Havertys Furniture — Local services in Fairfax

I converted my small guest bedroom into a reading and studying room. I needed a daybed with the color (black/brown) and in the style (traditional home library appearance) I am looking for. After looking at hundeds of daybeds online and reading hundreds of reviews, Havertys is the only company that has a daybed that is exactly what I wanted. This is the 2nd time I shopped at Havertys, and amazed that even though it has been years since my first purchase, the customer service continues to exceed my expectations. The items I purchased were not available at the store. Knowing the high quality products and excellent customer service Havertys provides, I felt confident that Havertys will take care of any issues I might encounter. I ordered the Ashebrooke Youth Daybed and Brubaker Mattress both twin size. The daybed will be used like a couch with plenty of room for my 2 little pups. About a week after I ordered both items, I accidentally discovered that both went on sale. I e-mailed the customer service, and the representative responded within 24 hours informed me that they reviewed my order, matched the sale price, and issued a credit. The credit showed up on my credit card account within days. I love that the entire process from e-mail to credit was so easy and required minimum time from me. This morning, 3 young men from Havertys delivered the items. They were very professional, friendly and polite, which made the entire delivery experience enjoyable. Being a helpful person, I helped them gathered the empty boxes while they set up the bed, and they were so polite and appreciative - thanking me each time they see me doing something to help them. When I picked up a piece of wrapping that they missed, one of them noticed, reached out his hand and offered to take it. It is so refreshing to interact with people, regardless of who they are and what they do, who are well mannered, something that is lacking in society today. Their polite, friendly and positive attitude warms my heart. I usually shopped at Belfort and Havertys. Belfort offers good customer service to an extend, when comparing to Havertys, Havertys' excellent, above and beyond, customer service tops Belfort multiple times. With Havertys, I never have to question about the products I buy from them or worry about what kind of customer service I'll get for each purchase, at least from my 2 experiences. No matter how much I spend at Havertys, their excellent customer service is consistent. Thank-you, and I will definitely continue to shop...

We love the furniture we bought, and the staff at Havertys in Fairfax was easy to work with and never pushed us to buy any of the furniture we were looking at. They were very patient with all of our visits and in answering numerous questions.

Our situation was that we were buying furniture for our new home. The items were: large sofa, recliner, large swivel chair, two end tables, large coffee table, dining room table with eight chairs, and a large area rug. About $15,000 worth. Since our new home was about 250 miles from Fairfax, and therefore out of the delivery area, we worked with Havertys to have the items delivered to our old (then current) home. Havertys did a great job in timing the delivery of the furniture fairly close to our move date and then moved with the rest of our household goods.

As we were making purchase decisions, we were always encouraged to buy Guardsman Protection for everything. Guardsman is a separate company from Havertys. It was pitched as a great way to service problems with the furniture, such as stains or defects, and if needed any of it would be replaced. It came across as very easy to get done. The entire time Havertys knew we were moving 250 miles from their Fairfax store. What no one bothered to tell us was that if Guardsmen cannot fix a problem/stain etc. on a piece of furniture they also do not deliver to us any replacement furniture. We have learned through a manufacturer’s defect on our rug that 1) Guardsmen does not cover this since it is a manufacturer’s defect and 2) we had to rent a truck, put the 12x15 defected rug into the truck, drive it to the closest Havertys 250 miles round trip to North Carolina, and make the exchange ourselves. We were reimbursed for the expense of this but the sales pitch for Guardsman made it seem like they take care of anything and everything which was not true. In fact, if we have any problem with any piece of the furniture and it has to be replaced we are responsible for making that exchange. Had we known this, we would never have spent the money on the Guardsman Protection. We felt the staff there should’ve been upfront about the consequences of being out of their service area before pitching Guardsman Protection...

I am giving these two stars because the sales person who worked with us was amazing! The rest of our experience with the delivery and main customer service departments has been deflating! We bought multiple items early July and now is mid November and we still do not have all the items! First an earlier delivery date is confirmed and then they keep delaying it. We understand that COVID might have slowed down the process but that is not what we are unhappy about! For every single item they have delivered, they kept scheduling, confirming, and then calling one or two days before delivery and reschedule! Your customers have jobs and can’t deal with such unorganized delivery system. Yesterday, we got a call from customer service department asking us to reschedule their tomorrow’s delivery (after we took the day off for delivery) and confirmed 8 days later for delivery. Then we got an automatic call today saying item will be delivered tomorrow. I call the store and they tell us part of the bed will be delivered tomorrow and the rest will be delivered 8 days later! Additionally, no note is left in the system from the two people we talked to at the customer service department (including the supervisor I talked to) who confirmed the later delivery for everything and cancelled tomorrow’s delivery. This means having to take two days off work and having a bunch of bed pieces sitting in the house until the rest comes another day since the main pieces needed for assembly won’t be here for another week or so (if they won’t change the delivery date AGAIN). I had to call the store again and our sales person was great like always calling and emailing everyone tonight to make sure half of the bed pieces won’t be delivered tomorrow; we shall see what happens. Apparently the standards we used to like about this brand (and shop from them for that reason) have declined a lot. A loyal but very...