La-Z-Boy South Elgin — Local services in South Elgin

ABSOLUTE WORST EXPERIENCE – READ BEFORE SHOPPING AT LA-Z-BOY… After waiting 6+ weeks for nearly 10k of custom furniture (including extended warranty), I was not only delivered a broken & potentially dangerous sectional couch (electric recliner freezes mid recline and makes LOUD grinding noise & vibrates the couch/room), but the delivery team also significantly scratched my hardwood floors (see pics).. So I quickly called Customer Care about the issues (expecting nothing but the best considering the supposed top notch quality – not to mention the top notch price), only to be told (by someone that clearly could not have cared less) that the first available repair was at least 3 weeks out, and that the drivers would need to come ‘inspect’ the floors before discussing them any further…

So I called the store, talked to my Sales Associate, and within 24hrs I was getting calls from no less than 5 different numbers from 3 different states – including the Delivery Drivers calling me multiple times complaining they would have to pay for the damage to my floors, which I found particularly inappropriate.. I asked that we consolidate the conversation through the store manager Jenn who was now involved, but things only got worse… Despite sending pics of my clearly damaged floors (see pics), and saying I would allow a Flooring Expert to come inspect the floors and quote/fix, she insisted that "someone from Lazboy must inspect the floors" first (“otherwise we consider that superficial”).. She was able to get the repair date bumped up significantly, and said this ‘senior couch repair guy, who has flooring experience’ will 1. Inspect the couch to ensure no safety issue, 2. Fix the couch, and 3. Inspect my floor damage…

Instead of sticking to this appointment, ONE day in advance of the scheduled date, I get a call from the Repair Team coordinator telling me this ‘senior’ guy is not available that day and will come the next day… Well I am not available that day, so I tell her very clearly “keep the scheduled date, come fix the couch, we’ll handle the floor damage separately – but really please communicate this through the Jenn as requested” (hoping maybe she would do something about it).

Jenn calls, asking that we reschedule to the next day. I tell her I am not available and want to proceed with repair as scheduled…… but no, they canceled the appointment. Jenn calls them back, calls me back, and tells me "Comfort Care is not comfortable coming to fix the couch"…. No alternate repair date, no nothing… I said I want to hear from a ‘Market Manager’ that she keeps referencing as her Boss. She says I will, and I have not.

So at this point I have paid nearly 10k for broken/potentially dangerous furniture, I have significantly damaged floors (and am just about to list my house for sale – great), spent over a week (countless hours) having to deal with some of the least professional customer service I have experienced in my life (was even told a certain date wasn't convenient for them because "I would have to schedule a babysitter that day"), have been told over & over how none of it is returnable/refundable.. and I have no appointment or solution to even start to address ANY of the issues.. Just hope I get a call from someone new to start again? No thank you.

Un-imaginable experience… I had the highest of expectations considering lazboy’s reputation & cost, but that could not be further from the truth

By the time you get your furniture they have long since laughed all the way to the bank and won’t hesitate to string you along. Expecting you to accommodate their schedule and not appreciating what it takes to be available for these repairs and inspections, that should not even be necessary in the first place.

SPEND YOUR HARD EARNED MONEY...

Have bought chairs here in the past without issues BUT it only takes 1 time to mess that up (we've picked them up ourselves from the warehouse). Bought a chair that was in stock on a Saturday, set up a delivery for the following Wednesday (was told we'd get a confirmation on delivery time on Tuesday). (We tried to get them to deliver to the store and we pick it up there since they have furniture delivered there, right!?) Tuesday late afternoon we've heard nothing so called the store. "Oh, you're not on the delivery schedule but we could do it on Friday." Our receipt showed in 4 places a delivery date on Wednesday. Not happy about this we were told we'd get a call from the store manager on Wednesday and they would email the delivery service to hopefully see they could still make the original delivery. No call from the manager so we called the store again and were told the manager was with a customer and would call us when finished. We get a call from the sales lady, she says because we were having a swivel installed that cancelled our the Wed delivery (and we should've known this). I guess that means they don't have the common courtesy to call you and let you know. So we said we'd do the Friday delivery but oh no we cant do that she says. She says we can do Saturday, maybe that was good for her but we'll be out of town. My husband says I'll go get it myself but she says OH NO YOU CANT DO THAT. They need to charge you an extra $100 for delivery. Finally got the chair on the following Tuesday morning when they said. Nice chair, not sure it was worth the hassle. Really wanted to just get our money back and try a different store and all it would've taken would have been a phone call from them before our original delivery date instead of nothing. A PHONE CALL...

Although we don't have our furniture yet, we've been very pleased with our experience at the South Elgin La-Z-Boy. We started looking at new furniture in November for our new house. We worked with Salesperson Hannah and Designer Denise. We picked out an entire living room set after several different visits.... and then we backed out. We had not closed yet on our new home and decided we needed to put the brakes on the deal, just in case something unexpected happened with our sale of the old house or the builder on the new house. They were very understanding and encouraged us to take all the time we needed. We ended up looking other places in the interim, because let's face it, there are less expensive furniture stores out there. But, after looking at many other furniture stores, we could easily see that the quality just wasn't there and once we were in our new home, we ended up right back at La-Z-Boy. We've had several sets from them and we know and trust the quality. Hannah and Denise were once again very helpful and steered us with their suggestions and expertise to exactly the right set for our living room. We loved the design help from Denise and she gave us some great advise. We ordered a couch, loveseat, side chair, and rug, in the perfect color and design patten for our new home. We are so excited to get it into our house! Can't wait for it to arrive. Thank you, Hannah and Denise! Try them out, you won't be...