La-Z-Boy Costa Mesa — Local services in Costa Mesa

I purchased an electric La-Z-Boy recliner in early February. The sales lady Tania at the Costa location was wonderful. However, when the chair was delivered, the delivery drivers didn’t even give me a chance to test out the chair before leaving. Two minutes after leaving, I called the delivery driver back to tell them that the chair squeaks/grinds when you recline it past a certain point. Also, the seat itself is so soft that my booty goes below the lumbar back. They told me I had to call customer service. They were still in my community and wouldn’t come back and pick up the chair. I had to wait a week and a half to do a virtual appointment with their warranty department and he indicated that they will only replace the seat. But the seat should be replaced within 7 to 12 days. I didn’t hear anything from La-Z-Boy, so then I called, they said it would be shipped out March 1. I called again on March 6 and was left on hold with no answer from La-Z-Boy customer care. I called again on March 11 and she had no ETA And would escalate it to her supervisor on getting me a new chair not a new seat. She said she would call me back by end of day, no call. I called again on March 12 and spoke to a nice lady named Jennifer and she said she will , see what she can find out And that she would call me by either end of day or the following day. Today is now March 13 and I still do not have a replacement chair. Jennifer called me back and That lazy boy won’t even replace the chair. They will only replace the seat. Jennifer indicated that they have no ETA on the replacement seat. They told me it could be a 45 days, but not really sure. There’s no leather available for this particular chair. They only offered me a $300 credit, which I will only receive once the chair seat is replaced. Not only that they don’t even deliver the chair seat, it is shipped via FedEx, Which then I have to call La-Z-Boy back and schedule somebody to install it. I don’t recommend buying any electric furniture from La-Z-Boy. The WORST customer...

I purchased two identical leather recliners from the Costa Mesa Lazy Boy Store on March 20, 2019. I was told by the sales associate the chairs would arrive in 4-6 weeks. That timeline was also in writing on the purchase agreement. On May 1st, 6 weeks from purchase date I received no communication from Lazy Boy so I called the store and was told the chairs would be done by May 20th (9 weeks from purchase). Again, no call from Lazy Boy on May 20th so I called on May 21st and was told that one chair was ready but the other chair would not be completed until June 3rd (week 10). Never heard from Lazy Boy on or after June 3rd so I called again and was told the chair would be done on June 20th (week 13). No explanation was ever given by the store for the delay. On June 24th (week 14) I received a call from Lazy Boy to schedule delivery. However, the earliest delivery date was July 3rd (week 15). On July 3rd the Lazy Boy delivery truck arrived with only 1 chair. A mistake was made at the warehouse where they didn't realize I had 2 chairs. I told them not to unload the chair as I needed both chairs and wanted to compare them since they were to be identical. I had no confidence at that point that I would ever get both chairs. Finally, I received delivery of the 2 chairs today July 6. For those readers counting along with me it took 15 weeks and 3 days to receive both chairs. Now the chairs are very attractive and quite comfortable, so no complaints there (that is why I gave 2 stars). However, the entire process after purchase was horrible and receives no stars from me. I will never buy from Lazy Boy again unless the item is already existing in the warehouse. I will never again order a piece of furniture to be manufactured by them. They may produce quality furniture but their customer service/communication and commitment to timelines are deplorable and...

I called in advance to confirm the piece I was looking for was on the floor. I did have to call 3 times before a salesperson finally answered, but I’m OK with that. This was a busy weekend for the industry. When I arrived the salesperson I spoke with, Tanya, was unavailable and all other salespersons were helping other customers. When the first person was available she immediately found me and provided assistance. She was kind and helpful though wanted to defer to Tanya so as to honor the phone call. Tanya was helping another customer, but as soon as she had a moment to break away from those customers she greeted me, answered some questions and indicated they would take a team approach to assist so as to not cause further delay. Both associates were very helpful and answered all my questions about the piece I was interested in.

I was taken aback when I learned my piece would not be delivered until Dec 2021 though I learned this is somewhat common in the industry at the moment. Despite the delay I decided to purchase the piece. The transaction process was relatively quick and the contract is short enough you can read the entire document without feeling overwhelmed. It was nice to only have to pay for a portion of the cost since I’ll be waiting 3 months to receive my order.

Trusting in the quality of the furniture was the primary reason I purchased the piece though the excellent customer service truly solidified my choice. It’s comforting when you feel good about a decision to make a large purchase. The entire sales staff was friendly and the associates genuinely seem to care for one another despite being in competition. As someone who is super-competitive it was refreshing to see a team approach in an individualized...