La-Z-Boy Alexandria — Local services in Franconia

Overall my experience was excellent but I am only giving four stars. If I could give 4.5 stars I would. I have been a La-Z-Boy customer for decades and have purchased many recliners for myself and my wife. For many years I was always able to get the model I preferred and they held up well. Sure I had to replace the rocker springs but that is no big deal. Up until this year I was able to cannibalize one chair to keep my old favorite going but finally the frame started to crack (about 20 years old) and the cover was getting many holes. Left to myself I would have nursed it along but I was overruled and told (read as directed) to get a new chair. First thing I noticed is that La-Z-Boy no longer makes the model I loved. After hours in the their store trying just about every chair and working with a friendly and knowledgable saleswoman, I settled on a chair. Even decided to go to a power drive and the new wireless remote control. Getting the wireless caused a two month delay as it was just becoming available. Well, it finally arrived at my home and was set in place of my old favorite. The delivery men took my old chair outside as I requested. Once the new chair was set-up and I looked it over for any defects (there were none) and I sat in it for a few minutes, the delivery meant left. My only question to them was "is there an instruction book that describes the function of the various buttons on the new portable remote and the panel on the side of the chair. They pointed to a small booklet hanging off of the chair and then they left.

Well, that booklet provides little to no help on the remote or the chair. I have had to experiment and most things are obvious after sitting in many chairs at the store. Still not 100% sure about a couple of thing though. Then came another surprise that I am supposed to wait 9 minutes between moving the chair parts with the motors to permit them to cool. No mention of that at the store. Again, this is a slight inconvenience but should be clear when purchasing. I also discovered that my new chair is probably eight inches higher than the other La-Z-Boy chairs I have as well as my old favorite.

All said though, I would recommend La-Z-Boy to others. Barely two hours after it was delivered I was sound asleep for a...

Impressed with this store and the customer service. Spent 2-3 hours in here and never felt rushed or abandoned. Michael and the whole floor team provide a great sales experience. The chairs are as comfortable as it gets, with an almost overwhelming amount of customizations. I hope the 6-8 week delivery timeline pulls through without any issues. That is my only concern. UPDATE 4/1/2024: the day after I purchased, within the 3 day grace period, I found the exact same recliner with exact same specs on Wayfair for $120 less, with free white glove delivery, and it was available in stock for delivery within 1 week. I called Michael and asked why I shouldn’t just cancel the order, and place it through Wayfair for faster delivery. He claimed LA-Z-BoY would not honor any warranties through Wayfair. However, Wayfair and La-Z-boy Customer Comfort Care both confirmed that products sold on Wayfair come directly from a LA-Z-BOY warehouse and are covered under the same warranty as if purchased in a LA-Z-BOY authorized retailer. The only key difference is product warranty claim issues within the first 30 days of delivery would go through Wayfair. After the 30 days, all product warranty claim issues would go through LA-Z-BOY customer comfort care, to a specialized Wayfair product team. I called Michael to ask if there was any way they would be willing to match the Wayfair price and delivery time. Unfortunately he informed me that the 30 day price match policy only applies to LA-Z-BOY stores and the website, and there was no way to expedite order times. He offered to cancel the order and refunded me immediately. Luckily I caught all of this within the 3 day grace period. Bumping down one star because I think Michael and his team slightly misrepresented the LA-Z-Boy...

Buyer beware!! The staff at the Kingstowne store are an amazing group of people!! They are friendly, knowledgeable, and extremely patient when helping you make the furniture choice is your dreams. Two thumbs up! HOWEVER, and this is critical! If or when you need service to cover defective items or any warranty covered...the service you receive in the store IS NOT what you'll get in the long run. This company is horrible overall with honoring it's servicing agreement. I purchased a recliner and within five months the seat cushion has started to flatten and the stain guard protection isn't repelling normal stains. When I called for service, I had to go through an unexpected grilling process with two different departments before I could get an appointment with a technician. Once I explained the situation, I was told that in my area, Northern Virginia, service is limited and the first available appointment for someone to look at the furniture to determine what (if any) that lazy boy could do was 35 days from the date of the request.... and that the stain guard protection doesn't cover dirt from everyday use. I wouldn't have imagined that a chair with stain guard wold look as dirty in a short amount of time and the company would say that dirt is my problem when I paid extra to protect the item. In five months, no one expects their furniture to look ragged. I've purchased two cream sofas from Haverty's Furniture with its stain guard protection and it took two years before seeing dirt from daily use..plus Haverty's provided a kit you could use tof properly care for your furniture yourself. With the amount of money spent at lazy boy I expected the same quality or more. NOT! Therefore, Buyer Beware!!! The overall service from this company is not worth the...