La-Z-Boy Marlton — Local services in Evesham Township

The quality of La-Z-Boy recliners has significantly declined over the past 13 years. The last well-made recliner I purchased from them dates back to that time. In March, I bought two new recliners from the Marlton, NJ store, a rocker and a stationary model. Both seemed comfortable during the in-store demo.

However, the rocker has a major design flaw. When stationary, it leans forward at an awkward 45-degree angle rather than remaining level. As a result, sitting in it naturally pushes you forward. When reclining and then returning upright, the chair jolts the person forward—almost flinging them out.

A service technician came out and, shockingly, admitted that La-Z-Boy’s product quality has gone downhill. He even said he wouldn’t buy one himself. He attempted to adjust the center of gravity, but the issue persisted.

When I called customer care, I was told I had simply "purchased the wrong chair for my needs." That’s baffling, we tested the chair in-store before buying. Now, I’m scheduled for a virtual visit where another technician will try to assess the issue remotely.

My family has trusted La-Z-Boy for over 40 years. Sadly, this experience has ensured I’ll never purchase from them again. I'm stuck with a defective chair, and La-Z-Boy refuses to take responsibility, shuffling the issue off to a third-party technician instead of standing behind their product.

Even worse, they don’t offer an email for complaints, only a mailing address:

La-Z-Boy Incorporated Attn: Comfort Care One La-Z-Boy Drive Monroe, MI 48162

What year are we living in? For a company of this size and reputation, it’s unacceptable to make customers jump through outdated hoops just to be heard.

It’s disheartening that even their own contracted technicians seem to acknowledge the declining quality and limitations of support.

Please don’t make the same...

I went shopping and was helped by Debbie, I asked her about financing options and without telling me I was signing up for a credit card, she had me fill out an application which gave my credit score a hard inquiry and then would impact me in the future when I chose to close the credit card. I called to speak to the manager John, who informed me they never explain it that way and always sign customers up for credit cards and he has no idea if it impacts people’s score or not. Neither seemed to have any remorse that they are ruining people’s credit and not even informing the guest upon check out. I worked in retail for 13 years as a store manager, and never in my life was it store policy to swindle customers in order to make a sale and order a commission. Lazy Boy customer service line and Synchrony service line were unable to help me and I had to call the store to have my credit application canceled, and will have to dispute the hard inquiry to my credit score. So much time and energy wasted. Honesty is the best policy. Please be more transparent with your customer base going forward. I will not be purchasing at this...

Received my furniture on Tuesday 9/21 after waiting 7 months from placing the order. On Friday 9/24 the new recliner fell apart as it only had 2 of the required ( I think 6) screws holding it together. Chewed up the wood base as we did not know it was loose. I called to schedule someone to come out to look at/fix it as obviously it was not assembled correctly and was told the next available appointment was November 12th but he would try to find me something sooner as it was obvious this was a work craftsmanship issue. So disappointed and hoping Lazy Boy makes good on this or this will be my First AND Last purchase

Update: Customer care (Matthew) did call back with an earlier service date of October 15th. Matthew was actually very helpful. The next day noticed the seam on the stitching on the couch seat was coming undone. Called Customer Care the next day to add that issue to the work order. So far this purchase and experience has...