La-Z-Boy Asheville — Local services in Asheville

Update 2. We have now been told that every order is a special order and they don't stock case goods in the warehouse. Also, we have to accept the table or we will get charged a 35% restocking fee in addition to paying for the table. We asked them to call us to set up the delivery they have yet to do so. They point to the contract for every question we have. But, we had to sign it to get our in stock furniture. We trusted that our salesperson was honest. We moved here with no furniture. We would have never agreed to purchase furniture that wasn't stocked let alone waiting 10+months for it. Also it's just a table with NO chairs. The chairs won't be here till Dec...that's 13 months for a proper table, that we don't even remember what it looks like. This is a very sad situation and sad that they continue this business practice. Update. Lauren (store owner) asked me to email her, I explained the whole story and she said she was going to look into it. But what she meant by that is telling Mr Lowe to contact us. He denied getting our original email but yet he's been working on finding us a table all week?? We explained we had no interest in doing business with lazboy and he basically said it doesn't qualify for a refund or return bec it's a custom order and just bec there are delays we can't cancel the order. However, at the time of purchase it wasn't custom bec it was in stock at the warehouse. If it was in the warehouse it wasn't custom. Also, we contacted the warehouse about 2 weeks after the couches arrived and they said they dont even have our table, that it was on backorder. So we were 100% sold lies from the beginning. The table was sold to us as in stock however according to the warehouse it was backorder. Corporate says the franchise could refund us any time they wanted to. The fact is they are scamming people. People are trusting this franchise bec they make it seem honest. But it is obvious the goal is just selling the furniture not actually providing the product. I don't normally do reviews but I'm hoping that by providing this info someone will think twice before purchasing.

BUYER BEWARE!! We purchased 2 sofas and dining table with 4 chairs in NOV 2021. At the time of purchase we were told everything in the store they had in the warehouse. We were given a delivery date for the items before we left the store. The couches were delivered on time but 10+ months later were still waiting on the table. We were told that we had to wait 10 months for them to fix the situation or return our money. Our 10 months are up. We have asked for our money back and have received the run around again. Finally, we were told to contact J. LOWE via email to discuss a refund. He never replied to the email and a follow up email. This is the REGIONAL MANAGER. This is the person who we were told held all control of the situation. The person in charge cannot even respond to an email. How is anything gonna get resolved if they dont even call. We have also contacted corporate and they said J. LOWE would have to respond. Mr. LOWE doesn't care about his customers AND neither does lazy boy corporate. If the corporation cared they would have ensured that the franchise was being run by a person of integrity. Instead we are paying for something we don't even have. If you want to purchase something and NOT receive it then absolutely La z Boy is the company for you. This is a horrible company and horrible customer service. Corporate can through it back on the franchise owner but at the end of the day the franchisee is a reflection of the values and morals that the company holds. Like I said if you want to pay for something that your NOT receiving then la z boy is the company for you. Otherwise go to rooms to go, the salesperson was upfront and honest about when the furniture would actually...

We bought furniture in Sept with the promise of production and delivery between 3-5 weeks. This was a material fact that made our minds up to purchase the product as we have NO FURNITURE. After 4 weeks, I called the automated line and discovered an updated delivery time of Nov 18th. So, then frustrated I called the store and was told not to worry that information was incorrect it will be delivered within that 5 week window. Then the hurricane hit and store closed. However, the updates kept being pushed further and further out despite the production taking place in a state that had no hurricane effects. I contacted the warehouse since the store was closed and shared my frustrations and asked to cancel the order and they promised to have the regional sales manager call me. This didn't happen. So today, many days later I call the automated line and the furniture is now set for January 8th. So from here I call the store, since it has now reopened, and our sales rep was nice but could do nothing accept explain to me there was a fabric delay and its a custom order so it cannot be cancelled. He was polite and I don't doubt personally empathetic but he is bound by their guidelines. Their policy was inflexible and unable to address the fact that we were deceived more than once with false promises as to the time of delivery. This is despite our many attempts to get more information and being misled at each of those interactions. So be warned this is a private franchise and La-z-boy cannot intervene in the resolution process. We found that out the hard way. Spend your money wisely and don't assume spending top $ at what should be a top service establishment will result in a good experience. It will not.. at least not here. A franchise buys the image of the franchise it purchases and those positive traits are projected on the store and unfortunately the business practices you might expect to be attached to the name do not apply. Thanks for reading - if you are on the fence with making a purchase then I recommend that you jump off quickly and go some place else.

PS EDIT - after reading the reply by owner below.

Another example of a feel good "training moment" to make sure future customers might feel valued using our poor experience as training. See how responsive they are? A smoke and mirror attempt to seem like they care. A life time of retail leadership has taught me this brand of corporate speak. To translate - there is no ownership of what happened on their end nor are there any plans to make it right but thank you for sharing your feelings. Comical! Oh and we won't call you but if you want to discuss further then by all means go ahead and call us and we will listen. At this point we will rather take our lumps and hope this review prevents someone else getting the same poor treatment. Hopefully there will be no other issues. We should have read the YELP reviews as there as so many similar...

I waited to post this review thinking I was overreacting in the moment, but after many months later, I still think about how terrible of a buying experience I had with this company, and in particularly, the Asheville store. I ordered a partially "custom" couch (flipped chase from one side to the other). All seemed ok while shopping and purchasing, but once the ink was dry for purchase, customer service was terrible from sales associates to the distribution center. I genuinely feel bad for the field technicians as I'm sure they catch the frustrations that the sales team have proven to ignore and avoid. I called Chris, our salesperson, and the store multiple times when estimated delivery kept being pushed back, and inquiring about our faulty product, and was met with a combination of unanswered calls/messages/avoidant responses/and false information with promised follow-up which never happened- I always had to call again. When the couch finally came, only part of the couch arrived as the "custom" part wasn't ready and they "wanted to correct a part." When the delayed section of the couch arrived, the reclining mechanism was compromised and didn't work like it was supposed to. Unfortunately, we did not realize until later in the day. ALWAYS CHECK EVERY SINGLE DETAIL OF YOUR FURNITURE BEFORE LETTING DELIVERY PEOPLE LEAVE. A technician did come, eventually, and said that an entire piece was missing. Luckily the technician was able to fix this for us, but as I read other reviews, I see we were very lucky to get this fixed when we did and without additional costs.

I chose to purchase with La-Z-Boy because of their reputation and claimed lifetime warranty. I've never really encountered a stereotypical sleazy salesperson like you see in the movies (Matilda's dad comes to mind), but those are the feelings I have when I think back to my experience working with Chris. I absolutely hate to call this man out, because it's not usually my style; however, he made promises to continue working with us while we waited for our furniture and even with the "lifetime warranty." When I reached out to him via the number on his business card and by calling the store, he was nowhere to be found, and he certainly didn't return a single call. I felt my only option was to go to the store and confront him in person, which I was pregnant at the time and very much did not feel comfortable doing so. Chris, also, wouldn't let me add my husband to the lifetime warranty, because my husband and I don't share the same last name... He said I would need to will the couch to my husband if anything were to happen to me, which seemed like a really odd thing to say. I absolutely dread the day I might have to use the lifetime warranty.

The couch is nice, but honestly, nothing that special. I wish I would have spent more time reading these reviews and shopped around with other companies. I will never purchase through...