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.
PHOENIX, ARIZONA -- One must be careful when purchasing La-Z-Boy products as certain replacement parts have become impossible to come by. Unless you are adept at electronics and generally handy at mechanical repairs, I would stay away from these products.
In 2004, we purchased a power recliner/massage chair for my mother, a 92 year old disabled woman. The chair had been working fine until a few weeks ago, when the remote went out. When we called La-Z-Boy in Phoenix, we were told they were no longer manufacturing chair parts, as this chair had been discontinued some time after we purchased it. By a stroke of luck, one of the Cust. Svc. reps managed to find a hand wand in the shop and sold it to me for $120.
At first, it worked fine, but then a week later, the massage feature wasn't working properly. It would only stay on for a minute or so, then stop. The massage feature is designed to stay on for 30 mins. The representative I spoke to said the problem was probably due to another mechanical part and not the new hand wand we had just purchased, and that they were not able to get any parts at all! Even if he sent a repairman out, they would not be able to get any parts for this chair. The customer service reps I spoke to acted like we were just SOL and should just get over it. Needless to say, this didn't sit too well with me.
Additionally, I have spent hours searching the Net in vain looking for aftermarket parts for this product and haven't come up with anything. I've even contacted the La-Z-Boy manufacturer in Michigan and was told they no longer have suppliers for these parts. It seems each part is made by a different company; in our case, InSeat Solutions, LLC and Okin, whom I have also contacted. They were both unable to recommend a substitute manufacturer, and for some unexplained reason, neither company is doing business any longer with La-Z Boy.
My mother has become very fond of her chair and would love to continue using it. It's a shame that a megacorporation like La-Z-Boy doesn't take better care of its customers. The price of the chair which was purchased new was $1500. Not being able to find replacement parts is our biggest problem right now. I have even spoken to independent furniture repair shops who are absolutely incredulous that La-Z-Boy is no longer able to get parts for their customers. No one knows what to make of this. My bottom line at this point is La-Z-Boy should either come up with the parts we need or replace the chair altogether with a new one.
I bought my Father's Lazyboy recliner in 1973. Thirty years later, in 2003, I let it go, and I'm so sorry that I did. Although it had springs breaking, and fabric separating, it was as good and solid and comfortable as it ever was. Because it had been such a good piece, I replaced it with another La-Z-Boy recliner. It is the difference between night and day!
Ten years later this chair has a spring sticking out of the back of it, the fabric is completely worn through. The seat feels like sitting on a cardboard box. All of that super plush stuffing disintegrated, and now you can feel the wooden frame underneath. My best description of this La-Z-Boy chair... it's like a board with a rag thrown over it! After suffering a broken arm, I purchased a powered La-Z-Boy recliner for my Mother, at a cost of $850!. Four years later, after replacing the operation button for $200., the chair squeaks and rattles, and is loose from the chasis, and the sales people says it cannot be fixed!
In my lifetime I will NEVER buy another La-Z-Boy chair. I am shopping right now for a reclining love seat, and I will choose any brand other than La-Z-Boy or their "cloak" company England, which is supposed to be better because it's made in the U.S. Tell us La-Z-Boy... why isn't the original La-Z-Boy recliner made in the U.S.? You can turn a much better profit by manufacturing garbage in Mexico and then selling it in the U.S. as "quality", at greatly inflated prices. La-Z-Boy can burn in hell. Their company deserves to go under.
MANCHESTER, CONNECTICUT -- Beware of damage to your neck, back, shoulders and or arm (that comes on gradually) when PULLING UP the recliner's STICK-arm. BECAUSE OF THE REPETITIVE MOTION I ended up in the emergency room twice with serious pain. If you have cervical steno-sis or any problems at all with your neck or back stay away from La-Z-Boy recliners. Repetitive motion... getting up and down from the chair several times is dangerous it wears on your discs and can cause permanent damage! I notified customer service and they did nothing!!!! I need an electric recliner and was willing to pay for one at cost the company flat out refused to offer any type of help!
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. We're 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.
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!
COLUMBUS, OHIO -- The BBB (Better Business Bureau) has a rating of F for La-Z-Boy Furniture Galleries in Columbus, Ohio.
My 93 year old father purchased a leather La-Z-Boy recliner. Recently the leather began fading badly on the headrest. La-Z-Boy refuses to cover the chair under warranty. The chair cost nearly a $1,000 and the leather should not have faded in less than a year. La-Z-Boy claims we did not care for the chair properly.
The pamphlet we received with the chair states " Leather color stays vibrant. Each leather hide is completely immersed in dye until it penetrates all the way through to create a deep, rich color that will remain beautiful throughout the life of the leather". The same pamphlet also states "Leather is easy to care for. Ideal for any lifestyle, leather simply requires a mild dusting or wiping to keep it clean".
We followed the care instructions on the pamphlet. We feel my 93 year old father was taken advantage of and the chair is inherently defective. By the way, the 1 year warranty expires soon. La-Z-Boy (Lazy Boy, LazyBoy, lazy boy, lazyboy) does not stand behind the warranties on their overpriced chairs. Don't make the same mistake I made. Check out the BBB rating before making an expensive purchase.
SARASOTA, FLORIDA -- An extended warranty claim denied over phone December 17, 2009. Warranty sold with sofa delivered 1/16/06 by La-Z-Boy Furniture Galleries, Sarasota, FL. The Warranty is for 5 years. While vacuuming the sofa today, the fabric decomposed at four places on the seats, one on right and left and two in the middle. Claim denied because more than one cushion damaged. Warranty lists accidental tears, plural. When we bought the sofa, the sales person told us how great the warranties were. Well, don't bother as when you try to make a claim they look for ways to deny. I feel like this insurance is no better than most health insurance. DENY! DENY! DENY!
SPRINGFIELD, PENNSYLVANIA -- I purchased a La-Z-Boy recliner sofa about two years ago. Twelve months later the left side of the sofa will not retract (it is stuck in the reclined position. Upon purchase the sales lady informed me that the double reclining sofa had a lifetime warranty. When I called the service center they told me that this was not true. I had to file a compliant with the Better Business Bureau to get their attention. They finally agreed to repair this a no cost. Furthermore, they told me that this was a 'one-time favor'.
Now the right side of the sofa is stuck in the reclined position. This sofa if defective! The sofa repair person explained to me that this was cause by 'not reclining the sofa correctly.' Who would know that there is more than one way to recline a sofa. The problem is that the metal mechanical part of the sofa bends. To repair lots of parts must be ordered and the mechanics have to be rebuilt. I plan to contact the Better Business Bureau to have this repaired. Moral of this story, do not buy any La-Z-Boy products and do not believe the sales person about the quality of their products.