La-Z-Boy Furniture Galleries

I bought a couch from La-Z-Boy in Sugar Land, TX. After having it a couple of months, I vacuumed it and noticed that fiberfill from the cushions was coming off in my vacuum canister. It left the cushions on either end looking threadbare. I called Customer Service. They sent someone out to take pictures of the damage. Within a couple of weeks, I was advised the damage was caused by an animal. I contacted the Corporate office who said the couch was still under warranty and I need to work with the local Customer Service.

Today, I called and they are giving me another appointment for someone to come out and take pictures again. They also indicated this would not do any good but they would send someone anyway. No matter where I vacuum, the filling comes out. The Customer Service Dept is saying that it is the fault of my vacuum cleaner. If La-Z-Boy furniture cannot be vacuumed, it should be disclosed and a warning tag placed on the furniture. I have bought furniture from La-Z-Boy in the past and never had any problems. This will be my last purchase from them. I am amazed at the complaints that are being placed on this company and they continue to get by with it. Why don't they have to stand behind what they sell?

I purchased a double recliner for 1600 dollars. After 6 months, it broke. We called the store in Paramus, NJ and they tried to guide us over the phone on how to fix it ourselves. We tried, but couldn't. They said they wouldn't send anyone out to fix it. To make a long story short, the recliner fell apart even more. There are nails and pieces of wood sticking out everywhere. I am stuck with it and can't afford to get rid of it and buy something else. Very, very disappointed and sad.

We purchased a leather sofa 3 years ago from La-Z-Boy in Ottawa. One year later, the leather on the seat cushion started to crack. We called La-Z-Boy and their insurance came out to take a look and told us "it must be someone that sat with keys in their pocket" and told us that the only thing they could do for us was to re-dye it.

That patched the problem for another year. Now, 2 of the 3 seat cushions are completely cracked and flaking. When we called La-Z-Boy again, the insurance told us it was dying and was not covered under warranty. We completely disagreed and called the GM at the store, Richard **, who was rude and belligerent and told us that it was obviously something that we did in the home that caused the damage and refused to discuss it further. He even refused to give us the name of the CEO of La-Z-Boy to pursue it further. We are completely dissatisfied both with the La-Z-Boy product as well as the service!

We purchased a custom upholstered La-z-Boy sofa 11 month ago for over $1,000. It was represented as being a plywood frame. In the last 6 weeks, we have had the repairmen out 4 times. First, the roller were bad. Now the back is broke. They sent a replacement back frame which is not assembled correctly broke just like the one we have.

Made of partical board not plywood. Haven't been able to sit in the sofa without twisting your back for weeks. Keep getting the run around and put on hold. Use to think LaZBoy was a great company. Needless to say, we have changed out mind, might as well by the crap coming from China for less money. It might last longer than 11 months.

I purchased a La-Z-Boy chair on December 2, 2010 ($500), and on Jan 19, 2012, the particle board on the bottom of the chair broke. I called the Furniture Galleries on Monday, January 23, and explained that I had major foot surgery, and was practically living in my chair, and whether they can make a house call. I left a message with Kristen at the Leo office around 10:30 AM, to have her call me back by 2PM with no call back. I called again and spoke with her. I explained the situation, and she stated that I would need the ACK number located under the chair. She would call me back later, after talking to Jason, to ask his advice on the problem. By Tuesday, January 24, around 11AM, after not receiving the call back that I was promised.

I again called and gave her the ACK number. She stated that she would check with Jason, concerning if they needed parts, or if they had something in the store that they could use to repair my chair (this is without even looking at the chair). After 3 phone calls, and not even 1 call back, I looked up a number of someone who could repair my chair. I have never in my life had such bad customer service! I will never buy any furniture from a La-Z-Boy Furniture Galleries, and I will let people know how they can expect to be treated from this establishment!

I feel I've been robbed. I went to a La-Z-Boy showroom interested in a sofa. I was waited on by a 19-year old part time salesperson who was very nice. After testing out the sofa, I told the salesperson I was interested in the sofa and maybe also a matching loveseat and chair. I asked him if they were in stock and what was availability. He said they had one sofa left in stock and the other pieces were no problem. He encouraged me that if I wanted the sofa, I should do something soon or he couldn't guarantee it would be there and I would have to wait for 4-6 weeks for availability.

I said I wasn't prepared to buy the items tonight because I didn't have my checkbook. I asked if there was anything I could do to hold the sofa until I could come back with a check. He said I could put down a $500 deposit with a credit card and he would hold the sofa for three days, but after three days, if someone else bought the piece it would be gone. I said fine. The salesperson then said, "I need you to fill out a sales ticket so that we make sure you have the numbers right on the pieces." I signed the sales ticket, thanked them and left

I was unable to come back in three days and left town for the weekend. I received a phone message from the asst. manager that they needed me to come in and put 30% down. I came back on Monday and said I wanted to buy the sofa if it was still available but I didn't want the other two pieces at this time. The head store manager was listening to our conversation and immediately said, "If you cancel the other pieces, you will have to pay a 30% restocking charge." I said, "What are you talking about? I put $500 down to hold a sofa until I came back with a check." She said no, you didn't you sign a sales ticket that clearly says on the back that there is a 30% restocking charge for orders cancelled after three days."

I said nobody told me that and nobody told me I was placing an order. I put $500 down to hold a sofa. She asked the salesperson if he went over the cancellation policy with me and he said no. That didn't matter to the manager. She insisted she had to follow store policy. The store manager was one of the rudest people I have ever met, never even listened to my side of the story. I asked for the name of her manager and I told her I was sorry I ever even walked in the store to try to buy something and walked out.

After several calls, the reg manager called me back and proceeded to lecture me on their company policy and I said I understand your company policy but I was unaware I was placing an order. I had the understanding they were holding the sofa. He said, "Well, you signed the sales ticket," and I said the salesperson told me it was just to make sure he had the right stock numbers. After a lengthy discussion, he told me he would do what it takes to make me happy. I could buy the sofa alone without the restocking charge for the other two pieces. I said I appreciated his offer but I would have to talk to my wife who wasn't home to see if that is what we wanted to do because we were very upset about how we were treated and didn't trust the people at the store.

After several days, we decided we didn't want to do business with them and we wanted a refund. The store manager called us back a few days later and asked us what we wanted to do. We informed her of our decision and she said she didn't think that was an option and she would call us back after talking to her manager. When she called back, she said we would not get our money back. I was not happy. I called the reg manager back but the coward has not returned my call. I must also say I am 61 years old and own my own Office Supply and Furniture Co.

I think I know a little about buying and selling furniture. I have never had a more unpleasant buying experience in my life. I feel I've been robbed. I am in the process of disputing this with my credit card company. After reading some of the other testimony on La-Z-Boy, I fully understand it is not just me they are jerking around and misleading. This must be a company policy. At this point, I wouldn't do business with La-Z-Boy if they gave me the furniture. Buyer beware!

We bought a $1,000 leather recliner for my 80-yr-old father in 2011. Within 6 months, the leather 'color' wore off of the headrest. When I contacted them, they sent out a 'technician' and a week later, they told me it was not a warranty issue, basically not their problem! Really?! 6 months is all that a painted leather chair is good for? My father is on very limited income. How dare they go around ripping people off and telling them basically 'tough luck' you can buy a new head rest! I will never ever do any business with them and will tell everyone I can!

I purchased a chair and table on January 15, 2012 with sales ticket indicating delivery for January 21, 2012 between 7:00am and 8:00am. I phoned on January 18, 2012 to confirm delivery between 7:00am and 8:00am. On January 20, 2012, the delivery department phoned to confirm delivery between 5:00pm and 6:00pm. This is not acceptable.

The delivery department would not change to my convenience, even though they had a one week notice. I contacted Lazy Boy Corporate who only forwarded my call to the local store in Glenview, Illinois. Delivery change could not be made. I cancelled the order. The salesperson insisted that I must come into the store for a credit. We are in the middle of a blizzard and I am in my 70's so I cannot drive to the store. The salesperson is cancelling the order but cannot issue a credit until I personally come. I contacted my credit card company who is putting a hold on the charge amount.

I purchased two La-Z-Boy recliners in 2010 in Houston, Texas. One had to be repaired three times in 2010 (most recent in September 2010) due to mechanical and material issues. The same chair started exhibiting the identical mechanical issue again this month, January 2012. I guess I should be glad it lasted a year before failing again.

Additionally, my other recliner now has the same mechanical problem, noisy/squeaks when rocking. It sounds like a bad bushing on a car. La-Z-Boy Customer Service for Houston says I will have to pay for the labor and delivery charge since warranty for labor is only good for a year. Pretty poor workmanship! In 2010, I asked Customer Service for a return/refund but was informed my purchase was a special order (the color material was not available in the store) so I could not return it. So I asked to exchange them for a much larger product which would have given La-Z-Boy even more money but they refused to work with me on any exchange.

I purchased two La-Z-Boy Gavin style sofas from Anguish in Brantford in August 2010 - delivered in September and a high pressured sales person and manager at that assured me of the quality of the leather as I was all set to purchase from Leather by Mann where my mother just bought her sofa set. Unfortunately, I believed him and bought La-Z-Boy.

In October of 2011, I reported to Anguish Brantford, the warranty company, and La-Z-Boy head office that the color was literally lifting in various areas all over the 2 sofas and continues to do so and they said it was natural and not covered. Not one of these places offered to do anything but gave me some other outside companies name to call and pay them to 'color correct' what I truly deem as a faulty dye job on the manufacturers side of things.

After reading other complaints here I am sure I am right. This is not just happening to me and La-Z-Boy is outright ignoring their customers! This is a costly situation and had I known my furniture would look like crap in just over a year. I would have stuck to Leather by Mann, my mother's furniture still looks wonderful and no color loss.

Also, buyers beware. Another friend of mine has purchased furniture from another leather store and his furniture is not loosing its color. Stay away from La-Z-Boy. They do not stand behind their products or their customers and they will not be getting my repeat business. Hopefully, they will lose yours. The biggest favor La-Z-Boy can do at this point is to contact these customers and fix these dye jobs at their cost. We trusted them to deliver quality leather furniture. (Side note: on the subject of quality on delivery of these two sofas, one reclining end was damaged and had to be returned)

Do not purchase anything from the store in Barboursville, WV. The employees are very nice while they are trying to get you to buy their products. Then they become the best liars in the world. I purchased a couch and a chair and it took 3 months for delivery. Every time I called, I got a new story. It was lie after lie. I had to track down a manager in another city to finally get some help. Never again! Think twice before you buy anything from any Lazy Boy!

La-z-boy Alpharetta was to deliver a chair and it came in the wrong color. I refused it and called the store 4 times and left messages to find out if I could correct by phone or if I needed to come in.

Even the manager couldn't answer the question and left a message for the salesperson to call me. I never heard back so I called again and was told that they were really busy. Evidently too busy for me so I'm taking my business elsewhere. No customer service!

I purchased a lift chair in 2006. In 2011, the cover on the wires to the hand control cracked. I took it to La-Z-boy in Madison, Wisconsin where I purchased the chair. They took the control apart and taped the open wires. About three months later, the control started smoking and smelling of an electrical fire. They came out to inspect the chair and charged me $139 for a new hand control. I realized the original control was old but they were the ones who taped it together, which in my opinion caused the fire. I feel they should have replaced the control at no charge.

We purchased a leather sofa recliner and chair recliner in September 2006. We were told they were having trouble with the leather color we had chosen so delivery would be delayed. We received the set in February 2007. For the last year and a half, the leather sofa has lost its color on certain sections (not all of which came into contact with skin). We feel we have received defective leather.

This set cost almost $5000 and we feel this should not have happened if it was good quality leather. We have friends who have had their leather sets for over 10 years and do not have this kind of problem. A service representative at the Canadian La-Z-Boy was willing to replace the section affected, but the leather is discontinued (I wonder why) and La-Z-Boy in the U.S. would do nothing. I will never purchase from this company again nor will I recommend it to anyone we know. I'm very disappointed. This company is overrated.

I purchased two La-Z-Boy leather recliners in August 2010. In November 2011, I noticed the the color on the backs of both chairs was flaking off. I contacted La-Z-Boy, who informed me that the chairs were no longer under warranty and that it would cost me $132 per chair to have the backs repaired. I would never have paid the high price for these chairs if I would have known that they would not last longer than 15 months. I feel that there is a fault with leather and that they should stand by their product, instead of trying to squeeze more money out of the consumer.

I was told upon purchasing both a reclining loveseat and regular size couch, that if i purchased additional insurance "Gaurdsman fabric/Plus" 10 year protection plan that anything that happened to my furniture will be covered. I was lied to. I "puppy sat" a friends pup, and upon waking up in the morning, found that the pup had chewed through a bottom corner on the loveseat. I "discovered" that Gaurdsman and La-Z-Boy will not cover damage, which is one scenario, I had asked about before purchasing. I asked if it was covered, as that is what had happened to the set prior to buying from La-Z-Boy for the first time (and last).

Also, there is a loud rubbing noise that comes from the loveseat, as well. Also the tucked in buttons in the backrest on the regular size couch, have popped out. After only having set for less than a year now, the store where I purchased, I must say, is in process of fixing the rubbing noise, as well as the buttons, but we shall see as the store's repairman just came out yesterday, took a look, and said he had to order parts and made an appointment with me for this next Friday. Now, I have to get the chew fixed on my own.

I purchased 2 lazy boy chairs from them and the fabric has come off both chairs. They replaced them and it did it again. I wanted to switch out chairs for different ones because the fabric was not holding up. They have refused, so I gave up. Then I have been embarrassed by people coming in to our home seeing them. I called Lazy boy in Fort Wayne. They can't do anything because the fabric has been discontinued. All I want is 2 different chairs or have them pay to redo them. I paid a lot of money for these chairs and have had nothing but problems since I purchased them in 2009. They have been this way since I have had them.

We purchased a model 010572 Reclina rocker. When using and you return the chair to the seating position, there a a noise like a clung. We had a service person come and was here for less that 5 minutes and stated that "it was normal". I have worked in manufacturing and when there is a noise that doesn't sound right, you fix it. If this is the case, you do not make a quality product. I'm an unhappy customer. Also, we paid $52.88 for this response.

I bought over $5,000.00 worth of furniture from La-Z-Boy in Birmingham, AL, just two years ago. Within the first year, I had all of the cushions in the sofa and chairs re-padded because they went flat. The recliner back was flat as well, and then, when we reclined the chair, it was tearing a hole in the cushion. They finally came, and picked all of the pieces up and replaced it all. Within 6 months, the same thing happened again with all the cushions and the back of the recliner and the sofa.

When I called them, they told me it was out of warranty! That is not at all right. Less than a year that it was replaced, and it should not count the day it was purchased. It took three months to get the furniture in the first place. Plus, you train your sales people well. You tell them to say it is a lifetime warranty! They leave out the fact that it is only on the mechanical parts and/or springs. 15 years ago La-Z-Boy was a good product, and now it is just junk that ships from China.

I took two pillows (cushions) in the store where I purchased the furniture a couple weeks ago. The manager was all over me trying to solve the problem. He just directed me to someone, who was going to call, and get this worked out. They didn't work anything out. All I am going to do is go back in the store, since it is the holidays and they are busy, and bring the other pieces back, and compare to the furniture on display, and let customers see what they will be purchasing. they will know not to buy the furniture, after I show them how my furniture looks. I do not have children, and my furniture looks like it is 10 years old. They will see for themselves.

Besides the worst service, they are never returning calls and doing whatever they need to do to sell a product. They do even when they lie. I would never buy. And I will tell everyone I come in contact with never to buy anything from them. I am going to small claims court.

I will never buy anything La Z Boy again. Less than 48 hours of delivery, as per their guarantee, I called store. The recliner makes loud noise when closing. I talked to 3 different people at the store slsmn: "I only sell them. I don't make them or repair them." I was told I have to pay another $100 for them to pick it up. The customer service directed me to yet another phone number/person. I got no return calls. I disputed with my credit card company. This is ridiculous.

I bought over $15,000 worth of furniture from the store in London, Ontario. I have phoned them twice about my table. It marks so easy and scratchesunbelievable. I put a hot dish on a hot cover on the table and the second time the color has come right off the table. I will never buy anything from them again.

I am going to tell all my family and friends about phoning the store and the women telling me just live with the scratches since it's what gives it character, not the second big white spot on my table. It looks awful. I phoned them twice and I am not happy.

I will never purchase this product again. I purchased two theater chairs and within seven months, three of the arms needed to be replaced. It makes sense since the replacement part they sent to fix the problem is cardboard. The armrests are cardboard. Now three months later, we finally have a tech here to put in cardboard to fix our $2000 chairs! Never again.

I purchased 2 La-Z-Boy Chelsea Recliners on April 27, 2011. La-Z-Boy has a one-year guarantee. These chairs are in my Florida room and are rarely used. I have a knee replacement and the leg rest pains my affected knee and back. Sears states that the chairs were purchased through WalMart who has a 3-month guarantee. These chairs were $499.98. I am willing to exchange for chairs I can utilize. Why can't La-Z-Boy extend their warranty to me?

The chair was purchased in April 2010 and is now uncomfortable to sit in. La-Z-Boy had a rep from an upholstery company inspect the chair and he found that the recliner chair cushion has "compressed". However, this part of the chair is not covered by the extended warranty I paid for.

I'm having a horrible experience with La-z-Boy vs their recliner purchased less than a year ago. The leather is severely worn. They say it is normal wear from skin oils but it is in a place where skin is never in contact and it is only on one side of the recliner. Hmmm. Also, the cushion is greatly compressed. Overall, poor quality and La-z-Boy isn't standing behind their goods. They are offering no resolution.

Purchased a love seat and sofa in the fall of 2009. At time of delivery one item was the incorrect fabric and color. The item had to be reordered and I was told it would be delivered in a few weeks. It was the holiday season and I was assured that it would arrive by Christmas. Item did not arrive until January. In October of 2011, the frame broke on the love seat. I called customer service and was told it would be a $100 service charge two weeks in advance for someone to come out and look at my "life time warrantied sofa."

When service man came, I was told he had to order the parts and it would take 10 days. He set me up for repair call on 11/22 and asked that I be slotted for last delivery of the day (he lives down the street from me. ) I was told to let customer service know when the part was in and make sure I reiterated last delivery again. Part came on Saturday and I called the number to let them know it had arrive and to confirm last delivery. I received voice mail, I left my name and number no one ever called. Called again on 11/21 and was told I was scheduled for 10:25 to 12:25. Not the last delivery as I was led to believe I would have. Had to reschedule since we do have to work for a living. Thank you Lazy Boy for another holiday and no seating for my guests. It is becoming our families tradition.

Don't bother writing to the corporate offices in Michigan. Wrote a letter in October to the president to complain about charging in advance for service calls (you wouldn't pay two weeks in advance for someone to look at your car would you?). I did receive a phone call from the customer service department stating I have been assigned a file number in the 9900's and someone would get back to me. Still waiting. I have purchased several Lazy Boy items over the years and will never buy one again.

A recliner that we bought did not hold up well. Where my legs rest, it is all worn and the seat cushion is all deformed. My husband's recliner that was purchased at the same time looks like new and he sleeps in his. I would like a representative to come and check this out.

We bought 2 burgundy leather recliners at La Z Boy in November 2007, on sale at $899.98 each. One was seldom sat in and retained the color. But the other started losing color in a few months and got so bad. They replaced it. It was just outside of the warranty. They said they had some trouble with the burgundy colored chairs and suggested we take a different color. Now we are having the same problem with the second chair. It is 4 years old and you would think that a $1000.00 chair would last longer than that. We called them and they aren't going to do anything for us. I think they should give us at least 50% off the purchase of another chair. The color is even coming off on ours and visitors' clothing. I will not do business with them ever again. Furniture stores should stop selling their brand. They don't stand behind their products.

8 years ago we purchased a Lazy Boy recliner - a special recliner; it was a leather chair with a separate ottoman. The chair rocked, turned and reclined via a mechanism located at the base of the chair. It's similar to danish or eames studio recliner, except with a circular wood base. It cost over $1600. We still have all the paperwork with the chair - the original receipt, the tags. The only thing missing was the one originally stapled to the bottom of the wood piece on the chair - we had to remove it as it dragged on the ground.

Fast forward 8 years. The leather is fine, the mechanisms work - frankly, up until a month ago. It looked as good as it did when it was new. So, what's the problem? The wood on the base of the chair suddenly cracked and broke. Basically, the frame broke off from the circular base. We called Lazy Boy to tell them we have the 'lifetime warranty' on the frame.

We had to pay an $80 service call fee and they send someone over (of course, we thought he's going to fix it). He looked it over, asked where the tag on the bottom of the chair was (according to him, that's the style number of the chair); takes a few photos of the chair and tells us that in order to repair the chair we need to order the appropriate parts. So we waited.

Three and a half weeks later, we still haven't heard from them. My husband called them (he called them at least twice before that, they would call back but never left any information as to the status) and spoke with a "customer service" person. The make it short they aren't going to honor their warranty because of the ff: 1) that was a special designer chair 2) it's no longer made and there are no available parts for it 3) the tag we removed was the warranty (baloney) 4) the base of the chair isn't actually the frame (according to our warranty paperwork it is) 5) the chair was made by a third party (first we heard of that particularly since it has a Lazy Boy label on it) 6) the chair is only covered for 5 years (When we called them originally, we told them that the chair was 8 years old. If the warranty didn't cover our chair, why take our $80 for a service call - why not tell us at that time that the chair was not covered?)

Sadly, I have a leather recliner and an ottoman that looks great except for the fact that the bottom is busted and it's completely unusable. The only reason they get one star is because they issued a refund for the service call - although they didn't want to. Will not do business, nor will I recommend Lazy Boy to anyone.

I purchased a recliner and decided to pick up the chair myself. They promised me they would have it on the truck from the warehouse and would have it in the store for pick up 3 days later. I arranged for a truck on that Tuesday, only to receive a phone call late in the day letting me know they never got the chair on the truck.

They then promised to have it in the store that Friday and I could pick it up anytime during the day. I borrowed a truck and proceeded to travel 40 minutes to the New Hampshire store. I decided to call in advance just to make certain it was there. After keeping me on the phone for 20 minutes, they then informed me that the chair was broken and would have to order me another one. At that point I told them to forget the chair and would like to cancel. They insisted that the chair would be available the following Tuesday and I continued my insistence on a refund. After 15 minutes of getting no where, Jessica informed me that there is a no return policy after 3 days. Without hesitation, I questioned her as to how can the 3-day policy be in effect when I haven't even received the chair.

I then let her know that the part that infuriates me the most was that no one had the decency to call and let me know in advance. Jessica's reply was, "We only make our phone calls on Tuesday!" You can imagine, I no longer wanted to speak with Jessica. I called the Lazy boy front office and although they were nice, they instructed me to call the NH store manager. So, I did. The store manager finally answered my call and introduced herself as Jessica. All I could do was laugh and of course, hang up. It is now in dispute with my credit card company. I have furnished 3 homes with Lazyboy furniture over the years. I guess a good loyal customer is not that important to them!

We wanted to get quality furniture that would last; we shopped around and ended up at La-Z-Boy. The prices were higher, but we thought with a well-known brand like La-Z-Boy, we would get a quality product. We ended up purchasing a couch with 2 recliners and a love seat with 2 recliners. I don't even know where to begin. The backs on all 4 recliners are at an angle, all the material is loose and one corner of the couch has no cushion at all, its material over a wood corner. We have to put pillows on the corner of the couch just to sit there. Mind you, we have had this furniture for a year now. These problems were pretty much from the word go. La-Z-Boy is finally sending someone out today to fix it.

Months after, someone came out to inspect and take pictures of the junk, they sent us 2 big bags of cushions and 4 recliner backs, this was weeks ago. So, yeah, it's under warranty and it appears they are finally going to fix it. However, I'm sure it's with the same junk parts it was made with to start with, only now we have no warranty. Bottom line, you do not get what you pay for. La-Z-Boy is junk! I wish I had my old cheap value city furniture back; we had that for 10 years with no problems. Do not buy La-Z-Boy. I know I never will again. When they came to repair the furniture the first time, they left all the old heavy parts for me to get rid of and they did not complete the job. They will need to send more parts and try again. When I called La-Z-Boy headquarters, they said they are doing what the contract says they have to do. Oh, and FYI, my aunt got recliners there, too, and says the same happened to hers.

We are stuck with furniture we paid over $2,000 for that is junk. Also, we have to take off work every few months for them to come and "repair" it.

I purchased a floor lamp at the Lazy Boy store in Manchester during the month of June, 2011. In the fall, I moved the lamp for the first time and the leg broke off. The leg couldn't be fixed so I called to ask if I could bring the lamp back with a reimbursement towards another lamp. The service said that he couldn't help me. I asked if someone over him could help me and he refused to do so. I called the Central Office in Monroe, MI to ask for guidance in this matter. The person answering the phone, immediately, transferred me to another line. No one ever picked up on the line I was directed to even though I waited for over 20 minutes. I no longer think of Lazy Boy as quality furniture. It appears that their workmanship and customer service has deteriorated.

I purchased a reclining couch and a chair and a half from Lazy Boy Furniture in 2007. Within a matter of months, the chair and a half was broken. The wood piece underneath the reclining mechanism cracked in half and the reclining mechanism itself also broke. They repaired the reclining mechanism but not the wood. It has broken 5 times since. We were told that our warranty would not cover this problem anymore. No refund no replacement. Our reclining couch cushions were replaced because the "batting" underneath the fabric was bunching. The wood pieces under the couch, where again the reclining mechanisms are, are also broken. The furniture is not such that is used on a daily basis. Don't know where to go from here.

I bought a $2000 recliner love seat in microfiber on July 2011. I received a piece of junk. The fabric looks like wrinkled bolt-end fabric. Supposed to be smooth microfiber, it has heavy "pebbling" and wrinkled. Loose-fitting fabric, the lower pillow section was put on crooked, the two recliners are not put together properly and large gaps between the seats and the center console. They sent out a "technician" who didn't understand what I was telling him. The service department did not return my calls. After several weeks, they said they would call me back next "Thursday". They never did. I keep calling and they keep saying that they're reviewing the problem.

I sent pictures of my couch, drove 60 miles down to the store and took pictures of the floor model which was supposed to be identical to what I bought. I sent them those pictures. They claimed that they were identical. They're not. The couch, overall, has terrible quality. It looks 10 years old and it's only 2 months old. I wish I had bought a Barcalounger. My last recliner couch was a Barcalounger and it lasted beautifully for over 10 years. The mechanism still works perfectly. The mechanism on the La-Z-Boy is noisy, the seat's back will not come up on its own. You have to pull it up when you get out of the seat. They call that a "feature". Do not buy a La-Z-Boy. What you see in the store is not what you will get in your home.

I purchased a couch and love seat from La-Z-Boy and under their encouragement, purchased the warranty in addition. To summarize, I placed a claim with the warranty company after noticing some peeling and discoloration of the leather on my sofa. A few months later, the love seat started the same discoloring. After "debating" with them for 8 months, they decided to honor my request to replace the sofa, but not the love seat as it was determined through two independent fabric companies to be an adhesion issue with the leather which was considered a manufacture warranty. So I contacted La-Z-Boy to ask what they could do and they basically refused to take any responsibility, but would offer me a generous 20% discount! So now, I can get a replacement couch (only from La-Z-Boy) and have mismatched furniture because they don't even make the same style. Very disappointed in a company that I thought was very reputable. Shame on you La-Z-Boy, thanks but I will take my business elsewhere.

We purchased a La-Z-Boy reclining leather sofa from a local La-Z-Boy dealer on April 13, 2011. It was delivered about 2 weeks later. After sitting on the couch for a few days, it developed deep wrinkles in the seats. We called the the consumer affairs department and they sent someone to check on it. When the repairman came, he also found a tear in one of the seats. He said it can be replaced and the seats can be rewrapped tighter. His opinion was that the leather was not wrapped correctly at the factory. After waiting for the replacement seat for so long, La-Z-Boy decided to just replace the sofa.

We took delivery of a new sofa on 8/31/11. This "new" sofa's seats wrinkled the first few days we sat on them, even the middle one this time. We called consumer affairs again, the same repair person came to look at it. He said the same thing. In his expert opinion, the factory must have one pattern for the seat covers with directions where to staple the fabric or leather. And the leather needs to be stapled tighter. He said that it can be fixed. But now La-Z-Boy is saying that the couch is within manufacturing specs. Well of course, it is if the pattern is not adjusted for different coverings!

A very mean lady finally told me to take it up with my local store. So, I did. The manager of the store actually came out to see it and said that it was definitely not acceptable. It looks awful. He took pictures and said that he would handle it from his end. After waiting a few weeks and making more calls to him, he has now told me that he couldn't help me and I need to do this on my own! Well, where do I go from here? The consumer affairs people are nasty to me and just hang up when I try to talk to them. I asked to talk to quality control who they say make the final decisions, but they cannot or will not connect me. I either want my couch returned and my money refunded or this one fixed. To add more information, my husband has the matching reclining chair since March and there is not one wrinkle in the seat. He weighs about 175 lbs. I weigh 120 lbs.! Something is not right with the manufacturing of this couch. I am hoping you can help me get some satisfaction.

If you own a post 1992 older La-Z-Boy recliner that you paid a high price for, because you thought it had a "lifetime warranty", be prepared for a shock and don't patronize them again. Knowing full well the "lifetime warranty" was parts only at purchase in 1996, we discovered that their wooden frames, the very heart of the chairs, were glued together with no screws, nails nor staples to hold them together. As the frame ages, the glue dries out and the frame suddenly fails and dramatically and literally falls apart. Anyone building furniture that is reputable knows that you use glue and fasteners to join two pieces of wood together if it is expected to last!

Yes, La-Z-Boy's "Comfort Care" Company will come out for a non-refundable payment of $80.00. And they will spend five to ten minutes telling you the chair requires five or six hours of labor at $80/hour to repair it and their parts are free (whoopee). They will re-install the same junky, glued together frame after pulling the chair apart. But the most intelligent buyers will simply give up and toss the expensive chair in the dumpster. So, don't buy from La-Z-Boy. And heaven help you if you try to reason or complain with their confrontational and rude management at Comfort Care. I'm guessing this glued frame failure problem is so wide-spread that there would be basis for a great class-action here.

I paid cash for a couch and I have waited since 25 Jun 11. What kind of business is this? You, people, make interest on people's money while you ** off. This is **. I am very dissatisfied when the receipt says 6-8 weeks for delivery. I don't think that there is a real good excuse. You sure don't deserve one star. I hope that my couch, if i get it, is the best ** couch I ever sit on. I'm getting hosed.

I recently purchased two rocker/recliners. One was in stock and the other one was a special order. When the chairs were delivered, the special order chair had loose fabric on the arm. And the nap of the fabric was wrong on one arm, which gives a lighter appearance. We had a technician come out. He told me that the chair should have never left the warehouse in that condition. After many hours on the phone and going all the way to corporate headquarters, they agreed to give me a credit to replace the chair. I reordered the chair, same style, same fabric. But when it was delivered, it was worse than the first one. I have been buying Lazy Boy chairs for many years and this is my eight chair. I have always been totally satisfied with the workmanship until now. The workmanship has drastically declined. Now I have to order and wait again for a new chair. If the workmanship is not any better on the third chair, I will cancel my order, get a refund, and go to Lazy Boy's competitor.

I bought 2 burgundy recliners. Ever since I bought them, they bleed when you wipe them. They will eventually fade. I am unhappy with them. I have not even paid them off, and the color should not wipe off! I really would love just 2 plain black leather recliners that do not bleed! I have been saving for years for new furniture. Now that my autistic son moved out, I wanted to refresh my furniture with years of wear and tear of medicaid staff working with my son, and literally wearing out my old couch. I adore my butter cream leather couch. I love my recliners, except the color will be off in years to come. I have a bad back, and finally can sit through a movie without pain. Please help me! I am still paying them off!

I wanted to purchase some recliners and decided to go with La-Z-Boy since in the past I had heard they where the best around. I went to the store in Richmond, VA across from Short Pump Mall and the salesman sold us two recliners and set up the delivery.

Lo and behold we were told that they would be delivered on Saturday, Oct 8, 2011. On Friday, they called us and told us the truck was full and couldn't deliver the recliners. They stated they would deliver the next Tuesday, Oct 11th. We waited and no recliners showed up. After calling the store we were informed that the area we lived in is out of the delivery zone and that they could not deliver until the next week, Tuesday, Oct 18th. They had set up a delivery date without clearly clarifying the issues with delivery to us and set up a date without consulting with us.

We later found out that they only deliver to our area on Tuesdays and Thursdays. We were very disappointed with the sales person (Brian) as he did not tell us that this would be an issue and gave us the impression that delivery would not be an issue. We called the store and they would not work with us on trying to rectify their mistake. They're not very helpful and they didn't appear to care whether we cancel or not.

We ended up canceling the order and going with another company. Sad to say that friends which are looking to buy furniture will be told of this story to make sure they are aware of their customer service or lack thereof.

I purchased a recliner in 2007 for $1,050, which is most I've ever paid for any piece of furniture. The fabric, after four years, is literally disintegrating. I do not have kids, and there is no reason it should look this horrible after four years. I called La-Z-Boy and was told by Mary the manager they would charge me $80 for someone to come out and look at it and possibly repair but she wouldn't make any promises. No concern, just a robotic response, and here's the 1-800 number for corporate. Others have recently told me the quality from La-Z-Boy has gone downhill over the last several years and I agree. I'm now faced with replacing the chair as it's literally pulling apart in the fabric threads.

My recliner chair fabric is balling after just weeks. It looks like I've had it for years. The tech came to my home, took pictures and I never heard from them again. After numerous phone calls, I am frustrated. Now, that I have read all of the other complaints about La-Z-Boy, I am not very hopeful that I will ever get this resolved. Wish I had read this website before my purchase.

La-Z-Boy has poor cushion quality. We purchased a La-Z-Boy recliner sectional sofa and in 1 year it began breaking down. It was apparent that the sofa was manufactured using different quality products. When we contacted the company after 14 months, they said that they were sorry but the warranty was up. They have a very poor customer service, I paid $2500 and got just 14 months of service.

The chair had sharp nails that weren't all the way in, which they had already fixed. The material was worn after only a month of use. The chaise lounge chair when opened; it was loose and wiggly. There was no padding on the sides and what they did became lumpy very quickly. They sent out their service man and he took pictures and reported to customer care. They called me and said that I could get a new chair.

I have been back to the store many times and they say that they know nothing about it. I called customer care and they said that everything has been arranged and sent to the store. I have called and been put on hold, hung up on. They promised to call me back but no one ever does. I am a senior and this will probably be my last purchase of furniture. I sure would like to have a chair that is worth what I paid for it. I wish I had gone to this site before I bought the chair. I previously had purchased a chair and a couch from them and they were okay. I just want to get a decent chair. It is so frustrating dealing with disreputable businesses and people.

I purchased a leather sofa/recliner along with a 5-year protection plan. I had no problem with them accepting my money for the protection plan, I didn't have to fill out a form or wait for a response. After 3 years, I noticed that the leather was fading in spots. After calling "Guardsman", filling out their survey and sending it back registered mail (as they wouldn't accept anything after 10 days), I received a notice that because I didn't accidentally cut, rip, stain etc. the furniture, it wasn't covered under the plan because it was a manufacturer's defect (poor leather quality). There's no better advertising than (in my case) a dissatisfied customer.

Upon relocating to Texas, I purchased a sleeper sofa from La-Z-Boy in August 2010 for visiting relatives. Their "live life comfortably" motto is a joke! The low-grade sleeper mechanism squeaks and sags. You can feel it through the seat cushions. The fabric is wearing poorly and is rippling on the arms. I have had service on it three times, and within two weeks of "repair," it squeaks every time you sit down and when you try to sleep on it.

The last time, they actually took it to the shop (no sofa for over a week) and supposedly took care of the problems. Again, it lasted about two weeks. They will only keep replacing the mechanism with the same type, which is the problem. I could have gone to a junk store, paid four times less the price, and gotten better quality than this. I will be sure to warn everyone I know and ask them to pass it on, that La-Z-Boy is not the company it once was. It does not stand behind its products.

I purchased the most beautiful custom leather recliner in yellow. I love the comfort, I love the color but I do not love the workmanship. Where there is a seam, it has become loose. I use my chair daily, but surely for the price of a custom piece, the seams should last a number of years. Also where the seams came loose, the thin leather has been breaking down . I started out very happy, encouraging all my friends to buy one similar and some have bought it. Now, I am not happy and just hope my friends will forgive me if the same happens to them.

We wanted to get quality furniture that would last. We shopped around and ended up at La-Z-Boy. The prices were higher, but we thought with a well-know brand like La-Z-Boy, we would get a quality product. We ended up purchasing a couch with 2 recliners and a love seat with 2 recliners. I don't even know where to begin.

The backs on all 4 recliners are at an angle like the frame bent, all the materials are loose and one corner of the couch has no cushion at all. It's material over a wood corner (very dangerous). We have to put pillows on the corner of the couch just to sit there. Mind you, we have had this furniture for a year now and these problems were pretty much from the word go. La-Z-Boy is finally sending someone out today to fix it. Months after, someone came out to inspect and take pictures of the junk. They sent us 2 big bags of cushions and 4 recliner backs, this was weeks ago. So yes, it's under warranty and it appears they are finally going to fix it.

However, I'm sure it's with the same junk parts it was made with to start with. Only now, we have no warranty. I would have much rather had a partial refund. Bottom line, you do not get what you pay for. La-Z-Boy is junk! I wish I had my old, cheap Value City Furniture back. We had that for 10 years with no problems. Do not buy at La-Z-Boy. I know I never will again, but I do make sure to show everyone that comes over La-Z-Boy's quality. FYI, my aunt got recliners there too and said the same happened to hers. Thank God I talked with my parents about La-Z-Boy.

I had purchased my first set of recliners in 1998 and was so pleased with them, I return and purchase the exact same chairs without shopping around. After 2 years, I am unhappy with the wear of the recliners and the quality is not there. Short cuts were taken (I guess to cut cost) and this loyal customer will NEVER show at a lazy-boy store. They have replaced cushions once but my older chairs never wore down like the new set. The noise that the springs make when sitting in them is not true quality.

I purchased a love seat and also a swivel rocker set this past Sunday, September 11th and it was to be delivered on Tuesday, September 13th.

The sales person was very attentive with me but she made a typing error with one of the numbers and the wrong set was sent out. I called the store, asked for the manager and I was put on with a person named Pam. She told me that she was a consumer also and she would try to correct this error. She was very rude and she told me to refuse the love seat but to take the chair. It was wrong also, so I refused it. She told me that she would get back to me in the afternoon to let me know what could be done about this and I told her to please call my cell phone as I had to go out.

She never got back to me, so after two hours, I called back and she said that she was working on the papers. I asked her how much longer it would be before she could give me some information as I am expecting visitors on Thursday. I told her that I would have to cancel the order if she couldn't give me more information this same day. With that, she answered that I can do what I like.

I have never dealt with someone so rude and I think it's well worth corporate knowing that this store has a very unprofessional salesperson.

I bought a chair for about $2,000, an auto lift chair. Each year, the whole computer panel and the hand wand had to be replaced. Now the 3 year warranty is over. And it is still having the same problem. The electricity starts to come and go. Finally, it completely stops. They said I could not try to just get the hand wand. It was because they have a new fixer kit for this chair to try to find where the electrical problem is. He said he would check about my getting the fixer kit for free. But then, he called back and said that I would have to pay, and it would cost a total of $384. He also said that the computer parts only have to work for 6 months. He compared it to a car, and that parts only have to work for 6 months in a car. I told him if that would be so, then the car would be considered a lemon and recalled.

This problem was not addressed when it first started. And they obviously knew that there is an electrical short out problem with this model. After the 1st year, I even had to pay for labor. And the last time when they came out, they increased the labor amount after the work was done. They said that they had made a mistake when they told me in person what the cost would be. Now I can't use the lift/footrest at all. It would be absurd to pay $384 just for a kit to see if they can find out what is wrong with the computer panel in this model, which may work for whole 6 months. It is now a useless chair that was very expensive. And the problem began within the 1st year of warranty. They did not correct nor replace the defective model.

I had to special order a sofa because they never have anything in stock. They arrived after five weeks and before they even attempted to move the sofa into our home, they told us that we would have to order a smaller sofa because this one was not going to fit in our home. My wife signed the waiver of damages to the sofa. The delivery people immediately stopped using any padding at that point. They damaged my hardwood floors, walls, woodwork and the door jams were destroyed in trying to install the sofa. They removed the sofa and moved it back to the warehouse. I was notified by customer service that I would have to pay the 30% restocking fee. Jerry called me later and said that because of the damage to my home, I wouldn't have to pay the restocking fee. Then, after he spoke to the salesman, he said that I would have to select another sofa in order to not pay a restocking fee. Clearly, a change from what he told me.

I spent almost $1,600 dollars for a lazy boy leather recliner and purchased the protection plan. First, this leather began to wear off only 2 years after the purchase and the stitching began to unravel. I previously owned an Italian leather sofa set from another company that never had wear marks even 15 years after the purchase. The lazy boy leather had wear marks.

Second, the Guardsman protection plan is very inconvenient. It takes multiple steps before you can even make an appointment for damaged area to be addressed. In my case: 1. Report the claim via 800 number; 2. Claim form is mailed to your home; 3. Complete form; 4. Take photos of damaged area; 5. Mail back form; 6. Repair person to be assigned. This process is not customer friendly. I will never purchase a lazy boy product again. In addition, I did not appreciate the sales person who sold me the recliner, strongly suggesting this plan, and not informing me how inconvenient it would be if indeed I needed to file a claim. I am very disappointed.

I am a senior and I waited for a long time to purchase a new furniture. I wanted the best (I thought) that is why I went to La-Z-Boy. I have always heard great things about your company. I really wanted a swivel rocker but the set I purchased had the recliner. My sales lady said "not to worry as they could add the swivel to the recliner." I said, "that would be fine," not realizing that by adding the swivel, it throws the whole chair out of whack. I had service come out several times and there is nothing that they could do to make it right.

I really hate the chair because it is horribly uncomfortable. The chair, when you sit on it, leans forward. Please come to my home and sit on the chair so you will know what I mean. The reason I bought the furniture from your company is because I went to my friend's home and she had a beautiful and the most comfortable sofa--I just loved the comfort. Please let me be the one to pass on the good compliments about La-Z-Boy. Is there anything you can do? I would be more than willing to have just the swivel rocker without the recliner. Please help me as there is no help here.

Three years ago, we purchased two La-Z-Boy leather recliners to replace our 20-year old La-Z-Boy recliners, which were still in good working condition except that the fabric was worn from age. La-Z-Boy is no longer what it used to be!

My husband accidentally spilled a bottled water on his chair and when he wiped it up, the color came off the leather leaving white marks on a brown recliner. At one time, the cold water from my glass dropped on the arm of my recliner and it produced the same result--it left white spots. I called customer service (what a joke). I sent pictures and explained what happened. They basically called me a liar. They said that it had to be something other than just water. I wish that I had read all these complaints before I bought our recliners.

Buyers, beware! Don't buy La-Z-Boy!

I purchased a Lazy Boy recliner in the fall of 2007. I paid the extra monies to have my chair Scotch-guarded for extra protection. I am extremely unhappy with the overall wearing of the fabric and the customer service I received from Lazy Boy.

I bought a new rocking recliner and had it delivered. When I received the recliner, it had a much different feel than the recliner in the store, as I now have to assume the one in the store had been there for many years. I did not like the feel of the new one I received and wanted to exchange it for another one or get a refund.

Well, everyone has to pay attention to their exchange/return policy, or lack thereof. If you buy a piece and have it delivered, you lose any fabric protection that you paid for, you lose any delivery fee (expected), and(now this is the real kicker) they make you pay a 30% restocking fee. 30%, are you kidding me?

And that's not even it! You cannot do a return and get a refund, even if you decide to accept the 30% kick in the pants. That is only for an exchange. And if you want to exchange it and take the 30% hit, and let's say you get a cheaper item, they will not give you back the difference of price between the one you return versus the one you exchange it for.

So, in short, if you want to exchange, you lose 30%, delivery fee, and any fabric protection you put on the item. And you lose any price difference unless you get a more expensive item.

These are the most unacceptable terms I have ever experienced in my entire life! They put them on the back of your page-long receipt and they do not make any mention of them. Because they know that would deter you from buying something, unless you were crazy about a piece of furniture that they are selling. Very unacceptable! Especially, when I spent $1,050 on a recliner!

I had terrible trouble with a sofa bed under warranty. While every person I dealt with over the phone, and even the technician who did the replacing of the bed part of the sofa were pleasant, the incompetence and poor internal procedures were mind boggling. I must have been on the phone with them about 15 times. And there is no way to directly contact the technical agency. This service is contracted out. Thus, every communication is like the game "telephone".

I had this large replacement box sitting in my LR for 3 weeks. The first appointment never took place as the order was directed to a person named Sharon in CT, instead of Sharon in MA. Never will I buy here again! When the technician finally came, not only did he not know what he was here for, he also said he was not authorized to take the box or the frame that was replaced. And this was a job for two people. When I refused to sign the work order, I called LB again. And he called his boss who authorized a pick up, which never came until I called LB 4 days later. They were able to organize an actual date of pick up (Actually there was an attempt to pick up, but I was not home and the person left a message. Obviously, they did not know what they were supposed to do. I was furious at this point.)

Who is in charge of this business? Do they know how unfriendly the processes are? To me, they obviously do not care at the top level. What they need is an emergency course on "Learning Organizations". There is a big joke on the customer at LB. When you call, you get a message that there will be a customer satisfaction survey at the end of the call. Do you think I actually ever experienced this?!

We bought the luxury lift recliner and it was delivered three weeks ago. We finished remodeling and set up the chair, just to find out that it has intermittent electrical problem.

I called the store to have it replaced and Joe told me in a sarcastic voice, "You can't be serious, even if the packing and the tags are still on the product, we're not taking it back and giving you a new one". He even had the audacity to advise me to list it on Craig list and go buy another one from him.

Bad service, bad products.

I ordered a La-Z-Boy recliner (custom order) and was told the order was to take 3 to 6 weeks to be completed.

Almost 3 months later, I contacted the store just to be told the chair was not ready. The manager followed up with the warehouse and assured me it was going to be ready for pick-up in 2 to 3 days. The store manager offered a $100 credit for the tardiness.

5 days later, I had to call the store and was told the chair was to take 1 more week but no dates could be guaranteed. It is a shame that a customer has to be the one following up on a merchandise. This chair was very expensive and they got 3/4 of the payment upon placement of the order.

during a major storm. I asked to reschedule they said no. I advised the driver of a the large Lazboy truck not to come down the steep driveway. He not only ignored my requests, he came down backwards. His assistant did not help him manuever down in the pouring rain. Needless to say they crashed back and forth against the sides of the driveway, dislodging large boulders. I am a witness to all this and the wheel marks are still here.

We recently purchased a floor model sectional couch with an attached chaise at Lazy Boy Furniture. We were reassured by the sales person that it had not been on the floor "too long, as they move so fast" and were also reassured that Lazy Boy has a lifetime guarantee on its products. We paid almost $3000.00 for the sectional!

An expensive, custom sofa had many structural and cosmetic problems when delivered. The company was either unable or unwilling to fix them. After many months, we took them to court.

They fought and fought. Finally they agreed to refund the money and by court order agreement had 10 days to pay. They just advised us that they are not going to make the payment for at least another week. So, according to the documents issued by the court,, we have to have a final judgement issued. The furniture is expensive, poorly made and customer service does not exsist.

We are seniors who decided to purchase 2 matching recliners on 1/19/11. Picked them up 1/24/11. Now, only 6 months later; the stuffing is limp (chairs have lost support and shape) fabric has lost luster and is flat where it should show some life (even though it has been vacuumed), Staples are coming through where they scratch you and are visible, the frames creek as if the chair were ready to fall apart.

Needless to say we are very sorry we purchased a La-Z-Boy. I expected quality but these chairs look worse and feel and sound worse than the cheap recliners we replaced. These chairs were expensive. I also have been told that I have to drag them back to the store to have someone look at them. This isn't good customer service. We would never buy La Z Boy again. I feel the quality is inferior to some cheaper brands.

Two weeks later the chair would not set up to the set position. I called LAZBOY and they sent a tec two weeks later. Parts had to be ordered. Tec says parts should be here with-in two weeks. So mabey it will be fixed in a month. I have a newchair setting in the living room that can not be used.

We purchased a swivel rocker recliner almost three years ago. Almost a year ago, I contacted them about the bolts and nuts coming out of the recliner because it stopped rocking and swiveling. I was sent a swivel base. There was nothing wrong with the swivel base. I called them back about it and was sent an email with a part's description. I responded and said that I think most of the hardware and mechanics needed to be replaced since I could not flip the chair over and could not decipher what was needed.

I never received a response, I waited a week, and the call was put through to a voice mail box for customer service. I left a message but never got a call back. I emailed them, once a week for about a month, and never received a response. My husband is a disable veteran and got ill, and I could not spend the time to pursue this. Now we are moving to an area that is better for his disability, and will throw out a chair that had not even lasted two years. We paid over $500 for that chair. They do not honor their lifetime warranty on the hardware.

I bought my dad a $1,300. recliner from these guys. It's now 10 years later and has a problem. A tech came out said we needed parts. He left and would come back with the parts. Two weeks later, nothing. I called them and after more phone calls they told me they no longerhave parts for this chair. So, I am stuck with a piece of trash.

On Feb 5, 2010, I purchased a 3 piece sectional sofa with recliners at both ends. I chose La Z Boy because 12 years ago I purchased a glider rocker and it still looks and works like brand new. I was told it was an in stock item if I chose either the brown or chocolate. I paid $2,641.10 which included Guardsman Protection. When it was delivered and set up, I knew immediately I had an issue with size. The corner unit was rounded and caused the entire sectional to stick out into the room. I called the store the next day (which was within the 3 day return policy) and was told by the manager that I could not return it because it was a "special order".

Advised it I was told it was stock. After going 'round and 'round, he said he would "exchange it". I reluctantly agreed, otherwise I would have an elephant in my den. So, we exchange it for a recliner and had to pay an additional $329.42!!! I had to pay for them to come pick up the sectional and pay to have the chair delivered! But it does not stop there. Two months later, I noticed the cushion where I sat was lower and softer, like there was not enough fill. The back cushion to the same seat would collapse after only a few minutes and the seat cushion next to it, began to stick out further than the others. About 1 1/2 inches more. Finally on Jan 4, 2011, I started the long journey with Customer Service.

If you can get a person, they are often rude and you get the impression you are bothering them and they really don't care. You wait 2 weeks for someone to come out and validate your problem, then you wait 6-8+ weeks for the part to arrive, then you wait 7-10 days for the repair person to come out. Only to discover that they did not send ALL the ordered parts or even the right parts. So, the cycle renews it's self. Wait, Wait, Wait. It is now June 23, 2011 and I am still waiting on resolution of the original compliant initiated on 1/4/11.

Today, I was informed that the labor warranty had expired and I would be charged for labor!! I did tell them I refused to pay since the original complaint was initiated in JAN. I am not being charged. I will NEVER buy from La Z Boy again. I will NEVER recommend La Z Boy to anyone. I will do my best to discourage anyone from buying from La Z Boy. They are no longer a respected company who stands by their product. I read over numerous complaints regarding this company on your website and wonder why they continue to get away with terrible customer service and poor quality product.

When purchasing this I bought it as a gift for our dad. I purchased it through their credit company. They mistakenly undercharged me, and called me at work to come in and resign a new contract. I completely agreed to do so the following day, as I was at work. They called my Dad, whose number was on the delivery information form, and had HIM come to the store and ILLEGALLY sign a contract which DID NOT HAVE HIS NAME...not only committing a crime, they ruined our surprise. Fast forward to this week 6?2011, the chair frame has broken.

Customer Service wants $80 to send a repairman out WHO DOESN'T HAVE PARTS ON HIS TRUCK...he would "evaluate" the chair, and then come back later or take it? Really? I have come to find out these chairs are all made with the same inferior plastic parts, which I am sure are what breaks on most chairs that need service, and yet, they don't have ONE part with them? The inconvenience is unbelievable and the attitude of those who I have contacted is truly and example of a company whose customer service is not a priority.

The chair, which cost us over $1100 is no good and I will never consider this company again for any purchases in the future.

My Parents James & Lois ** purchased a recliner at La Z Boy in Hilliard Ohio July 24, 2010 & took delivery on the chair 8-27-11. The material, creased in the seat, and was sent back for repair 10-8-2010, this from one person (mom) sitting in it. They paid 643.65 for this chair, and since August they have had it returned twice to fix this.The sent it in 1-28-11, after the original fix they had the chair 2 weeks with the same crease in the material.

Since July 2010, when paid for the chair has been out of their house to be worked on 4 months out of the 10 months the chair has been owned by them. This is totally unacceptable. The Hilliard store held the chair for two weeks, to supposedly send it to Cincinnati, and when picked up, the loading guy said it was fixed in their shop in Hilliard, now I find out the Hilliard store does not do the repairs.

The crease is back, and my parents are 74 years old, they are tired of fooling with it. I am not! The fact is, the Hilliard store gives them no receipt when dropped off or picked up. The warranty will run out in August 2011. I contacted them again May 31st, and heard no response until they received my complaint from the attorney generals office.

They are saying this is not a warranty issue and was handled badly, yet they covered the chair, according to them, twice. If this was not a warranty problem this company does not strike me as doing this out of courtesy, as suggested in their email to me. They say this crease is not due to abuse of the chair, but because my mom is short, and has to scoot back in the seat. My mom is short, this is why they purchased a small recliner, and I watched her sit in the chair, she does NOT need to scoot back.

The warranty will be out in August, so they are covering themselves. I am frustrated that you purchase a product & after a month it looks awful. Any assistance would be greatly appreciated, since we can not get anywhere with this company.

We had stopped at your store in Glendale, AZ. The girl at the desk was very helpful. We let her know that the fabric on the couch was wearing and the frame was sagging. "No problem" and she gave us a print out and who to contact. Customer Service, Kelly couldn't understand why I was calling her, that our fabric had only a 1 yr. warranty and the frame was the store in Arizona's problem. Well at the Arizona store, a very rude gentlemen, stated we were out of luck, unless we wanted to pay $60.00 each way for them to pick-up and re-deliver the couch, plus some outrageous price to fix it. So much for you standing behind your product.

Our couch was delivered on 8-13-09. It's not even 2 years old. It's just the two of us, we have no pets at all. Boy, you do train your sales men well! Lie, Lie, Lie. Because you are mis-led about the warranty until it's tooooooo late. Now we know that is the way you do business. I have nothing good to say about your company and I will tell this to everyone I meet or know. I do belong to several clubs who have over 100 members each. That should at least have you loose a few customers.

Buyer beware of their life time guarantee. A chair was purchased back int the 1960's and has been kept in exceptional condition and worked with no problems up until now. It would have made a great commercial for Lazy Boy but they don't stand by their service. A spring in the foot rest broke and no one seems to want to fix it. The only way they will even look at it is if we ship it to their headquarters. We have spoken to several individual and the response is the same. They indicate there is nothing they can do. When asked for the name of the CEO or President, the staff doesn't know! Really is the individual that removed from the company.

The chair cannot be used as intended and a new chair will have to be purchased. It's a simple spring mechanism. If they can't fix it then they should replace the chair. Again, this was a great opportunity for a commercial for Lazy Boy but they chose to not fulfil their promise. I would like the CEO or President to reach out and explain why a resolution cannot be reached.

My wife and I went to the La-Z-Boy Galleries store in Champaign, Illinois in September of 2010. Before I get too far here, this is a franchise and not a corporate store. So, after looking at the furniture in every furniture store in the area for about a year, we decide upon the furniture at La-Z-Boy and that's when the "ride" started. After ordering and paying cash for the furniture, we were told our furniture would arrive in about 6-8 weeks, which put us right about the week before Thanksgiving 2010. Well, that week came and went. The week after came and went. Finally, we went to the store and were told by Julie, the store's customer service rep, that our fabric was unavailable and on back order. We were now looking at a delivery date after the first of the year (2011).

Now this information wasn't shared with us until after we decided to contact the store, not the other way around. I asked at what point did they feel it necessary to inform us of this issue and was told that they have "no way of knowing what is available at the warehouse or when the furniture will be completed and delivered". At this point, and this is where it gets real good, I asked for free fabric guard because we were inconvenienced. "No. We can't do that" is what the store manager and unfortunately our salesperson told me, which was also her response to every other question I asked her:"How about throwing in a lamp? How about free delivery? How about taking 10% off? "So, after placing a call to the corporate headquarters, and this is how I found out that the store was a franchise, and placing a complaint, we get a call the next day stating our furniture will be completed by the 12th of December and would be delivered on the 18th of December. It's a miracle! Right?

No. Wrong! The delivery guys were nearly 2 hours late and did not set up the furniture correctly, causing the foot rest of one of the recliners to catch the floor and pop out of the track and fail to work 3 days after we got it. A repairman came out 2 weeks later and fixed that issue. It's all good now, right? No, wrong! The reclining loveseat we purchased, along with the reclining sofa and chair, starts making noises like it is literally falling apart 1 month after we had the furniture. The repairman came out in early February to "fix" the problem by spraying Liquid Wrench on the springs of the Loveseat. This worked for about 12 hours and the noise came back. We dealt with the noise until March when I went to sit on the loveseat and it sounded like things were breaking on the seat. Now, I am not a skinny guy but I don't weigh 500 pounds either, but even when my wife sits there or anyone for that matter, the seat sounds like it's falling in.

The repairman came back in early April, sat on the seat, observed the noises and took pictures of the furniture so a claim could be started. That was the last time I have heard from anyone at La-Z-Boy. A phone call was received by me the same day the repairman was at my home stating the claim would be sent to the claims advisor. After 3 weeks, I called Mary and was told the claims advisor had been on maternity leave and was looking into our claim. She must need glasses because I haven't heard anything from her or Mary or Diane or Julie or even the repairman. I called Mary on the 13th of May and left a message. Her voice mail says she will get "back to you in 2-3 business days". Today is the 18th of May. Nothing. I will continue to call every 2-3 business days until I speak to a human being, not an answering machine.

The end-tables have been replaced twice for the same problem. The first set from floor was replaced with new; second new set replaced with second new set on July 9th 2010. Now, the third set (second new set) the metal laminate is bubbled, coming loose same as the first two sets. When delivered on July 29th, we asked what if this happens again. They said, "we will cross that bridge when it happens." Now that it has happened, they Store Manager, Evan, will not do anything and suggested that they were out of warranty which is not correct. The warranty date is July 29th 2011.

I purchased two matching leather recliners on November 18th 2009. One of the two now shows wear, dull-looking and looks older than the other. We understand that they are out of warranty, however, the attitude and rude behavior of the store manager was made our concern even worse. All he could say was that they are out of warranty, not covered, and explained trip charges of $60 and any repair are not covered; the warranty explained that. His lack of concern to a customer complaint seems to support the numerous complaints to La-Z-Boy.

We will never do business with them again. We will live with the metal laminate issue unless it comes off and then will be replaced and will replace one or both recliners if wear continues. Easily over $2000.00 was wasted.

This is about my third La-Z-Boy piece of furniture. I bought a Reclina-Rocker a year ago. Nice. Then, I just bought another which was advertised as exactly the same. But no, the tan corduroy wasn't solid like the other one, it was blotchy. I spent hours complaining--looked like they started to put a coating on it and stopped, leaving blotches. Their repair associate was rude and condescending even after showing him both chairs.

After sending comparison pictures several times to several people, they sent me a new one. So I had to pay tips twice (not cheap to the delivery guys, it wasn't their fault) and lo and behold, it was exactly the same as the blotchy one. They sent me a new advertisement with the sweet solid tan picture of the chair--not a true La-Z-Boy. You don't have that product. And I paid over $100 more than the first chair which was just a year before. Quality sucks at La-Z-Boy! And they are nasty and uncooperative. Too bad. I was just enjoying the quality of the recliner mechanism. Too bad the Reclina-Rockers will never match each other! Not nice, not quality, not integrity.

We ordered a leather sofa and love seat in December 2007 with delivery in 2008. With the purchase of the furniture, we also purchased a Guardsman Service Contract. Within the first year, the color started fading in different locations on both the sofa and love seat. Guardsman was notified and they came out and serviced us. This same situation happened again and this time, they refused to service us, saying that it was not covered under the contract. We complained to the store manager, who did nothing for us.

It is now two years later and the seam is splitting on the leg rest with exposed staples. Again, we complained to the store manager, Randy, who told us to notify Guardsman and that it would be covered. Randy also said that he would be notifying the head of customer service with pictures that we gave him showing the defects in both the sofa and love seat. Guardsman is refusing to cover the problem and we have not heard from the customer service department or the store manager. This is a horrible company! Their customer service is horrendous! Buyer beware. Do not buy anything from La-Z-Boy and never buy a contract from Guardsman! We spent $3,800.00 on a sofa and love seat and $190.00 for Guardsman. This is sub-standard quality.

I purchased a leather recliner chair from La-Z-Boy with the extended warranty. Within the first few months, the leather started peeling. I called the store and they sent someone to replace it. They replaced it with a different leather as they were having problems with the other.

I have new chair and still having "wearing" issues. I have called the store twice and twice they have sent a technician out who states that this is typical wear for leather. To us it looks like garbage. We spent over $2000 on this chair! !

I purchased a La-Z-Boy chair and ottoman from Ace Hardware in Ellijay in July 2010. After only a few months, the cushions had collapsed and the fabric was wrinkled, worn, and discolored. I contacted Ace. They would not do anything. I contacted La-Z-Boy. They said I had not done the required "maintenance" on the chair, i.e., "fluff up" the cushions after each use. This 7-month old, $1000 chair and ottoman looked like a thrift store find and my only option appears to file in small claims court.

We bought two recliners from your store. For one, I thought you guys were well overpriced to begin with. I told my wife to go somewhere else, but she wanted the two chairs so she went back and ordered them. So, on the top high price of $1,393.32 for two chairs, I come to find out that you want $90.00 to deliver them. She said her husband will pick them up.

I come to find out that I would not be going to the store where I bought them but have to go to some warehouse to pick them up. I think that for the price that I paid for your chairs, you should offer free delivery or at the least, they should be picked up at the store where she bought them. I am so mad about this. I'll never buy a thing from you again, and I will put this on Facebook to make sure everybody knows that your service sucks.

The drive unit on one side of our 2 day old power reclining couch failed. The motor runs but doesn't engage with the lifting unit to recline or restore the couch. I explained the condition to the service people over the phone and within 2 hours, a tech was here to take a look. He confirmed the fact that the drive unit was indeed broken and he would order a new one. Here's where the rub comes in. It will take 2-3 weeks to get another motor/drive unit. I called the store again and they couldn't replace the couch, just have to wait for the part to find its way to Denver. I received the same response with a call to Corp. Customer service. Wait!

I contend that they, La-Z-Boy, could and should remove a drive unit from a couch in stock, replace mine and when the new one arrives, replace theirs. That would be customer service! I won't recommend someone I know to consider buying a La-Z-Boy product due to their lack of concern about "Customer Service"

I'll just have to "sit" and wait. I can't recline!

Two years ago, I purchased a Rocker recliner from this store. I had to fight for one year with La-Z-Boy corporate about their quality of recliner. The repairman told me the quality was not right on the set I had. He came out several times and even wrote that information on the repair receipt. La-Z-Boy just ignored his comments.

Finally, I got to someone who listened and even though that model "was discontinued" (Hm!), I selected another. It is now almost one year later, and this piece is falling apart. I found wood shavings on the carpet. It squeaks like crazy; I have to lubricate it every few weeks on springs the material is coming apart.

I previously had a Lane recliner that cost less and lasted me 9 years of constant use. We purchased new furniture which is the only reason we got rid of it. Bad move. A side note: my father had to go into an independent living home 2 years ago, and he purchased a sleeper sofa and a recliner. The recliner also lasted him one year, and we threw it away again for its terrible quality. That one only cost him $300 on sale.

We bought this cheaper sofa with recliner at each end. I was shown the brown but I preferred the green mixed with the brown. I sat ever so short of time I didn't realize that the actual seat of the sofa hurt my hips. We picked it up a day or so later. Come home put it together. Covered the entire sofa with king size sheet and towel at each arm. I went to Oregon to spend holidays with our kids came home to enjoy our new sofa and quite frankly it hurts my hip joints to sit on it. I sit more than recline on the sofa. I called Lazy Boy in LV and talked to the manager and he said he would have to sell it used and we would have to pay a restocking fee of $235. We had been given some money to buy a new sofa. The sofa hurts me so bad, I want it out of the house, but I also need a sofa and need this to be a win-win deal. I am retired and my husband has been out of work x 4 months, so what little money we have is used well. Can you be of some assistance with this? Thank you

I purchased a sectional sofa that included a recliner from your Buford Lazy Boy store. I purchased a $400 contract to make any repairs to a broken section when I purchased the furniture. I made a call to fix the furniture. I told the store what was wrong with my recliner footrest. I scheduled an appointment to have it fixed. I gave the make and model to the person I spoke with. We set up an appointment to have the furniture fixed before Christmas Eve. I chose to have the repair person at my house. I am over 50, have a bad back, and cannot lift the chair to bring it to their store and need the footrest to work. They came out today at 9 am, looked at the footrest, went to car to get the part, did not have part, asked for $45 for telling me the footrest was broken. I knew it was broken that is why I called your company.

He called his boss. His boss said to just fix it with one of the wrong parts you have in the car. The one in the car was not the correct part for my recliner. I am outraged that your company would hire out repair work to this type of repairman. I am unnerved that they asked for money because they did not have the part for the chair. I expect them to be prepared when they come to my door. I expect them to be ready to work when they arrived at my door. I do not expect to pay for 2 service calls. They should have carried the part of at the very least. If they did not know to ask what type of chair it was from the store, when the original call came in was to call me before they came out to insure that had the correct part, bring the correct part. Why would you go on a call not ready and then ask the customer, who has already paid for the coverage to pay for their mistake?

They should have asked of the model number when they took the call and job from the Buford store. I paid for the supposed coverage and all I am getting is the run around. I then called the store to have them handle the issue since they are in effect the repairman's feeder line for jobs to correct the issue. Then an agent of your company commented to me, at my displeasure, was to say, "So, now you are blaming me for this morning's problem!" Question is: Who should I blame? I bought the problem from you! I asked you to fix the problem. I called your store to have the problem fixed, not to be hassled because your company will sell the product but not stand behind the product. He was rude, kept talking over me, would not let me speak, and then hung up on me.

I called back to speak to the manager and the lady that answered the call said she would put me through and then asked for my name at which point she said he is on the other line. I said I would wait. She said, "He will be on the line for a while. I said I would wait." She said, "No, I could not." And took my number. I am still waiting! I want my $400 back or my recliner fixed. You took the money and now when I want it to be repaired, you hand up on me, send out an unqualified, unprepared repairman and then when I call back to the store again, where I bought the item, it no customer service at all! I want the recliner fixed with correct parts that were made for my chair and not another model.

I want them not to ask for a charge for the first visit. I want the person who was so rude at the Mall of Georgia Store to call back with a formal apology. I think that this is a scam. You take the service coverage plan with all hopes that it will cover any mishaps and then when you use it, everyone is out to get more money and use wrong parts and behave in an unprofessional business manner. Please call me at ****.

Originally, I ordered 2 chairs and sofa on 10/1/10. Attempted delivery was on 11/27 but all 3 pieces was soiled. I returned it but they refused to re-order but attempted to clean. It took 3 weeks for them to schedule another delivery, but the furniture is still damaged. I returned it again but got no attempt from the store mgr or owner to make this right. They say I am now to deal directly with Brian at the delivery center. I will never purchase from them again.

The back of recliner lift chair only worked for three years. When I asked for someone to come and look at it, it cost $120 service call (Dec. 7, 2010). He said they could no longer get the parts for that chair but he had a kit with him that he could use. He cut wires and replaced parts but didn't have the part for the heat/massage (which wasn't broken before he cut the wires.)

He left and said he would be back when that part came in. La-Z-Boy would call me. They called me on Dec. 14th and said I owed them $250 more before the service would be finished. $370.00 is ridiculous to fix a chair back. The manager said he couldn't help me because the chair had already been serviced. The girls in the service dept. were rude and told me if I didn't pay what I owed, they would send someone out to take all the parts out of the chair and it wouldn't work at all.

I am the only person who sits in the chair. I have arthritis and bought the chair for comfort. I have kept a cover to protect the fabric and it is in good shape. No reason for the back to quit working.

I ordered 2 recliners and a sofa which arrived on time. When delivered, all 3 pieces were soiled, and sofa had debris and an odd piece of fabric attached to sofa cushion. I refused delivery, requested new items, was notified that they would clean them but would not replace. They were to be delivered the next week. When they started to load, I noticed they were still not clean and they could not get it clean. I had to call a professional.

I inquired what recourse I had if I was still not happy with the results. I was informed not to accept and they would go from there. I have been waiting 3 weeks for them to clean and redeliver. They have offered no compensation for my inconvenience, the only person who even said "I am sorry" is my sales person. I am anxious to see the product and will repost at that time. The service received from this company is very disappointing. I will never purchase or suggest that someone purchase from them again.

We ordered a recliner, that for personal preferences, was returned. We ordered another plus one more chair. The second recliner was delivered, but we cancelled the other chair due to excessive, multiple delays. Calls to the salesman were not returned. In addition, there were charges we were never informed of during the ordering process, the return, and before the refund to our credit card. We are unhappily calling it quits and accepting our losses with the refund they reluctantly gave us. Don't expect cooperation from Lazy Boy when there is a dispute.

Please refer to my previous email to you on Oct. 16, 2010. I have also emailed the furniture store twice but have had no reply from them. This problem is very serious. We have spent over $1,500 and the one chair as stated previously is a piece of garbage (to put it bluntly). Could someone please get back to us as soon as possible?

I ordered a Buchana recliner, selected a very expensive fabric (Big Cat). When I received this recliner, it had several flaws. The bottom part was almost impossible to push back down. There were large wrinkles in the back part of the wings of the chair. But, worst of all, the chair sheds. Everyday there is black lint underneath the chair and all around the chair, which requires constant cleaning. I hate the chair. My previous Lazy Boy recliner lasted 16 years with no problems.

I called, spoke with the Asst. Mgr. then the Manager when he returned. At least the manager said I could bring it back and get something else, but he would charge me a fee to do this. I had no way to take it over there and they said their service people would pick it up, charge for the pick up and take it to the warehouse, and they would work on it. I didn't want amateurs ruining the chair any worse than it was and didn't want to pay to carry it back and forth. I talked to the female service manager of the Irondale store. She was a pit bull. She verbally filleted me.

I then found a number supposedly the corporate number, spoke with a young girl, who promised she would call them and help me. She did not. I left her numerous messages on her voice mail to no avail. I then left numerous messages on another girl's voice mail. Neither of them responded to me. Then I saw on Facebook on the internet where a lady was assisted. I am appealing to you for help. I want to return this chair and get an equal amount (in dollars) of something to replace it. Since I have met with such mean and nasty tactics, from your Birmingham, Alabama, people, and have been ignored by the others, I would be most grateful to you for all the help you can give me. I want this chair (shedding like an animal) out of my house due to my asthma.

I had a hip replacement that went bad. I needed a recliner with a remote. I purchased it and shortly after that, the remote failed. The manager said he no longer carried that chair so he could not get me a remote. I contacted a store in Indianapolis, 100 miles away. They got me a remote, which also failed. I still cannot find a good remote. The seat went bad. The manager said if I would pay for the material, he would fix the seat if I would bring him the chair. I did. I picked up the chair and took it home. The repaired seat was so horrible I could not even sit in it without sinking. I called the Indianapolis store again and explained the situation. They said if I would bring it to them, they would fix the seat for about $50. I took it to them. I waited while they fixed it. They charged me nearly $130. I will never buy La-Z-Boy products again because of the poor service.

This is the second set I have had in a two-year period. The first and second set both had the same problems. When seated, our buttocks hit the bottom frame of the sofas. The headrest pillows all sag in the middle and the material is ripping. The quality of the products are inferior and the set I currently have looks like it is ten years old, it is only one year old! They are horrible products. I want a full refund to purchase a sofa set that will hold up with time.

We purchased the love seat, chesterfield and the recliner that we did not see because there was not one on the floor. It was to be our anniversary gift. The recliner sofa $1,1124.99, fabric sofa $129.99, reclining love seat $1,129.99, fabric $129.00, reclining chair $874.99, fabric $79.99. The salesgirl was in a hurry to get home, so when we got to pay for it, she had left. I guess it was $4000.00 in change, which we paid on Interac. We just don't know what to do. The chesterfield look very worn out, the oversized recliner which we had not seen is literally falling apart. When you sit on it, you slide over to the other side. There is a piece of wood or still that sticks in you side. Bad workmanship.

I first talked to a Phillip, I had to call back twice on June 5, 2010. An adjuster came up on July 8, 2010. He said he would let us know in a couple of weeks. No word. Jim called again on Aug. 11, 2010. They will be here on the 16th of August, his name was Trevor. He didn't look under and was not too pleasant for an adjuster. He said he would call back in two days, but no word. Anyway, we talked to Victoria. She said the adjusters said there is nothing wrong. Why did we call in the first place? Oh yes, they work for the company. They can't say much or they would lose their jobs. Jim called once more, he said don't yell. How would you be after losing this much money, thinking we were going to get the beat? All he said was I am sick and tired of being taken to the cleaners.

My husband had a severe heart attack and was operated in Toronto. On the day they came, his mother had just died. Maybe what they called yelling is just called upset and frustrated. Can you help?

They failed to respond to complaints, non-delivery of paid items, grossly misleading advertising, unable to follow thru on promises made and unable to return phone calls. Over 90 days of dissatisfaction while paying on over $5,000 worth of merchandise, it is still unresolved and no return calls.

We ordered our couch in April of 2010. It was a custom order with brown cotton fabric. We made the mistake of paying in full prior to the delivery of the sofa. At the end of June, after the allotted 8 week time frame, I called the store for an update. Our salesperson, Aimee, rudely informed me that our sofa material was on "back order" with no ETA on when the mill could create more. I asked her what our options were, as we had sold our current sofa to a friend and were going to deliver it when our new one arrived. She said that custom orders could not be changed or cancelled. She promised to give regular updates. June and July yielded nothing in terms of the promised communications from our salesperson.

Finally, we called the store again to be greeted with the same song and dance, but much more rudely this time. During the second week of August, they finally called and said the couch was ready, but we needed to call them back in order to set up a delivery date. I called the store and was rudely told that if I didn't take delivery on Friday (this was Wednesday when I called them) that I would have to wait two more weeks to get a Saturday delivery. I explained to Melissa, the person I was speaking to, that I couldn't afford to take an entire day waiting around for the couch delivery.

I said that I would appreciate it if they could call with a window of time, considering how long it had taken to get the merchandise. She was unresponsive and uncooperative. When speaking with Aimee the next day, it was even worse. No one from this store ever offered an apology or attempted to be flexible to make this right. Instead, we were rudely treated from start to finish. Once they had our cash, they went MIA. Needless to say, we will never buy another La-Z-Boy product again.

We bought a chair on June 19th and ordered the fabric to make arm covers. Pam called us over two weeks ago and said the fabric was in and it would be FedExed to us from the warehouse. After several phone calls and apologies, the fabric still has not been delivered. We are very displeased with this whole process and would like immediate delivery. Is there some problem with this? Please respond. Thank you.

I purchase two leather love seats on Jan. 2005 $2427.00 including being pressured into buying warranty for $199.90. Leather turned to highly discolored areas in about 3 yrs. I filed a claim (Stainsafe LLC) which was worthless. La Z Boy said they could do nothing as warranty is from a third party. I tried resolving the matter till now but getting stonewalled. Stainsafe merged with another business. My $2,427.00 purchase turning into a lemon. Worth little now.

I purchased a chair from Lazyboy in April 2010. I also purchased the 5-year warranty, thank goodness. I liked the style of the chair so much that I decided to order the matching sofa. This was on April 24th, 2010. I was told that I would receive the couch in 6-8 weeks. I am now at 12 weeks and counting after the store has provided me with numerous excuses for such a long delay. In the meantime, the chair I ordered started to come apart at one of the seams! Lazyboy sent a repair person to my house and the chair seems to be fixed. This is the first time I have bought furniture from Lazyboy and it will definitely be the last.

A Lift Chair was purchased on 4/26/2010 and delivered the following Tuesday. The final sale price was $2,034.00. On Friday night, July 9, the lift stopped working. On Saturday morning, I called the store where it was purchased. The person at the store told me to call the service department after 10:00 am on Monday July, 12, 2010. I called the service department on July 12 about 10:30 am and was told that the service people would come out to make repairs sometime on July 20th. I cannot believe that with the reputation that La-Z-Boy has and with the many chairs they sell, this is the best they can do. This is not saying much for their quality.

We purchased three tables from the La-Z-Boy store in Spanish Fort, AL on May 15, 2010. Lizzy ** was our sales associate who helped us. We put 50% down on the order and she told us that they would be here in 4 weeks. While we were in the store, we mentioned that there was a sofa in the store that we liked. She gave us a quote on the sofa. A couple of days later, Lizzy called and said that the sofa was on sale. So on May 20th, we went back to La-Z-Boy to purchase the sofa. Lizzy told us that it would take 4 weeks to come in. I called the store on July 6th and spoke to Brittney. She said she was going to email the factory to find out about our order and she was going to email a lady to find out about our tables. I asked her to copy me on the emails. I never heard anything back from anyone and I never got any emails from Brittney.

I called the store again on July 9th. No one would answer the phone and I had to call about 10 times before someone finally picked up. Mat answered the phone and I asked him about my orders. I told him I never heard back from Brittney. He told me that she was at the bank and they would call me when she got back. Well, Brittney finally called me back about 2 hours later and said that she was sorry that she never called me back and she was at lunch. That is such poor customer service. I asked to speak to a manager and she put Mat on the phone. He told me that the sofa was supposed to be shipped on July 27th and the tables were supposed to be here in September because they were backordered.

He sent me an e-mail and said that the sofa was delayed due to lack of fabric. He told me that there was basically nothing he could do. Things happen. I told him that I was going to cancel the order and then he said that we would have to pay 25% for the sofa since it was a special order. He gave me a phone number to call and said they would be able to help. Well, that number was for people with warranty issues not customer service issues. No one ever communicated anything to us. I would think that when an order was placed, they would be able to tell me at that time if any items were out of stock, backordered or the fabric was not available at the time of purchase. They are selling items under false pretenses and lying to people about the shipping and arrival date.

If I knew at the time of my purchase that the tables were going to take months to get in and the fabric I chose for the sofa wasn't available, I would have made other choices. Instead, they lied to me and took my money. They were holding about $800 of my money for two months and by the time the items arrived, it would have been much longer. We decided to go to the La-Z-Boy store and talk to Mat. I have never dealt with more unprofessional, rude, lying, inconsiderate people in my life. That store definitely gives La-Z-Boy a bad name. Mat had nothing constructive to say and he just kept talking in circles and would say one thing and the next thing he would say would totally contradict his previous statement. He had no clue about the polices and procedures of the store and he could never give us a straight answer.

We asked for a complete refund and then all of a sudden, both our orders became special orders. So now, Mat wanted to keep 25% of both of the orders we placed.

We purchased 3 large items of furniture, Store Sales Ticket No.88-17565: A 3 piece Reclining Sofa, A 2 piece Reclining Love Seat, and A Morgan Recliner Chair. Total order $3,071.97.

The order had to be a special factory order to get the same fabric on all pieces. We paid 1/2 down and the balance before they would ship it to Wichita, Kansas, which we thought was a bit strange. When they delivered the furniture to the house, the backs on the loveseat and the sofa sagged down as though it was old used furniture.

The back of the loveseat was improperly stuffed causing it to sag. The back of the sofa is in 3 sections since the 2 end sections are reclining. However, when the sections are up, all 3 sections should be at the same height level, but they are not. We complained to the store and since it was a special order they could do nothing for us directly it had to be handled by the factory and they turned it over to an outside service group who sent a Mr Mark W. from Kansas City to check and service. Mr. W agreed that backs of the sofa and loveseat had not been built right at the factory so he took pictures and sent them to the factory Customer Service. They ordered stuffing for the backs and we have 2 boxes of stuffing sitting here for somebody to install it and do it properly.

A replacement back for the sofa was sent here but we had to ship it back because it had the wrong material and also the shipping label was incorrect and shipped to us by mistake. We have called the service reps. many times but we don't seem to be able to get anybody out here to fix the units. We know it takes someone with a special talent to install the padding properly, but 4 months without any kind of schedule seem like a very long time.

We ordered the furniture on Feb. 14, 2010 and now its July 1, 2010. When our friends come in, one of their questions is" Dot, whats the matter with your sofa?" and we don't like that.

We purchased a Lazy Boy lift chair in August, 2007. It has repeatedly broke - 7 times in less than 3 years. I cannot get up and down out of a chair without much difficulty which is why the chair was purchased. Lazy Boy has had someone come to fix it each time, however this last time they have ordered a part that will take 2 months to get (coming from Michigan and I live in Illinois). I cannot sit in my living room with my wife as I do not have any place to sit. I have asked for a replacement chair and Lazy Boy has stated they do not replace they only repair. I am 82 years old and do not need this aggrievation!

I am a disabled man that purchased a "Grand Canyon" Recliner from a La-Z-Boy furniture store in 2004. After 3 months the foam in the seat collapsed as well as having the seat springs sagging leaving me sitting on the wood frame in the back. La-Z-Boy sent out a warranty person to replace the foam in my seat but would not fix the springs. The repairman took pictures of the chair and then replaced the foam only. That foam lasted another few months and I was also having problems with the back of the seat foam collapsing so I ordered new foam. By that time my labor warranty was up and I could not afford the labor to have the seat foam installed but did install the back foam myself. I asked for higher density foam but the store told me that they don't provide that. I went down to the local foam store and with the new seat foam had a higher density piece cut out for me and placed that on top of the collapsed seat foam.

After a few more years, about 2007 the rocker spring set on the right side of the chair broke and the handle fell off the recliner's mechanism. I ordered a new spring set that was delivered but

not installed. In January of 2008, the metal brackets that hold the back of the chair to the base tore and broke while i was reclined in the chair and it dropped me onto the floor backwards. The drop to the floor damaged my back again so I called La-Z-Boy corporate to try and get in touch with their risk managment department to pay for my medical bills and replace the chair with a model that didn't have defective metal brackets.

I was denied by a person in managment (Sherry) that wouldn't transfer me to their risk managment department. I ordered the parts for the back of the chair and installed them myself. After installing the parts and taking photographs of the broken parts I made a complaint to the Federal Consumer Products Department and had a case opened, providing them with all my information about the event. I also made a complaint with the Consumer Affairs Department here in California.

In 2009 I took out a loan to have the chair reaplostered with high density foam and new springs in the seat and back with good results and they also installed the new rocker spring set.
On June 8th of 2010, I was once again reclined in the chair when the same brackets that hold the back of the chair on tore and broke once again and once again I dropped to the floor behind the chair. I ordered another set of mounting brackets and have been waiting 3 weeks now for them to arrive.

Once again I have had to go to the doctor to get an appointment with my pain managment doctor for yet another round of epidural shots for my lower back.

The recliner mechanism is of such poor design that the mild steel stamped fittings have ground themselves to pieces and parts have fallen off.

Rivets have sheared.

Holes that were once round have been ground to an oval shape.

Holes to secure springs have notches ground in them.

Wheels that run inside tracks are designed without ball bearings.

The dirty black metal grindings are deposited on the carpet unless a protective cover is laid under the chair to protect the carpet.

Lazy Boy does not recognize the poor quality design and refer their customers to a store outlet who in turn have nothing to do with repairing the product which they contract out to private contractors.

I purchased a sofa, chair and ottoman, and small desk and stool from the Kingston Pike LazyBoy location in Knoxville, TN. I paid cash for the pieces and made arrangements for the furniture to be delivered to my home. When the furniture arrived, the desk was not included in the delivery. Upon follow-up, I was informed that the store was under new management. The new manager stated the desk had evidently been sold to a second customer (even though the sales clerk put a "sold" tag on the piece). I was told the desk had been "discontinued" and therefore could not be replaced. The manager refused to replace my loss with store credit or merchandise or to refund my money (I still have the cash receipt). She (the new manager) said she did not have to honor the transaction since the purchase was made prior to her assuming management of the store. I'm left with a very expensive stool!

I purchased to full-sized reclining couches on 9/10/04 with a "black dot" fabric. Our sales person chose the fabrics that would be long-wearing and hard-wearing. Although we have grown children, we wanted to be sure our furniture would last the way our previous lazy-boy chairs (that we still have for at least 20 years) and look brand new. We knew the beginning of having the fabric would have to be sloughed off from regular seating wear, 10/05 the fabric had so much fuzz and a few areas wear the fabric had worn off, causing the top layer to be gone. I had been in touch with a service woman from lazy boy a minimum of 10 dozen times. We played phone tag, she'd promise I would receive return calls, and then prior to my first Service Repair visit on 4/15/06 (Wayne), LazyBoy told me there was a re-structuring, and the woman was no longer with LazyBoy.

When Wayne came to look at the furniture (Service order # 0403600J1D1) he did not go over to the furniture to look at the hole or touch the fabric. He just said it was a hole that I must have stuck something into the fabric. I guaranteed that did not happen, and asked that he come over to see how the fabric was wearing away, and that the back of the fabric was what was showing. He again said it was a hole and not a defect in the "black dot" fabric. Regarding the excessive fuzz, he said I would just have to "shave" the fuzz off each week with a razor. When I asked him to show me how, he asked if I had a razor. I asked if he had one in his repair truck. Unhappily, he went out to the truck to retrieve one, and then showed me how to de-fuzz the fabric.

With the ten minutes he demonstrated, he achieved a 2 inch by 2 inch square of "now de-fuzzed" couch. I told him it was ridiculous what he was suggesting needed to be performed each week on a fabric that I clearly stated I wanted tough and maintenance free. I went with a non-decorative pattern so that I could choose a black-dot fabric. He stated this was "resolved" and that this was "ocustomer damage". Neither of this is true, and as time goes on, and the couch is pilling more excessively, and the holes are appearing more where the fabric is falling off the back of the fabric, I am getting more disgusted. The day after he left, the middle coushion that was sewn too tightly had it's fabric pulled into a tear.

On 9-8-07 I had Rich come to examine my Lazy Boy couch backs moved when not reclined on. He checked, and found that three of the four end recliners where never locked into place when delived to my home. Also, the repair said that one of the mech. for the LSS recliner was bent and needed replacing. To date, this has never happened.(Service Order # 901-14960). I am thoroughly disgusted with the quality and response that I have received from Lazy Boy (an extremely reputable and honorable company that I purposely bought from for its quality and history of endurance). I feel totally dissatisfied with all that I had anticipated, and feel I am still deserving of satisfaction guaranteed on a quality product (both fabric and mechanics).

I have had several affairs for my children that because of the embarrassment of the appearance and mechanics of my two sofas I was not able to have at my home (or I had to have them outside with tents). Three children graduated from high school, and two received the highest honors from scouting (Eagle Scout Award from Boy Scouts, and Gold Award from Girl Scouts).

Since then, we have talked to some other people who had a bad experince.

I special ordered a custom order chair on 3/29/10/ Since then I have had nothing but excuses as to why it did not arrive in April as promised. They did not have the fabric and had to order. I have maintained contact with the Sales person, who I have to call. She said the chair was to be at the store today 6/16. She just called and said it is still on the dock in TN and she will check next Tuesday to see when it going to get on a truck. Who would think it takes 3 months to get a chair they have on the floor and the consumer has to make all the contact. If this chair comes in..it had better be good as good for what I am paying. What happened to customer service

Do not waste your money at this store, they will tell you anything to get the sale and your money. Once they recieve your money they are unwilling to assist their customers. They also admit their products are inferior.

I bought two demi sofas from LazBoy less than 2 years ago. I figure out that the joints behind the sofas are coming out underneath the fabric. I figured out these when my daughter was running around and scratched her arm. They have not used any protection between the fabric and metal joints, so no wonder they are coming out underneath the fabric. I have 5 years protection on the fabrics, but unfortunately like any other warranties, there are tricks underneath the words. Warranty only covers the spills but not manufacturing defects; what a wonderful world. If you care about your loved ones, be careful about the Lazboy Demi Sofas. I thought I was buying quality from La-Z-Boy, but unfortunately I was wrong.

Repairs under warranty are expensive! Despite their much toted warranty assertions, repairs will run a minimum of $89, a cost referred to as a "trip charge". And that fee is only for the first hour. After that, it's $20/fifteen minutes. If a part must be ordered, you will also pay a fee when the repair person returns, at a rate of $20/15 minutes. In addition to the unexpected cost for warranty repairs, there are other unexpected and unpleasant surprises. I found out that the part that broke on my chair, within 15 months of purchase, was not made from wood. It was particle board. So much for the claim of an all-wood frame.

In addition, when I scheduled the repair person's second trip out, I was told that I could not be given a time frame for the arrival of the repair person, not even a four-hour window so I had to take a whole cay off of work. And, to top that off, when I called this morning, the scheduled repair day, I was told that I wasn't on the schedule. Mind you, they'd already charged $20 to my credit card, but I wasn't on the schedule. It made a stink. After repeated phone calls, I was told that the person would be here by 2 pm. I'm waiting. I wouldn't recommend La-Z-Boy furniture at this point. Both quality and service have been quite disappointing. I could have purchased an off-brand chair and simply replaced it more often, rather than deal with this headache.

We bought and paid in full a set for our family room on Jan. 6, 2010. Here it is May 3, 2010 and we are constantly being told that it will be another two weeks before we get our set. The invoice clearly says 8 to 10 weeks.

Approximately two years ago, we purchased a recliner from your store. We chose your brand because we had one before that. We were very satisfied with it since it was comfortable and remained in excellent condition for years. We returned to the a La-Z-Boy store in Ocala when we decided to upgrade due to redecorating our living room in another color. We chose a green chair which was comfortable but it has not retained its fabric quality turning from green to a black color underneath. This has been going from bad to worse for sometime and is worsening.

We stopped into the store and spoke to the salesman from whom we purchased the chair and received no satisfaction for the change in the recliner's appearance. We are very disappointed that it's not been as satisfying an experience as we had with our first recliner. Since it's so unsightly, it requires replacing but we hesitate to return to the store to look for a new one. We thought you would like to know why. Thank you for letting us share our experience with you. The fabric on the seating part of the chair has gone from green to black on the arms, back and seating area.

Ordered several stuff from La Z Boy (two couches, recliner, dining room table, six dining chairs, three rugs.) Our customer service rep at the store was fabulous. Everything came when promised. BUT... a few days after the delivery, we noticed that one of the dining room chairs was split at the base. Since we didn't notice when it was being delivered, we had to go through the formal claims process.

Like others on this site, someone was sent out to take a picture of the damaged item. He had no further information - not what was next in the process, not what the time frame would be. I literally called every few days only to be told a different thing by a different person each time (after being on held for at least 5-7 minutes each time I was transferred). It has been over two months and it is still not resolved. I understand that a claim has to be processed and takes time, but over eight weeks? And still no resolution. It is a dining room chair. It is broken. Wouldn't it be very simple to replace? I will even go and pick it up! It has been a very disappointing process. And I would not recommend La Z Boy to anyone because of it.

Boy, I wish I had read all the complaints before I spent almost $3,000.00 on a reclining sofa and two recliners with table in between. We purchased the furniture on December 28, 2009 from the Overland Park La-Z-Boy Furniture Galleries. They were special order items. We had the same furniture in our winter home in Arizona for five years and had absolutely no problems. We sold our home there with the furniture included. When we decided to get new furniture in Kansas, we of course wanted the same things we had in AZ.

What a difference a few years makes. We have had trouble from the beginning with one side of the reclining sofa. Repairmen have been out four times since the furniture was delivered, the last time being today, April 20, 2001. One part was replaced, and every one of the repairmen tightened the screws. Big deal, we still have the problem, and today, we were told that's just the way it is.

I guess we will be stuck with the inferior furniture. What a disappointment from a company that used to have a great reputation. You can be assured we will be sure to tell everyone we know to stay away from LazyBoy furniture. Where are the caring, dependable companies anymore? Because we have matching chairs, we won't be able to purchase another sofa and we are out the money we spent on the entire group.

Purchased 2 recliners November 2008. They wobbled, squeaked something terrible. The cushioning was hardly there. The chairs were very uncomfortable to sit in. Called and had service men out on numerous occasions. I would always tell them of the cushions not having much padding. I was told that I had what they call "pillow" cushions and that before sitting down, I need to plump them up like you would your bed pillow? I had never heard anything so stupid in my life.

Two of the service people told me they should replace the chairs several times. I could never get a copy of my service calls because Lazy Boy's policy is you only get a copy if you sign off as accepting the repair which I refused to do. Well, needless to say after several months the padding was practically gone. You could feel the wood. We even went into the store that we purchased them through and was told to contact Lazy Boy customer service about replacing. Well, we asked them to take the chairs back in November, give us a credit towards 2 different recliners.

No way. October 2009, I called Lazy Boy once again and they sent someone out who took pictures and told me that they should be replaced. Lazy Boy Suzanne ordered replacement parts. 6 large boxes to be exact of padding for arms and seat. February service man came out and told me he didn't have time to do such a big job and besides, all the cushions they had sent were the wrong ones. Once again I had to call Suzanne 2 weeks later to see what was going to be done. She was surprised repairs were not done. I requested that the boxes be picked up since they had been sitting in my dining room now since January. She told me that Claudia was not handling my case.

Called Claudia. She told me to throw them in the trash. Not without a letter was my reply. Besides I live in a apartment complex and they do not pick up large boxes. The boxes remained in my dining room until March when I physically had to take them to my husbands place of business so UPS could pick them and and ship them back so they could throw them in the trash. For health reasons, they could not reuse. God only knows how much they have paid so far with service men at least 8 times, shipping to and from on cushions that were the wrong size and can't be used.

Now we are into April of 2010 and I called yesterday and left a message for Claudia and no return call. I called again this morning and left a message nor return. I just had 2 seats with foot rest delivered. Now I have to schedule a service person to come out and replace. Hopefully they can be fixed and the squeaking can be stopped otherwise these will end up in my next garage sale. Bottom line, Lazy Boy does not have customer service. They have a couple of yahoos that they actually pay to ignore and be rude to customers. I'm out over $800 and a lot of anguish. I'm out over $800 and a lot of anguish.

Delivery Nov. 2009. Five piece sectional sofa. Cost $4502.13. The corner unit cost $879.22 plus $35.00 fabric treatment, single chair $656.57 plus $35.00 fabric treatment. Delivered with interlock hooks on three sides including side without chair. Our original order, no interlock hooks on these two pieces. In January and again this month (April), La-Z-Boy tech repair person visited our home for repair. Both chair with stuffing were taken apart in our living room and material replaced. On each occasion, the tech person did not have enough material to complete the procedure. Final result is very sloppy craftsmanship. It does not appear to be custom or matches other three pieces.

We have contacted the store home office in MI and left messages at MD number. Pineville store will not exchange these pieces per our request. We have extended an invitation to visit our home and inspect the two chairs. The corporate office states this store is privately owned and they can handle the issue as they please. I did call two other La-Z-Boy stores in the state. Both store managers stated these pieces should be exchanged per policy with Corporate and a franchise. Names will be provided upon request.

In addition, staples from this repair had to be pulled out of my one year old hardwood flooring. I feel this is an isolated incident. We, ourselves and family members, have always purchased La-Z-Boy products for over twenty five years. Even the tech repair person stated. This is so bid an area, with several pieces of cloth being replaced, it can not have the factory look doing so in a home. Staples show, material bulges in certain areas or overlaps.

We ordered a La-Z-Boy recliner from the Mississauga Store. We paid $60 extra to have it dismantled for the move; this was not done. And the Sales Manager at the store was not refunding that fee. I called another store and got the General Manager, Norm **. He was very helpful; he took ownership of my issue. He got in touch with Ian **, the Distribution manager who refunded the $60 and arranged for a tech to fix an issue that arose during the delivery. I must say that overall La-Z-Boy has given me great customer satisfaction and I would recommend them to anyone.

We bought the (2) recliners and they were delivered on 02/26/09. We had them about 2 months and had them looked at by service repairman from La-Z-Boy. They had lose fabric and the stuffing was packed down. We couldn't get the lint off the fabric. We used (3) different vacuum and attachments and couldn't get the lint off.

They took them back to the repair shop at La-Z-Boy and called us a few days later to tell us they were fixed. It wasn't to our satisfaction but got tired of trying to get our point across and just took them back. They still aren't right and we had another serviceman come and look at them. He took pictures and was going to send them to corporate office. We are waiting for your answer to this matter.

Customer Care Ann and Mandy. I purchased a $1,455 LazyBoy double recliner that was delivered on 6/1/09. Since that time, the first being 9/09, this chair has broken three times. LazyBoy refuses to let me return this lemon for a different model double recliner. They are spending more on trying to repair the chair than it would have cost them to let me return on the first instance. I will never deal with LazyBoy or recommend them again. I am stuck with a $1,455 lemon!

My husband is retired due to medical issues from 35 years of Emergency Medicine. He bought this chair to sit in most of the time. He has now, in addition to not being able to sit comfortably in the inferior broken chair, to having to constantly meet the repairman to mend one thing on this chair before another breaks. After working on the chair in Jan for 2 1/2 hours, it broke three hours after the repairman left. LazyBoy is selling inferior merchandise and high dollar prices.

In December 2009, I ordered and paid upfront in full for a sectional recliner that was to be delivered to my elderly parents. It should be noted that my parents are in their 70's and are from the "old school" of trust. In addition, they do not have all their facilities and memory had become a problem with them. On 3/16/2010, the furniture were delivered and set up by delivery person. My parents did not oversee this process nor did they fully inspect or try the recliners to see if they worked. The delivery man had them sign paperwork noting that they accepted delivery. A day later, I received a phone call from my parents who informed me that both recliners are defective and don't work. One does not extend fully and the other falls down when you put your feet on it. Also, the sectional pieces are not locked together at the joints as the holes do not line up for such interlocking to occur.

I called customer service who told me that they could send a technician out to try and fix the problem. I told them I wanted a new couch since this one was defective. I was informed by Nikki that since my parents signed the acceptance of delivery, La-Z-Boy would not replace the couch and they would only fix it. I agreed to have the service tech come out to my parents' house to try and fix the problem and also told Nikki that if it was not a simple fix, I wanted a replacement couch. She agreed to such. On 3/26, the service tech came and could not fix the recliners nor could he line up the interconnecting parts to make the sectional lock together. I spoke to him on the phone and he said he would tell his boss that his advise was to replace the entire couch.

On 3/31, I called La-Z-Boy to check the status and was told that they are ordering new connector pieces to "re-fit" them. In other words, drill additional holes to a new couch to make the sides come together, no mention was made of fixing the recliners. I spoke to Karen from customer service who told me that she was going to send a new technician out to try and fix the couch. I told her that this product was defective from the start and that I wanted a replacement. She further insulted me by saying, "perhaps my parents need to be educated on how to use the recliner". I told her that she should send a delivery truck to pick up the couch and that I was going to contact my credit card company and have the charge reversed.

Karen further stated that "I'm the one who receives those charge backs and I will refuse it on account your spite". Yes, all these quotes are real and 100% accurate. I called the salesperson, Donna **, who agreed with me that the item should be replaced. Over the past two days, she now refuses to take my calls or call me back to help.

My recliner from La-Z-Boy is only 8 yrs old but the reclining mechanism broke on one side. Customer service was called and the repair man came out, looked at the chair, saw that the mechanism was broken and the chair seat frame needed to be repaired. He made the order and had me sign it. After 6 weeks, I called customer service and was told the piece was on back order. No one had sent an email or a call. I told the customer service rep that I would call every week to find the status of my order. She told me that I could waste my time and call but it would not get the order there any faster! I sent an angry email to La-Z-Boy. The reclining mechanism is under life time warranty but the service is $99 an hour.

There was no answer. The part arrived last week. I called to set up date for repair to be finished. The same gentleman showed up. I showed him the box with the parts and his first words were, "Where's the other box? " The reclining mechanism was not sent and the seat frame that was sent was broken! Now I have to wait another 6 weeks. What poor, poor service. This falls on deaf ears. So off to BBB I go. I will never order another piece of furniture from this company. Hope they close their doors forever!

After reading many of the previous postings, I can see that my experience was quite "normal" for La-Z-Boy today, so unlike what they've been for many years in the past. Their MO has changed. They do not care about anything but selling you something. Once they have your money, it's a trap. You get whatever they want to give you when they want to give it to. Quality is not a concern. Service is not a concern. I will never buy from them again. Save yourself the trouble and buy elsewhere. Their MO will eventually put them out of business. It's a shame after so many years of good reputation. Goodbye, La-Z-Boy.

My wife and I purchased chair from this company in October 2009. Three months later, we began to notice the fabric was wearing badly and one chair arm was becoming flattened. We contacted the company who agreed to send a technician to our address. He came the following day and took photos. The next day, we received a phone call to advise us that they would be replacing these parts only to find that there were no replacements available because the fabric had been discontinued. My wife contacted the customer service department and told them that the fabric had been discontinued. The next day, we got a call from the same customer service department telling us that our chair will be picked up the following day for repair. My wife then told them a second time of the above information.

La-Z-Boy offered what they call a re-select instead of a refund and told them we did not want to take a chance on the same thing happening and that we wanted a refund since the chair was only 3 months old. They told us that this would have to be authorized. We received no further communication with them, so was compelled to phone their local manager. When we did manage to get in touch with the manager Maria, whom attempted to pass the buck on to someone else's desk, we heard no more and trying to make contact with Maria was becoming hopeless. All through one week, her secretary claimed she was either in a meeting or away from her desk. When we eventually got hold of Maria, we were told that we would not get a refund. We advised her we would be getting in touch with ABC Seven on your side. We could visualize her response when she said, "Fine!" with a couldn't care less shrug of her shoulders.

We did contact ABC Seven on your side, but even they failed to budge with their policy. Eventually, a compromise was agreed upon and we would choose a replacement chair but would have to pay the difference if it was more expensive. This we have done and we did manage to wring out of them to get them to deliver the chair without their customary charge! This company claims their products are made in the USA. The CEO needs to get his feet off of his desk and go out there and see how his competitors are going to get increasing success from products similar to his and my experience shows the Chinese are producing products of equal quality and often better.

We have contacted them several times about this and get a different excuse every time we call them.

Today, we were told that the items were made, but were still in China (yes, I said China), and that they would have to wait to be able to fill a container before it could be shipped out, so expect to wait at least another month or so. This is just one of many excuses that we have received from them since this all began. We've even been told that our salesman was out for a few days, and there was no one there that could access the computer to check on this status of our order.

We were told another time that our order had already shipped and that we would be getting it by the end of March, but today we were told that whoever told us that story was mistaken, as it had not yet shipped. All I can say is, people beware of doing business with La-Z-Boy. You will need a lot of patience and most likely a good attorney. I have run out of patience, so am pursuing legal action against them when my furniture still has not arrived within the 4-6 weeks as promised when I contacted them today. These people lie as easily as they breathe. I loathe them, and you most likely will too if you decide to make a purchase from them.

On September 19, 2009, I purchased a sectional couch from La-Z-Boy Furniture Galleries, 36 Otter Lake Court, Halifax, Nova Scotia, The 2-piece sectional couch consists of a reclining love seat and a chaise lounge. When the set was delivered to us, the recliner was tested by one of the delivery people to ensure it was in proper working condition. We were told by the delivery person that the recliner was stiff and will loosen up after repeated use.

Over the next few weeks, we tried to use the reclining function and it seemed to get progressively worse. The release mechanism eventually refused to work and we contacted the store with our concerns. We were told that we would be contacted and a service employee would be sent to look at the sectional. Approximately three weeks passed and we were not contacted, so again I contacted the store and spoke to a customer service representative named Bonnie. Based on the information I provided, Bonnie thought a small mechanical part needed to be replaced. This part had to be ordered which required more time.

Apparently, the service technician was having health problems which led to more delays in having the couch serviced. Eventually, in November, a technician came to our home and determined that the reclining function should not be used, as it will damage the couch. He informed us that the couch was not assembled properly and the cushions needed to be unbolted, loosened and adjusted so the cushions aren't rubbing together excessively causing premature wear. He determined the couch will need to go back to the store where it will be repaired and returned to us a week later.

According to La-Z-Boy's own policy, the recliner should never have left the warehouse if it was not functioning correctly. Secondly, it should never have been left at our house after the test done by the delivery person. We requested several solutions: La-Z-Boy replace our couch; La-Z-Boy take our couch for service and provide us with a temporary replacement or La-Z-Boy refund our money. Unfortunately, La-Z-Boy has only offered to take our defective merchandise and leave us with nothing while they conduct repairs. As it would be a great inconvenience for us to go a week without a couch, I insisted that we be provided a replacement. The sales person I have been dealing with, Bonnie, consistently tells me she will look into getting us a replacement, but never follows up.

We are now going into the sixth month dealing with this issue. The most recent interaction with Bonnie was February 6, 2010. At that time, she promised to contact us regarding a replacement sofa by the following Wednesday (February 10). To date, we have not been contacted. We want either a full reimbursement for this defective merchandise or a new, working replacement. I was under the impression that La-Z-Boy was a superior product with excellent customer service. To date, that is not reflective of the service and product I have received. Please contact me as soon as possible with a reasonable solution before I need to pursue this matter further.

Since this time, I spoke to Jim (the owner of the Bayer's Lake store) February 20, 2010. I gave up my request for a replacement or my money back and agreed to have it picked up February 25, 2010 to be repaired. A replacement love seat was to be provided. My sofa was not picked up as arranged and I was not contacted in regards to a change in plans. I emailed the store on Feb 28th and I have not been responded to. I paid for a working recliner and they delivered a non functioning sofa.

I purchased a Sleeper sofa on 3-01-10 and paid a $89.99 delivery fee. I also purchased three extra pillows on sale to go with the sofa. Their delivery people could not get the sofa in a standard size door after an hour of trying and had to take the sofa back to the La-Z-boy store. I went to the store later for a refund of the purchase price and was told they would not refund the delivery charge even though they were not able to deliver the sofa. They also would not refund the purchase price of the cushions because we bought them on sale. As a result, I am out $141.98 for a sofa I do not have and cushions I do not want or need since I do not have a sofa. I will not go to another La-Z-boy store ever and I plan to tell all the people I know of my experience and not to purchase from La-Z-boy.

I filled the Warranty Claim on $1400.00 Leather recliner in Oct.09. Factory Rep. viewed and agreed to replace chair arm. I followed up in Dec 2009 & Jan 2010. There were no call backs. I followed up in Feb 2010 and was told no replacement leather available. I contacted via E-mail twice & several more phone calls with no response from La-Z-Boy claim dept. Finally, I was told they would offer $230 for me to go away. This is totally not acceptable since the factory defect appears to be happening on the opposite arm & will continue to worsen as time goes by. I want a replacement chair or my money back. You cannot contact La-Z-Boy direct. Everything is channeled thru a 1-800 number which in my experience is only a spot to take complaints to be ignored. This is still an ongoing issue that I do not intend to drop.

I so regret not searching the web for reviews prior to ordering from La Z Boy! After my awful experience, I decided to Google it and found that so many people have had similar experiences.

First, the delivery was not as promised. Second, when the delivery finally made its way to my home, it was incomplete (I ordered a sectional which they said was custom b/c of the color fabric, and only 3/4 of it was shipped). Third, when they did deliver the 3/4 of my reclining sectional, 1/2 of it (the recliner) was damaged (and still is). I finally received the remainder of the sectional, but I'm very dissatisfied with the craftsmanship of the set. I also noticed that the wood used to build the sectional/recliner is not the same as the wood represented on the model at the furniture store - the one they so brag about as being the highest quality recliner!

As if all of this is not enough to stress and frustrate someone (a reasonable individual I might add), management has been awful, awful, awful! Despite several attempts to contact regional and district managers, neither have responded. When I contacted Corporate Headquarters to report my experience and lack of response from the above individuals (after spending an inordinate amount of time explaining my situation), I was told they could not do anything because each store is individually owned. Talk about trying my patience!

I decided to go to the store personally and make my complaints known in front of whomever I could, workers, customers, etc. Store managers have attempted to calm me down and appease me by making calls and promising action, but nothing has happened yet! I've been in contact with Customer Care, whose representative handles me very well on the phone, but I have no confidence in her either. A tech was sent out and the only thing this company is doing at this point is replacing a bracket (or something to the effect).

I'm still waiting! I also talked to the Customer Care manager who also tried to calm me down, but refused really listen to all of my issues, including my concern that the structure and craftsmanship of the furniture is not what was represented to me when I was purchasing the product. The craftsmanship is very poor, quality is poor. All in all, it is a flimsy set!

Let me start with saying that this is the worst buying experience I have had in my entire life. My husband and I will never buy anything with the name La-Z-Boy on it again! The fabric, the frame and the mechanism all are of a pathetic level of quality! Customer service, or lack thereof, is making this experience even worse.

My couch was purchased on 2/23/2009. Within 1 week, a call was made to the store because a slat (which turned out to be a 1x2 of scrap wood) partially snapped and splintered. The second issue addressed right away was a cushion that had what looked to be a glue spot eating away at the texture of the fabric. Right away, we wanted to return the item but were told we had to follow the warranty. The store manager told me he would contact service to come out. They would call me to schedule a time. A man named Ron called me and scheduled a time to come out, he was supposed to be here around 10am because I had to go to work at 10:45am.

At 10:45, he had not showed so I left and on my way called the store to let them know. I soon had Ron calling me again, apologizing because "he just couldn't get up that early" and asked if we could schedule a different day. We scheduled the following Saturday at 1pm. He came over, looked at the back and the seat and stated that we needed a left back and right seat ordered and will arrive by 4 weeks.

While I was waiting for the order to arrive, I had to contact Tom at the store again because the same side that needed a back, the leg extension started to drag the ground and tear the fabric. We weren't even able to close it completely. Tom stated to have Ron check it out when he came to install the new pieces. Ron came out in June, several weeks after the parts being ordered, replaced the back and seat and they looked great. I asked him about the leg extension and he stated that "it's not a big deal, just a matter of adjusting the couch's foot height."

July, the week after the holiday, we had family come to town. Someone sat at the end of the couch that the extender had been "fixed" on and when they put their feet up it started to slant. I got under the couch and found that the mechanism had completely bent as if it had been molded that way, any maneuvering damaged the fabric. I called Tom once again and told him of the problem and that I'm sick of this, I want a new couch. Tom promised to have it fix, he couldn't believe this and he will do everything he can to get things taken care of. He made a point of stating that the customer is priority so I believed him. He stated that part would take 4-6 weeks, which was July.

In September, we still hadn't heard from him or Ron. I called the store and left a message, within minutes Ron was calling me. He told me in a voicemail the parts had come in a week previously but he would be going on vacation the week following but could fix the couch after that, tack on an additional 2 weeks to my damaged couch. Let me say at this time, I have several pictures of the couch during this past year. I didn't respond to Ron, I was livid at being put off again by the man.

I called the store and left a message for Tom. He called me back and stated that Ron is his only option for service and Tom would come out with Ron to put the new part on. I agreed to this arrangement. We arranged a time for Ron to be here when my husband was here. The day came to replace the piece, in October 2009, and Tom called to let me know that he wasn't going to make it because he was so sick but I could certainly call his cell phone. What choice did I have? So Ron came over, my husband got a bad feeling about him instantly and replaced the mechanism. My husband had to leave at the same time as him but when I got home from work I noticed saw dust on the ground. I pointed it out to my husband and he sat down to try the reclining feature.

The reason for sawdust suddenly became apparent. The board for supporting the legs had been snapped and the staples holding in the screen fabric had been ripped out. I tried to call the store, my husband called Tom's cell phone, nothing. Eventually we got a hold of him and Tom asked me to e-mail the pictures to the store e-mail so he could send them on to corporate. I did so, still not getting any responses. On Halloween weekend, my husband and I stopped into the store. In this many months, Tom had never actually seen the damage this couch has seen because of shoddy parts and repair.

I showed him the pictures and he didn't know what to say other than to apologize and promise that corporate was involved now. Thanksgiving weekend, I tried to contact Tom by leaving a message at the store, nothing. Twice since then we have left messages for Tom to get back to us, still nothing. On January 4, 2010, we contact the Better Business Bureau and filed a claim. They stated that through the next 4-6 weeks, they would be trying to make contact with the store. On February 1, 2010 we received a response back that communication attempts had failed.

I keep being told that I need to let the warranty work. We need to wait it out to get everything taken care of. Well the 1 year mark is coming up in a few weeks and nothing is resolved! I called warranty services and they can't get a response from the store either yet and was told yet again that I need to wait. I have been waiting for a year to have a couch that is in 1 piece! We paid $1,200 for a couch with a name that used to mean quality!

During this time, there have been e-mails sent to the store at lazboyoflatham@hotmail.com, customer service, and corporate. After all this time, I feel that a refund is the only thing that is going to finalize this. I want ties with La-Z-Boy broken.

I was charged for a recliner that was delivered on approval and did not know the charge had been made. The chair was picked up and GE Money started calling for payment (harassing me) The store in Little Rock, La-Z-Boy Galleries, credited my account for only part of the charge. I am now receiving harassing phone calls again from GE Money. I talked to Kathy ** last week and she promised to get this straightened out. I have not heard from her since and the phone calls are still coming. Please, please help me get this straightened out. I have an excellent credit rating and this error on the part of the La-Z-Boy Galleries,will make a difference in my credit score. I do not appreciate the runaround and need this straightened out, please!

I purchased a $1,500.00 dining room hutch for my sister's wedding present in March 2009. It was received, and immediately, a touch up was ordered for spaces/gaps in the wood that were exposed. Two months later, the wood split further in many more places. Another repair was ordered. An independent who came out to see the furniture advised us to return it as it was not cured properly, and would continue to split and eventually be worthless. We made three trips back to the store, working with Will **, to see if we could get a replacement piece. Nothing worked out. I requested a full or partial refund from Will in November 2009. He indicated he would talk with his boss. We called twice afterwards and never received a response.

We purchased the theater movie set of 4 recliners and a lounger and after two years there is duct tape everywhere.

Today's date is February 3, 2010. On January 12, 2010, I purchased a La-Z-Boy Trevorton Lift Chair from the furniture gallery in Whitehall, PA. I paid $1,172.35. It was delivered to me on January 14 and stopped working on January 17, 4 days later. Although I have followed the procedures to obtain a replacement chair or a refund, the company has not returned multiple phone calls to the store, customer service, repair or the corporate office.

When they did respond on January 25, I was given a repair date of February 18. I complained that that date was unacceptable, having just purchased a new chair with only 4 days of use. Again, it took multiple phone calls before I received a response from the store on January 27. The repair date was moved up to 3 February.

On February 3, a La-Z-Boy contract technician arrived, took 3 pictures of the chair, examined the motor, and agreed that the chair was not working. He then removed the motor. He asked me to sign a document which stated that I agreed with his assessment that the chair was not functional. He then said that the company would call me and he left.

I still have a chair that doesn't work, and no idea when this will be resolved or in what manner. They have my money. On February 3 (today), I called the corporate office to register my anger and dissatisfaction. I received a call back from the store location telling me that when they receive the technician's written report, they would review the details. I was told that I would receive a call back with their response by Friday, February 5. At this point, I am requesting my money back, because I received a defective new product and extremely poor customer service.

I purchased a chair in April 2009, complained that the frame was broken in late October. The chair is still broken and Briannah (would not give me her last name) said they could not help me with this problem.

We ordered a love seat and over size chair, on Dec, 1st and were told 6 weeks for delivery. The middle of Jan., we called and were then told the end of Jan. We called the end of Jan. and are now being told the end of Feb. We gave away the furniture in the room. These were to go in the end of Dec. and now we have an empty family room. We have called the store and are told we can't stop the order. They are the ones that have broken the contract and we want to cancel and our money returned. The manager at the store says no. We have then sent emails 3 times to contact us on the La-Z-Boy web site and of course no answer. We called the store again to be told the person we had already dealt with was the manager, so it's no good talking to her again. They have used our money for this long and we have no furniture.

On February 28, 1997, I purchased a La-Z-Boy recliner (#17-527) with a swivel base. Two of the bolts that hold the base on (Torx T-30 1/4 X 20 thread 3/4 in long) broke off. I called service. I spoke to Terry after several attempts. Terry will provide the two bolts, if I drive 20 miles to his location. They refused to mail them unless I paid $40.00 shipping.

Bottom line is buy something cheaper and throw it away when it breaks. La-Z-Boy works very hard to keep from honoring their lifetime warranty you hear so much about during the sales pitch.

La-Z-Boy does not give a lifetime on their mechanism as advertised. This is parts-only labor, to adjust or replace is billed at $199 per hour. This is false advertising.

I cannot begin to express my utter disappointment in the quality of merchandise and customer service provided by La-Z-Boy. About two and one-half years ago, I purchased the Hammary Savona table collection from La-Z-Boy Gallery on North Dale Mabry, along with a substantial amount of other furniture. This week, I noticed the beveled edging on the Cocktail Table literally cracking and crumbling beyond any reasonable expectation for what I believed was quality furniture when I purchased the pieces.

I contacted Hammary directly and spoke with the service manager, Brian, only to be informed that the one-year warranty was expired and neither La-Z-Boy nor Hammary (a subsidiary of La-Z-Boy) would accept any responsibility for the table. I was also advised that I could not contact you directly; I must write a letter and wait for a response, which indicates to me a lack of customer service in addition to the sale of substandard furniture.

When I purchased the furniture for my living room, I made the trip from Sebring to Tampa, specifically because I believed La-Z-Boy's reputation to be impeccable, as evidenced by the "How Did You Find Out About Us" box on the invoice. I intended this furniture to last at least 10-15 years and am absolutely flabbergasted that a $630.00 Cocktail Table would fall apart after 2 years without any concern on the part of La-Z-Boy or any customer services to aid in remedying the issue. I believe I could have purchased a complete set of tables at Big Lots (of all places!) for half the cost of the Cocktail Table alone and obtained the same, if not longer life span of the pieces.

Again, I can't begin to express my disappointment in a letter alone, and since I am unable to contact you by phone, if we cannot reach an amicable solution, please know that I will express my disappointment to anyone and everyone I come in contact with from this point forward, in hopes that at least my friends, acquaintances and hopefully their friends and acquaintances will be able to avoid this same disappointment. I have to buy an entirely new living room table grouping, if I want them to match. The original three table grouping I purchased cost $1,475.86.

I ordered a three-piece sectional. The pieces don't match and fit together. I spent over a year requesting them to live up to their "quality, workmanship" advertising claims. I mentioned the lifetime warranty they guaranteed and the regional service manager laughed. The quality of their furniture is substandard and the Better Business Bureau gives them a C rating. I spent $3000 for a couch and no one cares. Stay away from La-Z-Boy if you want a couch you can enjoy.

My two roommates and I went into La-z-boy to look at a living room set for our apartment. My current roommate and I had previously gone into the store twice before and saw a really nice living room set so we returned today with our third roommate to make sure everyone agreed on the set. As our third roommate sat on the couch, she tried to pull the lever on the inside of the couch to recline the couch and injured her hand, drawing blood. An associate approached us and asked if we needed anything and we asked for a first aid kit, which she brought back to us.

Not even two minutes later, another associate approached us and very rudely told us that the manager had sent her to tell us we needed to leave the store as soon as possible since we were "just hanging out on break" and then she rudely stormed off, when in reality we were waiting for our roommate to bandage her hand and considering purchasing the living room set.

It was highly offensive and we found it to be quite rude. We had no intention of complaining about our roommate obtaining an injury since the one associate was so polite but we felt the need to complain when we were told to leave on false pretenses. Also, when we called the store to get the number for the district manager, which could not be found online, they proceeded to put us on hold and then hang up on us. We immediately called back and they blamed it on poor service on our end when we were calling from a landline.

I had purchased one of their La-Z-Boy sofas with dual recliners 2 years ago. I tried to call and get someone out to repair my sofa ( the left arm is falling off and with both recliners you have to crawl out to close the footrest). I was told that I have a life time warranty on the metal and the wood. Well, guess what? All that covers is the parts that would be needed to fix it. It doesn't include the $100 an hour labor fee. Oh, and they have to take it to their service center and if you can't transport it, they charge you a $100 fee to take it there and another $100 fee to bring it back on top of all of the labor charges. I can buy a new sofa for what they charge to fix this one and even have change left over and it will probably last a lot longer than this one did.

We went the La-Z-Boy route because we wanted to have some good furniture for once and at the time we could afford it. Well I'll tell you the cheap furniture we had owned over the years lasted a ** of a lot longer than this sofa that I paid nearly $800. Yes, I know that might not sound like a lot but for my family that is a lot since we barely have enough to feed ourselves and now they want to rip us off and try to charge us for repairs that should not be happening in only 2 years. I have had cheap hand-me-downs that lasted me longer than this new expensive sofa has. I will never buy another La-Z-Boy again in my life and I will tell everyone I know not to buy from them. They just cost me way too much money that I just didn't have to lose.

I purchased a reclining chair on May 4, 2009 for a cost of $1009.98. The chair did not arrive until August 2009! Since then, the chair has needed servicing 2 times due to broken parts. I was told the reclining mechanism needs to be replaced, the seat upholstery must be replaced because it pulled away from the main part of the chair and another wood piece must be replaced. I asked for a new chair (and the service tech said I should get one as well) and was told that they will only replace the parts. I have no children to damage this furniture and we take very good care of our things. I am very upset. This piece isn't even 6 months old and is falling apart. I will have to take another day off of work to wait for a service tech to replace the parts and even then, I do not think the chair will hold up.

My wife and I spent a great deal of money on a La-Z-Boy recliner we bought in February 2007 and put in storage until March 2009. After only six months of use, the bottom fell apart. The store wanted to charge us to pick the chair, but I declined and took the chair to them. They asked me to pay $265.00 to fix the chair. I was told I could have the parts for free, but it could take weeks to get them.

I was treated like I had no business, and I was even thinking the store would help. Take my advice: Do not buy any La-Z-Boy products. Because of the $265.00 to fix the chair, we will have to fix it ourselves and be without the chair for about a month.

I purchased 2 sofas and one swivel rocker on 11/27/2009. They assured delivery would be before Christmas. One sofa delivered to wrong address and 6 hours later finally delivered to correct address. Swivel rocker was scheduled to be delivered and nothing happened. After call to store, they did not have it scheduled. Finally, I received it on 01/07/2010 and it's the wrong chair--it's a recliner not swivel rocker. The second sofa was scheduled to be delivered and nothing. Now we've been told that it is not ready and still in their corporate office. Every time we call a different story is told to us as to the delivery time of the second couch. First, they want me to pay an additional $120.00 for the correct chair. Second couch is the disposal of a couch to have nothing to sit on for 2 weeks since the original scheduled date for delivery.

The quality of the fabric of my recliner is very poor, and the pattern is defective. About a month ago, a representative came to inspect the chair, and said that they would replace a section. Three weeks have passed, and nothing has happened with my complaint.

After reading reviews from others who had lousy experiences with La-Z-Boy, I decided to put in my own. I ordered a sofa and recliner back in September 2009. It was a custom order, but was told the average delivery time was 6-8 weeks, and sometimes even 5. This would have made my delivery around Thanksgiving; it never happened. No phone call from them. I found this out by a chance call to them. At this time, I was told the books showed a delivery of December 19th, 2009. On December 17th, I thought I'd better check on this, and sure enough, the manager told me the date was moved to the end of January now. Again, no one had bothered to let me know, but this time, I got the "material was back ordered" reason. This was the first time anyone had bothered to even make up a reason for the **.

This time I made it clear I was not happy with the runaround I had been dealing with. The manager called me back, and to make amends for the inconvenience, they were going to give me a $400 clock. I have to say here my experience with this store was, on the whole, a pleasant experience, which made it even more surprising that everything seemed to fall apart as soon as the end line. The clock is a nice gesture, but following through on what is said, or a phone call (either time) to say the delivery date had been moved up, seems at the very least good business. I did call one of the many phone numbers for La-Z-Boy, and the woman told me I had to deal with the store I had ordered from. What sense does that make? Just thought I should warn others so that maybe their buying experience goes better than this one

Recliner ordered on November 1, 2009 with the sales person indicating about 2 weeks for the chair to come from the warehouse as I was picking it up from the store. I checked in almost weekly for status. Six weeks later, I called again and was informed that the chair was in. When I went to pick up the chair, it was the wrong color and model. The store manager just smiled and said the problem was "miscommunication." No apologies were expressed. The product may be good but the service was not. I demanded and received a refund. I will not return to this store.

My dad purchased a lift chair from the Shillington store February 5, 2009. It stopped functioning properly (it would not go down). We had to lift my 90 year old dad out of the chair. A part (you plug into the wall) was replaced. The chair has not functioned two other times already. Parts have been replaced. I contacted customer service on behalf of my father because this last time a serviceman fixed the chair on a Thursday and it stopped functioning again on Saturday. The chair needs to be replaced or the money refunded. It has taken too long to repair it and my father has great difficulty getting in and out of other chairs....hence the purchase of the chair.

This last time it needed repaired I called customer service and they indicated they couldn't come until the end of December or the beginning of January. I called the middle of December. I told them it was not acceptable they would need to come that day or the next. I told them I would contact the credit card company and get my dad's money back. I was told they would call me back and see what they could do. A woman called me back and said she pulled some strings and could get someone there December 26th. I agreed. I called them December 26th to find out what time they would be coming. They said between 12 and 2. I called at 2:30 to check where they were. They put me on hold and tried to call the driver but could not contact him. I ended up talking to the service person's manager who said he was making a trip to Delaware on Monday and would personally pick up parts and make sure they got to us this past Wednesday.

A serviceman showed up but knew nothing about the parts from Delaware. The serviceman that showed up tested two parts and said it was none of those two. The part he needed he didn't have. He was going to order and replace all the parts. He said it could be sent to our home. I then talked to Customer Service again stating that they needed to overnight the parts and get the chair fixed. I was told they don't do that. I told them because of what we've been through and all the "lines" they've given us they need to do it. From what I can tell we must now wait another 2-3 weeks for the parts. Needless to say I am very angry, frustrated and disappointed. To end up spending $1500. on a lift chair and for it to break down three times in less than a year and to get no satisfaction from the company is unacceptable.

Again, my father is 90 and needs this chair. At this point in time I would appreciate receiving total reimbursement for the chair because I cannot deal with this company anymore. They don't record the phone conversations on the computer for future reference. When you call the Customer Service dept. of the Shillington store you end up talking to the Customer Service dept. at the main warehouse elsewhere. Thank you for anything you can do to help us remedy this situation.

I purchased a sectional sofa from La-Z-Boy Furniture Galleries at their Yorba Linda location. The sectional is essentially falling apart. They have been out to repair the sectional 3 times within a year of purchase and refuse to come out again without collecting a service charge. Each time they come out all they do is staple the frame and glue the material back together and say it is repaired.

Their "life time warranty" is illlusory; it covers nothing because they use the same materials. The service charge covers their labor. We are afraid to use the sectional sofa because it keeps breaking. We asked them to waive their service charge for the latest service call because they continue to repair the same sections but they refuse to so I have no alternative but to take them to small claims court.

We have a sectional that cannot be used because the frame keeps breaking. Parts of the frame are now tearing through the fabric. I do not believe the sofa is safe. As a practical matter, we have lost the entire value of the sofa since it is not safely usable plus the cost of the extended warranty. It has caused significant frustration and loss of time and travel.

Ordered a couch on October 10th, was told that the couch would be delivered to our home in 3-4weeks. After 5 weeks, we inquired as to where our couch was, and they told us we would be lucky if we got it by Christmas! We said that was not acceptable and was not what was written in the contract and we would like a refund. We were told then that they do not issue refunds, only instore credit.

Layz-boy never had us sign a document stating such a policy. The manager then came back with the doument and asked us to sign it. We refused. We stated we wanted our money back! That was their problem that they didnt get that disclosure agreement signed by us. Layz-boy then went onto say that it really didnt matter anyhow, as that was their policy and they dont issue refunds. Unfortunately we paid cash! Big mistake!

If we had paid with credit we could have refuted the charge. We made that very clear to them. They were completely uncooperative and rude to my husband and myself. They finally did deliver the couch. 8 weeks late, and the delivery drivers were completely intoxicated. Now to add insult to injury, we have had our couch 5 days and the foam is already colapsing.

My 10th wedding anniversary is New Year's Eve and we are celebrating with friends and family in our home with this large, broken reclining sofa as a serious eyesore and embarrasment. We will make sure to inform our guests of our poor experience with Lazy Boy. Lazy Boy was quick to take our cash when purchasing but when it comes to customer service much improvement is needed.

we bought a leather coutch and love seat.they replaced one of the coutch cussions and over time it changed colors.we bought a five year insurance plan from the store.but now the insurer has no record of it. the store is giving us a hard time.what can we do? it has been two weeks since we called the store.i spent 7,000.00 at lazboy and they don`t care.my wife and i are devastated.

A couple of years ago, we purchased a lazy boy reclining couch and chair. Having had another chair for 20 years, we expected the same service out of this set. However, this new furniture, uses leg pressure to lower the foot rest to bring the seat back to an upright position. This has become so difficult that we can no longer enjoy this furniture. We are very disappointed in this purchase.

Sofa & Loveseat special ordered on 10/3/09. Sara, the interior designer, stated delivery would be 4-6 weeks but might be closer to 4 weeks as La-Z-Boy was trying to get their product out quickly. Called mid November to check status. Told loveseat was in warehouse. Would I like that delivered? Why would I want one piece of a matching set delivered without the other??? Called again to ask about the sofa the week of 12/7. Someone would get back to me as they were e-mailing the company.

12/16 I called Sara. My concern, which I expressed to her, was WHY the two pieces were not constructed at the same time and shipped the same time. With such a length of time between the two pieces, the lot number of color could be different. She stated that she had said if would be 4-8 weeks which I disagree with and really did not give me a plausible explanation. Now it is SUPPOSED to arrive 12/21 at the warehouse, which will definitely make it late for Christmas. I planned this arrival for before Christmas. Very unhappy and still looking for the corporate office address to complain to. I was glad I only gave them 1/3 deposit.

I purchased a 3000.oo furniture set about three years ago. I went with Lazy Boy wanting quality furniture that would last. About 3 months after the furniture was delivered, it started to go to hell in ahand basket. Metal wires started poking through the cracks if the couches and tearing the material. All the recliners stopped working properly ( you have to pull the feet up manually) and the seems in the feet part of the recliner were ripping. I called the store to ask how to use the extended warranty that bought and he told me that the warrenty that I bought was only good for stains. I guess I should have readt he fine print on that one. now just three years later I am sitting on the floor of my living room because the couch cannot be sat on at all. The back of the couch has completely broke. If I had thought for one second that spending 3000.00 would not last me 3 years I would NEVER have gone there. I would never recommend anyone every buying furniture from them again. Biggest mistake of my life! Its not like I have another few thousand dollars to replace it.

11-06-04 ( 5 YR ) Warrenty on chairs, & ( 10 YRs ) on couch

We have a lifetime warranty on the mechanism of our Lazy Boy recliner and it has broken. We called the repair number 866-424-4886 that we were given and they were not at all cooperative. We have all the original paper work on the sales and warranty but no one will return our call. I see from this website this seems to be the usual issue in trying to get a chair repaired. What more, if anything can we do to get the warranty honored?

Purchased a reclining loveseat (480509 B923074) and a chaise reclina rocker (010589 B923074) on July 3, 2009 with Guardsman fabric protection and 5 year protection plan. Furniture was delivered on July 17, 2009. The total cost of the above items without tax is $1,719.00. Early September 2009 contacted LAZBOY Mid Atlantic Service and Distribution at 866-424-4886 regarding the fabric falling apart. They sent a factory rep to my home on 9/17/2009. He took pictures and obtained information and stated they looked terrible for being only 60 days old. He would have the seat areas recovered and explained the process. On 10/28/2009 LAZBOY called and stated the fabric was no longer available and that they had lost the pictures and needed to re-take them so corporate could make a decision. On 11/3/09 the warranty person returned to take pictures. On 11/9/09 I contacted Service and spoke to Evelyn R who said it usually takes 2 weeks to process and she would call me back. It is now 11/23/09 and there is no response from service.

At this point I would prefer a full refund of $1,800.93 which includes tax so I can purchase new furniture before the Christmas holidays. The LAZBOY furniture appears to be inferior and the service is even of less quality after reading the numerous customer complaints on the web. If a refund cannot be completed I furniture replacement of a similar style with better quality fabric.

Contacted LAZBOY on 11-25-09 spoke with Holly who placed me on hold and eventually came back and stated Ms. R would call me back within the hour. Hung up at 08:48.

11-25-09 at 16:58 Call returned by Ms R at 16:58 she stated she was still working with corporate to resolve but that the TGHoliday is not helping. She said she would call me back on Monday 11/30/09. I offered a compromise that we would accept store credit for the purchase, less delivery and we would select new furniture and pay any difference and that they could deliver the new furniture and pick up the old the same day.

11-30-09 No call from Ms. R.

12-2-09 at 10:35 I called LAZBOY placed on hold at 10:37 listening to their music. Phone answered by girl at 10:48 and she stated Ms R was busy. She stated that parts were on order. She said the seat and foot rest for both sides would be shipped 12/17/09. I told her I had been advised several times that the material was not available. I requested she have Ms R call me to day. No call from Ms. R

12-12-09 No calls from Ms. R or the Mid Atlantic service office staff. Went to see Joe S at Lazboy Greenbrier Store Manager. I explained the issues I have had with service and the failure of the service department to return phone calls. He stated that Ms. R was his contact and that he would follow up with Ms. R or her supervisor on Monday 12-14-09 and that he would call me before COB on this date. He stated this matter could not be resolved by him and the store level.

I ordered furniture on October 12th and I received some of my furniture on October 22nd and I haven't received the rest. I was told by Larry that it would be in by Thanksgiving and now we are 2 weeks away from Christmas and I still have no furniture. I am getting lied to everytime I speek to him or even head-quarters. I don't understand why its happening this way when I was told 6-8 weeks.

I went to Laz-boy on 11-4-09 for the $100.00 refund promised. Chris (store manager) said he "took it off our balance" which to date has yet to be done. He also stated they had 13 leather recliners in stock and he would be able to deliver ours on the 11th or 12th. He also advised us not to make a payment until I saw the credit on our account the next month (December). We called several time to check the status and was finally called on the week-end of the 25th. The leather recliner was finally delivered on 11-12-09...4 months and 10 days from the initial order. Do you really think that's good customer service?

On 12-10-09 we contacted Chris, (the store manager and the salesmen that sold us the items) and stressed our dissatisfaction with their service and requested he do "something" about it. He said there was nothing he could do. We requested, at the very least, the delivery costs of all items, "home delivery of 4 pieced of $149.99" be refunded, at which time he stated he would only be willing to refund the delivery for only the chair of $59.99.

On 12-15-09 we spoke with Chris again at which time we advised him there had not been a credit for the $100.00 or the $59.99 and there was now a $39.99 late fee on our accountbecause he stated wait until you see the credit. We waited until the 4th to make our payment, realizing he was not doing as he promised and it cost us a late fee not to mention a BLACK mark against our credit. He stated hed made a credit on our account and was very abrupt, stating he would mail the copies to us.

Weve already made two payments on our account and its now been 20 weeks and STILL nothing has been done to rectify the situation. We were hoping to get some sort of satisfaction by dealing with the store exclusively, however as you can see that didnt happen. We are VERY dissatisfied customers to say the least. We could have shopped anywhere for furniture but chose Laz-boy. Wed heard good things about the quality of Laz-boy furniture but now realize the quality of furniture isnt the whole storythe other is customer satisfaction, or the lack there of.

I purchased a recliner for my Mother who was in an asst. lvg. in the area. The chair was delivered to the facility. An employee in the facility noted the right front leg did not seem right. Nothing was signed for except the chair was delivered. Shortly after the chair was delivered my Mother died. Needless to say, contacting La Z Boy was not high on my list of things to do at that time.

I called the Gallery where the chair was purchased and explained my situation and that the chair had been moved now to Greensboro, NC. They told me to call their service center for service which I did. I was told I would have to contact the local gallery for service which I did. I even went to the store to speak with the manager. At that time I found to identical chairs on his sales floor with the very same problem. We showed both of them to him. He contacted his service center for us and told me to fax them the information on the label attached to the chair so they could identify the chair and supply the part. I have done all of that but to date have had no response from them.

I have tried to call the distribution center manager, Michael K., left my name and telephone number for him to call me. Again, no response. I have been shuffled between the Lexington, SC store and the Greensboro, NC store. No one is willing to honor the warranty which was stated to me by their corporate office and which is attached to the paperwork on the chair. I have a very expensive chair which can not be used. I will NEVER again buy anything LA-Z-BOY even if they paid me to take it home.

They hide behind the fact they are all independent stores and even they have to contact this service center for any service they need on furniture coming into their stores. I don't believe this for one minute. The LA-Z-Boy warranty is get your money and ***** ***. WARNING - DO NO BUY LA-Z-BOY FURNITURE....BUYER BEWARE. A high end brand with a low end product!

I am out $700+. I can not get the chair repaired and in the present state is unusable. I can't allow anyone to sit in the chair for fear of causing more damage. I am furious at the way I have been treated by this company. When you call these Consumer Care and Delivey numbers you are speaking with vendors....not employees of La Z Boy and they are very good at their jobs....frustrating the customer to the point you finally give up.

Purchased sofa, loveseat and recliner on November 16, 2008. We paid by credit card, the total was $2150. October 2009 I noticed the cushions were caving in at the center on the couch. Upon further inspection I realized one of the braces was dropping down. I called the service center and arranged for them to come see it.

In the meantime I put the sofa on its back to see the damage better and take pictures, as well as keep anyone from sitting on it and damaging it further. I noticed another brace was starting to droop down as well. A few hours later I heard a big bang. The entire "sheet" of springs had come undone somehow and burst out of the sofa on either end of the bottom, striking my coffee table (but thankfully not my children!)

The service guy came on 11/10/09 and told us the braces hardly ever break, he was surprised to see it, but of course it was covered under warranty. He said they would need to arrange a date to come get the sofa. The only date they were "in the area" was Sunday, 11/15. I told the person who scheduled it that we went to church at 9:30am so they promised to come by 8:30. The man arrived at 9:20am and walked into my home, saw the sofa and said, "[Expletive]!" My husband reminded him we had children in the home and he did apologize but of course they all heard him. They took the sofa and that was the last we heard.

Called the service center on 11/23, told the parts were on order as the braces hardly ever break and they don't keep them in stock. I asked when they estimated it would be repaired, as Thanksgiving was fast approaching and I needed my sofa for my guests (we had 11 people total for the holiday). I was told they didn't know when the parts would arrive, as they hardly ever break (do you sense a theme?)

At that time they started to imply I had let my children jump on the sofa, which must have caused the problem. My youngest is 10 and my children do not jump on the sofa but even if they did, the sofa was a year old! I asked for a loaner sofa and was told they didn't have any.

I spoke with the service center manager and the salesperson we originally dealt with and left messages for the store manager and the operations manager. The operations manager did leave me a voice mail saying he was sorry, there was nothing he could do to help. The parts were on order since those braces hardly ever break.

Called 12/8 to check progress and guess what, the parts are still on order! Emailed LaZBoy customer service today, 12/8, hoping to get a reply but based on what I have read, probably not.

Found a coffee table in the store I wanted to buy. Joe said it was the last one and he was not able to order anymore. I considered buying the floor model after Joe said he could possibly lower the price and when I asked him what sort of an adjustment on price he said " It was actually priced incorrectly at $559.00". He then raised the price by $50.00 dollars to $609.00 and then said I could have it for 1/2 off or $304.00.

I left the store in disgust as I feel this is deceptive.

She ahs repeates this process three times. She ahs had the chair for 8-9 weeks and the lift has not worked on it for at least 4. La-Z-Boy refuses to replace this lemon.

Lazyboy furniture is not the same quality that our parents purchased. The service is terrible, they blame every customer for everything, not the design or Fabric, it is poor quality and doesn't last even on top dollar product. The service centers don't respond, Lazyboy in Michigan is well aware. I would never suggest buying any ever.

I purchased a leather sofa and 2 leather recliners 2 yrs. ago. After a few months, the dye on the head section of my husband's recliner was coming off. They couldn't replace that section as the color was discontinued but eventually allowed us to trade the recliner in for an upholstered recliner saying that my husband's PH was creating too much oil and affecting the leather.(it was still under the yr. warranty at the time) Now, a yr. later, my recliner and the seats of the sofa are also displaying spots where the color is coming off. The service dept. and manufacuring dept. say there is nothing they can do as the warranty is only good for a yr. We have the 5 yr. leather guard but it only covers stains, etc. so is not responsible. My leather furniture from lazy boy that is 13 yrs. old and is now at our cabin still does not show any signs of the color coming off. I will never buy Lazy Boy Furniture again and I would not recommend it to anyone.

We purchased a fairly expensive leather covered rocker/recliner from Lazy Boy. After about a week after delivery, my wife noticed ine side lower then the other and called custome service. A representative came out, took pictures and promised someone would contact us within a week. Thee weeks later my wife called and was told they felt the problem wasn't that bad to worry about. She also told my wife she had seen a lot worse.

My family bought furniture from LAZBOY many years ago in another state, and were extremely happy with our purchase. We bought two recliners right off the floor and took them home. They served us well for a long time. Good product.

The table I ordered was to arrive in about 4 to 6 weeks. The date is now November 29th. When I've called to get information I am told "it's probably on THE TRUCK ..we'll call you back."
You guessed it. No one ever calls back!!!!! They will not follow up on anything and then act as if I am annoying them. Well, I intend to annoy them until they do something.

We paid LAZBOY in cash. Stupid mistake.
If I cannot take whatever I buy with me on the day I hand over my money, I will do without until I find what somewhere else.
Believe me, this is the "furniture capital of the world" and lots of companies here ARE trustworthy. They do everything in their power to satisfy their customers. They know they aren't the only ones around. They also know that "word of mouth" is a very powerful tool.

I intend to use that tool too. May not upset such a giant corporation but we'll see.

2 months ago, we went to La-z-boy and saw a small area rug (floor sample). It was marked as $49 (clearance). Today, we went to buy it. The saleswoman was going to sell it to us when the manager said the price was marked wrong. She said the price was actually $129. Then, the manager refused to sell the rug to us as the marketed price.

Yesterday, Nov.30,2009, my wife and I purchased a chair from the above company. We had decided to take advantage of their sale of "No Sales Tax". We picked out a chair and decided to purchase it. When the order was written up we found to our dismay that sales tax was charged. We questioned the reason and was told that this sales savings was for those that purchased $999.00 or more. When I looked at the HUGE sales signs posted on the windows at the entrance of the store, true enough, their was a very small disclaimer at the bottom of the sign.

The second thing I think is dishonest is their excessive delivery charge. They gave me a choice of home delivery or picking the chair up in Rancho Cordova, Ca, a town 25 miles away. Their was a third choice which they didn't mention until I brought it up. I bought the chair in Elk Grove, Ca. Why not deliver the chair to their Elk Grove store when they made their weekly trip on Turedays. I was told that they could do that but there would be a $30.00 charge for that service; again, a very poor business pratice.

I had the choice of not purchasing the chair, however I like the quality and it is replacing an older La Z Boy chair we purchased many years back.

If I had a choice of doing business elsewhere I would do so. La Z Boy Galleries is not of my list of good retailers. Their business practices are unethical.

2 years ago I purchased a leather recliner at this gallery for $998.00. Today it is a useless piece of garbage. The padding in the seat has broken down to where sitting in the chair is punishment. I was told at the store that the fabric and padding are my problem. $1000 for a chair which is just so much chinese crap.

Never again. I'd rather buy two recliners somewhere else and get 4 years of use. Think about it; $40 per month for a Lazyboy!!!!!

I complained about the furniture we had purchased in a Denver Location. They sent a tech out who not only did not do his job he tried to extort money from my wife. I complained again and they sent out a real tech who agreed to make the necessary repairs and other upgrades for a small fee. Lazyboy sent out the delivery team to pick up furniture one piece at a time within a 2 week period. Each pick-up and delivery was done by a different crew. When it was all said and done we were missing a 80GB ipod with very expenxive ehure headphones. Although we cannot prove who took our electronics, we are quite certain it was a Lazyboy Employee. For you see it was laying on our dining room table before they showed up and missing after they were gone. If you live in the Denver area and wish to have Lazyboy employees in your house please be careful.

Special ordered a recliner, it arrived with indentations on the wooden arms and the screws that were supposed to hold it together were not there. They would not take the chair back as it was a special order but they volunteered to fix it.

He used to be in quality control but they cut back and he was now repairing.

The sleek chair that I purchased ended up looking like the michelin man as part of the chair back had to be replaced as the material did not match or was bulky so they overstuffed it.

My neighbor had a similar problem with a sofa she purchased. What a lousy product living on its brand name.

My husband and I have really good experience with Lazy boy with our purchases, except this time, and by far this is the worse we have been treated as a customer. We placed an order on 3 pcs of furniture totalling around 3900.00 dollars. We dealt with Helen, she gladly told us that it usually takes up to 8 weeks to have our furniture delivered but sometimes it may only take 4 weeks. she told us she will give us updates on the progress. That was Aug 29th.

On Oct 24th, a day shy of 8 weeks, I have not heard anything from them, and since it has been 8 weeks, i figures i should give them a call to see if they are going to deliver my stuff the following day. I was greeted by a receptionist and she said that Helen will call me right back if i hang up. I waited for about 5 hrs, no calls. I called again right before they closed at 6pm, this time the receptionist got Helen to come on the phone. Helen told me that the furniture are not ready. There is a problem with the production of the materials we picked out and she will make an inquiry about it first thing Monday morning and she will call me right away. She promised to call us for any progress, no calls, no updates for progress, now the furniture is not ready.

Monday came, Oct 26th, past 8 weeks as promised. Got a call voicemail from helen at 555pm. Furniture are not ready, she put a "speed" on the production and it should be ready soon. Another week passed the delivery time and no furniture. I called for update and nothing. I got even hang up twice.

November 2 - I got a call from helen that the furniture arrived. I asked for the stuff to be delivered the following day and she replied "MRS. R., MY TRUCK ONLY GOES IN THAT AREA ON FRIDAYS. NOW, I CANNOT, JUST CANNOT DELIVER YOUR FURNITURE TO YOU TOMORROW OR ANY OTHER DAY BUT FRIDAY BECAUSE I USUALLY GET A FULL LOAD OF THE TRUCK SO THEY CAN DELIVER ALL THE FURNITURE IN THE SAME AREA AT ONCE."

I asked Helen if she can make an exeption this time since they are late in finishing our furniture. Helen now with stern tone of voice, "MRS R., DIDN'T YOU HEAR ME? I CANNOT, I JUST CANNOT DELIVER YOUR FURNITURE TOMORROW OR WEDNESDAY, THERE'S JUST NO WAY, THERE'S JUST NO WAY!" I was very upset at that time, since we have been waiting for a long time for the furniture (all this time we didn't have anything in our living room since we donated all our Lazy Boy furniture to our son who went away for college).

The following day, I contacted Helen again and asked if she can in any way get my furniture delivered sooner than Friday since we were going out of town. helen repeated her demeanor from the day before and she repeated her same answers of "I CANNOT, DID YOU JUST HEAR, I CANNOT JUST DO THAT FOR YOU MRS R." She also told us that we can pick up the furniture but we have to give her a heads up so she can have someone come over to get the furniture ready.

Monday, Nov 9th - now ten weeks from placing order - I called Helen if she has any avail delivery people to deliver my stuff. again NO.

Wednesday, Nov 11t - Veterans day - my husband served and retired from the military and is a veteran of many wars, we decided to call U-haul and reserve one so we can drive one hour to go pick up our furniture in Pensacola. I called Helen that we were on our way. She said "I'll make sure that they're here to help you."

We got there, saw 3 boxes on the platform area, boxes broken. No one there waiting for us. She asked for us to come inside and sign the papers first before they can load the items on the trailer. My husband went in and got the paper signed. He came back out, opened the trailer and waited for the lazy boy workers to place items in the trailer. One skinny man came out. My husband asked to see the furniture first before placing them in the trailer. Sure enough, we found wood exposed areas, stitches not done right, threads hanging out on arms area of sofa. the worker did offer to fix the areas that were wrong, so we waited while he stapled and fixed the areas of problems on the platform.

My husband had to lift all the heavy stuff and place them in the trailer.

What an experience, we were supposed to be the customer, yet we looked like the workers. No customer service from any of the Lazy Boy staff at all, ZERO. Helen did credit us 84.00 dollars for the delivery, but the point is that they were supposed to have the stuff ready and delivered by 8 weeks and that did not happen. No apologies, no compassion. We got treated like dirt instead and we just could not cancel our order because they will keep our 900.00 dollars deposit if we did.

We as a customer had no escape from the poorest of the poor customer service we received from Lazy boy. What a disappointment and lots of frustrations we have gotten from them. This kind of practice is unacceptable. My husband has stated that he will never purchase anything from Lazy Boy ever again. EVER. Emotional, Physical (our backs hurt from sitting on the floor for 10 weeks), monetary since we had to spend our own time and money to pick up the furniture, and if we cancel we would have defaulted our 900.00 deposit.

Found a great reclining sofa. Explained that we would like more stuffing. Sales person explained that this would be no problem, but first we should take the sofa home and break it in. I asked, "wouldn't it make more sense to put extra stuffing in during the construction process ( custom sofa). She again said "no, take it home first". I explained that we were moving several hours from a La-z -y Boy store - she again explained this is no problem. I did not trust that she fully understood how far we would be ( 3 hours from any service center). I asked her 3 times - even saying I would rather they overstuffed it while building it. She stayed firm and said all of this could be dealt with after the sofa was broken in at our home. So we paid our $3300.00 bill and waited for our sofa.

After breaking it in for 6 months I phoned to get the "extra stuffing process" started.

This is what I learned: extra stuffing is an alteration, which I should have been charged upon purchase, the service centers will not travel to my new location, I must have misunderstood the sales person, as she would never have stated that extra stuffing could be added, La-z-y boy is loyal to their staff a wants to pacify customers.

We purchased a leather reclining sofa from LAzyboy. We were advised to buy their leather protection plan and that it would cover any defects no matter the cause. We read the brochure and it supported the reps claims. We were not concerned really because we have had a suede sofa for years and it was still in mint condition. So we bought the couch with the plan.

We had the couch for 1 day and we noticed scratches on the seats. We had people moving furniture all day and are not sure what occurred. So, we covered the couch with a quilt until Lazyboy could take a look at it.

Lazyboy said not to worry and that they would send someone out to look at the couch and make a determination on how they would help us. They used Advantage Furniture to facilitate their repairs. They said he would come out and take pictures the first time. We told them we were only available in the morning on the day they were sending him.

The rep called the day before he wanted to come and said that he was going to be there in the afternoon. We told him we were not available at that time and so he said he would come Monday morning between 7-8am. He never showed up and didn't call to say he couldn't make it.

We called Lazyboy. They contacted him about coming out again. This time he showed up unprepared. He admitted to forgetting his camera. When this occurred the sun had been out for hours and our floor to ceiling windows were open plus we had out lights on in the home. We removed the quilt from the affected areas so he could look.

The rep arrived without his camera, which was the only reason he was there that day according to lazyboy. We asked him about that and he said not to worry and that he only needed to take a look at the couch that day to see what options were available for repair. When he looked at the couch, he said he didn't think he could repair it and would recommend that that portion of the couch be replaced. He said he or Lazyboy would be in touch with us soon. We said if he needed to come back to take pictures to let us know. he did mark on the scratches with a pen that did not match the color of our leather. When we asked him about this, he said we would have to buy our own pen if we wanted the right color. He said it costs about $3. Lazyboy knew what color our sofa was. Why didn't he? He couldn't bring the proper $3 pen?

Nearly a month has gone by, so we called Lazyboy. They said that the technician claimed that we refused to let him see the couch and kept it covered the entire time. That we wouldn't let him take photos. That it was too dark to see anything and that the scratches were pretty deep and looked like cuts in the material.

How exactly could he know anything about the number and type of damage if we never let him see the couch? How could it be dark in our place on a bright sunny day with our wall to wall ceiling to floor windows, which were open. Plus, we had every light in our home on.

Lazyboy does not want to repair the damages even though we paid extra for a plan to guarantee coverage because the technician was covering his butt for having forgot his camera.

i am appalled that Lazyboy is using such unprofessional services who blatantly lie about customers (and then contradict themselves in their report), fail to show up to appointments, and arrive unprepared without the required camera and without the proper color pen to hide some of the scratches.

I will never buy from Lazyboy again. this has been a horrific ordeal.

Decided to at last attack the thing full force. Contacted many individuals, culminating in a kind sales rep agreeing that my claim was not "crazy" and promising to take the issue to his general manager (Mike R). Wrote 800 word letter explaining symptoms and sequence of events. After 2 weeks, heard back, a StainSafe regional rep would talk to me! Hoorah! Unfortunately, he denied my claim on several different counts. As I tried to reasonably rebutt one point, he would simply move to the next. I did, in fact, successfully rebutt or cast doubt on nearly all of his points with the exception of one....report the claim in 10 days or we deny it, whatever it is.
Tried to call La-Z-Boy corporate, but they told me that whatever warranty a franchise sells me is not their problem.

Discouraged again, but after about 3-4 more months I took up the torch once again, since my warranty is good for 5 years and I'm nearing 4 years now. I decided to try threatening BBB and possibly legal action if I didn't get a direct response from the La-Z-Boy GM, Mike R. During discussion with him (purely email based), he has claimed that if only I had made contact with him or his team in 2008, they could have handled and even repaired the issue. I have phone records indicating I did call his store in 2008 (a few times). Also, the 800 word letter I wrote was to go to his attention. That was 4 months ago. Now this gentleman is claiming he's never heard of me until now and his company has no record of my attempts to contact them. I have multiple emails and replies from sales rep (4 months ago) promising to take the issue in front of the general manager for me.

I am currently debating my next response. I've asked repeatedly whether or not my particular type of wear is or is not covered (once I discovered what it is) and I've received NO ANSWER. A leather repair professional recently told me that its clearly a cracked finish, which is a materials/labor defect.

On 2-16-09 we went into the hoover showroom to just look. A saleperson by the name of Allison pressured us to put money down on a living set. The agreement she told us was it was not a layawy but you only put 3% down and it holds the set indefintely until we purchased, converted it to a layaway or ask for the deposit back. We have had a tough year with the economy and called tonight and told them that we really needed our money back and was unable to get the furniture. There was no question NO NO NO you cannot get your money back. How unfair after what we was told.

On July 30, 2009 I ordered a special order sectional and ottoman. I was told delivery would take 6-8 weeks. After 10 weeks, and I called and spoke to the saleslady who had sold me the furniture. She reminded me that with special order items, the delivery time may be longer. However, she offered to call the factory and find out when the furniture would be finished and delivered. She called me back within a day and said the furniture would be delivered the next week.

The following Thursday, she called and asked if I would like "most' of my furniture delivered. Apparently the sectional was ready but the ottoman was not yet available for delivery. The sectional was delivered the next day, but no time frame was given for deivery of the ottoman. After 2 more weeks, I called and spoke with another sales rep as my sales rep was off that day. He told me that he was new and unfamiliar with the computer, so he would have to leave a message for the original salesperson.

At that point I asked for the manager. After all, if it was only his inexperience that was preventing me from having an answer, surely the manager would be able to work the computer. The manager did not seem happy to be called to speak to me, a CUSTOMER. After once again explaining the situation in detail, he told me that he didn't have any idea where the ottoman was, but he was sure it would be here soon. I told him that I found it hard to believe that he could conduct business on such a large scale when he had no way of communicating with the factory, warehouse, etc.

In addition, I filled him in on the fact that my orginal saleslady had somehow been able to call the factory and get information about the delivery of the sectional. At this point, he developed an exasperated tone and told me that he guessed he could call the factory, but of course he didn't know when he would be able to get back to me. I strongly urged him to get back to me as soon as possible. I have a strange feeling I won't be hearing back from him soon.

If you are in the Huntsville area, please think twice before buying from Laz-y Boy. It seems they are privately franchised, so I have no one to appeal to now that I have spoken to the surly manager. I spent well over $3000 on the ottoman and sectional because I wanted a certain style and a certain fabric. Now I wish I had just gone to another store and bought something less "custom".

We recived delivery of our sectional couch 4hrs late on a very stormy day. They were late due to the rain and traffic. When delivered one of the sections was not covered in plastic and was SOAKING WET from being in the truck that apparently had a leak. I refused the one section, as my new couch should not be soaked in dirty truck runoff rain water.

They are saying that i have to take it, that they cleaned it. i SHOULD NOT have to accept anything but NEW AND UNTOUCHED furniture. Not only am I concerned about future MOLD,RUST AND BUGS. But the SMELL! Why should I have to take something that has been DAMAGED?

this problem has caused us many problems. It has created a VERY stressful situation in our home, it has runied an entertaining function that we had planned and considering that it has been PAID IN FULL FOR MONTHS, we should recieve NEW ITEMS! not old, wet, dried, and smelly materials. UNACCEPTABLE

We bought two recliners and a sofa. Very expensive. The bolts and nuts keep falling out of the two recliners. The leather is not holding up, and on the other chair, the cushion is not holding up. I wrote an email to Lazy Boy but have had no response. I complained at the store and was lied to time after time. I gave up on believing anything they told me. Especially the sales man I dealt with. I was promised a better cushion for the chair time after time and lie after lie and never received it. I will never recommend or buy from Lazy Boy again. I will do everything possible to discourage my friends and family from buying there.

I placed an order for my furniture in May 09. and it took 5 months for my order to arrive. I was very frustrated with the situation and concerned after I saw the news release about people not getting their furniture. Shortly there after I recieved a phone call from my sales person who told me the entire situation. I understand that it was the old owners that caused all of the problems and that La-Z-Boy as a whole are doing really well. I am very thankful to La-Z-Boy for taking over and honoring my order. I spoke with the store manager Monique and she was great. She treated me like a person and was very understanding. She called me herself with updates on my order instead of just passing me off. Monique handled the issue with great care and I am very thankful for her understanding.

If you want great service when you purchase furniture, DO NOT purchase from Lazyboy Furniture in Winnipeg, Manitoba. The owner and operations manager have no concept of service excellence. After recieving my furniture damaged, I have had nothing but problems trying to get it resolved. The timeline I was given was about 3 months which is yet to be seen because I have yet to get my furniture repaired. It's not worth the hassle. There are many great stores in Winnipeg to purchase from. Shop around!

We purchased a leather recliner sofa in July this year. The sofa was delivered in September, but the sofa did not recline properly upon delivery. I do very much regret that I did not make the delivery people remove the sofa, and replace the old sofa they had just disassembled. Since then it's been a quagmire of problems to try to resolve this problem with a defective product.

First, no one told me how to start the process. I was told someone would get back to me, but no one did. I called customer service for the regional store, and set up a service call. I also called the central company customer service, asking if anything could be expedited - polite but completely unhelpful person referred me to her boss, and took my phone number so he could call me.

Never a call. Technician came out and told us that likely, the sofa had been dropped - the mechanism was clearly bent underneath. Parts must be ordered - 2 more weeks wait. Boxes arrive, no instructions, I make another call to CS - they should I should have received a postcard with instructions as to how to make an appointment, no, oh, that's why, well, let's make an appointment. (no explanation for the breakdown this time).

I made the appointment for today, October 10th. Yesterday, I should have received an automated phonecall with a 2-hr timeframe for the visit. No call. And now, the customer service office that was open on Saturdays in September no longer is open on Saturdays, so I cannot find out when (or if) a repairman will be here today.

I have lost several days' work sitting around waiting for resolution that just has not come. I can't say how different this experience has been from service I receive from other companies. I keep wanting to believe that this company cares about its customers, but the problems with simple communication are the worst I have ever seen. No resolution. Defective expensive sofa.

Purchased sofa and love seat and was assured the fabric was durable. Since I am single and live alone expected the fabric to hold up. Within a year the cushions no longer plumped and then the fabric started to shred. When I called they sent a tech who took pictures and that is the last that I heard from them. It is a shame that they do not stand behind the furniture they sell.

Color of leather sectional was not the correct color. Then told by associate and store manager that this was a special order and if I were to re-order it would cost more. This was not my mistake the associate was not honest about the color. Associate gave me the wrong color swatch to take home - stating that the sectional would be this color. (2) Associate and Store Mgr kept implied that people of color can not afford expensive furniture.

We made the mistake of purchasing a custom fabric-ordered massage-recliner from LZB Gallery in Overland Park, Kansas for $1300 (on sale) in late June of 2009. The chair we got turned out to be considerably inferior in padding-stuffing, framing and overall comfort to store floor model we tested. This can only lead one to suspect that much higher attention is given to the materials and workmanship in store display models. In our case, the rocker-recliner version of the same chair (they did not have a wall-away version in store)seemed very good--we sat in it and got up and down serveral times, then I did a 20-minute straight sit---padding and comfort was good--the padding was resilient and firm--and the 10-motor delux massage system worked well. We were assured that the wall-away version was exactly the same, but with the different base.

I made another mistake by picking up the chair at the store when it arrived from the factory, wrapped in a heavy layer of plastic--I should have unwrapped it and tested the chair before accepting it and loading and taking it away. A few days later when I/we really had a chance to sit in it for more than a minute or two, it was obvious that this new chair was a big problem. Another catch that was not pointed out--a full warranty is only available for 3-days from date of purchace, not date of delivery, which in a custom order will take you 4-5 weeks minimum beyond this warranty...in any event, our new LZB massage-recliner is so lightly stuffed that one is sitting in a vertual box with the front edge of the seat biting into your thighs. The wall-away mechanism is very loosely designed,it rattles and shakes with the slighest movement, and has no detent position so that one can sit upright and wiggle a bit without the chair reclining on its own bit-by-bit. Also there is no way to tighten the recline so that one can sit in a partial reclined position---with movement or wiggle, the chair simply continues to recline to its fullest over about 15 minutes of your sit....

Overall, the chair's framing is also not as solid as the chair tested in the store---our new chair's frame can be flexed side to side by any movement. We had the seat and footrest section replaced by LZB authorized tech (a free-lance repairman working for several brands) and even he said the padding was crap, but that a new seat unit is usually much better since it is custom ordered and not off the assembly line--it wasn't but a hair better. The chair already has a body inprint after only two months of use, and I have to put a 3-in ch thick dense pillow in the seat to be moderately comfortable. YOu can place your little pinky on the chair back or arm and rattle the chair as it moves at least an inch each direction from side to side. The wall-away base also makes the chair about 2 inches lower to the floor, and coupled with the poor padding, makes the chair a bit low sitting and harder for a 6-foot adult to get up and out of....The only feature that is not disappointing is the massage system. Further complaint to LZB customer service has yielded the standard run of phone tag, "forwarded to corporate", "my supervisor will contact you", and "I am informed that your chair meets LZB standards".....We have little or no hope that they will do more that delay and wait me out until I quit contacting them.....but I yet DO have the time to spare to plague them some more!

The odd thing is, our other two-year-old standard LZB rocker-recliner is still comfortable, with thicker, more dense, and more resilient padding---no body imprint or "sitting in a wood box" complaint.....apparently LZB no longer cares about quality or customer satisfaction and likely thinks their huge market is a captured one...I will no longer even think about LZB furniture and will strongly advise all friends, relatives and acquaintences not to purchase any LZB product.

I purchased a sofa/sleeper on March 4, 2007 from Lazyboy Furniture Galleries for the amount of $ 1,299.99. On the back rest of the sofa/sleeper is a design pattern of 6 ornamental buttons and 2 pillows with 4 ornamental buttons that project inwards. One button dislodged from the fabric and fell in within the warranty period. The technician needed to replace the fabric because it had unknowingly ripped and reinstall the button in that specific area.

Very shortly after the warranty another button dislodged from the ripped fabric and fell in. Also a button from a pillow had experienced the same thing. The retailor, consumer services and corporate office offered NO help. I predict the remaining 7 buttons will dislodge in the very near future costing much more than the sofa/sleeper {$1,299.99). The problem is the fabric is a thin, light duty material NOT compatable with the stressfull pattern design, A thick, heavy duty fabric material should have been recomended and required by Lazyboy.

I was NOT advised, cautioned or warned on the selection of this fabric material. I am 62 years of age and this is my FIRST purchase with Lazyboy. I am very very DISAPPOINTED in the Lazyboy product (sofa/sleeper} and service. I will NEVER ever purchase a Lazyboy product again and I will NEVER ever recomend them to anyone.

The cost to repair one button is approx.$ 200. to $ 300. I predict the remaining 7 ornamental buttons will dislodge in the very very near future costing much more than the purchase price of the sopfs/sleeper ($1,299.99). These problems should NOT be occurring due to the young age of the sofa/sleeper.

Four months later the cushions have compacted to a point that the seats are now at three different levels. When my wife sits on the sofa, she sinks into the cushion and her feet come off the floor.

Doesn't the consumer have the right to expect more than 4 months service from a sofa that cost over $2500?

i got it back on 9-5-09 the heater still does not work. i called becky 7 times with no call back, i did get her today 9-21-09 she told me the warranty is over and will not fix my chair. i have to pay on my self to get it fixed.

I received my chair and a half in February, made my 1st call to have it fixed in May, needed a new bottom piece the cushion was shifting in the corners. I called furniture repair to tell them that the spring on the back sprung, was told I couldn't make another service call I had to wait for the other part to come in first, at that time the spring would be looked at.

In July I sent a letter to Lazyboy headquarters customer service and received a letter back saying that it was an isolated case and there was nothing they could do, I needed to continue to work with the Authorized Furniture Repair.

I made a complaint with GE Money Bank and was told by them that my complaint didn't meet the criteria required for a dispute. Therefore, I had to pay for my furniture in full that I can't even use.

I will never buy from Layzboy again, and I tell everyone to do the same.

Now past 16 weeks and we are told due to the economy & lay offs our furniture has been delayed - They have given us a loaner couch, but we want the furniture we ordered and over 4 months is ridiculous to wait for furniture. We seem to have no recourse, so we are waiting for our ordered furniture, but will never buy from them again.

Leather couch and loveseat purchased in April--Noticed a tear last month where there are 4 seams coming together. Called service center, assessor came out and when i called the service center i was told that they thought it was cutomer induced.

This was financed with the company that they do business with and i have over $1100 left to pay on a couch that's 4 months old with a tear.I want this tear fixed at thier expense.The brand name has always meant quality but they've lost a good customer since they're obviously selling inferior products that they don't back up on thier warranties!!

In May 09 we ordered a matching sofa and love seat for our family room. They were finally ready for delivery at the end of July, and from the first day we have had 2 problems plus other irritations.

First, one piece has 2 sections and the other has 3--4 of the 5 sections recline. The problem is that there are spaces between them--the wall behind can be seen.

Second, the material has shiney patches where people have sat. Rubbing the material in the opposite direction helps in some areas and not others. In fact, on the love seat, there was a hand print looking area from delivery that has never gone away.

Then there is the over-all quality. The material sown in the back of the love seat is stretched so tight around the frame that you can see through it.

Other material on the back of both pieces is merely held down by velcro and, for nearly $3000 is weighted down by strips of cheap card board.

So, we contacted the store where we bought it--the one at Harvard Square near Cleveland, Ohio. They sent out one of their people who took photos of the material. He sent the photos to the factory who responded by saying "this is normal wear and tear". The store is now contacting the District Manager, but I don't have a good feeling about this---small claims court seems to be in our future :(

It is just irritating that they cannot fix it right and get it right. They have refused me another chair and have gotten rude tih either me or my wife on several occasions when confonted about swapping the chair out for another one. I am not seeking any legal action just want to right a wrong.

Jan 2009 I was told by phone that they had in stock the sofa i liked on internet that i could get it faster through the store, that they could get it to me in a weeks time. First of Feb I went in store sat in the floor model and ordered couch and love seat, in the basic brown leather. NOT A CUSTOM LEMON YELLOW, SKY BLUE, just Brown and they now said 6 to 8 weeks but maybe more like 4 to 6.

Come May still no furniture they dont know us lost our paperwork, called Michigan they hide behind it is a franchise we dont care we dont have to attitude yet sold lisencing rights to the TOLLE FURNITURE Company so I dispute on my VISA AND BANK OF AMERICA AND VISA now say OK. then Tolle lies and has a delivery date and a forged signature to having it shipped to me on time.

JUNE 18th and i get the couch because it is disputed on visa I take a check for the amount of couch. VISA recharges me the $4,490 So I am out $6,600 and the couch they brought HALF works one side does NOT recline and it is UNCOMFORTABLE and the Pillow foam is broken down. looks 4 to 5 years OLD.

Had since June 18. CAN"T BELIEVE VISA bought their lies. Then Tolle Files Bankrupcty so I in the meantime bought 2 chairs and now i am being told I can have an in store credit. I heard MANY seniors that buy recliners were also taken advantage. LAZYBOY in Michiagan the Corp says the Owners STOLE the money and there is nothing they can do. They knew in Dec/ customers were NOT getting their money and they kept saying NOT THEIR FAULT. it is a franchise. WHAT IS THE TRUTH. Where is Washington State AG office?

I know have paid $4,490 on VISA $2,100 by check and have 1 broken piece of furniture and I bought 2 other chairs. WORST PURCHASE IN MY 50 years. I had Banked at SEAFIRST NOW B OF A SINCE 1961. I wont bank there any longer due to them not treating me fair. I SUBMITTED THE PAPER WORK FOR THE DISPUTE IN TIME AND ALSO THAT OF THE ORDER. THEY SIDED WITH A COMPANY GOING BANKRUPT THE NEXT MONTH.

Today I called the store again, and I was told that my chair order has yet to be processed in the future. Highly Elavated Blood pressure. Total Disgust with Lazboy. Generally having realized that working with Lazboy has been a very unpleasant and not-so-very-fun outfit to deal will.

On 8-14-2009 we purchased 2 chairs from the store at 1430 S. Power Road in Mesa. They are blue leather. We were told by the salesman, Eric Roberts, that the chairs would be in the store on Tuesday, 8-12-2009 and we could pick them up. We had made arrangements with a friend to borrow their pickup to pick up the chairs.

I called the store and asked if the chairs were there and I was told No and they would be there until Tuesday 9-25-2009. I talked to Mr. Roberts and he said due to the mixup the chairs would be delivered to us free of chaire and that the delivery truck that would be coming from the warehouse would come first thing to my home and bring the chairs. I called the store and was told no one knew anything about the chairs, delivery etc and I ask to speak to a supervisor and was told there was no one in the store but they would Mr. Roberts and he would call me back.

After waiting and waiting I got in my car and drove to the store. Mr. Roberts was there and he tried to "explain" all this away and that he had just called my home and left me a message that the chairs would be delivered Thursday. No one ask me if that was a time I would be home and further more I do not want to wait any longer for the chairs. He then started telling me that he would get the chairs to me today by 4 p.m.

I had recommended to a friend [this] store and they purchased 2 chairs from the same man and they are having the same problem. Either [they] have the chairs or [they] don't. I told him if the chairs are not in my house at 4 p.m. the sale will be canceled I don't need emply promises I need chairs to sit on.

Purchased a La-Z- boy rocker recliner in March after seeing one in a La-z-boy store. This was a high seat rocker and felt very comfortable in the store. At first my FEET did not touch the floor on this rocker? Thought it weired called La-z-boy and they said that is normal but should come down some when the seat flattens out. Oh well.

Then a few weeks later I started hearing squaking when anyone rocked. It got worse and worse. Alos the seat seemed not to fit right??? By this time I had had enough. I called and it took two appointments and several weeks to findly have a tech come out who shook his head upon seeing this and his feet also did not touch the floor!!! He took pictures worked on it for almost an hour and wanted to order the following parts. A new seat. Left and Right swing assembly and 1 rocker base and he would bring new hardware to fix the squeak! THIS IS REDICULOUS.

This is a $1000 piece I thought would last me as long as my Lane rocker recliner swivel base unit I had for 10 years! They will not exchange this piece of JUNK! I have to wait until major surgery is performed. Talked with their Robotic customer relations and now I can see why these type of positions should be taken by automated answering machines