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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:

Richard of Renton, WA August 25, 2009

I special ordered a chair on 30 April 2009. I was assured that it would be here in about 6 weeks. In less than a week it will be 4 months. On 30 June 2009, I called the Lazboy store where I purchased the order (2 months earlier) I was assured, again, that my chair would be shipped on the 27th of July.

Today I called the store again, and I was told that my chair order has yet to be processed in the future. Highly Elavated Blood pressure. Total Disgust with Lazboy. Generally having realized that working with Lazboy has been a very unpleasant and not-so-very-fun outfit to deal will.

Retta of Mesa, AZ August 25, 2009

On 8-14-2009 we purchased 2 chairs from the store at 1430 S. Power Road in Mesa. They are blue leather. We were told by the salesman, Eric Roberts, that the chairs would be in the store on Tuesday, 8-12-2009 and we could pick them up. We had made arrangements with a friend to borrow their pickup to pick up the chairs.

I called the store and asked if the chairs were there and I was told No and they would be there until Tuesday 9-25-2009. I talked to Mr. Roberts and he said due to the mixup the chairs would be delivered to us free of chaire and that the delivery truck that would be coming from the warehouse would come first thing to my home and bring the chairs. I called the store and was told no one knew anything about the chairs, delivery etc and I ask to speak to a supervisor and was told there was no one in the store but they would Mr. Roberts and he would call me back.

After waiting and waiting I got in my car and drove to the store. Mr. Roberts was there and he tried to "explain" all this away and that he had just called my home and left me a message that the chairs would be delivered Thursday. No one ask me if that was a time I would be home and further more I do not want to wait any longer for the chairs. He then started telling me that he would get the chairs to me today by 4 p.m.

I had recommended to a friend [this] store and they purchased 2 chairs from the same man and they are having the same problem. Either [they] have the chairs or [they] don't. I told him if the chairs are not in my house at 4 p.m. the sale will be canceled I don't need emply promises I need chairs to sit on.

Dan of No. WIldwood, NJ August 24, 2009

Purchased a La-Z- boy rocker recliner in March after seeing one in a La-z-boy store. This was a high seat rocker and felt very comfortable in the store. At first my FEET did not touch the floor on this rocker? Thought it weired called La-z-boy and they said that is normal but should come down some when the seat flattens out. Oh well.

Then a few weeks later I started hearing squaking when anyone rocked. It got worse and worse. Alos the seat seemed not to fit right??? By this time I had had enough. I called and it took two appointments and several weeks to findly have a tech come out who shook his head upon seeing this and his feet also did not touch the floor!!! He took pictures worked on it for almost an hour and wanted to order the following parts. A new seat. Left and Right swing assembly and 1 rocker base and he would bring new hardware to fix the squeak! THIS IS REDICULOUS.

This is a 1000 piece I thought would last me as long as my Lane rocker recliner swivel base unit I had for 10 years! They will not exchange this piece of JUNK! I have to wait until major surgery is performed. Talked with their Robotic customer relations and now I can see why these type of positions should be taken by automated answering machines

Frank of Seattle, WA August 21, 2009

Bought two recliner chairs for 1207.35 on 6/18/09 with a down payment of 600.00. We were told of six to eight weeks for delivery, To date no receival of our chairs and unable to contact the sales address. Their In -Box is full. Very discusting for retired persons.

Patrick of Seattle, WA August 21, 2009

I ordered a sectional sofa from La-Z-Boy June 1, 2009 for 3798 and paid half (1899)at time of sale. I was told it would take 8 to 10 weeks. I contacted Monique Sivells the Manager of the store I ordered from after about 8 weeks and was told there was no way to track to order but that she should have more information soon. I waited another week and called, she had no inormation for me. I called the following week and she said she would get back to me that day. Her tone was abrupt which suprised me as we had up to that time had a friendly relastionship. By late afternoon I had not heard from her and was getting the feeling I was getting the run around so I drove down to the store. Monique was on the phone and avoided looking at me. I inquired about my order to a sales associate, she briefly got on the computer then told me it was too late in the day to look up the order and as it was a Friday afternoon I would have to wait until the following week.

At this point I blew up, yelled at them for their terrible customer realtions and stormed out. I called the follwing week only to get a message that said they were closed for inventory. Later I find out that the stores are not run by La-Z-Boy but are franchises and that La-Z-Boy and the franchise owner are suing each other. I still have no idea if my order has even been sent in, I have an empty living room and no sofa. Am I out my 1900? If La-Z-Boy cared about thier customers you would think they would try to contact us and try to explain what is going on! I am a resonable person but enough is enough. All I have gotten from them is the run around!! I want answers.

Christina of Riverview, FL August 19, 2009

We bought a sofa and love seat on 6-6-09 and were informed by the sales associate it would take 4-8 weeks, more like 4 and it rarely goes over 8. We were moving into our new house on 7-16-09 so we had time to wait. The week we moved into our house we called on status (because the associate never called to update us) and were told both items were not even in production. We were told possibly 8 weeks exactly.

Eight weeks came and we called the associate on a Tuesday who said she'd check the order status and call back that day. Thursday came and still no call so I became irritated and called to speak to the manager- actually received his email. My parents, fiance, and myself all emailed the manager. He responded the next day and basically said it's a 'special order item' and could take 8 weeks and he was sorry we didn't receive a call. The order wasn't special, it's a couch and love seat they had on the floor- I saw three stores in Tampa with these.

I received a call a week later, now this is probably the last week of July, and the associate said he items were going to shop Aug 10th and arrive on the 20th; she said she would call with more news as she received it.

Today is the 19th of August and I called for status. The associate said she's not even sure if the items shipped and would call back. I spoke with her at 1 and at 5:30 when I got off work I called and she was gone for the day. I spoke to a manager- actually started screaming obscenities and threatened to show up today shooting employees. The manager said he’d check status and cal back.

I did receive 10% back in July but I am not satisfied. I can't get a straight answer on what the delay is and the associate is a really irritating me. I plan to go in this weekend and say something to her directly. If I was informed on what was going on, I wouldn't be so upset. This store has NO communication with its production center. I paid over 2k for 2 items and the couch hasn't even been put into production.

Carol of Redmond, WA August 19, 2009

I ordered a couch, loveseat, recliner, ottoman, coffee table and 2 end tables on May 3rd and still have not received them. I have called numerous times and all I get is the run around. Last week I decided to go to the stor and speak to them in person only to find out they were closed for inventory, on a Wednesday and Thursday???

I called their corporate head quarters and explained I wanted to cancel the order and did not want to have to pay their 50.00 restocking fee for each item nor the fabric protector on the leather furniture. They are still unable to give me a staright answer as to where my furniture is.

cari of tukwila, WA August 18, 2009

I purchased a LazBoy sofa and 2 chairs on 5-28-09 and I have not received them yet. I love lazboy as a company and I love their product. All of the furniture I have is from Lazboy and it has always been the best of quality and service. This time around my order has taken much longer than expected but I have been informed that they have been taken over by a company called SPCI.

I have also been told that the previous owners were franchised from Lazboy corp. and that they are the ones at fault for my order taking so long. I was told that this new company is here to clean up the mess that they left behind and that they are honoring all of the orders left from the old owners. I am confident that I will receive my furniture and I will love it when I do get it. I understand that things happen and as long as they are willing to get me my furniture I am willing to wait a little while longer. I once worked for a company that had this happen to them and it was very difficult for all involved to handle and having had that experience helps me see that it is not the sales persons fault or this new companies fault. I have read some other reviews and they all put down the sales person but really they do just work for the company to feed there families and they have faith I am sure in this new company!!! So for the time being I will too.

Joyce of Brockton, MA August 13, 2009

We own a La-z-boy recliner and it is 9 years old. We were under the impression that it was warranteed but when we called out a service person we find that we are not under any warrantee. We paid 165.00 for the service person to diagnos the problem. We were supposed to recieve parts in the mail and then have the person back to do the repair again at our expense. We have been waiting since May for the parts and no one seems to be able to tell us where or when we will receive these parts. With the money already spent and the anticipated money we could go an purchase another chair elsewhere and get a whole lot less aggravation. I would suggest that no one ever buy a La-z-boy again.

Michael of Lake Stevens, WA August 12, 2009

02/16/09 we go into the La-z-boy store in Lynnwood, WA. purchase a recliner and sofa - give them the requested down payment of 846.39 As requested by them, on 04/24/09 we pay off bal of 1974.89 prior to expected delivery date of 04/28/09

05/15/09 - furniture arrives at our home but it is a recliner and a LOVE SEAT not a sofa. They tell us they will re-order - that even though our receipt was correct for the sofa the salesperson keyed in the wrong number to the manufacturer and ordered the Love seat. They did leave the love seat for our use until such time the Sofa arrives -- makes the appearance of the living room look awful! I spoke to the store manager John and asked that he expedite the order. He tells me that they don't do that - there are orders "ahead" of ours that need to be done first. We ordered 2/16 - how can anyone be ahead of us!

Couple of days later, we talked with the salesperson, Laura. She is apologetic and offers a set of coffee/end tables for our trouble. My husband states he doesn't want it - he wants the order made priority so we can have it prior to a family reunion in July. She can't do that because there are "orders in front of ours"! (BYW - we did get to take the tables - or at least there is an order pending for them). She also told me we got the sofa for the price of the Love seat which I do not believe. On both my original receipt and the re-order, it has the same item number and I would think the item number equals the price.

07/04/09 - We contact store manager for status on delivery. Tells us our order is not even in the queue! Another request to determine status and call us back -- never responds. 07/27 or 28 - We contact sales person (Laura) for status - she does not return our calls.

08/03/09 - I call John for status. He tells me the owner has lost his franchise and Corp has taken over! OMG! Where is our furniture or money?! He says they will know in a day or two what Corp is going to do and he is going to have all the sales rep (and he) will be calling all customers with pending orders to let them know what is going on. NEVER called back.

08/09/09 - Called John for status. Knows nothing but "corp will make this good as they have a reputation to uphold". There is a meeting Tues with them and he will let me know as soon as he knows something. I said I want a call regardless. John indicated they don't call if they have no info to share. I told John in my opinion as "no call" is an indication you don't care about your customers (admittedly, I have said that numerous times since May) I asked if we are going to just never get our furniture. He indicated he was confident it probably would ship soon because other orders "in frt of ours" (again in frnt of ours) have been shipped. I told him it was important for us to have it prior to the end of August for a big family gathering - he thought that to be possible but can't / won't confirm.

08/12/09 - Once again - no call back - no info - no furniture. They just don't care! They have our money - they have no incentive to produce - we are sooooooo frustrated. At this point we would love a refund and move on. -- If the owner lost his franchise, I would say that's not good news and would bet we are not the only customer in need of help getting their order. Am beginning to believe we've lost our money -- DO NOT BUY FROM LA-Z-BOY!

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