Havertys Furniture — Local services in Short Pump

We bought a power reclining couch for roughly $5500 dollars outright from Havertys at the end of 2018. Because of an issue of not having it in stock in the color we preferred, they offered to deliver a different color version as a loaner until our color arrived. They also offered to leave it, if we changed our mind and liked the other color better. ( Remind you of any particular sales tactic? ) Well, we didn't like it and once ours was available, they swapped it out at no charge. All was grand from then until now. Unfortunately, one of our power chairs in our sofa stopped working a couple of weeks ago. Roughly 2 years since purchased ( one year manufacture warranty included, more money for extended warranty which we declined ). So we called Havertys. We were told "you should of gotten the extended warranty" and to call a furniture repair service. So that's what we did. After a diagnostic fee to tell us what we had already pinpointed ourselves, the repairman tells us to call Havertys and order two parts (cause he isn't sure which one is bad, so get both) and the repair service was going to charge us around $350 to install them. Whatever. I want my chair to work. So I call Havertys. After an hour on the phone and speaking to a supervisor, they offered to send one of the two parts for no charge, but then they tell me the other part is on backorder and not currently available! So I ask...can I still buy the sofa new? Yes you can! Just so I'm clear, Havertys will not sell me the part I need for my couch to function, but they WILL sell me ANOTHER sofa. AND THEY NEED MY PART TO BUILD THE SOFA! After a few days, one of the two parts that WAS available finally arrived, and after plugging it in and testing it out, the issue still remains. So of course, we need the part they can't seem to get unless we want to buy a WHOLE NEW sofa/chair replacement. Needless to say, we will no longer be shopping at Havertys. It's sad, because the one thing retail has on internet sales is customer service for these moments, yet in an instance where this retail establishment had a chance to shine, they chose to hold on to that twenty dollar...

Really bad experience with the delivery service.

Recently we bought a mattress and a desk from Havertys in Glen Allen, we paid $300 for delivery and expected a good delivery service. What we didn’t expect is that it would be a very negative experience.

To start things off, our 2-hour delivery window was 9:15am to 11:15am. The delivery team arrived around 12:40pm. My husband had canceled another appointment in the morning, and I moved one of my appointments as we expected the delivery to be within the time provided to us.

Havertys website claims their delivery teams are following necessary safety precautions that include wearing a protective mask, fresh gloves, and shoe covers. Our delivery team had no masks, no gloves, and no shoe covers. We offered to provide masks as they didn't seem to have them at all. One of the guys put on the mask we provided. The other guy declined but put on some sort of a neck gaiter. As for no shoe covers, they were just walking around the house and on the carpet in the bedrooms in their street shoes.

The desk was delivered without the necessary hardware, so the delivery team couldn’t assemble it. The delivery team said that they couldn’t do anything about it and that we had to call our sales rep. They basically let us know it is now our responsibility to handle the issue. We now have to wait for the hardware to be shipped to us and then for a technician to come in and assemble the desk. All of this takes our time to solve the problem that wasn’t created by us.

Lastly, we purchased the Guardsman Gold Plan for the desk, which includes the complimentary Guardsman Gold Kit (for furniture care) we were supposed to receive. The kit wasn’t delivered. So again, we’ll have to spend our time to address this issue.

Havertys calls their delivery service “Top Drawer Delivery” and claims that “you don't have to lift a finger,” which sounds a bit like a joke to us now. We had a great in-store experience, but we are really frustrated with how delivery was handled, and we regret doing business with Havertys because of such a negative...

We purchased furniture in December and the furniture was defective. After having them replace the sofa once, the new sofa started doing the exact same thing. We called Haverty's Customer Service and they agreed to exchange the sofa and loveseat we bought since it was clearly defective. We also asked if the would take the table back that was purchased as part of the set. The main Haverty's customer service number told us "No" as that was not made by the same manufacturer. We called the customer service number two additional times trying to plead our case. That while we appreciated them being able to take back the sofa and loveseat we bought, we felt they should take back the coffee table also otherwise we would have to buy the new furniture to match the table. After getting another "no", we contacted the Haverty's store that we visited. They were great to work with and allowed us to not only exchange the furniture but took the table back as well. They went above and beyond to make our experience right. While I can not say we got the same great treatment from the main Haverty's customer service number (we were very disappointed in them to be honest), the Haverty's Glen Allen location did more than we expected to make our customer experience right and to ensure we were happy with a significant investment in our furniture.

I would stay away from leather furniture made by...