LEXINGTON, KENTUCKY -- We bought the Devon sectional from La-Z-Boy 12/03/2014. One of the recliners was delivered with the material on the arm twisted and wrinkled. I called and a repairman came out and almost completely recovered the recliner. Now 10 months later one recliner has a board broken in the back, the pieces won't stay together, the corner piece sits lower than the rest of the sectional (repairman said the wrong legs were put on it), and the cushions have almost completely flattened. I want a refund, but La-Z-Boy just repairs and won't refund my money.
We are senior citizens on a fixed income and bought La-Z-Boy because we valued the quality of their furniture. We have bought from them throughout 46 years of marriage. Our new furniture hasn't held up for 10 months and we expected it to hold up for many years. We paid $2500 for this sectional because we thought we were buying a well made long lasting sectional. We bought La-Z-Boy because we trusted their quality. SHAME ON YOU La-Z-Boy. Shame on you for letting your customers down. La-Z-Boy no longer builds quality furniture. Poor materials, poor quality - La-Z-Boy broke my trust.
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.
EL CAJON, CALIFORNIA -- I purchased a swivel glider chair 6 years ago. It has broken 4 times. Their warranty policy does not allow for me to take it to the store for repair. They send a repairman, at my cost, to fix it at my house. They now charge $107 for each repair trip. So if the repairman can't fix it that day, you are charged for another service call. I could have purchased a less expensive chair at another store every 2 years for what it costs to fix this chair (bolts keep breaking). I will not purchase another product from La-Z-Boy nor will I recommend this manufacturer to anyone.
KENNELS AW, GEORGIA -- I bought a power lift chair from La-Z-Boy lift chair in Kennesaw, GA. It was from the clearance center. I was told by the salesman that since it was new it would be covered by the same factory warranty. Well about a year later it quit working! I called the store I bought it from and was told I bought it as is since I no longer have the sales slip! As it stands now I have a nice coat rack in the basement. I cannot believe I paid over a thousand dollars for a coat rack (I guess I should have got in writing by the sales person). Lesson learned.
The La-Z-Boy my parents and grandparents once owned no longer exist. I only wanted my chair fixed as my health requires it. The La-Z-Boy company should be ashamed of the themselves. The phone calls and mistreatment of customer service is uncalled for.
RANCHO CORDOVA, CALIFORNIA -- Bought full living room ($7K+). Sales representative told us we were sitting on 'memory foam' chair, so we ordered accordingly. When delivered, the chairs had memory foam but obviously what we sat on in the showroom did not. We complained and it cost us 'hostage money' to have the chairs replaced to what we expected. Reason - custom order. During the escalation process we learned of other inaccurate statements/promises made to us. The irony, the couch, table and area rug were bought sight unseen and we loved. The chairs were the only products we tried at the store. Don't trust what they promise.
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.