La-Z-Boy Incorporated - Page 2

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1.4 out of 5, based on 26 ratings and
63 reviews & complaints.
www.lazboy.com


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Big Reputation but Poor Quality and Service
Posted by on
Rating: 1/51
BOSTON, MASSACHUSETTS -- Showroom pieces very comfortable but what was actually delivered was of very poor quality and unusable.

Their recommended in-store interior designer, though very nice with good taste, came to my home but unable to measure correctly thus she ordered me a giant, over sized desk with hutch that was not functional not to mention proper size for the room.
It took me from august 8th to November 20th of 2013 for them to come and pick up that expensive, unusable desk that their designer assured me that it would fit all the needs of a desk/workstation.
Though the fault lied with designer's bad math they would not refund the desk cost without great effort on my part.

Tried to deal with them regarding the high end furniture that they touted to be so but turned out to be false claim as foam cushions compressed with very little use.
Could feel wood frame while sitting by the arm.
I ordered my stuffed pieces based on the comfort of how showroom pieces felt.
But only after furniture was delivered I was told that the show pieces were there to just give consumer idea of what it would look like and not what it would feel like. What???
their solution to my 2 month old squashed cushions was to send me same quality replacement cushions which of course compressed in short time as well.

Corporate was of no help.
I am stuck with these inferior quality pieces that the designer and salesman said would out live me.
I am a senior citizen on a fixed income and thought I would get quality if I put the money out for quality.

Fabric threads already starting to show wear after only about a year.
Buyer beware.
The 1400.00 dollar recliner's foot rest had to be replaced after7-8 months,
demonstrating that press wood does not hold up very long.

Read the rave reviews cautiously as consumer affairs told me that one can never be absolutely sure who actually writes them.

Hope you have better luck than myself.
Do you think Brooke Shields has these problems?
snafu by la-z-y boy once but never again.
     
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Paid $1500+ for 2 Leather Recliners They Looked Terrible Within 1 Year!
Posted by on
Rating: 1/51
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 Lazy 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 Lazy 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 Lazy Boy you will be sorry.
     
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madconsumer on 01/06/2014:
the reasons why leather dye fades is true to what they stated. I agree with the manager that your demand was a bit much.

what was the deal the manager worked out?
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Product Quality Way Poor and Service No Better
Posted by on
Rating: 1/51
DAYTON, OHIO -- This was our 6Th piece of Lazyboy furniture in 20 years for us. After 2 years the "New Lazyboy" sofa mechanism failed. The frame bent under regular adult usage. While still covered under their "lifetime parts warranty"; the authorized service was by prepaid fee only and at Lazyboy's convenience.

The Dayton Ohio Lazyboy Showcase would only provide service if we would wait until they were "in the area" and we prepaid for their travel time. Since we are only 5 miles from their location we were apparently waiting until they could charge multiple customers $130 for the same 15 minutes of travel. A single customer - portal to portal service call was not possible at any price. Double and triple billing are the ethical norm for Dayton Lazyboy.

6Th piece of Lazyboy .... wished we would have stopped at 5.
     
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Alain on 06/13/2012:
La-Z-Boy seems to have gone the way of many formerly respected brands and lowered customer service and the quality of their product. Thank you for your review, which along with other recent posts both here and on other consumer sites, would indicate that paying a premium for a La-Z-Boy may not be worth the price.
Nohandle on 06/13/2012:
This is not the first time this has come up on M3C's concerning La-Z-Boy. I recall when individuals would *save up* to purchase anything La-Z-Boy offered. The fabric/leather was guaranteed, mechanisms guaranteed and delivery included with the price. It's a shame in many cases their product now is no better than what can be purchased at any discount store for much less.
Alain on 06/13/2012:
It really is a shame, Nohandle, how brands that used to have a good reputation are no longer trustworthy.
Nohandle on 06/13/2012:
I hate it Alain because now many individuals will flock to estate sales, garage sales and the like just to purchase some *older* furniture. They will pay to have it reupholstered and often spend far more totally than something brand new would cost. They do it because of the workmanship and the pride once taken with furniture.
Alain on 06/13/2012:
I was happy to inherit some of my Grandparent's furniture because it was maintained in good shape and the workmanship is far better than what is made today, Nohandle. You're right about the estate sales. An old friend of mine used to frequent them and fix up old furniture and resell it at a profit to people that wanted nothing to do with the new stuff.
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So far not good sofa's
Posted by on
Rating: 1/51
SUGARLAND, TEXAS -- We bought two three seater sofa's from lazy boy, we were not happy with them as they were not filled properly or sewn properly, there was a tear on the underside of the sofa arm, material not tucked in properly on arm of sofa, we sat in them for several days and they looked old and tired after a week, we asked for a technician to come and look at them, he took photo's and went back and said there was nothing wrong with them, but they would repair the tear, l said no as l would not accept a repair on new sofa's........................l called the store, they said call customer service, they said called the store, so continued to call customer service and the manager being told they could do nothing for me, so l found comfert customer care, they also tried to tell me to call the store and the manager would deal with it, he refused and could do nothing, so called comfort customer care, they would get the production specialist to look over the photos and they passed the production specifications and could do no more for me, so, l went through the warranty with them and it was to suit them and not the customer.......

............................................................................................................................................l called Better Business Bureau and got them involved and continued to call both customer services until someone would do something for me. The problem is that the Lazy boy Gallery is a franchise and is operated by a company called Lebco Industries in Dallas (that was there customer care (joke) that l was calling and the comfort customer care was Lazy Boy customer care, but neither customer care were willing to help or do anything until l got BBB involved.

The good news is in the end they did come and uplift my two sofa's and l got a full refund, but this took from the 23rd February 2012 when we purchased them till delivery on 14th April till 30th May, we purchased them on 23rd February 2012, the motto is never give up, l called them everyday till l could get some kind of satisfaction after paying over $2,000 for very badly made sofa's
     
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trmn8r on 06/07/2012:
Yes! Excellent. This is an example of a case in which the BBB can help. That isn't always the true, but you never know unless you try.

I can see the store trying to saddle you with this garbage, and then you becoming stuck in no-man's land. Great work!
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ABSOLUTELY AWFUL - START TO FINISH - STAY AWAY!
Posted by on
Rating: 1/51
WHITE PLAINS, MICHIGAN -- I had emergency surgery July of 2011. The surgery left me with difficulty standing from a regular chair. I invested in two lift chairs. One chair for my home and one for my office at my business. I paid extra to have the heat and massage feature added to the chair at home. So far the chair at work feels fine, but the chair with the heat and the massage is extremely painful to sit in. There is a huge hard motor in the center of the seat. It feels like seating on a cinder block. The padding in the chair is cheap and does not provide adequate cushioning. I went through hell with customer service reps. to send someone out to address the problem. The technician came out and said he could feel the motor as well. A new seat had to be ordered. It took about 8 weeks for the new seat to be delivered. They put the new seat on. About a month later, the seat started to feel the same way. I called customer service again. They were very nasty. They told me they were not going to do anything else and that it was a comfort issue, not a defect. If I sit in this chair, it is causing another health issue with my tailbone. Whenever I try to sit in this chair, the nerves at the bottom of my spine go numb, until I get out of this chair. Customer service says that is not a defect, it is a comfort issue. That statement was so ignorant, even for them. Why would anyone buy a chair and not expect it to be comfortable, especially a recliner? I paid 2800.00 for the two recliners, now I can not use one of them because of this. The chair was only 3 months old when I first started having problems. Do yourself a favor and stay away from these people. The Quality, and price is horrible and so is their attitudes and lack of service.
     
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Alain on 05/11/2012:
You might find this link, http://michigan.gov/ag/0,4534,7-164-17331---,00.html , helpful in reporting this problem.
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Offgassing From Furniture
Posted by on
Rating: 4/51
I rec'd my new furniture on 12/17/2011, starting on 12/18/2011 I have had dizziness, I left my home for a week and the dizziness went away when I returned so did my dizziness. I moved across the country and left the furniture behind to "air" out some more and my dizziness went away, rec'd my furniture and within days of it being in my house my dizziness has returned. Anyone else experiencing this. Before I left AZ, I spoke with the mgr at the Flagstaff, AZ store and she said it should go away, :when they set up new displays, they leave the doors open because of the gasses being emitted". Just wondering if anyone else is having this problem.

Dizzy
     
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trmn8r on 03/05/2012:
Sounds like you are ultra sensitive to materials in the furniture, which is quite unfortunate.

The advice the CSR gave you is good - the furniture needs to be "aired out".
Venice09 on 03/06/2012:
Many years ago, one of my co-workers refurnished and redecorated her bedroom. She ended up sleeping on the couch because something in the finished bedroom was making her sick, and she couldn't pinpoint what it was. It's unsettling to think what's in fabrics and wood. Pressed wood is particularly dangerous because it contains formaldehyde.
Frank on 10/03/2012:
I'm going through the same thing. New furniture, and both my wife and I were wondering why we get dizzy,(of all things).
The only thing new is the furniture. Oh well.
tom on 10/18/2012:
New cloth recliner has same issue - some scent is bothersome. We are 5 days into purchase and now leave windows open to air out. We also have vacuumed chair to little effect. Now are covering the chair with towels when sitting in it. Helps some. Outgasing is a problem.
lynne zaref on 12/26/2013:
This is really scares me I won't go look at lazy boy. Since 2000 I have bought so much furniture fabric leather sofas 4 different sets between my son and myself bedroom furniture never experienced this.
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Lifetime Warranty Not Honored
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WEST HILLS, CALIFORNIA -- I purchased a Eldorado recliner from the Northridge, CA store to replace a five-year old recliner I wore out. After three years the chair needed repairs and all I had to do was drop it off at the store, pay for the labor, and the chair was fixed up great.

Now in December of 2011 I found out things changed drastically. LazyBoy not longer does repairs in stores and in 2010 they migrated to a new computer system. The store no longer has any record of my purchase in 2006 and no record of my service in 2010. I lost track of the receipt a long time ago. The manager at the store could have cared less. His entire attitude was "we don't handle service at the store anymore so don't bother me about service."

So I'm dealing with customer service over the phone and they tell me all I need is a tag off the bottom of the chair. Except of course the tag isn't there. My chair was made "for" lazy boy by an outside manufacturer. No, No says the service representative Lazy Boy makes everything. I send in photographs of the chair and a close up of a tag that says "made exclusively for Lazy Boy." So I finally get an email conceding that an outside company did make my style chair, but no promise to honor the lifetime warranty on parts.

What did I get in response to my last email, an automated response saying the customer care representative I've been dealing with is on vacation for three days.

I bought a recliner at Costco this morning. So long lazy boy. I'll keep after them to honor the warranty and then give the repaired chair to one of the younger ones in the family who needs furniture.

Lazy boy is not the company it once was in my opinion.
     
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At Your Service on 12/29/2011:
Good luck.
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Is 6 months Too long To Wait For a Pricey Picture?
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ORLAND PARK, ILLINOIS -- In March of 2010 I went to LazBoy in Orland Park, IL and purchased $6652.75 worth of furniture for my Living Room. I was told by the District Manager, who was in the store at the time that it is mandatory to have a designer come to my house and measure the doorway to make sure the furniture would fit through the door and the designer would also take pictures to show me a floor plan and give me decorating ideas too free of charge.

The Designer & District Manager showed up a few days later. They were polite and helpful. They suggested I order another chair to fill up the room. I took her advice and ordered the chair. I went to the store and worked with the designer who helped me pick out a picture. The picture is huge & will be the main focal point in the room. (if I ever get it) It is now SEPTEMBER 2010 6 MONTHS LATER AND I STILL DON'T have the picture. I am stuck on this room until I get that picture.

The Store Manager at the time I placed my order was so helpful & friendly, actually everybody in the store was helpful & friendly. She is one of the best Store Managers I have ever seen. She defiantly went above & beyond. She is now at another store.

The customer service at Lazboy Orland went south, its bad service now. When I call to get an update on the picture I get different answers. Some employees from the store say "I don't know what's going on with this picture, I will have the store manager call you back" So far he has never called back. When I get lucky and he's not busy when I call & I actually get to talk to the Manager, his answer is "Its on order, I don't know what day it will come in, sorry that's all I can tell you dude, its on order." Some Sales Assoc. in the store tell me what the manager said & some just don't know.

If you call the store and press 3 for customer service, it gives you a person that's not in the store and they have told me they don't handle pictures only furniture to call the store. BTW, what kind of Store Manager calls a customer dude over the phone? Both myself & spouse agree the manager is inconsiderate & just doesn't care. Is business that good again that you could afford to throw away your customers?

The store manager doesn't give a damn or seem to care when the customer will get there order, even if ts 6 months later. I asked him if anyone could call the Vendor? His answer no, that's not possible If its not possible to call the vendor, then how do you order items for your store?

I suppose these days its the customers job to call the suppliers/vendors and find out what's going on. The designer in the store that could help me & more than likely would know since she told me that when the picture comes in she will personally deliever it to me so it can be set just right and so we could decide on other pictures & the grandfather clock I wanted. She still works there, but is never there when I call. When I ask when she will be in, I am always given the wrong time, some Sales Assoc. won't give a time at all. I can understand that, but damn they could at least give her a message to call me or connect me to her voice mail. The picture probably did arrive and the designer forgot about it since its been so long.

Something fishy is going on in this store. They have made it pretty obvious they don't want my business. I knew something was messed up with the operation of this store on my 1st visit. The salesperson gave me a coupon that didn't start until the next day. We already knew what we wanted from shopping online, in order to use the coupon on our order the sales assoc. said we would have to come back the next day. We were the only customers in the store and they let us walk out even though we were paying more than half in cash.

I didn't intend for this to be so long. Overall they do have nice furniture, but if you want any kind of decorations, don't waste your time on them. Also expect to pay a fortune for delivery, they charge by the piece. Depending on what you order. 1 end table is $59 for delivery. If you want to pick it up yourself then they give you half off delivery. Other furniture stores in Orland Park, IL offer free delivery most of the time or $60 flat fee for everything.

     
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leet60 on 09/03/2010:
6 months is too long. The response you are getting from the store, especially considering the amount of money you spent is appalling.

Try contacting corporate here:
La-Z-Boy Corporate Office | Headquarters
1284 North Telegraph Road Monroe, MI 48162
(734)242-1444
Alain on 09/03/2010:
If you've all ready paid for the picture and they won't deliver it you can demand a refund. If you haven't paid for it, you may want to cancel the order and go to a art gallery or store that deals specifically deals in art. They may be able to find the picture you want or a similar one and deliver it to you in a timely manner. You are right, this La-Z-Boy store does not care about retaining your business.
Helpful on 09/03/2010:
This is absolutely horrible service. Too bad too, as it sounds like you started out with a pleasant experience. I'd agree wholeheartedly with Alain on this. One thing I didn't understand about your complaint, however, is that you state that they'll only charge you half of the delivery cost if you pick the item up yourself. Why would there be a delivery cost at all if you pick up an item yourself?
had_fin_enough on 09/04/2010:
The delivery is outrageous. The Sales person said delivery would be half off if we pick up because they still have to pay to have it shipped to their srore. The town it would be getting shipped from is not far from me & still they said I couldn't go there to pick it up. I did get a discount on the delivery, but only after walking out of the store. Sales person called me at home & said they couldn't change delivery prices. Finally I yelled at him and told him I'm want everything delivered for $59 or else I don't want it. Then the District manager called & my husband took over from there,
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Poor Customer Service
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CERRITOS, CALIFORNIA -- I purchased a recliner leather sofa and a leather recliner chair in 2008. Salesman told me the frame and mechanics were guaranteed for the life of the furniture. The chair has wood arms (I thought wood would hold upbetter than upholstered arms and I liked the look of it. A few months ago I noticed the wood finish on the arms of the chair was wearing off, weird ! A month of so after I saw this, I was out shopping for another chair, went to La-z boy. As I was talking with the sales clerk, I mentioned the problem with the chair. He walked me over to the Customer service desk and I explained the problem. The person looked up the date I purchased the items and said :It;s over a year old, guarantee doesn't apply" and walked away. I told her I was not happy as I paid over $3,000 for both pieces. She gave me the number of their Repair service. Called of course only a recording. I left a message. Got a call back - they left a message, over a year old no longer covered, they can't fix the arms but could replace the arms I would have to pay for it. I called back and again no live person to speak with. Left another message asking for someone to come out and look at it, as I did not understand how the finish could be wearing off. No response. I emailed the Better Business Bureau about the problem. BBB contacted the company, company sent them a letter stating the upholstery is only guaranteed for a year. I emailed back and said I am not complaining about the leather, but the wooden arms., At any rate BBB closed the case as the company told them I would accept their settlement - what settlement - they never responded to me. A friend of mine looked at the chair and he said it looks like the finish was painted on, not stained! That is why it is wearing off!

Boy Is there no reputable companies out there anymore who stand behind their product? That was a lot of $$$ for me to spend on 2 pieces of furniture but I thought GOOD QUALITY would last for a long time. I even wrote a letter to their home office but not even a reply from them. Buyer beware!
     
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JR in Orlando on 12/16/2009:
I would think a finish restorer could do the arms pretty easily. So as to limit the problem in the future, I would consider whether the person primarily using the chair has rings or bracelets which will tend to break the surface down, has a lot of perspiration, or sits wet drinks or napkins on these surfaces. Also, some wood furniture needs certain maintenance to keep it nice, not to say that you didn't, just for future consideration.
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Leather Recliner Not Keeping It's Dye
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Rating: 1/51
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 it's color. There furniture is junk and they do not stand behind their warranty.
     
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