ABSOLUTE WORST EXPERIENCE READ BEFORE SHOPPING A...

ABSOLUTE WORST EXPERIENCE READ BEFORE SHOPPING AT LA-Z-BOY After waiting 6+ weeks for nearly 10k of custom furniture (including extended warranty), I was not only delivered a broken & potentially dangerous sectional couch (electric recliner freezes mid recline and makes LOUD grinding noise & vibrates the couch/room), but the delivery team also significantly scratched my hardwood floors (see pics).. So I quickly called Customer Care about the issues (expecting nothing but the best considering the supposed top notch quality not to mention the top notch price), only to be told (by someone that clearly could not have cared less) that the first available repair was at least 3 weeks out, and that the drivers would need to come inspect the floors before discussing them any further

So I called the store, talked to my Sales Associate, and within 24hrs I was getting calls from no less than 5 different numbers from 3 different states including the Delivery Drivers calling me multiple times complaining they would have to pay for the damage to my floors, which I found particularly inappropriate.. I asked that we consolidate the conversation through the store manager Jenn who was now involved, but things only got worse Despite sending pics of my clearly damaged floors (see pics), and saying I would allow a Flooring Expert to come inspect the floors and quote/fix, she insisted that "someone from Lazboy must inspect the floors" first ( otherwise we consider that superficial ).. She was able to get the repair date bumped up significantly, and said this senior couch repair guy, who has flooring experience will 1. Inspect the couch to ensure no safety issue, 2. Fix the couch, and 3. Inspect my floor damage

Instead of sticking to this appointment, ONE day in advance of the scheduled date, I get a call from the Repair Team coordinator telling me this senior guy is not available that day and will come the next day Well I am not available that day, so I tell her very clearly keep the scheduled date, come fix the couch, we ll handle the floor damage separately but really please communicate this through the Jenn as requested (hoping maybe she would do something about it).

Jenn calls, asking that we reschedule to the next day. I tell her I am not available and want to proceed with repair as scheduled but no, they canceled the appointment. Jenn calls them back, calls me back, and tells me "Comfort Care is not comfortable coming to fix the couch" . No alternate repair date, no nothing I said I want to hear from a Market Manager that she keeps referencing as her Boss. She says I will, and I have not.

So at this point I have paid nearly 10k for broken/potentially dangerous furniture, I have significantly damaged floors (and am just about to list my house for sale great), spent over a week (countless hours) having to deal with some of the least professional customer service I have experienced in my life (was even told a certain date wasn't convenient for them because "I would have to schedule a babysitter that day"), have been told over & over how none of it is returnable/refundable.. and I have no appointment or solution to even start to address ANY of the issues.. Just hope I get a call from someone new to start again? No thank you.

Un-imaginable experience I had the highest of expectations considering lazboy s reputation & cost, but that could not be further from the truth

By the time you get your furniture they have long since laughed all the way to the bank and won t hesitate to string you along. Expecting you to accommodate their schedule and not appreciating what it takes to be available for these repairs and inspections, that should not even be necessary in the first place.

SPEND YOUR HARD EARNED MONEY SOMEWHERE ELSE