La-Z-Boy Furniture Galleries

Well, I went to pick it up today and when I see it, I realize that it is much too small of a chair for me. I decided not to take it and go back to talk to the sales associate, Nikki. She showed me a few more models which I fully intended on getting one but towards the end, she tells me, "well, there is a 30% restocking fee." I was shocked. After talking for a while, she said, "Let me see if I can get that reduced for you." She comes back and tells me that they will reduce it to 15% IF I buy something new. I was like WHAT??? So you want me to pay about $300 to NOT take the chair and still spend more money with you? Forget it.

I told her I would take the original chair but never do business with La-Z-Boy again. And I won't. BUYER BEWARE. Any chair you buy is going to have to be made since they don't carry them in stock and even if you want to buy something else, they will stick it to you. Unfortunately, I am stuck with this chair and each time I sit in it, it will remind me of how evil La-Z-Boy is. Goodbye La-Z-Boy, You lost ANOTHER customer for life.

To me a sectional should flow and fit nicely together like it was made as all one, however the couch I received is not. The cushions are different sizes, some are filled more than others, the top cushions are uneven, some shorter than others and seams do not match. Both the single recliner and the loveseat are unsteady and wobbly.

I called the store manager and told him my thoughts of the new furniture and he did send out his delivery manager. Delivery manager agreed that this is not acceptable and told me that the manager would reach out. No call and no response to my emails. So, after two weeks, I reached out to customer care/corporate and sent an email with pictures of my issues. Several emails went back and forth, I was told by corporate that they can tell by the pictures, the couch I paid THOUSANDS of dollars for, needed to be fluffed. Yes, Fluffed and even sent me a video on how to. They did offer to send a tech out to show me how to correctly fluff it! Shocked at this answer for sure. I responded and told them that I didn't understand how they could form any opinion by only looking at the pictures and that I DID NOT want a tech to come and show me how to FLUFF the furniture but to come out and see for themselves.

1/3/23 - Tech came out and said that a "couple pieces of the sectional need to be repaired." He ordered new cushions and "top of recliner", fluffed the corner and tried to adjust the fabric. Soon as we sat in it the corner is right back in the shape it was before the tech came out. I reached back out to tell him it was unacceptable and I'd like another to look at it and as of 1/11 - no response. This couch needs to be completely replaced or my money refunded, period. I paid for great furniture and I deserve great furniture.

Note** At NO time during the hours I spent at La-Z-Boy with the store manager choosing this couch was I told that I would need to fluff the couch on a regular basis or I most certainly would not have chosen it. My advice is to REALLY investigate the furniture if you feel that you want La-Z-Boy. The furniture is beautiful to look at, but from my experience, not made well and not for family use. The quality is not at all what it used to be. Save your money and go with a more customer based company with better furniture.

On that day, two young and seemingly inexperienced young men delivered my chair and, as they set it up, I noticed a large gash in the front left leg. I couldn’t believe it. After all this time waiting, my chair was delivered damaged. They took pictures, as did I, and sent them somewhere to La-Z-Boy and said I needed to call Customer Service and schedule a repair.

So, I called Customer Service right away (had to wait over an hour for a Rep) only to be told the soonest someone could come to my house about the repair was in April. I truly couldn’t believe it. The day before the repair person was to arrive in April, I got a message from La-Z-Boy that he wasn’t feeling well and wouldn’t be able to come. I was instructed to call back to Customer Service and schedule another appointment. Two things here, (1) they should have called me and rescheduled rather than me spending another hour waiting to talk to a Rep; and (2) there’s only one repair guy for my whole area? Really? Aren’t they a large corporation.

So, I call back right away and am told (after my hour plus wait on the phone) that the repair person won’t be able to come until July 2! Are you kidding?? That was the Saturday of the Fourth of July weekend, so I had to rearrange my plans for the Fourth because I really wanted my chair fixed. On July 2 the repair person shows up only to tell me he can’t fix my chair at this point. He will have to order a part. He told me he had never seen the pictures of the damage or would have known to order the part ahead of time.

On August 16, 2022, I called Customer Service again and waited 1 hour and 30 minutes before talking to a Rep (I am beginning to think these wait times are to drive customers away). The Rep said the part was on back order (more blaming of supply chain issues – do they only have one of these chairs in the USA?). She told me she would check on the part and call me back. She never called.

On September 14, 2022, I called back and waited 1 hour and 18 minutes and talked to Kevin. He told me the part was ordered but had no estimated time of delivery. He said he would contact the factory and call me back. He also offered me a discount on my purchase price but was not specific. I never heard back from him either. So, on September 28, 2022, I wrote a letter to Melinda Whittington, President and CEO of La-Z-Boy, to describe my situation and displeasure. On October 20, I got an email from Executive Escalations at La-Z-Boy saying the part was to be delivered on October 22 and I was scheduled to have the part installed on November 4. This was the first I heard that I had a scheduled appointment. Lucky for me, I was available. They give no consideration for the customer’s schedule.

I really just wanted to return the chair at this point. It is very nice looking but not that comfortable. They would not take it back but offered me a 10 percent discount on October 25. It took almost another month and two more one hour and 20 minute waits on hold before I got my refund. I swear their customer service people are trained to tell you they will call you back just to get you off the phone. I understand there were supply chain issues in the beginning; but the rest of the experience is just really bad customer service. I would not recommend buying from them and I certainly won’t again.