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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:
Brittany of Greenbrier TN (10/08/08)
I purchased a sofa, love seat and chair from Lazy Boy in March of 08 ($5k). One of the arms on the sofa is loose and practically falling off (only six months later). I have contacted the store and they say I have to pay a $70 service fee for someone to even come out and look at the sofa. It is under warranty but it will cost me $70 to fix it. I contacted corporate and they will not help a bit. They say just to contact the store. The stores make their own rules and corporate has nothing to do with them--but it is a Lazy Boy branded product. When I bought this furniture they told me what a great warranty they have.....really isn't a warranty at all. I could pay someone else $70 to tighten the arm up on the sofa.
Carla of Piscataway NJ (10/06/08)
I ordered sleeper sofa on 7/5 with custom fabric; two weeks later they called me to tell me the fabric was discontinued and to come in and choose another fabric. I went to the store on 7/23 to choose another fabric. Oct 3rd I called to see when I could expect my sofa; no one could give me an answer.
I went to the store on October 5th; the sales rep told me he would have an answer for me tomorrow Oct 6th. It's now Oct 6th and he called to tell me that the new fabric I chose was also discontined. DO NOT SHOP THERE especially with some of the stores going out of business.
Steve of Ventnor NJ (10/05/08)
My wife and I purchased a LazyBoy Sofa and Loveseat several months ago, around July / August, 2008. When the furniture was being delivered we noticed that one of the three cushions on the sofa was about 1 1/2 shorter than the other two. Also, the back on one end was very loose. We were going to refuse it, but the delivery man told use to keep it and it would be replaced. He also documented the issues.
I called Lazyboy Customer service the following day and they told me that they could NOT replace the sofa and I should have refused it, but they would send a repairman out to fix it. Three differnt times a repair guy came out and each time he made it worse then the time before. I called and compalined over and over and now they requested that I take photos and email them. I followed their instructions and never heard back. Again, I called and they agreed there was a problem and would get back to me.
I had to keep calling and after several months I a supervisor called and offered to send us a credit of $195.00. I asked for a replacent, but she (joe) said she could only offer the money, not a replacement. I told her ok and she said we would recieve a check withing 10 days.
After several weeks I called back and was told JOE was out sick and there was nothing in the notes offering us the $195.00. They did say that they would offer me $100.00. I told them that they lied to me and all I really wanted was a replacent sofa. Finally, they agreed and it was delivered today. The same cushion on the new sofa is also 1 1/2 shorter than the other two cushions. The delivery guy said he sees this all the time and people complain about it, but LazyBoy never resolves the problem. He also said that on the delivery prior to our delivery, they had the same problem.
Why would LazyBoy ignore an ongoing production problem? We paid over $1800. for this set and the floor sample was not like this. I feel LazyBoy should take this furniture back and give us our money back or at the very least, let us pick out another set. This is a prime example of why big companies in the USA are going out of business. Poor quality, poor service and they lie to customers.
Robert of Arlington Hts IL (09/30/08)
After waiting over 6 months for 2 leather recliners (we were told that the manufacturing plant in China was having difficulty with the leather), our chairs arrived. The sewn panels on the chairs looked like they were pieced together with scraps. Now these chairs retail over $1500 each.
When I complained to Customer Care, they had photos taken and when they recieved them, the representative told me that she thought the chairs looked absolutely awful and that so did her supervisor. However, the company would not rectify the problem and I was told that the leather depends on what part of the cowhide it comes from.
2 expensive chairs that look like they came from an outlet.
Edith of Virginia Beach VA (09/26/08)
I bought a leather Recliner on 8/28/08. I wrote a check and they used the system where they take out the money then and there from my bank acct. Lynn (sales clerk) was very nice and helpful. She told us it would be delivered on the Sept.3rd,08. And that we could come pick it up on that following Wednesday in the evening. So We got there with our truck and brought it home. We were so dissappointed! It was rusty and all scratched up. Even on the leather area and very uncomfortable. You figure for a chair to cost $1499.99 It wouldn't look like this!
We called within a few minutes of being home and told Marie the other sales Rep. She was very nice and told me to bring it back tomorrow! So I did and that was the Thursday the 4th of Sept, 08. the manager , Chris, told me The money would be to me in 10 days. Keep in mind they already had my money from automatic withdrawl. So I waited and waited and keep getting the run around and no check in the mail ! No one seems to help us find it! We have talked to several employers there, Lynn, who sold us the chair. said she is ashamed of the situation and says I should get the money in Oct.
I am very dissappointed in this company who for years we have had there furniture (recliners) and always had good service and now this! They have no right to keep our money and they no it! And then to sell an old chair to us that was used for the reg. price after they said it was going to be new! We will never buy from them again or recommend them to anyone. We are good honest people who deserve our money back.
I was very patient and waited the 10 days the manager Chris told me the first day. He lied to us! 10 days would have been from Sept.4,08 returned chair and (Chris the manager ) told me to Sept.18 ,08 we have to wait 10 working days we would have our check in our hands! Today is Sept. 26,08 and I called again and they said now Oct 3 ,08!
Brenda of Edgewood MD (09/19/08)
love seat falling apart. for over a year we have tried getting someone to come fix it. said they would order part. it never happened. kept calling getting different stories. terrible service lies and junk furniture. we will never buy lazy boy furniture again
can not use the love seat
Linda of Lawrenceville GA (09/12/08)
When I receive my couch and loveseat on Sept.5, 2008 furn. does not look new, has bad smell to it I believe it is use or from sitting in warehouse forever, but told me its new which i will never believe that. The sofa bed mattress has already broke down. When i call the store & Corporate same run around a big nothing. Today Jerry called said he's operation manager, will replace mattress which will be the same as on it now. Someon needs to put a stop to this STORE. I am going to contact everyone i know to get the ball rolling on this place....Do not buy from this comnpany....
Couch & Loveseat stinks like old material. mattress would fit a camel just great..UGH
Joseph of Clifton NJ (09/10/08)
I took them to small claims court, won, and my furniture is still garbage! My wife and I went to La-Z-Boy because we thought they sold quality furniture boy were we wrong. We selected a reclining love seat and sofa and a fabric pattern we liked from a book (9/2003). It was special ordered and we received it there were many problems with the: fit of the fabric; cushioned not stuffed evenly; cushions tilted down in the corner; etc. They sent a 3rd party company to examine it (twice) when we complained and he told us there was nothing wrong with the furniture (an idiot could see it wasn't made right). After several trips from the 3rrd party person and going back and forth every several months with the manager, she said there was nothing they could do.
I toook them to small claims court. I paid $2,600.00 for the 2 pieces which included a stain resistant treatment. La-Z-Boy did not show up for the court date even though they were served. I took pictures, had an expert witness and I won the case. After a week the nmanager from the store called me and asked me what I wanted, I said another set made right. Upon delivery of the 2nd set, it had some of the same problems but by then we just decided to keep it...what a mistake. By the time this all played out it was 2004 and now in 2008 the fabric has worn on both pieces like it was 20 years old. It's frayed and the plastic around the stuffed cushions is disintegrating.
We've had cheaper furniture that lasted 10-15 years and this so called high quality La-Z-Boy furniture lasted 4-5 years. We're so embarassed about the premature wear we have to cover it with blankets. THEY'RE QUALITY IS TERRIBLE AND THE STORE MANAGER [DIDN'T] MAKE IT RIGHT UNLESS YOU TAKE THEM TO COURT.
The economic damage is in buying a so called quality set and having it only last 4-5 years, it's going to the curb soon. The physical damage is more mental for being so stupid. When I won in small claims court I should have asked for my money back, esecially after the run-around I received when the first set had so many obvious defects.
Della of Matthews NC (08/27/08)
The sectional I bought started coming unsewn after two years. When you look closely at the stitching, it was only single stitched. Why they would think that cushions sewn to the back, would not need more reenforcement is beyond me.
Economically, I didnot get in value, what I paid for, and the furniture depreciated more than it should have, for its age.
John of North Hills CA (08/26/08)
I am writing this because of my awful experiece with LaZ-Boy. M wife and I purchased a custom recliner chair in 2001. It never fully reclined and held it's position, in spite of making adjustments to the tension dial. Within one year and minimal usage, long black screws fell out from underneath. Eventually the chair became inoperable.
We paid over $1000.00. We chose not to attempt exercising the warranty, but instaed vowed to never purchase another LaZBoy product for our lifetime. When we sold our home in 2006, the chair was tossed into the garbage. This kind of poor quality is shameful for America and will eventually sink the once good name of LaZBoy.
Brenda of Algonquin IL (08/26/08)
I ordered a custom recliner that cost me $900. The salesperson was pleasant and helped me pick out the fabric. When I got the chair I was pleased but within 3 monts of use, it looked like I had the chair for 5 years. I contacted customer care (they need to change that name - THEY DON'T CARE!) and explained. They sent some contractor out and he said that it was normal wear. I told him that was unacceptable. What is the chair going to look like in 2 years? He said he could steam it to try to bring up the material. I asked him if he was going to come out every month to steam the chair?
I said I wanted new upholstery. He told me that he didn't work for them and that from his experience I was out of luck. He took pictures and submitted them and said they would call me in 2 weeks. I don't now how many weeks and phone calls later (phone calls that were not returned) I finally got a call saying they submitted the pictures to the manufacturer. In the meantime, the chair is looking worse and worse. Finally heard 2 months later and they told me that the material is fine that is just how it wears. So I asked to speak to a supervisor and also asked why theirs sales personnel are not trained in the fabrics?
If that type of wear is typical, I should have been told because I would have NEVER selected it. The supervisor was just sorry there is nothing we can do. So I said I would be telling everyone I know about this and to stay away from La Z Boy and she said OK. I will never shop there again.
Erin of South Plainfield NJ (08/23/08)
The custom fabric on my sofa is horrible quality. The piping on the corner of one cushion shows already and it is white plastic! Another cushion is wearing in the middle and, at this depreciation rate, should develop into a hole imminently. (Actually, ther are now several small holes and rips including the ones on the top portion of the couch.) We paid $1000.00 extra to select our own pattern and basically threw our money away on a very inferior product. My husband has repeatedly lamented at least if we bought the floor model, we wouldn't have been ripped off as badly as we were. I feel guilty that I chose to invest extra money into furniture that is so utterly worthless! I thought La-z-boy was a name we could trust but we couldve spent 1/3 at Value City and our furniture probably wouldve held up better. We have sofas in our basement that are more than twice as old and the fabric is still in perfect shape. (Unfortunately for us, they are too large for our current living room and we made a very bad decision by purchasing sofas from Woodbridge La-Z-Boy.) I have purchased La-z-boy recliners in the past and have never experienced a single problem. Growing up, my family always purchased La-Z-boy recliners. I guess my prior positive experiences gave me false confidence in the La-z-boy name and value, but I am astounded by the deplorable products in my living room! I feel totally defrauded by La-z-boy. After sending repeated e-mails, I only received form letters as a response. I think that if a customer spends over three thousand dollars, a company should show some interest in her satisfaction. Then they actually has the nerve to add me to their e-mail list informing me of the big impending Labor Day sale. As if I would be that brainless!
We spent three grand + on furniture that has white exposed piping and rips in the fabric! (and this was on the upgraded version!)
Ellen of Alexandria VA (08/09/08)
I ordered a custom sectional sofa in May and when it was delivered in June the couch was slanted/sloped, the chaise and the couch were different shades and the couch had a slight tear on the back. Lazyboy sent a technician/investigator on July 11th, took the information and pictures, but I haven't heard anything since then.
I called on July 28 and the person I talked to said the system was down and she would call me back with a status. I haven't heard back from anyone yet. Although I read the negative reviews about Lazyboy online, I hoped to resolve this issue without resorting to contacting the Better Business Bureau and Consumer Protection Advocacy Agencies.
I have a $2800 couch that is virtually unusable and no resolution in sight. I went by the store yesterday and the clerk left a message for the store manager to call me today.
Steve of Vernon OTHER (08/05/08)
we purchased two chairs from lazyboy furniture (Kelowna, b.c) we got them home and within two weeks of using one of the chairs(two different kinds) we began to see that on each arm , the frame of the chair was starting to push through the padding and would very soon rip the fabric. we called the kelowna store, they told us to bring it back and they would repad the arms. two weeks later we had the chair back and once again in less than a week the same thing was happening.
We phoned lazy boy again and they said they would order new arms for the chair. a month passed before they called again and said the arms were in. in the mean time just by placing our bodies in the chair we were hurt(Skinned arm, bruised arms etc) we took chair in for arm replacements. two weeks later they said it was ready. i went in and looked at it and said it was not fixed and that i was leaving it there and that i wanted something done about it. i even showed several people there (Warranty department-heather) she said that we should write a letter to headquarters. so we did.
a week after writting the letter we got a reply back that the frame was up to their standards and that we didn't know how to sit in a chair. so as it stands we will have to take the chair to an upholstey place to have it fixed. they said in their letter that they would not incur any costs to get it fixed and the matter was now closed. this was not a cheap chair and we are very dissapointed in lazyboy. we were willing to put out money for a good quality chair and now it seems we were just scammed.
we are either going to toss the chair which we payed $1300.00 for or have an upholstey shop fix, which could cost up to $300.00 to fix the new chair. as for physical damage. Bruises to our arms, skinned elbows and frustration at no one's want or desire to help, but to pass it on to someone else that will not be held accountable.
Thelma of Hayes VA (07/17/08)
I bought a couch from your store,it was delivered on Dec 14,2007. I immedialy put a couch cover on it because I was to have company at Christmasthat included little kids. I left in January & return in March I removed the cover to clean house & vacumme I discovered the discloration on the back cushions. I had everyone look at the couch & it is looks like a flaw in the material. It also has the same discloration on one of the arm covers.
I calleed your stoe were i purchased the couch & 2 end tables. I started calling in March, and continued thru April, May,June, and into July. Lazboy sent a man out to take picute & he felt it must be a flaw in the material also. I have talk to Teresa, Design consulant, were I bought the couch. I talk to Pam, Service Deptqsx, Marcie & Greta at the Service dept . I talk to Pam in May they want to wait for a response from the manufacture about the cover.
I have heard nothing yet. I called and talk to Teresa, I have talk to more people who I did not get the name. I was told that Babara the storee manager would call me this was the first of July she never called me. I have called every month since the discovery of the flaw and have had nothing done to help. I do not want this couch I have ask for Lazboy to take the couch and let me have another one or give my money back. I do not feel that I have been treated fairly, I have been totaly annoyed but I wasn't when they took a $1000.00 for the damaged couch.
I am on retirement I am a greatgrandmother, I have been showed no respect. If I had know that I would have been treated this way I would have never bought anything from your company. I was going to purchase 2 chair to go with the couch I am so glad I didn't. I am going to call channel 10, I do not think people who work hard for their money should be treated like this. Your store could send this couch back and let the company who made it worry about fixing it, but no I have to wait and not be able to have company in unless the couch is covered because I am ashamed of it. My family and friend said it looks terrible and I should not take this treatment. I am asking again come get the couch let me see if I can find another one in your store or give me back my money.
Karen of Aston PA (07/13/08)
When we received our furniture the sofa had two stains on it so I refused delivery of that piece and sent it back to be repaired. Several weeks later they said they removed the stain and again attempted deliver but in removing the stain the fabric was damaged so I again refused delivery. I contacted the store manager where we bought it to be told that the warehouse manager was handling it and could not see what I was complaining about.
I waited several weeks at that time I was given a name and # of the so called warehouse manager only to be told by her that she had never seen my sofa yet. After speaking with her she called me back and said yes in fact she saw the stain and we reached an agreement to replace the fabric on the arm instead of the whole sofa. Now I got a call last week that it had been done (at this point over 4 months have passed).
When the sofa was delivered two days ago I inspected it to find that the arm had been replaced satisfactorily but that there was now a new stain on the opposite arm and one of the cushions had damage done to it that looked like it would be a rip in the near future. we told them yet again to take it back we are now waiting for people to get back to us but are at their mercy, not only was the sofa damaged but it was filthy and appeared that while it's sitting in this warehouse that people must be sitting on it during their lunch break. No one seems to care that we have paid for this and are getting no satisfaction.
Todd of Hapeville GA (07/09/08)
On July 7th 2008, my wife and I purchased a recliner from Laz-Boy Gallery in Morrow Ga. from sales person Patrica Stork. The total purchase price was over $700.00. We were told it would be $70.00 and 16 days to deliver the recliner or they would have it delivered to the store and we could pick it up there in 2 days. We agreed to the pick up. Patricia Stork went into great detail on how it would be treated with the fabric guard and shipped right out from the warehouse in 2 pieces to their store. On July 9th I took the day off work and arrived as told at the Laz-Boy Gallery store in Morrow Ga.
We were met at the door by Patricia Stork who advised us to go to the back clerk and process our pick up. On the way through the store, my wife and I were surprised to to see the chair we had used a model for our purchase gone from the showroom floor. After processing our order we drove to the loading dock. A worker began to shove a recliner towards our truck. This recliner was dirty, the runners were scarred and in no way just came off the truck from the warehouse as did the other boxed furniture sitting on the dock. To our amazement it was the exact floor model we saw 2 days ealier.
I told the dock worker that was not my NEW chair from the warehouse. He agreed that it had not come off the truck but off the show room floor. He summoned Patrica Stork who insisted it was new and was just off the truck. I asked her to please provide the truck invoice to show me that it had just arrived, and she refused. I asked her to at least show me the box it had just came out of and she refused. I asked her to show me where she had even ordered it, again of course she refused. I told her I knew she was lying and wanted the NEW chair I had paid for. She became angry and stormed off. I went to the clerk who processed my order and asked for a refund and the corporate number.
While they decided on my refund I called Laz-Boy corporate from the store. I was advised a new chair would take 5 weeks as there were none in stock and non had been ordered and yes I could recieve a refund. Patrica Stork still refused to admit it was a dirty beat up floor model she tried to pawn off on us. We left the store and returned moments later to ask her when her manager would be in, again she refused to even speak and ran to the back of the store yelling GOOD DAY SIR!
I lost a days pay, and now who knows how long to recieve the refund on my card. We are just so dissapointed that someone would/could try to what is really steal from us and then lie to our face even when faced with over whelming evidence of that lie from her own company. I will never even consider Laz-Boy for ANY future purchases nor ever recommend them.
Lost days pay, 2 40 mile round trips, unknown time awaiting credit to my credit card from Laz-Boy.
Doris of Bonita Springsf FL (06/29/08)
On April 3rd I had a sofa and love seat custom covered and purchased from the La-Z-Boy Store in North Naples. It has only two cushions both pleated on the inside edges, and now theyre both puckering and making points in the center of both top and bottom where they meet. I called customer care who did come out, and I happened to mention that I sometimes sit in the middle of the sofa. Evidently that is verboten, allowed only is sitting on one of the two cushions, even if you have company and three persons have to sit on it. So now thats all they can think of in order to avoid rectifying the problem. I have since paid close attention where I really sit, and I find its only TOWARDS the middle, the cushion slopes so much I was thinking I was more centered.
I stand corrected I have sent the pictures to both customer care and the website contact, sadly they look at them can only say I should not sit in the middle. I have sent letters both to the CEO and the store managers, no reaction. I took the cushions to an unholsterer for a paid opinion, who commented in writing that there is a manufacturing defect in those pleats. I paid $2,300 for the sofa and the love seat, and I am disgusted with La-Z-Boys customer care.
I'm just disgusted with their attitude.
Nick of Bethlehem NH (06/25/08)
We ordered a reclining sofa and three recliners from La-Z-Boy for our camp, and all 4 pieces were delivered on May 31, 2008. One recliner was received with a leg that was NOT fully finished (only 1/2 stained.) Pretty shocked and disappointed that La-Z-Boy would ship something like this out...especially for something they charge over $600 for.
Still trying to get it fixed, but the furniture is across a lake without road access, so I am now trying to get stain myself from La-Z-Boy so I can fix my new furniture. Check your new furniture carefully, or use a manufacturer with better quality control.
Russel of Vallejo CA (06/21/08)
Bought custom made sofa and reclining chair.Sale people excellent but the delivered products are very poor quality. Fabric has flaws /defective, stained, sewn ugly, very very poor craftmanship. Customer service typically send 2 persons (one speaking broken English and non- English speaking) with camera totake pictures and your complaints assuring that all your complaints will be taken cared of,
The LaZBoy sofa and recliner are sores in our living room. We cancelled our gatherings waiting action from Customer Service. The customer service never called after the picture taking. I wasted cash money but I had them removed from our living room. Don't pay cash or special/customized order from LaZBoy Furniture Galleries
Paula of Norfolk VA (06/20/08)
Memorial Weekend 2007 we went to our local LA-Z-Boy store in Virginia Beach, VA and custom ordered two swivel/rocker/recliners for our motor home which we live in full time. They arrived on the 29th of June. Within 6 months they started showing extreme and unusual wear.
When we came back to the Norfolk area we went to the store and they said they would send a customer service person out to look at them. After several days I e-mailed the headquarters and they referred my e-mail to the Service Dept. After a couple more e-mails finally a young man came out and took numerous pictures and said he could not believe the way the fabric was wearing.
We stressed to everyone that we would be leaving the area on the 23rd of June and would like to have this situation resolved. After more e-mails and a call to our local store they called today and said they were not going to do anything for us. There is no way we have done anything to cause this unusual wear. We are two 60+ people and there are no children or animals to tear things up.
We have taken the chairs out of our motor home and purchased something else for now but would love to see some kind of adjustment for these two chairs which we paid over $2000 for.
Marianne of Vabch VA (06/17/08)
We purchased a rocker/recliner that we wanted a swivel attachment added. It was delivered as promised within 10 days however adding the swivel to the rocker threw the chair off balance. We later learned that this will happen when a swivel is added to a rocker model. We were not told this by our salesperson who we did not deal with for the rest of the dispute. We immediately contacted the store and Marie arranged for a service person to come out but she also told us that they would replace the chair. After the service man came out and told us that adding the swivel to the rocker caused it to be off balance, the store replaced the chair with the same model but not a rocker. The new chair was delivered this morning, June 17, and the other chair taken back.
We were very pleased with the efforts of this store and Marie in particular to satisfy us. We had read all the complaints on this site prior to buying the recliners and advised the sales person we originally dealt with that we were aware of the problems the brand had been having. We also did not order special order fabric.
Liz of Bloomington IL (06/05/08)
We ordered a soga that cost $1064.23 with custom fabric. The sofa was ordered on March 29. Our sales person (Carol Williams) told us the sofa would be in within 6-8 weeks, probably closer to 6 weeks. After waiting 10 weeks, I have made 6 phone calls to the store and each person has passed the buck, telling me they don't know where the furniture is, they will have someone call me (no one has), they will check. . . So far, no sofa.
We sold our old couch and now have had nothing to sit on for 3 weeks. Plus, we have a deposit to Lazy Boy Furniture Gallery-they have our money and we have no couch.
Scott of Fort Washington PA (06/04/08)
I had purchased a living room set for my new home on 05/01/2008 from their Montgomeryville, PA. store. I was told it would be approximately 8-10 weeks for delivery, since it was a custom fabric on the seating, which was fine since I didn't make settlement until 05/30/2008 I has spent almost $2800 for what I though was a love seat, sofa, end table & coffee table. I had emailed them 3 times as to when/what the order status was and never heard back. I finally called the store tonight to find out what was going on with my order, I was told oh it just came in today and they were just about to call me -
I come to find out that they never added the sofa to the order and it would be another $1800 dollars and 8-10 weeks for delivery I had told(not such a nice manner) that they had screwed up my order and want a refund since I never received the items. The salesman i had purchased the items from told me that I am not entitled to any refund since it was on a special order -
I read him directly from the back of their receipt - SPECIAL ORDER - MERCHANDISE MAY BE CANCELLED WITHIN 3 DAYS OF PLACING THE ORDER WITH A FULL REFUND OF DEPOSIT. AFTER 3 DAYS OF PLACING ORDER, SPECIAL ORDER MERCHANDISE MAY BE CANCELLED, EXCHANGED OR RETURNED AND WILL BE CREDITED AT 70% OF THE MERCHANDISE PURCHASE PRICE. IN VIEW OF SPECIAL ORDER MERCHANDISING HAVING BEEN CUSTOM DESIGNED TO SATISFY A CUSTOMERS INDIVIDUAL TASTE , WE WILL ACCEPT IT BACK, HOWEVER IT IS SUBJECT TO A 30% RE-STOCKING FEE -
I had asked for the manager during the first conversation and was told he will be in in an hour and he will contact me. An hour and a half later i called and was told we was tied up and had to leave. I then called back and asked for the # for either customer service, store manager or district manager. He informed me that they do not have those numbers in the store. After several moments of silence he finally gave me the number for customer service and of course by this time they were closed I guess i am out $2800 for merchandise I never received - I WILL NEVER RECOMMEND THEM TO FRIENDS, FAMILY OR EVEN MY ENEMIES!
Marion of Cape May Court House NJ (05/13/08)
I purchased a small table at which time there was a No Delivery Charge promotion in effect. When the table was delivered it did not fit the location I had planned for it. I called the store to return the table (within the 3 day return policy time line) and was told by the sales person (Mary) that the manager said I could return the table but I would have to pay the delivery charge. I requested to speak to the manager but was told that he was busy so they took my number and said he would return my call.
I made 3 attempts to speak with the manager and he never returned my calls - not even to schedule the pick up of the table for return. I was given the La-Z-Boy customer relations number by Mary which I proceeded to call. After discussions with a girl named Becky she called and said that someone from the store would be calling me to schedule a pick-up date for the table. I did not ask her but I assumed that she had settled the delivery charge issue and I would not be charged this fee.
The table was picked up and almost two weeks later I finally heard from the manager but only to request my credit card information so he could do the credit for the table which should have been $427.97. He informed me that he was not refunding this amount as he was going to deduct the delivery fee and only credit me the balance. Needless to say I was very angry and his reply was, I don't care who you call, you are not getting the full price refunded.
I was later informed that each store is independently owned and problems are between the consumer and the independent retail dealer. According to my terms and conditions of sale, I had three days to return the item at full purchase price. Yes, it also said that delivery charges are not refundable once the service has been performed however, I would like to know how do you non-refund something that I never paid? The store manager was now charging me the delivery fee AFTER THE FACT. I have a bill of sale that says Free Delivery. I'm not sure if there is anything I can do about this but I am so angry. Someone suggested I turn to you, consumer affairs. Any suggestions? Thank you!
Janet of Sacramento CA (05/10/08)
I purchased a leather chair and ottoman, a sectional style couch and two ottomans to match the couch. The total cost was approximately $6000.
When the couch was delivered I sat on it and told the salesperson who accompanied the delivery, this seat sinks too low. Also, the leather on the ottoman is puckered, not sewn properly. She told me to call the store if there was any problem. I called, and heard nothing. I kept putting off calling again due to my busy schedule. I don't get home from my office most days until between 8pm and 10pm.
I called the warrant people today, and found out that just to come and see if there is a problem, the charge would be $70. The furniture is still under warranty. It is just that to excersize the warranty, I have to pay them a fee. If the furniture needs to be repaired, then I have to pay additional transport fees, as well. I was told I signed a contract agreeing to these terms. I looked at my contract and I did not sign for this. I was told that I did sign their copy, but the signature doesn't come through on my carbon copy, so I can't see it. They, supposedly, are sending me a copy of the documents they say I signed.
I will never shop at Lazy Boy again. After my experience, and reading some of the complaints logged here, I believe that Lazy Boy is deceptive in the ways they explain their warranty policies to customers. Beware when shopping at Lazy Boy.
So far I am not sure of the cost/s that will be incurred. I suspect that I will just be stuck with defective furniture.
Kimberly of South Euclid OH (05/07/08)
Bought couch and loveseat in January '07. Purchased extended warranties for both products. Before warranty was up, notified La-Z-Boy of fabric defect/deterrioration on couch cushion. They send 3 technicians out to look at couch/take pictures. They all agreed that there was a problem. Service department of La-Z-Boy said there was no fabric left in the entire United States to repair cushion. Had weeks of discussions back and forth, they will not resolve problem. Took day off work to bring said cushion to dealer/showroom. Manager and sales person agreed fabric was damaged.
Received letter from company stating that we did something to couch to cause problem. Technician took couch cushion to headquarters to look at with managers, still have not received solution to problem and have been without couch cushion for 2 weeks. Still have not received resolution to matter, not has company honored warranty. This has been going on for 5 months. The company refuses to correct problem.
Loss of couch value as I purchased it and lost extended warranty value. Stress, loss of work day. Many hours on telephone.
Jack of Littleton CO (04/30/08)
We bought a fabric sofa ($2500) and a leather recliner ($700) in January of 2005. We also paid $80 for leather protection for the recliner. The leather on the recliner has faded where the head lies, on the left arm, and where the legs touch the seat. It did this after about 1 year.
We contacted the store just now and Ms. Edwards no longer works there. Marguerita (sp) from service told us that leather will do that. She said there was a $70 charge just to come and look at the chair, or we could bring it in. They would then tell us how much to recolor the chair. We told her that we had purchased a much less expensive chair (Lane) many years ago, The chair was about 7 years old and never faded in one spot.
We feel that the $80 for the protection was a ripoff. We also feel that at $700 for the chair, the leather should not have faded. We have had no problem with the fabric couch.
Charles of Dallas GA (04/25/08)
We purchased a wing back chair from this store in September 2007 paying $423.97 for it. We picked it up but it was not in a box but I took it anyway because it looked okay. In February of 2008, we noticed that the fabric was wearing on both arms and there is something wrong with the bottom of the seat. It is all crumpled up. They sent out a technician who took pictures of it and returned to their office for consideration as to what could be done. We received a call from Mr. Rich about two weeks later and this was his comment. The fabric wear is not covered by the warranty. We contacted him about a month later and he was very rude and only advised us to contact their corporate offices. We did this but got no action. In April of 2008, they told us that they would not and could not overrule their service people on the warranty problems. We got ripped off in the amount of over $400.00 fora chair that will not last more than a year.
Consequences are the problems related to the wear and their obvious refusal to correct the situation. We are not happy with it. It is over priced and lacking in quality. We want our money back so we can purchase a good one for much less money.
Gary of Buckley WA (04/22/08)
Around the first of the year, we purchased a new set of top of the line leather sofas. They were delivered around the first of April. Immediately, my Fiance had a noticeable allergic reaction from the couches. She developed a rash and respiratory problems. We contacted the salesperson and the store. They said there was nothing they could do and it was our problem. We removed teh couches from the house. We contacted customer service and again were told it was our problem and tere was nothing they were willing to do about it. I believe there are toxic materials in the furniture.
So far we are our the $4,000 that we spent for the couches and cannot have them in our house. As long as we don't have them in the house, the allergy symptoms disappear.
Augusta of Kingston, NY (04/22/08)
I bought a wing back recliner in 2007, less than 1 year ago. They then closed the store here in Kingston.
The wing of my chair has broken, and when I called another store, she was very rude and said that she hs nothing to do with the Kingston Store. When I reminded her that LA-Z-Boy is the same anywhere you go, she said, Sarcastically, I'll have Dennis call you. Denis never called and it has been 2 weeks..
I now have a broken LA-Z-Boy chair, which I had paid $300 for; less than a year ago.
Rolland of East Moline IL (04/21/08)
purchased 2 rocker recliners--foot rest on both chairs--1 was cocked on an angle and the material is puckered the other one the material is crooked-- the sent a repair person---still looked terrible when he got done-- told him to tell the store i was still not satisfied-----
today i call the store--to get the corporate office phone # --brandi told me the repair person said everything was fixed and 1 chair needed a longer handle-----but i said no such thing ---still waiting to hear from corporate?
this is not what i consider a new set of chairs-- they are just like---seconds--if this is not resolved i will never buy from lazy boy again----aand will tell all my freinds--and foes!
spent--aroud 13 hundred dollars for second---graded quailty----
Leo of Pawtucket RI (04/03/08)
First it came in late and the colors were different. Second, these 2 recliners are the noisiest I have ever owned. The cheap ones I owned were so much quieter and Lazy Boys are expensive.
I would not recommend Lazy Boy to anyone.
Sharon of Mishawaka IN (03/20/08)
In Oct. 2007 I purchased a recliner. In Dec. I noticed the material wearing on cushion and footrest. They wanted me to bring it in. Upon complaining, the manager agreed to send the service tech out. He quickly assured me that was not normal wear and would order the bottom portion of chair. In Jan. the tech arrived with the replacement. The end of Feb. I saw the same problem with the footrest. The manager told my husband and myself the third time is the charm. He agreed to order another bottom but after that (quote) you're on your own. For whatever it's worth, he hasn't heard the last from me. I will NEVER buy there again and will tell everyone of my experience. We have no children in our home, the dog doesn't get in the chair and my husband sits in the chair 3-4 hours daily.
Vincent of Alexandria VA (03/16/08)
We purchased a sofa and recliner chair on 1/27/06. They were leather, and as recommended from the sales associate, Mr. Johnny LaRoche, we purchased insurance for it. The insurance will cover any problems with the leather for a year. This were expensive pieces of furniture totaling $2400. We were reluctant to buy it since we were afraid of the wear of the mechanism. But we were assured over and over by Mr.LaRoche that this mechanism was warrantied for life. Furthermore, we mentioned that we might move, and Mr. LaRoche checked if they have service departments in those locations. We were sold! To our disappointment, the mechanism started to get difficult to open the sofa. Not two months passed when the mechanism broke. By the time they came to fix it ,the recliner chair was making noises. Also, the leather in the recliner chair looks already worn out and is fading. I mentioned these to the repair man. He took pictures and noted my complaints. It took some convincing, but the repair men agreed to put an order for the top part of the recliner. They approved it.
Several weeks (or maybe month) later, they delivered the top part of the recliner and tinted the faded lower part with fabric markers--instead of giving me a new chair like I ask for repeatedly. Now I suspect they were stalling so the warranty expired. I keep telling them it would be cheaper than keep repairing it. Wouldn't you know, they have to come again and again? After they replaced the mechanism of the sofa, they were hard to open. The repair men reassured me that once we started using it, they will loosen up--that there were tight because they were new. The bottom mechanism was so tight that we have to push back hard to open the recliner. The back drywall were the sofa is, has the marks to prove it. Now not only the bottom mechanism is broken but the top part, too. I called once more; they took the sofa's and chair's broken mechanisms again.
heir service department is so hard to reach. Finally, I told a service representative, Ms Holly Middletop (not sure if I got her last name correct) that I would pay for the pick-up if necessary. I told her to please take the furniture and keep it for as long as it took to get it fixed properly; I was tired of the game. She said she would call me back. I haven't heard from her since then, and this was the first week in January. My husband called two weeks a go and explained the situation once more. He mentioned how frustated we were and informed them we put a complaint with the BBB. A customer service associate called a week later requesting all kinds of numbers from the sofa and chair. She will call back. Another lady called. She tells us we have to pay for the repairs since the merchandice is two years old. She suggested we take pictures and submit them to the customer service deparment and see what they can do for us. This is outrageous!
They lure you to buy their furniture, telling you that they are better than their competitor because they have a lifetime guarantee! That is false advertisement at best.Then they sell you insurance on the leather that supposedly covers you even if you cut it--and then nothing. This is not right. They also have the nerve to suggest that we been too rough on the furniture. We are three people living in this house. My husband, our 15-year-old son and me. He has a big game room in the basement, and he hardly comes upstairs to the room that has this furniture. My husband goes to work at 6:30 am and does not come home until 6 or 7 pm. How is this furniture is so faulty? We truly believe this furniture was defective. If this was a car instead of furniture, the lemon law would apply.
We bought furniture for $2,500, and it is garbage.
Florence of Molalla OR (03/15/08)
We ordered a Hampden Swivel Chair for $638.89 from Lazboy. We received a defective, unacceptable, poor quality chair. It has been returned to Lazboy twice but the problems persist. The first they said there was nothing wrong with it. The upholstered arms of the chair are not the same height and from the back to the front they do not slope evenly. This gives the chair a lopsided appearance. The upholstered back, because the arms are at different heights, is also not symmetrical. The curves are different from the top of the chair, down the sides, to where the back meets the arms of the chair. Again, this gives the chair a lopsided appearance. The customer service department does not seem interested in replacing or repairing this chair. We want a first quality, properly constructed chair.
We have a $638.99 defective chair. I will have to buy another chair that is suitable for my living room if this one can not be replaced or fixed.
Linda of Fullerton CA (02/27/08)
I bought a couch 1/25 05 - delivered 3/29/05. It was a couch with 2 recliners and regular seat in middle. In August 2005 I was sitting on couch left side when the seat collapsed and was slightly tilted to the left, the seat back tilted forward from the rest of the couch's back. I called for service, on 8/21/05 and was told by the service person it was collapsed foam. I fought for 2 1/2 years. I even forced the service center to take the couch for 6 weeks to fix it and all they did was overstuff the seat. The regional service center(RSC) finally said the service guy knew from the first appointment what structurally was wrong. RSC tried to repair it - replacing both recliner seats because the right recliner seat was starting to do what the left was doing. Too late, the frame was tweaked.
They gave me a replacement couch on 01/05/08. I signed for it and then sat in it. Both recliner seats sink in 3-4 but the center seat is firm and comfortable. Now the left seat is tilted sightly to the left and tilting forward like the first couch did. At least it hasn't collapsed ...yet. The right side seatback is separating from the center seatback, it feels like it is not secure in the frame and the inside top of the seatback is tilted up and leans to the right- higher than the middle seatback. They have arranged for service on 3/08 to inspect the couch. I do not trust them since they lied for 2 1/2 years about the first couch. I just want to return the couch and receive my money back. The couch cost about $1454.00. I have retained an attorney - I have prepaid legal and he is sending a demand letter to Denise. She says that won't work - they will only give me a 3rd couch, not my money back. I have pictures of the 1st couch and now more pictures of the replacement couch. Denise has pictures of the replacement couch just like I did with the first couch.
The sad thing is I don't even sit in the couch that much. I would but with how uncomfortable the 1st couch became I got used to not sitting in it unless I watched tv - which is 3-4 nights for about 3 hrs. I usually would spend more time in it for I like to read the daily newspaper but I've gotten so used to not having a couch I don't sit in it unless I watch tv. The replacement couch is not real uncomfortable yet. I fold 2 x's a small lap afghan and place it on the seat to make it more comfortable. The center seat is wonderful but has no recliner. This couch is their most popular model - they sell thousand and thousands of it all over the country. But I get 2 in a row that are defective. I have been trying to find an Inspector of couches to hire and be here when they come to inspect the couch but cannot find one. I don't trust them
I have needed to have chiropractic adjustments due to the first couch. All of this has caused me stress and tears that I don't need. I'm disabled with multiple heart valve disease. The last thing I need is constant long term stress in my life. I bought a sofa chair when I bought the couch but it's for tall people. I don't fit in it very well. I'm 5'1 1/2 tall. The couch fits me well, it's a tall back with narrow arms. It was my dream couch. Now it's my nightmare. This is the most expensive piece of furniture I have ever bought. I don't have money to go out and buy another one without being refunded the cost of their couch. Being disabled I'm on a fixed income.
Helen of Pasadena TX (02/26/08)
I bought a chair for $1099.00 on February 8, 2008. I returned the chair on February 10, 2008. I am still waiting for my refund as of February 26, 2008. I have gotten the runaround about it from the store and the offices of La-Z-Boy.
I am disabled and cannot replace the chair until I get a refund. I am very unhappy with them about this. They took the money out of my account instantly.
Sharron of Montpelier OH (02/17/08)
my husband had cancer and decided he wanted to buy me some new furniture.he bought me a la-z-boy chair. this chair is a joke.it is less than a year old and we had the cushion back to the store once for the foam either shrank or the material stretched out. now it has done it a gain.their are fuzz balls on the cushion now too. it is like it is 10 years old instead of less than a year. i wrote la-z-boy and told them i wanted my money back. which the chair cost 583.00.i have bought a different one and they can have the chair too. they will not even acknowledge me
my husband passed shortly after. he felt so bad that the chair was not what he wanted for me.
Jennifer of Cincinnati OH (02/15/08)
I purchased the Devon sectional (4pcs-reclining loveseat, fold out couch, corner, and chaise) in October of 2006 for $2630. The saleslady assured us it was a sturdy couch to last us 10 years. First, she convinced us to purchase the Dupont stain protection. I know that this protection on fabrics like microfiber actually work, but on our style of fabric (chenille) it's useless. Yes, the fabric doesn't stain, but the fabric lays differently afterward and never looks the same again. I figured I could live with this as this is the only initial problem.
Well, it's been about 16 months since purchase, and the majority of our cushions have flattened out completely! There's only a year warranty on their cushions, so we're left with a $2600 couch that's worth nothing after a little over a year! With the La-Z-Boy brand, you would expect quality furniture. I could buy a couch from a second hand store that would last longer than theirs. They use cheap materials and overprice it to maximize their profits. I will never buy La-Z-Boy again!
I'm left with a $2600 sectional that is useless after a year: flat and stained. If you can afford to spend thousands on furniture every year, then La-Z-Boy is your place.
Trish of Castle Rock CO (02/13/08)
They never called us to confirm delivery. They did not deliver when promised. They finally did deliver and it was the WRONG color!! They told us we just misinterpreted the color because of the lighting in the store! They told one lie after another, and thought that is just the way to do business.
Ted of Windsor Ontario OTHER (02/12/08)
On November 12, 2007 we purchased a power-assisted reclining leather sofa for $2,699.99 at the La-Z-Boy Furniture Gallery in Essex, Ontario, Canada. It was delivered on January 17th, 2008. The seats proved to be softer and more sagging than the model we had tested at the store. They also swayed side to side. This was totally unexpected, since we were promised a unit identical in construction to the floor sample we had been shown. More disappointments followed: within two days one of the reclining sections became noisy and jerky in operation. At first we were told this was normal. After we phoned to complain on Jan. 21st and again on Jan. 23rd, two men from the store came and agreed that there were problems with the module. They took it away to be repaired. The repaired section was returned to us on January 30th. It operated more quietly. We could at last begin to use our new sofa! But almost immediately we discovered that the seats of both reclining sections grew increasingly wobbly, while sloping to one side. Even worse, they sagged enough to bottom out all the way to the frame. Sitting against a pair of hard frame members that you can feel right through the cushion is painfully uncomfortable. We experimented with different positions, but the sharp edges of the frame supports under each side of the hammock-style sag of the seat made sitting impossible. Clearly the springs and the covering foam are not equal to the task of properly supporting an average adult of 160 pounds. When in a reclined position, the backrests behave in a similar way. With the added twist of the seats tilting to one side, my wife and I developed back pains, which improved only after we stopped trying to use the sofa.
A visit to the store on February 8, 2008, did nothing to resolve the issue. Don Harris, the manager, told us that the sofa had been manufactured in accordance with current La-Z-Boy specifications, and the guarantee did not apply because this was not a manufacturing defect, this is how they are supposed to be made. He refused to undertake any remedy whatsoever, even though we would have been open to replacement with a different model. Instead of honoring the warranty (cushions 1 year, springs 5 years) the manager offered to put us in touch with a professional upholsterer, who could retrofit the seats with better foam, entirely at our expense.
This brand-new furniture, in its present condition is useless. None of our other sofas, chairs and recliners (including a vintage La-Z-Boy from 30 years ago) function this way. We have nothing to show for our $2,699.99 except pain and aggravation. The company literature says: Comfort. It's what we do." We call it torture. As of now, La-Z-Boy has not lived up to its advertising, has not honored the promise made by the sales staff to stand behind its product, and has refused to fix the defects covered by the warranty given at the time of purchase.
Patrick of Benton KS (02/11/08)
I paid $2000 for couch and chair and the cushions went flat after 1 month. Material just hangs off the front of the furniture. I called Lazyboy and they said they would fix it. When I asked how, the repair guy said he would find some good foam at an upholstry shop and re-stuff them. I told them I wanted my money back and they said no. The repair guy came out to fix them and said he would have to order parts (New cushions) and left. He just called me tonight, weeks later to tell me the factory wanted me to return the couch for quality control and I could have an in store credit for it, but get this, they say I have to keep the chair! I don't want any more of their furniture and I sure don't want to end up with $2000 worth of mismatched furniture. I will load it up on my trailer and take it back to the store, sit in their parking lot and tell everyone visiting their store how bad their furniture is. We will see if that gets their attention.
Lucienne of Rio Vista CA (02/10/08)
We have made several calls to the Stockton La-Z-Boy store to get info on our recliner repair. Every time we called we were told that someone would come out to see the chair. Each time we called they acted like they had never heard of us. I wrote the home office and finally got them to send someone out. This man said he needed to order parts. At least a month passed with nothing happening, so I called the Stockton store again. Since that last call, nothing has happened; and I suspect nothing will. By now our warranty has expired. (We purchased the chair in Feb. 2007.) We still have a broken chair that was about eight months old when it broke. I asked corporate offices about a refund, and they said that was not their policy, even though the chair broke in such a short time. So,they won't refund money, and it appears that they have no intentions of fixing the chair, either.
I am out about $600.00 for a chair and extremely frustrated at the lack of response. Why do they have a warranty on new furniture when they have no intentions of honoring warranties? Believe me, I will NEVER recommend a La-Z-Boy to anyone!
Barbara of Manchester NH (02/10/08)
I purchased a sofa, loveseat, ottoman and extra pillows in July, The sofa and loveseat have white spots all over them. When I called to complain they sent the service rep. over to take a look; he said they should brush out, but they did not. I also told him the cushions were sinking in; he told me maybe they would upgrade them. I received a call within a few days, and the girl I talked to told me the cushions I got with my sofa and loveseat were not the best, and I should upgrade them for 150.00.
I was actually thinking about it, but every time I look at my furniture it looks so bad. My friends and family say it looks 10 years old. I am so disappointed with this furniture. I spent over 3,500.00 for it. This has never happened to me before, and I will never ever purchase La-z-boy furniture again. They do not stand behind what they sell. Stay away from La-z-boy in Manchester.
Herman of Staten Island NY (02/09/08)
I recently purchased two La-Z-Boy leather reclining chairs. I relied on the La-Z-Boy name to obtain a top notch product. The chairs have the side lever to use to recline, as well as to sit upright again. The noise from the chairs when you use the lever to put them back to the upright position is THUNDEROUS! It is so much so that we had a repair person come down to look at them since we thought that something was wrong with the gears in the chairs; and therefore, not working properly. We were told that that's the way La-Z-Boy makes their chairs and nothing could be done about the loud noise when bringing the chairs back to the upright position. I am only sorry that we didn't put a hold on our payment and send the chairs back, as the noise is loud and disruptive, not anything that I would expect from a La-Z-Boy product. I discouraged a friend of mine from purchasing a La-Z-Boy chair for this very reason.
I had recliners before this and never had a problem. I have sat in recliners since this purchase and have not had this problem. If it's the lever that has to be used to put the chair upright that is causing this BANG, then certainly they should not be manufacturing their chairs that way. Every time I use that lever to bring the chair upright and hear that BANG, I regret having made this purchase. The two chairs cost me close to $2,000, and IF I COULD DO IT OVER AGAIN I WOULD NOT BUY A LA-Z-BOY PRODUCT. Not only was that purchase a waste of money, but they continue to be a constant source of aggravation. I cannot believe that La-Z-Boy can remain in business when they are producing such an inferior product.
This was part of the response from them: Since your dealer's service technician has inspected your recliners and determined they meet our manufacturing specifications, nothing further would be done. My question is how can they continue to put out this inferior product and get away with that kind of response?
Kathy of Elk Grove CA (02/07/08)
I need to talk with someone other than Vicky in Sacramento, CA (916-985-2850) about a problem I had at that repair plant for my 4 La-A-Boy recliners. I paid good money to have a repair person come out to my house to fix my chairs. He could not fix them at my home so he took them back to the warehouse, where they ordered what was needed to fix my problem that was covered under the warranty. Two months later they fixed the problem and returned them to my home. Unfortunately, my home burned down a couple of days before they were to bring them out. So they took the chairs back to the warehouse. I contacted La-Z-Boy and told them what happened. I told them I was getting a storage unit and would call them as soon as I found one. I called them, and they delivered them straight to the storage unit where they sat unused. When we found a place to live while our home was being rebuilt, we got them out of storage--and to our dismay they fell apart BADLY when we sat in them. The screws just fell out!
I called LA-Z-BOY ASAP and informed them what the chairs did. Vicky said I had waited too long to complain about the chairs and that they would not come out and get them and fix them correctly. They said I would have to pay the $69.00 AGAIN. What did I get for the first amount of money I paid them to fix them correctly (except for hurting my back when the chairs fell backwards)? I tried to work with Vicky, but she didn't care. Then I asked to talk to her boss named Elizabeth, and left messages after messages; and she would NEVER call me back. She said I had waited too long to notify them. BUT the reason I didn't call was because I didn't know there was a problem. I would called had I had known sooner. My recliners came back to me in worse shape then when they took them in for repair.
I think there should be an exception to their rule. I also have a pretty FAT insurance check from the fire to replace a whole house of furniture, but La-Z-Boy better believe I won't be doing business with them; and every chance I get I will tell my story.
Luisa of Hopewell Junction NY (02/06/08)
It has now been 16 weeks since I placed my order for a sofa on Oct. 23, 2007. I still have no sofa in my living room. I stopped by the showroom today for my $572.52 deposit back. The sales person said she is not authorized to refund deposits. She said the sales manager will call me tomorrow. (I won't Hold my breath, he never called me back the last time.) I called my credit card company to file a dispute on the charge when I got back from the store. The staff is very unprofessional, they did nothing to reassure me that this problem would be resolved. The New York State Attorney Generals office should be looking into this company and the way they do business. They have now had my money for 16 weeks and have basically stolen this money from me. Oh and by the way when I went into the store today and told this sales assoc that I have filed my complaint with consumer affairs, she told me that she knew , that she had seen it. Funny, you would think someone would have called me. Comes down to one thing with this company as far as I am concerned. As soon as they get your money, they couldn't care less about you.
Sandra of Oklahoma City OK (01/25/08)
Had been La-Z-Boy customer many years, but within the past 20 years, chair seats are so poorly constructed you feel the wooden frame under your fanny within months. Chair frames are not as sturdy. With Ethan Allen chair, $1900 for chair and ottoman, same deal, and furniture finish was deplorable. Pay for delivery, do not sign until you have checked chair thoroughy so you can return on the spot and save restocking fee..which by the way, should be illegal.
Lua of St. Clair Shores MI (01/21/08)
I purchased tables and furniture from La-z-boy in December 2006. When I received the furniture, I had to return the tables because something was wrong with the wood. In February of 2007 my ottoman's form started to shift in the top. I called La-z-boy; they said it was just wear and tear and that I needed to shift my ottoman at least once a week in order for it to keep its shape. I have been shifting my ottoman every week and to no avail; it looks worse. They sent a serviceman out, and even he said it looks horrible--but once again they said it was wear and tear. My cushions in the sofa and chair have had to be replaced, and the reason they replaced them was because they could unzip and replace the foam. But they would have to give me a new ottoman because you can't unzip that.
I have called and complained and have spoken to the manager, to no avail. I paid $4,000.00 for 2 tables, couch, chair with ottoman and leather chair. This furniture has not been a good experience for me. I know furniture should not be like this. I previously had leather furniture from Value City, without complaint. I switched to La-z-boy thinking it would be a good experience, but it is not. My furniture looks really bad, and each time I deal with these people my blood pressure has gone sky-high.
Alma of Grove City OH (01/18/08)
The back of my recliner fabric was several inches shorter than the back of the chair. I attempted to contact the salesperson, without success, and talked to the store manager, Brent. He had customer svc call me. I talked to Tina, who was rude, and explained the problem and she said there would be a $70 dollar svc call to check out my complaint. I refused to pay and told her I wanted to talk to her supervisor, whom she said was unavailable at the time. Tina did call back next day to say that the fee would not be charged, and that they would send a svc man out to look at my chair. Clint appeared and checked out the chair and he did concur that the fabric was too short on back of chair, but that was the way they made them. He told me he would recommend that their upholsterer could repair the chair by simply replacing the back panel with a longer piece of fabric. Also stated that he would check specs on the chair in the store. I intend to go to the store and check myself now that they have said that is how the chair is upholstered on the floor model. I never, as a rule, pay by check for such a large item, but as it was Christmas time, I didn't want my credit card to be used for the chair, my first mistake. My second mistake was in trusting a company that has been in business in this area for many years, but obviously doesn't value its customer. I have purchased my last item from this company.
I'm out almost $900 for this chair and they don't seem to care.
Luisa of Hopewell Junction NY (01/16/08)
I purchased a sofa on October 23, 2007. I was told to expect a 6-to-9 week delivery time. Well, here we are almost 12 weeks later, and no sofa. I was told by the manager of the store (because the salesman who sold me the sofa, no longer works there) that the fabric manufacturer they use here in the USA went out of business, so they needed to go out of the country for my fabric--that I should allow another 2 to 3 weeks. Then I was told 2 weeks ago that they had my fabric (that was a lie); it had been cut, and they were waiting for it go through production and actually be put on my sofa. I revisited the store 1 week later only to be told that they had no new information and that he would get back to me.
A few days later I received a call from someone at La-z-boy at another location who I had never spoken with before. He told me I would have to wait another 3 to 5 weeks for my sofa. He had no knowledge of the shop having received my fabric nor did he know for sure where my sofa was going to be made. It seems to me that La-z-boy has a history of this type of shoddy customer service. They seem to think the customer should fork over a 50% deposit, which I did, and have that customer wait forever to receive the merchandise that was bought. At this point I would just like my deposit back and get on with my life. If they have not received my fabric and this sofa has not even begun to be made, there should be no problem with this request. Stalling tactics are proven to be this company's business. I just wish I had come to this web site before I gave them my $572.52 deposit. I would never have bought my sofa from them. It is January 16, 2008, and no sofa. Why is this company allowed to get away with this?
Patricia of West Chester PA (01/14/08)
On August 17, 2007 I purchased custom-fabric recliners from the La-Z-Boy Furniture Gallery in Wilmington, DE. The furniture was delivered in 8 weeks on a Friday afternoon. The delivery men delivered the furniture and left immediately--all within a matter of a couple of minutes. When I began to look the furniture over, I noticed the workmanship was poor. Instead of the seams being smooth, like the model I saw in the showroom, the seams were twisted and pulled in multiple directions. The furniture resembled something an amateur would have made, not a professional upholsterer. I called the showroom on Monday morning and reported my displeasure. They assured me the matter would be taken care of and were going to send out a repairman to help correct the problem. The repairman showed up three weeks later. He took several pictures and that was it. The work which needed to be done to correct the problem was too involved for him, so all he could do was report the problem.
A couple of days passed and I called the showroom again to see what was going to be done about the poor workmanship. They said I could return the chairs, minus 30% of the total paid since the chairs were custom ordered. They have a policy which says they keep 30% of custom-work jobs if a customer is displeased. I interrupt this to mean if the furniture doesn't fit into an area like I would like it to fit, it is my responsibility for the furniture to be returned. Or if the furniture doesn't match my other decorations, it is my responsibility. However, for them to keep 30% of $1,400.00 for poor workmanship is no more than stealing! It simply gives them no credibility or reason to satisfy their customers as the policy stands now. I have made many calls to their showroom to no avail. I have spoken to the delivery department about picking up the furniture, a sales person who works at the showroom, the store manager, and the person who sold me the furniture, and I have heard different stories from each person. But basically, they have told me the paperwork has been sent to headquarters and is out of their hands.
So, I am now waiting for headquarters to contact me with their decision as to whether or not they will take back my chairs without penalizing me 30% for their poor workmanship. I was told this the beginning of December. It is now six weeks later, and I still do not know any more. I feel they are just blowing me off hoping I will just accept the furniture and go away. I have never done business with a company who cares so little about their customers satisfaction. By the way, this is the fourth set of recliners I have purchased through La-Z-Boy, and the only time I have had a problem. Needless to say, it will definitely be the last!
Olga of Aptos CA (01/08/08)
I bought a couch and two chairs on 06/27/04 at the Salinas La-Z-Boy Furniture Galleries and all my complaints went unanswered. I finally just quit calling. I also purchased the protection plan and could never get anybody to respond to me about my issues because they were not defects in materials. Buyer beware, the salesman kept telling me about the life-time-guarantee which in actuality I was latter to find out is only on the wood and metal frame. I also payed and extra $200 for the leather and fabric protection plan. Nothing is covered. Once I reached the end of the first year the Salinas store management simply told me the products were out of warranty and blew-me-off.
The chair material started pilling after one month of use. Lots and lots of little cotton balls all over it. The couch is horrible. The red tint is faded at one end and bright red at the other. While there is no direct light on it, I think it is due to light from a nearby window. The seat cushions have lost their spring tension and recent trips to the back doctor have sent me on a quest for a new couch. For three years I have had backaches never relating it to my spot in front of the TV. I will never by another product from La-Z-Boy nor will I invest in the company.
Barbara of Norfolk VA (12/26/07)
Purchased 2 recliner sofas and one recliner chair that cost $4,000.00. Within 5 months of delivery the fabric started to show significant wear. I called the store 3 times before they got someone to come out. We questioned the digital camera the tech was using to take pictures of the wear. He said don't worry, I will make sure the report states the condition of the fabric as I see it. After 4 weeks we were called and told the company said it was normal wear on the furniture, and they would only replace the swivel base of the recliner chair that was making so much noise we could not rock while sitting in it. My husband was very vocal and Mr. Katz said they would send the tech back out to take more pictures.
I called a professional photographer who came over and took pictures that showed the wear, and I put them on a disk for the tech. He also took one of the arm covers that showed wear. After another 3 weeks I called Mr. Katz, and he informed me everything had gone to the fabric department, would call them, and call me back the next day. After one week I called his supervisor. She would check into it and call me back. She called and put me on speaker phone with Mr. Katz. I was told the fabric was pilling which was normal. I hit the roof. They then said they would replace the swivel on the chair, replace the cushion on the chair and shave the sofas. Duh! Why would I let them replace the cushion on the chair with the same fabric that was currently falling apart? Why would I let them shave the shredding material and remove any evidence in that spot? They would just like to get me past the 1 year warranty period.
I typed in "Lazy boy complaints" in search and was horrified with what I found. Then I found this site. I have notified the AARP consumer advocate, I have sent an e-mail to local television stations that will post it on their web site, and I am thinking about contacting the American with Disabilities Assoc. so they can read how Lazy Boy treats the disabled people that have had trouble with the lift chairs. I am just getting started with this mission. I know the name of the CEO and plan to name him on my warrant for small claims court. I will not be treated this way by a company that I bought from based on their reputation. I will not say I am stuck with $4,000.00 worth of furniture. I am a consumer: hear me roar.
Vicki of Mesquite TX (12/22/07)
If you are thinking of buying this brand, DON'T. I paid over $6000 for living room furniture that looked saggy, worn-out and cheap in less than 3 months. Lazy Boy did replace the cushions, but they were as bad as the original. The rep stated we will give you the top of the line cushions for free due to problems; I thought: great! They compressed to three inches the first week. I called their consumer dept. several times and always get the same thing: we are away from our desk, etc. Also, the part of sofa where cushions rest is 3 inches from the arm, which leans you into the arm--very uncomfortable. I want to cry every time I think of how much better we could have done with different furniture and probably not spent as much. As it is, I have to keep this for awhile.
I read an article lately: the CEO of Lazy Boy couldn't understand why sales had fallen and stores were closing. Here's a clue: the stuff is cheap quality, and word is getting around. I tell everybody I know who's thinking of buying furniture to avoid Lazy Boy.
I spent $6,000.00 on poorly constructed furniture. Can't afford to replace it, can't sell it, tried to--but everybody said they'd have buy new cushions, and for that price they could have new. Do I wish I knew then what I know now.
Elizabeth of Beverly Hills CA (12/20/07)
I took delivery on a sofa in Nov. 2006 that was damaged and defective. The fabric had flaws in numerous places on seats and ottoman. One section the fabric was actually sewn on inside-out. I was told they would re-order some of the pieces now and the rest after I had it cleaned under the warranty I purchased. The sofa was one week old when they inspected it, and I called the day of delivery to complain. The sofa had dirt on it from delivery, and they blamed it on me. I was told that they would replace the furniture after I had it cleaned as they needed it to be in sample sale condition because they would be selling it to someone else in a warehouse sale. When I submitted the warranty information and waited, I didn't hear back from the company. I called to see what had happened, and they said that they never received my warranty information--and now it was too late as I had missed the deadline to submit it. They refused to provide service.
I paid almost $3,000 for this sofa, and it was defective from day one. I have now dealt with over one year of phone calls to remedy the situation. I have been spoken to rudely and told that I canceled the reorder when I did no such thing. It has been a horrendous experience.
D. of Grand Prairie TX (12/19/07)
In February, 2007, my mother purchased a recliner sofa and love seat from the Lazy Boy gallery in Arlington TX. Not even a month went by, and she had to send the set back for repair. Both pieces have a swinging motion when you try and sit on them, and the cushions have gone flat. The furniture was returned to my mom in unsatisfactory condition. This has been the case each of the 3 times they have been sent back and returned to her. Since October of 2007, my mom has tried to have this furniture picked up again for repair or for replacement. The company representatives will not return the calls. I have initiated contact with Pat Schutza via email. Today, Dec. 19th, 2007, Pat's final, unacceptable response claims that the furniture is up to Lazy Boy specifications and all repairs have been made. Pat claims that the problems my mother is having is due to EXCESSIVE USE! I've asked her to explain this to me but honestly do not expect a reply. My mom is a 100 pound woman and I don't understand how Pat came to this conclusion. Pat was told how small framed my mom is.
I have noted that each time I call, Pat's voice mail message to customers asks that we give them 24 hours to return the call because they are experiencing a high volume of calls. I don't have to wonder why! In my opinion,the only thing this company stands behind as far as their name goes, is the word lazy! They have proven that they are out to steal hard working people's money. Once you turn your cash over to them, you are nothing--just as their poor quality furniture is! I would love to have the opportunity to express my opinion to the president of this horrid company. SHAME ON YOU, Lazy Boy Industries! How can they sleep-- knowing what they do to consumers? All I can count on is on the belief of what goes around, comes around. I hope and pray I'm around to see it happen!
William of Indian Harbor Beach, FL (12/15/07)
I bought an electric lift chair, heat and vibrator recliner on 9-07-07 with a warranty. The motor for the lift part quit on Saturday, December 15, 2007. I called the store, and they gave me the number of the warehouse technician that I am to call on the following Monday. I am disabled and cannot sleep in a prone position; I must have the use of a recliner to be able to sleep at a sitting up angle. I will have to go two nights with no or very little, uncomfortable sleep. This means that I won't be able to breathe correctly and will have to us my Nebulizer almost constantly for two nights. Hopefully it will be fixed on Monday the 17th of December. If not, I will add to this complaint . . .each night without sleep is injurious to my health.
The final price for the chair was more than $1500.00. I asked the store manager if they could send another recliner, (any kind) today so that I would not lose two nights sleep . . .or more if the chair can't be fixed on Monday. I was told NO, I would have to wait until Monday.
Michael of Concord, CA (12/04/07)
I purchased a new La-z-boy recliner this past June for my elderly parents. The recliner has never worked properly for them and they have repeatedly called customer service to complain. Finally, a repair man came to their home and REMOVED the adjustment parts from the chair, put them in his pocket with no explanation, and told them to tell La-z-boy that this was not the chair for them as they could not operate it.
I personally stopped at the store and told the manager that the chair now worked for NO ONE since it didn't have the parts to make it work. This has gone on WAY too long for an 81 and 80 year old couple and taken too much of my time.
Mary of Marietta GA (12/03/07)
In September 2006, I went to a La-z-boy store closing sale. I found a sofa that was a great style Montreal Sofa and it was so comfortable. I brought my husband to the store and he liked it too. We special ordered the fabric choice and it was marked no return. When the sofa arrive my husband's feet did not touch the ground when sitting on the sofa and it felt like cement. I was so upset that I actually went back to the store to see the one we tested but it was gone. I explained it to the sales person who was there at the time and got no response. I am a designer and my husband is an architect. With our experience we would have never bought this sofa with these flaws. I really feel like it was a bait and switch. Do not buy a La-Z-Boy, which is an oxymoron because you can't get very lazy on this sofa.
My husband has suddenly started having back problems and we are wondering if this is the cause. We will have to get rid of this sofa and buy a new one.
Ron of Franksville, WI (11/30/07)
In February '04 I purchased a La-Z-Boy recliner for $700. When you sit in this chair it feels like you are sitting in a laundry basket and almost need help to get out of it. A few months after getting it the wheels froze up and it would not recline without extra help. When it did move, the rollers made a lot of noise and would jam.
I called the store to have it picked up and was told there would be a fee for this. OK, I'll bring it in! Oh, there's a charge for this also. OK, I'll suffer with it.
A year or so ago the remote for the heater/massager went berserk, I took it back today. Of course the part was out of warranty and it was a $75 part. No thanks, I don't think it was worth that much new.
I sure wish I had my old chair (not a La-Z-Boy) back, now that was quality.
Michael of Brookshire TX (11/05/07)
Purchased recliner for $650 on 12/2/05. I was concerned about the durability of the micro fabric. The salesman sold me a $50 5 year fabric warranty to cover my concerns. The seat of the recliner has holes worn in it. I called the La-Z-Boy retail store and they forwarded me to a nat'l customer service person at 800-229-6699 who told me the warranty on the chair was for only one year and the warranty I purchased is for limited stains only...They said they could have the seat redone for $200-$300... I always thought that La-Z-Boy would be a quality product and that they would stand behind their product. I could of gone to any number of stores and bought a recliner with the same fabric for half the price..After reading the warranty I found the salesman had misrepresented the coverage...He new that the warranty wouldn't cover normal wear on the fabric, yet assured me it would. The warranty paper says GUARDIAN FABRIC PROTECTION FIVE YEAR INSURED WARRANTY PLAN FULL REPLACEMENT COVERAGE CHAIR AND OTTOMAN ONLY. To me this clearly states a 5 year warranty on the fabric but after reading the fine print it states it only covers stains. Very misleading and the way the warranty document is laid out I believe it's done intentionally.
Economically, had I realized the warranty didn't cover what I was told I would have never spent that kind of money on a recliner. I was duped.
Patty of Loveland CO (10/17/07)
I special-ordered an $800.00 recliner for my husband from this Lazy boy Gallery in Ft. Collins, Co. A year and a half after receiving the recliner, the padding on the arms shifted commpletely off to the sides of the chair. I called the store and they asked me to call their repair shop. The man in charge there told me that this happens often BECAUSE THEY USE CARDBOARD ON THE ARMS OF THE CHAIRS AND IF IT COMES UNSTAPLED, ALL THE PADDING SHIFTS! I was shocked, but asked them to pick the chair up for repair. They said it would be $98 for pick-up and $140 to repair the padding. I called the store back and told them my story and the girl I spoke with said that she knew the owner would want to talk to me. But the owner never called me back.
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Luisa of Holtsville NY (10/11/07)
I purchased a sofa and love seat from Lazyboy and both items were damaged. When I called the Lazyboy service dept they sent out a service tech and he advised Lazyboy that both items were damaged. The Lazyboy service dept on Oct 5, 2007 advised me that they would refund my money. On Oct 11, 2007 when I called to set up a pickup date the woman that I spoke to Gorgette said that Joanne the first woman that I spoke to was given the wrong information and that they would pickup the furniture and only give me store credit that would only be good for a certain amount of time.
Mary Jane of Clay NY (10/11/07)
My husband and I purchased a livingroom set in 2006 and had it delivered the first part of May 2006. It was a sofa with two recliners and a recliner... the top of the line. We started having problems with the recliner (chair). The noise was ridiculous when putting the chair down. It was NOT like that when we sat in the chair in the store. Also, two of the buttons popped off the chair and one button NEVER was put on the couch. Also, we had stuffing coming out of the couch underneath. The chair, itself, does not sit straight. We called the Lazy Boy Center, where we purchased the set and have tried numerous times to have the owner/manager come out to take a look at the furniture. Just before he should arrive, someone from the store calls and cancels the appointment. This has happened 4 times in the past two weeks. We can't get any one to even come out and look at it. My two daughters are in need of furniture and I would NEVER recommend them buying anything from this store OR Lazy Boy furniture. It is way way too expensive and NOT quality whatsoever.
Mary of Genoa IL (10/04/07)
My mother bought a recliner at Lazyboy showroom, March 24th 2007. We picked up the chair at the store on March 27th. Once home and after sitting in it for 1 day, the bottom cushioned started leaning to the right. After having a few family members see if they felt and saw it also, we called to have it replace. THEY DO NOT REPLACE THEIR FURNITURE! The chair was over $700.00 but they will only repair their furniture. They gave us a number to call to have someone come out. He came out on the 17th of April, mind you at 6:30 in the morning, to look at the chair. He claimed my mother had sat wrong in the chair. Said it was almost a big mans chair,the side table was to the right, the arm for the leg rest was on the right, so of course the chair would lean to the right. The defective recliner was my MOTHERS fault because she was sitting in it wrong. He said he could replace the cushion. He returned on May 10, 2007 and replace the cushion. The cushion again did the same thing and now the back of the chair is going flat. He returned again after much persuading my mother to complain again (she is 77) on September 10th, 2007. He said he could replace the cushion again, but this would be the last time. He stated that the FIRST TIME you sit on the cushion, is how the cushion will form. ... We called corporate office, they said there is nothing they will do to fix this problem. They are selling defective furniture, getting full price and laughing all the way to the bank.
So now after just 6 months my mother has to look for another chair. It shouldn't matter if people can afford to buy another chair,or whatever they bought, the consequence is that we now have to take them to small claims court, or forget about it. When they have big time lawyers, representing them, most of the time the little guy just doesn't have a chance. It the moral part of how lazyboy can continue to rip people off, and not have anything done to them.
Olivia of Union SC (09/30/07)
Near the end of August 2007 I picked out a wonderful chair and ottoman. I told the nice lady who sold it to me that I would finance. Several weeks past and the chair and ottoman did not come. I finally called the store and a lady told me that I would have to pay for it before it could be delivered. I said it would not be a problem and I would get the money in the mail. A few days later I called the store and talked to the lady who sold me the chair/ottoman. I asked her if she knew anything about the chair. She said that it would be coming soon. I told her that I had put the check in the mail and it should arrive the next day. She was very taken aback. She reminded me that I had financed.
I explained to her what the young lady had told me a few days before. She also told me that the deliverymen would call me to set up a delivery time. I told her it had to be after 3 because I teach school. She said the delivery people would work with me. Today - 9/29/07 Just by chance I found a delivery notice from the La-z-boy people that had blown into a bush. A message on it said that they came to deliver at _____________time and day . They did not put the time.
I called the store in Spartanburg to let them know that I had not known that they would deliver. The man I spoke with said that I had been called about the delivery. I told him I had not. He then said that it was in the computer and I must not have answered. I said that I did not receive any call. He asked me if my tel. phone number was 429-4943. I told him it wasn't. He said that that's what the computer had on it. I told him I did not put that number into the computer - someone else did. He got right rude.
Patricia of Hudson FL (09/25/07)
Purchased a sofa and loveseat in January 2007. They were delivered on February 2007 and the couch had two rips in it, not to mention that it was delivered without a piece of paper or plastic wrapped around it. It was dirty and had grease marks on it from dirty delivery truck. Delivery men asked us if we wanted to keep or return it. Delivery men stated that service department would come out and repair. My mistake -- I believed it would be OK. New arm and bottom piece was replaced by an upholsterer. It does not look like it came from the factory. We decided to let it go and keep it. However, two months later the color is fading from the fabric that I paid extra for. Service man came out with his digital camera and took pictures. Three week later after I called the store manager Brian calls me back and said they had reviewd the pictures and this was normal wear and tear as the fabric has a slight nap. (There is a 4 x 6 rectangle shape area on the outside of the couch that is turning white.) When I asked him about this he stated that they could come out and repair this. What happened to the normal wear and tear! The couch has already been ripped apart once now they expect me to accept them tearing apart the other side. I contacted the website customer service with this complaint and their answer was to have it professionally cleaned or dusted to brighten up the color. What color, it is disappearing. I like everybody else went to Lazboy for their reputation. We bought a new home a year ago and have purchased furniture from Kane's, Rooms To Go, Thomasville and Hudson's by Broyhill and, of course, Lazyboy, and by far Lazyboy has been absolutely the worst for customer satisfaction. I will never ever deal with them again and try my best to stear people away. I have contacted my state's Attorney General's office to find out where we might stand and I am considering getting one of our local news stations that deals with consumer's complaints involved.
Susan of Cherry Hill NJ (09/18/07)
I ordered a new recliner from La-Z-Boy back in March 2007 and when I received the chair, it was absolutely filthy and smelled like it had been sitting in some musty warehouse. I immediately called the salesman, Dan said we could cancel the order or he would order us a new chair. The dummy I am, decided to have him order a new chair. Well, 6 months later I still have no chair.
I continually called Dan to check on my chair but he always says let me check on that order and call you back but he never calls. I finally decided that I didn't want the chair anymore and wanted to cancel my order. Dan said okay (with major attitude) and that he would call me back about getting the dirty chair out of my house. Of course he never called me back. I then called La-z-boy to speak to Dan, but he was unavailable so I asked to speak to the manager. Manager STEVE got on the phone and said for me to bring the chair back to the store and he would give me a refund. I immediately took the chair back, but Steve had left for the day and was the only person who could give me my refund. I was furious.
Salesperson, Norm said to leave the chair and come first thing the next morning. So the next morning when they opened I was at their door, but Steve was off that day. Norm forgot to mention that. Now, 5 days later Steve is still unavailable. Now I am out of a chair and out of $527!
Shanaya of Williamstown NJ (08/23/07)
My Fiance and I purchased a living room set from the Mapleshade NJ store. The sales man was very informative and helped us out in many ways. Such as offering comparable furniture for all the pieces we looked at and offering different payment options. We also told him of our situation at the time (we were in the middle of a move and all of our things were in storage) That's when he told us of the option to purchase our furniture using one of the convienient payment methods at that time and either pick it up or have it delivered at our convience. So that it was what we did. Four months later we called to schedule the pick up of our furniture in Delaware. So far everything is ok. Two days later we arrive in Delaware only to be told that our furniture was damaged and needed to be looked over to determine if it was repairable. So that was a wasted trip. In the next few days we received a phone call saying that the original peice was damaged beyond repair but that we could drive up that day to pick up a new set. So we did. We arrived and after waitng over 2 hours a gentleman came out to tell us that infact the new set was also damaged. He said that the damage was minor and that we could take it home and have it repaired in our home in roughly two weeks. I agreed to take home (because I had a dinner party scheduled) so they put leather glue on the slash, caused by a box cutter, and helped us load it onto our truck. Well, two weeks went by and no word from La-Z-Boy. So I called and called and called until I finally spoke to the store manager Steven who was very rude and treated me like i was a pain in his rear. He finally said he would take care of it. Needless to say it took two months before a tech came out and when he did he could not do anything for me because he said THEY DID NOT TELL ME IT WAS LEATHER I made more phone calls until finally someone else came out but did not have the right parts but still attempted to repair the tear in the arm. It looks worse now than it did from the start.
Stephanie of Pearland TX (08/23/07)
I placed a order for a sofa sleeper 12/2006 waited for the 12 weeks delivery. Sofa was delivered February 2007 damaged. The solid material had many large stains, the wood frame was broken. We called customer service, the only weekend available for pick up was April 16th. The service man Mike called Saturday morning at 7:00 am saying he would be at our house between 9-11:00 am, he never showed up the whole day. I left many messages with Michele at customer service, she said parts would be ordered for our sofa and the next schedule pick up was July 13th 2007. I called Pat, Manager of customer service she said she would find out what was going on and call me back. She never did. The sofa was picked up. Finally after two weeks I called Michele, she scheduled the sofa to be delivered to our house unrepaired, untouched saying she was waiting on parts and sending someone to reupholster the sofa in our home. Few weeks later a mad deliver man called me at work saying in was in front of our house for delivery. I told him to return sofa to LaZ Boy. I have left many calls for Pat and Michele requesting our money back for the damaged merchandise delivered to our home in February 2007. I will not allow this damaged product now to be repaired in our home when it was damaged on the first day of delivery.
Catherine of Garland TX (08/08/07)
We purchased two rocking/reclining chairs, and two reclining loveseats in March of 2006. Each piece has been in the LEBCO Repair center at least twice, some even three times. We still do not have the LA-Z-BOY quality furniture that we paid over $4,000 for. They currently have one chair and one loveseat and have had said items since April 2007. I have left several messages, to no avail. Someone finally returned my numerous calls, on July 12, 2007, AFTER our salesman called them. They informed me they were having a LA-Z-BOY representative come down to examine our furniture to either REPAIR or REPLACE it. Today, August 8, 2007, I received a call and they stated They would not be REPAIRING or REPLACING our furniture, the representative said, The furniture is out of warranty and we have put it through excessive use, explain to me, how you can put LA-Z-BOY furniture through excessive use in less than one year time. This furniture was of bad quality from the beginning, and now they are telling me that they will DO NOTHING about it. Shame on you LA-Z-BOY and LEBCO Industries, you have made a BAD product and will not correct it.
We have been without our furniture, which has cause numerous friends to feel embraced when they come to our house and have NO WHERE to sit.
Beverly of Hardeeville SC (05/08/07)
We purchased a $1700 green leather recliner from the Savannah, GA store. Within 90 days, bottom cushion began to sag. We called the store for a replacement chair. They would not replace the chair, but would replace the cushion. Finally, on 11-01-06, service tech replaced cushion. Within 5 months, we have the same problem. I reported it to MaryAnn, warranty person, at the local store. They will not replace the cushion now; our chair is out of warranty. If they come to inspect it, I will have to pay. MaryAnn says she talked with Brenda in Customer Ser at Lazy-Boy & they will
not replace the defective seat. I have talked with Brenda at the Corp Service Center. She was rude to me and hung up on me. Lazy-Boy no longer makes quality products or cares if they are defective.
I feel that the product I purchased has defective parts. No one will even try to make Lazy-Boy Corp stand behind their products. It is apparent to me that they are using inferior material to construct their furniture.
Sheldon of Gainesville TX (04/06/07)
We have a leather couch and loveseat with recliners on all ends. We paided aprox $4,000.00 for the set. The dye is wiping off even with a damp paper towel. We have been trying to get Lazboy to stand behind the dye job, and they will not help us at all. They stated that it was over a year old (It was 1 and a half years old when we noticed the dye was coming off. This not from ware because we hardly used it at all. We were told that since it was over a year old, tough luck. We have had upholstery people look at it, also a comerical dye Co. and were told several times, they have never seen anything like this. We talked to a customer service person with lazboy in Dallas, were treated so rudely we would never call them again.
Stephanie of Savannah GA (03/31/07)
Went into the local LazBoy store looking for a sofa early Feb. 2007. Liked the Melanie Model. Told Ms. Kapolka that I was matching 2 recliners purchased in same store 1 year earlier (and showed her the swatch from the arm chairs). She stated it was only available in one fabric with 2 other colors then the red fabric shown. Interestingly enough, the swatches have vanished when I returned to the store to compare the arm swatch from the sofa I received with the store swatch! She also said that they didn't have the blue one in their warehouse, but she could get it in 6 weeks.
I received delivery of the sofa 3/31/07 and it was not at all the fabric I expected. I went back to the store almost immediately. I was told by the manager, Kimberly Hawk that it was a special order so we were stuck. She was extremely unprofessional and lacked even the basic customer service attitude. They produced a copy of a store receipt that is different from the receipt we were given, inluding a hand written S/O notation and strike out on the color fabric ordered. Additonally she said that by signing the bottom we agreed to the special order policies (which I then pointed out if it were a special order and we had agreed, by their own form we would have been required to pay 50% downpayment, which we did not. She said that they don't go by that part of the information in the box, yet we had to go by the next sentence?
I tried to explain to the store manager that the salesgirl was brand new and didn't appear to know much and she never told us we were special orering a couch. If we were able to do that we would have ordered a different fabric and we would have matched our previous purchased chairs. Price was never an issue. The manager then told me she did not have time to deal with me, call Corporate and walked off. As we walked out she grabbed our original salesgirl before we could talk with her and quickly (and none too quietly) started coaching her on what to say and what we were claiming as she steered her to a back area.
We now own a $1200.00 sofa that was misrepresented and does not match our existing furniture. On top of that, the material on the sofa is extrememly cheap feeling and certainly not worth the money.
Ken of Morgan Hill CA (03/19/07)
Theatre seat set (4 units) ordered in Oct. and delivered Dec. 26 2006. By mid-January 2007, backs and headrests on the two seats we use (we are just two in the house, and we used the end seats so we have two armrests) were flat, deflated and saggy.
The seats themselves were flattening (never were very well filled) and the padding on the top of the seat was shifting toward the back. The arms were poorly sewn, all poochy. The recliner would not stay back, and forced you into the semi-reclining position when you relaxed. ALL OF THIS IN LESS THAN ONE MONTH.
Gary of Arvada Colo CO (03/16/07)
I have been a loyal customer for 10 years and have a spinal disease which puts me in the position of having to purchase new recliners from Lazy Boy at the rate of 2 to 3 chairs every 18 months. Until recently I have always had extremely good results with regard to wear, craftsmanship and service, but less than one year ago I purchased the most expensive chair out of probably 30 chairs I have purchased over the last 8 years. It is leather and contains a heater and massage unit and cost around 1200 dollars. From day one the chair has shown unusually fast wear and 2 massage units have had to be replaced as well as one chair arm and the second heater is on order at present.
The lumbar area has been restuffed but has flattened out and offers little or no support for my lower back. I cannot say that Lazy Boy has not been responsive to my concerns ,but I truly feel I have purchases a lemon, the workmanship is not up to their standards and I feel I am stuck with this albatross.
I would like to think that I would consider buying everything from Lazy Boy again but without some consideration or credit issued for this chair there will not be one nick knack purchased. I have sent a number of e mails and left phone messages with no response, I realize I have used the chair and would not expect a full refund but wish some one would contact me and make some kind of effort for restitution.
Kevin of Massillon OH (03/03/07)
I bought a Lazyboy recliner and reclining love seat. Before the warranties were off the chair started to sag in the seat. I called the store and they told me that was not part of the frame and that the warranty I bought was only a fabric guard.
Paul of Galena MI (01/28/07)
I purchased a leather rocker-recliner from a local La-Z-Boy gallery for my wife. I had to go through several gouged/blemished 'new' chairs back in their warehouse before deciding to just take a floor model in a different style that looked okay. I'm glad I did this or their delivery people would have dropped this damaged stuff off and claimed I did it.
Anyway, some months after we began using the chair (my wife is only 140lbs), the front ratchet assembly began making a loud, 'sproing-bang' noise when putting the footrest down. From day one, it did make some noise, but not like this, so I called the dealer. Without even seeing the chair, the store manager tells us that all their chairs make this noise, and he refused to look at it.
I called Corporate and filed a complaint, (only) then did his tune change and I dropped off the chair. A few days later, the manager called back reporting his people changed several parts, but the chair is still loud. Says La-Z-Boy has patented this 'wonder' mechanism and they're all loud. When I went to pick up the chair, he even showed me another brand-new chair that went 'sproing-bang' (Green Acres 'haywire' noise).
Further, he stated he received at least 3-4 customer complaints per month about the loudness. So, we're stuck with this thing. Sproing-bang. Normal. La-Z-Boy changed their mechanism some years back from using a steel wire catch, to a solid metal bar. This is where the noise is coming from.
Allison of Baton Rouge, LA (01/25/07)
I purchased a sofa, chair, and ottoman from Lazy Boy in October of 2005. Our furniture arrived in December of 2005. Overall we were satisfied with our purchased and were looking forward to many years with our furniture.
In December of 06 we needed to have our couch cleaned so we called our dealer and also the stain warranty company on how to have our couch cleaned. We were advised that because of the S code of the fabric that we needed to use a dry cleaning solvent only, not water based. After being dry cleaned the fabric fell apart.
I took in the cushion fabric to Lazy Boy, one day before the warranty ran out, to be inspected. The dealer sent the fabric to the corporate office to be inspected. The service dept of the dealer said that it was not my fault...that dry cleaning was the only way to clean the fabric.
Finally in mid January 07 I received a call that they would recover my sofa cushions, but they had to make sure they had the fabric in stock. Of course, they do not offer my fabric anymore, but offered me $150 instead! Plus I would have to find the fabric and have it recovered on my own. I advised them that this would not be satisfactory.
G.h. of Warner Robins GA (01/14/07)
Purchase date 8/12/06. Model 005237. Paid cash, 1010.50. Account number 0608120267. When chairs arrived, they were wrong fabric. Next set arrived they were of a sloppy workmanship (loose fabric). Order was refused and a request of a refund as 2 sets of chairs were ordered and both sets did not meet to our satisfaction or qualty for type of chairs. The chairs looked as if they were seconds or worse. Factory Rep. looked at them and agreed with the store manager that they met the La-Z-Boy requirements.
Loss of money that we can not afford to lose on our income as we are both in our 80s and retired.
Darwin of Livingston LA (12/06/06)
On July 15th 2006 my wife and i purchased a Lazboy Lift chair for her father (who is a stroke victim) for a price of $1459.46. Within a couple of months the controller for the chair broke. The store took one from a display and we changed it out. Two days before Thanksgiving the chair quit working again. We contacted the store and were given another controller, but this time it did not fix the problem. We called the store and requested another chair, but were told this could only be done by approval of Lazboy and ordered a different chair part.(How ould they order a different electrical part when the chair had not been checked by their service dept.)
The part had not arrived by Nov. 31st. I then call the main office 1-734-242-1444 and spoke to a customer service person by the name of Mary K. After explaining the problem and requesting a new chair she called the Baton Rouge store to check the complaint. She called me back and state the part would arrive Dec. 5th and would be installed on the 6th. The part arrived on the 4th and the service people installed it on the 5th, but it did not repair the chair. We again requested a new chair and were told that a new motor was ordered and this would be the solution. We again called mary k. but did not get any help.
This is a defective chair that is stuck in the up position. My father-in-law has not been able to use this since two days before thaksgiving. Lazboy is no help. The store says their hands are tied, if they had a disply chair a motor would be taken off of it to use. menwhile my fater-in law is out of luck.
My father-in-law can barely walk, has weakness on his left side, he cannot sit in normal chairs because he does not have the leg strength to pull himself up. Due to his condition he normally sleeps in this chair,but since it is stuck and tilted in the upright position this is impossible.
Lacey of Peoria IL (12/05/06)
Last month my husband and I purchased a couch and loveseat from La-Z-Boy Furniture for about $1,700. We went into the store and explained to the salesperson that we were looking for something comfortable and low maintenance. We're a young, busy couple. We don't have a formal livingroom and want our couches to be comfortable enough for everyday use, such as watching movies, etc. We tested out some couches in the showroom and decided on a set. They were delivered a couple weeks later.
For the first fews days the couch and loveseat were still comfortable. After about two weeks, and not even very much use, they became unbearable to sit on. The cushions began to sink in toward the middle of the couch. The back supporting cushions became saggy, deflated, and wrinkly. My husband and I cannot even sit together on the couch at the same time or we sink in to the middle toward each other. Not to mention, they look awful now as well. We called La-Z-Boy and explained the situation to them. They said the first step was to send out a technician to confirm the sub-standard quality of the sofas. The lady we spoke with also mentioned that we needed to unzip and fluff the cushions twice a day for them to look normal - a bit of information they failed to mention when selling us the furniture.
So then a technician (who seemed to be just a normal guy with a digital camera) came and took some pictures of the couches. Now I'm not sure how LA-Z-Boy can judge the comfort of their sofas through a couple photos... but who knows. The technician watched as my husband and I sat down and sank in toward each other and said he had seen our couches in the showroom, and that the couches in our home were NOT up to that standard. We then felt confident that La-Z-Boy would stand behind their product and do something to fix the situation (i.e. replace our sofas, give us a refund, or at least an instore credit).
A few days later we received a phone call from the store manager saying she had looked at the photos and judged that our couches were perfectly normal and up to stardard. Basically, she said we were stuck with them and there was nothing she would do to help us. Now we have a couch and loveseat sitting in our livingroom that we hate to sit on or even look at. My husband and I are only twenty-four years old. We have many, many years of furniture buying ahead of us and we will never step foot in another La-Z-Boy Furniture store again.
Howard of Tomball TX (11/14/06)
I special ordered two chairs, paid for them and then waited weeks and weeks. I was told at the sale I would pay a $80 delivery charge. I was not told I had no say in designating a window for delivery. After speaking to the manager he said to designate a window would cost an additional $40. After spending $4,500 I have to pay nearly $120 for delivery, when I could have rented a truck and paid two drivers myself for that. This is rediculous. Some people have to work for a living (including Saturdays). La-Z-Boy is not being very accommodating.
After waiting nearly two weeks and arguing with both the Store Manager and Customer Service I finally gave in and paid the additional amount. I just want to go on record that they were not honest about their delivery service up front nor that it was contracted and not their own so they have no control over the delivery. I will never do business with them again and want people to beware of them, get things in writing, no matter how nice they are when they sell you the furniture they care nothing about you when the deal is done.
Sandra of Greenacres FL (11/07/06)
We bought a couch from La-Z-boy this year. Sat in it at the showroom and it was very very confortable. Had it delivered and it is the most uncomfortable couch we have ever had. Makes you slouch and hurts your back. We can't sit in it for more than 30minutes without getting a lower back ach. I wrote a letter to La-Z-Boy in July and to date have never heard from them. Have a really bad taste in my mouth about them. I was brought up thinking if you had a La-Z-Boy piece of furniture you had the most durable and comfortable furniture then others. Boy was I wrong. I'll never buy another product from them nor will I recommend them to any one.
Sitting on the couch makes you slouch, so in turn makes your lower back hurt.
Nancy of Marietta GA (09/27/06)
We purchased two reclining chairs and a reclining couch from La-Z-boy in April and received delivery in June. I chose a gold chenille fabric that I saw in the store. The night it was installed, we noticed that it had a rip in the fabric. I called the sales representative about that and some other minor problems. She and designer came out and by then another and more serious problem had been noticed. The fabric had developed light spots that wouldn't brush out, making it appear discolored and unattractive. The sales rep and designer admitted that the one in the store brushed out easily and there might be a problem. It took a few weeks after that to get a service person out.
The service man indicated verbally that he also observed a problem and had never seen the fabric do that and he had no doubt that they would replace it. However, the report that came back to us said that this is normal for chenille fabric and that the snag was probably caused by someone in the house and therefore, they would do nothing for us. I called to appeal and they told me to try the corporate office who also denied the claim twice. I called the sales rep who was very apologetic and she thought that she could get the local sales manager to swap it for an in stock leather couch (vs. re-covering it). We were perfectly happy with that solution except her sales manager, too, refused to do anything. I'm sure that the pictures do not reflect what is captured with the eye by someone standing in the room. All three La-z-boy employees who were here observed a problem yet those who make | 
