La-Z-Boy Furniture Galleries

Extremely poor quality, aggressive repairman - We purchased a custom, very large sectional recliner from the Annapolis Store a few years ago. It came apart and the recliners were broken. I ordered the recommended part from La-Z-Boy customer service. When it got delivered to my house, I then called and set up the appointment, ($90.00). Tony, the repair guy came and was extremely negative and aggressive about the problem from the minute he walked through my door. He said he could replace the part but could not put the sectional back together. And he would not put it back together knowing it would come apart again, because it would not stay gripped to the floor.

I called Leigh Ann at customer service and she sent me a link to order from Home Depot the pads for the sectional, and I was told I needed to re-schedule my appointment. I said fine. But that I did not want Tony back in my house as he was very controlling and threatening. And told me that the customer service people do not know what they are doing and they are just a telephone number and do not do repairs! Upon receiving the pads, after expressing to customer service and my husband writing a letter to La-Z-Boy that we did not want Tony back in our home, who showed up on May 15, 2012, but 2 repairmen and one of them was Tony!

Here is the response I wrote back to La-Z-Boy. Leigh Ann, I am writing you because you were my contact person. The service guys are here and the furniture coasters you recommended from the link below, they said are not the right ones but they will try to use them. They installed what you told me to order and they said they might work out fine, but they are not the ones they would recommend. The process of getting this sectional repaired has been horrible and I would never recommend La-Z-Boy to anyone let alone purchase one again myself. The fact that I had to purchase a part at the request of La-Z-Boy's customer service (I did receive another part from La-Z-Boy for installation as well) and pay to have the service guys come out to put the parts on is not very reputable. And then to have someone back in my home after requesting that person not come back is a total lack of respect for your customer.

Tony was not to step foot in my house after the way he behaved last time. And who showed up, but Tony and another service guy. My husband even wrote La-Z-Boy a letter telling your customer service not to allow him back in our home. He has an edge about him that is very uncomfortable. Hopefully in the future La-Z-Boy will hear the concerns of their customers. I will never recommend or buy another La-Z-Boy product again.

I bought two recliners from La-Z-Boy Furniture Galleries in Henderson. They said they come with a lifetime warranty on frame, and we could take out a warranty for five years to cover fabric. I took it out. One chair, the fabric goes inside the other, has a stain and they want to charge to repair them. I have bought La-Z-Boy before but I wouldn't buy anything else from them if it was a dollar. I'm even going to see about court action. Do not buy a La-Z-Boy. We also bought a sofa. Salvation Army has better furniture than they do. I have recommended them before because we had good luck. Never again. They are crooks without a gun. How can they sell warranties and then no one can force them to honor it. I've seen Nevada did away with consumer fraud division back home. They would step in and help solve the problem.

I have had a La-Z-Boy recliner that I bought about ten years ago and it is fantastic and comfortable to this day. Sadly, I have had to move back to it by myself as my wife and I can no longer sit next to each other on the dual recliner we purchased just over a year ago, at great expense. The dual recliner seat cushions have worn out and let me sink through so deeply that there is no lumbar support at all. My hip began to bother me so badly that I had to see the doctor regularly. I had even used the other side of the sofa so it would break in evenly, but instead, the foam seat cushions broke down on both sides! Luckily, my wife weighs only 125lbs so she can still sit on the sofa, but myself at 195, I am back to my old single recliner by myself.

No big deal huh? Try spending $1,400 and having a nearly useless piece of furniture a year or so later. From now on, I will just buy the least expensive furniture I can and replace it every year or so. The La-Z-Boy reputation and furniture is far from what it once was. I called the store and complained, so they charged me $120 (in advance) to send someone out who told me there was nothing he could do. The foam quality is the problem and the fact that they don't back their product. A one year warranty on foam? What is that? If you weigh over 125lbs, don't bother to buy furniture from these guys as you will be sitting a foot deep in your sofa after a year.

From LA-Z-Boy website: The comfort and durability of La-Z-Boy recliners have made them the perfect choice for generations. Get product details for our stylish and durable reclining chairs, power recliners, lift chairs and more. Available in leather and vibrant fabrics with eco-friendly cushion options. I say - not! At least not anymore! We purchased two La-Z-Boy recliners in March of 1999. They performed incredibly well; we are still using them today and we had one repair, both chairs, of the ratchet assembly that holds the footrest up. This repair was performed after the chairs were over 10 years old. This is what I have come to expect from recliners that are relatively expensive. However, the quality & durability of two La-Z-Boy recliners that I purchased in Oct 2010 are pathetic in comparison:

- Both chairs have had to have the seating area replaced (Seat chaise is what they call it).

- One was replaced in June 2011, under warranty; that chair also had to have the ratchet & pawl assembly replaced already (part that failed after 10 years on previous chairs).

- It took La-Z-Boy until April 14, 2012 to replace this faulty part and they charged me a trip charge of $70 since it was out of warranty.

- When I complained to the La-Z-Boy Corporate Office, Eric in Customer Relations in Monroe MI, he said that I bought it from an independent store even though the store carries a La-Z-Boy name (they are Furniture Galleries of Atlanta); so I would need to contact them.

- When I called La-Z-Boy Furniture Galleries of Atlanta to express my discontent, after speaking with David in Service and his boss, Jerry **(Operations Manager), I was told: I already received a $ 40 discount on delivery; I still paid $70 for delivery actually that was negotiated at the time of sale in order for them to win the sale; the two chairs cost me over $1,500; also, they kindly waived the labor charge for this out of warranty repair and only charged me $70 for the trip charge; I still paid $70 out of pocket for the repair; because of these concessions, Mr. ** said there was nothing they could do for me.

We have only two adults living here, both retired and we have no pets. Additionally, I'm sorry to say I recommended that my wife's sister buy two recliners at the same time, that are equally pathetic; she also paid over $1,500 and has the same kind of quality problems. These chairs did not hold up and I feel they do not meet the criteria for merchantability and thus do not meet Implied Warranty as defined by Federal law and they do not meet the standards espoused on La-Z-Boys own website. They failed prematurely!

We purchased a sofa, love seat and a rocker recliner in December of 2010. It was delivered at the end of the month after Christmas. Since this was all leather, we decided to purchase the extended warranty that covers all unusual accidents or happenings or tears or stains or rips that could possibly happen, so we thought. 4 days after the year warranty was up, we noticed that the zipper on one of the seat cushions in the sofa was broken. We contacted La-Z-Boy who told us that since it was only 4 days past the warranty, it would be covered without a problem. I was told what to do and where to fill out the form and submit. I did so and was contacted by a La-Z-Boy person who told me that this style of sofa does not have zippers. I told him that yes it does because I'm looking at it. I was then contacted by someone else who said that I needed to fill out the paperwork for the extended warranty to cover, which I did. After I filled it out and sent it in, they waited for 6 weeks to send a letter stating that it was invalid since I waited over 30 days from the time I called to send them the form.

I had mailed the form within a week of the phone call. I have now been on the phone and emailing with the service manager from the store where the purchase was made and he tells me that they can come fix it, but it will cost me $60 for my "free warranty repair" that I have already paid for. I told him that no, they will do it for free since I did purchase the warranty for such reasons. Now, they tell me that the broken zipper, which they at first denied the furniture even having, falls under regular wear and tear. And since it was not ripped but seems to have just "happened", it does not fall under any warranty and I have to pay for the repair. Now, I am being told that I can bring it in for $90 to have it repaired. We are not going to load up a $2000 sofa to risk being torn up for them to repair something that lacks quality and is obviously their fault. They tell me that now it has to be done in their store, but I can pay $120 for a pick up and delivery fee to have it done.

They are a bunch of liars and don't even know what they are doing. My wife and I have requested that someone with authority contact us, but even the store's GM will not call us. We have spoken with our sales person and his assistant multiple times, but all they can tell us is that it's out of their hands and they will not do anything for us because they might get in trouble. The term La-Z-Boy really fits this company and their employees from sales people all the way up to general mangers to service people. I would not recommend anyone ever purchasing anything from them at any time. We had plans to purchase more furniture this summer when our basement was finished, but now we will shop elsewhere. These people are not trustworthy and definitely not dependable. Once they get your money, do not expect them to provide any type of customer service ever again unless of course you are in their store to spend more money. They are dishonest and untrustworthy and they definitely do not back their product on any level.

We purchased a sofa/loveseat and a lift chair from La-Z-Boy. The furniture is expensive but very comfortable. The lift chair for my husband has been very helpful. He has Parkinson's disease and has trouble getting out of a chair when he is tired. The lift chair helps him to get to a standing position easily and safely. He loves it. The salespeople were very nice. The delivery people were careful with the walls but were not very helpful when it came to moving the other furniture to other rooms. They would only take our old sofas to the basement, but wouldn't move the love seat to a room upstairs. They told us they have a one-room policy. We're in our 70's and have no way to move the furniture. I even told them I would give them a nice tip but they wouldn't do it.

The sales person elaborately convinced me to purchase a sectional couch. I returned with my wife the next day for her opinion and experienced a nasty display of commission chasing from another salesperson. Regardless, since my wife approved of the purchase, I returned for the third time, on a date that the original salesperson was working, and honored him with the sale.

On several occasions I informed various employees at La-Z-Boy that I had recently purchased a condo and would not be allowed to legally move in my property until the first of the month (the date that the deal would be processed). However I informed them that I would try my hand at getting a very small window to move the sofa into the vacant unit on the condition that the realtor, management/security were present on the date/time. In other words, the delivery could take place on a date/time pending my specific and rare arrangements with various other parties. Since only 75% of the interior of the condo building is complete, booking an elevator and moving is viewed under a magnifying glass. I advised everyone at La-Z-Boy of this fact. I went through great hassle to make these arrangements, i.e. give notice and convince realtor, security, management office, and builder and accordingly booked the date/time with La-Z-Boy.

When my sectional sofa arrived to my suite, I immediately noticed that there were 2 left chaises and no actual sofa. The sectional was incomplete. I was delivered two identical chaises without the remaining part of the sofa to connect it to. The delivery person at La-Z-Boy made a comment: "I thought something was off... who would order two chaises?" If you see these chaises, you would realize that they are not the fancy kind that may stand alone; they are obviously made to be connected to something. I immediately called La-Z-Boy regarding this error. Although they admitted that the order was entered incorrectly by the salesperson, that does not change the fact that I made everyone go out of their way to specifically make this delivery happen. The building seldom gives such permission and La-Z-Boy was provided with this sensitive piece of information. Their inaccuracy is not acceptable.

After several calls back and forth with the delivery person, the La-Z-Boy administrative staff, it became apparent that I would have to attend the actual store to speak to someone with higher authority to ensure that this error is not taken lightly. I attended the store and spoke with the manager (please call me for specific names/locations) and expressed all my concerns. I was informed that the next delivery will be free of charge and that we would be discounted the $112.00 delivery charge. This is not acceptable. I was put in an embarrassing situation as a direct consequence of La-Z-Boy's lack of attention when entering my order. I was advised that it was an honest mistake. The honest mistake delayed my personal and professional obligation for a couple of weeks. The honest mistake occupied countless hours of my time discussing and making arrangements to rectify the error.

I am not happy with the conduct of neither the sales staff nor the compensation offered by the manager. The correct piece was delivered on a later date; however the amount of time I spent making it happen and the compensation I received for such error is not proportionate and leaves me with an unsatisfied feeling. I am tempted to return the sofa however I was advised that it would cost me $200 restocking fee and $100 to have the item picked up and returned. Therefore I would have to pay $300 just to return this item. Not to mention it must all be within 1 week of delivery. In my situation I am not sure if the week commences from the chaise delivery date or the second delivery date. I am left unsatisfied and unheard due to this situation.

I had my mother, Julia ** (91), select a rocker recliner in the 280 location in Birmingham, Alabama. We waited a length of time and then the people who delivered didn't adjust the chair. I went to the store to order covers for arms and vocalized my complaints. You are not interested in repeat business because the people at the desk were not interested in why I was not satisfied with the transaction. Advertising can only get people in the store. If the personnel are as I encountered, you will not be in business in the future. I have heard many stories of similar lack of response of your people. God help you.

I paid $3000. I had furniture (couch, chair, love seat) for 2 weeks when the material started to get deep wrinkles in it. Stuffing in seats is crumpled and bumpy. So I opened up a ticket with the service center. The rep came out and took pics. But I didn't get a call for over 6 weeks. So I called them back. I was told my problem was characteristic of the material. I'm embarrassed to tell people this is new furniture. It looks like it's a 15-year-old furniture.

La-Z-Boy is way overpriced, and the furniture is not good. I will never buy anything from La-Z-Boy again and will tell as many people as I can about my experience to keep as many people as I can from buying from La-Z-Boy. I am very unhappy. Do not buy furniture from La-Z-Boy.

The order date was 24/5/2010. It was worth $3500 - these 2 power recliners (Virginia pf1385) in bordeaux and 2 standard chairs. The issue was reported (Now, it's 4 weeks.) to get someone to come out and have a look at the leather that is peeling off. We do not have any children, so there must be a fault with the leather. I have been given a phone number. Three times I have phoned up, and all I got was an answering machine. The other thing is the 10-year warranty. There's no such thing, when you have to pay $65 for someone to come out and look at what needs to be done.

I have bought 2 brand new La-Z-Boys from The Bedroom in Cranbrook, B.C. and I have never had so much static electricity go through my body. I do love my chairs, but unfortunately I will have to get something different to sit on. Is there any way that you can help me? I am willing to purchase two others from La-Z-Boy, but I will need help doing so. Thank you for your time.

I ordered two La-Z-Boy recliners off the internet in early March for almost $1,900. I received a swatch and a letter stating that I would be contacted. No one contacted me. I called customer service several times and was promised I would be contacted. No one contacted me. For the last 4 weeks, when I look up my order, it states: items shipping soon. I called in again after 5 weeks and was told they should be starting on making my chairs very soon. I've been promised an explanation of why after 5 weeks they haven't started on my recliners after debiting my Visa card on 3/7. Time will tell.

I have ordered 2 sets of sofa on December 18th 2011 at La-Z-Boy, Manchester, MO location. We were told that it will be delivered within six weeks maximum from the date of purchase. With this commitment, I agreed to place the order. As we were closer to six week time mark, I have tried to contact the salesman as well as store manager several times. Each time, I was given nothing but hope about delivery time. Store could not give me a satisfied answer or a confirmed date of delivery.

As we pass six week mark, I have asked the store manager to cancel my order and refund the money. He has refused me and told me that once order has been placed, he would not be able to cancel it. We had no choice but wait. Finally, both sets of sofa arrived on March 21st, 2012, almost 14 weeks later. I have found discrepancy on 2nd sofa; sectional piece is totally on opposite side of the wall. I contacted the store manager asking him what he could do get compensate this matter and delay on delivery. He tells me that it would hurt his store. Bottom line, he cannot offer any additional discount nor correct the issue of 2nd sofa set. Please advise how I could get a resolution on this. Thanks.

We purchased 3 recliners from La-Z-Boy and paid over $2200 for them. Within two years all the fabric in the seat had shifted in two of them and the footrests sagged. Of course, it was out of warranty by then. The third one has never been right. Even the repairman could not fix it. I will never buy La-Z-Boy again and have passed the word to everyone I know about our ordeal. My sister has a La-Z-Boy that is 30+ years old and still works. They don't make them like that anymore.

We had a problem with the La-Z-Boy rocker recliner swivel part. When I called the store, I told them exactly what was wrong and what part was the problem. They sent a repairman and when he looked at it, he said he didn't have the part with him and would have to order it. They charged me a service charge and he said that when he comes back, he would have to charge me another service charge. I refused to pay it and went to the store and made such a fuss that they said okay, they wouldn't charge me again. There were other customers in the store and they didn't want them to hear my problem, so they dropped the charge. I have had the chair about a year or so and now it squeaks so badly you can hardly sit in it. It is so noisy. I would never buy another La-Z-Boy again. Also, the fabric is so bad it is unraveling on the arms and also on my husband's La-Z-Boy. You have the worst customer service I have ever seen. I used to think La-Z-Boy was a quality product. No more. I would never advise my friends to buy one.

We bought a couch and large recliner at the Beaverton, Oregon La-Z-Boy store on March 5th 2012. We picked it up on the 7th and used a nice closed U-Haul truck with padding + bubble wrap to protect it for the short trip home. They came out today March 21st to do an adjustment on the couch recliner as it was loose on one side. We showed them that the frame is bent, plus a large stain is on one cushion but it was not from us. We paid for the $100 stain treatment with a 5 year guarantee. The couch has a stain on it that appeared only after we got it home. It was wet when we picked it up as the salesman said he noticed a spot and cleaned it for us.

My husband had talked to customer service on the phone to schedule the date for a tech to come out. She said they would re-spray the couch but there was nothing on the work order about the stain or re-spraying it. The service tech made a phone call and was going to have them send us out a new couch. A Customer Service lady named Sharon calls after they left and said I noticed you bought this on clearance so we can't just replace it with a brand new couch. We have to service it. It sounds like they don't stand behind their products. We have only had it for approx 15 days. It should not be having these problems at all, no matter the price we paid. She also said the stain treatment does not make water or spills bead up on all furniture. I told her then the sales pitch is misleading.

That's exactly what the salesman showed us and we even saw it demonstrated with another customer a different day. He uses a treated paper napkin where the supposedly many days old coffee in cup is spilled onto the napkin and it beads up and doesn't sink in. Then he uses a regular paper towel to soak it up off their treated napkin. If you put a drop of water on our couch or chair it will sink in so fast that if you blink you will miss it.

So right now, they are going to order a new seat piece but it doesn't sound like they are going to do anything about the bent frame. This is cheap manufacturing for a very high price. The furniture is made with particle board and very little hardwood. We will keep calling and request they fix the frame but right now, I don't have high hopes.

They were also snobby when we first walked in their store with several workers sitting or mulling around and nobody even said hi to us. We were dressed in nice jeans and polo shirt /nice jeans and a sweater. I don't care how you look when you go into a shop. Treat all customers the same as you never know what kind of money they have! We had the money in the bank and were ready to shop. No payment plan needed. I felt like we were not welcomed in their store.

I purchased a La-Z-Boy Dalton recliner in late 2009. By the end of 2011, the fabric had worn so badly there were loose threads and the bottom of the chair is very worn. I filed a complaint with customer care at la-z-boy.com and they said the fabric is only guaranteed for one year. We purchased the additional Guardsman Protection Plan, but it doesn't cover wear and tear. I would expect this cheap fabric from a cheap furniture store, but not La-Z-Boy. As with some of the other complaints, the chair is wobbly and loose and seems cheaply constructed. Evidently, La-Z-Boy has become a cheap furniture store and we will never buy from them again.

I called sales rep within 2 days of delivery to state that the furniture smelled nasty - upholstery smelled like rancid oil. I stated I would try Fabreeze. I called back later to request replacement and was told the time to refund had expired and would only apply store credit. Bad, bad customer service.

I bought a new Reclina-Way recliner with custom fabric in August of 2011. Mechanism is so loose and sloppy that the chair is miserable to sit in. After having the repair man out to our house three times and stating that the chair of the same model and design does not have this sloppiness in the mechanism, they state that the chair is as it should be and refuse to do any thing about the chair. I will never buy another La-Z-Boy product again. But at this point in time, I do not know what else I can do other than taking them to small claims court.

I bought a double recliner from them for $1,800, a brown leather Carmen I paid for the Guardsman leather protection plan another $119. They were going to take my old couch away for free but secretly slipped in another $99.99 and $50 more for the free delivery. The sales guy said he would take care of. So that got me to a grand total with tax $2256.15. They have this for 3 days after you buy no return policy trick. It takes 3 to 4 weeks to get it delivered so before you get your couch, there is no turning back in La-Z-Boy's eyes.

Then in a few months, the foam in the seats of the couch fell apart. After 20 or so phone calls to La-Z-Boy, the said normal wear I come to find out is being judged by a 3rd person subcontractor after the repair guy is forced to come out by me calling and calling La-Z-Boy. He looks at couch says, "Yes, the foam is defective and needs repair." I think I have got all the problems solved but I get a call from La-Z-Boy saying they will not fix if it's normal wear.

Meanwhile, I have a couch with wood that jams you in the rear when you sit on it. Back to the endless phone calls to La-Z-Boy and file a complaint with the BBB, they agree to replace the foam in the seats. Not long after that, the arm on the right side starts to break off so I flip the couch on its face and see the brackets. They secure the arm to the rest of the couch which has no screws in it, so no support and thus breaking.

Yet, another round of calls and teeth pulling, I get another repair guy to look at it. He shows up after being lost in Van Nuys for 2 hours. I help him flip the couch over so he can see the missing hardware and broken wood frame. He said he would put a screw in it but I said what about the broken wood and the floppy arm. He said he would not nor would La-Z-Boy fix it. He gets rude with my wife first. I say something and almost turned into a fist fight in my home. I am thinking I bought this couch to relax not all this stress and drama I prefer not to have. I ask the guy to leave. He continues his rudeness and starts cussing us out. I kick him out and call, guess who, La-Z-Boy.

So here I am with a broken down double recliner flat foam in the seat and a broken floppy arm that makes the recline open on its own. I am truly unhappy. There should not be all this trouble. This is no way to treat a customer. They have lost my faith and have no trust that this matter will be resolved. I have kept my cool and have not liked the rude treatment I have had, let alone a guy trying to fight me in my own home when all I want is customer service. US Quality furniture services.inc will not be welcome at my home after their guy treated me and my family in an unprofessional manner.

In a nutshell, double recliner is still broken. After 5 months, floppy arm that lets it recline on its own and flat foam in the seats two things going on with it. I hope this can help.

I purchased a La-Z-Boy couch and loveseat that had beautiful decorative wood trim. After one year, all the trim had popped off. It had not been moved or bumped, it just popped off! It only had a single staple holding it on. The wood was fine and the company does not warranty the labor to have it properly attached. I am very disappointed in the workmanship of this product. Be careful buying any La-Z-Boy that has wood trim! Under the wood trim is an exposed ugly wood frame with the edges of the fabric stapled to it. I hope others do not make the same mistake I did.

The cheap fabric is peeling. It has fake cushions, and they cannot be turned over or rotated. The cushions are anchored into the arm rests which results in tilted seating. Noticeable sagging- it is far worse than the 23 year old pit group we gave to our daughter for her recording room. Price; it's the only thing that's not cheap about your product. Obviously your object is planned obsolescence. My wife stated recently that we would be lucky to get 2 years out of our new furniture.

In December 2011, I visited 2 La-Z-Boy furniture stores in Torrance and Northridge, California. I looked at and sat in the same leather loveseat in the only color displayed on the showroom floors of both stores (Owen Pow Reclin Loveseat Color Tan). Since the Northridge store was only a few miles from where I live, I decided to take my wife there to see this particular loveseat. She was very happy with the comfort and looks of it, as I was, and we decided to order it in dark brown from a small color sample. The price was just under $3,000.

Before placing the order, I asked if the treatment from the added protection warranty they offered would change the color or feel of the leather. They said no. I put $910.06 down and waited approximately 5 weeks for delivery. When the loveseat was delivered, it had a very shiny and slippery finish to it (like it had been coated with something) to give it that appearance and feel to the touch. I called the store manager, Andrew **, and asked him what it could be. He tried to tell me it was no different from the floor sample, without even seeing the piece.

When I insisted something be done, he sent a factory maintenance worker with a can of leather cleaner (marked in large letters on the can with: Warning. Toxic) and proceeded to wipe down the loveseat. The maintenance worker said that although the appearance and feel of the leather did not change then, when it dried, it would. I gave it 2 weeks, and there was no change in the feel or appearance of the leather.

When I reported this back to Andrew **, the store manager, he said that the fellow who wiped down the loveseat reported that there was nothing wrong with the loveseat. I asked him if the floor sample that I chose from or any of the floor samples had been protection treated, and he said they all had been. So I asked him to come look at the loveseat I received and compare it to the floor sample that I had selected from; he refused, I insisted on them taking it back, and they refused.

Only when I suggested a replacement of the same sofa without the protection treatment did he agree to pick up the loveseat. I asked him if it would be brought to his store, and he said it would. I asked him to please call me when he received it, so we could talk about the difference in the shiny appearance and feel. He said he would, but he never did. I concluded from that that he had noticed the difference and that it was from the protection treatment.

The second loveseat came on the 17th of February. My wife and I observed that it was exactly the same as the first one. Same slimy, slippery finish of the leather, just like the first one. It's very much unlike the floor sample. I refused delivery and was contacted by Scott **, the distribution center general manager. He said that he was very familiar with my order and that he has personal knowledge that my replacement loveseat was not protection-treated, and he further stated, contrary to what Andrew said, that floor models in the store are not treated prior to sale. He told me he is the one who has it done at his distribution facility.

Since the delivery people had not yet left with the loveseat and they would not be taking the loveseat directly to the store but back to the distribution center, I suggested that they leave one section (the back of one side) for me to take to the store to compare with the floor model. Scott ** thought that was a good idea. I called Andrew and told him I would be coming in to compare the 2 pieces.

That afternoon, I took the piece to the store, and Andrew did a quick feel of the piece I brought in and the tan floor model that I selected from. To my astonishment, he said that there was no difference. He called over Swayla **, a sales and design consultant, for her opinion. She said she certainly noticed a difference in the feel of the leather of the two loveseats. Then they both said that it was because the piece I brought in was new and the floor models had been sat on numerous times and that the feel of the leather would be the same in time. I asked how long, and he said the floor models had been there for about 9 months.

I calculated that in my house versus a retail showroom, it would take much longer than 9 months, if at all, to feel like the sample that I chose from. I asked him if he would guarantee what he stated, and he said no.

For the first time, I was then shown a chair from the same group in the dark brown leather, and the finish was almost the same as the piece I had refused twice. I then concluded that although the leather was represented as being the same, except for the color, the dark brown color has a remarkably different finish to the leather then the tan color for the same model loveseat.

No one from the store or the distribution center had informed me of this before or after my purchase. When I brought this to the attention of Andrew, he agreed. The tan felt like leather in its normal feel; the dark brown felt slippery and slimy. The dark chocolate chair was never shown to me prior to purchase, and I don't think that Andrew or anyone else in the store were aware of this difference in leather from color to color.

I called my wife to explain what I had ultimately learned was the problem with our loveseat. She said that for $3,000, we should not have to settle for what we did not order and that the loveseat delivered to us was not what we ordered and was not of the same leather as the floor model. She also said that we should have been made aware that there would be such a vast difference in the feel of the leathers from color to color. I agreed with her and told Andrew that at this time, I am still refusing the second loveseat and was leaving the piece that I had brought in for comparison at the store.

I asked him to please give me a receipt for the piece I was leaving. He refused, telling me that I would be charged a 30% restocking fee if I did not accept the loveseat. I told him that the loveseat delivered was not as shown or represented. He was indifferent to that and repeated the 30% charge for restocking. I took a picture of where I left the piece in the showroom and left the store.

I am requesting a full refund of $910.06, the total amount paid at the time we placed the order, because we did not receive what we ordered.

I bought a leather recliner & sofa and upholstered recliner from Lazy-boy in November 2009. Over $3,000.00 for all three items. In addition, I bought a 5 year warranty. The leather recliner was delivered in January 2010. 6 months ago, I noticed subtle orange marks along the seams and seat cushion area. Now these discolorations are very noticeable. The warranty doesn't cover fabric defects. Called lazy boy customer case. They sent a representative to take pictures of the leather recliner. The man was in my house for 5 minutes.

I noted the sofa was bought at the same time and delivered before the recliner and has no wear marks. The man replied he was there only to take pictures of the recliner. I would hear from Lazy Boy in 3 to 5 days. Called Lazy Boy on Feb 15 and 16, because I had heard nothing. On Feb 20 received a call saying the wear was "natural" and was given the name of a Leather repairer "Uniters" and their number. Asked for complaint to be elevated to supervisor. A few things, if wear is natural, why is there no wear on the couch? Why did it take the materials dept over two weeks to furnish an answer if wear was natural. Wouldn't they have looked at the pictures and knew right away it was natural and gotten back to me sooner. I also asked for a copy of the report and was told they will see if it can be furnished.

I am very unhappy to say the least with the way they have handled correcting their mistake in design, selling me an unpractical set-up and ripping me off. Their designer gave me a plan which caused two of the recliners to collide with one another, while also negating the use of the corner seat. I contacted them when I realized this design flaw after the installation and asked them what the solution was. They said to my alarm, "Do not have two people use it at once!" I told them that the problem could be fixed by returning the corner piece and aligning the recliners in a row. They stated I could not return the items because they were custom pieces. I was surprised to hear this since at no time was I informed that these were custom pieces. There was not even a color option.

After much, too much hassle with management, they agreed to take the errant pieces back, 2 out of 9, with a 30% restocking fee charge. It is not right to be charged a restocking fee since it is their design that is flawed. I finally just accepted the offer to be done with this extremely disappointing experience and speed up the process to have a resolution.

It has now been 10 days since I was promised that the 2 pieces being returned would be picked up. I have not heard from anyone and I cannot get a hold of anyone. I have called the designer and the management dozens of times. I have left several messages. I have not had any return phone calls. They have not attempted to fulfill what they said they would do. Beware, they are not trustworthy.

I bought a set of 6 home theater recliners in August 2009 and have nothing but negatives to report both on the quality of the product or lack thereof, and the store and staff itself. Do not buy here! You will regret it! Their snooty, don't care attitude becomes apparent the minute you've signed on the bottom line.

- $1700 per piece should give you better quality and warranty.

4) If possible, buy only store-inspected model.

After complaining through the BBB, the process ends in case closed, no help. They have out-of-warranty excuses. At least we can warn other unsuspecting customers if they care to google La-Z-Boy complaints before shopping there. Customer service is generally on the decline, but some business will decline faster than others if they build cheap and sell expensive products.

It took some time, but after calls to customer service and a visit to our local La-Z-Boy Gallery, where we purchased our sofa. They agreed that we were having an unreasonable amount of problems. They gave us a store credit for the full purchase price, to pick another item from the store. We are very pleased with the outcome.

Sofa is not even year old and cushion has huge dents (holes), you will fall in when sitting. Reclining the sofa is loud and uneasy to do. Arms on both sides are loose. I'm very unhappy.

Fifteen months after the purchase of a Lazy Boy leather recliner, the finish of the head rest began to peel off. I have been in contact with their complaint representative. I gave the info required. Then I was ask to send picture's of the problem area to a email address... comfortcare@la-z-boy.com. I am waiting for a reply. I have seen many post on various Internet sites with negative reports. Wish I had done research before the purchase. I would not have brought this junk. Consumer be aware!

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

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