Lazboy

Purchased 2 power recliners with upgraded cushions in January, 2024. In November, 2024 the upgraded seat cushion was flattened and was causing back pain from sitting on the chair.

Tech came out and put in an order for a replacement cushion. New cushion was installed and again flattened out in less than a year. Called Lazboy and was told the one year warranty has expired and I would have to pay for repair. The seat cushions are obviously defective and Lazboy will not do anything about this.

The quality of Lazboy furniture has hit bottom.

I have bought a lot of furniture in the past from them but will never purchase anything from them again. I expected a $2500 chair to last several years not several months!

Spent $1,150 on a Randell Wall Recliner. Less than a year later the cushion lost all support.

The chair is like sitting on a park bench. LZB sent a tech to install a 3/4 inch piece of foam under the seat between the spring and the cushion compartment. Made zero difference. Website says 3 Year Warranty on Cushion.

They say it is up to their standard so they will do nothing. The Tech did not sit in the chair before or after he put the foam under the chair (not even in the cushion compartment). If I wanted to sit on a wooden bench I would have bought one. ZERO Stars if it was available.

Sad to have no support for a major purchase. Our last. Buyer beware.

Good store experience as long as you're spending $$. Go back and they just help you back out the front door with a good ole fashioned "nothing we can do here." Bad warranty support and customer service is a smoke screen.

I purchased a power recliner in 2021 from Lazyboy with a serveco total protection with Pet 5 year warranty. Three years later my cats scratched the chair badly.

Lazyboy said this type of damage was covered but serveco after viewing the uploaded info to them decided this was caused from multiple occurrences and rejected my warranty claim.

They never even come out to inspect my chair with should be covered from pet damage. I want a FULL REFUND OF MY $270 WASTED WITH YOUR WORTHLESS COMPANY!

,

NEVER La-z-boy again.

We went furniture shopping in 2023; we were replacing a 15-year-old set of Berkline reclining furniture. Most reclining sets that we were able to see in and around Roanoke, Virginia had gaps between the seat and back rest when reclined.

This was a problem for us. Upon hearing our concerns, the salesman pointed us towards La-z-boy. He added that we could choose the color and the material. We wanted a sofa that all 3 pieces reclined, along with a love seat and recliner.

We were very pleased with the way that the manual recliners allowed you to recline the back rest without having to raise the legs.

We placed the special order for the La-z-boy James set in a stucco color in March 2023. The furniture was delivered in May 2023. As the delivery drivers were bringing the furniture in the door, I stopped them and said that the love seat was damaged. The design stitching on one side of the love seat did not match the other; it was very noticeable that the lines did not match up.

Once the sofa (3 individual pieces) were put together, there were terrible gaps between the pieces. The delivery drivers tried to adjust the sofa pieces and were unable to do so. They said there was a problem with the frame. The delivery staff said they would alert their boss there was a problem when the store reopened, someone would be getting in touch with me.

We met the salesman at the store with pictures when the store opened and let them know how dissatisfied we were.

We had place and paid for a Special order that should have been delivered as expected. The salesman told me that he would get back with me after the repair team had been to look at the set to see what they could do. He reminded me that this was a special order, and it falls into a different category than their normal 30-day return policy. We explained that we understood the difference in the policy, but these pieces were not right!

We told the salesman, one would think a special order would have had more care since it had already been sold. My disappointment with the quality control department at Lazy-boy could not be measured. Someone at Lazy-boy should have seen the problem with the love seat before shipment. Several weeks later, the repair guy came and looked at the set.

He tried to adjust the 3 pieces of the sofa on the frame but could not get the gaps out of them. The love seat, there was nothing he could do short of ordering another seat, that the lines might or might not match the other.

July 2023, the salesman contacted us and said he had gotten it cleared for a full re-selection. We were told that we would be allowed a 1 time exchange. That was nice, because La-z-boy had done a really poor job on the 1st set that was special ordered.

Discussing once again, the concerns with the previous set, the salesman explained to us that the frames for Lazy-boy reclining furniture was made at one factory and the cushions at another and then put together. No longer is the frame and covering done at the same location. Well, no wonder, the cushions did not match up. This helped us decide on a set that the design on the seats weren't noticeable if they didn't match the piece right beside it.

Not an easy feat as so many of the designs sets are made with cushions that have lines that are supposed to look like they are made to fit with the seat next to it.

We chose the Morrison collection from La-z-boy because of the lack of gap between the seat and the back cushion and the feature to recline the back without reclining the legs.

Early September 2023, the sofa and love seat were delivered. They looked good. I say good because the love seat still had issues with the cushions and the chair still had not arrived. We checked out the reclining features of the love seat and the sofa.

All was good. Our recliner was delivered October 5 and all was good. Actually, it was really nice. I emailed our salesman and told him to cancel the request for service for the cushions on the love seat.

My hopes were they would finally relax and look like they belonged together.

November 25, 2023, I emailed our salesman and let him know we needed a service call. The sofa while sitting on it, left arm reclining, the seat is making a loud scraping noise when reclining the back. It sounds as if something is wearing against another part. The repairman came December 1, 2023.

He reclined the sofa so that he could feel/hear what the issue was and then went to the other side raised the leg part of the sofa where he took a picture of the tag underneath so that he could order a new mechanism. While he was here, we asked him to look at the recliner arm and back of the seat. The recliner delivered in October already had an elbow dent in the arm cushion and the back cushion was very flat. The repairman said he could get some more stuffing put in there so that would not happen again and would have it picked up after the holidays.

January 2024, the mechanism came in, and the repairman came out.

The new mechanism was installed (it was a different kind as he had to drill a new hole to install), all seemed great. The chair was picked up the same day. The chair was returned a week later. The stuffing in the back of the seat appears to be holding up well.

The armrest where the elbow dent was, is coming back after a month of use.

February 1, 2024, another email was sent to the salesman as another service call was needed. The side of the sofa that had been repaired with a new mechanism now had a ding sound when reclined. It sounded like a spring being plucked. Within a couple of days, the spring sound went away, but the same grinding sound had returned, and the other side of the sofa is beginning to sound the same way.

The love seat was checked, and it is still as smooth as glass. No one sits on the love seat. Maybe that's why it still sounds as if it is new. You would think that not even being a year old, the same would be said for the sofa.

February 15, 2024, the repair man came to replace the mechanism on the side he had not yet repaired.

I explained to him that the side he had fixed was also doing the same thing again. He told me that he only had one mechanism with him, and if the side he had repaired was doing it again, there wasn't really any reason to try doing the same thing that didn't fix it the first time. He turned the sofa over, he showed us by moving the upper seat back and forth where the noise is coming from. The repairman decided to go to the hardware store to get some lithium grease to put between the track and the rollers to see if that would help.

It did not help. He explained that the design of the mechanism had changed in the last six months; he told me the only way to possibly fix it the way it is now made would require shaving the metal wheel that goes in the track, and that would void my warranty. Well, I can not do that and void the warranty. I did however suggest this possible fix be brought up to the sales rep so he could talk to the engineers that get paid the big bucks.

Our sofa is not working as it did when new, and it is not old now.

By the way, the repairman who worked on this has 25 years of experience with the company we purchased this from.

The repairman was going to let the salesman know what the results were, and we are waiting to hear what can be done, or if we are stuck with a special order sofa that sounds and feels horrible when reclining.

You should never buy a La-z-boy product and in only a few months feel like you purchased a Big Lots item. I would like to think that this is abnormal for La-z-boy, but I am not convinced and not willing to try for number three the next time.