La-Z-Boy New Port Richey — Local services in New Port Richey

Since 1927, La-Z-Boy has focused on building a legacy that holds up to our long-standing commitment to quality, craftsmanship, and American Heritage.

The above was a response to a previous customer's complaint regarding poor quality of product and poor quality of service. Unfortunately we have experienced much the same thing. We ordered two identical recliner sofas, paying a significant amount above what we could have done elsewhere because we thought the quality would be better with Lay Z Boy. Boy were we wrong!

We paid extra for an upgraded fabric yet both sofas came in with seriously wrinkled fabric . The installers told us the wrinkles would fall out of the fabric, which it did on one of the sofas. The other is still a mess after a month and a half. Additionally, the pieces on both sofas are seriously misaligned and one piece creaks everytime one sits on it.

We had a service call come out on September 15th and he worked on locking the pieces together, which the installers neglected to do, but he also told us there was nothing he could do about the other issues. He then sent a message to BRYAN who is the regional service manager. He said to give BRYAN a week to contact us, which he NEVER did.

We then reached out to the local store manager Chris, leaving messages but also not getting a response from her either. We finally made contact with her on October 1st. She told us we that it was not uncommon for fabric to be wrinkled, insinuating that was something to be expected. I asked her why one sofa looked fine and the other a mess, for which she had no answer. She then proceeded to email BRYAN the regional service manager. After 4 days we still have not received a response.

Today I called the regional service department for Lay Z Boy and the representative took down information, leaving a message for BRYAN once again.

My best advice to anyone considering buying sofas from Lay Z Boy is not to do it. I understand that things happen but it's what happens in the follow up that makes all the difference. That for us has been very seriously lacking. We are furnishing our new home, getting pieces from Rooms to Go, Ashley,and Wayfair. Although there were issues with each of these items, the follow up was prompt and met to our satisfaction. i am sad to say that has not been the case...

My husband and I wanted to buy American. We went to La-z-boy and decided on a sectional sofa. We went back a second time to meet with the in house designer. After selecting the pieces and writing up the order which takes a lot of time, ONLY THEN we were told orders were taking 4-6 MONTHS and of course there were more statements on the contract that said it could take longer. Our sales person kind of said it was unlikely. We were also told we would get updates by our sales person Kathryn, but we did NOT! After 5 months we began to call. A couple of times we would not get any call back. Then we were handed over to the store manager Chris who basically told us our sofa was still being made. We kept calling and got several different stories of where our sofa was (boxed, waiting to be shipped, etc.) and when they thought it would arrive. The manager seemed disinterested for the most part. We finally got our sofa almost 7 and a half months later and the console piece came broken. The delivery person took pictures and sent them to service who never called us. We called and they wanted to schedule a service visit in EARLY SEPTEMBER!! I called only to find out the pictures were blurry according to service and they did not know what the problem was. I told them the problem and they said that they will order the new piece and send someone when it arrives. I will have to call again because no one has told me how long I have to wait for that! This is one of the worst experiences I have had buying something and honestly I could have got a similar piece for much less somewhere else. Buying American is very important to my family when we can, but the stress this time was not worth it. I am sure the staff at the store is frustrated because they probably get many of the same types of calls. However, they have to understand people pay good money for stuff and at least deserve good customer service even after the sale is made. I do not feel we got that. I wanted to give no stars, but that is...

My husband and I came in today with little to no expectations. We had all three of our kids with us. They are all under five years of age. So, it was a little chaotic for my husband and I trying to keep our little ones entertained, as well as, under control. Mike was amazing from the very beginning. He greeted us right away, but he also said hello to all 3 of our kids. He escorted us all over the showroom listening to what we liked about each sectional/sofa to find us the perfect one for our home. We ended up with three or four contenders. We took a lunch break, and came back with the exact measurements of our living room area. We could have used the designer option that Mike shared with us, but my husband, the engineer, was fine doing the measurements himself. I probably had Mike run 10 different numbers for multiple options (with a sleeper sofa in the sectional, a standalone sleeper sofa with another reclining sofa, no sleeper sofa at all, etc.). He did them all with no hesitation. He never got frustrated with anything and he was always playing with our kids while my husband and I were discussing things. The manager was a very supportive role to Mike, as well. They worked well as a team to make us happy and also to make sure nothing was missed. The manager also put on Frozen and provided army toys to my 5-year old son and stuff to color with for my 3-year old girl. The whole experience from start to finish was 5+ stars. I couldn't have asked for anything more. Thank you for not only taking good care of us and providing the best customer experience, but also for including our kids (and their happiness) in the process. If you're looking to purchase any furniture, please go see Mike. You won't be...