WICHITA, KANSAS -- After only two years the arms we were told were leather are now delaminating. Like leather can do that. La-Z-Boy used to be the best but every time I tell this leather failure story people have already heard it about La-Z-Boy. I am going to try and warn everyone I can about this defect and don't buy leather from La-Z-Boy. When I talked with the West Wichita store they gave me two phone numbers that were no help as it wasn't under warranty. So if you buy a chair from La-Z-Boy just plan on one good year with leather.
NEVADA -- I bought a chair and spent over $500.00 with fabric protection. Within 3 months the fabric started balling everywhere. I called customer service and they came out and shaved the chair. That's all! I also told the guy when he was at my house I wasn't happy with the quality either. You could feel the wood in the arms. He said he would pass on the information and said he would see what he could do. He said he would email me the complaint that he sends to corporate and they would contact me. I didn't hear or receive anything via email for 2 weeks so I called them.
They said it's not a manufacturing defect what I was complaining about so they couldn't do anything for me. They don't care!!! Substandard quality and service is a joke!!! Once they get your money, they could care less!!! Don't buy La-Z-Boy! Steer clear! Save your money!
GLEN ALLEN, VIRGINIA -- Dye from leather coming off arms of the recliner. Called and had to wait over 30 minutes to speak with someone. Finally got representative who advised me that our Ultra Shield warranty did not cover this. We would have to either pay over $100 for a representative to come by to check on the arm and then be billed if over 1 hour or we could order a very small bottle of the dye for approx. $30.00... We elected to have the dye sent to us. Purchased the chair in April 2013 no children here only husband sits in the chair...and it has no harsh treatment!!
I am so upset with La-Z-Boy and would have certainly purchased furniture from them in the future had their customer service been up to par. They have the worst customer service I have experienced. Even Walmart provides much, much better customer service... and you could tell the representative that I spoke with could have cared less about the service they were providing. If purchasing furniture I would suggest you select a company known for providing excellent customer service because you never know when you may need it!!
TOLEDO, OHIO -- We have owned several La-Z-Boy products over the years. Bought a new $1100.00 recliner 3 years ago. Never felt correct. You could recline it to a point it would roll all the way over. After 3 years one side collapsed. Found mechanism ripped through the low quality (OSB) board. I paid $1100.00 and after 3 years of use there three areas where the dye is faded from the leather and the cheap OSB board failed. For those who may not know OSB board is a very inexpensive sheet product used in home construction because it is cheaper than plywood. I never expected to find this in a $1100.00 chair.
Several tries to talk to Manager from store failed. Employee apologies for manager's failure to return calls does not get problem solved. I would highly recommend not purchasing anything La-Z-Boy. There are much better companies. I always thought La-Z-Boy equated to quality... Not anymore.
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? La-z 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".
FT. LAUDERDALE, FLORIDA -- Bought in August 2014 a $2000.00 recliner. It broke/collapsed to one side 17 months later. Was told at the time of purchase ANYTHING goes wrong they will fix it. Emailed them got no response. Called customer service and was told they would come out for $109.00. They're telling me I have to pay for their inattentiveness to quality of their product. Seriously, do they even know what customer service is or standing behind their product? My chair should last years before having problems not months. Will never buy from them again, especially, after seeing so many complaints from other websites.
FAIRFAX, VIRGINIA -- The chair I thought I was ordering was identical to the one I was sitting in on the show room floor; lots of options not explained by the sales rep, until you complain about the quality of the chair delivered. It only took four weeks for a response, four or five phone calls and several emails later. The chair is not as firm or as sturdy as the one in the showroom; apparently there are "upgrades" or a method to sell you a more expensive chair not on sale.
The chair I purchased was $1,400 with a useless 5-year warranty. Ticket **. Purchased at 10900 Fairfax Blvd, Fairfax, Virginia. I have requested four times to be removed from this sales list. I got ripped off on a poor quality chair and very poor non-responsive service. I will never buy another product from La-Z-Boy. Even sent a letters to your ad agency and your spokesperson; Brooke Shields.
So each time I receive one of these emails I will add the name of the person who sold me the chair, the name of the store and the sentence about poor quality, very poor service and email it to the now 1,536 names in my address book, the more than 2,200 emails (will add the address of the ad agency and Brooke Shields to each email sent) in my company address book and ask each of them to spread the word on the poor quality of the La-Z-Boy chairs and the very poor service from the Fairfax store. We don't need a permit to protest in Virginia or Fairfax County. So you keep sending these email, you are getting a lot of free publicity.
ALPHARETTA, GEORGIA -- My wife had part of her foot amputated and needs a powered recliner. Unfortunately I didn't do any research. I just went to La-Z-Boy and bought a top of the line recliner. About 8 months later it quit working. When I moved the chair there were a bunch of broken plastic parts under it. I tipped it over and found it hard to believe anyone would use plastic parts on the drive mechanism for a recliner. Every plastic part is broken. I took it back and told about my wife.
They told me it would be fixed in one week. I called them back after a week and they told me it will be at least another week to 10 day. They have 4 technicians working there and I may get my chair back in 3 weeks. If you are looking for GOOD recliner do yourself a favor and don't buy La-Z-Boy. The people are great but what used to be a good product is not worth owning.
ALBUQUERQUE, NEW MEXICO -- Purchased power recliner and extended warranty and 80.00 for delivery and set up. Chair was not set up correctly and that caused damage to the chair... they did fix it but it took over month and chair was making loud noise when extending the footrest. They sent representative out twice, both times it took weeks to get someone here and he claims it's normal... the way he treated our furniture was awful. Very abusive and manhandles it to the point nearly tossed him and the chair out. Know he was showing me how strong the chair is. But do it on someone else's chair, not MINE! That just paid 1500.00 dollars for.
After reporting this to the BBB am scheduled to have the big dawg out and that again is taking several weeks... am done, the chair is of poor quality. The material/workmanship of the padding is shifting and looking awful. The chair looks like it belongs in the dump... My wife has hospice coming, she is very sick and that is why we purchased the chair so I could sit/sleep next to her if needed.
Our pastor came out and used the chair and seen how loud it was and sent man out to fix it. That same day someone from the church came out and fixed the chair. He said it was poor assembly and they didn't wax the wooden rockers and the finish on the bottom rocker was sticking to the upper rocker that was bare wood and should have been waxed... it was not. He put wax on those two parts and it's working great... La-Z-Boy is very poor company and does not hold true to their warranty.
SAN JOSE, CALIFORNIA -- I purchased 2 recliners from the San Jose La-Z-Boy gallery on Stevens Creek Blvd. in San Jose, CA. I was on a business trip when they were delivered and installed. I came home 4 days after installation and sat in the family room recliner and the foot rest would not stay up after engaging the handle to its highest position. I called the next day and requested a new chair. Was told that the 3 day period for replacement had passed and that it was time to go into the endless loop of warranty service.
One technician came out and stated he couldn't figure out what was wrong but ordered some parts and 45 days later they arrived and I received a call for another service visit. A different technician shows up with the parts, does his own inspection and says he doesn't think this will fix the problem but installs the parts anyway.
He was right, problem still exists. He tells me the service center will call me to follow up. I ask him to write in his report that I am tired of dealing with a broken chair and that I want a new one. He claims he wrote this in his report. I call the service center after 3 weeks of not hearing from anyone and they tell me the service tech wrote that the problem was fixed. This chair is a lemon plain and simple and they and in no way making lemonade out of the situation. I feel like I have been dealing with the sleaziest of the sleaziest car salesmen.