Reviews
This profile includes reviews for La-Z-Boy Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 83 Customer Reviews
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Review fromT. M.
Date: 09/26/2022
1 starT. M.
Date: 09/26/2022
I have never written a review about ANY product in my life. My wife and I were couch shopping and decided to check out la-z-boy furniture. The furniture was expensive $6000 for a sofa and loveseat but we were assured you get what you pay for by our salesman. The furniture was delivered a few months later and we were satisfied. After a couple of months the electric recliners were not working properly. We called they sent a representative who inspected the furniture and he needed to order parts. After waiting a long time he came back and changed out some parts and left. It worked for a couple of weeks and it happened again. They sent a representative who informed us that the pieces they sold us were not suppose to go together. The middle section of the sofa should not be a recliner. He said it was going to keep happening. The metal pieces under the sofa were all bent due to the fact that the middle section which they sold us was not suppose to recline. After numerous phone calls with no results they told me it was user error. The $6000 couches are falling apart, there are huge spaces in between each section and to be honest I’m embarrassed to have them in my living room because they are an eyesore. They don’t open properly and they don’t close properly. The companies stance is they are not going to replace them because it’s our fault. The worst company I have ever dealt with by far.
La-Z-Boy Inc.
Date: 09/27/2022
Dear BBB,
This customer contacted our office with concerns regarding their sectional.
Upon review, the concerns reported were not consistent with a manufacturing or material defect, and were attributed to misuse in-home.
The furniture was serviced as a one time courtesy at no charge, and the customer's were advised that further service in regard to the same concerns would be on a charge basis as there are no defects present.Review fromKristie W
Date: 09/22/2022
1 starRegional Manager was great at selling me the recliner couch. I purchased it that Friday during Memorial Weekend (2022). It was one of their newest editions, so I was told. I decided on the electronic version to recline and adjust the headrest. He mentioned to buy their Comfort Care Warranty and any other protection and explained how easy it would be to contact Customer Care with any issues I may encounter - breakage, tears, stains. Etc.. So I opted for it and paid for peace of mind. After 3 months of waiting for my couch to finally arrive, two weeks later my footrest broke and the seat cuhshion is already flattening down. I tried to contact La-Z-Boy Customer Care Center regarding broken foot rest and seat sagging, twice where I waited 45 mins in hopes to speak to someone about the defects only to have nobody answer. I then called the Gainesville, VA location where I purchased it - 3 times! First time a manager answered and told me they would send a message out and that someone should be contacting me within 2 days. After I got off the phone, it dawned on me that he did not even get my information, maybe caller ID? In any case, nobody called me back. So, I called Gainsville, VA store again, where I was then told by a sales associate that I would need to speak to a manager, took my info and was told they would let the manager know and should recieve a call when he was at the location. No call back, again. The 3rd time, I spoke to an sales associate explaining my entire situation with calling the Customer Care Center, then contacting their location, twice, how nobody called me to fix this situation, and I definitely explained my frustration at this point. She asked for my information as well and assured me she would give it to the manager when he worked next. STILL no call back!! I paid over $3,000.00 for this couch with all the protection and yet nobody seems to want to speak with me about the defects!! Angry with Customer Care Center and Gainsville location!!Review fromLinda T
Date: 09/14/2022
1 starLinda T
Date: 09/14/2022
I purchased a sofa and loveseat from Lazboy in April of 2021 and received it in February of 2022.
When it arrived the one section of the sofa was defective. It took about 2 months to get a technician to my home to inspect this. He ordered a new section. Little did I know it was being shipped to my home. I received no notification that this was being delivered until one morning when I opened my garage door to see this large box sitting in front of my garage door. I had to move it into the garage. It was quite heavy. Then the nightmare began. I was on hold for several hours(2-3 hours) each time I called the repair department. After five attempts I finally called the store where I made the purchase and they were able to contact the repair department. Again I waited 4-5 weeks for a technician. He finally came today and when the repair was complete I asked him if he was going to take the defective section and the carton it came in. I was told he didn't have room and I had to dispose of this myself. How absurd. I have no way to get rid of this and I shouldn't have to. I will never step foot into another La Z Boy showroom. They have the worst customer service I have ever experienced. ***** ***** *** ******La-Z-Boy Inc.
Date: 09/16/2022
Dear BBB,
Thank you for alerting us to this customer concern.
I have contacted the customer today and left a voicemail. We will schedule a pick-up of the old parts. If customer has additional concerns they can contact our Comfort Care department by phone using 855-802-6636.
Kindest regards,
***** **Linda T
Date: 09/16/2022
I had my son come and take it to the local dump.Review fromPhilip S
Date: 09/07/2022
1 starPhilip S
Date: 09/07/2022
After waiting almost 1 year for our couch to arrive, we were surprised to find out that the couch is broken in several locations. One issue is missing bolts in the couch recliners. Another is moving parts in the seats and back of the couch when sitting. We reported this issue in april but its taken half a year to get support. One thing we learned is that La-z-boy does not have support on the west coast but sub contracts the work to VERY poor contractors. you also have to wait months for any repairs to happen.
We are also working with la-z-boy via Executive.Escalations@la-z-boy dot com but they are also slow and unresponsive.
We are still waiting for our repair.La-Z-Boy Inc.
Date: 09/08/2022
Hello,
We have located a service ticket for the customer and we see that they are schedule for September 09, 2022. We see that Executive escalation has able to get this sooner date for the customer. We contacted the customer about this sooner date on September 07, 2022. We will be following up once the service is completed.Review fromDavid F
Date: 09/02/2022
1 starVery poor customer service! I called them to get help with a problem with a recliner and the dealer was no help? They said they could not help me in anyway… have owned a dozen La z boy recliners over the years with no problems. Now there very poor quality, most made in Mexico . Frame not hard wood ! Partical board Osb , junkReview fromSteve P
Date: 08/25/2022
1 starSteve P
Date: 08/25/2022
I purchased 2 new La-Z-Boy rocker recliners back in April 2022. I did so to replace my 25 year set I purchased of the same style because of the many years of comfort and quality I enjoyed with owning them.
My two new replacement chairs with pet care kit, head and arm rest covers all of which I have still not received yet and my total investment totaled $2,167.97. I'm still waiting on my two sets of head rest and arm chair covers pet kit that they reported taking off my bill buy was never credited to their finance arm Sychony for my inconvenience. Both chairs exhibit visible arm to arm fabric flaws with one arm wrapped firm while the other lose and wrinkled. My old chairs did not have these unacceptable imperfections and I expect the same with my new set of chairs. My reply was these differences in visual appearance meets their standards and I'm pretty much stuck with what I have. I expect much higher quality standards for two chairs at this ludicrous cost.
I would T this pointing replacement chairs lookingike the floor model I seen back I. Phil or have them give me a full refund a d take their sub par quite chairs back. I really don't want them anyo get.
Respectfully,
Steve Pratt
2550 Emily Street
.Melvindale, MI 48122La-Z-Boy Inc.
Date: 08/26/2022
Dear BBB,
Thank you for alerting us to the customer's review. We regret to hear of any concerns the customer is experiencing. At this time, the customer's case number ****** is being reviewed by our next level of support. He will receive contact soon regarding a resolution. Thank you for your assistance.Review fromDianne B.
Date: 08/17/2022
1 starDianne B.
Date: 08/17/2022
2/25/22 Purchased a LZB sleeper sofa for $3055.82
5/12 Delivered in unusable condition: soiled cushions, crumpled upholstery, and screws missing. Bed part fell on the floor and the sofa had to be returned for repair.
When redelivered on June 9th, the inflatable section on the bed did not hold air. They promised to express ship a new “bladder” but we didn’t receive it until 6/20 and it smelled toxic. We set it outside for a week before reinstalling on 6/27.
7/4 We emailed 12 pictures to LZB regarding the shoddy upholstery.
7/14 LZB set up appt for independent inspection on 7/26
7/28 **** ****** with *********** finds screw on floor and others dangerously loose. He inspects the upholstery and says this is the worst sofa he’s ever seen in his 30 years on the job.
7/17 We email that This Situation Is Unacceptable and request a refund.
8/5 LZB offered us a new sleeper sofa instead of a refund. We are unwilling to wait several more months only to receive another defective item. They promised to get back to us in 2-4 days. Still no response as of 8/18.
We have spent more than 30 hours on hold with LZB “Customer Care” over the past couple months often to be disconnected after an hour or two. Sent at least a dozen emails. This is beyond frustrating. Please help.La-Z-Boy Inc.
Date: 08/18/2022
Hello ******,
Thank you for contacting us and advising of the experience that you have had, we regret to hear of these concerns; however, we have been working hard to ensure that we are able to provide an offer to you to resolve your concerns. It looks like a representative reached out to you this morning to provide an offer to you.
Please let us know if there is anything else we can do to assist with this concern.Review fromMitchel H
Date: 08/11/2022
1 starThe company scheduled an appointment with us. We received a call the day before the appointment to inform us of the arrival time. On the day of the appointment, the technician didn't arrive within the scheduled time. So, we called the number that phoned us the previous evening.
We were placed on hold. After waiting an hour we contacted the store and they explained that they can't contact technicians, representatives etc. but they were able to give us a number to call (which was the same number we were still on hold with). After two hours I tried reaching out to a different store. This time I pressed a different option which lead to someone answering saying they were from cooperate. We explained what happen and again we were given the same answer there's nothing they can do which was a repeat of the what the store said. However, she was able to tell us that there was a 4 hour and 36 min wait on the phone. Most stores give an option to call you back or they say your number 5 in line. Anything would be better than what they did. We were very frustrated but not swearing or belittling and the women hung up on us. There is no excuse for her nor a company's treatment especially when they demanded payment in advance and we were the only ones out of money and time.Review fromRita K
Date: 08/09/2022
1 starWorst furniture EVER!!! Couch, chair & console purchased for over $7000 and it's garbage!!!!! Couch & chair custom made and it's not even a week old & material on the couch is wrinkled, motor making horrible noises when footrest goes down and on the chair the footrest doesn't even meet up with the chair leaving a huge gap!!!! It's going to take over 6 weeks for service to come look at it & if they have to order parts, will have to wait for them to come in & then wait for service to come fix!!! NO RETURN POLICY FOR CUSTOM MADE FURNITURE!!!!! DON'T WASTE YOUR MONEY!!!!! NOT EVEN A 1 STAR REVIEW BUT THERE'S NO OTHER OPTION !!!Review fromRichard R
Date: 07/28/2022
2 starsThe furniture is pressboard. Doesn't hold up to hard usuage. I am 6'3 and 350 lbs. They sold me a chair 6 years ago. It has had to be serviced twice.
The 1st time, the repair person had to come back 3 times cause they kept sending the wrong parts.
This time, my chair broke in November of 2021. It's July of 2022 and it still isn't fixed. Repair appointments are 3 months apart. They repair person show, looks at the chair, orders 2 parts and leaves. 10 minutes. The next appointment, the repair person (different one), shows and finds more wrong with it and the wrong parts ordered.
I think 8 months to fix a chair is ridiculous. When you complain, they tell you there is nothing more they can do and even suggest you take it else where to have it repaired.
Worst Customer Service Ever!!!!
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