Haynes Furniture — Local services in Richmond

LET THE BUYER BEWARE - AND SERVICE WARRANTY IS USELESS Final update (from 1 star to 2): I’m updating my review with a slight improvement because (after contacting the BBB) I received an exchange for my defective loveseat. The replacement appears to be in good condition without manufacturer defects, and is much more comfortable

Update (from 3 stars to 1): Three months after purchase and STILL sitting in uncomfortable loveseat recliners!!! Issues: took over two months for part to arrive and service to be scheduled again only one replacement part was ordered/shipped part was shipped in bubble wrap with no box or brace and service technician says it’s broken worse than the first two Haynes STILL won’t acknowledge that we received a defective product and replace it!!!!!!! a call to try to speak to the store manager was “hijacked” and the employee who took the call says that customer service has to handle the issue - really? Nobody has handled the issue, it just keeps getting mishandled!!! further inaction will be met with a complaint to the better business bureau. Maybe someone will care then!!! (Original review): Received excellent care from the moment we walked into the showroom, and yet were allowed the space and time we needed to make our selection. Received a pretty good deal on what seemed to be a well-made and comfortable piece of furniture (we sat in several samples of the particular style we chose). Our first two choices of color weren’t available and would have taken months to arrive, so we settled on our third choice, since it was in stock for immediate delivery. Then the experience went south. The delivery men appeared fast, professional and careful. They quickly assembled our leather loveseat, snapped a couple of pictures and left. The first time we sat on the loveseat we knew something was wrong. It was not only less comfortable than the store samples, but each of the reclining seats had a distinct list. I laid a level across our legs when seated, as well as the empty seats, in both the upright and reclined positions, and I hadn’t imagined it. When we contacted Haynes, instead of replacing the obviously defective loveseat they sent out the technicians for their extended warranty coverage (took about ten days) that thankfully I’d purchased, who almost immediately identified the problem and told me that the parts were often damaged during delivery (which they called the whole process from manufacturer shipment to setup in our home). They supposedly ordered the parts and left. All of this happened in May. It’s now nearing the end of June and after contacting Haynes for status was told that it often takes months for the parts to arrive!!! In the meantime, we sit on uncomfortably tilted seats that pitch us enough to put undue pressure on the outside arms of the loveseat, which are rapidly flattening out. I’ve purchased items from Haynes in the past, but am unlikely to...

My wife and I bought a mattress two weeks ago. When we came in we bought the harville 2 which was on sale for $499. We rested and tested all of the mattresses in the area. For the price and comfort we decided on the sale item. We got it delivered, $100, box spring $200, and cool touch mattress protector $200. So a total of $1080. Sales people are more interested in their lunch orders or taking lunch than helping people. Delivery guy was by himself and I helped him bring in and set up my mattress. And our medium comfort mattress is as hard as a park bench. I went back and simply wanted to return the mattress and split the cost due to the terrible service and product that was given. Tried to call but their customer service line has been down for over two weeks. Went in personally to discuss it with Kesha. Was told I would get a call back and I still haven’t. I’ve called the past three days even left a message. No return call. I wonder if they are hoping I just go away. I won’t. This is the worst experience I’ve ever had with them and I’ve bought multiple items over the years from this location. That ends today. I will never buy anything from Haynes again. It shocks me that a google rating of 3 can be given to a furniture store. You should be at least a 4.1 or higher. If I could give less than 1 star I would. Call u tomorrow, and the next day. Since there is no authority in the building that can help people. All I saw was one person pass the buck to the next. With no one taking responsibility or owning the situation. Who is in charge? I have to wait for customer service to fix there phone lines while I sleep on a blow up mattress instead of my $500 mattress that is brand new! I could keep going but I guess u get it by now. Don’t shop here worst service in Richmond!

There ya go folks! Said behind a disclaimer. Dodge you and hit u with a disclaimer. U get what u get. No backsy’s... haha you clown. You get what we give you.

... so far from your core values and what your company says is it’s success... people right ??? Look at all the other reviews. Hiding behind covid as an excuse and not giving any personal touch. Btw if you read my file and saw the pictures of my damaged and unrest full bed. Thanks for standing behind your product and fantastic customer service. The recent response is the quickest I’ve heard from anyone in your company yet. Your degree is under utilized. You can do better and so can the company your taking shots for. It’s not your fault or anyone else I’ve spoken to. It’s your leaders who are failing you and everyone else....

I recent purchases a sectional from Haynes and I was told I would receive a phone call when the item came in to schedule delivery. The item came in on the 29th of August and I did not receive a phone call. I called that afternoon and was told that the sectional was scheduled for delivery the following Friday. I notified the customer service rep (who was very nice) that Friday would not work for me and that I would need Saturday delivery. The customer service rep connected me to the sales associate that sold me the sectional Carroll. Carroll told me that there was a fee for Saturday delivery which was not disclosed when I purchased the sectional however she said that she would speak to her manager to attempt the waive the fee. A few hours passed with no returned call so I called again and was told by Carroll that she was busy and that the manager was in a meeting and would call me in the morning for the verdict. Today August 30th I hadn’t heard anything from Carroll all day. I called 90 mins before store closing and decided to return the purchase due to poor communication and poor customer service. I explained the situation to the customer service representative and explained the situation and thanked her for being the only nice person I spoke to during this transaction. Carroll proceeded to call me back and said that the manager approved the waiver of the fee and said that the manager was suppose to call me. I kindly said that I still did not want the sectional and she abruptly hung up the phone.

I have purchased from Haynes before and I was satisfied then. With this experience, Haynes should be sure to train all their representatives on customer service, kindness and the importance on following up as they proclaimed they would. It’s poor customer services to set a time for delivery without consulting with the customer, not disclosing all the fees possible that involved with a transaction, and not following up in a timely fashion. Furthermore not to show empathy and apologizing to the customer after admitting fault. You also don’t call back and get mad and hang up the phone after you don’t hear the answer you want.

I will be a long time before I revisit a Haynes store if I ever shop there again. Please visit how you train your sales rep. I wanted to be clear that the representative at customer service was very nice and did all she could to help and she is...