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Gecko Tales

Gary Scott Thompson

DESTINATION--BACK AND BEYOND

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Havertys Furniture

Poor Customer Service from Havertys

A few months ago Rhonda and I bought a new bed at Havertys Furniture store at the Mall of Georgia. The store had a great selection and we found a solid cherry sleigh bed that we bought and had a delivered a few days later. We loved the quality of the King bed and the style. We didn’t care much for the aggressive sales tactics used in the store but every other furniture store we visited used the same annoying methods so we didn’t seem to have much choice. After having a good experience with the store we went to another Havertys located on Satellite Boulevard near Gwinnett Place Mall to purchase a dining room table and china cabinet. Our sales lady was less aggressive, although still too aggressive for our comfort. The dining room set was delivered quickly but this time there were a few problems. First, the delivery team left the glass shelves on the top of the china cabinet. This led us to believe that they forgot the shelves that we eventually found. The second problem came when we found a small nick on the top of the table.

The nick shouldn’t have been a big problem to repair. We called Havertys customer service and they scheduled someone to come out and fix the damage. The customer service rep was friendly and all seemed well. Then came time for the repair person to show arrive. After waiting for an afternoon with no-show we called Havertys to find that no appointment was not on record. STRIKE ONE!

We called and set up another appointment and explained how Rhonda had left early to meet someone that never showed. The friendly customer service rep promised someone would show the next time so she scheduled another appointment. The repair person was scheduled to arrive on Saturday afternoon (November 18) between 3:00 and 6:00. A rep from Havertys Furniture even called us on Thursday to confirm the appointment. Our next encounter with Havertys incompetence came on Saturday morning when we came home from a vet visit to find a note from the Havertys repair person stating that they had arrived at 9:30 and no one was home so they left. STRIKE TWO!

By now Rhonda was upset with Havertys inability to fix a very small problem. We called Havertys customer service again and they said they didn’t even schedule appointments that late on Saturdays and that no one could return that day because they had already left the area. I asked to speak to someone that was competent but instead was transferred to a manager that was border line rude. Of course the rudeness was after I informed her that Havertys customer service has some serious problems. HAVERTYS FURNITURE CUSTOMER SERVICE REPS ARE EITHER LYING, THE BOOKING SYSTEM IS BROKEN, OR THE REPS ARE INCOMPETANT. It is that simple. Either they are lying or they are incapable of fixing a simple problem. Either way THEY ARE WRONG! STRIKE THREE!

Havertys has nice furniture but their customer service is so inept that dealing with them is not worth it. We have a life time of furniture buying left that won’t be done at Havertys. There are plenty of good furniture retailers where we can spend our money. I hope that you will do the same and avoid Havertys furniture.

posted by Scott at Monday, November 20, 2006