La-Z-Boy Rockville — Attraction in North Bethesda

This is by far the worst service I’ve seen in my 35 years in shopping retail. The only reason why this isn’t a 1 star review is because their furniture is actually good. I entered the store with my wife and saw no more than 4 different parties shopping at the time. 15 minutes goes by and we were trying out up to 10 different recliners without ONE member of the staff even acknowledging our presence. Finally we find Neda finished with her customer then idly fixing shelves and moving around senseless items before my wife approaches her and asks for her help. When Neda meets us both at the recliner we like I was never addressed and not even met with any eye contact. When my wife was trying to purchase the product no customizing options were presented. Even when all the paperwork was finished, she didn’t even specify the terms of purchase. After I asked where we actually purchase this thing did she meet me with eye contact and say we can finance the couch up until delivery. Like I mentioned before, the store wasn’t packed with customers, and there had to be at least 6 different staff members. All of them stayed to the back of the store. Only until closing time did the manager come and ask me if we have been helped WELL after the fact of us paying for the furniture. I told him the lack of Customer service skills Neda had and he wanted to brush it off like the place was packed to the brim with memorial day shopping rush that nobody had time to see us. At that point I knew that writing a review would be the only way for my voice to be heard. The customer service is terrible. I noticed 3 different employees finish with their customers and none offered us any help until my wife...

First let me say the chairs we bought are lovely. They are power recliners with lumbar support, a USB on the side, adjustable headrest, and a preset button. A bit lighter than what we thought they'd be, but we chose the material. The salesperson was very helpful and explained everything about the chair. We were told it would take up to 12 weeks to get the chairs. When we ordered on "August 8th" we thought for sure we would have them before Halloween. Most places will give you the worst case scenario as far as delivery. It seemed like a long time to wait but they were custom order. We received the chairs on "December 4th!" No one called us to tell us there would be a delay. When I called in October they told me they could not find out when they would ship. When I called in November they said they would ship on November 23rd. When I called on November 24th I asked if they could track them. They said no, we would be notified when they arrived at the warehouse. It seems to me that after they got our money they no longer really cared about how long it takes for the customer to get the product. And since only the warehouse would notify us, I had hoped there was a number to call the warehouse to check on them or better, tracking information to say whether or not the chairs were in the process being made or if they were on their way. We also purchased a sofa which they had in their warehouse and we had that within the week. So fair warning, if you order chairs or sofas from Lazy Boy check to see if they are being made for you or if they are in the warehouse. Then determine whether or not you want to...

For the price I paid I expected exceptional service. When furniture was delivered, manager did not show up (as she promised) to oversee where placement of furniture goes. I also have a rug scheduled delivery and never heard from anyone regarding time. Management needs an overhaul. poor communication.

The sale guy that I ordered my furniture from was fired in between my ordering the rug. He said I needed to buy the chair when I bought the sofa or he wouldn’t meet his “quota”. I told him I didn’t want the chair and yet due to POOR COMMUNICATION at the store he put it on my invoice. So this company has over $1200 of my money for a chair I never wanted.

Ruby (the sales manager) said the rug will be great. It’s delivered with no padding to put underneath, already the stitching is coming apart.

Corporate is of no help and I will never see over $2,499 for a chair and rug refunded to me. I have contacted them so many times and get conflicting info from the and from what Ruby told me.

So now I will be going back to corporate. Oh and the store in Rockville i bought it from is in process of renovations to make it smaller and they didn’t care to share that...