La-Z-Boy Louisville — Attraction in Louisville

I would rate this less if I didn't have such a good sales rep. Bruno is great. He always listened to me and made sure I decided on what was best for me. No pressure at all.

I had two leather recliners made. Both were faulty and the repair man couldn't figure out what was wrong with them either. He was to send me and corporate his report about his findings, and he said I should hear from corporate in a week. He sent nothing nor did I hear from corporate. That's the main problem...the store should handle this directly because corporate takes customer service and keeping the customer happy out of the equation.

As an example, I received 5 separate deliveries of a washer and dryer with pedestals from Best Buy. Items received were damaged or damaged during installation. The local Best Buy manager went out of his way to get me immediate replacements, immediate delivery and $300 in gift cards.

Needless to say, I had to constantly call corporate after the repairman visit. The first callback from corporate was a lady trying to make excuses...unacceptable. I'm 5'11 and my feet were 7" from touching the floor. La-z-boy website even said that's bad for your legs which I called to her attention. She said I'd hear from her in 24 hours about what they were willing to do. Willing? That response itself is alarming and wrong. I waited on her for 4 days after she said 2. Finally, I called the local store and left a message mentioning everything I've stated in this review. In addition, I had to threaten multiple media reviews and a call to the BBB. I was able to get a call back from the store manager who was very courteous. He too explained it was up to corporate. Why? It was two faulty chairs. He said he would call the lady who never called me back. She called me the next day. She offered me a return only if I purchased two more chairs. This is nuts. I explained my concern about what if nothing else has the look I want or if I can't get it in the leather I already have. She had no concern for that and stated this was the return/exchange offer. I reluctantly had to agree. Once again I say, get corporate out of it because customer service gets lost.

So I reordered two chairs. Unfortunately I couldn't get it in the leather I wanted and had to settle for something close. Then the surprise, leather for these chairs was going to be much more. Of course, right? Mind blown. But wait, none of this was my fault, and I wasn't willing to take my chances on reordering the recliners I wanted originally. I was scared to purchase those again, and I'm hoping I dont have buyers recognizance about the new chairs. Especially since I had to pay more money.

Hold on...it gets better (sarcasm). The recliners arrived in 6 weeks. I just stopped in today, 5 weeks after ordering new chairs. Manufacturing and delivery...11 1/2 weeks.

So, I received two faulty chairs. I had to fight for what is only partially right. I had to settle on a different leather. I had to pay more. I have to wait twice as long as the first order. Grand total, 8 months of waiting for 2 chairs to sit on for more money. No love whatsoever like BestBuy did for me. Again...8 months.

Like I said, if not for Bruno, this would be less than 3 stars due to corporate and the wrong I've received. It would take a big turnaround from corporate for me to change this review.

I made a large la-z-boy purchase back in 2003 and loved their furniture. Now...

Went in two by two new recliners, and the numbers just didn't add up. So we left. after reviewing several other locations that were selling recliners, the materials that lazyboy use seem to be a little bit higher grade then most. when I went back in for the second time I talked to the same sales person, and all the sudden the numbers started changing. I am not a person who likes to do too much negotiating and I don't like playing the numbers game, but as with any other retail sales item, I had to play the game. Not that it was a bad experience, but it could have worked a little bit more smoothly the first time I was there, and they would have had a sale immediately. The instance that I am speaking of is when the delivery fee is said to be $100, and at that point I decided to walk away, that's the first visit. When I came in the second time I told them that I was not willing to pay $100 for delivery fee of a single chair. Then all of the sudden delivery fee was $80, but I was still unwilling to pay that much to have a chair delivered. when I was there the first time I asked if they could have the chair delivered to the store and I could pick it up, but I was told that was not an option. The second time after I told them we were off price by several dollars, that I was willing to pay, all the sudden I could have it delivered to the store for a fee, and that came within my price range. If they had just said so the first time, I would have taken it then. Maybe you all need to have your salespeople lay out all options for people who are willing to purchase, but not willing to pay $100 to have a chair delivered. Will I go back? Only if there's an issue with the chairs that I purchased. For future purchases, I may...

Don't be misled by the one star rating, but zero or a negative star was not an option!

My husband and I are in the market for a leather sleeper sofa. I did some research, on-line, with options from La-Z-Boy, as well as other competitors.

As the Louisville store is within a mile of my home, I went into the store, last Saturday, July 6th, to both see and sit, on the model of my choosing.

I was greeted by a salesman, no, excuse me, a 'Comfort Specialist', Bruno DePasquale. I informed him we were looking for a leather, queen, sleeper sofa. Though there were no leather models on the floor, I did sit on, and see, the sofa, I had chosen, in fabric. (McKenzie)

I told him the price of the sofa, with the leather upgrade, on-line, was 1649.00.

Mr. DePasquale then proceeded to quote me a price - Three Thousand, One Hundred and Fifty dollars!!!

I repeated, three times, to him, what the on-line price was for the sofa; I asked why the difference, was told, "I don't know". At no time did he even bother to go to La-Z-Boy website, to either confirm, or explain the almost double price increase!!!

The lack of interest in my pricing concerns, the repeated lack of interest on the correctness of the website pricing, was not just horrid customer service, it was rude!!! Seems impossible, but the experience was worse than shopping for a car!!

Not only did he lose the sale of the sofa, he lost the matching love seat, and probable accent chair!!

Unsatisfied, angered, disappointed, with the 20 minute...