La-Z-Boy Wayne — Local services in Wayne

Mixed review, online ordering and corporate customer service combine for 1 star, store level in Wayne NJ redeemed it and they deserve 5 stars. For starters I understand that Covid-19 has thrown a giant wrench into just about everyone’s operations. Ordered a rocking recliner online for the babies room in late May as I have twins on the way with an early September due date, original order claimed 6-10 weeks for delivery. At 10+ weeks still with no communication on progress of order (I was hopeful it would be delivered in the quoted window but would not upset that COVID pushed it beyond) checking status on website said it was “pending” called 800 number and was told by customer service that they “did not have the authority to pull up my order details” so they would pass my information forward and someone from La-z-boy would reach out to me, a week or so later after no word from anyone I called 800 again, this time the representative was very helpful and explained why my order was still “pending” there was a changeover in their system that had my order stuck in a loop where it wouldn’t make it to the next steps but also told me that it would be 12 weeks from this point before I would be able to receive the recliner I had ordered, despite having already waited 12 weeks. She also put me in contact with the sales manager from the Wayne location. Could not be happier with the way he handled the situation, I was given multiple options of items that were in stock or available with a short wait. Twins made an early entrance so went with an in stock option. Very poor experience online and initially with customer service, the final two people I dealt with At the call center and store level redeemed it and I cannot thank them enough...

I spent over $6 thousand dollars at this store roughly 3 years ago on a leather couch and a leather recliner. I purchased their extended warranty and have meticulously up-kept the leather with the cleaner that they sell on site. 3 years has passed and the leather is splitting and cracking at the seams. A call to the manufacturer and there is nothing they can do except have me pay for repairs. The extended warranty doesn't cover manufacturer defect, it only covers damage caused by you or a pet. The extended warranty is a third party scam that they talk you into purchasing, it is NOT backed by La-z-boy as I was told. And for this leather to fail so prematurely is just plain unacceptable. They want over $800 to come to my house and replace the cushions on a couch that was around $3000 even though they admit it is a manufacturing defect but alas, they only cover THAT for 1 year from purchase. I'd advise anyone spending a ton of money at this store to beware of the extended warranty, beware of the quality of manufacturing and just know that your product may fail within 5 years of ownership. These defects will only get worse with time and I'll probably have to replace this furniture well before it's perceived lifetime. I purchased furniture from La-z-boy because I didn't want to deal with low quality furniture and boy...

Sincere, heartfelt multitudinous thanks to Maitri Dave for her outstanding personalized customer service, exemplified by the way she generously applied her professional knowledge and expertise to our particular medical-related needs, which she sensitively heard and met in a most courteous and humble way that made our first-time LaZBoy purchasing experience one that makes us look forward to repeating! Ms. Dave’s tireless efforts on our behalf were those one might expect to receive from a relative or lifelong personal friend. Never before have we experienced the kind of customer attention displayed in so many ways over so many interactions from our entering the store to our taking delivery of and enjoying reclining in the “perfect” swivel rocker Ms. Dave went out of her way (and out-of-state) to find for us. Without a doubt, she has earned our utmost loyalty, gratitude and respect. She made every aspect of our experience confidence-evoking. And as an important aside, her interaction with us and the delivery team, led by Carlos, made our at-home experience a seamlessly pleasant one! LaZBoy, in general, and the Wayne, NJ store, in particular, is indeed blessed to have her providing top-quality service to everyday customers like us while representing them in a most...