ComplaintsforLazy Boy Furniture Gallery

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept 4 2024 my loveseat was delivered to my home, I complained at that time about the noise it made when you sat in the seat. I was told that it needed a break in period. Within a week I called, they said that there was nothing they could do, and to call lazy boy care. During this time, my remote controls to operate the recline also failed to work consistently. And now one side doesnt recline- either manually or with the remote. Ive 2 service calls on a loveseat that I had only owned 2 1/2 weeks. And is still making noise and not working. Now Im told I have to wait 2 weeks to get new parts. I have tried to work it out with them. But Im over this !

  Business response

  10/10/2024

  We have been attempting to resolve Denise's concern since she first reported product issues on 09.13.2024. We completed a virtual tech visit on 09.16.2024 and followed up with an in-home service call on 09.25.2024. According to the tech notes he went over the complete unit and tightened everything up. Customer says she moves around a lot when sitting and that's when the noise starts. Explained to her it the backrest flexing with the mechanism when she moves around like that. /// TECH FOUND NO ISSUES. On 09.30.2024 the customer called in stating that her wireless remotes were unpairing from the device. In response we ordered replacement remotes and requested a rush. On 10.07.2024 we escalated her concerns within our service department and offered a curtesy exchange to a non-reclining product since the customer seem to be unhappy with her initial purchase. Additionally, her initial purchase was a customer order which according to the terms and conditions is a non-returnable product. Denise signed and agreed to these terms during her purchase on 07.01,2024. We have been attempting to resolve her concerns and offering solutions that go above and beyond our sales agreement. Our last offer to Denies was an equal or great value exchange to a different product which she refused. This offer is still available to her, and we would love to resolve her concerns by putting her in a different product and taking back her custom order product. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dont want to waste your time, as of right now , dont think this warrants a complaint Bought a lazy boy recliner with extended warranty in June of 2022. Was delivered in July. I called about the chair not being assembled correctly. I have called twice , been on the phone a total of one hour between the two calls. I paid $135.00 for this extended warranty, I need an advocate to help me to have someone to check out this chair

  Business response

  09/13/2022

  I do not believe this customer purchased from my store location in ********, **, given the CA address. Either way, ******** provides a standard warranty on frames, springs, and reclining mechanisms. Problems with chair assembly would be covered under the standard warranty, not the extended coverage. This customer should directly contact the store they purchased from, and be directed to their local customer service team. Thank you. -***************************, Store Manager

• Initial Complaint

  04/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a new leather chair from lazy boy in may of 2021. The chair was ready for pickup finally in September of 2021. While in the store purchasing the chair, we explained to the associate we had children and a dog. We were sold an additional warranty on the chair where it was explained that any accidental damage on the chair would be covered. Fast forward, my daughter had a toy on the chair and it scratched the leather. Did not rip it, but left the way it is the leather is compromised and will rip. I contacted the warranty company and submitted a claim. To my surprise, because the chair was scratched and not actually ripped yet they denied my claim and then gave me the lazy boy customer service number to call regarding any other questions. I called the number and the lazy boy representative again mimmiced what we were told in the store that any accidental damage was covered. He called the insurance company on the other line and they confirmed that they denied the claim and if the chair would rip in the seat or arm where compromised in the future they wouldn't cover it! My claim was escalated and the only response I got back was that I can pay **** near another 500 to fix the chair and that's it. This is completely unacceptable. I was mislead to purchasing a warranty that does not cover what was sold to us. Now I have a chair that is less than a year old, damaged, will likely rip and a warranty that will cover NONE of the costs when this happens. This has left an incredibly bad taste in my mouth for the quality of this furniture and brand.

  Business response

  05/18/2022

  I received a call today from Lazy Boy regarding the above mentioned complaint that was filed on your website. 

  
  

  I spoke with ****, who was extremely helpful, and Lazy Boy will be replacing the seat of the chair and arm rest that were accidentally damaged which fully resolves my claim. 

  
  

  Can you please **** this situation as successfully and satisfactorly resolved? 

  
  

  Thank you so much! 

  ****** Beno 

*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. ↩