The worst customer service I have ever experienced. We ordered a Kennedy sectional online in July 2020 and received delivery in October 2020. Delivery people advised us the sectional pieces did not match (there is a 1-inch difference in the frame size) and we would be contacted by La-Z-Boy. In the months of attempting to resolve this I have never received a call from them. Instead, I call them and spend hours of my life on hold. They have sent repair technicians to our home 5-6 times in a pandemic to take photos and still (as of May 4, 21) have not repaired or resolved our problem. On May 1 2021 a repair technician attempted to install washers on the feet of our sectional, raising it one inch off the ground and now creating an uneven bottom. Other option the technician offered is putting spacers between the pieces and making a gap between the sectional pieces. The couch was not made correctly and it is unbelievable to me that La-Z-Boy thinks these would be acceptable repairs. It has been almost a year since we bought this couch, it is horrible customer service for a piece of furniture that was incredibly expensive for us. 1 inch isnt much but it was supposedly going to be a quality piece of furniture.If I could go back in time I would have refused delivery of furniture thats supposed to match but was made incorrectly. NEVER AGAIN.

Don’t order online unless you want to delay everything by at least a week! Great chairs- so buy in store or on the phone!Yes! Most of the world buys online but corporate Lazyboy doesn’t understand this! My sister came out of surgery and desperately needed a recliner so we ordered online! Nope! Big mistake! Total nightmare! Corporate doesn’t even forward online orders to stores until after 72 hours and pending charges on your bank have fallen off! Don’t buy online! Call the store or go in!

Have been waiting 8 months for a couch - with THREE (so far) reschedules of delivery -which I only found out by calling my store. Was told two weeks ago my order was being ExPEDITED and that it would be just another two months. NONEXISTENT CUSTOMER SERVICE. A complete disgrace.

Love the new location. Nice and relaxing views.

First let me point out that I am/was a disabled veteran that had a major surgical procedure performed to remove cancer from my lower leg/groin area.I went to the La-z-boy furniture store in Fresno, California in search of a recliner that I could use to aid in elevating feet and comfortable to rest in because I would be confined to it for some time. In short, the store manager, let’s call her “K”, went through a mental checklist of all my requirements, told us over and over how this was the one to buy and directed us to the recliner we eventually bought... for well over $1,000. This is a huge amount to us because I’m on a very limited and fixed income.In less than a year we began having difficulty with the chair. Eventually we contacted the store and was directed to call the service department to have a service representative come and fix it. Because I would be receiving treatment the first day they offered to fix it, they scheduled a date 3 months later.The chair was moved to the side until they could come to fix it. Instead when the technician came to fix it, unable to get it apart, the technician borrowed a crowbar to pry a piece apart.Now, the chair sits in pieces because the technician busted bolts from the pressboard arms that were used to pivot the recliner on and initially I was told that not all parts were covered and I would have to pay almost $600 for those parts. One week later “K” called me because I had tried to call and was hung up on. She told me that I could have it fixed but I would have to pay over $200 for the technician.As I don’t have, nor should pay for anything under warranty, they refuse to repair it without being paid or even put it back together. Now it sits in a pile, left where it was taken apart.DON’T BUY A LA-Z-BOY AND DON’T BUY FROM THE FRESNO CALIFORNIA LA-Z-BOY.

Literally the worst customer service I have ever experienced!!!!!!!

Waited 4 months to get chair when originally told it’d only take 2 months. Chair came and it tilts forward to the point that the chair touches the floor. I was so happy to finally get the chair I didn’t notice this defect at first but I called within 2 days of receiving the chair to get it fixed. (This is where I made my mistake... I needed to reject the chair when they dropped it off, but since I didn’t I’m pretty much screwed). Tech came out 3 weeks later told me what he thought the problem was but needed lazy boy approval and that I’d hear back in 3 days... lazy boy never called. I called and was told someone would call by the end of the week. No one called so I called. They want to send another tech out in a month to fix what they think the issue is, but they won’t schedule the spot until I get the part and when I get the part I have to call (and wait on hold for 30+ minutes) to schedule my appt that will likely be a month out. I told them I was done waiting and I wanted my money back so I could just move on from this horrible experience... I was told I’m SOL and they won’t refund my money. Soooo I’m stuck waiting for a month (again) for them to come fix the chair that was purchased specifically so I had a rocking chair to rock a newborn baby in. The baby is now 3 months and I have yet to rock him in this $1,200 chair I paid for 4.5 months ago. I thought they’d stand behind their satisfaction guarantee, but I guess not because they’re trying to fix it but “I’m being unreasonable asking for a refund instead of giving them 2 months to fix it.”Guess I’ll let you know in a month if they fixed it... but after 3 phone calls and spending 2 hours on hold and not having a functioning chair for another month my review stands at 1 star.Update: it took 4 months after receiving the chair for it to be actually fixed. The tech came out and switched the chair from a swivel to a rocker in 18 minutes. The chair works great now, which begs the question why they offer a swivel option on chairs that it doesn’t work for correctly. I have to call lazy boy to see if I can get the $150 back that was the upgrade from the rocker to the swivel, but I really don’t want to waste more time on the phone with them. I love the chair now, but due to the extremely long wait, the fact that the swivel should have never been an option for the chair, and the enormous headache caused by this mess my review stays at a 1 star and I think even that is generous. If I could go back I’d buy a chair from another company and will never purchase from lazy boy again. They had my money for 8 months before I got a functioning chair. It took 4 months to get the chair and 4 months to make it function properly.... my baby is now 5.5 months old and is just now going to be rocked in this chair that was a baby gift from my parents 🤦‍♀️

Lazy Boy is not what it used to be. I purchased a Harbor recliner. Third one. All others were beautiful.The fabric on this one sags all over.. the seat has a 3 inch fold hanging.. The corporate office informed me that this is the way it is designed. The one in the store sure doesnt. My other 3 looked better after 10 years of use. After being a Lazy Boy customer for 30 years, I will never buy another and will tell all family and friends of this quality a MN d no customer service.

Bought a recliner. Got the wrong one. Store will not make it good

Wow, what a disappointment! Wife and I both 81 years old. Bought matching love seat and sofa, both recliner models, in February 2019 thinking it would be our last major furniture purchase. At the rate they are failing/breaking down we will be needing to replace them by Spring of 21. The set we replaced also needed constant repairs. I guess the concept of quality control is a thing of the past. Bye, bye Lousy-Z-Buy!

I will not purchase another Recliner or any furniture from Lazyboy henceforth. It holds up for about a month and then it begins sagging at the back (poor filling support) also the seat area, then you feel the plywood jabbing at your hip from the arm rests. I concur that Quality is superceded for mass marketing. Oh this recliner I bought was custom ordered, fixed not once but twice, no sense in trying for a third.

I purchased a complete family room of La-Z-Boy leather sofas and recliners 4 years ago. To date I’m very pleased with its high quality, comfort and appearance. It was important to me to not only purchase quality furniture but keep most of my hard earned money in the US with most of it going to this company in Monroe, Michigan rather then purchasing similar furniture sold by Costco made in the Philippines. As an automotive engineer in southeast Michigan with a second degree in economics and above all some common sense, I know that how I choose to spend my money has a far greater impact on my local economy then even whom I vote for. Thank you La-Z-Boy for excellent furniture and always striving be better than your competition.

Poor drivers in the Davenport location!

*****Potential Customers Beware, If you have any issues with La-Z-Boy delivery company the store or La-Z-Boy corp will not take care of the issue, they push you off to deal with the delivery company*****2/7/17I had a bad feeling about purchasing a chair from the La-z-Boy store in Grand Rapids, Michigan. My sister found a La-Z-Boy chair online and called the 28th ST store to verify the availability and price. Was told the chair is in stock in Chicago and was told the sale price was correct. She had been look for a chair for my mother who is recovering from a hospital stay. I when to the 28th ST store, I asked for the chair, I was told that wasn’t the price of the chair. They finally told me they would sell it at the price my sister was quote plus a delivery fee. I paid for the chair, I asked the salesperson if the chair could be set on hardwood floor. I was concerned about scratching the floor because the chair was just going to be temporary. I was told yes it had pads that would protect the floor. The chair was delivered to my mother’s home. The delivery person told my mother the chair was ok to place on the hardwood floor. They set the chair in the living room and left. My mother used the chair for 3 days. She dropped something on the floor, went to pick it up and she noticed the chair was scratching the hardwood floor. She contacted family member to place rug under the chair to protect the floor. I called the 28th St store, was advised by the lady who answer the phone that it wasn’t the stores problem by the delivery company. I received call from delivery company person, the phone number is for La-z-Boy Comfort Care. I was asked if I had photos, I advised yes, he gave me email address. I tried to send the photos, appears I had incorrect email address. I called the Comfort Care Number for La-z-Boy, was on hold for sometime, I was told to send the photos to Comfort Care and they would send the photos to delivery company. I didn’t hear anything, I called back, was advised they received my emails and would send them to delivery company. At this time I had the delivery company email. I sent them a email today to confirm they received my email. I haven’t hurried anything from delivery company or La-z-boy. I would think long and hard before purchasing anything from La-z-Boy.The plastic pads on the bottom of the chair had debris embedded in the pads. It appears the chair had been sat down on dirty floor in warehouse, truck or who knows where. When they moved the chair in place it scratched the hardwood floor and when you get out of the chair it moves causing scratches.It appears La-z-Boy is only concerned about selling the chairs not concerns if delivery company causes any damage to a customers home.I would like some communication from somebody that they have received my photos and what they happen on doing to take care of this issue they caused to our hardwood floor. You would think the delivery person would make sure the plastic pads are clean. My mother is in her 70’s, she can’t turn the chair over to check, she asked the delivery person and was told no problem with putting the chair on hardwood floor.At this time we are not happy with La-z-Boy customer service.post photos showing damage, not sure why they dont show.

I am handicapped and was looking for a motorized chair. Bought one but did not feel right once delivered. Big lump felt in lower back area. Tried to return it. What a nightmare! They wanted to keep around $700 of my money! After talking with Mr. Scott Fuhrmann I was able to lower it to $100 but I still feel this was not my fault!

I dont know where they went but this place is an empty lot.

I will never buy a Lazy Boy product again. In 2014 we bought a couch and love seat. They encouraged us to buy the extended protection policy. So we did. A couple of weeks ago, by mistake, we spill some acetone on the couch. It ate up the cheap leather. My protection policy which protects my furniture covered NOTHING plus I had to deal with some rude and a person who threatened to cancel my policy. My policy didnt cover acetone, however, they work with a company who does. If you can refer it out, then handle it yourself under the policy I bought. It was $59 to come take a look at it, $275 labor to fix it plus parts which they couldnt tell us how much they would cost. Does this sound like a company you want to work with??? We fixed it our self for $30..

WARNING: DO NOT go to Lazy Boy for furniture unless you have money to blow on a lawyer or new furniture. Here’s why: they have a warranty which says once the piece of furniture is in your house, it cannot be returned- even if it is defective (as in a manufacturing defect). Even if the furniture is defective and it wasn’t delivered in good condition or work as intended, they will not return the product no matter what. It’s your problem. The money you wasted is your problem. Here’s what happens when you try to get it fixed: you make the call immediately after delivery telling them it’s defective and then customer service says they will get back to you within 24 hours. They don’t. You call again, they say they will get back within 2 days. They don’t. Finally, someone calls with a date. Then Lazy boy calls with a different date. You wait. The person doesn’t show up. They schedule a new appointment with someone who may or may not come. I ask if someone else can handle it, they reject that suggestion. These are my experiences. Customer service doesn’t care, managers don’t care, store owners don’t care. They sell you defective products, they don’t allow you to return them and it’s your problem. You might have to go to court to resolve the problem. So I repeat- DO NOT GO to Lazy Boy unless you have the time and money to blow because they don’t care about people getting good products, they just want your money.

Ryan Price, Store Manager was not helpful after costly purchase of chair that broke down 2 months out of warranty. This man is inept, not helpful and told me to be nice or I would see what online help would be like. Huh? He needs to be paid to stay home and away from paying customers.

Kennedy sofa broke within 18 months. Weve been loyal to their brand and nothing. Customers pay labor after year they will insert your issue and state not manufacturer defect after a year. Go anywhere but lazy boy pay for warranty do yourself a favor so you wont end up with 4k if furniture like us that cant use.

Have had their service professional to repair my one year old chair three times, foot rest had no padding or material on the back, seat needed replaced and now the arm fell off. They want to charge me for the repairs after the chair was taken apart 3 times for repairs. Said I could not get a replacement. We have 2 chairs upstairs that are 20 years old and in great shape. Never buy Lazy Boy again.

Horrible experience. My recliner has sagging fabric in the front and back of the backrest. The stitching on the front of the seat cushion is uneven. The wood base has 13 holes in it, 4 of which are supposed to be there. Snd I have no recourse. The sales rep at the local store contacted his sales rep from the La-Z-Boy company and was told there was nothing they would do. Even the base full of holes,well thats how some of them come out. Seriously! My guess is that the company is in the process of folding as in my experience, it seems evident they no longer have a Quality Control department or a Customer Service department. I am beyond disappointed. I am appalled.

My showroom and sales experience at the store front in Plano, TX was super. My salesman was knowledgeable, patient, and very professional. Then I had to deal with Angel Petty in customer service. She would not return calls; made decisions without talking to me or calling to discuss the problem (very minor) that I was having; was rude and obnoxious. Can you imagine - a customer service rep who does not return calls and assumes what the problem is?!Last night a very nice gentleman called to tell me that he was delivering a new chair today - what for - just doing what Im told. Of course NO ONE at the store knew about this and Angel would NOT return any calls to tell me what was going on. I called right at 8:30 this morning and told her that I was going to call every 30 minutes this morning then every 15, 10, 5 etc. until someone called me. (Her recording states to not leave multiple calls as all calls are logged in. I was going to be sure that she had a book full of logged calls from me!) She did - rude, obnoxious, talking over me, TELLING me what she was doing. She said that she was out sick at and at home. I couldnt call you from home. She lied and told me that her voice mail recording stated that she was out of the office. IT DID NOT! It stated that she was assisting another customer.Just because of her, I will NEVER, EVER purchase anything from La-Z-Boy and will write a personal note to the salesman to let him know that I will not be using the additional cash-back program and thanking him for his patience in helping my husband (who suffers from multiple strokes) find the perfect assist chair. I would rather lose that money than have to deal with the chance that I would have questions of your customer service.She would not even give me someone else to talk to - she was it. She told me to go to the website. You need to fire her and get someone who understands customer service. I was not looking for a new chair (only had this one 5 days and liked it). So, she is costing you money in produce and delivery.

We have had a TERRIBLE experience with La-Z-Boy and your products! We bought my mom a lift chair, it didn’t work for her, so after paying a $350 re-stocking fee we have another lift chair for her. This chair has been nothing short of awful for a handicapped person and tonight she has fallen out of it (the chair TIPPED OVER while she was in it!) for the THIRD time. Now we have paid an astronomical amount of money for a dangerous chair, can’t return it and are stuck with a huge bill! We want to return the chair at no cost, but were told we can’t - what a TERRIBLE way to do business. You can be sure we will be reporting La-Z-Boy to the BBB.

Stood at the door as a visitor pushing the button that saysspeaker for 10 mins. Come to find out the speaker was broke. Security guard at the front desk had his head down the whole time and didnt even notice me until another employee came and let me in. Had no knowledge of the rooms or where conferences etc were

The worst customer service ever. Sychronicity Bank refused credit until they could send me their plastic credit card ( five to seven business days)and then I had to go back to the store to get credit. We own our home, have an 850 credit score and was told sorry, by the store and La Z Boy corporate, theres nothing we can do but take $445. on your Visa to hold your purchase until the card came in the mail, go back into the store to present the card and then we can set up delivery After dealing with a devastating loss in our family, and needing a comfortable place for the older family members from out of town. I am extremely disappointed.

I ordered 2 Eldorado High Leg Recliners at the end of August 2018 from a local retailer, and was told that they would be 6 weeks out. Received a phone call from retailer last week and was informed that the chairs have been pushed ANOTHER six weeks out. When I asked why, it took over a week to find out there was a delay in the leather. The chairs have been pushed again to the end of November. If there is a delay in manufacturing, why is this not being communicated to customers and retailers? I have sold my other chairs and am now sitting chair-less for who knows how long while my new chairs have had a significant down payment on them. Wonder how long my living room will be empty??*******UPDATE****** We are now into February of 2019 (almost March) and STILL NO CHAIRS. In early January, we modified the order to choose a different fabric that was in stock. Again, we were pushed to early February, and were told again, a couple of weeks ago that the chairs are again pushed to the first week of April-this time due to an issue with the wood. You cannot possibly tell me that La Z Boy, with all of their retailers in the US that there are not 2 chocolate covered Eldorado High Leg Recliners that they cant put together for me. Again, I feel like they dont care at all about their customers. I know that my paltry 2 chair, less than 4 thousand dollar order, most likely doesnt even matter to them, but my family works hard for our money, and this is most disappointing.

I bought 2 recliners four years ago for around $1,500. My husband and I are older and expected these chairs to last through our retirement. The foot rest broke on the power recliner, and the material on the other recliner is shredding. Basically these chairs are now junk. La-Z-Boy will not pay for the labor to get them repaired. I am very disappointed with the quality of these chairs, and would not recommend La-Z-boy to anyone.

Purchased a 6 piece custom Aspen sectional last Summer. Some minor issue in first month that were fixed on one power recliner. After one year all the cushions started to have sagging corners. Originally purchased a 3 year extended warranty expecting it to extend all manufacturers warranties, but found out it only covered the service on the sectional. Sagging started after one year warranty expired!Complained about the sagging 8 cushions a technician was sent to evaluate and report requirements to repair. Was given a quote of $268 to replace all the pillow bags, but they would have to take components to shop to do so with an estimate of 2 weeks. Also, the new pillow bags were not warrantied like the original.Expected much better quantity from a well known brand, but did not get it!!

I had a lazy boy for many many years so I bought new furniture from them without shopping, big mistake. They no longer can rest on their laurels from past high quality. The very expensive furniture I bought from them is garbage. I do not recommend them, stay away! 😡

La-Z-Boy ROWAN Three Piece Contemporary Power Reclining Loveseat with Storage and Cupholder Console has a high back which is intended to close the open gap between the two recliners. This added high back makes it difficult to move your right arm in the left chair, or left arm in the right chair. If you bump the backing with your arm the whole Center console lifts causing whatever is on the table to be knocked over or if it is a drink, spilling it even though it is in the drink holder. I dont believe that the designers ever sat in these chairs otherwise they would never have marketed them under the la-z-boy name!I know that nothing is generally done with these reviews, but, honestly, how did this design ever leave the factory floor? Am I the only one who has a problem with this design? By the way, the Rowan Recliners are awesome, the only complaint is the Center console high back which is awful.RegardsTerry

We bought a Lazy Boy recliner 4 years ago because of the good ratings the chair received. We also bought the leather warranty on the leather. To our surprise the discoloring of the leather was not covered on the warranty. I have had the same leather couch for 15 years the leather never lost its color. I would not purchase a Lazy Boy leather recliner again.

All the workers do seem to be pretty La-Z. I especially liked that they were all boys. They truly were keeping true to their name. 10/10 would be lazy again.

Spent $5,500 on a sofa and loveseat recliners. After several weeks when they were finally delivered the finish quality on them was poor. Fabric hanging out from. The necessary hardware to attached the pieces wasnt installed. Holes werent drilled for attachments. Unbelievable. The subcontractor delivery people told me I would probably be better off rejecting delivery. Only later did I understand why. The service group for La Z Boy was supposed to call me the same day. Didnt heard from them for over 4 days. Then I spent over a week trying to reach them on the phone. No voivemail. You sit on hold for unreasonable amount of time with no indication how long your wait is. I finally called the store to get help. They called the group and I got a return call. Couldnt schedule a service call for under 2 weeks. The service guy finally shows up. He has not brought any of the equipment to do the repair. It would be another 2 weeks to get the hardware and probably weeks after that to reschedule. I went to the store and asked them to come pick up their sofa. They refused and the store manager was no help at all.Do NOT do business with THEM.

Would give zero stars if possible. Horrible customer service experience since receiving our sectional sofa back in January 2018. Gaps between pieces is excessive and uneven - sofa looks terrible. Have been trying to get resolution since day of delivery. Repeated visits to store and face-to-face conversation with store manager and regional manager just led to promises of follow-up that never happened. After months of waiting for some type of communication, finally demanded full refund. Regional manager refused - wants to charge us a 30% re-stocking fee. Have since filed complaint with BBB. Not surprisingly, La-Z-Boy has not responded to it. Finally left voice mail for Nancy Camarota, VP of Customer Experience. Waiting to see if she will respond.

I purchased what a believed to be a high quality leather recliner. I purchased the warranty from Guardsman. After 4 1/2 years I filed a claim because the head rest was torn in multiple places. We were denied coverage because the technician said the leather was deteriorating from normal wear and tear due to body oils. The leather was paper thin and crumbling. The Guardsman did agree to replace a torn footrest. After waiting on the part to arrive for 11 weeks, La-Z Boy sent the wrong color! In that amount of time the head rest looks so terrible I dont know if it is worth it to wait another 11 weeks to for a new one. My husband complains that the chair has never been comfortable. He has added padding in the headrest and has to use a pillow on top of the foot rest because of the lack of padding. This chair was not cheap, $1200 on sale with the warranty. Save your money. It is cheaper to buy a $500 chair every five or so years if La-z-Boy cannot produce a better product. Other furniture stores agree there may be discoloration but leather should get broken in not wear out. I have a leather sofa from another company that looks perfect after over 10 years of sitting in same spot everyday(only some minor color change on the arms). I will never buy La-Z-Boy again! Oh by the way, this is the first negative review I have ever written for a product.Just makes me feel a little better, even though it wont change a thing.

What a decline in product and service over the past 24, 17, 7 years!We purchased our first La-Z-Boy recliner in 1994 (and still have it in the spare room!) It was well made, and the fabric still looks great. We have had it serviced to keep it working well three times. ($25 each time.) Each time, the techs came, serviced them, and left.In 2001, we purchased a leather La-Z-Boy recliner sofa. (When we sold it 14 years later, it still looked awesome, and we were able to sell it for almost what we paid for it!) Over the years we had it serviced twice just to keep everything working well. There was a mechanism that needed repaired. The service charge was included with our other recliner, so no extra charges were made.The most recent La-Z-Boy recliner was purchased in 2013. Within four months we had to call for service on the foam stuffing inside the seat, and the seat stiching was coming loose. A new seat was delivered and installed.Now, within the five years of our fabric warranty, the stitching on the footrest has come loose. We called, and this time we had to pay $116.63 for a tech to come out to diagnose the problem!Before the tech came, La-Z-Boy requested photos of the chair, the stitching, the surrounding area of the chair, the tags underneath, the extended fabric warranty. All photos of everything were sent to them promptly.However, when the PREPAID service tech came, HE DID NOTHING but take pictures. He said they dont show him the photos we customers send, so he only came to take more pictures. That is what my $116.63 paid for.And it has been almost a month since he came to diagnose the problem, and Ive never heard back from La-Z-Boy, so nothing has been fixed or scheduled to be fixed. The longer they wait to schedule the actual service, the closer it is to my five-year-warranty date for the fabric.What a pathetic decline in a formerly reputable company. No more La-Z-Boy purchases for us, and were eager to tell our story.

ABSOLUTE WORST EXPERIENCE – READ BEFORE SHOPPING AT LA-Z-BOY… After waiting 6+ weeks for nearly 10k of custom furniture (including extended warranty), I was not only delivered a broken & potentially dangerous sectional couch (electric recliner freezes mid recline and makes LOUD grinding noise & vibrates the couch/room), but the delivery team also significantly scratched my hardwood floors (see pics).. So I quickly called Customer Care about the issues (expecting nothing but the best considering the supposed top notch quality – not to mention the top notch price), only to be told (by someone that clearly could not have cared less) that the first available repair was at least 3 weeks out, and that the drivers would need to come ‘inspect’ the floors before discussing them any further…So I called the store, talked to my Sales Associate, and within 24hrs I was getting calls from no less than 5 different numbers from 3 different states – including the Delivery Drivers calling me multiple times complaining they would have to pay for the damage to my floors, which I found particularly inappropriate.. I asked that we consolidate the conversation through the store manager Jenn who was now involved, but things only got worse… Despite sending pics of my clearly damaged floors (see pics), and saying I would allow a Flooring Expert to come inspect the floors and quote/fix, she insisted that someone from Lazboy must inspect the floors first (“otherwise we consider that superficial”).. She was able to get the repair date bumped up significantly, and said this ‘senior couch repair guy, who has flooring experience’ will 1. Inspect the couch to ensure no safety issue, 2. Fix the couch, and 3. Inspect my floor damage…Instead of sticking to this appointment, ONE day in advance of the scheduled date, I get a call from the Repair Team coordinator telling me this ‘senior’ guy is not available that day and will come the next day… Well I am not available that day, so I tell her very clearly “keep the scheduled date, come fix the couch, we’ll handle the floor damage separately – but really please communicate this through the Jenn as requested” (hoping maybe she would do something about it).Jenn calls, asking that we reschedule to the next day. I tell her I am not available and want to proceed with repair as scheduled…… but no, they canceled the appointment. Jenn calls them back, calls me back, and tells me Comfort Care is not comfortable coming to fix the couch…. No alternate repair date, no nothing… I said I want to hear from a ‘Market Manager’ that she keeps referencing as her Boss. She says I will, and I have not.So at this point I have paid nearly 10k for broken/potentially dangerous furniture, I have significantly damaged floors (and am just about to list my house for sale – great), spent over a week (countless hours) having to deal with some of the least professional customer service I have experienced in my life (was even told a certain date wasnt convenient for them because I would have to schedule a babysitter that day), have been told over & over how none of it is returnable/refundable.. and I have no appointment or solution to even start to address ANY of the issues.. Just hope I get a call from someone new to start again? No thank you.Un-imaginable experience… I had the highest of expectations considering lazboy’s reputation & cost, but that could not be further from the truthBy the time you get your furniture they have long since laughed all the way to the bank and won’t hesitate to string you along. Expecting you to accommodate their schedule and not appreciating what it takes to be available for these repairs and inspections, that should not even be necessary in the first place.SPEND YOUR HARD EARNED MONEY SOMEWHERE ELSE

Best place to work

Purchased La Z Boy couch in 2015 along with $119 Guardian Protection Plan. After 2 years, “performance” fabric on couch cushions has worn so thin from sitting on it there are holes starting to develop.Contacted Guardian twice, apparently customer service is not a priority. Was told this was normal wear and tear and they would not cover it. Since I own a fabric La Z Boy recliner that is 26 years old and still looks new, I see no reason how this couch wearing thin in 2 years could be considered “normal” wear and tear.Contacted La Z Boy, again, twice, starting to see a trend in (lack of) customer service here. I was told the warranty on the fabric for my couch is 1 year. Their solution is to let me order new cushion covers for $150 each, discounted from $250 each. We’re talking covers here, not entire cushions.Two covers at $500 is 2/3 the price of the ENTIRE couch. With the discount being $300, that’s still 40% the price of the couch. In no way does that math work in relation to the amount of:fabric on the remaining couchcost of filling, springs, and frame of the couchthe cost of labor to replace these covers vs. the amount of labor required to actually MAKE THE COUCH.Where I feel I already paid for this repair with the $119 “protection plan” that turned out to be no more useful than a hamster cage liner, I am now being told I need to pay an ADDITIONAL 40% the cost of my ENTIRE couch to replace 2 cushion covers.From the La Z Boy Website:Durable fabrics with proven performance.Performance Fabrics, by definition, have superior stain and fade resistance, long lasting durability, and are easily cleanable.B9802 Imperial, C1256 Bacall, C9323 Shona, C9484 Hush Puppy, D1426:These products are all made using 100% Micro-Denier Polyester yarns which are inherently stain resistant and very easy to clean. Micro-Denier Polyester yarns are made for today’s active lifestyle offering soft luxurious feel with incredible durability!This is CLEARLY false advertising. If they stand behind the durability of their so-called performance fabric, why isn’t the warranty better than any other fabric? This is very telling that La Z Boy is misleading their customers when they won’t even stand behind their own product.They are additionally misleading their customers into buying a protection plan that is of little or no value. If this is in fact, ‘normal’ wear and tear, then their advertising and warranty are false and misleading. If this is not ‘normal’ wear and tear, then the protection plan they coerce you into buying is a total sham, and at best is shady regardless.Customers are being duped into buying an inferior product under false pretenses. This year alone on a consumer watchdog sight I noted approximately 57 consumer complaints regarding similar problems. This does not include the multitude of unrelated complaints. I had full confidence buying this couch based on the quality of the chair that was purchased 26 years ago that is far superior to what this couch ever thought of being. This couch is in no way even close to the same quality. Their “proven performance” is no longer substantiated with proof, and I am stuck with an eyesore which is in fact proof of their inferior product.

Beautiful office building in a nature setting. Friendly people.

Friendly, very helpful, non pressure sales staff. Great products that arent imported like all the other furniture stores.

We bought this brand for quality. I bought a reclining sofa and from the day it got delivered, it wasnt right. It takes months for them to respond...when I move my sofa to clean, there is always some new part laying broken underneath it, or a screw that has fallen out of it. And theyve yet to honour their lifetime warranty on anything. I would never buy another thing made by LaZBoy.

Ordered $7,900 of furniture on May 3 with the impression would receive in 30 days it’s aug 22 and I told it will be another week at least mr john Kennedy of WINSTON Salem has basically lied about everything and could care less if we get our furnitureI called Corporate in Monroe and they Could care even lessI can count 14 pieces of laZy boy in my house at presentBut never againI will be writing letters to Winston Salem and Greensboro papers to let people know what to expect

I purchased a La z Boy office chair from La z Boy for $1,495.00. The Top Grain Leather is peeling on the seat, arms, front, and back. I have this in my office (physician) and am stunned by the very poor quality. NOT top grain leather!. I tried to call for help several times over several days to no avail. Sat on hold for 15 min or longer only to get disconnected. Called the Sterling Heights store who gave me another number. Called that number, waiting on hold for nearly 30 min. Finally a person answers the call only to tell me they dont handle this and to call yet another number. DO NOT BUY LA-Z-BOY PRODUCTS, THE QUALITY IS TERRIBLE, AND THE CUSTOMER SERVICE EVEN WORSE.

My sister recently quit that customer service job position there because they were very unprofessional on telling her she had messed up, instead of taking her into a conference room alone and letting her know what she did wrong, they instead embarrassed her in front of other employees by confronting her on her error. Personally I like Art Van Furniture anyway.

They have a great cafe! All chef inspired food.

I havent even received my chair yet, but I was very put off by the corporate requirements the minute the store had made the sale. I was visiting the Springboro Pike Gallery near Dayton. The sales people were absolutely wonderful, but the minute the sale was made, the office people made me feel as if I was planning to stiff them for the money. I opted to put 1/3 down, and when I signed the papers, I see a very expensive delivery fee tacked on. I said I would pick up the chair, and I was told, that was required from the factory. ... They just called to have a pick up day assigned, but first, the corporate screen must have the rest of the money before they can go to the next screen for a scheduling. OH, I must use the same card i used at the store, and I cant put the balance on another card, or I will have to drive 35 miles to show them the card (corporate policy). It really makes customers feel like they are being hustled for the money, not as a possible repeat customer. So corporate, your stores are doing their jobs, but you make the customer feel less than valued.

After visiting the La-Z-Boy World headquarters, Im impressed how engaged and passionate the employees are. An iconic brand that cares!

I have been a customer of La-z-boy for over fourty years. So i talked my son into purchasing a reclining sofa, loveseat, and recliner from them telling him that they guaranteed their products. Less than a year and a half after he bought it a cheap piece of plastic in the recliner broke in the area of the leg rest. When we called to have it repaired we were told it would cost 100 dollars to pick up the chair, 109.00 an hour to repair it and he may have to pay for the part as well. I cannot believe the poor quality and poor customer service. I will NEVER recommend La-z-boy again.

Bought a sofa and chair from a store in mansfield thinking they were a good brand but I have changed my mind. The leather seams to be coated which is peeling off. Heaven knows what it would be like if we had kids clambering on it.

I paid $5000 for couch, chair and ottoman in April 2014. Leather is peeling off of the arm of the couch after 13 months. Have gotten no where with lazy boy, and their warranty department Ultra Shield is even worse. They sent a tech out to see it, ordered the replacement arm and then decided that they were not going to fix it. I have been on the phone with 7 different people between warrant department and store level, sent emails, nothing is being done. I have emailed and texted pictures to all friends and family, DO NOT BUY LAZY BOY!!! They do not stand behind their product, and the customer service is AWFUL

Felt very secure in the building. A lot of stairs. The building is very clean and there are many professional people there. No smoking allowed.

Purchased a chair from lazy Boy over $1300 and frabric is bunching and stretching, and looks terrible! After 3 months went back to store in Round Rock Tx where I purchased it and they said I had to work with the Dallas repair service. This is two years later and have had a horrible experience working with repair service. The chair looks terrible and they over-stuffed it to take out wrinkles (which didn’t work) and now is so uncomfortable!! Horrible experience and now they are saying they cant help!!

I always heard that Lazy Boy was quality furniture. I was sadly mistaken. I bought a reclining sofa, reclining love seat, recliner and lift chair from them a little over three years ago and the leather on the reclining sofa is splitting and the leather is not wearing wear at all. I had a technician to my home on June 14th because the lift chair is not working. It cost me $116.00 and its not fixed. He thinks it might be the wand, which he didnt have one with him. I called and ordered a new wand for 150.00 and Im not sure that will even fix the problem. I ordered the wand the 17th of June and I called today because I still havent gotten it and was told it wont be shipped until July the 6th. My son is handicapped and cannot use his chair. I will never buy from Lazy Boy again.

We bought a chair at Art Van it was the Mackenzie chair. We changed the color and pattern they delivered the chair with a defect and a smaller cushion so we had them take it back to Lazy Boy. The second one came back with a small cushion. so here we go again. We called Art Van, they came out and they wanted to take the chair to there repair shop and put more stuffing in the back to fit the cushion. Why cant we get the right cushion for this chair? We want this chair but no help from Lazy Boy or Art Van. Now do we send this chair back for a refund or get some help from Lazy Boy? HELP

I work here, so my review may be biased. This is categorized incorrectly, and we do NOT sell furniture here. :-)

Dear Sir or Madam:I bought a rather expensive leather sofa and love seat from your Amherst, NY location. Our salesman (Jon) was great during the sales process. The young lady who came to our house to measure and make sure the items would fit (I am sorry I forgot her name) was wonderful. However, as I was paying for the balance of the purchase I observed some very unprofessional behavior from one of your employees named Lynn. After I paid and began attempting to schedule delivery, I received terrible service. I asked to see a manager and it turned out it was Lynn, who was rude and dismissive. I asked to speak with our salesman (Jon) and I received the same behavior. I own a business and if I ever saw one of my employees treating a client like I was treated, it would be their last day. Its not always what you say but how you say it. Treating me in a condescending manner has guaranteed I will not return and I will make sure anyone I know who is thinking if going there will hear from me.

Purchased a sofa and loveseat from a local furniture store in Pennsylvania. Choose Lazyboy expecting great customer service. Boy was I wrong!! Contacted the store of purchase and was directed to send photos of the material shredding under the seat cushions. I was told that Lazy boy said the material is only covered for 1 year. I purchased the furniture in February of 2014, which was delivered in April of 2014. This was not the upholstered material, it is the material connected to upholstered material under the seat cushions. I was told it is a sewing problem, which tells me it was not sewn correctly. But Lazyboy refuses to make any repairs because as I have been told numerous times the material is only covered for a year. I expected better customer service from a name like Lazyboy, and I was so wrong. I have learned to not trust a name like Lazyboy, and will never purchase that brand in the future.

Went on tour, beautiful place

We purchased a premium La-X-Boy arm leather recliner in November of 2013. We also purchased the leather warrantee for $100. After less than two years our leather recliner is unfit to be left in our den. The leather on the top pillow has turned a rusty red color where the rest of the chair is a dark brown. The leather warrantee is not worth the paper it is printed on. They would not even look at the problem. Calling the Customer Affairs office, all they could tell me is that the chair is no longer under warrantee -- too bad! In addition to the leather, the rocker ratchet does not work properly and the recliner handle has lost most of its finishThis is very poor quality workmanship for a $1482, top of the line recliner. I would not purchase again from a company that does not stand behind their producth

Purchased a Lazyboy sofa for my son and his family Bought the sleeper model. Mechanism failed while under warranty, cushions collapsed needed replacINg as well as arm padding on both ends, quality is GONE in this product line For the money I could have bought him Carson or ARHAUS sofa and I bet the customer service would be better. The LAZYBOY service dept doesnt coordinate with COMFORTCARE their sub to schedule parts and install when you need a repair you need to make all the calls yourself this has been a nightmare started back in summer and still not repaired. Now parts are in but install cant bring -drives a car- not a truck-so they need to store in the home 3 weeks until installer can come out and same with bad sleeper mechanism must keep till pick up CUSTOMER SERVICE AND REPAIR STINKS FOR LAZYBOY TOTALLY DISGUSTED BUYING MY DAUGHTER HER DEN FURNITURE IN JUNE FOR NEW ROOM IT WONT BE LAZBOY

The Quality of there furniture is going down hill!

The Gallery Home Furnishings in Logansport, Indiana had my couch for 4 months and returned it broken. They had my loveseat for 6 months and returned it broken. We had to use lawn furniture in our living room to sit in. I called them numerous times inquiring about my furniture. A couple months ago the co-owner Linda called me and was insinuating it was somehow my fault. Never once did she apologize for having my furniture for 4 months. I called Lazy Boy customer service today (October 28, 2014) and they called The Gallery Home Furnishings in Logansport. Lazy Boy called me back and said they are going to deliver it or we can pick it up, which would I prefer. Linda had sent her pictures of the loveseat and Lazy Boy said it is a really old unit and needed upholstery work. I told her I was aware it needed some upholstery work and the Gallery does not do upholstery work. I also said the loveseat that I have the receipt and bought the loveseat and couch December 7, 2004. The mechanical parts for Lazy Boy furniture is warranted for lifetime. They called the Gallery and spoke to Linda Curts and told them I would like it delivered instead of us picking it up. I had also told Lazy Boy that I would be calling her (Linda). I waited about 20 minutes so Lazy Boy had time to call her and then I called Linda. I told Linda that I was Cathy Turner calling about my loveseat. She said yes…when would you like it delivered. I asked her if it had been repaired and she said “What did I say?” I said “you said when do I want it delivered and I’m asking if it was repaired”. She said “I’m not going to answer that question”. (We had called Steve, the repair guy the end of last week and he said he still did not have the parts). She started yelling at me and said “the dirty thing should have never been brought into her building to begin with”. I WAS SHOCKED! I truly could not say anything for a couple minutes except “Are you kidding me?”, “I can’t believe this!” I finally had to respond and I said “my house is not dirty. I cleaned houses for 25 years and my house is not dirty”. I kept saying I just can’t believe this, I am shocked. She said you started it. WHAT?!! I asked if my loveseat had been repaired and you went off! I did or said NOTHING to provoke her in anyway. I told her she was the rudest person I have ever spoken to. I also told her that I would be praying for her because she has a problem. I am still in disbelief.

I bought 2 recliner chairs and am having problems with both chairs! They are both under warranty, but can find no one to help me. I paid $1,600.00 for the pair, and I am very angry. I am not taking this sitting down, pun intended.

Husband and I purchased a lazy boy sofa (Not sofa bed) in August. Had to be repaired several time since then . Threads of yarn keep coming loose. They took the sofa away for 3 days and said it was fixed, then 3 months later it happened again. Called the store Manager, not very helpful. Once they make a sale seems like they dont want to know you.

Michelle s. In customer service is the best!!!!

Best place to work and best furniture in the business!!!

We bought two chairs, one did not work, after trying to get if fixed, i found out it was a used chair, sold as a new chair, even had a tag on it, not in customer home for more than 7 days, still trying to get it fixed. Head motor does not work, waited 3 wks, still not fixed. Would not recommand La-Z-Boy ever.still waiting for repair received April 4, still not fixed

Paid a thousand dollars for recliner for two. Has broken over 5 times and cant get it repaired right. Now I have to use 3 pillows to sit in my chair. Customer service SUCKS!!!

If you think their products suck, you should try working for them for 25 years. As soon as the founding fathers both passed away, everything went to hell...........the products, the wages, the benefits. Its just a greedy, impersonal corporation now.

Had a lazyboy rocker, recliner with heat and massage lasted over 15 years

Good furniture

Worst customer service ever. They dont honour any warranty. BUY WITH CAUTION OR DONT BUY AT ALL.

Top of the class facility

Worst customer service I have ever dealt with.

World headquarter of LZB !!!!

Horrible. ....never ever ever will I buy or recommend la z boy.......dont do it!!!!

The worst customer service i have ever experienced. My Lazy Boy chair broke in early February 2021. A service technician came, looked at it and rudely said a part has to be ordered and when I receive it to call for another service visit. The part came while I was out of town. When I returned and tried to get someone in customer service numerous times, I was on hold for a very long time or someone was going to call back but never did.Finally got through by contacting the sales department and a service tech came in October. He partially fixed the chair but told me the first service tech did not order another needed part. I received the part and now will not get someone out here until January. Thats almost a year without being able to use the chair!!! So disappointed in Lazy Boy!