La-Z-Boy Cedar Rapids — Local services in Cedar Rapids

I recently stopped in the La-Z-Boy store in Cedar Rapids looking for assistance. I have an older section and am having trouble putting it together.

I was immediately greeted by Ray! He was kind, patient, am happy to answer and assist me in my inquiries. Bryan and Jonathan came over to further assist! They took apart a sectional and showed me exactly how to reassemble the pieces and even knew the exact screw size for replacements.

I realized that model sectional was only part of a whole. I am missing a piece to my couch and thought it might be nice to buy a replacement piece to make it bigger.

Unfortunately I didn't know the name or exact color of my sectional. Ray, Jonathan and Bryan collaborated to try and figure it out. They were running all over the store with swatches of colors!

I have a giant 100 pound Aussiedoodle and unfortunately he is pretty stinky. I asked Ray if he had any suggestions on cleaning my sectional. He then showed my the special enzyme pet cleaner kit. It is universal and can be used on most furniture. They also had a wood care kit too!

It was my lucky day because they were on super clearance! Normally the kits are $40.00 but they were on sale for $9.00. I bought pet care kits for my sisters too!

Ray then brought over Riley to meet me. She is a custom designer for La-Z-Boy. The design service are completely free and the choices are endless.

Cambrie was a cheerful friendly face to welcome and greet customers and bid them a farewell and and a thank you.

The team at La-Z-Boy mad me feel so special and honestly, I have never had a better shopping experience. I came in with questions and they went above and beyond.

I would love to purchase a new furniture set from La-Z-Boy but unfortunately it isn't currently in my budget. The team at La-Z-Boy could have ignored me. They could have figured out that I wouldn't be buying furniture and go about their day. The could have been irritated or annoyed at my series of questions but they didn't. What they did do is leave a last impression that I will never forget.

I have already made a tennitive date with my friend that is looking for furniture. I told her all about my experience and she thought it sounded fun.

Customer service is so important for a business to be successful. Word of mouth is the best advertising that money can't buy.

I truly hope that the executives at La-Z-Boy realize and value their staff. In Cedar Rapids, Iowa they are making lasting impression, that I am happy to share to the world.

I am not a secret shopper and I am not being paid to write this review. I asked if it would be helpful to write one, it is also well deserved! I think more consumers should take the time to share their positive experiences and that is exactly what I...

Edit: Review adjusted from an original 1 star to a 3 star. Went back to the store to try and get a better explanation. I worked with Ben and he was fantastic. He was able to give me numbers, fabric choices, show me the fabric on items in the store, and walked me through options. Price ended up being about $120 lower than what I was originally told earlier in the week. Thank you Ben, you deserve 5 stars for all your help!

Original: We had a not so great experience last night. We went in intending to make a purchase. The sales representatives were very unhelpful. They could not answer basic questions. Example: "Do you have a chair on the floor with this fabric type on it?" A: "Um, Ah, I don't know, you can just lay the fabric over the chair you are looking at" I later I found a chair with the fabric, it was the iClean, the most expensive fabric type. "Can you show me what color choices does this fabric come in?" A: "You can look at the fabric wall to find them." When it came down to purchase they did not show us the itemized lines to show how they got to the purchase prices, and I am not sure all the discounts were included. Chair is on sale for $650 with upgraded fabric it was going to be $850. We were fine with it because it's what we wanted. Come to find out 15 minutes later that was not the final price, final price was ~$950, again even with sales tax a $100 increase did not make sense. Finally, the sales rep said that the chair was only at the $650 price if we bought that chair with the exact fabric and color, any change of even just the color would change the prices significantly. We walked, we felt like the sales rep could have done a much better job explaining their products and what it was going to cost. Their representatives need more training on sales processes and to be better educated on the products in their store. We drove 40 minutes each way and spent an hour in the store, we would have been better off...

Honestly, the worst customer service I have ever experienced.

Early 2020 we order a couch and are told to expect it to arrive by March. March comes, no couch, no phone call.

We call and are told to expect it by summer. Summer comes, no couch, no call.

We call late summer and are told "no later then September"

September comes, no couch, no call. We call the store several times, are told to come to the store to meet the manager on Thursday, we show up and the manager doesn't show or call us.

A week later we get a call from the manager who promises the couch by December.

December comes, no couch, no call.

Call the store are told early 2021..no couch no call

Call again and get ahold of the "regional manager" who says it's out of his control, they'll discount delivery, which was already part of the deal when we bought the couch.

The couch comes in March of 2021.

Three months into owning the couch the seam on part of the sectional comes undone. We had purchased an extended warranty and call. They send out a rep, who says it's not fixable and they will replace the part of the sectional.

La-z-boy notifies us that the fabric we chose is no longer made and need to select a new couch of similar value.

We go to the store select a similar couch and place order.

La-Z-Boy calls and tells us we need to pay for the new couch. After showing the warranty, they agree we don't need to pay.

A month after picking the new couch, they call and say "there had been a mistake" and we won't get a new couch, they will replace the broken sectional.

So here I sit, two years into this ordeal, with honestly the worst customer service I've ever dealt with anywhere, ever.

They are frequently confused about their own policies, different staff tell us different things, managers are rude and frequently also tell you conflicting things. Horrible communication.

I would seriously recommend shopping anywhere...