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!!!!
WEST SACRAMENTO, CALIFORNIA -- In late December 2013 bought a leather chair from La-Z-Boy $1834.00. The store was good sized and very under staffed. After paying for the chair, there was no one available to put the chair in my SUV. One female sales clerk, my daughter and myself had to carry the chair out to the SUV and lift it into the back. This should have been a red flag. We took good care of the chair, using only high quality leather products.
In early March my husband noticed flaking of the leather on the seat cushion. The leather is actually breaking down leaving a discoloration on the cushion. I called the West Sacto store and spoke with a sales person. She was not interested in my problem. She just asked me if I got the extended warranty. Why would a $1800.00 chair need a extended warranty? It was not like the chair cost $500.00. She was rather distant about the whole thing. She said I would need to talk to customer service. I next called customer service. Five minute wait for them to answer the call.
I spoke with **, she took all my info and then put me on hold for 15 minutes. When she came back she told me the chair was no longer on warranty. She said I would have to pay to ship the chair and pay for the labor charges and pay for the parts. What kind of quality control do they have at La-Z-Boy? She was not interested in my problem. I told her that the chair and ottoman cost $2500.00 and that we are retired and expected the set to last for many years. She merely repeated it was not on warranty. She said she could recommend a leather repair specialist. I will never buy another piece of furniture from Lazy Boy.
I could not recommend anyone buy from La-Z-Boy. You would not like the experience and you can kiss your money goodbye. These people know they are selling questionable products at expensive prices. This is more like Ikea furniture but, you are paying top dollar. At least at Ikea you know what you are getting. It is apparent to me that the whole company acts like used car dealers. I feel I have been ripped off. The final straw was when the ottoman came (three weeks late) and they unloaded the ottoman and on the bottom was printed Made in China. So much for an American made product. Never again, La-Z-Boy.
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.
MENTOR, OHIO -- We purchased a La-Z- Boy "Rowan" model leather recliner, for a total of just over $1500. Upon delivery - three days later - the chair would not recline OR extend the footrest. Finally, the delivery guy managed to get it extended / reclined, and the footrest opened, but then the chair would not return to a closed position. He used tools to try and figure out what was wrong, unsuccessfully.
He called the distribution center, and I talked with a guy there, who wanted to re-ship another chair immediately, but we had seen enough. We refused delivery. We returned to the store that day, and cancelled the sale. We went to another store and bought another brand chair. They called back today, and agreed to credit our card. I feel like (after reading this webpage) we ducked a bullet.
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.
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.
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.
DERBY -- We were told our furniture would arrive in 4-6 weeks. After more than 6 weeks we called and were told by a different representative that 6-8 weeks was standard. At about 7 1/2 weeks they called to set up delivery and didn't have Saturday availability for 10 days. We commented that we should have priority for the upcoming Saturday and this was accommodated. Everything was delivered but the floor-room tables were still loose and scratched which we had been promised would not be the case. (My husband ended up doing the repairs.)
One lamp was shattered and taken back by the delivery team. Now it has been 4 weeks and no word on the replacement lamp until I again called to find out the status. A representative said he would call me back the next day. 3 days later I got a call. At that time I was told it would be at least another week before the new lamp is delivered. So in all we have been waiting nearly 3 months to have everything in our home. They did remove the delivery fee which was nice. But overall they seem pretty uncaring about our frustrations. We had intended to buy furniture for a dining room and another living room but will most likely shop elsewhere now.
SEATTLE, WASHINGTON -- I bought a chair at about $900.00 and a $200.00 pro care fabric protection package, Nov 15, 2014, delivered on November 26, 2014. Less than 3 months later the fabric is peeling and the operations manager said that my clothing is causing this and since they only have a 3-day return policy, I am out of luck. I believe this fabric is defective. No remediation was offered to me. Nothing, just "too bad," "so sad."