Anonymous
map-marker Cleveland, Ohio

Refund

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I have sent pictures and copies to Melinda Whittington who is the CEO of the lazy boy. So they continue to send me pieces to repair the chair and they still want me to use an independent contractor and it's just too easy for these characters or crooks and liars. Whatever they send me I send it into the Ohio attorney general office and the Michigan attorney general office. This company is not trustworthy and they are still sending me crap and cheap pieces. It makes a lot of sense for them to refund me my money instead of sending me junk pieces.
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User's recommendation: go to another store.

Anonymous
map-marker Philadelphia, Pennsylvania

Disappointed Customer!

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SERVICE COMMUNICATION! Im totally disappointed!! If I hadnt called to check on this scheduled appointment LAZY BOY wouldve had me sitting until COB TODAY! What is up with that?
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User's recommendation: Don’t rely on timely service appointments!

Susan G Msn

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Verified Reviewer
| map-marker Burlingame, California

Waiting on furniture since January

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Order living furniture in January. We have not yet received it. Don't use lazy boy. Nobody has any information on when it will be ready.
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1 comment
Sally F Uek

I ordered mine in Feb 2021. No Furniture yet & Can't get anyone to return my calls.

Ana S Stt
map-marker Indianapolis, Indiana

Horrible service

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3 technician visits to fix a chair delivered unable to be used. Then when the good parts were finally delivered, blown off of two confirmed appointments. Better Business Bureau involved. End result is we Do may receive a new chair next year or over 18 months after bad chair delivered. Service from beginning of warranty saga has been rude, incompetent, just plain bad.
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Loss:
$2
Pros:
  • Look nice
  • Looks good with supposed adjustablility

Preferred solution: Deliver product or service ordered

User's recommendation: 1. do not buy, 2. do not give any deposit for items that may never be delivered, 3. Do not accept anything less than a perfect product and hope it will last., 4. Do not count on any warranty work.

Anonymous
map-marker Cave Springs, Arkansas

Will not honor warranty

Cushions have lost resiliency, ordered love set with memory foam (special order) in less than a year cushions are vary uncomfortable, also purchased furniture 5 year protection plan. Called La Z Boy store to let them know we had a problem, we were told to call a third party for warranty claim , after calling we were told that we would not get any warranty on our love seat. Paid $130.00 for protection plan and it seems to be a waste of money!!!!!!!!!! BEWARE OF La Z Boy PRODUCTS AND WARRANTIES DO NOT PAY FOR PROTECTION PLAN THAT STEALS YOUR MONEY
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User's recommendation: BEWARE OF LA Z BOY PRODUCTS&WARRANTIES

Eileen J Axv

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Verified Reviewer
| map-marker Montague Township, New Jersey

I sent a complaint about customer service

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You emailed me to assure that my complaint was received by lazy boy furniture company, but they never responded!
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User's recommendation: Dont bother

RogerandVicky F
map-marker Charleston, West Virginia

Unprofessional employees and managers, quality of the recliner

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Purchased a recliner in Feb 2021 and delivered 5/28/21. After a month the chair fabric started "shedding". Nothing was never done. No calls from La-z-boy but I called to verify why we were not hearing from them. Called approximately 12 times and instead of fixing our chair they decided to refund all but 15% re-stocking fee. Manager tried to tell us we shouldn't sleep in it. My husband, when he can't sleep he gets in his recliner, kicks back and watches TV and falls asleep. I've bought 5 recliners, 2 sofas, 2 love seats, dining room stools, and get yelled at by a manager because nobody for months would not answer our calls and concerns. No more will I buy and I will tell those I know not to go to La-z-boy because the service is awful.
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Loss:
$228
Cons:
  • Unprofessional
  • Service
  • Not willing to help

Preferred solution: Apology

User's recommendation: Stay away, go elsewhere

Sanda P
map-marker Baton Rouge, Louisiana

Problem with product

Recliner was delivered 1 week ago. Was unable to use until right away because he was sick in the hospital but I have sat in the chair is the last four days and gradually its sucking in and has a ring in the center of like suctioned your butt like if you were sitting m mom toilet for a while somethings wrong with it so I need to exchange it for a different chair or something else because its not gonna work out ph# 225274****
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Preferred solution: Exchange for different styles

Debra C Rza

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Verified Reviewer
| map-marker Yonkers, New York

Broken/missing/incorrect furniture, disastrous delivery, poor customer service

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I ordered a sectional and two recliners in November of 2020. The order was late, repeatedly, without any info or update regarding my purchase.

Finally, I was called, and my furniture was delivered around the 15th of April 2021. I realize we were in the middle of a pandemic; however, someone should have contacted me regarding the tardiness of my order. I was given three separate times for delivery that day. None were correct.

A massive delivery truck arrived around 2-230pm. There was a tremendous language barrier to say the least. The driver of the truck was attempting to back into my double driveway, which was frighteningly unsuccessful. The driver backed into my 60-year-old tree and proceeded forward into a neighbors car across the street!!!

The police were called, it was disastrous!!! After all of that, my order was incorrect. They delivered three chairs. One was correct, one was incorrect, and the third was correct, but arrived broken.

The left-hand portion of my sectional was also missing. The deliverymen were at my home for over four hours; leaving the corner piece of my sectional in my hallway, because they did not know how to maneuver it into my apartment (which took another few days for representatives from the Hartsdale store to properly bring the piece into my home, without any problems). It took another two months for the missing and broken items to arrive. The left-hand portion of the sectional arrived along with my second recliner.

When the second recliner was put together, it appeared crooked to me, but the delivery man said it was not. When he programmed the chair, the chair reclined and closed. No one was sitting in the chair when this was done. When the deliverymen left, I went to recline in the chair.

The chair made a creaking, crunching noise and I was unable to bring the chair back to its original position. This happened 4 minutes after the delivery men left. I called the store and service immediately and was told once they left, they left and that they could not come back. I wanted the chair to be picked up and taken back.

After several phone calls and not getting anywhere, I had no choice, but to accept a July 9th service date. I had two doctors appointments scheduled for that day, but to accommodate this delivery time, I was forced to cancel these appointments to wait for the delivery. After waiting one hour and 50 minutes, the repairman called to say he would be at least another 40 minutes, which was 30 minutes passed my original two-hour delivery window, because he was stuck on at a job in Rockland County. I then told him I could not wait passed 11:30, as it would have made me late for a third appointment.

I called the Hartsdale store to speak to Jeremey, the manager who I bought the furniture from, and he was off. George, the salesman I ended up speaking with, said there was nothing they could to do expedite another service date and that I had to wait for service to call me. Several hours later, I received a call from service saying that the soonest date for service would now be July 31st. At this point, I was extremely upset.

I have waited 8 months for furniture that I spent over $10,000 for and have been inconvenienced repeatedly.

After spending all this money and having to deal with all the above mentioned, I should have been treated better and made a priority when rescheduling deliveries and arranging service appointments. I believe I should be compensated in some way at this time.LooShosLoo

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Preferred solution: Let the company propose a solution

User's recommendation: Shop Elsewhere!

Christine S Xji

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Verified Reviewer
| map-marker Cumberland, Rhode Island

Dissatisfaction

Waiting 6 months for repair of factory defect! Contacted in July 2021 canceled appointment in November by them. New appointment date January 2022. Unacceptable and totally dissatisfied
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Preferred solution: Apology

Anonymous
map-marker Brecksville, Ohio

Schedule service

My chair has been broken for more months than I have owned it. This is ridiculous. You shipped three boxes of parts to my apartment months ago and still haven't come to fix it
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Ardelle Y

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Verified Reviewer

Misrepresentation-return limitations

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At no time was the return policy limitations discussed or mentioned. Just told to read the papers. Return policy on beds, dog beds, outdoor furniture is comparable to other retailers. Return of living room furniture is limited to 3 days from delivery.
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Pros:
  • Warranty
Cons:
  • Customer service results
  • Exchange return policy

Preferred solution: Exchange of furniture that fits the needs of our family. We will take the loss of restock charges, etc.

User's recommendation: BEWARE

Frank Z Plg

Poor workmanship and service

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we purchased two lazy boy leather power recliners in July, 2021.

over the past forty years we have had a number of Lazy Boy products, sofas, recliners,etc. Shortly after receiving the chairs, the rocking mechanism on both chairs starting making weird, scraping and grinding noises.

When reclining the grinding noise became unsettling. A service tech came out several weeks ago and his solution was for us to purchase a couple of rubber backed throw rugs, since we have hardwood floors. After spending an additional $100. for the two rugs, the noise was still as loud and irritating as ever.

The sales rep who made a very nice commission on the $4200. sale won't even speak with us, referring us to the manager who also acts as service coordinator. Nothing has been done and we are extremely disappointed that Lazy Boy will not stand behind their products. We are almost 80 and simply cannot afford to lose the money spent on the poor merchandise they are peddling.

In addition, we paid almost $200.

for an extended warranty. Any suggestions on how best to resolve this situation would be appreciated.

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Pros:
  • Quality is less than expected
Cons:
  • Quality of product is lacking

Preferred solution: Let the company propose a solution

User's recommendation: Avoid Lazy Boy products, they are no longer the quality company they once were.

Anonymous
map-marker Honeoye Falls, New York

Still waiting over 9 months after order

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Keep getting different date for furniture ordered over 9 months ago, managers don't call back when we request to speak with one, the worst customer service we have ever experienced and will never purchase from them again.
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User's recommendation: Buy from anywhere but here!

Thomas S Yel

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Verified Reviewer
| map-marker San Antonio, Texas

Defective manufacturing

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I bought a custom couch from lay Z Boy Furniture. WE paid over 2000.00 We are an elderly couple, no kids or animals The couch is in a living room we RARELY use. If we sat on the 10 times in the last 4 years, that's a lot. NO reason it should break down. THE frame and springs broke through the bottom when my cousin came to visit, not a HUGE woman. I feel it was shoddy workmanship from the manufacturer, The covering looks brand new. Now I am responsible to take the couch to their repair shop, or pay $125.00, service fee, PLUS pay for the repairs, not sure how much that will be. The frame and springs are lifetime warranty, labor not included. I am 69 years old and must depend on others to help me move this couch. PLEASE ADVISE
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Loss:
$2000

Preferred solution: pay to repair the item or get me a new one.

User's recommendation: Do not buy from Lay Z Boy.

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