La-Z-Boy Sterling Heights — Attraction in Sterling Heights

Very clean following all COVID procedures. Are salesperson Kathleen was awesome and very helpful. Made the experience very easy for people who hate shopping for furniture. Updating as of 5/20. Took about 5 months to receive furniture which was expected and not a suprise however the complete sectional was not received, was missing the chaise which will be delivered in a couple days. My only complaint is one of the pieces was damaged and It was not explained well how to rectify. I was given a number to call and sat on hold for 35min before talking with someone. The young lady that helped me was very nice however by the end of the call I still had to ask will someone be contacting me and when? Additionally I had to ask for an email confirmation that the issues was logged. It's going on 6 days and I have not received a call. I will update my review once experience is complete. At this point it had been just OK. I will say furniture I did receive is high quality and worth the wait. Updating as of 5/27. Received call last week and was informed our chaise which is last piece of furniture that was left to be delivered was in and would be delivered 5/26 so I arrangedtime off work. I did not receive a call giving me a window time as I did with the original delivery so I called at 11am to find out my window time for delivery. I was informed it was not scheduled to be delivered as I was told. In fact I was advised this piece was damaged as well and they are waiting on parts to repair it. They said it will be several more weeks before I receive it. Additionally I did finally receive call from repair and they will not be out until 6/9 to look at my other damaged piece. So here we sit with incomplete set and a damaged piece. We chose Lazi Boy for their quality and reputation and this has not been a great experience. I will not give the amount paid for the furniture but it wasn't cheap and I expected more. It's unfortunate that an experience that started as above average is going down hill quick. I get that stuff happens but do better Lazi Boy. Update as of 7/16. On 6/9 service came arrived to my house and was very professional he advised me the broken piece was able to be repaired and he would contact me when the piece arrived for repair. I received call on 6/28 advising my last piece of sectional had arrived and would be delivered on 7/1. I was advised I would receive a call the day before with a window time. This call never came so I reached out to the store who gave me some BS about their phone systems having issues and offered me an apology.. On 7/1 the final piece of our sectional was delivered and upon setting it up they discovered one of the studs that connects the couch was stripped and advised he would add to my service ticket and that I would receive a text after they left confirming it had been added. This text never came. So today is 7/16 and I have not heard from anyone so I called to check the status and to be sure the new issue had indeed been added to the service ticket. I was again given an apology and told it was never added. They had no update for me and advised that technician would call me in 2-3 days. We are now going on 7.5 months and still dealing with issues. Apparently they do not care about customer service as I have never had a manager or rep call me to discuss the numerous issues I have continued to have. I love the furniture and each individual has been very nice but lack any sort of information and only offer excuses. Needless to say I doubt I will be shopping there again. Update on my experience with Lazi boy. It is now 5/26/22 and I am still dealing with Lazi Boys lack of professionalism. Since I will run out of characters if I will explain in detail I will say this. Do not ever expect that they will did what they say. Fortunately I have tect message history of all the conversations I have had. Beyond frustrated and will never shop there again. Lazi Boy this is sad and you need...

The short version of this review is that in a very difficult situation the store manager went the extra distance for me and my family, but if you do read the full version you’ll understand why it’s worth a trip to this store if you need a recliner. When I walked in I had a family member who was trying to recover from serious injuries from an accident and was still in the hospital. He was going to be discharged in a day and for medical reasons would be unable to lie comfortably in a bed and the budget we had wasn’t going to cover one of those medical type beds. Sitting upright with some reclining functions was going to be the best option. I had gone to this store last only bc we were on a limited budget and I thought La-Z-Boy would be too expensive. But when all the other stores like Ashley, Gardner-White, etc. proved to have kind of terrible chairs for not great prices I stopped here. Also, nobody could turn delivery around very quickly.

Heather, the store manager, listened to every detail and understood the situation and didn’t waste any time. She showed me a clearance center in the back where items could be taken home that day. I found some near misses in that section and then the perfect chair appeared. It was a custom order that the person backed out of, perfect condition, so many features, plus nice add-ons and retail it was almost a $3,000 chair but it was marked down to $1600. I sadly waked away from the chair bc we only had a $1,000 to spend max. This whole time Heather was asking me questions, trying to find the right chair, respectful of me and the circumstances and generally a saint. She offered me the chair for $999 and when she said she wasn’t really making money on the chair and just wanted to help I believed her. This chair has been a god send. This was not some defective piece that needed to be dumped on somebody. My family member lived in the chair for the firsts two weeks out of the hospital and all the functions were flawless and he was actually comfortable considering his condition.

I know Heather can’t do this for everybody who walks in the door, but please stop here and see what she has before thinking the store is too expensive. And all the recliners here are so much better than other stores in terms of quality and looks. No, she didn’t write this for me or ask me to write this, but I am very appreciative of everything she did for me and this is the only way I could think of to express that gratitude. Just go talk to her, you’ll see this is genuine....

I couldn’t be more disappointed with the level of service from the Sterling Heights store. If I could rate it less than 1 star I would. We bought a sofa and loveseat from La-Z-Boy which had issues and needed to be replaced. The service/warranty customer service was outstanding. We were credited our purchase cost, and had to go to the Sterling Heights store to buy replacements.

We went to the store in late May/June timeframe to buy a new sofa and loveseat. We told the salesperson, Sharita, we wanted a power sofa and manual loveseat -the same as the faulty set we had. We selected new furniture, and were told our credit covered the new furniture, and the sofa was a power reclining/headrest sofa. Fast forward 3 months to September 1, and our furniture is delivered and the sofa is manual.

I refused delivery of the wrong sofa, and called La-Z-Boy corporate. I was told the store had to handle the issue. I called the store, and Sharita couldn’t have cared less and even stated that she told us we would not get the power sofa. This is a flat out lie because we either would have picked a new set, or paid for the type of sofa we wanted. I asked to speak to a manager, and was told there was no manager on duty- which seems odd on a Tuesday. I called the corporate number back, and was told they couldn’t do anything, but would email the store manager and his manager to apprise them of the issue. Now it’s September 7, and I have still not heard from any La-Z-Boy employee trying to resolve our situation. I called the store again and was told the manager was too busy to speak to me and that I would have to come into the store to speak to a manager. For the money the furniture costs, it is not worth your time to go to this store. If you want La-Z-Boy furniture, avoid this store. Go out of your way if you have to, just...