La-Z-Boy Incorporated Informative - Broken Arms and Bad Customer Service
ONTARIO, CALIFORNIA -- Purchased a sofa and loveseat from the local dealer in August 2007. Received delivery of furniture in October 2007, a few weeks longer then we were quoted. Within a matter of weeks the recliner broke on the Sofa. Called for a repair and while the technician was at our home discovered an arm on the sofa was also broken. Tech was very nice and assured us it would be corrected. Tech took pictures and completed a repair report. After several weeks we were contacted to schedule the tech to come out to complete the repair. He showed up with the wrong arm. Although this was a different Tech he to was very nice and also assured us that he would take care of the repair. During this visit we also reported another arm was now broken. We were assured that we would have everything fixed by Christmas. On 12/26 I e-mailed the Corp Office on their web-site advising them of the problems we were having. They referred us back to the local repair office.
On March 3, 2008 I fired off another e-mail to La-Z-Boy since I still had a broken sofa and love seat. By this time all four arms were now broken. I was advised by Corporate the matter had been referred to [snip], General Mngr of the Ontario, Ca store on 3/13. I was advised that Mr. Matheson would be contacting me. Today is 3/36 and no word from Herb! I did have a tech out at my house on Tuesday, 2-25. My arms are still broken. He brought out two arms and advised my son that he was going to take them back and have the CARDBOARD doubled so they would wear better. CARDBOARD! This is a $2,500. Set of furniture made from CARDBOARD! We now have to wait, AGAIN. In the meantime the fabric does not wear well and is already looking wrinkled and worn. My husband and I were very specific when working with the designer that we wanted fabric that would wear well and the furniture was going in our den and would be laid on. We also had a dog that liked to lay on the furniture. The sales person was okay.... Helpful until the sale was final. We went to La-Z-Boy for 3 reasons. We knew it would cost us a little more but we were very happy with our original set which was now about 7 years old. I liked that I could pick out my own fabric and also was told by the sales rep that she would help us design our den and work with us to pick out complimentary items.
At this point I wish I had kept my original set, my $2500, and shopped elsewhere. I would not recommend La-Z-Boy to my friends or enemies.
Take your money some where else and Best of Luck! Who knows when my Sofa and Love seat will be fixed, and how long it will be until the CARDBOARD arms break again.
ps I have to check with my husband about the foot rest. I know he tried to make a temporary fix. Not sure if La-Z-Boy has fixed that yet... don't think so.