La-Z-Boy Kansas City — Local services in Kansas City

UPDATE: Due to an honest review and knowing my rights, La-Z-Boy in Liberty canceled our order and stated they are denying us service now. Apparently, they charge a 2% fee on financing, which they don't disclose. This is illegal. Gladly take business elsewhere. This place is a joke.

TL/DR: The store manager played games on our order and did not fulfill promises.

Background: We wanted a new recliner and a new sofa. We were initially going to shop around, but we found what we wanted at Lay-Z-Boy, and we elected to purchase there, given the information provided by the salesman/store manager.

The store manager, Joey, helped us. Because I noticed he was the store manager, I felt we would be taken care of with him. Unfortunately, I felt it was well below par.

The Good: Joey did not pressure us, did not hover over us, and answered many questions. He was friendly and seemed trustworthy.

The Bad: One of the first questions I asked was, "What's the total price, and how long is delivery?" Joey immediately says, "If we have it in stock, 4-5 days." He also said, "If you purchase today, I will work on the price for you and make it even better." He put the two items in, and the recliner in a matching color would take 3-4 weeks for delivery. We said that is too long and we will go with mismatched furniture to get it sooner (we need it for function asap).

The Rub: Well, this is where two big issues start to brew. First is the price, second is the timing. He priced it out and said if we get the fabric protection, he will go 50/50 with us. Okay fine. Well he doesn't discount it further than the sale. Like he promised. He keeps highlighting things and throwing numbers out there. Seems like he is discounting but when reviewing the receipt, the discount is the advertised anniversary sale, not a discount for purchasing same day. He then forgets to add a few things we wanted so when asked for them, he adds them in and does wave the fee. But lets be real, the accessories he added are low cost, high margin, deal sweetners. Not the big discount we were expecting. Then the timing. He does this and goes back and forth 3-4 times trying to get it right, confuse us with numbers and imaginary discounts. We agree and run credit to finance it. We pay it with the new account and then he says, "Now that it is paid for, we can schedule the delivery." Earliest delivery we could get was 3.5 weeks later. Yep, if you read earlier, I could have ordered a matching chair and got there probably at same time!

The Questionable: Here is the biggest issue. When we saw that, we said we needed it earlier, he said 4-5 days, etc. He said, "Well you are in an area that only delivers on Friday. Next available is 3.5 weeks. I will see if we can get you sooner." He then emails the delivery team and then tells us "you will probably hear back today if we can move things around. We usually can." Again, he was nice and we trusted him. Sunday and Monday passed, never heard back. I call Tuesday and he says "I haven't heard back, give me one hour." I don't hound him. He calls the next day and says "Sorry I couldn't get ahold of them but their boss said no so delivery in a few weeks." Here is the problem. He waited until the day AFTER the 3-day cancellation period lapsed. So I can't cancel my order and go somewhere else than can deliver promptly. Not to mention, even if I was to cancel, I would have to pay the warranty fees for things I don't even own! Did he offer to fabric match the chair since it will be a delay? NOPE. Did he offer a discount for the issues? NOPE. Just "tough luck, I got the commission already so bye!"

Doubt I will ever shop here again and will most definitely be reaching out to BBB and others.

UPDATE: Most definitely will NOT shop here again and BBB has...

This was the first time in about 35 years that I bought a La-Z-Boy product. Visiting the store, I was impressed with the selection and the store. The young lady I worked with was pleasant and helpful. I'd initially intended to merely look what they had but ended up purchasing much more chair than I'd imagined but there was a sale (as there often is) and delivery was free. I had some specifics I wanted so I ordered a custom chair. The day before expected delivery, the store called and said the chair arrived damaged and they'd have to repair it. I wasn't in a rush so that was OK although I was a bit annoyed that they couldn't move a chair from Arkansas to KC without damaging it. The two young men who delivered it were very courteous and attentive. As I began to enjoy the chair, I proceeded to cut off the tags and noticed no swatch of the leather. A few days later I stopped by the store to get a swatch and the fellow who helped me was totally clueless. After looking up my sale on their system, he went back into a room and soon emerged with a few swatches, none of which being the color I ordered. He said, "This is the best we have." What good are swatches unlike what I need? Duh? He then said I should call the customer service 800 number, which I did. I was shocked to find out that they wanted $10 for the swatch! I even told the rep I'd already purchased the product and needed a swatch for decorating purposes. They insisted on the $10. I then called the store and spoke with the woman from whom I'd purchased the chair. She said she'd get with her manager and call me back. That's been well over a month ago. This is the first time I've ever purchased an upholstered item and not been provided a swatch, and worse, have the audacity to want to charge $10 for one after spending the better part of $2,000 for a chair. And then not following through on the issue. I, for one, will never again purchase a La-Z-Boy product. To be so petty over a a swatch and make it such an onerous process is ludicrous. One nice thing about furniture is that there are plenty of good brands out there. I don't need La-Z-Boy and nor do you, but they need us. They've obviously not learned that simple...

The sales staff were friendly and helpful, however, La-Z-Boy furniture is terrible quality and the store was not helpful in standing by their product. We bought a couch and loveseat in April, 2022. Within the first year, we had a problem with the recliner assembly grinding on the couch. We called a tech who merely lubed the grind and said that was all that could be done. Recently the mechanical footrests on the loveseat stopped functioning, and the grinding returned on the couch, so we called a tech again. Now that it is outside of the one year warranty, instead of lubing the grinding parts, we are being told the assembly is whole faulty and needs to be replaced. It is incredibly frustrating that they did not replace the assembly when the problem happened within the first year of owning the furniture. All they would do is lube the grind until it was out of warranty. The loveseat (which is hardly used), had the plastic pieces that attach to the spring on both recliner assemblies break for no apparent reason. The service tech said the plastic pieces just had to be replaced, and the total labor needed to replace the plastic pieces and one assembly on the couch was 2 hours at $160 per hour. I called the store to discuss the unfairness of this, who called warranty and service and asked them to negotiate with us. When warranty and service called, we were told it was going to take FOUR hours to fix our furniture, that the love seat assemblies would need to be replaced as well because you can't just replace the plastic pieces, but apparently the service tech was not aware of this when quoting us what it would take to fix the problem. So now, in less than three years, after spending thousands of dollars on what we thought was quality furniture, we are being asked to pay $480 to repair the assemblies that were faulty from within the first year (the service department offered to knock off the cost of one hour of labor). This just seems wrong. We feel we are being extorted because the furniture, which was faulty from the start, is now broken, and the only way to get it fixed is to pay...