Don't let their "Made in America and their Warranty" fool you.
Here's my story...and as I post this - I've written a letter to Mr. Kurt L. Darrow, CEO - to request a wavier for the $79.99 fee.

Their warranty DOES NOT include labor after 1 year. It would be different if their furniture was QUALITY -but it's NOT. Our old living room suite purchased 18 years prior to this one - lasted the FULL 18 years without a service call and it was purchased from Montgomery Wards! Too bad they're no longer in business.


November 10, 2007 - Purchased/Ordered Lazy Boy rocker/recliner, Chair and a half, and sofa with two recliners on each end. Down payment: $850.00

January 7, 2008 11:55 called to check status of order and delivery. Spoke with Kaye Bryant; gave credit card number to her so she could charge it and have furniture delivered. Credit card charged $2, 343.08. Total cost of furniture (taxes & delivery): $3, 193.08
All items delivered on January 11, 2008, noticed a flaw on chaise recliner delivery person noted on delivery ticket. We were told to call and have a service call placed so a technician can fix it.

January 18, 2008 1:00pm called and spoke with Lori – Calling to place a trouble call for the flaw on rear corner of chaise recliner (010-553) (as noted on delivery ticket). Lori took down all information and input name, telephone number and address. 1:10pm called the store spoke with Kaye “service person will call us.”

January 24, 2008 Technician came out and repaired flaw: “installed new tack strip” on back of chaise recliner. Time in: 12:50 Time out: 1:10

May 16, 2008 – Reclining chair (410-553) stuck in up position.

May 19, 2008 – Called for service request – spoke with Stephanie. She will email me a questionnaire within 10 days and they’ll contact us. Copy of sales receipts and guardsman contract. Sent all this information to them (along with pictures).

May 28, 2008 – Called for follow up on reclining chair service call – Robert stated that protection plan covers fabric only – that I would have to contact the store directly since this is a mechanical issue. When I had called and spoke with Stephanie - explained exactly what the problem was, she didn’t tell me that I’d called the wrong place for a mechanical issue. Robert suggested I call the store we purchased the furniture from M-F 10:00am

May 28, 2008 – Amanda stated the technician will contact me Tuesday June 3rd.
Technician called – set up a time/date for repair – repair was done, but I do not have a copy of the repair ticket. Reclining chair is fixed.

May ???, 2009 placed a call to the store for repair of our cushions on the sofa (430-553). Set up a date/time for a technician to come out and repair. Technician will be on site May 28th.

May 22, 2009 – Received credit card receipt for $79.99 where Lazy Boy charged the credit card for their service tech, Chris, being in the house for less than 10 minutes, taking a picture of the sofa, and telling us “there’s nothing he can do.” Merchant ID: 000184404962.

May 28, 2009 – technician, Chris, on site – cannot repair cushions …..He stated, “All I can do is take pictures make note of what I see and send all the information to headquarters”…. Told me to call back at the end of June. Technician was on site less than 10 minutes.

June 23, 2009 (3:40pm) – Sofa recliner (on left side) stuck in up position. Called; (on hold for 15 minutes), spoke with Holly – she said they would order the part and have it sent FEDEX here to our house. According to Holly the part “Should take about 3 weeks to arrive, maybe less”. Once the part is received, we call them back, and set up a time/date for technician to come out and repair. Additionally Holly stated this would be at no cost to us. Since I had Holly on the phone I ask her about the cushions from the previous trouble call. She said she sees in the computer where it was sent to headquarters but nothing more – she said she would call me back the following day (June 24, 2009).

June 24, 2009. No phone call from Holly.

June 25, 2009 – Called to follow up again (on hold for 15 minutes) – spoke with Pam this time – told her I’d spoken with Holly – and she said she’d call me back – but didn’t. So I am trying to find out from someone the status of our trouble call on the cushions. Pam began to tell me all the information I already knew - that my information was with headquarters. I ask her if there was a time frame that I would expect to hear from them, she repeated what I already knew as well as what she’d just said, as though I didn’t hear her the first time: “it’s with headquarters.” I told her I would like to know what’s going on, she said she’d pass my information to her manager. I ask for her manager’s name and she said Evelyn Roads at extension 902893. She transferred me (on hold for 5 minutes) and I left a message for Ms. Roads that I would appreciate her calling me back in reference to the cushions on the sofa.

June 26 – 29, 2009 – No phone call from Ms. Roads….. or any other Lazy Boy representative.

June 29, 2009 Copied this entire log and am going to send it to headquarters via their web site. Hopefully someone there will return my call and notify me what’s going on with the cushions on the sofa. Inquiry number on Lazy Boy web site when I emailed them this entire history: 304551. Sent at 9:28 June 29, 2009.

July 7, 2009 12:10pm – Brenda Washington calls requesting me to call her back. She left a message – we were not home at the time of the call. 1-866-424-4886 ext. 890287. Plan to call her back Monday July 13, 2009.

July 13, 2009 – 8:58am Called Brenda Washington – left message.

July 13, 2009 – 9:35am Emailed entire history again to Lazy Boy 305835

July 13, 2009 – 10:10am – Brenda Washington called back and said that headquarters said that they would order the cushions at no charge to us. However, we would have to pay for the LABOR of installing the cushions – labor cost is $79.99 per hour and she’s uncertain how long it would take to replace the cushions. We will have to pay an additional $79.99 even though when Chris came, he didn’t repair/replace the cushions, all he done was take pictures. She hasn’t ordered the cushions yet – because she wanted to talk to me before ordering them. She put me on hold to see if it’s a “shop job” – she returned to the phone and stated that the job can be done in our home. She said the cushions should be shipped to our house and once we receive the cushions we are to call them and the technician will schedule the reinstall. Brenda stated is should not take more than 1 hour to replace the cushions. I also ask her if she could let me know about the status for the mechanism for the sofa – she ask when the part was placed on order, and I told her Holly ordered it (OR said she ordered it) on June 23, 2009. She placed me on hold (still on hold 10:19am). Phone was disconnected.

July 13, 2009 – 10:20am – Called back – Brenda said that her “parts person is checking the status with the plant”. She stated that there was a back order on the parts – and that we “should have the part” within the NEXT 3 weeks! (Reminds me what Holly told me).

July 21, 2009 (4:30pm) – Received via FEDEX, the two cushions for the sofa. Both boxes looked as though they’d been through a tornado……. There was clear tape barely holding the boxes together. I took pictures for future reference – but did NOT open the boxes. The FEDEX delivery guy said, “These boxes are packed very lightly”…. I said, “Yeah, I can see that”….. The boxes were basically falling apart. I do NOT plan to call Lazy Boy until we receive the other part for our sofa. This is the same mechanical part that has now “supposedly” been on order since Holly told me she would place it on order June 23, 2009. The same mechanical part that Brenda Washington told me was “on order” July 13, 2009.

July 27, 2009 (4:20pm) – Received via FEDEX the mechanical part for the sofa. I will call Lazy Boy tomorrow and attempt to set up a day/time for install of mechanical part and cushions.

July 28, 2009 (12:00 noon) – I called Lazy Boy Service to set up a service call. I notified them that all parts have been received for the sofa, cushions and mechanical parts. (Which remain in their original shipping boxes, unopened). I spoke with Gwen. She stated that she can have a service tech out here Friday or Saturday, I told her Friday would be best. She said there would be no charge for the installation of the parts. Additionally, she stated someone would call me Thursday July 30, 2009 to confirm a time frame window when the service tech would be here.

July 30, 2009 (2:05pm) – Automatic service call from Lazy Boy – 1-866-424-4886 to confirm that the service tech would be here tomorrow between 8:00am and 12:00noon. “To confirm press 1” …… I pressed 1 and now await the service tech tomorrow. Hopefully this will be the last time we have to contact Lazy Boy for the American Made product.

July 31, 2009 (9:5am) – Service Tech, Chris in the house started working on replacing the cushions and mechanical parts.

July 31, 2009 (10:05am) – Service Tech, Chris completed job.

August 1, 2009 (3:30pm) – Received call from Lazy Boy – they did not leave a message. Caller ID: (443) 749-4729

August 2, 2009 (11:52) – Writing a letter to include the entire history of this furniture purchase. Sending letter to the CEO, Mr. Kurt Darrow.