La-Z-Boy Redding — Local services in Redding

Perhaps my experience was unusual. It began pleasantly enough even though I had felt uneasy in the store on a previous visit. Nevertheless, I wanted a La-Z-Boy chair so I thought it would be easy enough to accomplish that. What ensued was extremely unpleasant. Initially I was charged the full price for the chair even though it could not be delivered for several months. I reminded that it would be my preference to pay a deposit and the balance when the chair arrived. I began to get requests to pay the balance for the chair even though delivery was still up unknown. I have never been pressured for payment as I was with this store. The manager of the store was demanding and rude, she wanted her payment or she would just hang up because she had other things to do. She did insist that if the chair was not what I ordered or defective I could refuse the order, however the language on the sales contract does not make any reference to my being able to do that, it only says I can make a claim. In other words I could be left holding defective or incorrect merchandise and then have to fight for a replacement or an unlikely refund. The sales transaction at La-Z-Boy is no different than purchasing online. They have no capacity to ship to their store for you to preview your purchase. Worst of all was their manager who possess no customer service skills whatsoever is one of the rudest individuals I have ever encountered. I have shopped over the years at many furniture stores including Ethan Allan, Oak Tree and Kuebler's to name a few and always dealt with the most courteous people. I was never pressured for a payment, and with an issue on one item the manager came to my home and took care of what was needed. I can't imagine ever having to deal with anything with the manager or woman who called me from La-Z-Boy, she sounded like an angry bill collector. I just had thousands of dollars of work on my home and the contractors never pushed for payment, they invoiced, and they were paid. They did not harass as La-Z-Boy has. UPDATE: The store was generous enough to return my deposit so I have to give them credit for that, as the sales agreement indicated that the deposit would not be refundable. P.S. This week I purchased the exact same Lay-Z-Boy chair, same model, same fabric, same color from another furniture store, they delivered within two days of my purchase and for a lesser charge. The price on the chair was over $!00 lower.. I...

REVIEW UPDATED

Original post (slightly altered):

Only buy EXACTLY what you try out in the store!!!!

We sat in chairs forever. Many models, many times. We settled on one and added a swivel base. The swivel significantly altered this chair in ways we understood only taller chairs would be altered. As soon as the chair was delivered my husband sat in it and it was higher and was pushing him forward (leaning him out of the chair). Called to ask if this is normal. They said yes, the base does change even this chair in that way.

My husband is 6'1" and if he forces the chair to sit correctly (not pushing him forward) his feet barely touch the floor. This didn't happen when testing the swivel on other chairs it was installed on.

To return the chair they apply a 30% restocking fee ($500) per the manager. I completely acknowledge you do sign that you will pay a restocking fee if you want to return it the first 3 days after delivery, BUT it's frustrating there is no flexibility when I feel there is the knowledge that the swivel base we paid for would alter the chair we bought so significantly. I feel like we spent a lot of time picking the chair that we were told if we changed the base there would be minimal impact....... what we got doesn't feel only minimally changed.

Again, we did sit in other style chairs that had the swivel base and did not feel the things this chair is doing. So, back to my first line... only buy what you actually sit in in the store. That will be the only way to know what you are really getting.

Just so disappointed in this sale, but overall have never doubted the quality of La Z Boy.

Updated info (changing my review to 5 stars):

I did call the store (twice) to voice my frustration/concern. After a short amount of time, the store (manager and sales person) did follow up MORE than I expected and are working to help us be satisfied in ensuring we have a chair that matches what we anticipated. The follow up actions of the manager make me feel she understood the situation and is truly concerned about us as customers. I do appreciate that, and have always appreciated...

Worst customer service EVER! I bought chairs in November. We were told that if we took the color they had, we could get it in January, but if we wanted something different ,we'd have to wait till February. We figure , heck, I'll make do with what they have. Late December still haven't got a call for delivery, early January, still no call. When I call the store, somebody will call me back.Have Yet to receive a call. We get a call from the shipping dept to schedule our delivery. At the redding store we're told somebody will call you back to schedule delivery, after two days I call them. Might be able to get it to you this month is what they tell us and that someone will call us back and let us know. Still no call back. 2 days later I call them and am told I am too late,and now it'll be February after all , and somebody will call me back and give me more information....wanna guess if I got a call back? If you guess absolutely not, you'd be right. When I have had enough of trying to give this company my money, while not being an important enough customer to get a call back, I'm told MAYBE corporate will be kind enough to cancel my order! Maybe this was a good place to buy furniture in the past, but they've fallen a very long way. If you don't mind being blown off at every turn ,maybe this customer service will be ok, if you expect 1 call back in 3 months, go elsewhere.

Update 1. Mid feb and was told today that my furniture was being delivered. As of 7 pm no new chairs.

Update 2. Was told today, no matter what date you're told for delivery they have 5 MONTHS leeway. So if you order furniture January and are told it will be delivered in March, you might not get it till August, and they're...