ComplaintsforLa-z-boy Furniture Galleries

• Initial Complaint

  06/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am 90 years old. I ordered a new recliner for my new apartment in an independent/partially assisted living facility. My wife and I ordered in April and paid in full at the store. We were told June 12th latest guaranteed delivery. I wasn't physical ready to wait that long but the chair looked and felt OK. It is an exhausting struggle to drive multiple places to furniture shop. This was the closest store to our home. During the first week of June, we could not get through on the phone, we drove out to the Rochester location we purchased from. They told us it would be 2 more weeks with no explanation. Latest delivery date of June 12th, no recliner and still not a single call from La-Z-Boy to keep us in the know. Monday, 6/26 was the 2 week delivery date the store had told us. We went back in to see what was going on. They told us they're having a hard time getting leather and it would be 2 more weeks! I am livid. We ordered in April! I've been sitting on a dining room chair for 3 months. I am 90 years old. This is ridiculous. My daughter did some research trying to find corporate names and phone numbers for us. In her search the reviews and issues surrounding this company are appalling. We are disgusted and feel completely taken advantage of. We don't want to ever deal with this company after all this. My body is sore with no resolution or end in sight. We want this order canceled.

  Business response

  07/04/2023

  July 4, 2023  I am writing in response to the above-mentioned case.  The customer ordered a leather recliner. At the time of purchase, the customer signed for 2-4 months. Unfortunately, La-Z-Boy experienced an unexpected delay in receiving the selected leather from the vendor which postponed manufacturing. Any information we provided to the customer was the information we were receiving from Corporate at the time. At the time of the complaint, the customer has delivery of his chair scheduled.  We do apologize for any distress the leather delay has caused the customer. We pride ourselves on being honest with our customers and doing everything in our power to ensure their happiness. Unfortunately, the leather delay was not one of those things we could control. We are confident the customer will be very happy with the chair we are delivering next week. 

  Customer response

  07/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20248230, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will not accept this chair. I absolutely will not. There were delays, why were we not informed of this? Why is it nearly impossible to get through to anyone? Where does this leather come from/sourced from? 

  I will not be accepting this chair, I want a complete refund immediately. 

  
  Regards,
  
  Robert Reddinger
  
  
  
  

  
  

  Business response

  07/11/2023

  July 11, 2023  I am writing in response to the above-mentioned case.  We have reviewed the customer's response. While we understand his frustration, we are delivering the furniture 3 months after the order was placed. This is within the 2-4 month timeframe quoted on his signed Terms and Conditions of Sale (included with this letter). Additionally, the customer signed acknowledging he understood and accepted that "once an order is placed, it can not be changed and there is no refund under any circumstance." I have noted the 4 locations within the Terms and Conditions which state this policy.  Our staff is always available and willing to provide the customer with the information that is available at to us at the time. We hope the customer enjoys the chair he ordered.  Feel free to contact me if you have any additional questions regarding this matter. 

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased in Feb 2019 a $3,500 loveseat with an additional 5 year protection plan. The salesperson told us that LaZBoy stands behind its products and that no matter what happens in that 5 years, we'd get a replacement if the furniture didn't live up to our expectations. We are 2 elderly people who are NOT hard on our furniture. Please see the attached photos for evidence of the poor quality of the loveseat we purchased. In addition, we were denied any claim, except for an offer of 20% off of a new replacement. Why would I throw good money after an already bad experience?

  Business response

  02/07/2022

  The customer purchased a loveseat and a 5-year protection plan through ***********, a third-party company. The customer must contact *********** with their concerns at ###-###-####. La Z Boy only warranties fabric defects for up to one year, beyond that time, any resolution is in the hands of*********** . We will help facilitate any decision made by ***********.If there’s anything else needed regarding this complaint, as always feel free to reach out to me so I can provide it immediately.

  Customer response

  02/07/2022

  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. We have already gone through the insurance & had a claims adjuster visit. He said even though the store salesperson guaranteed us that no matter what happened within the 5 year period, we would receive free repair or replacement. It was less than 2 years and the loveseat looks shabby. I'm a senior citizen weighing less than 100 lbs, so I don't think there has been unusual wear & tear. The product is simply very poor quality. If they don't replace it, I'd like my money back. Regards, ***** ******

*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. ↩