Haynes Furniture Company, Inc.

Review: I purchased two of the same reclining sofas along with additional furniture. After we got a chance to sit on the furniture it was a few days and I called customer service to get repaired if possible. The one sofa had a problem separating from the other pieces which caused it to unnaturally slant outward. The service tech. came out to the home approximately two weeks later and explained that they could not repair and believed it to be a manufacturing standard. This was not acceptable as the one sofa had no issues. We went back to the manager and who helped us escallate to customer support director level. After several calls back to customer service they explained that there was not further action they would take. I called both the manager and customer service with no response back.Desired Settlement: The service department has determined there is no repair for the sofa I purchased that I believe to have a manufacturers defect if it cannot be repaired. I would like to have the sofa picked up and get a store credit or refund.

Business

Response:

Hello, We did send out a technician who looked at the sofas, and did determine it looks exactly as the vendor intended, and also matches the way our floor sample looked. We can not change the way the vendor made the item-so there is no repair or fix. This is a very popular item, and good seller for our company, and I'm very sorry to hear that Mrs. [redacted] is not happy with this product. Because there is nothing wrong with the product, we will not authorize a return at this time. The product is covered under the one year in home service warranty, and if Ms. [redacted] has any problems with it, all she has to do is call customer service and we will send out a technician. I am attaching a picture of the sofa as shown in the customer's home.thank you.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Since I purchased two of the same sofas and only one has the issue I do not want to keep the defective one. The one in the store is defective also. The tech said he could not fix the sofa.

Review: Purchased furniture and 5-year warranty from store 4/4/15 and was told we have a 2 year price guarantee. Emphasized emphatically to the salesman Bobby S[redacted] that the leather furniture color must match on all 3 pieces and we were assured it would ship to their warehouse from the same p.o. Furniture delivered 6/6/15 and colors did not match but was told a 10% restocking fee would apply if rejected for color. After a week of having this embarrassing mismatched furniture, I called and worked weeks and weeks with cust svc (who agreed the furniture shipped from different p.o.s) and finally received resolution and delivery of a matching set on 8/16/15. On 5/16/15, I called the store to honor the 2 year price guarantee as I received a 15% off flyer in the mail - they DID honor this discount with no issues. On 9/3/15, I called the store again to honor the 2 yr price guarantee as I received a 30% off flyer in the mail and asked for the additional 15% off for my price guarantee. After speaking with a receptionist, Bobby S[redacted] (salesman), a billing clerk (who was nice enough to leave a msg. with the bus office to call me - which they never did), my wife and I called back around 4:30pm and spoke with the sales mgr. Milton W[redacted]. This mgr. told me the 2 yr price guarantee was not longer valid and was only valid 30 days after delivery of furniture (policy changed 5/1/15 - our final delivery was 8/16/15 - called on 9/3/15). I assumed I was grandfathered in the policy as our purchase date was 4/4/15. He would not honor the 2 yr policy I was given, even laughed and we told him it was NOT funny...so he referred us to the store's gen mgr Kyle who also would not honor the 2 yr price guarantee policy. When we asked Kyle the gen mgr how affected customers were notified of this change in policy, his response was "it was posted in the store." That is not acceptable notification and Haynes needs to honor this 2 year price guarantee with the addt'l 15% discount to our acct.Desired Settlement: Haynes needs to honor their 2 year price guarantee to buyers that purchased furniture prior to their policy change date of 5/1/15. NO notification was given/sent to these buyers that there even WAS a policy change on the 2 year price guarantee. Regardless, our final delivery (of which I have a signed delivery slip for the exchange of mis-matched furniture) was made 8/16/15 and I called 9/3/15 (still within 30 days of final delivery) - but that does NOT make it right that no notification was given to customers who made purchases prior to 5/1/15. Application of the additional 15% discount adjustment to our account as requested for the 2 year price guarantee (to honor the 30% off offer we received) is the only acceptable corrective action. Not honoring this policy is UNACCEPTABLE and DISHONEST. We are hopeful this CORRECT resolution and satisfaction will be received by us/honored by Haynes.

Business

Response:

Hello, I am sorry to hear there was confusion on the purchase [redacted] and the advertising of our sale prices. I did have the sale reviewed, and the order DOES qualify for the advertised prices. After applying the discounts, the refund or credit back to [redacted] would be $775.71 plus tax. This information has been sent to the store manager at store 102 Haynes in Richmond, [redacted]. If the order is financed, the credit should appear on the finance account. A note has also been entered into the ticket in case there are any questions.thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Regards,

Review: Saturday May 3 I had scheduled a delivery for an order placed with Haynes Furniture. Only 1/2 the order came.after many phone calls I received a verbal guarantee from the [redacted] and the [redacted] that my " second" delivery would be the next day by noon and I was to receive a credit for the trouble. My "second" delivery was late and I am still waiting for my credit. The [redacted] store called me a few days ago saying they must have the credit card the order was originally purchased with. That card is no longer a valid account. I gave an alternate card and offered to take a check instead. I have called customer service requesting contact information for a district /regional manager. I was told to leave my information and someone would call me back..... I called customer service again today. I was told the Cust. Service rep would call the [redacted] and get back to me by 1030. I called them again at 1245 only to be given more run around. I sent an email to Haynes via their website.

A representative called telling me I needed to go to the bank for paperwork! I told him to just forget the credit. I was not doing anything additionally for them when they are at fault to begin with.

Business

Response:

Our company controller has authorized the refund for this consumer to be issued by check . The refund check will be included on Wednesday's , 5/14/2014, check run and mailed to the consumer the following day.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: We received an e-mail about a 50% off store wide sale plus in addition a tax free weekend. My wife has been watching a specific leather sectional on the Haynes web site priced at $4999.00. She was very exited to see the sale that was supposedly for VIP customers. She called the store and inquired because of Haynes reputation for gimmicks. Not only was the sectional not 50% off, it was marked up to $5499.00 to cover the supposed tax free weekend. When she complained, she was told that the price of $4999.00 must have been a mistake. It has been priced at that price for months and still is at the time of me writing this complaint. She was told that the sale did not include leather sectionals when it says in the email that all leather is included. She was told that must have been a mistake as well. There is also a video specific to what is include that also says leather include. There is no disclaimer stating certain brands that was told to her when the no leather scam didn't work. This is just false advertising at its worst. I have all documentation including a snapshot of the sectional on the site that by the way has a banner through the picture saying 50% off. I did leave a message for the store manager to no avail. No return phone call. I also posted on the facebook page and my complaint was removed.Desired Settlement: 50% off the $4999.00 with no tax as advertised

Business

Response:

Hello, We would be happy to discuss our ad with Mr. [redacted]. The tax free offer could not be combined with any of our other promos, but was available for items not already reduced or on sale.50% is off the comparative value the product can be found inother retailers.We can’t address the specific group price without knowing whichgroup it is, but our store manager will contact Mr. [redacted].thank you.

Review: I purchased an extended protection plan[redacted]) with my bedroom set on 9-1-2012 in the amount of 329.95. At the time of purchase, I received a brochure of the items that are covered. I submitted a claim on 3-26-2012 and was denied." Based on the information that was reported, the damages occurred outside of the specified timeframe listed on the warranty certificate". This was the explanation provided. Haynes never provided me a certificate nor any other documentation pertaining to a timeframe . I was sold a product without proper information to adequately use it. I have gone through three store managers since this has occurred. Each time I have to start over and wait. I have been given the run around. Lastly, I emailed and spoke with floor sales manager [redacted] on 9-16-2014 and he went through the same process with [redacted] and got the same results. Mr. Waller was suppose to pass my information to the current store manager [redacted]. I spoke with [redacted] on 1-30-2015 and told him my situation. He clearly stated that there nothing that he could do and that customer service had to handle it. We called customer service and they sang the same tune. Haynes sold a service/product that I could not properly use due to their negligence and are not willing to take responsibility. If I was given the proper paperwork I would have submitted my claim within the proper timeframe. I am frustrated and greatly disappointed with Haynes due to their lack of concern for their customers.Desired Settlement: Haynes should pay to have my furniture repaired by a certified technician.

Business

Response:

Our records indicate that the customer did know how to file a claim and did file a claim. Here are our notes from the customer file:This log entry is from the previous store manager in our Richmond store on [redacted] came in to the store after her [redacted] claim was denied. She admittedly did not notify them immediately after noticing the issue, but her documentation given at time of purchase did not list a timeframe to contact them. Can someone please contact customer to see if there is anything that can be done? Her claim number is [redacted] and she can be reached at [redacted]. Thanks!?

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I purchased 3 tables from this furniture company and in addition I purchased the extedned warranty. The glass broke on one of the tables and when I called to have it repaired I was told that they don't make that particular model any longer. I explained that I only wanted the glass repalced. They stated I had to choose another set of tables and pay the difference in the model if I wanted to replcae the tables. I once again stated all I wanted was the glass to be repaired as advertised to me by the sales person and by the contract which states that the furniture is covered for 5 year. The store stated that customer servicie will be in contact with me, upon waiting several days I called back and they gave me the customer service number. Customer service stated that the store has to take care of you not there department. When I called the store back they stated customer service needs to take care of it.

when I called the store back and aksed for the manager they stated he would call me back and I have yet to recieve a call.

this was 2 weeks ago.

I feel that they are trying to take advantage of me because I am an older woman. this is outrageous.Desired Settlement: I want my glass replaced immediately and I do not want to lay out any of the costs up front.

Business

Response:

[redacted] filed a claim through [redacted] for damaged glass, and was approved for a replacement of the merchandise. it is a three pack of tables. The tables are not available to replace and neither is the glass. We can not repair glass.

[redacted] was offered to reselect to something of the same value. If the reselection was a greater amount, she would need to pay the difference. We keyed in an exchange reselection order [redacted] on 9/22/14, and will hold that order open until Oct. 22. If we do not hear from [redacted] by 10/22 we will notify [redacted], and the ticket will be voided and closed.

09/22/14 13:26:13 - SW3 - Manually Entered Comments

[redacted] FULL REPLACEMENT

CLAIM# [redacted]

PO# [redacted] Rep is [redacted], however, [redacted] needs to go into the nearest Haynes store to reselect.

Thank you.

Review: On 8-17-13 My boyfriend [redacted] and I went to Haynes to buy a new bedroom suit. We bought a new bed, [redacted], and 2 night stands and were told it would be at the store for pick up the following Saturday 8.24.13. We took the [redacted] home the day of purchase 8-17-13 but the rest had to be shipped from their warehouse in Williamsburg. On the 24th [redacted] went around 2-3pm to pick the furniture up. It had not been shipped to the store for pick-up nor had they called to let us know , and they had no explanation of why, they said they would find out and call us later that day. At approximately 7pm I received a call from the salesman that we did all the business with. He explained that the bed he ordered for us was broken in the warehouse and they would not be able to replace it because what we had paid for was a discontinued suit and that we would need to bring back the [redacted] and pick something else out. I asked about the price difference and he explained "that would depend on what ever else we picked out" (meaning it was our problem). I asked if the floor model was a Queen size since that was what we originally looked at to make the purchase to begin with and he said yes but we could not have it because it came with an extra dresser and they would not break up the set (mind you we took the [redacted] home the day of the purchase). He explained that he would call me back with a time to meet for the next day (Sunday) and he would walk threw with us and help us but this would be after Church. He never called so we went around 11am Sunday 8-25-2013 and passed him in the doorway to proceed to ask for a Manager of the Store [redacted]. When we asked what was going on she was very aware of the situation and proceeded to say the same as the salesman (only she was unaware that we took the [redacted] home the day of purchase). [redacted] and I at this point are very up-set and feel that they took our money the week before with a plan to make us buy the extra dresser that we didn't need. I called the police to find our local Officer made the statement that he receives these calls from this store all the time and that its a civil matter. If I walk out of a store and don't pay for something its called stealing. I had paid for my merchandise and was not allowed to leave with it. Ive since talked to several people on [redacted] that have had similar issues with this company.Desired Settlement: We have already took the [redacted] back and wish to make a report of what shady dealings this company is up too. We paid half cash and half credit card. I have now been informed they have up to 45 days to refund my credit card and said they would send us a check in the mail. Meanwhile [redacted] and I are sleeping on the floor.

Business

Response:

Sales explained to the consumer that in order to get the bed that was displayed onthe showroom floor, the enire set was a package deal.The consumer not wanting all the pieces, agreed to purchase the chest floor sample, and receive the queen bed0(headboard, footboard, and king size rails) Slats would be the consumer responsibility. Unfortunately, due to an inventory error, the bed was not available from the warehouse. The customer was given the option of full refund or select another selection. The order was cancelled and the customer returned the chest for full credit. The customer was initially and ultimately aware of the floor sample purchase package.

Review: I purchased a 5 year extended warranty for a kitchen table set 4 years ago. Recently, there was damage that occurred to the table top and we requested it be fixed under the warranty. A technician assessed the damage and stated that he could fix it, but it would be cosmetically and financially best to just replace the top completely. A full replacement of the table top and bas was approved...however, the item is now discontinued and they can no longer provide a "replacement." The table was purchased as part of a "complete kitchen set" and there are no alternate tables even close to matching the rest of the "set." We have discussed this issue with the company and have attempted to remedy the situation after several phone calls. I requested that the technician just "repair" the top as he originally stated he could. I was told: "We cannot have the technician repair the top because it would be more cost effective to just replace the unit." I explained that there is no longer a "replacement" for the top...so a "replacement" is not a viable option. The Haynes company then stated that we have 6 months to use "store credit" in the amount of $401 to find a replacement within the store. Keeping in mind there are no suitable replacements. After 6 months, we will no longer have the credit.I feel they are not fulfilling their warranty obligation that we paid for. All we want is a satisfactory repair or replacement for the "kitchen table set" we purchased the warranty for. Nothing more, nothing less. I am more than willing to work with them for a remedied solution, but I feel they are more concerned about "saving a buck" then fulfilling their obligation and maintaining customer satisfaction.Desired Settlement: I feel a fair solution would be to have a technician repair the table top as he previously stated he could. An alternate option would be to refund the "credit" in cash so that we can find an alternate top that would more closely match the rest of the "set".

Business

Response:

Revdex.com Case # [redacted] – Haynes

Furniture Company, Inc.

[redacted]:

We have contacted The customer’s

[redacted]. for the service technician’s report and pictures. We

have also asked [redacted] to question the service technician

regarding ability to restore the table because he reported “very large areas of

the finish removed and bubbling (typically caused by moisture under the

finish) If to complete, order table top.”

The customer’s [redacted] warranty

states “No merchandise credit or replacement furniture will be offered for

matching pieces of furniture.”

We have also showed the pictures

of the customer’s table to our vendor warranty service technician and he

advised that the table can not be restored in the home. The [redacted]

Warranty Co. has approved a generous resolution. Their warranty also

states under limitations and exclusions:

Generalized or acccumulated

damage from, wear and tear, maintenance and/or every day use.

Table purchased 6/01/09

Review: I purchased a recliner from Haynes Furniture on [redacted] in October of 2015. I financed the furniture and put a deposit of $144.00 down and all fees and taxes and purchase of furniture were on the bill of sale. I get a bill from the company that has a charge of the original bill of sales and a $20.00 processing fee that does not go with the bill of sale of furniture which is two weeks after the purchase.

I would like to know if this is a new practice because I thought all charges and fee were to applied on the date of the contract and not afterwards?

Business

Response:

Hello, On the application that was signed at the time of purchase for finance, the $20.00 is described. I have [redacted] the paragraph. thank you

Review: My father and I purchased a sofa sleeper, table and chair set, and a mattress from Haynes Furniture on [redacted] in Richmond in July of 2014. All of the furniture was loaded onto a U-Haul that we rented and driven to [redacted], NC where I live now. We heard all about the warranty when it was purchase and that it was for one year. Nothing was ever stated about having to live in a certain area. Now it is less than a year and sofa sleeper is coming apart and is unusable. When I contacted Haynes they asked that I send pictures, which I did, and proceeded to tell me that I was out of their service area and that there was nothing they could do for me even though it is still under warranty. I spoke a lady named Shonte on 5/8/2015 to report the problem. I then received an email from [redacted] Brown who stated that he was a supervisor and that still nothing could be done. I then received a voice mail from his supervisor [redacted]) and returned her call a week ago have not heard anything back when I left a voicemail for her. I then emailed [redacted] again stating that I had not heard back from [redacted] and I received no response from him. Now I still have a broken piece of furniture that is under a warranty that is unusable and no one with the company seems to want to help me. My father is 74 years old and a veteran and we paid good money for these pieces of furniture. I hope the Revdex.com can get more of a resolution than I got. Thank youDesired Settlement: I would like for it to be fixed, have another sofa delivered, or be given a refund.

Business

Response:

Hello, We have talked to Mr. [redacted], and on his order at the time of purchase he lived in our local area. The address on his ticket is [redacted] Va. 23112.Apparently Mr. [redacted] has moved or made the purchase for another address. We would have no way of knowing where he would be taking the merchandise, but where he has it now, is outside of our local and out of town delivery and service zone. We did explain that where he lives is not in our service area. [redacted] did return his call, and we do not have any other calls showing for her from Mr. [redacted], but [redacted] will be glad to call him again. If the issue is something small, like a cushion problem or a leg that needs to be replaced, we would be happy to part order and mail it out if that will take care of the problem.We can also look at the pictures (if he sent any in) and send them to the vendor and see what they say about whatever the issues are. If he has not sent us pictures, we will ask him to send us some so we can see what can be done to assist him.thank you

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The address on the ticket is my father’s address as it was his credit that was used for this transaction. We told the sales associate the whole time why we were purchasing the furniture. It was for my move to [redacted], NC. This was perfectly known to her as to why we were buying the furniture. Pictures were sent the first week in May. [redacted] did finally return my call yesterday, May 26, 2015 around 7:00pm and stated that she had the pictures and would call me back after she forwarded the pictures to the vender on Friday. It really sounds to me like the right hand doesn’t know what the left hand is doing.Regards,[redacted]

Review: I purchased a mattress from Haynes on 5/24/14. My salesman [redacted] was wonderful and has been through my whole order process and delivery problems.On 5/31/14 my mattress was to be delivered. The mattress came and I started looking at it and the paperwork that came with it. It was the wrong mattress. I called [redacted] and sent pictures of the label and he confirmed the wrong mattress was delivered. He said this has happened before. He then arranged for my correct mattress to be redelivered. Tuesday my delivery was scheduled from 4-7. No delivery. I get a call at 8:45pm saying they were on their way. They showed up at 9pm!!!! This is such bad customer service on the delivery teams part. What a headache this has been.Desired Settlement: A discount would be nice since I had to get someone to stay at my house and wait for this and it never came on time nor did I have a phone call stating they were running late!

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by haynes broad street regarding complaint ID[redacted].

Regards,

Business

Response:

Hello,

We will reach out to this guest today. All of our delivery time frames are estimated, and this is stated on the back of the order, however our delivery dispatcher should have called [redacted] before the estimated time frame ended to give an updated arrival time.

As soon as it was confirmed that the bedding was not what [redacted] ordered, we apologized to [redacted] and arranged an exchange to correct that mistake. It was discovered that the mistake actually happened on the delivery truck, when the delivery team mistakenly pulled the wrong set off the truck.

We believed [redacted] was satisfied. I will have a phone call go out to her today to apologize again, and we will be happy to send her a gift certificate.

Thank you,

---------- Forwarded message ----------

From: Cindy Arthur <[email protected]>

Date: Sat, Jul 5, 2014 at 9:06 AM

Subject: RE: You have a new message from the Richmond Revdex.com complaint #10081660

To: "[email protected]" <[email protected]>

Cc: Susan Hangarter <[email protected]>, Brandy Barkley <[email protected]>, Precilla Santiago <[email protected]>, Fab Jones-Hill <[email protected]>

Hello,

We will reach out to this guest today. All of our delivery time frames are estimated, and this is stated on the back of the order, however our delivery dispatcher should have called [redacted] before the estimated time frame ended to give an updated arrival time.

As soon as it was confirmed that the bedding was not what [redacted] ordered, we apologized to [redacted] and arranged an exchange to correct that mistake. It was discovered that the mistake actually happened on the delivery truck, when the delivery team mistakenly pulled the wrong set off the truck.

We believed [redacted] was satisfied. I will have a phone call go out to her today to apologize again, and we will be happy to send her a gift certificate.

Thank you,

Cindy Arthur

Customer Service Director

Haynes Furniture Co., Inc. & The Dump

757-552-1552 office

Review: On November 13, 2010 I purchased a recliner at Haynes Furniture Store. In addition to purchasing the recliner I also purchased a protection warranty to cover the recliner. I was told that warranty would cover cracking and peeling on all vinyl and leather of the non seating area. So I purchased the warranty. Since I have had the recliner it has peeled and began cracking. I contacted the store to let them know what was happening and didn't think it would be an issue since I had purchased the warranty. The store informed me that they would not replace the recliner because it was bonded leather. I explained to them that I was not aware of that and the salesperson at the store recommended that I purchase the warranty for this particular recliner. Why would he sell me a warranty for the recliner if it didn't cover the item I was purchasing? Now that something is wrong Haynes furniture does not want to cover the warranty and now wants to differentiate between vinyl, leather, and bonded leather. I am very upset about this as I am a senior citizen on a fixed income and would have never purchased a warranty if it was not going to be beneficial to me. Since I have been going back and forth with Haynes regarding this matter I would like a refund in the amount of $89.99 which is the amount that I paid for the warranty. Had I known that that the recliner was bonded leather and not vinyl or leather I would have NEVER purchase a warranty that ONLY covered vinyl and leather since that is not what I purchased.Desired Settlement: I would like a refund in the amount of $89.99 which is the amount that I paid for the warranty. I would have never purchased a warranty for the recliner if the warranty did not cover the item purchased.

Business

Response:

The consumer purchased their reclier 11/26/2010. The recliner is sold with a one year vendor warranty. We have no record of a Customer Sercice call within that time frame. The customer purchased a 5 year protection warranry from [redacted]. The consumer is procvided witrh a copy of the warranrty at rhe time of purchase. The warranty covers bonded leather but not for the customer claim. The warranty covers:

Food & beverage stains

Bodily fluids srains from pets

Ink, wax crayon, facial & cosmetics or nail polish stains

Newspaper or blue jean transfer

accident rip or tear

Cracking or peeling of all leather & vinly in NON seating areas

The [redacted] Warranty is a good warranty to have but no warranty covers everything.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied with the business answer as I am requesting my money back because I would have never purchased a warranty that did not cover the item purchased. I was not told that the recliner was bonded leather. My question still remains why would I purchase a warranty that does not cover the recliner? The business gives me a list of what the warranty covers but none of it applies to me because the recliner is bonded leather. They also state that they do not have a record of me calling but I have called numerous times to their customer service. I have spoken to the sales person, and someone in the legal dept and I also called the corporate office in Virginia Beach, VA.

As I have stated before, I would like my money back as I would have never purchased this warranty if I was aware that it did not cover the item I was purchasing. I would like a refund in the amount of $89.99.

Regards,

Business

Response:

We feel the consumer still does not clearly understand the warranty that was purchased. The statement " I would never have purchased this warranty if I was aware that it did not cover the item I was purchasing". The warranty DOES cover the producr that the consumer purchased but it also has the disclaimer to cracking or peeling which the consumer agreed to and has had the warranty since 11/26/2010 ; for 3 years. We will not be able to accommodare the request for a refund.

Review: I started a claim with my extended warranty for the furniture about 11 months into owning the bedroom set. Haynes initiated the process for the claim with a third party vendor ([redacted]) in the end of September. The [redacted] representative assessed the claim and approved the warranty replacement of the furniture in the first week of November. Since early November I have been getting the run around with multiple excuses as to why they cannot ship my replacement furniture to honor the warranty. I have called Haynes customer service 20+ times and I have been to the store and spoken to the [redacted] on multiple occasions to resolve this issue but I still get a different excuse as to why they cannot deliver my two replacement furnishings. I have even complained to corporate customer service which will politely tell you that they will return your call in a couple of days after some research has been done but the same thing happens....no call.....no furniture....no answers. I last spoke with their corporate offices on Monday, January 5, to file a formal complaint against the [redacted] location as well as with all of the managers who do not return any phone calls as well as to resolve this issue. I am getting nowhere and I would say that from the end of September until the beginning of January is plenty of time for Haynes Furniture to honor their warranty and I honestly been too patient with them on this matter.Desired Settlement: The only thing I am asking for is that the store fulfill their end of the warranty. I want the exchange of my defective furniture completed in a timely fashion or I would rather they come pick up all of the furniture and issue a complete refund including the extended warranty that I purchased. I do not want an oddball piece of furniture to go with the 6 piece bedroom set.....they claim they have the pieces I need to replace my defective goods so there is no reason to exchange for a "similar piece" from a "similar set". I would just like them to deliver on their promise or not advertise the warranty at all.

Business

Response:

[redacted] was approved by [redacted] for a replacement of two pieces. Our Rep [redacted] entered a ticket for [redacted] to exchange two pieces. A footboard and a media chest. We had the order scheduled for delivery. [redacted] advised [redacted] that we no longer had the media chest in stock, and he could reselect. He did work with Mr. [redacted] at one of our Richmond locations and Mr. [redacted] thought he located a chest from another showroom/stockroom in Richmond and he keyed a transfer. The day before delivery the chest did not arrive and [redacted] was notified. He requested that we not make the delivery until the chest arrived to our delivery warehouse. In our computer the chest shows that a sample is available, and the transfer that Mr. [redacted] ordered was completed, however, we might have a mis-identified piece because a media chest did NOT arrive. [redacted] has been made aware of this problem. He is working with our delivery Lead, [redacted]. She is working with the [redacted] store to see if they might still have the media chest, but she did let [redacted] know, he is still approved for a replacement and if the sample chest is not available, he would need to reselect to something else for the same amount of money. ( We would love to complete the delivery for [redacted], however we still think, as we did from the beginning, that [redacted] will need to reselect.)thank you.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I had a recent complaint ([redacted]) open against Haynes Furniture to help resolve an issue with Haynes honoring their warranty and repairing or delivering a new piece of furniture after months of hassle and run around from their customer service. They finally showed up this past Sunday with one piece of replacement furniture as promised, which I am pleased with, but the dresser they brought was in worse shape than the damaged one they were here to replace. I refused the disgrace of a dresser that they tried to deliver and I was told management would be contacting me shortly. I am not surprised that this has NOT happened yet and I am back in the same situation I have been in since September. I am trying to avoid legal action but they are backing me into a corner. Since they cannot deliver a "[redacted]" dresser as promised by 2 general managers, I am requesting that they actually professionally repair the damage to the top of my dresser per their warranty which states "repair or replace" or they need to take everything back and return all of my money including that which was spent on the warranty. Nothing in the warranty says "replace with something similar"......it says "repair or replace". I will not accept a miss match oddball piece of furniture in an entire bedroom set.I am requesting that they actually professionally repair the damage to the top of my dresser per their warranty which states "repair or replace" or they need to take everything back and return all of my money including that which was spent on the warranty. Nothing in the warranty says "replace with something similar"......it says "repair or replace". I will not accept a miss match oddball piece of furniture in an entire bedroom set.

Business

Response:

This is a warranty claim, and must be processed through [redacted]. The set is from 2013. We did process the approved claim from [redacted] for the footboard and media chest exchange and we have no more. We apologized to Mr. Redd that he was not satisfied with the last remaining media chest. We offered $100.00 off, or a reselection for the media cabinet or we would send out tech. Mr Redd rejected those offers. [redacted] from our delivery recovery group called [redacted] today, and asked him what can she do to assist him, because this is still a [redacted] claim. She asked [redacted] did he want her to ask [redacted] for a full replacement that included the matching pieces, and [redacted] said no. He likes the set. [redacted] reported that a [redacted] technician was sent to his home previously, and said the technician said the media chest could be restored. If [redacted] would like the [redacted] tech to do a complete restoration, he would need to work through [redacted] told him she will be pleased to assist him with that today, and will call to [redacted] for him. (Normally the customer would call to the warranty company). [redacted] computer system is down at the moment, but as soon as they are back on line, [redacted] will see what can be arranged for [redacted] for a [redacted] technician appointment. In the meantime, if he has any questions, he can always call back to [redacted] at [redacted] and she will be happy to assist him as much as we can. thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I purchased a piece of furniture from the Haynes store located at 9515 West Broad Street, Richmond, VA 23294 on March 8th, 2016 but had to pick the item up at the Haynes Warehouse located on Hull Street, Richmond, VA. Prior to picking the item up, I was told that I had to provide identification and a copy of my drivers license would be made and retained by Haynes. I questioned the practice and ask to see a copy of their Customer Personal Information Protection Police and a copy of their Breach Remediation Policy in the event a breach of [redacted] originated from their location. I was informed that they do not have such police and the photocopied drivers licenses of all customers are stored in a file cabinet. There was no explanation as to how long the information was retained, how it was secured and when and where it was destroyed as well as what method of destruction was employed. I attempted to speak with the warehouse or store manager was available and I was told they don't have one on site. I also called the store that the purchase originated at and I was told the same; no manager was on site. I asked for corporate information and I was told that it was private and I should call the 800 customer service number. When I called that number, I was told they only handle furniture returns or warranty work. Subsequently I had no where to turn to other than this avenue at the AG Office. I feel that I and the thousands of other customers that have had there drivers licensed copied and retained deserve an explanation to my concerns.Desired Settlement: Assurance that customer personal information is destroyed, the practice of copying and retaining [redacted] cease and an explanation of how Haynes will address a breach of [redacted] that they have already collected.

Business

Response:

Hello, I did speak with Mr. [redacted] by phone, and also corresponded by email. On Mar 11, 2016, at 7:54 PM, [redacted]Dear Mr. [redacted], I have checked with our Loss Prevention team, and our Billing, Collections and Legal team, and the process is,The copy is taken and attached to the copy of the purchase to prove who took possession of the order. Those copiesare filed in our building and held for a period of at least 30 days—and are then shredded.To the best of our knowledge it is not illegal to ask for and maintain copies of identification as long as the information isNot being used for illegal purposes, and of course it is not. I thank you for discussing this matter with me.Should you have any questions, please feel free to call me.----- Mr. [redacted] replied:[redacted] Sent: Friday, March 11, 2016 8:25 PM [redacted] Subject: Re: Customer pick up and your ID Thank you for getting back to me. While it may not be illegal, I still feel that Haynes needs a written policy that can be shared with customers outlining the steps they have in place to safeguard [redacted]. Additionally, it should be disclosed to the customer, how it is secured, how long it is retained, what method of shredding/destruction is utilized and what remedy is offered should a breach of [redacted] occur at a Haynes facility. I know you said Haynes has attorneys, but it does not appear that they are doing a good job IMHO! As a corporate attorney, it just appears that Haynes is not in line with the accepted industry standard of protecting [redacted].In any event, thank you for your response.Respectfully,[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There was no resolution to the issue as presented by Haynes.First, I would prefer if Haynes STOPPED copying and maintaining customers drivers license.Second, I would like a copy of Haynes written policy of safeguarding [redacted], to include how the [redacted] is stored, protected and a detailed method as to how it is destroyed.Third. I would like to see Haynes written policy as to how they remedy a breach of [redacted] in the event of identity theft that originated at Haynes.Fourth, I would like to know what Haynes written policy is for liquidated damages should a customer suffer an identity theft that originated at Haynes.Fifth, I believe that all of my requested information be posted and available on their web site and made available to the general public.

Regards,

Review: I WAS SOLD A WARRANTY WITH FURNITURE THAT I SPECIFALLY ASKED IF IT WOULD COVER THE ENTIRE SET IN THE EVENT THERE WAS A COVERED ISSUE AND THE ITEMS WAS DISCONTINUED. I PURCHASED 7 BARSTOOLS FOR MY KITCHEN ISLAND AND THE SALESMAN STATED "IF THE ITEMS HAVE WARRANTY ISSUES AND THEY ARE DISCONTINUED THE ENTIRE SET WILL BE REPLACED SO I WON'T HAVE MISMATCHED PIECES. I HAVE 2 STOOLS THAT ARE BROKEN AND THEY ARE COVERED UNDER THE WARRANTY BUT THEY ARE DISCONTINUED AND THE STORE OR THE WARRANTY COMPANY WILL NOT DO ANYTHING FURTHER BUT REPLACE WITH MISMATCHED FURNITURE. I FEEL I WAS SOLD A WARRANTY THAT I CAN'T BENEFIT FROM. I FEEL I WAS DECEIVED ESPECIALLY SINCE I SPECIFICALLY ASKED THIS QUESTION IN ADVANCE TO PURCHASING THE ITEMS. THEY ARE ONLY 8 MONTHS OLD. I HAVE CONTACTED THE STORE, THE SALESMAN, AND WARRANTY COMPANY AND CONTINUE TO HEAR SOMEONE WILL CALL YOU. PLEASE HELP.Desired Settlement: GIVEN THE FACT THAT THESE CHAIRS ARE ONLY 8 MONTHS OLD, AND I ADDRESSED THIS ISSUE PRIOR TO PURCHASE WITH OUR SALESMAN, WHO AT THE TIME WAS STANDING IN FRONT OF THE STORE MANAGER, I WOULD LIKE TO RECEIVE AN ENTRE NEW SET. IF THE INFORMATION WAS INCORRECT THEN THE STORE MANAGER SHOULD HAVE CORRECTED THE SALESMAN SINCE HE WAS PRESENT AT TIME OF PURCHASE AND HEARD THE CONVERSATION.

Business

Response:

I'm am sorry to hear the [redacted] are upset with the way the warranty plan works. In several locations in our stores we have the [redacted] terms and condtions available to anyone who wishes to take a copy. The terms and conditions clearly state what is and is not covered. Uniters does not replace matching pieces or sets. Haynes does not control Uniters nor can we make Uniters approve all the stools to be returned.We do have an open ticket [redacted] to replace/reselect on one barstool sku [redacted] and one in sku [redacted]. We did check stock and show we have two of the [redacted] in stock at one of our stores. [redacted] in customer service has left a couple of messages asking that the [redacted] call in. [redacted] will be checking on the stock that we show avail. to make sure they are really there and inspect them, and if we can get them, we can switch out the two approved return barstools for the two we show that we have- for the same price. Thank you.

Consumer

Response:

Ms. [redacted] indicated to Revdex.com that she was accepting the offer to have the two bar stools replaced.

Review: After months of researching a dining set, I decided on the [redacted] set with four wood back and two upholstered back chairs. Once the salesman and I settled on a package price, I decided to check out the rest of their furniture. I eventually found a living room set that matched the upholstery of my dining room set perfectly. When it was time to sit down and decide if I could afford it all, I got sticker shock. I told the salesman that I did not think I could afford the original price on the two rooms combined, and he and his direct supervisor helped get the price down to something more manageable. When they delivered my dining room set, it was mismatched. I got the correct upholstered chairs, but the wrong table and the other 4 chairs were incorrect as well. The man I spoke with on the phone I believe was in charge of deliveries. He was very condescending, insinuating that I did not know what I ordered. The salesman that I originally worked with was out for surgery, and his direct supervisor also told me that I must not know what I ordered, and that I would have to pay for the more expensive table if that is now the table that I wanted. I called customer service, but they told me that they only handled returns, parts, and damages. The manager of the Hull Street Haynes would not budge, stating that, if I wanted a different table, that I had to pay more money for it, stating "You essentially want a Camry but only want to pay for a Carolla." Both he and the office staff at the Hull St Haynes told me that there was nobody I could talk to above that manager, and the regional manager does not speak to customers. I thought I was stuck, and since I spent months looking for the right table, decided to pay the $300 more for the table that I thought I had already paid for. This is a classic bait and switch and I have been taken advantage of. I have waited for Haynes to make it right for months. Also, there is more to this story...Desired Settlement: I would like my $300 back.

Original Order#: [redacted]

Corrected Order#: [redacted]

Sales Manager: [redacted]

Manager of Haynes Hull St Location: [redacted]

Business

Response:

We do agree that the order that went out the first time, and was refused by Ms. [redacted]. She reported that it was not the set she wanted. The set she wanted was available, but there was a large price difference. The floor sample was marked correctly, and it was discovered that the sales person made an error when placing the order. The store manager did work with Ms. [redacted] to resolve the issue, and the ticket was rewritten for the set Ms. [redacted] said she wanted. The store manager thought the matter was taken care of, until Ms. [redacted] posted negative remarks on facebook saying she was not happy.The store manager immediately looked up the order, and contacted Ms. [redacted] to try and work with her on the order, which had been redelivered in April. He offered her an additional $100.00 off in credit, and also told her he will send her a $100.00 gift certificate, but we can not lower the price to the less expensive set. This was a mistake on the sales person's part, and he in no way was trying to do a bait an switch, and the store manager did apologize to Ms. [redacted] again.We value our customers, and the store manager reported that Ms. [redacted] has agreed to the offer of coming back in and using the $200.00 in credit and gift certificate.thank you.

Review: THE COMPANY HAS SENT ME A WARRANT IN DEBT WITHOUT CALLING ME TO TRY SETTLEMENT PAYMENT AND THEY WANT ME TO PAY THE FULL PRICE OF THE DINETTE SET I GOT IN 2008. I HAVE BEEN PAYING ON THE SET FOR 5 YEARS UNTIL 10/13 PER THE CONTRACT.. THE ACCT SHOULD HAVE BEEN PAID OFF.. I DONT UNDERSTAND HOW I STILL OWE THEM 1348.00. THEY TRYING TO RIP ME OFF. I DONT OWE THEM 1348.00 THEY SHOULD SEND ME ITEMIZED SCHEDULE OF MY PAYMENTS I MADE ON THE ACCOUNT. I HAVE MADE SEVERAL ATTEMPT TO GET WARRANTY PEOPLE TO COME OUT THEIR TO SERVICE THE TABLE AND NO ONE HAS CALLED OR COME OUT TO FIX THE TABLE..Desired Settlement: THE DESIRE OUT COME OF THIS IS THEY SHOULD COME OUT FIX MY TABLE SET THAT BEEN MISSED UP FOR YEARS. IF THEY DONT WANT TO HONOR THE EXTENDED WARRANTY THEY SHOULD FIX IT. AND I THINK MY ACCOUNT SHOULD BE PAID IN FULL. I DONT OWE THEM ANYMORE MONEY ON THIS ACCOUNT FROM 2008 TO NOW..

Business

Response:

We would be happy to settle this account.

For charged off accounts, the procedure is to contact the office of the collection attorney at [redacted] and tell them what amount you would be willing to pay in order to settle the account. If accepted, further legal action is not necessary and the account is closed with the appropriate notation.

Review: On Sunday, February 23rd my husband and I visited the Haynes Hull Street location to purchase two mattress sets for our home. Our Sales Assoc. was [redacted]. We finalized our transaction and scheduled a delivery for Tuesday, Feb. 25th. [redacted] informed us that we would receive a call one day before the ship date to confirm the delivery and a call on the day of, one hour before the delivery. On Tuesday, my spouse took the entire day off (without pay) to receive the delivery but no one showed up or called (even for the conformation on the prior day). We contacted [redacted] who told us to call the delivery dept. ([redacted]). We did so and the dept was closed for the evening. I re-contacted [redacted] who told me to call the store and ask for the Asst. Store Manager [redacted] took my call and I proceeded to tell him our issue and told him [redacted] said to give him a call. After taking our information and looking up our acct [redacted] told me that 1). A phone call was made to confirm delivery (which was untruthful) and 2). That the driver had documented our acct stating they came by and no one was home (again, an untruthful statement). I told [redacted] that-that was impossible because my spouse had been home all day and no one called or came by. He told me that “there was nothing he could do, he was a store manager, not a delivery manager and I needed to take the matter up with the delivery dept”. I explained that I’d already tried but to no avail and we were sleeping on the floor because we’d donated our old mattresses. He, again, told me that there was nothing he could do. I re-contacted [redacted], shared the conversation I’d had with [redacted] and he coordinated a delivery for Thursday, Feb. 27th. He, again, told us that someone would contact us 24hrs before and the day of delivery. He told me to call him on Wednesday (Feb 26th) if we didn’t get a call and I did at approx. 6:20pm. He looked in the system and saw that our delivery was scheduled for Thurs. @ 1:15 – 5:30ish. My husband arrived at home at 12:20 (more than enough time to be there before the delivery) and saw the delivery truck leaving our home. He had to chase it down and have them return. When the mattresses were being bought into the house, the delivery drivers ([redacted] and another gentleman) damaged my stair railing (breaking the bracket) pulling it completely from the wall. When my husband saw what had been done, and bought it to [redacted] attention and [redacted] proceeded to tell us that it was already like that. My husband and to argue with [redacted] and the other gentleman before the other gentleman confessed that they “may” have broken it. [redacted] contacted customer svc and spoke with [redacted] informed us that someone would call in 24-48 hours regarding the damage to our home (NO ONE EVER CALLED). The delivery team proceeded to set up the king size set, completed that and when they got to the Full size set, there was no box spring (which was a part of our original order). He informed us that he saw it on our invoice but the item was on back order so that’s why he didn’t bring it. I immediately called [redacted] and he did some research and stated the box spring was confirmed in-stock and was never on back order. He told me to contact customer svc/delivery svc, and ask them to have someone deliver one out that day. I did as told, spoke with [redacted] and she confirmed that the item was in stock but our sales associate ([redacted]) did not finalize the transaction, causing the box spring to be omitted from the order. She informed me that a delivery could be made on Friday but I told her there was no way we could miss another day from work waiting for Haynes. We set the delivery up for Sunday and again, was told someone would call in the same manner as the aforementioned. Once again, NO ONE CALLED. I contacted delivery svc and spoke with [redacted] who said our delivery time was between 2:45 and 5:30ish and that someone had already called. I told her, once again, no one called but she insisted on saying they did and became very combative; stating she was reading this in the notes. We lost an entire days work, were lied to repeatedly, forced to sleep on floors, subjected to unprofessional, combative, dishonest associates and inconvenienced greatly.Desired Settlement: I want an apology from each individual involved and I'd like to know how Haynes plans to address issue going forward so NO other customer is subjected to such poor service. I also want Haynes to make restitution for the finances we lost waiting for a delivery that didn't occur, the lost work hours as a result of the multiple calls and long wait times exhausted in researching this issue instead and we want payment for the damages that were done to our home.

Business

Response:

[redacted]

We do apologize to the customer for any frustration and inconvenience they may have experienced in the multiple deliveries for their bedding purchase. We have checked our records and can account for the call to the customer the day before delivery on 2/25 and also on 3/2 to [redacted] and the time frame recordings respectively for 11am-2pm and 2:45 pm to 5:45pm. On 2/25 the drivers called the customer was not at home and our records indicate that a cusromer sercice representative called the customer at 11:02 with no answer and driver described the 2-story yellow home wirh green shutters. We review operations daily to improve our system and how we do business. We will be crediting the delivery charge of $59 back to the customer . The delivery company did contact the customer on 3/11. They will be notified as well to call the customer again to address the home damage.

Consumer

Response:

Review: Bought a desk from West Broad Street store in October 2012. The salesman told us the desk was not stand alone and a second smaller piece had to be purchased. We told him we only wanted the desk but he said we had to purchase another piece to go with it. Desk delivered and was assembled by delivery men using 4 short screws and two washers. Two of the screws went through one washer. When they tried to move it, it fell apart. It was reassembled again and moved to where the customer wanted it to stay. Delivery men assured us the desk was safe and would not fall apart. On June 10th 2013 the desk collapsed while the customer was sitting at it damaging the desk, a wall and falling on customer legs. Haynes Customer Service was called about the situation. They called the customer a liar, and they said there would be no warranty because the customer must have taken the desk apart and tried to move it. Customer is 74 year old lady that could not and did not move the desk. Finally customer service agreed to replace the desk. There have been 7 attempts by customer service to deliver and assemble this desk. Each time the wrong pieces have been brought by the delivery company. They said the wrong pieces were ordered by customer service. The last delivery attempt was on July 22nd, 2013 and they brought the wrong pieces again. Customer Service was called and they said a manager would be calling me to get this situation straight. As of July 28th no one has called. I have missed a weeks worth of work because of this. My 74 year old mother has suffered mental abuse and physical pain from the desk falling on her legs.Desired Settlement: I would like to have the desk replaced and put together properly. I would like to have lost wages replaced, $ 700.00.

Business

Response:

We apologized to the customer for our inability to assemble the merchandise properly. The customer was offered a refund or reselect during our attempts to rectify by exchange product. The customer preferred keeping the merchandise. On Wednesday, 7/31/2013 customer service dispatched two service technicians who were able to connect the pieces and restore any damage satisfactorily.

Marie