CB Furniture Stores La-Z-Boy

La-Z-Boy review: Warning to anyone thinking about buying a la-z-boy product

Twyla Reece of US

Dec 03, 2025 1:47 pm EST

Verified customer

Featured review

This is an email I sent to La-z-boy. The first email I sent was to the email address listed comfortcare@la-z-boy.com and received a notification that that email address was no longer being monitored as of June 3, 2024! Yet, they still are currently showing this email address on their website as being a way to contact the customer care service department!
The day that our couch and loveseat was delivered I had to run outside and stop the delivery men and had them come back inside my house due to the obvious issue of the backs of the loveseat and couch not sitting correctly. One of your employees came in and messed with them for a bit then left stating that they were fixed now. However, we have had multiple backs on both the loveseat and the couch that have not worked correctly since this initial delivery and the issues have continually gotten worse.
We have made 2 trips into the local La-z-boy store where we purchased these items and both times have been told that all they can do is tell us to contact customer service to schedule an appointment to have someone come out and look at it.
I contacted customer service and the woman that I spoke to was extremely rude and started blaming me stating that if this has been an issue since the first day why had it taken me so long to call in to have the problem taken care of? I informed her that the issue was reported to the delivery drivers that day of delivery and that we had been in the store so they were aware of it also. The woman started raising her voice telling me that reporting it to the delivery drivers does no good because they are not employees of La-z-boy which in return I stated that the delivery drivers were in some way being paid by La-z-boy which would make them to be connected to La-z-boy in some way or another, whether it be by contract or some other means, but that they are representing La-z-boy when they delivered my furniture. The woman again cuts me off and very loudly states that delivery men are not employees and that by notifying them of these issues was not appropriate. I asked if there were any notations within the delivery notes where the delivery men would have made mention of these issues that were brought to their attention at that time and again she was extremely rude and loudly stated that they were not employees of La-z-boy so they would not have made any mention of any issues that we had at that time.
When we purchased our couch and loveseat we specifically chose to go with La-z-boy because I have had past experience with La-z-boy as well as the reputation of this company. We also thought we were choosing a company and a product that would last us through the rest of our days and that we would not have to buy these items again in the future. The in-store salesman told us that our furniture would last 15-20 years, sadly, it didn't even make it past the delivery date. Now we are being told that we have to pay $135.00 up front before we can even schedule to have someone come out to look at it! This seems ridiculous to me since this has been an issue since day one and that your company representative, in whatever form you want to call it (delivery driver), was made aware of this issue on the spot. As well as the trips we made into the store personally where we were not given any customer service except passing the buck onto someone else.
We paid close to $10,000.00 for a couch and loveseat and at the time we were happy to pay that, especially after being told of La-z-boys "excellent customer service", a company that "stands behind their products 100%", and "this furniture will last 15-20 years." This has been one of the worst purchases, if not the worst, that we have ever made. If we could have, we would have loaded this couch and loveseat up and drove down to the store and dumped it on your front doorstep. But now we are stuck with pieces of broken crap that we can hardly even use.
Your customer service has been horrid. Beginning with the sale that we are now discovering was nothing but lies, then the delivery, and then the woman on the phone at your customer service department.
I am sending this email not only to make you aware of these issues, but to also have a paper trail of all the attempts of contact to get this issue resolved once and for all.

Recommendation: Do Not Waste Your Money or Time

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comfortcare@la-z-boy.com

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One La-Z-Boy Dr., Monroe, Michigan, 48162-5138, United States

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