La-Z-Boy Furniture Galleries

The recliner that belonged to a 3 pc sofa and 2 chair set was slowly dying, it had been years so we needed to replace it. I had remembered seeing a Lazyboy in a retail center that we have visited for restaurants and a Best Buy. They had a Memorial Day sale going on as well. We were greeted warmly by a representative who turned out to be Shana Real. She was very friendly and showed us all the recliners that they offered and gave us the opportunity to shop-​around on our own for a while. We found just the one we wanted, oh so comfortable but alas it was in grey and we needed black leather. We left to look around elsewhere but returned a few hours later to discuss it again as a special order. Shana showed us the fabric samples and explained that it could indeed be special ordered in black leather and would take so many weeks to have made up and delivered. We made our down payment and are looking forward to it’s arrival! Shana made us very comfortable with a no-​pressure approach, we enjoyed our experience. Lauretta Kliest

Yesterday my wife and I purchased a family room set from the La-​z-​boy showroom in Union City. One thing about La-​z-​boy is that the quality of their furniture is very good. The sofa that we bought from them 15 years ago still looks pretty good and is in good condition. We decided to change it more to change the style of the room than for any other reason.
We are very happy with our choice and don’t have that nagging regret in the back of our minds, like, is the color right for the room, or do we really like the style of the furniture. And the reason that we don’t have that regret is because our salesperson Shanna was really, really good. She was very helpful and informative and never pushed us to buy anything or spend more than we wanted. We give her an A+. We highly recommend The La-​z-​boy Gallery in Union City and Shanna in particular.

We had an excellent shopping experience at LAZYBOY with Shana our sales lady. She is very knowledgeable and answered all our questions with ease.

So the second technician came out today 5÷5÷16 with the part to repair the chair except he said the first tech ordered the wrong part so nothing he could do. He also said he doesn’t know what the problem is. This place sucks!!! Even talked with a manager and they still can’t get this figured out. Do not order from these guys unless you want headaches and a chair that doesn’t work.

Update on my nightmare with La-​Z Boy furniture. Desiree showed up December 15^th 2015. Took pictures, and said she would talk to her supervisor and take care of the issue on hand. I should have known better… Again ABSOLUTELY NO ACTION TAKEN !! Called customer service January 15^th, spoke to representative, same STANDARD ANSWER and I quote YOUR PARTS ARE ON ORDER. As long as this issue has been going on, and parts on order, there should be no room in the warehouse… IT SHOULD BE FULL OF PARTS FOR MY RECLINER. LA-​Z Boy is a substandard company that produces absolutely garbage, and has no follow thru. Customer reps, only know one sentence, YOUR PARTS ARE ON ORDER.
I wish I had done my research before I purchased from them. Google La-​Z Boy furniture headquarters, and read all the customer reviews. It’s simply appalling that the district attorney has not made an effort to close down this company.

We bought 2 recliners last year and had issues with both that had to be repaired. The initial customer service response was very good, but from that point onward it was awful. The store would not do one thing to help other than refer us to a centralized customer service department. That department’s communication was nearly non-​existent. All in all it took longer to have the repairs made than it did to get the recliners in the first place. The recliners are comfortable, but La-Z-Boy’s customer service at the store level and wherever the centralized service is both are pretty bad. We like the furniture is nice, but we will not be returning here to purchase in the future and would not suggest buying here to our friends.

Really a nightmare of an experience. The sales people were decent, but made promises that didnt come thru because of the warehouse and delivery teams messing up constantly. It took 4 months to get the correct mattress for my sofa bed, after they delivered the wrong one. And it was only a piece of memory foam! To make a long story short, once a mistake is made by them, it is horrible trying to get it addressed. The delivery service they outsource to is the WORST. It almost seemed that they purposely were trying to mess with me after numerous attempts at arranging a delivery date/​time. The ONLY redeeming experience was when Patrick O’Donnell took over as manager of the Union City store. When the problem landed in his lap, he actually CARED and went the extra mile to make sure I wasn’t frustrated any further. Very kind and professional, the problem was finally resolved because he took it upon himself to clean up the mess left to him by all of his coworkers and support team. This man should either get a HUGE raise, or, better yet, get out of that company and work for a business that appreciates their customers.

POOR QUALITY FURNITURE! WHAT WE SAW IN THE STORE IS NOT WHAT WE GOT UPON DELIVERY! Their CUSTOMER SERVICE IS A JOKE! 50 CALLS TO THEM IN 3 MONTHS AND THEY STILL HAVE NOT FIXED THE ISSUES WITH THE COUCH AND RECLINER CHAIR WE PURCHASED FOR $ 4,000. Plus the interest we are paying on our credit card till its paid off. We are not rich! This furniture was suppose to last us for many years to come. That’s why we went to Lazyboy. (We thought anyway) It’s not even a year old and the couch is broke and the seats are so uncomfortable and leather is flaking off at the slightest touch and the color looks darker and feels NOTHING like what we sat on in the store. We never even took the tags off of the couch because it’s so bad. I Had just had surgery at the time of delivery so I wasn’t up to dealing with this right away. We wanted to see the store model again when I was up to it. When we went back to the store we knew for sure they gave us a lemon. Just as we thought. Our furniture was not the same quality as the floor model. BUT WAS VERY EXPENSIVE! We have called them so many times to fix the couch and the chair. There’s a warrenty on the furniture (for all the good that even does) They had two people come out to our house two different times «Which my husband took 2 days off of work for» But they still couldn’t fix anything because they didn’t have all the parts needed to fix the couch or the chair. Even after going over it with customer service several times. We had been waiting for the last 3 months. They just don’t listen or know what they are doing. No matter how many times you tell them. They are the most lost group of people I have ever delt with. Managers’ don’t call you back. Customer Service lies and says there is no manager to speak to you «EVERY TIME»!!! Naomi, The Supervisor of Customer Service is very rude and even hung up the phone on me. She promises things and doesn’t deliver. Delores the Service Manager won’t call back after 3 messages left for her, and Teresa the Customer Service Rep. lied and said she was the Supervisor when she is NOT! The two service guys they FINALLY sent to our house knew nothing and did nothing! That’s their customer service! The Lazyboy employees will even tell you that they get lots of complaints about their customer service. The manager of the Union City Store WILL NOT CALL BACK AFTER AT LEAST 5 MSG LEFT FOR HIM. WE have called their Corporate office 2 times as well! And even have a case number. WE COULD HAVE GOTTEN BETTER FURNITURE AND SERVICE AT BIG LOTS! WE ARE READY TO CALL 7 ON YOUR SIDE!

My son and I were looking for a recliner for my bedroom and we visited our local La-​Z-​Boy Furniture Gallery. We walked into the store and was greeted immediately by staff member Jimmy who by-​the-​way gave excellent customer service. He went above and beyond customer service. He asked a few questions and guided me to a few chairs so I could experience the difference between the rocker, glider and swivel chairs. After about an hour later my choice was the Harbor Town Reclina-​Rocker Recliner. This recliner was a perfect pick for me for a number of reasons: mainly my height, comfort and the limited space the recliner will live. This chair was custom made with my choice of the fabric, the wood for the arms and the handle to recline the chair. Once the chair was set up in my bedroom on my side of the bed my husband found his home in my chair and always in it so we are now having one custom made for him for his side of the bed. I fell to mention it was during the President’s Day Sale and got the recliner at a GREAT price. Happy Customer!

I don’t get the negative reviews… the associates there have been informative, helpful and so beyond very patient.
Hubs and I went last weekend and picked out what we *thought* was the perfect set for our front room.
Alas, when it was delivered, a mere 3 days later and exactly on schedule, it did not fit right in our condo (entirely our fault). Fortunately, Mike Feather, our original sales associate, had fully explained the return policy to us, and we knew we would not be screwed.
We went back the day after delivery and sadly Mike had a well deserved day off. We worked with his manager, Minh Tran and he walked us through the process once again, and we picked out totally custom furniture that is beautiful AND really well priced.
This stuff is all made in the USofA ya’ll… that’s a really big deal in our book.
And while it will be several weeks before we see what will no doubt be our amazing and super comfy sectional, I have no doubt it will be entirely worth the wait.
If you pick out custom made furniture and expect it delivered in a week… well, you are an idiot. If you didn’t ask questions about delivery, materials and such, then you are a dummy and not deserving of this fine quality of furniture. Sorry, but true.
Furniture is a big purchase and if you spend the $$$ that La-​Z-​Boy commands, you will get what you pay for. I have no doubt it will last a dozen years versus the $ 800 foreign made crap we bought off of «Furniture Row» in San Leandro that barely lasted one year. Yep, you get what you pay for. In service AND in quality and this shop delivers on all fronts.
Go… today. Go and buy some awesome furniture that will last you a decade, I dare you.

The worst customer service ever. Not only is there customer service bad, but the couches and recliners are falling apart or quickly lose their fluff after a month. Forget about waiting for someone to come and take a look from their store. They keep saying some one will come by and never do. So sad we bought something from here. Do not go shop here.

Horrible customer service !!! I got the products after more than 2 months and to top it all, I was the one calling and asking when do we get the delivery of our sofa, not much effort from their staff !! I would not ever buy from their store anymore.

I have seen some very negative reviews about this store and I did not have an issue with the two purchases I have made there.
Bought a recliner there about a year ago and a sectional sofa last month, delivered yesterday and been great.
My only criticism is I never got a call the day before to tell me what time it was coming.
Had an afternoon appointment so I needed it to get here prior to my leaving.
Called the store and they said between 9 and Noon. Was here around 10:45.
Delivery guys were good as was the sales staff at this location.
Happy and will consider them next time I need furniture.

We were so excited about our new recliners after spending time in the store. Low and behold that was the only part of the purchase experience that has been positive. We now are 5 months later and still do not have resolution to the damaged chair that was delivered. It is amazing that Michael Finney has such a positive experience loop running in the store about the fantastic service. We have yet to see this side of La-​Z-​Boy. I will not make another purchase from this store.

Don’t waste your time coming here!
Customer Service — HORRIBLE
Unable to keep their word and nothing but excuses!
Great furniture, bad representation.

On April 13, 2014 we bought 2 chairs, a loveseat and 3 tables from this company. The chairs and loveseat were in stock, and delivered only a few days later. Great, right?
But the tables? Our receipt specified it would be 4 to 10 weeks before the tables could be delivered — and because they were a «Special Order», NOT refundable. We were okay with that, because the day after we bought the furniture, we went back and paid for an area rug, also a special order, that was to be delivered with the tables.
Six weeks later, not having heard a word, we called LaZBoy and found out that the tables had been in for a couple of weeks already. We were told they had not called to let us know because the rug had not come in, and they were to be delivered together.
So I asked, «Where is the rug?» They didn’t know. They would call me back, they said. But they did not call back. No, I had to call them again. That’s their idea of decent customer service — not even a return phone call? And then they admitted they had NEVER ORDERED the rug. They would be happy to refund my purchase price.
I drove up to the store with my original receipt and they issued a refund on my credit card. That was 5 days ago now. And that refund has NOT been credited to my credit card. When I called to ask why the credit for the refund does not show on my credit card, they told me it takes something like 10 business days.
Now, when they charged my credit card for the purchase, it showed immediately… as in 15 seconds later. And we’re talking $ 1500 here.
What LaZBoy has done is not ethical. They have given themselves an interest-​free loan at MY expense and have had my money for 2 months.
I will be filing a complaint with the Better Business Bureau about this. If they can take my money in 15 seconds, there is absolutely NO REASON they can’t refund it just as quickly — especially when they breached their own contract with me.
Their furniture rates 2 stars. Their staff rates less than one. And their company policy regarding refunds is unfair to the consumer, and therefore rates zero stars.
Addendum to my review above:
I finally received a credit from LaZboy on the credit card. And I received a note from a manager after I posted this review asking for information so she could ‘see if she could help me’.
Within one hour of receiving her message, I responded and I provided that information… I asked her to call me on the phone… and never heard back from her. So much for customer service. Maybe she’s still busy ‘seeing if she can help me’?
I’d like to help her with a little advice: Dolores, Good customer service is not just flapping your lips or typing a few lines and telling people you’ll «see if you can help». It’s getting busy and taking care of the problem.

I was ready to spend a lot of money on a recliner and a coffee table. The sales guy said «Hi and what are looking for?» then after 1 minute he sat down on one of the recliners and playing with his cellphone for over an hour. I saw the recliner that I wanted but I did not want to give a penny of commission to that guy, So I left to another furniture store. They need a complete new staff of sales people or sales training in that store.

My sister and I came here to look at the sofas. We are just looking, so I didn’t want any pressure. Lloyd was very nice and professional. He took time to go over prices with us as well was fine with us letting him know that we will think about what we want and when we decide that we would be back.

After shopping around for an L-​couch for a while, my boyfriend and I decided to purchase one from here.
The salesmen were very nice and attentive AT FIRST. Anything to make a sale right? We ended up purchasing a custom made L-​couch with recliners in a custom color & fabric. It was not cheap but we were happy with how comfortable it was & even though it surpassed our couch budget by about. 3x more, we figured it’ll last a while anyway so we went with it.
The transaction for buying a couch was simple enough. We had to wait 8 – 10 weeks they said. So we did. But our custom couch arrived earlier! Within just 6 weeks! (Yay!) Only. We were hoping to have our area rugs thoroughly cleaned. It’s made of wool & takes a few days to clean. (According to the rug company) Since the couch came early, we decided to have it put on hold for delivery until the rug was cleaned so that we wouldn’t have to hire people to lift the sofa to roll the rug under it later…
I have been enslaving away making phone calls & Steve (South SF branch), said he would call back with information but since these people obviously know nothing about customer service, he did not. I waited all night until I finally decided to go back to square one and call the south San Francisco office & San Jose office.
The south SF office is so horrible it didn’t even have an answering machine set up! The San Jose office was just as awful! They had a voicemail but it was full… I doubt there were that many people calling today. They probably just don’t bother checking — it’s just how these men’s work ethics work.
But seriously. LaZboy needs to hire or train their salesmen better. Whatever happened to customer satisfaction or customer service?
With much effort, the delivery got halted and was set up on the proper date. But seriously, it shouldn’t be this hard. Plus when the sofa came. It looked so cheap. What’s up with the back part velcros? What the heck is that anyway? Trying to save in some sewing thread? I don’t get it. For a couple of grand this couch did not live up to our expectations. At least it’s comfortable. For now?

BE WARNED!
I agree with the previous writer that has had problems for year since ordering. We are not at that point — yet — but ware moving that direction. We ordered our furniture after waiting 8 weeks for delivery. They delivered the right pillows with the correct pattern but they delivered the incorrect chair. My wife has proactively chased them and is on her 7^th call in less than 24 hours due to apathy by this store from management to their customer service. Why is my wife having to follow-​up and chase? Where is the initiative and setting clear expectations on next steps on trouble resolution from the store?
Post sales is a train wreck if ANYTHING does go wrong be prepared to do the lifting, this store won’t.
Lessons:
1) Sales team is great on front end and very help in helping select fabric colors etc…(great presales!)
2) Once they take your money do not count on post sales help should anything go wrong.
3) Union City is not a Corporate Store so consider going to a Lazyboy that is corporate owned or be prepared for multiple calls and then circumventing the store and working with Lazyboy corporate.
It is a shame as I think it is a great brand ruined by poor execution.