Beware. La-Z-Boy sells their furniture thru franchise stores and thru corporate owned stores. The Cocoa/Sharpes store is owned by a franchisee. Thus, if you are dissatisfied with a purchase, any remedy will hinge on the store manager/owner's, willingness to resolve your problem.
We bought two leather recliners, two cloth covered sofas, and a leather theater recliner sofa from this store. However, we found the two mechanically operated recliners to be unsatisfactory because of the excessively noisy mechanisms. We also received two poorly constructed sofa cushions that were unsightly. Consequently, we returned to the store within three weeks to address our complaints with our salesman. For the two recliners, we requested to exchange them for similar quiet powered chairs. His response was essentially "no" -- the store is not in the used furniture business -- once delivered, we own them and any exchange would have to be on the basis of unrepairable chairs under the warranty terms.
Under the warranty (bought the extended for all of our La-Z-Boy purchases), the repairman came to our house and inspected the recliners. Subsequently, he replaced the defective sofa cushions. For the two unsatisfactory recliner chairs, he found nothing he could adjust or repair -- only showed us how the noise could be somewhat reduced by the way we could shift our weight and by firmly holding back on the lowering arm. While this might help with some, it does not help for our guests or for us (80s). Shortly later, the leather seats on the theater sofa started deteriorating with the dark brown color layer flaking off. While addressing that leather failure issue with replacement seat cushion assemblies, the repairman, at our request took another look at the two unsatisfactory recliners. Again, he verified that he could not adjust, or repair, the chairs to reduce the excessive noise or excessive arm effort required to lessen the noise. In short, if we were dissatisfied, we needed to buy the same model equipped with powered motors.
We returned to the store multiple times to seek a solution. Our thought was for us to sell our chairs and to buy new powered models from the store. Of course, we realized that by disposing of our almost new recliners that we would incur a loss. We were prepared to do that, but we asked the store manager, Erika Benbow, to order the replacement chairs at a discounted price -- not at a loss to the store, but only at a deeper discount than normal for the public markup.
Thus, we thought that, while we would absorb the loss for the unsatisfactory chairs, the store could, at no loss, lessen our outlay by stepping up with a special discount. The response by Erika Benbow was initially a paltry 6% discount off the floor price. Later, after we continued to complain, that discount was raised to 10%, or we could take advantage of one of their sales events, such as Verterans' Day, which would have better prices.
Bottom line, regardless of our loyalty to La-Z-Boy by buying their furniture several times since the 1960s, or in recognition of our large purchases at this store, the manager would do nothing more than treat us as a new customer walking in for the first time to buy recliners during a sale promotion. TOTALLY UNSATISFACTORY!
Of course, we will now take our business for replacing our recliners to the local Orlando corporate owned store. We have delt with that, and other corporate owned, store before with satisfaction. Our mistake was that we bought from the Cocoa franchise.
That said, the quality of La-Z-Boy products have noticeably declined in recent years. The excessive noise for our mechanical recliners is primarily the result of a design change that is cheaper to manufacture. The sofa cushions have been replaced with marginally acceptable cushions. The theater leather seats were replaced. A second replacement is now needed for one seat. Caveat...
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