Complain about a product or service

La-Z-Boy Furniture Galleries

La-Z-Boy
• Sales Practices
• "Lifetime Guarantee"
• Wrong Model
• Delivery Delays
• Sofa Problems
• Graphite Stains

For many consumers, the recliner is the best place to spend the evening. If you're among them, heed the advice of the La-Z-Boy customers we've heard from:

• be sure you understand the terms of the warranty;
• be very clear about what model you are buying; make sure the model is correctly specified on the invoice;
• be sure the anticipated delivery date is specified on the invoice;
• be certain the specifications of the model you're ordering are the same as the floor model you see in the store; and
• pay with a credit card. If the item doesn't arrive on time, or if it's the wrong model, you can dispute the charge through your credit card company. If you pay cash or write a check, you have very little leverage.

Keep copies of everything and if things go wrong and the store refuses to make it right, don't hesitate to go to Small Claims Court. It's your best hope of getting matters straightened out.

A last word of advice: Don't get too la-z. Whatever your age or physical condition, it's important to get up and move the carcass around every few hours.

Here are a couple of the most recent complaints:

Jolene of Queen Creek, AZ July 2, 2009

Ordered a chair and ottoman on 4/5/09. 1 month later they said it was ready to be delivered. I work 3 jobs, and told them that on certain days I don't go to work until 2pm and they said they cannot deliver before 2pm and that I would have to take a day off work to wait for them anywhere from 8am-4pm if they make it out my way on that day. I told them to sent the chair to the store and I will pick it up.

They said it would be there that Sunday, I stopped in the store and it was not there. The sales man I originally delt with was more concerned about if I had seen my old boyfriend, and if I had talked to him, and if I moved back in with him than getting me my chair. He then said it would be at the store in 1 week. I showed up again and no chair.The sales man said he would personally deliver the chair to my house and I told him I didn't want him in my house and my dad will help me with the chair. The same sales man again wanted to know about what I was doing with my old boyfreind and said a few unwanted words to me and I left, as I was leaving I seen in the glass door he was standing there looking me from head to toe as I walked out the door.

I then showed up 1 week later with my old boyfriend and they still did not have the chair. Now it has been 3 months since I purchased the chair. They said they are just trying to make money and I said I already paid you and I am trying to sit in a chair I don't have! I said I wanted my money back and they said OK and gave me back my money, my mother paid half and I didn't have her credit card with me so they told me to have her call them and they will refund the money. My mother called and they told her they cannot return her money because she shouldn't have given me back my money since the chair was a special order.

I then talked to the manager and he said he will have the chair delivered on a certain day at a certain time and will take several hundred dollars off my bill. The day came and they did deliver, but after the chair was delivered the manager then called and said I owed 200 more than what my receipt said. So he said he would give me a deal and took off 218. I should have desputed the credit card bill and wrote the BBB, although with some investigation Lazy Boy avoids those issues and doesn't take care of what they claim to stand behind. They lied over and over and I wish I could have just gotten my money back.

Jeff of Fair Lawn, NJ July 1, 2009

We bought our dual recliner 2 1/2 yrs ago and purchased an additional warranty. About 1 yr ago, the mechanisms became more and more difficult to operate and when we contacted the store, I was told this is "normal wear and tear". About 2 months ago, parts began to fall out of the recliner and finally, a roller cracked in 2 and went flying across the room.

I contacted Lazboy and they stated only parts have a lifetime warranty. The warranty we purchased wasn't worth the paper it was printed on as it was not a Lazboy product, but sold by the store as a 3rd party contract. They did send the parts however now we have to them installed. Their recommended installer wants 150 as a minimum charge to come and do the work plus an additional 75 if he needs to return for a 2nd visit if he needs to get additional parts. Given that the upholstery stuffing is already starting to fail, it probably will not be worth any additional expense.

Cynthia of Richmond, VA June 10, 2009

La-Z-Boy sofa and chair were purchased about 8/9 years ago. Sofa was immediately returned because the frame squeaked. They sent it back- still squeaky so I gave up. It was not a solid, sturdy piece so I flipped it, added brackets and supports and tolerated it. Next the recliner frame broke and that is when I found out what their Lifetime Warranty "REALLY IS". There is NOT A LIFETIME WARRANTY. They will send YOU the parts to fix it yourself.

You get a schematic with thousands of parts and you get to choose what parts need replacing and then they will send them as they say: directly to your door!" Wow, so I get to take off the upholstery and figure out what to order, then rebuild the chair and reupholster it. Bogus. I have no chair and it is for all practical purposes junk and going to the dump. DO NOT PURCHASE La-z-Boy, their products are inferior and service is non-existent.

Angela of Waldorf, MD June 30, 2009

My seven year old daughter's foot got closed in a recliner leg of a la-z-boy sofa and was severely cut. It required five stitches and if it would have been just a hairline deeper it would have cut the tendon in her foot. I never thought that a recliner could be dangerous. After this incident I have inspected the mechanism that works the recliner leg and they are basically a giant pair of scissors. They are sharp and there is no good reason for the space in between to be open. It should have a safety guard or at least the metal components could be designed different.

Dawn of Severn, MD June 11, 2009

My husband I and purchased a La-Z-Boy sleeper sofa and matching dual reclining loveseat in 1999, thinking that the "life time warranty" was a good investment since we tend to keep our furniture for many years. About 5 months ago, the recliner broke but we were happy to pay the La-Z-Boy technician his 84 when he told is it was under warranty. We were told that it would take 2-4 weeks for the new mechanism to arrive. Silly us! We believed it. It seems that this particular mechanism is no longer made on a regular basis. Worse yet, La-Z-Boy is unable to manufacture it until they get the parts from their vendor. While we can understand that sometimes a company has problems with their supply chain, all we are looking for is A DATE as to when we can expect the parts to be shipped. Will it be 4 days from now or 4 years? And La-Z-boy should have a furniture "loaner" program or something to help folks out when these extended periods arise.

This has been a very frustrating and eye-opening experience and I regret my La-Z-Boy purchase - it will not happen again.

Chris of Brooklyn, NY June 8, 2009

heavy chemicals coming off the couch harmful to my kids and family

Cole of Bellevue, WA June 5, 2009

We ordered a couch in March of '09 so our family would have some extra room to sit when everyone came to town for our wedding. We ordered it 3/14. They said it should take 6-8 weeks and to call at 6 weeks to get an update. We called at 6 weeks, 7 weeks, 8 weeks, 9 weeks, 10 weeks.

Up until week 10 they had no update and each time they promised "they'd call me back on Tuesday" for an update... Needless to say I never rec'd a single returned call. Week 10 was the week they told me they had finally got the fabric and started the couch... 10 weeks after the day I bought it, is the day they began the couch???

By week 11 I called out of habit. I spoke to the manager of the store asking if they'd be willing to waive the delivery fee due to the delay. She agreed with the idea but apparently "does not have the authority to waive the fee" and that I'd need to talk to my salesperson. She in turn also told me she'd have to get it ok'd. Who is higher than a store manager???

Here we are week 12 and I finally got a call saying that my couch would be available for delivery soon. Not only was the delivery time incredibly inconvenient but they were none too helpful in helping figure out a time that would actually accommodate me. So it looks like I'll need to take Tuesday off from work just so I can get my couch. B/c the next available delivery time is the 25th, 16 days after the ONE DAY they gave me option to deliver.

Among all this B.S. I tried to climb to the top to get some sort of validated answers and even the "regional customer service manager" (whom I assume's only job is to be courteous to customers with issues) failed to return my call in two days. I'm guessing his machine is flooded with complaints as each Lazy Boy complaint forum I've seen is full.

Bottom line is I loathe LazyBoy. I will never EVER EVER purchase another single item from them regardless of how small. I will NEVER EVER EVER EVER suggest them to a friend, colleague, co-worker or enemy even. And as far as they are concerned, I will do everything in my power to deter people from using their services... Or lack there of. I hope this company feels the recession and has to file for bankruptcy. This company is terrible. And nobody seems to care- not even the brass.

Dawn of San Antonio, NY June 4, 2009

I ordered a reclinaway from the 410 W store. I went to pick it up at the Gallerie store above. The apholstery on the arms was poorly done. A large pucker on one and it looked larger than the other. I needed the chair that day. I am a senior citizen and it is a long drive to pick up and dependent of others to help me carry it into my home. I did not opt for delivery as I am also low income.

Bob was not very accomodating and made no offer other than to make me wait 2-3 weeks for a redo. I am having house guests in 10 days so had to choose a chair from the floor.

There were only to wall hunggers at the price I had paid. One was the right color but too large. The other was beige microfiber. Have to keep it covered with a sheet 24/7 as I have pets and would never order this color. As Bob was rewriting the sale, I noticed a 2mm diameter burn mark on the left arm. Bob said it would come off easily. His dock man could not remove it. I asked for a discount. After all it was a floor model and should have had an automatic discount even without the stain.

I ended up taking the chair out of desperation and frustration. I keep thinking I got gyped somehow. This chair has a permanent fabric defect in the shape of a hot ash burn and the feel of the same. At the end of the discussion with Bob he said to call him on Wed. and if the stain was still there, he would off a 5% discount. I felt I had not choice but to accept it but once home I began to realize I bought a damaged floor display and my discount should have been much more. I don't have time to reorder and

Ethel of Redwater, AB June 3, 2009

We purchased a sectional from Lazyboy and after it was installed we noticed the right side of the sectional piece did not recline without having to push down with your feet about half a dozen times. The left side works fine. Also the cushions in the middle section do not stay in place. Once you sit on it the cushions pop out and have to be pushed in manually. When I contacted the store they asked me if I ever heard of Velcro and all I had to do was sew some on the cushion and the base and would stay intact. They said the recline button would loosen after some use. It's been a year and I still have to dig me feet into the carpet and push to recline.

Kim of Bremerton, WA May 29, 2009

I am extreamly unhappy with the furniture I have purchased from La-z-Boy. We purchased a Sofa, Snuggle chair & a recliner. Within 2 months of receiving we had to have all bottom cusions replaced on all 3 pieces. When the service guy came to bring the new cusions he explained that they were not installed correctly in the first place and that is why the did what they did and we had to get them replaced. Recently the recliner started to do the same thing. I called service, they set up a service call and informed me that I only have a year warranty on my cusions because they are special ordered. We were never told that in the store. We were told a 5yr warranty. I expressed by disappointment with the agent I set up the service call with.

The furniture is wobbley, loud and very uncomfortable. The service guy that took our recliner says that that is just how they are but he would do some adjusting. I called again today May 29th because the snuggle shair doesn't even seem to be attached on one side. They said there is a lifetime warranty but I have to pay someone to come out there. this is bull crap. I called La-z-boy corporate to complain and they said they only have record of the one repair and can not help me out that I still need to pay the stupid service fee. i makes me sick to make that payment every month and I hope they go out of business.

No one else should have to deal with this crap. In total we will be paying over 3000 dollars and if the cushions/frames are going to give us this much headache in less than a year, we will be stuck with messed up cushions/frames in the future. So in a lifetime I am out the 3,000 plus about 2,000 that I will have to keep paying out for a tech because you know they will be back to work on the worst quality furniture I have ever owned. Its uncomfortable, wobbley, bad cushions and frankly I think I can get better quality for over 3000 dollars somewhere else.

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