La-Z-Boy Emeryville — Local services in Emeryville

My 88 year old mom lives in Assisted Living in a senior residence. Most of her waking hours are spent in her recliner, which dominates her room.

She purchased an electric recliner for $2200 that was delivered last July. She chose electric as she's in poor health, uses a walker and was worried that she didn't have the strength to adjust a regular recliner on her own.

The chair was fine for 9 months (until 3 weeks ago) when it suddenly went on the fritz and began moving on its own, tilting into the "lift" position, far forward (see photo), sometimes when she was in it and at other times when not. Creepy.

On Thursday, April 17, a staff member at Lazyboy was happy to let me know that problems with their products are outsourced to another company.

Getting through the next day, I spoke to someone who assured me that a technician would contact me in "1-5 business days." I described the urgency of this situation.

I tried again on Tuesday, April 22, and then 2 days later. A tech called on Thursday, April 24. I was delighted that he arranged a video appointment for the very next day.

When he saw the chair in action, he determined that new parts are needed, said that he would put in an order and to expect the parts to arrive the following week.

That was last week. When I called the service company on Friday, they claimed to have only received the technician's report and uploaded it the prior day.

I was told that it will take "several business days" to review it and determine what is needed. Then replacement parts will be ordered.

Meanwhile, the chair is difficult to use, can't be adjusted, and we totally regret its purchase.

This problem started 3 weeks ago and there's no end...

Top edit: Potential buyers BEWARE - most of the positive ratings in here reflect the initial purchase experience. Just read the 1-star reviews to get an idea of what’s expecting you in terms of Customer Service if you run into an issue with you delivery or product.

May 30th Update: The new store manager is as helpful as she can be but aside from her the staff, the customer service department anything to do with this company is OUTRAGEOUSLY unprofessional. I’d definitely recommend avoiding their products because if you ever need customer service for your sofa/couch/recliner, you may experience the WORST customer experience you have seen in your life. After many frustrating interactions with their employees (the store manager aside), I’ll be filing a case with small claims court.

Original issue: I’m the not so proud owner of one of their full recliners. After using their product a few years, the various recliner functionalities (headrest, footrest etc) stopped working. I have paid a whopping $430 ($200 initial assessment to get the technician to your home + $230 for a part) to get this fixed. It’s been 2 months since I paid for this part and after numerous calls with their customer service center, I still don’t have an ETA or a tracking number for a delivery. They can’t even refund me properly for this amount since they “have different profit centers and are a large company organized...

My wife and I ordered two chairs and a rug from this La-Z-Boy. We were happy with the quality of the chairs, but they were delivered near midnight during the week. We found this unacceptable and equally unacceptable was their lack of willingness to reschedule it, since we'd assumed it was not going to show up at all that day and had gone to bed. The neighbors were not exactly happy either.

The major issue we've been having that is ongoing, however is that of the rug.

The rug was supposed to be delivered by now. However, we have since moved out of the bay area and it has been impossible for them to change the delivery address. We've gone around and around with Corporate which has no influence of responsibility over the local stores, which are all owned and operated locally. We are at an impasse and are serious looking into legal pathways, since the rug was custom and not inexpensive. They say no refund is possible, but it would be nice to have the rug. If it hasn't been shipped (so they say), how hard can it be to ship it ELSEWHERE before it gets onto the boat from China/India, etc??

I would recommend this...