Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March, 2024 we purchased 2 ******************* sofas from LazBoy in **********, **. We paid $6,279,.98 for the 2 sofas plus we paid $320 for USF-Servco Fab Treatment plus $640 for a 3 year extended service plan. In Dec., 2024 we noticed several snags on the 2 sofas. We first contacted ****** but they said it was not their problem. They suggested that since the sofas were still under warranty we contact LazBoy directly. We sent pictures and a description of the problem to LazBoy customer care. On. *****, 2025 ************* responded that the manufacturer responded and said that the snags were not covered under the warranty. I can't believe that neither the regular warranty nor the "extra protection" and "extended warranty that we paid $960 for will not cover this problem. This is not the customer service that I would expect from a large company like LazBoy. I would surely expect that the fabric would hold up better especially after just a few months. When we purchased the 2 sofas we were assured by our salesperson that any problems would be covered by either the regular warranty or the extra protection that we paid a lot of money for.

  Business response

  01/30/2025

  We do know this can be frustrating, but as with most warranties they only cover manufacturing defects.  Snags or pulls in the fabric are caused by something in the home, such as buttons or snaps on clothing, keys, fingernails or pets' claws and many other things.  This kind of damage would never be covered under a manufactures warranty since it is not an issue with the manufacturing.  The Servco warranty is not a part of our company, but it does cover food and drink spills only and since this damage is not from food or drink it would not be covered.  We understand that it can be disappointing when newer items are damaged in the home but unfortunately, we cannot help with this issue.  

• Initial Complaint

  11/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On 11/19/24, my wife ************ visited the ******** store in ******* and spoke with salesperson ******* ******. We tried out several recliners and my wife found one that she liked. It was a power recliner on the sales floor in a blue color that matched our existing LR furniture. The sales person explained the power features in detail and the advantages of a power recliner over a manual one. Once we decided to purchase it, the sales person pulled the item tag and we went with her to the back of the store to write up the order and arrange delivery. The sales person pitched the extended warranty to us, explaining that it was important to have coverage for the motors in the power recliner. We signed off on the paperwork, arranged for delivery, and left the store. We received delivery of our order on Friday,11/22. We were surprised that the item delivered was a manual (not a power) recliner in the same color as the one that we selected in the store. My wife questioned the delivery persons and they assured her that it was the correct order. She then called the store and spoke with another sales person (not ******* ******) and was assured again that what we received was the correct order. This seems to be a bait-and-switch sales gimmick.

• Initial Complaint

  11/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I ordered a La-X-Boy chair on 8/30/2024 SKU ******** (020762/C203762). It was a **** rocking/recliner. This included the extended service and dry fabric treatments. When the chair was delivered, I immediately noticed it did not look like what I had ordered (design-wise) It was the **** chair, but there were numerous seams in the fabric, which did not match what I saw in their showroom, nor on the website. It dramatically changed the look of the chair. When I spoke with the manager at the ***** store, I was told the fabric I picked was a new one, and the factory built the chair as if the fabric was LEATHER, hence all the extra seams. Even they were surprised by that. It was not the chair I ordered. I was told I had to change fabric as they could not get a guarantee that the factory would make the chair any other way with the fabric (not leather) that I chose. I selected another fabric, which I was assured was going to be made to EXACTLY match the total design in the store and on the website. I was told I had to pay a restock fee the manager said at first, he was told by management they wanted to charge me 50% but he got it down to 10%. I also had to pay an additional delivery fee (grand total of $211 more). I pushed back on this but told I had ZERO option. This to me was not acceptable, as I didnt change my mind on the chair or the fabric the chair that was built did not match what was promised. The staff at the ******** showroom concurred the look of the chair was changed by all the additional seams. I contacted ******** the company and they threw it back into the court of the individual ******** addition, their "current" sale price for this chair is LOWER than what I paid, which shows me they are "wiggle" room on the price and should REFUND the extra amount I was FORCED to pay.

  Customer response

  12/19/2024

  Hello,

  It's been a month and I have not heard anything back from the business reported on my complaint.   Just checking in to see next steps.

  Complaint #********. 

  Regards

  Phil 

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am having an issue with some furniture I purchased in September of 2019. This is the second issue that I've had with this furniture. Within the first year the furniture started sinking. A ******** technician confirmed the issue. Due to Covid and the delay in processing, I didn't receive the replacement furniture until April of 2021. The replacement furniture, which was less than three years old, is now damaged beyond repair. A claim was filed in February of 2024 prior to the warranty expiration date. The response from Guardsman states that my warranty is expired, and the damage is not covered. My warranty was not expired at the time of the claim. I am contacting you to see if there is anything that can be done about this situation. Clearly this furniture is defective. I would greatly appreciate a phone call to discuss this matter. Please let me know if you need any additional information.

  Business response

  12/16/2024

  The furniture issues the customer is having have a one-year warranty, which expired in 2022.  She is also mentioning Guardsman which is a different company than Lebco Industries and if she is having issues with Guardsman she needs to file this complaint with Guardsman.  I have spoken to this customer and offered her 2 options one is a significant discount on repairs and the other is a discount on a new purchase.  She has not responded to these offers made a couple of weeks ago.   

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  April 2024 ordered 2 recliners. Paid for each recliner with different credit card. Delivery May 2024. Recliners were damaged, defective and appeared to be pre-owned. Called Lazyboy customer service to report next day. Was told these were natural occurrences in leather. Said they would never return. Made dispute with credit card companies May 2024. Called LB customer service in July 2024 and asked for manager. Manager and I discussed via phone only one credit card dispute and she agreed to pick up if I agreed to 50% restocking fee. I agreed and recliners were picked up August 2024. Now they are saying I must pay for restocking fee for both recliners. We only discussed one dispute of $2,786 and they are saying I must pay restocking fee of $2.089. The other credit card dispute has been resolved so I continue to ask for refund for only recliner. I now have reached out again to pay 50% restocking fee for one recliner $1,045 and they refused. They have both my recliners and are refusing any refund. The recliners were both damaged or defective and I have been trying to resolve this issue since May 2024.

  Business response

  09/12/2024

  The customer signed before the order was placed, they were aware if they cancelled or returned a special order that there was a 50% restocking fee since it is a special order, and we do not carry the merchandise that they are ordering.  This customer did sign 2 different documents stating that she understood that there was a 50% restocking fee to cancel or return the furniture.  The 50% restocking fee to return the chairs was $2,059.90 and I told this to the customer several times during our conversation.  I also called her back reminded her of the $2,059.90 restocking fee and gave her 2 other options 1) she could return these chairs and reselect 2 new chairs and only pay a 25% restocking fee.  2) We could replace the parts of the chairs that the customer did not like (they were not defective, she just did not like them) at no charge to her and she would keep the chairs.  She refused both of these options.  *** chose a very rugged natural leather that is often seen in southwestern type furniture stores.  She did not like this look once it arrived at her home, but it was not defective.  The restocking fee to return the chairs was $2,059.90 and that same amount was told to her numerous times during our conversation.  

  Customer response

  09/12/2024

  I am rejecting this response because:   I received damaged/defective merchandise. They are in possession of the merchandise and trying to misrepresent our conversation. I have no refund for damaged merchandise and they have the recliners 

  Business response

  09/13/2024

  Our position will not change.  The customer was aware of the 50% restocking fee to return special order merchandise before the order was even placed.  Because the customer does not like what they purchased does not make it defective.  The customer was given options and refused them all except to return with a 50% restocking fee.   

  Customer response

  09/13/2024

  I am rejecting this response because:   Lazyboy delivered two recliners to me that had multiple damages, stains, leather sagging on footrest. I reported these issues the day after delivery. The original customer service was rude and completely obstinate that there could be nothing wrong with these recliners. I have reached out many times for a resolution. They refuse to believe what I am saying is true. Their position is that I received what I signed for and agreed to with the sales agreement. They have hidden behind the idea of "natural leather"-- as in any defect would be considered "natural leather".  The recliners are expensive and no reasonable person would have considered these defects as part of a natural leather look. They picked up the recliners from my home on 8/1/24. The recliners are in Lazyboy possession and I do not have a refund. I am asking specifically for $2,786.24.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased new sectional, 2 recliners, coffee table, dining room table and chairs during Black Friday sale 2023. Had items delivered and worked well with the delivery. Days later, the chase ***** stopped working. Everything had been amazing with ******* ******** as he has taken tremendous care of us. However, these issues are beyond his control though he as done everything he can. I have endless emails, missed calls, voicemails, video footage, etc that the service technician is the absolute worst. He never knocked the door, rang the door bell. He showed up in the last 15 min window, called, left a voicemail and I called right back. He did not answer and was not outside. I dont answer unknown numbers. I respond to voicemails and call back. He did not answer his phone until after 3 pm window was up and said he was going to next stop in ******. From then, he has been rude to me, our nanny/nurse in our home. **************** has also been the same. The girls dont have the interest of me as a customer but defend the employee. I have been waiting March 2024 to get my expensive furniture fixed. Now I have been going back and forth with phone calls with ******* who is also rude ******************) and informed me the only technician ***** cannot come back to my house because I am the only customer who ahas ever complained about him. Which is hard to believe. But now I am scheduled for a pick up so the furniture can be repaired with a minimum of a 2 week window. Issues keep arising. When did the part come in? Why was I not notified? I keep relying on show room staff to resolve an issue that has nothing to do with them. At this point, you can come get it all and give me my money back. This is the worst service ever and yet the quality is what I wanted. I need this resolved immediately. I have a great deal of email correspondences and can provide those as well as I am unable to upload them to this file.

  Business response

  06/25/2024

  Dear BBB, 
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience. 
  
  The customers store of purchase ******************************************************** is independently owned and operated. ********************* does not have access to the service departments customer records. We have contacted the service department and requested that they contact the customer to assist with their concerns and provide them with an update with their current repair. 
  
  We kindly ask that this complaint be closed as the customer will need to continue to work through their store and service department. 
  
  Kindest Regards, 
  *********************, 
  Gabby W.
  E-Commerce Coordinator  
  CM # 870733

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered parts for recliner , was given original cost of $27. About a month later, received email saying they needed additional $75 because my recliner ., , was out of warranty, which I paid. My credit card was charged immediately both times I paid. It has been approximately 2 months. I requested a refund and they denied my refund . I have not received any parts.

  Business response

  08/27/2024

  Talked to ** and let him know that it could be a very long wait for the parts as this chair is 35 years old and discontinued. I let him know the part he is needing only had a 2-year warranty, so it might come back as not available. The customer opted to not continue to wait so we cancelled the order and refunded his money.  

  Customer response

  08/28/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased sofa from La-Z-Boy for $4,800 that has manufacturing defects and customer service has not allowed for replacement or refund through 6 months of negotiations. See attached letter.

  Business response

  07/15/2024

  There are no manufacturing defects with the furniture that the customer and it matches what is shown on the showroom floor for this style that they chose.  The technician with over 35 years of experience repairing La-Z-Boy reclining sofa stated that there are no defects. We did order a new mechanism as a courtesy for the customer to make some adjustment that they wanted even though it was not defective to try and compromise with the customer.  They have not returned our calls to schedule the part to be replaced.  

  Customer response

  07/15/2024

  I am rejecting this response because:   

  DISSAGREE COMPLETELY.
  We have not received any calls from Lebco nor from La-Z-Boy concerning scheduling parts to be replaced. If the technician with 35 years of experience is named Gilbert who visited our home for inspection of the sofa, this is a bold-faced lie. He agreed with our complaints and promised to forward his findings to his customer service representative for resolution. No one else has visited our home to inspect. Take a look at the attached photos and decide for yourself if this in not manufacturing defects or at minimum damaged. No photos can show ricketiness or food crumbs in crevices. 

  Business response

  07/15/2024

  We will reach back out to schedule to the replacement of the parts that were ordered.  You should receive a call within 48 hours.  

  Customer response

  07/18/2024

  I am rejecting this response because:   See attached email to Lebco Industries.

  CC to Terry *********** & Theresa ******

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 14th 2023, my sister, ******* and I purchased a reclining couch. It was delivered in December 2023. The couch was not functioning correctly and the left side was not correctly aligned. We called the store who directed us to the warranty department. They came out weeks later and had to order a new reclining mechanism for the right side and remeasured the seat on the left side. After approximately 6 weeks the parts came in and the repair was scheduled weeks later. Eventually the reclining mechanism was installed but something was broken and the new seat cushion was installed for the left side but still was not aligned. Then the broken part was re-ordered for the right side and a new seat re-measured for the left side. At this point we asked the warranty department to make us a new couch altogether because buying a new couch at $5300 that is broken is not an unreasonable request. They declined. We finally received the new remade left side cushion and the right side was repaired. The LEFT side still does not fit. They are now offering to take the entire couch in which will take approximately 6 weeks to see IF they can fix it with no guarantees of success. With no guarantee of success and not having the couch for 6 weeks we are left with no choice but to ask for your help and any other agency of consumer protection to help us either get a brand, brand new couch made OR refund our money. It has now been 8 months since the original purchase. Help!Thank you.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had an on-going problem with the Shreveport store concerning 2 recliners that I purchased. One in particular about the back of the recliner not fitting. I even contacted the **************** in ******, ******** and they responded that the Shreveport store is independently owned and operated but that they would send this to the ********************* and someone would contact me. A nice lady by the name of ******** called and said she had talked to the Shreveport store and that they would be contacting me in a day or so. This call was on March 15, 2024 and as of today, May 9, 2024, no one from ********** has called me. I would like to send you a copy of the complaint letter I sent to Corporate that outlines all of the times I have had service from ********** that did not resolve the issue rather that re-typing everything if that is permissible.

  Business response

  05/13/2024

  This has been a frustrating experience for this customer but unfortunately this all happened when this store was owned by a company in **********, ********* that we were not affiliated with at the time or for several months, possibly a year after her chair was delivered, we now own this store.  We have offered to send out a repair technician, but we will have to start again as there is no record of any service for this customer.  She has refused this option many times.  We have explained that this is the only way to get this resolved but she has still not allowed the technician to come to her home to inspect the chair.  She can call customer service at ************ and they will get this appointment scheduled for her.  

  Customer response

  05/15/2024

  The company states that they have tried to contact me on several occasions and that I refuse for them to come to my home and make repairs or review.

  That is utterly false as no-one from ******** has tried to contact me either by phone or email or text.  Have them check their communications and

  retry with correct numbers or email. I ignore robo calls and they should call on company phones not cell phones.  My landline will identify company

  names but if I do not have the cell phone in my land line or cell, then don't answer my phones.  They could text me a message on my cell and identify

  the company calling or leave me a message on my landline or email me so I can respond. Any of the three would be good.  With all of the ***** going

  on these days, you have to know to whom you are speaking, texting or talking..  I appreciate your assistance in this matter.  ***************************

   

  Customer response

  05/23/2024

  I am rejecting this response because:   

  The company states that they have tried to contact me on several occasions and that I refuse for them to come to my home and make repairs or review.

  That is utterly false as no-one from ******** has tried to contact me either by phone or email or text.  Have them check their communications and

  retry with correct numbers or email. I ignore robo calls and they should call on company phones not cell phones.  My landline will identify company

  names but if I do not have the cell phone in my land line or cell, then don't answer my phones.  They could text me a message on my cell and identify

  the company calling or leave me a message on my landline or email me so I can respond. Any of the three would be good.  With all of the ***** going

  on these days, you have to know to whom you are speaking, texting or talking..  I appreciate your assistance in this matter.  ***************************

   

  Business response

  06/06/2024

  We have reached out to the customer numerous times.  She does state that she does not answer numbers she does not know, and I am sure some of those unanswered calls were from us.  The phone services do not always state the name of the company calling on your phone.  I have listed the phone number for this customer to call in the original response and stated that she needs to contact us if she still wants service.  That still applies.  If she wants service, she needs to call us at ************ enter option #2 when the recording comes on and if she gets a voicemail, she must leave a message and we will call back.  ************** must answer her phone when we call back to be scheduled for service.  

  Customer response

  06/07/2024

  Thank you for the update on my complaint.  I have to point out that in the original response to BBB regarding same, they state that they have contacted me several times and I have refused to allow a repair man to come to my home to review the items in question or make an appointment for a repairman to come to my house.  Now they are saying that I can call them with the number they have given to talk to someone about my chairs if I am still dissatisfied with the products.  Talking in circles as far as I am concerned, but I will call the number an make an attempt to speak to someone regarding the matter.  Again, thank you for keeping me informed about my complaint, however, I realize that I am fighting a losing battle with ******** as the company has changed hands and as such, they probably have a legal out. 

  Cordially,

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

  Customer response

  06/12/2024

  I have reviewed the business response and accept this resolution. 

  Thank you for the update on my complaint.  I have to point out that in the original response to BBB regarding same, they state that they have contacted me several times and I have refused to allow a repair man to come to my home to review the items in question or make an appointment for a repairman to come to my house.  Now they are saying that I can call them with the number they have given to talk to someone about my chairs if I am still dissatisfied with the products.  Talking in circles as far as I am concerned, but I will call the number an make an attempt to speak to someone regarding the matter.  Again, thank you for keeping me informed about my complaint, however, I realize that I am fighting a losing battle with ******** as the company has changed hands and as such, they probably have a legal out. 

  Cordially,

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

*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. ↩