ComplaintsforLebco Industries

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered parts for recliner , was given original cost of $27. About a month later, received email saying they needed additional $75 because my recliner ., , was out of warranty, which I paid. My credit card was charged immediately both times I paid. It has been approximately 2 months. I requested a refund and they denied my refund . I have not received any parts.

  Business response

  08/27/2024

  Talked to ** and let him know that it could be a very long wait for the parts as this chair is 35 years old and discontinued. I let him know the part he is needing only had a 2-year warranty, so it might come back as not available. The customer opted to not continue to wait so we cancelled the order and refunded his money.  

  Customer response

  08/28/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 14th 2023, my sister, ******* and I purchased a reclining couch. It was delivered in December 2023. The couch was not functioning correctly and the left side was not correctly aligned. We called the store who directed us to the warranty department. They came out weeks later and had to order a new reclining mechanism for the right side and remeasured the seat on the left side. After approximately 6 weeks the parts came in and the repair was scheduled weeks later. Eventually the reclining mechanism was installed but something was broken and the new seat cushion was installed for the left side but still was not aligned. Then the broken part was re-ordered for the right side and a new seat re-measured for the left side. At this point we asked the warranty department to make us a new couch altogether because buying a new couch at $5300 that is broken is not an unreasonable request. They declined. We finally received the new remade left side cushion and the right side was repaired. The LEFT side still does not fit. They are now offering to take the entire couch in which will take approximately 6 weeks to see IF they can fix it with no guarantees of success. With no guarantee of success and not having the couch for 6 weeks we are left with no choice but to ask for your help and any other agency of consumer protection to help us either get a brand, brand new couch made OR refund our money. It has now been 8 months since the original purchase. Help!Thank you.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had an on-going problem with the Shreveport store concerning 2 recliners that I purchased. One in particular about the back of the recliner not fitting. I even contacted the **************** in ******, ******** and they responded that the Shreveport store is independently owned and operated but that they would send this to the ********************* and someone would contact me. A nice lady by the name of ******** called and said she had talked to the Shreveport store and that they would be contacting me in a day or so. This call was on March 15, 2024 and as of today, May 9, 2024, no one from ********** has called me. I would like to send you a copy of the complaint letter I sent to Corporate that outlines all of the times I have had service from ********** that did not resolve the issue rather that re-typing everything if that is permissible.

  Business response

  05/13/2024

  This has been a frustrating experience for this customer but unfortunately this all happened when this store was owned by a company in **********, ********* that we were not affiliated with at the time or for several months, possibly a year after her chair was delivered, we now own this store.  We have offered to send out a repair technician, but we will have to start again as there is no record of any service for this customer.  She has refused this option many times.  We have explained that this is the only way to get this resolved but she has still not allowed the technician to come to her home to inspect the chair.  She can call customer service at ************ and they will get this appointment scheduled for her.  

  Customer response

  05/15/2024

  The company states that they have tried to contact me on several occasions and that I refuse for them to come to my home and make repairs or review.

  That is utterly false as no-one from ******** has tried to contact me either by phone or email or text.  Have them check their communications and

  retry with correct numbers or email. I ignore robo calls and they should call on company phones not cell phones.  My landline will identify company

  names but if I do not have the cell phone in my land line or cell, then don't answer my phones.  They could text me a message on my cell and identify

  the company calling or leave me a message on my landline or email me so I can respond. Any of the three would be good.  With all of the ***** going

  on these days, you have to know to whom you are speaking, texting or talking..  I appreciate your assistance in this matter.  ***************************

   

  Customer response

  05/23/2024

  I am rejecting this response because:   

  The company states that they have tried to contact me on several occasions and that I refuse for them to come to my home and make repairs or review.

  That is utterly false as no-one from ******** has tried to contact me either by phone or email or text.  Have them check their communications and

  retry with correct numbers or email. I ignore robo calls and they should call on company phones not cell phones.  My landline will identify company

  names but if I do not have the cell phone in my land line or cell, then don't answer my phones.  They could text me a message on my cell and identify

  the company calling or leave me a message on my landline or email me so I can respond. Any of the three would be good.  With all of the ***** going

  on these days, you have to know to whom you are speaking, texting or talking..  I appreciate your assistance in this matter.  ***************************

   

  Business response

  06/06/2024

  We have reached out to the customer numerous times.  She does state that she does not answer numbers she does not know, and I am sure some of those unanswered calls were from us.  The phone services do not always state the name of the company calling on your phone.  I have listed the phone number for this customer to call in the original response and stated that she needs to contact us if she still wants service.  That still applies.  If she wants service, she needs to call us at ************ enter option #2 when the recording comes on and if she gets a voicemail, she must leave a message and we will call back.  ************** must answer her phone when we call back to be scheduled for service.  

  Customer response

  06/07/2024

  Thank you for the update on my complaint.  I have to point out that in the original response to BBB regarding same, they state that they have contacted me several times and I have refused to allow a repair man to come to my home to review the items in question or make an appointment for a repairman to come to my house.  Now they are saying that I can call them with the number they have given to talk to someone about my chairs if I am still dissatisfied with the products.  Talking in circles as far as I am concerned, but I will call the number an make an attempt to speak to someone regarding the matter.  Again, thank you for keeping me informed about my complaint, however, I realize that I am fighting a losing battle with ******** as the company has changed hands and as such, they probably have a legal out. 

  Cordially,

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

  Customer response

  06/12/2024

  I have reviewed the business response and accept this resolution. 

  Thank you for the update on my complaint.  I have to point out that in the original response to BBB regarding same, they state that they have contacted me several times and I have refused to allow a repair man to come to my home to review the items in question or make an appointment for a repairman to come to my house.  Now they are saying that I can call them with the number they have given to talk to someone about my chairs if I am still dissatisfied with the products.  Talking in circles as far as I am concerned, but I will call the number an make an attempt to speak to someone regarding the matter.  Again, thank you for keeping me informed about my complaint, however, I realize that I am fighting a losing battle with ******** as the company has changed hands and as such, they probably have a legal out. 

  Cordially,

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

• Initial Complaint

  04/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased one lazyboy sofa, price $3382.35. I paid $353, for extended service for cleaning. If I didn't use the service, I was promised a refund for $353, after three years. That was four years ago. I have been in touch with the store and notified them that I moved one mile away. I contacted lazyboy because I didn't get the refund. They told me that they issued a gift certificate for $353 one year ago. They didn't offer proof that the gift certificate was issued. I contacted the store again, they told me they won't issue a gift certificate because too much time has passed. The earliest that I could've ask for the refund was one year ago. I think the refund is fraud and that lazyboy is taking advantage of seniors. I am requesting reimbursement of $353.00 that was paid for the unused extended service.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This was a special order chair recliner. It was due on 11 1523. The store did not notify me that it was not ready because they ran out of fabric and they had to wait another month then they told me it was due December 15 again I did not receive the chair on this date. They said it was in *******, which is two hours away from me, but that they needed to ship it to ******, which is five hours away from me Because thats how they do things and they would do it when they were good and ready when would not give me a date of delivery the chair was finally delivered on 1/4/24 and it is not the chair that I ordered it did not come with the remote control . They reimburse me 350 for the remote control that I did not get and about $90 for shipping from ******* to ****** and then back to me. I requested compensation for all the trouble and mixup. I was told that they would do nothing and that they did not care as far as a district manager in ****** and he said he would do nothing else I explained to them I would report it to you and ******** and every other platform and they said they did not care. There are currently two ******** pages for lazy boy of dissatisfied customers I am requesting a refund of at least $1000 for all the time and trouble that this is caused me. I also plan to go to the local news channel in ****** Texas, where this company is located for the **********, ******** location and have it aired on local **********

  Business response

  03/05/2024

  We are very sorry to hear that the customer is upset with their purchase from our store.  When the customer placed the order all the options that she chose were carefully discussed with the customer, and all the options explained.  When she made her choices for which options she wanted she then signed a sales order showing what options she decided to include with her chair.  It was confirmed that the chair was received with options that the customer chose and signed for at the time of the sale.  She did get the chair she ordered.  The customer also signed the sales order that she understood that it could take up to 20 weeks for her chair to arrive since it was a special order.  We delivered the chair to the customer within 17 weeks.  This customer lives in a very outlying area that we do not have delivery service every week, and she is aware that delivery times can be longer for her in the past.  We did fulfill the sales order in the time frame that was promised to the customer at the time of sale and with all the options that the customer chose at the time of the sale.  We did give her a $350 refund in the interest of customer service and feel that we have compensated the customer for any delivery issues she might have had even though it was delivered within the 20 weeks promised when she placed the order.    

  Customer response

  03/05/2024

  I am rejecting this response because:   I was informed that the chair would be delivered by November 15 of 2023. I also ordered the remote control that goes with the chair. The sales person told me that she made a mistake and forgot to mark remote control and it was her fault. I was told nothing about being in an outline area or any such thing on November 15 even the sales clerk did not know that they were out of fabric for this chair and that it would be another four weeks. She said she was not informed about this and apologize to me but that they would have to wait to get the fabric in before they could make the chair . I will be going to the Attorney General of the ***************** where this company is based in and I will also be filing a complaint with them. I will also be locating the local ****** Texas news stations so that this will get aired on TV on one of their customer complaint lines This ordeal has been absolutely terrible and horrific the 350 that you mentioned is the amount of the remote control so they didnt do me any favors by refunding me $350. I am still and will continue to push forward on this for a refund of at least $1000 .  

  Business response

  03/05/2024

  Our response is the same to the customer's rejection.  

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We requested a repair on one of the chairs that we purchased in April 2023. The repair request was in May, 2023. I followed up every few weeks and was told the parts were not available yet. Then was told the parts were on back order. Then in January of 2024, I was told they would reorder the parts again. I was told that it would *********** weeks and to check back. This is what I was told in May by the technician that came to our home to confirm the repair issue. I only sent a few of the emails and cannot count the number of hours I spent on the phone with different people. I am told that until a part is deemed unavailable or deleted that they cannot request a replacement. It has been over 9 months. I feel there is an issue that is way overdo and I would like it corrected.

  Business response

  03/04/2024

  We are very aware of the situation with the ********* and the back-ordered parts.  Unfortunately, the parts are still on back order but once they arrive, we will contact the customer to complete the repairs.  We very much appreciate their patience and realize this can be very frustrating to have to wait.  

  Customer response

  03/05/2024

  I am rejecting this response because:   The parts were ordered last June, ******************************** January 2024.  I am told it should take no more than 6 to 8 weeks and yet these are still back ordered ?  I have already requested and again I am requesting a replacement chair.  I believe I have waited on back order long enough.   *********** continues to produce this same chair but yet cannot provide the parts for my chair?  Nine months and two attempts at obtaining the required parts should bring this to a close with an apology and a replacement.  
  
  

   

  Business response

  03/18/2024

  As we stated previously, we do understand that it is frustrating as a consumer to have to wait for parts to complete the repairs needed.  Unfortunately, this is the situation in this case.  We do apologize for the inconvenience and will contact the customer as soon as the parts arrive.  Our position on this matter will not change.  

  Customer response

  03/18/2024

  I am rejecting this response because:   ************** do I have that this will be taken care of after the one year anniversary of the purchase of this product?  I have been reminded by the company that the warranty is only good for 12 months.  What happens when the repair is finally made but does not fix the issue?  What recourse do I have at that time? 
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2018 we baught a sofa and love seat from LaZBoy. They extolled leather due to its Longevity: outlasts fabric 4 - 1. Its at least 50% stronger than fabric and can have a useful life of between 15 20 years; Durability: It resists tearing, especially along the seams, the natural oils prevent cracking, flaking, and peeling. We were assured in writing that our 726 Fortune sofa # ****** ($2,349.90) and love seat # ****** ($2,323.90) were 100% upholstered with genuine leather. In 2021 we noticed that the sofas leather had begun to crack, peel, and disintegrate. I contacted LaZBoy but nothing could be done since the couch was outside the 1 year warranty. We tried to achieve resolution with the store as late as October of 2023. My complaint is as follows: 1) Given similar BBB claims, LaZBoy was aware of this defect before we purchased our units in 2018. 2) Both units were allegedly upholstered 100% with genuine leather LaZBoys Harmony ******** Parts of the sofa were tearing along the seams, cracking, flaking, peeling, and disintegrating. The upholstery on the love seat remains without defect. 3) After textural examination of both units, the love seat was upholstered differently than the sofa, which appear not to be entirely upholstered with genuine leather. 4) If we were informed at time of sale that the items were not 100% upholstered with genuine leather we would not have bought them. I believe that LaZBoy intentionally engaged in bait and switch. 5) Leather furniture is typically warrantied for 5 years or more. LaZBoy extolled the benefits of genuine leather upholstery and yet only warrantied their alleged genuine leather upholstered furniture for 1 year. I conclude that LaZBoy knew that their upholstery was not genuine leather and would not last more than 3 years, let alone 15 20 years. They cheated us and protected themselves from replacement and/or refund liability by hiding behind a paltry 1 year warranty.

  Business response

  01/30/2024

  We do understand that this can be frustrating for a consumer.  The furniture was delivered in June of 2018.  The first time that the customer called to report an issue was September of 2023. At that point the furniture was over 5 years old and several years out of warranty.  There is nothing further that we could do at this point.  

  Customer response

  02/06/2024

  *****Boy claimed in writing a 15 20 year life span, for their leather furniture. In fact their furniture failed in less than 5 years. *****Boy continues to argue that the furniture is out of warranty;however this is not an issue of warranty, but one of deceptive trade as defined by the State of Texas Business and Commerce Code, Title 2. Competition and Trade Practices; Chapter 17. Deceptive Trade Practices; Subchapter E.Deceptive Trade Practice and Consumer Protection; Section *****. and Section 17.46.b.2,5,7,9,and24. The initial complaint was made in April 26, 2023 and not September 2023, hence, it took us 4 years and 4 months, to discover *****Boys deception.  In fact the deception was initiated at the time of purchase (June 2018) and, consequently, well within the one year warranty.
  The deceptive trade practice lies in the fact that we were assured in writing that the sofa was 100% covered in genuine leather.  A textural analysis revealed that only ***** % of the sofa area is upholstered in genuine leather and *****% upholstered with an unknown material. It is this unknown material that has failed. Please note that the matching love seat to the sofa was purchased at the same time. To this day it remains flawless, probably because in fact it was upholstered in 100% leather.  *****Boy has yet to explain this discrepancy.

  Customer response

  02/12/2024

  I am rejecting this response because:   

  *****Boy claimed in writing a 15 20 year life span, for their leather furniture. In fact their furniture failed in less than 5 years. *****Boy continues to argue that the furniture is out of warranty; however this is not an issue of warranty, but one of deceptive trade as defined by the State of Texas Business and Commerce Code, Title 2. Competition and Trade Practices; Chapter 17. Deceptive Trade Practices; *********************** Trade Practice and Consumer Protection; Section *****. and Section 17.46.b.2,5,7,9,and24. The initial complaint was made in April 26, 2023 and not September 2023, hence, it took us 4 years and 4 months, to discover *****Boys deception.  In fact the deception was initiated at the time of purchase (June 2018) and, consequently, well within the one year warranty.

  
  The deceptive trade practice lies in the fact that we were assured in writing that the sofa was 100% covered in genuine leather.  A textural analysis revealed that only ***** % of the sofa area is upholstered in genuine leather and *****% upholstered with an unknown material. It is this unknown material that has failed. Please note that the matching love seat to the sofa was purchased at the same time. To this day it remains flawless, probably because in fact it was upholstered in 100% leather.  *****Boy has yet to explain this discrepancy.

  Customer response

  02/22/2024

  From: ******************************, PhD
  To: Better Business Bureau
  Re: Complaint ID: ********
  Date: 2/22/2024
  
  Dear Sir/Madam:
  Your claim that, Throughout this process, we have encouraged both you and the business to engage in constructive dialogue to work toward a resolution.  Yet you allowed exactly one (1) exchange between me and ********* hardly a dialogue. I have read a number of your published disputes that have gone on for several exchanges. I certainly agree that, The BBB complaint process is not intended to be an indefinite exchange of information. and When it is clear the communications are no longer moving the conversation forwardthe issue must be closed, however in this instance, you did not allow even a modicum or a semblance of a dialogue.
  You apparently never gave ******** an opportunity to respond to my rejoinder.  They may have in fact seen the error of their ways or maybe not. Either way, at that point the issue would have been resolved. Sadly this issue has not been resolved primarily because the BBB intentionally did not allow it to be.

  Business response

  02/28/2024

  This is the same complaint that the customer sent a month ago and was closed because the BBB felt we had done what we could.  Our answer to the previous complaint (Which was the same complaint) was "We do understand that this can be frustrating for a consumer.  The furniture was delivered in June of 2018.  The first time that the customer called to report an issue was September of 2023. At that point the furniture was over 5 years old and several years out of warranty.  There is nothing further that we could do at this point."  Our answer does not change because the customer sent the same complaint a month later.  Please review the file for this complaint to see that it is a duplicate.    

  Business response

  02/28/2024

  This is the same complaint that the customer sent a month ago and was closed because the BBB felt we had done what we could.  Our answer to the previous complaint (Which was the same complaint) was "We do understand that this can be frustrating for a consumer.  The furniture was delivered in June of 2018.  The first time that the customer called to report an issue was September of 2023. At that point the furniture was over 5 years old and several years out of warranty.  There is nothing further that we could do at this point."  Our answer does not change because the customer sent the same complaint a month later.  Please review the file for this complaint to see that it is a duplicate.    

  Customer response

  03/03/2024

  As noted this complaint was not one warranty, but one of deceptive trade. LaZboy was given the opportunity to address my allegation of deceptive trade and "make things right",but chose not to do so. I reject LaZboys position and, consequently there is no resolution. I have filed a complaint of deceptive trade practice with the **************************** of the ****** of the Texas Attorney General.

  Customer response

  03/04/2024

  I am rejecting this response because:   

  As noted this complaint was not one warranty, but one of deceptive trade. LaZboy was given the opportunity to address my allegation of deceptive trade and "make things right", but chose not to do so. I reject LaZboys position and, consequently there is no resolution. I have filed a complaint of deceptive trade practice with the **************************** of the ****** of the Texas Attorney General.

  Business response

  03/06/2024

  This is a duplicate of the same complaint that the customer filed a few months ago.  The customer purchased an item with a one-year warranty and did not contact anyone to file a complaint until the furniture was over 5 years old.  Nothing can be done at this point and our response will not change.  If the customer would have called with any issues that were manufacturing defects within the first year, they would have been addressed but not after 5 years.  This is a back-and-forth situation.  

  Business response

  03/08/2024

  This is a duplicate of the same complaint that the customer filed a few months ago.  The customer purchased an item with a one-year warranty and did not contact anyone to file a complaint until the furniture was over 5 years old.  Nothing can be done at this point and our response will not change.  If the customer would have called with any issues that were manufacturing defects within the first year, they would have been addressed but not after 5 years.  This is a back-and-forth situation.  

  Customer response

  03/10/2024

  Apparently LaZboy s broken record response is only that my complaint is outside of the 1 year warranty period and that the sofa was purchased 5 years ago. It took nearly three years for me to discover that I had been cheated by LaZboy.  Once again, this is not an issue of warranty, but one of a deceptive trade practice as delineated under Texas Deceptive Trade Practices Law.  Specifically, no person may disseminate a statement he knows materially misrepresents the cost or character of tangible personal property, a security, service, or anything he may offer for the purpose of:
  1. Representing that goods or services ,characteristics, ingredients, uses, benefits, or quantities which they do not have ...
  2. Representing that goods or services are of a particular standard, quality, or grade, or that goods are of a particular style or model, if they are of another.
  3. Advertising goods or services with intent not to sell them as advertised.
  
  It is this deceptive trade practice that LaZboy has refused to address. I appreciate that the BBB has allowed this issued to be discussed;however it is doubtful that LaZboy has any intention of resolving this issue.
  

  Customer response

  03/11/2024

  I am rejecting this response because:   Apparently LaZboy s broken record response is only that my complaint is outside of the 1 year warranty period and that the sofa was purchased 5 years ago. It took nearly three years for me to discover that I had been cheated by LaZboy.  Once again, this is not an issue of warranty, but one of a deceptive trade practice as delineated under Texas Deceptive Trade Practices Law.  Specifically, no person may disseminate a statement he knows materially misrepresents the cost or character of tangible personal property, a security, service, or anything he may offer for the purpose of:
  1. Representing that goods or services , characteristics, ingredients, uses, benefits, or quantities which they do not have ...
  2. Representing that goods or services are of a particular standard, quality, or grade, or that goods are of a particular style or model, if they are of another.
  3. Advertising goods or services with intent not to sell them as advertised.
  
  It is this deceptive trade practice that LaZboy has refused to address. I appreciate that the BBB has allowed this issued to be discussed; however it is doubtful that LaZboy has any intention of resolving this issue.

  Customer response

  03/11/2024

  I agree with your decision. There is a reason why the BBB has given Lebco a "D" rating. My case is just one more reason why.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 14th, 2023, I purchased a la z boy sectional couch from the ************** Galleries in *****, Texas. The sectional couch was delivered on Thursday, December 22nd, 2023. After the delivery of the sectional couch my son and I tried to assemble it, however, there was a problem with the locking mechanisms when attaching the sections together. Upon discovering this, my son and I took pictures of the problems with the sectional couch and drove to the ************** Galleries store that afternoon, December 22nd, 2023. There we met with the sales lady ******* that sold me the sectional couch. I told the Shera that there was a problem with the sectional couch and I either need to return it or exchange it. I told her I had taken pictures of the problems and I could show her. She agreed to look at the pictures. After looking at the pictures the Shera said that they have a service technician that can make some minor adjustments to it and it would be fine. She then gave me a pre-printed sheet of paper with a phone number to call. Before leaving the store I called the number she gave me. No one answered so I left a voicemail for a lady named *******. The ***** then told me it was Christmas time and that ******* was probably busy but she would call me back. I then expressed my concerns with her about the stores return policy but she reassured me that ******** would make things right. I then left the store.As of Wednesday, December 27th, 2023, I hadnt heard back from ******* so I called the ************** Galleries and spoke to the store manager, ****. I explained to **** that I had a sectional couch delivered on December 22nd, 2023, and there were problems with it. I explained to him that the previous week I had spoken with ***** about the problems with the sectional, and that I had tried calling the phone number she had given me but no one was returning my calls. He said he understood my concerns and he would send an email to expedite a return call to me. Later that day December 27th, 2023, I did receive a call from *******. I explained to her the problems with the sectional couch. She told me the earliest opportunity to have a technician to look at it was Monday, January 29th, ****. She also assured me that ******** would resolve the problem.On Monday, January 29th, ****, a technician examined the sectional couch and determined it was a manufacturing defect. He took pictures of the sectional couch and said I would hear from ******** in a couple of days for with a solution.On Wednesday, January 31st, ****, I hadnt heard from la Z Boy so I contacted ***** ******** Galleries and spoke with the store manager again, ****. **** said he would again send an email for someone to contact me, and if I didnt hear from anyone by Monday, February 5th, ****, to call him back.On Monday, February 5th, ****, I hadnt heard from anyone. As a result, I contacted the ************** Galleries store manager again, ****. **** again said he would send an email to have someone contact me.On Monday, February 5th, ****, at roughly 4pm I received a call from *******. ******* stated that she would have someone come to my house on February 16th, ****, to pick up the sectional so it could be sent off for repairs. She said she didnt know how long the repairs would take or how long Id be without a sectional couch. In addition, she said they do not substitute the couch while mine is off to repairs. I explained to ******* that all I wanted to begin with on December 22nd, 2023 was an exchange of the sectional couch. She said an exchange would have to go through the ************** Galleries store manager, ****. She said that he could call her if he had any questions.On Monday, February 5th, ****, at roughly 4:30pm I called and spoke to the ************** Galleries store manager, **** about the information ******* had told me. He said he would contact ******* and get back with me later that day.On Monday, February 5th, ****, at roughly 5:30pm **** called me to tell me that he was going to exchange the sectional couch. He said he had placed the same sectional couch on-hold at their Longview, Texas store, and all he needed to do was the paperwork. On Thursday, February 8th, ****, I contacted the ************** Galleries about the status of the exchange of sectional couch. I was told by **** that he was not going to exchange it anymore. When I asked why, he said his boss, ****, would not approve the exchange. Later that day I was able to speak with ****. I asked him why he would not approve the exchange. He said because the sectional couch had sat at my house too long. I explained to him that I had no control over how long it had been at my house. I explained to him that I had informed the store and ******** customer service about the problems with the sectional couch the day it was delivered. They ******************* *******) said the earliest a technician could come out was on January 29th, ****. I further explained to him that my original trip to the store after it was delivered on December 22nd, 2023, was to exchange it but I was told by the Shera that the technician could fix it. The store manager, ****, also told me this on December 27th, 2023, when I called him about my concerns about no one calling me back about scheduling a technician. At the end of my conversation with ****, he said that he wasnt going to approve the exchange and that his store manager, ****, didnt have the authority to approve it in the first place. He said I should be receiving a call from a ******** representative (********) about the next steps. As of today, I have not heard from ********.

  Business response

  02/15/2024

  Furniture was exchanged for customer. 

  Customer response

  02/16/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid LaZBoy $3,788.61 on October 19,2023 for a two seated loveseat recliner. By Thanksgiving the unit showed serious defects on one chair unit. Upholstery became quite loose and the seat slanted towards the center console. I reported the issue to Store Manager ****************************. He referred my to Lebco Industries. I filed photos with *************************.On January 10,2024 I received and email that the manufacturer would not do anything and that the fabric showed "comfort wrinkles." Nothing was mentioned about the slanted seat.During the past few months I have called both facilities 20 times with one call only being returned and can provide documentation. I also have a string of email messages to Lebco Industries. We have a defective unit that needs to be replaced! Both ************** and ************** are severely lacking in customer service which do not reflect the formerly fine reputation of LaZBoy Furniture. ******* cell is ************ and is the actual person filing this report. Account is listed under ******'s name. Ticket for repair/replacement with Lebco Industries is THOMP53054 .

  Business response

  01/29/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  The customers store of purchase, ******** of *********, ** is independently owned and operated.******** Incorporated does not have access to the sales or service departments customer records. We have contacted the service department and requested that they contact the customer to assist with their concerns. The customer may also contact the service department directly at ************. 
  
  We kindly ask that this complaint be closed as the customer will need to continue to work through their store and service department.
  
  Kindest regards,
  ******** Incorporated,
  

  ***************************;

  E-Commerce Coordinator

  CM #******

  Business response

  01/31/2024

  We did send these pictures and the comments from the customer to the manufacturer once the customer let us know that they were unhappy with the furniture.  The manufacturer stated that piece was built and operated as designed and that no repairs were needed.  It is clear from the pictures that these are normal wrinkles and loose fabric. Reclining pieces of furniture cannot be upholstered tightly as the pieces move so the cover must have some looseness built in.  There were no defects found.  

  Customer response

  02/01/2024

  I am rejecting this response because:   the slanting seat issue has been completely ignored yet it was mentioned in my initial contact with Lebco Industries. There is something broken underneath the seat and it needs to be addressed.

  Business response

  02/01/2024

  Our position on this will not change as the manufacturer has reviewed the product and stated that it is built and operates as designed

  Customer response

  02/01/2024

  Lebco had not sent the slant photos submitted today because I took the three photos today. Lebco has only mentioned the wrinkles and not the slant. Someone needs to come sit in the chair if the photos do not exemplify enough detail.

  Customer response

  02/01/2024

  I am rejecting this response because:   Lebco nor "manufacturer" have addressed the slant issue. The photos submitted today were taken today and previously not submitted to the "manufacturer. Please address the slant issue. If the photos do not present enough detail I strongly suggest someone from Lebco come sit in the seat for actual proof there is something wrong.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We spent over $9000 on two custom lazy boy recliners and a custom reclining sofa in August *************************************** ********** Texas. It took 12 weeks for them to come in and when they did the sofa had a puncture from shipping and the back of the recliner part of the sofa was very loose. It would start reclining as soon as you sat in it without pulling the lever of pushing back. I contacted the customer service ***** as instructed and they sent out a technician, *****, who has been doing repairs for them for more than ************************************************************************************************************************ the sofa. It took about another month for the parts to come in and then he came back out to complete the repairs. When he went to change out the mechanisms, he ran into a problem and called his supervisor. After talking to his boss for several minutes, what he told me is that the mechanism had been changed by the company and that it no longer had the ability to adjust it so there was nothing he could do to fix it. He said he would go back and talk with the manager and have them call me. I did not hear from anyone and so I called and left a message with ***** to have ***************************, MGR call me back. Almost two weeks later and still no call back. I called back and talked to ***** again and she said that it was a repair issue so I explained once again the tech had come out and said he could not do anything. So, as you can see I am getting the run around with no resolution in sight. The sofa in the showroom did not do this and there is no way we would have purchased the sofa with this kind of flaw. They need to fix it.

  Business response

  01/22/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  The customers store of purchase, La-Z-Boy Furniture Galleries of **********, **, is independently owned and operated. La-Z-Boy Incorporated does not have access to the stores customer records. We have contacted the store and requested they reach out to the customer regarding their concerns. Once a response has been received, the customer will be contacted with an update. 

  We kindly ask that this complaint be closed as the customer will need to continue to work through their store of purchase.
  
  Kindest regards,
  La-Z-Boy Incorporated,

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

  Business response

  01/26/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  The customers store of purchase, La-Z-Boy Furniture Galleries of **********, **, is independently owned and operated. La-Z-Boy Incorporated does not have access to the stores customer records. We have contacted the store and requested they reach out to the customer regarding their concerns. Once a response has been received, the customer will be contacted with an update. 
  We kindly ask that this complaint be closed as the customer will need to continue to work through their store of purchase.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* R
  E-Commerce Coordinator
  CM #******

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