La-Z-Boy
Reviews and Complaints

Hello,

I wanted to submit my information and experience with a local company store La-Z-Boy in Arlington on Cooper Street. I’m really wanting my money back so I can buy some quality furniture. Hubby and I are retired and don’t have money to waste. Your help is greatly appreciated. Also, check out all of the negative reviews all over the internet about this company’s shady reputation for not standing behind it’s own brand.

Consumer's Original Complaint :
Furniture is poorly made, we had issues within the first 30 days of ownership
I purchased a Niagara leather reclining sofa and chair set in February 17 2016. From then until now, your customer service has been called to our home 4 times! There is a design flaw in this set! The wood has cracked underneath but it's just particle board, not real wood. The arms have been replaced, something else underneath the arms, screws, etc. We have no children here, just 2 adults. We don't mistreat furniture. We only got rid of our last leather sofa because it was bright red and would not match our new floors and new wall color; it was 12 years old and still in perfect condition but it was from The Leather Center, not La-Z-Boy. I have extended warranties on both items. I received a voicemail from Angel from [protected] today stating that the person that took pictures of the furniture Wednesday August 17, 2016 sent them to your corporate office and corporate only wants to order new parts. I don't want new parts or for this sofa to be fixed on, I want my money back! I don't trust this furniture! That's like buying a brand new car and within 6 months the car has been back to the shop 4 times! That's called a lemon and the dealership would be replacing that car or refunding all money paid! Well, I want my money back so I can purchase better furniture! I expected much more from your company. I thought you stood behind your product, I thought you respected your customers. I don't want to constantly to be reminded every time I look or sit on this furniture how horrible this experience is. I don't trust this product! I plan to post reviews all over the Internet and social media about my experience with your company. Order number 0217606KXOL Total amount paid $3450.94 paid by check. Also I just learned that a lot of their stores are franchises which means their corporate office (La-Z-Boy) can't help even though these franchises are only selling La-Z-Boy products and their brand and logo and represent La-Z-Boy, ridiculous! For the money I spent, I expect better quality as well as better customer service.

Hello ******,

Thank you for contacting La-Z-Boy Inc.

We apologize your experience has been less than satisfactory. La-Z-Boy Incorporated works through the independently owned and operated dealers for all sales and service matters. We call on the dealers to act on our behalf to inspect any furniture in question and to make repairs in accordance with our warranty terms. Our warranty is limited to the repair or replacement of defective parts.

You will have to continue working directly with Angel and your service department to come to a resolution. Again, our warranty terms signed at the time of purchase state that our warranty is limited to the repair/replacement of defective parts only.

Kindest Regards,
Lindsey L. Customer Service Representative La-Z-Boy Inc.
One La-Z-Boy Drive Monroe, MI [protected]
[protected]

My response:

I'll say it again, I don't want this furniture! This item has been discontinued and probably because of how it was made. The quality is very much lacking! I don't want to do business with your company again because of this experience! I have reported this company to the BBB and my next step is to contact the media regarding your practices. There was a case with McDonald's where McDonalds tried to say that since it was a franchise and privately owned store that they didn't feel they were responsible. The judge in the case stated that yes they were responsible because the store represented the McDonald's brand and ruled in the plaintiff's favor.
I was hoping this could be settled without litigation or media involvement and maybe at some point in time I would possibly become a customer again, if your quality improved and your focus on customer satisfaction improved, but this lack of taking responsibility for your brand makes me re-think that.

I have purchased a sofa table from www.la-z-boy.com about 6 months ago and it was of a very poor quality but I did not mind.
But recently it just fell apart! It fell apart after only 6 months of using!
When I contacted customer service they said there was nothing they could do because 6 months already passed. They did not care about the warranty, they did not want to help me!
I still have my grandmothers table in the back yard and it's like at least 40 years old and there's noting wrong with it! But La-Z-Boy table fell apart after 6 moths. Amazing quality! Never again!

We ordered this chair P10-749 fabric D107408 chair acknowledgement #[protected]-001-001. we received it first week of Dec 2015. I contacted furniture co that material is piling and balling . we were advised to shave this. we still have to keep shaving this chair. It also has a board that protrudes out under of arm cover very unconfortable to lean on. why should we have to keep shaving this chair. At the time we ordered this chair we also ordered a couch and another recliner. we spent $3, 400.00 one this order and all the service or advice is to keep shaving this. We will never buy another La-Z-Boy unless this chair is corrected. As of right now I would take another chair in different fabric or Refund. this company had contacted sales rep and he say to shave it.

We bought a sofa and matching Love Seat La-z-Boy Greensboro outlet in January 2016. I think it's called the Rowan ReclinaWay in Peacock Fabric. It was delivered to us sometime before Valentines Day. Shortly after Valentines Day I developed a severe itchy rash all over my arms and legs. It gets worse every time I sit on the sofa or loveseat. The itching is severe and the rash looks like chicken pox or poison ivy. I have been taking Benadryl and using calamine lotion like crazy for about 6 weeks now. I went online and discovered there have been several complaints about a chemical LazyBoy uses to treat the fabric of their sofas to prevent mold and it is causing "sofa dermatitis" in susceptible individuals and obviously I am one of those individuals. I also read an article on www.webmd.com about people developing "sofa dermatitis" and it is coming from chemicals used in the fabric. I went to the Urgent Care Center the Saturday after Valentine's Day because the itching was so severe. He said he had never seen a rash that followed dermatones only on both legs and both arms. The only thing he could tell me was it wasn't scabies, shingles or Lyme Disease or Tick Fever. He told me to follow up with a dermatologist if it didn't go away and prescribed a low dose Triamcinolone cream that I could only use for one week. Now it's the end of March and I'm still breaking out. I have an appointment with a dermatologist. I'm bringing him a copy of the complaints I've read online and having a test done to see if I'm allergic to the material. We were told by the salesperson that all LazyBoy furniture is manufactured in the USA, however I read that the chemical DMF they are using to prevent mold is made in China. I would like a listing of all the chemicals and materials used in the Rowan models in the covers and the polyfill as well ASAP, except I've had no luck locating a contact number for any manufacturing plant for La-z-boy. If I find out from my doctor that LazyBoy furniture is causing this rash, I am going to report this to the Consumer Protection agency and News2 Wants to Know. I think people need to be aware that made in the USA does not mean 100% made in the USA. I have had no luck being able to locate contact information on where they manufacture their furniture. The only links to LaZBoy bring you to the store where you purchased the furniture. I doubt the sales people or store managers know every chemical used in the product. This has run up a doctor bill for me. I've spent a lot of money on antihistamines, topical creams and now two doctors.

We purchased a high end leather recliner in October 2015. The recliner was delivered with a broken frame. It's now March 18, 2016 and our recliner is still broken. We have spoken many times with the corporate office and the manager of the Emeryville, CA, store. We were advised that parts were ordered but no one has come to our house to repair the chair. We were advised that the chair is under warranty so it can't be replaced and we are not eligible for a refund. We are living with an unsafe broken chair in our living room. The Emeryville, CA, store is independently owned & the corporate office is saying the store owner is responsible and the store is making us deal with the corporate office -- no one is taking responsibility or has an incentive to make sure we are satisfied. We feel as we have been robbed. We should have checked out the many poor Yelp reviews before we purchased our chair. After so many months all we want is a refund.

We purchased 2 leather recliners in September, 2014. We paid extra for a 5 year warranty. In January, 2016, we noticed that the color was wearing off the leather on both headrests. We contacted La-Z-Boy customer service and were advised that they were out-of-warranty and that the extended warranty we purchased was for accidental tears, etc. when the service technician came out, he stated that he had not seen anything of this nature. He spoke with his supervisor, and their offer was for us to pay over $500 for materials to repair the recliners, with no labor cost assessed. These recliners were almost $3000. Total when we purchased them, and now...less than a year and a half later...they expect us to pay more! This is unacceptable. We, like many others, have owned La-Z-Boy furniture in the past, as well as other leather furniture, and have never had this issue. It appears that this is a manufacturing defect, and should be replaced at no cost to us. I have sent 2 letters to Mr. Kurt Darrow, with no response. Totally unacceptable from a reputable company?

On11/21/14 I purchased a recliner per the above order...We were advised that the chair could be upgraded to a firmer seat for a $100 fee. My wife also wanted a green color, however, the sales person, Shane Fleishour could not confirm that this color was available, so we settled on a blue...Upon receipt of said chair on 12/30/2015 the chair appeared to be what we ordered. Now only two weeks later, the seat seams to be less than firm. I contacted the La Z Boy store on 1/12/2016 at 11AM and spoke to a “Steve” about this order and he stated that to extra cushion status was not on the order, but the extra paid and our knowledge of this extra item seemed to confirm what we had ordered. He stated that he would have someone contact me within the hour...At 510PM on 1/12/16 I again called the store and the person at that time advised that he would email the appropriate staff and that I would receive a call the first thing this morning...I also called on the 15th of Jan. And was transferred to the store and advised that Shane would call me when he came to work at 12 noon AND STILL NO CALL BACK! Needless to say I have yet to receive a call, thus this letter, and now this complaint. As it stands, I paid for an item that I did not receive. No one from La Z Boy has responded. I faxed this complaint to the corporate office in Monroe, Mi. on 1/13/16 and no one from that location has responded either. Paul Rightler [protected]@gmail.com [protected]

have spent over $4, 000.00 since September on furniture (2 recliners and a long couch). There are problems with one recliner (stiching aiming loose) & our long couch ( two love seats attached) was never assembled correctly by the delivery guys (who simply stated "if you have a problem call your sales rep"). My complaint is that their "comfort care" service is extremely poor. If you have a repair issue they expect you to block off an entire day for the "tech" to come out and assess. You don't know what time until the night before. I thinks it's absurd not to schedule appointments for people.

About 3 1/2 years ago I bought a Lazy-Boy recliner at Arthur F Schultz Co. in Erie, Pa. The last couple of months we have seen splitting in the .. materials of the backrest & seat areas. When we contacted Arthur F Schultz we were told that it could not be repaired because the material was discontinued and no longer available & they could not replace it. When we contacted a upholsterer we were told that this should not have happened in such a short period of time andazy-B seemed to be a defect in material used in covering the chair. I thought that Lazy-Boy stood behind their product but see that is not so. I will never buy, or recommend, a Lazy product again. I hisope to receive a response to this complaint. I can send photos of product if you wish me to. Robert Brim e-mail: [protected]@msn.com phone: [protected]

I paid a small fortune for my lazaboy recliner back in 1982 largely because it came with a written LIFETIME warranty on the mechanism and all frame parts.

Many years ago it broke and they did fix it for free, but very recently it broke again and now they are telling me they discontinued those lifetime warranties and have no intention of honoring it. The lady further explained that they no longer have the parts for my old recliner, but offered me $100 off a new one.

My recliner replacement value is about $800 and that would not include a lifetime warranty. I don't care what their problem is, they owe me the lifetime warranty I paid for, not a discount that's less than what I'd get if I bought a chair on sale.

We purchased a $4000 beautiful sectional from a LaZBoy retailer and 2 weeks after the 1 year warranty expired we have had the mechanical device on the back of the chase go out. The stitiching has pulled apart on the cover, and the board broke on the end of the chase just from sitting down on it. LaZBoy did replace the mechanism and cover but refuses to fix the board that broke. I am extremely disappointed in the quality of their furniture I not only expected better quality, I expected better customer service.

I am a cancer survivor and suffer from lymph edema in my legs. Having a recliner is essential for my circulation so when my old recliner finally broke I needed to replace it as quickly as possible.

I went to the only Lazyboy store in Rhode Island on March 20, 2015. I purchased a Chair and a Half Jenna power recliner from them. The earlies Saturday delivery I could get (I work during the week) was two weeks later. The chair arrived on just on time. When the delivery people brought it into the house they didn't set it up right. They had me sit in it and recline and it moved very slowly. They then realized this was because the forgot to adjust the glides to compensate for the thick pile of the rug. I also noticed the left arm of the chair was a little loose but figured it was just me and signed and accepted the chair. I wrongly thought this company was reputable and therefore not to worry.

By Sunday I realized the arm was more than loose it was wobbly and the chair was making creaking noises. First thing Monday morning I called the central repair number. The earliest Saturday I could get for a repair time was April 18th. I said to them was I concerned as the arm was really loose and with it making noises what if something should happen. They said not to worry as it was recorded there was a problem so I would be fine. I then asked to speak about my options of possibly returning the chair and they told me I had to speak directly with the store. They transfered me.

When I spoke to the store manager he told me I could get the chair repaired. I said I had to wait over two weeks and I questioned just how good the chair was if after only owning it one day it was broken. I asked about their return policy. He said I had 3 days after purchase to return it for cash. I said, I just got it a day ago and it is broken. I wanted to return it. He told me I could not because I purchased it two weeks before. He then told me I could return it with a 30% restocking fee and a store credit. I told him that was ridiculous. How could I know it was broken within three days of purchase when I didn't recieve it until two days later. That's when he told me there was nothing more he could do.

I also forgot to mention, on one night when I was trying to sit on this chair and I went to put the foot rest down the left side of the chair collapsed. I had to lift the side and put up the foot rest and snap the side of the chair back into place. Also, when I had another my housekeeper come that same week, the pointed out the chair was crooked/leaning to the right.

So today is the 18th of April. Last night I received an automated call confirming the service call tomorrow between 12:40 and 2:40pm. Then this morning at 8:30 I received a message the technician phoned in sick so I had to call and reschedule. When I called and to reschedule they told me the earliest they could come out was May 6th. I told them I had to have a Saturday because I work. They gave me a date of May 18th. I asked how that was being reasonable when I purchased the chair almost a month ago and it was broken within one day. They quoted the company policy over and over again saying they repair and/or replace. I said what if they repair or replace on the 18th and the chair I get breaks again within a day. They said then they would repair and replace again. I asked to speak to a supervisor who could make an exception to policy. After they hung up on me and called back it was the same quoted company policy. I was told I had to take the date given and then she would try and get it moved up.

I could go on and on about the exchange. I actually had the call on speaker phone with a friend listening to the conversation. He couldn't believe what he was hearing.

I do not understand how a reputable company could basically stick it to their customer when a chair that cost well over $1000 broke with one day of receipt. Now the date did get moved up to May 2nd, but that means I paid for something I can't use and won't be able to use for a long time from the date of purchase. Chances are they will try to fix it by taking it out of my home and then I wait again for them to try and fix it. Or they decide to replace it and I have to wait a month before they have a Saturday free to deliver it.

After much consideration I decided to pay more for what I thought was a long lasting comfortable recliner. The chair still looks great. From original purchase there was a slight jolt when reclining. 10 weeks after the full year warranty the foot lift mechanism sheared off. I contacted LA Z BOY directly on their web site and did not receive any response. I went to the LA Z BOY store on I35 in Austin Texas. Very pleasant staff gave me the phone number to schedule a repair for 80- 180 USD. I have selected the first date available, it is almost a one month wait. They are unable to even advise me of AM or PM on selected date. I contacted LA Z BOY direct. Of course you must guess by now they did nothing for me. It is routine for these electric lift chairs to break. The Agent advised me LA Z BOY has no data as to the repair rates on this product. If nothing else, before you purchase the chair, TURN IT ON ITS SIDE AND LOOK AT THE RECLINE MECHANISM TUBING. Tap on it. It is cheap and way to light weight for the application. Thanks, Dwayne Duke

reclining mechanism broke several years ago, and has been replaced, but I had to pay someone to install the new mechanism since only the part is covered under LBoys warranty.

The leather has rubbed off, not just faded. It has also cracked, split, and both to the extent that now there is a hole in the right arm of the leather.

We ordered several thousands worth of Lazy Boy furniture from the store in Montgomeryville PA in February. This is a custom order and we were told it would take six weeks to deliver. WE ARE STILL WAITING. They purposely lie and mislead. They are eager to take your money but once that is done they wash their hands and say there is nothing that they can do and blame everything on Lazy Boy. Buyer beware - do not do business with these people they will make you all the promises under the sun at order time and then simply abandon you. Absolutely shameful!

we purchased a living room sofa and love seat and a rocker/recliner the sofa recliners are fine and so is the love seat recliners but the rocker recliner makes a big noise when closing it after being reclined we complained to the store that we purchased it at and they came three times to tell us it was perfectly normal and gave us a lesson on how to close it. I think it is outrageous to have to buy something that we cant use past 8 p.m. because if you close it, it wakes up the whole house and the apartment downstairs. can something be done to fix this. it is outrageous!

I placed an order direct with Lazyboy online. I was subsequently contacted by this store's general sales manager as local representation. He sold me on going through his store for the order. The order was cancelled nationally and re entered through his location. During the conversation when he sold me, I indicated that I needed the chair asap because of upcoming surgery. He indicated 6 to 8 weeks(8 weeks being the max). He reentered the order with a transaction date of 6-3 and a delivery date of 8-4 which was inherently a delay from my original order. When I followed up, I was told the order had been further delayed deep into August. I am still not sure if the chair was being drop shipped to me or whether there would be an additional delay for the chair to be brought in to this store location before being delivered. The bottom line is that when I asked for assistance from the store to expedite, the response was that they had "no control." I ask, what's the use in adding another middle man to the process if you take no ownership and can add nothing to the party when I ask for assistance. The sales person was continually interrupting my dialog, defaulted to the bureaucracy of the paperwork and exhibited no compassion or personality to my problem. The order was cancelled as I could foresee a nightmare developing and the store indicating "no control" and therefore no ownership on the matter. I will shop at another location in Kerrville and buy from their inventory. Thanks for nothing but added problems and delays.