La-Z-Boy Furniture Galleries

About a year ago, we made the purchase of a sectional sofa from La-Z-Boy Furniture. Regrettably, after seven months of use, we began to notice severe sagging in some sections to the point where it felt like sitting on the floor. This situation starkly contradicts La-Z-Boy's claims of product quality and their commitment to supporting their products.

Over the last five months, we've been engaged in communication with both La-Z-Boy and their external service provider, Zucora, with the aim of getting the sagging cushions replaced. We were disheartened to hear that they considered this sagging as normal wear and tear, and they insisted that we would have to bear additional costs for replacement. However, during a technician's visit to inspect the sectional, he verbally acknowledged that the sagging was not normal. Astonishingly, the written report contradicted his verbal assessment. This entire experience has left us thoroughly dissatisfied, and we've decided not to consider future purchases from La-Z-Boy due to their unsatisfactory service and subpar product quality. This decision is especially disheartening considering the substantial amount of money we invested in these sectionals.

BEWARE. Do not buy anything from this manufacturer/company. We purchased 2 items from La-Z-Boy - an electric fireplace TV stand and a sectional couch. Both had problems. Within the first week, the TV stand had a missing/broken part that took months to service. Worst is the sectional. It was defective. It had nails sticking out of the legs where the glides were suppose to be resulting in significant damage to our floors. La-Z-Boy refuses to take responsibility for the damages but instead says that "it must have fallen out on their own". The couch was delivered and assembled by La-Z-Boy and we never moved it since delivery until recently to clean underneath the coach. I now have to dish out $919.08 to repair the damages that La-Z-Boy refuses to reimburse us for. Absolutely ridiculous.

Purchase a 3 seat fully automatic sofa from Lazyboy location in Vaughan. Item was delivered and upon set up the delivery person confirmed one of the footrest motors was not working. Information was sent to customer service and service call was sceduled for a brand new sofa. 2 weeks later technician arrives removes the defective part and says he has no idea when the part will be available or the sofa repaired. The motor was left with us and the technician left. Upon visiting the store the manager sent an email to customer service and said we have to wait for their response. This is unbelievable! Why do 2 retired elderly individuals with health issues have to deal with this?

I must agree with all the other complainant this outfit is the worst. Again buyer beware. I bought 2 Lay Z Boy in 2013 and 1 is cracked and peeling and of course they never answered my emails. I will have to chucked them and of course learn from mistake and NEVER EVER buy again at that place. I highly recommand people to buy online instead of that store maybe if they go belly up they'll learn from their rotten customer service

This is one of the worst experiences I have ever had with a company. Bought 2 chairs in Sept 2015 for $1900. Had to pick up the chairs from warehouse since delivery would have taken another week. Chairs were defective told the warehouse, but they had me wait 2 days for a technician. Had no other furniture other than a bed which was hurting my back to be laying down so long. Have had to see a repair person yearly explaining that our backs are hurting. The frame in the back of the chair is sticking out and the other chair will not connect to the base. The service department told me no one could see me for 3 weeks, although I had received a call from a weekend technician who said I had just missed him, but he saw that I had an appointment in 4 days. 4 days later I was told that I had a phone appointment and I would have to wait 3 weeks. After waiting 3 weeks, I was told that I will have to wait an additional 6 to 8 weeks with no furniture. I am unable to have anyone over and was left with no furniture through Christmas. I explained that we only have a kitchen table but they did not care. Went to speak to the store manager and he told me it was my fault this has taken so long, because I never contacted him. I had contacted the store and was told to try to work it out with the service department. They refused to come sooner. This is terrible customer service on every level. It is a shame that there is no client retention. Received a phone call from service stating that this a mandatory wait time, no apology.

Purchased power recliner at Coquitlam store less than a year later the PLASTIC parts controlling the lift mechanism shattered rendering the chair useles, took appr 4 months to have repaired. One year latter same problem again but this time store ignoring problem after token contact with customer service ( and with lazyboy I use this term very loosely. I did notice that the lower construction/support/mounting assembly is particle board.So much for the hardwood construction.If you are looking for overpriced,substandard work, and nonexistent service by all means shop at Lazyboy Coquitlam.Too bad,it used to be a quality product.

Long story short. This company had admitted their product is garbage. They are so far behind on emails - they are over 2 weeks behind. In a city of 800k people. Your furniture must be cheap to have over two weeks of built up emails in your warranty department built up. I bought new, it was delivered broken, and they will only fix. Not replace. Had I wanted something to fix - I would have bought off kijiji and saved thousands on my wallet. Avoid this place if you can.

We bought two Beckett recliners for $1250 each. After 2.5 years of normal use, the fabric on one of them started deteriorating. The fabric warranty is only a year, so it wasn't covered, but the store did send us $80 towards a slipcover to hide the damage. Very disappointed in the performance of this chair.

My suite of furniture came from the factory poorly built and grossly misshaped. It had to go back and rebuilt and is so uncomfortable, I have never used it and I am forced to use an old chair as my only usable piece of furniture. Their guarantee is Noga's and the quality is so poor I can't believe it. Do not buy from this company ever.

If I hadn't just bought this junk for the price I did, I would definitely throw it out. The old stuff I gave away was so superior.

When we bought our new home 3 years ago, we visited a la-z-boy store in Ottawa to look for living room furniture. When we got there, they recommended that their designer visits our home for "free" so that they can recommend the right furniture. We took that offer, worked with the designer and she ended up recommending very specific furniture (3 seater leather couch, 1 seat leather couch, 2 1 seat couches) that looked very good overall. We also purchased their 5 year extended plan (supposed to cover cleaning and common damages) for about $300.

Less than 1 year owning the couches, we already had to call the store because the 3 seater leather couch had already faded. They replaced the part that was faded because apparently it was in the 1 year warranty time.

3 years in, the 3 seater couch is completely faded. When I called the store about it, they started asking me questions about what I used to maintain it, I told them the chemicals they gave us complimentary when we bought the couches. Right then, when I said chemicals, their customer service rep, jumps in and says chemicals, that's what damaged it, and i told her, I didn't use anything else other than what you gave me, it was obvious they are looking very much for an out, really anything they can point at to say it's the customer's fault. Once that didn't work they tried to say it's normal aging.

At that point I asked for the La-z-boy main office contact to report my case to them. In all this also, as I talked to the store, I asked for communication on the service call they had already done at my house to observe the couch, and they sent me an email about somebody else's account, at that point I asked them if they were even looking at my account. They said it was a mistake, which didn't make a lot of sense.

I contacted their main office, opened a case number, it seemed like their main office was going to do something. After over 2 weeks after the case was open, I get a call from the local store offering me 25% on any item in their store, I told them 25% is a normal offer you will receive during a sale and that I was not looking to buy new furniture, rather I want my furniture fixed. I talked to their head office and they told me that's the only offer they can give.

Basically, La-z-boy advertises itself as this rather good quality product store, and they will charge you good $ for it, and their head office stands behind that it's normal wear and tear to have your over $5000 furniture completely worn out in less than 3 years. Before buying la-z-boy furniture, I had a 3 seater $800 bonded leather couch from another furniture store that lasted over 3 years and I only got rid of it because I thought i was getting a quality product from La-z-boy. This place is simply a sham if they are willing to stand behind that their expensive couches are only good for 3 years