Complaints

This profile includes complaints for La-Z-Boy Furniture Galleries's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  La-Z-Boy Furniture Galleries

  840 New Loudon Road Latham, NY 12110

• 

  La-Z-Boy Furniture Galleries

  600 Jefferson Rd. Henrietta, NY 14623

• 

  La-Z-Boy Furniture Galleries

  4182 State Route 31 Clay, NY 13041-8739

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 2 ***** recliner chairs in July 2022. I received 2 inferior chairs and had to return them which was a 4-5 month process. Latham store would not return phone calls to assist in solving my dispute so after a few months I contacted Corporate. Corporate got them to issue an in-store credit. We repurchased 2 Lennox recliner chairs and upon delivery 1 chair was broken so we had to refuse delivery for it. Same process as before, no returned phone calls or correspondence with Latham due to their neglect of customer service. When I did finally have contact with them I was treated with disrespect. I had to contact Corporate again and with their assistance Latham decided to refund the 1 returned chair. My refund is still lacking my original $500 deposit. To date 6/26/2023, I have not received my original deposit or any correspondence from the Latham store. They are impossible to deal with and treat their customers with disrespect. This whole experience has been stressful and disheartening. I would like this whole dispute settled with the return of my deposit. It has been almost a year and I am still owed $500 from La-z Boy in Latham, NY. I hope by other customers reading this complaint they reconsider shopping and read other reviews from La-Z Boy in Latham, NY

  Business Response

  Date: 06/26/2023

  Hello Kevin, Please see the attached letter with our response. Please let me know if you need anything else from us.  Thank you! We worked very hard to help the customer. The sales associate spent hours communicating for and with this customer. She listened and advocated for the customer and treated her with kindness and respect. The sales manager, store manager and our service coordinator were also in communication with the customer throughout the process. As an independent dealer, we do need to coordinate with La-Z-Boy Corporate and ******* ****, the corporate service provider, before we can make certain decisions.  The customer ordered 2 ***** chairs and complained about wrinkles. We followed the corporate protocol and contacted ******* ****. When the technician visited the customer, he determined that the chairs were built to design, the wrinkles were necessary for the chair to function as a recliner. He stated there were no defects, it was the customer's perception. The customer pursued her complaint with ******* ****, insisting the chairs were defective. Her sales associate and our service coordinator also went to bat for her. They authorized us to exchange the chairs for a different model, she selected the ******. The cost of the ****** was $508 more than the original ***** chair. After working with the customer and corporate, we canceled off one of the chairs. The balance was credited to the customer's finance account once the second ****** was canceled off the ticket. The sales ticket has a $0 balance. I assume the $500 the customer is requesting is the difference between the fabric ***** and leather ******. I will include a copy of the sales ticket.  Feel free to contact me if you have any additional questions regarding this matter. 

  Customer Answer

  Date: 06/29/2023

  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.  Regards,  ********* ******** Hello Kevin, In response to La-Z boys response to my complaint #********.  I am prepared with detailed notes, dates and pictures that regard my dispute with La-z Boy in Latham.  I reached out to them on numerous occasions with no response from them.  My efforts were continually ignored until I reached out to Corporate.  Once Corporate was involved they agreed upon an in store credit.  We purchased different chairs because the ***** chairs were no longer available.  Once we received the new chairs the one Lennox chair was damaged with a broken base so we needed to refuse delivery on it.  Again going through the process of trying to find out what was going on and the Latham store not returning my inquires I reached out to Corporate again.  Corporate and Latham agreed upon the cancellation of the damaged Lennox Chair.  I would like to see the statement they sent to you, BBB because I was unable to download it to view it.  There has been a lot of confusion on the financial part of this dispute. I’d like to say in conclusion I am a very patient person.  I have been dealing with medical problems in my back and foot and this is why we were buying new chair to help alleviate my pain.  I have allowed time for them to process things according to their protocol.  It has now been almost a year and I realized they only way they will answer any questions or try to resolve this problem is when someone of Authority like Corporate and BBB contact them.  They treat the “little people” like me with disrespect.  You were able to get a response from them in a day and it has taken me almost a year. Again if you could get me a copy of the statement they sent I’d greatly appreciate it!  ********* ********   

  Business Response

  Date: 07/05/2023

  Hello Kevin,  Please find the response attached. Feel free to reach out if you have any questions or would like to discuss the complaint.   Regards!  I am writing in response to the above-mentioned case filed.  We received the customer's response. She is correct that she/we needed Corporate to get involved. Her issues could not be handled at the store level; corporate needed to approve. ******* **** is La-Z-Boy's corporate service provider. They need to approve an RGA (Return Goods Authorization) before the store can process an exchange. This takes time. We needed them to allow us to accept the return of the ***** chairs, providing the customer the store credit. She could have ordered new ****** but the style was not aesthetically pleasing. When one of the replacements chairs was damaged upon delivery, the store needed corporate's approval to authorize the cancelation and refund.  We are sorry if the customer took our inability to handle these concerns in store as neglect. We had several store level employees (sales associate that spoke to the customer at least once a week providing her updates and listening to the customer, the store manager, the sales manager and our service coordinator) were in contact regularly and answered all questions and concern to the best of their ability. They were also reaching out to corporate to advocate for the customer. We received approval to cancel and refund the 2nd chair on 3/10. We processed the refund to her store financing account on 3/15 (the next processing day) and she should have seen the credit on her account on or around 3/16.  I have spoken with management and the sales staff and her sales associate, none have heard from the customer since we canceled the chair. Had she contacted the store, we would have been able to go over her financial questions. I'm unsure if you were able to send the customer a copy of her sales ticket with a $0 balance. We have sent her a copy to the email her sales associate used to communicate with her in addition to the weekly phone calls. We hope this satisfies the customer's concerns.  

  Customer Answer

  Date: 07/05/2023

  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.  Regards,  ********* ******** Re Case #******** Attn: Kevin, Complaint Handler In response to the letter from La-a Boy in Latham dated July 4th 2023.  It is very interesting how this store can twist everything around.  I needed to involve Corporate because the Manager’s never returned my phone calls.  Their own manager openly expressed to my husband and myself that he didn’t feel the need to call a customer back if he didn’t have an answer to their concerns.  We were both very shocked by this statement but it was definitely factually.  I had to send pictures to Corporate to show them the inferior ***** Chairs we originally purchased and they immediately contacted the Latham store on my behalf.  Corporate apologized to me for what I was being put through by the Latham store.  I will repeat the Latham store never returned my phone calls so I don’t know how they can say they we reaching out to me and we’re advocating for me In response to why I never called them in March of 2023 was because I was so emotionally beat down by one of the store manangers when I called with concerns of how the financing worked that I just couldn’t talk with them anymore.  I spoke with someone from Corporate who reached out to the owner and he told her he would personally contact me and never did and that is why I finally reached out to BBB. It is obvious to me that this store is able to finagle their financial records to suit them leaving the customer with no way to receive any money that is due to them.  Their statements are so confusing to the average person to understand.  I still feel their is money owed to me but with their ever changing records it’s impossible to prove. I have never dealt with such a horrible store before.  They have zero respect for their customers and their feelings.  I never asked for anything more except for answers to my concerns about my chairs we had purchased.  This whole experience with La-z Boy store in Latham has left me emotionally scared from ever dealing with any salespeople again.  They have left me feeling bullied and beaten down.   Thank you for your time, ********* ********

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LazBoy Recliner Purchased 11/25/2022, LaZBoy **** ***** *** Rochester NY ***** ******** With the purchase order ***** ****** ****** ********** Plan $79.99. ********** Plan paperwork provided states I have 30 days to Cancel ****** ********** Plan for FULL refund. I have called ****** # provided on the Plan document and the LazBoy store (Sales Rep & Manager) several times. Both organizations tell me they cannot do anything for me and that I need to speak to the other to have my refund processed. The reason for my cancellation request is that the ********** Plan was described by the Sales Rep as full coverage other than damage by a Cat/Dog but after receiving the coverage paperwork it is Extremely Limited for the cost. I just want to exercise my right, as stated on the contact, to cancel within 30 days for a full refund of $79.99 

  Business Response

  Date: 12/20/2022

  BBB spoke to the customer and the following was relayed on behalf of the business: After contacting BBB, the business refunded my money and this has been resolved. 

• Initial Complaint

  Date:12/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Lazboy couch and Loveseat for over $4000. It was delivered in mid June. I have had it 6 months and had 6 warranty claims against the couch already. The repair guy came out again today for the 4th time and told me that really he need to fix all of the left spring mechanisms. That they are using an old piece and he told them a year and a half ago to stop using it. After 6 issues in 6 months I have contacted the store and received no response. I called Tom M****** the regional manager, and he told me he would escalate my concerns. I have called him repeatedly because he said I should hear from the warranty coordinator Debbie G****** and I have yet to hear from her yet also. I called him today and he said he would call me back in 3 to 4 minutes and that was over an hour ago. Right now my recliners don't close and I have a small dog and toddler that could be severely injured. It has been broken like this for 3 weeks now. I have asked for a reselect as this is not the La-Z-Boy quality I know. I am hoping you can help me. Thank you.

  Customer Answer

  Date: 12/16/2022

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

  Business Response

  Date: 12/23/2022

  We have acted as the liaison between the customer and ******* ****-the service provider to resolve her concerns.

• Initial Complaint

  Date:09/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A price was quoted by a salesman of $100 to add something to a recliner. I did not realize the price turned out higher when it was past the 3 days in which I had to change my mind. The price really was $375. i spoke to the manager of the store who would not make any concessions since it wasn't within the 3 days. 

  Business Response

  Date: 09/28/2022

  I am writing in response to Case #******** submitted by ***** ******* on September 22, 2022. The customer placed a special order for a power sofa and recliner in the store on September 4, 2022. At the time of the purchase, the sales associate went through the ticket with the customer. Attached you will find copies of the signed sales slip with the purchase prices of the sofa and recliner. The customer signed agreeing to the price of the sale as well as the Term and Conditions of the Sale. Our Terms and Conditions clearly state several times that any changes or cancelation must happen within 3 days of the sale, and beyond that time, “you may not cancel or change your order or obtain a refund.” The customer called wanting to cancel 2 weeks after the purchase. At that time, the order was processed and in production and beyond the time frame she agreed to when signing the Terms and Conditions.  While we understand her frustration with the policy, we are confident that the customer will love the furniture we are making specifically for them.  

  Customer Answer

  Date: 10/07/2022

  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 response.  The salesman never told us about the two increases.  However, they have made up their mind and apparently there is no changing it.  Of course, that works out to their benefit.  I will tell my friends and neighbors about this incident and advise them not to shop at Laz-e-boy.  I am sorry it turned out this way.  You have definitely lost a customer.  I guess in this case, my telling people of this incident doesn't bother laz-e-boy even though they may lose customers.  ***** *******

  Business Response

  Date: 10/18/2022

  I am writing in response to the follow up for Case #*******.While we understand the customer’s frustration and confusion, we are confident the pricing was explained correctly. History has proven that the sales associate and manager that were involved in the transaction would not intentionally lie or mislead a customer. As a measure of good faith, we did a price adjustment to reduce the ticket price an additional $113. The store manager called the customer to leave her a message and has yet to hear from her. We value every customer. We hope this additional discount satisfies the customer. There is nothing additional we can do as we have already discounted the furniture over $1575.00. We are happy to let the customer know that the special-order ***** recliner she purchased is expected to ship early, well in advance of the time she was quoted on her signed Terms and Conditions of Sale. We will be calling her soon to schedule both pieces she ordered. We appreciate your time.