La-Z-Boy Incorporated Consumer Reviews - Page 5

SEATTLE, WASHINGTON -- I bought a chair at about $900.00 and a $200.00 pro care fabric protection package, Nov 15, 2014, delivered on November 26, 2014. Less than 3 months later the fabric is peeling and the operations manager said that my clothing is causing this and since they only have a 3-day return policy, I am out of luck. I believe this fabric is defective. No remediation was offered to me. Nothing, just "too bad," "so sad."

OTTAWA, NEW YORK -- We purchased a La-Z-Boy sofa, chair and 2 ottomans in Oct 2008 after extensive research to find a high quality product. We based our decision on many aspects including style and comfort but also ended up with a La-Z-Boy product because we believed we were making an investment in quality and endurance. We also made the decision to pay the extra cost for an extended warranty to ensure that all the unforeseen would be looked after.

Eighteen months after our purchase, we noticed that the seating of our sofa was starting to crack. We called our La-Z-Boy dealer and an insurance agent was sent over who determined that the damage must have been "our fault" from someone sitting with keys etc, although we completely disagreed. We felt the cracking was due to the poor quality of leather and not at all a result of a scratch type of injury. La-Z-Boy agreed only to try re-dying the couch, which they did and it was a temporary solution.

Within 6 months, however, the cracks started showing again, mostly on the middle and right side of the seating cushion. Interestingly, the areas with the most cracking occurred in the middle cushion, which was very rarely used. We called La-Z-Boy once again, and another insurance agent was sent out and not surprisingly, we were told that the damage was not covered under warranty.

The message on our answering machine was that the damage was caused by excessive dryness which was not covered by warranty. This was completely unacceptable to us, so we made several calls to the Hunt Club, Ottawa La-Z-Boy store, and finally were able to speak with the GM, **. We attempted to discuss our case, only to be told that he had examined the photos and it was "obvious that the cracking was our fault, due to someones feet, or a cat or dog, etc" and that he could not believe we were calling the store to complain.

I can assure you that no cat or dog or foot has been on my couch. It is in a beautiful living room setting, and is actually rarely used. If it is, the middle cushion is almost never touched. When we questioned the GM on the discrepancy between being denied the warranty due to "excessive drying" and then being told by him that actually we were being denied because "it was obvious it was our fault" he had no comment and became argumentative and rude. When I asked him for a name of the CEO of La-Z-Boy, so that we could address our concerns further, he absolutely refused to provide a name.

In summary, we are completely dissatisfied with the product that we bought from La-Z-Boy only 3 years ago, with the warranty policy that we also purchased and with the customer service that we have received from the La-Z-Boy company. We would appreciate a response from someone that can be reasonable about our claim.

WEST HILLS, CALIFORNIA -- I purchased a Eldorado recliner from the Northridge, CA store to replace a five-year old recliner I wore out. After three years the chair needed repairs and all I had to do was drop it off at the store, pay for the labor, and the chair was fixed up great.

Now in December of 2011 I found out things changed drastically. La-Z-Boy no longer does repairs in stores and in 2010 they migrated to a new computer system. The store no longer has any record of my purchase in 2006 and no record of my service in 2010. I lost track of the receipt a long time ago. The manager at the store could have cared less. His entire attitude was "we don't handle service at the store anymore so don't bother me about service."

So I'm dealing with customer service over the phone and they tell me all I need is a tag off the bottom of the chair. Except of course the tag isn't there. My chair was made "for" La-Z-Boy by an outside manufacturer. No, No says the service representative, La-Z-Boy makes everything. I send in photographs of the chair and a close up of a tag that says "made exclusively for La-Z-Boy." So I finally get an email conceding that an outside company did make my style chair, but no promise to honor the lifetime warranty on parts.

What did I get in response to my last email, an automated response saying the customer care representative I've been dealing with is on vacation for three days. I bought a recliner at Costco this morning. So long La-Z-Boy. I'll keep after them to honor the warranty and then give the repaired chair to one of the younger ones in the family who needs furniture. La-Z-Boy is not the company it once was in my opinion.

CHERRY HILL, NEW JERSEY -- On 1/14 (Friday) I purchased furniture. On 1/15 (Sat), I went to the La-Z-Boy store in Cherry Hill, NJ for a refund due to I changed my mind. The terms and conditions state they will refund what was paid as long as it was within 3 days of placing the order. On 1/15, the sales associate stated that the computer systems do not work over the weekend and they could not do anything until Tuesday 1/18 due to the MLK holiday. On 1/15 I was told to come back on Sunday, they were very busy on the floor.

On 1/16 Sunday (open for MLK sale) I went back to the store, the manager told me that it would be very difficult to get my money back due to it had to come from corporate and said I should pick something else out. So I did. I picked out furniture that was about $500 less. I asked the store if I could have my remaining $500 as a refund, they told me that they were unable to do this as I made an exchange. When reading their terms of condition that is true when you already receive the product and send it back.

When I asked what was the 3 day exchange or refund printed for if they don't allow it, then they said, they should have charged me a fee for exchanged merchandise, but I never received any merchandise, in fact I cancelled my order within 24 hours. Their computer system doesn't allow them to cancel anything on a weekend. I told them, it was not my problem. It is now 3 weeks, I never received a refund, nor did I receive my furniture they said would take 2 weeks. If you buy from here, do NOT pay in full and do NOT ever buy on a FRIDAY in case you change your mind.

CERRITOS, CALIFORNIA -- I purchased a recliner leather sofa and a leather recliner chair in 2008. Salesman told me the frame and mechanics were guaranteed for the life of the furniture. The chair has wood arms (I thought wood would hold up better than upholstered arms and I liked the look of it. A few months ago I noticed the wood finish on the arms of the chair was wearing off, weird! A month of so after I saw this, I was out shopping for another chair, went to La-Z-Boy. As I was talking with the sales clerk, I mentioned the problem with the chair. He walked me over to the Customer service desk and I explained the problem.

The person looked up the date I purchased the items and said :It;s over a year old, guarantee doesn't apply" and walked away. I told her I was not happy as I paid over $3,000 for both pieces. She gave me the number of their Repair service. Called of course only a recording. I left a message. Got a call back - they left a message, over a year old no longer covered, they can't fix the arms but could replace the arms I would have to pay for it. I called back and again no live person to speak with. Left another message asking for someone to come out and look at it, as I did not understand how the finish could be wearing off. No response.

I emailed the Better Business Bureau about the problem. BBB contacted the company, company sent them a letter stating the upholstery is only guaranteed for a year. I emailed back and said I am not complaining about the leather, but the wooden arms. At any rate BBB closed the case as the company told them I would accept their settlement - what settlement - they never responded to me. A friend of mine looked at the chair and he said it looks like the finish was painted on, not stained! That is why it is wearing off!

Boy, is there no reputable companies out there anymore who stand behind their product? That was a lot of $$$ for me to spend on 2 pieces of furniture but I thought GOOD QUALITY would last for a long time. I even wrote a letter to their home office but not even a reply from them. Buyer beware!

TUKWILA, WASHINGTON -- During the last week in January, we ordered a sofa, loveseat and recliner for over $3,000. The store did not have the set we wanted in stock, but the salesperson assured us that we would have our furniture within 8 weeks. As he put it - "99.9% of our standard orders arrive within that timeframe."

Around week 9, I called to find out the status of our order. The person who answered my call responded (in a very put-upon tone) "Why are you even calling? It's only a week late!" I was a little stunned, and explained I wanted to know when we could expect our furniture, so I could have an idea of how long to extend our furniture rental in the meantime. His reply? "We don't give out that kind of information to customers!"

I assumed that this person was probably an anomaly, but after speaking with several people at the store - each ruder than the last - I decided I might be better off calling the manufacturer. I called the manufacturer's "customer service helpline" and made my inquiry. The person who answered the phone sighed loudly and said, "Why don't you just call the store instead?" When I explained that I had already tried that, she sighed even more loudly and said, "Well, our tracking system is SUCH a pain to use." After much prodding, she finally told me, "I can't tell exactly when it will be ready because I'm not even sure it's in production yet. It could be several more months."

I called the store to see if we could cancel the order and they just laughed and said, "Sorry - we don't allow customers to cancel an order. It'll be ready when it's ready. You'll get it eventually." Since then, they've been stiff-arming us - putting us on hold and never coming back, offering to return our calls later and then failing to do so, etc. We're 12 weeks in, no closer to having our furniture, no closer to knowing if/when we might EVER have our furniture, and $3,000 poorer. If you want to keep your sanity up and your blood pressure down, buy your recliners elsewhere.

Update: Alright, my complaint stands, but I will give credit where it is due. My furniture finally arrived - after more than 12 weeks. Note to La-Z-Boy: Over a month late with no communication and no explanation is NOT okay. However, the delivery people arrived exactly at the time we scheduled, and the furniture is extremely comfortable. I know some other folks here have had issues with the durability of their furniture. So far so good with ours, but it's still quite new. I will add an update about that when we've had it a little longer...

SAVANNAH, GEORGIA -- My husband and I went to the La-Z-Boy store to purchase a sofa to match 2 recliners I had purchased prior. We liked the melanie model. We were told that the sofa was only available in that fabric and there were 2 colors available other than the red shown on the floor model. They provided swatches of the fabrics & checked the computer and said there weren'€™t any in the warehouse, but they could get us one in blue in approximately 6 weeks. We ordered the blue version of the sofa.

March 31, 2007 the sofa was delivered and it is not anything like it was represented by the fabric swatch. We returned to the store to discuss a resolution. Store manager, produced a store copy of our order & said that it was proof that we special ordered a sofa and according to the policy stated on the order the sofa was nonrefundable. Two things were apparent.€“ the store copy of the order had hand written notation '€œs/o'€ that is not on our copy of the receipt & the box with the information about special orders specifically states that all special orders require 50% deposit, something we did not do.

The manager said they don'€™t do that, but they follow the nonrefundable part! Also, they had marked out the first digit of the color of the item. I explained that money was not an issue when we purchased the sofa & if we could have special ordered the fabric we would have. An option we were specifically told by the salesperson was not available.

The manager was extremely unprofessional and rude. She abruptly ended the conversation by stating that she didn't have time for me and I could just contact corporate€. As we were leaving she stopped our original salesgirl who had returned from lunch and began coaching her on what the complaint was, while steering her into a back, private area. She was obvious in her maneuvering to ensure we were unable to talk to the salesgirl and verify our version of the story.

WALDORF, MARYLAND -- I purchased a $1,000 sofa custom ordered from La Z Boy in Waldorf, MD last December and took delivery March 2006. After much consideration, and discussion with sales personnel, I chose the fabric which was a high-end fabric at considerable extra expense. I have had the sofa about 5 months and it gets very little usage. To my disappointment, the fabric has lost the nap, it is crushed, does not rebound after being sat upon and it looks very worn and old like it came from a yard sale or out of Grandma's attic.

I have tried all avenues with La Z Boy, i.e., service department, customer service at headquarters in Michigan, the Waldorf store manager and the regional sales manager who came to my home today to inspect the sofa himself. I am repeatedly told by every department of La Z Boy "That is the nature of fabric. It is normal usage. There is nothing we can do about it." I told the regional sales manager that if this sofa was put into the showroom, it would never sell because the problem is undesirable and very noticeable.

I ended up asking him to leave my home since he wasted my time and he refused to back up the product he represents and sells. He had his mind made up before he arrived based upon the notes he left behind. Even the service technician noticed the problem, wrote it in the report, and steamed and brushed it. The nap perked up a little bit after it was steamed and brushed, then went back down after it dried. I should not even be expected to steam and brush expensive upholstery each time somebody sits upon the sofa.

Their service manager told me it was "buyer beware" when selecting a fabric for upholstery and that it is a chance you take when you customize a sofa in a selected fabric. I stressed to him had I known in advance the fabric would look this way, show wear this quickly, loose the nap after such a short amount of time and such little usage, I would have never chosen this fabric. I was never informed or warned by the sales people about any problems with this type of fabric.

Only now am I hearing this is typical of this fabric. I have asked La Z Boy to recover the sofa in another fabric, or order me another one with different fabric, to no avail. I am quite frustrated and sickened that I have thrown away $1000 on such an inferior product.

I have been helping my parents after my dad's surgery and never have I seen and received such poor customer service. My parents purchased a lift chair to be used for my dad's anticipated surgeries. It arrived with a metal rod that was sticking up in the seat area. The repairman said the lift mechanism was installed backwards at the factory. He corrected the error. Then a short time later the lift mechanism failed necessitating another repair trip. Now the part failed again approximately 3 weeks ago and they have kept putting my mother off saying "we will get back with you".

Finally, someone said the part was backordered and would arrive in 5 weeks. I said this was unacceptable since my dad needed the chair immediately. I asked if they could loan a chair until my parent's chair could be repaired. Was told they did not provide that service. My dad had the surgery and is home with the chair still not working. Numerous phone calls later, I finally reach someone at the corporate office. She was somewhat helpful and stated they located the part and would overnight it via FedEx.

A short time later that day, I talk with the person who is supposed to be the head of repair/warranty for our region. She states the part was not shipped overnight but 2 days and there is nothing she can do. She also went on to state that she could not arrange a repair until the part was in our hand. Rather than trying to find a solution the stock answer has been "I'm sorry, there is nothing I can do". She was actually somewhat snitty in her tone and kept trying to talk over me (and really, how incompetent do you have to be to screw up an overnight order).

Well at this point, my dad still has no working lift chair. We have no idea when the part will actually arrive and no idea when a repairman will be available. After seeing the way they have treated my elderly parents and myself, I highly recommend avoiding La-Z-Boy products.