La-Z-Boy Troy — Local services in Troy

Went to the La-Z Boy store in Troy and ordered a basic sleeper sofa on 6 October with the understanding that La-Z-Boy would be able to deliver it in time for a house guest arriving 17 November. La-Z-Boy charged my credit card that day.

A few days prior to the 17 November date, the store called to arrange delivery. Great!

Shortly thereafter, the store called back to say that there was a problem with the unit and that they needed to have a technician look at it. (A technician? It's a sofa, guys. But I'll go along.) Over the next day or so, more phone calls ensued from different La-Z-Boy personnel who apparently weren't coordinating between themselves. It finally came out that La-Z-Boy couldn't deliver the sofa prior to 17 November, but that delivery could happen the next week. Okay, I'll make do and figure out something else for my house guest. The house guest came and went.

The Monday after, I received a call from La-Z-Boy saying that the sofa was damaged somehow, that La-Z-Boy would have to manufacture the replacement from scratch, and that it would be another four to six weeks for delivery. The rep offered a different piece in some other color, but that wouldn't work in the room. So I cancelled the whole thing.

Here's the existential question: Does La-Z-Boy actually sell furniture? This is a lot like the Monty Python cheese-shop sketch. There sure seems to be a lot of furniture in the showroom and the salespeople sure are nice, but the company can't seem to execute on the delivery of a basic brown sleeper sofa. And it doesn't seem to think that there's a problem with starting the whole four- to six-week process over (with possible delays, of course - because holidays). I guess it's just a normal thing that predators pick off the odd sofa or recliner as La-Z-Boy herds them from the factory to the customer.

I've bought La-Z-Boy furniture before and liked it a lot. I liked the sofa that I saw in the showroom and I'll bet that it would have been great if the company could have delivered what it purported to sell. But I'm not willing to stretch the process out to a total of 12 weeks on the theory that La-Z-Boy might deliver on the next try. I'll bet that you'll like whatever you buy there if the company delivers what you bought. But I'm not taking that chance. I'm going to look for a furniture store that has...

We spent $4,000 on a La-Z-Boy chair, plus paid extra for their warranty, expecting quality and peace of mind. Instead, we got one of the most frustrating customer service experiences of our lives.

From the start, there were problems. We were promised delivery in time for a surgery—something that was very important to us—and they failed to deliver on time. Then, just two months after finally getting the chair, the first problem appeared. We called for service, and they claimed it was fixed. It wasn’t.

Over the next 18 months, we had to call for service three or four more times. Each time, they initially denied our claimbefore finally agreeing to send someone out. The last time they sent a technician, not only did they fail to fix the existing two or three issues, they actually broke another part of the chair!

Trying to speak to management is impossible—they hide behind secretaries or sales associates who are left to “deliver the bad news.” Their so-called Comfort Care says they’re not responsible, the store says they’re not responsible, and Servco (the warranty company) says they’re not responsible. The store manager actually said our job is just to sell. Someone answer for the manager at comfort care and told us she just started a meeting (it was 15 to the hour so doubtful). Servco just doesn’t claim responsibility and sent someone who told us she had her training six months ago and didn’t remember any of it before breaking another aspect of the chair.

So in the end, you spend thousands of dollars and countless hours fighting with three different parties—none of whom will help you and all of whom hide and won’t even speak with you!

Whatever you do, DO NOT buy from La-Z-Boy. You’ll regret it. Worst...

Lazy boy makes great furniture but the people who work in the troy location are terrible. The customer service and the store location so not know how to communicate.

I bought a $2000 chair in July. It took over 7 weeks for it to arrive even though they put a “rush” on it. Less than 24 hours after I got the chair it broke while I was in it in a full recline position. Then it took another two weeks to get a repair man out to fix it. He made the chair workk again but had to order a part to really fix it. Then it took another 3 weeks to get the part. After he “fixed it again” it continued to make a terrible metal on metal noise whenever I put the foot rest all the way up. He knew this when he left but didn’t do anything about it. Finally I got approved for a replacement chair through customer service in late November. They assured me that within 7-10 business days I would get a call from the store I bought it from (troy) and they would set up a new order for me, even though I wanted the exact same chair. More than 3 weeks later I still hadn’t heard from the store so I finally called them and the woman I spoke to said “oh sorry your email was overlooked. But I was out of town that week so it’s not my fault.” I was never going to get a call from them...ever. So now I get to wait another 4-6 weeks (so they say but I’m not holding my breath) for a new chair. It’s currently December 11. So I won’t have this chair until next year. The whole process has been annoying and incredibly inconvenient.

I would think that when you spend that kind of money on anything that the service would be better and faster and far...