La-Z-Boy Furniture Galleries

We bought a recliner there and, just like buying a car, after they have your money the tune changes quickly. They never called to confirm delivery and repeated calls to both delivery and showroom resulted in voicemail only. Customer service is disgraceful. Even if the product is good, I already regret the purchase and will never again consider La-​Z-​boy.
The delivery people were wonderful though :-)

The sales person I initially spoke (and purchased from, Elizabeth was friendly and informative. The issues arose when I called two days later after purchasing a recliner to let them know that I had found the recliner at another La-​Z-​Boy location for $ 160 cheaper (they have a 30 day price guarantee). The Store store manager, Christina in Saugus who I discussed the lower price with was not what what I can best here describe as friendly nor customer service oriented.
I ended up canceling my order and re-​ordering the recliner from the La-​Z-​Boy store in Nashua, NH where the manager (Mary Ellen) went out of her way to let me know my business was appreciated (and easily honored the lower price match).
Most surprising of all was when I cancelled the order the manager made no inquiry into how she might save the sale or what the specific issue was. She was very curt and short on the phone, informing me that she would refund my money.
Will not be doing any future business with the Saugus store or providing good word of mouth for them, though as I mentioned Elizabeth the sales person I initially worked with was extremely helpful.

I went in on Sunday looking at a recliner/​rocker for baby’s nursery, one that would be comfortable enough to sleep on some nights. I was greeted by Ashley the Sales Manager and she was such a sweetheart. She took her time with me and was extremely informative about the different recliners. I had been in the previous weekend just browsing and noticed a recliner that I really liked but was over my budget so I decided to wait. Glad I did because when I went in it was 250 $ cheaper on «Hot Buy».

I would never purchase from them again and encourage anyone that is event thinking about walking into this store, turn around and go to Bob’s…you seriously will get better customer service and probably a better product!!! I recently purchased almost $ 10K in furniture from Lazyboy. In addition, I purchased additional care coverage through them. I worked with their in house design group to pick out all the furniture. The experience has been the worst I have experienced. I would have gotten better customer service from the discount furniture store and probably been able to furnish my entire home for I spent to furnish my living room and dining room.
I purchased a dining room table and 4 chairs along with 4 stools for a counter in my dining room. The table I was told would arrive within 4 weeks from when I ordered… it came more than 4 MONTHS after I placed the order and had scratches all over it. I told the guys that delivered it to make a note of this and they did and the customer care was supposed to send someone out… I set it up with letting me know when, when I called them back I had to leave a message letting them know that the time did not work for me and that I needed to have someone come on the weekends because I worked, I never heard back from them again.
Then recently, I was cleaning under the table… which I haven’t had to do, since I really haven’t used the table since I received it and noticed that one of the legs was about to fall off, when I went to look at it closer to see if I could push it in, the hole thing fell apart and the table fell on me. I contacted Lazyboy and they told me to send pictures and they would order another leg.
So when I went home that night, I took pictures and realized that another leg was doing the same thing and I told them when I sent the pictures that I had a second leg that had an issue. First she said that she ordered another leg, then she said it was their policy to come an look at the problem before they ordered a leg. I told her I wanted someone to come out right away as the other 2 legs looked like they were going to start splitting as well… she said she said I had to wait until I received the 2 legs before she would send someone… this is when I got confused, she told me she didn’t order them, then she said she ordered them. I got the 2 legs and called and made an appointment, they were to come on a Tuesday between 12 and 2. My parents were visiting so that was good… they were going to be home all day so I wouldn’t have to take time off work. I was in meetings and when I got out, a message from the guy that said he was there and he was going to wait 20 minutes and if he didn’t hear from me that I would have to reschedule… hear from me where. he left no number and there is no way he was even at the house!!! I called 6 times that day to talk to a supervisor and was put on hold every time for over 15 minutes. I called the store and left a message for the manager to call me. No one called me back. I finally spoke to someone who at first told me she was a supervisor, who proceeded to tell me that she was looking at an email from the 19^th and that I was wrong and she was right and that the guy showed up and basically called me a liar! I told her that while my parents waited all day they noticed that every leg on all the chairs I purchased were loose, the stools were too high that their designers picked out and the connections on the sectional I bought were broken… she said she would address everything when the additional 2 legs they ordered that day arrived. So now we went from ordering 1 leg, to ordering no legs, to ordering 2 legs, to now ordering 4 legs and she told me the guy was only coming out to observe, not install the 2 legs and that she would not have anyone come out until the other 2 legs came in. This is called their customer service, not one person knows what they are talking about, not one person cares what you are going through, not one person wants to help. She continued to tell me I was wrong and she was right and what she was going to do… not wanting to help to make things right. She then told me that she was the voice of the CEO of Lazyboy… really, this is how the CEO of Lazyboy wants himself to be represented? I would encourage no one to purchase from a store that does not believe in customer satisfaction especially when it comes to a purchase that is to last you for years… my purchase has lasted me not even a year… less than 6 months and I can’t get someone to help me at this company!!!

For the first time in our 17 year marriage, we purchased an entire room of furniture: area rug with pad, sectional sofa w/​end recliners (which had to be made so we were told it’d take 8 – 10 weeks), entertainment center, moveable ottoman and 2 end tables. We went in and found the style we liked in early June. About a week later, we had their in home design consultant come to the house and do measurements/​help with color selection etc. We were called back around mid June to see what she proposed. She had picked a color we didn’t like and a pattern for the pillows and ottoman that wasn’t us, so we spent 2 hours in the store finding the perfect color. Once we did, we placed the order and put half down (the total was in the high 4 figures). Then: we waited. We were told that it’d be mid August when our furniture would be ready, but sometimes it could be done as quick as 6 weeks, which was the end of July.
The end of July came and went. I finally called and was told the sofa wasn’t done yet and we’d be called when they would have a delivery time. A few days later, there was a message saying «it’d be ready in mid August» so we wrote down Aug. 15 on the calendar. I hadn’t heard anything by then so on the 14^th I called and was told that the middle sectional piece wasn’t done yet and we’d be called.
At the end of August I still hadn’t heard so I called customer service (it is VERY hard to get the phone number directly to the Saugus store itself so I was always calling the main customer service center). I was told that everything was ready and on a truck, but they didn’t have a time. This time, I finally got ahold of the Saugus store and talked to a man there. He looked it up and said that it was on a truck out of the warehouse (which was either in GA or MI, he didn’t know) and once it reached Delaware, we’d be called.
Now, it’s after Labor Day and I was wondering why it would take 7 days to get to DE so I called the CS Dept again. This time, I got a woman who spent time and did research. She said that she saw that our recliner pieces weren’t finished, but all the other pieces were there. She said that it shouldn’t take long. Two days later, I received a call from the Saugus store saying we could schedule our delivery. They were booked a week in advance, so we picked a Saturday for delivery (the 8^th I believe).
Upon delivery, the end tables legs were shattered and there was a hole in the $ 800 carpet. The delivery men said it wasn’t a hole and it would flatten out, it took my husband poking his hand through it to show them it was, indeed, a hole. They left the carpet pad and took everything back. They told us we’d have to call the Saugus store, which we did on Monday. The salesman saw what was going on, I complained that it took 3 months to get our furniture and the we always had to call to get updates and he apologized. Said he’d put a rush on the in store items like the carpet and see if the legs could be replaced on the side tables. I didn’t want new legs, I wanted new TABLES all over. It still took about 10 days for the furniture to arrive – even though everything was IN STOCK. This time, it was in new condition but the deliver men tried to tell me the carpet pad was too big b/​c it stuck out an inch. I made them move the sofa again and line up the carpet, which they did. Twice. It finally lined up.
All this to say, I will never buy anything that isn’t in stock from them again. The CS end was horrible. The sales people in the store will do anything to give you what you want and make the sale, but once it is out of their hands they forget about you. I look at the furniture: it looks good, the sofa is very comfortable but the end table already has a scratch on it so the wood seems soft. I don’t feel that the money we paid was worth it, unless the sofa lasts through 3 older kids, a dog and cat and still looks great 10 years from now.