La-Z-Boy Appleton — Local services in Town of Grand Chute

The purchasing process was excellent. The staff person was knowledgeable, friendly and efficient. She had excellent customer service. Picking up my chair was not as pleasant. I entered the store to let them know I was there to pick it up and was not acknowledged for an uncomfortable amount of time. Finally someone who was helping another guest told me someone would be with me shortly. There were 2 associates, both of whom were busy. Both of them knew I was waiting. Eventually one finished with her guest and, without even looking at me, walked past headed toward the back of the store. Apparently I let out an audible sigh because she turned and asked if she could help. She directed me to the warehouse and asked me to identify my chair myself rather than comparing the slip on the chair with my copy and locating it herself. She did nothing to lessen my frustration. I realize she was busy but she was not friendly. I expected the chair to either be in a box or covered in a protective wrap, especially since it is light colored fabric. It had neither. She said "we always tell customers to bring their own". I was not so advised. The chair, although on sale, cost me over $600 which is a lot to me. I'm retired on a fixed income and it took me many months to save for it. The quality of workmanship is disappointing. It's a small recliner. The back can be wriggled side to side slightly in the upright position and, when in the reclined position, bare wood is visible on the underside. I will keep the chair but am not over the moon about it. Given the company's reputation and the amount I paid, I expected better. I won't dis the store but will not be...

I don’t write many reviews, but this visit warranted one. We came into this store because we were interested in ordering a Kincaid sofa set. However, when we sat on a La-Z-Boy sofa with ComfortCore Gel, we were sold. We are huge fans of memory foam mattresses and shoes, so this was instant love. Our salesperson, Cheyenne, was really great in helping us pick out the pieces and laying it out in a digital floor plan. Where she excelled was in picking a fabric for us. We had been down this route a few days ago with another salesperson at another store. It was dreadful. Cheyenne, however, listened to what we wanted and found something immediately that coordinated with our walls and carpet. We hate furniture shopping, but she made it easy for me and my husband.

When we were ready to order it for our second home in MA, Cheyenne told us that we could not place the order for MA from WI we live primarily live. La-Z-Boy could only deliver it to the same region as the store. We were so bummed, because we felt that we had wasted Cheyenne’s time. She could not have been more gracious. She put it all in writing so that we could order it from a store in the Northeast region. We did order it on the phone eventually from Rhode Island, which had the only store that could accept phone orders. La-Z-Boy needs to be less lazy in upgrading its order system.

If you are in the market for furniture, ask for Cheyenne at La-Z-Boy. She was by far the best furniture salesperson we have encountered in a long time. She listens, and really helps you get what you want even if she can't sell it. We will come here the next time we get furniture...

Deceptive sales staff, and poor build quality, followed by a "lifetime warranty" that will just about cost more in labor than the chair cost new. When my newer (15 month old) loveseat dual rocker/recliner had a mechanical problem with the back rest bending out of place, and falling apart, I went to the store to find out repair options. I was told that I would have to pay $110 PER HOUR for a tech to come out and diagnose the problem. I was then told based on the pictures I provided and description that they'd need to replace the metal reclining mechanism. This would require 3 hours of onsite labor, estimated. Now let's do the math, trip 1 will be for 1 hour of onsite service for $110, trip 2 will be to replace defective parts for 3 hours for $330, add the TWO trips up, and it will cost $440 to "REPAIR" my 15 month old recliner that's a part of the loveseat. Now the interesting part, I paid $1000 TOTAL, for two separate recliners that attach at the base, so that's $500 per recliner... AND THEY WANT AROUND $440 to fix my 15 month old recliner that cost $500.

Throw their warranty in the garbage, because even IF they do honor it, it will cost your more than buying a new one, which I guess is what they want. And they may get me to buy a new recliner, but it won't be a La-Z-Boy.

That said, I have a La-Z-Boy recliner from 2002 that is in awesome condition and still fully functional. Seems to me that La-Z-Boy quality has deteriorated SIGNIFICANTLY in 15 years! A shame too, now they sell furniture based on a reputation that is no...