Lazboy

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.

February 5, 2024

Part 2

Asked to leave the store.

On February 2nd, 2014, my wife and I went to La Z Boy furniture store. Stevens Creek Blvd., San Jose, CA to follow up on issues regarding my recliner.

The recliner was purchased on June 11th, 2023. We spoke with the store manager and requested a progress report on the work requested on my recliner. I have not received any communication for weeks regarding any progress. I mentioned to the store manager I mailed a letter to La Z Boy headquarters in Monroe, MI., about the customer service and the nonexistent communication.

I also mailed a copy to the store manager as a professional courtesy, so he would not be blindsided when he heard about the letter. Not only that, but I asked the manager if he received the letter. I gave him a copy of the letter. My wife and I were advised by the store manager that he seldom reads his emails and with the amount of daily mail, he seldom had time to read the mail.

I asked for an update on getting the materials for my recliner issues. He stated that as of two weeks ago, there was nothing for or on my recliner. On January 30, 2024, while conducting my La Z Boy research, I noticed San Jose had a La Z Boy Headquarters/ distribution center on Lenfest Road. I stopped by the San Jose office and share my La Z Boy concerns and gave the person who was helping me a copy of the letter I mailed to the Michigan headquarters.

I left a letter for the area manager who oversees the store in question. The person at the desk stated they wanted to look at our account to see if there were any notations referring to my recliner issues. There were notes about my recliner arms and seat cushion. One seat cushion had been exchanged with the same cushion that was being replaced.

There were notes about the recliner arms referring to the material that was addressed. The person at the desk stated that they could take my order and pass it on to the store manager where the recliner had been purchased, the Stevens Creek Blvd store. Unbeknownst to the store manager who had no knowledge of my research until the issue came up about my recliner issues at the store on February 1, 2024. My wife and I were told by the store manager that he had spoken with his manager and no refunds would be forthcoming.

This statement has been mentioned several times. My only concern was to verify the status of work to be done on my recliner. Professional courtesy dictated that I share my findings from the La Z Boy, San Jose headquarters / distribution center so the manager at the Stevens Creek Blvd store would not get blindsided by the information I received. There were orders for arm covering and seat cushions for my recliner, which would be emailed to the purchasing store for approval.

After hearing this information, the store managers' attitude changed to hostility. I was accused of playing games. At that point, I was asked to leave the store. My wife and I left the store not knowing why I was asked to leave.

My wife was not asked to leave the store. We came together. We left together. We left La Z Boy and drove home.

Within the hour, the La Z Boy store Manager called. He stated something to the effect that he didn't want to play games. He stated that he had made a decision to give us a full refund. Not only that, but he stated that he made the decision, and the refund would resolve the issue.

My response was," is this how you want to handle this issue"? All I wanted was my recliner with the needed repairs. He restated, he had made the decision to end this with a full refund. The recliner was picked up on February 5, 2024.

In the beginning of my recliner issues, I mentioned to the store manager, if the modifications issues regarding my recliner were not possible, no problem! You get your chair. I get my refund. The store manager asked me to allow him time to do his job.

As a customer, I wanted to be fair and let him do his job. On February 1, 2024, with no communication from La Z Boy regarding my recliner. My wife and I stopped by the Stevens Creek Blvd store. We spoke to the store manager.

Several minutes into the conversation, I was asked to leave the store. Why I was asked to leave the store is at this point unknown. Being asked to leave La Z Boy store was a shock. First time I have been asked to leave any store anywhere in a long time.

The last time I was about 8 years old. Blacks had to use the back door, black and white drinking fountains and schools were segregated. Seventy years later in a La Z Boy store in California, Discrimination, based on a specifically protected class of people.

With no explanation for why I was asked to leave the store, it felt like I was 8 years old again.

Robert A. Barber

I spent over 2k on a power recliner and it has been broken and unusable over 50% of the time. I paid for a lifetime warranty so the only recourse the customer service department will provide is to keep fixing the same broken part repeatedly.

I just want another chair but they refuse. So I have to call and schedule yet another service call for them to come pick up the chair and replace the same plastic piece.

They must not care about having repeat business or customer satisfaction. I would never ever consider purchasing another la z boy item and will tell everyone I know looking for furniture to run as far away from these con artists as possible.

Struggling to get any response whatsoever from my local LaZBoy store where furniture was purchased after several weeks involving many emails which included pictures of the issue I have with the purchase lumpy cushionson one piece. Im very concerned it will not hold up over time since its less than stellar now.

Finally talked to someone at Corporate Care today who is scheduling a technician to come out and assess the problem. Lots of stalling from LaZBoy to stand behind their product. Delivery was not good$299 then driver refused to take some of the plastic wrap and threw it in my yard when he left. I also paid $599 for fabric care warrantyhope the warranty also covers their lousy cheap cushions, too.

Way overpriced for everything considering the quality.

Im not even certain I got a new piece of furnitureit may be floor models. Extremely unhappy with LaZBoy.

Part 1

January 17, 2024

Happy New Year, Brian,

San Jose, CA La Z Boy store manager,

.

I wanted to keep you in the loop regarding our recliner issue. We haven't heard anything about the seat cushion or the replacement appointment. I share with you this letter I sent to lazboy customer service, Michigan. I feel, you have a need to know. So, you're not blindsided.

Have a great today,

Robert A. Barber

January 16, 2024

Good evening, Annazean

Customer Service Representative.

La Z Boy Residential

One La Z Boy Drive

Monroe, Michigan 48162

Happy New Year!

Thank you for your response to my issue regarding my recliner. My issues are not to complain in any way about the customer service we received and continue to receive from Lazy Boy. The store manager, Brian Hernandez, and associates, 3529 Stevens Creek Blvd. San Jose, CA. Good customer service!!

Our journey started in June 2023. I wanted a recliner for my birthday. My wife suggested lazy boy. She had recently bought a sofa from Lazy Boy. As we entered the store. The atmosphere was relaxing. No problems. We looked around before we were approached. Once I found the recliner, we sat with the associate discussing the chair in question. The recliner in question was purchased. A security deposit was explained and accepted. We were advised the chair would take approximately three to four months before delivery. On September 15, 2023, we were notified that the recliner was ready for delivery. The chair balance was paid. The recliner was delivered September 21, 2023.

I briefly gave the recliner a once over for flaws before the delivery team left. We were advised that once the delivery team left, if any flaws were found, we needed to notify the store of purchase. When the delivery team left, I gave the chair a thorough inspection. I found a few flaws that were obvious. The recliner that was delivered was not like the one I sat in at the store. The armrest had very little padding, l could feel more wood than padding, and was very uncomfortable to rest my arms on. Standing, facing the recliner, on the right side of the seat cushions, I could see our hardwood floors. The left side was flushed with the left side of the seat cushion. Not being an expert on recliners, I could not mistake the manufacturers professional upholstery material defects. On both arms of the recliner. Especially when you are in the reclining position. After sitting in the recliner for several days, I felt like I was sitting in *** The seat cushion was very uncomfortable. Under the furniture warranty, I contacted the dealer where the purchase was made, for issues regarding the recliner. This was done by phone and in person several times. Regarding the seat cushion, we were told this by the manager, an appointment must be made to replace the seat cushion. I asked, was the replacement the same seat cushion as the one being replaced? He stated, yes!!? Appointment was made at the purchasing store. October/November/2023. Professionally, the manager asked me to allow him to do his job. I stated to the manager, more than once, I was not returning the recliner. I paid for it, already, given the price of the recliner, I would like to get my money's worth so l can enjoy a professional piece of art. The Recliner!! I want to be fair. If this is not possible, no problem! You get your chair; I get my refund.

Representative Annazean, I hope I have given you the detailed information you have requested. Please forgive me regarding the pictures. I haven't learned how to transfer pics to this letter.

Have a great today, NA

Robert A. Barber