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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:
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
Uliana of Belmont CA (11/01/08)
I sent emails to Mr. P, the owner of all seven LA-Z-BOY in the bay area, on 1/17/2004, 12/06/2004, 12/10/2004. I explained that the two reclining massage chairs I purchased did not have the massaging power of those chairs I tested at the store. I explained this also in an e mail I sent to Ms. R on 10/25/04. Both of them refused to replace the weakly massaging chairs with ones conforming to the ones I tested at the store or to give me back my full refund.
Both chairs have discolored within a couple of months. J of Crownsville, MD October 29, 2008
J of Crownsville MD (10/29/08)
We utilized their design services and subsequently purchased three pieces of furniture from LazyBoy...all three had problems, and both the designer and the salesperson left the store. I have been dealing with the manager of the store since July, and we have only addressed the problems with one of the pieces of furniture. In short, we ordered a chase lounge. they delivered the wrong configured piece. We ordered a chair and a half with a matching ottoman/table. the table arrived scratched and the design of the piece will only continue to scratch the table top if the ottoman is used as an ottoman (it can only be used as a table). And we ordered a sectional that still is not assembled correctly.
They've ordered additional pieces, we have had service out on no loess than SIX occassions. It won't stay connected together, and the recliner is cock-eyed. I have been asking for the last month (and 2+ service calls) to have the piece replaced. In total, LazyBoy has had our money since MARCH and we still do not have satisfactory furniture. On no less than FOUR occassions, we have called service; their phones don't work. We call the store, they forward us to service, and the phones don't work. We call the store, they send an email to service asking them to call us, and they do not. We talk to the manager, she says she will get back to us.. and she does not.
From a customer service standpoint, I absolutely see problems in LazyBoy at every level. Honestly, I thought we bought furniture from one company, not a bunch of dysfunctional departments. loss of time, loss of utilization of home; approximately 6,ooo towards funriture. Emotionally, I am a wreck trying to get this fixed, dealing with a store manager that does not call back, and who is more interested in telling me about her staff than actually getting the corrected furniture to me. Shanell of San Ramon, CA October 28, 2008
Shanell of San Ramon CA (10/28/08)
I saw a sofa on sale at lazy boy and I loved the sale but requested to pay an extra 100 dollars to change the color to match the chair I had recently purchased. I placed it on lay away. I received a call a few weeks later from the sales lady who helped me stating that they had discontinued the color and offered me another option which was the same couch I had seen before when I originally purchased my lazy boy recliner but I did not want to pay such a high price so I decided to find one more in my price range thats when I chose the other couch which was several hundred dollars less on sale. They told me I had no other choice.
I was told if I did not pay it off they would take the money I gave them down for a storage fee. I was disapointed and decided I would continue making the payments It is a hard ship and I am very up set that they were not willing to be more helpful I feel I am stuck paying more than I can afford. Gerald of Britton, SD October 24, 2008
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