La-Z-Boy Customer Care: How to Get Fast, Effective Support

La-Z-Boy has been building recliners and upholstered furniture since 1927 in Monroe, Michigan. With millions of products in homes worldwide, the company’s customer care structure is split between the retail store that sold your piece and La-Z-Boy’s manufacturer resources for parts, warranties, and technical guidance. Knowing whom to contact (and what to have ready) will shave days off your resolution time.

This guide explains the most efficient ways to reach support, what warranty coverage usually includes, realistic timelines and costs for service, and how to troubleshoot common problems before you schedule a technician. It’s written from the perspective of a service professional who’s handled thousands of upholstery and motion-furniture claims.

How La-Z-Boy Support Is Organized

For most owners, your primary contact is the La-Z-Boy Furniture Galleries store or authorized dealer listed on your original sales receipt. The selling dealer manages service scheduling, parts orders tied to your serial number, and warranty verification. If you purchased online at la-z-boy.com, your order confirmation email includes a customer reference number and a link to contact support directly.

The manufacturer provides the parts and technical documentation, while the store coordinates in-home service and labor. That’s why you’ll be asked for proof of purchase and the product’s serial number tag (usually under the seat or on the underside of the frame). Having these details ready typically reduces back-and-forth and cuts 2–3 business days off the claims process.

Best Ways to Reach Customer Care (and What to Prepare)

The fastest path is usually through your selling store’s service desk, especially within the first year when most labor is covered. If you don’t have the store’s contact info, use the Store Locator on the official website and search by ZIP code. For direct manufacturer assistance on parts or documentation, start from the Customer Care section on la-z-boy.com and follow the prompts for your product type and purchase method.

• Go to the official site: la-z-boy.com, then choose “Customer Care” (avoid third-party “support” websites).
• Use “Store Locator” to find your selling dealer; if unknown, search by your ZIP and call the nearest La-Z-Boy Furniture Galleries.
• Have ready: order number, purchase date, model name, fabric/leather cover code, serial/model tag photos (under the seat), and clear photos or a 10–20 second video of the issue.
• If you moved: provide current address and the original purchase store; most dealers can still coordinate parts and service through La-Z-Boy’s network.
• Typical response time: 1–3 business days for initial reply; 2–6 weeks for special-order parts depending on availability.

Warranty Coverage at a Glance

La-Z-Boy offers a limited lifetime warranty on many structural components (such as the recliner mechanism, metal frame parts, and seat springs) for the original residential purchaser. Electrical components (power motors, transformers, and handsets) commonly carry a multi‑year limited warranty, and upholstery covers, foam, and labor have shorter terms. Policies can vary by collection and year, so verify your exact coverage by serial number.

As a practical rule of thumb: structural parts are often “covered” long term (the part cost), while labor and in‑home service fees are typically covered for one year from delivery. After the first year, you may pay labor and trip charges even if the part itself is still under warranty. Commercial use, improper cleaning, or pet/accidental damage are almost always excluded unless you purchased a separate protection plan.

Troubleshooting Common Issues Before You Call

Many support tickets can be solved without a technician visit. For power recliners, verify the transformer’s LED shows steady power, reseat all quick-connect plugs (look for loose barrel connectors under the chair), and test the handset by swapping with a known-working seat if you own a multi-seat sectional. For non‑power recliners, check that no fabric or debris obstructs the reclining mechanism and that the chair sits level on all four corners.

If you hear squeaks or ticks, identify whether the sound happens during footrest extension, rocking, or only under load when seated. Light lubrication at pivot points with a silicone-based spray (never oil that can stain fabric) often resolves intermittent squeaks. For uneven cushions, rotate loose seat cushions weekly and fluff fiber backs by hand; pocket-coil or high-density foam settles over the first 30–90 days and usually normalizes with use.

• Power won’t work: confirm a dedicated outlet, test with a different outlet, verify the transformer indicator, and inspect for pinched wires under the base.
• Recliner won’t latch: check that the footrest ratchet is unobstructed; recline fully and close firmly; if it still floats, the pawl may need adjustment or replacement.
• Seat sagging: inspect the webbing/spring deck; early sag inside 12 months warrants a service review; normal “comfort imprint” is 0.5–1.0 inches in the first 90 days.
• Leather issues: distinguish top-grain wear from surface scratches; most light marks can be reduced with approved leather conditioner—avoid household cleaners.

Service Visits, Parts, and Typical Costs

In-home service calls arranged through a La-Z-Boy dealer commonly carry a trip/diagnostic fee once you’re outside the initial labor warranty window. In many U.S. markets, expect $75–$150 for a technician visit. If a warrantied part is required, the part cost may be $0 under coverage, while you pay labor; if not under coverage, parts range from small kits ($20–$60) to motors or transformers ($120–$220) and full mechanisms ($180–$320), depending on model and year.

Lead times vary: in-stock parts can install within 7–14 days; special-order covers, backs, or mechanisms may take 3–6 weeks. During peak periods (holiday seasons or logistics disruptions), expect longer windows. Your service desk should provide a parts ETA and schedule installation once the part arrives locally.

Returns, Cancellations, and Delivery Timelines

Stock items purchased from a La-Z-Boy Furniture Galleries store typically deliver within 7–14 days, depending on local truck routes. Custom configurations and special-order fabrics/leathers usually quote 4–8 weeks under normal conditions; during industry backlogs (e.g., 2021–2022), some orders extended to 10–16 weeks. Always keep your estimated delivery range in writing.

Return and cancellation policies are set by the selling dealer and can differ by state. Many stores allow cancellation of stock items before delivery with minimal fees, but custom orders may have a limited cancellation window (often 48–72 hours) and may carry restocking or change fees after materials are allocated. If a delivery arrives damaged, note the issues on the delivery ticket and take photos immediately; this preserves your right to repair, replacement, or refusal according to the store’s policy.

Documentation That Speeds Up Resolution

Clear, complete documentation is the difference between a one-call resolution and a multi-week back-and-forth. Photograph the serial tag (found under the seat or beneath the chair), the overall piece, and close-ups of any defect under good lighting. For motion issues, a short video showing the button press and the result helps a tech distinguish between a failed switch, a motor issue, or a jammed mechanism.

Keep your sales receipt, delivery date, and any protection plan paperwork in a single PDF. When emailing or submitting a web form, include your full contact information, delivery address, preferred contact times, and whether there are stairs or access constraints for a technician.

Escalation Paths and Consumer Protections

If your case stalls, ask the store for a service ticket number and an estimated parts ETA. A polite weekly check-in by email creates a dated paper trail. If you need to escalate, request the store manager or service manager, referencing dates and commitments already made. Most delays resolve once parts ship or a tech signs off on the diagnosis.

When you purchased with a credit card and a promised resolution exceeds reasonable timeframes, your card issuer may offer dispute timelines; use this only after you’ve attempted in good faith to work with the dealer. For manufacturing defects within warranty, the manufacturer and dealer generally prefer repair over replacement, but repeated failed repairs on the same issue strengthen your case for a swap.

Safety, Authenticity, and Avoiding Scams

Always start from the official domain: la-z-boy.com. Be cautious of third-party sites that list “La-Z-Boy support numbers” with aggressive popups or ads. If you find a phone number via a search engine, cross-check it by navigating to the official site’s Customer Care or Store Locator. Never provide payment info to an unsolicited caller claiming to be “La-Z-Boy support.”

For physical service, confirm the technician’s appointment through your selling dealer, and ask for an emailed confirmation. Technicians should not remove your furniture from the home without written authorization; most repairs are done on-site or with parts brought to you.

Key Takeaways

Go through your selling store first, have your serial tag and receipt ready, document issues with photos or a short video, and expect 1–3 business days for an initial response and 2–6 weeks if special parts are needed. Structural parts are often covered long-term, but labor and trip fees may apply after the first year. Starting from la-z-boy.com ensures you’re contacting the right team and protects you from third‑party scams.