La-Z-Boy Raleigh — Local services in Raleigh

Do not go to the La-Z-Boy in Raleigh. We went to La-Z-Boy looking for furniture to redo our living room. The staff working in the showroom did not know their product line and were unable to fulfill our order. I asked several times for a swivel glider that did not recline. The staff in Raleigh told us that La-Z-Boy only made gliders that reclined. We asked for a traditional, English library, leather recliner with nailheads and were shown their "only" option. We thought there had to be more options. So we went to the Cary store and learned that there were both several gliders that do not recline as well as leather recliners with nailhead options that were much closer to the traditional, leather, library wingback we were looking to purchase. Unfortunately, we had already ordered from the Raliegh store. Big mistake! When our order was ready for delivery, it was incomplete and incorrect after 8 weeks of waiting. We originally ordered 4 tables. Shortly after we placed our order, we were notified that our cocktail table was sold out and discontinued. Thus, we had to choose another table from another vendor which significantly changed the look of the room. A few weeks later, we again, were notified that a second table was so damaged that it had to be cancelled. Then, the day before delivery, the store manager informed me that one of the two remaining tables was damaged. She would call me back and let me know when we could get a replacement. She didn't call. I had to call her back to be told that we'd have to wait another 8 weeks for the replacement table. Finally, on the day of delivery, they tried to deliver the completely wrong leather recliner. We ordered two chocolate brown, leather recliners with brass nailheads. They arrived with one light, tan leather recliner with no nailheads and one chocolate brown recliner with nailheads. We refused to accept delivery of the wrong chair and asked the delivery men what the next steps were. We were told to call our representative and let them know what happened. No initiative from La-Z-Boy. They screwed up the order. But it's up to you, the customer, to call and fix it. I called and spoke to the same store manager as before. She said that what had most likely happened was that we had someone else's recliner and that our recliner was somewhere in the warehouse. No. La-Z-Boy made the completely wrong chair. Now it's another 6-8 weeks for them to make the replacement recliner with a "rush" on the order. We started this process in early July. We will be lucky to have the correct furniture by November for Thanksgiving if there are no more mistakes, damages, or delays. After all this incompetence, we were offered nothing other than trite platitudes of, "I'm so sorry for the inconvenience. This is very frustrating." For the price you pay for La-Z-Boy furniture, you expect quality and professionalism. Both were sorely lacking. We have had far better shopping experiences and customer service from many other furniture stores. We can not recommend this store. We will not back. Go elsewhere. Do...

AVOID THIS LA-Z-BOY STORE AT ALL COSTS - ZERO CUSTOMER SERVICE LA-Z-BOY ON GLENWOOD AVE, RALEIGH

⭐ (1/5 stars)

This La-Z-Boy store on Glenwood Ave in Raleigh has absolutely appalling customer service, especially when dealing with elderly customers. After spending $5,000 on furniture, my 86 and 92-year-old in-laws have been subjected to the most ridiculous and insensitive “customer service” process I’ve ever encountered.

THE PROBLEMS: • Once you purchase, this Glenwood Ave store completely abandons you - they outsource everything and refuse local assistance • The store manager flat-out told us it was “policy and protocol” that she couldn’t help, even with obviously defective furniture • Customer service is handled by remote technicians with zero common sense, only rigid protocol adherence

THE ABSURD “REPAIR” PROCESS: When one of their $1,450 recliners arrived damaged (clearly dropped during delivery), here’s what the Glenwood Ave La-Z-Boy expected:

Video chat with outsourced technician - but FIRST my elderly in-laws had to sign a waiver absolving the company of any injury liability Expected an 86-year-old woman and 92-year-old man to flip a 130-pound recliner so the remote tech could see underneath Schedule in-person tech visit (2 weeks wait) Order parts (another 2 weeks wait) Schedule repair attempt (another 2 weeks wait) If repair fails, order replacement (guess what - another 2 weeks!)

DO THE MATH: Chairs were ordered June 1st and delivered August 8th - already a 2+ month wait. With their ridiculous repair process, it may be OCTOBER before this defective chair is resolved! That’s potentially 4+ months for what should have been a simple replacement. A locally owned furniture store would have had a replacement chair delivered immediately, not put elderly customers through this corporate nightmare.

THE WORST PART: My in-laws are fire survivors who lost everything over a year ago. After being displaced from their home of 49 years, they finally returned and just wanted to settle back into comfort in their own space. They spent $5,000 on furniture (two $1,450 recliners, a love seat, rug, and lamp) and expected quality products and reliable service. Instead, this corporate giant is bullying and jerking around two elderly people over obviously defective furniture. The company clearly knew the chair was damaged during delivery but hoped two elderly customers wouldn’t have the fight left in them to complain.

BOTTOM LINE: This La-Z-Boy store on Glenwood Ave in Raleigh takes your money then completely abandons you to an outsourced maze of incompetent “customer service.” The delivery team knew the furniture was damaged but delivered it anyway, counting on elderly customers not to fight back. The store manager refuses to help citing “policy.”

Save yourself the headache and shop literally ANYWHERE else. This is not customer service - it’s customer abuse disguised...

If you want a nightmare, I would definitely recommend shopping here. I bought a $5400 leather couch from here on October 31, 2020. They overcharged my credit card when they took the second payment over the phone, which is necessary for it to be delivered. They only make deliveries to Fayetteville on Tuesdays and don't let you know until the day before the 3 hour window of when they will be there. Thus, if you're a single person and actually work...good luck with this. I took off a morning in March, but of course they arrived at 1pm. So 2 weeks later, I again took off 3 hours in the morning and the couch was damaged. The delivery people said the dents in the leather would come out. Then I saw chips in the feet, the leather was worn in multiple places, and the seat cushion had damage. I then spent 2 hr calling customer care took pictures and they scheduled a tech to come in May after the necessary parts would arrive to my house. Again, I had to take 3 hours off for the tech to come as they can'tguaranteea specific time, but he realized the couch was too damaged to repair it and needed more parts. I had to call corporate in Michigan, and they offered to send a new one. The new one arrived on August 31, and again more time off from work. The electric chord to make the couch recline had been cut, so they didn't even take the replacement couch off the truck. I called the store manager, Kim, she was rude like I was inconveniencing her and said "what do you want?" She wanted to just repair the replacement. I told her that if I wanted a damaged couch, I would have gotten one 10 months ago at Goodwill for 1/5th the price and would not have missed any work. She then said she would order another replacement, but refused to give me any additional information. I then called corporate and no one got back to me for 2 weeks. Thus, I filed a complaint with Bbb and NC department of Justice consumer affairs. A week later, they were more than happy to give a refund. Also, they were able to actually adhere to my request to come straight away in the morning so I wouldn't to miss any work on Sept 21. I guess when it's getting merchandise back they can do that, but not for deliveries. Gave me a full refund, including the extra money they charged. Honestly, do yourself a favor and avoid this place...