La-Z-Boy Hoover — Local services in Hoover

On Dec. 8th 2024 I contracted with LA-Z-Boy Furniture Galleries, 5401 US Highway 280 Greystone(PC402) AL 35242, for t(2) two matching recliners. (1) one Addison wall recliner and (1) one Addison rocking recliner. The total sale price was $2,012.84.

The Addison wall recliner was in stock and delivered December 26, 2024. The Addison rocker recliner was special ordered with a 6 to 8 week delivery time.

Upon delivery of the wall recliner, a defect in the arm was noted. I was advised to take delivery and LA-Z-Boy would repair the chair. A new arm assembly was shipped and replaced in mid-January by a 3rd party contractor from LA-Z-Boy. Other flaws and overall quality of the upholstery was reported and later in January another technician was sent out to inspect and make a report. We never received feedback from said report. However, the technicians from AHM and the delivery men were exemplary.

In the meantime, a delivery of the Addison rocking recliner was attempted in mid-January (approximately 6 weeks after the initial order) but it was not the color we ordered, so I refused delivery. My wife contacted another store manager to report the discrepancy and reorder the correct chair. We were told it would be another 6 to 8 weeks. Approximately 2 weeks later we were told the Addison rocking recliner model we attempted to re-order was no longer available and was discontinued.

At this point, since we could not order the rocker recliner to match the chair that had previously delivered ( the chair had not been used and the tags were intact) and we were not satisfied with the overall quality of the wall recliner, I contacted the Highway 280 La Z Boy store manager. On Feb 1 2025. I requested a refund of the total $2,012.84 transaction. I was issued a refund to my credit card of $992.4 for the non-deliverable, now discontinued, Addison rocker recliner. She said she would schedule a pick up and we would be contacted with a date and time for the pick up of the wall recliner. Once the wall recliner was returned she was to process a refund for the balance of the transaction. We were later informed an appointment had been made for Feb 19, 2025 between 10 and 2. Feb 19th 2025 an AHM technician was dispatched not for the pick up but for another repair order!

At this point, I must confess I was upset and frustrated. I drove to the LA-Z-Boy location on highway 280 and was told the store manager was on vacation and not available. I was directed to the Sales Manger. I explained the situation, and at times the conversation became intense from both parties. I stated my intent to lodge a complaint with the state Attorney General and the state Better Business Bureau at which point I was accused of making a threat. The Sales Manager said a pick up of the wall recliner was now scheduled for Feb. 21st 2025. Once the pick up was complete and scanned into the system a refund would process to my credit card in 2 to 3 days.

I will wait to see if the scheduled pickup occurs and I receive a credit of the remaining balance of $1,020.60.

Update: They did pickup the wall recliner on Feb. 21st 2025. They said a receipt would be emailed to me.

I waited until 2/27/2025 and had not received a receipt for wall recliner or any communication concerning my refund. Once again, I went to the La-Z-Boy Furniture Gallery on Hwy 280. I spoke with the store manager and explained to her I had not received a receipt but would like the balance of $1,020.60 credited back to my credit card. She said they didn’t email receipt but did agree to post the credit back to my credit card.

So now three months later, I do not have recliners, but I did get my funds returned and a apology that things...

UPDATE: After posting this review, I was contacted by Curt Morris, a co-owner of Lazboy. I was very appreciate of his prompt contact, his apology regarding the delays, and his apology of how his team handled the situation poorly. He personally found out exactly where our sectional was and scheduled delivery at our convenience. He told me his delivery team would call to confirm (which they did), but even offered his cell phone number in the unlikely chance I didn't hear from them. IMO, a incredible business owner says "hey we screwed up, I'm sorry, I will make this right for you" and that's exactly what he did. The delivery team arrived within their scheduled delivery time (which is only 2 hours compared to much more lengthy delivery windows from other places, so I appreciated that), and setup the sectional where we requested. Now that we've had the sectional for a week I can tell you it was for sure worth it. It's BEAUTIFUL, comfortable and made myself AND my husband both happy (which is hard to do, haha). Thank you Curt and lazboy!!

Our experience with La-Z-Boy has been the absolute worst experience of customer service we've ever received. We purchased a sectional in early December, knowing that covid has created delays and that we wouldn't receive it until April or May. It was a longer delivery time than any other furniture company in town at that point, but we appreciated them being up front with us. It's now almost July and we have yet to receive the sectional. They have not contacted us with updates. The last we spoke with them (and only after commenting publicly on social media) they STILL cannot provide us a date for when we will receive the sectional. No apologies. No promises to keep us updated. Nothing. Yet, they continue to run sales and promotions which seems ridiculous considering that they can't fulfill the orders they have for the customers whose money they've already taken. We will NEVER shop at La...

Purchased a sofa from La-Z-Boy a couple of weeks ago. My wife and I were given options of having the sofa delivered, picked up and if picked up (where as options were available). The sofa was fine, at least I think it is as I picked it up just yesterday. However, the overall experience not so much. We indicated that we would like to pick up the sofa at the Hwy 280 location. We were told by our salesman that the sofa would be delivered and we could pick it up on Wednesday March 22nd. We paid for the sofa that evening and left.

Returning on the 22nd after work, perhaps 6 pm or so the sofa must be sprayed with that stain protection. It is not ready for me. Now credit the folks at the store who went to work right away. They grab a dolly from the back come out to the showroom floor and grab the sofa I sat on two weeks ago and took it to the back for delivery to me. (So why did I have to wait almost two weeks?) Did I receive a discount for floor model? NO. As a matter of fact the night we purchased the sofa the salesman said he could NOT sell us the floor model. Hmmmmm, well that is the one I was delivered so which is it, you can sell it or you can't sell it?

The sofa seems to be well built, so this review is not so much about the product. So was this about La-Z-Boy just wanting to hold onto a floor model hoping to sell the accompanying chair? I was fed a line of BS in my opinion, which really ticks me off. I could have had my sofa much earlier, but was misled and deceived. I thought I was dealing with a reputable company, and when I left I felt as if I had just traded at Slim's Super Used Car Emporium. Of course I wish you the best of Luck on your venture...