La-Z-Boy Lansing — Local services in Delta Charter Township

It's unfortunate, but I'm not sure good customer service exists anymore. We spent a lot of time sitting on furniture, talking with the staff, asking questions...we were pretty sure we knew what we wanted, but needed to go home and measure. Lucky us, La-Z-Boy had someone for that! We went home, moved our current furniture into the configuration the new stuff would go in just to make sure we'd like it, a week later the measuring lady came and measured. We ordered our sectional. All was great! Three-ish months later, it's delivered... First words from the mouth of the delivery person..."you have too much furniture, this isn't going to fit". But how? She measured and told us exactly where the furniture would end. They bring in a few pieces and we started to see he was right. When he brought one of the ends in, and I asked about the recline function and we found they had flip flopped the ends, so we asked that they return it to the store. In talking with the store, they were unwilling to help AT ALL unless we paid 30% restocking fee because "we signed off on it". They weren't wrong, we did. BUT... We had described EXACTLY what we wanted to the measuring lady, including the end on the left and the end on the right side of sectional. Sadly, they don't record the order that way. Instead it is described as left (the one you're SITTING IN with the arm on the left), not looking at the furniture and left end vs right end. We agreed to keep the notably more expensive "right" end, if they'd fix the "left" one that they screwed up (& we'd pay the difference) AND to keep the single piece that made it "too much furniture", but fit according to their measuring person. Nope, you must pay the 30% restocking fee. We asked for good customer service on ONE PIECE of furniture and ate the cost of the other two. Called and ended up at corporate who could only make recommendations on our behalf, but since this is a franchise, they don't have to follow the recommendation. We now have an unfinished sectional with a piece too much for our space and our total cost grossly inflated since we now have to pay 30% for the piece they screwed up and order the correct, more expensive piece. I'd have loved to tell them to shove the whole couch where the sun don't shine, but I refuse to give a greedy company with TERRIBLE customer service 30% of an entire sectional.

Please... Save your money. I was ready to be a La-Z-Boy customer for life, but now will sadly NEVER shop there, nor recommend anyone else shop there, again. It's unfortunate, but I'd rather shop ANYWHERE...

Service in the store was ok and prices were high, but I was willing to pay for quality. I went with a power recliner and picked it up almost 3 months ago. I have had them out four times already for repairs. The customer service rep told me the chair was being over- used and is only designed to be used 2 to 3 hours a day. Really? You spend over a thousand dollars on a "top of the line" piece of furniture that has a recommended daily usage? I also told the sales reps that I was having rotator cup surgery and I need the chair before that to sleep in. The service rep also said they are not designed to be slept in. If that's the case, why was that never mentioned by the sales team? This is my third lazyboy purchase in 20+ years and likely my last. My new chair will probably only make it to the end of the warranty year. Not worth the price!

UPDATE- Jan 31m 2019- QVC has a Today's Special Value Lazy Boy chair and the company rep and host keep talking about how you can "sleep in this chair, live in this chair and use it to recover from many different surgeries". Interesting when the company reps all told me the opposite- that it's not medical grade, should only be used for 2 to 3 hours a day, etc. They will say anything to make a sale but they do not back it up with quality.

UPDATE- it took 12 months and 12 repairs for a corporate tech to come see the chair and declare it a lemon! Something with the cold molding that was done incorrectly. Then I had to return the chair and wait months to get my money back. This was my 4th lazyboy boy purchase, the most expensive and MY LAST LAZYBOY. The service was horrendous everytime I called with another broken chair issue. Literally had pieces falling out of the chair multiple times.

Chair continues to have problems. I have found screws coming out of the bottom twice (three screws) and have had repairs done 7 times already in 9 months. This was the first and last time I buy a La-Z-Boy power chair. It has been nothing but a waste of money and time.

FINAL UPDATE: After a year of problems and a constantly broken chair, they sent someone from the manufacturing team. He agreed with me that this chair was a lemon 🍋. Said it was an issue with the cold molding.

The kicker, they made me return it to the store, and I had to wait a couple of months to get a refund. I had NOTHING BUT PROBLEMS with the Lazyboy Corporation. I'm done with them....

Let me be honest. I would have rather waited for the pandemic to clear and supply chains to get back in order before buying new furniture. But a necessary move and a worn-out broken sofa that I can barely tolerate sent me shopping and hoping. La-Z-Boy in west Lansing was one of five stores we visited and they got off to a good start by the combination of a friendly low-key approach letting us just browse and take measurements, make notes and a product line-up that just seemed to suit us. They were not the cheapest but, in furniture, quality is definitely linked to price. Overall, I judged their prices to be fair for what you were getting and a good match for us. On my second visit I chose to ask for Morgan S as we had observed her working with other customers on day one and were favorably impressed by her easy-going and attentive style. She was a good listener and determined to satisfy. Morgan was a top-notch design and sales consultant all through the process and helped me to find the right fabric for my Amanda sofa and even patiently guided me through dozens of swatches for the contrasting pillows. I couldn’t be HaPpiEr with the ultimate choices. So happy that I elected to add on a lovely ottoman to go with it. It was more than I wanted to spend, but making me happy seemed important and she found a way to get to my price limit. I appreciated that and will look forward to doing business with her and La-Z-Boy (a strong Michigan company) again. Our forecasted delivery timeframe is between Thanksgiving and Christmas. I am sure they are hopeful, yet I am realistic that the current environment is fluid and it may be missed. But I will patiently wait knowing they are doing their best. It will be worth it. Until then, I remain hopeful and can confidently...