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November 2025 by Renee Sherburn
BEWARE!!! STAY AWAY FROM ROCKWALL LAZYBOY!! I wouldn’t have given 1 star but had to in order to give a review!!
I should have read the reviews before we purchased our 2 custom ordered couches. My husband and I have previously owned Lazyboy recliners that were purchased in Oklahoma about 15 years ago. They were great quality and the service was great. We moved to the Rockwall area 4 months ago and sold are furniture before moving. We went to the Rockwall Lazyboy store the first week of August to look at a couch we found on their website. We were told we would have to custom order are color as the couch they had in stock only came in one color. We were told by the salesman it would be 6-8 weeks no longer than 10. That seemed doable because are house that was being built was not expected to be done for another 4 weeks. They directed us to the store in Grapevine as they did not have this particular one at the Rockwall store. We actually ordered the couch at the Grapevine store but the salesman at Rockwall was the original salesman and provided us with all the information. We picked the color by a swatch and finished the order and was told again 6-8 weeks. I called 2 weeks after the order was placed to get a status as are house was 2 weeks out of being done. I WAS TOLD IT WOULD BE READY THE END OF NOVEMBER Or up to 20 weeks. This is where it all went downhill. I purchased it the first week of August and was told by the salesman no more than 10 weeks!! This was not what we were told. On a Saturday we called the Rockwall store and was told we could come in and look for something else and they would see what they could do for us. So we did. The manager told us to look around and the meantime he came back to us and said sorry I have bad news. I called corporate and we cannot exchange it or give you your money back and if we cancel are order, it will be a 50% restocking fee. Restock for what when it hasn’t even been started?! He was not budging and was rude and basically gave an attitude of oh well…. I told him I would call corporate and he said well you know we have attorneys and I would not do that. We ended up walking out. I looked up the Lazyboy corporate phone number on Monday and was told the Rockwall store was individually owned along with a few other Texas Lazyboy stores. So Corporate couldn’t even find my order or see it. So the manager in Rockwall when they told me they called corporate and said they could not help me or return it was a lie because they don’t have a corporate their individually owned and they can make decisions, but they just don’t want to help anybody once they get your money, and the restocking fee of 50% is what they do individually. Long story short avoid them at all cost because they’re rude and once they get your money you’re nobody to them. The customer service Is horrible. We did end up getting our furniture seven days ago ( And not happy with the material because it is definitely not what we picked out!!!!!) so two weeks earlier than what was told but this is most likely due to me, writing emails to the corporate and calling corporate and letting them know that individually stores are giving La-Z-Boy a bad name and that I would let my family and friends know the experience that we had and to avoid them at all cost. If the store would have been honest and upfront And told me it would be up to 20 weeks I would not have purchased it and went with something else. It’s sad the honesty and customer support has gone out the door. I will never be back to another lazy boy store due to this experience.
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November 2025 by Cheryl Stewart
As a small business owner myself, I am loathe to write a negative review, as I know the important of online reviews to a business. So things have to be pretty bad for me to do it. I will start by saying I have fibromyalgia, and as such comfortable seating is very important to me. Beyond that, seating that doesn’t cause pain is important to me. I have had my trusty ole Lazy Boy for about a decade, and it was good to me. But the time came when a new one was needed, so I went back to the local store with this trusted brand. In late September, after sitting in a bunch of chairs, I picked what I wanted. To get the color I wanted, we needed to custom order. My new chair arrived on Wednesday (2 days ago). To my surprise it did not feel anything like the floor model I had sat in and chosen. This chair not only wasn’t comfortable, it caused more pain. I called the local store to find out how to return/exchange it. I knew from the main (not local) website, custom orders had a 3 day window to return, and there could be a restock fee as high as 30%, which is excessive and unreasonable in itself. I found out that this store charges a 50% restock fee. For a new chair; a chair that is not like the one I picked and ordered. I was given no other options by the person I spoke with, so I asked to speak to someone higher. We are waiting for a call back at this time. Given other reviews I have now read, it doesn’t look hopeful this will be resolved. If it is, I will honor that and update this review. The mistake I made in this process, was not checking into up to date information on this brand, and this particular store. Given I have had Lazy Boy chairs for years, as have my husband and parents, it never crossed my mind looking into recent reviews was needed. I am writing this so other people do not make the same expensive mistake. I am saddened and shocked that this has happened. Our town businesses typically provide top of the line products and customer service; this local store has currently provided neither. You can do better than this Lazy Boy/Rockwall Lazy Boy.
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September 2025 by Paul
I don’t appreciate how the manager of Rockwall location treated my elderly parents. He lied about being able to deliver their couch and then he was going to charge a 50% restocking fee to cancel and they did not even have the couch. They had to pick it up themselves and had to get neighbors to help them get it into the house. You will NEVER get our business again.
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September 2025 by Laurie Walker
The customer service at this location does not exist. I ordered my furniture back in May, and have yet to receive all of it! I financed for 12 months, but they won't schedule a delivery until I finish paying. No biggie, going to close the account as quickly as I opened it! But it was not the agreement I had with the store. I've been calling the store with no one answering the phone for 2 days. This is by far the worst company I have ever had to deal with. You have to deal with the individual store. La Z Boy doesn't have a corporate customer service. I really thought La Z Boy was a brand you could count on, I sure was wrong about that. I hope anybody who has to deal with the store in Rockwall, Texas has better luck with them than I have! Still waiting......
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September 2025 by Verlin Rogers
Mario and Ivan are great ,they helped me get the mattress that I wanted .And they are great to just conversate with
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July 2025 by Jenee Linton
As a previous owner of La Z Boy, I know I can count on the products themselves, however, this store was not a place I would ever make a purchase.
I have been looking for the right set for quite some time now along with my husband, and we thought we had the perfect set. There was even a sale going on which made it even better. For some reason, the products I had picked out online were twice the price at the store. My husband, a financial advisor, watched as the salesman wrote all these numbers down that didn’t add up correctly. He kept asking what they meant and for some reason, we never got a real answer. The manager made no effort to help and just stood there like a statue. As prepared as we were to pay everything in full, we walked out because there was no way we were going to pay almost twice what we expected. I’ll get my set elsewhere.
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May 2025 by Judy R Overturf
Thanks for the reviews. Will be shopping elsewhere. I am not going to wait months for my item, and then when I finally do get it it falls apart. Furniture should last. My dad had a lazy boy recliner lasted over 20 years. Craftsmanship and quality has gone out the door....
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March 2025 by Lilliana Black
Nice sales people but prices are drastically different online???? Not sure what to make of that 🫥
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February 2025 by Trauma Workshop Reviews
Thanks for the warning on the reviews.
Ill shop elsewhere. Surprisingly, I thought lay z boy was high end
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January 2025 by John Oneill
Purchased a leather recliner and after 1 year the leather is discolored, I Purchased a 3 year extended warranty but it doesn't cover any leather so I just gave them free money!
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September 2024 by Marcus Stanski
So glad I stopped into see the reviews left by previous customers before I spent 10 g's on furniture today.
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August 2024 by Dan Hatton
Please avoid La Z Boy. If you place a custom order, what you will receive at your home will be nothing like what is in the store. You will be told that you have no recourse but to learn to tolerate what you purchase. There is no concept of customer service other than to take your order and deliver the merchandise quickly. I'm waiting to hear from the corporate office after being given the stiff arm by the store and the Dallas area customer service center.
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May 2024 by David Hamm
Got a great recliner.
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January 2024 by Darrin Thomas
Nice furniture. Sales staff are polite and respectful.
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January 2024 by Brant Wright
Absolutely terrible customer service and manager. They tell you what you need to hear to get the sale and then everything changes. Supposed to have a refund coming for delivery that was screwed up. Been waiting on that for 4 weeks and can’t get any update,Other than the checks in the mail and they can’t control the postal service. 4 weeks, really?!Have been leaving messages at customer care for a week now and no return phone calls.Finally have our order complete, but after this experience wish we had not purchased La Z Boy.We have been loyal La Z Boy customers for 15 plus years, but no more.After a bad experience at the Tyler store and now the Rockwall store we will no longer buy La Z BoyBUYERS BEWARECustomer service after the sale does not existSo disappointed
