La-Z-Boy Furniture Galleries Reviews

- Both chairs have had to have the seating area replaced (Seat chaise is what they call it).

- One was replaced in June 2011, under warranty; that chair also had to have the ratchet & pawl assembly replaced already (part that failed after 10 years on previous chairs).

- It took La-Z-Boy until April 14, 2012 to replace this faulty part and they charged me a trip charge of $70 since it was out of warranty.

- When I complained to the La-Z-Boy Corporate Office, Eric in Customer Relations in Monroe MI, he said that I bought it from an independent store even though the store carries a La-Z-Boy name (they are Furniture Galleries of Atlanta); so I would need to contact them.

- When I called La-Z-Boy Furniture Galleries of Atlanta to express my discontent, after speaking with David in Service and his boss, Jerry **(Operations Manager), I was told: I already received a $ 40 discount on delivery; I still paid $70 for delivery actually that was negotiated at the time of sale in order for them to win the sale; the two chairs cost me over $1,500; also, they kindly waived the labor charge for this out of warranty repair and only charged me $70 for the trip charge; I still paid $70 out of pocket for the repair; because of these concessions, Mr. ** said there was nothing they could do for me.

We have only two adults living here, both retired and we have no pets. Additionally, I'm sorry to say I recommended that my wife's sister buy two recliners at the same time, that are equally pathetic; she also paid over $1,500 and has the same kind of quality problems. These chairs did not hold up and I feel they do not meet the criteria for merchantability and thus do not meet Implied Warranty as defined by Federal law and they do not meet the standards espoused on La-Z-Boys own website. They failed prematurely!

When we talked to the store manager on 5/7/12, he said we misheard. We tried canceling the order and he decided to do his job finally. He took $200 off, but that was nothing compared to the junk we've dealt with, plus they charged us $50 more for delivery than originally stated. The manager also said, "If you would have ordered your furniture 3 weeks before you did when you were first in here, you wouldn't be waiting". Excuse me?! Then he said he wanted us to contact customer service about our issue. They said the fabric hasn't even been cut for our couches! We're going on week 13!

I had mailed the form within a week of the phone call. I have now been on the phone and emailing with the service manager from the store where the purchase was made and he tells me that they can come fix it, but it will cost me $60 for my "free warranty repair" that I have already paid for. I told him that no, they will do it for free since I did purchase the warranty for such reasons. Now, they tell me that the broken zipper, which they at first denied the furniture even having, falls under regular wear and tear. And since it was not ripped but seems to have just "happened", it does not fall under any warranty and I have to pay for the repair. Now, I am being told that I can bring it in for $90 to have it repaired. We are not going to load up a $2000 sofa to risk being torn up for them to repair something that lacks quality and is obviously their fault. They tell me that now it has to be done in their store, but I can pay $120 for a pick up and delivery fee to have it done.

They are a bunch of liars and don't even know what they are doing. My wife and I have requested that someone with authority contact us, but even the store’s GM will not call us. We have spoken with our sales person and his assistant multiple times, but all they can tell us is that it's out of their hands and they will not do anything for us because they might get in trouble. The term La-Z-Boy really fits this company and their employees from sales people all the way up to general mangers to service people. I would not recommend anyone ever purchasing anything from them at any time. We had plans to purchase more furniture this summer when our basement was finished, but now we will shop elsewhere. These people are not trustworthy and definitely not dependable. Once they get your money, do not expect them to provide any type of customer service ever again unless of course you are in their store to spend more money. They are dishonest and untrustworthy and they definitely do not back their product on any level.

On several occasions I informed various employees at La-Z-Boy that I had recently purchased a condo and would not be allowed to legally move in my property until the first of the month (the date that the deal would be processed). However I informed them that I would try my hand at getting a very small window to move the sofa into the vacant unit on the condition that the realtor, management/security were present on the date/time. In other words, the delivery could take place on a date/time pending my specific and rare arrangements with various other parties. Since only 75% of the interior of the condo building is complete, booking an elevator and moving is viewed under a magnifying glass. I advised everyone at La-Z-Boy of this fact. I went through great hassle to make these arrangements, i.e. give notice and convince realtor, security, management office, and builder and accordingly booked the date/time with La-Z-Boy.

When my sectional sofa arrived to my suite, I immediately noticed that there were 2 left chaises and no actual sofa. The sectional was incomplete. I was delivered two identical chaises without the remaining part of the sofa to connect it to. The delivery person at La-Z-Boy made a comment: "I thought something was off... who would order two chaises?" If you see these chaises, you would realize that they are not the fancy kind that may stand alone; they are obviously made to be connected to something. I immediately called La-Z-Boy regarding this error. Although they admitted that the order was entered incorrectly by the salesperson, that does not change the fact that I made everyone go out of their way to specifically make this delivery happen. The building seldom gives such permission and La-Z-Boy was provided with this sensitive piece of information. Their inaccuracy is not acceptable.

After several calls back and forth with the delivery person, the La-Z-Boy administrative staff, it became apparent that I would have to attend the actual store to speak to someone with higher authority to ensure that this error is not taken lightly. I attended the store and spoke with the manager (please call me for specific names/locations) and expressed all my concerns. I was informed that the next delivery will be free of charge and that we would be discounted the $112.00 delivery charge. This is not acceptable. I was put in an embarrassing situation as a direct consequence of La-Z-Boy's lack of attention when entering my order. I was advised that it was an honest mistake. The honest mistake delayed my personal and professional obligation for a couple of weeks. The honest mistake occupied countless hours of my time discussing and making arrangements to rectify the error.

I am not happy with the conduct of neither the sales staff nor the compensation offered by the manager. The correct piece was delivered on a later date; however the amount of time I spent making it happen and the compensation I received for such error is not proportionate and leaves me with an unsatisfied feeling. I am tempted to return the sofa however I was advised that it would cost me $200 restocking fee and $100 to have the item picked up and returned. Therefore I would have to pay $300 just to return this item. Not to mention it must all be within 1 week of delivery. In my situation I am not sure if the week commences from the chaise delivery date or the second delivery date. I am left unsatisfied and unheard due to this situation.

About to start the process of contacting La-Z-Boy, but after reading the dozens and dozens of complaints, and hearing how everyone has spent many hours on phone calls, etc. I am getting very discouraged!

La-Z-Boy is way overpriced, and the furniture is not good. I will never buy anything from La-Z-Boy again and will tell as many people as I can about my experience to keep as many people as I can from buying from La-Z-Boy. I am very unhappy. Do not buy furniture from La-Z-Boy.

I was totally dissatisfied with La-Z-Boy customer service. I would think, after such a long delay, that my order should have some preference for delivery. I will never step foot in a La-Z-Boy furniture showroom again. I will never purchase again from this company. We've purchased various furniture from them over the years. And, I will warn anyone that even mentions them to shop at another furniture store. All they can give you is a bunch of excuses. I was told they received an e-mail regarding a fabric delay, but the fabric I ordered was not one of those fabrics.

Warning: don't special order anything from La-Z-Boy. Good luck setting up a delivery if you purchase something. This company is obviously under very poor management.

By noon, we had still not heard from her, so we called. She said the truck was there, and it was being unloaded. We asked that she call us once she had verified that the two chairs were on the truck (I was going to have to take off from work to go see them, so I wanted to make sure they were available for us to see).

After an hour, we still had not heard, so once again we called. She said they were there, and she was going to call if they had not been on the truck. I took off work, and we drove to the store to see them. After some time spent considering the pros and cons of the chairs which were all leather (and not returnable as they were discontinued) versus fabric, colors, etc., we decided to take both chairs.

When she had entered the information into her computer, I realized the total price she had was well over what I had anticipated based on the $699 each she had quoted. When I questioned her, she said the chairs were indeed $699, but they had a "treatment" that added $100.00 each to each chair. At no time had $799 been mentioned. In fact, several times she had stated that the chairs she was bringing from the warehouse were $699.

Taking off from work to see the chairs was an inconvenience. I don't know if we would have considered the chairs, had she been truthful and quoted $799 as the price initially. We might have felt like it was still a good price. However, it was impossible not to feel that we had been misled deliberately. So we did not purchase the chairs and would not recommend that store to anyone.

As we pass six week mark, I have asked the store manager to cancel my order and refund the money. He has refused me and told me that once order has been placed, he would not be able to cancel it. We had no choice but wait. Finally, both sets of sofa arrived on March 21st, 2012, almost 14 weeks later. I have found discrepancy on 2nd sofa; sectional piece is totally on opposite side of the wall. I contacted the store manager asking him what he could do get compensate this matter and delay on delivery. He tells me that it would hurt his store. Bottom line, he cannot offer any additional discount nor correct the issue of 2nd sofa set. Please advise how I could get a resolution on this. Thanks.

My husband had talked to customer service on the phone to schedule the date for a tech to come out. She said they would re-spray the couch but there was nothing on the work order about the stain or re-spraying it. The service tech made a phone call and was going to have them send us out a new couch. A Customer Service lady named Sharon calls after they left and said I noticed you bought this on clearance so we can’t just replace it with a brand new couch. We have to service it. It sounds like they don’t stand behind their products. We have only had it for approx 15 days. It should not be having these problems at all, no matter the price we paid. She also said the stain treatment does not make water or spills bead up on all furniture. I told her then the sales pitch is misleading.

That’s exactly what the salesman showed us and we even saw it demonstrated with another customer a different day. He uses a treated paper napkin where the supposedly many days old coffee in cup is spilled onto the napkin and it beads up and doesn’t sink in. Then he uses a regular paper towel to soak it up off their treated napkin. If you put a drop of water on our couch or chair it will sink in so fast that if you blink you will miss it.

So right now, they are going to order a new seat piece but it doesn’t sound like they are going to do anything about the bent frame. This is cheap manufacturing for a very high price. The furniture is made with particle board and very little hardwood. We will keep calling and request they fix the frame but right now, I don’t have high hopes.

They were also snobby when we first walked in their store with several workers sitting or mulling around and nobody even said hi to us. We were dressed in nice jeans and polo shirt /nice jeans and a sweater. I don’t care how you look when you go into a shop. Treat all customers the same as you never know what kind of money they have! We had the money in the bank and were ready to shop. No payment plan needed. I felt like we were not welcomed in their store.

Then in a few months, the foam in the seats of the couch fell apart. After 20 or so phone calls to La-Z-Boy, the said normal wear I come to find out is being judged by a 3rd person subcontractor after the repair guy is forced to come out by me calling and calling La-Z-Boy. He looks at couch says, “Yes, the foam is defective and needs repair.” I think I have got all the problems solved but I get a call from La-Z-Boy saying they will not fix if it’s normal wear.

Meanwhile, I have a couch with wood that jams you in the rear when you sit on it. Back to the endless phone calls to La-Z-Boy and file a complaint with the BBB, they agree to replace the foam in the seats. Not long after that, the arm on the right side starts to break off so I flip the couch on its face and see the brackets. They secure the arm to the rest of the couch which has no screws in it, so no support and thus breaking.

Yet, another round of calls and teeth pulling, I get another repair guy to look at it. He shows up after being lost in Van Nuys for 2 hours. I help him flip the couch over so he can see the missing hardware and broken wood frame. He said he would put a screw in it but I said what about the broken wood and the floppy arm. He said he would not nor would La-Z-Boy fix it. He gets rude with my wife first. I say something and almost turned into a fist fight in my home. I am thinking I bought this couch to relax not all this stress and drama I prefer not to have. I ask the guy to leave. He continues his rudeness and starts cussing us out. I kick him out and call, guess who, La-Z-Boy.

So here I am with a broken down double recliner flat foam in the seat and a broken floppy arm that makes the recline open on its own. I am truly unhappy. There should not be all this trouble. This is no way to treat a customer. They have lost my faith and have no trust that this matter will be resolved. I have kept my cool and have not liked the rude treatment I have had, let alone a guy trying to fight me in my own home when all I want is customer service. US Quality furniture services.inc will not be welcome at my home after their guy treated me and my family in an unprofessional manner.

In a nutshell, double recliner is still broken. After 5 months, floppy arm that lets it recline on its own and flat foam in the seats two things going on with it. I hope this can help.

Before placing the order, I asked if the treatment from the added protection warranty they offered would change the color or feel of the leather. They said no. I put $910.06 down and waited approximately 5 weeks for delivery. When the loveseat was delivered, it had a very shiny and slippery finish to it (like it had been coated with something) to give it that appearance and feel to the touch. I called the store manager, Andrew **, and asked him what it could be. He tried to tell me it was no different from the floor sample, without even seeing the piece.

When I insisted something be done, he sent a factory maintenance worker with a can of leather cleaner (marked in large letters on the can with: Warning. Toxic) and proceeded to wipe down the loveseat. The maintenance worker said that although the appearance and feel of the leather did not change then, when it dried, it would. I gave it 2 weeks, and there was no change in the feel or appearance of the leather.

When I reported this back to Andrew **, the store manager, he said that the fellow who wiped down the loveseat reported that there was nothing wrong with the loveseat. I asked him if the floor sample that I chose from or any of the floor samples had been protection treated, and he said they all had been. So I asked him to come look at the loveseat I received and compare it to the floor sample that I had selected from; he refused, I insisted on them taking it back, and they refused.

Only when I suggested a replacement of the same sofa without the protection treatment did he agree to pick up the loveseat. I asked him if it would be brought to his store, and he said it would. I asked him to please call me when he received it, so we could talk about the difference in the shiny appearance and feel. He said he would, but he never did. I concluded from that that he had noticed the difference and that it was from the protection treatment.

The second loveseat came on the 17th of February. My wife and I observed that it was exactly the same as the first one. Same slimy, slippery finish of the leather, just like the first one. It's very much unlike the floor sample. I refused delivery and was contacted by Scott **, the distribution center general manager. He said that he was very familiar with my order and that he has personal knowledge that my replacement loveseat was not protection-treated, and he further stated, contrary to what Andrew said, that floor models in the store are not treated prior to sale. He told me he is the one who has it done at his distribution facility.

Since the delivery people had not yet left with the loveseat and they would not be taking the loveseat directly to the store but back to the distribution center, I suggested that they leave one section (the back of one side) for me to take to the store to compare with the floor model. Scott ** thought that was a good idea. I called Andrew and told him I would be coming in to compare the 2 pieces.

That afternoon, I took the piece to the store, and Andrew did a quick feel of the piece I brought in and the tan floor model that I selected from. To my astonishment, he said that there was no difference. He called over Swayla **, a sales and design consultant, for her opinion. She said she certainly noticed a difference in the feel of the leather of the two loveseats. Then they both said that it was because the piece I brought in was new and the floor models had been sat on numerous times and that the feel of the leather would be the same in time. I asked how long, and he said the floor models had been there for about 9 months.

I calculated that in my house versus a retail showroom, it would take much longer than 9 months, if at all, to feel like the sample that I chose from. I asked him if he would guarantee what he stated, and he said no.

For the first time, I was then shown a chair from the same group in the dark brown leather, and the finish was almost the same as the piece I had refused twice. I then concluded that although the leather was represented as being the same, except for the color, the dark brown color has a remarkably different finish to the leather then the tan color for the same model loveseat.

No one from the store or the distribution center had informed me of this before or after my purchase. When I brought this to the attention of Andrew, he agreed. The tan felt like leather in its normal feel; the dark brown felt slippery and slimy. The dark chocolate chair was never shown to me prior to purchase, and I don't think that Andrew or anyone else in the store were aware of this difference in leather from color to color.

I called my wife to explain what I had ultimately learned was the problem with our loveseat. She said that for $3,000, we should not have to settle for what we did not order and that the loveseat delivered to us was not what we ordered and was not of the same leather as the floor model. She also said that we should have been made aware that there would be such a vast difference in the feel of the leathers from color to color. I agreed with her and told Andrew that at this time, I am still refusing the second loveseat and was leaving the piece that I had brought in for comparison at the store.

I asked him to please give me a receipt for the piece I was leaving. He refused, telling me that I would be charged a 30% restocking fee if I did not accept the loveseat. I told him that the loveseat delivered was not as shown or represented. He was indifferent to that and repeated the 30% charge for restocking. I took a picture of where I left the piece in the showroom and left the store.

I am requesting a full refund of $910.06, the total amount paid at the time we placed the order, because we did not receive what we ordered.

I noted the sofa was bought at the same time and delivered before the recliner and has no wear marks. The man replied he was there only to take pictures of the recliner. I would hear from Lazy Boy in 3 to 5 days. Called Lazy Boy on Feb 15 and 16, because I had heard nothing. On Feb 20 received a call saying the wear was "natural" and was given the name of a Leather repairer "Uniters" and their number. Asked for complaint to be elevated to supervisor. A few things, if wear is natural, why is there no wear on the couch? Why did it take the materials dept over two weeks to furnish an answer if wear was natural. Wouldn't they have looked at the pictures and knew right away it was natural and gotten back to me sooner. I also asked for a copy of the report and was told they will see if it can be furnished.

After much, too much hassle with management, they agreed to take the errant pieces back, 2 out of 9, with a 30% restocking fee charge. It is not right to be charged a restocking fee since it is their design that is flawed. I finally just accepted the offer to be done with this extremely disappointing experience and speed up the process to have a resolution.

It has now been 10 days since I was promised that the 2 pieces being returned would be picked up. I have not heard from anyone and I cannot get a hold of anyone. I have called the designer and the management dozens of times. I have left several messages. I have not had any return phone calls. They have not attempted to fulfill what they said they would do. Beware, they are not trustworthy.

- $1700 per piece should give you better quality and warranty.

4) If possible, buy only store-inspected model.

After complaining through the BBB, the process ends in case closed, no help. They have out-of-warranty excuses. At least we can warn other unsuspecting customers if they care to google La-Z-Boy complaints before shopping there. Customer service is generally on the decline, but some business will decline faster than others if they build cheap and sell expensive products.

Today, I called and they are giving me another appointment for someone to come out and take pictures again. They also indicated this would not do any good but they would send someone anyway. No matter where I vacuum, the filling comes out. The Customer Service Dept is saying that it is the fault of my vacuum cleaner. If La-Z-Boy furniture cannot be vacuumed, it should be disclosed and a warning tag placed on the furniture. I have bought furniture from La-Z-Boy in the past and never had any problems. This will be my last purchase from them. I am amazed at the complaints that are being placed on this company and they continue to get by with it. Why don't they have to stand behind what they sell?

That patched the problem for another year. Now, 2 of the 3 seat cushions are completely cracked and flaking. When we called La-Z-Boy again, the insurance told us it was dying and was not covered under warranty. We completely disagreed and called the GM at the store, Richard **, who was rude and belligerent and told us that it was obviously something that we did in the home that caused the damage and refused to discuss it further. He even refused to give us the name of the CEO of La-Z-Boy to pursue it further. We are completely dissatisfied both with the La-Z-Boy product as well as the service!

Made of partical board not plywood. Haven't been able to sit in the sofa without twisting your back for weeks. Keep getting the run around and put on hold. Use to think LaZBoy was a great company. Needless to say, we have changed out mind, might as well by the crap coming from China for less money. It might last longer than 11 months.

I again called and gave her the ACK number. She stated that she would check with Jason, concerning if they needed parts, or if they had something in the store that they could use to repair my chair (this is without even looking at the chair). After 3 phone calls, and not even 1 call back, I looked up a number of someone who could repair my chair. I have never in my life had such bad customer service! I will never buy any furniture from a La-Z-Boy Furniture Galleries, and I will let people know how they can expect to be treated from this establishment!

I said I wasn't prepared to buy the items tonight because I didn't have my checkbook. I asked if there was anything I could do to hold the sofa until I could come back with a check. He said I could put down a $500 deposit with a credit card and he would hold the sofa for three days, but after three days, if someone else bought the piece it would be gone. I said fine. The salesperson then said, "I need you to fill out a sales ticket so that we make sure you have the numbers right on the pieces." I signed the sales ticket, thanked them and left

I was unable to come back in three days and left town for the weekend. I received a phone message from the asst. manager that they needed me to come in and put 30% down. I came back on Monday and said I wanted to buy the sofa if it was still available but I didn't want the other two pieces at this time. The head store manager was listening to our conversation and immediately said, "If you cancel the other pieces, you will have to pay a 30% restocking charge." I said, "What are you talking about? I put $500 down to hold a sofa until I came back with a check." She said no, you didn't you sign a sales ticket that clearly says on the back that there is a 30% restocking charge for orders cancelled after three days."

I said nobody told me that and nobody told me I was placing an order. I put $500 down to hold a sofa. She asked the salesperson if he went over the cancellation policy with me and he said no. That didn't matter to the manager. She insisted she had to follow store policy. The store manager was one of the rudest people I have ever met, never even listened to my side of the story. I asked for the name of her manager and I told her I was sorry I ever even walked in the store to try to buy something and walked out.

After several calls, the reg manager called me back and proceeded to lecture me on their company policy and I said I understand your company policy but I was unaware I was placing an order. I had the understanding they were holding the sofa. He said, "Well, you signed the sales ticket," and I said the salesperson told me it was just to make sure he had the right stock numbers. After a lengthy discussion, he told me he would do what it takes to make me happy. I could buy the sofa alone without the restocking charge for the other two pieces. I said I appreciated his offer but I would have to talk to my wife who wasn't home to see if that is what we wanted to do because we were very upset about how we were treated and didn't trust the people at the store.

After several days, we decided we didn't want to do business with them and we wanted a refund. The store manager called us back a few days later and asked us what we wanted to do. We informed her of our decision and she said she didn't think that was an option and she would call us back after talking to her manager. When she called back, she said we would not get our money back. I was not happy. I called the reg manager back but the coward has not returned my call. I must also say I am 61 years old and own my own Office Supply and Furniture Co.

I think I know a little about buying and selling furniture. I have never had a more unpleasant buying experience in my life. I feel I've been robbed. I am in the process of disputing this with my credit card company. After reading some of the other testimony on La-Z-Boy, I fully understand it is not just me they are jerking around and misleading. This must be a company policy. At this point, I wouldn't do business with La-Z-Boy if they gave me the furniture. Buyer beware!

The delivery department would not change to my convenience, even though they had a one week notice. I contacted Lazy Boy Corporate who only forwarded my call to the local store in Glenview, Illinois. Delivery change could not be made. I cancelled the order. The salesperson insisted that I must come into the store for a credit. We are in the middle of a blizzard and I am in my 70's so I cannot drive to the store. The salesperson is cancelling the order but cannot issue a credit until I personally come. I contacted my credit card company who is putting a hold on the charge amount.

Additionally, my other recliner now has the same mechanical problem, noisy/squeaks when rocking. It sounds like a bad bushing on a car. La-Z-Boy Customer Service for Houston says I will have to pay for the labor and delivery charge since warranty for labor is only good for a year. Pretty poor workmanship! In 2010, I asked Customer Service for a return/refund but was informed my purchase was a special order (the color material was not available in the store) so I could not return it. So I asked to exchange them for a much larger product which would have given La-Z-Boy even more money but they refused to work with me on any exchange.

In October of 2011, I reported to Anguish Brantford, the warranty company, and La-Z-Boy head office that the color was literally lifting in various areas all over the 2 sofas and continues to do so and they said it was natural and not covered. Not one of these places offered to do anything but gave me some other outside companies name to call and pay them to 'color correct' what I truly deem as a faulty dye job on the manufacturers side of things.

After reading other complaints here I am sure I am right. This is not just happening to me and La-Z-Boy is outright ignoring their customers! This is a costly situation and had I known my furniture would look like crap in just over a year. I would have stuck to Leather by Mann, my mother’s furniture still looks wonderful and no color loss.

Also, buyers beware. Another friend of mine has purchased furniture from another leather store and his furniture is not loosing its color. Stay away from La-Z-Boy. They do not stand behind their products or their customers and they will not be getting my repeat business. Hopefully, they will lose yours. The biggest favor La-Z-Boy can do at this point is to contact these customers and fix these dye jobs at their cost. We trusted them to deliver quality leather furniture. (Side note: on the subject of quality on delivery of these two sofas, one reclining end was damaged and had to be returned)

Even the manager couldn't answer the question and left a message for the salesperson to call me. I never heard back so I called again and was told that they were really busy. Evidently too busy for me so I'm taking my business elsewhere. No customer service!

This set cost almost $5000 and we feel this should not have happened if it was good quality leather. We have friends who have had their leather sets for over 10 years and do not have this kind of problem. A service representative at the Canadian La-Z-Boy was willing to replace the section affected, but the leather is discontinued (I wonder why) and La-Z-Boy in the U.S. would do nothing. I will never purchase from this company again nor will I recommend it to anyone we know. I’m very disappointed. This company is overrated.

Also, there is a loud rubbing noise that comes from the loveseat, as well. Also the tucked in buttons in the backrest on the regular size couch, have popped out. After only having set for less than a year now, the store where I purchased, I must say, is in process of fixing the rubbing noise, as well as the buttons, but we shall see as the store's repairman just came out yesterday, took a look, and said he had to order parts and made an appointment with me for this next Friday. Now, I have to get the chew fixed on my own.

When I called them, they told me it was out of warranty! That is not at all right. Less than a year that it was replaced, and it should not count the day it was purchased. It took three months to get the furniture in the first place. Plus, you train your sales people well. You tell them to say it is a lifetime warranty! They leave out the fact that it is only on the mechanical parts and/or springs. 15 years ago La-Z-Boy was a good product, and now it is just junk that ships from China.

I took two pillows (cushions) in the store where I purchased the furniture a couple weeks ago. The manager was all over me trying to solve the problem. He just directed me to someone, who was going to call, and get this worked out. They didn't work anything out. All I am going to do is go back in the store, since it is the holidays and they are busy, and bring the other pieces back, and compare to the furniture on display, and let customers see what they will be purchasing. they will know not to buy the furniture, after I show them how my furniture looks. I do not have children, and my furniture looks like it is 10 years old. They will see for themselves.

I am going to tell all my family and friends about phoning the store and the women telling me just live with the scratches since it’s what gives it character, not the second big white spot on my table. It looks awful. I phoned them twice and I am not happy.

When service man came, I was told he had to order the parts and it would take 10 days. He set me up for repair call on 11/22 and asked that I be slotted for last delivery of the day (he lives down the street from me. ) I was told to let customer service know when the part was in and make sure I reiterated last delivery again. Part came on Saturday and I called the number to let them know it had arrive and to confirm last delivery. I received voice mail, I left my name and number no one ever called. Called again on 11/21 and was told I was scheduled for 10:25 to 12:25. Not the last delivery as I was led to believe I would have. Had to reschedule since we do have to work for a living. Thank you Lazy Boy for another holiday and no seating for my guests. It is becoming our families tradition.

Don't bother writing to the corporate offices in Michigan. Wrote a letter in October to the president to complain about charging in advance for service calls (you wouldn't pay two weeks in advance for someone to look at your car would you?). I did receive a phone call from the customer service department stating I have been assigned a file number in the 9900's and someone would get back to me. Still waiting. I have purchased several Lazy Boy items over the years and will never buy one again.

Fast forward 8 years. The leather is fine, the mechanisms work - frankly, up until a month ago. It looked as good as it did when it was new. So, what's the problem? The wood on the base of the chair suddenly cracked and broke. Basically, the frame broke off from the circular base. We called Lazy Boy to tell them we have the 'lifetime warranty' on the frame.

We had to pay an $80 service call fee and they send someone over (of course, we thought he's going to fix it). He looked it over, asked where the tag on the bottom of the chair was (according to him, that's the style number of the chair); takes a few photos of the chair and tells us that in order to repair the chair we need to order the appropriate parts. So we waited.

Three and a half weeks later, we still haven't heard from them. My husband called them (he called them at least twice before that, they would call back but never left any information as to the status) and spoke with a "customer service" person. The make it short they aren't going to honor their warranty because of the ff: 1) that was a special designer chair 2) it's no longer made and there are no available parts for it 3) the tag we removed was the warranty (baloney) 4) the base of the chair isn't actually the frame (according to our warranty paperwork it is) 5) the chair was made by a third party (first we heard of that particularly since it has a Lazy Boy label on it) 6) the chair is only covered for 5 years (When we called them originally, we told them that the chair was 8 years old. If the warranty didn't cover our chair, why take our $80 for a service call - why not tell us at that time that the chair was not covered?)

Sadly, I have a leather recliner and an ottoman that looks great except for the fact that the bottom is busted and it's completely unusable. The only reason they get one star is because they issued a refund for the service call - although they didn't want to. Will not do business, nor will I recommend Lazy Boy to anyone.

They then promised to have it in the store that Friday and I could pick it up anytime during the day. I borrowed a truck and proceeded to travel 40 minutes to the New Hampshire store. I decided to call in advance just to make certain it was there. After keeping me on the phone for 20 minutes, they then informed me that the chair was broken and would have to order me another one. At that point I told them to forget the chair and would like to cancel. They insisted that the chair would be available the following Tuesday and I continued my insistence on a refund. After 15 minutes of getting no where, Jessica informed me that there is a no return policy after 3 days. Without hesitation, I questioned her as to how can the 3-day policy be in effect when I haven't even received the chair.

I then let her know that the part that infuriates me the most was that no one had the decency to call and let me know in advance. Jessica's reply was, "We only make our phone calls on Tuesday!" You can imagine, I no longer wanted to speak with Jessica. I called the Lazy boy front office and although they were nice, they instructed me to call the NH store manager. So, I did. The store manager finally answered my call and introduced herself as Jessica. All I could do was laugh and of course, hang up. It is now in dispute with my credit card company. I have furnished 3 homes with Lazyboy furniture over the years. I guess a good loyal customer is not that important to them!

Months after, someone came out to inspect and take pictures of the junk, they sent us 2 big bags of cushions and 4 recliner backs, this was weeks ago. So, yeah, it's under warranty and it appears they are finally going to fix it. However, I'm sure it's with the same junk parts it was made with to start with, only now we have no warranty. Bottom line, you do not get what you pay for. La-Z-Boy is junk! I wish I had my old cheap value city furniture back; we had that for 10 years with no problems. Do not buy La-Z-Boy. I know I never will again. When they came to repair the furniture the first time, they left all the old heavy parts for me to get rid of and they did not complete the job. They will need to send more parts and try again. When I called La-Z-Boy headquarters, they said they are doing what the contract says they have to do. Oh, and FYI, my aunt got recliners there, too, and says the same happened to hers.

We are stuck with furniture we paid over $2,000 for that is junk. Also, we have to take off work every few months for them to come and "repair" it.

I sent pictures of my couch, drove 60 miles down to the store and took pictures of the floor model which was supposed to be identical to what I bought. I sent them those pictures. They claimed that they were identical. They're not. The couch, overall, has terrible quality. It looks 10 years old and it's only 2 months old. I wish I had bought a Barcalounger. My last recliner couch was a Barcalounger and it lasted beautifully for over 10 years. The mechanism still works perfectly. The mechanism on the La-Z-Boy is noisy, the seat's back will not come up on its own. You have to pull it up when you get out of the seat. They call that a "feature". Do not buy a La-Z-Boy. What you see in the store is not what you will get in your home.

We took delivery of a new sofa on 8/31/11. This "new" sofa's seats wrinkled the first few days we sat on them, even the middle one this time. We called consumer affairs again, the same repair person came to look at it. He said the same thing. In his expert opinion, the factory must have one pattern for the seat covers with directions where to staple the fabric or leather. And the leather needs to be stapled tighter. He said that it can be fixed. But now La-Z-Boy is saying that the couch is within manufacturing specs. Well of course, it is if the pattern is not adjusted for different coverings!

A very mean lady finally told me to take it up with my local store. So, I did. The manager of the store actually came out to see it and said that it was definitely not acceptable. It looks awful. He took pictures and said that he would handle it from his end. After waiting a few weeks and making more calls to him, he has now told me that he couldn't help me and I need to do this on my own! Well, where do I go from here? The consumer affairs people are nasty to me and just hang up when I try to talk to them. I asked to talk to quality control who they say make the final decisions, but they cannot or will not connect me. I either want my couch returned and my money refunded or this one fixed. To add more information, my husband has the matching reclining chair since March and there is not one wrinkle in the seat. He weighs about 175 lbs. I weigh 120 lbs.! Something is not right with the manufacturing of this couch. I am hoping you can help me get some satisfaction.

Yes, La-Z-Boy's "Comfort Care" Company will come out for a non-refundable payment of $80.00. And they will spend five to ten minutes telling you the chair requires five or six hours of labor at $80/hour to repair it and their parts are free (whoopee). They will re-install the same junky, glued together frame after pulling the chair apart. But the most intelligent buyers will simply give up and toss the expensive chair in the dumpster. So, don't buy from La-Z-Boy. And heaven help you if you try to reason or complain with their confrontational and rude management at Comfort Care. I'm guessing this glued frame failure problem is so wide-spread that there would be basis for a great class-action here.

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

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

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

Lo and behold we were told that they would be delivered on Saturday, Oct 8, 2011. On Friday, they called us and told us the truck was full and couldn't deliver the recliners. They stated they would deliver the next Tuesday, Oct 11th. We waited and no recliners showed up. After calling the store we were informed that the area we lived in is out of the delivery zone and that they could not deliver until the next week, Tuesday, Oct 18th. They had set up a delivery date without clearly clarifying the issues with delivery to us and set up a date without consulting with us.

We later found out that they only deliver to our area on Tuesdays and Thursdays. We were very disappointed with the sales person (Brian) as he did not tell us that this would be an issue and gave us the impression that delivery would not be an issue. We called the store and they would not work with us on trying to rectify their mistake. They're not very helpful and they didn't appear to care whether we cancel or not.

We ended up canceling the order and going with another company. Sad to say that friends which are looking to buy furniture will be told of this story to make sure they are aware of their customer service or lack thereof.

I have been back to the store many times and they say that they know nothing about it. I called customer care and they said that everything has been arranged and sent to the store. I have called and been put on hold, hung up on. They promised to call me back but no one ever does. I am a senior and this will probably be my last purchase of furniture. I sure would like to have a chair that is worth what I paid for it. I wish I had gone to this site before I bought the chair. I previously had purchased a chair and a couch from them and they were okay. I just want to get a decent chair. It is so frustrating dealing with disreputable businesses and people.

The last time, they actually took it to the shop (no sofa for over a week) and supposedly took care of the problems. Again, it lasted about two weeks. They will only keep replacing the mechanism with the same type, which is the problem. I could have gone to a junk store, paid four times less the price, and gotten better quality than this. I will be sure to warn everyone I know and ask them to pass it on, that La-Z-Boy is not the company it once was. It does not stand behind its products.

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

I purchased and paid for a couch and love seat from lazy boy with a scheduled delivery of one week after date of purchase. I received a call 2 days before delivery date from the store manager stating they were "postponing" delivery because they inadvertently undercharged us for the product.

I have yet to receive the couch (which was prepaid) and have yet to receive any justification from the corporate office. Not only is the bad business practice, but it is unethical and a failure to fulfill the written contract (sales invoice).

The backs on all 4 recliners are at an angle like the frame bent, all the materials are loose and one corner of the couch has no cushion at all. It's material over a wood corner (very dangerous). We have to put pillows on the corner of the couch just to sit there. Mind you, we have had this furniture for a year now and these problems were pretty much from the word go. La-Z-Boy is finally sending someone out today to fix it. Months after, someone came out to inspect and take pictures of the junk. They sent us 2 big bags of cushions and 4 recliner backs, this was weeks ago. So yes, it's under warranty and it appears they are finally going to fix it.

However, I'm sure it's with the same junk parts it was made with to start with. Only now, we have no warranty. I would have much rather had a partial refund. Bottom line, you do not get what you pay for. La-Z-Boy is junk! I wish I had my old, cheap Value City Furniture back. We had that for 10 years with no problems. Do not buy at La-Z-Boy. I know I never will again, but I do make sure to show everyone that comes over La-Z-Boy's quality. FYI, my aunt got recliners there too and said the same happened to hers. Thank God I talked with my parents about La-Z-Boy.

The sales person was very attentive with me but she made a typing error with one of the numbers and the wrong set was sent out. I called the store, asked for the manager and I was put on with a person named Pam. She told me that she was a consumer also and she would try to correct this error. She was very rude and she told me to refuse the love seat but to take the chair. It was wrong also, so I refused it. She told me that she would get back to me in the afternoon to let me know what could be done about this and I told her to please call my cell phone as I had to go out.

She never got back to me, so after two hours, I called back and she said that she was working on the papers. I asked her how much longer it would be before she could give me some information as I am expecting visitors on Thursday. I told her that I would have to cancel the order if she couldn't give me more information this same day. With that, she answered that I can do what I like.

I have never dealt with someone so rude and I think it's well worth corporate knowing that this store has a very unprofessional salesperson.

This problem was not addressed when it first started. And they obviously knew that there is an electrical short out problem with this model. After the 1st year, I even had to pay for labor. And the last time when they came out, they increased the labor amount after the work was done. They said that they had made a mistake when they told me in person what the cost would be. Now I can't use the lift/footrest at all. It would be absurd to pay $384 just for a kit to see if they can find out what is wrong with the computer panel in this model, which may work for whole 6 months. It is now a useless chair that was very expensive. And the problem began within the 1st year of warranty. They did not correct nor replace the defective model.

Second, the Guardsman protection plan is very inconvenient. It takes multiple steps before you can even make an appointment for damaged area to be addressed. In my case: 1. Report the claim via 800 number; 2. Claim form is mailed to your home; 3. Complete form; 4. Take photos of damaged area; 5. Mail back form; 6. Repair person to be assigned. This process is not customer friendly. I will never purchase a lazy boy product again. In addition, I did not appreciate the sales person who sold me the recliner, strongly suggesting this plan, and not informing me how inconvenient it would be if indeed I needed to file a claim. I am very disappointed.

I walked into a showroom to purchase a love seat to go with my La-Z-Boy sofa. I did my research and I knew what I wanted. But when I went into the store, it was a disaster. The salesperson was clueless. To make a long story short, I decided to come back hoping I could get someone who had a clue of the store products. When I did, the piece I wanted was on sale. I was ready to purchase it but they said the piece was out of stock and my choices were: 1) to buy the love seat on the floor or 2) to place a special order which I would not get on a discounted price and had to pay for a special order.

When you call the main number, they only want to send you the showroom. I went to another showroom and they only wanted me to buy the showroom product, which is on sale, and they said it didn't include anything else.

I really hate the chair because it is horribly uncomfortable. The chair, when you sit on it, leans forward. Please come to my home and sit on the chair so you will know what I mean. The reason I bought the furniture from your company is because I went to my friend's home and she had a beautiful and the most comfortable sofa--I just loved the comfort. Please let me be the one to pass on the good compliments about La-Z-Boy. Is there anything you can do? I would be more than willing to have just the swivel rocker without the recliner. Please help me as there is no help here.

My husband accidentally spilled a bottled water on his chair and when he wiped it up, the color came off the leather leaving white marks on a brown recliner. At one time, the cold water from my glass dropped on the arm of my recliner and it produced the same result--it left white spots. I called customer service (what a joke). I sent pictures and explained what happened. They basically called me a liar. They said that it had to be something other than just water. I wish that I had read all these complaints before I bought our recliners.

Buyers, beware! Don't buy La-Z-Boy!

Well, everyone has to pay attention to their exchange/return policy, or lack thereof. If you buy a piece and have it delivered, you lose any fabric protection that you paid for, you lose any delivery fee (expected), and(now this is the real kicker) they make you pay a 30% restocking fee. 30%, are you kidding me?

And that's not even it! You cannot do a return and get a refund, even if you decide to accept the 30% kick in the pants. That is only for an exchange. And if you want to exchange it and take the 30% hit, and let's say you get a cheaper item, they will not give you back the difference of price between the one you return versus the one you exchange it for.

So, in short, if you want to exchange, you lose 30%, delivery fee, and any fabric protection you put on the item. And you lose any price difference unless you get a more expensive item.

These are the most unacceptable terms I have ever experienced in my entire life! They put them on the back of your page-long receipt and they do not make any mention of them. Because they know that would deter you from buying something, unless you were crazy about a piece of furniture that they are selling. Very unacceptable! Especially, when I spent $1,050 on a recliner!

I had this large replacement box sitting in my LR for 3 weeks. The first appointment never took place as the order was directed to a person named Sharon in CT, instead of Sharon in MA. Never will I buy here again! When the technician finally came, not only did he not know what he was here for, he also said he was not authorized to take the box or the frame that was replaced. And this was a job for two people. When I refused to sign the work order, I called LB again. And he called his boss who authorized a pick up, which never came until I called LB 4 days later. They were able to organize an actual date of pick up (Actually there was an attempt to pick up, but I was not home and the person left a message. Obviously, they did not know what they were supposed to do. I was furious at this point.)

Who is in charge of this business? Do they know how unfriendly the processes are? To me, they obviously do not care at the top level. What they need is an emergency course on "Learning Organizations". There is a big joke on the customer at LB. When you call, you get a message that there will be a customer satisfaction survey at the end of the call. Do you think I actually ever experienced this?!

I called the store to have it replaced and Joe told me in a sarcastic voice, "You can't be serious, even if the packing and the tags are still on the product, we're not taking it back and giving you a new one". He even had the audacity to advise me to list it on Craig list and go buy another one from him.

Bad service, bad products.

I am not a heavy person (170lbs) and I expected the chair to last at least 10 years. He did refer us to a repairman who fixed the chair. I am angry at LazyBoy. They do not stand behind their product. This chair cost me over $700 and it lasted a little over 2 years? This is unacceptable to me.

I contacted LazyBoy and they did zero. I would like LazyBoy to know they lost a customer. I will never purchase another of their products and will spread the word to others about their faulty products.

Almost 3 months later, I contacted the store just to be told the chair was not ready. The manager followed up with the warehouse and assured me it was going to be ready for pick-up in 2 to 3 days. The store manager offered a $100 credit for the tardiness.

5 days later, I had to call the store and was told the chair was to take 1 more week but no dates could be guaranteed. It is a shame that a customer has to be the one following up on a merchandise. This chair was very expensive and they got 3/4 of the payment upon placement of the order.

They fought and fought. Finally they agreed to refund the money and by court order agreement had 10 days to pay. They just advised us that they are not going to make the payment for at least another week. So, according to the documents issued by the court,, we have to have a final judgement issued. The furniture is expensive, poorly made and customer service does not exsist.

Needless to say we are very sorry we purchased a La-Z-Boy. I expected quality but these chairs look worse and feel and sound worse than the cheap recliners we replaced. These chairs were expensive. I also have been told that I have to drag them back to the store to have someone look at them. This isn't good customer service. We would never buy La Z Boy again. I feel the quality is inferior to some cheaper brands.

I never received a response. I waited a week, and the call was put through to a voice mail box for customer service. I left a message but never got a call back. I emailed them, once a week for about a month, and never received a response. My husband is a disabled veteran and got ill, and I could not spend the time to pursue this. Now we are moving to an area that is better for his disability, and will throw out a chair that had not even lasted two years. We paid over $500 for that chair. They do not honor their lifetime warranty on the hardware.

I called the store the next day (which was within the 3-day return policy) and was told by the manager that I could not return it because it was a special order. I advised that it I was told it was stock. After going round and round, he said he would exchange it. I reluctantly agreed, otherwise I would have an elephant in my den. So, we exchanged it for a recliner and had to pay an additional $329.42!

I had to pay for them to come pick up the sectional and pay to have the chair delivered, but it does not stop there. Two months later, I noticed the cushion where I sat was lower and softer, like there was not enough fill. The back cushion to the same seat would collapse after only a few minutes and the seat cushion next to it, began to stick out further than the others about one and a half inches more.

Finally, on January 4th 2011, I started the long journey with Customer Service. If you can get a person, they are often rude and you get the impression you are bothering them and they really don't care. I waited two weeks for someone to come out and validate my problem, then I waited more than six to eight weeks for the part to arrive, then seven to ten days for the repair person to come out and only to discover that they did not send all the ordered parts or even the right parts. So, the cycle renews itself. It is now June 23rd 2011 and I am still waiting on resolution of the original compliant initiated on January 4th.

Today, I was informed that the labor warranty had expired and I would be charged for labor! I did tell them that I refused to pay since the original complaint was initiated in January. I am not being charged. I will never buy from La Z Boy again and I will never recommend La Z Boy to anyone. I will do my best to discourage anyone from buying from La Z Boy. They are no longer a respected company who stands by their product. I read over numerous complaints regarding this company and wonder why they continue to get away with terrible customer service and poor quality product.

I am stuck with an expensive piece of furniture that I have had about 16 months which is already having quality issues and I cannot afford to replace it. It has also been emotionally challenging to deal with the system and the ho-hum attitude of the customer service representatives. I will say the repair service representative, who actually did the hands on repairs, has been very nice and extremely sympathetic to my issues.

Fast forward to this week 6-2011, the chair frame has broken. Customer Service wants $80 to send a repairman out who doesn’t have parts on his truck. He would "evaluate" the chair and then come back later or take it. Really?! I have come to find out these chairs are all made with the same inferior plastic parts, which I am sure are what breaks on most chairs that need service, and yet, they don't have one part with them? The inconvenience is unbelievable and the attitude of those who I have contacted is truly an example of a company whose customer service is not a priority. The chair, which cost us over $1,100, is no good and I will never consider this company again for any purchases in the future.

The fact is the Hilliard store gives them no receipt when dropped off or picked up. The warranty will run out in August 2011. I contacted them again May 31st, and heard no response until they received my complaint from the Attorney General's Office. They are saying this is not a warranty issue and was handled badly, yet they covered the chair, according to them, twice. If this was not a warranty problem, this company does not strike me as doing this out of courtesy, as suggested in their email to me. They say this crease is not due to abuse of the chair but because my mom is short and has to scoot back in the seat. My mom is short. This is why they purchased a small recliner and I watched her sit in the chair. She does not need to scoot back. The warranty will be out in August so they are covering themselves. I am frustrated that you purchase a product and after a month, it looks awful. Any assistance would be greatly appreciated, since we can not get anywhere with this company.

They have a $650 piece of furniture that they are not satisfied with, the lengths you have to go through to even reach a person to speak with is terrible. I have talked to their service person in Cincinnati and the manufacturer would not even call us back but sent an email. This store is a total rip-off. If they will not fix this, cover in a different material, I feel they are entitled to a refund of some sorts.

Our couch was delivered on 8-13-09. It's not even 2 years old. It's just the two of us, we have no pets at all. Boy, you do train your sales men well! Lie, Lie, Lie. Because you are misled about the warranty until it's too late. Now we know that is the way you do business. I have nothing good to say about your company and I will tell this to everyone I meet or know. I do belong to several clubs who have over 100 members each. That should at least have you loose a few customers.

The chair cannot be used as intended and a new chair will have to be purchased. It's a simple spring mechanism. If they can't fix it then they should replace the chair. Again, this was a great opportunity for a commercial for Lazy Boy but they chose to not fulfil their promise. I would like the CEO or President to reach out and explain why a resolution cannot be reached.

Now this information wasn't shared with us until after we decided to contact the store, not the other way around. I asked at what point did they feel it necessary to inform us of this issue and was told that they have "no way of knowing what is available at the warehouse or when the furniture will be completed and delivered". At this point, and this is where it gets real good, I asked for free fabric guard because we were inconvenienced. "No. We can't do that" is what the store manager and unfortunately our salesperson told me, which was also her response to every other question I asked her:"How about throwing in a lamp? How about free delivery? How about taking 10% off? "So, after placing a call to the corporate headquarters, and this is how I found out that the store was a franchise, and placing a complaint, we get a call the next day stating our furniture will be completed by the 12th of December and would be delivered on the 18th of December. It's a miracle! Right?

No. Wrong! The delivery guys were nearly 2 hours late and did not set up the furniture correctly, causing the foot rest of one of the recliners to catch the floor and pop out of the track and fail to work 3 days after we got it. A repairman came out 2 weeks later and fixed that issue. It's all good now, right? No, wrong! The reclining loveseat we purchased, along with the reclining sofa and chair, starts making noises like it is literally falling apart 1 month after we had the furniture. The repairman came out in early February to "fix" the problem by spraying Liquid Wrench on the springs of the Loveseat. This worked for about 12 hours and the noise came back. We dealt with the noise until March when I went to sit on the loveseat and it sounded like things were breaking on the seat. Now, I am not a skinny guy but I don't weigh 500 pounds either, but even when my wife sits there or anyone for that matter, the seat sounds like it's falling in.

The repairman came back in early April, sat on the seat, observed the noises and took pictures of the furniture so a claim could be started. That was the last time I have heard from anyone at La-Z-Boy. A phone call was received by me the same day the repairman was at my home stating the claim would be sent to the claims advisor. After 3 weeks, I called Mary and was told the claims advisor had been on maternity leave and was looking into our claim. She must need glasses because I haven't heard anything from her or Mary or Diane or Julie or even the repairman. I called Mary on the 13th of May and left a message. Her voice mail says she will get "back to you in 2-3 business days". Today is the 18th of May. Nothing. I will continue to call every 2-3 business days until I speak to a human being, not an answering machine.

I purchased two matching leather recliners on November 18th 2009. One of the two now shows wear, dull-looking and looks older than the other. We understand that they are out of warranty, however, the attitude and rude behavior of the store manager was made our concern even worse. All he could say was that they are out of warranty, not covered, and explained trip charges of $60 and any repair are not covered; the warranty explained that. His lack of concern to a customer complaint seems to support the numerous complaints to La-Z-Boy.

We will never do business with them again. We will live with the metal laminate issue unless it comes off and then will be replaced and will replace one or both recliners if wear continues. Easily over $2000.00 was wasted.

After sending comparison pictures several times to several people, they sent me a new one. So I had to pay tips twice (not cheap to the delivery guys, it wasn't their fault) and lo and behold, it was exactly the same as the blotchy one. They sent me a new advertisement with the sweet solid tan picture of the chair--not a true La-Z-Boy. You don't have that product. And I paid over $100 more than the first chair which was just a year before. Quality sucks at La-Z-Boy! And they are nasty and uncooperative. Too bad. I was just enjoying the quality of the recliner mechanism. Too bad the Reclina-Rockers will never match each other! Not nice, not quality, not integrity.

It is now two years later and the seam is splitting on the leg rest with exposed staples. Again, we complained to the store manager, Randy, who told us to notify Guardsman and that it would be covered. Randy also said that he would be notifying the head of customer service with pictures that we gave him showing the defects in both the sofa and love seat. Guardsman is refusing to cover the problem and we have not heard from the customer service department or the store manager. This is a horrible company! Their customer service is horrendous! Buyer beware. Do not buy anything from La-Z-Boy and never buy a contract from Guardsman! We spent $3,800.00 on a sofa and love seat and $190.00 for Guardsman. This is sub-standard quality.

I have new chair and still having "wearing" issues. I have called the store twice and twice they have sent a technician out who states that this is typical wear for leather. To us it looks like garbage. We spent over $2000 on this chair! !

I come to find out that I would not be going to the store where I bought them but have to go to some warehouse to pick them up. I think that for the price that I paid for your chairs, you should offer free delivery or at the least, they should be picked up at the store where she bought them. I am so mad about this. I'll never buy a thing from you again, and I will put this on Facebook to make sure everybody knows that your service sucks.

I contend that they, La-Z-Boy, could and should remove a drive unit from a couch in stock, replace mine and when the new one arrives, replace theirs. That would be customer service! I won't recommend someone I know to consider buying a La-Z-Boy product due to their lack of concern about "Customer Service"

I'll just have to "sit" and wait. I can't recline!

Finally, I got to someone who listened and even though that model "was discontinued" (Hm!), I selected another. It is now almost one year later, and this piece is falling apart. I found wood shavings on the carpet. It squeaks like crazy; I have to lubricate it every few weeks on springs the material is coming apart.

I previously had a Lane recliner that cost less and lasted me 9 years of constant use. We purchased new furniture which is the only reason we got rid of it. Bad move. A side note: my father had to go into an independent living home 2 years ago, and he purchased a sleeper sofa and a recliner. The recliner also lasted him one year, and we threw it away again for its terrible quality. That one only cost him $300 on sale.

He called his boss. His boss said to just fix it with one of the wrong parts you have in the car. The one in the car was not the correct part for my recliner. I am outraged that your company would hire out repair work to this type of repairman. I am unnerved that they asked for money because they did not have the part for the chair. I expect them to be prepared when they come to my door. I expect them to be ready to work when they arrived at my door. I do not expect to pay for 2 service calls. They should have carried the part of at the very least. If they did not know to ask what type of chair it was from the store, when the original call came in was to call me before they came out to insure that had the correct part, bring the correct part. Why would you go on a call not ready and then ask the customer, who has already paid for the coverage to pay for their mistake?

They should have asked of the model number when they took the call and job from the Buford store. I paid for the supposed coverage and all I am getting is the run around. I then called the store to have them handle the issue since they are in effect the repairman’s feeder line for jobs to correct the issue. Then an agent of your company commented to me, at my displeasure, was to say, "So, now you are blaming me for this morning’s problem!" Question is: Who should I blame? I bought the problem from you! I asked you to fix the problem. I called your store to have the problem fixed, not to be hassled because your company will sell the product but not stand behind the product. He was rude, kept talking over me, would not let me speak, and then hung up on me.

I called back to speak to the manager and the lady that answered the call said she would put me through and then asked for my name at which point she said he is on the other line. I said I would wait. She said, "He will be on the line for a while. I said I would wait.” She said, “No, I could not.” And took my number. I am still waiting! I want my $400 back or my recliner fixed. You took the money and now when I want it to be repaired, you hand up on me, send out an unqualified, unprepared repairman and then when I call back to the store again, where I bought the item, it no customer service at all! I want the recliner fixed with correct parts that were made for my chair and not another model.

I want them not to ask for a charge for the first visit. I want the person who was so rude at the Mall of Georgia Store to call back with a formal apology. I think that this is a scam. You take the service coverage plan with all hopes that it will cover any mishaps and then when you use it, everyone is out to get more money and use wrong parts and behave in an unprofessional business manner. Please call me at ****.

He left and said he would be back when that part came in. La-Z-Boy would call me. They called me on Dec. 14th and said I owed them $250 more before the service would be finished. $370.00 is ridiculous to fix a chair back. The manager said he couldn't help me because the chair had already been serviced. The girls in the service dept. were rude and told me if I didn't pay what I owed, they would send someone out to take all the parts out of the chair and it wouldn't work at all.

I am the only person who sits in the chair. I have arthritis and bought the chair for comfort. I have kept a cover to protect the fabric and it is in good shape. No reason for the back to quit working.

I inquired what recourse I had if I was still not happy with the results. I was informed not to accept and they would go from there. I have been waiting 3 weeks for them to clean and redeliver. They have offered no compensation for my inconvenience, the only person who even said "I am sorry" is my sales person. I am anxious to see the product and will repost at that time. The service received from this company is very disappointing. I will never purchase or suggest that someone purchase from them again.

I called, spoke with the Asst. Mgr. then the Manager when he returned. At least the manager said I could bring it back and get something else, but he would charge me a fee to do this. I had no way to take it over there and they said their service people would pick it up, charge for the pick up and take it to the warehouse, and they would work on it. I didn't want amateurs ruining the chair any worse than it was and didn't want to pay to carry it back and forth. I talked to the female service manager of the Irondale store. She was a pit bull. She verbally filleted me.

I then found a number supposedly the corporate number, spoke with a young girl, who promised she would call them and help me. She did not. I left her numerous messages on her voice mail to no avail. I then left numerous messages on another girl's voice mail. Neither of them responded to me. Then I saw on Facebook on the internet where a lady was assisted. I am appealing to you for help. I want to return this chair and get an equal amount (in dollars) of something to replace it. Since I have met with such mean and nasty tactics, from your Birmingham, Alabama, people, and have been ignored by the others, I would be most grateful to you for all the help you can give me. I want this chair (shedding like an animal) out of my house due to my asthma.

I first talked to a Phillip, I had to call back twice on June 5, 2010. An adjuster came up on July 8, 2010. He said he would let us know in a couple of weeks. No word. Jim called again on Aug. 11, 2010. They will be here on the 16th of August, his name was Trevor. He didn't look under and was not too pleasant for an adjuster. He said he would call back in two days, but no word. Anyway, we talked to Victoria. She said the adjusters said there is nothing wrong. Why did we call in the first place? Oh yes, they work for the company. They can't say much or they would lose their jobs. Jim called once more, he said don't yell. How would you be after losing this much money, thinking we were going to get the beat? All he said was I am sick and tired of being taken to the cleaners.

My husband had a severe heart attack and was operated in Toronto. On the day they came, his mother had just died. Maybe what they called yelling is just called upset and frustrated. Can you help?

Finally, we called the store again to be greeted with the same song and dance, but much more rudely this time. During the second week of August, they finally called and said the couch was ready, but we needed to call them back in order to set up a delivery date. I called the store and was rudely told that if I didn't take delivery on Friday (this was Wednesday when I called them) that I would have to wait two more weeks to get a Saturday delivery. I explained to Melissa, the person I was speaking to, that I couldn't afford to take an entire day waiting around for the couch delivery.

I said that I would appreciate it if they could call with a window of time, considering how long it had taken to get the merchandise. She was unresponsive and uncooperative. When speaking with Aimee the next day, it was even worse. No one from this store ever offered an apology or attempted to be flexible to make this right. Instead, we were rudely treated from start to finish. Once they had our cash, they went MIA. Needless to say, we will never buy another La-Z-Boy product again.

I called the store again on July 9th. No one would answer the phone and I had to call about 10 times before someone finally picked up. Mat answered the phone and I asked him about my orders. I told him I never heard back from Brittney. He told me that she was at the bank and they would call me when she got back. Well, Brittney finally called me back about 2 hours later and said that she was sorry that she never called me back and she was at lunch. That is such poor customer service. I asked to speak to a manager and she put Mat on the phone. He told me that the sofa was supposed to be shipped on July 27th and the tables were supposed to be here in September because they were backordered.

He sent me an e-mail and said that the sofa was delayed due to lack of fabric. He told me that there was basically nothing he could do. Things happen. I told him that I was going to cancel the order and then he said that we would have to pay 25% for the sofa since it was a special order. He gave me a phone number to call and said they would be able to help. Well, that number was for people with warranty issues not customer service issues. No one ever communicated anything to us. I would think that when an order was placed, they would be able to tell me at that time if any items were out of stock, backordered or the fabric was not available at the time of purchase. They are selling items under false pretenses and lying to people about the shipping and arrival date.

If I knew at the time of my purchase that the tables were going to take months to get in and the fabric I chose for the sofa wasn't available, I would have made other choices. Instead, they lied to me and took my money. They were holding about $800 of my money for two months and by the time the items arrived, it would have been much longer. We decided to go to the La-Z-Boy store and talk to Mat. I have never dealt with more unprofessional, rude, lying, inconsiderate people in my life. That store definitely gives La-Z-Boy a bad name. Mat had nothing constructive to say and he just kept talking in circles and would say one thing and the next thing he would say would totally contradict his previous statement. He had no clue about the polices and procedures of the store and he could never give us a straight answer.

We asked for a complete refund and then all of a sudden, both our orders became special orders. So now, Mat wanted to keep 25% of both of the orders we placed.

The order had to be a special factory order to get the same fabric on all pieces. We paid 1/2 down and the balance before they would ship it to Wichita, Kansas, which we thought was a bit strange. When they delivered the furniture to the house, the backs on the loveseat and the sofa sagged down as though it was old used furniture.

The back of the loveseat was improperly stuffed causing it to sag. The back of the sofa is in 3 sections since the 2 end sections are reclining. However, when the sections are up, all 3 sections should be at the same height level, but they are not. We complained to the store and since it was a special order they could do nothing for us directly it had to be handled by the factory and they turned it over to an outside service group who sent a Mr Mark W. from Kansas City to check and service. Mr. W agreed that backs of the sofa and loveseat had not been built right at the factory so he took pictures and sent them to the factory Customer Service. They ordered stuffing for the backs and we have 2 boxes of stuffing sitting here for somebody to install it and do it properly.

A replacement back for the sofa was sent here but we had to ship it back because it had the wrong material and also the shipping label was incorrect and shipped to us by mistake. We have called the service reps. many times but we don't seem to be able to get anybody out here to fix the units. We know it takes someone with a special talent to install the padding properly, but 4 months without any kind of schedule seem like a very long time.

We ordered the furniture on Feb. 14, 2010 and now its July 1, 2010. When our friends come in, one of their questions is" Dot, whats the matter with your sofa?" and we don't like that.

By that time, my labor warranty was up and I could not afford the labor to have the seat foam installed but did install the back foam myself. I asked for higher density foam but the store told me that they don't provide that. I went down to the local foam store and with the new seat foam had a higher density piece cut out for me and placed that on top of the collapsed seat foam.

After a few more years, about 2007, the rocker spring set on the right side of the chair broke and the handle fell off the recliner's mechanism. I ordered a new spring set that was delivered but not installed. In January of 2008, the metal brackets that holds the back of the chair to the base tore and broke while I was reclined in the chair and it dropped me onto the floor backwards. The drop to the floor damaged my back again, so I called La-Z-Boy corporate to try and get in touch with their risk management department to pay for my medical bills and replace the chair with a model that didn't have defective metal brackets.

I was denied by a person in management (Sherry) who wouldn't transfer me to their risk management department. I ordered the parts for the back of the chair and installed them myself. After installing the parts and taking photographs of the broken parts, I made a complaint to the Federal Consumer Products Department and had a case opened, providing them with all my information about the event. I also made a complaint with the Consumer Affairs Department here in California.

In 2009 I took out a loan to have the chair re-upholstered with high density foam and new springs in the seat and back with good results and they also installed the new rocker spring set.

On June 8th of 2010, I was once again reclined in the chair when the same brackets that hold the back of the chair on tore and broke once again and once again I dropped to the floor behind the chair. I ordered another set of mounting brackets and have been waiting 3 weeks now for them to arrive. Once again, I have had to go to the doctor to get an appointment with my pain management doctor for yet another round of epidural shots for my lower back.

I have had to get epidural shots in my lower back twice now because of the defective back brackets. I have been without my chair for weeks to months at a time while the chair was rebuilt and while I waited for parts to fix the chair. I have lower back pain from both incidents and neck pain from the latest incident with the brackets failing. I have had to rely on prescriptions of Vicodin and Flexiril (muscle relaxers) to help with the pain during the incidents mentioned.

When Wayne came to look at the furniture (Service order # 0403600J1D1) he did not go over to the furniture to look at the hole or touch the fabric. He just said it was a hole that I must have stuck something into the fabric. I guaranteed that did not happen, and asked that he come over to see how the fabric was wearing away, and that the back of the fabric was what was showing. He again said it was a hole and not a defect in the "black dot" fabric. Regarding the excessive fuzz, he said I would just have to "shave" the fuzz off each week with a razor. When I asked him to show me how, he asked if I had a razor. I asked if he had one in his repair truck. Unhappily, he went out to the truck to retrieve one, and then showed me how to de-fuzz the fabric. With the ten minutes he demonstrated, he achieved a 2 inch by 2 inch square of "now de-fuzzed" couch. I told him it was ridiculous what he was suggesting needed to be performed each week on a fabric that I clearly stated I wanted tough and maintenance free. I went with a non-decorative pattern so that I could choose a black-dot fabric. He stated this was "resolved" and that this was "customer damage". Neither of this is true, and as time goes on, and the couch is pilling more excessively, and the holes are appearing more where the fabric is falling off the back of the fabric, I am getting more disgusted. The day after he left, the middle cushion that was sewn too tightly had its fabric pulled into a tear.

On 9-8-07 I had Rich come to examine my Lazy Boy couch backs moved when not reclined on. He checked, and found that three of the four end recliners where never locked into place when delivered to my home. Also, the repair said that one of the mech. for the LSS recliner was bent and needed replacing. To date, this has never happened. (Service Order # 901-14960). I am thoroughly disgusted with the quality and response that I have received from Lazy Boy (an extremely reputable and honorable company that I purposely bought from for its quality and history of endurance). I feel totally dissatisfied with all that I had anticipated, and feel I am still deserving of satisfaction guaranteed on a quality product (both fabric and mechanics).

I have had several affairs for my children that because of the embarrassment of the appearance and mechanics of my two sofas I was not able to have at my home (or I had to have them outside with tents). Three children graduated from high school, and two received the highest honors from scouting (Eagle Scout Award from Boy Scouts, and Gold Award from Girl Scouts).

Who would think it takes 3 months to get a chair they have on the floor and the consumer has to make all the contact. If this chair comes in, it had better be good as good for what I am paying. What happened to customer service?

Throughout the month of February, I placed documented 4 phone calls to Mary Ann requesting a return phone call to receive an update for my purchase. Mary Ann never called. On my fifth call (in the beginning of March), I asked another sales person to assist me. The sales person was helpful and said Mary Ann would get a hold of me but the notes on her computer indicated the sofa table would arrive April 6, 2010. I was baffled by this news! I was never told my sofa table order would take two months to complete!

Throughout the month of March, I called every week to receive an update on my sofa table order. I stopped leaving messages for Mary Ann (it was clear she was not planning to return any of my calls) and would simply ask a sales associate for an update. Each sales person would say the same, that my sofa table should be ready near, or just shortly after, April 6, 2010.

Once again, not hearing from Mary Ann or La-Z-boy, I called on April 10, 2010. The sales person said "sometimes it (the sofa table) takes a week, I'm sure it's on its way." I waited another two weeks. Once again, no one called. I decided to visit the showroom in Hilliard once more. I requested to speak to a manager and explained that I had a complaint. I explained the complaint to the sales people. The sales people said Mary Ann had been on sick leave, that it was Sunday there was nothing they could do, and told me to call the manager, Alice **, on Monday. I called Ms. ** the following Monday, April 26, 2010. I explained my experience and that at this point I simply wanted a refund and nothing more to do with La-Z-Boy furniture. Alice offered me an apology and refunded my bank card.

I have sent this letter/email to La-Z-Boy Inc. numerous times and they have not responded. They have lost a customer for life. They refunded my money and apologized.

I have been in your store no less than 4 times since February, and told Mary Katherine of my frustration. She called customer service for me, and advised me to contact someone in customer service as well. I have talked to Vicky, Elizabeth and Bodine. I emailed additional pictures of the chairs to Vicky to help substantiate my claim, but advised her that if it wasn't obvious enough by the pictures the customer service rep and I took, I would be happy to have a manager come out and look for themselves. I have had to follow up with La-Z-Boy constantly, as no calls or contact have been initiated by your company. More than two months passed and I called Vicky yet again; she advised me that the company was going to stuff new pillows and send them. This is problematic, which I told her, because the back cushions are attached and the fabric wears very poorly. I was told, I have no choice and it would be 3 to 5 weeks for the pillows to be finished, and then the chairs will be picked up for the back cushions to be attached. (This solution is not a solution at all, as now I will be receiving a patched up recliner with the same inferior fabric. ) I was also informed by Vicky that if after they attempt to "fix" the chairs, and I am still not happy, another course of action could be taken.

Upon hearing this news, I was furious. I talked with Bodine who kept reiterating the "warranty" policy. This is not a warranty issue. This is poor workmanship, poor fabric for this chair, and an unreasonable delay and total bungling of a customer service issue. I waited 3 months for the chairs to be delivered, I have waited two months to be told I have to wait probably another 2 months. This is not acceptable. I paid a fortune for these chairs in hopes of having what I thought was a product from a reputable company, excellent fabric, and exceptional craftsmanship. I have received none of the above and have come to realize La-Z-Boy is not the outstanding company I once thought it was.

The solution proposed to me is not acceptable, as the fabric is inferior for this recliner. I am not getting anywhere with your customer service department and they seem indifferent at best. I have talked to other furniture stores, including a friend and furniture sales person at Macy's and they would have remedied this immediately. This has gone on long enough. I have been courteous, cooperative and patient. I played your corporate games, and now I want a resolution. I am asking you to rectify this situation immediately. Initially, I would have been happy to reselect fabric, and/or a different chair, but with such poor customer service, I am not sure that remains an acceptable resolution. I look forward to hearing from you soon, and hope that you will take action to make this right. Otherwise, I will have to pursue other options available to me". The pair of chairs were in excess of $3,400. They are inferior in workmanship and material. The damage is, they will not refund my money, and/or would not even consider letting me make another selection. I am furious.

Once I arrived in Fort Stewart, the chair was put up in my bedroom so I could use it right away. I still didn't use it very much, but it started acting up in March 2010, getting stuck in one position and not operating properly.

So, I called the Lazy Boy on Timothy Dr. in Savannah, GA to explain the issue to their service manager. He said he would take a look at it so I loaded the chair into my truck and delivered it to them. Again, the chair was packed properly and had no damage.

Two weeks later, I received a call from the service manager, telling me that they had "replaced the control" and that the chair was now operating correctly.

I then moved to San Antonio, Texas, by way of Princeton, TX in the DFW area. We moved the chair inside the house, connected it, and found that the chair was still exhibiting the same problems. It is now stuck in the full recline position and refuses to operate normally.

So, I called Lazy Boy International. They told me that they have no jurisdiction over the individual galleries and that, even though I had not used the chair for an entire year, it was, nevertheless more than a year old, and that I would now have to pay for a service call.

I am a totally disabled veteran. I paid almost $1400 for this chair. It is obviously defective and should be fixed at Lazy Boy's expense.

I will never buy another Lazy Boy product again. If this is how they treat people, they don’t deserve anybody’s business.

In addition, when I scheduled the repair person's second trip out, I was told that I could not be given a time frame for the arrival of the repair person, not even a four-hour window so I had to take a whole cay off of work. And, to top that off, when I called this morning, the scheduled repair day, I was told that I wasn't on the schedule. Mind you, they'd already charged $20 to my credit card, but I wasn't on the schedule. It made a stink. After repeated phone calls, I was told that the person would be here by 2 pm. I'm waiting. I wouldn't recommend La-Z-Boy furniture at this point. Both quality and service have been quite disappointing. I could have purchased an off-brand chair and simply replaced it more often, rather than deal with this headache.

We stopped into the store and spoke to the salesman from whom we purchased the chair and received no satisfaction for the change in the recliner's appearance. We are very disappointed that it's not been as satisfying an experience as we had with our first recliner. Since it's so unsightly, it requires replacing but we hesitate to return to the store to look for a new one. We thought you would like to know why. Thank you for letting us share our experience with you. The fabric on the seating part of the chair has gone from green to black on the arms, back and seating area.

Like others on this site, someone was sent out to take a picture of the damaged item. He had no further information - not what was next in the process, not what the time frame would be. I literally called every few days only to be told a different thing by a different person each time (after being on held for at least 5-7 minutes each time I was transferred). It has been over two months and it is still not resolved. I understand that a claim has to be processed and takes time, but over eight weeks? And still no resolution. It is a dining room chair. It is broken. Wouldn't it be very simple to replace? I will even go and pick it up! It has been a very disappointing process. And I would not recommend La Z Boy to anyone because of it.

What a difference a few years makes. We have had trouble from the beginning with one side of the reclining sofa. Repairmen have been out four times since the furniture was delivered, the last time being today, April 20, 2001. One part was replaced, and every one of the repairmen tightened the screws. Big deal, we still have the problem, and today, we were told that's just the way it is.

I guess we will be stuck with the inferior furniture. What a disappointment from a company that used to have a great reputation. You can be assured we will be sure to tell everyone we know to stay away from LazyBoy furniture. Where are the caring, dependable companies anymore? Because we have matching chairs, we won't be able to purchase another sofa and we are out the money we spent on the entire group.

Two of the service people told me they should replace the chairs several times. I could never get a copy of my service calls because Lazy Boy's policy is you only get a copy if you sign off as accepting the repair which I refused to do. Well, needless to say after several months the padding was practically gone. You could feel the wood. We even went into the store that we purchased them through and was told to contact Lazy Boy customer service about replacing. Well, we asked them to take the chairs back in November, give us a credit towards 2 different recliners.

No way. October 2009, I called Lazy Boy once again and they sent someone out who took pictures and told me that they should be replaced. Lazy Boy Suzanne ordered replacement parts. 6 large boxes to be exact of padding for arms and seat. February service man came out and told me he didn't have time to do such a big job and besides, all the cushions they had sent were the wrong ones. Once again I had to call Suzanne 2 weeks later to see what was going to be done. She was surprised repairs were not done. I requested that the boxes be picked up since they had been sitting in my dining room now since January. She told me that Claudia was not handling my case.

Called Claudia. She told me to throw them in the trash. Not without a letter was my reply. Besides I live in a apartment complex and they do not pick up large boxes. The boxes remained in my dining room until March when I physically had to take them to my husbands place of business so UPS could pick them and and ship them back so they could throw them in the trash. For health reasons, they could not reuse. God only knows how much they have paid so far with service men at least 8 times, shipping to and from on cushions that were the wrong size and can't be used.

Now we are into April of 2010 and I called yesterday and left a message for Claudia and no return call. I called again this morning and left a message nor return. I just had 2 seats with foot rest delivered. Now I have to schedule a service person to come out and replace. Hopefully they can be fixed and the squeaking can be stopped otherwise these will end up in my next garage sale. Bottom line, Lazy Boy does not have customer service. They have a couple of yahoos that they actually pay to ignore and be rude to customers. I'm out over $800 and a lot of anguish. I'm out over $800 and a lot of anguish.

We have contacted the store home office in MI and left messages at MD number. Pineville store will not exchange these pieces per our request. We have extended an invitation to visit our home and inspect the two chairs. The corporate office states this store is privately owned and they can handle the issue as they please. I did call two other La-Z-Boy stores in the state. Both store managers stated these pieces should be exchanged per policy with Corporate and a franchise. Names will be provided upon request.

In addition, staples from this repair had to be pulled out of my one year old hardwood flooring. I feel this is an isolated incident. We, ourselves and family members, have always purchased La-Z-Boy products for over twenty five years. Even the tech repair person stated. This is so bid an area, with several pieces of cloth being replaced, it can not have the factory look doing so in a home. Staples show, material bulges in certain areas or overlaps.

They took them back to the repair shop at La-Z-Boy and called us a few days later to tell us they were fixed. It wasn't to our satisfaction but got tired of trying to get our point across and just took them back. They still aren't right and we had another serviceman come and look at them. He took pictures and was going to send them to corporate office. We are waiting for your answer to this matter.

My husband is retired due to medical issues from 35 years of Emergency Medicine. He bought this chair to sit in most of the time. He has now, in addition to not being able to sit comfortably in the inferior broken chair, to having to constantly meet the repairman to mend one thing on this chair before another breaks. After working on the chair in Jan for 2 1/2 hours, it broke three hours after the repairman left. LazyBoy is selling inferior merchandise and high dollar prices.

I called customer service who told me that they could send a technician out to try and fix the problem. I told them I wanted a new couch since this one was defective. I was informed by Nikki that since my parents signed the acceptance of delivery, La-Z-Boy would not replace the couch and they would only fix it. I agreed to have the service tech come out to my parents' house to try and fix the problem and also told Nikki that if it was not a simple fix, I wanted a replacement couch. She agreed to such. On 3/26, the service tech came and could not fix the recliners nor could he line up the interconnecting parts to make the sectional lock together. I spoke to him on the phone and he said he would tell his boss that his advise was to replace the entire couch.

On 3/31, I called La-Z-Boy to check the status and was told that they are ordering new connector pieces to "re-fit" them. In other words, drill additional holes to a new couch to make the sides come together, no mention was made of fixing the recliners. I spoke to Karen from customer service who told me that she was going to send a new technician out to try and fix the couch. I told her that this product was defective from the start and that I wanted a replacement. She further insulted me by saying, "perhaps my parents need to be educated on how to use the recliner". I told her that she should send a delivery truck to pick up the couch and that I was going to contact my credit card company and have the charge reversed.

Karen further stated that "I'm the one who receives those charge backs and I will refuse it on account your spite". Yes, all these quotes are real and 100% accurate. I called the salesperson, Donna **, who agreed with me that the item should be replaced. Over the past two days, she now refuses to take my calls or call me back to help.

There was no answer. The part arrived last week. I called to set up date for repair to be finished. The same gentleman showed up. I showed him the box with the parts and his first words were, "Where's the other box? " The reclining mechanism was not sent and the seat frame that was sent was broken! Now I have to wait another 6 weeks. What poor, poor service. This falls on deaf ears. So off to BBB I go. I will never order another piece of furniture from this company. Hope they close their doors forever!

La-Z-Boy offered what they call a re-select instead of a refund and told them we did not want to take a chance on the same thing happening and that we wanted a refund since the chair was only 3 months old. They told us that this would have to be authorized. We received no further communication with them, so was compelled to phone their local manager. When we did manage to get in touch with the manager Maria, whom attempted to pass the buck on to someone else's desk, we heard no more and trying to make contact with Maria was becoming hopeless. All through one week, her secretary claimed she was either in a meeting or away from her desk. When we eventually got hold of Maria, we were told that we would not get a refund. We advised her we would be getting in touch with ABC Seven on your side. We could visualize her response when she said, "Fine!" with a couldn't care less shrug of her shoulders.

We did contact ABC Seven on your side, but even they failed to budge with their policy. Eventually, a compromise was agreed upon and we would choose a replacement chair but would have to pay the difference if it was more expensive. This we have done and we did manage to wring out of them to get them to deliver the chair without their customary charge! This company claims their products are made in the USA. The CEO needs to get his feet off of his desk and go out there and see how his competitors are going to get increasing success from products similar to his and my experience shows the Chinese are producing products of equal quality and often better.

Today, we were told that the items were made, but were still in China (yes, I said China), and that they would have to wait to be able to fill a container before it could be shipped out, so expect to wait at least another month or so. This is just one of many excuses that we have received from them since this all began. We've even been told that our salesman was out for a few days, and there was no one there that could access the computer to check on this status of our order.

We were told another time that our order had already shipped and that we would be getting it by the end of March, but today we were told that whoever told us that story was mistaken, as it had not yet shipped. All I can say is, people beware of doing business with La-Z-Boy. You will need a lot of patience and most likely a good attorney. I have run out of patience, so am pursuing legal action against them when my furniture still has not arrived within the 4-6 weeks as promised when I contacted them today. These people lie as easily as they breathe. I loathe them, and you most likely will too if you decide to make a purchase from them.

Over the next few weeks, we tried to use the reclining function and it seemed to get progressively worse. The release mechanism eventually refused to work and we contacted the store with our concerns. We were told that we would be contacted and a service employee would be sent to look at the sectional. Approximately three weeks passed and we were not contacted, so again I contacted the store and spoke to a customer service representative named Bonnie. Based on the information I provided, Bonnie thought a small mechanical part needed to be replaced. This part had to be ordered which required more time.

Apparently, the service technician was having health problems which led to more delays in having the couch serviced. Eventually, in November, a technician came to our home and determined that the reclining function should not be used, as it will damage the couch. He informed us that the couch was not assembled properly and the cushions needed to be unbolted, loosened and adjusted so the cushions aren't rubbing together excessively causing premature wear. He determined the couch will need to go back to the store where it will be repaired and returned to us a week later.

According to La-Z-Boy's own policy, the recliner should never have left the warehouse if it was not functioning correctly. Secondly, it should never have been left at our house after the test done by the delivery person. We requested several solutions: La-Z-Boy replace our couch; La-Z-Boy take our couch for service and provide us with a temporary replacement or La-Z-Boy refund our money. Unfortunately, La-Z-Boy has only offered to take our defective merchandise and leave us with nothing while they conduct repairs. As it would be a great inconvenience for us to go a week without a couch, I insisted that we be provided a replacement. The sales person I have been dealing with, Bonnie, consistently tells me she will look into getting us a replacement, but never follows up.

We are now going into the sixth month dealing with this issue. The most recent interaction with Bonnie was February 6, 2010. At that time, she promised to contact us regarding a replacement sofa by the following Wednesday (February 10). To date, we have not been contacted. We want either a full reimbursement for this defective merchandise or a new, working replacement. I was under the impression that La-Z-Boy was a superior product with excellent customer service. To date, that is not reflective of the service and product I have received. Please contact me as soon as possible with a reasonable solution before I need to pursue this matter further.

Since this time, I spoke to Jim (the owner of the Bayer's Lake store) February 20, 2010. I gave up my request for a replacement or my money back and agreed to have it picked up February 25, 2010 to be repaired. A replacement love seat was to be provided. My sofa was not picked up as arranged and I was not contacted in regards to a change in plans. I emailed the store on Feb 28th and I have not been responded to. I paid for a working recliner and they delivered a non functioning sofa.

First, the delivery was not as promised. Second, when the delivery finally made its way to my home, it was incomplete (I ordered a sectional which they said was custom b/c of the color fabric, and only 3/4 of it was shipped). Third, when they did deliver the 3/4 of my reclining sectional, 1/2 of it (the recliner) was damaged (and still is). I finally received the remainder of the sectional, but I'm very dissatisfied with the craftsmanship of the set. I also noticed that the wood used to build the sectional/recliner is not the same as the wood represented on the model at the furniture store - the one they so brag about as being the highest quality recliner!

As if all of this is not enough to stress and frustrate someone (a reasonable individual I might add), management has been awful, awful, awful! Despite several attempts to contact regional and district managers, neither have responded. When I contacted Corporate Headquarters to report my experience and lack of response from the above individuals (after spending an inordinate amount of time explaining my situation), I was told they could not do anything because each store is individually owned. Talk about trying my patience!

I decided to go to the store personally and make my complaints known in front of whomever I could, workers, customers, etc. Store managers have attempted to calm me down and appease me by making calls and promising action, but nothing has happened yet! I've been in contact with Customer Care, whose representative handles me very well on the phone, but I have no confidence in her either. A tech was sent out and the only thing this company is doing at this point is replacing a bracket (or something to the effect).

I'm still waiting! I also talked to the Customer Care manager who also tried to calm me down, but refused really listen to all of my issues, including my concern that the structure and craftsmanship of the furniture is not what was represented to me when I was purchasing the product. The craftsmanship is very poor, quality is poor. All in all, it is a flimsy set!

My couch was purchased on 2/23/2009. Within 1 week, a call was made to the store because a slat (which turned out to be a 1x2 of scrap wood) partially snapped and splintered. The second issue addressed right away was a cushion that had what looked to be a glue spot eating away at the texture of the fabric. Right away, we wanted to return the item but were told we had to follow the warranty. The store manager told me he would contact service to come out. They would call me to schedule a time. A man named Ron called me and scheduled a time to come out, he was supposed to be here around 10am because I had to go to work at 10:45am.

At 10:45, he had not showed so I left and on my way called the store to let them know. I soon had Ron calling me again, apologizing because "he just couldn't get up that early" and asked if we could schedule a different day. We scheduled the following Saturday at 1pm. He came over, looked at the back and the seat and stated that we needed a left back and right seat ordered and will arrive by 4 weeks.

While I was waiting for the order to arrive, I had to contact Tom at the store again because the same side that needed a back, the leg extension started to drag the ground and tear the fabric. We weren't even able to close it completely. Tom stated to have Ron check it out when he came to install the new pieces. Ron came out in June, several weeks after the parts being ordered, replaced the back and seat and they looked great. I asked him about the leg extension and he stated that "it’s not a big deal, just a matter of adjusting the couch's foot height.”

July, the week after the holiday, we had family come to town. Someone sat at the end of the couch that the extender had been "fixed" on and when they put their feet up it started to slant. I got under the couch and found that the mechanism had completely bent as if it had been molded that way, any maneuvering damaged the fabric. I called Tom once again and told him of the problem and that I'm sick of this, I want a new couch. Tom promised to have it fix, he couldn't believe this and he will do everything he can to get things taken care of. He made a point of stating that the customer is priority so I believed him. He stated that part would take 4-6 weeks, which was July.

In September, we still hadn't heard from him or Ron. I called the store and left a message, within minutes Ron was calling me. He told me in a voicemail the parts had come in a week previously but he would be going on vacation the week following but could fix the couch after that, tack on an additional 2 weeks to my damaged couch. Let me say at this time, I have several pictures of the couch during this past year. I didn't respond to Ron, I was livid at being put off again by the man.

I called the store and left a message for Tom. He called me back and stated that Ron is his only option for service and Tom would come out with Ron to put the new part on. I agreed to this arrangement. We arranged a time for Ron to be here when my husband was here. The day came to replace the piece, in October 2009, and Tom called to let me know that he wasn't going to make it because he was so sick but I could certainly call his cell phone. What choice did I have? So Ron came over, my husband got a bad feeling about him instantly and replaced the mechanism. My husband had to leave at the same time as him but when I got home from work I noticed saw dust on the ground. I pointed it out to my husband and he sat down to try the reclining feature.

The reason for sawdust suddenly became apparent. The board for supporting the legs had been snapped and the staples holding in the screen fabric had been ripped out. I tried to call the store, my husband called Tom's cell phone, nothing. Eventually we got a hold of him and Tom asked me to e-mail the pictures to the store e-mail so he could send them on to corporate. I did so, still not getting any responses. On Halloween weekend, my husband and I stopped into the store. In this many months, Tom had never actually seen the damage this couch has seen because of shoddy parts and repair.

I showed him the pictures and he didn't know what to say other than to apologize and promise that corporate was involved now. Thanksgiving weekend, I tried to contact Tom by leaving a message at the store, nothing. Twice since then we have left messages for Tom to get back to us, still nothing. On January 4, 2010, we contact the Better Business Bureau and filed a claim. They stated that through the next 4-6 weeks, they would be trying to make contact with the store. On February 1, 2010 we received a response back that communication attempts had failed.

I keep being told that I need to let the warranty work. We need to wait it out to get everything taken care of. Well the 1 year mark is coming up in a few weeks and nothing is resolved! I called warranty services and they can't get a response from the store either yet and was told yet again that I need to wait. I have been waiting for a year to have a couch that is in 1 piece! We paid $1,200 for a couch with a name that used to mean quality!

During this time, there have been e-mails sent to the store at lazboyoflatham@hotmail.com, customer service, and corporate. After all this time, I feel that a refund is the only thing that is going to finalize this. I want ties with La-Z-Boy broken.

When they did respond on January 25, I was given a repair date of February 18. I complained that that date was unacceptable, having just purchased a new chair with only 4 days of use. Again, it took multiple phone calls before I received a response from the store on January 27. The repair date was moved up to 3 February.

On February 3, a La-Z-Boy contract technician arrived, took 3 pictures of the chair, examined the motor, and agreed that the chair was not working. He then removed the motor. He asked me to sign a document which stated that I agreed with his assessment that the chair was not functional. He then said that the company would call me and he left.

I still have a chair that doesn't work, and no idea when this will be resolved or in what manner. They have my money. On February 3 (today), I called the corporate office to register my anger and dissatisfaction. I received a call back from the store location telling me that when they receive the technician's written report, they would review the details. I was told that I would receive a call back with their response by Friday, February 5. At this point, I am requesting my money back, because I received a defective new product and extremely poor customer service.

Bottom line is buy something cheaper and throw it away when it breaks. La-Z-Boy works very hard to keep from honoring their lifetime warranty you hear so much about during the sales pitch.

I contacted Hammary directly and spoke with the service manager, Brian, only to be informed that the one-year warranty was expired and neither La-Z-Boy nor Hammary (a subsidiary of La-Z-Boy) would accept any responsibility for the table. I was also advised that I could not contact you directly; I must write a letter and wait for a response, which indicates to me a lack of customer service in addition to the sale of substandard furniture.

When I purchased the furniture for my living room, I made the trip from Sebring to Tampa, specifically because I believed La-Z-Boy's reputation to be impeccable, as evidenced by the "How Did You Find Out About Us" box on the invoice. I intended this furniture to last at least 10-15 years and am absolutely flabbergasted that a $630.00 Cocktail Table would fall apart after 2 years without any concern on the part of La-Z-Boy or any customer services to aid in remedying the issue. I believe I could have purchased a complete set of tables at Big Lots (of all places!) for half the cost of the Cocktail Table alone and obtained the same, if not longer life span of the pieces.

Again, I can't begin to express my disappointment in a letter alone, and since I am unable to contact you by phone, if we cannot reach an amicable solution, please know that I will express my disappointment to anyone and everyone I come in contact with from this point forward, in hopes that at least my friends, acquaintances and hopefully their friends and acquaintances will be able to avoid this same disappointment. I have to buy an entirely new living room table grouping, if I want them to match. The original three table grouping I purchased cost $1,475.86.

Not even two minutes later, another associate approached us and very rudely told us that the manager had sent her to tell us we needed to leave the store as soon as possible since we were "just hanging out on break" and then she rudely stormed off, when in reality we were waiting for our roommate to bandage her hand and considering purchasing the living room set.

It was highly offensive and we found it to be quite rude. We had no intention of complaining about our roommate obtaining an injury since the one associate was so polite but we felt the need to complain when we were told to leave on false pretenses. Also, when we called the store to get the number for the district manager, which could not be found online, they proceeded to put us on hold and then hang up on us. We immediately called back and they blamed it on poor service on our end when we were calling from a landline.

We went the La-Z-Boy route because we wanted to have some good furniture for once and at the time we could afford it. Well I'll tell you the cheap furniture we had owned over the years lasted a ** of a lot longer than this sofa that I paid nearly $800. Yes, I know that might not sound like a lot but for my family that is a lot since we barely have enough to feed ourselves and now they want to rip us off and try to charge us for repairs that should not be happening in only 2 years. I have had cheap hand-me-downs that lasted me longer than this new expensive sofa has. I will never buy another La-Z-Boy again in my life and I will tell everyone I know not to buy from them. They just cost me way too much money that I just didn't have to lose.

I was treated like I had no business, and I was even thinking the store would help. Take my advice: Do not buy any La-Z-Boy products. Because of the $265.00 to fix the chair, we will have to fix it ourselves and be without the chair for about a month.

This time I made it clear I was not happy with the runaround I had been dealing with. The manager called me back, and to make amends for the inconvenience, they were going to give me a $400 clock. I have to say here my experience with this store was, on the whole, a pleasant experience, which made it even more surprising that everything seemed to fall apart as soon as the end line. The clock is a nice gesture, but following through on what is said, or a phone call (either time) to say the delivery date had been moved up, seems at the very least good business. I did call one of the many phone numbers for La-Z-Boy, and the woman told me I had to deal with the store I had ordered from. What sense does that make? Just thought I should warn others so that maybe their buying experience goes better than this one

This last time that it needed repair, I called customer service and they indicated they couldn't come until the end of December or the beginning of January. I called the middle of December. I told them it was not acceptable they would need to come that day or the next. I told them I would contact the credit card company and get my dad's money back. I was told they would call me back and see what they could do.

A woman called me back and said she pulled some strings and could get someone there by December 26th. I agreed. I called them on December 26th to find out what time they would be coming. They said between 12 and 2. I called at 2:30 to check where they were. They put me on hold and tried to call the driver but could not contact him. I ended up talking to the service person's manager who said he was making a trip to Delaware on Monday and would personally pick up parts and make sure they got to us this past Wednesday.

A serviceman showed up but knew nothing about the parts from Delaware. The serviceman that showed up tested two parts and said it was none of those two. He didn't have the part he needed. He was going to order and replace all the parts. He said it could be sent to our home. I then talked to Customer Service again stating that they needed to overnight the parts and get the chair fixed. I was told they don't do that. I told them because of what we've been through and all the "lines" they've given us, they need to do it. From what I can tell, we must now wait another two to three weeks for the parts.

Needless to say, I am very angry, frustrated and disappointed. To end up spending $1,500 on a lift chair, for it to break down three times in less than a year and to get no satisfaction from the company is unacceptable. Again, my father is 90 and needs this chair. At this point in time, I would appreciate receiving total reimbursement for the chair because I cannot deal with this company anymore. They don't record the phone conversations on the computer for future reference. When you call the Customer Service dept. of the Shillington store, you end up talking to the Customer Service dept. at the main warehouse elsewhere. Thank you for anything you can do to help us remedy this situation.

The service charge covers their labor. We are afraid to use the sectional sofa because it keeps breaking. We asked them to waive their service charge for the latest service call because they continue to repair the same sections, but they refuse. So I have no alternative but to take them to small claims court. We have a sectional that cannot be used because the frame keeps breaking. Parts of the frame are now tearing through the fabric. I do not believe the sofa is safe. As a practical matter, we have lost the entire value of the sofa since it is not safely usable plus the cost of the extended warranty. It has caused significant frustration and loss of time and travel.

La-Z-Boy never had us sign a document stating such a policy. The manager then came back with the document and asked us to sign it. We refused. We stated we wanted our money back! That was their problem--that they didn't get that disclosure agreement signed by us. La-Z-Boy then went on to say that it really didn't matter anyhow, as that was their policy and they don't issue refunds.

Unfortunately, we paid cash, which was a big mistake! If we had paid with credit, we could have refuted the charge. We made that very clear to them. They were completely uncooperative and rude to my husband and myself. They finally did deliver the couch eight weeks late, and the delivery drivers were completely intoxicated. Now, to add insult to injury, we have had our couch five days and the foam is already collapsing.

My 10th wedding anniversary is New Year's Eve and we are celebrating with friends and family in our home with this large, broken reclining sofa as a serious eye sore and embarrassment. We will make sure to inform our guests of our poor experience with La-Z-Boy. La-Z-Boy was quick to take our cash when purchasing but when it comes to customer service, much improvement is needed.