La-Z-Boy Brookfield — Local services in Brookfield

Sadly disappointed with La Z Boy. Wish I could say otherwise because I had such high hopes and we spent a lot of $$$. Bottom line, Customer Service is lacking. Here is our story.

We ordered a huge 5 piece Meyer sectional, 2 ottomans, and rug during the pandemic 5/9/21. Ordered upgraded "gel cushioning". Purchased the 5 year extended warranty and all. Expensive. But you get what you pay for, right?

Given the pandemic, we were understanding when we didn't get the order until 5 mos. later, 9/28/21. Problems from the start with missing one of the love seat sections of the couch upon delivery. Again, we were understanding. The Corner piece arrived with an unsewn corner, which wasn't discovered for a long time because the cushions had to soften. LZB unwilling to repair the couch under the extended warranty because it didn't occur from one incident, like a scissor or knife cutting the fabric in an accident.

We originally ordered the rounded corner piece (with a rounded back) for the sectional, which we found to be uncomfortable to sit against. Your back doesn't sit squarely against the back of the sofa in that seat, causing your back to twist. Since we weren't happy with the comfort of the piece AND the fabric wasn't sewn properly, on 1/4/25 we opted to order the Meyer "squared back" corner piece. We worked with the same sales person and clearly stated we wanted the same fabric, same color, and same upgraded gel cushioning ... to match the rest of the sectional. We also ordered another ottoman. More $$$. The pieces were delivered 3/1/25.

This new squared corner piece is HARD AS A ROCK. You can't sit on it without your rear-end and legs going numb. Long story short, after consulting with Jill, our local store manager, and Michelle with Customer Care, this is a different "Temperpedic type" of gel cushioning. It is very unpopular given how hard it is. The "gel cushioning" we originally ordered in 2021 is no longer available. We were told to: give it time to soften, keep the room at 70+ degrees, and to have the "warmest" family member sit on it to help soften the cushion. Insane.

On 3/29/25 we had a Customer Care Technician come to the house to verify the corner was made correctly. Since then, we've heard nothing from Customer Care or our local store manager, Jill.

After calling 5/30/25 for an update, Michelle with Customer Care advised they told the store back in April to contact us to "fix the problem" because this is a "comfort issue", not a manufacturing defect. No one has contacted us from the store or Customer Care since our 3/29 appointment. Customer Care told me they would call the store "some time next week", even though we've waited 2 months to hear back from LZB and I phoned in the morning. When I pushed the issue, pointing out that we've waited 2 months and it is still morning, Customer Care said they would look into it and then hung up on me.

LZB is NOT standing behind its products. They are giving us the runaround and seem to have no regard for our happiness with our order. We certainly aren't a priority for LZB given how lazy they are being with remedying the problem. Our local store and Customer Care are "passing the buck" back and forth to one another. Manager Jill said this is a Customer Care matter ... the store just makes the sale. Customer Care said that is a store matter because it is a comfort problem. The only solution to the matter is for LZB to replace the corner with a new corner that has comparable cushioning to what we originally ordered. My next step is to contact LZB Corporate for help. Wish me luck.

8/6/25 Update ... After emailing LZB's CEO, the company agreed to replace the corner piece of my sectional. I'm happy to report that I took delivery on 7/22/25 and it is very comfortable. Thankfully it blends well into the existing sectional. I've updated my review from 1 to 3 stars. The couch itself is very comfortable. The reduced rating is due to the troubles I've had with...

I had a great experience with La-Z-Boy, the furniture is obviously top quality and so my new sofa and recliner are going to give me great pleasure for a very, very long time (as did the recliner that I'm finally replacing after 25 years). The salespeople were extremely knowledgeable and able to answer all of my (many) questions about their products (I'm a very detail oriented person) and so there were no fuzzy answers to my questions or anything at all to make me feel that they had anything to hide. Also they weren't pushy, they left me alone to relax and look around, but were there when I had questions. I had been to some other furniture stores before I went to La-Z-Boy and everything I said about La-Z-Boy was NOT true of the others (not as high quality furniture, not knowledgeable (and pushy) salespeople, and fuzzy answers). I paid a few more dollars than I would have elsewhere, and even had to travel a little bit to get there, but I'm a big believer in the phrase" you get what you pay for" and so I have no regrets, considering the comfort and happiness that I'll get from my new furniture for a very, very long time. Lastly, the follow-up regarding delivery arrangements was excellent as well (excellent communications, etc). All in all, I am 100% satisfied with La-Z-Boy and will go back to them before I go anywhere else if and when I make another furniture purchase. Obviously I'd strongly recommend...

I must first start by saying that Kathleen at the Brookfield CT location made every effort to make things right. However, as much as she tried it wasn’t possible. We places a good size order for furniture and carpets from this location, it took almost a year to receive everything we ordered. We did order two end tables and a coffee table. One table was damaged so we refused delivery. After waiting a number of months we were told we can get a floor model to complete our room until the second table was delivered to the store for us to pick up. We were then notified that the second table was damaged and we cannot get a new table so we are stuck with the floor model. We order four rugs in total which took two separately deliveries to get because the warehouse or someone else did not get the order right. We also order two recliners, both exactly the same, with the exception of one sounding like the springs would pop every time you reclined. It took three service calls and finally the third technician admitted there was a problem, the first two techs said the chair is fine. We just received the replacement part for the repair and now we have to wait another seven weeks for a tech to come and complete the repair. By the time the repair is done this entire process would have taken over a year. Sorry to say I will never make any future purchases with La-Z-Boy, the quality is not there for the...