ComplaintsforLa-Z-Boy Furniture Galleries

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My LA-Z-BOY Recliner was repaired on March 9, 2023, parts were ordered, the repairman said I should Call when parts arrive.All parts were delivered by March 23, 2023, I have called customer care dozen times,but *** is ever available, left messages, but no one calls back . Please Help!

  

  Business response

  05/03/2023

  We have conferred with our Service company.  There was an agent error in processing his order.  They are working to resolve the issue now.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approx 10/2021 I bought a leather couch with a warranty for the leather the additional cost was approx $600.00. I called and spoke with ****** on 12/12/2022 who had someone come ou and take pictures. The young man said it would be approx 4-6 weeks I would receive new cushions via **** Once they arrive to call back to the store and someone would come back and install them. The week on 2/20/23 I called the store 3 times, leaving voice mails to please give me an update, to no avail. I actually went into store on 2/27/2023 and spoke with *****, store manager who reached out to a ******* two different times, to no avail. Each ************ someone would be back to me in a few minutes. I again spoke with *****, on 3/8/2023 explaining no one has reached out and I was going to call corporate or file complaint with BBB if they did not honor the warranty I paid for. ***** again assured me she had sent it up to upper management and I should receive an email soon, no avail.

  

  Business response

  03/13/2023

  We are currently working with our Service Techs to expedite this issue and get **************** taken care of.

  Customer response

  03/13/2023

   
  Complaint: 19562626
  
  I am rejecting this response because: its been since 12/12/2022. The company is not explaining the hold up. I was told it would be originally 4-6 weeks.  If they cannot give explanation I believe they should replace with one from the warehouse. I also explained that I would be out of country from the end of March to first of April. 
  
  Sincerely,
  
  *********************

  

  Business response

  03/24/2023

  There was some confusion about her warranty and the coverage.  

  We have since sorted it out and are prepared to move forward with repair at no charge to her.

  Customer response

  03/31/2023

   
  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.
  **** with leather company is coming next week of April 3rd to assist
  Sincerely,
  
  *********************

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made this purchase on 11-27-21 for the sum totaling *******. The representative from the store ordered me a manual recliner when it should have been electric due to me and my husband's disabilities. Once the incorrect order came in on 12-17-22 (over one year later), I contacted **** (a manager) and customer service to inform him of the incorrect recliner and to also advised him the cushions on the seat, arm and back are all flat(all three pieces loveseat , couch and recliner). I was advised that they would be replaced in December of 2022. Until this date nothing has been done, with the exemption of getting 2 boxes of cushions (dropped at the frnt door) and no phone call from technicians. I have called *********************** numerous times and have gone to Lazboy in person (**********) to complain as I am being forced to keep these broken couches that I did not order. I feel that *** have a case of theft by deception as I was lied to and can't get a resolution to the matter. *********************** informed me that I could not contact district manager as he has no phone number. ***************** advised me that if return the couches I would have a 25 percent restocking fee. I don't know if I now have to wait another year to get the couches right with the correct electric recliner. I do not want unknown subjects repairing the couch at my home, as I have been a victim on invasion in the past. I feel that this company is taking advantage of me as I am elderly (+65) and of Hispanic descent. I reached out to my son over this matter. attached is a link with the last conversation we had with ******************. ***********************************************

  

  Business response

  02/08/2023

  We are refunding ********************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,Lazboy case #****** This is a This is in response to a message I received from someone at ********* I have worked with ****** furniture in the past. They have replaced the entire back of the chair that I currently have. Its doing the same thing again. I do not want them coming out here and charging me $150 for them to tell me and for what I already know is the same problem. I would like ******** to help me with this issue. This chair is so new that this kind of thing shouldnt have even occurred in the first place. It really appears like its a design flaw. They, meaning lazy boy, are not going to anything different to resolve this issue. All they wanna do is send out another technician and do the same thing again. Thats not acceptable. As I said, theyve already replaced the entire back of the chair and the chair back is still horribly uncomfortable. Its got some kind of spring mechanism where your back rests, and all it does is sink in. It needs to have fill in there and not some kind of spring pushback. Please reach back out to me as I would like to discuss what my options are as this is becoming ridiculous. Thank you. *****

  

  Business response

  01/09/2023

  This customer is outside of our coverage area.

  She needs to refer to her local ******** dealer.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased a sectional and recliner with Lazboy in March of 2021. We were originally told the furniture would be delivered august of 2021. This didn’t happen and we were told month after month that it was being delayed. We finally received it in December after they double charged my card and didn’t waive the delivery fee like they stated would happen. I was able to resolve the double charge with my credit card company but the delivery fee took me 6 months to get my money back. Our furniture since then has been horrendous quality wise. Our frame on our sectional is broken, the buttons are falling off, the recliner doesn’t recline properly, the material is deteriorating, and it does not function as it did recline wise. They’ve sent two separate repair companies out to fix the issue but neither of them have been able to provide resolution. The first said it needed to go to a shop to be fixed and the second said that it was Friday and it was too much labor to do on a Friday evening. However when he did inspect the furniture he stated he didn’t see where the manufacturer even installed the components of the recliner to make sure that it recline properly. Every response from Lazboy results in an email that can take as long as a week to get any resolution which in most cases is just saying they’re waiting for answers from someone else. We contacted them in August of 2022 and haven’t had any resolution to our furniture.

  

  Business response

  01/09/2023

  We have been working on a Return Authorization from the factory which was just approved.

  We are now working on an exchange with the customer.

  Based on Mr. ******'s most recent correspondence, we believe that he is satisfied.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bought a new couch from lazy boy, and after delivery product is damaged and poor craftsmanship. Lazy boy does not offer refunds and did not deliver the same product I bought in show room. I would like a refund as I don't see this product lasting more than a year

  

  Business response

  05/03/2022

  Our territory stops at the Florida panhandle.  We have not served a customer from the Tampa area since 2017, and they picked up at our Pensacola store.

  Moreover, I searched our system for this phone number, and got no results.

  I believe that he needs to contact the BBB for the Tampa area.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a loveseat in November. Contrary to their own "warranty" which was not presented to me online, they did not send a fabric swatch nor get in touch with me immediately. I later found they had pet friendly fabric but they would not change per, as they said, their warranty. I signed no contract, saw no warranty, did not get contacted by them. But they just refused my request without upholding their own "standards." Then I kept calling for date of delivery and was finally told February. Nope. No show. Called again, told March. Nope, just got message that it is now April. They needed "a part " **. Not a recliner or anything fancy. They do not respond to my requests for refund which is not unreasonable since they are liars and thieves. (They were quick to take my money. All of it. And again, did not follow their own procedures as posted online in "warranty.") They have no interest in making this right or acknowledging failures at beginning. I would NEVER have ordered had I read more about their terrible reputation. I am on SSI and have nowhere to sit in my tiny apartment because I removed sofa in February in anticipation. I am SO angry at them and just want my money back

  

  Business response

  04/18/2022

  The customer appears to be from *** *********, well outside of our territory of the Gulf Coast.
  
  While I would ordinarily validate this by checking the phone number against our records, this customer submitted an invalid phone number to the BBB.
  
  Without more information to either confirm or deny that this customer actually purchased from us, I am unable to assist with resolution.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We moved into the area from out of state in June 2021 and we placed our order for a sofa, love seat and recliner in May. We were initially told that everything would arrive on a specific day in June. When my furniture did not arrive on that day, we were informed that the salesperson made a mistake somehow but they would amend the error and the furniture would arrive the following week. Sure enough, the furniture arrived but we were missing the love seat. I called again and was told that the love seat was out of stock and due to covid delays, it would be a few more months. We were a little irritated but understanding. However, a few months later, we hadn't received the furniture nor received a call about it. We called again. Our messages went unanswered when we finally got through, they told us again, a few more months. It's January 2022 now and we called again... we were told that the couch was made and in transit and it would arrive at the warehouse on February 14th. That date came and went. We called again and asked for a refund and they told us that the couch was coming and that we should wait a few more days. It never came. I had to go down to the store and ask for a refund (of nearly $2000). I was told *** would call me to verify I wanted the refund and that it could take 7-10 business days. *** never called. 12 business days later, we finally get in touch with ***. He tells us he sees the refund request but that it hasn't been approved and he would look into it... They are basically refusing to refund my money that I paid almost a year ago for a piece of furniture that I NEVER received. We also originally got the furniture warranty for all 3 pieces but the initial sales person, Megan, didn't include the love seat in the warranty like we had asked. I'm usually a pretty patient and understanding person, but the lies, the runaround, and refusing to give me my money back has been absolutely unacceptable.

  

  Business response

  04/05/2022

  Business Response /* (1000, 7, 2022/03/22) */ This refund was processed on March 8. Consumer Response /* (2000, 9, 2022/03/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The refund was processed after several calls and after the submission of complaint. Receipt was mailed out shortly after.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase/Payment date: April 24, 2021 Amount paid: $4,427.42 The estimated delivery date was 12 weeks from date of purchase. As of this date, the furniture has not been delivered, currently at 38 weeks and counting. We have inquired multiple times by phone and email on the status of delivery. When we did, we were not given this information and was actually told that at the time of the purchase, we weren't told 12 weeks, we would have been told of a 1 year wait. To date, there has been no apparent effort to resolve this issue. We are unable to be put in contact with anyone other than the sales representative. On two inquiries, there was no response at all. When asked about a possible refund, we were told there would be a 25% ($1,100 !) restocking fee on furniture we have never received! We were not told of this policy at time of purchase and was never presented this information in writing. Customer number: *********

  

  Business response

  02/14/2022

  Business Response /* (1000, 5, 2022/01/25) */ Mr. **** is unhappy about the time it has taken for his furniture to be made. While we are frustrated about the time as well, the simple fact is that this is beyond our control. The furniture industry, like almost every industry, has experienced unfortunate and inordinate backlogs due to a number of causes rooted primarily in the Covid-19 pandemic. Nevertheless, we are still contractually obligated to the factory for the order we made on her behalf, which is why we ask our customers to sign their contract with us directly next to the restocking fee clause on the front page. We cannot be anymore transparent than this. The warranty period will be effective beginning the day that Mr. **** accepts delivery as he requested. Consumer Response /* (3000, 7, 2022/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is correct in regard to being unhappy in the time it has taken to receive the chairs as we had discussed the period as being approximately 12 weeks before making the purchase. Obviously, this is context of the original complaint. Regarding the 25% restocking fee; we were not told of this fee. We viewed the furniture a week before the purchase and ordered by phone a week later. The only documentation interaction was by email message and by a link to provide credit card information. This verbiage or contract was never included in the email communications or in the credit card link provided. We have never signed a contract as mentioned in the response. Nowhere in this process were we presented with this information verbally or in writing. This transparency step, as it is being referenced, was missed in the process of the sale. If you have this signed contract, I'd be interested in seeing this. Business Response /* (4000, 9, 2022/01/26) */ Our online billpay asks our customers if they agree to our terms and conditions prior to processing payment and gives them the opportunity to view said terms and conditions. I have a copy of the terms to which Mr. **** agreed and just emailed them to the email address listed in this complaint. The document I sent him includes his digital signature and a time stamp for the agreement as well as the IP address from which he agreed to the terms and conditions. Consumer Response /* (4200, 11, 2022/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) After reading through the terms and conditions sent by the seller, I found in item 9, at the bottom of the 2nd page of the four-page document, that there is a 25% fee for cancellation of custom orders. In the signature block of the document, it indicates "YES", as indication of checking of a checkbox on the payment page offered online. To view this document, one would have to choose to view and then find this paragraph at the bottom of page two. Not exactly "cannot be any more transparent" as was indicated in the response but nevertheless, probably binding. Another excerpt from the terms reads: 11. Limitation of Liability. Buyer agrees to hold SFLFG harmless for innocent and/or negligent mistakes, errors, and/or omissions in any way relating to this Contract or the Goods. In no event shall SFLFG be liable to Buyer or any third party (including any and all liability for service, warranty or repair work performed by SFLFG) for injury, special damages, or consequential damages, relating to or associated with the purchase of the Goods or this Contract, regardless of whether such damages were foreseeable and regardless of whether Buyer had been advised of the possibility of such damages, and notwithstanding the failure of any agreed or other remedy of its essential purpose. Wow! Certainly a one-way street when dealing with them. Doubt this even has merit. In any case, in the original complaint, I did not ask for a refund as resolution to the complaint. The Requested resolutions are: Delivery (still no date offered as to when this might happen). Billing adjustment. (Verbally told 12 weeks for delivery now approaching 40 weeks) Warranty commencement to be date of delivery (This is agreed to in the complaint response by the store but I will need this commitment in writing. Much of Lazy Boy's warranty refers the warranty period commencing as of the date of purchase. Obviously, what the seller says and what they do aren't the same) As of this posting, for resolution of the complaint, we're at one out of three, maybe. If they would just deliver the furniture as requested and paid for 39 weeks ago, that would be great. I have no confidence this store will make any sort of billing adjustment to make this right. That is apparent by the approach they take in responding to customer complaints. It appears their approach in complaint resolution is to make one statement after another to further anger customers. Good luck with that approach. That's not so great for business reputation purposes.

*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. ↩