La-Z-Boy Canton — Attraction in Canton Township

Update 2: Back to one star for now. The GM I had been talking to is no longer with the company (sigh). Before he left he sent us the wrong replacement couch. Accidents happen and it was no big deal, we just refused delivery and sat on the broken one until the new one came. The new one came and it's... okayish. There were even more issues that needed to be fixed with the replacement couch. Apparently quality control isn't really a think at La-Z-Boy.

The old GM promised to make things right once everything was settled with the couch. This experience has cost me over $2k in lost income from the hours sitting on the phone, waiting for deliveries, waiting for repair people, etc. The only caveat was that he couldn't refund us the full amount of the couch for the inconvenience. I definitely wasn't expecting, nor would I want that, but based on our conversations I expected a 30%-40% refund. Not nearly enough to cover my losses, but a good show of customer service. I contacted the new GM. He is in between locations but suggested that a 10% refund is probably the best he could do because we bought the couch on sale. So yeah, that wasn't the best news nor the best response for a year and a half headache. He is supposed to call me back once he finished with transitioning to his new location, but it's been a month and I haven't heard back. I'm getting to the point where La-Z-Boy just isn't worth the effort. For the price, just okay isn't okay and a year and a half later, I am still dealing with this. Disappointing to say the least.

Update #1: The Manager from the Canton store called today and apologized for our experience. As I mentioned, the store itself was great and I can see why with such a great manager. He was kind, understanding, patient and sincere. He acknowledged the issues that the company is facing without making excuses. His goal was clear, to make things right for us. We have begun the process to do just that. I have increased the rating to 3 stars and will revisit again once the entire process is complete. La-Z-Boy has a strong reputation but even the best can go through times of struggle. Clearly, that is occurring now. They are fortunate to have a quality manager like Shane to represent the company.

Original Review: We splurged on an expensive leather loveseat and the in-store salespeople were great. Delivery took 6 months, but we were prepared for that delay. When the item arrived, we immediately noticed multiple things wrong. The cushioning on the seats were out of alignment and rips in the leather were the primary concerns. When I contacted Lazy-Boy they said to accept delivery and that they would have it fixed or replaced. The repairman was friendly and knowledgeable. He expressed surprised that they shipped the couch to us in that condition. He replaced the seat cushioning though it took two additional months before he could get the parts. At that point, we hoped we were good to go. Now, a few months later, the reclining mechanisms are breaking down and the frame creaks as though we were sitting on a cheap 15-year-old couch. I’ve attempted on multiple occasions to get through to Lazy-Boy warranty service but I’m always on hold for an hour or more with no response. Eventually, I have to give up due to time constraints. As I write this, I am listening to the annoying music again and I’m going on an hour and 20 minutes. I have a meeting I can’t miss in 15 minutes, so I’ll probably have to disconnect again. At this point, the level of construction and quality of service are so low that I cannot possibly recommend buying from Lazy-Boy. Inferior quality products, no quality control and poor customer service is the bad company trifecta. Unless someone steps up to fix the situation soon, I’d say...

I don't usually post reviews, and it is even less frequent that I would change a 5 star review to two stars, but I have had a poor experience with delivery and although my consultation with the designer was EXCELLENT and I love the new furniture, for the amount of money we spent on a whole new livingroom space of furniture, I had expected some follow-thru to happen on the quality of the delivery expections. Our initial salesperson is no longer with La-Z-Boy. We were told, initially, that upon delivery, our current furniture would be removed by the delivery crew. When we went in to make our final payment and our final payment was processed, we were then told that the delivery people would move "apples for apples" but not off the property, only to the curb. Ok, fine, when they arrived, my husband had removed everything from the livingroom except the rug which was rolled up and the couch(we were getting much more than this, but other furniture we were keeping and giving some to family members). The delivery men who arrived at first said that they had been instructed not to move any furniture, and that they had recently had a meeting with their supervisor about that. THEN, they had the guts to say that sometimes people "tip" them to remove furniture. I proceeded to give each of the two a $20.00 bill. The furniture got removed. One of the new table lamps was not the one we ordered, and I called the Canton store while the delivery people were still here. I was told that they had two floor models, and I could have one but there would be no monetary adjustment. Later in the day, I went to the store to pick up the lamp and spoke to Michael, the store manager, about the issue both with the lamp and the delivery people requesting a "tip" for removing the furniture. I received a follow-up email from Michael and a phone call from Dino at the delivery crew warehouse. Dino promised me a check of $40.00 for reimbursement. That was Friday, August 15, one week after delivery. It is now September 9, 2025 and no sign of that check. So I stopped by the Canton store on Thursday, August 28 and spoke to the regional manager who was in. On that day, he promised that I would receive a check for $54.99 to cover the $40.00 as well as gas and for my inconvenience. Again, it is September 9, 2025 and still no sign of a reimbursement. Overall, I love my new furniture, and La-Z-Boy made a killing; I won't make that mistake again and will not recommend...

Justin got us started and then set us up with Becca the designer. We went in just to look because I wanted a recliner and ended up buying our living room and dining room set. If it wasn't for them walking us through it we never would have thought to buy all those pieces at lazy boy. Our experience was amazing. Becca spent a lot of time with us knowing it was a big decision was very patient and walked us through the whole thing. We're also very impressed by how lazy boy backs their furniture with guarantees and how we were able to find solid wood and sturdy furniture that would last. Becca even helped me design my own custom lazy boy recliner! Something I never would have thought I could afford to do. Then the new store manager, Shane called to introduce himself, updated us on our expected delivery times and even provided loaner couches to tide us over. Everytime I call he answers. The Canton store has provided the best customer service I have ever received hands down. I highly recommend this store I can't say enough good things and do not have one bad thing to say. Visit the store. You won't be sorry. Adding to this review because I've made another purchase! Becca came to our house and helped us solve a small space problem. She found the perfect furniture for our small bedroom space, helped me design a look for our front room and stayed within our budget. Lazyboy furnished our new home for us and we...