La-Z-Boy Rochester — Local services in Town of Henrietta

Below is the timeline of my disappointing buying experience from La-Z-Boy. TLDR; I bought a recliner with the reasonable expectation it would be in new, working order. I was delivered a faulty chair from day 1. It’s now been 3 weeks of inconvenience, poor communication and I still have a recliner in non-working order.

July 5, 2025: Purchased two chairs in the Rochester, NY store

July 11, 2025: Furniture delivery

I emailed our Sales Rep (David Keats) the same day as delivery detailing an issue with our Harbor Town Recliner. The chair base came with visible pre-drilled holes and a scratch on the wood arm. I received a reply saying an email has been sent on my behalf to their service coordinator to open a claim.

July 14, 2025: I email David again regarding the general alignment of the chair. While reclining fully back my husband noticed the chair leans heavily left (see photos of left vs right side). No response was received, and I have yet to hear regarding the claim to be opened.

July 17, 2025: It’s now been nearly a week after delivery and I finally receive an email from ServCo that my contract (aka claim) is registered. I submit the required claim info the same day, including a description and pictures. The email response says I should receive an email in the next 2 business days as a follow-up.

July 22, 2025: I call ServCo for an update. It’s the 5th business day and no email was ever received. They tell me the claim was received, but I need to call Comfort Care instead because this is an issue that falls under the manufacturer’s warranty. (It would have been nice if they had let me know that and didn’t take me calling to find out)

July 22, 2025: I call Comfort Care and am set up with a virtual meeting for a technician to look at my chair.

July 23, 2025: Virtual technician visit. The technician assesses all known issues (base, scratch, chair alignment). At my request, he says he’ll put in the notes recommending getting a new chair. I am told to expect a call back within 5 business days.

July 29, 2025: While reclining in the chair, both a washer and spring fall out into the chair base.

August 1, 2025: It’s now been 8 business days and I haven’t heard any update. I call Comfort Care again. I am told by the customer service member to hold since they are waiting on notes from the technician’s visit and they need to find them in the email (?). After seeing the notes, I’m told new arm replacements will be ordered.

Why wasn’t that done after the virtual visit? If I hadn’t called, I guess the parts would have never been ordered, so I wasted another week waiting. When the parts are delivered to my home, I need to call back to schedule a technician to come out. They will then install the new arms, correctly align the chair base (I learned it was put on backwards, which is why there are holes showing), and they will fix the internal components/alignment. When I ask about getting a new chair, I’m told that won’t happen since the damage is fixable.

August 8, 2025: The replacement part shipment arrived to my home and instead of the actual wood arms of the chair being sent, two recliner side handles were shipped instead. I've already called Comfort Care and they apologized and promised to ship out the correct parts. The repair of the chair is now further delayed.

August 14, 2025: The second parts shipment arrived and this time the arm parts arrived, however they are the incorrect wood finish and don't match the chair. I called Comfort Care and they finally scheduled a technician to come out to fix the other parts of the chair. No mention if the arms will be shipped again.

All in all, I’m very upset. I paid $1,050 only to be delivered a lemon of a recliner. The chair never should have left the warehouse for delivery to begin with, which shows their quality practice is lacking. They took my money and...

By far the BEST Experience/ customer service thus far. I am a very particular person. I want what I want and if I can’t get what I want ima find a way to get what I want lol . I bought a couch on line (worst decision) definitely wasn’t what they made the pictures look like. I rarely go into store but for this I needed to. I had specific things I wanted . I wanted a sectional a recliner and either an ottoman or a chaise. I have 4 young children and they like to fight so I needed something for all of us to fit comfortably. Problem was I was working with little space.I started off at one store I felt like the sales person really wasn’t listening to what I wanted and just said this is what you can get. I went to another store right next door. I felt like the sales person wanted me to get what HE wanted me to get he was very persistent (which isn’t a bad thing) BUT I wanted what o wanted! If I was going to spend a lot of money it was going to have to be exactly what I wanted ! I knew there had to be something close to what I wanted. I say your store WAY across the parking lot I decided to walk over it was a nice day. As soon as I walked in I was greeted by a nice man named MARK. At this point I was very frustrated and hopeless feeling like I was never going to find what I needed. I explained to Mark my frustrations and he just looked at me smiled and said I have exactly what you are looking for brought me over to this BEAUTIFUL sectional WITH a recliner AND chaise but most importantly the exact dimensions I needed (a little bigger) BUT gave me the option of taking a piece off I needed ! When I say MARK saved my day he absolutely saved my day ! There was another gentleman there I didn’t catch his name but he was super helpful too and offered me a spray to spray on my couch (because I have young children) that’s waterproof ! I spent a little more than I wanted too but when I say I’m 1,000% happy with my purchase I will not think twice about my decision I just wanted to say thank you guys for listening to me and not making me feel like I was asking for something that was impossible. Mark was an EXCELLENT salesman but most importantly he is and Amazing person he treated me more like a human than a sale and for that I will for ever be a customer with you guys THANK YOU THANK...

Mark is very personable, inquired about what I was looking for in a manual recliner and he STAYED with me from start to finish (75 minutes) unlike the previous furniture stores. What I didn't know is that, Lazy Boy is MADE IN THE USA! This is impressive and a huge plus! They have a huge inventory of manual recliners whereas the other places had slim pickings.

As we were discussing different recliners and fabric choices, he showed the fabric on a power recliner. Mark discussed the functions & benefits of the power recliner (adament that I didn't want one). Throughout the entire process, Mark was patient while I looked at other recliners and answered my questions. There were three recliners that I liked and had a difficult time deciding between (never once did I looked at the price tags). That's when Mark showed me the heated, massage recliner. He indicated this recliner was a little higher in price over the other three. After sitting in this massaging recliner for 10-15 minutes, and comparing the price tags, my mind was made up. The heated, massage and power recliner is the perfect choice.

Now finding the fabric was another huge ordeal. Again, Mark was patient, listened to what I liked & didn't like, showed recliners in fabric and then finally took showed me a large assortment of catalogs of sample fabric that are available. As he was flipping through the sample catalog, I immediately found the fabric, which he was shocked. Applying for credit was a simple process and took less than 5 minutes. Mark even processed the paperwork and explained everything unlike the other places where you are handed off to a cashier. A 30% downpayment is required for special orders, the first payment wouldn't be due until 30 days after delivery and 6 months same a cash. The only downside to purchasing a "design your own" custom recliner, is having to wait eight weeks for it ro be made and delivered.

Immediately upon leaving Lazy Boy, I informed family & friends of the store, the salesman (Mark), and being able to chose the fabric. They were quite impressed with the entire process and the furniture is MADE IN THE USA, they are planning to shop here soon versus waiting...