La-Z-Boy
Reviews and Complaints

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

On April 4th, 2018 placed my order for rug, coffee table, wall hanging, console and rug.
I was advised at the time delivery for items would be 6 to 8 weeks, which was agreeable and made the requested deposit. On June 7th, I was advised by the design consultant (Carrie Whalen) the ETA for the rug would be June 30th.
On July 6th, I was advised the ETA was changed to July 12th, however all the other pieces were in and I should make final payment in order that La-Z-boy could schedule home delivery.
On July 13th, sent an email to Carrie for verification the rug arrived on July 12th, in order that I could make final payment and schedule home delivery. Carrie replied back stating she would check with purchasing.
July 17th at 5:50, I received the following email:

"Hi Carrie ..
not great news, these rugs are back ordered and not coming until Sept !
Eta now is sept 10th
😞
Thank you"
I don't think you want to wait that long for your room to be finished. We can deliver everything else and make special arrangements for the rug when it gets in or if you'd like to have Serena help do a reselect that's not a problem either.
My opinion is this rug is so attractive it's worth the wait.
Let me know and i'll do my best to accommodate.
Thanks
Carrie Whalen | Design Sales Consultant
La-Z-Boy Furniture Galleries Barrie
p. 705.735.3337 x 1519"

These items were all ordered together and I expected delivery for all items at the same time. The point of the matter, I was given an estimated time frame for delivery by La-Z-boy and it has been exceeded(many times). Why should I wait a further 8 weeks and then possibly be faced with another delay. La-Z-boy has not been able to fulfil the ENTIRE order and meet their commitment, therefore I have no faith or trust they will meet any future commitments.
Very disappointed with La-Z-boy Barrie store and the entire La-Z-boy personnel who handled this situation. I am extremely upset and disappointed at the quality of customer service l received. I expect a full refund of my April 4th deposit and I will take my business to a furniture store, who appreciates their customers.
Regards,

Absolute worst customer service I have ever experienced! Michele Mauldin the customer service manager in Dallas was by far the worst person I have ever dealt with. Our couch we waited 10 weeks for came badly damaged. They did nothing at all to ease the stress associated with that - when asked if it would be another 10 weeks Michele snidely replied "might be." When I asked if I could get a loaner couch she replied "You want a used couch?". Ultimately I got the damaged couch in the mean time and nothing else.

What was supposed to only be a damaged chaise ended up being a couch that was stapled in the front, missing an attachment, and had a random metal piece sticking out of the front. Not to mention the plastic attachments barely hold the sectional together. I wanted the couch picked up and refunded. The pickup was scheduled and I sat around waiting for 3 hours when they no showed on me. I called the store to get details and the number that had called me the night before. No answer. I then call the Austin TX store and the driver tried to pull a fast one - using the photo he had taken of my place during the first delivery. I know this because the Austin manager said the driver typically provides a call log showing the outgoing calls and he did not in this case. I have a call log showing my calls out to this no show driver as well as the stores and customer service trying to get info.

They told me they couldn't pick my couch up for over 2 weeks which means my $3K refund would not be processed until then and we were about to be leaving on vacation. Michele gave me a call as I had left her a message over the weekend after they no showed. She was so incredibly rude treating me like I was in the wrong saying they had photos of my house - when I said they didn't send the call log - she snapped at me saying they never do that. I said well yes the Austin manager told me they do and she again told me I was wrong and hung up on me. All I want is for my couch to be picked up, refunded, and never have to work with this company again! With all the competing furniture business these days that pride themselves on customer service - Lazy Boy should be very concerned.

I have a fairly new lazyboy recliner I am not able to sit in comfortably. I purchased it last year because the one I had from 2000 needed to be replaced. I was very happy with the old one. When the chair was delivered, I told the delivery guy it was crooked and not right. He said call service and they would take care of it. I called and the gentleman that came out did not see anything wrong. He did not sit in it or measure any of the differences in heights. After about a month or so, I started getting pain in my left groin. Every night, I got out of the chair before bed stiff, not rested. Groin pain the next day.
Not thinking the pain was connected to the chair, we went to the store to purchase a couch.. When the couch was delivered I made a comment about the chair being lopsided. Lower on the right side in the seat and footrest. Delivery guy told me to call customer service. I did and they told me the chair was under the 1st year warranty. When the service man came out, I got many stares and blank looks for my complaints. This service guy took the seat apart a placed a 1/2 inch piece of foam on the right side of the seat only. Still no change in groin pain.
Now I do not sit in the $1200 chair!, and I have no groin pain.
So I called a manager in the customer service department. I had to leave a message because he was not in that monday. I waited 9 days for a response and no call back. I called and was told two service men had been out and nothing was wrong, warranty was expired, service could come out for the cost of a service call. So now with no groin pain since I have been out of the chair for three weeks what do I do?
So frustrated with the service department.
The chair seems to have been dropped and is out of alignment. Pictures show some scratches on the metal works also.

We ordered James Sectional on early May in our local La-Z-Boy store, preparing for some guests arriving early June, assuming 4-weeks delivery time that is advertised on their website. However, the clerk told us the product will be delivered around early July. That was already disappointing. Called recently and was told delivery time now is changed to early August. How can a brand name company not keep their promise on product delivery time?

Purchased 2 sofas May 6, 2018. Did not verify address and attempted to deliver to wrong address. Asked to keep information on a $900 rug for future purchase. Salesperson Matt Nevarez did not keep the information or try to find the rug for me. The manager was Jeri who was going to refund the $200 delivery fee. I had to call after receiving my bill as the credit was never applied. When I asked Matt he assured me he would take care of it June 23 when he worked with Jeri again. I had to call and complain June 25 at 5 pm when 2 additional days went by and no response. I used to shop often at Lay Z Boy but after my experience will not return and will make sure no one I know uses this company in the future.