La-Z-Boy
reviews and complaints

In Oct I purchased a Recliner, a sofa and a lamp. I was promised a delivery date because I was going in for surgery and wanted it to assist in my recovery of a hip replacement. The promised day came and went with no delivery. I then told them I did not want the furniture anymore due to their misrepresentation of the delivery date. I was then informed that since they were sale items there is a no return policy on the purchase. The State Law in Washington states that any must be presented to the customer BEFORE the purchase, it wasnt. The misrepresentation of the delivery date is also a violation. They wasted no time in sending the bill to the bank though. So I am being billed for furniture that I have never received. I will never do business with this company again and will make sure everyone I know and deal with knows about their terrible customer service. That will be quite a few people because I am in customer service and have quite a few customers in my customer base.

We purchased furniture at La-z-boy in November 2021 and were told by our sales consultant as well as the finance rep. there that we would not be billed until the items were delivered. The finance plan we were encouraged to take was the payment deferred for 14 months plan, with the assurance that we don’t have to worry about paying any of it back until 2023. This was one of the main deciding factors to purchase. Because why should we be billed for items we have not received. The first delivery was Dec.1st, 2021, second Dec. 14, 2021 final delivery May/2022. That would make repayment due dates: Feb.1, 2023, Feb. 14,2023 and July, 2023

In first delivery there was a curio cabinet that was missing a glass shelf. We informed the sales consultant of that immediately. The second point of contention is the interest we were charged by Flexiti, La-z-boys financier. I received a statement which shocked me traumatically when I saw it! I called Flexiti to discuss the extortionate interest charged of $5366.49 on a balance owing of $4436.38! Despite several and constant follow ups: calls, texts, emails, visits to the store, messages left for and conversations with the sales consultant, and then the assistant manager, manager and customer service director, these issues have remained unresolved.

Having to deal with this issue for the past month, with the multiple calls to Flexiti customer service, the waiting period, and communications with several people telling me that nothing could be done about the interest, not only has been very concerning, but also wasted my time, because I have had to deal with this issue and leave work to visit the La-Z-Boy store in person on 2 occasions and taken time to call and email.

Flexiti confirmed we have the 14 month deferral plan, but it became due at the beginning of January, whereas we were told the agreement would not take effect until the furniture was delivered which is why I was under the impression that we had the whole of January to pay it. When we went into the La-Z-Boy store, the manager, Angela Andrey, also confirmed that we have the 14 month deferral plan, and their policy is that it will not be billed until the furniture is delivered. The second time I spoke with the supervisor at Flexiti, I was told the floor manager offered me a 25% reduction in interest. That is only about $1000!

$4000 of interest is still expected, when I should not have to pay any interest on the total transaction amount. The most Flexiti is willing to decrease the 5400 of interest is 40%, but that STILL amounts to $3220. La-z-boy is not willing to help me at all, which is REALLY astonishing and disappointing. I do not have that amount. I just paid $8500 to Flexiti & we do not know if we will ever receive the glass shelf that has been missing from day 1

We spent over $7000.00 on furniture and accessories at the LazyBoy Store in Plymouth, Ma. One of the items, an area rug, did not fit or go with the other items we purchased. The manager at the Plymouth store refused to give our money back and would only issue a store credit. I might add that at the time of purchase there were no signs displayed in the store about there not being a money back guarantee. The money due us is $866.99 and there are no other items that we want to purchase from LazyBoy. We have used your store many times through the years and since we are senior citizens the loss of this money is hard to take,

Before the furniture was delivered they wanted payment up front so if one of the items didn't work and has been returned we should be given the same curtesy of having our money sent back to us

The Plymouth store managers name is Maegan DaSilva, Telephone #[protected].

Your response is appreciated

We placed an order on Oct 8, 2022 for Jay Power Reclining Loveseat with a Console. It was delivered to our home Nov 26, 2022. Shortly after we noticed that the console was crooked and the footrest on the left side was crooked so it makes the entire loveseat look like it leans to one side. My husband had major heart surgery a few days after delivery and was in the hospital for a week. After he came home I started calling Comfort Care to complain about the condition of a very expensive loveseat. After calling for several days and not getting through I called the store. The salesman instructed me on how they call to get a person on the line. I did and the date to have a technician stop was Dec 30, 2022. He noticed the problems immediately. We told him we weren’t comfortable with replacing parts in a brand new loveseat. He told us he would relay our concerns. Several weeks went by and my husband had several more hospital stays for his heart and we had no contact from them. I called again and was told the reports from techs were a few weeks behind but since I called they would order parts for the loveseat. I’m not going to tolerate this mess. We are retired and we don’t spend frivolously. At this point I no longer want this piece of furniture in my house.

Ordered two new recliners and one love seat. 1)The love seat that was delivered was the promo-used unit from the store where we bought it from. Yes we have the exact tags that where on it from the store and we where told we would be getting a new one. Ridiculous, but we let that go.

Now after being told the custom made 2000.00ea recliners would not be delivered at the earliest March. 1/27/23 A Lazyboy truck tried to make delivery. NO Notice NO nothing. After seeing the truck going down the road we called. No answer. Truck drivers then called and said sorry but we are running late and to bad, will not turn around.

I really think they found a couple used ones to give us.

I WANT MY MONEY BACK

On 4/25/2020 I purchased a lazyboy recliner, 2 months ago there was no power to the recliner I found that the recliner remote control connector was disconnected from the harness. After looking closer the connector and clip was smashed and would not stay connected to the harness without me duct taping the 2 pieces together due to design that it was not secure to the chair that would keep this from happening causing it to get crushed between the seat to the harness. Both the module and chair remote needs to be replaced. The harness is hardwired into a fixed module where 3 of the other chair functions connect to. When I called the 800 number and spoke to Porsche @ customer service they told me that they deny that it is a poor design and that I would have to purchase a new control. The warranty states there is a 3 year warranty and that electrical components are covered for lifetime and labor is for 1 year. They are refusing to admit that there could be an issue with this and will not honor the warranty.

Our electric recliner love seat has broken. The foot support on one side goes up but when it goes down in just hangs there and will flop back and forth. I have tried calling customer service and when I press 5 or whatever it hangs up on me every time. Then when I called another service number given to me by the store where I bought this in 2021 after being on hold for 20 minutes or so it said I could get a call back and it took my number in a recorded message. I never heard from them. They never called back. I think they are trying to avoid doing any warranty work.

I ordered and purchased my chair April 30. 2021. After receiving my new La-Z-Boy chair I first noticed it when my feet would not touch the ground. I don't remember this being the case when I tried to chair out in the store but I let that go.

Now after several months I noticed that the thoracic area of the chair has caved in support wise -with the cushioning, and the lumbar support feels like a board in my back.

JAN 11, 2022

Garageband

I called Maria at the store I bought the chair out and told her the problems I was experiencing. She had me send pictures of the manufacturing tag underneath the chair that I had taken earlier. She told me she would contact La-Z-Boy and get back to me.

Feb 5 saturday

Christian from Ramos Furniture came and took the back off my chair and pulled some staples out of the upholstery and use my flashlight to take a look inside -he says he can order new foam and fix the back of the chair so it's more cushioned.

March 1

Christian came by with some foam to re-stuff my chair back. He overstuffed it with more fiber fill and it feels better. But there are many things that were wrong with the chair besides it being understuffed at the mid back.

Mar 13

edward bailey

Mar 13,11:55 AM (0 minutes ago)

to contact.lzbcsr

Hello I have written to you about this matter before and you told me to refer to my original retailer. There were some problems with my brand new La-Z-Boy in the matter of how the cushions on the back of my chair were inadequate. My retailer tried to get you to send a new back but you refused because 'it has motors in it". So my retailer got some new foam or whatever the fill is that you use and re-stuffed it for me to make it feel better and I appreciate his efforts immensely. 

However, one of my complaints was that the lumbar support seem to be pressing unevenly on one side more than the other. the other complaint was that the mid- back above the lumbar was crushed down and giving no mid-back support.When the tech opened up the back of my chair I noticed ,and I showed him and we discussed that there was a portion of the lumbar cushion where it was not sewn together, leaving a gap in the seam that allowed the fiber fill on that side to bulge out more than the rest of the pillow. On inspection it was never sewn at the factory. in other words it didn't just come undone. So this was sent out for sale by the inspector for your company with the obvious flaw that I saw the minute the back was opened!

Mar 15

Got email from lazboy:

contact.[protected]@la-z-boy.com via amazonses.com 

Mar 15, 7:09 AM (2 hours ago)

to me

Hello Edward,

I don't see that there is a case for you in our system showing that you have called in or emailed us about your concerns. Do you have a case number? If not, I will create a case for you and look further into your concerns.

I then was given the case number 694437 

April 8 I emailed easy boy again ask about progress or status of my case. 

April 18 I never got an answer so I called to talk to a "Courtney" who said they're still waiting for an answer from a communication with the dealer!

DEC 30,2022

MARIA FROM RAMOS FURNITURE CALLED ME. SHE IS FOLLOWING UP ON MY CHAIR AND WE TALKED ABOUT WHO I HAVE TALKED TO AND I GAVE HER MY CASE NUMBER. LA-Z-BOY COMPANY HAS BEEN SAYING THEY CAN'T CONTACT RAMOS YET MARIA SAYS SHE'S GOT NO CONTACT AT ALL FROM LA-Z-BOY. SHE'S GOING TO CALL THEM AND TRY AND DO SOMETHING ABOUT THIS, MEANWHILE SHE SAYS I CAN COME IN THE STORE AND TRY OTHER CHAIRS AND SEE IF THEY COULD DO AN EXCHANGE. I AM GOING BY MONDAY TO TRY OUT OTHER CHAIRS, MARIA WILL BE THERE.

Dec 30, 10:19 AM (0 minutes ago)

to lazboy

Madisyn or Gabby or anyone else I have spoken to, I just spoke with Ramos furniture my retailer. She tells me that no one from La-Z-Boy is context her ever about this matter of my chair. She wants to resolve this – do you? She's having me come into her store next week to try other chairs to possibly trade for. Are you going to work with her? She is going to contact you, when she does could you please contact me and tell me what you're going to do? Let's settle this already it's been 18 months or more! 

Jan 4/2023

Re: La-Z-Boy Social Media Team

edward bailey

Wed, Jan 4, 2023, 11:05 AM (0 minutes ago)

to Social

I went to the retailer where I got my La-Z-Boy chair on her invitation to try out other chairs for an exchange. I found one I liked very much and she is going to contact you to see what you wanna do. I feel that you owe me a straight across exchange at least for all the hassle and time I've put in trying to get you to honor your warranty. The chair I want in replacement is close to the price of the one that I purchased. Can we please settle this it has been way too long?

case number 694437 

 Edward Bailey

Jan 6

Re: La-Z-Boy Social Media Team

Social Support

Fri, Jan 6, 11:00 AM (23 hours ago)

to me

Hello Edward, 

Your store of purchase, Ramos Furniture, is not a La-Z-Boy owned retailer. We, La-Z-Boy Headquarters, do not have the authority to make any decisions for your order. You will need to continue communicating with your store of purchase. We have forwarded this email to your store of purchase. 

THIS IS THE SAME THING THEY SAY AT EVERY COMMUNICATION.

FINALLY THIS:

Jan 11

Maria at Ramos furniture called to tell me that La-Z-Boy is denying any coverage because they say I'm out of warranty time. This is [censored] . I talked with Ramos Furniture and lazyboy 8 months into the warranty and I talked lazyboy personally a month before the warranty would run out to continue the process of trying to get this fixed.

I have been trying for almost a year to get this chair fixed and lazyboy claims I filed a claim too late! case number 694437 

I have extensive notes beyond what I included here if needed.

thanks you

Edward Bailey

I was on hold twice for a half hour each time. I keep getting recordings and answering machines. I sent an email via your on-line contact us BS. We bought a chair with massage and heat and the remote cord broke. I can't find one nor can I contact your people to get any help. I'm trying to call local stores and end up on hold with freaking Southern Ohio? Really pissed off right now and not a good word for Lazy Boy!

My husband is disabled and needs his large Lazy Boy recliner repaired for the FOURTH TIME. We have been calling for service over the past two days, and no one will return our call. The construction materials used to build these chairs break easily. The soft wood materials should be replaced with steel parts. Every time the chair breaks, Lazy Boy charges hundreds of dollars to repair it. And it takes weeks to get the chair back. They are the only ones with the necessary parts to do the repair, so it's a money-making rip-off racket. The second or third time the chair broke, I called the store where we purchased it and spoke with a woman who identified herself as the owner's executive assistant. She was rude and hateful. These people deserve to go out of business. Lazy Boy needs a major competitor so that consumers will have a choice. The way these people do business is a disgrace.

I bought this Lazy-Boy swivel rocker recliner and the base sticks out 10-12 inches from the back of the recliner. It has an exposed 6 inch board that is not covered in leather that is visible to the eye. It is horrible looking and I am told there is nothing that can be done to correct it. Unfortunately for me, I did not noticed this until I moved the recliner into my den. So I am out $1500.00. Make sure you look all around your purchase because this is so ugly.

I have been in contact frequently with both the local store and with corporate about the problem with my Lazy Boy Recliner - sales ticket number 372-3079. The remote reclining devices has now gone out on my chair 6 times in the past weeks. 2 times I was in the chair. The first time it went out a technician came out and reset the remote. The second time it went out I was in the chair. In trying to get out of the chair I fell to the floor and could not get up. I had to call 911 to get help. My brother reset the remote. The third time it went out I was in the chair, but I had not reclined it very far, so I was able to get out. My son reset the remote. The fourth time it went out I was not in the chair. A friend reset the remote for me. The fifth and sixth times it went out, I was not reclined in the chair and my roommate reset the remote for me.

I am 80 years old and I use the recliner as my bed. I cannot have it going out on me constantly. When I am in the chair, I barely recline it because I don't want to get stuck in the chair again. Additionally, one has to be out of the chair to apply the fix. Also, it appears that this is a common problem because Lazy Boy has the "fix" online. I was not informed of this problem when I purchase the chair. I have been asking that Lazy Boy do one of two things: 1) replace the chair that does not have a remote reclining devices but is still electrical, or 2) refund my money and I will either purchase a new kind of chair from Lazy Boy that will work for me, or I will go somwhere else. As an aside, and because I continue to get a run-around from Lazy Boy, yesterday I filed a claim with my Credit Card Company to refund my money for this disfunctional chair. I have a claim number for that.

We are so sorry and upset about purchasing the lazy boy period. Since we ordered through your online website was 10 times worse. It took 6 months to receive it. When we did received the lazy boy recliner that we were so excited about was making clanking noises. When we called the number on the website we did not get polite service. Actually it gave us the round and round. It has been embarrassing to say that we have a lazy boy. Especially since it has always been sad to enjoy

Bought a lift chair less than 60 days ago at the New Port Richey FL location. Chair is coming apart at the seams within first 30 days. Called for service. While waiting for new arm to come in chair stopped lifting and reclining making a very loud noise. Called store. Mgr said they would exchange chair. 10 minutes later service called and said they wont exchange it. Called to cancel my second chair order and they refused to cancel and refund. Spent $5000 on two chairs. Worst treatment i have ever received from a retail store. Poor service, poor workmanship, poor communication between staff and management appears to be incompetent

We picked up a recliner /glider still wrapped with plastic and flexible card board and in the box., packed reallly tight. Once we got it home it rubs, squeaks. It is 2 days since we got it home, it is getting worse! We bought a defective chair still in the box and now we cannot get replaced or refunded? $1100! Seriously.! This is bad service! The service people cannot come for 1 week. In the meantime it’s getting worse.

Now with gliders I know if it happens once it will continue to do so! I called the very next morning, we didn’t even have it 12 hrs.

The rep at the store in Cool springs, Franklin, Jean told us basically it’s our fault since we picked it up, but then maybe not! it could have happened the transport. She is telling me if it can be fixed we have to keep it. If not then she will exchange it. And we won’t have to pay the stupid 30 percent exchange fee. How would you feel paying $1100 for a defective chair straight from the warehouse? Would you knowingly buy it hearing it do this! The video doesn’t amply show the sound how bad it is! We have to go thru this everytime this happens now! If it happens once it will happen again,

We have bought 5 items from lazy boy over the 40 years of marriage. Never again!

I even offered to exchange this chair for a rocking chair so we don’t have to deal with this glider situation. We have a truck and we did not want to have to pay the ridiculous fee that you charge for delivery when we could’ve picked it up. Since it was boxed up and wrapped up, we just took it for granted that it would be in perfect condition like the one on the sales floor. I cannot believe your service and your policy. We called within the 3 days!

I can guarantee you we will never buy a La-Z-Boy again from you. Unless this is rectified correctly.

Since received Recliner in August have tried to get Lazy Boy on the phone to send a technician. Finally, he came after Many Many Calls on November 21, 2022. Was told i would receive a call back since he cannot fix the issue. He stated Lazy Boy would call back in 5 days no call. I have called the stare this morning and they told me to call the 800 number again to get service. What is the reason for me to purchase the insurance at $500.00 with no service. I was told by the technician the chair needed to be replaced because the foam on 1 side of the chair and the foam in the seat and leg lift part also needs more foam. Can you please have somebody HELP ME I am 83 Years Old and need the chair to sit in. I really need your help the chair was ordered in Feb and delivered in Aug 22 and has been an issue since received.

Joanne Doherty

[protected] (Land Line (no cell))

My daughter's e-mail is [protected]@hotmail.com

Her cell# is [protected]

I purchased a reclining sectional from Lazy boy in late 2015. We purchased a custom unit with faux leather material which the designer assured us would hold up and wear just as well as real leather. It is just my husband and I in the house with no kids or pets. about 4 years ago I noticed that the material was starting to peel and crack. I called for service to get it fixed and was told that the material was no longer available and that there was no way to repair it. We paid almost 5000 for this couch and now it looks terrible. The material finish is completely peeled off in many areas. A lot of the areas are places like the back and top of the headrest where no one sits or touches it. The material is garbage and Lazy boy will not stand behind their product and replace or repair it. They offered me a 20% discount on a new couch if I wanted to come purchase another from them. Why would I want another piece of garbage? we bought the couch on the recommendation of the designer saying that the material was sturdy. I have a leather couch made by Lane that is over 20 years old and has survived pets and kids and still looks like new.

I own a La Z Boy lounge chair that is still under extended warranty. I was calling to get a replacement part to fix the chair and just needed the part. On11/30 I called the company's national customer serve line and was put on hold for 2 1/2 hours & nobody picked up. On 11/30, I also called the Orland Park La Z Boy retail store and was transferred back into the national level service call system where I was put on hold for another hour then hung up. I then called the store and went to the operator who could not tell me the name of their store customer service manager (?) but took my name and phone number and state I would receive a return call by the end of the day. I received no call by the end of 11/30. On 12/1 at 11:30, I went to the store location to talk to a customer service representative and was told they were at lunch and left my name & number with a sales rep and was told they would call me after they returned from lunch. At 4 pm I called the store again and spoke to a different store operator who said the customer service people were unavailable, she also did not know the name of the customer service department manager (?). She was able to tell me the name of the store manager, but she was on vacation for 2 weeks! The sales rep I spoke to earlier then returned my call and told me a service rep would call me within the next 2 days. their customer service is outrageously bad. It is obvious that the Company is not concerned about customer satisfaction once they have sold you the product. This chair is under extended warranty which I paid $340 but they are not honoring that warranty!

to lunch

We bought a $9000 sectional it was delivered almost 5 weeks ago but the guys couldn’t completely connect the sofa and said someone would come out to finish connecting it. Someone was scheduled to come out one Nov 7 but didn’t show I called and another appointment was scheduled for Nov 25 and again nobody showed up. This is very frustrating and disappointing after spending $9000. I want to be compensated and am demanding someone come out and complete the job

We placed an order for a couch and 2 recliners in April 2022, and we have had so much trouble with getting a straight answer out the factory as to when it will be ready and delivered. We were originally told 3-4 months, then each month or was postponed. Then it would come in September. We are now into mid-November and still no furniture or delivery date! We live in rural Northern Ontario and our roads and driveways were never meant for delivery trucks to come on during this type of winter weather.

I get the delay for custom orders, no problem. Even with a pandemic and shortages, its the new world we live in. But at least have customer service be honest and tell us it will be 9 months or a year before you get this. We could have then made the choice to go somewhere else. Now we are stuck in this, sale, and having to rent a storage unit for the furniture since they won't get down our driveway in winter. It should have been here in August or September!