ComplaintsforLa-Z-Boy

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Sales Order # ********** I recently purchased several items from you on 02/10/24, in the amount of $12,730.89, one of the items being a couch. I met with a designer, ******************** to discuss living room options. I specifically stated I do not like sectional line appearance as the couch would not be up against a wall and was assured it would not have a sectional appearance. I was provided a photo of the appearance of the back and front of the couch. Additionally, the couch's dimensions were 125 inches long and 39 inches deep. Please see pictures below. Unfortunately, on delivery, the couch has a distinct sectional appearance on the back and front. The picture provided to me at our consultation of the back of the couch prior to order has no resemblance to the actual product delivered in that regard. The length of the couch is 114 inches. The depth is correct. Additionally the credenza has a problem with door handles. I was informed at that time that I would have to contact the store,I called the day after delivery and spoke with the designer who stated I must have misunderstood her and assured my concern would be forwarded to the store general manager, ********************** and my sales representative. I did not receive a call back. After waiting a week, I then called the store again and spoke with my sales **** ******************** who had no knowledge of this concern or my previous call. He stated he would inform the general manager and have him call me. The general manager did call me the next day, and stated I received the items that were ordered. I was clear that this was not what was represented and offered to forward the pictures that I was given during my consultation. I was told this was not necessary and that there is nothing he could do and cited his 2-year working experience with the designer. I have been buying furniture from La-Z-Boy for 30+ years with no problem. This is totally unacceptable. Terrible customer service.

  Business response

  05/08/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the Ft. *****, ** area. All locations are independently owned and operated. The business associated with this complaint only operates in the Atlanta, ** vicinity. Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************. Thank You.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/16/24, we placed an order for a ***** Recliner (with glider/rocker base) and ******** Rocking Recliner. At the point of purchase, ****** (my sales rep) told me they had the ***** in the warehouse and would be able to deliver it to the store on Tuesday. Because it was a Saturday, she stated it may be March 26th as we may have not made the "cutoff" to get the order on the next truck. On 3/26 I called at approximately 4:00 pm asking for an update on the *****. I was told that my chair was in production with the ******** and would not be available for 6 or so weeks. I stated that I was told at the time of purchase that it was in the warehouse and would be delivered to the store for my pickup no later than that date. The gentlemen checked the warehouse and stated that there were no Caseys available and said he would have ****** call back the next day. (no callback) On April 28th, I called to get a status update. The gentleman that I spoke with told me that he would have it put on truck to be delivered to the store on Tuesday and that it likely wouldn't make this week as I probably "missed the cutoff". On 4/30 I was called and told my order was ready for pickup. We drove the hour and 20 minutes to get the order. When I got home, the ***** is broken! It makes a grinding noise when I tried to open it and the footrest and half the chair are lopsided. I called the store immediately and left a message. I'm 3 hours from 24 hours and have yet to receive a call back. My husband called today to ask to have a manager call back, but he also has not received a call. He did get sent to the maintenance ***** I have a BRAND NEW chair from the store. The fix "because they don't have maintenance in my area" is for me to bring the chair back and drop it off (they don't have availability days I have availability for 3 weeks). Then return after it's fixed to pick it up.

  Business response

  05/07/2024

  The customer was contacted the day of filing complaint ID ********. The customer was informed that all products picked up by the customer, from the store location, require the product to be returned for service inspections. The customer opted to deliver the product to a residence roughly 80 miles from where it was taken into possession, out of a territory we provide service to. The customer spoke to a service representative on 5/1/24, and the service representative worked with the customer to determine if it is user error, or potentially defective. Though inconclusive, both parties agreed to schedule an inspection at the store location as suggested. That appointment is scheduled for 5/9/24.  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a recliner from La-Z-Boy Furniture-The Woodlands on 9/3/23. When you sit in it it sounds like a screen door opening on a 100 yr old house. It's been in for repair 3 times. Service has now had my chair for three weeks with no communication to me when I might see it again. I have called customer service numerous times just to leave messages with people who don't care. I have requested a new chair. That was denied. So instead I have no chair, no communication, just crickets.

  Business response

  05/01/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *******, ** area. All locations are independently owned and operated. The business associated with this complaint only operates in the Atlanta, ** vicinity. Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************. Thank You.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted the company in regards to receiving the incorrect chair as originally it was supposed to be the wide chair that didnt rock but reclined we got a rocking and recliner that was not wide and does not recline very well. It has a problem with the reclining situation where it catches only part of the time, the feet extension will not stay up unless we try real hard and multiple times to make it catch. Weve called the company four time, they say their technician will call us and weve never received a call back yet. Thats three times for technician. My husband is handicap and needs his chair to lift his legs up , we want a full refund so that we can get a chair that actually works for us

  Business response

  04/11/2024

  The customer / purchase was delivered under invoice 1111302BEIR to the residence on 1/16/24. The customer contacted the ********************** service department on 2/20/24 to initiate service, citing the leg rest mechanism is difficult to operate, and does not close completely [ appx. 1 month post-delivery ] . The customer was contacted on 2/22/24 to discuss service date options, though was unavailable, and a voicemail was left. The La-Z-Boy service department has been awaiting contact / response from the customer in order to continue with service. The chair would not qualify for a return / refund, based on the stated 4 day return policy. The customer still needs contact the service department at ************, option 4, in order to schedule & continue with servicing. Thank You.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 2 recliners. Was told of a price match guarantee. Found the same exact items on a competitors website for ****** less for each recliner. Contacted the store that did the paperwork. They told me to contact a different store. Cannot get anyone to honor this guarantee. The shipping is more from the competitors, but overall, the price is almost 1500 less. I plan on calling the attorney general about this as well.

  Business response

  03/22/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the ************, ** area. All locations are independently owned and operated. The business associated with this complaint only operates in the Atlanta, GA vicinity. Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************. Thank You.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a recliner on 2/7/24, that was delivered to my home on 2/15. *****************************, also the store manager, assisted me.At the time of my purchase I was a little unsure that the recliner would work for us. ******* encouraged me to take it home and try it out and assured me that if it didnt work, I would have 4 days to return it with no obligations.When the recliner was delivered to our home, we knew immediately that we didnt like it. The delivery guys suggested that we try the recliner without the swivel. And that it would be easier to leave the chair here, go into the store and try the chair without the swivel and if we liked it on the base instead of the swivel, they could have a technician come out and switch out the base right in our home. My husband was in the store on the afternoon of 2/15 to try it out and unfortunately didnt like it.It took over a week for her to initiate the return. The recliner was eventually picked up and returned, but the amount refunded to me was $359.84 short.******* responded to me that because it was returned, I would still need to pay the delivery fee, AND a pick up fee - totaling $359.84. She claims that Delivery is a service that was explained to me at the time of sale - it absolutely WAS NOT!She also lied to me. At the time I purchased it, I was going to pick it up myself. I have access to a truck and thought I could pick it up right from the store. But she told me I would have to drive to Atlanta to get it - the reason I agreed to the delivery. This was a bold faced lie, since I soon discovered that the warehouse is actually in ******, where I live!I never would have agreed to try it out at a cost of $350! I was mislead and deceived.Not only did I express this complaint to *******, I also sent a complaint to the District Manager, ***************************, by phone and email, and have not had a response from him either.I requested that $359.89 be credited back to my credit card.

  Business response

  03/22/2024

  The literature explaining this specific scenario, is stated on the reverse side of the sales invoice, under REFUNDS OR EXCHANGES. The buyer must notify the company of the desire to return or change stock merchandise for a refund within four (4) days of delivery or pick up. A separate delivery charge will be due should the customer require the merchandise to be picked up. 

  The customer paid a delivery fee to have the merchandise initially delivered to the residence, as well as a delivery fee to have the merchandise returned once authorized. The full amount of the product in question has been refunded. Delivery fees are paid for a service, and that service has been rendered. Only in the case of a sub-par delivery experience, would the fees paid for a delivery service be considered for crediting / refunding. 

  Customer response

  03/22/2024

   
  Complaint: 21460077
  
  I am rejecting this response because:

  The delivery service explanation is in very small print on the back of the carbon paperwork.

  The **************** printed on the paperwork is NOT what I was told.  I was TOLD I had 4 days to take it home and try it out, and if we were not happy with it, I would receive a full refund.  I was also lied to in order to agree to the delivery in the first place!  I was told that if I wanted to pick it up myself, I would have to drive into Atlanta and pick it up at the warehouse there, when in fact, their warehouse is right in ******, where I live!

  I was DECEIVED and MISLEAD, and am still requesting a refund.  I have attached a picture of the fine print paperwork, where no signature or initials were required to acknowledge the delivery service fees.  The cost of the chair was approximately $1500.  Who would KNOWINGLY risk 20% of the cost to try it out?  I think no one!  If this had been explained to me, I would never have agreed.

  I believe this to be a deceptive and predatory practice by not insuring that the customer is fully aware of the printed delivery service fees.  I don't intend to let this go, in the hopes that something like this will not happen to someone else.
  
  Sincerely,
  
  ************************* **********

  Business response

  03/26/2024

  Your request to refund the delivery / removal charges has been denied. The stipulations pertaining to a purchase and the return of merchandise, are clearly stated and viewable. The company does not require a signature to acknowledge individual terms and conditions, nor does the company take liability for the lack of reading or the misinterpretation of those conditions. The charges incurred in both instances are / were avoidable, with transportation being provided by the consumer. At the point the company has provided transportation in the form of a delivery truck or technician van, those transportation services are rendered and charged accordingly.  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a sofa for my house, i was told my couch would be delivered the following week. It has now been two months and i still havent received my product.

  Business response

  03/22/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *********** area. All locations are independently owned and operated. The business associated with this complaint only operates in the Atlanta, GA vicinity. Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************. Thank You.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Area Rug $374.99 + pad $99.99 (which when delivered was only a 1/16" rubber mat) + 5yr protection plan $50, originally purchased 12/23/2023 along w/other furniture. Rug had to be ordered due to larger size & delivered 1/16/24 (later than furniture). Rug was wavy, & did not flatten out in 3-5 days as told. After 11 days, on 1/27/24 I complained to Cust.Svc at the ********************** *************** store & sent photos. on 2/6/24 ***** in Cust.*** told me they'd pick up rug on 2/14/24 to steam & reverse roll it to flatten rug. On 3/2/24 they delivered the "repaired" rug, but it was worse than before. I took pictures & refused that delivery. Cust. Svc. has never called me back as I was told. I have had to call them on 3/4/24, again on 3/8/24, 3/12/24, & 3/13/24. Each time I feel I've been given the run-around by several people in Cust.Svc (**** and ********). On 3/4/24Omar stated **************** (***** &/or ********) would look at the returned rug and call me back that afternoon. I waited until 3/8 & when I called I spoke to ********. He stated the rug was being worked on that day & would take 2-3 days, then they would call me w/a delivery date. But on 3/12 I called again & ******** then stated he was waiting for Vendor authorization to get a rug replacement. When I asked when he spoke to Vendor, he said "last week after our email conversation". I stated we had no email conversation, it was "verbal" on 3/8 when he stated *** was being worked on (no mention of calling Vendor to replace). On 3/13/24 I called & **** looked at notes & did NOT mention anything written about Vendor replacing rug. Then **** put me on hold to check & then, without coming back to explain, forwarded my call to another person that I had never spoken to before, *********************, & got his voicemail. My message to him was that I was done w/this rug & run-around. I don't care if this was a "special order" I want a refund credited to the finance company I used, for the area rug, mat, and 5 yr protection plan.

  Business response

  03/14/2024

  Dear BBB,
  
  We are sorry for any frustrations that this customer has encountered throughout their service experience.
  
  The customers store of purchase in ******, **, 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,
  *******
  E-Commerce Coordinator
  CM ******

  Business response

  03/20/2024

  The consumer will be receiving communication from our customer service department regarding the return / refund of the purchase in question. All products in question will need to be verified as having been returned, prior to processing a refund. Thank You.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased $23000+ worth of furniture for our family room. We received the items on December 4, 2023. We had a designer help with selections and since she was no longer employed when we received the furniture, the sales person at the store came to our house within a couple of days. He stated that the couch was off center, where the 3 seats did not line up and would have a repair technician come to fix the problem. The repair person came 12/27/23. Since there are only 2 retired persons living in this home, we use our chairs almost exclusively. We took pictures on the delivery of the couch right and of the couch itself following the technician's visit. He said he could not repair the problem and would send our pictures and his to manufacturing. We were then given the contact person, ******, and her number by the sales person from the store, *****. We called several times asking for progress on this problem. We kept getting told that manufacturing has not sent a response. We finally got a response last week, on voice mail, to call ******. We called the next day, but as usual, we always have to wait for them to call back. So one day day later my husband spoke to ****** and she said that manufacturing said there is nothing wrong with the product and doesn't need fixing. I am using BBB as a vehicle to possibly resolve this issue. Even the salesperson remarked that there was something not right before we ever said anything to him about it. That means he saw it immediately. I attached 2 pictures, one with a blanket on top to emphasize the problem but you can also see the one without the blanket which is quite obvious as well as the headrest creases do not line up either. Please help us resolve this. If they want to take this back, they can have it. If they want to refund or repair, we will consider it. If they want to discount the cost, we will have to consider that as well. What is unacceptable is lack of consideration on this problem.The email the company may know is possibly different.

  Business response

  03/12/2024

  Complaint ID ******** has been filed against the incorrect business. The business that this complaint has been filed against does not operate in the *******, ** area. All locations are independently owned and operated. The business associated with this complaint only operates in the Atlanta, GA vicinity. Please remove this posting, and re-file with the correct dealership in your area. For more information for the proper dealership information, please call ************. Thank You.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Re: sofa purchased at the La Z Boy gallery at *********** in ************, *******.We are not happy with the decision made by La Z Boy to not repair our sunken cushion and fraying on our sofa. I understand that we were 1 year past the 1 year warranty and that you are going by the rules. I will let everyone that I know that we purchased an expensive sofa from La Z Boy and that it took us 10 months to receive it in the first place, and on year 2 of an expensive sofa it sagged from a 180-pound male sitting in that spot to watch TV. I will also let everyone know that the fabric in that spot frayed. It should not have frayed at all from just normal sitting in just 2 years. Previously we bought a La Z boy sofa that lasted us 20 years with no sagging and fraying. The only reason we sold it was because the color (hunter green) was out of style, and we wanted a new look in our living room. We are both on social security and we are not looking for sympathy, but we really couldnt afford this sofa in the first place, but we thought it would be a good investment as the first one lasted so long. I am sorry the quality of La Z boy has gone downhill, and I will be sure to pass this on to everyone I know.

  Business response

  02/22/2024

  We apologize that this has been your experience with your purchase. The pictures submitted have been reviewed at a corporate level, and it has been determined that the concern noted is indicative of wear over the course of time & attributed to a manner of use, and not considered to be defective as a result. Product performance can only be guaranteed for a limited time, considering a wide range of variables and environmental differences from one household to another. The affected fabric portion of your product can be serviced or replaced, depending on severity, though it would not be a covered service provided under the manufacturing warranty. Please see ************************************************************************ for in depth review of warranty coverage pertaining to your selected product. Thank You. 

  Customer response

  02/22/2024

   
  Complaint: 21320683
  
  I am rejecting this response because:

  A sofa should last more than 2 years. The photos do not adequately display the sagging. You would have to sit on it to see how badly it sags.
  
  Sincerely,
  
  *****************************

  Customer response

  03/01/2024

   
  Complaint: 21320683
  
  I am rejecting this response because:  You really can't tell by a photo how badly the sofa sags.  You would have to sit on it to see that it sinks down quite a bit when sitting on it. 

  We thought the fraying was a stain, so we contacted the company that we bought the extra protection plan from.  Their response is it is not a stain, but it is fraying of the fabric. 

  I still don't think that a 2-year-old sofa of that price should sag or fray.  I can see if it was older than 2 years.  The store manager would not send anyone to the house to sit on the sofa to see how much it sags.  If I were to guess it is a refurbished sofa or what they call a "lemon" and sadly, I got unlucky at a very expensive price. I would like to add that we are 2 senior citizens living in the house alone with no children that could have damaged the sofa.  My husband watches TV in that spot because the speakers are centered around it.  It should not have sagged or frayed in just 2 years.
  
  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. ↩