Havertys Furniture — Local services in Sterling

Five Star furniture + Five Star Delivery – One Star Sales Consultant = Three Stars

When my husband and I bought our home in 2010 we purchased over thirty pieces of furniture from Havertys in Dulles, VA with the help of a great Sales Consultant named Diane Ross. Havertys’ beautiful furniture combined with Diane’s competence and efficiency made Havertys our first choice for a decade whenever we needed a new piece of furniture.

So in August when we decided we could use a settee in our home library, Havertys was the first place we perused, and the place where we ultimately decided to purchase. Diane Ross had since moved away from Loudoun County, and it was Sales Consultant Mike Brown at the Dulles store who assisted us. We had a very clear idea of what we were looking for and were unconcerned by the lack of attention from Mr. Brown, who was flattering other customers much of the time we were in the store. However, once we had selected the Monroe Settee to purchase we were interested to hear what colors were available to order, since we had been hoping for a shade of red to match our two overstuffed Havertys chairs. He assured us several times that the settee was only available in a creamy white shade called Bella Pearl and could not be purchased in any other color. Diane Ross had always assured us that if we didn’t like the fabric choice on the floor models they could be upholstered in a variety of shades and fabrics. But, since there seemed no reason for Mr. Brown to lie, we settled for the Bella Pearl and placed our order.

Once home I went online to double-check the dimensions so I could have a space cleared for it when it was delivered. I was appalled and angry to discover that the Monroe Settee could be custom ordered in dozens of colors including eighteen shades of red! My husband returned to the store the following day where Mr. Brown admitted that yes, the settee could be ordered in a multitude of colors and had no clear response as to why he had been unwilling to help us make that selection the day previous. His half-hearted apology was very insincere and my husband decided to return the settee we had ordered in-store in favor of shopping at Havertys online. Mr. Brown was very reluctant to process the refund, but eventually stopped contending and complied.

After the return, my husband persuaded Mr. Brown to show him color swatches available to upholster the Monroe Settee; None of the color names on the swatches were the same as those listed online (though the colors themselves seemed similar). When we later called customer service to confirm the color names on the swatches they informed us that the color swatches Mr. Brown showed my husband were not shades or fabrics currently available from corporate. We placed our order online hoping that the color we’d chosen from our computer screen — Bella Berry — was true to life and would match our Havertys overstuffed chairs.

The settee was delivered nine weeks later. Our deliverymen, Darell Tarry and Gregory Smith, were courteous and professional: they wore masks and treated our new settee with care, making sure we were satisfied — the professionalism we have come to expect after so many furniture deliveries from Havertys. Since we were never able to view a fabric sample in person, it was a relief the garnet shade of the velvet settee complimented our other Havertys furniture pieces perfectly!

For a decade we thought that Diane Ross was representative of the integrity and high quality customer service that Havertys expected of its employees. In contrast, Mr. Brown showed a complete lack of regard for our time and safety — shopping during a pandemic with small children. His requisite apology, emailed after the fact, did nothing to mitigate. After this recent experience with Mike Brown, I do not know if my husband and I will ever shop for furniture at Havertys in...

Never have I received such terrible service in my life!! I purchased a bed and vanity from them only to have them delivered damaged and chipped! When I mean damage I mean scratch marks all over the top of the vanity and chipped wood & paint. By the time I checked out the furniture, I realized the delivery guys had already left! I called customer service immediately and they could care less! They wanted to send a technician a WEEK LATER even though this was by no means repairable. After speaking with a supervisor, they decided to make an exchange as they realized it was defective from the images I had sent. (Shocking) Since I work, I requested for them to come after 4pm as I can only leave an hour early for this inconvenience. Fast forward to delivery day they sent me an email confirming around 2pm! After calling them again to reschedule this, they then let me know the vanity was not able to arrive until Friday due to safety concerns. Again, I asked for them to schedule on Friday because I cannot keep leaving work early and I need to have all items delivered in 1 day. After escalating this further AGAIN they finally obliged. Once delivery day had finally arrived I noticed I received an email to confirm a delivery time for the vanity. Confused, I called them back to ask what this email was about and they let me know the vanity was going to be delivered at the end of September. Confused yet again as this was not what they had communicated to me they continued to show no desire to take care of a problem they had created. As much as I loved the furniture I had purchased it was simply not worth the headache and inconvenience their company has caused. After asking for a refund and escalating this further AGAIN they finally obliged for the drivers to come and pick up their damaged furniture and give me a full refund. Once the drivers arrived they asked why I didn’t like it. I went on to ask them if they had seen the damages on both items, when the same delivery guy from last time answered “oh yeah the scratches on the top of the vanity right?”

I thought I was done with them only to receive a phone call from another customer service rep. She asked if I had liked the furniture where I answered “what furniture?” She went onto ask what damages I was referring to and I had let her know to open the 2 service tickets to get further details as I was exhausted from this. This customer service rep then had the nerve to hang up! After calling back speaking with the supervisor AGAIN she let me know they didn’t need further information since the tickets had all the details they needed. Insanity! Their lack of professionalism & integrity is shocking coming from a high-end furniture store. Save your money and the headache and order from amazon! I work in the customer service industry, and would never treat any one the way they have treated me. Customer service...

Save yourself from headache and buy furniture elsewhere. Their price doesn't match the quality at all. Back in 2019, we purchased furniture here worth of 10k and also bought the gold protection plan which is unreliable and pain in the a** to reach. Had issues already with one of the furniture just few months after we got our dining table the wood is starting to show cracks. called haverty's and they sent us a new table top thats great for sure, a year later another issue and filed a claim to fix our table that is covered by the insurance. Received an email that my claim is approved and a technician from guardsman will be coming over to fix the table. Technician came, and didnt fix the table he just said he cant do it. So here I am again going back and forth havertys and guardsman and the only answer I got is to wait 30-45 days and no assurance if they will fix my table or not! Once they got your money and paid thousands of dollars they couldnt careless. the after sale is just a big joke. Do yourself a favor and buy elsewhere and save yourself from headache and poor quality furniture.

Update: 12/27/2021 Finally heard back from Guardsman and will issue a new table top. Will update comment...