La-Z-Boy Waco — Local services in Waco

Buyer beware, get detailed information regarding pick-up and delivery policies before you pay and sign on the dotted line.

First the positive: We purchased 2 recliners from the Waco store in December. The salesman was very knowledgeable and helpful and informed us, per corporate policy, we must sit in the recliner and check it’s function prior to loading and leaving the store(more on this later). The recliner on the floor was carefully wrapped up for us to take that day and the second had to be ordered and shipped to the Waco store. We were told we could come to the store to pick up the second recliner when it arrived in a few weeks. Following the purchase process, I assisted store personnel in loading the recliner into the back seat of my truck. Now for the BAD: We were contacted by store personnel a couple of weeks after our purchase and informed the second recliner had arrived and we could pick it up. The weather was not favorable to pick up our recliner so we waited a couple of days to make the long trek to Waco. We arrived at the Waco store after lunch on Saturday. Much to our surprise, the store personnel informed us it was against corporate policy for customers to pick-up previously purchased furniture on certain days of the week, Saturday being one of these days. We were not informed of this either at the time of purchase or when we were notified the recliner was ready for pick-up. The store manager, Jason who apparently has no authority, walked over and assured us per corporate policy we could not leave with the recliner we had previously paid for because their warehouseman was not working. He also refused to allow us to load the recliner ourselves, “per corporate policy” (thankfully grocery and sporting goods stores do not have this policy). He claimed he called his supervisor but refused to allow us to talk to this supervisor. He told us this could not be resolved at this time, tactically trying to convince us to leave the store. He further tried to brush us off, referring us to a customer service phone number/email address, which he never provided and was not staffed on Saturdays. Now we are not the type of people to create a scene but this blow smoke up your skirt and pass the buck manager was doing nothing in the way of customer service to work with us and forced a confrontational situation. After a lengthy spirited conversation, I believe the manager may have realized “corporate policy” was unreasonable and we were not leaving peacefully without our property. He phoned the store warehouseman and asked him to come load the recliner in our vehicle. The warehouseman arrived a short time later and carefully loaded our purchase under direct supervision of the store manager. Kudos to the warehouseman for 5 star customer service! Manager Jason: I believe you may have violated corporate policy yourself by letting us leave the store without checking the function of our new recliner. We were not permitted to touch it until it was disassembled and fully loaded. I guess even you can make mistakes. As we told you in the store, you are the sole reason we will never purchase another LazyBoy product.

Update: Please take note LazyBoy made a conscious decision to not respond to my...

To start let me say to La Z Boy, that all of this--the back and forth, the bad reviews, the frustration and more could ALL have been avoided had you kept your word, your actual promise to replace the defective chair within a week of receipt.

Avoid like the plague!!! The name means nothing anymore. No quality, no service, no customer satisfaction. Purchased 2 recliners for delivery in late October. (3500.00+). Delivered and one had a seat that was so unlevel it slid the sitter to one side. Was told it would be replaced. 3 weeks later the one bringing the replacement said chair was too "hairy" (the fabric pattern Kerr D201395 sheds terribly) and refused the exchange although it hadn't been sat in at all due to the issue. After many calls and lies from customer service person Yolanda, we were told they'd repair it. They came mid December and went through some motions but if anything it's worse. Went into Waco store and the manager said nothing to do about it and just walked away. We at last got them to take the chairs for repair and when they finally were returned they had done absolutely nothing to the seat, but had stuffed the tar out of the back, to the point it pushes you a 1/4 way off the front. All you have to do is LOOK at it to know what needs fixing...it's beyond me what and or why they can't or won't. The other chair no longer drops from the reclined position without warning, but now with a strong breath or a reach for a remote it tips so far back you almost go head over heels. No quality control whatsoever. This will NOT be the end of it! We have 5 years warranties on these lemons and plenty of time for back and forth if that's what we are forced into. These were our 50th anniversary gifts to each other and it's like we gave each other trash. Again, they are existing on a past reputation that is quickly being replaced with their inferior products...

I have purchase from lazy boy before Big purchases at that.and I was very pleased with the designers/ sales person ideas and help me make the right choice. So how we had a such a great experience before with round rock store I allow my husband to convince me to go to the waco store. At first, I was concerned about the size of the sectionals I wanted and also the color.. when I went to the store, I spoke to a new girl who is no longer working there I showed her a blueprint of my floor plan of my living room open concept to my kitchen and breakfast nook area. And I thought I was making the right decision when I was purchasing the sectionals picking the right colors how many seating I need etc. when they got home they had a horrible smell that took months to wear off a little and still a year from now they still have a weird scent. I remember being there a long period of time because I wasn’t too sure about the pieces I was purchasing I kept being told. Yes it should work. Yeah it should look nice. I feel like I was being convince to purchase and they didn’t care about my concerns. Well, the color of my sectionals way off of what I seen in the store and now I am stuck with smelly not too great color and big sectionals that over covers my wood fireplace. Which now I can’t use if I wanted to. I purchased this a year ago and I am still so disappointed. I did finance the sectionals, so I am stuck. Paying very expensive price for a piece of furniture I dislike so much I can’t exchange or anything!!! I’m overwhelmed and so disappointed with all this. I should of went to round rock instead!! I even called round rock to see if anyone can help make this sectional be place around a different area around the room because I can’t afford another $6,000 for new furniture. I...