La-Z-Boy - "Lifetime Guarantee"

In mid 1995 we purchased a Lazy Boy "Luxury Power Recliner" for $1,800, on sale. My mother-in-law had a bad hip. We were told it had an unconditional lifetime warranty. Otherwise, we would have purchased something more reasonable. A few years later, in 1998, a couple of bearings sheered. I called, and they said everything was in order regarding warranty and they would be right out. I said, "Just send the bearings. I can do the work." Last week, Jan. 10, 2011, we called, as it isn't running smoothly. They want $65.00 paid in advance to inspect it then $45.00 per hour for any labor after the first 30 minutes, plus payment necessary for any parts. What about the lifetime warranty? No way - Courtesy Furniture Enterprises of Alaska, Inc. Lazy Boy's franchiser. Caveat emptor.

On 09/16/06, with the delivery date of 10/18/06, my daughter purchased the Lift Chair for my husband for the price of $1399 for the chair, $60 for the power, and $84 for the extended service warranty. We purchased the large chair to assure longer lasting chair for my husband. On 7/5/07, the chair broke. This was not pleasant as it took 3 weeks to be repaired and returned. The chair was purchased for my husband due to health problems with his legs. I had left several messages on the amount of time taken to fix the chair. The response was very negative for a customer service department representing what I thought was very reputable and stood behind their product.

On 12/06/08, the chair broke again. This again was not a pleasant experience with customer service. It took until 12/10/08 to receive a return call after having left several messages. The Lift Chair was purchased for medical reasons for my husband. The length of time for their contacting me and setting up a pick up date for repair was unacceptable. I contacted corporate and they could have cared less. I tried to tell them again that the chair was purchased for my husband and again a 3-week time frame for fixing the chair was totally unacceptable.

At the end of October of 2007, my husband was put in a nursing home and has not been home since. I have basically been the only one to use the chair as I now live by myself. I weigh 175 lbs. and am 5'9" tall. This is hardly too much for the oversized chair to handle in less than 2 years of use. At this time, I asked for a replacement rather than fixing since this particular chair was not of top quality. I was flatly turned down. On 8/1/10, I had to once again call customer service as the chair has broken again. After 2 calls, Angel ** finally returned my call 2 days later, telling me that my chair was no longer under warranty and I would have to pay for the repair. I understood the warranty to represent the last repair in December of 2008. Regardless, this chair is definitely a lemon to have broken 3 times in less than 5 years.

With my husband not home since 2007 and until last year I worked, I don't think it is breaking from overuse. I am asking the chair be once again repaired or replaced. I know La-Z-Boy is a very large company, but hopefully has not fallen in with so many companies that think customer service doesn't matter because you are so large. I would like a response quickly.

I purchased what I thought was a top of the line leather recliners around 12/08. The leather on the arm started to spider in its look and wear eventually. It's wearing a little hole not from misuse, a tear, or puncture. The contacted "guardsman", a ripoff from Lazy, extended warranty for 5 years. I filled out their paperwork. I got it back in their allotted time. Then, they gave a generic reply that they would not cover it. After contacting Lazy Boy, they sent out a bum who took a picture of the problem at a cost of $104 to me. I didn't hear anything. I contacted Lazy Boy again and said that they ordered a new arm at a cost of $325 to me, in which I stated I would refuse to pay. We have conveniently become disconnected one time on the phone. I am beyond disgusted and infuriated with Lazy boy. This was from normal wear in less than 3 years old. My money is limited and I cannot afford to continue to pay for an inferior piece of merchandise. I paid for the initial cost, the extended warranty, and the inspection cost of the guy who waltzed in my house, took a picture, and waltzed out.

I hope Lazy Boy Galleries go out of business, as that is what they deserve for garbage products and service as well. I guess I will just throw a towel over the arm of this, as it looks like a hobo lives here. The little pinhole is now the size of my knee from continued normal use. I have no children or grandchildren. And only normal wear was given to this "Lazy Boy" leather recliner that was $1900. Thanks for nothing. And I will advise anyone not to buy from Lazy Boy. What else can I do?

I purchased a recliner for my husband in 2008 and after 3 years the foot rest wouldn't stay up. I called the customer service line and was told what part I needed and so I ordered it and had every intention to replace the part myself. I have all the necessary tools to do the job but when I looked at the parts I found out that they were improperly installed, the screws are stripped to the point I can't remove them. They are not aligned properly, thus causing the parts not to work correctly. Even if I do get the parts off, the holes are drilled in the wrong place so any new parts will do the same thing and become damaged again.

I bought my recliner on 1/30/98 from the Ohio Pike store. The recliner/rocker broke. I then called the Ohio Pike store, which told me to call a repair shop in Cincinnati. I know the warranty had expired but thought for $1500 should not have broken in 5 years time anyway. I called the repair store and said I would like to have it fixed anyway. I loaded the recliner myself and proceeded to take it to the shop. The shop then called me to say that the rocker base and springs needed to be replaced, which would be about $30.00. I said that was fine go ahead and fix it. They replied it would be 1 week which has turned out to be almost 4 weeks and I still have no recliner and no word on when my recliner will be fixed.

I took the recliner to be repaired on 5/23/03, I still have no word today which is 6/17/03 when my recliner will be done. The parts for it haven't even come in yet! I have a terminally ill sister with cancer that is staying with me and that recliner is the only comfortable chair she can rest in. All I want in my recliner back repaired.

It wasn't until I realized that a girl in my class worked at La-Z-Boy that I was able to get my recliner fixed. Unfortunately, my friend no longer works there and the recliner is again broken and much worse this time. I have called La-Z-Boy every week for the past 6 weeks and no one will help me. They keep saying that they will call me back, they will let the servicer know, etc. Finally, I got fed up and spoke with the assistant manager Ozzie, who proceeded to call me a liar, yelled at me, then hung up on me.

I called the store where I bought my furniture and described my complaint about a seam pulling apart on the couch. Martin R gave me Bill's number to call and talk with him about getting it fixed. I told him what was wrong he looked me up in the computer and said basically he was sorry but the warranty had run out on the fabric. This furniture was bought with cash in March of 1999. The total was $2871.46 and is just 2 years old and is already pulling apart.

I can have it hand-sewn but they will have to haul it out to the shop and not only do I have to pay for the couch to get sewn but I have to pay a pick-up and delivery charge. I am so tired of paying good hard-earned money for things and you have to pay even more to have any kind of service. I should remember that if a warranty is only for one year you can bet it won't last more than two. I am extremely upset and disappointed in La-Z-Boy and their unwillingness to satisfy my frustration by making this good. If this furniture was being abused by small kids and dogs I could understand but it is not even used very much and we are all adults in the house.