La-Z-Boy Furniture Galleries Reviews

My concern, which I expressed to her, was why the two pieces were not constructed at the same time and shipped the same time. With such a length of time between the two pieces, the lot number of color could be different. She stated that she had said it would be 4-8 weeks, which I disagree with and really did not give me a plausible explanation. Now, it is supposed to arrive 12/21 at the warehouse, which will definitely make it late for Christmas. I planned this arrival for before Christmas. I am very unhappy and I am still looking for the corporate office address to complain to. I was glad I only gave them 1/3 deposit.

Now just three years later, I am sitting on the floor of my living room because the couch cannot be sat on at all. The back of the couch has completely broke. If I had thought for one second that spending $3000.00 would not last me 3 years, I would never have gone there. I would never recommend anyone ever buying furniture from them again. Biggest mistake of my life! It's not like I have another few thousand dollars to replace it.

Early September 2009, I contacted La-Z-Boy Mid Atlantic Service and Distribution at 866-424-4886 regarding the fabric falling apart. They sent a factory rep to my home on 9/17/2009. He took pictures and obtained information and stated they looked terrible for being only 60 days old. He would have the seat areas recovered and explained the process. On 10/28/2009, La-Z-Boy called and stated the fabric was no longer available and that they had lost the pictures and needed to re-take them so corporate could make a decision. On 11/3/09, the warranty person returned to take pictures. On 11/9/09, I contacted Service and spoke to Evelyn who said it usually takes 2 weeks to process and she would call me back. It is now 11/23/09 and there is no response from service.

At this point, I would prefer a full refund of $1,800.93, which includes tax so I can purchase new furniture before the Christmas holidays. The La-Z-Boy furniture appears to be inferior and the service is even of less quality after reading the numerous customer complaints on the web. If a refund cannot be completed, I expect a furniture replacement of a similar style with better quality fabric.

I contacted La-Z-Boy on 11-25-09. I spoke with Holly who placed me on hold and eventually came back and stated Ms. ** would call me back within the hour. I hung up at 08:48. On 11-25-09 at 16:58, call returned by Ms ** at 16:58. She stated she was still working with corporate to resolve but that the TGHoliday is not helping. She said she would call me back on Monday 11/30/09. I offered a compromise that we would accept store credit for the purchase, less delivery. We would select new furniture and pay any difference and that they could deliver the new furniture and pick up the old the same day.

On 12-2-09 at 10:35, I called La-Z-Boy. I was placed on hold at 10:37 listening to their music. Phone answered by girl at 10:48 and she stated Ms. ** was busy. She stated that parts were on order. She said the seat and foot rest for both sides would be shipped 12/17/09. I told her I had been advised several times that the material was not available. I requested she have Ms. ** call me today. No call from Ms. **.

On 12-12-09, there were no calls from Ms. ** or the Mid Atlantic service office staff. I went to see ** at La-Z-Boy Greenbrier Store Manager. I explained the issues I have had with service and the failure of the service department to return phone calls. He stated that Ms. ** was his contact and that he would follow up with Ms. ** or her supervisor on Monday 12-14-09 and that he would call me before COB on this date. He stated this matter could not be resolved by him and the store level.

I went to La-Z-Boy on 11-4-09 for the $100.00 refund promised. ** (store manager) said he "took it off our balance," which to date has yet to be done. He also stated they had 13 leather recliners in stock and he would be able to deliver ours on the 11th or 12th. He also advised us not to make a payment until I saw the credit on our account the next month (December). We called several times to check the status and was finally called on the week-end of the 25th. The leather recliner was finally delivered on 11-12-09 - 4 months and 10 days from the initial order. Do you really think that's good customer service?

On 12-10-09, we contacted ** the store manager and the salesmen that sold us the items and stressed our dissatisfaction with their service and requested he do "something" about it. He said there was nothing he could do. We requested, at the very least, the delivery costs of all items and "home delivery of 4 pieces of $149.99" be refunded, at which time he stated he would only be willing to refund the delivery for only the chair of $59.99.

On 12-15-09, we spoke with ** again at which time we advised him there had not been a credit for the $100.00 or the $59.99 and there was now a $39.99 late fee on our account because he stated wait until you see the credit. We waited until the 4th to make our payment, realizing he was not doing as he promised and it cost us a late fee not to mention a black mark against our credit. He stated he’d made a credit on our account and was very abrupt, stating he would mail the copies to us. We’ve already made two payments on our account and it’s now been 20 weeks and still nothing has been done to rectify the situation. We were hoping to get some sort of satisfaction by dealing with the store exclusively; however, as you can see, that didn’t happen. We are very dissatisfied customers to say the least. We could have shopped anywhere for furniture but chose La-Z-Boy. We’d heard good things about the quality of La-Z-Boy furniture, but we now realize the quality of furniture isn’t the whole story. The other is customer satisfaction or the lack thereof.

I called the Gallery where the chair was purchased and explained my situation and that the chair had been moved now to Greensboro, NC. They told me to call their service center for service, which I did. I was told I would have to contact the local gallery for service, which I did. I even went to the store to speak with the manager. At that time, I found two identical chairs on his sales floor with the very same problem. We showed both of them to him. He contacted his service center for us and told me to fax them the information on the label attached to the chair so they could identify the chair and supply the part. I have done all of that but to date, have had no response from them.

I have tried to call the distribution center manager, Michael **, left my name and telephone number for him to call me, again, no response. I have been shuffled between the Lexington, SC store and the Greensboro, NC store. No one is willing to honor the warranty which was stated to me by their corporate office and which is attached to the paperwork on the chair. I have a very expensive chair which can't be used. I will never again buy anything La-Z-Boy, even if they paid me to take it home.

They hide behind the fact they are all independent stores and even they have to contact this service center for any service they need on the furniture coming into their stores. I don't believe this for one minute. The La-Z-Boy warranty is get your money and ** you. Warning! Do not buy La-Z-Boy furniture. Buyers beware. A high end brand with a low end product!

I am out $700+. I cannot get the chair repaired and in the present state, is unusable. I can't allow anyone to sit in the chair for fear of causing more damage. I am furious at the way I have been treated by this company. When you call these Consumer Care and delivery numbers you are speaking with vendors, not employees of La-Z-Boy and they are very good at their jobs, frustrating the customer to the point you finally give up.

The service guy came on 11/10/09 and told us the braces hardly ever break. He was surprised to see it, but of course it was covered under warranty. He said they would need to arrange a date to come get the sofa. The only date they were "in the area" was Sunday, 11/15. I told the person who scheduled it that we went to church at 9:30 am, so they promised to come by 8:30. The man arrived at 9:20 am and walked into my home, saw the sofa and said, "[Expletive]!" My husband reminded him we had children in the home and he did apologize, but of course they all heard him. They took the sofa and that was the last we heard.

I called the service center on 11/23 and was told the parts were on order as the braces hardly ever break and they don't keep them in stock. I asked when they estimated it would be repaired as Thanksgiving was fast approaching and I needed my sofa for my guests (we had 11 people total for the holiday). I was told they didn't know when the parts would arrive as they hardly ever break (do you sense a theme?). At that time, they started to imply I had let my children jump on the sofa, which must have caused the problem. My youngest is 10 and my children do not jump on the sofa, but even if they did, the sofa was a year old! I asked for a loaner sofa and was told they didn't have any.

I spoke with the service center manager and the salesperson we originally dealt with and left messages for the store manager and the operations manager. The operations manager did leave me a voice mail saying he was sorry, there was nothing he could do to help. The parts were on order since those braces hardly ever break. I called on 12/8 to check progress and guess what? The parts are still on order! I emailed La-Z-Boy’s customer service today, 12/8, hoping to get a reply. But based on what I have read, probably not.

I finally got my new sofa. The sofa on the showroom floor was a sleeper sofa. Great. I need a sleeper sofa. The one I received is not a sleeper. I haven't bothered to tell the store about this because they are not giving me any help on what I haven't received yet. I am sure they will tell me that I got what I paid for and a sleeper is an upgrade or some other **. Fine. Just give me what I was shown and please be truthful with me.

The table I ordered was to arrive in about four to six weeks. The date is now November 29th. When I've called to get information, I am told, "It's probably on the truck. We'll call you back." You guessed it. No one ever calls back! They will not follow up on anything and then act as if I am annoying them. Well, I intend to annoy them until they do something. We paid La-Z-Boy in cash--stupid mistake.

If I cannot take whatever I buy with me on the day I hand over my money, I will do without until I find what somewhere else. Believe me, this is the "furniture capital of the world" and lots of companies here are trustworthy. They do everything in their power to satisfy their customers. They know they aren't the only ones around. They also know that "word of mouth" is a very powerful tool. I intend to use that tool, too. I may not upset such a giant corporation, but we'll see.

I think that this sales practice is misleading and a very poor way of enticing customers into their showroom. Another thing which I think is dishonest, is their excessive delivery charge. They gave me a choice of home delivery or picking the chair up in Rancho Cordova, Ca, a town 25 miles away. There was a third choice which they didn't mention until I brought it up.

I bought the chair in Elk Grove, Ca. Why not deliver the chair to their Elk Grove store when they made their weekly trip on Tuesdays. I was told that they could do that but there would be a $30.00 charge for that service; again, a very poor business practice. I had the choice of not purchasing the chair; however, I like the quality and it is replacing an older La-Z-Boy chair we purchased many years back. If I had a choice of doing business elsewhere, I would do so. La-Z-Boy Galleries is not on my list of good retailers. Their business practices are unethical.

Monday, October 26th, came past 8 weeks as promised. I got a voicemail from Helen at 5:55 pm: furniture is not ready. She put a "speed" on the production and it should be ready soon. Another week passed the delivery time and no furniture. I called for update and nothing. I got even hang up twice. November 2: I got a call from Helen that the furniture arrived. I asked for the stuff to be delivered the following day and she replied: "Mrs. **, my truck only goes in that area on Fridays. Now, I cannot, just cannot, deliver your furniture to you tomorrow or any other day but Friday, because I usually get a full load of the truck so they can deliver all the furniture in the same area at once." I asked Helen if she can make an exception this time since they are late in finishing our furniture. Helen, now with stern tone of voice, said: "Mrs. **, didn't you hear me? I cannot, I just cannot deliver your furniture tomorrow or Wednesday. There's just no way. There's just no way!" I was very upset at that time, since we have been waiting for a long time for the furniture (all this time we didn't have anything in our living room since we donated all our La-Z-Boy furniture to our son who went away for college).

The following day, I contacted Helen again and asked if she can in any way get my furniture delivered sooner than Friday since we were going out of town. Helen repeated her demeanor from the day before and she repeated her same answers: "I cannot. Did you just hear? I cannot just do that for you, Mrs. **." She also told us that we can pick up the furniture, but we have to give her a heads up so she can have someone come over to get the furniture ready. Monday, November 9th - now ten weeks from placing order - I called Helen if she has any available delivery people to deliver my stuff. Again, no. Wednesday, November 11 - Veterans Day - my husband served and retired from the military and is a veteran of many wars. We decided to call U-Haul and reserve one so we can drive one hour to go pick up our furniture in Pensacola. I called Helen that we were on our way. She said, "I'll make sure that they're here to help you."

We got there, saw 3 boxes on the platform area, and boxes broken. No one there was waiting for us. She asked for us to come inside and sign the papers first before they can load the items on the trailer. My husband went in and got the paper signed. He came back out, opened the trailer and waited for the La-Z-Boy workers to place items in the trailer. One skinny man came out. My husband asked to see the furniture first before placing them in the trailer. Sure enough, we found wood exposed areas, stitches not done right, and threads hanging out on arms area of sofa. The worker did offer to fix the areas that were wrong, so we waited while he stapled and fixed the areas of problems on the platform. My husband had to lift all the heavy stuff and place them in the trailer.

What an experience. We were supposed to be the customer, yet we looked like the workers. No customer service from any of the La-Z-Boy staff at all - zero. Helen did credit us 84.00 dollars for the delivery, but the point is that they were supposed to have the stuff ready and delivered by 8 weeks and that did not happen. No apologies, no compassion. We got treated like dirt instead and we just could not cancel our order because they will keep our 900.00 dollars deposit if we did. We as a customer had no escape from the poorest of the poor customer service we received from La-Z-Boy. What a disappointment and lots of frustrations we have gotten from them. This kind of practice is unacceptable. My husband has stated that he will never purchase anything from La-Z-Boy ever again. Ever. The consequences were emotional, physical (our backs hurt from sitting on the floor for 10 weeks), and monetary since we had to spend our own time and money to pick up the furniture. And if we cancel, we would have defaulted our $900.00 deposit.

After breaking it in for 6 months, I phoned to get the "extra stuffing process" started. This is what I learned: the extra stuffing is an alteration, which I should have been charged upon purchase, the service centers will not travel to my new location and I must have misunderstood the sales person, as she would never have stated that extra stuffing could be added.

La-Z-Boy is loyal to their staff and wants to pacify customers. La-Z-Boy offered to replace the current padding. I explained there is nothing wrong with the padding. We always knew we wanted extra stuffing to make the couch more comfortable. In order to replace the stuffing I would need to make a 5 hour round trip twice to make the repairs. Instead of repairing the sofa, I was offered $150.00 for the inconvenience although the store manager is confident his employee did not make such sales claims.

We had the couch for 1 day and we noticed scratches on the seats. We had people moving furniture all day and are not sure what occurred. So, we covered the couch with a quilt until La-Z-Boy could take a look at it. La-Z-Boy said not to worry and that they would send someone out to look at the couch and make a determination on how they would help us. They used Advantage Furniture to facilitate their repairs. They said he would come out and take pictures the first time. We told them we were only available in the morning on the day they were sending him.

The representative called the day before he wanted to come and said that he was going to be there in the afternoon. We told him we were not available at that time and so he said he would come Monday morning between 7-8 AM. He never showed up and didn't call to say he couldn't make it. We called La-Z-Boy. They contacted him about coming out again. This time he showed up unprepared. He admitted to forgetting his camera. When this occurred, the sun had been out for hours and our floor to ceiling windows were open, plus we had our lights on in the home. We removed the quilt from the affected areas so he could look.

The representative arrived without his camera, which was the only reason he was there that day according to La-Z-Boy. We asked him about that and he said not to worry and that he only needed to take a look at the couch that day to see what options were available for repair. When he looked at the couch, he said he didn't think he could repair it and would recommend that that portion of the couch be replaced. He said, he or La-Z-Boy would be in touch with us soon. We said if he needed to come back to take pictures, to let us know. He did mark on the scratches with a pen that did not match the color of our leather. When we asked him about this, he said we would have to buy our own pen if we wanted the right color. He said it costs about $3. La-Z-Boy knew what color our sofa was. Why didn't he? He couldn't bring the proper $3 pen?

Nearly a month has gone by, so we called La-Z-Boy. They said that the technician claimed that we refused to let him see the couch and kept it covered the entire time, that we wouldn't let him take photos. That it was too dark to see anything and that the scratches were pretty deep and looked like cuts in the material. How exactly could he know anything about the number and type of damage if we never let him see the couch? How could it be dark in our place on a bright sunny day with our wall to wall, ceiling to floor windows, which were open. Plus, we had every light in our home on.

La-Z-Boy does not want to repair the damages even though we paid extra for a plan to guarantee coverage because the technician was covering his butt for having forgotten his camera. I am appalled that La-Z-Boy is using such unprofessional employees who blatantly lie about customers (and then contradict themselves in their report), fail to show up to appointments, and arrive unprepared without the required camera and without the proper color pen to hide some of the scratches.

Our couch still has scratches on it and now has a few with the wrong color pen marks on it from the service technician. I will never buy from La-Z-Boy again. This has been a horrific ordeal.

I called La-Z-Boy store again and was advised, "Nothing we can do, sorry." I was discouraged, and gave up, until some months later when it was apparent that the problem was worsening significantly. No luck with La-Z-Boy store. Personal problems (job loss, breakup of long-term relationship and depression) kept me dealing with the issue for nearly another year, during which, of course, the problem worsened.

I decided to at least attack the thing full force. I contacted many individuals, culminating in a kind sales rep agreeing that my claim was not "crazy" and promising to take the issue to his general manager (Mike **). I wrote an 800-word letter explaining the symptoms and sequence of events. After two weeks, I heard back from them. A StainSafe regional rep would talk to me! Unfortunately, he denied my claim on several different counts. As I tried to reasonably rebut one point, he would simply move to the next. I did, in fact, successfully rebut or cast doubt on nearly all of his points with the exception of one--report the claim in 10 days or we deny it, whatever it is.

I tried to call La-Z-Boy corporate, but they told me that whatever warranty a franchise sells me is not their problem. Discouraged again, but after about three to four more months, I took up the torch once again--since my warranty is good for five years and I'm nearing four years now. I decided to try threatening BBB and possibly legal action if I didn't get a direct response from the La-Z-Boy GM, Mike **.

During a discussion with him (purely email-based), he has claimed that if only I had made contact with him or his team in 2008, they could have handled and even repaired the issue. I have phone records indicating I did call his store in 2008 (a few times). Also, the 800-word letter I wrote was to go to his attention. That was four months ago.

Now, this gentleman is claiming he's never heard of me until now and his company has no record of my attempts to contact them. I have multiple emails and replies from sales rep (four months ago) promising to take the issue in front of the general manager for me. I am currently debating my next response. I have asked repeatedly whether or not my particular type of wear is or isn't covered (once I discovered what it is) and I've received no answer. A leather repair professional recently told me that it's clearly a cracked finish, which is a materials/labor defect.

The following Thursday, she called and asked if I would like "most' of my furniture delivered. Apparently, the sectional was ready but the ottoman was not yet available for delivery. The sectional was delivered the next day, but no time frame was given for the delivery of the ottoman. After 2 more weeks, I called and spoke with another sales rep as my sales rep was off that day. He told me that he was new and was unfamiliar with the computer, so he would have to leave a message for the original salesperson.

At that point, I asked for the manager. After all, if it was only his inexperience that was preventing me from having an answer, surely the manager would be able to work the computer. The manager did not seem happy to be called to speak to me, a customer. After once again explaining the situation in detail, he told me that he didn't have any idea where the ottoman was, but he was sure it would be here soon. I told him that I found it hard to believe that he could conduct business on such a large scale when he had no way of communicating with the factory, warehouse, etc.

In addition, I filled him in on the fact that my original saleslady had somehow been able to call the factory and get information about the delivery of the sectional. At this point, he developed an exasperated tone and told me that he guessed he could call the factory, but of course he didn't know when he would be able to get back to me. I strongly urged him to get back to me as soon as possible. I have a strange feeling I won't be hearing back from him soon. If you are in the Huntsville area, please think twice before buying from La-Z-Boy. It seems that they are privately franchised, so I have no one to appeal to now that I have spoken to the surly manager. I spent well over $3,000 on the ottoman and sectional because I wanted a certain style and a certain fabric. Now, I wish I had just gone to another store and bought something less "custom."

I also called the central company customer service, asking if anything could be expedited - polite but completely unhelpful person referred me to her boss, and took my phone number so he could call me. Never a call. A technician came out and told us that likely, the sofa had been dropped - the mechanism was clearly bent underneath. Parts must be ordered - 2 more weeks wait. Boxes arrived, no instructions. I made another call to CS - they said I should have received a postcard with instructions as to how to make an appointment. Oh, that's why. Well, let's make an appointment (no explanation for the breakdown this time).

I made the appointment for today, October 10th. Yesterday, I should have received an automated phone call with a 2-hr timeframe for the visit. No call. And now, the customer service office that was open on Saturdays in September is no longer open on Saturdays, so I cannot find out when (or if) a repairman will be here today. I have lost several days' work sitting around waiting for resolution that just has not come. I can't say how different this experience has been from service I receive from other companies. I keep wanting to believe that this company cares about its customers, but the problems with simple communication are the worst I have ever seen. No resolution. Defective expensive sofa.

I made another mistake by picking up the chair at the store when it arrived from the factory, wrapped in a heavy layer of plastic. I should have unwrapped it and tested the chair before accepting it, loading it and taking it away. A few days later, when we really had a chance to sit in it for more than a minute or two, it was obvious that this new chair was a big problem. Another catch that was not pointed out - a full warranty is only available for 3-days from date of purchase, not date of delivery, which in a custom order, will take you 4-5 weeks minimum beyond this warranty, in any event, our new La-Z-Boy massage-recliner is so lightly stuffed that one is sitting in a virtual box with the front edge of the seat biting into your thighs.

The wall-away mechanism is very loosely designed, it rattles and shakes with the slightest movement, and has no decent position so that one can sit upright and wiggle a bit without the chair reclining on its own bit-by-bit. Also, there is no way to tighten the recliner so that one can sit in a partial reclined position - with movement or wiggle, the chair simply continues to recline to its fullest over about 15 minutes of your sit. Overall, the chair's framing is also not as solid as the chair tested in the store - our new chair's frame can be flexed side to side by any movement.

We had the seat and footrest section replaced by La-Z-Boy authorized technician (a free-lance repairman working for several brands), and even he, said the padding was crap, but that a new seat unit is usually much better since it is custom ordered and not off the assembly line - it wasn't, but a hair better. The chair already has a body imprint after only two months of use, and I have to put a 3-inch thick dense pillow in the seat to be moderately comfortable. You can place your little pinky on the back of the chair or arm and rattle the chair as it moves at least an inch each direction from side to side. The wall-away base also makes the chair about 2 inches lower to the floor, and coupled with the poor padding, makes the chair a bit low sitting and harder for a 6-foot adult to get up and out of. The only feature that is not disappointing is the massage system.

Further complaint to La-Z-Boy customer service has yielded the standard run of phone tag, "forwarded to corporate", "my supervisor will contact you", and "I am informed that your chair meets La-Z-Boy standards". We have little or no hope that they will do more of that delay and wait me out until I quit contacting them, but I yet do have the time to spare to plague them some more!

The odd thing is, our other two-year-old standard La-Z-Boy rocker-recliner is still comfortable, with thicker, more dense, and more resilient padding - no body imprint or "sitting in a wood box" complaint. Apparently, La-Z-Boy no longer cares about quality or customer satisfaction and likely thinks their huge market is a captured one. I will no longer even think about La-Z-Boy furniture and will strongly advise all friends, relatives and acquaintances not to purchase any La-Z-Boy product.

This purchase is a huge waste of money that no one should tolerate. Our budget for a replacement chair does not allow for any in the next year. Meanwhile, I have moved that new 10-motor massage wall-away La-Z-Boy recliner to the sun-porch and moved my 40-year-old Niagara Rolassage chair back into the living room (a moderately unsightly but sturdy old chair which is far more comfortable and still works well).

The problem is the fabric is a thin, light duty material not compatible with the stressful pattern design. A thick, heavy duty fabric material should have been recommended and required by La-Z-Boy. I was not advised, cautioned or warned on the selection of this fabric material. I am 62 years of age and this is my first purchase with La-Z-Boy. I am very, very disappointed in the La-Z-Boy product (sofa/sleeper) and service. I will never ever purchase a La-Z-Boy product again and I will never ever recommend them to anyone. The cost to repair one button is approximately $200 to $300. I predict the remaining 7 ornamental buttons will dislodge in the very, very near future, costing much more than the purchase price of the sofa/sleeper ($1,299.99). These problems should not be occurring due to the young age of the sofa/sleeper.

When next time the well rehearsed service man arrives, he tells us that all La-Z-Boy sofas have compacting problems. After he filed his report, we got a voice message from the service manager who claimed that the compacting and sagging were normal wear, was up to La-Z-Boy standards, so we shouldn't contact them any further because he was closing the file. Doesn't the consumer have the right to expect more than four months service from a sofa that cost over $2500? My wife has spinal problems and I have disintegrating disc disease, both of which require back support. However, because the sagging of the seat cause the lumber to sink below the support built into the back seat, no support is gained and backaches are the result.

In the middle of August, I finally received a call that the part was in. When the service technician looked at the broken spring, he said there was nothing he can do and he couldn't put the new part on, he would have to call customer service and notify them of the additional broken piece on the chair, also looked at the couch and took pictures. At this time, I have to prop my chair up against a wall just to sit in it.

In July, I sent a letter to La-Z-Boy headquarters customer service and received a letter back saying that it was an isolated case and there was nothing they could do, I needed to continue to work with the Authorized Furniture Repair. On August 10, 2009, I mailed a letter to the President, Kurt Darrow, with pictures of my broken furniture and still haven't received a response. I made a complaint with GE Money Bank and was told by them that my complaint didn't meet the criteria required for a dispute. Therefore, I had to pay for my furniture in full that I can't even use. I will never buy from La-Z-Boy again, and I will tell everyone to do the same.

This was not customer induced - it's a bad design and is ripping in the only spot that the couch is used (this is the side that I sit on). I called back on 8/31, and they referred it to their quality area and I'm still waiting. This is unacceptable. The design is obviously flawed - when I asked for a copy of the assessor's report I was told that it was confidential. This is not right.

This was financed with the company that they do business with and I have over $1,100 left to pay on a couch that's 4 months old, with a tear. I want this tear fixed at their expense. The brand name has always meant quality, but they've lost a good customer since they're obviously selling inferior products that they don't back up on their warranties!

Then there is the over-all quality. The material sewn in the back of the love seat is stretched so tight around the frame that you can see through it. Other material on the back of both pieces is merely held down by velcro and, for nearly $3000 is weighted down by strips of cheap card board. So, we contacted the store where we bought it - the one at Harvard Square near Cleveland, Ohio. They sent out one of their people who took photos of the material. He sent the photos to the factory who responded by saying, "This is normal wear and tear." The store is now contacting the District Manager, but I don't have a good feeling about this - small claims court seems to be in our future.

Come May, still no furniture, they don't know we lost our paperwork, called Michigan, they hide behind "it is a franchise we don't care, we don't have to" attitude, yet sold licensing rights to the Tolle Furniture Company. So I dispute on my Visa and Bank of America and Visa now say okay, then Tolle lies and has a delivery date and a forged signature to having it shipped to me on time, June 18th, and I get the couch because it is disputed on Visa, I take a check for the amount of the couch. Visa recharges me the $4,490. So I am out $6,600 and the couch they brought, half works, one side does not recline and it is uncomfortable, the pillow foam is broken down and looks 4 to 5 years old.

Had it since June 18, cant' believe Visa bought their lies. Then Tolle files bankruptcy, so I, in the meantime, bought 2 chairs and now I am being told I can have an in-store credit. I heard many seniors that bought recliners, were also taken advantage. La-Z-Boy in Michigan, the Corp says the owners stole the money and there is nothing they can do. They knew in December that customers were not getting their money and they kept saying not their fault, it is a franchise. What is the truth? Where is Washington State AG office?

I know have paid $4,490 on Visa, $2,100 by check and have 1 broken piece of furniture and I bought 2 other chairs. Worst purchase in my 50 years. I had banked at Seafirst, now BofA since 1961. I won't bank there any longer due to them not treating me fair. I submitted the paper work for the dispute in time and also that of the order they sided with a company going bankrupt the next month.

After waiting and waiting, I got in my car and drove to the store. Mr. ** was there and he tried to "explain" all this away and that he had just called my home and left me a message that the chairs would be delivered Thursday. No one asked me if that was a time I would be home and furthermore, I do not want to wait any longer for the chairs. He then started telling me that he would get the chairs to me today by 4PM. I had recommended to a friend this store and they purchased 2 chairs from the same man and they are having the same problem. Either they have the chairs or they don't. I told him if the chairs are not in my house at 4PM, the sale will be canceled. I don't need empty promises, I need chairs to sit on.

This is ridiculous. This is a $1000 piece I thought would last me as long as my Lane rocker recliner swivel base unit I had for 10 years! They will not exchange this piece of junk! I have to wait until major surgery is performed. I talked with their robotic customer relations and now I can see why these type of positions should be taken by automated answering machines.

By late afternoon, I had not heard from her and was getting the feeling I was getting the run around, so I drove down to the store. Monique was on the phone and avoided looking at me. I inquired about my order to a sales associate, she briefly got on the computer then told me it was too late in the day to look up the order and as it was a Friday afternoon, I would have to wait until the following week.

At this point I blew up, yelled at them for their terrible customer relations and stormed out. I called the following week only to get a message that said they were closed for inventory. Later, I find out that the stores are not run by La-Z-Boy but are franchises and that La-Z-Boy and the franchise owner are suing each other. I still have no idea if my order has even been sent in. I have an empty living room and no sofa. Am I out my $1900? If La-Z-Boy cared about their customers you would think they would try to contact us and try to explain what is going on! I am a reasonable person but enough is enough. All I have gotten from them is the run around! I want answers.

Eight weeks came and we called the associate on a Tuesday, who said she'd check the order status and call back that day. Thursday came and still no call, so I became irritated and called to speak to the manager, actually received his email. My parents, fiancé and I all emailed the manager. He responded the next day and basically said it's a 'special order item and could take 8 weeks and he was sorry we didn't receive a call. The order wasn't special, it's a couch and love seat they had on the floor. I saw three stores in Tampa with these.

I received a call a week later, now this is probably the last week of July, and the associate said the items were going to the shop Aug 10th and arrive on the 20th. She said she would call with more news as she received it. Today is the 19th of August and I called for the status. The associate said she's not even sure if the items were shipped and would call back. I spoke with her at 1 and at 5:30 when I got off work. I called and she was gone for the day. I spoke to a manager and actually started screaming obscenities and threatened to show up today shooting employees. The manager said he’d check status and call back.

I did receive 10% back in July, but I am not satisfied. I can't get a straight answer on what the delay is and the associate is a really irritating me. I plan to go in this weekend and say something to her directly. If I was informed on what was going on, I wouldn't be so upset. This store has no communication with its production center. I paid over $2k for 2 items and the couch hasn't even been put into production.

I called their corporate headquarters and explained I wanted to cancel the order and did not want to have to pay their $50.00 restocking fee for each item nor the fabric protector on the leather furniture. They are still unable to give me a straight answer as to where my furniture is. This feels like their next step is bankruptcy. If you have ordered from any store in Washington State you better hurry and get your down payments back through your credit card. If you paid cash, you're screwed! I cancelled my order, went to Macy's and in 8 days, I will have my furniture.

I have also been told that the previous owners were franchised from La-Z-Boy Corp. and that they are the ones at fault for my order taking so long. I was told that this new company is here to clean up the mess that they left behind and that they are honoring all of the orders left from the old owners. I am confident that I will receive my furniture and I will love it when I do get it. I understand that things happen and as long as they are willing to get me my furniture I am willing to wait a little while longer.

I once worked for a company that had this happen to them and it was very difficult for all involved to handle. Having had that experience helps me see that it is not the sales person's fault or this new company's fault. I have read some other reviews and they all put down the sales person but really, they just work for the company to feed their families and they have faith, I am sure, in this new company! So for the time being, I will too.

I was about to read it and the salesman said, "oh, you want to read it? Go ahead. All it is is a bunch of legal boilerplate designed to protect both the buyer and the seller". Since we had no problems with an earlier purchase several years earlier, I just signed the contract. I read the contract after this less than friendly salesman told me about that 16th week. There is absolutely no protection for the buyer no matter how long it takes to get your furniture. You agree not to dispute your credit card payment. You agree to pay 35% of the total cost of the purchase for a restocking fee if you decide to cancel your order. Down payments are not refundable unless you are willing to go to extraordinary lengths to prove that the store did something wrong. Now if you have a computer and you are thinking about buying a La-Z-Boy product either at the La-Z-Boy store in Middletown or at another furniture store, check out this site: consumeraffairs.com/furniture/lazboy.

On Wednesday, 7/29, many weeks after the 4/19 purchase, the salesman called saying we should get our furniture 7-10 business days after it arrives in his warehouse on 8/22. This will be 20 weeks after we bought it. I have since mailed a full documentation of this to the FTC because the La-Z-Boy complaints come from all the states and from the UK and Canada, to the NYS attorney general's office and to our own Orange county consumers protection agency. I will be posting a complaint to the BBB shortly. I also included a copy of the message he left on our phone regarding the Sept 2009 delivery. Unfortunately, we dumped our existing living room furniture at the landfill after his second misrepresentation of the time the furniture was to be delivered. Take the time to read the contract. Do not sign it if there is no protection against what has happened to me and other La-Z-Boy furniture purchasers.

They did leave the love seat for our use until such time the sofa arrives--makes the appearance of the living room look awful! I spoke to the store manager John and asked that he expedite the order. He tells me that they don't do that, there are orders "ahead" of ours that need to be done first. We ordered on 2/16--how can anyone be ahead of us?

A couple of days later, we talked with the salesperson, Laura. She is apologetic and offers a set of coffee/end tables for our trouble. My husband states he doesn't want it. He wants the order made priority so we can have it prior to a family reunion in July. She can't do that because there are "orders in front of ours!" She also told me we got the sofa for the price of the love seat, which I do not believe. On both my original receipt and the re-order, it has the same item number and I would think the item number equals the price.

On 07/04/09, we contacted the store manager for the status of the delivery. He told us our order was not even in the queue! On 07/27 or 07/28, we contacted the sales person (Laura) for the status but she did not return our calls. On 08/03/09, I called John for status. He told me the owner has lost his franchise and the corporation has taken over! Where is our furniture or money? He said they will know in a day or two what the corporation is going to do and he was going to have all the sales rep call all customers with pending orders to let them know what is going on. He never called back.

On 08/09/09, I called John for status. He knew nothing but that "the corporation will make this good as they have a reputation to uphold." There is a meeting on Tuesday with them and he will let me know as soon as he knows something. I said I want a call regardless. John indicated they don't call if they have no information to share. I told John that in my opinion, "no call" is an indication that they don't care about their customers.

I asked if we are going to just never get our furniture. He indicated he was confident it probably would be shipped soon because other orders were "in front of ours." I told him it was important for us to have it prior to the end of August for a big family gathering; he thought that to be possible but can't / won't confirm.

On 08/12/09, once again, no call back, no information and no furniture. They just don't care! They have our money, they have no incentive to produce and we are so frustrated. At this point, we would love a refund and move on. If the owner lost his franchise, I would say that's not good news and would bet we are not the only customer in need of help getting their order. I am beginning to believe we've lost our money. Do not buy from La-Z-Boy!

The next day, our salesman said the recliners were built and waiting to be shipped. After many phone calls to find out if they were at the store or at the warehouse, he said to call him the next day for more information and when I called the next day, they said he was let go because of the economic cutbacks but my chairs would be at the store the next day.

When we arrived at the store to pick them up (80 miles), they were supposed to be delivered, the chairs were not wrapped up and 1 had a tear separation in the back and stains on the other, so we refused to take them and the sales lady working there was very rude and started throwing the cart around, and I was told I needed to talk to the manager on Saturday, ( No word or update available for the sofa yet).

On Saturday morning, I called the store to talk to the manager and he was busy, and the lady said he would call me back right away. After 3 hours of waiting, I decided to drive to the store again to cancel this order and get my deposit back, and when I arrived at the store, I had to wait to talk to him because he was busy with other people who were complaining about their order and not getting it when they said. The salesman said they have a lot of mad people right now about the long delays with their orders. I ordered these items on 4/26/09, and as of today 8/8/09, still no word on the couch or getting a refund of the deposit, so I filed a dispute with my credit card company as the manager said he is unable to give refunds, (only corporate can do that) lots of run-around and I will never buy from Lazy Boy again.

Do not buy unless you have a long time to wait. Hopefully, I can get my deposit back and go buy some furniture from a company that has better customer service.

To break it down, I've been calling every week since mid-May and to date (8/4/09), I've been given the following excuses; they couldn't find my name in the system (so it was like I never purchased anything from them yet they had my money), it was my salesperson's days off (she has Mon and Tues off), they are now telling people more than 8 weeks, there was a problem with the wood and/or fabric and the ottoman was done and boxed and ready to be shipped but they wouldn't ship it until the sectional sofa was ready to be shipped.

The two latest excuses; the week before it was that the sectional sofa was done but sitting in a delivery truck in CA and that due to the recession that the truck not being "full", they couldn't ship it. Last week, the excuse was they were in contract negotiations with the trucking company and it would be at least two more weeks! It's been 14 weeks and I am still waiting. I can't get my salesperson to give me a straight answer. When she's out and I ask to speak to a manager, there is never one available. I am now going to report this to my Visa and possibly to King 5 News "Get Jesse".

When we were referred to a service that located a renovator near us, we discovered that the repair was all labor and would be around $200. This was to repair a wing that was separating because it was nailed (nailed!) to the seat back frame. I was shocked at the shoddy nature of the La-Z-Boy furniture construction. We purchased La-Z-Boy because we thought it was a reputable American-made brand. Needless to say, I'd never purchase another La-Z-Boy product again. Rather than spend money repairing a shoddy product, we'll throw away the recliner and purchase a better product.

RC Willy and La-Z-Boy did resolve these problems. However, now the love seat frame is sagging badly and the entire frame sways whenever anyone sits in it. The arm rests are becoming completely misshapen on the sofa. This furniture is only used the vast majority of the time by two adults, neither of whom are overweight. We do not rough house or run amok on our furniture. We have given up with the idea of complaining because to fix them, would be to replace them. We will just not buy any La-Z-Boy product again.

I waited about seven weeks and then, concerned that I have the other $1900 ready when the sofa arrived, I called to ask when it would be ready for delivery. I was told that due to lay-offs at the factory, my sofa would not be ready for another three months. I called M.A.C. (don't know his name) and he told me that the person who said that was a liar and that there was nothing wrong and not to worry. He said, "I told you it would be 10 to 12 weeks. It's normal for leather." He then said I could come to the store and he would show me on the computer that my sofa was in the queue and so I went there on my lunch and he showed me a list of orders. "See, it's in the factory computer," he said. I told him that all it meant was that they cashed my check. He told me that everything was fine and he should have more information for me in a couple of weeks. I waited and then I called and asked another store when my sofa would be done. They said July 20 and shipped sometime in early August.

I went back to the store and the salesman agreed to sell me something off the floor. I couldn't find anything and I finally told him I would wait until August first to get the furniture I really wanted but if it wasn't being made or finished, I would buy something off the floor. He agreed. I waited and I called again at the end of July to ask when my sofa would be done and the store employee looked it up online and said it would be done on August 27. I called again and they said it wasn't even in the queue.

I went back to the store today and I told him that since it still wasn't started, I wanted to buy off the floor and be done with it. He said that my furniture not being done was my problem. He said that the people who told me that it wasn't being made now were liars and that he never told me it would be done in eight weeks and that he never told my daughter six to eight weeks. He said he could prove that my sofa was being made. He brought up the factory website on his computer and showed me a date. July 27. He said "See, this tells me that it's in process." The heading on the date was "Original projected delivery date." I asked to see it again, as he had very quickly closed that window. I told him what the heading said and told him that it was meaningless to whether my sofa was being built or not. He closed all the windows and got up from the computer.

First, I couldn't contact the customer service in Dallas as the only person that answers the phone was off. I called Houston that day and was told the Dallas customer service rep was off that day and would be back in the next week. I called and did get her the next week. The lady was respectful, as she quoted me $100 to pick the chair up, $100 an hour to work on the chair and $100 to deliver the chair back to me. However, she was quick to let me know that the parts would be free if that was the problem with the chair.

I advised I was a handicap senior with no way to get the chair to them. She advised me that I had two choices, to get the chair to them or pay the pick up and delivery fee. I told her I would never buy another La-Z-boy and hung up. I inquired to various places and people, and came up with the name of a man who worked on chairs and had worked for several reputable furniture companies through the years. I contacted him, he came to look at the chair and told me he could fix it if I could obtain the parts.

I called customer service back, asking if they would sell me the parts if I found someone to work on the chair. They replied yes, but the chair would no longer be in parts lifetime warranty if I chose to do that. I asked for a parts list or diagram of the chair that the repairman could see and was told nothing like that existed. I then asked how I could get the name of the parts needed and was told that they couldn't sell me parts unless they had the exact name of the part.

I asked how I could find that out and they said the technicians would know if they could see the part or the chair. I asked if I could speak to a technician and was told they didn't take phone calls. So I am still without resolution and will never set foot in a La-Z-boy store again in my life, also advising others to do the same.

I waited a couple of years and thought I'd try again. I ordered a very expensive leather recliner with massage and heat functions. First, I waited twice as long as they told me I would have to (I think about 14 weeks). I made sure I discussed the warranty with them and was told they had a lifetime guarantee on the mechanical works. No problem, just call and they would come right out and fix it. Second, after having the chair for about 3 months, there was something poking me in the back.

When I called, they came out to inspect it and told me it was due to the massage feature and that it was just the norm. They would do nothing. So, until I had the chair recovered this year, I had to use a pillow in the back to even sit in it. The most recent slap in the face was when the footrest started slipping down when elevated. The sales clerk I spoke with told me this is normal wear and tear, just call and they would come right out. However, when I called, no problem, yes they had a lifetime guarantee. I just had to pay a $70 trip charge and on top of that, it includes a labor charge for the guy who comes out. And presto, they would fix my chair.

The service center told me this has always been their policy and he's sorry no one made it clear. Again, they would do nothing! So, I chose not to fix the chair, not because of the cost but because of the principle. Unfortunately, they are the largest source for recliners which I need desperately because of my back. But, trust me, never again! I'll look for another brand even it’s ugly!

As of today, I called them and told them that I will now not take the chair no matter where it is. I told them that I want my money back immediately. I also called my credit card company who is starting an investigation.

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

At first, it worked fine. But then a week later, the massage feature wasn't working properly. It would only stay on for a minute or so, then stops. The massage feature is designed to stay on for 30 minutes. The rep I spoke to said the problem was probably due to another mechanical part (possibly the motor is wearing down) and not the new hand wand we had just purchased, and that they were not able to get any parts at all for discontinued chairs. Even if he sends a repairman to the house, they would not be able to get any parts for this chair. I have searched the net in vain looking for aftermarket parts for this product and have not been successful.

I've even contacted the La-Z-Boy manufacturer in Michigan and was told they no longer have suppliers for these parts. It seems each part is made by another company. In our case, InSeat Solutions, LLC and Okin, whom I have also contacted. They were both unable to recommend a substitute manufacturer. My mother has become very fond of her chair and would love to continue using it. It's a shame that a mega corporation like La-Z-Boy doesn't take better care of its customers. If anyone knows where to find La-Z-Boy parts in the Phoenix area, please post.

Today, we visited a La-Z-Boy store to purchase a reclining chair for our living room. I had previously selected it for color, style, etc. and took my husband with me with every intention of buying it until this very pushy sales lady descended upon us. She constantly interrupted our conversation. She then said "Are you interested in fabric protection?" To which we both replied, "No thanks, we won't need that." She continued with her sales pitch, "Ah but you will let me tell you" I curtly asked her to refrain from the sales talk as we are not interested, clearly offending her.

We then tried to negotiate a 20% discount from the 15% offered with no success. Plus, we had to pay an additional $65 for delivery and no deal on the 2 matching pillows, which cost an astounding $120 + sales tax. "Deal or no deal?" as they say on the TV. Well, no deal as far as we were concerned. This sales lady was far too imposing and pushy for us Brits and was prepared to give nothing to achieve this sale. The store was empty, clearly the effect of the economic crisis and yet they were not looking to compromise with customers. It’s their loss. We bought elsewhere. It may only have been an approximate $1,000 sale but they only need a few disgruntled customers like us to make that add up to a lot of lost sales revenue.

Just a few days, before the guy came out, the footrest got stuck and would not let down. We waited without calling because we knew he was coming out to fix the other repair. He came out and fixed the other repair and also fixed the footrest. He showed us how to fix the footrest in case it happened again. This indicated to us it probably would happen again and it has. My husband had to flip the chair a few days ago and fix it. We called the main company about our complaints and they just told us they did not deal with those issues, they let the local stores deal with these problems.

Since then, now the mechanism in the recliner has broken and they had to order a new mechanism for it and are scheduled to come out next Friday and fix the chair. They told me the cost of the calls to come out to the home have now gone up to $50-$100, which I will be expected to pay when they come out next Friday. Come on, by now it is apparent this furniture we paid good money for is pure garbage!

We then wrote the Better Business Bureau, they contacted the store and they responded to the complaint by saying they had done everything correctly and said they felt they had gone above and beyond to help us. It is very obvious by now that we cannot expect much of a life out of this furniture. I am very angry about this and am disappointed that they don't seem to be concerned they are selling cheap furniture with a hefty price tag.

They said it would be there that Sunday. I stopped in the store, and it was not there. The salesman I originally dealt with was more concerned about if I had seen my old boyfriend, if I had talked to him, and if I moved back in with him than getting me my chair. He then said it would be at the store in 1 week. I showed up again, and no chair. The salesman said he would personally deliver the chair to my house, and I told him I didn't want him in my house and my dad would help me with the chair. The same salesman again wanted to know about what I was doing with my old boyfriend and said a few unwanted words to me, and I left. As I was leaving, I saw in the glass door he was standing there looking at me from head to toe as I walked out the door.

I then showed up 1 week later with my old boyfriend, and they still did not have the chair. Now, it has been 3 months since I purchased the chair. They said they were just trying to make money, and I said I already paid and I am trying to sit in a chair I don't have! I said I wanted my money back, and they said ok and gave me back my money.

My mother paid half, and I didn't have her credit card with me. So they told me to have her call them, and they would refund the money. My mother called, and they told her they cannot return her money, because she shouldn't have given me back my money since the chair was a special order. I then talked to the manager, and he said he would have the chair delivered on a certain day at a certain time and would take several hundred dollars off my bill.

The day came, and they did deliver. But after the chair was delivered, the manager then called and said I owed $200 more than what my receipt said. So he said he would give me a deal and took off $218. I should have disputed the credit card bill and wrote the BBB, though with some investigation, La-Z-Boy avoids those issues and doesn't take care of what they claim they stand behind. They lied over and over, and I wish I could have just gotten my money back.

I am not looking for monetary damages because of this incident. As a mother, I could not just let this go. I could easily see a baby using this to pull up on and all it would take is someone not paying attention and simultaneously putting the leg down and the baby losing their fingers or hand. This is honestly a serious danger. My daughter’s foot could have been pulverized or severed if the leg would have been pushed down with force. The recliner leg was only flipped down with a minimal amount of force and I can send pictures of the horrific damage. Thank you for your time.

It seems that this particular mechanism is no longer made on a regular basis. Worse yet, La-Z-Boy is unable to manufacture it until they get the parts from their vendor. While we can understand that sometimes a company has problems with their supply chain, all we are looking for is a date as to when we can expect the parts to be shipped. Will it be 4 days from now or 4 years? And La-Z-boy should have a furniture loaner program or something to help folks out when these extended periods arise.

This has been a very frustrating and eye-opening experience and I regret my La-Z-Boy purchase - it will not happen again.

There is not a lifetime warranty. They will send you the parts to fix it yourself. You get a schematic with thousands of parts and you get to choose what parts need replacing and then they will send them as they say: directly to your door!

Wow, so I get to take off the upholstery and figure out what to order, then rebuild the chair and reupholster it. Bogus. I have no chair and it is for all practical purposes junk and going to the dump. Do not purchase La-Z-Boy, their products are inferior and service is non-existent.

By week 11, I called out of habit. I spoke to the manager of the store, asking if they'd be willing to waive the delivery fee due to the delay. She agreed with the idea but apparently "does not have the authority to waive the fee" and that I'd need to talk to my salesperson. She in turn also told me she'd have to get it okayed. Who is higher than a store manager?

Here we are, week 12, and I finally got a call saying that my couch would be available for delivery soon. Not only was the delivery time incredibly inconvenient, but they were none too helpful in helping figure out a time that would actually accommodate me. So it looks like I'll need to take Tuesday off from work just so I can get my couch, because the next available delivery time is the 25th, 16 days after the one day they gave me as an option to deliver.

Among all this **, I tried to climb to the top to get some sort of validated answers, and even the "regional customer service manager" (whom I assume whose only job is to be courteous to customers with issues) failed to return my call in two days. I'm guessing his machine is flooded with complaints, as each La-Z-Boy complaint forum I've seen is full.

Bottom line is I loathe La-Z-Boy. I will never ever purchase another single item from them regardless of how small. I will never ever suggest them to a friend, colleague, co-worker, or enemy even. And as far as they are concerned, I will do everything in my power to deter people from using their services or lack there of. I hope this company feels the recession and has to file for bankruptcy. This company is terrible. And nobody seems to care, not even the brass.

There were only two wall hangers at the price I had paid. One was the right color but too large. The other was beige microfiber. I have to keep it covered with a sheet 24/7 as I have pets and would never order this color. As Bob was rewriting the sale, I noticed a 2mm diameter burn mark on the left arm. Bob said it would come off easily. His dock man could not remove it. I asked for a discount, after all it was a floor model and should have had an automatic discount even without the stain.

I ended up taking the chair out of desperation and frustration. I keep thinking I got gypped somehow. This chair has a permanent fabric defect in the shape of a hot ash burn and the feel of the same. At the end of the discussion with Bob, he said to call him on Wednesday and if the stain was still there, he would offer a 5% discount. I felt I had not choice but to accept it but once home I began to realize I bought a damaged floor display and my discount should have been much more. I don't have time to reorder and I feel like I was talked into settling for a defective floor model. I want another discount off and additional 20%.

The furniture is wobbly, loud and very uncomfortable. The service guy that took our recliner says that that is just how they are but he would do some adjusting. I called again today, May 29th, because the snuggle chair doesn't even seem to be attached on one side. They said there is a lifetime warranty but I have to pay someone to come out there. This is **. I called La-Z-Boy Corporate to complain and they said they only have record of the one repair and cannot help me out and that I still need to pay the stupid service fee. It makes me sick to make that payment every month and I hope they go out of business.

No one else should have to deal with this crap. In total, we will be paying over $3,000 and if the cushions/frames are going to give us this much headache in less than a year, we will be stuck with messed up cushions/frames in the future. So in a lifetime, I am out the $3,000 plus about $2,000 that I will have to keep paying out for a tech because you know they will be back to work on the worst quality furniture I have ever owned. It’s uncomfortable, wobbly, bad cushions and frankly, I think I can get better quality for over $3,000 somewhere else.

Three weeks went by and there was no call from anybody at La-Z-Boy so I called and the response was that corporate wanted to send someone to my house to dye the leather as the repair. I responded by stating this was not acceptable. We have been going back and forth now for over two months. The latest offer is they will replace the ottoman and will order arms for the couch and chair. This failure is on the welt cord and it will continue to fail and by replacing the arms, it may eliminate it there but it will show up some place else.

It still is very uncomfortable sitting next to the armrest and you can still feel the chunk of wood through the fabric. It looks terrible and I don't see this as a resolution. There are places in the couch where the fabric has not been stuffed, so it sags and looks terrible. Again, the repairman said he will be bringing more stuffing next time - which will be at least a month from now. The middle seat cushion of the couch sits back at least an inch and does not line up with the two side cushions. We have been told this cannot be resolved. I will never, ever buy another La-Z-Boy product - and I will tell all of my friends and family not to.

The next day, Becky called me back and informed me that La-Z-Boy would supply me with the material free of charge, the spring would be covered under warranty and I'd have to pay for the tech to come out, diagnose the problem, he'd order the part, and come back and install it (basically $200 if all went smooth). I told her this is a $1200 sofa, less than 3 years old and I can't sit on one half due to the loose wire inside and I can't recline on the other side due to the protruding wire and I thought I bought quality when I bought La-Z-Boy and it should last me more than 2-1/2 years. I asked to speak to her supervisor. She informed me she was "the top." I said, "So you have no supervisor? You own La-Z-Boy?" At which time she told me she would not give out her supervisor's name; I could file a complaint on the website.

My next call was to La-Z-Boy headquarters in Monroe, MI. There I was put through to Brenda ** who read my complaint online. Brenda very rudely informed me that La-Z -Boy would do no more, I had 2 weeks to decide to take or leave the offer. When I asked her if I shouldn't expect a $1200 sofa to hold up more than 2-1/2 years, she hung up on me.

I am currently weighing my options to pay the $200 repair bill or put the $200 towards a cheap foreign made sofa that will last more than 2-1/2 years. I am appalled that a customer service rep in any field would hang up on a customer. I read other stories about unsatisfied La-Z-Boy customers and discovered I am not the first person who has been hung up on by a customer service rep from La-Z-Boy. I thought I was buying a well-built dependable piece of furniture. I am totally disappointed in their product and absolutely disgusted with what they call customer service. I am afraid to deal with the La-Z-Boy techs from reading other complaints.

I went in to the store and they said to try Jig-A-Loo, so I did and nothing worked. So finally in December 2008, I got tired of this chair and sent an email to Sid. They came by and picked up the chair. They brought it back, and within 2 weeks, the chair squeaked again. I sent another email in January 2009; they came back, worked on it some more, and brought it back. Within a week I sent another email, the noise was getting worst! I sent another email in February and finally they ordered new parts. They installed in April and brought it back. The noise is somewhat okay but they forgot to fix the chair and now the recliner arm does not work. One would think that before bringing it back, they would ensure they tried everything to make sure it worked to perfection - nope.

Now the repair guy is coming again today. I asked from the beginning to get a new chair back and they said no. They brushed it off. Nothing they can do and nowhere can I bring this matter up. I called David **, the store manager who apparently does not return calls. He is not at the store very often, I was told. I am going to call again today and see if I can get him to listen to my complaint.

What a waste of time and money. Oh and by the way, I paid extra for scotch guard on the fabric. I never received the certificate in the mail, that is something that Crystal, an employee at the store had promised.

The current condition is repeating my original complaint. The seat feels like a wash board and pinches my butt and the chair squeaks when getting up or down, since the first time I spoke to Ed, store mgr. In the beginning, I told him I did not want a repaired chair. I want what I paid for, a new chair that works. Now today, Brian **, told me that this is it, no more discussion. His word was final. When I asked who his superior was, he refused. So far, everyone I dealt with was as helpful as they could be except Brian **. I feel that my request is not unreasonable.

We called David, the customer service person at the store and told him what the repairman said. He said the repairman told him nothing about what was wrong with the couch and we are not getting a new couch. We've made many calls to David and he did not return any of it. He decided to call back a month later. I asked him, "Why haven't you returned my calls?" and his reply was he was very busy. This is unacceptable. David then decided that he was going to at least give us a new cushion for the corner piece. We received a post card stating that the corner cushion was ordered and the estimated ship date was March 4, 2009. We waited until the beginning of April to call David and leave him a message. After a few days, David left a message stating that the cushion did not come in yet. We didn't hear from David again. On April 22nd, we called David and he said he left a message that the cushion was in. No message was ever left.

I told him that he did not leave a message that the cushion was in because if he did, I would have called back. David said, "I am not putting up with your attitude" and hung up the phone on us. We then called back and spoke to Larry, the store manager, and he defended David. We had a short conversation and he then hung up on us. We have never experienced such a lack of professionalism in our lives. After we were spoken to so rudely and hung up on twice, we called the corporate office in Michigan and spoke to a person by the name of Joann. Joann assured us that we would hear from her by Friday, April 24th. No call. On Friday, April 24th, a box was delivered to our home with a foam corner cushion, no upholstery on it. What are we supposed to do with the cushion? We waited until Wednesday, April 29th to call Joann. She said she tried to email David/Larry at the Middletown, NY store and had the wrong email address. Joann told us she would call back.

While waiting to hear back from Joann, we went online to Consumer Affairs and found over 160 complaints against La-Z-Boy. We were very surprised. We never even thought to look before purchasing anything from La-Z-Boy. We thought La-Z-Boy was a reputable company who stands behind their products. I guess not. We would really like full reimbursement for the sectional. It is the most uncomfortable couch and we don't feel that a brand new $3,000 couch should be repaired again and again. Thank you. We hope you could help us and look forward to hearing from you soon.

They are sending the service man out on Wednesday, but to be honest I just want my money back. This has been going on since January and after 2 sofas, obviously I don't have much faith in them. I do have pictures that show all the current faults! This company is a joke. How this got past inspection is beyond me! I would be happy to email you the pictures. I don't know if legally I can get a refund but I hope so. I am extremely concerned about the quality of which I paid over $1,500 for!

I had to buy a new recliner, obviously not a La-Z-Boy. The consequences for La-Z-Boy are greater. Rather than honoring their warranty, they will lose all my future business and the business of anyone I know. We're the prime customer base for their products. You can't blame a poor economy for customer service failures.

I contacted Frank ** on customer service, which is not easy since he rarely returns messages. The only way to contact him is to go directly through the operator, who by magic seems to get through right away. Well Frank sent over a technician who promptly said this is the way the chair is made and there was nothing that they can or would do. I then contacted Frank ** again and he ordered a new seat for the chair. When it was delivered and installed, it was no different than the one before it. Again, I was told by the installer that this was the way the chair was made and there was no way to make it comfortable.

It is now April 21st and the chair is sitting in my garage. Even after contacting my bank, I was told that La-Z-Boy is sticking to the fine print of saying this was a custom chair. I am now out over $1,300.00. La-Z-Boy's motto, "Comfort. It's what we do" is a lie. I am only sorry I didn't read other customer complaints before walking in the doors of La-Z-Boy. Thanks for listening.

The very next morning I called La-Z-Boy and told them about the problem, and they said that they would send someone out to look at it. Two days later, he arrived. The fabric technician came in and he told me that the shading on the couch was typical of the fabric. I told him that the shading was not a problem; it was the marks that wouldn't go away. He then told me that the couch should not be doing that. He then went out to his truck to get a nap brush and tried to fix it, but it did not work. He then said that he would report his findings and someone would get back to me.

When they did, they told me that his report stated that this was a characteristic of the fabric, which is not what he said to me. After a month of going back and fourth with their horrible customer service, taking pictures and sending them to them, and also dealing with the lowlife, I'll tell you what I am trained to say to every question that you have to ask sales manager, named Greg **. I still have gotten nowhere. So I think I am going to have to take matters to a new level.

I pledge to take a full page ad out in Newsday right next to their sales ad and describe to everyone what a lousy piece of furniture La-Z-Boy is producing and the nerve that they have to charge the prices that they do, and not back a single fiber on their products. I am a union electrician - we stand for quality! We are not happy until the customer is. I am not used to this type of ridiculous policy of no returns and we don't care about your problem once we have your money. I also have a cousin who is a corporate lawyer who they will be hearing from very shortly. I don't care if I spend everyday making them miserable. I will not stop until no one is walking through their showrooms.

In this economy, you would think that anyone buying anything would get their money's worth. This is not so. La-Z-Boy will regret their decision. I will make sure of that. The moral of the story? Do not purchase the overpriced garbage that La-Z-Boy call furniture! You are better off trying to make your own.

Apparently, the quality of the leather is very bad as they have replaced the pieces and getting the same result. The furniture shows wear in exactly 6 months time and looks like I have had the pieces 10-15 years. In a year and half, customer service had ignored my requests for a manager to speak with. La-Z-Boy displays the big corp attitude to never allow the customer to speak with a manager. I finally spoke to a manager today because again, third time waiting for a technician to take photos of the wear for review and La-Z-Boy goes to my original address after they have been out to my new home several times. Brenda ** was condescending in her tone, did not know of my case at all, even though I knew of her for years and was never allowed to speak to her until today because I just kept repeating myself over and over to get a manager on the phone.

I told La-Z-Boy that they will not inconvenience me any longer, be allowed to replace my seats for the third time and that I only would expect a full refund. They can come get their furniture. Now I waited and Brenda ** said it will take a week for the plant to review and she will call me back. This is another attempt of how La-Z-Boy tries to wear you down and you give up finally. I only feel stupid and taken that I spent $3,000 on furniture that wears like I bought furniture from. I don't even know who could be worse than La-Z-Boy! I never experienced low quality furniture and I have bought my prior set from Value City Furniture. I wish I would have saved my money or read these prior complaints and bought fake leather instead. Maybe it would have lasted longer. I know it would have.

I have also filed a complaint with the BBB and intend to further file a claim with the small claims court if La-Z-Boy does not refund me this time in full. I do not want another set from them or store credit. I never want to deal with them ever again.

The stuffing in the lumbar support area just went flat. The service department where we purchased it has replaced the stuffing 3 times and said he cannot do it anymore. The company sent a letter saying it met their specifications and they could do nothing. They said we could have an upholsterer work on it at our expense, but that would negate our warranty. This is a total ripoff, and they are selling sorry merchandise. Their warranty is a joke. It is a shame such a good company has gone to pot. Don't ever buy La-Z-Boy. Their company specifications must mean it has to be holding together when it leaves the store, but you are on your own after that. A product that doesn't hold up for over three weeks is lousy in anybody's book, unless you are in customer service at La-Z-Boy.

I called again and LA-Z-BOY stated they would have a technician call me to set up a date and time to come to my home. A technician Mark called and said he would be at my home on 12/19/2008, an all day appointment. I confirmed with Mark that he had my home and cell number. I waited all day on 12/19/2008 and Mark never called or showed up. I called the store and spoke with Greg ** and he said he would look into why the technician did not call or show up and get back to me on 12/22/2008 by 10:00am. Greg ** never called on 12/22/2008 so I called the store at 1:30pm and spoke with a different manager, Marie ***. I explained what was going on. Marie ** did not seem to care or have time to deal with the problem.

I asked Marie if LA-Z-Boy could just send me new furniture that was not defective and Marie stated that LA-Z-BOY does not take back any furniture no matter what. Marie said I would have to wait for another technician to come to my home. Another technician called and set up an appointment and did show up this time. The technician stated that he would have to take the furniture apart and take the covering off the furniture and cut the wood down, then cut the foam and re-drill new holes to fix the problem. I explained to the technician that I did not want brand new furniture taken apart and all this work done that the furniture was delivered this way. The technician left and LA-Z-BOY has refused to exchange this defective furniture. I called LA-Z-BOY half hour after delivery on 12/17/2008 that their sofa and love seat would not recline. And here it is 3 months later and I still can’t use this furniture.

They also helped me pick out the perfect color for the sectional. I thought that what I saw was what I got, but they were able to customize it to exactly what I wanted. I went back a week after I got the sectional to buy a recliner, so I got one of the push back ones, the no handle ones. When it came in, it had the wrong wood color, but when I mentioned it to the employees, they were very helpful and took care of it right away.

I have no idea what everybody else is complaining about. Everybody that I have talked to who bought from La-Z-Boy loved it. It sounds to me that all of these other complaints are probably from other furniture retailers trying to make La-Z-Boy look bad. Well, it didn't work on me and I'm glad that I gave them a try.

We filed this claim before Thanksgiving of 2008 and of course had to send the most recently torn side back so we went all through the holidays without a couch. This claim took approximately 6 months and many, many phone calls before we could get an answer. The final decision was made by the fabric department who hadn't seen the other shredded foot parts, and of course, the answer was no, our claim was not accepted. I can't believe that after 3 years of continual problems with this piece of furniture that La-Z-Boy did not appreciate our problem and make it better. It once again shatters my faith in the big Corp of this country. My beautiful new couch is now stored in a garage and is no good to anyone the way it is at 3 years old.

We are waiting 4 weeks for the part to come and that can be repaired...During this time, we have waited for the GST rebate to come, as we were told we would have to wait an additional 2 weeks because the only person that issued the cheques was on vacation and no one could issue the cheques....Everyone was very nice until the sale was made...People are screening our calls, there were messages left several times with no return calls from the GM, Store Manager, and Marissa, even though we were specifically told they would call us back.

I will never shop at another La-Z-Boy again...Anyone who asks me, I will definitely persuade them from buying at another La-Z-Boy...This is not customer service, this is a joke...When waiting for the rebate cheque and a $300 inconvenience cheque to be mailed, we said we did not want to shop in the store and could they place it on our account...They said no...Last Saturday, we were told a cheque was mailed from **, the store manager…It is Friday...We have called a minimum of 3 times daily with no return call from the store...There is still no cheque...This is customer service at its worst...I will never step foot in a La-Z-Boy store ever again.

I called the La-Z-Boy store where we made the purchase and was told they would get back to us in a couple days with a resolution. Of course, none came and I called again and was told that the $500 in gas was a gift and we were not out anything because we weren't going to get our gas vouchers and to just let it go. I think not!! I have since done some research and there are similar stories popping up everywhere about the same company in Florida and several retailers not being able to fulfill the promises and make good on the claims they put in their advertising.

It's unfortunate this happened, but any business person would have been trepedatious about this kind of scheme when the gas companies don't need to give anyone anything for free, and these kinds of sales promotions in the past have been scams, as I now know. I urge anyone with the same story to file a complaint with the Florida Attorney General's office, with your local state Attorney General's office and with the BBB and Department of Consumer Affairs for your state. Someone has to be liable for this as well as absorb the responsibility for deceptive advertising in order to make sales. We could have purchased this piece of furniture elsewhere for less, but only did so at our local La-Z-Boy store because of this promise made in their advertising.

After several polite calls to the store in Katy, Texas, I received a call, again from this Michelle, in corporate customer service, telling me to stop calling, and wasting my time... In short, this is a shabby, rip-off scenario that involves a company that did not stand behind the product... In this tough economic climate, if someone wants to have a similar experience, call this group, or go to a store that helps AFTER the sale... I am now sorry I didn’t heed the warnings I had gotten before we bought this stuff..

I purchased an additional warranty at the time of the chair purchase but they would not help me either because they do not cover manufacturing defects. So I got taken twice. I could have saved a lot of money by buying a cheap piece of furniture somewhere else and replaced it when I had a problem and I would have been happy knowing I got what I paid for. In this case, I did not get what I paid for from La-Z-Boy!

Within about a year, one side of the couch would not open no matter how you tugged on the handle/cable. So I was left with one side of the couch that only the leg rest opened. Six months later, I went to open the leg rest on the other end and noticed the material had about a one-inch rip where the handle sits against the cushion. If the leg rest area on this couch was opened on average of 3 times a week, I would say that would be a lot since there are lots of times I am not home. The couch and love seat have never seen abuse of any kind. I can't even take the cushion off to take it someplace to have it repaired as to how Lay-Z Boy has it attached. So like I stated, I have had this set for two years and both sides of the couch leg rest areas have problems.

I contacted Lay-Z-Boy and their response was, "We are the office of the manufacturer here in Monroe, Michigan. We provide a lifetime warranty on the parts only of the metal mechanism, wood frame and springs. The labor to replace the parts or make any repairs to the furniture is limited to 1 year from your date of delivery. Any pickup, delivery or in-home service fees are not the responsibility of La-Z-Boy Incorporated. Fabric and poly padding has a limited 1-year parts and labor warranty from your date of delivery. Your furniture is no longer covered under the 1-year labor, fabric or poly padding warranty. We apologize we are unable to assist you or make any adjustments on this matter. If you choose to have repairs made to the furniture, please contact either the store where your purchase was made or another authorized La-Z-Boy dealer in your area?"

It seems after reading the complaints on here and seeing people with similar problems that Lay-Z Boy is that, lazy; they don't care about their customers.

We had the same thing happen a few months later with a second La-Z-Boy and like a couple of knuckleheads, we did it again. That chair creaked and made cracking noises every time someone sat in it. The store replaced it. The new one was no better. They said that is just how they are made now. We continue to use the chairs but they are not very comfortable and are scary the way they crack and shift when we sit in them. They have much less padding than the chairs they used to make. We called with our concerns but when brought to their attention, they said that is just how they are. Once a year went by, they said they were over a year old so they are out of warranty.

I called today, 03/02/09, to use my protection plan. He said it’s no good and they would send someone over with a 2-hour window and they would have to charge me $60.00 to come out and look at it. That’s where I went crazy on him. I said I was going to call La-Z-Boy. He said, this is La-Z-Boy. I said, impossible because you can’t possibly be representing La-Z-Boy, you are incompetent, and hung up on him and got on the computer to find help and I found you.

We put $200.00 cash down on the chairs when we purchased them and the very next day I took the other $691.30 in cash (no check, no credit card, no financing agreement), cold hard cash. I don't like getting the run-around about things when I am paying in cash and picking up the merchandise myself. Just be honest with your customers. If it is in but not ready, just tell them, "yeah it is in, but we don't have it out of the boxes to inspect yet, but give us a few hours." That is understandable. But just blowing a customer off is not understandable.

Our salesman was very helpful and he was not pushy and we were very pleased with his service. But as for the chubbier salesman that was there, he sucked. I don't like being lied to. If the chairs wouldn't have already been ordered and we liked them, we probably would have taken our business elsewhere. I would recommend a La-Z-Boy to some of our friends, but not that store in particular. Thank You.

The recliner was the only one left in store but when delivered, the deliveryman stated that this one came from the warehouse brand new not from the store. Plus, they were going to give me a love seat that matched this couch. I said I did not order a love seat because I am a fair person. The recliner I bought was 2 1/2 inches off the floor. Karen put that on my ticket on 2/07/09.

I told him I was not very happy spending $550 on a chair only to have him come in to repair it. I could have gone to Thrift Store, bought an old chair and had it recovered for less. Whatever happened to Quality Control before a product leaves the warehouse? I called the store manager and she recommended we call the Service Department. She said she would try to help rectify the situation. Service Department Manager was very rude and told me the damage sounded cosmetic and that I shouldn't worry about it. She said they were not giving new replacement chairs at this time and would only replace a piece of the chair. She picked the part of the chair that was less damaged rather than the one I wanted replaced.

I told her I want a new chair, not a piece of the chair. Her idea was to send another repairman. I said, "No, I want a new chair, not a repaired chair." She told me she had to get back to work and there was nothing she could do. Bottom Line: Do not buy from La-Z-Boy... Salespersons in the store are very nice. Service Department people are rude, never call back and will never help you fix anything to your satisfaction. I thought La-Z-Boy Galleries had a great reputation... However, I was wrong.

I drove to the Niles, OH store and expressed my disappointment. The solution that was offered to me was that I must have been sitting in direct sunlight and that is the reason for fading, which is definitely not the case in my home. No answer for the stuffing not holding up. They offered to re-upholster the chair - at my expense. Needless to say, I walked out and would not recommend that anyone seriously invest in their furniture.

Christmas and New Year's passed and no furniture. I visited the store and talked to John and Richard about delivery of the furniture. Finally, the week of January 18, 2009, I received a call saying the furniture was in. On January 21, 2009, I went to the store to pay the balance. It was then I noticed charges for fabric protection of which I did not request and had those charges removed. I then paid the balance of $1173.96 and made arrangements to go to the Kent warehouse to pick up the furniture.

On January 24, 2008, I went to warehouse to pick up the furniture. Upon inspection, I told the warehouse person the recliner should have been in brown. I did not take the recliner; only the love seat is in my possession. I contacted John ** on January 24 while at the warehouse and told him of the issue. He said the recliner would have to be reordered and it would take another 6-8 weeks (the last order took 10 weeks). I asked if there was a way to expedite and John said no but he would check other stores to see if one is available.

I visited the store on January 26, 2009 to find out status. John could not find a recliner in the brown color and said he would have to reorder. I asked for documentation on the reorder and he said there was none as there is another process for this. On January 29, 2009, I again visited the store to get documentation on the reorder and the manager's phone number. I got only the manager's number as again John claimed no documentation is available. On January 30, 2009, I left 3 messages for Brian ** (manager) at 206.264.0052 with no return call and still no confirmation of a reorder.

Owner refused to pick it up unless we signed something saying we would accept store credit. For $2,000 in this economy, no way!!! After the way we were treated, the poor quality of the furniture, etc., we didn't want to deal with them anymore. He refused to come get the furniture and we had to contact our credit card company, the Better Business Bureau, and I am posting wherever I can about this horrible experience. I will not back down, I will get refunded as this is extremely unfair.

We have called the store at least 4 times, gone in person 2 times, and all we are told is that it is boxed according to the website. They say nothing can be done, even though the salesman said he would call the factory and ruffle some feathers. This he said on a Sunday, when we went in person and when I called him on Tuesday, he didn't remember the incident. When we asked where the chair was coming from, the lady didn't know.

It is now 10 1/2 weeks and my husband is getting worse by the day. Had we known the situation, we would have bought a lift recliner online, which promised a 2-week delivery and this was just before Christmas. When I asked for the location of the corporate office, she wouldn't tell me. I researched on the internet. We are frustrated and upset and are amazed that this company treats customers in this manner. We own two other regular Lazy Boy recliners and have been happy. We just want our lift recliner and want to regain trust again.

My question: what does it take to get action by Consumer Report - like getting this company investigated for false advertising, bait and switch, and general fraud? Obviously, this is a nationwide problem, although the yahoo who owns six or seven local stores is particularly odious.

I have not seen this lack of quality from furniture that I've previously purchased and expected a high quality from La-Z-Boy. Their customer service, both locally and at the corporate office, states that they cannot honor any warranty beyond one year. It appears that the issue with my sectional sofas is probably a manufacturing defect and should be recalled to ensure that it will be usable for many years. La-Z-Boy was unwilling to do anything. In my opinion, the quality of their product is poor and they do not stand by their product. I would not recommend purchasing from La-Z-Boy.

I have tried unsuccessfully to contact the store manager and I even went to another La-Z-Boy store, but they are independently owned. My last effort was to contact Trouble Shooter at the Ashbury Park Press. I figured if anyone can help they can. Well, they could not. That is how horrible La-Z-Boy is. They do not stand behind their product and it has taken me almost 2 years and I still have crummy chairs that tip and no one will sit in. That's $3000.00 wasted so now I am suing them in small claims court. Hopefully, this will resolve the problem and they will either refund or replace with better chairs.

However, due to sudden family illnesses, I was not able to return until today. The owner, Kim, refused to send the pillows back and initially stated it was because I had them for 3 weeks. I explained to her what had happened and she was aware the order was placed incorrectly; however, she was icy cold and still refused to make this right. I advised her I would not return to that store again. Individuals like this give reputable companies a very bad name as well as the loss of customers. La-Z-Boy corporate needs to take notice and do something positive!

I wrote La-z-Boy and expressed my dissatisfaction, using their website. They returned a reply that said the warranty is for one year. That's it. No, Sorry for the fact that you spent more than $1000 on our product that should have lasted 10 years. Just what felt like a brusque kiss-off. The couch is beginning to look like a second-hand store reject. In addition to having virtually no customer service on this, they offered nothing in the way of what I might be able to do on my own to try and fix this. Just the cyber-finger. I intend to tell everyone I can about the negative experience we've had with La-z-y Boy, and to never purchase another product from them. But this won't make our too-expensive purchase of their couch look like a quality piece of furniture.

Then a week or so later the lounge chairs had a sink hole and the technician claimed it was normal, but he would... let them know. Nothing has been done to date (several months later). This causes excruciating pain for those with spinal arthritis. It seems about time for a class action law suit against La-Z-Boy for selling inferior merchandise which is represented otherwise in their showrooms. They also claim all their furniture is guaranteed for LIFE! And will be repaired should any damage happen. This has yet to happen!

Due to my father's fall out of the lounge chair his walking ability has diminished. Preventing him from getting around. My mother suffers terribly whenever she wants to watch television due to the hole she sinks into every time she sit in the chair. When the sectional lounge was open I cut my leg on the metal mechanism just by passing! The metal is so thin...

When I called, Erin informed me that some of the fabrics they sell lose some fiber after being used and that they would have the serviceman who replaced the arms on the chair also shave the seat - that would solve the problem! The service man has come and gone and he only replaced the arms, saying he did not shave furniture. So I called the store again and this time Erin informed me that they do not shave furniture for free and it would cost $55 to have someone come out to do it for me. My point is: This is a minor problem, I know! But, they are selling fabric that is faulty! My chair looks awful - and I was guaranteed it would look like new for 5 years. It didn't look like new for 1 week! I am a very disgruntled customer - and won't shop there ever again... nor will my friends and family!

I immediately called (~9:15 pm) the service number to report the problems (we thought we may have received the damaged unit by mistake since there were so many issues). Problems included: broken pull out drawer on drop down unit, slats not put in properly for drawer operation, scratched wood on drawer due to incorrect bolt sizes used in manufacturing, bent brackets causing the units not to fit together properly, fabric on back of chaise unit did not cover the bottom of the frame, seat cushion/seams of drop down unit did not visually match the other modular units (uneven seams and construction).

Received a call on 10/2 from service apologizing for the problem and they scheduled a technician to come by that day. Technician came by and took pictures and agreed that we had multiple issues that needed addressed. On 10/3 I requested that the drop down units be replaced with a basic armless middle given the extensive problems and I was told no from his manager because my order was a custom order. Not sure how this is truly a custom order since I was only given 2 fabric samples to choose from when it was purchased. After this I waited ~4 weeks! I never received a phone call so I then called service to see what was going on. After phone tags, it was arranged for Wednesday 10/29 for technician to come out and fix the problems.

On 10/29 technician arrived and delivered the second drop down unit (that was damaged initially and missing from the 10/1 shipment) and we (the technician and I) found the same manufacturing problems with this drop down unit as with the one I already had (seat cushion/seams did not line up and did not look the same as other units). After approximately 20 minutes, the technician sadly reported that he did not have any of the proper parts to fix the the other reported problems. He was not sure why the proper parts were not ordered initially. He also found that the back of the chaise unit was in fact broken in addition to the fabric issue. He assured me that he would put a rush on this as I had waited long enough and this was not typical of La-Z-Boy manufacturing or service. I spoke with Kerry in service on a number of occasions immediately after the technician visit on 10/29 and he felt confident that these issues could be resolved before the Thanksgiving holiday.

On 11/19, I had not received any phone calls regarding a service date, so knowing that nothing would done before 11/27, I called the service dept to let them know I had reached the end of my rope and that I wanted the unit picked up and my money returned. On 11/20 I spoke with my sales rep, Bruce **, regarding my issues and my demands that I wanted my money back. He referred me to his manager, Bob **. I then went back to the store on that day to speak with Bob to ask that the unit be picked up and my money returned as I had completely reached the last of my patience. He said it was a service issue and there was nothing he could do. I was in total disbelief at the lack of responsiveness and responsibility of the store manager and left the store after placing a call to the service manager who was in a meeting.

On that same day, I then called and requested from the service manager, Roger **, that the unit be picked up and my money returned. He was very cordial and asked if there was anything else he could do to keep my business instead of issuing us a store credit. I told him that if the unit is picked up, that I do not want a store credit as I had completely lost faith in his company and would never do business there again. I said if he could get the units fixed immediately (my expectations were the first week of December) that I would be willing to accept a refund of 20% of the purchase price be given for these continued and unacceptable problems. He agreed to 20% off my sales price with the promise that the units be fixed as quickly as possible during this busy time. He did not supply a date and was still unsure as to the status of the parts.

I expected a call on 12/1 and did not receive it. I then called both service and the store manager again on 12/1 to demand that the issues be resolved by 12/11 or that I would be seeking legal counsel/small claims. On 12/2, the service manager said he had all the parts and arranged for the technician to now come out and take my 2 drop down units out of my house so that he could manually manipulate the upholstery on the seat cushions to get them right. Technician came on 12/3 and took the units. I now have 4 out of my 6 pieces and I do not have proper seating room now for friends and family. The pieces are not latched together properly and could present a danger if they should tip over. A date of return for these pieces was not provided. I am now waiting to see what happens. I have since filed a complaint with the BBB, notified our local news investigative team, disputed the charges on both credit cards (VISA and finance company) and am filing this complaint with your organization.

I am in complete disbelief at the lack of quality product that is partially in my home and the lack of responsibility of the store manager to step up and take the unit back and deliver a new unit or an alternative given the money that was spent. He has twice now (11/20 and 12/2) said it is policy and that service must deal with it. I completely disagree - this is a manufacturing/store issue. I was not delivered the complete unit and what was delivered was defective/damaged. I believe I have been extremely patient and have in good faith tried to resolve this issue. I am now 2 months from the original date of delivery and nothing is resolved. I could have received a completely new unit in this time if the store manager would have accepted responsibility for a poor quality product and followed their own sales policy that they guarantee my complete satisfaction.

The last time resulted in an injury to her trying to get out of the chair. I was fed up, called the manager at Riley's. He explained they were under contract with La-Z-Boy to do the repair. I talked him in to giving her another model (which was actually a floor model, no choice in color, no heat and slightly used, but we thought at least it will work). This was around June of this year. The controller has been replaced once and is now out again. Every time it needs replacement, she is without her lift chair approx. 2 weeks. I have contacted La-Z-Boy without any resolution. They reiterate the fact that Riley's provides repair, but I feel La-Z-Boy should hold some responsibility for the obviously defective controller. We even contacted a local newsman who odes consumer complaints. He advised we try to work with the distributor.

When delivery was attempted approx. 5-6 weeks later, the delivery men called me out to the truck and unloaded the corner piece of the sectional which was a completely different color. The salesperson came out too to make sure the delivery was ok and to help place the furniture. She tried to get me to keep the piece which was the wrong color until they would make a new one.

I would NOT accept that piece. I did, however, say I would take the others. Then the fun began because when the delivery men saw the entrance where the furniture was going through they said it would not fit. They wanted to take out my new picture window at which time I said no way. They then helped my husband take the storm door and inside door off. They did get everything in when they removed the feet on the bottom of the sofa and loveseat.

However, we were told the corner piece did not have removable feet. The feet are molded to the chair. In the meantime, within a couple of days we noticed defects in the workmanship in the pillows, arms and one back pillow to the sofa and loveseat. We had their guy come out. He took pictures (20 of them) showing the things that we thought were not correct. He also pointed out a couple himself that we didn't notice. However, last night I received a call from the Manager at the store, we made the purchases and he told me that Lazyboy feels the furniture was made to spec and that they would not do anything for us.

I asked him what about the corner piece we are still waiting for. He didn't or he acted like he did not know anything about that. But he would look into it, but he would be out of the office the next couple of days. How convenient!!! I told him we were going to take them to court. PS---They measure the door, the room, etc. and made a drawing, but still did not get it right!!! DO NOT BUY LAZYBOY!!!

About 12 weeks later, we got a call requesting the remainder of the balance to be paid before the chairs could be delivered. Once again we ignored the warning bells, realizing we were purchasing chairs we had never seen. The chairs were delivered. The special order fabric was not of the same quality as the swatch we saw at the store. The construction was incredibly flimsy. The worst part of it is, the chair is extremely unstable, and any shift of weight or movement results in annoyingly loud creaking noises.

After sitting in these chairs for about two weeks, the instability and noise got worse and worse. I can imagine what it will sound like in a year if the things don't fall apart before then. A serviceman came to inspect the chairs. We were told what we were experiencing was perfectly normal and there was nothing wrong with the chairs. Part of the reason the chairs were so unstable is because they were sitting on carpeting. We moved a chair to a tiled floor for the serviceman and the chairs wiggled and creaked just as bad. The serviceman had nothing to say. We asked if the chairs could have the regular reclining system installed to replace the Wall-away feature. The serviceman insisted there was nothing wrong with what we had. He was reluctant to leave us any paperwork to substantiate our claim. After pressuring him we were able to take a copy of the blank service ticket.

After reading about the large amount of problems and claims consumers have had with La-Z-Boy, we seriously doubt if anything will come of our dissatisfaction. What we intend to do is spread the news regarding our terrible experience to everyone we know and ask them to do the same. We will never shop at La-Z-Boy again. With the poor quality of their products, disgusting sales tactics and a warranty that means nothing, it is a wonder that they continue to be in business. We would have been better off going to a discount Value City furniture store to find furniture superior to the 2 chairs we paid almost $1,800 for. Anyone out there shopping for furniture AVOID LA-Z-BOY!!!!!!

In short, we ordered a chaise lounge... they delivered the wrong configured piece. We ordered a chair and a half with a matching ottoman/table... The table arrived scratched and the design of the piece will only continue to scratch the table top if the ottoman is used as an ottoman (it can only be used as a table). And... we ordered a sectional that still is not assembled correctly. They've ordered additional pieces, we have had service out on no less than SIX occasions. It won't stay connected together, and the recliner is cock-eyed. I have been asking for the last month (and 2+ service calls) to have the piece replaced. In total, La-Z-Boy has had our money since MARCH and we still do not have satisfactory furniture.

On no less than FOUR occasions, we have called service; their phones don't work. We call the store, they forward us to service, and the phones don't work. We call the store, they send an email to service asking them to call us, and they do not. We talk to the manager, she says she will get back to us... and she does not. From a customer service standpoint, I absolutely see problems in La-Z-Boy at every level... a DESIGN SERVICE that chose a configured sectional that was not functional; a SALES person that ordered incorrect furniture; a SERVICE department that not only does not answer their phone, but fail in their ability to service a problem; a STORE MANAGER then lacks the accountability to intervene and make a solution happen in a timely manner. We have heard from each of the above how another department in La-ZBoy is not doing their work, and subsequently not *their* department fault for our issues. Honestly, I thought we bought furniture from one company, not a bunch of dysfunctional departments.

At 10 AM that day, I called the store only to learn that my salesperson had been fired because she didn't get along with the other staff members, a fact that was none of my business and of no concern to me. When I finally got through to the manager, Richard, (he is seldom at the store and doesn't return phone calls) he told me that I would have to return to the store to select the leg color in person so that he was certain to order the correct legs. As it turned out, the legs were not in stock and I was told I would have to wait another four weeks. Richard promised to call me to let me know when the legs were received. He never did. When I finally reached Richard a second time, he told me that the legs had come in and that he would have them changed out and schedule a second delivery. No one ever called me. I had to chase them every step of the way.

The second delivery attempt was made on October 3. To my disbelief, the original legs were still on the chair. Once again, I refused the delivery. Due to their apparent incompetence thus far, I feared that that if I did accept the chair, LaZboy would never rectify the problem. When I finally reached Richard, his opening comment to me was, "I don't know what's happening," to which I replied, "Apparently not." He responded, "Don't be mean to me. I don't deserve that." In the interim, I had already left two voicemail messages for the Vice President, Mike Rowley, at Corporate Headquarters (949)553-6700. He never had the decency or courtesy to return either of my calls.

It is interesting to note that LaZboy's Agoura Hills neighbors, Reed Furniture and Bassett Furniture, have both recently gone out of business and closed their stores. In our current economy, where people don't NEED furniture to survive or tend to have $1000 to spend on a chair, I would think that a company such as LaZboy would be especially diligent with their customer service efforts. I found them to be incompetent and exasperatingly uncommunicative. I demanded, and negotiated, a 30% refund but this, too, took a dozen or more phone calls to achieve.

Aaron called said the upholsterer was done, they're bringing it back. Great I thought that was fast. Aaron told my husband everything was replaced and they put extra stitching in it so when I got home I check it and they didn't replace the zipper. They stitched it closed all the way down with whip stitches. Shocked at being lied to I called and talked to the manager, **. I told him the story and was very calm about it and he laughed at me and called me a liar that Aaron never told me or my husband that he replaced it. I was upset about that and asked to talk to someone higher than him. He then asked if I wanted his mother's phone number.

I told him Yes if that would help. He again laughed at me. I asked him why he was laughing and he said, "I don't know what you want, I had it fixed." I told him they did a patch job and it wasn't fixed. He again laughed and said yes it was. I told him that if the whip stitch was removed that the zipper would split again so how was that fixing it? He asked if I was a psychic that I could tell the future. Being extremely upset and feeling my blood pressure rise at unsafe levels, I again asked to speak with someone else and he said I could call corporate and I could get the number myself. I hung up on him.

10 min. went by and I called the office again and talked to the receptionist and she told me that ** is the owner!!!!!! But to get on the internet and to look for the number, She apologized for her boss. About 1 hour after that, Aaron the tech called and Said yes he did lie about the zipper and he was deeply sorry for it that, it was a personal choice to lie about the zipper. He said he took the cushion to the upholsterers and he didn't find anything wrong with it. So Aaron said he did the whip stitch himself. Well that was another lie I caught him in because the cushions aren't removable! He said He talked to his boss and that he would come over and remove the stitching. I told him then the zipper would bust out again and he tried to tell me no it wouldn't. I finally told him I would call him back and hung up. I am very upset over this. I contacted La-Z-Boy corp. and filed a complaint. They said they'd do an investigation... so who knows. Very disappointed.

Three different times a repair guy came out and each time he made it worse than the time before. I called and complained over and over and now they requested that I take photos and email them. I followed their instructions and never heard back. Again, I called and they agreed there was a problem and would get back to me. Well, needless to say, I had to keep calling and after several months a supervisor called and offered to send us a credit of $195.00. I asked for a replacement, but she (Joe) said she could only offer the money, not a replacement.

I told her okay and she said we would receive a check within 10 days. Yea, right! After several weeks I called back and was told JOE was out sick and there was nothing in the notes offering us the $195.00. They did say that they would offer me $100.00. I told them that they lied to me and all I really wanted was a replacement sofa. Finally, they agreed and it was delivered today.... Guess what? The same cushion on the new sofa is also 1 1/2 shorter than the other two cushions. The delivery guy said he sees this all the time and people complain about it, but La-Z-Boy never resolves the problem. He also said that on the delivery prior to our delivery, they had the same problem. I would like to know what idiot inspects this when it is put together. Is it made in China? Why would La-Z-Boy ignore an ongoing production problem?

When I complained to Customer Care, they had photos taken and when they recieved them, the representative told me that she thought the chairs looked absolutely awful and that so did her supervisor. However, the company would not rectify the problem and I was told that the leather depends on what part of the cowhide it comes from.

2 expensive chairs that look like they came from an outlet.

We called within a few minutes of being home and told Marie the other sales Rep. She was very nice and told me to bring it back tomorrow! So I did and that was the Thursday the 4th of Sept, 08. the manager , Chris, told me The money would be to me in 10 days. Keep in mind they already had my money from automatic withdrawl. So I waited and waited and keep getting the run around and no check in the mail ! No one seems to help us find it! We have talked to several employers there, Lynn, who sold us the chair. said she is ashamed of the situation and says I should get the money in Oct.

I am very dissappointed in this company who for years we have had there furniture (recliners) and always had good service and now this! They have no right to keep our money and they no it! And then to sell an old chair to us that was used for the reg. price after they said it was going to be new! We will never buy from them again or recommend them to anyone. We are good honest people who deserve our money back.

I was very patient and waited the 10 days the manager Chris told me the first day. He lied to us! 10 days would have been from Sept.4,08 returned chair and (Chris the manager ) told me to Sept.18 ,08 we have to wait 10 working days we would have our check in our hands! Today is Sept. 26,08 and I called again and they said now Oct 3 ,08!

We were told that we would have a refund for our inconvenience and after we said we did not want the r-r, were told that we would get a refund for that. We have seen no refunds, the group or person that owns the franchise cannot be reached and the people not only were nasty, they refused to take our calls or hung up on us. When they refused our call from our home, I called them on my cellphone and they answered immediately.

Brian, the man who sold us the furniture is the only one with whom we have had contact and he has given us only promises, sounding apologetic, but thus far, no refunds. As of today,9-20-08, at approximately 1:20, I told him to cancel the order and we wanted our money back, and would contact one of the local TV stations about the matter. His comment was to ...do what you have to do...

So far we are out almost $2,000 and have had the stress of dealing with an outfit that cares neither for the customer nor the quality of the furniture. We cannot believe anyone would try to deliver damaged goods.

can not use the love seat

I called corparate and they said the stores are franchised so I called the Vice President of the store and they said they would look into it. That means nothing will be done The good news for me is I never purchased so the aggravation stops now

Couch & Loveseat stinks like old material. mattress would fit a camel just great..UGH

I toook them to small claims court. I paid $2,600.00 for the 2 pieces which included a stain resistant treatment. La-Z-Boy did not show up for the court date even though they were served. I took pictures, had an expert witness and I won the case. After a week the nmanager from the store called me and asked me what I wanted, I said another set made right. Upon delivery of the 2nd set, it had some of the same problems but by then we just decided to keep it...what a mistake. By the time this all played out it was 2004 and now in 2008 the fabric has worn on both pieces like it was 20 years old. It's frayed and the plastic around the stuffed cushions is disintegrating.

We've had cheaper furniture that lasted 10-15 years and this so called high quality La-Z-Boy furniture lasted 4-5 years. We're so embarassed about the premature wear we have to cover it with blankets. THEY'RE QUALITY IS TERRIBLE AND THE STORE MANAGER [DIDN'T] MAKE IT RIGHT UNLESS YOU TAKE THEM TO COURT.

The economic damage is in buying a so called quality set and having it only last 4-5 years, it's going to the curb soon. The physical damage is more mental for being so stupid. When I won in small claims court I should have asked for my money back, esecially after the run-around I received when the first set had so many obvious defects.

Economically, I didnot get in value, what I paid for, and the furniture depreciated more than it should have, for its age.

We paid over $1000.00. We chose not to attempt exercising the warranty, but instaed vowed to never purchase another LaZBoy product for our lifetime. When we sold our home in 2006, the chair was tossed into the garbage. This kind of poor quality is shameful for America and will eventually sink the once good name of LaZBoy.

I said I wanted new upholstery. He told me that he didn't work for them and that from his experience I was out of luck. He took pictures and submitted them and said they would call me in 2 weeks. I don't now how many weeks and phone calls later (phone calls that were not returned) I finally got a call saying they submitted the pictures to the manufacturer. In the meantime, the chair is looking worse and worse. Finally heard 2 months later and they told me that the material is fine that is just how it wears. So I asked to speak to a supervisor and also asked why theirs sales personnel are not trained in the fabrics?

If that type of wear is typical, I should have been told because I would have NEVER selected it. The supervisor was just sorry there is nothing we can do. So I said I would be telling everyone I know about this and to stay away from La Z Boy and she said OK. I will never shop there again.

We paid $1000.00 extra to select our own pattern and basically threw our money away on a very inferior product. My husband has repeatedly lamented at least if we bought the floor model, we wouldn't have been ripped off as badly as we were. I feel guilty that I chose to invest extra money into furniture that is so utterly worthless! I thought La-z-boy was a name we could trust but we couldve spent 1/3 at Value City and our furniture probably wouldve held up better.

We have sofas in our basement that are more than twice as old and the fabric is still in perfect shape. (Unfortunately for us, they are too large for our current living room and we made a very bad decision by purchasing sofas from Woodbridge La-Z-Boy.) I have purchased La-z-boy recliners in the past and have never experienced a single problem.

Growing up, my family always purchased La-Z-boy recliners. I guess my prior positive experiences gave me false confidence in the La-z-boy name and value, but I am astounded by the deplorable products in my living room! I feel totally defrauded by La-z-boy. After sending repeated e-mails, I only received form letters as a response. I think that if a customer spends over three thousand dollars, a company should show some interest in her satisfaction. Then they actually has the nerve to add me to their e-mail list informing me of the big impending Labor Day sale. As if I would be that brainless!

We spent three grand + on furniture that has white exposed piping and rips in the fabric! (and this was on the upgraded version!)

I called the store back and Tony the manager told me it would be at least 5 days before I could have another set delivered. This was a Thursday and they wanted delivery on the following Tuesday.I told him I had a house full of company coming on Saturday and no furniture. Tony said that he couldn't do anything until Tuesday since that was when deliveries were in our area. I offered to rent a truck and go pick up a new set at their Houston, Texas warehouse and wanted them to pay for the truck rental and was told that was not possible.

On Friday, I was so fustrated with La-Z-boy that I went to our local LEATHER TODAY, found an awesome living room set and they had it in my home and set up inside of 2 hours. I have tried several time to get la-Z-boy to pick up their chair and ottoman, with no success. They have scheduled four appointments for pickup, three were no shows and one was a reschedule. The time lost from work waiting for them to pick up their furniture totals more than 10 hours not counting the day of delivery. I am so glad that I decided to return the furniture. The chair and ottoman, which has been in my home for about one (1) month, and not used much at all, is already showing signs of wear. The quality just isn't there.

By the way, the new furniture, purchased from LEATHER TODAY,is excellent and cost $2000.00 less than the inferior furniture from La-Z-Boy. I have since asked La-Z-boy to pay me for time lost waiting for them to pick up their chair and ottoman and of course they refused. They want to schedule another appointment for pick up. I wonder how much time a consumer must offer when the store has missed four appointments. Lost time from work waiting for their pickup service, approximately $500.00

I called on July 28 and the person I talked to said the system was down and she would call me back with a status. I haven't heard back from anyone yet. Although I read the negative reviews about Lazyboy online, I hoped to resolve this issue without resorting to contacting the Better Business Bureau and Consumer Protection Advocacy Agencies.

I have a $2800 couch that is virtually unusable and no resolution in sight. I went by the store yesterday and the clerk left a message for the store manager to call me today.

We phoned lazy boy again and they said they would order new arms for the chair. a month passed before they called again and said the arms were in. in the mean time just by placing our bodies in the chair we were hurt(Skinned arm, bruised arms etc) we took chair in for arm replacements. two weeks later they said it was ready. i went in and looked at it and said it was not fixed and that i was leaving it there and that i wanted something done about it. i even showed several people there (Warranty department-heather) she said that we should write a letter to headquarters. so we did.

a week after writting the letter we got a reply back that the frame was up to their standards and that we didn't know how to sit in a chair. so as it stands we will have to take the chair to an upholstey place to have it fixed. they said in their letter that they would not incur any costs to get it fixed and the matter was now closed. this was not a cheap chair and we are very dissapointed in lazyboy. we were willing to put out money for a good quality chair and now it seems we were just scammed.

we are either going to toss the chair which we payed $1300.00 for or have an upholstey shop fix, which could cost up to $300.00 to fix the new chair. as for physical damage. Bruises to our arms, skinned elbows and frustration at no one's want or desire to help, but to pass it on to someone else that will not be held accountable.

This has been going on since November 2007. I have left several e-mails to LazyBoy regarding the problem, I have spoken to the CEO's secretary many times and everyone tells me it is the chenille fabric. I have chenille fabric and it is not faded or two toned! Please help. To date, I still has the tags on the chair as well as having the chair with a sheet on it so that it would not get dirty. Here is the information regarding the chair: Dealer: 50855352 Ack/Line/Item: 709250376-039-001 Style: D882632 Purchase Order: LAZBO70921A Expect to SHip: 100807

I calleed your stoe were i purchased the couch & 2 end tables. I started calling in March, and continued thru April, May,June, and into July. Lazboy sent a man out to take picute & he felt it must be a flaw in the material also. I have talk to Teresa, Design consulant, were I bought the couch. I talk to Pam, Service Deptqsx, Marcie & Greta at the Service dept . I talk to Pam in May they want to wait for a response from the manufacture about the cover.

I have heard nothing yet. I called and talk to Teresa, I have talk to more people who I did not get the name. I was told that Babara the storee manager would call me this was the first of July she never called me. I have called every month since the discovery of the flaw and have had nothing done to help. I do not want this couch I have ask for Lazboy to take the couch and let me have another one or give my money back. I do not feel that I have been treated fairly, I have been totaly annoyed but I wasn't when they took a $1000.00 for the damaged couch.

I am on retirement I am a greatgrandmother, I have been showed no respect. If I had know that I would have been treated this way I would have never bought anything from your company. I was going to purchase 2 chair to go with the couch I am so glad I didn't. I am going to call channel 10, I do not think people who work hard for their money should be treated like this. Your store could send this couch back and let the company who made it worry about fixing it, but no I have to wait and not be able to have company in unless the couch is covered because I am ashamed of it. My family and friend said it looks terrible and I should not take this treatment. I am asking again come get the couch let me see if I can find another one in your store or give me back my money.

I waited several weeks at that time I was given a name and # of the so called warehouse manager only to be told by her that she had never seen my sofa yet. After speaking with her she called me back and said yes in fact she saw the stain and we reached an agreement to replace the fabric on the arm instead of the whole sofa. Now I got a call last week that it had been done (at this point over 4 months have passed).

When the sofa was delivered two days ago I inspected it to find that the arm had been replaced satisfactorily but that there was now a new stain on the opposite arm and one of the cushions had damage done to it that looked like it would be a rip in the near future. we told them yet again to take it back we are now waiting for people to get back to us but are at their mercy, not only was the sofa damaged but it was filthy and appeared that while it's sitting in this warehouse that people must be sitting on it during their lunch break. No one seems to care that we have paid for this and are getting no satisfaction.

We were met at the door by Patricia Stork who advised us to go to the back clerk and process our pick up. On the way through the store, my wife and I were surprised to to see the chair we had used a model for our purchase gone from the showroom floor. After processing our order we drove to the loading dock. A worker began to shove a recliner towards our truck. This recliner was dirty, the runners were scarred and in no way just came off the truck from the warehouse as did the other boxed furniture sitting on the dock. To our amazement it was the exact floor model we saw 2 days ealier.

I told the dock worker that was not my NEW chair from the warehouse. He agreed that it had not come off the truck but off the show room floor. He summoned Patrica Stork who insisted it was new and was just off the truck. I asked her to please provide the truck invoice to show me that it had just arrived, and she refused. I asked her to at least show me the box it had just came out of and she refused. I asked her to show me where she had even ordered it, again of course she refused. I told her I knew she was lying and wanted the NEW chair I had paid for. She became angry and stormed off. I went to the clerk who processed my order and asked for a refund and the corporate number.

While they decided on my refund I called Laz-Boy corporate from the store. I was advised a new chair would take 5 weeks as there were none in stock and non had been ordered and yes I could recieve a refund. Patrica Stork still refused to admit it was a dirty beat up floor model she tried to pawn off on us. We left the store and returned moments later to ask her when her manager would be in, again she refused to even speak and ran to the back of the store yelling GOOD DAY SIR!

I lost a days pay, and now who knows how long to recieve the refund on my card. We are just so dissapointed that someone would/could try to what is really steal from us and then lie to our face even when faced with over whelming evidence of that lie from her own company. I will never even consider Laz-Boy for ANY future purchases nor ever recommend them.

Lost days pay, 2 40 mile round trips, unknown time awaiting credit to my credit card from Laz-Boy.

Service agent took pictures with NO follow up from office. We contacted store and was told that the issue with fabric was NOT a recalled issue and nothing could be done. A two year old chair should not have product flaws ie.. raveling, worn look even on sides that don't touch your body. The issue with the parts that wasn't even addressed, I had to speak to that again. I escalated to the store Mgr to get involved, was told several weeks later that the parts were ordered. Several weeks later and still NO response or status. NO professionalism or real customer interest.

Each time I call,they treat you like your someone that they can speak down to. They only want to remind me that I'm outside of warranty period by 1 year concerning fabric. This is ridiculous!

I contacted Corp Lazboy customer svc dept and dealt with Joanne T. She stated she would look into it and get back to me... Again several weeks with NO response and then a letter shows up tonight restating what they say every time I call... Your outside the warranty period! I would NEVER purchase product from this company again. Would suggest that future clients think twice before doing business with this company! NO leadership, NO integrity, Not a business to do business with!

Corp and local store were the worst experience. Every time you speak with these people, you get a defensive attitude and NO interest on customer sat or trying to solve either of my issues. As of tonight, going on 3 months, I have NO idea when they are going to fix the broken parts. I need help! I work for a corp company and we don't do business this way. I would fire personal that work for me it they treated customers the way we have been treated. I'm looking for suggestions . I'm tempted to create a blog with meta data that Google would pick up on that causes potential customers to see the dissatisfaction that exist.

Real frustration and anger exists every time I look at this chair and think of the company we did business with. I have found that I'm experiencing stress that causes headaches. I sure would like to be involved in any legal remedies. This company causes unnecessary stress. Life can be stressful enough without this kind of business dealings. My wife and I have had arguments concerning this company and lack of professionalism, follow up. This company causes Stress and frankly driving us both crazy. I don't appreciate that I have NO options from this company.

I stand corrected I have sent the pictures to both customer care and the website contact, sadly they look at them can only say I should not sit in the middle. I have sent letters both to the CEO and the store managers, no reaction. I took the cushions to an unholsterer for a paid opinion, who commented in writing that there is a manufacturing defect in those pleats. I paid $2,300 for the sofa and the love seat, and I am disgusted with La-Z-Boys customer care.

I'm just disgusted with their attitude.

Still trying to get it fixed, but the furniture is across a lake without road access, so I am now trying to get stain myself from La-Z-Boy so I can fix my new furniture. Check your new furniture carefully, or use a manufacturer with better quality control.

Historical facts: Two weeks after delivery, when I first brought this to Tims attention, I did so in person and actually brought the couch back into the store. We both agreed that it had some shading discoloration; Tim had me contact Customer Service. Customer Service took pictures of the couch and later informed me that the manufacturer states that this is normal use when sitting on this type of fabric.? (phone message saved). If that is the case, then the sample swatches are absent of important, informational warnings! They should read: Foam dry-clean only. Fabric will show uneven shading with usage, so best to place the furniture in a darkened room and away from natural sunlight.?

I have continued to contact my Sales Rep. twice per week for the past five weekscontacting Tim either on the phone or in person at the Pleasanton store. I have communicated my desired resolve of this issue as well. Tim continues to exhibit poor customer service by not calling me with updates when he says he will; he promises a return call within 1-2 days, and 90% of the time, I have to call him back 3-4 days later. This lack of professional communication has only exasperated my frustration of the situation.

Due to the fact that I am so unhappy with my couch purchase, I have not even removed the tags from any of the three pieces. We have tried not to use the chair and loveseat so that they remain in good as new? condition and dont show the usage shading.

The LaZBoy sofa and recliner are sores in our living room. We cancelled our gatherings waiting action from Customer Service. The customer service never called after the picture taking. I wasted cash money but I had them removed from our living room. Don't pay cash or special/customized order from LaZBoy Furniture Galleries

When we came back to the Norfolk area we went to the store and they said they would send a customer service person out to look at them. After several days I e-mailed the headquarters and they referred my e-mail to the Service Dept. After a couple more e-mails finally a young man came out and took numerous pictures and said he could not believe the way the fabric was wearing.

We stressed to everyone that we would be leaving the area on the 23rd of June and would like to have this situation resolved. After more e-mails and a call to our local store they called today and said they were not going to do anything for us. There is no way we have done anything to cause this unusual wear. We are two 60+ people and there are no children or animals to tear things up.

We have taken the chairs out of our motor home and purchased something else for now but would love to see some kind of adjustment for these two chairs which we paid over $2000 for.

We were very pleased with the efforts of this store and Marie in particular to satisfy us. We had read all the complaints on this site prior to buying the recliners and advised the sales person we originally dealt with that we were aware of the problems the brand had been having. We also did not order special order fabric.

After 30 minutes of walking throughout the store, Rachid R, finally greeted us with "do you have any questions for me?". We mentioned that we were interested in a sofa, love seat and chair and inquired about custom upholstery. When asked where we could find fabric samples, he motioned and said, "Over there". So we proceeded to walk over to the fabrics alone and not accompanied by anyone from their store. To our surprise we continued to look through fabric samples with no interaction from the sales associates.

After approximately 15 minutes, Mr. R left the computer that was clearly in our sight and decided that "toysrus.com" was not as interesting as maybe selling to potential clients. Finally he had asked if we needed help. After a few more minutes of searching, we had decided what fabrics we were interested in. Unexpectedly, as we stood at the table waiting for Mr. R again. He was back on the computer "surfing" the Internet as we could clearly see him on Monster.com and Yahoo Mail. Frustrated, I interrupted him and asked him for pricing for the fabrics and sofas.

After another 10 minutes in the back room, Mr. R came back and handed my boyfriend the price sheet and did not utter a word. He simply walked away. We were shocked at his lack of communication and inappropriate behavior. We looked over the price sheet and had questions but Mr. R was nowhere to be found.

We managed to find another associate walking by and asked him to walk us through the sheet. It turned out that actual pricing did not match the displayed pricing even when choosing in the same grade fabric as displayed. The actual prices were much higher. The excuse was that the price of petroleum has increased furniture prices because of transportation costs and material costs. Being that we both are finance professionals, we understand economics. What we do not understand is why prices on the display floor do no match actual prices. Is this not a bait-and-switch tactic? They advertise one price on the display floor but the "substitute" product costs much more.

We were not just browsing but rather we were there to purchase. The end result was that we spent thousands of dollars the next day at one of your competitors down the road. The deciding factor was clearly the customer service, the attention, and the competent answers we received for our questions. Is not every customer that walks through your door a valuable customer and an opportunity for a long lasting relationship?

We have concluded that La-Z-boy is the "used car salesman" of the furniture industry. Your namesake is accurate in that you are "lazyboy". We were disappointed with the whole experience and would never recommend your stores. We wish we had recorded the visit to the Sterling store because writing about it does not truly portray the behavior we witnessed.

And after sending the same story to LaZBoy's Customer Service site and the manager at the Sterling store, we have yet to receive any response from them.

We sold our old couch and now have had nothing to sit on for 3 weeks. Plus, we have a deposit to Lazy Boy Furniture Gallery-they have our money and we have no couch.