La-Z-Boy Furniture Galleries Reviews

The delivery worked out okay but then afterwards, I called in and talked to the store manager. I didn’t care for the way it was upholstered and I wanted somebody to take a look at it. And he never returned my call. He said he’d get with the decorator that I worked with and they didn’t return my call. And then I left for a vacation and then the rest of my furniture came in. So I thought, “Well, I’ll just wait until the rest comes in before I call back again.”

There’s a damaged piece in the second delivery that came. I spoke with the decorator that I worked with. She told me that a technician would be calling me and it’s been a couple of days so far and nobody has called me back on that. I’m getting a little concerned that I’m not getting a response that I’d like to get the things repaired and looked at. Today is Wednesday and I talked with her on Monday. I think a technician could have called. They should have called the next day, after I spoke with her. So I’m a little annoyed that I haven't heard anything from them yet. And I think La-Z-Boy was expensive considering I’ve got a couple of things that really aren’t made all that well.

The second issue was that he told us he was going to give us a better deal if we financed it for 12 months, interest free ($200 off). Later, he said the price already reflected the $200 deduction, and argued that he was only going to give us 6 months of financing. We insisted he honor the 12 months as he had previously stated. In addition, when we asked if there was anything better he could do with the price, he insisted we were already getting the best sale price, but that he could throw in a clearance area rug. Since we did not need an area rug, we politely declined but asked again if the price could be adjusted at all. He said he would check, and when he came back saying that he could take 10% off the base price, he only actually took off $100, rather than the $250 that would have equaled 10%.

The reason we did not argue this was that he had presented us with a price that was actually HIGHER than his original quote earlier in the afternoon. We were dumbfounded as to why he would RAISE the price, and were flustered trying to figure out how he came up with a higher quote when he claimed he was reducing it. When we showed him the card he had written the original quote on, to show that he was not lowering the price, he claimed he'd made a MISTAKE on the first quote. Rather than honor the $2841, he crossed out the original quote to reflect a higher price. This, coupled with the $100 reduction rather than 10% meant that we would be paying even MORE than we thought.

But, we really wanted the sofa so we did agree to the sale. We were too caught off guard at the shady antics in his calculations that we didn't even realize he hadn't deducted the 10% until after we left the store. We put down a deposit of $900 and financed the remaining balance. While we were completing the paperwork, my wife asked if there were any throw blankets he could throw in (knowing that he never did offer anything other than the rug that we were not interested in). His response: "I'm done with the throw-ins." Not only was this a rude response, but it was completely inaccurate, since he never did throw in anything!!!!!

The ONLY negotiation he made was to offer the protection plan at a reduced price (which was already INCLUDED in the price on the website!!), and the $100 deduction. Between the flat-out lie that we were getting a special sale price, and the inaccurate pricing and deliberate attempts to fool us into thinking he was doing the best he could do to work with us, we are completely disgusted by the experience. In our history of furniture purchases, this is the WORST sale and salesman we have ever dealt with. We are so unhappy in fact, that we are going to cancel the order.

There was an ink mark on my sofa. They tell me ink is covered. They came out here, caused a big thing about it, took pictures, then when I called (I hadn't heard from them in three weeks so I called) they said "We're not gonna cover it". I said, "Why not?". She said, "Because your granddaughter scribbled on it, it's not just a couple of marks on it." I said, "Ink is ink. That's what covered in the Ultra Shield". She said, "Well, you're gonna have to pay for it". I called Chuck down at the La-Z-Boy in Temecula. He told me he'd get back to me. He got back to me asking me what side the couch it was on, he was gonna take care of it, and then he went ahead and called corporate.

About two weeks ago I talked to a lady at corporate. Told me for sure she'd call me the next day, that they're gonna cover it for me and bring it out. Nobody has called me. I've had the couch since the 4th of July weekend and nobody has fixed the sofa. So would I buy another one? Probably not which is really horrible because La-Z-Boy is a really, really good couch and I've enjoyed it. But would I after this? Absolutely not. Do I think the quality on your sofa is good? Absolutely the best, can't get them any better. But the customer service and the way they went about taking care of me, no. When I bought the couch, they were very nice to me. Chuck told me the best thing to do is buy this warranty. I paid for a warranty, I gave you the money and you won't give me the warranty. I think you should give me back my money.

The recliner had upholstery issues and a noticeable "wobble" when sitting down, as if the frame was loose or poorly manufactured. I am not a big man, so I have serious concerns when brand new furniture has any movement at all, especially from my weight alone. The sofa cushions were overstuffed and inarguably uncomfortable, while the fabric had a strong, chemical odor and a sheen to it that we do not remember when we picked the swatch in store. The accompanying throw pillows for the sofa looked like something made in a 4th grade art class. Overall, we were completely dissatisfied with the apparently lack of quality, comfort and style of the furniture. The La-Z-Boy representative that was sent out a day or two later told us that our complaints were essentially unfounded and that all of the furniture was made to the manufacturer's specifications.

After realizing we stood at a dead end - that La-Z-Boy now had our money and no intention of honoring a warranty or product standard, and that any sort of warranty claims or repair issues arising in the future would be a long and bitter fight (well documented in the reviews here), my wife and I decided we would pay the 25% restocking fee and send back everything we ordered - close to $1,500 in charges to get NO furniture. I inform the store of my decision and they set a time to pick up the furniture so we can move on with our life La-Z-Boy-free and renew our search for quality furniture.

The delivery truck with two men arrived a day or two later and begin loading everything back on the truck. The leather ottoman was the last item to go - this is a large ottoman 3ft x 3ft. Instead of two men moving the piece, a single delivery guy proceeds to man-handle it, grasping it up by the leather itself, as opposed to the frame. He proceeds to very awkwardly carry it out and load onto the truck, nearly dropping it halfway to the truck, again catching it by clutching the leather. As I prepare to head back to the office, thinking I was very near concluding my business with La-Z-Boy, the same delivery guy proceeds to walk back into the living room, ottoman in tow, to inform me that they can't take the item back because of a small scratch that now appears on one of the ottoman's sides, along with a small spot of discoloration in the leather, hidden behind the tags, that was clearly present when delivered.

I almost immediately received a phone call from the customer service rep, ** IN DALLAS, who informs me that they cannot take the ottoman back. I explained that all of the furniture sat unused in our living room for the few days that it was here, and that in particular the ottoman was covered and in a corner, so that any marks or scratches they are finding were CLEARLY THERE WHEN THEY DELIVERED IT. Being in the position of not having to care, she refused to accept any explanation and La-Z-Boy proceeded to further run me over. At this point I'm out the 25% restocking fee and $800 for a crappy ottoman that was either defective from the start, damaged during delivery (or pickup), or is of such poor quality that it manages to scratch itself simply by sitting untouched in the corner of a room.

Repeated calls to ** IN DALLAS proved her commitment to not caring - the store manager empathized but deflected all responsibility to customer service, and calls to corporate La-Z-Boy were met with the response that the stores are operated independently and again deferred responsibility to them. I have to ask, what is the point of even having a corporate office or brand name "La-Z-Boy" then? The worst part of all of this, is that I'm actually happy to be out of approximately $2,000 vs. the alternative of the future time commitment and stress of dealing with future warranty related issues, "service calls" with LA-Z-BOY personnel, and the like that are well documented here, for poorly made furniture that we should have never bought in the first place.

I have learned a lot about the furniture business in the last 5 months, more than I ever cared to know, and can happily say that there are tons of great manufacturers and dealers out there, which I am proud to say we now support. Likewise, I proudly DO NOT support LA-Z-BOY, will never spend a dime with them again, and will gladly spread this horrid tale to friends, family, acquaintances, and anyone that in earshot that might ever be interested in buying LA-Z-BOY products. My advice to anyone considering purchasing anything from LA-Z-BOY is to realize it is a low-grade furniture manufacturer selling at mid-grade prices, using its brand power alone, which as evidenced by the number and severity of these reviews, is rapidly deteriorating. BUYERS BEWARE.

We have been treated terribly by both associate and manager (names available upon request) and each conversation was left with a "this is your problem" sentence. We now wish to cancel the order and never want to do any business with La-Z-Boy again. We came to La-Z-Boy under the assumption that service and product are monumental but that is clearly not the case.

My wife's chair, same model different fabric, which arrived today has piping issues, chip on the foot and a lovely stain - note we even purchased their stain guard. The store was unhelpful through the delivery process. You'll have do the follow ups. Apparently they can't even help resolve receive in poor condition. Your best bet is to call their customer service number 800-375-6890 direct. I have a service ticket out and now have to call back to and on the defects of my wife's chair. Staff at the store said they would get someone to call me. 2 hour and still waiting. If you insist on making a purchase, document everything and check your credit card service procedure regarding payment disputes. Don't pay cash. Use your credit card. I'm not confident that this will be resolve in a timely manner. In my opinion you’re better off just going to IKEA. We shall see if La-Z-Boy really cares about their customers and their opinions. If no star was an option, that is what I'd rate them.

We attempted to contact our salesperson for any possible alternatives and left messages both through her answering machine and by another salesperson, but we never received any calls back. We contacted the store and spoke with another salesperson (?). He advised us that since it was a special order normally it could not be cancelled. He indicated that he would speak with the person at the store that could make that happen. I asked for the name of the person and I was very rudely treated, being told in a very hostile voice that he would not give me the name. We have yet to hear back from anyone. I have attempted several times to contact the store directly but keep getting a never ending answering machine loop. We want to discuss possible ways of handling this unfortunate situation, even substituting a recliner for the couch. The Sales Ticket Number is **.

I then went into the Fairfax store and Hakeem, the sales member, who sold me the couches said that he would do anything he could to make sure that this was fixed. This still has not been resolved and I have called and gone into the store and no one will help me. This was the first time that I have purchased anything from La-z-boy and I can confidently say that I will never shop there again. For a company who sells such expensive furniture they are quick to drop you once they have made the sale. The after purchase customer service is virtually non existent.

On 8/30/2014 they finally sent the new "part". I was expecting a new upholstered arm of this chair and instead just got the leather upholstery itself. The technician came out and was surprised that he was there to reupholster a chair arm instead of just replacing the whole arm. It didn't go well. He struggled to make it work. He found that La-Z-Boy probably did not send the new "arm" because the chair's main cross beam was glued, not bolted. What? Since when is that quality? So the arms can never be removed if they need to be repaired in the future. He didn't understand why they didn't just send an entire new frame to rest the back and foot rest into. I told him I didn't know why they didn't just send an entire new chair since this wasn't a repair issue, it was a sewing defect in the original trim work.

Anyway he struggled for more than an hour and finally got the arm reupholstered. Unfortunately once it was in place and we tested the chair we found that this piece was also sewn incorrectly. Now the binding on the inside of the arm of the chair makes a popping sound as it presses irregularly against the back cushion of the chair, slowly damaging that leather as well. It is clear that the arm was not sewn correctly, again. As an added bonus I now have a noticeable crease in the back of the new arm as the tech had great difficulty performing the work. And upon further inspection we both saw puckering and sewing issues on the other arm of the chair which I did not notice previously. I emailed La-Z-Boy and did not hear back other than to say they would contact me once the tech report was in. Finally called them on 9/4/14 and was told report wasn't done, asked for supervisor and suddenly the report was done! I was told I would be called back that same afternoon. I was not. I called them back the next day and was told they were still working on it.

They need to replace this chair with a chair that is made correctly. Very disappointed to find out they glued part of this chair instead of bolting it, clearly a short cut. I guess La-Z-Boy goes on the list of companies that build their products to fall apart in short order. Remember when you could buy a refrigerator that would last 20 years? Those days are gone and La-Z-Boy is just one of the many companies that have sent them packing. #shameonyou

Update on 9/8/14: Finally was told they would replace the chair. However, I have no confidence in their ability to put leather upholstery on the Midtown. They just can't get the binding right. I went to the store in my area and found I had one alternative model that would work for my use and met my needs (high leg, leather, tall enough), the Haven. Now waiting for call back about a price match. Am I crazy for waiting for some point in this fiasco where La-Z-Boy apologizes and offers some type of consideration? At this point I've had 2 La-Z-Boy reps tell me today that any price difference would be on me? What? I bought the original chair on a 25% off sale. If I'm ordering a similar chair with the same exact upholstery they should match the price at the very least! So disappointed.

Seriously a 20-year customer that has lost complete faith in the quality this company offers. Was really hoping to find reviews of this model but haven't yet. Honestly too tired of dealing with this to take the next step of refusing the charge on my credit card. I need "a" chair in my living room before the holidays. Sadly this will be my last purchase from La-Z-Boy unless they seriously go back to their original standards and start building quality products once again. I would expect this type of quality if I had spent $300 on a chair like this but this particular chair was in the $1,800 range before the sale price of $1,350. Really never expected the low quality at this price. Buyer Beware.

We're looking later to purchase some living room furniture from there too, and the girl at the store was fabulous. My wife had seen some stuff that she really liked. But I explained it to the girl. She said, "Do you want another leather one?" I said I wanted a cloth one because leather ones are just a little cold in the wintertime. She showed us some cloth ones and I picked one out that was really super and no problem. The delivery was excellent. The very polite guys came and took the old one away and brought the new one in. I was very pleased with everything. We also ordered covers to protect the arms and back. I figured that saves the material a little bit. I’m very happy with them and the quality of the product is great and they last a long time and they’re comfortable. It was a pleasure to walk in the store. It was a very good experience and I'll definitely go back.

The quality of the furniture is amazing. Everybody wants something to be a little bit cheaper, but for what we got, we really can't complain. When scheduling the delivery for our orders, they were very flexible with us, worked with us. When they came in, they let us know right away, so we got schedule for them to drop it off. I thought it was really good. My husband was the one that dealt with the delivery part, but I don't think it was bad because he never complained, and he's one to let you know when things aren't good. So overall, I would definitely recommend La-Z-Boy.

Mr. **, Manager, has made it clear that because he has a delivery man that is extremely terrified of dogs, it is acceptable for my furniture to be left on the lawn, etc. I have no idea whether either delivery man is the man who is extremely afraid of dogs. Based on the fact that they both walked with my dog and I, never indicating any hesitancy, fear, or any potential problem whatsoever, it's doubtful that the man who is extremely afraid of dogs was one of them.

I paid for delivery and that contract was breached. The behavior of the deliverymen was inexcusable and unconscionable. The very man who said he would not go into the house because of my dog certainly felt safe enough, not only walking with my dog, but also while forcibly trying to take the dolly away from me, in my backyard with the door to the house open! Also, why couldn't the other man help me take in the furniture instead of sitting smugly on the back of the truck!? Mr. **'s response to this question, as well as all other questions: "I don't know. I wasn't there".

I never received any indication that the delivery men's behavior was unacceptable - not even an apology. Just refund of delivery fee and a hundred dollars for my trouble. A hundred dollars does not remedy the fact that I had to take the furniture in by myself, banging it up in the process (it started to rain); and that a piece of furniture was left on the lawn, after I told them to leave after being physically accosted over the dolly. After I asked them to leave, I immediately went into to my house and closed the door. The deliveryman never asked me for the dolly, he physically accosted me, trying to forcibly dump my furniture on my cement patio and take the dolly.

After they left and I felt safe to go out, I saw the furniture on my lawn! I even asked Mr. **, why the piece of furniture wasn't simply returned to the warehouse ("I don't know. I wasn't there."). Mr. ** refused to consider any other remedy, such as an additional 10% off the furniture, since it was left on the lawn! This 10% was lowered from the initial 30%, I had requested. Mr. ** told me to do whatever I felt I had to do, such as file a complaint with the BBB.

Again, stunned. I can buy a brand new recliner for that much. I don't understand how that could ever be considered reasonable. I was also warned that having someone else fix this sofa can void the warranty. So here I sit, stuck with a broken sofa that I will not pay crazy amounts of money to fix. So I recently ordered the blue prints for this couch in the hopes of fixing it myself. In the end I know that a new sofa is in my future. And I promise you this it won't be a La-Z-Boy.

So we went back to explain what happened. They were very nice and everything worked out. The lady that we had when we went back the second time, she was an interior designer, was very good. We were very angry at first but she helped us because we waited six weeks and then we didn't get what we wanted, and I didn't have any furniture in my living room all that time. Then I had to wait longer. But it all worked out.

So far, now that I have the items, I like them very well. We did order something that didn't come yet. But they said that it would be samples. I ordered some of them to make some arm sleeves and when they delivered the furniture, they said that they would come later, so I assume they're on their way.

I've had so, so much bad luck w/ La-Z-Boy. I don't want to do the same again ever so I won't ever, ever order any furniture ever... I wish to share my grief with everyone I know and spread the word. I'm just waiting for this recliner which I paid for to arrive and fingers crossed... but who know what will happen. Such a bad company. Oh I'm sure they will call me after this review... but that's the way I feel. La-Z-Boy, do you know how much time I've spent waiting for your tech to visit me to check out these reclines? Took a lot of time out of my days. I should charge you!!

I also purchased 2-3 La-Z-Boy recliners from Raymour & Flanigan a few years ago and they were also defective. What's going on with the La-Z-Boy Company and the recliners? I have a need for a recliner as I've had 3 back surgeries and now needing 2 shoulder replacements. I'm so dissatisfied with the company. I won't EVER purchase again as I will definitely pursue and go to another good recliner company. I will keep this USED RECLINER UNTIL THEY REORDER, ORDER ME A BRAND NEW ONE THAT NO ONE HAS SAT IN.

I called to schedule someone to come out and I was told that I am not eligible for service calls and would have to pay a $99 dollar inspection fee. I stated that this was untrue and that I have purchased with them in the past and that my current order should fall under the limited warranty. After spending two days waiting for a call back I finally was able to schedule someone to come to my home. I explained that like most people I work during the day and would not be home until 3:30 pm. I was told that this information would be noted on my record for the technician.

The next day I received a call at 1:15 pm saying that the technician was on his way. I explained again (to the same person) that I was not going to be home until after 3:30 pm. They understood and ended the call. At 3:00 pm I received another phone call that the technician was at my home and waiting. I explained (for the 3rd time) that I would not be home and what was the point of having a note on my file if it didn't appear to make a difference. The person on the phone apologized and stated that they could reschedule the tech to come out and that the earliest would be September 2nd (over a month later).

I was upset and wanted to speak with the manager and was told she was not in the office but that she would call me back that following Monday. I never received any follow-up phone call from anyone to date and had to call yet again. This type of customer service is horrible and I am so disappointed in a company that raves about quality but lacks in customer service.

So we got the sofa and the loveseat, but I had a couple of week’s problem with the recliner. It was supposed to have a bottom base that lifted it up three inches or so. For some reason, they never had it in stock. That was a little goofy, but they did send me out a recliner and we kept it and then they took it back. They sent me another one out and that still didn’t have the base. The third time the base came by mail and they sent the repairman to put it on so the issue has been resolved. I didn’t have any problem with the delivery people. I didn’t have the same people all the time, but the different ones that came were quite helpful.

On August 9, I received a call telling me my furniture was in and ready to be delivered. I paid the balance and scheduled delivery for August 23. I then proceeded to dispose of my old furniture. As promised, they called the night before and said the delivery would take place between 8:30 and 11:30 AM. They called again that morning when they were 1/2 hour away. So far I am thrilled because everything is going exactly as they had promised. Then the wheels come off the wagon. I received a call from a woman at the warehouse, telling me that the loveseat and sleeper would not be delivered. She said "when they took them out of the box last night, they had defects..." although she could not elaborate on what the defects were or when my furniture would be ready for delivery. (She was obviously talking from a script.) The recliner was delivered.

Then I started dealing with Linda, from the Paramus store. She was absolutely terrific, and it's because of her doing her dead-level best, that I did not cancel the order right then and there. She worked with the warehouse and they told her on Tuesday, August 26 that both pieces were ready for delivery. I managed to rearrange my schedule to be free on Friday August 29 and delivery was scheduled for that day. I was assured that both pieces would be delivered. Again they called the night before and said the delivery would take place between 8:30 and 11:30 AM. That night, the woman from the warehouse called and left a message that the sleeper would not be delivered. Here comes the script part - She said "when they took it out of the box last night, it had defects..." Why was it in a box if it had just been repaired?? They called again that morning when they were 20 minutes away. They delivered the loveseat.

When I called the store totally enraged, Linda was absolutely flabbergasted; the warehouse had clearly lied to her, as they had to me. Bottom line is that I will now wait for a new shipment of sleepers, hope that they (or at least one) do not "have defects when they take them out of the box". They are scheduled to arrive September 10 and now I have to re-arrange my schedule AGAIN for a delivery September 13. Again, Linda was terrific and said she will refund the delivery charge, but who is going to compensate me for the number of days I had to take off work and I still don't have a sleeper?

I would not be so angry if I had not made is clear that it would really cause me a hardship to have to deal with multiple deliveries, that I was willing to wait until all three pieces were ready, and it was noted on the order form.

I’ve always recommended La-Z-Boy and would definitely continue to recommend them. If they have what you want get it, if they don’t then go elsewhere. In my case, I got what I wanted and I’m happy. Quality-wise, I don’t think you can beat La-Z-Boy. We must have bought around ten chairs from La-Z-Boy over the years. We had one problem with one and they fixed that so quick it made my head spin. Of course the price has definitely gone up some, but I’m not worried about that. My foot is more important than the cost of the chair.

My experience with everybody, from the sales associate to the delivery, were fine all the way. There was one thing, however, that surprised me. When I was in the store and I bought the chair, I asked a question about getting rid of the older chair and the girl told me that they don’t take them away “but we will take it out to the curb for you.” I said, “Okay, that’s fine.” When the guys came to deliver it, I said, “You’re gonna take it out, right?” He said, “Yeah, we’ll take it out. We can get rid of it for you, if you want.” I said, “You can? They told me you couldn’t.” He says, “Oh, yeah, we can, for 50 bucks. We’ll take it away.” I didn’t know about this service, and these guys made me aware of it.

I've had La-Z-Boy furniture for 20 years. They last me pretty long. The chair I've been using for a lot of years - they call it my chair, and whenever I’m not at home, nobody sits in my chair. I like La-Z-Boys. This was my third purchase. I got a new one because my other one was wearing down.

Wednesday - no call at work. I thought I would drop by the store and see what they were planning on doing about the delivery. Mike said "yes, you're scheduled for tomorrow between 8:30 am and 11:30 am." Hmmm....that's not going to work. I took the afternoon off because I have meeting in the mornings and can't be there - so when the person who was supposed to call me at work, and didn't, to schedule the time, I would tell them that I'm not home in the morning, but I'm available all afternoon. But Mike said that the truck is already packed and there's nothing he can do. I said, "well maybe we can call them." And Mike said, no, but he can send them an email to tell them not to come.

I said, "Mike, you're not even trying to help me. You just keep saying that you can't do anything about it. Mike, I called two days ago so that we wouldn't have this problem. Mike, they wouldn't let me talk to scheduling or I would have told them I'M NOT THERE ON THURSDAY MORNING. I CAN'T BE THERE ON THURSDAY MORNING." He said, "then they'll just bring it back to the warehouse and you can reschedule." "FOR WHEN? YOU DIDN'T LET ME SCHEDULE IT THE FIRST TIME??????" I never found a more worthless associate in all my life!

So here I am. I'm without furniture in my front room because I donated it yesterday and I have no idea when, if ever I'll get my two recliners. I have also ordered a couch from La-z-Boy, which I now know was named after MIKE! 8/26/14.

If that wasn't bad enough, the repairman then said it was MY responsibility to return the removed base to store for credit. I did so, only to be told to "take it back home in case I ever want to sell the chairs" as they could do NOTHING for me! I now find myself stuck with 2 expensive chairs that are absolutely unusable! To make matters worse, I received a call from a debt collector saying my account was "past due" -- this was for the month that they were delivered BEFORE I had even received my first billing!!!!! (By the way, my credit score is 801! ) NOT HAPPY!!!!! WOULD NEVER AGAIN RETURN TO OR SUGGEST LA-Z-BOY!!!

He did a fantastic job on all of his follow-up on the fact that we had a chair that we didn’t like and we wanted to take back. He said, “No problem at all. Bring it right on up here.” And he helped me get it out of the car and put it in the warehouse and he went in and worked with us on deciding what we wanted. He would answer questions for us, leave us alone to think about it, come back, answer more questions for us. In other words, he didn’t hover over us the whole time and he was just a really, really good customer service person, a really good salesman, a really good manager.

I finally bought another chair that we actually had the same fabric put on that chair. It took a little bit longer for delivery, but we were very satisfied. Talking about delivery, all delivery teams were very professional, very prompt. They called and let me know way ahead of time when they were coming so I knew what to expect. They came in and they knew exactly what they were doing. They set the products up and left them in good shape and they did a good job.

I would highly recommend La-Z-Boy. I don’t think their furniture is made like it was 10, 15 years ago but the quality of their furniture is BETTER THAN a lot of the competition. We actually got a Lowe sofa and we were totally unhappy with it. We sent it back and it was probably $300 or $400 more than the La-Z-Boy. We also bought two recliners from the same furniture company where we bought the Lowe and we sent those back as well. They were terrible.

I would recommend buying furniture from La-Z-Boy. This was not our first purchase. We've had other La-Z-Boy furniture in our home. We've had them for almost 10 years now. So far so good, in terms of the quality of their furniture.

That was 2 1/2 weeks ago. We never heard anymore from anyone else until today, when we got a call stating that we could pay $175 for someone to come back to examine the chair. No offer has been made to fix or replace the recliner! It seems obvious that they do not intend to stand behind their product. This happened AFTER we find out that the supposedly 'high end' product was made in China; the leather was dyed only on the outside. In my 63 years on this earth and countless purchases of leather products, this is the first time I have ever seen the color on leather simply rub off.

This is an inferior and defective product, and, as far as I am concerned, was misrepresented upfront. I was not aware that this company, which I have dealt with for many, many years was now following suit with everyone else in the US and having their products produced in China. I am sorely disappointed and upset by this whole thing and intend to never, ever do business with them again!! Whoever reads this and wherever you read it, as a buyer, you had better beware. Ask a lot of questions before you agree to anything. This is not the company they used to be!

We talked to a sales representative at the La-Z-Boy Gallery named Denise and then afterwards, with a gentleman. He might be the manager and he connected with us a couple of times. He was really wonderful and we really liked him. He was very nice, very approachable. We were able to call him back a couple of times. He was very helpful. And the delivery young man was extraordinary. I even called back to the store and said how extraordinary he was, both times because the order came split; a couple of weeks between them and we had the same young man both times. I thought he was incredibly pleasant and knowledgeable. We haven't had somebody in the delivery mode that good in years. He's really tops.

We did have a very odd problem. One of the chairs broke within just a couple of days. Everybody thought that was really surprising. I don't believe we were even really sitting in it. We hit against it and the wooden frame on the rocker came. We called right away and everybody was good. I couldn't sit in the chair for a couple of weeks while we were waiting for somebody to come out to do the repair. We had someone out twice because there was one concern about the leather; was it okay?

So a gentleman came out and said it was fine. Then he said he'd never seen anything like this. He said it was the first in his book. And he also was super nice. He worked on it twice, and so far so good. I was a little afraid to sit in it right afterwards, but my husband has given it a couple of test rides for me so we're doing okay. We were just surprised to have a problem so soon, but so far, everybody's been wonderful and I'm hopeful that if we have another problem with this chair, we'll send it back and have a new one sent.

I think the quality of the furniture is beautiful. I think it was a little bit pricey, but we did purchase leather and we did get the warranties. So that's probably pumped and we also did get the memory foam. We pumped the price ourselves actually. So probably, without all that, it wouldn't have seemed quite up there, but I still thought it's a beautiful product. The chairs are beautiful and we're very pleased with them.

I waited for 5 weeks. NEVER received a call after several phone calls speaking to **. I demanded a call back from a manager. I received a call back from ** who actually help in getting the sofa corrected within 1 week (due to the danger of a broken frame). Now the new challenge was to get my 2 recliner corrected. I did asked ** about them. She stated they were waiting for the order of the cushions. They will call me 3 weeks later. NEVER received a call. I call the 408 283-5588 and spoke to someone and stated they had the order and someone will be out there on the 15th of August. The tech was here. Mr. ** (Sr. Tech) brought a piece of the sofa to be replaced (from the broken frame) and 2 very cheap looking cushion for only 2 armrest.

After I told him the sofa was already fixed and he looked at the armchairs he stated the cushions will not work and I needed 4 cushions. I explained to him my frustration with La-Z-Boy since this started in April of this year. He felt that if he could take the 2 chairs back to the warehouse and he could fixed it correctly. However, I needed 2 chairs to replaced the ones he was taking so he suggested maybe loaners. He was going to put this in his notes and I was going to call the 408 283 5588 also. Mr ** also stated he was busy - it may take another 3 weeks (not acceptable).

I called on that day (15th) spoke to **, explained everything. She stated she read Mr **’ s notes. However the manager was gone for the day and she will call me on Monday. I told her no one NEVER calls me back. However she told me she would. I waited until Tuesday - I received NO PHONE CALL. So I called again, spoke to **, who stated the Manager was not in on Monday but she is in today. I told her that again someone should of informed it. ** stated she will call me by the end of the day.

Here it is Wednesday NO CALL so I called and spoke to **, who asked ** and now the story is they are waiting to hear from the warehouse on if they have 2 recliners chair to give me as a loaner. ** stated she will call me no later than Thursday PM. I asked for the phone number, department or email address for complaints. I was told by ** that they are the complaint center and they handle all complains. She would not give me a name. I went on the internet and found this .

I'm so upset about your service. At this point I should get 2 new recliners and a new sofa with all this problems I am having. I only had this furniture less than a year. I can’t even have it repair. I have to make several calls. At this point I will be contacting the BBB and maybe get advice on legal action. I don’t feel doing this will help. But I need to tried to work within your TERRIBLE SYSTEM to a point. MY INSPECTION WAS DONE ON APRIL 29, 2014 to get everything corrected. IT IS NOW AUGUST 20th. HELP, HELP, HELP.

There was a couch that I particularly liked and I had looked at it several times and every time I came in, I would talk to somebody. I did ask them about it and what kind of fabrics it came in and all that, and they told me the swatches were there on the chair and stuff. And I said I'll go look at them and I'll see what they have. When I finally decided to buy, I went in there and I said I want that couch and chair over there. Up until then, the sales representatives at the La-Z Boy gallery were real nice. They would come and show me anything I wanted to look at. When I knew that the couch and chair I wanted came in red, I thought I got to have this couch and chair. And I'm setting aside the money right now.

Regarding the delivery, they had told me that since it was a special order, they would call me when it came in and that at that time, we'd set up a delivery. Well, it came in really much sooner than I had even thought it would because they had said it would take six to ten weeks. I don't even think it took six and I was just thrilled when it came in. Of course, we set up the delivery right away and the guys came. It was so funny because right before when the guy calls me, it had come a torrential downpour. And so the guy called me. He said that they have my couch and chair and they're coming to me in a boat. Well, I started laughing because it was pouring out there. So it was wonderful. They did a great job. The guys were just super.

Now about the quality of our new furniture, it is wonderful. I just like the way it looks and the way it sits. And I got what I wanted this time. The last time, I had bought T-cushions and that was a big mistake. I won't ever buy T-cushions again because there's only one way you can turn them. These cushions, you can take the cushion out and you can actually turn this any way you want to. Whereas a T-cushion, you can take it out of there and do whatever but you're only going to get that cushion to go one way. It will just flip over one time and that's it. And this, you can flip it four different ways. You could actually take the cushion out and turn it around. If the front gets a little low, then you just switch it around and you're good to go. I just absolutely love it.

The cost of La-Z-Boy is always more but I just like it because I can always find something in La-Z-Boy that I like. I've been to all these other places and I've walked all over Haynes and never saw anything that I liked. And I can always go in La-Z-Boy and find a couch and chair that I like. That in itself says something to me. And it is just good stuff. It's solid and it's made good and you don't worry about it wearing out. It'll last a good 10 years. I like the way it looks and the way it sits. And so far, it's great.

Now I always tell everybody about La-Z-Boy. Once you buy something from La-Z-Boy, you won't go anywhere else. I always have bought everything ever since the first couch I saw and wanted and I got it. From that day on, La-Z-Boy's all we ever bought. In fact, when he and I split up, he took the La-Z-Boy couch that was in the den and I kept the La-Z-Boy couch that was in the living room. So I've had La-Z-Boy couches ever since and I replace them. They end up getting replaced. They'll last about 10 years but I would put them up against any other couch because I don't think any other couch would last any longer than that, unless it was leather and I don't like leather.

Sue from the gallery was a sweetheart. She came to the house and we had a delightful chat. The sales associate that scheduled my delivery was very accommodating and knowledgeable and was just a sweetheart. I had no problems at all. Just a couple of weeks ago, I had an invitation to one of La-Z-Boy’s open houses and that was very nice. I saw some accessories I’m putting in my mind together but I can’t accessorize yet.

Quality of the furniture is so far, so good. I have recommended them to a friend.

The sales representative was really good. He knew exactly when I needed attention and when I needed to be left alone, and it was perfect. Some of the items needed to be made because I didn’t take the color off the floor. The sales associate called me and let me know when my furniture was going to be done, so we scheduled an appointment to have it delivered. The delivery team was awesome. They were very friendly and arrived right on time. They gave me a four-hour window for the delivery, and I must have been the first person on their agenda because I got my furniture at the beginning of the four-hour window. I love the quality of the La-Z-Boy furniture. They weren’t necessarily cheap, but I needed comfort over cheap.

The sales representatives were very nice, very helpful, not overly pushy. I had a good experience. Also, sales associates were pretty helpful. I actually had to reschedule and they were helpful with that. Moreover, the delivery team was great. I had two separate deliveries, and everybody was professional, they were quick. The only thing about the delivery that I did not like is that the first time I had to look the day before the delivery to find out the time frame it was going to be delivered. I work full time so it’s very difficult for me to figure out whether to take the morning off or the afternoon off. The second delivery was not bad. I’d recommend La-Z-Boy. I thought the staff was really good, I came in once to look and they made it very easy.

I never had leather furniture before, so I really didn’t know what to expect in terms of quality. Right now, it’s dusty since we’re in the process of moving. But I do know that the quality of this furniture is good. Since I also visited the regular La-Z-Boy store, I know how much the furniture originally cost, so I know I got a really good deal on it. But anytime anybody’s buying furniture, it’s expensive, period.

The girl in the store was really nice. I think she was the manager there. The purchase was expensive so I was using two cards because both cards have a certain limit for each day. She helped me call the bank and talked to people on the phone. She was very friendly. We had other things to talk about aside from the furniture, which made me really comfortable. She and the other girl, the sales associate, worked together really well. I extremely appreciated the way the girls worked; I was really happy with that. It was a really good experience in as much as I was in love with the furniture.

However, the guys that delivered the furniture acted like they didn’t want to deliver it. One of them told me that it wasn’t gonna fit but I already knew that it would. It’s just a matter of the way they were handling it. They delivered it and it was fine, but I thought I had to put pressure on them. In the end it was definitely worth everything. And I do know I would recommend it.

I was too ticked off to talk with Customer Service. My wife was mad at me because I lost my temper. So my wife and I went to this store in North Aurora, right off of I-88. The girl was absolutely great. The same chair was there, no problem. She got the pricing list and there was no difference in pricing. I had to pay the delivery fee, which by then I was over it. She was very helpful and got delivery all set up. I had to call in the next day as to change the delivery date as I had to take my wife to the doctor. She was fantastic and changed the date. The first store had an attitude problem and it was a horrid experience. Fortunately, I took a second chance and I'm glad I did, because the service that I got there is what I expect and that's how it was a long, long time ago. I understand things change and you have to pay delivery and all those other stuff. I don't like it but that's the way it goes. I wouldn't have been so upset if I wasn't treated the way I was treated the first time.

We bought, from a local furniture dealer (Not La-Z-Boy) a LA-Z-BOY CERTIFIED recliner which was supposed to be a duplicate (we had the old order #) of our lost recliner. Everyone who sat in it said it was the most uncomfortable chair they'd ever used! We reshuffled the padding and did everything we could to change it... We returned it to the dealer who we believe just let it sit for 2 months (claiming a La-Z-Boy rep had looked at it) and then returned it to us, saying they could find nothing wrong with it. We finally just gave it away to a relative.

So, in 2014, hoping for a better experience, we bought the recliner mentioned at the first of these comments. It took 2 and 1/2 months to get it. When it arrived, we examined the recliner. Upside down, fabric edges were cut too long in some places and too short in others, resulting in a bad line of sewing, just SLOPPY! The last line of padding, from the front of the chair at the top, was sewn crooked, resulting in a sloping of the line, looked terrible. The sides of the chair were sewn right over the wood sides with no padding (I could swear the floor model had padding). The whole construction of this chair was just so sloppy - I can get better furniture than this at Ashley, which has horrible furniture!

We will not buy La-Z-Boy anymore. They have gone the path of almost everyone else - make it cheap and sloppy and try to convince everyone that a once wonderful name in merchandise still exists. I would not recommend Lazy-Boy to anyone!

Fast-forward to this year and we were in the market for another sectional and chair to replace the poorly made furniture we had purchased a few years back. Since we had such a great experience at La-Z-Boy before, and since we loved the furniture, La-Z-Boy was our first choice. The closest La-Z-Boy to us at the time was Clearwater, Florida. Our salesperson, Gloria, was pleasant and helpful. She stated that we would receive the furniture in 6-8 weeks and that we had to pay extra to have the furniture delivered to our new apartment (we were moving June 30) since it was out of their service area. We agreed and made the purchase on June 7 totaling $3,050.63. We put down a deposit of $763.00.

We did not hear anything from Gloria or La-Z-Boy for the next 6 weeks. My wife called on July 17 and talked to Gloria. Gloria stated that that furniture was due to arrive in the warehouse on August 2 and would then need to be shipped to the Clearwater location and then scheduled for delivery. Since we now lived out of their service area, they could only deliver on a Friday. This would mean the furniture would not be received until outside the 6-8 week commitment made by Gloria in June. Needless to say, we were not happy, however, Gloria said she would keep us updated. She did not.

My wife called the Clearwater store on July 28 and was informed that Gloria was not in. She requested to speak to the store manager and was transferred to Josh. She relayed the information to Josh who was very disrespectful to my wife. At one point in the call, Josh said that there was no way that my wife talked to Gloria on July 17 because Gloria had been out on sick leave for the past 5 weeks. Josh stated that they did not have any dates in the system indicating when the furniture would arrive. He also stated that he tells the salespeople to never provide an estimated date, and that Gloria should not have told us the 6-8 weeks timeframe. Obviously, my wife was not happy with Josh's negative attitude and his lack of assistance, so she requested a contact at La-Z-Boy corporate. Josh provided information for Nick Ciago, VP of Sales. My wife called Nick several times over the next two weeks and never received a response.

I called Josh later that day and relayed the same information my wife did. I also asked him about the statement he made to my wife that she could not have talked to Gloria on July 17. He recanted his comments and said that he did not know if Gloria was in. He stated that Gloria and another salesperson had been on medical leave on and off the last two months and he did not have a sense of who was in when. I reiterated our frustration with the delay and he said he would investigate and get back to me. I asked him to call me every day until we received the furniture and said that we would be deciding whether or not to cancel the order.

Josh called me on July 29 and stated that he had left several messages with his purchasing agent. He had no other information at this time. Josh called me again two days later and stated that there was a chance that the furniture would be in the warehouse on August 1 but he could not be certain. He also said that he did not know when the furniture would be delivered. I thanked him for the call.

After talking with my wife, we decided to cancel the order since we still had no idea if or when we would receive our furniture. I called Josh and told him this. He stated that I could not cancel the order since it was a custom order. This is odd since we purchased the furniture with whatever fabric choice was standard. I stated that I would call corporate myself and he disconnected. Another call was made to Nick Ciago that he failed to return.

Interestingly, the Monday following. we received a call from Brian at the warehouse. He stated that the furniture would be delivered on August 8, a full nine weeks after we ordered it. Also interesting is that we paid extra for delivery that was outside their service area when there is a La-Z-Boy 10 miles from our new apartment. To this day we have not received any response from Nick Ciago and no other communication from Josh or Gloria. We are so unhappy with the experience that we will never shop at La-Z-Boy again. How very sad!

Another thing, while still waiting for one of the lamps, they say “we’re coming”. I called last week and they say wait for them. I wait one week. The day I call the sales lady say “I know who you are, I don’t know where’s the lamp.” I say, "You tell me that and I don’t want it." And they say, “No, no, no, you have to come in to our store to pick other lamps.” I say “I paid for that. I paid the lamp. You don’t care for me so you want to give me something else. That is kind of ridiculous." This is Wednesday, the store manager coming back, I say, “I want the lamp but how long you make me wait? Give me the time. You cannot tell me… I cannot wait that long...”

Scheduling the delivery was pretty much right on, what she said and when it would be here. She had printed everything up for us, furniture layout and told us to make sure that the delivery men set everything up the way it was in the diagram and the pictures and all that she had printed up. It was pretty decent. But the delivery team, the first time they were great. They brought the majority of the furniture, everything in and set everything up and unwrapped them, took everything with them. The last thing that we had delivered was a huge, round mirror and all they did was just drop it off. They didn't even unpack it, didn't take the wrapping or shipping box with them. So I wasn't happy that I had to get rid of all that myself. But other than this, the experience was awesome. Above and beyond.

The accident occurred earlier in the day and there was no way he was making his 2:45 to 4:15 appt with us. Requested to speak to a supervisor... was told one would contact me in 24 hours. Again... not true. Had to call and set up a new appt, again more than a week out. Tech did show up today... need a whole new base. No idea how long it takes to get one and have to get all the parts in hand before I can call and get back on the queue for an appt. This is Customer-not-so-much-care.

In January of 2014 after only having the sofa for 8 months and the chaise lounge for 6 months, all the cushions were completely flat and horribly uncomfortable. La-z-boy agreed to replace the cushions. This took 12 weeks before we received all our cushions and they were installed on our couch in April of 2014. It is now August and we have been complaining to the company for a month that the "new" cushions they sent are in horrible condition. They are actually worse than when they first replaced them!

We have called the store and the headquarters and have been told that the pillow top cushions typically go flat and this is expected wear even when they are only a few months old! La-z-boy needs to start disclosing this for their pillow top products. We wanted to upgrade to memory foam cushions to start with and were told it was not necessary and now we are being told the pillow top cushions go flat really quickly.

We bought la-z-boy because of the quality associated with the name. I completely regret ever purchasing this sofa - it was a complete waste of my money. I plan on making sure everyone I know that wants to buy new furniture does not buy La-z-boy! All I want at this point is to return the product and get my money back! If that is not an option I am willing to accept a better quality sectional or upgraded cushions for my current sectional. If La-z-boy really wants to keep customers and maintain their reputation of quality they need to stop manufacturing poor quality pillow top cushions!

I'm happy that I have a repairman that is working on it, but I'm very disappointed that I had a special order of furniture and it came looking like this. If it were special made, why did it look like this? I would have to say in buying experience, I would never recommend it. A piece of furniture should have never been delivered like it was delivered. None of our three pieces should have been in our home like they were. And I cannot believe an inspector did not catch it; I mean, it wasn't one piece of our furniture - it was our loveseat, it was our sofa, and my recliner. This isn't the furniture that we paid for.

I wouldn't recommend it. If they could see it on the showroom floor and it be a piece that is right, yeah, maybe I would. But I wouldn't tell anybody to special order; I couldn't do it. If you pay that kind of money out and I said to the guy that had come in to work, I said, "Look, he's got a La-Z-Boy chair over there, 10 or 12 years old and it's still perfect in every way, and he bought it off from the showroom floor. Look at it compared to ours that we had made, it's a shame." He said, "I can see what you mean," because I mean is that he bought off from the floor is just as good as the day it was bought except for the color and the back where his head rubs is fading. But other than that, there's no mark or nothing; the leather has not given in any way.

Original Review: Aug. 6, 2014

I have been repeatedly stonewalled by customer service over a chair that lists and which the technician told me he could not repair when he examined the chair in June. The "escalation specialist" at headquarters has done nothing but assure me that after a second inspection in late August, she will review the report and see what to do. I turned in desperation to this person because I had received NO help from local customer care, only assurance that yet another e mail would be sent to corporate headquarters. She was unable or unwilling to share more than a first name or the email address of CEOs @ the company. The problem was first reported in mid-May, no technician arrived until June 4, and now it is August 7. My experience has been that customer disservice is the rule with La-Z-Boy.

I didn't mind spending the extra money for La-Z-Boy because of the reputation but I am very disappointed. The first seam split in March after only 6 months. I would like a credit to allow me to receive a sectional which has better material. (I already paid for upgraded material which is terrible.) I love the configuration of the sectional and the dealer has been accord aging but I need a piece of furniture that lasts more than 1 year. I am on a pension. And can't afford a new one.

I love the people at the La-Z-Boy Gallery. That is because whenever I go any place, I pick the people who I want and like. There was a gal there by the name of Andrea, they call her Drea, and she just got to know me. Whenever I came in, it just turned out she was there. She was very easygoing and helpful, and she knew the furniture well because she has been involved with La-Z-Boy for 15 years. And so, I'd come in and she'd sell me something. Well, here is this issue. One time, she offered me something and I bought it. Then I came back and purchased another piece because that piece which she sold me was fine for some other folks in the house, but it didn't really fit me, and she immediately put me with something that would. She didn't even say that she thought the first item was a good deal. She just knew right away what would better suit me.

And everybody else was good, too. They had a really friendly and nice decorator, Celia. I’d come back in after we visit with each other, and she’d come over and say, “Hi!” and that was just nice. The quality of La-Z-Boy furniture is really good. That’s why I buy La-Z-Boy. If you go into other furniture stores, before you should do so, and I didn’t know this until much later in my life, make them turn the piece over and look at what it’s built with, because some of these stuff is just built very poorly. For instance, other furniture is crap. I spent just as much money and it just turned out to be junk. And the people in other furniture stores don’t care.

But I’ve learned that from a friend of mine whose dad was in the furniture business most of his life, and he said there’s several differences that show low quality, and you’ll know it once you flip the furniture over. There’s what they call the motel quality, which is a little bit more sturdy. And then, they have the one that is more like La-Z-Boy, which is a really sturdy product. Well, what I had bought in the other furniture store was low to motel quality because when you flip the furniture over, there’s this little, tiny, skinny piece of metal and it just doesn’t look anything like La-Z-Boy. So, what happens is you end up without that lifetime warranty that La-Z-Boy has. But also, you ended up spending really good money on a really inferior piece of merchandise.

Scheduling the furniture delivery was real smooth and easygoing. The sales associates were very helpful. They make sure that the delivery was at a convenient time to you. One time I had to have a change in delivery dates, and it was not a hassle at all. It was just real good. The delivery people were excellent! They put up everything, and were quick and fast. They found a problem with one of the pieces, and they immediately took that back and said, “No, this is a problem.” A lot of people would feel, “Well, we’re just delivering it. We don’t care.” But the La-Z-Boy team was really good. They cared. And they’ve worked there also for a long time, which tells me La-Z-Boy is probably a decent place to work.

Overall, my experience with La-Z-Boy was excellent. The people were very professional. The furniture was very well done. When you call them afterwards, you don’t get a big runaround. You just get helped with whatever it is you need.

I called in February 2013, because the footrest would not work. The lift handle just spun around with no result. It took weeks to get a repair completed. In August 2013, I found that the footrest was again not working. So I called again and reported the problem and where the chair was located. This time, the footrest would not elevate, no matter how hard we pulled the lift handle. Again, weeks went by before the repair. In January 2014, the footrest stopped retracting - it was stuck in the elevated and extended position - not safe for my elderly father who has difficulty with balance. I had to wait 8 weeks for the repair part to come in - and it stopped working in March 2014. It was completely jammed. No amount of pulling on the reclining handle or even on the footrest itself would bring up the footrest. It was solidly stuck.

I called immediately and asked for yet another service call. I also enquired about cleaning the chair, as my father had and accident in the chair and did not want it returned to my home in that condition. I was told they normally don't deal with this kind of cleaning, but would send out a cleaner as a courtesy. No word from either the repair dept or the cleaning company. I again called at the beginning of June. Got the same run around. No action was taken. I called again on June 30, to inform them that my father had to move from his facility in a week, and I was reclaiming the chair, but didn't want to put a $800, urine-smelling, broken chair in my house. I tried to get someone to come and look at the chair while it was inside, but no appointments were available. I was told that I could store it covered on my porch until the technician could come in 4 weeks.

The technician came and was rude. He was not happy that the chair was outside - we'd had it covered to keep off any rain and flotsam. He indicated he couldn't work on it and we should have called earlier. (Seriously????) I called last week to enquire what the status of my claim was. I was told the technician was supposed to have cleaned the chair (he told me that was not something he could do at all), even though the order to clean it was in the work notes. Upon seeking to re-schedule the cleaning, we were denied coverage from Guardian. They stated the reason was that the chair's location had changed from my father's residence to mine - without notification to them. (Again, seriously???) They will not be honoring the warranty I paid for, and when pressed finally offered up that they'd refund the $79.99 paid for the warranty.

When I asked to speak to a supervisor - repeatedly - the customer service representative spoke over the top of me, told me the supervisor and she had discussed it so it was not necessary for me to speak with him/her, and that the supervisor was not available at the time (after all, when I checked the clock, it was 1 minute past closing for them on the East Coast - seriously - then she terminated the call when I asked for a return call). I am very disappointed and upset since this was supposed to be a no-fault, replace the chair if they could not fix it insurance policy. I am NOT a satisfied customer. I am NOT going to recommend that anyone purchase anything from La-Z-Boy and ESPECIALLY do not recommend any extended rip-off warranty coverage.

The furniture was delivered early, and it was earlier than what we had anticipated, and they delivered it on a day that was convenient for us. So far, the quality is good. They're a good group of people that are concerned about us to being thoroughly pleased, and I couldn't ask for anything more than that.

She was on the phone 20 minutes after the deliver was complete and requested repair. A repair was scheduled. He immediately told her he was not familiar with this kind of chair. The repairman ordered parts. 3 1/2 weeks later, new parts were installed, but they did not solve the problem. She told the repairman it was not fixed. The repairman told her she would just have to loosen the springs herself (I assume he meant she would have to rock it a long time to loosen it up?). He left. She called the repair line again and they promised to send someone else out. They did and this repairman said nothing was broken and he left. She called and complained and the company told her it was not broken so they would not send anyone else.

So, my friend went to the bank and asked that they recover the money she spent on the rocker. The bank did attempt to do this but La-Z-Boy denied the charge back on the basis of my friend signing the initial paperwork - no matter that the chair is not right, no matter that she called right away for repair - no matter that this has damaged their reputation. The fact is she signed paperwork accepting the chair so they don't stand behind the craftsmanship of the chair. She has since contacted La-Z-Boy again and has attempted to set up repair, but twice they have cancelled the day before. They seemed to be stringing her along hoping she gets bored. At this point, my best recommendation is for my friend to contact an organization that advocates for the blind to see how they might be able to help her.

The Order: In April 2014, I placed an order for a chair at the Route 31, Clay, NY La-Z-Boy store. The salesperson was pleasant and when the order was placed, informed me that it typically takes 4 weeks for delivery. I paid in full for the order. The invoice did indicate that special orders do take between 6-8 weeks and that I had 3 days to cancel. After a few weeks and no contact from either the store or from La-Z-Boy, I called the store in Clay. The person answering the call informed me that I would need to contact the 1-800 telephone number listed on my invoice if I wanted to know when the chair would be ready for delivery. I called the 1-888-798-2311 number listed on the invoice and was given a date in June for expected delivery.

The June date arrived and the furniture did not. No call from La-Z-Boy, so I called the store and was informed that I would need to contact the number listed on my invoice. This happened several times, I would contact La-Z-Boy and was given an expected delivery date with no follow-up contact or update from La-Z-Boy. I received an icy response from Jesse at the 1-800 number in July and contacted the corporate office. I spoke with Kim at the corporate office and although she was pleasant and seemed helpful, she informed me that she would respond to me and never called me back. There seems to be a theme with La-Z-Boy - no follow-up!

The Delivery: I received a call, finally, from the sales person regarding the delivery of the chair. He indicated the days of the week that La-Z-Boy delivers to my area. I called him back the very same day and the next two days and was unable to speak with him. I called first thing Monday morning when the store opened and was told that the sales person was "late" and that she could not schedule my delivery on the day of the week offered by the sales person. I asked to speak with a store manager and was informed that they were in a meeting and could not be disturbed. ** did return my call but, was unable to assist in scheduling the delivery date as offered by the sales person. My chair was finally delivered on Saturday 8/2/14. The delivery staff were very nice and on time!

The Product: The chair, however, is sub-par. The fabric is loose and where it has piping, the piping is not filled. The footrest needs additional fill, you can feel the metal frame. The chair delivered is not at the same level of quality as the piece in the showroom.

The Policy: There is a policy at La-Z-Boy requiring payment in full for special orders. There needs to be a customer policy that if the product cannot be delivered in the eight weeks listed on the invoice that the customer can request a full refund. On July 8th, when I contact the corporate office, the chair fabric had not be ordered. La-Z-Boy did not have the chair started, it would have been great customer service to allow me to cancel the order and receive a refund.

I like the quality of the furniture and it's one of the reasons that I bought it from La-Z-Boy. Sometimes you can see things or pick things out, not just furniture but anything, and you can pick something that's not good quality if you know you may not want to keep it anyway for a long time. But I want to. I'm 69 years old and this is going to be probably the last sofa I'll ever purchase. I jokingly told my younger son and I said, 'You guys can figure out who gets the sofa.' But, you know, quality is what I was looking for and I know I've got it. And that's one thing about La-Z-Boy, there's a lot of variety. I could find the big piece of furniture if that's what I wanted. But the thing I just love about this sofa is I'm not a big, tall person, and I can sit comfortably on it.

Also, I used to have horses and so I'm familiar with good leather and bad leather. I knew that I wanted leather because it's durable and easy to take care of. You don't have to get out your upholstery tool on your back and sweep for every time you want to wipe something off. This sofa, the leather is just outstanding. I realized that I would pay for good quality, so cost versus the quality, I'll always ask for quality. So I'd recommend La-Z-Boy. My overall experience was fantastic, wonderful. I'm very happy.

But I have a problem with the new sofa from La-Z-Boy. I got it on sale the weekend of July 4th. It was a pretty good price. But now it's grinding when I lean it back, and so I thought, 'Well, this is a brand new sofa and it can't be doing that.' I haven't called anybody yet because I kept waiting to see if it would stop but it's not. My old sofa from La-Z-Boy, I had a guy over to fix it because the handle kept breaking off. I thought we had it fixed but it still wasn't fixed and something else broke, so I thought, 'Well, maybe it's time to get a new sofa.' And now I've got this problem, so I don't know what's happening. It was five years old, maybe it was time to get a new one, and this one has electric buttons and everything. But I thought it shouldn't be grinding anyway.

The salespeople were fine, but your delivery took forever. They weren’t very communicative with us. When I would call them to check on it, they were very polite but I had to call and ask them when my furniture was going to be in and when it could be delivered. I wish when the furniture had come in, they had said so. Instead, when I called them, they said, “Oh yeah. Well, it came in a couple of days ago, but we can’t get it to you for three weeks.” It was only the very first couch delivery that they did call me. For the rest of the furniture, I had to keep calling them about it.

So far, the quality of the furniture is fine. The chair tilts a little bit further back than the one we sat in at the showroom, but we’re okay with that. We love the fabric that they picked out and everything else. But I don’t know if I would... unless they had the furniture in stock and everything... I don’t know if I would ever order furniture again.

Original Review: July 30, 2014

We ordered a couch and love seat from the La-Z-Boy furniture store located in Frisco at 8294 Highway 121. We spent a total of $3432.38. This was on Feb 16, 2014. Our sales invoice clearly states allow 8-12 weeks for delivery. Today is July 30, 2014 and we still have no furniture. That is 5 1/2 months not 8-12 weeks. I was even fine when I was told they would finally be here in July. Well now I'm told they won't be here in July. Maybe another week or two is what we are being told now. That will put us at over 6 months. That is if they are here by then, which I don't believe at this point. We have actually forgotten what the couches even look like at this point!

I'm being told by the salesman he feels just as bad as we do about our furniture being so ridiculously delayed. I assured him that he doesn't mainly because he has furniture in his house! I have asked to speak with the manager of the store. He was unavailable before and now he is out of town. I then ask to speak with an assistant manager. I'm told the store does not have assistant managers. I have had it with the whole process. I told the salesman who called at this point we would like to just get a full refund. He responded that they will try to waive part of the delivery charge. Really nice that he is going to try and waive a portion of $109! Now that's customer service.

I would not recommend anyone buy furniture at the La-Z-Boy Frisco location. I have already started putting the word out about our ordeal with my fellow Public Safety Professionals, and encourage others to do so as well. We want our $3432.38 refunded in full. I am not interested in getting nickel and dimed with restocking fees or discounts. We want to be done with this.

Original Review: July 28, 2014

We bought a sofa and love seat with the leather look fabric 2 years ago and now the fabric is crumbling off. We called Miller's furniture where we purchased the set and they came out and took pictures, then sent them into La-Z-Boy who said it was not a fabric defect. The crumbling got worse and spread. I wrote a letter and sent more pictures, then I called. On the phone they again said it does not look like a fabric defect but that I should have been maintaining the fabric with a water based cleaner. This was news to me. There were no tags with that information nor did the seller say anything beyond what to use if it got dirty. We paid more expecting this furniture to last and instead, we are very disappointed in both the furniture and the treatment from seller and Lazy Boy.

We had ordered a special custom-made chair. To have to pay for my purchase before I even get it was extremely ludicrous. I will never buy another La-Z-Boy that way. I’ll buy one if it’s on the floor but I would never order one because I have to prepay it. We just bought a $45,000 car and we did not have to pay for our car until we picked it up... And then the delivery... we had to make a special day to get it delivered. It wasn’t like it was delivered within the week. That was very inconvenient and we had to exactly be home, and if we weren’t home, they’d leave in 15 minutes. Otherwise, we were pleased with everything.

We had a wonderful salesperson, very helpful. And my wife said they were extremely kind and informative when they came and set it up and wanted to be sure she could raise and lower the thing and if she knew how to take care of it. We've had other La-Z-Boys, but this group was just really very professional and a little ahead of time in delivering, which is good. So it was very good. They got a wonderful product and we will enjoy our La-Z-Boy.

Thank You BTW for following up on the sales. We've had some things we purchased and no one has followed up, so I appreciate that.

Also, the delivery team was good. They went through the list with us, they brought the stuff in, and we both marked it off, and they assembled it. We had a couple of pieces of furniture we had to get out of there that they helped us move, so it was a very good experience. They were courteous, friendly, and very helpful when we were redesigning a room and did a good job of putting things together so that it was easier for us to accept and buy the merchandise.

As I was leaving another customer was having similar issue. The salesperson quotes one price and then when they write up the order everything becomes "custom" and the price changes. Also the sales people are very rude, sarcastic and not helpful at all. I was dealing with the manager!! I walked out, went down the block and purchased 2 chairs for $299 each at Ashley Furniture. Don't purchase from La-Z-Boy in Orange, CT.

So my overall experience was great other than that one issue about me always having to call and nobody really had an answer. Everything else was fantastic. Every time I went in the store, they were very nice, very helpful. The interior decorator that helped me was amazing. She was there when the delivery team came. A lot of the pieces that I bought I didn't see. I just saw it in the book. They weren't in the store but when it all came together and I've gotten so many compliments on it and I couldn't have never done that without her. The delivery team was fantastic; they were fast. I don't know how they did it just the two of them, considering I have a three-story townhouse. But they did great.

The price was good. The quality was good. I'm thoroughly impressed with my new furniture.

So a few days go by and no phone call. So, once again my husband takes it upon himself to call someone at customer service. Of course no answer so he leaves a voicemail. Finally we get a call back and was told it's past the 48 hours of having the chair in our home. Ask to speak to a manager, but of course they won't be back in the office until Monday. That's no surprise! All I want is to exchange the chair with something we are happy with. We are even willing to pay the 25% restocking fee!!! I can't keep putting this off and waiting for someone to call me back. I need to do something with this chair. We spent so much money on this chair. I really just want something that we are happy with. Please make some kind of an exception and work with us on this matter. That is all I am asking! I realize it's past the 48 hour mark, but geez please just work with us here!

I do not want to exchange it for another chair and pay even yet more money, I simply cannot afford it. I would like to return the chair and get my money back.

I've been gone for two weeks. I called the other day and he said, well, it’s not going to ship until the middle of August. I said, “I’ll tell you what, rather than give you back a used chair, I will keep the recliner that I have and just get me the loveseat and I’ll be happy.” He said, “I don’t know if I can do that because it was a special order.” I didn't order anything unusual. It wasn't a custom-made piece in my book. He was going to get back to me and I was waiting until the middle of August. He’s like, “It’s probably all going to ship together.”

I said, “All right. When they get here with it, I will just tell them not to take the new chair, the new recliner off the truck.” He said, “We can’t do that.” You can sell the brand new chair. You can’t sell the one I have and I’m willing to keep i,t and I’m not asking for any more money. I’m not asking for a refund. I paid an additional shipping and delivery fee. I’m not arguing. I just want to keep the chair I have and get the loveseat and give back the sofa. That’s all I want. My husband and I redecorated around a La-Z Boy chair that he currently has that he’s had for several years. He was not willing to give up his red letter La-Z-Boy recliner. Overall, my experience was pleasant. They were extremely professional all the way down to the delivery guys. I have no qualms about any of it other than my furniture doesn't fit.

I returned the item to the store on Friday July 18 at 10:30 a.m. and asked for an exchange. The sales mgr. said it was past the 3 day exchange period. I explained the circumstances and she contacted the store mgr. by phone. He still refused to authorize the exchange... I asked the sales mgr. to speak to the mgr. She said she could not do this (she did not explain why) but would leave a message for him to contact my wife and I that day. We never received a call from him.... In my many years of purchasing items in stores I have never had an experience like this. I was in the store for over 45 minutes, never was rude to anyone and was thoroughly humiliated. The managers handling of this situation was arrogant, indifferent and inappropriate. I believe disciplinary action should be taken against him to obviously include training in how to handle customers. I wasted a whole morning in this store and had over a 60 mile commute.

We called to check on our order a number of times, hearing that some items were in the warehouse, others were not. An appt. for delivery was set up for original delivery June 27 (after 10 weeks wait). We were told that the delivery company would call when they were 20 minutes away and would come between 10 and 1. We received a call at 8:30 saying they would be there in 20 minutes. I had to rush home from work to meet them at our home. On this occasion, they delivered the end tables, 2 reclining chairs, the mirrors and 2 lamps. They attempted to deliver the sofa, but the two movers could not maneuver it into our home, saying that it would not fit. We were also called the day before the delivery to be told that the accent table was damaged and would have to be reordered.

When the order was unpacked at our home, our daughter found that one lamp had no finial or shade base, so we could not use it. Store was notified. Both recliners had obvious dirt marks on them and a scratch on the back fabric of one of the chairs (we were told to call Comfort Care and they would clean the spots and look over the chairs). Second delivery, July 1, area rug was delivered. Again, I was told that the delivery was to be between 9 and 12, and we received a call from the delivery men at 8:00 that they would be here in 15 minutes. I was not ready for them until 9:00. They came at 8:45! The sofa was to be redelivered at this time, but it could not be arranged! Third delivery, July 8, the sofa was finally redelivered and the sales team came from the store. The sales team was able to direct the movers and the sofa made it into our living room! Finally!

On July 17- Representative from Comfort Care came, removed spots on 2 chairs and is ordering a new back panel for a chair due to a scratch on the fabric that wouldn't go away. We have been dealing with ** and the manager, **, in an effort to determine why there were so many problems with our order. The process of design and ordering was done well, but since then, we are extremely disappointed with the process! When I spoke with ** at the store, she said that if I wanted to "escalate" my complaints (so that others wouldn't have to go through this), I should call Comfort Care. Comfort Care documented our issues and said that some of the issues were up to the store to handle and Comfort Care was reporting to Corporate. When I called ** back at the store, she could offer no explanation other than "they see this with big orders where merchandise is coming from various suppliers." This is NOT an answer! It actually is La-Z-Boy's problem, not ours, yet we have suffered for it!.

We had a bare living room for 2 weeks while we waited for the sofa to be redelivered and during that time, there was no guarantee that it would come through the door! I spoke last with ** on Monday, July 14, and I respectfully asked for a discount on our order. We still have not received the table that was reordered or the parts to the lamp. Heather told me that she would call me back later in the week after she had check with "higher ups". I called on Thursday, July 17, and could not talk to ** because she is on vacation until Monday and no one else in the store knows anything about what she was doing (I spoke with **, who told me that ** probably didn't have an answer for me, that's why she didn't call me back). This is where we stand, now 14 weeks from the date our order was placed!

I would like to know why there were so many problems with our order! Why would merchandise sit in a warehouse and not be checked till the day before delivery? Why is your delivery service company not trained by La-Z-Boy on how to get a "pre-measured" sofa into someone's home? Why does your delivery service not come within the hours they say they are coming? These are problems that La-Z-Boy should address! We will not be recommending your merchandise or services to anyone due to these problems! So far, your system to solve customer service problems is to give the Customer Care number and hope that once we've voiced our complaint, we go away! Each party I've talked to, although they say they are sorry that this has happened, basically explain it away with excuses or passes the buck to someone else. That is NOT Customer Service! I certainly hope that I will be personally contacted regarding my request for an appropriate discount for our experience and, even more so, I hope you can correct these problems so that no one else has to have this stressful experience! Thank you for the opportunity to review your services.

Both the sales associate and the designer were very good and the furniture came just about on time. They gave us advance notice when it was going to come and they were here in that time window, like they were supposed to. Then both Martha and Theresa came out for the installation to make sure the furniture was set in the proper place. I don’t know if they always do that, but they did that for us and I actually have recommended it to several neighbors.

I've been to other furniture stores and the store where I bought my furniture is just wonderful. I've never had any issues, and I would highly recommend the store. I had a fantastic time. Everybody was friendly and didn't hassle or pressure us into buying anything, which is a good thing because I don't like pressure sales. I'd recommend La-Z-Boy for the furniture quality. It’s very nice. I love the fact that it's made in the US of A. I not only tried out several different couches. I had recliners because I was looking for my husband. Then I went home and got my husband and made him go back. And then, he tried them too. So it was just an overall good experience.

If they had told me that it would take six months for that fabric for those chairs, I probably would not have chosen the fabric for the chair. It will be at least another four or five years before we go back to La-Z Boy. The sales rep I talked to initially was very helpful but they had a designer that worked with us and helped us out and there were a couple of times we had to bring her back in as she increased the scope of the project beyond what the wife and I had intended.

The day before the delivery date, they called and said they would be here between certain hours, and that was the plan. The delivery people were late by 4 hours but they claimed they had a flat tire and consequently got behind on their schedule. However, I had to call to find out why they had not shown up; no one called to let me know that they were going to be late. I would say the only highlights from my perspective is that I was unaware of the variety and extensive aspect of the line, because I ended up with two very nice modern contemporary style chairs, and my historic perspective on La-Z-Boy is that it was very overstuffed and old-fashioned-looking furniture.

I just had a little situation with the manager. The one table lamp didn't quite look as burgundy as it should. I thought maybe it was a little more in the brownish side of burgundy. So I was told that maybe another one could be ordered. So I was going on that premise but was told by the manager that since it was a special order, that he wasn't going to do that and I got what I ordered. So therefore, I got what I ordered. But it wasn't a special order. I was shown out of a book lamps and I picked out lamps. I don't see where they were a special order. And then the one lamp had a little bit of a chip in it and I didn't even address that. I just put nail polish on it. I had some burgundy nail polish so I just fixed the lamp myself. But as far as the store itself and the furniture, I would recommend La-Z Boy.

I had to spend the next two hours sitting in the store, picking out another set, and painstakingly finding out if every piece was gonna be in stock by the time I needed it. Went through that process, came the time for me to move in. I needed my bedroom set obviously to sleep. I was told I was getting it one day. Manager called me and said they have no idea where my furniture is. Had to find a bed through somebody so I can sleep in my home. It arrived the next day. And they said, "Oh, well, we feel very bad for what we did. We'll take something off the bill." And to add insult to injury, they took a whopping hundred dollars off my bill. So needless to say, I will never step foot in a La-Z-Boy again. If it wasn't for the manager of the store, I would have cancelled my order. She worked day and night to make sure I got my furniture on time. And it shouldn't have been that difficult. I didn't order anything out of the ordinary.

Mid-March I called the Customer Service number again and said that I not heard from anyone and wanted the status of my repair. They told me that I "must have fallen through the cracks" as nothing had been done on the repair order and that man had been terminated. They promised that they would send someone else out to check on the chair. That guy showed up "in APRIL" and said he would order the fabric, etc, etc. I have still not seen anyone to fix that chair! Today is July 14!!! I have called the main office in Monroe, Michigan 3 times. Still no help! I am at my wits end! and they tell me there are "no refund, or exchanges"! What??? Please help me!

Original Review: July 14, 2014

After a very positive sales experience, the problems began. At delivery, the sofa fabric was not properly put on the sofa. Once that was fixed, we became very frustrated with the discomfort of the sofa.... Our fault we picked it out, La-Z-boys fault for building a sofa that for $1600 is the least comfortable we have ever owned. Now the problem, the automated footrest failed four months after our one year warranty. We called customer service and got a condescending rep who told us it will cost $109 per hour to fix.... After pushing back, she told us $70 per hour. We asked to speak with a supervisor and got transferred to the store..... Come on, La-Z-Boy, you are supposed to be far better than this.

It's good furniture. I know my husband is thrilled with the recliner. The chair I got looked inviting. But I don’t know if I’m thrilled with it because it’s kind of harder to get comfortable on.

I had no problems with my deliveries. They were very accommodating and actually, at one time, they even made the appointment earlier and I’m an early person so the earlier the better. Everything has worked out wonderful for me and I'm very pleased with the quality.