Heavner Furniture Market — Local services in Raleigh

EDIT and UPDATE 2: It has been several more months and I am still getting bills from the contractor who came and repaired the recliner. I have told him several times that it was repaired under warranty.

EDIT and UPDATE: I like to provide additional information when needed. After around 4 months of back and about two months after posting this review, I finally got the recliner repaired under warranty. Southern Motion sent the part to Heavner, and then Heavner arraigned for a tech to come to my house to fix the chair. This could have been done without the months of fighting. I am thankful that they finally honored their warranty in the end. After this experience I will probably never buy from there again or at least it will be the last option.

We have enjoyed shopping at Heavner, but after purchase their customer service has gone down hill fast. We bought a Southern Motion recliner from Heavner which included a manufacturers warranty. When we bought the recliner off of the show room floor the moving head rest was not straight but the sales person said it was not broke and just realigned it. Since then it has not been straight. I called Heaver to file a warranty claim but was given a run around and told I needed to contact the manufacturer, Southern Motion. Southern Motion said I have to contact the seller, Heavner. The warranty card included with our recliner says that there is a limited lifetime warranty on the metal parts and mechanism. Southern Motion and Heaver both tried to tell me the chair was out of the one year warranty even though the included materials say there is a five year warranty. The one year warranty only applies to massage units, wands, lumbar units, and electrical components. After sending pictures, videos, and the warranty card to Southern Motion and Heavner explaining that the five year warranty applies to my defect because the electrical components work perfectly and it simply a mechanical linkage problem, I have not received a reply from either company. It has been over 2 months since I first called and emailed Heavner and Southern Motion. Both companies have very poor customer service and response time. Both companies posing fingers at each other. Both companies have refused to honor...

Earned the 1 star for the experience right up until AFTER the purchase was delivered, at which point Heavner fell apart on the customer service front, big time.

TLDR: This company: Sold me one thing Delivered another (damaged goods) Dropped the ball repeatedly on communication afterward Finally, their best attempt to make this right by offering money back still fell short of even paying for the insurance plan they also sold me, which isn't even applicable to damage that exists at delivery. They effectively baited-and-switched on me, delivering a damaged product that I have no means to repair without paying far more money outside of insurance.

Now for the details:

Noticed a large scratch right on the headrest of the sofa post-delivery. Call Heavner to get it taken care of - they say they'll send details right over to their repair folks, who will follow up with me shortly. 1 week later - no call. I follow up to ask about this, they say sometimes it just takes a little time.

Fast-forward to 3+ WEEKS LATER, still no call. I follow-up, then finally get a call the next day finally from the repair folks. They come out the next week, take a look, and say there's nothing they can do to repair the scratch. They mention that Heavner will be notified via email directly and should follow-up with me for next steps. This was on a Monday.

Fast-forward to Friday, still no call from Heavner (seriously!?) I call, they seem to have no idea of any correspondence from their repair folks, and say they'll follow up Monday. Wow.

Monday, I finally get a call from Chuck, my salesperson, who tells me there's nothing else they can do for me except offer a credit. The credit they offered was weak and doesn't even match the amount of the cost for the insurance plan they also sold me, a plan I can't even use for this because it only applies to damage that occurs AFTER delivery. EXTREMELY disappointed in this ridiculous outcome.

Decent products, but don't expect much on the customer...

I was highly impressed by the customer service and the incredible inventory at Heavner Furniture Market. Chuck was absolutely amazing! I was genuinely blown away by how many options they had. I’d been going from store to store trying to find the right sofa for my apartment, only to be met with pushy salespeople everywhere—until I walked into Heavner by sheer chance.

Honestly, I didn’t know what to expect when I walked in. But right away, I noticed something different: no one pounced on me the second I stepped through the door. I wasn’t pressured, followed around, or overwhelmed. Instead, I was given the space to look, test, and take my time. It was such a refreshing change.

Chuck checked in whenever I had a question or needed a measurement, but never once made me feel like I had to rush or commit. He was helpful, knowledgeable, and genuinely kind. That alone made the experience enjoyable—but the unbeatable prices sealed the deal.

Yes, I ended up going a little over my original budget, but honestly? I didn’t mind at all. The prices were still a bargain compared to everywhere else I’d looked, and the value was outstanding. Plus, the delivery fee was shockingly reasonable—and it’s handled by their own team, not some third party. That gave me real peace of mind.

The delivery itself was fast—less than a week from purchase—and seamless. The delivery crew brought my couch in, assembled it, and had it ready to go in minutes. I didn’t have to lift a finger.

Now, I’m obsessed with my new sofa. It fits perfectly, it’s incredibly comfortable, and the whole experience—from start to finish—was completely hassle-free.

I can’t recommend Heavner Furniture Market enough. If you’re tired of the usual furniture-buying headache, this is the place to go. I’ll be coming back for every furniture need from now on....