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!
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!
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!!!!
RIVERSIDE, CALIFORNIA -- We purchased an extended warranty on sofa and love seat. Both products began to crack and peel within 6 months of purchase. We contacted La-Z-Boy via customer care and provided photos. They refused to honor warranty indicating this was normal "wear and tear." The sofa and love seat are like a snake shedding its skin... when you sit down on it... some of it leaves with you. Terrible Customer Service... Terrible furniture!
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.
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.
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.
I needed to say I wanted the charge of $112.88 returned to my credit card.
TIMONIUM, MARYLAND -- Designer was awesome, professional and talented. I purchased a complete living room set that consisted of 2 high leg recliners, a 2 piece sofa, pillows, tables and 2 area rugs that she designed. I was told 6-8 weeks for delivery, which is also on the invoice. At 6 weeks called the store and was told everything was in except for one of the rugs and the tables. I asked when they would be in, and was told 3 more weeks. I called at 8 weeks to see if they came in and was told they would not be in until April 15, 2016. I asked if they could deliver the items they had and was told I had to talk to a manager.
I spoke with the Manager "Euliseas" and was told they could deliver the items however I would have to pay the entire invoice in full. I agreed to pay for the items that were going to be delivered but did not feel comfortable paying in full for the items that were not available yet. I had already paid a 50% deposit. He said the invoice needed to be a zero balance before they could do anything. I asked what would happen if I paid for the items and they did not come in again as agreed. He said they would give me a credit. I said if it is an invoice issue, I would pay the balance in full if he would immediately credit the amount for the table and rug, and when they came in I would pay for them.
What's the difference if they credit it now or a month from now?? He said that I would just have to wait for the entire order before they would deliver any of it. I told him to cancel the order and he said they could not cancel the order. I asked to speak with his boss and he said he doesn't have one. He said I could call customer care but they would just send me back to him. I said "Ok please give me the number" which he did and asked his name. He said "Euliseas". I asked for his last name and he said he does not give out his last name. I said "Thanks" and he said "You'll be talking to me again soon."
I called my credit card company and told them I wanted to dispute the deposit I made on the credit card which they reversed. Sad thing is that I really wanted the furniture. I invested 2 Saturdays with the designer making sure everything was what I wanted. Now I have to start all over. Don't waste your time!