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Business Profile

Furniture Stores

Lazy Boy Furniture Gallery

This business is NOT BBB Accredited.

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Complaints

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

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Lazy Boy Furniture Gallery has 2 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/27/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 bought a swivel rocker chair April 1 and when I sit in it leans forward to the floor. I had them out to ***air it and its still happening. I had there service *** and his daughter sit in the chair and the chair leaned forward to the floor for both of them. Both of my sons sit in the chair and they both have the same problem. I would like the chair ***laced and they dont want to ***lace it.

      Business Response

      Date: 06/04/2025

      On April 23rd, 2025, The customer called into our service department reporting the chair is leaning forward and she will fall out if her feet do not brace. We then proceeded to schedule a service call for 4/29/2025. Service technician found and inspected swivel recliner going forward too much and unstable to use. This was caused by rocker spring and wood base. Rocker springs were installed improperly, and the base has stripped screws. Technician order parts to address the issue and returned to the home 5/21/25 to install part and bring chair to manufacture specifications per the terms in conditions of our ******** limited lifetime warranty. Since then, customer has expressed the chair still is still not sitting how she wanted it to sit and that she was still experiencing issues. As a curtesy, we offered to change her base from a swivel rocking reclining chair, to just the standard rocking reclining chair at no cost to the customer. Currently, our technician is scheduled to return to the home on 06/19/25 and complete this curtesy service. We are currently in process of addressing the customers concerns. 

    • Initial Complaint

      Date:10/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Sept 4 2024 my loveseat was delivered to my home, I complained at that time about the noise it made when you sat in the seat. I was told that it needed a break in period. Within a week I called, they said that there was nothing they could do, and to call lazy boy care. During this time, my remote controls to operate the recline also failed to work consistently. And now one side doesnt recline- either manually or with the remote. Ive 2 service calls on a loveseat that I had only owned 2 1/2 weeks. And is still making noise and not working. Now Im told I have to wait 2 weeks to get new parts. I have tried to work it out with them. But Im over this !

      Business Response

      Date: 10/10/2024

      We have been attempting to resolve Denise's concern since she first reported product issues on 09.13.2024. We completed a virtual tech visit on 09.16.2024 and followed up with an in-home service call on 09.25.2024. According to the tech notes he went over the complete unit and tightened everything up. Customer says she moves around a lot when sitting and that's when the noise starts. Explained to her it the backrest flexing with the mechanism when she moves around like that. /// TECH FOUND NO ISSUES. On 09.30.2024 the customer called in stating that her wireless remotes were unpairing from the device. In response we ordered replacement remotes and requested a rush. On 10.07.2024 we escalated her concerns within our service department and offered a curtesy exchange to a non-reclining product since the customer seem to be unhappy with her initial purchase. Additionally, her initial purchase was a customer order which according to the terms and conditions is a non-returnable product. Denise signed and agreed to these terms during her purchase on 07.01,2024. We have been attempting to resolve her concerns and offering solutions that go above and beyond our sales agreement. Our last offer to Denies was an equal or great value exchange to a different product which she refused. This offer is still available to her, and we would love to resolve her concerns by putting her in a different product and taking back her custom order product. 

    Lazy Boy Furniture Gallery is NOT a BBB Accredited Business.

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