La-Z-Boy Incorporated Consumer Reviews - Page 2

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!

WEST SACRAMENTO, CALIFORNIA -- In late December 2013 bought a leather chair from La-Z-Boy $1834.00. The store was good sized and very under staffed. After paying for the chair, there was no one available to put the chair in my SUV. One female sales clerk, my daughter and myself had to carry the chair out to the SUV and lift it into the back. This should have been a red flag. We took good care of the chair, using only high quality leather products.

In early March my husband noticed flaking of the leather on the seat cushion. The leather is actually breaking down leaving a discoloration on the cushion. I called the West Sacto store and spoke with a sales person. She was not interested in my problem. She just asked me if I got the extended warranty. Why would a $1800.00 chair need a extended warranty? It was not like the chair cost $500.00. She was rather distant about the whole thing. She said I would need to talk to customer service. I next called customer service. Five minute wait for them to answer the call.

I spoke with **, she took all my info and then put me on hold for 15 minutes. When she came back she told me the chair was no longer on warranty. She said I would have to pay to ship the chair and pay for the labor charges and pay for the parts. What kind of quality control do they have at La-Z-Boy? She was not interested in my problem. I told her that the chair and ottoman cost $2500.00 and that we are retired and expected the set to last for many years. She merely repeated it was not on warranty. She said she could recommend a leather repair specialist. I will never buy another piece of furniture from Lazy Boy.

I could not recommend anyone buy from La-Z-Boy. You would not like the experience and you can kiss your money goodbye. These people know they are selling questionable products at expensive prices. This is more like Ikea furniture but, you are paying top dollar. At least at Ikea you know what you are getting. It is apparent to me that the whole company acts like used car dealers. I feel I have been ripped off. The final straw was when the ottoman came (three weeks late) and they unloaded the ottoman and on the bottom was printed Made in China. So much for an American made product. Never again, La-Z-Boy.

BRANDON, FLORIDA -- I special ordered 2 swivel base rocker recliners. Waited 6 weeks for them to arrive. When they are delivered, one of them had a broken H-frame where the dowel joists was inserted into the wood. I was told that I would have to deal with it through the service department. I called the service dept. to learn they were closed for the day and would not be back with me until Monday. On Monday, the service department called to say they could be out to fix it on Thursday within a 4 hour window.

I work, and cannot afford to take off for 4 hours and wait around for service guys to show up and fix my broken brand new chair that I already spent 4 hours waiting to have delivered the previous week. So my husband took the morning and waited for them to show up. When the service guy showed up he had the wrong color H-frame. Do you think maybe this would have been noted somewhere on the form when they took the service call? Duh. So, he goes ahead and replaces the H-frame with a mismatched color, and tells my husband that he will have to go back to the warehouse and have them order the correct color and they will let us know when it comes in.

Fast forward 9 days, I am sitting at work when I get a call from the warehouse, asking me if I wanted to stay with that mismatched color or if I wanted to switch out the color for a new one, in which case they would need to order it. I informed the person on the phone that a new one should have already been ordered 9 days ago, upon the initial visit from the service guy who replaced the broken frame with one of a mismatched color.

Lots of flustered mumbling at the end of the line and long silences. Then an affirmation that "oh, yes, it will be ordered." And they will let me know when it comes in so I can plan to spend another 4 hour window waiting with bated breath to see what they show up with this time.

At this point, I am not very hopeful that the 2 chairs I purchased on Labor Day will be fixed and in good order by the time the winter holidays roll around. That's ok, because in addition to this post I intend to tell everyone I invite into my home for the holidays the long and tedious story of what a poor product La-Z-Boy produces and how inept the service department is and about the complete lack of customer service after the sale has been made.

Long story short: I will never, NEVER purchase another stick of furniture from La-Z-Boy again. And that is a shame because I was happy to be purchasing from an American manufacturer, but this is utterly ridiculous. You can, and should, do better than this!

BOSTON, MASSACHUSETTS -- Showroom pieces very comfortable but what was actually delivered was of very poor quality and unusable. Their recommended in-store interior designer, though very nice with good taste, came to my home but unable to measure correctly thus she ordered me a giant, over sized desk with hutch that was not functional not to mention proper size for the room. It took me from august 8th to November 20th of 2013 for them to come and pick up that expensive, unusable desk that their designer assured me that it would fit all the needs of a desk/workstation. Though the fault lied with designer's bad math they would not refund the desk cost without great effort on my part.

Tried to deal with them regarding the high end furniture that they touted to be so but turned out to be false claim as foam cushions compressed with very little use. Could feel wood frame while sitting by the arm. I ordered my stuffed pieces based on the comfort of how showroom pieces felt. But only after furniture was delivered I was told that the show pieces were there to just give consumer idea of what it would look like and not what it would feel like. What??? Their solution to my 2 month old squashed cushions was to send me same quality replacement cushions which of course compressed in short time as well.

Corporate was of no help. I am stuck with these inferior quality pieces that the designer and salesman said would out live me. I am a senior citizen on a fixed income and thought I would get quality if I put the money out for quality. Fabric threads already starting to show wear after only about a year. Buyer beware. The 1400.00 dollar recliner's foot rest had to be replaced after 7-8 months, demonstrating that press wood does not hold up very long.

Read the rave reviews cautiously as consumer affairs told me that one can never be absolutely sure who actually writes them. Hope you have better luck than myself. Do you think Brooke Shields has these problems? Snafu by la-z-y boy once but never again.

MIDDLETOWN, NEW YORK -- We purchased our sleeper sofa two yrs ago along with the Ultra Shield Premium protection for 5 yrs. Purchase was a leather sofa to be placed in our guest room/husband's work room. As such, we rarely go into this room and guests have only used this sofa twice. We recently found a slight tear on one of the cushions. My husband was unsure if he placed one of his work/equipment bags on the sofa. So... I called La-Z-Boy about the tear and they referred me to Ultra Shield. I left at least 4 messages, 1 email and finally heard back, 4 days later (mind you, you are supposed to notify them within 5 days).

They then proceeded to tell me they denied coverage - mind you, coverage was for ALL tears, stains, etc. They stated because I did not witness the event they couldn't cover it. Wow! I then called and spoke to Dan, Mgr in Middletown, NY location. He also told me there was nothing he could do. Again, I was blown away.

This sofa costs $2,500. We purchased this as a leather sofa with the condition we would receive coverage for any mishap. I don't understand why the terms "any tear, or any stain" doesn't apply here. I am dismayed that La-Z-Boy with such a well-respected establishment could not provide adequate service. Customers should be made aware.

We have purchased furniture from different vendors and was never treated like this. I even purchased an entire dining room set from Goldenarea Furniture and had a mishap with a little puppy gnawing the legs of the chairs and table - and you know what - it was ALL covered, no questions asked and free. That's is a model you should abide by.

MYRTLE BEACH, SOUTH CAROLINA -- I bought a leather sectional from La-Z-Boy and was sold a 5 year warranty plan. After 2 years the sectional is cracking and separating. The warranty does not cover the cheap leather that La-Z-Boy uses in its products. We have not pets or children and do not do anything except sit on it. I would not recommend this company to anyone. We have had many pieces of furniture in our lifetime and La-Z-Boy is by far the worst.

The warranty is not cheap and covers literally nothing. I cannot believe this company can stay in business with the poor quality of furniture that they sell. I thought the name stood for quality but no longer. If I hear La-Z-Boy again I will only think of inferior products and service.

EL CAJON, CALIFORNIA -- I purchased a swivel glider chair 6 years ago. It has broken 4 times. Their warranty policy does not allow for me to take it to the store for repair. They send a repairman, at my cost, to fix it at my house. They now charge $107 for each repair trip. So if the repairman can't fix it that day, you are charged for another service call. I could have purchased a less expensive chair at another store every 2 years for what it costs to fix this chair (bolts keep breaking). I will not purchase another product from La-Z-Boy nor will I recommend this manufacturer to anyone.

KENNELS AW, GEORGIA -- I bought a power lift chair from La-Z-Boy lift chair in Kennesaw, GA. It was from the clearance center. I was told by the salesman that since it was new it would be covered by the same factory warranty. Well about a year later it quit working! I called the store I bought it from and was told I bought it as is since I no longer have the sales slip! As it stands now I have a nice coat rack in the basement. I cannot believe I paid over a thousand dollars for a coat rack (I guess I should have got in writing by the sales person). Lesson learned.

The La-Z-Boy my parents and grandparents once owned no longer exist. I only wanted my chair fixed as my health requires it. The La-Z-Boy company should be ashamed of the themselves. The phone calls and mistreatment of customer service is uncalled for.

RANCHO CORDOVA, CALIFORNIA -- Bought full living room ($7K+). Sales representative told us we were sitting on 'memory foam' chair, so we ordered accordingly. When delivered, the chairs had memory foam but obviously what we sat on in the showroom did not. We complained and it cost us 'hostage money' to have the chairs replaced to what we expected. Reason - custom order. During the escalation process we learned of other inaccurate statements/promises made to us. The irony, the couch, table and area rug were bought sight unseen and we loved. The chairs were the only products we tried at the store. Don't trust what they promise.

LEXINGTON, KENTUCKY -- We bought the Devon sectional from La-Z-Boy 12/03/2014. One of the recliners was delivered with the material on the arm twisted and wrinkled. I called and a repairman came out and almost completely recovered the recliner. Now 10 months later one recliner has a board broken in the back, the pieces won't stay together, the corner piece sits lower than the rest of the sectional (repairman said the wrong legs were put on it), and the cushions have almost completely flattened. I want a refund, but La-Z-Boy just repairs and won't refund my money.

We are senior citizens on a fixed income and bought La-Z-Boy because we valued the quality of their furniture. We have bought from them throughout 46 years of marriage. Our new furniture hasn't held up for 10 months and we expected it to hold up for many years. We paid $2500 for this sectional because we thought we were buying a well made long lasting sectional. We bought La-Z-Boy because we trusted their quality. SHAME ON YOU La-Z-Boy. Shame on you for letting your customers down. La-Z-Boy no longer builds quality furniture. Poor materials, poor quality - La-Z-Boy broke my trust.