La-Z-Boy
reviews and complaints

We purchased this recliner less than two years ago and purchased extended warranty from Serveco for over $800. Lazyboy says not under warranty with them but Serveco denied claim. Either Lazyboy must be selling junk leather and/or is scamming with Serveco on extended warranty. I am expecting Lazyboy and Serveco to repair this damage. Now the pet keeps scratching at that area!

Dear Ms. Whittington:

I am unfortunately writing to express my complete disappointment and frustration with Laz-z-boy. I ordered a 10X chair on 2/28/21 and made a $500 down payment. I was told at the time of purchase delivery was expected in September. Since that time I have checked the order status online weekly and each time the factory ETS has been pushed out a week each and every week. This morning it was showing 12/19/21.

I decided to contact customer service to inquire about a reasonable estimate of when my order would be shipped. I spent an hour in que waiting on the next available CSR only to be told I would have to contact the local dealer after I was placed on hold for another collective 15 minutes (I recommend you call into to your customer service line so you can experience first hand how broken this system is). I had spoken with the local dealer many times over the past 3 months and they were unable to get better estimates on when parts to complete the chair would be received by the production facility. The production facility in Dayton Tennessee would not tell them what parts were delayed and/or when then the parts were expected to be received.

I understand there are product delays in all industries but as a customer I believe it is not unreasonable for someone to tell me the projected delivery date of the parts and a better ETS estimate than just pushing it out week in and week out. I also wonder what you consider a reasonable wait period for delivery. One year? Eighteen months? Two years?

I thank you in advance and anxiously await your reply.

I purchase a large recliner from WestHarvard furniture in Roseburg Oregon on 11/6/21. It was delivered the following Friday and the mechanism failed three days later. I made contact with the store as we were told they handle all warranty issues. They took a day and responded. No one came out. They basically asked us to diagnose the issue. With Covid I understood and took photos of what I could see that had failed. It's now been over a week with no contact. I have purchased Lazyboy products for thirty years and this service and quality are unacceptable. At this point I just want to return the chair. Is this the new Lazyboy?
010777

I have already sent something to customer service but found this afterwards. My name is Shelba Northcutt. I bought the recliner at Howard's Furniture in Bowling Green, Mo. No issue with the employees there.
Date of incident Nov. 19, 2021 right before closing
ITEM #41P 774
CREDIT PLAN 54327
AUTHORIZATION CODE 004209
DESIRABLE RESOLUTION return and purchase another Lazy Boy Recliner
Problem the metal piece of the frame was broken. Noticed it when my husband was hooking up the power cord underneath recliner

My husband and I purchased a Lazyboy recliner several years ago at their store in San Marcos California primarily because the company had a lifetime warranty on I. Then, the footrest broke and would pop out on its own Fromm time to time. Very dangerous as we are elderly. I first contacted lazyboy furniture on June 28, 2021 Since that time 3 different people have been here, with 3 different shipments of parts, over 3 different tries and over 5 months. It still remains broken. My husband is near 90 years of age and it is his chair. I feel I have been extremely patient but that time has passed. I want a replacement . This is a completely unreasonable time to have elapsed

I ordered my living room furniture back in Aril 2021. I was told the delay would be 4 to 6 months (August to October). After October, it keeps getting delayed more and more. Now we are in for the middle of January 2022! I cannot wait any longer.

This is an unreasonable amount of time. Very frustrating. When I buy something is because I need it not for luxury. I could understand the 6 months wait, but now it's going to be closer to 1 year. Ridiculous!

Hi,
620600 C124134 FN 007 was delivered to my home on 11/9/21.
Sofa was enclosed in a thick plastic bag. Sofa was not separately wrapped in plastic or any other protective covering. There are black smudges at various points at one end of the sofa and other places on the sofa. The sofa was standing on its end for a few minutes when it was taken off the truck by the delivery people. I don't know how it was stored in the truck. The smudges are consistent with the sofa standing on its end and inside a dirty plastic storage bag.
I am requesting that LazyBoy come to my home to pick up this damaged couch. It looks to me like the smudges cannot be effectively cleaned and without the upholstery material being eaten away.
The Natick store's manager has not called me back. I drove to the Natick store on 11/10/21 and put in a complaint. I was told that the manager would get back to me within 2 days. He has not contacted me as of 7 pm, Saturday, 11/13/21.
Please pass this email along to management. I've never received a piece of furniture packed loosely in a plastic bag. That apparently is a dirty plastic bag. Let alone being stood on its end, under these circumstances. Seems it's not good business practice.
I do not want to accept this damaged product. I want Lazyboy to pick this sofa up at my house and provide a refund. I do not want it to be cleaned by Lazyboy, since it looks to me that the upholstery would be eaten away in order for the smudges to be eliminated.
Please let me know what I need to do at this point. I can't contact them since their phone in the Natick store cannot be reached. I've tried numerous times over the past 4 days.
thank you for your response,
Martin Stiriti

On 09/12/2021 my wife and I went to the Gallery in La Mesa and purchased a recliner the Sales Associate Timothy Aguiilard lied to my wife and I because he insured us we will get the product at the end of the month, I have called the store multiple times and everyone tells me excuses after excuses, I have asked to speak to Jason he was no help I asked Jason if I could speak to his boss Rodrick he refused to give me his number not sure why Jason would not let me speak to his Boss, This has been a night mare and still no Recliner.

My name is Kathleen Hague. I and my two adult daughters visited your Warwick, RI store on October 31st. I was looking at some new furniture options for my second home in New Hampshire. There were two salespeople that helped us immensely. Their names are Emily Wilkinson and Christiane (?). I found a couch and recliners that I was thinking about purchasing and selected a fabric swatch and asked if the furniture could be delivered to Hill, NH.
The salesperson (Christiane) stated that delivery could not be made to NH from RI, but she called the Nashua, NH store to see if they delivered to the Hill, NH area. Unfortunately, they do not. Christiane stated that we had a few options.
• The first option was to order from the RI store and pick up the items ourselves for delivery to NH.
• The second option was to order from the RI store and have it transferred to the Nashua, NH store, and pick it up there, but there would be a $40 transfer fee.
• The third option was to order through the Nashua, NH store where we could pick it up without the transfer fee.
However, she advised us that it would be better for the RI store to place the order through the Nashua store for us. She specifically stated that it would be easier for us if someone from the RI store ordered it for us through the Nashua location.
I asked how long the sale would be going on so I could think about which option to use and she stated that the sale was through the end of the year. My daughters and I left the store and told the salesclerk that we would be back after we decided what to do.
When we (my daughters and I) returned to the store the following week (November 6th) to place the order, the salesclerk that was there was a little confused because the print-out I had from the week before with the furniture model numbers and fabric selection on it had the other two salespeople's names on it. She didn't know what to do because of the "commission" and the fact that we wanted to order through the Nashua, NH store. She then brought us over to the store manager.
As soon as we walked over to the store manager, she sighed in disgust because she had to stop doing what she was doing to help us. I explained to her that we wanted to order a sofa and two recliners through the Nashua store, she told us, "No, we can't do that! There are commissions involved." She stated that we would have to call that location ourselves and place the order. I explained that the salespeople that helped us the week before specifically told us not to call on our own. The store manager said that the other salespeople were wrong. My impression was that this "store manager" did not want to help us at all. We had asked her to call the Nashua store to check it out, but she stated, "Oh, they never answer their phones." The Nashua store picked up their phones without a problem the week before. She obviously didn't even want to make the call.
At that point, I asked for the paperwork back so I could go make the order. The store manager would not give it back. She said, "Wait a minute, let me think about this." The she continued to disparage the other two salespeople that had help us so much the week before. I told here to give me the paperwork back because she obviously did not want to help us. Her attitude was just horrible. I certainly did not want to deal with her in the state she was in. This woman had nothing good to say about your salespeople or the Nashua, NH store.
As my daughters and I were about halfway to the exit, the store manager started talking about us. She stated, "Oh, you don't want my [censored]ing help." The three of us were shocked. My oldest daughter turned around and stated that she should at least wait for us to leave the store before she started talking about us. The manager said, "No, I don't." My other daughter then asked for her name. She stated, "Ann Marie, and I'm the store manager!"
My daughters and I were so distraught after that. We couldn't believe that we went into the store to order some furniture and came out shell-shocked with no furniture ordered. We also felt so bad because we had the feeling that the two salespeople that had bent over backwards to help us the week before, would probably get in trouble with the store manager because of us.
I worked in customer service for many years. Issues like commissions and problem employees should be invisible to customers. The issues should be taken care of, but not in front of the customers.
At this point, I don't know what to do. I'm afraid to walk into the Warwick store for fear of who I might have to deal with, and the Nashua store is an hour from where my second home is and not convenient for me to shop there.
I sincerely hope that the sales manager in the Warwick, RI store is fired. There is no excuse for speaking to customers like that. My daughters and I did nothing to deserve the treatment we received.

Regards,

Kathleen Hague

We purchased this furniture on 4/21/18. Immediately upon arrival, the left arm of the chair fell off! Furniture store replaced the chair.

Now, the leather on both the loveseat and sofa is "wearing off"! We paid $6, 747 for this pile of junk. We obtained insurance on this furniture at the time of purchase through Guardsman. This company hangs up on me, ignores the insurance claims I have filed and will not return my calls.

I contacted La-Z-Boy headquarters last month and they advised me to contact the local store of purchase. I went there last week and was complaining and they denied any responsibility and when I escalated my complaints, they threatened to call the police! I just don't know what to do!

I purchased 2 Sofas in August 2019 from Geo Bryants in Cheadle Hulme am really pleased with them and have always bought your products however the top of the leather on the 3 seater seems to be coming off.
I have complained to Bryants and sent photos who said they would send them to you and I been in their shop several times and heard nothing.
Kind regards Joy Cox
Bryants invoice number 05071

Last spring I ordered a recliner from the store in Kildeer, Illinois. It was a big purchase for me because I am retired. But I wanted something that would last and would consider adding other pieces as time went on. I spent a lot of time trying chairs in the showroom and kept coming back to the same chair. I ordered the chair and wanted it to rock and swivel. The chair was delivered in August of 2021. I immediately noticed that it was extremely uncomfortable to sit in. The back was so hard and protruded so far out that I was pushed forward when sitting in it. It pushed me so far that my legs were far forward of the seat. When reclining, it arched my back and was very uncomfortable. For the next few days I tried to sit in the chair but could only last about 10 minutes before my back hurt. Also, when I rocked it had an annoying rubbing squeak.
I called the store and was told that there was nothing they would do because the chair was not, in their opinion, defective. When I said that it was not even close in comfort like the one in the store, I was told that hundreds of people had sat in it and it was broken in. There is absolutely no way I could ever break in this chair. They agreed to send out a tech to look at the chair. When he came out he immediately sat in the chair and said "It's no wonder you can't sit in this chair the way the back sticks out!" And he showed me how his legs also stuck out far beyond the seat because of how the back pushed him on the seat. He agreed that it was defective and would write up a report. He said it would take about 5 days for the report to get to the right person and they would call me. It's now October 8 and I have heard nothing.
I thought La-Z-Boy was a reputable company but now I am stuck with a very expensive chair that no one can sit in. I am ready to write as many negative reviews as I can if I don't hear back from the company and return this piece of junk. I'm sorry I trusted them with my hard earned money.
Micki S. Paprocki
906 W Thomas St
Arlington Heights, I'll 60004
[protected]@comcast.net
[protected]

I purchased a sectional sofa in February 2021 at the Naples, FL store. When we made the purchase the salesperson Sue Whistance indicated that due to current conditions in manufacturing the furniture it might not be delivered until August or September. Although disappointed we understood and were prepared to wait. She told us she would contact us in early summer to update us. We didn't hear from her so in September I gave her a call and was told that the furniture wouldn't be in until January or so... Unfortunately, we have decided to sell our home and move from Florida to just south of Knoxville, TN. When I explained to her that we would need the furniture delivered to our new home she said that was impossible and that the furniture would be delivered to Florida where I would have to pay for it to be moved to TN.

As I understand from the people I spoke to at the local store, they are a franchise of yours but I am looking to corporate to make the decisions to change the delivery address. This is clearly not my fault that the furniture has been delayed for almost a year. Would someone take a look at this situation and see what can be done?

Sincerely,
Debi Montenieri
9844 Alhambra LN
Bonita Springs, FL 34135
@[protected]

Purchased Nov. 2016 from GERALD S. WHITE OF KETTERING NORTHANTS . (now NO longer trading) for £3.000:00.
Made complaint about "seat going soft" in Feb.2017
Had "pad" re-stuffed twice by SERVICO. Seat soon went "soft" again in a very short time.
After about 24 months of complaning and trying to get "LAZY BOY" to fix the problem --- "LAZY BOY" washed their hands of it.
Can't sit properly in seat as front of cushion is so "soft"my legs drop to the floor-- and I end up in a lying position. I have to keep adjusting my posture. I thought I had bought a settee -- BUT it would appear to be more like a BED -- and that's before putting it into "recliner" position.
Don't waste your money by buying from "LAZY BOY" -- they have got a problem -- that they deem to be un-fixable. C.KNOWLES

We bought a reclining sofa, love seat, and 2 recliners from a local store in 2016. Just around the time this virus startedI got in contact with the local store. They said they couldn't do anything at that time but to get back in touch when things settled. I contacted them several times before they told me that you no longer used the color material that I had. my problem is that the part of the sofa where your back is against the material has pulled apart. I had given up on any help but Yesterday I noticed that the material has pulled apart in another place. I have furniture that I bought over 30 years ago and have never had this kind of problem before. I thought Lazboy was a good company to purchase from.

Lazy Boys Customer service is awful! The people are nice and friendly it's the TIME it takes to get a simple replacement part ordered. They do not offer anything online to order such parts which sucks and you have to physically get on the phone and call -which is fine if when you got connected to someone they knew what they were doing. They can blame it on the pandemic or whatever but that is bologna, Lazy Boy Customer service was like this before the pandemic.. for years! I spent over an hour and a half of physical waiting time on the phone trying to order a simple replacement part for the recliner pull. I have the replacement part number already and my payment method all ready to go, all they had to do was enter it in their system and take my payment... and I'm on hold for 33 minutes. Then it takes them over an hour to call me back and again on hold and transferred for another 20 minutes... then after that 20 minutes they tell me they will have to have the parts person call me back. I tried to get the parts by contacting them via email through the "contact us" area of the website but that didn't do much until the next day when they emailed me back saying they tried contacting me, but that is not after another 24 hours passes and someone calls ME- and I miss the call because of course I'm in a meeting at work! I immediately call back when I'm available (less than 2 hours later) and they act like they were trying SOOO hard to get a hold of me... But once again I am put on hold and transferred here to there for another 35 minutes; I tell the girl I want 6 of the replacement pull cords just so I don't have to deal with this customer service again- she tries to tell me they have a new and improved pull cord and maybe I should just get one.. I said no I want 6 of them and again transfer me around till I finally got to where I needed to be- Order 6 replacement pull cords and pay for them- they could not provide me any confirmation information and just said it will be about 7-10 days. 6 replacement recliner pull cords cost me $234.30 ? for handling? parts whatever that is extreme but whatever Ill figure it out when I get the parts. I just don't want to deal with their poor customer service again! And hopefully the couch/recliner will need replacing by that time- at which I will NEVER get another thing from Lazy Boy again in fact I will never step foot in a store again- Yes, due to poor customer service- that means everything to me. My Time is valuable and I don't want to spend another minute of it waiting on hold to order a simple replacement part.

The sleeper part was delivered broken in December and it is still not repaired. The customer service is hard to get thru. Over 40 minutes of wait time. The repair is out sourced. This company has been here 3 times. Today, they were scheduled to show but got a text at 3 pm staying can't come. I must contact to reschedule.

I ordered and paid for an Astor Platinum Recliner with Power Lift, Heat and massage. Its the only Astor that costs $3099.99 purchased on August 31. What was delivered does not have heat and massage. I have received no satisfaction from the store and the Salesperson, Tonya Kleppinger, has not returned my calls. I am contesting this charge until I get what I was charged for Sales Ticket #[protected] in Whitehall, Pa.18052 . Its aa shame a big company like this has a Sales Rep who told me that the Astor doesn't come with these accessories when its clearly on your website.