La-Z-Boy
Reviews and Complaints

Order for bedroom set consisting of chest, 2 nightstands, dresser, headboard, footboard, rails, center support system and 4 living room tables was made made 9/30/2021, through Troy, Michigan store. Received 4 living room tables (3 damaged), and bedroom dresser (damaged) 12/15/2021. Balance of order, chest, 2 nightstands, headboard, footboard, rails, center support system delivery set up for 5/11/2022. Balance of order was paid for and on Friday, 5/6/2022, received call from Ella [protected] explaining center support system could not be found in warehouse and would have to be rescheduled when found. Deliver was still scheduled for balance of bedroom furniture 5/11/2022. When driver arrived he showed me the paperwork with all the items to be delivered, but when emptying the truck, the second nightstand could not be found. He called his manager who said it must have been put on another truck and to initial it as not received. Since that day, 5/11/2022, I have called the Troy, Michigan store [protected] every other day to check on status of both the night stand and center support system with no answers. Supposedly emails have been sent to warehouse asking status, and no information has been received.

HI, I purchased furniture from La-Z-Boy store # 187 located at 10012 West Flamingo Rd. Las Vegas NV 89147 back on July 5, 2021. Sales ticket # [protected]. At the time of purchase, I was told my furniture wouldn't be delivered until October of that year due to the virus which I accepted.

I finally received my full delivery on March 4, 2022. Of the 5 pieces ordered for my living room 3 were delivered damaged they were 1 end table, 1 cocktail table and a love seat. I tried to refuse all 3 pieces but was told the love seat would regain its original shape in a few hours and if for any reason it didn't, they would replace it with a new piece.

When the love seat didn't regain its shape, I called the next day to have an exchange made, I was told I can't get a new one that a tech will come to my home and make a determination. He decided that cushions can be made and installed. As of today, your company has no idea when they will be made because they ran out of leather, and they will have to come from a new dye lot which in my opinion may or may not match the leather I have now. When I was told this, I asked if they could guarantee the leather would match, I was told they could not. This is unacceptable I cannot be expected to wait for an undetermined amount of time with no guarantee when it finally does arrive it will match.

Now to the tables, I received a 2nd delivery on about the 1st week in May. The end table was unwrapped and was so dirty I had to wipe the top with my hand just to inspect the finish. I got a big splinter in my hand and bleed profusely the table was a piece of junk, not only was it damaged and filthy, the finish, looked as if like a child did it. It was spotted and two tone, as if faded. The driver unwrapped the coffee table and said you're not going to want this either it's damaged.

I called your customer care several times to no avail then the store to complain. I was put in touch with Steve who said he was the sales manager, and he was the guy who could fix my problem. I explained my problem again to him and he said no problem I will order new tables for you.

About a week later I get a call from customer care the tables are being repaired and they will call when completed to set up a delivery date. I again stated I would not accept repaired furniture and the finish didn't even match my end table or the ones on display at the store.

I had to again take time out of my day to go back to the store and confront Steve only at that time some10 days later after promising he would take care of it did, he actually put in an order for new tables.

I asked that before they ship them can a picture be taken of them to insure they matched the finish of the ones in the store which match the one table I did accept. I was told no. I don't believe that is an unreasonable request give the circumstances and time I have been waiting. I was told every piece of furniture is inspected before it leaves the warehouse anyway so what is the problem that a photo can't be taken at that time.

I also requested several times from October forward when the furniture didn't arrive, and was told first for sure by Thanksgiving then Christmas, then shortly after the new year etc. to have his supervisor contact me or to give me corporates number as "in store" my problem was not being handled. I was told no that it's against company policy all problems are handled in store. I again asked today prior to leaving the store for a supervisors email or contact number so I could let the corporate offices know the problems I was having with your company and was again told no.

In fact, Justin the store manager who I tried to have help me on several occasions to no avail chimed in today as well with "there is no number or contact information" that everything is handled there. In fact, he stated that he has tried to contact corporate but can't. It is hard for me to believe that a publicly traded company has no oversite above the store level and they answer to no one. He, they should of at least directed me to the company website and to this complaint form or given me the phone number listed on your website for the purpose of filing a complaint. I am extremely disappointed how your company has handled this matter up to this point.

Thank you, Paul DiMella [protected] [protected]@yahoo.com

this was purchased 10/2/2020 delivered 10/7/2020 and problems began.

my right leg began getting sore and when I felt there it was like there was

no padding between the seat & arm of the chair just wood covered with

the fabric. i put up with this until 11/9/2020 when i paid 124.00 for someone

to come out and check it for me. he took pictures to take back with him

and after a while when i didn't hear from la-z-boy service i called and was

told the file was closed and pictures misplaced so was out of luck. this

has went on for another year of my leg getting sore and i called service

again and paid another 124.00 for another man to come out and check

this out. as it happens, it was the same repairman, name of Jeff and he

again looked at chair and took pictures of me in the chair and could see

there was a problem with the seat. it was lower on the right side and

he said the seat was not right even he felt that after he sat in it. he said

he would send the pictures and someone would get back to me. i can

not afford to keep paying for service when the repairman even says it

is a chair problem and the seat needs to be replaced. he took his final

pictures of the tags on the bottom of the chair and said someone would

contact me. no one has done this in the past but i hope so as i don't

want to go to a newspaper or tv with this when it could be taken care of

by la-z-boy fixing their mistake not mine and charging me again for it to

be sent and fixed.

sales ticket [protected], [protected].

mrs. josephine thiel

9209 bent pine ct. apt. j

st. louis, mo 63126

[protected]

will be waiting for a response.

My wife bought me a La-Z-boy rori rocking recliner for my birthday in Sept. 2020 we paid $700 for it, and decided not to get the $100.00 “protection” plan because hey it’s La-Z-Boy right?

Wrong… not even a year after we bought it, the leg rest began seizing up, and i had to go in and pop it back into place so it would work again.

Then another few months later it began sliding side to side. I flipped the chair over and 2 screws that hold the frame had come out on the left side adjacent to the springs.

However when I tried to put them back in, it’s like the holes didn’t align; like it was the wrong part. (Defect?)

Anyway I did the best I could and it worked for awhile but they keep popping out.

I called Lazy boy HQ and instead of them trying to work it out with me, they said “you can have a service tech come out and look at it; they will charge you 130 bucks For a service call including labor”

She then said, “or you can Bring it to the located at the show room where you bought it; They charge $175 an hour”

that’s more than most car mechanics charge, number one, and number two, I bought a chair from lazy boy, and it only last a year and a half?

I paid $350 for my My old recliner, and it lasted me eight years.

I only got because the upholstery had worn out, but it was in perfect working order.

I honestly thought getting a lazy boy was an upgrade but I was wrong.

We received these chairs and with in a day found the foot rests faulty, they would not stay up when raised. Peters Appliances the store they were purchased from was notified with in a couple of day after delivery. They have given us multiple excuses why they can not come to our home and service them. We visited the store twice to make arrangements to have them come out. the sales person in charge never contacted us. We sit with two brand new usless lazy boy recliners, and no way to get them repaired.

On August 12, 2021, I ordered from La-Z-Boy in Henderson, NV the Greyson Power Recliner Sofa w/power headrest and the Greyson Power recliner w/headrest & lumbar with custom leather upholstery. The furniture was finally delivered to my home February 22, 2022; however there were quality issues with both pieces. I called the La-Z-Boy store while the delivery people were still here, because I wasn’t sure whether I should accept the furniture. They told me that since it was custom furniture, I should let the delivery people go and accept the furniture; because they would send a technician out to check out the issues and try to resolve this situation.

The sofa issues were as follows:

• The three sections of the sofa (left, center & right backs/seats) do not line up when they are returned to home,

• The top of the seat back in the center section is higher on the left than the right side, and the seam in the middle of the seat back goes diagonally up from right to left thus does not align with the middle seam on the two sides,

• The bottom of the middle seat has scratches.

The recliner issues were:

• the back of the recliner has tears where it attaches to the sides and the staples show,

• the back does not seem to be centered in the chair,

• the optional lumbar support is uncomfortable and different from the showroom recliner – it severely arches the back – not sure if this is a problem with the way the lumbar section of the recliner was stuffed or ?

• the operating instructions for the recliner were missing and had been cut off by someone so only the plastic string was left – I have since gotten the instructions from the store,

• the stitching is coming apart on the leg rest.

On March 3, 2022, the La-Z-Boy technician (David) came to my home and took photos of the quality issues, wrote up a report and said he would recommend ordering a new center section of the sofa and a new back for the recliner. He said it would probably take four weeks or so. He left me no documentation or photos. Since I heard nothing from La-Z-Boy, I followed up with the store on April 21, 2022; and they agreed to check with customer care/support. On April 30 I had a call from Scott at Custom Care to tell me they were just now ordering the pieces to fix my quality issues with the sofa but nothing regarding the recliner and that it would take 17 weeks! It blew my mind since both the sofa and recliner had issues not just the sofa and these replacement pieces should have been ordered in early March! I asked to have the original technician come back to the house to verify that there are problems with both the sofa and the recliner. A technician is expected to be here on May 7; however I was told that this will delay things even more.

I am thoroughly disgusted and disappointed with La-Z-Boy. I ordered the Maverick sofa and loveseat in 2010, and it had been a wonderful set so I expected nothing less when I ordered this new Greyson set. I needed the Greyson set with power controls because I had back surgery in 2021, and it hurt my back to use the manual handle on the Maverick. I feel like this will never get to end of job and that La-Z-Boy is giving me “the run around”. I don’t think it is too much to expect better quality products after spending $8,000!

November 2021 called Lazy boy was informed I had to prepaid and order materials for furniture repair once I receive materials call back to schedule service appointment.

Materials arrived in December appointment scheduled 1/27/22(no show), wrote Lazy boy corporate rescheduled 4/1/22 (no show), rescheduled 5/6/22 (no show). Lazy boy has now rescheduled 8/20/22 stating it is the vendors fault "Rapid Response" for the cancellations and they cannot outsource this work out to another vendor.

In other words, I have to wait until this vendor decides to do the work no matter how long it takes.

3/25/22, I purchased a sectional sofa in gray leather because the salesclerk told me it would take 10 months to get the dark brown color I wanted, and this one was in stock. We set up delivery for 4/14, then 5/2 and now 5/21. I had to call the store and was told that they were waiting for one missing piece. This tells me that the sofa was not in stock.

Purchased a couch in 2020. The beginning of 2021 I contacted LazyBoy to tell them all the side seams on the 3 cushions had come apart and frayed. I had to fight and call a lawyer to get them replaced. In August 2021 I received the replacements. Now April 2022 it is happening again. Six months later. I called the Cyrville Road Store in Ottawa on April 3, 2021 to speak to the service department and was put to an answer machine. Called back and the receptionist gave me a ticket number and said they will call back. A week later I called back again to an answer machine. Called customer service and they transferred me back to the store to find out it takes 35 days or more to get a call back because they are too overwhelmed. Now because I called in again they keep moving my date out. Even the Rep from Kingston office cannot help. Now I have an expensive couch falling apart because of a material defect and can't get any service. Now I have to call a lawyer again. Would like to show the photos but they won't let me upload them.

We ordered a sectional from Lazyboy Austin Texas in Dec of 2020,with the understanding it may be about 4 months for delivery (due to Covid) Well after many phones to Lazyboy after the 4 months had past. The salesperson and the office people that it was still in process and being worked on. Going on the 7 month I finally got someone who told me the truth that it has not been started. and now was going to be delivered August of 2021 8 months after ordering. Well that date came and went, still with no answers from the Lazyboy. The last phone call I made they told me it was set up for delivery on the next Tuesday(really no one had called me to let me know). we received the sectional in end of Sept. Now had to put a work order in for a seam coming out. They came out looked at it and ordered a cushion, called and let them know we received the cushion. They scheduled a date to come out and replaced it. Come yo find out it cannot be done in our home, they will have to send the whole section out to be fixed. Really we wasted a whole day waiting on the to come and fix it and now they can't. Just awful ! now we have to get another day to waste for them to pick it up and fix it. What would you suggest we do? What would you do? How would you feel? We paid 5K for this.

I could go on at length but to the point: La-z-boy first agreed to repair or replace a defective rocker - tipping hazard & poor seat construction - then they had a representative call and leave a message that rescinded that offer. This after they had me go to great lengths to turn the Chair over and get all the data. I didn't mind when I thought we were having a mutually agreeable and constructive dialogue. They acknowledge it's still under warranty, they just can't be bothered. Below is the message I sent them re: their cancelling a service call after having made the appointment. I never did hear back but a quick search of the web indicates this is pretty common. If you worked in customer service would you ignore the following email? Caveat emptor. (See below).

Good morning.

Recently I was in touch re: the problem described below. Shortly after I was contacted by a La-z-boy representative. Who researched the problem, noted I was still under warranty, and she set up an appointment for June 22nd. All was well and indicative of the fine practice I've come to know from La-z-boy over the years.

Then, however, I received a call telling me La-z-boy thought I may have purchased it at Wayside and that I should seek remedy there. She then added that she was canceling my appointment. From the tone and tenor the woman sounded to have come from La-z-boy HQ. THE END RESULT IS I THAT I AM RECEIVING NEITHER COMFORT NOR CARE - I'm not yelling the caps are merely for emphasis. Simply put your company is engaging in bad business.

Please put me back on the schedule for a service call and call/write to confirm. If you do not I will have to share my story on scam report. Bad Kitty, and all the rest of the consumer complaint sites of which there are many. Consumers will think twice when they find the shaky manner in which Lazy-boy handles its warranty claims. In the economy, as it currently stands, I would hate to relay my story to the many thousands of readers who turn to these consumer review sites for guidance.

Please remedy reschedule my service call and contact me a.s. a. p

Dr. S*

Purchased 2 recliners from Louisville KY store in April 2021, received in February 2022. Through the rears, we’ve purchased a total of 16 chairs (14 recliners) from La-Z-Boy and quality on previous chairs has been very good. However, these last two recliners are cheap looking, squeaky, legs loose, material easily detached. After 3 “customer care” visits, they are still not acceptable. Serious disconnect between customer care people and reports LZB states they are receiving. Disinterest from store manager. And, interestingly, their minimal “lifetime ? Warranty expires one year from date of purchase, not receipt.

La-Z-Boy has thrown away a loyal customer, plus a good source of referrals (I’m an interior designer.)

Purchased two recliners on 9/18/21 at Lazboy Furniture Galleries. 27205 U.S. Highway 19, Clearwater, Florida 33761. Salesperson was Natale Demick. We were told one chair was in the warehouse and would be delivered in two weeks. The second chair had an expected delivery by 12/2/2021. The first chair was paid in full. Placed 1/2 of the purchase price down on the second chair. First chair was delivered on time. Followed up on second chair 12/2/2021. Was told Natalie would return our call with status update. Called again the following week after not receiving a return call. Was told the pandemic had caused supply chain difficulties and it would be delayed until end of month. Called store again the first week of January. Once again, was told that Natalie would return call with an update. No return call. This sequence of events continued repeatedly through March 2022. Each time being told end of month or "a few weeks out". Then no return call or status update. Eventually got in touch with the regional VP. Same sequence of events. No return phone calls. Then eventually given another date.

Searches of the BBB website show thousands of similar complaints. The company website also contained hundreds of similar stories describing deceiving business practices, poor customer service, and outright lies to the consumer.

We purchased a leather couch in the South Elgin, Illinois location. I did not notice two small nicks upon delivery but did within a few days and then promptly called for assistance. I was told that I needed to wait until late March. I also contacted the sales person and store manager via phone and email with no response for a month. The manager, Randy, finally called about a month later and explained that there were lots of reasons he did not call back but that he would right the situation. He promised to call back. He did not.

On March 22 a technician came and took pictures. He verbally acknowledged that the nicks looked like a delivery issue. The right side (when facing) also is not a tight fit like the left side. He reported that the likely solution would be to replace the whole side. He stated that I would hear back via email or phone within 3-5 days.

On March 31 on contacted the service department and was told that the case was closed and it was determined that the damage was caused by us. I asked for the case to be escalated. We have no pets. We sit on the couch with sweat pants, no belts or anything. The scuffs are not caused by recklessness and occurred within the first two weeks of ownership.

This couch cost $4200 and did not even last a month. The service department has complete control over how and when to use the warranty. My voice did not count at all.

We paid $5k for two couches and were told they will last us more than 15 years by the sales person. We waited 8 months for delivery. 6 months later we noticed one of the couches looked like something was wrong. I crawled in underneath and I could see something was badly broken inside the couch. We called lazy boy multiple time and a month or more later they sent someone out to look at it. The guy that showed up ripped the bottom of the couch open and there were multiple pieces of lightweight flimsy wood pieces broken. 2 months later after multiple calls we received text messages that someone will come to our house to repair the couch. We confirmed and received multiple reminder text messages. I took vacation that day and waited. No one showed up. I wasted a day of my vacation at my home, I could not go anywhere and i'm pissed off. We called lazy boy the next day and its like they don't care. We are not going to call again, if lazy boy doesn't show that they care and get our couch fixed within a week from today we will ask for our money back through our lawyers. Lazy boy has a horrible customer service and sell very bad quality furniture.

I purchased a lazy boy motorized recliner, the foot rest would not raise. I called Lazy Boy to schedule a repair, I was told three months out for the repair, I was not happy, but agreed, since I am old and need a recliner to keep my legs elevated. I was trying to give my credit card for payment, and was hung up on, that was the second time. Then yesterday some one from called and told me that they can schedule me for March 30, 2022 I called back today to pay and was told that I had the spot for March 30, they had to email someone and call me back, I stayed home all day and waited, no one called. I called them at 4:00 then was told that the person scheduled me for the wrong route and that I have to wait three months. I was given wrong information and hung up on or disconnected two times, and sat on hold for 45 minutes. When I went into the store, both the sales man and the person behind the desk were rude and did not help. She handed me a brochure and told me to call the service company that I had been trying to schedule service from. Would not recommend buying a Lazy Boy Product, it falls apart and takes three months to get repaired.

La-Z-Boy warranty program is one of the worst I've ever dealt with. I'm going on 4 months with a broken recliner from when i first filed for repair. The first service visit that I had to wait 2 months for was a no-show. Then someone came & looked at it for 2 minutes & said we needed new parts & left. I then had to call myself and wait on hold for 25 minutes to make new service call in another month. I've also had to pay for service and part shipping for this so called free warranty. This IS NOT A FREE WARRANTY & the time wait is totally unacceptable. This was purchased in Cranberry Twp PA LAZYBOY.

I purchased two Morrison Rocking Recliner less than 2 years ago and one of them creaks like it 35 years old. Nothing worse than spending >$700.00 per chair and having one sound like it falling apart.

Your warranty is useless, I have to pay to have a home inspection, I have to pay for shipping, I have to pay for labor...it's more cost effective to just purchase a new recliner, just not Lazyboy

I only wish I can share my disappointment on a website somewhere so others can see