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La-Z-Boy Incorporated Consumer Reviews

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Poor Quality Furniture and Even Worse Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAUGU, MASSACHUSETTS -- I recently purchased almost $10K in furniture from La-Z-Boy. In addition, I purchased additional care coverage through them. I worked with their in house design group to pick out all the furniture. The experience has been the worst I have experienced. I would have gotten better customer service from the discount furniture store and probably been able to furnish my entire home for I spent to furnish my living room and dining room.

I purchased a dining room table and 4 chairs along with 4 stools for a counter in my dining room. The table I was told would arrive within 4 weeks from when I ordered... it came more than 4 MONTHS after I placed the order and had scratches all over it. I told the guys that delivered it to make a note of this and they did and the customer care was supposed to send someone out... I set it up with letting me know when, when I called them back I had to leave a message letting them know that the time did not work for me and that I needed to have someone come on the weekends because I worked, I never heard back from them again.

Then recently, I was cleaning under the table... which I haven't had to do, since I really haven't used the table since I received it and noticed that one of the legs was about to fall off, when I went to look at it closer to see if I could push it in, the hole thing fell apart and the table fell on me. I contacted La-Z-Boy and they told me to send pictures and they would order another leg.

So when I went home that night, I took pictures and realized that another leg was doing the same thing and I told them when I sent the pictures that I had a second leg that had an issue. First she said that she ordered another leg, then she said it was their policy to come an look at the problem before they ordered a leg. I told her I wanted someone to come out right away as the other 2 legs looked like they were going to start splitting as well... she said she said I had to wait until I received the 2 legs before she would send someone... this is when I got confused, she told me she didn't order them, then she said she ordered them.

I got the 2 legs and called and made an appointment, they were to come on a Tuesday between 12 and 2. My parents were visiting so that was good... they were going to be home all day so I wouldn't have to take time off work... I was in meetings and when I got out, a message from the guy that said he was there and he was going to wait 20 minutes and if he didn't hear from me that I would have to reschedule... hear from me where.. he left no number and there is no way he was even at the house!!! I called 6 times that day to talk to a supervisor and was put on hold every time for over 15 minutes.

I called the store and left a message for the manager to call me. No one called me back. I finally spoke to someone who at first told me she was a supervisor, who proceeded to tell me that she was looking at an email from the 19th and that I was wrong and she was right and that the guy showed up and basically called me a liar! I told her that while my parents waited all day they noticed that every leg on all the chairs I purchased were loose, the stools were too high that their designers picked out and the connections on the sectional I bought were broken... she said she would address everything when the additional 2 legs they ordered that day arrived.

So now we went from ordering 1 leg, to ordering no legs, to ordering 2 legs, to now ordering 4 legs and she told me the guy was only coming out to observe, not install the 2 legs and that she would not have anyone come out until the other 2 legs came in. This is called their customer service, not one person knows what they are talking about, not one person cares what you are going through, not one person wants to help. She continued to tell me I was wrong and she was right and what she was going to do... not wanting to help to make things right.

She then told me that she was the voice of the CEO of La-Z-Boy... really, this is how the CEO of La-Z-Boy wants himself to be represented? I would encourage no one to purchase from a store that does not believe in customer satisfaction especially when it comes to a purchase that is to last you for years... my purchase has lasted me not even a year... less than 6 months and I can't get someone to help me at this company!!!!

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Fraying of Material to the Addison Selctional
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

ABINGTON, PENNSYLVANIA -- I purchased the Addison sectional from the Abington, PA store. I received it when I moved in November, 2016. In March, 2017, I noticed that the sectional was fraying in a spot. The material is a beige weave. The stitching is coming apart and pulling out. Someone from the company came out and took a picture of the spot. He then told me to get a beard cutter to shave the material and that was the company's solution. It is now April, 2017. I have called customer service and have gone to the store with pictures I took of the sectional. The fraying has gotten worse. A customer service person I spoke with two weeks ago agreed that it is fraying from the first picture they received. I was told to take more pictures where the material is fraying along with the serial numbers on the tags under the sofa. I was unable to lift a section of the sectional because it is very heavy but was able to get under the foot rests of the recliners to take the tag pictures. I also sent in printed out pictures of the sectional. I was then told that someone would have to come out to get the picture of the tag under the corner piece (the one I could not lift). In total, I have had 12 contacts with either the store where it was purchased or customer service in Michigan. I have stated that I want a positive result from this and an even exchange with a new sectional for which I have already paid 6 months on a 36 month contract. The sectional cost $3500 and I was charged a $500 finance fee on an interest free contract. I was told that they could not come out until the middle of May until I called and requested an early service call. That was granted. As for a replacement, I went to the store to pick out other material called iClean, once the sectional is approved for replacement. If not, I already have a plan to get a positive result.
Contact With LazyBoy-March, April, May-2017
1-3/16-17-person came to apt to take a picture of the couch/gets a beard cutter and shaves down the frayed part/advises to get a beardcutter for further problems
4/17-Called La-Z Boy about continued fraying of couch that is more widespread.
Sent an email with instructions to take pictures of frayed parts and tags showing the serial numbers-Scout, customer care representative advises to take photo of tags on end recliners/ she stated she had a picture from the first call and that it is fraying
4/18-called to find out if they received pictures/customer care called to say they hadn't but would call when they received them
4/20-went to store where the sectional was purchased/ was advised by the sales representative to pick out another material and showed her and manager (Dallas) the pictures of the frayed material-same sectional at store is not fraying
4/20-manager sent an email to customer service
4/21-Mark from customer service called to say they received the pictures but they needed the tag from the corner section of the couch. I stated that the sections are attached and that I would not be able to pick up the sectional to photograph the corner section/ customer service representative replies that the first available date for them to come out to the apartment to photograph the corner piece would be May 10th/ I would not be home that day and Mark said they would be out on the 11th.
4/21- called store manager who stated that he would not be able to get someone out to apt. any sooner
4/23- spoke with a customer service representative who stated that someone will be out on May 11th to take a picture of the service tag

4/23-My brother tried to put the camera under the corner section to take a picture. It came out black. The two of us could not lift the sectional
4/27-Tony, a representative from La-Z-Boy came to take pictures of the sectional/he said it is pilling and not fraying-he very sharply told me not to argue with him/ I told him that it is fraying because the stitching is pulling out/ he said that any threats to call a lawyer or TV stations would not help the matter/ I replied that I would not call that pilling if I were him/ I explained the difference between fraying and pilling
4/27- spoke with Kelly in customer care who stated that they won't have pictures until next week/ I was adamant about the couch fraying and not piling/I told her to document my account because I am going to pursue this matter

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Unhappy Customer
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SPRINGFIELD, MISSOURI -- I purchased a sectional there in 2015. I even purchased the extended warranty just in case anything happened. In less than two years the faux leather started peeling and parts on both recliners fell off. I thought I didn't have to worry because I had purchased the extended warranty. La-Z-Boy would not cover the peeling fabric or the parts that fell off because it had been 17 months since I purchased the $2600 dollar couch and the peeling fabric was not damaged like a puncture. I even contacted head quarters and sent pictures of all the damage, but they would not cover the damages. I really expected a $2600+ sofa to last longer than 17 months. For me that's a lot of money for a piece of furniture. I'm so disappointed in this company and I will never purchase anything there again.

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Furniture is literally peeling apart after 4 years!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

STOUGHTON, WISCONSIN -- On April 5th of 2014 we bought the brown Eclipse Reclina-way sofa and rocker. The salesman was very enthusiastic about this sofa and chair and showed us numerous ways you could poke at the sofa using the pin on his name tag and it would NEVER rip. This stuff is “indestructible”he told us! It met the requirements of what we were looking for in a sofa and recliner so we bought it.
Despite the large display by the salesman about how “durable” this furniture was we did purchase the Ultra Shield 5 year warranty.
By July of 2015 the seams on both the rocker and sofa seat had come undone. I called the Ultra Shield company. Of course this was not covered by the warranty. I contacted Lazy Boy and after a few conversations you agreed to replace the 2 pieces where the stitching was coming undone. I was thrilled because we were a couple months past the one year warranty.
Now it is 2018 the leather on the couch and recliner are literally peeling off! There has never been any “damage” to the furniture and I have to assume it is just from sitting in it everyday? I have attached pictures of the damage as well as of my receipt and when I made the claim about the seams (which one is coming undone again)! I feel as though the material that this couch is made of is very poor quality. The company is NOT getting back to me about fixing or replacing the furniture. I am EXTREMELY disappointed with both the service and quality of La-Z-Boy!

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We Won't Buy From La-Z-Boy Again
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OHIO -- We have bought La-Z-Boy (LZB) products since the '70s and always had pretty good (although expensive) warranty service from them, but that changed recently. We have a matching set of expensive LZB rocker-recliners we bought new from the "La-Z-Boy Showcase Shop" maybe ten years ago. The first couple of times we needed warranty work for the platform working loose or completely pulling apart, we were able to take the chair(s) into the warranty service department located on site in the back of the store.

Within a few days someone would look at the chair and call to give you an estimate of what your part of the work would cost. Only the parts are covered by their "lifetime warranty", not the labor, and that alone made it expensive to have them fixed the three times we had frame and platform issues, but at least they got fixed.

It was also nice that the service department was right in the store, so there was never a question of receipts since we were in their computer system as having purchased the chairs there, along with a record of any warranty work done in the past. Not once over the years did they ask to see receipts.

Then a few months after paying over $200 for labor on our last warranty claim where they had to replace the whole base platform of one of the chairs, one day with someone sitting in the chair it suddenly shifted on the platform and was rocking crooked and rubbing the platform. I looked underneath it and there was sawdust on the floor under the chair, and it was obvious the new platform the LZB service department had installed had worked loose and pulled the screws right out of the wood frame.

I called to get the chair scheduled back in to have redone the work for which they had already charged me over $200, and I was told their on site service department no longer existed. I asked how I was supposed to go about getting their faulty work redone and I was told first of all we would have to have receipts for the chairs and any work we had done previously.

I said we bought the chairs ten years before and we had never been asked for receipts since we were on file in their computer system, but the woman said that system no longer existed since LZB changed the way they do warranty work. She also informed me that if we had receipts, it would be $109 just for someone to come out and evaluate the chair. What? After paying over $200 for faulty warranty work you want me to pay another $109 just to have someone look at it again?

I was dumbfounded. You pay a premium for LZB items in the first place partly to cover their supposed "lifetime warranty", they hammer you with high labor charges anytime you actually need to hold them to that warranty, they do faulty work that doesn't hold together, then you find out they changed the system and cleared their computer records, suddenly rendering your "lifetime warranty" useless.

Even when they were still actually honoring the warranty and I was having to haul the chairs back to the store every few years for warranty work, I thought that between the high initial purchase price of their chairs and the labor charges they hit you with for any warranty work, it really wasn't worth it. It would be less expensive in the long run to buy non-LZB chairs at a lower price and save the $200+ plus labor charges for warranty work every 2-3 years. If and when the mechanism or frame fails, just toss it out and buy a new one. Bottom line, after being a LZB customer for 30 years, we won't be going back.

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No Customer Service Response, Not Made in America!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FRISCO, TEXAS -- FYI - This started on 7/13 at 10 am and it's is now 7/20, the retail store manager who have tried to bring in for help took 5 days to contact has now disappeared for 3 days after promising to contact customer service and rectify this! I emailed the whole story to corporate executives and customer service 3 days ago. Of course with no response!

"I apologize in advance for copying you all on this email, but after the treatment I've received thus far I'm assuming most everyone I try and talk to will ignore me as usual! So the backstory 3 years and 3 months ago I bought a $3k chair from my local La-Z-Boy store after I sold my home due to a debilitating disease, and it's about the only thing I can comfortably sit in. I had plenty of money as I just sold my home and was moving in with family, so I asked for the top of the line with all the warranties and everything!

Fast forward to today, I love my chair! And I use it every day, however Friday morning the leg rest motor broke. I called the store and was referred to the “customer service“ location and I use that term loosely!!! I was advised Angel ** was my representative, so I spoke with her. She advised me I was sold the 5 year leather warranty but not the extended warranty on the mechanical or what not but regardless it would have expired at this point anyway.

So we discussed the issue, and I explained I was handy, and that I could probably install the motor myself if I could just get the part. She asked for pics of the chair AKC #, as well as pic of the broken part. I sent all of this immediately that morning. She replied an hour later explaining what it needs, the cost and the shipping time., 2 weeks. This was around 10:15 AM. She also stated I need to do it by noon because she was leaving for the day.

So I asked one more question, and heard no response to emails or phone calls. Finally around 11:45 assuming she has left, I was upset and called the retail store in Frisco and spoke with a man and complained about the fact that I was just told this part will take 2 weeks to ship, and given an noon deadline, and the representative disappeared!

He said he would contact their manager and have her call me, NO CALL! Although around 3:30 PM I received an email from Angel **? Which is odd since she supposedly left? She answered my last question, in which I replied Ok let's order that part! Since then I HAVE YET TO HEAR A WORD FROM ANYONE!!!

I never got a response to that email stating “let's order that part!” Ive never received a phone call from the manager! I've called the store in Frisco 4 times asking for their manager and not until today did I get one! He finally took my info, and looked up my account and talked through what he saw has happened as far as he could of course. However he said he would call that “customer service manager” while I was on the phone but no success! So, he told me he would reach out to her and make sure she called me.

That was 11:00 AM THIS MORNING!!! I'm not sure what's wrong with you people! But I would think for the price you charge for your products 3 years old or not! They could expect a little bit better service than this! I mean at least allow people to buy your parts through 3rd parties or direct!!!

I can guarantee you this. You've lost my future business and that of ANYONE I ever meet or speak to in the future. I've been in retail for 30 years and I've seen the worst! You notice those things when you're in the business. But this is insane because it's not bad service, it's NO SERVICE! Maybe it's because there isn't a profit in selling the parts? I don't know but whatever the case is, it needs fixing and hopefully you all can do that or at least reach out to those who can!

Replies
Does Not Honor Brand if Bought at their Franchise Stores
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MONROE, MICHIGAN -- Consumer's Original Complaint :
Furniture is poorly made, we had issues within the first 30 days of ownership
I purchased a Niagara leather reclining sofa and chair set in February 17 2016. From then until now, your customer service has been called to our home 4 times! There is a design flaw in this set! The wood has cracked underneath but it's just particle board, not real wood. The arms have been replaced, something else underneath the arms, screws, etc. We have no children here, just 2 adults. We don't mistreat furniture. We only got rid of our last leather sofa because it was bright red and would not match our new floors and new wall color; it was 12 years old and still in perfect condition but it was from The Leather Center, not La-Z-Boy. I have extended warranties on both items. I received a voicemail from Angel from 214-631-1813 today stating that the person that took pictures of the furniture Wednesday August 17, 2016 sent them to your corporate office and corporate only wants to order new parts. I don't want new parts or for this sofa to be fixed on, I want my money back! I don't trust this furniture! That's like buying a brand new car and within 6 months the car has been back to the shop 4 times! That's called a lemon and the dealership would be replacing that car or refunding all money paid! Well, I want my money back so I can purchase better furniture! I expected much more from your company. I thought you stood behind your product, I thought you respected your customers. I don't want to constantly to be reminded every time I look or sit on this furniture how horrible this experience is. I don't trust this product! I plan to post reviews all over the Internet and social media about my experience with your company. Order number 0217606KXOL Total amount paid $3450.94 paid by check. Also I just learned that a lot of their stores are franchises which means their corporate office (La-Z-Boy) can't help even though these franchises are only selling La-Z-Boy products and their brand and logo and represent La-Z-Boy, ridiculous! For the money I spent, I expect better quality as well as better customer service.

Hello,

Thank you for contacting La-Z-Boy Inc.

We apologize your experience has been less than satisfactory. La-Z-Boy Incorporated works through the independently owned and operated dealers for all sales and service matters. We call on the dealers to act on our behalf to inspect any furniture in question and to make repairs in accordance with our warranty terms. Our warranty is limited to the repair or replacement of defective parts.

You will have to continue working directly with Angel and your service department to come to a resolution. Again, our warranty terms signed at the time of purchase state that our warranty is limited to the repair/replacement of defective parts only.

Kindest Regards,
Lindsey L. Customer Service Representative La-Z-Boy Inc.
One La-Z-Boy Drive Monroe, MI 48162 (855) 802-6636
7 (734) 240-2421

My response:

I'll say it again, I don't want this furniture!!! This item has been discontinued and probably because of how it was made. The quality is very much lacking! I don't want to do business with your company again because of this experience! I have reported this company to the BBB and my next step is to contact the media regarding your practices. There was a case with McDonald's where McDonalds tried to say that since it was a franchise and privately owned store that they didn't feel they were responsible. The judge in the case stated that yes they were responsible because the store represented the McDonald's brand and ruled in the plaintiff's favor.
I was hoping this could be settled without litigation or media involvement and maybe at some point in time I would possibly become a customer again, but this lack of taking responsibility for your brand makes me re-think that.
Wish I could give them 0 stars!

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La-Z-Boy Will Not Honor Their Warranty
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MONROE, MICHIGAN -- The mechanism on both of my "wall-hugger" recliner/rockers, purchased in the late 70's is broken. A while back I went to the local La-Z-Boy store, and the person I spoke to, who's no longer working there, informed me that in California, 'lifetime' means 7 years. I was surprised to hear him say that, as it's in direct contradiction with what's written on my warranty.

Here are the exact words on the Warranty (paragraph 1, emphasis mine): "Lifetime Warranty on all parts of the patented metal mechanism applicable to all owners of this chair. 'Lifetime' means the useful life of the chair as determined by the user. La-Z-Boy Chair Company will, within 60 days of notice of a claim under this warranty, repair or at its option replace any of the above-mentioned parts".

It's important to note that paragraph 2 of the warranty talks about the 2 year warranty to the original owner on the wood frame with possession of the dated receipt. Clearly a receipt is not required for a claim under paragraph 1, otherwise it would have explicitly stated as it was in paragraph 2. Sometime in the mid-90'€™s I had a problem with the chair and took it to a La-Z-Boy store. They too were amused over the warranty. Fortunately, they had a technician who was about to retire that was also a packrat and had the parts needed to fix the chair. Everyone left happy. Recently the chairs became recalcitrant again, so I contacted La-Z-Boy last spring.

Fast forward to 2011. When I contacted the La-Z-Boy factory CS agent, she insisted I needed the original receipt. However, the warranty clearly says "any owner" and "lifetime defined by the owner". They hadn't actually seen the warranty, so I sent them a copy. After seeing it, they promptly called me letting me know that they WOULD indeed fix both chairs. Nice! They sent a tech out, who took photographs, identified the parts, and tried to order them. A few weeks later I received a call saying the factory would send me the parts they had.

At some point later (prior to receiving the repair parts) I received a call from a different agent who said that "...our 'expert' looked at the photographs and the part that needs to be replaced is part of the wood frame and hence not covered". I found this to be very odd. How can a metal moving part not be a part of the mechanism? After some negotiations, she admitted that the replacement parts needed were no longer in stock, but that they would send the parts that they did have.

When the parts arrived, the technician came back out and immediately identified that the sent parts were inadequate and irrelevant. Upon a direct phone call (in presence of the technician) with Michigan customer service, I was again told that I needed the original receipt for them to do anything. Curious but true. We've come full circle. I then went to the (new) manager of the local La-Z-Boy store, who said, after reading the warranty, said that he would call his contact at the factory in Michigan. A week or so later he came back with their "final" verbal offer - a 50% discount on any new chair(s) up to $500 max. I fail to see why getting new functional chairs should cost me anything.

I disagree with La-Z-Boy on this solution, since their warranty clearly states that they will "repair or replace". It doesn't say anything about a discount. I can understand the conundrum- the replacement parts are apparently no longer easily available, and it's probably impractical to replace the entire mechanism with a newer version. But to be honest, that's not my problem. The lifetime warranty is pretty clear. If the mechanism cannot be repaired then the only other option is replacement in whatever form that takes.

We purchased additional La-Z-Boy furniture when we moved to our present home and have been happy with all our purchases until now. I was about to take this to small claims court, but at the suggestion of my daughter and a good friend at Consumer Reports, I will try one more time to resolve the issue directly. I would like to continue to enjoy the chairs (or equivalent ones) that have been in my family for almost 30 years.

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Refused To Return Money For Delivered Damaged Recliners!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WELLINGTON, FLORIDA -- WARNING THIS COMPANY JUST WANTS TO TAKE YOUR MONEY and don't care about the quality of their products! The day after two defective recliners were delivered to my home I tried to get my money back and they refused. After 4 months unsuccessfully attempting to fix the problems, they agree to a re-selection, but not to a return. With the re-selection, we will have to pay the inflated store price and not the sale price that we paid when we bought it.

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Sent Wrong Repair Material
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

First off with LA-Z-BOY, when calling Customer Service you NEVER KNOW where they are located. Could be India, or one of the 50 states in America. I wanted the charge for wrong material sent to me to make repairs on the reclining back cushions of my couch.

I am writing because on or about September 9, 2016 I called the Customer Service Department of LA-Z-BOY FURNITURE to place an order for Fabric Batting to restuff the 2 RECLINING BACK CUSHIONS of our couch. In order for this to take place they required payment in advance of $112.88 for the material which I did with my Western Federal Credit Union Visa Card. When the material arrived I had to call Customer Service again and set up a service call paying another $109.00.

When the serviceman arrived he said the material that was sent to me was FOAM RUBBER AND WAS THE WRONG MATERIAL to make the repair. He proceeded to say he had some left over batting and could fill the back 2 cushions. When he finished he called LA-Z-BOY, making a report that they had sent the wrong material for their reference number **. He was told someone would call me back, which did not happen.

I called the customer service number 877-738-8852 later that afternoon explaining what transpired and I wanted to know how I could return the WRONG MATERIAL and receive my money back. After going through the explanation several times, I was basically told that the Batting Material the repairman used would have cost the same as what they sent me and that I was out of luck.

When calling again a few days later explaining everything again, I received the same reply, I was out of luck. They sent me WHAT I HAD ordered. Had I had any common sense I should have looked at Michael's website and could have purchased 12 Yards, 27" wide of furniture cotton batting for $39.00, their minimum order, and filled 20 cushions. I had to fill out a report along with this letter, which I have removed the account numbers for security reasons, to my credit union requesting the charge of $112.88 be reversed to my card.

On November 28, 2016 I receive a letter from the credit union along with one from LA-Z-BOY which supposedly tells the story of the various conversations between myself & the Customer Service Monkeys. Yes they record the conversations and claim that they sent me what I ordered. COMPLETE B.S. I know the difference between foam rubber cushions and cotton batting, but the customer service monkeys do not!!! $112.88 does not sound like much money, but when you are on a fixed income IT DOES MATTER. I do not recommend buying furniture from this company. Research the internet to see how they rip the consumer off after the sale is made.

Update 11/30/2016:

I needed to say I wanted the charge of $112.88 returned to my credit card.

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La-Z-Boy Incorporated Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 48 ratings and
86 reviews & complaints.
Contact Information:
La-Z-Boy Incorporated
1284 N. Telegraph Rd.
Monroe, MI 48162-5138
734-242-1444 (ph)
734-241-4422 (fax)
www.lazboy.com
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