Havertys Furniture — Attraction in Brentwood

WOW! What an incredible experience with Jan McDonald, Lisa Kresal, and Angie (apologies, Angie, I didn’t catch your last name)! 🤩

Short version: If you’re looking for furniture, you have to work with this amazing team. Here’s why:

My wife and I have lived in Franklin for over 20 years, and we’ve been planning to buy new couches for what feels like forever. 🛋️ A few weeks ago, we finally decided it was time. Then, life happened, and we had to postpone... until suddenly, we needed TWO couches delivered within a week. 😱

I called several stores in the Franklin/Brentwood area, asking the same questions: “Do you have couches in stock that can be delivered in a week?” The responses were mixed. We even found one place we liked, but we thought, let’s keep looking. Then, I spoke with Jan McDonald at Havertys, and WOW! She told me they had some options, so we decided to stop by.

From the moment we walked in, we were blown away. 🤩 Angie, a manager, greeted us warmly while Jan was finishing up with another customer. WOW! Angie immediately got to work, listening to our needs and pulling up options on her laptop. After just a few minutes, we had it narrowed down to two choices. Then, we saw the green couch near the entrance. WOW! 💚 We loved it but weren’t sure if it would work in our space.

That’s when Angie introduced us to Lisa Kresal, their designer. WOW! Lisa was incredible. She helped us visualize what the green couch might look like in our home. 🏡 But as much as we loved it, something wasn’t quite clicking. Lisa, Angie, and Jan (who kept checking in!) encouraged us to go home, take measurements, and think it over. We loved how supportive they were—no pressure, just genuine care.

We checked out a few other stores on the way home, but WOW—nothing compared. The options, the service, and the PEOPLE at Havertys were unmatched.

The next day, we returned with measurements and photos, still torn between the green couch and another option. Once again, WOW! Lisa patiently worked with us, using her design app to show exactly how the couches would look in our space. Her insights were spot-on. She felt more like a trusted friend than a salesperson.

When we asked Lisa’s opinion, she gave us honest feedback: while the green couch was beautiful, it wasn’t what we were most comfortable with. 💡 She explained it so thoughtfully, and WOW—she was right. It was clear Lisa and Jan truly understood what we wanted, even better than we did.

After hours of discussion, lots of measuring, and seeing the design come together on Lisa’s app, we made our decision—and we couldn’t be happier! 🎉

One last WOW: As we wrapped up, another customer walked by and shouted out to Jan about how great she was. That moment summed up our entire experience. Havertys isn’t just about selling furniture. It’s about building relationships and truly caring about their customers. 🫶

WOW! Thank you, Jan, Angie, and Lisa, for making this such a memorable experience. You’ve earned lifelong...

Please take a moment to read this review:

In the last 10 days, I have received 3 deliveries from Haverty's Furniture Store in Brentwood. Two of the three have been well past the window period. The first delivery was for Office Furniture and required setup. The delivery men were late due to what they said were "Labor Issues." They spent nearly 3-hours setting up the bookshelves when they realized they did not have the correct base for the upper shelves. So, another deliver was scheduled days later, and the delivery people finished the setup. The third delivery (today) was terribly late, well beyond the window and I asked the Customer Service people in Atlanta for the company to have the Brentwood store manager call me. Apparently, the Cool Springs/Brentwood Manager never got the message because I called her ("Christine") a few hours later to complain (once again) about the late delivery. She apologized, just as she did before but does not oversee the delivery people. That is a totally separate part of this publicly traded company.

My advice to you is this......if your time is important to you as it is to me, you may consider buying with another furniture store. Otherwise, you will find yourself sitting around your home waiting for a delivery that may be terribly late and if it comes, having the wrong furniture delivered.

On an optimistic note, the delivery representatives were all very nice and respectful. I have a sense that the inability to deliver correct furniture and being on-time is the fault of management. In fact, when I asked the delivery people today why they were late, one of the team said, "Do you want me to lie to you or do you want the truth?" I asked for the TRUTH and he said, "The manager called an unscheduled, impromptu meeting with us this morning and we were late getting out for deliveries today." So, in other words, a HAVERTY'S FURNITURE Manager decided that all new HAVERTY'S customers who took off work to be home within the scheduled HAVERTY'S FURNITURE delivery window would be inconvenienced that day with a late delivery.

Someone should ask this manager if he's in the right position to supervise others. Obviously this manager does not care if the deliveries are late as his time is more...

I went in your store yesterday to purchase a love seat that I had already been in a couple of times to see. I spoke with Erik Gray (sales associate on the floor who approached me when I came in) and he proceeded to write up the sale. He went over everything with me and was great to work with. When all was ready, he showed me the itemization of charges and I questioned the $199 delivery charge. He needed to speak with management to determine if there were any other options. He said they could lower to $149. I asked if I could pick it up in my own truck. He had to go ask mgmt once more. When he returned, he told me that picking up wasn't an option for pieces of this size. I asked to speak with the manager and then walked over to the group of people that I saw Erik going over to speak with. I approached them and wanted to confirm all the facts that I had been given via Erik. They explained the reason for not offering customers the self pick up option (which was because the furniture comes out of Atlanta and they didn't keep it in a warehouse locally). I then expressed my concern with paying that much for delivery and shared that other places that I have done business with in the past have all offered free delivery. I gave a specific example of BF Myers and a woman in the group laughed and told me no one offers free delivery. I countered with the citing of my own experience in purchasing from them and then she continued to argue with me about how she had always paid for delivery and no one does that. The tone of voice (condescending and rude) and the overtalking was just more than I could believe! I told Erik to cancel the sale and left. He called me a few minutes after I left and said that I could now pick the sofa up if I still wanted it. I thought this is so shady! I eventually decided that I didn't want to do business with Haverty's at all after this experience. When you spend $3k for furniture, you should not have to pay another $200 for delivery. Just absurd. I would not...