La-Z-Boy Virginia Beach — Local services in Virginia Beach

Although La-Z-Boy is a great product our store experience was not up to par. We asked numerous questions about the product [sofa bed w/inflatable mattress] and by the time of delivery realized the salesman had totally misinformed us. These are just a few of the questions we asked him at the time:

Will the inflatable mattress, deflated of course, fold into bed with original mattress? His answer was "...yes.” Upon delivery and closer scrutiny that answer was incorrect! No-way possible for the two to fold together. We would not have purchased the air/mattress. Now we were stuck with an additional mattress and more importantly where to store it.

Will delivery people take old sofa to curb? Again, answer was yes, as long as our home was one level. On delivery day I asked folks to take old unit to curb. I was told that it wasn't stated on the delivery sheet. I told them that store salesman said they would. He told me that it was very heavy but they would place it at curb which they did.

We specifically asked about the delivery process since there were no models to see on the floor. We were told that we would have to make a down payment so that work would begin at the factory to make the couch. Since there were no floor models we asked if we would get an opportunity to see the couch before delivery to our home. He told us that when the couch was ready we would be notified. It would be then be sent to the store where we would have an opportunity to see it to make sure we were satisfied before taking delivery. We made a down payment and weeks later we received call from warehouse saying we need to make final payment before delivery - sight unseen. We told them that salesman said item would be sent to store for our inspection. We were told "...that's not how it works..." we contacted store and after numerous attempts to speak to someone we finally got through to a store manager who informed us that we needed to pay the balance to proceed with delivery from the manufacturer and that it was never their policy to have furniture delivered to their store.

My wife and I discussed considered canceling the order because of all the misinformation we had received. However, we did go through with the purchase.

Will we purchase from La-Z-Boy? We don't know but, definitely not from this store. This experience has not been...

I called the Virginia Beach store after I had gone to the Chesapeake store where I did not get very good customer service at all. I use a Wheelchair. And the saleswoman Niki was more than happy to answer any questions I had over the phone. I explained I was looking for a full-size Power Reclining Chair and a Half. I told her a saw the Dawson collection had one and was wondering if she knew of anything similar or any other collection that had a Chair and a Half. I explained I didn’t care about the collection as long as it was a power recliner chair and a half. Niki looked in the computer and it took her not even 2 minutes to find out the Aspen Collection had a Chair and half she told me they didn’t have it 8n stock but I could come and look at the sectional and get a feeling of what the chair and a half would be like. I asked her if she was working the next day however she said she wasn’t but would leave a note for the other salespeople and told me who she expected was working and they would be more than happy to help me plus she said she could still honor he sale because I explained what happened in Chesapeake store. When I went in Tuesday I met Billy I told him I spoke to Niki the day before and he Knew exactly who I was and what 8 was lo9king for because Niki and left a note and mentioned it to the other salespeople. Billy is extremely Friendly and Very knowledgeable about LazyBoy products and all their benefits he also was hpvery patient as I took. A while to come up with the color I wanted and he even found a chair that had almost the same colors I was thinking about When I saw it on a chair I knew .that was the color for me. I can’t say enough about the customer service and friendliness of Both Niki and Billy I highly recommend if you are looking for furniture and thinking about LazyBoy you should go the extra distance to th Virginia Beach Blvd store and look there. They offer great customer service even when they are not working that Day!!! Billy when I purchased the chair went over everything Twice to make sure everything was correct on the order and said he would call me about a week before it was finished being built so he could set up the Delivery Date. Definitely will buy from LazyBoy Virginia...

By far the worst customer service experience I've had in a very long time. If I could give less than one star I would. My wife and I purchased a queen sofa sleeper for a guest room. We were very explicit about the date we needed it by due to the arrival of our first child and our in laws coming to town to help out. We were assured over and over again that it wouldn't be an issue (even with COVID) and that we would have it in 8-12 weeks. 3 days later we were asked to switch our fabric choice to something that was in stock to "ensure it gets to us by our needed date". 3 weeks later we were given an update and told it would be 16 weeks but after reiterating that if we couldn't get it by our date we would need to buy elsewhere we were once again promised that they would put a rush on it to get it to us on time. Several weeks went by and then we were told they "forgot" to put the rush on it but that they were handling it. A few more weeks goes by before Steve, the store manager informed us it wouldn't be there on time but that they were working on getting us a loaner and would call back when they had one lined up. We never heard back and the next time I spoke with Steve he had no recollection of ever having that conversation with us. He then promised to get in touch personally with the warehouse and get an update. 2 days later he called us and said it was complete, boxed up and was shipping in a couple days. Conveniently Steve then went on vacation and the rest of the staff told us it was going to be another week. Then, we were informed it had in fact shipped and they would be reaching out within 10 days to schedule our home delivery. 15 days goes by and still nothing so I call again only to be told that we were lied to. Our soda had not shipped, was not complete, and it was going to be at least another 2 months (putting us at 6 months). This store has done nothing but lie to us, string us along, and mislead us every step of the way. They rarely if ever call back to follow up when requested and after being told the regional manager would be in touch on 3 separate occasions, I've yet to hear back. Lay Z Boy will never get a dime of my...