D Chrysanthakopoulos

Review of La-Z-Boy

What a decline in product and service over the pas...

What a decline in product and service over the past 24, 17, 7 years!

We purchased our first La-Z-Boy recliner in 1994 (and still have it in the spare room!) It was well made, and the fabric still looks great. We have had it serviced to keep it working well three times. ($25 each time.) Each time, the techs came, serviced them, and left.

In 2001, we purchased a leather La-Z-Boy recliner sofa. (When we sold it 14 years later, it still looked awesome, and we were able to sell it for almost what we paid for it!) Over the years we had it serviced twice just to keep everything working well. There was a mechanism that needed repaired. The service charge was included with our other recliner, so no extra charges were made.

The most recent La-Z-Boy recliner was purchased in 2013. Within four months we had to call for service on the foam stuffing inside the seat, and the seat stiching was coming loose. A new seat was delivered and installed.

Now, within the five years of our fabric warranty, the stitching on the footrest has come loose. We called, and this time we had to pay $116.63 for a tech to come out to diagnose the problem!

Before the tech came, La-Z-Boy requested photos of the chair, the stitching, the surrounding area of the chair, the tags underneath, the extended fabric warranty. All photos of everything were sent to them promptly.

However, when the PREPAID service tech came, HE DID NOTHING but take pictures. He said they don't show him the photos we customers send, so he only came to take more pictures. That is what my $116.63 paid for.

And it has been almost a month since he came to "diagnose" the problem, and I've never heard back from La-Z-Boy, so nothing has been fixed or scheduled to be fixed. The longer they wait to schedule the actual service, the closer it is to my five-year-warranty date for the fabric.

What a pathetic decline in a formerly reputable company. No more La-Z-Boy purchases for us, and we're eager to tell our story.