La-Z-Boy
Reviews and Complaints

The leather recliner we purchased from Grand Furniture has peeling leather less than 2 years after purchasing it. We are very disappointed. We have been la-z-boy customers for many years and have had great experience with la-z-boy furniture in the past. The Grand store manager told me to try to hide the peel with shoe polish. She told me La-Z-Boy furniture quality has declined recently. Of course I was not told this when I purchased the recliner 2 years ago.

We purchased this product from your Algonquin store, Illinois on 04/08/21 and we received late delivery by August of 2021. We called the service # printed on

your sales slip several times the last 3 weeks. We even sent an e-mail yesterday to comfort-care without any response. I spent 3 hours on Tuesday, Nov. 15th

on the toll free # without somebody picking up. I even called the sales manager

of La-Z-Boy, Wendy Strauss and again no reply. With today's technology you don't even have a voice mail suggesting to leave your phone number so we can

call you back in the order as the call was received. The foot step is broken and not working anymore. The reason we purchased the product from La-z-boy is related to your otherwise excellent reputation for quality & service.

I cannot reach customer service at all. Nobody picks up the phone. My electric recliner has broken and I purchased it just this past July. I've called the store where I purchased it and they too said they had problems reaching customer service and I should try texting them, which I did. That too did not work. Nobody is helping out.

Please call me on my home phone and leave a voice mail if I'm not there to pick up the phone. My name is Carolyn Hemmerle and my home phone is [protected].

Our family purchased a leather sofa, loveseat and chair from your store in Gurnee, IL. The quality is a disgrace. La-Z-Boy has an incredible reputation for quality products. However, you missed in this case. We had their rep from Tri-County come to our home on Oct 6th to inspect and submit a report to La-Z-Boy. He agreed with our assessment.

I purchased a Lazyboy chair at the Lazyboy furniture store at 2301 York Road,

Timonium, MD 21093, on 9/2019.

I paid about $700 for it on sale. It was difficult for me or my husband to lift the leg rest or the head rest. The one I tried in the store was very easy for me to operate. I was told it would loosen up after awhile but it never did so I called the store and asked them to send someone out to adjust the chair to make it easier for us to operate. However it was not any better.

So after a few years, due to the pandemic, and some serious illnesses in my family, I decided to contact the Lazyboy Corporation because I had a LAzyboy chair that did not due what it is supposed to do, and is basically just a nice chair. Again a repairman was sent out to fix my chair. I had high hopes that he could make it easier for me to operate. But no luck. Although he said he adjusted it to the loosest level, it was no better. I sat in the chair and again was unable to lift the leg rest or the lower the head rest.

I honestly believe this chair is defective! I had a Lazy boy sofa and a Lazyboy

chair for over 30 years and they still work great.

Please replace this chair. It is a "Lemon!"

Thank you,

Shirley Carl

513 Brook Road

Towson, MD 21286

[protected]

10/22 ticket #[protected]

Issue Pleats at each corner of seat cushions top and bottom

Troubleshooter recommends new casings with technician to install covers

Comfort Care denied correction stating their pictures describe pleats at each corner because of fabric selection but are nor sure if salespeople know this .

The fabric selection had no disclaimers as to how the cushions would be upholstered .Given any picture on-line or at store samples all have smooth edges not pleats as a consumer I feel duped

Recommend compromise with your upholstery staff redoing the cushions with existing fabric and sew rounded edges not pleats.

Without this correction the sets will prematurely fray due to the raised pleats

On 20 June 2022, customer service was provided photos of subject parts and was asked if the parts shipped to the customer were superseding the original parts for the subject chair. (i.e. the replacement parts does not have the tensioning mechanism while the original part does have a tensioning mechanism.)

As of 30 October 2022, the basic question has never answered.

Intermittently by the consumer, LaZBoy's customer service has been contacted which resulted in no response (purportedly from their parts department).

The consuer did received a lot of 'lip service/autospeak' but no actual action.

In early April, 2022 I started working with two people at Lazy Boy in Pineville, NC to furnish my dream retirement apartment in an independent living facility. I am 81 and this is the last time I will do this. I wanted a sofa and 2 recliners in the living room. They explained that they couldn't get it to fit so they put a recliner in the couch. I said fine because my daughter bought one here a couple of years ago and I assumed that it would be similar. I waited six months for delivery of $13,000 worth of furniture, only to discover the recliner in the sofa does not fit me. I have never seen a recliner footrest like the one in this sofa. I am short. It flops and the back of it hits me in the back of the leg. I never sat in the recliner before delivery. I assumed since they worked with me for weeks designing this room that the recliner would be ok. My mistake. The manager refuses to work with me on replacing it with something appropriate for my size. I have always respected Lazy Boy and have purchased furniture there before. I am sure there would be no problem reselling the sofa off the floor as the delivery time is so long for orders. Your advertisements stress getting the right fit for your sofa and chairs. I can't imagine paying this much for furniture and not being able to sit in it because it is so uncomfortable. At this point I am ready to return the entire purchase and start over somewhere else.

Originally told chairs would be ready by end of September or early October. Still no chairs ! No one can give me an answer to why chairs are being delayed.

Extremely frustrating not being able to get response from phone calls to area store. In the last 4 weeks I’ve called at least 6 or more times, left messages with no return calls. Actually went in to store and was given run around. Again with no answer.

Scheduled move to another state on 10/22. Move was delayed due to construction issues. Moving date now scheduled for 10/28. No chairs! Please help!

After waiting almost six months for our two recliners and only using them for six months, we noticed that on one of chairs the material was coming off the front of the arm. We called LazBoy in March and they requested that we email them pictures and list of repairs that needed to be done. We went over both chairs thoroughly and the one was fine but, the one with the material coming off the arm had some additional problems. We emailed a list of items along with pictures to them at the beginning of April. After a few emails a service person was finally sent out on 5/21. This service person did not come to repair the chair but came out to take pictures of what needed to be done (I guess they didn't trust our pictures). So after that we didn't hear anything and got back in touch with them and a repair person finally came out on 8/16. Yes, August after requesting help in April! When he arrived he didn't have everything he needed to do the repairs but said he would let them know. We again didn't hear anything and called them back on 8/23 and they said they would be sending the right parts to us and that the repair person would be contacting us shortly. A week later and we have to call again because we hadn't heard anything. So on 8/29 we tell them we have had enough and we want a refund and come get the chair. The service person convinces us to give them another change to make it right and they starting sending us replacements parts. Today is 10/24 and the chair is still damaged and we have not heard from them. I just got off the phone with Michelle (she said she is at corporate) and told her we have had enough and we would like them to come pick up this chair and issue us a full refund. She explained that is not how they work, that they only do repairs and we would have to go back to the store to try and get a refund. The operative work being "TRY" and get a refund. This has got to be one of the most consumer unfriendly companies out there. I would tell anyone who is thinking of purchasing from LazBoy to RUN IN THE OTHER DIRECTION and DON'T WASTE YOUR HARD EARNED MONEY ON POOR QUALITY, AND POOR SERVICE!

I bought a couch that had stains on it from the shipping company a year later still there. I also paid extra for tempur pedic cushions that are supposed to be stiffer than the normal cushions the ones in the showroom all had the same stiffness all my cushions have different compression rates one is firm and one is soft or end cut and when you sit next to someone on a separate cushion you are 6 inches below them there is no standard rate of compression to these and try to get ahold of someone at lazy boy is impossible you can leave a number and they still don't call you back so much for not losing your place in line I called once and was told everyone was on lunch ( really at a call center ) than called back and was told everyone was in training Really !

I purchased a power recliner from lazy boy in approximately March of 2021. Received the sofa in September 2021. Reported to Lazy Boy (about November) that the color was mismatched like there were two different dye lots used. After submitting my warranty request to the store (who said lazy boy did not warranty dye lots?) I then submitted my warranty request to Lazyboy. After hearing nothing for weeks, I called to follow up, they apologized and "pushed it up". After two more similiar calls, I finally received a decision that it was not covered since we had it in the sun.? What? There is NO direct sunlight in our living room. It is a white sofa? I called and clarified that it was not in the sun and they simply said their decision was final. My case number was LZB 677096. We spent over $2000 on this sofa. No one ever even came out to look at it.

I purchased a Lazboy recliner on May 19, 2022. I received the recliner on

October 4, 2022. The salesgirl was not very helpful, and I only knew that I wanted a recliner. When it arrived, it was a rocker with no back lift. I am

86 years old and cannot get out of the recliner.

I called the salesgirl and explained my dilemna and she replied "I am not a

mind reader!" I tried to call corporate and there was no answer after being on hold for hours! Customer service was the same.

We also had this exact experience. Well almost exact...our $2000 recliner started flaking after 30 days. It sits next to a leather (real leather) sectional that cost the same (from a mom and pop store) and which has no imperfections after 4 years and 2 moves. They offered no explanation as to why only their product is falling apart.

Warranty would not cover, they claimed not a manufacturing defect but offered no explanation as to why other leather and cherry (actual wood) furniture in the same room in our home did not show the same signes of "misuse".

And as far as this being "real" leather, that's an outright lie. The "color" (their term) that flaked off was about the thickness of sheer band-aid elastic. You could rip it with your fingers with no effort.

Both the product and the company are garbage.

I was a return customer but never again.

Original review: Sept. 16, 2022

BUYER BEWARE! I always had a high opinion of LA-Z-BOY. I was under impression that they were a reputable company. NOT ANYMORE! I purchased a double reclining sofa and two recliners in March of 2020. We were told they were leather. They are obviously not leather as the finish has started flaking off after only a year and a half. We specifically asked if this was real leather and the salesman assured us that it was. Leather will not flake. I reported the problem to the warranty department and they told me that the warranty is only good for 1 year so I am SOL. I would think that after spending as much as I did on this furniture it should last a LOT longer than a year and a half. LA-Z-BOY does not stand by their products and falsely states that their leather furniture is genuine leather when it ABSOLUTELY IS NOT."

They only remedy they offered was to have one of their technicians come out and look at them for a service call charge of $175! And there was no guarantee that they would do anything since it is not under warranty... We paid almost $1,000 apiece for two of the "leather" recliners. This is SO DISAPPOINTING and we will never be buying from them again.

We had the very same experience as these purchasers:

"Original review: Sept. 16, 2022

BUYER BEWARE! I always had a high opinion of LA-Z-BOY. I was under impression that they were a reputable company. NOT ANYMORE! I purchased a double reclining sofa and two recliners in March of 2020. We were told they were leather. They are obviously not leather as the finish has started flaking off after only a year and a half. We specifically asked if this was real leather and the salesman assured us that it was. Leather will not flake. I reported the problem to the warranty department and they told me that the warranty is only good for 1 year so I am SOL. I would think that after spending as much as I did on this furniture it should last a LOT longer than a year and a half. LA-Z-BOY does not stand by their products and falsely states that their leather furniture is genuine leather when it ABSOLUTELY IS NOT."

They only remedy they offered was to have one of their technicians come out and look at them for a service call charge of $175! And there was no guarantee that they would do anything since it is not under warranty... We paid almost $1,000 apiece for two of the "leather" recliners. This is SO DISAPPOINTING and we will never be buying from them again.

We had this sofa delivered on the 24th of June, first there was a motor not working for the left side of the sofa, problem was fixed. Now there is something bulging out on the back of the sofa and since my sofa is not against a wall it’s very visible. Not sure why this but am sure it shouldn’t be.

Sofa was ordered on Dec. 9 2021 at Barrie Ontario store , delivered on June 24 2022.

Sales bill number871019 . Product sku #200407.

Purchased 5/9/2022 order # 7-81138

Delivered 8/9/2022

Called with my dissatisfaction 8/26/2022

Repair came 9/9/2022 and I was told that Lazy boy will contact me in a few days

Today is 9/24/2022 and no one has contacted me.

I've sent numerous emails and tried all phone #'s that are on the web sites and NO ANSWER!

VERY DISSAPOINTED AT THIS COMPANY.

I would like for someone to contact me all my info is on that ticket #

In August of 2021 I purchased a 4,873.00 couch and love seat at Evans Furniture.

Over a year later and it is still not here. They told me 6-9 months. Can I get my money back?

First I was told it would be here in June, then July, then August and now October. There has to be a point when enough is enough! My friends think I got scammed and will never get my furniture.

My husband had suffered a stroke leaving him paralyzed on one side. He needed a power lift recliner to enable his transfers. we purchased this chair in 2/2022 & were fortunate enough to get it within 4 weeks. He LOVES this chair! Unfortunately, in July, it quit working while it was reclined & he had been stranded in it until our daughter could come help him get out. I called for service, had explained the situation, we were told it would be almost 4 weeks before a service person could come out! I was told we could be put on a cancellation list for a sooner appointment. I did say this was more of an imminent medical necessity as it is the only chair that can withhold his weight throughout all his transfers to his wheelchair & back. When the service person came, at the end of August, we were told a part needed to be ordered- should take 2 weeks. It is now mid-September, I called to speak to a service representative 3 times, and had been on hold 3 different times, & the last time I was on hold for over 55 minutes! Still no real person answered the phone! I had to text my issue! This is unacceptable! My husband has been using my lightweight off brand lift chair which cannot withstand his weight or continual usage & is about to break, therefore leaving me without a chair, and soon him with no functional chair. We have to wait until the end of September before it gets his repaired! I am very disappointed with the lack of diligence or acknowledgment of our situation & its necessity. We are so very disappointed with the quality of personal interaction, and tardiness of repair, we thought he would get more than 5 months use out of the chair