Call Kurtis: La-Z-Boy Won’t Fix My Saggy Chair Because of Stuffing Shortage

ELK GROVE (CBS13) — Sewilor Bryson’s new La-Z-Boy chair has gone flat after less than a year, she said.

It came with a one-year warranty, but when the company said it wasn’t able to fix it, the 75-year-old senior called Kurtis.

La-Z-Boy said their cushion filling is on back order, but Bryson doesn’t believe them.

After three months of waiting, and her warranty just hours from running out, she wanted help.

“At my age, I don’t need a whole lot of frustration,” she said.

Unable to fluff up the saggy cushion on her new La-Z-Boy chair, she first contacted the company to have someone come re-fill it.

The La-Z-Boy website shows the chair looked like when she first bought it in September last year from the La-Z-Boy store in Elk Grove.

“It don’t look like that anymore,” she said.

“Just look at the top,” she said, “It looks like it’s just sinking in.”

She said she thinks La-Z-Boy can’t tell her when the stuffing will be available again, refusing to replace it.

“I just kept calling, they say it’s on back order, it’s on back order,” she said

“I think 90 days is too long,” said the Better Business Bureau’s Gary Almond.

Almond said La-Z-Boy should replace the chair under the warranty, and said as long as a customer calls in a warranty before it expires, the business has a duty to honor it.

“If they can’t do it, they should seek some other recourse,” he said.

The Elk Grove store referred Call Kurtis to La-Z-Boy corporate, which confirmed the stuffing shortage.

“La-Z-Boy products are custom made and do sometimes take longer than companies who stock all of their products,” the company said by email. “This situation was out of the ordinary.”

The company offered to take back the chair for a full refund — something Bryson agreed to do.

Now looking for a new chair, Bryson said she’s frustrated it took Call Kurtis’ help to get her answers.

“They’re a big company, they could have come out and replaced that,” she said.

La-Z-Boy said the chair Bryson bought does require maintenance similar to fluffing up a pillow, but still agreed her chair needed to be re-filled.

The company also said it will extend warranties if there are delays on their end.

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