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August 2023 by Julie T.
We had to wait 9 months for our custom purchase order in March 2022. We also purchased the extended warranty. They never told us we were outside of the area where the techs come. On delivery the couch had huge flaws in the leather and the back was not straight. We requested it be taken back/ we were told we had to call customer service to have it fix. We did. They came and picked up the piece - leaving us with nothing to sit in for 90 days. Now a spring has popped out. I called and they said someone need to come pick it up for repair as the techs do not service our location. I asked that we have our warranty of $600 returned if they're was no point since it couldn't be serviced in out home. I was told we already used it the first time. She stated that the minute it was dropped at our house it was not they're coverage. It was under our warranty.All she said was that is how it is SOL. I'm furious. It's been only 5 months since we've had it and I've spent more time with this piece of crap.Don't even think about this company. Poor customer service after you spend 8K with them.
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June 2023 by Joanne Otremba
Omg!! Gary is truly the greatest!!So helpful and knowledgeable in Design
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May 2023 by Randy Foster
Sales person was nice, helpful - but the product has been a headache; just sent it for it's 3rd repair in less than 2 yrs. They are the simplest of repairs, but they still pick up the sofa and take it away for 2wks each time, rather than replacing the minor part in my home. NOT convenient for the customer. You pay more for the La-Z Boy name... I expect better quality and service than this.
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April 2023 by tabitha foster
I used to love their furniture. Unfortunately, this time their customer service has been absolutely terrible. I ordered my furniture (2 sofas, 4 chairs, 2 tables and 3 lamps) at the beginning of June 2022. I finally got a partial delivery in January 2023. I have tried to cancel the rest of it (the 2 tables—I can buy them anywhere), but they are unwilling to do that. One of the electric recliners stopped working completely in less than 3 weeks. No one responds to emails, and no one answers the phone. So frustrated that I will NEVER buy anything from them again. The recliner got stuck in a fully reclined position with a 79 year old guest at a Super Bowl party—super embarrassing and awkward for me and them (my husband had to lift them out of the chair physically). The chair is still stuck in that position, without a repair scheduled. Impossible to work with them!!Edit: After the response from the business owner to call customer service 1-800 number, I want to scream. As if my husband and I have not called that number multiple times, left messages, get reminded that they have 24-48 hrs for each response, and then they don’t do anything if we actually get to talk to them or they immediately refer us to someone else (that also has 24-48 hrs to respond). Such a d*** reply, do you really not think we have called that 1-800 number MULTIPLE times???Update: After over a 3 week wait with the recliner still stuck in a fully reclined position, a repairman showed up and repaired it in about 15 minutes. My only complaint with him was he called the day prior and gave us zero choice of the time slot he would utilize. Since I so wanted the chair fixed, schedules were rearranged to accommodate his time frame, and he did show up on time. It was a $20 switch that had gone bad. Hard to understand why a huge company can take this long and place so many obstacles to fix a small problem. No one cares at this company anymore.
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March 2023 by Andy K.
I ordered furniture a long time ago .Not get all furniture yet.Hard to get return call.Not like
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March 2023 by Scott F
Similar story to some of the other customers of this store. I ordered $20,000.00 worth of furniture 9 months ago - and I still do not have all of it. Trying to cancel the remainder and cannot get an answer.Only the designer will occasionally answer my emails, but never addresses cancelling the shipment of the remaining items.I had an electric motor go out (well, actually turned out to be the switch) and it takes the warranty dept. 1-2 days to return your calls! They admit this!Edit - March 14th - A week later, and no response from my email to customer service!
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January 2023 by Jace B.
i went into La-Z-Boy at their Allen Tx store today to buy a recliner. the sales rep was quite polite and friendly.. she helped me find the recliner i wanted to buy. Then came the sale. i was told i would have to pay $100.00 dollars for delivery and wait 2 weeks to have my recliner delivered. i offered to take the one out of the store and load it on my truck. they said they don't deliver out of their store, it has to come out of their warehouse. so i walked out and went 10 miles to Ivan Smith Furniture. picked out again a recliner i liked.. and they were able to schedule a delivery for this tuesday january 17th for roughly 15 dollars less than La-Z-Boy for delivery AND SET IT UP FOR ME, and take my old one and set it by the curb. My question is, why, La-Z-Boy, did you just let $1000 dollar sale walk out of your store today?
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October 2022 by Cassie A.
We are 2 years into our sofa/loveseat purchase. When we bought in Sept 2020, we got the fabric protection warranty. The salesmen told us to NEVER touch a stain, any and all stains would be covered, no cost to us. We put in a claim, denied. Called, denied. Had to pay $400 for our couches to be cleaned. Now we have a mechanical issue - the spring popped up on the loveseat and when we purchased he said they stand by their products. This is covered 5(?) years from purchase. Called to make a claim, $200 for pickup, $175/hr for labor. Doesn't sound free to me.... We were totally sold a false warranty and s*** couches that don't stand the test of time. Had I known we'd be hoodwinked, I would have stayed far away.
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September 2022 by Susan Jenkins
Ordered new a sofa and a chair from Glinda at this location in early April 2021. As of today, 3/7/22, we are still waiting. La-Z-Boy has provided NO updates unless prompted by us multiple times. I understand supply chain issues within reason, but I do not understand poor customer service by a business who fails to keep its customers updated on their order status. I will never do business with this company again and recommend you also take your business elsewhere.
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September 2022 by Joe Fockler
We stopped by the LaZBoy showroom in Allen on Saturday 9/10 and found the perfect Rocker Recliner and it turns out it was the last one in the DFW and had been sold a couple of days earlier. We worked with Jeff Sowards and he went above and beyond to find the last one in West Texas. Jeff worked to get this one transferred to Allen. We will have to wait a bit for it to arrive but it is the perfect rocker for us and matches our current furniture. A huge Thank You to Jeff.
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May 2022 by Linda C.
Great experience. Going back to buy another recliner. No pushy salesman. He helped us find the perfect recliner. It was delivered the next week
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March 2022 by Susan Harrell
Ordered new a sofa and a chair from Glinda at this location in early April 2021. As of today, 3/7/22, we are still waiting. La-Z-Boy has provided NO updates unless prompted by us multiple times. I understand supply chain issues within reason, but I do not understand poor customer service by a business who fails to keep its customers updated on their order status. I will never do business with this company again and recommend you also take your business elsewhere.
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March 2022 by Craig Grady
They have a sofa I liked. The $4500 price is out of my budget.
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February 2022 by Pat W.
Terri is the manager of the Allen, TX store. I signed a contract for a custom chair in February 2021. I have tried several times to get updates, always the same vague answer, and no date set. Contract delivery is 34-35 weeks; we are well passed. I am 74 years old. I finally decided 52 weeks ago, One Year ago, to spend, what is for me a small fortune on a well-known brand. I have called the manager, Terri, so many times, informing him I was tired of waiting. I want to cancel without penalty. He said he is not authorized to do. I called several times after, asking the same question. I want an actual delivery date, which he could not give. Last I told him, I was canceling the order, no penalty on my part. I have called leaving messages for several days. No call back, always with another customer. So not sure where the chair is. I had planned to ask what was in inventory for a quick delivery, not now.
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February 2022 by Hazel C
Mark was a super nice and helpful salesman. Didn't buy the chair this time but I hope to be back soon.
