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.
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.
SACRAMENTO, CALIFORNIA -- We just this PM took delivery of a new chair for my wife. But it's not going to work. After sitting in the chair for about 25 minutes, she had to get up because she was in extreme pain. When my wife called the local "Furnishings consultant", she was no help at all... She stated several times that she could do nothing, told us to contact Comfort Care.
I had already emailed the "Consultant" letting her know the problem and requesting a return on the chair, either for refund or store credit. We bought this chair because my wife is going into hospital for cancer surgery, needed a chair that would assist her reclining and sitting up. We paid $1193.46 for this chair, expect better service than this. Are all those reviews online correct? Does La-Z-Boy care only for money you can make, nothing for serving your customers?
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".
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.
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.