Customer Service

Our goal is to make Lacks your favorite local furniture store. Buying at Lacks Furniture means you get personal attention and product expertise. We'll do everything we can to ensure a smooth purchasing process from selecting your new furniture, to delivery, and everything in between.

Frequently Asked Questions

 

What Lacks location is closest to me?

What are my financing options?

How do no-interest promotional offers work?

How do I make payments to my Lacks credit account?

What happens if I have a Lacks credit account and I can’t pay because I lost my job or can’t work due to health related issue?

Do You Deliver in My Area?

Where can I pick up my new merchandise?

What if I’m unhappy with my purchase?

Can all items be exchanged?

What if I find the same item somewhere else for less? 

How can I protect my investment?

Who do I contact if I need repairs made to items purchase at Lacks?

Do you offer custom orders

I need help decorating my home, can Lacks help?

I'd love to work for Lacks, how do I apply?

How can I find out about the latest Lacks news, sales, & promotions?

¿Se Habla Español?

¿Se ofrece crédito a clientes de México?

¿Pueden entregar en Mexico?

What Lacks location is closest to me?
Our 10 showrooms span South Texas, from Laredo to Brownsville. To find your prefered Lacks location, click here.

What are my financing options?
At Lacks, we understand furnishing your home can be a big expense, which is why we offer multiple credit options that will help make your dreams a reality. Our financing programs service customers with good credit, bad credit, and no credit. Between our in-house financing, lease-to-own and build-my-credit programs, we’re confident we can get you approved. Click here to learn more about our financing options and find the one is right for you.

How do no-interest promotional offers work?
At Lacks, we manage our own our installment credit contracts. This means you can borrow the amount you need to make your dream a reality, and pay it back over a specific length of time, with a set number of payment plus interest. Unlike consumer credit cards, you cannot continuously add debt to the same account; your payments remain the same from month to month. If you have qualified for a no-interest account, the interest is collected during the repayment of the loan. After timely payments have been made, the accumulated interest is reimbursed as credit to the account, and no additional funds are collected, completing the contract.

For example, if you make a $2000 purchase and qualify for a 36-month no-interest promotional offer, your monthly payments will be $55.55 plus interest for 36 months. Finance charges will be shown on contract but will be refunded as a credit on your account if monthly payments are paid on time as agreed, and the balance is paid in full on or before the 36 months from the date of purchase. No more than $2000 will be collected. If you give a payment past its due date, it automatically nulls your no-interest offer, all interest will be due.

Not all will qualify for no-interest offers. Interest charges will be assessed from date of purchase at a maximum of APR 24% but the APR may vary.

How do I make payments to my Lacks credit account?
As an added convenience to our financing options, we make it easy for you to make payments on your Lacks purchase. You may choose one of these easy options:

  • Pay by phone. Call our Central Credit Department at 1-800-734-5044 or (956)702-6726 Monday through Saturday from 9:00 AM to 9:00 PM and Sunday from 12:00 PM to 7:00 PM
  • Pay at any Lacks Furniture Store. Click here for locations and hours
  • Pay Online. Click here to process your one-time payment
  • Enroll in Auto-Pay. It’s easy to enroll, click here and register for reoccurring automatic payments

Please be aware that all payments received after 6:00 PM CT will be processed on the following business day.

What happens if I have a Lacks credit account and I can’t pay because I lost my job or can’t work due to health related issue?
As a family owned business, Lacks understands there are unexpected changes in everyday life. We strongly encourage the purchase of Life & Disability Insurance to help protect you and your credit should a life changing event occur during the duration of your installment contract. If you declined this insurance at the point of purchase, and you are faced with a hardship that prevents you from making scheduled payments, please call our Central Credit Department at 1-800-734-5044, Monday through Saturday, 9:00 AM to 9:00 PM and Sunday, 12:00 PM to 7:00 PM so that we may discuss possible options to help you avoid defaulting on your contract. 

Do You Deliver in My Area?
Our Gold Star Delivery is available for most parts of South Texas. For the most updated information about the delivery areas we serve, contact your local Lacks Furniture Store and let us know where you'd like us deliver your purchase.

Where can I pick up my new merchandise?
If our Lacks Gold Star Delivery is not right for you, you may pick up your new purchase from our warehouse at no additional cost. Our Central Warehouse is located at 1300 San Patricia Street, in Pharr, Texas. Warehouse hours of operation are Monday through Saturday, 8:00 AM to 8:00 PM. You may reach them at 1-800-870-6999 if you have any questions or concerns regarding your pick up. If you prefer to pick up your merchandise at your local store, we ask that you notify your Customer Service Associate at the time you make your final purchase. They will schedule and confirm your pick up at the store location of your choice.

What if I’m unhappy with my purchase?
We want all our customers to be pleased with their new Lacks items. If you are unhappy with your purchase you may exchange or return your item(s) under these guidelines: All exchanges/returns must be authorized by Lacks in order to be processed. Item(s) must be inspected prior to exchange/return authorization in order to be eligible. If the item is in showroom condition, you may exchange or return it within three (3) days of delivery.  

 If you are exchanging: Standard delivery charges will apply for redelivery of exchanged merchandise. In the occurrence that there is a price difference between the two items, the difference is due upon the execution of the exchange contract. Exchange requests after the three (3) day period are subject to a minimum 25% restocking fee, which will be deducted from the purchase price. 

 If you are returning: Return requests made within three (3) days of delivery are subject to a minimum of 25% restocking fee. Returns are not accepted after three (3) days of delivery.

 Not all items are eligible for exchange or return. We urge you to contact your local Lacks if you need more information. 

Lacks reserves the right to authorize or disapprove exchanges or returns based on the time the merchandise has been out and its condition as well as any specific circumstance might demand.

Can all items be exchanged?  
Unfortunately, not all merchandise is eligible for an exchange or return. We do not accept exchanges or returns on the following:

  • Any items that have been damaged, abused, stained, mishandled or used for commercial or institutional purposes may not be exchanged or returned.
  • Any item sold as ‘Clearance’ or ‘As-Is’ or ‘Final Sale’ is not eligible for exchange or return.
  • Appliances and electronics may not be exchanged however,  appliances and electronics may be exchanged within the extended warranty period as a result of a decision made exclusively by Lacks Appliance and Electronic Service Department.
  • Pillows, sheets, bedspreads and comforters may not be exchanged.
  • Mattresses may be exchanged according to the terms of Lacks' Exclusive Comfort Guarantee or the manufacturer’s factory warranty. Additionally mattresses within the extended warranty period may be exchanged as a result of a decision made exclusively by the GBS Warranty Service.

What if I find the same item somewhere else for less? 
We do our best to offer the most competitive prices in the market which is why we offer a 30-Day Best Price Guarantee.  If you find the item you purchased at Lacks for a lower price somewhere else, we’ll match it. Contact your local store with the name of the competitor within our trade area and their price on the exact piece of in-stock furniture within 30 days of your purchase, and we will refund or credit you the difference. In addition, if we lower our price on an item within 30 days and we are offering the same financing terms as when you purchased, we will refund or credit you the difference. Financing terms are not eligible to be matched or changed. 

How can I protect my investment?
When you purchase from Lacks, you should feel confident your items will be free of manufacturers' defects. All furniture is covered by a minimum one-year warranty against defects or malfunction. Because we know you want to keep your Lacks Furniture looking and functioning like new as long as possible we offer extended protection plans should your items suffer accidental damage or breakage of frames or mechanism. Lacks also offers our own extended protection plan to cover repairs on our appliances and electronics. To learn more about our protection plans, click here

Who do I contact if I need repairs made to items purchase at Lacks?
Whether you purchased the item last year or last decade, Lacks has highly skilled technicians who are trained to service all items purchased at our stores both inside and outside the manufacturer’s warranty period. We encourage the purchase of Extended Protection Plans, such as GBS, at the point of sale to eliminate the cost of servicing items out the manufacturer’s warranty period. If you chose to decline extended warranties, it would be our pleasure to service or repair your items, for a small fee.

  • If you have purchased GBS extended warranty you must contact a GBS representative directly within 30 days of the date you discovered the damage. You may reach a representative at 1-888-585-9488 or online at www.gbsent.com
  • If you would like to schedule service on your appliance or electronic, contact our A&E Service Department at (956) 702-2236 , Monday through Friday, from 8:00 AM to 6:00 PM
  • If  you would like to schedule service on furniture and you chose to decline GBS extended protection, and, contact our Furniture Service Department at (956) 702-6747, Monday through Friday, from 8:00 AM to 6:00 PM

Do you offer custom orders?
At Lacks, we'll do everything we can to make your vision come to life. If there is something you like in our stores, but the color is not quite right or the fabric is not what you had in mind, let us know. We offer customization on hundreds of items so you get exactly the look you want. Ask any of our knowledgeable sales consultants whether the item you've selected can be customized.

I need help decorating my home, can Lacks help?
We all need help sometimes. Our knowledgeable Lacks Sales Consultants are ready to offer you our free decorator service so you can make your vision a reality. From assisting with the coordination of colors and textures, to assessing your style, our Sales Consultants are here to help you create a space that expresses who you are. 

I'd love to work for Lacks, how do I apply?
Lacks Furniture is always looking for valuable additions to the family. Current job openings are posted to our ‘Careers at Lacks’ section of our ‘About Us’ page. To apply, download and print our Employment Application, and submit the completed form along with your resume to your local Lacks Store or to our Human Resources department via email: HR@lacksvalley.com

How can I find out about the latest Lacks news, sales, & promotions?
Get social with us! Sign up here for our e-newsletter and recieve all the insider info delivered to straight to your inbox. Make sure to follow us on Facebook,  Instagram, and Pinterest for design inspiration and community events. 

¿Se Habla Español?
Ponemos todo nuestro empeño por hacerlo sentir en familia, es por ello que todas nuestras tiendas cuentan con Gerentes, Asesores de Venta y Personal de Servicio al Cliente bilingües. Si usted se siente más cómodo hablando en español, simplemente háganoslo saber. Con gusto le atenderá uno de nuestros expertos colaboradores, quien le hará sentir en casa.

¿Se ofrece crédito a clientes de México?
Hacemos más fácil su compra de muebles al poner a su disposición nuestro sistema de  crédito con hasta 24 meses sin intereses. Gracias a que Lacks maneja financiamiento propio, abrir una cuenta es muy sencillo, simplemente visite cualquiera de nuestras tiendas. Si lo prefiere, usted puede hacer la solicitud en línea aquí. Solo necesita mostrar dos identificaciones oficiales, 3 referencias personales y verificación de ingresos. Tipos de identificación válidos:

  • Visa Laser
  • Credencial para votar con fotografía
  • Licencia de conducir
  • Pasaporte mexicano
  • Matrícula consular

¿Pueden entregar en Mexico?
Si, entregamos su compra hasta la puerta de su hogar a través de un agente profesional de importación. El servicio incluye:

  • Importación de sus muebles
  • Armado de muebles
  • Acomodo de artículos
  • Retiro de material sobrante

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