Complaints

• Initial Complaint

  01/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  My wife and I placed an order for living room furniture with the above mentioned store in February of 2022. At the time we gave the store a deposit of $2,118 toward the purchase and were told to expect delivery in August of 2022. August came and went with no communication from the store. We contacted the store in September and were told there was an issue sourcing the oak wood for the chair arms. The week before Christmas I received a call from their ************ warehouse that the furniture had arrived and to please call them. I returned when informed me they could not schedule a delivery unless I provided them with my credit card to pay the balance of the order. I found this to be very uncharacteristic to my previous dealings with furniture retailers who have traditionally delivered the furniture allowing us to confirm the order was correct and in good condition. I contacted the store and was told my only recourse would be to drive to the ************ warehouse where I would be able to do a self inspection. Due to the significant weather ************ was experiencing it prompted me to "trust" that our furniture would indeed be fine and not risk the drive.I decided not to force the issue and simply went to the store and paid the balance. We agreed upon a delivery date of today, Thursday, January 19, 2023. Last night after 7:00pm I received a phone message from our sales person, *************************, informing us that one of the two chairs we had ordered was damaged and would not be included in the delivery. She also went on to say that she would not be in store Thursday or Friday and if I had any questions I could contact the cashier I had given my payment to last week. No mention of next steps, no mention of when I might receive the second chair.7 days ago I contacted *********************************, Lazboy Regional Manager explaining the situation via email. He acknowledged receipt of the email and said he would investigate. Since then I have received no further information from Lazboy

  Business response

  01/31/2023

  We're sorry to hear about your experience, but we're happy you brought this to our attention. Our team would be glad to further investigate and see what we can do to help. I have emailed the store manager ***** and ******* to contact you with a update.
  
  Thank you,
  ******************
  La-Z-Boy
  

  Customer response

  02/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received a similar response from *********************************, ******** regional manager, on January 19, of this year and have heard nothing since. I would have expected someone from the company would have contacted us after realizing the furniture we had purchased was damaged and would not be delivered. I am happy to discuss how we can resolve this fairly but to do so requires a dialogue which, to this point has not been available.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November, 2022 my recliner would not recline. The same problem occurred one year before on November, 2021. La-Z-Boy came out and repaired the recliner. The parts were free, but I had to pay La-Z-Boy for the labor. This time I had a local company from Sacramento that repairs recliners come out to give me an estimate. I informed the repair company what La-Z-Boy had repaired in the past and he informed me it was the same issue again. He stated I needed to call La-Z-Boy to get the free parts. He stated he could repair the recliner for $250 labor after I got the parts. I called the warranty department located in Monroe, MI. They informed me that there were new franchise owners for La-Z-Boy and they could not order any parts for me because they do not have access to the independently owned stores customer records. They gave me several numbers to call. After calling and calling and sometimes being on hold for over two hours, no one was willing to assist me. I was going around in circles. I finally got someone's attention by posting on The La-Z-Boy Facebook page. Please see uploaded documents. Someone from the San Jose warranty department called me. I informed the person that I not only wanted free parts, but I wanted free labor since it was only a year and it's the same issue. She stated she could give me the free parts, but I had to pay for the labor. She informed me that because there were now new franchise owners she could not verify the past repair because there were no records. I don't understand!!! When there are new owners, what happens to the old repair records? Don't tell me they get destroyed. If that's the case, that seems very underhanded to me. I informed her I wanted free parts and free labor. She said no to the free labor. I asked to speak to her district manager or supervisor and I got conveniently disconnected.

  Business response

  02/02/2023

  Business Response /* (1000, 5, 2023/01/26) */ Hello, Our service warranty for inspection and labor is covered for 1 year from the delivery date. Parts: mechanisms, springs and frames are covered for 1 year. This customers date of delivery is 07/26/2018. They are not covered for inspection or labor. We can definitely order the parts that are covered at no charge. However, if they'd like them installed it would be at a charge of $125 per hour. Inspection is $75. Thank You, ********** Consumer Response /* (3000, 7, 2023/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from La-Z-Boy. I don't understand part of the La-Z-Boy reply. The company replied that the parts: mechanisms, springs and frames are covered for one year. The warranty I received from La-Z-Boy when I purchased the recliner was that parts including mechanisms, springs and frames are covered for the lifetime of the unit. Please, see attached. On December 9, 2021, La-Z-Boy repaired the footrest on the recliner. Please see attached for further details about the repair. Exactly, one year later I have the same issue with the footrest. I had an independent furniture repair person look at the recliner and he informed me it was the footrest that needed repair, again. He informed me the repair was not done correctly by La-Z-Boy back in 2021. I want La-Z-Boy to stand behind their work. Before I contacted the BBB, I informed La-Z-Boy of my repair back in 2021 and even gave them the service number of the repair. They would not pay any attention to me. They kept telling me they do not have access to repair service information. Really??? This is not right. La-Z-Boy did a poor repair job back in 2021 and now the footrest has to be repaired, again. They do not stand behind their repair jobs. I want to state this, again. They do repair work and they don't have access to the repair records. Someone needs to explain that type of business procedure to me. It looks like I may have to contact the owner of La-Z-Boy. Business Response /* (4000, 9, 2023/02/01) */ My apologies, the mechs, springs and frame parts are covered for life. However, Labor is only covered for 1 year. We can proceed with service however, inspection and labor fees do apply. Thank You, **********

• Initial Complaint

  01/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello On January 24, 2022 I purchased a sofa and loveseat for $6446.50. At the time I was told it would take about 4-6 months for delivery. I received the couches on July 15, 2022. In August I requested service because there was a repair on the foot recline area that was repaired, I also mentioned to the repair person that the cushioning of both couches was inferior to the model in the store and I wanted it fixed. He said call for another repair appt. At the second appt we were told ********** was to come to our house to be fixed. We received another call from the repair people stating that la z boy said it was not cost effective to add the cushioning and that we shoud talk with ****, manager at la z boy to get a replacement. I spoke to **** many times and I keep getting the run around that the couches are being reordered or I can pick a different replacement sofa because she could not assure me that the replacement sofas would not have the same cushioning problem. I told **** that I did not find anything else I wanted and would at this point want a refund, **** states she spoke to corporate twice and was unable to give me a refund and she had expedited a replacement of the couches, this is the fourth time she assured me the replacements were order but could not give me an expected delivery date. Since August I have been getting the run around from **** and at this point I have no confidence in anything **** says about either a refund or a replacement. I want a refund. thank you for your help. ******* ************

  Business response

  02/07/2023

  Hello,

  This customer replacement unit has been reordered. The ets date is 03/13/2023. The store will contact the customer when the unit has arrived and is ready for delivery. Unfortunately, a refund can not be issued.

  Thank  you,

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

  La-Z-Boy

  Customer response

  02/09/2023

   
  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.  However, I have been talking with ****, the manager since August 2022 and she has repeatedly told me that the replacement couches were ordered and when I called after waiting for a delivery date she seemed to not know what I was talking about and again said she would order the replacements.  Hence, we are now february 2023 with no replacements yet.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  February 4, 2022 I purchased a dining set with 5 year protection plan included. Expected delivery in six month, it took eight months. Delivered on Oct. 25, 2022, the table had scratches and wrong base. I had several communications by phone to **** in the office. He had a difficult time finding a table not damaged. Second table delivered Nov. 2. The delivery person and I noticed damage in one spot, we both thought it was in the wood due to the lighting. After careful examination less than 30 days, I noticed that same marking in 4 different area where the natural wood is supposed and pitted. Also there is a print that was on the table before coding. The coding did not cover the print. Total cost $2,251.88. Final communication is that the Warehouse said they are stress marks and will not replace the table or refund.

  Business response

  12/27/2022

  Business Response /* (1000, 5, 2022/12/27) */ Hello, Unfortunately, Case Goods are handled through the Warehouse and the Stores. Natural wood will have stress marks and natural wood markings. These are not defects. Thank You, ********** La-Z-Boy Consumer Response /* (3000, 7, 2023/01/03) */ It did not satisfied my satisfaction. No one looked at the table as promised. The table is damage. I have a 5 year warranty on the signed contract for all scratches and damages. I will move towards filing a suit for mental stress since November, age and race discrimination. I have all documents, their policy and phone communications where they did not meet their commitment. It all has been communicated to them including the store manager. Sent from my iPhone Business Response /* (4000, 9, 2023/01/04) */ Hello, As I explained previously. Case Goods are handled through our Warehouse and the stores. You'll have to contact them for further assistance. Thank You, **********

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *************, ** location. Ordered a 2 piece sectional in July 2022, delivered 12-2-2022 a day later than originally scheduled. When items delivered I noticed that the colors seemed a little off but figured it was the way the light was hitting the pieces. Went to dr **** and when I came back an hour later I could definitely confirm they were 2 different shades of grey. Called the store and reported the error and was told by ****** that the store manager would call me the next day Dec 3 since he was currently out. I also mentioned that I would be willing to keep the mismatch pieces for a discounted prices. Otherwise I will wait another 6 months for matching pieces. No call Sat/******* gave them the benefit of the doubt since it was a weekend and probably busy and maybe they didn't have time to figure out a solution. Mon **** and still no call, I call again tell the person on the line that I am still waiting on a call from the manager, nothing. I paid $4,200 for a custom made couch and received mismatched pieces of furniture and silence from ********* I attached pictures so you can see the different shades.

  Business response

  12/13/2022

  Hello,
  
  I will contact the customer to look into this issue. We will work on getting this resolved.
  
  Thank you,
  ******************

• Initial Complaint

  12/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 6/25/22 we went to the La-Z-Boy store **************** , to sit on the ******** sofa that I had been researching online. We placed an order for the sofa, giving a deposit of $680. We were told that this model was being discontinued and to expect to wait about 6/7 months. I received an email on 11/23, letting me know that the sofa had arrived in rthe ******** warehouse, and that I was to pay the remaining balance of $2039.13 to schedule delivery. I immediately paid the balance and delivery was scheduled for 12/8. On the day of the delivery. the third party drivers came with the sofa, they had zero moving equipment and they were small men who complained in spanish about how heavy it was (I am a native speaker) - They took the legs off and tossed them on my brick porch then placed the sofa in our living room. They extended the reliners, took a picture, asked for a signature, and left. When we sat in the couch it became immediately apparent that something was wrong. The left side arm seemed to be loose, to move when you sat against it, the seat creaks horribly and the left side seat feels quite different than the right side. we moved it a bit to make sure that it was level, the problem remains. I immediately sublitted a service/complaint for on their online system. I called the store on Monday, I have called and/or emailed every day and have gotten no response. I have posted on ********. The only answer they have given me, is that I must use a third party repair service and a warranty claim. I do not want some shoddy repair of my "BRAND NEW" sofa. The service company does not even have availability for an investigation until the 8 dayd from now. Why shoudl I have to accept a repair. we want a refund. I am disgusted that the store manager basically said, sorry too bad, wait for the repair people to call you. They don't answer emails, they don't call you back, the voicemail boxes are full. zero customer service. do not want their shoddy product.

  Business response

  12/16/2022

  Business Response /* (1000, 5, 2022/12/13) */ Hello, Looking into this sales I see that the customer will be issued a refund once the unit is picked up. Thank you, ********** Consumer Response /* (2000, 7, 2022/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was fully refunded and the broken sofa was removed from my house.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November 9, 2022 On November 1, 2020, I ordered a Sectional Sofa (CUSTOM ORDER TICKET **********) from LAZBOY FURNITURE GALLERIES - **************************************** which was delivered nearly six (6) months later in April 2021. The cost was $ 2457.30. Between that time and now, beginning August 2021, I have had to be hospitalized and undergone three (3) separate surgeries with varying lengths of recuperation while prescribed pain medication. I am a widow and a senior citizen who lives alone with no pets and infrequent visitors. I am employed and work for the *******************************. During one of my periods of recuperation after a surgery, I noticed that the sectional sofa seemed to be covered in two different fabrics. I could not be positive because of the color of the furniture; I was not sure because of lighting differences. However, the fabric looks, wears and feels different on the different sections. I have additionally noticed defects in workmanship with sunken spots, shifts in materials, lumps, creases, and inferior construction/weak framework. I cannot understand this because my furniture was fully paid for and supposedly specialty-made, taking some six (6) months to complete and deliver. I bypassed other stores and items to specifically make this purchase . . . I really thought that I had purchased items that were of highest quality and reputation. However, sadly, I was sorely mistaken. I am upset, agitated, frustrated, dissatisfied, disappointed, and EMBARRASSED. I do not want guests to visit because I am ASHAMED of how my sectional sofa looks. Friends and family know exactly when I purchased this furniture and realize that it was not that long ago, and my furniture already looks like I have six (6) children living here. The furniture that I had previously was ten (10) years old and still looked new when I purchased this sofa. Prior to that the furniture that I had was nearly twenty (20) years old and looked new when I donated it.

  Business response

  12/15/2022

  Business Response /* (1000, 8, 2022/11/28) */ Hello, Unfortunately, this is a custom order and there is no refund or exchanges. I see that the customer is out of warranty for service. We can have a Technician inspect the units. However there is an inspection fee of $75. Labor is $125 per hour. Mechanism, springs and frame parts are covered under life time warranty. However, upholstery and cushions parts are out of warranty. Those parts would be at a charge. Best Regards, **********

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and came into this location and visited with the salesman *************. We thoroughly explained the type of sectional we wanted. He verbally agreed and understood. We paid our deposit of 50% as requested. Our sofa arrived 5 months after purchase due to the custom order. We did not receive the order that we thought we purchased after conveying exactly what we required. I contacted salesman the next business day only to be informed there is nothing they can do on a custom order as these are nonreturnable and nonrefundable. To no fault of our own, we now have a sofa that we did not want and our only option is to purchase additional seating for said sofa at out added expense. This is poor customer service to a repeat customer. It is the salesman's mistake that is relayed to the consumer at no remorse. I would never recommend this location to anyone.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/10/05) */ Please remove this BBB from our account. This customer purchased from Vivian, LA as indicated in the review. This is not one of our locations. La-Z-Boy is an individually owned company. Our locations are in Northern California. Thank You, ***************

• Initial Complaint

  09/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a couch from La-z-boy on 5/7/2022, for $2015 and paid it in full. We were informed by employee it would take three to four months. I have made several inquiries and received several excuses for the delay. I requested a refund and was told they would check with their corporate office who denied it. They have told us the electronic chips are in and material is cut, but we have not been given a date as to delivery.

  Business response

  11/21/2022

  Consumer Response /* (-5, 5, 2022/09/19) */ The address for our complaint is not correct. The correct address the couch was purchased from: ***************************************************************************************** Consumer Response /* (2000, 15, 2022/11/18) */ The company finally delivered my couch after 6 months of delays. supply chain materials-truck delays and misplaced item for 4 weeks. I will never purchase another item from any LA-Z-BOY.

• Initial Complaint

  09/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a $5966 custom made sectional on 1/29/22. Finally received it 8/13/22. Upon delivery, pieces were missing, brackets were incorrectly installed, and there was excessive looseness in the backs of 3 of the recliners. 8/18/22 a repair person was dispatched who shrugged his shoulders and said he'd report back to his boss, but couldn't figure out what was wrong. On 8/19/22, one of the missing pieces arrived and was broken out of the box. The delivery person said they'd report it. On 8/20/22, contacted the store manager with a list of complaints and requested returning the merchandise. After a month of unanswered telephone calls to store manager "*****" and district manager "*******", was finally contacted on 9/10/22 and told "sorry, you own it now. We can try and fix some of your concerns, but there is no refunds". Our sectional couch system is still broken, cannot be connected together due to missing/improperly installed brackets, and now apparently is "ours".

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/09/13) */ Unfortunately, there are no refunds or exchanges on custom units. However, we have inspected the units and do have parts on order to bring then up to manufacture standards. Once the customer receives the part they can contact us for scheduling the installation. We must work within warranty to repair the units. Thank you, ********** La-Z-Boy Consumer Response /* (3000, 7, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Custom order does not equate to, "you are stuck with what we build for you whether it's a quality piece or not". This piece of furniture is garbage. I would have expected this quality from an off the floor piece at IKEA. No amount of replacement parts are going to bring this up to MY STANDARDS. I am the customer, I paid an exorbitant amount of money for a sectional couch because I expected and demand a top level piece of furniture. Meeting your standards and mine, are clearly very different. This a brand new couch, it should not need the entire couch rebuilt. You had 8 months to built it correctly the first time. Business Response /* (4000, 9, 2022/09/14) */ Unfortunately, we must proceed with service. Parts need to be installed. If the issues are not resolved after the installation then we can send the service history to Product Support for further review. We must work within warranty. Thank You, ********** La-Z-Boy

*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. ↩