La-Z-Boy Furniture Galleries Reviews (437)
Review: On 4/6/14, my husband and I ordered a new sofa and chair. Delivery was scheduled for 5/23/14. On the morning of delivery, Louis from our local store called to advise that part of the fabric on the back of the sofa was pulling away from the frame and we were given 2 options: 1- the warehouse would keep the furniture to fix and delivery rescheduled or 2- deliver it as scheduled that day and a technician would be sent to fix the issue. We were told it was a minor issue and a 10 minute fix so we decided to have it delievered as scheduled. Louis advised that a ce ticket would be opened and we would be contacted by someone in that division for a tech to come fix the issue. Upon delivery, my husband found several major defects other than the one we were told about. My husband advised we were refusing the furniture and asked that it be put back on the truck. One of the drivers told him he could not do that because a service ticket was already opened. My husband argued that it didn't matter if a ticket was already opened, refused to sign the paper saying we accepted delivery and called the local store to tell them what was happening. The drivers left while my husband was on the phone. Heather, the store manager, said that although the drivers should have put the furniture back on the truck, the matter was "out of her hands" because we accepted the furniture in our home. He told her we did not accept it, the drivers refused to remove it, and requested they be contacted to come back and get it. Heather again stated it was "out of her hands". After several phone calls to the local store and customer care, a tech was sent to look at the furniture and he recommended it be replaced. A new set was ordered & delivered on 7/19. We again refused delivery because of major defects. La-Z-Boy's Facebook team recently contacted us and advised they will fix only 1 of the identified issues.Desired Settlement: We have requested that the furniture be returned and a full refund given or new furniture be delivered. La-Z-Boy's Facebook team advised they will fix only 1 of 3 identified issues on the 2nd set (a puncture on the sofa) and the furniture would be redelivered. The other issues were a 6-8 inch scuff mark on the chair and abrasions on the sides of the sofa. We paid for NEW, not "as-is" furniture. If we are to accept this "as-is" furniture, we expect a significant discount on the price.
Review: Our Complaint has to do with the promise of delivery and Neglect on the part of the sales staff at La-Z-Bay furniture Gallleries to inform us of the delay in our purchases being delivered. We were told when we ordered our sofas that it would be between 8-10 weeks for them to arrive. We have called twice now to check on the status of our sofas and been told they were going into production and that they were still in production. At approximately the 10 week mark, my husband called and was told that it would be another 2-3 weeks before they would be delivered. That would put us well beyond the 10 week mark. We are so frustrated we wanted to cancel the order but were told by the salesman that was not possible. He stated that the order could not be canceled, returned or exchanged. We feel like we have been taken hostage by La-Z-boy. We told the sales rep several times that we needed these to arrive for family that was visiting ASAP. He assured us this would not be a problem. If La-Z-Boy factories can not deliver us the product in the time they specified we feel they should have contacted us early on. We feel we should have had the opportunity to change the fabric or style that would have made it possible to have our purchase in the time frame that was promised. Now were left waiting with no couches and are frustrated that there is nothing we can do about it.Desired Settlement: We would like to be able to cancel our order with La-Z-Boy so that we can go purchase a sofa. We do not feel we should have to pay for a product we were promised but never given. Or not given in the time frame that was promised. It should not be legal for a company to hold us to a contract that they have not lived up to.
Review: Greenville, SC store does not honor the price advertised on the sales tag of the furniture on the showroom floor. I found a chair I liked on the showroom floor of the Greenville, SC store today, 08/23/2013. The chair had a sale tag on it showing $499. However, once I decided to purchase the chair my salesperson, [redacted], told me I would have to add $80 to the$499 price to pay for a scotch guard treatment. I told her I did not want the scotch guard protection and she proceeded to tell me that she could not sell me the chair for the price shown on the chair. I told her I wanted the chair for $499 plus tax and she said her manager would not allow them to sell anything off the floor without the added scotch guard fee of $80. This is false advertising and I am appalled that Lay-Z-Boy would allow one of their stores to conduct business in this sly manner. Lay-Z- Boy should be honest and respectful with their customers by selling their furniture for the price shown on the sales tags from the beginning. The bait and switch sales tactic is dishonest advertising!!Desired Settlement: Sale the chair for $499 as advertised on the sales tag without the added $80 fee for scotch guard treatment.
Review: Chair purchased was defective. Unable to get repair part delivered as promised. Customer service no help
Review: We had a driveway paved on September 19, 2014 a week later there was a hole in it, similar to a sink hole (a small one). Called the company (September 29th)to explain what happened, the lady that answered the phone said she would relay the information to "the guys" and someone would get back. For 2 weeks my husband and myself have called with no answer. We've left message after message...and no one has called us back. This needs to be repaired and even on the receipt it states a 2 year guarantee. Please help us to get something done.Desired Settlement: We want the "hole" in the driveway to be repaired.
Review: My wife bought me a rocker- recliner for Christmas 2 years ago. It has several spots of color loss. The head rest has split out showing foam from underneath. We were told that the materials were covered for color loss and durability. The salesman told us that the leather was dyed all the way through the leather. All misinformation to make money. We called the store about 3 months ago again and was told that none of their materials were covered. We also made a call about 5 days out of warranty. Seems that La-z-boy quality has gone way down. When you pay $1300.00 for a recliner you expect it to last longer than 2.5 years. I would like for La-z-boy to replace the head rest section of leather and redye the seat. Another option would be to replace a defective product.Desired Settlement: A replacement would go a long way toward customer relations. As I have read a tremendous number of complaints concerning La-z boy.
Review: We purchased a sectional with a special order chaisse. The chaisse is defective with wrinkles in the arm and a bump in the end of the cushion. The technician who came to look at it stated that it is defective and should be replaced. I recieved a call today and was told that they were sending someone to repair it. So because its a special order it would cost too much money to replace so I get to watch while he takes it apart and sews it back together according to the technician. It amazes me that someone who has never seen the chaisse is making the decision. The local store threw up their hands and stated that "because its special order it can't be replaced". This is after having delivery men not being able to put it in the right place and not locking it in. So their solution is to inconvenience my wife and I again.Desired Settlement: They need to replace the chaisse!!!!!!
Review: Purchased new couches (2) from La-Z-Boy Furniture and are having performance issues with the fabric after only 40 days. I was advised that their fabric which was supposed to be wear tested, would hold up for many years. After contacting them they advised they would only be willing to repair 3 cushions (all are showing wear). I spent approx 3000.00 and am not satisfied with the fabric as it is wearing nor am I satisfied with the results after speaking to the V.P. of La-Z-Boy [redacted] who simply referred me to try to file it through the extended warranty.Desired Settlement: I want the couches returned and or replaced with a fabric that will hold up as advertised.
Review: On 01/07/2014 we purchased a leather power love seat, a leather power recliner & 2 leather high leg recliners. They were all on special order. We were told it would take 8 to 12 weeks for delivery. We were told unforeseen delays on the leather could extend the delay by a week or two. Today is 06/17/2014, over 5 months since purchase. We were the ones to call with information for updating the delivery dates. Even some calls made with requested call backs were not always honored, but ignored. During the day of purchase a sale was on. We learned that our savings was $20. Since the purchase date a number of sales have occurred for special orders. It would have saved us nearly $800. In requesting some consideration we were promised $90. off the delivery fee. We have purchased La-Z-Boy chairs for our home since the 1960's & love the product, but are very disappointed in the business practices that are now taking place. We don't feel a "sorry about the delay" is sufficient.Desired Settlement: We would like a substantial financial consideration. We feel we should receive the best custom order sale price during the delay. Yesterday we learned that the middle to the end of July is the new target date for 2 pieces, but the other 2 chairs will be much later. When such a long delay takes place, it seems only right that the customer should be released from the obligation, to purchase elsewhere. This was far beyond normal expectations of delay & is unacceptable.
Review: On 5/16/08 we purchased a sectional sofa from La-Z-Boy for $3240. We also purchased their Guardsmen warranty to cover defects. After less than 3 yrs. our triangular piece of the sofa was collapsing in the front of the custion. I wrote a letter requesting service on 1/21/11. I was informed that they do not come out to repair this problem, we have to bring it into their location. We are in 75, have recently had cancer and back surgery. There is no way we can do that. I requested again on 9/1/12 through a computer form for help to get this repaired. I just received a reply advising outside firms do their repair. If someone comes out, we have to pay a trip fee, service fee and repair fee. Also, they do not advise who to call. We are not looking for a freebie, just help to repair this sofa, which is harder to sit on all the time. This is not customer service I would expect. When we took the extra warranty, we were not told we would have to bring the item in for service, or, we would not have purchased it. There are numerous complaints, as I have come to find on the internet against La-Z-Boy and their quality of product and service. Not what it once was.Desired Settlement: We just want this sofa repaired properly by whomever La-Z-Boy sends out, however, those extra charges seem hardly fair. But, if we have to pay, it should be reasonable charges since this sofa was falling apart before it was 3 yrs. old. The quality is not there, hardly what we expected when paying over $3240 for a sofa. The cushion also wrinkled on another section, which we can live with. We are not problem customers, just customers expecting a quality product!
Review: The product purchased was on January 28, 2013. I was told that expected delivery was not until March. The next delivery date the chair and ottoman was expected was early June. No one can tell me at this time when I can expect my purchase. I chose other fabric for my purchase based on fabric I was told was available at the time of purchase. I do not want my other ordered items if my selection cannot be fulfilled. The expected wait time is out of line.Desired Settlement: I would like to be able to have extreme discount on my selected purchase, complete release from any responsibility to pay for prior items purchased that have not been received, or upgrade to all items that have not been received at extreme discount.
Review: They delivered a broken glider chair for my nursery weeks ago promising to send someone to fix it within the week. After repeated calls they still have not sent someone to fix it. They stood us up twice. At each follow up call they assure us the will fix it right away and make it right. We still have no fix in sight. At this point my son is now 5 weeks old. This broken chair in the middle of our nursery has negatively impacted the bonding experience between me and my son. I have to go to another room to nurse because this broken chair is in the way. I can't even get them to come get the chair and refund our money. I feel held hostage by this company. It's shameful they would do this to us at this difficult time of having a newborn in the house. Please help us. We have been more than patient with them waiting on a fix and making follow up calls.Desired Settlement: Come get the chair immediately and issue a full refund. We will consider a 50 percent discount acceptable if they actually fix the chair within the week. In either case, an apology and review of their broken system.
Review: I had purchased two separate items at La Z Boy, in early February and was told that I was going to get the delivery of both items at the end of April. I had purchased a Power Fabric Recliner due to my disability, and a leather sofa.
Review: Ordered Jenna Sofa from catalog shows filled pillow backs. Sofa delivered with inadequate filling and pillow backs wrinkled. Will not fix meets specs
Review: I ordered a [redacted] sofa, chair and ottoman on Seotember 18, 2013. Delivery was 10/30/13. On November 14, 2013 I called the Laz boy store and they referred me to laz boy customer service to report the defects in my recliner and chair. On December 4, 2013 the adjuster came to my house. On 12/5/13 I went to the Lazy boy store, on 12/6/13 I received an email that the parts were ordered and I was to call them when I received the two parts via mail. On 12/24/13 I followed up with an email to find out status. I was informed via email that the first pkg was due 12/27/13 and second pkg would be shipped from factory 12/30/13. On 12/27/13 I stopped in store, spoke to store manager. (no help) and on 1/7/14 I sent another email asking for an update of second pkg. On 1/7/14 I filed a dispute with credit card company. On January 10, 2014 received call from laz boy customer service that 2nd part was due to be received 1/13/14 and they would now schedule a date for the adjuster (even thou it was not there policy to schedule before I receive the parts) they offered me a date of 1/23/14 I was unavailable the next date 1/29/14.Desired Settlement: I have been waiting since 11/4/13 for my recliner and chair to be repaired/replaced or refunded. Not once has Laz boy reached out to me to resolve this issue. Therefore I am requesting a refund.
Review: My husband and I purchased a leather living set in April of 2012 for over $3,000 and in Dec of 2014 we noticed that the arms on the recliner began to peel. We also purchased an extended warranty/guardsmen protection plan. The store has refused to honor the warranty claiming that peeling is not covered. Regardless of the warranty plan, the fact remains that this is a 3 year old set purchased by a high end company which is defective and the company will not stand by their product. We have two other pieces of furniture from the line and both are in perfect condition, only the chair, which sees the same use as the love seat, has no peeling. Bottom line, Laz-Y Boy charges high prices for what is supposed to be quality products, but WILL NOT stand by those products if they are defective. Further more they sell warranties that will purportedly cover damage which is caused by the consumer, but which will NOT cover a defective product, which is the company's error not ours.Desired Settlement: I would like to either have the chair repaired, if possible, at no cost, or if not possible a replacement chair.
Review: I purchased a recliner from La Z Boy at the cost of $952. From that company and at that cost I expected a quality product. The upholstery job is horrible. There are puckers on the front face of the arms, on the back, on the side and along the top of the recliner. There is a horrible crumpling up of fabric on the right arm. Fabric stripes do not match. Fabric is not even attached to the recliner frame at the junction of the back and base; it is loose and wads up when the recliner is upright and looks horrible when the recliner is extended. Three of the four legs have nicks. I have followed their customer service protocol and received no response to date as to reparations.Desired Settlement: I have not used the chair. I ask that La Z Boy retrieve the recliner, provide an upholstery job that is free of puckers, with fabric stripes matching and with legs free of nicks.
Review: I ordered a custom sofa and two recliners and a table from Lazboy on 11/15/2014. I selected the color of the sofa by matching a pillowcase. The salesperson [redacted] agreed with me that the color sample was a very good match for the color I was looking for. She had me check that the order was correct, especially the number of the color code. She never mentioned that the color of the couch could deviate from the color sample due to dye lot variations. I paid ½ of the price at time of order. When Lazboy was ready to deliver they required that I pay the remaining balance before they delivered the order. What a red flag that should have been. The furniture was delivered on a Friday 1/2/2015. Monday I called the store to say the couch was the wrong color, yellow green not the yellow I ordered. I was told I should come to the store to pick up the color sample to compare to the sofa as colors can look different in different light. I was not able to pick up a sample immediately but when I did the salesperson said not to worry, Lazboy would make it right. I told her not only was the color off but there were quality issues. That night I emailed photos showing that the sample and the couch did not match. I was told that my salesperson would have to handle these issues, but she was out sick. When [redacted] did return she called me and said that she had no control on what the service department would say about my issues and that dye lot color variations were acceptable. Again she never mentioned this at the time of the order. At this point I stopped payment for the second half of the purchase. A service person did come to the house and took pictures. Lazboy decided the color variation was acceptable. Perhaps it is acceptable to them but not to me. They further said that since it now had dog hair on it and was dirty that they would charge me a 50% restocking fee to return it. I asked how it could be dirty when I had bought the fabric guard that was guaranteed for 5 years. The other option they gave me was a $400 credit. The attitude of the salesperson was threatening and did not acknowledge any responsibility for the wrong color and poor quality. I asked why they had hundreds of color samples in the store if each color sample was meant to be only an approximation. I then sent pictures of the quality issues of an uneven seat seam and an under-stuffed seat. The service person then offered to take the sofa to repair these issues but still did not acknowledge the color mismatch. He also threatened me saying that my credit card company would be coming after me for the second payment. This was again Lazboy trying to coerce me into paying for a low quality, wrong color sofa. I will not be satisfied until Lazboy takes the sofa back with no charge to me for the sofa.Desired Settlement: I want Lazboy to pick up the sofa and stop all efforts to collect any payment for the sofa.
Review: I purchased a love seat with a pull out bed in October 2013 at La-Z-Boy in Sacramento, CA. for $1289.92 and received the love seat in November 2013. I told the sales person that I was to sleep on the pull out bed every night. The sales person said it was fine for such. When I received the love seat the bed frame was not correct and I called the store. After arguing with the store, they finally sent out someone to look at it. I was told it was fine, but the frame was bowed down in the middle. After further arguing they replaced the frame, it took six weeks to order and 2 weeks further before they came to install it. Only then was I told it was not for everyday sleeping, after I had expressly asked the salesperson that it was intended for so. Now in April 2014, I closed the frame, heard a noise, and now the bed will not pull out. I called La-Z-Boy again and was told it would take well over a week for a technician to come again.Desired Settlement: I have spoken with the store and currently they only want to repair the problem yet again. I would prefer that they remove this faulty love seat and give me a refund.
We purchased a $1,295 chair from La-Z-Boy on March 26, 2011. It came with a one year warranty. Approximately six months ago we contacted their local store due to cracking in the leather seat cushion. Their customer service said it would cost around $200 to fix – subject to corporate approval. They contacted their corporate offices and were told that the chair and the leather were no longer made. La-Z-Boy had rejected their Chinese supplier due to “poor quality of the product La-Z-Boy was receiving.”
La-Z-Boy Furniture Galleries Rating
Address: 8647 Pulaski Hwy, Rosedale, Maryland, United States, 21237-3007
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