Well the theme seems to be same with most of these reviews! The customer service is AWFUL and the management is the worst of all. If I could rate them a zero star I would. I would NOT even waste your time with them. My husband and I were in search of new living room furniture when we stopped in and Lynn (our sales person) was very helpful and patient with us. We weren't exactly sure we knew what we were looking for but she took her time and we never felt pushed. When we finally decided to order we asked her and the sales manager Josh if we change our mind what is the return policy? She and Josh both said it would be minimal if any bc we were going with very neutral colors. Josh the sales manager remind you even came out and said it would probably be no more than 10%. But if we kept the money in store there would probably be NO restocking/ return fee. After much discussions we went ahead and ordered the furniture knowing we could return for a minimal fee. Well 6 1/2 weeks went by and we started to think it wasn't going to work out for us anymore and wanted to look at our options. I called Lynn and informed her that we'd changed our mind and wanted to discuss what could be done. She was very understanding and set an apt up with their interior decorator the following day. Well I arrived for my appointment and to my surprise the interior decorator was no longer going to be able to see me. No call or anything to inform me of this. Again Lynn apologized and had her "wonderful" (insert sarcasm) sales manager Josh over to help me instead. Well that wasn't really what I came in for & having dealt with him briefly before I knew he wasn't the easiest to deal with. But since I was there and they assured me he could do the same things as the interior designer could, I agreed to meet with him and see what we could come up with. For the majority of the time spent with him, it was fine. And I found something that I really liked but I wanted to think about it and discuss it with my husband. It went downhill when I asked again what can we do with this order now that I know I don't want it. He said you can cancel (we haven't even received the furniture yet) it however you're going to have a 30% restocking fee. Unless I cancel it when I order the other furniture. But he still had to run this by the general manager (his father) 1st and show him my order was doubling in size. This is where I feel he slipped big time in his customer service. I had all intentions on keeping my money within the store but being told I would only get my full money back was too place my other order 1st. I then told him that he and his sales associate said it would be a minimal stocking fee bc it was a neutral color. He then gets very condescending and says I'm just telling you what our policy is. I then correct him and tell him that he and his sales associate should not tell customers it would a minimal fee because it was neutral. At this point I was getting very frustrated with him and his condescending communication and decided I was done dealing with him. I asked him to have his general manager call me the next day as I was not happy with his customer service. He then gets even more condescending and says "what you don't think I have good customer service, I just spent an hour and a half of my time with you." My response to him was, there's a reason your store only has a 2 1/2 star rating and from reading the other reviews I think your a big part of that reason! Sorry sweet heart, that's sales and if I'm looking at spending over $5,000 with you and your store your customer service better be a hell of a lot better than that! Bottom line we ate the 30% bc I'd be damn if I spent anymore money with that "family" business of theirs.
If you have your heart set on lazy boy, there are other retailers out there, so no need to settle for their crappy customer service. I went to slumberland and was able to order the exact sectional with better financing to boot.