OHIO -- We have bought La-Z-Boy (LZB) products since the '70s and always had pretty good (although expensive) warranty service from them, but that changed recently. We have a matching set of expensive LZB rocker-recliners we bought new from the "La-Z-Boy Showcase Shop" maybe ten years ago. The first couple of times we needed warranty work for the platform working loose or completely pulling apart, we were able to take the chair(s) into the warranty service department located on site in the back of the store.
Within a few days someone would look at the chair and call to give you an estimate of what your part of the work would cost. Only the parts are covered by their "lifetime warranty", not the labor, and that alone made it expensive to have them fixed the three times we had frame and platform issues, but at least they got fixed.
It was also nice that the service department was right in the store, so there was never a question of receipts since we were in their computer system as having purchased the chairs there, along with a record of any warranty work done in the past. Not once over the years did they ask to see receipts.
Then a few months after paying over $200 for labor on our last warranty claim where they had to replace the whole base platform of one of the chairs, one day with someone sitting in the chair it suddenly shifted on the platform and was rocking crooked and rubbing the platform. I looked underneath it and there was sawdust on the floor under the chair, and it was obvious the new platform the LZB service department had installed had worked loose and pulled the screws right out of the wood frame.
I called to get the chair scheduled back in to have redone the work for which they had already charged me over $200, and I was told their on site service department no longer existed. I asked how I was supposed to go about getting their faulty work redone and I was told first of all we would have to have receipts for the chairs and any work we had done previously.
I said we bought the chairs ten years before and we had never been asked for receipts since we were on file in their computer system, but the woman said that system no longer existed since LZB changed the way they do warranty work. She also informed me that if we had receipts, it would be $109 just for someone to come out and evaluate the chair. What? After paying over $200 for faulty warranty work you want me to pay another $109 just to have someone look at it again?
I was dumbfounded. You pay a premium for LZB items in the first place partly to cover their supposed "lifetime warranty", they hammer you with high labor charges anytime you actually need to hold them to that warranty, they do faulty work that doesn't hold together, then you find out they changed the system and cleared their computer records, suddenly rendering your "lifetime warranty" useless.
Even when they were still actually honoring the warranty and I was having to haul the chairs back to the store every few years for warranty work, I thought that between the high initial purchase price of their chairs and the labor charges they hit you with for any warranty work, it really wasn't worth it. It would be less expensive in the long run to buy non-LZB chairs at a lower price and save the $200+ plus labor charges for warranty work every 2-3 years. If and when the mechanism or frame fails, just toss it out and buy a new one. Bottom line, after being a LZB customer for 30 years, we won't be going back.
SAUGU, MASSACHUSETTS -- I recently purchased almost $10K in furniture from La-Z-Boy. In addition, I purchased additional care coverage through them. I worked with their in house design group to pick out all the furniture. The experience has been the worst I have experienced. I would have gotten better customer service from the discount furniture store and probably been able to furnish my entire home for I spent to furnish my living room and dining room.
I purchased a dining room table and 4 chairs along with 4 stools for a counter in my dining room. The table I was told would arrive within 4 weeks from when I ordered... it came more than 4 MONTHS after I placed the order and had scratches all over it. I told the guys that delivered it to make a note of this and they did and the customer care was supposed to send someone out... I set it up with letting me know when, when I called them back I had to leave a message letting them know that the time did not work for me and that I needed to have someone come on the weekends because I worked, I never heard back from them again.
Then recently, I was cleaning under the table... which I haven't had to do, since I really haven't used the table since I received it and noticed that one of the legs was about to fall off, when I went to look at it closer to see if I could push it in, the hole thing fell apart and the table fell on me. I contacted La-Z-Boy and they told me to send pictures and they would order another leg.
So when I went home that night, I took pictures and realized that another leg was doing the same thing and I told them when I sent the pictures that I had a second leg that had an issue. First she said that she ordered another leg, then she said it was their policy to come an look at the problem before they ordered a leg. I told her I wanted someone to come out right away as the other 2 legs looked like they were going to start splitting as well... she said she said I had to wait until I received the 2 legs before she would send someone... this is when I got confused, she told me she didn't order them, then she said she ordered them.
I got the 2 legs and called and made an appointment, they were to come on a Tuesday between 12 and 2. My parents were visiting so that was good... they were going to be home all day so I wouldn't have to take time off work... I was in meetings and when I got out, a message from the guy that said he was there and he was going to wait 20 minutes and if he didn't hear from me that I would have to reschedule... hear from me where.. he left no number and there is no way he was even at the house!!! I called 6 times that day to talk to a supervisor and was put on hold every time for over 15 minutes.
I called the store and left a message for the manager to call me. No one called me back. I finally spoke to someone who at first told me she was a supervisor, who proceeded to tell me that she was looking at an email from the 19th and that I was wrong and she was right and that the guy showed up and basically called me a liar! I told her that while my parents waited all day they noticed that every leg on all the chairs I purchased were loose, the stools were too high that their designers picked out and the connections on the sectional I bought were broken... she said she would address everything when the additional 2 legs they ordered that day arrived.
So now we went from ordering 1 leg, to ordering no legs, to ordering 2 legs, to now ordering 4 legs and she told me the guy was only coming out to observe, not install the 2 legs and that she would not have anyone come out until the other 2 legs came in. This is called their customer service, not one person knows what they are talking about, not one person cares what you are going through, not one person wants to help. She continued to tell me I was wrong and she was right and what she was going to do... not wanting to help to make things right.
She then told me that she was the voice of the CEO of La-Z-Boy... really, this is how the CEO of La-Z-Boy wants himself to be represented? I would encourage no one to purchase from a store that does not believe in customer satisfaction especially when it comes to a purchase that is to last you for years... my purchase has lasted me not even a year... less than 6 months and I can't get someone to help me at this company!!!!
TIMONIUM, MARYLAND -- Designer was awesome, professional and talented. I purchased a complete living room set that consisted of 2 high leg recliners, a 2 piece sofa, pillows, tables and 2 area rugs that she designed. I was told 6-8 weeks for delivery, which is also on the invoice. At 6 weeks called the store and was told everything was in except for one of the rugs and the tables. I asked when they would be in, and was told 3 more weeks. I called at 8 weeks to see if they came in and was told they would not be in until April 15, 2016. I asked if they could deliver the items they had and was told I had to talk to a manager.
I spoke with the Manager "Euliseas" and was told they could deliver the items however I would have to pay the entire invoice in full. I agreed to pay for the items that were going to be delivered but did not feel comfortable paying in full for the items that were not available yet. I had already paid a 50% deposit. He said the invoice needed to be a zero balance before they could do anything. I asked what would happen if I paid for the items and they did not come in again as agreed. He said they would give me a credit. I said if it is an invoice issue, I would pay the balance in full if he would immediately credit the amount for the table and rug, and when they came in I would pay for them.
What's the difference if they credit it now or a month from now?? He said that I would just have to wait for the entire order before they would deliver any of it. I told him to cancel the order and he said they could not cancel the order. I asked to speak with his boss and he said he doesn't have one. He said I could call customer care but they would just send me back to him. I said "Ok please give me the number" which he did and asked his name. He said "Euliseas". I asked for his last name and he said he does not give out his last name. I said "Thanks" and he said "You'll be talking to me again soon."
I called my credit card company and told them I wanted to dispute the deposit I made on the credit card which they reversed. Sad thing is that I really wanted the furniture. I invested 2 Saturdays with the designer making sure everything was what I wanted. Now I have to start all over. Don't waste your time!
RANCHO CORDOVA, CALIFORNIA -- Bought full living room ($7K+). Sales representative told us we were sitting on 'memory foam' chair, so we ordered accordingly. When delivered, the chairs had memory foam but obviously what we sat on in the showroom did not. We complained and it cost us 'hostage money' to have the chairs replaced to what we expected. Reason - custom order. During the escalation process we learned of other inaccurate statements/promises made to us. The irony, the couch, table and area rug were bought sight unseen and we loved. The chairs were the only products we tried at the store. Don't trust what they promise.
LEXINGTON, KENTUCKY -- We bought the Devon sectional from La-Z-Boy 12/03/2014. One of the recliners was delivered with the material on the arm twisted and wrinkled. I called and a repairman came out and almost completely recovered the recliner. Now 10 months later one recliner has a board broken in the back, the pieces won't stay together, the corner piece sits lower than the rest of the sectional (repairman said the wrong legs were put on it), and the cushions have almost completely flattened. I want a refund, but La-Z-Boy just repairs and won't refund my money.
We are senior citizens on a fixed income and bought La-Z-Boy because we valued the quality of their furniture. We have bought from them throughout 46 years of marriage. Our new furniture hasn't held up for 10 months and we expected it to hold up for many years. We paid $2500 for this sectional because we thought we were buying a well made long lasting sectional. We bought La-Z-Boy because we trusted their quality. SHAME ON YOU La-Z-Boy. Shame on you for letting your customers down. La-Z-Boy no longer builds quality furniture. Poor materials, poor quality - La-Z-Boy broke my trust.
MIDDLETOWN, NEW YORK -- We purchased our sleeper sofa two yrs ago along with the Ultra Shield Premium protection for 5 yrs. Purchase was a leather sofa to be placed in our guest room/husband's work room. As such, we rarely go into this room and guests have only used this sofa twice. We recently found a slight tear on one of the cushions. My husband was unsure if he placed one of his work/equipment bags on the sofa. So... I called La-Z-Boy about the tear and they referred me to Ultra Shield. I left at least 4 messages, 1 email and finally heard back, 4 days later (mind you, you are supposed to notify them within 5 days).
They then proceeded to tell me they denied coverage - mind you, coverage was for ALL tears, stains, etc. They stated because I did not witness the event they couldn't cover it. Wow! I then called and spoke to Dan, Mgr in Middletown, NY location. He also told me there was nothing he could do. Again, I was blown away.
This sofa costs $2,500. We purchased this as a leather sofa with the condition we would receive coverage for any mishap. I don't understand why the terms "any tear, or any stain" doesn't apply here. I am dismayed that La-Z-Boy with such a well-respected establishment could not provide adequate service. Customers should be made aware.
We have purchased furniture from different vendors and was never treated like this. I even purchased an entire dining room set from Goldenarea Furniture and had a mishap with a little puppy gnawing the legs of the chairs and table - and you know what - it was ALL covered, no questions asked and free. That's is a model you should abide by.
EL CAJON, CALIFORNIA -- I purchased a swivel glider chair 6 years ago. It has broken 4 times. Their warranty policy does not allow for me to take it to the store for repair. They send a repairman, at my cost, to fix it at my house. They now charge $107 for each repair trip. So if the repairman can't fix it that day, you are charged for another service call. I could have purchased a less expensive chair at another store every 2 years for what it costs to fix this chair (bolts keep breaking). I will not purchase another product from La-Z-Boy nor will I recommend this manufacturer to anyone.
KENNELS AW, GEORGIA -- I bought a power lift chair from La-Z-Boy lift chair in Kennesaw, GA. It was from the clearance center. I was told by the salesman that since it was new it would be covered by the same factory warranty. Well about a year later it quit working! I called the store I bought it from and was told I bought it as is since I no longer have the sales slip! As it stands now I have a nice coat rack in the basement. I cannot believe I paid over a thousand dollars for a coat rack (I guess I should have got in writing by the sales person). Lesson learned.
The La-Z-Boy my parents and grandparents once owned no longer exist. I only wanted my chair fixed as my health requires it. The La-Z-Boy company should be ashamed of the themselves. The phone calls and mistreatment of customer service is uncalled for.
MONROE, MICHIGAN -- The mechanism on both of my "wall-hugger" recliner/rockers, purchased in the late 70's is broken. A while back I went to the local La-Z-Boy store, and the person I spoke to, who's no longer working there, informed me that in California, 'lifetime' means 7 years. I was surprised to hear him say that, as it's in direct contradiction with what's written on my warranty.
Here are the exact words on the Warranty (paragraph 1, emphasis mine): "Lifetime Warranty on all parts of the patented metal mechanism applicable to all owners of this chair. 'Lifetime' means the useful life of the chair as determined by the user. La-Z-Boy Chair Company will, within 60 days of notice of a claim under this warranty, repair or at its option replace any of the above-mentioned parts".
It's important to note that paragraph 2 of the warranty talks about the 2 year warranty to the original owner on the wood frame with possession of the dated receipt. Clearly a receipt is not required for a claim under paragraph 1, otherwise it would have explicitly stated as it was in paragraph 2. Sometime in the mid-90's I had a problem with the chair and took it to a La-Z-Boy store. They too were amused over the warranty. Fortunately, they had a technician who was about to retire that was also a packrat and had the parts needed to fix the chair. Everyone left happy. Recently the chairs became recalcitrant again, so I contacted La-Z-Boy last spring.
Fast forward to 2011. When I contacted the La-Z-Boy factory CS agent, she insisted I needed the original receipt. However, the warranty clearly says "any owner" and "lifetime defined by the owner". They hadn't actually seen the warranty, so I sent them a copy. After seeing it, they promptly called me letting me know that they WOULD indeed fix both chairs. Nice! They sent a tech out, who took photographs, identified the parts, and tried to order them. A few weeks later I received a call saying the factory would send me the parts they had.
At some point later (prior to receiving the repair parts) I received a call from a different agent who said that "...our 'expert' looked at the photographs and the part that needs to be replaced is part of the wood frame and hence not covered". I found this to be very odd. How can a metal moving part not be a part of the mechanism? After some negotiations, she admitted that the replacement parts needed were no longer in stock, but that they would send the parts that they did have.
When the parts arrived, the technician came back out and immediately identified that the sent parts were inadequate and irrelevant. Upon a direct phone call (in presence of the technician) with Michigan customer service, I was again told that I needed the original receipt for them to do anything. Curious but true. We've come full circle. I then went to the (new) manager of the local La-Z-Boy store, who said, after reading the warranty, said that he would call his contact at the factory in Michigan. A week or so later he came back with their "final" verbal offer - a 50% discount on any new chair(s) up to $500 max. I fail to see why getting new functional chairs should cost me anything.
I disagree with La-Z-Boy on this solution, since their warranty clearly states that they will "repair or replace". It doesn't say anything about a discount. I can understand the conundrum- the replacement parts are apparently no longer easily available, and it's probably impractical to replace the entire mechanism with a newer version. But to be honest, that's not my problem. The lifetime warranty is pretty clear. If the mechanism cannot be repaired then the only other option is replacement in whatever form that takes.
We purchased additional La-Z-Boy furniture when we moved to our present home and have been happy with all our purchases until now. I was about to take this to small claims court, but at the suggestion of my daughter and a good friend at Consumer Reports, I will try one more time to resolve the issue directly. I would like to continue to enjoy the chairs (or equivalent ones) that have been in my family for almost 30 years.
WELLINGTON, FLORIDA -- WARNING THIS COMPANY JUST WANTS TO TAKE YOUR MONEY and don't care about the quality of their products! The day after two defective recliners were delivered to my home I tried to get my money back and they refused. After 4 months unsuccessfully attempting to fix the problems, they agree to a re-selection, but not to a return. With the re-selection, we will have to pay the inflated store price and not the sale price that we paid when we bought it.