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Complaint Details
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Initial Complaint
11/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
An order was placed with Haverty's, *********, *** 5/11/2024 for furniture for a bedroom. Items were delivered minus the bed headboard; therefore the bed could not be setup. Despite numerous telephone calls and emails, to Haverty's requesting a delivery date for the headboard, Haverty's cannot provide such a date as of November 2, 2024.
Business response
11/04/2024
The store will reach out to the customer for resolution.Initial Complaint
09/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a person who needs a special powerlift chair. My girlfriend bought a Powerlift chair from Havertys **************. We also took out an extended five year maintenance policy that the havertys salesmen pushed on us and we paid $300+ for the five year policy.When haverty was called they instructed us to call Guardsmen who the maintenance policy was under.They didnot honor the five year policy and had too many excuses on procedures that we had to follow and because we didnt follow this disqualified the $300+ policy. We had officially three more years on a paid in full policy for guardsmen maintenance The Powerlift chair squeaks while lifting and needs adjustments or WD-40.Business response
09/12/2024
Hello, at this time Havertys does not have a customer account that reflects the following purchase using the customer information provided. Please have the customer reach out at their earliest convenience. Thank you.Initial Complaint
08/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Complaint Details On 9/17/2023 I purchased a ********** Ultra mattress in King size, brand name ******* and ****** which is a brand owned by Tempur Sealy, for $3923.61 including delivery, From Havertys in *****************. My sales receipt number is 1009-4179158. This mattress is the top of the line extra firm option. We both have sensitive backs and require extra firm. The mattress was perfect when it was new. It is a repeat buy for us, we bought our previous ******* and ****** top of the line extra firm from the same shop more than ten years ago and it lasted much longer under the same usage. It is now now 8/21/2024, less than a year later and the mattress has lost its support where we sleep in it. It is sagging when we lie on it. We are both under 200 lbs and the mattress is only slept on roughly 70% of the time. I called Havertys and they sent out a technician to measure the sag. It came in at half an inch. Havertys told me it must sag three times that amount to be qualify for a refund or exchange. The technician said he was not allowed to press on the mattress to appreciate the softness and sag. It is unusable now. I could accept this condition after 3-5 years or more quickly in an under $1000 mattress but I paid for quality and workmanship. It is unacceptable that you should say you offer a ten year warranty but then require the mattress to be extremely saggy to qualify. A top of the line extra firm mattress that cost this much should stay extra firm for much longer than 11 months. It is no longer extra firm. It is wearing out very prematurely. To resolve this matter I would like a refund. This was way too much money to lose for us. I did go back to ******* and ****** parent company Tempur Sealy with this issue and they say that they can do absolutely nothing for me. They take absolutely zero responsibility for the condition of this mattress. I feel that the offer of the 10-year warranty was not made in good faith.Business response
08/23/2024
Hello. Havertys will contact the customer, thank you.Customer response
08/23/2024
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
08/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a couch and electric recliner on August 25 2022 for *******. Less than 2 yrs the recliner quit working when I was in it , in reclining position, I am a 78 yr.old lady with chronic back issues and can barely walk and had to get out of this chair with it reclined which was extremely difficult. I called Haverty s and the service told me it would be ****** for service and the part would have to be ordered and sent to me with no refund if wrong part and would need to be there when service person to do repair. Didnt make any sense to me, how can I order part when I dont know what is wrong with it. So in frustration I didnt do anything for few days then my son turned recliner on side to check wires and it started working.there is obviously a short where button attaches to wire.It worked for 2 weeks and same thing happened again with me in it, reclined. This is a fire hasard and I want a refund asap.Business response
08/15/2024
Hello. Havertys will reach out to the customer, thank you.Initial Complaint
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
****** and ******* purchased from Havertys in ********** on 10/4/2023. I have had the mattress less then a year and the one side of the bed has a dip in it. I can no longer sleep on the mattress as it is causing severe back pain. Havertys came out and said the dip was less than an inch and a half and there was nothing they can do to wait 6 months to see if it gets worse. I am unable to sleep on this mattress in is unusable and it is a very large hole like dip please see pictures. The tech that came said he has never seen anything like it before - he measured a one inch dip and Havertys is saying the dip is normal if less then 1.5 inches. The mattress is unusable I will have to throw it out and start from scratch. I corresponded with customer service they told me call back in 6 months if it gets worse because it is normal to have dips the funny thing is this is the only spot there is a dip. I asked for a store credit or another mattress they said no sorry nothing we can do. This is not right and I spent alot of money on a mattress that has is unusable I would like a full refund so I can purchase another mattress. I am very disatisfied.Business response
08/08/2024
Hello, Havertys will contact the customer. Thank you.Customer response
08/08/2024
I received a response from Havertys that states they will contact me to date I have not received a call. Once they call I will be able to provide more information.Business response
08/09/2024
Hello. Havertys will contact the customer, thank you.Customer response
08/09/2024
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.
Havertys gave me a store credit for the price of the mattress I used that store credit to purchase a new mattress of a different brand. Since this was resolved I will continue to purchase all of my furniture.
Sincerely,
***********************************Initial Complaint
08/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Bad business practices, poor customer expectation management for custom orders. I ordered a custom color section on 17June2024. I have my receipt that says 'custom orders take approx. 5 weeks', I remember the rep saying 5-7 weeks (she now says 8-10 weeks), havertys website says 'most special order items are delivered in 6 weeks or less'. I paid your company $3050 for a sectional with a receipt that's says up to 5 weeks. I've called multiple times and keep getting ETAs that are further away from what my receipt and the havertys website is using as a selling point (5-6weeks for custom orders). You took my money for a product I do not have. My receipt represents a contract and my 'contract' (receipt) says up to 5 wks from 17June when I paid you. The new ETA of the sofa to the local warehouse (not MY HOUSE) is SEPTEMBER! Why does my receipt say 5 weeks, your site says 6 weeks, the rep says 8-10wks and my ETA is still later. You took my money so I expect the product when you say. I have to call multiple times to even get an update. You leave us in the dark. All of these delays and we don't know the wiser because we don't hear anything unless we call. This is not how you do business. Delays can be expected but they should be communicated promptly especially for furniture. I've been sitting on lawn furniture for weeks and every time I call havertys its another delayed ETA. False advertising ---dont offer custom options if you can't always offer realistic delivery times! Get better manufactures if you can't give us realistic dates. Still waiting and no one can give a status on the actual sofa--its probably still pre-production--but how would I know, they don't update the customers!You have my $3k+ where is my product, keep your word! You trap me into purchasing this product with false promises of a certain delivery window, take my money then play around with delivering the product and the best you can do is 10% off ($100 credit plus $199 delivery fee waived). Unacceptable!Business response
08/06/2024
Hello, Havertys will contact the customer. Thank you.Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the furniture from Haverty's once I purchased my new home. The furniture took a great deal of time as it was at the height of COVID and materials were very short in supply. I rarely use the sofa because of how it makes by entire body ache. I've been sitting upstairs on an older couch from Haverty's that's perfect!!! I've called several times regarding this issue to no availBusiness response
07/19/2024
Hello. Havertys will contact the customer. Thank you.Initial Complaint
06/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased a round cocktail on 06/26/2024 and when they delivered it on 06/27/2024 they delivererd a chairside table also but I didn't order it now they want a restocking fee of $119. He argued and told me I did order it but I didn't. I have a small house and I don't have room for itBusiness response
06/28/2024
The attached receipt is not a Havertys invoice. We have no record of a purchase from Havertys.Initial Complaint
06/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a dining room set and the guardsman gold plan January 20th, 2020 for $2,375.97. Recently I noticed some wear and tear with the table and chairs. The table has multiple chips in the paint and the chairs have stains that aren't coming out. Haverty's sent one small tube of cleaner for me to try. After trying that, it just got worse. They then sent someone out and he cleaned one spot and noticed it wasn't working so he stopped. I purchased the guardsman gold plan. The guardsman gold plan covers any accidental stains and damage to the table and chairs. Or, so I thought. I reached out to the manager at Haverty's and ********* and they aren't honoring the plan I paid $250.00 (before tax) for. I have the original documentation of the plan. Essentially they aren't doing anything to rectify this situation. Worse experience ever. Never purchase from this store and definitely never purchase the guardsman gold plan.Business response
06/21/2024
Hello, Havertys will contact the customer. Thank you.Initial Complaint
06/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My husband and I purchase a recliner section from Havertys furniture store on November 12, 2023. The purchased price was ********* . We put a deposited of $3,000.00 and financed the remainder $7,805.21. The delivery date was scheduled for December 20, 2023. In January 2024, I contacted Havertys about several of the sectional looking wore, one of the pieces made a noise, the end sofa would tilt and unhook itself when someone tried to get up. which was dangerous my grandchildren when they can to visit. There were large gaps throughout the sectional. I sent photos of the problem areas. On February 9, Havertys repairman, was scheduled to come and look at the furnitures, however, bad weather caused a delay, and it was rescheduled for around March 8, 2024. The repairman, can to look at the furniture and repair the piece that was making noise and the piece the was unhooking. They were not able to repair the broken piece because a part needed to be ordered. Another repair date was scheduled and the repairman came out and again was not able to repair the furniture, due to incorrect parts. Haverty's decided to provided me with a Brand New sectional. On June 1, 2024 another sectional arrived. I notice the bottom of the sectional looked used. It was scratched and wore and dirty. I contacted Haverty's immediately, but was unable to speak to the salesperson. and left a message. I received a call later that week. and a ticket was created for my complaint. On June 12, 2024. I received a call from someone from Havertys and was told all of the bottom were scratched and worn because it kept the furniture from sliding. My previous furniture was not scratched, worn and certainly not dirty. I believed this to be ridiculous and have never heard of such a thing. I spend $10K for new furniture and I expect nothing less. I don't want used furniture and I want it to be working properly. Sectional should not have gaps that can see through to the other side.Business response
06/21/2024
Hello, Havertys will contact the customer. Thank you.
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Customer Complaints Summary
151 total complaints in the last 3 years.
34 complaints closed in the last 12 months.