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.

close

Find a Location

Havertys Furniture Company has 92 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Havertys Furniture Company

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

  
• 

  Havertys' Furniture

  6650 N. Federal Hwy Boca Raton, FL 33487

• 

  Haverty's Furniture

  26450 Golden Maple Loop Wesley Chapel, FL 33544-6327

• 

  Haverty's Furniture

  11798 S Cleveland Ave Fort Myers, FL 33907-2863

• 

  Haverty's Furniture

  1906 W Brandon Blvd Brandon, FL 33511-4814

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:08/26/2023

  Type:Product 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.

  On 6/9 I bought a bunk bed from Havertys Furniture worth $1,866.97 (invoice 1061-1285414) and scheduled delivery for 7/15. Upon delivery, the delivery guys said they shipped the incorrect screws so they were unable to put it together, leaving everything in the packaging it came in in my home. **************** refused to schedule a new appointment until the correct screws arrived which took ~4 days. I scheduled the next delivery team to assemble the bed for 8/12. However, Havertys sent 1 repair guy, not an assembly team and he was unable to assemble the bed. 8/18 a 2nd assembly team came to my house but said the warehouse shipped the wrong screws a 2nd time and they were unable to assemble the bunk bed.On 8/21, I drove to the store to request they pick up the bed and give me a full refund. The customer service clerk said they can not refund until 3-5 business days after they've picked up the furniture. That day, I scheduled pick-up of the as-yet unassembled bed for 8/26 in the morning, 9:30-11:30. 8/26 at 8:52am, Havertys called and said they were running behind and would not be to my house until 2:30-3:30pm. At 4pm they still had not arrived so I called customer service to be told their truck is broke and they can't retrieve the bed. They still refuse to provide a refund until they retrieve the bed on some date in the future TBD.Given that this 2-month-old problem is all on their shoulders, I feel they should be able to provide a refund as soon as possible so I can purchase a bed from somewhere else.

  

  Business Response

  Date: 08/28/2023

  Havertys has contacted the customer. Thank you.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20526519
  
  I am rejecting this response on the basis that until they solve the problem they created, the problem still exists and I have no faith that they'll follow-through with the remedy they've thus far provided.
  

  

  Business Response

  Date: 08/28/2023

  Pick up for the customer's items are scheduled for 09/02. ******************** will contact the customer. Thank you.

• Initial Complaint

  Date:08/08/2023

  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.

  I made a furniture purchase of more than $6k from Havertys store on ********* on 10/1/2022. The salesperson Mrs. ******* explained the importance of purchasing a Guardsman protection plan for the marble table and sofa in case of damage, emphasizing a marble table can easily get water marks and wine stains and having the Guardsman plan will cover any incident so I purchased the protection plan for both items. On April 2023, I submitted a claim through Guardsman for the marble table due to water ring marks. After submitting my claim to Guardsman, it was denied. Guardsman says my table is not covered under their protection plan. I called the store and followed up on several occasions, spoke with ****** who said my claim is under review since she recalled the protection plan was bought for both. After several calls and emails, the salesperson said I didnt buy the guardsman plan for the table, only to the sofa, which is a clear error and a lie from her part. I emphasized I wanted the protection plan for both. Screenshots attached show an email received the day of the purchase and the Guardsman protection plan, in such email doesnt say only living room set is covered. After weeks of calls and emails to the store and headquarters, the salesperson and the store manager said there was nothing they could do except for me to find someone to come and give me an estimate to fix the table, then to pass it on to the store and see if Havertys would cover it. 3 months later no one has come to give me an estimate, I called guardsman and they dont even offer the service in my area. I called several other marble businesses but not one is interested in fixing just a table. I want Havertys to replace the table and add it to the protection plan. I told the salesperson I completely understand a human error was made but it can be fixed if the store is willing to do it. If store doesnt want to replace my table, I want my money back. I will return the whole set including the chairs.

  

  Business Response

  Date: 08/08/2023

  Havertys will contact the customer. Thank you.

  Customer Answer

  Date: 08/11/2023

  Havertys contacted me today to replace my marble table and scheduled a delivery for next week.  They also mentioned the table was added to the Guardsman protection plan. I was advised by the store manager to buy a sealer for the table, from them or another seller.  I went ahead and bought the sealer the store carries, Guardsman. Thank you Havertys. Ill close the claim as soon as the table has been received. Thanks again! 

  

  Business Response

  Date: 08/25/2023

  Havertys has contacted the customer. Thank you.

• Initial Complaint

  Date:08/05/2023

  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.

  Date of Original Purchase of Furniture: July 6, 2022 2 Items of Concern: 1) 2-seat sofa for $2,405.49 2) 3-seat sofa for $2,660.49 Date Furniture was Delivered: October 12, 2022 Date sent photos of complaint that quality of fabric wasn't holding up: May 2, 2023. Issue still not resolved as of today. Last communication with **************** yesterday is that they are still working with vendor to get a date the covers will be ready. 5 seat covers are to be replaced. The company is not resolving the issue satisfactorily. I requested being able to choose another fabric that *** be more durable since this fabric isn't the quality I expect. Haverty's will only send replacement of the current fabric. Even with getting the new fabric, the problem won't be solved b/c the fabric isn't durable like it needs to be.

  

  Business Response

  Date: 08/07/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  Date:08/04/2023

  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 queen ******** in December 2019 with a 10 year warranty! The ******** developed an indentation within a few weeks of me sleeping on it. Contacted the store, Havertys of ******** ** and had to have the ******** replaced. I incurred additional charges for the new ********. Shortly afterwards, this ******** too developed indentations. This replacement ******** was picked up in January 2020. Now this replacement also indentations and I contacted Havertys in ******** **. They sent out a tech to check the ******** for indentations and the tech saw and measured the indentations. He said my box spring and slats were good and that the problem was with the ********. Havertys called me later and stated that there was indentation but they measured about an inch! I disagree and know that the indentation is more than 1 inch. Havertys stated that the tech only measures 1 inch and for a replacement the indentation would have to be 1 1/2 inches. I believe the indentation is more than 1 1/2 inches and has caused me neck and shoulder and back pain. The ******** has a 10 year warranty. I believe the ******** should be replaced. The **************************** effect and I don't know why I'm being denied a replacement at this time. Havertys told me to contact them 6 to 9 months for a recheck by a tech. I paid good money for the ******** and it is not performing the way it was manufactured. I'm retired and can't afford to go out and buy another ********. I'm asking that Havertys honor their warranty and replace the ******** with one that perform in the manner it was manufactured to.

  

  Business Response

  Date: 08/07/2023

  Havertys will contact the customer. Thank you.

  Customer Answer

  Date: 08/07/2023

  I will respond after the business contact me!  I have not heard from the company at this time.  Havertys has not contacted me yet.

  

  Business Response

  Date: 08/09/2023

  Havertys is actively communicating with the customer. Thank you.

  Customer Answer

  Date: 08/09/2023

  Havertys has contacted me and offered me a refund in the amount of ******. I paid ****** for the **** RIDGE FIRM MATTRESS that is in question.  I will reach out to Havertys to see if we can resolve this amicably with a refund in the amount of ******. I have my receipt documenting the same and I will go from there.

• Initial Complaint

  Date:07/27/2023

  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 am a first time customer at **********************'s. I made several purchases for my new home at Haverty's earlier this year. The customer service was great when I was spending money at the store, now that I am expressing concerns, customer service is not the same. Some of the items purchased were purchased with my personal credit card and other purchases on Haverty's credit card. Some of the items were returned to the store and not credited to my bank account, instead the credit went to the Haverty's card. I asked the store representative about the credit not going to my bank account and was told "credit goes to Synchrony account first." The reason several returns/exchanges were made are due to Haverty's delivery drivers delivering damaged furniture to my home from the warehouse or during transport. At times, I believe the exchange items were the same items that I returned because the damages would be the same. Each time I exchanged a damaged item, Haverty's informed me that returns/exchanges are processed and takes some time for the account to show these returns/exchanges. I have not had such difficulty with any other store regarding a return process. The balance on my account is not reflective of the items that I purchased/kept. I called ************** to discuss my account. I was told to contact the store about the charges/balance not being correct and or showing all payments and exchanges. I have made several payments on this account, I wish to pay the balance of this account but unable to do so because the balance is not correct. I have made several attempts to discuss and resolve this matter with Haverty's. Each time I call to speak with someone at the store, I am put off and the matter goes unaddressed and still not explained or resolved, This problem has gone on several months too long. I request assistance to get this resolved so I can move on. I would not want anyone I know to go through this horrible experience. Thank you in advance.

  

  Business Response

  Date: 07/27/2023

  Havertys will contact the customer. Thank you.

  Customer Answer

  Date: 07/27/2023

  Havertys has been slow to respond to this issue which is why the complaint was generated. The money I have spent with Havertys is not accounted for and I request a timely respond. Havertys did not contact me today regarding this matter. The delayed respond is a strong indicator they are not attentive nor care about explaining their errors. I work hard for my income and do not appreciate Havertys bad business practices. I will not be satisfied with the company until this matter is resolved.

  

  Business Response

  Date: 08/01/2023

  Havertys has contacted the customer. Thank you.

  Customer Answer

  Date: 08/01/2023

  I received a brief call from the assistant branch manager stating errors/incorrect charges were made by the office staff and will be corrected on my account. The assistant branch manager also stated credit to my account will be awarded after customer service completes a full review of all transactions as well as the payments made by me.  
  

  The assistant branch manager stated he did not have full knowledge of my experience to really assist with resolving this complaint, and was only making the call on behalf of the branch manager being absence.
  
  I will not be satisfied until the store calls and explains the errors and I receive a refund of the incorrect charges to my account. I informed the assistant branch manager more training should given to the staff in order to prevent other customers from being overcharged on their accounts and going through this type of experience. I am still waiting on Havertys to complete the process and not just call with a brief statement of their intentions. 
  I appreciate BBB assisting in this matter.

  

  Business Response

  Date: 08/09/2023

  Havertys will contact the customer will follow up information. Thank you.

• Initial Complaint

  Date:07/22/2023

  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 made a furniture purchase from the Havertys location in *********, ******** on 5/22/2022. The salesperson ********************* explained the importance of purchasing a Guardsman furniture protection plan to protect my investment in case of damage to my furniture. I purchased the protection plan per her advice for $749.99 +tax. On 3/4/2023, I submitted a claim through Guardsman due to damage to my furniture from our family pet. After carefully submitting my claim including pictures of the damage to my couch and chair, Guardsman has still not come to my home to repair the damage. I have followed up with them numerous times via phone and email. Each time Im given commitments to have someone come out to make the repair, but nothing happens. I finally reached out to the sales person Wafa at Havertys who sold me this protection plan. She told me they would help communicate with Guardsman and get someone out to my home to make the repairs. They did not follow through on that promise. As of this complaint filing on 7/22/2023, I still have not had my furniture repaired (nearly 5 months after I filed my claim!). I consider this a breach of the furniture protection contract I purchased through Havertys. Havertys took my money and their vendor has not provided the service advertised that I purchased. I want a full refund of the protection plan I purchased ($749.99 + tax) so that I can use the money to get my furniture repaired.

  

  Business Response

  Date: 07/27/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  Date:07/14/2023

  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 purchased a service plan from Havertys Furniture 3 years ago. The plan was from a company called Guardsman. December 2022 I completed a form requesting a technician come out because the leather on the back of 1 cushion started rubbing off. In addition to that the frame was bent as you recline the sofa. It took a few months before guardsman sent a technician out to review the damage. The tech took photos and submitted them stating a new frame needed to be ordered and was the frame arrived at my home a technician would install it and repair the leather that started peeling. The frame arrived in April the technician came out 2 weeks later. The technician noticed the replacement frame was bent upon arrival and stated another frame needed to be ordered. A second frame was ordered in May. As of July 13th the second frame never arrived. No one at Havertys or Guardsman can give a reason why this is taking 7 months to resolve. In the interim I have the damaged heavy frame sitting in my dinning room. Havertys store claims we cant drop it off there yet Im being inconvenienced at my home with this frame.The entire process has been awful. The lack of professionalism from the store and Guardsman is unbelievable. Havertys was considered a store that had high quality merchandise. Not true. They sell c*** and push their service plans through Guardsman which is a big joke.At this point I want my sofa replaced or my money back. I also want this heavy frame removed from my home.

  

  Business Response

  Date: 07/27/2023

  Havertys has contacted the customer. Thank you.

• Initial Complaint

  Date:07/03/2023

  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.

  On 6/21/2023, my husband and I drove 1 hour to the ********* store as soon as they opened to purchase a new sectional for our 15th year anniversary. After browsing the selection, taking measurements, we had settled on the sectional of course - a leather model named "*****". We had asked the associate working with us, ******, to provide a print out estimate of the ***** sectional, modified by removing one of the armless chairs, and adding an additional console (6 Total pieces). The printed out estimate we got was for $5,885.76, delivered with a warranty.After two hours of deliberation between my husband and I, settling on the color as well as figuring out financing, we told ****** we were ready to sign. ****** then realized that he had quoted us the wrong sectional...ooops. He quoted us the "*****", a microfiber sectional, not the ***** that we asked for (and had been sitting on for over an hour).He re-ran the quote, and now the price was *******. I asked what they could do to make it right since honesty and customer care was their top priorities according to their values on their site, and he said he wasn't sure. After disappearing for 15 minutes, I spoke with the store manager, *****, who could only knock the price down to *******. ***** said she'd get in touch with her manager and call us back. That never happened. We called every other day (she was always "gone for the day") until we finally got ahold of her on 7/3/2023, and was told that she spoke with her manager and there was nothing they wanted to do to make it right, other than just say "sorry, mistakes happen, we don't know why this did".Upon review of the second quote, I realized it Still WASN'T correct... It only included 5 pieces, and was missing a console. I addressed ***** of this, and her entire attitude changed, saying that "I can understand one mistake but twice? We just aren't going to be able to do anything", like we were trying to scam them out of something. 4 hours of wasted time.

  

  Business Response

  Date: 07/05/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  Date:07/03/2023

  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.

  Purchase sofa in Nov 2022/ the sofa has discolored and service is attempting to repair on July 15 / I spoke with *******(stated customer service manager) and when asked for ******** senior manger she placed (****** stated senior manager) / when I ask ****** for employment titles she kept providing miskeading management titles and ****** stated just leadership. I do not want this brand sofa due to discoloration happen within 180 estimate. Please provide store credit to purchase new sofa from different brand name. Please Contact me @ **********

  

  Business Response

  Date: 07/05/2023

  Havertys will contact the customer. Thank you.

• Initial Complaint

  Date:07/02/2023

  Type:Customer Service 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 bedroom set on May 27, 2023 at the Haverty's location in ************. I purchased a queen ******** chest, one side table (later ended up purchasing a second), a floor model adjustable base and queen ***** iComfort CF **** firm hybrid mattress. At the time of purchase, I was told, and signed that the mattress has a Comfort Guarantee and I could return the mattress between 30 and 120 days for any reason. The mattress and adjustable base were to be steam cleaned prior to delivery, which they were not and the store lied about it and said it was, but it was extremely noticeable they were not.When my furniture was delivered on June 17, there were many issues, with every item. The delivery staff were extremely rude and condescending to my face. The mattress and adjustable base were still filthy. The adjustable base had a tear on the corner that was not present at time of purchase. The chest and side table were both damaged with several missing chunks of wood. The bedframe footboard they brought was that of a double not a queen **** They left without completing the bed frame and damaging the walls in my entire staircase, which was freshly painted the day prior.Called customer service and the store as the items were being delivered questioning the mattress size since it looked small. They stated the queen should be 60" x 80", however the item was ****" x 77". I submitted a complaint, which means I want this taken care of/returned, within their three day policy - on the 17th and again on the 20th.I have now been dealing with customer service and the store about this mattress size. This is extremely uncomfortable and not what told to me when I purchased about the size. The store is not honoring their Comfort Guarantee, even though I signed twice and the paperwork they provided said I have that in addition to a Hybrid Warranty from *****. ***** corporate told me the retailer needs to handle it, however the retailer doesn't call back and is making excuses.

  

  Business Response

  Date: 07/05/2023

  Havertys will contact the customer. Thank you.

  Customer Answer

  Date: 07/07/2023

   
  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. Please close the complaint filed on 7/1/2023. The Havertys in ************ agreed to return the mattress. Unfortunately they will not replace the item but at least they are honoring their return policy and providing a full refund. 
   
  Thank you for your assistance
  
  Sincerely,
  
  *************************