La-Z-Boy Charlotte — Local services in Charlotte

Worst delivery and customer service experience...ever! Do not expect any form of service in regards to the delivery of your product. They advertise a big window of delivery times but just know that they have set a set time frame for your area. No variation. To anyone who works and cannot take off an entire day to accommodate them...you must do Saturday delivery. Well for 1 thing they call the day before to assign a time.. I have an appointment which was booked a month before and was not about to cancel. You know...other retailers allow you to schedule times. I gave them a Monday-Friday availability for anytime after 3:00...anytime!!! I was told that I was inflexible and that I needed to pay a $75 additional delivery fee so that they could accomadate my oh so difficult schedule.

They have lied about their scheduling with admitting then recanting delivery times and policies. I supposedly spoke to a supervisor one day then was told there wasn’t a record of it the next. Employees made completely inappropriate statements which included commentary like “I am more empathetic than my boss and I can give her your number but she won’t call you back”. That was on call number 1. I also told several people to not call me before 3 due to work. My job really does not lend itself to random phone calls. I received at least 6 calls before 3...not to mention their automated scheduling system trying to schedule me for times I wasn’t available for...3 times.

I finally called the manager of the store...after having spoken and been given a complete run around by the delivery service. No lie...totally upset, annoyed and angry by this point. Instead of allowing venting or empathy he just played the repeated tune of not my department and I am not dealing with you. So essentially this manager isn’t able to deal with any situation that is difficult or unpleasant for him... I think this experience has been a bit more unpleasant for me...FYI.

Eventually, I came across a corporate care liaison service... I will say at least 2 of the members tried to help and seemed to get how ridiculous the situation was. However, the delivery service’s response was the insane $75 delivery charge. Petty, snarky typical Lazyboy attitude to this nightmare. The “Care Department” offered to pay half...kidding me?

Not once (except for the customer care Department) did anyone from Lazyboy say I am sorry you feel or perceive that we are not meeting your customer needs...how can we make this right? Instead, it was obstinate, heels dug in, line in the sand. Lazyboy has your paid product that we are going to now make you beg for. I could have paid a kid with a truck $50 for a delivery that I am 100% sure would have been better than this service joke!

So now it will be 2 Saturdays and God’s intervention to make this delivery happen. I don’t know what or how that will go down...not looking forward to. Sadly, I should be really excited about this purchase. I used a work bonus to obtain. Lazyboy has made it clear that their customers personal and work time is of no consideration to them. Their customer service outside of the product sale is absolutely meaningless! Never ever will I deal with this company, their employees and...

I wish 0 stars was an option. Let this serve as a strong warning to the predatory behavior of La-Z-Boy and horrible customer service. Long story short- we were told an item was $4459.92 and after signing and paying, waiting for our delivery, we were told in an email “I have a little bit of bad news” that two pieces were accidentally omitted on the initial invoice and the additional price would be $809.99 and $939.98. = 1749.97 MORE. They have refused to refund us and almost 3 months later we do not have the item because we do not have the almost 2k more they are demanding. Luckily, everything is documented in email.

Prior to purchasing the unit I sent an email 11/27/24 confirming the total price of all the components. I received a response from your associate “it is $4459.92 for all the pieces" We signed and made the purchase 11/30/24 Total price with delivery was $5253.57. Received an email from the sales associate on 1/3/25 “I have a little bit of bad news” that two pieces were accidentally omitted on the initial invoice and the additional price would be $809.99 and $939.98.

I have had multiple phone calls and emails with the team including the general manager. After weeks of back and forth they lowered the price once, twice, and eventually they agreed to absorb the remaining cost. That was on 1/14/25 and that "All we need to do now is set a date for this to get delivered and installed.” However, that is not what I asked. I asked for a refund for the units as it has been almost 3 months since we made the purchase. Additionally, I cannot believe they would ever expect or ask this of a customer. I was just informed 1/28/25 “ I will go ahead and place that order for the remaining missing parts” so obviously the additional parts haven’t been ordered.

I was put in contact with Jonathan Carter Lowe, MBA | Executive Vice President of Sales who was incredibly rude, never one apologized for the inconvenience or error on their end. " The terms of our customer order policy we are not able to provide a refund." Which is hilarious because the additional parts WEREN'T EVEN ORDERED at that point.

It is honestly predatory that Lazyboy would confirm a price with a customer, have the customer sign and pay for that price, THEN is told they actually need to pay an additional 2k and there is no other option because the parts are non-refundable. The amount of time I have spent rectifying this situation has been ridiculous. I should have never received the email 1/3/25 telling me “bad news” I had to pay nearly 2k more, nor should I have had to spend countless hours on the phone and email for lazyboy to agree to provide the furniture AT THE ORIGINAL PRICE PROMISED AND SIGNED FOR. I understand mistakes happen but the response from the team was inappropriate and disappointing. Shame...

Everything with this location and business as a whole was great until you start questioning them about their failure to deliver/dutifully fulfil a contract.

I strongly urge all new potential customers to understand that La-Z-Boy will, more often than not, say what needs to be said to get you to sign on a purchase. I had a past order with La-Z-Boy that totaled around $3,000 for one stock item and two custom recliners that went fairly well except for the back end pick up of the items. The front end was good so we came back. we quickly set a custom couch order and wine serve for around $5,200. Long story short, we ONLY purchased said wine server as it was "in stock - ready to ship" for delivery in 3 weeks. its been 2.5 months and they can even tell us where it is. after checking up week after week, even the only order tracker no longer updated. Ken and CiCi at this location then changed their tone.

Now, after the sale was made, we were locked in! even when the company isn't meeting their contractual obligation to deliver agreed timeframe. Ken promptly explained that "fine print" rules says that even a premade, stock item like the wine server has 10 months to be delivered, regardless of previous discussion or dare I say...lies. Point blank, they said "no refunds" for the wine server after I insisted that we be allowed to walk away as they cant even tell me where it is currently. Ken proceeded to utilize the ole "shipping issues of 2021 thing" and how bad it is after saying Kincaid is 2 hours away from Charlotte. Btw, I was told it was shipped a month ago...I guess the drivers stopped in Gastonia for lunch 3 weeks ago and forget to keep working.

Ultimately, he didn't care. my assumption is people are blasting them weekly about the complete lack of transparency and borderline disregard to uphold their end as a business. obviously, their contracts are written by business lawyers to best negate any potential lawsuits due to this, but Ill be looking at my options starting with the BBB and my family attorney. Ken, where's the integrity?

I think its critical to understand what you're paying for here and its not as simple as you'd like to believe. I strongly urge people to hold off on purchasing furniture from La-Z-Boy until they've caught up on their orders. I strongly recommend you documenting every interaction as I have to protect yourself down the road.

AND: imagine paying $1650 on a beautiful solid Maple wood wine server to have these sticks on the drawers...and they can't be removed. Seriously? 3 stickers...