HAVERTY'S FURNITURE

In August of 2013, I purchased a sofa from Haverty's. I saw the style of sofa I like in their store but not in a fabric I liked. I was informed that I could pick another fabric from the samples they provided but this would make my purchase a "custom made" item and any problems would be my responsibility. I understand about custom ordering, if you pick a fabric and when your order arrives and you find you don't like it, it's your problem. But in my case, while I did pick the fabric from the samples they provided, I had no idea the fabric was inferior.and would pill. Firstly, the sofa was made and delivered in October, 2013. It was fine and was placed in my living room, a room not used much but mostly by me when I like to sit in there and read. A couple of weeks later, I was vacuuming and moving the furniture to get under and behind it and when I went to move the sofa, I lifted the skirt and saw that it doesn't have actual legs. They just took some boards, dipped them in stain and nailed them to the frame. I couldn't believe it. I have two sofas in my family room, both skirted and both have legs. I also have two chairs and an ottoman, all skirted and all have legs. In my living room I also have two chairs, skirted and with legs. I never thought when I purchased this sofa to actually look under the skirt on the floor piece to see if it came with legs. It made me sick. I thought, what can I do? I bought a custom piece, they won't fix this. And I was and still am afraid that the boards will cut into my carpet and/or break when I move it to clean. So, I did nothing but everytime I looked at this sofa, it just made me so sad (still does). Now, once again, let me stress that this sofa is in my living room, a room rarely used and mostly by me. I don't think I've sat on the couch more than perhaps 20 times, but one day this spring I was in the living room, sitting in a chair, reading when I looked over at the sofa and saw that the material was pilling. I thought this is crazy, this is a brand new sofa and hardly even used. This material, while it's pretty, is terrible if it pills. It was either not made to be put on a sofa, (which wouldn't you think the salespeople would be aware of?) or it is just cheap material. I sent an e-mail to Haverty's customer service explaining to them what happened and that I know they will not take back a custom ordered piece, but also informing them that I will no longer be a customer of theirs. I think retailers should know why they lose someone's business so perhaps they can use this information for future customers. A very nice girl in their customer service department contacted me and asked me lots of questions about this purchase. She told me she had never heard of any furniture of theirs that didn't have screw on legs and asked me to take pictures of the legs and the cushion that was pilling and send them to her, which I did. Shortly after that another, not so nice girl contacted me, informed me that they had been in touch with the manufacturer of the sofa and that he said that was how he does legs on skirted sofas. She offered to send me a replacement cover for the cushion that is pilling, but I said no because I'm sure the fabric lot number would be different and it wouldn't match and also, it would just be a matter of not much time before the new cover did the same thing. I was really upset the first time I noticed it and if I put a new cover on, I would just be watching it, waiting for it to do it all over again. Let me say that I have purchased several pieces of furniture from Haverty's in the past, most of them I really like, but this was a big purchase for me and I feel they sold me an inferior product. I don't trust them anymore and I won't shop there again.

I suggest Angie's List members not purchase furniture from Havertys in the future.

Overall, very happy with this store.

We had been furniture shopping for a while to furnish a new house, and needed almost everything. We went to Haverty's in North Richland Hills to look around, and a salesman named J. R. Ellig met us and allowed us to look around without any pressure. We found the $700 Panama Merlot TV stand we liked, and also a dining room set. We didn't buy then, but came back several weeks later after more shopping to buy the TV stand. J. R. was very helpful, and after the purchase told us that if we had any problems to give him a call. The TV stand arrived three days later, and it was detached at the top on one side. We called J. R. He contacted Haverty's customer service, who called us to set up a repair appointment. The repair man came in less than a week, and completely repaired, re-stained, and leveled the unit. We were very pleased. We went back to see J. R. several more times to look at the dining room set, as this was a bit more expensive ($2400). He was always polite, helpful, and professional, and never seemed to be put off by our numerous visits without buying. Finally, we bought the dining table and eight chairs. The very next day, we got a coupon from Haverty's for 5% off a new order (no kidding). My wife was exasperated, since we had waited so long and this would have been about a $100 discount. I went to see J. R. and explained the situation. He said he thought he could help us, and he did. After delivery, we received a $90 refund from Haverty's. We were thrilled. However, one of the chairs was defective. I again called J. R., and he ordered us a replacement chair, and switched it out with no problem. This whole experience was nothing short of outstanding customer service. Haverty's is not the cheapest furniture store in town, but their quality of products and superior customer service will keep us coming back for years.

GREAT QUALITY OF FURNITURE. SALES PEOPLE WERE HELPFUL, BUT NOT TOO PUSHY.