La-Z-Boy Rockwall — Local services in Rockwall

I purchased a recliner to recover from surgery. It was delivered while I was still in surgery and my brother in-law almost refused the chair, but made notes on the delivery form instead. They send me a USED chair with worn fabric and divots from the head and butt of someone who had sat in it for a long period of time. It made strange noises and was just not structurally sound.

I come out of my day within 48 hours and call to speak to the store manager, Darryl, the guy who sold me the chair. I explain that I was sent a used chair and that something had to be wrong. He preceded to tell me tough luck, and that he could get me $100 and refund the delivery charge. So I would only be paying about $1000 for this used chair!

I explained that I was not interested in paying for a used chair, either they delivered a dew chair or picked this one up and refunded me my money.

After 7 calls with customer service, a couple calls to the store, and never getting a return call from Darryl after his initial put off I am at my wits end. I have been told numerous times my chair is going to be replaced, and Darryl has told customer service that he has been speaking to me and is working with me. All lies. So, fast forward to my current situation. I am 7 weeks post surgery, and starting to turn the corner. 3 am this morning i wake up as i land head first and then slam my shoulder into the ground. Yep, this pile of junk they sold me, that has supposed to have been replaced for the last 7 weeks broke and it fell all the way back. My feet in the air, head on the ground, and then i fell out.

Now I have to have a meeting with my surgeon, that may require another MRI. I call today and speak to customer service and I am told " I am so sorry for your experience sir, we can rush out a new chair and have it there for you by Thursday.... I said, Today is Friday. . . SO I am supposed to be stuck with a broken chair, I have told will be replaced for 7 weeks now... now I am injured because of this chair, and I get to wait a week... WHAT??!?!! NOPE!!

Pick this garbage up, right now! Refund me my money, and I will buy a chair elsewhere. Then I am assured that someone will be calling me back within the next few minutes to get this taken care of....

That was 7 hours ago... Guess who isn't surprised with this ?? DO NOT waste your money or time shopping here. They are some of the worst in...

DO NOT DO BUSINESS WITH THE LA-Z-BOY ROCKWALL LOCATION! YOU HAVE BEEN WARNED! Do not do business with Kevin Hudson. Walked in purchsed two Astor Rocker/Recliners. Kevin stated they were in stock at the factory and only need the swivel added to the base. Original deliver date was 3/15. March 15th came and went to call. Called Kevin, he informed me they had to be made and would not arrive until April15th. April 15th came and no call. Called Kevin and was told they would arrive on the 18th and they were on the truck. When the truck arrive he would call. April 20th called and he stated he did not know where the chairs were. I asked for a return call when he found them. May 6th called and was told they did not know where the chairs were. Called and spoke to Curtis looking for manager or owner. Tom is the manager and Curtis said he would have him call. Kevin called and said he would deliver the chairs on May 14th. I asked what time. No delivery time since he was not sure they would arrive. Asked to Tom, I have yet to hear from Tom or get a stright answer. Called the home office and spoke to Roxanne and Kelly. Both said they cannot help due to this being a franchise store. I asked for a franchise manager and they said they could not and did not know how to help me or send me to anyone who could. DO NOT DO BUSINESS WITH THE LA-Z-BOY...

Paid more than $3200 for two recliners 14 months ago. Also paid for the 5-year "warranty" that they force you to buy. We were told "it covers everything and it's the best thing ever." (Continued below)

One of the recliners started falling apart a couple months back. No rush, because we've got the 5-year "warranty!" Customer service tells me that doesn't cover manufacturing. THAT warranty is only a year. What?? James, my salesman, told me the warranty was 5-years and covered everything. Nope. Only covers scratches and tears. Does not cover manufacturing defects.

So then I go to the store; maybe the store manager will help me. I see James again. He says that he was told that 5-year warranty covers everything. So he was told wrong by someone. I finally get to see the store manager. Can he help? Nope, he refused to help. He told me "tough luck, you're out of warranty." He refused to give me his boss' name and kicked me out of the store.

So these folks lie to you, charge you extra for that lie, and then kick you out of the store when their product falls apart.

I don't see how they stay in business. They've lost a customer for life and I'll tell everyone I know now and in the future to stay away from Lazy Boy products. They are low-quality and the company doesn't stand...