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Complaint Details
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Initial Complaint
10/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased two Greyson Power recliners on 4-27-24. They arrived approx 2 months later. One of the recliners was not stuffed properly. The left side was overstuffed and the right side was under stuffed. It is very difficult to sit in the chair and the lumbar support only expanded on one side. I called La-Z-Boy and asked for a replacement since I paid $3,057.52 per chair and I purchased from them because they usually have quality furniture. I called on 7-19-24 and the girl was extremely rude and said they do not replace items, they repair. They sent out a tech and he tried pulling stuffing from right side of chair and moving to left. This did not work and I didn't think it was fair. Called service again and they sent the tech out again. He saw how both the back & Seat were both under stuffed. He said they would decide if I should get a replacement or order new parts. They chose to order new parts which I do not believe is fair. I have yet to received these parts. The last time I called 9-18-24 they had not even ordered the parts. Parts are suppose to arrive Oct 2nd. To date I have spoken to 6 different people. I paid extra money to have a special color leather. I believe they should replace this chair. Can you help?
Business response
10/02/2024
Dear BBB,
We are sorry for any frustration that this customer has encountered throughout their service experience.
I have located their service ticket 803-2798153 and the parts our technician has recommended are currently on order. Once the replacement parts are completed they will ship directly to the customer's home and the customer can contact our Comfort Care team, at 855-802-6636, to schedule the technician to come back to the home to install the replacement parts in accordance with our warranty terms.
We kindly ask that this complaint be closed as we are assisting with the repairs to the product as our warranty provides. Thank you.
Kindest Regards,
La-Z-Boy Incorporated,
****** ********* ********** ********** ** ******************
Customer response
10/03/2024
Complaint: ********
I am rejecting this response because I purchased this on 4-27-24 and it is now 10-3-24. How much longer is this going to go on. So unacceptable. This is my chair that I sit in and I have already got rid of my old furniture. I cannot sit in this chair because it is so off. The last person I spoke with said I should have the parts by 10-2-24. Now they are saying the parts are on order with no date of delivery. I need a date. I also ordered these with a custom color. Can they confirm the parts ordered match my original custom color order. I still say a replacement chair is the right thing to do. I can see by all the complaints on the BBB that this company is no longer a reputable company. I have expressed my concerns in as graceful a manner as possible, but the company will take no responsibility to make this right. Their attitude to me as a client is "too bad". A chair that cost over $3K should not have to be fixed.Sincerely,
Joan DewitBusiness response
10/09/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
Upon reviewing the customer’s concerns, we found that the customer has been in communication with our service department and has an open Service Ticket/Case that is currently under review. Once the review has been completed, the customer will be contacted with an update.
Kindest regards,
La-Z-Boy Incorporated,
********E-Commerce Coordinator
** *******Customer response
10/11/2024
Complaint: ********
I am rejecting this response because:I was in contact with Lazyboy before I contacted the BBB. Since then I have received no help or answers. They still have not answered when they expect my parts to come. Nor have they answered if they ordered the custom color leather that I ordered on these parts. I need Lazyboy to email me and tell me. If you notice in their response, they give no details.
Sincerely,
Joan DewitInitial Complaint
10/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Unable to use power chair for past ***************************** field customer service. Contract you have with third party vendor is not working and is now unacceptable to me. Compensation for poor customer service would be a suitable way to resolve issues and to get chair properly operating in an expedited manner is a reasonable request. The inability to solve issue at store level and the ridiculous training of store personnel to "screen" customers from a higher level of management and potential problem solver(s) within your organization has left a bitter tatse with me.Had I known your service policy before making the purchase , I never would have done business with ********.Initial Complaint
09/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On August 20,2024 we purchased 2 identical reclining lazboy chairs amounting to $1293.58. We picked them up from the warehouse in Phoenix and brought them to our house. After sitting in both the chairs we noticed that they both were not the same in comfort. They look identical but as far as comfort they are completely different. I contacted the salesman JJ he said that he could set for a service tech to come take a look. Possibly take some of the padding out. He mentioned that maybe we need to break it in more. On September 24,2024 the service tech came out and looked at the 2 chairs and said the same thing before he spoke with his boss. That he could possibly take some of the padding out. Then after he spoke with his boss he proceeds to say that there is nothing they can do. To break it in some more. He explained that there are multiple people who construct their chairs so the outcome of the chairs could be different. I told him that I understand but where is the quality control because then these chairs are not the same. As much money as we spent on these chairs, Lazboy isnt concerned about the customers satisfaction nor do they stand by their products. They are quick to make a buck off you and tell you that you need to break it in more. The other chair we purchased doesnt have any issues. Since the tech came out nobody from Lazboy has contacted us. The chair is still uncomfortable to sit in.Business response
10/01/2024
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 manufacturer’s warranty: ************************************************************.
Upon reviewing this customer’s concerns, we found that the customer had an appointment with one of our technicians on Sept. 24th 2024. The technician found the customer’s furniture to be built up to manufacturing specifications; from a repair standpoint, there is nothing we can do to resolve the customer’s concerns.
We kindly ask that this complaint be closed as the customer’s furniture is up to manufacturing standards.
Kindest regards,
La-Z-Boy Incorporated,
********
Executive Escalation SpecialistCM #******
Customer response
10/02/2024
Complaint: ********
I am rejecting this response because: the defects are not visible. It's when you sit in the actual chairs. They are not identical. We purchased 2 of the same chairs. They are not the same. If you have 2 different people constructing these chairs, you are going to have 2 different chairs. It appears that they dont have standards when constructing these chairs nor do they care about the consumer's comfort. As much money was spent on these chairs that is not acceptable. Breaking in the chair doesn't seem to be the correct solution either. There has to be a better solution here.
Sincerely,
****** *****Initial Complaint
09/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bough two upholstered chairs of which one was leather. Also bought a five year Premium Protection Plan at the Same time in 2022. On one side of leather chair the side was improperly sewed causing a ripple affect. Contacted Lazyboy and was referred to ServeCo Service. Claim ******. ServeCo informed me my problem was not covered by them. The chair was not properly sewed on one side; it was not something that happened to the chair and poor workmanship should be covered. I went back to Lazyboy and looked at all the leather chairs on the floor and none of them were rippled so this is not acceptable.Business response
09/30/2024
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 manufacturer’s warranty: h************************************************************
Upon reviewing this customer’s concerns, we found that this customer was scheduled for a virtual service appointment with one of our technician’s on 8/13/2024. The technician requested the right arm cover to complete the repair. We have reached out to the customer advising of the cost for the repair due to being outside of the one-year labor and part warranty. We asked that she contact Comfort Care to proceed with service or if she has any questions or concerns.
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,
******
E-Commerce Coordinator
CM # ******Customer response
10/10/2024
I don't feel I should have to pay $400 additional when I purchased a 5 year platinum protection plan.Initial Complaint
09/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered living room furniture from La-Z-Boy. On 8/17/2024 The sakes associate Peter Satir asked when we would like delivery we agreed on 9/21. Total was $5239.95 I paid deposit of $$2846.88 . Expecting delivery I removed my old furniture. On Fri 9/19 I did not hear from La-Z-Boy about delivery. I called store and I was informed that the associate was let go I asked about delivery they said it will not be available until after 10/21 a full month later. This now has left me with no furniture at all I would not have removed my old furniture had I been told. I feel this is very when I asked what happen they said that’s the reason thief association was let go for lying to customers. They could have notified the associate customers about his deception. I am very disappointed in the way they treat there customer s. I was also told I could pay balance upon receiving the merchandise I now have been told I must pay in full before they will deliver. On bottom of invoice it states that. Except I never signed that invoice so I didn’t Agree to that. I would like to have this resolved as soon as possible. Any I feel that some adjustment should be made to bill for my inconvenience I am not responsible for what their associates do. Thank youBusiness response
09/24/2024
We have reviewed the customer's concerns with the store and they have provided the signed copy of the proof of purchase with their terms and conditions of the sale. I have attached a copy for your review.
I understand the customer's disappointment that his order is not ready for delivery as of yet and that they have removed their previous furniture already. It appears the customer was provided an estimated date of delivery at the time of the sale. The stores would reach out to the customer once the product was received to the warehouse to schedule the delivery of the product. It appears there was a misunderstanding regarding the expected timeframe of the delivery.
It is currently expected to ship from our plant the week of October 21st and the store will notify the customer once it is received at the warehouse to schedule the delivery of the product. The remaining balance on the order will need to be paid when the delivery is scheduled as this is the store's procedure for all orders. Thank you for allowing us the opportunity to review this matter.
Regards,
******
Customer response
09/25/2024
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,
**** **********Initial Complaint
09/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased several pieces of furniture from La-Z-Boy- including an entry way piece, a leather sofa and loveseat, pillows, and an ottoman. This purchase was made in June of 2023. I received the entry way piece and the cabinet doors would not open. La-Z-Boy delivered a second piece and it had the same issues. I was able to return that piece and La-Z-Boy applied that to my sofa and loveseat. When the sofa and loveseat was delivered (4 month wait), the furniture was damaged and of very poor quality. La-Z-Boy sent out a technician (focused on the sofa) and he documented the issues. La-Z-Boy sent another sofa which was worse- even the delivery service said it was poor quality so I returned that. I spoke with the Comfort Care service department to tell them that I wanted a refund but they refused and scheduled for another delivery. It was the same poor quality. I spoke with the Comfort Care center once again and they said that they would not refund as I only had 3 days after purchase to get a refund- without even seeing the produce. In addition- I purchased a warranty for the pieces. They are sending me the same furniture and are giving me a $2000 discount but I am not interested in keeping this poor quality furniture. In addition, they are refusing to update my warranty for this new set- which is 15 months post initial receiving of the original set. I want to return this furniture and get a refund for the product, warranty and delivery costs.Business response
09/27/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
Upon reviewing this customer’s concerns, we found that the customer has been in communication with their store of purchase and the store has allowed the customer to return their furniture for a refund with a 10% restocking fee. Per our terms and conditions of sale the restocking fee is 30% but the store offered an accommodation to the customer by reducing the restocking fee to a 10% .
We kindly ask that this complaint be closed as the customer has agreed upon a resolution through their store of purchase.
Kindest regards,
La-Z-Boy Incorporated,***** **
E-Commerce Coordinator
Customer response
09/30/2024
Complaint: ********
I am rejecting this response because: Based on the poor quality of the sofa and loveseat- I do not feel that a restocking fee is appropriate. I should not have to pay to restock the items for defective products. The store indicated that the document I signed when I purchased the products indicated that there would be a restocking fee if returned however I never received a copy of that document nor was it disclosed to me during my conversation with the sales associate. I also feel that I should not have to pay for the delivery or the warranty and would like that to be refunded as well.
Sincerely,
****** *******Business response
09/30/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their servicing experience.
Upon reviewing this customer’s concerns, we found that the customer had been approved for a reselection of their sofa and loveseat. A reselection is when the cost of the units is issued back to the customer’s original store of purchase so that they may choose a new unit. The new units have been manufactured and are ready for delivery. The customer is refusing this option to resolve and requested a refund. Per the terms and conditions that were signed at the time of sale, which I have attached, refunds are not available for custom orders; however, the store of purchase has agreed to allow the customer a refund with a 10% restocking fee. The customer is also refusing this option to resolve.
We kindly ask that this complaint be closed as we have offered options to resolve.
Kindest regards,
La-Z-Boy Incorporated,
******
E-Commerce Coordinator
CM # ******Customer response
10/01/2024
Complaint: ********
I am rejecting this response because: again- I was never told that custom orders were not returnable even for poor quality. I did not get a copy of that document- only received the actual Customer Cart document. In addition- the replacement soda and love seat that was delivered was the same poor quality. In addition- I was told that I would not be able to update the warranty for the new set. I am requesting a full refund ( including warranty and delivery fees) since it has been over a year that this has tried to get resolved with continued poor quality deliveries where the Comfort Care team repeatedly told me that this quality defects were within their specifications. I should NOT have to pay a restocking fee for such poor quality products.
Sincerely,
****** *******Initial Complaint
09/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a power recliner in May of 2023 and had issues with the mechanics in June of 2024. Have had 5 service people here and 3 of them ordered different parts that were needed. Last person came in August 2024 and disassembled chair and was unable to put it back together. It has sat here for over a month not usable. We have had 2 service appointments since chair was disassembled and they call and cancel each time. This has been going on for about 3 months now, with no end in sight to repair chair.Business response
09/16/2024
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. 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: ************************************************************.
Upon reviewing this customer’s concerns, we found that this customer has been scheduled for an in-home service appointment with one of our technician’s on 09/17/2024. 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’s repair has been completed.Kindest regards,
La-Z-Boy Incorporated,
***** *.
E-Commerce Coordinator
RMS# ***********Business response
09/16/2024
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. 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: ************************************************************.
Upon reviewing this customer’s concerns, we found that this customer has been scheduled for an in-home service appointment with one of our technician’s on 09/17/2024. 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’s repair has been completed.Kindest regards,
La-Z-Boy Incorporated,
***** *.
E-Commerce Coordinator
RMS# ***********Customer response
09/16/2024
Complaint: ********
I am rejecting this response because: Lazy boy has canceled the last 2 appointments and I am waiting to see if they show up on Sept. 17. If they do show up and get my chair repaired I will accept their response. Since they have canceled so many times before I question whether they will be here.
Sincerely,
***** ******Customer response
09/16/2024
Complaint: ********
I am rejecting this response because: Lazy boy has canceled the last 2 appointments and I am waiting to see if they show up on Sept. 17. If they do show up and get my chair repaired I will accept their response. Since they have canceled so many times before I question whether they will be here.
Sincerely,
***** ******Customer response
09/16/2024
If the technician shows up and does repair I will let you know. Can I get back into this website without a code number to report back to you tomorrow if the repair was fixed.Customer response
09/16/2024
If the technician shows up and does repair I will let you know. Can I get back into this website without a code number to report back to you tomorrow if the repair was fixed.Initial Complaint
09/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My wife and I moved to ***** ******** from ****. On August 18, 2024 when the movers unloaded the furniture, they put the back of my La-Z-Boy recliner onto its base. As they did so, a pin fell out from somewhere in the base. We found that the unit needed service, as it made funny noises when it even wasn’t plugged in. And we could not find the power supply for the unit. We called La-Z-Boy in Rock Hill, ***** ******** for service, and were informed that we needed a power supply before a technician could perform any service. On August 26, 2024 the La-Z-Boy representative ordered what she thought was the power supply and had it mailed to us. That same evening, we found the power supply we thought had been lost in the move. So the following week the “power supply" arrived in the mail, and it turned out to be just the power cord, not the cord and the power converter. The technician arrived on September 12, 2024 and quickly put the chair back in working order. Since we had found our power supply, he did not need the other power cord sent to us by La=Z-Boy. Afterwards, on September 12, 2024 I contacted La-Z-Boy to ask to return the cord for a credit. The response was unequivocal: La-Z-Boy ELECTRICAL PARTS CANNOT BE RETURNED. No matter how many different people I spoke with, the answer was the same: La-Z-Boy ELECTRICAL PARTS CANNOT BE RETURNED. The last person also said that the part “could be damaged” in transit. All I am asking for is to return an extension cord that I do not need and cannot use for any other purpose. I have attached a photo of the cord – and the plastic sleeve it came in is visible also. After I return the cord, I am asking to a refund of $33.24. **** * ****** September 12, 2024Business response
09/16/2024
We understand the customer's frustration with the policy of replacement parts being non refundable.
I have reached out to the customer's local service department and they have advised if the customer brings the purchased power cord, either to their store or warehouse, once the part is received back, they can refund the customer for the replacement cord that was ordered for them as a courtesy. They may contact Brian at their customer service number of ************ for further assistance with this resolution. Thank you.
Regards,
******
Customer response
09/26/2024
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,
**** ******Initial Complaint
09/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a sectional from LA Z Boy in Milford, CT on 27 July 2024. The lead time was 6 - 8 weeks as stated by the salesperson and printed on the purchase invoice (attached). After 6 weeks of no correspondence, I called the LA Z Boy corporate and location seeking status. I was told my sectional has not started production and not to expect delivery before November. Associates did not provide any explanation for the delay, did not offer to fix the problem, or any compensation. I spent more than $5K on this purchase and I feel like I am now at their mercy and potential facing significant delays in receiving my purchase. I would like to be contacted by someone from LA Z Boy that can offer solutions to rectify this problem.Business response
09/09/2024
Dear BBB,
We are sorry for any frustrations that this customer is experiencing with their purchasing experience.
Upon reviewing this customer's concerns, we found that this customer was able to discuss further with the store sales manager and it looks like the customer agreed to keep the order and sales manager is going to follow up with him in approximately 10 business days.
We kindly ask that that this complaint be closed as the customer's concern has been resolved.
Kindest regards,
La-Z-Boy Incorporated,
***** **
E-Commerce Coordinator
CM#******Customer response
09/10/2024
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,
***** *******Initial Complaint
09/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Poor **************** and Delayed Resolution for Defective Couch Complaint Description:I purchased a couch from ******** on August 25, 2022, at the ****-Boy store located at *****************************************************************************, under sales ticket number 386-16251. Upon delivery, I noticed a hole in the fabric on one of the armrests. I immediately reported this issue to the delivery personnel and requested that they take a picture and report it to the company.After months of waiting, a replacement part was shipped to us, but it took additional months of persistent follow-up to have someone come and install it. Unfortunately, the wrong part was shipped, further delaying the resolution. It took several more months to receive the correct part, yet no one has come to install it.Throughout this process, I have made numerous attempts to contact ******** customer service at ************, but my calls either go unanswered or I am left on hold for hours without resolution. Additionally, the online form for submitting complaints on the ******** website does not function properly and returns errors, making it impossible to seek assistance through that channel.My experience with ********s customer service has been extremely frustrating, with no clear process in place to ensure customer issues are resolved. I am seeking immediate assistance in having the correct part installed and the couch repaired, as well as a formal acknowledgment of the poor customer service I have experienced.I request that ******** take responsibility for the inconvenience and delays caused and resolve this issue promptly.Order/Tracking Number:386-16251 Desired Resolution:I want the correct part installed on the couch as soon as possible, and I expect a formal apology and acknowledgment from ******** for the poor customer service I have endured. Additionally, I would appreciate compensation for the excessive delays and inconvenience caused during this process.Business response
09/05/2024
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their service experience.
******** 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 and is scheduled for an in-home service appointment with one of our technicians on 09/14/2024. Once the technicians report has been received and reviewed, the customer will be contacted with an update. We are confident that our ******** certified technician will be able to repair this customers 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.
Kindest regards,
******** Incorporated************************;
E-Commerce Coordinator
Customer response
09/06/2024
Complaint: 22232959
I am rejecting this response because: the couch was delivered to me defective and it was not something that got broken or defective over time. Moreover, my service ticket no. That I opened - ************ and service agent was suppose to come on 9/5/24. He never showed up to my place to fix and there was no communication from ******** that they will come or when again. I had to call back again to check status only to find out that now they would come 9/14/24. I do not believe any claims ******** makes on customer focussed or taking care of them. They dont follow through on their commitments ever. Ive been trying to get it resolved for more than 2 years.I used to be big fan of their product and bought 3 times and 1st encountered to deal with customer service *** to fix issue and looks like business has no set up on how to help after sales when things go wrong with customers
Sincerely,
****************Business response
09/09/2024
Dear BBB,
According to the complaint details, the customer's desired resolution is for ******** to finish the job.
As stated in our previous response, the customer scheduled for an in-home service appointment with one of our technicians on 09/14/2024. Once the technicians report has been received and reviewed, the customer will be contacted with an update. If the consumer is still experiencing concerns once the repair has been completed, we would be happy to further review at that time.
Kindest regards,
******** Incorporated,
**************
E-Commerce Coordinator
CM#******
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Customer Complaints Summary
819 total complaints in the last 3 years.
165 complaints closed in the last 12 months.