La-Z-Boy York — Local services in York

It is unfortunate that I have to leave a poor review on the store. The sales experience was great and Barry did a great job. However, I must seek all avenues of resolution and warn consumers of the product (Trouper Couch), as well as the difficulty in seeking remedy with ComfortCare (who you will be calling if you have issues with your furniture).

I purchased a couch and loveseat (Trouper) from the York, PA store in May 2019. It was delivered June 2019. In November 2019 the entire arm of my loveseat fell off. I called ComfortCare and someone came out to take pictures and stated that we would receive the part in 4-6 weeks. After 6 weeks I called to follow up and was told the part was ordered but the upholstery was on back order. I continued to call every few days for an update until I received the part roughly 2.5 weeks later (9 weeks later). The part I received was missing the reclining handle/mechanism and the color was very off (grey couch, brown part). I called ComfortCare and they were unsure of where the issue occurred. I was told they would follow up with the factory to determine the issue. I had to call again today 2/5 to follow up on the loveseat arm and was told that the part was re-ordered but would take a few weeks. As of 2/4 I discovered that the recliner does not stay shut on my couch. I found that the spring mechanism that keeps tension on the loveseat slipped out of a plastic piece that is cracked. I spoke with ComfortCare about this issue today (2/5) as well. I am concerned that this part is defective and not equipped to handle the tension from the spring. I am also concerned that after not even one year of normal use the part has broken. It is bound to break on the other three recliners at some point. I believe the quality and integrity of the furniture is compromised and don't believe it is fair for me to keep them. It is not right that there have been two major issues with my furniture after not even a year of use.

I'm hoping that not all LazBoy furniture has such compromised quality. I wouldn't want someone else spending what I did ($3400) to be brushed off by ComfortCare if something goes wrong. Just a warning to proceed with caution when purchasing...

The opposite of customer service is what I have experienced. I am having rotator shoulder surgery and need to sleep sitting up. I wanted a recliner that I could operate post surgery. On May 16th, I went to look at my options. I was shown several options. I sat in a recliner and while testing it, it stopped working. I had to climb out of it while in the reclining position. I tried another and the controller did not function properly. It was a good price so I told them I would buy it if they had it fixed before delivery. This is where it all fell apart. First, I was told if I had it delivered broken, they could get it serviced quicker. This made no sense to me. They told me that the company " puts the priority on the customer". I said great. I will buy the chair now. I am the customer, so prioritize getting it fixed for delivery. The manager said he could make that work. Delivery was scheduled out 4 weeks to give time to fix it. Delivery day came and went with no chair no phone call. I called them the day after it was scheduled to be delivered. I was told that a part was ordered but they didn't have time to fix it. I was told it was scheduled for service on June 20th and that they would call and schedule after the service was completed that day. Again, no call after the 20th. I called in and was told the service tech didn't have my chair on his service order so he didn't have time to fix it. Today is July 3rd and still no update. My surgery is now just 4 weeks away. Good thing I didn't let them delivery it broken as they suggested. If I could rate my experience a zero I would have. It seems the only way to get service is to share your story just like this. I hope this expedites things. I will update this review accordingly.

Update as promised. After the initial post, I was called and chair was delivered in a week. All is functional as promised. The delivery team was courteous and efficient. The whole situation was not ideal but they resolved the issue in time for my surgery. I added 2 stars back. My advice to those needing something at a specific time would be to shop...

This review is for the purchase experience, will update upon reciept of delivery My wife and I went to La Z Boy with the intent of window shopping and price checking and wound up purchasing part of a living room set and will likely be back shortly for a dining set. The associate we dealt with mostly (Richard) was very knowledgable and extremely helpful. Had an answer to all our questions and gave us great suggestions on how to test the furniture and make our decision. He also took time to talk with us as people and not just walking wallets. In my experience, all of the furniture I have known to be from La Z Boy is high quality. Since I have made the purchase, everyone I have talked to has a chair or couch or love seat from La Z Boy that has lasted 15 years and still going strong. I have sat in some arm chairs that were nearly as old as I was at the time. Some tips, "you get what you pay for" - in most cases the price points are higher then other stores, but the quality is generally much better. Look under the table tops, under the seat skirts and in drawers before purchasing. In a lot of places you will see MDF or Particle board. Most of the furniture we looked at in La Z Boy were solid wood, even in the "hidden" parts. I also recommend getting a realistic price in mind before entering the store. If you are looking for a couch, two arm chairs, two end tables and a coffee table, you will not be able to spend less then 1000 dollars in ANY furniture store. Find a couple of stores/websites to price compare to see what a good price range is for the purchases you have in mind. Richard did his best to stay within or budget. He was upfront about all costs, as far as delivery, tax, protection plans and add ons. No price shock at check out. Mary, the manager, was also very nice and helpful. Overall, enjoyable experience and will recommend to family...