Complaints

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a sectional reclining couch in May of 2022. When I purchased the couch, we were told the only cushion available to us was a standard cushion and that it was firm. I have back issues, and I needed something that wouldn't be too soft. We were replacing a couch that we had for 7 years, and the #1 reason is that the cushions were too soft. When the couch arrived in November 2022, we didn't get a chance to really explore the couch. We had holiday travels and lots of activities. We also left the country. When we were back in January, we noticed that the couch was very soft, and when sitting, you sink very low. To sit on the couch, you have to bring in extra cushions or pillows to sit on. In early February, we knew this couch was not right. After calling a few times with no callbacks, I drove out to the store location. I spoke to the newly promoted manager *********************** who informed me that the person who sold me the couch was no longer there. He shared with me that she had a history of not being thorough and apologized that we weren't offered other cushions that were available at the time of purchase. After several attempts, ***** finally got a person to come look at our couch. The technician said that he could see our complaint, he shared that this was standard for ********** standard cushion, but he would submit in paperwork. That was on 3/13/23. After repeated phone calls and repeated conversations with ********, who was trying to help us since ***** wouldn't call back. She kept forgetting. Every conversation, I had to start over until she would say, "Oh.. I see". Finally, ***** called back and shared his District managers were not going to help us. I offered to pay the difference for the upgraded cushions, and I was told no. I have a $10K couch that is brand new and can't be used. I have other couches from them, those are fine. I'm a repeat buyer, and they told me they don't care. In the pictures, you can see you sink at least 4".

  Business response

  04/18/2023

  Hello,

  Unfortunately, these are custom units. There are no refunds or exchanges on custom units. There are no upgrades or downgrade options. The sectional is built up to ******** standards. 

  Thank you,

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

  ********

  Customer response

  04/18/2023

   
  Complaint: 19942590
  
  I am rejecting this response because: the couch sinks down quite a bit when you sit on it. The cushions are not adequate and we were told the cushions would be firm. In looking at our order paperwork, no where on the paperwork does it say standard cushions. It's written in LazyBoy code and no where do they share that their couch cushions would sink several inches. We were very clear with their sale person on what we needed and why. It's unclear why they can't work with us to remedy the couch issue.
  
  Sincerely,
  
  **********************

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/3/22 I ordered a recliner from La z boy and was over charged $2.01. I left messages for the salesman ***, several times to inquire about this. When I finally reached him, he said he gave it to the manager to resolve - without calling me to tell me he had done so. I then left a message for the manager to call me - he never has. My question is, do they overcharge all customers? The communication is horrible. I wouldn't pursue this except, No one told us that to pick up the piece from the store, there would be no one to help. My husband had to **** ft it himself up to *********** drive bed of the truck! When we got it home, we discovered it was faulty. They refused to deliver the replacement recliner! We waited for the replacement to arrive & we had to unload the damaged chair & load the replacement! With all of this, we figure they owe us alot more than the $2.01. Do they overcharge all customers?

  Business response

  04/11/2023

  Hello,

  Unfortunately, there are no refunds or exchanges. However, I do see a credit for $2.00. Please contact the store to have them issue you the credit.

  Thank You,

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

  La-Z-Boy

   

  Customer response

  04/11/2023

   
  Complaint: 19920888
  
  I am rejecting this response because: as I said, they do not respond to any & multiple communication.
  
  Sincerely,
  
  ***********************

  Business response

  04/19/2023

  Hello,

   

  Please contact the store for your credit. 

   

  Thank you,

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

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought arm chair with swivel base on 10/8/22 for total price of $1471.09.Chair was delivered on 12/8/22 and set up at home residence. Paid in full upon delivery.After set-up noticee that chair was not balanced correctly as one always slides off the front when trying to sit on it.Contacted store on 12/10/22 and reported issue.Repair technician came out twice but could not fix or adjust it. Consequently was asked to contact ***************** then ******************** Reported the issue but none could or would help. Eventually the warranty departmrnt referred the issue to the ********************* who were supposed to contact me. No contact was established. (I have no contact information.)Went back to theCustomer ****************** but could not get any additional response even after trying for 3 weeks. It is now 3/29/23.

  Business response

  03/30/2023

  Hello,

   

  This customers service history has been sent to our Product Support for further review. Unfortunately, it does take time to receive a reply back. Once we receive an update the customer will be contacted.

  Thank You,

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

  La-Z-Boy

  Customer response

  03/30/2023

   
  Complaint: 19870232
  
  I am rejecting this response because: It has been over 4 weeks without additional response.  
  
  Sincerely,
  
  ***********************

  Business response

  03/30/2023

  Hello,

  Unfortunately, we have to wait for a reply for Product Support in order to proceed and work within warranty.
  

  Best Regards,

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

   

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lazy boy is not honoring their warranty. I have been trying for months to get my couch repaired. It is currently not usable with a broken frame. First call no appointment for over 4 weeks, they couldnt fix it. They ordered a part but they didnt actually. So when I called them they did. But refused to scheduled an appointment until the part arrived. So I had a huge box to hold until another month the appointment could be made. Then it was the wrong part. The couch was left not usable. Screws and staples all over my floor and they said another part needed to be ordered. This time they want to schedule first (strange) but its over a month out. If I accept that and it actually gets fixed that will over 4 months. Every time I call I either get told I need to call someone else (in a big circle) or someone is busy and they will call back. But they dont. The last call I just had she (******) hung up on me because she claimed I was being rude for not understanding that they were short staffed. I had told her that wasnt my problem I just want my couch fixed soon I have now called daily for 2 weeks, no one is ever available. I get empty promises that I will be called back which doesn't happen. Still the second part has not arrived. I have been out a couch now for 1/4 a year with no end in site. I need a couch for my home. This one is not in a safe condition especially around small children. So I want a full refund for the couch plus the $75 for starting the repair.

  Business response

  03/20/2023

  Hello,

   

  Looking into the service I see the part was shipped out to the customer on 03/16/23. Once the customer receives the part we can schedule the customer. Installation labor fees do apply.

   

  Thank you,

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

  Customer response

  03/20/2023

   
  Complaint: 19615760
  
  I am rejecting this response because: I started this process in December and have been without a couch since then. 

  That part should have been ordered immediately given the circumstances and they waited over a week. Then probably another 2 months waiting for the 3rd appointment. 
  

  Secondly the second repair man left my living room a disaster  screws and staples all over the floor. The couch wasnt even put back together so its been useless since. Given the risk of small part being left out to small children this issue needed to be addressed. They refuse to acknowledge this or send another repair company that is safer and more timely. 
  

  I am seeking a full refund because rather than honor their warranty in a timely manner they have given unnecessary delays. 30 days is reasonable  4+months is not.

   

  
  Sincerely,
  
  *************************

  Business response

  03/27/2023

  Hello,

  Sorry, I am not authorize to issue refunds or exchanges. We must work within warranty.

   

  Thank you,

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

   

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a reclining sofa 12/2/22 that was delivered 2/11/23. Discovered that night left section sinking in with a significant dip at the low back area and difficult to recline. *ight section difficult to recline. Notified store mgr. the next am, 2/12/23. He stated he would request a replacement section. I informed him if the issue could not be resolved we wanted to return the sofa and get a refund. Total cost: $2,429.72. No response from LaZBoy service ***** 3 days later contacted mgr. who said he could not help and cannot put in a request for replacement. Escalated to Corporate in MI, who delegated to the *egional Manager. 3 weeks later, 3/7, serviceman assessed need to replace * section and * section repair of frame. No response from company to approve the work. Sent email to *eg.Mgr. 3/14, He replied via email it will be at least 4 wks, for a response from customer service to validate replacement and put an order in if they approve it. He's assuming they will. He said this was regarding the * section. No mention of * frame, and he stated 2-3 mos. from there for the replacement section if it is approved. Escalated to *eg.Mgr. and Corporate via email w/no reply to request a return w/refund if issues cannot be resolved w/in 30 days. Sofa causing progression of back issues and pain. It has to be padded with multiple pillows to tolerate use, and reclining function is "rickety." Notified *egional and Corporate in emails 3/14 and 3/15/23 with no response. If the * section of the sofa cannot be replaced and the * section frame replaced/repaired within 30 days, we would like to return the sofa for a refund, as I informed the store manager of within 24 hours of delivery, and as I informed the *egional manager of in our conversation 2/23/23. Thank you.

  Business response

  03/20/2023

  Hello,

   

  Unfortunately, there are no refunds or exchanges. We will have to work within warranty. I see that parts have been ordered. Once the customer receives them we can complete the repair.

  Thank you,

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

  Customer response

  03/20/2023

   
  Complaint: 19614564
  
  I am rejecting this response because:

  I have not been contacted by the company with what the company is providing. I was told we would be called with an approval of replacement of the entire  left section and the frame repair for the right section. I would like a call from the company to let me know what resolution they will provide, and the estimated time, please, before I can accept the resolution. 
  
  Sincerely,
  
  *******************

  Business response

  03/27/2023

  Hello,

   

  I am currently working with Product Support on getting the an RGA. Returns Good Authorization.

   

  Thank you,

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

  Customer response

  03/30/2023

   
  Complaint: 19614564
  
  I am rejecting this response because:

  I have made multiple attempts with voice messages and emails to contact the Regional Manager. He has not contacted me back. The service **** has a date 2 1/2 weeks out to replace parts, which is not acceptable with a senior who is experiencing more pain by the day due to this sofa that has been defective  from day 1 . The right side is now separated from the arm in addition to the malfunction and cushion failure  on the left . I reported this  over 1 week ago.   I am still  requesting to return the sofa for a refund. 
  
  Sincerely,
  
  *******************

  Business response

  03/30/2023

  Hello,

  I'm still waiting for a reply from Product Support on the *** request. Once I receive an update the customer will be notified.

   

  Thank you,

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

  Customer response

  04/04/2023

   
  Complaint: 19614564
  
  I am rejecting this response because:

  
  It has not yet been resolved. 

  
  Sincerely,
  
  *******************

  Business response

  04/04/2023

  Hello,

  My apologies, we are still awaiting a reply from Product Support. We have to work within warranty. I have emailed Product Support for an update.
  

  Thank  You,

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

   

  Customer response

  04/07/2023

   
  Complaint: 19614564
  
  I am rejecting this response because:
  I called LaZBoy **************** yesterday (4/6/23) to inquire about the status of the **** I spoke to a person named ******* who stated ****************** was not available, and ******* offered to look up my information in the system. She could not find any evidence that ******* has contacted Product Support or that ******* has entered an RGA request. I left a message asking for ******* to please call me. As of today at 3pm I have not received a call back. I left her a voice message myself today with no reply thus far. 

  From my conversation with ******* yesterday it appears that ******* is giving you false information about requesting an RGA from Product Support and about waiting to hear back from them. 

  It  is an atrocity dealing with this company. I have left voice messages and sent emails to the Regional Manager , *********************************. over the past 2 weeks with no reply. I also sent an email to the corporate manager, ************************** over a week ago with no reply. Each message informed them about the egregious defects in the sofa with a request to return it for reimbursement. I also expressed the pain and discomfort it is causing as it continues to deteriorate. In addition to the initial problems of the entire left section needing replacement and the need for a frame repair on the right, the left section reclining leg metal apparatus is so poorly made it has bent, and the right section is detaching from the arm of the sofa. 

  Thank you. 

   

   

  
  Sincerely,
  
  *******************

  Business response

  04/19/2023

  Hello,

   

  This customers service was sent to Product Support to request an RGA. The request was done through emails from Management to Executive Escalations. ******* would not have access to those emails. The customer was also scheduled today for an installation of the parts that were ordered. We will continue to work with Product Support on this RGA request. Once we have an answer the customer will be notified.

  Thank you,

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

  Customer response

  04/19/2023

   
  Complaint: 19614564
  
  I am rejecting this response because:
  The issue has not been resolved. The serviceman replaced the parts for the initial defects, but it has not fixed the poor workmanship. He had to send a new request to replace the arm frame on the right side. One thing after another is going wrong/breaking on this sofa from the date of delivery on 2/11/23 to now. I was told on 4/10 and 4/17/23 by ******* that an RGA for a refund was in progress and we "absolutely" would hear back before  today.  When I spoke to  Kathalyn in **************** today she stated that the reply has not come in and that the reply will indicate whether or not the refund will be approved. 

  I asked to speak with *******, the manager, but before I finished my sentence ******** cut me off with "she's not available."

  I asked if she could please leave ******* a message to call me. I also emailed the Regional Manager, ********************************* again today . So far no response. 

  Because there is no resolution by means of a refund, I do not accept the company's reply. Thank you.

  Sincerely,
  
  *******************

  Business response

  04/19/2023

  Hello,

  Unfortunately, we have to wait for Product Support to reply to our RGA request. That is the warranty process. I've also requested an update. 

  Thank you,

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

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased sofa bed on 07/21/2022 it was delivered on 10/2022 a few weeks later I called to report that there was a hole on both sides of the arms and the back cushion was sewn incorrectly so the the seat cushion won't fit underneath. I am unable to sit on sofa I have been in contact with them for over 5 months trying to resolve this.

  Business response

  03/15/2023

  Hello,

   

  This customer is schedule for an installation of parts on 03/23/23. We will have to work with warranty to complete the repairs. There are no refunds or exchanges on custom units.

  Thank you,

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

  La-Z-Boy

   

• Initial Complaint

  02/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order for a couch and love seat from ******** in *********** on 6/26/22 and paid a $2,050.00 deposit. The order paperwork says it would take 4-5 months to deliver the furniture. It is now 8 months since placing the order. The store manager has asked me to wait 3 more weeks multiple times. I want to have the order cancelled and deposit refunded.

  Business response

  02/27/2023

  Hello,

  Looking into the order I see that this is a custom order. Unfortunately, there are no refunds or exchanges on custom orders. I also see that this custom order is delayed due to leather delay. Please have customer reach out to the store manager for further updates.

  Thank you,

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

  La-Z-Boy

   

   

   

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction 12-2-22Sales Associate **************************Damage recliner chair was deliveredContacted service department per term and conditions of contract. After a long wait time I talked to ***** and she said a service tech would contact use in 1 to 4 business days. On Dec 12 a service person came out and said we needed a new base and fix side panel by remote. Base was ordered Contacted customer service two more times waiting over 1/2 hour 1/8/22 and over and hour on 1/10/22 with no answer. It has been over a month. I also try to contact ****** numerous times when first got our delivery did not return any of our callsSales ticket number 233-55533

• Initial Complaint

  01/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  i have ordered a sofa at Jun 19th and they say they do not have that type then i have to wait 6-8 weeks for their manufacture. Now 8 weeks have been pasted and they still cannot deliver it and tells me that they need 2 more months.Product_Or_Service: Sofa/Recliner

  Business response

  02/07/2023

  Hello,

  I'm unable to find a current sales ticket under this customers name or phone number. The customer must contact the store for further assistance.

  Thank you,

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

   

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a powered La-Z-Boy recliner on 10-6-2022 and the chair was delivered in December with no issues. On Friday, January 20, 2023 the chair stopped working. We tried plugging it into another outlet. Turned over the chair and tried to see if there were any disconnected wires. Looked at You Tube videos with the same remote number to no avail. After contacting the Emeryville, CA office where the chair was purchased, they gave us the number of their service department ************* The service department gave us a number for another company called Furniture Solutions with the earliest available time to send a technician February 18, 2023. Considering the fact that the chair was $2600.00 and took over two months to arrive, the company should be able to get their service department to fix the chair without a four-week waiting period.

  Business response

  02/02/2023

  Business Response /* (1000, 5, 2023/01/31) */ Hello, We're sorry to hear about your experience, but we're happy you brought this to our attention. I've looked into your service and see that you are scheduled for the earliest appointment available. I do apologize for the inconvenience. Best Regards, Desiree H. Consumer Response /* (2000, 7, 2023/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩