La-Z-Boy Cary — Attraction in Cary

While the experience in the store was fairly routine, the Cary store’s service after the sale was terrible. We purchased a recliner in September 2020 and was told delivery would be scheduled in early January 2021. With delayed shipments due to Covid, we were fine with that. Unfortunately January arrived, and no call. I called the Cary store and was told my order was delayed, and we’d be contacted in early February. Early February came, and no call. I again had to contact the store. I was promised it would arrive at some point within the month of February. Mid-February came and no call. I tried the Cary store and was told there was no update. End of February, I call again. Now I’m told that the order was updated on February 8, but no ETA. I asked why the store took no initiative in calling me, to which I explained that my sales rep was no longer employed by the store. I asked why a manager had not bothered to call me with an update, to which I was told they were busy. I asked to be contacted by this store manager by the end of that particular day to share my frustrations. I was told they had other customers to call. I informed them if I didn’t receive a call from the manager, we would consider canceling our purchase. At this point nobody has ever called me from the store. The purchase I made in September has not been delivered, and now the store, and the managers, have no ability to return phone calls. There are so many furniture stores in the Raleigh area that would appreciate my business much more than this store. There is absolutely no excuse for their basic lack of customer service. While I’ve had many Lazy Boy products over the years, I won’t be purchasing from them again. I’d rather spend my money with a company that provides a basic level of...

LZB Cary provided great service, specifically Heather who was my outstanding LZB sales professional! She made sure I had all the information before committing to purchase & helped me out with a delivery discount. Can’t comment on the quality of the chair or the delivery process as I bought sight unseen over the phone, but the purchase was easy & seamless. I’ll update my review once my chair arrives end of May :)

EDIT: Deducted 3 stars for poor customer service. My salesperson at LZB Cary turned out to be quite rude after all was said & done. I had received a general text from LZB about an upcoming sale. I thought “oh, maybe my chair is one that will be included in the sale (LZB has a 30 day match policy) so I texted my salesperson & politely asked her if she would be so kind to check for me. She sent back a text with a very annoyed undertone & proceeded to chastise me by saying she had already given me the best price available & I was lucky because I got the chair when it was on “Hot Buy” pricing. Honestly, a simple “I’m sorry, your particular chair is not included in the upcoming sale” would have been sufficient. I guess once LZB Cary has your money the pleasantries & outstanding customer service ends. Rude treatment aside, we do love the chair. It is a beautiful rich, dark chocolate shade & looks fantastic in our living room. It’s a little more firm than anticipated, but it seems to be quality leather so we’re ok with a breaking in period. This is our first LZB purchase & the sales experience left a bad impression. If we find ourselves wanting to add to our LZB collection we will take our...

I have never spent so much money to be so frustrated and disappointed in my life. We ordered a custom leather couch and 2 chairs on 11/6/2020. The experience in the store was great. We were told due to the leather we chose our couch would be delayed and we could expect it in late March. Every couple of months since I have gotten a phone call "congratulating" on the update on my furniture order. And everytime the update is telling me it will be later than originally stated. At this point I dread getting phone calls from this store. I mean I grew a baby faster than they made my couch. And everytime I expressed my displeasure they said they were sorry and there was nothing they could do. (They did ultimately give me free delivery on my 8k furniture purchase) I was thrilled on Tuesday of this week (4/20/21) telling my furniture was coming on Saturday. Today I received the automated call with my delivery window! We got rid of our old couch! And not 20 minutes later I get another dreaded call from the store letting me know that only my chairs were coming and that my sofa would be "another few weeks" I honestly can't even be surprised anymore. Even if this is the best furniture ever... I will never buy from La-Z-Boy again. This has been the worst experience. And even though we are now looking at a delivery outside if the 22-26 week window... There is no recourse for the customer because it's custom. Again it has never cost me so much to be so disappointed...