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Complaint Details
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Initial Complaint
04/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a couch from Havertys and was Never told I could not add the protection plan once delivered. The couch and chaise were both delivered with damage! I called to add the protection plan for the new set I am getting and they would not allow me to add the protection plan. This is very disappointing and upsetting. I will not do business with Haverty again!
Business response
04/22/2024
Havertys will contact the customer. Thank you.Initial Complaint
04/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing to express my extreme disappointment with the sectional I purchased from Havertys in April 2023. Despite being marketed as one of the highest quality and most popular pieces of furniture in your inventory, the sectional has proven to be anything but satisfactory.Firstly, the quality of the sectional is subpar. Despite minimal use, the couches have become noticeably sunken in, rendering them uncomfortable and unsupportive. Additionally, the presence of massive lint ***** all over the couch further detracts from the appearance and functionality of the furniture. I was told by a Havertys representative that this is just the nature of the material of the couch. If this wouldve been told to me initially, I would not have chosen differently. When we made the purchase, we were assured that we were investing in a top-tier product. However, the reality has been far from that promise. What exacerbates this situation further is the lack of timely assistance from Havertys customer service.Unfortunately, due to unforeseen circumstances my fiancs involvement in a severe accident we were unable to address these issues within the one-year manufacturers warranty period. Upon finally reaching out to customer service today, we were informed that we had narrowly missed the deadline for warranty coverage based on our purchase date and the amount spent.As a loyal customer, I had expected ******************** to uphold its reputation for quality and stand behind the products it sells. However, the response received today has left me deeply disappointed and frustrated and the tactics involved. I urge you to reconsider your stance and honor your commitment to customer satisfaction by addressing the defects in the sectional or offering an appropriate resolution. I believe that standing behind the quality of your furniture is not only a testament to your brand integrity but also essential for maintaining customer trust and loyalty.Price $5,000Business response
04/19/2024
Hello, Havertys would like to request an email address and/or a phone number that is connected to the following purchase so that we can reach out to the customer. The information listed on this complaint does not support the purchase mentioned above. Thank you.Initial Complaint
04/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We purchased furniture in ********************************** 2024, the mechanisms on the chairs failed and the rug underneath is damaged. We filed the claim with Guardsman and opted for store credit. We went into the store in 2/2024 to exchange and purchased additional furniture. We paid the overage in full that day using our **** credit card. Shortly afterwards, we were notified the rug was on backorder. We scheduled delivery and they picked up everything else except the rug, because the replacement was not in. The sales person, *****, told us to keep the damaged rug and they will exchange it when the new one arrived so we wouldn't be walking around on just the carpet pad. Unbeknownst to us, Haverty's charged an old/closed credit card they had on file for the full cost of the rug purchase in 2020 ($1,200+). That rug was paid off no later than 2021. They did this without our permission stating we never returned the damaged rug. So, they hit our credit, used our information without permission, and even have the nerve to charge us a late payment for the fraudulent charge. Their offer is to come get the damaged rug leaving us to walk on carpet pad until their now 3 time back-ordered rug comes in. Keep in mind the original rug purchase was $1200 and the new one is $800. This is out of a $15,000 two-time furniture purchase from them.Business response
04/17/2024
Havertys will contact the customer. Thank you.Initial Complaint
04/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a new bedroom suite. When it was delivered it was severely damaged. They offered to replace it. The replacement was damaged and was yet again offered to be replaced. The third delivery was damaged as well. When I called to get a refund I was offered a 15% adjustment of $150 of just the damaged piece and would keep the damaged piece. The customer service is horrible. I think ******* would handle this better.Business response
04/08/2024
Havertys will contact the customer. Thank you.Initial Complaint
03/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the ******************* on 11/15/2023 (as part of order #****-1298205) and I have been tremendously disappointed with Haverty's. I chose Haverty's because of their great reputation but it is clear to me that they do not stand by their products. There was a delivery issue that was never resolved. I was told that I would receive a callback in a couple days but never did. A few weeks later, we accidentally scratched the tinted surface of the table and while we were waiting for that claim to be processed by the warranty company, another scratch was noticed. Two techs were sent out but neither were able to repair it--one did not even attempt. I was offered $230 or an exact replacement table with no option to purchase a new warranty for it. I believe that the finish on this table surface is faulty and comes off too easily. If it was not a manufacturing defect, perhaps it was stored somewhere improper before its delivery. Today, I saw that there are other reviews that report similar experiences with the tinted surface chipping or peeling of this particular model. It would not be wise of me to take an exact replacement with no warranty because the surface will inevitably become damaged again based on my observations of its poor quality. I asked if I could trade this table in (since they had already offered to let me trade it in) to get a different table and I would pay the difference but I was told no. It is unfortunate that this table will continue to deteriorate quickly and serve as a reminder of the bad deal and lack of support that I was given by Haverty's. There is no point in me paying more and being sold promises of craftsmanship and customer satisfaction when it is clearly not true. I was given the impression that this company and its warranty company were top notch but this experience has proven otherwise. I am hoping that someone outside of the Haverty's staff members I've spoken with will see this and help to renew my faith in this company. Thank you.Business response
03/27/2024
Havertys will contact the customer. Thank you.Initial Complaint
03/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Poor ************** Worse Customer Service.After only two months of ownership, the recliner began to lean to the side and was visibly made with poor quality materials.I reached out to customer service about my product and the issues and they had a technician come out and order a part that would take 3 WEEKS to come in. The technician came out and repaired what he presumed to be the issue but upon installation the chair was STILL BROKEN. The technician was very rude and nonchalant about the entire process. He left with the job unfinished. Now, I have to wait ANOTHER 3 WEEKS for a DIFFERENT part to arrive. All of this is within 6 months of owning this chair.I would NOT recommend this product. Don't bother purchasing from here, take your business elsewhere.Product: **** Recliner | Purchased on Sep 3, 2023Business response
03/18/2024
Havertys will contact the customer. Thank you.Initial Complaint
03/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchase a 2 piece sofa cuddler in May 2023. Our 2 back Cushions are so depleated and lost shape in just 7 months. We paid around ******* with the warranty as well for protection. In Jan 3, 2024 we called the warranty company about the cushions and they told us that the cushions werent covered in the warranty we purchased. This warranty was almost ****** So then we called Havertys Store in ********** ** off Lakeline where we purchased and talked to Manager in Jan 2024. They told us they could send some replacements to us and that customer service would get ahold of us. Still NO response after talking to the store Manager several times. Its Now March 14 2024 2 months have gone by and still no cushion replacements. We cant sit on our sofa its so uncomfortable. We have a new grandbaby in the home and would just love to relax on our sofa but cannot.Business response
03/15/2024
Havertys will contact the customer. Thank you.Customer response
03/20/2024
Complaint: 21436504
I am rejecting this response because: I personally have not got a call from Havertys in regards to fixing or replacing my sofa.
Sincerely,
April BrothersBusiness response
03/20/2024
Hello, Havertys spoke with the customer on the account on 3/18/2024 in regard to a resolution. Thank you.Initial Complaint
03/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a sectional in 2017 from Haverty's in ****, **. Within 2,5 years I was contacting them telling them about problems with the sofas surface. This was supposed to be a "real" leather couch, I've paid over $5000 for it. However, it began to fade and the vinyl, started to peel. I've submitted a claim, that was denied, referring me to the manufacturer because it is not covered under the Guardsman Warranty. I've reached out to customer service and was told it is too late to file a claim, however I can contact the manufacturer. The Guardsman Warranty is worthless.Business response
03/13/2024
Havertys will contact the customer. Thank you.Customer response
03/19/2024
Complaint: 21423745
I am rejecting this response because:I followed their requests to upload several pictures and haven't heard back from them.
Sincerely,
*********************Business response
03/21/2024
Hello, Havertys has spoken with the customer on 3/20/2024. Thank you.Initial Complaint
03/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On February 19, 2024, I purchased 6 items from Havertys in *****, **. I was charged $199.99 for Top Drawer Delivery and provided a delivery date of March 9 which was 19 days later. I placed an additional order on February 25, 2024. The orders total over $5,000 worth of merchandise. Three days before delivery , Havertys customer service called and left a voice message stating 2 items could not be delivered until March 23. This is 33 days after the purchase. I contacted the company to discuss a possible alternative and was told this was my only option. I went onto the Havertys website and it showed the item could be delivered on March 16 which still not satisfactory was a better option than what was being offered. I have tried to follow up with the store and corporate and am not getting a response. Not receiving an item over 30 days after making a purchase with no alternative for customers is unacceptable. Havertys should offer an alternative and refund the delivery fee.Business response
03/08/2024
Havertys will contact the customer. Thank you.Initial Complaint
03/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We purchased a bedroom set from Havertys on September 2023. We did purchase the floor model however our sales lady did the (store manager) told us everything would be under warranty. We were missing one nightstand, and we were told the matching nightstand would be ordered. It was ordered however it did not match so we refused the nightstand. They reordered the nightstand and once again it did not match so we refused. Now while this is all going on we have called the store manager every week checking on the nightstand and the dresser since it is also broken. The dresser draws do not close. Now this has been escalated to the regional manager since the store manager wants nothing to do with this deal. The regional manager said he could not help us. We filed a claim in September 2023 on the dresser for it to be repaired and have heard nothing. Long story short we spent $22,161.01 on a bedroom set that is junk and Haverty's will not stand by their word. I can provide you will all the documents, photos etc... Please contact me for more information.Business response
03/05/2024
Hello, the contact information provided in this complaint does not match our records. Please have customer call ************* for further assistance or allow the customer to provide the phone number or email that is connected to this particular purchase. 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.