La-Z-Boy Lexington — Attraction in Lexington

I was in the market to purchase at least one recliner, but definitely a second if my husband found one that would work for him (as he has health issues that prevent him from sitting and getting pain relief). We were four hours from home so I did not intend buy from this store due to the distance and I made that known. However, I found one in stock that I took with me that day. My husband found one that he actually fell asleep in (to some this may not mean anything but to someone who has not been able to get any relief from pain in over a year this means the world). I was going to check with my local store and purchase from them as it was not an in stock item, but the sales lady,Rebecca, and her manager assured me that I could purchase with them and that it would be delivered to my home or at the very least the store closest to me. This detail was crucial and why we were in the store much longer making sure every detail was worked out. This was in August. It was set to be delivered in September then October then November, etc. Finally in December we were informed by the store that the chair would be delivered to their store in Lexington for pick up. After much discussion with them about the fact that this was not the agreement I was basically told that I could cancel my order. Had it not been for my husbands well being and having to start all over, I would have done so. My daughter & I then drove 8 hours to pick up the recliner. I asked the manager about a little compensation since the delivery wasn’t made and it cost me quite a bit extra just to go pick it up. He told me that he would have the owner contact me. This was 2 weeks ago and “crickets”. I paid more for these chairs than I did my first car (and I’m not that old). The customer service and lack of follow up would prevent me from ever returning to this store. The people are great until you make...

I placed an order at the Lexington Lazy Boy the 3rd week in May. Before shopping, I confirmed with the sales associate that they could deliver to Spring Lake, Michigan. She checked the computer and confirmed that they could. I was told that I would receive my furniture in 6-8 weeks. At the 8 week mark, I had not heard anything so I called the store to check on the furniture. The associate who answered said they could see that the furniture was ready but didn’t see any available delivery dates but that they would check and call me back the following day. I didn’t receive a call so called again late afternoon. I was again told that someone would schedule delivery and call me. This went on for an entire week, with no one ever returning a single phone call. Each day I was told that they would figure this situation out and call me back-and no one ever did. Finally, I asked if there was a problem and the associate said that my address was outside of the delivery area. I said that I understood, even though it was very disappointed that someone didn’t tell me sooner, and asked for my money to be refunded. They told me my options were to drive to Columbus, Ohio and pick it up from the warehouse or hire a furniture delivery company at my expense to have it delivered. While I am disappointed in not getting the furniture (particularly because we have had an empty family room for over two months) I am most upset by the customer service. Had they just called and explained the situation it would have been much more professional. My credit card was never credited with my payment, we had to call our credit card company to have the...

Would actually give a score of 4.95 out of 5 if I could. Everything was great...Tracy was quick to greet us, she is great to work with, she gave us friendly service; and she was extremely patient as I look and decided. Even helpful as I went back today to relook at the colors I had chose again. One issue I have pertains to fabric choices. There are only 4 colors of the type/texture of fabric I like best; While there are LOTS of colors for all the other funky, weird textures, which I do not like. 4 of the fabric I like is too few. I wanted colors as close to what I have now, and I guess that is too much to hope for...maybe I am just getting old and too set in my ways. My styles are more traditional...want my colors solid and there were many fabrics that made the furniture look old before you even owned it, as if pre-scratched by a cat or dog. One other issue I have is the slight difference in size, what I am purchasing now is shorter in height, and smaller in width (from one arm to the other on the love seat) then the current furniture we own, which is more full and puffy. Even though I did not look at all the styles of furniture in the store before chosing the next 2 pieces of furniture from this store (4th trip in 34 years), I am happy, I can't wait for it to arrive. IT IS THE SERVICE in this store keeps bring me back. But I suggest that they have more color choices available in the fabric we like. Or they need to have a reupholster service, because I might have re-stuffing or re-padding over total new pieces that are...