Havertys Furniture — Local services in Bonita Springs

I Purchased 2 IMG stress free Astrid leather recliners in mid 2018 for $1600 each. On delivery, there was some minor damage and Havertys sent someone out to make the repair. A few months later, one of the pneumatic cylinders inside the chair broke. Havertys sent someone out to replace it with a new part. There is a 5 year part warranty, 1 year labor warranty on mechanisms. On October 24, 2021, the pneumatic cylinder began leaking and the chair was unable to function. My wife went to Havertys to speak to them about a part replacement under the 5 year part guarantee. Havertys wanted to send out a repairman for $100 to diagnose the problem. They would then order the part under the warranty and would then charge me an unknown amount to be determined later once the part was installed. Knowing what was wrong, I simply wanted the part replaced under warranty and I would replace it myself ( two pins and a spring had to come off and reinstalled to replace the pneumatic cylinder). Havertys wrote up a customer service slip and said someone would be in touch with us. After calling Havertys and their customer service department and IMG ( the manufacturer) several times each, Havertys agreed to send the part. A week later, a leather pull strap arrived instead of the pneumatic cylinder. After multiple calls to all 3 venues again, the correct part was sent and arrived on Nov 13th. The original visit to Havertys was October 25th which means our $1600 chair was out of service for 19 days. I replaced the part in 20 minutes and out chair is now functional once again.

The purpose in writing this review is to say that I expect a company to better stand behind a $3200 - 2 chair purchase and a clearly stated warranty of the parts within their product. Clearly there is a supply chain issue but this played no part in the delay in getting the part. My wife got the run around from Havertys and their separate customer service department and IMG did little to facilitate the part replacement. IMG promised to get involved but if they did, I am a aware of their role.

Havertys was responsive on our first two issues, not so much on the third. Additionally, I wasn’t expecting any issues from this purchase let alone 3.

Dissatisfied customer thus my 2 star review.

FOLLOW UP COMMENT THE DAY AFTER POSTING THE NOTES ABOVE :

I was contacted by a store representative ( Kim Miles) the morning after my post above. Kim stated that she has worked in the furniture business for 32 years. She was very responsive to my problems experienced over the past 19 days. Kim listened, was sympathetic, gave me her direct contact information for any future issues and apologized for the problems we have had with the chairs and service response. Very happy that someone reads these reviews and follows up with customers. Kim stated that Havertys wants satisfied and happy customers and her contact with me was a positive step to restore a relationship with this business. Thank you Kim. You represent your...

Lori was very informative and nice. Good listener. She knows Haverty’s products. Overall, she helped to make it a good and fun experience.

Except for delivery fees, costs were discussed during the sale.

If there is anything I would suggest, it would be to discuss the delivery charges during the sale and not when we are at the register.

As for Haverty’s policies, I would suggest flat delivery fees based on distance, not a percentage of the cost of the item. This makes no sense whatsoever. The more I buy (which is what you want) the more I’m charged for delivery. Why? I’d really like to understand that.

In fact, and in the past, it’s been a deterrent for me. Meaning, regardless of whether I can afford it, the exorbitant fee would be a deal breaker.

Craig was nice enough to discount the fee $100, but frankly, I’m not happy about paying for a delivery charge at all. However, I love the pieces I got.

Now that I know about delivery charges, Haverty’s may not be a consideration for me...

Thank you......I would like to add that, I was contacted by store General Manager and my problem was resolved. We had an outstanding experience with our sales and design team, Dave and Angela. We returned to purchase additional furniture for our home office. Sadly upon deliver we noticed that leather desk chair looked used and worn. I was shock!! Especially since chair was not on sale. I immediately pulled out my receipt only to notice chair was a floor model. I called customer service twice with no results, I then called my salesperson, Dave. He promised to call me once more desk chairs came into stock. That's was 3 months ago. The chair on display in store was red, I purchased a saddle color chair. I was NOT told that the chair I purchased was going to be a floor model ergo I never saw my chair in store. As a result I could not inspect chair before purchasing desk chair. Staff is extremely helpful and very very professional, but I was mislead. Wolf wearing...