Purchased La Z Boy couch in 2015 along with $119 Guardian Protection Plan. After 2 years, “performance” fabric on couch cushions has worn so thin from sitting on it there are holes starting to develop.
Contacted Guardian twice, apparently customer service is not a priority. Was told this was normal wear and tear and they would not cover it. Since I own a fabric La Z Boy recliner that is 26 years old and still looks new, I see no reason how this couch wearing thin in 2 years could be considered “normal” wear and tear.
Contacted La Z Boy, again, twice, starting to see a trend in (lack of) customer service here. I was told the warranty on the fabric for my couch is 1 year. Their solution is to let me order new cushion covers for $150 each, discounted from $250 each. We’re talking covers here, not entire cushions.
Two covers at $500 is 2/3 the price of the ENTIRE couch. With the discount being $300, that’s still 40% the price of the couch. In no way does that math work in relation to the amount of:
fabric on the remaining couch
cost of filling, springs, and frame of the couch
the cost of labor to replace these covers vs. the amount of labor required to actually MAKE THE COUCH.
Where I feel I already paid for this repair with the $119 “protection plan” that turned out to be no more useful than a hamster cage liner, I am now being told I need to pay an ADDITIONAL 40% the cost of my ENTIRE couch to replace 2 cushion covers.
From the La Z Boy Website:
Durable fabrics with proven performance.
Performance Fabrics, by definition, have superior stain and fade resistance, long lasting durability, and are easily cleanable.
B9802 Imperial, C1256 Bacall, C9323 Shona, C9484 Hush Puppy, D1426:
These products are all made using 100% Micro-Denier Polyester yarns which are inherently stain resistant and very easy to clean. Micro-Denier Polyester yarns are made for today’s active lifestyle offering soft luxurious feel with incredible durability!
This is CLEARLY false advertising. If they stand behind the durability of their so-called performance fabric, why isn’t the warranty better than any other fabric? This is very telling that La Z Boy is misleading their customers when they won’t even stand behind their own product.
They are additionally misleading their customers into buying a protection plan that is of little or no value. If this is in fact, ‘normal’ wear and tear, then their advertising and warranty are false and misleading. If this is not ‘normal’ wear and tear, then the protection plan they coerce you into buying is a total sham, and at best is shady regardless.
Customers are being duped into buying an inferior product under false pretenses. This year alone on a consumer watchdog sight I noted approximately 57 consumer complaints regarding similar problems. This does not include the multitude of unrelated complaints. I had full confidence buying this couch based on the quality of the chair that was purchased 26 years ago that is far superior to what this couch ever thought of being. This couch is in no way even close to the same quality. Their “proven performance” is no longer substantiated with proof, and I am stuck with an eyesore which is in fact proof of their inferior product.