La-Z-Boy

9-1-17

Below are previous posts... As a recap, had an expensive LazyBoy Recliner breaking... Got a hold of them 24 July 2017... Unsatisfied, go to store purchased where the two managers their were stellar... Got me setup just to have customer care make an appt. for it to be looked at in Oct 2017 and appt to be "looked at"... As if doing me a favor I get a call from their sub contractor Furniture Services moving it up to 16 Aug 2017... So in their infinite wisdom they ship the parts the tech needs to the customer house and then won't let you schedule an appt. until those parts are physically at your house... Those parts arrived today over 3 weeks after the tech was here for less than 3 minutes and ordered them while telling me they won't fis the rip in the material that the failed part caused because the material is out of warranty? So now we are at over 6 weeks... I call the so called LazyBoy Customer Care Line and while the young ladies have been nice, they treat my service as if this kind of service is completely normal, while now scheduling the actual repair for 4 Oct 2017... Over 70 days since this issue was brought to their attention will have passed... Despite my telling them that ATT, Frontier, Time Warner etc are known to have the poorest customer ratings and that they are light years worse than those companies combined, but they continue to treat and act as if their service is normal... And this, despite my telling them that I have an actual Leather Recliner bought from Costco at a 1/4 of the price of theirs 5 years ago, that has never given me a single problem and that if it had Costco would have just given me a new one same day and it would have been over with... They people in "Customer Care"still continue to act as if their service is acceptable and normal just to repair it... A week maybe 2 on the outside would be acceptable for total repairs, 70 days is not... Their continuing to ignore customers and this final act of taking yet another month to get somebody out and finish this has guaranteed I will never spend the amount of money nor buy products from them again... Given their reactions at "Customer Care" by phone as well as writing to them by snail mail, email on their website and on messaging here... Not a single person has responded to these non phone options... being cowards about it... So it is obvious to me they do not care and think the reputation they used to have is going to carry them... well not on my dime, I have learned my lesson and make anyone I can aware regarding this nightmare of service and LazyBoy's actions in this process or lack of... I sure they think or believe they are too big to fail, but with type of service as I have received and the others I have read... I don't see them staying above water for a long time more... All you had to do was provide decent service LazyBoy and it seems your incapable or uninterested in doing so... And you definitely show no interest in fixing this severly broken system of yours... It is a damn shame and a spit in the face of the two managers (Store and Sales) at the Temecula store who did such a stellar job in helping me in the beginning of this fiasco... You should be ashamed but I know your not!
Recliner (Lazy-Boy Vince reclinarocker) purchased 2 years ago (3-04-15)... Has squeaked incessantly since day one with every little movement but worked fine. Had to learn to ignore thinking it would eventually break in, it did not... Original sales ep misled about lifetime warranty... Recently the recliner mechanism has gotten rough to use. Now it will not recline completely and I have to walk around to push back up straight. I have thoroughly looked at the mechanisms and could not find any reason for this... Called Lazy Boy warranty, was told by agent they cover parts but will charge me to have a tech come out, will charge me to deliver the parts to my home and then tech will come back... Also when tech comes out they will charge me more should it take the tech over an hour to do but they won't tell me what that rate would be...
Very disenchanted... When I spent almost 3 times what a good quality recliner from Costco would have cost me, and this one was on sale... I thought I was getting a well backed, well built quality product... Apparently I was wrong...2 years of use is no bargain for sure and unacceptable for high the price paid... Will go back to Costco and buy a recliner that is 100% covered for 5 years and get rid of this so called great company Lazy-Boy, and it's so called superior built furniture, what a croc... Good Riddance!

By the way I found the issue which is an anchor in the chair arm towards the rear left side detached... The back piece of chair mounts on an arm on each side that the recliner mechanism attaches and pivots on at that point of failure. Appears to be unrepairable without taking fabric off... also the arm on that side the back piece slides onto, bent due to the failure of this anchor to remain affixed to the chair frame...

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8-16-17
Need warranty work for a chair that failed in 2 years... The piece that failed also tore a hole in the fabric... Lazy Boy In Temecula's, Nansee and Linda (Store mgr and Sales Mgr respectively) were terrific in helping me after I explained my issues and jumped all over it especially after I showed them pictures... Unfortunately Lazy Boy called on their urging and they set me up for a September service call on July 25th from the main office through their contractor Furniture Services... Furniture services called a day or so later to tell me they were moving it up to today Aug 16th as if that were some big consolation, still almost a month out... So two days ago a recording tells me they will be out to my home between 5pm and 8pm and want me to verify which I did electronically... The tech shows up around 6:30pm... As we are walking in I express how it is not good how long it takes to get service on this expensive product and how late this appointment is... he counters that he has 13 calls a day and how busy they are... I express that maybe his company should hire more people to which that apparently offended him and he started getting combative from there... Won't get into the argument that ensued when he told me a part was fine, when it was clearly bent and the fact they would not repair the hole clearly caused by the failed part... I told him if he represents his company in that way and their ok with it, it was no wonder the service times were so poor... He then told me angrily that he was ordering parts and when they arrived at my home to call his company to set up another appointment... I asked if his was repair was going to hold up and somewhere around this time he said yes while at the same time insinuating that I must have done something to make it fail and I admittedly wise [censor] at that point said, yes if sitting in it and reclining and never ever plopping would be the reason or I asked, do you think I'm am too oversized at 6'3" and 235lbs for the biggest chair Lazy Boy makes? To which he back peddled... I then asked if that appointment would take another month or more to which he really got pissed about and stated angrily that he was just the tech, it takes whatever they say... I told him it was all a piss poor way of doing business and did not represent a supposed high end company very well... To which he left my house as fast as possible, got red and sped off... By the way he was in a personal vehicle had no tools and did not seem prepared to fix it if no parts were required... No ID and no uniform of any kind... the lack of professionalism was very clear... They thing is I feel so rotten for Nansee and Linda given what they did just to be let down by this contractor and the parent company who is responsible for these people representing them so poorly... I would do business in a heartbeat with Nansee and Linda I think they are straight shooters and fabulous at customer service... but unfortunately I don't think I can ever justify the expense of buying more Lazy Boy items given the treatment I have received the one time I actually needed warranty help which in my opinion should have never happened... The worst part of all this with regards to warranties... is that I have a 5 year old Leather Costco bought recliner I have never had an issue with, that I purchased for less than a third the price of this Lazy Boy and 100% guaranteed that if while under warranty something had happened, Costco would have absolutely replaced the chair on the spot without the craziness of dealing with Lazy Boy... Just my experience up to this point... and who knows when this chair will actually be fixed?. wild would be an understatement... and relaying my experience in what is actually a brief representation of all that has transpired to this point...

Hello Lazboy;
I am not sure who I need to talk to, so I am sorry if I am doing this wrong.
I was hoping you could help me with my recliner.
I purchased this recliner at Sears in Chillicothe, Ohio 45601, Feb, 2016.
At the time of delivery there was noticeable damage to the back of the chair and I had to have it replaced. the left side of the back was was broke.
Since then the back has broken again in the same place, with springs coming through.
But since the purchase the Sears store has closed and I am lost on what I can do.
I have enclosed a copy of my receipt .
I can send pictures if you need them.

Any help would be greatly appreciated.
Thanks so much for your help in this matter. Roger

Purchased from Santa Rosa, CA store on July 3, 2017
Delivered August 17, 2017
After taking off two interior doors and struggling to get the sofa into my guest room, delivery guys found Inner structure of sofa bed was broken so had to take doors off again and take it back to warehouse for repair. Now they want to redeliver it next week.
Delivery guy also told me that air bladder needed to be used as often as possible to keep rubber bladder supple.
I had planned to use infrequently.
I don't like the quality of the product and salesman should have advised me about bladder issues. He did not.
I asked to have my 50% deposit refunded as I don't want this sofa. It's still at your warehouse being repaired.
Store manager said he will not give me the deposit back and I have to take the sofa or lose deposit.
He said it was a custom sofa and therefore, no returns. The only thing I ordered was a differ color fabric in the "stock" fabric so how is that a custom order? I would have had to buy the floor model in order to avoid a 'custom order' ?
Guess when I signed paperwork, I gave up my right to decide not to purchase and accept the sofa.
I would like to speak to a corporate manager or I will have to take it to a consumer rights organization.
I bought from Lazy Boy cuz I expected hi quality products and customer service. This was my first time buying from you.
The customer service in the Santa Rosa, Ca store is very poor and I am highly dissatisfied and disappointed. I was treated like the customer service I experienced at low-end furniture stores.
All I want is my $1.000. deposit back and cancel the re-delivery.

Please call. Thank you.

Gail Seymour
[protected]

Unknown Spot on Front Edge of seating cushion shows up. This on section was constently needing cleaning as seemed it attracted color transfer from Jeans. When unknown spot which we thought was a stain when we contacted warranty services we know think its a section that the finish is coming off as it expanded in size after attempted clean from technician.

Manager has decided this is not covered by warranty thus we are stuck with a blemished piece for furniture. We purchased Platinum Warranty as Salesperson said it covered anything that could happen. We said we have a dog and worry about punctures he said covered. (Apparently that was a lie) We said staining from Markers etc because grand kids get creative we get covered. With his recommendation we by peace of mind.

Fast forward to current problem and we are not being looked after and there is no coverage, plus local manager very arrogant about calling back and discussing and skewing facts to fit his need to deny us resolution.

Chris/Steve Rudy purchased recliner 03/16/2015 lancer recliner w/memo foam email:[protected]@canby.com
Defective memory foam does not stay in its original form, bunches up, travels out of place.
A claim was submitted but not results. (claim placed 02/02/17)
Were told that Lazy boy is aware of the problem defect and has had problems with the memory foam but ignoring.
We need to have the chair repaired what are the options. Your immediate attention please.
My husband has been tolerating this for some time this been a bad experience for him. We have purchased several Lazy Boy products as my parents have been loyal Lazy Boy customer for years.
Regards, Christine Rudy

On March 28, 2017 I bought recliner rocker for my dad...he wanted it to swivel, and I was told no problem...for another $200.00 we could have the swivel. So it was ordered... delivered on May 4, 2017. The chair fell forward...dad could not recline he could hardly sit in it. So an appointment was made for the repair technician for June 3, 2017 to have a look...he tried to fix it but did say it was not put together properly. It still was not right. He wanted to try something he thought might work...meanwhile dad has not been able to recline...which by the way he needs to do because of a medical condition. The next appointment is August 9, 2017. There was an opening on August 8 but I was not going to be able to be there.
Meanwhile all this time dads feet have not been up! I have called several times, never to be able to actually speak with someone, so quite often hung up as there was no use in leaving more messages because of my work schedule I could not answer. When I did reach a person in customer service, my phone call was not returned. Today I called again, spoke with a very pleasant young woman...she relayed my concern to someone who was to call me back. ..within the half hour. I waited over an hour then called again, she told me I had been approved for a return but no one ever did call me back to discuss this with me.
You can understand my frustration. Dads well being and comfort is my concern.
Thank you for your attention to this matter
Monica Hobson

Coach is falling apart this is my second zip cord they broke the cushions are all sagging in the back rest is leaning backwards you're not coming for the forward when I sit in the other chair that I don't use it feels like the day I bought it but I sit in the chair that I use feels like it's just trash cushions are falling apart The ZIP Chords broke two times now which I can't rest my legs cause I got to get another zip cord it's like an endless battle I was a firm believer of La-Z-Boy I worked in upholstery place and you made a great product but for some reason this coach I don't think it was made by La-Z-Boy is falling apart I would like someone to call me at [protected] my name is paul biron I bought my coach at La-Z-Boy furniture's gallery in Manchester New Hampshire on Southwillow Street about three years ago

About 5 years ago I bought 2 leather reclines at over 1, 000 each.
Noticed the edges were peeling... These chairs are only 5 years old. La z boy said there was nothing they could do about it. I had purchase emerson leather chairs that are 15 years old that looks like new. I do not plan on ever purchasing la z boy again... I wish I had thought to look up and seen all these complaints... I would have not purchased because they do not stand behind this expensive furniture. Not worth its money. My opinion
Stay away from lay z boy!

Your reputation is getting destroyed in Augusta, Georgia because of this distributor. You might want to take care if this. It is all over Facebook. This man is a father of a friend. This is a Facebook post and is being shared like crazy.

Want to throw this out there for everyone to see.Dont buy anything from Lazy Boy Washington Rd. My Dad who is 85 went to Lazy Boy furniture on Washington Rd and purchased a love seat.He paid 2200.00 for it.Not only did it take a month to get it after the 1st day he had issues with it.Dad spoke to Ashley (manager)she assured him she would take care of it, well almost a month later they show up dont have right parts.Next day 2 of the legs break off this quality furniture they sale at Lazy Boy.Dad and I call again he is told not to sit on it..wow!another month goes by they come back still not fixed..All they do is give him the run around now they say their not going to fix it wth.and ASHLEY refuses to speak with anyone...They will not work with us.They have ripped him off THANKS LAZY BOY for such quality furniture.He went and bought another love seat yesterday from a reputable furniture store..Ive read Lazy Boys reveiws and we are not the only ones this has happened to..

Purchased loveseat from Lazy Boy October of 2013 so it is not quite four years old. Arm and back of left side of loveseat have worn and discolored. The other side is fine. I am so disappointed in the quality of this product. We specifically bought 100% leather so this furniture would last us many years and now all I want to do is get rid of it! I went to the store I bought it and they basically told me I was out of luck and they couldn't do anything about it. They just gave me a phone number of a repair person. I will never purchase or recommend Lazy Boy furniture again.

On May 27 2017, we visited Huntsville store, we told sales person Jan that we want 3 cushion sofa, we showed her the sofa on the display. We didn't like the color for the sofa in display so we custom ordered the sofa with color of our choice. Today they delivered the sofa, instead of delivering the 3 cushion sofa they delivered 2 cushion sofa. We went to the store to complaint and found that the sales person has written a wrong product code and she changed her wording to correct her mistake, store manager says we cant do anything because we signed the paper. We were not show n any catalog or asked to confirm our choice matches product code, we relied on sales person Jan to enter correct code. We wanted the sofa that we really ordered, could you please help us in getting the sofa as the mistake is completely with the sales person for writing incorrect product code, We were not shown catalog to confirm the product code that she wrote, we trusted your store sales person
Invoice number:48629

We purchased the sofa & love seat 01/15/17 and were told it would be ready for delivery in 6-8 weeks. I called in week 9 to see why we had not yet been contacted. Our salesperson was not there but I was told that there had been a problem with the fabric and we would be contacted when it was ready to be delivered. We waited to be contacted after my wife sent an-e-mail 03 16, 2017 to our salesperson. We did not get a reply. My wife e-mailed again in April and on 04/16/17 we got a reply to indicate that our order was now in production. We did not get a phone call at any point after our purchase in January to keep us informed on the progress of our order. It was week 14 before our order was ready to be delivered. We got an e-mail 04/21/17 to notify us that our order was in and ready to be delivered I called to see if our sales person was there. We wanted to pay the out-standing balance. I was told that she would be in the next morning. We went in and asked for her but were told she was not in. My wife and I had to explain why we were there and expressed our dissatisfaction with the poor service we had gotten to date and we wanted some compensation for the delay & the fact we had not been kept informed by the store but had to keep contacting them ourselves to find out what the status of our order was. The person went and talked to a manager and came back with an offer off $100.00 in store credit toward a future purchase. We said we would take that for now but felt more compensation was needed. I suggested that a credit to cover the tax we paid would be the minimum that should be offered to us. We were told no, that was not possible. I was surprised that the manager never came over to speak with us and we were there in the store, The manager knew that and was informed of our dissatisfaction. We paid and set the delivery date. We got another e-mail 04/22/17 as a furniture scheduling reminder. We got an e-mail 04/26/17 to confirm the delivery date. Our order was delivered 04/27/07 and when I got home to see how it looked I was disappointed to see that all the way across the back of the sofa was not even. I-e-mailed a photo to our salesperson 04/30/17 and followed it up with a call to see if that was normal. I was told to try to fluff the back to see if it would become even. I tried for one week but it did not improve. We then called back to see what could be done. The service technician was sent out 05/31/17 to see what could be done. He was excellent and got the back more or less level like it should have been after it was delivered. We still feel that we are owed an apology and appropriated compensation for the poor experience and not being kept informed from the start once the delay occurred.

Where do I start?
Purchased chair Feb. 2016 for way more than I wanted to spend. The chair in Showroom was so comfortable. The one that was delivered over a month later was a POS. I ordered (and paid extra for) the memory foam seat padding for extra comfort since I am semi disabled and sit for long periods at a time.

The chair I got was a torture chair. You can literally feel the framework of the chair through what little padding there was. The arms were solid wood with nothing but fabric covering it so the sides of the chair digs into your legs. No padding except for a piece on top of the arms that kept sliding around. I don't think the padding was even attached to frame.

I called and it was picked up to be "fixed". What came back was the same. It creaks and groans with your every move and still not padded enough to be comfortable. I spoke to supervisor and asked if I could get a refund since they could not fix it right. And she said " It is not our company policy to replace or refund for any of our products".

So I called again and they sent out a technician to look at the chair. This took over a month for him to show so by now my chair has lapsed into "out of warranty" status. Nice move on their part. He checked chair, and admitted to me that there was no extra memory foam padding and the absence of any padding on the arms and parts of the legrest.

I waited another month to hear what could be done after the technician came by but no word from La-z-Boy. I had to call them. They would pick up the chair and fix it again... but I had to pay a pickup charge of $60, (again another company policy) to fix a faulty product they admitted to be in need of repair.

So they picked up the chair and here it is going on week 5 of the chair being "repaired" and again, no word from the company or customer service. Again I have to call them. I'm still waiting for a return call.

I would like say I don't know if this is a standard practice as it was stated to me or another misguided treatment. I purchased a sofa on the 5/2/2017. Everything went find with making the sale. The sales person (Chantal Duda )[protected]) was very nice and very professional when she came out to my house. She wrote up the sale slip (5514424) and told me that I would be receiving the complete bill transaction in the mail. So as she stated, I did received the sales slip in the mail, but how it was sent through the mail was the confusing part of it all. The envelope that contained the sale slip [protected]) was sealed with only a couple of pieces of tape. I could not believe it because this sale slip had all my personal information on it and the envelope showed that someone had all ready tore part of the tape. This was not only confusing but harmful. I couldn't understand why they avoided using the glue on the envelope. I could see if it was a regular coupon in which I have received since the purchased of the sofa and it came in a sealed envelope. So, when I took my concerns back to the store, my sales person wasn't in and as I was talking to a sale person another sales person intervened and told me that the sales slips are mailed out that way. So I left the store still being troubled of this situation.

Your Practise of selling furniture and not being honest on timely delivery of furniture can not continue . Saying that the furniture will be in the next delivery to the showroom in 2 weeks then saying standard delivery is 6-8 weeks after the sale when customers call expecting to pick up does not Sound right . This is the second time that they have done this at this location on me and from a few other complaints on some forums this seems to be a common practise at this and another
Location in Toronto . Again the sales person who knows it's a custom order should know better not to mislead the consumer hoping they make the sale that they otherwise would not if they disclose the longer delivery timeline .

I tried calling the store on two occasions the last week and every time I call I am told that the sales person is not in and there is no manager to speak to . Leaving my name and explaining the issue to the person answering the phone ( seems it an admin staff) they say all they can do is leave them the message . It's one thing avoiding contact the consumer who purchased your product but to avoid the callback is awfull.

I have plans to call Ellen Roseman of the Toronto Star in the next few days as she is very interested in writing a story of such deceptive sales practises. I was told by her to also email you which I have as she will make a note of my attempts to see how / if you even made an attempt to rectify this matter .

Regards
Gus

This is my fourth Lazyboy chair in 40 years. The previous three were built like tanks and never needed repair.
I only gave them away when moving. This newest -- and most expensive ($1500) -- has broken twice in less than two years. First, the entire metal base collapsed. Most recently, the entire left arm has become detached from the chair. Therefore, the chair leans to the left and down. I am retired and disabled. I have extremely limited mobility. I am in this chair almost 24 hours a day. I've had to wait a month for the service technician to come out, only to be told that the part has to be ordered. That will take two weeks. Then it is another possible month until it can be installed. The kicker: Lazyboy covers the part but not the leather which is torn from the arm mechanism failing.
I totally depend upon this chair because of my limited mobility. Of course, the Lazyboy phone rep informed me that they do not consider medical emergencies. This is the second time I've been told this, so it obviously is a company line. Bottom line: Lazyboy cares nothing about their customers and only about their profits. I will never buy another Lazyboy again. They've gone to the dogs.

We purchased a high end mission style leather recliner in the June of 2016, paid $2, 317 for the chair. When the chair arrived it had a small flaw on the leather back and on one of the arms. We called the store and were told they would order replacement parts. Parts were ordered and after about a month the repairman installed the new back, which was fine. After he installed the replacement arm he discovered that it also had a small flaw on it, and indicate that he would have to order another replacement. After waiting another two months he scheduled another appointment to replace the arm, but when he arrived he discovered that he had the wrong part. When he returned to the store for the correct part, he discovers that it also had a flaw, and that it would have to be reordered. After an additional wait of two months he arrived and installed the replacement. It did not have any flaws, but after he left and we looked at the chair again we found that the finish on the wood was different than the other; the original had a high gloss finish, and the replacement had a matte finish. At this point we visited the store, spoke with the manager, who assured us that she would resolve the problem. We spoke again with the customer service representative she wanted to pick up the chair and take it in to match the finish. We told her that we did not want to be without the chair, and she agreed to replace both arms to ensure that the finish was the same on each arm. After more than a month we contacted her again to find out when we could expect the new arms to be installed, and discovers that she had apparently failed to order the replacement parts. She subsequently ordered them. We have been contacted be the independent contractor who is indicating that it will be at least another month before he can get to, us.

Bottom line; I am sitting in the chair composing this complaint. It is very comfortable and other than the mismatched arms looks great in our family room. However, we are now approaching 10 months since we purchased it, and have yet to have the issues resolved. Lazy Boy, has replaced the back, and one arm piece twice already. By my reckoning they have almost gone through the parts for two complete chairs, and have yet to resolve our problem. We have purchased several pieces from them in the past, and were happy with the quality of the product, and the service we received, but after this experience it is doubtful we would make any additional purchases from Lazy Boy.

Ordered couch, love seat, chair & recliner from Agoura Hills CA store and assured their iClean material was best for quality, durability and maintenance. 60 days from delivery and after paying $4800 for the complete set the arms on the couch and chairs began to buckle and wrinkle up. Lazy Boy sent tech out to see and he agreed this was not normal but Lazy Boy says it is. DO NOT BUY LAZY BOY - also on recliner the bottom spring broke off and tech fixed but said it was shoddy workmanship. THERE ARE BETTER FURNITURE STORES WITH BETTER SUPPORT IF YOU LOOK AROUND

Purchase a recliner from the store in 2014, also purchased the warranty for the chair. The chair has started to fade, it was a deep burgundy and now its pink and burgundy! Called the store I purchased it from x 2, the store manager literally argued with me and told me, we do to handle problems here or do we exchange, repair or any other customer related issue! Told me to call the warranty company, told him I did that, they told me we only cover certain parts of the chair! What? You did not tell me that when I purchased your 75.00 warranty for 5 years. He said too bad. OMG, so I called the warranty company back again and they told me the exact same thing, your warranty does not cover fading, only certain parts of the chair. So I ask the customer service person, so my chair is 2.5 years old and you will not help me? She informed me that she cannot help me at all. Now I have a chair that is pink and burgundy and all discolored that I paid 700.00 dollars for. I check the Corp web page and they have lots of complaints from customers about there warranty and customer service and everything else about Lazy Boy Furniture. I will never ever buy anything from them