BRANDON, FLORIDA -- I special ordered 2 swivel base rocker recliners. Waited 6 weeks for them to arrive. When they are delivered, one of them had a broken H-frame where the dowel joists was inserted into the wood. I was told that I would have to deal with it through the service department. I called the service dept. to learn they were closed for the day and would not be back with me until Monday. On Monday, the service department called to say they could be out to fix it on Thursday within a 4 hour window.
I work, and cannot afford to take off for 4 hours and wait around for service guys to show up and fix my broken brand new chair that I already spent 4 hours waiting to have delivered the previous week. So my husband took the morning and waited for them to show up. When the service guy showed up he had the wrong color H-frame. Do you think maybe this would have been noted somewhere on the form when they took the service call? Duh. So, he goes ahead and replaces the H-frame with a mismatched color, and tells my husband that he will have to go back to the warehouse and have them order the correct color and they will let us know when it comes in.
Fast forward 9 days, I am sitting at work when I get a call from the warehouse, asking me if I wanted to stay with that mismatched color or if I wanted to switch out the color for a new one, in which case they would need to order it. I informed the person on the phone that a new one should have already been ordered 9 days ago, upon the initial visit from the service guy who replaced the broken frame with one of a mismatched color.
Lots of flustered mumbling at the end of the line and long silences. Then an affirmation that "oh, yes, it will be ordered." And they will let me know when it comes in so I can plan to spend another 4 hour window waiting with bated breath to see what they show up with this time.
At this point, I am not very hopeful that the 2 chairs I purchased on Labor Day will be fixed and in good order by the time the winter holidays roll around. That's ok, because in addition to this post I intend to tell everyone I invite into my home for the holidays the long and tedious story of what a poor product La-Z-Boy produces and how inept the service department is and about the complete lack of customer service after the sale has been made.
Long story short: I will never, NEVER purchase another stick of furniture from La-Z-Boy again. And that is a shame because I was happy to be purchasing from an American manufacturer, but this is utterly ridiculous. You can, and should, do better than this!
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 after 7-8 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.
MIDDLETOWN, NEW YORK -- We purchased our sleeper sofa two yrs ago along with the Ultra Shield Premium protection for 5 yrs. Purchase was a leather sofa to be placed in our guest room/husband's work room. As such, we rarely go into this room and guests have only used this sofa twice. We recently found a slight tear on one of the cushions. My husband was unsure if he placed one of his work/equipment bags on the sofa. So... I called La-Z-Boy about the tear and they referred me to Ultra Shield. I left at least 4 messages, 1 email and finally heard back, 4 days later (mind you, you are supposed to notify them within 5 days).
They then proceeded to tell me they denied coverage - mind you, coverage was for ALL tears, stains, etc. They stated because I did not witness the event they couldn't cover it. Wow! I then called and spoke to Dan, Mgr in Middletown, NY location. He also told me there was nothing he could do. Again, I was blown away.
This sofa costs $2,500. We purchased this as a leather sofa with the condition we would receive coverage for any mishap. I don't understand why the terms "any tear, or any stain" doesn't apply here. I am dismayed that La-Z-Boy with such a well-respected establishment could not provide adequate service. Customers should be made aware.
We have purchased furniture from different vendors and was never treated like this. I even purchased an entire dining room set from Goldenarea Furniture and had a mishap with a little puppy gnawing the legs of the chairs and table - and you know what - it was ALL covered, no questions asked and free. That's is a model you should abide by.
DERBY -- We were told our furniture would arrive in 4-6 weeks. After more than 6 weeks we called and were told by a different representative that 6-8 weeks was standard. At about 7 1/2 weeks they called to set up delivery and didn't have Saturday availability for 10 days. We commented that we should have priority for the upcoming Saturday and this was accommodated. Everything was delivered but the floor-room tables were still loose and scratched which we had been promised would not be the case. (My husband ended up doing the repairs.)
One lamp was shattered and taken back by the delivery team. Now it has been 4 weeks and no word on the replacement lamp until I again called to find out the status. A representative said he would call me back the next day. 3 days later I got a call. At that time I was told it would be at least another week before the new lamp is delivered. So in all we have been waiting nearly 3 months to have everything in our home. They did remove the delivery fee which was nice. But overall they seem pretty uncaring about our frustrations. We had intended to buy furniture for a dining room and another living room but will most likely shop elsewhere now.
MENTOR, OHIO -- We purchased a La-Z- Boy "Rowan" model leather recliner, for a total of just over $1500. Upon delivery - three days later - the chair would not recline OR extend the footrest. Finally, the delivery guy managed to get it extended / reclined, and the footrest opened, but then the chair would not return to a closed position. He used tools to try and figure out what was wrong, unsuccessfully.
He called the distribution center, and I talked with a guy there, who wanted to re-ship another chair immediately, but we had seen enough. We refused delivery. We returned to the store that day, and cancelled the sale. We went to another store and bought another brand chair. They called back today, and agreed to credit our card. I feel like (after reading this webpage) we ducked a bullet.
PLEASANT HILL, CALIFORNIA -- We bought two recliners in October, 2012. We have had nothing but trouble with them. First, La-Z-Boy's warranty doesn't really mean much. They want to charge you $79 every time they do something about the defects. We were fortunate in one way; our chairs started falling apart immediately so they had a tough time trying to stick us with these charges. We made a deal with the service department that we wouldn't return the chairs if they agreed to fix them at no charge which they have done so far.
Another thing about their customer disservice; everything takes months. In many case you call and they send someone out 3 or 4 weeks later to "look" at the defect, then in another 3, 4, 5 weeks they actually come and fix it. They have been out 5 or 6 times over the bad fabric on the chairs; the fabric frays all over the chair. They have replaced parts on both chairs repeatedly. Now the mechanism has crapped out. They say they have a lifetime warranty on the mechanism. That may be true but, once again, they tried to stick us with a service charge to honor the warranty.
We reminded them about our agreement and they said they wouldn't charge us. Now we wait almost 3 weeks for them to come and "look" at the problem. This time it is more serious than just bad fabric as the chair is unusable. Obviously, make your own decision, but I wouldn't buy another La-Z-Boy product on a bet! **
KENNESAW, 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, Eric 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 David 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 the discount 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, he 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!!
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.
Warranties: Warranties are promises by a manufacturer, made to the consumer purchasing the manufacturer's product, that the product will serve the purpose for which it was designed. The Uniform Commercial Code is a law, adopted in some form in all states, that regulates sales transactions and specifically the three most common types of consumer warranties: express, merchantability, and fitness.
Merchantability and fitness warranties are both implied warranties, which are promises that arise by operation of law. A warranty of merchantability concerns the basic understanding that the product is fit to be purchased and used in the ordinary way—for instance, a lamp will provide light, a radio will pick up broadcast stations, and a refrigerator will keep food cold. A warranty of fitness concerns the consumer's purpose in purchasing a product, and allows the consumer to rely on the seller to offer goods only if they are suitable for that particular purpose.
For example, there may be a breach of the Implied Warranty of fitness if a salesperson knowingly sells a consumer software that is not designed for operation on the consumer's computer. For a breach-of-implied-warranty claim to be successful, the consumer must establish that an implied Warranty existed and was breached, that the breach harmed the consumer, that the consumer dealt with the party responsible for the implied warranty, and that the consumer notified the seller within a reasonable time. Implied warranties may be disclaimed by the seller if they are denied expressly and specifically at the time of the sale.
The Magnuson-Moss Warranty Act (15 U. S.C. A. § 2301 et seq.) is a federal law that requires sellers to explain, in easy-to-understand language, the terms of warranties that apply to written sales contracts for items costing $5 or more. Under this act, when a product fails to meet the standards promised by the warranty, the seller must repair it, replace it, or refund the purchase price.
Breach of warranty: A warranty is violated when the promise is broken; when goods are not as should be expected, at the time the sale occurs, whether or not the defect is apparent. The seller should honor the warranty by making a timely refund or a replacement. The date of delivery starts the time under the statute of limitations for starting a court complaint for breach of warranty if the seller refuses to honor the warranty.
This period is often overlooked where there is an "extended warranty" in which a seller or manufacturer contracts to provide the additional service of replacing or repairing goods that fail within the extended period. However, if the goods were defective at the time of sale, and the relevant statute of limitations has not expired, then existence or duration of any "extended warranty" is secondary: there was a breach of a primary warranty for which the seller may be liable.
It could be an unfair and deceptive business practice (a statutory type of fraud) to attempt to avoid liability for breach of a primary warranty by claiming expiration of the irrelevant extended warranty. A statute of limitations on a contract claim may be shorter (or longer) than that of a tort claim, and some breach of warranty cases are filed late and are characterized as a fraud or other related tort. Similarly, if the product fails prematurely, it may have been defective when it was sold and could then be returned for a refund or replacement. If the seller dishonors the warranty, then a contract claim can be started in court.
NEW CASTLE, DELAWARE -- If you are considering purchasing furniture from a LA-Z-Boy Furniture Gallery read the info below… As a perspective customer you may want to consider this info before making your next furniture purchase @ your local La-Z-Boy furniture gallery.
If you live in the North East region think twice or research before purchasing from a La-Z-Boy Furniture Gallery in Delaware, Pennsylvania, New Jersey, New York, Massachusetts, Rhode Island, Connecticut and New Hampshire. The North East Distribution Center located in New Castle, DE is sending what is thought by the consumer to be new furniture but, that is not always the case. There are items that have been in the warehouse for 3+ years that are being sent to consumers. There are also items that have been in a consumers home for a lengthy amount of time and returned to the warehouse, repaired or un-repaired and put back into stock inventory for another consumer to purchase.
The way a consumer can tell if there furniture is new or used is by referring to their law tag that should be on every piece of furniture leaving the distribution center. On the law tag there is an acknowledgement line item number that is 15 digits long. The first two numbers of the acknowledgement number is the year in which the furniture was produced (ex: 2009 would have 09*******-***-***).
Here is some additional info regarding the La-Z-Boy warranty that your sales person will not inform you of. The warranty is a limited lifetime warranty. Included is a 1 year labor warranty. The metal and wood pieces on the furniture are covered for a lifetime but only if you keep your original purchase receipt and only if the dealer still produces the metal or wood parts. The fabric/leather warranty is for 1 year but only if the dealer does not run out of that line of fabric/leather or if it has not been discontinued by the La-Z-Boy dealer. The warranty is only honored if La-Z-Boy reviews your furniture and agrees that there is a defect in the product.
An issue will arise if your furniture is not a new product. If you receive an old item portrayed as a new item and you need to refer to the warranty you may not be honored due to an expired acknowledgment number or unavailable product for repair. Certainly the consumer can protest this but, there is an inconvenience factor involved.
When you contact the customer service department for a warranty claim they will send a 3rd party technician to your home for an inspection and will report back to La-Z-Boy. If a part needs to be ordered the turn around time can be anywhere from 2 weeks to 5 months or more depending on if the part is already produced or if the part has to be made. You can also be in wait status only to find out the repair can't be done due to lack of part productivity. It is disturbing that companies are able to operate this way and that respectable individuals spending their hard earned money are at risks of falling victim to these kinds of circumstances.
For an elderly person looking to purchase a La-Z-Boy lift chair… don‘t. The chairs are defective & will only last at the most 6 months before something electrical goes wrong. Once this happens it is most of the time impossible for the company to detect where the issue is coming from & the chairs are sometimes never fixed. In closing, if you or someone you know has fallen victim to any of the above your quickest and best resolution would be to take legal action. I hope this information will be helpful to many perspective consumers & consumers.
TIMONIUM, MARYLAND -- On November 23, 2012 my wife and I purchased a Quinn model sofa and loveseat from the La-Z-Boy store in Towson, Maryland at a price of $2694.29. Since we have a cat, we also bought the 5-year Guardsman Fabric Protection Plan. About 1 1/2 years after buying the furniture, the loveseat began to sag in the middle and the deck fabric covering (that supports the sofa cushions) began to tear at the seam. My wife and I are normal weight and we do not have children. I later grabbed the front of the armrest of the sofa and was stuck by a protruding staple. I contacted the Guardsman Company and was told that manufacturer defects are not covered.
I then called La-Z-Boy customer service and was told that the furniture was beyond the 1-year warranty. The representative offered to ship out a new deck, but I would have to pay for the repair. We paid almost $2700.00 for (2) pieces of furniture, that was defective and of inferior quality. We also spent $219.98 for the Guardsman Protection Plan.
The quality of La-Z-Boy furniture has declined significantly. If you wish to pay a high price for inferior quality furniture buy from this company. Also, if you do decide to purchase from La-Z-Boy DO NOT buy the Guardsman Plan. It is pricey and virtually worthless. It is solely designed to put additional cash into the salesperson's pocket and increase the profitability of La-Z-Boy. My wife and I plan to make many more furniture purchases in the future. They will not be from this company. Sad to see the decline...
ROSEVILLE, CALIFORNIA -- We have had our loveseat recliner for about a year and half. I called the customer care center for help and was scheduled and appointment kept however when the repair guy arrived in his search (maybe 5 minutes) he unplug a wire from the right hand recliner seat which had been acting up and upon replugging the wire the seat worked fine. So he said, "Problem solved," and when I told him I was not satisfied with the answer he simply stated that that was all he could do for us.
For this service I paid $109.00 and on his parting shot he said if we have the problem within 90 days there would be on recharge on the next house call. Well we have had multiple reoccurrence and I called back and was told the charge would be another $109.00 because it was a call after 30 days. So not only is La-Z-Boy's recliner faulty, so are the people who do their servicing. I am off of La-Z-Boy from now on, I'd rather buy from Costco. At least there you can take the merchandise back, without the attitude of their customer service phone persons.