Haynes Furniture — Local services in Poquoson

With out a doubt do not use this company. I gave it a one star because I had to. My beautiful couch was under its one year warranty the couch had a defective cushion that had rolled up within itself. The sub contractor worker came out to look at the couch and said he would order the parts and cushions while still under its one year warranty. The parts never showed for over a year. Yes over a year. I called and called and called. Promises were made. I made more calls and it literally went nowhere even when I was told oh this is way to long someone will get back to you. Then the fault was Covid for no parts again. Finally we get some results and the parts were ordered and to be delivered to our home. Nope never happened. The sub contractor then makes contact with us to let us know he has to go to the warehouse to get the parts. Low and behold he then ask if he can use the old cushion inside the part and just glue it down with spray glue. He could just cut them out and use the old one. At first assuming during this call he meant the lower cushions that were not messed up I said yes during this call. Surely he did not mean the messed up cushion when he said this. I then let him know after speaking to my husband absolutely not. We waited over a year to get this fix. So he has one part but still no new cushion. The actual issue at hand the cushion. So we are now to settle after over a year with the knowledge of a old rolled up cushion being glued down in the hopes it will never roll back up again. Again this is the treatment we get for waiting over a year. I would think that not just Haynes but any other reputable company would make much better compensation to someone who had gone through such for over a year. Where is the new cushion well now the story is he was going to use the old one the entire time. Hmmmm then why would he have asked if he could use the old cushion as in permission for not having the full amount new of parts? Furthermore that was not said when the parts where ordered over a year ago. Just during the phone call when he wasn't even sure if we had received the parts. Which we had not. He never said no new cushions but he did ask if he could use the old ones. So lets see for every holiday function for every gathering we had we waited over 12 months with everyone asking what the heck is going on with this couch? Again very poorly run warranty program and business. Again this started many months before Covid was even a thing. I am a small business owner if I ran my company this way I probably would not have a business any longer. So now we have placed another call way over the year and had to leave a message yet again. The Contactor said "Good luck I can't even get through". Again we told the Sub contractor to wait until the cushions came in. That is when the story changed as said above yes now he was going to use the old originally. Um no not true and that was the first time after waiting for over a year that I was finally fed up. My husband and I have been so very patient until that moment. Even during every single call. The last call we made to the call center for this issue the lady said yes I told them how nice you have been through this process. Nice ended when the narrative changed. My father had a saying "Do what you say". If you make a commitment take care of it and do it right not half way. Oh and let me add this. We also bought the extended warranty in case we needed it. Omg can you...

DO NOT BUY FROM HAYNES. UNPROFESSIONAL. UNTRUSTWORTHY. NEVER RETURN CALLS. RUDE CUSTOMER SERVICE. My husband and I drove from Raleigh NC to Newport News VA to purchase furniture from Haynes. We purchased in store and set up delivery to our home in Raleigh for OCTOBER 11th. We took off work to be there for delivery. October 11th came and went with no delivery or call. We called Haynes and they said "Sorry, we dont deliver to Raleigh." That is AFTER taking our money and assuring us that delivery to Raleigh was possible. After lots of back and forth, they delivered our furniture 2 WEEKS later. The furniture arrived with stains(CRUSTY YELLOW/WHITE STAINS & BRIGHT RED STICKY FLUID ON MY CREAM LIVING ROOM SET) and the reclining mechanism was not working properly(MAKING LOUD CLUNKING NOISES AS IT RECLINES). Haynes wanted to take the furniture back and would call us to reschedule delivery at some point in the future but since they did not deliver to Raleigh it "could be a while". We requested them to leave the furniture until redelivery. It was the least they could do so we would have something to sit on. 2 months passed with no communication from Haynes. My husband and I both called multiple times and were promised to be called back which never happened. We chased Haynes for weeks/months. Since we were not getting results from our numerous phone calls, we decided to drive to the store in Virginia and confront them in person. This proved to be a waste of time as we were told we would receive a call back and again, never did. After several more weeks of calling, the store rep who sold us the furniture told us we could expect to receive our furniture toward THE END OF MAY 2020. IT WAS FEBRUARY 2020 WHEN HE TOLD US THIS. I then called and asked to speak to a supervisor. I spoke to Crista and explained that we no longer want the furniture and would like a refund. I was very clear that I am no longer interested in the furniture and was only interested in setting up a time to pick up the set and receive a refund. She told me she understood and that she would get with her manager and call me back Tuesday February 25, 2020 when her manager was back in the office. Again, we did not receive a call back. I called today March 3, 2020 and asked to speak to Crista. Crista pretended she had no idea I wanted a refund and said she "had been working on getting the new items redelivered". THIS WAS EXACTLY WHAT I HAD EXPLICITLY SAID I DO NOT WANT. She proceeded to tell me she would talk to her manager about a refund, which was precisely what she had told me the previous week. She reassured me that her manager would call me before 6pm today, March 3, 2020. At 530pm today I had to call. I finally got ahold of Cristas manager, Malita, and SHE HAD NO IDEA WHAT I WAS CALLING FOR!!! I had to tell her the entire story from the beginning because this was obviously the FIRST time she has heard it. Haynes is still trying to push this furniture on us even after acting beyond unprofessional. They now say I can not have my money back, and they are going to redeliver on March 26th. STILL ALMOST ANOTHER MONTH OF WAITING. Worst experience with any furniture store I have ever dealt with....

I am writing because I placed an order in the Newport News location on 09/16/21 for a custom sectional and ottoman. Order number 104PXB107. This week makes 25 weeks since my order was placed and I still do not have my order completed. I have contacted the sales manager Stephanie in early January in which we discussed the option of me coming in and picking out something that would be available and working out comparable pricing if my order did not arrive at the end of January. However I received a call from the salesman Tesfa Dawes on 1/25/21 telling me that the furniture had arrived but had a defective piece that needed to be replaced. I opted to wait for the new piece to be delivered before receiving my order as I did not want to only have a portion of a sectional in my living room. I called the store today on 3/8/21 as I had not heard any updates from the sales manager Stephanie nor the salesman Tesfa. I was informed today by Sam in Guest Services that my order has an anticipated arrival date at approximately the end of May. I am highly upset and inconvenienced. I am aware of Covid and delays but this has been an extended period to wait. I am being told I cannot receive a refund for the 33% down payment and neither will I receive a discount on the remaining balance. I feel this is unacceptable given the circumstances involved. Customers should be valued and deserve fair treatment when an order is delayed and defective. Free delivery has been offered to me during my last conversation with Stephanie in early January. Today the assistant sales manager Kevin would not even come to the phone to talk to me but informed Sam to tell me that free delivery is all I can be offered or cancel my order and go somewhere else and purchase furniture but my 33% would be retained as this is a custom order.

This represents poor taste in customer treatment. So I lose money and more time because Haynes has been unable to deliver the product in a timely manner. And I was initially quoted 6 to 8 weeks for delivery at the time of coming into the store which is the reason I moved forward with the purchase to begin with. I come from a family who has purchased multiple items from Haynes and have always been treated well and have had great furniture but this is not the treatment I deserve nor expected. If the product cannot be produced in a timely manner, COVID involved or not there should be adequate and reasonable measures taken to make things right with the customer.

This matter cannot keep being pushed aside and treated without the concern it deserves. This is a multifaceted situation: Misinformation on delivery at the time of purchase No regular communication from store personnel with the customer Delayed arrival Defective merchandise with further delay Failure to reduce remaining balance or return down payment

I ask that a corporate manager get in contact with me ASAP to rectify this matter! Haynes goal is to have a customer leave happy and with furniture striving to do things right the first time!! Your attention to this matter would be greatly...