La-Z-Boy Peoria — Local services in Peoria

I have recently had an La-Z-Boy that I would have never expected. My girlfriend and I have had La-Z-Boy recliners and a desk chair and have been happy with them in the past. To be honest the transaction was straight forward with an exception to finding out the difference between how a retail experience and a franchise experience might have been but again figured it was no big deal. But the latest will make me never purchase from this business ever again. The people I dealt with were horrible at the jobs they were tasked and I have never seen a company so dedicated to lose a customer. Here is the short version. Sorry it's not short... :) Ordered a new couch (in stock) that was purposely purchased because we did not want a heavy couch with extras. Couch was delivered to house. Ended up being a very heavy couch that the delivery people made very clear that they did not want to deliver because it was heavy. Ran into issues delivering the couch because there were not enough people that could get the couch in, tilt it up on it's side and rotate it to deliver. Claimed we voided the contract and their terms because our door was not big enough. In the documentation the door was supposed to 36". Our door is 36". The delivery person said to his manager that it was 34.5" so they didn't have to deliver. The store wanted to charge us a restocking fee that was $250.00 because they refused to deliver it. Even the next day they said they would retry and then the delivery manager said he would not deliver it. Reached out to the manger and she said we had to type an email to their district manager. He would not contact us. She said because I was assertive about exercising my legal rights she was going to call the police even though I never threatened violence. This was the same person who suggested that they leave the couch in the garage and we just deliver it even though only one person (me) would be the only one to bring it in. Plus we paid for a total price to have the whole thing delivered. They said because they didn't have additional line item for delivery that they charged us for then we didn't pay for delivery. No one else contacted us and basically they never delivered it and took back to their location. We had to initiate a dispute with our company and we still haven't heard anything from them. I am sad because I feel like I will never be able to do business with this company again and I loved La-z-boy products. I leave you with this warning because not once did they show any flexibility. They even said they just want to enforce their policies and would be fired if they did anything else. Even if this is wrong and the customer is not taken care of. We want the couch. They never offer other options. They never listened to us to both the size of our ceilings. They said if they delivered it that they would not offer any warranty for the couch. They never offered other solutions and they made it sound like our house was not worthy enough to receive their furniture because it...

DO NOT TRUST THIS STORE, it will likely cost you THOUSANDS IN DAMAGE to your home and you will never get your furniture in the promised timeframe and when it finally arrives, there's a good chance it will be damaged. While performing a simple couch delivery the delivery men scratched my hardwood floors so badly that the floorboards need to be replaced. Attached are photos of just some of the areas of damaged flooring.

At no point during the sales or delivery process did they suggest to put something underneath the couch to protect the flooring, even after I offered to do so and the delivery guys said it wouldn't be a problem. I have moved multiple couches by myself and never had an issue, so I unfortunately trusted what they said. They then proceeded to leave scratches in at least 6 different areas, all so severe they require replacing of the floorboards. The delivery men said nothing and just shifted the couch a little bit to cover the scratches before we noticed and left.

Upon notifying the store within minutes of noticing the damage after the delivery guys left, they assured me we could work something out and had me go out and get quotes and pretended as if they were going to cover the cost of repair. They then denied my request for them to cover the repair bill.

On top of all this, we spent over $6,000 for furniture and it took them over 12 weeks to deliver a couch that they said would take an absolute max of 10 weeks, the couch was badly stained and now, weeks later, they still haven't fixed it and we still have yet to receive other furniture from our order that we paid for in full months ago. Beyond causing THOUSANDS of dollars of damage to my home and refusing to pay for the repairs when it was ENTIRELY their fault, they then insinuated that I was lying about how the damage occurred and it took me weeks for them to send the document that they claim makes them not liable for any damage done during delivery when they said they'd said those documents to me the next day. They never verbally mentioned anything about how they may cause damage during delivery and offer suggestions about how to avoid this and they actually told me I couldn't pick up the couch due to their policies, so they essentially locked me into using their delivery service and then proceeded to DESTROY my wood flooring while their "professionals" delivered the couch.

Bottom line is YOU SHOULD AVOID THIS STORE AT ALL COSTS!!! The business and their employees are unethical and unprofessional. If you buy anything from this RIDICULOUSLY OVERPRICED store, you will REGRET it. Save yourself time, money and headaches and go to Sherman's instead - we purchased other furniture from them and they have...

Absolutely the worst customer service ever!! I'll get to the point and write it the way it went down!! I had a defective chair from this company, it took practically months to get someone out here for repair/review. When they did come by on 03-17-22 a part was ordered and we were told it would take approximately 6 to 8 weeks to return and repair the recliner!! I agreed, and when the deadline approached the following occurred!! No one was there to take messages, answer the phone or even provide a contact of any sort!! When the wife did reach someone-it was as useful as a 3 dollar bill!! Oh, and I got a new excuse to include in the mix-the whole staff was on their annual 2 weeks vacation!! I guess time and space simply waits for Lane employees and their operations!! I hope they had a GREAT time!! I always was bread to believe the time/off vacations were merited for performance based worked objectives but like I said-The Lane bunch seems to have control of the use of ever continuing time!! Anyway, no responses, no reply ever, and they even said they didn't have e-mail!! 21st century people, 21st century!! Finally by this months beginning I ultimately found a reliable handy man to remedy the problem!! Still waiting for their efforts in trying to contact me!! I do not plan on holding my breath!! This has been a perfect example of what quality/ commitment has led to in this country!! For reason we are all well aware of for argument sake!! SO!! I plan to never ever buy their merchandise unless I personally inspect the product before I bring it home!! Unfortunately, this is a matter of never say never!! But my message to the company, their staff, and anyone involved-except the original contractor who gave the assessment/confirmed the defect-You are just fooling yourself into thinking you are anything less than a JOKE!! Annnd Lane employees, trains, and supports these morons!! I had a better work effort at 10 years old!! But that's another story!! For anybody considering this company I give you a " BEWARE" and you should take my advice should you decide to buy anything from these rip off artist!! I would double down on this bet-I bet if one of their morons bought a chair and it was defective it would have been made right in record time!! Remember, who puts the cash in Lane's accounts so you have a "pay check" at the end of the week?? I guess I'm getting to advanced for their feeble minds!! Good Luck with people like this Lane-because you're going...