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:

Paul of Newport Beach, CA November 6, 2009

Essentially, I purchased a La-Z-Boy leather sofa from the store. Performance leather, black. Just after the manufacturer's warranty expired I noticed some odd wear, but it was so minor I didn't worry about it. 2 Months or so later, it was worse, so I called the store I bought it from. They directed me to call StainSafe, since manufacturer's warranty was expired (1 year). I called, was denied, stating "abnormal wear and tear not covered". Called La-Z-Boy store again, was advised "nothing we can do, sorry." I was discouraged, and gave up, until some months later when it was apparent that the problem was worsening significantly. No luck with La-Z-Boy store. Personal problems (job loss, breakup of longterm relationship, depression) kept me for dealing with the issue for nearly another year, during which, of course, the problem worsened.

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.

Larry of Hueytown, AL November 3, 2009

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.

Kristie of Madison, AL October 28, 2009

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".

DEB of norwalk, CT October 23, 2009

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

Linda of Gilbert, AZ October 18, 2009

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.

Karrie of Seattle, WA October 17, 2009

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.

Patti of Winnipeg, MB October 15, 2009

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!

Lisa of Westmont, NJ October 10, 2009

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.

Arlene of Naperville, IL October 6, 2009

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.

Kay of Upper Marlbor, MD October 5, 2009

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.

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