DO NOT visit this store if you value your self-respect…read more
My wife and I visited the La-Z-Boy showroom in Pleasant Hill intending to purchase a rocking recliner. She was pregnant, and we came in genuinely excited to find something comfortable for her during pregnancy and after delivery.
While I was trying a recliner, an associate walked by and made a sarcastic and humiliating remark implying that I was there simply to relax rather than make a purchase. The comment was completely unnecessary, disrespectful, and insulting. To make matters worse, we spent a significant amount of time in the showroom while associates helped other customers, yet no one made any effort to assist us until I approached them myself.
When my wife learned what had happened, she was deeply upset, and we left without purchasing anything. We walked into the store as serious buyers and walked out feeling judged, humiliated, and unwelcome.
The way the complaint was handled afterward was even worse.
I escalated the matter through the proper channels and contacted store management, regional leadership, customer support, and La-Z-Boy corporate executives. I received repeated statements that the complaint was being taken seriously and that someone would contact me. Those statements turned out to be empty promises.
Weeks passed without a single meaningful outreach, explanation, apology, or effort to resolve the matter. I had to keep following up just to receive another vague assurance, followed by more silence.
The store management failed to take ownership. Regional leadership failed to follow through. Corporate leadership ultimately distanced itself from the situation by pointing out that the showroom was independently operated--even though the store carries the La-Z-Boy name and exclusively sells La-Z-Boy products.
That excuse is unacceptable. A company cannot proudly place its name on a showroom when making sales and then pretend the treatment of customers inside that showroom is someone else's problem when a serious complaint is raised.
What happened in the store was insulting. The complete lack of accountability afterward was disgraceful.
Based on my experience, La-Z-Boy showed more interest in delaying, deflecting, and passing responsibility than in addressing how a customer was treated. Their response sent a very clear message: once they lose your business, they do not care how disrespected or unwelcome you were made to feel.
We entered this showroom with respect for the La-Z-Boy brand. We left without a recliner and without any respect for how this business treats customers or handles legitimate complaints.
Update: The business publicly responded on Yelp offering asking me for my contact details to investigate further. However, this incident had already been escalated through La-Z-Boy's executive leadership, the local store, and the regional president over several weeks before I posted this review. They already had my name, email, the date of the incident, and the complete history of my complaint. Despite repeated assurances that someone would contact me, no meaningful follow-up or resolution ever occurred. That is why I ultimately felt it was necessary to share my experience publicly.
