Furniture Stores
Havertys Furniture CompanyHeadquarters
Complaints
This profile includes complaints for Havertys Furniture Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 136 total complaints in the last 3 years.
- 27 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/20/2022
Type:Sales and Advertising IssuesStatus: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.
We purchased a bed frame and two bedside tables. The wood finish is completely coming off of one of hen side tables in less than a year of owning it. I reached out via social media and was advised to email customer service with absolutely no follow up. We had to reach out via phone and submit pictures. And still no one has contacted us back. Havertys markets themselves as a higher end furniture provider. In comparison Ikea and Rooms to Go merchandise held up longer. While other complaints regarding customer service are evident, Im experiencing it first hand with complete lack of follow up.Business Response
Date: 08/22/2022
Hello. Can the customer please provide the invoice number or the phone number used at the time of purchase. Thank you.
Customer Answer
Date: 08/24/2022
The phone number associated with the account is ************.
Haverty's has responded that they are refusing guaranteeing the piece of furniture due to water damage from photos sent - I'm not sure how you can tell that from a photo and what a bedside table is used for if you can't put a drink on it. That's like griping that someone slept on a bed, and they refuse to guarantee their product. The finish is coming off on the bed as well - not just the bedside table.
Business Response
Date: 08/25/2022
Hello, Havertys will contact the customer. Thank you.Initial Complaint
Date:08/05/2022
Type:Service or Repair IssuesStatus: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 made an office furniture purchase with Havertys Furniture just under a year ago, after 5 visits I still do not have any resolution to an issue from 9 months ago. The first delivery occurred in October of 2021 and we were left with a bookcase unit that had not been assembled properly and was damaged in multiple places. We were told a repair man would come out and fix what could be fixed and give recommendations for what he could not resolve. This visit occured in November and some of the issue were able to be corrected, however one unit of the 3 unit bookcase was irreparable and needed to be replaced. This is where things have gone horribly wrong, we are now needing to schedule a 3rd visit following another delivery attempt today 08/05/2022. The first Delivery was a no go due to the new bookcase being damaged upon arrival, the delivery guy took me out to see the damage to the piece immediately because he did not feel it would be acceptable, On the second attempt the delivery service was unable to get the 3 piece unit separated due to stripped bolts from the original delivery, we were told we would need another repair visit. When scheduling this we requested all pieces be replaced due to new damage that had occurred to another unit during the second visit, Havertys agreed to this request and we waited for the unit to arrive as it was on back order. When the unit arrived Delivery was scheduled for today 08/05, we also called the store Wednesday to insure that the delivery people would be able to get the old apart and we would not need someone else for that. We were assured that they would be able to complete the work, low and behold they could not. We called the store directly and spoke to **** and she essentially blew us off, again resulting in a failed delivery, we have now made arrangements for 4 separate Friday deliveries ( apparently the only time they deliver to our area) and have had to clear the furniture each time. Havertys has done nothing for this inconvBusiness Response
Date: 08/08/2022
Hello, Havertys will contact the customer. Thank you.Initial Complaint
Date:07/27/2022
Type:Service or Repair IssuesStatus: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.
My complaint is that I have supporting Havertys for at least ten years . I also passed the word that how beautiful all the furniture and well assemble. I was very disappointed with my kitchen chairs and my sectional sofa. My chair painted is peeling off and my sofa cabinet where I connected my I phone to charge , the screws completely came out of the wood. I am so unhappy and disgusted. Your customer associate explain to me that they do not cove the screws , I have a warranty for the sofa and the chair they said they did not have no paint or nothing to repair my four chais. I have no children. I will go the the store in Columbia and protest with my other friends who had problems with Havertys. I also work for political organizations in ********* city and country. I will start my protest with In thirty day if I dont hear no solution to my problem. I hope we can solve this matter, thank You for taking my complaint.Business Response
Date: 07/28/2022
Havertys will contact the customer. Thank you.Initial Complaint
Date:07/26/2022
Type:Service or Repair IssuesStatus: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.
On February 12,2022 I purchased 2 recliners from Havertys. I was told when purchased that it would take 3 possibly 4 months at the most to get the recliners. It is now July 26 and still no recliners. I have asked where are the recliners are they even made? They won't answer any of my questions. They just keep changing the **** The last ETA was 7/22. I need help to find out where my recliners are and when they will be delivered. Receipt #****-1 SKU #***********.Business Response
Date: 07/27/2022
Havertys will contact the customer. Thank you.Initial Complaint
Date:07/25/2022
Type:Service or Repair IssuesStatus: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.
Aug 2021Havertys delivered a recliner chair to my home. 6/20/22 While reclining the chair, the spring attached to the recliner arm broke, causing the chair to always be in the reclining position. 6/21/22 took the broken spring in to my local Havertys. Under warranty, customer service will call me within two days. 6/23/22 the Havertys warranty department called and had me describe the part. They put me on hold, but after a half hour they said they were still trying to get information from the parts department and that they would call me back the same day. They have never called me back. 6/27/22 I made my second visit to the local Havertys store customer service. They took a picture of the broken spring and sent the picture to the warranty people in *******. 7/5/22 made my third visit to local Havertys customer service and was told the part(spring) has been located by the parts department 7/6/22 local Havertys store called and said sorry for the delay, and that someone from ******* will call soon 7/7/22 Havertys called and said the repair person will come on 7/14/22 7/14/22 Havertys repair person showed up with the wrong part. The spring they brought was half the size of the original spring, and wouldnt fit. He said customer service would call me later, and he would be back on 7/16/22 7/18/22 fourth visit to local Havertys customer service to tell them the tech came with the wrong part on on 7/14/22 7/19/22 local Havertys customer service called and said that ******* warehouse is looking for the correct part.7/25/22 called Havertys customer service on their toll-free line. They said they are still looking for the right part, and it could take a couple of months to locate it.It has been five weeks since Havertys has been trying to find a part for my chair, with no communication unless I contact them & no solution in sight. Told me it might take 2 more months? Unacceptable customer service!!Business Response
Date: 07/28/2022
Havertys will contact the customer. Thank you.Customer Answer
Date: 08/15/2022
Complaint: ********
I am rejecting this response because: BBB Closed out my complaint #******** because Haverty's told them that they had settled the dispute. This has not been settled. My recliner chair has never been fixed. It will be 2 months next Tuesday since the chair broke, and I have been trying to get it fixed under the warranty. A service technician came out on July 14, but he was provided the wrong part to fix the chair. Since then, I have been told several times that they are expediting sending out the right part (by both phone and email), yet the part has never been delivered. Havertys has not contacted me to tell me why the part hasn't been received. Please don't close out my complaint until Haverty's fixes this recliner chair.
Sincerely,
***************************Business Response
Date: 08/15/2022
Thank you. Our customer service team will contact the customer with updates on the part required to fix the chair.Customer Answer
Date: 08/17/2022
Complaint: 17622860
I am rejecting this response because: Havertys says they will expedite sending the part, but three weeks later I have heard nothing from them. The chair is STILL broken 8 weeks from when it originally was reported.
Sincerely,
***************************Business Response
Date: 08/26/2022
Hello, Havertys will contact the customer. Thank you.Customer Answer
Date: 08/26/2022
I was told I would get the part mailed to my house by the end of the month. Nothing about who is going to repair the chair. As of now I have been waiting for over nine weeks to have them make a simple repair. Very poor service.
Business Response
Date: 08/30/2022
Thank you. Havertys will contact the customer.Initial Complaint
Date:07/12/2022
Type:Service or Repair IssuesStatus: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.
We purchased a couch for $3000. It started creaking in the arms and back of the couch as well as the fabric pilling nonstop. Contacted customer care and a repair man came out. He said the frame is fine and noise is to be expected with any padded arm couch they have as its the foam making noise. ******** care offered to exchange it but at barely 5 months old and looking awful its obvious they are not built to the quality you expect at that price.Business Response
Date: 07/13/2022
Havertys will contact the customer. Thank you.Customer Answer
Date: 07/15/2022
They offered to exchange for the same item while blaming kids for the fabric wear. I guess their couches cannot hold up to a 10 month old. We do not want an exchange when their own repair person stated the noise would happen with any of the foam on wood arms.Business Response
Date: 07/19/2022
Havertys will contact the customer. Thank you.Initial Complaint
Date:07/11/2022
Type:Service or Repair IssuesStatus: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.
We bought furniture from Haverty in ********. They talked ** into buying warranty. Well the furniture material is defective; and the insurance will not cover.. Havertys are not willing to help us.. I want the whole country to know the warranty they sell is a scam and they do not help out at all. **************** is the worst!!!!!Business Response
Date: 07/15/2022
Unable to locate customer purchase history using information provided in review. Please have customer contact us at ***************************************. Thank you.
Havertys Furniture Company is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.