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La-Z-Boy Incorporated Recliners

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LA-Z-BOY quality has gone DOWN HILL
Posted by Djmccue320 on 05/09/2012
ATLANTA, 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 a guy 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 that 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, they 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!!

I am seriously considering taking them to Small Claims Court.

     
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Posted by Alain on 2012-05-11:
La-Z-Boy used to have excellent quality. There are more reviews recently that indicate, as you have documented in your post, that the quality and customer service may have fallen to the point where they are no longer be worth the cost. Thank you for warning your fellow consumers about this sad trend.
Posted by V Roark on 2013-08-07:
Less than two years ago we purchased a La-z-boy recliner. I already had three Flexsteel sofas, one 8 years old and two 6 years old. Two are in a family room and get constant use. Long story but the 8 year old and 6 year old sofas are in the family room and are identical except that one is two years older. Both still look show-room new. We just replaced the La-z-boy recliner because it looked 20 years old, not two. We were tired of having to pick up pieces of plastic that fell off the bottom of the chair. I bought La-z-boy because La-z-boy is synonymous with recliners. What a mistake. This time I did my homework and found that Flexsteel also make recliners and all their frames are truly steel. If you want any upholstered furniture, look at Flexsteel. For just a few dollars more, you will many more years of use.
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La-Z-Boy quality is not what it used to be
Posted by JustMeCA on 11/26/2010
We purchased 2 La-Z-Boy rocking recliners 20 years ago and still have one of them. It is the most comfortable chair I have ever owned and while the fabric is now beginning to wear; it is still in amazing shape compared to the new recliners we purchased from La-Z-Boy three years ago. Both of the three year old rocking recliners are so worn that they have no spring left in the cushion at all. The fabric is worn completely out and is split in several places. I actually spend more time in the 20 year old rocking recliner and it is still going strong. What happened to this company? We will NEVER purchase from La-Z-Boy again!
     
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Posted by Alain on 2010-11-26:
I think, sadly, that your observation is correct. Many trusted and formerly respected brands, no matter what the product, have sacraficed quality to increase sales volume.
Posted by Venice09 on 2010-11-26:
I just saw a Lay-Z-Boy commercial with Brooke Shields. Apparently she is now their spokesperson. I guess they had to cut quality to come up with the money to pay her.
Posted by Alain on 2010-11-26:
The money they are paying her would be better spent on improving quality!
Posted by V Roark on 2013-08-07:
Just had to replace a La-Z-Boy recliner that was less than two years old. The mechanism was plastic and we were picking up pieces off the floor. Also the seat, arms and back were becoming lumpy. In the same room are two Flexsteel sofas, over six years old, that still look like their just left the warehouse. When we purchased the recliner, we didn't know that Flexsteel also makes recliners. We know better now and will never go to La-A-Boy again.
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Disgraceful Customer Service
Posted by Sofrustrated on 08/29/2009
MIDDLETOWN, NEW YORK -- I special ordered a sofa, 2 recliners, chair and ottoman on April 13, 2009 from La-Z-Boy Galleries in Middletown, NY. As of today August 29, 2009 I have not received my furniture. That is 2 days shy of 20 weeks. I was given an initial estimated delivery of 10-12 weeks. I have had to initiate EVERY phone call to find out the status of my order. When I first ordered I was told it would take about 10 weeks because they were backlogged due to the high number of orders even though the economy was bad. When I called at the 8 week mark I was told it would now be 12 weeks because the economy was so bad they had to lay off 800 workers from the factory. At the 12 week mark a phone call was made again and this time I was told they needed to purchase more material and it would be several more weeks. At the end of July I called and spoke to the manager. When I asked how I, as a customer, was going to be compensated for this delay he began talking very fast, talking over me, not listening and trying to get me off the phone as quickly as possible. The best he said he could offer me was a $200 gift card towards another purchase in the store. I refused the offer as my total purchase was $4,500. $200 is less than 5% and nothing in their store is less than $200. On Aug 3, 2009 I called and spoke with another sales representative who said my sales representative no longer worked there but said my furniture is expected to be delivered the first week in September. I expressed my frustration and was ready to cancel my order. His statement - "You can't". On August 4, 2009 I called and left a message for the owner to call me back. On August 5, 2009 I got a call back from a "Customer Representative" who wanted to know more about my complaint and how he may be able to mediate. I told him my situation and asked that he get back to me within 24 hours which he assured me he would. Of course, he did not. I have not heard anything from La-Z-Boy of Middletown. La-Z-Boy's complete lack of respect towards their customers is astounding. My frustration could have been diminished and my confidence in this company increased if only they had called to "keep me in the loop" and displayed some type of adequate gesture for the delay on their part. I gave them a $1500 deposit in good faith. Right now, I feel robbed because I have nothing to show for it but aggravation. I have filed a complaint with the Better Business Bureau in NY and currently writing a letter to Consumer Affairs.
     
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Posted by Soaring Consumer on 2009-08-29:
You should have gotten your furniture months ago. You have every right to your money back because they took so long. Their response is unacceptable.

If Consumer Affairs can't help you your best recourse is to sue the store in small claims court.
Posted by madconsumer on 2009-08-29:
many of the components to make your furniture is manufacturered out of the country. this in itself causes delays.

there are local companies who build custom furniture by order. next time maybe try one of them. the price will be nearly double what you are paying now, but well worth it.
Posted by furnman on 2009-08-29:
Sad to say you may be one of the lucky ones. You may acually get your furniture. I know more about this franchise than I can tell you, but needless to say they are in trouble. I suggest you persue small claims court and dispute your charges if you used a credit card. I do know that orders from April and early May have gone into production from LZB for this store and late Aug to early Sept shipping is scheduled. I am sorry that you and all these customers were treated this way. Being in the furniutre business it is a black eye for all of the industry. I wish I could say more about the LZB store in Middletown NY.
Posted by furnman on 2009-08-29:
I would like to add that most of LZB products are US made, they do import some parts. Normal ship time depending on item and what plant it is coming from is 4 to 8 weeks. All of the excuses you were told are all false.
Posted by madconsumer on 2009-08-29:
furnman, i too have 'insider' info. the wooden parts are made in the usa.
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La-Z-Boy Has Changed Their Recliners
Posted by Gjsdoodles on 02/10/2013
ATLANTA, GEORGIA -- LA-Z-Boy was THE recliner to buy in years past. I bought a new one in 2011 and the quality is nowhere near the quality of the older chairs. A repair tech told me the company replaced the foam in the chairs with poly. The poly compacts leaving a hard surface. I've had the back replaced x 2 and the chair is still very uncomfortable.

Another repair tech told me there is still foam in a few of their chairs but the foam is not the same quality because foam is petroleum based. I love La-Z-Boy recliners because of the multiple positions I can use but I'm afraid I'm going to switch to another brand. I do not want to spend $1000.00 plus dollars every year or 2 for a chair. The mechanism in the chair has also been replaced.

A friend sat in my chair and said it was comfortable but about 10 minutes later he said this chair isn't very comfortable and the seat has gotten hard. I will say the local store was very helpful but the chair is still very uncomfortable. I'm giving up LA-Z-Boy after about 30 years of sitting in them.

     
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Posted by trmn8r on 2013-02-10:
Excellent review, and should be helpful to others.
Posted by ok4now on 2013-02-10:
La-Z-Boy is not the only one selling lower quality furniture. Three years ago I bought an expensive sofa/loveseat/recliner combo from a reputable store. The cushions were a pillow type which was very comfortable. Now they are all crushed and sagging looking totally worn out. I gave the set away and purchased new. Hopefully this set will last longer.
Posted by Alain on 2013-02-10:
When my Dad moved several years ago he didn't have space in his new place for some older (around 1940's) chairs that had belonged to my Grandparents, with separate foot rests, so I bought them for $100 (whole set) and had them reupholstered (only the surface material-the stuffing and structure were not in need of any repairs) for about $350 each (including footrests). They are by far the most comfortable chairs in our house.
Posted by Debbie on 2013-12-28:
In 2011 we bought 2 leather recliners, a leather couch and 2 tables from Lazy Boy. No problems with the couch because not set on much but the recliners that we spent almost 2,000 on look terrible. The color has changed from a Dark Brown to a mustard color on the back of mine and at the top of my Husbands. Of course when we call Customers Care sent in photos spoke to 10 people they denied doing anything about it and told us that is says on their website the leather is only guaranteed for one year. and nbsp
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New, Used, Broken, Fixed...What is the difference?
Posted by I. B. Gone on 07/24/2009
SUGAR LAND, TEXAS -- I bought my wife two Rex recliners from the La-Z-Boy store near our house. I had never purchased anything from La-Z-Boy before and based upon my experience I doubt I will ever again.

The problem occurred when I showed up to pick up the two chairs. The warehouse workers rolled one un-boxed chair over to the loading dock sporting one of those plastic tags that all of the floor models have to hold the product details. While the chair appeared to be in fine shape it was obviously a floor model and so I asked if they had a pair of new chairs still boxed. A few minutes later they rolled a new boxed chair out and opened it up to show me how to attach the chair back. So far so good, so I waited on the second chair. When the second boxed chair arrived and the worker broke the tape, we found this chair without the plastic wrap that the new chair was covered in. The worker proceeded to pull the back out of the box and demonstrate the latches, but that was when I noticed the service tag inside the box. The tag indicated that this chair had an issue with the footrest and while it wasn't clear if it was still broken or had already been fixed, it was clear that it wasn't new.

At this point I decided that I wasn't playing this game, I paid for new properly functioning furniture and if that wasn't what I was going to get, then I wanted my money back.

What would you do if you had just dropped $1400 on a pair of recliners?
     
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Posted by Anonymous on 2009-07-24:
Did you get your money back?
Posted by Anonymous on 2009-07-24:
I would have done the same thing.
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La-Z=Boy No Longer Represents Quality to Me.
Posted by Kirkham on 12/23/2010
When we remodeled our home and went looking for new furniture, we knew we wanted quality recliners for our family room which gets the most use of any room in our home. A salesman at a general furniture store asked why I wanted this brand and I told him I wanted a mechanism that would last. I just assumed fabric and craftsmanship was a given.

We went to the company showroom in Louisville and chose a style and fabric. Were treated well, and everything was delivered in a timely manner. The only problem was being shocked that the furniture was poorly upholstered. Each section of our sofa recliner has three pillowed sections. The divided sections are supposed to match up...one whole section is off. It's ridiculous that we paid this much money for such a poorly constructed product. We have an old LZB recliner in our basement which quality-wise is much better than these new ones that we paid over $3,000 for. We chose the style from the showroom floor and I don't even think it's the same quality as the one at the store. I have no proof of that, of course. This company no longer represents quality to me, and I will not recommend it to anyone I care about.
     
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Posted by Alain on 2010-12-25:
You can drop them a note at: La-Z-Boy, Inc., 1284 N. Telegraph Rd., Monroe, MI 48162-3390 or call them at 734-242-1444.
Posted by djmccue320 on 2012-05-09:
Wish I read your review before I bought my latest recliners; I agree quality has gone down hill

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 a guy in Service and his boss (Operations Manager), I was told:
o I already received a $ 40.00 discount on delivery; I still paid $70.00 for delivery – actually that 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, the Ops Mgr 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!!
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Defective Product/Poor Customer Service
Posted by Clover on 08/03/2006
HYANNIS, MASSACHUSETTS -- I purchased a La-Z-Boy recliner from the Hyannis store in January, 2006. After only one month everyone who sat in the chair noticed that both arms were extremely loose. I called the store regarding the problem and a service person came to my home and "fixed" the loose arms with Gorilla Glue! Problem is, the arms were still loose after he left! I immediately called the store to ask for an exchange or refund but was passed from sales to cusomer service and back to sales again without any solution. After three days of calling the store trying to get a "person in authority" on the phone, I was denied an exchange or refund. The company does not stand by their products even if they're defective so BEWARE!
     
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Posted by Anonymous on 2006-08-03:
I have had La-z-Boy recliners for 18 years and have never had one to go wrong. They are wonderful recliners and never wear out!
Posted by Designercb on 2006-08-06:
I am the manager of a La-Z-Boy store in Michigan and I find this story outrageous...the only way we would not take back a chair after only "one" month is if it was clearance. This does not happen. I recommend talking directly to the salesperson who sold it to you...they got the commission, they should still be working for you!
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Poor quality
Posted by Maggie_95 on 01/16/2014
Warrantee purchased was useless. Going on 4 months and two broken chairs. 3 service call; parts ordered 2 times and now service call again; "coming to see what the warranty service company has done". NOTHING, LAZYBOY AND SERVICE COMPANY ARE USELESS. $1600 flushed

     
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Recline in Inferior Quality
Posted by Pat_martin3 on 08/19/2013
The 2 tiny dowel rods used to hold the chair to the rocker broke immediately. Then a spring broke in the seat. Then the recliner lever broke. I've seen children's toys made better. But La-z-boy says 'sorry' with no resolution. Next time I buy a chair, I'll go dumpster diving and find something better.
     
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Posted by azRider on 2013-08-20:
How long ago did you buy it before something broke and you called them? I'm not sure of the time frame here. you said two rods broke as soon as you got it, is that when you called them? checking the web site it seems that most parts are one year warranty and some are lifetime to the original owner when sold from an approved dealer. Labor you have to pay for after one year it sounds like. So did they say they would supply the part but you have to pay for labor?
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Product Not Worth Price, Time Or Energy.
Posted by Lshytle10 on 08/12/2013
CHARLOTTE, NORTH CAROLINA -- I have been waiting 4 years for my disability claim to be approved, so I would have the money for a well built chair, I have a back injury & I so wanted a recliner but wanted a name brand that I thought would stand behind their product. I have made such an enormous mistake here. You know those trucks on the side of the road that sell recliners, that is where this chair belongs along with my salesperson & the store manager.

When the chair is reclined the back pushes into the floor with such force a sheet of paper can't be shoved in there. Maintenance guy said higher base legs are optional so I would have to pay. I have only had the chair for a little over a month. The chair arms are already flat as is the seat. The whole frame is unstable & the footrest wobbles.
Please shop around before you even think about going into a Lazyboy Store. NO SERVICE AFTER THE SALE & UNCONCERNED MANAGER. THIS GUY HAD ME SHAKING I WAS SO MAD. HE COULD HAVE CARED LESS IF WE WERE DISSATISFIED. MY SALESPERSON HUGE, HUGE DISAPPOINTMENT.
     
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Posted by DebtorBasher on 2013-08-12:
Check out the Lift-Chairs. I got one for my Dad and it is very sturdy (very heavy)...and if you get a doctor to write a perscription for it, your Medicare will pay a portion of it. They paid about two or three hundred towards my Dad's. You also have optional features you can add to them. But, I would suggest one with more stuffing in the arms, because some of them have very little in them. But, either way, it's very much worth the price.
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