La-Z-Boy Furniture Galleries

Three days later (Wednesday), after a friend offered to help me pick it up, I picked it up at the store. The salesman loaded it into my friend's vehicle, it was in two pieces. We took it to my mom's room and put the two pieces back together. My mom moved into the room three days later (Saturday) and the chair did not work correctly. The foot lifting mechanism was loud and jerky and when lowered, it fell to the floor with a loud bang! On Monday, my mom and I returned to the store to process her delivery refund and complained about the problem to the salesman. The salesman told us to send pictures and he would let us know if service should be called.

While in the store we noticed that the chair my mom bought was marked down another $100. When we pointed the price difference to the salesman, we were told that the chair was now on clearance and no longer had a warranty since it was at a lower price. I made a video of how the chair lift works and sent pictures and the video to the salesman on Wednesday. The salesman sent me the service number and told me to contact them. When I called the service number, I got a message saying their response time was 3 to 4 months out! This concerned me since I feel the chair is dangerous for my frail ninety-one-year-old mother to use in the condition it is in.

I contacted the salesman about the unreasonable response time. Then I received a text message from the service rep on Thursday. I sent my video and pictures to the service rep and she accused us of damaging the chair, "do you know what happened? Looks like the chair was being lifted by the arms?" There is no way my ninety-one-year-old mother nor I would be able to lift this 50-70-pound chair! She said there would be a $99 inspection fee since we picked up the chair. Note. We were not told this when we picked up the chair from the salesman. She also said that it was a clearance item (which is not what the salesman told us) so it is sold as is. If we had been told this, we would not have bought it.

The service rep also said the only thing covered is the frame and mechanics, the inspection fee and labor will be charged and cannot be waived. I contacted the salesman again and asked him why I was being told that there was no warranty. The Salesman said it had to do with the way something was listed on the invoice and that he would get back with me by the end of the day. So two weeks from purchase date, May 28, 2023, I decided to visit a store closer to where I live to see if they have the same chair on the showroom floor so I can check out how it operates. I found the chair with the help of the salesman at that store and made a video of how the foot lift mechanics worked, which by the way was much quieter and smoother.

When I explained the issues I was having and shared my video of my mom's chair, the salesman suggested I speak with the store manager. The store manager for that store happened to be the manager for the store we purchased the chair from! The manager met with me and after viewing the videos which show very different chair operation, proceeded to try to replicate producing the same noises with the chair on the showroom floor. It was obvious she was trying to push the responsibility of the chair malfunction from their responsibility for the chair mechanics to our responsibility because of operator error. She was not concerned about providing customer service only proving that I was wrong. She was very pushy, and in my face. She told me that we would be responsible for the additional cost of shipping and handling if any replacement parts were needed. She implied I did not hear the salesman correctly regarding the warranty or that I misunderstood what he was saying.

Finally she gave me this snobby look and I lost it and told her I would like to return the chair in her face. Obviously, what I said made no sense. I wanted her to get out of my face and I was ready to return the chair since it is worthless to me and dangerous for my mom. She made a big deal about my verbal slip (in her face) and I walked away agreeing to pay for the inspection but that no repairs would be made without approval. I don't want to throw additional money away on a defective chair! The manager didn't give me her business card and I was so upset and intimidated by her I didn't think to ask her for one.

During our conversation she shared "she likes to be the manager because she can boss others around". She thought she was being cute and when I didn't laugh in response repeated it a second time. After sleeping on it overnight and talking to some friends I decided to look up warranty and service information online since I was getting different information from the salesman, service rep, and manager. I really don't feel I am being treated with respect nor am I being treated fairly, so I decided to reach out to customer service at the corporate level on Monday. My mom also ordered items from Furniture Row and the experience is completely different. I no longer trust anything I am told by the employees at La-Z-Boy and so I am thinking about investigating what it would cost for a third party to inspect and fix the chair.

Looks like we will have to donate these chairs to Salvation Army or other charity as their spokesman suggested.

I went back to La-z Boy and tried to trade for the chair I had originally sat in on the showroom floor. The manager refused any deal. I even asked for an even trade disregarding my $300 upgrade. No deal. He said La-z Boy doesn't accept returns of upgraded furniture. He said I signed a paper that allowed only 3 days from "date of purchase" to change my mind and make a return. It took 6 weeks to get the chair, so the 3 days was gone. Swore I would never go back to La-z Boy.

So I gave the chair to my son and went back to my original 22 year old recliner. This lasted until February 23 when I decided I really needed a new chair. After shopping around and finding nothing, I broke down and went back to La-z Boy. I found a chair that fit my large frame and decides try La-z boy again. The chair I tried was comfortable, but unfortunately, I did not recline the chair because there were other chairs behind it. It seemed to fit good sitting up, so what could go wrong. Well, the chair is fine to sit in, but when I recline the back stretches out and my head winds up between the top cushion and the next cushion down giving absolutely no support for my head. Most uncomfortable chair I have ever reclined in.

Two big mistakes. I did not recline it at the store and again signed La-z Boy's 3 day trial and return. I purchased the chair on a Friday which wouldn't arrive at the store until Tuesday. That takes care of the 3 days. I specifically asked the sales person if the 3 days started when I get the chair on when I purchase it. She said when I purchase it. Now another chair to give away. Beware when buying anything from La-z Boy. I hope I have finally learned about La-z Boy. Absolutely no customer service.

Outcome: Since we posted online, Corporate Headquarters contacted us and said THE "La- Z -BOY Store" in New Port Richey was a franchise, and they would call the store and have them get back to us. Today, March, 9th, 2023 the store manager from New Port Richey location called and said we could buy a new cushion at our expense. Informed him the sales person who sold me the furniture said everything was covered for 5 years.

I think they call that an implied contract. I told him I would be happy with one of three solutions

3. Give me a new chair.

He said, "Sorry that wasn't going to happen" and abruptly just hung up. So let me sum up my experience:

Corporate headquarters says it's not their problem because the store is a franchise even though they profited from selling the franchise.

Remember when you buy from the "La- Z -BOY Store" you're buying from all corporate independent entities that don't honor their customers. The worst part for me is I had to post this review because another corporation just didn't care.

At the time of purchase, the salesman had me sit in several chairs, took my height & weight information so that a customized chair would be built to meet my specifications. We asked about purchasing an in-stock model but that was not possible since, pursuant to the salesman, none of them met my personal requirements. Background info: I was involved in an automobile accident leaving me with permanent neck, back and leg issues. Purchasing a recliner to fit properly was imperative.

Upon receipt of the recliner, 6 months from date of purchase, it was immediately known that there was an issue with the footrest as the footrest doesn’t elevate high enough causing my legs to be slanted downwards causing extreme discomfort and blood flow issues. The leading edge of the footrest causes discomfort on my lower legs where the foot rail meets.

We immediately contacted La-Z-Boy (LZB) and was referred to customer service. That took a couple of days to connect only to be told we would be placed on a waitlist with first availability of February 2023. We called back to our LZB salesman to request an immediate refund. We were told no refunds can or would be issued which we found totally unacceptable.

Only after we filed a dispute with the Better Business Bureau, LZB sent a repairman in January 2023 instead of February. The repairman leaned the recliner forward to take a picture of the model & ID numbers. He sat in the chair and raised the footrest. He agreed that the footrest did not elevate high enough and hit him at an odd angle, too. I offered to sit in the chair so the repairman could see where the footrest hit my legs. He said there was no need because he is shorter than I am and it is obvious that the chair could not and does not fit me properly. LZB reported to the BBB that the repairman made sufficient adjustments to the recliner. NO adjustments were made, none! We also noted that in less than 2 months the leather was beginning to show wear. The repairman said: "that's a common complaint among LZB customers". If it's wearing poorly in less than 2 months, how will it look in a year's time?!

Since LZB has stated that they will not guarantee that any specific chair would be the best fit for the customer, then I reiterate that this sale was made as a fraudulent business practice. I was grossly misled to believe I was making an investment, a costly one at that, for a custom-built recliner to aid in my well-being.

As far as comfort being subjective (as suggested by a previous LZB response), I repeat, there is no way anyone could be comfortable when pressure is brought to bear on one's Achilles tendons. Due to the leading edge of the footrest striking them and blood flows down to the feet because the feet aren't sufficiently elevated making for a dangerous health concern.

We are not alone in our quest for a refund or some satisfaction from LZB. There is a Facebook group titled: "La-z-boy Lazy Boy Dissatisfied Customers". This is a public group with currently 2.5K members as of 02-27-23. This, in my opinion, clearly indicates there are major issues with La-Z-Boy so my case is definitely not a one-off.

I reiterate that I am 72 years old, I was involved in an automobile accident that has left me with permanent neck, back and leg issues. I should be protected from consumers like Lazy Boy who mislead the elderly, have obvious fraudulent business practices, sell defective products, and dangerous goods and services. Lastly, we'd like to note the following: stated on the first line of LZBoy's Terms and Conditions of Sale they make the following statement: "Special Order: We make special order furniture specifically for you and your home." It is printed in black & white on their business form!

Buyer Beware!

The first delivery was Dec.1st, 2021, second Dec. 14, 2021, final delivery May 2022. That would make repayment due dates: Feb.1, 2023, Feb. 14, 2023 and July, 2023. In first delivery there was a curio cabinet that was missing a glass shelf. We informed the sales consultant of that immediately. The second point of contention is the interest we were charged by Flexiti, La-z-boy's financier. I received a statement which shocked me traumatically when I saw it!! I called Flexiti to discuss the extortionate interest charged of $5366.49 on a balance owing of $4436.38!! Despite several and constant follow ups: calls, texts, emails, visits to the store, messages left for and conversations with the sales consultant, and then the assistant manager, manager and customer service director, these issues have remained unresolved.

Having to deal with this issue for the past month, with the multiple calls to Flexiti customer service, the waiting period, and communications with several people telling me that nothing could be done about the interest, not only has been very concerning, but also wasted my time, because I have had to deal with this issue and leave work to visit the La-Z-Boy store in person on 2 occasions and taken time to call and email. Flexiti confirmed we have the 14 month deferral plan, but it became due at the beginning of January, whereas we were told the agreement would not take effect until the furniture was delivered which is why I was under the impression that we had the whole of January to pay it.

When we went into the La-Z-Boy store, the manager, Angela **, also confirmed that we have the 14 month deferral plan, and their policy is that it will not be billed until the furniture is delivered. The second time I spoke with the supervisor at Flexiti, I was told the floor manager offered me a 25% reduction in interest. That is only about $1000!!! $4000 of interest is still expected, when I should not have to pay any interest on the total transaction amount. The most Flexiti is willing to decrease the 5400 of interest is 40%, but that STILL amounts to $3220. La-z-boy is not willing to help me at all, which is REALLY astonishing and disappointing. I do not have that amount. I just paid $8500 to Flexiti. & we do not know if we will ever receive the glass shelf that has been missing from day 1.

Well, I went to pick it up today and when I see it, I realize that it is much too small of a chair for me. I decided not to take it and go back to talk to the sales associate, Nikki. She showed me a few more models which I fully intended on getting one but towards the end, she tells me, "well, there is a 30% restocking fee." I was shocked. After talking for a while, she said, "Let me see if I can get that reduced for you." She comes back and tells me that they will reduce it to 15% IF I buy something new. I was like WHAT??? So you want me to pay about $300 to NOT take the chair and still spend more money with you? Forget it.

I told her I would take the original chair but never do business with La-Z-Boy again. And I won't. BUYER BEWARE. Any chair you buy is going to have to be made since they don't carry them in stock and even if you want to buy something else, they will stick it to you. Unfortunately, I am stuck with this chair and each time I sit in it, it will remind me of how evil La-Z-Boy is. Goodbye La-Z-Boy, You lost ANOTHER customer for life.