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

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

• 

  La-Z-Boy

  250 Horizon Dr Ste 199 Suwanee, GA 30024-3171

• 

  La-Z-Boy

  1610 Mount Zion Rd Morrow, GA 30260-3012

• 

  La-Z-Boy

  135 S Point Blvd McDonough, GA 30253

• 

  La-Z-Boy

  835 Barrett Pkwy Kennesaw, GA 30144-4926

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:04/07/2023

  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.

  Purchased Nov 25th 2017 (Invoice ****** ***********************)ACK# *********-071-001 After approx. two years a motor died on the one of two recliners purchased.After a very lengthy process, the concierge who was not originally wanting to replace due to the fact we had moved away from the city center, eventually they found a company who diagnosed the issue which was the motor for the leg recliner portion. To save Lazyboy the money and hassle i volunteered to install the replacement motor, this was done and is still working today. Then a year later the other motor went but of course is past warranty, cost for motor only is $307.00. Then a third issue developed after four years of use. Both recliners had the leather starting to delaminate. No warranty per Lazy Boy. We purchased over $10,000.00 of product from Lazy Boy thinking this was a close to lifetime purchase. No satisfaction to date, clearly we purchased some inferior product or batch.

  Business Response

  Date: 04/10/2023

  Complaint ID ******** has been filed against the incorrect business. You have selected a privately owned and operated business, not associated with the location you have made your purchase from. The business that this complaint has been filed against does not operate in ******. 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.

  Customer Answer

  Date: 04/10/2023

  instead of spending two or three hours on the phone, can they not provide the email address to resend??

  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 Sicoumous, ** ( CANANDA ) 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:04/04/2023

  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.

  I purchased a genuine leather couch recliner from Lazyboy approximately seven years ago. I wanted to have a couch that matched my two leather recliners that were purchased from the same store about fifteen years ago, that I was happy with. This couch started losing its color on the seat portion within two to three years, and now there are huge holes on one side of the couch. I tried repairing it with patches, but the holes keep coming back. The material deteriorated beyond repair. I did call ******* a few years ago to issue the complaint, but they refused to do anything.

  Business Response

  Date: 04/04/2023

  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:03/30/2023

  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.

  I purchased a pair of chairs from lazyboy on 04/21 at ***** ********** ********** location. I could not be more disappointed in the product. It took a year for the chair to be delivered and less than 10 months after delivery it broke. *************** plan is incredibly slow and mostly tries to find ways to avoid fixing issues. took 3 months to fix the motor, then they said the problem was the remote, and a month after a tech came out to fix it I get a call about how the part wasn't ordered and wasn't covered. The stitching looks terrible with visible gaps, the wood creaks and moans anytime someone sits in it, it hasn't worked half the time we have had it. Extremely poor build quality.

  Business Response

  Date: 04/01/2023

  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:03/29/2023

  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.

  I own an older La Z Boy chair which was repaired on January 21, 2023. I did pay for the parts and service call. On March 10,2023 at least one of the new parts fell out of the chair making the recliner inoperable. I contacted the service company sent by La Z Boy but they said I needed to contact La Z Boy. I have tried calling several times but only sit on hold for two hours plus each time with no response.The repair I paid for should have lasted more than two months and now it seems no one wants to be responsible.All i want is my chair fixed!

  Business Response

  Date: 04/01/2023

  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:03/28/2023

  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.

  Transaction date:Contacted ********** ** La-Z-Boy store for service in November 19th, 2022.Received the new part on 3/15/2023, after visit was made to determine a new part was needed.March 16th, 2023 reported to Ms. *** ************** new part was delivered. Informed by her that I would be contacted in 24 hours.Then, ******************** response was thanks for informing her that the chair was in line for repair. No avail after 48 hours. If you cannot help I will file a report with the ************ BBB and the ************ *********************** about this matter. I want results immediately.

  Business Response

  Date: 04/01/2023

  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:03/28/2023

  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.

  Sales Bill: ******; then revised due to addition delivery to different address: MFP12189779.Bought the Eldorado chairs along with other furniture on May 2022 in Burlington; delivery with over $500 expense to my house in ******* February 2023. I decided to return but had to delay due to stormy weather. I was willing to rent the trailer to bring the chairs to the Barrie store. The biggest problem: Refusal to exchange or returns two chairs due to past refund date due even though they are not touchable and not being sit. I have not sat on them except testing them. I could not return due to extreme weather. I live almost 5 hours from the Burlington store where I purchased the chairs. Then I moved up north. The closest store-3 hours is ****** store so I was willing in to return them for exchange or credit. I was told to wait by the Burlington salesperson to contact the manager. I was denied considering my chairs as being used.

  Business Response

  Date: 04/01/2023

  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.

  Customer Answer

  Date: 04/02/2023

   
  Complaint: 19862836
  
  I am rejecting this response because it is under the Lazy-Boy.  I didnt know how to use this BBB so obviously I incorrectly picked the wrong American store.  It is for the Lazy-Boy in **********, ******* ******.  Will BBB transferred my concern to the proper contact that lead to the Burlington store?

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

  Business Response

  Date: 04/04/2023

  This is the location in Atlanta, **. communicating with you, the consumer.

  BBB will not transfer the case over to the correct location.

  It must be filed directly.

  On the BBB webpage, enter into the two search boxes on the top banner for "La-Z-Boy" + "******, *********" (******).

  Business Response

  Date: 04/04/2023

  This is the location in Atlanta, **. communicating with you, the consumer.

  BBB will not transfer the case over to the correct location.

  It must be filed directly.

  On the BBB webpage, enter into the two search boxes on the top banner for "La-Z-Boy" + "******, *********" (******).

• Initial Complaint

  Date:03/27/2023

  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.

  We purchased a La-Z-Boy leather power recliner to replace a 30+ year old manual La-Z-Boy leather recliner. The old chair was still in good condition but we are 77 and 78 respectively and have health and mobility issues. The power chair was to help us age in place with additional safety. He needs to keep his legs elevated for health benefits and after two falls, I need to stop trying to get him our of his manual chair.The power chair was purchased September 6, 2021. We paid $2,249.00 for the chair, an additional $250 for a 5 year service plan and $149.94 sales tax for a total of $2,648.94. Sales Order #*******TJEZ Store 98 located *************************************************************************** late November, 2022, the metal leg lift mechanism broke leaving my husband stranded in his chair and leaving me to wrangle him out. He is over 6" tall and weighed 300 lbs. We were referred to a service center and we took the chair to them, left the chair with the service manager who said he had the part and could repair it - for $80! A few weeks later we picked up the chair and all seemed well - UNTIL the arm of the chair started peeling like a red onion! We were trying to ignore the flimsy looking seat and leg rest, but we just couldn't ignore the peeling material. Correspondence with the service manager seems to be an attempt to put us off until we give up or die. I have filed a complaint with the ** AG. We are not alone!Please go to FB page La-z-boy LazyBoy Dissatisfied Customers. it is an eyeopening resource!We've had leather upholstery in cars and trucks for decades, a Coach leather sofa and ottoman for 20+ years, and a red leather Lazy Boy recliner for over 30 years - both in good condition when sold to happy buyers. Now we have an additional fear of faulty wiring. If the metal and leather are sub-par - what else? My husband is a retired arson investigator so we are aware of fire hazards.We have another chair that needs to be returned.Receipts/correspondence upon request.

  Business Response

  Date: 03/28/2023

  This case has been submitted to the La-Z-Boy corporate office for review. The concern with the leather is not currently known to be (a) a defect, or (b) attributed to use in some manner. The covering [ fabric / lather ] is covered under the manufacturer's warranty for a period of 1 year from the point the product is taken into possession by the consumer. Unless the corporate office determines the concern to be a validated manufacturing or material defect, the product cannot be returned, exchanged, or refunded. In the case the corporate office has deemed the concern to not be a defect, any service work / parts would be available on a charge basis. For specifics pertaining to you product warranty, please refer to [ ************************************************************************ ] . As of 3/28/23, this case is still currently being reviewed at the corporate office. Thank You. 

• Initial Complaint

  Date:03/13/2023

  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.

  Lazy boy is not honoring their warranty in a timely manner. I have been trying for months to get my couch repaired. It is currently not usable with a broken frame. First call no appointment for over 4 weeks, they couldnt fix it. They ordered a part but they didnt actually. So when I called them they did. But refused to scheduled an appointment until the part arrived. So I had a huge box to hold until another month the appointment could be made. Then it was the wrong part. The couch was left not usable. Screws all over my floor and they said another part needed to be ordered. This time they want to schedule first (strange) but its over a month out. If I accept that and it actually gets fixed that will over 4 months. Every time I call I either get told I need to call someone else (in a big circle) or someone is busy and they will call back. But they dont. The last call I just had she (******) hung up on me because she claimed I was being rude for not understanding that they were short staffed. I had told her that wasnt my problem I just want my couch fixed soon. I either want an immediate repair within the week and apology. Or a full refund for violating the warranty.

  Business Response

  Date: 03/17/2023

  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.

• Initial Complaint

  Date:03/03/2023

  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.

  Purchase Date: Aug 2022 Delivery Date: Oct 2022 Problem Start Date: Oct 2022 I bought a lazboy rocking recliner and within 20 days of receiving the chair it started started making a loud spring noise. I contacted customer care and left messages however, ******* was never available and none of my 3 calls were returned. I finally called the bank (I had financed the purchase) and disputed the payment since I wanted a solution to the problem. Lo behold, I get a call from ********. For the first time I got to know that the 10 days return policy is for ANY problem including if the chair does not function as designed and if there are issues with noise etc from the chair. A mechanic visit was scheduled who reaffirmed that Lazboy rocking chairs making a lousy spring noise was a KNOWN ISSUE and cannot be fixed. This should have been informed to me when I purchasing the chair and I would not have dropped $2500 on a recliner and take my money somewhere else. I then contacted ******* again, and this time she told me that a) The chair cannot be returned b) ********************* and I was stuck with the chair. She was also ok with me going to social media or complaining about the company and made it very clear that since Lazboy already got paid for the chair I can take up my issue with bank. 10 days return policy no matter what the issue is, is ridiculous. I would like a refund of my chair or an exchange with a product that does not have this problem. I refuse to pay for a chair that I can't bear to have in my home.

  Business Response

  Date: 03/08/2023

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against is privately owned & operated, and 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:02/28/2023

  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.

  Purchased a recliner on 10-11-22 with delivery to be made after manufacture. (special order). Lazy boy called my wife and scheduled a delivery for February 24th, 2023 in the am. On the 24th I received a call that the chair would not be delivered as scheduled as agreed upon. I was told the legs on the chair were bowed.I informed the gentleman that I didnt want a broken chair. He refused to admit the chair was broken. Today is February 28 and still no chair. The chair is somewhere being repaired. No one will answer my calls. Ive paid I total, over $2000 and no chair and no answers.

  Business Response

  Date: 03/07/2023

  Product sku 280400025 received under sales order 1011202XMXV was received by the plant, and opened up for a pre-delivery inspection prior to being loaded onto a delivery vehicle. The front leg/s were found to have a slight inward angle, and appeared to be unsupportive of an individuals weight, and did not appear to be in a condition to allow a consumer to take possession. We notified the customer that we would prefer to not have the product delivered, not knowing whether or not it had any frame issues to be concerned about. The customer assumed the item was broken, in which we responded that it was not. The in house technician inspected the item further, and found the upholstery that is wrapped around the bottom side of the chair was bunched up between the frame and finished leg, which caused the leg to sit at an angle. The tailoring adjustment has since been made, and the customer has been contacted to schedule delivery. The customer has agreed to accept delivery of the product 3/10/23. Thank You.