La-Z-Boy Rancho Cordova — Local services in Folsom

I experienced the same nightmare with La-Z-Boy as the 10,000 other dissatisfied customers in the Facebook group I found. I saw some furniture in the showroom and custom ordered it with the fabric of my choice for a price of $7000 for a sofa and chair.

After paying in advance and waiting 8 weeks, what was delivered to me was visually full of manufacturing defects. I refused delivery and was told it was being sent back to the factory for repairs (later found out it only went to the warehouse).

Soon after, they re-delivered it, but within hours, I discovered that the repairs they supposedly fixed had only been band-aided and the fabric back of the sofa came apart again. Then I sat in it and discovered the cushions were so different from the cozy store model that it couldn't even be considered the same furniture. They were so hard and stiff that it hurt to sit in, not to mention that it was rickety like some bolts had not been tightened and sat way too high off the floor.

Since it was now after business hours, I contacted the store first thing the next morning and reported my issues and was told I would be receiving a call from service.

They proceeded to give me a runaround for 2 1/2 months, including phone calls that weren't returned, service appointments that didn't materialize and the list goes on and on.

In the meantime, I disputed the charges with my bank and documented everything, including a chronological timeline and photos to support my claim.

Of course, La-Z-Boy was trying to get the bank to reverse the credit the entire time. During that time, I was also trying to work with La-Z-Boy to fix the issues. I wasn't trying to get out of paying, I just wanted the furniture that I purchased.

In the end, after getting the runaround for 2 1/2 months, my case had escalated to the district manager, who actually called me one day and told me they wanted me to pay for the furniture in full again before they would make any movements to fix the defects. He was basing this on the credits that had been issued from the bank. I explained to him that the credits were provisional and that as soon as they fix the issues, the bank would reverse them. There was no way I was going to give them another $7000 so now they have $14,000 of my money.

At that time, he told me that if I didn't make that additional payment they were going to pick up the furniture and I said "great!". They finally picked up the furniture a few days later, and the bank ruled the case in my favor and gave me permanent credit.

I urge anyone who's having these types of issues to move quickly. First of all, inspect the furniture thoroughly upon delivery, including sitting in it as well as a visual inspection, and if it's not exactly as you ordered then refuse delivery. If however, you discover something later on then move quickly with notifying them, and not just verbally, but in writing. Deliver a letter personally to the store where you bought it from and don't give up.

Of course, the first line of defense would be to never buy anything from this company to begin with.

This is the absolute worst company I've ever had the displeasure of dealing with. They take your money upfront before anything is delivered and then you're screwed.

As I was told by the attorney that I had consulted with, this is a typical case of companies giving you the runaround for months, trying to run out the clock on your consumer protections. Notifying them on the telephone or verbally does not leave an audit trail that you can use to back your claim. They will talk to you and soothe you and make you believe they're going to take care of everything and then by the time you realize they're not going to, so much time has passed that you can't do anything about it with the bank, and most people just give up at that point, as small claims court can be a lot of work and time...

Well, I wish I could give -5 stars. If you want to pay tens of thousands of dollars and then beg for your stuff to be delivered to you for months, then please go ahead and purchase from La-Z-Boy, particularly, this store.

We went to this store to purchase furniture for our new home. During the sales process, the communication, customer service and everything was just fantastic (obviously). We had explicitly asked them that for the master bedroom, we need a bed that is in stock and can be delivered ASAP as we did not have a bed. We placed our order and that's where the ordeal began. Every time there was a delivery date scheduled, we would get told that the footboard for the bed was not there yet. Their story would change all the way from footboard is still in the warehouse, it is in transit, it was just received but not in time to load on the delivery truck, etc. And guess what, you cannot cancel your order even for the bed which was not even a custom order so you are stuck with them and at their mercy.

Long story short, 6 months later, we finally received our bed. Countless promises were made all the way from the designer's (Anna) level to the manager's level, and none of the promises were kept.

I could write all day about the horrible experience and how everyone's tone changed once we had the purchase agreement and paid the money. Just save yourself the trouble and take your business elsewhere. These are the most unprofessional people that I have ever come across and unfortunately, this was my second purchase from LaZboy with exactly the same result. I didn't learn my lesson the first time and went ahead with this second order. But tens of thousands of dollars later and countless hours spent talking to them on the phone raising my blood pressure, I have learned my lesson will never purchase from these lot again, I'll be taking my business elsewhere.

A special thank you to Anna and Eddie for making this a horrible experience for us and for constantly making false promises and telling lies, the only person who can hold his head high through all this was Daniel who at least kept...

I would give this service a 0 if I could. Bought a sofa and two electronic recliners delivered 11/2022. In late March in returning the chair to the home position with the remote, I heard a big crash. We turned the chair upside down and a black stick like piece of plastic was laying on the floor. I called the store on two separate days on March 26 and 27. No one answered and I had to leave a message. No one returned the call. On 3/28 I got out the paperwork and called an 800 number who transferred me to San Jose, CA. I explained the situation and they said they would order the parts and I would get them in 7 to 10 days and then I should call and schedule the installation. No parts appeared. On 4/8 I went to the store and asked to speak to the manager, Eddie Pastor. He looked it up and then said that he would call me on Wednesday 4/12. I received no call. On Thursday 4/13 I called twice, leaving messages for him. On the second call I reached him. He had done nothing. He told me to call San Jose and said that the stores (or the service) had been bought out. I called and spoke to Naomi (extension 129) in San Jose and she couldn't find the record. I wasn't home so I looked it up and called her and left the info at around 10 a.m. and again just after noon. I left messages to call me both times and got no return call. I called again around 2 p.m. and talked to customer service, Melinda who said that there is no service order and nothing has been done. This is very expensive furniture and the service was non-existent. Hopefully she's really set up a service order and something will get resolved. The store and the service center have both dropped the ball. If I could I'd have them pick up the chair and...