Business Profile

Furniture Stores

La-Z-Boy

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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.

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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: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.
ATTACH is a copy of the receipt paid for the recliner which was purchased on 06/12/2020. I bought the extended service plan only because they told me I would get my money back if not used, not a store credit. Attach is a copy of the letter for store credit. I would not have bought it for store credit. I don't buy a recliner that often therefore the young lady misinterpret this transaction. She was a new associate at the time, and probably didn't have proper training. The store was not open very long. I usually go to *********, **. To solve this complaint I would like the $68.00 in cash, like I was promised. THIS TRANSACTION HAPPENED WITHIN 1 YEAR.
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 ***** / ********* 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:08/02/2023
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 on 3-5-22, custom leather loveseat recliner for $6953.60 at ********, ** store. Delivered on 9-24-2022 damaged. Emailed sales assoc with photos of damage, damage also notated on delivery receipt. Got a call from customer service on 9-24-22 that replacement back panel to be ordered & would arrive in 6 weeks and would fix the scrapes in the leather. No further contact. On 1-19-23 emailed sales assoc again for an update. No response. Called customer service on 3-15-23 & was given appt for 4-28-23 for repair. On 4-28-23 after not hearing from La-Z-Boy I called & was told I never had an appointment. Offered to reschedule for **** but I was unavailable in May or ****. ***** stopped working on loveseat on 7-2-23. Called 7-11-23 & left voicemail with no return phone call. Called on **** and **** & their center was closed due to a severe storm. Called on 8-2-23 & spoke to a man who said he would order the parts for the power. I asked about the damage/warranty issue & was told that they would have to order the back panel. I said I was told twice that it had come in & he again said he would have to order it. I asked to speak to a supervisor & not be put to a voice mail. He transferred the ********* went to a voice mail of *************************. I didn't leave a message as no one has called me back to date. I called the ******** store & asked for the manager. I explained the situation to the woman who answered the phone. I was put on hold & when she came back on, said the manager is with a customer and would call me back as soon as she was done. I waited 3-1/2 hours with no return phone call and called back again. The same woman who answered the first time told me that the manager was busy doing payroll, which is why she didn't call me back. I told her it was nice to know that payroll was more important than calling me back. She said the manager is very busy and has numerous responsibilities besides speaking to a customer. It has been 10 ********** have no resolution .
Business Response
Date: 08/03/2023
Customer has now been contacted, and tentatively scheduled for 8/5/23, to continue with service of backs as agreed. ***************** order 0803398AHQQ.
Customer Answer
Date: 08/03/2023

Complaint: 20414917

I am rejecting this response because:
The response is too general and not accurate. The response stated:
"Customer has now been contacted" - I have received no communication from La-Z-Boy with the exception of an automated phone message stating I have a service appointment scheduled for August 5. It went to my voice mail, and I have not accepted or rejected the appointment as of this time.
"to continue with service of backs as agreed" - This is not accurate, as there is no continuation of service as no service has ever occurred since I received delivery of this recliner on 9/24/2022.
Lastly, I expect a full explanation of what is going to be done when the potential service is performed. Are they just going to look at it? What about the power that is not working? Sending me an automated message is not sufficient.
After 10 months of runaround, I do not trust that La-Z-Boy will do what they say, since they haven't done it to date. I am still requesting to return this recliner as I am not hopeful that this will be resolved.
Sincerely,

***************************
Business Response
Date: 08/08/2023
Our Atlanta service department is currently working with customer ****** regarding scheduling. Service date [8/5/23] was postponed due to scheduling conflict, and currently scheduled for 8/23/23. Service to be provided will include replacement of the right side (as seated ) upholstery of the back of the reclining loveseat, applying leather pigment to small discolored areas on the back of the reclining loveseat, and resolving a loss of power function.
Initial Complaint
Date:07/28/2023
Type:Delivery 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 ordered a Lazy Boy recliner from the *********, **** Store on 6-3-23. Sales ticket #***-38423. I was very specific that I wanted a swivel. The chair was delivered on 7-28-23 and is not a swivel. They obviously ordered the wrong one. I contacted the store and they confirmed the chair ordered was not a swivel. They said a swivel would cost be an additional $200 and they would not confirm how long it would take. I assume they would also try to charge another delivery fee of $105. This is for my summer home and I will be leaving by Sept. 5th. I just want them to pick up this chair and refund my money so I can buy what I ordered elsewhere and not wait 8 weeks.
Business Response
Date: 08/01/2023
Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *********, ** area. 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: 08/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is appropriate . I didnt realize Lazy Boy was a franchise operation.

Sincerely,

***********************
Customer Answer
Date: 08/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is appropriate . I didnt realize Lazy Boy was a franchise operation.

Sincerely,

***********************
Initial Complaint
Date:07/24/2023
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.
We bought a living room set from LazyBoy in ***********, **. In the less than 2 years we've owned the set, we have had 3 broken recliner handles. Our previous set from them lasted 15 years with only 1 broken handle. The set came with a repair guarantee, but the service center sent us two screws the third time and no replacement part. We were billed $20 for shipping. We have since contacted the service department multiple times to get the correct part with no response. The store manager refused to help, saying they are only in sales and have no one on-site to help. They have failed to live up to the "lifetime repair guarantee" offered at the time of sale.
Business Response
Date: 07/28/2023
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: 07/28/2023

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:07/15/2023
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.
The chair is dangerous. I was caught in it last night and couldnt get out. I had to call for help. The control fell through the chair and I couldnt get out.. if I hadnt been wearing an emergency button I would have still been in the chair. This is unexceptable. Please help me. I dont know what to do..I called the company and they had the nerve to say that they would charge me to remove it.
Business Response
Date: 07/28/2023
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: 08/02/2023
This store is in ************ ** zip ***** You have indicated that you cannot find it I cant report to you if you refuse to recognize that the store exists Also Im *********************************************************************** at ************ so I can explain this problem
y
Business Response
Date: 08/03/2023
After speaking to the store the product was purchased from [ *****************************************************************************, ************ ] we have gained better understanding for this case. The chair was delivered a few weeks ago (+/-) while the terms of the sale indicate a 3 day return policy. The customer was offered technician services, to verify if there is / is not a fault or defect to the product, though the offer of service was not accepted by the customer. Unfortunately, the product cannot be returned. In addition, if the product is a wireless remote operation, in the event the remote has been dropped or misplaced, the chair can still operate with the control buttons fixed to the right arm. If the product is manufactured with a wired remote, the remote can be retrieved by pulling the cord back up through the seat in which it fell through.
Initial Complaint
Date:07/15/2023
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 couch and a loveseat for $8000 and they broke within 4 months of receive them and using them. They assured us these were the best and sturdiest couches on the market and they would last us for up to 15 years so we thought the high price tag was worth it. We tried to call the warranty line but it was a 2 hr+ wait each time and finally got through
Business Response
Date: 07/28/2023
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:06/16/2023
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 recliner broke in March and can no longer recline. Called la-z-boy and first date they could come was May 5th. Service man did not have parts for my chair, so he ordered them to be delivered to our house. We were to call when they arrived which was about a week. We called to let them know parts had arrived and the next date they could come was June 7th. The service man came and the parts were not the correct ones for our chair. He reordered the parts and they arrived on June 15th. We called to let la-z-boy know and the first date they had was July 22nd. I told them this was totally unacceptable and I wanted someone here this June. She said she would e-mail them and let them know. Waiting for call back. The customer service of ******************** is below sub-par. Chair has been broken since March. I will never buy anything from la-z-boy again, and I will tell everyone I know not to buy from la-z-boy.
Business Response
Date: 06/21/2023
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 ** 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: 06/22/2023

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:06/12/2023
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.
Couch and love seat were ordered on 12/29/22 at ******* ***** store. Both have multiple defects including soft cushions. La-Z-Boy offered me $1900 to affect the damaged furniture and I refused. They sent two additional pieces that were also defective. ************* inspector came to my home and said that the second set of furniture cushions are indeed defective.Now La-Z-Boy indicates that the cushions are within spec even though their representative says otherwise. The local store offers no help as they are just a franchise. I highly recommend shopping elsewhere as I have discovered through other sources that La-Z-Boy is no longer making quality furniture.
Business Response
Date: 06/13/2023
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.
Customer Answer
Date: 06/13/2023

Complaint: 20175097

I am rejecting this response because it is a cop out answer. I purchased the furntiture from La-Z-Boy in ******* *****. I am not sure who else to file the complaint against.

Sincerely,

***************************
Business Response
Date: 06/17/2023
As explained, this case has been filed incorrectly against a privately owned and operated dealership operating in Atlanta, Ga.
Please ( a) contact the dealership you made the purchase from to identify the ownership information, or (b) contact La-Z-Boy Incorporated at ************ in order to identify the correct entity to file your case against.
Thank You.
Initial Complaint
Date:06/09/2023
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.
Couch damage from pet. Purchased pet damage warranty. They refuse to cover.
Business Response
Date: 06/21/2023
Complaint ID ******** has been filed against the incorrect business.
The business associated with your complaint is ServeCo llc.
Please remove this posting, and re-file with the correct business.
Thank You.
Customer Answer
Date: 06/21/2023

Complaint: 20167125

I am rejecting this response because: This complaint is to LazBoy because they sold the ServeCo "warranty" by saying "If your pets do anything to the couch, then it is covered". Which I have now found to be a lie based on ServeCo's response.

Sincerely,

***************************
Business Response
Date: 06/24/2023
Specific coverage is determined in the literature of the service plan selected / purchased.
All warranties have limitations.
In all cases, a statement of store policy, legal terms of a purchase, and documented warranty coverage supersede any verbal representation made by any person on behalf of this company.
Initial Complaint
Date:06/08/2023
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 bought this chair for nearly 2000$ total including all insurances in Feb. 2023. It broke soon after. For months I've been listening to ******* and it's insurance provider make excuses, saying they will send a part but they don't. It's now June 2023. First they say they will send a part but don't. Then they say they have to send someone out to inspect the chair. THEY promised a part but it never came. They said it was because they couldn't send a part to a different address than where the chair is. It's at my disabled daughter's house. I've explained this to EVERYONE I've talked too...she cannot accept any deliveries. It must come to my house. I am the buyer of the chair and have the receipt. This has been going on for months. I've talked to the store manager as well. Now I'm ready to file a complaint!
Business Response
Date: 06/10/2023
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.
Customer Answer
Date: 06/12/2023
The local service provider is USQ (Q for Quality)
The store is
La-Z-Boy Home Furnishings & Dcor
la-z-boy.com
********************************************************************;~8.2 mi
**************
according to the number you provided to me.
Let me also add that I bought this chair in February and didn't get it from the store til May (2022). They had to make the chair...but then the warehouse didn't want to send it to the store for pickup so add on those 3 months I lost to my warranty.
While the chair now goes back and forth it grinds. It made a noise before we finally got the power supply but it was a whistle noise. I assumed that was the normal sound of the chair when used. Because it's worse and grinding I assume it's getting worse.
I don't understand why they are insisting that I need to contact another service provider....Lazy Boy is one company. But this is the information. Please refile it with the correct infomation and address.
Thank you.
***********************
Business Response
Date: 06/13/2023
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.
Customer Answer
Date: 06/14/2023

Complaint: 20161421

I am rejecting this response because:
The BBB I filed with is sending my complaint to a 'different district' and they say they can't help me. My point is....LazyBoy is ONE company. I'd appreciate it if my complaInt would be transferred over to where it needs to go (I live in ******** ****). They aren't saying anything except this:
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.
They like ********** *****'s etc. are independently owned and operated but are still connected to the main company. They could have been more helpful to tell me where to send it. I just resent it and had to reject the response. All I want to do is file a complaint. I'd like my complaint records to be included in with the new complaint as it shows the date I originally filled it.
Please help me get this resoved so I can get on with getting the chair fixed by LazyBoy or get a full refund. First I need the BBB to help me get my complaint to the right place. Thanks much.
***********************
Business Response
Date: 06/15/2023
La-Z-Boy Incorporated would be the only entity to answer who the ownership of the location the furniture was purchased from, aside from the location itself. Ownership of a business is public information, and the location in question should be able to answer this directly. Once the ownership has been identified, a new BBB case can be filed correctly with the proper party. Please call ************. Thank You.

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