La-Z-Boy Frisco — Local services in Frisco

I am very disappointed with purchase and service for a lazy boy recliner I purchased in Sep 20. (Not my first purchase - I have purchased a sofa from the company years ago). I ordered a recliner with a custom fabric which understandably took 3 months to deliver to me in Dec 20. However, on delivery cushion stitching was not correct, very crooked, and this defect was very noticeable. Also one of the wooden arms had a flaw that was clearly not delivery related, but was a defect of manufacturing. The Frisco Texas manager was very nice, but deferred issues to customer service. It was on me to reach out to customer service, as they did not contact me as was initially indicated they would. All this comes under "warranty", but with these defects, I would say the problem was not a warranty problem but a defectively manufactured chair. I have experienced delays, non-responsiveness and a non-customer oriented attitude from the service rep. The reps response in every request I have made has been non-response or this is how we do it - live with it. It is 3 months after the issue was reported to the manager in Frisco store. I have lost all confidence in Lazy Boy customer service and have decided to live with the issues because I feel if they pick this chair up and repair it out of my house I am not confident the length of time it will take to return it or that I can reply on a quality on repair. I feel this should be handled as a replacement not a repair process which drags on for months. I will never purchase from Lazy Boy again.

Updating review May 2021. Store manager in Frisco TX did reach out to me and offered a satisfactory resolution. I attribute some of the issues above to the difficulty many businesses are having due to COVID disruption. This is a made in USA company at least up until now. Hope things get better soon but our economic recovery still has far to go. I do support companies that...

I purchased a $1,300 leather lazboy recliner two years ago, and could not be more disappointed with this purchase. In less than 2 years, the rising leg mechanism broke, a portion of the back of the chair came unglued inside, and now the finish on the "leather" is coming off.

Regarding the first two issues, upon taking it to lazboy, I ended up having to pay not only shipping charges for a part that I was told was already in the store, but for labor as well. And I was told by the person who actually repaired the chair that the foot mechanism was actually installed incorrectly and had too much tension on it, which caused them mechanical failure. That does not even consider the fact that the back of the chair itself was coming unglued inside. I am single, live alone and this chair was not abused in any way.

I also purchased an additional leather warranty that I was told verbally would cover ANY potential damage or failure to the finish, only to find out after filing a claim on the color of the leather coming off that this is NOT covered whatsoever under my five year additional warranty.

It is very clear that the quality of manufacturing of these products is inferior, and not only is it not worth the much higher price than competing products I was outright lied to by the sales people as to what I was purchasing.

I have rarely in life been more dissatisfied with a product. I would have been much better off buying a cheaper, $300 recliner and just replacing it every few years.

As far as I am concerned, the "lifetime warranty" and additional covering warranties are nothing more than a profit-generating scam.

I will never buy another lazboy product, and I would recommend highly that anybody considering a furniture purchase consider other...

Horrible Customer Service! I ordered furniture mid April, was told it would be a few weeks before delivery. I called the store in May for update, no update available. I called the store twice in early June to get an update, and was told they would contact me when an update was available. We FINALLY received a phone call from the store manager this past Sunday, June 23rd saying our furniture would be delivered Wednesday, June 26 and I would receive a phone call Monday with my delivery window. I didnt receive a phone call all day Monday so I called the store at 6:30 Monday evening to inquire, and was told the phone calls come out at night once the routes were made. Never got a call! Called the store yet again Tuesday morning....guess what? They couldn't find my order, so no delivery!! I would have to wait another one to 2 weeks for delivery! So, my furniture is paid in full and setting at a warehouse somewhere. Unacceptable on all levels! You would think that being a "high end" company, the service and communication would be on a higher standard. What makes me so upset over the whole ordeal is that all I've gotten is an "I'm sorry, I understand". I've been in Customer Service / Sales for a long time and this is not the way to do business! Update: I received a call on the 25th to let me know that after "pulling strings", I would get my furniture on the 26th. In fact, I did receive my furniture today! Would I purchase from this store again?...