La-Z-Boy Pensacola — Local services in Pensacola

2 Sofas and a total of 4 pillows were purchased from Lynda Lissy, Sales Associate, on November 16, 2016. One set of pillows had a large starburst type of design, I clarified with Lynda that the design would be centered in the pillow, she assured me that it would be. Received call beginning of December items shipping to warehouse and after she hung-up with me, that she would be talking to delivery to schedule time for that following Wednesday. Next thing I know, I'm getting a call that I'm not schedule for delivery for the Wednesday which she stated, but for the Wednesday following. I call and have to leave a message, because the sales line, as well as, the other departments are not always answered, thus you leave a message, which also states that, if a return call isn't made in 24 hours to please call back. Suffice it to say I had to call back, not only that time, but many other times. Contacting this store, as well as, the other stores owned by this independent owner is a horrible process and poor representation of conducting business. Finally get a return call from Lynda, which in the end she gets my delivery scheduled for the Wednesday originally stated. However, it only gets worse. Sofa's are delivered, but no pillows and there are 2 puncture holes in the left arm of 1 of the sofas, which was noticed after the delivery guys left. Phone call made, repeat process of getting in touch with someone, over 2 days later, finally talk with Lynda. I'm told the pillows are still in the warehouse, hmmm, furthermore, the pillows were delivered at the same time as the sofas. I'm offered to have them shipped or come into the store. I opted to drive to store, thus inspecting pillows and not having to deal with potential dissatisfaction of quality, nor the whole phone call process. January 13, 2017, I go to the store, only to find 2 of the 4 pillows there. Furthermore, the 2 pillows that are there are the starburst pattern, which is not centered in the pillow, thus diminishing the effect of the pillow. Matt and Jessica, state that they will get with Lynda regarding the pillows and I emailed them pictures of the puncture holes in the above stated sofa arm. I leave with no pillows. As of today, February 1, 2017, I still have no pillows, yet my card has been charged, I spent over an hour attempting to talk with someone at the store and tried each of the options, no answer and message left with the sales department. Even called the Customer Care phone number for La-Z-Boy. I was told by Customer Care that they would have to speak with the manager of the store. Started phone calls to store again. Spoke with Ann, who stated that she was the Store Director. I'm already very frustrated and talking with her made me even more so. She interrupted, talked over me, and refused to take any responsibility for the stores bad business and customer care. In fact, she even stated, "I can't take responsibility for something I didn't know about." Wow. Ann said she was the Store Director, I would think that employees should be informing the Store Director of a very dissatisfied customer. I will take ownership that I cussed at that point saying "this is bulls*&$!", of course she said she didn't have to be talked to that way. I apologize for cussing. She stated that she would get with others involved to hear their side of the story and refund me the charges. I stated that I refused to be responsible for the 30% re-stocking fee. Ann stated she couldn't be sure that I wouldn't be charged the re-stocking fee. Are you kidding me!! It was poor craftsmanship, poor customer care, poor management, mis-representation of product (pillow craftsmanship), and an absolutely absurd time period to resolve a customer complaint. If you're thinking of purchasing from this store or any of their other stores in the Gulf Coast Region, think...

DO NOT DO BUSINESS HERE! 1 Star because we like the furniture and the delivery team was great. Minus one star because none of the dates were met the first time. Minus one star because no designer was available at delivery. Minus one star because it took 5 months for all of the items to be delivered and missing items refunded. Minus one star because of their shady business practices and the horrible credit application process

We are spoiled because we moved here from Nebraska where we worked with Nebraska Furniture Mart for decades and never had any issues.

We saw the ads for the LazyBoy designer services and thought it would be great to have some designer assistance with our new house since we left most of our furniture behind.

When we first visited the store and picked out a sectional we really liked, we were very specific that we wanted the consoles with charger and 2 power recliners. What we received was a bid (see photo below) which did not specify our requirements (color, power consoles, or power recliners).

We scheduled a designer visit to advise on sectional size and a proper sized dining table. The initial visit with the designer was great. I was excited for what the designer would pick out for us. We were told that the designer services would be about 2-3 times the cost of the furniture.

So, we thought we were prepared for the designer costs during our next visit to the store to see the design of our new living room and dining room. But, the quoted amount was not 2-3 times the cost of the furniture, the designer quote was 4 times the cost of the furniture. They don’t tell you, you don’t have to purchase all the little decor items if you don’t want to pay $300 for a shell bowl. We did say no to a few things but bought most of the designer items and paid designer prices because we were supposed to have a designer assist with the delivery and arrangement of furniture and decorative items. The website says, “relax as your designer handles the details and reveal” (see below photo from website). We never saw the designer again.

We were given a delivery date and that date passed by a couple of weeks. We had to call several times and visit the store to get the status for our delivery. When we finally got a delivery date, we were told the designer would not be available. What did we pay for?!?!?!

The delivery\warehouse team were great but they didn’t know where to put rugs, lamps, etc. because we were supposed to have a designer to coordinate all of that. So, the delivery was rather stressful. Then, we did not get the power consoles or recliners that we thought we were very specific about. We also did not get some of the smaller items that were supposed to be included in the delivery.

Salesperson refused to upgrade the recliners to power but we did get the consoles upgraded. We had to make 3 additional trips to the store in Pensacola (an hour++ round trip) to get a resolution to the missing and replacement items. Emails and calls to the salesperson were not returned or were responded via text. Their invoice greys out the item descriptions (see photo below), so the customer can’t see the specifics of the item descriptions (color, size, etc.) . The customer does not have any way to prove the correct or incorrect items were ordered or delivered.

Applying for their Zero percent interest credit account (Synchrony) was like going through a strip search. I was treated like a criminal (even had to provide a mugshot) not someone with an Excellent++ credit score.

Overall an awful experience. Luckily, I am pleased with...

My husband was scheduled to have surgery in May 2021. In mid 2020, we decided to get rid of our old, worn out and uncomfortable living room furniture knowing about the surgery and the fragility of his back during recovery. We went to Lazy Boy (solely on their supposed “reputation for quality”) and found a reclining leather couch and chair we really liked. We signed a contract on 09-25-2020 and put down a payment. We were told at that time it would be 10-12 weeks for delivery per the salesperson and the contract. We agreed knowing this gave us enough time prior to the back surgery. During the 10-12 weeks, there was absolutely no communication on the progress. At the end of 12 weeks, we had still not had any communication from Lazy Boy. Proactively, I decided to call. There was no response and no return calls on ANY of the calls/messages I left them. Unfortunately, the only apparent way to get a response was to take time out of our day and visit the showroom personally. I went in and very nicely inquired about our furniture with the original sales person, Indi?, and was treated extremely rudely….as if I was bothering her. After several attempts to locate our account, she said it would be another 4-6 weeks because COVID had put them behind. And, to reiterate, no communications about this within the contractual original 10-12 week timeframe. We waited until the end of the added 6 weeks and once again, absolutely no communication whatsoever. This prompted another visit from us to the showroom. Indi was nowhere to be found. Anne, a sales manager checked and said the leather was on back order. No communication about this, once again. It would be another 4-5 weeks. I expressed my aggravation about the new extended time element and Anne was very nice in understanding (but not alleviating) my concerns. Once again, no communication during that 4-5 week period. Once again, I had to proactively reach out to Lazy Boy, but this time I had no desire to waste my time going to the showroom. So, I texted Anne and she checked for me. She said the leather would be in that week and we should have our furniture within 3 weeks. That time passed and once again…. NO COMMUNICATION. I called after an accumulated 7 months and 2 days of waiting for furniture that was well beyond the original contractual time to cancel the furniture and ask for a refund. 3 hours later that day, we got a call that the couch had miraculously came in 3 days prior to my call and would be delivered the next day. The chair would be in the following week. The couch was delivered by two very nice and professional men. That is literally the only good thing about Lazy Boy. 7 months and 11 days of waiting for a couch and chair is ridiculous. No communication is absolutely unacceptable. The rudeness was beyond unnecessary and should have been a termination event for that employee. Needless to say, we are not happy (and will not be return) customers. We are very disappointed in the whole process and will never buy again from or recommend Lazy Boy to anyone. None of this is a COVID issue. Apparently, Lazy Boy has been on the decline for several years according to reviews and BBB submissions. Which, by the way, we will be reporting Lazy Boy to the BBB as well. Our advice, avoid Lazy...