La-Z-Boy Salem — Local services in Salem

I spent about $10,000 on furniture and after waiting months to get it, one of the couches arrived significantly damaged. After a few phone calls and about a week, they came out and tried to fix it, but couldn’t. They offered to pick the couch back up and have me wait for another indeterminate number of months for the replacement. When I told them I didn’t want to wait again and that I would prefer to just spend my money somewhere else, they said I could only get 50% of my money back and that I “should have read the fine print.” After another week of talking to corporate, then the Salem store, and then back and forth again, they finally agreed to give me 75% of my money back. I’m certain LaZyBoy is protected by “fine print” somewhere, but I have purchased a LOT of furniture in the past and have experienced much better service elsewhere. (I’m updating this on 8/3/23 in response to the LazyBoy response below- below they say “the mark came out”- this is not true- when they tried to clean off the mark, the mark smeared and created a large dark shadow on the couch about a foot long…I took photos and the LazyBoy employees that picked the couch up agreed that $2,000 for a couch with a large dark smear on it was not right; yet we still only received a 75% refund…there has definitely been no “relentless” work on the part of LazyBoy here- their customer service and return policies are significantly below industry standards based on my own first-hand experience with many other furniture stores in...

Before you buy from Lazy Boy. Check the quality of the build. The stuff we bought was terrible. Junk furniture. Cheapest made furniture we came across. In all the shopping we did. Lazy Boy is the worst quality. Seriously. It’s particle boards and staples!!

Lazy Boy Furniture IS NOT what it used to be. It’s made with PARTICLEBOARD and STAPLES! Not real wood. The cheapest made furniture around. We checked. It arrived June. So a little later my wife noticed a tear in the fabric and wood showing. So a little over a month old and it’s falling apart. This couch is held together with particleboard and staples. Not solid wood and screws. PARTICLEBOARD AND STAPLES.

Aug 6 update: They picked up and fixed the couch. How long it will hold is anybody’s guess. All the furniture, including our recliner, is made with particleboard. They claim it’s stronger than wood. All other furniture companies I talked to said particleboard was cheap junk. We could have returned both pieces, but it was a $600-$700 restocking fee. So we will see how long it will last. When it breaks we’ll just call them again.

Dec 6. We had to call them again.

Update: So it lasted till now. Came apart Again. Same place. Same reason. They said it wasn’t covered because now it’s normal wear. So now we have to buy a new couch again. Obviously we will never buy...

We used the design team to furnish our entire living room. We spent some money. We were told that they would call us with updates and come out to help us set up. We never received a word after our purchase. They were also supposed to follow up with us to pick out accent pillows which they never did. It felt as though once they got the sale they were done. Don't promise service if you have no intentions on fulfilling it.

When they called to schedule drop-off, we asked for the design team to come; someone said they would follow up, and they never did.

The delivery driver seemed like he would rather be somewhere else. Because there was no design team I had them put the sectional together wrong, reclining pieces. I asked them to change it, and it was like I inconvenienced him.

One of the accent chairs arrived damaged. I noticed after they left as I had to redesign the way they sat the furniture.

All in all, the service was a huge letdown. They are having a service tech come out to fix the hole, but I paid 1400 for the chair to arrive with a hole. A bummer of an experience for a first time home buyer who had been saving a long time and living with old furniture to be able to buy...