Complain about a product or service

La-Z-Boy Furniture Galleries

La-Z-Boy
• Sales Practices
• "Lifetime Guarantee"
• Wrong Model
• Delivery Delays
• Sofa Problems
• Graphite Stains

For many consumers, the recliner is the best place to spend the evening. If you're among them, heed the advice of the La-Z-Boy customers we've heard from:

• be sure you understand the terms of the warranty;
• be very clear about what model you are buying; make sure the model is correctly specified on the invoice;
• be sure the anticipated delivery date is specified on the invoice;
• be certain the specifications of the model you're ordering are the same as the floor model you see in the store; and
• pay with a credit card. If the item doesn't arrive on time, or if it's the wrong model, you can dispute the charge through your credit card company. If you pay cash or write a check, you have very little leverage.

Keep copies of everything and if things go wrong and the store refuses to make it right, don't hesitate to go to Small Claims Court. It's your best hope of getting matters straightened out.

A last word of advice: Don't get too la-z. Whatever your age or physical condition, it's important to get up and move the carcass around every few hours.

Here are a couple of the most recent complaints:

Gerald of Britton SD (10/24/08)
This recliner (Lazy Boy) was purchased about 6 years ago. It did not leave the black graphite markings at first. Now it has left 2 markings about 18 inches long and 4 inches wide -- ruining my carpet where this recliner sat. It cannot be gotten out.

It has ruined my new berber carpet in this spot. I will always have to have a chair sitting there.

Thomas of Brigantine, NJ October 24, 2008

Thomas of Brigantine NJ (10/24/08)
the furniture has been fixed twice,and it's broke again. now i have been told it's too late. I WANT SOMETHING DONE. 3000.00 of furniture. the serviced rep lied to me saying he orded the parts,and he didn't WAY BACK IN APRIL.

what kind of business are [they] running. I WANT MY MONEY BACK. JUNK AND LIES. NEXT TIME I,LL GO SOMEWHERE ELSE, AND SO WILL MY FRIENDS.

J of Agoura Hills, CA October 18, 2008

J of Agoura Hills CA (10/18/08)
I ordered my chair on July 6, 2008. After the most frustrating experience I have probably ever had with any purchase, the chair was finally delivered, as ordered, today - October 18, 2008. The original salesperson from whom I ordered the chair evidently neglected to write down the leg color on the order. So the chair was delivered (for the first time) with the wrong color legs. I refused the delivery since it came at 6:45 AM (before the 7-11AM window)and the store was not yet open.

At 10AM that day, I called the store only to learn that my salesperson had been fired because she didn't get along with the other staff members, a fact that was none of my business and of no concern to me. When I finally got through to the manager, Richard, (he is seldom at the store and doesn't return phone calls), he told me that I would have to return to the store to select the leg color in person so that he was certain to order the correct legs. As it turned out, the legs were not in stock and I was told I would have to wait another four weeks. Richard promised to call me to let me know when the legs were received. He never did.

When I finally reached Richard a second time, he told me that the legs had come in and that he would have them changed out and schedule a second delivery. No one ever called me. I had to chase them every step of the way. The second delivery attempt was made on October 3. To my disbelief, the original legs were still on the chair. Once again, I refused the delivery. Due to their apparent incompetence thus far, I feared that that if I did accept the chair, LaZboy would never rectify the problem.

In the interim, I had already left two voicemail messages for the Vice President, Mike, at Corporate Headquarters. He never had the decency or courtesy to return either of my calls. In our current economy, where people don't NEED furniture to survive or tend to have 1000 to spend on a chair, I would think that a company such as LaZboy would be especially diligent with their customer service efforts. I found them to be incompetent and exasperatingly uncommunicative. I demanded, and negotiated, a 30% refund but this, too, took a dozen or more phone calls to achieve.

I would NEVER make another purchase from or make a recommendation to LaZboy. They appear to make a nice product, but I am now concerned that if anything goes wrong with my chair, having the problem resolved will result in another disastrous experience. Of one more thing LaZboy can be certain. Should there be a problem in the future, I will not waste my time chasing them for a resolution. I will make one phone call and if my problem is not addressed immediately, I will direct my time and efforts to filing suit in Small Claims Court.

Crystal of Talent, OR October 13, 2008

Crystal of Talent OR (10/13/08)
We bought a sofa and love seat. About a month into it I noticed the zipper on the love seat wat split open. I was able to get it zipped down and up again but a bout a week later it was split again so I called La Z boy and they sent Aaron the tech out. he unzipped and zipped it several times and said its fixed but if I had a problem to call again. Well 4 times later and him coming out he finally said he would order an new part (?) and have it replaced. 3 weeks later i called and asked if it had been ordered He said yes that they would come and get the love seat. 2 weeks later they did and had it for 24 hours.

Aaron called said the upholsterer was done they're bringing it back. Great I thought that was fast. Aaron told my husband everything was replaced and they put extra stitching in it so when I got home I check it and they didnt replace the zipper they stitched it closed all the way down with whip stitches. Shocked at being lied to I called and talked to the manager Allan I told him the story and was very calm about it and he laughed at me and called me a liar that aaron never told me or my husband that he replaced it. I was upset about that and asked to talk to someone hire than him he than asked if I wanted his mothers' phone number. I told him Yes if that would help. he again laughed at me. I asked him why he was laughing and he said I dont know what you want I had it fixed I told him they did a patch job and it wasnt fixed. He again laughed and said yes it was. I told him that if the whip stich was removed that the zipper would slpit again so how was that fixing it? He asked if I was a pshyic that i could tell the future.

Being extremely upset and feeling my blood pressure rise at unsafe levels i again asked to speak with someone else and he said I could call corporate and I could get the number myself I hung up on him. 10 min. went by and i called the office again and talked to the receptionist and she told me that Allen is the owner!!!!!! But to get on the internet and to look for the number, She apologized for her boss. About 1 hour after that Aaron the tech called and Said yes he did lie about the zipper and he was deeply sorry for it thatit was a personal choice to lie about the zipper.He said he took the cushion to the upholsters and he didnt find anything wrong with it. So Aarong said he did the whip stitch himself. Well that was another lie I caught him in because the cushions arent removable! He said He taked to his boss and that he would come over and remove the stitching. I told him then the zipper would bust out again and he tried to tell me no it wouldnt. I finally told him I would call him back and hung up. I am very upset over this. I contacted La z boy corp. and filed a complaint they said they'd do an investigation... so who knows. Very disapointed.

Brittany of Greenbrier, TN October 8, 2008

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 October 6, 2008

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