After having spent almost $7,000 to furnish my new home with custom-made LaZBoy furniture in I went back two years later, this time to a different store, the one on Cooper Street in Arlington, Tx. To have a custom made rocker recliner made. The cost with 5 year warranty on the fabric was almost $900.00.
The fabric has not held up well at all. It piles on the arms, on the seat and on the back headrest area. A few months ago, a 5" tear appeared in the fabric in the lower section of the recliner, not quite the foot section. This rip was not a result of any accident, but as a result of very thin and defective fabric pulling apart. I contacted the warranty company and they refused to honor the warranty. I contacted the store and they refused to stand by the product.in fact, the store manager was quite rude. When I asked if they were refusing to stand behind their product, he continued to state that warranty didn't cover. This issue. Because he refused to answer my question, I interpret this as a NO, they do not stand behind their product. The most that could do was to offer to send out a service technician at my own cost and to have them try and repair it, again at my own cost.incidentally, they no longer make the material they used on my chair.
I hired a repairman at my own cost and he was able to repair the rip. However, within a couple of weeks, another one appeared and this one cannot be repaired. The material is so thin, it is literally falling apart in my hands. I now have about a 4" hole with foam rubber sticking out of it. I have a blanket over the chair to hide the rip.
ITen days ago, I wrote the Corporate Office and sent them pictures. I warned them that if I was not satisfied with their reply I would begin the formal complaint process. Here I am..
I received their reply today. They are refusing to honor the fabric warranty and are refusing to stand behind their product. Apparently they did not read my letter thoroughly, suggesting I bring the repairman back out to my house to "repair" this hole. What part of there is no material there to repair it with did they not understand?
The bottom line is that LaZBoy used defective material when they custom-made this chair. They have refused to honor the 5 year fabric warranty and they have refused to stand by their product. Consumers beware... Warranties are a rip-off and so is La-Z-Boy. I will never shop their product again and will show my defective chair to all who enter my home in an effort to dissuade future customers.
Incidentally, as I have begun furniture shopping for a replacement chair, I have heard other such horror stories about LaZBoy from other furniture dealers in the area.
Their refusal to make right the defective material mimics their name. A bunch of LaZBoys not willing to go the extra mile for customer satisfaction.
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