Havertys Furniture — Attraction in Columbus

Update: Changed from 2 stars to 3. Although they are still not able to deliver my couch on time, they did compensate me for renting a truck and a laborer to help me move it from the store to my house. The manager who called me this morning was very responsible and upfront with me.

Original review: I'll start by saying this, they have quality selection and nice salespeople. I was in a tight situation when I started shopping; my couch had broken on the Thursday before Thanksgiving and had to find one that was available to deliver before having people over for the holiday. The next day I started at Havertys, where I explained this to my salesperson, who happened to be very helpful. We found a couch, loveseat, and some accessories that day, which I was promised (before I paid for my purchase) could be delivered to my house either the Tuesday or Wednesday prior to Thanksgiving. I purchased $7500 worth of furniture that day, and set up the delivery for Wednesday. A few hours later, my salesperson called me and told me that they were no longer available to deliver my couch before Thanksgiving! I went into the store to speak to customer service about the issue, hoping someone with some authority could make the situation right, but they did nothing. So now my couch is being delivered to the store and if I want it before my whole family comes over for the holiday, I will have to go pick it up myself. Meaning I have to rent a box truck and also find help to move it with only 2 days left before people are coming over for Thanksgiving. So basically they promised they'd have it in my house before Thanksgiving, took my money, and then left me with an empty living room with nowhere to sit. I would have purchased from another retailer had I known they would not be able to follow through on their commitment. The whole reason I decided to purchase from Havertys was because they promised they'd be able to have it to me before the holiday...

Added Note: I suggested to the customer service agent that they hire a third-party delivery company to pick up the couch from their store and deliver it to my house at their expense, since this was Haverty's fault to begin with. I thought this was a reasonable solution to their customer service problem. They simply said "no, we don't do that". As a business owner here in Columbus, I cannot imagine letting down a customer like they did, and then not at least trying to come up with an unconventional solution to the problem that I caused. If I were in their shoes, I would make the situation right via an outside the box solution, even if it meant not making money on that particular sale. Any good business mind knows that it's more cost effective to retain a current customer than it is to establish...

Purchased sofa in summer of 2021. Salesman was friendly but as my boyfriend and I discussed the particulars (how would it fit in living room, which configuration to buy etc.), salesman insisted that the sofa would not only fit in our living room, but that we needed to buy it now. We ended up getting the couch because we liked it but nearly said no because salesman was so insistent. We bought a three piece configuration.

Original delivery date scheduled for August. When we asked for an update, the salesman let us know that though the delivery was delayed, the "two pieces" were almost in. Turns out, he had changed our three piece configuration to two pieces in an attempt to save us money but did not let us know of this beforehand. Decided to let it slide because we had now been waiting nearly 2 months for this couch.

Delivery date then got pushed back again to late September. When this delivery day finally came, the sofa wouldn't fit up our stairs because the two piece configuration was too large (but our three piece would have fit).

Boyfriend went to go to talk to Havertys in person. At that time they were helpful and worked with him to order the correct three piece configuration that would fit up our staircase. We were told that delivery would now be around Thanksgiving or shortly after.

Thanksgiving comes and goes. New estimated delivery date is Christmas Eve. Christmas Eve comes and it's not at the warehouse; new delivery date is instead February 18th.

The week before February 18th, we get an update that the couch is arriving in the warehouse in four days. Cool, finally. Today we get an update: new delivery date is in April.

How do you go from "arriving in four days" to "late April"? I understand that there are shipping delays worldwide, but that this has happened so many times is getting tiring. Especially since we were told that it was arriving in four days...and now it's suddenly not here. Is our couch arriving and then getting sold in stores?

Would not recommend this store. If you do buy from them, make sure the furniture is already in stock. Otherwise you'll get 5+ delays with no end in sight.

EDIT: forgot to add, when we had to re-purchase the 3 piece configuration, Haverty's was going to charge us an additional $1000 to re-order. They were talked down to $300 instead. I understand that it's costly to re-order a new set of furniture, but why were we being charged for a mistake that we did not make? Especially when we already had to pay...

The entire delivery process has been a complete fiasco. Was originally told that the items we purchased were in stock, and since we were painting and needing to get rid of existing furniture, just call when we were ready for delivery of our chair, ottoman and sectional. We were having a large round ottoman/coffee table customized and knew the wait on that was going to be into January. When we called for delivery, we were told nothing was available until Dec/Jan., which was completely different than what was related to us at purchase. So, we were sitting with a remodeled room with no furniture and people coming for Thanksgiving. They were going to allow me to have the floor model sofa, but were going to charge me the "new" item price, so I passed. They told me they could get the chair and ottoman to me with delivery on 11/24. I agreed and even purchased a 2nd chair at that point, which I was told they could also deliver on 11/24. Couch would not be until 12/5. This past Saturday, I started getting texts asking me to confirm the 11/24 delivery, which I did. There were emails and texts after that making it appear that all was good for 11/24. This afternoon, my husband receives a call that our chairs would not be delivered on 11/24 after all, as there was an issue with the truck coming from Atlanta. Now, it won't be until Friday, 11/27, at the earliest. So, now we're back to having no furniture at all for Thanksgiving. I'm told the delivery confirmation texts and emails are system generated. So, I guess you're supposed to confirm delivery for items that aren't even confirmed as being on the truck. And, apparently they only have one truck that comes from Atlanta, which is where the warehouse is. Wouldn't you think there would be a back up truck? Wouldn't you think you wouldn't text delivery confirmations until the merchandise was actually accounted for? This whole process is extremely flawed, but oh, they said they wouldn't charge me the extremely minimal, in the big scheme of things, delivery fee. Considering cancelling the entire order, even though I love the furniture I picked and really don't want the process of starting over. I could have rented a U-haul and driven to Atlanta myself to avoid...