This was the first time in about 35 years that I bought a La-Z-Boy product. Visiting the store, I was impressed with the selection and the store. The young lady I worked with was pleasant and helpful. I'd initially intended to merely look what they had but ended up purchasing much more chair than I'd imagined but there was a sale (as there often is) and delivery was free. I had some specifics I wanted so I ordered a custom chair. The day before expected delivery, the store called and said the chair arrived damaged and they'd have to repair it. I wasn't in a rush so that was OK although I was a bit annoyed that they couldn't move a chair from Arkansas to KC without damaging it.
The two young men who delivered it were very courteous and attentive. As I began to enjoy the chair, I proceeded to cut off the tags and noticed no swatch of the leather. A few days later I stopped by the store to get a swatch and the fellow who helped me was totally clueless. After looking up my sale on their system, he went back into a room and soon emerged with a few swatches, none of which being the color I ordered. He said, "This is the best we have." What good are swatches unlike what I need? Duh? He then said I should call the customer service 800 number, which I did. I was shocked to find out that they wanted $10 for the swatch! I even told the rep I'd already purchased the product and needed a swatch for decorating purposes. They insisted on the $10. I then called the store and spoke with the woman from whom I'd purchased the chair. She said she'd get with her manager and call me back. That's been well over a month ago.
This is the first time I've ever purchased an upholstered item and not been provided a swatch, and worse, have the audacity to want to charge $10 for one after spending the better part of $2,000 for a chair. And then not following through on the issue.
I, for one, will never again purchase a La-Z-Boy product. To be so petty over a a swatch and make it such an onerous process is ludicrous. One nice thing about furniture is that there are plenty of good brands out there. I don't need La-Z-Boy and nor do you, but they need us. They've obviously not learned that simple business principle.

Don't buy here go to Nebraska Furniture Mart - Don't fall for the 30% off sales here, still cheaper at NFM!