La-Z-Boy Milford — Attraction in Milford

I want to start out by saying that until recently I was a long time, very happy, faithful customer of la-z-boy. I have purchased countless la z boy recliners, couches, tables, love seats, etc and I have liked everything until now. We have easily spent well over $10,000 over the past 15 to 20 years, and I have never asked for an exchange or return before. My story begins In January when I purchased a new recliner and it was delivered in March. As a disabled person it is extremely hard for me to get out of the house to shop, I have to enlist the help of others to drive me and help me in and out of the house. When I went shopping for my most recent chair I had intentions of sitting in a chair for a while to see if it would cause me discomfort or not, but the sales person was hovering over and around me while I sat, and I felt rushed and that I wasn't welcome to sit in a chair for more than ten minutes. The salesperson was knowledgeable and answered all of our questions however. There were no other customers in the store but still we felt rather rushed. I sat in many chairs and found one that seemed comfortable. I would have liked to sit in the chair for longer to make sure I did not get any pain, but I felt bad for being there for over an hour so I bought the chair. So about nine weeks later the chair arrived and after a couple days of use it became clear it was causing me back, hip & leg pain. Even worse the chair thrusted me forward practicly throwing me out of it when I would lift my feet up. The chair in the store did NOT do that. So I called the customer service department for help immediately and they scheduled an appointment to" adjust " the chair. Due to COVID-19 my appointment for April 1st was rescheduled to June 25th. That appointment also got rescheduled to August 20th all because of covid 19. Five MONTHS I patiently waited as customer service assured me that they would treat this as a new purchase despite the wait. The repairman came a couple weeks ago and determined new parts were needed because the base arrived broken! So he ordered a new base, but we were sent the wrong base. Thus...ANOTHER delay. So he finally came back on 9/8/2020 and replaced the part that arrived broken in March...6 months later. The chair still throws me forward, and still hurts my back, hip and leg. I am so unhappy I could cry. It caused so much pain I had my husband move it into another room and it is sitting there unused. I have asked customer service repeatedly if I could PLEASE exchange the chair for something else. They kept on saying "Let's fix it first, and then see if it is better". They also told me "comfort is subjective" and they will not allow me to exchange the chair for store credit , partly because I've had the chair in my home for over 6 months. What the heck!? What happened to them promising me that they would honor treating me like it just arrived because of the covid 19 delays ?? The chair still looks brand new and we don't smoke so it doesn't smell either. So now I now have a $1000 chair that I cannot use. And they are NOT willing to work with me! DO NOT shop here!! Brand loyalty obviously doesn't mean anything to them, and we will NEVER buy another thing from...

Well, I finally decided to purchase a LA-Z- Boy Rocking Recliner so I visited the LA-Z-Boy Furniture Galleries at 1750 Boston Post Road Milford CT. Upon arrival I was greeted by Sale Associate Zanya Thompson. I explained what I was looking for in a recliner and she brought me over to where the recliners that fit my criteria were located. I immediately fell in love with the Greyson 010-530 Rocking Recliner upholstered in Chocolate Brown Leather. Zanya explained the features and operation of the Recliner very well. I did have questions regarding size so I measured the areas of the Recliner that I needed to check back at the house. The one lingering question was that my past two chairs that I had were rocking – swivel chairs and that I really wanted this Recliner to be a swivel also. I told Zanya that I would be back after I confirmed the measurements at the house.

The location of where this chair will be placed at my home has its quirks so I still was not able to definitely confirm if the swivel option would work out for me.

Two days later I returned to the store and again was greeted by Zanya. I explained my concerns about the swivel. I was told that when a swivel option is added to the chair it is installed at the warehouse and the original chair base is not returned to the buyer. I could always order the non swivel chair and then have the swivel base installed by LA-Z-Boy at my home. The Store Manager Gaynell Thompson (yes, Zanya and Gaynell are related) came over and inquired as to what the issue was. Zanya and I explained my concerns and Gaynell did her best to put my concerns to rest. I thanked both Zanya and Gaynell and told them that I would return the next day.

I did return the next day, unfortunately Zanya was off that day but Gaynell came right over to me and asked if I had additional concerns or did I make a decision. I asked if I could order the chair as the standard Rocking Recliner and also order the swivel base as a separate item, not installed. Gaynell stated that was the perfect solution! The only other issue was that the chair had to be special ordered due to the fact that I wanted the Air Foam in place of the standard cushion option, the wait is a bit longer than I anticipated. All the reviews regarding these chairs state the Air Foam is the only way to go, so I will wait.

To sum this up, both Zanya and Gaynell are True Professionals and I would not hesitate to refer anyone to them. Everyone that I had interaction with at the LA-Z-Boy Furniture Gallery was very friendly and knowledgeable about the...

Our recent purchase from La-Z-Boy Furniture has unfortunately turned into a frustrating ordeal, despite a promising start. Our salesperson was fantastic, and we were thrilled with our decision to buy a full living room set, including a sofa, loveseat, chair, and table. We understood and accepted the five-month wait time for delivery, and the delivery team itself was courteous and efficient in setting up the furniture.

The problems began immediately upon delivery when we discovered a significant flaw with the sofa leg. A crucial bolt had nothing to screw into—either the nut inside the sofa was missing or had fallen out. The delivery person acknowledged the issue and, upon hearing we had already waited five months, offered two options: take the sofa back and wait for a new one to be constructed, or arrange for a repair technician to come out. Opting for the quicker resolution, we chose the repair.

However, it's now been a month since delivery, and we've received absolutely no communication or follow-up regarding the repair. This lack of action is a significant failure on La-Z-Boy's part, highlighting two major shortcomings:

Failure to Empower Delivery Personnel: It appears La-Z-Boy's delivery drivers are not adequately instructed on how to properly report or escalate manufacturing defects immediately.

Failure in Customer Service Follow-Up: Despite the issue being noted by the delivery team, La-Z-Boy's customer service department has completely failed to contact us to schedule the repair or provide any updates.

What began as an exciting purchase has devolved into a disappointing display of poor quality control and non-existent post-delivery customer service. We are left with a brand new, expensive sofa that is defective and no clear path...