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:

linda of windham, NH September 15, 2009

Leather couch and loveseat purchased in April--Noticed a tear last month where there are 4 seams coming together. Called service center, assessor came out and when i called the service center i was told that they thought it was cutomer induced.

This was not customer induced--it's a bad design and is ripping in the only spot that the couch is used(this is the side that i sit on).I called back on 8/31 and they referred it to thier quality area and i'm still waiting.This is unacceptable.The design is obviously flawed--when i asked for a copy of the assessor's report i was told that it was confidential.This is not right.

This was financed with the company that they do business with and i have over 1100 left to pay on a couch that's 4 months old with a tear.I want this tear fixed at thier expense.The brand name has always meant quality but they've lost a good customer since they're obviously selling inferior products that they don't back up on thier warranties!!

Sheldon of Cleveland, OH September 14, 2009

In May 09 we ordered a matching sofa and love seat for our family room. They were finally ready for delivery at the end of July, and from the first day we have had 2 problems plus other irritations.

First, one piece has 2 sections and the other has 3--4 of the 5 sections recline. The problem is that there are spaces between them--the wall behind can be seen.

Second, the material has shiney patches where people have sat. Rubbing the material in the opposite direction helps in some areas and not others. In fact, on the love seat, there was a hand print looking area from delivery that has never gone away.

Then there is the over-all quality. The material sown in the back of the love seat is stretched so tight around the frame that you can see through it. Other material on the back of both pieces is merely held down by velcro and, for nearly 3000 is weighted down by strips of cheap card board.

So, we contacted the store where we bought it--the one at Harvard Square near Cleveland, Ohio. They sent out one of their people who took photos of the material. He sent the photos to the factory who responded by saying "this is normal wear and tear". The store is now contacting the District Manager, but I don't have a good feeling about this---small claims court seems to be in our future :(

johnny of Noble, OK September 9, 2009

I purchaed a big man lazy boy reclin er 6 years ago and ever since I have it I have had problems with it mostly with the base where it attaches to the chair. Everytime I take the chair in to the within six months I am taking it back to get fixed again. I have taken it bac 8 times in the six years that I have had it.

It is just irritating that they cannot fix it right and get it right. They have refused me another chair and have gotten rude tih either me or my wife on several occasions when confonted about swapping the chair out for another one. I am not seeking any legal action just want to right a wrong.

J of Kirkland, WA September 4, 2009

Jan 2009 I was told by phone that they had in stock the sofa i liked on internet that i could get it faster through the store, that they could get it to me in a weeks time. First of Feb I went in store sat in the floor model and ordered couch and love seat, in the basic brown leather. NOT A CUSTOM LEMON YELLOW, SKY BLUE, just Brown and they now said 6 to 8 weeks but maybe more like 4 to 6.

Come May still no furniture they dont know us lost our paperwork, called Michigan they hide behind it is a franchise we dont care we dont have to attitude yet sold lisencing rights to the TOLLE FURNITURE Company so I dispute on my VISA AND BANK OF AMERICA AND VISA now say OK. then Tolle lies and has a delivery date and a forged signature to having it shipped to me on time.

JUNE 18th and i get the couch because it is disputed on visa I take a check for the amount of couch. VISA recharges me the 4,490 So I am out 6,600 and the couch they brought HALF works one side does NOT recline and it is UNCOMFORTABLE and the Pillow foam is broken down. looks 4 to 5 years OLD.

Had since June 18. CAN"T BELIEVE VISA bought their lies. Then Tolle Files Bankrupcty so I in the meantime bought 2 chairs and now i am being told I can have an in store credit. I heard MANY seniors that buy recliners were also taken advantage. LAZYBOY in Michiagan the Corp says the Owners STOLE the money and there is nothing they can do. They knew in Dec/ customers were NOT getting their money and they kept saying NOT THEIR FAULT. it is a franchise. WHAT IS THE TRUTH. Where is Washington State AG office?

I know have paid 4,490 on VISA 2,100 by check and have 1 broken piece of furniture and I bought 2 other chairs. WORST PURCHASE IN MY 50 years. I had Banked at SEAFIRST NOW B OF A SINCE 1961. I wont bank there any longer due to them not treating me fair. I SUBMITTED THE PAPER WORK FOR THE DISPUTE IN TIME AND ALSO THAT OF THE ORDER. THEY SIDED WITH A COMPANY GOING BANKRUPT THE NEXT MONTH.

Richard of Renton, WA August 25, 2009

I special ordered a chair on 30 April 2009. I was assured that it would be here in about 6 weeks. In less than a week it will be 4 months. On 30 June 2009, I called the Lazboy store where I purchased the order (2 months earlier) I was assured, again, that my chair would be shipped on the 27th of July.

Today I called the store again, and I was told that my chair order has yet to be processed in the future. Highly Elavated Blood pressure. Total Disgust with Lazboy. Generally having realized that working with Lazboy has been a very unpleasant and not-so-very-fun outfit to deal will.

Retta of Mesa, AZ August 25, 2009

On 8-14-2009 we purchased 2 chairs from the store at 1430 S. Power Road in Mesa. They are blue leather. We were told by the salesman, Eric Roberts, that the chairs would be in the store on Tuesday, 8-12-2009 and we could pick them up. We had made arrangements with a friend to borrow their pickup to pick up the chairs.

I called the store and asked if the chairs were there and I was told No and they would be there until Tuesday 9-25-2009. I talked to Mr. Roberts and he said due to the mixup the chairs would be delivered to us free of chaire and that the delivery truck that would be coming from the warehouse would come first thing to my home and bring the chairs. I called the store and was told no one knew anything about the chairs, delivery etc and I ask to speak to a supervisor and was told there was no one in the store but they would Mr. Roberts and he would call me back.

After waiting and waiting I got in my car and drove to the store. Mr. Roberts was there and he tried to "explain" all this away and that he had just called my home and left me a message that the chairs would be delivered Thursday. No one ask me if that was a time I would be home and further more I do not want to wait any longer for the chairs. He then started telling me that he would get the chairs to me today by 4 p.m.

I had recommended to a friend [this] store and they purchased 2 chairs from the same man and they are having the same problem. Either [they] have the chairs or [they] don't. I told him if the chairs are not in my house at 4 p.m. the sale will be canceled I don't need emply promises I need chairs to sit on.

Dan of No. WIldwood, NJ August 24, 2009

Purchased a La-Z- boy rocker recliner in March after seeing one in a La-z-boy store. This was a high seat rocker and felt very comfortable in the store. At first my FEET did not touch the floor on this rocker? Thought it weired called La-z-boy and they said that is normal but should come down some when the seat flattens out. Oh well.

Then a few weeks later I started hearing squaking when anyone rocked. It got worse and worse. Alos the seat seemed not to fit right??? By this time I had had enough. I called and it took two appointments and several weeks to findly have a tech come out who shook his head upon seeing this and his feet also did not touch the floor!!! He took pictures worked on it for almost an hour and wanted to order the following parts. A new seat. Left and Right swing assembly and 1 rocker base and he would bring new hardware to fix the squeak! THIS IS REDICULOUS.

This is a 1000 piece I thought would last me as long as my Lane rocker recliner swivel base unit I had for 10 years! They will not exchange this piece of JUNK! I have to wait until major surgery is performed. Talked with their Robotic customer relations and now I can see why these type of positions should be taken by automated answering machines

Frank of Seattle, WA August 21, 2009

Bought two recliner chairs for 1207.35 on 6/18/09 with a down payment of 600.00. We were told of six to eight weeks for delivery, To date no receival of our chairs and unable to contact the sales address. Their In -Box is full. Very discusting for retired persons.

Patrick of Seattle, WA August 21, 2009

I ordered a sectional sofa from La-Z-Boy June 1, 2009 for 3798 and paid half (1899)at time of sale. I was told it would take 8 to 10 weeks. I contacted Monique Sivells the Manager of the store I ordered from after about 8 weeks and was told there was no way to track to order but that she should have more information soon. I waited another week and called, she had no inormation for me. I called the following week and she said she would get back to me that day. Her tone was abrupt which suprised me as we had up to that time had a friendly relastionship. By late afternoon I had not heard from her and was getting the feeling I was getting the run around so I drove down to the store. Monique was on the phone and avoided looking at me. I inquired about my order to a sales associate, she briefly got on the computer then told me it was too late in the day to look up the order and as it was a Friday afternoon I would have to wait until the following week.

At this point I blew up, yelled at them for their terrible customer realtions and stormed out. I called the follwing week only to get a message that said they were closed for inventory. Later I find out that the stores are not run by La-Z-Boy but are franchises and that La-Z-Boy and the franchise owner are suing each other. I still have no idea if my order has even been sent in, I have an empty living room and no sofa. Am I out my 1900? If La-Z-Boy cared about thier customers you would think they would try to contact us and try to explain what is going on! I am a resonable person but enough is enough. All I have gotten from them is the run around!! I want answers.

Christina of Riverview, FL August 19, 2009

We bought a sofa and love seat on 6-6-09 and were informed by the sales associate it would take 4-8 weeks, more like 4 and it rarely goes over 8. We were moving into our new house on 7-16-09 so we had time to wait. The week we moved into our house we called on status (because the associate never called to update us) and were told both items were not even in production. We were told possibly 8 weeks exactly.

Eight weeks came and we called the associate on a Tuesday who said she'd check the order status and call back that day. Thursday came and still no call so I became irritated and called to speak to the manager- actually received his email. My parents, fiance, and myself all emailed the manager. He responded the next day and basically said it's a 'special order item' and could take 8 weeks and he was sorry we didn't receive a call. The order wasn't special, it's a couch and love seat they had on the floor- I saw three stores in Tampa with these.

I received a call a week later, now this is probably the last week of July, and the associate said he items were going to shop Aug 10th and arrive on the 20th; she said she would call with more news as she received it.

Today is the 19th of August and I called for status. The associate said she's not even sure if the items shipped and would call back. I spoke with her at 1 and at 5:30 when I got off work I called and she was gone for the day. I spoke to a manager- actually started screaming obscenities and threatened to show up today shooting employees. The manager said he’d check status and cal back.

I did receive 10% back in July but I am not satisfied. I can't get a straight answer on what the delay is and the associate is a really irritating me. I plan to go in this weekend and say something to her directly. If I was informed on what was going on, I wouldn't be so upset. This store has NO communication with its production center. I paid over 2k for 2 items and the couch hasn't even been put into production.

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