La-Z-Boy San Bernardino — Attraction in San Bernardino

It was hard to acknowledge this experience wasn’t a perfect 5! The salesman was great, in 41 years of marriage this was the 4th recliner we’ve purchased from this store….all, ALL awesome pieces of furniture.

Why lower the score from 5 to 4? Mainly because of the fabric selection process. The graphics of the fabrics are, at best, vague in clarity, on line. When I went into the store to get a hands on feel for this generation of chairs I found: A. I was able to choose from a variety of different were my measurements (width of seat, how much you can stretch out in the chairs, options which will go a looonnnggg way in support of the reality of my becoming so overwhelmingly handicapped) and how a chair operated with the possibilities of many different power assists. B. The fabric samples I’d received had been much too limited. You can only order 3 even though you might be trying to choose between several styles or pieces of furniture. Although I used more than one device to visit their website to try and view the fabrics, the colors and contours of the fabrics was overwhelmingly BAD. I actually delayed my purchase 7 months because of this. That’s how long it took between my decision to buy a new chair in February 2023 to when I was physically strong enough (between surgeries, hospital visits and just the JOY of being disabled) to when I felt strong enough to go into the store mid November 2023. C. Which fabrics could go with what chairs was confusing. I had a very strong first choice for the chair which I’ll use sooo much each day. Nope, couldn’t get that fabric with that chair. I selected my very distant second choice. I’ve no doubt I’ll continue to feel that very deep disappointment and resentment every day and every time I look at my chair. With such a poor demonstration and lack of clarity in the fabric selection process…it makes me feel like the company either doesn’t care or is trying to pay me back for some imagined slight. Yes, I know that’s my imagination but the demonstration, poor and limited choice of fabrics and the effort needed to make your best GUESS about how a fabric looks, feels and wears is very personal, final decision. These chairs may be a good investment but they aren’t cheap. D. The fabrics are very different with limited to no explanation of what to expect in softness, cleaning efforts and outcomes, how they will stand up to wear and tear. E. I needed and bought a power assisted chair. It has a warrantee. If the power assist breaks down past the warrantee timeline and I’m still in love with THAT chair, will they be able to create a system which will support and allow me to continue to use the power functions? It’s specially important to be able to count on a product which allows you to continue to function for everyone and more vital for the handicapped. I haven’t even received my chair and I’m already worried about, “What if”.My doctors and hospitals have already done everything they can do to help me function as comfortably and effectively as possible. We all know it’s down hill from here. My recliner is my oasis/shelter purchased and created to support my efforts to get through each day.

This all reads soooo negative. I want to be clear, this is a wonderful company, store and product. They make a tremendous contribution to my quality of life! I just feel that companies can become numb to what they and their products mean to their customers. I hope they read their surveys. I hope they see this one as a challenge, an opportunity for...

I decided to spend some money for a lounge chair from what I thought was a good, reputable company. I went to the San Bernardino showroom and requested a solid chair. I'm 6'4" 350 pounds and explained to the sales rep that I wanted a chair that will last. Even though I was very careful not to plop down in the chair, it collapsed on itself within 8 months and is now unusable. I called to start a warranty claim process back in April. They explained that they would have to mail the parts to me and that it would take 1-2 months. After 2 months, I called and they said that the parts were on backorder for another month. I requested to speak to a supervisor and CSR told me that one would call me back, which never happened. A month later I called again and the part still hadn't shipped. I again requested to speak to a supervisor and was told that one would call me back. I received a voicemail a week later from an "escalations representative" to tell me that the parts would arrive by the end of the week. She didn't leave a phone number for me to call back. The parts came today and I immediately called to schedule an install. The representative said I had to pay for the labor because the warranty was up. I had to explain to her that I had called well before my warranty was up. I requested to have an install appointment on a Weekend or Monday or Thursday. Rep told me that they only have Fridays available for the next two months. I decided to take a day off work rather than wait another two months. I have to walk by this hump of garbage every single day. It just sits in my living room, reminding me of how much Lazboy must hate me. It seems like they don't want return business at all. It just...

Stephanie Weber is the sales associate to consult at the Ontario Lazy Boy Showroom. She was knowledgeable about all the recliners' features and helped me select the best fit and features for my body and health issues. I felt no pressure to purchase. Actually having never meet before, we connected on a personal level, exchanged stories and encouragement for one another. As we questioned how our conversation had moved off topic from the chore of selecting a new recliner, I recognized the comfort I felt as I sat in the recliner throughout our conversation. Fully relaxed in the chair and conversing as if I were in my own home, I recognized the chair was a good choice and purchased it. Stephanie's patience and offering of helpful product information helped assure me that I would be just as satisfied with the recliner once I got it home and I have been. It wasn't difficult to pickup, employees loaded the two pieces into my SUV and my son and husband cheerfully unloaded it at home. They were grateful that they didn't have to make a special trip to transport the recliner home, as well as the fact that I would no longer be dragging them along to shop for a new recliner. Having other Lazy Boy recliners and a Lazy Boy couch in my home for 20+ years, Stephanie and I giggled over my concerns that I'll grow tired of the new furniture's appearance long before it functionally fails. I'm tired of looking at the early 1990's pink floral couch, but the wrapped spring cushions and fabric haven't failed. They cushions still sit nice and tall having served as our daily family couch...