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CB Furniture Stores La-Z-Boy
La-Z-Boy

La-Z-Boy review: Poor customer service

B
Author of the review
6:48 pm EST
Verified customer The reviewer confirmed their account using Google. Learn more
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This review was chosen algorithmically as the most valued customer feedback.

Purchased pinnacle gliding recliner on 11-28-25. The Grand Rapids, MI store called today and indicated it was in and ready to pick up. I went to the store at 5:30pm and one of the guys said, "there it is". Not wrapped, Not boxed. I told him that I needed to have the box it came in and the packing. He indicated that he didn't have it. Well, I am taking it home in truck with snow and ice. I need it boxed. Then he said i could go to Home Depot and buy a blanket or plastic.

I asked to speak to the manager and he indicated that he was not in. that I could call tomorrow. I asked what the managers name was and he refused to tell me, but said call tomorrow. We then walked into the showroom where two other individuals were. The original sales guy then handed my the business card of the manager. So he lied to me...
one of the individuals names was Will and he explained that we don't get a box for the chair. "But in the back room were 3 other chairs in boxes ready for customers." He said they requested a box. Did anyone ask me about a box and original packaging NO.

I asked the three of them if they had the number for corporate LazyBoy as I was going to make a call. They indicated "no we dont have a number for Corporate" ARE YOU KIDDING ME !

I then left without the chair and proceeded to my vehicle to google corporate LazyBoy which I found and gave them a call at 5:49pm. I spoke with "Maria" explained the situation and told me to call the store. I indicated that I was the customer and maybe she should make the call. She called and then came back to me and said they will try to get a box for me.

Still not happy for the response, I ask her to speak to her direct report, she put me on hold for 9 minutes then came back and said she would write the store an email indicating that i needed a box for the recliner. I asked if she would copy me on the email and she indicated it would be an internal email that she couldn't. So, I asked her to send me a confirmation that she did indeed send the memo to the store.

Recommendation: This store lacks customer service, Be aware they even charge you for delivery even though they dont deliver to your home. you pick up at store , but are charged $100. VERY POOR

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    One La-Z-Boy Dr., Monroe, Michigan, 48162-5138, United States
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La-Z-Boy Category
La-Z-Boy is ranked 225 among 315 companies in the Furniture Stores category
#223 Floyd Floyd #224 Montage Furniture Services Montage Furniture Services #225 La-Z-Boy La-Z-Boy #226 Lane Home Furniture Lane Home Furniture #227 Sofa City Sofa City

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