It has been almost three months since my last update on Havertys but I didn’t want to come back with the terrible news that they WERENT up for the challenge of fixing my broken furniture {which by the way, I have a warranty for}. Mostly because the people working social media on twitter have been very helpful and nice, and well you guys know Im a sucker for good customer service skills. Unfortunately twitter is where the good customer service ends.
Let me start at the beginning though… and I will make it brief.
The day after the semi original post we received a phone call asking when they could come out to check out the furniture and replace it for us, AWESOME right!? Three cancelled appointments later and at least two snappy phone operators we had our chairs evaluated by havertys…. thats when I realized they never once looked at the chairs. Though they DID fix the couch leg, 3+ appointments later, and one very helpful service guy.
At this point I was still waiting on a plastic piece for my side table. Probably a 2 cent part- but also the reason the appointments were pushed back months and months, at least according to Havertys. After the last trip for the sofa thats when I realized they never left a piece for the table, I immediately called Havertys corporate number and spoke to the operator. Now, Ill be honest this lady was so incredibly nasty to me. Flat out telling me the part had indeed NEVER even been ordered, even though that said part was the reason my appointment was rescheduled multiple times. After eventually realizing that the lady on the phone was just going to be nasty I spoke with her supervisor. Who was nice, but not very helpful, telling me that it would have to be ordered and would take a awhile to arrive. Finally I told him just take the piece off of the display and I would pick it up at the store. I was promised that I would receive a call by the next day as to when I could pick up the piece. The call never came. Once again I had to follow up and track down and deal with not so nice people to get the part.
In the meantime of getting the chairs replaced our sofa arm broke. Yes, BROKE. Split in half. Again, a tech was sent out to look at the couch and hopefully fix the arm. And again, the tech was very nice and helpful however he informed me that it couldn’t be repaired. While he was taking photos of the couch and putting it back into place, I was talking to him. And I asked what the arm was made of that snapped that easily. His response?
PARTICLE BOARD.
Say what?! My couch arm is made of particle board!?! The couch I paid over $1000 for?! This is when I bite my tongue, because who wants to hear that their couch is made of garbage?
To speed things up, because so much has happened. Basically I have 4 pieces of furniture from Havertys. Only ONE {a side table} is usable. Pathetic. As of right now, I have zero expected date to have my chairs swapped out, could be mid august, then again I was promised it would be mid July. So Im holding no value in promises anymore. As for the couch, again, could be mid August, but I won’t hold my breath.
I will say though, this is the worst experience with a company I have ever had. They have SO much potential, with the amazing online service tickets, its amazing. As well as their social media experts on twitter, you guys are awesome too. If you could get the entire company as organized and nice as you guys, and get better suppliers you guys would be the best.
DISCLAIMER: I grew up in an upholstery shop, I watched quality {and sometimes not quality} furniture be tore down and recovered. I know what should be inside. I also know that a couch should last longer than a year. Hell, my Aunts couch is probably older than me.
Also my husband spoke with one really nice lady {Krista M} who was very helpful and told him to call back with any issues, however whenever he called back they refused to let him speak with her.
