Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered the Lazboy recliner on 8-26-2023, the 5 year fabric protection, and I got it delivered 2 months later. The recliner resides in a home with two mature adults, no children. Around January 14, 2025, I noticed the upholstery starting to tear and pill. I went back to the store where I purchased it they said, it was covered. Gave me a number to call, which I did. When I contacted them they said they would not do anything. I had a previous recliner sofa from Lazboy that lasted **************************************** pill at all, looked like brand ****** recliner sofa should not be coming apart all ready. My mom purchased the same sofa. Her sofa is still fine., hers was a different color. I believe Lazboy used an -inferior material on this recliner sofa.

  

  Business response

  02/03/2025

  Dear BBB,

  We are sorry for any frustrations that this customer has encountered throughout their service experience.

  ******** offers a limited lifetime warranty on the parts of the frame, mechanism and springs, against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric, leather and standard foam padding have a one-year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. Electrical components are covered for 3 years, and labor to repair or replace any defective parts is also covered for one year from the date of delivery of the furniture.

  At the time of sale, select ******** retailers offer additional protection plans through various third-party companies, who offer coverage on an assortment of concerns that fall outside of the manufacturer's warranty. Upon reviewing this customers concerns, we found that the customer purchased a protection plan through a company called ServeCo.

  As ServeCo is a third-party company, ******** is unable to overrule their decision to deny a claim for any reason.

  We have contacted the customer asking for additional information for further review.  Once the review has been completed, the customer will be contacted.

  Kindest regards,
  *********************,
  ******
  E-Commerce Coordinator
  CM 886980

  Customer response

  02/05/2025

   
  Complaint: 22889879
  
  I am rejecting this response because: I did call them back. I got no response from them. I was hoping they would help me with Servco, since Lazyboy sold me the contract. So, is Lazyboy going to talk to me or not, do I have the BBB, go after Servo?
  
  Sincerely,
  
  ****** ********

  

  Business response

  02/06/2025

  Dear BBB: 

  We have been in communication with the customer since receiving the complaint. 

  On February 3rd 2025, we called the customer to request additional information a voicemail was left and a follow up email was sent. The customer replied with the requested information and on February 4th, we advised we would sending the information to our Product Specialist for review. On Rebury 5th, 2025, we reached out to the customer again via email and advised of the below. 

  It has been advised the damage that is occurring on the sofa is not consistent with that of a manufacturer and/or material defect and would not be covered by the manufacturing warranty.  As such parts and services would be at cost.
  We do understand this may not be the desired resolution and therefore in the interest of customer satisfaction we can offer the following options. We can provide the right side sitting fully upholstered seat as a one-time courtesy at no charge, normally the part would be $733.50. We will also waive the handling fee of $13.99 plus tax. The customer would be responsible for the labor fee of $160.00 plus tax. Alternatively, we can discuss a possible discount towards a new purchase with their store of purchase.

  We are awaiting the customers response. I have also attached the correspondence for your review. We kindly ask that this complaint be closed as the customer has been offered options to resolve their concerns that exceed the terms of our manufacturing warranty. 
  

  Kindest regards,
  *********************,
  Ashleigh 
  Executive Escalation Specialist
  CM #******
  
  

  Customer response

  02/07/2025

   
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My business with Lazy Boy has been a nightmare! I bought a recliner and was undecided about the low base as I am over 6’ tall. I was told an easy fix would be a taller base, just a matter of undoing six screws I could put it on myself. Well, it’s been a lot more complicated than that! I complained to the salesman, he sez my option is to have a repair man out to do the job, AT MY EXPENSE! Bad enough, I try to make an appointment and it turns out that the repair man is down and I have to wait three weeks for them to call back to reschedule. Evidently you only have one repair man on the job? How do you think I feel about Lazy Boy??? Now I have a brand new recliner laying on its side with no base and I have to stare at it for the next two weeks hoping someone calls to schedule an appointment to come out to repair it. Mind you, before they told me it would be three weeks to schedule, they took my card number for the service call!

  

  Business response

  02/04/2025

  Dear BBB,

  We are sorry for any frustrations that this customer has encountered throughout their service experience.

  La-Z-Boy offers a limited lifetime warranty on the parts of the frame, mechanism, and springs, against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric, leather, and standard foam padding have a one-year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. Labor to repair or replace any defective parts is covered for one year from the date of delivery of the furniture. The following is a link to our full manufacturer’s warranty: ************************************************************.

  This customer purchased a stocked (manufactured before purchase) unit and requested a tall base.  The unit was manufactured with a standard base and the customer chose not to self-install the base, so a technician was scheduled to remove the standard base and install the tall base.  As this is an after-production upgrade and not related to a manufacturing and/or material defect, the service fee would apply.
  The service provider we use in this customer’s area is US Quality.  A service appointment was scheduled for 01/31/2025 and per US Quality’s note, the technician was not available to service on that day, so the service was rescheduled for 02/14/2025.  We did reach out to US Quality asking for a sooner date.  Once a sooner date becomes available, US Quality will contact the customer directly to offer.

  We are confident that our technician will be able to successfully install the tall base for the customer. 

  We kindly ask that this complaint be closed as the customer is being serviced.

  Kindest regards,
  La-Z-Boy Incorporated,
  ******
  Executive Escalation Specialist
  CM # 887112

  
  

  

  Business response

  02/04/2025

  Dear BBB,

  We are sorry for any frustrations that this customer has encountered throughout their service experience.

  La-Z-Boy offers a limited lifetime warranty on the parts of the frame, mechanism, and springs, against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric, leather, and standard foam padding have a one-year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. Labor to repair or replace any defective parts is covered for one year from the date of delivery of the furniture. The following is a link to our full manufacturer’s warranty: ************************************************************.

  This customer purchased a stocked (manufactured before purchase) unit and requested a tall base.  The unit was manufactured with a standard base and the customer chose not to self-install the base, so a technician was scheduled to remove the standard base and install the tall base.  As this is an after-production upgrade and not related to a manufacturing and/or material defect, the service fee would apply.
  The service provider we use in this customer’s area is US Quality.  A service appointment was scheduled for 01/31/2025 and per US Quality’s note, the technician was not available to service on that day, so the service was rescheduled for 02/14/2025.  We did reach out to US Quality asking for a sooner date.  Once a sooner date becomes available, US Quality will contact the customer directly to offer.

  We are confident that our technician will be able to successfully install the tall base for the customer. 

  We kindly ask that this complaint be closed as the customer is being serviced.

  Kindest regards,
  La-Z-Boy Incorporated,
  ******
  Executive Escalation Specialist
  CM # 887112

  
  

  Customer response

  02/05/2025

  
  Complaint: 22889618
  
  I am rejecting this response because:
  After I bought the standard base chair I talked to the salesman about it sits low. He told me an option would be to order a high base and it would just be a matter of undoing six screws and attach the higher base. Convinced that it was an easy project I ordered the higher base. It was more complicated than that! It was also attached at the top center of the chair that was unreachable for me to get to! Now I have a new chair laying on its side with no base. Had I known it would have been this hard for me, a 78 year old man to manipulate I would never have done it!! I paid for the extra base and on the advice of the salesman I now have to pay the service charge. Unfair!
  Sincerely,
  
  ***** *********

  Customer response

  02/05/2025

  
  Complaint: 22889618
  
  I am rejecting this response because:
  After I bought the standard base chair I talked to the salesman about it sits low. He told me an option would be to order a high base and it would just be a matter of undoing six screws and attach the higher base. Convinced that it was an easy project I ordered the higher base. It was more complicated than that! It was also attached at the top center of the chair that was unreachable for me to get to! Now I have a new chair laying on its side with no base. Had I known it would have been this hard for me, a 78 year old man to manipulate I would never have done it!! I paid for the extra base and on the advice of the salesman I now have to pay the service charge. Unfair!
  Sincerely,
  
  ***** *********

  

  Business response

  02/06/2025

  Dear BBB, 

  We are sorry for any frustrations that this customer has encountered throughout their sales experience.

  La-Z-Boy offers a limited lifetime warranty on the parts of the frame, mechanism, and springs, against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric, leather, and standard foam padding have a one-year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. Labor to repair or replace any defective parts is covered for one year from the date of delivery of the furniture. The following is a link to our full manufacturer’s warranty: ************************************************************.

  We encourage customers to test our furniture in one of our showrooms to ensure that the style and size of the unit is a good fit before purchasing.  As the tall base was purchased as an after-production upgrade and not related to a manufacturing and/or material defect, the service fee would apply. In the interest of customer satisfaction, we can provide a discount on the service fee of 50%. 

  We kindly ask that this complaint be closed as we are honoring the terms of our manufacturing warranty and have offered to discount the service fee.  

  Kindest regards,
  La-Z-Boy Incorporated,
  ********
  Executive Escalation Specialist
  CM #887112

  

  Business response

  02/06/2025

  Dear BBB, 

  We are sorry for any frustrations that this customer has encountered throughout their sales experience.

  La-Z-Boy offers a limited lifetime warranty on the parts of the frame, mechanism, and springs, against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric, leather, and standard foam padding have a one-year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. Labor to repair or replace any defective parts is covered for one year from the date of delivery of the furniture. The following is a link to our full manufacturer’s warranty: ************************************************************.

  We encourage customers to test our furniture in one of our showrooms to ensure that the style and size of the unit is a good fit before purchasing.  As the tall base was purchased as an after-production upgrade and not related to a manufacturing and/or material defect, the service fee would apply. In the interest of customer satisfaction, we can provide a discount on the service fee of 50%. 

  We kindly ask that this complaint be closed as we are honoring the terms of our manufacturing warranty and have offered to discount the service fee.  

  Kindest regards,
  La-Z-Boy Incorporated,
  ********
  Executive Escalation Specialist
  CM #887112

  Customer response

  02/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22889618, and find that this resolution is grudging satisfactory to me. It’s bad enough to take the offer but I still don’t see an operation as big as Lazy Boy can’t service a customer any sooner than three weeks!
  
  Sincerely,
  
  ***** *********

  Customer response

  02/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22889618, and find that this resolution is grudging satisfactory to me. It’s bad enough to take the offer but I still don’t see an operation as big as Lazy Boy can’t service a customer any sooner than three weeks!
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I bought a recliner from this place and after while the leather covering the chair is detoriated and is pilled off, it was fake leather. the company is not negotiating in good faith. asking me to pay for reupholstery , I have all receipts and photos to show it to you. if you send your text number. will send documents and pictures to you thanks.

  

  Business response

  01/17/2025

  Dear BBB,

  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  ******** offers a limited lifetime warranty on the parts of the frame, mechanism, and springs,against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric,leather, and standard foam padding have a one-year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. Labor to repair or replace any defective parts is covered for one year from the date of delivery of the furniture. The following is a link to our full manufacturers warranty: ************************************************************.

   

  This customer has an open Service Ticket#*********** and they were quoted the price for the parts as they are outside of our manufacter's warranty. We are waiting to hear back from the customer. 
  
  We kindly ask that this complaint be closed as we are waiting to hear back from the customer.  
  
  Kindest regards,
  *********************,
  *****
  E-Commerce Coordinator
  CM#******

  Customer response

  01/21/2025

   
  Complaint: 22823264
  
  I am rejecting this response because: 

  La-z boy wants me to pay for any repairs required

  I don't think that is a fair offer. They quote 441 dollars. Please indicate who pays for repair? 

  Thank you

  
  
  Sincerely,
  
  ******* Alipanah ********

  

  Business response

  01/23/2025

  Dear BBB,

  ******** offers a limited lifetime warranty on the parts of the frame, mechanism, and springs,against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric,leather, and standard foam padding have a one-year warranty, against manufacturing defects, from the date of delivery of the furniture into the customer's home. Labor to repair or replace any defective parts is covered for one year from the date of delivery of the furniture. The following is a link to our full manufacturers warranty: ************************************************************.

  As the customer's unit is 3 years is 2 1/2 years outside of the one-year warranty on the cover and labor for manufacturing and/or material defects, any service provided would be at cost for parts and labor. We have provided the cost of repair and contact information should the customer wish to proceed. 

  We kindly ask that this complaint be closed as we are acting within the terms of our manufacturing. 

  Kindest regards,
  *********************,
  Ashleigh 
  E-Commerce Coordinator
  CM #******

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a sofa recliner from Lay-z-boy at their 631 mall ring drive store. After 7 weeks of waiting the furniture was delivered BUT it was not the color I ordered. I waited another 6 weeks for the company to reorder and for the delivery. The second sofa was defective. One of the pieces is uneven, doesn’t latch as it should and the back support was crooked. I finally agreed to take the wrong colored couch. It was delivered defective. The right arm was missing a screw and wobbled. After 1 month a technician was finally scheduled to fix the arm. The other night I sat on the couch and the seat support wood or part of the frame that holds the seat and metal support collapsed. I’m 150 lbs and the couch is new. Lay-Z-Boy advertisement is misleading. American made is expected to have high quality and they failed to uphold their own standards. The photo attached is the damaged part that of the couch. I’d like to return the sofa and get a refund. The sofa was poorly made and defective. If problems already presented it self within 3 months of delivery what other problems will I encounter in the future. I called maintenance but, as always, they do t have any available technicians and a 2 weeks wait is normal. I can’t sit on my couch. Please help me.

  

  Business response

  01/16/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  
  We have forwarded the customer’s communication to the store of purchase for review. Once the review has been completed, the customer will be contacted.
  
  Kindest regards,
  
  La-Z-Boy Incorporated,
  ********
  Executive Escalation Specialist
  ********

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a brand-new Alana La-Z-Boy couch. I have been submitting complaints to the store who tells me to call customer care. I call them they said extreme piling of the fabric is not a defect. I was told to call the store I bought the couch from I have and do, and I'm referred to customer care. They said use a fabric shaver. Which we do but it does not get better. I recently sent an email to the corporate office. Guess who called me back customer care. We continued to go back and forth about extreme piling. Customer care said I might have to shave the fabric daily. That is ridiculous. We worked with the in-home interior designer at La- Z-Boy and went over what we needed. She said the couch was perfect and the fabric great. The last conversation with customer care they said they could recover one cushion, but it would not look the rest of the couch. Please help we spent so much money on this couch because we thought La-Z-Boy was a reputable company. I have been trying so hard to be heard and helped and can get nowhere.

  

  Business response

  01/08/2025

  Hello, 

  I have reached out to the customer and have requested current photos of the product so we may review this matter further.  Previous information we had regarding the customer's concern was in February 2023.  I have created a new case here CM ****** and will work with the customer further to review this matter and determine how we can assist.  

  Thank you. 

  Regards, 

  ****** 

  Customer response

  01/09/2025

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased our couch on 12/15/23. Delivered 2/23/24. September of 2024 noticed foam seats and back were breaking down. On both of the recliner seats of the couch, your bottom falls through a hole, and your back and bottom hit the wood framing of the couch. We cannot sit on this couch at all. 10/3/24 tech arrived to inspect. We requested the Upgraded Tempur Foam. The Tech said he will advise replacement foam. 10/4/24 I received an email from ******* *******r Service Rep, telling me that only the original foam could be ordered as a replacement part. 10/24/24, foam replaced. Noticed no difference after the replacement. Called Lazboy customer care, to advise of situation. Appt set for 12/5 to come back out. Appt got cancelled due to needing another Tech to come evaluate the foam issue. Customer care advised the same tech must evaluate and advise. 1/2/25 Tech **** arrived, sat on the cushions, and said it was the same issue as previously inspected. He would order new foam. 1/3/24 I called customer care to get an update on what will be done to correct this issue. I was advised that the SAME foam that came originally, and what was replaced the second time will be ordered! I said, NO, that foam is not conducive with the structure of the couch, and we either wanted the upgraded Tempur Foam or a credit of the purchase price, $ 4157.99 +$498 Leather warranty, to purchase another couch. Awaiting response from Escalation team. Bottom line, the structure of this particular couch, and the Standard foam that was used are not compatible with each other. A "third" replacement of the SAME foam is not acceptable as a fix. We cannot use the couch at all, as your back hits the wood frame and causes pain. We have been a customer of Lazboy for so many years and have had many purchases. I hope we come to a mutually favorable resolution quickly. WE NEED A COUCH! Originally purchased from Lazboy in Oxnard California. Sales Ticket # 1********

  

  Business response

  01/07/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  Escalation has submitted the customers’ concerns to our Product Specialist to review.  Our Product Specialist determined that this is a perception concern, there are no defects; however, we can provide the upgraded Tempur-Response poly parts to resolve.  Due to these parts not being ordered at the time of production of the sofa, the cost of the parts and labor is the customer’s responsibility.  Escalation advised that they will contact the customer to further discuss options to resolve which will include a replacement of the sofa, so they can order with the upgraded poly and/or service to install upgraded poly seats and backs and the cost to have that completed.
  
  We kindly ask that this complaint be closed as we are providing options to resolve.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******
  Executive Escalation Specialist
  ** *******
  

  Customer response

  01/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22764396, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  01/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/7/24 I purchased a ****** sectional for $11,818.00 at the ******** in **********, **. The sectional was scheduled for delivery 0n 30 October 2024. On the morning of delivery, the delivery team could not connect the armless recliner to the stationary seat because it did not have the brackets needed to connect it. We called ************ and they ordered the brackets and said a technician would come to install them. We also told them there was a small tear in the fabric of one of the pieces, which they told us the technician would take care of. The brackets arrived, and so did the technician. He repaired the tear and also noticed two back panel pieces had excess material so he ordered replacements, however, he could not connect the armless recliner because the wrong brackets were ordered. Replacement pieces were ordered for the seat backs, and when they arrived, the technician returned. He was not able to do anything because what was sent was not what he asked for. The two motion pieces that have excess material are an inch shorter from the top of the frame to the floor than the other pieces, causing the seat backing to gather. The technician also told us the bottom of the armless sectional was not built correctly, and there was no way to connect it to the stationary seat. Again, we called ************ who said they would escalate the issue and they offered us a compensatory payment of around $400 as part of the escalation. We declined and told them we wanted the sectional fixed. On 12/30/24, I reached out to ******** and was told they determined the sectional was built to standard and they exhausted all that warranty/service could do and to call the store where we purchased the sectional. This is clearly a service issue but ******** is not providing the support we are entitled to. This is very poor service and unacceptable for furniture at this price point.

  

  Business response

  01/02/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  The technician reported to the customers home on 12/09/2024 to complete the repairs needed.  The technician advised that the wrong bracket was sent for the armless unit and the back panels ordered were the same size as the current back panels.  The technician also did state the back frame of this unit does sit about an inch below the armless stationary unit.  We sent this report and the photos to our Product Specialist to review.  They advised that due to some units being motion units and some stationary, alignment will vary and based on the style of these units, they appear to be within an acceptable range.
  
  We had ordered all 4 brackets for both the Console and Power Armless unit to ensure that the technician will have the correct bracket(s) to install.  Based on the technicians report and photos, the unit that is sitting lower is the same unit that is not properly connected.  We believe once these brackets are properly installed, the unit will align more with the other units.
  
  As we are now actively working on resolving the customers concerns with her chair, we respectfully request this case be closed.
  
  Kindest regards,
  *********************,
  ******

  CM 884536

  Customer response

  01/10/2025

   
  Complaint: 22749294
  
  I am rejecting this response because: The response suggest to me that ******** still does not understand the defects in their workmanship. Their response mentions brackets to connect the armless recliner to the console. The armless recliner is already connected to the console. That has never been an issue. It was not described as an is by the technician and it has never been mentioned by me. The armless recliner is not connected to the stationary seat. The stationary seat has brackets where the armless recliner does not have them on the side that needs to be connected. I also reject the explanation that the misalignment is because of the motion pieces. I have three motion pieces. One of them is 37 inches from the top of the frame to the floor like the four pieces it is connected to. The other two are 36 inches. The seat back on the 37 inch motion piece is perfect. There is no bunching of the fabric at the bottom and it looks clean when the piece is upright. The 36 inch pieces clearly show the seat backs are too long. About an inch too long to be exact which causes the fabric to look sloppy when upright. You can see it in the pictures. I have seven pieces, five are 37 inches and two are 36 inch. If the seat backs did not look the way they look upright, I could live with the height differential because it is not obvious. However the backs of these pieces are exposed and the seat backs are very visible as are the flaws. Yes we  have been notified brackets were orders and we've already received some. That does not address the seat backs and I am not confident what has been ordered will be sufficient. It has been 72 days since this sectional was delivered. I suspect it will be another 72 before we are satisfied with this purchase and rest assured there shall never be another from ********. I am working with the store manager and will continue to do so until this is resolved but I will not withdraw this complaint because should have not had to come to this. However, your service department and specialist chose to dismiss us in a very flippant manner. The customer is NOT always right, but in this case more effort should have been given before simply telling us to call the store who in turn, coordinated what service should have coordinated.
  
  Sincerely,
  
  ********* ******

  

  Business response

  01/14/2025

  Dear BBB,
  We are sorry for any frustrations that this customer has encountered throughout their service experience. Upon review of the customer's measurement concerns we found the customers furniture to be built up
  to manufacturing specifications; from a repair standpoint, there is nothing we can do to resolve the customers concerns.La-Z-Boy products are hand crafted and variations from standard dimensions in like items and appearance can occur. 
  We kindly ask that this complaint be closed as the customers furniture is within our measurement variation allowance and meet manufacturing specifications. 

  Kindest regards,
  *********************,
  Ashleigh  
  E-Commerce Coordinator
  CM #******

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trans date. 2/8/24 Del date 3/26/24 Finish of leather is degraded (see attached photos) Paid $5,200.18 Called about issues 11/19/24 Service tech came 11:27/24 I was told that our body oil is the cause of the problem. I was told I didn’t follow the cleaning instructions on there website I was told I needed to wash all the surfaces with distilled water Ivory soap and use a white cotton cloth three times a week to prevent the discoloration The website says that the soap and water cleaning process was for “Stain cleanup “. Neither my husband nor I have excessive body oil or use lotion or creams more than usual. I can not see how just letting your skin touch the leather would void the warranty. The customer service representative said that they would be willing to replace the damaged seat cushions but the armrest and back replacement would be billable at over. &1,000. I would like a full refund for this product I don’t feel a replacement would solve this problem. I don’t want to be a slave to my “Lazy Boy “ having to shampoo my sofa every other day to keep it clean.

  

  Business response

  12/05/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  Upon reviewing the customer’s concerns, we have approved for a reselection of their sofa. A reselection is when the cost of the unit is issued back to the customer’s original store of purchase so that they may choose a new unit. 
  
  We kindly ask that this complaint be closed as the customer has agreed to receive a reselection of their unit.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******
  Executive Escalation Specialist
  CM # 882962

• Initial Complaint

  12/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint has to do with the response to a defective product and unwillingness of the retailer to work with me to resolve the situation. I purchased a power recliner from this location in October 2019. We purchased extended warranty as well as made the purchase with the LazBoy lifetime warranty in mind. We have worked with their warranty service twice previously due to defective mechanisms that caused the chair to lose bolts, make excessive noise when reclining, and having the seat fall out of place. The first service call with Guardian (8/2021) resulted in a declined claim, saying the noise we experienced was within acceptable parameters. The problems with this chair worsened with time and the company sent another warranty company ******* to our home in June 2023. At that time the technicians replaced both sets of reclining mechanisms. A little over a year later, and the chair is failing again. Today, as I was decorating for Christmas, I noticed one of the back legs is bent and not sitting flat on the floor. When I discussed this situation with the General Manager, **** in June 2024, he said there was nothing he could do, and offered to provide a discount on a new chair-- rather than be willing to help fix this one. I am disgusted with the service I have received at this store, and am considering small claims $court to have the issue resolved. I've spent over $7500 at this store on furniture. You'd think the reputation of the company would be important enough to take care of a complaint of this nature.

  

  Business response

  01/27/2025

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  ******** offers a limited lifetime warranty on the parts of the frame, mechanism, and springs, against manufacturing defects, for as long as the original purchaser owns the product and can supply their dated receipt as proof of purchase. Fabric, leather, and standard foam padding have a one-year warranty, against manufacturing defects,from the date of delivery of the furniture into the customer's home. Labor to repair or replace any defective parts is covered for one year from the date of delivery of the furniture. The following is a link to our full manufacturers warranty: ************************************************************.
  
  This customer purchased the chair in 2019.  On 08/21/2021 the customer called into ************ for service due to the chair making a clunking noise while in motion.  Although the customer was outside of the ****** labor warranty, the labor charge was waived.  The technician advised that new mechanisms were needed.  On 10/14/2021 the technician installed the mechanisms and advised that there is still some noise,which is normal for a unit that has been in the home for 2 years.  The customer did not agree the sound is normal due to the chair they received on 09/21/2021 did not make that noise.  ************ called and left a message advising we can have a different technician inspect.  The next call from the customer was on 05/16/2023 because a bolt had fallen out of the unit.  Again, the customer is outside of the labor warranty; however, the labor charge was again waived.  On 06/15/2023, the technician reattached the bolts and brought the chair up to manufacturing specifications. 
  
  The customer can contact us at ************ to have the chair inspected and repaired. 
  
  We kindly ask that this complaint be closed as we were not aware service was needed and will work with the customer toward a resolution.
  
  Kindest regards,
  *********************,
  ******
  Executive Escalation
  CM 886392
  

• Initial Complaint

  11/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased an Apollo loveseat on 9/2/24. It was delivered on 9/20/24. Upon delivery, it was noted that the drawer between the two loveseats was broken and not closing. The delivery person said that we could contact the service department at Lazyboy and that they would fix it right away. We called the service department and scheduled a visit for. 9/20/24 however, that appointment was canceled the day that the technician was supposed to be here because of an accident. We rescheduled the technician for 10/19/24 and when he came, he let us know that he needed to order a part to fix the seat. Once the part was in, we should call the service department and schedule the next technician to come and install it. It took several weeks and phone calls on my part to get the part for the seat and once it arrived, we scheduled a technician For 11/21/24. When that technician came, he indicated that the part that was ordered was incorrect and that he would need to order additional parts to fix the Furniture. I contacted ********* sales manager from the Lazyboy showroom in Plymouth, where we bought the furniture to let him know that we were very dissatisfied and would like to return the furniture. He let me know that the furniture could not be returned after three days after delivery. I asked if we could escalate this concern to someone who could make a decision regarding returning this furniture and *** indicated that he would speak with the store manager. After several calls to ***, over several weeks, I have never heard back regarding my concern. I Have little confidence that the integrity of this furniture is what we anticipated it would be based upon the quality of the drawer, difficulty and dissatisfaction with the technicians being able to fix the problem, and lack of concern and follow through with the Sales and store manager.

  

  Business response

  11/25/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
  

  This customer's ticket is under review. Once the review has been completed, the customer will be contacted.
  
  Kindest regards,
  
  La-Z-Boy Incorporated,
  **********
  Executive Escalation Specialist

  CM 882239 

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