This is my personal weblog. The content within is my own OPINION about how my last and FINAL purchase was handled by La-Z-Boy Furniture.
(This picture was taken a few weeks after the purchase)
Whenever you enter any La-Z-Boy store, you are immediately approached by an eager salesperson who is anxious to tell you about their customer service and "lifetime warranty" of their furniture.
Prior to my last purchase I would have given them a glowing recommendation. I know I'm not going to have time this evening to give the whole story, but I will be posting again with pictures. You know what they say, a picture is worth a thousand words.
Well, here's my story.
My husband and I built our retirement home. And, what is the one thing you want to do when you move into a new home? Create a warm and welcoming environment in one of your main rooms. Exactly. Mine was our great room. I searched from one end of the valley to the next looking for that special look and feel that I had in my mind.
October 17, 2004 - I stopped in at our local La-Z-Boy store one day was greeted by two salespersons. Wasn't I lucky!! I found a sofa that I liked. I asked if this particular sofa was user friendly and forgiving because it was going to be used daily in our great room. Both salespersons said they both owned this sofa and had their's for several years and it still looked like new. I KNEW La-Z-Boy had a lifetime warranty and I had been happy with my prior La-Z-Boy furniture, so I decided to buy two sofas, two end tables, one coffee table, one area run, and a painting. Not a bad commission, right?
Late November 2004 - Of course the furniture had to be ordered. It was delivered within the timeframe that was given to me. On the day of delivery I noticed a thread was popped on one of the cushions. I showed this to the delivery men. They said I should call the store, which I did. I spoke with one of the salespersons that helped me and she said not to touch the thread and she would order me a new cushion cover. In the meantime, more threads began to pop and the material started to discolor. I called the store again and the salesperson told me to show this to the delivery man (who I must clarify, is from the local service department of La-Z-Boy). When he delivery the new cushion cover, I showed him my concerns. He said he would have to bring his supervisor to look at the problem.
I'm going to have to continue this story tomorrow. But there is one thing I want La-Z-Boy to know. When you take my money and put it in your pocket you better stand behind your promises. I am dedicating this blog to telling the world about your lousy customer service. I'm going to email this link to all my friends and ask them to forward it to all their friends, and so on and so on and so on. I will register this blogg on all major search engines and ask everyone who comes to my blogg to tell their friends and so on and so on and so on.
More tomorrow.
Now to continue my story. (I didn't know how to put this on another page.....I'm just learning)
The delievery man said he would order another cushion cover. Weeks went by without hearing from La-Z-Boy.
Late January 2005 - The delivery man and another guy came out to the house to look at the sofas and to take pictures. They told me they would send the pictures to the manufacturer. After following up with the salesperson, the delivery man called and told me La-Z-Boy would do nothing about the discolorization of the fabric. The delivery men came out to the house and delivered the new seat cover and showed me the email he received from La-Z-Boy.
April 6, 2005 – I asked a friend to go with me to La-Z-Boy to discuss this matter. I was told I would need to talk with the manager. She was on vacation, but would call me on April 25th. She never called.
May 31, 2005 – I called La-Z-Boy and talked with a different salesperson. She told me she was new and she would personally ask the manager to give me a call when she returned from vacation. Yes, I was told she was on vacation again. The manager never called.
June 7, 2005 – Talked with the salesperson a La-Z-Boy. She told me I could pick out another sofa. I took fabrics home to see which would go best with my décor. I was back and forth to La-Z-Boy taking different selections home. None seemed to work.
October, 2005 - I took fabrics back to the store and the salesperson told me to call the CEO who is new Kentucky and see what he could do.
October 19, 2005 – Talked with CEO of La-Z-Boy. He told me I could choose another sofa and new fabrics would be out the end of November.
October 22, 2005 – Talked with one of the salesperson. She said she talked with the CEO and she would call me when the new fabrics came in.
December 2, 2005 – Went in to the sotre to check if fabrics had come in. They were still not in.
January 6, 2006 – Went in to store again to see if fabrics were in. One of the salespersons told me the other salesperson tried to call me. I have caller ID and there was not any calls from La-Z-Boy. He told me the other salesperson had a list of fabrics for me to look at. He began pulling out the samples. I told him they were the same fabrics I had at home. I asked if he could show me new ones. A different salesperson came over and asked if I would be interested in a micro fiber. I told him no, because I didn’t like the velvet nap to the fabric. He showed me one that does not show the nap. I asked if I could take that sample home to see if that color red matched the rest of my décor. Asked them to call me when the new fabrics came in.
January 7, 2006. I ran into one of the salespersons in my community. Told her of my conversation with the other two salesmen at the store. She said they had not received any new fabrics, but she would call me when they came in.
April 1, 2006 - Went in to La-Z-Boy to return fabrics and to see if new ones were in. I decided I would go with the micro fiber if they still didn’t have anything new to show me. The salesperson said he thought I was going to keep the sofa I had and that he would not allow me to order another sofa. He had been very polite to me until this day. He came from behind the counter and said he was not about to let me order another sofa. He continued barking and flollowing me to the door. I turned and told him he would be hearing from my attorney.
I called an attorney. You know what they say about lawyers.......there's not enough sand. The attorney wrote a letter that looked as if it was written by a 4th grader. I received no satisfaction from his help.
Therefore, here I am telling my story on the internet. I certainly hope this will help someone out there who is considering buying from La-Z-Boy.
If anyone needs the name and number of the CEO of La-Z-Boy, please contact me.
14 comments:
It's funny but I have a friend that bought a red couch from La-Z-Boy and it faded and picked and looked like hell. And you don't fool around with Vanetta!!! Good blog, buddy.
I used to work at La-Z-Boy, and i totaly agree with everything that has been said. They used to tell meto strive for great quality, ironically all matireals that were provided were terrible. Alot of fabrics were bleach stained, fuull of flaws, or frayed beyond repair. They always complained that the matireals given to us were fine, but when the couch made it to the inspector, they would pass it knowing that the furniture wasnt up to company standards. If i was going to pay $4,000 for a new couch, i would expect it to be perfect in every single way!!!! NEVER BUY LA-Z-BOY!!!
Having just been screwed by Lazy Boy, I feel your pain. I am going to write an article for my BLOG as well, and link back to this.
For years I bought LB, but never again. Service and repair are everything, and LB definitely sucks in this area.
Never again
I am going through the same lousy, terrible whatever you want to call it customer service with La-Z-boy. I purchased a recliner end of April for the sole purpose of pending back sugery that would require months of recovery. The chair mechanism is very loose and has some fabric issues. After a service tech came out he agreed and said there were missing clips and bent parts underneath. Back and forth with la-z-boy who needed pictures to send to corporate to approve an exchange which is all I wanted. They send out yet anothe tech who claims the original tech was clearly mistaken and there is absolutley nothing wrong with the chair. What? I have tried to call corporate and speak to the CEO in Michigan Kurt Darrow. I was told he does not speak to customers. Very nice. Spoke to their customer service who was useless. If you have the number or another CEO contact information I would appreciate. You can email me @ jmartelli1@optimum.net.
Thanks
Jim
I work at La Z Boy right now in Wilkes Barre Pa. & I get these complaints every other day...We have to tell the customer that the furniture is made with kiln dried hardwood but it seems to me more like plywood with shallac on it..The fabric frays & pills as it sits in the store & they touch up the wood furniture with ink markers...Also,they do break CFL energy saving Light bulbs by accident which contain mercury & just vacuum them up while customers are close by putting customers & employees at risk for mercury poisoning.As anybody knows,there are special cleaning methods for these bulbs & the epa says specifically not to vacuum or sweep because mercury spores can be created for weeks on end from the vacuum.La z boy can care less about it...Cindy W.
My experience definitely says that La-Z-Boy sucks.
We have four chairs, all given to us on four different occasions. We had no idea that every chair was a la-z-boy.
But its for certain that we have complained about every chair. Our biggest complaint is the poor crappy design. Absolutely no neck support. All the padding lays behind the head and oushes it forward. My wife has a bad crick in her neck from that damn chair! And the leg rest really sucks as well causing pain.
Whoever designs their damn chairs needs to jump off a bridge and make us all happy. I can take scrap lumber and a sewing machine and make a chair 3000% better than the best La-z-boy.
Dont buy from this company. I sat in an Ashley recliner the other day that was a dream to sleep in.
I used to sell La-Z-Boy product and finally had to quit because of quality concerns. The frame is no longer "kiln dried" wood, it is now plywood. Sorry you experienced the worst customer service but it seems the large companies can't offer the customer service most people desire. A local small family owned furniture store (if you can find one that you trust) will give you better service and (usually) the same or lower price. Glad your posting this on your blog and I wish you the best of luck in the future.
I actually would like the e-mail address of the CEO of LazyBoy... I think his name is Kurt Darrow. I'm having issues with my leather furniture and no luck with the 'usual channels'. I'm planning to contact him directly as well as someone in their Marketing Department. Since they are national sponsors of the charity I work for - Ronald McDonald House Charities - I plan to let them know it would be in their best interest to speak with me.
Thanks!
Cheri Wuertz (cwuertz@rmhcstl.com)
Thank you all for your horror stories! I have decided to go elsewhere for my sofa and recliner needs. You have saved me from what sounds like a frustrating and costly experience.
I guess I'm not shocked to read this blog - rather disgusted instead! I dealt with Jennifer Leather years ago on a couch purchase from HELL, ended up putting it on Craigs List Curb Alert and proudly marched in to La-Z-Boy as my parents had recliners that lasted years! We spent over $3000.00 for a leather reclining sofa and chair. Its a little over a year old and we are on our third repair issue. Happy we bought the extended warranty, I'm currently being told that the 'leather' is only warranted for a year. The color is wearing off not fading as they say leather will do, but rubbing off from sitting on it (God forbid). Don't by LaZyBoy or Jennifer Leather - I guess unless you spend 10grand for a couch you can't expect a quality product!? What a joke!
I bought Lazy Boy top of the line Woodrow sofa. At two years a spring broke I could not get them to come out and honor their "warranty" Lazy Boy quality has gone down hill big time over the last 15 years- it is simply not the same company it was nor does it even come close to making quality furniture like they used to. They will never have me as a customer again
My grandfather's la-z-boy has lasted over 25 years. My la-z-boy I bought three years ago lasted 3 weeks. "New material" lasted only a few weeks. They blamed our dogs. Too bad the furniture that's as old as the dogs is still spotless. Oh, the "warranty guys" who Orlando sent out work for the local store and repairs come out of the local stores pocket. They don't care about the company reputation. The heartbreaking thing is I had fond memories of taking knaps with my dad on his la-z-boy and bought one to take naps with my daughter. Now it ticks me off looking at it and knowing they would re-uhpoulster it for almost as much as I paid! Jerks!
It is my opinion that the La-Z-Boy Warranty is deceptive and a fraud. Everyone who is currently the owner of a La-Z-Boy product, no matter how old, who has the original purchase receipt, and that potentially could be thousands and thousands of people, have the potential of being a victim, because of the "lifetime" warranty features of the product. See the following Email that I received from La-Z-Boy, when I asked about the warranty after a repair has been made to its product:Q. My earlier question was and is: Do you warrant the work or workmanship of Midwest Furniture Repair?
A. La-Z-Boy Incorporated does not warrant the repair work done by authorized La-Z-Boy retailers, furniture repair services or upholsterers.
Q. I will need a copy of La-Z-Boy's authorization for Midwest to do their warranty work.
A. La-Z-Boy Incorporated does not provide this type of document. Please note that La-Z-Boy Incorporated employs Midwest Furniture Repair service for all warranty work in and around the greater Detroit area.
Q. If the Warranty work is not to my acceptance, who stands behind the work that might need to be redone, inasmuch as La-Z-boy doesn't do its own warranty work?
A. As Laura from Midwest Furniture Repair advised you in an email dated November 24th at 9:13 AM, Midwest Furniture Repair provides a 90-day warranty on the work they perform.
In Closing, the Original La-Z-Boy Warranty dissapears after a repair is made, and the One year, or three year, or lifetime warranty of the repaired component is reduced to a simple 90-day warranty of the repair shop, if in fact, the repair shop even offers a warranty. La-Z-Boy just walks away.
Any lawyers want to take on a Class action Suit?
Call me:
Gerald J. O'Grady - Bloomfield Hills, Michigan
248.852.3931
All you do is bitch and complain. You are one of those snooty people who thinks the world revolves around them and makes life miserable for salespeople. You couldn't "find a fabric that works?" Quit being so damn picky and realize there are more important things in life.
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