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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:
Shelia of Decatur GA (11/19/08)
My mother and I two senior citizens went in to the Lazy Boy store in Lawrenceville, GA 30044 to purchase a sectional sleeper sofa, we called before going in to get an idea price wise how much this piece would cost with the bed. I was quoted 3,000, traveled 40 miles from our home to this store on Saturday, September 27, 2008, spoke with the salesperson Cheryl. told her what we wanted. went over figures. the cost was over 4,000. we left the store with a no thank. Got a call at home to asking us to come back this could be worked out.
We purchased what we thought was our sofa bed that Sunday, September 28, with a comfort air mattress only to have it delivered on November 14, without the sofa bed and to be told that the salesperson remembers talking with us about it but thought we changed our minds. My mother and I are now the owners of a very expensive sectional sofa without a bed and holiday guest who will be inconvenience because of this and the store manager Doug says he is sorry, but there is nothing he can do for us unless we are willing to pay an additional 800 for the sofa bed. This is very upsetting to both my mother and myself and the unfairness of this smacks at misrepresentation, we feel cheated.
We are stuck with a very expensive sectional without a bed that we need and we simply want what we paid for and therefore need your help. Dona of Hamilton, OH November 19, 2008
Dona of Hamilton OH (11/19/08)
Approx 18 months ago we purchased a lift chair,with heat, by Lazy Boy at Riley's Furniture for my 75 year old mother, who is a not only a cardiac patient but has had 5 back surgeries. I wish I had kept better notes, but within a month the chair got stuck in the position with the foot rest up. She required a neighbor to help her get out. Riley's came, took the controller and in approx 2 weeks came out and put the new controller on. The same thing happened again within one week. Same procedure. This continued to happen approx. 5 times. The last time resulted in an injury to her trying to get out of the chair. I was fed up, called the manager at Riley's. He explained they were under contract with Lazy Boy to do the repair. I talked him in to giving her another model (which was actually a floor model, no choice in color, no heat and slightly used, but we thought at least it will work. This was around June of this year. The controller has been replaced once and is now out again. Everytime it needs replacement, she is without her lift chair approx. 2 weeks. I have contacted Lazy Boy without any resolution. They reiterate the fact that Riley's provides repair, but I feel Lazy Boy should hold some responsibility for the obviously defective controller. We even contacted a local newsman who odes consumer complaints. He advised we try to work with the distributor.
My mother has suffered personal injury, bruises, scrapes (she is on Plavix and experiences severe bleeding). She has had to depend on neighbors or family to come and assist her with getting out of the chair in the reclined position. I feel we have thrown away approx 900.00. She is at this moment in the hospital, while her chair at home is stuck in the lift position and I don't know what we'll do when she returns, due to her weakness after her illness. Joan of Broomall, PA November 13, 2008
Joan of Broomall PA (11/13/08)
My husband and I purchased a sectional sofa in leather plus a rocker, recliner Sept. 1st. We also bought a sofa table and another piece for our TV. The cost was approximately 7,000. Before we actually chose the furniture the salesperson and a decorator came out to see what size furniture we could purchase because we had just constructed a new family room. They did measurements,etc. and we later met with them at the store at which time they showed us the options of the pieces we could purchase for the room.
When delivery was attempted approx. 5-6 weeks later, the delivery men called me out to the truck and unloaded the corner piece of the sectional which was a completely different color. The salesperson came out too to make sure the delivery was ok and to help place the furniture. She tried to get me to keep the piece which was the wrong color until they would make a new one. I would NOT accept that piece. I did, however, say I would take the others.
Then the fun began because when the delivery men saw the entrance where the furniture was going through they said it would not fit. They wanted to take out my new picture window at which time I said no way. They then helped my husband take the storm door and inside door off. They did get everything in when they removed the feet on the bottom of the sofa and loveseat. However, we were told the corner piece did not have removable feet. The feet are molded to the chair. In the meantime, within a couple of days we noticed defects in the workmanship in the pillows, arms, and one back pillow to the sofa and loveseat.
We had their guy come out. He took pictures (20 of them) showing the things that we thought were not correct. He also pointed out a couple himself that we didn't notice. However, last night I received a call from the Manager at the store we made the purchases and he told me that Lazyboy feels the furniture was made to spec and that they would not do anything for us. I asked him what about the corner piece we are still waiting for. He didn't or he acted like he did not know anything about that. But he would look into it, but he would be out of the office the next couple of days.
I told him we were going to take them to court. PS--They measure the door, the room, etc. and made a drawing but still did not get it right! I am being forced to pay monthly payments on furniture I still am not satisfied. It has caused great aggravation and stress to say the least. It is so uncomfortable sitting on the sofa because the pillows move around because the corner piece is not attached where it should be. Sharon of Lodiwi, WI November 10, 2008
Sharon of Lodiwi WI (11/10/08)
I have a broken part in my chair, I was asking questions about getting it fixed they were very rude in answering my questions,mainly about the issue that is was not purchased at their store, the La-Z-boy store I purchased it at is no longer open. could you please refer me another store in the zip code of 53555 that would beore pleasant to work with because their service department is so busy it will be days before they can contact me. They couldn't listen long enough for me to explain I am in hurry for the repairs.
Ginny of Sycamore, IL November 6, 2008
Ginny of Sycamore IL (11/06/08)
We went to La-z-y Furniture Gallery since we thought we would be getting the highest quality product. The customer service at the location we visited was more interested in pressuring us to purchase the 50 per chair lifetime warranty on the fabric, which we declined, because experience has shown that there is always some reason why a problem you have is not a valid claim. So we avoided that charge in spite of the intense pressure exerted both by the salesperson and the store manager up until the minute we walked out the door.
Our chairs were to have custom fabric and with the suggestion of the salesperson, the wall away recliner model for space savings, a sample of which they didn't have one on the floor. The salesperson told us the chair would be just as solid as the floor model without the wall away feature. Trusting our perceived image of Lazy Boy quality we ordered the chairs for 800 each putting down a 1/3 deposit. About 12 weeks later we got a call requesting the remainder of the balance to be paid before the chairs could be delivered. Once again we ignored the warning bells, realizing we were purchasing chairs we had never seen.
The chairs were delivered. The special order fabric was not of the same quality as the swatch we saw at the store. The construction was incredibly flimsy. The worst part of it is, the chair is extremely unstable, and any shift of weight or movement results in annoyingly loud creaking noises. After sitting in these chairs for about two weeks the instability and noise got worse and worse. I can imagine what it will sound like in a year if the things don't fall apart before then.
A serviceman came to inspect the chairs. We were told what we were experiencing was perfectly normal and there was nothing wrong with the chairs. Part of the reason the chairs were so unstable is because they were sitting on carpeting. We moved a chair to a tiled floor for the serviceman and the chairs wiggled and creaked just as bad. The serviceman had nothing to say. We asked if the chairs could have the regular reclining system installed to replace the wall away feature. The serviceman insisted there was nothing wrong with what we had. He was reluctant to leave us any paperwork to substantiate our claim. After pressuring him we were able to take a copy of the blank service ticket.
After reading about the large amount of problems and claims consumers have had with lazy boy, we seriously doubt if anything will come of our dissatisfaction. What we intend to do is spread the news regarding our terrible experience to everyone we know and ask them to do the same. We will never shop at Lazy Boy again. With the poor quality of their products, disgusting sales tactics and a warranty that means nothing, it is a wonder that they continue to be in business. We paid almost 1,800 for. Anyone out there shopping for furniture AVOID LAZY BOY! Uliana of Belmont, CA November 1, 2008
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