LA-Z-BOY FURNITURE GALLERIES

Ordered a coffee table. Was told it would be in on Friday for me to pick up. I said I couldn't come until Monday or Tuesday of the next week. Called Tuesday to ensure it came in, before making a trip to store. Called during store hours, got voice mail and left a message with my question. No call back. Called again Wednesday during store hours, got voice mail, left another message with my question. No call back. Four days later finally get a voice mail on the weekend on my work number, when I had made it clear that I don't work on the weekend- my guess is to avoid talking to me. But the voice mail didn't answer the question as to whether it came in. I also e-mailed home office Friday saying I could not get a call back and 4 days later no answer from them either. Still don't now if it came in since nobody will answer the phone and nobody will call back with the answer, and I give up. If this is the kind of service provided when trying to get a piece, imagine the lack of service if there is a problem after getting the piece. They also were more expensive than ordering from an on-line store, which would have included home delivery, but I preferred to buy locally thinking if there was a problem it would be easier to get service. Follow-up: Did eventually hear from home office who told me stores are individually owned and operated but that they forwarded my e-mail to the manager of the Glenwood store- never heard from the manager, however.

unknown

Excellent. See above.

The salesman was really good and checked if product was in stock and negotiated for a good price. They have a huge selection and can also special order fabric types and models. I think their quality may have slipped a bit recently.

Eventually, on March 22nd, 2011 the couch was delivered and ndash; 4 months after we paid for it. As the delivery crew brought the corner section of the couch into the living room my wife noticed the tear in the leather. The delivery guy admitted to tearing it. We called customer service while they were still there and the representative told us that they would reorder the corner unit. The reorder was for a new corner unit. At no time did they say they were going to patch it up. We accepted all pieces except the corner unit which they immediately removed.On April 23rd, 2011 they delivered the and ldquo;replacementand rdquo; corner piece. The delivery guy even commented how well the NEW leather matched the leather of the rest of the pieces. We did not think that we were being tricked or deceived and did not consider looking at the place where the original piece had been damaged. In early May, when we were cleaning the house, we noticed that this was not in fact a replacement but rather a repair job that was done with a patch and colored marker. We immediately called Judy Hubb when we discovered the deception and asked for a refund and ndash; either for the whole couch or for the corner unit at the very least. She told us that since this was a custom order that they could not give a refund. We told her that she either needed to give us a refund or deliver the first quality piece of furniture that we paid forUltimately, on May 26th, 2011 we agreed to them providing us with a new corner unit so Judy told us that she would order it. We were given an estimated deliver date of 12-14 weeks from then and ndash; which would have been sometime around the end of August 2011. As of September 19th, 2011 it had been 18 weeks with NO follow up calls from them to us. Since we were getting nowhere with the Glenwood store we decided that we needed to contact the corporate headquarters in Michigan. We got no satisfaction from them.On October 20th, 2011 we decided our only recourse was to file a small claim since it was obvious we were being lied to and they were hoping we would just get over it or just go away and finally got a judgment against them and ndash; almost a year after they had taken our money.Also and ndash; beware of sectional couches from these people - During the sales process, we informed the salesman, that we had hardwood floors and asked him if there would be any issues with the sections separating. He said, and ldquo;No. The way they make the connections now, they have never had any problems.and rdquo; After delivery and setup, the sections regularly separated - almost every time anyone sat down on the couch or stood up from it so we contacted customer service to have a repair technician sent out to fix the problem. The repair tech, came out the next day and attempted to fix it but it could continue to separate. He told us that they should have never advised someone with a hardwood floor to buy a sectional couch as this problem is very common. The separation did in fact continue and after dealing with this for a few more weeks we finally had to go buy a rug to place the couch on to help alleviate the separation problems

After several days we noticed several things wrong with the love seat. The left arm had an unusual texture, it had plastic underneath the fabric. The right side back was distended, making it more uncomfortable to sit in. We called and asked if we could exchange it. We were told that it was the end of a line. We then asked if someone could get back to us regarding what else we could do. (Judy) We waited over a week and no call back. We then called again, and said we would still be interested in keeping the sofa if it could be readily fixed, otherwise we'd just return it for a refund. We again were told we'd get a call from a service tech. who'd be able to inspect the sofa in 3-4 weeks! We told them this was unacceptable, and finally several days later we had a quality control/service tech guy tell us the seat was defective. We have made countless calls, no one calls back, and we are in the process of now exchanging the seat with another, and it's MARCH! We'll update soon.

The sales staff was very patient and helpful, which is important since we are slow and methodical buyers. They explained how each of the many types of recliners differs. We spent about two hours over two visits selecting the fabrics, and they advised about color combinations. Delivery was prompt and courteous, with extra time taken to assist in putting felt pads on the feet.