Complain about a product or service

La-Z-Boy - "Lifetime Guarantee"

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

Jayme of Joliet IL (2/17/03):
In Feb. 2000 we purchased a couch, loveseat and recliner from La-Z-Boy. One of the things that we liked was the "lifetime guarantee". Feb. of 2002 I called to get our recliner fixed. The reclining part will not open or close without difficulty. I had to call many times and no one would come fix our furniture. And I was informed that if the damage was due to the structure La-Z-Boy would cover the costs after we pay $45 an hour.

It wasn't until I realized that a girl in my class worked at La-Z-Boy that I was able to get my recliner fixed. Unfortunately, my friend no longer works there and the recliner is again broken and much worse this time. I have called La-Z-Boy every week for the past 6 weeks and no one will help me. They keep saying that they will call me back, they will let the servicer know, etc. Finally, I got fed up and spoke with the assistant manager Ozzie, who proceeded to call me a liar, yelled at me, then hung up on me.

Mary of Batavia OH (6/17/03):
I bought my recliner on 1/30/98 from the Ohio Pike store. The recliner/rocker broke. I then called the Ohio Pike store, which told me to call a repair shop in Cincinnati. I know the warranty had expired but thought for $1500 should not have broken in 5 years time anyway. I called the repair store and said I would like to have it fixed anyway. I loaded the recliner myself and proceeded to take it to the shop. The shop then called me to say that the rocker base and springs needed to be replaced, which would be about $30.00. I said that was fine go ahead and fix it. They replied it would be 1 week which has turned out to be almost 4 weeks and I still have no recliner and no word on when my recliner will be fixed.

I took the recliner to be repaired on 5/23/03, I still have no word today which is 6/17/03 when my recliner will be done. The parts for it haven't even come in yet! I have a terminally ill sister with cancer that is staying with me and that recliner is the only comfortable chair she can rest in. All I want in my recliner back repaired.

Janelle of Olathe, KS, writes (6/15/01):
I called the store where I bought my furniture and described my complaint about a seam pulling apart on the couch. Martin R gave me Bill's number to call and talk with him about getting it fixed. I told him what was wrong he looked me up in the computer and said basically he was sorry but the warranty had run out on the fabric. This furniture was bought with cash in March of 1999. The total was $2871.46 and is just 2 years old and is already pulling apart.

I can have it hand-sewn but they will have to haul it out to the shop and not only do I have to pay for the couch to get sewn but I have to pay a pick-up and delivery charge. I am so tired of paying good hard-earned money for things and you have to pay even more to have any kind of service. I should remember that if a warranty is only for one year you can bet it won't last more than two. I am extremely upset and disappointed in La-Z-Boy and their unwillingness to satisfy my frustration by making this good. If this furniture was being abused by small kids and dogs I could understand but it is not even used very much and we are all adults in the house.

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