Complaints

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:02/03/2025

  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 purchased a sleeper sofa and to swivel chairs. I told the delivering person that the two swivel chairs were defective. Pictures were taken. I wanted them to replace them because these were brand new pieces of furniture. They sent a technician to repair the chairs instead of replacing them. The repair made the condition of chairs worse. I am requesting new chairs or refund of my money.

  Business Response

  Date: 02/03/2025

  To whom it may concern,

  At the time of purchase, there was no available stock on the two chairs that the customer was interested in so the chairs had to be "Special Ordered" for the customer. They were made aware of this and initialed on the "Special Orders" section of our Terms and Conditions page of the sales form which was also signed by the customer. All Special Orders are not subject to Cancellation, Refund, or Exchange per our Terms and Conditions.

  We are happy to continue with the service of these chairs once the Financial Dispute has been dropped by the customer as we cannot continue to service product while there is an open dispute.

  Thank you,

  Brian
  H******* | Customer Service Manager
  Tipperary Sales, Inc. d.b.a.
  La-Z-Boy Home Furnishings and Décor®

  Customer Answer

  Date: 02/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This assertion is a misrepresentation of the facts. I have documentation of the bill of sale. The two swivel chairs were on the floor of showroom. We were told by Melissa, our salesperson that the sleeper sofa which we custom ordered in a navy blue fabric was the only one of three pieces of furniture specially ordered and could not be exchanged, returned, etc.

  The delivery men were shown the chairs were defective or damaged before they left my home. They acknowledged the damaged or defective swivel chairs, took pictures with their cell phones, and sent the pictures to the dispatcher at the  distribution  warehouse. 
  The warehouse dispatcher suggested sending a technician to repair the chairs. My intent was for the chairs to be replaced.

  I live on the third floor of a condominium and the chairs were delivered to the third floor. The chairs were either damaged during delivery or defective.

  The sleeper sofa which also was delivered was in new undamaged condition.

  I refuse to accept damaged goods which were sold as new. Please verify my account with the Lazy Boy delivery men.

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

  Customer Answer

  Date: 02/04/2025

  These pictures which are dated in the photo gallery of my phone do not provide a good visual representation of the gross defect or damage  to the chairs, but with the date stamped at the time of delivery, shows my intent to notify the seller the goods were damaged at the time of delivery and not in new condition. 
  The seller’s delivery men took close up pictures of the defect and again, forwarded the pictures to their dispatcher prior to leaving my home.

  I will videotape the poor functioning  condition of the chairs which have not been used and are not suitable for use. I will upload this video and make it available to all interested parties including Synchrony Finance which is disputing the payment to Lazy Boy.

  I also reached out to the CEO of Lazy Boy who informed me they would attempt to resolve the issue. I called Melinda W**********, CEO at ###-###-####. I have a case number for my complaint to her office as well. I will be providing it in future entries.

  Business Response

  Date: 02/10/2025

  As Per the agreed upon Terms and Conditions that the Mr. **** initialed at the time of purchase, Special Orders are not subject to Cancellation, Refund, or Exchange. Per the sales representative that worked with Mr. ***, it was explained that these chairs were not in stock and that the chairs would be considered Special Order in which he understood and initialed on his sales paperwork. Again, we are happy to complete the service that was started for Mr. **** once the Credit Dispute has been dropped. 

  Thank you,

  Brian H*******

  Customer
  Service Manager

• Initial Complaint

  Date:01/23/2025

  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.

  On Dec,10,2024 LAZBOY delivered us a loveseat recliner and a loveseat with a console recliner, the left recliner was broken on Dec.11,2024 i called lazboy and asked to replace the left recliner they said no they would repair it and i said to them no they can come and take everything back, and we would like to be compensated for all the trouble they are still putting us through.

  Business Response

  Date: 01/23/2025

  To whom it may concern,

  When the customer contacted us to advise of the damaged unit we initiated a service ticket due to the lack of inventory for this stock piece. We generally would do an exchange on a damaged stock piece but due to being a sectional piece, we did not want to leave the customer with a missing sectional piece. Our service technician was dispatched to his home to inspect the unit and advised us of the part needed to make the correction. The customer received the replacement part and scheduled to have it installed but then cancelled his service. There is currently an open credit card dispute from this customer so we would not be able to complete the service until the Dispute is dropped. 

  Our intention in Service is to ensure that our products are up to the manufacturing standards. La-Z-Boy products are designed and built so that they can be serviced throughout the life of the piece and our La-Z-Boy certified, technicians are factory trained to ensure that all work is done to factory standards. 

  Thank you,

  Brian H*******

  Customer Service Manager

  Customer Answer

  Date: 01/23/2025

  Geraldine/charlie B**** They did not offer to replace anything I was told they only Repair and I said on, if they cannot replace it, they can come and pick up everything, we signed a contract for $6200 for a brand new section not to be repaired!!

  Business Response

  Date: 01/23/2025

  Thank you for the reply. I've listened to the phone calls and I did not hear where service was denied by you upon the first 4 calls form 12/11 while the service ticket was being set up for you. We were notified of your refusal of service until after our service technician inspected your furniture and parts were ordered and delivered to you. You also have two sections of your furniture that are considered Special Order and cannot be returned, refunded, or exchanged. I do not want to leave you with an incomplete sectional so I would recommend that we complete the service once the credit card claim has been dropped.

  Thank you,

  Brian H*******

  Customer Answer

  Date: 01/24/2025

  Geraldine/charlie B**** / when the technician came out and showed me where the chair was broken, I told him I do not want a repair job. I want a replacement. He said that he would write up the ticket for a replacement. I did not pay or sign a contract for $6200 for a broken set. 

• Initial Complaint

  Date:01/21/2025

  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.

  We purchased two recliners on 1/15/2025. We had a new brand new salesman. The two chairs that we took home were not nearly as comfortable as the two we sat in while in the store. We took them home and were immediately surprised at how hard they were.
  I called the store the next morning as soon as they opened and spoke with a woman (I did not get her name) and told her we wanted to exchange the two chairs for the more plush versions we were expecting or even a nicer/more plush version in the store - anything softer than what we were given.
  She immediately told me that there were no returns or exchanges allowed. When I told her that was never discussed at any time during the purchase or the payment, she said that paperwork was signed that said the chairs were not to be returned.
  I then explained that at no point in time was that information disclosed to us and she said our salesperson was new but we should have known. I told her that was not the case and at no time were we told the chairs were not returnable/exchangeable/on clearance.
  The paperwork we have also does not state anywhere on it that the chairs were on clearance or would have an issue with return/exchange. I asked to speak to the Manager, she then hung up on me repeatedly. I called back 3 times and finally got to leave a message with the Manager, Dave Head. He did call back the same day (Jan. 16th) and he said he would speak with the "President" and quickly hung up. He has not returned our calls and there is zero resolution.

  Customer Answer

  Date: 01/25/2025

  Receipt page one

  Business Response

  Date: 02/03/2025

  To whom it may concern,

  Per the agreed upon Terms and Conditions that were initialed by the customer, the chairs purchased were marked "Clearance". All sales are final (No Refund or Exchange) for any items marked as CLEARANCE, or "AS-IS". These chairs do however carry a full manufacturer's warranty so we are happy to inspect these chairs for any manufacturer's defects or defects in materials as per our Exclusive Service Agreement that can be found on our Terms and Conditions page of the sales agreement. Please call our Service department at 980-201-3340 to begin the process.

  Thank you,

  Brian
  H******* | Customer Service Manager
  Tipperary Sales, Inc. d.b.a.
  La-Z-Boy Home Furnishings and Décor®

• Initial Complaint

  Date:10/17/2024

  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.

  While delivering my furniture I purchased my front door was damaged; including my front door frame and the storm door. I've been trying to work with TopHat Logistical services who is designated as Lazy boy delivery team. This has been going back and forth to where he won't even respond and to me... I just need my from door fixed!!

  Business Response

  Date: 10/17/2024

  To whom it may concern,

  As of 10/15 this case was turned over to the adjuster of the insurance company of Antonio Baker. The Adjusters name is Shelia B*******. The initial reported damage was to the storm door alone which would have been handled directly by Tophat Logistics but since the main door was included, this has been turned over to the insurance company.  Please continue to work with the insurance company to resolve this concern.

  Thank you,