La-Z-Boy Incorporated Consumer Reviews - Page 3

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! **

MELBOURNE, FLORIDA -- We purchased a sofa from La-Z-Boy after having the design team at our home reviewing fabric and color. Made the choice, accepted delivery and less than a year later, the fabric was wearing. We had a representative come to the house who stated the fabric was defective and should not have worn so quickly. We went back to the store, wrote letters, sent pictures and advised them what their field representative had said about the fabric.

The store returned their verdict. "This is considered normal wear and tear and is not covered under the warranty." Then we found out that the store we shopped in was a franchise and La-Z-Boy had nothing to do with the decision... So, beware of purchasing from La-Z-Boy as we have advised many friends in person, emails, Facebook, etc, etc. We will never go back!!! Plenty of other reputable furniture stores to spend your money...

HENDERSON, NEVADA -- Today I visited the LAZYBOY at Galleria in HENDERSON NV. I needed assistance with a product dilemma that has persisted for 3.5 years and three service calls deep unresolved.

My intent was not to deride, sow discord or find fault, but to merely work the problem objectively with the only group that could help me, the provider.

I was met at the door by an older salesman. Being an elderly businessman owning a 43 year old company myself, I felt comfortable with another old school like my self.

This was the first stage of disappointment, where my old school salesman went millennial on me and rudely cut my intro short and stated the only help was a 1 800 number. I shared I was all to familiar with that scenario and may I speak to the manager.

I Spoke to the manager young Brian who was skittish as a colt at the prospect of having to deal with an issue and as I began to share my dilemma it was as if Deja Vu kicked in as I was immediately and rudely cut short as he stated he did not handle problems, that I would have to call customer service 1800 and appeal to them.
I expressed my disappointment to him, that a long time customer of 30 years could find such a hopeless disconnect between sales and service.

LAZYBOY is not the company I knew as a trusted old school furniture solution. It is no wonder Amazon is so successful when the sales to service relationship becomes a road kill philosophy.

There other more amenable solutions for furniture and I recommend research.
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PLYMOUTH, MASSACHUSETTS -- A series of mis-steps: Placed order & paid in full several weeks before delivery. Rug selected when order was placed, to go with living room set, was not delivered. Was told on delivery day that it could not be obtained. Waited for all pieces 12 weeks & no one told me that earlier or when I paid in full. Warranty offered, through outside company, was a sham & lie. Small cut in leather sofa was denied for repair. They called it an abrasion, it was clearly a cut.

About 2 months after delivery we obtained a rug for the living room & when they moved the sofa, we found a pile of fine powdered shavings. Notified La-Z-Boy to investigate & resolve what caused the grinding: after a call & follow up letter, no one has ever contacted us. We will never do business with them & steer anyone we know away as well.

Just to let people know that La-Z-Boy chairs that come with a "Lifetime Warranty" is really a 7 year warranty. The salesman trumpeted the lifetime warranty to me when I bought 2 chairs. Well 8 years later and the leg extension on 1 chair fell apart. Told the store where I bought it (Leon's in Peterborough Ont.) and asked them when they or authorized repair facility could fix. That's when I was told that the "lifetime warranty" means the average lifetime of furniture, which apparently is 7 years... Like who the hell knows that!!! So when La-Z-Boy advertises a lifetime warranty on their products... It's B.S. Talk about MISLEADING ADVERTISING.

PENNSYLVANIA -- Within a few months, noticed that the foot pad fabric split and that the coating was wearing off the seams. Notified customer service and they replaced the pad and gave us a solution to apply to the seams. The solution lasts for a short time and needs to be reapplied frequently. Called to complain and they sent out another bottle of solution.

Spent over $3K on the sofa and it's a piece of junk. The cushioning is beginning to sag — we had purchased insurance but none of these issues are covered. So far I have been able to steer several folks away from this company — they were once a quality operation but have succumbed to mediocrity. We purchase another unit for our family room from another furniture store and that has seen a lot of use without the same issues. My wife went with La-Z-Boy since this unit was in a room where visitors were entertained. In the end this company has proved to be a bunch of misleading lazy boys and don't waste your hard earned $$$ here. It's junk!

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.