La-Z-Boy Inc. (Headquarters)

I ordered a custom leather recliner, waited a long time for it, and when I finally got it, it is shabbily made. It cost over $1600 for a single chair. I went to the store the day after delivery with photos, and was turned over to Comfort Care. They, in turn, sent out a so-called technician, and he said the following flaws are "Normal" :
puckered cushion all around the seat
not enough stuffing in the back
back is not aligned in the frame
raw edges and thread hanging off the back, and around the rear legs
noisy reclining mechanism
dents in the arm cushioning where it appears something heavy was put on them
So far I have spoken with Comfort Care, the store, and the so-called technician, and I feel satisfaction from this company is going to be an uphill battle. I would never give La-Z-Boy another chance, nor would I recommend them to anyone looking for a quality product. I saw chairs made in China for less than half what I paid that were better made. I wonder how my chair ever made it past an inspector.
I have written up my complaints, documented with photos and submitted them to Comfort Care. If I don't get any satisfaction from them soon, I will file a formal complaint with the Revdex.com and all other organizations that handle these types of consumer issues. Thank you Revdex.com for the opportunity recount my experience.

Worst customer service. purchased a brand new couch, love seat and recliner for just under four thousand. The couches are quickly loosing their fluff and their repairs are horrible. Do not buy from this company. Every time we call they request all of the info every time and what's wrong. It even shows the work order as being closed prior to any customer contact. Never again will we go through this company. And to get them to call us back is like pulling teeth from a shark, impossible.

10/30/14, my husband and I purchased furniture for the total of $8169.14. We applied for credit, was approved for the total sale, signed the papers, and ended our transaction being told delivery would be 4-6 weeks and they would contact when ready. Almost 5 weeks out, 12/2/14, we randomly checked the status of delivery and was told the order had never been processed, because "WE" never put 25% down to start the process of "building the furniture". Today, they told us we would need to shell out over $1600 to have our order from 10/30 processed, AND it would be an additional 1-2 weeks.
Upon further discussion, their final compromise was we would "charge $500 to process the order", then they would "credit that $500, and apply it back on our approved credit". AND...they would also send us to an expensive steak house. No, no, and just NO! First...we should have been told upfront about the 25% down. Second...5 weeks, not one phone call stating there was a hold up. Third...La-z-boy dropped the ball. This was their screw-up, and I wasn't going to accept different. Conclusion: I cancelled my $8169.14 order due to their corporate customer service. I basically cancelled this order over $500 dollars...but hey, we would have gotten a $100 steak dinner for accepting their wrong. La-z-boy lost a sale, and lifetime customer...

We purchased a top of the line power recliner from La-Z-Boy in San Diego. At check out, without telling us, $300 was added to the invoice. When challenged we were told we picked a different color fabric than the floor model. After some heated complaint the additional charge was backed out. After delivery, after a day or so the chair developed a toxic chemical odor that was growing stronger in the next few days. My wife and I developed headaches and called the store and got nowhere. We called corporate and was told the smell was from flame rdant and they they could send someone over but it would take 2 weeks. That was unacceptable so we asked for some one higher in authority. We were told that there was no phone number we could complain to, or try to get a earlier date and we had to use e-mail. We had to use e-mail to contact someone to come sooner as well. At virtually every level there was no phone number to call. All the while the odor was more prevalent and smelled up the entire room. We were thoroughly frustrated. Two e-mails were sent but not responded to. We ended up taking the chair back to the store and told them we were going to reverse the charges on our credit card. Only then did they refund our money. After this unpleasant experience I googled the company and found over 320 one star reviews and 2 five star ones. I will not buy from them again, nor recommend them.

This complaint concerns the La-Z-Boy store on Cleveland Avenue, Fort Myers, FL. On April 13, 2014, I ordered a set of Spectator Chairs and provided a down payment of one-half total cost. To date, July 16, 2014, the furniture is not delivered nor do I have a scheduled delivery date. In addition, the two representatives from the store, Store Director and Sales Woman, are non-responsive and/or unable to provide details on status of order and delivery date. The best these two individuals can do is to offer excuses, and this only occurs after I call them. The promises of a return or follow-up phone call are hollow from either individual. I have been a La-Z-Boy customer for 15+ years enjoying both the quality of the product and customer service. The fine print on the contract indicates a special order, which most everything from La-Z-Boy is special order unless you buy off the floor, is a non-refundable purchase. I am going to attempt to cancel order to receive a refund, which given this experience appears unlikely. The Fort Myers store is a disaster. I wholeheartedly recommend avoiding this store and its staff.

I purchased a leather recliner from the Lay-Z-Boy Furniture Gallery in Green Bay, Wisconsin in November 2013. 13 months after purchasing the chair, the color started wearing off of the headrest. This should not happen on a $1,500 chair and I called the customer service number. They told me this was out of warranty, (of course) and that the 5 year leather protection plan I purchased didn't cover it either, but that I should send a photo and they would see if it would be covered as a defect. I sent the photo and haven't heard from them since. Despite phone calls, emails and posts to the Facebook page, nobody has contacted me for follow-up. I will never purchase another Lay-Z-Boy product.

Sixteen months ago I paid nearly $800.00 for an electric fabric lazy boy recliner.
Recently I was attempting to raise the foot rest and heard a loud pop. In attempting to lower the rest there was another loud pop and the foot rest collapsed. Under the chair on the floor I found several pieces of broken plastic. I am very disappointed that such low quality components are being used on this expensive piece of furniture.

I work for a city fire department in Texas (I won't say which one so I don't get anyone in trouble). We purchased 8 recliners for our brand new fire station less than 2 years ago. I believe each recliner was almost $1000 per chair. Since opening the station these recliners have fallen apart. In less than two weeks over half of these chairs needed work to the frame and the tension coils that hold the back of the chair in place. We contacted La-Z-Boy warranty since they have the famous lifetime warranty. This is one of the main reasons that we purchased these recliners from this company. We were told numerous times that we are classified as a business and that this classification voids the warranty. Can someone please explain to me how an emergency service like the fire department is a for-profit entity like a business?! Needless to say we are not happy with how this company sold us these chairs under false pretenses in regards to the warranty. Now we will have to come up with over $1000 to fix chairs that haven't worked correctly since the first month of buying them...I will never buy from this company again for professional or personal use.

I ordered a sectional from the store in Huntsville, AL on March 29, 2014. I was told it was special order (requiring half paid down) and would take 8-10 weeks to arrive. As of today, Sept 1, 2014, I still have not received the items ordered. I will NEVER do business with this company again.