La-Z-Boy Columbus — Local services in Columbus

We started our purchase the end of June during the process of buying our new home. The salesman we had told us our furniture would be in within 6-8 weeks. So at the 6 week period, I started calling, only to find out the salesman did not order the head/foot board for the bed we had picked out. I continued to call to check the status, at one point I was told that some furniture would not be in until the end of November. I stated I was not waiting that long for the furniture. They (Interior Designer, Owner Susan Evans, and Store Manager) kept saying it was due to Covid. I am in healthcare and I told them I was tired of hearing that. We put everything on lay way since we were in the process of purchasing a home and we did not want anything on credit. We paid cash for more than 10k worth of furniture. I finally had the owner get involved. She started out helpful then she turned terrible. Every time we had a piece of furniture delivered we had to pay an additional 20 percent on the layway. Susan said the living room furniture we had picked out was a very popular and that is the reason it was on back-order. I opted to go with something different and less popular. When that came in, I decided I did not want the coffee table since I did not want our living room to be cluttered. She laughed and acted mad. During this whole hassle , she (Susan) gave me a "crystal" bowl that I could have bought on Amazon for $35. At one point we were going to cancel the entire furniture purchase because of the constant misinformation we were receiving. We were about to order another piece for our sectional , which was going to be over $500, when Susan said oh we found a piece of your sectional in the warehouse. We were delivered a kitchen chair that was damaged and we notified Lazy Boy when they delivered the rest of our furniture at the end of September. We have it some time before calling to check the status of the replacement chair. I called three weeks ago and asked to speak to the manager, who ever answered the phone said she would have Marlin (manager) give me a call. I asked for him not to call between a certain time-frame as I was going to be busy. I never received a call back. I called today (12/12/2020) spoke to Marlin to check the status. He stated that he had to check with the Warehouse Manager/Owner because there are notes that he could not see. He also stated that he never got my message, whether he did/did not is a mute point. He said the owner was not there on Saturday, which I said I know and he could call her at home. About 30-45 minutes my husband received a call from the warehouse manager-Brandon (I think) stating that our replacement chair just came in at the first of the week, so It won't be delivered until Tuesday of next week. Had I not called we would wait until next year or until eternity to get our chair. Apparently they have an aversion of calling their customers when their furniture comes in. Oh did I mention we spent way more than 10k? Terrible customer service.. We will never buy anything else from them. Haverity's will be getting our business from now on.

Update....I only become extremely verbal/rude when we felt that we were being brushed off. Never did i say I was being over charged. We were never explained that every time we had a piece if furniture was delivered that a percentage had to be paid...being rude was our only option when we felt that we were being brushed off....not to mention they didn't deliver all pieces of our sectional. Today 12/15/2020.our replacement chair was delivered in a pick up truck and not wrapped that was captured on video. But I guess that is alright. Covid is an issue and we understood that however but when told a time frame we expected our furniture within that timeframe especially after spending 12k for the amount of furniture purchased. We now know notnto do...

Our sales person was helpful and friendly, but he sold us a chair that was much lower in quality than what he demonstrated on the showroom floor. Here is the information I sent to the manager when they asked for a review:

Back in September of last year I was shopping for a birthday gift for my husband. What we had planned to do fell through so we were kind of scrambling, my son and i. We remembered that my husband's chair was old and in need of replacing so we went to Rooms to Go but did not find what we were looking for. We decided to try La-Z-Boy but my experience with your store is that the prices for the furniture are out of our range. But we thought we might catch a sale. We went in with a very specific request for a recliner that was available that day in the $1,000 price range, give or take one or two hundred dollars. The salesperson checked his database for available stock and showed us a couple of different chairs. The specific chair he sold us was not on the floor but he showed us one that was just like it, he said. I sat in it and it seemed to have the support required along with the color and style we preferred. It ended up being about $1,300 but we decided to go with it. We had to pick it up from the warehouse downtown. My husband was happy with the gift. However, after a couple of weeks I sat in the chair and just sunk all the way in, there was no support there anymore. When I went to recline it, the movement felt like wood on wood. I asked my husband about it and he said that yes, he had noticed that the quality was not up to par but since it was our gift he didn't really want to say anything. It was truly unacceptable for any price. Last fall was busy time for us. I work in politics and he works on Fort Benning. However, eventually my husband called up to the store because after looking at the receipt he saw that there was a guarantee on the chair. He was told that he would have to bring the chair back to the warehouse and then they would repair it. It did not seem to either of us that this chair would be able to be repaired because it did not break. It was just a very poor quality piece of furniture. Plus, as busy as we were and with the holidays approaching, we just didn't prioritize it. We figured that we were stuck with it. Neither one of us were satisfied with the offered remedy but to be honest, it just didn't make the priority list of things to do at the time or we may have brought it to one level up in management to see what could be done. It was so disappointing that such a low quality chair was even being sold at La-Z-Boy and it did not make us feel confident that it would be remedied properly. After the holidays ended and we started to move forward in 2023, we regret not taking the time but it just seemed like too much time had gone by. So when I got your text yesterday I figured I would see if there was a person on the other end of the text and not just an automated system. If I was to have left a review yesterday, I would have said that the initial salesperson was friendly and helpful, but we were disappointed with the quality of what we purchased and the suggested remedy being a repair and not a replacement. And because of the low quality of the initial chair, would the replacement even be acceptable?

• UPDATE: the manager reached back out and suggested that we deliver the chair to the warehouse and they would try to fix it. I asked whether part of our warranty included someone to come pick up the chair, and I haven't heard anything back. I don't think I will buy from this...

There are several parts to this review so I'll start by saying that the extra star is because they did have what I was looking for. I was looking for a sofa that needs to work in more than one space. I have a client that will be using in his home but will be downsizing to a tiny home so size needs were specific. They had one that works, great.

I found the sofas that would work on the website and then went in with my client to look at them and test them. The one he particularly liked online was below his price point so we were happy about that. However, NOT all stores offer the same prices and promotions. They also do not price match the website. I guess by default the website chooses a store location, it is not an online corporate inventory and price list so be aware that the price reflected online may not be accurate. The employees seemed like they had no idea. The sofa in the store was $130 more than online. When I inquired about this I was told that's not the case and they had the lowest price available. I was then told I needed to screen shot where I saw such a thing and text it to the sales associate. Wich I thought was very unprofessional and I really didn't want some random sales person having my number. My client and I chose an upgraded fabric making the sofa $250 more than online (meaning the next closest store to my location). They did finally take some money off the total but my client still paid more than expected.

Please don't go here expecting actual design services! I don't know if the designers hired by La-Z-Boy are required to have credentials but it doesn't seem like it based on the service. I am an ASID Interior Designer and I found the "design service" to be far from adequate. I was asked several questions but never actually helped. Infact the "Designer" found me a sales associate to help with fabric selections. Not the person that should be helping with that. I had a tapestry that we were matching and the suggestions made by the sales lady did not complement the piece at all. I'm not upset about that, I'm very good at what I do and didn't need the help. It's the fact that the "Designer" wasn't even trying to do her job. I feel bad for the people that really want/need design help. Do yourself a favor and hire an Interior Designer that has gone to school and will make you...