Below is my letter I am sending Haverty’s today and also talking in person today with the branch manager. Let’s see if with their last chance they can make the right..
August 11 2012
Don Hall
Branch Manager
103 N Hurstbourne Pkwy
Louisville, KY 40222
Dear Don,
Over the last 2 years and 5 months we have owned many pieces of furniture from your company and have been very dissatisfied with not only the build quality but also the service. We have had 6 different sets of furniture from your store and now we are going on the 7th as the new set delivered was again not up to par on quality along with a disastrous delivery experience. Below I will bullet point what has happened in each deliver of furniture as I would like you to fully understand the circumstances we have been thought as a customer and have been more than patience and are looking a final resolution that is to our liking even if that means a full refund of product, delivery, service plan, and cost of our time as we have invested over 25 hours to get this resolved. I hope we come to a conclusion today and if not we don’t mind escalating this as far as needed to get what we deserve as customer of your for 2 1/2 years.
Initial visit and sale:
March 5th 2010
Worked with Miller our sales consultant
Had a great experience during purchase as he was friendly and informative
Sold on the service and quality at Havertys
Setup delivery
Spent $2621.35
1st Delivery
March 18th 2010
Reclining Sofa and entertainment love seat delivered
Within less than a month the colors on the leather stared fading
April 1st 2010
Replacement set was delivered
Sofa had damaged recliner parts and would not recline properly
Entertainment sofa had damaged arm as delivery team cut it with a box cutter
Dents and missing fabric on the corners
Unknown date 2010
3rd Replacement of Stetson Set
Complete new set delivered
Stuffing under entertainment recliner leg part was coming out the seems underneath
Color again was fading
Stitching was coming apart at the seems.
Haverty’s admitted the quality was very poor on these sets and they were working with manufacture to get up to snuff and allowed a complete re-selection
December 21st 2011
Replacement contempo sofa and 2 Sabrina chairs are delivered
No issues during delivery
June 6th 2012
2 chairs are up for re-selection as once again we had a quality failure on the seats as the entire bottom broke
Langley sleeper is ordered in place of seats and told delivery will be July 6th
We were later updated and told it could be as late as September for delivery (3 months wait with broken furniture)
Called corporate to get assistance as they agreed this was unacceptable and again offered a re-selection
The next day the arm on the sofa caved in and were told we would have to replace again per service technician as it could not be repaired as it was a thin level of partial board
Reelection for chairs to sleeper changed to matching love seat due to delay of shipping
August 10th 2012
Delivery team arrives at 11 and can’t find our couch on deliver truck
Says they have to again reschedule for next Tuesday which is completely un acceptable
Called by corporate to inform that indeed they do have the furniture and that they will come back same day to deliver at 4:30pm
Stephanie my wife calls at 6pm to get a status update as the are moved than an 1hr late
They were in another state and their last delivery was at 7pm and they would be here shortly after that.
Delivery team arrives at 8:15 dropped a cushion while carrying old furniture out on our sons head with no apology
Did not interact or greet during time in our home
When speaking to other delivery guys said “laughed and said it was on the truck the entire time”
After putting furniture in home found multiple scraps on the legs and dented in right arm on couch
Assistant store manager spoke with my wife and let us know that Don would call us and we decided to come in 8.11.12
We are looking for a resolution today and expect the following:
Replacement couch of our choosing regardless of type and cost
Brand new service warranty from the date of delivery
Appeasement for our time and efforts to get this matter resolved (ie. 25+ hours of our time at a cost of $625 in the form of store credit)
Sincerely,
John and Stephanie Rutledge
5 comments
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Cheryl Free
August 18, 2012 at 3:21 am (UTC -4) Link to this comment
That’s unbelievable! I hope they’ll make it right for you.
Bella Jewel
September 4, 2012 at 3:03 pm (UTC -4) Link to this comment
You are NOT ALONE! We bought the a 2-piece sectional from Haverty’s last yr. It was delivered on 2 different days, because the warehouse was out of one of the pieces, so right there, I had to wasted 2 days on delivery. Guess what, the legs on the 2nd piece were a totally different height and color from the first piece, so when the delivery people forcefully joined the 2 pieces together, the second piece was not even touching the floor – the legs were hovering 1+ inch from the floor. Delivery folks tried to blame my ceramic tile floor for being uneven. By 1+ inch, from one tile to the next, were they kidding, were they blind or something? They then sent a ‘repairman’ out who determined the two pieces were really not the same height – 3rd day wasted. He unscrewed and screwed the bad legs back on until the replacement arrived a week later -and said we should not use the couch. When he screwed the old legs back on, he ripped the fabric and busted whole new holes in the bottom of couch. So my hubby said @$## it – he would do it himself. He told Haverty’s to just send the legs, but no, Haverty would not ship to our home. We had to go get the legs at the store a week later – day 4 wasted. Then we realized the metal piece that held the 2 pieces together was so bent by delivery people that we could not join the two pieces once the good legs went on. 1 more week waiting for them to send the metal piece replacement. We were 4 weeks after buying the thing and we still could not use it! My hubby had to fix it twice- the brand new $2000+ sectional. Now the cushions are sagging, even though the thing is not 1 year old yet and we each weigh <150lbs, not fat@$$es. And this is just the ordeal we had with the sectional. The bedroom suite was a whole other nightmare: 1 month wait for delivery, pieces scrached up right out of box, slashes caused by the boxcutter, $800 dresser door not wanting to stay closed, 1 replacement sent out looked even worse than the first, etc, etc, etc. On top of it all, aweful customer service.
Stephanie R.
September 4, 2012 at 3:24 pm (UTC -4) Link to this comment
Incase you’re wondering Incase you were wondering. http://threeloudkids.com/2012/09/04/havertys-the-follow-up/ I hope they resolve your problem. Its just such a shame they do business this way.
Bella Jewel
September 4, 2012 at 3:07 pm (UTC -4) Link to this comment
Oh yeah, and paint issues on wooden furnitured are repaired with: sandpaper and a corrector marker that may or may not match the original color. Never mind the shiny coating the entire rest of the furniture has, they will sand it down and paint over with a marker – my 7-yr old could do that!!!! We spend close to $4000 on the furniture from them and they come to my house with a $%^&ing magic marker?
Brian
April 6, 2013 at 10:39 am (UTC -4) Link to this comment
Dont buy from these people. The furniture looks beautiful but it is junk. I spent $2200 on a fake marble table and they delivered a used one that was repaired at the top. Small piece of tile chip was glued back in with a green outline. The wooden legs werr poorly touched up and the bench was discolored. The delivery driver told me to use leather cleaner to clean it. I told him that I actually had a bottle from my couch and I would try to clean the faded fake leather bench for him. After it proved him wrong he admitted that the table was beautiful but a piece of junk. He said that all the customers are complaining about it. Then he went on to convince me to decline just the table for delivery and pick out another new table because this was fake marble. The service department does a great job until you ask them why they delivered you a fake used scratched up poorly fixed table they sigh and say well send it back like they aren’t surprised. Some business model. I declined the entire order and went to Kanes. I wouldnt make the same mistake by maybe saying to yourself that maybe this guy with the table is just a jerk or simple a case of bad luck. This is the way they operate. They know their furniture is garbage and they overprice it by making you believe its better quality and they kill you with kindness to make you believe it.