La-Z-Boy Indianapolis — Local services in Indianapolis

I was very impressed with the Castleton/Keystone at the Crossing La-Z-Boy store.

We were really worried about going out during this coronavirus crisis. But everyone was wearing a mask and you can tell they were working on social distancing.

Unfortunately, I'm a high risk patient and we had to go to the store. And since the recliner was for me I really needed to be there to at least try out the chair. I wanted a lift recliner and we almost just ordered one online, but I'm so glad I actually sat in the chair first. It took me about 15 minutes to find out it was not the chair for me.

Concerned I wouldn't find anything I explained my concerns to my sales guy and he directed me over to the best chair in the building. I swear, if you could sleep in a cloud, this is what it would feel like. And the remote control was amazing. I can control the leg lift independently from the back. I can also set the lumbar separately. But my two favorite buttons are the Home button and the Roman numeral I and II buttons. These buttons allow me to set two different configurations so now I just need to find my most comfortable position and push one button and the chair takes me there. And when I want to get up I just press the Home button.

I would have been there for hours trying to find the perfect recliner, but this guy set me up and we were out of there rather quickly. Now I just have to wait for my chair to be built.

So whether you are looking for a recliner or something else comfy for your house... La-Z-Boy has the furniture and some great sales people to help you find the perfect fit.

• UPDATE * Our chair was delivered today (nearly two weeks early) and I just had to update my review to include the FULL experience from purchase to delivery.

As promised they called us 30 minutes before showing up at our door.

I don't know how much furniture shopping you [the reader] has done, but we have purchased furniture from a wide variety of places. Usually when I pay for shipping I get one guy that tries to move some huge piece of furniture and we usually have to end up helping him. But not La-Z-Boy... they have a top notch system.

From the time you shop with La-Z-Boy to the time that product is in your home, La-Z-Boy takes care of their customers. Worried we would need to assist with the carrying, you can imagine my surprise when they showed up with not only one strong guy, but THREE!

They quickly moved the recliner into my home in one trip. They put it exactly where I wanted it and then proceeded to show me how to use it. They even offered to show me how to save my two favorite positions so all I had to do was push one button.

Plus, we were concerned about moving the old recliner to the curb so we thought we'd offer them some cash and see if they would move it for us. My hubby has a bad back and the last thing he needs is to be unable to walk after moving that old heavy recliner. So I asked the guys how much to have them move it and asked if they could wait until my hubby got back from grabbing some cash. To my surprise they offered to move it for FREE!

With times being what they are I was shocked they were willing to help us like this. It just goes to show you the type of wonderful people this company hires.

I should also mention, with COVID-19 we are all worried about getting this damn virus. As mentioned. I'm a high risk patient so this was a real concern for me. Yet each one of these guys not only had a mask on but they wore them the entire time. I just can't say enough good things about these three men.

I would like to thank La-Z-Boy for a wonderful experience from the time of purchase through the delivery of my furniture. I was incredibly nervous about the delivery and it couldn't have gone any better. And although this isn't important I must say that these guys were not only respectful, nice, and strong, but gorgeous too!

Thank you so much for an...

Here is a La-Z-Boy happy story! It seems like I rarely read a review of a product or service that is happy. And I admit that I am frequently let down by customer service or lack thereof. It is with that in mind that I must share a glowing recommendation for the La-Z-Boy furniture store in Castleton, Indiana. We were having painting done and really needed a new sofa. We started looking way before the painting even started. The color was popular gray and that went with all of the fixtures in our home. We found a sofa that we liked at La-Z-Boy. We selected the sofa and signed out fabric swatches to try at home. By the time we had upgraded the cushions and had it protected we were in the $1800 range in price. We called in our order. La-Z-Boy held the sofa until we were ready and then delivered it when the painting was finished. Once installed in the great room, I had some difficulty wrapping my head around the fact that it had a gold cast. It must be the light, a reflection, my eyes...but in the end, it was almost neutral, but with a gold cast. It honestly looked horrible; it clashed with everything. Egad! Get it out of my home! Don’t let anyone see this in here. It struck me that I was stuck. The rules say there are NO returns for special orders, even nonspecial orders had up to a 30% fee. I was sick, physically ill. Was $1800 lost? I called my salesperson, but she was not in that day. I left her a message for the next day. But I couldn’t go to bed until I could find out what hope there might be to correct the mistake. Maybe I gave the sales person the wrong color number. Maybe she wrote it down incorrectly. I wasn’t looking to place blame. All I wanted to know was if and how this could be fixed. I called back and left a message for the store manager sharing my utter dismay. I asked her to call me back ASAP. I had no hope that would happen and continued my afternoon of despair. Wonder of wonders, the store manager, Nicole, called me back that very afternoon. She was amazing. She was kind and understanding. She assured me that we would get this worked out. I just needed to give her a day for some fact gathering and she would get back to me. The very next day, I spoke with my salesperson and Nicole. Nicole was willing to take the sofa back and would get it made in the right color. She would have the wrong one picked ASAP. All we needed to do was go to the store the next day to make sure what color we intended to order. We did. There was our light gray with NO gold. Nicole and our salesperson had the paperwork ready to go and we were in and out of the store in little time. I felt tears of joy as I left the store. What a total relief. Nicole even offered to allow us to keep the sofa over the holidays if we needed the seating. That was so kind, but we didn’t want anyone to think we ordered such a clashing color. I thank Nicole and our salesperson, Irene, for their wonderful customer service. It does my heart good, especially at this special time of year, to find that customer service is not dead and that people can still be kind and will work to resolve problems. Thank you La-Z-Boy and especially Nicole for being so...

First off, I want to say the product that we bought is great. I would rate that 5 stars but our overall experience is 2 stars. Shopping in store was great and no one was pushy. Loved that! Easy set up of furniture to check out and a clean store. If you’re interested in the waiting and shipping process of a couch you’re looking to buy, my account of that is below.

The purchasing process was easy and the sales associate we had was great. He answered all of our questions fine and the ordering process plus payment was painless. The crappy part was in receiving our couch. We were told 4-6 weeks for the couch— no big deal. On week 5, I called in to check up on it at which I was informed that there was a backorder on the fabric and that my couch would be arriving around 8 weeks after purchase date. The additional wait was a bummer but I could get over that. What I didn’t like was that no one communicated that to me, but rather I had to call in and figure out what’s up. Otherwise, I would’ve just been waiting and waiting. After receiving my new expected date of delivery, I wait for that date. That date approaches and I haven’t gotten a call. I call and they tell me they’ve had it in. Well, I didn’t know that because no one called me. We set up a date for delivery. Their policy is to call you the day before delivery to tell you your delivery window. That window didn’t end up working out so I had to cancel it. What they don’t tell you is that if you cancel it, you’re looking at possibly another week before they can pencil you in for a second try. The date is approaching for a second try and I get a call that my couch isn’t on hand because they accidentally shipped it to another store in another state for some expo. So, they had to reschedule me again. Whether you have a regular or an irregular work schedule, this is a nightmare because you still need to plan on being home for whatever random 3-hour window they assign you only the day prior to delivery. That sucked.

The team was made aware of the mishaps along the way and people apologized but the mistakes just kept coming because I don’t think they really communicated amongst each other well. La-z-boy ended up refunding our delivery fee ($99) which is something I guess. Again, love our couch; really disliked...