Havertys Furniture — Local services in Austin

• (Five Star) Sales & Delivery Experience: Had a Great Sales Experience! Salesperson was knowledgable of the Leather Furniture and did everything to accommodate our needs. I want to make sure this is noted since I can't make two reviews.

Service Experience: Absolutely Terrible!! Bought two identical Leather Couches in July. The first one, which we use more frequently, had a defective reclining mechanism. Service technician (from Bastrop) came to look at the issue within a week of purchase. He said he would order the mechanism and replace it at my house. He ordered it and was sent the wrong part so, Haverty's decided to replace it due to the inconvenience. In October (this month), the other brand new couch with minimal use, had an issue. The recliner would not retract properly. The same technician came out to look at it and stated that the frame was broken. He stated that I would be getting a call from Haverty's letting me know whether it was going to be replaced or repaired. I advised him that the brand new couch had minimal use, since we are only three (two adults and a 16 year-old teen) in our family, and that no one ever sits on that side of the couch. He agreed that the couch was brand new and showed no wear at all. Well, over a week went by and I hadn't received a call. So, I called the local Haverty's on Lakeline and they were very helpful. The Salesperson (Very Nice Lady) looked on the account and advised me that they were trying to determine whether in was in-home damage or manufacture defect. She advised me that she would have them call me and apologized for the inconvenience. On Saturday, I received a call from Haverty's Guardsman Protection people. A gentleman advised me that my couch would be repaired and wanted to schedule a date for pick up. I asked why the brand new couch wouldn't be replaced and he advised me that the Service Tech had deemed the issue to be in-home damage, in other words, WE BROKE IT!! Unbeknown to me, this less-than-competent Service Technician (probably receiving extra commision for repairs) has basically claimed that we broke both brand new couches and that is the reason they were both initally scheduled for repair!!! Anyway, I complained to Haverty's Guardsman Protection people and they decided to replace the couch as a courtesy this time but will have to rely on the Service Technician's decision in the future. WE ALWAYS TAKE CARE OF OUR STUFF, INCLUDING FURNITURE, AND ABSOLUTELY HATE THE FACT THAT SOME IDIOT CLAIMS WE DO NOT!!! After saying all this, please keep in mind that these couches were purchased in July of this year!!

This is a huge let-down for me and my Family. We have trusted Haverty's for years and have shopped faithfully with them in spite of higher prices, however, issues like the ones I've recently had makes it very difficult to trust their Service Personnel and thereby purchase...

*EDIT - 1-10-2020 Let the buyer beware. I should have read my agreement, or at least pulled it out when I began to have a problem. Although the salesman really misled us when we purchased the furniture, we still did not read through the material provided to us. I take responsibility for that.

Haverty's did come out and try to fix my issue, even though they weren't obligated to do so. The only problem is that the resolution looked just as bad as the issue. I kind of threw my hands up in the air at that point and let it go. I appreciate the effort.

Regardless, I am definitely disappointed with the workmanship on several pieces of furniture I purchased from Haverty's. Oh well. Live and learn.

Beware of sales people selling you furniture with an extended warranty. Also, beware of poorly made furniture. I am super disappointed with Haverty's. We purchased 2 full rooms of furniture from them with an extended 5 year warranty. Our salesperson advised that short of taking a knife and stabbing our furniture, everything was covered... INCLUDING wear and tear. And if they couldn't fix it, they would replace it. This is not the truth. Over the months after purchasing our dining set from Haverty's scratches started to appear in the finish of one of the benches.

I contacted Haverty's just around the 1 year mark and said to myself... this piece of furniture has not faired well for just 12 months old. I contacted Haverty's who came out and advised that they could not fix it and to contact the insurance company, "Guardsman". I contacted Guardsman and they denied my claim because it happened over time.

I contacted Haverty's and they advised there was nothing they could do to make Guardsman cover it. I expressed my dissatisfaction and disappointment. They advised that they would see if they could review it and do anything on their end. A week later, I receive a call saying that they cannot.

That's unfortunate, Haverty's. We are moving in less than 30 days and I have a new home to furnish with 4 additional rooms. Your loss. I will not shop...

Back in 2016 my husband and I bought some living room furniture. Over the years the seat cushions began to be less than comfortable. We did purchase the Guardsmans Gold Plam. I put in a claim to Guardsman in February for new seat cushions. However, due to supply demand they are unable to provide replacements, so Haverty's Customer Service, Kesha Bailey, reached out to me regarding a credit on the furniture. She was very helpful, professional, and knowledgeable regarding the process. She walked me through each step to ensure I fully understood what to do. Upon arriving at the store we were greeted by Raul Alvarez. He was very understanding and helpful as well. I was not returning or getting a credit for my ottoman, so the room needed to be built around it. He retrieved the ottoman and moved furniture around so I could get a better understanding of how it would look with the new pieces. He helped me to find a rug, and moved furniture, again, over to the rug to see how the pieces would look together. Mr Alvarez suggested that we work with the store Designer Valeria Ramos to see how the new pieces would look in my house. She provided input to help decide that one of the chairs upholstery did not match other the ottoman, so she helped me to decide on two of the other chairs. Now it was time to input all the information into the computer and check-out. Due to the credit and the way it was in the system, it took a little more work. The store manager James Alvardo and Glynnis A were both very helpful. The made sure that the prices were correct, and let me know the delay for delivery due to being out of stock. Overall, from beginning to end of my process, everyone was knowledgeable, professional, patient, polite, and helpful. I did purchase an additional Guardsmans plan as it was the best purchase I've every made. I'm thankful to all the employees involved in my new purchase: Kesha Bailey, Raul Alvarez, Valeria Ramos, James Alvardo, and Glynnis A. THANK...