear that the customer has been unsatisfied with her ******************** purchase but at this point it is outside the one-year ******** warranty and there is nothing we can do at the store level.  Within the first year our service department did everything we could to make the customer happy including replacing the chair once, adding more padding to the back and ordering and replacing the seat and chaise when she did not like the way the fabric looked. After the one-year warranty was over she was advised to contact her extended warranty company to take care of any additional issues. This warranty is through a separate company called Montage furniture services and we have no control over any claims they choose to approve or deny.  
  If the customer feels the chair is defective, she can contact corporate ********
  ******** ****************************************
  One ******** Drive
  ******, ** *****

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21297825
  
  I am rejecting this response because: they sold us a warranty and not honoring it. They collected the money.

  i cant believe they do not honor stand by their product.

   

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

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair 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.

  Purchased leather recliner on 05/28/2022 in the amount of $2418.17. After 2 years the leather is coming off and the stitching is unraveling. I paid $160.00 for a protection plan which the salesperson said would cover any and all damage for 5 years. I contacted Montage protection company and they said does cover not damages. Called LazBoy corporate customer service and sent pictures of the damages. They said the damage is from the customer. This is not acceptable and I sent pictures. Thye will not honor the protection plan and they will not replace or fix the damaged leather reclilner. I feel they are just making excuses for not honoring their products. I would like a replacement or repair. This kind of damage doesn't happen in 2 years.

  Business Response

  Date: 03/24/2023

  I am sorry to hear that you are not satisfied with the leather on your recliner. Here at the store level we can only uphold the La-z-boy corporate policy which is limited to manufacturing and material defects for one year. If you have sent photos to corporate and they have deemed the damage to be in home use, we at the retailor have to go by that assessment. 

  As for the five year protection plan, it is designed to cover any accidental breakage or damage not normal wear and tear. If they have determined that the damage is from accumulation and not an accidental incident we at the retail level can not override that decision. 

  Customer Answer

  Date: 03/29/2023

  
  Complaint* ********
  
  I am rejecting this response because: No I'm not satisfied with the reply from LazBoy. They claim the damage was from me which I can say is not the case. I have a double seater leather recliner & my husband doesn't sit on his side & the leather is coming off & several seams are coming apart. I take very good care of this expensive leather recliner & it shouldn't show this type of wear & tear! They should send a customer service representative out to at least look at this defected furniture. Wondering if there are any other complaints? 
  
  Sincerely,
  
  ****** ******** ****

• Initial Complaint

  Date:01/30/2023

  Type:Product 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.

  La-Z-Boy Furniture Galleries ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? View all La-Z-Boy Furniture Galleries 3.8 (193) · $$$ Furniture store in June Park, FloridaOpen OVERVIEW UPDATES REVIEWS PHOTOS DEALS ABOUT Google review summary 5 4 3 2 1 3.8 (193) Reviews Allsales 38 recliner 34 chair 20 delivery 18 +6 Sort by Most relevant Newest Highest Lowest ****** ****** 6 reviews·1 photo 9 hours ago NEW BUYER BEWARE! I decided to buy my 1st recliner at La-z-boy Furniture Galeries in Melborne, Fl. I thought the name spoke for itself! How sad to see that a few representatives along the way, of what was once such a prestigious brand, have … More *********** ******* 10 reviews 6 months ago Ok so lazyboy as a company and I have owned their products before however this store’s customer service / delivery service is atrocious. We have a 2 story house with a u shaped staircase the delivery driver want to force be to sign a waiver … More 4 La-Z-Boy Furniture Galleries (Owner) 6 months ago Sorry that this happened. Our drivers are experienced and have worked for our family business for many years. If there is a question on wether a unit will be a tight entry they use their best judgement for a successful delivery. Some customers say go for it and others say no and that is why we gave you a complete refund. Thank you. ***** ******* 8 reviews·5 photos 3 years ago Purchased a $5,000 sectional in December 2017. Lots of problems with the purchase, including the saleperson writing down the wrong price on the invoice (cheaper than it was supposed to be) and then trying to get us to pay the difference … More 4 *** ******* 98 reviews·44 photos 2 months ago Great service, very nice selection, we went for 1 chair and bought 2 on a nice sale. ****** ****** 6 reviews·1 photo 9 hours ago NEW BUYER BEWARE! I decided to buy my 1st recliner at La-z-boy Furniture Galeries in Melborne, Fl. I thought the name spoke for itself! How sad to see that a few representatives along the way, of what was once such a prestigious brand, have destroyed its reputation. I purchased a recliner on 11/6/22. The experience in the store, up to this point, was wonderful. I was told my recliner could take up to 20 weeks for delivery, due to it being a special order. I chose my material, features, signed the order and paid for the recliner in full. $2897.53. My recliner was delivered 01/05/23. It was an exciting day! At 4:30AM the following morning I woke to notice that the back of the recliner was leaning to the left. I text my salesman and forwarded photos to him. He responded with, "I'm sorry to see that." "Call the service department to schedule a repairman." I called that morning, and scheduled service. Their repairman Chris arrived at my home, took the back of the recliner off, put it back on, spun it around to me, and it looked exactly the same. Chris then stated, "I can't do anymore, I can see about replacing the back." I was not in agreement with that because the recliner had not been in my home 24 hours and we are already ordering parts. In addition, I picked out a specific fabric that the chair was originally upholstered in, from the same lot of fabric. Now weeks later, they want to replace 1/2 of my recliner. It will be upholstered in the same fabric, however, from a different lot. We all know the two fabrics will never be an exact match. Chris continues to aggravate me by informing me that I will not get back my money, and states, "Your recliner will never be perfect," after I stated that a recliner at that cost should arrive perfect. At this point I just asked chris to leave my home, and he did. Back to my salesman Anthony. Apparently this store has one repairman, so Anthony informed me there is nothing he can do. He stated I should contact corporate. I already had. That was the extent of Anthony's help. Now corporate. I was on hold for one hour and forty-five minutes until someone from customer care finally picked up. I created a case and responded to their email requests for receipts, tags under the recliner and pictures of the recliners issues. I hear nothing from them for over a week. Then I reach out to inquire about the status of my claim. Their response, "We sent it to a "speciality" department, and they said the picture of the tag isn't clear. You need to resend." So, i resend. Another week goes by and I inquire again, via email, about the status of my claim. I received this. "Your claim has been sent to a "representative." We would like to send our repair man out to take a look at your recliner, not one from the store..... So guys, we'll see how this goes! I'll update you, I promise. To be treated with such disregard! If they only knew how hard I worked and saved to finally buy my 1st recliner." But the truth of the matter, not just with this store but so many others, nobody really cares anymore. Spare yourself the aggravation! Read ALL the reviews! And keep your figures crossed. Maybe your purchase will arrive just fine, but if it doesn't...this is your future with purchases made at the La-z-boy store in Melbourne, Fl. Sincerely, ****** * ******

  Business Response

  Date: 02/14/2023

  We are sorry to hear that you have been unhappy with the service that you have received to this point. I understand that you special ordered this chair in mid November and were quoted up to 20 weeks for delivery. Luckily your chair arrived in only 6 weeks and we delivered it immediately on January 3rd. Our service center was called on the 4th with concerns about a crooked back and some operational noises. Our service manager came to your house the next day to inspect the chair.  While he found the chair to be made within La-z-boy specs he did agree that the wing on one side of the back was higher than the other and that he could take the back to the warehouse to make corrective adjustments. You were insistent that the chair not leave the house for repairs and our tech said he could order a new back. It is my understanding that at this point you became angry because you did not want this chair fixed, you wanted a whole new chair delivered.  Unfortunately, our tech has to work within the parameters of our warranty, which means we fix what we sell and only replace the chair if it can not be fixed. At this point you cursed at our tech, called your salesperson to yell at him and then asked our tech to leave your home which he did. This is where our involvement ends. I do not have any knowledge of what happened when you called the corporate offices.

  Business Response

  Date: 02/21/2023

  We apologize for the wait on getting a resolution. The service center is working with corporate product support to get a new back on order for you. We will contact you as soon as we get an ETA and set up service when the new part comes in. 

  Customer Answer

  Date: 02/23/2023

  
  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,
  
  ****** ******

• Initial Complaint

  Date:07/27/2022

  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.

  I purchased a leather recliner from the LazBoy store on 2/16/20 and the sales manager Patty G insisted that I purchase a 5yr protection plan with Montage Cleaner for $99.99 to extend the original warranty. I used the Montage cleaner once this year and it discolored the head rest and arm rest. I immediately contacted Montage and LazBoy on 1/05/22 about this issue and spoke with Heather from LazBoy warehouse who submitted my original claim for me. I contacted Montage on 3//28/22 to see if any update and was advised of the denial. Montage had rejected the claim stating that they believe the cleaner I used was not Montage cleaner. I had sent them photos of everything, but when I got into the portal it shows no photos were received. I had filed a re-evaluation with proof from the contract that it should be covered and highlighted the correct information where it states in the contract why it was covered and still did not get any positive feed back from neither Montage nor LazBoy saying my final review was rejected. At this point I am past upset and was just wanting either company to stand by their word of repair or replacement of the furniture. I never would have purchased this cleaner if they had not been selling it with the furniture. I am positive, after finding all negative information about Montage online, that LazBoy is trying to get out from the fact that they sold this cleaner at same time with the recliner and do not want to honor the sale of warranty since the manager of the warehouse Chris S******* where it was purchased did advise me to call corporate of LazBoy and "maybe they would do me a solid". Corporate was onboard until speaking with Mr. S******* and ultimately it still got rejected. I want this matter resolved and feel like either my claim should be honored as stated it would be under the protection plan of #2.2 Repair Plan / Coverage. Montage website: https://www.furniturecart.com/brand-landing?item=montage-furniture-services-mfs

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/05) */ I apologize for your unsatisfactory experience. The La-z-boy warranty on leather covering is only one year. This is why our store offers an extended warranty through Montage furniture services. I do not know how the warranty was sold to you and the salesperson you dealt with is no longer with the company. However this warranty is designed to cover mechanical breakage or accidental damage not everyday wear and tear. Unfortunately, if Montage has denied your claim there is nothing we can do about it. They are a separate company from La-z-boy.