ComplaintsforHavertys Furniture Company

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the furniture from Haverty's once I purchased my new home. The furniture took a great deal of time as it was at the height of COVID and materials were very short in supply. I rarely use the sofa because of how it makes by entire body ache. I've been sitting upstairs on an older couch from Haverty's that's perfect!!! I've called several times regarding this issue to no avail

  

  Business response

  07/19/2024

  Hello. Havertys will contact the customer. Thank you.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a round cocktail on 06/26/2024 and when they delivered it on 06/27/2024 they delivererd a chairside table also but I didn't order it now they want a restocking fee of $119. He argued and told me I did order it but I didn't. I have a small house and I don't have room for it

  

  Business response

  06/28/2024

  The attached receipt is not a Havertys invoice.  We have no record of a purchase from Havertys. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dining room set and the guardsman gold plan January 20th, 2020 for $2,375.97. Recently I noticed some wear and tear with the table and chairs. The table has multiple chips in the paint and the chairs have stains that aren't coming out. Haverty's sent one small tube of cleaner for me to try. After trying that, it just got worse. They then sent someone out and he cleaned one spot and noticed it wasn't working so he stopped. I purchased the guardsman gold plan. The guardsman gold plan covers any accidental stains and damage to the table and chairs. Or, so I thought. I reached out to the manager at Haverty's and ********* and they aren't honoring the plan I paid $250.00 (before tax) for. I have the original documentation of the plan. Essentially they aren't doing anything to rectify this situation. Worse experience ever. Never purchase from this store and definitely never purchase the guardsman gold plan.

  

  Business response

  06/21/2024

  Hello, Havertys will contact the customer. Thank you.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchase a recliner section from Havertys furniture store on November 12, 2023. The purchased price was ********* . We put a deposited of $3,000.00 and financed the remainder $7,805.21. The delivery date was scheduled for December 20, 2023. In January 2024, I contacted Havertys about several of the sectional looking wore, one of the pieces made a noise, the end sofa would tilt and unhook itself when someone tried to get up. which was dangerous my grandchildren when they can to visit. There were large gaps throughout the sectional. I sent photos of the problem areas. On February 9, Havertys repairman, was scheduled to come and look at the furnitures, however, bad weather caused a delay, and it was rescheduled for around March 8, 2024. The repairman, can to look at the furniture and repair the piece that was making noise and the piece the was unhooking. They were not able to repair the broken piece because a part needed to be ordered. Another repair date was scheduled and the repairman came out and again was not able to repair the furniture, due to incorrect parts. Haverty's decided to provided me with a Brand New sectional. On June 1, 2024 another sectional arrived. I notice the bottom of the sectional looked used. It was scratched and wore and dirty. I contacted Haverty's immediately, but was unable to speak to the salesperson. and left a message. I received a call later that week. and a ticket was created for my complaint. On June 12, 2024. I received a call from someone from Havertys and was told all of the bottom were scratched and worn because it kept the furniture from sliding. My previous furniture was not scratched, worn and certainly not dirty. I believed this to be ridiculous and have never heard of such a thing. I spend $10K for new furniture and I expect nothing less. I don't want used furniture and I want it to be working properly. Sectional should not have gaps that can see through to the other side.

  

  Business response

  06/21/2024

  Hello, Havertys will contact the customer. Thank you.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I purchased two couches (a sectional and a couch with a pull out bed) and an oversized ottoman. It took almost a year to receive the couches, but within week of finally receiving them we began to experience quality issues. Massive amounds of feathers began coming through the throw pillows, the ends of the sectional, most sat upon, were already noticably crushed down compared with the reat of the sectional. The material for the ottoman was shredding along the edges and wearing excessively. We called right away the store admitted the wear was excessive for the amount of time. They sent a service man to shave down the shredded edges and switched out the flattened couch ends. The store said the would get back to us about the throw pillows and the ottoman material. I lost track of time and realized they never called back. When I called them, they said it was beyond the warrantee. I have the extended warrentee, but they said it would not be covered. This is unacceptable. These couched were very expensive and this company needs to stand behind their products!

  

  Business response

  05/20/2024

  Hello, Havertys will contact the customer. Thank you.

  Customer response

  05/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The branch manager responded to my wife and me directly. He apologized for the length of time it took to resolve the issue and offered to replace the items we were not happy with. He assigned a sales person to work directly with us to make sure we were completely satisfied. We truly appreciate the company's efforts as well as the Better Business Bureau's role in facilitating this resolution.
  
  Sincerely,
  
  **********************************

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ticket Number ******* Need replacement for all 8 pillows as they are stuffed with horrible bird feathers that come out. They look horrible and present health hazards. They should have not been used and the use of bird parts in your product should have at least been disclosed. I need a replacement and compensation for this asap.

  

  Business response

  05/23/2024

  Hello, Havertys will contact the customer. Thank you.

  Customer response

  05/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Tahnk you!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought several items from Havertys in June 2023. The kitchen table wood top shows a slight bubbling in one area. My husband and I always use the placemats while eating and drinking. When I called Havertys about it and sent them a picture, the customer service rep told me it was water damage and is not covered. As I tried explaining that theres no way this table got water damagemy husband and I are 57 and 63 years old and very meticulous about our property. The rep interrupted me repeatedly, saying, its water damage. Anyway, she was rude but this complaint isnt about customer service. It looks like ******************** will not even consider what Im saying about it. I believe this table is defective in some way.

  

  Business response

  05/13/2024

  Hello, Havertys will contact the customer. Thank you.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our experience with Havertys Furniture Company started promisingly with a smooth buying process, thanks to a helpful designer and insightful site evaluation. However, our satisfaction took a nosedive during the delivery phase.Despite clear instructions regarding staircase usage and protecting our brand-new carpet with booties, the delivery crew disregarded these directives. Instead, they traipsed through our garden beds, spreading mulch and dirt throughout our home. Despite multiple reminders, they persisted, leaving our carpets filthy. Although we promptly notified the office and provided evidence of the damage, their response was that they will pay for the cleaning of the carpets, but they keep dragging the process asking for more evidence. I will be posting the evidence online soon so the corporate can see themselves on search engines. I am also posting them here so you can see how the delivery crew is walking through dirt and garden beds wearing booties that they walked on our carpets with.Also assurances of future supervision during deliveries was not followed through and a second delivery team was sent out who clearly disregarded our instructions to check the driveway before bringing the truck in resulted in them getting stuck in our driveway, jeopardizing our landscape and property. When we brought that up - the delivery crew left without making the delivery.Despite promises of a supervisor contacting us to address these issues, a week has passed with no communication. For a substantial six-figure purchase, this level of service is unacceptable.

  

  Business response

  04/30/2024

  Hello, Havertys will contact the customer. Thank you.

  Customer response

  04/30/2024

  Person named *********************** reached out to us last week from Haverty's ****** corporate office. Assured us that he will send us an email for future steps within half hour. Gave him 2 email addresses. Not received a single communication since.

   

  

  Business response

  05/06/2024

  Hello, Havertys will contact the customer. Thank you.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased our furniture and warranty for several items at the same time. At that time, the Havertys salesman stated all items in the warranty are covered and will be replaced if needed. The warranty has been useless and the manager at the **********, ******** location has not followed through with our concerns. We have requested to replace our leather couch, due to holes in the couch, that are due to poor craftmanship. This was acknowledged by the management after pictures were shared and numerous times of communication. It is within the warranty time frame and the manager informed us we would receive a full refund for the product because the couch is no longer available. We were extremely disappointed because we paid for a warranty that Havertys neglected to place on the couch after delivery of a replacement piece -due to their damage upon delivery. The warranty company stated that Havertys is responsible. The store manager agreed that it is their responsibility to cover the cost and make it right. We will have to contact the *** if this is not resolved soon. We paid for a warranty that doesn't cover anything as promised, we have a kitchen table that has scratches, the top layer comes off like a marker on paper so white layer showing for a dark color table top, and chair cushions that have holes at the edges. Nothing truly is fixed or covered under the promised warranty that was sold to us. Ultimately we still have a couch that is damaged and not reimbursed or refunded by Havertys company. We have more to share about this deboggle, but wording doesn't permit. Including other furniture items that were not fixed upon warranty request. I have had older pieces of furniture hold up better from less expensive stores, but I feel like a bate and switch occurred with Havertys after paying top dollar for low quality furniture, poor craftmanship, and bogus warrantys. Not to mention poor customer response and false promises to reimburse or refund for a couch that has a warranty that was paid in full upon purchase. We have waited patiently for months, spoke with management on numerous occasions, and have expected reimbursement per their promise to correct the problem. Please help resolve this immediately, $30,000 in furniture is not a small amount of money to waste.

  

  Business response

  04/30/2024

  Havertys will contact the customer. Thank you.

  Customer response

  05/02/2024

   
  Complaint: 21623213
  
  I am rejecting this response because: Havertys General Manager (**) ************************* for the ******** and Tennessee region has not offered a refund, but a small store credit that will be honored only if they can not repair the furniture.  He has not offered a full refund as requested.  *****, the Manager with Havertys in ********** originally agreed to handle this situation back in early in 2023 and on September 18, 2023 he agreed to compensation or new furniture. He said he would follow-up but never kept his commitment.  After several calls that my husband made, ***** has never responded or resolved the situation as he originally stated he would.  My furniture items are no longer in stock. The ** believes the couch can be repaired and returned to its original state. However, a leather couch with holes cannot be patched and returned to its original state.  The piece that needs repair was not correct when it was first delivered so the lack of requested response aligns with their poor customer service and conflicting management responses.  The dining table is poorly made with a cheap wood color finish that is fading off and shows a white surface underneath with finish scratches.  The chair cushions are the same poor workmanship and need to be refunded.  It has proven to be poor quality furniture that is not replaced, refunded, or repaired by the expensive warranties that we purchased.  All items were originally sold, stating that if there were any furniture problems then the warranty would fully cover the items and be replaced or refunded if items are no longer in stock.  Unfortunately, the warranty or commitment by *****, the General Manager *****, and our original Sales Associate are not being honored as stated. The ** is not backing the commitment his company represents to provide quality furniture and high level customer service response.  The ********************** has pictures of the furniture from the BBB complaint, but still have not addressed the request appropriately as ***** stated they would in September.  Lastly, I want to ensure full transparency, we were repeatedly told during our purchase, by our sales associate to purchase the warranties.  He highly suggested and recommended the warranties.  However, they do not cover anything at all. It is a hoax to purchase warranties that do not work and a furniture purchase gimmick that provides no real resolution for poor quality and *******
  

  

  Business response

  05/03/2024

  Hello, Havertys has offered a full reselection for the dining set as well as the sectional on 04/30/2024 by the local store. Thank you.

  Customer response

  05/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We bought two swivel chairs from Havertys. Within two years they both have structural issues beyond normal use. One has springs coming through the bottom and the swivel is loud and clicks with every turn. The other makes noise. They have both stained our rug with black marks. Though we did not get an extended warranty, we expect Havertys to stand by their products as advertised. I do not recommend anyone buy their sub par, faulty products and I will never shop there again. After reaching out both to the local store and HQ we were basically told tough luck - there is nothing we can do. If the company wanted to, they absolutely could rectify the situation. If they were willing to do so, I may be a little more understanding. We were not treated as valued customers and will let everyone know.

  

  Business response

  04/22/2024

  Hello, the customer's local ******************** store has offered to look at the chairs, but the customer refused.

  Customer response

  04/24/2024

  We are still working it out. It may take longer than seven days. I dont know yet if we will be satisfied with the stores response. 

  

  Business response

  05/06/2024

  Hello, Havertys will contact the customer. Thank you.

  Customer response

  05/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩