La-Z-Boy Draper — Local services in Draper

I am writing this review to express my disappointment and concern regarding the handling of my recent order with La-Z-Boy Home Furnishings & Décor. We placed an order in November 2024, utilizing both the complimentary interior decorator service and the expertise of their sales representative, Travis. Our order, which exceeded $20,000, included three couches, two area rugs, and one fully furnished living room. Unfortunately, the delivery process and subsequent communication have fallen significantly short of our expectations. Below is an outline of the issues encountered: Initial Delivery Attempt (Early January 2025): o We were informed by Travis via a call approximately 10 minutes before the scheduled delivery that several items had previously been inspected and failed inspection, with several items found damaged. I never got answers on why we were finding out just before the delivery. I felt this was a tactic to just accept the broken items. o Travis explained that the team had performed touch-ups on the damaged items and that the items would be left at our home with a promise to order replacements for those that failed inspection. o I agreed to this arrangement on the condition that all replacement items would indeed be provided. Second Delivery Attempt (February 1, 2025): o We received notification that our items would be delivered between 10:00 AM and 1:00 PM. o Despite our anticipation of a fully furnished room, no delivery call was received, nor did the delivery occur. o Upon contacting their team, I received a text message from Travis indicating that the delivery had been canceled and that he would provide further explanation later. o Subsequently, Travis left a voicemail stating that the same table that was broken on the first delivery had been broken during the second delivery again. He further stated that we should have been notified that the delivery was canceled and apologized for the lack of communication. I explained that the lack of communication had forced me to incur additional expenses for someone to be present during the delivery window, thereby affecting my planning and our time. o Travis apologized and mentioned that reimbursement for the inconvenience would be processed; however, this matter remains unresolved. Unresolved Replacement Items and Refund Request: o I have yet to receive any clear communication regarding the replacement of the damaged items. When I inquired, I was informed that a manager needed to approve the replacements. I was told on Monday that the manager was out of the office and would return on Tuesday, but I have not received any follow-up communication to date. o Additionally, I have requested a refund for the table that was never delivered. Despite previous assurances, I have not received any updates or resolution concerning this request. o I was also made aware that several accessory pieces were sold above retail value, which further contributes to the feeling that our order and concerns are not being prioritized after full payment has been collected. This experience has raised serious concerns regarding the integrity and commitment of La-Z-Boy Home Furnishings & Décor to its customers. The repeated communication failures and lack of follow-through on agreed-upon solutions have left us feeling used and undervalued. I kindly request that they provide a detailed response addressing the following: • A confirmed timeline for the replacement of the damaged items. • An explanation for the repeated failures in communication and delivery. • A resolution regarding the refund for the table that was never delivered. • Assurance that similar issues will be prevented in the future. I trust that they will treat this matter with the urgency and seriousness it deserves. Should I not receive a satisfactory resolution, I will be compelled to escalate this complaint through the appropriate consumer protection channels and I will update this review. If the complaint is resolved I will delete the...

I bought two swivel recliner chairs and I can’t sit in one because the seam folds over on the seat. The seam is so thick it presses on the back of my legs and puts them to sleep. The arms have an overhang and I keep breaking my fingernails. I have had an in-house technician come and tell me it needs to be reupholstered, he can see the problem. No callback after he came so I called customer care and they told me from the pictures everything looks fine. They suggested I have a virtual visit. The first thing this technician asked me was, is there an extra pad on top of the arms. So he could clearly see the problem with the overhang on the arms. He took lots of pictures and I used a ruler to show him the overhang on the arms and the bunch up fold over on the seat. The other problem with the chair is I was told we could add the glider but it only goes 180 degrees. Well mine only goes about 150. I have a 270 degree view. Also I have a problem with headrests that push my head forward and down. Now I am being told that adding the swivel will push the chair forward. In a way I’m glad the chair is pushed forward because if I recline it all the way, I feel like I’m falling out now. The chair we tried in the showroom didn’t feel anything like this chair. I called comfort care again today and was told both technicians said seams lay flat and nothing wrong with chair. I guess they agree with the customer but write a report to appease the company. Only thing they can or will do is put a wedge in a spring somewhere. Anyone want o but a chair real cheap. I can’t use it, my family can’t use it as a recliner, and I can’t use it to have a conversation or look at my view in my house. I feel I’ve been lied to through out the sale, trying to get repaired or exchanged for something else. The store doesn’t even have a manager. One comes in from another store, but I can’t even make an appointment to talk to him or her. I have bought custom chairs and recliners before. Never had a problem. I WILL NEVER EVER BUY FROM...

Nice in-store buying experience and potentially nice furniture. However, the warranty repair and customer service are terrible! I understand the universal order and shipping delays, but I want the quality and so I paid and I waited. A top-end recliner was delivered broken in February (this is after the first wait from October). It's now September and not only will they not fix my chair, the company they hired threatened me! Not a physical/violent threat, but said to never argue with the technician else they will blocklist me and never fix the chair. 2.5+ hours waiting on the phone just to get them to say "hello" with each phone call, they say they are so booked out that they don't have a date to offer me, and when they do schedule it's for more than a month out. A repairman came and said they need to order parts. Fine. I got the parts and called for the service. Horrible phone wait times, and horrible long delays waiting for my appointed date. Then the guy came and said they didn't book enough time and he needs to leave and come back later. Then more horrible wait times (call and booking). then a new guy comes and declares that the first guy was mistaken and was incorrect, and that something else is wrong and new parts are needed. Parts come but it's again a nightmare to get them to answer the phone or to come. The guy came today and didn't have any tools. After what I've been through he says he still won't fix it because he doesn't have tools? I said to go buy them. He refused, and said to not argue with him else they will blocklist me. That's either a threat or some form of blackmail or extortion. Feels like they're jerking me around until the initial...