La-Z-Boy Mentor — Local services in Mentor

Here is my experience..I ordered a recliner in February and was advised I would have it by end of June. Checked with the Mentor store 2 times prior to end of June and was advised still on time. Checked a 3rd time after original delivery date passed and was told it moved to mid October. ( If someone would have called me prior and communicated this to me, I would have been more understanding due to the state of the world.)

A few days later the store called and offered me an upgrade and said it would be about 6-8 weeks for delivery. I followed up at the 6 week point and was told all was on schedule. Followed up at the 8 week point and was now told my upgraded chair was now out to the end of October. At this time I contacted corporate and the regional manager did follow up and apologized for the excessive lead time and said he'd follow up when it was built...and he did. At that time I confirmed color, style, handle option and head rest and arm covers and he confirmed all was good.

Chair delivered October 30th and had 1 imperfection, the upgraded handle however no head rest cover and no arm covers. The delivery driver contacted the store manager who said the option for covers wasn't available on leather recliners (which was never mentioned prior) and he'd call me later... which he didn't.

Lazyboy quality just is not as good as it once was and customer service was nonexistent but of course they were more than happy to take my order/money.

There really needs to be a better system on following up proactively with their customers. This whole lack of communication for 8 months was beyond...

In April, we purchased a sofa off the the floor in the Mentor, OH store and ordered a love seat to match. We were told the love seat was in production and would be available in May. In early May we got a call saying the love seat was on its way to the warehouse in Columbus but did we want the sofa delivered on May 25 since the love seat would not be available at that time. As a convenience to La-Z-Boy, I said we could wait rather that have them make two deliveries. In June, I called about my furniture and was told the sofa was still in the store and the love seat was in the warehouse but not yet ready for delivery. In early July, when I called, I was told the love seat was "available" for delivery but not yet scheduled! Yesterday, July 27, I got a call saying my furniture would be delivered today, July 28. This morning, I got a call saying my sofa was still in the store and did I want just the loveseat delivered! You see, the sofa had to be sent to the warehouse, in Columbus, to be delivered with the love seat! The store does not open until 10:00 so I have no idea why the delivery truck can't go to the store and get the sofa since it's practically on the way. To say I'm ticked is mild. I understand La-Z Boy is having difficulties getting delivery people but you would think they could coordinate their efforts better than this. By the way, this furniture was paid...

Buying of the couch was a fair experience. The pricing disclosure with regards to fabric choice was frustrating and felt condesendending and manipulative. I don’t mind that different fabrics are different coats but why not group or label them as so. As a consumer it is important for me to stay within my own budget restraints but I felt unable to know which fabrics allowed me to do that. We expected delivery of our two pieces of furniture shortly after the stay at home orders went into place. We are completely understanding that this would delay delivery. But we received ZERO communication from Lazyboy about this. Certainly an employee would contact current customers about major disruptions in delivery? Nope. Nothing. When business reopened I called your store and only then was delivery scheduled. At that point only one of two pieces was delivered. I called the store and then they realized thatone piece was still at the store and was not sent for treatment and delivery. So they then rescheduled delivery of the second piece. I am very sympathetic to complications that result from mandatory stay at home order. But I don’t think reasonable communication between the local office and a customer should be disrupted completely. Lazyboy occcassionally offers free delivery. We did not receive that. We paid in full for delivery. We are still waiting for delivery of the...