La-Z-Boy Portland — Local services in Portland

Shockingly poor customer service from what we thought was a reputable company. First, would like to say that our initial sales experience was really good. Also our delivery guys were quick, polite and very nice. That is the reason for the two stars, if not for them this rating would be 0. This was not our first lazy boy purchase, we had also bought a sectional in Colorado in 2016. We love that couch and decided to also get an oversized arm chair and ottoman for our new house. The initial experience at the store was good, but then it went downhill from there. We had a minor issue with the fabric on our couch, and called the Portland store to get it fixed. We had bought an extended warranty through the store in Colorado which we were told repeatedly would be honored everywhere. The Portland store would not honor it even though we had proof of purchase. Even if this was the fault of a different store, a better company would have taken care of us. We were pretty put out, and tried to cancel the order for our chair. They told us we were “stuck with it” unless we wanted to pay a 50% penalty. Also, were told our chair would take 4-6 weeks for delivery. This was fine with us, but then it took 7... we had to keep calling for updates. There was no communication from their end. Finally this week we called again, they were like “oh, your chair is actually here”. How long had it been there? Who knows! They then said they’d call us the day before the delivery with a two hour window. Again, no communication. We had to call again to get a delivery time on the day of delivery. They lied and said they tried both my wife’s and my phone multiple times. This was not true as neither one of us had a missed call. Also, our phones are always on us. We do love our furniture at least. They do make a good product. It’s really a shame that their customer service is so bad. We won’t be buying any other furniture...

We bought a sectional from this store and haven’t been very impressed from the beginning. The people that work there are not very good at pricing. Every time I spoke to them, the price kept changing when it came to the warranty because they were not aware leather was more expensive. After a week or so, they notified us that they might not be able to deliver it to our house because of the weight and the stairs. I threatened to cancel the order and their tone changed. They said it would take 6-8 weeks for completion but it took 3.5 months. We were suppose to get a care package with the extended warranty but they didn’t bring one with delivery and they still have not given us one to this day (2 months). One piece of the sectional was of poor quality so we asked them to fix it. There were some deep scratches in the leather and one of the motors didn’t work properly. The person that assessed it said he would recommend they redo the section and swap them out. The decision was changed to repair without any discussion or notification to us. They said they would call me a week after the assessment but I never heard from them. When I called them, they informed me of the change. I spoke with a manager named Laurie about our dissatisfaction from the beginning. She apologized, said she would look into compensation for our time and would keep in regular contact with me until it was fixed. A month later, and I haven’t received any communication. I sent an email to a general email for the store and got a poor response from someone I haven’t spoken to before. I mentioned to Laurie before we will need to replace other furniture in the future but they must not want our business. I wouldn’t recommend purchasing your furniture from them because they only care about getting your money but not taking care of...

Our salesperson Andi was nice but I am incredibly unimpressed with the quality of the furniture and fabric, especially considering the price. We custom ordered furniture with a fabric that was supposed to be "leather like" and good for pets, etc and it is nothing as described. The quality of the build itself is mediocre with huge gaps that you can see through from the front of the couch. Craftsmanship on the build is subpar with issues with staples, loose threads and indents in the arms of the chaise and each time you lean back on the couch, the back moves.

We took a chance with La Z Boy given their longevity and reputation and spent much more money than originally intended and I have a ton of buyers remorse. I have owned couches before from Ashley and random furniture stores that have a better build quality then this. La Z Boy is the furniture you're told, you'll have "for life" and after spending $5k, I don't think this furniture will last more than a couple years at best.

Even the warranty repairman chuckled when I discussed the issues and said that they tell sales people to find out where certain couches will be because the gaps will "always be there". IF that's supposed to be the "best quality furniture" then our standards are incredibly low.

UPDATE: Months later and ive had 3 technicians to the house to "fix" this couch and between scheduling nonsense, a non responsive salesperson who I thought was helpful in the beginning and technicians not finishing the job, we are still here waiting. I feel like I bought furniture from bobs discount or big lots the way that LA Z Boy has handled this and how poorly this furniture is constructed given the price. Will literally never buy anything from them again and would recommend others to...