Complain about a product or service

Lacks Furniture

Pharr, TX

Kirby of Belton, TX April 13, 2007

I recently ordered a king size bed with frame and dishwasher. The service that I recieved was great once the sale was taking place. Everything that has happened since has been terrible. It took 4 separate deliveries for all pieces to be brought to the house. I have since tried to set up direct deposit recurring payments and have not had the first 2 months deducted from the account. Now, I am in jeopardy of being delinquent because the payments were not taken out on time. Therefore, I could lose my 0.00 percent interest. This is ridiculous and I would never recommend dealing with this incompetent company again.

Linda of San Antonio, TX August 31, 2006

I purchase lacks gold protection package which cover my furniture shold it ever become damage i bought 4 @ 199 for all the furniture i bought I used this about 4 times in a 3year period and when i called they had voided my protection because according to them i had not report the damage right away .(not true) my complain is this was supoose to be a life time warranty deal I have 4 kids all under the age of 8 . I have spend over 12,000 in this store all paid for and nobody was able to help me get the matter resolve. I did exactly what I was told took phots of the damages very minor . Even send a picture if the techincian sloppy work where he spray the furniture on the wrong areas . And my claim was still denied.

David of Killeen, TX December 20, 2005

My wife and bought our kitchen table and chairs in Mar 2002, with the purchase we also decide to acquire the additioinal coverage for damage. WE WERE not given any infromation at that time nor have we received any to this date. In Oct 2005 the table top was damaged and Dec 2005 I received the phone number for Guardsman from the Killeen store. I made contact with them, filled out the forms they sent and put down the date the damaged was found. After several weeks I called asking what the staus was. I was informed that our claim was denied because we failed to notifiy them with in 5 days. This nows becomes a larger problem how can we be held accountable for something that we had no knowledge of. If I knew that 5 days was the magical time I would have complied with the instructiuons.

Yesterday I made a visit to your store in Killeen Texas and talked to the manager Nelson who more or less said that they can't help it if we didn't get all the information needed and implied that I was lying about not getting the instructions. I will give him credit he said he would talk to Guardsman about this problem and claimed that he called. The results of the call ended with no help from either Guardsman or Lacks. As a long time customer of Lacks we have now become very bitter and most likely will never buy anything else from your chain of stores. If you are serious about taking care of the customer and the customer comes first you will take care of this problem and make it right. All we want is to have our table fixed and not be taken advantage of. This is a Military town and I served our country for over thirty years and do not like to be told that I am lying .

Mayra of Pharr, TX October 31, 2005

I bought a washer/drier set with Lacks, the day my husband and I went to buy it, they had us sit thru 45mins of credit approval processes, nobody even asked us IF we wanted credit or not, we were going to pay cash for both items on the spot. I finally got to talk to one girl how was clever enough to give me credit (anyway) for 3 months, but since I didn't want to be stuck there for another hour, I agreed. 2 weeks later, I went to pick up my washer and my drier only to find out that my dried had been sold! Not only that, the options I was given by the "salesman" were: get my money back, wait 6 to 8 wks for a new drier, or buy a more expensive one, that didn't match my washer.. When I spoke to the manager, she arranged for a drier to arrive in 2 weeks; but once again, I got a call from the salesman saying that I should go an pick it up at the store... I got a call later that week to go an pay (the credit I didn't want in the first place) so me and my husband went to the store once again, paid the credit in full and asked to talk to the manager so we could pick up the drier... The drier had been moved to the warehouse, which was closed, and we got no call and no notice that we should pick it up else where... We were also then told that the drier we were getting wasn't new, that it was a display item, and we were charged for the same amount as the new one...

Terry of Lubbock, TX October 19, 2005

We have ben searching to replace our recliners. After three trips to Lacks(total 100 miles) After another hour spent in the show room, We decided to purchase our chairs, of course they had to be ordered, but ok. They had the color, style and to our advantage a drop in price, we are happy. Every piece of furniture throughout the store had a "Power Buy" tag indicating "12 months no interest", another reason to buy. WE proceeded to check out and utilize the "12 Months no Interest" buy since it was available. After filling out the paper work, after driving 100 mile @ 3.09/gallon, after spending at least 5-7 hours with these people we find out the interest free purchase does not apply, because the purchase does not eet their minimum. I asked for the manager and in his smug, I could care less attitude explained "You are supposed to see the Office for details". I pulled the tag off and yes in very small print it states on the tag "See office for details", which means after you have spent your time and money and make your buying decision, Lacks will not honor the "Interest Free" proposal as stated throughout the store. I think this is wrong, false advertising, bait and switch tactic, and pure aggravation. Why were we not told this in advance and why did the manager refuse to address the issue. We will not be back!Buyer Beware! Just another way for Lacks to get into your back pocket!

Laura of Richwood, TX August 4, 2005

I became delinquent on my furniture payment after having a/c repairs that cost over 1200 and then a resulting huge electric bill. I was unable to make a payment I expected to make to bring my account current. I previously had emailed this company and politely requested that they not contact me about late payments during work hours. I told them (via email) that they may email me any time, and could call my home after 6 p.m. but to please not call during working hours as personal calls are seriously discouraged during working hours.

I received an email reply within about 30 minutes from a man with the Customer Service Department who wrote "We are in receipt of your email. Please contact our office at 1.800.200.3681 to discuss payment and contact options." I replied that I considered this to be contact, informed him when I expected to make payment, and again reiterated no calls at my place of employment. He replied, saying "Email is not viable contact option for delinquent accounts, please feel free to contact me at 800.200.3681 my extension is 101." That was July 22.

Today they again called me AT WORK. I immediately told her that I had already requested that they not call me at work. The woman ignored me and asked about the payment. I told her that I would not be able to make a payment until Aug. 16 when I get paid again, to which she replied in a very sarcastic, contemptuous. and condescending tone, "Well, then, you are going to continue to be called."

Connie of Lometa, TX November 20, 2003

My husband and I went into lack's April of 2002. We bought a couch and two recliners with no interest for two years. We made all of our payments, in fact, I was a month ahead of schedule. We went back into Lack's April 2003 and bought a big screen tv. We were scheduled to start paying two months later on the big screen. I continued to send in payments on the couch. When they posted the payments they posted them to the tv instead of the couch. I called the store and told then what they were doing and they said they would take care of it. The next month i mailed in my payment for the couch. The same thing happened. I spoke to them again and i was then informed my couch payment was past due and i would have to start paying the interest on it as well. I said i wasn't going to pay the interest and to fix my account. I continued to send in payments on the couch but was not going to send in payments on the tv until they got the payments corrected.

Then the phone calls started and never stopped. I was told i was going to have to pay the entire balance on both accounts in full. I was then bothered by a visit to my house. Kevin came over and said if we didn't pay for it in full i was going to have to go to court and possibly to jail.

I told him i would pay the valance on the couch but was not going to pay the interest since it was them who screwed up. He left here not knowing what he was talking about because he didn't bother to look at the accounts before coming out. We then spoke on the phone several times and he agreed it was there mistake and i could just pay the 136.88 remainder on the couch. I sent it in and it was returned with a note saying they will not except anything but the full amount. It was the full amount. I then called Kevin and he changed his story. He is no longer going to let us pay off the couch interest free. I know I owe money to them but obviously it isn't what they really want. He eneded the conversation with "i'll see you in court". It seems so strange to me that as soon as i was going to have one account paid off on time with no interest they decided to screw it up so they could get more money out of me. Obviously i am not the only person this is happenening to.

Sue of Bryan,, TX June 28, 2003

I purchased a bedroom suit, not all at one time. The armoire was missing a wood screw on one of the legs. This was purchased 01/03/02. I go in once a month to pay on other purchases. Each time I have been in, I have asked if they would please come fix the armoire. They came on June 24, 2003. In the mean time, I purchased a drawer chest on 12/04/02. It has dents on the left top. I went into the store the following week and asked that they come look at it and also please bring the screw for the armoire. Again, they came to check it out on June 24, 2003. The people that checked it out, recomended that a new top be ordered.

The Manager told me it was not under warranty. Of course not, I tried to explain that I have begged then to come check out the chest for over a year. The only thing he could tell me was he would not honor the warranty. I asked him if he couldn't or he wouldn't and he said he wouldn't. It has been a really bad experience with your store, I have purchased a lot of furniture at your store but will not do business with a company that does not honor its warranties. This would have been taken care of in a timely manner if they had just come out when I asked them. I have talked to the girls that take the payments and to a lady that said she was the manager and to Don Hamilton. He assured me that it would be taken care of. It was a year and a half later. I am really disappointed in the service at your store, I just hope your other stores have better service and personnell than the store in College Station.

Sean of Quinlan, TX March 8, 2003

I'm a paraplegia in a wheelchair who visited a Lack's furniture store in Wichita Falls, TX. Only, to feel restricted due to impassible aisles making shopping nearly impossible. Although, my wife bought some furniture. Unfortunately,I wasn't able to shop much with her. After,receiving our sofa we noticed a tear. It took Lack's almost 3 months just to pick it up. Now, 2 months later they still have it & fail to make any effort to contact us. I have called several times only to get different excuses with little merit. After, contacting some corporate personnel the store manager agreed to replace the sofa but we still haven't received anything as of yet.

Mark of Seymour, TX June 2, 2002

purchased a tv and told if paid off in 12 months there is no interest no finance charge.tv paid off in 8 months and now being charged finance charge.no late payments at all.

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