La-Z-Boy
Reviews and Complaints

At our local Lazy Boy store, we made our choice, spending about 20 minutes discussing fabric, etc. After writing the bill, the salesperson told us the total was in excess of $100 above the advertised price. The explanation was taxes and delivery. Since I had my truck, I asked why I couldn't pick it up, with the explanation being that we were just in the showroom. I was then told that I could save the $100 by driving to the next state to the warehouse. When I asked then if I could pick it up at the store, I was told that there would be a savings of $60 (charging "only" $40 for the warehouse to store delivery) but I would have to load it myself. Their staff would only bring it to the door.
End of sale, we asked for a credit, and are now waiting for the credit card refund.

No more purchases will ever be made by us at a Lazy-Boy Store.

We returned to La-Z-Boy to purchase a new recliner. While there discussed purchasing furniture in near future for another room in the home. Unfortunately, due to our experience, we are not comfortable with purchasing additional furniture from your company.
Our power recliner was delivered today. Once delivered we realized the cord would run through our family room due to position of chair. This was not something we were thinking of when we were contemplating colors and style etc. I called the store immediately. (tags still on chair / old chair not even removed yet) We hoped to exchange it for the manual chair. We were told that their is a 30% restocking fee and additional deliver. This fee could not be waived even though the furniture had not been with us for more than an hour. The only option was to purchase an additional 220.00 battery pack -(this was on sale). Although I understand the need for a restocking fee, I did not realize it would be immediate. I was not home when the chair was delivered and arrived about ten minutes after. It was at this point I noticed the long black cord stretching across the room. Hence my immediate call to the store.
If it is the companies policy to limit the sales associates ability to satisfy customers shame on you. If it is not, shame on the sales associate for making it seem there was absolutely nothing he could legally do. He did inform us that it is illegal to sell a piece of furniture that has been delivered to a home, which is the reason for the restocking fee. I find it extremely hard to believe that chairs can not be returned! Even if the chair was used as a model in one of your stores. We were more than willing to return the chair and exchange it for another from La-Z-Boy. I am extremely disappointed, and was sure that we would have the same satisfaction with this purchase as our last from La-Z-Boy. Sadly, this was not our experience 8 years later.

Sincerely,
Lisa Kaczorowski

This is the second time in 2 years I have had to have the recliner pulley replaced on the armless recliner of my sectional. So I get to pay 13.00 for a part and $109 for a person to come out a fix the recliner AGAIN. Since the recliner was $500 to start, I have almost paid half of its worth in the almost 3 years I have had the sectional. And La-Z-Boy says there is no flaw with that part, right?!? I hope the money is worth it because I will NEVER purchase from La-Z-Boy again. Unbelievable!

I was told the chair was under warranty. I called Comfort Care and was informed that the part was covered but not the labor. For the service call it was going to be $109 dollars. The service man could not come out for three weeks, but they charged my credit card right then. At this time I expressed the importance of this chair. My husband is disabled and this is what he sleeps in. He is not able to sleep in a bed. I was told that was the best they could do, so we had to wait three weeks.

The Service Technician came when he was suppose to and was very nice and knew right away what was wrong with it, but they do not carry parts with them. He told us La Z Boy doesn't give out the extra parts to take on the service calls. This makes no sense to me because they knew what he was called for and an exact description of the problem. So he told us he would have to order the part and it would be another two weeks. Again we told him that my husband has to sleep in the chair and was told he would check at his home to see maybe if he had that part and call us back the following day. He never called us back. He did leave his phone number so I called him on the following Wed and he told us he didn't not have the part at home but he has ordered the part.

On Friday I was concerned about what address he gave for the part since my physical address and mailing address are different. I call Comfort Care to see where the part was mailed. I was told that the part had not been ordered since the Service Tech had not put in the work order until the day before, so now we have waited and wasted another week. We got the part ordered and sent to the correct address or so I thought. It was another $14.90 for, I guess, shipping since the part was supposed to be covered. I had asked for a tracking number and was told they did not have one but it would be mailed and should arrive in about 10 days. That was 10-27-17.

Well, I still haven't received this little piece of plastic that fixes the chair my husbands sleeps in. When I called this morning back to Comfort Care I was told they mailed the part, but wouldn't give me the tracking number and they sent it to the incorrect address. They wrote it down incorrectly. I was told they would send out another part since I hadn't received the first one. I asked if they would overnight the package and she said she would put a rush on it, but didn't say it would be overnighted.

So it is now Nov 13th, a little over six weeks since I had called about this and my husband still does not have his chair to sleep in. I have had to borrow a chair so he could sleep and it looks like it will be another week at least before he has the part. Then I will have to fix the chair myself since it would be another $109 dollars for the Tech to come out and fix it.

I use to think La Z Boy was the best out there and that is why their prices were a little higher then the other furniture stores. I will not be purchasing anything else from La Z Boy and actually I would have been better off to go out and purchased a new chair six weeks ago then depend on this company to honor their commitment to quality and customer service. I am extremely disappointed.

Robin Herbst

I was wondering if you could help me or pass this email to the person who can. I Purchased a corner sofa and chair from the SCS store in Durham. The recliner and the sloutch has not worked on one side of the corner sofa since it was delivered at the beginning of October. We have had a repair man out who didn't really know what was wrong with it but said he would look into it and then book another appointment. Since then I have had a phone call from the SCS store stating that they wanted to replace the full unit rather than fix it. This whole thing is a big inconvenience because myself and my husband have to rearrange a lot just to be in the house through the day . So far it has been for the delivery and the repair and then we had to finish work early to go to the store to see about replacing the sofa. When we arrived at the shop we were told that we could choose a different sofa if we would like. We looked at another model but were told that it was more expensive and to get that one with the extra storage units and the chaise end piece, we would have to pay over £1000 extra. We paid nearly £5000 for a sofa and a chair and were expecting the best and it came broken. I understand it happens but most companies, as a good will gesture, would upgrade the customer if possible to compensate for what has happened. Because of this we are going to have to take more time off work to get it all changed over and also have to keep a broken couch for another 14 weeks through no fault of ours. I was expecting a bit more after having to deal with this, but I don't feel like I have been offered anything to make up for this. The unit that we have decided we like in the shop is a 2 corner 2 with 2 storage units added and a rhf chaise in black along with he matching chair. One of the reasons we chose la-z-boy was because we were told by a friend that there was no better sofa and we would never buy another make again. I would be grateful if someone could contact me to speak about this matter.

thanks

[name removed]

we bought a beautiful set of leather couches no problem YET with them however we also bought Some end tables at the tune of 1200.00 dollars
we notice right away that one of the end table was leaking sap from it, as crazy as that may sound it is real wood and the note in the front of the table is leaking the sap from it.
I called to get it replaced as soon as I seen what it was doing, in the first week of purchase, well they will not replace the damaged product they sent me they want to take the table top off and put a new one on, I am VERY unhappy with that, I did not make an over 6, 500.00 purchase from Lazy Boy to only have something fixed. I want a brand new table not damaged just like the one I picked out in the store. NOT for one to be repaired, not to mention I also payed for the extra ins coverage, that they said did not apply to this issue. And another big complaint is I have ha to miss time at work only for them to tell me I will be missing more time from work o come out a second time to try and fix this issue. so now in my eyes I have payed even more for this set because I am losing money rom work. I guess a lesson learned, Raymour and Flanagan's will replace the problem and not make the customer pay or their damaged goods. I guess I will be back shopping at Raymour and Flanagan's they still care after you leave and Lazy Boy could care less once you buy and leave the store they pretty much told me not our problem now call ( lazy boy Customer care ) . and that was a joke.

Hello,

I believe that the content in your add could be offensive to a lot of people. When Brooke Shields says that she hopes her next child is a girl, it is blatantly making the accusation that girls are better behaved than boys and that boys are messy and reckless, and easier to raise than girls are. This is a bit sexist and could be offensive to boys, men, families, moms, and more! Maybe the add could have included both a boy and a girl jumping on the couch and spilling the drink in a combined effort? That way it doesn't target just the young boy.

My family and I are very unhappy with the large purchase we made just a few months ago at the store located on W Broad St in Short Pump near Richmond VA. We have had the repair service out within the 1st couple of weeks and will have to get them out once again. The Sofa and loveseat have given problems from the start. The electronic foot lift consistently gives issues. Now it doesn't lift at all.

We will not recommend Lazyboy in the future.

Regards,
Scott

The Champaign, IL store. The first time I went in I got a very nice older clerk who showed me the recliners I was intetested in. Later I went in and was rudely informed, "She no longer works here". The clerk who waited on me showed me some very nice lady size recliners, but all over $500 even on sale, I asked to see the ones that were less expensive she quickly showed them to me sayimg that tney were not as comfortable as the "teddy bear" recliner I liked at $599 on sale which is more than the ones I wanted at full price. I said I needed to talk to my kids who are purchasing it for me and left .
Today i and my son were tossed out when we arrived at 5:20 to possibly purchase a recliner. The clerk said that the store closed at 5pm and when we pointef out that the newspaper add said the store is open until 6pm on Sat she said that corporate don't know what they are doing. We left and won't be purchasing anything at the Lazyboy store ever. Not that my once or twice in my lifetime under $1, 000 purchases will matter.
Being shown only the most expensive items I asked about until I asked about the less expensive and not being waited on when we came into the store before closing are two very good reasons not to shop there.
I came home and looked up the hours of the store and saw that 10am to 6pm on Sat are the hours on your site. So why did the clerk tell me and my son the store was closed?

Received two Buchanan chairs two weeks ago. Poor workmanship with fabric covering and stuffing. The chairs were purchased at the Frisco TX store - 8294 TX-121, Frisco, TX 75034. ACK numbers are [protected]-001-001 and [protected]-001-002. Style is 029968 and cover is D146409.

I have been in contact with Lebo Industries customer service (franchisee for stores in TX) and corporate customer service. I have had a technician from Lebco Industries come out and indicate that my complaint is valid and repairs need to be made. Corporate customer service denies that anything is wrong and that the chairs are finished "per design".

I have escalated this to Lebco Industries customer service and Corporate customer service and still waiting for a response. I also contacted another store manager for clarification on the customer service process and he indicated that the technician is qualified and authorized to act on behalf of the corporation, which obviously La-z-boy is not doing.

I have sent my own photos of the chairs to both Lebco Industries and Corporate customer service as well as a comparison photo of the same chair on the Frisco showroom floor as neither customer service seems to believe me or stand behind what their technician observed.

I purchased in Sept. 2015 a leather recliner from Lazy Boy costing $700 along with a sofa bed. I purchased a 3 year extended warranty.These are used in a rental section of my home which I rent 8-10 times a year for 2-3 night stays. We occasionally used the room to watch a TV program or play cards. I't not like the chair is used every day ... probably actually sit in less than 200 times in 2 years. For some rentals, the room is not even used. Last week I went in to clean and was shocked to find the leather had torn at the seams and a square was coming loose. It was as thin as tissue paper. Now the chair has a huge section where only the backing of the leather is showing. I called Guardian about the warranty only to find they had no record of my purchase, I had the paper work in front of me.! Guardian said it may not be covered I called the store, Somehow they had failed to register the purchase. (they have now registered it) They had me call Lazy Boy Comfort Care, who in turn had me call the service dept. I called 3 times and left a message, and the call was returned the following day. After explaining the situation, I was told it was a manufacturing defect and would not be covered ( that only had a 1 year warranty) but they would send a service rep out if I wanted. They will come out in 3 weeks, but I need to be aware that I will more than likely have to pay for the back of the chair to be replaced. If Lazy Boy products don't last any longer than this, then I am telling you DO NOT BUY FROM LAZY BOY! I have other leather furniture in the same section that is older than 2 years and looks as good as the day I bought it There is no need to purchase an extended warranty! The service is bad! and I am a very unhappy customer.

I bought a sofa from la-z-boy in april 2016. By sept, 2016 it was pilling badly and the fabric looked very worn. I tried to use a sweater shaver to remove the pilled fabric (this is what a lazyboy customer service rep told me to do). Now I am out of my warranty period and my couch looks at least 10 years old. I was within my warranty period when I contacted customer service and they said "some fabric does show some pilling, but it should go away after you use the sweater shaver". It has not gone away, and I have used the sweater shaver multiple times. I paid over $1000 for this couch, which is a lot of money to me, and I am not able to just go buy a new couch. The one I have now looks just awful.

I'm writing because I am very dissatisfied with your product. We purchased our sofa about 4 years ago, and had to send it for repairs last year. The middle seat keeps breaking off at the back.
I think your warranty is wonderful, and have never had problems with our other lazy boy products. I just don't think it is right that we will have to go without and couch for several weeks, and pay for repairs to a part that was replaced less than a year ago.

Tami Bibler

9-1-17

Below are previous posts... As a recap, had an expensive LazyBoy Recliner breaking... Got a hold of them 24 July 2017... Unsatisfied, go to store purchased where the two managers their were stellar... Got me setup just to have customer care make an appt. for it to be looked at in Oct 2017 and appt to be "looked at"... As if doing me a favor I get a call from their sub contractor Furniture Services moving it up to 16 Aug 2017... So in their infinite wisdom they ship the parts the tech needs to the customer house and then won't let you schedule an appt. until those parts are physically at your house... Those parts arrived today over 3 weeks after the tech was here for less than 3 minutes and ordered them while telling me they won't fis the rip in the material that the failed part caused because the material is out of warranty? So now we are at over 6 weeks... I call the so called LazyBoy Customer Care Line and while the young ladies have been nice, they treat my service as if this kind of service is completely normal, while now scheduling the actual repair for 4 Oct 2017... Over 70 days since this issue was brought to their attention will have passed... Despite my telling them that ATT, Frontier, Time Warner etc are known to have the poorest customer ratings and that they are light years worse than those companies combined, but they continue to treat and act as if their service is normal... And this, despite my telling them that I have an actual Leather Recliner bought from Costco at a 1/4 of the price of theirs 5 years ago, that has never given me a single problem and that if it had Costco would have just given me a new one same day and it would have been over with... They people in "Customer Care"still continue to act as if their service is acceptable and normal just to repair it... A week maybe 2 on the outside would be acceptable for total repairs, 70 days is not... Their continuing to ignore customers and this final act of taking yet another month to get somebody out and finish this has guaranteed I will never spend the amount of money nor buy products from them again... Given their reactions at "Customer Care" by phone as well as writing to them by snail mail, email on their website and on messaging here... Not a single person has responded to these non phone options... being cowards about it... So it is obvious to me they do not care and think the reputation they used to have is going to carry them... well not on my dime, I have learned my lesson and make anyone I can aware regarding this nightmare of service and LazyBoy's actions in this process or lack of... I sure they think or believe they are too big to fail, but with type of service as I have received and the others I have read... I don't see them staying above water for a long time more... All you had to do was provide decent service LazyBoy and it seems your incapable or uninterested in doing so... And you definitely show no interest in fixing this severly broken system of yours... It is a damn shame and a spit in the face of the two managers (Store and Sales) at the Temecula store who did such a stellar job in helping me in the beginning of this fiasco... You should be ashamed but I know your not!
Recliner (Lazy-Boy Vince reclinarocker) purchased 2 years ago (3-04-15)... Has squeaked incessantly since day one with every little movement but worked fine. Had to learn to ignore thinking it would eventually break in, it did not... Original sales ep misled about lifetime warranty... Recently the recliner mechanism has gotten rough to use. Now it will not recline completely and I have to walk around to push back up straight. I have thoroughly looked at the mechanisms and could not find any reason for this... Called Lazy Boy warranty, was told by agent they cover parts but will charge me to have a tech come out, will charge me to deliver the parts to my home and then tech will come back... Also when tech comes out they will charge me more should it take the tech over an hour to do but they won't tell me what that rate would be...
Very disenchanted... When I spent almost 3 times what a good quality recliner from Costco would have cost me, and this one was on sale... I thought I was getting a well backed, well built quality product... Apparently I was wrong...2 years of use is no bargain for sure and unacceptable for high the price paid... Will go back to Costco and buy a recliner that is 100% covered for 5 years and get rid of this so called great company Lazy-Boy, and it's so called superior built furniture, what a croc... Good Riddance!

By the way I found the issue which is an anchor in the chair arm towards the rear left side detached... The back piece of chair mounts on an arm on each side that the recliner mechanism attaches and pivots on at that point of failure. Appears to be unrepairable without taking fabric off... also the arm on that side the back piece slides onto, bent due to the failure of this anchor to remain affixed to the chair frame...

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8-16-17
Need warranty work for a chair that failed in 2 years... The piece that failed also tore a hole in the fabric... Lazy Boy In Temecula's, Nansee and Linda (Store mgr and Sales Mgr respectively) were terrific in helping me after I explained my issues and jumped all over it especially after I showed them pictures... Unfortunately Lazy Boy called on their urging and they set me up for a September service call on July 25th from the main office through their contractor Furniture Services... Furniture services called a day or so later to tell me they were moving it up to today Aug 16th as if that were some big consolation, still almost a month out... So two days ago a recording tells me they will be out to my home between 5pm and 8pm and want me to verify which I did electronically... The tech shows up around 6:30pm... As we are walking in I express how it is not good how long it takes to get service on this expensive product and how late this appointment is... he counters that he has 13 calls a day and how busy they are... I express that maybe his company should hire more people to which that apparently offended him and he started getting combative from there... Won't get into the argument that ensued when he told me a part was fine, when it was clearly bent and the fact they would not repair the hole clearly caused by the failed part... I told him if he represents his company in that way and their ok with it, it was no wonder the service times were so poor... He then told me angrily that he was ordering parts and when they arrived at my home to call his company to set up another appointment... I asked if his was repair was going to hold up and somewhere around this time he said yes while at the same time insinuating that I must have done something to make it fail and I admittedly wise [censor] at that point said, yes if sitting in it and reclining and never ever plopping would be the reason or I asked, do you think I'm am too oversized at 6'3" and 235lbs for the biggest chair Lazy Boy makes? To which he back peddled... I then asked if that appointment would take another month or more to which he really got pissed about and stated angrily that he was just the tech, it takes whatever they say... I told him it was all a piss poor way of doing business and did not represent a supposed high end company very well... To which he left my house as fast as possible, got red and sped off... By the way he was in a personal vehicle had no tools and did not seem prepared to fix it if no parts were required... No ID and no uniform of any kind... the lack of professionalism was very clear... They thing is I feel so rotten for Nansee and Linda given what they did just to be let down by this contractor and the parent company who is responsible for these people representing them so poorly... I would do business in a heartbeat with Nansee and Linda I think they are straight shooters and fabulous at customer service... but unfortunately I don't think I can ever justify the expense of buying more Lazy Boy items given the treatment I have received the one time I actually needed warranty help which in my opinion should have never happened... The worst part of all this with regards to warranties... is that I have a 5 year old Leather Costco bought recliner I have never had an issue with, that I purchased for less than a third the price of this Lazy Boy and 100% guaranteed that if while under warranty something had happened, Costco would have absolutely replaced the chair on the spot without the craziness of dealing with Lazy Boy... Just my experience up to this point... and who knows when this chair will actually be fixed?. wild would be an understatement... and relaying my experience in what is actually a brief representation of all that has transpired to this point...

Hello Lazboy;
I am not sure who I need to talk to, so I am sorry if I am doing this wrong.
I was hoping you could help me with my recliner.
I purchased this recliner at Sears in Chillicothe, Ohio 45601, Feb, 2016.
At the time of delivery there was noticeable damage to the back of the chair and I had to have it replaced. the left side of the back was was broke.
Since then the back has broken again in the same place, with springs coming through.
But since the purchase the Sears store has closed and I am lost on what I can do.
I have enclosed a copy of my receipt .
I can send pictures if you need them.

Any help would be greatly appreciated.
Thanks so much for your help in this matter. Roger

Purchased from Santa Rosa, CA store on July 3, 2017
Delivered August 17, 2017
After taking off two interior doors and struggling to get the sofa into my guest room, delivery guys found Inner structure of sofa bed was broken so had to take doors off again and take it back to warehouse for repair. Now they want to redeliver it next week.
Delivery guy also told me that air bladder needed to be used as often as possible to keep rubber bladder supple.
I had planned to use infrequently.
I don't like the quality of the product and salesman should have advised me about bladder issues. He did not.
I asked to have my 50% deposit refunded as I don't want this sofa. It's still at your warehouse being repaired.
Store manager said he will not give me the deposit back and I have to take the sofa or lose deposit.
He said it was a custom sofa and therefore, no returns. The only thing I ordered was a differ color fabric in the "stock" fabric so how is that a custom order? I would have had to buy the floor model in order to avoid a 'custom order' ?
Guess when I signed paperwork, I gave up my right to decide not to purchase and accept the sofa.
I would like to speak to a corporate manager or I will have to take it to a consumer rights organization.
I bought from Lazy Boy cuz I expected hi quality products and customer service. This was my first time buying from you.
The customer service in the Santa Rosa, Ca store is very poor and I am highly dissatisfied and disappointed. I was treated like the customer service I experienced at low-end furniture stores.
All I want is my $1.000. deposit back and cancel the re-delivery.

Please call. Thank you.

Gail Seymour
[protected]

Unknown Spot on Front Edge of seating cushion shows up. This on section was constently needing cleaning as seemed it attracted color transfer from Jeans. When unknown spot which we thought was a stain when we contacted warranty services we know think its a section that the finish is coming off as it expanded in size after attempted clean from technician.

Manager has decided this is not covered by warranty thus we are stuck with a blemished piece for furniture. We purchased Platinum Warranty as Salesperson said it covered anything that could happen. We said we have a dog and worry about punctures he said covered. (Apparently that was a lie) We said staining from Markers etc because grand kids get creative we get covered. With his recommendation we by peace of mind.

Fast forward to current problem and we are not being looked after and there is no coverage, plus local manager very arrogant about calling back and discussing and skewing facts to fit his need to deny us resolution.

Chris/Steve Rudy purchased recliner 03/16/2015 lancer recliner w/memo foam email:[protected]@canby.com
Defective memory foam does not stay in its original form, bunches up, travels out of place.
A claim was submitted but not results. (claim placed 02/02/17)
Were told that Lazy boy is aware of the problem defect and has had problems with the memory foam but ignoring.
We need to have the chair repaired what are the options. Your immediate attention please.
My husband has been tolerating this for some time this been a bad experience for him. We have purchased several Lazy Boy products as my parents have been loyal Lazy Boy customer for years.
Regards, Christine Rudy