La-Z-Boy Saugus — Local services in Saugus

I use to buy from lazy Boy back un the 80's, always great quality and service. I purchased a leather reclining couch a few years ago and my experience was HORRIBLE!! First of all, the quality is nothing like it use to be. The foot rest on every chair and sofa is made of particle board, the wood used in the chairs is not hardwood it is soft pine. The solid, built to last lazy boy chair of the past is long gone. They are living off their reputation from the past. Don't waste your money paying for the name. If you are willing to accept a chair or couch of this quality go to Bobs discount. You will pay much less and get better service. Lazy Boy is no longer built to last. It use to be that the fabric would wear out long before the chair would ever break, not so anymore. Trust me, this is not quality furniture and they have a lot of nerve charging the prices they do. The service is horrific. When we purchased the sofa we tried it out in the showroom. We loved the comfort of the sofa, but had difficulty pushing the leg rest closed, as did the sales women. She told us that this was just a simple adjustment that would be made on our sofa before dilivery. When the sofa was delivered we didn't think to try it before they left our home. We then realized that no one in our home, not even guests were able to push the footrest in with our legs. We had to get out of the chair and push it in or kick it very hard. We called for service and when they came out we were told that either the user was not "strong" enough or some people are too "heavy" for the chair and push the coushion down so the footrest cannot be pushed back in. We found this very interesting in light of the fact that their own sales person could not manage to push it down with her legs either. So apparently you should not purchase lazy boy furniture unless you and your guest participate in kickboxing and are at a perfect weight, but either way, plan on the footrest breaking because it is only made of particle board. Just as a point of information, my sister in law who has very strong legs from kickboxing and is at a very low weight experienced the same issue with her Lazy Boy chair so she does not ever recline in her recliner because she was told the same thing by their service department. Forget about returning it.....not even worth going into that!! DON'T EVER BUY LAZY BOY....you will not get what you paid for. It is poor quality, cheap furniture. I gave one star because I had to put something, they don't...

UPDATE - Thankfully, shortly after writing this review, I got notified that the chair would be scheduled for delivery & it ultimately arrived just before the baby, and all is well! It still was odd to be told “nothing could be done” when it appears that it could, but the chair itself is amazing and we have loved rocking our baby to sleep in it every night— 5 Star Chair no doubt!

I have mixed feelings as I write this review. My wife and I were hunting for a rocking chair for our nursery as we anticipate our first child, and we have always loved LazyBoy furniture. The Saugus store was nice and clean, and the furniture was comfortable as expected. The experience the day-of purchase was nice and we were excited for the chair to arrive.

We were told it would take 4-6 weeks to receive the furniture. No problem - as of February 2nd when we ordered, we were at 9 weeks away from the due date. We mentioned the purpose of the chair and that we really needed it by mid-March at the latest, and we were told this would not be a problem and it would definitely arrive by then, if not sooner.

On March 5th, we got our first update - that the furniture is produced! Perfect - just in time for 6 weeks. Almost a week then went by with no update, and so I called today (3/10) to check on delivery timeline. The man informed me that it was looking like the last week of March at earliest, and that “nothing could be done.” I offered to pick it up, but that was not an option. He mentioned that “everyone would like their furniture early” and I reminded him that he had promised a 4-6 week time frame, and why we really needed it ASAP before our baby is born— I was again met with “there is nothing that we can do.” It’s not like we are just delaying a living room piece — we need this to take care of our baby!

Hopefully, the chair arrives before the baby does — no harm, no foul if so. But right now, we’re looking at almost 2 months since we ordered, and 3+ weeks past the latest date we were promised in store. If anything can actually be done to get us back on the promised timeline, I would gladly change my tune and review. But as of now, I feel we were misinformed to get the sale done, and given the weight of the situation / importance of the chair for my wife and I, I wish we had been told an accurate and honest timeline in the store because we would have gone with an...

30% “RESTOCKING FEE” FOR CANCELLING ORDER TWO FAYS BEFORE DELIVERY!!! My wife went to the hospital for labor and ended up having to have surgery. Her recovery was expected to be difficult, so as a last minute effort I went to this store to buy her a recliner. I purchased it on Wednesday, she was getting out of the hospital the next day. They said they can’t deliver it until Tuesday, meaning we would miss out on 5 days when we needed it the most (not necessarily the store’s fault). However, her recovery has been quick, and by Sunday we realized she would not require the recliner. I called to cancel the order, since it would not be delivered for another two days. The manager called me back (they never answer the phone so I left a voicemail), and was quite rude to me. He told me that the cancellation policy is only three days after purchase, and claimed the recliner was already on the truck, and even though the truck hasn’t started delivery for another two days I would have to pay a 30% “restocking fee” to cancel the order (this was a $2700 recliner, so that’s $800). I find it hard to believe that he has such good visibility on when the warehouse loads up the truck to know my recliner was unloaded today. Why can’t it be delivered tomorrow if it’s already on a truck? Suspicious. Even if that’s the case, it would take 30 min AT MOST to get that recliner off the truck, even if it’s at the back. It probably would only take 5-10 min. $800 for 5-10 min of work, maybe 30 min of work? Sorry I was trying to take care of my wife and my newborn baby that I didn’t have time to call a furniture store, and I missed the cancellation window by one day. The recliner is still brand new, untouched. It’s not like it was already on its way here and I cancelled it while the drivers were in route. This manager cowardly hid behind “corporate policy” rather than give good customer service and be a human being. I would have gotten a recliner from them in a few months, I just don’t need it right now. Now I will never do business with LaZBoy again, and I will tell every person I know to shop somewhere else. I can’t express strongly enough my regret that I patronized...