La-Z-Boy Kennesaw — Local services in Kennesaw

Buyer beware: Delivery of what you purchase will take 5 months or more. Service is horrible. Product is horrible. Three of the 5 pieces of our 7 piece sectional have had to be serviced--that's a failure rate of 60% for brand new expensive furniture. See photos.

March 19th. Yesterday, service finally brought the replacement back for the broken piece. For the first time in 9 months since we ordered this, we finally have a complete and functional sectional.

This entire experience has been a disaster (with the exception of Mike the one service guy who actually cares about having happy customers).

Based on what I have seen on various forums and the quality of what we have and the lack of quality, I still regret this purchase and would highly recommend that everyone avoids buying anything from La-Z-Boy.

Their legacy reputation is ancient history. Do yourself a favor and research complaints about La-Z-Boy and you will find many unhappy people out there because of the terrible service and poor quality products that they are producing.

Dec 11th: I feel like I'm being held hostage. Even though we have broken pieces at our house that we had to wait two weeks to get in the queue for service call, they refused to comprise in any way on delivery. They held the last piece hostage and refused to deliver it unless we paid the remaining balance in full.

Two days ago, December 9th, we finally received the final 7th piece of our sectional. The backs are all out of alignment because of the broken piece that we are still waiting for service to come fix. They are supposed to be here tomorrow, so we'll see how that goes.

Nov 26th: This evening a loud pop sounding as if something broke occurred while restoring one of the sections from the reclined position. Upon inspection you can see the main plastic support piece for the entire under frame has snapped. Despite the employee at the store promising to open a aw vice call for us on Monday we have not heard anything. This is a continuation of failure of employees to follow through with what they tell you they will do.

Nov 25th: After several instances of promises being made and no communication from La-Z-Boy of numerous people not following-up with what the told us they would do, one of the two remaining pieces was delivered today. The final piece we are now being told may not arrive until January.

To make matters worse the mechanical recline component on two of the other pieces are now not functioning properly.

Nov 6th: We purchased a 7 piece sectional at the beginning of July. We were told 6-8 weeks for delivery and we would get a call at 5 weeks.

No update was ever provided until we called around 7 weeks. We were told part of our furniture was ready and the rest would be several weeks out. They would give us an update in a few weeks. Again, no proactive communication occurred. We had to call for updates and this time we were told it would be even longer.

They finally told us we could get the pieces that were finished delivered and they would deliver the rest when ready. We reluctantly decided to do that since we really wanted our new furniture that we bought 3 months earlier.

Upon delivery one of the parts was making a clicking noise. We had to place a service call. The service guy that came out tried to argue with us that the noise it was making was "normal" until we insisted that it was not since none of the other pieces made that same clicking sound. He finally looked harder and discovered a plastic piece was broken that he replaced. One of the other sections has insufficient poly filling and is not comfortable.

This was a few weeks ago and at the time we were told just before Thanksgiving for delivery for the rest of the pieces.

We just received a call Nov 6th saying that it will be December 21st at the earliest for delivery.

This means not only will we have insufficient seating for our family gathering at Thanksgiving, we will be in the same boat...

UPDATE!!! I was contacted by La-Z-Boy this afternoon (unfortunately I did not capture the name of the gentleman), after reading my original review (below) this person took the initiative to follow up on the issue personally. Not only did he listen to the phone cal that I made with the service center (which had been recorded), he had them take the chair apart, find the root cause of the problem, and determine what they could do to expedite the repair/resolve the issue. I may not be satisfied with the original equipment failure but the responsiveness and customer service during the follow up have made me much happier with my original purchase!

Original review:

Over the past 20 years I have purchased multiple recliners, but I have never owned a La-Z-Boy. I chose to purchase one of their top of the line leather recliners approximately 2 years ago. The salesperson was very thorough in their explanation of how the furniture was made and what set La-Z-Boy apart from the rest of the industry, except, I was not told how the warranty labor rates work, or how long the delay would be once the chair was brought back in to be warrantied, or how the service department would try to "up-sale" the work to be done (at additional labor cost of course!). As I write this I am setting in my living room staring at a large empty space where my chair used to set. At this point, the chair has been gone for a little over a week, I was just informed that the parts to make the repair had to be ordered and they were three weeks out, once the parts arrive the work still has to be done, and then the chair has to be shipped back to the store.

When the chair was new, it was very comfortable. Only adults live in my home, the chair was not mistreated, and I am not a 400LB individual...for what the chair cost, it should have lasted much longer without the need for repair, let alone replacement of the frame mechanisms in the back and bottom...

One of the worst customer service experiences we have ever had. My fiance and I recently bought a lazyboy reclining sofa and because of that he received a $250 voucher to spend at lazyboy. As we didn’t need anymore furniture we thought we would walk around and pick out a decor item. During that time the store was almost empty and we were approached by the same saleswoman 3 times saying to come to her when we were ready to “get a deal”, with each time pitching us that we would get a special deal on whatever we picked out. Eventually we landed on a table centerpiece to buy, however it didn’t have a price tag on it. We went to the saleswoman and asked her what the price would be. She asked us if that was “all we were going to get” and we said depending on the price- we have a voucher to spend and seeing what our options are going to be with the voucher. She clearly didn’t like the answer and didn’t like that we weren’t going to be buying a high ticket item, she said “Maybe you should come back another time when we aren’t busy and someone can help you with that”. We were in shock. The store was nearly empty. She had been hassling us to come to her for a sale since we stepped foot in the door. The only thing I could figure was the commission would be small and she didn’t want to go to the effort of figuring out the price of a smaller ticket item. I would expect at the very least to be told the price or if she didn’t know the price to point us in the direction of someone who could help. To be turned away and not offered any help after being harassed for our business was a slap in the face. We will not...