La-Z-Boy Houston

Reviews

• JC

  Jan Case

  Sep 1, 2025
  1.0
  Four years ago I bought a beautiful, expensive rocker recliner from LaZ Boy. My family and I ( under my married and maiden name) have bought a lot of furniture from LaZBoy. Two months after my purchase, it didn’t work. My recliner gave me only two choices. One was to sit totally upright. The other was to lay completely down. I called them and they sent a technician out to look at it. I really felt they should replace the chair but they didn’t agree. Very, very soon the chair was back to its two positions. I called again and they sent out a technician who ordered a new part. A technician came out to install the part but it was the wrong part. He ordered a different part. Then a technician came out to install that. Worked for a day. I got tired of complaining so I let it drop. But I’m 83 years old and have COPD, Congestive heart failure and am in stage 4 kidney disease and have weakened quite rapidly. With the chair lying down I was like a beached whale - I couldn’t get out of it with out help. I called again. Another technician came out. The chair worked properly for one day. I called again and was told there is nothing that could be done and the visit from the technician the next day was cancelled. I argued with the lady and told her I didn’t want a new recliner since I had already used this one for 4. years but I felt a nice discount on a new recliner was in order. That lady was very rude and I was told they weren’t bothered over losing a good customer. Later Sarah called and told me the service call was reinstated. Clarence came to my house to “repair” the same problem. The chair worked til the next day. Luke, the repair shop manager even personally came out to look at the chair. Clarence, Sarah and Luke all promised me they would do everything possible to resolve my problem. Sarah sent a detailed email to customer service. I called customer service and a recording told me they would call between 24 - 48 hours. The next day I did get a phone call from LaZBoy. I answered but no one was there so I immediately called back and begged someone to call back. The silence was deafening. At that point I was completely done. I called Mattress Mack, which is what I should have done 4 years ago. Mack cares about Customer Service. I hate to say goodbye to LaZBoy but I feel this should never have happened. And if it’s LaZBoy’s new policy to treat their life long customers like this it’s time. And I’ll be telling my story to everyone I know. To approximately 8 times and even took it into their shop. It still has exactly the same problem it had four years ago. I’m 83 years old and have a very bad heart and a multitude of other health issues. I’m just too weak to get out of the recliner when it’s laying completely down. They refused to do anything to make this right, even saying they were okay losing me as a customer. So I called Gallery Furniture, which I should have done in the beginning. I gave them my credit card number at approximately 7:30 PM and at 8:15 PM their truck pulled up in front of my house. I now have a wonderful new recliner. I don’t expect to have any problems but if I do I’m guessing Mack will treat me quite differently. Sarah, Clarence and Luke, by the way, are all exemplary employees and should be rewarded!
• LP

  Lindy Price

  Aug 12, 2025
  5.0
  Friendly staff
• KB

  Kirc Breden

  Jun 9, 2025
  5.0
  Went in to look at potential recliner replacements, not really looking to buy, but this one, just reached out to me and said it wanted to come home with me. LOL
• BH

  Barbara Hey

  May 24, 2025
  5.0
  We just purchased our 12th Lazy Boy (sofa this time, recliners & other sofas previously over the past 51 years!), and had the pleasure of working with Amy Soto. She was very knowledgeable about Lazy Boy products and went over and above to get the exact sofa I wanted (of which there was only one available) from a different store. She had to make many phone calls to make this happen and we were very impressed with her work ethic. I would not hesitate to recommend Amy as a true salesperson who had our best interest as her priority.
• JM

  Jesse M

  Apr 30, 2023
  5.0
  Linda listen to my needs and was willing to hear my concerns