purchased a recliner from the La-Z-Boy store in Monmouth
Junction, N.J., on July 31, 2013. When it was delivered
in September, there was a problem with the way the
fabric was put on the back of the chair so I called and
complained. It was picked up and delivered again in
October but they sent me the exact same chair with the
exact same problems ó nothing had been done! The chair
also did not recline properly and kept making a loud
thump when pulled up (which never went away). It was
picked up again and returned. But then I had to schedule
service on the mechanism. A technician came on Nov. 29,
2013, to repair the problem.
am now having a problem again. When I recline the chair,
it does not stay in position. So I had to call La-Z-Boyís
Comfort Care department and they told me the parts and
mechanism have a lifetime warranty, but I had to pay
$116.49 to have the problem assessed and repaired. I had
to give them payment right there, over the phone, for
them to send someone out.
have been extremely unhappy from the start and I do not
think I should have to pay $116.49 to have the chair
repaired. I thought it would last for a very long time.
I had one before (not a La-Z-Boy) that lasted for over
15 years. The quality of La-Z-Boyís product is not as
you have any suggestion for getting the service fee
initial guess was that Lizís recliner has a limited
lifetime warranty that covers parts for a longer period
than labor. To confirm, I emailed Amy Hellebuyck,
La-Z-Boy residential manager for brand content and
public relations. She responded that yes, the cost of
labor had expired from Lizís warranty and that was why
she incurred a $116.49 charge.
explained the warranty specific to Lizís recliner:
offers a lifetime warranty against manufacturing defects
on the parts of the frame, mechanism and springs, for as
long as the original purchaser owns the product and can
supply their proof of purchase. Fabric, leather and
standard foam padding have a one-year warranty from the
date of delivery of the product into the customerís
home. Labor to repair or replace any parts is covered
for one year from the date of delivery."
additionally offered to refund Liz her $116.49 labor fee
"because customer service is very important to
responded, "Thank you so much for your help. It is
nice to know there are people out there that still
a result of Lizís inquiry, I decided to contact an
expert on warranties: Anthony Giorgianni, Consumer
Reports finance editor. Giorgianni was a fount of
warranty information. Below are some of his best
Per the Federal Trade Commission, all retailers must
make warranties available to consumers prior to a
productís purchase. Request it if you donít see it.
Just about every product purchase comes with an implied
warranty ó or warranty of merchantability ó which
means a product will do what a reasonable person would
expect it to. This warranty is typically in effect for
four years, and exists unless legally excluded. Several
states, including Illinois, allow such exclusions,
meaning a product can be labeled and sold "as
An express warranty is one that is clearly stated orally
or in writing (hence, it is expressed) and guarantees a
level of quality and reliability that ensures a product
will be fixed or replaced by the manufacturer for no
Many manufacturers will make good on an express warranty
even if it has expired. But Giorgianni advises:
"Donít go in with guns blazing. Tell the
manufacturer how much you love the product and how
disappointed you are that it didnít last."
Conduct an internet search of your issue to see if there
has been a recall on the product. If a recall exists,
your repair/replacement will be free.
If your internet search results in lots of product
complaints similar to yours, document them for use in
building a stronger case with the manufacturer.