La-Z-Boy Grapevine — Local services in Grapevine

Avoid the elderly salesman. We ordered a custom sectional. The salesman kept changing the details of the order. We couldn't keep up. We didn't notice that, at some point, he changed the model we picked out in the first place. We were also told we would be charged half now and half later. But when he came back with the receipt, we had been charged 100% of the cost up front.

Eight weeks go by and a sectional arrives. It's not the one we selected. The model that arrived was not safe for kids or dogs because there are large gaps in the reclining portion.

We contacted the store immediately but, because all of the order documents also had the wrong model, they didn't offer to take care of their mistake. I had to convince the sales manager to replace the sectional with the model that we originally selected. I was charged an additional $700 for restocking and had to wait an additional eight weeks for the new sectional to arrive.

When I called to check on my order, the elderly salesman answered and asked that I pay for the second half of the cost of the sectional even though I had already paid the full cost up front. I asked to talk to the sales manager who gave me a delivery date and did not ask for additional money.

The sectional did arrive. It was the correct model this time. But the overall experience makes me want to warn other customers. I do not think it is right that I had to pay an additional $700 because the salesman ordered the wrong model. If anything, I should have gotten a discount for the inconvenience. I think my order was mixed up with someone else's at some point in the ordering process, which would explain the different model and the change in the payment structure.

I would avoid this store altogether. But, if you go there, do not work with the elderly salesman. Triple check everything. Make sure that nothing in your order was changed without your knowledge. Take pictures of your selections.

Edit: I see that the owner responded. My order was incorrect. I was charged an additional $700 and had to wait several additional weeks to receive my sectional. But, in his mind, "the problem was resolved." He's satisfied with the service that his store provided. That's the same level of service he will be satisfied to provide to future customers. So, just keep that in mind before...

I would give ZERO stars if I could! This is the absolute worst furniture store I have ever purchased from. I purchased a sofa, chair & ottoman on 2/18/25. I never received a call that my order was in and ready for delivery. I made multiple phone calls to check the status of my order. At the time of purchase I had paid half & was going to pay the remaining half at the time the order was in. It was a special order, was told it would be 4-6 weeks to arrive. At 6 weeks I called to check the status and found out that the sofa & chair were in but not the ottoman. I paid the remaining balance of the chair and sofa. Was then told that I had to wait 4 business days before I could call back to schedule delivery. I called on the 4th day and then had to wait almost a week before the delivery could be scheduled. At this time, it was now 8 weeks since I purchased the furniture. On the day the furniture was scheduled to be delivered I received a text message to call to schedule delivery. I left 3 messages for the person who I scheduled delivery with to confirm delivery or if my ottoman was in. Never received a call back. I made multiple phone calls to the Grapevine store to determine if my ottoman had arrived, each time told that it had not arrived. I drove to Grapevine on 3/8/25 & was told that the ottoman had been at the warehouse. Would not tell me how long it had been there. When I scheduled delivery of the sofa & chair I was told I would have to pay for delivery or pick up the ottoman. The regional manager offered to have it delivered on Wednesday almost a week later. That did not work with my schedule and asked to pick it up. Was told I could pick up at another location on Monday. Yesterday I received a call stating the ottoman did not arrive from the warehouse. Today is 5/13/25, almost 3 months from the date and I was able to finally get the ottoman. Whatever you do, do NOT purchase anything from the...

This is a warning for you if your wanting to custom order furniture! Don’t Do It!! I realize we are living in a different time but it has been almost 11 months since I placed a custom order for furniture from this store. When I ordered the sales person told us at least 7 to 9 months. Well that’s come and gone and you can’t cancel! So if your wanting something sooner than later you better make sure they have it in stock or your looking at least a year for custom furniture. 😐 Finally received my custom order furniture. I would like to say what a big disappointment. I went to the store and sat in all the couches and we chose just the right one for comfort. Not sure what happened but the couch is so hard like cardboard and not comfortable at all! It’s like a different couch from the one we sat in at the store! If there was a difference then the sales person should have stated this when ordering. I was willing to pay for comfort! The pillows that came with the couch where over stuffed and with cheap Polly foam. I had to redo and put my own down inserts into the pillows. Now I am stuck with uncomfortable furniture. For the high price of this furniture I will never recommend Lazy Boy! Updating this review: 6/17/2022 I had to call for service. This is the second time I have called for repair. The first time it fell within the 90 days so no charge. Anything after that they charge 123 + tax to come out to fix your furniture or I could bring it in for free!! This is for the same problem I had the first time. I called for the springs in the back of couch and chair have come off. Update: 6/30/2022. Came out can’t they can’t repair at home have to pick up and take to shop. It’s another $75 for them to pick up the furniture to fix. I have now owned this furniture 5 months. Just another reason to look at other company’s...