Complaints

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:02/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered custom chair and it was delivered on 02.29.2024. Within a few months we noticed the chair was “coming apart”. The seat cushion seams were coming apart and the cushioning that we paid extra for was “collapsing”. Called the store to reach out to the manager and was never able to reach person. Messages never returned. Salesperson referred me to ******* **** service. After several phone calls, a virtual visit, a contractor from ** ******* came to our home and even with my list of issues with the chair, he would only approve a new seat be ordered. Took about 4 weeks to receive to our home. Then had to wait a few weeks for tech to come replace the seat. The seat was not replaced properly and it is crooked and it extends further out over the chair frame than it should. Called their ******* **** service today (2.12.2025); was required to submit pictures of my concerns. Told it is normal for a chair to have a “lip”. NO - that’s not the design of the chair I purchased. I have submitted pictures and also made a direct request to have my chair REPLACED because it does not meet my expectation for quality for the price I paid. Service agent said it will require a review by a Product Specialist. Will take 3-5 days for a response. Also told it is not their policy to replace a piece of furniture based on customer complaint/request. This chair is not well constructed. If they will not refund my money, I want the chair to be replaced.

  

  Business Response

  Date: 02/19/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  La-Z-Boy offers a limited lifetime warranty on the parts of the frame, mechanism, and springs, against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric, leather, and standard foam padding have a one-year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. Labor to repair or replace any defective parts is covered for one year from the date of delivery of the furniture. The following is a link to our full manufacturer’s warranty: *************************************************************
  
  This customer has an open service ticket with us and was contacted this morning. Parts have been ordered to address the customer's concern. Once the technician’s report has been received and reviewed, the customer will be contacted with an update. We are confident that our La-Z-Boy certified technician will be able to repair this customer’s unit and bring it up to manufacturing specifications.
  
  We kindly ask that this complaint be closed as the customer is being serviced under the manufacturer's warranty.

  Customer Answer

  Date: 02/21/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  The issue with this chair has NOIT been resolved.  We have been in contact with ******* **** (*****- Escalation Specialist).  We re awaiting parts to be installed on the chair and then a review of the outcome.  We are in a waiting phase as of this date and I am not willing to accept phone calls and parts as a resolution.  When the chair has been repaired or replaced, I will then be happy to report the outcome.  As of this date, my requirement was to have the chair REPLACED.  However, it was explained that we first have to go through this repair prior to any decision from La-Z-Boy on a replacement or a refund.  

  I am still extremely unhappy with their service, although I will commend the employees I have talked with on the phone are following their protocol that is evidently the policy of this company.  But, I disagree with their protocols and the fact that I have a piece of furniture that I paid for that is an inferior product and does NOT meet my expectations.  The Sales team does an excellent job of making you believe you going to be receiving a top quality product.  

   

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

  

  Business Response

  Date: 02/25/2025

  As per our previous response.  Our ******* **** team has ordered what they feel will take care of this chair for the customer.  The technician is scheduled to go to the home on 2/26 to install a new mechanism and make adjustments to the seat.  We feel that will resolve the concerns the customer is having.

  Customer Answer

  Date: 02/26/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  The ** ******* Tech and his Assistant were sent to our home on 02.26.2025.  He arrived at 9:10 am and had not been given any information from the ******* **** group as to why he was being sent out.  We went over the details that we had shared with ******* **** (***** - Escalation Specialist).  He took our chair apart.  He was unable to fix the chair.  He stated that the seat had been manufactured incorrectly.  He took a box that had two metal brackets that had been delivered to our house by *** ** and told me that he had no idea why those were sent as they would not fix he problem.  He took many pictures of the chair that is "broken" and he also took pictures of the second identical chair that we had purchased from LaZ-Y-Boy.  He said it would take two days for the pictures to be reviewed and he was unable to provide any information as to what the next steps would be.  We were told by ***** on our last phone call with her that she will be calling us on 02.27.2025 to confirm if a resolution was reached.  Resolution has not been reached.  We are back to 'square one".  Again, I am requesting to have this chair replaced.  I still do not understand how they conduct their customer service.  This initial report was made on 12.06.2025 and almost three months later we still do not have a quality item that we PAID for.  I have also reported this business to the ******** ******l for both the states of Michigan and Kentucky (our residence state).  I am still requesting thsii chair be replaced OR a FULL REFUND of the price that we paid.  NOT WILLING TO ACCEPT INFERIOR PRODUCT.  I am also checking into ***** ****** ***** as a next step.  

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

  Customer Answer

  Date: 02/27/2025

  
  

  Complaint: ********
  
  I am rejecting this response because:

  The ** ******* Tech and his Assistant were sent to our home on 02.26.2025.  He arrived at 9:10 am and had not been given any information from the ******* **** group as to why he was being sent out.  We went over the details that we had shared with ******* **** (***** - Escalation Specialist).  He took our chair apart.  He was unable to fix the chair.  He stated that the seat had been manufactured incorrectly.  He took a box that had two metal brackets that had been delivered to our house by *** ** and told me that he had no idea why those were sent as they would not fix he problem.  He took many pictures of the chair that is "broken" and he also took pictures of the second identical chair that we had purchased from LaZ-Y-Boy.  He said it would take two days for the pictures to be reviewed and he was unable to provide any information as to what the next steps would be.  We were told by ***** on our last phone call with her that she will be calling us on 02.27.2025 to confirm if a resolution was reached.  Resolution has not been reached.  We are back to 'square one".  Again, I am requesting to have this chair replaced.  I still do not understand how they conduct their customer service.  This initial report was made on 12.06.2025 and almost three months later we still do not have a quality item that we PAID for.  I have also reported this business to the ******** ******l for both the states of Michigan and Kentucky (our residence state).  I am still requesting thsii chair be replaced OR a FULL REFUND of the price that we paid.  NOT WILLING TO ACCEPT INFERIOR PRODUCT.  I am also checking into ***** ****** ***** as a next step.  

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

  

  Business Response

  Date: 02/28/2025

  Our ******* **** team reached out to ******** letting her know that we will be exchanging the chair for a new one.  I was given this information from my ******* **** team and called ******** earlier today to make sure she wanted the same exact item reordered.  She confirmed that is what she wanted.  The chair is now on order and will be exchanged once it arrives.  Most orders take 6 to 8 weeks to ship and then the exchange is done.  

  Customer Answer

  Date: 03/04/2025

  
  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,
  
  ******** ******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:05/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Purchased a recliner on 10.15.2023. -Paid $2,388.17. -Chair does not work as advertised. -Chair requires a reboot to get out of reclined position 80% of the time. -Called salesperson, ***** a week after purchase with the problem. He explained reboot steps and where to find the instructions on the sales paperwork. Why would instructions for a reboot need to come with a new chair? -Reboot worked to get chair back in standard position. -It continues to happen. -Went back to store to express concern. They said all chairs require a reboot from time to time. (****** on 5.20.24) -Left message for ***** ******* on 5.21.24, no response. -My husband cannot get stuck in reclined position. -The technology is bad, and we are seeking a refund. -No refund offered. Keep getting passed around.

  

  Business Response

  Date: 05/24/2024

  ***** ******* (Sales Manager) spoke with ****** on 5/24/24.  I explained to the customer that we need to have our Comfort Care service department contact her.  ***** from Comfort Care called and spoke with ******.  ***** is ordering the parts she feels will take care of the issue.  ****** was instructed to call Comfort Care once the parts arrive at her home and a technician will then be scheduled to come to the home and install.  The chair is within all first year warranties.   No refunds will be given as this is a custom order.  We will always service the chair under our warranty guidelines.

• Initial Complaint

  Date:03/25/2024

  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.

  Sales ticket #********* Service Ticket *********** Purchase date 05-30-2023 Delivery date 08-25-2023. Finley Sofa $3995.14 which included $150 5 year ******* Add'l 5 year warranty for power feature and fabric protection. 2-5-24 advised Lazy Boy cushions had wrinkling every time they were sat on and fabric showed color transfer on seat cushion where they were sat on. Told someone would call in 2-3 days. 2-15-24 called Lazy Boy again, I had not heard from service dept. On 3-1-24 Lazy Boy service came out and took photos, said someone would call us the following Monday or Tuesday. On 3-20-24 went into the store in Louisville. I took photos showing substantial wrinkling and color transfer. ***** ******* store manager said all fabrics wrinkled when sat on and they did not cover blue jean transfer on fabrics. Said someone from service would call 3-21-24 or 3-22-24. Matter is out of their hands and we can only deal with service dept. On 3-20-24 received email from Heather Dicarlo customer service rep who said the wrinkling was "comfort wrinkles." They are normal in all upholstered furniture and cushions must be fluffed and turned frequently to maintain a "well filled appearance." This sofa has "fixed" seat and back. Cushions cannot be turned or fluffed. Photos service took were taken when sofa had not been sat on for several days. Photos I provided which Mr. ******* declined to keep showed substantial wrinkling after sofa was sat on for less than one hour. This sofa is only sat on when we have company. I purchased 2 recliners at the same time for me and my husband. We have no children in the house. My previous sofa $2000 was 15 years old and showed no wrinkling or color transfer. Warranty was not fully explained at time of purchase and we did not receive a written copy of the warranty until delivery. Fabric choice was recommended by **** ******* at time of purchase. At no time did she state this was a "flexible" fabric subject to wrinkling and color transfer.

  

  Business Response

  Date: 04/01/2024

  The sofa was owned for a little more than 5 months at the time of the first call to report the matter.  Upholstered reclining furniture can develop comfort wrinkles especially in the back of the unit and the seat of the unit over time.  We also cannot control color transfer with fabrics.  Dye transfer could be caused by a new pair of jeans, contrasting blankets, or pillows, etc.  Our technician went to the home and determined the wrinkling in the sofa was normal based on regular use.  We are still waiting on a response from our Comfort Care service division to see if there is anything else they can do to assist in the matter.  We will reach out to the customer once they contact us.

  Customer Answer

  Date: 04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I paid add'l $150.00 for warranty to cover electrical components and fabric.  Lazy Boy keeps referring to the defect as comfort wrinkles and advised me that cushions must be turned and fluffed on a regular basis.  These cushions are stationary and cannot be turned or fluffed.  They also state that the fabric is "flexible fabric." Never heard this term before.  The sofa has marks that can be color transfer but also areas that appear not to be color transfer.  The sales person recommended this fabric.  They should know the quality of the fabrics they sell.  If the fabric was subject to stretching and color change I would think sales personnel would be aware of the possible defects.  They had an exact sofa with the exact fabric in the showroom when we purchased the sofa.  Sales person said if we purchased $150 warranty fabric was covered.  No mention of wrinkling or possible color transfer.  I think they sell enough furniture that customers should be made aware of the fact that wrinkling or color transfer are EXCLUDED.  Interesting to note when I was in the showroom about a week ago, the Findley sofa that was identical to mine was no longer in the showroom.   
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/12/2024

  We have offered to order the customer 2 new upholstered backs as a courtesy.  As stated before, the color transfer can happen from any number of things.  That is not a result of a defective fabric.  The customer has asked to speak with our owner.  Our owner is out of town right now and will be back by Tuesday and will contact the customer at that time to discuss this situation further.

  Customer Answer

  Date: 04/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: Waiting to speak with the owner of the business.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: Waiting to speak with the owner of the business.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/18/2024

  Mr. and Mrs. ****** came into the store today and we provided them with a full refund or an exchange for the sofa in question.  The customer for now elected to obtain a full refund.  We have scheduled to have the sofa picked up on Friday April 26th.  Mr. and Mrs. ****** were happy with the options provided.

  Customer Answer

  Date: 04/20/2024

  
  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,
  
  ****** ******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a replacement couch with a discount being offered as the previous Lazyboy couch fell apart within 2 years. We were assured that all of the manufacturing issues had been resolved. Within 8 months of the couch being delivered we have had the repairman out 3 times and a 4th is being scheduled. Mechanisms are breaking, the sectional couch will not stay together, couch backrest pillows are flattened and lumpy, seat cushions are migrating so you are sitting on bare wood, seams are separating. A young child visiting my home had a hand injury due to a large whole in between the back and seat of a section where there were sharp objects. Lazyboy corporate was contacted and their response was to have the repairmen come out a 4th time with no guarantee. They pretend like this is normal. This is not normal for the amount of money we have spent. We would like the couch removed and a full refund of all monies spent with Lazboy

  

  Business Response

  Date: 01/25/2024

  All of the service is being handled by our Comfort Care service department.  Based on the technician's reports some of this is just from the everyday use of the couch and other issues can be fixed per our warranty which is being handled.  Our Comfort Care team is in the process of ordering some parts and will reschedule the technician to go out and fix as well as assess some of the other issues the customer has noted.  The parts ordered have not shipped, but once they do a representative will reach out to the customer to schedule the technician visit.

• 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.

  We have had issues with almost every component four our 2 couches. I have made multiple attempts to call the La-Z-Boy customer service for +4hours with no one answering within that time. The only success I had was when I contacted the store and the manager had customer service call me. However, they had me file a warranty claim as my husband and I purchased the extended warranty (this claim was denied “due to the preponderance of issues this is a manufacturing issue”). CSR did state that if I did have a technician come out I would have to pay a service call fee and all parts. This is unacceptable for anything other than scratch I have detailed as these are MANUFACTURING issues, not ones that my family has caused. I have attempted to contact the manager at the store twice more with no response. The issues we have with our couches are as follows: 1. Leather – the “leather” is peeling off in certain areas and has changed color and cracked in others. I have followed the directions for leather conditioning only using La-Z-Boy products throughout our ownership of the product. We do have one scratch from our pet that despite our paying for warranty coverage was denied due to the other issues we are experiencing. 2. Mechanics – 3 out of 4 recliners do not fully close when down. You have to manually push the footrest back to completely close it. 3. Foam – we paid for the higher quality foam. Each of our couches has major issues with the foam deflating and you can now feel bare wood on the back of the seats and the armrests. We have also had a front cushion area migrate to under the cushion in the front. This is unacceptable. My family has owned La-Z-Boy products that have held up and lasted for 20+ years and that is the quality we were expecting and paid for and NOT what we have received. I have attempted to resolve this issue with the customer service line and the store, however I work and am unable to spend 4+ hours on hold waiting to speak with them.

  

  Business Response

  Date: 04/11/2023

  Our Corporate Comfort Care service team has reached a solution with Mr. and Mrs. Park.  We have agreed to exchange the merchandise at 70% of the retail price on the units.  The customer was accepting of this and we are now working with the customer in the store on the exchange.

• Initial Complaint

  Date:07/11/2022

  Type:Customer Service 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.

  Full details attached. Will try to be brief here due to character limits. Issues are as follows, sofa delivered damaged (seat completely broken underneath), loveseat was misplaced in warehouse and had to be delivered separately. Also delivered damaged due to motor issue. Notified store and ******* **** (**) immediately. Already had service request (SR) for sofa, called ** and added loveseat to SR. Service tech came, confirmed issues and said parts would be ordered, told to watch emails for order confirmation and updates. A week later we had no updates, so on 6/17 called store manager explained on-going issues and both pieces damaged. He promised to look into the issues and compensation (we requested) for our trouble. He never called back. Sofa parts arrived but no loveseat parts. Called store manager again almost 10 days after he promised a call back and left message for him to call me. He never called back, but had ** to call me. Spent two hours on a Saturday with 3 people from ** only to find out that loveseat parts were not ordered because the loveseat was not added to SR. How is it possible that the tech knew to look at the loveseat if there wasn't an order? Stated they could not order parts until they talked to Service Tech the following Monday. Then scheduled us 6 weeks out for repair and said that was the best they could do. Called store manager next day asking again for help, he said he would have his rep look into this. We now have loveseat parts due to me finally getting ahold of someone at ** myself but we are still weeks from repair and have no word on compensation for trouble. I am sick of all of this mess. We want the furniture picked up and our money back. Both pieces damaged upon arrival, terrible customer service, time wasted, no updates, its awful. Its been 10 days since store manager engaged his "rep" and we have no answers still on a sooner repair date or compensation for this disaster. We are tired of getting the run around for almost 7 weeks.

  

  Business Response

  Date: 07/17/2022

  I have spoke with ****** since this complaint was filed.  We have her service date now set for 7/22/22 which she has agreed to.  We have also agreed to give a discount totaling $511.00 which ****** has agreed to due to the issues. 

  Customer Answer

  Date: 07/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I waited until today 7/22 to decide how to respond based on the service call.  Sofa is fixed but determined the incorrect parts were ordered for the loveseat. Also determined the part ordered has dried glue all over it and couldn’t have been used even if it was the right part. Text the store first thing this morning as that seems to be their preferred contact method, no response. Here we go again except now we have a huge box that we’ll have to figure out how to return. What can be done?!]
  
  Regards,
  
  ****** & ***** ****

  

  Business Response

  Date: 07/27/2022

  Our ******* **** Service department was immediately called after finding out the situation.  The correct part has been ordered and the return service visit has been set up for 8/5 to repair the unit.  We will also take care of removing the box from the home.

• Initial Complaint

  Date:07/01/2022

  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 sectional (6 pieces) from LaZBoy on 8/22/2021. Was told that delivery would be 5-9 months. Original ship date provided after purchase was December 2021. We still do not have our sectional. The ship date keeps getting pushed out further and further without any communication from LaZBoy. All communication in regards to the status of our sectional has been me initiating (me calling the sales representative). Now, they aren't returning my calls. I called on 6/22/22 with no return call and I have called 6/30/22 with no return call. The deposit that we placed is non-refundable since we customer ordered the sectional so I cannot cancel the order or I am out $2,033.87. Also, when we made the purchase, we signed up for their promotional credit card to pay for the remaining balance of the sectional. The promotion was 0% interest for the first 12 months. We're at month 10, almost to month 11 and we don't have the sectional so the balance hasn't been put on the card and we have lost out on 10+ months of the promotional 0% interest so we're either going to have to pay cash for the sectional or pay interest. I just want to know when I am going to receive my furniture and I can't get anyone to call me back.

  

  Business Response

  Date: 07/02/2022

  The customer's salesperson **** contacted **** late Thursday afternoon to provide information on the order.  Two pieces are in and 2 more pieces have shipped.  The armless middle piece has not shipped.  **** is checking the status with our Logistics team on the two pieces that have shipped.  She is also checking the status of the piece that has not shipped.  We have informed **** that we will ship the 4 pieces as soon as they are all received in to our Distribution Center and then deliver the armless piece as soon as it arrives.  **** explained, due to the holiday weekend, that she will not have an answer until the middle to the end of this week.  **** also explained that the financing plan does not begin until the delivery is made.  We hold the contract until the first delivery is made and then we send the contract through.  **** will be reaching out to **** sometime this week to advise of the next steps.

• Initial Complaint

  Date:06/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is against La-Z-Boy furniture. After having my couches for a little while I have noticed several problems. My furniture arrived broken and has several problems from the factory. One of the seats is starting to slope inward toward the center console. The “upgraded” cushions make my butt numb. The spray on the fabric makes my skin itch. There were stripped screws from the factory. I am still waiting on repairs. I was not informed I could never return the furniture. There is something wrong with the frame. The couch backs do not line up. Fabric is coming loose on the back of the couch with exposed staples. The brackets holding the seats to the center console are not lined up. I feel stuck with poor quality furniture that is too expensive. I am not sure what to do but I am not happy and would like a refund. Not sure how to make this happen since the policy is only 3 days for an exchange. The sales ticket #********* on **********, delivery date 04-19-22. The part that arrived broken I have not been able to use. Any help is appreciated. The price paid was $5,079.09. I was not aware I could not return the furniture. I have been waiting several weeks to have the broken parts fixed. The furniture is made with particle board now and not solid wood.

  

  Business Response

  Date: 06/09/2022

  The customer did purchase this on 8/25/2021 and delivery was made on 4/19/2022.  At the time of the purchase, as stated on the signed copy of the customer's receipt, we were quoting 5 to 9 months for the order to arrive in which it did.  This will also be shown on the attachment I have given.  Our service technician went to the home on 4/28 to inspect the units and ordered parts.  A return visit was set for 5/18/22.  The customer was not home for this visit and another visit was set for 6/11/22.  The technician will be able to address the concerns at that time.  Our Comfort Care service department has advised the customer that once the merchandise is in the home our warranty is in place to repair any problems and not to return the merchandise.  The customer has been advised of this.  Also, the signed copy of the customer's receipt states the following:  "SPECIAL ORDER  We make special order furniture specifically for you and your home.  You may change or cancel your order within 3 days of placing it.  After that three-day period, you may not cancel or change your order or obtain a refund."  This would also have been explained to the customer at the time of purchase.  

   

  ***** *******

  Customer Answer

  Date: 06/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The service technician did not show up today. The cushions make my butt numb. I can feel the frame pushing on the bottom of my thighs when I sit down. My feet do not even touch the ground. My skin still itches from the coating. ** **** has been unexpectedly nauseous and vomiting since we had the couch. A manager is not available to take our call. We have documented medical treatment since receiving the furniture. We have also contacted a lawyer. I understand the return policy but we have too many problems including health concerns. I want my money back.
  Regards,
  
  ******* *****

  

  Business Response

  Date: 06/16/2022

  I contacted Mr. ***** on 6/15 to let him know we would be picking up the furniture and giving him a refund minus the delivery fee he paid.  He agreed to this solution.  We are scheduled to pick the furniture up sometime next week.