La-Z-Boy

I called them to schedule a service on Saturday Jan 19th 2019. I received a confirmation voicemail that the technician would arrive on Jan 19th between 4:15-6:15 PM. They never come. I don't receive a call letting me know they're not coming. I call the following morning for some sort of explanation and all Mackenzie (the rep) could tell me was that she didn't have any information on why no one showed up. How convenient! Now I have to wait 3 weeks before anyone else can show up. Unacceptable customer service.

We investigated many leather furniture brands in early January 2018. Because almost all warned against leather fading we opted to go with La-Z-Boy and visited their Knoxville, TN store. The La-Z-Boy literature states specifically the leather would retain its vibrant (La-Z-Boy's word) for the life of the leather. The warranty does not mention fading as an exclusion from warranty coverage. But to cover all bases a week before the purchase order we provided the sales consultant with photographs showing the living room the pieces were going to be placed in, with the 18 foot high and approximately 30 foot wide windows.

We had no reason to anticipate fading because we had multiple leather pieces in the spot the new furniture would go for 18 years and they had no fading. Additionally we have a leather chair that has through its life been placed in front of windows, it is 30 years old and also is fade free.

Within 6 month however the medium brown leather has faded to a cream color in places. We provided the above information to La-Z-Boy and asked for solutions to fix the problem and in reference to my comments to them about our 12 year RV furniture, 18 year and 30 year old leather chairs not fading the response was those pieces were dyed or colored using a different process.

Admitting furniture with a different leather finishing process resists fading strikes me as absolute proof La-Z-Boy knows they can provide leather furniture that meets their advertising claims, but instead of using that process they completely stonewall any efforts for help, replacement or refund.

Their customer service is non responsive and difficult to communicate with. Only after being pressed will they even discuss the issue. The store said no to any kind of warranty coverage but did suggest calling the corporate customer service. I did and the response was the request would be considered by a supervisor. The response from the corporate customer service indicating they would do nothing was learned when they responded to a BBB complaint I filed.

I would urge anyone contemplating a La-Z-Boy purchase to do an internet search of complaints. There appears to be a strong pattern of lack of any after the sale customer support, based on the hundreds if not thousands of complaints posted or filed.

We purchased 2 recliners from your Kalamazoo Lazy Boy store in 2015, and 1 in 2017. Both recliners are now having the same slipping issue with the plastic holders under the chair. I called your customer service dept. today and was told the handling fee for them was 12.99 each to be paid by me. Really! I am requesting that you send some extras to your store and I will pick them up and repair the chairs myself. I truly am very disappointed in the poor quality in craftsman ship in these expensive chairs, padding is all broken down, chairs slip forward when recline d back because of the cheap plastic latching system underneath. Hoping you understand my situation and honor my request. Thank you... James Hoffman. 1014 Goodsell Street, Otsego, Mi.49078. Phone [protected].

We are on week 9 of an estimated delivery time of 6-8 weeks. I have initiated every call to the store of purchase and even today, November 21st, 2018 (4th call since week 4), there is no answer on when we can expect delivery. I wish I had read the service and warranty complaints before placing this very expensive order. As someone else noted, name says it all La Z. I will certainly never purchase from them again.

over 2 months ago I ordered and was billed for a motor for my recliner. After several calls and emails (again 2.5 months later) I finally received my part.

Customer service in Charlotte is terrible and calling corporate office doesn't do any good either. They provide very good "lip service" but, no one in this organization does what they say they will do. When they say they "call you back", don't look for it to happen. I got one call back from them with a promise of a return call with an update and, NEVER received it from anyone.

for La Z Boy to be such a large organization, they sure have no idea of how to take care of customers.

This has pushed me away from purchasing this product line again in the future.

I purchased a lay z boy sectional, on July 18, 2018. I bought it at our local authorized dealer, Alger's Furniture NOrth Bay ONtario Canada.
I was told 6-12 weeks for delivery. I went in after 6 weeks and was told rudely to not come back for a minimum of another 2 weeks.
I waited another 6 weeks believing they would call before the 12 week deadline. I did not hear from them, so after 13 weeks I went in and they cannot tell me where my couch is or why the delay.
I would like my couch and compensation for for waiting so long and not having the contract conditions met.

The back of the sofa has significant play and causing thre couch to have back that is 1 1/2-2" farther than the center of couch. It has much play as if the metal frame has bent. Very disappointed in the performance and sought help from store and if under warranty i would still have to pay $100 or more for service visit or even if i brought it to the store. That is ridiculous. A $1000 couch should not look this bad after occasional 2-3 time a week use. I tried to reach out to Guardian since i purchased the warranty and that is a joke. I filed claim and had medical emergency that lead to me not completing form within 30day period and void was that claim because of it. If someone doesn't stand behind their product performance than I will not endorse or re-purchase such as item again. It may be made in America but with below par parts.

I have bought two sofas, one loveseat, one TV console, two side tables, one coffee table. After the sofa comes in, it is really stinky. The service told me to leave it because she thought the smell was from the fabric and it takes several days to emit and I needed to open the window to have a better air flow in the house. I had to keep the stinky stuff in my house for almost one week, then I called the service and was told that she will make an appointment to send a technician come to my house to inspect. Very bas service and totally ignore a customer's feeling. After several calls with the sales, a temporary decision was made: the store loaned me a sofa and loveseat to sit while I am waiting for a new set. However, when I talked to the store and was told that they are not sure when the new set will come. Please be noted that the loaned loveseat is dirty on the arm, and the cousins of the sofa and loveseat fabric are different shade.

They delivered a dusty coffee table with a crack and uneven metal legs to me and they called it as brand new. There are QC labeled underneath the top. This is the first time I buy Lazyboy and will be the last time. So frustrated and disappointed. Not recommended this company. I will have to fight to get my money back.

Order # 2-128399 service numbers [protected]
Delivery date - 5/18/2018 - delivered with defects in fabric needing to be cleaned due to handling and scratches on the legs. Delivery person took pictures apologized and stated that i would be contacted.
1st call date - 5/28/2018 - no contact after delivery called in to check on the status on the delivery report. No Resolve
2 nd call date - 7/5/2018 - No return call after 5/28/2018 I called again to check the status ofthe report and was set up for an appointment
visit - 07/17/2018 tech came out unable to do anything but take pictures and order replcement legs. I was told that i wouldbe contacted ...No resolve
07/2018 recieved legs by mail still no corespondance from lazyboy care
3rd call date - 08/28/2018 - Called to check status on furniture unsatisfied with the apology and customer care given... I questioned the return/ replacement policy because i am still dealing with an issue in reference to the delivery of my Eddie Duo sectional.

i bought a La-Z-Boy leather recliner from lyons goodfellow furniture in Westport Ontario.in april 2018.i had the chair only a few weeks when the cushion lost all support and the springs were squeaking loudly.the chair is in the bedroom and if anybody tries to get off the chair the squeaking wakes up whoever is trying to sleep.they made me weeks before I had to call them again.they came to look at it and took it away because I was not here and my wife told them to take and repair it.i would not have let them bring take it because I would not have trusted them to bring the chair back in good time.i want a refund of the $2100 dollars or another chair of equal value chosen by us.they have not contacted us once since may.i have been trying to resolve this problem since may and I have received any correspondence from the store and I will never deal with them again.i should of went to the better business bureau or Canadian consumer affairs.

ray lynch

We purchased this chair august 11, 2017 the first chair that was delivered was not satisfactory, the material was sewn unevenly, the chair arms were not padded the same and the material had wrinkles in it. We called to complain and the store sent a service person who tried to make it look better. It was better but still not satisfactory for being a new chair. We went to the store to look at another chair to see if it looked the same. They had another chair that looked better so they exchanged it for us. We still were not completely happy with the chair, the arms started to sag and the leg/ foot rest had permanent indents in it were my husbands legs rested and the mechanism was clunky and noisy. We again went to the store to tell them and they said that it is the way the chair works. We had a recliner previously and we never hear the mechanism on it. We work every day so the chair is only used in the evening and weekends. A chair should not wear out in a year! This week the mechanism does not work, sometimes it will not go down. We purchased the platinum complete warranty and the magiseal as well. I called the store and they gave me number to call for the warranty. I called them and they said they would get back to us for a service call. When we got a call the service person said he could not come here because they would not pay for his travel time and that he was still waiting to see what they were going to do. We still haven't heard from anyone! We are very disappointed with the service and this chair. We wish we had never purchased it. A person feels that if you purchase brand name furniture that it will be reliable. This is not the case with this chair. I am very upset and would like a solution to this year long problem and compensation for a year of frustration and a waist of our money.

Ordered recliners, ticket number [protected], and other items [protected]. Delivered on [protected]. On [protected] made a complaint to Lazy Boy Store where purchased that the power X-R+ recliner was not comfortable and causing back pain. Also complained that there was a compression area in back of chair. Sent someone to evaluate and repair both chairs as the other recliner was also showing signs of compression, wrinkling. Repairs were made but little improvement of looks or comfort of recliners. Went several times to store to complain the last time on [protected].
The store did contact Lazy Boy and said that Lazy Boy will probable replace the backs of the recliners. I do not have confidence in these recliners. If I would have taken these chairs back to the store on day 3 instead of just going in and making a complaint, I could have made an exchange for hopefully better recliners. Not at all happy after spending over $2000 on these recliners.
We are not overweight people, we have no children or animals in the home.
Since I also had a problem with a James recliner that I had used for less than two years and it looked so bad I just gave it away, I am very discouraged with the quality of Lazy Boy.
Photo of recliners after 1 month of use.

I purchased a recliner in june 2018 and have had the man here 3 times to try and fix it and it is still the most uncomfortable chair I have ever owned in all my 82 years. spoke to supervisor and was told there is nothing they could do. they don't "guarantee comfort". I am sitting in this new chair with a cushion on my back and a neck pillow on the back of my head and it is still the most uncomfortable chair I have ever had. please help me with some kind of satisfaction from your company, I have used lazy boy recliners for the last 25 years
thank you
jean bachmann

I bought a recliner late last fall. By this summer the poly-fill was all smashed down in the back of it and i could feel the wooden box that the lumber support rested in. All i could feel against my back was that wooden box.

They told me the poly-fil was no longer under warranty but they did send poly-fil for it. What does that really say to a person? The problem is that i had to pay for the upholsterer myself.

So i did all that and i get my recliner back and guess what? There is so much poly-fil in the middle of it that it makes my body turn into a "C" in order to sit in the chair because there is not enough padding in the bottom section of the back of the recliner.

I am really disappointed with Lazy Boy. I would love to see a complaint filed against them while i sit here in pain!

Dear Sir/Madam,

I would like to bring to your attention an issue we are having with our sofa we purchase from La-Z-Boy in Calgary, Alberta. We purchased our sofa approximately 3 years ago (September 2015). If you look at the pictures, the sofa is wearing horribly. We purchased the warranty from La-Z-Boy. Once we noticed the wearing of the sofa, we called to have someone come look at it. We were told that the warranty does not cover this issue. I am hugely disappointed in La-Z-Boy and this approach. As you can tell from the photos, the wearing of the couch is quite unusual for a sofa of three years old. I have purchased many sofas in the past, and some have been leather. I have never had an issue with either of my sofa's, even my other leather one. This was our first La-Z-Boy sofa and we were so excited because we had always thought of this brand to be a good quality product. We paid enough for this sofa that we never would've thought we would have to replace it in 3 years! I am hoping that La-Z-Boy will rectify this situation, as we feel it must be a defective product. Sofas are meant for sitting on, which is what we have done...but it's quite embarrassing to have this in our home. We take pride in our home, and this is not something we are proud of.

We decided to give lazy boy a try. Big mistake! We bought the Greyson reclining couch in a grey microfiber fabric. We were told it would feel just like the couch in the showroom. Well it's not even close to being like the couch in the show room, in fact sitting on the hard tile floor is more comfortable then this poor excuse of a couch!
It arrived broken on one side of the sides that reclined. Then the fabric was uneven and piled up in one spot on both sides. We have had now 4 supposed service calls where the guy comes out is rude, and argues telling us there is nothing wrong with it and we have to work it in. You don't work in a new couch, and it sure as hell shouldn't come broken and not put together right. This is the worst customer service, and company I have ever dealt with! My next call will be to the better business bureau! We will be returning it and receiving a refund one way or another! NEVER EVER buy anything from LAZY BOY!

Oscar Power Recliner XR+1HR737 D148779 FN 007...purchased 4-3-18. Sales ticket number [protected] from San Bernardino CA location. Total amount paid - in cash - was $1831.72, this included a discount, home delivery fee, and taxes. I "had" planned on putting this chair on my LZ Boy credit card, however, my daughter - Elizabeth Mealey - wanted to buy it for me as a gift. I have purchased several recliner chairs over the years, but this one is the absolute worst. I had two service calls shortly after the chair was purchased. The wood frames on both sides of the chair literally cracked all the way through so I could not recline. Once those were replaced, the motor quit working so I could't recline. A part had broken off from something. You can check your warranty repair orders for exact description of repairs. Next, the fabric is awful ! It has "pilled" up the entire length of both arms, and it has stretched out of shape in many places. This is not the quality product that Lazy Boy used to sell back in the 60's, 70's, and 80's. I am 74 years young and spend all my time on a power wheelchair, or in the recliner. I can't walk at all. Now the motor doesn't seem to be working as it should. It is very slow, especially the footrest part. I wish we never bought this item...I am so very disappointed with the entire chair...and it was expensive, which makes things even worse. I never want to own a power chair again, and I am asking LazyBoy to come pick it up and refund the money, or issue a store credit to my daughter. One more thing, I do not feel safe and secure ever since the first time it broke. For whatever reason, when the wood pieces cracked, the chair threw me forward onto the floor. As you can tell, I despise the Oscar chair . Sincerely, Susan M. Kelly
[protected] Webster St. #122, Redlands CA 92374

I purchase 2 Lazy Boy recliners last fall and decided to order 2 arm rest and head rest for each chair. I paid approximately $2000 for both chairs with 5 year extended warranty. I picked up the arm/back covers this week and it was a 3 piece set for each chair but the back cover was the same size as the arm rest.. it does not fit the head of the back of the chair. I went back to Lazy Boy in West Houston and they told me that is the way the come from the factory.. I explained my frustration about the head rest cover being so small.. they did not seem to care, they only showed be me the catalouge
where is said all 3 pieces were the same size, , so I paid $175 for 6 tiny pieces of material, I should have bought a yard of so of material and made the cover myself.. I told the manager at the store that I will never buy a Lazy Boy product again even though it is such high quality, , again they did not attempt to try to give me some sort of satisfaction. I would assume a store like Lazy Boy would care if a customer is completely satisfied, , well not so.. anyway I will never purchase another item from Lazy Boy and I have bought several in the past dealer # on fabric [protected] purchase order 04218ccydkg

Robert L Hooks
25715 N Saddlebrook Ln
Katy, Texas 77494
[protected]
[protected]@gmail.com

We purchased 2 motorized full size couches and a recliner. We have no children living at home and after only 4 years, the seat cushions feel like you're sitting on the metal frame, the head rests are completely flat, and the color is wearing off the leather. After calling customer service, all the issues are at our own expense as La-z-Boy only has a 1 year warranty. That was the "Thanks" a customer receives after spending $8, 000 on what was thought to be good quality furniture. What a JOKE! This was my first and last purchase from La-z-Boy EVER! They should be ashamed of themselves for such poor quality furniture. I can't even give a 1 star rating