La-Z-Boy Furniture Galleries

The other reviews are true: don’t expect anything resembling customer service. If your new couch barely lasts two and a half years, they’ll do everything they can to distance themselves from the warranty side. And despite their claims that the La-​Z-​Boy warranty is one of the best, expect to be strung along for weeks to get an appointment, pay for the privilege of having an appointment, and then be told that your warranty has been canceled because you have dogs. We’ll never go back to any La-​Z-​Boy again.

Been a customer here for over 12 years. Worst customer service ever today. Out of 6 items — overcharged for 5! Their «excuse» — the «system» rang it up ALL wrong! Seriously? I need the stuff (gave a friend in need my sofa sleeper) I really like the stuff… so against my better judgement… I’m getting it. (Add to the fact I am still in chemo therapy & exhausted after 2 hours here… might be weeks before I find the energy again) But I’ll never be back here after being overcharged $ 500 and having to point out every single item. Christian — you reap what you sow. Non Christian — Karma. God knows. STAY AWAY — rip offs.

I think the quality of La-Z-Boy’s furniture is generally good, but only if you can ACTUALLY GET THE FURNITURE.
Let me just say upfront that if there are any problems with your order and/​or delivery, you are SOL.
I purchased a chair and sofa and had no complaints whatsoever about the sales process. It was low pressure, and I found the sales staff to be generally okay. I was encouraged even more when my furniture arrived in the warehouse about two weeks earlier than I expected. Then the experience completely fell apart.
The morning of the delivery (for which I’d arranged time off work), someone from the warehouse called to say my sofa was damaged. It had a slit across the top of one of the cushions. Not only could it not be delivered, but repairing it was going to take another 2 – 3 weeks. The woman on the phone asked when I would like to reschedule.
Having had all of my old furniture hauled away the night before, I was literally left sitting on a patio chair – so I insisted that they deliver the new chair. When the truck arrived, I tried to ask the delivery guys if they knew anything about what happened to the couch. They said no and then conveniently couldn’t speak English or remember the name of the company they worked for.
The woman at the warehouse had told me the store would be in touch regarding my situation and the timeline for resolution. After several hours of waiting, I called the store and they had no record that there was a problem. The store manager did a good job of sounding understanding, but waited so long to return calls that her solution of a «loaner sofa» became impractical, given the repair timeline. She said she would talk to her manager about what else she could do for me, but predictably, I’ve heard nothing but crickets.
Today I received a message that my repaired sofa was ready for delivery. I had to call the store five times to reach someone about it. The first time I was pushed to voicemail, and three times it sounded like I was hung up on. When someone finally picked up the phone, I gave the name of person who called me and why, and was simply told, «She’s not here.» I said that surely someone else in the store could help me, but was told my contact was the ONLY PERSON with access to that computer system. Really? Then I was told it would be another 10 days before deliveries were available.
By the time this is over, I will have gone a full month with just a single chair in my living room. I also don’t believe that my sofa was damaged coming out of the factory – an issue like that would be noticed by quality control. I believe it was damaged in their warehouse, and I’m pissed that I wasn’t notified about it until the morning I expected delivery. I wasted a day off work, and I had my old stuff unnecessarily taken away. And the worst part is that my sofa isn’t really new – it’s REPAIRED.
The next time I need furniture, I’ll be shopping elsewhere.

Don’t believe those customer ratings on the La-​Z-​Boy website! I recently bought a chair from the Rockville store. I went to the corporate website and wrote this review: «This chair is absolutely worthless. The stuffy back sticks so far out on to the seat, there is no room to sit down! Worse purchase, ever. (Well, it isn’t TOTALLY worthless — my dog uses it for her bed.) #MostExpensiveDogBed. #Ever.»
I got an email from one of their «escalation specialists.» Did I get an apology for the poor product? Nope. They wanted all the numbers from the tag under the chair — which I gave them. Since then, nothing. And my review has not appeared on the product page. It still has only good reviews, which I believe are highly suspect.

The user JHM C. says it all: «utterly the worst customer service.»
The management at this store is an absolute zero. The store manager, takes absolutely zero responsibility to provide customers with any customer service. I ordered a custom upholstered sofa and it arrived in 6 – 8 weeks as ordered but it was in the wrong color.
Calling the store is no problem but on the third call, talking with sales associates promising a manager would call me back. I finally called to the corporate headquarters – no luck there either. After making six separate calls trying to get a return on the sofa and have them re-​order; they too would not return my calls.
At this point, I called the credit card company to issue me a credit and the store would have to deal with the dispute themselves. The next day I finally received a phone call from the store manager saying the sofa will be delivered in 6 – 8 weeks.
This entire process has taken over 6-​weeks to get resolved. By this point, I could’ve had the new sofa but instead I won’t receive it for another month and a half to two-​months.
Do yourself a HUGE favor and avoid this La-​Z-​Boy (or any other) with a 100-​foot pole and seek another store; you’ll be saving yourself a lot of heartache and grief down the road.

Recently got a sofa and coffee table from this location. Can be a bit pricey for the delivery ($ 100 as opposed to pier one which is $ 45 – 75) but good furniture. Good customer service. Sometimes you come into a furniture store and either get a pack of men rushing to you to show you around which is very intimidating or you go to a place and no one is around and you get overwhelmed. Here, the sales people are dispersed and you don’t feel like pray walking past a pack of sharks. Delivery was quick and easy. I’ll come back.

People seemed nice. Nothing great, nothing bad either. Everything was over priced in my opinion though. Not sure if I’m still not use to the cost of living on the east coast. Or if it was literally just over priced.

Awful, absolutely terrible, utterly the worst customer service. The only thing these folks seem good at are coming up with lame excuses and finding any way to not take responsibility for anything and then being rudely defensive about it.
We ordered a rug and 2 recliners in March of 2013. They get 1 star for technically delivering the recliners within the stated 4 – 6 week delivery window and for the quality of the furniture itself. My wife and I were told at the time that our rug would be delayed around a week or maybe 2 at most. Over 2 weeks past and my wife calls from and is told that it won’t arrive before June because of some shipping problem from India beyond their control. I call later in the day unaware that my wife had already called. I am told that the rug won’t arrive until the middle of July (?!). I am also informed that there has been no record of anyone calling about this, even though my wife had called a few hours earlier.
Nobody seems to talk to each other in this store and their internal tracking system is clearly dysfunctional. We didn’t hear a peep from anyone about the possibility of a delivery delay when they took our money in March. Nor did we get a follow up after they finally did call us the week our recliners came. Nor did they actually call my wife back when she asked them to follow up by the end of the day. All we got was a litany of excuses and attitude and indifference and feigned «apologies» and then to top it off they want to waste our time even more by saying that we can’t even get a refund unless we physically go back to the store with the credit card. They seem stuck in the middle ages over there. I really wanted to like these guys because I actually think LaZBoy furniture is quite comfortable and of rather good quality. But the lack of attention or even the slightest effort at CUSTOMER SERVICE after having already taken our money is disgusting. We will never again buy from LaZBoy and will spread the word to all of our friends not only to avoid the Rockville LaZBoy store but just to avoid LaZBoy all together. AVOID AT ALL COSTS!!!