ComplaintsforLa-Z-Boy Furniture Galleries

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a La-Z-boy sofa, loveseat, and chair set. I was assured that it was made out of pet durable fabric. I took additional precautions and kept my furniture covered 24/7. I noticed a slight rip in one of the cushions and scheduled an appointment to get it fixed. I was charged $175 and told that someone would come to my house and fix this problem. It took several weeks for someone to come out, and by that time the problem was much worse. I was told that my sofa couldn't be fixed and was charged almost $500 for a replacement part plus another $25 additional fee in labor. I have tried to contact the company to complain and was told that this is an independently owned company. I tried to contact the manager twice, but he hasn't returned my calls. I'm very concerned because I have a whole set of furniture made with this inferior quality fabric. I am not happy with the product that I purchased. I thought La-Z-boy was a quality company that would stand by its product, but that doesn't appear to be the case. I am left with furniture that I paid a lot of money for and I am worried will be ruined.

  Business response

  05/10/2024

  Hello,

  This service was repaired and completed on 05/09/24. 

  Thank you,

  ****************** 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My reclining sofa was missing a bolt and the ply wood located in that area broke. Per their technician. Now they want me to pay all the labor charges to repair when it was manufacturer defect.

  Business response

  04/24/2024

  Hello,

  Unfortunately, this customer is out of their ****** warranty for labor. The unit has been in their home since 04/25/2022. Our Tech found that the cause was normal wear and tear. Parts are still covered under the warranty for parts. And the parts have been ordered and will ship directly to the customer. However, the labor is a 4 hour labor. If the customer would like to proceed labor fees do apply. 

  Best Regards,

  ****************** 

   

   

   

  Customer response

  04/24/2024

   
  Complaint: 21609735
  
  I am rejecting this response because:

  The technician confirmed there was a missing bolt. This was not normal wear and tear. This is manufacturer defect. The information provided by lazy boy is in-correct. 
  If there was no missing bolt in the broken area I would accept labor charges. The sofa was broken with in the year warranty but it took a while for technician to be scheduled. 
  
  Sincerely,
  
  ***********************

  Business response

  04/26/2024

  Hello, 

  This unit was delivered in 2022. There is no previous service history for this customer's unit. There are no refunds or exchanges on custom units. Parts are on order. And parts are under warrant to complete repairs. But unfortunately, the customer is out warranty for labor. If the customer wishes to proceed with repairs labor fees are due. 

  Best Regards,

  ****************** 

  Customer response

  04/26/2024

   
  Complaint: 21609735
  
  I am rejecting this response because:
  This damage is due to manufacturer defect. This is not normal where in tear. I have been in the furniture business myself for 15 years. Your tech came to my home and warned me that even though its manufacturer defect lazy boy will say its normal wear and tear. He then proceeded to tell me he can do the job on the side for $85 an hour and lazy boy charges $120 a hour. This reclining sofa is never used. We sit on our sectional we purchased from you. Your tech refused to give me anything in writing or share any reports. He also went on to say that he does not work on these sofas to much and was not sure what the issue was so recommended shop repair. The sofa broke in the spot the bolt was missing. If the sofa would have been manufactured correctly I am sure this damage would have never happen. I appreciate the parts but I don't appreciate being sold a sofa that is missing hardware and causes it to fail. I really thought lazy boy had the best furniture and customer service but I am so disappointed at the lack of communication and lack of support on an issue we did not create. This entire interaction has seemed so shady not  what I expected from Lazy boy. 
  Sincerely,
  
  ***********************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our chair arrived approximately five months after ordering. I had some shipping tape damage, so a technician was sent to repair. But it wasn't until a month later that we began to use the chair and noticed the sub-par workmanship. I completed a warranty request online as per ******** instructions. Photos were included and *** from ********, ** acknowledged the need for repair. Unfortunately over the next two months the contracted technician has canceled three times; the last of which I never received any explanation, just a no-show for four hours. At this point we are seeking a refund in full, or an exchange for a new chair.

  Business response

  05/06/2024

  Hello,

   

  This customers last service was on 04/18/24. The Technician went out to the customers home and the customer would not answer the door nor did they answer the phone calls. The Technician noted that the customer has a ring camera at the home as well. The customer was rescheduled for today 05/06/24 between 10am-2pm. Unfortunately, we have to complete the service. There are no refunds or exchanges. 

  Best Regards,

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

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order was placed on August 6, 2023, and paid in full. ******** was promised ( in writing ) with in 8 weeks. We are at 12 1/2 weeks and have not received. At 9 weeks we started calling, calls were never answered. We have been to the store a weekly since. After our latest visit, October 26 we asked for a refund were told they would look into the problem and would call us the following day. Again, no call. We called the store again and was told the salesperson (****** ) and manager were not in. We have not the item purchased and would like a refund.

  Business response

  11/02/2023

  Hello,

  After researching the customers information I see that their order was rewritten on 10/23/23 for the customer to reselect. The customer new ets date on their order is 11/27/23.

  Thank You,

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

  La-Z-Boy

  Customer response

  11/02/2023

   
  Complaint: 20809440
  
  I am rejecting this response because:

  the orginal order was placed and after calls to the store and visiting the store 3 times, they asked us to pick new material

  we wanted a refund they told us no. 
  we asked for the manager she was not available- was told she or someone would call us- no one ever did call us at all ******* the whole time we asked to be - until today when they received the complaint- now they are calling us and telling us they will give us a loner couch for the holidays. It is sad that it takes this to have them give us customer service and we should have not had to do this. We do not want the product any longer and even this one is not coming when told. A simple call and communication goes a long way and unfortunately they must not see it like that, with all the months that have gone by. For us to have to chase our purchase is not ok! This is so disrespectful to us as an older couple and not sure if they thought they could do this to us as we are older. We no longer want to do business with them
  
  Sincerely,
  
  *******************************

  Business response

  11/08/2023

  Hello,

  Unfortunately, I'm unable to authorize a refund. It looks like the customer has been working with the General Manager ***************And I see that the customer has re-selected a custom unit. Please have the customer contact the General Manager.

  Thank You,

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

   

   

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September of 2022, my wife and I started a relationship with ********* located at; ******************************************************************************. As we have historically purchased in stock items from other furniture stores, this was our first experience with *************** our multiple visits we were treated quite well and grew professional friendships with Comfort Specialist, **** and the Manager *************We ended up with a couch that we love. We also ordered (November 12 2022) a Reegan High leg Swivel. Order No. 8-225143 As expected, somewhere around February of 2023 the chair was delivered and except for an issue with crooked wilting on the chair, (sse pics below). It was beautiful! The fabric of the cushion was inline with the chair, and the fabric was just as it appeared on the swatch, but considering the money we paid for the chair, we conferred with ****** and **** over the phone decided to return the chair.****** at the time stated she would put a rush on correcting the wilting issue and we were satisfied. In April of 2023, I inquired about the chair. Although I was told they were still working on it, I asked ****** to look into it and get back to me. I had also personally visited the store and was told the same basic info. It was again stated they would get back to me.As of June 12, I had heard nothing. I called and talked to ******. I basically shared, this had been going a bit longer than should be reasonable and asked for some type of explanation. She did stated something about another cushion was made, but was unacceptable, I am not sure of the accuracy of that statement. She also stated that I could cancel the order, to which I kind of found upsetting in that with the personal experience of choosing the chair, fabric and purchase, it was something that was importance. Beyond the fact that I know I can cancel, and I have been paying for it since billing started, it felt as if she want the whole thing to go away. That is not the experience I was sold on as great as my previous experiences had been during the initial processes. It should also be shared that I felt as if a discount of some type should be considered. ****** stated she would inquire, and call me back We have continually tried to reach out with no attempts by the company to reach back. I was able to get through to someone in a warehouse around the beginning of Sept, 2023 who stated the chair was there waiting to be delivered.To this day (Oct 15, 2023) nothing has been done Below are copies of multiple emails mimicking the above statements to the ******** corporate trying to get some kind of reconciliation *** <**********************>To:<,<***************************> <,************************,*************************,****************************************** Tue, Aug 15 at 12:23 PM Hello,Can somebody please help?Below is an explanation of my predicament of a purchase of furniture from ******** starting in September of 2022. I have yet to have fulfilled on an order and have received no communication, unless I have initiated.I simply want the contractual obligation of ******** fulfilled, as would be expected of me.Please read and feel free to connect with me.Sincerely,*************************** ************ ----- Forwarded Message -----From: *** <**********************>To: ************************************** <**************************************>Cc: *************************** <**********************>; ************************************ <************************************>Sent: Sunday, July 9, 2023 at 09:35:23 PM PDT Subject: Furniture order unfulfilled Dear *******,I am writing this out of hope that you can assist. I am writing to you as the President of Retail. I have also cc'd *********************** thinking he might be able to help as the Chief Supply Chain Officer.In September of 2022, my wife and I started a relationship with ********* located at; ******************************************************************************. As we have historically purchased in stock items from other furniture stores, this was our first experience with *************** our multiple visits we were treated quite well and grew professional friendships with Comfort Specialist, **** and the Manager *************We ended up with a couch that we love. We also ordered (November 12 2022) a Reegan High leg Swivel. Order No. 8-225143 As expected, somewhere around February of 2023 the chair was delivered and except for an issue with crooked wilting on the chair, (sse pics below). It was beautiful! The fabric of the cushion was inline with the chair, and the fabric was just as it appeared on the swatch, but considering the money we paid for the chair, we conferred with ****** and **** over the phone decided to return the chair.****** at the time stated she would put a rush on correcting the wilting issue and we were satisfied. In April of 2023, I inquired about the chair. Although I was told they were still working on it, I asked ****** to look into it and get back to me. I had also personally visited the store and was told the same basic info. It was again stated they would get back to me.As of June 12, I had heard nothing. I called and talked to ******. I basically shared, this had been going a bit longer than should be reasonable and asked for some type of explanation. She did stated something about another cushion was made, but was unacceptable, I am not sure of the accuracy of that statement. She also stated that I could cancel the order, to which I kind of found upsetting in that with the personal experience of choosing the chair, fabric and purchase, it was something that was importance. Beyond the fact that I know I can cancel, and I have been paying for it since billing started, it felt as if she want the whole thing to go away. That is not the experience I was sold on as great as my previous experiences had been during the initial processes. It should also be shared that I felt as if a discount of some type should be considered. ****** stated she would inquire, but as of today, a month later, there has been no communication.Simply put, I want the chair, that my wife and I have been paying for but have not been able to enjoy. Yes, I do think some type of recompense would be nice. It is not an absolute, but would go a long way in correcting this issue.Thank you for you consideration,*************************** **************

  Business response

  10/18/2023

  Hello,

  Unfortunately, ******* is no longer the Store Manager. ******************************* the General Manager is now taken care of all customers service issues for this store. Please have the customer ******* at store 8 for further assistance.

  Thank You,

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

  La-Z-Boy

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently bought a couch set from ******** furniture, Galleries store in Pleasant Hill, California on March 31, 2023. I was charged a total of $4388.51 which is the most money I have ever spent on a couch, as I am a single mother on a fixed income. I went with a payment plan for half of the amount and then I paid with my credit card for the other half. I had high hopes, for ********, given their former reputation of high-quality furniture; however, not even six months into my purchase and I couldnt be more unsatisfied with the product! Its already falling apart and super uncomfortable. I noticed within two months after the couches arrived to my home that the cushions were starting to give out and become very soft. I called the store and even left a review, which is when I was contacted by a representative from their store because of my review. Given the amount I spent I figured I would erase the review and try to give the couch another few months, hoping maybe I just needed to adjust to them,but boy was I wrong!! Now, just a little under six months into my purchase, the stitchings are coming out, and the cushions are so squishy. This couch so so poor quality. This is nothing compared to the model I tested in the store! Since I have a three-year warranty, I decided to call the store to complain. So they had a technician come out to inspect and afterwards he said we would be receiving an email. Well, weeks went by and I hadnt heard anything, so I decided to give the Pleasant Hill store a call. I told them that the technician came, and I wanted to know what would happen next. The woman I spoke to said that I would have to pay a $75 fee for them to send a technician out to check my couches again. She didnt even acknowledge the fact that they already had someone out neglecting the whole purpose of that visit and was just demanding I pay that fee. My couches are in such bad shape that I just rather sit on the floor!! Please help, Im now in so much debt!!!!

  Business response

  09/25/2023

  Hello,

   

  After reviewing the customer service on 09/05/23 the Tech Report states the unit is built as designed and up to manufacture standards. Unfortunately, there are no refunds or exchanges after three days from delivery. If there are any new issues we can send a Technician out for inspection. However, service fees do apply. This customer does not have a 3 year service extended warranty on service. 

   

  Thank You,

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

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered furniture from Lazboy in August/September 2019 and paid over $7,000. One piece was completely broken on day of deliver, they had to come repair. Within a few months, a second piece broke and again had to be repaired. After about 4 months another piece broke as well as the motor and had to be repaired only to have the original piece that broke on day of delivery break AGAIN! I have been going back and forth with Lazboy furniture about these couches ask for something to be done since my furniture keeps breaking (seats/board breaking, motors breaking). After much back and forth and ME pursuing the Manager repeatedly without any resolution or help, I was finally able to get a "credit" to exchange furniture in January 2023. I picked out new furniture and was told 2-3 months. Again, constantly emailed and calling the manager without any return emails or return calls, finally able to find someone and received my new furniture today AUGUST 2023, 8 months after asking for the exchange. Unfortunately, furniture is wrong and now being told they cannot do anything because it is discontinued (which they never notified me in the 8 months they made me wait). I have been patient for over 2 years and the manager just belittles me, avoids my calls and emails. At this point I want a refund because $7,000 is a large amount of money to have such horrible service and furniture!

  Business response

  08/15/2023

  Hello,

  Unfortunately, the customer lives in a rural community an hour away from ***********. We have them scheduled for Tuesday 08/22/23.We have been working to appease them for a while now. We are making every effort to accommodate and meet the August 22nd delivery that was agreed upon.

  Thank you,

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

  La-Z-Boy

   

   

  Customer response

  08/23/2023

   
  Complaint: 20469370
  
  I am rejecting this response because: delivering the furniture is not the only issue. I have been battling this for a few years and have tried to communicate with the manager ***** without receiving any responses to my multiple emails. Furniture was delivered on August 14, 2023 only to receive the wrong furniture and then told it is discontinued after trying to get information from ***** and Lazboy for 8 months!!! I then filed a complaint because I am constantly being avoided and no resolution. After filing with the BBB I received a call the next day to issue a refund. Here we are 4 days later and they are trying to only refund me what I paid with cash and not to the total that was financed and AlREADY paid off over a year ago! Called to ask again and was talked over and cut off when trying to get an answer only to be told AGAIN I am emailing our fianance **** and will let you know this is all I am told every time there is an issue! 
  
  Sincerely,
  
  *******************************

  Business response

  08/23/2023

  Hello,

  I, myself just emailed the store manager and the finance department to contact the customer to resolve the issue.

  Thank You,

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

  La-Z-Boy

   

   

  Customer response

  08/25/2023

   
  Complaint: 20469370
  
  I am rejecting this response because: I am still waiting on a refund. Being told that since I financed this Lazboy cannot personally refund and ************** (Lazboy's Credit Card0 has to refund me and the remaining that I had paid with my **** Check Card, which I let them know I no longer have that account, they are saying they still have to credit it back to my bank and my bank has to refund me. What confuses me is that I paid off the Lazboy Credit Card almost 2 years ago, which that money went to Lazboy yet they are saying they cannot refund me? Here we are now a week since they picked up my furniture and I am still waiting on a refund!!  None of this makes sense to me as all funds and finances were paid to Lazboy but they cannot refund me my money? This has been a 3 year battle and still no resolution with results only "We are working on it".
  
  Sincerely,
  
  *******************************

  Business response

  08/28/2023

  Hello,

  The finance company will resolve the issue. Please contact then to find out how long the process takes.

  Thank You,

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

   

• Initial Complaint

  08/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order: 2/26/2023 Original cost: $2,413.45 Later additional cost $139.40, 7/26/2023.Ordered 2 couches with a Presidents Day sale. Told we could get the couches without the sleeper/pullout. When we reviewed the order with our sales associate *******************, it said ***** queen sleep sofa. Told by her and another associates that it was just what the couch was called and didnt mean it had the sleeper in it. When the couches arrived, they had sleepers in both, not what we ordered. Caller the store. The Manager, ****, said we could do a reorder with an additional cost and lower grade material. Made the order as if it were our fault. You could tell from the price we paid that we werent supposed to have the sleeper in them. Even the manager **** made a comment on the phone to us that we received a deal. Told him **** had told us the order wouldnt have sleepers even when we asked. He said **** didnt work there anymore, so he couldnt verify with her. We wanted what we had ordered and not the upgrade with the sleepers. Paid the additional fees to get the couches reordered and what we actually wanted. We did have to barter that down even and ended up having to get a lower grade material than what we originally had ordered. Delivery date was set for 8/8/2023 from 3:00pm-6:00pm for the reordered couches. The delivery truck was early. We were gone for other appointments and duties we have. Didnt get notified that they werent going to wait for the scheduled time of delivery. They called my husbands cell phone who cant have it on him at work. Didnt have proof that they even stopped at the house. They didnt leave a note to prove they even tried a delivery. We were informed that they passed us up since my husband didnt answer his phone even though we confirmed the night before that we would be home at the schedule time. Now we have to wait weeks longer to get the couches when they it is convenient to them for delivery. Still have nothing after over 5 months of waiting.

  Business response

  08/18/2023

  Hello,
  Unfortunately, the customer lives in a rural community an hour away from ***********. We have them scheduled for Tuesday 08/22/23.We have been working to appease them for a while now. We are making every effort to accommodate and meet the August 22nd delivery that was agreed upon.
  Thank you,
  ******************
  La-Z-Boy
  

  Customer response

  08/19/2023

   
  Complaint: 20443660
  
  I am rejecting this response because:
  
  This response from La-z-boy of *********** fails to address any of my complaints against them. I will summarize my complaints again:

  1) their sales associate did not understand their ordering system and ordered us the wrong couches, insisting that they were ordered right when questioned.

  2) they refused to accept responsibility for their sales associates error, and made us re-order the couches at an increased non-sale cost.

  3) the delivery time, as shown in the provided emails, was agreed to be between 3-6pm on 8/8/23. We were at the home at the agreed-upon time and the delivery truck never arrived. We the customer paid for the delivery, and they did not meet us at the previously agreed-upon time.

  Sincerely,
  
  *********************************

  Business response

  08/22/2023

  Hello,

  My apologies, I do see the delivery is set for today and is confirmed. 

  Best Regards,

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

   

   

  Customer response

  08/23/2023

   
  Complaint: 20443660
  
  I am rejecting this response because:
  
  my complaint is not contingent on the delivery of the couches I re-ordered. I received them yesterday and they were in good condition. My complaints, which I have laid out clearly and provided an abundance of documentation for, have not been addressed and I will not accept any response from the business until my complaints are addressed.

  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of purchase: 9/20/15. Item(s): ******* Low Profile Recliner (QTY 2). Purchase Price: $977.48 (each). Warranty: Frames and wood bases-Lifetime of unit. Issue: In mid-may 2023, we sought warranty repair for our two special order recliners. One of the recliners had a loud crack and the wood frame on the front of the recliner broke(wood) at the joint/point of attachment. The second recliner has a loose arm/side. Our original store in West ********** closed last year and we approached another local store on ********. in ********** for warranty information. We were advised to contact the new company owner at *************. This is the ******** customer service number for ************ and central valley. On June 13, 2023, I attempted to contat ******** at that number and after several minutes of waiting in the queue for a representative, I was disconnected. I redialed and reentered the queue again and could only leave a message without any live representative availability. I also went online and filed a request for service on the ******** website on that same day. The automated message on the customer service line indicated that I would get a callback within 24 hours. To date, I have had no callback or interaction with ********. I attempted to call the phone number again today and again, could only leave a message. Since the phone number provided is in the (408) area code, I decided to file the complaint in this area.Remedy: To this point, we were only seeking to have repair of our recliners citing the lifetime warranty clearly indicated on the warranty information cards. However, in the event that the warranty claim cannot be addressed or ******** is unable to honor the warranty, we would seek restitution or replacement.

  Business response

  06/21/2023

  Hello,

  This customer is out of warranty for service. However, we can service the customer. Inspection and labor fees do apply. Inspection is covered for the first 3 months from delivery date. Labor warranty is covered for one year from delivery date. Mechanisms, Spring and Frame parts are covered for Lifetime. Electrical parts are covered for 3 years and fabric and cushioning is covered for 1 year from delivery date. Inspection is $75 and labor fees are $125 per hour. We will contact the customer to see what issues they are having. 

   

  Best Regards,

  *******
  

  La-Z-Boy

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a sectional reclining couch in May of 2022. When I purchased the couch, we were told the only cushion available to us was a standard cushion and that it was firm. I have back issues, and I needed something that wouldn't be too soft. We were replacing a couch that we had for 7 years, and the #1 reason is that the cushions were too soft. When the couch arrived in November 2022, we didn't get a chance to really explore the couch. We had holiday travels and lots of activities. We also left the country. When we were back in January, we noticed that the couch was very soft, and when sitting, you sink very low. To sit on the couch, you have to bring in extra cushions or pillows to sit on. In early February, we knew this couch was not right. After calling a few times with no callbacks, I drove out to the store location. I spoke to the newly promoted manager *********************** who informed me that the person who sold me the couch was no longer there. He shared with me that she had a history of not being thorough and apologized that we weren't offered other cushions that were available at the time of purchase. After several attempts, ***** finally got a person to come look at our couch. The technician said that he could see our complaint, he shared that this was standard for ********** standard cushion, but he would submit in paperwork. That was on 3/13/23. After repeated phone calls and repeated conversations with ********, who was trying to help us since ***** wouldn't call back. She kept forgetting. Every conversation, I had to start over until she would say, "Oh.. I see". Finally, ***** called back and shared his District managers were not going to help us. I offered to pay the difference for the upgraded cushions, and I was told no. I have a $10K couch that is brand new and can't be used. I have other couches from them, those are fine. I'm a repeat buyer, and they told me they don't care. In the pictures, you can see you sink at least 4".

  Business response

  04/18/2023

  Hello,

  Unfortunately, these are custom units. There are no refunds or exchanges on custom units. There are no upgrades or downgrade options. The sectional is built up to ******** standards. 

  Thank you,

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

  ********

  Customer response

  04/18/2023

   
  Complaint: 19942590
  
  I am rejecting this response because: the couch sinks down quite a bit when you sit on it. The cushions are not adequate and we were told the cushions would be firm. In looking at our order paperwork, no where on the paperwork does it say standard cushions. It's written in LazyBoy code and no where do they share that their couch cushions would sink several inches. We were very clear with their sale person on what we needed and why. It's unclear why they can't work with us to remedy the couch issue.
  
  Sincerely,
  
  **********************

*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. ↩