Outlet by La-Z-Boy — Local services in Bolingbrook

Love the product, hate the service. My wife and I purchased a sectional from La-Z-Boy recently and I am surprised at how bad this stores service actually is. We were shopping around and could actually get a better price across the street at Art Van, but discussed that it would probably be better to just go through an actual La-Z-Boy store should something go wrong. WRONG.

The chaise of our sectional arrived damaged and the delivery men told us that they already had notified the store and sent them an email. They told me to call just to be sure and I did and the store advised they would schedule something with a tech who would be in touch within a few days. A few days goes by and nothing. I call the store again and it sounded like they didn't have any record of it, but again said they would schedule someone. About a week goes by, no call, I call the store again. This time I speak with the store manager Brandon who advised that he would look into and would call me back before the day was over. No call. I call the next day and speak with Brandon and brought up that he said he was going to call me back and did not, but I didn't berate him for it, just mentioned it. He didn't apologize, he just said he would call them (service tech) back and see what was going on. This time he advised he would call me back before 3pm. You guessed it, no call.

So again I call the store and this time I speak with Dina(?) can't remember her name but I calmly let her know my frustrations and she apologized and advised she would look into it (but again, they sound confused like there is no system keeping record of anything). She advised that she would call me back within the hour. Guess what? NO CALL BACK.

Finally my wife just submitted a request directly online through the service department and we got a call probably within a half hour. Service Tech came out, nice fellow but said they would need to order a new piece (the back that reclines). Funny he asked me why it took me so long to submit anything, I know he was just doing his job but it was irritating, I let him know all of the issues I was having with the local store and he quickly dropped it. He advised they can order the back piece or I can try and submit for a new chaise. As we are about a month out at this point, and not wanting to have more issues if the back part is wrong, I asked for a new chaise. He advised that would be at the stores discretion but they would be calling me. I guess I never learn, because they never called to discuss it. They only called to notify me that the back part had shipped out. When I asked if it was the back part or the entire chaise they had no idea.

So here we are, about 1.5 months after the couch is delivered, and it still isn't fixed. I called the Service department today and they advised that some of the mechanical parts are still on the way, and we only have the back piece. One would think the local store would have mentioned this.

The parts of the couch that we can sit on are very comfortable and the product itself is amazing, but the local store is in some serious need of training and or new personnel. I don't know how, as a manager in the service industry, you can personally tell someone you are going to call them, and not call them back. THIS HAPPENED TWICE. Then again with another employee.

My wife and I just moved into a new home and tripled our living space. This will be the first and last time we use this store for...

Dont go to this place! I spent a lot of money for a sectional. I spoke with Michelle Patierno the sales woman. She explained I will get exactly what was on the showroom floor, execpt for a Chasie instead of a Recliner. We did not want the recliner, we wanted a chaise.

We got half the furniture within 2 days. We waited 5 weeks for the chaise. When it came in the sectional was a whole middle seat shorter than what was on the showroom floor.

I called to have the problem resolved. The manager Mike had no say so in the situation. He stated, "we will have to wait for Michelle to come in to explain". 2 days later she did, but did not take responsibilty for her mistake. She states, "that she ordered 4 pieces and that's what we got". However, she failed to inform him that my wife and I askeds her three time, "it will be exactly the same size as what's on the showroom floor?"

I have already spoken to the regional manger, Aziz. He was no help and claimed he was losing money. We spent close to $3000.00 for something we did not want. We are missing a piece of the sectional. They want us to pay an extra $300.00 for the...

So my husband and I bought a couch here at the end of July 2021. The associate we had not only messed up our deposit amount, but also said oh there's delays it'll be November when you get the couch. Fine I can deal with that but it didn't actually arrive until February 2022. And get this; the frame started squeaking within a month of us having it and on top of that, the footrest on one side hasn't worked since it was dropped off. I contacted La-Z-Boy within 72 hours of receiving the couch and was told someone couldn't come out until the end of May. I'm sorry, I have an issue with a couch that's not even a week old yet and you're telling me it's going to take THREE AND A HALF MONTHS to have someone look at it to diagnose the issue?? Not even to fix iit just to figure out what's wrong with it. After waiting seven months to receive it in the first place I expected faster service-especially since we paid two thousand dollars for the bloody thing. Never again, the quality isn't there. I'd rather buy from Ashley Home Furniture, at least what they sell is made in the USA. Lesson...