I have personally been a La-Z~Boy customer for over 35 years and before that my parents were avid customers. Recently we have had a BIG problem with them. We have two leather recliners (leather on parts that touch body and vinyl on rear of chair). The leather is in great shape (6years old) the vinyl has completely deteriorated. We contacted the store and all they could say is that the vinyl is only under warranty for one year. This is crazy!!!! I told them of all the furniture that we have purchased from them over the years and they just said sorry they couldn't do anything about it. I'm going to at least turn a report in to the Better Business Bureau to make them aware of their bad business practices. I suggest all that have problems with this company to do the same read more

La-Z-Boy Furniture Galleries - The vinyl is deteriorated on this 6 year old La-Z-Boy chair - Furniture Stores Near Me - Grapevine, Texas

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This store has zero customer service. Lazy Boy Furniture is not what it use to be. Everyone at LB knows it. BUYER BEWARE Go anywhere but here! read more

We had an outstanding shopping experience, with salesman Steven Csolak assisting us. Very knowledgeable, patient. We bought two chairs back in late September. The delivery service guys were great also. Very much recommend. read more

I bought a loveseat last year and it needed a service call to repair two issues. It took about 4 months for them to come out to make the repair, and the repair guy broke a vintage piece that wasn't even near the chair. La-Z-Boy brags on their after the sell service but don't be suckered in by this, at least at this location. I spoke to two different Josh's and the second one said the first one didn't know what he was talking about when he promised he would help me. The second Josh offered me $200 for the damage, I found the exact vintage item available on line for $300, so $200 doesn't cover my loss. I asked his last name, he refused to give it to me. I asked for an email so I could send him pictures, he said they don't do that either. He was very rude and condescending in the process and refused to let me talk to the owners. So stupid Josh #2 traded my good will and a good review for $200. Bad move, very bad move! Oh, and La-Z-Boy is junk. They're done! I took the advice of another reviewer and reported it to the Better Business Bureau. Also, there is a whole Facebook page devoted to poor quality and bad service from La-Z-Boy: La-Z-Boy Lazy Boy Dissatisfied Customers read more

Beware of buying furniture from this over priced high pressure sales people that are like disgusting vultures preying on you for commission. Whatever you do do not buy their "Guardian" warranty... They find every excuse in the book to not cover warrantees that are definitely covered under the terms, I will never shop lazy boy again they are a rip off and their warranty has screwed me over twice. I have shopped two different stores, but the one off 820 is the worst. I wish I learned my lesson the first time from the one in Grapevine, but I fell prey to what looked like a great design but was a poor quality product. The guardian warranty is useless... Don't even consider that you were just throwing the money away you might as well go to WinStar and Gamble Here is a photo of one month after using those cheap so far that cost almost $5000, guardian told me that wear and tear does not apply to the warranty we purchased. Not only is lazy boy scam artist but so is their guardian rip off company read more

La-Z-Boy Furniture Galleries - This is their high-quality leather after about a month of use... That guardian rip off company would not cover... - Furniture Stores Near Me - Grapevine, Texas

after 5 months the remote on our lift chair doesn't work properly. called the store which told us to call the company. lazboy has a terrible phone system and after leaving 3 messages without any returns, one time a person answered which said to talk to the store. called the store which has terrible customer service. they said the could pick it up for $200 just to look at it and deliver it back for another$200 plus any repair cost. it has a 1 year mechanical warranty which seems useless. read more

Wednesday, 1/29/2024, I contacted Grapevine La-Z-Boy to tell them that for the second time in two months my chair was broken. The first time, they waited a week to pick it up and then was being serviced (warranty) for two weeks before I got it back. Now it is broken again. This is my second chair I have purchased from La-Z-Boy, this first lasted for years, this chair I have had 1 1/2 years. It's under a 5 year warranty. I spoke to a Josh and told him what was going on. I explained to him that I have a medical condition that calls for me to keep my legs elevated. The first time my chair was broken I ended up in the hospital due to not being able to keep my legs elevated through most of the day. My legs swelled up terribly. I tried to explain to Josh that I need the service expedited or at least refund the chair so that I can purchase a new one. Or for them to swap my chair out for a new one seeing as this chair seems to be a lemon. Josh showed no concern for what I was going through. He said there was nothing he could do to help me. I then contacted corporate and spoke to Nicole who was very sympathetic but explained that the Grapevine store was independently owned and therefore they have no control over the situation. She did offer to send the store manager, Valerie L. a message to call me. I too called the local store and also requested Valerie to call me. 24 hours later, I've heard nothing. I am a repeat customer and have spent thousands of dollars with La-Z-Boy. I don't understand why they can't work with me. At least to expedite their services. I don't think I will buy from them again. read more

Special ordered chairs & they look terrible. Said we can't return. Had I known how poor the workmanship & quality was going to be on special order I would have NOT gone that route . Take your business elsewhere, somewhere that still prides itself in quality over the $$...sad that La-Z-Boy doesn't represent that any longer read more

They have exactly what I want and were great about everything from looking at options in the showroom to delivery.

I ordered a dining room set on July 18th. I was told that it was in stock and should be into their local warehouse in 4 weeks with worst case scenario 6 weeks. We are now into week 10 and still no furniture. Can't get an estimate or any straight answers as to if it has left the east coast. When you contact the corporate office, they just tell you that they cannot do anything since this store is not a corporate store. The furniture seems really nice but if you can't get it, it's not really worth it. I call repeatedly and am assured I will get a call back, it's most likely on the next truck, and we have two trucks coming in next week so yours should be on it. Only once did I ever get a call back and that was to tell me that Alan would call me. Haven't heard from Alan. read more

The salesman refused to wear a mask. His reasoning was that he had already had Covid back in March. Ended up going to Haverty's where the staff wore masks. Asked for an explanation from the manager but he never returned my call. read more

Great product. Horrible customer service bought the chair before a major elbow surgery knowing I would need the chair with a remote and would need it after surgery. Hand surgery and was excited that I received the call for my deliver the next day. Two hours later received a call saying it would be two more weeks before delivery. This was not good then after speaking to the store this was changed to a week. Okay it's delivery day the crew came in and set up the chair and left. I go to sit in it and the back falls off. As I am laying on the floor just a week after surgery. I run out side and they are gone a call the store 45 min later the crew shows back up and fix's it. No apology from the store at all. I have had layzboys for over thirty years probably my last. read more

When a company acknowledges they've sent you defective furniture, but refuse to refund your money, that's not a company I would do business with again. read more

Had a problem with a wireless remote on a love seat. Called the store since I had no instruction booklet. The lady who answered was very positive and helpful. when the first suggestions did not solve the problem, she said I will go and look for additional information and call you back. She did and she solved my problem. It was her first day working there. The sale was not hers but she took ownership read more

I recommend the business only if you avoid the salesman named Robert. The manager Allen Harrell is wonderful. He corrected the situation and understood my complaints about Robert. Robert will ignore your messages and never return your calls once he has the deposit on your furniture. He isn't worthy if the commission. Ask for Allen. read more

Ordered a chair in September with a projected arrival date of February. Called in January to ask for status only to learn date is now early March. Called today and was told at least another 6 weeks. When I tried to get more information about status of chair production, ship date, etc. manager was very rude. Called Customer Service, on hold for an hour, no response. Tried to use online chat service but when the bot couldn't help, was redirected to an agent but I had to pay $1 before I could be connected. This is outrageous. I understand supply chain issues but there is no excuse for poor customer service. I ordered a different piece of furniture from Stacy's. Similar delays but they have been very kind and communicate with us. This is my second bad experience with LaZBoy Grapevine. Like other customers, lesson learned!! read more

Update: I spoke with a manager, Mike, and expressed my dissatisfaction regarding the customer service and he happily resolved the issues. Thank you! Customer service is unsatisfactory. I could say a lot more, but I'll just leave it at that. Won't be going back to that particular store anymore. read more

Ordered a couch and ottoman back in January. Was told it would take up to 6 months to receive. Fine, I understand delays due to covid. It is now 8 months later and we still have no furniture. Today they told me another 3-4 weeks which is what they told me last month. I have serious concerns that we will ever receive the furniture. And they don't allow cancellations so we are just stuck waiting. They continually say it is out of their control. Total cop out. read more

Horrible customer service. Ordered in January was told delivery would be in May. No updates unless you call them and then they say it 'might be late July early August'. No confidence that they even know. Do not order from this store or La-Z-Boy! Never again. Would give them negative stars if I could. read more

Purchased 2 leather Riley chairs. One arrived faulty. Unbalanced when reclined. Had service tech out to inspect. He attempted adjusting which did no good. Arranged pickup for repair. Received a call stating that parts were replaced and padding added to make level, and that I owed $125 before they would deliver. Two new chairs at over $5000, and I have to pay? Ridiculous! I'm escalating this to management to see if they'll do the right thing. Update. My sales lady got the CEO involved and they ate the fee. read more

Ordered a $3k wall recliner that took 4.5 months to get when we were told it would take 90 days. We understand the delay due to COVID but that is not my beef with this company and store. My beef is that they did not send a Wall Recliner which we ordered (that can be within 6" of the wall fully reclined) but a regular recliner. This was a very important purchase for us because my wife was going to have back surgery. When I talked to the store manager, he apologized for the mistake and acknowledged they made the mistake on the order ticket, and that they would have to re-order it and it would be another 4-6 months to delivery. Really?? Additionally, he said that they would need to come pick up the wrong recliner before re-ordering. Zero accommodations for their mistake, and we need to wait another 4-6 months to get the correct one? The manager didn't even return my call. In today's time, all other furniture company's would have let us keep the one delivered until they got the order correct. No willingness to reach a reasonable accommodation. This company is stuck in the 20th century and you need to think really hard before ordering through this dishonest company. read more

We were return customers who went to the store to buy a second LaZBoy recliner over Labor Day weekend. Our salesman, Justin, told us the store was running a sale of 25% off on all blue tags, and before we left the store, he offered to give us an extra 10% off for providing him with our contact information. We came back the next weekend to make good on his extra discount offer, and he was not working, but spoke with a salesman, Mike, who confirmed the 25% off sale on blue-tagged chairs. We retuned for a third time on Monday to see Justin to get the extra 10% discount, and he then informed us he was not able to honor the 10% off even though we had given him our information, as "the store did not run that promotion after all" and he insisted he only said he "might" be able to give us 10% off. Regardless, we decided to still pursue one of two recliners. The price on Recliner A's blue tag was $629.00, which after 25% off should have brought the price down to $471.75. Justin said he could offer the chair at a "sale" price of $499.88. I told him that was less than 25% off, and he said that chair was not included in the sale (even though he told us previously it was any blue-tagged chair). The tag price on Recliner B was $532.00. He came back with a "sale" price of $547.88! I asked him how the sale price could be MORE than the tag price, and he emphatically stated "sorry, that's the price." After almost walking out of the store, another saleswoman came over and told Justin and us that Recliner B was in fact on sale at $399, which is 25% off of the tag price, as she had just sold that model yesterday and that was the price it had rung up as. And that Recliner A was "always on special" at $449! She gave us some run-on about how she sets up the sales (or tags?), and even she finds the pricing confusing. I don't know where they get their prices from, but why don't they all know how much the chairs cost and what exactly is on sale? How could we get so many different prices on 2 recliners?! We eventually purchased a recliner, but I'm still not sure if that was some kind of bait-and-switch or pricing scam. I called to speak with a manager, and spoke with Shirley who informed us that they've had similar complaints regarding that particular salesman, Justin, and to please call and complain to the store manager, Mike, who would be in two days later. Likely the last time we purchase from this store. Would rather drive to another LaZBoy store than put up with questionable sales practices and poor customer service. read more

We paid $3,420.19 for two matching chairs. One electric and the other manual. Within 2 weeks after delivery we had serious issues with the electric one not working properly. We followed procedure, called it in and a few weeks later a tech came out. He says it was assembled incorrectly causing parts to break and the main metal rod to be bowed and cracked. Told us he they normally fix them in your home but this was so extensive that he would have to order parts and completely rebuild the chair at their shop but he couldnt take it with him. I called after a month, still waiting on parts. I complain to our sales rep, the store manager, and the corporate office, as well as warranty service. Since it was assembled wrong and is broken, I want a correctly assembled and inspected chair like I paid for. They will not replace it. They picked it up today and cant give us any idea how long before they can repair it. No one EVER calls back. We have been loyal customers for about 40 years! Do not waste your money on LA-Z-BOY because they are no longer the quality product they once stood for! BEWARE!!! read more

Pete, the store manager, was so kind and helpful! He helped my grandmother build exactly the living room furniture she wanted. He was patient with us picking fabrics and assisted us to get exactly what she wanted. He wasn't pushy at all, which can sometimes be an issue with sales associates. Laz-boy pretty much let's you build your furniture exactly how you want it which is awesome! He was honest and gave helpful opinions. My grandma was even signing the paperwork and commented she liked the pen and he gave it to her lol. Really recommend him and this store! read more

Texas buyers beware. I used to live in New York with no Lazy Boy issues. The stores in Texas are franchises and the corporate offices cannot help with issues. Something has changed, I have been buying Lazy Boy products for over 40 years and have been happy until my recent purchase last year. I purchased a electric leather reclining sofa for $2,700. The chair recliners with a touch of the button so there's no harsh pushing back and forth. Well, 1 year and 2 months after I bought it, both sides of the sofa that reclines had a plastic piece that broke off. My husband and I are 65 years old with no other people living in the house, we are very gentle with the furniture. When I called lazy boy's local customer service they said they would send the part (we had to pay shipping) but could not give us directions on how to install. The parts arrive, it is a complete section of the reclining mechanism. You have to be a furniture maker to install the new section, especially with directions. Since we were over the one year warranty, they said if we wanted them to fix it, it would be $150 to pick up the sofa (they do not repair in home) then $125/per hour. It will be around $500 to repair. Obviously, with both sides breaking shortly after one year, it is a defect. I called the corporate offices and they advise I called the store to see if they can help. No luck there, I was told the store doesn't handle that and they had customer service call me again. They told me there's nothing they can do. Pretty sad after spending over $15k this past year. Lazy boy, you should be ashamed of yourself, you need to look up what customer service means. read more

Two weeks later still no refund. I purchased something like $3500 worth of misc furniture and accessories from a location in grapevine tx. They told me six weeks till the product arrived and 4days tops for delivery. I asked if everything would be assembled. They assured me yes. So I paid for delivery fee. My items came in and they said they were two weeks out. I said what? They blamed it on Covid. I said look the items are made and delivered to your warehouse. Your inability to deliver isn't Covid a fault. So they refunded me my delivery fee. I drove 40 mins to go pick up my items. My barstools were in boxes. I asked if they were assembled. They said yes. I get home, guess what wasn't assembled? I made arrangements to go out of my way to drop them off and the sales person that met me was terrible. I said I'm done. Just issue my refund. I've called 3 times for the manager and texted four times to two different people. How do I get a refund???. I don't have the barstools or my money. Don't go here!!! Anywhere but here! read more

Ordered 2 new leather recliners and a coffee table in November of 2014. Received one leather chair and table after 2 months and my wife's chair has yet to come and it's middle of February. I could have built my own chair by now. Every time we call we get the same answer, " should be any day". Nothing like getting brushed off. My mom was in furniture sales for 20 years and she told me more than likely they screwed the order up and had to either rebuild the chair or simply forgot to put order through. If we weren't so far along I would have just cancelled the order altogether and went somewhere else. read more

You order and they put 2029 as delivery date. "We don't know when it's coming in". And they don't care if they update you or not. Sales training and building long term customers is not in their business plan. Pathetic business. I'll never go back. read more

Purchased a chair at the Grapevine location. I agreed to pick it up at the warehouse in Dallas to avoid the $100 delivery fee. When I went to the warehouse the day after purchase, they had a chair waiting in my name. It was the right chair, but the wrong color. The warehouse personnel were very polite and looked into getting the correct color chair. Unfortunately, the sales person had told me there was only one chair of this model at the warehouse. They brought a manager to the dock who tried to contact the sales person at the store. Since he was at lunch, I agreed to return to the store to discuss the matter with him. At the store, the sales person, Mike, apologized and mumbled something about the SKU. He offered to sell me the floor model (which was the color I wanted), and offered to have it delivered for free. However, the only discount which could be offered was 10%....not enough to compensate for the trip to Dallas, the inconvenience of potentially having to take off and wait all day for a delivery, or the cost of cleaning the "cooties" from various customers who have sat in that chair. He also offered to have a chair made, but that would take 8 weeks. No discount was offered to compensate for the delay. He offered "free" delivery, but heck, that's the least they could do....I told Mike that I had already donated the chair that my purchase was replacing, but there was nothing significant that he offered to make up for their error and my inconvenience. He gave me a refund and I went on my way. The happy ending to this story is that I found the exact chair, (in a better color), on Wayfair and it will be delivered to my door for free within 7 days. AND the price is $150 less than what La-Z-Boy offered! Thanks, La-Z-Boy! read more

Absolutely the worst quality furniture on the planet. Purchased our couch, chair in a half ottoman and recliner in late January 2015 delivered mid March. It is less than 5 months old and looks as if we have had it for years. It is literally falling apart. The cushions are sagging on all the pieces.I have never been more disappointed in a product in my life. If I could give zero stars that would be more like it. I am sick to my stomach seeing this expensive furniture looking like trash. Please please please save yourself some disappointment and run from this store. I am so sad and heartbroken over this purchase. read more

La-Z-Boy Furniture Galleries - Our furniture less than 5 months old. No kids at home only adults. Absolutely hate it! - Furniture Stores Near Me - Grapevine, Texas

Great service, fast and on-time delivery, awesome product. My family has lazboy chairs that are over 30 years old. And they works just as well as my brand new leather chair! Well worth the price. read more

LaZboy has always been a reliable company, until now. We bought a sofa (leather) that had an enourmous lead-time. Valerie, the all knowing one, said we'd had one service call. The tech, entranced by my Cowboy's collection, stopped on three (3) extra stopovers to add batting to our lumbar support. He COULD NOT fix the drooping where my seat goes. Last night, an infallible, unfailable part broke that was "unfortunatly" out of warranty. This was a poor design from the beginning, knowing the seats COULD NOT be interchanged. I'd have expected this from Rooms to Go, or another slipshod company. I'll try to reach Mr.Kurt Darrow (CEO) again this evening. Valerie is slippery at best, and my advice would to be to stay far far away from her. By the time they add up all the labor charges, we'd be better off sitting this leather monstrosity out for Tuesday trash pick up. I write for a major paper, and if I can get it past legal, I'm going to do an expose. LAzBoy SHOULDN'T be in business. The Wall Street Journal and Bloomberg are attempting to keep th BOD's from being contacted, sell your stock if inclined today...I sold mine. The gatekeepers are hell when it comes to his where-a-bouts, but I'll find him. What happened to LAzBoy?You are a publicly traded company. What went wrong. A $2,000+ couch is wat's wrong. Kenny Pirkle 214 478 3433 read more

The customer service at this place is absolutely terrible and for the prices they charge, you would think they would be at least a little customer service oriented. Their delivery process is insane. They expect you to be there when they tell you to rather than scheduling for a time that is convenient to you and your work schedule. I thought telling them that I could be there any time after 12:00, was pretty reasonable, but I guess not. In the end, they lost a sale because they weren't willing to schedule a delivery for a time when I could be home! Insane! I will NEVER return. read more

We were not happy when we learned the people who deliver the furniture to your home are not employees of Lazy Boy. They are contract. When we got the delivery call it was barely audible from the caller we tried to call back and make since of it and it went south from there. If you cannot leave a clear message with a return number that works you are NOT coming into our home. The next morning I called but management wasn't in. Spoke to an office associate who was very helpful. Had the sales rep call me and I cancelled the order. We were refunded our money. I found out calling around that all the stores have the same set up. We didnt want to chance having a complete stranger into our home to deliver furniture that they dont know and we certainly didnt know and were not OK with that policy. They should have told us that this was contracted delivery. Not a good business practice to do that and not tell customers. If they come into your house damage something or your furniture too bad so sad. You have no one to go to for where the buck stops on their delivery department. Their saving grace was the credited our card immediatly. read more

great product but the manager held our check for a week and ran it thru their credit/asset protection department because of the amount. The asset protection company calls and basically runs a credit check on you to ensure you have the funds to clear the purchase. The check cleared just fine but we didn't get our chair delivered timely because of their policy about holding the check. read more

I like the furniture that I got at this location. When it was delivered one of the throw pillows was missing. I have had to deal with the store manager, Shirley Fitzjarrald, she was also the sales person that I purchased the merchandise from. It has 5 months now and I still do not have the pillow. The store manager was very rude on the telephone and hung up on me while trying to resolve the issue. I had to call the corporate headquarters to try to resolve the issue. I am still waiting for delivery on the pillow. I do not recommend buying anything at this location. Their customer service is poor. Shirley should not be dealing with the public. read more

My mother purchased a chair and three months later the wing was coming off. I was told I needed to pay $80 for them to pick it up to bring to Dallas for repair work. They couldn't tell me how long it would take for repairs. My mother is 82 and she bought that chair because it was easy enough for her to get up and down from, therefor she couldn't be without it for more than a day or two. I left messages for the DFW repair company to call me and still haven't heard from them. I called the store and no one answered the store phone until the third try. The manager said he was going to email repair center to call me, still no contact from Lazy Boy. I first reached out to them 11/5. read more