La-Z-Boy Reno — Local services in Reno

9/18/2020: This is an update to the 9/2/20 updated post. I will continue to give Eric 5 starts. Eric called 9/4/2020 & stated they found another chair that could be delivered the following 9/12/20 from another showroom. We accepted the offer and received the new chair as promised on 9/12/20. We are very appreciative that Eric resolved the issue, however, I am not sure about the rest of the staff at this location, or why 2 chairs did not last. Here is hoping that this chair makes it over the 1 year mark!

9/2/2020 Update from September 2019 post. Please note, I would still give Eric 5 stars in helping us find the Chair. One star is now for La-Z-Boy Furniture Galleries in Reno management and the La-Z-Boy product. On August 3, 2019 we purchased a Randell Power Recliner with Power headrest with the 5 year protection program. It was a custom order and we were informed that it would take 4-6 weeks to get it delivered. The chair was delivered in the middle of October 2019. After only have the chair for 3 weeks and sitting in a couple of times, the chair broke. The back of the chair completely broke, see photo. We wanted a brand new chair so La-Z-Boy did reorder it and we had to wait another 6 weeks. Since we have received the chair we rarely sit in it. My husband broke his femur bone two weeks ago and this is the only place he is comfortable and has been sitting in the chair daily for just over a week. Guess what, it broke AGAIN, in the same place on August 31, 2020. We called La-Z-Boy and they were able to send out a very nice service tech the next day. The service tech said he would have to order a part and it would be 4-6 weeks. He said we could still sit in the chair but not to recline or use the leg rest. For a broken femur, you want the damn leg rest. This is the second chair that has broken in the same place in less than 8 months and has maybe been used 30 times. I called La-Z-Boy after the service tech left to speak with them about the issue to find out what our options were, like could we overnight the part or have a loaner chair. I called, Carol who answered the phone apologized immediately and said she answered the phone but was busy and could she call me back. I said yes and waited an hour. I did not hear back from anyone so I called back. I explained the situation to Carol and she said she did not think they could give us a loaner chair while we waited for the repair. I asked to speak with a manager and she said Umesh was busy but would call me back later that day. At 5:02 PM Carol called and let me know that Umesh had left for the day and would call me the following day. At 4:50 PM, I called to speak with Umesh because I had not heard from him. I was informed he had gone home and would be back on Saturday. I asked to speak with the manager on duty. I believe I spoke with Brittany who wanted to know why I needed to speak with the manager and then put me on hold. She came back on the line and said the manager would not be able to help me because she could not pull up any records that were past March. I asked again to confirm no that no manager would be on duty that could help me until Saturday, she stated that was correct, only Umesh would be able to assist. The is very disappointing. The brand La-Z-Boy used to mean something. It was a quality product, made in the USA. I also tried to call the customer service line for assistance and after being on hold for 30 minutes, I hung up. I understand we are all still going through a pandemic, but businesses have adapted. Sadly, La-Z-Boy customer service has not, and their store management does not seem to be able to assist customers. I would suggest you shop elsewhere for a quality product and better store management.

ORIGINAL POST: Eric really knows the fabric and furniture. Helped us through the entire order process and was very detailed orientated to make sure we liked all of the finishes of the furniture ordered. Very patient and was able to help guide us to what we liked so we were not overwhelmed by the...

Purchased a recliner sofa and chair. In November 2020 and waited 4 months for the delivery. When it arrived, parts were missing from the chair and I refused delivery until they had all the parts. I should have refused to accept the sofa also, but I thought we could work it out with the local dealer. Was I wrong.

When the sofa was delivered, I noticed that it just looked wrong. Upon inspection, we noticed a number of problems, nothing major, but a lot of minor faults that made the it look like who ever did the upholstery was an amateur. All the cushions and seams are out of alignment, the fabric is is loose and not stapled down properly, seams were already coming undone, etc. I noted our concerns on the delivery receipt, the delivery men said they would inform La-z-Boy. I tried to contact La-z-Boy myself, but could not get ahold of anyone, the Reno La-z-Boy is closed for renovations.

I contacted La-z-Boy customer service. I was informed that I would have to work through the local franchise, seemed odd, since locally they only sold the merchandise and didn’t build it. They did give me a local email address where I could send my concerns. Customer service does not accept emails, they only receive comments and requests through Facebook, of which I am not a fan. They did give me a case number for reference and said they would look into it. That was 3 weeks ago.

I contact the given email, with a list of the problems and was contacted the next day. Set up a day and time when someone could come out and have a look at the sofa. A week later, a technician came out to look at it, took a couple of pictures and a copy of the things we had found wrong with it. He was there for 8 minutes, said there was nothing that he could do, but he would inform his bosses.

That was 2 weeks ago. I have heard nothing from anyone since. Seem like no one wants to take any responsibility on this.

Over the last 20 years, I have purchased sofas and recliners form this store. Never had a problem with the quality or service until now. Now I have to wait and hope that I don’t get stuck with this.

If you’re thinking of purchasing anything from this company, remember, they make you pay up front before they deliver anything. You will be purchasing their products on faith that they will deliver on there reputation for quality and service.

If they don’t,...

Within 1 hour the shopping and purchasing experience was complete. Kendra was the nicest person. This is our 2nd Lazy Boy livingroom set in about 20 years and you can't beat the quality and feel of Lazy Boy. UPPDATE: It's now mid September and we haven't received the matching Love seat we purchased in March from the Reno, NV store. The contract said it would be between 4-6 months (due by Sept 4, 2021). My fault for assuming not a single update from Lazy-boy in 6 months meant it was on schedule. Not happy at all right now. Apparently there is a backorder for another 5 months. Lazy boy rep is attempting to give a $200 upgrade and put a rush on a delivery by Dec. I'll know more when he calls in a few days. I would NOT have purchased a $9,000 set if I had known this is what I was going to have to deal with. At this point looks like I will NOT have my furniture for the holidays as planned. Their policy is if you're not satisfied with their product, you have 3 days to return. Well, how was I to know that the matching sofa/loveseat they contracturally sold me wasn't going to be held up on their side of their contract. Seems to me their entire contract should be nil and void to correct their problem that they've so thoughtlessly passed to me the 'valued' customer. A large company shouldn't hesitate to make this right. Maybe offer a different set entirely from the showroom floor? I wouldn't ask for anything of greater value, just a matching set now so I can move beyond this great inconvenience they have caused. Frustrated customer - Kelli

It's 's 2023 and I just sold the new set for an incredible discount/loss. Was never happy with the set so sat on a separate recliner. I have however returned to Lazyboy for another set. I've purchased the Brooks sofa and loveseat. It is a manual recliner, lay's fully back, can comfortably lay on couch due to the flat cushions (yay), and the material I chose is a durable but soft chenille which Lazyboy designers brought to my home along with 20+ swatches of different colors, material and levels to see in my actual lighting. The delivery time is 6-9 weeks. I've learned to not accept unless full delivery of complete set but feel confident this is the right choice. Very Similar to the Lazyboy set I loved...