HAVERTYS FURNITURE

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The salesman and in-store designer were extremely professional, patient and accommodating. However, Haverty's is a big corporation with a totally inflexible attitude toward the customer. I had never bought there before, but my first clue was their charge of $119 for delivery. We are less than 9 miles from their store, and is infuriating because they REFUSED to negotiate with us on it to any degree. We've had furniture delivered here from Green Front Furniture in Farmville, VA (3 HOURS west of here) for only $95. We have bought over $5000-worth of major appliances in the past year and weren't charged a dime to have them delivered (along with hauling out the 6 old appliances and setting-up/testing the new ones before they left). This delivery charge from Haverty's is a total rip-off. To make matters worse, Haverty's told us we could choose our delivery date and time within a window of a couple of hours, but never honored that claim (over the course of 4 delivery attempts). Only the curio was available for immediate delivery (the chairs were a custom order so we knew we'd wait 2 months to get them when we placed the order). We chose to have the cabinet delivered Thursday, 3/5/15 after 3:00 pm or later. Instead of honoring that time window, Haverty's delivery group (based out of Atlanta, GA) called us the afternoon before and said it had to be on the mid-day delivery window. This caused me to have to totally rearrange my work schedule (and I am self-employed, so if I don't work I don't get paid.) This was a big imposition. Thursday came and the delivery driver/helper were extremely courteous, careful and very strong. They brought the cabinet in and set up the shelves, explained how to hook-up the light switch and even showed me how to use the cleaning kit that came with the curio. Unfortunately, when my husband looked a few minutes after they left he noticed two dings on the front door (above my head, so I didn't see them during the delivery). By then it was too late to get the delivery truck to come back. So the lady at the store told me she would have the delivery group (from Atlanta) contact me to schedule a pick-up of the damaged unit and delivery of a new cabinet. This is where the real trouble began. They offered us the standard three windows of delivery (8-10 am, 10 am - 2 pm, and 3 pm or later). I chose the 8-10 am window on the following Tuesday. Come Monday afternoon I got notification that they would not be delivering until 11:30 am -- 90 minutes outside the window I had chosen. When I called hey were entirely inflexible and accused me of not understanding what I was told (in writing on their website) about choosing a delivery time window. So I had to rearrange my work schedule yet again. This happened on the subsequent two days with two other delivery windows (one day the delivery was cancelled entirely). By this point I was furious, calling the salesman, the store manager, and the delivery group in Atlanta -- and still getting nowhere. When the second cabinet finally showed-up on Friday 2/13/15 (30 minutes PRIOR) to the delivery window I had chosen, it was damaged EVEN MORE SIGNIFICANTLY than the original cabinet. This poor, dear man went out to the truck to unwrap the second cabinet, then came back into my house with a miserable expression on his face, apologizing profusely as he told me "if you didn't like the first one you're going to like this one even less." Then he asked me to put on my coat and come out to the truck to take a look. He had marked the damage with red sticky dots and it was significant in FOUR areas on the front door of the cabinet. At this point I decided to cancel the entire order. After seeing the damage to the original cabinet, the driver explained to me that the trucks are loaded before the crews arrive to make the deliveries, so the driver/helper do not see the merchandise until they bring it into the customer's home. This demonstrates a complete lack of quality control, either from the factory or at the interim delivery warehouse. To make matters even worse, the delivery driver/helper (who were both very professional, polite and careful) told me they were not allowed to remove the original unit without authorization from the warehouse in Petersburg, VA. This would have meant I'd have to re-schedule yet another date for it to be picked-up, once again causing me to miss work. I begged the delivery driver to wait while I called the store to try to get the authorization to get the cabinet out of my house. So he got on the phone to the warehouse in Petersburg and we both waited over 15 minutes to get to talk to anybody. I had to threaten the receptionist at the store in order to get to talk to a manager (my salesman was out, and the two managers in the store were both "tied-up" and unavailable). I finally got the general manager on the phone and she agreed to give the driver authorization to remove the first curio cabinet, but she initially COMPLETELY REFUSED to cancel my order for the chairs. I understand that I agreed to making a special order, but that was only 2 weeks earlier and I was certain no work had been done on them yet, since the store personnel had told me the factor was very backed-up on custom orders. This manager also knew that, and even after I'd expressed to her how much grief, aggravation and money Haverty's had caused me, she did not acquiesce and agree to call to verify that no work had been done on the chairs yet until I threatened her with being "outed" on Angie's List and other social media. She did eventually call me to say that she was able to cancel the entire order and would be refunding all the charges (including the delivery fee) to my credit card. I didn't really care, since by then I had called Master Card and put the whole thing into dispute status. To people who are accustomed to dealing with high-end custom furniture stores Haverty's is likely to be a sore disappointment due to their big-corporate attitude of extreme inflexibility. I will never do business with them in the future. It's sad, because the styles and selection of furniture there are very good, but this experience demonstrates that they have no real regard for the sensibilities of their customers, nor for the value of our time. I feel empathy for their employees, especially the very professional and sweet salesman, who lost a big commission through no fault of his own. Haverty's is doing their employees no favors by treating their customers with such disrespect, especially in light of the poor quality of the products they are selling.

Bottom Line: Poor service after the sale, I would NOT recommend Haverty?s. Read below if you wish to hear all the details. We had been looking for a twin ?captain?s bed? for my daughter and found one we liked at Ikea. On Labor Day, we decided to see if we could find a similar bed with storage drawers local to our home in VA Beach. We found the ?Americana twin storage bed? at Haverty?s and, although it did not have the same Trundle+Storage configuration that the Ikea bed had, we decided to go with this bed instead of waiting for our next trip to Potomac Mills. BIG MISTAKE! After purchasing the bed, we had to pay extra for delivery and setup. Even though the store was having a ?huge labor day sale?, this bed was not one of the sale items. We purchased the bed on Saturday and was told it would be a week before the bed was delivered. A couple of days prior to delivery, Haverty?s called and gave us a six hour window for delivery. The day before delivery, we were given an updated 2-hour window. Haverty?s even has a website where you can ?track your truck?. This was helpful, and allows you to see exactly why your delivery was running late. We were next to the last stop that day and as the day progressed, we could ?track? just how far behind schedule the truck was with each stop. The truck finally arrived and the delivery guys unloaded the bed pieces and placed them in the room. Within a few minutes, they were able to determine that the hardware (nuts, screws, bolts etc.) needed to put the pieces together was missing as were the slats to support the mattress. At that point we were faced with a choice of sending all the pieces back and getting another bed delivered or leaving the pieces and having the missing items delivered at a later date. We chose the latter option and the delivery guys left. A call was placed to Haverty?s customer service where the missing hardware and slats were to be sent via Fed Ex directly to our home, then the truck would be sent back to install said pieces. This was on a Friday around 3pm. The Customer Service rep said it was too late to get the missing pieces sent out that day and would have to wait until Monday ? for us to expect the shipment on Tuesday of the next week. Tuesday comes and no Fed Ex shipment. We then get a call from customer service where we tell them the missing pieces have not arrived and asked them to confirm these items will be on the truck when it comes on Thursday. We are also told that we would once again be the last stop on that day. While on the way to our house, the driver calls telling us the truck is on the way. While I had the driver on the phone I asked him to verify he had the missing pieces with him, after some hemming and hawing he said he would have to check when he stopped. Of course when he gets to the house, there were no pieces on the truck. To the drivers credit, he spent about 10mins in the back of the truck and came back with some screws and bolts saying he could try these. We knew they were not for our bed and thanked him for the effort, but we decided to try the whole Fed Ex, re-schedule again. At this point my daughter has been sleeping on the floor on cushions for 16 days, and I have taken off two days from work to meet the delivery truck. The next day, we get word from Haverty?s that the missing hardware was shipped and we would get it ?tomorrow? ? and the truck would be there tomorrow to install as well. Being that this was a Friday, the hardware would not really arrive until Monday (next business day) so we had to reschedule the truck for later in the week. Finally on Friday September 24, the bed was put together with all the missing pieces ? 20 days after purchase and numerous phone calls to customer service. Our in-store sales rep did refund us $100.00 on the sale for our ?inconvenience?, however I will not be purchasing from Haverty?s again.