La-Z-Boy San Antonio — Local services in San Antonio

Before and during purchase, 5 stars. After purchase, 0 star.

I purchased the Paxton Sectional in December 2020. While deciding on what to purchase, my salesperson Liza was extremely knowledgeable and helpful. Liza and the designer helped me choose the pieces and fabric based on the size of my living room and other things I wanted. I upgraded, with an additional charge, fabric to the one that was the most durable, stain resistant, and long lasting. I also purchased fabric protection in the event of any accidents. My experience during the shopping process was great. I went multiple times to sit on different ones just to be sure before I committed to the Paxton.

Once I decided on the Paxton, put a down payment, and placed the order, things quickly declined. Again, I purchased in December 2020. I was told the sofa would arrive in March. Ok, 3 months I thought. While I was ready to have it, I understood manufacturing time, shipping, etc. and I was placing a custom order. March came and went with no sofa. I called La-Z-Boy and was told now it would arrive in May. May came and went with no sofa and again, I had to call to inquire. This happened every month until my order finally arrived the end of July 2021.

But wait! I did receive a call, finally, mid July telling me when it was scheduled for delivery, but one of the pieces was apparently destroyed in transit. The manager, Greg, called to tell me that. I had the option of taking a loaner sofa or take the pieces that had arrived without the end piece/chaise that had been destroyed. I asked Greg if I was going to have to wait another seven months for the piece and he assured me that they would put a rush on it and it would be 6-8 weeks.

As you can probably tell by now, that was not the case. At the end of 8 weeks I had to call for a status update and call again each month they said it would be here and was not. During this time there was an accident and my granddaughter bled on the sofa. When I called the fabric protection warranty, they said they did not have me in the system as purchasing the extra warranty. I had to call the store and have them correct that error so that I could get the warranty to cover.

The quality of La-Z-Boy furniture is incredible. My sofa is comfortable and I love it (actually what I have of it). However, the customer service after the sale is horrible. I completely understand that the staff in the retail store have zero control over the manufacturing and shipping. However, they do have control over communicating with customers the status of pieces purchased in their store.

In the past week I have called again because I still don't have the end chaise. Yes, this is December 2021, exactly one year since the original purchase. When I called last week I was told that Liza, my salesperson would call me back. She never did. I waited 3 days for a return phone call and when I didn't receive one I called and asked for the manager. Greg answered the phone and when I asked for the manager he said, "Just a moment and I"ll get him." After a few minutes on hold, Brock answered the phone saying Greg was busy and could he help me with something. Hmmm...so Greg the manager answered the phone, but when I asked for the manager he didn't want to deal with me so he passed the call on to someone else...I explained everything to Brock and said I would like a call back from the manager about the status of my other piece. Needless to say, another 3 days later and no call. I did receive a text stating that my piece would be shipped from the manufacturer end of December and I should have it by mid January. Yes, I received a TEXT, not a phone call that I requested.

Although I love the quality of La-Z-Boy, I will never shop there again simply due to the lack of customer service...

I've owned La-Z-Boy products in the past and I've always been satisfied...... It's is a good product, great warranty, and all made in the US, so parts, if ever needed, are readily available. However, our In-Store purchase experience yesterday was extremely frustrating. The Store Manager brought this location back to 2 stars just for being polite and helpful...... Believe me, they were in negative star territory after yesterday's purchase. My wife and I started at the NE Loop 410 location, had our couch and loveseat picked out, but they didn't have the fabric sample for us to see. While we were pleased with the salesman, Carlos, we drove to the IH10 location to see the fabric. We were greeted by a 70 year old salesman that stated he is retiring today (28-May-2019). He was a bit abrupt, though I attributed it to his New York roots. Still, he was helpful, somewhat friendly, but a bit "sleazy salesmany". He located the fabric, informed us it was discontinued, and promised to get the price of another fabric selection (mid-range custom) within $100 of our original choice. When the number crunching was done, we were a bit surprised at the total. When I calmly questioned it, his demeanor took a drastic turn, as if he was insulted that we would dare question his numbers. He showed us that the fabric selection was high priced custom and, while he gave us a 45% discount on it, the cost was the best he could do. We then asked about the 3 year/zero interest special they were running and he abruptly informed us that we couldn't get both, the amazing discount he'd offered us AND the interest free financing. We were hesitant, but proceeded with the deposit. Upon completion, he handed my wife the documents and walked away. While I was a bit frustrated, I still thanked him and wished him good luck in retirement, but he merely raised his hand in our direction. As we walked out of the store, we both felt extremely uneasy....... My wife used "bamboozled" to describe our experience, I used another termed normally used for "prison dating". My wife woke up this morning, still upset at the experience, and decided to check the La-Z-Boy website. We were amazed to discover that our fabric was NOT a special upgrade, but merely a $200 upgrade charge per piece. In all, our in store purchase totalled more that $800 over the exact same items as the La-Z-Boy website. Furious, I returned to the store on IH10 and DeZevala from our home in New Braunfels. I spoke with Julie, the Store Manager and she was apologetic, didn't hesitate to match the price, and remove the delivery charge. While she assured us that they never want customers to feel like "prison dates", I would strongly recommend always finding your item and cross checking with the website...

Armando misrepresented a bonded leather sofa set as top grain leather, he mentioned my wife and I could order the sofa set in any color on a sample leather swatch ring for the sale price posted. I asked specifically if the leather in the swatch samples was the same as the material on the sofa; he confirmed it was, not just the seating surfaces but the whole sofa covering.

My wife and I drove to get a sample of some ordered curtains and returned to order our new sofa set; to our complete suprise we find out the sofa we wanted wasn't real leather after all but could be ordered with top grain leather at an additional cost.

The issue was brought to the store manager (man, heavy set, grey hair, glasses). I asked for the store to honor Armondo's statement that he could sell us the sofa set for the sale price with the color we wanted and the top grain leather samples he stated the sofa was upholstered with. The manager stated he would make Armondo pay for the difference out of his own pocket which I felt was a bit ridicules but my request for them to honor Armondo's verbal agreement was ultimately declined.

The store manager asked Armondo to come over to our conversation , when asked Armondo stated the sofa could be ordered in top grain leather but stated he did not say he would sell us the sofa set with the top grain leather on the samples swatches he provided us for the sale price. A COMPLETE LIE!

I mentioned I would be letting my fellow relocating employees (~20 families) know about the experience on our Facebook group and gave the manager an opportunity to honor an agreement. The manager took exception to what he felt was a threat and became smug and encouraged me to write a review on Facebook stating they had pleanty of good reviews.

To be fair the store manager did state he would take the issue to the store owner but by that point after being made to seem a liar by Armondo, I was totally done with it and declined.

I notice the owner of the business addresses the reviews; I no longer wish anything from your company but do believe you need to address Armondo's lack of integrity. I welcome a conversation about...