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:

D. of Mesquite, TX July 25, 2009

I purchased a leather special order lazy boy recliner 10/04 and it was delivered 12/31/04. The chair cost 1500. I am a senior handicapped female, and wanted a good chair to last me as it is my primary piece of furniture other than my bed. The upholstery has been satisfactory, but the seat padding has deteriorated, and the chair will no longer recline nor will the the foot rest raise and lower.

First I couldn't contact customer service in Dallas as the ONLY person that answers the phone was off. I called Houston that day and was told the Dallas C/S rep was off that day and would be back in the next week. I called and did get her the next week.

The lady was respectful, as she quoted me 100 to pick the chair up, 100 an hour to work on the chair and 100 to deliver the chair back to me. However, she was quick to let me know that the parts would be free if that was the problem with the chair. I advised I was a handicap senior with no way to get the chair to them. She advised me that I had 2 choices, to get the chair to them or pay the p/u and delivery fee. I told her I would never buy another lazy boy and hung up.

I inquired to various places and people, and came up with the name of a man who worked on chairs and had worked for several reputable furniture companies through the years. I contacted him, he came to look at the chair and told me he could fix it if I could obtain the parts.

I called Customer Service back, asking if they would sell me the parts if I found someone to work on the chair. They replied yes, but the chair would no longer be in parts lifetime warrenty if I chose to do that. I asked for a parts list or diagram of the chair that the repairman could see and was told nothing like that existed. I then asked how I could get the name of the parts needed and was told that they couldn't sell me parts unless they had the exact name of the part. I asked how I could find that out and they said the technicians would know if they could see the part or the chair. I asked if I could speak to a technician and was told they didn't take phone calls.

So...I am still without resolution and will NEVER set foot in a Lazy Boy store again in my life, also advising others to do the same.

Cynthia of Kennesaw, GA July 24, 2009

I had enough problems with Lazy Boy years ago so you would think I had learned from that experience. I bought a chair sight unseen because they didn't have it in my showroom. The salesperson assured me that if I didn't like it after it was delivered; they would pick it up for free. After living with it a week, I called for them to pick it up. It just didn't match my other furniture well enough. They informed me I would have to pay a pick fee equal to the delivery fee I had already paid.

When I went into the store to talk to the manager, the sales clerk who told me this was there and even admitted that this is what she told me and they still would not pick up the chair unless I coughed up the money. I waited a couple of years and thought I'd try again. I ordered a very expensive leather recliner with massage and heat functions. First, I waited twice as long as they told me I would have to (I think about 14 weeks.) I made sure I discussed the warranty with them and was told they had a lifetime guarantee on the mechanical works. No problem, just call and they would come right out and fix it. Second, after having the chair for about 3 months, there was something poking me in the back.

When I called, they came out to inspect it and told me it was due to the massage feature and that it was just the norm. They would do nothing. So, until I had the chair recovered this year, I had to use a pillow in the back to even sit in it. The most recent slap in the face was when the footrest started slipping down when elevated. The sales clerk I spoke with told me this is normal wear and tear, just call and they would come right out. However, when I called?

No problem, yes they had a lifetime guarantee. I just had to pay a 70 trip charge and on top of that a labor charge for the guy who comes out and presto! they would fix my chair. The service center told me this has always been their policy and he's sorry no one made it clear. Again, they would do nothing! So, I chose not to fix the chair, not because of the cost but because of the principle. Unfortunately they are the largest source for recliners which I need desperately because of my back. But, trust me, never again! I'll look for another brand even it its ugly!

Leigh of Newton, MA July 23, 2009

I purchased a recliner from Lazy Boy on 5/9/09. It was a customer order and I was told that it would be 8 weeks from factory to my door. It has now been 12 weeks I have no chair. I've called Lazy customer service and the store where I purchased the chair and 9 times! I left a voicemail 3 times and spoke to an in-store sales manager 6 times. When I asked them where my chair was they all had different stories. They gave me the runaround or just never returned my calls. One week I was told the chair was still at the factory. Another week they said that it was shipped. Anpther week they told me they'd check with the factory. Another week they said they weren't sure where the chair was. Each time I called they said they would call me back or I left a message. I never got the courtesy of a call. Etc., etc. As of today, I called them and told them that I will now not take the chair no matter where it is. I told them that I want my money back immediately. I also called my credit card company who is starting an investigation.

charles of sprakers , NY July 23, 2009

we have a problem with our chair and wanted to order a cushion it was out of warranty and we needed a price, Tom had quoted a price of 40.00 - 60.00, he said Gregg would call us on Mondaythe 20th of July with a figure, on thursJuly 23rd I called and Gregg said he had just learned about the cushion on wed, when I asked why he hadnt called Mon or before he said to call Tom on Friday when he was in, that was after he told me that the cushion would be 200.00. He also asked if they were putting it in or us, when I asked why the two seperate quotes he was very indignant. Is this how we are to do business?

Trina of Greeley, CO July 18, 2009

My husband and I purchased a sofa and recliner from the Todd Oldham collection in Feb. 2006. It is a faux leather that we were told, after specifically asking the salesman, would last a lifetime. In Oct. 2008, after normal, everyday usage, the fabric starting splitting. We have two seat cushions on the sofa that are completely ruined. One cushion has a six inch piece that has been removed after two different splits met. Our recliner has an inch and a half split on the arm and at least six rips on the seat. I have been able to 'cover up' the tears with blankets and pillows...for now. Who knows what will happen when they get bigger. We are unable to turn the cushions over because there is no faux leather or design on the other side.

We also purchased the extended protection for fabric. After calling in, getting forms to fill out, mailing them, calling them, and finally having someone come take a look at the tears, we were told they do not cover the repairs, because 'it is normal wear and tear, not some puncture from a knife or a stain.' The store and corporate office have not responded to calls and e-mails about the extremely poor, horrible, ridiculous craftsmanship of their product. We will not be making any purchases from La-z-Boy in the future. Ever.

Lori of Chandler, AZ July 14, 2009

Please be careful when purchasing La-Z-Boy products as replacement parts are just about impossible to come by. Unless you are adept at electronics and generally handy at mechanical repairs, I would stay away from these products.

In 2004, we purchased a power recliner/massage chair for my mother, a 92 year old disabled woman. The chair had been working fine up until a few weeks ago, when the remote went out. When we called La-Z-Boy in Phoenix, we were told they were no longer manufacturing chair parts, as this chair had been discontinued some time after we purchased it. By a stroke of luck, one of the Cust. Svc. reps managed to find a hand wand in the shop and sold it to me for 120.

At first, it worked fine, but then a week later, the massage feature wasn't working properly. It would only stay on for a minute or so, then stop. The massage feature is designed to stay on for 30 mins. The rep I spoke to said the problem was probably due to another mechanical part (possibly the motor is wearing down) and not the new hand wand we had just purchased, and that they were not able to get any parts at all for discontinued chairs. Even if he sent a repairman to the home, they would not be able to get any parts for this chair.

I have searched the Net in vain looking for aftermarket parts for this product and have not been successful. I've even contacted the La-Z-Boy manufacturer in Michigan and was told they no longer have suppliers for these parts. It seems each part is made by another company; in our case, InSeat Solutions, LLC and Okin, whom I have also contacted. They were both unable to recommend a substitute manufacturer.

My mother has become very fond of her chair and would love to continue using it. It's a shame that a megacorporation like La-Z-Boy doesn't take better care of its customers. If anyone knows where to find La-Z-Boy parts in the Phoenix area, please post.

Karen of Morton, IL July 10, 2009

Purchased two recliners & 1 Love Seat, Fe.,2008. Paid extra for the Scotch Gard Fabric treatment. Before year end the fabric was discoloring on arms of chairs. Called store they sent a man out who looked at chairs then reported to some lady who called and said that this was natural wear and there was nothing La-Z Boy could do. I called store and was told that this was the type of fabric that we chose and it was our problem. I asked if I could write to management and was told it would do me no good since I should have asked the sales clerk what type of wear this fabric could have. My husband and I are retired and have a number of Amish crafted pieces in our home and I have never heard of such "hog wash". Needless to say I won't purchase from La-Z Boy again and will share my disappointment in your company with any one looking for furniture.

Pamela of Fairfax, VA July 10, 2009

I believe we are one of the lucky ones having read the experiences here.

Today we visited a La-Z-Boy store to purchase a reclining chair for our living room. I had previously selected it for color/style etc and took my husband with me with every intention of buying it. Until this very pushy sales lady descended upon us. She constantly interrupted our conversation, she then said "Are you interested in fabric protection?" to which we both replied "No thanks we won't be needing that"

She continued with her sales pitch, "Ah but you will let me tell you" I curtly then asked her to refrain from the sales talk as we are not interested, clearly offending her - tough!!

We then tried to negotiate a 20% discount from the 15% offered with no success plus we had to pay an additional 65 for delivery, and no deal on the 2 matching pillows which cost an astounding 120 + sales tax. "Deal or no deal?" as they say on the TV??

Well no deal as far as we were concerned. This sales lady was far too imposing and pushy for us Brits and was prepared to give nothing to achieve this sale. The store was empty, clearly the effect of the economic crisis, and yet they were not looking to compromise with customers.

Their loss...we bought else where. It may only have been an approximate 1,000 sale but you only need a few disgruntled customers like us to make that add up to a lot of lost sales revenue.

Kim of Bremerton, WA July 9, 2009

Filed a complaint with the BBB & Attorney Generals office. Got the same Cut & Paste answer on both.

Mimi of Carnation, WA July 6, 2009

It might be odd for me to state that I will never buy anything from Lazy Boy or La Z Boy or however they spell it when I haven't even tried the furniture out yet. But I can't try it out because, after purchasing it April 14, 2009, we haven't received it yet (July 6, 2009). Two weeks ago they told us that the sofa was shipping that week, but they hadn't started building the loveseat yet. Then they said the sofa would be here July 10 and the loveseat July 13. Today they say the sofa will PROBABLY ship SOMETIME this week, and they will start building the loveseat PROBABLY sometime next week.

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