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