La-Z-Boy Harrisburg — Local services in Lower Paxton Township

We recently bought a sofa and chair-all reclining; a coffee table, end table and console for the television. I have no complaints about the initial purchase in the store. I haven’t had the sofa and chair long enough yet, only about 2 months, to tell if they will hold up. The issues I had were with customer service, the delivery people and the fact that two of the tables were terribly flawed and I had to argue for two to three weeks for replacements. The day the furniture was delivered I noticed that the coffee table which had a shelf on the bottom had a screw that had pushed the wood up. I said something to the delivery person and he said call the store, they will send someone to look at it and probably replace the entire table. I regret not having them take it back and I take responsibility for that. Also the coffee table was supposed to raise up and it was almost impossible to to life unless you held the table down while you tried to life it which took two people. I called customer service and they said they would send someone to look at the coffee table. The repair person that came acknowledged the screw issue and said that the coffee table was put together incorrectly, a hinge was assembled wrong and that’s why it wouldn’t come up, simple greasing of a hinge would not fix it. Additionally, the repair man noticed that the console was not squared, which I hadn’t noticed on delivery. The repairman filed a report to the store, I then got a call that they were going to try and fix it. I said I wanted the tables replaced because you can’t fix a table that’s not squared and I wasn’t pleased about them replacing a hinge that was in wrong. I called customer service to argue my point and asked her if they had seen the reviews about their store on line and she said “you know those are disgruntled people,” so I guess I am one of those now LOL. She assured me you could fix a table that was not squared and that the repairs on the coffee table wouldn’t be noticeable and raved about how good the company was that repaired the furniture (not part of La-Z-Boy). My response was how did it even get out of the factory that way? Isn’t there any quality control. I called the store manager again trying to get the tables replaced versus repaired. Same argument. Finally, we went to the store with pictures of how “not” squared and how warped the console was and made a further argument about the coffee tables hinges being put in wrong so the table wouldn’t raise. Finally, after weeks of arguing our point we were told we would get new tables, so I guess the pictures proved I wasn’t exaggerating. My advice to whoever buys from La-Z-Boy, return anything that isn’t up to your standards no matter how excited you were to get your furniture, it’s worth the wait to get them replaced not repaired. Go over everything with a fine tooth comb. Don’t listen to the delivery people if they tell you “it’s easy” to get furniture replaced because it is not. Don’t feel you have to be in a hurry to inspect the furniture because the delivery guys are in a hurry - I spent about $4500 dollars (which I think was with a 25% discount from a sale that day) and I regret not being more assertive. Make sure you have someone there to look at the furniture besides yourself to help you not miss any flaws. We went through a lot of hassle to get tables replaced that shouldn’t have left the factory in the terrible condition they were in. I’m hoping the sofa and chair are of better quality and last like La-Z-Boy advertises but I haven’t been too encouraged from the other reviews I have read. Customer service was a waste of time, they have no power to help you and consider complaints to be from disgruntled people versus people that spent their money on a product line they trusted, instead call people “disgruntled” who stand up for themselves as it’s easier than fixing their...

I want to preface this by saying that I never leave bad reviews, but my experience at La-Z-Boy in Harrisburg was so abysmal that it warrants it.

My husband and I bought a custom sectional in October. We have been waiting and saving to purchase a sectional for our home for a long time, and so we were excited to get something that was exactly what we wanted and that could fit well in the space. We purchased a sectional with a recliner, love seat, and chaise lounge with pet-friendly fabric as well as coordinating chairs and pillows. We were told that there would be a slight delay because the fabric was on backorder, but that it was likely we would get the sectional sometime around Christmas.

I called in November and was told our sectional was in production and would be delivered around December 16. The date came and went; no swctional.and no communication from La-Z-Boy. We contacted them and were told that in about 2-3 weeks, we would have our sectional. We were told that our option was to wait or to purchase a couch on sale, pick it up on our own, and then when our sectional was delivered, we could return it. We declined the "offer" as we no longer felt that La-Z-Boy was reliable or could be trusted.

This frustrating game played out across January and February, with La-Z-Boy telling us our sectional's delivery was imminent, then no contact after the date passed. Often when we called, the manager was not in, a message was taken, and we were never given a call back.

Finally, in March, when we called again to check on another blown deadline, we were told that our sectional was not in production and would not be until at least July.

La-Z-Boy offered us the option to choose another fabric and have our sectional rushed (which was still 4-6 more weeks of waiting for a couch that was now 3 months overdue). However, when we tried to find out if our chosen fabric (which they sent a sample to us) was available at the plant, the manager never called us back. After waiting about a week to hear, we decided to get a refund and purchase a couch elsewhere.

Of course, because La-Z-Boy stonewalled us for months, we were looking at 2-3 months of waiting for a couch from another company, which was out of the question-- we are expecting twins and need a couch for our living room.

Thanks to La-Z-Boy's bad business practices, we had to purchase a pre-made couch so we have something. It's not the quality, size, or comfort level that we wanted. It will not work well for feeding our twins.

Thanks, La-Z-Boy for making our lives harder, offering no actual restitution, and for making extra problems for us. We will never purchase from any La-Z-Boy...

This is a hard review to write, because we love our La-Z-Boy purchase. The entire experience purchasing out new sofa was pleasant. The showroom was filled with wonderful pieces, our sales person was very helpful, and we are very satisfied with our sofa. But after purchase, beware. The customer service we've received has been awful. In December, we called for service using our extended warranty for a minor problem. While there the technician noticed something else that needed to be repaired. He said he would order the parts for us. Long story short, the parts FINALLY arrived after I called to check on the status of the order, only to find out the parts had not been ordered until I called three weeks after the initial visit. The return visit was scheduled and the day before La-Z-Boy called to let us know that the technician would arrive on Saturday between 9:35--11:35. Since Saturday is our one day to run errands, etc. we rescheduled our day to accommodate the expected service. The technician never arrived and no one called us to let us know. After SEVERAL calls to La-Z-Boy, it was determined that the tech had car trouble and would not be coming at all. This was only found out after several calls. We were told that they had no way of reaching the tech, and the only way to reach his supervisor was by email. The thing that amazed us was that NO ONE called to let us know. We were understandably upset, not so much by the missed service -- we know that things like car trouble happen -- but by the fact that NO ONE let us know and NO ONE seemed in the least bit concerned about that. We demanded an apology from the supervisor or the technician to we have yet to hear from either. Our service call was rescheduled for TWO weeks after the missed date. The thing that is so frustrating is dealing with customer service. No one seems in the least bit concerned about the missed appointment, the responsibility of someone contacting us, the insane way you have to navigate through the phone system, and having to tell the story again and again when calling. We LOVE our purchase, but we will never use La-Z-Boy again and will never recommend it to anyone. ...