La-Z-Boy Scottsdale — Local services in Phoenix

It was June 8th, 2020 that I paid my deposit and the order was placed. I asked Cindy Weisser, the sales associate, when I could expect delivery and was told it would be delivered in 8-10 weeks. That was longer than I had ever waited for a piece of furniture but I was happy to wait for a quality product. After 8 weeks I emailed Cindy and asked when I could expect delivery. A few days later she responded and said:

"We quote 8-10 weeks for delivery which would make delivery mid to late August. Hopefully we're still on that time frame. Production has been a bit behind because sales have been up 30-37% in June and July (YAY)!! I am hopeful the quoted time is still on."

I waited until the middle of the 10th week, it was August 12th (my birthday) and emailed Cindy again. She responded on the 13th that she would check the status when she got back in the store on Saturday. I have another couch set that I need to get rid of before the delivery of the new sectional so I needed to know when it would be delivered so I called the customer service line and had to leave a message. I wrote Cindy back letting her know I left a message with customer service. She responded and said that everything was running behind because of COVID. Please note that COVID was already in full force by the time I purchased the couch and 2 weeks prior to her saying that she told me that things might be slow due to their huge sales increase.

I finally got a call back from customer service and they told me that I can expect delivery in mid-November. Furious with the lack of communications and their inability to set reasonable expectations, I asked to cancel the order. After giving it some thought, I decided to go ahead with the order (whats another few weeks right?). When I decided to cancel my order, the manager Ray got involved. He said he would remove the shipping cost for the inconvenience and that he would be sure to communicate with me regularly regarding the status of the order.

Cindy emailed me again on September 13th and said:

"Just touching base to let you know it looks like your order is still "on schedule" Made me a bit nervous to pull yours up..., so far so good."

Then on October 3rd, Ray called and left a voice message on my phone and said that nothing had changed except that they now have the leather to fill the order and it would still be shipped out the week of November 16th.

On October 28th Ray texted me and said, again, that the order would ship the week of November 16th. So on Monday, November 16th, I texted Ray and asked if we were still on schedule. The next day he responded and said that their website was not updated to show it was being delivered but "that is not unusual. 95% of our orders are shipping out the week they are supposed to. I will check again later in the week" I texted again, yesterday November 19th. Ray responded that he would have a better idea in the morning.

So here we are, November 20th, the last day of the week it was supposed to ship out. Ray called me around 2:45PM and said he had bad news - the leather needed to make my sectional wouldn't be arriving until December 7th! That means that not only did it not ship the week it was supposed to AGAIN it's going to be another two weeks before they even begin to make it much less ship it. And may I remind you that I have a voice message from October 3rd with him saying that they had the leather!

I have literally never dealt with a company that was this horrible at communication. It has now been over 24 weeks - 6 Months that I have been waiting on this sectional. I gave them so many opportunities to tell me that the couch wasn't going to ship but it was the last day of the week it was supposed to ship BOTH TIMES that I was finally notified.

Please do not order your furniture from the Scottsdale La-Z-Boy. Giving them 1 star is incredibly generous. By the way, I have all of the texts, emails and the voicemail stating that they had the leather by October 3rd....

Classist, and Racist Experience I’m a 26 year old Latino man who went in with my roommate to buy a couch for our apartment. We would be using my family’s La-Z-Boy credit card but had some questions. As soon as i said I had questions our associate Denny’s attitude changed entirely to belittling, and treating us like we had no money. I called my mother to ask if she knew the company changed their credit policy and she was never made aware. This wasn’t the issue as we understood things change but the way they talked to us and my mother on the phone was belittling. While her coworkers all gathered around to watch. As soon as I paid the $450 deposit, Debby’s mood changed entirely to a happy one asking about our jobs and how we like it. My mother saw she had 2 charges on the credit card and couldn’t use it but Debby said one was a pending charge and would go away. 2 weeks later the charge is still there and my family can’t use the card. Synchrony told us they couldn’t credit that we had to go to the store itself. I went in yesterday and was told the same thing again that it wasn’t a real charge and would go away, we kept telling them no that’s not what they said. Both Debby and her finance woman Katie both belittled and told us to not worry about it. I asked if there was a way to write a overall review of the experience, was told there isn’t and “that it wasn’t what she intended” and basically put the entire blame on me. We called Synchrony back and we’re credited it back and told that this store is not doing the right process and would be investigating into why a charge wasn’t credited or disputed and we were lied to. Rude experience from the start, as soon as they saw a Latino man come in they treated me with disdain. They all gather around and watch because the store is so empty and they have no customers. There’s a reason this store is 2 and a half starts. If you want racist white women as your associates who will try to steal and belittle than you found the...

My husband and I have furnished four rooms in our home with Lazy Boy. We were fortunate to walk into the Scottsdale store and be welcomed by Dena Drougas. She is an excellent sales consultant...very knowledgeable but never pushy. Her warmth and friendliness are genuine and make for a pleasant and productive shopping experience.

We also worked with interior designer, Lori Brent. Somehow, Lori knows how to walk the line between what she knows will make your space look fabulous and what you want. When it comes to taste, I'm an emerging butterfly, and Lori gave me a lot of confidence in what was for me an intimidating and daunting task.

Both Dena and Lori came to our home to understand the space and help us find our design. Between the two of them, they made our house our home. They listened to what we wanted and who we are as people so we could find our own style...classic comfort.

The furniture is strongly built, and the fabrics are fashionable but made for durability. Lazy Boy quality speaks for itself.

The deliveryman were clean, professional and hardworking...no talking on the cellphone during the delivery. They were respectful of our home.

Nothing is perfect, and that is why you want great customer service. I brought my issues to Dena, and she took care of each concern going above and beyond to make sure we were completely happy.

There is definitely cheaper furniture out there. I know because I bought cheap twice and regretted it. Now we are saving to furnish our fifth and final room, and we'll do it with Lazy Boy. Our experience has truly been five star...