Havertys Furniture — Local services in Arlington

Our experience with Havertys Furniture Company started promisingly with a smooth buying process, thanks to a helpful designer and insightful site evaluation. However, our satisfaction took a nosedive during the delivery phase. The delivery crew's incompetence and lack of professionalism marred what should have been an exciting moment for us as new homeowners furnishing our space.

Despite clear instructions regarding staircase usage and protecting our brand-new carpet with booties, the delivery crew disregarded these directives. Instead, they traipsed through our garden beds, spreading mulch and dirt throughout our home. Despite multiple reminders, they persisted, leaving our carpets filthy.

Although we promptly notified the office and provided evidence of the damage, their response lacked urgency and empathy. While they agreed to cover cleaning costs, their incessant requests for more pictures felt like a bureaucratic runaround.

Moreover, assurances of future supervision during deliveries fell flat when subsequent deliveries lacked oversight. In one instance, the delivery team's reckless behavior resulted in them getting stuck in our driveway, jeopardizing our landscape and property.

Despite promises of a supervisor contacting us to address these issues, a week has passed with no communication. For a substantial six-figure purchase, this level of service is unacceptable. Haverty's Furniture Company must prioritize customer satisfaction and operational excellence to salvage...

During the massive snow storm of 2020 we had a small house fire. Our sofa caught fire due to an electrical short with all the on and off power. Technically destroyed our sofa but luckily our house was spared any major damage. Needless to say we had to buy a new sofa on top of dealing with all the challenges of no power and busted water pipes. We've had good luck with Havertys in the past and in fact the piece that we were replacing was a 7 year old section from Havertys that was in great shape. Had a ton of life left in it. Our sales person Lauri was great, helped us find a unit that was in stock. Made a fair deal and was delivered 2 days later. Quick in, quick out and had a fast resolution. After the delivery, it all fell apart. This one section of the sectional has been a disaster. 2/22/21 they sent an entire sectional with this piece the wrong color. 3/12/21 we get the correct color 3 days after the correct color is delivered, it breaks, wont recline. 4/8/2021 they send a person to inspect, order parts. 5/1/2021 Repair man shows up, says the frame is broken and it needs to go back to be repaired. Nope, I want a new replacement. Today, 5/11/2021 they show up to replace the piece and they have the wrong section of the sofa. The wrong end.

I realize things happen, I get it but this is less than 2 months and so many screw ups over one piece. Needless to say this will probably be out last trip...

We have been loyal Havertys customers for over a decade. They always provided excellent customer service and were pleased with our purchases. However this year much to our disdain Especially with all the other furniture stores that we could shop at I have been given the run around to the point of much dissatisfaction and disappointment. We purchased an expensive mattress that in less than a year has become lumpy and very uncomfortable. I have had to reschedule numerous customer service appts due to their staff and when I finally had their rep over in Oct he had advised me that his manager would be calling me to discuss our replacement options. Never got a call, I finally called customer service where I was advised that my lumpy mattress did not have enough damage to be replaced. I wholeheartedly disagreed. I had called in my complaint since earlier this year which made the mattress Under a year old how can that be? I then called manager at Arlington location and was pretty much given same story. How can a store of this caliber not want to take care of a loyal customer? I’m still paying for the mattress and every time I wake up with an achy back it reminds me the disappointment with this store. I plan on closing my credit card and moving on....