La-Z-Boy Langhorne — Local services in Middletown Township

BUYER BEWARE! BAIT AND SWITCH! FLOOR MODELS PASSED OFF AS NEW ITEMS!

Let me preface this by saying La Z Boy furniture is not what it used to be. In addition, the ignorant manager(Margaret) at this store is extra horrendous.

My husband and I came here to purchase a recliner. We picked one out, selected the fabric, and ordered it. The total cost with everything was $3445 (yes, for one chair)

When I accepted delivery of the chair, all the electronics worked, there were no rips or tears etc. But when my husband got home later and sat in it, he realized the foam and padding in the chair was much softer than what he sat on in the store. He could feel the wood frame of the chair through the padding in the armrests (I admit I missed this). La Z Boy had pulled a bait and switch on us.

We called the store the next morning, and the store manager Margaret answered. Her response to our issue was that we should have checked the chair better and that we had to call customer service to schedule a warranty repair. She did not offer any help, she was extremely condescending and quite useless. Little did we know this was just a sneak peak into her atrocious behavior.

Needless to say, the repair man came out and couldn't do anything. You can't put more padding or higher quality foam in an already upholstered chair. He did warn us that they will try to send out new arms and they may never come out right.

We lost all faith in having La Z Boy rebuild a new recliner and decided the best bet was to use our $3400 store credit to buy some new desks and end tables. (beware you can't get a refund on anything custom, unless you refuse delivery of the product immediately).

We spent an hour back at the store trying to spend down our store credit. When we were told we would be charged a $90 delivery fee for each item, we expressed our disapproval of these deceptive fees being tacked on. Tatyana was able to make it right with just one fee. Margaret, howerever, overheard the conversation (which was very civil) and decided she needed to chime in even after the matter was already resolved. She became very argumentative. She acted like a toddler throwing a temper tantrum trying to defend her store and the La Z Boy brand in any wrondoing, and placed blame on us for not accepting the crappy chair. It shocked us that a store manager in the customer service industry would speak to a customer in their store spending this kind of money. My husband immediately pointed out the multiple google reviews he recently read specifically about her and her behavior. They are all very accurate.

THERE'S MORE PART 2: When the replacement furniture was delivered we needed to refuse delivery of three items. One sofa table was chipped and the other two pieces were the floor models being passed off as new, which also had missing parts and damage. When I called the store while the delivery men were still here to let them know, Tatyana answered and tried to tell me the one desk and matching stool were on clearance and I couldn't refuse the delivery. They were actually expecting us to take a desk that the legs were coming off of because pins were missing and a chipped up stool. I immediately called their customer support and the woman (Gracie, very nice) I spoke to confirmed that we should refuse delivery of any damaged items. She also said there are no polices against us refusing damaged items. Please know, the supposed clearance items in question were marked as a "sale" items in the store. And at no point in time did any store employee indicate we were buying the floor model, nor did we agree to buy a used piece of furniture.

This all came to a head with us getting our money back for the pieces we refused. If they could have just done this in the first place with the chair, we would not have been forced to buy low quality cheap furniture, hiding behind a well...

I was looking for a new L-shaped sofa for my den and was interesting in getting one that has reclining sections. The La-Z-Boy brand is virtually synonymous with recliners and has been around for almost a century, so I thought they would provide a quality product and reliable service. This might be true at some locations, but was definitely not the case at the Langhorne, PA store.

I purchased the sofa at the beginning of November and was told that it would possibly not be delivered until up to six months later. I was perfectly willing to wait that long. On May 1, the sofa was finally delivered by a crew of three men. I found it quite disconcerting that not one of the three could speak English, so it was impossible to communicate with them. I would think that it would be good business practice to schedule at least one person who, if not a native English speaker, was bilingual, so that some form of basic communication could take place. As it turned out, the sofa was damaged. For some reason, no matter how they tried, they could not eliminate some obvious wide gaps (an obvious wide gap?) between individual sections. Since the whole idea of a sectional is that it fit together into a virtually seamless whole, this was not acceptable; I was not going to live with furniture that was both unsightly and uncomfortable. My husband was able to make them understand that the sofa needed to go back onto the truck.

Because it was approximately 8:30 am, the store hadn’t yet opened, so there was no one the crew or I could call for assistance. Because my salesperson, Susan, had been pleasant and helpful, I thought I might receive the same sort of service when I finally was able to get through to someone at the store. I had to make several calls and each time I was told that someone would get back to me, which did not happen after several long waits to hear from someone who could help. When I did speak with the store manager, Jeff, he was extremely rude, nasty, and defensive; instead of a willingness to help a disservice customer, he seemed to want to make me feel that the situation was my fault. At one point, he said that he would have to charge me a 30% restocking fee if I decided I didn’t want the sofa and wanted to return it. This was the last straw. At that point I was angry and reiterated that this was not a cancellation – the merchandise was defective, which was not my fault, and I had no intention of paying good money for damaged goods. With a tone that sent a clear message that he didn’t really believe me, he said that he would have to wait to do anything until the sofa arrived back at the warehouse, where it could be examined. Never once did he address the issue of why no one on the delivery crew spoke any English.

Later Jeff (Susan?? Who?) called back and, lo and behold, the sofa was indeed damaged. (S)he told me my money would be refunded. He made no effort to work something out with me, such as letting me keep the damaged sofa while waiting for a replacement, which might have kept my business. After all the aggravation and disservice, I realized that I should just take the refund and purchase my sofa somewhere else. I am glad to be done with the whole matter.

In summary, this experience with this store and its manager was unpleasant and upsetting. My advice would be “buyer beware.” How a problem is resolved can either win a lifelong loyal customer or drive the customer away, never to return. I fall within the latter category. I have also tried to call customer relations for the last few days to find out exactly what happened and have been left on hold each time for well...

If there were zero stars, I would give that. My husband and I purchased over 10,000 dollars in new furniture at the Lazy Boy Langhorne Pa location What a nightmare. They happen to be located by an array of furniture stores in that area but we wanted quality and a more professional experience so we figured we were in good, competent hands , right? Wrong! Let me start off by saying a little common courtesy can go a very long way, but apparently that is not their thing. The couch we ordered came in much much lighter than the swatch we had received from their store. We weren’t told this could be a potential issue, how would we know? When we came in the very next day after we received our couch to follow up with the problem we were met with a wall of distain and unprofessionalism, not even a simple “Oh geez, I’m so sorry that happened” Instead, the manager Margaret told us “now they have to bring the couch back here, where am I going to fit and what am I supposed to do with it??? Not jokingly, not friendly in any way shape or form. (Fyi Margaret -a teeny tiny bit of empathy goes a long way for future customers but I’m guessing that is not in your wheelhouse) We were charged $1700 plus delivery for the exchange. We were big time inconveniencing them way past their comfort zone and they let us know it. Is customer service not a thing anymore Margaret and Tatiana? I guess not in your store. The replacement sofa took months and months and we were left with no couch in our family room during the holidays even though it was not a custom order and a stock color which we were told it was in available in stock at the warehouse. My husband and I felt that we were getting the runaround for spite. We would call the store every few weeks to check on delivery date and would get a different answer every time about a piece of furniture that was just sitting there waiting, in stock. Hmmmm My husband finally called the 800 number to see if we could get anywhere and to get an adjustment on our $1700 difference for the error. We have been in the service business for over 35 years and could not fathom treating a valued customer like this. They said it was up to the store manager, Margaret, she would have the discretion to do so. She did not but I guess if you can’t even say a simple I’m so sorry this happened but this is the best we can do but instead of “now they have to bring the couch back here, where am I going to fit and what am I supposed to do with it??? Wow, Seriously?? If a difference in price needs to be paid of course that’s reasonable and understandable but in light of the colors being off on the samples I thought a slight adjustment would and could be made wish she was able to do she just chose not to per upper management. The higher Management at the La-Z-Boy company 800 number said that Margaret had the discretion to do that but chose not to. It was not my problem, except for that, it was. There is NO excuse for the terrible attitudes and months and months of waiting for a sofa that I was told was “in stock” ??? once again, I will say a little customer service goes a very long way But don’t make the mistake of expecting that here. We have never shopped at La-Z-Boy before and this will absolutely be our last time, we still have a whole house to finish, but we will look elsewhere where we are appreciated as valued customers Margaret was the absolute worst to deal with, buyer beware!!!! I will say kudos to The delivery team that we had both times exchanging the sofa they were awesome. That’s the only good thing I have to say about the experience. It was a...