La-Z-Boy Lancaster — Local services in Manheim Township

We purchased our first couch 7 years or so ago at the Lancaster Lazy boy store and had a great experience . So we went back when we needed a new couch . This time we were disappointed . The web site states you get two accent pillows when purchasing the Edie Duo. I looked at my bill a few days after getting home and noticed that the pillows were not on there. I called the store and left a message with whoever answered the phone since my sales associate was busy . She was to call me back . A few weeks later no call. I left a message on the Lazy boy web site. I got a call then. I was told if you buy leather no pillows - the web site Does not say if you spend more money and get leather you cannot get accent pillows. I told her I assumed there would be matching leather pillows . She said no leather pillows - I told her they do make leather pillows . She said I can come in and pick out cloth pillows, we live in Mechanicsburg and went to the Lazy boy in Mechanicsburg to see if we could just pick them out there . We did not want to drive an hour nor did I want to go back to that store. Mechanicsburg store was awesome - we bought a recliner and picked out pillows . The Mechaniscsburg associate Terry-called the Lancaster store Ashley associate to give her the pillow selection to add to the couch order. ThAt was Jan 2021 . Yesterday I set up delivery of the couch. The Mechanicsburg Terry noticed the pillows were not on the Ashley Lancaster order and called us. She remembered the fabrics we selected 2 months ago. Terry is awesome . She looked into the account and there are notes that Lancaster supposedly tried to call me to find out my fabric selection . I have no messages no calls and no emails . I am not sure why she would call me anyway I don’t have the numbers needed off the fabric samples . Terry called the Lancaster store . She is now having the pillows added to the chair order. I will not go back to the Lancaster store .I have not gotten the sofa yet ( delivery in two weeks) I hope it is correct . Based on this experience I am not confident it is. I was about to give up on lazy boy but the Mechanicsburg store staff saved the day. I will go back...

This review addresses only the service we received at the Lancaster, PA La-Z-Boy store. Upon entering the first time we received a friendly greeting from Melanie. She patiently listened as we told her what we were looking for. She showed us around the showroom so we could see the possibilities. We spent quite a bit of time with her during that first visit. Upon reflecting on what we saw we returned again and again as we are wary of making mistakes on a purchase of such importance. We were always warmly greeted with a smile as we proceeded to eat up more of her time trying to hone in on the pieces that would satisfy our needs. Melanie is relatively new to La-Z-Boy. Kudos to her for having the self confidence to ask her colleagues for counsel when she needed it. That's a big deal! Sharp young woman. That projected confidence and commitment. When the time was right, she introduced us to Ashley. Ashley is a designer and showed us fabrics that might work in our room according to our tastes. We set up an appointment for her to visit our home to measure our room and use the La-Z-Boy computer program to create a virtual image of our room with our chosen sofa and recliners with the other features of the room to help us visualize the whole thing. She shared her expertise with color and room design to lead us along in the process toward a final purchase decision.

We returned tonight to make our final selection and place an order. Ashley showed us complementary fabrics and even a carpet swatch to demonstrate how the two colors we had selected could indeed work well together. No quit in this gal. All details were attended to down to the color of the swivel bases. Her patience and resolve paid off as we did indeed place an order tonight. Now we need to paint the rooms in preparation for the new furniture's arrival.

This experience is what quality customer service is all about. We are grateful to both Melanie and Ashley for shepherding us along to a final...

This was the worst experience I have ever encountered at a furniture store! The store manager was condescending and intimidating because she kept insisting I keep sitting on recliners that I did not like. She did not let us alone until I gave in and bought a recliner. The recliner was a special order with leather and I HATE it!! It’s nothing like the floor model I sat on in the store!! The leather looks fake, it’s so slippy and it’s so high, I feel like I’m sitting on Lily Tomlin’s chair. I called the store and the condescending manager said that I needed to break it in and she could do nothing!! She could not take it back. It cost approximately $2,200.00. I can’t keep this chair because it is so uncomfortable and it will take 5 years to “break” it in!! Even if I bought a floor model, she could not return that either. So, just beware she can’t return ANYTHING!! Special order or not!! My daughter bought a $7,000.00 sectional sofa at this Lancaster Lazy Boy store from a much more helpful, nice salesperson. Luckily she liked it!! She lives in State College, PA and they would not deliver it to her home so, they had to rent a truck to haul it to State College at their expense. I would highly NOT recommend purchasing anything from this overpriced store with a condescending manager, who got very annoyed at me for trying to make a decision. She should have left us look around on our own!! I hate pushy sales people!! Now I’m stuck with a horrible chair, out $2,200.00, and will go elsewhere to find a chair that I can sit in comfortably!! BEWARE, MAKE SURE WHAT YOU PICK IS PERFECT FOR YOU AND DON’T LISTEN TO MS I-WANT-YOU-TO-PICK-WHAT-I WANT-YOU-TO-GET-STORE-MANAGER!!! Anyone...