La-Z-Boy Customer Service Issues

On the 6th of July [redacted], I purchased a leather sofa with electric recliner buttons. Upon delivery on the 10th of July [redacted], it was disappointing to find out the buttons were not working. Initially, the sofa was quoted at $[redacted], but upon purchase, they stated it was actually $[redacted], a situation that felt like a bait and switch tactic. Despite agreeing to the new price, the foot rest still does not function. The customer service advice to call only added to the frustration. Realizing there is a lifetime warranty is reassuring, but it seems it will take forever to get it repaired. The delivery team should have informed McDonough La-Z-Boy about the issue. This whole experience has been a nightmare, and all I want is for the sofa to be fixed or replaced. Thank you in advance for your assistance.

Hello, My husband and I bought two black leather recliners around seven years ago. Recently, I noticed an issue with the footrest part of my chair. It keeps slipping down unexpectedly, making a loud noise and causing some difficulty pulling it back up. I discovered a piece of metal that seems to be the mechanism holding the footrest up. We have a Lazyboy with a lifetime warranty, but the repairman in our area is asking for additional fees to inspect and fix it. Due to some personal hardships, including health issues and financial struggles, we are unable to afford the repair costs at the moment. We have always trusted Lazyboy for quality, as our families have used their products for years. Any assistance in addressing this issue would be greatly appreciated. Thank you for your time and understanding. Sincerely, Tammy and Joel Staggs

I contacted your customer service team in March to report that my chair broke for the second time after moving to Roanoke, Virginia. Sadly, local options for Lazy Boy repairs are limited here. Despite finding a store that fixed it, the chair has now broken for a third time within a year and a half since purchase in March [redacted]. Given this recurring issue, I believe the chair may be a lemon and should be replaced. My previous call in February or March should be on record under Susan Durrer-Lee. Waiting for the chair to repeatedly break every 6 months is unreasonable, especially as I rely on it due to my disability. Please provide a swift response regarding this matter.

I have a Lazy Boy recliner that has been in my basement for a couple of years. It's still in brand new condition, but people and fabrics stick to it, making it unusable. I've tried mild dishwasher detergent and various online solutions like vinegar and water mix, but nothing works. It becomes sticky again after a day. The whole surface is affected, and I'm frustrated as I paid over $1,[redacted] for this rocker. I need help to restore it. Thank you.

I had a technician visit for the second time to address the issue with my reclining sofa leaning to the left. After the second visit, it appeared to be fixed, but upon sitting in it, the problem persists. My husband believes the issue could be related to the backrest of the sofa. He mentioned that the backrest appears different from the other side. We are frustrated with this recurring problem on a brand new sofa and expect a permanent solution or a replacement.

We have been experiencing an issue with our reclining sofa leaning to the left. The repair technician has visited us twice already. Initially, it seems like the problem is resolved, but soon after, it reoccurs. My husband also sat in it and noticed it still leans to the left, and he believes it's not related to the previously replaced cushion. When he sat in it, he felt a noticeable difference between the left and right sides, specifically where your back leans against it. We are frustrated with the ongoing problem and are looking for a permanent solution or a replacement sofa, considering the significant amount we paid for it just 5 months ago.

My recliner is no longer functioning properly. The footrest stopped moving after a few inches and won't budge up or down. I've checked the connections, which seem fine. I contacted Lazy Boy Comfort Care on 11/12/18 to report the issue and was informed someone would reach out by today (11/19), but I haven't received any updates regarding the repair schedule. I can't recall all the details of my call, but I was quoted $[redacted] for it. Before my move at the end of November, I'd like to have this fixed to prevent any further damage to the chair. Sonia Granchi [redacted] Youngstown Warren Rd Bldg. L -- Apt. #75 Niles, OH [redacted] Cell: [redacted] Email: [redacted]

Hello LazyBoy, and God bless. Charity Donation Request: My mother, Donna B., is completely disabled after working as a dedicated licensed nurse. She is in need of a charity donation for a massage recliner with heat. Her nursing career came to an end after a spinal operation intended to repair her spinal cord. She struggles to walk, and sitting is extremely painful for her. Without a supportive chair for her spine, she is unable to join the family downstairs and remains upstairs in bed for spine support. While we do our best to care for her, there are moments when public assistance is necessary. We feel ashamed to ask, but believe that this is the path set by God. Our current furniture is old and causes her discomfort. She dedicated her life to caring for others and now needs a recliner to spend Christmas and future days with her family. We are hopeful that LazyBoy will consider a charitable donation for her. Due to severe Degenerative Disc Disease and level four Spinal Cord Nerve Damage, she is constantly in pain and relies on Morphine for relief. She would be overjoyed if LazyBoy could assist her in this difficult time. Thank you all for taking the time to read our mother's story. Warm regards, Shantika D. God bless and happy holidays.

After purchasing two identical recliners, I noticed an issue with one of them leaning back significantly more than the other. Despite Art Van sending a service technician who initially claimed nothing was wrong, a second technician identified a cracked wood issue and sent the chair for repairs. Unfortunately, the chair still doesn't feel right, leaving me frustrated with Art Van's lack of resolution. One recliner positions me straight while the other tilts uncomfortably, affecting my post-back fusion surgery comfort. I resort to using a pillow to make it bearable. These chairs are under a year old, costing over $[redacted] for both. I hope to find a solution to this ongoing problem.

I placed an order for two recliners from QVC on January 3, [redacted]. One in blue and one in burgundy. The covering on both recliners is literally falling off. I paid $[redacted] each, totaling $[redacted]. Although they came with a one-year warranty, given the high cost and reputable company, I did not anticipate this issue. After only two years, the recliners are in this state. I am in need of them being re-covered or repaired, and I am open to your suggested resolution. I am willing to escalate this matter if necessary, as I find it hard to believe a company of your caliber would dismiss such a quality concern. For the price I paid, I could have easily purchased furniture at a lower-priced local store for $[redacted].

I am incredibly dissatisfied with the chair-and-a-half recliner I purchased. The seat and arm cushion started deteriorating just months after delivery. Despite a technician replacing the seat cushion, it began breaking down again shortly after. The arm cushion still needs to be replaced, but I am reluctant to schedule more appointments due to the lengthy repair process and temporary results. Escalating Specialist Alyssa was unhelpful, even suggesting the issues were caused by my usage, which seems unreasonable. I only spend around two hours reading in the chair in the evenings. I will not buy La-Z-Boy products again or recommend them. The chair needs to be replaced. I paid $2,[redacted] in cash on the day of purchase, which included a matching couch that is holding up fine. This is my third chair-and-a-half; the first didn't recline, and the second lasted for years without any problems. Both were not La-Z-Boy products. Strange, right?

I am a home health nurse for John Taylor from Harper, Texas. He purchased a Luxury-Lift Power Recliner from Rick's in Kerrville, Texas which is now under Ashley's ownership. The remote for the recliner is no longer working, and we have been facing challenges getting a replacement from Ashley. This is crucial for Mr. Taylor's health as he requires frequent leg elevation due to his health conditions. La-Z-Boy is a reputable brand, and we are willing to purchase a replacement remote; we just need assistance in locating one and installation. This issue is urgent, and we would appreciate prompt help in resolving it. Thank you for your immediate attention. Bonnie P. [redacted] [redacted]

As a devoted La-Z-Boy customer, I have bought 6 recliners previously and have always been satisfied. In November [redacted], I purchased a power recliner with faux leather that is now showing wear at the seam on the headrest despite minimal use. The Mission Valley Store in San Diego did not assist us in resolving this issue. This level of wear for the limited use is disconcerting. We are considering purchasing two more recliners soon but our confidence in the company has been shaken. We have never encountered such a problem before and hope for a fair resolution. I possess photos of the chair and am willing to share them if provided with an email address. Best regards, R. Ayala [redacted] [redacted]

I reached out to the Lazyboy Store regarding a significant issue with our product. They are asserting that the warranty does not cover the visible wear on the finish, which we disagree with. They are suggesting that a spill caused the damage, but we know this is not the case. Even if a spill had occurred, it seems unreasonable that a warranty wouldn't include such incidents on a kitchen table. Customers wouldn't invest in warranties if they knew they were so limited. Given the price we paid for this table, it should maintain its finish. The store promised to look into the matter, but they have not followed up as promised. They are not providing a contact for a higher authority. I received an estimate of $[redacted] for self-repair, highlighting the frustration of having to fix a table that cost $[redacted] and is just over 2 years old. I am seeking assistance or guidance on how to escalate this matter. Thank you. - D. Carr

I purchased a chaise and sofa bed from La-Z-Boy. Unfortunately, the sofa needed repairs before delivery, for which they reimbursed the delivery cost. The recliner was not correct upon delivery, but I accepted the rest of the order. However, when I sat on the chaise for the first time, the foot end popped up 5 inches while the seat sank down. La-Z-Boy claims this design is intentional, based on how it is sat on, exacerbated by an overstuffed cushion causing a see-saw effect. Despite sending pictures and having a tech visit scheduled for July 10, they have indicated their decision is final. The special order cannot be returned, and I am left waiting for a resolution after disputing the charge with my credit card company.

On 3-20-19, I purchased a sofa, loveseat, and recliner from ArtVan. The furniture was delivered on 5-1-19, and after just one day of use, the sofa began to wrinkle. Shortly after, the loveseat and recliner also started wrinkling. A service call was scheduled for 6-10-19, and the technician determined that the fabric was defective. I was assured by customer service that if it was indeed a defect, I would receive a full credit to my credit card. However, upon following up today, I was informed that the customer service report does not acknowledge any defect. This discrepancy has raised concerns as to the honesty of the technician or the report itself. The return process requires me to cover the cost of pick-up and pay a 25% restocking fee, which I find unreasonable given that the furniture is defective through no fault of mine. I am requesting a full refund to my credit card and a complimentary pick-up service. Despite being promised a call back from a manager within 3 hours, it has been over 4 hours without any contact. This situation has caused unnecessary stress, and as a loyal customer who previously had positive experiences with Lazy Boy, I hope for a swift and satisfactory resolution to avoid any escalation.

I bought a couch set in Cheyenne, Wyoming, and they came out three times in four months. The quality is disappointing, as they fixed a broken part that broke again after just four days. After moving to Washington state, they informed me of a $[redacted] fee for another visit. My experience with Clure Brothers and Lazy Boy has been the worst. I spent $[redacted] on a couch set that broke within two months. The companies should stand by their products and provide proper repair or replacements for free. I have time-stamped pictures documenting the issue before our move. Lazy Boy has a chance to address this before I leave negative reviews, while Clure Brothers have missed their opportunity. I request the couches be serviced at no additional cost as I'm not willing to invest more money in this matter.

Good morning. I appreciate your assistance. In February of this year, my husband and I purchased 4 recliners at the Tualatin Lazy Boy. We received excellent customer service from Samuel J. and the rest of the staff. We bought 2 lift chairs for my elderly parents and 2 leather Greyson Recliners for us. Unfortunately, we are disappointed with our chairs as they are not comfortable and have some issues. My chair doesn't return upright properly, causing inconvenience. We are interested in exploring options like selling them back at a discount or finding another solution within Lazy Boy, possibly upgrading to the remote version. We value the brand and would like to resolve this matter. Any suggestions would be appreciated. Thank you for your help.

I recently contacted a manager regarding the return of my chair. Unfortunately, I am quite disappointed with the lack of response so far. Despite knowing I will lose my deposit and face a restocking fee, I would prefer to return the chair rather than keep it. I had the chair for only two weeks during which I used it minimally due to my weight of under 100lbs and clean habits. Even a technician visited due to issues with the footrest and fabric. The chair's quality does not align with the reputable Lazy Boy brand. The technician confirmed that any issues were not due to misuse on my part. I kindly request a response at your earliest convenience. Thank you. C.G. Email: cgarvey713@ gmail com Phone: [redacted]

On 8/22, my spouse and I visited the La-Z Boy store in Vernon Hills during their closing sale to explore their offerings. Despite our initial search for a couch, thanks to an exceptional salesperson from the closing team, we ended up making a significant purchase of nearly $[redacted] on several items. We scheduled delivery for 9/7 and received a text on 9/6 indicating a delivery window between 2:30-5:30. Despite expectations of receiving a tracking link via email on Saturday, it never arrived. After contacting the store for clarification, the store manager, Royce, mentioned system glitches for the lack of communication. Royce could not provide updates on the delivery status, causing frustration as we had been waiting all afternoon. Eventually, the driver called to inform us of their imminent arrival. The delivery team apologized for the delay, revealing challenges they faced due to damaged furniture and the absence of a tracking tablet. Despite their tight schedule, they devoted extra time to set up our furniture satisfactorily. Although appreciative of the delivery team's efforts, the poor communication from La-Z Boy and Royce's handling of the situation left us dissatisfied. I hope for appropriate compensation to restore my confidence in La-Z Boy's customer service.