La-Z-Boy Sacramento — Local services in Rancho Cordova

My wife and I went to purchase new furniture at the end of January, Laura P helped us and was initially great. We ordered a recliner, love seat, and couch. We paid our direct deposit and were told that our recliner would come first 2 weeks later, and our love seat and couch would not come until Summer sometime. This is where the issues begin, Laura basically has ghosted us. We have not spoken with her since we bought the furniture, she got the commission, though. The recliner, which was supposed to come two weeks later, did not show up until 4 weeks, never got a call from Laura at all, or receive any update on what was going on. I actually had to call and find out on my own the recliner was ready for delivery. That was the first issue. The second issue has to do with our loveseat and couch. Again, I never have heard from Laura P at all and have called to check on the status. I was recently offered a job in Missouri, and we have to move by mid-July. After multiple calls with Lazy-Boy, at first, we were told we could not cancel the order even though it was not in production, nor can they ship it to another store in Missouri. The date that I was given was the beginning of August. I called again and spoke to another staff member and was now told that we could cancel, but they would keep our deposit? It is a lot of money! So I am hearing different things now from two different staff members. Our items are not even in production, why can't I cancel and just get refunded? Also, why has there been no communication from Laura? I already complained about Laura and still no communication. I do not understand why we cannot cancel or have it shipped to a different store in Missouri! It makes no sense!

Update: I received a call from the store manager Nick Davis who just started back in June. He took accountability for what took place and stated that Laura P dropped the ball and apologized. He refunded us back the deposit and canceled our order which we thought we could not do. He was great to speak with and really helped us out to get this situation taken care of. I am still unhappy with Laura P, but Nick handed things on behalf of the store and left my wife and me happy. A big thank you to Nick for being so responsive and taking care of this for us. I will bump up my review to good due to Nick. With him, as store manager, I know things will get better in the...

BUYER BEWARE. We purchased a double recliner w/console from this store/company. They didn’t have it on the floor but had one in the warehouse that would fit our limited space. They did have the matching couch and chair which were sizable and comfortable so we went ahead with the purchase as they had no other options that would fit. When it was delivered it was much smaller than the measurements we were given as they measured from the far outside of the arms and not across the back. It was unacceptable. The following day we went back to the store to ask for assistance. We were told since it was a stock item we could return and reselect. They would charge us a 30% restocking fee and they had nothing else that would fit and would not refund our money. They would have a different model coming in 2-3 weeks and the additional price would be $1300. We had already paid $2300+ for the first one. AND we had to pay the difference now so it could be held for us. Then if we didn’t accept it we would have to pay another 30% restocking fee for that one. Again no refund, only store credit and we wanted nothing from them EVER. SUCH A DEAL. RIGHT?? Our other option was to contact the warranty department, someplace in the Midwest, and they would come out and measure. If it was, in fact, smaller they would remake the loveseat but this would take months. THEN if we rejected the remake they would refund the balance after the 30% restocking fee as a store credit. NO WAY IS THAT AN ACCEPTABLE SOLUTION. We sold the loveseat for $500 and bought one from a different store that has great customer service. I think La-Z-boy has gone from a very good company to a very bad company. SHAME ON THEM and shame on us for our mistake. It’s been a very expensive and disheartening lesson learned by 2 elderly people. Never in our 83 and 95 years, respectively, have we...

I have not received my sofa bed yet, despite ordering it five months ago, so I cannot comment on the quality, only on the customer service, which was poor. Our sales representative, Jeff, was helpful in the showroom, but once we walked out the door, it went downhill. I noted at the store that he had mistyped our email on the order. I’d asked him to fix it and email me the receipt. He forgot. I finally did get it after contacting him. We’d been told it could take eight to ten weeks to get our sofa bed due to Covid. That was fine. We expected it to be delivered in mid November. Delivery date came and went with no update. After I contacted him, I was told the new delivery date was going to be mid January. Mid January came and went and still no word. I contacted him again. Four days later, I got a response saying he would check on the status and he would get back to me in about an hour. I waited three more days and never heard back. At that point I called the store and left a phone message saying that I would come down to the showroom to have a discussion the next morning and he likely would not like it. I left a negative review on Yelp and contacted the corporate offices.

The next morning he called my husband (not me) and said our sofa bed was ready, but it was at their facility in Los Angeles. We live in Northern California. He also said that they could not deliver it to our home in Napa, despite us paying for delivery when we ordered and being told when we ordered it that it would be no problem to deliver it there. We bought it in Sacramento. So now, if it ever shows up, we will have to go to the store to pick it up. Overall, our experience has been awful, and I still don’t have my sofa bed five...