La-Z-Boy Furniture Galleries Reviews (437)
Review: Purchased 2 recliners & a sofa on March 27, 2014. I am retired, single & am out of State
Review: Purchased sofa 7-2013. Sofa delivered 8-17-13 with chemical smell. We thought smell would dissipate but it has not. First contacted Lazy Boy in October 2013. Have tried to resolve issue. Agreed to exchange but Lazy Boy did not have a sofa similar in color and style. Sofa was cleaned 1-8-14 by lazy Boy but did not eliminate chemical smell.Desired Settlement: Refund in the amount of $917.85 and pickup of sofa at no cost to me
Review: At this store where my husband sat on all the furniture that we ordered including a loveseat with a console. We ordered our on items on delivery the loveseat didn't have a console like the one we had sat on in the store. My husband immediately called the manager and he said "sign for it, and we will make it right. We don't want you to have nothing to sit on". We waited 2 weeks to wait for a response from corporate. Where it was a 15% restocking fee, charge for pickup of the wrong one, and charge for a delivery of the correct one. I was outraged that this was the mistake of the associate and wasn't our mistake to pay for. I told the associate this and she informed me that none of her tickets said with console. I told her I don't work in the furniture industry and how would I know it would say with console, being that the one I sat on in store had a console and I wasn't asked otherwise. I called corporate customer service where I was bounced around, told that it was the store's decision to make, the store told me it was corporate's decision. Every time I call customer service I get the can you give me 1 days and I don't get a return call. I've called corporate 4 times and seem to get no where with them. I find it ridiculous that the store manager knows which loveseat which is still in his store now with the console and still won't make this right, the associate didn't ask about the console, I'm of the mindset you sit on what you want to order not something different, and how are we to know she ordered it wrong loveseat is still a loveseat with or without console. She never said without when going through the paperwork.Desired Settlement: I would like the correct loveseat that I sat on and told the associate to order, without me paying for her mistake. I previous was willing to pay the $60 difference but now with all of this run around and 3 weeks later and no settlement. They should just eat the extra $60 cost to make this right.
Review: In 2012 I purchased a sectional from La-Z-Boy Furniture Galleries from the [redacted] location. At the time we indicated that we were interested in purchasing a leather sectional.
Review: We purchased a leather sectional as well as the full extended warranty in February 24 of 2014 and did not receive delivery until August of 2014. Upon delivery we immediately noticed an indentation in two of the cushions and reported it to the delivery people and the store where the purchase was made the same day. We sat on the sectional for several weeks and noticed that other cushions began to deform and not return to the original shape even after attempting to fluff the area. Customer Service ([redacted]) finally responded weeks later and came to our home to look at the defective areas, took pictures, and agreed that the cushions needed to be replaced. Several months passed and one cushion arrived. We stated to [redacted] that the warranty was represented by sales and sold as covering all damage/defects; it is not delivering as promised. At this point we just wanted a comparable replacement or a complete refund; [redacted] indicated that we needed to "go through the process” first. He attempted to have all eleven cushions replaced but was turned down and gave us corporate numbers to call indicating that he agreed that the sectional cushions were not acceptable; he left the company in Jan of 2015. Our calls to the warranty department numbers [redacted] provided only pointed us back to the customer service department of the store of the purchase. [redacted]'s replacement, was not informed of the duration of our issue and did not find the pictures and documentation [redacted] left behind, and started the process all over again. By this time, the sectional is looking worse; the leather stretching to the deformed cushions. [redacted] was authorized by the operations manager, [redacted], to place another cushion order of which resulted in only additional stuffing for the defective areas. We were also sent a movie of how to maintain and fluff the cushions; pretty much what we have been doing. Again months passed before this arrived and, after installation, was overstuffed and stressing the seams of the cushions to the point of nearly tearing and we asked that the stuffing be removed. [redacted] committed to coming to view the sectional at this time but never showed up. It is now over one year from the purchase of the sectional and there has been no substantial effort to address a resolution to the problem. Throughout the process, we have continued to point out that the problem is getting progressively worse and that we wanted to replace or completely return the sectional. We have cooperated fully with their process and believe we have been ignored and left to constantly follow up. Neither the store owner nor the sales person will speak to us and the operations manager will not return our calls. It is over one year later and we are no further satisfied than the day we received the order.Desired Settlement: comparable replacement or a complete refund
Manager was rude regarding problem with delivery. Given that, requested to speak with manager from another store when there was a product issue discovered after delivery. Request was ignored. Sales people were fine, pleasant, but will never purchase from this store again and not satisfied with product.
Review: We purchased a sofa and chair from LaZBoy on 4/12/13 for $4,61275. After about 6 mo., we noticed cushions collapsing on the sides near the arm rests. We contacted LaZBoy 6/05/14 when we realized this was a real problem and it was affecting our posture. They sent a technician to look at the problem on 6/19/14. The sofa was repaired and returned on 9/19/2014. We paid $528.27 because it was out of warranty. We mentioned that the chair would probably have the same issue since it was built the same and we are seeing that now. The chair had not been receiving the daily use that the sofa was. We gave the repair some time and now we have the same original issue of the cushions collapsing on the sofa and the chair too. I called the LB store in Albuquerque and talked to [redacted] and she told us the warranty was over and she couldn't help us. I told her we wanted a refund. She told me to call Corporate at [redacted]. I spoke with [redacted] at corporate and she told me the cushions collapsing on the sides was normal wear and we should have the Albuquerque store pull up "product information" and see if there might be more options we might like that we (the buyer) could pay for. LB also mentioned we shouldn't be sitting on the side of the cushion. You have to sit there to utilize the reclining mechanism. They said they would not refund any of the the furniture because it had been too long. We believe this furniture was defective from the start and even though we didn't talk to LB right away, they should be able to refund the cost of the furniture or at least credit us so we can pick out something else. We had a LB leather couch and loveseat prior to this one and a friend of ours has it and it has none of these issues.Desired Settlement: We would like a refund of the purchase price of this furniture since it was pretty much defective from the start. It took us a while to see what was happening and had it repaired at their shop but it is not working. We have the same problem and it is affecting our posture and back. We would also accept a credit to buy other furniture from the store. We just believe this particular product is defective.
Review: One of the things that Lazyboy advertises for their furniture is quality, longevity, and comfort. I have been a customer for this company for over 20 years. I own several pieces of furniture and I have always been pleased. I purchased a couch and chair in June 2013 and It was delivered sometime late August or early September. This would make me owing this furniture about 15 months. According to their warranty all repairs at no cost to me have to be within one year. Well I feel that based on their advertisement my couch should not be having issues like the hardware on the recliner is not working properly and the leather is pealing. I do not have any children or pets living at home. So what is happening is not wear and tear. This furniture cost well over 4,000.00 dollars. I do not feel that I should pay a service fee and labor costs for furniture that they claim is quality and should last me well over 20 years. I already contacted the company and they are not willing to discard the service fee or the labor costs. They also want to charge me 50% for the replacement of the leather. Their sells person suggested I purchase the warranty for furniture care, which covers against stains and damage. Well they told me it will not cover the damage to the leather, but if I had a tear or a cigarette burn that would be covered. I don't get it. So I feel I just through away 200.00 on a useless warranty. I take very for care of my furniture in my home and I do not smoke or drink. So nothing was done to cause damage to this furniture; instead it is poor quality , workmanhip and material.Desired Settlement: Furniture repair at no cost to me with quality and workmanship.
Review: I Purchased 2 expensive recliners about 4 years ago. The padding broke down in both recliners and so bad in one of the recliners that it exposed the wood frame and when you sit, you hit the frame. I have called La-Z-Boy several times, the first time being 3 years after the purchase. I was told we were not under warranty and for them to assess the problem they would charge $100 to come to our home. I asked if we could bring the recliner to them and was told that was not possible. They also told me there would be a charge if they were to make any repairs.I believe that a leather recliner costing $1500 should last more than 3 years.Desired Settlement: I would like La-Z-Boy to inspect and repair the recliner at no cost to us.
Review: I, [redacted] purchased a recliner from Lazy Boy in Columbus, Ga, on March 18,2014. On that day I paid the full purchase price and the delivery fee of $59.00. My chair was delivered on March 29, 2014. I called Lazy Boy on April 4, 2014 to inform them the chair wasnt exactly what Id expected, and would not fill its intended purposes, so they sent someone out to my home to check out my complaint, and he agreed that the recliner didnt lift the feet high enough, and he would inform the warehouse manager, whom would report to the store manager, and I would be receiving a call. I waited for their call from Wednesday, the day a representative came to my home, to Saturday. Finally, Saturday, I went to the store and was told in order for them to replace my chair, Id have to purchase another chair. I did exactly that, and was told my chair would be delivered. After the salesperson completed my new purchase, she and a person, Im assuming was a manager, conferred and decided Id have to pay another $59.00 delivery fee. I asked them to take off the delivery fee, I refused to pay another fee. I told them Id have someone to come to their store and pick up my chair for me. I was then informed that I would have to bring their chair back to the store in order to get the new one Id purchased. I dont feel this is fair. Ive already paid a $59.00 delivery fee, the representative told me theyd take care of the chair, and I feel I shouldnt have to pay for the delivery again. At this point, I think there are only two resolutions that would be satisfactory to me. Either they pick their chair up, and deliver the new one I paid for at no charge, or refund all of my monies, and Ill do business elsewhere. I do appreciate your prompt attention to this matter, and would prefer the latter resolution of refunding my monies.Desired Settlement: I'd like for La Z Boy to pick their chair, and would like to be refunded the delivery fee and purchase price of the new chair. I'm requesting a refund because of their unwillingness to accommodate my needs. I feel they were rude and inconsiderate. Their stories changed several times in my dealings with them about the delivery and delivery fee.
Review: My complaint is not against the store it is against the "WARRANTY DEPT". I've been dealing with the extremely rude [redacted]. She surely needs to retire and definatley should not be in the CUSTOMER SERVICE Industry! I've been waiting for my furniture to get repaired under warranty for well over 6 months. This woman has yelled at me and hung up on me. I've complained to her manager with no avail. I just want my furniture fixed!I WILL NEVER buy from lazboy again nor will I recommend them.Desired Settlement: I want my furniture fixed and be done with this and I don't want to ever talk to [redacted].
Very disappointed that after driving over an hour round trip and getting to the store before the employees that they would not honor their ad. Their sale on 2/22/14 was advertised in a flyer saying take another 10% on sale items in the store. When I said I would buy the chair on sale I was told by the store manager [redacted] that the 10% discount did not apply to this chair because they were selling it too cheap as it is. I showed her the ad but she still would not honor the ad saying that is as low as they were going to sell it. Nowhere in the ad did it say the 10% discount does not apply to this chair.
Review: I purchased a chair and paid in full $1046.20. The manager [redacted] was to check the chair before we picked it up it was a blue leather recliner, the one on the floor was full of wrinkles in the leather and she said she would call and have the best one in the warehouse delivered to the store, and also check it personally and if it was as bad as the one on the floor she would check it , and reorder another one. She did not check it and when we went to get it , it was very bad. After calling to receive a refund , I had to call and they were going to get back to me, but never did. After several more calls from February 23 till now I finally called and got heather the manager. She said store policy if you want a full refund you had to cancel up to 3 days before the chair came in.. My refund was $887.21 I paid $1046.20 The product they got in was in very poor condition, I do not feel I should have to take a badly made piece of furniture the girls their when we went to get it agreed it was not good. The chair was purchased jan. 17, 2015. The chair they got in was jan.23 2015.Desired Settlement: After many calls the check I received dated February.20 ,2015. Was not the full amount. Why do I have to pay for any delivery to the store or anything else, it wasn't my fault the chair was bad . Thank you. I hope this will help other people from getting taken by a large store.
Review: I ORDERED A DINING SET, SERVER AND TV CONSOLE - WHEN IT WAS DELIVERED I NOTICED RIGHT AWAY THAT ALL IS DAMANGED. I CONTACTED THE STORE AND THEY SAID THAT THEY WOULD SEND SOMEONE OUT TO LOOK AT IT. THAT FOLLOWING SATURDAY SOMEONE DID COME OUT AND CONFIRMED THAT ALL FRAMES WERE DAMAGED. I THEN CALLED THE STORE AND LEFT 3 MESSAGES NO RETURN CALLS, THEN I CALLED AND DID SPEAK WITH THE STORE MGR ROB AND HE SAID THAT HE WOULD GET WITH JILL TO SEE WHAT OTHER PRODUCT WOULD MEET WHAT I ORDERED. I LOOKED AT WHAT THEY WERE WANTING TO REPLACE IT WITH AND ITS NOT THE STYLE AT ALL THAT I ORDERED. I SENT AN EMAIL TO THE GM AND THE STORE CALLED ME LAST NITE TO ASK WHEN THEY CAN PICK UP THE FURNITURE I SAID SAT AT 10AM AND I WOULD LIKE A CASHIER CHECK TO REFUND MY MONEY AT THE TIME THEY PICK UP THE FURNITURE SHE SAID NO PROBLEM. THEN SHE CALLED BACK AND SAID THAT THIS SAT IS NOT GOOD AND ALSO THAT THEY WOULD NOT GIVE ME MY REFUND AT THE SAME TIME WHEN THEY PICK UP THE FURNITURE. TODAY I GOT A MESSAGE THAT I CAN NOT GET A REFUND, I CAN NOT CANCEL THAT I EITHER NEED TO SELECT SOMETHING ELSE - BUT NOTHING ELSE WORKS IN MY DESIGN OR TO REORDER THE SAME FURNITURE. I WAS IN THE STORE THE 6TH SPOKE WITH A MICHELE AND SHE SAID THAT THEY DO HAVE ALOT OF PROBLEMS WITH THE QUALITY ON THE BRAND THAT I SELECTED AND THAT SHE HAD A CUSTOMER THAT HAD THE SAME FURNITURE AND IT TOOK 3 TIMES TO GET QUALITY FURNITURE.Desired Settlement: AT THIS POINT WITH THE POOR CUSTOMER SERVICE AND RUN AROUND WHEN I CALLED SAME DAY AS DELIVERED TO ADVISE THEM THE FURNITURE WAS DAMAGED - I JUST WANT THEM TO PICK UP THE FURNITURE AND RETURN MY MONEY asap
Review: I called customer service to ask for an exchange. I was told that the furniture was a special order and that no exchange could be made. We were told that the piece was ordered because they didnapost have it on hand in the store. We were not told that it was a special order. I am just asking that La-Z-Boy respect my right as a customer to return the piece in exchange for one that I would like to have.Desired Settlement: I am requesting that La-Z-Boy to exchange the piece for a regular reclining loveseat (no rocker) in a color I would like.
Review: I purchased a rocking recliner chair from this establishment for myself last year. There have been numerous calls to their service department for the poor quality of the chair. There is a constant problem of the chair going into the reclining position without it falling back down a few times before it truly engages. Then the base had to be replaced because a visitor to my home realized that the legs on the base were two different shades. More calls were made for the engaging problem and the fact that overall the chair always feels like in dropped down some. All these problems have also caused the upholstery to wrinkle and leg lift does not go completed back into the original position. The service department is called and return calls are far and few between. A whole year has passed and the chair is still not up to par. I have had furniture from this store before and never did I have these problems.Desired Settlement: I would just like a chair that meets the exceptional quality of Lazy Boy - the reason why I went back to replace a chair that had to be replaced due to age and wear and tear (approximately nine years) - all these years the chair was comfortable. I have a bad back, leg and shoulder and that is what prompted me to replace the merchandise because it was so dependable and comfortable.
Review: My complaint # is [redacted] & it is NOT resolved!We are very disappointed that La-Z-Boy has not settled this dispute. They state that the long delay is beyond their control. This is their company & refusing to acknowledge their responsibility does not relieve them of it. Why would they allow customers to place orders for leather furniture when they don't have the leather required? We learned this in June, not in January when we made the purchase. That was waiting over 5 months & now in just a few days it will be 7 months. This situation has caused serious set backs for a family member, under doctor's care since January, who uses a wheel chair and needs a recliner to keep his feet elevated.That is the reason we ordered the furniture, in the first place!There have been a number of sales since our purchase but we were unable to take advantage of the savings because ours was a prior purchase. The furniture we ordered wasn't being manufactured, the order was just waiting for the leather. We're sending just 1 ad showing a sale of leather furniture back in Feb. & Mar.We did not receive the attempts to discuss accommodations as the last letter states. Only 1 phone call was received that did not originate with us. No calls from the store managerial staff or corporate were received. Most of the time our sales rep was good about returning our few calls.To settle this dispute we want La-Z-Boy to take 10% off the total price of our sales ticket which is $8,791.07. We do NOT want a gift card for future use. We want the money off this purchase since they will not cancel it.Desired Settlement: We want La-Z-Boy to take 10% off the total price of our sales ticket which is $8,791.07. We do NOT want a gift card for future use. We want the money off this purchase.
La-Z-Boy Furniture Galleries Rating
Address: 8647 Pulaski Hwy, Rosedale, Maryland, United States, 21237-3007
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