La-Z-Boy Novi — Local services in Novi

Selection and quality of chairs is on par with what you would expect from La-Z-Boy. That would be the only reason to shop her. The customer service is truly lacking. Our sales rep was named Michael and we would never purchase from him again. He mentioned after my card was ran that they would not be able to assist whatsoever in loading the $2,000 chair I just purchased into my vehicle because they have no liability coverage for damages. I find that to be ridiculous as I bought a $300 chair from Bobs last month and they loaded the whole thing into my vehicle, I didn’t even get out of the car. He then arrogantly told me he hoped I “brought some muscle” because my mom and I would be loading on our own. I thought it was a strange thing to forget to mention to a pregnant woman shopping for a nursery chair. When my husband and mom showed up the next day to load the chair he wanted my husband to sign papers immediately. My husband said he wanted to inspect it first and Michael made a comment that he would have hoped we did that yesterday. Again, how dumb because the chair sat in your warehouse overnight. How would I know if you accidentally damaged it between yesterday and now? Not to mention the paper he wanted signed said to inspect prior to signature. Lastly, my mom mentioned that it would be great again if they could figure out the loading situation or at least alert customers prior to purchase. Michael told her as he was walking away, “You can’t make me feel bad.” You are correct, I can’t make you have class or good salesmanship. And on the flip side, you can’t make me ever purchase from you again. In fact, I’d never come back to your store at all. 10/10 would...

On the 4th of July 2025 I went into Lazy Boy in Novi and bought a particular chair that I really liked. I like the comfort and the color and I like the price it was on sale. I bought it I paid for it by writing a check. Soon after that a young woman came over who said she was the trainer and said I can't write a check unless I wanted to wait 10 days for it to clear. So I ripped up the check and use my Discover card. The first delivery I received not only the wrong chair but in the wrong color. I went to the store they tried to tell me that it was the lighting in the store that it was the correct chair I said it certainly was not. I asked if I could buy the floor model because I knew that one was perfect for me. They said I could I watched them put it on a dolly and take it in the back room, but when that chair was supposed to be delivered this would be the second chair wrong same as the first one. Second chair also the wrong color the same chair as the first one. I asked for a refund on my Discover card and they refuse to give it to me. I had to get the store manager involved and he got the correct color of the fabric with a chair I picked out again. He told me when this chair came that was it I would be stuck with it there would be no returns . Finally on the 26th of July I received a different chair I picked out and it was correct. It makes me sad and angry because my entire living room furniture lamps tables chairs loveseats pillows are all from that same store 20 years ago and this was the treatment that I received. I'm sorry to have to do this but they shouldn't be treating customers that...

3 out of 6 pieces of my furniture were damaged upon arrival. I ordered my furniture in August of 2021 and it is January and I still have not yet received all my furniture fully intact. When my couch was delivered there was damage to one of my three pieces of the sectional. After talking to Customer Care, they assured me a technician could come to my apartment and repair the piece on site. I waited weeks for a technician to come out and when he came he discovered that the damage could not be repaired and the piece had to be replaced entirely. He came in November and it is the end of January and the replacement couch piece has not yet been delivered. I also ordered two end tables and an entertainment console which was delivered in January 2022. Upon delivery one of the end tables was damaged. Also, the entertainment console was completely broken as both of the two shelves were barely intact and the delivery guys told me it would have to be fixed. I then had to wait 2 weeks for a technician to come out to resolve the issue. As expected, the console was damaged beyond repair and would have to be replaced entirely. I was told I would be reached out to in 3-5 business days to figure out how it would be replaced. At this point in time I am waiting to hear back from Lay-Z-Boy about replacing the console. Throughout this whole process I have felt completely on my own to resolve my issues and the salesperson who sold me all this furniture has not been helpful at all. The situation has been very frustrating and I would prefer to pay more for a better customer experience to avoid...