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.