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.
In 2016, Forbes listed the company as one of America’s Most Trusted Companies. They also made the list in 2012 and 2013.
Darrell Edwards, longtime COO for La Z Boy retired in March 2022. He was replaced by Mike Leggett.
The company announced a 22 percent increase in sales during the first quarter of 2022.
La-Z-Boy is part of the S&P 600, has 9,500 full-time employees, and had $1.70 billion in revenue in 2020.
La-Z-Boy maintains a corporate office in Monroe, Michigan.
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.
History
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.
In 2016, Forbes listed the company as one of America’s Most Trusted Companies. They also made the list in 2012 and 2013.
Darrell Edwards, longtime COO for La Z Boy retired in March 2022. He was replaced by Mike Leggett.
The company announced a 22 percent increase in sales during the first quarter of 2022.
La-Z-Boy is part of the S&P 600, has 9,500 full-time employees, and had $1.70 billion in revenue in 2020.
La-Z-Boy maintains a corporate office in Monroe, Michigan.
Why has no one proposed a class action of deceptive marketing on this company? I would be glad to be a lead plaintiff in any such case.
I ordered a new recliner from Mathis Home in Tulsa, Oklahoma. It arrived looking old/used and if you have ever sewn you know what it looks like when your material is not straight. Multiple huge wrinkles all over the chair because of that. Mathis will not do anything about it and I have notified La-z-boy to let them know about the extremely poor workmanship and I have not heard back from them either. La-z-boy is not what it used to be. I have multiple pictures I can send.
I bought a total of Three Chairs since 2007, 2008, and 2018! The 08, and 18 are the same recliners, that so happens to be the Largest Recliner They made! Only ( 1 ) style this size. I had to order the 2018 chair only to get a Defective Chair, after THREE attempts to fix the foot rest, I helped the service Tech fix the issue. And I have had them out to my home Three more times since, And now One of the 5 Support springs broke some 4+ months ago, and I’m lucky that my 2008 is still in working condition, because it has been 4 Months and I have Not been able to get a replacement Spring setup ever since! But Today 1/10/22 I spoke with a Lady name Crystal and she is having everything I need sent to me, and I should have the parts in about 7-10 days. Bottom Line is They do not put in the same Quality to make there Recliners as they use to. I will NEVER Buy another Lazy boy! It just so happens that I am a Retired Furniture mover, Coast to Coast and lazy boy has gotten EXTREMELY Lazy!!!!!!!! I say don’t buy because it takes a act of god to get parts for the Lazy Boy Items anymore.
The reason La-Z-Boy furniture falls apart is because it is Chinese-made.
The philosophy of the company is no longer to make a quality product that will give years of relaxing service. The philosophy of the company today is to make as much money for corporate stock-holders as possible. The end-user (maybe you) doesn’t even enter the picture as the company doesn’t care about the headaches you have with chairs falling apart and no inclination whatsoever, to “make it right”.
Don’t buy one of their products. They’re just nicely upholstered junk. You see them dumped on the street as garbage.
Similar issue left in perpetual hold by rep in care section. Over 1/2 hour. I finally hung up. I had a lifetime warranty on repairs for structure and mechanisms. Never had to pay for labor. I was told the store I purchased from closed due to Covid. Lifetime warranty is just that and must be grandfathered. These warranties are authorized by their corporate office. Independent or not as long as they use the corporate name and logo. Requested escalation to the 3 top people CEO, CFO and COO. If no response by Monday 5 pm PST I will report Channel 4 news investigative reporting.
I bought my first LazyBoy couch in 2003 and was happy with it for 17 years, so I returned in July 2020 when I was looking for new furniture. Wow has the company changed!
My wife and I ordered a sectional July 3, 2020 from La-Z-Boy Home Furnishings & Décor 495 E Hospitality Ln San Bernardino, CA which was delivered October 10, 2020 with a defective section (no recliner). The section was returned, fixed, then delivered again.
Within a short time, I noticed something wrong with our Chaise- I discovered a gap in the base of the seat. Upon investigating, I found the wood framing was cracked. I called for service, after waiting for very long time, and created a work order. The store which sold the furniture was “very sorry” but did nothing to help me obtain warranty service.
Service was delayed two months until December 10, 2020. The service person noted the defect immediately. He said he would put in for the replacement. Since then no part has arrived, no notice given, and I waited two hours on the phone to attempt to obtain service, to no avail. Warranty service is not worth the paper it’s written on.
I sought out BBB to make a complaint. Wow! When I viewed the more than 400 complaints to BBB in 2020, I saw that LazyBoy no longer cares at all about quality, farms out repairs to a different furniture repair company, leaves customers on hold endlessly (which hiring would fix), delays warranty service for months (which hiring more staff would fix), and pretends to care while disregarding the issues.
The company has changed- resting on laurels, short-term profit, and engaging in these practices because it makes more money, short-term, by understaffing, delaying warranty service, and disregarding complaints. If LazyBoy hired staff (there’e high unemployment during Covid!) and focused their work, they could address every concern. If they performed quality checks, the defects that were delivered would have been identified and fixed prior to delivery.
However, I also discovered another store offering Lazy Boy furniture who told me they provide direct support for warranty service of product they sell. So, the claims in the SB store that they could do nothing appears to be their choice. I have a choice as well and will be exercising it. You should too!
No it’s not the same company it was. Today all products they sell are Chinese made. They are manufactured the absolutely cheapest that can be done. This means utilizing substandard materials everywhere in the product.
Their products are only Made to Sell. No warranty (for real) and no product service either, as both are money-loosers to the company.
Don’t buy these products; they are absolutely junk. You will see then sitting on the side of the street, waiting for garbage collection.
We purchased two new Maverick sofas. When they were delivered both had rub spots, scratches and other imperfections. We were told by the delivery crew that someone would be out within a week to repair/replace defective parts. After two weeks we called and spoke with Brian in the warehouse about the issue and he stated a tech would be out to check the problem areas and then order the parts and that it would take a month to receive the defective parts. We advised his if we were told that when the sofas were delivered, we would have refused the delivery. Now no one will return calls to advise of the status of the parts/repairs. We called the sales manager Rob in New Port Richey and he directed us to Brian. When we spoke to Brian, he said he would email whomever he needed to and call us back the next day. Still waiting for a return call. This has been ongoing for 7 weeks. After over $5,000 I think La-Z-Boy can step up to the plate and make this right. After reading some of the many complaints on this page, seems like I am wasting my time griping about this. This is the last time I purchase from them. Would love to leave a 4 or 5 star review as the sofas are very comfortable but that doesn’t rectify my issues.
I recently had the same experience with them. Although I do not expect any better response I am writing to the CEO with my complaint!
What address did you use to write the CEO? I tried an email and it was not delivered!
Use the address in our listing
The CEO doesn’t care one-bit over your problem with the product. Don’t waste your time, in writing.
Go find where the top three executives actually live and look at their lifestyle. Your money has made this possible. Track them down on google-earth and take a look at their homes !
The company only exists to make profits, by selling Chinese-made junk to honest and hard-working people like you.
Don’t ever buy La-Z-Boy Products; all of it is total junk.
The $5-grand you paid for their product, which was likely worth about $1,500., is just corporate profit, that is in now in the company’s bank accounts, and not in yours.
The sale of their product did exactly what it was intended to do. Sell a POS at a high price, then forget about the end-user.
Hearing gripes doesn’t cost the company anything. With this philosophy regarding quality and customer satisfaction, any action taken likely will cost the company, if they wished to respond. But if not, just more profit for selling Chinese-made junk.
Don’t buy these products.
I’m going through a similar situation. When my 2 recliners were delivered the delivery man broke one. I was told they can’t fix the chair but that repair service would come and fix the chair. Repair finally arrives. looks at the chair and says he needs to order an entire seat and frame part. Waiting patiently and finally part arrives and I have to call for repair…another long wait for repair. Repair arrives and puts in a defective part plus refuses to take away the first broken part that can’t begin to fit in my garbage. I complain to the store and he asks if I could put the part in my car and deliver to them. I said no! Now I wait again for repair to look at the faulty cushion. He finally arrives and does nothing but take a mass of photos of the chair and under the chair. He leaves and still haven’t heard a word on what I should expect next. I paid in full for 2 recliners on May 3, 23 and have yet to have a correct recliner. NIGHTMARE to say the least. Never again Lazyboy NEVER
NEVER BUY THEIR PRODUCTS. I bought a office chair and not even a month later it fell apart. It has a one year warranty and they would not honor it. Contacted my local attorney generals office to get results.
I have been a life long fan of La-z-Boy furniture until this last purchase in July, 2019, delivered in August, 2019.
I purchased 2 Recliners w/warranty and $4000.00 later, we have defective chairs. They must have been put together by someone with poor sight….I have had 3 techs to my home. They were able to fix some things, however, one tech left my home a total mess.
After reading all these complaints it is clear that no one in authority cares about their products or their customers.
I will not purchase from La-z-Boy again, and I will tell everyone I know, to go elsewhere.
Customer ‘no service’. They just don’t carr
You are exactly right. I received a loveseat that in no way matches the sofa. Their customer service clearly does NOT care. They refused to review photographs. Unbelievable. Even the salesperson and assistant manager agreed the loveseat is “horrible”. The local store picked up the loveseat, and offered to re-make it, but it would be a final purchase and not returnable. Really? The Comfort Care person who came to see it said “that’s the way they’re sending them out now.” My daughter bought the same sofa 3 weeks ago, hers matches my sofa. Mine was delivered 1 week ago and there’s THAT much difference in appearance? The cushions don’t even look like it’s the same sofa style. LaZBoy customer service, workmanship and quality is severely lacking. I won’t go back.
I purchased an expensive sectional a little over a year ago. Bought the extended warranty and all. Now my couch cushion is falling apart. There is a huge tear along the seam. The warranty says it only covers accidental tears and not manufacturer defects. But I had to reach out to them numerous times because they don’t actually call you back to tell you they denied the claim. So essentially I have an expensive warranty that literally only covers a stain. Reaching out to Lazy Boy is a complete waste of time because they have the same etiquette as the warranty holders. Never again. I will spend my money at any other company. You should be ashamed of your shoddy work and customer service.
I purchased a new chair on November 15 and was told that it would be in within 2 weeks. It’s December 6 and I still don’t have my chair. While calling to find out where my chair was I was lied to, belittled , disrespected , and hung up on twice and all they can say is that the computer says it is not in Birmingham and until it shows in up in the computer, they can’t say when I will get my chair. After calling every corporate office number I could find. I found out that all the Birmingham stores are not corporately owned and that basically I’m screwed. If I was told up front that it would take a month to get the chair or that the store wasn’t corporately owned, I would have went somewhere else. This is the worst buying experience I’ve ever had including buying from a subcontractor for att. When they sold me a phone that wouldn’t do specifically what I asked for. At least then attached corporate made good on the purchase and swapped the phone with one that would do what I asked for. I contacted the national and world corporate offices and all they say they can do is file a complaint. This experience has been eye opening and I will never ever for as long as I live ever purchase another lazyboy. I would rather set on a rock
I agree with the person above The worst ,,I bought a sofa matching chair and recliner last Dec,and they had to make them,,They are the most unconfortable cushions in the sofa and the recliner feels like a spring is missing,,very uncomfortable,the cushions are hard and lumpy,,I paid almost $3000.00 for them,,and I will never buy another lazyboy piece of furniture and will tell everyone that mentions buying any about mine,,and they can sit on mine and see for themselves,,it the worst sofa I have had in my lots of yrs life time,,Thought they were suppose to be the best,!!!!NOT AT ALL
Never again will we purchase from Lazy boy, matching chairs should MATCH and don’t make fools out of elderly people. Three people have looked at these ugly chairs and they ignore the fact that they look stupid, patterns don’t MATCH, I’ll be lucky if Goodwill will take them…GARBAGE.
Over the years I have bought three Lazyboy recliners and did so because when I was a child our neighbors had two of them and they had a lifetime warranty.
The handle broke on my chair and was given a different replacement handle. I told them I wanted the handle that fits the chair the way it did before.
They said they don’t make them anymore and this one will fit. I explained it is at a different angle. They said that it will fit on the square bar. I said it will but at a different angle.
No one seems to want to deal with this. So remember the lifetime warranty really doesn’t mean a thing.
Thank for listening
Linn Wills
Picture this > Big Foot gets a Lazy boy for Christmas delivered to his cave in the wilderness he has no clue what his wife has got him for Christmas so he comes home from a long night of scaring humans to find his gift with loving thank you’s to his family 🙂 Thats all folks
I went into the Merrillville Indiana store today and selected a rocker recliner for approximately $640.00. I was told that home delivery was $99.00 or pick up from the store would be an additional $39.99. This is due to the fact that the store does not have a storeroom for inventory and they do not have their own trucks to have the item brought to the store from the warehouse in Bolingbrook IL. I have purchased from Lazy Boy many times and have never heard of this. I called the store when I got home because this did not sit well with me to pay an additional $39.99 just to purchase from Lazy Boy and was told it is a TRANSFER FEE because they do not have the trucks to get the item from the warehouse and someone has to pay for an outside service to deliver the item to the store. I was also told that other stores build in fees to make a profit. No where in the store does it state this is just a showroom and the charge to make a purchase is the additional $39.99 (transfer fee). Lazy Boy just ranked one star from me, even when you buy a car the sticker on the window shows the dealer prep charges. Maybe Lazy Boy should add it to the price sticker so you at least know up front. Home delivery is $99.00 but actually it is only $59.00 since everyone pays $39.00. I will be contacting Better Business just to be sure this is legit. and I wonder since it is not stated is everyone charged this. It is also unfortunate that the customer has to pay because lazy Boy doesn’t have its own trucks and no space to store inventory.
I purchased a chair and ottoman on June 1, 2019 and was told it would take about 4-6 weeks for delivery. I stated that was fine since I was leaving on vacation and would not return before that time. I then received a call that the chair could be delivered approximately June 20 and I told the scheduler that I would be away at that time (repeating what I told the salesperson).
The delivery was rescheduled for July 24. I received a call that there was a corporate wide meeting on that day, so the delivery would be postponed to August 21; however, I could not schedule delivery until the balance was paid in full. I gave the salesperson my payment info and the delivery was to be scheduled for that day. I considered picking up the merchandise at the warehouse, but I would have to rent a truck-added expense.
I received a call today, August 18,2019 requesting an additional $ 100.00 due on the purchase. I explained that my account was paid in full. Upon investigation, the delivery charge was increased by an additional $ 100.00. I refused to pay the added charge. How often does this happen?
I was then told that August 21 was booked and I would have to wait until August 24. Seems to me, my delivery should have been a priority at this point.
I have company coming that weekend and do not want to tell them we have to wait around for this delivery, rather than taking them sightseeing. As of now, I have no firm delivery set up.
I live in a community of about 400 houses, with final build out about 3,000. I will not be recommending LaZBoy to any of my neightbors. I had a problem about 2 years ago with a coffee table that required 2 technician calls and a final replacement due to misaligned construction. I should have learned my lesson then, but believed the furniture was good quality and design.
I expect my merchandise to be delivered as promised on August 21 for the price stated on my bill of sale.
I look forward to a prompt response.
Thank you, Kathy Freund
Invoice #: 061910RGWK
Customer ID: FREUK751Z6
I ordered a custom chair and two yards of fabric from La z boy store at 4205 Washington Rd in Evans Ga on 6-30-2019. I have the chair but have been contacted by phone and notified that the fabric was in the warehouse. After two weeks and several phone calls from me, I still have not received the fabric. I was told by the warehouse that it would be mailed to me on 8/12/19. I am still waiting………NOT ACCEPTABLE!!!
I bought a Norman lazy boy recliner from an exclusive agent of lazy boy furniture in Beirut. When I got it home the lazy boy recliner chair turned out to be torture recliner chair. I had a very big back surgery and instead of relaxing my back it is hurting much more.
I called the company furniture after 24 hours after receiving it in order to exchange the recliner for an electric one because I did not want to torture my self anymore.
Surprisingly they said absolutely not because it came out of the box.
Is this the lazy boy company policy? I believe not because you have your reputation to maintain plus the guarantee is for 10 years.
The name of the company is Citi Furniture and it is international.
Their customer service number in Beirut is +9611293333 Extn 205 and I believe her name is Mrs May. Their store number is +9614402204.
Kindly send me your e mail because I couldn’t located.
By the way I paid 1,305 US dollars for the Norman reclining chair.
Appreciate your early response
Nada Hamoui.
Mobile number:+9617123XXXX
MY MOTHER HAS BOUGHT 8 LAZY BOY RECLINERS THROUGH THE YEARS AND THE LAST 4 SHE BOUGHT LEATHER AND THE LEATHER COLOR IS COMING OFF THE ONE CHAIR IS ONLY A YEAR OLD AND IT SIT LOPSIDED AND THE COLOR IS COMING OFF. PAID $1000.00 EACH. POOR CONSTRUCTION AND CHEEP LEATHER BUYER BEWARE
Purchased recliner/sofa with extended warrenty. Filled claim weveral months ago and was told I had filled to many ( I had never filed one) and was denied. Wrote a complaint was recieved a phone call and was told repairs would be made. Guy came out told me problem was from, abuse ..There are 2 of us living here NO KIDS WRESTLING AND NO LARGE MEN PLOPPING DOWN, frankly I am insulted. Anyway the guy told me he had to order parts..well it has been 3 weeks ,still broken,no parts and no contact number to call to check status must assume will NOT BE fixed. WILL NEVER BUY EXTENDED WARRENTY OR LAZY BOY PRODUCT AGAIN!!!!!!!!!!
In March 2nd I purchased a new sofa and selected La-Z-Boy for the quality and customer service I was led to believe was superior. The sofa arrived in April and it was inferior with inconsistencies in construction. When I was asked for feedback on Yelp, I did not provide it as I was working with the store and customer service before I responded to the review so wanted to give them the benefit of working through the issue. I took pictures and they sent out a gentleman names Alex. He agreed and took pictures. He said to wait and call Naomi in customer service back the following Monday. I waited until Tuesday and since then have sent numerous emails to Naomi only to hear that they are not responding to her. Yesterday she apologized again and said to call the warranty department myself and provided the number. I have since called them and are awaiting a callback. I want this picked up and my money refunded as this product is inferior and not up to standards that La-Z-Boy provides their customers.
Did La-Z-Boy address your concerns with your sofa and make it right?
1) Manufacturing Dept, 2/12/19, Failed: My recliner couch that I ordered on 1/6/19 arrived and had recliner alignment issues.
2) Lexington LazyBoy Store, 2/12/19, Neither Pass nor Fail: I called Phyllis and reported the alignment issue. Phyllis called Comfort Care & had them contact me to arrange to fix the issue. I don’t give a pass or fail here because Phyllis simply did her job to report my issue to Comfort Care.
3) Comfort Care Dept, 2/22/19, Failed: Freddie arrived to fix my couch alignment issues. As Freddie was examining the couch, he pointed out that the middle seat support brackets were not mounted properly from the factory. I took pictures of the brackets and still have them. Freddie said he’d never seen this issue before. After working on the couch for close to 2 hours, Freddie said he couldn’t fix it and said he believed getting a new middle seat would fix the problem. Freddie said I should hear back from him in 2 to 3 weeks. Freddie gets a fail for failing to fix my issue. He also gets a fail for not contacting me for a month … and, only after I called Comfort Care asking about the status.
4) Social Support Dept, 3/7/19, Failed: I wrote an email to LazyBoy reporting my issues … 1) poor quality of manufacturing, 2) repairman could not fix, 3) had to order new middle seat.
5) Social Support Dept, 3/8/19, Failed: Received an email from the LazyBoy Social Media Team asking for personal information to open a case.
6) Social Support Dept, 3/11/19, Failed: I replied to the LazyBoy Social Media Team with the personal information that was requested. I give this a Fail because I didn’t hear back until 10 days later when I raised the issue of not hearing back with Comfort Care.
7) Comfort Care Dept, 3/21/19, Failed: I called Corporate at 734-242-1444. I explained I was supposed to hear from Freddie within 2 to 3 weeks to repair my couch and had not. I also explained that I had emailed LazyBoy Social Support on 3/7/19 with my disappointment and that they were opening a case. I asked why I had not heard back about my email. The response from the rep was … that’s a different department. This reply did not sit well with me. Why aren’t the Social Media cases and Comfort Care cases connected if it’s the same issue?? I felt I was not getting satisfaction and asked that my call be escalated and was transferred to Claudia. Claudia was difficult during the phone call and showed a clear lack of support for my situation. When I said I’d like to get a refund since I was so disappointed with LazyBoy’s quality and support, Claudia’s replied bluntly that LazyBoy would not refund the purchase even if I had problems because the purchase was a special order. I asked this claim to be escalated and said that Tom or Leslie would call me back within 48 hours.
8) Repair Dept, 3/21/19, Failed: Claudia must have contacted Freddie after my call, because I FINALLY got a call back from Freddie to arrange to install the new middle seat he had ordered. I give this a fail, because it took Freddie a FULL month to get back to me. And, ONLY got back to me because of my call to Comfort Care and the conversation with Claudia.
9) Social Support Dept, 3/21/19, Failed: I finally got an email back from the Social Media Team. Claudia must have contacted them about me asking why I had not heard anything from them since providing them with the information they requested on 3/11. Their email says “… we feel confident the new seat will resolve my concerns”. Well, the new seat didn’t!
10) Repair Dept, 3/25/19, Epic Fail: Freddie arrived with the replacement middle seat. Freddie removed the existing middle seat and installed the new one. After working on it for over an hour, Freddie put the backs on the couch and the left side still had alignment issues. I could tell Freddie was frustrated because the alignment issue was not fixed by installing the new seat. Freddie then FORCED the left side and middle backs to align. This forcing caused a loud popping noise like it cracked something within the back of the couch. I called Freddie out on the loud crack and his reply was that it did nothing to the couch. He decided to leave. When he left the left side did recline, but the head rest would not move. My assumption is that the forcing done by Freddie broke the headrest recline mechanism.
11) Repair Dept, 4/1/19, Failed: It took 8 days to get a call back, NOT 48 hours as clearly stated to me by Claudia! Leslie called me and apologized for it taking so long. When I asked why it took 8 days, he said that Claudia usually calls him with escalations, but she dropped him an email and he has hundreds of emails and never saw my issue until today. I explained my issues 1) Couch delivered with brackets installed improperly (manufacturing quality issue), 2) Recliner seat alignment issues, 3) Freddie could not fix & ordered center seat, 4) Had not heard back from Freddie so called Comfort Care, 5) Freddie came back with replacement middle seat and FORCIBLY tried to align the backs and it made a loud cracking noise, and 6) The head rest on the side that Freddie forced would not move. Leslie sympathized with my situation and said he’d replace the couch with a new one. While I felt Leslie was sympathetic and listened to me about the many issues dealing with LazyBoy and agreed to replace the couch, I felt 8 days was WAY TOO LONG for his reply! Especially, after Claudia said I would hear back within 48 hours.
12) Manufacturing Dept, 5/9/19, Failed: I received the new couch. The new couch had alignment issues. I have pictures that shows the alignment issues.
LazyBoy Store, 5/9/19 Fail I called the local store and asked to speak to Phyllis. I was told that Phyllis was not there. The person (lady) asked if she could help. I explained my situation (including the issues starting with the original couch) and I was told that one of the store managers would call me back.
13) Lexington LazyBoy Store, 5/13/19, Epic Fail: I called the LazyBoy store and asked to speak with Phyllis. I was transferred to Phyllis and she told me that she had gotten the message about the alignment issue and that she had called Comfort Care. I asked why she had not called me after I reported the issue on 5/9, which was 4 days ago. She said she had been out. I told her that the person I spoke to said a store manager would call me back and no one had called me period. Our discussion became heated. Phyllis bluntly told me that she had called Comfort Care and that she didn’t NEED to call me back! Phyllis gets an Epic Fail for not calling me back and for telling me she didn’t need to call me back. How can a sales person (who’s aware of my long sordid story of failures from LazyBoy starting back in February) NOT BOTHER TO CALL THE CUSTOMER BACK, AND THEN TELL THE CUSTOMER THAT SHE DOESN’T NEED TO????
14) Lexington LazyBoy Store, 5/13/19, Epic Fail: After the heated exchange with Phyllis … our call ending with Phyllis hanging up on me. After Phyllis hung up on me, I immediately went to the store. I asked to speak to Phyllis. I confronted her about her about telling me she didn’t need to call me back. The conversation became heated and Tracy took over the conversation. I asked Tracy if she had authority to help resolve this situation and she said she was an assistant manager and that she did. Tracy knew I was upset. During our conversation, she mocked me. She laughed at me. She threw little barbs at me. I called her out by saying that her comments were not professional! Tracy did nothing, but further escalate an already heated discussion. Tracy also clearly stated that Phyllis called Comfort Care and that Phyllis did not NEED to call me back. It became clear quickly that this assistant manager was the person who had coached Phyllis about not having to call me back. How can an ASSISTANT STORE MANAGER COACH AN EMPLOYEE TO TELL THEM THEY DON’T NEED TO CALL THE CUSTOMER BACK! PITIFUL & SAD!!!! How can she tell me directly to my face that they didn’t need to call me back? I simply don’t understand that attitude!
15) Lexington LazyBoy Store, 5/13/19, Pass: Adam, after hearing the heated exchanges, came from the other office to talk to me. Adam made it clear he was there to support his employee (Phyllis) and that he had heard my conversation with her. Adam listened to me as I explained my situation. Adam deescalated an already heated conversation by listening to me. His approach was COMPLETELY different than the assistant manager in my above comment. We were on hold with Comfort Care trying to get their help & assistance with the alignment issue. In the discussion with Comfort Care, they asked what I wanted. I replied that I’ll never be happy with the couch and was very disappointed in all my dealings with LazyBoy and that I wanted a full refund and will go buy another couch elsewhere. Adam gave me the store email address. As we were waiting on hold with Comfort Care, I emailed pictures to Adam of the original couch issues (brackets improperly installed) and the alignment issue. After hearing my situation and seeing the pictures, Adam said he was issuing me a full credit. I told Adam that I appreciated him taking responsibility and for issuing the full credit. However, Adam never apologized for what LazyBoy put me through. As a matter of fact, NO ONE at the Lexington store apologized for what LazyBoy put me through!!
I feel your pain. I propose that ALL of the Lexington customers with previous problems with LazBoy meet at the front of their store to educate their potential, unsuspecting customers. Both my salesperson and Tracy admitted to me that my newly delivered loveseat did NOT match my sofa and that it was horrible… but they did nothing more. I had to call Comfort Care which was laughable. Those folks care less than the Lexington store. They won’t even REVIEW pictures of my mismatched set. I wish I could send pictures on this site. I am sending photos to their corporate office, but I’m pretty sure they don’t care either.
I wish I had researched this company before purchase In January 2019.
As of today, I’m still waiting on a service call to repair the chair that has not worked since delivery in March. I’ll save the many phone & personal details about my struggles to get this chair fixed in a letter I’m sending to the Attorney General of Ohio, Better Business Bureau, Forbes Magazine and local TV station about the poor product, Their Comfort Care ???, and poor service. It’s a shame to have to pay for what u think is quality to find its worst than buying 2nd hand.
AGREED. TOTALLY. I will never shop at LaZBoy again. Their corporate office clearly does not care to resolve issues. They won’t even review pictures of my mismatched sofa and loveseat.
Buyer Beware.
Did La-Z-Boy contact you and stand behind their product? I am SO disappointed in the loveseat that in no way matches my sofa. They offered to replace it, but will offer no guarantee. If it doesn’t match my sofa, my local store said I cannot return it.
Buyer be aware, Do not believe what the sales person discusses with you on delivery. We were told that the delivery individuals would move the old sofa to the curb. Wrong… the delivery individuals walk in with an attitude and states they do not move the old furniture. I even took the old item apart for easy moving. They finally did moves some of the old items after I signed a waver saying they are not responsible for any damage, this is also, after my wife and I moved the heavy parts, note ( we are both in our seventies) to the curb ourselves . We asked 3 times to the salesperson about the moving of the old sofa because of our age. And all 3 times the response was , yes they would move it. I called the store and they said let me check the invoice for notes. They stated that since there was no notes the delivery individuals were not required to move the old sofa. I say to all when shopping in this store, Do not trust the salesperson or the store. Once you pay you are on your own, especially if you are a senior citizen. I purchased at the Alexandria store in Va
AGREED. Totally. Even the workers who picked up my mismatched loveseat told me there are many customer complaints.
Go to the store show you one thing, take your money, deliver you garbage and won’t fix it. La-Z Boy full of bait and switch tactic, deceit, lies, and they are thieves!! DO NOT BUY FROM LA-Z BOY it will be your biggest regret.
I am very disappointment with your product and service. I have a Lazy Boy recliner which I purchased several years ago. I paid a thousand dollars for it. It has been repaired once in the past and now I am in need of a second repair (looks like a real lemon) I called you service number and then received a call which I was not able to answer. I called back over a week ago and left a message. My case number is 434688. I tried calling today twice and was put on hold and then disconnected both times. No one has responded and I really am disappointed with your product and wondering if I should purchase another recliner from a different company.
I purchased an electronic recliner in 2015 with a 5yr warranty. The leg raise on the chair is broken. My husband is very ill and sometimes uses the chair to sleep in. I called la-z-boy on 12/10/18 for repair. I am still waiting to have it fixed after many calls to la-z-boy, comfort care(la-z-boy customer service), serceco and u s quality! A repair tech came to my home on 1/7/19 and advised me a piece of plastic was broken off. He was going to order it, have it sent to my home with a telephone number to call for him to come back and fix it. To this date (1/22/19) I have not received or heard anything from anyone at la-z-boy! I called Comfort Care on 1/21/19; they said they would call me back. I am still wait! Servco and U S Quality have not been helpful and have been rude. I’ve always admired la-z-boy and bought their products, but not anymore. I need my recliner fixed. I am so disappointed with your company because no one is willing to help me. The only person who showed any Interest and tried to hep was the store manager in the Rosedale office in Maryland, but he could do only so much. Really, what is happening with la-z-boy???
Here are additional e-mail addresses for senior leadership at La-Z-Boy.
kurt.darrow@ la-z-boy.com; Steven.kincaid@ la-z-boy.com; louis.riccio@ la-z-boy.com; daniel.king@ la-z-boy.com; kathy.liebmann@ la-z-boy.com; darrell.edwards@ la-z-boy.com; doug.collier@ la-z-boy.com
Lazy Boy has had months to resolve an issue with my recliner. Rather than correctly addressing the issue, we are faced with constant delays, poor communications, lack of quality service, lack of fitness for the particular intended use and nonconformance in use of the chair.
In the past they delivered the wrong sofa. Then took 8 months to replace a defective coffee table. Don’t walk away from this company…RUN!
The evening of the 10th I called customer service, after my call to Robert Monteith, Contact Center Mgr failed or refused to return my call,…while on hold for over 24 minute, I filled a complaint with Consumer Protection over the poor quality, the slow response, the delays in getting the repair resolved and a few other points.
The Magnusson Moss Warranty Act is the starting point for almost all breach of warranty claims. The act provides remedies for personal use of products when the products do not work or cannot be fixed in a reasonable time period.
Lazy Boy has had months to resolve this issue. Opposing to addressing the issue, we are faced with constant delays, poor communications, lack of quality service, lack of fitness for the intended use and nonconformance in the use of the chair.
Judicial review only prolongs the inevitable. La-z-boy offered a full store credit…why would I want more products when the first three lacked quality? Expectations as to their poor quality has already been established. With over 6050 complaints about La-z-boy products and poor service on one website, it is apparent their quality is not what it once was.
If La-z-boy stands firm on your accepting the return of the chair for a store credit…I may be required to visit their local stores several times and share the reason for the store credit with every person I meet…they may even be extended a flyer memorializing the time frame, contacts and steps taken to get the store credit!
The recliner is so bad…I am not sure good will or habit for humanity would accept it as a donation!
I feel everyone’s pain and frustration. La-Z Boy did me wrong too! Interested in filing class action suit please email me lazyboydidmewrong@ gmail.com. we need to band together!
Agreed. LZB delivered a loveseat that did not match the sofa. Even the sales person said it was horrible. LZB picked it up and offered to replace it with no guarantee, I would have to accept their poor workmanship. Needless to say, I passed on their kind offer. The Comfort Care technician who came to look at the sofa remarked that there was no quality or workmanship issues. Wow. The back cushion was not secure, there was an obvious fabric flaw on the arm that he tried to fix with a pocket knife, and the wooden legs were at least 10 shades darker. Unbelievable.
We purchased a Lazy Boy custom designed recliner chair on November 28, 2017 from Lazy Boy Furniture in Sarasota, FL. The chair was delivered on January 18, 2018. In the first part of August 2018, we experienced a clicking noises when the chair was reclined. We contacted the service department in Sarasota about the problem. On August 9, 2018, a service tech arrived to determine what the problem was. It was determined that part of the reclining mechanism needed to be replaced. On August 20, 2018, the service tech once again arrived to assess the problem. He determined which part needed to be replaced. On October 5, 2018, the service tech arrived to replaced the worn reclining mechanism but soon found out he had the wrong part. On October 24, 2018, the tech arrived to replace the worn part. While replacing that part, the tech had to remove the back of the chair to install the new part. In December 2018, we observed that the back of the chair was uneven. We again contacted the service department at Lazy Boy in Sarasota. The service tech arrived on December 8, 2018 to assess the problem. He accused us of sitting crooked in the chair thereby bending the frame. He left without any suggestion on how to remedy the problem. We later received a phone call from the service department saying they needed to replace the back of the chair and that would not take long as they could make the back frame from wood in their shop. We had not heard back from the service department as to when they would make the repairs. On December 31, 2018, we received a call from the tech saying he was at our gate with the repaired part. We were not home. The tech stated that he had a service request to be at our home to make the repair. We told him the service department had not contacted us to set up an appointment. To this date. the repair to the back of the chair has not been made. Had we known we would have this much trouble with a piece of furniture from Lazy Boy, we would not have made this purchase from Lazy Boy.
I feel your pain! This company has jerked me around as well! It is sad that they take your money and then don’t care what happens with their customers after that. RIP customer care. Once they have your money, it is over.
On the 7th Sept 2017 we purchased 2 Casey recliner rockers. Our case # was 395725.
On September 28, 2018, I purchased a Lazyboy reclining chair with heated and massaging features based upon those same features I tried out on Lazyboy’s floor model at the store located at 4515 S. Cooper Street, Arlington, Texas 76017. The chair was delivered on October 30, 2018. After several days I noticed two (2) protruding “bumps” on the back cushion located roughly at 3:00 and 9:00. The bottom cushion, at the rear, has a concave dip where there’s little or no real seat support.
On November 4, 2018, I called the salesperson where I purchased the chair and he said he cannot help me; he referred me to Lazyboy Service Department. I called the service department that same day and left my information on Ms. Angel Petty’s voice mail. She called several days later and scheduled a representative to come to our home on November 14, 2018.
The representative inspected the chair and agreed with me the chair has construction issues and he said he’d report to Ms. Petty. I requested that he take the chair with him but he refused. I called Ms. Petty several times that same day and left word on her voice mail. To date, no one has contacted me about this problem chair. I instituted a credit card payment dispute with my bank, Wells Fargo.
I purchased this chair in good faith and received a truly defective piece of furniture. I refuse to accept this chair. Based upon my experience, LazyBoy’s service department is non-existent.
We purchased a love seat and couch from Slumberland in Dubuque, Ia. Love seat and couch are only a year old and are falling apart n look like they are several year old. When we bought both they looked nice in the store and material was tight. Sales person sould of told it they were going look bad after we had them for a while. LOVE SEAT = Backs are falling down, wrinkles all over it, on the out side of both arms material is wrinkled, etc. COUCH = one side is loose, material is not wearing good. and they told us this was the top of the line WHAT A LIE. they have now had out love seat for 5 weeks and not one call to let us know what is going on. they have caused u inconvenience and frustration. We have a case number but Lazy boy seem they don’t care either,,they keep saying we are looking into it ..ya right.
LaZBoy doesn’t care. My loveseat delivered less than 2 weeks ago doesn’t match my sofa. Comfort Care came to look at it and said the quality and workmanship is just fine. Corporate office declined to review the photos I sent. Even the salesperson said the loveseat is horrible. We should band together and boycott this terrible company. I will never go there again.
Well I have read all the comments and feel adding to the consistent problems and concerns will not make any difference; so I will say this instead, when I called with a problem, and was not satisfied with the answers I asked for the supervisor. Her name was Anna, and her job description title is” Customer de-escalation manager. That say’s it all. If you need a manager to de-escalate customers, you have already failed. I agree with the comments that the recliners are made from junk materials. If I lean forward while the chair is partly declined, it wants to tip over head first. That means the chair is way under built. I will never buy another piece of chair/sofa product from them again! The hand remote to engage the chairs functions broke leaving the lumber support all the way inflated. It’s like sleeping with a football behind your lower back. I use the chair for sleep because of health issues. Lets say the response was not acceptable and leave it at that.
I am so in tune with what you are saying. I am using my recliner as my bed. I have made repeated calls to have the repair made, only to be told that it was “expedited” due to my long wait, and yet I still have no recliner. The recliner material, the wooden plugs holding it together both broke, leaving it useless. I have never been so frustrated with a company in my life.
Worst furniture ever! We bought a $5000 couch, loveseat and chair set. Within Kong’s the leather started to fall apart and bubble and rip and they have refused to do anything about it even with the extended warranty and protection package we purchased! The furniture can’t even be used and it is 18 month old because the peeling and falling apart of the leather!! I would recommend big lots furniture over this “quality” any day!!
I purchased my twin “leather ” recliners less than 4 years ago…the leather is not real leather as it bubbles and tears, and peels all by its self.. I try to contact anyone who will listen and receive ignorance from them all….”it’s not my job” seems to be on the script they read from while passing me along an endless line of weak excuse givers. They will not fix, repair ,or replace my chairs….. Total cost was $1600 bucks back then on Q.V.C..I guess I am stuck in the middle between the proverbial rock and a hard place…A lesson to be learned is what I must live with….Perhaps the C.E.O… should buy some of his own excuses and sit on one of these high priced pieces of American shame .”OOPs” there goes another 2 inch piece of genuine crap…..
We have had the exact same problem with out furniture!
Worst furniture ever! We bought a $5000 couch, loveseat and chair set. Within Months the leather started to fall apart and bubble and rip and they have refused to do anything about it even with the extended warranty and protection package we purchased! The furniture can’t even be used and it is 18 month old because the peeling and falling apart of the leather!! I would recommend big lots furniture over this “quality” any day!!
My mistake was not looking underneath the Power Recliner I bought from Lazy-boy for $1600.00. It’s made of OSB, (waferboard.) Didn’t see that fact until the 5th day of using it, when the hardware bent that holds the back on and wafer board was coming out of where the back attaches to the side. (2 days after buyers remorse.) I have an appointment for this Friday for a technician to inspect and order parts needed. (Free service for one year.) But no use of chair until the tech shows up and orders the parts needed for the repair and repairs the chair. (Now I’m worried that using the chair after the repair will result in more breakage.) I’m 260lbs and didn’t see any weight limits on the chair. I inherited a lazy-boy in the mid 80’s and that was a quality chair. I’ve been using Lane chairs with pretty good results, but thought I would try Lazy-boy. My Bad. Now I’m out of a chair because of sloppy materials used in the chair manufacture. Went to COSTCO and bought a cheap $350.00 recliner and will probably use that until the dust settles. (So far it’s better than a $1600 Lazy-boy with more features than the Lazy-Boy.) I’m sorry Lazy-Boy feels it’s necessary to victimize all of its customers and ruining it’s years of Quality Name branding with shoddy products. You would think for $1600.00 you would receive at least a mid quality chair that would be built to last. Japan was once labeled cheap, but Lazy-Boy has taken the lead in cheaply built furniture. I feel so stupid for not checking under the hood of this company, the chair, and it’s materials. The chair is waiting in a shed to be repaired. (I had to move it out of it’s spot and move it into a shed 70 feet from my front door for fear of damaging it further. (Heavy lifting.) Then I had to move the one I bought from COSTCO into its place, (Heavy lifting.) Now I would like a refund on a chair I will no longer need or feel safe in using. I have sinus and breathing problems that require sleeping in a semi-upright position. Thank you Lazy-Boy showing me how stupid I am for buying your products. (We were going to buy a nice living room set,) but guess what, not through you. Please get back to us as quickly as possible with good news that you are going to refund my money and allow me to use that towards a well built recliner from a quality company. I need my sleep! Tag # 146-46713. My 12,000 Twitter followers populated with Lawyers, Politicians, and reporters, as well as COSTCO employees are waiting with baited breath to see if you make me whole again.
On Jan. 26th 2018 I purchased $5,000.00 worth of furniture from La-Z-Boy furniture located at 1430 S. Power Road, Mesa AZ. 85215
1. a sleeper sofa for $1686.00 +$375.00 for Queen memory foam mattress +$139.00 for
fabric protection. Also two Reegan premier high chairs @ $784.00 each with 5yr, fabric protection of $139.00 ea. This is the first furniture I have bought for over 20 years and what a nightmare it was. Finally on 8-11-2018 they completed repairing the two chairs. They made two new chairs due to such poor quality to begin with the first set. However the second set were not much better, the store did eventually give me an option, but, first I picked out fabric and style, second I certainly didn’t want to go through another few months of hassle. When did repairing become the norm for new furniture? I’m at a loss as to the attitudes that times have changed and you just either put up with poor customer and quality furniture of deal with it.
How sad is this type of service becoming the norm instead of the exception. I’m so grateful that l probably will never have to buy furniture again due to my age. I certainly don’t ever want to go through the same process when I thought I was purchasing a tad above the norm in quality, I was mistaken. I’m finally done with La-Z-Boy and I pray the furniture that I purchased will last.
Thank you,
I purchased a leather recliner May of 2016 it has turned out to be the biggest piece of crap I have ever bought. I bought it from their Melbourne FL. store. The lady I bought it from is useless as far as getting it resolved, The extended warranty company says my stain is not covered yet there contract says it is Lazy boy warranty people keep giving me the run around also. I am considering calling Morgan&Morgan atty they love cases like this. I WILL NEVER BUY A PIECE OF FURNITURE FROM THIS MELBOURNE FL STORE AGAIN. Wish I had checked this site before I bought would have saved me a lot of frustration…
Do not purchase a Lazy Boy “leather” product. After three years our leather on the sectional began PEELING. It seemed to be defective. Our expectations for our purchase were not met. We had owned two Lazy Boy sectionals prior to this with no issues. I called the store we purchased from, they were wonderful, and they tried everything possible to help but Lazy Boy would not stand behind its product. I also contacted Lazy Boy corporate office and was told Nothing could be done because the sectional is over 1 year old. I honestly believe based on reading other complaints that the “leather” fabric was defective. So very disappointed.
ordered reclining sofa with electric and a reclining sofa with manual . the color was mushroom gray by their description and it looked that way in their lighting which is very intense light but when you get it home in normal house light it looks dark brown. You can never get anyone to answer the phone , you always have to leave a message and then you still don’t get a call back. this is the worst customer service I have ever had with any company. I can’t even get the district manager to respond to my e-mail.
My oldest sister had to purchase a recliner after having a mild stroke last June of 2017, This year her doctor said she wanted her to get a recliner to keep her feet and legs up for so long each day, So we took her a couple of months ago to look at recliners at La-z-boy, because they are suppose to be so good and they are American made. Ever since she has had the chair she not happy with it because to first start off with they sent her the wrong color and the pull arm they did not move to the left side like they were suppose to do. She called them and complained and they ordered her another chair and let her use the wrong one until they got hers to her. After getting the correct color and arm pull on the left side like it was suppose to be. Within about three weeks the fabric on the arms is fraying and don’t look good and there is not much padding in the arms and it is not firm like it should be. She called the store and they sent our someone to look at it. Now The store will not do anything about it and said that they way the arms are and it is her fault for the fabric fraying. It could not be her fault in that short ot a time. She has a friend that has the same exact chair but not bought at a la-z-boy store but is a la-z-boy chair and she said hers is not like that at all. her fabric is good and the arms are nice and well padded tight she has had hers longer then my sister has. I think my sister is going to get her attorney on this and maybe even turn them into the attorney general and better business bureau.
We purchased a recliner sofa to replace one over 20 years old. A week after we received it I noticed the material was already loose and sagging. And, the seats weren’t even.. It looked worse than our old one. Someone came to verify my concerns and finally agreed that I was right. The two end pieces were replaced.
We purchased this sofa last July 25, 2017, but as were are gone for several months in the Fall, it wasn’t delivered until end of September. Now I noticed earlier in the year that the left seat had several huge wrinkles where the material has gathered and stretched..and now started on the right seat. The sofa looks more worn than our old one. I paid extra for better material and told the salesman Paul Lemieux that this should be our last purchase for a piece of furniture this large. There is only my husband and myself and we have other furniture our friends sit on when they come. Ron came out and agreed there seem to be some problem but said to wait, When I told him we were leaving early August for two months, he said that was OK as I was still under warrantee and this would be extended as it was an earlier complaint. And, to contact the office before we leave should I see the problem getting worse. I DID….I DID!!
I have contacted the Sarasota office via email and sent pictures once in June via email and again today…sending pictures. I requested they contact me via phone ASAP. Still no response.
If we had read these reviews and spoken with some of our friends who have purchased items from La-Z-Boy and are very unhappy, we would have NEVER PURCHASED OUR SOFA FROM THIS COMPANY. We don’t have money to toss toward inferior product…
Is there anyone who would show concern with our situation. We were told if we didn’t have this looked at within a certain period of time then it would not be in warrantee. Now I understand…just delay addressing this problem until after the expired date then use that as an excuse.
Well….we have dated correspondence and a review from Ron who works with the company who said he could see a problem but give it several months to see it worsened. It did and now I can’t reach anyone. I do not live in the town where the store is located so it isn’t that convenient to travel there.
My advise to my many friends on Face Book and throughout out country, BUYER BEWARE! I’m sure our friends who are just as unhappy will share the same.
I am so so disappointed!!
Is there anyone out there who could help us?
There was an error in my name on a previous complaint.
I am MARIE BARNES…..NOT…..Marie Babes (type error)
We purchased a recliner sofa to replace one over 20 years old. A week after we received it I noticed the material was already loose and sagging. And, the seats weren’t even.. It looked worse than our old one. Someone came to verify my concerns and finally agreed that I was right. The two end pieces were replaced.
We purchased this sofa last July 25, 2017, but as were are gone for several months in the Fall, it wasn’t delivered until end of September. Now I noticed earlier in the year that the left seat had several huge wrinkles where the material has gathered and stretched..and now started on the right seat. The sofa looks more worn than our old one. I paid extra for better material and told the salesman Paul Lemieux that this should be our last purchase for a piece of furniture this large. There is only my husband and myself and we have other furniture our friends sit on when they come. Ron came out and agreed there seem to be some problem but said to wait, When I told him we were leaving early August for two months, he said that was OK as I was still under warrantee and this would be extended as it was an earlier complaint. And, to contact the office before we leave should I see the problem getting worse. I DID….I DID!!
I have contacted the Sarasota office via email and sent pictures once in June via email and again today…sending pictures. I requested they contact me via phone ASAP. Still no response.
If we had read these reviews and spoken with some of our friends who have purchased items from La-Z-Boy and are very unhappy, we would have NEVER PURCHASED OUR SOFA FROM THIS COMPANY. We don’t have money to toss toward inferior product…
Is there anyone who would show concern with our situation. We were told if we didn’t have this looked at within a certain period of time then it would not be in warrantee. Now I understand…just delay addressing this problem until after the expired date then use that as an excuse.
Well….we have dated correspondence and a review from Ron who works with the company who said he could see a problem but give it several months to see it worsened. It did and now I can’t reach anyone. I do not live in the town where the store is located so it isn’t that convenient to travel there.
My advise to my many friends on Face Book and throughout out country, BUYER BEWARE! I’m sure our friends who are just as unhappy will share the same.
I am so so disappointed!!
Is there anyone out there who could help us?
I can be contacted through email or cell phone 941-716-XXXXX.
Is there anyone who will HELP ??????
We bought over $7000 worth of furniture 2 1/2 years ago including leather sofas. One of them has a section where the leather is peeling off. We purchased the 5 year warranty. We went to the store where they said they would make it right. They didn’t. We went through Customer Care sending them photos of sofa, copies of warranty and all receipts. Twice. All we get is sorry, we can’t help you. I’m sorry but a $2000 sofa should last longer than 2 1/2 years. A 5 year warranty should cover something as we were led to believe. If something is not done, I’m posting on Facebook and every other social media warning people about your poor product and service.
All I can say about the salesperson Chris Angle and Barbara the store manager is that they should not be in retail at ALL!!!!!!!!!( Newport News, Va.) ordered couch and wrong couch was delivered and literally had to keep calling to find my couch and meantime was told to come get one of the showroom. When I cancelled the order they we’re like ok, no big deal! Take the time and go somewhere else cause I promise you, the customer service is awful here. RUDE RUDE!!!!!!!
I Purchased a Leather couch in October of 2017 did not receive until December . The cost was $2600. Two months later the couch had a tear in it stitching came apart .Service department came out and said they couldn’t fix it they would have to order new leather. I had to take a half day off work to hear that but that was ok I was assured it was going to be fixed. One Month later I was told piece was in and they scheduled service 10:00am-2:00pm window took the day off service man showed up said I have good news and bad news he said piece was here to fix but he needed a half day to fix and he had other appointments and would have to reschedule. I asked why it would take so long he said would have to take entire couch apart and sew in the piece. He also said this would be his first time doing something like this I said no don’t want that another day off from work wasted. I called customer service am still waiting for a call back over one week. I am deeply upset that a brand new couch with a little tear can cause so much stress and time off from work. Truly disappointed
Two years ago I bought two reclining couches and a leather recliner the one that can seat two people one couch and recliner are electric the other couch manual. My recliner is losing the thread at the very back of the arm rest and on the manual couch the back trim is coming off. Your company is telling me this is not under warranty and I need to purchase a leather arm for the recliner and a whole leather back for the sofa. I spent went over $7000 on this living room set and now you want to charge me to fix the default in your product. Which by the way the rep said it will be very costly since it is real leather. Are you serious. I don’t feel I should have to pay for this to be fix since it was a default with your company. If I would have not been cleaning my leather recliner and had it reclined I would have never seen the threads coming out of the upholstery. So my options are to pay to have it fix or throw $5000 out the door because eventually the cotton is going to come out of the arm and the leather is going to fall off. Someone needs to contact me from your headquarters to help resolve this issue. 903-665-XXXXX.
Dear Sirs,
As a child growing up, the products of Lazy Boy were featured on game shows as their big deals and top prizes. I dreamed someday of being able to afford this same luxury, and in 2015 furnished multiple rooms of my house with your product to learn that the Lazy Boy I admired as a child and was known for quality furniture was no more. From the beginning weeks of receiving my furniture, I was calling for service appointments or reporting broken furniture. I should have known something was not right when it takes 3-6 weeks just to get them to come out and look at the damage. I am 52 years old and wondering what happened to this world’s value. What happened to people honoring the product, workmanship associated with their name. I am heartbroken to say the least. I spent thousands of dollars on furniture that in less than 3 years is ready for the garbage bin. Shame on you for shattering a long awaited, hard-earned dream. Your company and your products are the exception to you get what you pay for. Shame on you!
What happened to customer service?????
Laz Boy calls their customer service Comfort Care Service……what a joke.
Wish I had read these reviews before we spent lots of hard earned money on pure junk.
Second time we tried to arrange for a service person to come out, we requested morning hours, not a specific time in the morning but a window of time – 8 to noon, etc. And not even a specific date. We get a call to someone would be out on Friday between 3:30 and 6:30pm.
Do you need hearing aides Comfort Care service. My husband called to rescheduled. Again requesting morning hours. This was the response, ‘Oh we can’t tell the service people what time to get to the places, they decide that before they go out…WHAT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
I am so disgusted that I am going to all the news media outlets, going to get legal advise (there is no contract that can’t be broken). I am not going to let this dysfunctional company steal my money!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!And stop saying your sorry because you are not!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
LA-Z BOY INCORPORATED
1284 NORTH TELEGRAPH ROAD
MONROE, MICHIGAN 48162
ATTN; COMFORT CARE
Dear sirs’
I purchased this chair from the LA-Z Boy store in Tyler, Tx about five years ago. I also purchased a fabric protection policy at the same time.
Two years ago I noticed that the head rest on the chair was deteriorating. When I contacted the dealer I was told that the damage was due to body oils and that it was not covered in the fabric policy. I was not happy but I let it go. I have lost the bill of sale and contract, but the store in Tyler had a copy at the time I contacted them two years ago.
Now the seat area on the front the chair is doing the same thing, along with both arm rests. Now what are we supposed to do, I don’t think that we cannot set on the chair without our body touching the chair. I am not very happy with LA-Z Boy products.
I am inclosing photos showing the damaged areas. If this a defective material, this is not what I thought that I purchased.
I will never purchase another LA-Z boy product. I wanted you to know what your company is putting out to the public.
Thanks
Edgar Tipton
903-489-XXXXX
Malakoff, Tx 75148
I have had the same experience with our furniture purchased less then two years ago. Sofa cracking and the warranty does not cover it because they say it is due to body oils. We certainly don’t sit/lay on our sofa without clothes on, so what kind of lame reason is Lazy Boy dishing out to not cover their bad manufactured products. I have been a loyal customer of lazy boy since 1986 but I will never buy another product from this company again. I will also be sure to let my friends and family know that this company is no longer what it used to be. Don’t buy Lazy Boy !
Very disappointed in our purchase from lazy boy. I had two recliners special ordered. One of them is broke and I called customer care and first they do not service my area so I had to get someone close. I told them what was wrong with the chair and that part is under lifetime warranty, but I have to pay $65 for the inspector to see it. How many of you customers were told that you had to pay for an inspection to get a LIFETIME WARRANTY fixed?? Than if the pins and bolts aren’t covered that’s on you. REALLY!! That’s the only reason why we went to Lazy boy was because of their warranty. As we all know they are not cheap in their prices. o now I have a broken chair!!
I love Lazy Boy. I have purchased many items since 1962 and have never been disappointed but I AM LOOKING TO REPLACE MY 2 CHIPPENDALE HIGH LEG RECLINERS WITH THE SAME. I cannot locate these chairs in my local La-Z-Boy stores so I am hoping that you can help me. These chairs are so comfy and attractive. I would upholster these chairs but cannot locate a reputable/comp. upholsterer. These are the larger high leg chip. ones. Thank you.
Purchased a room of furniture w/ design service. Coffeetop splinters and was supposed to have top replaced . Order placed on 1/30/18. Called Comfort Care on 2/13,and was told to contact within a week, as order takes up to 21 days. Called again on 3/13/18. On hold with Comfort Care this time for> 25 minutes. Informed by Sally, in Comfort care that information regarding tabletop replacement would be communicated to the individual who handles these rep[airs, and that they would leave a phone message for us by 3/16. They did not leave any message. Called for 4th time on eve of 3/16. After explaining problem, I was again placed on a lengthy hold, to which no one came on the phone to inform me that my call was not forgotten. When the rep did come back, he quickly, “thanked me for my patience”, and proceeded to talk rapidly about what they believed had occurred with my tabletop. When I attempted to stop him from talking to ascertain when I would hear something, he talked over me. He was unprofessional and rude. I eventually spoke with Dan, Manager at Greenfield, Wi store. He was great! He informed me he would take care of everything and quickly alleviated my anxiety,frustration, and concern. Bottom line: I’d think twice regarding purchasing any more La-Z-Boy furniture due to this experience. Comfort Care is deceptive in their practices, rude, and unprofessional. Plus they have some of the longest hold times I’ve ever experienced. The La-Z_boy furniture is lovely, but GOD HELP YOU if anything goes wrong and you have to go through the deceptive,frustrating experience of working with their Comfort Care Department.
Wow…so many complaints. Wish we had read these before we bought our $1500 chair 2 years ago, which lasted about one year before it becomes very discolored one head rest area. We went back to dealer and was told “They quit making this chair because of similar problems and complaints.” What can you do for us? Well…we missed the warranty by a few days. So LazBoy…what can you do to help us. It is maddening to see this horrible chair sitting in our living room. We had a LazBoy chair before this one that lasted 15 years. This one lasted ONE year. Would love for you to contact us.
Dave and Jane Gray Wallace, NC 28466
i rate thie as a 0
verified all comments customer service . Time for this to go under . they are not taking care of their franchises / they should stand up for themselves /or close all these stores so no one else gets cheated . i wish there was something i can do / how about a class action suite
Sounds like a good idea to me,please email me at lazyboydidmewrong@ gmail.com
I purchased to recliners along with 2 years ago at the time I purchased 2 warranties. I ask my sales person if those warranties covered my seating/cushions and I was told you will be covered from top to bottom. Now my seating/padding is falling because I have the standard foam not the memory foam in my recliners, which I was not told at the time of the sale. Now they are telling my that I would have to pay for the laz-y-boy tech along with the parts for my recliners. WHAT A RIP OFF!!
I feel that their sales persons should inform the customer about the two types of foam a recliner or sofa or whatever has and about exactly what the warranties clearly covers.
I purchased a lift recliner for my mother, that is undergoing chemotherapy & having a lot of difficulty getting out of her recliner. This chair was ordered on Oct. 17th & delivered on Nov. 27th & was not a lift chair. Nor was it the chair that we ordered at all! I called the local dealer & spoke to the salesperson that I dealt with when I ordered, to only have her tell me that I hadn’t ordered a lift chair. My Mother and I went to the store and only looked & sat in lift chairs before I ordered. Salesperson then said that she’d reorder. So, I went the next day to the local store & presented my case to other sales people that were there. I explained that the chair delivered to my Mother was not the chair that we had picked out at all and was not a lift chair, nor was it the right color. This person took all of my information & said that they would reorder in the morning. This has been a week ago & I haven’t heard anything from them & my Mother can not sit in the chair that was delivered to her. I intend to contact the store tomorrow & see how long this lift chair will take. Should I not agree with the 5 week delivery time I will seek my money back, or go file a complaint with the Governors office of consumer affairs & the better business bureau. Meanwhile, my Mother is very sick and does not have a recliner to sit in and is very, very uncomfortable. This is heartbreaking to see a loved one that is in such a sick state and all I wanted to do was purchase a damned chair to make her comfortable.What a royal screw up!!!!! THANKS ALOT LAZY BOY!!!
my chair was bought less then a year. under regular usage from an old lady just sitting on it everyday, the seats area fablic had start peeling off until it looks like the fabric is about to tear apart. I do not understand how can a good fabric chair cannot even hold more then 1 year and it is clearly a manufacturer defect. But today I recevied a call and after the long wait from an investigation I was told it is not cover under the warranty. The chair is so poorly made and a expensive chair can’t even hold for it first year is totally not acceptable. I need your company to be responsible to this and have it solve.
After 30 years in operations, I can say Lazy boy FAILED (STAY LAZY MY FRIENDS) NO COMMUNICATION DON’T KNOW WHERE THE PRODUCT IS OR WHEN IT WILL BE THERE. THEY ARE ONLY INTERESTED IN MAKING MONEY OFF YOUR MONEY, STILL WAITING FOR MY 4500.00 SET OH WAIT THAT MIGHT NOT BE ENOUGH TO WORRY ABOUT…….
AFTER WAITING FIVE WEEKS FOR RECLINER PART SERVICE MAN SHOWED UP TO ONLY FIND THE PART ORDERED WAS FOR A MANUAL RECLINER CHAIR, I HAVE ELECTRIC. LOOKS LIKE NO CHAIR FOR ANOTHER FOUR WEEKS.
BY THE LIST OF COMPLAINTS I SEE LAZY BOY COULD CARE LESS. NEEDED REPAIR PART FOR LAZY BOY RECLINER. SERVICE MAN SHOULD UP WEEK LATTER AND TOLD ME I NEEDED A PART FOR LEG LIFT THAT I ALREADY KNEW. SAID HE WOULD ORDER PART AND INSTALL. AFTER FOUR WEEKS CONTACTED LAZY BOY SERVICE DEPARTMENT AND PUT ON HOLD FOR TWENTY MINUTES, FINALLY WAS TOLD THEY WOULD HAVE SERVICE MAN CALL ME, WHICH HE DID. HE IS NOW COMING WITH PART TO REPAIR LEG LIFT BETWEEN 5:00 P.M. & 7:00 P.M. NEVER HEARD OF SERVICE PEOPLE COMING DURING EVENING HOURS BUT I’LL HAVE TO BE HERE DON’T WANT TO WAIT ANOTHER MONTH FOR A FIVE MINUTE REPAIR.
It appears that La-Z-Boy is going to go out of business. In todays world of multi media word gets out about poorly run corporations. I will certainly make some posts about my experience on-line this being the first.
I went to the Ocala Florida store and was interested in the love seat console piece.
I wanted a wine color it was offered in 3 neutral tones of leather. The neutral tone consoles price was $2419.99. They wanted me to pay $3800.00 for a wine color love seat console. Naturally I refused to be bilked out of $1380.00 dollars. Good bye La-Z-Boy.
Purchasing Lazy Boy furniture from a Lazy Boy store has been the worst mistake ever including the extended warranty. One recliner has had the seat replaced 3 times. The sofa has had some mechanism replaced. The second recliner has had multiple service calls starting with the extended warranty company service provider and ended with the Lazy Boy repairman. Customer service has argued with my husband, told him he was wrong and no return phone call from the next level. We have plenty of parts to make repairs in the future. 3 seats, 2 motors, 1 transformer, 2 switches and who knows what else. When all that it needed was a pin replaced in the connection, which my husband fixed. This sad story of poor customer service started in March. I requested to be contacted by upper management on several occasions and only once did that happen and when my husband requested to speak with upper management she replied she was the next level. I will never purchase a Lazy Boy product again.
January 2017 my husband and I bought $9272 of La-Z-Boy furniture ($605 was for the extended service warranty). We put down a $2100 deposit, and financed the balance on the special 0 interest for 20 months. I lost my house in hurricane Harvey…everything, including the La-A-Boy furniture….I called customer service to see if they would at least refund the warranty money, since I would not ever be filing a claim on it…..I was told no, but they would give me a credit for it on new furniture….I am still making $359/mo payments on the furniture I don’t have, so there is no way I can buy more of their furniture…..no more La-Z-Boy for us..
I would like a call from your corporate office. I have made calls to your Emeryville store numerous times about my purchase, that I have not been satified with. I have a technician out to my home four times an my couch & chair is still right . I have waited two to threes just for them to come out an still is not right. Please can I have help I,m paying for something from day oe that is not right in standards with your company.
Thank You
Georgeianna Bolan
My wife and I have been customers of La-Z-Boy for well more than twenty years. As we live on Staten Island, N.Y. we used to shop at the Woodbridge N.J. store but that store closed a while ago leaving us no choice but to go to the La-Z-Boy store in Rockville Center Long Island. We purchased almost three thousand dollars worth of furniture at this store. I fully expected a delivery charge but I didn’t expect to be hit over the head for a three hundred dollar delivery. This is excessive and gouging. Further, to charge by the piece for furniture coming to one house is outrageous. I am very disappointed in La-Z-Boy.
Wow. Apparently my being a customer means nothing to you. I have been waiting 3 days for someone to contact me regarding the fact that I have not yet received my chairs. I am so sorry I chose la z boy instead of another furniture company. I am so disappointed it hurts my heart. Please call me when my chairs are ready. I never want to hear from your organization ever again.
I will never never buy anything from lazy boy ever again .ALL of them are trained to lie to the customers. I thought my wife and i were buying a high quality leather couch. Its pealing and discoloring where it is pealing. High quality leather don’t peal after 22 months.They won’t return phone calls or they come up with some bull XXXXX story so they won’t have to cover it. I even bought the 5 year warranty and they still won’t cover or even send someone to look at it. They LIE . That’s not the only problem zipper is broke and they won’t fix that even. $4100.00 dollars is a lot of money for junk cheap couch they say it is high quality leather. Not to mention that’s a lot of money for my wife and i to spend on a couch that we thought it would last use a very long time. There all lieyers there and wont ever go back again. I’m not going to give up until they do something even if i have to drive to there head quarters.n slapnicker1@ gmail.com
The same exact thing is happening to me. I got stonewalled on the Warranty through Ultrashield. Tried to write this in on the customer service form but it is limited to 254 characters. My story:
Hello, this is James McCoy.
I purchased a reclining sofa and matching love seat on 5-27-2013. I also purchased an extended warranty for 5 years with Ultrashield. The sales representative at the store where I purchased said the warranty would cover anything that would go wrong.
I recently called UltraShield because my sofa is cracking and peeling after only four years and they said that cracking and peeling is not covered. I expected to have this couch for 10-15 years. Upon further investigation of the warranty, it looks like it only covers stains and punctures for the most part.
I feel I was misled when I made the purchase and also am not sure why the product is peeling already. My parents grew up with this brand. I just want a replacement couch, the loveseat is fine. I feel I got taken on the warranty and don’t understand how this product failed in this short period of time.
The sales ticket # is 4-36007. The store is 10900 Fairfax Blvd., Fairfax VA 22030. I used to recommend this brand and now I don’t feel I can. Is there anything you guys can do to make this right? I spent $1,600 on a sofa that is breaking already.
Can someone give me a call at 703 887 8089 and actually try to fix this?
James
In all things I have purchased in my years I don’t think I have been more disappointed. We made our purchase and one piece came in wrong. They called us and informed us they were reordering the incorrect piece. After that we had no proactive communication and no one could tell us a new updated delivery date. We have waited for weeks and got nothing but excuses. All they did was blame each other and never offered a solution. We finally had to cancel our order because of poor service. Manager comment was “he would do same thing because production team didn’t do their job”. Upset because we really wanted the furniture but Lazy-boy did nothing to earn our business.
I’m reading these posts and getting more & more aggravated, because after just 21 months of use, my recliner leg lift broke & I found a bunch of plastic parts under it. It’s a leather power rocker recliner so you know it wasn’t inexpensive. I called Customer Care and was told I had to pay $109 to schedule a service call for a technician to come & examine the chair. I asked about the “Lifetime Warranty” banners that were all over the store & was told the warranty is just ONE year. I haven’t contacted corporate headquarters yet but this is my recommendation to all of you: write a letter outlining your experiences & send it to the CEO return receipt requested. Send a copy, the same way, to your states attorney general office. And tell everyone you know not to waste their money buying La-Z-Boy. Their furniture is extremely overpriced & poor quality.
Update from 12:42 am….
Sales manager called me at 3:49 pm…
It was some kinda of misunderstanding by a junior salesman…
Bottom line. I’m picking up the chair tomorrow at noon…
Kudos to whomever got the msg across.
Happy customer… enough said.
Oh wow… after reading these nightmare stories, I wasted about 20 minutes of my valuable time (actually about 15 minutes talk time – 5 minutes wait time) speaking to a Lazy Boy Rep.
Short story – stopped by my local Lazy Boy store and found a chair I was ready to buy on the spot… Salesman looks in the back and no boxed chair. “NP i said, I just buy that floor model”. Salesman – No can do… But I can order you one (6-8 week delivery) Really? I’m purchasing this chair for my mother-in-law who is 90 years old in a dementia ward… I mean, we’ve got nothing by time on our hands… right. The next nearest store is 75 miles away and they have about 4 of these same chairs!! Local store said they don’t deal with other stores and can’t get those chairs delivered there. So, now I have to drive 75 miles to pick it up and another 75 miles to get it home. If it wasn’t for the special needs of my mother-in-law (size, ability to get out of the chair without falling, etc) I couldn’t give a rats you know what about it. I know the CS rep who took my call is just a target for Lazy Boy Corporate Kings (kinda buts a new spin on “Lazy”…)
I cannot for the life of me understand their logic in not selling me that floor model? Am I missing something here? If I owned the store – i would just order me another chair (for a few) and sell the floor model. Why put it in your show window if your going to make customers wait 2 months for a delivery? Dah…
I will update if someone from Lazy Group actually calls me – You can bet I’m not going to hold my breath..
Discussed….
I purchased a very expensive sofa 5 years ago from Lazy-Boy. Within a year one of the arms collapsed. While the arm is made with hardwood the covering over the top is made with very thin cardboard (no wood there). I paid the fee to have them come out and fix the collapsed arm. When they fixed it I gave them a heavy rubber (desk pad) to use instead of the cardboard. The tech did it and it worked great. While he was there I asked him to do the other arm as well before it collapsed. He said he could not and said he had never seen this happen before. Well it happened again on the other arm. I have dealt with it for about a year, but finally decided to call Lazy-Boy and get that end repaired. Which I paid another fee. I took a day off work because the time frame of the technician. He showed up 15 minutes before the end of the time frame and didn’t fix anything. Now he has to order another piece of cardboard to go into the arm which will do the same thing and again I am going to ask that he put the heavy rubber desk cover there instead. First of all, I don’t understand why Lazy-Boy would allow a sheet of cardboard no thicker than that of a piece of cardboard on pad of paper to be the top of an arm wrest. People put their weight on that everyday. That is not quality, especially for the price that I paid for this leather reclining sofa (over $3K).
I believe that 1. This is not a repair, this is a fixing of something that was faulty from the start. So I should get reimbursed both service fees.
I also believe that if customers knew that Lazy-Boy used cardboard in the arms of sofas to save a few dollars, they would think twice about buying from Lazy-Boy.
When I bought my sofa I was told it was hard wood constructed, not hardwood and cardboard.
I look forward to your response.
We have been purchasing La-Z-Boy furniture for over 20 years. Usually we get good furniture and good customer service. This last purchase has put us off buying from them ever again. In April of 2017 we purchased over 7,500 in furniture. The highest quality they carry I was told. We paid in full no financing required. We bought a matching leather couch, love seat, recliner and table. The couch and love seat came in fine. The recliner and table are another matter entirely. The 1st time I leaned back the back slipped out of his hold and came out. The table had a closing top that was scratched and didnt line up when.closed. I called and spoke to manager and explained the situation. She promised me quick replacement. Well they sent someone out to look at it and agreed they were bad. This person barely spoke english. I couldnt understand him. They said they would be back in couple weeks with replacements. Well they didnt send replacememts they sent same someone to repair these items. I called store manager and said I dont want new repaired items. I want new furniture. So he still tried to repair table top. The wood was a different color and he put another scratch in table. He put original top back on and now its off center with a additional scratch. 2 weeks later they return with another recliner and table. This recliner is off center and raised up 3 inches on 1 side and 1 inch on other side. So when u leaned back it threw u over to 1 side and almost out of chair. The new $1000 table is scratched worse than 1st one. I sent pictures to manager and she agreed and apologized and promised quick replacements. 2 weeks later a new recliner and table. The recliner was fine and we accepted it however this table was scratched in 2 different places and the people who delivered said they mentioned it when they loaded it and the warehouse guy said send it on. So I called to speak to manager again and she promised a quick replacment. A month later they sent a new table. I look at it on truck before they unload it and the wood is cracked all the way across lid. I lost it. I called manager. Well the manager I had been dealing with had quit. So now I speaking to new manager and she knows.nothing about my situation but would check it out and get right back with me. That was 3 weeks ago. I called and left message and still havent gotten a call back from her. I have had to be at home on 8 different occasions to meet different people. I have made over a dozen calls. I have handed out over $50 in tips to delivery men and each time provided them with large Gatorade. I have been nice and graceful and tried to hold my temper because I had a heart attack a year ago and I refuse to let this episode kill me. I said just refund me half cost of table and we would keep damaged one but gotten no result. I have called corporate headquarters and been given the run around. I am left with no alternative except take La-Z-boy to small claims court. La-Z-Boy isnt the same furniture store they were 15 years ago. The prices have gone up and the quality of merchandise has gone down and customer service just sucks. If she see a La-Z-Boy store and are thinking of buying anything my advice is to keep on driving unless you want this sort of experience.
I purchased a heavy duty lazy boy recliner on 10/29/2015 for $970.72. I just called to have the frame on it fixed and was told it would cost $160.00 to have them come out and look at it. I am 68 yrs old and live on a limited income. I can’t afford that kind of money. I just barely got my loan paid off. It is under lifetime warranty so why should I have to pay so much to get it fixed. I always thought you were one of the best of the best but obviously I was foolishly mistaken. My son said the back is made out of pressboard. How do you expect that to hold up. I had ashley furniture that lasted longer than this and they stood behind there product. When the pillows deflated they sent someone our immediately to restuff them. I am so disappointed in your product. I know you will probably do nothing but I thought you needed to know how you are affecting the community. I see all the other complaints on this website so I hope you are proud of yourselves.
Wow. Wish I had read these reviews before purchasing my recliner at the La-Z-Boy store in Rochester, New York. The manager has no clue what customer service really means and it looks like it happens at more than just my store. There isn’t one positive review in this string that says good things about this company. I’m sending my written review to the corporate office, but based on what I’ve read here, nothing is going to change,
Funny thing is that all these complaints, even though they started with product problems, could have been alleviated by providing some good old fashioned customer service.
Apparently this company, or some of their store management, just don’t understand that delighting someone is so much better than disappointing them.
So sad…
I wish I would of known how poorly Lazy Boy recycliners were made before I purchased.
We have had nothing but issues with this chair since we bought it. We have had a tech out several times, each time states he fixes it but after about 3-5 months, depending on how often sat it, it goes back doing the same thing.
All we want is our chair fixed!!!!!
NFM; where purchased is now telling me that it is out of warrenty. This is crap because it has never been fixed!
I have recently put a call into the corporate office and left messages with someone to call me,
Did they call back? I’m on hold now!!
DO NOT I repeat DO NOT EVER EVER buy from LazBoy!!!!! I wished I had read reviews before purchasing a $7,000.00 leather sectional.
There were issues from the moment the sectional was delivered!! In fact, once it was put together, I stated to the delivery people that they needed to take the sectional back because it was in unacceptable condition. I was told that I had to accept delivery and call the local office. I did and was told they could only repair the issue and would not replace it under the manufacturers warranty. There were several service calls and photos taken and the problems still exists and more keeps happening. The tails are all different sizes, leather is tearing, color is coming out, cushions, feet rests, arm rest, backs are all deflating, one recliner does not go back into an upright position, gaps between the pieces, and the list goes on.
I have called so many times to request a manufacturer’s replacement and was told no and that color coming out, threads coming out, seams showing, leather tearing is all within normal specs. I was also told that these things happening are because people are sitting on it and resting their elbows. My response to them was only 2 people sit on this sectional at night for a couple hours only and where some of the issues are no one sits at all not to mention my youngest is 21 years old!!!
Also, the extra leather warranty is bogus and just another way to get your money. I accidenttly hit a piece while mopping. I filed a claim and was told the tear was not a tear and not covered. $550.00 dollars more wasted.
I finally called corporate Comfort Care and that was a joke. After 2 1/2 months of going back and forth, Comfort Care people agreeing that the sectional needed to be replaced due to the multiple defects and poor workmanship…I was finally told that Corporate cannot make it franchisee owners repair or replace anything they sell. I was also told that part of the delay was the local office would not return phone calls from them nor send in the requested doXXXXents. Of note, I supplied all the pictures and doXXXXents they requested. I was also told the sectional was made in Mexico.
Frankly, I should have walked away when my first experience with the local McDonough store went horribly bad. I went into this store and applied for credit at the kiosk. The sales lady took the credit approval with the credit account numbers and credit limit and built the cost of the sectional around the limit. When I tried to get the credit approval slip back, I was told LazBoy owned my approval and I had no right to it. A different sales person started yelling at me saying the same things when I kept asking to see a manager. I went to another store to actually see the sofa and made this purchase. The cost was $2,000.00 less and $1,000.00 less out of my pocket.
I tried numerous times to report this bad behavior to the local franchisee owner, but never received a return phone call and that was over a year ago.
Before buying this sectional, we had a dual reclining sofa and dual rocking reclining love seat that was leather. We paid $1,500.00 for the set and it lasted well over 7 years and through young children.
Now we are stuck with a $7,000.00 leather sectional that is falling and tearing apart not to mention it looks like it is 10 years old.
I thought LazBoy was quality and would last me the rest of my life….boy was I wrong!!!!
Way to go LazBoy……your only concern is stealing money from consumers by selling substandard crappy furniture and saying oh well not LazBoy Corporate’s problem.
I repeat again…DO NOT EVER BUY ANYTHING FROM THIS COMPANY!!!!
I purchased what a believed to be a high quality leather recliner. I purchased the warranty from Guardsman. After 4 1/2 years I filed a claim because the head rest was torn in multiple places. We were denied coverage because the technician said the leather was deteriorating from normal wear and tear due to body oils. The leather was paper thin and crumbling. The Guardsman did agree to replace a torn footrest. After waiting on the part to arrive for 11 weeks, La-Z Boy sent the wrong color! In that amount of time the head rest looks so terrible I don’t know if it is worth it to wait another 11 weeks to for a new one. My husband complains that the chair has never been comfortable. He has added padding in the headrest and has to use a pillow on top of the foot rest because of the lack of padding. This chair was not cheap, $1200 on sale with the warranty. Save your money. It is cheaper to buy a $500 chair every five or so years if La-z-Boy cannot produce a better product. Other furniture stores agree there may be discoloration but leather should get “broken in” not “wear out.” I have a leather sofa from another company that looks perfect after over 10 years of sitting in same spot everyday(only some minor color change on the arms). I will never buy La-Z-Boy again! Oh by the way, this is the first negative review I have ever written for a product.Just makes me feel a little better, even though it won’t change a thing.
Looking for quality furniture repair? Priority Furniture Repair is expanding and now servicing Riverside, San Bernardino and Orange counties in southern Ca! If you have customer’s that are in or out of warranty. We do it all!. If you need more information, just give me a call. (951) 834-4288.
Thank you for your consideration,
Craig Montgomery
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
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.
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-XXXXX Thank you.
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
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!!!!!!!!!!!!!
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?
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!!!!!
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.
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!!!!
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.
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.
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!
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.
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
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….
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!!!!!!!
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.
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.
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!!
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.
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
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.
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.
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.
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.
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… .
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.
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!
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!
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
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.
File a dispute with your credit card company.
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!
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!!
File a dispute with your credit card company.
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.
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.
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!!!!!!
File a dispute of purchase charges with the credit card company. Hope this helps. I agree this company is a JOKE!
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.
File a dispute of purchase charges with your credit card company.
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..
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.
So Michael Coffey, how do we start a class action lawsuit? You can contact me by email. stcphillips at yahoo.com
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!!
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.
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 cirXXXXstances 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
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
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.
File a dispute of charges with your credit card company.
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.
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-XXXXX
Three Rivers, MI. 49093
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
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.
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.
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.
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
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
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.
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.
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.
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
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.
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.
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.
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.
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.
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 .
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!
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.
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
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.
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.
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!
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!!
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!!
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.
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.
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!
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. . .
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
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.
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 ****
my name is steve ruckman and phone number is 815-600-XXXXX 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-XXXXX
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.
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!
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.
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??…………………………………………………………………………………………………………………………………………………
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.
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
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.
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.
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!!!
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.
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.
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 cirXXXXstances 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…
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!
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.
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
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.
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.
I recommend you call the better business and file a complaint
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.
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.
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???????
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!!!!!
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??
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!
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
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
Worst experience ever! Had I done research and seen this we never would have purchase!
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.
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.
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!
Why moderate my complaint? if I do not get satisfaction, All will hear about it anyway!!!
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!
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.
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!
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.
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
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.
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.