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Complaint Details
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Initial Complaint
04/06/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 11/09/2022 we ordered two recliners from Lazy Boy at Joy Furniture in ********, *******. The cost was $1,978.00, plus tax of $186.53 and delivery $69.00 for a total of $2,233.53. We were told delivery would be in 6 to 8 weeks. In February we were told there was a problem with the leather being wrinkled and they would be delivered in April. We were later told the same problem occurred with the second shipment of leather, with the leather being wrinkled, and they would be delivered in july!We were offered the option of canceling the order and getting our money back. But since these are the recliners we want we have not canceled. There is no other option to buy Lazy Boy in our area. All we want is to get our recliners in good condition. A refund of part of our payment would be a nice apology for the delay.
Business response
03/29/2023
Dear BBB,
We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.
The customers store of purchase, Joy's Furniture Galleries, in ********, **, is independently owned and operated. La-Z-Boy Incorporated does not have access to the stores customer records. We have contacted the store and requested that they contact the customer to assist with their order.We kindly ask that this complaint be closed as the customer will need to continue to work through their store of purchase.
Kindest regards,
La-Z-Boy Incorporated,
******* R
E-Commerce Coordinator
CM 774597Business response
06/26/2023
Hi I have responded twice to this, once on n6/15 and again today.We have spoken to *********************************** and we are sending him a check for this delay from Lazboy.Thank you, *********************
Customer response
06/26/2023
This response is incomplete. They have advised me they would send a check for a partial refund, but also that they would actually deliver and would not charge for delivery, but this current response does not include that. I have to know that they have promised to deliver!Business response
06/26/2023
This is the 3rd time i am responding to you on this complaint!! Lazboy received 2 defective batches of leather from the mill.Quality was not up to their standards so they have reordered it for the 3rd time.,This has caused a delay in making these chairs.I understand its a long time.We have spo9ken to ************************* about this delay and i have mailed him a check for discount due to delay.They were very happynwith this and their chairs will be here in early July.Thank youInitial Complaint
11/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 10-1-21 I contacted this business about a mattress I had purchased on 2-27-20 from them. I told them the mattress was defective and would like it replaced. the manager, ************* sent a man to inspect my mattress, and determined that it was defective. I went to the store the next day to order my replacement. I tried to get the same mattress, but was told my mattress was no longer available. *** told me I had to pick a different model, and I would have to pay more for it. He stated that it was sealy mattress policy and his hands were tied. I ended up paying $ ****** more for a new mattress. I was told it would arrive in two weeks. A month later I called to find out where my mattress was, and *** got very rude with me. I finally received my mattress on 11-6-21. I think *** joys attitude was very unprofessional, and should have delivered my replacement mattress when promised.Business response
04/15/2022
Customer was allowed to reselect a new mattress.The original model he had had been discontinued with no availability as he had it for over a year which would be out of warranty.The reason for the delay in his receiving was because the mattress industry had a foam shortage among all the other delays due to the covid shut down.We have no control over those thingsAny time there is a warranty exchange/replacement the customer does have to pay the difference if the reselected model is a higher price.I apologize if he felt someone here was rude to him as we dont want that ever.We cannot issue a refund for this, and normally after a year he would have had to go through the mattress company but we took care of it at the store level as it is a faster and more convenient for the customer.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.