La-Z-Boy Lexington — Local services in Lexington

BUYERS BEWARE! Great sales service until your bill is paid and you need something. Our experience is very similar to the other one-star reviews. How this business has an average rating of 4.6 is way beyond me. (Yelp reviews paint a very different picture, btw) DO NOT SPECIAL ORDER ANYTHING FROM THIS STORE, ESPECIALLY FROM ONE OF THEIR 3RD PARTY VENDORS. You are required to pre-pay 100% of your order. There is absolutely no customer support or resolution process if something goes wrong. We spent close to $11,000 on our order, which included two pieces of "artwork" for $700 each. We bought these sight unseen, based upon a screenshot during our design implementation meeting with Bree and Evelyn. We trusted them that they know this product and we'd get the quality they had represented in such high regard. We later found out that they had never ordered from this vendor they were recommending nor did they have any idea of what they were selling. Fast forward to delivery day. We were absolutely dumb founded when we unpacked them. They are literally a poster, like you would buy for $25 from the Spencer store at the mall, held in the cheapest frame and plastic (not glass) I've ever seen. They look like cheap made in China knock offs. To add to that, both have dust and debris trapped between the poster and plastic. I immediately called Bree to see if we could get a refund. She did say that see would call the distribution and service center to see if there was anything she could do but since they were a special order, they're non-refundable nor exchangable. Later found out from the distribution staff that no claim or contact had been made by anyone. Week later no word back so I texted her. Was bluntly told that "[I] signed a contract and that there's nothing she could do, that I had to call the distribution center and file a claim myself. Did that only to be told 3 weeks that there was nothing they could do for me either and told me that Lazy Boy's corporate care center had to help me. Another dead end run around. Juan with "customer care" told me that they only help with Lazy Boy furniture, no third-party vendor issues. He told me I had to call the vendor myself but couldn't even tell me who it was and said each store is independently owned and someone in the store had to help me. Called to talk to the manager, Dave Head. Had to leave messages. So far, no callback from him. So, there it was, the full circle run around of total disregard for any respect or value for a customer who in good faith put trust into their hands that we would be taken care after the sale. My husband and I have bought furniture from Lazy Boy for over 30 years. This will be the last time we'll ever step foot in another LB store. Downright shameful. IN RESPONSE TO THE OWENR'S RESPONSE: Thank you for such a thoughtful response and for making it easy to see where the corporate culture comes from. I'm glad we are able to provide resources for future training of your staff. Hopefully, our $1,400+ will provide tools for basic skills in product knowledge, customer service ethics and...

It's a shame I have to give them a star, they don't deserve it. My wife and I visited the store on 2/20/23, our sales person Gaston was pleasant and we purchased what was to be our 5th recliner from La-z-boy. We were told the only way to get a chair without a 6-8 week wait was to buy one of the many they had in stock. We picked a leather recliner with automatic controls. We took the chair home that evening along with the 10 year protection plan. We thought all was well. As I said we thought. Initially the chair worked fine, but after about 10 days, that’s right 10 days it made a loud popping noise and quit working properly. I took the chair back to the store where I was informed that they were only a showroom and did not handle repairs. The manager Dave Head called the next day and told me he would have service contact me for repairs. Now about three weeks later after hearing nothing from La-z-boy I went back to the store for something to be done to rectify the issue. As usual no manager was there in the evening hours and I had to wait for a call the next day. Well today I got a call from the service department first. On that call I explained that a weld had broken on the controller to which I was informed that because I took the chair home myself that I was as they said “not entitled to the perks afforded delivery customers”. She said that the store would pay half of the service call and that I would have to pay the other half. Remember, this is a brand new $2500.00 chair. She said I needed to call the store. I called the store but the manager was too busy to deal with a livid customer so again I had to wait. He did call fairly quickly and told me that because I picked up the chair that I had purchased it was “as is” (something that was never explained and I never signed accepting) and that they had given me a chair in perfect working order. To that comment the call ended. Obviously La-z-Boy is not the same quality of company customers have grown to expect over the years. Really sad. So all that said I could not in good conscience recommend this store or La-z-boy to anyone looking to buy quality furniture. In the future I will shop with companies who choose to stand behind the products they sell, not a company that so obviously doesn’t care about customer service. Guess this means, See you in court!

4/24/2023 Update La-Z-Boy still avoiding the issue. At least Walmart handles customer service in a timely manner, in fact they would have never questioned the issue, they would have replaced or refunded no...

My wife was amazed and surprised that I brought the news of a new La-Z-Boy couch for Christmas of 2018... we enjoyed it for the first 11 months... This was originally 5 stars due to the sales representatives, but now the overall brought the rating to less than acceptable based on the way warranty customer service is handled.

Less than a year from purchase, the back support spring broke on the right side couch recliner, which was under warranty and it was replaced in fall of 2019. In September of 2020, the left side back support spring broke and they received my request and failed to take any actions. I called back mid November to check status and they had to re-enter the warranty request after I got forwarded to 3 different numbers. The previous order in 2019 came in upholstery and frame with the spring in tact for an even swap, but my order recently - I received the un-upholstered wood frame with the springs only. Upon receipt, I went to the store and spoke with Dave, Store Manager, that he or Mike, Service Manager, would contact me Monday to follow-up on this issue. I didn't receive that call.

Today (Dec. 1st), I get automated emails & texts to setup payment for service. I called and left a message for Mike to call me back but he chose to let a service representative handle this by giving only two options:

1. pay for a brand new back frame upholstered for almost $300 or
2. pay a technician to replace the broken spring framework (taking the upholstery off the old broken spring frame and installing it back on the new spring/wood) for a $174 labor fee. If the labor is not covered, I understand, but don't misrepresent warranty covered items. I didn't get the opportunity to share with Mike that the zipper also failed due to the broken springs (lack of back support) so the cushion pillow is not held in the correct position through the back as a result. Is the zipper covered under the warranty? or is that a grey area that is not discussed or covered?

If the couch base fails, does that mean customer must choose to pay for 1) a brand new fully upholstered base or 2) pay for the labor to remove the upholstery on the old (under warranty) base and reinstall it on the new base frame?

This couch isn't 2 years old and we're unhappy with the service regarding warranty coverage . The spring is connected by a small metal tab that is barely 'nailed' into the edge of the wood frame. This is not the quality that is represented in store. Seriously disappointed with the way my concern was...