La-Z-Boy
Reviews and Complaints

My order is:
Sales Ticket Number: [protected]
Date: 2024-11-19

I received 2 sofas, one with color C170033 and the second sofa with color C170053. I never ordered color C170053, it was seller's mistake. We need to replace the sofas with wrong color with new one with color C170033. Now the first sofa with correct color C170033 is making noise when tilting the backrest.

We have La-Z-Boy products that are 25+ years old. Today's La-Z-Boy doesn't hold a candle to those days. They are very helpful while you're in the store, but watch out...product quality is poor, service is so-so. We spent over $8,000 for two recliners. We waited 5+ months for them to arrive.

We returned to the store to remedy quality issues (staples showing, not enough filler, one of the circuit boards quit) several times. We were promised they'd get back to us or someone would reach out to us. After waiting for return calls several times we realized the store is just a dog & pony show. They had our money and that's about all that mattered.

On one visit the sales agent jokingly told us one of the chairs must have "taken a left turn" on the assembly line. On our third and final visit to the store we spoke to the store manager who promised he'd get back to us that afternoon. Still haven't heard from him in over 5 weeks.

Anyone who tells me their looking for a La-Z-Boy product (and sometimes I'll just volunteer my opinion) I tell them our story and how awful they are these days. I just talked someone out of a recliner that was probably going to cost over $4000. He's looking elsewhere now.

The biggest mistake we made was not looking for feedback prior to buying. We trusted the product, but that was a mistake. Makes me think of Boeing. Another great company that has become a has-been company.

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

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.

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.

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?

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.

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..

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]

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.

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.

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.

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!