Business Profile
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.
- 30 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:08/04/2022
Type:Service or Repair IssuesStatus: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.
When I purchased the recliner,(from an authorized dealer/retailer), I was told it had a lifetime warranty on parts and mechanism. I recentry tried to have the chair repaired, I sent the requested information, (picture of the tag). They said they would send a technician to my home to repair the chair. After a couple weeks, I received another call and was informed they would not honor the warranty, because it was not purchased at "one of 6 particular stores". The chair was purchased from an authorized dealer. No where in literature provided, online,etc, was this stipulation listed/stated. I purchased the chair from an authorized dealer in good faith. The agent I spoke with from lazy boy was rude and hung up on me.Business Response
Date: 08/09/2022
Complaint ID ******** has been filed against the wrong business. The business that this case has been filed against does not operate in ********, and only operates in the greater Atlanta, Ga. vicinity. Please void this case, and re-file with the correct business operating in your area. Thank You.Customer Answer
Date: 08/09/2022
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:07/20/2022
Type:Service or Repair IssuesStatus: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.
Purchased a loveseat and sofa from La-Z-Boy for just over $3800.00. Sofa arrived fine. Loveseat was damaged during the transport to us. La-z-boy. Took the loveseat back. Repaired the broken loveseat and delivered it to us. They refunded us the shipping fee of $100. Now we have a fixed piece of furniture but we paid for brand new furniture. Lay-z-boy is not responding to emails in regards to a refund for a fixed piece of furniture.Business Response
Date: 07/21/2022
Complaint ID ******** has been filed against the wrong business. The business associated with the case only operates in the greater Atlanta, GA. vicinity - not the ************, ** area. Please remove this case from our profile, and re-file with the correct business. Thank You.Customer Answer
Date: 07/21/2022
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:07/18/2022
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 ordered and received a lazy boy recliner in December 2021 it started squeaking within 2 months Called customer service they sent a repair man About 6 weeks later. He came and assessed the problem agreed the chair needed repair and ordered parts sent to our house several weeks later another service man came installed parts and chair was ok. About a month later the chair again began to squeal as before Again they sent a service man He said there was nothing he could do and the squeaking was normal I have since called customer service several times and they have done nothingBusiness Response
Date: 07/18/2022
Complaint ID ******** has been filed against the incorrect business. The business associated with this complaint only operates in the greater Atlanta, Ga. vicinity. Please void the case, and re-file with the correct business. Thank You.Initial Complaint
Date:07/10/2022
Type:Service or Repair IssuesStatus: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 have had nothing but problems with the furniture set, since the day it arrived. Last appointment for a service tech to take another look, was booked out 2 months, day before they cancelled. "Several" call attempts have been made, to reschedule, no one answers, "literally holding over an hour" until unable to hold anymore. Also, several emails attempts, no success, it's outrageous. I just need them to fix their product, the recliners have never worked correctly, the hardware from the couch, sliced holes in our floor, our floor is ruined. Desperately seeking help to have this resolved.Business Response
Date: 07/12/2022
Complaint ID ******** has been filed against the wrong business. The business associated with this complaint only operates in the greater Atlanta, Ga. vicinity. Please remove this complaint from our profile, and re-file with the correct business operating in the *******, **. area. Thank You.Customer Answer
Date: 07/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, The complaint was accidentally file towards the wrong location, I apologize. I will re-submit complaint towards the correct ******* **. location.
Sincerely,
*****************************Initial Complaint
Date:07/06/2022
Type:Service or Repair IssuesStatus: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.
On October 28, 2021 my daughter and myself visited this store. The salesperson, *********************************, approached us. While touring the store the only items we liked were in the display window. It was a reclining loveseat and a 1 1/2 seat reclining chair. ******* helped us with getting approved for financing while there in case we wanted to purchase. The chair was $2558 at that time. I took pictures of both pieces but the price of the loveseat is not showing in the picture I took; however, it was less than $3000. (I looked online 6/27/2022 and the chair was listed for $3129 and the loveseat was $3249--a $120 difference). I was approved for $6000 so we decided to purchase both pieces. We upgraded to the mid grade leather for both and SO# *******TXTF totaled $6787.80 with sales tax, $185 delivery and $600 service plan. I gave her $1200 down after she kept trying to get $1800. That left my balance $5587.80 to be paid once furniture was made and delivered in April or May of 2022. Notice finally came June 15, 2022 to schedule delivery and I chose a delivery date of July 15th. I called the store June 16th to see how to pay and **** informed me it was only the loveseat and ******* was on vacation. I called back June 22nd and **** said ******* was at another store and that I should talk to the manager on Friday. I called 6/24 and spoke with ***** (mgr) and he said there was nothing he could offer me from a showroom full of recliners and the chair was discontinued. Also, I could not return a custom order. I then called corporate *************) only to find that the store is an individual franchise but they opened complaint number ****** and told me the store would call me in 3 days. Today is July 6, 2022 and no word from the store and little help from corporate when I called them back today. I did not or would not pay nearly $7000 for a loveseat. At no time did anyone in the store even try to contact ******* or resolve the problem. Now both items show discontinued.Business Response
Date: 07/12/2022
The customer is currently working with our sales team at the original store of purchasing, in order to exchange the items in question.Customer Answer
Date: 07/17/2022
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:07/01/2022
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 purchased a couch in September of 2020. I also purchased a warranty for protection of the material for 5 years. I was told it covered accidental damage. My couch has a tear in the back portion behind the couch. I filled a claim with serveco to have it repaired. My claim was denied because I did not see the tear actually happening. I noticed it when I pulled out the couch to clean it. I have spoken to the serveco company representative as well as the manager of lazy boy furniture on ************** in *******. They both refuse to cover it.Business Response
Date: 07/06/2022
Complaint ID ******** has been filed against the wrong business. Our dealership only operates in the greater Atlanta vicinity. Please void this case, and re-file with the correct business operating in your area. Thank You.Initial Complaint
Date:06/28/2022
Type:Service or Repair IssuesStatus: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.
Purchased sofa with dual recliners;, after sufficient delays, recliner sofa was delivered damaged. After visit by company serviceman, I was told parts must be ordered. To date no repairs have been completed. I have made numerous calls with no response. Meanwhile I have a partially functional sofa.Relevant dates:5/4/2021 ordered dual recliner sofa at Atlanta store, $2919 +$350 service contract+$160 delivery fee 2/4/2022 couch delivered damaged, left recliner broken in transient or while being unpacked 3/15/2022 repair serviceman examined sofa and said parts were broken and would have to be ordered Today 6/23/2022 sofa still not fully functional even after numerous calls to local company, service department and ***** number.Business Response
Date: 07/06/2022
We apologize that production has been slowed during the part order request we have placed to have these concerns resolved. We expect the parts that have been ordered to arrive for a tentative installation date of 7/28/22. The customer will receive a appointment notification on 7/26/22. Thank You.Customer Answer
Date: 07/09/2022
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:06/24/2022
Type:Service or Repair IssuesStatus: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 purchased a genuine leather sofa from La-Z-Boy in August 2020 for $1,683.58. The leather started peeling in November 2021. I spoke with La-Z-Boy customer service and was told there is only a year warranty on leather and this products material is no longer used by La-Z-Boy so they can't repair it. I haven't even had the couch 2 years, I get that eventually leather will wear and fade but genuine leather doesn't peel from a felt backing. Fake leather does but this was sold to me as genuine leather and even the customer service said it was not listed in their system as bonded leather when I called. But again, real leather doesn't peel. Their customer service said they could give me 10% off a new sofa at their store, but that was all they could do. This solution is not acceptable because the product was sold under fraudulent pretenses as this couch is not genuine leather. The price I paid and the length I've had it before it breaking down are also unacceptable but the main concern is that this company is defrauding their customers.Business Response
Date: 06/25/2022
Complaint ID ******** has been filed against the wrong business. The complaint has been [mistakenly] filed against a business that only operates in the Atlanta, Ga. vicinity. Please cancel this complaint & refile with the correct business. Thank You.Customer Answer
Date: 06/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and will resubmit to the correct company location
Sincerely,
*********************
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