Complaints

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:04/08/2025

  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.

  We purchased seven custom pieces for approx $10,000 from La-z-boy in 2021, and they were delivered on April 2022. We had multiple repairs within the 1st year due to faulty craftmanship. Thankfully they were within the 1 year warranty and corrected. We also purchased all of the offered extended warranties at the time of purchase, including the extended leather warranty. In February of 2023, we noticed some leather was peeling on two of the chairs, beginning at the seams and arm portion of the chair. The furniture was just a year old and was barely used! We asked La-z-boy to send a representative to repair. La-z-boy corporate determined that it did not meet the leather warranty conditions because it was not due to a cut or rip and did not satisfy the terms of the leather warranty. We went back and forth with La-z-boy for months and they refused to stand behind their bad craftmanship. We reached out to our local store for help. The manager expressed surprise and frustration that the pieces were peeling. He confirmed that they should NOT be doing that. He said he would work with the corporate office to try and resolve. We have heard back from him twice now. The manager's solution is to offer for US to BUY two new pieces. Absolutely not! La-z-boy corporate will not stand behind their craftmanship and make this right for us. We would like a re-election of the two chairs to be replaced at no cost to us. I have done extensive research on this issue online, and there are thousands that are having similar issues with the "real" leather peeling. La-z-boy consumers are being taken advantage of, with no recourse. The extended leather warranty doesn't cover peeling leather that started happening 1 year after the furniture was made. Please help us resolve this issue. We are not asking for a full refund of everything...we simply want La-z-boy to make this right

  Customer Answer

  Date: 04/07/2025

  This was purchased at 4690 Centre Pointe Dr. Suite 101, North Charleston SC 29418

  Business Response

  Date: 04/23/2025

  To Whom It May Concern,

  Thank you for reaching out and sharing your concerns.

  As an independently owned and operated La-Z-Boy dealer, we are committed to supporting our customers within the scope of the La-Z-Boy Manufacturer’s Warranty and the Terms and Conditions agreed upon at the time of purchase.

  According to the La-Z-Boy warranty, the cover and foam cushioning are covered under a one-year manufacturer’s warranty. As your furniture is now outside of that warranty window, and given that the issue with the leather cover does not fall within the specific criteria for extended leather warranty coverage, any repairs would be at the customer’s expense—provided that the required materials are still available.

  We understand that this is not the outcome you were hoping for, and we truly empathize with your frustration. However, based on the manufacturer’s warranty guidelines, we are not in a position to offer a replacement for the affected items.

  We appreciate your understanding and are happy to assist with repair options should you choose to proceed.

  Sincerely,
  Brian ********
  Customer Service Manager

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair 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.

  Can't get them to fix my chair that's been broke for a month and half. I paid over 3000.00 for a chair I can't use. A service man has been here twice telling me it takes two weeks to get a part. I ask them to over night the part. I call the store in N.Charleston place of purchase I ask to speck to the manager they told me he would call me back. It's been 3 weeks no call very bad way of doing business

  Business Response

  Date: 03/19/2025

  Hello,

  Thank you for your communication regarding this concern. We're terribly sorry for the delay with this repair. Upon our 1st inspection, our Service Technician found a damaged part so naturally, he advised that this would be the part that needed to be replaced to make the correction. On his 2nd visit, after installing the part send, and the chair still not operating, he advised of additional parts to resolve the issue. As an independently owned and operated La-Z-Boy dealer, we rely on the manufacturer to supply our Service Parts and we rely on our technicians to determine what parts are needed for the repair. 

  The new parts, including a new hand wand, cable bundle, and new Master Control Module are all scheduled to be delivered tomorrow, 3/20 via FedEx. Once the parts have successfully delivered, we can schedule our technician to return and install the parts. 

  Per the La-Z-Boy warranty, this is in line with warranty service. Per our Terms and Conditions, we will not be able to offer a refund or exchange until we have made every effort to correct the issue within the guidelines of the manufacturer's warranty. 

  Thank you for your patience in this matter and we hope to have this concern resolved as soon as possible.

  Best,

  Brian H*******

  Customer Service Manager

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service 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.

  In March 2023 furniture I had purchased through the LaZboy store in North Charleston, South Carolina was delivered. I had also purchased the Fabric Lifetime Protection Plan through ******* located at 19 Smiley Ingram Rd., Cartersville, GA. In October 2023, I filed an online claim with ******* because a hole had developed on the outside of the left arm of the loveseat. Unfortunately, I wrote “I don’t know “ regarding the origin of the hole. Per the contract, “unknown origin “ isn’t acceptable. I determined the damage was caused by the end table. I asked to EDIT my claim and was refused. ******* rejected my claim. Since the loveseat is less than a year old, I filed a claim with LaZboy. Initially they said they would fix it for free as a “onetime courtesy.” One week later, I was called and told they would fix it for $700 because ******* had rejected my claim. I tried canceling the contract with both ******* and LaZboy; however, neither company was willing to do that. Per the Fabric Lifetime Protection Plan, it states “You may cancel this Plan by calling us at: ###-###-#### (*******’s phone number)”. ******* told me to contact the LaZboy store in North Charleston to cancel it. One of these companies is lying to me. I ended up ordering one yard of fabric from LaZboy at a cost of $98. I then hired a local upholsterer who repaired it for $300. Total out-of-pocket cost was just under $400. I would like to be reimbursed for the $400 plus the cost of the initial contract, $1459.76.

  Business Response

  Date: 01/16/2024

  To whom it may concern,

  Our goal is to service our customers to the best of our ability within the La-Z-Boy Warranty and within our Terms and Conditions. As a 3rd party service company, we are bound by the La-Z-Boy Warranty and although we are able to make some accommodations, all services and parts are submitted to the manufacturer for approval. With this particular piece already having a ******* claim for this concern that was denied, we were unable to order this replacement part under warranty. The La-Z-Boy Warranty is very clear that only manufacturing defects, and defects in materials will be covered under warranty. In-home damage or wear caused by normal use or abuse, will not be covered under warranty. Ms. ********* would have to speak to the store manager regarding any refunds for the ******* 5 year power-Lifetime fabric Protection Plan that she paid $219.98. 

  This is an unfortunate situation and I understand her frustration but, we must honor our Terms and Conditions of the sale along with the La-Z-Boy manufacturer's Warranty.

  Thank you,

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

  Customer Service Manager

  Business Response

  Date: 01/30/2024

  This issue has been resolved between ******* and the customer as an agreement was made without the customer losing her ******* warranty coverage. 

  Customer Answer

  Date: 01/31/2024

  
  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

  Date:06/12/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We went into the store in North Charleston, SC on 11-06-2022 to look purchase a set of recliner chairs. We spoke with Scott M*********, the Sales Consultant, My wife made it clear that she did not want a rocker or swivel recliner due to the laminate flooring in our home. After looking around at the various types of recliners that were available, she chose a wing recliner with legs. The color was not in the warehouse at that time and had to be a special order from the factory. Scott stated it could take six to seven weeks, he really did not know. He stated that he would contact us prior to the chair being made and then he would be able to give us a time-frame for delivery. I had not heard from Scott for several weeks. On 12-04-2022, I called the store at 12:17 pm and I spoke with a Sales Consultant named Karl to cancel our order. I asked to speak to a manager and Karl stated that there was not a manager on duty that day. Karl stated on one of my calls that Scott was doing a presentation and that he would call me back before he left. I spoke with Scott at 5:42 pm and asked about cancelling the order. Scott told me that he would put in a request for cancellation and he would let me know the outcome of the request. I did not speak with Scott again until 12-09-2022. When I spoke with Scott on 12-09-2022, he stated that the Manager decided that he would not cancel the order. I feel that Scott lied to me because he did not inform me prior to production of the recliners as per the agreement we made when I originally placed the order. He failed us by not informing us during the sale, these were rocker recliners, something my wife did not want. He had ample time to do so. This is the second time that we were lied to concerning our order. This is the first time we have had a problem with an order. We have been doing business with LA-Z- Boy for 8 years. We can’t trust LA-Z-Boy. We are extremely disappointed about the way we were treated as customers.

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair 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 La-Z boy recliner was purchased 4/28/2023 from the North Charleston store and taken home the same day. Within 10 days the entire wooden frame of reclining portion split in three pieces with wood continuously falling off each time recliner was opened. It also makes noises like you’re on a rollercoaster each time you recline back. Upon calling the store they asked for a description of issues. photos/videos were provided with explicit views of all damages. The store said they would do nothing other than “allow” me to PAY for a service person to come out to replace the specific parts. Management was spoken to and during the conversation my husband and I were accused of being intoxicated at the store (implying we broke the frame ourselves transporting it home). It was 10:30 am and we have video footage as well as photos of us in the store trying out chairs. I am an anesthesia provider and these kind of completely false accusations could affect my career as it implies we drove under the influence. The man making accusations was Darrin W****** (who we NEVER had any interactions with that day). On the contrary a sweet lady by the name of Lee k**** assisted us with our sale and could not have been nicer. We reached out to customer service without any resolution. Finally an email to the CEO was sent with the same response, that I needed to follow protocols and was only at liberty to pay for a service person to come out and repair the pieces that were defective. On top of all that we were charged for a home delivery that never occurred. We took the chair straight from the store to my home without any issues placing in my living room. They were insistent when I called the first time that it was delivered to me even tho I have a video of us wheeling it out on a dolly. I am appalled at the level of disrespect and complete disregard to a defective product as well as the damaging accusations towards customers. Any help in this matter to prevent this from happening to future customer would be greatly appreciated.

  Business Response

  Date: 05/30/2023

  Good afternoon,
  After reviewing the photos and video provided by the customer it has been determined that this damage was caused due to improper use. In the customer's complaint, she mentions the noise that it makes when leaned back. This is the "pawl and rack" system that is used to position the chair when reclined to the desired angle that the customer chooses. In the video that the customer provided, she points out the noise, like a roller coaster, that the chair makes when leaned back in the recline position. This clearly indicates that she is unaware of this feature. When the chair is reclined and the pawl and rack are engaged and the chair is forces to lean forward, this puts extreme pressure on the wood frame structure at the front of the chair behind where the footrest is stowed. By looking at the damage to this area of the chair, it is a clear indication that the chair was forced to lean forward while in the reclined position.
  
  La-Z-Boy’s manufacturer’s warranty covers any defects in materials and workmanship. The damage caused by the customer will not be covered under this warranty and all service and replacement parts will be at the cost of the customer. This customer also picked up their furniture from our gallery and did not take advantage of the Free in home Service that is offered to our customers who purchase our delivery service so as per our Terms and Conditions, this customer would be responsible for the in home inspection fee of $100. This would at least have a certified La-Z-Boy technician out to their home to see if there is any manufacturing defect with the unit. 
  
  I understand that this stance may be upsetting to the consumer but we cannot cover this damage under the factory warranty based on the photos and video we've received. 

  Sincerely,

  Brian H*******

  Customer Answer

  Date: 05/31/2023

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

   

  Firstly, this response merely addresses ONE of the major concerns that was explicitly described in my complaint.  La-Z boy claims to make “quality products” therefore I cannot accept the explanation that our recliner completely broke within 10 days from “improper reclining”.   The recliner is standard with a simple lever and reclining mechanism.  It is not challenging to understand how the reclining mechanism works.   
  

  more importantly, the accusations of intoxication are not addressed at all in this response and are vehemently denied.   We take great offense to this statement.   
  

  The complete lack of customer service skills on part of la-Z boy and unwillingness to help us correct an extremely frustrating situation is appalling.  
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:07/21/2022

  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.

  Purchased leather recliner on 2/20/20 with chair 5 yr power -10 Yr leather power -leather protection chair. Discovered the leather was peeling during the holidays of 2021. In January 2022 contacted serveco company and send pictures. They reviewed the pictures and stated that it was not a damage claim. They advised me to contact customer service department. They responded that I needed to work with the service department regarding replacement /repairs this was 1/20/22. after that I contacted the store manager. He stated that records indicate that the leather used on the chair had issues and that he thought the chair would be replaced because of the leather problems. This went back and forth until 5/6/22 when I got word that the only thing that can be done is they can replace the bad section of the chair and a 50 percent reduced price for the material and me covering the cost of the repair. They could not guarantee that the leather color would match. If La-Z-Boy knew there was a quality issue with the leather why would they not stand behind the product or remove it from the sales floor.

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 10, 2022/08/03) */ My name is Brian H*******, Customer Service Manager for Tipperary Sales, Inc. dba La-Z-Boy Furniture Galleries. Tipperary Sales is an independently owned dealer for La-Z-Boy Inc, and we provide service of La-Z-Boy Inc.'s warranty, and additionally under our service warranty/agreement. We operate eight stores in seven markets located in North Carolina, South Carolina, and Georgia. As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc. I have reviewed the details of this case and according to the warranty put forth by the manufacturer, La-Z-Boy, this issue occurred after the warranty of the cover (1 year, please see attachment) had expired. In our attempt to assist this customer's concerns, we reached out to the manufacturer for assistance with possible RGA. This request was denied due to being outside of the cover's warranty. At this time they did offer to cover 50% of the cost of a replacement chair back (this part is removable and easily installed with the replacement). The customer rejected this resolution. Because of this rejection, we are unable to assist this customer further with his complaint. Please let me know if I can be of further assistance. Thank you, Brian H******* Customer Service Manager Tipperary Sales, Inc. d.b.a. La-Z-Boy Home Furnishings and Décor(r)