La-Z-Boy Home Furnishings & Décor - San Jose, California

Miller T.

I ordered a custom lift chair on November 29th where my wife and I specifically told Lidia that we wanted the mushroom colored fabric and showed her an example in the store with furniture in that color selection. Then she composed our order using the charcoal color code for the fabric color. The invoice doesn't specify what color is ordered, just a code. When we brought this to Brian's attention, the store manager where he never returned my calls, and 3 weeks later he said that we had owned the chair too long and couldn't return it. I mentioned that a service technician was called to identify the improper color and noises in the chair and that the chair was unrepairable! Brian hung up on me!

We also had a challenging time using the financial computer terminal for using a no interest same as cash delayed payment structure. We had to get the team to help us navigate through the process since the terminal is very hard to read and the keyboard does not properly work correctly. It took almost 45 minutes to complete the sales transaction for both processes. Afterwards Lidia said we had to put a 50% deposit down on the financing where we explained that we were financing the total cost of the chair.

When the delivery truck showed up on the third week in January we had them remove a couch that we purchased from LA Z Boy some 18 years earlier. Then they delivered the so called new chair in a plastic covering and hurried my wife to sign their delivery paperwork without looking at the chair delivered. She asked for a copy of the receipt for our records should any problems exist and the driver said there's no copy for us so she took a picture of it.

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We contacted the local regional sales manager, Delores Stephens, and she helped us through returning the chair back to the warehouse so they could see and verify the concerns that we were experiencing. Delores saw that the chair needed repair beyond the normal circumstances and stepped up and gave us a complete refund. That's outstanding customer service to listen and address our concerns promptly!

We ordered a different type of furniture that will suit our needs. We are told that the new chair will be delivered in late May. Unfortunately we had the prior furniture removed so now I'm sitting in a wheelchair that's very uncomfortable. An update is forthcoming.

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The new chair arrived on the 30th of April and looked excellent! I went through the motions of the chair and popping noises from the reclining mechanism could be heard as the chair traveled through various positions. I decided to use the chair for a few weeks and setup a service call if the noises continue.

And three weeks later the noises increased in intensity and more can be heard now. I called the manager at the store that I purchased it from and explained what I'm experiencing. She setup a service call for a technician to come out and repair it.

This chair is supposed to fit a person that's 6 foot 3 and taller where I'm 6 foot 2 inches tall and the foot rest hits my ankle about 6 inches above my foot. A properly sized chair should support my feet where someone poorly designed this chair and does not accommodate big and tall people. The adds seen on the TV have models that are under 5 feet 8 inches tall and why they fit into these chairs.

I believe when the company redesigned the reclining mechanism and changed the actuators they are using an inferior quality parts. I also own an identical chair that was manufactured about 15 years earlier and it doesn't have the problems with the lift mechanism. I'm attaching images of the original chair remote control where it doesn't allow individual movements of the leg and back where the new chair design does.

I'll post an update following the service call.

JR M.

*Updated 3.3.2020*
3rd time I have had issues with parts breaking on recliner chairs prematurely. Last visit, the store manager Erik replaced a $7 cable that had failed. Went in last week because the plastic casing on the control unit was coming apart after 18 months which should not be happening. Explained the situation to new staff who "Had to research it", called me and said for $160 we can get you a new unit. Its's a $20 part at most, but they choose to squeeze my 92 year old adopted mother still, even after she's purchased 3 chairs. On top of that, I've referred 9 other buyers who have purchased some 15 chairs in total, you'd think they'd have some compassion....new management team is not friendly, I'll report back to where Erik is working and send business over to him, forget Stevens Creek Store. Very very disappointed...give somebody $15,000 in referrals and ask for a $20 failed part and they turn their back on you.
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My 90 year old adopted mother's electric recliner chair broke, stopped in, explained the situation, mom sleeps in her chair and wouldn't sleep tonight without a functional electric recliner, store manager went out of his way to sell us a spare recliner off the showroom floor, paid for it, loaded it up, delivered and Mom is well.... Everybody is happy. Lazyboy Stevens Creek has a great selection of fairly priced, quality chairs and other furniture. This is my 3rd productive experience, will come back when needed... Great products, great service. *Update 10.5.18* Manager Erick again has gone out of his way to help us. I cannot say enough good things about their service and ability to cut through the traditional showroom floor salesmanship. Erick is direct, to the point, helping me out with a power lifting chair, our 3rd product from Lazboy Stevens Creek. Ask for Erick, you will not be disappointed.

Nishit S.

Best furniture gallery under one roof. Amazing place to visit once in santa clara County. Very good parking space too so lots of cars can fit inside. Be rest assured that you can just stick around this place for any home decor need or footnote need

CPS :.

Nice shopping experience and sales staff. The lady was particularly helpful and polite in helping with questions I had. Unfortunately I didn't buy at this location due to the price but the quality of service was 5 star. I ended up getting the same sofa from San Jose LazBoy for lower. I really love my new leather sofa!.

Prateek G.

After 1 month of usage side of back rest broke, they promised at time of buying repair will be done for any damage within a year of it, the customer care is unsatisfactory and its been nearly 2 months now and it is not fixed.

Pathetic product pathetic customer service

Marcia S.

They were very helpful and patient as I tested out many recliners and went back to the ones that were prospects and actually sat in them awhile to see how well they met my needs. I told my salesman John I was going to be there awhile trying out the chairs and he said no problem, take as long as you need, and I did. I found a rocker-recliner that fit my lower back, got up and down, walked around, sat again, rocked, reclined, walked around some more, sat and rocked some more, and finally said I was ready.

Jeanette P.

I am truly sorry to write this review. I am a loyal customer of Santa Clara Lazy Boy and although I have moved from the area, I wanted to continue to give them my business. Unfortunately, the customer service counter is abysmal. A few weeks ago, Saturday, I had a very nice interchange with a salesman on the floor who referred me to the customer service counter representative, Jamie. She was pleasant enough and wrote down my information: I had company coming in a few weeks and needed to order a new bladder insert for my sleeper sofa. The sofa is still in great shape ten years after purchase, so the product is stellar. Jamie promised that I would get a call the following Monday. I asked if she would leave a message if I did not pick up the call. She said she would. I never heard from Jamie. I called again this past weekend and Jamie said she needed to confirm the status of the order and she would call me on Monday (today). I did not hear from her, so I called the desk and spoke with Cynthia. I started to explain to Cynthia, but she said she had already heard about me and she would call me when they heard from customer service. I asked Cynthia if there was a number I could call or someone I could talk to about my experience and perhaps expedite the process. Cynthia took my comments personally and quickly grew impatient. Her tone was shocking. She could not give me a customer service feedback number, which is very odd for a brand name company. She said I could speak with the manager and I said that would be great. I was expecting to be transferred. She said he would "call me". I preferred to be transferred to his line to leave a message, but she hung up on me.

After over ten years of loyalty and repeat business, I am taking my business to the South San Francisco location and hope to have a better people experience. I hope for the sake of the future of Santa Clara store and the people that work there, the customer service reps receive training ASAP.

Mia J.

Worst customer service ever. Price not transparent. Apparently they elevated the price and then discounted so the discount looks larger than it really is.

We ordered a recliner a month go on a promotion event on the store. Before checking out, the lady Lydia who helped us, neither made it clear that it’s non-refundable nor let us know that it will take 2-3 months to ship. She said we only need to wait one to two weeks. Then today, a month since we placed the order, she changed her word and said the truth. But now if we want to cancel it, we will need to pay a 20% restocking fee.

Regarding the price, I doubled checked the price they marked on their store vs online, it’s very different. Make sure you compare the prices before purchasing.