Complaints

This profile includes complaints for La-Z-Boy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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La-Z-Boy has 10 locations, listed below.

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  La-Z-Boy

  1810 Satellite Blvd Ste 300 att: Customer Service Buford, GA 30518-5063

• 

  La-Z-Boy

  835 Barrett Pkwy Kennesaw, GA 30144-4926

• 

  La-Z-Boy

  4551 Olde Perimeter Way Atlanta, GA 30346-1247

• 

  La-Z-Boy

  6321 Arbor Place Blvd Douglasville, GA 30135-7116

• 

  La-Z-Boy

  250 Horizon Dr Ste 199 Suwanee, GA 30024-3171

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:05/13/2023

  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.

  We purchased a reclining sofa at ******** in ******************** ********* one side of the sofa began to sink so I called the store or we purchased it and I told him what the problem was a week or so later my husband called the store they said they had no record of me calling that was on the 5th of March when I called and he told him what the problem was with the sofa he caught three other times finally they came out on the 3rd of April and they took the one end and said it was repairing it they brought it back in one week two days later it was still sinking in he called him back they gave him a hard time and the man at the store said he paid $150 out of his pocket by the time they brought that one end of the couch back the other end was already sinking they said there's nothing they could do we purchased the couch April 12th 2022 I know it's out of warranty but that's why I bought a lazy boy because I thought it would be a good couch a $1,300 couch should last longer than 10 months I'm very upset with it and yesterday I called lazy boy and they kept me on the phone for almost *************************************************************************************** for about 10 minutes and told me that they would call me back they did not call back

  Business Response

  Date: 05/16/2023

  You have filed a complaint against the wrong business. Harveys' is independently owned and operated. You have filed a case against La-Z-Boy Furniture Galleries by mistake. Please file the complaint with the correct business. Thank You.

• Initial Complaint

  Date:05/10/2023

  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.

  Bought two chairs in April 2022. One began to make noise in July and has done so off and on for ages. Does better when cool and dry. Lazboy has been out twice to "spray" springs. They won't replace it but rather want to take it away for ages to repair. We need the chair, otherwise, we wouldn't have purchased it. And getting a response from their third party customer service is a Herculean task. One lady serves several major areas in *****. This lack of "customer service" is horrendous. I won't use them again.

  Business Response

  Date: 05/12/2023

  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 associated with this complaint 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:05/07/2023

  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.

  We paid $160 to La-Z-Boy for installation of a broken part. They shipped the part to us, a cheap plastic knobm and we just installed it ourselves so we do not need them to install and they stole $160 from us! We need a refund of $160 since we do not need installation anymore!

  Business Response

  Date: 05/09/2023

  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 associated with this complaint 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.

  Customer Answer

  Date: 05/09/2023

   
  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:05/06/2023

  Type:Sales and Advertising 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.

  Coupons were offered for merchandise from Lazy Boy store in *******, **. , Nowhere in the ad was a mention of it not being valid on sale and/or clearance merchandise. Virtually everything in the store, especially recliners which is what we were interested in, had sale prices on. We were not able to use the $50.00 coupon.I feel that this constitutes a deceptive practice with the intent of bringing people in the store and not honoring the ad.

  Business Response

  Date: 05/09/2023

  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 associated with this complaint 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:04/27/2023

  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.

  When moving into a new apartment in January of 2019 we purchased 2 new reclining chairs, & a 3 seater leather settee. We were told that the settee was solid leather except for the back, & sides. We also purchased a 7 year extended warranty to protect our investment. Here we are 4 years later & we noticed that on 1 of the side of the cushion that the material has started to peel off, and there was a line on the left ***** *********** had penetrated the material. We contacted ******* who contacted the warranty company. After 3 weeks ,& a couple of calls a technician showed up. He took pictures, said that it was an easy fix. We have now found out that the warranty company will not fix the cushion as they are saying that the material is not leather which we were told that it was. We have contacted the store several times & talked to the manager who has sided with the warranty company. This is why I have contacted you. If a company has stoop to this level to sell a piece of furniture, & misrepresent the material that is in this product I think that it is disgusting. I will do what is humanly possible to expose the business practices of both companies concerned.

  Business Response

  Date: 05/02/2023

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the ******, ** ( ******) area. The business associated with this complaint 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:04/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SO# ******YHQP, with warranty and fabric protection purchased Purchased a custom Colby *** reclining sofa and loveseat at La-Z-Boy **********, ** location on 1/1/23. Total price paid: $7525.95. Delivered with following defects found:Sofa 1.) Right-side of sofa, the footrest is off track, which causes the footrest to hang.2.) Gaps in seat cushions (cushions are sewed in, can't be moved)3.) Gap in front 4.) Bunching in the footrest fabric Loveseat 1.) Gaps in seat cushions (cushions are sewed in, can't be moved)2.) Gap in front 3.) Bunching in the footrest fabric I contacted the local La-Z-Boy call center the same day to report this and spoke to *****. I requested that a technician is dispatched to assess to determine if the problems found can be repaired. Tech named **** came out Wed (4/19), reviewed the issue with the footrest being off-track and determined that he was unable to repair onsite. I pointed out the additional defects, which was documented and took pictures and provided copy of the report. **** informed me that if I don't hear anything within 3 days from the local La-Z-Boy call center, he suggested that I should contact them. **** stated the contact person name is **** (the manager), who should be in touch with me regarding next steps. On 4/21, I contacted the call center again and this time spoke to ****. He stated that the documented information was entered in the system Friday and that **** would be in touch with me tomorrow 4/22. I did not receive a phone call from ****. On 4/25, I contacted the call center again and spoke to **** again. He stated that **** was out to lunch and that he would be calling me today, early afternoon. As of today (4/25), no phone call from **** (or anyone else) to address my concerns. This is very disappointing and frustrating to INVEST my hard-earned money into a brand that I thought was top-quality only to be blown off by the La-Z-Boy staff who would not acknowledge my concerns as a customer.

  Business Response

  Date: 05/04/2023

  Customer was contacted [at home number] on 4/27/23 in  order to schedule service appointment.

  We have not heard from the customer as of 5/4/23 to do so.

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19983134
  
  I am rejecting this response because: this claim is FALSE. I was contacted by **** on 4/27 as a FOLLOW-UP from when the service tech visited on 4/19 to review and document my concerns of my sofa and loveseat. 

  I was informed by **** that the furniture will have to be removed from my home to repair. Per ****, the repair can take a few weeks, including parts delivery. I expressed concern that I and my family will not have anywhere to sit. **** stated that he will have to contact the shop manager to confirm if the parts can be ordered 1st and if one piece can be taken out the home one at a time.  I was expecting a follow-up call from **** the next day. As of 5/5, I have not heard back from *********

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

  Business Response

  Date: 05/04/2023

  Service has now been scheduled. One of two products will be picked 5/9/23, serviced, and returned within an average of 1-2 weeks. At the point the first product has been serviced and returned, we will collect the 2nd of 2 for servicing. At that point, the final item will be returned to the residence, and both products made to meet or exceed manufacturing specifications.

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a new recliner that cost $3800. since the day of delivery it makes a clonking noise every time using, this is an electric recliner . I do not want a $3800 chair repaired when it's brand new company coming to pick up but charging us 30% restocking fee on their equipment.. To me this is totally unacceptable. All we want is a full refund All we want is a full refund

  Business Response

  Date: 04/25/2023

  Complaint ID ******** has been filed against the incorrect business. Each location is independently owned and operated. The business that this complaint has been filed against does not operate in the *************, ** area. The business associated with this complaint 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:04/11/2023

  Type:Service or Repair 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.

  My furniture from Lazy Boy was delivered June 30,2022. By Labor Day the fabric was pulling badly. I spoke with the store I purchased from and was told to call customer care but expect to wait at least 45 minutes to talk to someone. Long story short my neighbor bought Lazy Boy furniture and was also unhappy. ******** care came out and did nothing. ******** told them I had a problem and they said they would call me. Finally someone came out, looked at the problem and stated he would order new pieces. My question was what if it does this again. He said he didnt know. I called CC back and was told they were not ordering pieces and that the service had told me to get a fabric ******. SERVICE PERSON DID NOT TELL ME THAT. So now they are lying to me. Lady from CC said she would send me a link and I could upload my own pictures. I have done that but nobody has ever responded. I am 70 years old, live alone so there is no wear and tear on the furniture. I paid $5,000 for a couch and love seat that look terrible after about 1-3 months. I am really upset about their lack of customer satisfaction.

  Business Response

  Date: 04/14/2023

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *********, ** area. The business associated with this complaint 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.

  Customer Answer

  Date: 04/15/2023

  Please delete complaint. 
  
  

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair 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.

  I purchase a living room set from LA Z BOY in ***** Meza CA, the couches are damage. I made the company and the interior designer as soon as I notice the damage. I was told someone will call me to help me with the return and replacement. It has been since October 2022 and my problem has not been address as of yet regardless of the multiple attempts I have made to solve this issue. I paid $16495.31 for the furniture, I am looking for the company to replace the damage furniture or provide me with a full reimbursement.

  Business Response

  Date: 04/14/2023

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the ***********, **. area. The business associated with this complaint 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

  Customer Answer

  Date: 04/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution acceptable, I will file the complain under the correct store. Thank you for your asssistance. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/10/2023

  Type:Delivery 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.

  Ordered sofa there spent just about $5000. They've come to deliver a sofa 3 different times and it was destroyed before they even took it off the truck. Now we're into this about a year and 4 months. And I haven't seen nothing. I've tried calling lazy boy and they say I have to take the sofa.

  Business Response

  Date: 04/11/2023

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *********, ** area. The business associated with this complaint 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.