Complaints
This profile includes complaints for Havertys Furniture Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 139 total complaints in the last 3 years.
- 30 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:04/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to formally express my dissatisfaction with my recent purchase of two recliners in December 2023. I am disappointed to report that both are exhibiting excessive wear, which I believe is beyond normal wear and tear, especially considering we have no children and only use them for a few hours each day. Although we chose not to purchase the extended warranty I was informed by a store representative that the damage is likely caused by oil from our heads, and even with the additional coverage, it most likely would not have been covered and that this issue is not uncommon based on this material. I don't understand if this issue isn't uncommon why they would continue to utilize it in their furnishings. I understand that furniture has a lifespan, but I expected a higher level of quality and durability from the products we purchased. I'm hopeful that Haverty's will provide a credit for the two recliners that we originally purchased so we can replace them with something other than the bonded leather.
Business Response
Date: 04/30/2025
We will reach out to this customer for resolution.Initial Complaint
Date:04/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Havertys sold me an extended Warranty Gold Complete Plus Plan-Guardsman on a $4000 leather sofa I purchased. Within a year, the seams came out of the arm rest. I notified the Guardsman company immediately, and although it clearly says on what is covered section#7: Seam Separation, they refuse to replace the armrest! I moved here and have spent over $15,000+ to furniture my new home here in *******, and cant use the Gold complete, nor will Havertys make the replacement of the arm rest on the sofa. The arm rest has been punctured by pets, and unless it is ripped they wont replace it; however, they are advertising this extended service for pet punctures and stains. But unless the fabric is ripped open, they wont cover small threads being ripped out!!Business Response
Date: 04/18/2025
We will reach out to this customer for resolution.Initial Complaint
Date:04/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Haverty's Order 1091-0207100 never arrived.Business Response
Date: 04/15/2025
We will reach out to this customer for resolution.Initial Complaint
Date:04/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought our leather furniture from Havertys in ************, ******* on 3-24-23 along with a Guardsman Gold Warranty Plan at the cost of $649.99. I tried to file a claim with Guardsman on 1-25-25 by calling their toll free number to which they refused to take my claim and referred me to their website. I then went to the website and filed a claim on the left love seat recliner pillow due to the pillow not holding up and needing to be ***aired. No ***ly from my claim so called on February 13. Guardsman *** advised claim received but no estimate on when they would get to it. They are backed up. I called Havertys corporate to make them aware of the lack of customer service. I was advised they no longer use Guardsman as a warranty company and they are hearing from others that Guardsman is not handing claims in an acceptable manner. If Guardsman doesnt handle, Havertys will take care of of the ***air. He would check on the claim and get back with me. I received a call back from another Haverts *** a few days later saying basically nothing they could do to make Guardsmen put me to the front of the line. Which is not what I requested, just some sort of timeline for the ***air, There has been no communication from Guardsmen or Havertys since February 2025. The furniture still needs to be ***aired. **** ********Business Response
Date: 04/14/2025
We will reach out to the customer for resolution.Initial Complaint
Date:02/26/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A Haverty truck driver almost created a car crash and honked at me while they were in the wrong. I have dashcam footage of this incident in ******, **.Business Response
Date: 02/27/2025
We will reach out to the customer for resolution.Customer Answer
Date: 02/27/2025
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
Date:02/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I spent $5,349 on 05/21/21 on two couches. Two Destinations sofas and a Guardsman warranty. The whole experience has been a nightmare. The warranty company only covered some parts and not all that was required to make a repair and they wanted me to pay for it. So Havertys said they would come out and get it, fix it, and then bring it back to me. When they came and got it, the delivery drivers put my cushions on the ground. Its a cream colored couch. Im scared to know what it looks like now that theyve had it. Theyve had it for weeks and tried to deliver it yesterday. My time window was between 5:30 and 7:30 and they didnt show up until after 9pm. Who is going to let strangers in their house after 9pm? They never contacted me to let me know that they were going to be late. They just kept me waiting and came after my family and I were asleep. I have been trying to get my couch fixed for over a year. I understand some of it is Guardsmans fault, but Havertys chooses these companies to complete the warranties and I paid for the warranty. When the warranty company cant fulfill their duties, Havertys needs to make it right. This company is so unprofessional and not helpful at all. My first encounter was wonderful and they promised a lot and I fell for it. I have been with a messed up couch or no couch since May of 2024. Havertys overcharges for their furniture then wont help you when something is wrong. My couch was pilling after having it 6 months and they told me that thats just normal wear and tear umm it wouldnt be considering how much we paid for it. I have been nice for almost a year and I have had alot of ***** but Im so overwhelmed and aggravated at this point as I think anyone would be. I dont know what to upload so I uploaded some screen shots (that show since May of last year) and a picture of my cushions on the ground.Business Response
Date: 02/12/2025
We will contact the customer for resolution.Customer Answer
Date: 02/12/2025
Am I supposed to wait until Im contacted? I havent been contacted yet from them.Business Response
Date: 02/17/2025
We reached out to the customer for resolution.Customer Answer
Date: 02/17/2025
Complaint: 22930907
I am rejecting this response because:
I still havent received a response from Havertys about a refund. I would like the agreement in writing. For some reason this form isnt allowing me to put the videos and pictures of the couch. It was finally delivered, but now it has water damage from being delivered. It had plastic on it, but they kept dropping the cushions on the ground and shoving them back in there so now there are water spots/damage on my couch. I cant attach the photos/videos because theyre too big but Ill be more than happy to share them with anyone who wants to see them via email.
Sincerely,
***** ********Business Response
Date: 02/18/2025
We have been in contact with the customer via email and phone for resolution. We have provided this customer a refund check initiated on 2/13.Customer Answer
Date: 02/18/2025
Complaint: 22930907
I am rejecting this response because:the only refund they have responded to is the warranty refund (which isnt actually from them, its money I paid to Guardsman for the warranty). I need a refund for the 9ft couch that I purchased. It was ruined during recent delivery. The refund for the warranty wont be even half of the price of a new couch.
Sincerely,
***** ********Initial Complaint
Date:01/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Haverty's is running ads for $100 off $100 purchase during their New Year sale and states "add the product to your cart to see discount". The ad was placed on the page of every product (mattress foundations) I added to my cart, totaling $1200 before tax and delivery. When I realized there was no discount applied, I utilized their customer service chat feature and was told that the discount only applied to "select mattresses and foundations". I explained that it was noted as a discount on the product page for every item I'd added to my cart and provided screen shots. The representative apologized and stated that their web team was working on fixing this error. The company refused to honor their advertised pricing and instead told me to call the local store. Via their customer service line, I was connected to what I was told was a local store, who also refused to honor the advertising on each product page.Business Response
Date: 01/27/2025
We will reach out to customer for resolution.Initial Complaint
Date:01/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
1/18/25 I went into ****** outlet saw a table I like but too damaged, sales associate ordered me a new table I would just have to pick up in the store $600. Later that day i decided table was not going to work for the space . Havery customer service online says they cant cancel order since placed in store but they sent message to store to cancel . 5 days later still not cancelled store will not return my phone calls or emails and Havery customer service online still says they cant cancel order only the store can . And didnt offer any help to get it cancelledBusiness Response
Date: 01/22/2025
We will reach out to the customer for resolution.Initial Complaint
Date:01/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
5/3/2020 - Spent $4622.38 on a sectional, bought the extended Gaurdsman warranty 3/1/2023 - Filed a claim to have the sectional repaired due to the junk quality and it was falling apart.3/22/2023 - Received store credit for the junk sectional. Replaced with 2 recliners and a couch 10/6/2024 - Recliner is peeling and they came to assess the situation.We work 60 hours a week and rarely use the recliner! I can only imagine how the junk would hold up to normal usage. 11/5/2024 - They determined they could not repair it and no longer had that model in stock. Issued a credit.12/22/2024 - I didn't want to take a chance with their junk quaulity seatinf furniture pieces. I went to ******** and bought quality furniture. I used the store credit to purchse end tables. I figured that is something that they could not mess up. Boy was I wrong!!!!01/08/2025 - They selected the date and time to deliver. I requested 8 hours of PTO so I could be there for delivery. They called me the day of to say they can not make it. They rescheduled for 01/10/2025 between 10:30am-13:30pm 01/10/2025 - Requested the day off and used another 8 hours of PTO for delivery. They called at 9:45am (45 minutes before the begining of the delivery window) to cancel. I called customer service and they said that there was nothing they could do and they would deliver on Friday and I had to be home. I work. So, that is not an option to take another day of PTO this week. They said there is nothing available and they would call me on saturday to reschedule. At this point I will have to take my 3rd day of PTO to put me at 24 hours of PTO taken!!!! At his point, I want them to take the 2 junk recliners and the couch and give me a refund. This is the absolute most ridiculous expericence. And to be so dismissive of how my PTO is important to me is an absolute joke. The absolute worst customer service and even worse quality!!! The whole ordeal has cost me $5,824.93 in warranty and furniture plus PTO!Business Response
Date: 01/15/2025
We will reach out to the customer for resolution.Customer Answer
Date: 01/15/2025
Complaint: 22814310
I am rejecting this response because: I would like the solution in writing.
Sincerely,
***** *******Business Response
Date: 01/15/2025
The General Manager reached out to customer and left a message. Waiting on customer to call back the manager to provide the customer with resolution.Customer Answer
Date: 01/18/2025
Complaint: 22814310
I am rejecting this response because:
I was very grateful that I got the furniture delivered on a Saturday. But, they got stuck in my driveway and tour up part of our gravel driveway a little. Not a huge deal my husband helped pull them out. They brought the end tables in flawlessly. But, when they took the recliner out, they slid it across my wood floors and gouged them. They did not bring a dolly up because the parked/got stuck so far away (Im assuming). This is unacceptable. Somehow this went from awful to horrific. I would like the scratches on my wood floors fixed. Im sure if you look at the feet of the recliner, you will see part of my wood floor on them!
Sincerely,
***** *******Business Response
Date: 01/22/2025
We will reach out to the customer for resolution.Initial Complaint
Date:01/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a power recliner on 5/31/21 for $1299.99 with a $181.39 promotional discount and also with additional 5 year warranty for $499.99.Power failed within the first year and Havertys sent someone out to fix it. No problem.Power failed again 1/21/23. Sent someone out after two(2!) months. Said it required a new motor. Sent the motor to us and we rescheduled for installation. Another few months. Finally installed with about a 6 month turnaround.Power failed again 10/28/24. Filed a new claim. Sent a technician out12/3/24. 5 weeks! Said we need a new motor.Warranty company said they were not obligated and would not replace it again. Called Havertys and was told that they would look into it and that they would back their product. Received a phone call this morning, 1/8/25, from Havertys and was told that there was nothing else to do.There is still well over a year left on warranty. Havertys confirmed that the warranty company only has to replace the motor once. If they then told me that they would back their product, why am I sitting here with a worthless warranty and an expensive broken chair?Outrageous!Business Response
Date: 01/09/2025
We will reach out to customer for resolution.Customer Answer
Date: 01/09/2025
This response is very vague. It feels like a snub.
when will they reach out?
what happens if its after the 7 days?
Business Response
Date: 01/13/2025
We will follow up with customer for resolution.Customer Answer
Date: 01/16/2025
Again, this is a very vague response. If I accept and never hear from them, then what.
Somebody from Havertys did call and left a message that they would repair the chair. However, no contact information was left.
if I accept and nothing is done about this, is the case still open?Business Response
Date: 01/17/2025
**************** reached out to customer and provided contact information.Customer Answer
Date: 01/18/2025
Havertys reached out and is trying to rectify the issue.
Customer service ordered a motor and was told it would be a mid February delivery after which they will then schedule installation.
Will not accept any resolution until the chair is fixed.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.