La-Z-Boy Winston Salem — Local services in Winston-Salem

I bought a Hampden Swivel Rocker in Sept 2017. I immediately started having issues with the fabric pilling. I contacted customer service in August 2018, within my 1 year warranty. I was told to purchase an electric fabric de-piller and see if that alleviated the problem. She said if it continued to pill, then it was likely a defect in the material and covered under warranty.

Being that I was calling so close to the year mark, I asked her if it would still be covered if I had to call back after trying her recommendation, and she said yes, as the issue had started before my warranty ran out, and she was going to make note of all of this in my account.

I gave the de-piller a few months to see if the pilling would stop. It did not, and has not. It is seemingly endless. So I wrote back to Lazyboy Customer service, detailing my previous report. They requested pictures which I sent. Several weeks went by with no response. And getting through to the customer service number is nearly impossible--eternal hold. Finally I spoke with someone to check on the status of my claim. They told me it had been denied because 1) it was out of warranty and 2) I used the chair more than it was supposed to be used. Seriously. They said that. Does Lazyboy make chairs you're not supposed to sit on? Additionally, they had no record of the first call I'd made in August. And no matter how I tried to explain what had happened, they were deaf to my pleas. I was out of luck.

I bought this chair because my Mom had the same chair for many years, which I inherited from her until hers finally broke down. It was a great chair and had a lot of sentimental value as well. Her Lazyboy lasted a really long time--and my Mom, and subsequently I sat in it every day. And there was no fabric pilling at all. I thought Lazyboy made quality product AND stood behind it. I was wrong.

I recently started having an issue with a popping spring sound, so I had to call customer service again. Remember, this chair is now less than 2 years old. They charged me $125 up front just schedule the appointment, claiming that any subsequent appointments would be $0, all covered by this $125.

The service guy came out and ordered a couple of parts which I received a couple of weeks later. I called to schedule them to come back out and finish my service call. On the day of the appointment, AT THE TIME of the appointment, I received a call from Lazyboy telling me that he was sick and couldn't make it. They said they would call me the next day to reschedule. I waited the entire next week and never heard anything. In fact, I have never heard anything else from them. Nada.

Lazyboy, you have been a disappointment from start to finish with this chair which was supposed to be such a precious memory of my Mom. Your chairs DON'T LAST, and YOU DON'T STAND BEHIND YOUR WARRANTIES. You LIED TO ME when you said I WAS COVERED BY WARRANTY BECAUSE I CALLED WITHIN MY WARRANTY PERIOD OF ONE YEAR. I can only surmise that Lazyboy, you have turned into a greedy company that is only out to make a quick buck. I cannot tell you how disappointed I am. I will NEVER SPEND ANOTHER DIME WITH YOUR COMPANY. I feel...

This was the second time we ordered from La-Z-Boy and we were beyond disappointed. The ordering process was very simple and great and that’s where it ended. Covid caused our sectional to be delayed which is completely outside of their control. My issue is that we were given an extended lead time of 16-18 weeks to account for their delay in production when we ordered. I had to call the store when that time frame got closer only be told then that it was going to be another 8 weeks. Had I not called I would have never known my sectional was further delayed. We were not happy about this in the least bit and asked if there was anything that could be done and they “escalated” our order. Which meant they only lied to me and said a date of 3/22 instead of the April timeframe they told me which was interpreted as being a delivery date. No, it was a production date. I did not receive my order for another 2.5 weeks. That’s when the experience soured even more. After waiting almost 6 months for the sectional, once it was installed I immediately noticed it was smaller than I thought. I reviewed my order and the sheet I was provided when I purchased to confirm the measurements. They were not the same. The sectional I thought I was getting was 24” longer than the sectional I got. When I brought this up to my sales rep, it was pushed back on me that I ordered incorrectly and if I wanted to add another section I gladly could for another $549 plus another $70 delivery fee and wait another 6 months to get it because I “chose” a color that wasn’t their standard stock order. It’s a tan couch! I didn’t select a special or unique color. When I noted I was frustrated they took $20 off. What a slap in the face after spending over $4k on a couch that isn’t what I thought I was getting. The rep also argued with me that the measurements were for another corner option that I didn’t select and again it was my fault that it was wrong. Needless to say, I will never be ordering from this store or company again. Such a disappointment. If I could give zero...

We stopped by the Winston-Salem La-Z-Boy store to window shop for a new rocker recliner to possibly replace a 15 plus year old L-Z-Boy rocker recliner, perhaps around the upcoming holidays. We initially met with Patrick for at least an hour discussing and checking out options we might consider. We returned a couple days later and met with Patrick again for another hour or so as our level of interest started to grow. A few days later we had an item to return at an electronics store about a block away from the La-Z-Boy store so we stopped in again. This time it happened to be Patrick’s day off so we met with Johnand asked him about some additional furniture pieces besides the rocker recliner we were originally thinking about. John showed us several items and options that again peaked our interest in some additional furniture. After a few days of discussion and prayers, (as professed Christians and people of faith), we returned again to the La-Z-Boy store and met with both Patrick and John for another hour or so and decided to purchase the replacement rocker recliner as well as two additional chairs, a couch and an end table. We have been very happy with our total experience with everyone at La-Z-Boy. Both Patrick and John were consummate professionals happy to take whatever time that was asked of them as well as answer all our questions to our satisfaction. I cannot speak highly enough of both of them or thank enough for all their help. I give my highest recommendation for the Winston-Salem La-Z-Boy store and their entire staff to anyone who is in the market for quality furniture items backed by a long standing top notch...