La-Z-Boy Richmond — Local services in Short Pump

I’m only giving a two star rating, and maybe unfairly so due to the chaos associated with their remodel and training. Remodel. I suggest closing down for a week, then reopening for the following reasons: Dust, debris on floor samples. All over tables, chairs and sofas. You could feel dust as you were sitting, testing out furniture. In my case, looking for a leather sofa, it was very obvious to my visible eye and touch; dust, grit from contractors, sawing, etc was on the furniture. But I was there on a mission to get a new sofa, possible matching recliner. The Sales associate seemed just a little off balance in terms of providing detailed information on the furniture items we desired. The questions we bombarded her with seemed to overwhelm her; then misunderstandings with what we wanted to order, vs what was available in the warehouse vs floor samples vs what was in another store. The sales associate did do her very best to locate the pieces we wanted. Appreciated. However, it wasn’t clear whether sofa, chair. It was confusing. The issue: No info was given when we left the store ‘to think about it’. Frustration: Had the sales associate provided a print out with the furniture items we were contemplating, with pricing for each, it may have been less confusing. Calls, back/forth. Email? That’s a thing. The sofa’s matching recliner was not in the store, it would be a special order. We couldn’t test, sit, see, touch. etc. That said, the exorbitant price for an unseen item: What sales person would push to sell an item to a customer, then tell them It takes 4 to 7 months to receive, oh, then have x amount of time to see if you actually like it. Oh, but then if you don’t like, there is a 30% restocking fee if you do choose to return?? The policy itself is not the associate’s fault, however. for feedback purposes Bridge should be cautioned to sell an unavailable floor item because it could make for a really bad customer service experience for everyone involved many months down the road. So, my husband, who’s a big guy, and a smart one, went to another Lazboy store, finds the recliner, tests it and big surprise. It is way too small for his height. It would not have been a comfortable fit, a comfortable feel, and it would have been a bad experience. Because I would not have paid a restocking fee justifying the sales associate’s and the store’s failure to have a floor sample available to test, or at least to find a similar size chair to compare, and have my big guy sit in. This is a training issue. It is not Associates fault entirely. And a learning experience for all of us and a warning for furniture buyers everywhere. Know what you want. Get an experienced sakes associate. Have the associate right down item numbers, colors. And if the floor sample is offered as the item for purchase. Inspect it because the one that was originally offered to us, and we instinctively declined, had flaws not pointed out or known to Associate. The flaws, scratches were not visible because the furniture was so tightly packed together due to the remodel. Pointed out after the fact, by another sales associate. TAG IT! We did purchase the warehouse stocked piece of furniture sofa, without the recliner. Then we went back to the other store to buy a different model recliner from a more experienced sales associate who was better equipped with information and navigated the right chair for my husbands height and weight without hesitation. Sometimes, a buyer needs help. Lazboy furniture, middle of the line costs, good quality, but know what you want, before you go. If you have any hesitation with your sakes associate ask for another. But even then, asking for a manager problematic, because the team protect each other. I was diverted to another associate who placed the phone order. Sales manager needs to train. Seniors, we have been around the block, knew we were making a huge investment. Did the leg work ourselves. We did buy, because sofa was perfect, but nearly switched to Haverty’s out of frustration. Short...

I purchase the lift recliner for my disable mother along with the extended warranty. I have been trying to make a claim due to the motor in the recliner. Also, when I purchased the warranty I was told it would cover burns along with a lot of other things. So with the coverage that was being offered, I decided to purchase it. Well, I can say they are not willing to hold their end of the deal up! I have purchased many, many warranties and never have I came across a problem as this. Also, when I purchased the warranty I was never told that there was a 5 day window on burns. So, the warranty company is not willing nor will they cover the problems that my mother is having with the recliner. I spoke with La-Z-Boy this morning and was told if the warranty company will not cover certain problems that I could pay one hundred plus dollars to have one of their people come out and fix the problem. That is not to include parts and labor! I feel like I was totally mislead on the warranty! I will never deal with this company due to the issues I am experencing! I paid 1500.00 for a lift recliner here, when I could have went anywhere else and purchase the same thing for 5-6 hundrend dollars. But due to the name and the great reputation I was willing to pay the extra amount knowing I would have a great product. This had taught me a valuable lesson that just because it cost more it doesn't always mean its better. So, if you buy from La-Z-boy make sure you read the fine print and I would never recommend this company to anyone nor would I recommend purchasing a...

Our experience with La-Z-Boy in Short Pump, Va exceeded all expectations. From the moment we walked in to browse, we were impressed by their refreshingly non-pushy approach. We were met by Sarah that focused on understanding our needs, goals, and budget through genuine conversation.

The home design service was truly exceptional. Designer Judith visited our home, thoroughly photographed and measured our space, and took time to understand our home's aesthetic. Her attention to detail ensured the furniture would complement our existing decor.

The 3D rendering presentation was impressive and helped us visualize exactly how everything would look in our space. What we appreciated most was how they tailored solutions specifically for our lifestyle needs - accommodating our loveable but a bit messy golden retriever, creating space for family & friends entertaining, and ensuring everything was kid-friendly.

The team went above and beyond to work within our budget and long-term goals. The entire process felt personalized and respectful of our needs.

If you're looking for quality furniture with a team that truly invests in creating the right solution for your home, we couldn't recommend La-Z-Boy more highly.

We've had a couple issues with the chair as we switched from the regular base to the swivel, but the customer support has been very helpful and communicative. We've worked with Melodie D. and Khadijah L. so I wanted to give them a shoutout for their helpful support. Really appreciate them making sure we are getting the most out of...