Complaints

• 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, 
  

  ***** ***** 
  

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern: On 3/23/2018 we received the couch and loveseat. The loveseat has been broke since 1 month after we purchased. The repair guy came out and somewhat fixed it. One side of the loveseat has always leaned to the left. Very hard to lift the foot base. There has been numerous screws we found on the floor and could not figure out where they go. My husband turned it upside down yesterday and all the cardboard and particle boards are broke. I have had furniture from flyby nights places that last longer then this. I want the whole recliner replaced. I just want for Lazyboy to stand by there product. We have requested repairs and call backs! NOTHING.. this is very upsetting. Thank you *** * **** ***** ******

  

  Business response

  02/22/2022

  Dear BBB,
  
  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 also 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.
  
  La-Z-Boy provided service for this furniture shortly after delivery in 2018. The customer's concern was resolved and they were provided with courtesy compensation.
  
  Our records show the next contact with our service and warranty department, Comfort Care, was on February 21, 2022. The customer was advised of our warranty and provided with one hour of repair at no cost, as a courtesy. Service is scheduled for March 3, 2022; we will not be providing any options for resolution until a technician has assessed the furniture.
  
  La-Z-Boy is assisting the customer as outlined within the terms of our warranty and we have provided courtesies for their satisfaction. We respectfully request that this case be closed.
  
  Kindest regards,
  
  La-Z-Boy Incorporated
  ********* **
  Comfort Care Representative
  ********
  

  Customer response

  02/23/2022

  Please see attached notes !
  See Attachment/File: ******** ******** *********

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THis is a request for a refund immediately from LAzy Boy Furniture. Please see official complaint letter attached below.

  

  Business response

  02/23/2022

  Customer was advise this morning a refund check is being processed and mailed on Friday, February 25, 2022. Thank you.

  Customer response

  02/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Lazy boy has failed to refund me several times after stating a refund was processed. Please have lazy boy confirm the check will be mailed overnight or at least have tracking just in case it gets lost in the mail. The failed refund attempts has caused me a small hardship to where if I dint have this money in a few days. I may have to take out a loan. I am 73 years old and on fixed income. Please I just want this nightmare to end.

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2021, my husband and I purchased two loveseats. The loveseats were considered custom due to the fabric we chose. We were told the loveseats would be delivered the week of Thanksgiving. I contacted the store that week and was informed the furniture left their manufacturing facility and was scheduled to be delivered in December. I have spoken to multiple individuals at the store and continue to receive the same information and they continue to extend the delivery date. We are now in February and I have yet to receive the furniture that is apparently ready and waiting to be delivered. This is unacceptable.

  

  Business response

  03/08/2022

  Dear BBB,

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

  We greatly 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.

  Upon review, we were able to locate the customer’s sales ticket. We see that the customer received delivery of their 2 reclining loveseats on 03/01/2022.

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

   

  Customer response

  03/21/2022

  The consumer informed BBB, while she did receive the two recliner loveseats, they are not what she ordered.  She purchased Pinnacle Power Wall Recliners *************  FN 000  on July 2, 2021 and received *** ********************** and **** ********************** *** ******************.  The delivery man told the consumer that they could not take the furniture back when it was delivered.  He told her that she must contact La-Z-Boy about it.  Now the business is requiring her to pay a restocking fee of $1600 for storage and that it will take another 8 months for the consumer to receive the right units.  The consumer wants the furniture that she ordered!

  

  Business response

  03/30/2022

  Dear BBB,
  
  Thank you for contacting us about this customer’s concern. 
  
  We have contacted the customer's store of purchase to investigate the concern. The store advised they informed the customer that the reclining loveseats with the storage console do not come with the drawer, that the drawer was specific to the manual rocker loveseats.
  
  At the time of sale, a customer signs and is given an unsigned copy of paperwork stating that custom orders can be cancelled within three days of placing the order but cannot be returned once in the home.
  
  Compensation and free delivery were offered to the customer for the customer's inconvenience and the customer refused the offer. According to the store, the customer refuses to speak with their management team any longer. The customer was informed of the console prior to purchasing the model they received and have since refused compensation to accommodate.
  
  We are unable to further assist and respectfully request this complaint be closed.
  
  Kindest regards,
  La-Z-Boy Incorporated
  ******* **
  Comfort Care Representative
  ********

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After ordering a Finley loveseat for 3k in May of 2021, I received an estimated delivery date of January. While I thought that was a long wait I knew there had been shortages with materials so I accepted the long wait. At the beginning of February, after not having heard anything from the store about setting up delivery, I called the store and was informed that the production had not begun on my sofa yet, so I was then directed to leave a message with the general manager. I left my message requesting a call back, never received any call back. Today (February 20th) I made a trip to the store to speak with the manager on site and was told that I could not refund the purchase due to having placed a custom order. But still have not received the sofa and don't have a date that it will be received. I am honestly so disappointed with the customer service from Lay-z-boy! This is just unacceptable. The store should have followed up when the delivery date was moved farther out. When you're spending that much on a small sofa customer service should go above and beyond, unfortunately that has not been my experience.

  

  Business response

  03/04/2022

  Dear BBB,
  
  Thank you for bringing this customer’s concerns to our attention.
  
  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.
  
  This customer’s store of purchase is an independently owned and operated location. As a result, we do not have access to their customer or sales information. We contacted the dealer for the store of purchase to investigate the customer’s concerns. The general manager for the store spoke with the customer on February 20th and advised her on the delays. The customer told the manager that she wanted to cancel the order and he advised her that the paperwork she signed indicated special orders could not be cancelled. She showed him her sales paperwork, a copy of which she signed, and he pointed out the areas on her paperwork that indicate “production delays, especially those due to the impact of COVID-19, can detain an order for up to 10 months,” and that “special orders are not subject to cancellation, refund, or exchange.” The manager also reports that the customer’s order is currently in production and is unable to be cancelled.
  
  Kindest Regards,
  La-Z-Boy Incorporated
  ***** *.
  Comfort Care Representative
  Case# ******

• Initial Complaint

  02/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased furniture from lazy boy paid 10,000. And a year and 3 months I called to complain about the issues with both recliners and the couch I was told I was out of warranty so I paid for the the pieces and as I was waiting for repairs more issues started I called and asked if I could send parts back and make a deal on 2 new chairs I was then told they wouldn't take the parts back I wish they would stand behind there products.

  

  Business response

  02/22/2022

  Dear BBB,
  
  Thank you for alerting us to this customer complaint.
  
  La-Z-Boy provides a fabric, leather, and standard padding warranty against defects for one year from the date of delivery; labor to repair or replace any defective parts is also covered for one year. 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 June 25, 2020 and contacted our service and warranty department, Comfort Care, on November 20, 2021 to report their concerns. Although the customer is outside of warranty, the two hours of labor needed to complete their repair was waived as a courtesy. In addition to the free labor, the customer was offered, and accepted, parts at a significant discount. When the customer advised of additional, separate concerns, we offered replacement parts on a charge basis and a discounted labor rate to repair.
  
  La-Z-Boy has provided the customer with multiple courtesies and we are providing service to repair. Service to install parts is scheduled for March 18, 2022. We regret that the customer is not satisfied with the options that they have been provided but we will not be offering additional discounts, exchange, or refund.
  
  Kindest regards,
  
  La-Z-Boy Incorporated
  ********* **
  Comfort Care Representative
  ********
  

  Customer response

  02/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They sent someone to check my complaint, and the tech that came out said the damage was from shipping and they had seen this numerous times I told comfort care of this and was told I would have to pay I then spent almost 400 dollars in padding which I was told it was a complete cushion. I am very disappointed as I have been a lazy boy customer for the last 27 years. Unfortunately I will not in the future and would discourage anyone I know not purchase either as the warranty and customer service is not good for what you have to pay for the product. Thank you for your time

  

  Business response

  02/28/2022

  Dear BBB,
  
  Thank you for forwarding this response from the customer.
  
  As stated in our previous response, our fabric, leather, and standard padding warranty again defects last for one year from the date of delivery of the furniture into the customer's home. Concerns like shipping damage or defect in the materials used for construction of the fabric, leather, or padding are typically evident within the first year of use. The customer's service visit took place on December 30, 2021, and the technician did not report that the concerns were caused by shipping damage. In combination with the technician's report, the absence of previous service history and the time that has passed since delivery indicate the customer's concerns to be caused by in-home use. Even if the customer's warranty were still in effect, in-home use is not covered by our warranty.
  
  We will not be providing additional courtesies and we must ask that this complaint be closed.
  
  Kindest regards,
  
  La-Z-Boy Incorporated
  ********* **
  Comfort Care Representative
  ********
  

  Customer response

  04/18/2022

  I have been waiting several weeks for response from lazy boy after they sent the wrong parts. Now I am out another 500 dollars and the issue is not corrected I need all my money back or this issue resolved assp please.

  

  Business response

  04/25/2022

  Dear BBB,
  
  Thank you for alerting us to the customer’s concerns.
  
  We reviewed the service records for the customer and have determined that service parts were missing from the order. We apologize for any inconvenience this has caused. La-Z-Boy reordered the replacement parts for the poly to ship to the customer within 2-3 weeks. The service part that was purchased to repair the leather damage on the sofa is currently delayed until June/ July. The customer was informed of the delay, and we offered to cancel the service part and refund cost of the part if he would like to do so. He informed us he would still like the item repaired and will wait for the part. When the part for the back poly arrives to the customer, we can schedule an installation visit to complete the repair on the chairs.
  
  We would like to ask for this claim to be closed as we are servicing the customer within the terms and conditions of our warranty.
  
  Kindest regards,
  La-Z-Boy Incorporated,
  ******** *
  Customer Service Representative,
  CM ****** 
  
   

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  OnJune 3rd I went to the La-Z- Boy Furniture Gallery in Plymouth , Ma. I purchased a custom sofa and chair. I was told the lead time was 4-6 months. The saleswoman told us it was running closer to 4 months, but 6 months could also be the case. I agreed and placed a deposit of $1010. And change. When the contract was printed, it said 4-7 months. Again, the saleswoman reiterated that it was running closer to 4 months. At the 4 month mark, I called the store to check on my order. The very unhelpful woman told me that it was looking like Feb. I told her that was longer than quoted and I wanted to cancel my order. She said I couldn't cancel because it was a custom order. I called the La-Z Boy corporate office. They told me I had to take the issue up with the store I purchased from. They couldn't help. I called often. Most times no one could give me the time of day. They couldn't tell me when my order would be in. Finally on Nov. I was told Jan 3rd. That date came and went without any word from the company. I never received any updates from the company. Ever. On Feb 16 I received a text that my order was in. It has been 8.5 months. Well past quoted time. I DONT want the furniture. I just want my deposit back. I understand COVID and distribution issues, but this was beyond ridiculous.

  

  Business response

  02/28/2022

  Dear BBB,
  
  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.
  
  As stated in the terms of sale the customer has included, La-Z-Boy asks that customers allow approximately 4-7 months for custom orders. Although we do our best to complete production within the 4-7 month range, it is an estimate that can change as new production information becomes available. We do not allow cancellation of custom orders outside of the three-day cancellation period, this is also clearly stated in the terms of sale.
  
  We have spoken with the customer's purchase location and they have agreed to provide free delivery as an accommodation for the customer's dissatisfaction. Per the store manager, the customer will be contacted today to schedule delivery and make offer of the billing adjustment.
  
  Kindest regards,
  
  La-Z-Boy Incorporated
  ********* **
  Comfort Care Representative
  ********
  
  
  
  
  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  La-z-boy attempted delivery of a defective/damaged loveseat 2/18/2022. We saw the reclining loveseat had been transported upended, standing on its left side/arm in the van. When brought inside the left seat was very unstable, rocked abnormally from side to side without anyone even sitting on it. Left footrest was inoperable & the seat was lower than the right seat. Stitching across the 2 seats was uneven. Men attempted to adjust from under the loveseat, but couldn't resolve - probably because the entire frame had been damaged during this unorthodox method of transporting it. They intended leaving it at our home, and arranging for a technician to "repair" it or "replace" it. This was absolutely unacceptable! We were not going to have unusable furniture sitting in our living room indefinitely, and refused to accept it. The delivery men loaded back on the van, but didn't provide any paperwork for us to sign. Contacted the sales person at the La-z-boy store immediately upon their departure, and told her we need a full refund of the cost of the order without delay. There has been no response at all. Now, we've seen lots of complaints about furniture being transported in this way by La-z-boy, and specifically about damage to the left seat/side, so this is not an isolated incident. Do not trust La-z-boy after this nepharious behavior, and want a full refund, not replacement. Though classified as a "special order" by them, it is not. The material is one of the standard colors, not a custom material, and ALL orders were being made to order due to Covid. La-z-boy voided the "contract" (order) by failing to deliver a new item in good working condition. Supposedly there's a line of customers wanting La-z-boy furniture, so they will have no problem selling this item in their store at zero monetary loss to themselves. Need a FULL refund asap! For our legal protection all correspondence regarding this must be in writing via e-mail, will not accept any phone calls.

  

  Business response

  02/22/2022

  Dear BBB,
  
  Thank you for alerting us to this customer concern.
  
  We must ask that the customer provide additional information regarding their purchase. We request that the customer respond with the name and location of their store of purchase, along with their sales receipt information if it is available.
  
  Until this information has been provided by the customer, we will be unable to assist further.
  
  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.)
  This person who is representing La-z-boy is clueless. They haven't even read the content of the complaint. They have been ultra slow in responding to a situation where a full refund was being requested. It's a good thing the La-z-boy Gallery where the order was placed stepped up to the plate to issue a prompt refund, otherwise La-z-boy would have still had my money for a damaged item that I refused delivery of on 2/18/2022. The BBB failed to send the e-mail confirmation - with a link to the complaint - that per the website should have been sent to me within 48 hours of submission of the complaint. A "supposed" supervisor at the BBB refused to send the link requested over a week ago, and lied about calling me. (There was no attempt to call me from the BBB). Had the BBB handled the complaint correctly and professionally, I would have been able to update the status within a few days to report that the full refund had been issued. I now consider this complaint closed.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought table/chairs from lazy boy. Table top has couple places that look like a card was drawn around with a magic marker but I can't get a clean top using water and vinegar: as was told by lazy boy. Other issues on table top, sent pics they had someone come look taking pictures just as I had then wait but they do not call, you have to follow up. They say nothing wrong with table I need to contact site for help with cleaning. IT DOES NOT clean. There is a finish on table not allowing to be cleaned.

  

  Business response

  02/21/2022

  Dear BBB,
  
  Thank you for forwarding this customer concern.
  
  The customer's table carries a one year warranty from the date of delivery for manufacturing defect, this warranty covers both parts and labor. This customer also had the option to purchase a protection plan for their table, but they declined that option.
  
  We have reviewed photos provided by the customer and by the technician that visited their home, their concerns have been determined to be caused by in-home use. We understand the customer's frustration but we are unable to provide repair for their concerns.
  
  Kindest regards,
  
  La-Z-Boy Incorporated
  ********* **
  Comfort Care Representative
  ********
  
  
  

  Customer response

  02/22/2022

  From: ******* *****
  Date: Mon, Feb 21, 2022 at 10:04 AM
  Subject: Re: BBB Complaint Case# ******** ****************************
  To: Better Business Bureau
  
  
  The complaint is Lazy Boy in Deer Park, Illinois, but it's lazy boys posture for all of their stores.

  Customer response

  02/22/2022

  From: ******* *****
  Date: Tue, Feb 22, 2022 at 1:43 PM
  Subject: Re: BBB Complaint Case# ******** *****************************
  To: Better Business Bureau
  
  
  The noted issue was not caused by me per the card with magic marker around it- why would I do that? Also, normal eating with food on table does not clean. Did I put a non- cleaning finish on table? I've never bought extra maintenance as I've never needed it as any issue was taken care of. But, I've only been buying items for oh 55 years. And this is the first time I've had an issue. Read the complaints listed for lazy boy. Wish o had before going there.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered 2 chairs and a couch on October 2021. Told furniture would arrive 16-20 weeks. 2/2022 after reaching out about delivery ...received an email expected to arrive in warehouse in June/2022. Looking to cancel order and should get a refund with interest due to their practice of funding working capital off of deposits then not delivering.

  

  Business response

  02/21/2022

  Dear BBB,
  
  We have spoken with the independently owned and operated dealer that the customer purchased from and they have advised that they spoke with the customer on February 17, 2022 to discuss their concerns. This dealer provides a 20+ week time frame for completion of custom orders, with longer lead times for leather and power furniture like that which the customer has chosen. The current estimated shipping date for this order is April 18, 2022, though it is subject to change based on updates to production information.
  
  The dealer has advised that, following their conversation with the customer, this matter seems to be resolved. We respectfully request that this complaint be closed.
  
  Kindest regards,
  
  La-Z-Boy Incorporated
  ********* **
  Comfort Care Representative
  ********
  

  Customer response

  03/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Will close when delivered or fully refunded. The response from Lazboy still indicates that delivery can still be delayed further. Also told that the Canadian trucker protest was another reason for delay. Furniture will be shipping from TN and I will validate wood origin content if arrives.
  
  The original reason why we were convinced to sign contract was that the lead time would be 16-20 weeks. Would not have purchased if informed that delivery would be longer or indefinite. Laz boy corporate statements and feedback from customers indicate that 16-20 week lead time was not possible at time of contract. Also, interesting that on back contract fine print indicates that it doesn't matter what is verbally conveyed. Only written terms matter.
  
  Lazboy delivery and quality are entirely in their control and yet still no firm delivery. Order management and manufacturing process are disconnected. I am concerned that quality will also be a problem since Lazboy previously decided to layoff a significant part of the work force.

*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. ↩