Business Profile

Furniture Stores

La-Z-Boy

This 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.
41 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/01/2023
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.
Lazboy - ***** **********, ******* ** ***** Purchased 4/23/2023 Delivered 7/25/2023 Sales Ticket # ***-14450 Extremely disappointed with how uncomfortable the couches are. It is painful to sit for very long. We are noticing sore spots on our thighs and back and actually find ourselves avoiding sitting in our living room more often since having them. Not to mention that the couch is noisy. Each time you sit and move creaking sounds are coming from everywhere and are very loud, not something you expect from a brand new couch, or of high quality, and not something Ive experienced before with what would be considered of lesser quality from past purchases of supposedly lesser brands. Its worth mentioning that the in store showroom feels like false advertising. In no way did those couches reflect what we are experiencing with the couches that were delivered to us. I purchased from Lazboy because they make the claim of their furniture being of comfort and quality. In fact they say, unwavering commitment of quality, and so the cost should reflect that, but sadly it does not. We spent ***** after a 30% discount for complete garbage. Its trash! It may look nice but its actually the first time in my life that I have ever experienced an uncomfortable couch, especially right out the gate, and one that causes us pain to sit in for that matter. Unheard of, really!! Customer service said its because its new, but Ive had new couches before and thats never been the experience. Lazboy didnt offer any other resolution. Basically, the only offer coming from them is to send out a technician since its under warranty, but this is not sufficient for us. Its evident that the couch is of poor quality and is falsely advertised from what is shown in store as it doesnt come close to reflecting what was shown to us.
Business Response
Date: 10/02/2023
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *******, ** area. 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: 10/02/2023
I am confused. Did BBB pick a location or did I. I am trying to file a complaint against whoever made the couch, which is *******, and I looked to see where the couch was made which was ****** ********. Please advise.
Business Response
Date: 10/04/2023
In some form, the individual submitting the complaint must identify the entity the complaint is to be filed against -
In your case, the dealer / retailer is in *******, ** - and the manufacturer is in Monroe, ** -
This case was mistakenly paired with a dealer / retailer that is privately owned and operated in the Atlanta, GA. market -
The best suggestion would be to close this case, and reopen a case with help & direction from the BBB office in your area -
Thank You -
Initial Complaint
Date:09/12/2023
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 two ******** electric reclining couches. Paid just under $4000.00 for them on 1-5-2018. At less than 2 years old we began having fading issues with the leather. When we contacted ******** they refused to do anything about it, citing oil from human skin as an issue. Then, at about the 3 year point the leather began to fall apart. This happened on both couches especially in places where the cushion and foot piece contact other components. Now, large chunks of the leather finish are loose and falling off. It's hideous and very sad because now this $4000 set is virtually worthless in such a short time. Btw, we are a retired couple with no pets or children in the home. ******** obviously sold us a substandard product. Beware!
Business Response
Date: 09/13/2023
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.
Initial Complaint
Date:09/11/2023
Type:Order 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 **** and only got **** in return.
Business Response
Date: 09/12/2023
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, 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: 09/12/2023

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:09/10/2023
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.
We purchased three items, recliner, sofa and loveseat.We want better filling material. The material used is awful. U **** and back are not supported.Lazboy replaceded seating foam but worst that before. Terrible!!! Awful customer service.Not happy customer. Especially since this company is so expensive.. expected as customers that the company would and will do better.
Business Response
Date: 09/12/2023
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, 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:09/05/2023
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.
1. Bought a recliner in March. Was to be delivered in May. Paid for half. 2. Chair wasnt delivered until July at which point we no longer needed it because my parents (my dad is a 100% disabled vet) had to move to an assisted living facility with no room for the chair. They were keep $600 to cancel the order so I paid the balance and took the chair. 3. Chair was delivered with no leather care kit. I was told to call the store and go get it there. Really? It is on the slip to be delivered and I have to go out of my way to go get it?4. USB port has never worked. Called local store. Gave me a number to call corporate with a specific extension. My call was never returned. I have no voicemails either. It has been two weeks. Ive only had the chair about 4 weeks so it is under warranty but I also bought the additional warranty. 5. Made a complaint report through Lazboy online. No response. Unprofessional from start to finish. Very unimpressed and wish I had done business with a cheaper more reputable company.
Business Response
Date: 09/07/2023
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.
Initial Complaint
Date:08/31/2023
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 sofa and love seat about 1.5 years ago from Lazy boy in ********** ** and it is falling apart and we cannot get any help on our warranty. I have called and nobody answers the phone. I have been emailing them and they finally sent a repair guy. He looked at it and told us that he has seen a number of these issues with Lazy boy. He told my wife and son that the frame is poorly made and the brackets are loose. The clips have fallen out and he recommends that they replace the furniture. Now the foot rest don't work and there is a broken bracket and so we cannot use it. I have been asking for a copy of the receipt *** now they won't answer.
Business Response
Date: 09/07/2023
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: 09/09/2023

Complaint: 20551881

I am rejecting this response because:
I went to the local Lazyboy and they told us that they couldn't help us and we needed to contact the service center which we have done multiple times without any help. I have asked for a supervisor from Lazyboy to call me at ************ *** I still haven't heard back from anyone.

Sincerely,

Al Sales
Business Response
Date: 09/12/2023
The dealership in Atlanta, ** cannot help or resolve a dispute that originates outside of the Atlanta, **. market. Please contact the corporate office at ************ to file a formal complaint pertaining to warranty coverage, or to gain contact information for the correct service provider in your area.
Customer Answer
Date: 09/14/2023

Complaint: 20551881

I am rejecting this response because: I have called the corporate number and all I get is a recording without the option to leave a message. I ahead sent multiple emails and I cannot get a response from Lazyboy. I am filling this complaint on the Lazy boy corporation. Since this failure is covered under warranty I want this fixed or replaced.

Sincerely,

Al Sales
Initial Complaint
Date:08/22/2023
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.
A couch and 2 recliners were purchased from la-z-boy in ****** ********. 3.5 months ago we contacted la-z-boy about our furniture being broken and asked if it was under warranty. We were told it was and someone would contact us. Fast forward 3.5 months and we still have not have them serviced, no one will return phone calls or text messages, we have filed complaints with the store manager, corporate, and now through the BBB and we still have heard nothing. We regret buying anything from La-Z-Boy due to the lack of communication and total disrespect of returning customers.
Business Response
Date: 08/26/2023
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:08/17/2023
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 two leather recliners in 2021 with a five year extended warranty on the leather. Was told by the salesman anything that happened to the fabric would be covered by this warranty. ******* started to peel off in late 2022 on one chair. Made a claim with lazy boy and was given a number for serve pro, who handles the resolution of these claims. Serve pro refuses to honor the warranty stating its a manufacture defect. Lazy boy refuses to honor the warranty saying its serve pros responsibility to fix the issue. Lazy boy now says the chair had a one year warranty and they will do nothing, it is the responsibility of their contractor Serve Pro to honor the extended warranty that Lazy Boy sells. Purchase of the chairs and warranty were all made in a Lazy Boy store.
Customer Answer
Date: 08/14/2023
The store I purchased the chairs from is:

******** La-Z-Boy Furniture Gallery
995 **********************
******** , ** 30144
phone number ************
Business Response
Date: 08/26/2023
Sales order 0124104QVOI includes 2 leather recliners, as well as a [ purchased ] 5 year service policy through ServeCo that covers incidental damages specifically to the upholstery. The manufacture's warranty is included in all purchases / products that covers manufacturing defects specifically. The manufacturers' warranty for leather is held for 1 year, originating from the original date of delivery 2/25/2021, and has since expired as of 2/25/2022. The concern noted was reported to ServeCo, and denied based on the issue not being a damage attributed to use or an accident. The manufacturer can acquire necessary parts to resolve the issue, though now not being within the warranty period, those parts would be chargeable to order. Please see [ ************************************************************************ ] for more specifics pertaining to warranty coverage through the manufacturer La-Z-Boy.
Customer Answer
Date: 08/26/2023

Complaint: 20456928

I am rejecting this response because:
I paid your company for a five year warranty provided by your contractor. You still refuse to fix the issue. Your remedy has been to ask me to pay almost the full purchase price of the new chairs to re upholster them. The only remedy I will accept is for the warranty you sold in your store ti be honored.

Sincerely,

***********************
Business Response
Date: 09/01/2023
The statement of refusing to honor a warranty, implies the claim reported is a valid claim under the terms and coverage of said warranty, and has been reported within the time restrictions of the warranty. Neither company in this case has refused to cover any validated claim. The dispute is based in a misunderstanding for what each warranty or service plan actually covers, and the length of time the coverage is available. To understand why a claim would be denied from either entity [ La-Z-Boy / ServeCo ] there must be a distinction in what coverage each company provides. La-Z-Boy covers manufacturing defects for the period of 1 year from the date the product is delivered into the consumers possession. ServeCo covers incidental damages for the period of 5 years from the date the product is delivered into the consumers possession. The concern reported ( peeling of leather ) would not be considered an incidental damage, therefore the claim would not be covered under the 5 year *************** plan at any point. Leather peeling is a manufacturing issue by nature, and can only be claimed under the manufacturing warranty. The product was delivered into the customers possession on 2/25/2021. The manufacturers warranty on leather is valid for the period of 1 year, expiring on 2/25/2022. The claim was reported in late 2022 based on the customers notation. Therefore, the claim would also be denied under the manufacturing warranty.
Initial Complaint
Date:08/10/2023
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.
Purchased Sofa on 6/25-2023, $3857.00 On or about 6/27-23 I phoned the store and spoke to employee to see if order could be cancelled since place only 2 possibly 3 days earlier. Employee was told by manager the regional manager would be the only one with authority to authorize and would reach out immediatly via email for approval. For whatever reason the email was not sent until the next day after I called for a follow up. I was told the Regional Manager approved order to be cancelled, but when the employee followed up with the factory they were told that the order had been started the day prior, which could have been stopped had the email been sent out when promised. I have since been trying to reach their Regional, *****************************. She replied to an email I sent to her but did not in any way address my concerns. I asked if she could call me, she had another employee call me on 7/14/2023 to give me a delivery update which is not why I was wanting to speak to her. I requested a phone call, I received a voicemail 10 days later. As of today, I have left 2 messages for her with no response. I attempted to speak to the store manager before requesting to speak to the Regional Manager but she was very rude in her conversation to me. The stores management team caused this delay which seized the cancellation of my order. It has been 7 1/2 weeks since I ordered, I was promised by **** the store manager 6 weeks or sooner and I still don't have my sofa or a correspondence from the *******.
Business Response
Date: 08/10/2023
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.
Initial Complaint
Date:08/06/2023
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 2 fabric covered recliners, and paid a $1615.01 deposit. The chairs were to be delivered no later than the first two weeks of July. That would have been within the 6-8 week time frame that is printed on their paperwork. It is now August 6th, and we don't have the chairs. Each time we call, we are given a delivery date that is farther out. Yesterday they said it would be August 30. And that's not even a guarantee we'll get them on that date. That would be 14 weeks after we ordered them. I asked for a refund. The manager of the store became very rude and told me I couldn't get a refund. I told him they had already breached the contract. He just kept talking over me, being extremely rude, and then told me one of the chairs was in the warehouse and they could deliver it. I told him I had bought a set of two chairs, not one. I need them both. My wife and I are elderly. We needed the chairs for recovery after two serious surgeries. My wife's 3-month recovery is already completed and mine is just starting. It will most likely be done by the time we get the chairs. It has been 10 weeks since we bought the chairs, and the next delivery date they've given is 4 weeks away. They just keep pushing it farther and farther out. We need a refund.
Business Response
Date: 08/08/2023
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the Greater Seattle, ** 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.

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La-Z-Boy is NOT a BBB Accredited Business.