La-Z-Boy Distribution Center — Local services in Fort Mill

My Grandfather has had his chair for several years. As we were trying to get the leg part reserved we ran into a number of unprofessional issues with this distribution center. Beth who initially set up the service work came across as kind and although a tad slow in getting the direct information to us about the scheduled date and time we were happy to be on our way to resolving the chairs issue. My Grandfathers swollen leg desperately needed to be lifted. As we paid 175$ for the visit Taylor the service guy was nice and even gave us pictures of the part that needed to be fixed after I questioned the parts name and how long it would take to arrive. We ran into our first issue when the part did not come after a week and not phone call was received to let us know of any information on the service we were still in need of. I called once and spoke to a young lady who let me know that Mike the supervisor was supposed to send out for the package and had not done it yet and that she would call us back and leave a message for him that we were still waiting. The next morning she called us back asking us to pay for the part before they could send off for it. It struck my Grandfather and I as weird being that the chair comes with a lifetime warranty but as the issue was his leg needing the elevation we proceeded. She let us know the part would be on its way and to call them onee it had arrived so that they could again send a service man out to fix the chair. Two weeks later the service guy Taylor came and realized the chair still needed another part. As our frustrations were starting to wear on us Taylor guaranteed that the part should be under warranty and that he would try to make the process as speedy as he could being that the chair was now 4 weeks unfixed. My grandfather took the liberty to call the next day which he was told that the part had been ordered but had no tracking number. I thought it was interesting that their was not a tracking number but we waited a few days and called again. We were then told that the part we now needed was no longer available. This was the last straw as we tried to explain the lengthy process we had just undergone and requested a refund for the money at least for the part we purchased which did not fix the issue getting in contact with the supervisor Mike C. was impossible. He refused to speak to my Grandfather as Beth assured us he would only tell us no we have been lead to the last resort of trying to find the regional manager to discuss the conduct and happenings of this branch location. We are deeply regretting having tried to get services from Lazy-boy and paying over 200$ for a non-repair and...

UPDATE: 7/3/2025 - After two months of back and forth and assistance from the BBB and La-Z-Boy corporate, my 16-month-old recliner is FINALLY repaired to my satisfaction at no cost to me. No piece of brand-new furniture should be sold with a 'lifetime warranty' if only replacement parts are covered. It should be noted that the sales invoice includes a singular sentence of legal jargon to absolve the company of shady sales practices. The necessity of such a sentence's existence is almost always the result of this company getting caught in a lie in the past... The salespeople who sell this stuff are disingenuous at best, and outright liars at worst. BUYER BEWARE.

ORIGINAL REVIEW: AVOID LA-Z-BOY FURNITURE AT ALL COSTS! Our $1850 leather recliner has mechanically failed within a YEAR. Customer Care (located here) will not assist, as we happened to be 5 DAYS out of the 1 year warranty when I made the claim. The part began failing six months in, but completely failed just outside of the warranty period.

The part that has failed on our chair is a $0.30 plastic lock. I cannot believe that this company would rather lose a lifelong La-Z-Boy customer over a $0.30 part. Goodwill no longer exists, apparently.

'Lifetime Warranty' to La-Z-Boy (dba Tipperary Sales, IRL) means paying $225 to this place every time that anything goes wrong with your chair. They don't care about the warranty or your product. It's $225 to even start the 'warranty' process. Offering a 'lifetime warranty' and then requiring the consumer to pay a fee to utilize the warranty is in violation of the Magnuson-Moss Warranty Act.

If you elect to have them just send you the parts you think you need to fix the chair, they explicitly told me that YOU WILL VOID THE REMAINDER OF YOUR LIFETIME WARRANTY. Not only was this an outright lie, but is also in direct violation of the Magnuson-Moss Warranty act.

The quality of La-Z-Boy has fallen off a cliff, and this 'Customer Care' facility is merely another profit center for the retail side of the company, $225 at a time. Avoid La-Z-Boy at all costs and pray you never have to deal with a...

This is re: La Boy recliners. We have three and if there were any needs in the past years, La z boy was there and ready. I am very disappointed in their responses and lack of caring these last 3 years. One of our three chairs is a lemon. Even though it had the lifetime warranty, they don’t tell you that doesn’t include labor so the warranty is worthless because they charge you so much just to come out that you could buy the parts 3x over. In my opinion la z boy is going down in quality and more important to me in loyalty to a customer etc. there is no “i am sorry, no thank you etc.” The latest recliner was a necessity for me because at the time I was ill. They didn’t tell you of course that it would take three years to get the chair but it did! No apologies there either and then when there was a need, oh how quickly they forgot my loyalty and hung us out to dry and on our own, in a heart beat. I am sorry that whoever your leader is now doesn’t understand how quickly a company can go down the tubes when they don’t treat their customers well. I will be heading out to buy a new recliner for my husband for Father’s Day and I know we won’t be looking at La z Boy...