ComplaintsforHavertys Furniture Company

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this sofa in 2016 from Haverty's in ***** *****. Within 2 years I was contacting them telling them about problems with the sofas surface. This was supposed to be a leather couch and they charged me over $2000 for it. However, it began to become discolored and the seat cushions as noted in the pics split open. Which according to a upholstery expert with over 45 years experience stated should not be possible. He also said to repair it would cost more than it's worth. This company brags about their guarantee. But since 2017 until now they have refused to honor their guarantee. I want either replacement seat cushions or the amount it would cost to repair the sofa.

  

  Business response

  02/20/2024

  Havertys will contact the customer. Thank you.

  Customer response

  02/29/2024

   
  Complaint: ********
  
  I am rejecting this response because: In regards to prior claim #******** This company contacted me and we made an agreement for $500 however, as of a week later they have not lived up to their agreement.
  
  Sincerely,
  
  *****. *****

  

  Business response

  02/29/2024

  Hello, allowances take 7-10 business days to process. This was approved on 2/21. We ask that the customer give the whole 7-10 business days to process the payment. Thank you.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased furniture from this business on or around 09/19. I had began to notice discoloration of both nightstands and submitted a claim at that time to only to receive a denial. I have been desperately seeking ***** because I thought in good faith that I was purchasing a top rated furniture. I have used the furniture cleaner from Guardsman to no avail and within the last year noticed the discoloration and subsequently burned a candle on the nightstands and during that I noticed a burned area, and filed another complaint. I spoke to a representative from Haverty and was told that someone will contact me but no response. People want to know that when purchasing a product that it stands the test of time but NOT THIS FURNITURE. Please advise

  

  Business response

  02/20/2024

  Hello, Havertys would like to follow up with the customer when the phone number, first/last name, or email address connected to the purchase can be provided by the customer. The following information connected to this complaint does not allow us to locate the customer and/or purchase. Thank you.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a couch, love seat and recliner for over 3800 dollars.  I have no issues with the couch and love seat however the recliner is damaged.  I noticed this the day after it was delivered and called the company for a replacement.  After waitiing weeks for a response they told me that they had a 1 month warranty on their furniture.  I have documents to show that there is no mention of this warranty.  The recliners metal rubs together and when I sit in it sinks all the way.  I have made a number of calls with no resolution.  I constantly get the run around.  I made them aware of the problem immediately and they have done nothing to help me.

  

  Business response

  02/15/2024

  Havertys will contact the customer. Thank you.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a recliner from Havertys on January 29, 2023 and on October 2023. I noticed the leather on the seat was breaking down. Havertys sent out a technician who told us it was scratches but it was obviously not scratches. So they sent out a technician the end of December who said no its not scratches. It appeared to her that the leather had not been pulled tight enough when it was manufactured and thats why it broke down so quickly and she was going to recommend that they replaced the piece of recliner. When I hadnt heard anything by 1 February I called and inquired and was told that it was declined that both technicians had said that it looked like in-home damage, which is not what I was told at all by the second technician. I tried to escalate this and speak to a manager, but they refused to give me anything to resolve this issue. They said they couldnt order the piece because it didnt exist. It was out of stock and would never be back in stock and they said they were only doing that out of a courtesy. They told me to go back to the guardsman gold plan warranty but theyve already told me it wont be covered because it happened less than one year. The $2400 piece of furniture should not break down in nine months. There is no excuse for that and I would like to have it replaced. I dont know what the second technician put in the report but I do know what she told my husband and myself and that it was not our fault we had not damaged it. My husband is 60 years old and he looks sitting in it in sweatpants. I dont know what else we could do. Its not like hes jumping on it , I was under the assumption that he could sit in it. Please help us if you can.

  

  Business response

  02/14/2024

  Havertys will contact the customer. Thank you.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased furniture a little under 4 years ago. Many items. Over the last three years we have had several quality issues. Some of the furniture we purchased we purchased the extended warranty due to the cost. Most of the furniture such as the recliner and bar stools have had constant quality issues but are past there warranty. We will end up throwing them out. You would think you would get quality furniture and service but after the sale its like pulling teeth to get them to move or cover their own furniture. The high end mattress we purchased has started to sink in in spots and incredibly uncomfortable to sleep on. We called due to a ten year warranty and they sent a service guy out and he threw a string across the bed and you can clearly see where the bed is pushing up in the center. The divets that have sunk in where you lay are visually noticeable. After the tech left we were told it would be about an hour. After waiting all today I called before they closed and was told that the mattress was fine and had to have an inch and a half before it would be considered. Currently its at an inch. Keep in mind this is a warranty we paid for. Of course i got heated and told them Im not going to stop and just accept it. That the bed was hurting my wifes and my back and is sinking in to much. They said they would send out another tech. Instead they called today and said they will do nothing about it and it is what it is. They wouldnt reschedule and the manager hasnt pair enough to call or the service manager. You would be better off going else where than deal with these less than honest people. I want them to honor their warranty and will continue to see this through including court if needed. The mattress is defective along with the recliner which is peeling in under 4 years. It will simply have to be thrown out.Any one reads this youve been warned that Havertys is little better than a junk consignment shop. They seem as close to cons as the law will allow.

  

  Business response

  02/01/2024

  Hello. Havertys will contact the customer. Thank you.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased our couches about 2 years ago. I didn't realize that after 18 months, my interest will be added to the total. When contacting the company for a copy of the signed paperwork, for myself to see a copy of the signature and terms and conditions, I was told I would receive it within 40 days. 2 days later, I received a nice little letter, saying our application can't be found or given. At this point, if you can't provide me proof of purchase, then I shouldn't be obligated to pay the rest of the amount.

  

  Business response

  12/06/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a bedroom set a month ago. It took them 5 attempts to deliver one of the nightstands undamaged. On the 5th attempt while moving the night stand in they ran it into our new bed frame damaging it. Throughout the whole process I was told I'd be contacted by multiple people including store manager but never did. So many regrets going here. Go literally anywhere else.

  

  Business response

  11/20/2023

  Hello, Havertys has been in contact with the customer. Thank you.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2021, my husband and I purchased multiple pieces of furniture totaling approx. $7,300.00. After some persuasion, we also purchased the Guardsman Gold Plan to have a peace of mind since we were spending so much money on the furniture items. On 9/24/23 i had an incident where my dog simply jumped on the sofa and the sofa seam came undone exposing the inside cushion/foam. I filed a claim with Guardsman on 9/25. It took almost 2 months for Guardsman to send a technician out to evaluate the sofa damage. I was told by the tech, the sofa was not repairable, as it would cost more to repair it, than it would to replace the sofa. I did not hear anything for a couple weeks. After many phone calls to Haverty's and Guardsman, i was told that a replacement part is being ordered for the sofa. I was told by Haverty's that they will "try to expedite the part" since it has already taken so long to get some resolution. Now, I am being told by Haverty's it will take 4-6 weeks for the part to be delivered, and there is no way to expedite it. Once it is delivered there is no telling how long it will take to have the tech come out to make the repair (it took 2 months just have him them come to evaluate it). The amount of time this has taken is unacceptable and the sofa should immediately be replaced. The quality of the sofa is terrible. The holiday season is coming up and after spending our hard earned money on a sofa that's a little over 2 years old, we will not have any sofa to sit on during the holiday season. Haverty's is promoting and encouraging the sale of the Guardsman plan which is a warranty company that gives you the run-around, will not answer any questions and is basically a scam. This is Unacceptable and i feel that Havertys' should immediately replace my sofa.

  

  Business response

  11/13/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went to Haverty Furnitute in ****************, ** on 8/24 to pick our dream furniture for our new house being built. We had to put $1,500 down to be able to special order the custom fabrics that we selected. It was a great experience. We were told, at that time, that we could use our Synchrony card and have the 36 mo interest free promotion. We went through the whole experience with that expected. We are closing on said house in a few days and called the store to complete the payment process and was told no. We are unable to use our Synchrony Card now because Haverty's policy changed two weeks ago. We ordered the furniture under the pretense that we could pay using our Synchrony account. The store forwarded us to call the ***************** which we did, only to be told "sorry, find another payment option or open an Synchrony Haverty account." We can't have our credit run to open a new account due to home closing and now our dream furniture sits in a warehouse. I can not understand how we were not notified of the changed policy. We should have the ability to use our Synchrony card due to the fact that your policy was different on 8/24 when the transaction was placed and furniture order. I am horribly disappointed in this company.

  

  Business response

  10/18/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 3/2/2021 is when I very first purchased the warranty for my furniture, there was an issue with it and then it had a hole on the furniture so then they allowed me to get another set. Then I thought it was a good company so I paid an additional $400 dollars for the warranty on the new furniture. I called and advised that there was an issue, they never sent out a service tech but denied my claim. I am a very clean neat person who takes cares of my furniture the treading broken which it have paid it, I reported it as soon as I noticed the damage I paid too much money for the furniture, it's leather everywhere the body touches, and it's only located in one spot. They denied my claim. It's not my fault if the furniture is defective. I want it repaired or replaced, this is something that's not my fault. If my request is not honored I will be seeking an attorney, this is not right to treat a loyal customer this way. The lady was rude and was told me that it was an intentional act when the only thing I do is sit on the sofa, which is what it was made for. I want the right service that I deserve, I'm at an old age, I don't have any young children. I Just want the the furniture problem corrected, only requesting for the service that I paid for. I want the furniture repaired, replaced, or I would like a refund. There is no reason that the furniture that I paid so much money for and supposed to be leather is breaking less than 2 years. I need this issue resolved as soon as possible, I was promised me worry free with the warranty, and I actually paid more this this time for the second set. Please have someone contact me as soon as possible to resolve this issue. You can also reach me on my house phone **************. This is really affected me. I need this issue resolved as soon as possible.

  

  Business response

  10/13/2023

  Havertys will contact the customer. Thank you.

*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. ↩