They are only getting 1 star because Google will not let me give them 0. Worst customer service experience of my life! Do not buy anything from them. They will never update you on orders and when you call in to receive updates they will only string you along. 10.5 months later and still have nothing on my order. After being told the last 3 months they were only missing one piece. Now I am being told another 3 months. All they will do is lie string you along and never update you.

BEWARE!! Bought a $1300 couch from lazy-boy. Within less than a month I was calling about warranty. The panel supporting the material on the back came off (hunk of Junk). Since I originally went to the warehouse in Dallas to pick it up they want $150 to COME OUT for the warranty (they’ll get that delivery one way or another). . WHAT??!!!! On top of it, when I politely asked if I could return it and get a chair (I just assumed they had a quality warranty..mistake) the snotty customer “service” rep said “we don’t do that” as if it was a stupid question. Lazy Boy, I’m so disappointed in you. Bye bye and hello Macy’s for the other $6k I’ll be spending. At least I know customer service won’t snicker and talk to me like I was as defective as their couch. NEVER again!!! Grrrrrrr P.S. here are pics of your “quality” product.

A little pricey but excellent furniture.

We had a wonderful experience. The store was well arranged for our search for a recliner. The salesman allowed us plenty of time to look without his interference. Then, after some time looking at all displayed recliners, he assisted by answering questions and demonstrating the features of the chair. We talked about purchasing without any pressure. Then, we decided and made our purchase. It was an easy experience.

Everyone at the Rockwall store was very helpful during the selection of a Stratus powered recliner. I received the recliner on Saturday May 1st at 8:45am (delivery very punctual ). The delivery was very fast and careful. The delivery guy took a couple of pictures after placing it in our den.After the delivery, I sat down in the chair and noticed the left arm of the chair was flattened and not rounded like the right arm. After further investigation, I noticed the right arm had a very noticeable groove in it like something had been sitting on it long enough to form a permanent defect. I called the sales consultant to tell him of the defect at 10:45am, but he was busy with another customer and the gentleman who answered said he would tell him to call me back. I was not called back so I sent emails that were not answered so I called back on May 3rd and told the lady that answered to tell the sales consultant that I had managed to reform the left arm of the chair so that it was almost like the right arm and that it was close enough that I did not need a replacement.Love the chair, but for the cost, I guess I was expecting more.

We had intended to only look at recliners for my wife, but Shawn White was so helpful, gave great advice and did not rush us, we bought a recliner. Shawn was knowledgeable and advised my wife on all the features of each chair to where we could make an informed decision on the spot...and purchase the chair. We had visited this store previously, and were unimpressed with the staff, but we were pleasantly surprised on this visit...it was a day and night situation...for the better!

I was shopping for my sister, who is in hospice. She wanted new furniture, which under normal conditions would have been simple. But this is not a simple time. I could not order something and wait for it to come in. I needed it ASAP. Kevin Hudson worked with me to get the furniture my sister wanted quickly. I will be forever grateful for his compassion and for his help. Rockwall La-Z-Boy is now my go-to furniture store.

Sales staff very knowledgeable and helpful. Was a little hesitant about the product we chose, due to having dogs, but so farIt stands up even to my labs hair!. The quality of the couch is fantastic. Well made and it’s like sitting on a cloud. My only complaint is the turn around from ordering to delivery. 25 weeks. I guess though you can’t rush perfection and quality, since you get to choose color and fabric for their furniture. It’s pretty much a custom piece. One of the reasons I chose Lazy Boy, is that brother has their mission style recliner that is at least 25 years old. It looks and functions like new. I’m looking forward to not having to buy another couch for many years to come.

Our sales person, James, was very helpful and not pushy. He showed us the lift chairs and explained what feature each one had. We were looking for a small chair because space was limited..He took all of the time we needed. We left the store without buying but the next day I called him and bought a chair..I wish all sales people were more like him. Cant wait for my chair to be delivered so I can start using it.

Great store with a first-class staff. James is very knowledgeable and patient. He gave us all the time we needed to find exactly the right recliner and took extra time with us to help with a custom order that includes all the features we wanted. If you’re looking for comfortable seating, go see James at La-Z-Boy in Rockwall!

Great products with confidence they will stand by their guarantee. Nate was very helpful with the process of buying our 2 chairs. Have always had great experiences with our purchases here. Will always consider La-Z-Boy for future purchases!

James was a wonderful partner in explaining features and helping us decide on a set of chairs. We couldn’t be happier with the way we were treated and the chairs we purchased.

Helpful but not pushy. They even helped entertain my 2 young children (4 and 2) for over an hour so I could look undisturbed and found discounts for me without being asked. Great sales staff and management.

Excellent service. Next week delivery!! Dont wait 3-4 months for your funiture. High quality workmanship and stands behind their products.

The worst customer service ever! No trouble buying a couch, but after that, nothing! Waiting for delivery & to let us know when it was coming. We had to do all the calling & asking. Never heard from salesman, how is supposed to be the manager, wouldn’t even answer texts are calls. Never deal with them again! Sad 😢

Very nice employees. Knowledgeable and welcoming. Plan on using their designer.

Mr. James Hampton who is an employee there, from the time we arrived until the time we left, showed us nothing but professionalism. After taking the time to listen to what I was looking for in a recliner, he took me straight to the recliner that gave me everything I was looking for in a recliner. Thank you Mr. Hampton for making my trip from Mesquite to Rockwall a pleasant and worthwhile trip.

James Hampton was friendly and helpful.You cant beat the quality of the furniture.The store was clean bright abd beautiful.

Very rude people. I will not be back.

Nate in Rockwall store was a great salesman...very knowledgeable about the products and decorating ideas. Cant wait to get our new sofa...in 35 weeks!!!

Friendly and fast service. Found what we needed and was given an earlier than expected delivery date.

Very quick transaction to purchase a chair and arrange to have another chair picked up for repairs

Where do I start??? Worst customer service I have ever experienced in my lifetime with any company... Lies and broken commitments from sales person to manager to headquarters! Definitely a broken company! Still waiting for customer service to respond as they have broken another commitment to call back yesterday! Ordered a couch In August that they assured would be delivered in 6-8weeks I allowed 12 weeks for delivery... My mistake when delivery date was missed not a single call from anyone at Lazyboy! Called them told me it would be delivered the next week . guess what still no call from anyone at Lazyboy! Then called spoke to manager again not only did I have to call him but told him I was done gave them till end of year to deliver couch ... You guessed it couch not delivered no call from Lazyboy! Now I am trying to get my money back and Headquarters Customer Service barracks another commitment to call me back yesterday! If you want the run around... poor customer service and lack of accountability this is the company for you! by the way this was an 8k + order from a repeat customer. How will they treat you???

DO NOT BUY FROM THE ROCKWALL LOCATION OF THIS COMPANY! Dont waist your time and money. Go find better service and better quality ANYWHERE else!You will get every excuse that the corporate office is not completing the job. Call the corporate office and they will not and state they cannot help. I spoke to Kevin Hudson on too many occasions about the delivery of two chairs. The answer is always the same. They are on a truck headed this way. Roxanne at the corporate office says she could not see if they ever made it on a truck. Two chairs were purchased on 2/27/2020 with a deliver date of 3/15. Then the delivery date was pushed to 4/15. When they did not arrive it was pushed to 4/18. It is 4/28 and I cannot get a firm date on the deliver of the chairs. Roxanne could not give me confirmation that the chairs were every made! The corporate office only states to go see the store location and it is a franchise and they have no say with the franchisees. STAY AWAY!!!!!

Customer Service is very lacking! Im sure the employees are only reacting to the manager of the stores attitude. We will never purchase again from this location and probably will not purchase La-Z-Boy again. Someone needs to read the book Excellence Wins for some customer service insight.

Bought a La-Z-Boy sofa & loveseat. Very comfortable. I was told that the handle to raise the footrest would never break and if it did was covered under a lifetime warranty. Of course the handle broke off in my hand. Their customer service is as bad as it gets. Of course I had to buy a new mechanism and hopefully install it myself. They will not come out to do it even though I have a lifetime warranty. Never buying another La-Z-Boy product.

Nice selection from less expensive stuff, to more expensive stuff. Nice broad selection.

La-Z-Boy was a recliner Mecca! Had several I liked. Sales was very helpful. Good place!

Love LazyBoy furniture & looking forward to my new loveseat! James was a great help.

Very nice salesperson. Clean store.

My first LazyBoyChairs I bought about 19 years ago it did a lot more than what is offered today .I used the chair every day for 7 years, After my husband had to be in a Assisted living I moved my chair in beside his bed and for the next 8 years I sat in the chair and slept in it 18 hours most every day . 5 years ago I had the arm rest and foot rest recovered and only 3 1/2 years ago the electric system went out. The chair is still being used and is still the most comfortable. Last week I bought another Lazboy .

James did an outstanding job finding exactly what I wanted without having to order. Just in time for Christmas.

Had an awful experience at La-Z-Boy Rockwall. Placed our order in early March and received a call for delivery in mid-April. The day the furniture was supposed to be delivered, turns out there was a mistake and not all of the pieces to our sectional were at the dock. It took until the end of May to get those pieces in. I had to call the store and schedule delivery (not sure why I had to call the store as the store should have called me). When the furniture was delivered two chairs were damaged and we overshot a piece of our sectional. I spoke with the store and a warranty claim was submitted on the chairs and a return was initiated for the sectional piece. I had to call the store again where the rep had to apologize that the store manager did not call me to tell me they could not refund me for the extra sectional piece. This store has HORRIBLE follow up and follow through. The only reason they are getting two stars is because the furniture is excellent quality. La-Z-Boy Rockwall will NEVER get my familys business again and I would second guess giving them yours.

Kevin was very helpful. I have gone to other furniture stores and have not been taken seriously or was “hovered” over with the sales person commenting on everything my eyes landed on. Kevin had the perfect balance and was never “pushy”...but extremely helpful. He was professional, kind and willing to go above and beyond to help.

Excellent experience. Mr. Hampton helped us find the right chair in our budget.

Nate is great and assisted me with kindness andcourtesy.

I stop in this store from time to time just to browse. The service folks are very nice, helpful when you need them but aren’t sales stalkers. The quality of furniture in Lazy Boy is excellent. The store has a great selection and a good range of prices. I recently spotted a recliner that I liked but it was on clearance and I needed two. The rep was very helpful and was able to track down another one for me. It was fast, easy and I got exactly what I wanted.

The sales man was very nice and answered all our questions. The purchase we made went very smoothly.

James was a very nice gentleman that helped me with the choosing of our reclinersHe explained every question I asked . Very pleased with with his help and the selection of our chairs.

Cory was very helpful. He took the time to answer all my questions.

I have been in the Rockwalll store several times and James was informative, pleasant and very patient with me. He answered all of my questions and told me the options. Very good experience.

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 isnt surprised with this ?? DO NOT waste your money or time shopping here. They are some of the worst in the business.

The store was great. The sales person was spread a little thin butHe worked to help four customers at once. I appreciateHis help in making the decision we made.

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 its the best thing ever. (Continued below)One of the recliners started falling apart a couple months back. No rush, because weve got the 5-year warranty! Customer service tells me that doesnt 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, youre 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 dont see how they stay in business. Theyve lost a customer for life and Ill tell everyone I know now and in the future to stay away from Lazy Boy products. They are low-quality and the company doesnt stand behind them.

James was great to work with and I can’t wait to get my new sofa and loveseat!

Very friendly and informative.

Nice staff. Furniture was of nice quality. Fabric and leather. Store had a good selection

Ive had La-Z-Boy furniture in the past and like the options available for customizing each piece. There is a good selection of styles and the fabric choices are vast. Kevin made the process smooth and I should have my new sofa in 6-8 weeks.

I would have given 5 stars but 8 to 10 weeks for delivery is too long. Let’s see how long it really takes.

Great selection of furniture! Very friendly people and so helpful! The selection surprised me a lot - they had a huge selection of furniture for every price range ... if we hadnt gone in there on a whim, I never wouldve known.

After about a week our brand new recliner/rocker from this store started squeaking. We called and they said there was “nothing they could do” because we were past the 48 hour window. (Really? My chair is only supposed to last 2 days?) Over the course of the next few weeks it developed multiple squeaks coming from multiple places. Now, after 8 months, it makes a loud clanging noise like two pans banging together any time someone sits in it or rocks in it. Since we bought it to rock my newborn to sleep, it’s obviously all but worthless. It is by far the most comfortable recliner I’ve ever sat in, but I am dismayed by the longevity and quality. We’ve never abused it or had kids play on it or really done anything except rock my daughter to sleep. It’s never bore more than 250 pounds. Why it hasn’t lasted 8 months is beyond me, and the fact that the store has refused to help or fix it after TWO DAYS is absurd.

Great customer service...Great comradely among all associates...Great products and prices...Great delivery staff and services!!!❤️ La-z-boy

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 ROCKWALL LOCATION.

The staff (James was always there when I came in to “look” and never pressured me) was very friendly, helpful & patient. I highly recommend this store

Costumer service in the store is great but after that it is not good. They will not work with customers on delivery even though delivery costs a hundred bucks. Delivery is at their descretion, will not set up a time that works for the customers. Employees will tell you if you dont like it then go somewhere else or go to the warehouse yourself and pick up your order that was paid to be delivered. They are independent so customer service will not help.

Megan was so helpful to us in choosing our furniture. We have never been disappointed in Lazyboy... having a designer help this time was just icing on the cake!! Thanks Megan and Lazyboy!

Found exactly what we were looking for and the service was excellent!

Service was great. James was very patient.

Spent $2,200 on a couch.The hide a bed air bladder started leaking the third time it was used.Had to pay $99 dollars more for a technician to diagnose the issue two weeks after I reported it.He found and removed fifteen staples that were sticking out and hitting the bladder and my $100 sheets that are shredded now. He only switched out the bladder after removing the staples.Several weeks later the replacement air blader sprung a leak causing my guests to have to sleep on a hard surface.It takes weeks to get a replacement from their manufacturer of store.After 9 times total, (store and customer service)they still dont believe there us something wrong with the couch or just too lazy to replace the couch.I am third generation Lazy Boy customer in my family. It stops here.Lazy Boy is supposed to apply to their Customers, not their company and their employees.I dislike having to give a bad review to anyone, but after wasted money, time and my guest and myself getting screwed, Ill have to say Lazy Boy isBad Quality and Bad Company.

We didnt buy anything but we were just looking. The service was good though. They treated us nicely and we were welcomed. Good place and good customer service.

The store was very nice and sales people to. I was very hesitant to spend this much money for a recliner. Now I know why the chair makes a lot of noise for one at this price so far it’s no different than chairs much cheaper. I’m really starting to think I made a bad mistake buying this chair.

My husband and I had been to a few other furniture stores looking for a recliner with not much luck. So glad we went to the Rockwall store. Kevin immediately greeted us and helped us ultimately get a recliner and another chair. Very pleased!

All the reviews about customer service being HORRIBLE is correct. We walked in about 40 mins before closing just to look around really quickly. I guess because we walked in close to closing time the people working there decided that they wanted to give us the WORST attitude when we walked up to them just to ask a question. I suppose the people running this store dont really WANT customers, because they certainly act like they dont.

Very nice showroom, customer service was excellent, wish I could afford 2 La-Z-Boys.

Great place to shop and my salesperson, James, was very professional. Highly recommended!

I feel for the price we paid for this furniture it should have held up longer than a year and a half. Also, when I called customer service I was surprised to learn there is ONE person who handles all customers in the DFW area with last names beginning in A-L. I left a voice mail that wasnt returned for two days at which point I was told that I was going to be charged over $80 to have someone come out to look at my broken (and I mean structurally broken) couch. On top of being charged after barely 1 1/2 years, I had to pay it today and will have wait another two days for scheduling to contact me to set up a date to have someone come out. What the crap kind of service, and quality for that matter, is this? I didnt buy my furniture at some bargain-town rip off store, but I feel as if I would have received the same quality and service. I should have saved myself the money.

I purchased a recliner in November 2015 and received before Christmas that year. I spent $1200 on this chair and upgraded the fabric with a pattern design. The fabric doesnt line up I forwarded pictures and a service person came out several weeks after the delivery. Nothing resulted from his visit and a couple weeks that, I was left a message from the service depart; saying they were going to order a new cushion from the factory. That was in the middle of January 2016 and have not heard a peep from them since and its the middle of March 2016.

Love my chairs. Also the guys helped move out a couch making room for the new chair, very sweet of them to help me with that.

Fast, friendly, low pressure, and accommodating.

Could not ask for any better help and pricing! This is my go to store from now own.

They said it would be 6 to 8 weeks. Took closer to 16. Comminication coming from the store was awful. Quality seems to be better than most.

Pricey furniture...but damn, its comfortable! Cant beat it!

We purchased a very expensive leather couch and were told we had to buy a warranty that would cover everything that could go wrong. when we called about a broken zipper, we were told that they didnt cover seams. I will never pay this much for a couch again much less believeany of the sales people at Lazy BOY TOCKWALL

James was the best.

Very kind sales team.

Some of the best customer service we have ever experienced. My wife loves her chair. Delivery was hassle-free. If you need a chair, sofa, or home furnishings, go and see Susan or Jessicaat La-Z-Boy Furniture Galleries in Rockwall.

Great

I have delt with an employee at this store and I was not impressed. The female employee Terry was extremely rude to my 13 and 4 year old daughters who were looking for things to decorate their rooms, while me and my wife looked at a couch to purchase. Accusing her of going to break something and telling her not to touch anything. After the employee mistreated my daughter we left. About 2 months later we decided to go back hopefully with better customer service. Boy did we ever get much better customer service thanks to two great gentlemen Calvin Pugh JR. and Edmond Gee. It was Edmunds first day but he was great. Needless to say we wound up buying the couch we had been wanting thanks to these two guys great customer service. The Manger Jessica was very nice as well we had good dealings with her. I hope to never run into Terry again what a lonely sad life she must lead.

This review is not about this store in general, however about the la-z-boy product. We originally bought ours in California and have recently moved out here to Texas. Purchasing both a Console style love seat and couch. Both, less then 2 years since purchase, are in shambles. On the loveseat, the recliners broke down constantly, where we had to have service out, 2 times within the first year. This 3rd round, now past its first year of service, they start charging for labor costs on the repairs, along with pick up and delivery charges. We paid $2400 for both pieces, and received less then 2 years out of them. Do not fall into the trap of buying this product, their name no longer stands for quality, and sadly it is a waste of money, and time.

I have never been so motivated to warn consumers of an unethical business. My husband and I went to buy a recliner from La-Z-Boy Rockwall because we knew the product and service would be great because it has been for years. Lets just say after dealing with Jessica the store manager, I will never purchase another La-Z-Boy product ever again. Jessica called us a week after we purchased and picked up our recliner stating we owed money and coerced the sales associate and warehouse employees to give us the chair without paying in full. ARE YOU KIDDING! She went as far to call (yelling on the phone) us thieves and liars. Every time we tried to speak to her rationally she just hung up the phone on us. This store is dishonest, unethical and far from inspiring.

The maverick is very comfortable and enables my husband (who has ALS) to rest comfortably!

Our salesman, Kevin, was very helpful and attentive to our needs. We had some problems with the small swatches the colors did not match very well but Kevin helped us get everything corrected he did a great job.

Great customer service!!

They lied to us and they dont back their warrantee! On the couche we bought we specifically asked about the cushions not going flat. They said it was guaranteed not to go flat and is under warranty. Sure enough after about 30 days, the cushions went flat and there is 3 staples that werent all the way in and they are going to wear through the fabric. The store said someone would have to come out and look at it and to call the warranty number. They said we had to pay them 100.00 to pick it up to look at it and they dont send someone out to look at it.I wouldnt by a picture frame for these crooks! They care nothing for the customer or apparently repeat business. Run from these crooks!!

Kind and great service. No pressure

Extremely expensive, if you like something there, find another store and you can get it cheaper. I was very disappointed to see that the chair I wanted I could get it somewhere else for $500 less make sure you get the model number and take a picture then go somewhere else. Dont take my word for it go see for yourself.

New chairs. Lots of money but great comfort.

They were good at helping us make a decision on the recliner. However I think their prices are high

What a joke. I wanted a chair, they were selling chairs that costed as much as my first car.

Do not buy over stuffed leather recliners. The stuffing fails in four to five years old and La-z-boy will not warranty it. They will charge you basicly the cost of the chair to repair. This company has become a rip off company for overpriced furniture.

Avoid this store!Terrible customer service, extremely lead times that are not met for delivery of items - everyone I encountered except the GM has an attitude and came across as rude and unhelpfull2 or 3 items damaged upon receipt - no options to correct with new - discount offeredNo follow up from store - you always have to call them for updates or information

Read the contract. If you dont you will be sorry.

To expensive