La-Z-Boy Naperville — Local services in Naperville

First let me say this isn't the first time we've purchased furniture from Lazy Boy. However this experience certainly has not matched our first one. This time . . . We found two recliners that we liked however once we were purchasing them the price didn't match the sale price. When we questioned the associate she said that we would not be getting that price because we change the fabric. At no time were we ever told that when we change the fabric it would change the price to the original price then we would get the 30 percent sale. . As we looked at the chairs and talked about changing the fabric ( she even pulled fabric for us) she never once said there would be a different price. She then explained that once you change the fabric it becomes an upcharge and it goes to the original price however the original price she quoted wasn't even what was on the chair again didn't explain that that would happen. Additionally one of the chairs we were changing to not be a rocking chair. We understood there would be $100 fee for that as we looked at another Lazy Boy store. (That sales associate informed us of that right away.) When we ask the associate about it she said Ya something like that. We did ask for some time to think about it ( while at the store). When she came back to us, she did say she could give us an additional 5% off each chair. Obviously that was a nice gesture. She never told us anything about warranties / guarantees on the chairs or the mechanics or electronics of the chairs. However she was very clear to tell us that since it's a custom piece we can't return it at all unless we want to pay a 30% restocking fee. I certainly understand you can't have people customize furniture and then just say oh well I don't like it. However if we have a quality issue with the pieces or they don't turn up to our expectation, we're just out of luck apparently. We did purchase the chairs as we have two days to think about it & cancel the order. However when we left we both really left with just a bad taste in are mouth. We didn't leave excited at all that we had just purchased new furniture. I did try calling a manager yesterday at the store to tell her/him my experience only to find out that she actually is a manager. We haven't decided if we're keeping them or not. I should be excited when making a new purchase and looking forward to them coming to the...

After paying almost 3K for sofa and recliner less than 3 years ago the leather match material is disintegrated on recliner arm. After placing complaint thru their customer care they have determined this is due to skin oils. Not sure where they pulled that from but there are only 2 adults living here and to be honest the recliner is not the 1st Choice to sit in. Was never as comfortable as the one in store and the padding is minimal. The couch is used primarily and there is no sign of material failure there. Lazy boy has yet to make any settlement and can not replace due to the fact they no longer use that particular material.. Sounds like they know there was a problem with the color match leather. Wondered why the sales person was pushing the extended warranties, no faith in their product. The store said that should not have happened after only this short term of usuage. We have always bought from Lazy Boy but that has now come to an end!!! In this time of customer service Lazy Boy has failed and they as much said too bad.

Addendum: after talking to the most rude customer care representative we had a bad feeling about what she was telling us. My husband went to store and talked to a very helpful sales associate who looked up our case and said what was written by customer care made no sense. He did some further investigation and said they would give us credit for the total amount we paid. We picked out another recliner and it will be delivered this week. I guess you just have to due your due diligence and pray you get a salesperson that cares about their...

I went into this location a few weeks ago looking for information about a chair I had purchased at another store that was defective. Vance, the salesman, even knowing that there was no sale to be had, just information given, was SUPER helpful and kind. I went in to this location today and dealt with Vance and Alex, the manager and I must say I was blown away by the superior service I received. I was exchanging the chair, again, purchased at another store, and even though this was not their problem, it was handled so professionally. (I had moved 2 hours from the original store.) Vance helped me select a chair was was a better fit for my short legs. He recommended styles and options that I was not aware of. I am SO pleased with the chair he helped me choose. Alex had to go through a lot of computer hoops to get my situation resolved while assuring me that I was not being a pain because another store was involved. He explained some things I was not aware of and was able to handle those issues with the same enthusiasm. It was a fantastic experience. I cannot express my thanks and appreciation for this team's attitude and willingness to help all the while keeping a good sense of humor and...