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.
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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:01/25/2025
Type: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.
Haverty's is running ads for $100 off $100 purchase during their New Year sale and states "add the product to your cart to see discount". The ad was placed on the page of every product (mattress foundations) I added to my cart, totaling $1200 before tax and delivery. When I realized there was no discount applied, I utilized their customer service chat feature and was told that the discount only applied to "select mattresses and foundations". I explained that it was noted as a discount on the product page for every item I'd added to my cart and provided screen shots. The representative apologized and stated that their web team was working on fixing this error. The company refused to honor their advertised pricing and instead told me to call the local store. Via their customer service line, I was connected to what I was told was a local store, who also refused to honor the advertising on each product page.
Business Response
Date: 01/27/2025
We will reach out to customer for resolution.Initial Complaint
Date:01/22/2025
Type: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.
1/18/25 I went into ****** outlet saw a table I like but too damaged, sales associate ordered me a new table I would just have to pick up in the store $600. Later that day i decided table was not going to work for the space . Havery customer service online says they cant cancel order since placed in store but they sent message to store to cancel . 5 days later still not cancelled store will not return my phone calls or emails and Havery customer service online still says they cant cancel order only the store can . And didnt offer any help to get it cancelledBusiness Response
Date: 01/22/2025
We will reach out to the customer for resolution.Initial Complaint
Date:01/15/2025
Type: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.
5/3/2020 - Spent $4622.38 on a sectional, bought the extended Gaurdsman warranty 3/1/2023 - Filed a claim to have the sectional repaired due to the junk quality and it was falling apart.3/22/2023 - Received store credit for the junk sectional. Replaced with 2 recliners and a couch 10/6/2024 - Recliner is peeling and they came to assess the situation.We work 60 hours a week and rarely use the recliner! I can only imagine how the junk would hold up to normal usage. 11/5/2024 - They determined they could not repair it and no longer had that model in stock. Issued a credit.12/22/2024 - I didn't want to take a chance with their junk quaulity seatinf furniture pieces. I went to ******** and bought quality furniture. I used the store credit to purchse end tables. I figured that is something that they could not mess up. Boy was I wrong!!!!01/08/2025 - They selected the date and time to deliver. I requested 8 hours of PTO so I could be there for delivery. They called me the day of to say they can not make it. They rescheduled for 01/10/2025 between 10:30am-13:30pm 01/10/2025 - Requested the day off and used another 8 hours of PTO for delivery. They called at 9:45am (45 minutes before the begining of the delivery window) to cancel. I called customer service and they said that there was nothing they could do and they would deliver on Friday and I had to be home. I work. So, that is not an option to take another day of PTO this week. They said there is nothing available and they would call me on saturday to reschedule. At this point I will have to take my 3rd day of PTO to put me at 24 hours of PTO taken!!!! At his point, I want them to take the 2 junk recliners and the couch and give me a refund. This is the absolute most ridiculous expericence. And to be so dismissive of how my PTO is important to me is an absolute joke. The absolute worst customer service and even worse quality!!! The whole ordeal has cost me $5,824.93 in warranty and furniture plus PTO!Business Response
Date: 01/15/2025
We will reach out to the customer for resolution.Customer Answer
Date: 01/15/2025
Complaint: 22814310
I am rejecting this response because: I would like the solution in writing.
Sincerely,
***** *******Business Response
Date: 01/15/2025
The General Manager reached out to customer and left a message. Waiting on customer to call back the manager to provide the customer with resolution.Customer Answer
Date: 01/18/2025
Complaint: 22814310
I am rejecting this response because:
I was very grateful that I got the furniture delivered on a Saturday. But, they got stuck in my driveway and tour up part of our gravel driveway a little. Not a huge deal my husband helped pull them out. They brought the end tables in flawlessly. But, when they took the recliner out, they slid it across my wood floors and gouged them. They did not bring a dolly up because the parked/got stuck so far away (Im assuming). This is unacceptable. Somehow this went from awful to horrific. I would like the scratches on my wood floors fixed. Im sure if you look at the feet of the recliner, you will see part of my wood floor on them!
Sincerely,
***** *******Business Response
Date: 01/22/2025
We will reach out to the customer for resolution.Initial Complaint
Date:01/08/2025
Type: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 a power recliner on 5/31/21 for $1299.99 with a $181.39 promotional discount and also with additional 5 year warranty for $499.99.Power failed within the first year and Havertys sent someone out to fix it. No problem.Power failed again 1/21/23. Sent someone out after two(2!) months. Said it required a new motor. Sent the motor to us and we rescheduled for installation. Another few months. Finally installed with about a 6 month turnaround.Power failed again 10/28/24. Filed a new claim. Sent a technician out12/3/24. 5 weeks! Said we need a new motor.Warranty company said they were not obligated and would not replace it again. Called Havertys and was told that they would look into it and that they would back their product. Received a phone call this morning, 1/8/25, from Havertys and was told that there was nothing else to do.There is still well over a year left on warranty. Havertys confirmed that the warranty company only has to replace the motor once. If they then told me that they would back their product, why am I sitting here with a worthless warranty and an expensive broken chair?Outrageous!Business Response
Date: 01/09/2025
We will reach out to customer for resolution.Customer Answer
Date: 01/09/2025
This response is very vague. It feels like a snub.
when will they reach out?
what happens if its after the 7 days?
Business Response
Date: 01/13/2025
We will follow up with customer for resolution.Customer Answer
Date: 01/16/2025
Again, this is a very vague response. If I accept and never hear from them, then what.
Somebody from Havertys did call and left a message that they would repair the chair. However, no contact information was left.
if I accept and nothing is done about this, is the case still open?Business Response
Date: 01/17/2025
**************** reached out to customer and provided contact information.Customer Answer
Date: 01/18/2025
Havertys reached out and is trying to rectify the issue.
Customer service ordered a motor and was told it would be a mid February delivery after which they will then schedule installation.
Will not accept any resolution until the chair is fixed.
Initial Complaint
Date:01/07/2025
Type: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.
Havertys sells extended warrantys through a company called Gaurdsman. We were told the warranty would cover any damage within the 5 years of the warranty. All claims have been denied because the damage wasnt reported within 30 days. This policy should be irrelevant as there as no way for the company to prove date of damage. Additionally, this leads to dishonesty from customers just to get a claim approved. A dishonest solution would be just to break my couch on purpose and submit a new claim. I should not have to do this, and my warranty should be covered as the couch is still under warranty. I either want a refund in full for my warranty, or I want my furniture repaired.Business Response
Date: 01/08/2025
We will reach out to the customer for resolution.Initial Complaint
Date:12/05/2024
Type: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.
Dear Better Business Bureau,I am writing to formally lodge a complaint against Havertys Furniture regarding a recent experience with their warranty service. Approximately three months ago, I purchased a set of furniture from Havertys, including a coffee table, two end tables, and a foyer table. Shortly after receiving and using these items, I noticed a flaw in one of the tables, which raised concerns about the quality of the furniture and its durability.I promptly filed a warranty claim with Havertys to address this defect, expecting that they would honor their warranty and resolve the issue. However, despite my efforts, the company has taken no meaningful action to address my claim. This lack of response and accountability is disappointing and does not align with the quality and customer service standards that ******************** advertises.I am requesting the BBB's assistance in helping me reach a resolution. I would like Havertys to take responsibility for the flaw in the table by either repairing it, replacing it, or offering a refund if repair or replacement is not possible. I believe this request is reasonable and within the scope of the warranty coverage.Thank you for your time and assistance in this matter. I hope to find a resolution soon, as I expected more from a company with Havertys reputation.Sincerely,Business Response
Date: 12/02/2024
This was sent to the wrong store. We are in **********. Please forward to the ******* market.
Business Response
Date: 12/09/2024
We will reach out to the customer for resolution.Initial Complaint
Date:12/04/2024
Type: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 a Beautyrest Black Quilted Series 4 Plush Summit Pillow Top Mattress Only, Full from Havertys in *******, **. Delivery Date: 06/07/2024 Order Number: ************* Noticed a rip at the seam of the mattress on December 1, 2024 and texted my sales associate at the Havertys location and he submitted a trouble ticket for resolution. I received an email on 3 December 2024 regarding the mattress and uploaded a picture of the **************, 3 December 2024, I received a phone call from Havertys stating that the mattress can not be repaired or exchanged because the mattress was not damaged within 3 days of delivery. I have two other mattresses from Havertys and this has never happened even after moving the mattresses from room to room. I spent too much money for Havertys to at least repair the mattress.Business Response
Date: 12/07/2024
We will reach out to her for resolution.Customer Answer
Date: 12/07/2024
Complaint: 22641031
I am rejecting this response because:
Havertys did not provide an acceptable resolution. They are simply contacting the manufacturer. they did not offer to repair or replace the mattress.
Sincerely,
******* ***Business Response
Date: 01/07/2025
We will reach out to the customer for resolution.Initial Complaint
Date:11/19/2024
Type: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.
We purchased a Denver Sofa Console, Ivory, Sku # *********** and a ***********, Ivory, Sku #*********** in 10/29/22. We also purchased the Guardsman, Gold Plan, Sku #*********** at the same time. Shortly after purchasing the units we started having trouble with the electric reclining mechanisms in the sofa console unit. After weeks of back and forth with Havertys and then Guardsman, we finally got someone out from Guardsmen to repair one of the reclining mechanisms. He said the other one he would have to order and when it came in he would come back and replace it. After months of calling Havertys and Guardsmen we decided that it was hopeless and they were never going to do anything else. We have purchased several living room couches from Havertys, however, this will be our last purchase from them because they do not stand by their products and their extended warranty company, Guardsman just simply *****.Business Response
Date: 11/20/2024
We will reach out to the customer for resolution. Thank you.Initial Complaint
Date:11/12/2024
Type: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 my sectional during the peak of *****. It took roughly a year to arrive due to lack of stuffing. I can tell there is still a lack because my springs are not properly covered. They are exposed and can easily be felt by rubbing your hand across the back of sofa after remove pillows. I had an issue with the chaise making a squeaking noise after a few months (Havertys exchanged) and now another section of the couch squeaks when I sit down. The sofa springs in the back of the sectional are raised and you can feel them when you place your hand on them. This sectional was a total waste of my money because I can not get Haverty's to repair the issue free of charge. This is not the Havertys quality i am use to. They are only willing to sell parts to fix the issue if i get it repaired myself. I spent thousands on this sectional sofa and it didn't last 4 years. It is only two people in the household and no children; moreso, we barley use the sofa. This is not acceptable and I need Havertys Furniture to fix the issue and not charge me for a poorly made sofa.Business Response
Date: 11/22/2024
We will reach out to the customer for resolution.Initial Complaint
Date:11/02/2024
Type: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.
An order was placed with Haverty's, *********, *** 5/11/2024 for furniture for a bedroom. Items were delivered minus the bed headboard; therefore the bed could not be setup. Despite numerous telephone calls and emails, to Haverty's requesting a delivery date for the headboard, Haverty's cannot provide such a date as of November 2, 2024.Business Response
Date: 11/04/2024
The store will reach out to the customer for resolution.
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