La-Z-Boy Furniture Galleries
Reviews and Complaints

Bought a new couch from La-Z-Boy, and after delivery, the product is damaged and has poor craftsmanship. La-Z-Boy doesn't offer refunds and didn't deliver the same product I saw in the showroom. I want a refund because I don't think this product will last more than a year.

I spent thousands of dollars on a couch that was supposed to withstand regular use. I even paid extra to make sure it would be durable. They promised it would be covered by warranty, but the company never returned my calls for the past few years, even though I'm still within the warranty period. Our couch looks awful, and we're really unhappy with the terrible customer service.

I placed an order at La-Z-Boy Furniture Galleries and paid in full. Unfortunately, my husband lost his job, and now I need to cancel the order. I made the purchase on October 1, and the sales ticket number is ***. The vendor stock number is *** and the ID is ***. The LAZB-*** is the specific product I ordered. Nijha was the sales associate who assisted me. I paid $4,590.77 using my Visa card. My name is *** and it is also the name on the contract. I ordered chairs and was given specific delivery dates, but neither of them have arrived. No one bothered to call and inform me about the delay. As a result, I am left without chairs and have lost $4600. I urgently need to cancel the order.

In around 10, I bought a leather couch from La-Z-Boy Furniture Galleries with a warranty for the leather. It cost me about $600. I called and talked to someone named *** on 12/12/2022, and they sent someone to take pictures. The young man said it would take around 4-6 weeks for me to receive new cushions via ***. They told me to call the store once the cushions arrived, and someone would come to install them. On the week of 2/20/23, I called the store three times and left voice messages asking for an update, but I didn't hear back. Finally, on 2/27/2023, I went to the store in person and spoke with ***, the store manager. She tried reaching out to a *** two different times, but no one responded. Every time, they said someone would get back to me in a few minutes, but that didn't happen. I spoke with *** again on 3/8/2023 and explained that no one had contacted me. I told her that I would call corporate or file a complaint with ComplaintsBoard.com if they didn't honor the warranty I paid for. *** once again assured me that she had escalated the issue to upper management, and I should receive an email soon. But, as before, nothing happened.

Hello, regarding my Lazboy case. This is a response to a message I received from your team. I have previous experience with Lazboy furniture. They replaced the entire back of my chair, but the issue persists. I want to avoid a $150 service fee for known issues. I'm seeking assistance with this recurring problem. The chair's relative newness suggests a design flaw should not be present. However, Lazy Boy's solution remains unchanged, offering another technician visit. This approach is unsatisfactory. Despite the back replacement, discomfort continues due to a spring mechanism that lacks support. A more robust filling is required over the current spring pushback. Please contact me to discuss viable solutions, as the situation is becoming untenable. Thank you.

I ordered a loveseat in November. They didn't send a fabric swatch or contact me right away, even though their "warranty" didn't mention this. Later, I discovered they had pet-friendly fabric, but they refused to change it because of their warranty. I didn't sign any contract, see any warranty, or get contacted by them. They just denied my request without following their own "standards." I kept calling for the delivery date and was finally told February. Nope, they didn't show up. I called again, and they said March. Nope, just got a message saying it's now April. They needed "a part" . Nothing fancy, not even a recliner. They don't respond to my refund requests, which is not unreasonable since they are liars and thieves. (They took my money quickly, all of it, and didn't follow their online "warranty" procedures.) They don't care about making things right or acknowledging their mistakes at the beginning. If I had known about their terrible reputation, I would NEVER have ordered from them. I'm on SSI and have nowhere to sit in my tiny apartment because I removed my sofa in February, expecting the loveseat. I'm SO angry at them and just want my money back.

We got a sectional and recliner from Lazboy in March . They said it would come in August , but it didn't. They kept saying it was delayed month after month. Finally, we got it in December, but they charged my card twice and didn't waive the delivery fee like they said. I fixed the double charge with my credit card, but it took me 6 months to get my money back for the delivery fee.

Since then, our furniture has been awful quality-wise. The frame on the sectional is broken, the buttons are falling off, the recliner doesn't recline right, the material is falling apart, and it doesn't work like it should. They sent two repair companies, but neither could fix the problem. The first said it needed to go to a shop, and the second said it was too much work for a Friday evening. But when he checked the furniture, he said he didn't see the manufacturer installing the recliner components properly.

Every time we hear from Lazboy, it takes a week to get an email, and most of the time, they just say they're waiting for answers from someone else. We contacted them in August 2022, and we still haven't gotten any resolution for our furniture.

I bought an item from La-Z-Boy Furniture Galleries on 11/27 for an undisclosed amount. The store ordered a manual recliner for me instead of the electric one my husband and I need due to disabilities. The incorrect order arrived on 12-17-22, over a year later. I reached out to a manager and customer service about the wrong recliner and flat cushions on the seat, arm, and back. They promised cushion replacement in December 2022, but only delivered 2 boxes of cushions to my door without follow-up. Despite numerous calls and in-person complaints, I'm stuck with unwanted broken couches. I suspect the manager of theft by deception for lying without resolving the issue. They claimed the district manager is unreachable by phone and warned of a 25% restocking fee for returns. Uncertain of when I'll receive the correct electric recliner couches, I'm hesitant to allow strangers into my home due to past invasion experiences. As an elderly Hispanic, I feel exploited by the company. My son is aware of the situation, and we have a recorded conversation with the manager.

The quality of the products we bought, especially the recliners, is not great. We don't use the sea very often, so I can't say much about it. We bought two electric recliners and an electric sofa on October 5, for $6306.98. The recliner model numbers are XXXXX, but I'm not sure about the sofa's model number because I can't read it on the contract. We purchased them from *** at the *** Al location. The delivery time was satisfactory, but when we received the furniture, one recliner didn't work. They took it back and brought us another one. Then, the other recliner started having issues as well. We tried calling ***, but she never answers her phone. The only way to communicate with her is through text. We explained the problem to her, and she sent someone to check it. They said it needed to be replaced, so they brought us another one. However, this one is also defective. On January 24, *** sent a message saying that a part had been delivered to our house, and it was. They asked if someone would be home for the installation on January 30, and we said yes. The repair guys came and installed the part, but the chair still didn't work. They said they would request a replacement for the chair. *** texted us, but her message wasn't clear. She said she would submit the request and follow up with us on additional options. There should only be one option, and that is to replace the chair. We contacted *** again on February 6, with another issue with this recliner, and her response was, "Oh no, let me send this over as well." This recliner was defective when they brought it to us, and it shouldn't be repaired. There has been no communication since February 6. Going to the store to talk to anyone is pointless because they won't help you. This recliner has already been replaced twice and still has problems.

We moved to the area from out of state in June and we ordered a sofa, love seat, and recliner in May. They said it would come in June, but it didn't. They said it was a mistake and it would come the next week. It did come, but the love seat was missing. I called and they said it was out of stock because of covid and would take a few more months. We were annoyed but understood. A few months passed and we still didn't get the furniture or a call. We called again and they said a few more months. Now it's January 2022 and we called again. They said the couch was on its way and would arrive on February 14th. That day came and went. We called again and asked for a refund. They said to wait a few more days. It never came. I had to go to the store and ask for a refund of almost $2000. They said someone would call to confirm the refund, but they never did. After 12 business days, we finally got in touch with someone. They said they saw the refund request but it wasn't approved yet. They are basically refusing to give me my money back for furniture I never got. We also got a warranty for all 3 pieces, but the salesperson, Megan, didn't include the love seat like we asked. I'm usually patient, but the lies, the runaround, and not giving me my money back is unacceptable.

I ordered a La-Z-Boy recliner chair from the La-Z-Boy Furniture Galleries. I spoke to a salesperson named *** who said that the chair would be delivered in 6 weeks. I sent an email on 09/24 to ask about the status. On 09/25, I was told that it was expected to ship from Tennessee on 10/7 and would take a week or two for shipping, so it would arrive around the end of October. However, on 10/16, I was informed that it still hadn't shipped from the factory and the ship date got pushed back to October 28th. They said this is typical right now and everything is getting delayed by a couple of weeks.

I'm disappointed because at no point did the Lazyboy company or staff tell me that non-custom orders could take longer. I placed this order and paid in full based on the information I was given, which was 6 weeks, not 4-6 months like a special order. On 10/21, I received a message offering compensation for the delays or the option to cancel. They mentioned that all furniture companies are facing the same situation and that I should expect to wait 6-12 months. However, I was informed by other companies that it could take up to 6 months for out of stock items, so this information is not accurate. Other companies were upfront about the delays, and I understand the issue. I placed and paid for my order based on the information I received at the time of sale. The website provided no information about delivery times for non-custom orders.

I expect to be contacted and given the option of a full refund or an additional minimum discount of 10% off the paid price due to the lack of transparency. I also expect an upfront estimated time of arrival. I apologize for the issues this company is facing, but if they can't meet their business obligations, they should offer a partial down payment. It's also concerning that La-Z-Boy demands full payment without flexibility or a clear disclaimer about wait times on their site.

I bought two recliners from La-Z-Boy Furniture Galleries. After 5-6 months of using them, the cushions were all worn out and when you sat on them, you sank right down. I purchased two recliners and one sofa on March 17. The order number is *** and the recliner SKU number is ***. I paid a total of $2975.99 by credit card. The sales representative was ***. The furniture was delivered on June 22. After about 5-6 months of use, it became clear that the recliner cushions were in bad shape. They only provided about 25%-30% support compared to the floor model in the showroom. On May 8, I went to the LA-Z-BOY showroom in Spanish Fort, AL, and filed a warranty complaint with the original sales rep. At that time, I sat in the model on the showroom floor and confirmed that our recliners had nowhere near the cushion support of the floor model. The sales rep directed me to contact *** in the Customer Care Department, so on May 9, I reached out to her. She asked me to send pictures of both recliners and the ID tag information, which I did. I also sent her pictures of the tags located under each recliner. On May 14, I called the Customer Care Department and left a message asking about the status of the warranty claim. I didn't hear back from *** until May 23. The Product Support team advised that they could re-stuff both recliners at home and hopefully fix the issue. However, we didn't see this as a satisfactory solution. A friend of ours had the same problem with a recliner, and the re-stuffing didn't work at all. We found a similar complaint on ComplaintsBoard.com, so it seems like this issue is quite common, and in all cases, it takes months to resolve. These cushions don't have zippers, so re-stuffing them wouldn't be a simple task. Additionally, we don't want technicians coming into our home during the Coronavirus pandemic. Since we didn't feel like we got what we ordered, we requested that the recliners be replaced with new ones exactly like the ones we tried at the showroom. We sent this request to *** on May 26, via email (***@decoratewithlazboy.com). Since we didn't receive a response, we sent another email to *** on June 18. On June 22, *** responded, apologizing for the delay and saying she would follow up with LA-Z-BOY. However, we didn't receive any further response, so on July 14, we sent another email to *** summarizing the events, but still no response. In the email, we told *** that it seems like LA-Z-Boy isn't interested in resolving our warranty claim. We don't get any replies to our emails, and we can't reach anyone by phone. We've heard from other people that they've had the same experience. We feel like we have no choice but to explore other options to resolve our warranty claim. On August 8, we filed a complaint with the ComplaintsBoard.com, but we still haven't heard anything from LA-Z-BOY.

My "lether" chair is coming apart after about 5 years and has metal poking through the fabric. Here's the email I sent after waiting patiently for a response from their customer service department. *** To: Decoratewithlazboy Service Sat, Jun 27 at 6:28 PM To whom it may concern, I have tried contacting your company repeatedly since March and have not received a solution to the problem of this about 5 year old chair that is coming apart. This is the third La-Z-Boy chair we have purchased from you. The first chair lasted 20 years and I decided to upgrade to a lether chair. My husband and mother - in law have also purchased lether chairs from your store and have NEVER had one come apart like this one. In April, I spoke to someone in your customer service department who said I needed to call my local store. I called repeatedly each week and left my name, number and e-mail address. No-one EVER returned my call or contacted me. On May 31, We went to the Spanish Fort store and were handed a card and given the name of a customer service representative to contact. The representative agreed it was a problem and said "***" would make it right. June first, I called the number and had to leave a message. I also e-mailed your customer care department customer service representative concerning the fact my supposed lether chair was coming apart. On June 2, I received a response and e-mailed your representative photos of the chair. She said she would forward the pictures to La Z Boy. After a week With no response I contacted her again. I received no response so I called on June 11 Informing her that now I have what feels like a staple trying to poke through the surface on the right arm. She responded on the 12th in an e-mail and asked for more pictures. The chair continues to deteriorate more each day. I have patiently waited and called back on the 19th requesting a return call. I have not received a response or a return call from your company. I truly hope that we can come to a solution whether it be reupholstering the chair or a discount off a new chair. We feel like this would be in the best interest for us and your company. It would show that you stand behind your product because word of mouth is everything in business. If we cannot reach a satisfactory solution by Friday, July 3, we will assume you have no intention of standing behind your product and we will be forced to contact the ComplaintsBoard.com and make sure that everyone we know will not purchase a La-Z-Boy chair in the future. Sincerely, *** XXX-XXX-XXXX The response I received on July 3rd was as follows: Good afternoon, I apologize for the delay on the follow up and we were awaiting review from LAZBOY Inc, as they are the warranty maker. They have replied back after having been reviewed and they are willing to offer a discount towards a new purchase. I have replied back to see what discount amount that would come to and we would also be able to offer additional in instore discount as well. Let me know if you may be interested in accepting the offer and I can provide you with additional information. Thank you again, *** My response: We are willing to listen to what they have to offer as we definitely cannot this chair. *** She responded that she would let me know what they were offering. It is now July 15, and still no response. I have called, text, and e-mailed ***. She does not answer her phone nor respond to messages. This chair has not been mistreated. I do not have small children nor an animal that gets on furniture. This is ridiculous!