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:

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!

Mike of Garland, TX August 12, 2009

I shopped for a leather couch and love seat at this store. I was considering purchasing but was keeping my daughter's large dog temporarily. The clerk said it was no problem that he had a warranty that would cover any damage the dog did so I purchase the warranty for 256. The dog scratched the cushion and I called to make a claim. The warranty did not cover the pet damage.

I called the salesperson back and he recalled the sale including the issue with the dog. He asked me about my filing the claim and said "You didn't tell them the truth did you?" He explained to me that in order to get pet damage covered you have to lie about what caused the damage. He told me to file a second claim under a new warranty policy and lie about the cause of the damage and I refused. The repair is estimated at 357 and the customer service rep told me there was nothing that she could or would do.

Wally of Arlington, WA August 9, 2009

On 4/26/09 we ordered 2 recliners and a sofa and was told it would take 8 weeks and we paid a deposit with our credit card, the items that we picked out was one of the 3 fabrics that was standard and not special order, i called at 8 weeks an was told there was no update and to call back in 2 weeks,I even tried to call corporate but they said everything goes thru your local store and i could not speak to the regional manager, the next day our salesman said the recliners were built and waiting to be shipped, after many phone calls to find out if they were at the store or at the warehouse he said to call him the next day for more information and when i called the next day they said he was let go because of the economic cutbacks but my chairs would be at the store the next day, when we arrived at the store to pick them up(80 miles) they were supposed to be delivered the chairs were not wrapped up and 1 had a tear seperation in the back and stains on the other so we refused to take them and the sales lady working there was very rude and started throwing the cart around and i was told i needed to talk to the manager on Saturday,( No word or update available for the sofa yet) On saturday morning i called the store to ralk to the manager and he was busy and the lady said he would call me back right away, after 3 hours of waiting i decided to drive to the store again to cancel this order and get my deposit back and when i arrived at the store i had to wait to talk to him because he was busy with other people who were complaining about there order and not getting it when they said, the saleman said they have a lot of mad people right now about the long delays with there orders I order these items on 4/26/09 and as of today 8/8/09 still no word on the couch or getting a refund of the deposit so i filed a dispute with my credit card company as the manager said he is unable to give refunds, ( only corporate can do that)Lots of run around and i will never buy from Lazy boy again

Shirley of Independence, MO August 4, 2009

I bought a recliner from the above captioned subject. The cost of the chair should have been with sales tax 544.24. The chair was written up at 655.23. The desk clerk Ms. Gwins said that a mistake was made but that they could not correct it by computer. They would have to call, but the man who makes the calls to the midwest division was not in. So she initialed the invoice and said that it would be taken care of. Then, I get a bill for 1,224.00. Mad as a hornet, I went to the store and they said they would get the matter corrected. I picked up the chair, which would have eliminated the 59.99 cost of delivery, and the sales tax was less than the 45.24 indicated on the purchase invoice. It is even written on my invoice and initialed that I should have a 110.99 credit from the incorrect bill of 655.23. I have made two 100.00 payments, since the purchase date of 5-23-2009. They have given me a credit of 54.09 but I do not know wherein they picked that number. According to my calculations and a copy of my invoice, I should only owe at this time 344.24. They have me owing 395.00. Which is still incorrect. This is the worst company I have ever dealt with and will never deal with them again.

Bob of Litchfield, NH August 4, 2009

We purchased two "Kimberly" recliners and a sofa bed in late 2006 from the Hickory Park Furniture Gallery in NC. After two and one half years of use of only one recliner, the right wing became loose from the seat back. When we called the store, we were reassured that La-Z-Boy warranteed their frame and mechanism 'for life'. We were requested to take pictures and send them to Customer Service. After a month, we got a letter that explained that the "mechanism" was warranteed, but all labor to repair was only guaranteed during the first year of use.

When we were referred to a service that located a renovator near us, we discovered that the repair was all labor and would be around 200. This was to repair a wing that was separating because it was nailed- nailed!- to the seat back frame.

I was shocked at the shoddy nature of the La-Z-Boy furniture construction. We purchased La-Z-Boy because we thought it was a reputable American-made brand. Needless to say, I'd never purchase another La-Z-Boy product again. Rather than spend money repairing a shoddy product, we'll throw away the recliner and purchase a better product.

Rita of Boise, ID August 2, 2009

In November 2005 we purchased a La-Z-Boy reclining love seat and sofa from RC Willy. We purchased them because my daughter had bought a set four years before that and my husband and I were very impressed with the quality. Somewhere between those years, La-Z-Boy has apparently forgotten that quality and La-Z-Boy used to be synonymous. Almost immediately the corded fabric began to fray and the fabric was pulling apart where the seat backs tucks are. Laz-Y-Boy no longer uses buttons to cover over tucks so the thread stresses the material. In addition, one of the recliner assemblies broke on the love seat. .

RC Willy and Laz-Y-Boy did resolve these problems. However, now the love seat frame is sagging badly and the entire frame sways whenever anyone sits in it. The arm rests are becoming completely misshapen on the sofa. This furniture is only used the vast majority of the time by two adults, neither of whom are overweight. We do not rough house or run amok on our furniture. We have given up with the idea of complaining because to fix them would be to replace them. We will just not buy any La-Z-Boy product again.

Shelly of snoqualmie, WA August 2, 2009

On May 5, 2009 I ordered a custom reclining sofa and love seat from the Issaquah La-z-boy furniture store. We lost our furniture in the january 2009 flood, and I explained to the salesman that we would be moving back into our house on June 1, and we would have no living room furniture. He said the furniture would take eight weeks, or a little longer. I told him that I would not purchase furniture that took any longer than that but he reassured me it would be no longer than eight weeks "or a little longer because it's leather." He accepted a 1700.00 down payment and told me that I could pay the rest when the sofa arrived.

I waited about seven weeks and then, concerned that I have the other 1900 dollars ready when the sofa arrived, I called to ask when it would be ready for delivery. I was told that due to layoffs at the factory, my sofa would not be ready for another three months. I called M.A.C.(don't know his name) and he told me that the person who said that was a liar and that there was nothing wrong and not to worry. He said "I told you it would be ten to twelve weeks. It's normal for leather."

He then said I could come to the store and he would show me on the computer that my sofa was in the queue and so I went there on my lunch and he showed me a list of orders. "See, it's in the factory computer." he said. I told him that all it meant was that they cashed my check. He told me that everything was fine and he should have more information for me in a couple of weeks. I waited and then I called and asked another store when my sofa would be done. They said July 20 and shipped sometime in early August.

I went back to the store and the salesman agreed to sell me something off the floor. I couldn't find anything and I finally told him I would wait until August first to get the furniture I really wanted but if it wasn't being made or finished I would buy something off the floor. He agreed. I waited and I called again at the end of July to ask when my sofa would be done and the store employee looked it up online and said it would be done on August 27. I called again and they said it wasn't even in the queue.

I went back to the store today and I told him that since it still wasn't started I wanted to buy off the floor and be done with it. He said that my funiture not being done was my problem. He said that the people who told me that it wasn't being made now were liars and that he never told me it would be done in eight weeks and that he never told my daughter six to eight weeks. He said he could prove that my sofa was being made. He brought up the factory website on his computer and showed me a date. July 27. He said "See, this tells me that it's in process." The heading on the date was "Original projected delivery date" I asked to see it again, as he had very quickly closed that window. I told him what the heading said and told him that it was meaningless to whether my sofa was being built or not. He closed all the windows and got up from the computer.

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