Complaints

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2020 I purchased a recliner from Laz Boy. The recliner was delivered in April 2021. I was willing to wait and understand the delay in receiving my recliner due to Covid. That being said, the reason I was willing to wait so long was due to the advertised and personal referenced regarding quality. On or about January 23, 2022 - 9 months after receiving the recliner - I heard a loud cracking sound. Upon examination, I could see the base (rocking mechanism) had pulled apart from the cheap particle board that it was attached to. (See photos). I contacted Laz Boy the following day. They could not even give me an estimate as to when they could send someone to look at the broken piece of furniture. Instead of returning my call, as they promised, I was forced to spend another 30+ minutes on hold just to have them tell me they are unable to send someone out to even look at the poor craftsmanship until April 21st - 3 months from the date of the complaint. They have offered no solutions or help and I am left with a broken piece of furniture taking up space in my small apartment and limited places to sit. I do not have another chair nor room for one with this broken recliner taking up and wasting space in my home. Laz Boy either needs to refund the full $1319.99 I paid or reimburse me for the "rent" I am paying for this broken furniture to take up space in my apartment for months and replace this defective item.

  

  Business response

  02/18/2022

  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. Our warranty is available for review on our website, La-Z-Boy.com, it explicitly states: "Warranties are for repair, replacement, or substitution only, in La-Z-Boy's sole discretion. Refunds are not available."
  
  Our service and warranty department, Comfort Care, was contacted by the customer on January 24, 2022. During the initial call we created a service ticket, but no service dates populated. The customer agreed to a call back once a date was made available however, when the Comfort Care representative attempted to call the customer back they were unable to connect. We did speak with the customer later that day when they called Comfort Care again, we scheduled service on the first available date, April 21, 2022. A sooner date was requested from the service provider, but none were available.
  
  On February 7, 2022, the customer reached out to Comfort Care again to ask for a sooner date. We explained that we had already investigated this with the service provider and the customer is scheduled for the soonest available date. The customer was advised that, due to their frustration, we will look into compensation once service has been completed.
  
  The customer contacted Comfort Care again on February 14, 2022, to ask about compensation. They were advised that we will not discuss compensation until service is complete but we are open to providing it. The customer was not satisfied with this answer and advised they would be filing various complaints before ending the call.
  
  We sympathize with the customer's frustration and we are working to provide service as quickly as possible. While we do appreciate the customer sharing photos through this complaint, they do not provide a clear picture of their concern or what parts are needed to repair. We will not be providing the customer with any options for resolution until a technician has been to the home to assess the furniture.
  
  Kindest regards,
  
  La-Z-Boy Incorporated
  ********* **
  Comfort Care Representative
  ********
  

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Lazyboy recliner with some type of fax fake leatherabout 5 years ago. The fabric started to deteriate after a year or two. I have complained to them several times and they just say sorry. This is a poor quality issue they need to address. We were told it would last longer than leather.

  

  Business response

  02/15/2022

  Dear BBB,
  
  Thank you for advising us of this customer's concern.
  
  La-Z-Boy provides a leather and fabric warranty against defects for one year from the date of delivery, this warranty has been in place since August 1, 1992. Outside of the warranty period, we do our best to provide repair services on a charge basis if the necessary materials are still available.
  
  We show that this customer first contacted our service and warranty department, Comfort Care, on February 5, 2022. At that time, the customer's warranty had been expired for 4 years. The customer was advised that we are happy investigate for service options on a charge basis, a response from the customer has not yet been documented in a sales or service ticket.
  
  We regret that the customer is frustrated by our response. In the absence of previous service history or complaint, we must hold to the terms of our warranty. We will not be providing the customer with the requested exchange.
  
  Kindest regards,
  
  La-Z-Boy Incorporated
  ********* *.
  Comfort Care Representative
  ********
  

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order a loveseat in April 2021 1/3 deposit Delivery set for October. Now every 2 weeks we are provided a fake delivery date ....2 weeks more This joke started the 3rd week of November. A few days ago it was 2/14/2022 Today it's 3/2/ 2022 The situation is wrong to lie. We ask not to be lied too. We can't be the only customer this happens .

  

  Business response

  02/21/2022

  Dear BBB,
  
  Thank you for the complaint from Mr. ******. We apologize for the delay in receiving his power reclining loveseat.
  
  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.
  
  A Sales Associate will contact Mr. ****** to schedule delivery as soon as the product becomes available.
  
  We greatly appreciate Mr. ****** for understanding and thank him for being a valued La-Z-Boy customer.
  
  Kindest Regards,
  La-Z-Boy Incorporated
  
  ****** *.
  Executive Escalation Specialist
  
  

  Customer response

  02/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The canned response is not acceptable.
  Lazy Boy is not responding to many different commitments to return my calls from various areas that I've reached out.
  
  Providing delivery dates every two weeks is not reasonable. Clearly they are just automatically adjusting their system and not providing the consumer the product in a timely manner..
  
  Finally they won't speak to their consumers in a reasonable way.
  They won't drill down to the actual problem other than give a generic response
  
  Even though there is a world crisis being in the manufacturing business myself my experience tells me that they're using the excuse for their inept abilities to properly acquire and forecast
  
  This is not a worldwide problem or a consumer problem.
  Lazy Boy is not meeting the minimum requirements for customer service.
  
  Their behavior does not meet customer requirements at all.
  
  They are rude on the phone and obviously Not willing to adjust their supplier base to support their sales.
  
  If they can't forecast their delivery dates they shouldn't be taking people's money
  
  They are living on our deposits.
  They don't seem to have any consequences.
  
  This is not reasonable
  
  

  

  Business response

  03/03/2022

  Dear BBB,
  
  Thank you for the complaint from *** ******.
  
  We are continually experiencing delays in production as I advised on February 21st. We apologize *** ****** still has not received the power reclining loveseat.
  
  The store is monitoring his order and as soon as it is available, the store will contact him to schedule delivery.
  
  We apologize this is happening.
  
  Kindest Regards,
  La-Z-Boy Incorporated
  
  ****** **
  Executive Escalation Specialist
  
  
  
  
  

• Initial Complaint

  02/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 6th 2020 we had purchased a la-z-boy sleeper couch from brown's furniture in Alexandria Louisiana. It was a custom order. We received the couch in late August/early September 2020. Less than a year later we had realized that the metal components on the frame had begun to rust and in return had ruined the cushions on the couch. The couch was in a climate controlled home and never exposed to any harsh elements. There was absolutely no reason for this to occur. I had contacted la-z-boy and browns with the concern. A claim was filed for the couch and Browns came out to the home to take pictures of the damage. It was weeks later and a resolution was met. We were told by lay-z-boy and browns parts would be orders and replaced as well as the cushions that were rust stained. We were told we would be contacted when parts came in. I attempted multiple times to call both places for an update and received no date. I had called both. Early November 2021 I had called both again to advise them we were relocating to Arizona in several weeks and inquired if the work would be done before we have our household items packed. They were unable to give me an answer. We are now in Arizona. Multiple times I have called and emailed with no solutions since arriving here in Arizona. Both browns and la-z-boy are now pointing fingers at each other and I am still left with a damaged couch that was never repaired and has since gotten worse. Each has told me the other business is responsible for the claim and repair. The warranty and offer of repair was not honored.

  

  Business response

  02/19/2022

  Dear BBB,
  
  Thank you for alerting us to the customer's complaint. We have reviewed the concern thoroughly. We do regret to hear of any dissatisfactions the customer may have. We understand repairs were not able to be completed due to the customer moving and such, a courtesy dealer needed to be located.
  
  We were able to locate a courtesy dealer in Arizona to handle these concerns and complete repairs. All the customers information was provided to the dealer, along with all parts required and the agreement made for service prior to the move for the customer. The dealer will be contacting the customer to move forward at this time.
  
  Given that the customers concerns are being handled, we respectively ask that this case be closed.
  
  ******
  **** Customer Service Representative La-Z-Boy Residential
  One La-Z-Boy Drive Monroe, Michigan ***** ( (***) ***-**** comfort.care@la-z-boy.com
  www.la-z-boy.com facebook.com/lazboy twitter.com/lazboy youtube.com/lazboy
  

• Initial Complaint

  02/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a La-Z-Boy Bradley office chair from my local Staples on September 25, 2016. The store is now gone. The metal frame and plastic chair bottom broke. I sent an email to True Innovations, who handles La-Z-Boy office furniture warranty, in August of 2021. The email had pictures, and credit card receipt and other information as they requested. I resent the email in September because I got no response. I sent an email to La-Z-Boy customer service. I got a call back the Friday after Thanksgiving. The lady who called me tried to do a 3 way call with True Innovations, but they were closed for the holiday. The lady indicated she would call me back the following Monday and we would do the call with True Innovations. I have had no further response from them, despite sending multiple emails. The lady indicated I should receive repair parts for the chair as they are under warranty. We actually purchased 2 of the chairs 3 days apart. They are used in our home office. The other chair has worked just fine. FYI no one here is near the 275 pound weight capacity given for the chair. I would like La-Z-Boy to back up the warranty on the chair. The La-Z-Boy warranty and reputation was a major factor in selecting this chair.

  

  Business response

  02/14/2022

  Dear BBB,
  
  Thank you for alerting us to this customer concern.
  
  La-Z-Boy office furniture is created through a licensing agreement with True Innovations, they are responsible for manufacturing and selling the furniture. Any warranty services must be performed by the manufacturer, True Innovations.
  
  We apologize for any inconvenience that the customer has experienced due to delay in service. We reached out to True Innovations today, 02/14/2022, and requested that they contact the customer to assist. If the customer is not contacted within 4-5 business days, we ask that they advise us through this complaint so that we may investigate the best options to assist.
  
  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.)
  As of 2-24-2022, I have received no response from True Innovations. As requested in La-Z-Boy's reply above , we are informing them that 10 days after they contacted True Innovations, we have not been contacted by True Innovations.

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a loveseat and a matching area rug as floor sales from a store that was moving to a new site. The rug was staged with model furniture when I viewed it, which hid the actual state it was in. When I took it home and unrolled it I saw that it was dirty and discolored. I tried to clean it professionally, but it didn't clean up; the dirt was embedded. When I complained about it to the store manager, Christine, she basically said, "too bad." This is both fraud--it was a defective product--and poor customer service. It's the first time I had bought anything from Lazy-boy, and I will never shop there again. I initially had concerns about the company as a third-rate furniture store and now my concerns have been proven true.

  

  Business response

  02/14/2022

  Dear BBB,
  
  Thank you for contacting us to advise of this customer concern.
  
  We have reviewed the customer's sales ticket, the rug that they purchased was a clearance item and does not qualify for return or refund. Although we understand the customer's frustration, La-Z-Boy does not manufacture rugs and we do not offer warranty coverage for such items.
  
  We have spoken with the customer's store of purchase, and they have agreed to speak with the customer to offer compensation for customer satisfaction in the amount of $100.00. Because the store is offering this courtesy to the customer, we believe this matter to be resolved and we must ask that this case be closed.
  
  Kindest regards,
  La-Z-Boy Incorporated
  ******* ******
  Comfort Care Representative
  ********
  

  Customer response

  02/14/2022

  ***Document Attached***
  Photo of the rug and receipt for rug and sofa
  See Attachment/File: ******* ***

*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. ↩