Bridget B.

I started my relationship with Haverty's back in October of 2020. We had a great salesperson, who helped us to find most things we needed. We live in VA but went to NC "Furniture Capital" in search of finding all pieces to fill up our home. We made many purchases that we left pleased with. We received the leather sectional and leather recliner chair fairly soon after the purchase and on time, however. The formal dining room set with buffet was delayed. We were advised we'd receive it possibly before Thanksgiving, then I was advised right before that I would not have it. I was then advised that I would receive it in December. I did receive the order just before Christmas, but upon receiving it. I saw that it wasn't the best fit for the room/look. I contacted my salesperson on the day following my delivery (3 day return policy) to request a change on the dining set. I paid the difference in cost and I was then informed that the potential date for delivery would be the end of February. As I neared February, I received no updates (I kind of felt like they no longer had a need or interest in keeping me informed as to progress). I reached out to my salesperson (Ron) who advised that there was no date in the system and that I was pending two dining chairs. Time passed to the point that April was approaching. I then contacted Haverty's and was advised that Ron was off. I explained to the customer service person that it had been some time and I'm looking to find when my dining set would come. She viewed the system and advised of dates that chairs were coming in-- but she advised there were orders before me that would be filled so she couldn't offer a guarantee. She advised that she would have salesperson reach out. I then, received email to inform of delay and that it would be April 23. Then April 15th came, I didn't see any email like in the past to confirm delivery date. So I called again. I spoke with a nice lady that told me it could be 5/7 or 5/20. But that it could be confirmed soon. I was concerned because I have a dinner (I'm due to host in my home) so I was super excited since the table I currently have didn't match my room setup. The gray in my walls appear to match too much with the gray in dining set. I finally received email confirmation and a call that Haverty's last week that the deliver would occur on today, May 7. Excitedly, I request off from work to be home during what they originally confirm as 2p- 4p. I received the reminder call the day before. Around 2p today (May 7) as I wait, I received a call from the driver to advise that they are behind on schedule and that they would arrive between 430-630p. Mind you, I'm still excited (lost the day, but nonetheless happy). By the way, I had already undressed the table they are picking up as well). It is approaching 7p and I hadn't heard any follow up or otherwise. And I've checked the link showing where the driver is, etc. and text for updated ETA. It updates to show driver will be at my home from 8:05-8:35. At 8:24, I receive a call from the dispatcher (since no one would answer as I called the customer service # and the number where driver called from earlier) to advise that drivers won't be coming out tonight. But to ADD INSULT TO INJURY, the dispatcher informs me (when asked if they are coming first thing in the morning) that they would not be bringing my items that are 15 miles away from my home and that it would have to go back to a distribution center (God only knows where) only to revisit a new delivery on May 20th as if this hasn't already been about 6 months that I've been waiting for furniture. I am so FRUSTRATED with Haverty's and their handling of this situation. I have a dinner engagement in my home next weekend and I don't have my new dining set that would work best in my room. The person Melissa (dispatcher) showed empathy but it doesn't fix that I lost a whole day of vacation from work and waited around for a NO SHOW, then they are going to take my furniture back to who knows where and make me wait until 5/20. If the furniture holds up and don't have more problems. That might be a miracle. I'm super DISAPPOINTED with the process where I feel you only care in the sales process but not through the COMPLETION. The quality of the furniture is nice, but your lack of service will deter me from doing future business. I've requested to escalate through the dispatcher, as I feel this is unacceptable. I will update the outcome!