ComplaintsforLa-Z-Boy Inc.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased 2 couches on January 20 2024 and was told 6-8 weeks. Nothing further was explained or discussed. We told salesman (Peter Romano) that we were ok with that but not much longer. He assured us it would be within that time frame so we agreed and ordered. Paid the deposit and waited. I never heard from them and tried to call the on line order department. I was told they had no record of my order and could not locate it by phone number. I called the store and they then told me order was delayed with a delivery of now March. I heard nothing from them and called on line system in March. No record of my order. Called the store. They now tell me delivery in April or May. May comes and once again nothing so I call back and they tell me May 20. I call back May 17 and they do not take my call. I called several times until I got my salesman and am told sometime in July. At this point I told him I was canceling the order and was done with them. I have tried to email and call both him and manager and NO ONE will call me back. I filed a fraud report with credit company and got my deposit back. Now lazy boy calls me and tells me my order is here. I no longer want or need this after being lied to , ignored, and mislead by the salesman. Please just cancel this order. I will not be having it delivered and have cancelled my credit card. Please follow up with me so I can confirm this has been cancelled

  

  Business response

  06/27/2024

  Dear BBB, 
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience. 
  
  The customer’s store of purchase is independently owned and operated. La-Z-Boy Incorporated does not have access to the store’s customer records. We have contacted the store and requested an update on the customer’s order. The store advised the customer signed the special-order terms and conditions which states that manufacturing delays could occur during the production process. The store was in contact and apologized for the fabric delay. At this time the customer's furniture that was special ordered is in and can be scheduled for delivery. 
  
  Please note that all returns, exchanges, etc. must be done directly at the customer's retail location where they purchased the furniture as they are their customer and all financial transactions have been made through their location (which is not linked to our corporate offices). Per the terms and conditions that were signed at the time of sale, refunds are not available.? 
  
  We kindly ask that this complaint be closed as the customer will need to continue to work through their store of purchase.  
  
  Kindest regards, 
  La-Z-Boy Incorporated, 
  ***** **
  E-Commerce Coordinator 
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/24/23 Purchased leather recliner. Indicated that the sale was “as
  is”; salesperson pointing out that there was a slight (1 inch) rip in
  the right side arm rest. That was acceptable to me.
  January 2024: Contacted Lazy-Boy asking for a review/repair since
  the chair was clunky and pitching to the right(?). It was simply
  unstable.
  2/1/24: Lazy Boy sent out a man (very nice) to evaluate the chair
  and make recommendations. He took many photos of all angles and
  said that the frame of the chair was broken underneath. Apparently,
  there was more than one issue with the structure of the chair. He
  finished the evaluation and left indicating that the company would
  follow-up. NOTE: The original sales tags were still attached to the
  arm of the chair.
  2/22/24: Following the assessment of the chair, Lazy-Boy sent out
  two men to pick up the chair. When they arrived, one of them said,
  “What’s wrong with it?” This further validated to me that the ‘as is’
  sale was unreasonable and should not have been sold to anyone.
  Frankly, it is unsafe.
  Early March ’24: Had not heard from the company about a
  replacement so I called. They indicated that “for some reason”, they
  had the following phone number on file for me (000)000-0000.
  They assured me that it would be corrected. Then, offered to
  replace or refund; later recanting the offer to replace it “because
  the leather was a ‘special order’ and expensive.” They said I could
  replace the chair but would need to pay the difference. A refund 
  would have been reasonable at this point.
  Mid-late March: Was expecting a refund to post to my account and
  it hadn’t been yet.
  April: Stopped by the store seeking a resolution to the problem and
  they were closing. I planned to return. Would prefer to seek the
  resolve face-to-face.
  Mid-May: Stopped in to the store and was greeted by a middle-aged
  man with glasses. He was very friendly and I told him the situation.
  He initially “couldn’t find me in the system” because my contact
  information was not updated as expected. But, he finally found my
  order after sorting through a number of orders with the same phone
  number (000)000-0000. At this point, Lazy-Boy was in receipt of
  the purchase price of the chair for 5 months! The gentleman that
  was helping me said that he would ask the [female?] store manager
  that was expected to work the following day to contact me. He
  updated my phone number in the system and confirmed it with me 3
  times. I suggested that he take a red sharpie and write my cell
  phone number on the outside of the file. It was a friendly [yet
  assertive] exchange and I thought it would finally get resolved.
  WRONG again.
  6/25/24: Still no contact, replacement or refund from the company.
  6 months holding the money I paid for the chair.
  NOTE: I am not a hostile, entitled consumer. My patience is
  evidenced by the fact that I allowed weeks to pass between
  contacts to allow the store time to contact me and/or issue a
  refund. Additionally, I don’t have any interest in publishing this
  concern on the internet and would prefer to resolve it through these
  formal channels. I am calm and reasonable; frankly shocked that
  this was so poorly managed. I would expect that BBB would
  document the fact that a complaint was made [with no specificity]
  to inform the public that there was a concern.
  RESOLUTION: When I consider what a sufficient resolve would be 
  1.
  2.
  3.
  under these circumstances, [as a business owner myself] I would
  go above and beyond to make it right. To consider the following:
   The minimum necessary would be to receive a refund plus 30% interest.
  or,
  To offer any item to be purchased from the company at “cost”/book value;
  applying the amount already expected to be refunded.
  or,
  Replace the exact chair for the amount originally paid. This would be my last
  choice because ordering something would likely require a long wait and I’m not
  confident that it will be sufficiently handled at this point.
  ***I DO NOT WANT TO WORK WITH THE EMPLOYEE THAT SOLD THE CHAIR TO
  ME BECAUSE I BELIEVE THAT SHE IS AT LEAST PARTIALLY RESPONSIBLE FOR
  THIS PROBLEM/POOR CUSTOMER SERVICE. 

  

  Business response

  06/26/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  We have forwarded the customer’s communication to the store of purchase for review. Once the review has been completed, the customer will be contacted.
  
  Kindest regards,
  
  La-Z-Boy Incorporated,
  

  ***** ***********
  E-Commerce Coordinator
  CM ******

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 29 may 2024 i purchased 2 recliner chairs and a sofa to be deleivered on 21 june 2024 both recliners were delievered one recliner was damaged and i refused to accept it. the sofa was not deleivered at all. i have repeatedly tried contacting the store manager and he is just giving mr a line of BS

  

  Business response

  06/25/2024

  Dear BBB, 
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience. 
  
  We have been in contact with the store of purchase, and they advised they have spoken with the customer, and they are scheduled for delivery tomorrow. 
  
  We kindly ask that this complaint be closed as the customer accepted the resolution.
  
  Kindest regards, 
  La-Z-Boy Incorporated, 
  Gabby W.
  E-Commerce Coordinator 
  207-46364

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 19, 2023, I purchased a Pinnacle Gliding Recliner from ******** in ************* for $1,265.54. The chair was delivered on February 3, 2024. About 7-10 days later, I wrote a review that noted fabric pilling on the left arm rest (with pictures), the footrest was loose, and in the recline position the chair was not stable, i.e., is shook like a *************************************************** the 1960s. ******** contacted me and offered to have an inspector examine the chair. The inspector came on March 9, 2024. He immediately noticed the pilling and explained someone would come to the house to re-staple the fabric. Regarding the footrest and chair shaking in the recline position; he admitted that it seemed significant; but was probably within manufactures standards. HE NEVER EVEN SAT IN THE ****** Nonetheless I waited for ******** to contact me about the inspection. They never called. As a result, beginning on March 27, 2024, I reached out to ******** customer service **************. Over a series of phone calls, customer service said the inspector noted the pilling but said the customer did not want it corrected, WHICH WAS AN ABSOLUTE LIE, and the chair was otherwise within ******** standards. ******** called back one last time; but because I had just come home from the hospital after surgery, I asked them to call back. They never did. My opinion is that ******** customer service is dishonest (not the local store in **********, who tries their best to be helpful). I absolutely wanted the pilling corrected and a chair that cost $1,265.54 should be secure in all positions. I would either like a full refund or the chair replaced with a chair with no piling and proper base mechanics. If ******** will not agree, I would also be happy to have any objective third party (not paid by ********) to inspect the chair and let both parties accept the results. Thank you for your consideration of this problem.

  

  Business response

  06/07/2024

  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 manufacturers warranty: ************************************************************.
  
  Upon reviewing this customers concerns, we found that the customer took delivery of their recliner in early February 2024. The customer contacted the service department late February to report concerns with the fabric appearing wavy and the mechanism feeling loose. An appointment with a technician was scheduled for March 9th.The technician found no manufacturing or material defects with the unit.
  
  We kindly ask that this complaint be closed as the customers furniture is up to manufacturing standards.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******************
  E-Commerce Coordinator
  CM ******

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a sofa and recliner from ******** in January, 2024. When the furniture was delivered, the sofa had a broken leg. We rejected delivery until it was fixed. The sofa was finally repaired in February, and delivered. We then discovered that the mechanism to recline both the chair and sofa were defective. Upon contacting the store, the manager informed us that our expectations of quality furniture, in good working order, from ******** was too high. We were then informed by said manager that they had no more to say, and we needed to contact ************** which we did. Parts were then ordered by the service technician, and partially delivered to our home. We once more contacted ******** and were told no service appointment could be booked until all parts were in our possession. After waiting an additional 2 months for the rest of the parts ordered, I called them, and lo and behold, the missing item magically appeared two days later. We the booked the repair session. When the technician came to make the repairs, he informed us that ******** had shipped the wrong repair part for the sofa. This has been an unacceptable experience from beginning to end, and it is STILL not resolved. The customer service from this ******** store is practically non-existent. They got their money, and that is the end of their involvement according to their rather arrogant manager. This is intolerable, and I fully intend to file a complaint with the ************************* of ******** Protection. I will further do everything in my power to warn others not to do business with this store in any way, shape or form. We have received no further contact from these shysters about reclaiming their incorrect part, and replacing it with the correct one. Simply on the basis of extremely poor customer service, and its attendant frustration with expensive furniture that is still in need of repair, ******** owes us either a full refund or some type of discount at the very least.

  

  Business response

  06/06/2024

  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 manufacturers warranty: ************************************************************.
  
  This customer has an open Service Ticket. We have received and reviewed the technicians report from the customers last service appointment. A new mechanism has been ordered and will arrive at the customers home within the next ten days. The customer has been contacted to advise on the next steps.
  
  We kindly ask that this complaint be closed as the customer is being serviced under the manufacturer's warranty.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* R
  E-Commerce Coordinator
  CM ******

• Initial Complaint

  06/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I’m not going to detail my complaint. All you have to do is search Lay Z Boy complaints. I found confirmation of my purchase & lack of an expensive quality product on a Facebook site after searching for problem with recliner purchased 3 months ago. I wish I had researched the company and any complaints before spending over $2k on a recliner.

  

  Business response

  06/04/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their experience.
  
  La-Z-Boy will make repairs within the terms of our warranty to ensure the customer’s furniture meets manufacturing standards. Upon reviewing the customer’s concerns, we found that the customer took delivery of a power recliner in April 2024. However, we were unable to locate any communication from the customer where concerns have been reported.
  
  If the customer believes their recliner is defective, we can have a La-Z-Boy Technician come out to their home. If the customer would like to schedule an in-home service appointment, we ask that they please contact us at ************. Our office is open from 9-6pm EST Monday- Friday.
  
  We kindly ask that this complaint be closed as the customer has been offered service under the manufacturer's warranty.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ******

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Foot rest has never worked on our lazyboy. We had the furniture store take it back for repair shortley after purchase. they returned almost immediately. Said it was fixed. first time we uaed it the same problem occured. This dealer has a reputation for not reparing items and claiming they have been. Contacted lazy boy about the issue. No response. We still have a broken chair. I want it fixed or replaced with a chair that works. and NOT someone else used chair.

  

  Business response

  06/04/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  The customer’s store of purchase is independently owned and operated. La-Z-Boy Incorporated does not have access to the service department’s customer records. We have contacted the service department and requested that they contact the customer to assist with their concerns.
  
  We kindly ask that this complaint be closed as the customer will need to continue to work through their store and service department.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* *
  E-Commerce Coordinator
  CM ******

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2022, I purchased two electric recliner chairs/sofas from La-Z-Boy. I also purchased a $650 Serveco Platinum 5yr service plan. I was told it would cover any problem. I paid La-Z-Boy for this plan. I submitted a claim to get a repair for one recliner that had a problem with the footrest retracting. The claim was declined without explanation other than the problem was not on the list of covered items. I was not told at the time of purchase that this was a third party provider. This is an unethical sales practice and a ripoff.

  

  Business response

  05/16/2024

  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. Electrical components are covered for 3 years, and labor to repair or replace any defective parts is also covered for one year from the date of delivery of the furniture.
  
  At the time of sale, select La-Z-Boy retailers offer additional protection plans through various third-party companies, who offer coverage on an assortment of concerns that fall outside of the manufacturer's warranty. Upon reviewing this customer’s concerns, we found that the customer purchased a protection plan through a company called ServeCo.
  
  As ServeCo is a third-party company, La-Z-Boy is unable to overrule their decision to deny a claim for any reason. If the customer disagrees with ServeCo’s decision to deny their claim, they will need to continue to work with ServeCo. We, La-Z-Boy, do not have access to the third-party warranty company’s customer records.
  
  If the customer’s claim is denied by ServeCo, the customer may contact La-Z-Boy’s service department for repairs. The service department can be reached at ************, or at *************************. The office is open Monday through Friday from 9am to 6pm EST.
  
  We kindly ask that this complaint be closed as the customer will need to continue to work through their third party warranty, ServeCo, or contact La-Z-Boy’s service department for repairs. 
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* **
  E-Commerce Coordinator
  CM ****** 

  Customer response

  05/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  We were never told this plan was by a third party provider.  We were never given any information on the 3rd party provider. We were told by La-Z-Boy employees that it would cover any problem with the mechanism.  We paid La-Z-Boy for this coverage, not a 3rd party.  
  Sincerely,
  
  **** ********

  

  Business response

  05/17/2024

  Dear BBB,
  
  Thank you for alerting us to this customer’s response.

  We have attached a copy of the customer’s sales receipt. Per the sales receipt notes, the customer was explained the benefits of ServeCo and the customer agreed to the terms and conditions.

  As stated in our previous response, if the customer wishes to open a service claim with La-Z-Boy directly, they can reach the service department at ************, or at *************************. The office is open Monday through Friday from 9am to 6pm EST.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* **
  E-Commerce Coordinator
  CM ****** 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7-19-23 I purchased a ******** ******** Rocking Recliner, ID: ********************** for $748.96. The recliner was delivered on 7-26-23. Approximately 3 months later the recliner was leaning to the right when sitting in the chair. I contacted ******** customer service, and they sent a Service Representative to service the recliner. The Service Rep recommended that the seat cushion be replaced. After a few weeks, the Service Rep came back to my home and replaced the seat cushion. The new cushion did not resolve the issue. I contacted ******** again and they sent out the same Service Rep two more times. When I contacted ******** back, they stated that the Service Rep stated that there was nothing wrong with the chair. I insisted that there was a problem and they stated that they would send the Service Rep back to my house. When the Service Rep came back to my house, I asked him what he wrote in his report because ******** told me that he wrote that there was nothing wrong with the recliner. He stated that he did not write that in his report. I finally called a corporate supervisor, who asked me to send photos of the defective recliner, which I did. After she reviewed the photos, she agreed to reimburse my credit card. When I checked my credit card, I noticed that they only reimbursed $641.97 of the $748.96 in March of 2024. I contacted the person I spoke to at corporate and they told me to contact the Saugus, MA store and speak to the Manager. When I contacted the Manager, he stated that he was not willing to reimburse the delivery charge, $106.19, because they use a 3rd party for deliveries. I feel that since the recliner was defective, after 3 months, the delivery charge should be reimbursed. I tried to file a dispute with my credit card however it was over the timeframe. If you require any additional **************** please contact me at ***************** or **************.

  

  Business response

  05/16/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  We have contacted the customers store of purchase to review the customers concerns. The customer has been approved for an additional refund in the amount of $106.99 for the delivery fee.
  
  We kindly ask that this complaint be closed as the refund has been issued and will appear in the customers bank account within the next 10 days.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******************
  E-Commerce Coordinator
  CM ******

  Customer response

  05/18/2024

   
  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.  I want to thank you for your help in this matter.
  
  Sincerely,
  
  **********************************************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a loveseat with an optional console. It was delivered 2/27/24. The drivers did not take any time to confirm the item was quality and left a shipping strap on so the console drawer wouldn't open. The console was poorly installed and crooked. A tech came out,3/16/24 and removed the strap. I contacted customer service to let them know the installation of the unit was still not straight and was given the run around until I slammed them in a review. They said the tech could come back out. At that point I let them know that I really didn't think much could be done to make the unit first rate and that I would prefer credit for the optional console, $120.00 and the delivery service $199.00 since neither met my expectations. Regardless they had the tech come back out 4/3/24 and he did what he could to adjust the unit but it was still subpar. I explained that I would be happy with the credit and he stated he would report that back. A representative emailed me 4/15/24 and asked my availability to discuss the credit request. We set an appointment for a call 4/16/24 which I did not receive. A new time was scheduled 4/19/24 and again I did not receive a call. I contacted again 4/21/24 and explained what I was requesting for the credit and again received no response.

  

  Business response

  05/01/2024

  Dear BBB, 

  
  We are sorry for any frustrations that this customer has encountered throughout their service experience. Our ************ team has tried contacting the customer to discuss different options and left a voicemail on April 15th. We recommend the customer contact our ************ team at ************. 
  
  Kindest regards, 
  La-Z-Boy Incorporated, 
  Gabby W. 
  E-Commerce Coordinator  
  CM # 863120

*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. ↩