La-Z-Boy Incorporated

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1.5 out of 5, based on 22 ratings and
59 reviews & complaints.
www.lazboy.com


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Poor Quality Furniture and Even Worse Customer Service
Posted by on
Rating: 1/51
SAUGU, MASSACHUSETTS -- I recently purchased almost $10K in furniture from Lazyboy. 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 Lazyboy 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 Lazyboy...really, this is how the CEO of Lazyboy 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!!!!
     
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LazyBoy......Quality Down The Drain....Brand Name Betrayal
Posted by on
Rating: 1/51
ORLANDO, FLORIDA -- We purchased a Gibson loveseat a little over a year ago. Its used mostly on weekends. A couple of months ago we noticed that the left seat was beginning to incline backwards even in a non-recline position. We went to the store and were advised to adjust the butterfly screws. When we came back home and were about to adjust it, we noticed a slight bulge in the center board. There were some wood shavings below as well. We immediately called for service. We stopped using the loveseat and a few weeks later, the technician dismantled the board to inspect. To our horror, the board was previously broken and had a piece of wood stapled to keep it intact. (see picture). We called the store and the assistant who we have a good relationship with checked discreetly if this was a previously owned piece. It wasn't. This was a brand new piece that came straight from the factory.

Really Lazy Boy???? is this how you cut costs - at the expense of your brand?? Is this how bad your quality control is?? We paid $1300 for this love seat. The last we would expect is a finished product with high quality... We just purchased another set of chairs before we discovered this and are now regretting it. I can understand if this was manufactured overseas or if this was a wear and tear issue. But clearly someone in your factory decided to staple two pieces of broken wood and cover it up. Your stores blatantly and shamelessly scream...Made in America.... Assembled in America with years of craftsmanship. The least you can do is honor the American tradition of high quality and if you can't do that, don't claim to do so.

We feel betrayed that we trusted your brand and were expecting lifelong quality (how foolish of us). You are no better than any other manufacturer that imports goods from overseas. A very fatal mistake to your brand, setting a very poor precedent for your far and now fewer future customers.

     
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trmn8r on 2013-03-15:
I agree this is shoddy craftsmanship. Did they replace this piece? That would make your complaint even stronger.
saj80 on 2013-03-15:
Lazy-Boy seems like another furniture manufacturer trying to cut costs by using inferior materials. My mother-in-law has a Lazy-Boy recliner that is at least 25 years old, and the frame is solid wood. Unfortunately, with the use of particle board for frames, Lazy-Boy appears to merely be overpriced Ashley Furniture. Maybe instead of using Brooke Shields for the spokesperson, they can use some of that marketing money for quality control. I don't blame you for being upset; good review.
Lou on 2014-01-25:
Particle board is inferior material for any furniture, especially movable recliners. Won't stand up with the continuous moving parts. Stay away from Lazy Boy
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La-Z-Boy Recliners; "DURABLE" - NOT!!
Posted by on
Rating: 1/51
KENNESAW, GEORGIA -- From LA-Z-Boy website
The comfort and durability of La-Z-Boy recliners have made them the perfect choice for generations. Get product details for our stylish and durable reclining chairs, power recliners, lift chairs and more. Available in leather and vibrant fabrics with eco-friendly cushion options.

I say - NOT!!!! At least not anymore!

We purchased two La-Z-Boy recliners in March of 1999. They performed incredibly well; we are still using them today and we had one repair, both chairs, of the ratchet assembly that holds the footrest up. This repair was performed after the chairs were over 10 years old. This is what I have come to expect from recliners that are relatively expensive.

HOWEVER –

The quality & durability of two La-Z-Boy recliners that I purchased in Oct 2010 are pathetic in comparison.
- Both chairs have had to have the seating area replaced (Seat chaise is what they call it)
- One was replaced in June 2011, under warranty – that chair also had to have the ratchet & pawl assembly replaced already(part that failed after 10 years on previous chairs)
- The other chair that required the seating area to be replaced failed in the Nov-Dec 2011 time period (“out of warranty” by a couple months)
- It took La-Z-Boy until April 14, 2012 to replace this faulty part and they charged me a trip charge of $70.00 since it “was out of warranty”
- When I complained to the La-Z-Boy Corporate Office, Eric in Customer Relations in Monroe MI, he said that I bought it from an independent store – even though the store carries a La-Z-Boy name (they are Furniture Galleries of Atlanta); so I would need to contact them
- When I called La-Z-Boy Furniture Galleries of Atlanta to express my discontent, after speaking with David in Service and his boss the(Operations Manager), I was told:
o I already received a $ 40.00 discount on delivery; I still paid $70.00 for delivery – actually the discount was negotiated at the time of sale in order for them to Win the sale.
o The two chairs cost me over $1,500.00
o Also, they ‘kindly’ waived the labor charge for this out of warranty repair and only charged me $70.00 for the trip charge
o I still paid $70.00 out of pocket for the repair
o Because of these concessions, he said there was nothing they could do for me

We have only two adults living here, both retired and we have no pets.

Additionally, I’m sorry to say I recommended that my wife’s sister buy two recliners at the same time, that are equally pathetic; she also paid over $1,500 and has the same kind of quality problems
These chairs did not hold up and I feel they DO NOT meet the criteria for merchantability and thus do not meet Implied Warranty as defined by Federal law and they do not meet the standards espoused on La-Z-Boy’s own web site.

They failed prematurely!!

From LA-Z-Boy website
The comfort and durability of La-Z-Boy recliners have made them the perfect choice for generations. Get product details for our stylish and durable reclining chairs, power recliners, lift chairs and more. Available in leather and vibrant fabrics with eco-friendly cushion options.

Warranties
Warranties are promises by a manufacturer, made to the consumer purchasing the manufacturer's product, that the product will serve the purpose for which it was designed. The Uniform Commercial Code is a law, adopted in some form in all states, that regulates sales transactions and specifically the three most common types of consumer warranties: express, merchantability, and fitness.

Merchantability and fitness warranties are both implied warranties, which are promises that arise by operation of law. A warranty of merchantability concerns the basic understanding that the product is fit to be purchased and used in the ordinary way—for instance, a lamp will provide light, a radio will pick up broadcast stations, and a refrigerator will keep food cold. A warranty of fitness concerns the consumer's purpose in purchasing a product, and allows the consumer to rely on the seller to offer goods only if they are suitable for that particular purpose. For example, there may be a breach of the Implied Warranty of fitness if a salesperson knowingly sells a consumer software that is not designed for operation on the consumer's computer. For a breach-of-implied-warranty claim to be successful, the consumer must establish that an implied Warranty existed and was breached, that the breach harmed the consumer, that the consumer dealt with the party responsible for the implied warranty, and that the consumer notified the seller within a reasonable time. Implied warranties may be disclaimed by the seller if they are denied expressly and specifically at the time of the sale.
The Magnuson-Moss Warranty Act (15 U. S.C. A. § 2301 et seq.) is a federal law that requires sellers to explain, in easy-to-understand language, the terms of warranties that apply to written sales contracts for items costing $5 or more. Under this act, when a product fails to meet the standards promised by the warranty, the seller must repair it, replace it, or refund the purchase price.

Breach of warranty
A warranty is violated when the promise is broken; when goods are not as should be expected, at the time the sale occurs, whether or not the defect is apparent. The seller should honor the warranty by making a timely refund or a replacement. The date of delivery starts the time under the statute of limitations for starting a court complaint for breach of warranty if the seller refuses to honor the warranty. This period is often overlooked where there is an "extended warranty" in which a seller or manufacturer contracts to provide the additional service of replacing or repairing goods that fail within the extended period. However, if the goods were defective at the time of sale, and the relevant statute of limitations has not expired, then existence or duration of any "extended warranty" is secondary: there was a breach of a primary warranty for which the seller may be liable.
It could be an unfair and deceptive business practice (a statutory type of fraud) to attempt to avoid liability for breach of a primary warranty by claiming expiration of the irrelevant extended warranty. A statute of limitations on a contract claim may be shorter (or longer) than that of a tort claim, and some breach of warranty cases are filed late and are characterized as a fraud or other related tort.

Similarly, if the product fails prematurely, it may have been defective when it was sold and could then be returned for a refund or replacement. If the seller dishonors the warranty, then a contract claim can be started in court.
     
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FoDaddy19 on 2012-05-07:
They already gave you a break on the delivery fee, then they gave you another break on the out-of-warranty repair. To me that's pretty good customer service. Frankly, I think it's unrealistic to expect them to keep cutting you breaks for future repairs. They've already provided more for you than you were technically entitled to, I'd chalk that up as a win.

As for the quality of the product. I have a Lazy-boy recliner myself, it's about 12 years old, I haven't had any real issue with it. But I have heard that the newer ones aren't as good as the older models.
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Dissatisfied with Lazyboy product and warranty
Posted by on
OTTAWA, NEW YORK -- To whom it may concern,

We purchased a LazyBoy sofa, chair and 2 ottomans in Oct 2008 after extensive research to find a high quality product. We based our decision on many aspects including style and comfort but also ended up with a Lazy boy product because we believed we were making an investment in quality and endurance. We also made the decision to pay the extra cost for an extended warranty to ensure that all the unforeseen would be looked after.

Eighteen months after our purchase, we noticed that the seating of our sofa was starting to crack. We called our Lazyboy dealer and an insurance agent was sent over who determined that the damage must have been "our fault" from someone sitting with keys etc, although we completely disagreed. We felt the cracking was due to the poor quality of leather and not at all a result of a scratch type of injury. Lazyboy agreed only to try re-dying the couch, which they did and it was a temporary solution. Within 6 months, however, the cracks started showing again, mostly on the middle and right side of the seating cushion. Interestingly, the areas with the most cracking occurred in the middle cushion, which was very rarely used.

We called Lazyboy once again, and another insurance agent was sent out and not surprisingly, we were told that the damage was not covered under warranty. The message on our answering machine was that the damage was caused by excessive dryness which was not covered by warranty. This was completely unacceptable to us, so we made several calls to the Hunt Club, Ottawa Lazy Boy store, and finally were able to speak with the GM, Richard. We attempted to discuss our case, only to be told that he had examined the photos and it was "obvious that the cracking was our fault, due to someones feet, or a cat or dog, etc" and that he could not believe we were calling the store to complain.

I can assure you that no cat or dog or foot has been on my couch. It is in a beautiful living room setting, and is actually rarely used. If it is, the middle cushion is almost never touched. When we questioned the GM on the discrepancy between being denied the warranty due to "excessive drying" and then being told by him that actually we were being denied because "it was obvious it was our fault" he had no comment and became argumentative and rude. When I asked him for a name of the CEO of Lazyboy, so that we could address our concerns further, he absolutely refused to provide a name.

In summary, we are completely dissatified with the product that we bought from Lazyboy only 3 years ago, with the warranty policy that we also purchased and with the customer service that we have received from the Lazyboy company.

We would appreciate a response from someone that can be reasonable about our claim.

Sincerely,

Dr. Peter Graves and Dr Heather Dennison
     
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Alain on 2012-01-29:
Your best bet would be to contact the New York consumer protection agency at http://www.dos.ny.gov/consumerprotection to get their assistance on this problem. Meantime, thanks for warning other consumers. La-Z-Boy's quality has gone way down judging from the reviews I've seen here and on other consumer sites.
Milly Supplee on 2014-06-29:
We purchased 3 rooms of furniture from Lazy Boy about 2 years ago. At first we thought "all" of Lazy Boy products were made in America. WRONG!!! We understand that just the sofas and recliners are. The entire bedroom set with the exception of the ladies bureau had to be reordered because of poor craftsmanship (made in China). The 2 end tables of the bedroom set were broken when they removed them from the box. The box was not damaged.

In addition to a sofa with recliner capability, we bought 2 recliners. We vacation in the summers consequently are not at home in the summers. After 2 year from purchase our recliners started to peel by the head rest and on the arms. One is worse than the other but both are terrible. Guardsman or the store in South Lakeland, Florida, will not do anything. They say it is wear. We spent over $1,600 for these two chairs and are sick over this. We were never told these chairs were not "leather." They sure looked like leather and we did not question them. Everyone we meet who may be buying furniture are told by us to never even consider Lazy Boy. Where has the American craftsmanship and professionalism gone??????
Tarlese Allen on 2014-08-11:
I purchased real leather dual recliner sofa and recliner chair in late 2005 with an extended warranty that expired in 2012. Both pieces of genuine leather furniture are leather peeling excessively.

I purchased the furniture from a lazy boy store that closed 3 years later. Another lazy boy store opened across the street. I went to this store to report that my leather furniture was starting to peel. I was told the stores while both lazy boy were not affiliated and to contact the corporate office. My furniture has been treated and the areas defective are all over
. Which means the material is defective!

The corporate told me the store I purchased my leather furniture wasn't a corporate store therefore they couldn't help me.

I'm stuck with leather furniture that is sub-standard with the leather peeling onto the floor. I bought lazy boy furniture because I thought the brand was reputable. Only to find out that the company sells their furniture brand to independent lazy boy stores and no one will take responsibility for selling defective furniture to customers.

If anyone else has this problem and have an answer or gad their furniture problem resolved successfully please let me know.

Thank you
Julie88 on 2014-08-15:
On 2-18-2014, we purchased a Lazy-Boy Recliner, Style 010709 for $435.57 total with tax from the galleries on Crestwood Blvd. in Birmingham, AL.
We have been buying Lazy-Boy recliners for many years and have always been satisfied with their quality and workmanship...........
UNTIL we had a fire at our house that destroyed all our furniture a number of years ago. We bought, from a local furniture dealer (Not Lazy Boy) a LAZY-BOY recliner which was supposed to be a duplicate (we had the old order #) of our lost recliner. Everyone who sat in it said it was the most uncomfortable chair they'd ever used! We reshuffled the padding and did everything we could to change it......... we returned it to the dealer who we believe just let it sit for 2 months (claiming a Lazy-Boy rep had looked at it) and then returned it to us, saying they could find nothing wrong with it. We finally just gave it away to a relative.
So, in 2014, hoping for a better experience, we bought the recliner mentioned at the first of these comments. It took 2 and 1/2 months to get it. When it arrived, we examined the recliner. Upside down, fabric edges were cut too long in some places and too short in others, resulting in a bad line of sewing, just SLOPPY! The last line of padding, from the front of the chair at the top, was sewn crooked, resulting in a slopeing of the line, looked terrible. The sides of the chair were sewn right over the wood sides with no padding. (I could swear the floor model had padding.) the whole construction of this chair was just so sloppy - I can get better furniture than this at Ashley, which has horrible furniture!
We will not buy Lazy-Boy anymore. They have gone the path of almost everyone else - make it cheap and sloppy and try to convince everyone that a once wonderful name in merchandise still exists. I would not recommend Lazy-Boy to anyone!
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Bad Business
Posted by on
NEW CASTLE, DELAWARE -- If you are considering purchasing furniture from a LA-Z-Boy Furniture Gallery read the info below…

As a perspective customer you may want to consider this info before making your next furniture purchase @ your local La-Z-Boy furniture gallery.

If you live in the North East region think twice or research before purchasing from a La-Z-Boy Furniture Gallery in Delaware, Pennsylvania, New Jersey, New York, Massachusetts, Rhode Island, Connecticut and New Hampshire. The North East Distribution Center located in New Castle, DE is sending what is thought by the consumer to be new furniture but, that is not always the case. There are items that have been in the warehouse for 3+ years that are being sent to consumers. There are also items that have been in a consumers home for a lengthy amount of time and returned to the warehouse, repaired or un-repaired and put back into stock inventory for another consumer to purchase. The way a consumer can tell if there furniture is new or used is by referring to their law tag that should be on every piece of furniture leaving the distribution center. On the law tag there is an acknowledgement line item number that is 15 digits long. The first two numbers of the acknowledgement number is the year in which the furniture was produced (ex: 2009 would have 09*******-***-***).

Here is some additional info regarding the La-Z-Boy warranty that your sales person will not inform you of. The warranty is a limited lifetime warranty. Included is a 1 year labor warranty. The metal and wood pieces on the furniture are covered for a lifetime but only if you keep your original purchase receipt and only if the dealer still produces the metal or wood parts. The fabric/leather warranty is for 1 year but only if the dealer does not run out of that line of fabric/leather or if it has not been discontinued by the La-Z-Boy dealer. The warranty is only honored if La-Z-Boy reviews your furniture and agrees that there is a defect in the product. An issue will arise if your furniture is not a new product. If you receive an old item portrayed as a new item and you need to refer to the warranty you may not be honored due to an expired acknowledgment number or unavailable product for repair. Certainly the consumer can protest this but, there is an inconvenience factor involved. When you contact the customer service department for a warranty claim they will send a 3rd party technician to your home for an inspection and will report back to La-Z-Boy. If a part needs to be ordered the turn around time can be anywhere from 2 weeks to 5 months or more depending on if the part is already produced or if the part has to be made. You can also be in wait status only to find out the repair can’t be done due to lack of part productivity.

It is disturbing that companies are able to operate this way and that respectable individuals spending their hard earned money are at risks of falling victim to these kinds of circumstances.

For an elderly person looking to purchase a La-Z-Boy lift chair… don‘t. The chairs are defective & will only last at the most 6 months before something electrical goes wrong. Once this happens it is most of the time impossible for the company to detect where the issue is coming from & the chairs are sometimes never fixed.

In closing, if you or someone you know has fallen victim to any of the above your quickest and best resolution would be to take legal action. I hope this information will be helpful to many perspective consumers & consumers.


     
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Don't buy on a Friday
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CHERRY HILL, NEW JERSEY -- On 1/14(Friday) I purchased furniture. On 1/15(sat), I went to the Lazyboy store in Cherry Hill, NJ for a refund due to I changed my mind. The terms and conditions state they will refund what was paid as long as it was within 3 days of placing the order. On 1/15, the sales associate stated that the computer systems do not work over the weekend and they could not do anything until Tuesday 1/18 due to the MLK holiday. On 1/15 I was told to come back on Sunday, they were very busy on the floor. On 1/16 Sunday (open for MLK sale) I went back to the store, the manager told me that it would be very difficult to get my money back due to it had to come from corporate and said I should pick something else out. So I did. I picked out furniture that was about $500 less. I asked the store if I could have my remaining $500 as a refund, they told me that they were unable to do this as I made an exchange. When reading their terms of condition that is true when you already receive the product and send it back. When I asked what was the 3 day exchange or refund printed for if they don't allow it, then they said, they should have charged me a fee for exchanged merchandise, but I never received any merchandise, in fact I cancelled my order within 24 hours, their computer system doesn't allow them to cancel anything on a weekend. I told them, it was not my problem. It is now 3 weeks, I never received a refund, nor did I receive my furniture they said would take 2 weeks. If you buy from here, do NOT pay in full and do NOT every buy on a FRIDAY in case you change your mind.
     
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trmn8r on 2011-02-08:
Personally I would never place an order for furniture and then change my mind.

As far as refunds coming from corporate, many companies have this policy these days. It sounds like you are now waiting for the new furniture and the balance to be refunded to you. Furniture sometimes takes several weeks to arrive, and corporate refunds may also.
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Poor Customer Service; Uncompromising To Fair Exchange Offer
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PLEASANTON, CALIFORNIA -- Chenille Fabric - La-Z-BoyOn March 15, 2008, I ordered two, 3-piece couch sets from a La-Z-Boy store. We had negotiated a total sales price of $6,900. The six pieces arrived eight weeks later. I have been thrilled with half of my purchase: a 3-piece, red couch set. The other half of the order—a beige set with Chenille fabric—has been very disappointing and has been showing signs of wear after only two weeks of use.

Although unfortunate and disappointing, my issue is not the fact that the entire chair appears 3-4 shades lighter than the other two pieces (due to natural lighting variances within the room). My complaint is that the couch, which has contiguous lighting, shows shading variances in the most used areas. I noticed this “usage shading” within two weeks of delivery. The problem has continued to compound while I’ve worked with my La-Z-Boy sales representative and Customer Service over the past 6+ weeks. Currently, the couch shading/discoloration is increasingly pronounced because the raised texture of the fabric is flattening in high usage areas.

Historical facts: Two weeks after delivery, when I first brought this to the salesman’s attention, I did so in person and actually brought the couch back into the store. We both agreed that it had some shading discoloration. I contacted Customer Service who 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”. 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 weeks—either on the phone or in person. I have communicated my desired resolve of this issue as well. My salesman continues to exhibit poor customer service by not calling me with updates when he says he will; I have to call him back 3-4 days later. This lack of professional communication has only exasperated my frustration of the situation.

Because 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 don’t show the usage shading.

My proposed solution is this:

1. I have asked if the Pleasanton store would take the 3-piece set back into their floor inventory and let me re-order the same couch in a different fabric. In all fairness, I have even offered to pay a “re-stocking” fee of 10%-15% of my purchase price. The store will not entertain this proposed resolution.
2. As luck would have it, I’m sure that beige couch sets are the most popular color sold, so I can’t see any reason why La-Z-Boy wouldn’t be willing to process this “exchange” for me—especially since I had such a large, $6,900 order!

To reiterate and summarize: I feel that the Chenille fabric is showing excessive and unjustified usage shading; the areas used most are lighter in color than areas not used as frequently. I would like to exchange the set and re-order this couch set in a different fabric. I can’t imagine why my request would be denied given that: (1) the tags are still on all three pieces; (2) the chair and loveseat are in “like-new” condition; (3) the fabric is a neutral and popular color for re-sale purposes; and (4) I am even willing to pay a re-stocking fee.

     
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Inferior Furniture
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CALIFORNIA -- I purchased a sofa, loveseat and recliner from our local La-Z-Boy store last year. I had to special order all 3 pieces. The recliner's metal bar leaves deep indentations in the carpet when in the fully reclined position. Over time, the carpet will have holes in it. Lazyboy neither understands, nor cares about this situation. They refuse to do a thing about it.
I special ordered the sofa and loveseat in a napped fabric. They told me to expect delivery at the end of Sept 07, or first wk of Oct 07. I finally got all 3 pieces at the beginning of Nov 07. When I looked at the furniture, I couldn't believe what I was seeing!! The nap of the fabric had been laid in every direction, giving the furniture light and dark colors!! I could NOT get one person in the corporation to understand what the meaning of "napped" fabric was!! The furniture has visible flaws running through it, the seams are coming apart, and when I removed the cushions to see what might be underneath, there was a hole in the fabric on the side of the furniture. The store has a lot of "fast talkers" who make all kinds of promises but never show up.
We spoke to at least 8 different employees, but none that ever resolved any of our problems.
I bought the furniture because I believed Lazyboy had a good reputation, but had I checked the internet before going to purchase, I would have NEVER made the mistake of purchasing from them.
We took them to small claims court, and to this day do not understand how we lost. The "pictures" they took for "proof" of how good the furniture looked were printed on a black and white printer!! You couldn't see the flaws in those pictures. When they saw the pictures I took (color) it was as though they didn't believe they were looking at the same furniture. They kept asking when I took the pictures and then began saying things like, 'well you've had the furniture for 6 months.' Yet, we had been trying to get them to do something for 6 months!! The stall tactics they use and lies they tell are unbelievable. It buys them enough time so that your "warranty" is running out and they don't have to do anything. They were insinuating that we had somehow damaged the furniture ourselves!! Like I upholstered my own furniture!! And, of course, who doesn't spend over $3,000.00 to then put holes in their furniture??? To this day, NO ONE has sat on the furniture and the tags are still on the furniture. We spent $3200.00 for all the furniture and the owner of the store had the gall to stand in court and say to the judge, "we're not a high end store, we're like Homedepot." Well, Homedepot refunds money of unsatisfied customers!! So, there is a world of difference between Lazyboy and Homedepot.
Buyer Beware. The salespeople are taught to "fast talk" and they do not show you any warranty BEFORE you buy from them. Be careful to read EVERY line of paperwork they make you sign, and especially refuse to accept the order if it comes with flaws and other obvious problems. Once it's in your home they will do NOTHING to help you!!
We have purchased so many lazyboy products in the past, but they are no longer the same company. Their quality is at best that of a flea market, and the upholstery job looks like it's done by elementary school children learning upholstery.
Don't get ripped off like I did, be careful!!
I wish someone would file a class action lawsuit against them!! I'd be the first to sign up!!
     
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Paid $1500+ for 2 Leather Recliners They Looked Terrible Within 1 Year!
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Rating: 1/51
BUFORD, GEORGIA -- We bought 2 leather recliners a leather sofa and two tables a total of around 6,000.00 in January 2011. We paid for an extra $220.00 for the elite care for the leather and anything that could go wrong with the furniture. That is for 5 years. You get one year from Lazy Boy. In one year the top of my husband chair had started to turn from a dark brown to a mustard yellow and is very hard. We called Lazy Boy Customer Service who told us we would have to go through Guardsman. Guardsman would not even come out and look at it, they told us that oils from a person body could change the color of the leather and they would not cover that but if your cat peed on it they would. So we called Customer Care, I told them that now my chair had started to turn the same color on the back. They ask us to send in pictures. We immediately got the an answer of they could not do anything about it because it could be from dust or sunlight, really. They were just coming up with whatever they could.

Finally I was told they could not do anything anyway I would have to call the store we bought it from. I called and spoke to the sales manager by this time it has been a year we have been going back and forth and we are really upset our expensive furniture is very embarrassing. Now he wants pictures we sent them 5 times, to the Mall of Georgia store and ask him to let us know when he received them, he never called. We took a copy to the store two weeks went by, my husband called several times and he was always busy and would not call back. The final call my husband told the girl that he would like to leave a message that our next step is to get the local TV station to come and see our chairs and, tell them our story and have them come and talk to him about our situation. He immediately called back and told my husband that he had worked something really nice out for us but he did not work well with threats and did not appreciate my husband, leaving that message, with his employee. I know he did not even look at those pictures, he was not going to do anything. When my husband ask him exactly what was he going to do he hung up on him.

We will be going to small claims court I can't just throw away 1500 dollars. I also will call the department of consumer affairs, the Attorney Generals Office, and whoever I need to and maybe I will contact, a couple of my friends that do work at the local TV stations to see who can help us get the word out. Do not buy from Lazy Boy you will be sorry.
     
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madconsumer on 2014-01-06:
the reasons why leather dye fades is true to what they stated. I agree with the manager that your demand was a bit much.

what was the deal the manager worked out?
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Product Quality Way Poor and Service No Better
Posted by on
Rating: 1/51
DAYTON, OHIO -- This was our 6Th piece of Lazyboy furniture in 20 years for us. After 2 years the "New Lazyboy" sofa mechanism failed. The frame bent under regular adult usage. While still covered under their "lifetime parts warranty"; the authorized service was by prepaid fee only and at Lazyboy's convenience.

The Dayton Ohio Lazyboy Showcase would only provide service if we would wait until they were "in the area" and we prepaid for their travel time. Since we are only 5 miles from their location we were apparently waiting until they could charge multiple customers $130 for the same 15 minutes of travel. A single customer - portal to portal service call was not possible at any price. Double and triple billing are the ethical norm for Dayton Lazyboy.

6Th piece of Lazyboy .... wished we would have stopped at 5.
     
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Alain on 2012-06-13:
La-Z-Boy seems to have gone the way of many formerly respected brands and lowered customer service and the quality of their product. Thank you for your review, which along with other recent posts both here and on other consumer sites, would indicate that paying a premium for a La-Z-Boy may not be worth the price.
Nohandle on 2012-06-13:
This is not the first time this has come up on M3C's concerning La-Z-Boy. I recall when individuals would *save up* to purchase anything La-Z-Boy offered. The fabric/leather was guaranteed, mechanisms guaranteed and delivery included with the price. It's a shame in many cases their product now is no better than what can be purchased at any discount store for much less.
Alain on 2012-06-13:
It really is a shame, Nohandle, how brands that used to have a good reputation are no longer trustworthy.
Nohandle on 2012-06-13:
I hate it Alain because now many individuals will flock to estate sales, garage sales and the like just to purchase some *older* furniture. They will pay to have it reupholstered and often spend far more totally than something brand new would cost. They do it because of the workmanship and the pride once taken with furniture.
Alain on 2012-06-13:
I was happy to inherit some of my Grandparent's furniture because it was maintained in good shape and the workmanship is far better than what is made today, Nohandle. You're right about the estate sales. An old friend of mine used to frequent them and fix up old furniture and resell it at a profit to people that wanted nothing to do with the new stuff.
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