La-Z-Boy
Reviews and Complaints

Used the designer at Lazy Boy Myrtle Beach SC. In accordance w/her recommebndations we ordered a couch, 2 love seas - all upgraded w/gel seating, 2 end tables, coffee table, a rug and several pillow covers. We also purchased a warranty and wa assured it was all covered, some with different time periods. In less than a year, an area on the rug was threadbare. I brought it to he attention of the store mgr where we bought it. He insisted I send him a photo, and refused to give me the name of the rug company where it was purchased by the designer. I was unaware that the rug was not coming from LazyBoy. He proceeded to inform me the rug comnpany said it was normal wear and tear and to have it professionally cleaned. I asked for thr number of the District/Rgeional gr which he refused to give me aned said he would hace her call me - its been 6+ mos of back and forth with this man. I have tried calling corporate bu hehold times are hours not minutes. I will NEVER purchase another Lazy Boy Product - I was lied to, deceived and ignored. We spent a lot of money there

I purchased a nubuck leather sectional sofa in 2021 and also purchased the customer care package. For the past two weeks, I have been calling to get a technician to come out to remove the stain but without success. I recently suffered a stroke and it has been very difficult to get this matter resolved.

I called [protected] many times. After being on hold for five minutes I am instructed to leave a call back number or stay on hold. When I decided to wait for an agent, there was no response after waiting an hour. I did receive a call back but like I said I had a stroke and the only way to call back was through the same system again.

I spent over $25,000 on La Z Boy furniture over the past 2 years. I expect better service from them.

We purchased our very first La-Z-Boy recliner without doing our homework only because we thought it was a reputable product and company. Unfortunately, we were mistaken. After waiting ~3 months for our recliner to arrive, the delivery team used the front door to our house to deliver the recliner. They set the recliner down, unwrapped it and literally walked out the door without even saying goodby to my wife who was at home for the delivery. My wife locked the front door to the house and went to check out our new recliner only to find the left arm had scratches all over it. She immediately called the Customer Service team in Dallas, TX to inform them what she found. The first question the Customer Service agent asked my wife after explaining the issue to her was "Did you sign for it?". My wife informed the CSR she actually didn't sign for it. The CSR proceeded to forward her a PDF of the delivery invoice showing how she signed for it. Well what do you know, there was a nice straight line crossed through the section where the "Customer" was supposed to sign. It was obvious the delivery team signed it on behalf of my wife. Once we go past this issue, the CSR agent asked for pictures of the damage. They claimed how their technicians were professionals and how they wouldn't have done this without notifying the company. Thank goodness our Ring Camera was working perfectly that day and caught the delivery team cramming and pushing our recliner through the front door like an oversized marshmallow. We finally get past this issue with La-Z-Boy agreeing to send a new left arm. However, later that same night, I went to set down on the recliner for the first time and it started making a loud screeching noise when rocking back and forth. Therefore, my wife called La-Z-Boy back the very next day during operating hours. The CSR informed my wife not only do we have to wait another ~2 months before a new arm is manufactured, but they are not going to come out to assess the chair for the screeching noise until then as well. We are now ~2 months later, the arm arrived and La-Z-Boy sent a technician to install the arm & fix the screeching noise. Once the technician was done, he asked us to set in the chair to make sure it functioned properly. Sure enough, the screeching was gone, and he had replaced the left arm. However, it wasn't until later that evening we noticed the stitching on the new arm was totally different than the original right arm. Also, that same night the loud screeching noise started again. The next day my wife called La-Z-Boy and informed them of our concerns only to find out we had to wait another ~3-4 weeks before a technician could visit our home to inspect our recliner. Here it is 4/4/23, the technician examined our chair only to determine how the swivel base is not square and they will need to replace the entire mechanism. Regarding the leather stitching issue on the left arm, he took pictures and said the "manufacture will need to make the decision if the left arm will be replaced".

On Friday, March 31 I tried to call two places to get help, it’s Friday afternoon and I guess they’re drivers want to get home for the weekend driving like maniacs in Ave Maria Florida almost ran my daughter off the road cause they’re not paying attention and there’s a lot of children here and in Ave Maria left my phone number with two people and nobody from that company has called me back because they don’t care!

Purchased 11/26/2021

Delivered 12/4/2021



BROKEN 6/7/2022

inspection for repair 6/18/2022

install repair 7/1/2022 25 days w/o chair



BROKEN 11/1/2022

Lazy Boy call me 11/18/2022

inspection for repair 11/19/2022

Lazy Boy call me 11/25/2022

Lazy Boy call me 12/16/2022

install repair 12/17/2022

install repair 12/20/2022 50 days w/o chair



BROKEN 1/17/2022

Called Lazy boy 1/19/2023

Lazy Boy call me 2/10/2023

Scheduled repair 2/11/2023

Lazy Boy call me 2/11/2023

Lazy Boy call me 2/11/2023

Called Lazy boy 2/13/2023

Called Lazy boy 2/13/2023

Called Lazy boy 2/14/2023

inspection for repair 2/14/2023 Never showed up

Pete at Store 2/18/2023

Pete at Store 2/25/2023

Called Lazy boy 3/4/2023

Lazy Boy call me to cancel 3/10/2023

inspection for repair 3/11/2023 Cancelled

Called Lazy boy 3/13/2023

Lazy Boy call me Monique 3/14/2023

Called Lazy boy 3/14/2023

Called Lazy boy 3/14/2023

Called Lazy boy 3/22/2023

Lazy Boy call me 3/23/2023

Scheduled repair 3/24/2023 Cancelled

Lazy Boy call me 3/24/2023



nothing yet 4/4/2023 78 days w/o chair

153 days













Called Corp. 4/4/2023 on hold now for 34.40 mins. still no answer

We ordered matching Lazyboy recliners in Novemeber 4, 2022. Sold and bought on a 2 month schedule, change to delivery 2-3 months when ordered. It is March 29, 2023 and we still don't even have a confirmed delivery date. They are supposedly ready and boxed, as of March 22, but no ship date or delivery date. We have paid 3,000 of the $4,000 cost of the chairs, a loan set up by Lazyboy. What can I do. I have no chairs and have a family reunion at my house on the 2nd of April. Ordered in November, a resonable time frame for our event.

Purchased this sectional 4/30/2016. At the time told would get free leather cleaner for life of couch but found out shortly after that that wasn't true. OK let that pass. Has a 10 year ultra shield Multiple 10 year Leather protection plan sent pictures of the couch having a dark grainy appearance all over couch, Told since entire couch cant help you, Wrote letter to Lazy Boy basically wrote me off. At the time couch cost 5101.00, which at the time was a considerable amount of money, I will never purchase furniture from Lazyboy again no matter how much I like it.

The chair is a year old. I paid $3000 for it! I am handicapped and must keep my feet elevated. I have paid $300 for the part that did not solve the problem! Over a month ago they said they ordered a part to replace the remote that had had burned out! I have been waiting since Christmas to use! Now, I spend my days in bed!

I live in Springfield Illinois. I have gone called every week, but no-one answers my calls!

My name is Sonia Lang, 217/494-4404.

Can you help? I am desperate!

Thank you

Furniture was delivered 6/30/22. By Labor Day fabrics was pulling badly. I am a window living alone. So there was no wear and tear on the fabric. I talked to a sales representative and was told to customer service but be sure and tell them I always wore socks or they would blame bare feet on the problem. Finally sent someone out to look at it. He said he would order replacement pieces. When I spoke to CS they said he told them he told me to get a fabric shaver and they were not ordering replacement parts. I paid $5,000 and this company will not stand behind its fabric. Do not buy from them if they won’t stand behind their product.

We purchased this love set with console on 09/08/22 for $3009.

We enjoy a glass of wine sometimes at night watching tv. So when we used the cup holders for a stemmed wine glass is tipped. We finally figured out a stemmed wine glasses will NOT stand up straight in the cup holders.

We went to the Westminster store where we purchased the loveset and they said there is nothing they can do. In fact, one lady told us to use a water glass and pretty much brushed us off.

All we wanted was 2 new cub holders thinking the ones we had were defective.

We had plans on purchasing the matching sofa but there is NO way we will be doing that.

To solve the problem I cup a piece of cardboard to fit inside the holder and have it rest on the inside edge at the bottom.

We should have gone to Furniture Row where we saw a love set for much less but figured La-Z_Boy had a good reputation, Guess we were wrone.

We purchased our first and LAST lazyboy furniture piece. I called to inquire about an apparent accounting error on what we were charged and additional charges that appeared after we paid our balance in full over the phone. I asked to speak with the office manager who decided not to come to phone but rather had a sales associate be a go between. After being kept on hold for 20 min I insisted to speak with the office manager who proceeded to get snippy with me for my being annoyed when I had every right to be annoyed.

Between this and dealing with a delivery department that clearly needs to update their operations system I can with confidence say that this was absolutely the WORST customer service experience of my life. Not at all what I would have expected from a name brand like LazyBoy. I guess they are living up the name, though.

In January 1998 I purchased a Lazy Boy Rocker Recliner which turned out to be a great chair. In 2020 I decided to get a new chair and retire the chair I had been comfortable in for 22 years. I went back to Lazy Boy and found a comparable chair that fit my 6'2" frame. I paid extra for upgrades amounting to about $300, padding being the largest of upgrades. Took about 6 weeks to get it. Got it home and sat in it for a couple of days and found the padding very stiff and uncomfortable. I went back to Lazy Boy and tried to trade for the chair I had originally sat in on the showroom floor. The manager refused any deal. I even asked for an even trade disregarding my $300 upgrade. No deal. He said Lazy Boy doesn't accept returns of upgraded furniture. He said I signed a paper that allowed only 3 days from "date of purchase" to change my mind and make a return. It took 6 weeks to get the chair, so the 3 days was gone. Swore I would never go back to Lazy Boy.

So I gave the chair to my son and went back to my original 22 year old recliner. This lasted until February 23 when I decided I really needed a new chair. After shopping around and finding nothing, I broke down and went back to Lazy Boy. I found a chair that fit my large frame and decides try Lazy boy again. The chair I tried was comfortable, but unfortunately, I did not recline the chair because there were other chairs behind it. It seemed to fit good sitting up, so what could go wrong. Well, the chair is fine to sit in, but when I recline the back stretches out and my head winds up between the top cushion and the next cushion down giving absolutely no support for my head. Most uncomfortable chair I have ever reclined in.

Two big mistakes. I did not recline it at the store and again signed Lazy Boys 3 day trial and return. I purchased the chair on a Friday which wouldn't arrive at the store until Tuesday. That takes care of the 3 days. I specifically asked the sales person if the 3 days started when I get the chair on when I purchase it. She said when I purchase it.

Now another chair to give away. Beware when buying anything from Lazy Boy. I hope I have finally learned about Lazy Boy.

Absolutely no customer service.

I paid $449.99 for 5 years of protection on my purchases prior to the expiration of my warranty I called the La- Z- Boy warranty company and filed a claim. As instructed I sent pictures via email. They informed me they would get back to me in two or three days. About 10 days later I never heard from them so I called them gave them the claim number. They said my claim was not covered and they were going to get back to me in in the order they received my claim. Guess they have a lot of furniture complaints. I called the store explained everything including what the sales person told me when I bought all the furniture which was and I quote. " Anything that goes wrong in five years is covered free.

Their response was "We don't do upholstery anymore" I thank them for their time and took them off my list of furniture stores. I would advise everyone to do the same. My sales order # is 272070.

Outcome:

Since we posted online, Corporate Headquarters contacted us and said THE "La- Z -BOY Store “ in New Port Richey was a franchise, and they would call the store and have them get back to us.

Today, March, 9th, 2023 the store manager from New Port Richey location called and said we could buy a new cushion at our expense. Informed him the sales person who sold me the furniture said everything was covered for 5 years.

I think they call that an implied contract. I told him I would be happy with on of three solutions

1. Fix the chair

2. Give me my $449.99 back since the warranty wasn't honored.

3. Give me a new chair.

He said sorry that wasn't going to happen and abruptly just hung up.

So let me sum up my experience:

The franchised store takes no responsibility.

The independent warranty company didn't even get back to me.

Corporate headquarters says it's not their problem because the store is a franchise even though they profited from selling the franchise.

Remember when you buy from the

"La- Z -BOY Store “ you're buying from all corporate independent entities that don't honor their customers.

The worst part for me is I had to post this review because another corporation just didn't care.

We've had our loveseat for about 4 months (around mid-November) and ever since it's delivery I've had issue with my back itching. Went to dermatologist, but no help. I've had several red bite marks, but couldn't figure out what the cause was. I kept itching until this past week and finally saw bugs coming out of the couch. I called an exterminator who said he has heard another Lazy Boy customer complain about bugs. I suspect there may be an issue in a warehouse where my furniture was stored. I would like reimbursement for $200 exterminator charges since it only started after couch arrived.

Chair purchased in February of 2022. The hand held control module has failed and been replaced three times, the latest on January 11,2023. It has failed again on, February 21, 2023. So that makes it four times in the first year. .I’ve been told the modules keep failing so La-z-boy has stopped using them. They didn’t tell me that when I bought the chair.

Bought it at Modesto, Ca store on disk road. Paid approximately, 3k. The day we received I called the store. They referred me to another department. That department referred me to another. When a technician finally came, he stated that lazy boy has never taken a piece of furniture back. I would have to write off the cost and wait for them to fix it. What is fixable about a recliner that is nothing at all compared to the one picked out in the store. Quick to take the money, no customer service whatsoever.

I am complaining about an additional charge after I had made a purchase on 7/15 and 7/18. It was for $1,110 and it was made on a credit card I never received nor activated. This was in your Tacoma store. The salesman verbally told me that I would owe $1,809 for both recliners purchased. The bank was Synchrony Bank. The $1809 was presented to me as a loan but it was not. It was a credit card account that again I never received or activated. I almost had the $1809 paid off until the $1,110 showed up on my 11/22 statement. I made an initial call to the bank and they suggested that I go to the store and as that the $1,110 be credited back to the bank. I made contact with Reace in the Tacoma store and he was very rude to me and refused to listen to me. This forced me to file a BBB complaint and an AG complaint that La z Boy did not respond to. I also filed a complaint with the bank and they investigated and determined I owed the $1,110 but lacked proof. I requested an another investigation. I also have a permanent objection to this $1,110. I am very furious about this and have made several calls to the bank.

I purchased two lazyboy leather recliners several years ago. One recliner broke and stuck in an unusable position. I turned it over and found the main square rod had broken where it had been tac welded. I was told when calling it would be 160 dollars per hr for a repair person. The chair has sat for a year as I'm not able to fix it or pay for a repair visit.

We bought two recliners. One on floor was grey and we ordered one in beige which the salesman said was in stock at warehouse. The times for delivery did not work with our schedule so we opted to pick recliners up at warehouse. When we went to pick them up the beige one was grey. It was ordered that color by salesman. I called store and after being on hold for some time the manager came on and I explained issue to him. He said they never had the beige in stock. I asked what they were going to do. He promptly told me to either take the chair as is or don’t take it at all. This is a heck of a way to treat someone who just spent 2grand on chairs. We basically had no choice but to take chair as is because we already moved our old chairs out. I will say, I do love lazyboy chairs but the salesman and manager both suck at their jobs. Either the salesman made a mistake or he purposely ordered wrong color either way they didn’t own the mistake. This is likely the last lazyboy furniture we will purchase, at least from your Webster, Texas store. If we hadn’t gotten rid of our old chairs and time wasn’t a factor we would have cancelled the whole order and gone somewhere else. Thank you for your time. BTW, your warehouse guy was outstanding.