Complaints

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/1/20 I ordered a sectional sofa from Lazy Boy, Wyomissing, Pa. The total cost was $5,888.23, I was required to put 50% down. I called on 2/6/21; 3/18/21; & 5/3/21 inquiring about the status of my order/delivery. My sofa wasn't delivered until 5/18/21, over 6 months after ordering. Almost immediately the top and bottom cushions started to sag and have very large gaps between them. On 10/5/21 I spoke to Lisa in the Wyomissing office, she confirmed that the cushions have a 5-year warranty and scheduled a tech to come and inspect them. On 11/9/21 the tech came out and agreed that the sagging should not be happening. He ordered new fill and told me I was to call to set up an appointment after I received the boxes, which I did. I wasn't able to get an appointment until 2/15/22 between 11:30 and 1:30. My husband took the day off of work to wait for him. At 2:30 he still wasn't there; my husband called but was told they can't provide any service information, so I went to the store to find out what the problem was. A salesman did call but was unable to give me any information other than that someone would call me. At 4:00 I received a call saying the tech called off and I needed to reschedule. I received NO notification that my appointment needed to be cancelled! The first available appointment isn't until 3/22/22, 5 MONTHS after my initial phone call about the cushions! I emailed their corporate office giving them the opportunity to respond/correct this. Once again, to date, I have heard nothing. At this point, considering the totally unacceptable condition of the cushions, the unacceptable amount of time to get someone here, not having the tech even show up, and no response from anyone; I believe I am more than entitled to a replacement sofa.Sales ticket ***************** ****** ************

  

  Business response

  03/01/2022

  Dear BBB,
  Thank you for contacting us about ********** difficulty with scheduling her service visit. We regret to hear when technicians need to cancel their service appointments due to unforeseen events and contact all customers effected by cancelations as quicky as possible.
  
  We have looked into this re-scheduling for ******** and found her technician had informed us the morning of her appointment that he would need to cancel services for 2/15/22. We had reached out to ******** as soon as we received this news to reschedule her service for the next available date of 3/22/22. We requested the service provider look into sooner date options and regret to hear due to the amount of time needed they were not able to accommodate this request.
  
  As ********** service is currently three weeks from today and current lead times for new furniture are projected at 4-6 months we feel the best way to expedite a resolution would be to keep her service appointment and complete repairs. This will allow her to enjoy her furniture much sooner than waiting on a replacement. We respectfully request this case to be closed, we consider the matter to be resolved.
  Kindest regards,
  La-Z-Boy Incorporated
  ***** **
  Comfort Care Representative
  ********
  
  

  Customer response

  03/03/2022

  Good afternoon BBB and La-Z-Boy Inc,

  
  

  I appreciate you reaching out; however, I must respectfully disagree with the information from *****.  While we absolutely understand unforeseen events, we believe a company of your size would be able to accommodate unforeseen events like an employee calling out sick or an out of service vehicle (merely examples). There were no weather difficulties or major road issues that day that might have stopped technicians to arrive at our property, which understandably would be out of your control.  On the off chance something would happen, I would also think a company of your size would have time slots built into the schedule for appointments that need rescheduled, as this time frame is outrageous. Neither the technician NOR the company contacted us on the day of our scheduled appointment.  I have been sure to double check my phone history, including voice mails, text messages, and emails - none of which received a notice of the cancellation.  Can you confirm the method of contact that was used, and the number/ email address used to do so?  We had to call La-Z-Boy that day (after time slot provided had come and gone), the representative on the call was not able to provide any information.  I then went to the physical La-Z-Boy store THAT DAY, only to be told someone would "check it out;" I received a phone call later that afternoon with the update on our appointment.  Is it your normal operating procedure to have an appointment canceled, then have the client call and visit a store, only THEN receive a phone call to obtain information? 

  
  

  My husband and I could overlook the issue with the canceled appointment, because things do happen.  My problem is the total timeframe to have a satisfactory piece of furniture, reflected in the information below.

  
  

  First visit to La-Z-Boy store: November 1,2020

  Date ordered: November 1, 2020

  Follow up call for status (because there had been no updates provided): February 6, 2021

  Follow up call for status (because there had been no updates provided): March 18, 2021

  Follow up call for status (because there had been no updates provided): May 3, 2021

  Date received: May 18, 2021

  Notified La-Z-Boy of issue: October 15, 2021
  

  First representative to inspect warranty issue: November 9, 2021

  Technician appointment for repairs: February 15, 2022
  

  Email sent to La-Z-Boy requesting contact:  February 16, 2022

  New appointment: March 22, 2022

  
  

  You mentioned that new furniture projects are four to six months out, which would have been a quicker timeframe than we currently experienced.  We still do not have a presentable couch after FIFTEEN months and have been storing the replacement cushions for almost three months!  These boxes are quite large and inconvenient to store for this long.  With consideration regarding the time frame to receive a sofa that is in satisfactory condition after such a short time, compounded with the lack of communication, and poor-quality cushions, I believe we should be compensated; I would be happy to discuss this matter with you to find fair and appropriate compensation for both parties.

  
  

  We look forward to hearing back from you and hope we don't need additional follow ups to do so. I've provided our contact information below, to be sure what you have on file for us is correct.

  
  

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

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

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

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

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

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

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May,2021 I ordered an ottoman from La-Z-Boy in Loveland, OH and paid for it in full. 5 months later the wrong item was delivered and I didn't even let them into my home with it. The ottoman was reordered. Today I was told it wouldn't be here before the end of April, even though the salesman claims he put a rush on the order in October. Meanwhile they've had my money all year and I have no guarantees I'll have the right piece in April, if I even get it then. I'm tired of the run around and the lack of concern for customer satisfaction. I'll never do business with them again.

  

  Business response

  03/01/2022

  Dear BBB,
  
  Thank you for bringing this customer's concern to our attention. We regret this has been the customer's experience.
  
  We continue to experience delays with both suppliers and product manufacturing due to the ongoing impact of the COVID-19 Pandemic. Difficulties in receiving the needed materials in a timely manner to complete production are causing delays on all orders. We are manufacturing products for our customers as quickly as possible while maintaining our known quality and proper social distancing guidelines.
  
  At this time, the current estimate for the customer's purchase shows that it will ship in the first week of April. When it ships, it will leave the plant where it's being built and be delivered to the local distribution center. Once there, the customer will be called to schedule delivery.
  
  Kindest Regards,
  La-Z-Boy Incorporated
  ***** **
  Comfort Care Representative
  Case# ******

  Customer response

  03/01/2022

  Wrong La-Z-Boy store!! Somehow you applied it to a store other than the one I went to, which was in Mason, OH NOT Monroe

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased March 9, 2020, delivered March 19, 2020 with broken backrest. We live in New Jersey and bec of Covid19 we had to return March 20. They do not have inventory but sell off the floor. Note this sofa was on their floor for 10 days after date of purchase. I contend that while in store someone must have sat on it and broke the backrest. Store knew we were leaving March 20. I have been in communication with both store in Myrtle Beach SC as well as Corporate in Monroe Michigan. Neither of which are willing to provide either a new sofa or refund. Note: The Myrtle Beach Store is franchised by ******* *****. The store has not returned at least 5 of my phone calls. ****** (store customer service) ***** (store manager). Have left a message each time with a sales person. I contacted the store when I first noticed the backrest broken and asked them to send out a tech, perhaps it was not installed correctly. Said I had to call customer service in Michigan. Which I did, they were not willing to do this. Had to schedule an appointment well in advance. I scheduled tech to come out in August, stating we would be in Myrtle beach from July 28 to August 14,2021. They sent the tech out August 12. I complained about this stating there would not be enough time. Basically said this was the date, unflinching. The tech came out spent 5 minutes and determined the frame was broke, he would order it and have it sent and held at the store. I explained we did not know when we would be out again as this is a vacation home for us. came back out November 5, I asked where was the part. He did not have it and he would check the store. Half hour later he comes back with no part. Had to reorder and have it sent to store once more. I have made two trips to have this repaired, 660 miles one way, $500 round trip tolls and gas, 12 hours travel time. Two visits cost me 48 hours and $1,000 in gas and tolls. I want a NEW SOFA OR 100% REFUND. Another repair is scheduled for March 25, 2022. MORE:

  Customer response

  03/09/2022

  I received a message on my cell phone providing me with a phone number to call, stating if I called it would mean that i accept the terms of their agreement. I have not called because I would like to have the sofa replaced and or repaired to my satisfaction. It wa snot an open end conversation. The offer was $340 once sofa is repaired.  I prefer the sofa be repaired first prior to accepting any offer

  
  

  

  Business response

  03/09/2022

  
  Dear BBB,
  
  Thank you for advising us of this customer concern and alerting us to the update from the customer.
  
  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 also covered for one year from the date of delivery of the furniture. Our warranty is available for review on our website, La-Z-Boy.com, and it explicitly states, “Warranties are for repair, replacement, or substitution only, in La-Z-Boy’s sole discretion. Refunds are not available.”
  
  The customer took delivery of their furniture on March 19, 2020. The furniture was not refused at the time of delivery and the notations in the sales ticket do not indicate that the customer found the furniture to be damaged or unacceptable. The first contact with our service and warranty department, Comfort Care, is documented on July 29, 2021, when the customer reported an issue with the Right Sitting-Side backrest. During the conversation with Comfort Care, the customer scheduled service for the first available date that worked with their personal schedule, 08/12/2021. The customer was provided with free labor as a one-time courtesy, although they were well outside of the labor warranty.
  
  Following the initial assessment, replacement parts were ordered to resolve the customer’s concerns, they shipped to the customer’s home rather than to the store, as the customer had requested. Although the part was delivered by FedEx on 08/24/2021, the customer did not have it available during the service visit scheduled for 11/06/2021. When service could not be completed, the customer advised they would be unable to return for service until March 2022.
  
  Comfort Care next spoke with the customer January 19, 2022, we have been working with the customer to coordinate service around their next visit to their vacation home. The customer is scheduled for installation of parts on their selected date, 03/26/2022. We have confirmed with the customer’s store of purchase that all parts have arrived, the technician will be picking them up prior to visiting the customer’s home for service.
  
  We apologize for the inconvenience caused by replacement parts being shipped to the customer’s home rather than to their store of purchase, but La-Z-Boy is assisting the customer as outlined within the terms of our warranty. The customer has been provided with labor to repair at no cost to them and we have made offer of compensation as a courtesy. We are accepting of the customer’s decision to wait to accept compensation until service has been completed.
  
  Kindest regards,
  
  La-Z-Boy Incorporated
  ********* **
  Comfort Care Representative
  ********
  
  

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My new couch was delivered on January 14th, about a month and a half ago. Within a couple of weeks, the fabric started to pill and look shoddy, which was the general reaction by all who saw it. I contacted customer complaint in Portland, OR, and was told that was normal and I should shave the couch. I did not spend that kind of money on a couch to have to shave it and the salesman failed to mention anything about that. In fact, I purchased an extended warranty as he said that would cover absolutely everything that could go wrong.....and this is gone wrong, looks frumpy and old already, is even leaving divets where people sit. After one month, and just imagine how bad it will look after an extended period of time. If I had been told that this fabric required maintenance I would not have purchased it, I don't have time to shave my couch and feel I have been mislead by the salesman. I purchased from Lazy Boy because I felt that the quality was there and want to support a USA company. I feel the company should stand behind their product and replace this couch. I feel misled, misinformed and manipulated by the sales staff and dismissed by the complaint department in Portland. I replaced a 21 year old Flex Steel couch that still had good fabric and no divets for this one. I will not be purchasing any more Lazy Boy products if this couch is not replaced, as that is the right thing to do.

  

  Business response

  03/14/2022

  
  Dear BBB,
  
  Thank you for alerting us to this customer concern.
  
  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 also covered for one year from the date of delivery of the furniture.  In-home inspection fees, in-home service fees and trip charges to and from the dealer to the customer's home are not covered under our warranty. Our warranty is also available for review on our website, La-Z-Boy.com, and it explicitly states: “All warranties are limited to manufacturing and material defects that appear under normal, residential use… Warranties are for repair, replacement, or substitution only, in La-Z-Boy’s sole discretion. Refunds are not available… Warranties are voided by evidence of excessive soiling, improper cleaning or treatment, abuse, or abnormal use.”
  
  The customer purchased from an independently owned and operated dealer, so we do not have access to their purchase or service history. We have been advised by the dealer that they reviewed photos of the customer’s concern and it was determined to be pilling. Pilling is a characteristic of many upholstered fabrics and is the result of excess fibers being released. This release of the excess fiber results in small balls or pills of fiber forming on the surface of the cover. Fabric pilling is more likely to occur in areas that experience friction (such as the arms and seat). This condition is not warranted by the fabric mills because it is not seen to be a defect. The pilling that some fabrics experience is similar to the “fuzzing” experienced with new carpet, or the pilling of a new sweater.
  
  The dealer has offered in-person assessment of the furniture on March 11, 2022. If the dealer concludes again that the cover is pilling, the customer will need to follow appropriate maintenance processes for the furniture. Just like with rugs and sweaters, furniture pilling will persist until all of the excess fibers have been released. The best treatment while this is happening is simply to “shave” the cover with a battery operated furniture or sweater shaver to remove the “pills” and restore the look of the cover surface.  This may need to be done three to four times, until the pilling on the surface will begin to diminish, and ultimately stop. Periodic vacuuming of your upholstered furniture is also recommended.
  
  We regret that the customer is unhappy with the need to maintain their furniture but that need is not specific to this style or cover. The dealer is providing the customer with service as outlined within the terms of our warranty and they will offer resolution if a defect is found.
  
  Kindest regards,
  
  La-Z-Boy Incorporated
  Mackenzie M.
  Comfort Care Representative
  ********
  
  

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 27, 2021 my husband and I purchased two recliners and one loveseat from Laz-Z-Boy in Eugene, OR for the price of $3316.96. We were able to pick up the recliners from the store within a week or so of the purchase. The loveseat was to be delivered to my home no later than November 15, 2021. I had told them that I had people coming for Thanksgiving and I really needed it for my elderly guests and they assured me that it would be there. IT WAS NOT! I called the store as well as the company several times and they said they would investigate and call me back. THEY DID NOT! I contacted Gina in the Tualatin office on December 3 and told her that I did not have comfortable chairs for my elderly relatives to sit on during our Thanksgiving get together and it pretty much ruined our holiday. I told her how important it was that I get the loveseat because family was coming again for Christmas. She then told me that they had items that had not been delivered to other customers that were order the previous December (2020). She assured me that she would investigate and call me back the next day. SHE NEVER DID! On December 9, I called my credit card company to file a complaint. They reversed the charges and contacted La-Z-Boy. I assumed they would contact me to set up a time to pick up the recliners since I had no need for recliners without the loveseat. My husband and I stored the recliners away and proceeded to purchase two new recliners and a loveseat from another company. Last week when I got my credit card statement I found that they had recharged me. I called the credit card company and they said that La-Z-Boy's policy is not to give refunds. Since we have moved on with our lives and purchased furniture to be able to have our family sit down. La-Z-Boy needs to come and get the two recliners and give me a complete refund. It is ridiculous to think that someone would be expected to go without a place to sit in their home for five months.

  

  Business response

  03/10/2022

  Dear BBB,  

  Thank you for alerting us to this customer’s concern. 

  We apologize for the delays in receiving their furniture. While our products are assembled in North America, we purchase materials from around the world. Many of our global suppliers, as well as La-Z-Boy, continue to experience pandemic-related shutdowns, labor shortages and importing issues which delays our production and estimated ship dates which may have affected their order.

  We have been in contact with the customer’s dealer. They have advised that the customer had called in over a month after receiving delivery of their two recliners to ask to return them. Per the terms of sale, for in-stock merchandise customers have 3 days to change or cancel an order after placing it unless they have already received their furniture, except you may not change or cancel orders for Clearance or As-Is merchandise. Customers may not cancel their order or obtain a refund after they receive their furniture. Following this process, the dealer advised the customer that they could not return their recliners for a refund.  

  Once the loveseat was available for delivery, the dealer advised that they reached out to the customer multiple times to schedule delivery, and the customer did not contact them back. Due to this, the dealer refunded the customer in full for the loveseat only. Per our terms of sale, we are not able to offer the customer a refund of their recliners.  

  Kindest regards, 
  La-Z-Boy Incorporated, 
  ******* *. 
  Comfort Care Representative  
  CM ****** 

  Customer response

  03/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:  I want to go on record as letting the BBB know that Lazy Boy Eugene has not been truthful in their dealings with me as a customer. At the time of our purchase they never gave any indication that our loveseat could not be delivered in a timely manner. Each time I tried to communicate with folks in their office they always said they had to check with someone higher up in the company and that they would call me back. THEY NEVER DID!  The last communication I had with the manager Carrie around February 21 or 22, she told me that she had to talk to someone in accounting and that she would call me back the next day. SHE NEVER DID!  After getting the run around for three months I finally purchased replacement loveseat and recliners in order for my family to have somewhere to sit. Lazy Boy finally refunded me for the loveseat on February 22 but I am now stuck with two extra recliners that do not match my new loveseat. This is a terrible way to do business. They should be required to back up the promises that they make to their customers whether they are in the fine print or not. Salesmen should not be allowed to lie or mislead customers by telling them things that are not true and the company should be required to stand behind the statements of their sales staff. VERY DISAPPOINTED AND PLAN ON TELLING EVERYONE I KNOW NOT TO TRUST THIS COMPANY!!!
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the summer of 2021 La-Z-Boy gave us a credit for our previous couch that had broken under their lifetime warranty. Upon delivery it was noticed the new couch that was not 100% covered from the credits was broken (frame and legs). We have made numerous attempts to speak with La-Z-Boy since July 2021 stating our dissatisfaction. In that time we have dealt with the defective couch and noticed the quality is not up to the standards for which we paid. Our phone conversations usually led to being told we would hear back within a few days. This never happened and we had to call and wait on hold for hours to speak to someone again. They eventually sent an email saying they would replace the couch again after we have stated at this point we would like a refund due to poor quality and craftsmanship. Our response via email, again was never replied to.

  

  Business response

  03/10/2022

  Dear BBB,

  
  Thank you for alerting us to the customers complaint. We have reviewed the concerns at hand and are showing a refund has been approved and submitted to the store of purchase. We would encourage the customer to contact the store of purchase for additional details regarding the refund and procedure.
  Given a resolution has been met, we kindly ask that this case be closed.

  
  Kindest Regards,
  La-Z-Boy Incorporated
  ***** **
  Customer Service Representative
  ********

  Customer response

  03/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: I am unsure if this is a true refund or just credit for another couch. As stated in the original complaint after having two faulty products in under a year I am not happy with La-Z-Boy quality or customer service and not looking for a third couch. I just want my money back and to move on.
  
  Sincerely,
  
  **** ******

  

  Business response

  03/23/2022

  Dear BBB,
  
  According to the notes in our system, the customer will be receiving a refund for the sectional after the paperwork has been processed.
  
  Kindest Regards,
  La-Z-Boy Incorporated
  ***** **
  Comfort Care Representative
  Case# ******

  Customer response

  03/24/2022

  
  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

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a leather sectional from Lazy Boy in Mesa in April 2021 and still have not received any merchandise., the salesperson has been checking on my order, but the time of delivery has changed many times over the past 11 months. It's unimaginable that it will be going on 11 months now and still no merchandise. I put a deposit of over $3000.00 on this sectional, either deliver sectional or give me my refund back. Very disappointed in this company., please do not give me the excuse of Covid 19 is creating this problem. Thanks

  

  Business response

  03/04/2022

  Dear BBB,
  
  Thank you for alerting us to this customer's concern. We have spoken with the dealer, and they advised that the customer's furniture was delivered yesterday.

  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******* **
  Comfort Care Representative
  ** ******

  Customer response

  03/05/2022

  
  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

  02/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased La-Z-Boy leather recliner couch, loveseat and rocker/recliner from Moore Furniture in Sept. 2017 for $7200 along with a 5-Year Gold Complete Plus Protection Plan. The furniture is cleaned on a bi-weekly basis with leather cleaner provided when purchased. In Sept. 2021, we contacted the protection plan about the leather tearing, splitting and peeling down the seams. We were told it was not covered and to contact manufacturer. Contacted La-Z-Boy customer service and opened ticket # ******. Moore Furniture contacted us for photos of the issue. Sent photos 10/8/21. No reply by 10/20 - we called ** and were told they forgot to submit and to call back on the 26th. We called back - they said warranty on leather is only for 1 year. We called Moore Furniture- ***** said she was going to contact ** to see if there could be an exception. Never heard back from *****. ***** from Moore called and said ***** is no longer handling it and he will contact **. He called back to say ** will not cover it and there is no resolution. I contacted La-Z-Boy Corp. and spoke to ***** F. She said it is outside of the warranty period and nothing can be done. She will contact Moore to have them contact me with pricing for repair at my cost. ***** at Moore emailed: As discussed, per memo from La-Z-Boy customer care, they only gave us a price for the parts for one piece. It is as follows: Reclining sofa : parts Left and right seat chaise and the middle body is $850 plus tax. Labor estimate is $300 plus an additional $79 an hour if needed. Both the sofa and the loveseat need to be repaired. We paid over $7000 for this furniture and this is unacceptable. It is not normal wear and tear. We should not have to pay nearly $3K more to have it repaired. There are no kids in the house just me and my husband. The leather couch and chair we sold to buy these were 18 years old and had NONE of these issues ever. Leather should last more than 1 year and should have more than a 1 year warranty.

  

  Business response

  02/24/2022

  Dear BBB,
  
  Thank you for alerting us to this customer's concern.
  
  La-Z-Boy's manufacturers warranty covers against manufacturing and material defects to the labor and cover for 1 year from the date of delivery. This customer took delivery of their furniture in 2017, and therefore is outside of this warranty.
  
  We have reviewed their case and based on the pictures the damage does not appear to be related to a manufacturing defect. This can happen if something is spilled/applied to the cover that shouldn't be or from improper cleaning. The customer will need to work with their local service for repairs on a charge basis.
  
  Kindest regards,
  
  La-Z-Boy Incorporated
  ******* **
  Comfort Care Representative
  ** ******

  Customer response

  03/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The splitting and peeling is only on the material below the seams so we question whether it's truly top grain leather or bonded leather. We were told we were buying top grain leather furniture. The price paid ($7K) was in line with top grain leather furniture not bonded leather. As stated in my initial complaint we sold an 18 year old top grain leather set to buy this set and it did not have any of these issues. No splits or cracks anywhere. We have followed the care recommendations received when purchasing this set. Top grain leather would not react like this - we believe we did NOT get what we paid for and would like restitution.

  Customer response

  03/02/2022

  From: ****
  Date: Tue, Mar 1, 2022 at 3:21 PM
  Subject: Re: BBB Complaint Case# ******** ****************************
  To: Better Business Bureau
  
  
  Dear *** *********
  Please find requested documents attached. Let me know if you need anything else.
  Thank you,
  **** ********
  See Attachment/File: ******** Complaint - BBB.pdf

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into Lazy boy furniture N. ****., SC and from the beginning wasn't given much help or attention. Looked around and finally a lady came over to help. She insisted that I apply for credit, so I did and was approved for a significant amount. That's when everyone's attitude toward me changed. They didn't see a young Black woman any longer they saw dollar signs. I went in to look but was pressured to buy. They help me pick out furniture and I told them I needed it before Thanksgiving because I was hosting a big dinner. They assured me I'd get my furniture before then. They connected me to a tracker to see when my furniture would be delivered. They lied to me and kept changing the date for delivery from October to November. Once I realized that I wasn't gonna get my furniture I called and spoke with the sales lady and told her to take a rug off the order that was 800$ and she did. I continued to received texts that notified me that the items had not made it to the factory to be built and I told them to cancel my order. If they could cancel the rug they could cancel the entire order. I called again and spoke with the manager and told him to cancel the order because I had already purchased a dinette set and it was delivered in a timely manner and served my purpose for Thanksgiving. Finally in December I started getting text that my furniture was ready for delivery. Since the financing had already gone thru they do not want to return the money. I cancelled this order way back in October but they refuse to give the finance company back their money and expect me to pay for furniture that I have not received and have no need for. They claim that all the furniture is custom but only the sofa is custom, not the dinette set. Now, the finance company expects me to pay them for furniture that I cancelled and do not need. I even offered to take the only piece that is actually "custom" built, the sofa, in order to resolve this issue but have been met with no cooperation.

  

  Business response

  03/16/2022

  Dear BBB,

  
  Thank for alerting us to the customers complaint. We have thoroughly reviewed the concern at hand with the store of purchase. They have supplied a copy of the sales ticket and terms & conditions which the customer signed off on. The customer was aware the order was custom and could not be canceled. It was also advised given the current circumstances of things; a guaranteed date could not be provided.
  The customer has filed 3 disputes over the charges with synchrony and all have been denied. The funds owed remain the responsibility of the customer.
  The customer has been advised multiple times of the terms & conditions. The customer is unwilling to accept and continues to dispute. At this time the store has held true to the policy which remains within their rights.  

  
  Kindest Regards,

  
  La-Z-Boy Incorporated
  ***** ** Customer Service Representative
  ********

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sectional March 2021. I was advised it would take a few months to get the couch due to delays from COVID. Received my couch earlier than expected, end of July if I recall. October noticed part of couch was not reclining correctly and does not look like it is attached properly. Company said they'd come 11/28/21. They called and cancelled and earliest appt was Feb 4th. They confirmed appt the day before, and called the day of appt to cancel due to weather shortly before the appt time (which was expected the day before). They then tried to reschedule again about 1.5-2 mos out. At this point I'm aggravated. They schedule me, and the rep called back and said they were able to get me a Saturday appt, 2/12. Received a time slot the day before and they never showed, or called. My husband called customer service the next day and they gave him a day near the end of March. Rep called me back with earlier date (2/22). I asked why there was no show and they couldn't answer. LZB called today at 1239-no one or auto on the line. Called back, chose call back. LZB called back, answered the phone immediately, says call failed, but left a message saying they couldn't get in touch with me (115) even though I answered. Called back, spoke to Fiona who couldn't confirm and put me into "correct" queue. Speaking to ******** now (49 minutes) who confirmed time. I have wasted time off from work, and personally time. for an expensive piece of furniture for far too long. I just confirmed with ********, I cannot return this couch, even though LZB has yet to rectify their defective furniture. I was just a time slot, here's hoping they show without cancelling. I have told everyone about my experience, and will continue to do so. Expensive, cheap furniture. Terrible product, terrible service. Time of day right now. 3:05 PM

  

  Business response

  03/04/2022

  Dear BBB,

  Thank you for alerting us to the customer’s concerns.
  
  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 also covered for one year from the date of delivery of the furniture.
  
  We have reviewed the customer ticket further. We have determined the damage to the arm is not consistent with that of a manufacturing defect,  however, due to the multiple cancellations, we are offering the customer a reselection on the Devon Right Arm Reclining Loveseat, as a one-time courtesy.  We will pick up the current unit when the new one is delivered. If the customer chooses something that costs more the customer would be responsible for the price difference. Refunds are not available. Please note, our current product lead times are 19-36 weeks. 
  

  To move forward all we need is the customers approval. We have emailed her with the following information above letting her know to email us back with her approval. Once approved, we will notify the Middletown NY,  La -Z-Boy store so the customer may begin shopping. The customer will be able to contact the store location anytime within the next 30 days to begin the reselection after she gives us her approval.

  Kindest regards,

   

  La-Z-Boy Incorporated

  **** *.

  Comfort Care Representative

  ********

  Customer response

  03/17/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I replied to this initial email from LZB-they have not answered how they determined their finding (they had me take pictures to show them how the recliner didn't work properly-I am not sure how you can determine the broken movement by a still picture).  They never addressed the cushions being compressed.  It appears they seem satisfied that their product (which cost me close to 4k) only lasted about 4 months. They tried to set me up to go to a LZB in NY, I am in PA (this shows the negligence of the company of not thoroughly reviewing a complaint).   

  I have been working with Patrick at LZB in Dickson City.  He has seemed have the company agree to replace the entire unit.  I am not thrilled with this outcome, but it is better than what I have been dealing with when it comes to LZB customer service directly.  He has gone above and beyond to try and rectify this issue.

  I would still like an answer on how and why they determined their findings.  I would also like an explanation on how they believe that it is acceptable for their product's quality to diminish so quickly after delivery. 

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

  

  Business response

  03/24/2022

  Dear BBB,
  
  The La-Z-Boy warranty protects against defects in manufacturing or materials, not in how a piece of furniture is used. When we receive photos from a customer, they are reviewed for concerns by our Escalation Team members and/or our Product Support Team members to determine any visible defects and assess for concerns. Not every concern can be assessed this way, but many can.
  
  In our review of the customer’s photos, we did not assess any concerns with the motion of the piece nor with the compressed cushion as we were providing a replacement for the sectional, which would resolve all concerns simultaneously. The cushion on the back of the unit is compressed vertically and this is indicative of something pressing down on a cushion for extended periods; typically, this is caused by a pet laying on the top of the cushion and is not caused by a defect. At the time the concern was reported to us, the notated concern shows that the Right-Side Sitting back cushion is compressed, and the arm on that side is loose; there is no note of concerns with the mechanical operation of the sectional in the customer’s service ticket.
  
  Kindest Regards,
  La-Z-Boy Incorporated
  ***** **
  Comfort Care Representative
  Case# ******

  Customer response

  03/24/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I am accepting a resolve because Patrick at Dickson City has done his best to try and rectify this issue.  I am not happy with corporate's responses.  Every response has been a cop out and they refuse to take responsibility for their faulty product. I do hope other buyers read these complaints.  And I would like to respond to the last response:

  Again, this unit is NOT even a year old.  The issue started 3 months after having the furniture.  And with all due respect, you CANNOT determine the recliner is functioning properly based on a PICUTRE.  It does amaze me that your company cannot even see the arm of the recliner isn't properly attached.   In regards to the compressed cushion, you are letting me know your expensive furniture is not made for everyday use.  My 5 pound cat, and 20 pound dog should NOT have this affect on a cushion like that-again showing your product is not worth the money.  The first cushion that was compressed, would not be caused by my pets, is the back cushion, where if a human were sitting, it is against their back.  I don't know about you, but I don't know of any animals sitting vertical, like a human.  

  I hope when this new unit is received, there are no issues.  However, how everything else has been handled by corporate, I don't have too much faith.  I hope this is the end of this issue. 

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

  

  Business response

  07/08/2022

  Dear BBB,

  Thank you for bringing this customer's concern to our attention. 

  We have authorized a return and refund on this customer's sectional. We respectfully request this case be closed.

  Kindest Regards,
  La-Z-Boy Incorporated
  ***** *.
  Comfort Care Representative
  Case# ******

  Customer response

  07/15/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Due to my experience regarding this matter, I am not comfortable closing this case until the sectional is picked up, and I am issued my refund.  

  As of today, I have not received a call from LZB to schedule a pick up.  I responded to an email on 7/8/22 from ******* *, who was most recently working on this case.  The email was received last Thursday, 7/7/22, after my phone call with Tim.  He stated if there was anything missing in the email I wanted clarified, I could respond, but to allow 2 business days for a response since the email would have to be assigned back to him.  I wanted, in writing, that a refund will be issued once the sectional is picked up from my house.  I am concerned by the verbiage that a refund will be issued once the item is picked up and returned to the warehouse.  My concern is I have NO control of the couch once it leaves me house.  If something happens from my house to the warehouse, I do not want to be responsible for a lost or stolen sectional.  I was advised the party picking up the sectional is from a third party, not LZB.  I do not want to be out of money and a couch.

  I have not received a response.  I sent a follow up email yesterday, 7/15/22, advising LZB has yet to call, and that the only response received was through the BBB.  I advised Tim I had 10 days to respond to BBB, but due to the circumstances regarding this matter, I would be rejecting the BBB response until this issue is fully rectified.  I am hoping to hear from LZB soon to schedule the pick up. 

  As stated above, I will accept and have this case closed once the couch is gone, and my refund is issued.  Thank you for your understanding. 

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

  

  Business response

  07/19/2022

  Dear BBB,
  Thank you for contacting us about this customers concern. 
  We have read this customers concern very carefully and we understand this customers concerns. Our 3rd party delivery team would only be transporting this unit to the local warehouse. Once this has been checked in to that warehouse, the information on the unit will be cancelled (such as the product tag information and ACK) and the refund will be processed. 
  We have honored the customers requests; the authorization for a return and refund is processing. There are no further actions, nor responses that we can make in regard to this concern.  We respectfully ask that this case is closed.
  Kindest regards,
  La-Z-Boy Incorporated
  ***** *.
  Comfort Care Representative
  CM******

  Customer response

  08/12/2022

  Hello, 

  I meant to respond to the BBB to close the complaint.  I just received the refund check, and it has been cashed.  I am not sure if you need to reopen it to state this.
  

  Thanks, 
  

  ***** ***** 
  

*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. ↩