La-Z-Boy Corporate Office - Corporate Offices & Headquarters

La-Z-Boy Corporate Office

La-Z-Boy Corporate Office Address

La-Z-Boy
1284 North Telegraph Road
Monroe, Michigan 48162

Contact La-Z-Boy

Phone Number: (734) 242-1444
Fax Number: (734) 457-2005
Website: http://www.la-z-boy.com/
Email: Email La-Z-Boy

Executives

CEO: Kurt L. Darrow
CFO: Louis M. Riccio Jr.
COO: Steven M. Kincaid

La-Z-Boy History

La-Z-Boy was founded by in 1928 cousins Edward M. Knabusch and Edwin J. Shoemaker when they partnered in and invested in a furniture business in Monroe, Michigan.

They set out to design a chair that was “nature’s way of relaxing,” which resulted in them making a reclining wood-slat porch chair and upholstering it. The chair was a huge success.

The company primarily manufactured recliners until 1969, when it branched out to include sofas, sleep sofas, and modular groups.

In 1983 La-Z-Boy began offering a full line of home furnishings.

Today La-Z-Boy is a publicly traded company, trading on the New York Stock Exchange under the symbol LZB.  La-Z-Boy sells its products through 220 independent La-Z-Boy Furniture Galleries and 550 Comfort Studios.

La-Z-Boy is part of the S&P 600, has 11,000 full time employees, and had  $1.4 billion in revenue in 2015.

{ 122 comments… read them below or add one }

John Kablik August 14, 2017 at 7:08 pm

Deplorable Customer Service. DO NOT PURCHASE PRODUCT !!! See my dilemma below.

Rahdric

I was in earlier today regarding our couch that is coming loose, fabric torn at the seams, backrests that have inadequate padding. You stated I would hear from someone today and I never received a call. We have been trying to get issues resolved since May to no avail.

We purchased on 12/24/16 and it was delivered on 1/31/17. As I said I am only here 6-8 days per month so to say we are disappointed with the quality and warranty service is an understatement.

Who can I speak with higher up the chain to get this resolved ?

John

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Jo August 12, 2017 at 11:15 am

Bought a swivel rocker/recliner. Upon delivery i noticed the back panel was gaping almost a half inch with several staples exposed. Bottom panel on back was also gaping & did not fit properly. Extremely disappointed as I too had previously purchased Lazy Boy products with quality that lasted for years. Although I have been promised a service call I have basically paid thousands of dollars for an inferior product. It leaves me wonderng what else may be wrong with the chair that is not visible.

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Bill Manuel August 9, 2017 at 10:56 am

ATT: District East Coast Manager:

Please call me regarding an urgent issue with a new couch just purchased at your Pineville, NC store. My cell is 980-236-XXXX Thank you.

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Glenn Musser August 7, 2017 at 11:03 am

Some 30 years ago I commissioned a recliner from the Lazy-Boy store in Worcester Mass.
Loved it. Best, most relaxing chair I have ever had, before or since. Sold it only when we moved into a retirement home and space was at a premium. We got rid of other living room suites, etc, and were left with not much. But, we needed a small reclining sofa for the small living space. With a console. We drove from Hendersonville, NC to Greenville, SC as we did love that recliner and wanted another La-Z-Boy chair. After hours of taking a lot of time with Judy Robinson, we selected a sofa. Recliners and console.
Custom made and the set-up looked good. This was April 10, 2017. Three week wait, turned into about 4 weeks. No problem, these things take time. We get a phone call. Sofa is in except something is missing. We ordered the sofa with wand controls. But, one side was wand, the other was with buttons. Should they send the imperfect one, then deliver replacement? I said no, wait until the replacement comes in so as not to make two trips. Again, 3 weeks turn into 4, A phone call. Replacement is in, set a date for delivery. Great.

They come. The sofa is in three parts, not a solid sofa. Delivery men set it up. We were most disappointed. Very! We were not informed of this method of construction. Plus, since the individual chairs have all these wires protruding out everywhere and we wanted the sofa to sit out in the open, we were not prepared for the “snakes’ running everywhere. The fabric was loose in places, the console banged around, not solidly “welded” to the chairs. Oh, yes, one chair had a wand, the other – buttons. Phone call. Talked to the chief, Mrs. Anderson(?) Sorry, my mistake, we thought the replacement had come in and we sent the delivery people. We will order the replacement.

I told them no need, we wanted the sofa picked up and returned, with our $2967.48 returned. The reply was “no” since this was a custom made item. I said, yes but it is not custom made at the moment, we really hated the look, feel and design of this monstrosity. We don’t want it. Reply from Greenville: we are ordering the replacement.

It is now August 7th, 2017 and we still don’t have the replacement. Two weeks ago they called and said the part is in and ready to deliver.. I said we don’t want it, please pickup.

Sirs: We do not want the sofa, it is not what we ordered, it is not what we want. We want a sofa of one piece, without cords going everywhere, and we feel the company in Greenville have not been people I wish to work with. Please, pick the sofa up, return our money and that will be the last we say. We have not badmouthed La-Z-Boy for this. Not in our nature. Please, rid us of this item, immediately. GM

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Sue Hudecek August 7, 2017 at 10:15 am

Me and my brothers bought my ma a recliner for Christmas and less then a month later it would not recliner, took 3 weeks for someone to come out to replace motor. Less then 2 months later same thing, again like 2-21/2 months later vibrator didn’t work. Had it less then a year 71/2 months later it reclines wsometimes, heat works sometimes and same thing with vibrator. Lazy Boy won’t do anything THEY ARE LIVING UP TO THEIR NAME ALRIGHT…..L A Z Y!!!!! That’s exactly what they are!!!!!!! I may have to get in touch with Action 5 and or call an attorney. IM SICK OF THE RUN AROUND!!!! And I will tell everyone I know DO NOT BUY LAZY BOY STUFF!!!!!!!!!!!!!

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D. Daniel July 31, 2017 at 8:18 am

Bought $2,400 recliner for disabled mom. Was delivered last Wed. The first time she used it the recliner stays in reclining position. Mom uses a lift chair. Not she is in eternal recline position. Lazy boy on Hwy 280 Birmingham was notified. They said they would deliver replacement Saturday. On Saturday morning we called to be sure it would be delivered. The warehouse said it would be an exchanged to call the store. Called the store and call answered but because it was earlier than opening time was told to call back. No, you answered you take the call. They said to call the warehouse. Called again and spoke to manager at store – Hwy 280 Birmingham, Al. The manager said she would check and call us back. We were 180 miles away. By noon no response. I called the store again. A few minutes later I receive call from the manager of the warehouse and was told the driver would pick up at 1 p.m. and deliver by 3 p.m. Said the chair had been pulled but they did not know where to send it. By 5 p.m. it was not delivered and no call to us. We called and was told it would be Tuesday!! What! You bring a faulty chair and then give the runaround to deliver on Tuesday? Is this how you conduct business?

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M. Lockhart July 24, 2017 at 5:20 pm

Recliner (Lazy-Boy Vince reclinarocker) purchased 2 years ago (3-04-15)…Has squeaked incessantly since day one with every little movement but worked fine. Had to learn to ignore thinking it would eventually break in, it did not….Rep misled about lifetime warranty…Recently the recliner mechanism has gotten rough to use. Now it will not recline completely and I have to walk around to push back up straight. I have thoroughly looked at the mechanisms and could not find any reason for this….Called Lazy Boy warranty, was told by agent they cover parts but will charge me to have a tech come out, will charge me to deliver the parts to my home and then tech will come back…Also when tech comes out they will charge me more should it take the tech over an hour to do but they won’t tell me what that rate would be…Very disenchanted….When I spent 3 times what a good quality recliner from Costco would have cost me, and this one was on sale….I thought I was getting a well backed, well built quality product…..Apparently I was wrong…..2 years of use is no bargain for sure and unacceptable for high the price paid….Will go back to Costco and buy a recliner that is 100% covered for 5 years and get rid of this so called great company Lazy-Boy and it’s so called superior built furniture, what a croc….Good Riddance!!!!!

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Sue Merkel July 23, 2017 at 11:32 am

On January 25th 2017 we ordered a couch and chair from your store in Whitehall Pennsylvania. It took almost six weeks do be delivered and when we got it I called because a white thread was coming out of the maroon sofa. We were told we had to wait three weeks for a service person to come check it out. He arrived on April 12th and said that we could get a replacement seat for two portions of the couch that appeared damaged. He suggested it…..So we waited and waited….from April 12th until Mid May I heard nothing…NOTHING…then I finally called and began getting such a run around….after another few weeks of back and forth I was told that the color of our sofa was discontinued and I would have to select another color, but I had to wait 2 more weeks until actual paperwork was physically delivered to the store. So I finally went over to order it and they told me that the color had only been discontinued the Week of June 1st!! Then why wouldn’t’ it have been reordered back in April when the problem was first reported.
I have now ordered a new sofa on June 17th….its now almost August and I have heard NOTHING from your company. When you spend almost a THOUSAND dollars on something you should have it taken care of. Are you really a nationwide company?? Why do you treat your customers like this.
We would like to keep the old sofa if we can….that is the least you can do for our trouble.

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Virginia Liu July 25, 2017 at 4:16 pm

We are experiencing a similar bad customer service treatment from La-Z-Boy. Waited a month for our sectional to be delivered by some unprofessional delivery company. We got so frustrated watching the 2 guys trying to move downstairs, we asked them to unstuck the piece from the stairs and leave it in the garage and we will move it into the family room ourselves. We did what the delivery company could not do. During that process, they managed to damage the sectional and our wall. The earliest date for someone to exam the damages was 2 weeks later. He took bunch of pictures on Friday and said someone should call you by Wednesday. I called the following Friday and wanted to know the stat of my case. Basically, they talked to the moving company and was told they left the sectional in perfect condition, damages were done by the customer.

This is how a national company treat their customers!!! They will believe the delivery people vs their customer. I regret I did not take any pictures before they left because I gave La-Z-Boy the benefit of doubt that they would take care of any problems I would have with my purchase. Funny the other piece the delivery company did not try to move, have no damages, only they piece they tried to force downstairs. They also asked us not to report their work because they would have to pay for the damages.

I had other issues with the store when I went to look at the piece. The item was on sale for Memorial holiday and no one knew which style was on sale. I went back the next day with the newspaper ad and when they finally figured out the style and price etc, the piece were not in stock after I paid for it. Of course I had to wait a few days before someone called to let me know when the sectional will be available. The factory ran out of the fabric and it will not be available til early July. You would think when the company put something on sale for Memorial Day, the staff would know what is on sale and the product will be in stock. I had to wait a month (July 3) to have it delivered. I should of cancel the whole nightmare then I was told they would take care of me. The Another 2 weeks before the tech can come in to exam the damages. They took care of me alright, $2,000. Lastly, there were a little bit of color discrepancy because the sectionals are not from the same fabric lot.

I am sorry to say the sectional is not even that comfortable to sit in.

I JUST WANT TO SCREAM!!!!

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Johanna July 20, 2017 at 11:42 am

I scheduled with service TWO different customer service people other the phone nether asked anything about time. The tech do not make his own route. I saw the the route and no one in there right mind would make the stops in that order. That tech came from MA to stop here (NH), is now on his way back to MA, to then turn around and come back to NH.

I was told that it was possible for the tech to do maintenance this first visit. Not the case. He didn’t have tools or parts of any kind and it was on his schedule as a complete diagnostic visit. Why wasn’t that told to me up front?

This company is the worst. the customer service people on the phone know nothing, the poor tech guys running around crazy, and customers are told one thing and the company already KNoWs they aren’t going to preform those services. Disgusting. Thanks for making sit in a broke chair for five weeks, pay $109, all to find this would the hard way. Please refund my credit card for my $109.

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Martha O DeFulgentiis July 13, 2017 at 6:26 pm

I recently called Lazy Boy as one of my recliners purchased just under 3 years ago is ripping at the seams. Customer service totally blew me off. While I understand that 3 years may seem extreme, I have been in the furniture business my entire adult life and never would I refuse to address the situation. My husband and I are are retired and small framed. We have no children or dogs to jump on the furniture. It’s just the two of us. So we certainly not expecting the chairs to start coming apart at the seams and the color of the leather coming off so soon. Personally, if this had happened to one of my customers, I would have purchased them a new chair at my expense. I would have been so embarrassed to receive such a complaint. You advertise as if you are a high end retailer, but obviously you are not. The quality of your furniture is terrible and I will never purchase from you again and will advise anyone I know to boycott your company. Obviously judging from the complaints I have read on this page, I am not alone. Shame on you. Eventually, the word will get around and you will go out of business. You must be so proud to lead your company to the dumpster. Shame on you.

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Debbie Payne July 12, 2017 at 3:26 pm

I work in the medical field and my company just purchased me a nice Bradley Lazy Boy desk chair. I love it! However It sits too low and I am needing a different cylinder for it to come up about another inch and half. I am requesting that maybe you might be able to provide it for me. I do not believe the company is willing purchase it as they spent their max on this chair for me. Is there anything your company would be willing to do to help me get this chair in perfect sitting order? Please email me back with details.

Thank You!

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Kevin Brandt July 10, 2017 at 8:22 am

Worst. Company. Ever. I needed to replace cushions on a LazyBoy sofa but since it was older than 5 years they didn’t offer replacement cushions for sale. The Service department suggested I contact a local upholstery company. Living near a LazyBoy dealer I decided to take a look at similar models and sure enough I found a model that matched my cushions exactly. Unfortunately, they have this really messed up policy that forbids them from selling cushions from one model to be used for another. In order for me to purchase only the cushions I had to provide a VIN number and proof of purchase for the model of the couch I wanted to buy cushions from. It makes no sense…Why should they care? There was no logical explanation given and when I asked to speak to the next level manager she gave me the same scripted response.

Great Product, but horrible customer service. I will never do business with this company again. I am contemplating torching my Lazy Boy couch and sending a video of the burn-fest to their CEO, Kurt Darrow. Given the crappy customer service and illogical business practice I suspect all of this non-sense is being driven by him. Good Riddance.

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Eric Bucholtz July 6, 2017 at 10:42 am

It’s sad that the majority of comments are complaints and people upset with their purchase and experience with La-Z-Boy, so I guess I will add to the complaints.
My wife and I purchased 2 reclining chairs from the Chapel Hill store in Akron, Ohio 2 years ago. Almost from day 1 of having them, we have had problems with the quality and craftsmanship of our chairs. We have had a “technician” out several times to correct the issues, which he did, but the problem still hasn’t been resolved. We sent pictures of the upholstery deteriorating to a Senior VP who refused to help us. HOW SAD AND DISAPPOINTING!
We will not purchase from you again. To pay the money we did and get the awful customer service we’ve received is upsetting. I wonder if the 2 cousins that started this company are rolling over in their graves

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M. Lockhart July 24, 2017 at 5:24 pm

Don’t be surprised I have a similar issue to your regarding my recliner and it’s problems….try Costco, they actually stand behind their products for much less money a great quality….

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Steven Emahiser July 5, 2017 at 8:52 pm

We were looking for some new family room furniture, and after looking at some other furniture stores in the Overland Park, Kansas area, we by chance stopped at the Lazy Boy, Overland Park location. We were pleasantly surprised at the selection, and ultimately decided to make a purchase. We had one of the stores designers come out to the house for decorating advise. We spent $11,000.00 dollars on furniture and were really excited with everything up to that point. We hade to wait for our order to be delivered because of some custom made ottomans, which we were fine with. We took delivery around the end of March, on delivery everything was perfect except for two of the ottomans had some scratches on the wood trim. We noted the damage at delivery time and the delivery driver called the damage in immediately and were told someone would call us to arrange appointment for repair in a couple days. Three weeks later we had to call and advise the store that no one had contacted us. We were finally contacted by the repair service person and were again delayed because of the repair persons lack of flexibility in scheduling. The service repair person finally is able to show up, takes a look at the two ottomans and advised me that they we have to replace the wooden frames and he would get the ordered. Weeks later the replacements arrived, so we have been trying for months to get the service provider to come out to make the repairs. We had an appointment on June 23rd, 2017 which the man never showed up or called. We called the Overland Park store to get customer service, I called after 3:00 pm, as the appointment was to be between 2:00 & 3:00pm. Customer service representative could not advise us to why the appointment was not met. I asked can you not contact them to find out where the person was. She advised hold on, I will try to call and find out. She came back to advise she couldn’t get an answer . I advised her they were not answering my repeated calls either and had left multiple messages. She advised me that someone would call me back in 24 hours. Well that did not happen, I called customer service again to complain and was advised that I was very unhappy and wanted resolution and was advised that my complaint was being sent the next level. After no contact from customer service, called again and asked for a supervisor and was told the same thing again and someone would be contacting us . I was ask if I would like to make another appointment, said yes, and was told the 31st of July, I said that is not acceptable and I expect resolution, again was told my complaint was being sent to the next level. As you can see it is now the 5th of July and have yet to receive any call from anyone the might try to help bring resolution. What has happened to the meaning of Customer Service, as I am thinking that no one at Lazy Boy cares once they cash the check. Frustrated beyond belief!!!!!!!

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Denisse Haggett July 5, 2017 at 2:44 pm

What a disappointment it has been to deal with La-z-boy. We came to your Lynwood wa store on march 28th to place a furniture order because we thought it would be better to spend the extra money for higher quality furniture, but we were wrong, We purchased a recliner sofa and a regular sofa and only a month after ownership the sofas starting having issues, the recliner sofa needs a new reclining chair and the other sofas cushions have already lost their shape and now it looks like a cheap piece of furniture. I called in on may 26th to have a technician come in and the technician was not able to come until June 17th! The technician was very nice. The warranty department called me to tell me that my replacement piece had been ordered, but no time frame was given. My furniture is so new it should not have any issues I do not feel confident on my purchase at all. I have called customer care and the Lynwood location several times and people give you the run around and give you vague information to how to solve our problem. Your company does not care about customer service at all, your staff is rude and sarcastic. I have tried to contact the general manager of the Lynwood store Sherri (but she is always unavailable), Mike R who oversees the Lynwood location and have left messages with Brenda L in corporate and to this day nobody has made an effort to reach back to me. I would not recommend La-z-boy furniture to anybody the quality furniture they used to have is gone and their customer service is terrible.

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Natalie Garner June 20, 2017 at 5:01 pm

My husband and I ordered $4300 worth of furniture from the Grapevine location on Saturday 6/20/17. I left feeling uneasy about the sale due the sales person (Malachi) telling me different info that was not reflected on my sales receipts. He stated we would be getting 36 months no interest with financing through Synchrony. The receipt I signed stated it was only 24 months no interest. When I questioned him he said “Oh I just need to put in the 36 month code” he fumbled around a bit and then said that there was no such code but that Synchrony would be sending me a letter showing the 36 months no interest because anything over $4000 had to be at the 36 months. He also told me that our items were not special order since we were getting a fabric that was listed on the sheet; however, when we went to check out he asked us to pay $1075. I was set back by this because it was my understanding that was what the financing was for. We only had a Discover card to pay with and he informed us they did not accept Discover. I told him we would have to come back then because we didn’t have another form of payment. He said ok hold on then the next thing I knew he put the entire amount on the financing. He said he did that so that we would get the 36 months no interest since that put the finance amount above $4000. As I stated I left the store feeling like I had been lied to but intended to follow up on the matter.

Today 6/20/17 I received a call from Tamara stating that she had an issue with our order. She said that she would have Malachi call us except he was no longer with the company. This made me feel even more uneasy about my experience on Saturday. She said that we would need to pay the 25% down since it was a special order (which Malachi told us it wasn’t) in order for our purchase to be finalized. I explained to her everything that had occurred and what he had told us. She said that unfortunately she nor he had the authority to finance the entire amount and that we would have to pay the 25%. This to me is terrible customer service. It is not my fault how the transaction was handled and the store should have honored what I was told at the store. I am extremely disappointed at how this was handled. I cancelled my order and will do business elsewhere because I have zero trust/confidence in that location and La-Z-Boy for that matter. I have worked in the customer service industry for over 15 years and know what true customer service looks like. I expect to receive the same level of service that I would give and did not come close to receiving that Saturday or today.

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Teri Watts June 12, 2017 at 11:48 am

When you hear Lazy Boy what do you think? I think quality, WRONG!
We special ordered two recliners April 2017. When the recliners arrived on Jun 02, 2017 we went to pick them up on Jun 09, 2017.
The workmanship on my recliner was very poor so I asked to speak with the manager, Terry, Portland, Oregon Delta Park location, when I showed him this issues, one arm sewn longer than the other, seams not sewn properly, I asked him would he want to buy a shirt with one sleeve longer than the other? His answer was if I didn’t like how they manufactured their furniture maybe I shouldn’t buy from them! WRONG ANSWER. I told him then give me my money back and I would close my account. He did not even make an attempt to solve my problem he said sure and proceeded to refund my purchase. My husband stepped in and asked that my chair be fixed so, reluctantly, I left my chair to be repair/remade. At this point I will wait and see if this takes too long or if it gets repaired properly. The next thing is I will be closing my account with Lazy Boy.
While my husband was loading the chairs I went in to purchase a floor lamp and end table. The next purchase was a dining room table. That won’t be happening!
I AM NOT HAPPY AND WILL NEVER BUY FROM LAZY BOY AGAIN!!

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John Kees June 11, 2017 at 7:19 am

Save some time and effort. The 6 week promised delivery will be 3-4 months if lucky. They never return calls. BIG mistake buying from this company.

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WILLIAM Mason June 8, 2017 at 11:48 am

Complaint Description:
I bought a brand new recliner from Lazy Boy April 6 2016 to include Guardian Fab Treatment and extended service warranty 3 months after the purchase they had to replace the seating area because the cushion fabric was separating. Now 9 months later the cushion is doing the very same thing except much worse. The CS rep stated I was causing this by sliding out of the chair. I am 6’2″ 165 LBS I don’t have to slide out of a chair!
Just wanted to share with you the response to my service request, Now keep in mind this is a 1500.00 dollar recliner. That they had to replace the seat cushion 3 months after I bought it now we are on 9 mths since it was replaced!!!! Please pay close attention to the 90 day warranty statement below! Seems like they only had to cover this BRAND NEW RECLINER for 6 MONTHS and not the full 1 YEAR Manufactures Warranty!!!! The following is a direct copy and paste from the customer service rep I have been working with Michele ******** “The decision was made at the La-Z-Boy Corporate level in Michigan that this is not a manufacturing defect and I am not able to override a La-Z-Boy Corporate decsion. The one year warranty applies from the date you take possesion of your furniture, it does not start over once parts are replaced. Replacement parts have a 90 day warranty. The replacement seat will be $400 + tax. Please let me know if you have any further questions.”
Sales order 03286CCLOTH

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S. M. Sugar May 31, 2017 at 4:08 pm

Sad to say my experience with La Z Boy has been HORRIBLE. In Dec. 2014 I purchased the Harbor Town model. I have severe back problems and knew I was going for another big surgery. I wanted (within reason) a great chair for my back problems.Within 18 months the chair broke and would not recline, the handle would not move. Since it was “over 1 year” I was charged for this service on my $1000.00 (sale price) chair. I was not happy so they agreed to service for half price. Exactly 18 months later the chair broke again with the same exact problem. The service people both said they tend to see this problem on this model chair. I had called the corporate office with this problem and requested I be able to exchange this “defective” chair for a different model.

I did not wish to keep a chair that broke every 18 months. After much back and forth and many phone calls and letters they agreed to do the exchange. The two women I dealt with were lovely, I wish I could say the same for the new chair. I exchanged for the Casey model, which I really liked in the store. Apparently there is NO QUALITY CONTROL and chairs are not tested before they leave the factory. THIS CHAIR IS HORRIBLE. WHEN YOU PULL THE HANDLE TO RECLINE IT MAKES THE LOUDEST RATCHETING SOUND. My son can hear it in the kitchen. The footrest will not come all the way up and my feet hang down. The back will not return to an upright position when I sit up and pull the handle. When I try to put it in the upright position it again makes the ratcheting sound and stops about 4/5ths of the way, then slams closed and thrusts me forward. Just what my back needs! I called for immediate service which I will have to wait a week for. I have called the corporate office three times but have yet to get a call back. This really makes me wonder why I spent this amount of money on a chair. I have a recliner from Costco I bough 5 1/2 years ago for $250.00 and have never had a problem with it.

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Gary Gray May 30, 2017 at 1:49 pm

My husband is not happy. He has health problems and relies on his recliner for comfort. Many nights he sleeps in it. When it came time to replace it we went to LazyBoy in Dallas, Texas on Midway Road. Eric Lawrence, the store manager was our salesperson. On Saturday 5/13/2017 we paid $1627.72 for a recliner. It was delivered on Friday 5/19/2017. On Thursday 5/25/2017 the electrical mechanism that operates the chair would not work. On Friday 5/26/2017 my husband called Eric who wanted to send a repairman. Since it was mechanical my husband wanted to have the chair picked up…not trusting that there might be another problem. He has had it less than a week and it is already broken. Since it was the day before Memorial Day holidays Eric said he would have to call corporate on Tuesday to see what could be worked out. When my husband called on Tuesday…Eric does not return to work until Thursday. However the very rude woman said we could not have our money back until they got the chair back which means we would pay for the shipping. We paid for the chair in good faith plus all the other extra stuff. In the meantime my husband is extremely uncomfortable. He has told his problem to 5 voice message centers. We finally called the office of the President and got a real human. We’re waiting to see how that turns out.

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Andrew Burns May 26, 2017 at 6:05 pm

Dear Kurt Darrow,

I recently purchased a furniture set at your La-Z-Boy Furniture Gallery in Phoenix, Oregon. The Sales Professional that assisted my wife and I was excellent. She was very professional and knowledgeable. Additionally, we are very happy with the quality and design. Unfortunately, that is the extent of my satisfaction with the La-Z-Boy Furniture Gallery in Phoenix, Oregon.

The furniture I purchased was a special order and therefore it took some time to be delivered. When I called to confirm the delivery date some weeks later, I had the overwhelming sense that once the store had my money they didn’t seem to care as much. The staff was dismissive when I expressed frustration about a delay of the original delivery date.

When the furniture did arrive they made arrangements to deliver it to my home. When the workers were carrying the furniture inside they accidentally put a hole in my wall with the leg of a dining room chair and I discovered that two (2) of the dining room chairs had defects that justified having them replaced.

I immediately called the store and asked to speak with the Manager, whose name is Allen Pfeifer. I let him know the nature of the situation. Again, he was very dismissive and even alluded to the fact that the damage was not caused by the delivery crew (even though my wife watched it happen). He told me he would order the replacement chairs and repair the damage if I sent him pictures. It seemed like a reasonable request so I immediately emailed him pictures of the damage and the defective chairs. He told me it would be another six (6) weeks until the new chairs would be delivered and told me that he would have the damage taken care of.

Fast forward six (6) weeks. I never heard from Allen during that time. No confirmation that the furniture had been ordered, no delivery confirmation, and worst of all nobody ever contacted me to repair the damage to my wall.

The next time I heard from Allen was a phone call letting me know that my chairs were ready for delivery. I expressed frustration that the damage was still not taken care of and let him know that six (6) weeks was plenty of time to have it taken care of. He insisted on delivering the chairs and told me he would take care of the damage at another time.

For obvious reasons I let him know that I would prefer to have the damage taken care of first and then I would accept delivery of the chairs and swap them out for the defective ones. He insisted that I take delivery “in the next 20 minutes” or he would consider me a thief for not accepting delivery. In any case, I reiterated my point of view and he grudgingly agreed to take care of the damage. More than one month later I had not heard from anyone so I reached out to Allen to remind him and encourage him to take care of the situation in a more timely manner.

Today, I decided to make the call to a handyman and have him come and do the repair because it was obvious that Allen was not going to do as he promised. I paid the man for his time and materials and asked for a receipt. I sent Allen an email asking him to confirm a reimbursement for the invoice. He refused to reimburse me directly. He told me that he would only reimburse the handyman. I had already paid for the work.

This is a really unfortunate situation because in the whole scheme of things none of it was that big of a deal. Deliveries get delayed and delivery people sometimes make mistakes. We are all only human.

I operate a dealership group in the Pacific Northwest. I know very well that customers can be difficult to deal with and I have never believed in the philosophy, “the customer is always right”, but I felt you should know that I have never been as disgusted with poor customer service as I am in this case.

If you’ve read this far, then please accept my gratitude for hearing me out. I reached out to you because Allen informed me that he is the “owner” of the store in Oregon and that he does not “have a boss.

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D Orlando May 26, 2017 at 10:14 am

We purchased a dual reclining sofa from our local Lazboy store and it was delivered to us a little over a year ago, March 2016. It seemed fine in the beginning with a few hiccups that service techs were able to correct. When I had family visiting in the fall, 2016, one of them couldn’t sit on the sofa as he found it uncomfortable for his back. Another sat with a pillow behind her back. I thought it was just them. Then, the more we used it (only 2 of us in the house so no animal or child abuse), we began having to use pillows, as well. I sit with a bed pillow behind my back on one of the recliners and my husband with a bed pillow and another small one under his bottom. Even with these pillows, we are uncomfortable. VERY sorry we purchased this product and VERY disappointed that, after almost $2000, we have a sofa we absolutely hate. You think you are buying quality but, as with many things, the quality just isn’t there. It’s a shame. Lazboy doesn’t have the quality or customer service they used to and I’m hearing that from more and more people I talk to.

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Peggy Young May 26, 2017 at 8:17 am

I bought a recliner in 1998 for my husbands B-day 3 years ago i decided to get him another one, i searched for one closest to the one we have. I regret doing that!!! The recliner is made so cheap! I brought the 19 year old one back inside! Its now “my”favorite chair! Just cant give it up. I will never buy another one as the quality is so poor! corporate office needs to get off the phone,out of the chair, and go to factory and see how cheap these chairs are being made nowadays. I would be willing to possibly donate this one so corporate can disect,and take notes on real quality.andNeedless to say, where i bought the cheap made lazyboy recliner, there responce was pretty much… its your problem… .

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Rick Zieroff May 16, 2017 at 8:19 pm

We ordered your Serta Comfort Plus that Lazy Boy has been on sale for the last 3 weeks. The mattress and box spring where not what the comfort plus. I know that Lazy Boy is a good company but this bait and switch is not executable. Very upset customer.

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Reading, PA May 16, 2017 at 12:17 pm

What terrible service in the Reading store. we were told after having issues with our purchase, too bad. We don’t deal with that! And they are going to get it back if we have to dump it in the parking lot! Such rude arrogant staff. We just sell the stuff ! What jerks. Run from the store, they make good on nothing!

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Cindy. Reading, PA May 16, 2017 at 11:36 am

Run! Run from the store. They are the rudest staff ever. You would have thought we were dirt under their feet. The manager in Reading was extremely rude to us. ” We just sell the stuff!” she said. I hope the company knows she is saying this to customers. No help at all offered. The quality is very poor. The couch springs are shot, the cushioning on the arm rest has moved out of place. And that’s on the furniture they delivered a month ago! Do not buy this furniture! Run from this ignorant staff in the Reading store. We will never buy Laz-Z-Boy furniture ever again. The quality is awful and you pay top dollar. We expected the same quality as always. And the manager of the store was very rude to us. NO More La-zBoy for us ever again!

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Deb Gruet May 12, 2017 at 11:24 am

I was skeptical about purchasing any lazboy furniture because of negative complaints in past years. In August 2016 we were in the market for new recliner chairs..After a number of trips to a group of furniture stores to try out different models we made our decision. Power recliners with lumbar and head adjustment as well as memory foam seat with a price of $1,500.00 each.. now we were excited they would be the last chairs we would need since we are in our sunset years!!! We received our chairs in November and within 1 week my chair did not recline properly. Repair was made by a technician from the furniture store. the repair lasted 1 week and the repair person was out again. He replaced a power supply pack. Approximately 3 or 4 weeks later I noticed the chair lumbar mechanisms did not line up properly with my lumbar area..the repairman came out and said nothing could be done. It was suggested I purchase a seat pad to correct the problem. The chair had very little back padding so i do not have proper support. My husbands chair is bit more bulky and is a different style. We paid for what we thought was the best quality power recliner chairs lazboy made..

Needless to say, we are very disappointed in the quality of the chairs and we look forward to some relief and/ or replacement of my chair.

Sincerely,

D.D. Gruet

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Dennis Zanoni May 11, 2017 at 2:49 pm

Long story short, They make almost everyone sign I no refund/exchange disclaimer, by saying its “special order”. I picked the fabric that was stock on the side of the sofa. They said the frame was already built and it would take a few weeks and not to worry about the delivery date. It made sense, so I said ok. I called to check on my sofa the guy was rude and talked down to me. They said I had to wait about 3 more weeks even though it was already the 1 month mark. I told him I no longer wanted it because he was rude and I had several issues in the store, he laughed and said basically tough because I signed the paper. It has been 6 months and I do not have my sofa and I am still having issues with them. I regret the day I walked into La-Z-Boy.

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michael coffey May 11, 2017 at 3:12 pm

File a dispute with your credit card company.

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michael coffey May 11, 2017 at 1:29 pm

This company is a Joke! Trust me and spend your hard earned money somewhere else. To start, we were supposed to get the Laurel sofa for $739.99 plus $100 off for a ”weekend special” we never received discount and I called complained about it to NO resolve. Now 4 weeks later we get the new chair and sofa delivered and we test it with water like the demonstration in store for their Ultrashield spray liquid/stain repellent. In store the demonstration clearly repels all liquids in which water was used totally beaded and ran off the tissue that was used. This is clearly what we thought we were purchasing. We decided to use bottled water as the sales associate did in store and it clearly and totally absorbed into the fabric cushions of the sofa and chair that was just delivered. I then call LaZBoy in Rockville Indiana and now she tells me along with store management that it depends on the fabric you purchase in order for it to repel liquids. This is absolute FRAUD! We were Never told this before purchasing and spending $192 to spray Ultrashield protection! So, I then proceeded to call LaZBoy corporate offices in Michigan and they are telling me the same garbage and that they would not refund our $192. The management that I spoke with at corporate tells me that this has been an ongoing problem and nothing is being done about it. I insisted to speak to her boss and of course they were not available. I then insisted on higher management be aware of this so called problem. It should not make ANY difference what type of fabric it is if it is treated to repel liquids as per the demonstration that was shown to us in their store. If I would purchased Scotchgurad in a can at WalMart it would repel liquids of Any kind on Any fabric. This is a disgrace and FRAUD. It is bottom line BAD BUSINESS! We will never purchase LaZBoy furniture again! Like I stated at the top of this review GO SOMEWHERE ELSE to purchase new furniture!

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Karen May 6, 2017 at 4:43 pm

I purchased a recliner about a month ago. My prior chair lasted for 15 years. I had to pay EXTRA to get the color I wanted so ended up spending almost $1000. Within 2 weeks, I was not happy! The “stuffing” was so soft I could feel the springs in the back. They did send someone and put some foam in it. The arms stuffing has compressed badly and I have now been told this is normal wear & tear. REALLY…after 2-3 weeks?? Wish I had not spent this money & will for sure will not purchase any furniture in the future. VERY unhappy customer!!

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michael coffey May 11, 2017 at 3:15 pm

File a dispute with your credit card company.

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Dorren May 1, 2017 at 7:21 pm

Glad I was reading all the reviews, needed to buy furniture for my new home. Will not be going to La z boy for sure. Poor customer service means no shopping there.

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Michelle Landers May 1, 2017 at 12:51 pm

I had a lazy boy recliner for 25 years and that one was very good. We purchased two leather recliners four and a half years ago, to find out it was a rolled leather and is falling apart. We found out that it was not a real leather, the price did not reflect that it was of cheaper material. Don’t trust that the name lazy boy means good quality any more. I will not purchase lazy boy products again.

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N koepfer May 10, 2017 at 9:11 pm

Bought a “leather” recliner from la-z-boy and within the first couple months it peeled and the seam completely split. Paid for the extra Warranty only to find out they refused to replace or fix anything. My mom called the # they told her to and the man told her she should just buy a new one cause it would cost more to fix this one. Complete BS!! I’m now stuck with a chair that I have to put a sheet over so the peeling doesn’t stick to our skin or be all over our clothing. Will never buy from this company again!!!!!!

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michael coffey May 11, 2017 at 3:17 pm

File a dispute of purchase charges with the credit card company. Hope this helps. I agree this company is a JOKE!

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Robin April 27, 2017 at 12:26 pm

I purchased the Addison sectional from the Abington, PA store. I received it when I moved in November, 2016. In March, 2017, I noticed that the sectional was fraying in a spot. The material is a beige weave. The stitching is coming apart and pulling out. Someone from the company came out and took a picture of the spot. He then told me to get a beard cutter to shave the material and that was the company’s solution. It is now April, 2017. I have called customer service and have gone to the store with pictures I took of the sectional. The fraying has gotten worse. A customer service person I spoke with two weeks ago agreed that it is fraying from the first picture they received. I was told to take more pictures where the material is fraying along with the serial numbers on the tags under the sofa. I was unable to lift a section of the sectional because it is very heavy but was able to get under the foot rests of the recliners to take the tag pictures. I also sent in printed out pictures of the sectional. I was then told that someone would have to come out to get the picture of the tag under the corner piece (the one I could not lift). In total, I have had 12 contacts with either the store where it was purchased or customer service in Michigan. I have stated that I want a positive result from this and an even exchange with a new sectional for which I have already paid 6 months on a 36 month contract. The sectional cost $3500 and I was charged a $500 finance fee on an interest free contract. I was told that they could not come out until the middle of May until I called and requested an early service call. That was granted. As for a replacement, I went to the store to pick out other material called iClean, once the sectional is approved for replacement. If not, I already have a plan to get a positive result.

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michael coffey May 11, 2017 at 3:19 pm

File a dispute of purchase charges with your credit card company.

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DEBORAH LEE COSTET April 19, 2017 at 12:03 pm

Lets all get together and start a class action law suit against Lazyboy. Their quality has really gone downhill as well as their customer service… I just bought furniture and one electic recliner doesnt even work from the get go… it is so uncomfortable, I hate it, I am so disappointed..

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michael coffey May 11, 2017 at 3:43 pm

I am totally with you on a class action lawsuit. This company should be out of business. They make promises to buyers and they do not get what they pay for and when it comes to warranties they are useless.

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Tina Phillips May 18, 2017 at 9:10 am

So Michael Coffey, how do we start a class action lawsuit? You can contact me by email. stcphillips at yahoo.com

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Cindy April 10, 2017 at 8:20 pm

Bought two matching “Casey” recliner’s and received them in January 2017. The one arm on the recliner still had plastic inside, you could hear the crunching when you squeeze the arm. The same arm had a large gap where the foam padding did not meet. I called the very next business day to get this fixed, thought it was from way they were sitting in the delivery truck. Customer service sent a technician out and the technician said it needs to be replaced. Six weeks later the replacement came and that technician said it is not a good arm the seam was twisted and he recommended to order a second one. I also said that I’m not very happy with any of the arms on the chairs since they all had gaps between the padding. The foam padding that is in the front does not meet the padding that is on the top, there are gaps on each arm. However, one chair arm had the plastic and a very large gap between the foam padding.

After hearing nothing from customer service about the replacement, I called them and they said they would look into it. After speaking with Rachel, I believe she was a manager in customer service, she said she call me back within four days. Three weeks later I heard nothing, so I called customer service for the fourth or fifth time (loosing track), this time the representative I spoke with said the issues was resolved. I asked to speak with Rachel and the representative would not put her on the phone. I was put on hold twice for about 10 minutes each time. I know they were making a decision on what to do with my complaint. The bottom line is I have to return to my local La-Z-Boy store (actually have to wait for a phone call…that could take months) and order two new chairs. Was told the “Casey” recliners are made that way (not a lot of padding in the arms) and I will have to order something else. I told her I did not want to order any new chairs because these are the chairs I want, I do not want an overstuffed-oversized chair in my living room. I told her I will probably order the same two chairs because that is what I want or I want a refund. The woman said that is not possible and I can only have store credit!

I cannot believe the way I am being treated, it’s sad that a reputable company treats their customers this way. I also believe that the quality of the chairs I received is horrible from what I remember in the show room. I have had many pieces of furniture made by La-Z-Boy and this by far is the poorest quality.

I also want to remark on customer service and the treatment I received, which was horrible! It seems as if there is only one person working in that department because every time I call I’m on hold between 15 to 20 minutes before someone actually talks to you. By the way I never did speak with Rachel again, what kind of manager is she that she made the representative deal with me! I cannot believe that I have been dealing with this for three months!! The customer service representative also told me that two or three emails were sent to me but were returned, don’t you think if more than one Email was returned a phone call is necessary?

Again, very very disappointed and will never buy another piece of furniture from this company! I’ve already told my family and friends about the quality of the furniture and the treatment that I received. Buyer beware!!

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Jesse Barragan April 2, 2017 at 3:03 pm

APRIL 2, 2017 AT 12:10PM MY SPOUSE AND I WENT TO THE LAZY BOY IN DALLAS,TEXAS, LOCATED ON MIDWAY AND 635, TO PURCHASE A SOFA AND TWO RECLINERS. A SALES PERSON BY THE NAME OF VINCE ASK IF HE COULD HELP US AND I TOLD HIM THAT WE WERE SHOPPING FOR SOME PIECES OF FURNITURE AND WOULD CALL HIM WHEN WE HAD QUESTIONS. HE LITERALLY FOLLOWED US AND STALKED US THROUGHOUT THE STORE; I ASKED HIM A QUESTION AND HE HAD “SMART A** ANSWERS.” MY 7 YEAR OLD ASKED HIM HOW MUCH A SOFA COST; AND I KNOW THAT HE IS ONLY 7 YEARS OLD AND HE DOES NOT KNOW ANY BETTER; YET, HE IGNORED HIM AND BECAUSE MY SON IS PERSISTENT, HE ASKED FOR THE LAST TIME, AND HE REPLIED BY SAYING, THERE IS THE TAG PRICE. WE CONTINUE WALKING BUT HE KEPT FOLLOWING US. WE LEFT AND HE FOLLOWED US ALL THE WAY TO THE DOOR, MAYBE TO MAKE SURE WE GOT INTO OUR CAR AND NEVER COME BACK. I DON’T UNDERSTAND, HE WAS VERY NICE TO OTHER CUSTOMERS BUT NOT TO US. I WONDERED IF HE HAD A PROBLEM WITH TWO MEN AND A 7 YEAR OLD, OR BECAUSE WE WERE HISPANIC OR SIMPLY BECAUSE HE IS A TERRIBLE SALES PERSON. IT DOES NOT MATTER, THE FACT IS THAT HE WAS VERY UGLY TO US AND I AM PRAYING THAT THIS IS NOT POLICY FROM LAZY BOY CO. AFTER READING EVERYONE’S POSTS, I DON’T FEEL MY COMPLAINT IS GOING ANYWHERE. THE POSITIVE SIDE OF IT IS THAT I DID NOT PURCHASE ANY FURNITURE. I AM GLAD I DID NOT. I DO HOPE THAT THEIR CORPORATE PEOPLE EMAIL ME AND TELL ME THEY ARE DOING SOMETHING ABOUT IT, OR ELSE, I WILL POST MY CONCERN IN EVERY SOCIAL MEDIA APP.

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Susan March 16, 2017 at 1:45 pm

La-Z-Boy Headquarters
One La-Z-Boy Dr. Monroe, MI 48162
(855) 802-6636

June 15, 2016

Dear Sir/Madam,
I am writing today to complain of the poor service I received from your company since February 2, 2017. We purchased a sectional from our local La-Z-Boy 12190 Tributary Lane, Rancho Cordova, CA 95670. The power to the recliner went out and the service representative ordered the parts to my understanding the very same day.
As of March 15, 2017 is when I finally received the parts, however this situation has been anything but pleasant. From the initial service representative visit to the following circumstances as follows;
February 28, 2017 0845 called 1-800-866-9636 spoke with a Brandi She gave me a # 4BP720D111277FN000 evidently this is a stock number, don’t know what I’m to do with that, therefore I called the corporate office number for La-Z-Boy, here’s where I was referred to Fran Johnson
I had left messages on 2/28/17 @ 0900 left her a voice mail to please call me back regarding this matter, did not receive a call back from her,
Called March 3, 2017 @0815 left a voice mail to please call me back regarding this matter no return call. As a Customer Service Supervisor is it that hard to take 5 minutes out of your day to return a call to a customer to inform them of what you plan to do to assist said customer in resolving the matter at hand? I did not even receive the common courtesy of Customer Service 101.
March 5, 2017 at 1510 I spoke with a Rachel from number 734-242-1444 regarding the parts needed for the power recliner, who is this Rachel person? I didn’t leave any messages for her? Where is this person coming from? Again common courtesy in Customer Service 101 not being applied. Please don’t make your customers assume it is your third party administrator’s fault in this matter, it is the LA-Z-BOY’S fault for the lack of information given to your third party administrator in a timely matter, which the third party administrator has to intern soften the blow to the customer.
March 6, 2017 @ 1235 Rachel called parts have been found, the parts will be sent within 2 to 3 days supposedly parts are being expedited, really this is your idea of parts being expedited I receive them on March 15, 2017.
On March 6, 2017 @ 1245 I received a call from Diana 1-800-866-9636 she informed me that she received conformation the parts have been located.
On March 8, 2017 0915 I again spoke with Diana she stated she was waiting for a conformation notice from La-Z-Boy via e-mail notifying her that the parts were indeed in the warehouse and were being sent, and she should hear back from La-Z-Boy by the end of the day. Diana stated she was very sorry for the inconvenience regarding this matter. Dare I say “DING” “DING” “DING” Customer Service 101 has been meant.”
March 9, 2017 @ 1015 Left a voice mail for Fran Johnson to see if La-Z-Boy can confirm the parts are truly in the warehouse and have been shipped. No response. Yet another failure in Customer Service 101. Yet this is a Supervisor great.
March 10, 2017 Left a voice mail for Robert M as of 1415 March 28, 2017 no return call. This is yet another Supervisor. I am now very exasperated trying to deal with anyone at La-Z-Boy
March 14, 2017 @ 0910 Left another message for Robert M. @ 0912 left a message for neither Brenda, not one return call from Fran, Robert nor Brenda. It is my understanding these are all Supervisors and not one of them has the common courtesy of Customer Service 101. At 1540 I received a call from Rachel by this time I’m done with the lame feeble, weak, thin, flimsy, poor excuses. Really as a consumer Rachel would be pretty irritated, I would be too if not one not two but three Supervisors passed a customer off on me when they have no intentions of personal reaching out to a customer, I found very little to no comfort in that conversation. Rachel was kind enough to provide me with the UPS Tracking number 1Z3156020309867496.
March 15, 2017 1050 I once again spoke with your PBX Operator Laura her kind calm, comforting words and her true efforts, and honest assistance she provided was phenomenal, just saying your Supervisors should take notes and implement them on how to truly treat a customer that is having issues with your company.
Comfort Care your third party administrator representative Diana has been working tirelessly and is extraordinary in her Customer Service proficiencies. Thank God you have an impeccable third party administration that is the epitome of Customer Service, because what I have been through with your Supervisors your company in general I am disgusted, disheartened, and never ever do I want to experience such blatant disregard for a human being.
As it is now you’re an awful company, not one of your Supervisors have offered nothing by way of apology, I am most annoyed that I wasted so much time and money with La-Z-Boy my impression of your awful company has been tarnished, and I am now concerned if anything else goes wrong with my furniture I will endure this anguish all over again.
I trust this is not the way your awful company wishes to conduct business with valued customers—I have been in customer service as well as with a third party administrative company for 40 years I have never encountered such treatment before. I would welcome the opportunity to discuss matters further and to learn of how you propose to prevent a similar situation from recurring. I look forward to hearing from you.

Regards,

Susan McIntyre Wilson

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Sheryl McKeown Harper March 9, 2017 at 3:17 pm

Update. Wish I had not had to complain, but once lazy boy decided to fix it they really stepped up. Sent a truck today rather than the 23rd with just our order, waived delivery fee, gave us protection plan free and refunded $200. The staff at local corporate was awesome as we’re delivery guys. Once my complaint hit the CEO’s desk they fixed it fast. Thanks Lazy boy

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Sheryl March 6, 2017 at 3:28 pm

We ordered furniture Jan 1st 2017. Delivery was promised 5-7 weeks (feb 15th-ish). We are being told March 16th. I have called various people to no avail. Most are rude. I got one lady to call me back who appeared to care enough to call the store to see what she could do and/or provide some credit for the inconvenience. I have yet to hear back from her. And cannot get a hold of her. The staff is blocking attempts to contact her. Will not provide an email address. None of the things they offer to do are helpful or effective. Continuing to contact the store on my behalf is stupid.
The receptionist, when I asked to speak to Laura put me through to an automated menu. I called back and tried to say I wasn’t sure what to push to get Laura. Interuputed me and said push 3 and dumped me back in the system. 20 mins later I got a human who kept asking me questions that didn’t apply to my situation. I just want to speak to Laura. She says “ok, go ahead”. Go ahead what? Tell me why you are calling so I can see if she is available. Frustrated. I go through it again. on hold. I am informed there are two Laura’s and they are not sure to which I talked. One is there one is not. The one that is there does’t recall talking to me. She then offers to either call the store on my behalf or leave an email for Laura. I ask if I can just send an email to Laura. She says she cannot give out her work email. This place is like smoke and mirrors. No one has any answers, you can’t get a hold of anyone and no one cares.
The corporate office is rude and inefficient. I have finally left a message for the CEO. This is our first large furniture purchase and I am ready to cry.
So angry I just want to cancel the order. I don’t want their furniture in my home.

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michael coffey May 11, 2017 at 3:21 pm

File a dispute of charges with your credit card company.

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TROY GRAY March 2, 2017 at 5:33 pm

I find it ironic and misleading that you would call your CUSTOMER CARE DEPARTMENT just that. They are anything but that. I will never buy another item from LAZY BOY and I will post the truth about this company and their lame ways of customer care.
If in fact someone does I can be reached through the Rockwall Texas store where I purchased the $5500 custom recliner.

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Thais Menges February 13, 2017 at 11:39 am

I purchased a set of three seating group. The love seat with console is the one I am having a problem with. It was delivered May 19, 2016. My dog had a milk bone on it and it stuck. When I took it off it pulled the color off the seat. I am not pleased, to say the least! I thought I was buying quality furniture, I had no idea that the product was so poorly made. I would like to get this resolved. I have been trying to call the service number but they told me they will not do anything about it. I would like to talk to someone in charge from corporate about this matter. The furniture was purchased at Lazy Boy in Kalamazoo last year in March but the couch in question was not delivered until May 19, 2016.
Please get back to me at 269-535-XXXX
Three Rivers, MI. 49093

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Stephen Snyder February 9, 2017 at 12:18 pm

Purchased chair and end tables from Lazy Boy store on Fort Meyers Florida on Cleveland Ave. Advised that all items except one end table would be delivered on 2/8. One end table was out of stock and would be delivered in a month. The item was model # 190-915. On 2/8 everything was delivered including the item that was supposedly out of stock. That item was obviously damaged. The delivery man said it was unrepairable and we would get a new one. We called the store and spoke with Pete the manager who said we had to bring the table back and our only choice was to accept the table that was on the floor. Pete then hung up the phone.

I am over 70 years old and I cannot bring an end table back to the store. The table has multiple deep chips on one side.. We want the current table picked up and replaced by a new undamaged one. We paid $150 for delivery. To require a customer to bring back furniture is ridiculous and the only option is to accept a floor model in place of a defective model is beyond the realm of reason.

Steve and Sandy Snyder

9
9

9 Model Number

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Tina Phillips February 7, 2017 at 6:50 pm

Does Mr. Darrow or Riccio Jr. or Kincaid even care about all these complaints. I have a long one as well and after reading these recent complaints, I’m thinking it is better to contact an attorney. This is ridiculous. I understand needing to make a profit, but there won’t be a profit left if there is no more customers. I suggest you make things right. Maybe you need to go on Undercover Boss and just see how your company is being represented. Oh, that would mean you cared. Excuse me, I wasn’t thinking.

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Kimberly Samuels February 3, 2017 at 10:01 am

This order started last year. We ordered a leather sofa and love seat. When it arrived is was poorly made. So we refused it.
Went into Lazy Boy of company, Pa. Ordered a much more expensive , better leather sofa and love seat. Waited for delivery. Sofa was ok , refused delivery on love seat. Poorly made.
Waited for replacement. Took replacement. Within 2 months the arms started to collapse. Called and waited 4 weeks for repairman. He took one look at it and said he needed to order parts. He then left.
Waited 6 weeks for parts to arrive, another 3 weeks for repairman to return. He then stated he could not repair this.
Back to EXTON. Reordered a new love seat. Waited for delivery. Again the love seat arrived. And again the arms were bad. Refused delivery.
Back to EXTON. Decided to order 2 ODEN recliners instead. Waited for delivery.
When they arrived the material (which was a pattern) was so not matched it made my eyes hurt. Refused again
Back to EXTON. This time we thought , OK we will pay another almost $900.00 and get the ODEN recliners in the same leather as the sofa. Waited for 6 weeks.
They arrived yesterday. REFUSED them again.. This time the arms on these were again not right and the side was not taught. We could feel the wood frame and the center of the arms were almost hollow.

All I want is my money back. This company use to be the place to go. The quality that LAZY BOY states and advertises is false. The customer service department is rude and very hard to work with.
I have spent at lease 40 hours waiting, asking, ordering and arguing with this company.

The only reason we kept reordering was because the manager Ron at EXTON worked with us over , over again trying to make us happy and complete.

He is one of the best people I have worked with. It is sad that the LAZY BOY COMPANY he works for is so bad.
As of today I am waiting for someone to contact me.
I will call the Better Business Bureau and make a complaint. But I do not think that will help me now.
LAZY BOY what happened to you? This company is the worst I have ever dealt with.
Please just refund my MONEY$$$$$$$$.

I am sure they will not get back to me . If you are reading this please save yourself , and do not order from the.

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Mary Kay Dunne January 31, 2017 at 10:49 am

Beyond frustrated! Have been waiting on a repair for my Dad’s recliner for well over a month!! My Dad is disabled and purchased this chair so that he could easily elevate his legs. Paid over $1500 for what we thought would be a quality chair. The chair broke and we can not get anyone to fix it. Paid the extra money for a warranty but it is useless. Called for a service call but due to the holidays we had to wait for someone to come out until January 6th. And we have been waiting ever since for a part to be ordered, delivered, and the chair to be fixed. The Orland Park, IL store manager was absolutely no help. He said they just sell the furniture. They don’t repair it. Because of my father’s health issues he has been confined to his bed for a month now with no end in sight. This will the last purchase we make at Lazy Boy and we will tell everyone the same. If we can’t get this fixed, we will likely have to go to another store and purchase a new chair. So upset by the lack of communication and the lack of ownership of the problem. It is “no one’s” issue.

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Tina Phillips February 7, 2017 at 6:34 pm

Dear Mary,
You need to call and make sure the tech ordered it. For some reason mine did not go through till I called 4 weeks later to find out they were waiting to hear back from the repair tech. It would be silly for me to think they could call the customer for questions or possibly just to let us know the order had been delayed.

Been there, done that.
Tina Phillips

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Kimberly Dustman January 26, 2017 at 12:34 pm

Beyond frustrated and disappointed! In November 2016, I purchased a couch, ottoman, 2 over-sized chairs, coffee table, side table and end table from the Cuyahoga Falls, Ohio Gallery. Upon delivery, the couch seam was not centered, the coffee table has a small nick ( which I have overlooked), the ottoman and 1 of the over-sized chairs have completely different legs and color than the rest of the furniture and the end table was not delivered as it was damaged. I contacted the store and they re-ordered another end table. Almost a month later, I was contacted that the 2nd table was in Columbus and when could they schedule a delivery appointment. Rather than have it delivered, I would pick it up at the store on 1-25-17. I was contacted 1-26-17 by the store and the 2nd table is also ruined!! They have to re-order a 3rd table!!!!! Are you kidding me????
I contacted Comfort Care regarding the couch. The first call, customer service stated La-Z-Boy has a “Variance Allowance” on their furniture. I replied, at the time of purchase I was not informed by the Salesman or anyone else in the store that they have this “Allowance” for imperfections on their furniture. She stated, “Well, of course they are not going to tell you that.” Really? If I would have known when I ordered furniture from La-Z-Boy there is a “Variance Allowance” I would have purchased furniture elsewhere. After I expressed that this was unacceptable, she stated she would escalate the request and call me back. She left a message they ordered the part to repair the couch and that I would need to contact them to send a technician out once the part arrived. As I have not received the part I contacted Comfort Care 1-26-17 to inquiry on the status. The customer service rep stated it was delivered 1-24-17. I do not have the part so I asked for the credit. At this point, I am so frustrated and extremely unsatisfied with quality and customer service with La-Z-Boy Furniture I do not want them repairing the couch for fear it will look worse! I will expense the repair of the couch out of my own pocket. The customer service is also extremely poor. Not at any time when speaking with Comfort Care did I receive an apology or we want to ensure you are satisfied with our product or will do whatever it takes to make your experience with us a positive one. NOT ONE TIME!!!!! I WILL NEVER PURCHASE FROM LA-Z-BOY FURNITURE AGAIN AND I WILL DEFINITELY SHARE MY UNPLEASANT EXPERIENCE WITH EVERYONE!!!!

Kim Dustman – Akron Ohio

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NANCY MAJOR January 13, 2017 at 11:44 am

I HAVE BEEN A LAZYBOY CUSTOMER FOR OVER 25 YEARS. I HAVE PURCHASED 2 LAZYBOY RECLINERS 10 YEARS AGO BRAND NEW, PAYING OVER $2100 FOR THEM.
SO FAR THE NEWEST ONES I BOUGHT ARE DOING OK. I ALSO BOUGHT 2 LAZYBOY RECLINERS OVER 25 YEARS AGO. ONE OF THE SEAT SPRINGS BROKE ON ONE OF THE OLDER RECLINER. CALLED FOR REPAIR FOR THE OLDER RECLINERS WITH THE BROKEN SPRING REFERENCE # 274236. THEY PROMISED TO SEND A REPAIR MAN OUT TO REPLACE ALL 5 SPRINGS IN THE OLDER RECLINER THAT NEEDED REPAIR. SO FAR NO REPLY. CALLED CORPERATE OFFICE TO TALK TO THE HEAD CEO AND ONLY GOT AN ANSWERING MACHINE. I WENT TO PURCHASE A 3 SEAT 2 SEAT LEATHER RECLINER AND THE STORE WANTED OVER $3000.00. WENT TO BAERS AND GOT THE SAME RECLINER FOR $2226.04 ON CREDIT. UNLESS LAZYBOY OF PEMBROKE PINES CAN CONVINCE ME THEY CAN DO BETTER, I AM NO LONGER SHOPPING AT LAZYBOYS ANY MORE.

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MJ Francois January 10, 2017 at 5:19 pm

I am SO disappointed in this Lazy Boy at 16011 S LaGrange Rd in Orland Park! I have taken my mother shopping here before, but the recent experience warrants notice. My 88 year old mother wanted an ottoman. Lazy Boy was having a sale, and we’d purchased a fine chair for her there a few years prior. The ottoman she picked out on Dec 6, 2016 was on sale. She paid $369.23 for the one she’d selected. But they wouldn’t let us take the one they had there in the showroom. They had to get another one delivered to the store. It was supposed to have been in the store by Jan 9. Since I had not yet received the pickup call, I called them. Now it wouldn’t be in the store until Jan 18, and they can’t even tell me when on Jan 18. I told mom and she asked me to cancel the order.

I live 60 miles from her house, so I stopped there on Jan 10 on my way home from her house to cancel the order. They informed me that I couldn’t, and that I could not get her a refund. I feel they’ve not upheld their part of the bargain by not having the item available as promised in the store nor by the promised date. But they will not give a refund. The sales manager was unyielding. He said I could take the ottoman in the store (why wouldn’t they let us have that a month ago?) Since I was on my way home and could not immediately get someone else to pick it up, I had to decline.

My mother has waited long enough. She is exploring other options. $369.23 is a lot for someone on Social Security. This is not the sort of business I want to deal with.

Lazy Boy is made in America. I’d like to support that, but when Lazy Boy doesn’t live up to their customers’ expectations, they don’t deserve to have the business. They only care about their profits, not what works for customers. If they did, they’d sell items that were actually available, keep their word on when they would be available, and be fair regarding giving a refund when they don’t live up to their end of the bargain, which was Jan 9. My mother paid for this item up front. That won’t happen again. But Lazy Boy has not done the right thing in too many ways.

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Chuck and Donna Winter January 7, 2017 at 9:00 am

I don’t usually do this type of thing, but I’ve owned La-Z-Boy furniture for the last 25 years and I’ve never been disappointed like I am now. I had my last living room set for 15 years and it still looked as good when I sold it as it did when I bought it. The set I now own, a sofa, oversized chair, recliner, ottoman, 2 lamps and 3 tables, which we paid over $6,000 for less than 3 years ago, looks terrible! $6,178! And it looks terrible! The sofa, chair and ottoman have pilled so badly that I try to sit there and pick them off to no avail. We even got lifetime fabric protection on all of the fabric, but the ottoman looks horrible! And no one wears shoes in my house so that’s not to blame. After less than 3 years I’m going to take it to have it reupholstered at my expense! That’s not right! We thought we’d have this furniture for the next 20 years. I’d have been better off buying from Rooms to Go or Big Lots for that matter – at least it wouldn’t have cost me over $6,000. I’ll never buy La-Z-Boy again, that’s for sure! And I certainly won’t continue recommending family and friends to buy La-Z-Boy like I have for the last 25 years. We were definitely sold a bill of goods this time. What happened to this company? It used to be such good furniture.

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CAROL ARMALY December 20, 2016 at 3:43 pm

The Manager
LAZYBOY FURNITURE GALLERIES
2600 Sawgrass Mill Circle,
Sunrise FL 33323
USA

ATTENTION: DESIRE JONES, Sales Assoc.

We are in receipt of the furniture purchased on November 19, 2016 as per the attached copy of our invoice.

Regretfully, we are extremely disappointed with both layback chairs – ODON 2 MOTOR MSSG/HEAT PWR REC XR (marked in pink on the invoice)

The ‘layback & feet up’ functions on both chairs has actually ‘exploded’ and shattered into small pieces.
Upon turning the chairs on their sides to examining the setup – we found that the product is cheaply made – a mix of metal and plastic – with missing ‘C’ clips for holding in the rods.

Either the chairs were assembled incorrectly by Lazyboy or the cheap metal or plastic makeup of the moving parts has caused this mess with the chairs.

To this end, we are claiming back from Lazyboy the full landed cost on these two chairs, including the duty and freight, we had to pay getting the chairs to us, totaling $5,245.81.

(The two chairs were $2399.98 plus tax of $69.60. The freight on the chairs would have been approx. $95.00 and the duty plus VAT would have been $2681.23 (45% + 7.5% of landed cost) making a total of our claim $5,245.81. Also attached is a copy of our freight & duty bill for your reference.)

We look forward to your response in due course.

Sincerely
Michelle for CAROL ARMALY, NASSAU BAHAMAS

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Anna December 11, 2016 at 10:27 am

We were given a lazy boy recliner as a Xmas gift that was purchased at Audubon Furniture. Within a couple months, the seams on one side of the chair completely ripped out. I called them, and was told I needed a receipt to get it fixed. We had the receipt however they didn’t date it! While waiting on the credit card company, the seams on the other side also came apart. Audubon furniture eventually came out, picked up the chair and the driver says this chair wasn’t built right. The seams ripped as the manufacturer forgot to put the padding in both sides. He says hopefully I’ll be bringing you a new chair in a couple weeks. That of course wasn’t the case. A couple weeks later they brought back my chair that had been “repaired”. No padding added to the sides, and they had attempted to sew & staple fabric down. Fast forward about 4 weeks and once again the seams ripped on side one worse then the first time. I called them and they said they would pick it up. Two weeks later and I never heard from them, so we brought the chair to them ourselves. The gentleman that was working at the store accused us of trying to ruin the chair on both occasions as he says no one ever has issues with lazy boy. Ha! After reading all the complaints I know that is far from the truth. I am not asking for my money back…yet. I just want this piece of junk, lemon replaced with the chair that is made properly. A $500 recliner (sale price) should not rip at the seams within months. They tell me lazy boy never replaces, just fixes. Prove them wrong.

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KJ December 6, 2016 at 2:29 pm

I’m so frustrated and disappointed in my purchase with LazyBoy. However, dealing with the Sales Staff (Whitney and Eric) has been great. Unfortunately, receiving BRAND NEW furniture (Leather Sofa and Love Seat) has not been a delight. One of the main reasons I did not go with electric reclining is for fear when it breaks and the EXPENSIVE cost to have it. My sofa when reclining sticks. The seat on the right side of the Love Seat sinks. As well as the seat on the right side of the sofa. Which is mind boggling. I spent THOUSANDS of dollars on this set and the third party vendor, RAPID RESPONSE, is very nonchalant. I have told the Service Dept I don’t care if I have to call once a week or daily to get this correct since they won’t replace it nor have they offered to give some type of refund. This has been the most FRUSTRATING and INFURIATING experience I have ever had with a supposed reputable furniture company. I feel as though I would have been better off going to Raymour and Flanigan or BJs Wholesale Warehouse to receive the same quality, less expensive and customer service. This is HORRIBLE!!! I have asked to speak with Management and they avoid that like the plague. I hope someone from Upper Management reads this complaint, steps up to the plate and rectifies this and do the right thing.

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Sharon December 3, 2016 at 1:37 pm

I bought 2 power recliners delivered 3:30 pm day before Thanksgiving…. enjoyed the holiday sat down to enjoy our new chairs Thanksgiving day at 3:00 pm. Power goes out on the one chair…. call Friday Morning…..takes a week to get service to come look…. he says yes chair is bad. Parts will take 8-10 days and another 8-10 days to change everything out!!!! May not be done before Christmas. Went to store today 12-3-16 said nothing can be done but wait for parts. Sorry!! Incredible horrible experience. Will never recommend This company in fact will highly discourage anyone from buying with this type of response! Very disappointed. Spent a lot of money for chairs we can’t use.

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Gabriel Fernandes November 30, 2016 at 3:51 pm

I purchased a recliner off the floor of your location in Wayne, NJ for my father who just had open heart surgery and needed something comfortable and convenient for him to use during his recovery. The reason for purchasing a floor model was because of timeframe and unable to wait for the available delivery days given to us. Unfortunately, the recliner we purchased does not work to assist my father in his recovery and we called to request a return. We were denied a return based on the fact that we purchased a floor model. However, at the time of purchase we were never told that if purchasing a floor model we would not be able to return it. Furthermore, we were told on four separate occasions during the time of purchase that we had three days to return the recliner and again were never told that the return policy of three days did not apply to this purchase. I find it unacceptable that the store associates failed to mention this and now want us to keep an item we cannot use. I have reached out to the store as well as the customer care number and no one has been able to help resolve the situation. It is one thing if the store had advised us of the return policy with floor models and we made the decision to proceed with the purchase, but it is another when we are misled by the store associates on the return policy to gain a sale.

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lisa romano November 16, 2016 at 10:04 pm

October 27, 2016

To whom it may concern.
I placed an order at your Lakeside store for a sofa and loveseat.
I waited and received the delivery, delighted at my purchase, until I noticed the grease mark on the sofa. The driver noted the grease mark on the paperwork. Within days your cleaning tech arrived. He explained he wouldn’t be able to clean it. He noted it, turned in the paperwork to the office. Within weeks I was notified that I would need to reselect. I told them the sofa and love seat were a matching set [Deco ], and I loved it and just wanted the same thing. A couple days after that phone conversation, I was informed that the sofa [deco] was discontinued. I reminded the manager, Sonya that the couch [damaged] and loveseat were bought together and it was a set. She apologized, and said to come in and reselect. I did. I was told that because the love seat wasn’t damaged and it was still currant, it wouldn’t be credited. Only the sofa would be.
Everyone has been extremely nice, but that doesn’t take care of the issue.

–I ordered a sofa and loveseat together. They are next to each other in the same room.
–Sofa came in damaged. Couldn’t be reordered because it was discontinued
–credit would be given for sofa [received damaged/ discontinued] and not loveseat which was purchased to match.

I have been very tolerant toward the unfortunate situation. It’s incredibly unfair that your company is not offering a full credit for BOTH pieces. It’s in no means my fault. I have already re-selected, and the store is waiting to hear back from you the corporate office for credit on both pieces to move forward.

I’m sure, if this was happening to you personally—you wouldn’t stand for such unfair treatment.

I look forward to your speedy response.

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Scottie Page November 14, 2016 at 4:53 pm

I bought two recliners about two years ago , and these are the WORST chairs I have ever owned . From day one they have creeked I am 6 foot 3 and my feet swing from the air and it’s a struggle to get out of them . Then the backs of them have broken atleast 3 times each . I have taken them in for repairs each time but now for the money I have spent on repairs, I can just go buy new ones . These are sorry chairs and for what I spent on them , I would expect a little better quality . In closing I will never buy another one and I will tell everyone I know the same .

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Julie Mitchell November 10, 2016 at 2:19 pm

I bought a custom leather couch and loveseat set on July 31, 2016. It arrived on 9/10/16. The couch came broken & both pieces have stitching coming out all over the place (they came this way!). I called & they sent a technician out on 10/12/16, it took over a month just to get someone out to take a look at it. They refuse to replace the couch even after the tech said the wood is cracking and the machinery is broken & the stitching is coming out, all they will do is replace parts. Now after less than 2 months, the loveseat is having the same issues with the machinery as the couch, except now the leather is pealing off of both of them & we haven’t even used the couch! I want my money back! The supervisor refuses to give me my money back. If someone doesn’t contact me regarding a refund I will be taking this to “7 on your side” by next week! Your product is crap & you don’t back it up! Unacceptable!

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James Fernandez October 27, 2016 at 6:50 pm

I purchased a new dawson chair and a half, motorized to boot. the purchase was in July, made and delivered at the end of August around the 26 or 28 of 2016. I notice the chair was not reclining the right way about two weeks after I got it. Found out the arms on the foot rest bent. So I contacted them on the 21st of sept. 2016. Less than 30 days of delivery. They sent a repair guy who couldn’t even fix it. He was requesting a replacement. La-Z-Boy led me on saying they will send someone over to asses the replacement request. Not only did they lie to me. They sent over another repair guy over to just make adjustments. The guy who tried to fixed the problem the first time only put the motor on backwards. but the problem was still there. with the new parts on, the arms still wind up bending again. So the new guy just bent it back and twisted it so it would fit and function but now with bent parts. All I was asking for is a replacement. they said they don’t care if it was five minutes in your house they will never replace your furniture. they only repair. Michelle said since they can’t replace it she will not talk with me anymore. It is only right to replace something that was defective from the start. but as I can see here they are just looking to make a buck.

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A Davis October 27, 2016 at 5:21 pm

I purchased a la-z-boy recliner 8-31-2016 I did not receive the chair until Oct the reason because of a specific color. Once i got the chair when i would recline in it or move around in the chair the front of the chair would raise up tilting me backward. Very dangerous I called la-z-boy they sent a technician out which he saw what i was talking about he examined the chair and said there was nothing wrong with the chair , but he admitted the situation was dangerous even telling my husband and I about a story of a man that fell backward while reclined and a cat jumped on him. La- z- boy sent another tech out 10-27-16 I showed him how the chair tilted back when I would recline and move around in the chair. I also showed him my other recliner that were not from la-z-boy I do not have that problem he suggest I stay in one particular position. I told him when I sleep in chair I am going to move. He said that is the way la-z-boy is designed. This chair is very dangerous and I asked him if I fall back ward who is to take the responsibility. I am totally dissatisfied. They can just refund me my money I also took a video of me in the chair showing how the chair lifts up when I am reclined. Also I sent a letter to Corp Office the address I sent it to 1284 North Telegraph Road Monroe MI 48162 They sent my letter back 10-2716 I sent It 10-11-16 Please help

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Shelley Wendland October 24, 2016 at 6:32 pm

I don’t think this will get me ANY attention. I just wanted to say that I once was a fan of LA-Z-Boy but am no longer. Your franchise in Costa Mesa, CA is just a sorry mess. The manager was rude, suggested that I couldn’t return a new delivered custom order because they were not a RENTAL STORE. And that my taste was probably not to their liking anyway. Hello? They wouldn’t let me take home a fabric swatch because I might lose it? WHAT? Glad to see you all made a few billion dollars last year even with shabby customer service and poor quality. I will do my best to make sure no one I know shops there.

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Al October 23, 2016 at 1:21 pm

Very poor service and repair.
Here is the essence of what has happened – a service repair was scheduled for our newest sofa and we were given a date for the repair to be done. We were told we would receive a call the night before for a time frame for the repair. In this way, we could arrange for someone to be home at that time. The call never came. It wasn’t until I called the following morning that I was given a time and we were left scrambling to find someone to be home. This has happened every time we schedule a repair in spite of us asking to be please inform us the night before as they promised they would. To make matters worse, when the repairman arrived this past Friday, the wrong parts had been shipped to our house and now we have to schedule again! We have had a waiting time as long a 20 minutes to speak to someone on the phone.

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Paul and Susan October 1, 2016 at 11:45 am

After reading all the above complaints as well as complaints that have gone unresolved with the BBB, we feel certain that La-Z-Boy only cares about the bottom dollar, not customer satisfaction. We filed a complaint with the BBB about a sectional sofa that was delivered in January. The sofa when arrived had an angled back on each end that reclined. While trying to make a decision about the sofa we had a La-Z-Boy designer come to our house, not once did she or the salesperson tell us the recliner ends would be angled. This is important information, since the first thing you see when you enter the room is the back of the sofa. We had comfort care out several times, the second time the technician told us that unfortunately that was the way the sofa was made and many complaints have been made to La-Z-Boy about this. He also told us his recommendation would be to refund our money. The sofa is coming apart, extra material has been STAPLED together, the quality is terrible. La-Z-Boy offered a credit, however after reading the complaints and actually seeing their finished product that is not something we are interested in. We don’t believe the quality would be any different with another sectional sofa. Also, there is nothing at the store that we saw that we liked. People visiting our home have commented on the quality of the sofa, which offers us some amount of pleasure, because they said they will never shop there after seeing and hearing about our sofa; we feel that eventually La-Z-Boys lack of customer service will put them out of business! Here’s a thought… Why doesn’t La-Z-Boy take the money they pay Brooke Shields to advertise their poorly made furniture and use it to resolve some of their customer complaints!

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Lisa Pawley September 24, 2016 at 9:32 am

La-Z-Boy ain’t what they used to be!! That being said, I also have a complaint about their lack of service after the sale. Today is day 12, and NO ONE, corporate, comfort care department or the store bothers with returning my phone calls or emails. I don’t even know if the part has been shipped to the store yet. My experience is similar to others posted. When my loveseat recliner was received, one side did not recline…upon inspection, it was not assembled completely. The spring was forgotten. One would think that sending a spring would be a simple solution and one that they would resolve expediently. Ofcourse, the initial response was that it was MY fault for not inspecting it. This item was a special order as well, and obviously I could not inspect it before prior to its arrival!! I should have ordered a reclining loveseat from Amazon or Overstocks.com!!

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Bonnie September 14, 2016 at 9:22 am

My husband is a chronic pain patent and has been buying Lazy Boy recliners for 40 years. We purchased another one this past summer and it came in damaged. They said the cushion would be manufactured and sent to the store. The repair is now sitting in our local store waiting for a ‘technician’ to put the chair back together! I just hung up with the corporate office and they did NOTHING to help!! They were rude and unapologetic to say the least. I asked where the technician was coming form that he could not stop by the store and fix the chair. I got no answer. This entire things is beyond approach!!

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Patricia Mazzeo August 29, 2016 at 1:49 pm

About two years ago, I purchased two Power Chairs and a sofa from the local La-Z-Boy store in Egg Harbor Township, NJ. The sofa had to be “special ordered” because of the color and I waited eight weeks for its arrival only to be disappointed from the day it was placed in my house. The back cushions did not match and the sitting cushions were not the same size or height. I have been in constant contact with La-Z-Boy and while the pieces were under warranty, they made several trips out in an attempt to correct the problems. The sofa is no longer under a warranty and they want to charge me $125.00 per visit to fix a sofa that was never fixed from day 1. I spent over $3,500.00 for the chairs and the sofa and I am not happy at all with what I purchased. On the last repair visit, the individual put extra stuffing in the back cushions and supposedly ordered “extra firm” foam cushions for the seats but it lasted two weeks. I will NEVER purchase anything from this company again and I’m thinking of contacting the Channel 3 Consumer Advocate because La-Z-Boy Customer Care only wants to charge me for every trip and the problem is not being solved. NEVER AGAIN.

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CHRISTY August 9, 2016 at 7:03 pm

MY HUSBAND AND I PURCHASED A SOFA/RECLINER COMBO 1 YEAR AGO AND PAID $2500.00 FOR THIS ITEM. ONE OF THE RECLINERS BROKE AND WAS REPAIRED BY THE FURNITURE STORE WE PURCHASED IT FROM BUT AFTER WE PAID TO HAVE IT REPAIRED. IT HAS NOW BROKE AGAIN FOR THE SECOND TIME. GARRETS FURNITURE STORE IN CARLISLE KY IS WHERE IT WAS PURCHASED. THE PEOPLE IN THIS STORE WAS VERY RUDE AND COULD NOT CARE LESS IF OUR COUCH WAS BROKEN OR NOT. WE ARE VERY DISAPPOINTED ABOUT THIS AND WILL NEVER EVER PURCHASE ANOTHER LAZBOY PRODUCT AGAIN. THE COUCH WE PAID $400 DOLLARS FOR 13 YEARS AGO LASTED LONGER! DO NOT EVER PURCHASE A LAZBOY PRODUCT.

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Diane July 11, 2016 at 6:44 pm

I am a senior citizen and live in Indianapolis, In. I recently purchased a couch, 2 recliners, area rug, coffee table, end table, and chair table from the La Z Boy on Southport Road. When the tables were delivered, they were defective, and I contacted my salesman, George, right away. He gave me the phone number for Comfort Care. I called immediately, and a week later, a gentleman came out and took pictures. I’m not talking minor defects, either. The coffee table had a lift up top that didn’t close–about a 1″ gap, 2 of the side pieces of trim were rough, and had chipped veneer, and one piece of wood was about 3/4″ from meeting the leg. The chair table had a chip inside the top drawer, and one of the back legs had a pretty poor job of staining. The end table has chips on the top (in 2 places), chip on bottom shelf and in drawer. So, not minor. After waiting two weeks to hear back from La Z Boy, I called them and they said all they could do was repair the furniture. I said I didn’t want repaired furniture, I paid for and wanted new. They said that’s all they could do. Contacted store manager; he said he didn’t have authority to do anything. I called Corporate Customer Service and they told me they had no jurisdiction, that I had to call Comfort Care. I told her they referred me to her, and she repeated she had no jurisdiction. I called Visa and had the amount put in arbitration. They I went to salesman and told him I wanted a refund and the furniture picked up. He said what did I care, I wasn’t paying for it anyway, it was in arbitration. I then called the Consumer Advocate from our local newspaper, and I’m waiting to see what results he gets. However, it doesn’t sound like La Z Boy cares who we call–they could care less. I have never done business with a company that has absolutely no intention of satisfying or resolving complaints or pleasing customers. I wish I had read this page before I spend thousands of dollars at La Z Boy! What terrible quality of furniture!

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Kathwohl July 7, 2016 at 4:52 pm

I placed an order for a table on May 5, 2016. It still has not arrived. Customer support follow-through has been poor. Not at all happy. A couch was ordered at the same time. . .finally got that after I called–it had been sitting waiting for delivery. . .Delivery for that item was not smooth either. . .
Have tried 2 customer service phone numbers. . .waited 5 minutes on both lines. . .just left hanging. . .

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michele m. June 27, 2016 at 12:19 pm

SHAME ON YOU!!!! We made a very large purchase going back a few months age, we have MADE SEVERAL ATTEMPTS to contact you to let you know how disappointed we are in the quality of the sofa as well as the way it fits in room. We were sold on this through your salesman doing a computer design,,, guess what ?? It looks like somebody dropped a huge piece of furniture in my room!! I am still WAITING for someone to call me back!! Is this the way to run your company?? I left a message a few moments ago with the 2 executives of the company…. lets see if they call me back

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Deborah Trainer June 21, 2016 at 6:57 pm

I must let you know that you are the only company I can think of that has no interest in pleasing their customers. I just spent 9000.00 in your store and I am having a problem with a couple of the pieces. The recliner that I purchased was comfortable in the store but the one I received is hard as a rock. I am disabled and needed this chair for comfort as I am in a chair aprrox. 20 hours a day. After I sat in this chair I needed help getting out of it. I was so very sore and stiff. It is now covered and put away because you don’t stand behind your furniture. I can not afford another one so I am using my old chair that does not go with the furniture I purchased. Also why would you lie and say I saw the end tables that your salesperson recommended? They were not even in your store. He showed me them in a catalog and they looked to me to be black wood and the end tables looked to have a drawer and a cabinet. None of which they were. The material is awful and the craftmanship is very cheap. If I had seen them in the store I never would have purchased them. But again Lazy boy does not stand behind their products. I alreadt notified your bank that I have no intention of paying for the chair or the tables. This is the first company I have come upon that has no interest in pleasing their customers. This is my third set of laz-z-boy furniture and I never had a problem with anything. I didn’t know how you treated customers with problems until now. I need to make sure that anyone who purchases anything from you knows that you will not help them if there is a problem. They would be better off going elsewhere. I am very unhappy and very disappointed with a company I had trusted. Live and learn. I will not give up on this until I get satisfaction. I intend on getting a lawyer and to let as many people as I can know what your company is like. I think lying about the tables was just the final straw. Why don’t you talk to the salesman who was more than happy to take my 9000.00. That is what I spent years saving for to get new furniture. Thank you..Please have someone pick up the recliner and table. I already called the bank and told them I will not pay for these inferior items.

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Ronna Bixby June 14, 2016 at 7:49 pm

I’m a teacher and interpreter for the deaf. I’m retired and on a very modest income. My husband is 20 years my senior, parents I’ll , whom I care for solely and a terminally I’ll sister as well. So, this is particularly upsetting to have to spend time trying to contact someone, that by the looks of the list of complaints, won’t matter to you. I purchased 2, second to top of the line recliners for my home. One was broken, I called and after a few calls, the store, who cared more about delivering the chairs quickly, than any complaints I have… finally sent someone to help. He arrived and was VERY honest about the fact that all he was going to do is replace the broken part with the same part. Nothing would change, and although I was hopeful, he was right. So, I immediately phoned the less than helpful store again. Weeks later. 3rd call, I received a call back from a pee on. Not the manager, as I requested. Then, weeks later, after another call, the manager finally phoned to say the chair would be picked up. Never happened. Meanwhile, the credit company is calling and threatening me. I don’t want a replacement chair from a company that doesn’t do what they say and I don’t trust. You are destroying my credit. Something that I, like YOU have worked very hard to keep clean. Do something! 760 431 ****

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steve ruckman June 12, 2016 at 5:26 pm

my name is steve ruckman and phone number is 815-600-XXXX we purchased 3 recliners at your store here in Bakersfield ca. and one of the chairs when you sit down it feels like like you are sitting on the frame of the chair and we also paid extra for memory foam and also purchased a 3 year warranty on the chairs. we have contacted customer service in san jose ca and we do not get any satisfaction with them
I have contacted the store here in Bakersfield also and customer service never calls me back your company has the worst customer service
The chair has a warranty and they finally called my wife and charged her 218 dollars to repair the chair that no one has ever looked at
please feel free to contact me steve ruckman 815-600-XXXX

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Pat Wheeler June 10, 2016 at 11:40 am

Good luck if you need home repair tech.to your home! Purchased Asher Love seat power Recliner in March.3 weeks later foot rest broke. April, May and June appts with tech.wew cancelled by customer care. Been waiting since March to use chair.!! The day before scheduled repair visit, get call from c.care Dept.to reschedule. This is fourth appt. Rescheduled!! Excuse is no technician. All are injured, I am told.

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David Allen June 7, 2016 at 1:39 am

My wife and I purchased 2 lazy boy recliners not long ago today we repaired the back side of the chair. After opening the zipper and looking at the quality press board it’s put together and the staple like nails it’s put together with I can see why so many of them fall apart in a short period of time. So much for the quality I once believed lazy boy had! One good thing came of it…I’ll never but lazy boy again!

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Robert Dennis June 5, 2016 at 4:37 pm

To Whom it May Concern:

My name is Robert Dennis and my wife brought me a lazy boy as a gift. I am not satisfied with the lazy boy. The store in Waldorf, MD 20601 told me I could not exchange the chair or get a refund. My question to you is, “You do not have a 100% guarantee for your products?” I read your policy and I do not agree with it. I would like a full store credit for the amount that my wife paid for the chair. So that I can choose another chair to my satisfaction.

I will be checking into the laws of Maryland to see if your policy is legal and conforming to Maryland law with the return policy and satisfaction guarantee policy. Those things are missing in your contract. If I cannot reach an agreement with you I will be contacting my state representative why your term and condition of sales does not include 100% guarantee for an exchange policy. I am completely dissatisfied with the terms and conditions of your bill of sale. My sales ticket number is 25-45237 dated May 21, 2016. The store address is 12100 Jefferson Farm PL, Waldorf, MD 20601, with a phone number of (301) 638-4417. The customer information is Vivianese Dennis, Accokeek, MD 20607.

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Deborah Trainer June 22, 2016 at 3:00 am

Maybe we should file a class action law suit. Once you hand over your hard earned money, they could care less about you. I am so upset with them for what they are doing. I can’t even think of another company who treats their customers like this. I asked them to please come and pick up the bad items as I have no intention of paying for defective items. I am just going to pay for the items I am keeping as long as they fix the release mechanism on the sofa. That broke on the first try I am sick inside as I cannot afford to replace these items. How are they still in business??…………………………………………………………………………………………………………………………………………………

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Kay Crites May 27, 2016 at 8:38 pm

Purchased $4000 worth of furniture, couch, loveseat and chair from the Barboursville WV store. The chair had to be delivered three times due to poor craftsmanship. After having the furniture two weeks it began to pill really bad and the color of the furniture faded. I have been trying to get a resolution from Lazy Boy for 6 months now with no results. I have taked to the store manager David Little more than once and he actually hung up on me after telling me he couldn’t help me. I have called comfort care and escalations department more than once with no resolution. Don’t waste your time and money. Their customer service is non existent. I will never purchase anything from them again and will not recommend them to anyone.

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David Allen June 7, 2016 at 1:47 am

People need to quit buying lazy boy and let them go out of business apparently they are very poor business people who have no business running a company like this

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Diana May 27, 2016 at 5:02 pm

I guess Im going to have to let channel 4 take care of my problem with Lazy Boy. They don’t seem to want to take care of it for me. I have been on the phone for 3 days now trying to get a defective chair fixed. So disappointed in Lazy Boy this isn’t how they use to do business. And try to talk to a supervisor I don’t think they have any that work.

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Laurie Kerska May 20, 2016 at 2:09 pm

Roseville, CA. The absolute worst furniture store I have ever dealt with. I believe their store polices are unethical and I warn anyone from buying from them unless you are psychic and know it will be perfect. I found a couch and loveseat I liked. After thinking about it I pad cash for them and at that time I was handed a written contract stating I had 3 days to back out, and once delivered I had 3 days to return with a whopping 30% restock fee!! I was not happy with the furniture, it was extremely uncomfortable, and I called. The sales person told me to give it a bit to break in, my mistake, I agreed. About 2 weeks later I called again stating same issues, I was told they would more take back for a 40% restock fee. Now, a month later I cannot stand the pain of sitting on this furniture any longer. I feel I had no option but to accept the 40% loss, I can’t use the furniture! They are also charging me another fee to pick the furniture up! I said we could bring back, they said no, goes to L.A. where they destroy it, are you serious, they destroy a 30 day old couch and loveseat??? I don’t believe that for one minute, and if they do, have they ever heard of charity? I will tell everyone I know about the unfair business practices this greedy store functions by. GREED IS UGLY.

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Elizabeth Addis May 18, 2016 at 3:28 pm

I purchased a lazy boy recliner in 2013. In 2015 the back of the chair, which was tufted started popping its buttons. In a matter of days, 4 buttons popped off. I finally contacted the furniture store where the chair was purchased and they placed a work order to have it repaired. I have now been informed that the chair was no longer covered under the company warranty. It was only valid for a year. They want to charge $60 an hour to repair the chair.
Now it is easy to see the chair has not had any abuse. The fabric is in excellent condition.
I Thought I was buying a quality product, but apparently not, so when you buy “Lazy Boy” BUYER BEWARE!!!

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Darlene Poore May 16, 2016 at 6:39 pm

Purchased sofa, recliner and chair on 1-10-16. Delivered 2-25-16. Next day after sitting on sofa, I quickly found out it was not the same as one I sat on in store. My feet were about 5 inches from the floor and my back did not reach the back of the sofa. Called local store and all they would say was “you received the furniture you ordered. I told them it was not. Took photos of me on delivered sofa and went to store. Sat on one I ordered with my feet on floor and back on back of sofa. Assistant manager Charlene was very rude and only wanted us to know how hard it would be to get our money back. I left the store crying. On 3-18-16 a service man came out and took measurements of the sofa. It DID NOT meet measurements of one I ordered. They picked up sofa on 5-10-16 for repairs. Here I am on 5-16-16 and still have not gotten my sofa back. Some of the parts were sent to local store instead of warehouse. MORE DELAYS! maybe I need to go to the local news station and let them investigate as to la-z-boys way of doing business. I will never enter the doors of a la Z Boy store again.

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Ruby Randolph May 16, 2016 at 5:10 pm

Every sofa and chair in my house is La-Z-Boy. Purchased another two chairs James A Power XR delivered on 3/3/16. Husband was in hospital for all of March and most of April with bone cancer so they have not been used a lot. We bought the chairs because of the various ways you could move the back, and the feet and the massage and heat features. We believed these chairs would be good for him and they were. His quit working on Sunday – we phoned at 10:00 Monday expecting to get ahold of Customer Service and arrange for a repair. They asked us to leave a message and said they would get back to us. At 1:50 p.m. I still had not heard from anyone. I phoned again and the sales desk said they would contact service department for us – 2:50 still no call -phoned again. Sales Department said they would transfer us to Service – when I complained they said that normally you do not get an answer within 1 hour. Told them I had been waiting since 10:00 a.m. way more than an hour. This is not customer service – They should have at least acknowledge that I called. I did not expect them to come out today – just acknowledge that I had a problem and they would take care of it. It is 3:10 p.m. and still nothing. Seems like you just take my $4,000 and forget all about me and the 3 year warranty.

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Ray Dudek May 10, 2016 at 6:22 pm

My Mom purchased a lift chair last Sept to assist her with getting upright, she is current a cancer patient and needs assistance. She likes the chair, it began to only raise her 3/4 the way up making it difficult for her to stand on her own. Chair is under warranty, call for service today only to be told next available appointment is 8 day from now! Disappointed that they could only schedule the day not time eight day from now, however to be fair after explaining the circumstances and the need they indicated they’ll call if it could be sooner. Quality product but need better support. Even willing to pay for premium service…

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Sharon May 10, 2016 at 12:39 pm

I am wanting to buy 2 outdoor recliners BUT GUESS WHAT????? There are none in the stores to try out…. You have to buy ONLINE. Well I just guess Lazy Boy wont be getting my business. And from the reviews I’m seeing I think I should be happy there are none to be found in our area! I do 99% of my shopping online now because no businesses are stocking anything anymore. I hope they all go down the tubes!

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CONNIE BRYANT April 30, 2016 at 9:14 pm

I WAS DELIVERED THE WRONG LOVESEAT!!! BUT DO YOU THINK THEY CARED? NO!!PART WAS MY FAULT.I WILL ADMIT TO THAT. AS SOON AS I SAW IT ON THE BACK OF THE TRUCK,I SHOULD HAVE SAID,”WAIT-THATS NOT MINE”.TO LATE,IT WAS IN THE HOUSE.. AND I SIGNED THE PAPER STATING THEY HAD DELIVERED. I WENT BACK TO THE STORE THE NEXT DAY AND TOLD THEM. “SORRY,POLICY IS NO RETURNS” BUT EVEN IF YOU DELIVERED THE WRONG ONE? I’VE TRIED TO HAVE IT SWITCHED,BUT THEY WONT EVEN TALK TO ME ANYMORE. I PAID FOR IT.I’D LIKE TO HAVE THE ONE I WANTED. SHE SAID WHY WOULD THE CLERK ORDER THE WRONG ONE? “YOU TELL ME”. SHE WAS RUDE,AND SNOTTY.I WANTED TO SLAP HER SO BAD.WILL NEVER-EVER SET FOOT IN A LAZY BOY STORE AGAN,AND I WILL BE SURE TO TELL EVERY ONE I CAN,NOT TO SHOP IN ONE OF YOUR STORES.. AS A MATTER OF FACT=I JUST DID THAT TO A POTENTIAL CUSTOMER FOR YOU.SHE WAS SURPRISED,AND SAID THANK YOU FOR THE HEADS UP.OH-I’M HAVING THE UGLY,DA– THING RE-COVERED IN A COLOR I CAN LIVE WITH.THIS ONE IS SO UGLY,ITS BABY POOP YELLOW.

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Craig bordelon April 27, 2016 at 6:30 pm

Bought a recliner at your store in Metairie , la 5 weeks ago
Still no delivery
The customer service is sad – they don’t know what’s going on
In store –
Never but another one

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Good Koller April 25, 2016 at 5:10 am

I bought a lazy boy leather recliner. In the store my feet touched the ground but not 6 months later my feet are 7 I chest off the ground. I called lazy boy they charged me $100 for the service call. The tech got to my house and said it is his #1 complaint and there is nothing he can do about it. After calling g lazy boy back and telling them what the tech said the lazy boy rep told me to put bricks under my chair. Wow the worst customer service ever.

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Thomas Dunphy April 22, 2016 at 12:25 pm

We went to the Lazboy store in Cherry Hill, NJ on 4/9 found two living room sets we liked but still wanted to look around. After searching many other stores we decided to go back to Lazboy. Just in time for this we received a mailing for different dollar amounts off total purchases. We also received a phone call saying if we made an appointment we would get an additional 5% off. So after we got there today, we were happy to see Monique, our sales person from the first time we were there (she didn’t remember our names but did recognize us. When we decided on our living room set (reclining sofa, rocking /reclining loveseat, and rocking swivel recliner) she ran all the numbers and it came to approximately $4087. She tried to use the coupon but was told it would either have to be the coupon or the 5%. Why would you mail out coupons to potential customers, if they can not use them. I am sorry to say that I will have to take my business to another furniture company. It is a shame that an existing Lazboy customer (have had my recliner for almost 20 years now) would be forced to go shop for another brand.

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David Allen June 7, 2016 at 1:43 am

I recommend you call the better business and file a complaint

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Donna Gullett June 20, 2016 at 12:43 pm

I ordered 2 recliners and after one month they finally came in. After picking up the expensive recliners, my feet were at least 5 inches from the floor. Went to return the chairs the very next day and could not get a refund. I was told the chairs were damaged. One chair has 2 small scuff marks which they said were tears. which they were not.They refused to refund my money, only a credit would be issued..We decided to keep one of the chairs for my husband and I had to choose another one for myself which was a cheaper recliner. The difference was $325.92 CREDIT. They refused to refund my money. First of all, there is nothing in the whole store in that price range, nor do I care to ever go back to that store. The store is located on 3259 Ambassador Caffery in Lafayette, La. 70506. I can’t beleive these people are so money hungry. I should have put a STOP PAYMENT on my payment!!! I am going to write to the Corporate Office today and maybe I’ll get my refund back.

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Barbara Miller April 15, 2016 at 7:39 pm

I purchased my first lazy boy 35 years ago when I have my first child. The wood rocker was horrible when I was nursing..I went out and bought a big red chair that was on sale. My husband was so mad because he said it was ugly. I told him I didn’t care…it was comfortable to nurse, and when when my children were sick and I was up all night holding them…it was a life saver. My children are grown. We still have one and always will. My point being, every new young mother should have a lazy boy This should be a market you look into and advertise especially towards them. I could sell a million of them to new parents.

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Linda March 31, 2016 at 4:10 am

My family joined together, and purchased me a La z boy chair in Redding, CA. It was a hunk of junk, I couldn’t go to the store as I have MS and cannot walk. I needed a la z boy because I cannot put the foot rest up, it needs to stay down, and la z boy has the monopoly on this type of recliner.
They FINALLY traded me for an even cheaper one. I have to lay on my left side, and the padding moved away from the place where I rest my arm, within a week or two. The person came to repair it, and said he would have to order the part. Over two months later, on my birthday, he was supposed to arrive. We had to cancel my birthday dinner, waiting for him, and he never showed up even tho we got the call the night before, saying he would be there!
Now they say he will be here April 13th. I have a swollen arm from resting it on WOOD, since the padding is GONE! I have no other chair to lay in.
La z boy has absolutely no caring, they are useless. We are considering contacting a lawyer, as my arm may be permanently damaged, and the reclining part flops all the way back. We will definitely contact the BBB. As others have said, we will plaster this information all over the internet, including Twitter and other social networks.
La z boy, have you no shame???????

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MD Reed March 29, 2016 at 12:23 pm

Worst experience I have ever had. Recliner was delivered and never worked. It’s been a month now and still not repaired. I have returned to the store twice, met with the inept store manager without results. Lots of false promises or lies. Their Customer Service or lack of, is rude and disrespectful. They tell you a repair person is coming Thursday, then without an explanation it moves out two weeks. Lazy Boy is the most horrendous experience I have had with a retailer and their product is poop! Stay away from them and wish I had read this blog before ever entering that store. Terrible experience!!!!!

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pat k. March 28, 2016 at 1:54 pm

How does this company [Lazy-Boy ] keep getting away with all of this deceitfulness?
They have: poor craftsmanship of furniture, poor customer service, and they just don’t care about their customer.
How do we start a class action suit??

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Barbara Daly April 8, 2016 at 11:10 am

I am getting ready to write a letter to the CEO, Mr. Kurt L. Darrow and COO Steven M. Kincaid at 1284 North Telegraph Road, Monroe, Michigan, 48162 to complain about my purchase. The couch arrived along with 2 Vail Power Recline XRW chairs. The couch cushions did not fit properly and the stitching on the back of the couch was pinched incorrectly. The recliners have a base that is exposed with 2 pointed pins sticking up. Customer Service’s attitude is “this is the way our furniture is made, if you do not like it then go elsewhere”. They are very arrogant and could care less about the quality and the customer being satisfied. With regard to the stabilizing pins, I have stepped on the pin and hurt my foot. If someone should run their hand on the floor – say to look for something – these pins pose a potential to cut the hand or foot – but customer care service says “too bad” this is the way the chair is made. The service man who has been to look at the chairs agree the pins should be covered in some way. Forgot, after having the recliners for less than 2 months the stitching on the back started to unravel. Also, I ordered extra throw pillows for the couch in a different fabric and when the pillows arrived they had two different colors of cording around the pillow. Customer service said that is the way it is to be but I must say the sales reps in the Timonium, Md. store responded in a very positive way stating that the cording was definitely wrong and they did order me 2 more pillows which arrived with one color of cording. Class action suit – I would vote for that! Not sure if my letter will receive a response from either Darrow or Kincaid but I would think someone in corporate should be reading these complaints but with their arrogant attitude could care less – just gimme your money and then the customer must live with their mistake – Customers – go elsewhere to buy!

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Annie March 1, 2016 at 9:31 pm

Had my $1500 Lazboy recliner with heat and massage delivered today. Upon inspection, the seat cushion seam was sewn crooked, there were two rips in the fabric, and there was exposed wood where there should obviously be fabric. Very disappointed in craftmanship. Did not sign for it and sent back. Called Indianapolis store I purchased it from and emailed district manager. Now begins the battle to see if I’m going to get efficient customer service or the big run around I’ve been reading so much about. You have to turn this around, Lazboy! You are an American institution like apple pie and baseball. Bigwigs, are you listening? I’m holding out for a hero.
R

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Margaret Shinske February 25, 2016 at 3:24 pm

I bought a chair and a half It was came in October. It was $80 for delivery. So I said I would pick it up. They charged me &40 to pick up my &1600 chair. That is rediculious. Beside that I was told to bring someone to help me load it. The quality of the cair is horrible. I bought it with memory foam. When I placed my order I asked about memory foam and they said that is what they had in the store. When I sat in the chair in the store my feet touched the ground. The chair I recieved. My feet are 4 inches off the ground. I want something done about this. Although reading the reviews. I’m guessing nothing will be done. I hop to hear from you. I will put a picture of this in Facebook. My friend that was with me at the same time and she purchased about $5900.00 worth of furniture tables a sofa and three chairs. The sofa and the recliner are very uncomfortable. She gave the recliner to her son to put in a room he doesn’t use and bought another one. It is great. She felt you would do nothing for her

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CJ Pearce February 18, 2016 at 11:50 am

Worst experience ever! Had I done research and seen this we never would have purchase!

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Mr Jerry E. Thoman February 10, 2016 at 4:44 pm

We bought a lazy boy recliner about 3 years ago and also purchased and extended warranty, but shortly after the we got it the leather started splitting , so we contacted the Lazy Boy store where we purchased it and they refused to even talk to us. Pretty much telling us that we are just out of luck and refused to do anything for us. The chair was not an inexpensive chair the cost was around $1600.00 and we thought we was buying quality but have since found that Lazy Boy doesn’t stand behind their product.

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Lynne Kiefer January 7, 2016 at 10:33 pm

After having La-Z-Boy recliners for over thirty years I will never buy another one. Took over 7 months to finally correct a crooked sear and foot rest. Part repair order lost, part came with wrong fabric and had to be reordered, several broken appointments. Customer service is terrible and the overall quality of the product has declined greatly. I will never buy another one and I will share my experience with anyone who is considering buying one.

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Paul December 15, 2015 at 10:24 am

I first contacted Lazy Boy customer care on 12/2/15 regarding broken springs on my recliner; they have a life time warranty! I was told that someone would call me back in 4 hours. That never happened! First LIE! I was on hold for over 30 minutes! I called back 3-4 days later and was on hold for 14 minutes, then hung up. I called back on 12/10/15 and spoke to a woman that said she was sorry, and said she would make sure the parts people would get back to me before the day was out. Not long after that, another female called me to state the same thing; however, nobody from parts has eve called me back! That was 5 days ago! This is terrible customer service!! I own 3 of your recliners and my large family also owns numerous of your products. I am disabled and I need my recliner to give support, but not with broken springs! My reference # is 803-773193 from 12/1/15! Since I requested the parts only, and not your $119 service fee for one hour, I believe that is why I am being IGNORED! Social media has a way of reacting to Companies not honoring their warranties , not to mention my Lawyer and the Courts! Since it is now 2 full weeks since I first contacted you with NO results, I now request a brand new recliner, comparable to mine, that is in very good shape…except for broken springs! I will wait a few more days before I take other action. Call me asap @ the # on file!

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Paul December 15, 2015 at 10:25 am

Why moderate my complaint? if I do not get satisfaction, All will hear about it anyway!!!

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Debbie December 2, 2015 at 12:14 am

Bought a couch over 4weeks and had someone look at it and said nothing was wright about took over 12pictures and still no one will ever give me answer and at this time I just won’t my money back tired of calling and getting know where don’t buy from them!

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W Rhoads December 1, 2015 at 2:18 pm

Completed request for repair of my recliner on Nov 29 via Internet site. It is now Dec 2 @ 2:15 PM and no contact. Holidays are upon us and I would like to have the chair repaired ASAP and not need to inform my guests that I could not get it serviced in a timely manner. All it needs is a broken seat spring replaced. Quality timely service are hallmark of a company and their products. Assistance appreciated.

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Pat August 4, 2015 at 3:54 pm

Had furniture delivered on May 12, 2015 with defect. Nearly three months later, no resolution, The customer service is nonexistent. I have talked to at least 8 different people over this time. (that’s when I can get through) Never can get the same person twice and they want you to go over the entire experience each time even though they tell you they are taking notes. I have been told on different occasions that someone would get back to me and they never do. I would never purchase La-Z-Boy furniture again. I also purchased a 5 year protection plan. What a waste of money if this is the service I will receive. I have been ripped off!

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Margaret August 3, 2015 at 4:23 pm

Ordered a sofa in May. By contract it was to be delivered no later than Aug 1. No one called-ever. When I called (multiple times) was given different dates and reasons. Now being told won’t have the sofa until the end of August… ummmmm READ YOUR CONTRACT! You have our deposit. We have acted in good faith. Store manager says he might see if he can get some compensation but wasn’t sure. Called corporate customer service was told that Peggy, the “escalator” always calls back and can help. Waited all day. No return call. Called back in the afternoon. No return call. Terrible, terrible customer service. If we decide to take delivery on this sofa, I hope the quality is better than the experience. Totally worth the extra dollars to go higher end. Live and learn.

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m johnson July 28, 2015 at 2:28 pm

7/29/2015

I am very disappointed in my lift chair and the poor service I received. Plus I was given the wrong lift chair than the one I ordered and was late coming to me. I purchased the chair in Dec.2014 and received it in March; but the wrong one and from then on everything has been a disaster.

Thanks alot la z boy

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william hill May 27, 2015 at 12:31 pm

It is no wonder that quality that used be in conjunction with La-Z-Boy, is in the gutter. You can’t answer the phone and address complaints, let alone actually fixing a problem.
We bought 15,000 worth of furniture and have had nothing but problems with it. Bad finishes, poor craftsmanship, poor design, poor construction. A person could go to big lots and get the same quality of furniture. We are going to file a complaint with the BBB and let everyone that we know about the poor quality Oh wait, we already did that part.

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Kim May 18, 2015 at 1:17 pm

We purchased a recliner that cost ~$2,000 from your Severn Md store. The chair broke so we called the warranty number. It took 2 weeks to get someone to come look at it only to tell us a part had to be ordered and we had to wait until we got the part before we could even schedule an appointment for repair. The part arrived in 12 days, we called to get the appointment and was told another 2 weeks before repair. On the morning of the repair we got a call that the repairman was sick and was coming and it would be another 2 weeks before someone could come. They were supposed to call the night before and did not so we missed the repairman and are now being told another 3 weeks. The customer care was supposed to call the service provider to get us an earlier date and we have been waiting a week to hear back from them and just keep being told that they haven’t answered the email yet. This is unacceptable. If this isn’t fixed in the next week I am filing a complaint with the Better Business Bureau and I will share this information whenever I get the opportunity.

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