Complaints

This profile includes complaints for La-Z-Boy Furniture Galleries (Regional for Florida)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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La-Z-Boy Furniture Galleries (Regional for Florida) has 9 locations, listed below.

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  La-Z-Boy Furniture Galleries (Regional for Florida)

  1820 N Crystal Lake Dr Lakeland, FL 33801-5905

• 

  La-Z-Boy Furniture Galleries

  8005 N Dale Mabry Hwy Tampa, FL 33614-3223

• 

  La-Z-Boy Furniture Galleries

  5808 US Highway 19 New Port Richey, FL 34652-2936

• 

  La-Z-Boy Furniture Galleries

  9935 E Adamo Dr Tampa, FL 33619-2617

• 

  La-Z-Boy Furniture Galleries

  25960 Sierra Center Blvd Lutz, FL 33559

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.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Date of Transaction: January 25, 2025 Amount Paid to the Business: $11,410.55 What the Business Committed to provide: A 9-piece leather sectional that is reliable and built with high quality.Nature of the Dispute: ******** Corporate and ******** ****** Chapel (franchise) have been unable and/or unwilling to address the root cause of their quality problems at the factory level. As a result, products of inferior quality and performance keep being assembled and delivered over and over to my home without corrections. Specifically, the ******** Armless Chair (M44521 LB152078 FN 000; ID ***********************. The factory keeps pushing blame to the franchise store rather than address problems at the factory level, which is where the problems originate. ******** ****** Chapel has made some attempts to resolve the problem using their service department, but because the problems originate at the factory level; service cant deliver a product that is considered new. That is, since the product must be significantly modified in the field, which jeopardizes the chair's structural integrity. This problem has been on-going for over two (2) months.The base rail brackets on the bottom of the Armless Chair are not being installed squarely in the correct fore/aft position to allow for other sectional pieces to connect to it. The bolt spacing and bracket spacing fore/aft on almost every piece of sectional furniture (except the Armless Chair) is approximately 22, whereas the bolts and brackets on the Armless Chair are measuring approximately ***** to *****. As a result, none of the sectional pieces will correctly connect with the Armless Chair. If the bolt in back is connected to the bracket at a mated piece, the bolt in front ends up being about 1 shy of being able to slide into the vertical bracket on the mated piece.

  Business Response

  Date: 06/05/2025

  We appreciate the opportunity to respond to Mr. ******* complaint and acknowledge the concerns he experienced with the alignment and bracket spacing of the armless chair component within his 9-piece leather sectional.
  After reviewing the issue in detail, we were able to offer a solution that addressed both the aesthetic alignment and functionality concerns. We replaced the non-reclining armless middle piece with a reclining armless unitan upgraded component that successfully resolved the alignment issue. This upgraded piece was provided free of charge as a goodwill resolution to ensure the sectional met Mr. ******* expectations both in appearance and structure.
  We are pleased to report that Mr. ****** was satisfied with this resolution.
  We regret the frustration caused during the process and appreciate the feedback, which helps us improve coordination between factory specifications and in-home assembly.

• Initial Complaint

  Date:04/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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 ordered very expensive recliner ($3200) on the 30th March ********************************************************* it'd be delivered in around 2 weeks 14th April 2025.I had no emails or contact from anyone regarding shipping so I called the store. Another associate said it's looking like mid May until the item is delivered, but this could change. I asked my sales associate to contact me to tell me of my options as this is not acceptable, no contact.I had to spend $400 and buy a recliner on ******.

  Business Response

  Date: 05/19/2025

  Thank you for allowing us the opportunity to respond to the complaint
  submitted by Oliver Cozzi regarding their recliner order placed on March 30,
  2025.
  The recliner ordered was a custom-built La-Z-Boy piece, with
  specific power selections that did not come standard or in stock. At the time
  of sale, the customer was informed of the lead time for custom orders, which is
  approximately 6–8 weeks. While a stock item could have been delivered in
  roughly two weeks, custom orders are made to specification and require
  additional production time.
  Our Store Manager confirmed that the selling associate spoke directly
  with the customer to explain the distinction between a stock chair and a custom
  order. As of now, the recliner is in stock at our distribution center and
  ready for delivery.
  However, we are currently unable to deliver the product due to a credit
  card dispute initiated by the customer. The dispute has removed the funds
  from our account, and until the full sale amount is restored, we are unable to
  proceed with delivery.
  We respectfully request one of the following actions to move forward:
  Full payment of the recliner to reinstate the
  sale and schedule delivery immediately.
  Signed letter of acceptance to
  dismiss the credit card dispute, allowing the refund process to reverse and for funding to be
  returned. Please note this option will delay delivery until the funds are
  re-released by the credit card company, which can take additional time
  depending on the provider.
  We ask that the customer please contact our Store Manager,
  with their selection of one of the options above so we can proceed accordingly.
  Thank you, La-Z-Boy Customer Support

  Customer Answer

  Date: 05/19/2025

   
  
  Complaint: 23229788
  
  
  
  I am rejecting this response because:

  This is 100% incorrect, I was told nothing more than "It will take around 2 weeks". I have a witness attest to this and I also have a paid invoice of an alternative recliner I had to purchase because my situation was time sensitive. I would never of continued with the purchase if I know it would take one month, let alone multiple.

  I am not paying another 3.2k for the recliner. The credit card dispute will fall off when the chair is delivered, that's how this works and Capital One is mediating this, there is no trust required from either party..
  
  You can deliver the product as originally agreed to tomorrow or sell it to someone else. I am not paying for it twice and "hoping" this corrupt company does the right thing and manual refunds me, I will never agree to that based on the way this company has treated me to date.
  

  
  Sincerely,
  
  
  
  Oliver Cozzi

  Business Response

  Date: 05/22/2025

  We appreciate the opportunity to respond to Mr. Cozzi’s continued concerns and want to acknowledge the frustration he has experienced throughout this process. We understand that this situation has caused inconvenience, particularly given the time-sensitive nature of his need and the expectations he had at the time of purchase.
  While our records reflect that a standard timeline was discussed for a custom order, we understand there was a clear misalignment in expectations, and we regret that this led to such dissatisfaction. We do not take lightly the trust customers place in us, and it is always our goal to provide clear communication and timely service.
  In light of the circumstances, we have voided the sale in our system and accepted the chargeback dispute submitted through his credit card company. The transaction has been canceled, and the funds will be returned to Mr. Cozzi’s card by the credit card issuer, per their standard procedures.
  We are grateful for the opportunity to address this complaint and hope that, in time, Mr. Cozzi may reconsider his view of our company and the values we strive to represent.

  Customer Answer

  Date: 05/29/2025

   
  
  Complaint: 23229788
  
  
  
  I am rejecting this response because:

  I will accept the reply when the desired outcome is achieved and I receive the settled refund.
  
  
  
  Sincerely,
  
  
  
  Oliver Cozzi

  Business Response

  Date: 06/16/2025

  We are pleased to confirm that this matter has been resolved with the customer. We have accepted the chargeback dispute, and the customer's funds have been returned through their financial institution. In addition, the recliner order has been cancelled and voided in our system.
  We thank the customer for their patience throughout this process and appreciate the opportunity to bring the matter to a close.

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 a **** from the store in April of 2024. I was told at that time that the fabric we ordered would be safe from dogs clawing at it and would not tear. Fast track to Feb of 2025, there is a tear in the seat of the fabric and keeps getting worse. I contacted the people and they stated that no fabric is resistant to tearing & that there is nothing for that. From there, we asked for a warranty fix, which they agreed on, but then dropped the ball on when they can do it. I am asking that they come and get the sofa & refund the fill amount back to us as the product sold to us was not in the scope of what we thought we were buying.

  Business Response

  Date: 05/27/2025

  We appreciate the opportunity to respond to Mr. ****** and are sorry to hear about their disappointment with their recent furniture purchase.
  The sofa was purchased with a Pet-Friendly fabric, which offers enhanced durability. As outlined on the official ******** website:
  "While ********s Pet-Friendly Fabrics provide enhanced protection against common pet-related wear and tear, no fabric is entirely pet-proof.These fabrics are designed to be more durable, scratch-resistant, and easy to clean, but they are not indestructible."
  We apologize if this information was misunderstood at the time of sale. Our associates are trained to accurately describe the scope of Pet-Friendly fabric qualities, which are intended to be more resistantnot tear-proof.
  Although damage from pet interaction is not covered under the manufacturers warranty, we want to see if theres any way we may be able to assist. We kindly ask the customer to send clear photos of the area in question to our Service Manager at ************************************************** weve reviewed the images, we can assess the situation and determine if any support can be offered.
  We value our customers and are committed to exploring every reasonable opportunity to help.

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Were having an issue with our new Lazy-Boy furniture. We purchased a new couch and love seat back on 9/2/2024. A short while after receiving the furniture, we notice a hole forming where our butts rest. My seat on the couch is so bad that after sitting for a short while, I have a terrible back pain when I get up and have trouble walking. I reported this to Lazy-Boy and they sent a repair person to investigate the problem. It appears the issue was serious enough that he told me we would be getting a new couch and love seat and that we should be hearing from Lazy-Boy soon. Since I never heard back from them, I called the (New Port ******* store to get an update. I was told they knew nothing about our problem and that they would call the service department and get back to me. Days went by and I got no call back. I called the store again as I got no response from the service department after leaving multiple voice messages. I was once again told the store manager wasnt in and that he will contact the service department and get back to me. Again, no one contacted ***** this point I called the corporate number hoping to get better results, I should have known better. I spoke with a young lady who told me the service person did send some pictures to the service department but no explanation of what was wrong with our furniture. She also told me my info was sitting in a stack of other complaints also missing any explanations and that she would be contacting the repair person for clarification. I asked her why this sat on her desk for so long but she offered no excuse.Its been a week now since I spoke with corporate and still no one has gotten back to me. I am concerned that if we arent getting any help with this furniture being only a few months old, I cant imagine getting ANY help in the future when the furniture gets older. So at his point with the lack of support from Lazy-Boy, I dont want the furniture replaced, I would like my money back..

  Business Response

  Date: 05/22/2025

  We appreciate the opportunity to respond to the complaint regarding  Mr. ********* recent experience with us.
  We want to sincerely apologize for the inconvenience and frustration this situation caused. We understand how disappointing it must have been to experience issues with new furniture so soon after purchase, and we recognize that the communication gaps throughout the process added to the stress.
  While this is not reflective of the level of service we aim to provide, we are pleased to confirm that the matter has now been resolved. The furniture was picked up, and the customer has been fully refunded.
  We regret that the situation led to such a negative experience, and we truly appreciate the customers patience while we worked toward a resolution. We are grateful for the opportunity to address this matter and will continue working to improve our service and responsiveness moving forward.
  

• Initial Complaint

  Date:12/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 9/22/24 we ordered a brand new 9 pc sectional and was told it would take 8-10 weeks for delivery with 2 of the pieces on back order for delivery in Dec. On Nov 12, 7 pieces were delivered including 2 storage consoles that are defective. One the top cover was crocked and the other the hardware that connects the pieces is crocked or bent, so badly the installer could not get the pieces connected. We sent pictures to our sales person and asked that they replace them with brand new ones and we would gladly wait until the other pieces arrive for the replacement. On Nov 20, a service technician delivered 1 console, that is not brand new, clearly has wear that also has bent hardware and stated he could fix the other piece and did nothing but finagle it together causing the huge gap. I reported my dissatisfaction to the service technician and he arrogantly left. I once again emailed my sales person with pictures to which the service manager ***** responded with a phone call telling me that the pieces of furniture I have are to ******** standards and that are not willing to replace them but will repair them. I explained that was unacceptable that I paid 15k for new furniture not repaired furniture. I didn't buy *************** I then emailed my sales person again and with no response paid a visit back to the store where I met ****** the store manager explained my situation and she told me there was nothing they could do. So I emailed my sales person requesting a return and complete refund to which I got no response but do have a missed call from yesterday Nov 30, so today Dec 1, I visited the store once again to find that the missed call was from ***** in service. I asked were they going to replace my consoles with new and was told no, I asked to return the furniture and was told they couldn't do that. So I told them I would take it further and here we are. I have subpar furniture and I am out 15k. Hoping you all can help since they couldn't give me corp contact.

  Business Response

  Date: 05/22/2025

  Thank you for the opportunity to respond to this complaint. We want to acknowledge the frustration this customer experienced and sincerely apologize for the inconvenience caused by the initial delivery and condition of the consoles.
  We understand how important it is to receive new, high-quality furniture as expected, and we regret that the initial service experience did not reflect the standards we strive to uphold. After further review and follow-up, new replacement consoles were reordered and successfully delivered on February 10, 2025.
  According to our notes, the customer confirmed satisfaction with the resolution at the time of final delivery. Were pleased we could resolve the issue and appreciate the opportunity to make things right.
  We value the customers business and feedback, and we remain committed to improving our service and communication moving forward.

  Customer Answer

  Date: 05/22/2025

   
  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. However I want to warn other consumers to do their homework and research, the quality is not there, the service is not there and the price does not justify the end result. I will never purchase from ******** again. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased 2 recliners from ******** **** ***** in ***** on July 2016. One recliner broke so we opened a service request 10/16/2024. After receiving no call for days, my husband called the store and was referred to the service ***** He received a call a few days later from ******* who asked for a credit card # as there would be a service charge. He was not comfortable giving a cc# before service so advised he would call her back. After we discussed, we decided to call back to give the info she needed so we could get service. 2 messages were left with no response. I then reached out to ******** via social media 10/29/24 and was asked to provide some additional info via email from ********, Escalation Specialist out of the Michigan office. Info was provided with one exception. I was asked to provide the **** but the recliner does not have an **** on any attached labels. I was told several times the info was forwarded to the service depart mgr. Still no calls received to get our issue resolved. I finally called the store again on 11/12 and spoke with store mgr, ***** ****** who said he would call the service ***** I received a call from ******* shortly after and provided our cc#. Our card was charged $199. She advised they would send a service tech to take a look. The service tech, *** came on 11/18/24. He validated there was no **** on the recliner but determined clips were needed as 3 of the 4 clips that hold the springs to the back had popped off. He advised he would have ******* order them. On 11/27/24, I called ******* to find out how long it was going to take for the parts to come in. She proceeded to tell me she could not order the parts without the ****. Why were we told the clips would be ordered but they are not ordered? No call to tell us the parts would not be ordered! It is not our problem that the recliner does not have an ****. The recliner has a lifetime warranty on the springs and they need to be fixed! We just want this company to honor the warranty!

• Initial Complaint

  Date:09/24/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  June 14, 2024 I ordered a rocker recliner, I was told that it would be 8 to 10 weeks to be made and delivered. I received a call the sales person September 7, 2024 informing me that the chair would be at their facility and the first delivery date was September 18, 2024. The chair was delivered on September 18, 2024, the mechanics of the chair worked great. After the delivery people left I noticed something off, there was puckering around the seat seams towards the front of the chair. I sent a picture to a friend and she agreed that didn't seem right. On closer examination I noticed that the stitches were showing on one of the seams on the seat. When I called the store I was told to contact the service department. I called the service department but the only way to contact them was through their website. I sent a message and attached pictures. The service department response was that it was normal. I responded to that email that they response was not acceptable. And sent more pictures showing the puckering and stitch. They just said I should go into the store to see the floor samples and to talk to the manager or sales person. I called the store asking to talk to the manager, we emailed back and forth, I wasn't able to send all three pictures on one email so just one picture got to the manager, he said he agreed with the service department and all this was normal and I should come in and see the floor samples of this chair. The store is not close to where I live. Monday I was in the area so I stopped by and looked at 5 different chairs that is the same model of chair, ***** rocker recliner, different materials but I saw a recliner that did have a little puckering but not as dramatic as the puckering on the chair that was delivered tomy home, all had clean seams not showing any stitches like my chair does. The manager kept saying it's the material but I asked why was this material was listed than for the style of chair I ordered.

  Business Response

  Date: 10/22/2024

  At *********** value the opportunity to address our customers concerns. We consider customer service to be a cornerstone of our business and are committed to ensuring that all our customers issues are promptly and effectively addressed.

  We have come to an agreement with the customer to exchange her recliner. The exchange was made on October 18th, 2024. The customer is satisfied with the solution.

  We thank the customer for allowing us to address their concerns. If they have any additional questions or concerns, we ask that they please reach out to the showroom for assistance. 

  Customer Answer

  Date: 10/22/2024

  On October 18, 2024 a new recliner was delivered in exchange for the manufactured defect recliner.  Their customer  service has much to be desired  but finally after my complaint to BBB and putting a discrepancy on the credit card to pay for the recliner.

  I am help with the new recliner so this will finish my complaint. 

   

  Thanks for your help.

   

  Ceceilia 

  Customer Answer

  Date: 10/30/2024

   
  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.  On October 18, 2024 a new recliner was delivered in exchange for the manufactured defect recliner.  Their customer  service has much to be desired  but finally after my complaint to BBB and putting a discrepancy on the credit card to pay for the recliner.
  
  I am help with the new recliner so this will finish my complaint. 
  
   
  
  Thanks for your help.
  
   
  
  Ceceilia 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:09/11/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 have a signed document showing the refund amount of $1,701.70 we were owed from ******** after returning a defective recliner after they deducted the restocking fee. However, we only received $1,624.64. They shorted us $77.06.

  Customer Answer

  Date: 09/12/2024

  Please see the credit received on August 30, 2024.  The original attachment cut off the information so I'm just sending you a copy of all my current charges showing the 8/30/24 credit that was short.

  Business Response

  Date: 09/30/2024

  At ********,we value the opportunity to address our customers concerns. We consider customer service to be a cornerstone of our business and are committed to ensuring that all our customers issues are promptly and effectively addressed.
  We agreed to return the recliner delivered on 8/15/2024, less a $200 restocking fee agreed on by the customer per the sales notes at the bottom of the signed refund agreement. The actual amount owed to the customer in this instance would be $1501.70; the $1701.70 shown on the bottom of the receipt less the $200 restocking fee. The $1701.70 total comes from the total payments less the cost of the accessory that was purchased and the non-refundable delivery fee of $80.00 ($80.00 + $42.95 = $122.94) ($1824.64 [total payments] - $122.94 [accessory and delivery fee cost] = $1701.70)
  When refunding the return amount the manager inadvertently missed that there was an accessory that was purchased and taken home with the customer, totaling $42.95, including tax and did not discount this from the return fee of $200. Therefore, the actual restocking fee came to $157.05.
  The refunded amount includes the total cost of the recliner at $1781.69 ($1824.64 - $42.95 = $1781.69) less the misappropriated restocking fee of $157.05 for a total of $1624.64 ($1781.69 - $157.05 = $1624.64).
  In this instance, the customer has actually profited the cost of the accessory and the cost of the non-refundable delivery fee from the managers error.
  We thank the customer for allowing us to address their concerns. If they have any additional questions or concerns, we ask that they please reach out to the showroom for assistance. 

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22271380
  
  I am rejecting this response because:  Convoluted excuses do not override the signed refund agreement attached.  

  Please refer to the attached signed agreement showing they agreed to refund $1,701.70.  Since I only received $1,624.64, I am still owed $77.06.
  Please have this refund processed at your earliest convenience.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Im writing out of frustration, after getting nowhere in our attempts with *** customer care to resolve our ******************** issues.Back on October 28, 2023, we worked with the team at *************** and purchased a very expensive set for our family room. Two, powered Lennon love seats with custom upholstery. Nearly $7,000 in furniture.We were assured that any issues would be resolved to our complete **************** were here, just 8 months later, with one loveseat that we dont even want to USE because the creaking noise is so bad when anyone sits in it and reclines. It does it again when the seat goes back to upright.We contacted service and they came out on 6/6 to troubleshoot the issue. The tech was rude, dismissive, and just kept telling us, Dont worry about it. Its because theyre new.We called the store customer care number several times (6/20 and 6/27) and left messages. None were returned.After these amazing experiences, we reached out to the store manager directly. He apologized via email and assured us that the service tech would fix the problem. The same rude service tech came back out on 8/15, replaced the springs, and actually laughed at my husband for making a big deal out of this issue. The new springs did nothing and the noise persists to this day.We followed up via email with the store manager on 8/20 and 8/23. We have still not received any reply to these emails.I can say this unequivocally. This is NOT the ******** experience weve heard people rave about.

  Business Response

  Date: 10/11/2024

  At *********** value the opportunity to address our customers concerns. We consider customer service to be a cornerstone of our business and are committed to ensuring that all our customers issues are promptly and effectively addressed.

  We deeply apologize for the inconvenience and frustration youve encountered during this process. We are committed to providing quality furniture and excellent customer service, and its clear that we have fallen short in addressing your concerns.

  Weve taken your feedback seriously and have worked closely with our team to resolve the issue. After hearing about your concerns with the loveseat, we have since sent out a different service technician who was able to address the creaking noise to your satisfaction. We understand how important it is to feel comfortable and confident with your furniture, especially after making such an investment, and we are truly sorry for the delays and communication issues you experienced along the way. Thank you for allowing the opportunity to make this situation right. If you have any additional questions or concerns, we ask that they please reach out to the showroom for assistance. 

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My wife and I ordered a sectional, a recliner (special order), a 9x 13 rug, and a runner rug. We were assisted by their designer (*******) and the salesman (*****). We purchased the rugs to match the other pieces we bought but had concerns about our home being too dark for the rugs but *************** told us that if we noticed any discrepancies with the rugs then we had 3 days after delivery to notify them and we would be able to return or exchange the rugs. My wife was correct when we received the rugs and they were too dark. I notified the store and spoke with ***** within 72 hours and he said they would not accept a return and he would need to get manager approval for an exchange. ***** then explained that I would need to take photos of my house with the rugs in place for them to determine if the rugs are too dark for our house. I sent ******* an email that was never responded to, but it was in order to explain that I am not taking a photo of our house with rugs in place because that would say, one that my wife cant design her house correctly, and two that we would possibly negate the exchange because now the rug would have to be opened. ***** called on August 17th to say that he was still working with the manager for a resolution. So, we decided to visit the store on August 22nd and ***** said he had just received an email, (irony), from his manager and it was bad news. He said because the rug was a special order, they would not accept it as a return or exchange. In hindsight, we were very hesitant about the rugs but trusted the designers opinion and trusted the information we were told. We never knew a 9x 13 rug was a special order. I believe if there was honesty up front about rugs and the sale of these rugs, my wife and I would not have purchased them. This practice is very shady and deceptive by not having a policy explaining rugs and other accessories on the sales receipt. We trusted these people and they sold us on a policy that doesnt exist.

  Business Response

  Date: 10/11/2024

  At ********,we value the opportunity to address our customers concerns. We consider customer service to be a cornerstone of our business and are committed to ensuring that all our customers issues are promptly and effectively addressed.
  We apologize for any confusion about our policies. The customer viewed the 5x8 version of the rug in our showroom and custom ordered the 9x13 size. Since this rug was custom-produced at the client's request, specifications, and signature, exchanges or returns are typically not accepted.
  That said, we value your business and want to ensure you're satisfied with your purchase. We would like to offer you a discount on the purchase as a gesture of goodwill. Please reach out to us so we can assist you with the details.
  We thank the customer for allowing us to address their concerns. If they have any additional questions or concerns, we ask that they please reach out to the showroom for assistance. 

  Customer Answer

  Date: 10/11/2024

  I appreciate the response but have many different aspects to address. First, the rug was not a custom order because we talked to the actual regional ***resentative who distributes those rugs to Lazyboy. The *** we spoke to specifically stated the rug was not a custom order because it is offered as a choice to select from therefore the custom order is not true. Second, we were never told that the rugs were a special order and also ordered the 3x5 in the same style and was also told they would not accept that rug as a return as well. So which is it, a custom order or the order itself, or just the rugs that they say according to ***** that will only be resold at $99 because no one will buy it? I truly have to question what is considered customer service when it comes down to it. The sales ***s are quick to get that sale but not quick to get the return. Our order was delayed because WE had the patience to wait for your designer to get married so we could get a true idea of how things would work in our house. WE were patient enough to come back numerous times to make sure that the rugs would work for our small area and the darkness which WE explained. So, when customer service is expected, ******* failed. WE would expect a full return on the large carpet and rug pad and the rest we will accept and move on.