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1.6 438 Reviews

La-Z-Boy Complaints Summary

64 Resolved
373 Unresolved
Our verdict: With La-Z-Boy's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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La-Z-Boy reviews & complaints 438

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6:44 pm EST
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La-Z-Boy Sofa

I bought a new sofa from your Pleasant Hill, Ca store on Memorial Day weekend 2024 and it was delivered late July. The arm of the sofa obviously has a flaw in it. Looks like a piece of some fabric or a piece of a part of the construction under the fabric has come to the surface. I paid $75.00 to have a service rep come out to look at it and to let us know how Lazy Boy can repair this problem. He came out to our house, took pictures and explained what needed to be done. Lazy Boy never followed up with us so I called to only have them tell me that the service rep said, “the sofa was up to Lazy Boy standards! What! I bought a sofa from Lazy Boy because of their reputation of having well constructed furniture. I can’t believe this sofa is up to their standards. I didn’t pay thousands of dollars to have a flaw in the arm which in the future will most likely make its way through the fabric. Unfortunately it is hard to see in a picture but I will submit one anyway.

Desired outcome: I want the arm to be repaired, no sofa should have a flaw of something coming through the fabric!

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8:17 pm EST
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La-Z-Boy - Bait-and-switch sales tactics

My wife and I went to the La-Z-Boy gallery in Pleasanton, California, on September 4 of last year to take advantage of your Labor Day sale. It was advertised as a no interest, no down and 30% off. We were enticed by those terms. After looking at several models, we chose one couch and an armchair that suited our needs. The salesman checked our credit and...

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3:38 pm EST
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La-Z-Boy - Sofa recliners out of Frisco, TX

I'm writing to let you know of our awful experience on the purchase of our Lazy Boy sofa and 2 rocker recliners, out of the Frisco TX store. We ordered our ($14k) Lazy Boy furniture in August, 2022 and it was delivered in January of 2023, 5 months later which is how long they told us it would take. Then in mid June, both electric recliners broke on each...

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12:51 pm EST
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La-Z-Boy - Recliner

Bought recliner from Memphis showroom arrived late, and delivery setup were a mess. The chair was not properly assembled, causing one side to not hold any weight, squeaking and metal snapping noises. A repair man came out a month after filly complaint looked at the chair and left, came back weeks later and added filling to the chair back. Chair is still not...

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6:10 pm EST
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La-Z-Boy - I am trying to order a part for my rocker/recliner/glider.

I purchased the chair in Peoria, Ill. March 2, 2018. It is a rocker/glider/recliner. I have been trying to get new parts since July 2023. A part on the chair broke. It is a bolt along with a part that has bearings in it. The bearings are totally destroyed. I have been making calls, text messages through Comfort Care. I get nowhere. I have gone through the...

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2:21 pm EDT
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La-Z-Boy Quality of materials and service

The massive padding failure after 15 months on our $1500 LAZYBOY rocker recliner rendered the chair unusable without restoration. The warranty does not cover padding and LAZYBOY wants more than $600 to restore, so we have no alternative than to take the back to a local reupholstering shop. Do not expect the same product quality or service that LAZYBOY was known for years ago.

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4:56 pm EDT
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La-Z-Boy recliner

I bought a recliner and many warranties in early June 2023. It was finally delivered in mid-September and it looked lop-sided and felt like sitting in a hole. I called the sales rep where I bought it and sent a picture- she contacted the furniture repair people they use and again waited 2 weeks for them to walk in, take one look and said the whole core was broken and obviously had been delivered that way! He said he would order the chair core and put it in when it came. It is now mid-October and nothing- I am disgusted after paying over $1500 and don't even want the recliner anymore. What can I do about this?

Desired outcome: I only had time for one payment and I would like everything cancelled and they can have their chair.

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2:05 pm EDT
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La-Z-Boy Lazy boy leather couch peeling

Bought what we thought was a good quality leather couch from Lazy boy, after 4 years just noticed that the leather is peeling like what a pleather couch would do. Tried to submit a warranty claim to be denied for normal wear and tear. We paid $4,000 for the couch and did not expect this to happen. If it is leather it is the bonded leather and it is super thin. This couch is a piece of crap. I will NEVER purchase anything from Lazy Boy EVER AGAIN! We shopped around for a couch and thought we were getting a good quality couch; guess we should have saved the money and went with a throw away couch like this one seems to be. Very Dissatisfied with the leather quality. We are not overweight and we are not hard on our furniture. It gets sat on for maybe max 2 hours in the evenings.

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4:43 pm EDT
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La-Z-Boy POOR SERVICE-Store manager

I Have never written a review before, but then again I have never been as upset with a store or a store manager before as I am with La-z Boy Hunt Club road.I have been trying for at least 8 months to get a chair repaired for the second time.The first question I asked was is it under warranty, they said yes, so I said this is not costing me, they said no charge.The first time they came out they said it was broken and they would order the part and call me .This never happened , after many calls and weeks passing,they say the part has arrived.They come and oops wrong part.So again we start over and again many weeks and calls go by.No reply so I take a day off work to go to see th manager.In front of several other people he looked me in the eye and assure me that when they return with the part the next time if the chair is not fixed then he would replace it.Finally the parts are here,service comes to repair my chair and guess what when he is fixing the chair he breaks another part.Now my chair is all taken apart in pieces.The tech tells me I better put all the parts in a bag to made sure they do not get lost.Now the chair can not be used at all.He leaves.I leave several messages for the store manager,customer service and any one else I can.No return call.I I finally leave the store manage a message to say I would be in Friday to pick up a refund cheque.No one calls till Friday morning, the manager left me a message to say that Cyrville Road had to issue the cheque and only under the condition that the furniture was sill at my house(and that message is still on my answering machine if anyone wishes to here it)Then every one else starts to call me saying there was no refund coming.And if that is not bad enought then the operations manager has the nerve to tell me if I want the repairs done I will have to pay.I then head into to see the manager at Hunt Club again.He looks me in eye and denied ever telling me that.He says I must have misunderstood him and that the furniture was out of warranty.I explained to him that he had the invoice in his hands right from the start what was the problem, he said he did not notice.I am not sure if they treat all customers like this or just seniors.I have never been so disgusted is a store or a store manager in my life.Eight months later my chair in pieces and I am expected to pay to have them put it back together.Warning people stay out of that store.

Penny W

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1:55 pm EDT
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La-Z-Boy False information given when placing orders

When we purchased multiple pieces in March, 2023, at the Pineville, NC, store, the sales rep wrote "8 weeks in production" on our receipt. The following month we received an email (the only email we have received from them) giving a link to check delivery date. In April, it said delivery in October, which is obviously not 8 weeks. This furniture included a recliner for our 79 year old sister who really needed the recliner. We were shocked at the new delivery but when we contacted La-Z-Boy they advised the sales receipt stated in the fine print that it could take 1 year. In April the La-Z-Boy website still said it would take 8 weeks for custom orders. La-Z-Boy said we would lose the deposit if we cancelled and bought her a chair somewhere else. Today I checked and now it says the furniture is not scheduled until December. No communication for La-Z-Boy at all, no apologies or reasons for the delays, nothing. Just a defensive attitude when we contact them. Needless to say our family will never do business with this company again.

Desired outcome: To be able to cancel the order and receive a full refund.

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Update by J S Haigler
Oct 09, 2023 4:01 pm EDT

The email provided in La-Z-boy's response does not work.

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7:09 pm EDT
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La-Z-Boy Service

To whom it may concern,

my husband and I were looking for a new sofa set 08/13/2021.

We had la-z-boy recliner in past that we loved and quality was great. We choose la-z-boy because we know how well they are made and last. The day I purchased it, I was told there were 8 love seats on the way to san antonio, texas and that we would have our love set before september. I told the sales lady that would be great cause our anniversary was in september. I kept calling to see when it was coming and unfortunately I didn't get a call till february of 2023 that my sofa and love seat had arrived. I ask if we could pick them up at warehouse because we were so excited it had arrived. She told me that the sofa was at warehouse and the love seat was at the store. I told her we would come get the love seat. When arrived at store I was told it was in the back. When I got to back th sales lady was wiping the leather down. I said your not giving me the display are you and she said yes she was. I said then you need to give me a discount. She claimed that the lady that sold it to me charged me for one without the console and they weren't going to charge me the difference. I then ask if the electric control mechanism were covered with the warranty. I was told it is a seperate insurance. She would check to see if I purchased it. Well she said I didn't but the lady that sold it to me covered me for 6 yrs. On furniture so she could change it to 3 years and apply the other money toward the mechanism policy. Once she was done my origanal receipts were in amt $7808.87 new charge was $8235.82. I have been losing sleep thinking about how wrong this is and how many other customers are getting used furniture and not aware of it. We had the sales lady who sold us this furniture check to see if you could get the rocker in a swivel and if she could we would buy the set. She said yes. We did finally get our rocker recliner in may 2022 but it was not a swivel rocker which is what we were suppose to have ordered. I am very sorry that this is how some of your customers are being treated and wasn't sure if you were aware of these practices. I don't believe it was right and don't want to go through this again. Also hope know other customer has to either. I have original receipt showing total $7808.27 and receipts where changes were made and now total: $8235.62 if you should need them. Please beware of these practices.

Thank you,

lowayne & dolores barnes

Desired outcome: I personally would like the difference between the two sales receipts refunded back which is $427.35.

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1:02 pm EDT
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La-Z-Boy "leather" recliner

Bought a recliner chair, took over 9 months to get and no updates.

Told it was leather... it is not, it is bonded leather which is a manufactured product made from ground up leather scraps an glue. It scratches easily and is not repairable, junk.

Would not have bought it if they were honest about it.

Over priced and they only care when you buying, after that it's crickets.

For this much money I thought we would be kept up to date on seemingly endless changes in delivery dates. Nope, couldn't care less.

Never again Lax-y-boy for anything..

Desired outcome: Other potential buyers are warned.

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12:07 pm EDT
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La-Z-Boy Product not delivered

I am writing to address my growing concern and frustration regarding my recent rug order, Order ID #sph000954235 on March 11, 2023

I placed this order with high hopes, but unfortunately, my experience has been far from satisfactory. The primary issues I've encountered are:

Delays: The rug order has experienced significant delays beyond the originally promised delivery date, and there has been no communication or updates provided regarding the status of my order.

Unprofessional Behavior: My attempts to reach out for status updates via phone calls have gone unanswered and unreturned, which I consider unprofessional and unacceptable customer service.

Due to these ongoing issues and a lack of buyer confidence in your company's ability to fulfill my order satisfactorily, I have no choice but to request the immediate cancellation of my order.

Susan Kaczorek

[protected]

Desired outcome: return phone call. cancellation.

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11:03 am EDT
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La-Z-Boy - Lazy boy chairs with bonded leather

I have been buying Lazy Boy chairs for over 50 years and I love them. However, as old as I was I never knew what bonded leather was until I bought a bonded leather chair, and within a few years the leather started separating on the arms of the chair. I kept patching it with vinyl patches and eventually covered the patches with chair arm covers, until I...

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1:53 pm EDT
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La-Z-Boy Recliner

Regarding a recent encounter with the store manager of the La-Z-Boy store in Phoenix, Oregon. On 2/27/2023, I purchased a leather recliner (sales order #[protected], for a Jasper Model#016709-LB152258 in TF Smoke) for $1,361.99, with an added 5-yr protection plan ($79.99) and delivery ($59.99), for a total of $1,501.97. I paid, in full. I was told delivery wouldn't be until mid-April, but to call for a status update in April.

I called on 4/1/2023 to inquire if there was any update. The gentleman, later determined to be Adam Pfeifer (although he gave me a different first name when asked), who answered sounded annoyed, but politely asked me to hold. When he returned, he said, "OK, it's not going to arrive until late July or August." I balked at the, now 5 month, time frame. He was less than understanding, and became rude and dismissive. I then asked to cancel the order as I needed the recliner for health reasons. His response was, "I guess you should have read your contract. This is a special order and can't be cancelled."

At his extremely arrogant and rude response, I asked to speak to the manager. "I'm the manager, so I enforce our policies." I asked to then speak to HIS boss. "Sure, no problem. I'll give you my dad's number. He'll just back me up." He then said I needed to talk to my original sales person if I had a complaint. "That's her job." When I disagreed, and said, "No. If you're the manager, it's YOUR job to handle customer complaints." He literally laughed, loudly, and said, "Nope, it'snot. It's her job." There was much more to this conversation, and some was me expressing my anger at his cavalier attitude, and rude comments, but I've already bored you, I'm sure.

I was never told the color, which was displayed on a different floor model, was "special order", or as you call it, "uniquely [yours]". I was never informed that this meant it couldn't be returned or refunded. I was never offered the opportunity to read the back of the contract prior to purchase. I called the Bend, Oregon store, and they confirmed they are telling people 4-5 months for delivery. So why was I told 6 weeks? Had I been told 5-6 months, I would not have purchased. Perhaps that's WHY I wasn't told?

I also can't understand why, if delivery isn't happening until July or August (so it's not manufactured yet), the order can't be cancelled and refunded.

Not only is your Phoenix manager unbelievably rude, I believe he operates in a completely unethical manner. My salesperson even called me back that afternoon, and whispered, "Hi, this is Linda. I overheard your conversation with my manager, and if you want to take this further, his name is actually Adam".

I have purchased 3 prior La-Z-Boy recliners (in California) before, and never had such a horrendous encounter. I would like a better resolution to my problem.

Desired outcome: I want a refund

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5:43 pm EDT
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La-Z-Boy Brown leather furniture discolored right away

I moved here in 2020 and purchased in couch, love seat and recliner a display model during their July promotion. Nearly $5,000.00 also a bedroom set. From Downey furniture to Dallas, Oregon. Right away< I noticed discoloring on the head cushion behind my head on the love seat couch which I use most. I went in right away to Downey's furniture and asked the owner carol about it. Oh, she said if you're on blood pressure meds, it's going to do that. I was just brushed off. I'm on low dose5 mg. That didn't make sense to me. Now the leather is discoloring under my right arm on the armrest. And I noticed the seat is discoloring. I also noticed a tear in the leather on the left side of my cushion. I never have anything sharp near the set. The prior owners' carol retired. They had a store for 30 years-I guess. Now grandson. To me, the paying customer, they should have offered a warranty guarantee. I went in right away. They get your money and forget standing by product./reputation. I don't think they handled it at all, just passing it off like that's what will happen. I asked another sales rep and they said it would take years for that to happen if that was the issue. It looks like the brown leather was litterly a sprayed on the leather thin. To wear out right away doesn't seem like very good product. I thought lazboy had a better reputation and stood by products. I wanted to buy more but this really changed my mind. Lack of customer's service and concern. And when I bought and paid for set — no, thanks, just a comment "well, I guess I'm going to have to order another set'. No customer service, or thanks for shopping here and paying cash for my $5,000.00 nearly. Shocked=I was over in Idaho for 13 years with DAV husband at VA. If you bought something/anything, the furniture store would send you a thank-you note for your business. Good public relations.

Desired outcome: i WOULD LIKE THE BROWN LEATHER LOVESEAT REPLACED LIKE WHEN I ASKED ABOUT IT WHILE ON WARRANTY AND RIGHT AWAY I NOTICED IT.

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3:49 pm EDT
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La-Z-Boy Product falling apart within first year

Tried filing a claim within 1st year. Franchise sold to another and service companies changed so my claim was not serviceable. New service company won't cover for original first yr. warranty claim since the claim with them is now gone just beyond the 1 yr mark and Comfort Care dosen't cover my service area anymore. I have a broken recliner on my power loveseat and a partial non-functioning power recliner chair. Worst Customer Service and Quality I've ever had and I grew up in the furniture industry. I want to scream! Also would like to contact La-Z-boy corporate but no number to contact them. Only number I can find is Comfort Care who refers me to my local store, who wants me to pay $75 inspection fee and $125/hr labor fee even though this is an original claim in 1st yr.

Desired outcome: I want my furniture fixed as it should be with no labor charges (1st yr warranty coverage)

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La-Z-Boy Made with cheap materials and very poor customer service

Bought a couch about 3 years ago. We haven't used it much in that time. Recently we've completely renovated our living room and it was time to put our couch where we wanted it to go.

We took the blankets off that we had covered it with, (to preserve it's "newness" and protect it) and found that there were several spots where the faux leather had "cracked" and spiderwebbed out, leaving black patches and lines in the cushions.

In the past few weeks, I have tried calling their customer services several times, only to listen to their "hold" music for 30 minutes at a time. As I'm writing this I've been on hold for 23 minutes again. This is ridiculous.

I remember my dad having a Laz-y boy recliner when I was little and I thought I remembered it being high quality. He loved that recliner. Obviously I was wrong, due to my own experience and the other reviews I've read here. Very poor quality, will definitely be looking at other brands next time we make a furniture purchase.

Desired outcome: Would LOVE to have someone answer the phone. I would also like to have the couch repaired.

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1:04 pm EDT
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La-Z-Boy The delivery that wasn't

We ordered a chair at our Monroeville PA La-Z-Boy. It was to be delivered yesterday July 8th between 1:15 and 4:15. I received a voice mail and email for delivery confirmation. At 5:15 I called the Monroeville store to find out why my chair was not delivered. The woman that I spoke with (who was very nice), said she just received a call from the the person who's delivery was prior to mine. As the "tracking" was not working on the truck-she pulled up the manifest. She also stated that she sent them an email (not sure why drivers don't have cell phones or at least a radio in the truck) but she received no reply. She said that they are two deliveries prior to ours and it shouldn't be that much longer. The store was closing in 45 minutes and if they didn't show up to call them back after 11:00 (Sunday).

I never received a phone call or email from the delivery team. That is totally unacceptable. I wasted basically an entire Saturday waiting for them.

We have ordered furniture multiple times from your company in the past with no issues. I can honestly say that I am not sure if we would order anything in the future, which goes for anyone I know and my children who one of them just bought their first home.

Called Sunday spoke with one person and I told him is there a manager that I can speak with as I don't want to yell at you. Manager called me back, I was then told that a truck had broke down on Thursday (but I still received confirmation). He wasn't sure why I didn't receive a phone call to reschedule deliver. We bought the chair off the floor as they were having a remodel sale. My chair in Monroeville (20 minutes to my house) was sent to the warehouse in Ohio-I was told to be checked over that all the parts are there..(they do this with all the furniture) REALLY. They could not reschedule delivery as it was still on the truck. He called me this past Monday and deliver was set up for another week out. July 18th.

At the very least I should be reimbursed the $99 delivery fee. For wasting my day off (and it was a beautiful day in Pittsburgh) waiting for a delivery.

Seriously not even a phone call. Not a great way to run a business.

Desired outcome: I want at least my $99 delivery fee.

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12:33 pm EDT
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La-Z-Boy Rocker recliner chair

Purchased just over 2 years ago. My husband needs to sleep sitting up for health reasons. When we purchased it we were told about an Extended Warranty for it. We asked what the warranty covers & we were told parts & service on the mechanical side. Reluctantly we said okay. About 1 month left with the warranty the chair stopped working in a couple of places so we called & a rep. came out within 2 weeks. He said it needed a new motor. So he ordered it. 2 months later we started asking where it was, then the excuses & lies started coming out. After many phone calls & emails we get told it was not covered under warranty & if we needed the part we would have to Pay for it. Again Very upset we did. $200. & 3 months later we were still waiting on the part & we received more excuses & lies. We were moving to another city & wanted this done with. So 7 months later we finally get the part. My husband plugged it in &. Bam more parts Blow up & all over the place! SO VERY UPSET WITH LA-Z-BOY & THEIR CUSTOMER SERVICE!

Desired outcome: Refund for the part & repair the chair so it is like New and all at No charge to us.

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La-Z-Boy In-depth Review

Product Quality:

The upholstery materials used by La-Z-Boy are of top-notch quality, ensuring both comfort and durability. The craftsmanship is evident in the attention to detail and precision in every piece of furniture. The products are built to last, with a focus on longevity and maintaining their original condition. The comfort and support provided by La-Z-Boy's products are unmatched, offering a luxurious seating experience.

Product Variety:

La-Z-Boy offers a wide range of furniture options, including sofas, recliners, and chairs, catering to different preferences and needs. The brand provides various styles and designs, from classic to contemporary, ensuring there is something for everyone. Customers also have the option to customize their furniture, allowing them to create a piece that perfectly fits their space and personal style.

Customer Service:

The staff at La-Z-Boy is highly responsive and helpful, providing excellent assistance in selecting the right furniture. They have extensive knowledge about the products and can guide customers in making informed decisions. The brand also offers exceptional after-sales support, including warranty information, ensuring customer satisfaction even after the purchase.

Pricing:

La-Z-Boy's products offer great affordability compared to competitors, considering the high-quality materials and craftsmanship. The brand provides excellent value for money, with its furniture offering both durability and desirable features. Additionally, La-Z-Boy offers financing options and promotions, making their products even more accessible to customers.

Delivery and Installation:

La-Z-Boy's delivery service is known for its timeliness and reliability. The brand ensures that furniture arrives promptly and in excellent condition. The installation team is professional and efficient, handling the transportation and setup of furniture with care. Customers can trust that their furniture will be delivered and installed hassle-free.

Online Experience:

La-Z-Boy's website is user-friendly, making it easy for customers to navigate and find the information they need. Detailed product information and images are readily available, allowing customers to make informed decisions. The online ordering and tracking process is seamless, ensuring a smooth and convenient shopping experience.

Showroom Experience:

La-Z-Boy's showrooms are clean and well-organized, providing a pleasant shopping environment. Knowledgeable staff members are readily available to assist customers, answering any questions and offering expert advice. The showroom ambiance is comfortable, allowing customers to experience the furniture firsthand and make confident decisions.

Reputation and Trustworthiness:

La-Z-Boy has an excellent overall reputation in the industry, known for its high-quality products and exceptional customer service. The brand has gained trustworthiness through positive customer reviews and ratings, reflecting the satisfaction of its customers. La-Z-Boy is also recognized for its adherence to ethical business practices, further enhancing its reputation.

Return and Exchange Policy:

La-Z-Boy's return and exchange policy is clear and fair, ensuring customer satisfaction. Initiating returns or exchanges is easy and hassle-free, allowing customers to make changes if needed. The refund process is straightforward, with no associated fees, providing a seamless experience for customers.

Social Responsibility:

La-Z-Boy demonstrates a commitment to environmental sustainability through various initiatives. The brand focuses on ethical sourcing and manufacturing practices, ensuring that its products have a minimal impact on the environment. La-Z-Boy is also actively involved in community and charitable activities, showcasing its dedication to making a positive difference.

Overall Satisfaction:

La-Z-Boy receives high praise for its exceptional product quality, variety, and customer service. The brand's pricing offers great value for money, and the delivery and installation process is reliable and efficient. The online and showroom experiences are both user-friendly and enjoyable. La-Z-Boy's reputation and trustworthiness are well-established, and its return and exchange policy is customer-friendly. The brand's commitment to social responsibility further adds to its appeal. Overall, La-Z-Boy is highly recommended, standing out among its competitors in the industry.

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La-Z-Boy contacts

Phone numbers

+1 (800) 375-6890 +1 (855) 802-6636 More phone numbers

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