La-Z-Boy Cherry Hill — Local services in Cherry Hill Township

After being very happy with the purchase of a reclining sofa back in 2018, I decided to make the purchase of a loveseat. The process of ordering was very smooth.

I was notified about my delivery date and happy that it coincided with my move to my new apartment. On the expected delivery date, I was notified that delivery would not take place because there was an issue with the loveseat. I did not get the message until mid-morning because I had no internet until around 9:45, which is when the Verizon tech completed the hookup service.

I then got a text from the store manager stating he was trying to call me. I never got a call. I called the store and neither the person who answered the call nor the manager knew why the loveseat was put back on the truck, but I was assured someone would get back to me with an answer. This was Thursday, October 2nd. I waited, waited, and waited.

The following Monday I called the store, still no answer as to why the loveseat was put back on the delivery truck. I called the next day, again no definitive answer. I told the sales associate I felt I should be compensated in some way and was completely frustrated because I had company coming for the weekend.

Two days later they finally had an answer for me and the issue was some sort of tear in the back right side. It was suggested I receive the loveseat and a tech would come and repair it. The other option was receive it and a whole new back would be ordered. I told them I preferred the latter.

Finally, 13 days after the original scheduled delivery date, I got my loveseat. I should mention I also ordered a $1,000 rug. When the delivery men came, they were great. Jose, the driver, inspected the back thoroughly and said it was perfect. He made a call to corporate and told “Amy” he could see no signs of a repair and that whoever fixed it, did so perfectly and the order for a new back should be cancelled.

Needless to say, I had to reschedule my company. Knowing that I was receiving the loveseat that day and all the frustration I went through, it would have been nice to get a call from the store to checkup with me. Finally, the next day I heard from someone. I, for the third time, mentioned some sort of compensation for everything I endured. I was told “I’m working on it”. That was two weeks ago, and nothing.

This experience left a very bad taste in my mouth, and Jim Fairman, the store manager, will not get any recommendations from me. The amount of money I spent is irrelevant. This is not the way to treat any customer, let alone one who was pleased enough with a prior purchase to return to make another...

While my husband and I had a great experience in the store back in June and purchased our new couches during Covid, we are STILL waiting for them. We were told it would be 10 weeks - fine. We know the couches are specially made and during this crazy year, we understood. But 10 weeks came and gone.

I called after the couches never showed - having given no update by the way from La-Zy boy. We were told the delivery was pushed back until “Sept 15th plus or minus 10 days.” Fine. Not happy, as we just moved into a new house and due with our first child where I would love to be reclining on our couches, but fine. We accepted it.

Then Sept 15th came and gone and we got an email saying it wouldn’t be until mid-October! I am now 9 months pregnant and just want to sit in a couch! So I responded about what they could do to make this right for us. No response. We were beyond mad and extremely disappointed in the response we NEVER received back - and while hearing other furniture companies were at least refunding money for any late deliveries.

Then we got ANOTHER email saying it would be an additional 2-4 weeks on top of that! We still cannot believe this - even during Covid - a 4 month delivery and the lack of customer service. So I called again. Stephen answered and was nice at least and understood our frustration. While telling us he would refund us our delivery charge, he at least made us feel a little better.

Going on 4 months without receiving our couches is absolutely absurd and we wish we went to purchase our couches somewhere else especially Bc this pregnant woman is beyond uncomfortable. But we appreciate stephen’s customer service. We just hope we actually receive the refund. Will be checking each day.

Would not recommend lazy boy...

Against my better judgement I let my wife talk me into going here for our new furniture. They talk a pretty good game and have lots of choices and mix and match stuff and the pitch was pretty good. We were able to make changes we wanted to as everything is customizable which is nice. The issue arises when your brand new furniture shows up creeping and wobbbling like it was put together by a group of Elementary school kids. Good thing they also over sell their wonderful customer care division to handle all of their issues. Oh, nope this is just yet another over promise and under deliver as they really aren’t affiliated with their customer care division and can’t really help you when their fix actually won’t fix the problem. So you fight with them until they finally send you replacement parts for your furniture that sit around for a month while you wait for your appointment to finally come. A robot calls you 3 days before to confirm your appointment date and time and you wait some more. Welp our service date and time just passed by without a single call from anyone to say we’re running late, we need to make a change, can we reschedule, nope nothing!! So I guess the fighting to make sure we get a quality product will continue. 5 payments in and our furniture hasn’t been comfortably used the whole time. Bottom line is buyer beware!! If you want an over promise and an under deliver this place is certainly for you!! I for one will never give them any of my hard earned money...