Havertys Furniture

Our only recourse was to send it back or take another 10% off and a service tech visit. Again we loved the desk so decided on the latter. Big mistake. We never got the service tech visit. On top of that Guardsman said they wouldn't touch it since it was a mistake made during delivery. I received an e-mail from Havertys' Customer Service about making things right. I told them I just want the service tech guy to come out like they promised. They never returned my e-mail. I had to pay $150.00 out of my own pocket to get it fixed. Poor customer service. Won't go back.

At the Havertys price point, I'm not ok with cutting apart and sewing in replacement fabric, and not sure who would be. Replacements were not available in-state, per the customer service rep on the phone so it would be another month before delivery. I could keep the damaged and used items with a 10% discount on the affected units but agreeing to a void on the warranty for the entire purchase. At this point I asked them to come get their sectional and refund my purchase and today they did.

If this is how Havertys stands behind their products God help their customers - broke my family's trust completely. The On-Time delivery was not - scheduled for a mid-day arrival and showed up after 6 pm. Replacement of the used and damaged sections was switched for a "service" call leading to another day off wasted. The "We are done" pickup was right on time - but you might want to reconsider sliding furniture across the floor on its side as a means of moving it to the door.

I received a call a couple days later saying that they would not be replacing the mattress that it was not a defect on the manufacturer. I proceeded to ask them what constitutes as a manufacturer defect and they said it would be a defective mattress which I told them it was. That there was no way we slept in the bed that much within a year and a half period to cause it to deteriorate that quickly. I said I was not going to accept that and I would be contacting the CEO to inform him of the situation. I had to send 3 emails addressed to the CEO explaining the issue.

I received a call from customer service saying they would let me make a reselection with a 40% usage fee. So a mattress that I paid about $2600 they would let me make a selection for about $1000. I did not accept that because a mattress should have lasted at least 10 years lasted a little over a year and a half. I told them I would need to contact the BBB because that is completely unacceptable. I ended up getting a call later that day saying they would let me do a reselction for the full amount. So I thought ok I appreciate that now we will be able to get a better mattress.

I ended up paying and extra $500 to get a different brand. We went made our selection and I waited about a week for it to be delivered which is just fine as long as we we’re getting our new mattress to actual be able to sleep I was good. It was delivered and right when they unwrapped it there was a huge tear in the seam by the handle. And some of the threading on top was coming undone. I was like that’s ok they will just replace it I understand that happens. So we scheduled our second delivery which was today. They unwrap it there is a huge tear in almost the exact same spot. I obviously refused it.

Now I am frustrated all over again because it’s not only an inconvenience but there is absolutely no quality assurance. Customer service called and said we will just send another one. I am just so disappointed with the whole experience with this company. We just want a mattress we paid now a little over $3000 for to be what it’s worth. There was not much I could tell them. It wasn’t like they would credit me anything back. I just accepted that they would be scheduling the third delivery next week. Fingers crossed. I just do not recommend buying anything from them. I have never had so many issues and I have purchased from multiple furniture stores. So please take your time to look around. And READ REVIEWS!

We bought the 5-year protection plan, the Guardsman. After repeated solicitation asking for a service, we decided to dispute the transaction for the cost of the protection plan. I even went to the store in person to talk with the customer service regarding Guardsman lack of response for the service and they did nothing. We asked for a touch up kit because the paint on the furniture is chipping and they give us cheap dry crayons, same Guardsman and same type you can buy in Lowe's. We ended buying from Amazon acrylic crayons which not only are better quality but solved the touch up problem. At end of the story, don't buy the protection plan because it doesn't work. I doubt that in the future I will buy from Havertys, too expensive for what they offer.

In the latter part of 2022, the Omega sofa, specifically the two chairs that my husband and I sit on is crumbling. The other four chairs still look brand new. I called Haverty’s to inquire about buying two new chairs to replace the chairs that were crumbling. I was told that the Omega furniture was no longer available. I then called a leather repair person, and he asked me if the sectional was leather. He asked this because he only repairs leather furniture. I then called the Haverty Bowie, MD store and asked if the sectional was leather so that I could assure the leather repair person that it was leather before having him come to my home. I was told again by your Bowie, MD store that the sectional was leather.

My leather repair person came out and said that if he repaired this sofa within a couple of days, it would crumble again. So of course, this did not make sense to have the repair done. Maybe a few weeks later, I visited the Haverty store in Rockville, MD, I explained to them that I was hoping that they had Omega furniture because I had two chairs that had begun to crumble. They told me that the Omega sofa was no longer being sold and more importantly they told me that the sofa was not leather.

I then called the Bowie store again and they again told me that the sofa was leather and that this was information given by the manager of the store. I told them that the Rockville store showed me on their computer system that the sectional was not leather. So, the Bowie store called the Rockville store and then they finally admitted to me that the sofa was not leather. Now it is 2023, and I told the Bowie store that I would have never bought this sectional had I known that it was not leather. So now I have spent $2,330 total on a six-piece sectional that I am going to have to replace. And furniture should be expected to last at least 7 years.

Initially I was offered $300 store credit to resolve this issue. I refused the offer, so I was then offered $400 store credit. I refused again and then the Bowie, MD store manager asked me to come into the store and look for something that I might like to resolve this for me. So, I did, and I picked out bedroom furniture that came to approximately $1800. She then asked me to pay out of pocket $1600 towards the furniture. Of course, I refused. Then she asked me what would resolve this for me, and I told her a full refund. She said that she did not think that a full refund would be possible and then offered $800 store credit. I refused again and told her that I was going to contact the corporate office. So, I did and was told by your corporate office on February 23, that the most that could be offered would be $1399.99 in store credit and they would take back the sectional.

This offer is not acceptable to me. I would accept an exchange of furniture that would be closer to the $2000 amount but because of all the stress this has caused me, I am asking for a full cash refund of $2,329.97, because I was deceived from the beginning of this fiasco. I can be reached at ** (cell) or ** (home). I have receipts on request.

Pamela

I bought an expensive leather sofa, and they gave me a wood care kit. I tried to exchange for leather care kit, they refused. The sofa is already sinking in the middle, I am still waiting on their action, their expert is not 100% sure it can be fixed. What recourse do I have if they don't fix it, what a mess.!. Nothing they do makes any sense, they simply don't care. Stay away from this company, once they get your money, they don't care what happens.