REDDING, CALIFORNIA -- Purchased a leather recliner on May 2010, including the extended warranty. In November 2010 noticed the leather was fading. Went into the store talked to the consultant there. Told her my problem, she told me to wait and see how bad it would get as I had the extended warranty and not to worry. I have been dealing with this problem and have faxed pictures and wrote letters with no answer from the company.
Now they finally call me today October 27, 2014 and tell me they are not responsible. Even though my warranty is still covered until May of 2015 they told me I would have to pay for the solution myself. I have other leather couches in my family room that I purchased from another company in 1999 and the leather is still like new and retains its color. Their furniture is junk and they do not stand behind their warranty.
ALEXANDRIA, VIRGINIA -- I purchased a La-Z-Boy rocker/recliner on April 22nd, 2012. It broke on May 26, 2014 and I reported it the next day, May 27th 2014. I was told a replacement part would be sent to me in 10-14 business days and then I should call to schedule a technician visit. After 15 business days, I had still not received the part so I called to follow up. I was told the part was on backorder and would not be available until August at the earliest.
Facing two months without a $1300 piece of furniture, I requested the chair be replaced since the warranty text itself refers to "repair, replacement or substitution only at La-Z-Boy's sole discretion..." Apparently 2+ months without a usable piece of furniture doesn't warrant consideration for replacement. I had been considering and researching a La-Z-Boy sectional sofa to replace my current sofa, but have no intention of doing business with them again if a two month wait for repairs is standard and acceptable under their warranty.
SACRAMENTO, CALIFORNIA -- I started with one recliner that after constantly having to have cushions replaced due to the mechanism making holes in it & they kept breaking down within 3 months the company decided I should get a different chair. Great I do that & like the first chair I pay extra for added spring for support & once again they want me to pay for another fabric warranty & pick up & delivery which I refused to pay for since it was there idea I replace the piece they deemed defective. I won that round. The second chair came with huge gaps between the back of the chair & seat so your fanny fell into a hole & the padding & cushioning was far less than the show room model.
Went to the showroom immediately to complain & was told wait a while you have a year. This got worse quickly, I had to pay $70.00 to have a tech come out & tell me the chair was not made correctly, however it could be fixed. The next thing I hear is the chair (Todd Oldham design) was discontinued because they were badly designed so they could not repair it. I was told go pick out yet another chair.
Did that & again paid for springs & when it came in I was asked to come to the service department to make sure the springs were in correctly. First thing was the fabric the sales person said was the correct fabric for this chair had a np on it & the cushion was not only badly made the nap was running from side to side & not from front to back so it looked like a totally different color. So much for quality control.
Now the chair will not recline unless you have someone pushing the back down due to the "correct type of fabric" was keeping the chair from freely reclining. What is the point of buying a recliner that does not recline. After refusing to accept the chair the factory representative finally shows up & says it is made to specs, great it's made to specs but does not work. This took over 4 months for them to determine. I called them twice a week every week to complain & demand a full refund. They tried stall tactics but after I threatened them with legal action & threatening to call the TV stations, consumers affairs dept & the BBB I got a full refund it only took me 3 years but
I did get it. It is a shame that a person has to go through all this mess to be told we no longer put springs in our furniture & we no longer use the good foam for our cushions & the now high density foam cushions you are being charged an arm & leg for is really an 1/8" piece of what they call high density foam over the super cheap crappy foam they now use. RUN AWAY FROM THIS COMPANY - DO NOT BUY A THING FROM THEM IT IS ALL JUNK & WAY OVER PRICED FOR WHAT YOU GET.
LATHAM, NEW YORK -- I will never buy from La-Z-Boy chair company again and I certainly have every intention of letting everybody know that. I went to a sales representative a week later and spoke with her about the quality of the chair and how I was disappointed and that I would like to exchange it for a better chair and her answer was, "I am sorry. I cannot help you with this unfortunately." Enough said.
We purchased a La-Z-boy sectional recliner about a year ago and have been completely dissatisfied with it. We found that the fabric is either too loose or too tight in certain seating areas making it very uncomfortable. The locking mechanisms to hold 2 sections together are constantly pulling apart and we have trouble closing the recliner sometimes. I have had La-Z-Boy recliners and sofas in the past and have loved them for comfort and longevity but we will never buy another one.
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, ** 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: 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. The two chairs cost me over $1,500.00.
Also, they ‘kindly' waived the labor charge for this out of warranty repair and only charged me $70.00 for the trip charge. I still paid $70.00 out of pocket for the repair. 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.
BUFORD, GEORGIA -- We bought 2 leather recliners a leather sofa and two tables a total of around 6,000.00 in January 2011. We paid for an extra $220.00 for the elite care for the leather and anything that could go wrong with the furniture. That is for 5 years. You get one year from La-Z-Boy. In one year the top of my husband chair had started to turn from a dark brown to a mustard yellow and is very hard.
We called La-Z-Boy Customer Service who told us we would have to go through Guardsman. Guardsman would not even come out and look at it, they told us that oils from a person body could change the color of the leather and they would not cover that but if your cat peed on it they would. So we called Customer Care, I told them that now my chair had started to turn the same color on the back. They ask us to send in pictures. We immediately got the an answer of they could not do anything about it because it could be from dust or sunlight, really. They were just coming up with whatever they could.
Finally I was told they could not do anything anyway I would have to call the store we bought it from. I called and spoke to the sales manager by this time it has been a year we have been going back and forth and we are really upset our expensive furniture is very embarrassing. Now he wants pictures we sent them 5 times, to the Mall of Georgia store and ask him to let us know when he received them, he never called. We took a copy to the store two weeks went by, my husband called several times and he was always busy and would not call back.
The final call my husband told the girl that he would like to leave a message that our next step is to get the local TV station to come and see our chairs and, tell them our story and have them come and talk to him about our situation. He immediately called back and told my husband that he had worked something really nice out for us but he did not work well with threats and did not appreciate my husband, leaving that message, with his employee. I know he did not even look at those pictures, he was not going to do anything. When my husband ask him exactly what was he going to do he hung up on him.
We will be going to small claims court I can't just throw away 1500 dollars. I also will call the department of consumer affairs, the Attorney Generals Office, and whoever I need to and maybe I will contact, a couple of my friends that do work at the local TV stations to see who can help us get the word out. Do not buy from La-Z-Boy you will be sorry.
ALBUQUERQUE, NM, NEW MEXICO -- Bait and Switch and attempted theft!!! BEWARE all Veterans and residents of NM: if your delivered furniture has no warranty tags attached to your furniture at the time of delivery, it is USED furniture, and is a showroom model that should have been heavily discounted and sold as a clearance item. According to the terms in the back of their invoice, “Backroom” labeled furniture is used furniture and NOT covered under the La-z-Boy 1-year warranty!
Close your business and move out of Albuquerque, we don't need anymore shady business people in New Mexico. You harmed a Vietnam Veteran and La-z-Boy has been reported to the Better Business Bureau (BBB). We noted there are other, unresolved complaints listed with the BBB, and La-z-Boy has a “0” trust rating.
A salesman named ** sold us BRAND NEW leather chairs at the 5004 San Mateo NE location. What was delivered was one new chair and one very used, discolored chair. We tried to resolve this with them by phone. ** excuse is the chair in question had been "returned to the warehouse". He refused to confess the chair was used, a floor model or some other issue accounted for the serious wear and tear on the item.
This is bait and switch and is simply an attempted fraud, which they refused to correct. Then if this wasn't enough, and after promising us a full refund, they sent delivery guys out to pick up the used chair and the one new chair and tried to collect a delivery fee of almost $100 with tax for returning their bait and switch products back to the warehouse!
Long story short is DO NOT DO BUSINESS with these people, they are crooked and now the Police Department knows about it. Not only did they try to rob us with giving us used goods, they tried to steal money off the return credit to a credit card. The end result is ALBUQUERQUE POLICE REPORT# **. That's right, and if La-z-Boy doesn't like that then have your lawyer call me, we have tapes, photos and documentation to take you in front of the judge if necessary, and we are mad enough to do it.
La-z-Boy advertised 10 – 40% off new furniture, but the Store Manager refused to discount the used chair as a clearance item, when we brought it to his attention. If I wanted used furniture without a warranty, I would have purchased the chairs on Craigslist. You ruined our holiday season, our first one in NM, and now the word of mouth is going to travel fast. We stand by this complaint and its not going away, no matter what you do.
WILKES-BARRE, PENNSYLVANIA -- I purchased a sectional recliner for my parents who are in their 70's and do not have all their faculties. I paid for the product upfront before delivery. The product was delivered to my parents house who let the delivery guy set up the sectional and they signed the paperwork acknowledging acceptance although they NEVER tried the product nor were they showed how the recliners worked.
A day later they tried using the 2 recliners and they did not work. One did not open fully and had to be pulled open by hand and the other did open but fell down when you put your feet on it. Also the 4 pieces did NOT connect, as they were placed next to one another without being attached. I called the company 2 days later to inform them of the problem. I was told since my parents singed the acceptance paperwork all they could do was to try to repair the product. A service tech came a week later and could NOT repair the recliners nor could he attach the sections because the pieces were not aligned properly.
I spoke to him via the telephone as live in another sate and he said" a new couch should be delivered" as he could not fix this one. The service tech delivered his paperwork to his boss and I now find that they want to order attachment pieces to re drill holes in the couch to make the pieces connect. Also there was NO indication on how they were going to fix the recliners. I told the service department that I wanted a new couch delivered as this one was defective from the start.
I was told two disparaging comments from ** from the service department. The first was" my parents need to be educated on how to use the product" the second was that"our store policy is not to replace the product but to repair it" Well when you deliver a product that does not work and you take advantage of OLD PEOPLE who are trusting I find this disgusting and am very irate. I told Lazy boy that they could come and pick up this couch and I wanted a full refund. They told me NO that they would not do such and they would try and repair it again.
I told them that I am going to cancel the charge on my credit card since the product delivered and totally defective. I was told by ** in customer service that she would reject my charge back when the credit card company called and said it was doing this out of "SPITE". NEVER EVER buy a product from this company. Check all the other complaints about them.
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.