Let me say first that our experience should not be used against all of the Lazboy stores, since I know a few people who have had a wonderful experience with the store they went to. We decided to visit Lazboy because we were given such high recommendations for the quality of their furniture.
OK, so the store is amazing! Even I can't deny that. Many of their room set-ups are well put together, making the shopping experience quite pleasant. It also helps that their products are such beautiful pieces and very well made. Heck even the sales associate we worked with was great to talk to and worked well with us to get us the couches we desired.
Before I explain our experience, I wanted to share two things you should know about all the Lazboy Furniture stores:
1. If your furniture piece is not in stock, the item will have to be custom made which can take weeks.
2. They have a 48 hour return/refund policy.
Here is where the breakdown of the relationship occurred. We ordered our furniture the first week of March. When we ordered the pieces we were told that they were not in stock and would take 6 - 8 weeks for delivery which would have given us our furniture at the end of May. This timeline was PERFECT! We would still have a month before the first house party that we were going to hold.
As expected, the weeks had gone by. It was about the second to last week in May. So what is that, week 7? The hubs and I haven't heard a peep from our sales associate on the status of our furniture, so we decided to check in. That is when we found out there was going to be a delay in the delivery of our couches. When we question this, the first thing they said was that they called us about the delay. I have been waiting for this call, so I double checked my messages (since I was about 2 days behind). OK, yes she called BUT it was two days before we called for the status of the couches. So who cares that you called two days before we checked in. That seemed to be a bit of a problem since that should have been one of the delivery weeks. Someone obviously dropped the ball here. But that isn't the worst of it.
When we got more details on what is going on, they finally tell us that our furniture won't be delivered until mid JULY. Did you get that? They said JULY! WTFreak are we going to do for couches since the party was June 25. This was totally unacceptable and we needed an answer. Their sales excuse, "the fabric didn't meet their QA standards" (Quality Assurance for all you non-geeky readers). OK, but our next question was, "Were they making the furniture the week of the delivery?" See, this is where their return/refund policy is just plain BS. I can see if you started making the furniture that soon then of course you can't get a refund but to find out on week 7 (with one week left for delivery) that the furniture was going to be delayed because of the fabric was just soooo frustrating.
So of course, the hubs was graciously handling this situation even though he wanted to tear them to pieces. The obvious next step was to get compensated for our troubles. Yet again, another hassle. J had to speak with multiple managers to get what we deserved. Their first initial offer was to remove the shipping cost of one of the couches. Um, NO that was not going to do at all. We were going to be couch-less for this party so we needed to buy "replacement" furniture for it. In the end, they offered us a loaner couch (same design we purchased) and a discount in the price. The hubs gladly accepted. So we had a couch for the party. Not the most ideal ending as we were missing the other half but it worked out.
Want to know the funny part of it all? We got the call yesterday that the couches are now ready for delivery. A whole 2 days after the party.
