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Complaint Details
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Initial Complaint
08/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
As a Designer and past employee of ******** (in the late 90's). I recommended and have purchased many beautiful pieces over the years. Until Now... ******** is not the same company I once knew!!. They lost their integrity, their Customer Service and their product Quality has failed time and time again. Here is my purchase (all junk) all from foreign makers ...not what they advertised. They forgot to remove made in China stickers from underside of chairs. 2 (broken) Aviator Motorized Leather Recliners ($1500 each) an Area Rug $699 that is low quality did not hold up and two Marble Top bunching Coffee Tables ($300ea.) Thar are warped.. This is an on going issue, began 3 days after delivery Christmas of 2019. They couldn't come to check or pick up merchandise and then they closed almost a year..due to Covid. The Local store said I was too picky, I want to return and spend more for better. I need a chair that the foot rest stays up..duh! Take these chairs back!! Not fixed.
Business response
10/18/2021
Business Response /* (1000, 11, 2021/09/09) */ ******** will contact this customer. Thank you. Consumer Response /* (3000, 13, 2021/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not see a response from the company. Please call me at XXX XXX XXXX. We will be on the road for a funeral out of state Business Response /* (4000, 18, 2021/10/06) */ Customer has been contacted. Customer has uploaded photographs. ******** will reach out again. Thank you.Initial Complaint
08/16/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We bought the Aviator Tri-power Sofa along with the Guardsman Gold Plan on 1/20/2019. We filed a warranty issue with Guardsman 3/13/21 as one side of the recliner stopped working. A repairman came out and stated that a part needed to be ordered and it would be shipped to us directly. Incidentally since the repairman came out, now nothing works except the light. Now it is Aug 16, 2021 and we have not received the part. Guardsman states that they are waiting on Harerty to continue with the warranty. We have contacted ******** Chattanooga store where we purchased this sofa. Still nothing is happening. We still have a sofa with one side reclined, the other side upright, and non of the electronics working - all held up by Harertys *********.Business response
09/08/2021
Business Response /* (1000, 9, 2021/08/26) */ Havertys will contact this customer. Thank you.Initial Complaint
08/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
****** is an understatement. Earlier this year we ordered a sofa and swivel chair from you guys! We were very excited as this was ********* for our beautiful new home and for our sunroom. You guys had told us there might be a delay but nothing like what we have experienced. This order was placed on Feb 15 and we still don't have the SOFA! And multiple times when I reached out to you guys, you blamed it on the manufacturer. It's great that you can do that but you guys have responsibility here as well. Customers should not have to wait this long for a SOFA! And when asked about cancelling the order multiple times you guys refused saying since it was custom we couldn't. It would be one thing if the sofa was already made but obviously we have not received it and it keeps getting delayed so it has not been made. And every time I ask when it will come. NOTHING! I'm just supposed to sit around on the floor? And no offer of discount or anything. ****** OFFBusiness response
09/28/2021
Business Response /* (1000, 8, 2021/09/15) */ Havertys is working with the customer. Thank you.Initial Complaint
08/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 27th, 2021 we purchased a Newport Counter Height Dining Table with 8 chairs and the matching Newport Server Hutch for a total of $4,687.15 from the Haverty in Frisco, TX. During the purchase, we were informed that the Guardsman Gold warranty would cover any sort of accidental damage at unlimited amount of occurrences for the length of the warranty. So we opted to purchased the Gold Plan for $449.99 with a $299.99 delivery charge. Its was delivered on July 15th, 2021. During the delivery, there was a large 8" scratch along with another minor scratch to the table top. Several of the chairs are wobbly and they scuffed our floor during the delivery. The original sales person argued with us over the phone claiming she never said anything we called her out on. The Store Manager sounded surprised when I told him the chairs are uneven as if its my floor that's off. Guardsman said they cant fix the scratches and they would have to replace the table thus voiding the warranty.Business response
08/18/2021
Business Response /* (1000, 5, 2021/08/18) */ ******** will reach out to the customer. Thank you. Consumer Response /* (3000, 12, 2021/09/02) */ You did not give me adequate time to respond as Haverty didn't have a technician available until recently. Haverty did not correctly repair the wobbly chairs. They did in fact replace the damaged table. The repair tech argued with me about the wobbly chairs stating it was the floor that was uneven. He stated that they are made in a factory so everything is made with precision and its impossible to be uneven. I placed the chairs on my marble countertop to show they were still uneven and he finally agreed. I then asked how the chairs came uneven and he basically redacted his statement about precision from the factory and stated they cant make everything even all the time. All he did was exactly as I would suspect he was going to do which was placing felt pads under the uneven legs to level everything off. What's worse is that he asked me to help him. Additionally, there was a scratch in one of the chairs that I would have assumed occurred during delivery. I showed him and he stated it was an easy fix. I walked away and began smelling paint in the house. I came back and found that he has placed the chairs on its back on my kitchen counter and was using a spray can to spray the scratch. I asked him to not use an aerosol based spray can especially in the kitchen to which he replied he was already finished. In the end, the chairs are still uneven and the felt pads will eventually wear or fall off as they are only held down with double sided tape and I am left with a $4,300 dining t Business Response /* (4000, 16, 2021/10/04) */ ******** will contact this customer. Thank you.Initial Complaint
08/13/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a couch from Haverty's in March and was delivered late in May due to issues with suppliers. The couch was defective, with seat cores that were sunken in and dented. In October, I spoke to customer service who said they would immediately solve it. They didn't do anything until January. I called back and they let me know they are unable to move forward until a technician comes out to confirm. He came out to the house and confirmed that all of the seat cores were incorrect and they needed to be replaced (seat cores are the only functional part of a coach). The individual also said he would order new fabric. Every month from January to August I was promised a 2 week timeline for the cores. Finally in July I was told they were on the way, only to be canceled bc they ordered the wrong cores. Then on August 12, they installed the wrong cores and mistakenly didn't order the others. The technician also broke the fabric of the main seat meaning it is broken and has an exposed core.Business response
09/30/2021
Business Response /* (1000, 5, 2021/08/18) */ ******** is working with the customer. Thank you. Consumer Response /* (3000, 7, 2021/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have denied all requests and said it will take minimum 48 weeks (almost 1 year) to fix the problem. It is their fault that their technician broke the couch and it is their fault they didn't properly order the replacement parts when they said they did. The only solution is a refund and to fix the problem. Business Response /* (1000, 16, 2021/09/20) */ ******** has cancelled this order. Issue has been resolved. Thank you. Consumer Response /* (3000, 18, 2021/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The did not cancel the order and it has not been resolved. They will not provide a refund unless I return the defective couch. They will not provide a new couch for 48 weeks. I've had a defective coach for almost 2 years under the false pretenses that it would be fixed. They failed to order the correct parts & then they broke the couch when trying to install 4 out of the 10 necessary parts. They are culpable here and must refund for a defective product. We do not trust that the company will refund even after picking up the couch after how many times they have lied up to this point. Business Response /* (4000, 20, 2021/09/21) */ ******** will contact the customer. Thank you. Consumer Response /* (2000, 22, 2021/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
08/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 4/17/21 we bought a sofa from Haverty's *********, 2600 Opitz Blvd, Woodbridge VA, XXXXX for total price of $2690.98. Estimated arrival was 3-6 weeks. Almost 4 months later, the sofa is still not available for delivery. Repeated calls to Richard Duffour, the sales consultant, have simply resulted in later arrival dates, without apology, any level of courtesy, or a refund offer. We think we deserve either 1)The sofa we paid for, preferably with a partial refund; or 2) a total refund so we can buy from someone more trustworthy; and 3) an apology with either 1) or 2). This store gives the strong impression of not caring once they have your money.Business response
08/23/2021
Business Response /* (1000, 5, 2021/08/10) */ ******** will contact this customer. Thank you.Initial Complaint
08/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
2 weeks ago I purchased a dresser, mirror nightstand, headboard and 2 sofas from the outlet store in Cocoa. I signed a document under my salesman Joes direction stating there was no damage to the furniture. There were no tags stating I was purchasing the furniture as is. After I paid for the furniture I was given a sales receipt. When the furniture was delivered I noticed it was damaged so I asked the delivery men not to leave it but they refused to take it back. I have gone round and round with customer care and they refuse to do anything. The sales slip says in small letters sold as is, but i was not given that until I paid in full and it was folded up by the store clerk and placed in a folder. I was also told I had 3 days to decide if I did not want the furniture once it was delivered. One of the pieces had a large sticker over a large gash in the top of the dresser. I have been a faithful customer for over 15 years and referred others to purchase from ********.Business response
08/23/2021
Business Response /* (1000, 5, 2021/08/10) */ This issue has been resolved. Thank you.Initial Complaint
08/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Ordered and paid in full a sofa and ottoman from Haverty's on 2/13/2021 (Order/Sale # XXXX-XXXXXXX). We were told that it would be ready for delivery in 13 weeks (May 15th, 2021). Haverty's missed that delivery date, and did not contact us with any update. We reached out to the store in June, and were told the "updated" delivery date was now "early July, 2021". That date also came and went without a word from the store. Contacted the store on 7/31/2021, and was told that the "estimated delivery date" is now "sometime in late August". Our receipt says that "Custom orders may take approximately up to 13 weeks". We are now at 25 weeks since the order was placed and paid for. Haverty's had no problem taking $1624.00 from me at the time of the order, money that could have been earning returns in the market/interest during the last 6 months. Requesting prompt delivery, refund/store credit for their $149.00 "Top Drawer Delivery" charge, and store credit of $229.00 for the Guardsman Gold Plan.Business response
08/23/2021
Business Response /* (1000, 5, 2021/08/04) */ ******** will contact the customer. Thank you. Consumer Response /* (2000, 7, 2021/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Kim Davis from Haverty's Cool Spring reached out via phone call on 8/4/2021. Received commitment from the store that any further changes in delivery date will be promptly communicated. I am grateful for the response from Kim and the store to resolve this issue. We look forward to receiving the product soon. Thank you.
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Customer Complaints Summary
177 total complaints in the last 3 years.
44 complaints closed in the last 12 months.