Havertys Furniture — Local services in Melbourne Village

If I could give this place less than a 1 star, I would. My husband and I went in on black Friday 11/24/2017 about a week ago. I was searching for a new mattress. John was our sales person. We picked out a mattress and also a new bed. This was around 11am-12pm. When I got home, we realized that our existing bed frame would accommodate the new mattress (We currently have a full mattress/bed and bought a Queen mattress therefore we had purchased a new bed too) Once I realized that my current frame would accommodate the queen size mattress I called them back, about 12:30ish. I spoke with patty(?) and I asked to speak with my salesperson. She said he was with a client and would give him the message to call me back. I waited until 6pm and did not get a call back. I finally called at 6 and spoke with Amanda, I specifically asked her if she was the manager that helped John while my husband and I were in store and she said yes. I asked Amanda why no one had called me, and I explained that I just wanted to cancel my bed but keep the rest of my order. She said that John had received the message but he was busy and would I like him to call me back once everything was finalized? I said yes. Well to this day I have not received a call back from John. At any rate, I assumed that they did what I had asked them to do (Since I called twice and explained to both Patty and Amanda that I ONLY wanted to cancel the bed and keep the mattress and pillows). So, my delivery was supposed to be today, Thursday Nov. 30th 2017. Last night I realized I had not received a call with an ETA so I called and to my surprise, my entire order had been cancelled. I had called the customer service line, and so she called the store to try and get a manager on the phone. Apparently, the manager was with a client and she was given my information to call me. This was at about 6pm. Around 8 I got a call from Bill, which I wasn't able to take, so I called back at around 8:30. According to Bill, while he is a "manager," he only comes in the store in the evenings to close the store and he has "no real power." He then tried to sell me on Haverty's telling me how they are the oldest company in America and that they are so great. He also mentioned that because business is so great they don't have enough drivers and that even if he wanted to he couldn't get my mattress out because they have pods that are assembled offsite and the pods are dropped off at the store and blah blah. Nothing that pertained to anything. Today, after receiving a voicemail, I called and spoke with Amanda. (This is the kicker, folks). Per Amanda, she NEVER remembers speaking with me. (I have a great memory, she was wearing a green sweater with a bee brooche, a little longer than should length dark brown hair). Honestly, they made it seem like it was MY fault. I told Amanda, how could this possibly be my fault? First of all, beside all of the "customer's always right" stuff, I called multiple times to try and resolve my issue. I never received a call back until it was already too late and I had a problem. Amanda said the mattress was price locked and she couldn't offer me a discount but that she would give me free shipping and offer 18 month interest free financing (instead of the 12 months they offered us initially because we didn't spend enough money). Well, guess what Havertys? Now you wont be making any money off of me at all. I really am appalled at not only how unprofessional their customer service is, but that she really tried to low key blame me for the "miscommunication" and didn't offer to do anything substantial to accommodate the problem THEY created. I work in customer service, in a very busy local pharmacy..communication is very important. And if Havertys is as busy as they claim, communication should be something they try and strive for as well. As soon as I called to cancel the bed, they should have called and asked what was wrong? How can I save this sale? But instead I got dead air for 5 days....

First of all we were lucky enough to have Ethan Kindl as our sales manager, he was extremely patient, knowledgeable and was able to answer every question we had. He offered suggestions when we couldn't make up our mind, he informed us of current sales and introduced us to the Haverty's designer Patti Rivera when we became completely overwhelmed with choices. We had an entire house to furnish on a limited budget and with an open floor plan everything needed to coordinate. Patti saved the day! She took the measurements of our rooms, the color and style of our flooring, the actual paint color on our walls and added them to the pictures I gave her of our rooms. She put all of that information into her computer and within minutes I saw in 2D exactly how our choices in furniture would look in our home. It was amazing! Patti added some designer flair and accessories that I would never have thought of. She gave me some great suggestions for future purchases and now I have these beautiful, realistic pictures that I can refer to. The best part is it didn't cost a thing! It is a free service offered by Havertys. It saved me hours of measuring furniture and rooms then trying to visualize how it would all look together then searching for the right size sofa and tables, exhausting! Patti was a huge help and so enjoyable to work with. The second thing is the great prices and the quality and selection. We were so happy with everything in the store that it was hard for us to narrow down our choices. Ethan patiently reviewed each item with me and was able to exchange items of different prices but similar style so we could still have the look we wanted and remain in our budget. We were never pressured to buy anything or to go above our budget. My furniture is being delivered in a couple of weeks and I already know exactly how it's going to look! No holding my breath and hoping it all works out. It was really an enjoyable experience and now I have these pictures from a professional designer to refer to as I decorate my home! Plus I have a list of items on my wish list for future purchases! Highly recommend Havertys...

I would like to offer a suggestion to anyone considering the purchase of a foam-style mattress and to comment on a return policy that may not align with customer satisfaction expectations. Recently, I purchased two Tempur-Pedic foam mattresses. While they felt excellent in the showroom, my experience at home has been quite different. After reading several online reviews expressing similar concerns, I found them to be accurate—the mattresses have proven to be uncomfortable and have caused back discomfort.

Fortunately, Havertys maintains a generous return policy and is willing to accept returns on most products. However, with Tempur-Pedic mattresses, customers are required to keep the product in their home for a minimum of 30 days before initiating a return. I understand this is a policy mandated by Tempur-Pedic, which Havertys is obligated to follow as a retail partner. Still, I find it surprising that a reputable retailer like Havertys would agree to such restrictive terms that may compromise the overall customer experience. I have already arranged for the return of one of the mattresses, but I must now wait over four weeks before it can be exchanged for the Beauty Rest mattress I selected as a replacement. In the meantime, I’ll need to sleep on my couch, as I cannot use the overly firm older mattress, nor can I continue using the Tempur-Pedic due to discomfort. Although my second mattress order was able to be switched before delivery, it is being shipped to a different residence in another city and is therefore unavailable to me here.

I sincerely hope Havertys reconsiders its return policy arrangement with Tempur-Pedic, as it has the potential to lead to further customer dissatisfaction. That said, I would like to emphasize that I remain a loyal Havertys customer. The store continues to offer high-quality furniture and exceptional service, and I appreciate their presence in the marketplace.

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