La-Z-Boy Lafayette — Local services in Lafayette

We recently had a very difficult and disappointing experience with La-Z-Boy. To start, I want to acknowledge Mitzi, who was incredibly kind, helpful, and patient with us throughout the process. Unfortunately, the same cannot be said for Valerie or the policies La-Z-Boy enforces.

My elderly mother went in to purchase an electric lift chair—something that would allow her to be more independent and comfortable at home. The chair she was sold was an extra-large model with all the bells and whistles, including massage features. However, it was completely inappropriate for her size and needs. She didn’t even fit in the chair properly, something we didn’t realize until after the 72-hour return window had passed.

Shortly after purchasing the chair, my mother was hospitalized for several days. During that time, the chair was delivered, but she didn’t have a chance to try it out until after she returned home. When she finally did attempt to use it, she was too weak to get into it on her own. It required two caregivers to physically lift and position her into the chair—completely defeating the purpose of purchasing a lift chair in the first place.

When we contacted La-Z-Boy to explain the situation, we were met with absolutely no flexibility or understanding. Despite the fact that she had been hospitalized and was unable to use the chair during the return period, we were told we could return it only if we paid a 30% restocking fee. We felt this was incredibly unfair, especially since the chair never should have been sold to her in the first place due to its size.

To make matters worse, after returning the chair and receiving a store credit, we were given a strict timeline to use that credit. Tragically, my mother passed away very suddenly and unexpectedly during that time. Even with this devastating loss, La-Z-Boy gave us just one week to decide how to use the credit—pressuring a grieving family to make a purchase while still in shock and mourning.

Throughout this process, we were met with cold, rigid policy enforcement and very little compassion—particularly from Valerie. We truly feel that common sense and human decency should have been applied in this situation. Instead, we were left feeling unheard, unsupported, and deeply disappointed in how the situation was handled.

This experience has left a lasting negative impression on our family. While we are grateful to Mitzi for her kindness, the overall handling of this situation by La-Z-Boy and Valerie was extremely...

SHORT VERSION: Nice salespeople sold me a $3K LA-Z-Boy recliner which I later discovered is made with cheap plastic parts and makes loud noises unless Lithium grease is applied regularly (which nobody mentioned). It took LA-Z-Boy a month to send someone to fix it.

LONG VERSION: The store's service was not bad. My salesperson was sweet and helpful. HOWEVER, the recliner is a complete ripoff. This thing is a love letter to false advertising, wrapped in just enough luxury to distract from its shoddy construction.

I purchased a recliner from here back in October because I was about to have shoulder surgery and sleeping in a recliner during recovery was recommended by my surgeon. The same week I bought it, the recliner broke as I was getting into it from an awkward position (due to my shoulder) and (must've) put too much of a strain on one side. There was loud snap and then the sound of plastic and some metal hitting the floor underneath me. I lowered the foot rest and felt the chair grind and pop until it ejected the rest of the piece that had broken. I took a video (see uploaded video), and I could see that a black, Y-shaped plastic piece was broken and a metal locking pin was on the floor next to small puddles of a thick white substance that felt like fresh caulk.

Turns out, the cheap plastic piece was actually a load-bearing linkage arm for one of the reclining mechanisms, and the white caulk-like substance was Lithium grease. From underneath the chair, I found several spots where Lithium grease was generously applied.

LA-Z-Boy support said the earliest available time to get someone out would be 30 days later. I agreed and they eventually did the repairs (support was not a terrible experience other than the 30-day wait). However, no grease was applied to the new part and now the chair makes a very loud and annoying noise when it rocks. Call me paranoid, but I can't help but wonder if employees or management at the store are applying this grease before delivery so that nobody will complain until the grease wears away...

My wife and I purchased a chair for my pregnant wife on 1/3/25. Sales rep eager to make the sale yet, of course, never explained how much a cluster it is to pick it up once in.

On 2/13/25, stated it is in, but we could pay to have it delivered for $100 or can wait to pickup on 2/26/25 from 1-3pm. Almost as if to leverage you to paying for delivery. Transparency would have been great from the start, would have purchased delivery on 1/3 if we would have known, but now is been just a slap and now it's principal.

Now, being we will be in the hospital the day scheduled to pick up, called and asked if there was any chance of being moved up to 2/21-2/24 due to circumstances, without delay... it's not possible. Warehouse logistics won't let us.... unless I want to pay. Lesson learned. I appreciate it.

I'll leave them at the hospital to come get it, I suppose. I'll post pictures that day 😊 Thanks again for the 2 second effort by not looking for any possibility in...