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Business Profile

Furniture Stores

La-Z-Boy Furniture Galleries

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

This profile includes complaints for La-Z-Boy Furniture Galleries's headquarters and its corporate-owned locations. To view all corporate locations, see

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La-Z-Boy Furniture Galleries has 7 locations, listed below.

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    Customer Complaints Summary

    • 20 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/06/2025

      Type:Service or Repair Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased a custom reclining sofa and chair from La z boy at ****************************** on 12/02/2024. The total purchase with delivery was $8601.07. The furniture was delivered in the early morning of 2/11/2025. We found some issues with the quality of the furniture which we ***orted to the store when they opened later that morning. We were told to send an email with photos to their store email address. We did. They responded by requesting more photos. We sent more photos. After those were sent they never responded to the email. On 2/15/2025 we called to ask why they had not responded. We were told they were too busy to check the email. They did not offer to respond or call us back. On 2/17/2025 we called their contracted service department (ServeCo). They opened a claim and scheduled a service *** appointment to come to our house on 2/28/2025. The service *** agreed with the issues we ***orted including the existence of a riser (or spacer) in the chair that made the chair unusually high off the ground. The *** was going to remove the riser then realized he did not have the correct bolts to put it back together. He told us he would file a ***ort. On 3/10/2025 we called service and found out he failed to submit a ***ort. They resolved that issue several days later and told us they would order parts for the furniture and ship those parts to us. At that time they told us La z boy's policy would not allow them to remove the riser because it would void the warranty. I explained that we owned another La z boy chair with the same features that did not have the riser. So we called the store several times between mid March and mid April and explained that if the riser could not be removed, then we wanted to return the chair. We were told we had the chair too long to return. Each time we called we were told they would escalate the issue and a manager would call us back. No one ever called us back. The store didn't respond to emails or a letter we sent to the manager.
    • Initial Complaint

      Date:02/24/2025

      Type:Delivery Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I Custom ordered a sleeper sofa that when it was delivered, it was not similar to the store sample, containing terrible sewing errors and defects. Ive sent photos of the obvious defects and gone by the store twice to get a remedy. Was contacted by a company to come to inspect. They didnt confirm dates and have not showed up. This sofa was paid in cash before delivery. Manager agreed with the defects, however, no remedy or refund.
    • Initial Complaint

      Date:01/02/2025

      Type:Delivery Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Product manufacture defects that the company isnt honoring replacement.
    • Initial Complaint

      Date:01/01/2025

      Type:Service or Repair Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 4, 2020, my husband and I purchased our second set of reclining, leather couch and loveseat from ******** on *********** in **********, **********. Our first set had lasted for approximately 15 years and we had been very happy with it, so we decided to purchase our replacement set from the same ******** store as the first set. Sometime in 2024, we noticed parts of our loveseat coming apart near the seams on the seats and on the armrest. There are also parts of the loveseat that look like a cat has scratched it, but we dont have animals in our house. Our couch doesnt have any problems at all, and we sit on that most but the lesser-used matching loveseat is not holding up. My husband reached out to ******** in early December, 2024, but they told us there was nothing we could do because our couch and loveseat had exceeded the one year warranty. My husband showed them pictures of the loveseat and they told him it was the part of the loveseat that was not genuine leather that was falling apart, but there was still nothing they could do about it because the one year warranty had expired. We paid several thousand dollars for the reclining, leather couch and loveseat set from ********, and we expected them to have the durability of the first set we purchased 15 years earlierand at least long enough to make it worth the amount of money we spent on the replacements. But they didnt. We would like ******** to replace the loveseat.
    • Initial Complaint

      Date:09/03/2024

      Type:Service or Repair Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ON 3/11/24 I purchased a new chair from Lazy Boy Furniture in ************. This chair was a bran new model and required it to be ordered so a down payment was made and the chair was received on about 4/29/24. Upon delivery, the chair had a defective phone charging station and I attempted to contact the store to make an appointment for ***airs. After considerable hassle of no return calls, I finally texted the sales *** and she made the appointment. Approx 2 weeks later, a ***air tech came out to make ***airs. Within 1 hour the charging station was not working. WE REPEATED THIS PROCESS 3 TIMES with no success. Through this process, the ***air *** was referring to every possible reason why it wasn't working other than to simply admit it was a defective design..... very insulting. This back and forth has been going since May and now Lazy Boy finally admits they have a defective product and instructed me to come in to pick out a new chair.. I was also informed the chair I had originally purchased was no longer available so a new model would be in order. Upon finding a chair that I liked, there was an approximate credit due to me of about $2,500 because I had purchased a much less expensive chair. Upon processing the new purchase, I was only then informed that ONLY A STORE CREDIT would be given for the $2,500 difference in purchase price. This is not acceptable..... I purchased a chair that was defective. They were not able to ***air or ***lace the chair that I had originally purchased and given their abhorrent business practices, I would never do business with them again!! Very simple..... They are welcome to their chair when I get a refund for the $3530.50 paid. Thank you!
    • Initial Complaint

      Date:08/29/2024

      Type:Delivery Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/18/24 purchased a recliner in the amount of $2,709,79, The chair was delivered with one of the parts missing on leg for balance. Received in mail; still not balanced. Repairman said this was normal. Couple days later called to report leather on arm with remote coming apart. Was told they would send a new arm. Called to check on when we could get it and was told it was on backorder until 5/22/24. Was never informed of this. Repairman came didn't have tools to cut hole for remote. Said he would come back in 2 days. Scheduled day, he called in late afternoon and said his truck broke down. Waited another week. Repairman ordered new arm. It was received in the mail. Called customer service again and scheduled repairman to come out. Date of appointment repairman had family emergency. Appointment was rescheduled. Arm we received in mail was wrong arm; it was for a rocker. He put on the damaged arm so we could sit in the chair. He ordered another arm for the 3rd time. I have called customer service numerous times and no one answers the phone. Called ******** store and asked for the store manager to call me back. Never received a call. Called the store again approximately a week ago to see if they could give me some answers. Sales associate said she would email ******** at customer service for status. Never received a call or email back. Called customer service again today and no one answers the phone. Left a message for a call back. I don't have a record of dates for most of this. I never thought I would need to do this. Today is August 29, 2024, and I still have not had my chair fixed, or received any communication from anyone from ********.
    • Initial Complaint

      Date:05/26/2024

      Type:Service or Repair Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On August 27, 2023 I purchased a motorized reclining chair at the LaZBoy location (********** or *************************) with the full amount paid to include all delivery and fees. The amount paid (copies provided) was a total of $2197.67 and expected delivery in October. The expected delivery as not met and delayed perpetually to November, January, February. Multiple points of communication to management by phone and in person was involved. Made requests to be contacted with updates but was never provided. Final communication with management stated there was uncertainty of when the chair would be made available and delivered. At this time after paying full amount of purchase and not receiving the merchandise, requested for refund. At the time of the purchase, I was 88 now I am 89 years old and have had a history of severe chronic back problems and being able to have a comfortable chair that meets my needs is imperative to maintaining comfort and quality of life in my home. I am very disappointed in the companies ability to provide the product as paid for, prolonged delays in expected chair delivery and poor communication following the purchase and through out.
    • Initial Complaint

      Date:05/14/2024

      Type:Product Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      [BBB Transcription via Attachment]

      The chair is a recliner that does not rock and that is what I wanted. It said "As is" so I asked the fellow what was wrong with it and he said "nothing" but take a look around it. Looked great so I asked if the inside was ok and he say "yes" I sat in it felt ok so i bought it he did not help me and walk with a cane at the moment. The chair arrived2 weeks later did not even plug it in eventually I got the management to send someone to help me. Anyway the chair is so uncomfortable you sink way down and it hurts my back and bottom evidently the person who returned it must have had same problem. It was made for someone else not. I put a pillow on the seat but does not help. I cannot use the chair and the salesman lied to me. 

      Business Response

      Date: 05/14/2024

      Dear BBB,

      We are sorry for any frustrations that this customer has encountered throughout their purchasing experience.

      The customers store of purchase, **********,**, 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 concerns.  

      Please note that all returns,exchanges, etc. must be done directly at the customer's retail location where they purchased the furniture as they are their customer and all financial transactions have been made through their location (which is not linked to our corporate offices).

      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,
      ******************
      E-Commerce Coordinator
      CM 865631

    • Initial Complaint

      Date:04/03/2024

      Type:Service or Repair Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A claim was submitted Jan 24, 2024. The warranty division concurred with the assessment of faulty workmanship (photos were provided) and scheduled a service call to attempt repair. Subsequently, the service call has had to be rescheduled three times (attached texts). I advised the warranty representative that the chair was probably not repairable, as the workmanship made the chair unusable; anyone who attempted to sit, slowly slide forward, as the chair was sloped and impossible to be comfortably seated. This was in great contrast to the showroom chair we tested and found very comfortable. The warranty department concurred and told me to contact the store of purchase. Unfortunately the manager at the Roseville Showroom made it very clear he would not take any action without the warranty process. I again contacted the warranty department who thought it was unfortunate the manager wouldn't provide service, but would complete their process. But after two cancelled service calls, I informed them future attempts would be best on ************ However, as indicated in texts, they have attempted scheduling service on Friday's, when I'm not available. The text does not allow a "unavailable" response, so they keep scheduling for days I'm unavailable. At this point, I'm seeking a refund or replace/exchange the chair.

      Business Response

      Date: 03/29/2024

      Hello,

      My Name is ************************* General Manager for the Cerritos California **************** store. This letter was sent to my location but the complaint was from a customer disputing with the Roseville la-z-boy location. I am responding because it is time sensitive. I have reached out to the managers at the roseville store and emailed them a copy of the complaint. 

      Business Response

      Date: 04/03/2024

      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. La-Z-Boy Incorporated 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.

      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,
      La-Z-Boy Incorporated,
      ******* R
      E-Commerce Coordinator
      CM 856988 
    • Initial Complaint

      Date:03/28/2024

      Type:Service or Repair Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased two ******** lift (electric) recliners online from ********, which were delivered in Feb. 2022. Then in Nov. 2023 the foot lift broke on one of the recliners. I immediately requested a repair from the nearest ******** store nearest me, per ********'s instructions. That store is in **************, **. They charged me $75 to have a repairman from a company called "FSN" (Furniture Solutions Network) come out and repair the chair. It took a long time for that to happen because FSN schedules out in advance a long time, but finally their repairman (***) came and said the motor to the foot lift was broken, and he would order a new one, through ******** in ******. It finally arrived at my home and I scheduled another repair visit from FSN through ********, per their instructions to me. They charged me another $125 for another service visit. More time passed and he (*** from FSN) finally came back and said that ******** had sent us the wrong part and it wouldn't work. They sent us a "lumbar actuator" (Part # **.000133.0001) rather than the "leg or foot actuator" (Part # **.000075.0001). So *** from FSN said he would immediately send ******** the request that they order the correct part (#**.00075.0001) last week on 3-13-23 and said we should call ******** (Rancho) in two days to confirm that they were ordering the correct part. We called on 3-15-23 and they said they had not received the "tech report" from FSN. I texted *** at FSN twice to ask about it but never got a response. We called two more times to ******** (Rancho) and they just keep telling us that FSN needs to upload their tech report still and they are late and not responding to ********. They refused to let us talk to the manager at ***************. Now we are stuck and nothing is progressing and they have given us very little hope that anything will progress further for our repair; it has been 4 months of trying to get this repaired, and $200 in what we were charged for nothing.

      Business Response

      Date: 03/21/2024

      Dear BBB,

      We are sorry for any frustrations that this customer has encountered throughout their service experience.

      The service department that the customer is going through is independently owned and operated. La-Z-Boy Incorporated 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.

      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,
      La-Z-Boy Incorporated,
      ******* R
      E-Commerce Coordinator
      CM 854224

      Customer Answer

      Date: 04/09/2024

      Dear Better Business Bureau,
       
      I wanted to give you an update on the ongoing process of trying to resolve my issue with *************** They did send me a new part, but again it was the wrong part number, and they need to try again to send me the correct one.  I wrote to them last week about it, and am attaching a copy of that letter here.  
       
      Thank you for all your help,
      *****************************

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