La-Z-Boy Centennial — Local services in Centennial

On July 24, 2021 my son bought me a recliner lift chair from the Lay z boy store at 8901 E County Line Rd. Centennial CO 80112.We were given a delivery date of October 15, 2021. The chair arrived early and was delivered on October 8, 2021. We had a 2 hour window from 2:30 pm to 4:30 pm. At 4:45 pm I called to find out where the delivery. Skylar answered the phone at the store and called the drivers and told me they were running late and would be at my home by 4:55 pm. They arrived at 5:15. I understand that people can run late but a simple phone call to inform me of the change of time would have been the professional way to handle this. The 2 delivery people, no names were given, arrived with the chair and tried to bring it in assembled. After a few tries they decided it would not fit and disassembled the chair. They were both incompetent and comical to watch. During the installation they damaged the fabric on the seat of the chair. Something I was not aware of until they had left. Per the bill of sale, they did not give me a chance to inspect the chair before they left. I called the store as soon as I noticed the damage. Skylar told me that the service department would call me in 2 days to a week and I needed to give them the service ticket number when they called. I asked him why I had to give them the service ticket number since they called me and would already have the ticket. He lost his cool and became very frustrated to the point of sounding like he was seconds away from crying. I asked to speak to Kate my salesperson and he connected me. Kate told me not to worry and she would order me a new chair and to keep the old one until a new one arrived. She informed me that Dana Barbour, the General Manager, would call me and make an appointment to come out the next day. My Barbour arrived on time and inspected the chair. There were 3 major damage points on the seat. 2 were about 1.5 inches long and appeared to be scuffed through the top layer of the fabric. The third was 3 inches long, 1/2 inch wide the looked like a tank track had been run over the fabric. Mr. Barbour was condescending and arrogant as he explained to me that they could not leave the current chair until a new one arrived. He downplayed the damage as inconsequential and repair was not needed. He did offer to pick up the chair and refund my son's money. But I needed the chair. Having recently lost my left leg I could not stand up from a regular chair and needed the lift function. When I recounted my experience with the delivery people, Skylar and Kate his response was "You want me to sell you the chair, order the chair and deliver the chair by myself"? We went back and forth about his need to know his people were less than professional and he could not fix what he did not know. He spoke to my son on the phone and offered him a hundred dollars off the cost of the chair for the damage. At this point I was tired of his attitude and concluded the meeting. I will say that My. Barbour was very pleasant with our dog. It would have been nice to have him be as respectful to my wife and I as he was to the dog.

My wife and I own 3 lay z boy recliners. My son owns 2. I wanted a Lay z boy power lift recliner from Lay z boy because up until now we always had excellent service for the local store. It is unfortunate that they no longer seem to want to stand behind their product. There is no excuse for Mr. Barbour's attitude or his attempts to downplay the damage to the chair. If I did not need this chair I would have had them take it back and refund the money. My wife, my son, and I were very disappointed on the service we received after the sale Caveat Emptor, Let the buyer beware. They appear to want your money but do not care about after the sale. For the record this chair cost my son $2364.89 before the $100.00 refund.

TL:dr The General manager is arrogant and condescending. He not interested in what is best for the customer. Approach...

This is going to be a little bit of a lengthy one for me, I've been shopping for my forever chair, recliner specifically, and I've been to every furniture outlet in the Denver region, and La-Z-Boy furniture, it's just on another level with the ability of customizations that you can get for yourself, building yourself a new chair basically from scratch! The chair I just purchased will be a one-of-a-kind chair, I'm 6'1- 228lbs and I need a minimum 69 inch fully reclined recliner that's also a wall hugger, that also has an independent headrest, backrest, footrest, and lumbar support, in the softest leather that you ever put your hands on, I was able to sit in the chair in my picture with that leather on it and it was incredible, and they were able to do all this into one package! The picture shows what my chair will look like when it shows up to my home, but that chair is actually a swivel rocker and I don't want a swivel rocker, but you can see how they can take that body and put it onto the frame I want. You can take any frame/body that they got and add any of the features that any of their other chairs also come with, including over 400 different fabrics and leathers, it's incredible! Of course the caveat being that you can add anything you want to the chair but you don't actually get to sit in that chair until it gets built and I will not actually get delivery of that chair for almost 2 months or more, so there's a bunch that you got to take on faith. A quick Google search will tell you that lazy boy is one of the top five furniture manufacturers in the world so I'm pretty confident they're going to get it right, and I got the best warranty that they offer to so if they don't get it right, they will repair it or let me make another selection, I'm going to get a brand new freaking chair out of the deal either way. I know people don't want to have to pay these exorbitant prices for furniture but let me tell you man this is the chair that is going to take me to the end of the road! I'll be sitting in this chair for the rest of my life and I'm 59 now, but like I said nobody else has the customization options that lazy boy offers and the service and the staff at this Lay Z a Boy that I went to was exceptional, it wasn't too over the top and it wasn't too little that I wandered off and went somewhere else you know. You just want that perfect level of attention and they know how to deliver, do I think I paid more than I wanted to? I think I did, it actually took me 24 hours to commit, with a 30% down payment, they give you three days before they will charge your account so it's nice that you have the option to "on second thoughts" yourself. Do I feel like I'm getting my money's worth? absolutely. Now my review will have addendums for when I actually get the chair, I haven't got it yet so I haven't even sat in my chair yet, but I'm confident that it's going to be one of those...

Cheerful pleasant staff there to greet us upon arrival. Had exactly what we were looking for. Hoping our purchase is delivered before Thanksgiving 🙏

Well, since placing our order, Oct 18, 2019, I have to change my rating. I am not pleased with having to do this because I do not like negativity, but here it is. Also, it’s the principle. At the end of the day, it’s not a heart or lung....it’s furniture, for which they are in the business of selling.

While I realize LazyBoy is the ‘middleman’, I am disappointed with the 12 week (yes THREE months) timeframe to acquire furniture from the manufacturer. I have purchased quality furniture elsewhere and the MOST I have had to wait was two weeks. While they did tell us this upfront, we were also told that it “shouldn’t take that long”, that that timeframe was actually more for the set that had a different top to it. From a customer service standpoint, no one from the store, anytime during the 12 week waiting period, could give specific information on delivery time from the manufacturer to LazyBoy. When the furniture finally did arrive at the store, it was yet an additional 10 days for them to deliver to my home, which took place January 28, 2020. On top of that, I was informed that the delivery will be short one chair. Oh, and on top of that, they did not know where it was so the manufacturer had to send another one out. I was told it would arrive February 9th. Here is no surprise, it didn’t. I then receive a call that the store will provide a $50. credit for the inconvenience. L O L!!!!!! Seriously?! On a 2,000. product? On February 19, 2020, I am informed that the manager has authorized a $150. credit. Well bless your heart! On February 21st I am advised the chair is in if I would like to pick it up or have it delivered. You would think they would delivery it the next day. You would also think I would be ecstatic to go pick it up, but after all this time and frustration, I opt to have it delivered. Guess what?! It will be delivered almost a week later, February 27th. So one month to receive the 4th chair. Whoa!!! We are now at 19 weeks to have our full order. Oh! and when they called, they asked ME how much the credit was to be credited to my credit card. I’m sorry! You didn’t make a note of that on my file?! LazyBoy! You are the first line to the customer. You may want to look into having a better manufacturer relationship to include just in time inventory, product delivery times to the store, ongoing product tracking at every step and empowered customer service. Just as important, I hope you recognize the gravity of the situation. Unfortunately for them, I will purchase additional furniture elsewhere. They have now lost out on sales of a whole bedroom set, dining room pieces, hallway and basement pieces. I would not recommend them for home furnishings due to lengthy product delivery schedule and minimal...