LA Z BOY FURNITURE GALLERIES

They we're very nice and very helpful.Service is very fine and they gave us 30% off.

While delivering our couches, they hit my front door, denting the the door and breaking the door frame on the hinge side. Additionally, the one of the couch’s fabric was ripped in multiple locations. La-Z-Boy’s contract delivery company, Final Touch Delivery, refused my claim. Three door contractors stated the door must be replaced due to the break in the frame on the hinge side. La-Z-Boy refuses to replace the door and is only willing to pay for a repair. They stated they will not warranty the repair, nor pay for a replacement if the repair fails, as stated it would by the door contractors.

We visited the Fairfax La-z-boy store and saw a recliner. My husband called about 2 weeks later and spoke with the manager of the store to see if the recliner on display was for sale. The manager said yes and quoted a price. I went in to the store that afternoon to look at the chair to make sure it was in perfect condition. The manager said he made a mistake with the price quoted to my husband and said it would be an additional $350. We decided to buy it and went back to make the purchase. The manager was not in so someone else helped us. He was very nice but he could not offer the "deal" that the manager had put in writing which was no charge for delivery ....so he had to charge us an additional $60 delivery charge--which is now $410 over the original phone quote. This man said it would take 2 weeks to deliver the chair ...and we only live 3 miles from the store! My husband tried repeatedly to get in touch with the manager to take the added $60 off the price tag and the manager was not helpful. We finally rented a van and picked up the chair ourselves. This was no small task as it is a large heavy chair. We do like the leather recliner, however, due to the huge "bait and switch" tactic and the lack of customer service, we would not recommend this store.

.The recliner was delivered on schedule and is quite satisfactory -- no complaints. After 2 weeks we called to check on the status of the sofa and we were told it had been shipped and we could expect a call in 10-14 days. We called again after about 10 days and were told the exact same thing. We called again about a week later and were told that it would arrive in another week and we could pick a delivery date for the next week which we did. On the delivery date the truck showed up on time and the delivery men were very nice. Unfortunately, when they unwrapped the sofa in our living room, we discovered that is was covered in cloth upholstery fabric, not the leather that we had ordered. We then refused the delivery, they took the sofa back out onto the truck, and we called the store to explain the problem.  The salesman we had worked with was not there, and the person we talked to basically said that what we paid for was a cloth couch not the leather, which would cost several hundred dollars more than we paid. When we tried to explain that the salesman had apparently made a mistake, the person on the phone (the store manager) said he didn't care what the salesman said or did, and our only option was to pay the additional money to get the leather couch. His attitude seemed to be that whatever we said it didn't matter to him, he was only interested in getting the additional money for the leather couch. There was no attempt to be courteous or to make any accommodation for the mistake. We then asked for our money back to which he responded that that was not an option and to read the terms of the sale. So we then said we would dispute it with the credit card company. We contacted American Express to dispute the charge and they suggested that we also contact La-Z-Boy Corporate offices about the issue. Well, we called the corporate office who agreed to look into the matter and contact the store but they also informed us that each store is individually owned and thus the corporate office doesn't really have any authority over them. We then got a call back from the corporate office that the salesman who sold us the sofa would be back in the store the following Monday and thus we had to wait until then to do anything else.  On the following Monday we called the store and asked for our salesman but were told that he was with a customer and would call us back. After an hour with no return call we went to the store to talk to him personally. When we got to the counter, our salesman was there and said he was about to call us. We then said that apparently there had been a mistake with our order as we had clearly said at the time of purchase that we wanted a leather couch. The salesman proceeded to tell us that he clearly remembers that we wanted a cloth couch and that he even showed us cloth fabric swatches. We couldn't believe what we were hearing! My husband then tactfully said that clearly there seemed to have been a communication error (I was ready to just call the man a liar but held my tongue). Fortunately he agreed to refund the purchase price we paid for the sofa (after about the third time we said that we just wanted our money back). We will never shop there again or buy from La-Z-Boy. I didn't realize that Angie's List included furniture retail stores or I would have checked first.

At eleven weeks we called the Gallery/showroom. This was our first contact since placing the order in person. The Salesperson looked up the order, and told us it was showing "Severe backorder". When we asked what that meant, she didn't know. She said the status showed delivery most likely "in April", which was four months from the order. My wife and I drove to the Gallery/showroom the next day to get a full refund. We were told by the floor manager there was no one in the Gallery/showroom that week who could authorize a refund. He was "in class". She said the authorized person would be back in three days, and we would then receive a call. Four days passed, and no phone call. I sent an email to La-Z-Boy Corporate and another to the local Gallery/showroom "Customer Service" email address. The Corporate response stated every La-Z-Boy Gallery/showroom is independently owned and operated, just like a McDonald's franchise, and Corporate has zero control over what happens in any Gallery/showroom. The following day I received a phone call from the local Gallery's authorized staff person. I stated the problems again. He said he'd researched the issues himself. He said not only had the standard fabric been discontinued, but this item has never been offered with the expensive upgraded SlumberAir Mattress System. Bottom line, this item was never going to be built and delivered. I asked why no one had notified us of these critical issues immediately after the order was placed, and also how long did he think we would have waited had we not initiated a call to the Gallery/showroom to check delivery status? Only an apologetic response. I drove back to the Gallery/showroom again yesterday because their policy states they will only process a refund in person. When I introduced myself to the owner/manager, the same person who had phoned me four days earlier, he had zero recollection of our discussion or the problems/issues. Our refund was processed.

There are transaction problems at so many levels with La-Z-Boy: Zero follow-up by the sales team, and zero feedback loop from Corporate manufacturing back to the sales team. Broken. Broken. Broken. Domestic United States sales and manufacturing at its best?

This was our very last La-Z-Boy (attempted) purchase. We've been loyal customers for many years, but this retailer is too broken to not seek out other alternatives.

I purchased a reclining sofa from this store at a sale price. About three weeks earlier, I looked at the same sofa model at another La-Z-Boy store (closer to my home), but was told that the sale price would apply only to the fabric on the floor model, and any other fabric choice would be full price. When another sale was announced and I went to the Fairfax store, I was told I could select any fabric offered for that model and get the sale price, although (very reasonably) there would be a wait for the sofa to be assembled with my fabric choice. I was given a timeframe of 4-6 weeks for assembly, but because my fabric choice was back-ordered, I was told it could take an additional 4-8 weeks. Just 4-1/2 weeks after placing my order (30% down payment, the balance due when the sofa was ready), however, I got a call from the store saying my sofa was ready to schedule delivery. I was able to select any day (at least two days after the phone call) to schedule my delivery. Although the deliveries are scheduled in 3-hour increments on the selected day, the process is a bit onerous because the customer can only pick the day, not the timeframe -- the day before the delivery, the customer gets a call providing the 3-hour timeframe during which delivery will occur. I chose Saturday delivery, and got the promised call the day before. On the delivery day, I got a call from the delivery team when they were a few minutes away; they arrived early in the 3-hour window and the crew was polite and professional. Overall, I was very pleased with the product and service.

This was the most horrible experience I have ever had as a consumer.

An excellent experience all around, from the sales staff who fielded our calls to the delivery guys. The manager, Peggy, was phenomenal. Friendly and professional, she didn't waste our time and even helped to get part of the order delivered ahead of time. And with no extra delivery charge! They know their merchandise and the staff really works well as a team. We are certainly going back: For their service and selection. And you know, La-Z-Boy was well priced in comparison to the many "discount" places like Belfort and Haverty's (our experiences there were not so great).

We've been looking for living room furniture without much success. We were unable to find a place that met our budget and tastes. We went to La Z Boy on a whim on rainy Friday night, not expecting to find much. We still associated La Z Boy with overstuffed chairs for use in front of the TV set only; We were very impressed with the range of furniture choices as well as the pricing. We ended up buying: a couch, love seat, chair and a half, ottoman, coffee table, two side tables and a sofa table. We got a great discount. There were two promotions going on, the sales staff made sure that they applied which ever one benefited us the most. The sales staff was perfect for us -- not overbearing, not pushy, yet attentive to our needs. We got the impression that their reputation with their clients is more important than making a quick sale. The showroom is comfortable, clean and easy to navigate. As I said, we purchased the furniture on a Friday and it was in our home by that Sunday.