La-Z-Boy O'Fallon — Local services in O'Fallon

This needs to be known.

I bought a lazyboy loveseat and couch for approximately $4000 at the Ofallon, IL. Store it was gorgeous in the store. We waited for delivery. When the delivery fellas brought it they neglected to install the love seat properly. Since I was working from home I was not able to inspect it. I was in my office. My husband did. It appeared very nice at first glance.

I was so excited and eagerly sat down on itas my break wasin 5 minutes. I was saddened to note that the seat felt like it was sagging.

I immediately called the delivery guys who had just left 5 minutes prior and asked them to return. I explained what the furniture did. They said they could not come back.

So I went to the lazyboy store in Ofallon, Illinois and asked them to Help me with the problem. I brought pictures of the problem to show them.

They told me they would take care of it, they would make it right. However, They said they would have to send a repairman out.

Two weeks later the repairman came. They could not fix it. The repairman said the seat was sagging

I went back down to the lazyboy store and spoke with the Manager who said we are sorry but we can’t have furniture In our warehouse that they would have to eat the profit on. I explained this was not really my problem. They told me to call comfort care. I explained We had done that before leaving our home. We drove to the store while on hold 30 minutes. I showed them my phone which noted I was still on hold.

He called customer Sevice. He said I would hear something but they had not gotten the report back from the repairman.

Two more weeks went by after the manager said he would contact comfort care. I went down today to check the progress. He said he contacted comfort care. He told them there was a problem. I received no calls and explained that to him.

The manager told me they really don’t do anything there, they just sell the furniture and I should contact comfort care.

I told him I felt he sold me the furniture and felt he should take care of this. I told him this was terrible customer service and I would contact the corporate office and the BBB.

Additionally I would let everyone I know what poor customer service they offer.

As I left I let several customers know to be ware. Of course, I was asked to leave.

To make matters worse I am already receiving bills for it and just made my first payment.

So I know this was lengthy, but this was unbelievable. Buyer beware if you look at furniture at Lazyboy in Ofallon , Il. Shame Shame on them!

You can see the pictures below. Sad. You just can’t...

Sales woman was fine. We ended up buying the floor model of a sectional we really liked and decided to pick it up ourselves so we could have it that day. We were told the it would be ready when we got there to pick it up. On our way back up to the store (with our truck) we called to make sure they knew we were coming. When we got there, not only did WE have to take the sectional apart, but we had to wheel it through the showroom floor. Really???? I have previously offered to move furniture out of a store after purchase and we were told absolutely not b/c it's a liability. Not only did we have to disassemble the sectional and roll it throughout the store, we were also "politely" asked to basically be quicker so "we didn't let all of the flies from the neighborhood in." I'm sorry?? We just paid thousands of dollars, had a hell of a time getting it apart, loading it ourselves and were told to basically hurry up b/c of flies????? There were no dumpsters anywhere or anything like that. We were in a shopping center. On top of that, a male worker came back, asked if help was needed and then walked back out. I had told the sales woman my fiance and I both had bad backs. Plus, our sales woman had said she had back issues and had previously broken her neck!! But no, we've got this, we're good. Everyone I have told thought this was out of line. I completely expected to haul it back to our house in our truck ourselves since we declined the delivery. However, I did expect it to be taken apart and waiting for us at the loading area. After all, other pieces were back there waiting to be picked up with "sold" tags on them. We paid for our couch in full, were super friendly the entire time and I was entirely disappointed in how everything was handled after the sale was made. We won't be making any more...

This rating is based on the companies lack of quality control, lack of customer concern, and inability to resolve issues in a timely fashion. We purchased 2 chairs and a sofa at a July 4, 2021 sale, and were given a delivery date of November. Delivery delayed twice, but store didn't bother to tell us. We had to call them to find out what was going on. Furniture finally delivered on April 4, 2022 -5 months late. Sofa was damaged and stained. One chair was so wet you could not sit on it. Delivery personnel refused to put unacceptable pieces back on truck. Chair was finally replaced on August 10, 2022. They decided to repair sofa. First set of parts (fabric and tack strips) sent were incomplete and damaged. Second piece of fabric sent was incorrectly cu,t and the repairman could not use it. They finally got it right the third time, and sofa was repaired on Sept.26, 2022. We now have usable furniture - a year and 2 months after it was purchased. This was the worst experience I've ever had with a furniture company in 45 years. Amid their frequent apologies, they mentioned some financial compensation for all the inconvenience, but we've heard nothing more about that, and don't expect we will. The only bright spot was the repairman. He was pleasant, on time, and did really nice work. Of course, he was subcontracted and was not a La-Z-Boy employee. We cannot recommend...