ComplaintsforLa-Z-Boy Inc.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Laz Boy Sofa and Love Seat was ordered on 24 May 2024. We had the delivery set up on or about 10 July 2024. The Sofa and Love Seat were delivered and upon setting them up, the Sofa backs were out of alignment. The left seat as looking at the back was off 2 inches from the other two seats. I told the delivery team that I did not want it. The delivery team said that the warehouse said to deliver it anyway and see what happens. The store refused to do anything but repair the Sofa. We waited for the repair and was told it was ready and when delivery was set, we received a call that day saying it was not repaired yet. They said they would repair and then set up another date for delivery. We were called a few days later and said that they are ready for delivery. I set up delivery for 1.5 weeks from then which was 16 August 2024. I received a call on 15 August saying that they were not able to repair the Sofa and would have to special order a new Sofa. I told them that I do not want another Sofa ordered, I want a full refund as this has been going on for more than a month and Lazy Boy knew it was broken to begin with. They said they would have a manger call me on 16 August. I waited until 2 pm and never received a call. I called the store and talked to the manager. The manager said she is not authorized to refund and could only re-order the Sofa. She told me to call corporate. I called corporate and was told that I would have to speak to the regional manager or retail director (*******************). I called the number given and a salesman answered and said that he does not work there and would not give his number out nor would he give ******************* my number. All I want is for them to take back the Love Seat and give me a full refund. I do not want something I have to worry about breaking down when I spend over $6000 on.

  

  Business response

  08/30/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  Upon reviewing this customers 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.
  
  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
  CM #******

  Customer response

  08/30/2024

   
  Better Business Bureau:
  
  I sent an email in a week ago asking to cancel the complaint as the Regional Manager contacted me and said that she was contacting the store manager to let them know to process a full refund. I received my full refund and i am happy with the situation now. 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

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Recliner two seater leather couch is peeling at the seams. The recliner has faded color areas. The company sent an outside company to evaluate the situation. He agreed it should be replaced. He stated that their is defect In the leather.The set is only 5 years old. We have another set we purchased from another company that is 20 years old which is in excellent condition.I cant believe a company such as ******** refuses to help us in this matter.We are seniors citizens and this is difficult for us to handle.

  

  Business response

  08/23/2024

  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 the leather has a one-year warranty on parts and labor. The unit has been in the home for 5 years, so it is past the warranty period.  
  
  We kindly ask that this complaint be closed as the customers furniture is past the warranty time period and any parts and labor are on a charge basis. 
  
  Kindest regards, 
  La-Z-Boy Incorporated, 
  ***********************************
  E-Commerce Coordinator 
  

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  La-Z-Boy furniture sold me a defective couch and is giving me the run around while trying to get it repaired. I purchased the couch on 04/23/2022 in Fairfield, CA. I believed at the time that I was also purchasing a five-year extended warranty. About six months ago we started having trouble with the reclining part of the couch, it would pop out of place and then a few days later would randomly pop itself back into place. We called customer service and were told that we were out of the one-year base warranty and the extended warranty we had purchased was only for the fabric and did not cover any of the parts. The base warranty covers repairs, but you must pay to have them done. We paid $75 to have someone come look at the couch and were told that it was “just what the couch does” it is a safety mechanism to keep things from getting trapped in the reclining arm. Even though nothing was there, it just happens, and we should just pop it back into place. This did not sound correct, but we tried that for several weeks. Eventually both sides were popping multiple times a day and then one side locked into place four inches out and refused to close all the way. A new service technician came out and stated that the bars were now bent and would need to be replaced. He would order the parts and then we would be called to schedule the repair and given the cost. This was on July 24, 2024. The parts were ordered and finally received on August 5, 2024. Repair was scheduled for today and was $100 per hour with a two-hour estimate. When the service man arrived today, he said the lift mechanism was only ordered for one side and the springs that were sent matched the old mechanism style even though the new style was sent. He must order the parts again and then come back once they are received. I immediately called La-Z-Boy to speak to a manager, but no one is available until Thursday the 15th. I asked to speak to the repair department, but they leave at 3pm.

  

  Business response

  08/16/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  We are unable to locate the customer’s sales information in our system using the contact information that the customer had provided. We have contacted the customer to request more information regarding their purchase. Once we have a response from the customer, we will be able to assist further.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  

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

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I and my wife purchased two new recliners (which we tried out in the store) from La-z-boy on April 9, 2024. Each recliner was priced at $1499 minus a sale discount of $375 each. We also purchased a height extender (called a tall base) for each recliner at a cost of $100 minus a sale discount of $25 each. A grand total of $3084.67. Of course, we also paid $200 for delivery to our home which occurred on April 27,2024 When we receive the recliners we found that they were much more difficult to operate than we could manage. We called the sales associate at La-Z-boy to complain and he said he would send someone to check them out. We have had two calls from "service" individuals and both said they couldn't do anything about the problem except apply an extended handle. The extended handle would only be about 2 1/2 inches longer than the original handle and would not help. We have heard nothing more from La-Z-boy since the last "service" visit which was on July 24, 2024.

  

  Business response

  08/05/2024

  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 was scheduled for an in-home service appointment with one of our technician’s on 7/24/2024. The technician advised that both chairs are up to manufacturing specification and that the customer may find it easier to operate with the elongated handles. The total for both elongated handles would be $72.54 plus tax. 
  
  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  
  ***********

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Recliner under carriage broke and cut the electric supply cord. The recliner is about one year old. I contacted Lazyboy (LB). They told me since we ordered it thru QVC to call our local store for repairs, ********* ** at the numnber they provided. The number was not ********* it was **** **** ***** ********, First Mistake. They told me to go to some web site and fill out a service request. My computer totally would not get to the site. I called them. They said they had been having some issus with the site. Second mistake. They give me a phone number to text my chair info and and some one would contact me. I did that. No one called me. They had give me the wrong number. Third mistake. I finally got someone lady on the phone and she said turn the chair over and take pictures and send to her. I did that. Now week 3. She said they would give me an "estimate" to repair it. I said it was under warranty. she said yes if my wife and I would haul it in to them and still pay for "handling" charges on the parts. HANDLING!!! They were shipped straight to my house for me to handle. Week 4. Now I have parts. I have paid them $316.75 for their FREE warranty on the recliner. This is false and misleading advertisement and should be addressed. I finnally got another person on the phone today (8/1/2024) and inquired as to the date of possible repair of my recliner that's "under warranty'. I was informed that the earliest date of possible repair was 8/22/2024. 6 weeks after contacting them about the failure of the chair. The worst customer service I have ever encountered in my 71 years on earth.

  

  Business response

  08/05/2024

  Dear BBB, 
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience. 
  
  The customer’s store of purchase QVC does not provide service, so the customer had to work with their nearest service location. La-Z-Boy offers a one-year warranty on the labor so since the customer is outside of the one-year labor warranty the labor will be on a charge basis. 
  
  Please note that all returns, exchanges, etc. must be done directly at the customer's 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 the service center for repair and we do not offer refunds. 
  
  Kindest regards, 
  La-Z-Boy Incorporated, 
  ***** ********
  E-Commerce Coordinator 
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased furniture in July 2022. We were sold an additional warranty for $302. We were told it covers the fabric, structure, cushions etc, essentially soup to nuts any issues. When I call La-Z-Boy they are telling me that there is an hourly rate for service and I have to pay $169 per hour to have someone come look at the furniture. Then they may not cover my issues unless the issue meets certain criteria and was reported within a certain time frame. My extended warranty as you can see on the receipt says 5 years. I'm in year 2. When the item was purchased this was sold as covering the furniture and all repairs, you spill coffee on it, you tear it etc. There were no qualifiers, there was no mention of paying the hourly fee for service calls. This additional warranty was 1/6 of the price of the couch, it wasn't cheap and now it appears they have no plan on honoring what was sold to us and what their sales manager promised. This strikes me as consumer fraud and upselling. If I was told that it only covered damage or wear and tear under certain conditions and had timeliness within the 5 year window for reporting issues I would have never spent the money for an additional warranty. I feel cheated and lied to as a consumer. It seems like now that I need to exercise the warranty there are rules which make me pay anyway despite having already paid for this warranty which is above and beyond the manufactures warranty.

  

  Business response

  07/31/2024

  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.  
  
  We, La-Z-Boy, do not have access to the third-party warranty company’s customer records. The customer will need to continue to work through ServeCo for an update on their claim.  
  
  We kindly ask that this complaint be closed as the customer will need to continue to work through their third-party warranty.   
  
  Kindest regards, 
  La-Z-Boy Incorporated, 
  ***** ********
  E-Commerce Coordinator  
  *********

  Customer response

  07/31/2024

  
  Complaint: ********
  
  I am rejecting this response because: La-Z-Boy is not acknowledging the practice of their employee in how this warranty was sold.  At no time was it ever told to us that we had to pay a fee to have someone come look at the furniture to see if it qualifies for warranty claims.  When I contacted La-Z-Boy and used their phone tree to get to service the woman from La-Z-Boy offered to charge me $169/hour to have a service call to see if the frame/support was covered by warranty.   At the time of purchase the La-Z-Boy employee, not a third party employee made promises to us as consumers about the coverage and never spoke of how there would be additional charges to have my furniture checked to see if it qualified for a warranty repair.  I feel I was overpromised on how this warranty would cover my furniture to encourage my to purchase this warranty for $302.  Now to see if I can get warranty work I must spend another $169 for the first hour, paid in advance so a total of $471 before I can even hope to have the warranty acted on.   

  This is deceptive and intended to be so difficult for consumers to access so that they get frustrated and walk away.   I'm sure La-Z-Boy receives commission on these extra warranty sales.  So to now say it's not their issue is crap.  In addition that does nothing to have the part of the warranty they say is a lifetime warranty looked at for where my furniture is sagging and may have damage.  

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

  Customer response

  08/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: This response is simply a cut and paste form their first response.  They do not address that there is a fee of $169/hr to have La-Z-Boy come see the product to determine whether or not it is going to be covered by La-Z-Boy under their portion of the warranty.  This is a hidde fee never disclosed during the purchase process.  Big talk about how they warranty the product but now it is disclosed that just to come look it costs money.  Also they fail to address that their salesperson who sold us the third party warranty never clearly explained that this was handled all by an outside party.  It was all discussed as "WE" warranty the product and "WE" cover , rips, tears fabric etc.  Never was said you deal with someone else and how that process would actually work.  It was all misleading making it sound as if La-Z-Boy was warrantying the product for an extended time, not that they were actually selling a product for a third party.  Now they simply want to walk away and push all responsibility to the third party.  It's classic shady business practices.  If their employee had explained an you this clearly at the time of purchase, that there were additional fees to access warranty work, and that I'd have to find and deal with a third party rather than my local store I never would have purchased the warranty.  They oversold how great it is and that it covers all aspects of the couch , structure, fabric, stuffing etc.  Simple when in fact it is the farthest thing from simple and it isn't even free after I paid over $300 up front to have this warranty coverage.   It's a deceptive business practice to upsell the customer and then never deliver on what you sold.  And the defense of go see that guy not me is just crap.  
  
  Sincerely,
  
  ******* *****

  

  Business response

  08/16/2024

  Dear BBB,
  
  Thank you for alerting us to this customer’s reply.
  
  Unfortunately, the terms of the protection plan do state that coverage is against specific stains. If a claim is denied by ServeCo, then the La-Z-Boy warranty terms apply as follows. 

  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. 

  As we have followed the terms of the protection plan, we are unable to assist you further.

  We kindly ask that this complaint be closed as the customer will need to continue to work through their third party warranty. 
  
  Kindest regards,
  La-Z-Boy Incorporated,
  NAME
  E-Commerce Coordinator
  *********

  Customer response

  08/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  It's ridiculous that they can continue to respond and ignore the issue of the hidden fees to execute the warranty and the failure of their employee to disclose any of the procedures while upselling the customer on a warranty that they don't actually service.  They can reply 10 more times but they still haven't addressed the issue that pertains to how their employee didn't adequately cover any of this information while upselling me.  This is the fraud, sell a product under false pretenses , make money off it and know that the consumer will never be able to execute this and get a claim done without later having to pay you more money.  This is such a poor business practice.  It's not enough that you make money on the furniture but then you are deceptive and make more money on a bad warranty and when I try to execute it you want to charge me money for exercising my warranty rights.  It's deceptive at best and straight up fraud in the worst light.  You're thieves.  
  Sincerely,
  
  ******* *****

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Delivered 5/9/2024. From the time we got it within the week the corner section was lower it tilts toward right. They came out and they found stitiching inferior on the right side loveseat. and the remote kept failing and they ordered a section on that. The tech saw what we meant about the cushion for corner, Said he was ging to address it and also go see the store model to see if it was different. We did also go to the store though we already knew we would of never purchased if it felt like it did. The tech told us when he returned for the other fixes that Lazy Boy said they called us. They had not I told him unless their number comes thru as scam, He said they were not going to do anything. He said he would go back to them, All of a sudden we got an email asking the problem and info they had like the tag on the bottom of the corner unit I could not get a pic of. They wrote back and said now that they are sending fill for the seat. We paid $5k for this we have bought from lazy boy years ago and the quality was great . I sit on the corner unit. No Im not fat. it sinks to the right and it has spring sounds when you sit on it ,I want the corner unit replaced or they can take it all back and refund money. We reported a week after getting.

  

  Business response

  07/31/2024

  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 was scheduled for an in-home service appointment with one of our technicians on July 16th, 2024. The technician ordered parts for the corner unit. We sent an email that advised once the part is received to call Comfort Care at ************ to schedule the technician to install the part. This part will bring the unit up to manufacturing specification. 
  
  We kindly ask that this complaint be closed as we are following our warranty and completing the service request.

  
  Kindest regards, 
  La-Z-Boy Incorporated, 
  ***** ********
  E-Commerce Coordinator  
  CM # ******

  
  

  Customer response

  08/05/2024

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

  The tech is currently here, fixing it today. It's the 5th of August. Secondly, you say that it will bring it up to the specifications. It was supposed to be so that tells me that I was correct because it wasn't right.
  
  Sincerely,
  
  ******* And **** *********

  

  Business response

  08/07/2024

  Dear BBB,
  
  Thank you for alerting us to this customer’s reply.
  
  After reviewing the customers service ticket, ***********, we found that the customer had an appointment with one of our technicians on 8/05/24. Following the completion of service, the technician found the customer’s furniture to be built up to manufacturing specifications; from a repair standpoint, there is nothing further 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,
  

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

  Customer response

  08/07/2024

  
  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.

  It was an improvement so i disagree it was no change .

  But whatever. Customer care sucks. Tbey are great trying to make a sale anf tell u how great  they are .

  
  Sincerely,
  
  ******* And **** *********

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date -April 24 Defective chair lift recliner Store refusal to process a total refund Offered a store credit -see attached documentation.

  

  Business response

  07/24/2024

  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.
  
  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
  CM #******

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional from ******** Home ******************* delivered on 20 Jan 2024. In May a discovered mouse in my house before a trip abroad and immediately called Terminex. While gone my daughter came in from ***** to house-sit and after she returned let me know she noticed a hole in the sectional. ******** came out and said there was no way the hole could have been caused by a mouse. I then called ********...The technician agreed there was a hole and then proceeded to turn over to obtain serial numbers and took pictures of what he said was a mouse nest. When I called Terminex back, they came with a supervisor who said it was not a nest and there was no droppings. ******** was extremely rude when I called a said they would not send another technician to my home and the warranty I purchased was voided even though ******** said it was there when the sectional was delivered. I have been unable to enter my basement since this started as I am terrified and just want the sectional out of my home. I have been in my home since 2007 and have never seen a mouse. I am extremely upset over this entire event and want the furniture removed as soon as possible.

  

  Business response

  07/24/2024

  Dear BBB,

  The consumer, ***, called in very upset as the tech found a mouse nest inside of her unit. The consumer then had a extermination company out who advised they found no droppings and that the hole was not made by a mouse. the consumer is upset that we will not order parts and send a tech out under warranty to fix this. I advised the consumer that this is not a m/m defect and that due to the tech's findings we can not have a tech out. The consumer is upset as she believes no one is taking accountability about this and she no longer has a warranty. I advised the consumer she still has a warranty for m/m defects but that we CAN NOT send a tech out, due to this tech's findings. The consumer is not happy with this information. I offered to the consumer that we can order parts (on a charge as this is not a m/m defect) and that she can look into her own tech if she wants this fixed. The consumer does not want to pay right now and is going to look into this further.

  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 #******
  

  Customer response

  07/28/2024

  
  Complaint: 21993475
  
  I am rejecting this response because: As identified in the in the attached photos there was no way to identify that there was a hole in the couch upon arrival. Because the pillow is affixed, the only way to see the hole is by pulling the pillow back.  Additionally, I can provide affidavits from family members who have stayed in my basement just prior to the arrival of the furniture who can affirm there was absolutely no signs of mice in my basement. I can get an attestation from my painter as well; he had just painted the basement and moved the old furniture out which was good enough condition that he considered taking for his son. Not to mention, prior to the furniture arrival, I had a La-z-boy design technician, ***********************, in my basement on approximately three occasions with no signs of any mice. Furthermore, I exercised in my basement everyday up until this incident. I have spent, to date upwards of approximately 20k with La-z-boy Furniture and feel it a real shame that they are fighting so hard to do the right thing. I have definitely been taken advantage of in this situation and the minimum that I will accept at this point is replacement of the damaged piece of the sectional which I will pick up and a refund of my warranty of ****** as it has been voided.  If this cannot be resolved with the Better Business Bureau, I will most assuredly be seeking legal action.

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

  

  Business response

  07/30/2024

  Dear BBB,
  
  Upon reviewing the customers concerns, we found that our ************ Team has created service ticket *********** and ordered parts to complete the customers repair. The parts should arrive to the customers home within the next 3-5 business days. Once the parts are received, we ask that they please contact our office at ************ so that we can coordinate the installation appointment. 

  
  Kindest regards,
  La-Z-Boy Incorporated,

   

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

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our Sales Ticket Number: ********** dated 11/26/23 was for (2) Brooks Reclining Loveseats. We later called back and added an additional warranty. Sales rep. explained that with the additional warranty, if there were any stains, tears, or issues with the furniture, we would only need to call Customer Service (CSV). CSV would sent a technician, who would try to resolve the issue (remove the stain etc) and if he could not, would replace the part entirely. Additionally, she told us if we were not happy with the resolution, LA-Z-BOY would replace the furniture. Delivery was made on January 11, 2024. Since the original delivery date, we have been in a constant state of calling with an issue then waiting. I've attached a document with photos and more detail. Yesterday, July 18th, after 7 months of tech service, replacement parts and design flaws he called again and they wanted another week to review the issues. We have been more than patient and this was the last straw. He said “No, I want a full refund today. This has gone on long enough.” Sales rep. then put Store Manager, on the phone, who eventually told my husband that Comfort Care determined on July 3, 2024 that our furniture was “In Spec” and LA-Z-BOY will not replace or refund the loveseats. This information had not been communicated to us prior to today, July 18th. This "spec" apparently includes the bolt that has come loose. Attached are more specific documentation photos of the loveseats along with a screen shot from the LA-Z-BOY website of what the product is supposed to look like. . Our couches are obviously not the quality shown in the photo. We have done due dilligence and been patiently waiting for LA-Z-BOY to respond with the Customer Service that reflects their reputation. Unfortunately, that has not happened. At this time, we are asking for a full refund including the Service Total Care Plus Protection and Delivery Fees.

  

  Business response

  07/22/2024

  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: ************************************************************* 
  
  This customer has an open Service Ticket and is scheduled for an in-home service appointment with one of our technicians on 8/1/2024. 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 is being serviced under the manufacturer's warranty.  
  
  Kindest regards, 
  La-Z-Boy Incorporated, 
  ***** *******
  E-Commerce Coordinator  
  CM # ******

  Customer response

  07/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:  They have already done this at least 5 and I think 6 times since last January.  They have replaced 9 of the possible 12 components and each time they get worse.  We were told after the last visit the lead customer care person named Mathew determined they were "in spec" and the case was closed as of July 3rd, 2024.  So to reiterate we have

  been at this process with them for over 7 months since purchase and at this point we don't want any additional repairs done to them because we would like to return them for a full refund.  It has become apparent that their quality control and workmanship are no longer any where near the historical performance of the company

  and we feel like we have been misled as to the quality of the furniture as apparent in the poor condition after less than 3 months on some of the components.  We have no confidence in the ability of an onsite technician visit to remedy the situation.  Hence the reason for the request to return for a full refund.  
  
  Sincerely,
  
  **** ******

  

  Business response

  07/24/2024

  Dear BBB,

  Thank you for alerting us to this customer’s reply.
  
  As stated previously, this customer has an open Service Ticket and is scheduled for an in-home service appointment with one of our technicians on 8/1/2024. 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 is being serviced under the manufacturer's warranty.  

  Kindest regards,
  La-Z-Boy Incorporated,
  

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

  
  

  Customer response

  07/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:  This response from the business is not accurate based on my latest conversations with La-Z-Boy.  I received a call from the Store Manager in Mission Valley yesterday and he informed me that La-Z-Boy has agreed to come and pick up the Love Seats this Saturday July 27th, 2024 and will issue us a full refund  2 or 3 business days after processing the return, which would be next Tuesday or Wednesday, July 30th or 31st.  In summer, although this response is rejected it does appear we have successfully resolved the issue through other communications with the company.

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

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