410 FL-436, Altamonte Springs, FL 32714, USA
Not resolved

Purchased couch, love seat and recliner at La-Z-Boy store in Orlando area in late 2014 including lifetime/extended warranty. Saleswoman sold us on this type of couch being comparatively durable.

In the first 1-2 years the bonded leather significantly wore away. Far beyond reasonable wear. We contacted La-Z-Boy in 2016 or 2017 when it became intolerable...assuming we were covered under the warranty (we paid $ for additional coverage they promoted). Customer Service was awful.

The store and the manufacturer initially referred us back and forth. Finally the manufacturer asked us “did you wipe down the furniture with distilled water and mild soap each month?” They actually blamed it on that not being done regularly enough vs their bonded leather being a poor quality product unsuitable for nice, expensive furniture. Anyway they made some ridiculous offer for us to pay for $ervice & installation and they’d provide a few swaths of the *** bonded-leather (how is that a fix?). We asked for a supervisor to call us back but the call never came.

The photos are worth 1000 words.

We were previously very loyal La-Z-Boy customers. They still actually have a chance to win us back but it would require making this situation significantly right and not just some token gesture.

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Bonded leather is pure junk. It should be illegal to even call it leather IMO.

Gives consumers false confidence in the product. It will peel like that EVERY TIME.


Hello, Thanks for reaching out about your couch, loveseat and recliner. We're so sorry for your frustration regarding the over fading and for the service you've received.

Our team would love the opportunity to further investigate. Please send an email to socialsupport@la-z-boy.com with your name, telephone number and retailer's information.

Please include review number 1323236 in the subject line of your email. Regards, La-Z-Boy


I received a favorable call from Lazboy customer service today. The first good news I’ve heard from them involving this set.

We need to visit the store to confirm what we were told. If the offer is real...we will consider it a fair solution.

And then close out this case. Should know after our store visit in next week or so.

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