La-Z-Boy
reviews and complaints

I brought a 3 piece suit from scs, it is a lazyboy missouri 2546, on 11/10/2015, I paid £4000, just after a year things started to go wrong, all 3 pieces have faults, seat cushions are sinking, when I raised the complaint with scs they were very difficult to deal with, saying we should contact lazyboy, but we brought the sofa from scs, we had to pay £75 for an inspection, they sent a upholster to visit us, straight away he said could see problems with our sofas, the 3 seaters had dropped on one side and all of the cushions on all pieces had sunk, he returned and replaced 2 cushions on the 2 single seater chairs, he also turned the 3 seater upside down a open up the liner to add wood and nails to rectify the dip on one side of the 3 seater. Over the years the sinking on the cushions has got worse.

I purchased a leather recline couch and chair.
The recliner couch has been replaced twice because of wearing. Now the third couch sinks so bad you can't stand sitting in it.
Chairs are peeling and look awful. By far the worst product materials ever

December 10, 2020
Kang Lee Sheppard
4476 Seton Hall Rd
Colorado Springs, CO 80918

Dear CEO of Lazyboy,
I am writing this letter to you because I want to share how your people treated us.
We think your chair is the best. We are three generation users of Lazyboy chairs.
In November, 2016 my husband had serious surgery and he said to me three days before the operation, "I'll probably need a power recliner, preferably Lazyboy, ". I rushed out to the Colorado Springs store and purchased the best recliner they had in stock at the time.
Your sales associate, Alex Gaul, helped me real well. He was kind and explained about the recliner, all it's features, and that "it had leather arms and back". I believed him and purchased the recliner.
Three years later in 2019 the leather arm rests began to look weary and getting worse every day. (See attached photos) The wear patterns gave me suspect for leather as I fully expected to have them longer than three years. Upon close examination I suspected the covering was not leather and called the store explaining what was happening. Two young men came to inspect the chair, took pictures and called me two weeks later and reported "We can do nothing about the wear."
How unfair, I purchased a "leather covered" chair and it was not. I trusted your company and believed what the salesman said.
Fast forward to June, 2020. I decided to purchase a recliner for myself. Yes I went back to the same store and purchased one for me because I believe in your merchandise.
My feeling is, unless you can help us to have the upholstery re-done on my husband's chair or a refund we will have to let his chair sit beside my nice white chair and explain to our guests, "Yes, they are both LazyBoy chairs but explain our story.
I called your office on July 18, 2020 but nothing happened. I'd like to heard from you soon.
Respectfully,

Kang Lee Sheppard

This company used to put out great products but I purchased a motorized sofa for a friend and its been nothing but trouble. She's got cancer and needs comfort but I wrote to corporate and nothing. Not the company I once swore by. Really disappointed . We had a repairman out twice the first year with the same problem and it broke again. It's broke yet and can't afford another one. Lost confidence in a once great company.

Customer Care doesn't answer phone have tried for 3 days [protected] this # is no good.
Tried [protected] waited on phone 30 Minutes no answer. Like most companies do you can leave your Phone # and get a call back. got to go have a business to Run.

Purchased a lift chair and still paying on it. Does not work, I have waited two and a half for service. Parts have to be ordered and have to wait another week for parts than schedule them to come back to fix. Was told it was not medical grade and I am screwed. If I had known this I would not have purchased it! I will not buy another piece of junk from Lazy Boy and I will make sure all my friends and family know! You need to either not sell lift chairs or do better service on them or tell people up front if it breaks it will be two months or longer to fix!

I've purchased a few things from you and had a dining table made. Well it took forever to get which is okay. I was told it would arrive at the end of October. Well I didn't hear from them and I called them and was told it's on it's way and will be there by the 31st.
Still nobody called me so I called them and it was there. We scheduled delivery for Monday November 19th. I was told someone would call me to give me a time frame but again I didn't receive a call, text or email.
I had an emergency this morning and had to leave.
The delivery guy called me and I told him I'm going to have to reschedule.
Then the dispatcher called me and told me they can't reschedule and they're so busy tomorrow won't be good and I need to call the store. Then she went off on me saying I got a text from them on Sunday. No I didn't and I was waiting all day to hear from you.
So I called the store and the manager is working with me. She's emailed the delivery service and they haven't gotten back to her yet. I was told it's going to go back to Chicago then I can schedule delivery again. This is so ridiculous and costs your company more money and it's more work.
Total craziness.
Please make sure this can be delivered to me this week.

Thank you,

Lori Wyman

[protected]

[protected]@icloud.com

our home had 3 lazy boy recliners when i purchased the 4th. ive been led to believe that you get what you pay for, however in less than 2 months! my $1400 recliner began to creak very loudly. i thought i had purchased the service agreement, only to find out that i only purchased for the leather to be covered ($100, along with the factory 5 years on parts). they told me that there's another $100 "transportation fee " ( less than 5 miles) to come look at it. i'm disappointed and will likely refuse to buy another, and will share my experience with anyone looking for anything from lazy boy if this continues to be handled so callus with a product having an issue after only 2 months.

I am enclosing a letter I sent to Mr. Darrow, the CEO of Lazy Boy. I received no response. The letter will explain my experience, disappointment, and frustration with this transaction. I still have not received my coffee table. This is the third! The first two were damaged as was the sofa.

Susan Dym
212 Kenmont Drive
Holly Springs, NC 27540
[protected]@hotmail.com
[protected]
Case #495201
October 24, 2019

Kurt L. Darrow, President and CEO
La-Z-Boy Corporation
1 La-Z-Boy Drive
Monroe, MI 48162

Dear Mr. Darrow,

I was a loyal La-Z-Boy customer for many years because I valued the outstanding quality of the furniture and excellent service. Sadly, and regrettably, times have changed, and I have had the ongoing and worst experience with this company since July 6, 2020, when I bought a sofa, loveseat, and lift top coffee table from your Cary, NC, store. The items were finally delivered on August 24th, and after the long wait, the sofa was delivered stained, and the coffee table, when opened, sounded like Dracula emerging from a crypt. The table was returned, and a technician eventually came to work on the sofa. First, he tried water, then used a large lint remover to no avail. Next came 409 which didn't work either. After several phone calls it was decided I would receive a new sofa which required more waiting, more phone calls, and another delivery. Mistakes happen, so I waited once again, and waited…and waited…which brings me to October. I assumed, by then, everything should have been delivered. So I called the service number and learned, to my chagrin, the order for the table was never placed. It seems the invoice stated the table was still at my house. I asked them to please get this resolved. I called to follow up, and again received the same message…the table was still at my house. It took several attempts to get this resolved. The table and sofa finally arrived on October 19th. The delivery person opened the table, and I was delighted it closed smoothly. The sofa appeared to be fine as well. He left, I opened the table to clean it, and there it was…a crack in the support block. I also saw a mark in the finish that resembled spilled nail polish remover. I immediately called service and asked them to have the delivery people return, because the driver, in conversation, mentioned they had another stop about ten minutes from my home. Service called them and said they would be back to remove the table. After waiting two hours and missing my grandson's football game, I called service again. The person I spoke to said the driver was not able to return. Did anyone have the decency to apprise me of this? So went another day and more time and phone calls. However, the best is yet to come. I called service to ensure table number three was ordered. I went through the entire story yet again. I spoke to a man named Kevin and asked if I needed to take pictures. I did, but the pictures were too large. I sent others. I called the next day and spoke to a woman named Jennifer. I once again retold the story and explained the first pictures were not good, and no one emailed about the second set. She decided they would have to send someone to my home to take them. Another day? More time, more hours on the phone? I was angry, and justifiably so. Yes, I raised my voice because she kept making the conversation more inflammatory with her inane proposal. However, there were no expletives directed at her. Instead of handing the phone to someone more knowledgeable and skilled with customer relations (which I suggested) she yelled and hung up on me. I called Emily, a Tier 2 representative, the next day. Once again, I explained prior events and then recounted Jennifer's inappropriate behavior and how this compounded my aggravation and frustration. She listened respectfully and said she would work on the order, as did Lonnie, from the Cary store, whom I also spoke to. Emily told me if table three has problems, I can put in a refund request. Does that appease me? How could it when I have spent countless hours and energy on something which should have been a pleasurable experience? To come out of it with nothing is not the answer I want, but I also do not want more stress. Therefore, I will end this where I began: La-Z-Boy is not the company it was. The left hand does not know what the right is doing. There is no quality control and the price of the furniture does not equate with the quality. Hanging up on a patron is unacceptable under any circumstance, and more training is definitely required. I am exhausted and disgusted from this process, and I will postpone further action awaiting your response. Going to social media is certainly not my first choice, but at this point, my feeling is: Consumer Beware!

Thank you for taking the time to read and assess my concerns.

Sincerely,

Susan Dym, as was the sofa. Thank you. Susan Dym