La-Z-Boy Lacey — Local services in Lacey

Buyer beware.

We’ve had easily one of the worst purchasing/delivery/resolution experiences of our lives at this location.

At first visit, the shopping experience was pleasant and we thought we were buying quality items with a reputable store. We now know better.

After purchase, the scheduled delivery date came and went with no items being delivered. Called the store to see what’s up and couldn’t get anyone on the line. Went into the store to learn that they had failed to actually schedule delivery and my items weren’t coming that day and couldn’t be expedited. I’d be put back in line with all other new orders.

They’d offered us to comp the delivery fee and a small discount (not even equivalent to the tax we’d paid). We said that didn’t fix the fact we didn’t have furniture and needed it for expected guests. Instead, the solution ultimately worked out was for the small discounts to be applied to purchasing more furniture out the clearance section so I could take furniture home that day. But of course, I still had to pay beyond what the delivery fee and small discount did it cover. In an expensive store, the bill I received was still significant. So for their error, I spent more money.

New delivery date comes and the delivery actually comes, but incomplete (missing a piece) and with broken parts. Delivery guys knew it, but told me I’d just need to schedule a repair… on the brand new furniture.

I head back to the store about the missing piece and the arrival of a broken bit. Lo and behold, a piece isn’t “missing” because the salesperson forgot to order it entirely. I’ve now been told that’s not their fault, we should’ve made sure they ordered things correctly. (Seriously) I guess they hold customers responsible for their employees doing their jobs correctly.

So the new proposed solution for another error is for me to spend more money to get the missing piece, despite that it was represented to us it was included in the initial order and price.

After alllll this, the store manager finally decided to chat with us… and was incredibly rude on the phone right outta the gate. Accused us of not wanting to work with them, trying to make them put all the effort into fixing the issues, etc. She completely ignored the additional money I’ve already spent, the extra time I’ve taken off work, how our experience has felt, and the enormous time I’ve used trying to talk to different people about what’s been going on because apparently they aren’t talking to each other about the details of the situation.

We’ve been left with a very sour taste about customer service and how they deal business, especially when they make a mistake (or in this case, several).

Not sure if we’re going to just return everything and take our losses or not. Depends entirely on the next phone call and what they’re willing to consider in making this right.

Good business would not place the burden of their mistakes on a customer. End of it.

Couldn’t recommend doing business here less. Other stores sell their products, I’d recommend those...

Updated: Horrible experience receiving a new lazy boy I ordered this summer. I was expecting the chair this fall, but it was delayed to supply issues initially. However, the chair was delayed three times to delivery issues, once for driver permission, once for potential weather and a third time that was unknown and I was simply told I'd have to wait another week! La-Z-Boy failed to take any responsibility and simply pushed off that it's the delivery companies fault and offered no compensation or quick fix to resolve. Due to it being a custom build chair, I was initially unable to get a refund. Sadly I got the chair and the frame split within 30 minutes. Lazy boy stated we could get a replacement chair within 6-8 weeks with 5% off. However, they never showed to pick it up when scheduled and when I called was told they no longer service Ft Lewis. My wife and I were forced to find a way to return the chair on our own to get our refund. Ended up delivering on my own in my truck for a refund. Follow up email getting sent to lazy boy customer service and the board of directors this weekend. Will post an update if they chose to make it right for a repeat customer! For example, where was my deliver compensation? I also asked for a manager multiple times, but was told this store doesn't have one. I now believe there is a GM, but not a store manager and they use this exuse to avoid getting you real help. Find another store and company. Will update if lazy-boy leadership tries to...

I needed an electric recliner due to a severe shoulder injury, LazyBoy got me set up for delivery within 4 days of purchase and I thought everything went well. When the chair was delivered, I realized they sent me one with a wireless remote instead of the hard-wired remote I had requested. The chair was extremely uncomfortable and, after 3 days of trying to use it, I wanted to exchange it for another type since I needed to be able to use it/be comfortable while doing so. The chair was delivered on a Thursday at 8:30 AM. That Sunday about 5 PM, I went to the store to ask about returning it and getting a different one. I was informed by the same sales person who had sold it to me that she ordered the wireless because it was what was in stock (despite not telling me this previously). Same salesperson proceeded to tell me that there is a 3 day return policy and I was outside that window (I had the chair 3 days and 8.5 hours) and that it took a couple weeks to ‘break them in’. I was also told they didn’t guarantee comfort. When I told the sales lady that she had not informed me of the 3 day return policy, when she sold it she told me it was on the paperwork and she could not be expected to remember everything she told people when she makes a sale.

Very displeased with the service and the product. $2000 is too much to pay for chair/delivery to have such shoddy customer service. Would never...