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La-Z-Boy Incorporated - Page 3

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1.3 out of 5, based on 21 ratings and
58 reviews & complaints.
www.lazboy.com


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Repair on Recliner
Posted by on
Rating: 2/51
COSTA MESA, CALIFORNIA -- Chair is 1year 4 mths old and has same problem from first repair. Will not recline again do to a bad transformer that was replaced 5 mths after purchase. Motor sounds like it is draining battery when you try to recline, problem is not run by battery but by wall outlet. First time tech had to order part to be delivered to my home, then had to call again for another tech call 4-5 days later. Called on 12-24-12 tech came on 12-28-12 to look at chair then say I don't have transformer so has to order one again. Now I have to wait 5-7 days for part to come in then call for another tech to show up in probably 3-4 days more. Why don't techs have the parts to fix chairs instead of Oh I just used the last one I had(for the second time) for same repair. Called their customer care and store but got their rehearsed line of techs don't know what part they need until they get there. But sure know I don't have part so we have order to fix it. Also person on phone at store tells me well they are really getting it out fast, most of the time it takes 4 weeks or more. Guess 9-12 days is a bargain to fix same problem. Not happy with their service or techs not having enough parts to do their job when they go on a job.
     
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trmn8r on 2012-12-29:
I understand your frustration, and on the surface it sounds like a great idea to have such parts on the truck.

However, what they told you does indeed sound like the "standard" line - that they don't know what part is needed until they test the chair. A lot of service techs have to return with parts - they don't seem to be equipped with much other than tools. You would think they stock something in those trucks, but I don't know what it is.
At Your Service on 2012-12-29:
Having every part ever produced for every product possible to be serviced just isn't logistical.
hpangee on 2012-12-29:
Not asking for every part just the most critical ones,in this case same problem same story have to order part.Could it be that they have a problem with transformers that they use all of them?Both times was transformer they had to order not some minor part.Must be a problem with them if they have to use all them they have on truck.
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Poor Customer Service!
Posted by on
Rating: 1/51
SANTA ROSA, CALIFORNIA -- We purchased a leather sleeper with an upgraded mattress, the sleep air mattress. We waited the expected wait time 8-10 weeks and picked up the purchase ourselves. We have a narrow driveway and some extra large trucks have trouble getting through and the salesman did not know what kind of trucks they have for delivery. Upon picking up the couch we talked with the warehouse person who showed us the trucks that would definitely fit in our driveway and we wished we had paid the delovery fee. Anyway, we got the couch and opened up the sleeper to find the standard sleeper mattress. We called the salesman who forgot to write the order with the upgraded mattress and proceeded to tell me he would reorder the correct mattress that we paid extra for and that would take 10 weeks.

Oh and don't sleep on the mattress or unwrap it or we can't take it back. What?!? Really? We have company coming. We go and buy an air mattress for relatives that were coming frustrated we can't use our new sleeper. About 8 weeks later our new mattress is here and the warehouse is refusing to deliver unless we pay $75 for delivery. We would normally pay but the principle is the lack of customer service! We have waited 18 weeks now and they should go out of their way to compensate us for their mistake and deliver the mattress-free! Will not ever buy furniture from them again and will be sure to spread my story!
     
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Alain on 2012-06-28:
Sounds like a miserable mess. Thanks for sharing your experience so other consumers can avoid this type of treatment.
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No Fabric from Mills
Posted by on
Rating: 1/51
PORTSMOUTH, OHIO -- I placed my order for a sectional on March 13, 2012 and I was told it would take 6-8 weeks for it to be completed and shipped. Its been almost three months and I still don't have my sectional. First its because they were out of the fabric at the mills and then one piece was finished and shipped to the furniture store where I purchased the sectional but I'm still waiting for the last two pieces. When I contacted La-z-boy they informed me that it could be another month because yet again they are out of fabric. Correct me if I'm wrong but since the fabric isn't coming off the same bolt my sectional could be two different colors. How can you have just enough fabric to do one part of the sectional but then run out and not have enough to finish? I will never purchase from La-Z-Boy again. This has been frustrating and unacceptable behavior from a major furniture store.
     
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Alain on 2012-06-02:
If nothing else, this would indicate that La-z-boy has a big problem with their planning and suppliers. I think that the colour in fabric these days is fairly consistent so when you get your furniture there may be no noticeable difference in the shade. Hopefully.
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Sectional sofa
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Rating: 1/51
PEORIA - ARROWHEAD, ARIZONA -- Purchased a sofa sectional at the Arrowhead store in Peoria, AZ. Two pieces of the sectional did not fit together so that there was a huge V-shaped gap between the two parts of the sectional. La-Z-Boy did absolutely nothing but come to my home and tell me there was nothing they could do that it was "okay" to have a gap between the sections. Called an upholsterer who told me the seat cushions were made wrong and that's why the couch didn't fit together. Called the manager, called the local TV station, called the newspaper; the manager of the store would not even try to fix the problem. Corporate office says stores are owned individually and they have no say. I guess they don't stand behind their name either. Will never buy anything from La-Z-Boy again.
     
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trmn8r on 2012-05-27:
Tough story. Thanks for posting so others can see how horrendously poor the customer service (and quality) can be.

(I am assuming this is a very noticeable vee)
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Very Disappointed in My Living Room Furniture
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Rating: 2/51
RALEIGH, NORTH CAROLINA -- Paid $3000, had furniture for 2 weeks when the material started to get deep wrinkles in it. Stuffing in seats is crumpled and bumpy. Opened up a ticket with service center. Rep came out and took pics. Didin't get a call for over 6 weeks so I called them back. Was told my problem was a charactistic of the material. I'm embarrasssed to tell people this is new furniture. It looks like it's 15 year old furniture. Lazyboy is WAY overpriced and the furniture is not good. I will never buy anything from Lazyboy again and will tell as many people as I can about my experience to keep as many people as I can from buying from Lazyboy. I am very unhappy. DO NOT BUY FURNITURE FROM LAZYBOY.
     
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Alain on 2012-04-22:
There have been an increasing number of complaints about Lazy Boy furniture's quality and customer service both here and on other sites. It looks like paying a premium price doesn't get a quality product anymore.
Nohandle on 2012-04-22:
Unfortunately too many of these *old names* have lost their credibility because of the unhappy customers now. I recall when Lazy-Boy was the only place anyone wanted to purchase a recliner from. A premium price was paid but the customer knew the chair would last. I guess it's wanting to compete with others but they were the top of the line and individuals expected to pay a higher price.

Ethan Allen is the same way now. Pay a premium price and the quality is usually no better than the rest. It's a shame because people would save to purchase what would last. Nothing much lasts anymore and that might explain why some flock to consignment stores, estate sales and the like. Not for antique furniture, just something that was well made and they don't hesitate to pay to have it reupholstered often at a final higher price than something brand new.
Alain on 2012-04-22:
That's a good point about estate sales and consignment stores, Nohandle! An older (but not necessarily antique) piece of well made furniture, even if it needs some work done on it, may very well come out to be the same total cost as something new and it will last a lot longer. You just gave me an idea about some of my Mother-in-laws furniture that she won't be using anymore. Time to take a look and see if we could purchase some of it from her. Thanks!
jennybrownbear on 2012-06-14:
I was one of Lazy boy customers but, l kept at them and never gave up, when they delivered two very badly made sofa's like yours, crumpled and bumpy and not even finished properly, l did in the end get a refund, l would never buy anything from them again
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Sloping of my lounger which is part of my Griffin sectional
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TUCSON, ARIZONA -- We purchased our Lazyboy "Griffin" sectional lounger about 6 months ago & we have a problem with the lounger wanting to slope to the one side & it's quite obivous even to anyone. well I complained to the service department they sent a service agent out who took pic & had to agree,"Richard" (service agent) said he believed it was due to the person who sat on it incorrectly& he couldn't replace the chair but could put new foam in it, he said the foam has a tendency to break down with time & give way. He said he needed to submit this to his superior (Bryan) whom I just heard back from. He pretty much repeated the same thing to me what Richard said, tried to say this is normal ware & has to do with the person sitting on it! It's definitely not a defect he kept telling me like I was a morron & couldn't understand any of this garbage he's telling me. In otherwords-You can't expect foam in your Lazyboy furniture to hold up, even though you've only had it for 6 months & also repeatdly tried to say it was really my fault because I laid on it wrong. ha All we wanted was a recliner in place of this so we wouldn't have to worry again about this happening>We feel that having spent a total of $4,000.00 on the sectional w' lounger that it should have held up much better. I wouldn't recommend purchasing anything from Lazyboy Galleries,7671 Broadway, Tucson, AZ.
     
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New Leather Sectional -- Damaged Upon Arrival
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HOUSTON, TEXAS -- We paid over $4,000 for a leather sectional. Upon arrival, there was a tear in one of the pieces. We were told that the entire section would be replaced. We called to schedule pickup of the affected piece and were told they would REPAIR it. We told them we had paid full price for a perfect unit and not a repaired unit. We were given a phone number to call of a supervisor in the main office. We called them but they have as yet (2 weeks later) not returned our call. We called the manager of the store where we purchased it and was told -- Well, I don't know who told you they would replace the entire unit because we will just repair it -- Again, we said we did not pay for a repaired unit but a perfect one -- Our comment: This company is not trust worthy. We are very disappointed and will not purchase from them again and will advise others to avoid Lazy Boy stores.
     
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WIll Never Buy From Them Again
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FAIRFAX, VIRGINIA -- We are completely dissatisfied with a very expensive and large sectional and an oak cocktail table that we bought from La-Z-Boy in late 2004. Although we paid extra to upgrade to "premiun" fabric, the fabric has not worn well. Within 6 months, it was showing pulls and bare areas. We specifically told the salesperson that the furniture was for a family room that would see heavy use, and he assured us that the fabric we chose would stand up well. The padding in the cushions has also not worn well. The oak cocktail table has an extremely thin - almost nonexistent - finish which wore off under normal use within one year. The paper-thin oak inlay on the top has peeled up, revealing particle board underneath. The ball feet fall off every time we try to move it on its rollers. The furniture is now 6 years old, looks terrible, and is completely worn out. We have other furniture by Ethan Allen that is twice as old as this furniture and still looks and performs well. We will never buy another item manufactured by La-Z-Boy.
     
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Venice09 on 2011-01-27:
I love Ethan Allen furniture, too, but I think it's more expensive than Layzboy.. no?

It's hard to tell if this review is helpful without knowing how much you paid for the furniture.
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Avoid La-Z-Boy Lift Chairs
Posted by on
I have been helping my parents after my Dad's surgery and never have I seen and received such poor customer service. My parents purchased a lift chair to be used for my Dad's anticipated surgeries. It arrived with a metal rod that was sticking up in the seat area. The repairman said the lift mechanism was installed backwards at the factory. He corrected the error. Then a short time later the lift mechanism failed necessitating another repair trip. Now the part failed again approximately 3 weeks ago and they have kept putting my mother off saying "we will get back with you". Finally, someone said the part was backordered and would arrive in 5 weeks. I said this was unacceptable since my Dad needed the chair immediately. I asked if they could loan a chair until my parents chair could be repaired. Was told they did not provide that service.
My Dad had the surgery and is home with the chair still not working. Numerous phone calls later, I finally reach someone at the corporate office. She was somewhat helpful and stated they located the part and would overnight it via FedEx. A short time later that day, I talk with the person who is supposed to be the head of repair/warranty for our region. She states the part was not shipped overnight but 2 day and there is nothing she can do. She also went on to state that she could not arrange a repair until the part was in our hand. Rather than trying to find a solution the stock answer has been "I'm sorry, there is nothing I can do". She was actually somewhat snitty in her tone and kept trying to talk over me. (and really, how incompetent do you have to be to screw up an overnight order)

Well at this point, my Dad still has no working lift chair. We have no idea when the part will actually arrive and no idea when a repairman will be available. After seeing the way they have treated my elderly parents and myself, I highly recommend avoiding La-Z-Boy products.
     
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DKLONG on 2011-02-22:
Amen. I am in a similar situation. The lift chair is of no use when it is not working--which seems to be most of the time. Really bad choice to buy lazyboy. Hope I can save others the inconvenience and cost. DO NOT BUY LAZYBOY lift chairs.
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Worst Location to visit
Posted by on
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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