La-Z-Boy Madison — Local services in Madison

Well the theme seems to be same with most of these reviews! The customer service is AWFUL & the management is the worst of all. If I could rate them a zero star I would. I would NOT even waste your time with them. My husband & I were in search of new living room furniture when we stopped in & Lynn (our sales person) was very helpful & patient with us. We weren't exactly sure we knew what we were looking for but she took her time & we never felt pushed. When we finally decided to order we asked her & the sales manager Josh if we change our mind what is the return policy? She & Josh both said it would be minimal if any bc we were going with very neutral colors. Josh the sales manager remind you even came out & said it would probably be no more than 10%. But if we kept the money in store there would probably be NO restocking/ return fee. After much discussions we went ahead & ordered the furniture knowing we could return for a minimal fee. Well 6 1/2 weeks went by & we started to think it wasn't going to work out for us anymore & wanted to look at our options. I called Lynn & informed her that we'd changed our mind & wanted to discuss what could be done. She was very understanding & set an apt up with their interior decorator the following day. Well I arrived for my appointment & to my surprise the interior decorator was no longer going to be able to see me. No call or anything to inform me of this. Again Lynn apologized & had her "wonderful" (insert sarcasm) sales manager Josh over to help me instead. Well that wasn't really what I came in for & having dealt with him briefly before I knew he wasn't the easiest to deal with. But since I was there & they assured me he could do the same things as the interior designer could, I agreed to meet with him & see what we could come up with. For the majority of the time spent with him, it was fine. I found something that I really liked but I wanted to think about it & discuss it with my husband. It went downhill when I asked again what can we do with this order now that I know I don't want it. He said you can cancel (we haven't even received the furniture yet) it however, you're going to have a 30% restocking fee. Unless I cancel it when I order the other furniture. But he still had to run this by the general manager (his father) 1st & show him my order was doubling in size. This is where I feel he slipped big time in his customer service. I had all intentions on keeping my money within the store but being told I would only get my full money back was too place my other order 1st. I then told him that he & his sales associate said it would be a minimal stocking fee bc it was a neutral color. He then gets very condescending & says I'm just telling you what our policy is. I then correct him and tell him that he & his sales associate should not tell customers it would a minimal fee because it was neutral. At this point I was getting very frustrated with him & his condescending communication & decided I was done dealing with him. I asked him to have his general manager call me the next day as I was not happy with his customer service. He then gets even more condescending and says "what you don't think I have good customer service, I just spent an hour & a half of my time with you." My response to him was, there's a reason your store only has a 2 1/2 star rating & from reading the other reviews I think your a big part of that reason! Sorry sweet heart, that's sales & if I'm looking at spending over $5,000 with you & your store, your customer service better be a hell of a lot better than that! Bottom line we ate the 30% bc I'd be damn if I spent anymore money with that "family" business of theirs. I went to slumberland & was able to order the exact sectional with better financing to boot. UPDATE: Lynn our sales associate after discussing with the general manager was able to cancel our order WITHOUT a restocking fee & gave us a FULL refund. NOW this is customer service, maybe the sales manager could take some tips for her. We would rate Lynn 5 stars & wish her...

I thought I needed a sleeper couch, so I looked up what Lazy Boy offered. The Madison location website stated the price of the item I was interested in - did not state if the price was a sale, so I assumed it was the regular price ($1,059). Imagine my surprise when I was quoted a price of over $1600 in the store! I asked the sales person what the regular price was and she said it was over $1500, but never gave me a solid answer. So, I purchased the sleeper, which was to be a special order. That night I reviewed the invoice - it was very confusing and I was not sure I paid the correct price. So I called and spoke to another sales person who explained the invoice program was not clear and lots of people get confused. She had me speak to the manager, Josh. He did not clear it up, and I asked lots of questions. He informed me that many people come to Madison from the Chicago area because the price is so much less - that I was getting a real deal. I repeatedly told him that I didn't believe that I received the discount that the invoice reflected - he told me that I did and the regular price was over $1500. He got rather snotty when I asked how to get my money back. Needless to say, I was not feeling that I was treated honestly, so I returned to the store (100 miles round trip) to get a refund. I spoke to a female manager who couldn't understand why I was unhappy with Josh as he has a big heart. She said she would talk to him. Just not comfortable with the whole interaction. Also, I checked the Chicago area La-Z-Boy websites and the regular price (lower than the Madison price), sale price and savings were clearly stated. So displeased. Customer service is not good at this store, but why am...

What a horrible experience. After another bad experience with a discount furniture store across the street, I thought i would give these guys a shot. I called hours prior to ensure I was going to be taken seriously. Upon showing up, there was nobody to greet me as expected from a high-end furniture stores. No big deal. I made my way to a piece that looked nice. A very nice sales lady asked if I needed help. I told here I had already talked with a "Dan". Dan showed up. We talked briefly. He said he wanted to get his tablet. Mean while I continued to sit on the sofa to be sure it was a good fit. I chatted with another customer. 16 minutes later, no sign of Dan. So I started browsing the floor models. There was not much of a selection. As I made my way around the store, I noticed "Dan" seated with another customer. Wait, what? If he had another customer, fine. Tell me he had a customer or hand me off to someone else. I don't know, maybe the nice sales lady! I totally understand if he has another customer. But at least tell me so I know. I had seen enough and knew I was not going to get good customer service after the sale. I walked out. Across the highway at Steinhafels, I met a great sales lady, Kari. She was amazing! They greeted me as soon as I got in the door and Kati spent a lot of time walking all over their huge selection of leather sofa recliners. I kept insisting she can leave me so she can get to other customers. Although she appreciated my offer, she took her time with me. Not only did I purchase about $6,000 worth of living room furniture, I'm going back next week for our bedroom furniture upgrade. Yep, go so...