La-Z-Boy Customer Service Issues

I ordered a love seat recliner from the Mesa, AZ store in the first week of March and paid half down. Initially, I was informed it would be ready by the end of July or beginning of August, with two July texts confirming this. However, today is November 4th, and each time we call the store for an update, we're told to wait another two weeks. This repetitive delay is frustrating, making us question if our order was given away. The lack of transparency is disappointing; we feel like we're being misled. Customer service notified us that the chair won't be ready until sometime in December. Will there be further delays? Our only wish is to receive our love seat. - Steve and Nancy K.

I purchased two Greyson leather recliners from Morris Home Furnishings in Dayton, Ohio on 8/25/21, at the price of $[redacted].88 each. Unfortunately, they make a terrible noise when rocking in them. After contacting Morris Furniture in September [redacted], a service company named SAW scheduled an appointment for 10/27/21. The technician advised they needed lubrication but did not have the necessary grease. Subsequent attempts to resolve the issue by ordering new frames were unsuccessful, as the parts never arrived despite assurances. After further communication with the store manager, Bryan Cooper, regarding the canceled order, promises for a resolution have been made but not fulfilled as of today, 12/13/21. Despite repeated attempts to reach out, the response from the store has been lacking. I will be returning to Morris Furniture in hopes of finally resolving this ongoing issue regarding the malfunctioning recliners.

I have been a loyal customer of Lazyboy for many years. Recently, I noticed that the leather material on my office desk chair started peeling off in multiple places. Even though it has been a few years since I purchased the chair and the warranty has likely expired, I am concerned about the issue. I am hesitant to buy another chair from Lazyboy and run into the same problem. The peeling has worsened over time, affecting the arms, seat back, and seat cushion. I would appreciate any insights on what could be causing this issue. Thank you.

My husband's doctor advised him to elevate his feet due to heart issues, so we needed a recliner. We bought one from La-Z-Boy in Cedar Rapids, Iowa, on June 21, [redacted], but it hasn't worked since we set it up on June 23, [redacted]. We called 1-[redacted] for repair, but the earliest they can come is July 26. Waiting almost six weeks for a repair isn't ideal when my husband's health is at stake. We even tried troubleshooting with the store's help, but nothing worked. It's frustrating to have a warranty but still have to wait so long for a fix.

I placed an order for a recliner at the Lazyboy gallery in Sterling, VA on 7/23 with ticket number 20-[redacted]. The store manager informed me that changes must be made before their 7:00 PM ET deadline. I tried contacting the provided number [redacted] for assistance but have been on hold for about 1.5 hours, enduring annoying music and repetitive messages about representatives being busy. I wish to alter the fabric choice from the original #00fLAZF141909-5 to a solid color, specifically the luscious burgundy. The recliner model is the KIMBERLY HIGH LEG RECLINING CHAIR #028916F141909FN007. I'm uncertain of the fabric number for the luscious burgundy but want to avoid the darker burgundy that borders on brown. I want the change to also apply to the extra fabric I ordered. I urge immediate action before the change deadline. The prolonged hold time can be frustrating, and I suggest hiring more customer service staff to handle the high call volumes. Thank you, Jan Rein P.S. I'm a long-time Lazyboy customer and have never encountered such difficulties before in my thirty years of purchases.

Hello, I am M. Matthews. On February 5th, we bought a floor model Finley Gray Leather recliner with Remote, Lumbar, and Headrest options and an extended warranty. Despite some scuffs, we were happy. We ordered two matching sofas that had issues. The recliner had problems with the back and creaking. After several attempts, a new chair is coming in October. The first sofa had popping stitches and a board poking out. I did not like the second sofa either. My 15-year-old Bassett furniture in the basement is in better condition. I'm disappointed in the quality of the Lazy Boy furniture. I want all the furniture gone and a refund. I spent $[redacted].82 on the chair and approximately $[redacted] on the sofa. Please contact Lazy Boy in Fredericksburg, VA, cancel the replacements, and refund my money. I need quality leather furniture promptly. Lazy Boy's quality is lacking, and they keep sending replacements. I hope for a resolution. Thank you, M. Matthews

We received our first Jay power reclining sofa from Boscov's in Exton, PA on 12/11/20, which was damaged. The sofa was replaced, and a new one arrived on 03/4/20. After 20 months of use, my wife and I, both seniors, noticed the left side near the arm was starting to sink. Boscov's sent a service technician who inspected it and recommended a new upholstered seat, but that part is out of warranty. They quoted $[redacted] for the cushion replacement, but they would cover the service. We feel it's unfair as we are not heavy and not causing the sinking. We believe the cushion should not sink in just 20 months. Maybe Lazy Boy can assist. Thank you.

I've had a La-Z-Boy power recliner for less than six months, and the control panel seems to have failed. I've had conflicting information from customer support in both Knoxville and Atlanta. After leaving multiple voicemails, I spoke with a rep named Angel who provided some clarity. I was under the impression I could return the defective electronic components to the Knoxville store, but the service department there was unhelpful unless I brought in the entire chair. The service manager was vague about the repair process, including the timeframe and destination for the chair. During the sale, I felt pressured to buy the total care protection plan and was given limited information on delivery costs. I'm frustrated with the lack of transparency and communication in resolving these issues. - M.

I bought an office chair recliner back in [redacted]. Unfortunately, the stand/legs and internal mechanism are broken, along with some wires. I've learned that Lazy-Boy no longer sells this model. I'm willing to replace it with a similar chair. I no longer have the receipt. Previously, I was advised to send in the chair's top for replacement, but I didn't act on it. I'm now wondering if there's anything I can do. Thank you.

I bought an expensive power recliner two weeks ago at the Gurnee, IL showroom for my daughter's recovery from rotator cuff surgery. Unfortunately, the chair stopped working after less than two weeks, and I found a spring underneath it. When calling for a warranty repair, I was on hold for over 20 minutes and had to leave my number for a callback. The store was not able to provide any other contact information for assistance. I'm frustrated with the lack of support and may have to seek an independent repair solution if this is not resolved promptly.

I purchased a swivel office chair in February of this year, and a wheel came off. I contacted the store where I bought it, who directed me to True Innovations. After multiple emails and requests for pictures, they couldn't find the part. Finally, I was told it's a CaseGoods chair, not theirs. I'm now on hold with Comfort Care at [redacted], waiting for over 10 minutes. I left messages at various numbers, including the store at [redacted] Berlin Tpke, Newington, Ct. The manufacturer was labeled beneath the chair, something your staff should have noticed. I want the necessary part or a replacement chair. I paid $[redacted].00 for it minus a discount and expect it to last longer than three months. Please reach me at [redacted] to assist.

My sofa malfunctioned and is scheduled for replacement. However, there seems to be an issue with the delivery address. After waiting nearly a month for the replacement, the store used an old address from 6 years ago instead of verifying my current one in Novi. The delivery is set for today between 2:15 to 5:15, but the sofa is headed to the old address. It's frustrating that despite the error being the store's fault for not updating my address correctly, no one seems able to resolve the issue to have my sofa delivered to the correct location. I can't dedicate entire days to waiting for deliveries, and this situation is disappointing and reflects poorly on the company's organization and communication with their delivery team.

After speaking with a Comfort Care representative, we were advised that our four-year-old couch needed a new sleeper pull-out bed. Despite the five-year warranty, they never returned to complete the replacement. Unfortunately, amidst this process, my husband passed away, causing me to lose track of the timeline. The metal pulley rods on the sides of the sleeper sofa bed have broken, causing the bed to sink when we sit on it, despite adding extra thick cushions. I am hoping to have the entire assembly replaced, as promised by Comfort Care.

The sectional was delivered in October [redacted], but issues with fabric wrinkling, fit, and wear arose. One cushion is noticeably better than the others and has become known as the "good cushion" by visitors. Despite contacting the store and service department, communication has been challenging. The service manager, Dominique, has been unresponsive despite multiple attempts to address the problems. After several service visits and failed attempts to resolve the issues, including rebuilding parts of the sectional, no satisfactory solution was provided. When reaching out to Comfort Care and the local store manager, Kelly Eaton, the responses were ultimately unhelpful. Frustratingly, it seems like a cycle of referrals with no concrete resolutions. The contrasting quality of the "good cushion" has been highlighted, which stands out from the rest of the sectional. The hope was for better service and products from such a reputable brand.

We own a sofa and love seat from La-Z-Boy in Colorado that is 4.5 years old. The love seat's right side has stopped working. After calling La-Z-Boy, a repairman visited but didn't have the necessary parts, charging $[redacted] for the visit. Following up, we were informed that the part would cost $[redacted], even though we purchased a five-year warranty with the set. A visit to the store a year ago with my daughter revealed they no longer honor the warranty. Despite our prior understanding of the warranty's coverage, we now find out no parts or labor expenses are included, making us question the value of the warranty. Initially, the warranty seemed promising, but the current situation is disappointing. I have taken pictures of the damages, as requested, however, they are minimal.

I placed an order for furniture at your Gainesville store on June 29, [redacted]. We requested fabric samples for each item, including two for the sofa and chairs. Our sales ticket number is 61-[redacted]. We were assured by our salesperson that the samples would arrive within two to three weeks, but it has now been over a month. When my wife called the store to inquire about the samples, she was informed that our designer, Kristen English, was on vacation. My wife then asked to speak with Kristen's supervisor for assistance, but the store manager, Leslie Cook, mentioned there was no record of the samples being ordered. She advised my wife to order them online herself, as she couldn't help. The interaction was unpleasant as the manager was unhelpful and my wife remained cordial yet persistent. The manager's attitude was disappointing considering the significant amount we spent on our order.

A few years ago, I purchased my 4th recliner, a leather one. Having used Lazy Boy recliners for over 40 years without issues aside from spring replacements, I was expecting this one to be just as durable. Unfortunately, this latest Lazy Boy has been disappointing. Despite being leather, it's developing wear in areas that don't even come into contact with me. There are worn spots that are now visible, prompting me to consider buying a chair cover to hide the wear. This experience has led me to decide that I will not be purchasing another Lazy Boy recliner in the future.