La-Z-Boy Newington — Local services in Newington

My husband and I were looking forward to purchasing two, beautiful, leather reclining loveseats. We chose La-Z- Boy in Newington, because we wanted impeccable quality and workmanship, unlike the selection we have seen at some other furniture stores. We loved the idea that our loveseats were being custom-made just for us at the factory and we knew that they would be perfect!

We were shocked when our loveseats arrived in poor and unacceptable condition. We had paid a premium price, but we received the discount furniture we were trying to avoid. We had chosen a lovely, tailored style which was exactly what we wanted. We deliberately chose the manual recliner to avoid the future problems we might have had with the electronic models. Both recliners arrived with less than high quality tailoring which included a lot of puckered seams. At least one of the backs of the chairs – which are very visible in our room – do not lie flat, giving the sofa that bargain basement look. One of the recliners does not close – ever! We cannot sit there because the mechanism is broken, and the chair always appears broken because it does not close!

The delivery service which brought the sofas to our home assured us that the chairs could be repaired. He diagnosed the problem and reported it to his supervisor in great detail, including specifying the part needed to repair the mechanism. He explained to us that the puckering could be smoothed out. So we agreed to wait for over a month for the repair to be completed. However, when the young man arrived to fix the damage, he could not do anything to help us. He arrived with no part and no previous knowledge of the problem.

After patiently waiting for the unsuccessful repair, I finally called the store (Newington 077), to return my unacceptable furniture. The absolute cherry on top of this cake was when the representative there explained to me that it is their policy to repair damaged, new furniture, they do not process returns! I was instructed to contact the corporate office for satisfaction. Unbelievable! After further discussion, the store representative agreed to contact corporate for me. Since I never received a call from corporate, I proceeded to write a letter to the corporate office asking for help. Weeks later, I have yet to be contacted by anyone from La-Z-Boy!

If I had known that La-Z- Boy was in the business of selling broken and poorly crafted furniture, with no available customer service, I never would have walked through their doors. This furniture should not have left the factory in this condition and should certainly have been flagged at our local store before delivery. The style we chose is a tailored one and should not have puckered seams. The lack of attention to the way the backs appear is certainly not in keeping with my idea of pricy, custom furniture. Finally, how did a broken, reclining mechanism, pass inspection at the factory and at our local store and why isn’t it easily returnable?

I am saddened by every aspect of this purchase, especially the fact that there is no concern for the customers’ complaints once delivery...

The La-Z-Boy product has been a mainstay in my life - my parents and grandparents had them as far back as the late’50s. My parents had theirs reupholstered at least twice before they passed in the 80’s. My husband ( we) has had at least 5 recliners in our 45 years of marriage, but never purchased a La-Z-Boy. Finally, 5 years ago I purchased a La-Z-Boy rocker recliner- my gift to myself for my 60th birthday. I don’t need to tell you what a difference it has made for me. Now, five years later my husband’s health has declined, and his no-name ( large furniture chain) recliner is falling apart. Yesterday, fueled by a urgent need to replace the aging recliner to accommodate new medical needs my husband we walked into the L-B store. ( thanks for the print ad in our newspaper) We were met immediately by Sarah , we told her the features he wanted. The first chair he sat in (to catch his breath) was a perfect match, but seemingly way out of our price point at $1899.00 . He tried a few others, but he kept going back to the first one. We explained the urgency to take delivery ASAP for my husband’s medical needs and our strained finances due to Covid ( job loss). Which It turns out was on clearance but still a big stretch. Sarah was so helpful. We paid cash in the amount we had budgeted, and Sarah helped us to finance the remainder for an amount we could afford. I was able to take the chair home the same day. My husband had a comfortable night and was able to breath well in that wonderful chair . La-Z-Boy products’ physical quality speaks for itself. Customer service, product warranty, extended care plans and financing options are the unsung features that so many consumers are unaware of and or don’t take into consideration when making purchases.

Sign me :...

I do not recommend buying any furniture at this location or with La-Z-Boy in general. I ordered a couch, rugs, and FOUR ottomans. The order was delayed due to covid, so it took 6-months for delivery. That was explained at the start of the order, and we were ok with that delay. What we were not ok with was everything that happened afterwards:

We were never kept updated on our order. Not a single communication about potential delivery date until one week before they wanted to schedule delivery. That's 6 months after a $12,000 order with no communication at all except a daily email blast with sales going on.

-When scheduling delivery, we were told one of the ottomans was defective, and would not be delivered so they could address the issue.

Delivery of the other 3 ottomans showed that they were not assembled correctly, and every one had bent legs. Luckily, it was something I could fix on my own, but all three ottomans still do not have perfectly straight legs.

We are now 6-weeks post-delivery and there has been absolutely no communication at all about the 4th ottoman. I have now paid for something that was never delivered, and is just completely missing.

The sad part is that the people in the store were very nice, but I've now paid for 3 defective products and one that was never delivered. La-Z-Boy corporate has said there is nothing they can do, because it is a store issue. The store has done nothing. Avoid going through...