Complain about a product or service

La-Z-Boy Furniture Galleries

La-Z-Boy
• Sales Practices
• "Lifetime Guarantee"
• Wrong Model
• Delivery Delays
• Sofa Problems
• Graphite Stains

For many consumers, the recliner is the best place to spend the evening. If you're among them, heed the advice of the La-Z-Boy customers we've heard from:

• be sure you understand the terms of the warranty;
• be very clear about what model you are buying; make sure the model is correctly specified on the invoice;
• be sure the anticipated delivery date is specified on the invoice;
• be certain the specifications of the model you're ordering are the same as the floor model you see in the store; and
• pay with a credit card. If the item doesn't arrive on time, or if it's the wrong model, you can dispute the charge through your credit card company. If you pay cash or write a check, you have very little leverage.

Keep copies of everything and if things go wrong and the store refuses to make it right, don't hesitate to go to Small Claims Court. It's your best hope of getting matters straightened out.

A last word of advice: Don't get too la-z. Whatever your age or physical condition, it's important to get up and move the carcass around every few hours.

Here are a couple of the most recent complaints:

Patti of Winnipeg, MB October 15, 2009

If you want great service when you purchase furniture, DO NOT purchase from Lazyboy Furniture in Winnipeg, Manitoba. The owner and operations manager have no concept of service excellence. After recieving my furniture damaged, I have had nothing but problems trying to get it resolved. The timeline I was given was about 3 months which is yet to be seen because I have yet to get my furniture repaired. It's not worth the hassle. There are many great stores in Winnipeg to purchase from. Shop around!

Lisa of Westmont, NJ October 10, 2009

We purchased a leather recliner sofa in July this year. The sofa was delivered in September, but the sofa did not recline properly upon delivery. I do very much regret that I did not make the delivery people remove the sofa, and replace the old sofa they had just disassembled. Since then it's been a quagmire of problems to try to resolve this problem with a defective product.

First, no one told me how to start the process. I was told someone would get back to me, but no one did. I called customer service for the regional store, and set up a service call. I also called the central company customer service, asking if anything could be expedited - polite but completely unhelpful person referred me to her boss, and took my phone number so he could call me.

Never a call. Technician came out and told us that likely, the sofa had been dropped - the mechanism was clearly bent underneath. Parts must be ordered - 2 more weeks wait. Boxes arrive, no instructions, I make another call to CS - they should I should have received a postcard with instructions as to how to make an appointment, no, oh, that's why, well, let's make an appointment. (no explanation for the breakdown this time).

I made the appointment for today, October 10th. Yesterday, I should have received an automated phonecall with a 2-hr timeframe for the visit. No call. And now, the customer service office that was open on Saturdays in September no longer is open on Saturdays, so I cannot find out when (or if) a repairman will be here today.

I have lost several days' work sitting around waiting for resolution that just has not come. I can't say how different this experience has been from service I receive from other companies. I keep wanting to believe that this company cares about its customers, but the problems with simple communication are the worst I have ever seen. No resolution. Defective expensive sofa.

Arlene of Naperville, IL October 6, 2009

Purchased sofa and love seat and was assured the fabric was durable. Since I am single and live alone expected the fabric to hold up. Within a year the cushions no longer plumped and then the fabric started to shred. When I called they sent a tech who took pictures and that is the last that I heard from them. It is a shame that they do not stand behind the furniture they sell.

Kay of Upper Marlbor, MD October 5, 2009

Color of leather sectional was not the correct color. Then told by associate and store manager that this was a special order and if I were to re-order it would cost more. This was not my mistake the associate was not honest about the color. Associate gave me the wrong color swatch to take home - stating that the sectional would be this color. (2) Associate and Store Mgr kept implied that people of color can not afford expensive furniture.

Michael of Eudora, KS September 30, 2009

We made the mistake of purchasing a custom fabric-ordered massage-recliner from LZB Gallery in Overland Park, Kansas for 1300 (on sale) in late June of 2009. The chair we got turned out to be considerably inferior in padding-stuffing, framing and overall comfort to store floor model we tested. This can only lead one to suspect that much higher attention is given to the materials and workmanship in store display models. In our case, the rocker-recliner version of the same chair (they did not have a wall-away version in store)seemed very good--we sat in it and got up and down serveral times, then I did a 20-minute straight sit---padding and comfort was good--the padding was resilient and firm--and the 10-motor delux massage system worked well. We were assured that the wall-away version was exactly the same, but with the different base.

I made another mistake by picking up the chair at the store when it arrived from the factory, wrapped in a heavy layer of plastic--I should have unwrapped it and tested the chair before accepting it and loading and taking it away. A few days later when I/we really had a chance to sit in it for more than a minute or two, it was obvious that this new chair was a big problem. Another catch that was not pointed out--a full warranty is only available for 3-days from date of purchace, not date of delivery, which in a custom order will take you 4-5 weeks minimum beyond this warranty...in any event, our new LZB massage-recliner is so lightly stuffed that one is sitting in a vertual box with the front edge of the seat biting into your thighs. The wall-away mechanism is very loosely designed,it rattles and shakes with the slighest movement, and has no detent position so that one can sit upright and wiggle a bit without the chair reclining on its own bit-by-bit. Also there is no way to tighten the recline so that one can sit in a partial reclined position---with movement or wiggle, the chair simply continues to recline to its fullest over about 15 minutes of your sit....

Overall, the chair's framing is also not as solid as the chair tested in the store---our new chair's frame can be flexed side to side by any movement. We had the seat and footrest section replaced by LZB authorized tech (a free-lance repairman working for several brands) and even he said the padding was crap, but that a new seat unit is usually much better since it is custom ordered and not off the assembly line--it wasn't but a hair better. The chair already has a body inprint after only two months of use, and I have to put a 3-in ch thick dense pillow in the seat to be moderately comfortable. YOu can place your little pinky on the chair back or arm and rattle the chair as it moves at least an inch each direction from side to side. The wall-away base also makes the chair about 2 inches lower to the floor, and coupled with the poor padding, makes the chair a bit low sitting and harder for a 6-foot adult to get up and out of....The only feature that is not disappointing is the massage system. Further complaint to LZB customer service has yielded the standard run of phone tag, "forwarded to corporate", "my supervisor will contact you", and "I am informed that your chair meets LZB standards".....We have little or no hope that they will do more that delay and wait me out until I quit contacting them.....but I yet DO have the time to spare to plague them some more!

The odd thing is, our other two-year-old standard LZB rocker-recliner is still comfortable, with thicker, more dense, and more resilient padding---no body imprint or "sitting in a wood box" complaint.....apparently LZB no longer cares about quality or customer satisfaction and likely thinks their huge market is a captured one...I will no longer even think about LZB furniture and will strongly advise all friends, relatives and acquaintences not to purchase any LZB product.

Anthony of Essington, PA September 30, 2009

I purchased a sofa/sleeper on March 4, 2007 from Lazyboy Furniture Galleries for the amount of 1,299.99. On the back rest of the sofa/sleeper is a design pattern of 6 ornamental buttons and 2 pillows with 4 ornamental buttons that project inwards. One button dislodged from the fabric and fell in within the warranty period. The technician needed to replace the fabric because it had unknowingly ripped and reinstall the button in that specific area.

Very shortly after the warranty another button dislodged from the ripped fabric and fell in. Also a button from a pillow had experienced the same thing. The retailor, consumer services and corporate office offered NO help. I predict the remaining 7 buttons will dislodge in the very near future costing much more than the sofa/sleeper {1,299.99). The problem is the fabric is a thin, light duty material NOT compatable with the stressfull pattern design, A thick, heavy duty fabric material should have been recomended and required by Lazyboy.

I was NOT advised, cautioned or warned on the selection of this fabric material. I am 62 years of age and this is my FIRST purchase with Lazyboy. I am very very DISAPPOINTED in the Lazyboy product (sofa/sleeper} and service. I will NEVER ever purchase a Lazyboy product again and I will NEVER ever recomend them to anyone.

The cost to repair one button is approx. 200. to 300. I predict the remaining 7 ornamental buttons will dislodge in the very very near future costing much more than the purchase price of the sopfs/sleeper (1,299.99). These problems should NOT be occurring due to the young age of the sofa/sleeper.

Robert of New Westminster, BC September 23, 2009

While at the store, Jean-Ann Marks, served us. We specifically asked about seat cushion compaction. She assured us that Lazyboy had a one year warrantee on the cushions against compaction. We ordered a model that was one the floor only in a different fabric. When the sofa arrived, it was not built to the same standard as the floor model. The service man came and corrected some of the faults, but not the faulty stitching. Four months later the cushions have compacted to a point that the seats are now at three different levels. When my wife sits on the sofa, she sinks into the cushion and her feet come off the floor.

When next the well rehearsed service man arrives, he tells us that all Lazyboy sofas have compacting problems. After he filed his report, we got a voice message from the service manager who claimed that the compacting and sagging were normal wear, was up to Lazyboy standard, so we shouldn't contact them any further because he was closing the file. Doesn't the consumer have the right to expect more than 4 months service from a sofa that cost over 2500?

joseph of shamong, NJ September 21, 2009

I purchased a massage chair 5-27-08. it has one year warranty for labor, three year on electrical. the heater stop working on 5-24-09. they came out to fix it had to order parts. still did not work. called them again they can out again said had to send out to get fixed. they picked the chair back up. the warehouse said nothing wrong with it and put new parts in.

i got it back on 9-5-09 the heater still does not work. i called becky 7 times with no call back, i did get her today 9-21-09 she told me the warranty is over and will not fix my chair. i have to pay on my self to get it fixed.

Donna of Staten Island, NY September 21, 2009

I received my chair and a half in February, made my 1st call to have it fixed in May, needed a new bottom piece the cushion was shifting in the corners. I called furniture repair to tell them that the spring on the back sprung, was told I couldn't make another service call I had to wait for the other part to come in first, at that time the spring would be looked at.

During the same call I informed them that the couch that I had received in January was having a problem. I couldn't open the recliner while sitting in it. In the middle of August I finally received a call that the part was in. When the service technician looked at the broken spring he said there was nothing he can do and he couldn't put the new part on, he would have to call customer service and notify them of the additional broken piece on the chair, also looked at the couch and took pictures. At this time I have to prop my chair up against a wall just to sit in it.

In July I sent a letter to Lazyboy headquarters customer service and received a letter back saying that it was an isolated case and there was nothing they could do, I needed to continue to work with the Authorized Furniture Repair. On August 10, 2009 I mailed a letter to the President with pictures of my broken furniture and still haven't received a response.

I made a complaint with GE Money Bank and was told by them that my complaint didn't meet the criteria required for a dispute. Therefore, I had to pay for my furniture in full that I can't even use. I will never buy from Layzboy again, and I tell everyone to do the same.

Jill of Newburgh, NY September 18, 2009

Ordered a Sectional Couch, Cocktail table & end table for a sum of around 4,956.31 on 05/25/2009. We gave a Deposit of 1700.00 - To Date we have not received the furniture and have No date as to when we may expect it. We cannot get our deposit back and we were promised the furniture in 8-12 weeks; being told special orders may take up to 16 weeks -

Now past 16 weeks and we are told due to the economy & lay offs our furniture has been delayed - They have given us a loaner couch, but we want the furniture we ordered and over 4 months is ridiculous to wait for furniture. We seem to have no recourse, so we are waiting for our ordered furniture, but will never buy from them again.

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