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April 2024 by James Warren
In July of 2022 I purchased a leather recliner. It was delivered in February of 2023. In October of 2023, the frame broke into two pieces. In late November 2023 a technician came out, took pictures and said a new seat and frame were on order and would be received in 4 to 8 weeks. After many phone calls with no good response, I asked for my money back in February of 2024. Amazingly, a month after that, the seat and frame were to be installed. When the technician came, he discovered that the frame was for a sofa and not a chair and the 4 to 8 week time starts again. Why can I not just get my money back? The chair has been in the way and unusable and is an albatross that makes us madder every time we look at it. I hesitate to give even one star.
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March 2024 by Crystal Moore
Bought a $2500 recliner during their remodeling sale in June 2023. The mechanicals broke after less than 6 months (November 2023). It was under warranty, so I called. They came out and inspected the chair, and said they had to order parts and it would be 2-4 weeks to get them. It's now March 2024 and the chair is still broken. I've called back and they say the parts are still on order and there's nothing they can do. Very disappointed in the quality for the price. The salesman, James, was very nice and helpful at least. But that was about the only positive experience, the actual sale.
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December 2023 by Jim Rogers
We purchased 2 recliners with extended warranties on both. We've had a problem with 1 chair and have spent 8 months trying to get it repaired. The quality of La-z-boy isn't what it used to be! Cheap particle board and cheap steel. The 1st tech came out, ordered a part, they sent the wrong part, got a different part and tech came back. He opened up the chair and all kinds of wood was broken/pulled apart, plastic shredded .( I'm average size 6' 190lb middle age, not rough on furniture.) Tech repaired broken wood but couldn't fix the reclining issue, the back just stops and the motor keeps going and then the back flops back a few inches and jerks when coming up. Tech said he was putting in a new order for interior metal reclining parts. The tech lied and closed the claim. After several weeks I contacted FCP (extended warranty company) wanting to know when the parts would arrive and thats when I found out about the tech closing the claim. FCP sent a 2nd tech out. He seems to know his stuff and showed me the parts causing the problem, tech put in his order for parts, parts arrive, tech shows up and they didn't send all the parts he ordered, ,now I'm waiting on more parts. According to both techs L/B quality is down and you can expect repairs after a few years. Now the other chair is having issues but it's no longer covered. We've got 2 more L/B recliners purchased 30+ yrs ago by my inlaws that work great. Between the cost of extended warranties and time off work for repairs I could have bought a new chair. Disappointed in La-z-boy and their extended warraty company Furniture Care Protection
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November 2023 by Norm Brinkley
They worked with me endlessly to get exactly what I wanted and even let me exchange a purchase for the color I wanted more than the first pick.
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November 2023 by s s
La-Z-Boy left us with damaged furniture & floor. Spent over 20K in this store this year including ordering leather furniture & a sofa bed 6 months ago. As of today, we are still left with a damaged leather couch & holes in our floor from La-Z-Boy delivery, not to mention deep indentions in our door trim from delivery of furniture. Furniture was delivered over 2 months ago. The La-Z-Boy delivery people inflicted multiple dents and scratches including a one-foot gash in the leather couch. They cut the tie down strap confining the bed portion of the sofa bed, sending the bed flying to the floor, piercing & leaving two holes in our floor. Within 30 minutes of delivery, we alerted Franklin La-Z-Boy about the damage. In the ensuing days, La-Z-Boy quoted us a total estimate of 3 weeks allowance for parts & labor to repair the couch and an agreement to reimburse us to replace the damaged flooring. It is now +2 months since the damage was done and we have no repaired couch and no reimbursement for our damaged floor. We’ve been told conflicting information that the parts were ordered, that parts were delayed, that parts had arrived days before & someone would call to schedule repair, and finally that parts never arrived & would take 2-3 more weeks. Since the damaged floor pattern is no longer made, we’ll end up replacing all flooring on the 1st floor so that all rooms match like they currently match. This is a totally unexpected expense and inconvenience. Our only safety net that La-Z-Boy may one day make good on their word is that on the delivery day, we were asked only to pay the sofa bed balance by their own negligence. The leather furniture balance will be paid if our furniture is ever repaired to our satisfaction and we are reimbursed for the floor damage.We refrained from leaving a review, expecting La-Z-Boy to periodically update us on progress and make things right within a reasonable timeframe. Six months after ordering the furniture and two months since La-Z-Boy damaged our furniture and home, we are still waiting for La-Z-Boy to do the right thing. This is dragging on. It’s taken time from our work schedules to make many, many inquiries. We still don’t feel like this is our furniture & have yet to cut off the tags. The couch is no longer nor ever will be pristine. It is extremely frustrating that we took such care to decide on vendor & furniture pieces to complement our home and this is the quality and service we get when choosing La-Z-Boy.
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October 2023 by Lynda B.
STILLLLLLLLLLLLLLLLL NO CONTACT BACK FROM THE LAZY COMPANY that makes their name meaningful ****LAZY**** BOY. PLEASE READ my original review. This same furniture that we called on within 1 month of delivery is now 9 months old and in addition to all its problems with them coming out 1 time to look at it and never taking care of anything, this same sofa now has the material PILLING!!!! ARE YOU KIDDING ME!!!! WE CALL THE STORE and THEY have to call service and again..NO ONE CALLS BACK!! We started this in the first month of owning it....and its 9 months later and NOTHING.PLEASE BEWARE******* THEY ARE ALL WONDERFUL at SELLING THE PRODUCT and everyone buying us so excited but their DELIVERY IS HORRIFIC, their SERVICE is HORRIFIC, their products are NOT LIKE THEY USED TO BE and DO NOT PAY THE 500.00 fir the extended warranty!!! Tell me....what good is any WARRANTY if you can't get them to acknowledge your call, call you back, come out and service the problem???? They don't respond so why get a warranty. I will NEVER EVER SHOP THIS BRAND AGAIN.....SOMETHING TEALLY BAD HAPPENED TO THIS BUSINESS and whoever owns LAZY BOY NOW has done horrible damage to the brand name and also to the customers who trusted LAZY Boy and spent good money on furniture not made to even be DELIVERED IN GOOD SHAPE!!!!!! WHERE IS THEUR CORPORATE OFFICE and WHY wont the store give out that information. THIS IS A RED FLAG PEOPLE, BEWARE!!!!
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October 2023 by Delana Hunt
Do NOT purchase anything from this store! We purchased a custom sectional from this store on June 11, 2023. Our salesperson was Lisa. She assured us repeatedly that our couch would arrive within 8-10 weeks. It is now 18 weeks after purchase and we have STILL not received our couch. We have called for updates many times and each and every time they act as if we are inconveniencing them and they don’t have time to address our concerns. Lisa has been downright unprofessional and rude. Today (18 weeks late) I called for an update only to find out that all parts of our couch came in almost a week ago and no one took the time to call us or inform us in anyway. We have still not received a text from their delivery department. We sincerely regret purchasing a couch from this store and cannot recommend this business to anyone.
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September 2023 by Katie Allred
Who doesn’t love a La-z-boy? Great service. Nice staff.
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September 2023 by Amanda C.
If I could give 0 stars I would! This has been the absolute worst furniture experience of my life! The sales woman promised all kinds of things and raved about wonderful and easy this would be for us...a HUGE lie! We purchased a VERY expensive couch. It was headache trying to get delivery set up and the everyone was extremely rude! It arrived dirty and the delivery guys realized right away that is was broken. The latches that were suppose to hold the couch together didn't work. They also pointed out all the spots. They worked so hard trying to ge the couch together. I called Monday morning to get the process rolling on a cleaner and repair man. It took a month to get someone to come out just to look at it. He stated he couldn't clean it it was too much. So another few weeks and an upholstery company came to clean. They did a fine job. The repair guy came back another month later and said he fixed it. NOPE! It doesn't latch and when you can get it to as soon as you sit down or lay down the entire thing comes apart. I finally got in touch with someone after multiple phone calls! He said he'd send an email with pictures of what he needed. I'm furious and told him to just come get the damn thing it's a lemon and I'm tired of dealing with horrible customer service. It's now been another month and nobody has replied to my multiple emails and phone calls. We should have just gone to pottery barn like we normally do! Layzboy has gone downhill and the worst customer service I have ever dealt with!! I had a better experience at Rooms to go buying a couch for my sons upstairs loft!! And it cost a lot less!! Go somewhere else don't waste your time or money!
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August 2023 by Kathy McFarland
Love la-z-boy furniture. Their sales team is fantastic. We found a beautiful sectional with recliners and a cool lamp for redoing our den. We will be back for a new kitchen nook table and chair set.
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August 2023 by Camille
I waited two months for the wrong chair. It had the controls built into the side of the chair instead of a hand- held remote. I had no idea I had the wrong chair until the delivery crew was gone. They dropped off the chair and left in about 5 minutes. Then I had to wait for them to come and pick it up and then there were problems getting the refund processed, so that was another headache. It was a miserable experience. I won't be going back to Lazy Boy
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June 2023 by Paul Perryman
We had a great experience. Our salesperson was Barbie Bates. She was very helpful and even came in on her day off to complete the sale. Even the men that work in the warehouse where I picked up the chair were nice and helpful.
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June 2023 by Jill G.
Terrible customer support. 3 months after receiving chair and ottoman, the ottoman broke. it took 4 weeks to get someone to come out to assess the damage, after multiple phone calls and they did not come on the day scheduled. Now 2 weeks later no communication. Tried to return the chair and ottoman but since it had been ordered in Sept and delivered in January, it had been too long.
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June 2023 by Brooke Howd
Ask for James! He was very knowledgeable on different fabric and options. He was there to answer our questions while letting us basically test out every recliner in the store. Very quick checkout process with great customer service!
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June 2023 by Lynne Howd
We were greeted as soon as we walked in the store by James Seales. He was not only knowledgeable but very professional. He let us look at our pace, but he was always right there to answer any questions that we had. Great experience. James is the best!
