Havertys Furniture — Attraction in Lexington

My In-laws spent $2500 on two chairs and an ottoman today. My husband and I were there to give our opinion on what they had decided to purchase. Loved their choices. However, all purchases aside, the customer service there is terrible! The salesman was completely rude to my husband when we were testing the quality of a recliner. It was crafted so poorly, and the employee was offended that we would turn our noses up to a $1500 (on sale) recliner that had obviously seen better days. He got smart with my husband, like he didn’t know what he was looking at. I am not one to cause confrontation and I simply decided to walk to the back of the store to avoid anymore remarks until my In-laws had placed their order. I spotted two small glass boxes, mixed in with other clearance items and each had a red mark on their tag. Aside from the red line on the tags, one had a broken chain, and I assumed they were both on clearance. I took them to check out, and as luck would have it- the guy that helped me was the same one that was rude just moments earlier. He called for a manager to do an override, since the boxes were not ringing up on sale. The manager came over and asked where I had got them, and I stated they were with other clearance items (as I was pointing directly behind them, where other clearance items were) and there was a red line on the price tag for each one. So, I thought the sales guy was rude, right? The manager was a complete JERK. He did everything he could to make me feel incompetent about the situation. In front of everyone, he made it seem that I had lied about where I found the boxes. Why would I do that? My family was there spending thousands of dollars and I just happened upon these small itsms while I was waiting. Would I pay $15 for a small glass box with a broken chain? Sure, it was pretty. I could probably fix it. But $60? And cause a scene over it? Are you serious? If my In-laws hadn’t already placed their order and paid for it, I would’ve persuaded them to take their money elsewhere. To have been treated so unprofessionally by a company that one would think has a grasp on handling customers with utmost respect, since they are paying so much for their products. Unfortunately, that will be the last time that I will set foot in that store, and I hope that no one else is treated as poorly as we were. My husband and I had just discussed placing an order with them to furnish part of our basement, and now will look elsewhere. Terrible...

I would think twice before shopping here. I purchased a leather rocker/recliner for $800 “on sale” in December. I purchased the warranty as well because it was a glider rocker and I had heard horror stories about the quality. The salesman, Mark, was kind and not pushy. I was very hopeful about my purchase. By April the rocker was making a grinding sound and leaving black metal shaving on my floor. I went in to the store to see what could be done. The customer service lady was very nice and scheduled a service call to see what the problem was. The service man came out and said the bearings were bad and he would have to order the replacement parts. The part came in and it was damaged so they reordered it. The second part came in damaged so they said they would replace the chair. The delivery guys were kind and delivered the chair without incident. Within a month the chair is grinding and leaving metal shaving on the floor. I went to see customer service again. They offered to replace the chair again but I know we would end up back here again. I asked if I could switch it out for another type of rocker. They agreed but I would have to pay the difference if it was higher in cost. The only rocker they had that wasn’t a glider was more than $50 higher and cloth instead of leather. I paid the money and am waiting for the chair (which is on backorder for 5 weeks). I reached out to customer service to see if I could just get a refund for my purchase and they said “no”. That’s it…just “no”. I explained that I don’t think the quality is there for an $850 chair. It doesn’t matter. I asked “what happens if the new chair fails again?” I was told “ We will address it at that time”. I just want my money back so I can go buy a quality chair. I don’t have to to deal with this. Think twice before shopping here. They really do a good job convincing you the furniture is of high quality but when it comes down to it you are left wishing you had purchased that rocker at Costco. At least you can return it easily if there is a problem and you don’t even have to purchase...

My wife and I just left from this store and have never been talked down to in way we were here. A sales associate by the name of Rich greeted us as we walked in, and asked if we were looking for anything in particular. We are in the process off building a new home, and are looking to furnish our master bed, breakfast area, and sofa with recliner. I told him that we were interested in looking at any upholstered beds with wood accents they may have, so he pointed us to the left side of the store. After we had browsed for a few minutes, he came and asked if we had seen anything that had caught our eye. We happened to be standing in from of an upholstered bed that was only fabric, without the wood accents. So I jokingly said it was a little pricey to not have any wood. Then he told me that their furniture was high end, and my wife and I should maybe go look at Ashley furniture, or value city, since we couldn’t afford their prices. My jaw dropped and had to leave before I said something inappropriate. Our budget was $15,000 to furnish these areas. Call me crazy, but that’s not a little bit of money, and to have a person that doesn’t know me or my wife, to talk down to us in this manner, is completely unprofessional and idiotic. I will never set foot in this store, and let everyone know that their employees are rude and...