La-Z-Boy Henderson — Local services in Henderson

Well, faith restored! Today I had the manager, Debbie, from the Henderson store come out to my house and fix my La-Z-Boy chair. Unbelievable and terrific! My family has been buying La-Z-Boy recliners and chairs for 40 years. I myself have been buying La-Z-Boy for at least 20 years. Growing up the warranty was something special at least that’s what my father said. My father swore by these chairs and wouldn’t buy anything else. Recently in the last few years, La-Z-Boy has modified or changed their warranty process and their service process to fix a problem with your chair whether it’s in warranty or out of warranty. Without going into detail here, their current policy sucks. The powers to be in the leadership of that company need to seriously reconsider an update to their policy to make it more customer friendly, and easier to use.

Having said that…. Recently, after moving from California to the Las Vegas area, my La-Z-Boy that I had and brought with me had a problem. A minor problem. Because of the warranty and service policy that exists now… I chose to buy a brand new chair instead of fixing the old one. Then the new one, had a manufacturers defect that needed to be fixed right away.

As a disabled veteran, I depend on my chair and I use it every single day For hours at a time. I called frustrated and spoke to Carrie and Debbie at the Henderson store. Both were very helpful and genuinely cared about fixing my chair and helping me resolve the situation. But today, after I reached the peak of my frustration, Debbie took the time to have the parts expedited…shipped overnight almost to my house and then she came out later this afternoon and fixed my chair using the new parts!!

Hallelujah!! Unbelievable and outstanding all at the same time. Customer Service is not dead in this country and La-Z-Boy does care. Especially Debbie and her staff at the Henderson store. She’s terrific, and I highly...

We ordered a $2,000+ custom rocker/recliner with several custom upgrades in July 2020. Were told it would be 8weeks and opted for home delivery. Called at 8 weeks to check on delivery date and was told the factory is behind and it was going to be closer to 12 weeks. No one had bothered to call or email us to let us know about the delay. If I had not called we would never had known. Called one week before 12 weeks to check if the ship date was on target. It was. Was told 9/28/20 it would ship. I called on 10/2/20 to see when we were set for delivery as it was past the ship date and we hadn’t heard from anyone. The customer service representative at the store said well they sent it here cuz you didn’t pay the balance due. I said no one called to collect it or even ask for it the four times I’ve called in to check in status. I asked for the manager. I was then told by the manager that they check the log daily in the morning and call people that day. But he wouldn’t say when the chair was delivered. Even though the sales representative told me it had been there for days. I paid the balance and then was told that it would take 6 more days to get in the deliver schedule because they were behind. I told him again we had HOME DELIVERY on our receipt and NO ONE called to collect the balance due even though we were told when we bought it that they would call to schedule the delivery and collect it then. We wonder still how many days it sat in the store warehouse and how much longer it would’ve stayed there if I had not called to check on... We realize that COVID has caused delays with the plant and the shipment but beyond that the customer service after purchase has been HORRIBLE. It took from July 9 to October 13th which was beyond what we expected and were told when we purchased the chair. We had a similar issue the last time we purchased from Lazy Boy and really thought they had changed. But we...

My heartfelt appreciation to Michela Armstrong for assisting in the smooth return and re-order of the correct part for my recliner rocker that I purchased in 2012. When reclining, the ratchet was not engaging throughout the entire range. This caused the leg rest to be operational only in the lower positions. My handyman took a picture showing that the teeth of the ratchet had broken off in the upper range, and a new ratchet part was needed. I contacted the store with this delima who said they cannot help me with repairs, and that I needed to call customer service on my own. I had all of the origional paperwork with serial number, model number, etc, and explained which part I was needing. I asked if I could e-mail a picture of the part but was assured that the representative knew EXACTLY which part I was talking about. The part was covered by warrenty, however I was charged $15 for shipping and handling. Eight days later the WRONG part was delivered to my home. I was completely frustrated. If I called Customer Services again, would they charge me another $15 to send a different part? And who pays for the wrong part to be returned? I went to the store directly with the part, the picture and my story. Thank goodness Michela was working that day. She knew exactly how to help me. It was too late in the day to contact Customer Service, and the following day was her day off. She offered to make the necessary phone calls on my behalf on her own time, on her day off. I received a phone call from Michela when she returned to work. My new part is on its way without an additional shipping cost, and without dealing with the return of the wrong part. Michela deserves a shout out for "ABOVE AND BEYOND". She is passionate about her job and has a sincere desire for the customer to have a good experience. Thank you...