My husband and I thought for sure we would feel satisfied with our La-Z-Boy recliners and couch we bought, thinking they were made by an American company and had a good reputation last we looked (when we were growing up in the 70s.) We were wrong – and not for the reason you might think. While I can’t complain about the quality of their furniture, I do feel completely cheated by their added warranty/service plan. It’s a total hoax – we paid a total of $375.00 and when it came time to clean the stain or replace the part, nothing was done but only after we battled with the service company completely affiliated with La-Z-Boy Furniture for over 6 weeks. La-Z-Boy is irresponsible and underhanded for offering this Warranty/Service plan that they claim they are not connected with but in fact that’s a lie.
We bought a leather recliner in in 2016 with a "furniture care kit" for $149.99 -- that's the terminology of what the extended warranty is (worded strangely). Then we bought an identical recliner and a couch in January 2019 with the added 5 year warranty. Both salespeople pushed the sale of these warranties very heavily. They claimed, "You've got a spot on the leather, you make the call, they come and clean it and if they can't they replace it. Problem solved." Sounded good but was a bold faced lie. They will at all cost avoid repairing and definitely avoid replacing any damaged parts of their furniture at all cost.
Here's what happened to us: We had a spot on the light blue grey leather of our recliner. We had the warranty information -- no phone number of where to call. I called Lazy Boy and they gave me the number. I called the number and the person who answered told me to send photos. I sent them, they acknowledged them. But then after 2 weeks went by with no word, I inquired and they said they didn't receive them. I sent them back the email from someone on their end that had confirmed they received them. They then didn't respond to that email for 2 more weeks. I called and inquired again. They said send the photos again. I did and they acknowledged that they received them. Then nothing -- so I called and they said they again hadn't received them.
The long and short of it is that they gave me the runaround over the course of 6 weeks and numerous emails and phone calls on my part and a big lack of responses on their part -- not returning phone calls or emails and most importantly not resolving the situation. They made 2 appointments to look at the stain but never showed up. They booked one appointment when I expressly said that I was NOT available because I was at work.
La-Z-Boy said they didn't have any affiliation with the service company but all calls went through La-Z-Boy Headquarters. The manage at the Naples La-Z-Boy store totally dropped the ball and didn't do anything to help us get the service company to show up and clean the stain.
In the end we are living with the stain and we've lost a total of $375.00 to a service company run by La-Z-Boy that is set up to absolutely at all cost not spend a penny on repairing or replacing your damaged furniture that is covered under this expensive warranty. La-Z-Boy is responsible. I will never buy from them again. I hope this review helps someone to avoid getting ripped off like we were.
