La-Z-Boy Wyomissing — Local services in Spring Township

On 11/28/2021, we ordered two custom furniture pieces at the Wyomissing La-Z-Boy store. The $2,249.99 recliner was ordered for my husband, Dave, who was diagnosed with Parkinson’s disease in 2009. It was to replace a 25 year old La-Z-Boy recliner that had a manually operated footrest. Due to the progression of his symptoms, Dave was unable to continue to raise the footrest without assistance. The Talladega Power Rocking Recliner has features that could provide the assistance he needs.An $1100 cash down payment was made. On 1/31/2022 a cash payment of $1300 paid off the recliner and a delivery date was scheduled for 2/03/2022.The “old” chair, still in good condition, was donated. The custom chair was delivered on 2/03, timely by today’s standards. The two men were prompt and courteous in spite of the challenges they faced that day. Because of the unique features of our driveway, 1/4 mile long with a 30 degree incline, and foggy, drizzly weather, they chose to hand care the chair to our home. They assembled the chair and reviewed the functions. Great customer care and a sterling work ethic! Unfortunately, the footrest function on this chair is defective and stopped working on 2/12 , just 9 days after the delivery. On 2/14 Dave called Customer Care requesting a service appointment. A mid-March date was given. Meanwhile, he could not use the chair. I called on 2/15 explaining that Dave must have his legs elevated while sitting or he develops severe cramping in his legs and feet, a complication from the Parkinson’s. They contacted the service provider and were able to reschedule the appointment for 3/03. We appreciated their efforts. After further discussion, we decided we preferred to have the chair replaced. On 2/16, I called the store manager asking if this was possible. She said,”Yes, but it would take 1 year.” Meanwhile, they would promptly remove the defective chair leaving us without a chair. I unsuccessfully attempted to negotiate use of the store model with a manual footrest so that Dave would have a place to sit. She countered with the suggestion that I select another chair that could be delivered sooner. I declined. Then she told me that a chair with the same custom features, but with different fabric would be available next week. That fabric would not compliment the custom sofa scheduled for April delivery. I asked if the sofa fabric could be changed, or if the order could be cancelled. She said it was, “too late. The sofa is in production.” I declined.Then she offered to sell us the floor model. I declined. The conversation went rapidly down hill from this point with both of us becoming frustrated and impatient with the process. I don’t think it is my responsibility to understand the production and staffing issues of this company during the COVID epidemic. Nor am I “demanding” because I want La-Z-Boy to replace a defective product in a timely fashion. It is not ok for Dave to go without a chair for two weeks, let alone for a year. Stating that I don’t want this to become a legal issue is not a “threat.” It is a fact. Our legal, moral, and ethical responsibilities to La-Z-Boy have been, and will continue to be, honored. Doesn’t this company have the same legal, moral, and ethical responsibility to honor the contract by delivering a product that is without defects? Quality Control should be a priority. If La-Z-Boy doesn’t agree with this basic concept, perhaps they don’t deserve to be in business. Very sad and disappointing. Please feel free to use my full name. 2/18/2022 Today, I was contacted by Wesley from La-z Boy. I am very pleased to say that she understood my issues and has quickly orchestrated a solution with us that is more than satisfactory. We appreciate the quick response. Thank...

If I could give zero stars, I would. I ordered a chair in August; and I understood with all the supply chain issues, shipping issues Roth truckers, and etc. that Nov, although not ideal, was a date I could live with. Chair is off my 85 year young mom. It is now Feb snd all I keep being told is “It’s in production”. By the way, production is in the US, TN). When I purchased the chair and gave a $500 deposit, which Lazy Boy had been collecting interest on, they advised we would get regular email updates. Now Feb and I can report that we have not received any notifications or the chair. I am able to go into the store, when nearby to inquire. I have had 5 different dates for the delivery of the chair, yet each one is a month or two later than last visit to the store’s update. I went in yesterday and was told they would call me today after they called the Main production office, big surprise, NO CALL! (Not the first time I’ve been promised a call, they do this to get you out of the store, so no other customers will hear that there could be an issue). When I asked what Lazy Boy is doing for customers who are waiting so long, they did agree to credit the delivery fee, big deal!(although I guess it’s better than nothing). They told me late Feb yesterday, (but is could better into March before it’s actually delivered. I have had to cxl a trip and can’t rebook due to this nonsense!

I would NEVER, NEVER purchase from this company again. I get the initial delay, but we’ve reached the ridiculous point now. If you purchase from them, be prepared for a 6-9 month delay, if you want it sooner, negotiates for the floor model (which, they won’t sell You or go on to QVC, they are an authorized dealer of lazy boy snd you will get within 2 weeks.(same chair as...

My husband and I went to look at new living room furniture. I need something just right for my back and neck. We have shopped around at every furniture store possible and had no luck. Until we looked at la-z-boy. We found a couch and loveseat that was so comfortable and in leather. The sales lady gave us a price & my husband asked if they could do better? She asked her manager and did give us an additional 5% plus $100.00 off. My husband then asked if they would do it for an even 4500.00? The sales lady asked her manager and she said no. We shook her hand and said thank you but that is not going to work. The manager did not have the decency to take the time to get the deal done. We walked out and she walked right past us and ignored us. We then went grocery shopping and my husband said let’s go back and tell them we don’t want the protection plan. That was over $600.00 and brought our price under the 4500.00 My husband told our sales lady that her manager did nothing to help her out to get the deal. Our sales lady was only there 2 weeks so she was still learning. We own a business and my husband knows sales. He even asked who they use for financing and our sales lady said synchrony. We use synchrony also so we knows what percentage is added to the price. We were not financing it I used my credit card. The store manager should have taken her time to figure out how she could get the deal. Instead she just stood there and looked miserable. She is not an approachable person. When we went back the second time she ignored us and did not say one word to us. I would give this a 5 stars fir our sales lady and the quality of the furniture. But the manager ruined that. Especially since we went twice. Not to mention we figured out how we could get it down to the price we...