La-Z-Boy Incorporated Complaint - Poor quality & Service
We puchased some furniture in February of 2008. Three pieces in the Roland Style from Lazy Boy. We received our special ordered furniture in March 2008. When we were ordering they told us the cushions had a 5 year warranty and the frame had a lifetime warranty. In June 2008 we had to have the bottom cushions on all 3 pieces replaced. They literally had to make new bottoms to this furniture. When the service guy came to bring the new cushions he explained that they were not installed correctly in the first place and that is why they did what they did and we had to get them replaced (seperating and pushing down). Around February of 2009 the recliner started to do the same thing. I called service, they set up a service call and informed me that I only have a 1 year warranty on my cushions because they are special ordered. We were told a 5yr warranty at the store. I expressed by disappointment with the agent I set up the service call with. I also explained that the furniture is wobbley, loud and very uncomfortable. The service tech came to the house and took our recliner. We explained that the chair is wobbley and very loose. He said that is just how they are but he would do some adjusting. I called again today on May 29th, 2009 because the snuggle chair (love seat) doesn't even seem to be attached on the left side. They said there is a lifetime warranty but I have to pay $99.00 to have someone come out to fix it. I explained my frustration and they said I should call La-Z-Boy corporate. I called La-z-boy corporate and spoke to someone who answers the phone. She said she only have record of the one repair (cushion/bottom replacement) and can not help me out that I still need to pay the service fee. In total we will be paying over $3000 dollars for this furniture and if the cushions/frames are going to give us this much headache in less than a year, we will be stuck with messed up cushions/frames in the future. Its uncomfortable, wobbley, bad cushions and frankly I think I can get better quality for over $3000 dollars somewhere else. I am very unhappy with the quality of this product as well as the wrong information I was given at the time of purchase. If I knew this furniture would have less than the warranty that I was told, I would NEVER have purchased it and if I knew I was going to have so many problems within the 1st year, I would never have purchased. I have found many other complaints about the product. May 29th I filed this with the Better Business Bureau. Unfortunatly all La-Z-Boys are independently owned and operated so I had to complain against the local store where I made my purchase. I think the is now a La-Z-Boy Corporate issue.
June 6, 2009 La-Z-Boy of Silverdale, WA response was: "We apologize for the trouble our customer has experienced. The La-Z-Boy warranty is one of the best in the industry, and that warranty is clearly stated with the delivery of the furniture and on the La-Z-Boy website. Our local service center is overseen by La-Z-Boy corporate and must follow the warranty at all times. La-Z-Boy headquarters does not cover any trip charges or labor charges after the first year of ownership. Many of the reclining parts and frames are lifetime warrantied for the parts, but labor and trip charges are not covered. Our local service center can not operate or stay in business if we do not receive payment for our services from La-Z-Boy or the consumer. These charges are no longer covered based on the date of purchase. Our sales staff attempts at all times to provide correct information, and nothing does state in writing that there was a 5 year warranty. Unfortunately, we have no way to provide service unless it is stated in writing that the items are covered by the La-Z-Boy warranty. We sincerely apologize for all the trouble, but we are under the control of the corporate headquarters and their warranty. This complaint is more towards the policy of La-Z-Boy in Michigan, and not our policies. We wish we could provide further assistance, but all repairs would be at a charge basis.
June 17, 2009 my response was: "The furniture has never been in good working order since we received it. If La-Z-Boy offers a lifetime warranty on the frame than La-Z-Boy Corporate should be covering all costs associated. If the local store can not provide new furniture or a full refund, than they need to be in contact with corporate to get this resolved. A few questions for the local store & La-Z-Boy corporate are:
*Would you accept furniture that the cushions all moved forward because the furniture was not installed correctly??
*Would you accept a recliner that is so lose that once you sit in it it falls all the way back?
*Would you accept a recliner that the cushions is seperating AGAIN??
*Would you accept a love seat where the back portion is no longer connected to the bottom portion?
*Would you accept paying over $3000.00 for new furniture only to have it services twice in one year?
*Would you accept having to pay $99.00 for someone to come fix your furniture that you just paid $3000.00 for??
*Would you accept this for your home & family??? I can guarantee you will say NO!
*Why should we??
At the rate this furniture is going, if we have this furniture for 10 years and average 1 repair per year, we would be paying an extra $1,000.00 for this furniture. At this rate the furniture will not last 10 yrs. We would like a replacement or a refund. My major complaint is not with the $99.00 service fee. My major complaint is the poor quality of this furniture. On June 17, 2009, I also emailed David Jones, Regional Vice President, Sales, Northwest La-Z-Boy stating my complaint with the Better Business Bureau.