La-Z-Boy Paramus — Attraction in Paramus

I just had one of the WORST customer service experiences in my lifetime. I live in Wyckoff, NJ, and purchased 2 LazBoy couches at their Paramus store about 10 years ago. Recently, I've come upon the need to replace the sofa cushions on one of them. Thinking that that woud be a reasonable request for a couch only 10 years old, I attempted to contact them. Below, is my experience:

1. I called the Customer Service number listed on their website, selected the appropriate menu option, then was put on hold with elevator music with no message, or indication, as to my place in the queue. I waited 15 minutes before I hung-up the phone in frustration. Then, I re-called the phone number, but this time selecting the menu option to speak to a human. After I explained the problem to him, he then gave me the 10-digit direct number to call for service. Called that number, but discovered led me to the same place as before. After another 15 minutes of mind-numbing elevator music with no hope of ever speaking to someone, I again hung-up in frustration. Finally, I called the the store directly, but they were completely unable to answer ANY of my questions because their records were poor. So their CS rep took my information and promised that a rep from Corporate would contact me.

2. When the CS rep called me, she went on to explain that my "compressed cushion" problem would require a replacement, but I never told anybody that was the problem. I only wanted to replace the cushion covers.

I simply wanted to know if it was possible to buy replacement covers, or the entire cushion if just the covers alone couldn't be had. Short of that, would I be able to get the "Wash Code" described on their website (there are 4 of them for fabric covers) so I can attempt to wash it myself without damaging them.

3. The CS rep told me that LazBoy does not support, in any way, couches as old as mine - only ten years old! And that I had NO options to buy replacement anything for the couch. She couldn't even recommend an after-market company who might be able to help me!

So next comes my request for information about the fabric so I can attempt to wash it myself. Even though I provided her with every detail about the couch (model #, model, etc) she wasn't able to provide the fabric composition, the Wash Code, or the location of the tag where the Wash Code is located on the couch. The 2 tags that I was able to find DID NOT HAVE THE WASH CODE ON THEM. The Wash Code critically describes the procedure for washing the fabric correctly without damaging it.

The various Wash Codes and their associated procedures are listed on their website.

So even without knowing, or being able to identify the Wash Code, she proceeds to provide washing instructions for my couch fabric as described on the website, by WASH CODE.....without knowing the Wash Code.

Then, she sent me the link to the same website that that caused me to call them in the first place.

Don't waste your time and money with a company that only seeks to STICK you with their products and NOT...

Customer service and support is the worst I have ever experienced! I purchased a $2,000 all leather, electric, rocker recliner from this store (Paramus, NJ) in October of 2015, along with the 5-year Ultra Shield coverage. The first recliner they delivered had a cut in the leather and when fully reclined an electrical connector would be pulled apart and you couldn’t move the recliner back into the upright position. I returned that recliner. The second recliner they delivered also had a cut in the leather, so I returned that one as well. The 3rd recliner they delivered was the same one I returned the first time. It still had the cut in the leather, but they corrected the electrical problem. I returned that recliner for the second time due to the cut in the leather. The 4th recliner had no cuts in the leather and seemed to work fine, but I’m not sure where the chair came from. It had no tags to indicate that it was new, but no issues, so I accepted that recliner. Throughout the delivery ordeal the store management was uncooperative and needed to be contacted constantly to remind them that I was awaiting each replacement recliner. It took over a month to get an undamaged recliner delivered to my home.

At 20-months old the recliner had 2 problems. The seat portion of the chair had twisted out of position and no longer lines up with the back cushion of the recliner, I believe this to be a manufacturing defect (see photo). There is also a spring that makes noise when the recliner is rocked. I called Lay-Z-Boy to schedule a warranty inspection & repair, which took place on 5/17/2017. But after waiting 2-weeks for the results of their inspection, I hadn’t heard back from them. I called them for status of my service request on 5/31/2017 and explained how unhappy I was with their customer service and the quality of this product. Lay-Z-Boy had agreed to fix the spring issue, because the frame portion of the recliner carries a lifetime warranty on parts. There is a fee for the labor, but they agreed to waive the fee because at this point they’ve realized how bad my experience has been with this purchase. However, they also informed me that the twisted cushion was only covered by a 1-year warranty, which had expired, and the extra money I spent on the 5-year Ultra Shield coverage didn’t cover this type of damage. So, I either must pay for that repair, or live with it.

If I had purchased a much cheaper recliner at Bob’s Discount Furniture, along with their extended coverage, they likely would have replaced the recliner with no questions asked.

BEWARE of this store, just because you’re paying a higher price, and buying from a company known for their recliners, don’t assume that you’re getting better quality or that you’ll receive better customer service. The opposite may actually be true. And by all means, DO NOT purchase the Ultra Shield coverage, it covers very little and is absolutely not worth the...

I first purchased chairs at La-Z-Boy Paramus in 1982, when I lived in Mahwah. I have made several purchases with this store over the years. I live in Queens, NY now and purchased from La-Z-Boy Paramus in 2020. Why? La-Z-Boy in Rockville Centre did not return phone calls and emails for assistance. This was not a COVID related thing, as I experienced the same treatment from the RC store a few years back. RC's selection of floor models is not that great. I also don't drive as I have some disabilities. The thing is ... my wife and I wanted La-Z-Boy chairs. Time to call Paramus.

My wife first emailed and then called the store in Paramus. Annetta, the store's designer, drove out to our apartment some 30 miles away. Annetta is wonderful. Professional, courteous, knowledgeable, and respectful. She listened to us about what fabric colors we were interested in, came armed with the appropriate fabric sample books, and worked with us in the fabric selection.

With everything going on in the world today, it was no small wonder that La-Z-Boy's timelines relative to manufacturing the chairs were affected. We waited 6 1/2 months for the chairs. Communication about the delays was not the best. There were phone calls made out of frustration as to where the chairs were. Got to speak to a manger or two. To their credit, the staff were always professional and not argumentative. I was told that La-Z-Boy is upgrading its 'factory to retail store' computer systems, so better status information is available. Time will tell.

So, how about those chairs? We love them. Just what we ordered. Quality built. Outstanding fabrics. It was not a small or inexpensive order. 3 high leg, power reclining chairs in custom fabrics with upgraded cushions do cost (Carleton and Chandler styles). Then again, we couldn't take a vacation last year, so we got new chairs. Good trade.

All in all, not a seamless, perfect transaction. But ... it came together nicely at the end. A final word about the furniture delivery folks @ Retail Delivery Service. Very respectful ... real gentlemen...