La-Z-Boy Rockford — Local services in Rockford Township

My wife and I have always known La-Z-Boy was renowned for their quality, we went to them for a new living room set. At their Rockford, IL store , in April, we worked with their interior designer Joanna. Our final total exceeded $10K. Quite an undertaking. We were informed that if what we ordered was not to our liking we could return it with a restocking fee. Because this large custom order was placed near the end of the pandemic we were told that our items would not be in until August or September. Understood. Just this week, in mid-June, we needed to respond to a family financial matter. Calling the store, we learned Joanna had left and sales person Ann looked up our account. We asked to cancel a custom recliner. We were advised of a 30% restocking fee. I asked if she would intercede with management on our behalf. Management said no to our request. We acknowledged the restocking advisory, but assumed it was for returned merchandise. Our merchandise is not even in existence as of this writing. So, what is being “RESTOCKED “? Nothing! The only thing to be done is make a computer entry. For that inconvenience, I would be willing to part with an appropriate payment.

So, four (4) stars for their merchandise. One-half (1/2) star for their lack of customer service and satisfaction.

6/30. I have now been contacted by manager, Scott, who has had an opportunity to review the facts of my initial review. He assured me that Customer Service & Satisfaction is as important as their furniture. This matter has been resolved to our satisfaction. Thank you Scott for your discretion and restoring our faith...

We ordered furniture in October 2020, which was delivered in March of 2021. Delay was due to the whole country being shut down with Covid. OK, I can deal with that as everyone knows this and how bad things were with Covid at first .

I went specifically to La-Z-Boy for the quality, brand and known for well made furniture. However, when delivered in March 2021, there were some imperfections on 3 pcs of furniture. It took forever for Comfort Care to respond. They finally sent a rep to my home, who briefly took a look at it and said the pieces would be replaced , that they would ship them to my home. I still have not seen the replacement pieces nor have I heard from anyone at the Rockford Store, Corporate, Comfort Care Reps, for someone to let me know when they would be replaced , not anyone. Zero responses , Nothing , It has been since the last week of March 2021 since we have been dealing with this. We purchased a whole family room of furniture & spent a lot of money in this store for quality furniture . Needless to say, I am terribly disappointed and truly disgusted and getting no where with this. It has been a huge let down . I cant return the furniture,,, all I want is for this to be corrected and made good by La-Z-Boy . Is that too much to ask for? So, for this, their Customer Service and their Comfort Care Service gets a zero rating from me . Again, highly disappointed and dissatisfied. I wish they would respond to me to get this...

I ordered a couch from Lazy Boy Rockford Illinois. After two weeks of having the couch in my home I noticed that the cushions on the back were sagging. I called to have it fixed. It took two weeks to have a technician come out to take a picture of it. Then he said he would order more stuffing to add to it. He told me I needed to call to set up an appointment for them to come back out when I received the stuffing. After 3 weeks and still not getting it I called and apparently they never ordered it because it was not approved. But they ordered it the day I called and said it would take about two weeks. I received the stuffing and called and they said it would be 2 weeks before they could come out. I received my brand new couch on December 28th and it is now finally fixed on March 9th. My couch literally look like it was about 15 years old. Unfortunately they did not add stuffing but they replaced the stuffing with the same exact amount. I'm pretty sure the same exact thing is going to happen again. I am not happy with my experience was lazy boy at all. I will never recommend them to anyone. After paying almost $5,000 for my couch this should not be an issue! I even went back to the store to see the floor model that I sat on. They definitely had those stuffed more than my...