Havertys Furniture — Local services in Fort Worth

How to begin this review... If someone sees most of my reviews they will see that I am overly positive and skew towards five star reviews in over 96%of all reviews. Life is tough, buisness is hard and unless someone shades on the unethical, I am begging to give everyone a five star review.

That being said WARNING on Havertys. I am giving them back 2 stars for doing the right thing in the end.

My wife and sons went to this Havertys a few days before Christmas to buy a recliner chair for me.

I loved the thought and kindness but within a few seconds of sitting in the chair Christmas morning, we realized the electronic controls to move the chair were way beyond reach and even if you leaned forward as it reclined it became increasingly humorous to watch anyone in my family try to relax given the design... probably need to be over 6 foot tall for this chair to even ome close to working... and we are short.

So we go back to Haverties with reciept in hand 36 hours after Christmas.

Everyone was super nice until I explained that I needed to return the chair and why ... it was like CODE RED... a manager was called back... the nice guy at the front door... i was asked to step out of line and pulled off to the side away from other customers.

The manager explained how THE STORE POLOCY IS NO RETURNS AFTER THREE DAYS... I said no problem I just opened it 36 hours ago. He said "three days from purchase... and your wife purchased this a few days before Christmas.

I asked where that was posted... AND HOW IN THE WORLD ANYONE COULD EVER RETURN ANY CHRISTMAS GIFT

he responded "all over the store and it's even on your reciept." I said " OK PLEASE SHOW ME WHERE in the store because I couldnt see it anywhere"... he looked at me and changed the topic. I said wait a minute you also said "it's on your reciept" I said here it is and handed him my receipt and asked him to show it to me... HE REPLIED "ACTUALLY IT IS IN THE BROCHURE... THEY PUT THE RECEIPT INSIDE OF THAT" so to be clear... after a person has already paid for an item they slip the recipt inside a tri fold brochure with cover to cover small print ... and obscurely somewhere in the middle in about the 10th paragraph when talking about something else "3 days" is slid in there in conversational language.

WOW

But ... to continue... I asked my wife and sons "did the sales rep know you were buying this as a gift for me". They said yes dad and he was great! We talked about it at length and we discussed why you needed the chair and everything" i said thats great... "but did he say anything about having only three days to return the chair.?" They all were very clear that in no way did anyone in the store say anything about that... it was not posted anywhere and not merion at checkout or that it was in the brochure handed to them AFTER THE TRANSACTION.

I give them back two stars because they did the right thing and refunded us.

I hope someone from Haverties reads this.

THIS IS THE WRONG WAY TO DO BUISNESS

I understand that it would ultimately cut into profit margins to make sure all customers understand your return policy before purchasing...

But ethically ESPECIALLY FOR GIFT BUYING... when the person can not evaluate the product and may not even get the gift until after the three days... MAKE...

We bought a couch set (sofa and loveseat) from Haverty's back in November of 2020. We went with Nicole line and had them made in a custom steel color. We knew going in that it would take 8-12 weeks to get our order fulfilled. When 12 weeks arrived, Haverty's had still not shipped out order to the warehouse. We contacted them and were then given the delivery date of Saturday March 13th. We didn't ask for anything in return for moving the delivery date back or anything, we understood it was a trying time. March 13th arrived and they delivered our set. They arrived on time and hauled both in and unwrapped it and left quickly. As we got everything settled and started putting on the pillows, we quickly noticed they had given us what we ordered, but in two different colors. Our loveseat was the correct steel color, but the couch was a light blue color. When the natural light hits and you push them up against the wall and by each other, you can clearly see the difference. We immediately called Haverty's customer service that Saturday as the delivery people had already driven away. We gave them pictures and told them everything that happened. They assured us they would reach out to the warehouse manager to see if they maybe just shipped us the wrong sofa and we would have an answer by Wednesday, March 17th. Wednesday came and went and we heard nothing from anyone. On Thursday, yesterday, my wife called customer service again and they sent another message to the warehouse, this time to the manager and promised an answer by Friday, today. Friday has come and gone and its almost 3pm and no one has told us anything. This entire experience has been a disappoint for us. I am telling you all this story so you won't make the same mistake we made buying from Haverty's. Not only has customer service failed to deliver on a timeline they set for themselves, but we haven't even received a communication from Haverty's without us prompting it. On top of this, we are left with two completely different colors of a couch set after we spent a lot of money and who knows how long it will take to deliver another order after we waited 16 weeks for the first order. Can someone at Haverty's please respond to this and help us rectify this situation? I would caution anyone before shopping there given what we have been...

Terrible first experience with Havertys. Ordered 4 pieces and 2 were damaged upon delivery. We had to wait a full week ( with our clothes in boxes as the old furniture was gone ) to get Havertys to replace the furniture THEY DAMAGED. This was not because it wasn't in stock - it was because they had no available delivery times to correct THEIR MISTAKE.The next delivery was scheduled between 1:15 - 3:15 and was eventually delayed until after 7 PM. I had to cancel this delivery as I was not available 4 HOURS after my appointment. We then had to wait 4 more days and this delivery was over 4 HOURS LATE as well. The entire time, with the exception of a single email, all communication was initiated by me, the customer, not by Havertys. I did get a refund of the delivery fee but this was about respecting me as a customer and respecting my time - NOT about the cost or the compensation. Also, I received my first bill before the furniture had even been replaced. I was told by customer service this was because Havertys showed my delivery as completed. They had no problem collecting their money and a big problem honoring their commitment to me, the customer. STAY AWAY form Havertys and purchase your furnishings elsewhere.

UPDATED VISIT

I recently elected to return to the South Ft Worth location after my poor experience 5 years. What a difference between the 2 purchases.

I worked with Jay and was very forthcoming about my expectations on delivery after the way my last one was handled. Jay assured me many systems had changed and there were safeguards in place to make sure my delivery was fantastic. Jay handled the entire transaction in a courteous and professional manner. The delivery went off without a hitch at the original scheduled time. All of the merchandise was in excellent condition and we are very pleased with the entire experience this time. Thank you Jay for giving us a top notch shopping and...