La-Z-Boy Merrillville — Local services in Ross Township

OK, La-Z-Boy..you win. I will just sit here with no furniture in my new home and wait until you find time to actually honor the time frame given at the time of purchase. There would have been no purchase if I had realized you are a "give me your money and get out until I can fit you in again" type of store. I thought you were an honorable company...oops...my bad. Ordered on 3-28-24. Ordered 3 pieces of furniture. I was told a 6-8-10 week wait for the individual pieces. OK...not happy but doable. I made it clear we bought a new house and delivery was to be at that address, which I gave the salesman. $99 delivery charge for EACH PIECE even if delivered at same time. That's some garbage right there, let me tell you. Lots of drama ensued, which I would normally regale you with, but I am just tired of this exercise in futility. Did I mention I was told a couple of days ago that 2 chairs were ready, but I have to wait until July 7th for one of them because he "refreshed" the screen and got a new delivery date? OK, maybe I will mention 1 issue...(you knew I couldn't resist) So, after more drama my recliner was given a delivery date of tomorrow...oh, wait, make that today.....guess what's NOT coming to dinner anytime soon. No contact at all about the reason for the no show. So, as I said....you win, La-Z-Boy....that name is SO appropriate. Should be a clue to all who enter.

CONTINUED DRAMA! Got a text message this morning saying chair was on it's way------to the wrong house!!!! Husband had to drive to distribution center to stop it because they don't answer their phones that early. He was able to stop the delivery and it came to my house later that afternoon!!!! Yippeee.....or maybe I got too excited to soon. Chair delivered with only 2 small wall paint dings to show for it. The next day....wait for it....the computer board/chip thingy that operated the power controls fell out and a wire broke, in an lounging position, of course. Should have posted a video on You Tube of my husband trying to get out of that chair! Good Job Lazy Boy...you are upholding my previous opinion of your company.

Repair man supposed to come Wednesday. We'll see, but not holding out much hope.

REALLY!!!!! Next 'Lazy Drama' SO, I finally got my other 2 pieces of furniture after waiting for WAY too long to get them. That's another essay in itself and I don't have it in me top relive it. Suffice to say the other chair I ordered had to be repaired because the arms were not secure and then I got up or reclined the whole chair creaked like it was going to collapse. I know I am a little fluffy, but the repair man assured me I did not have anything to do with the chair needing to be fixed. I had an amazing repair man, Gustavo, come out twice, to assess and then to repair. All said about 6 weeks. GRRRRRRR. I got the chair July 10th. I can use it August 20th. Again. 'Lazy Boy' is not just a name. but the company way of life. Still not sure it's right, but Gustavo says it is. Arms still wiggle a bit and it still creaks a bit. Love the couch but one pillow has a huge defect in the fabric. So, three out of three pieces of furniture and all three have issues. Next time I go to Ashley. I have furniture from there I've had 20 years and it's still great!...

Update, May 2021: After spending nearly $9,000 on furniture, including stain guard and tear protection at an additional $500-$600, we can not get La Z Boy to honor our warranty or the store manager to return a call. All we get is the run around! First it was months of call backs to find out our warranty was a third party company, then to find out the stain was “too old” because no one would assist when I first called, AND we were never given any paperwork to tell us what to do if our kid vomited all over our sofa to begin with! We are now stuck with a stained sofa that we were assured would be taken care of for up to 3 years if there was an accident. Now La Z Boy wants nothing to do with us. When we furnish our entire basement with living room, bedroom, entertainment and office furniture we will be shopping elsewhere! Poor, post-sale-customer service and broken promises that were made during sales, is how a business goes from 5 stars to 1 star over the course of a year. The relationship doesn’t end at the checkout counter! I really hope that the manager or the manager’s manager at La-Z-Boy Merrillville reads this, because I can’t seem to get a response any other way!*

Original Review - April 2020

We ordered our furniture February 8, 2020. Janie was a delight to work with and was patient with us as we were choosing furniture for our newly built home that wasn’t finished yet, so we had to envision everything including the future rooms it was going into.

Our furniture arrived early and also the same week that Shelter In Place order was executed for Indiana.

The Merrillville store closed and although a delivery date was scheduled we were nervous that our furniture would somehow get lost in a shuffle.

I Emailed La Z Boy and that email was directed to a store in Indianapolis. The same day the Indy store manager called to assure me everything would get resolved within 24-48 hours.

The next day the Regional Manager called and informed me he was able to get in touch with the warehouse where our furniture was being stored. Our delivery was indeed still on the schedule.

The Saturday morning of our delivery we received a notification at 5:50 am that our furniture was being loaded and would arrive by 11:30 am. It was in our home and assembled by 11:00 am.

Impressive service during an unknowing and questionable time! Great...

Purchased a Big Man recliner back in December 11, 2016 from Thomas Sarna, who sold me and my wife on the Ultra Shield insurance. He claimed if ANYTHING HAPPENED TO THE FABRIC WITHIN 5 years the chair would be covered from rips, to bodily fluids even CIGARETTE BURNS! SOLD...even cigarette burns, I don’t smoke in my house, but figured, hell if this chair is insured for cigarette burns, the plan just screamed...YOU ARE IN GREAT HANDS! Well, my wife noticed as I was relaxing, when she brought me something to drink while I lounged in my love a rip in the inner right arm of my chair! The rip was not noticeable to me since I sit, I recline, I close and that’s it! Once the chair is closed, you are unable to see this tear! To make a long story short I have been getting nowhere with Ultra Shield!!! They ask for a picture to be sent and was reviewed, NO TECHNICIAN WAS SENT OUT TO VIEW IT IN PERSON, they are going to go by a cell phone picture. My wife called Ultra Shield after receiving no response for over a week to where a lady representative said that Amy who handles the claim sent a denial for our chair to be repaired because she said that it is a seam separation!! REALLY...seam separation? It is not a seam separation!!! My wife is a sewer and this is by NO MEANS a seam separation. If it were a seam separation, my wife would have NO PROBLEM sewing it back together at the seams because she is an expert sewer!! It’s a tear, that just keeps getting worse because I am using my recliner because it cost me $1200.00!!! A freaking $1200.00, on sale mind you, that has a HUGE tear and is no more than 1 1/2 years old!! TOTAL BS!! Now, I call Ultra Shield complaining that this is NOT BY ANY MEANS a seam separation that it was a rip that has now torn into the seam. They now are claiming that then it’s a fabric defect and that that is the MANUFACTURER’S PROBLEM!! SHEESH...these people will make up ANY EXCUSE not to fix my $1200.00 recliner! It’s not that they even have to reupholster the whole chair either! Just the right side! La-z-boy was messaged today to comply with my agreement, but they have yet to respond!!! Will give it a couple of days and then MY PROBLEM will be THEIR PROBLEM!!! I don’t want it to come to this, but I’m running out of options...