Complaints

This profile includes complaints for Havertys Furniture Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Havertys Furniture Company

  780 Johnson Ferry Rd NE Ste 800 Atlanta, GA 30342-1434

  
• 

  Havertys Furniture Company

  3679 Roosevelt Blvd Birmingham, AL 35235-3193

• 

  Haverty's Furniture

  2000 Tamiami Trl Unit 225 Port Charlotte, FL 33948-2135

• 

  Haverty's Furniture

  1000 Immokalee Rd STE 50 Naples, FL 34110-4802

• 

  Haverty's Fine Furniture

  2501 Okeechobee Blvd. West Palm Beach, FL 33409

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased 6 items from Havertys. All but 2 pieces had issues. The biggest issue that we have had is destruction of property. My hardwood floors were damaged. I reported it immediately. I was asked to submit an invoice after being offered 250 credit to jot fix my floors.Recently we finally got our table that we ordered. We received the table and it didn't match the table we received prior. This is our 3rd table due to issues with each of them. Finally someone came out. This was 3 weeks ago. No one has reached out. I also submitted the invoice for the damage floors. I was told that would be submitted to another department. Never heard anything at all. I have 2 chairs that I purchased. Supposedly they're genuine leather. Immediately started peeling. I was told it was body oils. I have a genuine leather couch that I purchased from overstock. No issues. They're always making excuses to not have to fix or replace items. My chairs look really bad.

  

  Business Response

  Date: 02/17/2023

  Havertys will contact the customer. Thank you.

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19395412
  
  I am rejecting this response because: I never received a call or email.. Havertys has yet to reach out. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/13/2023

  Hello, Havertys has turned over the floor damages to Liberty Mutual and have been provided with Claim # P 505-550582. At this time the customer has been asked to call ************ to speak with ************* about their claim. The customer has also spoken with the ******************** team on 3/10/2023 where the requested resolution has been sent for review.

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a leather couch on 7-28-2019 ***** sectional 5-25980467 $4,800 with the gold plan not sure exactly when we received it but it was sometime around August. Late 2022 we started to notice the armless recliner was tilting and seemed to have a broken support in the seat. I called guardsman who sent out a tech but told us it wasnt covered because they said it was normal wear however every other piece is in excellent condition with 2 adults no children using this piece. I call the store to speak to the sales rep to see about replacing the unit he advised that he would sent this to the Havertys repair team who sent out another tech who made repairs but could replace the core because that piece he said wasnt a available. When he made repairs he had to take the sectional apart and he didnt have the brackets to put it back together. After this repair the motorized mechanism to put the recliner up and down is not working properly it sometimes wont work or only go half way the piece is still tilting and looks horrible. I called ***** to tell her know we need the bracket installed and the motorized mechanism fix I also voiced my disappointment with how the repairs looks and asked about the core. I was told they did me a favor by doing what they did and they wont do anything further except reinstall the brackets. Im very disappointed in the quality of the item and would except it to last longer for the price not to mention we were told this was a high quality piece. I feel like Havertys should replace this piece. When this was purchased we also brought approximately 16,0000 worth of furniture and this has been the only item that we had an issue with.

  

  Business Response

  Date: 02/14/2023

  Havertys will contact the customer. Thank you.

  Customer Answer

  Date: 02/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spent $18,000.00 on furniture. Had bed and dresser delivered. Truck went on lawn. It was wet. Truck had to be towed. Damage to lawn. Was told 3 times by 3 people from day 1 that someone would call to schedule a fix. Yesterday (3 weeks later) it was turned over to Liberty Mutual as an insurance claim for us to deal with. Muddy boots also ruined our rug. Cant reach Liberty. New homeowners. HOA not impressed. Could face fines because of delay on fix. Havertys rude saying out of our hands, call Liberty. Also played bait and switch on delivery dates. Tried to deliver 3 months after agreed upon date. Contacted them from a large follower social media account and got the date pushed forward close to originally agreed date except one piece that is delayed until April because they sold us furniture they didnt actually have in stock apparently.

  

  Business Response

  Date: 02/14/2023

  The customer has been contacted by ********************. Thank you.

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19366107
  
  I am rejecting this response because:

  Instead of local repair people being called to fix the issues, Havertys forwarded it to their insurance company instead (after they sat on it for 3 weeks) and now we are left having to deal with the insurers and try to get a bunch of estimates and figure out how to lug a 10 foot carpet to a cleaners. If the insurer is unable to get the lawn repaired quickly, we will be hit by HOA fines. 
  

  One of the furniture items they said would be on the truck was not on the truck at the last delivery. They lied about that. We are still waiting until almost May for 2 pieces and until next week for the couch (assuming it shows up). This is not resolved yet. Contacting a customer, then lying about one of the items, then turning it over to insurance for us to deal with - was not what was agreed to at the contact. 

  Zero amends have been made for the lies, the wait, the delays, and pushing this off on insurance for us to deal with. We spent ********* and still have to wait longer than agreed and now have to deal with repairs ourselves and wait for insurance to reimburse after Havertys said theyd take care of it. How is that resolution? What a joke. We still do not have repairs or all the furniture. 

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/16/2023

  Hello, I see the adjuster spoke with the customer on February 14th to provide a written estimate for the repairs. We find it best once a claim exceeds a potential dollar amount to allow our insurance carrier to resolve the issues to the customer's satisfaction. 

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19366107
  
  I am rejecting this response because:

  Aside from pushing us on the insurance company after doing nothing for 3 weeks, we are still without 3 pieces of furniture. One was supposed to be on last weeks delivery but was not. 
  

  I will continue to reject the responses until the company delivers all the furniture and remedies the hassles incurred by the deceit, damage, and delays they have created. 
  

  This has made moving to a new state a more difficult experience than it had to be and their responses have been deceptive, terse, and they get to walk away turning a profit while were left holding a bag of hassle and without half our furniture for several months. 

  Absolutely unacceptable treatment of customers. 
  

  Since theyre flippant and seem to find this an acceptable way to do business, I intend to escalate this with state and national consumer protection agencies in addition to BBB. 

  Once their insurer has made us whole, once they have delivered our furniture, and once they have done literally anything to correct and take responsibility and rectify what has happened here, then - and only then - will I accept a response and allow this complaint to close. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/23/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ***************************

  

  Business Response

  Date: 03/01/2023

  Better Business Bureau:

  We have a delivery scheduled for ***** 19.  That is the first available date for delivery based on our receipt of the merchandise from our vendor.  If that date improves, we will contact the customer and reschedule.  Also, as of 2/27/23 our insurance company who is handling the claim regarding the damage to the customers yard has not received the customer's estimate.  If the estimate has not been sent, please do so in order that Liberty Mutal can proceed.  

  ************************

  SVP, Stores

  ************

• Initial Complaint

  Date:02/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the Grandover Storage Bed set from havertys in ********** ******** from a good salesman on 12/30/22. The headboard and nightstand chest was delivered on 1/14/23 with dents and scratches on it. Basically instead of it being smooth across there is dents in it. Im asking for them to replace the set.

  

  Business Response

  Date: 02/06/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After selecting and sitting on a non-************************* Sofa on the store floor, a sleeper was an option for the ***** sofa; Either the regular sofa or sofabed would become special orders because of scheduled production, and availability 11/2022, per the sales person. On 8/20/22, the ************************* was purchased with **** credit card for $1,899.99 plus other expenses for delivery November, 2022, Sale number: 1061-1258137. The sofabed was delivered 11/25/22. Upholstery work was bad. The delivery man opened the sofabed and the frame got stuck; he had great difficulty closing it and centered the mattress frame with a jiggle. On 11/26/22,I reported the sofabed unsatisfactory issues to the store manager; and I wanted to return it; I had opened the sofa bed, the frame was stuck and I could not close it. He said that it was a special order and could not be returned; someone would be sent to close the sofabed and check for possible adjustments. Havertys representative came on 12/7/22. He closed the open sofa bed with effort, jiggled the mattress frame to center it. He said that it was justnew. and that the upholstery was new and there was nothing that he could do about it. Someone from the store would telephone me. To date, I have not heard from the store. (A)Over-stuffed padding on the arms of the sofa is placed short of the end of the top of the sofa arms upholstery; cushions appear oddly shaped, over-stuffed, unlevel, with fabric seam wrinkles; Bottom cushions,-- over stuffed, will not stay flat, hang over the front frame of the differently; side-by-side, slightly too wide for the sofabed frame; (B)Sitting, my feet will not touch the floor because of height of sofa bed The ***** sofa height that I sat on at the store was fine; there was no sofabed of this ***** sofa model for me to sit on at the store. The manager claimed that the sofa bed was high to accommodate the sofa bed mattress frame; there was no mention of this change in height by the sales person

  

  Business Response

  Date: 02/07/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  Date:02/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Number: 1091-0184388 On 1/30/23 I purchased a couch, chair, and desk to be delivered 2/2/23. Due to winter weather the delivery date was later moved to 2/4/23. At that time I contracted a third party to remove my old furniture to make room for the delivery from Haverty's. After the furniture removal on 2/2/23 I received a call from Haverty's stating that the delivery date would be moved a full week out. Which means I will not be receiving my furniture for 2 weeks past my order date and a week and half past my original delivery date. I do not find this acceptable and would like either an earlier delivery date or a discount off the cost of delivery due to the untimeliness

  

  Business Response

  Date: 02/03/2023

  Havertys will contact the customer. Thank you.

  Customer Answer

  Date: 02/04/2023

   
  Complaint: 19327002
  
  I am rejecting this response because: It has been ************************************************************************* as promised.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/06/2023

  Havertys has spoken to the customer on 02/04/2023 at ****** and rescheduled delivery, while exploring the possibilities of an earlier delivery date. Thank You.

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a queen ******** on 4/12/2019 which has 10 year warranty. When my daughter who sleeps on that ******** complained about back pain, I noticed a dip in the ********. I complained to the company and they sent in their technician who inspected on 1/21/23. The ******* office called me to say that the dip does not measure 1.5 inch, hence can not be replaced. They also said there is a stain in the ******** so they can't take it back. The dip that was measured by the tech is 1/2 inch as was told to me. I called the ******************************** on ************. He promised to talk to the general manager at ********* store and resolve the issue. The manager called and offered me $500 credit to buy a new ******** and Offred a floor sample that costs $1200 which is on sale. This means an extra $750 form my pocket. I went a head and bought myself a new ******** on sealy.com for $1068.93 including 10 year warranty, 90 day free trail and free delivery and recycle of the old ********. In my opinion, instead of honoring their warranty they are trying to rip me off of more money. This is absolutely not a fair practice.Ticket # ******* opened on 1/12/23 and closed on 1/23/21

  

  Business Response

  Date: 01/30/2023

  Havertys will contact the customer. Thank you.

  Customer Answer

  Date: 01/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************************

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18888632
  
  I am rejecting this response because:
  On 1/30/22 I received a message from you that the company responded to contact the customer. I agreed to receive the call. No one from the business has contacted me

  
  Sincerely,
  
  *************************************************

  

  Business Response

  Date: 02/14/2023

  Haverty Furniture Companies contacted the customer on 02/11/2023 and approved an exchange for the following product. The customer has scheduled and confirmed their delivery method, ************* with their local Havertys location, which is set for 02/15/2023.

  Thank you.

  Customer Answer

  Date: 02/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************************

• Initial Complaint

  Date:01/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******* electric recliner in July of 2018. The first recliner delivered was a manual recliner. The correct recliner was delivered several weeks later. In July of 2019 I noticed a hole in the back of the seat. The hole was only noticeable when the recliner was in the reclined position. The store informed me I would have to pay for a new seat as the warranty expired the week prior. I paid for the replacement part. A month later all the stitching unraveled on the seat I paid for. The store stated the warranty was retroactive to the original purchase date and I would have to purchase a seat once again. I did my best to adhere the stitching still in place. A few months later the hand held remote stopped working. The store once again said they would not replace the remote. I found one on the internet at my own expense. Finally on or around August of 2022 I noticed a black spot on my beige carpet, some sort of residue from the motor. The store did pay to have the carpet cleaned, however ********************** was not able to remove the stain. It is my opinion that if the store was willing to clean the carpet they are essentially showing they are indeed responsible for the damage. ********************** said they see this sort of stain with these electric recliners all the time. Why didn't Haverty's tell me this would be an issue if it is a known issue? It has since gotten worse. I am replacing the carpet (which is 2 years old) at my expense. The store will not even consider compensation. They said I could purchase a new recliner at my expense. This recliner has been a lemon from the beginning why would I purchase another one. The customer service department is rude and offers absolutely no resolution. Everything is on the customer. I cannot keep a recliner that caused a ******************* on my carpet.I have spent a significant amount of money as a result of their negligence.

  

  Business Response

  Date: 01/09/2023

  Havertys will contact the customer. Thank you

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT SHOP HERE. While the furniture appears to be decent, come to find out it is cheap and poorly put together. We purchased a sectional for almost $4,000 and the frame broke within 4 months. I emailed our original salesperson with no response, after finally getting chat support to send out a technician, the technician claimed "owner abuse". This is not possible as this section of the couch has only been sat on about 3 times. We have no small kids or anything that could have damaged it either while we weren't around. It simply was manufactured poorly and the business does not want to even replace that section for us. I will be taking the necessary steps to get my money back for this couch but I doubt I will receive any replacement or compensation from this review after seeing their other BBB reviews. Save your money and shop elsewhere that stands behind their products.

  

  Business Response

  Date: 01/09/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a $8000.00 sectional from the Mobile store in June we had it for about 2 months when the one electric recliner stopped working Then I was out of town when I come home, I sent a letter to ask to get it fixed from the extended warranty it took about a month to get a response then they sent me a letter stating it wasn't covered nothing else so I called the store and talked to *** who in turned said its covered under Havertys warranty so she connected me at which time we set an appoint for a tech to come out when he arrived checked out the mechanical part said it was the control switch and he didnt have one for this sectional and we are 50 on the wait list for it. I am very upset that I paid this much money and can't use my seat. Ack# serial ******************** is the part needed to fix this and I feel like Havertys should get it done I will no longer shop at a store that thinks customers don't count .

  

  Business Response

  Date: 01/05/2023

  Havertys has contacted the customer and updated them on their order. Thank you.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18677200
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/11/2023

  The customer has been contacted and a service appointment is scheduled. Thank you. 

  Customer Answer

  Date: 01/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. I should not had to contact corporate for this matter but it is fixed.
  
  Sincerely,
  
  *****************************