La-Z-Boy Roseville — Local services in Roseville

I ordered the Colin’s sectional in December of 2020 and due to the pandemic workforce restrictions and supply chain constraints the timeline was given as 6-8 months. That is not the reason for the 1 star.

I was initially told that I would receive an update every 4 to 6 weeks. But I have only received two proactive updates since my order was submitted in December 2020. Every update I have had to call into the store myself and 80% of the time there is no answer. Each time someone checked my order and updated that there is no change in status. Luckily there was someone on their game, after 5 months!!! I call in for one of my initiated checks for a status and the woman on the phone is checking my order and notices that it was ordered incorrectly. Half of my sectional was ordered in a different style. (Frankencouch). She does not tell me this on the phone but I can tell she is confused by the order, she tells me there is no change in status but that she will request the sales associate call me. Then miraculously I receive a call from the sales associate and he informs me of the mistake made, and that the order would need to be resubmitted and I will only receive the correct pieces and the remaining pieces ordered incorrectly I will get in February of 2022! So now it is August 16th, 2021,.. I have two pieces of my sectional which took 8 months to receive, pandemic,. fine I get it. But! I should have my entire sectional!!! Now it will be in total of 14 months (not 6-8mo) to receive my complete order.

Sales Associate (Bryan Wittrup, Roseville, Ca location) ordered my couch incorrectly. It took 5 months for someone (thank you to her!) to find the issue with my order. The manager later said it was as caught in a ‘store audit’. BS, it was caught by a single diligent employee and now you are trying to dress it up as though the store did some proactive due diligence. Getting the store and the lazyboy corporation to take some accountability and reparations is a joke. Yea, the floor manager at the lazyboy seemed genuine and was able to communicate well with me,. But the sales associate that made the mistake was going through the motions of the ‘apology’ but it didn’t feel genuine. Talking to the store and to corporate, each referred me to dispute with the other. So an endless circle of no customer satisfaction. As a customer when there is a mess up this big, the reparation should be seamless,. It should not matter if it’s store, manufacturing, corporate,. I should have a single point to dispute and not have to advocate for myself.

I wanted there to be some accountability and my incorrectly ordered pieces be expedited considering there was a mistake made by lazyboy. The corporate office just kept giving some blanket statement that the manufacturer can’t take any such requests,. Yet the store told me that they can, but only if there is a manufacturing mistake. A mistake is a mistake. I am now without a full couch for another 6!!! months. Ridiculous. I’m not don’t fighting with corporate about this.

My take, the couch is nice but not worth the time and headache fir the price. Take your $ somewhere else. The customer support of lazyboy is horrible. I got free...

Such good products and such terrible service. I placed my order for a recliner on Aug 16th. And the sales lady was very friendly and helpful, there was talk about my recliners birth certificate already being printed and it's ready to go and blah blah blah, by the time I slid my card I had realized I wasn't getting this chair quickly but was assured it was made and ready to go in southern California, I'm in northern California so no big deal. They said they would call when it comes in and I could pick it up because I didn't want it delivered to my house, they mumbled something about hopefully before Septemeber 5th and made me feel great before I left. I start calling around September 3rd for an update because I'm antsy and get a terrible lady (not the one who helped me in store) who says "I don't know about your chair, I dont know what to tell you. We don"t know when it will come in." Nothing you can do basically. Ok shes rude and hates her job, had a bad day, whatever I'll call back. September 5th or so I call back and get a super friendly younger guy who's apologetic and says he sees that it's on it's way and you'll be getting a call anyday now. Sweet now I feel better, but still nothing. Then I get another guy on the 10th who alludes to something like "Oh we never know when but I can check and see if theres any notes." No notes...At least he was honest that they have no way to tell what's going on. You would think for such a large business that gives a "birth certificate" to a chair they would have some sort of tracking/ shipping & receiving updates but nope just sit and wait till who knows when to receive your item and don't call to check or you will just get the run around. Not the way I was taught to do business by any means....

Update! September 11 I went into the store for refund or exchange and of course no refunds so I asked if I could exchange it for something I could actually take home and they said that the only thing they could do with my permission is cancel the order and order the exact same chair again but with a different serial number so maybe it will get here faster because they have some already made.... they dont know what happened to the first chair, its held up in production ... and they want a 30% restocking fee for a chair that is lost in the production warehouse!!! If it's lost why not send one of the ones thats ready and EXACTLY the same??? It hasn't even gotten on a truck and when it did it was going to a store and they want a 30% restocking fee after leaving me hanging for 25 days? Terrible. The "new chair" that is exactly the same is expected on the 18th lol, so I hope you don't mind waiting in the dark for 30+ days for your items when shopping here. Worst service ever and usually I'm pretty hard to offend... Check wayfair instead.

Update! September 12th, someone higher up authorized a refund of my transfer fee for the amount of $43.09. I think the assistant manager felt bad and I appreciate that she did...

This is my first time purchasing from La-Z-Boy and will be the last. My husband and I purchased a recliner on January 31st, 2024. We upgraded with all the bells and whistles as it will be the recliner in our nursery for our first child and children after. Our salesman and invoice said 6-8 weeks for delivery. I called on March 12th and was told we were looking at end of April. I explained this was much longer than the 6-8 week window and was told I would receive a call back. I called again on March 17th as I had not received a call back, and was told I would receive a call back from our salesman, Steve. Again, crickets. March 21st, I called and spoke to another woman. I did not get the name of this woman but she spoke to the manager, Brian, who told her that I would receive free delivery because of the delay. She also told me she would "personally make sure Steve would give me a call". Steve never called. On April 16th, I received a call to collect final payment and schedule delivery. The amount she was calling to collect did not include the free delivery that was promised by Brian. She said there were no notes on my account so I explained the situation to her and that I was 39 weeks pregnant and hoping to get the recliner before the baby came. She sent a message to the general manager, Angel, and told me I would get a call when they got a response. I get a call THE NEXT DAY, April 17th, from the same woman to collect final payment and schedule delivery. I asked her what had come of my situation and she had no idea what I was talking about. I had to remind her of the entire situation. Her memory was finally jogged and she said that Angel had said I would need to wait to hear from Brian who would be returning on Thursday, April 18th. So, today, I receive a call, AGAIN, (from a different woman this time) to collect final payment and schedule delivery. The price she is saying I owe is still not reflecting the free delivery. I told her this was my third phone call this week I had received and she said my account had NO NOTES. She said Brian was with a customer at the moment and I would hear back. I haven't had heard back yet. I cannot wrap my head around what is going on over there. I have now had 7 conversations with people at La-Z-Boy and my account still does not have any notes on it. I just want the free delivery as promised and to get the darn chair. For the amount of money we are spending, I would think the customer service would be more impressive. The only positive about this entire experience is it may put...