La-Z-Boy Springfield — Local services in Springfield

Had a less than awesome experience with saleperson. Her name is Nicole if memory serves me correct. I went in to but a leather recliner. I informed her I could not afford a top of the line recliner. She showed me several recliners on the floor. I eventually settled on a recliner, and although it wasnt exactly what I wanted (it was only somewhat smaller and I am a bigger guy, but it fit well into my budget at $499 plus $69 for a higher base) and arranged to pick it up a few days later. My aunt who was shopping with me when I bought the recliner, came back the next day because she saw a chair she was interested in while looking with me. She happened to get a different salesperson. While she was there, that salesperson took her downstairs, to an entirely different area, where they had clearance furniture. She saw a few leather recliners there, but didnt think much about them since that wasnt what she was looking for. When I picked up my chair, I only had it at my house for maybe 45 minutes, when I realized it wasnt going to work for me. I immediately called la-z-boy to tell them. My sales person told me that they were going to charge me a 10% fee, and told me that I could bring the chair back for exchange the next day. My aunt went with me again, but on the way there to return the recliner, she told me about this hidden basement area, where they had clearance furniture. When I got there I found the perfect recliner for me down in the basement, and it was over $200 less than any comparable recliner upstairs, and only $120 more than the recliner I had purchased. I originally bought a recliner that was $499, but I had to get a larger base so the chair actually cost $569, this chair was priced at $695, and the only chair upstairs comparable was $899. My problem is that I was never shown this clearance area, it was never even mentioned, and being in the basement there was no way to know it even existed, without the saleperson telling me. Had I been shown this area I would have saved the $60 service charge for having the chair at my house for only an hour, wouldnt have had to make two seperate trips to la-z-boy, loading and unloading two different recliners into and out of my vehicle and house. When I expressed my displeasure that I wasnt even shown the area I just got “sorry” 🤷‍♂️. The recliner I have now is perfect, the craftmanship is excellent, and im sure it will last me a very long time. Just disappointed I had to go through all I did, as well as pay an extra $60, because she didnt bother telling me about a hidden area, no one could know about unless she told them. Had I received the service I expected, or at least a little more customer friendly salesperson, I would give la-z-boy 5 stars, because the quality of the furniture is awesome, best I...

So, I’m not sure how to rate this experience, but I’ll give it a shot.

Pros- We had an excellent sales experience. The staff was very helpful and even did an in home visit in order to assist with color choices and accessories. Expectations were managed early on in regards to delays in delivery. You are able to get higher end custom furniture without driving to St. Louis. Delivery guys were quick and cordial once everything came in.

Cons- Expectations were managed early on. We purchased in January with our first expected delivery in April. Then June. Then end of September. Mid-October, finally delivered. All of these changes in delivery were communicated by me reaching out, not the other way around. Unfortunately, a chair was damaged in transit. No big deal, those things happen. The rest of my furniture was delivered, and delivery guys stated I should have the chair in no more than 3 days and a technician would be reaching out between then to schedule delivery. No call, no update. 25 minutes on hold yesterday finally yielded me the person to speak to, who said 5-7 days for the delivery of the part. A request to see if the part had been ordered was not fulfilled. Delivery guys did very little to arrange the furniture, even though we had a printed floor plan. They simply assembled the pieces, plugged everything in, checked functionality, and left. No cords were attempted to be tucked or additional setup was conducted. Follow up from the company is likely what is keeping this review at 2 stars.

Potential Fixes - Hire a dedicated customer service representative with access to all systems. Pay them well because they are going to have to deal with a bunch of stuff right now. Ensure they’re only responsibility is to communicate with customers after the sale. This includes any repairs, delivery updates, or scheduling issues.

Overall I would recommend, but I wanted to ensure the issues were aired in order to help others manage their expectations, which is more important...

Michael wasn’t your typical pushy salesman. He was concerned about finding us the perfect furniture for our needs and was knowledgeable about what was available to choose from.

Update 2 years later: No problems with the sales or delivery and our couch and rocker recliner were fine for a couple years. Then the chair fell apart. Still under warranty so called in mid February to get service. Was told that all that is covered is the cost of the parts themselves-labor and shipping the parts is on us. Ok, whatever, it's gotta be done. So the tech came on March 11, looked at the chair, said he didn't have the part and charged me $50 for the service call and $18 for shipping the part. Received the part a few weeks later and called to schedule an appointment. The previous tech no longer worked there and they only had 1 so I couldn't get an appointment til May 5. Different tech came out, looked at the chair, looked at the part that was ordered and said the previous guy didn't order everything that was needed. He didn't charge anything this visit and ordered the additional part. Told me that he would only charge me $100 when he came back because of the inconvenience. The new part came, I couldn't get an appointment til June 19. I was out of town, but told my husband the charge should only be $100. Came home to find we were charged $159. Called the service department and the next day the manager called me back. I explained the whole situation. She must be the same lady everyone else complained about because she refused to honor the price I was given despite the fact that it took 4 months to get the chair fixed. She said I got a break because it should have been $160-$200. What a crock!! Buyer beware-product may be ok, but the service...