La-Z-Boy Round Rock — Local services in Round Rock

Folks, it's sad that I feel like I need to share my latest experience as a 45 year lazy boy customer. My wife and I bought two matching new recliners. After about two days in our home, my wife told me her chair didn't feel right and was making a noise. So I got on the floor with a flashlight and looked while she rocked in it a little. I wasn't able to see or hear anythng. I told her they were new, give it a week or two for it to break in. Long story short, on the eighth day in our home, I walk into our living room and I see my wife tilting the chair forward to look at the bottom. And there lies two screws and a bunch of wood shavings on the carpet. As we are looking to see where thoes screews came from, a third screw falls to the floor. So in eight days, we have this $1100.00 chair that does not work at all. Can not sit in it at all. It's broke. We call Lazy Boy and they said warranty will cover it. Was informed they will send someone out to pick it up for repairs and it will take two to three weeks. I'm sorry folks, but something is really wrong with this picture. This is a manufacturing defect from the get go, therefor I personally believe that we should be given what we paid for, and that's a new recliner. I don't know anyone who would go out and spend $1100.00 for a refurbished recliner. But if this is how this issue is going to be resolved through warranty repairs, then I just paid $1100.00 for a refurbished recliner, not to mention the month we will be without a recliner. The recliner has been sitting in another room broke, waiting for pickup for a week already. Plus the two to three weeks for repairs, that's how I came up with a month without a chair. Anyhow, the more I thought about how this issue is being addressed with La-Z-Boy, the more agitated and frustrated I have become. So I called today to express my feelings on this matter to customer service and they are looking into possible replacement of merchandise as it should be. I paid big bucks for a new recliner, not a refurbished one. I was told and taught by my parents that you get what you pay for, and I have stood behind those words all my life. But I'm not so sure this statement holds the value that use to. Now days, everything is built to last a short time, throw it away and buy a new one. And I mean everything. We live in a messed up world. But I would expect a new recliner to last longer than eight days no matter what brand it was. Above is my complaint. But, as far as customer service while looking at a good selection of chairs, the personnel "staff" was more than helpful. I just hope they step up and do...

We had a house fire so we are replacing most of furniture. Consequently, I've had a lot of experience with furniture stores recently. This was the worst. Because we had a La-Z-Boy recliner before, therefore, we had to replace it with the same brand for insurance purposes.

Despite it being a slow day in the store, we had to search on our own. Once we made our selection, we had to flag down a sales person. We mentioned that we were buying the chair primarily for our son to rock him to sleep and he complained about kids being difficult. I don't think that was professional, but whatever. We didn't want to pay for delivery (every other store we went to, delivered for free), so we were told we could pick it up when it arrived in five days. Five days later, ON OUR WAY TO THE STORE, we got a call that our chair had been delayed and they would tell us when it got there. Fine, delays happen, but I would have appreciated knowing that before we planned our weekend around it, borrowed a truck, and got a babysitter.

A few days later, on a week day, I got a VM message saying the recliner had arrived and we needed to pick it up TODAY before 5pm. It was a week day so my husband was at work and I happened to be home, sick with a baby. I called back in a panic because there was no way I was going to be able to drop everything, get a sitter, borrow a truck (car seat doesn't fit in the truck), and pick up a chair with a fever, before pickup hours closed at 5pm. I'm also not really a big person, so the likelihood of my being able to pickup the chair by myself is... slim. I called back and spoke to the manager who really was a gem because I was really worked up by that message. She reassured me I didn't need to pick it up that day and we could get it on any of the pick-up days. Unfortunately, the next weekend pick-up day was three weeks away. I'll be the first to say, I understand that it's a nice chair, but it is not a multiple people take off a day from work to pick-up chair. Apparently they only have two days a well for pick-up and they rotate, but they aren't always weekends.

So we waited three weeks, called ahead to verify our chair was there and we could pick it up, arranged a truck and a babysitter, and picked up the chair. The man who works there pick-up center was fabulous and was the complete opposite of the man who sold us the chair.

The manager and the pick-up man are the only reason I didn't give this a 1 star.

Addendum: I have lowered my rating because they tacked on a pickup fee. They would've charged us a drop off fee if we had had it delivered a well. This...

Update- La-Z-Boy, in your response you say you'll do better which sounds lovely, except that's your response to everyone else complaining about your customer service so obviously you're not changing a thing. If you want to do better you could have someone from your store call me back with some information regarding my order. Since posting my review I have called and left a message for the manager, Lee, who has never returned my call. Not that I'm surprised.

I first attempted to buy a couch and loveseat from this store by visiting in-person and then calling to place my order after I took 2 fabric samples home. When I called to place my order, I asked for the salesman that helped us and they said they would have him call me- no response. I called again and requested him and again they said they would make sure he got the message and returned my call- again no response. So I drove to the store to return the fabric samples and the salesman was there and asked if I had decided to order and I told him I had tried twice and no one either gave him my messages or he didn't call me back and he just said "oh ok." No apology or offer to help. By this time I had decided if this was how they ran their store, I wasn't interested in buying. Now, we are expecting a baby and want a nice rocking recliner so we decided to try again. At the store we were promised our chair would be in on March 19th, and April 19th at the absolute latest. We brought up our concerns with shipping delays and how all the other furniture we've ordered during the pandemic has been delayed and they assured us ours would be on time because its made in America and we don't have to worry about shipping delays. We were assured it would be here on time and that our salesman would be in communication with us. So I've now called the store 5 times to try to get information about when our recliner will be in since it's a month past the date they said it would be delivered. All 5 times I've called- no one has called me back with any information. They keep saying they are emailing corporate and corporate hasn't responded. I even called and left 2 messages for the salesman and a week later when I called back, he told me he had gotten my message, but hadn't heard anything. He didn't bother to call and tell me the situation or that he had even received my messages. Customer service is obviously not a priority at this store. They don't keep their word and they do not provide any information about your order status. We should have learned...