La-Z-Boy Fleming Island — Local services in Fruit Cove

Let me start off by saying that the one star rating does NOT apply to Dia, Angela or the Delivery Team. They were all professional and friendly and helpful. History: We purchased a La-Z-Boy Loveseat 21 years ago, which we are still using in our home. It is in the same excellent condition as the day we purchased it. It is heavily constructed and even the fabric still looks brand new. I can't move it without help. Current issue: In September 2021 we purchased another Loveseat Recliner along with the full size Couch Recliner. They did not arrive until February 2022 due to the Supply chain problems. At delivery we noticed that they were nowhere near the quality of our existing loveseat. I can pick up the end of them with one hand. However, we had waited so long to receive them and needed furniture in the room, so we accepted them (my bad). One thing we noticed immediately is that whenever we would get up from the recliners, the first thing we touched we got shocked. I tried wiping the recliners down with fabric softener sheets, no help. Again, my bad, I should have insisted they get returned. Fast Forward to this year, 2024, and one seat on the Loveseat Recliner has fabric that is thinning and appearing to start unraveling. I called La-Z-Boy and was referred to the third party company that handles the 5 year Fabric Protection plan that we purchased. They informed us that they only handled stains and that sort of thing, not wearing of the fabric. They also stated that they had heard numerous complaints about the current quality of La-Z-Boy's furniture. So back to the Corporate Department who informed me that my problem didn't qualify us to receive a replacement, that they did not consider "normal wear and tear" a defect. Remember, I have a 21 year old Recliner that doesn't have this problem, nor does the other seat on the Loveseat, nor the three seats on the Couch. Corporate's offer to me was a $700+ credit towards a purchase from the store or a check in the amount of $278.25. I questioned them as to why I would purchase anything in the store since their quality has taken a nosedive. So I took the check, knowing that in a short period of time I will have to replace this furniture and i am out over $3000.00. Very disappointed in La-Z-Boy, both in their quality and their response...

We were really looking forward to our living room and dining room furniture. We had a clear idea of the couches we wanted and enlisted Bambi's help to tie everything together. She has an incredible eye for design, and we loved everything she suggested. However, when our couches arrived, we quickly realized there was a lack of quality control. The lid on the center console of the loveseat was crooked, obstructing the cup holder. Additionally, there was a significant gap between the left seat and the center console. To make matters worse, some of the decorative stitching started coming undone right away.

When the furniture was delivered, they forgot one of our side tables, which took over a week to receive. Upon inspecting the side tables, we found them poorly constructed and looking quite cheap, with noticeable gaps between the joints. They also neglected to deliver one of the sway tables that should have been included in our order. I haven't seen that table yet and haven't heard anything from anyone regarding it.

When we reached out to La-Z-Boy, I spoke with Elaine and requested to talk to a store manager. She informed me that the manager wasn't in and transferred me to a voicemail—no one ever got back to me. A couple of weeks later, I called again and spoke to a gentleman, asking for the manager. Once more, the manager was unavailable, but he offered to help. He sent me a link to file a warranty claim for the issues we've encountered. Honestly, we shouldn't have to go through the hassle of claiming warranty coverage for furniture that was poorly made in the first place. We were also told that if we didn't use our warranty, we'd receive store credit back, but highly doubt that now.

As of now, I’m still waiting for my sway table and haven’t heard a peep from a store manager. When you purchase something from Lazy boy, you expect quality, but that hasn't been our experience at all. Highly disappointed!!!

UPDATE: All issues have been resolved, and I'm pleased with my purchases, especially the assistance from Bambi. I would give five stars, but I still feel like the manager didn’t show much care and redirected us to...

What a terrible experience with LazyBoy! Our entire living room is furnished with LazyBoy furniture, so we went to purchase a new recliner. We had received a letter telling us that since we were previous customers, we were invited to a 2-3 day special pre-viewing event for a huge "liquidation" sale - it even listed specific times to show up. So - we went on that day - ONLY to learn that there was no such thing! - everything was "already marked down" - what a lie they told. A new salesperson greeted us and she was great - but then.... we became slowly double and triple-teamed with sales persons (like a used car purchase experience), they told us 3 times our purchase included delivery - only to see on the final 2 page contract in small print that delivery is actually $95 more! Then we were told 3 times that if you purchase the extra "care package" that lasts 5 years - at the end of the term of 5 years if you did not use it "yes!, you get the money all back!" - well, NO, actually their contract reads that you get that money in a CREDIT after 5 years. When we inquired about why we were not up-front informed about delivery, one of the triple-team saleswomen got terribly sassy and sarcastic; not until my husband was forced to raise his voice did she stop and a manager then became involved. Additionally, they informed us that our order was ready for delivery by text and phone call - we scheduled delivery only to learn a week later that they had no delivery scheduled for us and we had to repeat the scheduling process once again for another 2 week delay. In all - I am afraid that once we felt good about LazyBoy and our neighborhood store - but no more. We will not shop there, or at another LazyBoy store. They have lowered their once-respected sales techniques. There are many other furniture stores to choose from - so we recommend you...