La-Z-Boy Fort Collins — Local services in Fort Collins

We ordered our couches in Mid-August 2020 from La-Z-Boy Fort Collins and were given a 2–3-month delivery time, which would mean our couches would deliver around or before Thanksgiving. Thanksgiving came and went, and we heard nothing. I gave the store two weeks to reach out and let me know what was going on before I called the store to see if I could get some answers. I left a voicemail on their answering machine and when I did not hear back that day or the next, my husband and I trekked back into the store. We spoke to a woman who told us that our actual expected delivery date was the last week of December and said, “its right here on the paperwork”. Which made us feel a little hoodwinked because we were told by our salesperson 2-3 months. The woman then told us that “It’ll get here when it gets here”, “you’ll know when there here before we do” and my favorite “please be nice in your review”. She told us if we had any other issues to call and not come into the store. She also gave us a “customer service return” of 160 dollars, which we accepted. Now I know that in this time of COVID, factories are operating on minimal staff, materials are scarce, and everything is just taking a bit longer, so I was willing to be patient. Christmas and New Years came and went with still no communication from La-Z-Boy, so again, I was planning on giving them another two weeks until I happened to drive by the store and see a bunch of signage stating “everything must go! Store remodeling sale!” I got home and my husband and I decided to call the store where I again left a voicemail. This time I also hunted for the paperwork and texted the cell phone number of our salesperson. That night I received a call and a text back. The message I received on my phone was that one piece had arrived but the other had not, it was slated to ship out in a week but “you know shipping! It’ll get here when it gets here.” The text I received back spoke of how they were down salespeople and how the couch was on a truck, but it could be weeks(!) before they see it. Which made me wonder, was it due to ship out or had it already been shipped? Two and a half weeks later I finally received a text that our couches had arrived and as instructed I called to schedule our delivery; I was told delivery would be a few weeks out but that she would call the next day to schedule once that warehouse team had gotten back to her. The next morning my husband received a call that our scheduled delivery window was the next day (a Friday) between the hours of 9am and 12pm, my husband expressed his frustration that we both work and could not take the next day off with so little notice. He was told that she would call him back after reaching the warehouse staff. Later that day the warehouse manager called my husband asking if a delivery window of that Saturday would work, 10a -12pm. My husband said sure and we were good to go. That Saturday morning at 8am I received a call from the warehouse manager asking if they could deliver early (around 8:30am) since they had gotten an early jump on things. Considering I had been waiting 6 months for these couches, I said sure. Come on over. The two gentlemen showed up around 8:45a, had everything installed and explained the warranty in about 15 minutes. These two were by far the best part of this experience. This was not my first experience with La-Z-Boy, it is however my first experience with the Fort Collins store. I am frustrated with their lack of customer service and communication. Thinking back on the “Customer Service Refund” we received, 160 dollars on a purchase of almost 4500 dollars is laughable. I found the delivery department fantastic and thorough. If I could break up my experience into Sales vs Delivery, it would be Sales 0 Stars and...

I did not have a good experience at the Lazy Boy Gallery in Fort Collins. First of all, I didn't feel like I was particularly well treated by the sales associate we worked with. She did look up what recliner chairs were available but wasn't overly helpful. We made our choice and set up the delivery. Then the order was changed to a different chair that had different options that my friend had been told about by a different sales person at an earlier visit. The woman we were working with, because the first sales person wasn't working that day, didn't ever mention the other options that were available. This is all a bit complicated but I don't think that's a good reason for lousy customer service. The delivery was set and I made arrangements to be at my elderly friends home when it was delivered. They told me that they'd call me 20-30 minutes before arrival. The delivery window came and went, no chair. No call. When I called at the end of the delivery window, I was told the warehouse was closed and they couldn't find out why it wasn't delivered. The following day I called the store first thing and was told at first they would find out where the chair was and be in touch before the end of the day. Really? I asked for a manager and made it clear I expected to get delivery that day and not sit around all day waiting to find out where the chair was. I'm appalled by the lack of interest in doing a good job on so many levels at this store. I know that lazy boy recliners are a popular choice for the elderly, I know a lot of elderly people. I intend to warn as many of them as possibly about the Fort Collins store. There are other stores to shop in for these chairs. I think it's the best way to send the message that good customer service from start to finish is not just important but essential. I'll never shop at that...

Stay away from this place! I rarely write reviews, especially negative ones but my experience with this store was awful! I spent around $1,600 on a recliner in 2015. A month or so into it the color/finish was wearing off of the footrest despite the fact that shoes are never worn in my house, and they certainly weren't worn in my new chair. I figured that I had nothing to worry about since it was under warranty... WRONG! First they sent an independent leather repair guy out; he was friendly and did nice work. About a month later his repair was holding up fine, but the premature wear was happening elsewhere on the footrest and seat cushion. I got them to replace the footrest and seat cushion entirely. About 6 months into the ordeal I had color wearing off the backrest and arms, these were replaced too! I had essentially a completely different chair than I had bought originally and then the color started wearing off the footrest again! During the ordeal I was in contact with Kris, the salesperson and Margaret with Service. It's important to note that service is in a separate warehouse away from the store (likely to keep unhappy folks like me away from unsuspecting victims shopping in the store). Margaret eventually stopped responding to me, and Kris was going to try to get approval for me to get a replacement chair (that likely would have had the same issues!) that was a year ago... I never heard back from Kris either. The cost of this whole thing has been much more than the purchase price, every time they sent service out, I had to take time off work to be home during the day. I ran out of patience dealing with this store and their service department. You're probably better off going to AFW, Sofa Mart, Woodley's, IKEA... wherever other than La-Z-Boy. I seriously regret ever stepping foot in...