La-Z-Boy Rockwall

Reviews

• RS

  Renee Sherburn

  Nov 15, 2025
  1.0
  BEWARE!!! STAY AWAY FROM ROCKWALL LAZYBOY!! I wouldn’t have given 1 star but had to in order to give a review!! I should have read the reviews before we purchased our 2 custom ordered couches. My husband and I have previously owned Lazyboy recliners that were purchased in Oklahoma about 15 years ago. They were great quality and the service was great. We moved to the Rockwall area 4 months ago and sold are furniture before moving. We went to the Rockwall Lazyboy store the first week of August to look at a couch we found on their website. We were told we would have to custom order are color as the couch they had in stock only came in one color. We were told by the salesman it would be 6-8 weeks no longer than 10. That seemed doable because are house that was being built was not expected to be done for another 4 weeks. They directed us to the store in Grapevine as they did not have this particular one at the Rockwall store. We actually ordered the couch at the Grapevine store but the salesman at Rockwall was the original salesman and provided us with all the information. We picked the color by a swatch and finished the order and was told again 6-8 weeks. I called 2 weeks after the order was placed to get a status as are house was 2 weeks out of being done. I WAS TOLD IT WOULD BE READY THE END OF NOVEMBER Or up to 20 weeks. This is where it all went downhill. I purchased it the first week of August and was told by the salesman no more than 10 weeks!! This was not what we were told. On a Saturday we called the Rockwall store and was told we could come in and look for something else and they would see what they could do for us. So we did. The manager told us to look around and the meantime he came back to us and said sorry I have bad news. I called corporate and we cannot exchange it or give you your money back and if we cancel are order, it will be a 50% restocking fee. Restock for what when it hasn’t even been started?! He was not budging and was rude and basically gave an attitude of oh well…. I told him I would call corporate and he said well you know we have attorneys and I would not do that. We ended up walking out. I looked up the Lazyboy corporate phone number on Monday and was told the Rockwall store was individually owned along with a few other Texas Lazyboy stores. So Corporate couldn’t even find my order or see it. So the manager in Rockwall when they told me they called corporate and said they could not help me or return it was a lie because they don’t have a corporate their individually owned and they can make decisions, but they just don’t want to help anybody once they get your money, and the restocking fee of 50% is what they do individually. Long story short avoid them at all cost because they’re rude and once they get your money you’re nobody to them. The customer service Is horrible. We did end up getting our furniture seven days ago ( And not happy with the material because it is definitely not what we picked out!!!!!) so two weeks earlier than what was told but this is most likely due to me, writing emails to the corporate and calling corporate and letting them know that individually stores are giving La-Z-Boy a bad name and that I would let my family and friends know the experience that we had and to avoid them at all cost. If the store would have been honest and upfront And told me it would be up to 20 weeks I would not have purchased it and went with something else. It’s sad the honesty and customer support has gone out the door. I will never be back to another lazy boy store due to this experience.
• CS

  Cheryl Stewart

  Nov 7, 2025
  1.0
  As a small business owner myself, I am loathe to write a negative review, as I know the important of online reviews to a business. So things have to be pretty bad for me to do it. I will start by saying I have fibromyalgia, and as such comfortable seating is very important to me. Beyond that, seating that doesn’t cause pain is important to me. I have had my trusty ole Lazy Boy for about a decade, and it was good to me. But the time came when a new one was needed, so I went back to the local store with this trusted brand. In late September, after sitting in a bunch of chairs, I picked what I wanted. To get the color I wanted, we needed to custom order. My new chair arrived on Wednesday (2 days ago). To my surprise it did not feel anything like the floor model I had sat in and chosen. This chair not only wasn’t comfortable, it caused more pain. I called the local store to find out how to return/exchange it. I knew from the main (not local) website, custom orders had a 3 day window to return, and there could be a restock fee as high as 30%, which is excessive and unreasonable in itself. I found out that this store charges a 50% restock fee. For a new chair; a chair that is not like the one I picked and ordered. I was given no other options by the person I spoke with, so I asked to speak to someone higher. We are waiting for a call back at this time. Given other reviews I have now read, it doesn’t look hopeful this will be resolved. If it is, I will honor that and update this review. The mistake I made in this process, was not checking into up to date information on this brand, and this particular store. Given I have had Lazy Boy chairs for years, as have my husband and parents, it never crossed my mind looking into recent reviews was needed. I am writing this so other people do not make the same expensive mistake. I am saddened and shocked that this has happened. Our town businesses typically provide top of the line products and customer service; this local store has currently provided neither. You can do better than this Lazy Boy/Rockwall Lazy Boy.
• PP

  Paul

  Sep 27, 2025
  1.0
  I don’t appreciate how the manager of Rockwall location treated my elderly parents. He lied about being able to deliver their couch and then he was going to charge a 50% restocking fee to cancel and they did not even have the couch. They had to pick it up themselves and had to get neighbors to help them get it into the house. You will NEVER get our business again.
• LW

  Laurie Walker

  Sep 24, 2025
  1.0
  The customer service at this location does not exist. I ordered my furniture back in May, and have yet to receive all of it! I financed for 12 months, but they won't schedule a delivery until I finish paying. No biggie, going to close the account as quickly as I opened it! But it was not the agreement I had with the store. I've been calling the store with no one answering the phone for 2 days. This is by far the worst company I have ever had to deal with. You have to deal with the individual store. La Z Boy doesn't have a corporate customer service. I really thought La Z Boy was a brand you could count on, I sure was wrong about that. I hope anybody who has to deal with the store in Rockwall, Texas has better luck with them than I have! Still waiting......
• VR

  Verlin Rogers

  Sep 6, 2025
  5.0
  Mario and Ivan are great ,they helped me get the mattress that I wanted .And they are great to just conversate with

Frequently Asked Questions About La-Z-Boy Rockwall