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Accidents happen, and even high-quality furniture can run into issues over time. From a manufacturing defect to delivery damage, part replacements, or cushion wear, repairs are a normal part of furniture ownership. At La-Z-Boy Ottawa, Gatineau & Kingston, our service department exists to help you resolve problems quickly and transparently.
Service Department Supervisor Storm Shields puts it plainly: “Even La-Z-Boy, which sells high-quality furniture, isn’t safe from experiencing common furniture problems.”
Her team handles everything from everyday cushion compression to more complex cases like fabric or leather concerns, then coordinates with manufacturers or third-party experts to get you back to living life comfortably.
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The service journey begins when you let us know about your furniture problem. You can visit any Ottawa, Gatineau or Kingston showroom to speak with a representative or submit an online service request form.
Storm explains that every request becomes a ticket the team tracks from start to finish: “Whether you’re talking to someone in person or filling out the form online, we see your problem on our side through what we call a ‘ticket’, which thoroughly describes your problem to us.”
To help us help you faster, include:
Ask yourself three quick questions as you write: What exactly is the issue, when did it begin, and where is it happening on the unit. Once your ticket is submitted, you can typically expect an initial update within a few business days.
Some issues are easier to diagnose with visuals. Storm notes, “We want to make sure that we’re able to see exactly what the problem is in order to fix it.”
If we ask for more information, snap well-lit photos of the affected area from several angles and, if relevant, a short video showing what happens when you sit, recline, or operate the mechanism. Include model labels or tags when possible.
These details help determine whether the best path is a part replacement, an in-home inspection, or a different solution.
After reviewing your ticket and any photos, the team identifies the most direct route to resolution. Common outcomes include:
Coverage depends on your warranty. If the issue falls under the La-Z-Boy Limited Lifetime Warranty or your 5-Year Extended Protection Plan, eligible repair or replacement costs are covered during the term.
Storm adds helpful context on furniture age and part availability. “Sometimes you get a call about a recliner that’s 5 years old, and other times you get one that’s 25 years old.”
Even if a fabric or style is discontinued, core structural parts like certain metal mechanisms, frames, and many latches are often still serviceable. As Storm puts it, “These types of parts can sometimes be ‘one-size-fits-all’.”
If a concern cannot be repaired within warranty terms, we will outline options and any related costs. Storm explains, “Those types of problems may come associated with a cost, since the warranty only covers it for a certain period of time.”
When appropriate, we may connect you with a third-party specialist, such as a leather or fabric restoration provider, for work outside our scope.
If details are unclear or we need to test the item in person, we will book an in-home technician visit. This on-site assessment ensures nothing is missed and confirms the exact parts or procedures required.
Storm shares why this step can be invaluable. “This helps us determine any additional information that may have accidentally been left out. Sometimes we find out more about the furniture that the client had no idea about, so this resource is helpful when we need an extra set of eyes on something.”
After the visit, the technician files a report with measurements, observations, and recommended actions.
Once we confirm that a manufacturer-backed fix is needed, our service team engages La-Z-Boy’s manufacturing partners on your behalf.
“We, as the service department, act as a liaison between the customer and the manufacturer. We act as a voice for the customer and advocate for them when talking to the manufacturer,” Storm says.
This might involve ordering a replacement part, confirming a repair procedure, or, in rare cases of a verified defect, discussing replacement eligibility. Similar steps apply when we support brands like Canadel, Kincaid, Hammary, and American Drew.
Negotiation and ordering times vary based on parts and shipping. Many approvals or part orders can be arranged within about a week, and Storm notes, “From the moment we receive the ticket explaining the problem, we usually have everything sorted out after four weeks,” when there are no unexpected delays.
Once the plan is set, we schedule repairs, order parts, or coordinate delivery. You will receive updates at several key points, including:
Clear communication is a priority. In Storm’s words, “We try to keep everyone updated as much as we can throughout the process and let them know when the situation has been resolved or if we’re unable to fix the problem and advise them of other possible options.”
At certain times of the year, call volumes can be higher than usual, which may extend response times. If that happens, we will still ensure you receive timely updates as your case progresses.
How does the La-Z-Boy warranty work in Canada, and what is covered
La-Z-Boy offers Limited Lifetime coverage on many structural components, like select frames and reclining mechanisms. Upholstery, cushions, power components, and electronics have limited coverage periods. Your individual warranty booklet and any extended protection plan define exact terms.
Can La-Z-Boy replace my compressed cushions?
Yes. Cushion compression is a common service request. If you are within the covered period, replacement or repair may be included. Outside coverage windows, replacement cushions can often be ordered for a fee.
What if my furniture is discontinued
Older models can often be repaired if the affected component is a core structural part. Even when covers or trims are discontinued, many mechanisms and frame parts remain available or have compatible equivalents.
Does La-Z-Boy reupholster furniture?
Reupholstery falls outside La-Z-Boy’s in-house service scope. When needed, we can recommend reputable third-party reupholstery or leather restoration providers.
How do I find my ACK number?
Look for tags under or behind your furniture or on your original sales documents. Including the ACK number in your service request helps us identify the exact model and configuration.
After learning about La-Z-Boy’s service department, you now have the knowledge and understanding of what to expect when requesting help with damaged or defective La-Z-Boy furniture.
If you are experiencing an issue with a La-Z-Boy product, do not hesitate to reach out to our service department within the terms of your warranty or protection plan.
If your furniture is beyond repair, maybe it is time to replace the old with some new ones! Start by getting familiar with the Furniture Styles that we offer at La-Z-Boy.
Visit us at a local Ottawa, Gatineau & Kingston location or schedule a visit online. To learn more about our living room furniture, take a look at our La-Z-Boy Living Room Furniture Buyer’s Guide.
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