La-Z-Boy Incorporated

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Bad Business
Posted by Onyx22 on 09/12/2009
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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Fabric separation and poor workmanship
Posted by on 01/22/2002
KALAMAZOO, MICHIGAN -- I took delivery of 2 heat massage chairs for approx. $1500 in early September. We have purchased at least 20 of your chairs in the past but never more disappointed with the quality, workmanship and lack of responsiveness by the store.
2 weeks after delivery the fabric in the seats started to pull apart leaving loose broken loops. The stuffing and stitching is off centered, the arm covers are too small and don't stay on. The footrest mechanism fell apart. I contacted the service manager Dan at the Portage Mi store to express my concerns. A service person came to our home, and cut the loose loops of fabric. I was never contacted by the store again and no resolution was ever reached.
Now at 4 months the chair seats are more worn looking,(I can send digital photos). Mr Kiser, I am hoping you are a reasonable man with an interest and commitment in resolving this issue, as I'm convinced you wouldnt want these on display as representative of your products.

To help keep me as a potential future customer, I would like the following:

Replacement of these chairs at no cost to me with better workmanship and fabric grade that lives up to the old La z boy standards.

At the very least I would like a response from your company regarding this incident. Thank you for your time.
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Unhappy Consumer
Posted by LAZY BOY SUCKS on 01/14/2009
LANGLEY -- We also spent approximately $7500 on furniture, leather reclining sofa and love seat and 2 custom fabric reclining chairs. On the sofa at one end that reclines there is an area between where the reclining part meets the middle of the sofa this area is the size of my fist so quite noticeable. One of the chairs after approximately 3 weeks we noticed the fabric looked worn smooth and shiny and this chair shakes back and forth and rattle like it is 15 years old. So we phoned service only to find out that we had to pay for the service call to come out and have a look and if Lazy boy thinks your complaints are legitimate you will be reimbursed. HAHA So they send someone out to check he takes his pictures and tells us that they could probably put more stuffing in the sofa and tells us that the chair is normal. But he will put his report in. We made a trip down to the store where we purchased out furniture and none of it had the problems we are having the chairs didn't move anything like the one we have and there were no large spaces in the sofa recliners.

We get our call from Lazy boy today and they inform us that everything is normal and if we want more stuffing put in the sofa we will have to pay for labor. If we could return this stuff we would but of course you can't get your money back. Totally ticked Would never recommend this company to anyone.
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Posted by madconsumer on 2009-01-14:
sounds like this was a plush or chenille fabric, they wear badly.

describe the other spot, you did not give any details.
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Quality and service - lack of both
Posted by Kensluckydog on 03/05/2007
SAN JOSE, CALIFORNIA -- We purchased a four seat theatre system on Nov. 8, 2006 -$3300 - from the San Jose La-Z-Boy on Blossom Hill Road. It was delivered Dec. 26, 2006. In January 2007, it was apparent the padding was compacting and shifting. A tech was sent out Feb. 16. He agreed the backs were flattening on two chairs (we are just two people, so the middle two seats get no use) and said he would recommend the repair to the two, but not all four. I repeated at least five times that all four chairs are defective, and he just kept repeating five times "I don't see nothing wrong". Customer service sent a second tech who said he saw that both seat backs and seat cushions were failing, and that all four - made at the same time at the same factory - would require repair. Four days later, I was informed La-Z-Boy would order two new seat backs from the factory...the same factory whose "new" chairs didn't last a month. These things look like they have saggy wrinkled slipcovers!

I took the chairs to a local upholstery shop, and they determined that the foam padding is the cheapest and worst quality. Cost to repair with new dense foam - $2400.

Next stop - Small Claims Court. I have already written the President and Corporate Customer Service, and am awaiting their reply - sent it
certified return receipt as proof for Small
Claims Court.

If you need bad quality furniture - buy it at the flea market! It will be cheaper in price, but - trust me - the quality will be equal to, or maybe better than, La-Z-Boy. Customer service
will definitely be equal - NONE.

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Posted by grandma005 on 2007-03-06:
I have a lazy-boy chair that I brought seven years ago. It has some wear,but is still comfortable, and I use it every day. I guess the new stuff is junk.
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Poor Customer Service
Posted by Irisher on 12/16/2009
CERRITOS, CALIFORNIA -- I purchased a recliner leather sofa and a leather recliner chair in 2008. Salesman told me the frame and mechanics were guaranteed for the life of the furniture. The chair has wood arms (i thought wood would hold upbetter than upholstered arms and I liked the look of it. A few months ago I noticed the wood finish on the arms of the chair was wearing off, weird ! A month of so after I saw this, I was out shopping for another chair, went to La-z boy. As I was talking with the sales clerk, I mentioned the problem with the chair. He walked me over to the Customer service desk and I explained the problem. The person looked up the date I purchased the items and said :It;s over a year old, guarantee doesn't apply" and walked away. I told her I was not happy as I paid over $3,000 for both pieces. She gave me the number of their Repair service. Called of course only a recording. I left a message. Got a call back - they left a message, over a year old no longer covered, they can't fix the arms but could replace the arms I would have to pay for it. I called back and again no live person to speak with. Left another message asking for someone to come out and look at it, as I did not understand how the finish could be wearing off. No response. I emailed the Better Business Bureau about the problem. BBB contacted the company, company sent them a letter stating the upholstery is only guaranteed for a year. I emailed back and said I am not complaining about the leather, but the wooden arms., At any rate BBB closed the case as the company told them I would accept their settlement - what settlement - they never responded to me. A friend of mine looked at the chair and he said it looks like the finish was painted on, not stained! That is why it is wearing off!

Boy Is there no reputable companies out there anymore who stand behind their product? That was a lot of $$$ for me to spend on 2 pieces of furniture but I thought GOOD QUALITY would last for a long time. I even wrote a letter to their home office but not even a reply from them. Buyer beware!
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Posted by JR in Orlando on 2009-12-16:
I would think a finish restorer could do the arms pretty easily. So as to limit the problem in the future, I would consider whether the person primarily using the chair has rings or bracelets which will tend to break the surface down, has a lot of perspiration, or sits wet drinks or napkins on these surfaces. Also, some wood furniture needs certain maintenance to keep it nice, not to say that you didn't, just for future consideration.
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Buyer Beware
Posted by DMErwin on 09/01/2006
WALDORF, MARYLAND -- I purchased a $1,000 sofa custom ordered from La Z Boy in Waldorf, MD last December and took delivery March 2006. After much consideration, and discussion with sales personnel, I chose the fabric which was a high-end fabric at considerable extra expense. I have had the sofa about 5 months and it gets very little usage. To my disappointment, the fabric has lost the nap, it is crushed, does not rebound after being sat upon and it looks very worn and old like it came from a yard sale or out of Grandma's attic.
I have tried all avenues with La Z Boy, i.e., service department, customer service at headquarters in Michigan, the Waldorf store manager and the regional sales manager who came to my home today to inspect the sofa himself. I am repeatedly told by every department of La Z Boy "That is the nature of fabric. It is normal usage. There is nothing we can do about it." I told the regional sales manager that if this sofa was put into the showroom, it would never sell because the problem is undesirable and very noticeable. I ended up asking him to leave my home since he wasted my time and he refused to back up the product he represents and sells.
He had his mind made up before he arrived based upon the notes he left behind.
Even the service technician noticed the problem, wrote it in the report, and steamed and brushed it. The nap perked up a little bit after it was steamed and brushed, then went back down after it dried. I should not even be expected to steam and brush expensive upholstery each time somebody sits upon the sofa. Their service manager told me it was "buyer beware" when selecting a fabric for upholstery and that it is a chance you take when you customize a sofa in a selected fabric.
I stressed to him had I known in advance the fabric would look this way, show wear this quickly, loose the nap after such a short amount of time and such little useage, I would have never chosen this fabric. I was never informed or warned by the sales people about any problems with this type of fabric. Only now am I hearing this is typical of this fabric.
I have asked La Z Boy to recover the sofa in another fabric, or order me another one with different fabric, to no avail.
I am quite frustrated and sickened that I have thrown away $1000 on such an inferior product.
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StarStarStarStarEmpty Star
Offgassing From Furniture
Posted by Kyma1129 on 03/05/2012
I rec'd my new furniture on 12/17/2011, starting on 12/18/2011 I have had dizziness, I left my home for a week and the dizziness went away when I returned so did my dizziness. I moved across the country and left the furniture behind to "air" out some more and my dizziness went away, rec'd my furniture and with in days of it being in my house my dizziness has returned. Anyone else experiencing this. Before I left AZ, I spoke with the mgr at the Flagstaff, AZ store and she said it should go away, :when they set up new displays, they leave the doors open because of the gasses being emitted". Just wondering if anyone else is having this problem.

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Posted by trmn8r on 2012-03-05:
Sounds like you are ultra sensitive to materials in the furniture, which is quite unfortunate.

The advice the CSR gave you is good - the furniture needs to be "aired out".
Posted by Venice09 on 2012-03-06:
Many years ago, one of my co-workers refurnished and redecorated her bedroom. She ended up sleeping on the couch because something in the finished bedroom was making her sick, and she couldn't pinpoint what it was. It's unsettling to think what's in fabrics and wood. Pressed wood is particularly dangerous because it contains formaldehyde.
Posted by Frank on 2012-10-03:
I'm going through the same thing. New furniture, and both my wife and I were wondering why we get dizzy,(of all things).
The only thing new is the furniture. Oh well.
Posted by tom on 2012-10-18:
New cloth recliner has same issue - some scent is bothersome. We are 5 days into purchase and now leave windows open to air out. We also have vacuumed chair to little effect. Now are covering the chair with towels when sitting in it. Helps some. Outgasing is a problem.
Posted by lynne zaref on 2013-12-26:
This is really scares me I won't go look at lazy boy. Since 2000 I have bought so much furniture fabric leather sofas 4 different sets between my son and myself bedroom furniture never experienced this.
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Fabric Failure
Posted by Missrose on 12/01/2007
I have had a La-z-boy reclining sofa for a year and a half. On the foot rest of both recliners the upholstery has worn so thin that the foam can be seen underneath. It is not long before there will be large holes visible on both sides.

The fabric warranty is only valid for one year. La-z-boy offered to send a "technician" out at a rate of $76 per hour, plus materials, which I declined. They are refusing to stand by their product.

Now I am faced with a choice of reupholstering or replacing a sofa that is less than 2 years old.

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Dissatisfied with Lazyboy product and warranty
Posted by Petergraves on 01/27/2012
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
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Posted by 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.
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Don't buy on a Friday
Posted by Kms1 on 02/08/2011
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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Posted by 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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