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La-Z-Boy / deceptive advertising relating to leather colors

1 One Lazboy Drive, Monroe, MI, United States

We investigated many leather furniture brands in early January 2018. Because almost all warned against leather fading we opted to go with La-Z-Boy and visited their Knoxville, TN store. The La-Z-Boy literature states specifically the leather would retain its vibrant (La-Z-Boy's word) for the life of the leather. The warranty does not mention fading as an exclusion from warranty coverage. But to cover all bases a week before the purchase order we provided the sales consultant with photographs showing the living room the pieces were going to be placed in, with the 18 foot high and approximately 30 foot wide windows.

We had no reason to anticipate fading because we had multiple leather pieces in the spot the new furniture would go for 18 years and they had no fading. Additionally we have a leather chair that has through its life been placed in front of windows, it is 30 years old and also is fade free.

Within 6 month however the medium brown leather has faded to a cream color in places. We provided the above information to La-Z-Boy and asked for solutions to fix the problem and in reference to my comments to them about our 12 year RV furniture, 18 year and 30 year old leather chairs not fading the response was those pieces were dyed or colored using a different process.

Admitting furniture with a different leather finishing process resists fading strikes me as absolute proof La-Z-Boy knows they can provide leather furniture that meets their advertising claims, but instead of using that process they completely stonewall any efforts for help, replacement or refund.

Their customer service is non responsive and difficult to communicate with. Only after being pressed will they even discuss the issue. The store said no to any kind of warranty coverage but did suggest calling the corporate customer service. I did and the response was the request would be considered by a supervisor. The response from the corporate customer service indicating they would do nothing was learned when they responded to a BBB complaint I filed.

I would urge anyone contemplating a La-Z-Boy purchase to do an internet search of complaints. There appears to be a strong pattern of lack of any after the sale customer support, based on the hundreds if not thousands of complaints posted or filed.

La-Z-Boy

Jo
Dec 20, 2018

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