La-Z-Boy
Reviews and Complaints

I purchased a Canadian Tire Lazy Boy brand patio set in May 2012. I paid around $1000 for the set which included 4 x La-Z-Boy Aberdeen Collection chairs, a round table, umbrella and stand. The product is carried exclusively by Canadian Tire in Canada and it is suppose to come with a 5 year warranty. Last month a bolt on one of the chairs failed making the chair unuseable. I unfortuately lost the receipt. I went to the Canadian Tire store where I bought it at St. Clair and Keele St. in Toronto and asked the manager if they could help me. They absolutely refused to do anything for me because I could not produce the receipt. Even though the warranty is suppose to be good for any Canadian Tire Store and it is an exclusive Canadian Tire product offering. I was very frustrated with their customer service which I found was very arrogant and very short sighted. I will never spend my hard earned money at that company again.

I ordered a patio set from Sears.com on Feb 17. After several days I was told that Sears was canceling my order because they could not get the item from the manufacture. I was then told it would take 7-10 days to refund my money. I was very upset. I spoke with Detra at the main office in Chicago. She informed me that they could get it but it would be back ordered. I was fine with waiting for the back order. Ironically part of my order was delivered on Feb 22. The ottomans were not delivered. I then called to find out the status. I was told that I would need to "order something else" because Sears would not be able to get the ottomans. I told them I didn't want something else since it was part of a set. Needless to say after many calls and hours of frustration, I still do not have the ottomans. I was told that they would have them in stock on March 8. By the way, this entire time, Sears is still selling the items online with specified delivery dates. Isn't it illegal to sell items that you do not have? I have complained on the Sears facebook page. I have called left several messages for my case manager. I have talked to several people with no resolution. I think Sears needs to be investigated for fraudulent practices. Very Unhappy Customer!

I purchased a sectional from lazy a few years ago thinking it was well built. After we had family holidays I noticed an indentation
on the front of the sectional, which cost almost 4000.00, so I called to see if Lazy boy would repair it. I took photos and emailed to the repair center. They told me they could tell someone had been rough housing and I would have to pay for repairs, so I declined.

My fiance' turned over the loveseat to see what we needed to make the repair and WOW we dicovered a cheap piece of card board cover with fabric was used for the front on the sectional? I was totally shocked. Very disappointed!

When purchasing a sectional, picked out fabric, the salesperson then inputted this into computer. He then had me sign the paper work which I did. When I received the sectional it was in two different fabrics, when I called was told you signed the papers. BBB got the same answer. Did not know that it was ordered in two different fabrics because paperwork is all numbers. Lazy Boy refused to work something out and only the customer service person would take my calls, the manager of store seems to either not be in or unavailable.

Purchased two Lazy Boy recliners early 2012...two months after purchase one of the recliners had to be replaced, the back left side of chair looks like a wing flapping, and the foot rest broke. September my recliner started to come apart on the left side of my chair and the stitching was coming apart on the seat cushion...I contacted the store & Lazy Boy customer service which told me that I had to deal with the store purchased from...because it was not a Lazy Boy store. That is all well and good except the store pick up persons & the factory representative agreed with the store people that, I SAT IN THE CHAIR WRONG...BECAUSE I HAD A BASKET TO MY LEFT SIDE OF THE CHAIR AND I LEANED OVER TOO OFTEN...THAT WAS WHY MY CHAIR WING BROKE. I explained to them about my husbands first chair and that he never leaned over to the left...no response. My husbands second chair has started to break once again...the inside nut and bolt broke...WAS PLASTIC...he replaced with a real metal nut and bolt and works...a little loud and his foot rest has bent down on the right side, plus the back upholstery is going flat. For $950 a chair not happy. Have had Lazy Boy in the past that have lasted over 12 years...the quality of Lazy Boy has gone down hill...using plastic parts...not a good idea! What has happened to the good quality of the past in Lazy Boy products...especially since they are made in America )-:>

I bought a recliner 12 months ago and have had nothing but trouble with it sagging, the filling is very poor, customer service is hopeless unless you like to talk to an answering machine.
The ten year warranty only covers the frame nothing else.
After a year battling with this company I gave up, $800 down the drain for one chair.
ABSOLUTLY NO COSTEMER SERVICE
Thanks lazy-boy, you are well named lazy and boy are you corrupt.
SHAME ON YOUR COMPANY
Avoid this company, they only sell junk.
MAC

I purchased a sofa, recliner, coffee table and two end tables from LA-Z-Boy in early June 2012 and it was delivered the weekend on 6/30/12. The coffee table was one that one side opened. The board inside the table that the hinge was connected to was broken which allowed the part of the table that opened to move more than it should thus scratching the other part of the table. One of the end tables was scratched also.

We called and they agreed to replace the tables although it took 3 weeks to get the replacements delivered. My main complaint is on the sofa. Each end of the sofa reclines. On the 4th day of having the table in the house, a lady of small stature reclined back in the sofa and the board that the recliner hinges were attached to broke. I immediately called the store of purchase informing this of this incident also. They said they would contact customer service. On 7/18, after not hearing from customer service for 2 weeks, I called them again. They said they had not heard about the initial call and said they only had a 2 day return policy on their product.

Today (7/24), they sent out a service tech who confirmed the sofa was broken and he said he would inform customer service of his finding. At 4 this afternoon, Angel from customer service called and said they could not replace the sofa but would pick the sofa up from me on Saturday to “fix” it. She indicated they would have the sofa for a week and not provide me with anything to sit on in the meantime. She also indicated to me that they could not work with me on a pick-up time but that I was at their mercy as to when the delivery crew would be by to get it. I told her that I had never dealt with a company with such lousy, poorly constructed product in my life with the absolute worst customer service of anyone I’d ever seen. As I told her, I hope everyone has a chance to read this and never, ever steps foot in a LA-Z-Boy store to purchase anything again. I certainly won’t.

This is regarding 2 Lazy-Boy recliners. Back in January I bought 2 matching recliners. These happened to be number 5&6 chairs. Four years ago I hurt my back really bad and could only sleep in my Lazy-Boy. We couldn't go on any trips without taking a chair. That's how we decided to buy two more and keep one on our older ones to take with us. Through the years I have told everyone if you want the best sitting chair get a Lazy-Boy. This was true until I bought these.

Here's my story. I had bought these chairs in January of this year, the furniture store had to order them as they did not have the color I wanted. I waited for 7 weeks and they delivered them. As they sat the first one down in the garage to get the second one I noticed the material was loose. I told the delivery guys this and they said the lady before me they had just delivered hers, she made the same comment. After sitting in the chair for just an hour or so when I got up the fabric was wrinkled, not just a little but really bad. Since it was after closing hours for the furniture store I waited til the next day. They called Lazy-Boy and wanted the man that fixes problems to come out and see what he needs to do. When he saw this he said I used to be able to fix this but they make these different now. So they ordered another seat for both chairs. Well they both did the same thing again. I had explained to both Lazy-Boy & the man at the furniture store, they are not sewing the fabric tight enough, It's loose. Lazy-Boy sent the same seats out again, this is the second time. These wrinkled worse than the others. They did not fix the problem they just kept sending the same problem. This told me they were not listening. All while this was going on I had a very nice representative helping me. She and the man at the furniture store both agreed I should get 2 more chairs made out of different fabric.

As of two hours ago the Lazy- Boy specialist said I will have to smooth out the chairs everytime I get out of them for as long as I have them. So they know it's a problem and won't fix it or do anything to to resolve this.

I have been so upset for the last 6 months, I trusted this company and was a loyal customer and loved the chair and fabric. I have been a loyal customer for the past 30 years. They now don't care about fixing it, and I have spent a $1000.00 from a manufacture who is not going to do the right thing. All I want is not to have something that looks terrible every time I get out of the chair. They knew this was happening and didn't even tell the furniture stores so they could tell their customers. This is a true story written from a dis hearted lady.

Sat 5/26 A week ago i called about a chair (under warranty) that needed to be repaired. They made an appointment for today and yesterday i received a message saying they would be at my home between 7-9 am. The "repair" person came at 7 and this is what happened. He turned the chair over, said the problem was a broken part but that he had "used the last one he had yesterday, so he would have to the warehouse (this address) call me this coming week to schedule another appointment." I can NOT believe this and am fuming. When i asked him why he hadn't stocked his vehicle he said he "forgot." hUH?!?!?! I was clear (and clearly angry) and told him this was unacceptable. He sat where he was (at the back of my chair) and typed comments into his electronic gadget for about 2-3 mins without saying a word. He stood up and said i should here from them on Tues. I asked him if he heard me say i was angry and it was unacceptable and he said yes and he noted that in his report. I asked about talking to a manager and he said no one is available today. I asked him to get the part and come out later today or have someone else come out later today with the part and he said there was no one else! When i asked he said: there is no way he could get into the warehouse to get the part and no one he could talk to. And, no one i could talk to!

pat d

During the summer of 2008 I purchased a La-Z-Boy sofa and love seat from Senate Furniture, Soquel, California. One and one- half years later, the fabric on the cushions began to shred. One year later the fabric on the pillows was also shredding. Their product warranty is for 12 months. I contacted Senate who told me they could do nothing about this – out of the warranty period. I contacted a local TV consumer complaint department and they contacted the company and were told nothing could be done – out of warranty. I purchased additional fabric to recover the cushions and this has been a waste of money.

I have owned other La-Z-Boy sofas and NEVER had this problem. All of had the same type of use and been replaced after 16 – 18 years of use with not damage to the fabric. I’ve spent more than $3000 for the sofa and love seat – an amount I believe is a waste of money.

Defective fabric, lose of money, no attempt from La-Z-Boy to provide customer service to “fix” this problem – I will not purchase another of their products and encourage other potential customers to do the same.

My husband and I purchased a complete living room and dining room set from Lazy Boy Furniture Gallery. We also ordered a Sofa Bed for the Den. Lazy Boy has comfortable, well built furniture, their sales personnel are competent, helpful and appear to be knowledgable about the products they sell. Until now, we have never been dissatisfied with their products or services. The reason for this complaint is because the Sofa Bed we purchased was misrepresented and incorrectly advertised. It was listed as a Twin Sleeper Sofa Bed, sold to us as a Twin Sleeper Sofa Bed and our Sales Representative assured us that it was a twin sofa bed. Unfortunately this Twin Sleeper Sofa Bed is in actual fact a "COT".

Mattress dimensions"

1. Twin size mattresses are 39 inches wide by 75 inches long

2. Single size mattresses are 36 inches wide by 75 inches long

3. Cot size mattresses are 28 1/2 inches wide by 72 inches long

We do not live in Arizona year around and had just purchased a new home. The Lazy Boy Sales Representative that assisted us in outfitting our new home was extremely helpful but it appears that his knowledge of this piece of furniture was incorrect. We had made arrangements to have the furniture delivered when we returned to Arizona. The furniture was delivered on schedule, set up by the delivery personnel and looked great. We had to leave for home a few days later and did not open the Sofa Bed to inspect the mattress size. We returned three months later. At this time we needed to use the Sofa Bed for a guest. When we opened the Sofa Bed we discovered that it had a cot size mattress not a twin size mattress. We phoned the Lazy Boy Store the next day and explained that the Sofa Bed mattress was the wrong size. We were told that because it was three months later they could not do anything for us. We paid a lot of money for a piece of furniture that is not adequate for our needs. The cot fits a child not an adult. Besides the mattress being the wrong size I have also encountered another problem. I have searched numerous retail stores, in Canada and Arizona, that sell bedding and have been unable to find any stores that sell bedding for cots.

I have gone to numerous Lazy Boy Furniture stores in Canada and Arizona and explained what happened to us. I was told by one Sales Person that this is the information they are given for the size of the Twin Sleeper Sofa Beds and this is the information they give to their customers. This has been a very frustrating experience for us and I would like to warn other consumers that "BUYER BEWARE" is something we all have to take heed to. Putting your faith in the accuracy of Advertised products or the information your Sales Representatives give you can be a costly and frustrating experience.

We purchased two lazy boy recliners about a year and a half ago at Hobson Furniture in Festus MO. We have recently moved to Galveston TX and so can’t go back to the furniture store to complain. We had another pair of these recliners and they lasted for years with the exception of the springs being replaced a couple days. These chairs have faulty upholstery. These chairs are burgundy in color and the color is fading very badly. I am thinking of using upholstery cleaner on them but am concerned that they will fade even more. I would like to know how to make this complaint to Lazy Boy.

We bought a lazyboy couch and loveseat, and a oversize chair with a ottoman in 2005.In a week after it was delivered, They had to get a contractor, (No they don't do their own repairs)To repair fabric on the front panel that was coming apart.Now the cushions are lumpy, misshaped, faded in color.There is a small rip in one of the cushions.This crap they charge top dollar for doesn't hold up at all. Would never buy again!Seriously.If your gonna spent that kind of money.Go to Ethan Allen or elsewhere But not Lazyboy.

Purchased leather living room furniture in 2009. Purchased the Guardsman Protection plan. The color is literally wiping off the arm of the loveseat. Sent a form to Guardsman, they returned a letter stating it was not covered. Talked to several at the store, after one year the material is not covered! This is not cheap furniture as we paid $5, 000 for the set. I am totally shocked that La Z Boy will not stand behind the qualoity and craftsmanship of the products they sell. They have gotten their last dollar from me. I could have spent half that amount of money at any other furniture store. Now, I am told by La Z Boy I will have to pay for a leather repair person to come to the house and hopefuuly will be able to match and repair the color that is coming off. This is POOR quality when the color of LEATHER just rubs off!

I purchased a La z boy sectional. We were quite disappointed that after just a few months the cushions had become lumpy and just plain uncomfortable. We called the La z boy service and they were quick to inform us we were out of warranty. Okay, so I paid to have the lumpy cushions replaced. The lumpy cushions were replaced with some um-lumpy but just as uncomfortable replacement cushions. I just chalked it up to more good money after bad.
Overall, the whole service experience was very bad. The "technician" left my family room a complete mess. He was going to leave the old cushions laying in my family room until I objected. When I went to sit on the couch I noticed my wife’s hand made quilt stuck down between the cushions. I gave it a little tug and it came loose. It was later discovered the bolts holding the sectional together had snagged this quilt and torn it. La z boy refused to bear any responsibility for the problem, stating it was over 30 days since the service and therefore it wasn't their responsibility.
I found it interesting that La z boy subcontracted the repair to a company who then subcontracted the repair to another company, which probably explains the lack of professionalism in the repair process.
The couch didn't hold up very well, the service was unprofessional, and they refused to be responsible for the damage they caused to my property in the process of doing the repair. These are not the problems of a local La z boy dealer. These are problems which can be traced back to the La z boy corporate attitude. If you buy a La z boy product don't be surprised if at some point you become quite disappointed with your purchase.

I recently purchase a $1, 200.00 La-Z-Boy recliner. When it was delivered, I didn't even think to actually recline the chair to check it over thoroughly. Four days later when my husband was sitting in the reclined position, I noticed the leather was rubbed bare on the back of the arms. I took pictures and headed into the store. I was told it would get taken care of and not to worry. Someone would be calling me in 24 to 48 hours. Someone did, indeed, call me only to tell me that I would have to set up an appointment to have it looked at by their "repair" people. I explained that it was a brand new chair. I didn't need repair. I needed a new chair delivered. "We don't do it that way" was what I was told. "Someone has to come out and inspect the chair". Fine! Have someone come out any evening after 5:00. "Someone will call you in 24 to 48 hours to set up your appointment." After several attempts to get a "real appointment" with them and not a "window of time", I'm set for six (6) weeks down the road!

On top of all that, I was told they may attempt to REPAIR my BRAND NEW chair! You've got to be kidding, La-Z-Boy! I didn't pay top-dollar for a repaired chair! It's not a year old, nor was it a week old! Get serious and read up on CUSTOMER SERVICE!

Paid for Lazy boy furniture and less that 24 hours later went to the store to cancell items for a refund, due to I changed my mind. They refuse to give me a refund! They told me I had to pick something else out, when I picked something else out it was $500 less, then I asked for the remainder as a refund. They refuse to give me a refund! Excuse is I made an exchange! However their terms and conditions state"if you request a refund within 3 days of when you place an order, we will refund what you paid us, unless you already receive your furniture." Well it is now 3 weeks, no refund and no furniture to show. Do NOT buy on a FRIDAY, they say their computer doesn't work on weekends and unable to cancell or make exchanges. Do NOT pay in full either. Once they get your money, they don't want to give it back!

I bought the most expensive three piece furniture set for my family room in my very nice brand new home that me and my husband built and designed together in 2005. In or around 2007, I bought this lazy boy set for my family room replacing very very nice broyhill furniture that I had bought about 10 years ago. That furniture is in our old house on the same acreage we live on, that we gave to my parents due to illness. That furniture is still in what most would consider excellent condition. When we decided to buy reclining leather furniture, we wanted the best furniture for that purpose that we could afford. From the very onset of the delivery of our new expensive, about 7, 000.00 plus dollars! The problems showed up immediately. When they delivered the 3 piece set, I noticed that it had many imperfections, and began my very unsuccessful relationship with LazyBoy to resolve these issues. I also purchased an extended warranty, which of I am not a usual buyer of such types of warranties, as I am a small business owner and know full well how they work. Unfortunately I am not in the furniture business so I do the very best I can to buy Local & American Made! I would like to mention that I have noticed of all the furniture dealers that came and went in the last 11 years in Ocala, specifically, most of them are out of business today, and the same goes for my business which is Heating & Air Conditioning! ALL OF THE RIP-OFF'S AND MORE ARE STILL HERE, PRACTICING THE VERY SAME TYPE OF BUSINESS THAT THEY DID TO ME! I have done my very best to try and talk to anyone including the warranty company, of which I was told was out of business too! I also contacted Lazy Boy headquarters somewhere in the United States so I think. The owner of Lazy Boy is the most rudest in-explainable Business owner I have ever done Business with! That is saying a lot, since my husband and I have been together for 24 years running the same business and have ran it in three states! I have staples sticking out! I have wood that you can reach down and see & feel, it is not even as these are separate pieces making up the love seat and sofa! I will not go on any further at this time. I would like some satisfaction with this purchase and if I do not get it, then let this serve as a BIG WARNING to all buyers BEWARE Lazy Boy & Lazy Boy of Ocala, will only take your money and would like to send you straight to you know where after they get it! Sincerely, Tasia Romani

We spent nearly $900.00 per chair on a Lazyboy recliner sale. The head rests faded after only 8 months. Someone came to assess the situation and stated that the issue was normal wear and tear. Please note that we chose Lazboy because we purchased 2 chairs seven years prior for approx. $565.00 each. The chairs look and work like new. The older chairs are bigger, the leather is better quality and they were obviously less expensive. We were willing to pay more for the recent purchase because we were so impressed with the first two chairs we purchased. I will never buy another Lazyboy piece of furniture again. Shame on Lazyboy. I have noticed that two Lazyboy stores have closed in our area. Nice move ripping off dedicated customers. I hope they are proud of themselves. Keep counting those beans. Another excellent buisness destroyed by corporate greed.

I contacted Laz y boy to order a part for a laz y boy sofa. never mind that there was supposedly a lifetime warranty on this sofa, but I had to pay for the part and the shipping and do the installation myself. However after I placed my order for the part and gave my credit card number i never received it. I made a follow up call and left a message (as instructed) because they were too busy to handle calls. Never got a call back. I called again and got disconnected after a 15 minute wait (I was timing it on my phone) I then got to Holly and was understandably angry by that time. Holly cannot handle an angry customer- I guess thats not what customer service reps are for, and she disconnected me intentionally. Do not buy from Laz y Boy. If its too late and you are already saddled with a broken Laz y boy and you must call customer service, ask for someone else to help you besides Holly. She's passive aggressive.