La-Z-Boy Home Furnishings & Décor - Corte Madera, California

Cian R.

Chair under warranty - 9 WEEKS LATER, STILL NOT FIXED

My grandmother paid $2300 for a chair with a 3 year warranty. She had lightly used it until a few months ago, when she fell and was unable to get into bed. She was referred to hospice and it was thought she only have a few weeks to live. Happily, she has surprised us all. Then her chair broke 9 weeks ago (week 1) and it is still not fixed.

The service department took 2 weeks to inspect (week 3), and then tried to charge us for labor even though the warranty is still active. Then they didn't order the parts until we called back a week later (week 4) to complain we hadn't received them.

The parts took a week to arrive (week 5), and when they did it turned out they didn't order the one part we needed. The linear actuator is more expensive than the other parts, so they didn't order it even though it was broken. Needless to say, once the new parts were in (week 7), the chair still wasn't working. So I went to the store in person (week 8) to complain and return the warranty parts (they threatened us with a bill if they weren't returned).

At the store they said they had never heard of returning warranty parts, and didn't know what to do with them. Further, they didn't know how to order the part I needed and said they would email their parts supplier. They said they would resolve the parts issue, send a linear actuator, and contact me when they did.

Never got their call, so a week later (week 9) I called their parts supplier... who said they never received and order, email, etc. And no part was on the way. They too could not order the part using a part number, and spent the first 20 minutes of the phone call telling me off for not returning the parts to the store (which I explained as gently as possible) and accusing me of not being my grandmother (if I bought it from her, the warranty is void).

The parts have now, supposedly, been ordered. I think I'll call them in a few days to be sure. Assuming the part would be delivered next week (week 10), I told them I would install it myself instead of waiting two more weeks for a service appointment (week 12). They cautioned me that this would void the warranty, to which I felt compelled to reply that this chair was likely to be my grandmother's deathbed, and considering the current state of the chair 9 weeks after requesting to have it fixed or replaced under warranty, I was not overly concerned with voiding it.

Anne G.

The Corte Madera store has been truly wonderful. Friendly , accommodating and professional. They have a vested interest in your satisfaction as a customer. Ann Marie at the corporate office is my new bestie. Thank you!

Joanne M.

Yasmin Khan is the most helpful and competent sales person whom I have ever encountered. She listened to my list of requirements and the perfect chair. I am so very happy with my purchase. Your store is very fortunate to have Yasmin working there.

Allison G.

What a surprise! I had come recently and wasn’t thrilled with my experience. I put off buying furniture as long as I could but I gave them another shot and I sure am glad I did. The store looked great, there were so many piece I liked that I was happy to have help from Jill. She answered all of my questions and boy were there a lot (thank you for your patience). But I am thrilled to say I love my new furniture and might even redo my dining room next! As long as Jill is there I’ll be coming back and referring people to her and this location. A+++

nina S.

I had THE BEST shopping experience here today. My associate was Zora, and she took every detail of my needs in mind and I am thrilled about the recliner I ordered. If you are going to shop there, ask for Zora. She exemplifies customer service.

Carol F.

We found a loveseat we wanted. They said most likely it would take 8 months to receive it, because there's a delay on shipping the motors (for reclining operations). They said they would check on timeline for delivery, so we could take advantage of Black Friday Sale. They never called us back. Not a problem since we found something even better elsewhere, that had their's in stock.

Peter R.

Yesterday, I dropped into this store to try and solve a small issue I had with my La-Z-Boy chair (which I love, BTW). I found Shannon, who immediately addressed my concerns in a can-do, positive, and first-class manner. I try to only write positive reviews and love "catching people doing things right". Yesterday, Shannon caught me because she did everything right! Kudos!

Kim

Extremely helpful and patient employees!

However during delivery there was a lot of errors with the shipping.