Dear La-Z-Boy,

Back in July when I went to you home gallery shop here in Hoover, AL. I went there because your company is a name synonymous with quality furniture and customer service. To be around as long as you have those two things have had to have some consistency over the years, right?. It's proudly displayed on the walls in pictures behind the register. So I purchased two recliners, my sales person, Scott, told me if I didn't special order the fabric or get the leather ones I should have my chairs delivered to my home in September (about 8 weeks). So I ordered what was on the showroom floor and paid my 50% down and left excited.

Well 8 weeks came and went. So I contacted the 800 # provided had to leave a message because no one was available to speak to me. The person who called me back left a message that said it would be October or November before I would receive my shipment, no apology for the delay, just the facts and hung up. So I contacted the Hoover store, spoke to a salesman who treated me as if I had ordered them a week ago and was being impossible, so I asked to speak to my salesperson. He wasn't available so I left a message. No call back. Fast forward to this past week. I called the Hoover store again, another annoyed salesperson who spoke rudely to me and said they had one chair in the warehouse and "guess they could schedule delivery in 2 weeks, on the 16th" also stated the other chair would arrive on the 9th and they would call me later to set up that delivery. When I asked about the time, again, rudely was told they would call with a 2 hour time frame the night before.

Now, I'm not sure why I would need 2 delivery dates when both chairs will be in the warehouse on delivery day, but I refuse to call back and be spoken to like a child again.

After 50+ years, I would think you would be the leader in customer service, that you would set the bar for others. Imagine what just a simple apology for the inconvenience, the misinformation, no communication, etc., would have done. Is this no longer taught in your stores? As customers are we just lucky to purchase from you? Is the quality of your product going to be as disappointing as the people I've dealt with?

Do better La-Z-Boy. Teach your team that while the name may suggest it's okay to be Lazy, that's for the customer to do...while enjoying the furniture and not the customer service.

If La-Z-Boy sucked any harder, they would create a black hole and drag all of humanity into oblivion. My La-Z-Boy store card was opened four years ago when my wife & purchased numerous items. I have an exceptionally high FICO easily qualifying for the La-Z-Boy store card. But a year after issuing this card and several months AFTER paying it off, La-Z-Boy reduced the card's limit 50% without reason. I shrugged it off. Then today I went to check on and to request the original limit be reinstated because we are nearing completion of a home remodel, and the old furniture doesn't work anymore. Guess what? La-Z-Boy closed the account. No notice given…if I hadn't logged in, I would not have known. Here's the best part…their reason for this was "inactivity." I had the card for 4 years. So basically, La-Z-Boy doesn't expect their overpriced furnishings to last you 5 years and penalize you if you wait 4 years before repurchasing furniture. Well…I suppose that's about right cuz I notice my recliner was losing the wood finish several months ago and was not reclining or staying reclined like normal. The sofa is uncomfortable as well.

My wife is heading out to replace pretty much all the furniture in the house except for the beds as the new flooring and paint makes the existing furniture all wrong. Guess who WON'T be getting our business? That's right…LazyBlackHole Furniture Galleries! Don't shop here…and definitely don't open a charge account here. The bovine excrement justifications they use to change your card status will harm your FICO and if you are OCD about protecting your credit rating like I am…La-Z-Boy's policies will eventually damage your score. Funny thing is…two years ago I was shopping for 8 dining room chairs and they didn't have any black dining chairs! OMG! How weak is that? You'd think B&W would always be available. I'm more upset with the lack of proper notice than I am anything else, zero communication! La-Z-Boy sets the customer care bar so low you need a backhoe to see it. Check their dismal bbb.org rating, reviews and complaints.

Lazboys have been a part of my family for over 60 years. Got a reclining loveseat with a center sofa 8 years ago. Within 5 years, the right side arm rest section was detaching from the frame and one of the cushions was bottoming out- they got serviced, replaced. It was a big deal just to get it done because unlike other retailers, lazboy retailers are not all the same. Some are not considered part of the company and so the warranty is not handled well or equally, they also use third party service providers. None have responsibility to provide high quality materials and none are vested to ensure you are a happy camper. So 1 yr later, both cushions are bottoming out, yeah even the one that was replaced. They send the insert to the cushions that smell like they were dipped into some sort of very smelly chemical petroleum product- the kind that gives you an instant migraine. Even after waiting for two weeks for them to off gas, they smelled as foul as the day they were received. Needless to say, they were returned after several very long phone calls. They offered a solution- let them sit somewhere to off gas for two months or so and then call to have the service guy come out again to install. Or, you need to pay again to have the cushions off gas in some warehouse for two months, upon which they will remember about your item, while keeping it safe from any sort of filth or mishandling, and will send to you. None of these solutions were acceptable. Also, they charge for the replacement and the cost of someone coming out to install the items. Mind you, you must have a service person come out to assess whether the issue you complain of is actually what they experience when they come out- they take lots of pics of your item. That is the only way to even have any service or replacement done for your furniture. I was able to get the cushions returned and $ refunded after several more calls, stressing my displeasure at the entire experience. Throughout the year, it was during pandemic, it was impossible to get in touch with anyone, no one answered the phones. Even an email for someone to contact me via the corporate office went unanswered. It was like the entire company went on vacation. So, another year later, I decided to see if I can get some resolution to this issue because now, I had to buy some cushions to place on top of my seats because the metal in them, I presume some sort of coils, are now pushing up into me and causing me pain and giving me a backache. I finally got to speak to someone after waiting on the phone for an hour or so, called three times. Talked to several people from the corporate office, and after a long discussion with the rep, asked for a "supervisor" who only offered to send me to the local service provider to get the cushions sent out to me. Yeah, they tell me that when the cushions were returned a year ago, they didn't smell anything from them. Not a surprise to me that they would say that. Of course, with this next order, there are no assurances that I won't get the same stinky cushion inserts. The sofa is in excellent shape, the fabric cover has no issues, it is only the insides- the cushions. They require that I pay in advance for the cushions, and when she quoted me the price, it was way more than a year ago. Then she realizes that she put in the price for a "premium" cushion insert and it was in error, because she can only offer me the exact item that came with the sofa, which was a less costly insert- if I have to pay for them, why is it such a big deal? And it is obvious to me, they are only offering me a far inferior product. Eight years ago, lazboy did not have the variety of cushion material they do now and there was absolutely no choice as to what I wanted installed. Of course since the lazboy that I purchased from is not an "official" lazboy gallery, even though the store's name seems to indicate so, as well as the business cards I received from the sales person. She would not offer me an upgraded cushion. If you wanted a long time customer to be happy with your products and you know that they have a history of being mistreated by your company, wouldn't you just give the upgrade to them so that they will be happy with what they will receive? And then they will more likely to stay a loyal customer? Well that is my thought. But it is not the thought of the people who work at lazboy. I guess the name is confirmation of the way they do business. They are definitely LAZY. And they do not care at all that they need to do things the right way, treat the customer the right way all along all of their lines of business. They should not be misleading customers with their willy nilly labeling of the third party stores they work with. They should disclose the relationships they have with the various third parties, in their verbal discussions, in their contracts you sign with them, throughout labelling of their retailers. They are in the process of opening more brick and mortar stores with all the aggressive advertising they are doing. Yet, they have not changed their business model. The retail guy, TJ Linz is leaving his post in April 2023 and a new person is taking his place. I doubt they know anything about how their various entities are conducting such a subpar business. Unless they truly upgrade that and overhaul their cheap furniture, they will keep losing business from formerly loyal customers. Next time I am looking for comfortable lounging furniture, I am steering clear away from this awful company. I'm even afraid of trying to have the sides/arms of the sofa be fixed as they are wobbling even though we don't put weight on them because I can just hear them say that the item is now out of warranty, you didn't buy it from an "official" lazboy, and we won't help you there. I can just hear it. Ugh, don't want to have to deal with people who tell me that they can't do anything more for me and that there is no one else I can go to in their company to resolve this issue. Yeah, no on else that they can refer me to in corporate to resolve this. Well, TJ Linz, I know who you are, but I don't have any confidence that you will do anything about this. This company has a long history, but it is old and tired and has lost its way because they don't care about the customer at all. No one takes responsibility for anything.

The initial transaction took place on 6/23/2016. I had received a sales brochure in the mail. As a prior customer with a Lazy Boy card I sometimes get these mailings. On the cover of the brochure was a small glass table. In the past I had a table similar to it. With that particular table both tops would pivot 90 degrees affectively doubling the available surface.
When I got to the store I initially wanted to walk through and see if I could find the table. That table was not one that they had in stock. I showed the brochure to Michele, the sales person I would deal with. She looked at the photo and determined that this particular table was a product from one of their partners. They would have to order it. She said that this table would pivot to. At that moment I didnt intend to make the purchase. It was enough to know that it was available and I could order if and when I wanted it. But Michele is a sales person and without much difficulty on her part I changed my mind and ordered the table.
On June 29th the table was delivered to me and it came with issues. Most important at the time was that the two curved chrome arm supports of the glass tops had very noticeable grind marks on them. I pointed this out to the delivery person. I thought of not accepting delivery right then and now regret my decision not to decline it. The driver assured me that Lazy Boy would do whatever they needed to do to make it right.
Later I was placing the table where I wanted it and kind of checking it out. I noticed that only one of the tops would pivot about 45 degrees. That was disappointing. The next thing I noticed was that the separation between the two glass tops was only 1.75, not enough clearance to get my hand between the two.
I returned to the store the next day and spoke with both Michele and the manager. I explained the most important issue which was the grinding marks. I would have to call Comfort Care and explain the issue to them. I did that and they sent out a technician. He agreed that it couldnt be repaired. They intended to send me some different arms for the table. Apparently thats part of the small print. At this point I wanted to return the table. I honestly would not have purchased the table if I had been able to physically see it.
I sent out an email to Lazy Boy detailing the situation and explaining that I wanted to just return the table. That email went unanswered for several days. I sent another. Finally I did get a call from Aaron Grace. He said he would see what he could do. When I spoke with him next he told me that Lazy Boy agreed to allow me to reselect. There was nothing in the store that I wanted or else I wouldnt have had Michele order this table. By now I certainly dont want to order something I couldnt see. Lazy Boy was firm. They would not refund my money.
August 5th I returned to the store. I thought I would get an ottoman to match my couch. They no longer carry an ottoman with the same leather. I could order an ottoman and they could put custom leather on it that might more closely match my existing leather for about another $200. I decided against that. I next looked at a table. Michele said that there might be a difference in the price and if so I would get a refund. I told her that I doubted that very seriously. I could see that money seems to go just one way with Lazy Boy. She said thats just not true. Sure enough, next day, she said that there was a difference of $58. Fine, youll just pay me that? No. Its a store credit. Seriously? I reminded her of the conversation we had the previous day. Unbelievable. There was nothing I wanted for $58. Not a pillow or a vase.
Lastly Lazy Boy has a delivery fee. No surprise, most places do. The fee is $59.99. Michele ask me if she could just charge my AE card $60.00 instead of $59.99. Really? I was speechless. Think about it. If she had to plug in the same number of digits why change them? That wasnt even worth the conversation. That should have been a clue as to how things would be going. Im going to share my opinion with everyone that will listen