Furniture Stores
La-Z-BoyThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for La-Z-Boy's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 165 total complaints in the last 3 years.
- 31 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/20/2025
Type:Service or Repair IssuesStatus: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.
The first thing that was noticed was the base of the chair was not black and that is what I ordered. Then I saw how horrible the stitching is in the back of the chair. To top it off the chair makes a horrible sound when rocking. This is a brand new chair which should not have these issues. They want to come out and fix the chair, but why would I spend ******* and have to have the company fix what should have never left quality control. The manager at the store named ********* is very rude. I want a full refund so that way I dont have to deal with this horrible company ever again.Business Response
Date: 02/21/2025
Complaint ID ******** has been filed against the incorrect business.
The business that this complaint has been filed against does not operate in the ********, ** area.
All locations are independently owned and operated.
The business this complaint has been filed against only operates in the Atlanta, ** vicinity.
Please remove this posting, and re-file with the correct dealership in your area.
For more information for the proper dealership information, please call ************.
Thank You.Initial Complaint
Date:01/30/2025
Type:Service or Repair IssuesStatus: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.
I purchased an electric, heat, massage leather recliner from Lazyboy on 11/23/23 which was delivered on 1/20/24. From *******, ******, **. When I received it the seat was higher on one side so was told it was the cushion and it needed to settle so I sat in it till September and it never settled. Lazyboy repair informed me the seat was broken and they needed to order replacement part for it. Got several emails pushing the date till 12/12/24 no emails after that but it said 1/27/25. I was trying to be patient but I have called twice this week and have gotten told that someone would call me or its been escalated and I would get an email. At this point I just want a replacement chair as quickly as possible. I havent heard from bought 3 of these type recliners and a couch and love seat this is the first time I have had trouble getting something resolved. I have worked with their repair **** before successfully so am very disappointed as there also doesnt seem to be anywhere else to turn.Business Response
Date: 02/04/2025
Production of the needed part [ new seat / seat foam ] is currently on back order. The part required to resolve the complaint [ compressed / lumpy foam ] is not detrimental to use in any way. The back ordered part / component does not offer the opportunity to exchange the chair in question as a result. The part [ once produced ] would be installed at no cost to the customer, as it has been reported and validated prior to the expiration of the foam & padding warranty. Thank You.Customer Answer
Date: 02/04/2025
Complaint: 22876089
I am rejecting this response because:
The chair bottom is broken and does adversely affect the use of the chair at this time. Please provide an exchange or refund of chair if you cant provide the replacement part. It has been 5 months and Ive been advised that the leather may not match the original chair even if you ever get it in. The right side of the chair bottom seat is falling downward from the back of the recliner.
Sincerely,
******* ******Business Response
Date: 02/05/2025
The manufacturing warranty stipulates in the event of a product failure, the part or component identified to be faulty or defective, is replaced. Only in the case that (a) a part or component has been identified to faulty or defective, and (b) the part or component cannot be produced, would the transaction of a replacement item be considered. At this juncture, we have not been informed by the manufacturing plant that the part requested ( new seat ) cannot be produced. We are currently communicating with the manufacturing plant as to more precise information on when the new seat will be produced, so that all parties can reach closure in this case. Our apologies for the extended delay of servicing your chair.Customer Answer
Date: 02/05/2025
Complaint: 22876089
I am rejecting this response because:
Its going on 6 months waiting for a replacement part. While I understand the policy isnt reasonable that there be time limit of the part replacement? Ive been told that getting the leather that is no longer produced is the problem. I have suggested bringing the chair in to use the current leather on the chair. This idea has been declined. However this would guarantee that the leather would match. Im willing to take a replacement chair with the same modifications in a different color if need be. Ive never had this kind of problem from Lazy boy before and I have multiple pieces still be used in my home.Sincerely,
******* ******Initial Complaint
Date:01/26/2025
Type:Sales and Advertising IssuesStatus: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 ordered a dresser, as part of a furniture suite, from La-Z-Boy (Kennesaw). The order was placed in May 2024. Since that time, they have attempted to deliver a damaged dresser on four occasions - each time, I rejected the damaged dresser. In fact, with each delivery the damage to the piece was not fixed and had additional problems - the finish, a leg, drawer. The warehouse delivery person indicated that I would have to contact the store to request and receive a refund. I have called, been hung up on, left detailed voice mail messages for two weeks now. After calling today and getting the same person ******** telling me that no one could help me, the store manager was with a customer, etc., I have had it. They need to cough up the refund and now they need to cough up interest to have me make any sort of retraction on the social media campaign I have begun for their scheistering.Business Response
Date: 02/04/2025
The customer has since received their refund. We have closed this case. Thank You.Initial Complaint
Date:01/15/2025
Type:Service or Repair IssuesStatus: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 2 yrs ago and it immediately started wearing out . Not pilling but sloughing off the material. Very very unhappy . Looks worse than sofa it replaced.Business Response
Date: 01/16/2025
Complaint ID ******** has been filed against the incorrect business.
The business that this complaint has been filed against does not operate in the *************, ** area.
All locations are independently owned and operated.
The business this complaint has been filed against only operates in the Atlanta, GA vicinity.
Please remove this posting, and re-file with the correct dealership in your area.
For more information for the proper dealership information, please call ************.
Thank You.
Initial Complaint
Date:01/10/2025
Type:Service or Repair IssuesStatus: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 have been waiting for more than 9 months for a part to repair my recliner and when a part was finally received, it was the WRONG part. The local store (********* in ****) blames La-z-boy; AND La-z-boy will not work with the store or with us for resolution and instead says we must work with the store - even after we've provided documentation of the many long months we've been trying to get this part. It would be the simplest thing in the world for La-z-boy to talk to us and send the part either directly to the store or to us, but according to both Homeworld and La-z-boy headquarters, their policy is that La-z-boy headquarters will only ship the part via container and they don't ship the container until it is full... and in the meantime if they forget to include the part we wait and wait and wait. Please provide us a method of escalation or direct contact to help resolve this.Business Response
Date: 01/15/2025
Hello BBB,
This complaint was forwarded to the incorrect store location. The customer indicates they purchased at ********* in ****, ******* They are not affiliated with the store the complaint was forwarded to.
We regret to hear of the customer's concerns. I have reached out to Homeworld to forward them a copy of the complaint and to request them to follow up with the customer regarding the part order they indicate they are waiting on. I will discuss further the customer's concerns regarding why it has taken several months to receive the parts for the customer's chair. If you have additional questions please contact Home World directly at:
Homeworld Hilo: A La-Z-Boy Comfort Studio
******************************************;
Hilo, HI 96720
************Thank you.
Regards,
******
Initial Complaint
Date:12/27/2024
Type:Service or Repair IssuesStatus: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 bought a **** recliner from Lay-z-boy at their mall ring drive store. After 7 weeks of waiting the furniture was delivered BUT it was not the color I ordered. I waited another 6 weeks for the company to reorder and for the delivery. The second sofa was defective. One of the pieces is uneven, doesnt latch as it should and the back support was crooked. I finally agreed to take the wrong colored couch. It was delivered defective. The right arm was missing a s**** and wobbled. After 1 month a technician was finally scheduled to fix the arm. The other night I sat on the couch and the seat support wood or part of the frame that holds the seat and metal support collapsed. Im 150 lbs and the couch is new. Lay-Z-Boy advertisement is misleading. American made is expected to have high quality and they failed to uphold their own standards. The photo attached is the damaged part that of the couch. Id like to return the sofa and get a refund. The sofa was poorly made and defective. If problems already presented it self within 3 months of delivery what other problems will I encounter in the future. Please help me.Business Response
Date: 01/06/2025
Complaint ID ******** has been filed against the incorrect business.
The business that this complaint has been filed against does not operate in the *****************, ** area.
All locations are independently owned and operated.
The business this complaint has been filed against only operates in the Atlanta, ** vicinity.
Please remove this posting, and re-file with the correct dealership in your area.
For more information for the proper dealership information, please call ************.
Thank You.Initial Complaint
Date:12/26/2024
Type:Service or Repair IssuesStatus: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.
The **** was purchased in early 2022, I believe for about $5,000. In fall of 2024, the frame of the chaise piece on our sectional broke. We reported the issue understanding that ******* offers a lifetime warranty. However, their warranty is only good for 1 year and after that they only cover parts, not labor; which was falsely advertised at the date of purchase. Lazy Boy sent out a repair person who advised the damage was caused due to poor quality products supplied by *******; not by owner use. Since the frame broke, we have been attempting to schedule a repair with ******* but they have continuously either sent the wrong parts or not all parts. They know parts are still needed, but they have not shipped them nor are providing us with an ***. How is it possible or legal that a lifetime warranty on parts is guaranteed, but then the company never supplies them? Additionally, ******* contracts a third party repair service on behalf of the customer, who charges an hourly rate and rounds up to the nearest hour. Lazy Boy informed us that if the repair takes 2 hours and 5 minutes, we will be charged for 3 full hours of time. This practice is not legal. We have also attempted to reach a Lazy Boy manager on multiple occasions, but she is always out of the office and our calls are never returned. We have not be able to safely sit on our furniture for nearly 2 months and counting as LazyBoy is neglecting to follow through on their guarantee and send the appropriate parts. We dont feel comfortable with their repair service and wish to request a whole new chaise, at no charge, with a new warranty, or for Lazy Boy to cover the cost of the parts and labor repairs due to the issue they caused and the continuous delays and lack of action to rectify it.Business Response
Date: 01/06/2025
Complaint ID ******** has been filed against the incorrect business.
The business that this complaint has been filed against does not operate in the ****************, **. area.
All locations are independently owned and operated.
The business this complaint has been filed against only operates in the Atlanta, ** vicinity.
Please remove this posting, and re-file with the correct dealership in your area.
For more information for the proper dealership information, please call ************.
Thank You.Initial Complaint
Date:12/17/2024
Type:Service or Repair IssuesStatus: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 nov ***** I purchassed a sectional sof ******* line at Lazy boy located **************************************** for the ammount of $4,991.56 including fabric protection , delivery and taxes, we were told that will **** *-8 weeks for delivery, the sof was delivered on 11-27-24 we start using it and my wife and I noticed that every time we sit on we start itching this went on for few days , my wife decide to put couple blankets on to isolate us from the material and we were ok, at this poni we do not know if the problem is the the fabric or the chimical that used for the fabric protection, I called the store I spoke to the sales person to address the issue and he told me to contact customer service , I called and I was told that the material meet all the standard and this issue need to be solved at store level , on monday 12-9-24 I went to the store to talk to the store manager and I was told that he was not there and to espect a phone call the next Day, that day late in the afternoon I decide to call the store and a floor manager answered the phone I explain the issue and she told me that need to be handled by the store manager *** *****, the next day the same person called me and she said that the store manager told jet that they was nothing that can be done , on the same day I received a phon call from ***** escalation departement asking what it was the issue , she told me that need to be handled by one of the manager later that day I got another call from ****** saying that she have spoken to the store manager and they will take the sof back if I pay 30% restoking fee , I told her that I will not pay ant restoking fee because its not my fault but theres some wrong with the product, she told me that she will have the store manager calling me , two days went by I dont hear anything about, Thank you ******** ********Business Response
Date: 12/17/2024
Complaint ID ******** has been filed against the incorrect business.
The business that this complaint has been filed against does not operate in the *************, MD area.
All locations are independently owned and operated.
The business this complaint has been filed against only operates in the Atlanta, GA vicinity.
Please remove this posting, and re-file with the correct dealership in your area.
For more information for the proper dealership information, please call ************. Thank You.
Initial Complaint
Date:12/10/2024
Type:Delivery IssuesStatus: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 couch and love seat on 10/16/2024. The furniture was delivered on 10/30. Both pieces were defective. The couch was sent back immediately. The delivery person suggested we keep the love seat until the furniture was replaced. We never received the replacements. On 11/30 the love seat was picked up by la-z-boy. After 7 days of calling, we are unable to get a return call from the representative (***** at ****************). When talking to other representatives the tell us ***** is the only person who can help us. How do we accomplish the refund.Business Response
Date: 12/11/2024
The claims manager [*****] who is responsible for processing refunds was on vacation / out of the office at the time in question. All balances to be refunded are verified by management, prior to issuing the refund due. The customer has since been contacted, and the refund is currently in process.Initial Complaint
Date:11/25/2024
Type:Service or Repair IssuesStatus: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 bought an expensive swivel rocker for $1300.00. The swivel base broke a total of four times. The first time, they made a service visit and lubed the springs. A week later, speaking like crazy. Then second service and third, they replaced the base. Now the screws have broke off again and severe squeaking resumed and they will not answer our email and we have called and left messages and no response.Business Response
Date: 11/26/2024
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the **************, ** area. All locations are independently owned and operated. The business this complaint has been filed against only operates in the Atlanta, ** vicinity. Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************. Thank You.
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