Havertys Furniture — Local services in Springdale

Please read our experience before shopping at Haverty’s Furniture on Princeton Pike. My husband and I ordered a beautiful bedroom set in June 2021. Delivery of the furniture was originally scheduled for September of 2021… perfectly reasonable. However, we were told a week before delivery that not all of the pieces “made it on the boat” (from Vietnam), so despite Haverty’s urging to make a partial delivery, we refused. Although the sales associate was very good about communicating with us, there were several subsequent cancellations and postponements of the delivery. We finally received the 6+ piece set in December of 2021. However, during install there was damage done to the headboard and the bed rails were broken. The headboard was deemed not reparable and a replacement was ordered, but no one ever came to look at it. Even though all the pieces were not functioning properly we still had to start paying in December. (My husband even filed a dispute for the charges, but that dispute was denied). DO NOT TAKE A PARTIAL ORDER OF FURNITURE! The headboard and the bed rails were finally replaced and the headboard was delivered in July of 2022. However, the headboard was missing a hinge and the door didn’t slide. We had to wait until OCTOBER for them to come fix them! There were countless trips out for deliveries and service calls. (They even neglected to bring the hardware to mount the mirror on the dresser one time). Several of the scheduled appointments were canceled and one service call that was scheduled for 4pm did not occur - around 9pm we received a call that they would not be making it that day and that the employees were not allowed to work past 9. We requested financial compensation for the troubles from the beginning. In the Fall of 2021, Haverty’s did refund the $300 delivery fee. We were told by the manager at the location on Princeton Pike (Cincinnati, OH) that they wanted to make sure we were satisfied before discussing compensation for all the issues we encountered. Just recently they granted us $300 off of our over $6000 cost… hardly enough to cover all of the days we had to take off of work and the two vacations we had to reschedule so that we could get our furniture. Don’t buy here unless you want to wait over a year for your furniture, and then pay for furniture that isn’t delivered in...

My experience at this particular store was so so. I came to the store in November, during the Thanksgiving holiday (2022) when the tier sale was taking place. I entered the store with a mission: color - match cognac tan, furniture type - genuine leather couch, at least 95" in length straight with deep cushions.

I don't know the lady sales rep's name who attempted to help me, but immediately as I walked in I inquired about the quality of the leather. She confirmed all leather at Havertys are genuine, plus I could feel the difference as compared to Macy's so I was pleased. Since I called her over (at the time she was in a group with colleagues, it didn't appear she was helping anyone), she began to assist me. However, at random points, she kept walking away. I understand if the store is busy, staff is short, the store has to make do. I get it. But, when she would go to attend the other guest, she would say "hold on, I need to go help this other CHICK". I thought that was a bit unprofessional. Additionally, when I asked about the sale, I asked her specifically when the sale is ending she replied "oh by Black Friday".

I left this store to call the store at Polaris (in Columbus) to confirm if I could order there and have my couch shipped here in Cincinnati. I also asked about the end of sale date and was advised it was the Sunday after Thanksgiving, a specific date. I was a bit irritated at the Kenwood location at that point. I shared with the sales rep I was traveling home for Thanksgiving, so her response left me to assume I had only a few days (esp after traveling). Maybe she presumed I wasn't going to make a purchase through Havertys and didn't really want to help,...

Ann and Robin were so helpful over the phone, providing details about furniture I was interested online. So, even without the promise of a sale, they still excelled in salesmanship & customer service! I ended up buying a marble top end table over the phone and asked to pick it up at the warehouse. They sent me a secure email to purhase it online, directions to the warehouse, complete with a picture of the building (because the location could be confusing), and assurance that I would get a confirmation email within 3 business days when the table would be ready to be picked up. I called ahead to the warehouse as instructed so they would have the table ready. They were very friendly and helpful over the phone. When I got there, I didn't know which door to go in. There was an employee coming out to go to lunch. I asked her where I should go in. She not only gave me that information, she said, "Let me go back in and tell them you're here!" I drove around back to the dock and a very friendly young man was there waiting on me. He said, "The table is assembled and I've wrapped it heavily in foam and tape because I don't want it to get damaged on the ride home. Be careful when you take the tape off. If you see anything wrong at all, just let us know and we'll replace it". I wish I'd gotten both their names. This is CUSTOMER SERVICE!!! And why we continue to come back...