La-Z-Boy, Inc. Corporate Headquarters — Local services in Monroe

Potential Customers Beware, If you have any issues with La-Z-Boy delivery company the store or La-Z-Boy corp will not take care of the issue, they push you off to deal with the delivery company

2/7/17 I had a bad feeling about purchasing a chair from the La-z-Boy store in Grand Rapids, Michigan. My sister found a La-Z-Boy chair online and called the 28th ST store to verify the availability and price. Was told the chair is in stock in Chicago and was told the sale price was correct. She had been look for a chair for my mother who is recovering from a hospital stay. I when to the 28th ST store, I asked for the chair, I was told that wasn’t the price of the chair. They finally told me they would sell it at the price my sister was quote plus a delivery fee. I paid for the chair, I asked the salesperson if the chair could be set on hardwood floor. I was concerned about scratching the floor because the chair was just going to be temporary. I was told yes it had pads that would protect the floor. The chair was delivered to my mother’s home. The delivery person told my mother the chair was ok to place on the hardwood floor. They set the chair in the living room and left. My mother used the chair for 3 days. She dropped something on the floor, went to pick it up and she noticed the chair was scratching the hardwood floor. She contacted family member to place rug under the chair to protect the floor. I called the 28th St store, was advised by the lady who answer the phone that it wasn’t the stores problem by the delivery company. I received call from delivery company person, the phone number is for La-z-Boy Comfort Care. I was asked if I had photos, I advised yes, he gave me email address. I tried to send the photos, appears I had incorrect email address. I called the Comfort Care Number for La-z-Boy, was on hold for sometime, I was told to send the photos to Comfort Care and they would send the photos to delivery company. I didn’t hear anything, I called back, was advised they received my emails and would send them to delivery company. At this time I had the delivery company email. I sent them a email today to confirm they received my email. I haven’t hurried anything from delivery company or La-z-boy. I would think long and hard before purchasing anything from La-z-Boy.

The plastic pads on the bottom of the chair had debris embedded in the pads. It appears the chair had been sat down on dirty floor in warehouse, truck or who knows where. When they moved the chair in place it scratched the hardwood floor and when you get out of the chair it moves causing scratches.

It appears La-z-Boy is only concerned about selling the chairs not concerns if delivery company causes any damage to a customer's home.

I would like some communication from somebody that they have received my photos and what they happen on doing to take care of this issue they caused to our hardwood floor. You would think the delivery person would make sure the plastic pads are clean. My mother is in her 70’s, she can’t turn the chair over to check, she asked the delivery person and was told no problem with putting the chair on hardwood floor.

At this time we are not happy with La-z-Boy customer service.

post photos showing damage, not sure why...

Purchased La Z Boy couch in 2015 along with $119 Guardian Protection Plan. After 2 years, “performance” fabric on couch cushions has worn so thin from sitting on it there are holes starting to develop.

Contacted Guardian twice, apparently customer service is not a priority. Was told this was normal wear and tear and they would not cover it. Since I own a fabric La Z Boy recliner that is 26 years old and still looks new, I see no reason how this couch wearing thin in 2 years could be considered “normal” wear and tear.

Contacted La Z Boy, again, twice, starting to see a trend in (lack of) customer service here. I was told the warranty on the fabric for my couch is 1 year. Their solution is to let me order new cushion covers for $150 each, discounted from $250 each. We’re talking covers here, not entire cushions.

Two covers at $500 is 2/3 the price of the ENTIRE couch. With the discount being $300, that’s still 40% the price of the couch. In no way does that math work in relation to the amount of:

fabric on the remaining couch cost of filling, springs, and frame of the couch the cost of labor to replace these covers vs. the amount of labor required to actually MAKE THE COUCH.

Where I feel I already paid for this repair with the $119 “protection plan” that turned out to be no more useful than a hamster cage liner, I am now being told I need to pay an ADDITIONAL 40% the cost of my ENTIRE couch to replace 2 cushion covers.

From the La Z Boy Website:

Durable fabrics with proven performance.

Performance Fabrics, by definition, have superior stain and fade resistance, long lasting durability, and are easily cleanable.

B9802 Imperial, C1256 Bacall, C9323 Shona, C9484 Hush Puppy ,D1426: These products are all made using 100% Micro-Denier Polyester yarns which are inherently stain resistant and very easy to clean. Micro-Denier Polyester yarns are made for today’s active lifestyle offering soft luxurious feel with incredible durability!

This is CLEARLY false advertising. If they stand behind the durability of their so-called performance fabric, why isn’t the warranty better than any other fabric? This is very telling that La Z Boy is misleading their customers when they won’t even stand behind their own product.

They are additionally misleading their customers into buying a protection plan that is of little or no value. If this is in fact, ‘normal’ wear and tear, then their advertising and warranty are false and misleading. If this is not ‘normal’ wear and tear, then the protection plan they coerce you into buying is a total sham, and at best is shady regardless.

Customers are being duped into buying an inferior product under false pretenses. This year alone on a consumer watchdog sight I noted approximately 57 consumer complaints regarding similar problems. This does not include the multitude of unrelated complaints. I had full confidence buying this couch based on the quality of the chair that was purchased 26 years ago that is far superior to what this couch ever thought of being. This couch is in no way even close to the same quality. Their “proven performance” is no longer substantiated with proof, and I am stuck with an eyesore which is in fact proof of their...

The Gallery Home Furnishings in Logansport, Indiana had my couch for 4 months and returned it broken. They had my loveseat for 6 months and returned it broken. We had to use lawn furniture in our living room to sit in. I called them numerous times inquiring about my furniture. A couple months ago the co-owner Linda called me and was insinuating it was somehow my fault. Never once did she apologize for having my furniture for 4 months. I called Lazy Boy customer service today (October 28, 2014) and they called The Gallery Home Furnishings in Logansport. Lazy Boy called me back and said they are going to deliver it or we can pick it up, which would I prefer. Linda had sent her pictures of the loveseat and Lazy Boy said it is a really old unit and needed upholstery work. I told her I was aware it needed some upholstery work and the Gallery does not do upholstery work. I also said the loveseat that I have the receipt and bought the loveseat and couch December 7, 2004. The mechanical parts for Lazy Boy furniture is warranted for lifetime. They called the Gallery and spoke to Linda Curts and told them I would like it delivered instead of us picking it up. I had also told Lazy Boy that I would be calling her (Linda). I waited about 20 minutes so Lazy Boy had time to call her and then I called Linda. I told Linda that I was Cathy Turner calling about my loveseat. She said yes…when would you like it delivered. I asked her if it had been repaired and she said “What did I say?” I said “you said when do I want it delivered and I’m asking if it was repaired”. She said “I’m not going to answer that question”. (We had called Steve, the repair guy the end of last week and he said he still did not have the parts). She started yelling at me and said “the dirty thing should have never been brought into her building to begin with”. I WAS SHOCKED! I truly could not say anything for a couple minutes except “Are you kidding me?”, “I can’t believe this!” I finally had to respond and I said “my house is not dirty. I cleaned houses for 25 years and my house is not dirty”. I kept saying I just can’t believe this, I am shocked. She said you started it. WHAT?!! I asked if my loveseat had been repaired and you went off! I did or said NOTHING to provoke her in anyway. I told her she was the rudest person I have ever spoken to. I also told her that I would be praying for her because she has a problem. I am still...