Back in 2022, I purchased custom furniture from this location. I spent hours at the store, going through fabrics and talking to the salesman. I happily paid for my purchase after being told there were no refunds on custom orders. It took a couple of months, but I l got that furniture and it's everything that it should be. I would gladly purchase La-Z-Boy furniture again. I would not, however, from this location. Right after I made my payment, the salesman told me a little more about himself. Including the fact that he was a landlord in the city of Rochester and he did not allow his tenants to sit on the front porch because they would bring down the value of his house. He used the phrase "porch monkey". He then went on a rant about transgendered people looking for attention and always changing their mind and wanting to be their gender assigned to birth. After awkwardly, trying to disagree with him, while arranging delivery, I went home. I called the store a few days later and spoke to a manager. I relayed the racist and transphobic things we heard. I told her that I live in the neighborhood he spoke poorly about. I enjoy sitting on my front porch. I am also an ally. I was disgusted by what had been said to me. People with such hateful views do not deserve a platform to spread their beliefs. I was told that The salesman had been let go right after my purchase. I felt better. Hopefully no one else had to hear his rant. Until last week, when my parents told me they bought their new furniture from the same salesman. TL;DR Great furniture, racist, transphobic sales person, and management that would rather lie to customers than silence hateful speech. read more

Made a sizable order and began the long wait to received the product. The expected arrival date came and went. I patiently waited a couple more weeks and finally called the store. Turns out it was in their possession and no one bothered to call me to schedule delivery. They couldn't possibly manage to deliver for 9 more days. Received the delivery and one armchair was missing from the dining set. Turned out the chair arrived to their warehouse damaged and no one bothered to call us and let us know. They also did not bother to order another one in the weeks they had it before delivery. Now, we are waiting again. Wondering if they will bother to call when a new chair finally arrives. You better have the patience of Job if you're going to deal with these people. read more

BUYER BEWARE: You will have to order your furniture and you will be stuck with it whether you like it or not. We were shown a picture of a two seat reclining sofa expecting that would be what we were buying and we were delivered something different. It's actually a loveseat that is the most uncomfortable furniture we have ever owned. It has a lump in the middle, you could never sit three people and it's as hard as a rock! And our chair is sewn uneven (see pictures). Our Salesman Aldin showed us one thing and we were delivered another, now he is doing NOTHING to help us. The Store Manager Courtney expects us to pay a 30% restocking fee and buy more furniture that is equal in price, why would we take a chance after being treated like this. I wouldn't recommend buying ANYTHING from this store, which BTW is not a corporate store, it's a franchise so you do not have any company to stand behind the La Z Boy name. La Z Boy should be ashamed that people trust their name but they don't stand behind something with their name on it, absolutely disgusting that a company would allow customers to trust their name and do nothing to help. A HORRIBLE experience from a store that is only concerned about a sale, not a satisfied customer. Desperate people do desperate things, like lie and rip people off. They are obviously desperate for a sale and that is why they don't help a customer after the sale but rather hold your money hostage because again, they are desperate for a sale. Two thumbs down and not one good thing to say about LaZ Boy. read more

If I could give this review 0 stars, I would. I ordered a chair in December, only to have the chair delivered in the wrong fabric in February. Upon calling the store I was told that the chair had been ordered in the wrong fabric, but that I could keep the chair that was delivered and they would order the correct one. I still do not have the correct chair and no one can tell me when I may have it. I was told that this was my fault because I signed for the chair in the wrong fabric - like I am supposed to know the correct codes for fabric. The store manager was the one who put the order in incorrectly, he knows this (which is why they are willing to "work with me" to get the chair in the correct fabric). The people in this store are impossible to work with. I will never set foot in a Laz-y-Boy store again. If you are absolutely looking for this brand, go to a different store other than the one in Victor, NY. read more

I would not recommend ordering from here to anyone. I ordered my furniture on October 19, 2024. They promised that it would be no problem having this delivered before Christmas. My delivery is now scheduled for January 25th. There were no phone calls or apologizes for the delays. I will never buy another piece of La-Z-Boy furniture again. read more

I wish I had read the reviews before I purchased a couch and love seat from the Victor Store. First, we ordered in early June and were promised an Early August delivery. Now over 3 months of waiting we still have no furniture and a possible October delivery date. Spoke with the regional manager in person and he promised a solution but now avoids any attempt to contact him. The store manger is useless. I now see the negative reviews concerning quality issues in addition to the delivery issues compounding my frustration. Worst customer service ever read more

if you have an issue with a power reclining sofa that you've had less than 2 years don't expect the store manager to return your call. it won't happen. I have pieces of metal falling off this sofa. oh! I know the frame is covered by warranty but you still have to pay $160/hr for service and pay shipping on parts. who knew my furniture wouldn't last 2 years. the store manager in Rochester, NY does not care about customer satisfaction. just selling the furniture and don't let the door hit you as you leave. Yes, I'm frustrated and angry. read more

DO NOT BUY FROM HERE! I purchased love seat and recliner in July 2023. I was told the love seat could not be delivered night before it was scheduled to be delivered as was defective. I had to wait until October. Today, am delivered an arm for a piece of furniture. When I called, I was told the love seat was defective and a piece had to be ordered. I knew NOTHING about this. When I called the store, they read me several messages that some one by name of Deb wrote saying that I accepted the defective item as I wanted it for company coming to my home. This is a LIE! I know nothing about this and can prove from cell phone records she never called. DO NOT get caught in a scam to pay full price for a defective item without being told. read more

Quality is sorely missing. I bought the Edie Duo recliner sofa. It does not decline smoothly--bumpy and noisy. One time, it would not go back down at all! They have sent someone to look at it twice. The repair person brings no tools--he just looks underneath and takes pictures. He says the noise is from the material rubbing together--no it's not leather. I haven't been able to get a resolution in the last 3 months. I also bought chairs. The screw-in legs keep loosening and the chair material has wrinkles. I also bought pictures. There was a chip missing from one of the frames. I never found the chip in the box. The other picture has a BIG gap at one of the frame corners. I will never buy La-Z-Boy furniture again. There is no quality assurance. read more

This is for the Henrietta, NY store. Myself and my grandmother went to buy a recliner, great, was greeted at the door and the sales woman was very helpful. In addition to finding a recliner, my grandmother also found a matching leather sofa that was actually put on loan to someone else, however, the sales women checked with the store manager and came back to us and agreed to sell my grandmother the sofa and hold it for her at the store. Flash forward a couple months later (delivery was delayed due to covid, understandably), the sofa was the wrong color and looked completely different than what my grandmother picked out! The delivery guy told my grandmother to call the store and they would fix despite the fact they brought in and set it up. Well, my grandmother called and spoke with the store manger, who was initially very rude, condescending and made my grandmother feel as if it was her memory was failing...not so, because I was there, put the purchase on my credit card and assisted her with making the decision. My grandmother said the woman apologized later and made it seem that the sales woman couldn't make a mistake! Today, my grandmother received her CUSTOM leather recliner and guess what? It's the wrong color! I would recommend if you buy anything from this store TAKE A PICTURE OF EVERYTHING to document what you bought. They will argue with you every step of the way. On a decent note, my grandmother said the lady apologized for her rude attitude, however wouldn't make the situation right...to save a headache and call the US consumer affairs department to file a complaint, she kept the items to and made it work. Beware or go somewhere else! read more

They used to be very reliable and dependable, now it's a very sad state. Delivered defective merchandise and it's been months and still not close to being resolved. They no longer stand by their products and offer only band aid "fixes" at their convenience read more

The quality has gone downhill. Purchased sofa and loveseat about 6 years ago and have had nothing but issues. For starters the warranty only covers parts but NOT labor. So a little over a year after purchasing it I called due to trouble with the leg rest but still had to pay $100 for a service call despite purchasing the warranty. I wish I had read the fine print and not trusted the sales rep. Have had ongoing issues with the other leg rest, it's hard to get it to latch when putting it down and then will sporadically come out. The cushions also flattened pretty quickly. Was so happy with my 1st la-z-boy sofa which is why I returned when it was time for a replacement but the quality is clearly not what it used to be. read more

First time here. I actually wanted a La Z Boy recliner. They have a very good selection of recliners. All kind of different sizes, feature, and styles. We were greeted right away which I like. Makes you know someone is there to help. I find when they don't do that, it takes forever to find someone. She showed me what I wanted to see. She say and took so my questions and inquiries of that in was interested in. They had a sale going on, so I found a chair that I liked and the price wasn't to bad. I did finance and got delivery. Little bummed with the delivery price , but that can ya do. Over all the buying aspect is very good! Now until I get my chair (6-8 week arrival) and see how the chair is! **UPDATE** My chair came sooner then expected. The delivery personal were completely professional and very courteous of my belongings. I am very happy with the chair and love sitting in it. read more

I'll add to the many dissatisfied customer reviews. Picked out some living room furniture and was told I'd get 35 percent off the ticketed price. Was also led to believe the furniture came with a 5 year protection warranty (never did he mention there was an additional charge for it), and that the fabric options were between $10-100 for each piece. When the salesman "ran the numbers" a couple days later, the 35 percent was off a higher price, was told the fabric could be as much as $300 for each piece, and the warranty was close to $100 for each piece. He then said it was my misunderstanding, and finished by saying that La-z-Boy was an upscale store and insinuating that maybe a cheaper store would be a better fit. That's when I hung up on him. Sure wish I'd read the reviews here first... read more

This complaint is for the store in Henrietta NY. First & foremost their store manager Linda must be related to this "independently owned" store. She is the rudest, most unprofessional down right nasty talking person I have EVER dealt with! Once you seal the deal you're garbage to them. Our sales associate Pam refused to admit she could have made a mistake on the color of recliners. Mind you we bought 2 at the hefty price of 3100.00! Pam & I were going back & forth on colors & I have a brownish color furniture & got gray recliners! Due to the fact that they use a sub contractor for delivery I couldn't refuse delivery. I called the next day & arrived at the store the day after. The regional manager Tom was there & offered all kinds of assistance wanting me to "be happy". Once he walked away Pam told me she's NOT selling me another chair until my husband sits in one & personally approves it. The chairs didn't even seem like the one we sat in, in the showroom. When I showed Pam the chair online she stated that "oh you can't go by that" ! So is she telling me that their website is wrong? How do you look online if you can't trust their pictures?! We bought one of "their most popular" recliners (trouper) & the regional manager said they'd be easy to re sell. We've had thick blankets over them & one has not even been sat in. All tags are still on them & we've opened a case on the matter. I can't say I'm real impressed with that either. When you go to get out of the chair the bottom foot rest hits the floor so eventually the fabric will be damaged/ripping. They did have someone come to our home to check them out . He stated that that's how they are. The regional manager told me that maybe the springs need adjustment & it shouldn't happen! So confused with what is truth. I'm trusting the service person for sure! I've been asking for weeks now to have the regional manager Tom call me & have yet to receive a call. The store manager Linda told me I signed a contract & they're not going to do anything! She has the worst personality ever! How would she like to spend 3 grand & not be happy?! I was raised by a salesman so I know the game very well! Trust me when I tell you that once you purchase something you're done. Pam "doesn't make mistakes" & Linda could care less! I will NEVER BUY FROM LAZY BOY AGAIN! I will continue to warn people of the worst customer service & management at this Henrietta store. They get their money & like I said you're garbage to them! In my opinion their store manager should be demoted or fired. Her voice alone shows her lack of respect & care of the consumer. This store is the biggest joke I've EVER come across! Shame on all of you for NOT caring or contacting us. A name we've trusted in furniture is gone. I hope they're all happy for treating someone with nothing but aggravation & frustration after dumping 3100.00 their way. A tip for future consumers. The Henrietta & Victor NY stores are independently owned by the same people. If you want an actual lazy boy store go to Amherst NY. Personally I'd love to talk to the owners of this store but of course they won't give that information. If you're so sure you're right why wouldn't you?! Because Linda & Pam are out for the money only! They're awful! Buyer beware!!!! read more

Bought 2 recliners, great chairs, crappy salesman. Promised delivery, 1 of 2 chairs shows up, other to be delivered 1 week later, no apology. 1 week later told 1 more week, we dont deliver new years. Salesman told me warranty was 79.99 , when I got home looked at paperwork warranty was 99.99, called back, salesman says oh, I gave you wrong price but we did discount second recliner? WTF, if you want to deal with, "used car salesman", be lied to by manager about delivery dates, buy from lazyboy henrietta. If not, other stores sell the same product!! read more

I usually do not write reviews on anything, however, BUYER BE WARNED at La-Z-Boy. The sales people are right there for you and very accommodating, HOWEVER, if you have an issue you are on YOUR OWN. They pass you off to their warranty people and that is it. You call the store and they say they will call you, they leave you hanging. They won't deal with you after they get your sale. We bought $2600 couch and loveseat. The arm on the couch is not stuffed enough and you can can feel wood where there should be stuffing. Their rep came out and said it is built to speck. And I quote "it's built to specifications, what is your problem?" This arm WILL wear through, they say it is made to specifications and that is it. Their customer service is TERRIBLE. There are other options out there. You should consider all before purchasing from La-Z-Boy read more

A nice selection, helpful salespeople,and management that cares about customer service can all be found here . Our new furniture came in the time frame that was promised and was delivered by courteous delivery people. So far so good. read more

We bought a recliner at La-Z-Boy and we are very disappointed with the quality of the recliner. When we got the chair home we realized the fabric was loose and wrinkled. We called them the next day and they told us we could return or exchange the chair. A technician came out the following week and said this was a entry level chair and could not be fixed or returned. Next time we buy a chair we will go to Big Lots. Thanks for everything. read more