La-Z-Boy Sterling — Local services in Sterling

I can't tell you how much you need to avoid this store/company. But I'll try. Tl'drr: you'll overpay, have to drive delivery, get incomplete'broken material on arrival; and have to navigate outsourced "repairs". Three out of our four chairs remain unusable five months after purchase.

The gory details: We went to the store earlier this year to buy arm chairs. We found some and went to buy them. At the check-out we were relentlessly upsold/nickle and dimed to the point that they wanted to charge us more for a handle! We drew the line and said we'd walk away, to which the employee replied "oh that's unfortunate".

Determined to buy American even at grossly inflated prices, we tried again in May. They were supposed to arrive in 6 to 8 weeks and we were supposed to receive a call to set up delivery. After eight and a half weeks without receiving a call, we contacted the Lazy Boy store and were told that the chairs had in fact been in the warehouse for several weeks, but no one called to set up delivery. We set up delivery which ended up taking three more weeks only to receive the chairs with obvious defects. These turned out to be a tip of the iceberg as at least two of the chairs had mechanical defects due to poor manufacturing. It's taken more than six weeks now and the chairs are still broken. We first had to do a virtual repair consultation, which shockingly revealed that the virtual tech couldn't magically fix it. Then the store set up a second repair, this time in person, but he didn't show. Nor did anyone call. We ended up calling and were told that the tech had injured himself. Then the store sent another independent contractor who found that two of the chairs were never bolted to the frame and the mechanics in a third chair were bent so it won't recline. The swivel rocker base for the first two defective chairs needs to be replaced because they are crooked and broken. They cannot be repaired. So here we are now approaching five months after order with three of the four chairs unusable. La Z Boy refuses to extend the warranty and frankly we no longer want that. These chairs are absolutely defective and we want our money refunded as we view this sort of practice as beyond inept and...

I can’t say enough about our experience with La-Z-Boy employees. From the salesperson we dealt with, Navpreet, to the supervisor, Kayla, everyone was so helpful and professional. There was a major miscommunication in our order, which resulted in us receiving the wrong couch. When I realized there was a mistake, I was on the phone with La-Z-Boy employees in the Sterling, VA store, as well as going into the store and talking with Preet in person. She was helpful but couldn’t really give me any guarantee that the mistake could be corrected, that she would have to talk to her supervisor, which was entirely understandable. The next day we spent a good deal of time on the phone explaining the situation to the supervisor and someone at corporate. The issue was ultimately resolved, and we were thrilled with the outcome. I have told numerous friends about our experience and will continue to sing the praises of the La-z-Boy store employees and corporate. In my opinion, this is a great company. I’m looking forward to receiving my couch, and I’m sure we’ll be happy with our purchases, an apartment-sized couch and a recliner, for another 20 year’s just like the 2 recliners we owned in the past and passed down to our granddaughter who is just setting up her new household. Thanks, La-Z-Boy, for your excellent products and your...

I wanted to share my experience with the La-Z-Boy furniture store. Firstly, I must commend the delivery team for their excellent service. They were respectful and efficiently carried out their tasks. However, there was an issue during the delivery that was directly related to something the designer had told us. We were informed by the designer that we could request the delivery team to move our existing furniture to the basement. However, when we made the request, the delivery team politely explained that they were not liable for such tasks. I completely understand their position, as they have their specific responsibilities. What I can not understand is why someone from the furniture store would provide incorrect information to customers.

To address this concern, I called the store and spoke to the sales manager of the store that we got our furniture from. Unfortunately, my experience with the sales manager was disappointing. She lacked respect and abruptly ended the conversation by hanging up on me. Her exact words were, 'I have a customer and don't have time to talk to you.'

Overall, I appreciate the delivery team's professionalism and dedication to their job. However, I am disappointed by the inaccurate information provided by the designer and the disrespectful behavior of the...