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53 Reviews & Complaints
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Poor Customer Service; Uncompromising To Fair Exchange Offer
Posted by Karol_71121 on 06/22/2008
PLEASANTON, CALIFORNIA -- Chenille Fabric - La-Z-BoyOn March 15, 2008, I ordered two, 3-piece couch sets from a La-Z-Boy store. We had negotiated a total sales price of $6,900. The six pieces arrived eight weeks later. I have been thrilled with half of my purchase: a 3-piece, red couch set. The other half of the order—a beige set with Chenille fabric—has been very disappointing and has been showing signs of wear after only two weeks of use.

Although unfortunate and disappointing, my issue is not the fact that the entire chair appears 3-4 shades lighter than the other two pieces (due to natural lighting variances within the room). My complaint is that the couch, which has contiguous lighting, shows shading variances in the most used areas. I noticed this “usage shading” within two weeks of delivery. The problem has continued to compound while I’ve worked with my La-Z-Boy sales representative and Customer Service over the past 6+ weeks. Currently, the couch shading/discoloration is increasingly pronounced because the raised texture of the fabric is flattening in high usage areas.

Historical facts: Two weeks after delivery, when I first brought this to the salesman’s attention, I did so in person and actually brought the couch back into the store. We both agreed that it had some shading discoloration. I contacted Customer Service who took pictures of the couch and later informed me that “the manufacturer states that this is normal use when sitting on this type of fabric”. If that is the case, then the sample swatches are absent of important, informational warnings! They should read: “Foam dry-clean only. Fabric will show uneven shading with usage, so best to place the furniture in a darkened room and away from natural sunlight.”

I have continued to contact my Sales Rep. twice per week for the past five weeks—either on the phone or in person. I have communicated my desired resolve of this issue as well. My salesman continues to exhibit poor customer service by not calling me with updates when he says he will; I have to call him back 3-4 days later. This lack of professional communication has only exasperated my frustration of the situation.

Due to the fact that I am so unhappy with my couch purchase, I have not even removed the tags from any of the three pieces. We have tried not to use the chair and loveseat so that they remain in “good as new” condition and don’t show the usage shading.

My proposed solution is this:

1. I have asked if the Pleasanton store would take the 3-piece set back into their floor inventory and let me re-order the same couch in a different fabric. In all fairness, I have even offered to pay a “re-stocking” fee of 10%-15% of my purchase price. The store will not entertain this proposed resolution.
2. As luck would have it, I’m sure that beige couch sets are the most popular color sold, so I can’t see any reason why La-Z-Boy wouldn’t be willing to process this “exchange” for me—especially since I had such a large, $6,900 order!

To reiterate and summarize: I feel that the Chenille fabric is showing excessive and unjustified usage shading; the areas used most are lighter in color than areas not used as frequently. I would like to exchange the set and re-order this couch set in a different fabric. I can’t imagine why my request would be denied given that: (1) the tags are still on all three pieces; (2) the chair and loveseat are in “like-new” condition; (3) the fabric is a neutral and popular color for re-sale purposes; and (4) I am even willing to pay a re-stocking fee.

     
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Product Quality Way Poor and Service No Better
Posted by WWWHALL on 06/11/2012
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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Posted by Alain on 2012-06-13:
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.
Posted by Nohandle on 2012-06-13:
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.
Posted by Alain on 2012-06-13:
It really is a shame, Nohandle, how brands that used to have a good reputation are no longer trustworthy.
Posted by Nohandle on 2012-06-13:
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.
Posted by Alain on 2012-06-13:
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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Worst Location to visit
Posted by Fyrcapt on 06/22/2010
PARAMUS, NEW JERSEY -- I have been an avid La-Z-Boy customer for some 25 years until I encountered one of the nastiest sales people for La-Z_Boy. My wife and I went to purchase a new recliner, as mine had seen better days. We went to our local La-Z-Boy location in Paramus, NJ. After being greeted pleasantly by one of the sales staff we found not one, but two recliners that we were interested in. We questioned about the availability, and the saleswoman walked away, we thought she was checking on the stock. After about five minutes a different woman approached and stated we could take the one with us, but the other would be delivered in 2 to 3 weeks. My wife stated that we were interested in "stock" items. The woman responded in an extremely nasty and demeaning tone "it is in stock in our warehouse in Maryland, what don't you understand?" When I cautioned the woman on her tone, and indicated that I wanted her name, she immediately walked away while stating that she was the "Manager" and added that she was calling the Police and wanted us to leave. We left and went to the local Bobs store and bought a new living room and bedroom set. I will never return to a La-Z-Boy store again!!!
     
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Beware of La-Z-Boy's special order services
Posted by Oilman58 on 03/24/2010
TYLER, TEXAS -- I purchased apprx. $9,000.00 worth of furniture from La-Z-Boy Gallery in Tyler, Tx. back in December 2009. I had to special order two sections of the sectional sofa that totaled about $1,600.00 just for those two pieces I had to pay for them upfront before they would order them and was told that it would take apprx. 2 months or less to receive them. It has been more than 3 months since that dau, and still not furniture. Each time we contact them to get an update, we get a different answer every time we talk to them and nothing has been true. We contacted them again today and were told that the items had been made, but were still sitting in China, waiting for them to fill a container before it could ship out, and we would have to wait at least another 4-6 weeks. When we said that we were tired of waiting and tired of all of the lies they have told us, and that we wanted a refund, we were told that there are no refunds for special order items, even if we never received them. I am sick and tired of the lies and excuses, and have contacted my attorney. Perhaps they will give him a different response once they receive a law suit. Consumers beware.......
     
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Posted by Walter on 2012-12-13:
I ordered my furniture Oct. 4th, 2012 and as of Dec. 12th I don't have it. I'm thinking of legal action myself.
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Poor customer service-sales practices
Posted by Sandi3264 on 02/16/2010
PINEVILLE, NORTH CAROLINA -- Please make sure that if you place on order for any La-Z-Boy furniture that you ask about all charges that they will bill you. I placed an order over the telephone to buy a wall-hugger recliner, asked whether they had the chair in their store, and was told yes. They needed a deposit, so I had them put it on my charge card and made arrangements to pick it up the next morning at the store. When I got to the store at 10:00 am the next morning the salesman told me that the chair was not at the store, that he would need to order it from the warehouse and would call me later in the day to tell me when they would have the chair for me to pick up. He called to tell me that it would be a week before I could pick up the chair at the store and that there would be an extra $20 fee. I had driven 1 and 1/2 hours and still did not have a chair and then they wanted to charge me an extra $20 for me to drive back a week later (meaning another 1 and 1/2 hour drive) to get the chair. When I tried to talk to the store manager I was told several stories as to why she was not available to talk to about my situation. I cancelled the sale. I just want to save others from this same scam.
     
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Posted by Alain on 2010-02-17:
What did they want to charge you $20 extra for?
Posted by sandi3264 on 2010-02-22:
The $20 was for shipping the chair from their warehouse to their store. I was not told about this charge in the first three conversations that I had with the salesperson, nor was it listed on my sales order. I was originally told that the chair was already in the store.
Posted by Anonymous on 2010-02-22:
Did the salesman try to sell you another chair since he knew he didn't have that chair in stock?
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Inferior Furniture
Posted by Imfurious on 04/30/2008
CALIFORNIA -- I purchased a sofa, loveseat and recliner from our local La-Z-Boy store last year. I had to special order all 3 pieces. The recliner's metal bar leaves deep indentations in the carpet when in the fully reclined position. Over time, the carpet will have holes in it. Lazyboy neither understands, nor cares about this situation. They refuse to do a thing about it.
I special ordered the sofa and loveseat in a napped fabric. They told me to expect delivery at the end of Sept 07, or first wk of Oct 07. I finally got all 3 pieces at the beginning of Nov 07. When I looked at the furniture, I couldn't believe what I was seeing!! The nap of the fabric had been laid in every direction, giving the furniture light and dark colors!! I could NOT get one person in the corporation to understand what the meaning of "napped" fabric was!! The furniture has visible flaws running thru it, the seams are coming apart, and when I removed the cushions to see what might be underneath, there was a hole in the fabric on the side of the furniture. The store has a lot of "fast talkers" who make all kinds of promises but never show up.
We spoke to at least 8 different employees, but none that ever resolved any of our problems.
I bought the furniture because I believed Lazyboy had a good reputation, but had I checked the internet before going to purchase, I would have NEVER made the mistake of purchasing from them.
We took them to small claims court, and to this day do not understand how we lost. The "pictures" they took for "proof" of how good the furniture looked were printed on a black and white printer!! You couldn't see the flaws in those pictures. When they saw the pictures I took (color) it was as though they didn't believe they were looking at the same furniture. They kept asking when I took the pictures and then began saying things like, 'well you've had the furniture for 6 months.' Yet, we had been trying to get them to do something for 6 months!! The stall tactics they use and lies they tell are unbelievable. It buys them enough time so that your "warranty" is running out and they don't have to do anything. They were insinuating that we had somehow damaged the furniture ourselves!! Like I upholstered my own furniture!! And, of course, who doesn't spend over $3,000.00 to then put holes in their furniture??? To this day, NO ONE has sat on the furniture and the tags are still on the furniture. We spent $3200.00 for all the furniture and the owner of the store had the gall to stand in court and say to the judge, "we're not a high end store, we're like Homedepot." Well, Homedepot refunds money of unsatisfied customers!! So, there is a world of difference between Lazyboy and Homedepot.
Buyer Beware. The salespeople are taught to "fast talk" and they do not show you any warranty BEFORE you buy from them. Be careful to read EVERY line of paperwork they make you sign, and especially refuse to accept the order if it comes with flaws and other obvious problems. Once it's in your home they will do NOTHING to help you!!
We have purchased so many lazyboy products in the past, but they are no longer the same company. Their quality is at best that of a flea market, and the upholstery job looks like it's done by elementary school children learning upholstery.
Don't get ripped off like I did, be careful!!
I wish someone would file a class action lawsuit against them!! I'd be the first to sign up!!
     
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Can't Get Service, Not Dependable, Go Elsewhere
Posted by Pzimmermann on 03/24/2014
We bought a power recliner for over $1000 4 years ago. The motor broke and the local store can't help.

I called the 800 number and got a "specialist" for $109 who can't fix anything. He didn't give us this magic "number"...he said they'll call us, but they didn't. When I called them, they won't get us the new motor (which will cost us hundreds of dollars) without this number that doesn't exist.

I call repeatedly, no help. I have to send them my bill of sale which doesn't have the number either. Two months later, I have a broke worthless recliner, no repair in sight. We ended up having to buy another recliner because my disabled husband needs it. GO ELSEWHERE For the money you can get so much better service elsewhere.
     
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Slow Delivery
Posted by Pearlysue41 on 03/16/2014
CLEARWATER, FLORIDA -- February 21, 2014 we purchased a LazyBoy recliner. Sales person said it would be delivered Feb. 27.

It is Now March 16, 2014 coming up on one month from purchase. Reasons given by store: Bad weather. Kept saying it would be delivered by a certain date and that date kept getting further and further from purchase date.

Supposedly recliner will get here March 17 and be delivered that week. I would have canceled the order earlier had the recliner not matched my husbands recliner and the room it would be in. Annoying also was the sales lady's insistence we purchase a warranty plan. Must have mentioned it 6 times or more. Then after all my calling the store for information on delivery, the last time we called sales lady thought I must not have been her customer. Even the secretary remember my name. We will never buy from Lazy Boy again.
If recliner is not here this week, it is most likely Costco will get our recliner business.
     
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Paid $1500+ for 2 Leather Recliners They Looked Terrible Within 1 Year!
Posted by Stancliff8659 on 01/06/2014
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 thru 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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Posted by madconsumer on 2014-01-06:
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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Lazy Boy Late in Refunding Check for Cancelled Order
Posted by Luebs on 08/05/2013
Bought a recliner on 7/18/2013 for $654.76. My check was cashed that day. I cancelled order two days later as was requested to do by Caroline, store manager, to give plenty of notification. Almost 3 weeks later and I still have not received my refund. She says request sent to wrong department. I assumed this was a good and reputable company. Am I wrong?
     
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