Havertys Furniture — Local services in Lubbock

I had a terrible and frustrating experience at this Haverty's. To begin, I contacted the store to inquire about a bed frame. I spoke to the manager, Victor Moreno, who told me they would easily be able to ship the bed frame from Amarillo and it would arrive in Lubbock in 2 weeks (second week of May). After several phone calls to the store I was told it would take longer than the expected two week (with COVID having slowed things down). At this point it was okay because I would not be moving into my house until June. The bed frame arrived to Lubbock about 6 weeks after initially anticipated. Again, this was okay with me as I was able to move it into my new home at this time. At pick up I met with Mr. Moreno who helped me load the pieces into my car. However, my boyfriend and I noticed numbers written in marker on the metal bed frame with dings and scratches here at there. When the manager initially sold me this piece I was NOT told it was a floor model, albeit on sale, but it became apparent it was when looking at it (later I was told it was assumed I knew this). Mr. Moreno used some sort of polish to remove the markings and was apologetic. Once home and trying to set up the bed frame we realized we were missing 5 screws and did not have all the materials needed to assemble the bed (railing pieces missing). This was later confirmed by their technician Kelly who reiterated we were missing pieces to put the bed together. However this took days to confirm and consisted of us returning the pieces to the store so they could locate missing pieces. This whole ordeal lasted two weeks with me consistently calling the store to see if the missing pieces could be located/ what could be done. Additionally, I had asked to speak to Mr. Moreno throughout these two weeks. I never received a call from him. On Monday (7.13.20) I called asking for a refund as I still was not notified if the pieces were found or could be ordered. I asked to speak to Mr. Moreno to let him know about my experience however I was told he was out on lunch and that he would call me back. I had not heard anything from him the rest of the day. On Wednesday (7.15.20) I showed up to the store and waited a little more than 10 minutes to speak to him. I feel customers should not have to show up to have their concerns addressed. Especially if the manager/ company is concerned with customer satisfaction.

Although I am happy to be getting my money back I am disappointed by the customer service and the fact that I still do not have a bed in my new home. Overall, this experience was frustrating and what I feel to be a huge waste of time. It's a shame because I loved the bed frame and wanted it to work out but ultimately I grew tired of calling and feeling frustrated. Best of...

We spent 8k on a new bed and sectional. We were told at the beginning of Feb when we bought the items that the bed would be delivered the following week, but the sectional would take an additional week or two. We agreed to these terms, but asked if the pieces of the sectional that could be delivered (they only had some of the pieces in stock) to be delivered with the bed (the pieces made up a couch). We had gotten rid of our living room furniture so this at least gave us a couch.

When the bed was delivered it didn't work. We had bought a bed with the moving head piece and foot pieces which were a lot of extra money. We were told Haverty's would call us Monday (this was a Saturday) to schedule a replacement. Come Monday, no call. Come Tuesday, no call. On Wednesday I finally called THEM and waited on hold. I was told it would be ANOTHER two weeks until they delivered the pieces to the bed that would fix the bed. (This would be on Feb 28th)

They only come to Plainview every other weekend, but when they delivered broken and inoperable furniture to start with, I figured they would try and replace sooner, not when it was just convenient for them. When I spoke with the office manager on that day, I asked if they had a date for the rest of the sectional. She still was unable to give me a date but said they would call.

Come February 24th, after leaving them a FB message they said they would tend to but never did, my husband called to see when the couches would be delivered. We were expecting the bed on the 28th and when we bought the sectional they assured us all the pieces would be here by the end of February. The office "manager" rudely told my husband that "she had already spoken to his wife and TOLD her everything would be here the 28th." Nope. That did not happen. She had told me the bed would be here the 28th and did not have a date to give me on the couches and said they would call when they were ready.

Come February 27th it's snowing outside and they call to reschedule our delivery on the 28th. I get it. I don't expect them to come in the snow. I ask when they were planning on delivering and she said ANOTHER TWO WEEKS!!!!!!! She also told me (a lady at their corporate office in Georgia) that it looked like they didn't even have the pieces to our bed that needed to be exchanged. I told her this was getting ridiculous that they have just left our home with broken furniture and are just wanting to make amends when it's convenient for them. THIS IS NOT CHEAP FURNITURE. My haverty's bill is already in and all we have is a broken bed and two pieces out of six on a sectional.

I would not every buy from them again. Terrible, terrible, terrible. I arranged to return all...

We (my husband and I), were in Lubbock October 1 where we met the most precious lady named Chris Kimbler (sales rep.) and we fell in love with her as she assisted us from the moment we walked into Havertys. She met us asked what we were looking for and we told her bedroom furniture and she led us to the back of the store where all the gorgeous bedroom styles were. She is quite a talker and we loved every moment with her. We learned a lot about each other's family and she was even from Abilene. She was ex Eagle just as I am. She was great at selling Havertys furniture to us. We left for lunch and she even directed us to Uncle Julio's where we told her we would be back to buy the bedroom furniture after some lunch and crunching numbers to get the one we loved the most. I don't think she believed us in coming back and we did. She sold us the bedroom suit Blackburn Smoked barn wood brown, five pieces we can't wait to bring home October 9. I even bought more decor that was on sale and she was just so amazing laughing with my husband and I about styles and things I kept picking up. 75% off at Harvertys is a good deal as I brought home about $700.00 dollars at 75% you can't go wrong. Thank you Mrs. Chris Kimbler for all your attention during our time at Havertys and helping us throughout the store. We will be back soon after we get our bedroom set up just to buy another piece, check out the sales or just to say...