Haynes Furniture — Attraction in Short Pump

My wife and were in the market for a new sofa. After looking around at several stores we arrived at Haynes. We found what seemed to be the perfect fit: Moto Motion couch and loveseat. It has built in rear channel speakers and "butt-kicker" vibration to match bass/sub sounds (along with a long list of other cool features). We measured everything from their website. It all arrived today (more than a month later b/c it seems these are VERY popular!).First issue: couches take up quite a bit more space than measured, but what was a MAJOR issue: the sound system does NOT work with existing surround sound systems. They WILL connect through bluetooth to your TV or any BT connecting streaming device.That MAIN reason I was willing to spend the extra money for this furniture was to enhance our experience watching movies/tv/music.After delivery was completed, everything electronic seemed to work, so the delivery drivers left.It took me less thank 10 minutes to realize that the Moto system is not compatible with my Sonos system. I was more than a little surprised b/c I was very specific in my questioning of our sales guy about ability to connect the Moto chairs to my system.He said, "Absolutely!" To be clear, I do NOT think he was lying, rather he was taking beyond his actual understanding of all the variables here.I'm now at just 20 minutes after delivery.I IMMEDIATELY start calling Haynes.That was where everything really unraveled and went sideways.I was first told I needed to call the Moto company directly.I did and discovered that the people in the customer service for Moto have almost no clue as to there own products they are there to help customers with.In fact, they had ZERO idea of the actual features of the loveseat I bought! I then turned back to Haynes and their customer service.I was first sent to the area for fixing broken parts. That only took me 30 minutes on hold to find I was sent to the wrong place.While I was going through all this roundabout, I had my wife call Sonos to see if they had a "work around" for this issue.(They don't). After being sent to 3 more areas of customer service, I was finally sent to what I'm guessing is their corporate level cus. service. We are now at the 1:45 mark since taking delivery. I explained all I had been through and how these couches are simply not meeting the expectations we were sold. After telling me that I needed to go through a series of steps, I informed this nice lady that I had already jumped through ALL of those hoops, along with calling Sonos AND Best Buy's "Geek Squad". All that I found is that these Moto couches simply do not "play nice" with existing surround sound systems. What really began to piss me off was that I was being told, that even though I had been contacting Haynes only 15 MINUTES after delivery that all she/Haynes could do was send out a technician to "fix anything." There's nothing to fix! I was also told that Haynes does NOT take returns or exchanges. I could not be more pissed off at this point. I hadn't waited months, weeks, or even days after delivery. It wasn't even an HOUR! I literally started calling them mere minutes after delivery. The entirety of this situation reminds me of the stories of frontier towns of the 1800's. There'd be some "snake oil" salesman who would come to town and sell everyone he wares and then would run away as quickly as they could before anyone could complain and ask for their money back for a faulty or fake product. I spent 3 hours being given the absolute run around. Even being told that the store I bought my couches from had no one there to talk to in order to help me. The final salt poured on my wound was being told that I could email the corporate cus. service supervisors.It was only 2:30pm! When I asked to speak to said supervisors, I was told: "They're not available right now." Me: when will one of them be available? "I can take your name and number and give it to one of them." Me: Will they get back to me today? "I can't say." This...

To the Response to the review: You should communicate with each other, we were working on a resolution with Cindy Arthur Director of Consumer Services and Noel Lamendola Credit Manager and have a call set for Monday. At no point, has damaged furniture been brought up, and the floor model WAS NOT OFFERED you were caught trying to swap it. If I had not stopped it, you would have sent me the floor model without telling me. Cindy worked so hard to smooth things over, then a new person introduces a new lie to cover them.

So Krista H. in customer service... Since you are making this new story up, how did you get caught the day before it was supposed to ship, then damage the furniture after the order was already cancelled during shipping? At least try to keep a story straight, this is why everything is documented.

Check BBB and verified review sources before purchasing, and don't try near the holidays

My pregnant wife and I went shopping for a new living room set, and after multiple stores, we found one that was in stock and was comfortable for her, at Haynes. We bought the furniture with 0% financing and went home happy waiting for our furniture, which was to be delivered within the week. We have our old living room furniture removed. During the call to narrow down a delivery window the next day, we learn that furniture that was out of stock, and not being restocked. FIRST, they tried to ship us the floor model instead of new pieces, and at full price too, cause they tried not to tell us. In fact, they said they found it at another store, but when pressed for us to pick it up, we found out they would DO US A FAVOR and clean the floor model without telling us. We told them that we did not want a floor model or to open the 0% line of credit, since they did not have the furniture and it would not be good at any other store.

I went to the West Broad Haynes location and spoke with the Regional Store Manager for Haynes and the Dump Alex Malaver, self proclaimed furniture sales expert blogger/trainer, at the West Broad Street Haynes because we don't want a line of credit for furniture that they do not have, and would not be getting. His response was that the store could not and would not do anything to fix the situation other than offer to sell me different furniture. All without even the slightest effort to stop the credit line from opening.

The only option is still pay this company for furniture we don't want, take a hit to our credit and close the line, or dispute the line of credit legally.

I hope the manager in training that sat in with us learns more than how to blow off mistakes made by the company. It appears the lesson was milk every penny and disregard customer service. Where else would this mentality start if not with their expert trainer?

So now we don't even have our old furniture, and a line of credit that we have to dispute as fraud... Just in time to host Thanksgiving Dinner...

Update: Found a set at Ashley Furniture, which despite being a huge chain, was an all around better experience and value. We are still in the process of removing the fraudulent...

FALSE ADVERTISEMENTS!

If I could have a blank rating I would I saw the Chateau Emilion King at 999.00 the salesman didn't bother to tell me itwas going off sale the next day. I went back the next day and the sale was over I was not happy. I was then told yes that was for Labor Day I'll keep an eye on it to see if it goes on sale and call you well no call. Last Saturday due to the LOWEST PRICE EVER EMAIL this is from my email..."We’re dropping everything to our lowest price ever. Then you can take an extra 15 percent off that". Note everything and extra 15 percent off that lol what a dang joke. The bed was at 1229.00 NOT THE LOWEST PRICE OR EVER THE SAME AS 2 AND HALF WEEKS PRIOR AT THE 999.00! I then asked a sales lady is the 15 percent included she said yes. I was like these people think I'm stupid 15 percent was stated "THEN YOU CAN TAKE AN EXTRA 15 PERCENT OFF YEAH RIGHT! I leave the store pissed and decided to try and reach out to the Virginia Beach location searching for a home office. I instead got this sassy disrespectful customer service lady and I was nice and calm which infuriated me as I so kindly explain to her my frustration she says " ma'am all I can do is say one customer called not liking our ad" in a condescending manner! I so kindly told her I may be the only one you've talked to but I assure you I'm not the only one who wants what is advertised mind you I'd already informed her early on I was not seeking any discount but was calling to voice my opinion and feedback. I also told her I hate BAD CUSTOMER SERVICE WITH A PASSION!!!!!! I told her I work everyday helping people solve problems as a remediator I tell you a employee like her is enough to piss you off when you aren't even mad. So I get another email today that another huge sale I call a different store and the salesman says it's going to be 1159.20 and it won't be in until November December. He was nice and actually called me back with pricing. As much as I love that bed I am now disenchanted! That salesman was super nice and listened to me complain a bit about my previous experience. I would gladly buy something from him any day but Haynes has set my feelings in a terrible way. Give your customers what you state if your word is no good than you have no true value! I don't care how long you've been in business you should never stop being hungry for dedicated customers treat them like you are just opening and have everything to lose! Guess what giants do fall so be careful of how you became one use integrity or dishonesty it...