ComplaintsforLa-Z-Boy Furniture Galleries

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Dec 12, 2022 we went to the La-Z-Boy store on Sheridan Dr, Amherst, NY to purchase a sectional. We did pick out a sectional and were told a designer must come out to make sure it would fit, despite having the measurements. On Dec 13, 2022 she came and we ordered the sectional (7 pieces to be delivered and assembled by the delivery people). The delivery took place Feb 21,2023. Upon delivery, they put the sectional together in a quick rudimentary fashion and the power console was found to have a defective plug with all prongs bent over. A delivery person broke off the grounding prong trying to bend them back. I called the sales person and was convinced to accept the defective unit because it would be repaired faster than rejecting the item and ordering a new replacement. So I accepted the defective product believing it would be 3 weeks until I had a functioning unit. A repair person came out 2 1/2 weeks later, and reluctantly fixed one the realignment issues, while stating the entire innards of the power console would have to be replaced (basically all but the particle board frame and cloth) He said he would call when it came in, leaving no contact info etc. It is now Mar 31, 2023 and we have heard nothing and have not got full use of the product as it can not be plugged in to power our devices. I called to speak with the store mgr on 2 occasions and was told we’re in a meeting and then they were out of town. The second (today) I talked to the sales mgr who said basically that the piece cannot be returned or exchanged and that the service Dept makes all decisions regarding repair and replacements. Meanwhile We are without a functioning power console and instead have a $999.99 (sale was $699.99) piece of furniture that we can’t use to charge our items as intended. We would either like a functioning replacement, in a timely fashion or a refund. We would have actually purchased a second unit but have no confidence in La-Z-boy to deliver a non-defective product.

  Business response

  04/24/2023

  BBB spoke with the business and the following was relayed:The power unit was replaced on 4/19/23.  The service has been completed. 

• Initial Complaint

  09/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spent $2000 on 2 recliners that became loose and rickety within a couple weeks. A tech come out and told me to drill a hole and bolt it so it's not loose. I have complained since the end of June to no avail. I have numerous emails and texts documenting my frustration. It is impossible to get someone on the phone and emails/texts just request the same info repeatedly but then they never follow through. My case number is ********. I was told they would bump it up to Level 2 but never heard from them again. These chairs are junk. Please help.

  Business response

  10/26/2022

  Business relayed to BBB: As per my notes it appears the chairs were fixed and she received $375.00 in compensation on 10/07/2022   

  Customer response

  11/02/2022

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I do not accept the "resolution" submitted by lazyboy. I spent $2000 for 2 recliners that broke within 2wks of delivery. They refunded me $375 out of that $2000. And the recliners were NEVER repaired. The tech told me to drill a hole and bolt them so they weren't loose anymore.   Regards,  ***** *******

  Business response

  11/11/2022

  BBB spoke to the business and the following was relayed: The chairs were built correctly. The tech di adjust them as much as possible to make easier to recline for the customer. They are on a gliding system and are working properly. We did refund the customer $375 as a good-faith gesture and the customer accepted the refund. We consider the matter closed and resolved.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Nov of '21 we began searching for a sectional for a home we were clsoing on Dec '21. We had a good experience with the sales person. We were unsure of how the furniture might look in our new home because we currently were not living there yet so the next step was to speak with a designer (Kari). We made arrangements with the current owner of the home we were purchasing to allow us to come into the home for Kari to look at space&take measurements. Kari did come to the house measured , took pictures of the space. A few weeks later we had an appt. to go back to the store to speak with her about possible selections We were looking for a sectional and she showed us a design with a sectional ,love seat and 2other recliners as well as2 area rugs. We chose to purchse the items and they gave us a future delivery date.Once the furniture was schedule for delivery Kari had said due to the size of our order she would come out and direct the delivery men to place the furniture according to her plan. Kari did not come out that day and the delivery men tried there best to put the furniture into the space.Upon conntacting Kari via phone she had told me she forgot our delivery date. A few weeks later a wrinkle in the back of the sectional that we could not get out. I called several times, sent emails , sent pictures of the spot in question, I called cooproate number for La-Z-boy to try and get help with our after purchase.Finally I received a call back from their comfort care.I notified the store of this problem with in a week of the the delivery, but they would not acknowledge any form of communication.However they were all very comunicative prior to purchasing and during the purchsasing process. Since I am almost out of room. Bottom line we have not been helped since the purchase in a professional &manner. 1 of the brackets ismnow broke on the sectional and again zero response from the store, although we have called, emailed and they refuse to acknowledge the issue

  Business response

  08/12/2022

  Business relayed to BBB:

  We called 2 times in June and 1 time in July.  On 08/10/2022 we set up an appt to go out and fix the issues.  The technician did fix the issues.  They are now waiting to have the furniture moved.  They can call our interior design department and ask for Carrie.
  
   

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