La-Z-Boy Customer Service Issues

My issue is with my 88-year-old mother's La-Z-Boy recliner. It's 16 years old and has a couple of minor issues. We visited a Sarasota, FL store and she tried out various recliners for over 2 hours before selecting one she found comfortable. After delivery, she finds it extremely uncomfortable, unlike in-store. The store refused to exchange it for the floor model, leading to my concern. I want to avoid any restocking fees as she'd prefer a chair similar to her existing one. I can provide the model number and pictures of her current chair to assist in finding an updated model with similar features.

I purchased two gorgeous recliners less than two years ago. I attempted to use the fabric warranty on one a year ago, but it was denied due to having the chair cleaned. Despite paying for fabric protection, both chairs are now heavily stained. In comparison, my Havertys furniture, slightly older than the recliners, remains pristine and easily cleaned with a wet towel. A year ago, I reported this issue to the protection company but received no response. I am interested in having both recliners recovered and would like to give your company the opportunity to address this matter. I am willing to provide photos or arrange for an inspection at my residence. I suspect the protection product was never properly applied. I made the purchase at the Phillips Highway store in Jacksonville, Florida.

I bought a recliner couch which was delivered nearly a week ago. On delivery day, we found out that one of the recliners doesn't work. We had to wait five days for a repairman. Now, we have to wait even longer because it was sent with a missing spring and a cracked part. How did it pass inspection before delivery? This is completely unacceptable! I think we should receive some form of compensation for getting a faulty product and for the time we've lost.

I had an extremely frustrating encounter today with a sales representative from the Cranberry Twp. store. Initially, I was assured that the delivery window could be adjusted if needed, but when I called back several days later, the first representative seemed clueless. I was then transferred to a person who claimed to be a manager but had a rude and unprofessional attitude. He was unhelpful and even suggested dumping the furniture in the parking lot. After expressing my intention to report him, he abruptly ended the call. Upon calling back, I spoke with the actual assistant manager, Portia, who informed me that the person I spoke with earlier was not a manager. Although Portia tried to address the issue and assured me she would address the situation with the individual, this whole experience was completely unacceptable. I intend to escalate this matter to corporate. I want others to be aware of the poor customer service at La-Z-Boy and advise seeking alternatives. This experience was a significant disappointment, and individuals like the one I spoke with should not hold customer-facing roles.

I bought a reclining sofa (sales order [redacted]) on 10/25/[redacted] for our winter home in FL, along with the Furniture Protection Plan. Our Florida home is only used 3-4 months a year. On November 19th, I contacted the Protection Plan regarding peeling on the headrest and sent photos showing the top layer of leather peeling and losing color. Despite confirming it is not wear and tear, the plan denied coverage. The photos clearly show the couch is in good shape. I compared it to a 22-year-old L-Z-boy recliner at my Northern home, which is still flawless, indicating this is a leather defect. I'm disappointed that the protection plan won't honor the claim after my purchase. I hope L-Z-Boy can resolve this by sending a replacement or another sofa to regain my satisfaction as a customer. I have also shared the photos with L-Z-Boy customer service when I submitted them to the Furniture Protection Plan.

We were charged $85.00 per rug for a 5-year area rug protection plan without our consent. We were also charged for mattress protectors without permission. We are returning the Dining Room Rug labeled EVOLUTION and requesting a refund. The other rugs' SKUs are as follows: - Living Room: SKU [redacted]74, 9.2 x 13, DM-07 PRISIM Rug, $1,[redacted].20 - Entry: SKU [redacted]65, 5 x 7.6, DM-03 RASPBERRY/MULTI, $[redacted].00 - Master Bedroom: SKU [redacted]87, 7.10 x 10.10, HIGHLANDS Rug, $[redacted].75 Additionally, we were charged $1,[redacted].00 for SKU TCPWR 5 Year T/C Power and $1,[redacted].49 for Dining Table SKU [redacted]22 Foundry Saw Buck. We are also inquiring about SKUs for the chairs and Captain chairs. Please update us on the status of the replacement recliner chair, master bedroom "dresser pull," art canvas replacement, and lamp shade replacement. Thank you, Becky and Mike Martinez.

I purchased a couch and loveseat set from Earl Johnson Furniture with custom fabric in Mankato, MN. I've encountered issues with the furniture as it doesn't match what I tried in the store. The back cushions are excessively stuffed and rigid, making it uncomfortable to sit and lay on. Despite my efforts to adjust, I can't find it suitable even for sleeping. I haven't used the furniture and it's in new condition. I feel let down by the quality and customer service. I'm hoping for a resolution to avoid a significant financial loss. Your assistance in addressing this matter would be greatly appreciated. Thank you. Merrie S. Wells, MN.

I purchased a La-Z-Boy recliner in May with a crooked seat and recliner part. Despite attempts to fix it, it remains uneven. The store replaced the seat, but the issue persists. The store suggested trying the chair longer, but it is still not right. The chair cost $[redacted] and should be flawless. I was informed it molds to my sitting position, but the problem lies in the seat frame. I want a resolution as returning it to the store seems challenging. How can I address this issue?

My sister bought a new La-Z-Boy electric recliner from Joys Furniture in Lakeside, Arizona, approximately three months ago. Unfortunately, she recently had a serious accident and injured her right arm, causing nerve and muscle damage that may take up to a year to heal. As her primary hand for operating the chair, it is challenging for her to use the buttons to adjust the recliner safely. At 70 years old, it's crucial for her to find a solution. We're reaching out to see if anyone has suggestions on how to attach a remote control to her chair to assist her in using it more easily. Any advice or guidance on modifying the chair to accommodate her condition would be greatly appreciated. Thank you for your help.

Good morning, I recently bought the Leah twin sleep chair (sales bill [redacted]) from your Ottawa Cyrville store on January 24th. I have a request. I have recently been diagnosed with severe asthma overlapping COPD of unknown cause and am awaiting eligibility for a double lung transplant. I am currently confined to my home and struggle with stairs. Before my health declined, I was very active, participating in marathons, cycling, rowing, and going to the gym three times a day. Now, walking a short distance leaves me breathless. I purchased the chair hoping it would allow me to stay in my house until my surgery, as I am currently sharing the dog's bed to avoid the stairs. I understand it usually takes 4-6 weeks for delivery, but due to my urgent situation, I am living with uncertainty. Can the delivery of the chair be expedited, as I will need it when I go to Toronto? I ask for assistance as medical costs are mounting, and a good night's sleep is essential to maintain my strength and keep my dog comfortable. Sincerely, Bonita M.

My sister-in-law recently bought a new sleeper sofa for her room in an assisted living home before tragically passing away. The sofa was never used, but Lazyboy on Camelback in Phoenix refused to accept a return due to it being outside their 3-day return policy. I believe this is a unique situation given the circumstances and hope for some compassion in arranging a return. As the family representative for the estate, I am seeking assistance in resolving this matter.

Hello, my name is Terri Carlin. I purchased $[redacted] worth of furniture 10 weeks ago. Recently, I accompanied my mother, Betty Zurline, to buy a recliner at the store on Manchester in Missouri. The salesperson ordered the wrong chair for her. The chair she received is uncomfortable, with the headrest making you look at the ceiling, the lumbar support causing your stomach to protrude, and her feet unable to touch the floor. After I tried it and found it awful, I took her back to the store the same day to address the issue. Initially, they wanted to charge her $[redacted] to fix the mistake, but after some negotiation, they settled for $75. I ended up paying for the chair myself, despite feeling that it was a bait and switch tactic. The store manager claimed it wasn't their problem. I believe they should refund the additional amount I paid and replace the chair. It's disappointing to see this lack of customer service, especially as a loyal customer. Thank you, Terri Carlin.

I have owned leather sofas from your company for over three decades. The first two lasted around 15 years before showing signs of wear. I bought my third sofa on May 4, [redacted], a little over four years ago. Recently, to my surprise, the leather started peeling near the seams on the seating area. Upon contacting HomeWorld in Kona, Hawaii, the manager, Frank S., informed me that the warranty is only for one year. As retired seniors living on the island for half the year, the sofa gets minimal use. Frank mentioned this may be a manufacturing issue and advised me to reach out to your company for assistance, noting your concern for your reputation. I am hoping you can help us address this matter. Thank you.

I purchased a lift chair from Lazy Boy in Waco, Texas on 01-24-[redacted], which was crucial for me due to having undergone nine surgeries in the last 30 months. During our move on 08-14-[redacted], the chair left a sizeable oil stain on our carpet, and after wrapping it in a tarp on our new porch, it was picked up two weeks later on 09-02-[redacted]. Despite the removal, we have not received any updates from Lazy Boy. We continue to make payments on the $[redacted].74, including the extended warranty plan, and aim to clear the balance by 02-26-[redacted] to avoid interest. Without the chair and no timeline for its return or a replacement, it is impacting me greatly as I face potential surgery. I urge for this to be escalated to a manager, as regular customer service has not been responsive. I hope to resolve this swiftly as it is the final purchase we intend to make from Lazy Boy. Thank you, Roger Anderson.

Regarding order # LUTHL15159, I purchased a Jay Loveseat Recliner and Jay Rocker Recliner on 3/3/20. Due to the pandemic, the delivery was delayed until 6/25/20. The total cost was $3,[redacted].68, paid in advance. Upon delivery, the loveseat lacked lumbar support, leading to a request for replacements. District Manager Daniel Harley mentioned that the ordered items were as selected. Choices were given to keep and fix the current items or opt for new ones with adjustable lumbar, at an additional cost. Repair issues persist even after corrections were made. The request is for the correct loveseat to be provided without extra charges or a refund. Thank you.

I'm seeking help to repair my lazy boy recliner. I purchased it a year ago, but I am unable to contact the store of purchase as it has since closed down. The recliner does not recline automatically and requires manual adjustment. I need recommendations for a repair service or individual who can fix this issue. Thank you.

On November 3, [redacted], I purchased what I expected was a powered reclining sofa from the branch store in Farmingdale, Long Island. The salesman, John M., spent about two patient hours with me that day. After finally deciding on the model, he provided me with a sales receipt that detailed the purchase. The Vend/Sku and model information indicated a powered sofa, even though the word "powered" was not on the sales slip. I trusted John's explanation and eagerly awaited the delivery of my new sofa. Originally scheduled for delivery on March 3, [redacted], the delivery was postponed twice without any notification. When the sofa was finally delivered on May 13, [redacted], it turned out to be a manual sofa instead of the powered one I had ordered. Despite speaking to John and the store manager Diane, the error was not resolved. All I am asking for is to receive the powered reclining sofa I initially chose and paid for. Thank you, Miss Jahn “Jan” W.

I have concerns with Guardian Service Request #[redacted] regarding my chair recliner. There have been issues with reclining, crackling, squeaking, and tipping over. I have an extended warranty purchased at Layboy store, as part of a furniture set. In the first year, the seat cushion was replaced under warranty. Now, another year later, the seat is worn out again. After contacting the local store, they confirmed that my extended warranty should cover the issue. The repair technician who first visited on May 20, [redacted], was 1.5 hours late and identified that the mechanism is bent and misaligned, requiring both parts to be ordered. The scheduled inspection for June 2, [redacted], was missed without any communication. After reaching out multiple times, the claim suddenly showed as resolved on the Guardian website. I am frustrated with the lack of communication and being bounced around. I just want my recliner properly fixed so that it doesn't hurt my tailbone and doesn't make noises.

My name is Samuel D. Johnson, and I am not using my status as a disabled veteran to complain, but I have a medical condition that necessitates the La-Z-Boy I purchased. I was informed that it would be delivered on July 31, [redacted], between 8 AM and 12 PM. I kindly request that the delivery be expedited, ideally before Monday, due to my medical needs. Despite having doctor's appointments during the original delivery window, I was in the hospital and explained this to the sales representative. It was scheduled for Saturday, the 31st, which I couldn't rearrange due to my health. If possible, please contact me at [redacted]. Thank you, Samuel D. Johnson.

On the 1st of July, [redacted], a repair technician from Lazy Boy informed me that my recliner would be fixed under warranty for factory defects (Ticket # [redacted]). Despite multiple attempts to get information regarding the repair status, I have faced long wait times on hold, with the most recent being 55 minutes. Requesting a discussion with a supervisor resulted in an additional 30-minute wait. This level of customer service from a large company like Lazy Boy is unacceptable. I am now considering requesting a refund for the recliner since it seems unable to withstand normal use, requiring both arms and the mechanism to be replaced under warranty. Despite paying $[redacted] for labor and $[redacted].68 in sales tax, I have received no clear answers from Lazy Boy. Repeated assurances of callbacks from the parts department have not been followed through. It's time to take a different approach. I plan to drop off the recliner at the nearest Lazy Boy store in Wilmington, NC, and demand a refund. This ongoing poor customer service experience has convinced me not to support your products in the future. -Jimmy D.