La-Z-Boy San Jose — Local services in Santa Clara

I ordered a custom lift chair on November 29th where my wife and I specifically told Lidia that we wanted the mushroom colored fabric and showed her an example in the store with furniture in that color selection. Then she composed our order using the charcoal color code for the fabric color. The invoice doesn't specify what color is ordered, just a code. When we brought this to Brian's attention, the store manager where he never returned my calls, and 3 weeks later he said that we had owned the chair too long and couldn't return it. I mentioned that a service technician was called to identify the improper color and noises in the chair and that the chair was unrepairable! Brian hung up on me!

We also had a challenging time using the financial computer terminal for using a no interest same as cash delayed payment structure. We had to get the team to help us navigate through the process since the terminal is very hard to read and the keyboard does not properly work correctly. It took almost 45 minutes to complete the sales transaction for both processes. Afterwards Lidia said we had to put a 50% deposit down on the financing where we explained that we were financing the total cost of the chair.

When the delivery truck showed up on the third week in January we had them remove a couch that we purchased from LA Z Boy some 18 years earlier. Then they delivered the so called new chair in a plastic covering and hurried my wife to sign their delivery paperwork without looking at the chair delivered. She asked for a copy of the receipt for our records should any problems exist and the driver said there's no copy for us so she took a picture of it.

We contacted the local regional sales manager, Delores Stephens, and she helped us through returning the chair back to the warehouse so they could see and verify the concerns that we were experiencing. Delores saw that the chair needed repair beyond the normal circumstances and stepped up and gave us a complete refund. That's outstanding customer service to listen and address our concerns promptly!

We ordered a different type of furniture that will suit our needs. We are told that the new chair will be delivered in late May. Unfortunately we had the prior furniture removed so now I'm sitting in a wheelchair that's very uncomfortable. An update is forthcoming.

The new chair arrived on the 30th of April and looked excellent! I went through the motions of the chair and popping noises from the reclining mechanism could be heard as the chair traveled through various positions. I decided to use the chair for a few weeks and setup a service call if the noises continue.

And three weeks later the noises increased in intensity and more can be heard now. I called the manager at the store that I purchased it from and explained what I'm experiencing. She setup a service call for a technician to come out and repair it.

This chair is supposed to fit a person that's 6 foot 3 and taller where I'm 6 foot 2 inches tall and the foot rest hits my ankle about 6 inches above my foot. A properly sized chair should support my feet where someone poorly designed this chair and does not accommodate big and tall people. The adds seen on the TV have models that are under 5 feet 8 inches tall and why they fit into these chairs.

I believe when the company redesigned the reclining mechanism and changed the actuators they are using an inferior quality parts. I also own an identical chair that was manufactured about 15 years earlier and it doesn't have the problems with the lift mechanism. I'm attaching images of the original chair remote control where it doesn't allow individual movements of the leg and back where the new chair design does.

I'll post an update following the...

Well unfortunately La Z Boy left us more than disappointed! Bottom line is I wouldn't purchase anything from this company! Go elsewhere and save yourself the headache. I will be reporting them to the State of CA Consumer Affairs, BBB, as well as stopping payment on our credit card for failure to follow through with their end of the contract and if they press, I will gladly see them in court!

On 01/16/21, my wife and I spent hours looking for furniture for our new home in Idaho. When we finally chose what we wanted, Nancy Tran, the store manger said she confirmed with La Z Boy that they would do a drop shipment to Idaho and that the furniture would arrive in late June or early July. We figured we could manage a few weeks without furniture. This is the only reason we purchased the furniture in CA and not Idaho.

On 04/17/2, I contacted the store and spoke with the new manger, Brian, to inquire on how things were going. Brian informed me that the couches are delayed until at least September and they would not be drop shipped. It was hard to process at first so I called Nancy, the previous manager who is now at the Pleasanton store. Nancy informed me that there was a delay on getting the fabric we wanted and they were unable to do anything and she also confirmed that the drop shipment would not happen and that it was the corporate office who made the call.

Both Nancy and Brian said they would make some calls and see what they could do.

On 04/22/21, I called them around noon since neither of them reached out to me. Brian told me that he hasn't heard anything yet and that he would let me know when he does. Mind you, we move in early June.

I then called Nancy and she told me that she heard back and that I was not able to cancel the order nor would they drop ship it.

Again, I would go anywhere but La Z Boy. Sure they have nice products but they certainly don't keep their word.

I am disabled and have no means of moving couches from CA to Idaho nor am I physically capable of moving them. Again had they told me this upfront we would have never made the purchase with the CA store.

I will be forwarding a similar version of this to your corporate office as well as mailing a hard copy to the CEO.

Please do the right thing and cancel my order as this was your error...

When you need new furniture, go to La-Z-Boy and ask for Lilly! The absolute best furniture shopping experience EVER!! I was hesitant to shop for something as high touch as furniture during COVID, but I couldn’t have imagined a better experience or a cleaner store. It was fantastic! With the cleanliness and selection aside, none of that would have mattered if the shopping experience wouldn’t have been as wonderful as it was. Lilly was the associate that helped us and words cannot describe how fantastic she is! Buying furniture can be such a challenge, narrowing down exactly what you want when there are so many options. Lilly asked questions to better understand what we were looking for, then based on that information, walked us through a couple of sofa options, both having all of the features we wanted, and showing us one or two more sofa options that we hadn’t looked at. She didn’t overwhelm us with options and everything she suggested was exactly what we wanted. She took this overwhelming experience and made it fun and personal! She is so knowledgeable when it comes to options and features and I couldn’t believe it when she said that it was her first day on the floor! She was more knowledgeable than some of the most experienced people that I have interacted with. Not only that but she was so kind, patient, and understanding. She genuinely cared about the experience and finding us something that we would love. Not only was she so knowledgeable with the products but she was amazing in the design studio, building out the room of our home where the furniture would go, showing us what it would look like, accurate dimensions (given that this is what we were most concerned about - things not fitting). It was so evident that she truly cared, didn’t want to overwhelm us or hurry us along and make a sale. She cared about the experience and the people and that is what it is all about! Lilly you are truly wonderful! Don’t ever change because you made our experience the best ever! Thank you for all you did to help us and Brian, thank you as well! It speaks to the type of employees that management wants representing the brand and Lilly does it beautifully! Thank you!! Now everyone,...