La-Z-Boy
Reviews and Complaints

Swing n Splash in Freeport Illinois, the dealer we purchased the spa from, apparently is no longer a dealer but does do some service work. The service has been basically non-existent. Is there another repair authorized tech or healer in our area? Perhaps Sterling IL or Rockford IL?

Spa is two years old. Circulation pump and heater element need replacing.

bought furniture coffee table fell apart in 30 days called said i didn't by extended warranty so had to fight to get that replaced. bought extended warranty on couches casing is poking out had to fight to get it fixed not covered on the extended warrant i went with la z boy cause thought they were honest good company well the laughed all the way to the bank with my money.

We putchased a Lazy Boy sofa 3/26/2022 and have a warrant we called the store where we bought it. They sent out their repair person who had to get new patrs, they were replaced but this didn't correct the sofa titling to one side. Again the store where we bought it were called, they said coropate Lazy Boy was holding up giving us a new one or refund our full payment, instead corporate told the store to send out the repair person for mote pictures. The repai person has worked for Lazy Boy for 22 years and never has been run around circles like this, broken is broken. Tolday 9/6/2022 we still have our broken Lazy Boy and Corporate is still pulling our chain and the store we bought it from. WHAT HAPPENED TO LAZY BOY?

Denise Duardo and Theodore Cader

[protected]@aol.com

We ordered a Greyson recliner on 8/23/22 (our anniversary) and spent over an hour there while Bambi tried to find just the right chair. We did not want to wait 4 months to get one ordered. She said there was a chair in the warehouse with a head tilt, lumbar back and a wireless remote. These are all the same things she said would be a special order so we both wondered if this was a chair that someone had special ordered and did not take for some reason. We figured we would take the chance even though we were looking for a big man chair for my 6'4" husband. The total cost was $2,617.63.

The 1st delivery was scheduled for 8/30 and the young men that cam were pleasant and very cautious and caring of my home. They even commented how beautiful it is. They tried to get the remote to connect but were unable to do and he said he did not want to leave the chair since it was not working. They took great care to remove the chair and said we would get a call by the end of the day. When that call did not come, my husband called the store and they told us the chair was fixed and we would be called that next morning for a delivery time. That call never came so I contacted the store and talked with the store manager Gabby who said she would check on it and call me back. That call never came but instead we received an email that the chair would be delivered between noon and 3 on the 3rd of Sept. The delivery came about 3:15 today and here is what happened.

When they first came up with the chair I told them that the guys last week turned the top part towards the dining room and swung it around. He did not care what I said and instead had the shorter guy in the front where he could not see and because of the way they were carrying it, it was tilting towards a cabinet filled with glass items. I said wait, wait,wait…there is glass behind you. I did not yell but said it in an urgent manner. He said don’t yell at me. I said well there goes the tip I had for you. You are not going to disrespect me in my own home. He started to yell at me and said he is 45 years old and does not need my money. He has his own money and his own house. Then before he hooks up the chair he leaves the other boy to set it up to go call his manager. Because he was so angry when he pulled the covers off the chair and threw them on the floor, the remote went with them so once the other kid could not find the remote he had to go back outside and once again the crazy boy came back in and found it in the covers. As he was using the remote the chair squeaked really loud, not just from a motor but the leather unlike I have ever heard on another leather chair. Our entire living room is decorated with all real leather furniture that reclines. I told him I was not going to accept delivery because I feel the chair is defective. He got on the phone again at which time I pulled the chair to the front door and he started taking a video of me while he was calling his supervisor and saying she’s dragging the chair. I got my phone and started taking a video myself. He went and picked up the remote, said bye and proceeded to pick up the chair himself after he opened the door. When it didn’t fit right away, he thought nothing of hitting the door frame to get it out. By then the other boy came and helped him and rather use the walkway, they proceeded right across our grass and almost threw the chair in the back of the truck. He then tells me that at least he has real leather in his house. He jumped in the cab, got Gabby on the phone and told her I was a crazy lady and was refusing the chair. He then lies to her and tells her I cussed him out. I said he was lying and then he even gets the other boy to go along. You could tell that boy was not only scared of the situation he was mouthing I’m sorry to me and shrugging his shoulders.

I called the store manager, Gabby to request my refund and told her how appalled as I was at the treatment of this young man. She said she was on the phone and had heard part of the conversation which was the part I have a video recording of on my phone and she said there are always 2 sides to a story. I do still feel as if the chair itself was a special order chair that either not been accepted and sold to us instead. Gabby told me that the Greyson has extra stuffing and that’s why it is so loud and why the leather squeaks. This was not a normal squeak of leather but so be it. I also told her I was concerned as he knows where I live and I do not trust that he would not come back and cause me harm. She actually laughed at the other end of the phone and told me he would not do that.

After they left my neighbor, who was outside and witnessed how I was being treated because of how loud the guy was talking called me to make sure I was OK.

This was a total disrespect for my home, my things and me as a senior adult. It was very traumatic to have someone come into my home and treat me this way when I was startled that my things were going to be broken. This was truly elder abuse in my own home.

I purchased a large rocking recliner with remote control for raising/lowering, lumbar and head support in May, 2015 for $1,500.

The product was comfortable and worked well until March, 2020. I metal part for the raising/lowering mechanism was fatigued and broke. I received service and the part was replaced with my needing to pay the labor charge. Then, in June, 2021 the remote stopped working. I had a new remote shipped to me and I installed it. Costs for the labor in 2020 and remote in 2021 was $374.

Something changed this year. I visited a store in Schaumburg, IL in February. I told the manager about an arm for the chair that had broken and was falling off. He said that such should be covered under warranty. I called Customer Service on February 24, was on hold for 90 minutes, then talked with an agent. I paid $124 for estimated labor to fix the arm. But, the first available tech visit was to be 3 months later. When the tech came on May 27 he took 5 minutes, confirmed the arm was broken, and in fact thought both arms were broken, and said I should call Customer Service after parts shipped were received. I called (again waiting on hold 90 minutes) and needed to pay $138 for more estimated labor and shipping. The tech came on June 30 to repair the arms. But, after about 2 minutes said he would not do so as the fabric for the one arm had a tear in the fabric, and that I should call Customer Service to discuss regarding obtaining replacement fabric. I called immediately (another 90 minute hold), and was told a report from the tech was needed, but that I would be called within 7-10 days to discuss. After no call was received, I again called Customer Service July 27 (waited 90 minutes) and talked with a representative. She said that pictures from the tech were missing and needed before options could be presented to me. Also, that there was no more of the fabric being made for the chair, but that maybe there was fabric on hand still. In any event I was promised I would be called within a week. I AM STILL WAITING AND VERY ANGRY.

We purchased what we were told were genuine leather sofas from La-Z-Boy, along with an extended warranty. After four years of use, the "leather" is peeling. Attempts to reach La-Z-Boy resulted in being put on hold with their customer service department for five hours.

Once a representative answered, we were told that the warranty not only did not cover peeling (despite being spelled out that it was covered in the verbiage of the warranty) but that the fabric is no longer available and could not be replaced. In other words, La-Z-Boy stated there was nothing they would do for us.

The "genuine leather" turns out to be a composite fabric comprised of leather biproducts that are mashed into a paste and bonded to a cloth backing, then coated with an ink and pressed in order to apply the appearance of grain and to bond the materials together. It is in no way genuine cow hide, as was explained to us during the purchase process. We were misled and deceived.

We bought two lazy boy sofas about a year ago and are delighted with them.

I saw a Collage recliner on sale for $858.00 and decided to buy it. Imagine my surprise when I was told it would be an extra $500 because they did not have any left handed levers available in this sale.

I then went to the trouble of calling all three stores and not one of them had a left handed lever recliner at any price. As 10 to 12% of the population is left handed, I find this discriminatory. At least 5 to 10% of recliners should be made for left handed people at no extra cost.

I am more than willing to pay an extra $100 to have the lever switched, but $500 is just not within our budget.

I know that these recliners are all sitting in a warehouse to be distributed some time in September. Surely a technician could come and add a lever to the left side, or switch, whichever is most economical. It is not rocket science and could be done quickly and easily. I wouldn't mind.

You dont want any personal information, but not only am I left handed, I have the use of only one arm.

Sales ticket # [protected]

Date: 2022-04-16 Sales associate: Shiri Keeler [protected]

Hello,

I ordered and placed a down payment on this chair on Apr. 16, 2022. Told delivery would be July-Aug. Today I was told delivery would be at the end of Dec.! They offered a $300.00 discount if I would wait until then. I said $500.00 would be acceptable. They refused. Canceled order.

this is the email I sent CustomerCare: Hi- I am attempting to email comfort care regarding the repair of my recliner and have been unable to get any customer service rep on the phone for over a month. I spent 1 hr 40 min on hold just yesterday and no one picked up…. We bought our recliner in March and immediately had issues. We had to wait until June to have a repair guy come out who confirmed that in fact almost the whole chair had to be rebuilt. We received the 3 large boxes in July and have been trying since to get the appointment scheduled. I have never experienced such bad customer service in my life. I will never buy another La-z-boy product. I wanted a refund and was told I had to have the repair guy come out and now I can’t get anyone to fix the chair. I need the appointment scheduled ASAP and I deserve much more since we haven’t been able to use the chair. I should get a refund. If I don’t hear from someone today I will leave the chair and the boxes in front of the store. I’m totally disgusted that I wasted almost $2k.

Thanks

Megan

My wife and I placed a relatively large order with the La Z Boy store in Naples on November 18, 2021. The initial experience was good with the designer, but the sales help was very weak (Judith). Even though we were a bit concerned about the lack of responsiveness from Judith we continued and made the order. For us this was a large order (~$17,000). We ordered early anticipating long lead times.

We have been keeping track of our order, so we knew what was is in and was not. We have been told for the past several months that all is in except the dining room table and chairs. Back in April we asked our salesperson (Judith) via email when these items (dining table and chairs) were expected in. She replied that she would check and get back to us. She never got back with us. After a couple weeks my wife called Judith and was told that Judith was now out for the summer and another salesperson took our request and said they would check into it and get back with us. She never got back with us. So after some time on Approx Aug 1, 2022 my wife called, and Reberta answered the phone. Again, Reberta said that she would check and get back to us. She never did! My wife called Reberta back and she said the dining room chairs and table were not in and did not have an expected delivery date. My wife explained she already knew they were not in yet and just wanted an expected tome they would be in. Reberta then said, i thought I was doing you a favor of checking if it was in or not and I don't know when it will be in. Based on all the lack of responsiveness and never getting an expected delivery answer, we decided to look elsewhere for the dining room table and chairs and cancel the La Z Boy. On about Aug 12, 2022 my wife called the Naples store one last time before placing a new order wth another store for the dining room table and chairs. Ed answered and tried to check the delivery date and said that it was difficult for him to do, so he will escalate to Sal (the store manager) and Sal would get back with us. Well again, we never got a response from Sal. So I called Sal on August 18 and told him that I wanted to cancel the order for the dining room table and chairs. He told me I could not cancel because it was a special order.

wo. Nobody told us this was special order like some of the living room chairs we ordered. The table and chairs were ordered as we saw them on the store floor. I told Sal that I would not accept a no answer after all the poor customer experience we encountered with La Z Boy - Naples. He said he would see if it was possible to cancel and get back to me later that day. He then told me that he expects delivery on the dining table and chairs in December. I told him that it's too late we already made our mind up and still wanted to cancel the dining table and chairs. Veronica (the designer we worked with) called us back on Sal's behalf. She told us that it would be a shame if we didn't get the dining table and chairs because it would look so good with the other furniture we bought from La Z boy. But, if we wanted to cancel the order, Sal agreed to cancel and all we needed to do was call him. On August 19 I called Sal and told him we wanted to cancel the dining table and chairs order. He told me that he is waiting on an answer to whether we can cancel and would get back to me later that day.

Well, he never did get back to us that day. So I waited until Monday, August 22 and called. I was told that Sal would not be in until Tuesday August 23. At this point I just want to cancel the Dining room table and chairs. Our experience from the Naples store has been poor to say the least. All we wanted is an expected date for the stuff to arrive.

Thanks,

Don Kurowski

WARNING. La-Z-Boy has been under new executive leadership since April 2021 and there are now serious systemic problems within the company. Don’t rely on previous experience of days gone by. You are no longer going to get the quality or service you did in the past. I urge you to read the dozens of reviews from consumers who have had horrible experiences with La-Z-Boy. Save yourself from the nightmare of La-Z-Boy.

In my case, we have been waiting 14 months (FOURTEEN!) for furniture and have no guarantee of when we can expect delivery. Month after month passes and delivery continues to be pushed to a later date. I write this as a WARNING. Do not buy any furniture from La-Z-Boy unless it is actually on the floor in the store where you are shopping. Any other orders are considered “special orders” and you will have NO assurance that your furniture will be delivered in a timely manner.

On July 4, 2021, (that’s 2021!) I paid for a power reclining sofa, power recliner and 2nd recliner. When I ordered, I was aware of “pandemic-related” problems affecting La-Z-Boy and I agreed to go ahead and purchase when I was told my furniture would be delivered 4-5 months later in November-December 2021, but I did not agree to wait for delivery for OVER a YEAR+.

I tried working with the La-Z-Boy store where I purchased and they had no idea of when I would receive my order but would not let me cancel my order. After a year the store manager finally acquiesced and told me that he would make a “huge” exception to “allow” me to cancel the order but they will charge me a 50% restocking fee for the items they have not even made! How insane is that?

I called and wrote the corporate office asking for help and only received insulting canned responses telling me was La-Z-Boy is suffering from importing issues or product shortages. I asked them to offer comparable available substitutes from what they can produce and have never heard back. I wrote 5 members of the executive team and none bothered to respond. How is that for customer service?

Please note La-Z-Boy stores are independently owned and operated and there is absolutely no communication between La-Z-Boy Manufacturing, Corporate offices and the La-Z-Boy retail stores. That means no one will assume responsibility or communication to help you.

I have ordered furniture to completely furnish a 2 bedroom vacation-rental condo from Pottery Barn, Crate & Barrel, Wayfair, West Elm, Amazon and others and have not had the long waits and issues that I am having with La-Z-Boy.

Save yourself, go with one of the above retailers because they have no problem with importing issues or shortages or working with their customers.

Recliner delivered July1st I sat in chair

July 5, excruciating pain in butt and upper

thighs, I didn’t want to judge the chair for one time, I sat on this chair 3 times. I looked at the chair closer and it looked different than the chair in the store.

I went to the store and looked and sat in

the chair and it didn’t feel like my chair also the upholstery was smoother.

I called the service number and they gave me another number, I even called corporate office and was circled back to the same number I started.

One person told me if returned for a credit

30% restock fee won’t be charged and to call the store.

Called the store for days and left messages they never called back until I said I would be at the store the next day if not called back. They did call me back that day and I was told I had to call back when my sales person came in on Wednesday. You guessed it they did not call back to my message. I was on the phone for 3 weeks

without any service. They dropped the chair and:

I am stuck with $1,044.00 recliner I cannot

sit on.

My last recliner 15 years ago from lazy boy was great.

That is why I went back.

I would never recommend this company again.

The customer service is terrible, you pay,

they drop furniture and will not stand behind it.

I jave not been ab;e to get service. I have contacted the selling agent then the service number and they are requiring me to crawl around on the ground to get serial numbers and other nonsense. i am a 76 year old disabled veteran. I am not able to look under the chair or turn the chair over.

I only want the chair to work again. I will be paying a goodly amount if a repair tech comes to visit, although I am supposed to have a lifetime guarantee.

Need some help.

I purchased a pair (2) of matching custom fabric Scarlet High Leg recliners on Aug 8, 2021. On sale, they were almost $2250. I received the chairs in late Nov. One chair was fine, the other defective. They said they would send a tech out to fix it. Every time this 3rd Party tech, who does not work for Lazy Boy, came out, each tech didn't fix the chairs - they said a different part was needed! This happened 5 times over the course of the next several months! Every time I have to call Customer Care to discuss and plan on another appointment. The wait times are extensive - and sometime after an hour - I have to hang up! I had a garage full of various parts in boxes. The techs never undo a part to fix anything! In July 2022 - Customer Care said I could either have a new chair made (another 6 month wait) or have credit in the store. I said I bought them as a matched pair and I need both chairs. I don't want a mismatched chair from them nor a store credit. So, they made a complete new chairs - and it showed up DEFECTIVE as well! Made in Mexico furniture. So, once again, they said, I needed an appt with a tech. Same Thing Again!

I am on the phone with Customer Care and they want to send someone to fix this chair. I WANT A FULL REFUND at this point. I am very disappointed and don't want the chairs. I am not going through this B.S. again. It's been over a year and I cannot use them, decorate my living room around them, nor enjoy the chairs. DONE! Refund my Money.

Bought a Lazy Boy recliner/rocker spring of 2020. they used a plastic piece in the mechanism. It has broke 5x in 2 years. ?It has been broke as much as working.

This time I noticed all of the pins and metal shaft are bent. Been waiting 2 months this time for repair. All of the mechanism is of such inadequate strength it can never hold up.

Good thing I bought extended warranty, or this $2,600 chair is trash.

Purchased a Turner Power Rocking Recliner, (10X739) April 2, 2021 and because of the lack of materials (pandemic) it took 14 months to be delivered. Immediately called Service as it was horribly constructed; lack of padding; foot part was dirty; uneven arms (service said this was normal). Service came out and ordered new back and seat, with foot rest, and were supposed to come today, August 11, and I received no call as to appointment. I called them and due to high volume of calls, I am waiting to hear. I already wrote emails to say, I believe we were shortchanged because of lack of material which should not have impacted anyone's ordered piece. At this point, even though special order, I will be returning chair as it is not a quality piece. I have a basic Lazyboy which looks 100% better than this Higher-end piece. Paid on April 2021, therefore, our money was their's and waiting the amount of time and receiving poor merchandise, I would not recommend Lazyboy at this point.

Clearwater, FL store; No invoice #; Fabric C158431 Saxton Oyster; with protection plan. Camille was salesperson

My wife and I originally purchased a sofa and swivel recliner from the Lazy Boy store in Victor, NY. When the furniture was delivered the couch had a significant tear in the arm of about 6-8" long. My wife contacted the delivery team that came back and decided to take the couch back with them. When we contacted the store they stated that we should have kept the couch and then they would have sent a service person out to inspect and attempt to repair the couch. When we stated that we did not want to have our brand new couch repaired they stated "What else do you want us to do then?" and we said give us a brand new couch that is not damaged or in need of repair. The store manager then stated that, that is not how it works and that the couch would first have to be inspected and repair attempted before it would be replaced. Then he stated that because we sent it back that they would have to repair it and then ship back to us. We informed the store manager that the decision to take the couch back was that of the delivery team and that we did not want a "repaired" couch back we wanted a brand new couch. At first the manager stated that it would be a while before they would be able to get us a new couch and at that point we asked for a refund. Then after about 30 min the manager calls and he somehow miraculously found a couch for us. We still insisted that we just wanted a refund and be done with it. The manager literally stated that we must be joking if we think he is going to give us our money back. The manager was so rude and condescending the entire time that we stated that we just wanted our money back and we would never step foot in his store again. Needless to say after about 15 min of going back and forth he finally agreed to refund our money after the couch was returned to the warehouse and inspected. We agreed and then the manager just hung up with out another word. So onto the swivel rocker. We have only had the rocker a couple of months there is one part on it that keeps falling off and it easy enough to put back on but this chair was a $1000+ chair and I do not think it should start to fall apart after a couple short months of use. After repairing this 3 times myself I called Lazy Boy for assistance and they sent a repair tech out. His solution to this was to put a bead of gorilla glue on the threads of this part to prevent anymore issues. I stated to him that I think it a little ridiculous that a fairly expensive chair is repaired that way and nothing better was done. I did understand that he was just the repair tech and f was just preaching to the choir at that time. I am writing this to hopefully help someone else form making the same mistake and going to purchase anything from Lazy Boy in general but not especially from the store in Victor, NY.

I received the recliner on 7/2/22 (Sat). It was a busy 4th of July weekend and I didn't have a chance to sit in the recliner until 7/6/22. I noticed the seat wasn't sewed properly and it didn't look like it had sufficient padding. My husband bought a recliner several months previously so we compared both recliners and my recliner was definitely defective. I called La-Z-Boy Customer Care on 7/6/22 to make a complaint. I was given a service ticket # [protected], and an appointment was scheduled for 7/22/2020 for someone to come out to see the chair and to take some pictures. Jimmy from Lake Elsinore, CA arrived at 7:32am on 7/22/22. Jimmy agreed the chair was defective. He took several pictures and told me he would send in the report with the pictures to La-Z-Boy and a new "seat" would be delivered to my address. When I received the seat, I was told to call La-Z-Boy and schedule an appointment for Jimmy to come to the house and install the seat. I have called numerous times to get the status of my service ticket and each time I am put on hold well over an hour. As I'm writing this complaint (8/8/22), I have been on hold for 1 hour and 47 minutes!

Hello, I ordered a Lazy Boy chair the end of November, I received a notification the last week of June that the chair was ready for pick-up. Even that call was off putting because the manager said, " You have one week to pick this chair up, one week, or it goes back". We waited seven months for that chair and never once did we call and ask when it might be ready, with COVID and shortage of workers we knew we would receive it at some point. When we went to pick up the chair it was damaged. The manager of the store said there is a 2 inch rip in the arm, the panel on the back of the chair was was broken along with the scuff marks on the back . The manager treated us like garbage. He was a bully at best. We were told we had to take the chair. He said the damage was, " not a big deal" " its a 600.00 dollar chair and not a big deal" He also stated that Lazy Boy makes the rules, not him that Lazy Boy don't allow him to make decisions. So the chair is in my garage, the repairman just came and went, he said he has to order parts, the manager could have ordered them so the chair could be fixed today but he didn't even do that. So I want to speak with someone regarding this matter. This was a awful experience and I still have a damaged chair. BTW : I've been on hold with your company for 90 minutes trying to speak with someone, I just think you can do better as company.