La-Z-Boy Clay — Local services in Town of Clay

This store has great potential however it is not utilizing it to its fullest. We chose Lazy Boy because it is American Made and good quality. We have been looking for a sofa for an over a year . The styles I love online are rarely available at this location. Also the same items remain there for years without a fresh supply. The sales persons are always very kind ,professional and upbeat. We finally found a sofa to suit our needs, it was not an in store item so we ordered it sight unseen. We are pleased with the size and the quality. What we are NOT pleased with is the Delivery and the Follow Up after a promise was not fulfilled. The delivery persons were nice but obviously were not trained in quality furniture delivery, they treated the furniture like it came from Target or a chain discount store. The couch and cushions were set upside down on a blacktop drive as they proceeded to remove packaging . They got the new couch in just fine but the original couch was not removed. We chose Lazy Boy because we were told they would remove the old couch. The delivery people did not have a clue how to do this. Obviously a trained mover got it in the house so Obviously it could be removed. They attempted to do so but were started to scratch ceilings and walls and we asked them to stop. They asked a us to sign a damage waiver and then they would continue, UNACCEPTABLE. WE have been stuck with two couches in our space for three weeks. Initially I waited a few days and called the store to let them know about the situation. The person answering the phone said she was sorry but she could refer us to a company that WE would have to PAY for to take out the couch. I asked for the manager and she told me that she would call me back. No Call Back after 2 weeks I called today and was told that I waited too long to file a damage report so the case was closed. I DID NOT file a damage report I Just wanted to find out how we could resolve the couch removal issue. This Manager Ashley had absolutely no Customer Service Skills, NO Concern for the problem, NO concern that they promised what they couldn't deliver, NO concern that other people have had similar issues, if you read the reviews and this was confirmed by a store employee. She had no intentions of seeing what could be done and basically just gave me pat answers and blew me off. I do not like to complain but if my Company had customer service issues I would want to know. Reputation is at stake. The spirit of excellence is not being shown and I plan to go to Corporate to let them know what is happening at...

The manager was very helpful in helping me get leather Laziboy couch in my color and helping me with measurements. When they delivered it one of the sections was a completely different color. I had to wait a few weeks to get the piece they messed up on and had to take more time off from work to be around for delivery guy. I bought the extended warranty for accidental damage. I live alone and usually only use one side of couch. I had coworkers over for dinner from work. A lady sat on opposite side I don't use she went to use the power recliner and I heard a pop noise. The chair went so far back it hit wall and made a hole in wall with a sharp object that is sticking out of couch. It ripped through couch. Laziboy charged me 150 dollars to have tech come out and determined they weren't responsible because they stated couch ripped because it came in contact with wall. I couldn't move couch on my best day it's so heavy. Power recliner works fine and doesn't touch wall to this day but it did that one day I heard that popping noise. This was clearly a malfunction in chair. They told me to call warranty place I bought the extended warranty through. Maybe Laziboy should've directed me to them first before grabbing me for 150 buks. Now extended warranty says they won't pay because it wasn't a accident. I'm pulling teeth now and it might come down to small claims court. When I went to speak to manager who sold me couch they all of a sudden weren't as friendly. The manager said call her at end of week she was busy with other things and had a few days off as well. She also made a reference that it's probably my fault and it could of been a kid jumping on couch. Last time I would buy a Laziboy with that type of service. One way or another they are and will be responsible for the damages but there attitude and conduct is unsatisfactory and I...

Finally decided I would get myself a nice couch this time last year. Went to the showroom and found two couches I was interested in. Was told it was at least a 6 month wait to order what I wanted. Salesman said he found something in the warehouse that was "almost exactly the same," and could be delivered in 2 weeks, so I said I'd take it. Couch was indeed delivered about 2 weeks later, but when the delivery guys left and I finally sat down to relax, I realized it was nowhere close. The one thing I SPECIFICALLY emphasized, that it not be a couch for giants, was exactly what I got. My feet can't touch the floor when sitting in it, and the size makes the complete lack of lumbar support even worse. The return policy is a joke. You can "exchange for a product of same or lesser value" within 3 days and get docked a 30% restocking fee - so I could get something else from the warehouse I wouldn't be happy with, or wait 6 months. This couch got so uncomfortable that I ended up leaving it at the apartment I just moved out of. It's so heavy that it wasn't even worth the trouble. $3500 down the drain....