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

I'm writing this review based on the customer service only as I have not received the chair yet. I went in to the store room and found a recliner pretty fast. Lots to choose from. They were having the black Friday sale in July. I found a chair that was about $500.00. Great deal. But I am having neck surgery and needed the chair by a certain date. I told Kayla exactly what I needed. I was told a date that was acceptable. She said she was having computer issues with the warehouse and would call to arrange it for the agreed upon date. Next day I get a text for me to arrange the delivery date. When I checked on the availability through the text link, it came back three days past the agreed upon date. I called to see what happened. Kayla was unavailable. I was told to schedule the day available as it would only be posted it further away. I drove in to the store room the next day, to see what happened and to arrange pick up by myself or to get the agreed upon date. Kayla again was unavailable. I spoke to a gentleman who agreed to contact Kayla and also try to contact the warehouse to say least move it up a day. I was told I couldn't go get the chair due to covid restrictions He promised to contact me and let me know what the plan would be after taking with Kayla. I even told him to just communicate with me if it had to be pushed out I would make arrangements. Well here we are two days later. No call, no plan. No confirmation on delivery date. I go into surgery today and I could have bought a chair anywhere else and had a set delivery time on the date I would have needed it. Think Amazon. So basically Lazyboy salespeople are used car salespeople. Great to your face, but once you're gone you are forgotten. I guess I would have gotten better service if I bought a complete living room set. But we will never know as I will probably not buy from the store again. This was not ok. I was totally cool the whole time. I was flexible and open. You should have done much better. I have received no satisfaction at this point. Not even really sure my chair will be here on Wednesday. Bad show people. Can not recommend...

What we ordered on 2/2/22 was beautiful new quality custom furniture. And waited anxiously for its arrival 5 months later. What they delivered was torn, stained, missing feet, loose arms, loose back, thin broken down foam, and a broken gear mechanism. On 12/2/22 it will be 10 months since I ordered the furniture. 5 months since we gave all of our existing furniture away in anticipation of the delivery of our beautiful living room set. The first chair they lost. The second chair was so poorly made that Lay Z Boy's Comfort Care Department declared it unrepairable. The third chair is so poorly made again CCD have declared it also unrepairable. I won't take a fourth chair. The sofa was used in the warehouse as a lunch spot while they waited to find chair #1... we know that because when they attempted to deliver it the first time there was food on it along with tears and stains. It was not cleaned properly and still stained when they attempted it's second delivery. Sadly, I have no furniture and they won't return my money stating I should have canceled the order in the first 3 days if I didn't want it. They blame the problem on loss of experienced manufacturing employees during covid. I have not received one call, not one, since the nightmare started in July. When I call, it's apologies and "I'll call you right back"... what I get are crickets. Do yourself a favor! Listen to the bad reviews, I wish I had. Facebook actually has Lay Z Boy support group .. are you kidding me! We have been treated very well by Robert at Woodbridge Interiors in Mira Mesa. Wish I had gone there first. I'm sorry I did not photograph the furniture that...

I purchased a recliner on July 3rd. The initial promise was 60 days. Only after I called after that time did I learn that another 30 days was added due to Covid. No problem, I understand. After that time, I called for another update and was advised that the item was in (Sep 29) and that it would be another 5 days to deliver when I get notified by (I guess the distributors / warehouse) in Ontario, CA to make it happen. No call for two days and when I called again, I learned there would be another 7 days wait, again, once I get the delivery call. I finally managed to nail down that it will be delivered on October 8th. The main cause of my displeasure is that I NEVER got a call from La-Z-Boy proactively telling me anything. I had to initiate all calls. Further, when I expressed my unhappiness to no less than 3 people, I was consistently given the "party line" that I had to wait, wait, wait, wait despite the untenable customer service I received. It was decided that there would be a refund of the delivery charge, but that really didn't allay my unhappiness. You've had my money for 90 days now and I still don't have my merchandise. Someone needs to be aware of what this customer has experienced. Further, I needed action taken that showed you cared about my satisfaction beyond just plugging me into status quo policy, some decision that would accelerate my delivery that showed you cared about my happiness with you and your service. Maybe this will do ZERO good, but I hope those that make policy and are not constrained by it take note of this experience that I doubt is only...