Havertys Furniture — Local services in Sandy Springs

The service at the store was exceptional. Prior to delivery, I was contacted to let me know that the ottoman had a stain. I could keep it or reorder. The stain was evident but since it was in a tv room, I thought if offered a discount, I would keep it. The store manager was not agreeable to a reasonable discount so a new ottoman was ordered. Two to three months later, new ottoman delivered- NOT the ottoman I ordered! Once again, ordered a new ottoman. It arrived, stained! Frustration! This time the store manager offers a reasonable discount. Now to the sofa, poor workmanship! Customer service is wonderful, they will send representative out—- quite a few weeks later, they come out and they wrap the inserts in a filler which makes the cushions lumpy and they still have voids in the corners. Another contact from customer service and this time they will order new coverings. Two months— they arrive with green covers. My sofa is gray! Another call from customer service to which I ask how they expect the problem to be resolved when they are not replacing both parts. So new inserts and covers are ordered.. it is now January 2022, delivery took place in September 2020!! When I see the representative walking up the walkway with cushions in one package and coverings in another, I wonder, how do they know they fit!! Well, as the representative stuffed them, he says— these do not fit! I could already see that. Another call from customer service to which they offer a solution to order a new sofa. Great- not great! Sales person from store, Beth calls to inform me that the sofa is discontinued, I ask for a discount to keep the sofa— not happening. Store manager tells Beth, they can offer a gift certificate for very little! Why- the reason and I cannot believe they said this!! “Because I have had it so long! Really— guess why??? Fast forward to a chair we also purchased and were very satisfied with until recently when my husband and I noticed that the fabric is showing loose strings and knots. Solution-/ new chair—nope, chair discontinued. Somehow, it escalates to no new chair, no discount! I ask for a supervisor—TRACY-/ who informs me that I should know that fabric will do that and I need to use a sweater difuzzer on it!! Unbelievable!! This comment and the store manager’s reasoning completely negated any proper customer service previously received. I speak to customer service again and ask for a reasonable discount and I will fix the issues on my own. Oh NO, now I can get all new furniture… They also want to replace the loveseat, no issues with it, but obviously it would not match anything else. I went to the store and there is nothing that fits my decor or that I like. So— take your chances, but I would certainly suggest a different furniture store!!! I went to them after being ignored in another store, at this point, I am not sure I made the...

Ordered two recliners in September. They were leather in the showroom and we wanted fabric. Was told to expect 12 weeks because of Covid. No problem as we had working recliners. recliners actually arrived in October instead of January! Great we thought. Recliners delivered. One recliner did not rock because mechanism was either broken or mounted wrong. The other recliner’s fabric was lose and poorly put on the chair. Additionally, the padding in the recliner was such that a large uncomfortable ride ran across the seat. We ordered the “Baron” recliners and noticed they did not seem as big or comfortable as in the store. Turns out our recliners were over 3 inches smaller in all directions than stated in advertising. We drove to store and compared our measurements to the Baron on the floor. Sure enough, recliners were made on the wrong frame. Store told us 5ere was nothing they could do as it was now in customer serves hands.

Dealing with their customer service is an absolute nightmare. One excuse after another, failure to follow through with promises, and on and on. Their only consistent answer has been they will contact the store manager to reach out to us. For what I thought as store manager already told us there was nothing they could do. As of now, the replacement chairs have been ordered and we are told it will be mid to end of March before they are done. I asked them to call the manufacturer and see if they would put a priority on them since they were ordered in September. No, we need to wait until our turn behind other orders we are told. Have tried to get a phone number for their corporate offices and customer service refuses to give it to me. In addition to all of this, the two battery packs we had to purchase separately are defective and only last 2-3 days. Usually they quit working when chair in recliner position so you are stuck until battery recharged.

we ordered a sofa a couple of years ago and it too came with shoddy upholstery and had to be replaced. Iam done with Havertys forever. Do yourself a favor and DO NOT EVER GO INTO A...

The initial delivery was largely OK with one exception: the lightly distressed furniture in the showroom was not what was delivered. The delivered product was not nearly as pretty as the showroom display. After replacing a dresser, a tech came to remove much of the distressed features of the furniture. It wasn't perfect but was a pretty good job. So far, so good or at least it was a good attempt on the part of Haverty

Haverty guarantees the furniture after delivery with a company called Guardsman which hires local companies to repair products with customer caused damage. We had two small places on the dresser (size of a quarter and a nickel) which needed repair. Scheduling takes 2-3 weeks for a tech to come out. The first tech canceled because he did now want to make the drive (said he had to put six chairs together). The second tech was assigned but then the local company realized that the tech did not do paint. Now we are awaiting the third tech when we are about to leave the unit for several months. I appealed to a supervisor in Customer Service to send the Haverty technician who came to repair the distressed look. The supervisor said that Haverty would not do it since it was a Guardsman issue, even after two cancellations and several weeks of delay. As a customer, I feel that it is a Haverty issue since they sold us the furniture and are ultimately responsible for a solution to honor their guarantee. I asked but did not get the person at the next level of escalation. We will see if the third technician has a solution. I have been advised that it may take at least one more visit due to the problem of matching paint if they can fix it at all. I will...