Havertys Furniture — Local services in Frisco

The product selection is decent, but not worth what you have to go through afterwards. This company/store has no leadership, service, or professionalism after taking your money.

Here is the play by play: Thursday (5/18/23): Text message from Haverty's saying arrival is around 5 pm and they deliver by/before 7 pm (I indicated I was available from 11 am to 7 pm, but I had to leave by 7 pm sharp).

Friday (5/19/23): Haverty's confirms a delivery window of 4:30 pm - 6:30 pm on Saturday. I schedule to have all my old furniture removed that evening.

Saturday (5/20/23): Around 5:15 pm: Customer service calls and says the delivery truck is on the way, but will be a little late and arrive at 6:40 pm. No issue on my end yet. At 7 pm, I start wondering where they are. I call the customer service line - no answer. I text the customer service line - no answer. Haverty's won't respond to anything. I am now forced to cancel my evening plans with no indication of whether the truck is still coming or not. I finally call my sales rep's cell. She does not know. The store manager is at a soccer game and does not know. Basically, there are no leaders and no one is in charge at this store. I am waiting with zero response on whether the delivery is still coming or not from 5:15 pm until about 8:15 pm. Around 8:15 pm, the driver calls me and says that he is 15-20 minutes away. At 8:53 pm, customer service calls and tells me that the driver encountered traffic and decided not to deliver anymore. There is no rescheduling, no explanation, NOTHING. They don't even care and say, "Well, someone else will call you Monday"

Monday (5/22/23): Haverty's has the audacity to email me, "We are sorry we missed you on our delivery attempt." What a joke. THEY NEVER ATTEMPTED DELIVERY. I was here the whole time - they never made even one attempt to deliver! I called Haverty's again and they rescheduled me for Thursday (5/25) between 8 am - 12 pm. How much you want to bet they fail again?

This store has major issues in all the following departments: 1. customer service, 2. logistics, 3. operations, and 4. delivery management. This many issues means there is no leadership - the store manager failed. The head of delivery operations failed. And, the General Manager, Ron Sizemore, is not taking his job as the Western District Manager seriously enough to operate this store with great positive customer experiences. These 3 leaders need to step up, lead, and care enough to execute on a high quality experience deserving of the brand name - Haverty's. Instead, Ikea does a better job at customer service.

Overall, this store is very unprofessional. In fact, "unprofessional" does not even begin to describe this experience. For the prices they charge and the brand name, I would have expected a much higher caliber. Please don't make my mistake - choose another furniture store like Pier One Imports, Restoration Hardware, or many others that can actually live up to their brand names.

5/23/23 UPDATE: Somehow the situation is even worse. This week, I had full flexibility to wait around for them all day, except Wednesday from 8-9 am and Thursday from 2-5 pm. They could have picked literally any delivery day and time other than those two exceptions. So, the store manager confirmed 8 am on Wednesday ... twice. The gross negligence and incompetence at this store is completely unacceptable. And, as of this writing, they have delivered ZERO furniture, made ZERO attempts to deliver, have NO visibility on when they will deliver, but took $5000 of my money. "Unprofessional" does not begin to describe this experience. Where are the leaders at this store? Why isn't the General Manager stepping in and managing this store's customer service, logistics, operations, and deliver...

Customer service is pretty much non existent even Walmart does better, at least you are greeted and your presence is acknowledged. After walking around the entire store already knowing exactly what I wanted, I went on a Dora the explorer adventure to look for employees. The nice lady at the pay counter called a rep, he looked unprofessional clothes were very tight. After I placed my order it was stated delivery service is limited to my area, thought that to be odd as a different store said otherwise but they never got back to me and I don't like constantly following up with companies I am spending my money with. Delivery I was sent an email the day prior and an link to follow the delivery. The entire day it said the truck was out and kept giving me two hour windows. At the end of the day if stated it was now the next day. Called the customer service, just as you can expect attitude, I paid for items and the delivery charge at a minimum you are 100% obligated to contact me with any changes. Then following day someone from their delivery team reaches out, they were so ignorant and rude. It was all attitude we will deliver your furniture Friday, I literally had to ask at least team ma'am what company are you calling from what item are you referring to? I was annoyed, like lady for the last time I have many items being delivered what company are you calling on the behalf of or work for. It is unreal. I then receive another call, same lack of customer service if you are calling on the behalf of a company that should be the first thing out of your mouth even prior to asking for an individual.

I had one experience with one person that it was terrible customer service. I spoke to about 6 people from this company not include the one lady that understand she works in a customer service business.

This experience is comparable to the old Walmart, the new Walmart up their game.

I can now understand why the parking lots are always empty. Next time I'll just wait to get my item from the online stores.

Good luck in your quest to shop here, I hope your experience is different and you do not have to experience to interact with the employees with min customer service.

First impression are everything, this was my first experience and...

In August ‘19, my husband and I purchased a sofa, ottoman and chair. Our sales consultant was Terry Bennett. Terry was patient, knowledgeable and very nice! Prior to this visit, we went to numerous furniture stores and had no luck finding living room furniture that 1) passed my husband’s stringent comfort tests (who knew?! lol) and 2) worked with my contemporary/transitional decor view. We are so thrilled we went into Havertys! I explained our wants/needs list to Terry and he immediately knew which living room set would work for us. He still showed us other options that would come close to what we wanted but Terry knew... it was the first living room set he showed us! We purchased the furniture, Guardsman Gold Plan (furniture protection) and Top Drawer Delivery. Our sofa was delivered weeks later and we immediately loved it! It fit our space perfectly and my husband loves lounging on it. I changed my mind on the ottoman since I didn’t want a matchy-match look (it wasn’t delivered yet). We told Terry and he cancelled the ottoman (no issues or extra fees whatsoever). We received an email that the last piece of our purchase arrived damaged at their store, so it would be a few weeks out for the new chair. Well, our chair was recently delivered (yesterday). The chair was just too big in our space. I called Terry this morning and he processed the return with ease! Havertys will pick up the chair and there are no extra fees associated with the return/pick up. I am thoroughly impressed with the level of professionalism and ease in working with Terry Bennett...