La-Z-Boy Reviews 251

Purchase extremely expensive sectional with upgraded fabric. 16 months later anywhere we sit has become matted and faded. Cushioning has not held its shape and ridges of padding now show. Companys’ answer is to give me a quote to reupholster / repair.
Complete disappointment and regret. Having to look at this mess everyday is a new level of stress . ABSOLUTELY DISGUSTING.

Shop elsewhere!

I purchased two nice leather recliners from a Lazyboy store. Unfortunately, in two years time they both are cracking all over. They both were treated every 6 months with the best treatment. Lazyboy responded by saying “sorry, out of warranty “. Don’t not buy a leather product from Lazyboy.

My wife and recently agreed to purchase a new sofa bed at the location in Burlington, Ontario, Canada. They had a sale on at this location where you received a couple of scratch cards to enhance the discount received on the final price agreed upon. As the piece we agreed to purchase was the last one in a discontinued fabric, they reduced the price. However, the salesman never told us that the sale was ineligible to apply the scratch card discount to. We scratched the cards and thought we had received another 10% discount. We agreed on the price and finalized the bill. As we were about to pay the price agreed upon, the salesman told us the piece wasn’t eligible for the discount and the price had increased over $300.00. We left. I definitely wouldn’t recommend this company!

AVOID BUYING AT ALL COST. SCS 7 LAZY BOY ARE CRIMINALS AFTER CARE IS SHOCKING

Everything about this business could improve. Originally told 6-8 weeks. Looking at 6 MONTHS at this point. All levels of this organization are horrible. Don't believe anything store management tells you as it will be overridden by territory management and eventually director of customer experience. Absolutely no one cares. Take your hard earned $$ elsewhere. No one needs the aggravation. If I could give them zero that would be too high.

We purchased two Anderson modular reclining corner sofas for £6500 from a local retailer which arrived on December 16th 2024. At first they looked good and as per sample sofa in store. After two weeks we notice the material on both sofas began to look wrinkled, saggy ,creased and scarred including one sofa which had not even been used. We had taken before photos and looking at the comparison was shocking. We contacted the retailer who contacted the manufacturer ( La-z-Boy ) to arrange for an inspection. The first inspector report was rejected due to it not being a manufacturing problem and we were told the sofa was not being dressed properly. My husband called the customer services team himself and ask the advisor “ how do you dress a fixed seat sofa? “ her reply was “ You can’t! “
Not happy with this inspection another one was arranged with a different company. The second inspector was totally in agreement with us regarding the state of the fabric and told us that the fabric was too thick for this particular style of sofa and should never have been used as it’s not fit for purpose. He told us he would submit his report in our favour however La-z-Boy are notorious for rejecting inspections and our best option is to go to the furniture ombudsman. The second inspection report was yet again rejected on the grounds it’s not a manufacturing fault which of course it is if the manufacturer is using substandard fabric on the goods they produce. We will of course be taking this matter further and contacting trading standards as well as the ombudsman. Had we read the reviews regard this company we would not of touch them with a barge pole! Our advice is steer clear of them as you might as well set fire to your hard earned money. I couldn’t give a 0 score but that is exactly what this dreadful company should be rated as.

Would have given 0 stars if possible. Zero customer service. We had their customer care technician come to our home frequently after purchasing $5000 of furniture. Numerous complaints about the lack of quality control, inferior workmanship, and noise of operating mechanisms were all addressed by the tech as "built to specifications". BUYERS BEWARE, THIS IS NOT THE LAZYBOY OF 20 YEARS AGO. This is JUNK

We purchased an all electric loveseat. within 3 weeks the seats were so worn it looked like we had it for years and when you sat in them you were not level. the one side was lower than the other and was very uncomfortable to sit in. They sent new polyfill out and installed in. That didn't last long so we called again and they sent all new cushions and installed them. They still didn't address the unevenness of the seats so we called again. New seat brackets installed. No change. Now after less than 1yr they say it's normal wear and tear and they're not going to do anything else about it. Never felt like the one in the showroom. STAY AWAY

I purchased a lazy boy recliner 5 yars ago. the leather is worn out and the back rest brackets have broken bolts so the back rest falls down. the chair is complete junk. NEVER BUY LAZY BOY

We brought a Lazy Boy suit from SCS about 18 months ago, we did not like the Lovechair so we reordered a second recliner, when we came to sell the Lovechair we found that it didn’t have a fire label on it from manufacture, it was only suitable for the tip, we wrote to the c e o, with no response, but customer service did send us some labels. The settee we purchased is not as comfortable as the one in the showroom, so gets very little use, so please be warned, not a satisfactory company !!!

We purchased a Lazy Boy reclining sofa and chair and the leather began to erode. After contacting Lazy Boy, SCS and Castelan warranty, no one was prepared to help us. The customer service was appalling both by phone and visiting the Purley Way, Croydon store. We had an independent report carried out, which stated that there was a failure of the sealant coating on the leather which should be 100% and was only 20%. Barclaycard have refunded our money but we have had no response, apology or explanation from SCS or Lazy Boy. Avoid shopping at SCS and purchasing Lazy Boy furniture
Date of experience: 09 July 2024

If you know what you want it can be a fairly fast process to purchase a new recline but be prepared to be overwhelmed with options and up sells.

This company is not what it once was, I got conned, I have a old La-Z-Boy reclining sofa, and 2 old reclining chairs, they were my parents, and completely amazing quality,
NOW I go in to buy my own for my first apartment, I was so excited, they signed me up for a financing service and I was not told about it I did not need it, I wasn’t told about a warranty I wasn’t told about a contract, I was alone when it happened, I was actually just returning a fabric swatch, and the sales rep was urging me to go through with the sale because there was a sale on! I felt pressured, I was trying to talk about how I would pay and I said I would like to put partial down in cash, the sales rep told me they don’t do that, but they can take a deposit from me?
The couch that was delivered was a wreck, I asked the delivery people if they were going to stay to let me inspect it they said no, and left, the more I looked the more was wrong, I video recorded everything, I sent the sales rep a email about it and I didn’t even get a reply, just in the subject line, issue forwarded to customer service,
I thought they would be disgusted something like this made it out of the warehouse, but I was met with a fight right away, I have been fighting for over 3 months with every bureau to get them to take this couch back, I don’t know how this company is allowed to operate in the way they do, I had a customer service manager actually say to me in an email there is no way of getting out of this contract,
But the contract is actually what is on the back of your sales bill, none of mine are signed, and they staple a brochure on it too, and receipts all over it to hide it, everything they come back with is letting you know after the fact, we are only given the tiny paper, but nothing they say is on that paper, 2 sides of my couch look different, in bad ways, no pillow is cut the same size, seams don’t match up, holes in the fabric itself, unfinished seams everywhere exposing particle board and cardboard, the couch is cream and has black/dark brown stains, also orange rust stains, all over it, then on the one seat was a weird grey marking, as soon as the cleaner they sent to come check, he had to warn me that it was bad, on the inside of the couch fabric someone had written on the fabric in huge lettering 2024 and some other numbers, it showed up clear as day as soon as it got wet, one side the recliner doesn’t work,one side is loose and baggy one side is tighter and smooth, it looks like I pulled it from the trash, then to boot they accused me of writing in the couch with marker! How would I open up the seams write on it then stitch it up exactly as it came? Plus in my video from when I first got it I was saying we didn’t know what was wrong with that side, it looked gray and like the fabric was wrecked, it wasn’t until their cleaner came and revealed what the heck it was,
Do not ever try to buy from here, I am still fighting, and I’m doing my best to make sure people know, there are forums online, there are Facebook groups, there is trust pilot, BBB, I never thought I would get what I received, it looks like trash, I never expected to be treated this way by the company,
they won’t fix it, they say they will but only 2 things, I don’t know what else I can do but try to warn others,
There is a list of over 10 things wrong with the couch,
I don’t think they have even looked at all my evidence, to acknowledge how bad it really is, or they don’t care,
I’m a person with a disability and they took advantage of me, it makes me cry to think about that day when I was alone, now I feel so stupid, and I beat myself up for falling for it, now I’m going in debt with flexiti, I have been taken out of my work because of the upset and fighting with them, it caused a bad setback for me,
Please do research at least, and find truth for yourself, I do not want anyone to go through this,

Absolute sh#te sofas, we were conned by SCS the one in store was perfect.
NOT THE ONE DELIVERED TO US, It was misaligned the leather was very badly fitted/stitched and now after a year or so it’s like sitting on bags of potatoes very uncomfortable indeed.
For GODS SAKE DONT WASTE YOUR MONEY ON THIS GARBAGE.
I just wished we had bought the G Plan.

And as everyone has said the warranty is completely non existent, these people are in my opinion totally untrustworthy.
If I could afford it I would trash the £4300 worth of crap we have and as I said buy G Plan.

They will not do anything with our cushions. They said the warrentee won't cover it and we paid for the extended warranty till 2028.

We purchased two lazy boy recliners 4 years ago.
On delivery one had a twisted frame so both chairs we replaced.
Over the next few years the quality of the keather has shown to be less then perfect, it looks like it has worn off in patches and even though we have regularly used the feed and clean products advised it has made no difference.
As we are in our 60s we have had lazy boys in the past and to say they are not a patch on what we have had in the past is a worry as to what they will end up been like in the future not a good representation of the cost and promise of quality that is expected by this company.
We have now had to replace them and will never pay for high priced furniture in the future to feel ripped off like we do at the moment.
So I would advise to inspect you purchases full both in the show room and when delivered to make sure you are happy with the quality.

La Z Boy Garbage

My Personal Experience with La-Z-Boy: A Lesson in Disappointment

Once upon a time, La-Z-Boy was a household name synonymous with high-quality furniture and unmatched comfort. My family, like many others, trusted the brand implicitly. When it came time to furnish my living room with a recliner, La-Z-Boy was my first and only choice. I expected the same reliability and quality my parents experienced decades ago when they purchased their La-Z-Boy furniture. Instead, what I got was an ongoing nightmare of poor craftsmanship, abysmal customer service, sluggish repair processes, and a company seemingly uninterested in accountability.

A Disastrous Product

The disappointment began almost immediately after purchasing a high-end recliner from La-Z-Boy. At first, the chair seemed fine—comfortable and stylish, as advertised. However, within a few months, it became clear that the quality was far below expectations. The cushions began sagging noticeably, and the reclining mechanism, which was supposed to be the hallmark feature, started making grinding and squeaking noises. The back felt loose and wobbly, as though it might break off at any moment. In fact, it did eventually break…

What shocked me the most was how quickly the recliner began making noises. Despite being marketed as durable, the springs made an awful noise and the recliner as a whole was just terribly noisy after just a few months of light use. Friends and family who visited my home even commented on how “used” the chair seemed, despite it being practically new. It was embarrassing and infuriating, especially given the premium price I had paid.

By the six-month mark, the recliner was no longer comfortable to use. The padding and springs in the seat and backrest had broken down so much that sitting for any length of time left me with a sore back. The structural integrity of the chair was so poor that I genuinely wondered if it would hold up another year. The chair leaned back so far, I would end up looking at the ceiling, La-Z-Boy amazingly assured me this was normal not realizing I purchased the exact same chair 5 years prior. When comparing them side by side, the defect was obvious.

Terrible Customer Service

When I first noticed the issues, I reached out to La-Z-Boy customer service, hoping to resolve the problems quickly. What followed was one of the most frustrating experiences of my life. After waiting on hold for over an hour, I was finally connected to a representative who seemed completely uninterested in helping me. Their responses were curt, dismissive, and, frankly, condescending.

I explained the issues with the recliner, including the sagging cushions, noisy mechanism, and unusual orientation. The representative assured me that they would “file a claim” and that someone would get back to me. Weeks passed, and I heard nothing. I called back, only to be told that my case was still “under review.” After repeated follow-ups, they finally agreed to send a technician to assess the chair.

Sluggish and Unreliable Service Technicians

When the technician visit was scheduled, I thought I was finally making progress. Unfortunately, the service technician arrived over an hour late with no communication or apology. Once they inspected the chair, their conclusion was dismissive: “Normal wear and tear,” they said, despite the fact that the chair was only a year old.

They also informed me that parts needed to be ordered for the repair, which would take “a few weeks.” A few weeks turned into months, during which I repeatedly called to check on the status, only to be told that the parts were “on backorder.” When the parts finally arrived, the technician scheduled another visit—only to not show up. I had to reschedule yet again, costing me more time and frustration.

When the technician eventually did complete the repair, it was clear they were undertrained or simply uninterested in doing the job properly. The mechanism was still noisy, and the cushion replacement barely improved the sagging issue.

Warranty: An Empty Promise

Part of the reason I initially felt confident in my purchase was La-Z-Boy’s advertised warranty. However, the warranty process turned out to be a complete sham. Every issue I raised was met with resistance and excuses. “That’s not covered,” they said, or “That’s considered normal wear.” It felt as though they were doing everything possible to avoid honoring their commitments.

Even the few issues they did agree to address took an absurd amount of time to resolve. Replacement parts were delayed for months, and the overall lack of communication left me feeling abandoned as a customer.

Lack of Accountability and Poor Quality Control

Place is a left over relic from the cold war. Lousy furniture the looks like it belongs in a toilet bowl, salespeople that talk non-stop about a fabric warranty that you have to get for $1000 to make up for how lousy the products are. The most distasteful experience I have had and the prices are through the roof. Its not the salespersons fault but the organzation is just defunct with no idea of where they belong or how to operate a business.

I bought an expensive electric reclining chair with the best quality fabric and paid and additional $234 for 5 yr fabric guard protection . After only 4 years the fabric in the headrest has become very discolored from use. I filed a claim with serco as directed by lazyboy. Of course it was denied and lazyboy won't do anything about it or stand behind their product! I thought I was buying a quality sofa but I was not. Don't waste your money on their sofas OR a protection plan !

We had two previous recliners from the name brand recliner store that were wonderful, so we assumed the quality would still be excellent. Boy were we wrong! I don't know if they're made out of the country now or what the issue is, but the one we ordered in a different color than the floor model was nothing like the one we saw in the store. Please beware when placing an order. The store sample had smooth leather, good padding, nice stain on the feet, and overall looked beautiful. What arrived had puckered and wrinkled leather, the headrest was indented with hardly any padding, and the back of the legs were not even stained. The manager of the Brandon, FL store admitted this was not Lay-Z-Boy quality and wanted to have it repaired or have us order something else. We were so disgusted we just wanted to return it. Lo and behold, we had to pay a restocking fee for returning a poorly made recliner that everyone agreed was not quality merchandise. What a racket! After signing an agreement of how much we would received for our refund after deducting the restocking fee, we received a lesser amount. After arguing with the store manager several times on the phone, he hung up on us. Unless we want to sue them, I guess we're just out of luck. If you need a recliner, I suggest going to a furniture store and selecting one off the floor. Do not order one in a different color or you're really throwing the dice on what you'll receive. We're so disappointed with the quality, and totally disgusted with the manager of the Brandon, FL store who is no better than a lying shyster used-car salesman!