La-Z-Boy Canton — Local services in Jackson Township

Updated 4/1/21- The custom recliner broke again after they sent someone out to fix it. I contacted their warranty service a month ago and was supposed to receive a part and schedule a service date.. yeah, still no part received. This living nightmare continues on and the chair is less than 2 years old. Hands down the worst furniture experience you can imagine.

Updated 7/23/20- My custom electric recliner is less than a year old and the motor has stopped working. Tried switching batteries, did nothing. Called customer support a week ago, they said they would call to schedule a repair appointment, and I have yet to hear anything from them. Absolutely will not drop this kind of money ever again on a La-Z-Boy product, this whole experience over the past year is completely insane and not worth the hassle. Hopefully, someone in service contacts me soon, who has the time to chase calls and monitor this company so they get their act together? Not me. My time is equally as valuable as yours. You’d think a product that cost a small fortune would last longer than a year.

Updated 7/3/19- Since posting my original review on 6/28/19 the manager has been in regular contact with me regarding the status of my order. While half of my order is still traveling in the ether, he did put a rush on my sectional and has accommodated my request for two temporary recliners to be exchanged with the custom ones I ordered once they receive them in the warehouse. Since that will likely be another two-three weeks (if we're keeping count here, that's 9 weeks. 3 weeks later than their promised delivery window, if delivery is completed during the week of 7/8). While I doubt very much that such prompt action would have taken place without me leaving a one-star review, I do commend the manager for his responsibility post my 6/28 review. I will update my review once I've received the other half of my order.

Original review 6/28/19- I ordered a new sectional and set of custom leather power recliners with Jesse on May 10th, 2019. According to their contract, my furniture (including custom orders) should arrive at my home between 4-6 weeks. It is now the end of week 7, I have no confirmation on a shipping date, and no confirmation that my entire order is in progress. I work in consumer products, I have a very firm grasp on overseas factories and what they're capable of during a given timeframe. Given the amount of money I've spent, and the time spent calling customer service to check in on my order (why should I have to do this?!), this lack of customer service is inexcusable.

I have called the customer service department since week 5, and they repeatedly say "some items are ready, but we should have confirmation on the rest of the order on June 21st-22nd." Or, "it should be ready any day now and we should get confirmation." I called in Wednesday, June 26th and the manager said he would call me back June 27th with updates. I've not received a phone call. I am leaving a review in hopes that someone will read it and light a fire under corporate to get me my furniture. I spent over $7k, with ZERO financing, I came in and PAID. IN. FULL. You have my money, you didn't have to fill out any messy financing paperwork.. I just handed you my card. I signed YOUR contract stating my furniture would be here between 4-6 weeks. I have upheld my end of this very, very frustrating deal. You have NOT upheld yours. WHERE is my furniture?

If you think you can go in, purchase furniture, pay in full, and receive said items in the timeframe they were promised, La-Z-Boy is not the place to do this. In the same week of 5-10-19, I ordered furniture from Ashley, and Wayside, both of which have delivered my...

5 months to receive order if it comes in. unacceptable On June 13th, 2020 I placed an order for a loveseat and Sofa at the La-z-boy in Canton Ohio. I was told our order would take 6 to 8 weeks. They did tell us that some orders were taking up to 10 weeks. I called at 7 weeks to check what our status was I was told it would be in mid August. After pressing for a date the woman said it looked like the week of the 16th. We did not hear from them that entire week. I waited another week with no word. On August 28th I called again. We are now heading into our 11th week. The sales person came back on the phone after checking the computer and told me my order should be here in late NOVEMBER. Let me say that again. Late NOVEMBER. I went to the store the following day to speak to a manager. He first tried to blame it on the covid virus. He tried to tell me it was only 9 weeks since the order was placed. Not sure how he kept getting 9 weeks and not 11. To me at this point that was irrelevant. When asked why I was not notified he said they have no way to follow up on delays due to the high volume of customers they have. He then started to tell us how sometimes you can have good experiences and bad experiences with even name brand companies. Not sure how that was suppose to help his case. He let me vent but never said he was sorry for my experience. He kept stating that as of June 2020 all customers were told 10 to 12 weeks for orders to come in. I didn't care how many time he said that. It was not what I was told. Again that is irrelevant because I am now being told it will be at least another 10 to 12 weeks. This will be a total of 5 months IF it even comes in November. La-z-boy will not guarentee it. 5 MONTHS. He then started to say the fabric to cover our piece may not have been up to the companys standards and they had to refuse it. Apparently when that happens the factory may have to wait a couple weeks for a new order of fabric to come it. So how come I have to wait 3 more months? How do we go from mid August to late November? When I was told it would be here in August I put my old furniture up for sale and sold it. I don't know if I will have furniture for the holidays. This is unacceptable. He could not give us any real reason for the delays just ideas. This manager was very willing to cancel my order and be done with me. I told him I wanted to wait on canceling till I had time to think of what I wanted to do. He told me the saleswoman would call me today so I could tell her my wishes. I never received a call. I tried calling, got a recording, and left a message for her to call me. No return call. It is not my wish to cancel my order at this time. We liked the furniture and are hoping your company will find a way to resolve this issue. I have to say this experience has been very disappointing and if not resolved...

Do not rely on LaZBoy to get your order delivered or prioritize you as an existing customer in any way! My sales person, Terell was great! Very patient and helped us decide what would be our best option. When it came to delivery five months later however, it was a nightmare. The first crew on Friday had to reschedule due to not being able to get up our driveway due to snow. Weather was supposed to be nice and melting everything Monday, Tuesday, Wednesday the next week. A truck was out Wednesday in our area. The Store manager Jesse would not prioritize our rescheduled delivery to that truck. We had guests coming that Friday To stay for the weekend which I agreed to host because we would have the new sofa for some of them to sleep on by then. Jesse said that it had to go back to Medina, then to Columbus, loaded on another truck, back to Medina and rescheduled at that time. He could not add on a stop or see if another customer was willing to reschedule for that day. Does that make sense? I even offered to pick it up in Medina. Jesse, the store manager was rude and unwilling to help find a solution. “Just reschedule when LaZBoy notifies me to by text”. I finally got a reschedule date being the day my guests were arriving. Again. The truck backed all the way up to the edge of our concrete driveway from our shared driveway. The driver was very rude, would not look me in the eye, and was disrespectful. The driver also said he will not carry the furniture into the house because he had to cross a corner of our driveway that was not salted even though I came out and salted it for him And by the time our conversation almost ended it had already melted. I went back into the house to call the store and was walking back out to speak to the driver and he pulled away from me down the shared driveway when he saw me coming. I finally caught up with him and he said he made the call they were not delivering today. He shut the door in my face and drove away. I will never order from LaZBoy again! Poor customer service post sale. I will say that The manager from the delivery service took it upon himself to bring my order back after the rude driver left. Thank you so much, you know who you are! I am...