LA-Z-BOY FURNITURE GALLERIES

La-Z-Boy has an excellent product. We've had La-Z-Boy chairs in the past and we returned there to replace an old one because we wanted both swivel and recline, and as far as we know, that's the only place locally that offers that. The chair is fine, but the overall experience was not favorable. The salesman did an average job, and I will give him points for not hovering over us while we tried out the various options. The sale was completed and the chair was delivered to the store for us to pick up on time, and the pick up went well. However, we had also ordered arm covers and those were backordered. We were told they'd be here in a couple weeks. We hadn't heard anything by the time we went on vacation. When we came back, there was still no notification. We called, and yes, they were in the store. I had to go pick them up. When I got there, the woman taking care of me first complained about the computer, but then came back with the arm covers, sealed in an opaque shipping envelope. She handed it to me and I left. She didn't even open the envelope so I could verify it was the right item, actually mine. I opened the envelope in the car, just to make sure (I don't live near the store) and found they were right. They were all folded up, so they had creases in them, but they were the right covers. But here's the thing: We spent $700 in their store. I don't think it was too much to expect that they would notify us when the arm covers were in...or for that matter, couldn't they have been shipped to us rather than making us make another trip to a somewhat distant store to pick them up? The chair is wonderful, so we probably would buy another chair from them. But their customer service is far from impressive. I've bought a number of items from Ashley and they get the whole customer service thing, from start to finish. La-Z-Boy could take a page from their book and give the customer an overall great experience. They choose not to do that.