La-Z-Boy Furniture Galleries (Regional for Florida)
reviews and complaints

I purchased a chair at full price. It was delivered to me on Saturday, July 23. Unfortunately, it started malfunctioning almost immediately. Upon inspecting the chair, I discovered that it had been assembled incorrectly. I took the initiative to personally inform the store about the issue on Sunday, July 24. I was hopeful that a technician would be sent to fix the problem on Monday, July 25. However, to my disappointment, no one showed up. When I reached out to the store for an update, I was informed that I might have to wait until late August to have a technician sent. Frustratingly, the store manager has been unresponsive and unwilling to accept or return my calls.

On September 13, I made a purchase of furniture from Laz-Z-Boy located in New Port Richey, FL. Due to the ongoing pandemic, they informed me that the delivery of the furniture would take longer than usual, approximately 4 to 6 months. However, they assured me that the delivery would likely take place at the beginning of January. Unfortunately, it has now been 6 months since March 13, 2022, and I have yet to receive my furniture. Furthermore, the store is unable to provide me with a definite delivery date. Despite my numerous calls and conversations with the store manager, Chris, I have been informed that I am unable to cancel the order as per the contract, regardless of the extended delay. The store is currently uncertain about the availability of the furniture and has only been able to provide me with estimated dates. Although I have been patient for over 6 months, I can no longer wait. My only desire now is to cancel the entire order and receive a refund of my $2,500.00 deposit.

I bought two recliners from the La-Z-Boy store in Fort Myers, Florida. La-Z-Boy offers a one-year warranty for any defects in their products. In November, which was less than six months after my purchase, I reached out to La-Z-Boy regarding an issue with the arm on one of the chairs. They attempted to replace the damaged arm, but unfortunately, the replacement arm they brought was also damaged. Both chairs have four arms, three of which are identical, but one arm's welting extends higher by 3/4". Additionally, the fabric on the arm welt of the other chair is fraying. I have made numerous calls to Lazy Boy within the one-year warranty period, but the situation remains unresolved. They have transferred me to their corporate and distribution departments, but replacement fabric is not available. The only solution they have offered is a complete replacement, which has not been resolved as of today. Now they are suggesting replacing the welting. The service technician and I attempted to adjust the welting, but the technician informed me that this would not fix the problem.

I placed an order for a leather recliner on 10/27 and paid $2,088. About 7 months later, I noticed peeling on the back of the chair. The store was initially helpful and replaced the back of the chair. However, after several more months, the left arm started peeling as well. I had purchased a warranty and made numerous calls to Lazy Boy, but they claimed it was our fault and refused to assist. After reaching out to corporate and persisting with several calls, they finally agreed to replace it for half the cost. I had expressed my concerns about the leather quality, but it seems my warnings were ignored. Unfortunately, a few weeks ago, I noticed slight peeling on the right arm and the back of the chair is starting to peel again. Dealing with our daughter's cancer has already been incredibly challenging, and this ongoing issue with the recliner has added to my frustration and sadness. We have owned a large leather sectional for over 13 years, and it still looks like new. The limited warranty clearly states that it covers cracking or peeling of leather in both seating and non-seating areas.

On 9/18, I made a purchase of two couches and a recliner, totaling $9,140.28. Initially, I paid $4,410.29 upfront. The estimated delivery date provided to me in writing was either late September or early November. However, as time went on, the delivery kept getting delayed, and I had to constantly reach out to inquire about my order. Finally, in late January 2022, I received one couch. Since then, I have been continuously contacting them to get an update on the remaining items, but I am always told to wait for another 2 or 3 weeks. It is now the end of April, and I still haven't received the rest of my furniture. While I understand there are supply chain issues, I would not have placed the order if I had known it would take this long, leaving my living room empty. I requested a return and refund, as well as a discount for the extended wait, but both requests were denied. This whole experience has left me extremely disappointed, and I have no intention of purchasing from them again. Their responses to my concerns have only added to my frustration.

In February 2022, we bought two La-Z-Boy recliners. Shortly after receiving them, I contacted customer service to report that the recliners were making noises when rocking in them. A technician was sent to address the issue and assured me that the noise would disappear after a few months. I followed their advice and waited, but unfortunately, the noise persisted. I reached out again for another service request, and the technician attempted to fix a few things, giving me hope that the noise would finally go away. However, the noise not only persisted but also worsened over time.

Throughout this process, I have been in contact with Brian G (I believe that's the correct spelling), who I was told is the highest-ranking person at La-Z-Boy to handle such matters. Brian arranged for a technician to visit, and the technician confirmed that the noise was abnormal. He explained that he was conducting inspections because the senior technician was unavailable that day. However, I have not received any updates from Brian for the past two weeks, as he has been on vacation without anyone covering for him. Despite being promised emails from the store where we made the purchase, I have yet to receive any updates.

At this point, I am extremely frustrated and would like either a replacement for these chairs that do not produce any sounds or a refund for the amount we spent. We chose these chairs and invested a significant amount of money in them because they are reputed to be the best. However, I have sat in numerous rocking chairs before and have never encountered the noises that I am currently experiencing with these La-Z-Boy recliners.

I placed an order for a custom fabric power loveseat from Lazy Boy on April 1 at the Clearwater location. I understand that there may be shipping delays due to COVID and other factors, but I am feeling mistreated by Lazy Boy as they have been giving me various excuses and have no clear idea of when I will receive my loveseat. It is starting to feel like an abusive situation. I reached out to my salesperson via email on October 6, but did not receive a response until October 23. During this time, I also called the store and spoke to the store manager, Leon, who promised to email the company and get back to me. Unfortunately, he did not follow through on his promise. Leon did mention that many Lazy Boy stores, including the one in Clearwater, are independently owned and one of the issues is the lack of warehouse space to accommodate incoming orders, as they have purchased stock to have on hand for selling. This is not something I am making up. He also mentioned that some customers have been waiting for over a year to receive their furniture. On October 23, my salesperson emailed me stating that they are expecting my furniture to arrive in a couple of weeks. I emailed her again on November 11, and she once again mentioned that the store manager would contact the company to find out the status of my loveseat. When I visited the store on November 18, my salesperson informed me that the loveseat is completed and ready to be shipped. On December 6, I spoke to Leon, the store manager, again and he assured me that he would email the company to inquire about the whereabouts of my loveseat. However, I still have not received my loveseat despite having paid a deposit of $1447.26. I have no idea when it will be delivered. I feel helpless and frustrated as I am only receiving false promises and lies as responses. I would greatly appreciate any assistance. Thank you.

I purchased a sleeper sofa for $2,299.88 on order #XXXXXXXXXX X/26. The product, SUPR.CMFT.QUEEN SLEEPER #XXXXXX, was delivered in early October. However, upon opening the product, we discovered that the fabric on the bottom panel had been cut. We immediately informed the driver that we did not want to accept the damaged product. The driver assured us that a service technician would be sent to assess the issue and most likely request a replacement, as the cut could not be fixed. Satisfied with this resolution, we signed for the delivery and the driver took pictures of the cut, which were then submitted.

The service technician arrived and determined that he could repair the cut. However, after he left, we noticed that the creases on the arms were uneven and the fabric on the inside had numerous waves when the cushion was lifted. Additionally, the fabric was stretched to the point where it pulled up from the wood panel on the sides. We contacted the service department again, and the same technician came out. He insisted that his repair was satisfactory and that the creases were intentional. Dissatisfied with this response, I expressed my desire for a replacement rather than another attempted repair.

I subsequently spoke with Brian *** service manager at XXX-XXX-XXXX ext 3341, who informed me that they could only try to "repair it the best we can." This response is unacceptable considering the significant amount of money we spent, approximately $17K, to furnish our new home. In an effort to resolve the issue, I contacted the store where I made the purchase and requested to speak with the manager, Chase. Initially, I was informed that Chase was with customers and left a message. When I called back an hour later, Chase was still occupied, so I spoke with Tommy, who promised to leave a message for Chase to call me as soon as possible.

I purchased a Leather Recliner with Vinyl Trim from La-Z-Boy on 4/13 (Sales Order ***, Model ***). Along with the recliner, I also bought a 5-year protection warranty for $119.99. The leather on the recliner is in perfect condition, but the vinyl trim is defective and peeling in various areas of the chair. This is clearly a case of faulty vinyl. The recliner, which has a list price of $1,149.88, is located in our climate-controlled vacation home and is only used for about 3 months each year.

In early January , we noticed the issue and immediately began the complaint process. We initially spoke to the store manager, who unfortunately couldn't assist us but recommended contacting the warranty company. He also provided us with the contact information for La-Z-Boy Comfort Care Center. We reached out to the warranty company, Furniture Care Protection, but they refused to help due to the extensive failure of the vinyl, despite multiple calls.

Next, we contacted La-Z-Boy Comfort Care and were instructed to submit photos of the issue to the local service department, who would then forward them to Comfort Care. However, after two weeks of not hearing anything, I followed up with a call. To my surprise, they had not received the photos and asked me to resubmit them. They assured me that they would call me back. After several days passed without any communication, I called again and was informed that they would review the claim and get back to me. Unfortunately, I never received any further updates from them.

When I called once more, they informed me that there was nothing they could do to resolve the issue. They suggested that I take the chair to a local upholstery shop at my own expense or consider purchasing a new chair, potentially at a discounted price, but they would need to check with the local store. Comfort Care promised to get back to me, but I have not heard anything from them since. It is extremely disappointing that they refuse to return my calls and address the problem.