La-Z-Boy The Woodlands — Local services in The Woodlands

We have been a La-Z-Boy customer for 8 years. We have purchased a reclining couch and 2 chairs from them. We came into The Woodlands location 2/13/2021 to purchase a new reclining couch because our previous one was getting some rips. Our sales rep Amy said that the current production time was 26 weeks and that we would get our couch by the first week of August at the latest. We understood and decided to move forward with it. We have company coming into town on July 1 and the rips on our couch have gotten bigger. I called to get an updated ETA and was told they didn't have any info but to keep checking back every couple of weeks. I called Friday May 28 to check in and they told me the order was "acknowledged" by the warehouse so it should be coming soon. I called back in on Monday to see if there was a possibility it would be here at the end of the month before our company comes, and the sales rep that looked up my order said my new ETA was Dec 9. I spoke with Donna, one of the managers and she was unhelpful and told me to call back to speak with Michael Fryman, the store manager. I just got off the phone with him and he was super rude, flat out told me he couldn't help me any further than what was on the computer, that he could not call to get an updated ETA, that he could not see where in the production process it was, that the Dec 9 date was the delivery date to them, not to me so it would probably be the beginning of January 2022 (Almost a year after purchase) and that if I wanted to cancel I would have to pay a 50% restocking fee, even though they haven't started making my couch yet!!!

I understand that the pandemic has caused delays in shipping and production times, but 11 months is pretty ridiculous and then telling the customer that it isn't their problem and that the contract says it can't guarantee anything and if they wanted to cancel they would have to pay $1500 to restock a couch that hasn't even been made yet is horrible.

I asked for the store owners information and Michael hung up on me. So if this situation does not get resolved La-Z-Boy will lose a customer for life, which is a legit statement considering that we only will...

I have bought twice from this Woodlands store. My latest was on 1/1/2025. I spent $7K on two pieces with 4 build in motorized recliners. Because they need electric power, I also ordered 2 back up batteries. Since Day 1, neither of those batteries have been functional and do not hold any charge. They merely act as a conduit for electric power. When I took those batteries to the store in hopes of replacing, they directed me to their service folks. This is where Laz Boy FAILS miserably. Their after sales services is atrocious. When I scheduled the tech to come to house, I was told he would have replacements with him if needed. The appointment was exactly from 1 month when i called. He showed up inspected and verified that both were malfunctioning. He took one back with him as he had to get his manager to look at etc. and told me I was to get a call back either the same or next day. It is now exactly 3 weeks and nothing from Laz Boy. When I called to check on the status, I was told they will get a hold of me when ready. Terrible after sales service. It is up to me to follow up and get status. I feel frustrated after spending $$ I could have spent somewhere else. It is too bad the furniture is nice but there service is pathetic. This was my last purchase from these jerks.

FOLLOW UP: Nearly 1 month after repeated attempts by me leaving voice mails etc. I get a call complaining that they have not been able to get a hold of me. I checked my phone log for the date they claimed etc. No missed calls or voice mails. And then they said that the technician who took one of the battery packs back claims that the other one works and only one needs to be replaced. When I tried telling them that, they said that "their hands were tied" and I was only getting one replacement. Alternative, call back customer service and ask for a service call, which I did and now given a date 3 weeks from now. My saga continues. ...

Our experience was stressful. It’s February 11, 2020, more than four months since we first began our custom order journey, with The Woodlands La Z Boy Gallery location, September 1, 2019.

We thought we ordered the Maverick recliner/rocker, but the salesman misunderstood & ordered the Joshua. I’ll admit we didn’t check his paperwork, closely, because I was more interested in checking the fabric number, stain resistant charge, etc. When the chair arrived, 8 wks later, we were both disappointed it wasn’t the correct style. After returning two times, they finally agreed to allow us to return the chair, & order a new one, for a $400+ restocking fee! We were beyond shocked. On the new order, the manager wrote across the top of each page, in red Sharpie, that there would be no refund; it was unnecessarily passive-agressive.

After 8 wks, my husband called to check the status, & he verified his correct cell number because we’d had many problems with them contacting my number & the wrong number even though my husband’s was on all the paperwork. Apparently, the chair had arrived ten days, earlier, & was in their warehouse. When questioned why they hadn’t let us know, they claimed to have called even though neither of us had a missed call or message. The salesman abruptly said we’d be notified when the recliner would be delivered & hung up on my husband. Yes, we got notifications it was scheduled for delivery ... on my phone, once again, while I was out of town! These people are not professional. My friend warned us she’d had a bad experience at this location, & she finally purchased from the 1960 location. We should...