SUGARLAND, TEXAS -- We bought two three seater sofa from La-Z-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.
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 comfort 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 La-Z-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 La-Z-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 sofas 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 sofas.
WEST SACRAMENTO, CALIFORNIA -- In late December 2013 bought a leather chair from La-Z-Boy $1834.00. The store was good sized and very under staffed. After paying for the chair, there was no one available to put the chair in my SUV. One female sales clerk, my daughter and myself had to carry the chair out to the SUV and lift it into the back. This should have been a red flag. We took good care of the chair, using only high quality leather products.
In early March my husband noticed flaking of the leather on the seat cushion. The leather is actually breaking down leaving a discoloration on the cushion. I called the West Sacto store and spoke with a sales person. She was not interested in my problem. She just asked me if I got the extended warranty. Why would a $1800.00 chair need a extended warranty? It was not like the chair cost $500.00. She was rather distant about the whole thing. She said I would need to talk to customer service. I next called customer service. Five minute wait for them to answer the call.
I spoke with **, she took all my info and then put me on hold for 15 minutes. When she came back she told me the chair was no longer on warranty. She said I would have to pay to ship the chair and pay for the labor charges and pay for the parts. What kind of quality control do they have at La-Z-Boy? She was not interested in my problem. I told her that the chair and ottoman cost $2500.00 and that we are retired and expected the set to last for many years. She merely repeated it was not on warranty. She said she could recommend a leather repair specialist. I will never buy another piece of furniture from Lazy Boy.
I could not recommend anyone buy from La-Z-Boy. You would not like the experience and you can kiss your money goodbye. These people know they are selling questionable products at expensive prices. This is more like Ikea furniture but, you are paying top dollar. At least at Ikea you know what you are getting. It is apparent to me that the whole company acts like used car dealers. I feel I have been ripped off. The final straw was when the ottoman came (three weeks late) and they unloaded the ottoman and on the bottom was printed Made in China. So much for an American made product. Never again, La-Z-Boy.
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!
DAYTON, OHIO -- This was our 6th piece of La-Z-Boy furniture in 20 years for us. After 2 years the "New La-Z-Boy" 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 La-Z-Boy's convenience.
The Dayton Ohio La-Z-Boy 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 La-Z-Boy. 6th piece of La-Z-Boy... wished we would have stopped at 5.
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.
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.
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. La-Z-Boy 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" La-Z-Boy by an outside manufacturer. No, No says the service representative La-Z-Boy makes everything. I send in photographs of the chair and a close up of a tag that says "made exclusively for La-Z-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 La-Z-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. La-Z-Boy is not the company it once was in my opinion.
CHERRY HILL, NEW JERSEY -- On 1/14(Friday) I purchased furniture. On 1/15(sat), I went to the La-Z-Boy store in Cherry Hill, NJ for a refund due to I changed my mind. The terms and conditions state they will refund what was paid as long as it was within 3 days of placing the order. On 1/15, the sales associate stated that the computer systems do not work over the weekend and they could not do anything until Tuesday 1/18 due to the MLK holiday. On 1/15 I was told to come back on Sunday, they were very busy on the floor.
On 1/16 Sunday (open for MLK sale) I went back to the store, the manager told me that it would be very difficult to get my money back due to it had to come from corporate and said I should pick something else out. So I did. I picked out furniture that was about $500 less. I asked the store if I could have my remaining $500 as a refund, they told me that they were unable to do this as I made an exchange. When reading their terms of condition that is true when you already receive the product and send it back.
When I asked what was the 3 day exchange or refund printed for if they don't allow it, then they said, they should have charged me a fee for exchanged merchandise, but I never received any merchandise. In fact I cancelled my order within 24 hours. Their computer system doesn't allow them to cancel anything on a weekend. I told them, it was not my problem. It is now 3 weeks. I never received a refund, nor did I receive my furniture they said would take 2 weeks. If you buy from here, do NOT pay in full and do NOT every buy on a FRIDAY in case you change your mind.
ORLAND PARK, ILLINOIS -- In March of 2010 I went to La-Z-Boy 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 La-Z-Boy 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 it's 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 deliver 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.
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 up better 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!