Havertys Furniture — Local services in Virginia Beach

Let me start by saying this was my second trip to the store and had done my research of what I wanted prior to arrival. The sales lady Bonnie C. was extremely curious, helpful and the only reason for the 2 stars. During the first trip, we discussed what I wanted, looked the piece up which had 1 in stock and others could be ordered, fine. Came back within days, during this "Black Friday" sale, met with the same sales person and was ready to purchase. Only to learn, they did not have the item at all, stock or order, so I was offered the floor model with a discount....um....ok. To take advantage of the sale, I decide to use bank financing deal offer with no interest, after all I have the line of credit and why tie up my $$. This is when the self described store location owner steps in to tell me that I have to put down 25% of my purchase because I am buying the floor model??? Wait, I didn't ask for the floor model and it only became the floor model because your location does not have any more that can be ordered and you offered it to me! (This is VB, I can go to the Hampton store). And then proceeded to inform me that because I was financing it she didn't know if I was going to pay my bill and she wasn't going to make any money off the interest....really, so you that bank now too?? Apparently Synchrony Finance bank, which isn't Haverty's, doesn't have a problem with my finances considering the line of credit is 10K and I was spending less than 2k. (I guess my rainy day appearance gave the impression, that I couldn't afford to shop there). Let's be clear, this item is neither a Berhardt or Hooker furniture item. So while she is telling me I need to read the fine print about a mark down and down payment, that I didn't ask for, but she's going to wave the down payment this time because she knows that I purchased there before and paid cash..(uh do know it is my last purchase!) And then she got nastier and walked way, when I laughed and told her that either way, this deal was going to work in my favor, I am either going to pay for the deal with the advertised offer or I was going to walk out, you keep your on the spot floor item with new made up conditions while I go get what I wanted, a non-floor model on the terms advertised from another location. Needless to say the so called store owner is the absolute worst, insulting person ever to sale ice in the summer. When Bonnie first had a issue with locating it in the system and called her over, she was never pleasant like you would expect when someone is trying make a sell. NO..."Hello, how are you today, I see we no longer have that in stock, let me see what we can do to help you get this item". Customer Service is everything, especially when your prices are not that cheap and there are other options...like Willis Furniture is down the street. Bonnie you are a nice lady, find another place to work, this location for this manager/owner isn't it and she will most likely suck...

Purchased a sectional from this location with Mercedes on 1/16/2019. For her part she provided the best customer service experience she could given the national "top drawer customer service team" in Atlanta.

The delivery expectation was written as 5-7 weeks for custom orders on my receipt. My first delivery request notification was on 2/7/2019, requesting delivery scheduling.

1st scheduling was setup for 2/13/2019. 2/12 comes around and they cannot make the delivery due to the truck, with the other part of my sectional, did not make it to the warehouse. So according to customer service only one part is available, but next day it'll be there. 2/13 rolls up, call from CS that the truck still missed warehouse delivery and would need to be pushed to 2/15 delivery. 2/14 comes up and CS calls yet again that the truck still didn't make the warehouse in time. I asked how it takes 4+ days for a truck to get from Atlanta to VA Beach but they come clean and tell me they have no idea where the truck is. How you lose a truck? So I told them that I want the piece they do have now... and deliver part 2 when they figure out how to locate their own truck. I also said I felt super inconvenienced by all this rescheduling and lack of confidence in their ability to track their own product. So they waived the delivery fee for inconveniencing me reworking my schedule 3 days in a row.

I called every week for an update until someone finally told me that the sectional piece i was missing was damaged in the original transit and they would have to remake it, but no ETA on it. Mercedes then told me they would have it to me 8-10 weeks per their order expectations laid out we ordered originally. Which is contrary to their invoices which say 5-7 weeks. It took until 3/18 for them to finally get the finished product scheduled for delivery the following week. So in all it took them 9 weeks to get something to me that they contractually agreed would take 5-7 weeks. The only compensation i got was the original delivery fee waiver for initially being upset for losing their own truck and rescheduling me 3 days in a row.

Overall I enjoy their product but besides my direct sales associate, Mercedes, I was not impressed by this process "top drawer...

I have never seen such lying, rude, unprofessional people in my entire life. I contacted havertys concerning my dining room bench, because it had become discolored after cleaning it with plain water. They sent out a so called fabric expert to assess the bench, at which time he notated what he had seen and assured me that havertys would be contacting me within 48 hrs. 72 hrs later I made a trip to the store and spoke with a manager. She refused to take responsibility for Havertys selling me a defected product; and directed me to reach out to Guardsmen. So, I immediately contacted a Guardsmen representative. The representative was professional. He explained some of the process to me, and he emailed me the paperwork that was necessary to move forward in the claim process. During our conversation he stated that the bench should be covered by the 1 year manufactures warranty and to contact havertys to verify this. He also stated that if it was discovered that the bench wasn't coveref to compete the claim form. I contacted havertys service department and explained to them what was conveyed to me from the guardsmen representative, verbatim. They literary turned my words around. The havertys representative said he would be contacting Guardsman to inquire às to why they refused my claim. I immediately reminded him that I had never, ever, stated that Guardsmen refused my claim. His response to me was that he did not care, and that he and his supervisor would be contacting Guardsman and holding them accountable for refusing my claim. I could not believe what I was hearing! The bottom line is this, haverty's sells their customers on a hassle free return policy and the customer comes first approach... Do not believe anything they tell you. You are not important to them! Their entire process is...