HAVERTY FURNITURE CO INC

I purchased a queen sleeper sofa from Haverty's store in Gwinnett in September 2012 for a condo that we purchased in Naples, FL. I was told when I purchased the sofa that buying it from this location and having it delivered to the FL address was no problem. The sofa was a custom order and was delivered the end of November. The sofa has rarely been used since this is a condo that will be used for rental. Shortly after having the sofa delivered the down feathers in the cushions started coming through the material and sticking you whenever you sat down, very uncomfortable not to mention the mess of feathers everywhere. I contacted customer service in March 2013 after visiting the condo, I quickly realized that I would receive complaints from renters with the problem we were having with the sofa. Customer service indicated that I would need to send in pictures of the sofa, I completed this and quickly heard back from customer service that the sofa in my possession could be returned and I could go and pick out a new sofa. On March 30, 2013 I went to the Haverty's store in Naples, FL, picked out a new sofa (more expensive) and was told by the salesman that the Gwinnett store would need to process the order since the original sofa was purchased from there. The salesman indicated that he would contact that store with all the information for the new sofa. The new sofa i chose was in transit and was told we should have it in a few days. After waiting several days and not hearing anything, I called the salesman at the Naples store, he indicated that he had contacted the Gwinnett store and they were suppose to take care of everything, he was surprised I hadn't heard anything from them. I have since had several conversations with customer service as well as the Gwinnett store, all initiated on my part. Last week the customer service agent indicated that my sofa was again "in transit" from a warehouse in Texas and should be arriving in approx. 5-6 days, never heard anything back. I called customer service again today and the agent put me on hold, came back on the line and said the sofa still had not been delivered to the Naples facility.... don't know what happened but I've obviously been lied to on several occasions! Every customer service agent has been very courteous and professional and I don't fault them for this problem. Someone, somewhere has dropped the ball. As I indicated in the beginning, I was told that it wasn't a problem to purchase the sofa in Georgia and have it delivered to Florida, it now appears that it is a problem. The customer service agent has indicated that I have a defective piece of furniture, however, they won't refund my money. I have been a Haverty's customer for the past 13 years and have spent thousands of dollars on furniture from this company, I believe I deserve better than this. The resolution that I would like to see is Haverty's pick up the defective sofa and refund my money.

I bought a new bed from somewhere else, and once I had the boxspring and mattress on the new bed, it was abnormally high! For a $30 restocking fee, I was able to exchange the high profile box spring for the low profile. I was very pleased with their level of customer service, especially since a few weeks had gone by. I would highly recommend them!