La-Z-Boy Austin — Local services in Austin

Poor quality furniture, poor sales and follow up process and a scam of a warranty

I purchased 4 pieces of furniture a couple months ago from this LA-Z-Boy location, expecting that it would be a high quality experience all around, as LA-Z-Boy is (or so I thought) a well-respected and globally-recognized brand.

Everything went OK at first, and the salesperson was helpful. As we progressed on with the process and I made an order and then made a few changes to my order while waiting for delivery, the whole process started to feel a bit more like buying a used car than buying premium furniture.

The furniture arrives and of the 4 pieces I took delivery on, there were issues with 3 of them - having 75% of the pieces arrive defective is insane for a company that charges this much for furniture. Unfortunately I only noticed the defect on one of the pieces within the 3 day return period so am forced to deal with their terrible warranty process for the others (more on that later).

I also called the store and asked for an updated invoice. This was a business purchase, so our accountant needed a full breakdown of the charges. Throughout the entire sales process, trying to get an itemized receipt or invoice for what I was buying was like pulling teeth - they kept acting like it was a strange request. My belief is they were just trying to talk about the total cost and not let me see how anything broke down - they didn't include any invalid charges, but not being transparent with the invoices was a huge red flag to me.

When asking for a final invoice they seemed confused as to why I would want that but agreed to send it to me via email. What I received via email was a spreadsheet with info manually put into it. Not an invoice. Not a receipt. Not anything with a LA-Z-Boy company letterhead. An Excel they filled in with my charges. I'm dumbfounded not only at how unprofessional that is, but how they didn't have a proper one to send me.

Now, onto the warranty process for my other 2 defective items. Their warranty process is a joke. There is no portal or other means of officially filing a claim. The official process is "Call Yolanda at X number, leave a message and she'll call you back" Seriously, that's the process. This worked "OK" to get a technician out to look at the chairs and order the parts needed.

I needed to call Yolanda back when the parts arrived to set up an appointment for repair. I called last week and waited close to a week with no answer. Called back this morning and left another message. She calls me back today claiming she called me back and left messages last week - I have no record of a call or voicemail from her.

They won't be able to send someone out to service the chair for an entire month. This is meant to be my wife's nursing chair and she is likely to be in labor at that time. It would also put it at 2 whole months since I originally initiated the warranty process of "calling Yolanda".

2 months to get a chair repaired that arrived defective, under warranty. This is also the saem warranty they try to sell you an extended version of in the store.

THE ABSOLUTE BIGGEST SCAM OF ANYTHING RELATED TO THIS STORE IS THE EXTENDED WARRANTY. Their warranty has been frustratingly poor and difficult to use and I'm still in the standard manufacturer's warranty - I would be irate if i had actually paid for the extended warranty. I'm also willing to bet the majority of salesperson's commissions come not from the chair but from the warranties - making me even gladder I didn't spend more on something that is of almost zero value.

To recap:

bad sales process similar to a used car lot 3/4 pieces arrived defective Low quality furniture that arrived defective (and has particle board underneath) Unable to obtain a proper invoice and was provided a "spreadsheet" invoice Warranty process feels like we are in the 1980's in terms of making a claim Warranty repairs will take a minimum of 2 months from start to finish Who knows what sort of...

Lebco Industries, (dba La-Z-Boy Furniture), Austin, TX.

I purchased two recliners from the La-Z-Boy store in south Austin on Saturday, September 28, 2019. I paid a 50% deposit with my credit card, was told by the sales rep that the chairs would likely be delivered in 5-6 weeks and the balance would be charged to my credit card upon delivery.

On Monday November 11, I received a call on from the store notifying me that the chairs were scheduled for delivery on Saturday, November 16 which would be 7 weeks to the day after the order was placed. The delay in receipt of the chairs was an inconvenience, but what I consider unacceptable follows; I was told that I needed to pay the balance that day or the chairs would not be delivered on the 16th. I explained that I had been told the balance was to be paid on the day of delivery. But the store representative informed that was not the case and that I had to pay immediately or the delivery would not be made.

To avoid a further delay, I paid the balance so my chairs would be delivered and requested that the customer service manager call me so I could register a complaint regarding the lead time misinformation and their collection tactics, both of which I consider unprofessional. I did not receive the call I requested from the customer service manager. Again, unprofessional.

Update #1: After a seven week wait for the delivery of my two recliners, I must say I am very disappointed. The arms on one of my new recliners is wrinkled. It appears they did not draw the material tight enough during construction. It looks awful. I called customer service who is sending a technician to look at it. The problem is I will have to wait another 2-1/2 weeks for the technician to show.

Update #2: The technician showed 2-1/2 weeks after I requested the service call. He was here for under 10 minutes, took some pictures, stated that someone would call me regarding the next step.

Update #3: It's now been a week since the technician was here and I am still waiting to hear from customer support in the hopes they will fix my chair. I have made several calls to La-Z-Boy but I am only able to leave messages.

Update #4: This is unbelievable. I finally received a call from La-Z-Boy service (1 week after the technician was at my home). They stated that the inspection showed no issues with the recliner when in fact there is. They told me they would do nothing about it. This is preposterous given the severe fabric wrinkling on the chair arms which were present upon delivery and have gotten worse since. Take a look at this picture and judge for yourself.

I filed a complaint with the BBB who indicated that they requested a response from Lebco by 12/31/19. No surprise, there has been no response from Lebco.

I suggest you reconsider purchasing any product from Lebco. Their customer service is terrible and their product is not much better.

Update #5: It's now October, 2020 which is over a year since my purchase. Lebco was to have responded to my BBB filing by December 19, 2019. They did not respond until now. Ridiculous! In typical fashion, Lebco responded by stating that there was nothing wrong with the chair and they would do nothing about it. What the heck is going on? This is a defective chair and they refuse to do anything about it. I followed all the rules and they refuse to fix their product. Again, I highly recommend that you drive right past the La-Z-Boy showroom and go elsewhere for your purchase. These people are not customer centric. They will happily take your money and not provide...

We were pregnant and in need of a gliding chair to be used when the baby arrived. We had a timeline we needed to be sure to meet, because we needed the chair before the arrival of the baby. The salesperson assured us it would arrive before our due date which was 9 weeks out.

A few weeks after placing the order, we called to check on the status and they told us the order was now scheduled to be completed in 18 weeks rather than the communicated 9 weeks. We asked to speak to the store manager about the substantial delay which was twice as long as what we were told. He picked up the phone in a defensive tone and before even discussing the issue, immediately started pointing to fine print in the agreement that essentially grants the store the ability to deliver the furniture whenever they want, regardless of what they told us when we placed the order.

We asked if there was anything they could possible do for us given the bad situation we were now in with the newborn and no chair. Could they provide a loaner chair, expedite the delivery, provide a discount, free pillow, free scotch guarding, cancel the order and refund the deposit etc? He said they would do nothing for us and simply continued to mention the agreement fine print. We were finally able to get him to concede to call the factory and ask for an expedited delivery. He said he would call me back in a few days with an update.

It's been over a month since that conversation and we have still received no updates, no chair and no contact attempts from the manager. I don't know when we ever will ever receive the chair. I would much prefer to cancel my order and buy a chair somewhere else. I may have to take the store to small claims court unfortunately.

I understand that things happen in production, but the unprofessional, unhelpful and combative tone taken by the manager is completely unnecessary. Rather than try to understand the situation and provide assistance to the customer, he hides behind the small print and takes an adversarial approach. He has also completely disregarded his commitment to follow up with us.

If you value customer service and a level of professionalism from those you do business with, I would recommend shopping elsewhere. There's too many other options to do business with a store that is run like this. Once they get your deposit, they couldn't care less about you as a customer.

P.S. I really wish I would have checked these reviews prior to placing my order. It seems mine is not an isolated experience.

P.S.S. Sent Michele an email 6 days ago per recommendation of the owner. Have not received any sort of follow up or reply. There seems to be a recurring...