La-Z-Boy Tukwila — Local services in Tukwila

My best advice is to NEVER purchase anything from La-Z-Boy. My experience so far has been horrible and their comfort care has to be one of the worst in the industry. My complaint is not about our salesperson, Gary, but rather the company, the quality and now the store manager who doesn't seem to care enough to help expedite or resolve this issue directly.

I expected that the lead time would be long having to order a custom covering so my wife and I were happy that it only took 6 weeks instead of the 10-18 weeks that were told to us.

When the sofa arrived on November 26th, it was assembled and setup by the delivery team and it was clear at that time that the sofa was defective so the delivery driver even took pictures. (in hind sight I should have refused delivery). I messaged the salesman that evening and emailed and sent pictures as well as calling the store the following day. Gary our salesman explained that a customer care technician would have to come out and inspect the product and make a determination whether a repair was possible but that it could take a couple of weeks because they were backlogged due to the holidays. I was contacted by the service technician company and scheduled an appointment to inspect the furniture on Dec 20th, 2022 but the appointment had to be re-scheduled due to an ice storm so it was re-scheduled for January 2nd. Upon the arrival of the technician, he also determined that there were too many items needing repair and the unit would likely have to go back to the shop because some of the work would require taking apart the seams and re-sowing parts of the arm and side wrinkles where the leather was not pulled tight. The technician asked me what my desire was for his report and I indicated that I wanted a full refund of the purchase. He indicated that he would put that in his report. After waiting a couple of weeks with no response, I reached out to Gary again to see if he could find out what was happening and he suggested that I call Comfort Care which I did but I could not wait on hold. I spoke to Gary again and he said that he would do the same and he was able to connect with them and they indicated that parts had already been ordered. I mentioned that this was unacceptable and that I would be escalating the issue. I called Comfort Care once more and this time I left a call back number and when I eventually spoke to the Comfort Care individual, I was told that they attempted to contact the store manager who was out but that they said that he was the only person who could authorize a refund and they forwarded some documents to him for his approval. On February 6th, 2022 I spoke with Gary again and he indicated that the manager spoke to Comfort Care and their position is that I must follow the warranty terms and wait for the furniture repair to take place and then determine if the repair was acceptable. I verbally said that I would not accept any repairs to this defective unit and that since the unit was defective from the day of delivery, even affirmed by the delivery driver, I don't believe the terms of the warranty to apply. I only wish I would have refused the delivery.

March 28, No resolution yet. They shipped me 1 replacement cushion and 1 back skirt piece. I have not opened the boxes yet. No contact with the service dept to this point. Very...

So I went into the store and was planning to buying a sofa possibly. Salesman approach me, we found a sofa that was big enough for me and was the right color fabric to match my lazy boy chair. But I didn't think they could get it in to the building I live in. So I told the salesman that I would go home in major to make sure that it fit. He said don't worry about it just order it and if it doesn't fit they would refund my money. So l said can I get that in righting. He said sure and put a note on the invoice that if it couldn't be delivered I would get a full refund. So that came to deliver my new sofa and lo and behold they can't get it out of the elevator. So they return it to the warehouse. I go to the store the next day. Talk to the manager. And the 1st thing she tells me this is a salesman should not have put that note in their. I say but he did. She said can we maybe find something else that works for you. I said we could look around and see what we could find. After looking at the regular sofa there was nothing I liked that fit me. Then she showed me a sectional. I liked it well enough other than the fact that it was a right handed and I need a left handed now and it was in the wrong fabric. It was going to be a $1000 more for this sectional and an 8 week weight. So I asked for my mony back. So she takes back to her computer and tells me she well refund $1380 dollars or so. I say but the invoice was $1496.10. She says I have to pay the delivery company. Know maybe it's just me but the agreement was I would get a full refund now I feel like I've been taken for over $100. I would strongly recommend staying away from the store. If you have to have lazy boy it's worth the drive to go somewhere else. But me personally I will never have dealings with...

If you spend your money at Lazy Boy don't plan on ever using their repair service that they so highly push. We have a lift chair because my husband has back issues. The chair has been sitting in my living room, broken, for 9 months. 9 MONTHS! We have gone through their repair service time after time and it still sits their broken. The first go around they kept scheduling a repair person and that person never made it to our home. Most recently the repair person was here 2 months ago on September 7 and the part was just ordered last week, it's October 20. Even though the phone support person could see that we would have the part on Oct 25 she would not start the scheduling process. I have to call back, again, when the part gets here. It took me 4 tries, waiting on hold for a minimum of an hour before I either had to give up because I work for a living, or got a person. It will be a minimum of 4-6 weeks before the repair person will actually be able to make it to our home but I still can't schedule until the part is in my home. That means that the chair will have been in my home, unusable for at least 11 months before it might be fixed. Then again, this is the third piece of the chair they've tried replacing to fix the problem so maybe not. This isn't service, this is a joke. I tried asking for a manager, got told there isn't one available. I'm so done with this company. I will never purchase...