Havertys Furniture — Local services in Knoxville

We typically have not shopped at Havertys', but when we found ourselves shopping for a new dining room set, we could not find the quality we expected at some of the other furniture retailers in Knoxville so we went into the Havertys' location on Kingston Pike and had a wonderful experience with Paul. He was full of ideas and we even decided to purchase a cocktail table that would go with a sofa we had just ordered. We waited the exact amount of time that we were promised and the delivery went off without a glitch. When we bought our dining room, we only ordered one arm chair because my husband thought he wanted a different style for one because he works at the table alot and initially doubted the long term comfort of the arm chair that came with the table. But after searching around and using the chair for long periods of time, we decided we would go back and order another matching arm chair. Once again we dealt with Paul and we ended up ordering the chair, a living room chair and some large rugs. Yes, in the supply chain environment that we are currently in, due to COVID and people just not wanting to work, , we had to wait about 9 weeks and we were told 7, but let me just say that we are STILL waiting for the sofa that we ordered from another top reclining furniture company last December (and it is MADE IN THE USA). So an extra 2 weeks did not wear my patience. We had not paid for delivery the second time around so my husband picked up our items this past Saturday. We were in a rush because we were going out of town and did not open the chair completely until last night. Well, when I saw the chair, my thought was, there is no way we ordered that chair since we have another one almost exactly like it that my husband HATES!! And this was to be his chair. I went back to the store today at lunch and was armed and ready for battle. Sure enough I went into the showroom and the chair we THOUGHT we ordered was positioned right next to the one we received. Since Paul was not in at the time, I took my frustration, to the office and asked for the manager on duty. Much to my surprise (I worked in the furniture industry for many years and used t wonder why people were so upset

The couch we purchased was great, but their warranty process is a massive pain. We specifically bought from Havertys instead of lazy boy in July because they offered pet damage protection which we needed because our puppy chews. When she chewed a small hole in the footrest, we submitted a claim to Guardsman, their warranty service provider. Guardsman said I needed to mail in (can't email) my receipt to their customer service center which I did. Got an email a couple weeks later saying I sent the wrong receipt and I need to send a different one that had the exact same information on it. Mailed that one in, didn't hear anything back from Guardsman until I called them a few weeks later to see if they received it. Again they told me it was the wrong receipt and that I needed to mail in a different one. I asked if I could email them the one I have so they can confirm it's correct before I mail it and they said no, just have to mail and see. I called Havertys customer service to see if they could help at all and they said sorry, you have to work it out with Guardsman, not our problem. And sure enough, if you look at the google reviews for the Guardsman customer service center in Michigan, you'll see the hundreds of people who have had the same problem.

Update: After I posted this review, the store GM contacted me directly to figure out the issue and get my couch repaired. They coordinated everything with Guardsman who came out a few months later and replaced the torn section. The store was great and attentive after they became aware of the issue, but it shouldn't take having to get the store GM involved to get the warranty upheld. At the end of the day it got done, but it took over sixth months and several angry phone calls to make it happen. Massive pain...

So I purchased a Cleveland home entertainment system from this company in addition to Montgomery Desk with its associated office cabinet. Needless to say it was pretty expensive totaling nearly $8700.I easily can say this wasthe worst experiences that I’ve had with a furniture company. After scheduling the delivery date and bringing the entertainment system, it turned out that the hutch of the entertainment system had a broken/tilted back part that needed to be changed. So they installed basically the lower part and left the upper part sided wrapped scattered around in my living room. They rescheduled the delivery for about a week afterwards . Then after rescheduling and waiting until 8:00 PM, they didn’t show up and I got a call from then apologizing that they couldn’t come because it was too late and they overbooked that day. So they rescheduled again for another five days after making me have to cancel two social functions because of this. To make things worse after coming in and installing the rest of that entertainment system, they overscrewed the upper parts of the hutch to the side cabinrets and damaged the inner wood. They also showed up btw the first time for my incomplete installation at 7:00 pm and were in the house til 9:00 pm!!! Which wasn’t the time frame they promised .I’ve never had to deal with a such a dysfunctional and unprofessional company and crew like this before !! Btw they charged me 300$ for what they called a top drawer delivery, which should be called a junkyard delivery because of the quality of installation and experience . In addition to that punctuality deserves a...