ComplaintsforLa-Z-Boy Furniture Galleries

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been ******** customers for 40 years and never have had a problem with their warranty/customer service. We purchased 2 leather recliners 03-19-2019 from the Phoenix, OR store. We also purchased the 5 yr extended warranty. We paid $859.99 for the each recliner & $79.99 for a 5 year warranty. Total $939.98 ea. We recently discovered one chair the coating on the leather is peeling/flaking off. I contact the store. Spoke with *****. I told ***** of the ************ a picture. ***** said they are stain leather and that he typically see it when oils from one's body causes the stain peeling to occur. 1st Issue: We paid for leather chairs. Now we are not even sure they are leather and they certainly are not stained leather. Stained leather DOES NOT peel off. Some type of coating has been sprayed onto these chairs and whatever the coating is is now peeling/flecking off. It is a thick coating and looks almost like a thin paint. It is not stain. Issue#2: This is a issue with the materials used to make the chair. Whatever coating they sprayed onto the chair material. We had the previous set of recliners for 20 years and never had a problem with them. It is not body oil that is peeling/flaking the coating off this chair. Issue#3: We purchase a 5 year warranty on both chairs with the understanding they are fully covered for 5 years. Now ***** is telling me that it doesn't cover the leather but it would cover it if we accidentally cut it, punctured it, we damaged it, spilled something on it, etc. ******** is not standing up to it's previous standard in workmanship. We paid for quality but got junk. ***** said he could order a new arm for the chair but it would cost us $160. We already paid $160 when we bought the 5 yr warranty. So now ******** should stand up to their end of the bargain and replace the chair since the flaking is in more than one area. We are so very disappointed in ********. They are willing to lose a longtime customer over one chair.

  Business response

  06/20/2023

  This customer purchased 2 recliners in March of 2019.  The factory warranty covers the leather for 1 year.  The chairs are now 4 years old .  The customer did purchase an additional 5 year third party protection plan warranty.  But that warranty only covers accidental damage, and food stains.  In the pictures provided by the customer the wear seems to be related to body hair and oil contact. This is excluded from the 3rd party coverage. As a courtesy we offered to replace the defective arm part at less than cost for the part, and waived all labor and service trip charges.  The customer refused to accept our offer. Since the chair is outside the warranty by 4 times, we are unable to assist any further than our previous offer.  

  Customer response

  06/21/2023

   
  Complaint: 20182622
  
  I am rejecting this response because: La-Z-boy is weaseling their way out of holding to their previously good customer service and quality guarantee. We (and many others) disagree completely with the reason they are saying the leather is peeling/flaking. It has nothing to do with body hair or oil. That is a poor excuse. Real leather does not flake off or peel. It is the low quality materials used to make the chair. It is cheap synthetic/imitation leather spray vinyl urethane color. This is a clear case of material or product defects not body hair and oil. We PAID a lot for high-quality leather chairs and that is NOT what we got. The extended warranty you sell is useless. I don't even understand why you push it on customers. Such a waste of money. Our last set of recliners lasted 20 years.

  After doing some research it looks like this has been an ongoing problem for ******** for many many years and ******** still hasn't addressed it. In fact, I found many complaints about the exact same problem (see links below).
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  Also, It says right on the ******** website the following: ****************************************************

  How long should a leather Lazy Boy recliner last?
  Outlasts fabric 4 to 1
  Leather is 50% stronger than other upholstery and has a life up to ***** years.

  It also says on your website, authentic leather only improves with age. Instead our chairs are degrading after just 4 years.

  The brochure we got with the chairs say, LEATHER! Not leather sprayed with vinyl urethane color.
  

  Our only mistake was to trust ******** like we always have in the past and not doing our homework before purchasing these chairs. In fact, we believe you misrepresented the chairs we purchased and this is a case of consumer fraud.

  La-Z-boy isn't the store it use to be. They no longer have good quality, good customer service, good warranties, you no longer stand behind what you sell, you no longer have the reputable products and company that it once was. Terribly sad and very unfortunate for consumers.
  
  Sincerely,
  
  *********************

  Business response

  07/13/2023

  The factory warranty only covers defects in workmanship for 1 year.  Since this recliner is over 4 years old and subject to environmental conditions outside our control, this wouldn't be covered under warranty.  Our offer to install replacement arm upholstery outside of warranty, at the price  quoted still stands.  This offer is only open for 30 days. 

  Customer response

  07/18/2023

   
  Complaint: 20182622
  
  I am rejecting this response because: It is not a defect in the mechanical parts of the chair. The chair works fine. The entire problem is the material La-z-boy used for the cheap painted leather. This is not just an issue with our chair. This is a problem with many people who have had the exact same issue which indicates the leather materials used is cheap and doesn't last. That is not what we thought we were purchasing.We wanted long lasting leather chairs and its the reason we purchased what we thought was real leather. Although you are blaming it on body oil and hair, this is NOT an environmental issue. This is a materials issue. The cheap materials La-z-boy has used on these chairs. What would be acceptable to resolve the issue is La-z-boy replace and install the arm of the chair free of charge.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03/12/2021 Date bought we picked up, Paid ******* for Chair, it starting falling a part, screws bolts, bought back for repair and now it is same thing but worse. Chair is a Lemon. They want us to bring it back again, not a small chair and lots of money, second time and falling a part. Its junk, that much money should not have to keep bringing back for repairs. Once, sure but twice, its not any good.

  Business response

  06/11/2022

  Attached is a copy of the customers original sales order, along with all the terms and conditions as acknowledged by the customers signature. 

  The customer picked up the recliner on 3/12/2021.  The customer did bring the recliner in in Sept. of 2021 for service.  the chair was repaired and returned to the customer at no charge.  

  The chair is now over a year old, and outside of the factory labor warranty.  But the customer did contact us about an additional issue.  We offered to service the chair at No Charge again.  But, asked that they bring the relciner to our service center to be repaired.  I understand it is inconvenient, but the terms of sale clearly indicate that they would need to return it to us for service. 

  Our offer of No Charge repair is still open.  But the customer would need to bring here. 

  The photos are unclear as to what the issue may be.  But, it could be something as simple as the back just needs to be reset onto the attachment brackets.  Our service department can explain how to reconnect that via a phone call, if the customer wants to call in . 

   

  Customer response

  06/11/2022

   
  Complaint: 17322782
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  06/16/2022

       Facing the front of the recliner the right side of the chair is 1 inch lower than left side of the chair. The right side of the back has collapsed 5 inches. The wood portion of the chair is made out of OSB instead of plywood, which is a much stronger application when building furniture. We also purchased a 5 year plan protection to cover the chair just in case of a LEMON event!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩