La-Z-Boy Bel Air — Local services in Bel Air

We bought multiple couch sets, lazy boy recliners and a 6 chair dining room set from this store on September 10th 2023. Our dining room set came last, and on delivery day had a huge crack on the bottom and one chair had a huge grease stain on it. We refused delivery and it went back to the factory to be remade. We set delivery again for December 22nd-23rd. On the 23rd I called the store and asked about when the delivery would arrive, the manager informed me that there was some type of miscommunication from their team and the delivery was not set (2 days before Christmas). The manager was very condescending on the phone, and kept asking me “ok, what do you want me to do?”. After a lot of back and forth he was able to get delivery set for the day of December 27th. On 27th the delivery driver tells us he doesn’t even want to take the chairs out of the truck due to their condition. He pulls out two chairs (which were suppose to be new, coming from the factory after the last refusal). I’ve attached the photos to this review, the chairs were in abysmal shape. They had huge scratches and gouges all over them. And the previous dings/damage have been horribly “fixed”. They used what looks like red, yellow and brown stain to cover the damage. This was after waiting almost two months after the last refusal. The delivery driver opened the table and immediately pointed out numerous scratches on the table. I’ve attached photos here as well. We thanked the delivery driver, and refused delivery. We decided to go to the store and and speak with manager. We went to the store and asked to speak to the manager. We were having a civilized discussion with our sales woman. She became very defensive, and then began shouting at us and became very aggressive. We asked to speak to the manager and she said he was busy for the next 1.5 hours (???). We said okay we’ll wait. Then she suddenly started shouting at us, saying “leave now or I’ll call the police”. We were incredibly shocked by this reaction by this once pleasant saleswoman. We said we weren’t leaving till we spoke to the manager. Suddenly the managers previous 1.5 hour obligation disappeared and he appeared. Again he was being condescending and dismissive to us. He kept rolling his eyes and saying “what do you want me to do?” We spent about $13,000 on furniture, waited patiently for 4 months for our table and this is the customer service a customer will receive? We tried to show him the photos, he dismissed us by saying “you bought the table for 50% clearance, you know that right?” We can’t believe our ears. At this point he still try to insulting us. So we suppose use $3000 to buy some chairs like used? And also why we waiting for 4months for the table.this is make no sense. His attitude just so bad and just straight to say “I can’t do anything about it. What I can do is reorder it and you guys have to wait two more months or I can refund the table money for you guys. “ we buy this purchase the main point is the dinning table so we just don’t fell like buy different stores so we buy couches here too. But after four months waiting he telling me refund the table money. So my wife said “ ok if you want to refund to us. Just refund everything ,we don’t want to couches anymore too “ and then he just said “oh no I can’t refund those. Those don’t’ have any problems “and suddenly he just changed his tone to kinda “friendly” to ask us to show the pictures. Once we showed him the photos immediately changed his tone and said “okay, yeah that’s bad. Do you mind if I take photos of these to send to our team?” In the end, no resolution was made. Just again waiting for them to reach out whenever is convenient for them. The saleswoman made my wife cry in the store, really treated us like dirt. My wife is Asian and couldn’t help but feel this woman was discriminating against her. It’s really unfortunate you spend so much money with this company, and this is the service and treatment you get. I would really recommend going to another store for your furniture, especially people of...

It is telling that there are almost the same 1 star reviews as 5 star reviews, and this is no exception. We purchase a sectional couch with the warranty part in august 2023 and additional pieces in December 2023. As of today, all of the back cushions have declined so there is very little support which also makes the couch look very shabby. In addition, we have a puncture on one of the pieces, a tear on another, and the fabric on the back cushions are pilling. I contacted the warranty company which responded that the wear and tear was reported on 7/9/25 with a reported damage date of 4/1/25, so the claim was denied. This reported date was taken out of context. I told them that I couldn't give them a specific date because wear and tear doesn't really have a date. The punctures and tear in the fabric, I also didn't know when they happened exactly, because we had the couch covered in protective cushions. However they said they couldn't file a claim unless there was a date. This just seems like a good way to make sure people can't use the policy. I called the store and customer care who said they can replace the cushions, but they would charge me for the parts and labor because it was out of the 1 year Lazy boy warranty. Finally, the people I spoke with did not know much about any of this process because they all kept telling me to get the serial number off the couch, which is on the bottom of the couch, and I asked why it wasn't part of my sales ticket. They did not know. However, I finally did confirm that the numbers on my ticket were in fact the numbers that they needed. The only thing I was asking for is to ship me new cushions for the back, but even that is too much for Lazy-Boy to do without me paying for them (why would I spend MORE money on a cushion that in all likelihood will only last a couple of years?) All in all, very poor customer service, and a couch that has failed after 2 years. I have been a Lazy-boy customer since the early 90's and I can tell you it ends today. I would never trust this brand again, and the...

I’m doing this review on behalf of my husband. This is his version as he told me.

“ This LA Z BOY recliner is a game changer (back saver) after my back surgery. After trying several brands at other local stores and one from Amazon (we are keeping that one—too heavy to return), I finally visited our local LA Z BOY store in Bel Air, Maryland! Best decision I made in a long time! It was three days before my back surgery. Hospital stay was approximated by my surgeon would be 2-4 days. The young and very knowledgeable (and quite personable) sales associate,Mr. Ian Gillies made me feel at home in an otherwise huge but beautiful and bright (clean and organized) store. He knew when to disappear to make me comfortable and (be myself) without the pressure of selling and reappear when I felt confused choosing among the array of recliners to choose from! A very patient young man! He will be an asset to whatever company he will be in the future! The recliner I eventually ended up choosing after going back and forth between the last two recliners is the best recliner for me! Thanks to Ian whose knowledge and patience helped me make sure that I will have no regret with my choice! And the delivery date he promised was fulfilled! The recliner (now my comfort zone) was waiting for me when I got home from the hospital. It was one of the best gift that I gave to myself! Thank you, LA Z BOY and Mr. Gillies for my...