Complaints

• Initial Complaint

  06/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November ** we purchased new furniture from LazBoy and it was delivered on December *, 2023. Within * weeks the recently purchased ****** tables started to chip and get damaged from various incidents. The quality is terrible and they should be embarrassed. The sales associate convinced us to pay for a insurance plan and when we went to file claims the insurance company (*******) denies all claims. The sales associate convinced us to get this policy without knowing the difficulties and inside outs of the claim process. There should be an in store policy and warranty as to have furniture be damaged so quickly is terrible. Why would the store sell an insurance policy they know will not be upheld? I suspect there is collusion in the works between LazBoy and ******* and want LazyBoy to replace their ****** furniture. It is the right thing to do if they want repeat customers.

  Customer response

  06/02/2024

  Location is ******************************************************************. Furniture was purchased Nov ** and was damaged less than a month later. When I contacted the business there was no response until I threatened to file a complaint (which I now have).

  Business response

  06/02/2024

  ****** did authorize replacement on Feb *** and we reordered the table the same day and we expect to receive her new one by mid March so all is handled.

  Customer response

  07/02/2024

  I spoke with them and understand 1 table is being replaced. I am asking for BOTH tables to be replaced for valid and appropriate reasons and to date have not heard back about the second one. I was promised a reply in ** hours (from Feb *) and have heard nothing. ****** request ****** is delaying satisfactory resolution of my concerns and they need to communicate more effectively both with me as the client as well as ********* Once they approve the second table, this complaint can be satisfactorily resolved. Until then, kindly keep it open.

  Business response

  21/02/2024

  We have now got a response from ****** and they have agreed to replace both tables.We expect to have them both here in the next *** weeks.

  Customer response

  24/02/2024

   
  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 although I still have not received this confirmation from either ******* or LazBoy. Terrible terrible customer communication. I have printed this information and will use it in a court of law if they do not follow through with their stated promises.
  
  Sincerely,
  
  *************************** ***

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Lazboy leather recliner from the ********* store on 01/11/**** and were told it was leather by the salesman ***** who talked us into buying their platinum coverage protection plan. ***** stated that if in the * years and ** months, we no longer liked the color of the recliner we could have it changed if we purchased the platinum plan. We could call up the service department and they would come and change it to the color we wanted.Let alone the certificate says ***% Peace of mind "Protection Plan" Well that's a definite lie.this recliner is * years old and is piling everywhere even the service tech who came out to look, change a broken latch, and tighten up the reclining mechanism. Said I haven't seen one pealing or pilling all over like this one. He was here *****/2023. Received a call a week later from *****'s **************** manager she said that pilling is normal wear and tear on any fabric or leather product. ***** left me that voice message on September *** 2023. today *****/2023 I was able to speak to ***** she said she could give me the store manager or head office to call but it would come back to her and wouldn't be covered. I said ***** no sense in me wasting my time I will file complaints a different way. nowhere on their platinum warranty does it say pilling will not be covered so they don't disclose any defects of the products or what it is really made of. there need to be discloser and buyer beware postings. they make you believe you're buying a superior product only to find out you have been lied to and none of their warranties cover any of the flaws from low-quality materials that they use.I would like for my recliner to be repaired with new leather as per the warranty I believe I purchased.

  Business response

  11/10/2023

  From ********************* customer service manager

  I spoke with ******************* on October ***, he wanted to speak to a manager as he was advised by the technician that the peeling is not covered due to it being wear and tear, also the accumulations that the customer had on his ******** is another issue that is not covered under the warranty plan.
  I have attached the warranty where it states the coverage under his Platinum warranty and I have also attached the exclusion side of the warranty. On the warranty card where is states "What is not covered" the first line in bold letters states "any stain or damage that is not specifically listed under the section titled "coverage"
  I asked him if he read his warranty and he said no. I also mentioned that in 2020 he reported that same issue and we advised him them it was not covered. 

  As a goodwell gesture ,we will offer **% of the original purchase price to pick a new piece of furniture.This would be on top of whatever sale price we have on the piece.

  Customer response

  12/10/2023

   
  Complaint: ********
  
  I am rejecting this response because :As per my statement we were told by the salesman that this platinum warranty covers us for anything even if we decided to change the color no questions asked. He did not turn the document over and read through the exclusions.

  under coverage it reads ***% Peace of Mind Protection plan. 

  I ask what does that mean to you ? there is no print or hyphen's to say turn document over and read the fine print.

  with that said if Lazboy was to send me a check  for ** % of purchase price i could agree to that for settlement.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  17/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I were furniture shopping so we decided to go to Lazyboy furniture on ******** in *******. We came across a dark gray sofa recliner that sits 3 people. We both sat down and we could not believe how comfortable this sofa was we were sold right their and then because how comfortable this was. We did not buy it just then because the price was very high. So we talked about it and said its best to spend the money for quality. We went to sit in the sofa again and same reation wow this is so very comfortable so we bought the sofa. When the sofa arrives we sit in it what a shock it we get it was sitting on the hard floor. Well I'd rather sit on the floor then this thing. So anyway we go back to the sofa at the store and sit on the floor model and same thing this sofa is not the one we wanted. So I told the lady at the store how disappointed we are with the sofa. She said you need to invest ***lb people to come over and sit on the sofa. When I do sit on the sofa my back hurts as well. These people should not be selling a sofa to someone knowing that they are not going to receive what they wanted a comfortable sofa. Every time I see or hear the name Lazyboy furniture I get very angry. This is alot of money that we wasted. Ins6of sitting o. Our comfortable sofa that we thought we bought I sit on the floor. How very sad is that. DO NOT BUY ANYTHING FROM THESE CAR SALESMEN RUN..............

  Business response

  16/08/2023

  Hello. We are the ******** dealer in *******. This would need to be reported to the store that this was purchased from as our organization only operates in ******* and ******** stores in ****** are independently owned and operated. 

   

  Thank you. 

  Customer response

  16/08/2023

   
  Complaint: ********
  
  This purchase  was made in ******* ******* ****** in the ******** lazyboy store not in ******. I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business response

  17/08/2023

  Hello. The business listed in your complaint is our ******, ******* office. This office only controls the stores in the ******* and surrounding area. You would need to submit a complaint with the ******* location you purchased from. 

  Business response

  08/09/2023

  While we empathize with the customer and her comfort issues with the sofa she purchased, every sofa has a slight variance to firmness, we do not do anything different on our floor samples that the customer tests during their store visit.  All customers receive a bill of sale with Terms and Conditions that state they may return within * days.  After this time period we do cover Manufacturer defects for * year, however comfort does not fall into the defect category.  The customer took delivery of the sofa Dec *, 2021 and made contact with March **, 2022 to advise of the comfort issue which is * months after delivery took place.

  As an act of good will, we will extend a courtesy **% discount on a future purchase that would be applicable for one year from this date.

  Customer response

  08/09/2023

   
  Complaint: ********
  
  I am rejecting this response because: We are not the only ones that complained about not getting the sofa that we originally sat on in the showroom.  We sat on more then one of sofas on display.  It is different then the one that we have. So very angry and disappointed.  We will not expect anything other then a refund. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November **, 2022, I purchased ******* furniture from your store. My order was for 1 table, 6 chairs and 1 buffet for a total of $*****; Sales Ticket Number *********, which has been paid in FULL. I paid $***** at the time of purchase. I was told pickup date would be about 3-4 months away. On March *, 2023, the store called indicating my furniture was ready and I paid the balance of $********. I arranged for pickup Saturday, March *, 2023, from the **************************** *******. On pickup day, 2 chairs were damaged/broken, 1 table leg was damaged and the top of the buffet was damaged. I was told that the Service Manager would contact me on Monday regarding the damaged pieces. I left with the table, including the damaged leg and 4 chairs. Two chairs and the buffet were left behind. Once home, I discovered that 2 additional chairs are damaged. In initial communication with the Service Manager the week following the pickup, he indicated that he would have to consult with ******* for repair/replacement of the damaged pieces. He eventually indicated that a total of 4 chairs would be replaced. After many attempts to get information about the buffet, I was told that ******* will not replace the buffet but instead the wearhouse will fix it. This is not acceptable. I paid for NEW furniture and I expect to receive all of my replacement furniture as NEW pieces. I did NOT purchase furniture from the ******** wearhouse, I purchased from the store and the products are ******* products, not products refurbished by the warehouse. To date, I have not received any of the replacement pieces. Since March *, I have tried numerous times to find out when my furniture will be ready and consistently, I am either ignored or told that information is pending. Responses have been rude and incomplete. I have paid in full for furniture I have not received and I want this resolved immediately. Resolution would mean I am in possession of the NEW piece of furniture I have paid for.

  Business response

  21/09/2023

  She ordered a custom dining set from ******* end of November and it came in in the normal timeline of **** weeks.

  here is where things didn`t go as well as we would have liked. She is from ********** so it is a little distance away.We called her to come pick it up and we set it up for the day she was scheduled to pick up.when she came to the warehouse to pick up , there was slight damage on the buffet and a couple of chairs so she left them for us to fix . When she got home,a couple of the other chairs had slight damage as well.we ended up ordering 4 new chairs from the factory as well as 1 table leg but the buffet , we fixed to the point where you could not tell there was any damage.She was very impatient with how long it took to get the parts but it was out of our control as the factory generally takes *** weeks to get parts.The bottom line is we ordered 4 new chairs,yes it was inconvenient because she was out of town as well as a new table leg.We ended up offering her a *** discount for taking the buffet which she refused and we ended up giving her money back on that and we shipped out the 2 dining chairs that were still here on our dime.At this point,as far as I can tell,she has her table and 6 chairs as she ordered and while I agree that it wasn`t as smooth as it should have been,these things happen and we tried our best to satisfy the client.

*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. ↩