La-Z-Boy Incorporated

Star Half star Empty star Empty star Empty star
1.4 out of 5, based on 28 ratings and
65 reviews & complaints.

Most Popular | Newest | More Options >
More filter options:
StarEmpty StarEmpty StarEmpty StarEmpty Star
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 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 purchase has lasted me not even a year...less than 6 months and I can't get someone to help me at this company!!!!
Add reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
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.

Read 3 RepliesAdd reply
User Replies:
trmn8r on 03/15/2013:
I agree this is shoddy craftsmanship. Did they replace this piece? That would make your complaint even stronger.
saj80 on 03/15/2013:
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 01/25/2014:
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
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
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.


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 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.
Read 1 RepliesAdd reply
User Replies:
FoDaddy19 on 05/07/2012:
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.
Close commentsAdd reply
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.


Dr. Peter Graves and Dr Heather Dennison
Read 4 RepliesAdd reply
User Replies:
Alain on 01/29/2012:
Your best bet would be to contact the New York consumer protection agency at 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 06/29/2014:
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 08/11/2014:
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 08/15/2014:
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!
Close commentsAdd reply
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.

Add reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Misrepresentation, poor quality, satisfaction guarantee is a farce,
Posted by on
Rating: 1/51
ROCKVILLE, MARYLAND -- June 2014 we purchased 3 Rowan Recliners, 2 with the power XR, and all 3 custom fabric with memory foam cushions. Over $3500.00 for all three chairs. Before buying we went to the La-Z-Boy website to read about the products. In their video and brochure, it is clearly stated that the functions of the foot rest and back rest function separately, independent of each other. The diagram on the remote control shows the leg rest in upward position. The button for the back rest is separate and shows the leg rest straight with the back reclining. There is another button for using leg rest and back rest together. But, they do not work independently. When the leg rest is about half way in the upward position, the back starts to recline. The diagram shows the sides of the chair remaining parallel to the floor during these functions. The sides actually angle backward. There is no way to extend the leg rest into full parallel position with out the back rest reclining. The service Rep. explained that this is because the whole chair body moves at that point. When we visited the store to try out the various chairs no one ever told us that full extension of the leg rest is not possible without the back going into recline. In the store the chairs are lined up, back to back. We didn't ask to have the chairs moved out in the isles so I could fully extend the chair. Had I done that I would have immediately known that these chairs are not what I can sit in. I have lower back problems and sit with my legs up parallel to the floor and my back straight. I can not sit more than a few seconds with my feet high and my lower body reclining lower than my feet. We have purchased 8 La-Z-Boy chairs over the years. They have all been the manual side handle control function, with independent functioning. No one offered a hint that these chair functions were completely different during our 2 visits to the store in 6 days. We did try to recline one of them on the other side of the showroom that was free standing. We knocked over the glass book shelving behind it when it started to recline. Luckily no one was hurt. The store manager asked, "Didn't you see the bookcase behind the chair?" There are 2 matching chairs in a room with a table between them. There is a seam sewn on the back cushion of the chair horizontal about half way up the cushion. We think it should be straight across, not a 1 1/2" difference in height from left to right so it appears at an angle. The La-Z-Boy customer service representative came out to examine the 2 chairs 10 days after our initial complaint. He did eventually admit to us although he wouldn't put it in writing that to fully raise the leg rest the chair has to recline because the whole body of the chair moves backward. The La-Z-Boy service representative said the variation in stitching was perfectly acceptable. He did offer to put more stuffing on one side as an attempt to cover it up, which meant the back upper cushion would be fuller and stiffer on one side. We didn't accept his offer.He did tell us we could contact the store for further explanation. We did and they told us the same thing they had when we first complained. "you have to call Customer Service". They have now responded to our complaint review on another website that they offered a resolution which we did not accept therefore they have done what they can. On to the variation in style. The other chair is a different fabric at another house. The back cushion is higher at the head than the other 2. The cushion stuffing is softer in the back and the top of the back cushion is slightly rounded at the top. It is not remote controlled and apparently the memory foam we paid extra for is softer batch by batch? I posted a complaint on another website which La-Z-Boy responding the next day Ya-da-Ya-da. Someone will gladly contact us to work with us and the store to resolve the issues. It has been 4 weeks since their response. Last week, received a phone call with a pre-recorded message asking us to stop by the store to pick up a complimentary crystal vase. They can't mail it to us? Lazy boy does not honor the customer satisfaction guarantee, the workmanship is not acceptable and once they have your money they could care less. Before you prepay for your merchandise which is supposed to be delivered in 6-8 weeks, you must sign the fine print with verbal reassurance from the sales people that if any problem will be dealt with to our satisfaction. They stand by their reputation. If you don't sign they can not place the order. Perhaps a small point. Their 6-8 weeks is actually about 15 weeks. La-Z-Boy stands by its name, "LAZY".
Add reply
Lifetime Warranty Not Honored
Posted by on
WEST HILLS, CALIFORNIA -- I purchased a Eldorado recliner from the Northridge, CA store to replace a five-year old recliner I wore out. After three years the chair needed repairs and all I had to do was drop it off at the store, pay for the labor, and the chair was fixed up great.

Now in December of 2011 I found out things changed drastically. LazyBoy not longer does repairs in stores and in 2010 they migrated to a new computer system. The store no longer has any record of my purchase in 2006 and no record of my service in 2010. I lost track of the receipt a long time ago. The manager at the store could have cared less. His entire attitude was "we don't handle service at the store anymore so don't bother me about service."

So I'm dealing with customer service over the phone and they tell me all I need is a tag off the bottom of the chair. Except of course the tag isn't there. My chair was made "for" lazy boy by an outside manufacturer. No, No says the service representative Lazy Boy makes everything. I send in photographs of the chair and a close up of a tag that says "made exclusively for Lazy Boy." So I finally get an email conceding that an outside company did make my style chair, but no promise to honor the lifetime warranty on parts.

What did I get in response to my last email, an automated response saying the customer care representative I've been dealing with is on vacation for three days.

I bought a recliner at Costco this morning. So long lazy boy. I'll keep after them to honor the warranty and then give the repaired chair to one of the younger ones in the family who needs furniture.

Lazy boy is not the company it once was in my opinion.
Read 1 RepliesAdd reply
User Replies:
At Your Service on 12/29/2011:
Good luck.
Close commentsAdd reply
Don't buy on a Friday
Posted by on
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.
Read 1 RepliesAdd reply
User Replies:
trmn8r on 02/08/2011:
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.
Close commentsAdd reply
Poor Customer Service; Uncompromising To Fair Exchange Offer
Posted by on
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.

Add reply
Inferior Furniture
Posted by on
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!!
Add reply
Top of Page | Next Page >