Haverty's Furniture

September 15, 2015Dear [redacted],This letter is in reference to the letter received on September 11, 2015 regarding case it [redacted]. spoke with the customer and apologized for the experience he had in our store. We worked out a compromise for his concern, and consider the matter closed,Regards,Steve M.Asst General Manager

September 3, 2015Dear [redacted],This letter is in response to Customer, [redacted] of [redacted], Woodbridge, Virginia [redacted] complaint of product issues. [redacted] purchased the [redacted] queen sleeper, [redacted] Cocktail table and protection plan including tax for a total of...

$1450.06 on August 15, 2015, The product in question is the [redacted] queen sleeper ($999.99) which was delivered on Wednesday, August 19, 2015. [redacted] came in to the Woodbridge store on Thursday, August 20th and spoke to his sales associate. At that time Ms. D[redacted] came and asked if I could assist her with her customer, spoke to the customer and explained that the mattress that he received is the one that comes with that particular sofa. He in turn explained to me that the mattress is very uncomfortable and he wanted a more comfortable mattress that he had seen on another one of our sleeper sofa's. I asked him to show me which mattress he wanted and he at that time wasn't sure which one it was all he knew is that it was blue and foam. showed [redacted] all of our mattresses that are on our sleeper sofa's and none of them were blue. then proceeded to look up what an individual queen size sleeper sofa foam mattress would Cost, quoted him the cost of a queen innerspring mattress with [redacted] (memory foam) topper is $259.99 and a foam mattress with Gel topper is $459.99, explained to him that would be willing to work with him, however there would be a price difference between the mattress he received and the mattress he would exchange it for. He was very sure that he did not want to pay any additional amount but was not sure of the exact mattress that he wanted, then explained that he still had time to think about it since he did have the three day promise which allowed him to cancel or reselect within 3 days from delivery. [redacted] said that he would go home and discuss it with his wife and he would let me know. [redacted] did not call back to the store.If you should have any further questions, please do not hesitate to contact me.Thank you, Kathleen H.Branch Manager-Woodbridge

[A default letter is...

provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I have been in contact with [redacted] and completed service on May 27, 2016 to repair his sectional to the customers satisfaction. If you should have any questions or concerns, please do not hesitate to contact me.Thank you,Kathleen H[redacted]Branch ManagerHavertys Furniture

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and agree with their letter.  A resolution has not been met yet but Haverty's is working with me to find one.  I have satisfied with their responsiveness and willingness to help come to a fair resolution. 
Regards,
[redacted]

Review: We have on several occasions requested that our California King mattress that we paid a substantial price for at Haverty's be replaced as was allowed under our warranty. The mattress has lost its

contour and shape, its quality, and quite frankly its ability to provide for a comfortable sleep. Back and neck issues have occurred from the constant attempting to sleep on this mattress. We have requested on several occasions (someone in the area of four times) that Haverty's replace this mattress and honor the warranty. A representative was sent out to our home to take measurements and pictures, which were to be used to make a decision on whether to honor the warranty. We were denied on each attempt. We were never provided with a copy of the findings, just quoted information over the phone that we didn't meet the measurements for exchange. Each time we were told to try again in a couple of months to see if the measurements have changed. The customer service at this store location has been poor, case in point, we have in our possession, the email with an attached photo that was sent from the inspecting representative to Haverty's of mattress results that do not belong to us, it was a completely different customer, and the picture proves it. But this is what our fate and our health rests on. I understand that Haverty's does not provide inspection results to their customers, due to the information being "proprietary," but the photos that I have of what is supposed to be my house, my mattress, and me the customer, is not any of these things and that should raise some questions.Desired Settlement: Listening to the customer would be a huge improvement. We are not asking for the mattress to be replaced just for the sake of effecting the warranty, the mattress is very uncomfortable and is causing back and neck problems. Our back and neck pains do not recognize your measurements. Let's stop fooling with these ridiculous measurements and replace the mattress.

After a long search for new furniture, we elected to purchase from Havertys. The sales experience went well and we even had someone come into our home to take measurements and assist us in our decision making. For the family room, we purchased a sectional couch, pillows, and floor rug. For the living room, we purchased a couch, swivel chair, reclining chair, ottomans, pillows, and a floor rug. Needless to say, we spent a lot of money at Havertys.
While the sales experience went well, the quality control of the furniture is poor. The feet of our sectional couch had scratches and a rip in the fabric in one cushion. A service technician was sent to replace the feet and we were mailed a new cover for the cushion. We were hoping this was a mere blip on the radar but this was merely the start of our frustration with Havertys.
Next came our living room furniture. The swivel in the swivel chair arrived broken, so another service technician came over to fix it. More frustration but it was fixed. The final delivery was the custom made ottomans and pillows. The ottomans arrived with small wood chips and shmutz in the fabric plus an embedded staple. The pillows were poorly stitched.
We had the delivery men take them back. Havertys initially looked at the ottomans and told us that they would be sent to our local store so we could look at them again and see if we wanted them remade. After two weeks of no communication, I called in and was notified that the ottomans and pillows were being remade and would be ready in about six weeks. However, there were multiple delays in having both the ottomans and pillows remade that pushed the delivery back another six weeks. To Havertys credit, they partially compensated us for the ottomans. When the second set of ottomans arrived, another staple was embedded in one ottoman. We were told that our options were to return the ottomans or keep them. It felt like Havertys was dismissive and callous to the situation. With the constant problems we experienced, it was a surprise that they weren't more over the top in their response to ensure we were satisfied.
Prior to our purchase, I had seen several negative reviews of Havertys. Here's another to add to the list. Do not purchase your furniture from Havertys as it's quite likely you'll experience similar frustrations in their products as we did.