La-Z-Boy Midland — Local services in Midland

Absolutely ATROCIOUS service. Went with family to find a sofa. Had an attentive sales rep, even found a piece we liked. Get ready to hand over payment before we're told the catch.

Although this is a floor piece, and it's a "red tag" final sale, ready to go out the door, we'd have to wait about 2 weeks before we could take it home because their "policy" is that they have to have a piece to replace any piece taken off the floor, no exceptions. Of course they have hundreds of pieces in store, but none of them could be moved around to fill the spot of that sofa.

So, our sales rep directs us to Cody, the store manager. Cody couldn't be bothered to give me or my family his attention because he'd "been on the phone for over two hours with a credit card company because the machine is broken," whatever that means. He was apparently on hold, because he never responded to anyone on the other line while we talked, but the call still seemed to take more priority over customers who are standing face to face with him. He barely acknowledged me before my dad came over. He was not willing to be flexible or work with us, but he was more than willing to take our money while he held the sofa until a floor replacement was ordered. All the while, we're expected to pay upfront for something to sit out and be used before we can get them to deliver it. There is no way a sane person would gladly hand over money for something that's already used and let it sit at the store to be more used for two more weeks before taking it home. In summation, this policy means that absolutely no piece of furniture in this store can be taken home same-day, possibly even same-week, since there is no warehouse nearby. If a piece is available as a floor model, and each floor model needs a floor replacement before it can be delivered, a customer must wait for the replacement before the piece they purchased can be delivered. Also, if a piece is not available or wanted as a floor model, then it must be ordered, which means more wait time.

Cannot say enough about how utterly ridiculous this policy is. Called corporate customer service and was told multiple people have complained about the same issue. Then was told that the store is an independent franchise, and was transferred to a different number, but was, of course, sent to voicemail. Left a message for "Valerie" and called 4 more times to try to speak with someone else. Never got through and have not received a callback.

Not only did the sales rep lose her commission, by the store lost a good sale (over $2000), as well as any future sales. There is no need or desire to do business with such a ridiculous store or with such rude management. I will never go back and I will be sure to let everyone I come across know.

My family and I walked right out the door and took our business to Bob Mills. We were more than happy with our purchase and with our...

I have never felt so cheated... Do not do business with Steve Hollowell or this store.

My wife and I were shopping for a chair to put in our Nursery. We're expecting a little girl in about 3 weeks now. Back in November we decided to go to La-Z Boy for a nice rocker. We found one we liked but did not want to pay an extra hundred bucks for the Guardian Fabric Treatment. But as a fellow reviewer so coincidentally noted, the salesman pitched the same scam... Ordering a chair without the Guardian Fabric Treatment will take over 24 weeks, but miraculously they had our chair (W. the GF Treatment) in stock in Dallas or Houston (One of the two) and promised it would be here in 2 weeks. So we bit the bullet and paid for the chair with the treatment, "IN STOCK". Long and behold, 3 weeks later I call to follow up on my order. Store Manager advises me the chair is not due to arrive until MARCH and that there was NEVER a stock (at that time of purchase) in some other store/warehouse...

1- I blame Management. Reading the reviews this isn't the first time it has happened and from different sales people; that means it's a condoned and trained tactic. POOR Management is the only reason they would promote or allow this kind of conniving sales tactic. I've purchased many a vehicles, furniture, etc.. and NEVER have I ever been lied to and intentionally deceived in such a way.

2- I blame Steve Hollowell to have engaged in this poor sales tactic and pray on customers and expecting parents - knowingly took advantage of our concern in lead time.

I will never, ever, recommend this place. I have lost 3 weeks of waiting, that could've went to an HONEST salesperson and a HONEST furniture establishment for our Nursery. Cant put into words our disappointment...

Still waiting...

If I could give this place 0 stars I would. We ordered two recliners back in the end of January beginning of February. Received the recliners in May. Great. Well two weeks in the recliners headrest stops working. They come pick it up timely manner fine. It has now been three to four months they have had the recliner with no updates. At this point they have had the chair longer than us…AND WE ARE PAYING FOR IT. We have to be the one to call and we get Porscha(however you spell her name) she is apparently the only person to talk to in West Texas to get an update on our chair. First one is ohh our technician quit. Ok well isn’t that a time to call your customer and say hey our tech is no longer with us it’s going to be a bit longer. Now here we are in September calling for an update on the chair and now we are finding out the wrong part was ordered and it’s going to take even longer. Again why are we not being told this?? The answer we get is well we can’t call on every small thing. Seems to me these are two big issues that you need to make your customers aware of to me. Ask what the ETA is on the new part and all we are getting is I don’t know and no idea. She proceeded to tell us that the tech only comes once a month? Uhhh might be nice to know!!!! Where else can we send it? There is no where else you can send it ma’am. And now we are getting it sent back but they won’t be able to send it till October 2nd?? What you only have one driver too?? I’m beyond pissed off and livid with this the customer service is the worst I’ve had to deal with. Yall definitely put the LAZY in...