Complaints

This profile includes complaints for Havertys Furniture Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Havertys Furniture Company has 92 locations, listed below.

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• 

  Havertys Furniture Company

  780 Johnson Ferry Rd NE Ste 800 Atlanta, GA 30342-1434

  
• 

  Havertys Furniture Company

  3679 Roosevelt Blvd Birmingham, AL 35235-3193

• 

  Haverty's Furniture

  2000 Tamiami Trl Unit 225 Port Charlotte, FL 33948-2135

• 

  Haverty's Furniture

  11798 S Cleveland Ave Fort Myers, FL 33907-2863

• 

  Haverty's Furniture

  1000 Immokalee Rd STE 50 Naples, FL 34110-4802

The 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:07/22/2023

  Type:Service or Repair Issues
  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 made a furniture purchase from the Havertys location in *********, ******** on 5/22/2022. The salesperson ********************* explained the importance of purchasing a Guardsman furniture protection plan to protect my investment in case of damage to my furniture. I purchased the protection plan per her advice for $749.99 +tax. On 3/4/2023, I submitted a claim through Guardsman due to damage to my furniture from our family pet. After carefully submitting my claim including pictures of the damage to my couch and chair, Guardsman has still not come to my home to repair the damage. I have followed up with them numerous times via phone and email. Each time Im given commitments to have someone come out to make the repair, but nothing happens. I finally reached out to the sales person Wafa at Havertys who sold me this protection plan. She told me they would help communicate with Guardsman and get someone out to my home to make the repairs. They did not follow through on that promise. As of this complaint filing on 7/22/2023, I still have not had my furniture repaired (nearly 5 months after I filed my claim!). I consider this a breach of the furniture protection contract I purchased through Havertys. Havertys took my money and their vendor has not provided the service advertised that I purchased. I want a full refund of the protection plan I purchased ($749.99 + tax) so that I can use the money to get my furniture repaired.

  

  Business Response

  Date: 07/27/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  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 purchased a service plan from Havertys Furniture 3 years ago. The plan was from a company called Guardsman. December 2022 I completed a form requesting a technician come out because the leather on the back of 1 cushion started rubbing off. In addition to that the frame was bent as you recline the sofa. It took a few months before guardsman sent a technician out to review the damage. The tech took photos and submitted them stating a new frame needed to be ordered and was the frame arrived at my home a technician would install it and repair the leather that started peeling. The frame arrived in April the technician came out 2 weeks later. The technician noticed the replacement frame was bent upon arrival and stated another frame needed to be ordered. A second frame was ordered in May. As of July 13th the second frame never arrived. No one at Havertys or Guardsman can give a reason why this is taking 7 months to resolve. In the interim I have the damaged heavy frame sitting in my dinning room. Havertys store claims we cant drop it off there yet Im being inconvenienced at my home with this frame.The entire process has been awful. The lack of professionalism from the store and Guardsman is unbelievable. Havertys was considered a store that had high quality merchandise. Not true. They sell c*** and push their service plans through Guardsman which is a big joke.At this point I want my sofa replaced or my money back. I also want this heavy frame removed from my home.

  

  Business Response

  Date: 07/27/2023

  Havertys has contacted the customer. Thank you.

• Initial Complaint

  Date:07/03/2023

  Type:Service or Repair Issues
  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.

  On 6/21/2023, my husband and I drove 1 hour to the ********* store as soon as they opened to purchase a new sectional for our 15th year anniversary. After browsing the selection, taking measurements, we had settled on the sectional of course - a leather model named "*****". We had asked the associate working with us, ******, to provide a print out estimate of the ***** sectional, modified by removing one of the armless chairs, and adding an additional console (6 Total pieces). The printed out estimate we got was for $5,885.76, delivered with a warranty.After two hours of deliberation between my husband and I, settling on the color as well as figuring out financing, we told ****** we were ready to sign. ****** then realized that he had quoted us the wrong sectional...ooops. He quoted us the "*****", a microfiber sectional, not the ***** that we asked for (and had been sitting on for over an hour).He re-ran the quote, and now the price was *******. I asked what they could do to make it right since honesty and customer care was their top priorities according to their values on their site, and he said he wasn't sure. After disappearing for 15 minutes, I spoke with the store manager, *****, who could only knock the price down to *******. ***** said she'd get in touch with her manager and call us back. That never happened. We called every other day (she was always "gone for the day") until we finally got ahold of her on 7/3/2023, and was told that she spoke with her manager and there was nothing they wanted to do to make it right, other than just say "sorry, mistakes happen, we don't know why this did".Upon review of the second quote, I realized it Still WASN'T correct... It only included 5 pieces, and was missing a console. I addressed ***** of this, and her entire attitude changed, saying that "I can understand one mistake but twice? We just aren't going to be able to do anything", like we were trying to scam them out of something. 4 hours of wasted time.

  

  Business Response

  Date: 07/05/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  Date:07/03/2023

  Type:Service or Repair Issues
  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.

  Purchase sofa in Nov 2022/ the sofa has discolored and service is attempting to repair on July 15 / I spoke with *******(stated customer service manager) and when asked for ******** senior manger she placed (****** stated senior manager) / when I ask ****** for employment titles she kept providing miskeading management titles and ****** stated just leadership. I do not want this brand sofa due to discoloration happen within 180 estimate. Please provide store credit to purchase new sofa from different brand name. Please Contact me @ **********

  

  Business Response

  Date: 07/05/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  Date:07/02/2023

  Type:Customer Service Issues
  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.

  I purchased a bedroom set on May 27, 2023 at the Haverty's location in ************. I purchased a queen ******** chest, one side table (later ended up purchasing a second), a floor model adjustable base and queen ***** iComfort CF **** firm hybrid mattress. At the time of purchase, I was told, and signed that the mattress has a Comfort Guarantee and I could return the mattress between 30 and 120 days for any reason. The mattress and adjustable base were to be steam cleaned prior to delivery, which they were not and the store lied about it and said it was, but it was extremely noticeable they were not.When my furniture was delivered on June 17, there were many issues, with every item. The delivery staff were extremely rude and condescending to my face. The mattress and adjustable base were still filthy. The adjustable base had a tear on the corner that was not present at time of purchase. The chest and side table were both damaged with several missing chunks of wood. The bedframe footboard they brought was that of a double not a queen **** They left without completing the bed frame and damaging the walls in my entire staircase, which was freshly painted the day prior.Called customer service and the store as the items were being delivered questioning the mattress size since it looked small. They stated the queen should be 60" x 80", however the item was ****" x 77". I submitted a complaint, which means I want this taken care of/returned, within their three day policy - on the 17th and again on the 20th.I have now been dealing with customer service and the store about this mattress size. This is extremely uncomfortable and not what told to me when I purchased about the size. The store is not honoring their Comfort Guarantee, even though I signed twice and the paperwork they provided said I have that in addition to a Hybrid Warranty from *****. ***** corporate told me the retailer needs to handle it, however the retailer doesn't call back and is making excuses.

  

  Business Response

  Date: 07/05/2023

  Havertys will contact the customer. Thank you.

  Customer Answer

  Date: 07/07/2023

   
  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. Please close the complaint filed on 7/1/2023. The Havertys in ************ agreed to return the mattress. Unfortunately they will not replace the item but at least they are honoring their return policy and providing a full refund. 
   
  Thank you for your assistance
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  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.

  First I would like say I have been a Loyal customer since ****. My complaint is with Havertys because they use a 3rd party Guardman Furniture Protection Plan after the store warranty is up. I first reached out to Guardman on April 26, 2023 for my sectional recliner sofa that was over $5000.00. I received the email back on May 1, 2023 thanking me for submitting my claim (********). The technician came out maybe two weeks after that only to tell me that it cannot be repaired. The emailed also stated that there is a delay ***** days from the service date. I called back to Guardman and they informed me that they have to order the part from Harvertys and Harvertys will mail the part to me then I have to call them back to send out a technician. Now I started calling ********* first but they push me back to Guardman because the sectional was no longer under warranty with them but I have to get the part from them. We are now in July tomorrow this is ridiculous. I dont know why big business take advantage of hard working people who pay there bills on time and do the right thing to the best of their abilities and still get screwed over.I wanted to write corporate office so they can know how a loyal customer get treated. I havent been a to recline my left arm recliner since April.As of today I have still not received the part from Havertys and I have not heard from Guardman.

  

  Business Response

  Date: 07/03/2023

  Havertys will contact the customer. Thank you.

  Customer Answer

  Date: 07/08/2023

   
  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:06/21/2023

  Type:Service or Repair Issues
  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.

  My wife and I bought a sectional a few years back and were told by the sales person to get the insurance that would cover pet damage. We have tried now 2x to get Guardsman to cover damage and they declined the 1st time saying we waited to long to file and are not responding to our latest claim. We have submitted countless times and even called. They said they would follow up and its now been many weeks. You can only talk to a rep on Monday and Tuesday. One time they were closed for a meeting. Another time they had to transfer me to another office. Just a runaround. I blame Haverty's for selling such a product.

  

  Business Response

  Date: 06/21/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  Date:06/21/2023

  Type:Order Issues
  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.

  Waited 3 months for furniture delivery. One month after delivery recliner stopped working, called for repair and person diagnosed problem over the phone and have to order parts. been waiting a month for parts now im told another month. paid for extended warranty but does not cover manufacture defects. Extended warranty only covers accidents in home.

  

  Business Response

  Date: 06/21/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  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 purchased furniture in January 2022 that was delivered in February 2022, at that time we also purchased a Guardsman warranty package. In October 2022, I contacted Havertys regarding tearing on a square corner and they had me file a guardsman which was denied because they deemed it to be a manufacturing issue and workmanship issue. I then contacted Havertys again because the couch was less than 1 years old and was still within their warranty. On December 5th, I was told that a replacement part was ordered (see ticket *******). I have contacted Havertys multiple times and have received rude responses from their customer service team telling me that I have had given it enough time in March, May, and now June. It has been more than 6 months and the couch has not been repaired nor has Havertys maintained any type of contact. I have been reasonable bit this is unacceptable to be going on 7+ months trying to resolve a faulty product issue. I want the couch replaced at this point because it does not seem that they care about repairing it.

  

  Business Response

  Date: 06/21/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  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.

  I MADE TWO PURCHASES FROM HAVERTYS FURNITURE IN THE AMOUNT TOTALING $5227.49 ON 4/8/23; ORDER# ****-0723937 AND ORDER# ****-0723948. MY FURNITURE WAS DELIVERED ON 4/18/23 WITHOUT THE HARDWARE TO MAKE THE **** BED PURCHASED SAFE FOR MY TODDLER TO SLEEP IN. THE **** BED SITS ABOUT 4+ FEET OFF THE ***** AND THE RAILINGS THAT ARE NEEDED TO KEEP MY TODDLER FROM FAILING TO THE GROUND HAVE NOT BEEN INSTALLED. IT HAS BEEN 52 DAYS SINCE MY FURNITURE WAS DELIVERED AND THE ONLY THING HAVERTYS HAS DONE TO RESOLVE THIS ISSUE HAS BEEN TO SEND A TECH OUT 4 TIMES TO MY HOME WITHOUT THE CORRECT HARDWARE TO PUT THE RAILINGS ON THE **** BED. MY 2 YEAR OLD'S SAFETY IS OF THE UTMOST PRIORITY AND HAVERTY'S DOES NOT SEEMED CONCERNED. THE CORPORATE OFFICE HAS BEEN CONTACTED THREE TIMES ABOUT MY ISSUE TO NO AVAIL. I WANT A FULL REFUND FOR MY PURCHASE IN THE AMOUNT OF $5227.49 FROM HAVERTYS AND I WILL NOT BE A PATRON OF THIS BUSINESS IN THE FUTURE.

  

  Business Response

  Date: 06/12/2023

  Havertys has spoken with the customer on 6/10/2023. Thank you.

  Customer Answer

  Date: 06/12/2023

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