La-Z-Boy Pineville — Attraction in Pineville

This review is a tale of two experiences. First of all, we came in to the store to buy new furniture for a living room in our new house. The buying experience was very pleasant as the salesperson and the designer were active and helpful in making the decisions and putting together a nice set of couch, two chairs, rug, two tables, two lamps and wall art (4.5*, but I'll round up to 5).

The tale changes now that we've had the furniture delivered. The centerpiece of our discussion was on the Oscar couch which we loved. The floor model was the "power" model and our discussion focused entirely on the "power" model. So, all the pieces (except the lamps) arrive last Tuesday. As the delivery men were leaving we ask them to help plug in the couch. He indicates we ordered the manual version. We're surprised as neither of us knew a manual version even existed. (side note: the manual version delivered had a staple sticking out that my wife cut herself on, but that could be fixed "theoretically" according to ASM).

So, Wednesday I talk to the delivery department and do some research and sure enough the order is the model # for the manual couch (see picture). However, the description is very generic (see picture) and doesn't specify manual or power (key to a later conversation with asst store manager).

Thursday I call and leave a voicemail with our salesperson telling her we received manual version and wanted the power AS DISCUSSED EXCLUSIVELY. I get a call back that night, but no voicemail indicating plans for a resolution. No responses or other calls from the store over the President's day weekend.

Now Tuesday comes and I call and get voicemail again with our salesperson. Redial the store to talk to someone live and another salesperson indicates that we should have known this was manual by the price (WTH?) and our salesperson is off Tues/Wed. We didn't know how our original salesperson had applied the black Friday discounts since the sales tickets doesn't show discounts.

Now, I read our contract and it says within 7 days of delivery, you can refund/exchange stock orders. Being pretty sure this couch was stock, not custom, I call customer service to formally request a refund/exchange. I get forwarded to the assistant store manager (ASM).

So, while talking with ASM, I'm told we can exchange for $218 and this is a FAVOR since we shouldn't be able to exchange at all because it is custom. I am again told by ASM that WE should have known we ordered the manual couch (still not sure how since we NEVER discussed buying the manual option and the sales ticket doesn't specifically say MANUAL, nor did we know MANUAL even existed when we bought the piece).

ASM also complained to me that we hadn't paid the difference between our down payment and our loan amount yet. I Indicated nobody had ever asked and I was willing to make that payment. She then said, well we didn't ask because we hadn't delivered the furniture yet. I guess, why bring it up then?

I also indicated I can get the power couch on Wayfair for the same price as we paid for the unwanted manual couch and she is nice enough to tell me that you don't get great customer service at Wayfair like they offer. :)

Tomorrow I will edit with the final chapter. I'm hoping to talk with our original salesperson and hopefully the primary store manager to NOT have to pay the "favorable" $218 exchange fee.

My advice to you the consumer:

1. If you remotely think options are available (manual vs. power, special fabric, etc), make sure if the description is generic, you clarify
2. Make sure the salesperson writes down what is custom and what is stock since it is not on sales ticket either
3. They also don't show discounts on sales tickets, so make sure you know how much of a sale you are getting (the base price might clarify which item they ordered vs what you...

ZERO stars!! This place is such a scam!! I ordered 2 sofas and a chair on Jan 29th, 2025 and was told by the sales person that it would be 6-8 weeks (but he said it is usually on the lower end) So around mid to late March. Well, 4 weeks in we called to check on progress and was told oh the fabric is on backorder it is going to still be 6-8 weeks!! That would have been nice to know when we ordered the sofas. No one called to let us know that our sofas haven't even started being made! No, I guess they were going to wait until March 29th and when the furniture hadn't shown up and I called they would tell me then and say sorry your fabric is back ordered. Now this was my mistake, I didn't just pay the 50% deposit when we bought the furniture, I paid in full - 8200.00! So they have my money. They say the sofas have not started being made yet but we can't cancel!!! Why not?? You haven't started. Again they have all my money. They say you CAN cancel the order and order something else that is in stock or start a new order which will be another 6-8 weeks.( yeah like I believe that) Now doesn't it seem silly they can cancel my order to start a new order but they just can't cancel my order and give me my money back. No, they have my money and they are not giving it back. And now when we talk to them they say the fabric we picked isn't going to be late April but probably May!! Ordered in Jan and maybe we can get it to you by May!! Again, ordered in Jan and told a mid to late March delivery time. So when they say 6-8 week what they really mean is 6 weeks -to whenever we feel like getting it to you - 6 month or longer. The manager Ken even said that it says in the contract - I am guessing the iPad you sign when you purchase the furniture that it can take up to a year - A YEAR!!!! Now that must be the iPad contract because nowhere on the paper work I came home with does it say it can take up to a year to get your furniture. Now if you were told 6-8 weeks and then not even told until you inquired that no sorry it is going to be May or later for your furniture that seems just not right. Now we have already moved into our house and have everything but den furniture. Fully furnished house - empty den. So, I guess since they are not going to allow me to cancel my order - even though they haven't started it and apparently don't plan to start it anytime soon I am going to have to go in and start the ordering process all over - wait another 6-8 weeks (hopefully - could be a year according to Ken) or just pick something they have in stock. The customer service at this store has been horrible. Also, side note when you go in and see the prices- which are crazy high- and they tell you oh how great their furniture is and how great the fabric is and the furniture comes with a fabric protection- that fabric protection is not in that crazy price - you pay an additional 230.00 per piece for this fabulous fabric protection and also after you just spent 8000.00 on furniture there is a 560.00 delivery fee!! I guess I will mark this up to lesson learned! 1) Don't ever buy from La-z-boy 2) Don't ever pay in full - not that I would have wanted to lose 4100.00 - because once they have your money you have no power. 3) Always follow your gut- I knew when I went into the store I probably should not buy from there, but they give you the good sales pitch. They say La-z-boy furniture lasts a long time but I can tell you there will not be one person that sits on that sofa for however long I have this furniture that I don't tell them how much I hate this company and how awful their...

BUYER BEWARE!!!! Incredibly appalling customer service and shady business practices by store manager Kenneth. Where do I begin?

1. Worked with a sales rep and designer, gave them our budget, which they said they'd stay within. They came and measured our living room (in which they didn't get the dimensions correct; more on that below) made a proposal on pieces, then hit us with an estimate THREE TIMES our budget. When we said we would only go with certain items, the sales rep tried guilting us because they had spent so much time putting the proposal together.

2. The rug in our order came in wrong (after waiting for four months for it to be delivered). Not only was it the wrong size, but also the wrong colors that did not go with the sofas we ordered from them. Contacted the manager Kenneth about it and he refuses to refund the rug because of "contract policy" even though the order was completely wrong. Says a "special order" can't be refunded, even though they are the ones that got it wrong. Um, if you do not fulfill the contract correctly, sir, you are in violation of the contract. He keeps saying he wants to help, but is making every excuse to not refund us our money. Just wants to order the same wrong rug again to fulfill the order. He also refuses to get on the phone and hides behind texting.

Update on 1/4/24: They sent a NEW rug and it was still the wrong color. Kenneth continues to refuse to refund the money and just wants to reorder the rug again, like continuing to order the same wrong rug will fix the problem.

Update on 3/5/24: The store admitted in writing that the rug is the wrong color and that they cannot fulfill the order correctly, but they still refuse to issue a refund. Their stance is—I kid you not—even though THEY cannot fulfill the order with the correct item, that because they offered us ANY other rug (none of which worked for our room), that they have fulfilled the contract and so we are now the ones in violation of the contract. So if we ordered a tan couch and you offered us a grey one, would that be fulfilling a contract? They are offering a time-limited store credit and want to force us to purchase items we do not want nor need for our home. The other option they provided was for US to pay a 35% restocking fee even though the error was theirs.

We will never buy from La-Z-Boy again. Beware of shady business contracts and dealings from this greedy business. Know that if they cannot fulfill the order correctly, they will keep your money and blame you. Kenneth is the most unprofessional sales manager I've ever...