Lacks Furniture — Local services in McAllen

Everything was great up to Payment. The Salesman was excellent! Hector was amazing, not pushy, helped exactly with what we were looking for and did an exceptional job. I would love to hire him as a salesman. Even helped with a little discount. We were promised 3 day delivery. Then 1 week turned in to 2, and 2 weeks turned in to over 4 weeks. It took over 4 weeks to get a day bed and a mattress.

I usually don’t write bad reviews, because we all have our down times, but the delivery scheduler was utterly rude and condescending. She called in on Saturday, stating that Saturday was the only day for delivery and that the delivery driver would arrive between 3-6pm. They arrived at 7pm and took over an hour. I had a family event from 5-9pm at that time, which I explained, if they could put me on the schedule earlier.

Keep in mind, 3 days before delivery I requested to be be accommodated. Which they said they would try. When Saturday rolled around the delivery scheduler basically told me I was more than welcome to wait another 30 days for delivery if I did not accede to their delivery times and that I didn’t need to be home if it was not to my convenience, “we just don’t have to deliver and you can just wait for when we have time”.

After waiting over 1 month, I skipped my family event and waited. Turns out the delivery drivers were over booked and over worked. Poor guys were given routes that usually don’t take. Poor scheduling is what they told me. They tried to do the best. I worked with them and they worked with me. Everything was delivered in satisfactory manner. I have my doubts I’ll ever buy again after this experience.

I hope someone from Lack’s read this, because management needs to get a wake up on how to train employees to give better service. Employees are only rude because of lack of training in conflict resolution. We’re all human and have the right to vent, but as business operators there needs to training to know your customer. Not all customers are rude and not all customers are right either, but learn to read them and everything will go better.

Customers need to be kept informed that if delivery has been delayed, give regular updates. Don’t leave customers in the dark. I kept calling for weeks and no one would answer the phone. When they finally did, it turns out they said the system was down and there was nothing they could do to fix it, that i just had to wait. Then after things got resolved, be a little more accommodating. Work with people and accommodate, don’t be rude about it. Anyhow, my two cents on experience.

Next time, I’ll ask for delivery first and then pay, lol! I know that’s not how it works, but that’s what it’ll probably take to get me back...

It is with regret that I must update my previous five star review. As someone who is business oriented myself, I am aware of the ongoing situations regarding inventory control. However, being in constant contact with your customers is key. Lacks “lacks” that crucial key. I ordered furniture in May, June, and once more in July. I have monthly budgets to adhere to hence the increments in ordering furnishings. At first it was reasonable that some items may be delayed. However, I always had to be the one to contact Lack’s instead of them contacting me with updates. My frustration finally became overwhelming so I visited the store in-person today and asked for a full refund and to speak to a manager, in which Mr. Garza approached me after being in his office with Homero (who is excellent at his duties) and the original saleswoman Janie. Instead of trying to solve the problem first or find out what was going on, he simply apologized and had in fact already worked on the refund documentation instead of trying to retain the sales. It is a sorry excuse to claim you can not sell furniture from your showroom when in-fact your Brownsville counterpart has done just that several times. I too deal with supply and demand and I have plenty of times sold units off of my showroom floor given the circumstances. You have a whole showroom of other furniture to sell from yet you want to continue selling out of stock items to other vulnerable customers knowing full well that there is no approximate delivery guarantee yet paint a pretty picture of a prompt delivery time frame when taking our payments and are silent afterwards. Mind you, these furnishings are for a business and not for somebody’s decorative living room. Perhaps if I wrote a check for $20,000 for some bedroom set, the tune would have been different. Disappointment with Lacks is an understatement. As someone who manages a business that is 100 years old, I am appalled to receive this kind of treatment from another long established business. Clearly the customer service skills are only important to them when making the sales up until they swipe your payment and forget about you after that until you have to be the one to initiate contact with them. Mind you we paid for everything in full, never have...

Had I known what a nightmare it was to deal with this place, I never would have purchased anything from here. We went into the store in October of 2021, picked out pieces specifically because the salesperson told us they were in stock and ready to be delivered. They even had an ‘In Stock’ sticker on the pieces. Do the paperwork and they even give us a delivery date for November because one of the pieces had become out of stock. It was just going to be a month, so we thought that was fine. We never received updates about our delivery from the store themselves, we were always having to call and check up on it. We finally did get one of the pieces delivered, only to have it damaged upon delivery. We called and they said they would send us a new one when it became available. We waited months for them to give us a replacement and throughout this time the other two pieces we hadn’t gotten yet, kept getting pushed back with no one able to tell us when specifically we would be able to have them delivered. Almost 6 months later we finally decided to cancel our purchase with Lacks. We go in store and they gave us such a hard time when trying to cancel, and coincidentally our other pieces had ‘just come in’ and would be ready to get delivered within the week. It only took countless phone calls, months of waiting, and constantly getting the run around from these people. After we finally do cancel, they said they needed to pick up the only piece we had gotten in order for us to completely cancel and get our deposit back. Again, they never called to schedule a pickup date, we had to call MULTIPLE times and were always put on hold with them even telling us they had LOST the contract that said we had cancelled. 6 months later and we’re finally done dealing with this place. Just wanted to warn everyone of the possibility of this nightmare before spending your hard-earned money...