La-Z-Boy Furniture Galleries

Lazboy Review of Oakville store
We were looking for family room and living room furniture and wanted a better quality than most retail stores, so we looked into Lazboy and were happy with their selection.
We bought our furniture (2 couches, 2 end tables, a coffee table, plus two recliner chairs) last April and were told our products would be delivered in September. This was not a problem as we were told of the delay and accepted these conditions. The experience at the store was very good, our salesperson was very accommodating and helped us with our purchase.
When we received the couches in September, there were numerous stains on them which contradicted the attached pre-delivery inspection checklist stating they were free from visible damage or defect. What we later learned is that Lazboy receives their furniture wrapped, unwraps it for inspection and then sends it to the customer without wrapping them again. So, your couches get delivered to you with stains and need to be cleaned. Imagine paying thousands of dollars for a new product only to have to get the dirt, oil, ink, marker and blood (yes, that is what the cleaner told us he found) scheduled to be cleaned.
Getting past that, we still had to wait for the recliner chairs. One was received in perfect condition, the other one was delivered with a large gouge through the wooden leg. We immediately contacted the Customer Care department. Lazboy said they do not replace the furniture by their policy and send repair technicians to site to repair vs replacing the damaged goods that were delivered. After waiting for 8 weeks, (the first replacement was totally off in colour so both sides of the chair would look different and waiting for another replacement leg to come in) when the technician did in fact come into fix it, the material on the side of the chair had a wave in the material to it due to the poor repair. We paid $1300 plus tax on a chair that came damaged, got repaired and left us unhappy with the outcome because of a Lazboy policy.
The customer service at Lazboy is a joke. There were a lot off sorry emails, explanations how tailoring variances occur and were offered $150 for our inconvenience which is a slap in the face considering the time spent to be home for all these repairs, phone calls and the emails going back and forth.
Lessons learned:
Lazboy will not replace a product if you receive it damaged. It is their policy to fix it and they will tell you it is acceptable and in accordance with their standards. Good luck if you do not find it to your standards.
Any furniture moved into your home is not wrapped. Pray you do not have a rainstorm happening when you have a delivery scheduled.
Expect your furniture to need a cleaning after receiving it.