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Haynes Furniture Company, Inc.

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Reviews Haynes Furniture Company, Inc.

Haynes Furniture Company, Inc. Reviews (59)

Defective table
I received my delivery of a table. I thought there was dust on the table. I wiped it out and it was not dust. I don’t know what it is. I immediately called Haynes. Said they would send an email out to the appropriate people. It takes 24-48 hours. Four days later still no call. I called back. They said it was something wrong with their system and they didn’t get email. Saunte would call back within the hour. Still no call. Calling now. Been holding for over 20 minutes because no one wants to do their job. This has been going on since 12/4/20. It is now 12/9/20. I have gotten all of my furniture from Haynes. I will never shop there again.
Defective table
Defective table

Hello,
We currently have an open service ticket for this customer.    Initially, the customer called in requesting we allow a return on the chair because it is too large for the room.  We do not allow returns due to preference.   The customer asked to...

speak to a manager about a return stating that we should make an exception because his daughter was in ICU and because the chair it too large for them.   The customer also said there seemed to be a problem with the back cushion, so we should take it back because of that.A manager did speak with the customer and explained that we don't allow returns or exchanges due to size or customer preference, however we do service what we sell on most items. 
We did request photos.   The chair appears standard, but we sent a technician out to the home anyway.   The customer told the technician that they were unhappy with the back of the chair and the front of the back cushion.    The technician did make adjustments to the back cushion to please the customer, however the condition of the cushion is standard and the chair looks like our floor model.   Please see photos attached.   The first photo is from the day of delivery.  The second photo is a photo of our floor sample, taken today.   The photos after that are the chair in the customer's home.
After the technician visit, the customer reported that the seat cushion is sagging.   We asked for photos.  The seat cushion looks standard with normal wear and tear, however,   the photos were sent to the vendor with a request to send the foam core and we would replace the core for the customer.   The vendor has agreed to send the core directly to the customer.    As of today they have given an ETA of Dec 11th, 2016.
As soon as the customer has the core, we will send out our technician to install it in the chair, however,   the new core will wear as any foam core cushion will do.   The cushion will be depressed after someone has been sitting in the chair.  This is normal.
Thank you.

I purchased two catnapper leather reclining sofas in early spring of 2015. I payed 3,000 for both. I also bought the warranty coverage to protect me from anything going wrong with the sofas. After two years, I sit on one end of one sofa and my husband sits on the other. Both sofas are loosing the tobacco color where we sit on the head area and sitting area. I contacted Haynes, warranty company and manufacturing company, All said they are not responsible for normal wear and tear. Wish they would have told me that when I bought the sofas. Also learned my sofas are cheap leather sofas and this is what happens to poor quality leather sofas. I did not think that $3000.00 was cheap. I was told if the sofas had cigarette burns in them this would constitute a claim. Do not have the heart to put cigarette burns in my sofa. I tried to match the color myself to fix the ugly fading spots but did not have success. The middle section of the sofa where no one sits is in excellent condition. They say the best lesson in life is one where a lot of money was spent and also real leather sofas cost $$$$$$ so as I stare at these ugly fading sofas sitting in our lovely living room I am completely at a loss as what to do and no help from the company or warranty whom I purchased from. Hopefully I can help someone researching this product and will save them from my demise. Supposedly when my warranty is up and I have not used the warranty I will receive a $500 item from the store. That will be next Jun. We will see.
Very disappointed Haynes catnapper recliner sofa, two of them

Review: We placed an order for a sofa and recliner in February of 2016. We were told it would take 4 weeks to deliver since we live in Goochland, VA (20 miles from the location). The day before the delivery in March we were called and told one of the items were damaged but they were unsure of which one. We had to wait for the delivery to find out it was the recliner that was damaged. We received the sofa. We were told the recliner would be delivered the following week to which I took the day off work to be home during the scheduled delivery. They never showed! I called the store and they said the recliner was damaged again and they took it off the shipment. We were told it couldn't be received now until May 5th. I called and was told that it wasn't on the freight and would have to wait again until June 2016. Every time I had to call the office, no one followed up. Each time I spoke to the sales person [redacted] he would lie and give excuses as to why no one had returned my calls. I spoke to the regional manager Chris C[redacted] and he never followed through. They just offered me the floor model for a "reduced' price of $400 to which I declined. I ordered a new recliner, I am not interested in a used floor model for that price. The service has been horrible. This company has horrible business practices and is selling items they cannot guarantee to deliver. This company has poor ethics and overall shouldn't be in business.Desired Settlement: We would like our recliner to be delivered in a timely manner. We would prefer someone to have this order shipped overnight or somehow delivered within the next week. We have waited for several months and have guest coming and would like to have something for them to sit on. If delivery cannot be made in a timely manner we will need to have the sofa returned and a refund issued in a timely manner.

Business

Response:

At the time of the customer's scheduled delivery of a sofa and recliner in March, we discovered that all recliners in our inventory had production issues. We delivered the sofa and refunded the delivery fee to compensate the customer for her inconvenience. It was assumed that we would be able to deliver the recliner when the next shipment of recliners arrived at the beginning of May; however, the manufacturer has notified us that their production issues have not been resolved. We are concerned that the delay will be considerable because this merchandise is imported. We have spoken with the customer to offer a reselection to different merchandise or a full refund. She has chosen to return the sofa for a refund. We will contact her to schedule a pick up of the sofa to resolve the complaint.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I purchased an Aireloom Mattress (Rip Van Winkle) in January 2007 and the mattress was warranted for 20 years; 10 years for full replacement and each year thereafter at a prorated rate. My mattress has significant impressions/humps/lumps on both sides. This mattress is a no-flip mattress and cost well over $2500. I went into the store Sunday, July 31st to make the complaint and was given the 800 due to the Warantee Department being closed. I called Monday, August 1st and spoke to Charmaine H[redacted] - Customer Service Rep who sent me the extensive required elements to submit a warantee claim; and I submitted the completed claim and emailed her back the requested information and pictures. The documentation stated 'We expect the vendors to respond to our requests between forty-eight and seventy-two hours" and when I did not hear back from Haynes, I emailed Charmaine and copied [email protected] on Friday, August 5, 2016. I then called Tuesday, August 9th and spoke with a Customer Service Rep who stated Charmaine was not working and would return on Wednesday, but could not give me her work time. The Rep checked the system and stated the Vendor asked for additional pictures and Haynes sent them; however, I have not heard back from Haynes, their Warantee Department, or Charmaine who is suppose to be handling my claim. We are now approaching 12 days and to no avail, I still do not have resolution to the replacement of my mattress.Desired Settlement: I am requesting the replacement of my mattress with the same quality and model of my existing one.

Business

Response:

This is an open service file. Rep [redacted] has been in contact with our customer, and the customer is aware that we are working with the vendor. We are working the claim with the goal of obtaining an Return Authorization.We are not able to replace the bedding unless we have a return authorization.thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: We purchased a love seat, sofa, and end table from Haynes. We were told it would take at most one month before the love seat was in. I get a call on June 16th (the day before it should be in) and was told it would be a week late, but that something would be done for the inconvenience. She said the manager would not be in on Friday, so it would be Monday before she called me back. I never got a call.

Tuesday, I call back and asked to speak to a manager. I was told he was at lunch and would call me back as soon as he was in. Again, no call. I then get a returned phone call from our sales associate who has forgotten why she was supposed to return the phone call. I remind her that she was supposed to be talking to her manager to see what they were willing to do for the inconvenience. She writes down my information and tells me she will call me back within 30 minutes. Again, no call.

That evening, my boyfriend calls up there and speaks to a different sales associate who tells him a date that was another week later. He then calls the VA Beach location (which we thought was their corporate office) and the lady said this was absolutely unacceptable and sent out an email to all managers and regional managers.

He then spoke with Darren Johnson and was told they would give us $100 off of a $3500 purchase. The day finally comes and our love seat has made it to the store. No one calls to let me know it is there or set up delivery, so I call them. Our sales lady has the day off, so I speak to customer service, only to be informed that they have sold our end table to someone else, and it is no longer in the store. I speak to Darren again who tells me I can have one of the three floor models. I told him I do not want a floor model because I purchased a new table. My sales lady calls me the next day and lies to me about the table. I was told my table would be in on August 10th. I called on the 15th and could not get any information other than someone would contact me.Desired Settlement: After being lied to multiple times, having my love seat come almost a month after I was told, and having the table I had already purchased over a month ago sold and given to someone else, I do not feel like $100 credit is fair. The $100 was for the additional delay on the love seat and had nothing to do with all of the issues I have had since then.

Business

Response:

We have apologized for the merchandise being on arrival. The table is still on arrival and the customer was offered to take a floor sample, or reselect on the table, or cancel the table. It is a $199.00 end table. The customer demanded $200.00 off the order. However the customer was offered $100.00 credit, which has been applied to her account. We are expecting the table order to arrive very shortly. The business office has a copy of the order, and will be checking it daily and will contact the customer as soon as the table is in stock again. Thank you.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The $100 was taken off because the couch was delayed by several weeks and was offered PRIOR to any issues with the table. I would not accept delivery of the couch until Haynes sent me an email stating this, as I knew they were trying to have it cover the table and couch.The table itself may cost $199, but my entire purchase was approximately $3500. After the couch was delayed, $100 was offered for the inconvenience. Then, my table that was in stock when I purchased it, was sold and given to another customer. I was told it would be about 30 days. Since then, I received a phone call from my sales lady saying the table would be in by August 12th (which would have been close to 30 days) and she would call me then to set up delivery. I called twice and left messages for her to call me and have also called and left a message for the manager to call me back. I still have not heard anything from anyone.As far as the offer to accept a floor model, this is unacceptable. Floor models are typically reduced by 50% or more, as they are often scratched and have been on display. I told them I would consider it if I was getting a discount. I will not pay full price for a piece of furniture that is not new.

Regards,

Review: I purchased a sectional sofa from HAYNE'S FURNITURE (Broad St. Richmond) location on 6/5/16 and was told that I was not within their delivery range, so the sales lady referred me to their third party delivery guy and told me to make arrangements with him to deliver my furniture. I asked the sales lady if the sectional was too big for my living room, could I return the wedge, she said "Sure, there will just be a restocking fee". My furniture was delivered on 6/13/16 and I called HAYNE'S FURNITURE on 6/14/16 to see if I could return the wedge and/or trade the sofa for an additional loveseat. My sales lady wasn't in, so I had to leave a message with a gentleman at the store. On 6/15/16, no one had returned my call, so I called back and was referred to customer service this time. When I explained to customer service that the furniture was too big and that I was told I could return a piece of it and pay a restocking fee, they told me that I was "outside of my 24 hour time limit", which is not true. Come to find out, the delivery driver picked the furniture up on 6/12/16 (Sunday), which is the date they are using as MY pickup date. The furniture was not delivered to my house until 6/13/16. I was transferred from sales to customer service, to management at customer service, and back to sales. No one was willing to help me or even listen to the fact that I'm not asking for ANY money back. All I wanted to do was exchange a sofa for a loveseat so that the furniture will fit in my house. This means they will make even more money because the sofa has a higher value than the loveseat and I was willing to pay a restocking fee. Tell me where that is unreasonable! Once I realized that Haynes' customer service was awful and rude, I checked their reviews and unsurprisingly found out that there are numerous complaints on the Revdex.com site, Yelp, etc. I guess this is my fault for not checking the reviews before giving Hayne's my business. Never again!Desired Settlement: To deal with better customer service and exchange the sofa for a loveseat. This furniture was not cheap and I planned on keeping it for a long, long time. I will never refer anyone to Hayne's Furniture.

Business

Response:

The approval for reselect must come from the store, and this was explained to the guest. Customer service Reps have been acting as an advocate for this guest, to the store to obtain approval for the request to return and reselect. (Customer service can not approve as the request fell outside the Customer Service guidelines.)There was a delay in response from the store, as they have experienced a major power outage. Customer Service Rep Kevin has been in touch with this guest and assured her that he would get approval, and has also entered a ticket into the system for her, as the store is currently unable to do so. thank you.

Review: We purchased full set of leather couch with two recliners. The entire set is a full leather L shape package. First of all we were told that if we purchased the extended warranty everything would be fully covered even for normal wear and tear and that they will either fix or replace at no cost to us. About 10 months ago one of the recliners at the end started to warp at the base of the seat and essentially lose it's shape as though the internal cushioning had gone out of place. This was not a gradual lose but a rather abrupt change in its support. Whoever sits in that seat ends up sliding down to the floor regardless of body size or shape. The couch also also does not hold up well to scratches. We called the store and told them of our problem and after several days of waiting were told we needed to contact an insurance company which we did. We contacted them and after weeks of leaving messages we finally get an appointment for someone to come out and examine the couch. We are told at that time that scratched would not be covered. The day of the appointment they cancel at the last minute. After several more weeks we finally get a new appointment for an inspection at a date in the future. They come out and inspect and after waiting two weeks we receive a notice telling us that the damage is not covered an it is normal wear and tear. We cannot see under any circumstance how this could be considered normal wear and tear and secondly we were explicitly told by the store several times that wear and tear would be covered during the warranty period if it did turn out to be the case.Desired Settlement: Replacement of the recliner and refund for the full price of the warranty as it clearly does not deliver on what was promised by the sales manager at the store. Alternatively we would be fine with them picking this up and giving us a full refund of the purchase price plus warranty and we will take our business somewhere else.

Business

Response:

The order the customer is referring to is from 2013 and out of any in home service warranties. Please find attached the service files and color photos from the extended warranty claim by Uniters 2016. We would like to remind the customer that if they do not use the warranty plan for an approved claim- after five years they may use the amount that they spent to purchase the warranty, on a purchase at any of our Haynes stores. On order [redacted] August 2013 they spent $319.99. Their warranty is still in place at this time- should they wish to file another claim. Warranty information may be obtained on line.thank you.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

For reasons stated in the original complaint its clear that they are not offering anything that resolves the issue. I filed a claim with the warranty service sold by the store and yet it is not being honored.

Review: Haynes CSR [redacted] is the supervisor of a problem I have had for more than six weeks. Today was the last straw, his demeanor and lack of professional -or prompt- follow up has left me feeling beyond disenfranchised with the Haynes brand. My purchase was approximately $4,000; however, the delivery was screwed on multiple attempts. In a nutshell, it was not delivered -as promised- they were a day late and they, the Haynes delivery men, damaged my bed while assembling it. I later found out the furniture was not made in NC as told by the sales man, but rather Indonesia. [redacted] told me to take photos of the damage, and then told me they were inclusive and that he'd need to send out a technician to verify my claim before he made any judgements on my case. He later offered my $75, which I was insulted by. The technician came by on Sept. 4 and told me I should request a "floor model" discount. The technician NEVER brought repair materials inside my home nor did he mention REPAIR. He did, however, take out a cheap camera and take more photos. I copied his synopsis and after waiting a couple of days called [redacted] for an update. A WEEK went by before I heard from [redacted] - even though we'd been emailing earlier- he ignored me. Today he told me that "I refused to allow the technician to repair the damaged furniture" and went back to his condescending speech and apathetic stance. I am so upset with being treated like this, he's a horrible person.Desired Settlement: Come get this damaged furniture made in Indonesia and sell it to someone else.

Business

Response:

Hello,

A copy of this report has been sent to our Service Dept. manager to review. We will also copy the service repair company and ask for their report, as well as

copy the store Sales Manager to address the concerns about manufacturing.

[redacted] will be call by the end of this week to discuss all his concerns.

thank you

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. However, yesterday I was called by [redacted] and told by [redacted], a supervisor, that field technicians reserved the right to amend acknowledgement documents as they see fit. If I sign something, and I have a copy of what I signed, and it's later forged to indicate otherwise; than that is grounds for perjury and breech of contract. [redacted] said it was laughable and further insulted me by interrupting and talking over me. Attached you will find the document I speak of; the document which, in fact, [redacted], Haynes Customer Service, would not accept and, instead, told me, "I have only one more chance." I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: We bought over 3000.00 worth of furniture including a sofa that came in 4 different pieces.

There delivery brought everything except one desk and the 4th part of the sofa on May 25th. After having the sofa in our house for a day or so the quality of the sofa is not what I anticipated it to be and the sofa was extremely uncomfortable. It now has been 11 days since we have had the sofa in our home. When we asked if we could exchange the sofa for another one they have absolutely refused. We are willing to pay the 15% restocking fee but Haynes said we only have 24 hrs to exchange anything.

When I tried to explain to their customer service that our salesperson never told us about a 24 hr. return policy, the customer service rep. replied "we don't have the time to go through our policies every time" That is not how you conduct business. Believe me when I tell you that the sofa is in the same exact condition when they delivered it to our home. On the information that was given to us there's a checklist with all the different policies of Haynes and there's a line next to each policy where you are supposed to initial and we never did. If the salesperson had gone through this with us I would have definitely remembered. Thank you for your time.Desired Settlement: I just want to exchange the sofa with one that is built better and feels better. We are willing to pay a restocking fee.

Business

Response:

Hello, I have attached the signed order and the terms & conditions. Everything was explained a the time of purchase. We can not authorize a return.thank you.

Review: I purchased furniture on Monday (Oct 12) and selected a delivery date of Friday (Oct 16). I was advised that the company would call to set up a delivery date/time on Wednesday (Oct 14) or Thursday morning (Oct 15). When I called on Thursday afternoon (Oct 15) about the delivery I was told that someone would call me between 2-5pm same day to work with me on a delivery time/window. I received a text that indicated my delivery would be Friday (Oct 16) between 5-8pm. I called the office an indicated that we would not be available in the evening. I was told, at time of purchase, it would be during the day and that is why I took the day off. I was told, on Thursday after purchase, that the delivery time was only set by Haynes and could not coordinated with the customer and could not be adjusted or discussed.Desired Settlement: Request the company contact me and work with me to schedule a delivery day/time without fees/charges.

Business

Response:

Hello, We are very sorry to hear that Ms. [redacted] is unhappy with the delivery time frame, however, we did verify the address, phone, items and date with her, and on our terms and conditions we do state: Our delivery hours are 8am to 9pm. We will contact you the afternoon before your scheduled delivery to provide you with a three hour estimated time frame. We will make every attempt to complete your delivery within this time frame. Due to delays on the road there may be occasions when we are unable to meet this time frame. Should this happen you will be notified of the delay and given a revised delivery window. For your convenience we can contact you at work approximately one hour in advance to allow you to meet the drivers at your home. REQUESTED TIME FRAMES ARE AVAILABLE FOR AN ADDITIONAL FEE.I do show the delivery was made on 10/16. thank you.

Review: I recently purchased a large furniture order with Haynes furniture on 21 Apr 13. This order included a mirror and vanity set totaling 1400 and 100 dollars for delivery. on 7 May 13 the furanature mentioned above was delivered damaged. The delivery drivers did not tell me I could return with them rather that Haynes would fix it or replace it. I was unable to call Haynes at this time due to the drivers coming late and it was no longer during normal business hours. The next day I called Haynes and spoke with Ms. [redacted], 7[redacted], who was a Haynes manager. Ms. [redacted] stated Haynes would not replace nor fix it due to it being the last set, but would accept the return and refund the delivery charge. Ms. [redacted] stated there was only one day it could be delivered which was 4 Jun which was about a month away, but could not give me a time nor another day. About a few weeks later I call Ms. [redacted] back and spoke to her about not receiving a refund about the delivery charge in which she stated she would contact the store again to process me delivery charge refund. Ms. [redacted] further stated she knew no more information about the delivery day at that time. Since that time I have called Ms. [redacted] multiple times with no results as I have not received a refund for delivery and I had work commitments durnung the day of the scheduled delivery, however could be available most of the day in the early portion. I then got a call about 1730 the day prior confirming my delivery between 1330 and 1700. I called Haynes and spoke to another manager who refused to work with me about with the delivery as I would not be available after 1430. The manager stated she would not contact the delivery driver and the computer controlled the delivery time. she further stated the next delivery date was about a month away. The next day the delivery driver was still scheduled and called me about the pick up which I was not available for. At this point I still have broken furniture and have not received any compensation nor refund.Desired Settlement: I would like a refund and maybe compensation for my time. I would like them to pick up the damaged product ASAP. I have already waited over a month.

Business

Response:

The consumer was contacted to advise and apologize for the delay in processing the credit. The store busuness was called to call the consumer to complete the credit process.

The delivery is currenly scheduled for 7/4/13. The location of the consumer is a one time a month delivery. The time frame for all our deliveries is computer generated according to zip code and can not be changed. This has been explained to the consumer as well.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not fully resolve my complaint. For your reference, details of the offer I reviewed appear below:

I received a phone call from a Haynes representative which processed my refunded as promised months ago, but resolved that issue. Also during this phone call 2 Jul 13 was set for Haynes to pick up the merchandise that was supposed to be returned as they only had one delivery day a month for my area. I agreed to the date that was set and happy that the delivery fee was refunded. About 2 days later I received a response through Haynes that was routed through the Revdex.com. This response stated I received an apology which never happened as I don't even know if the person that processed my refund had any idea about my issues and the date I was told on the phone was different as the message which stated 4 Jul 13 pickup. At this point I am tired of Haynes not only dictating a time and date of when I have to be available to return broken merchandise as not fault to my own, but not even being able to get the date right. I have already taken time off from work for this and now I have to reschedule again to accommodate Haynes. This issue could have been easily resolved if Haynes did not rely mearly on computers as Haynes representative stated: "all our deliveries is computer generated according to zip code and can not be changed". Last pick up date was dictated the day before at 1730 and I was only able to take off work to 1445, but Haynes would not accommodate this even though I had to wait an entire month for Haynes. I have bought almost 20000 dollars worth of furniture through Haynes over a 4 year span and would never expect to be treated like this.

Regards,

Review: Haynes advertised a sofa and when I went to buy it they claim it as another sofa. It was a bait and switch situation. I wrote Haynes on March 24th and have not haerd from them. I have a copy of their advertisement and my letter if you need it.Desired Settlement: I would like to purchase the sofa at the price quoted with their other discount

Business

Response:

Our Store Manager at the [redacted]. has contacted [redacted] and will be working with him to assist him with the sofa purchase.

Thank you,

Review: Haynes sent a coupon via US Mail to my address for "Extra 30% OFF All Furniture, Rugs & Mattresses, The only exception is clearance merchandise, which is already substantially reduced" There was no further writing nor fine print on this coupon! We went to Haynes on Friday, Sept 4th, the coupon was still good. We saw a sofa that we were interested in and the price was $840 on it's tag. We asked the sales clerk if that was the price and she said yes. We were then told that because the sofa's tag had a red border, we could not use the coupon. No where on the tag, which I have a copy of, did it say "clearance". It says on it, "As Advertised" The person who waited on us said the tag should have been pulled and shouldn't even be on there. She refused to honor the coupon for the sofa. We asked to speak to the store manager and were told he was at lunch. We were there at approximately 4:30pm. The assistant manager came to speak with us and said that because the tag had a red border, he wouldn't honor the coupon and "that comes from corporate." He said it "has to have a blue border to qualify for the coupon." There were no other words on that coupon besides "the only exception is clearance" which the tag on the sofa in no way indicated. I have a copy of the coupon and a copy of the price tag that was on the sofa. I insisted the asst. manager make me a copy before we left the store. We purchased the sofa and one other item and left the store. I am a disabled veteran and I feel this is deceptive advertising akin to the old bait and switch tactic. Lure you into the store but then don't really honor the coupon which was supposed to be good for "all furniture"! The kicker was when we received the sales receipt, AFTER purchasing the sofa, it said, "Extra 30% off Labor Day Private Mailer, effective 9/3-9/4 Cannot be combined with any other offers, Adv Specials, Clearance Merchandise, and Carpet/Flooring." If this was the case WHY WAS THIS NOT STATED ON THE COUPON!!Desired Settlement: I would like Haynes to honor the coupon and take the 30% off the price listed on the tag on the sofa which was $840. Not 30% off the original price of $1100 something!!

Business

Response:

Customer did receive 30% off our every day price. This was a featured item in the mailer. The 30% was the advertised price, we can send him a screen shot of every day price if he needs to see it. Mailer shows our price and then the 30% off….says take an extra 30% off in red and then shows the reduced price in red.

Review: We purchased a new living room suit in 2013 and along with the furniture we purchased the strongest warranty available. In December we started experiencing issues and now have a living room suit that is in disrepair, we have been back and forth with Haynes and their warranty service company as to who is responsible. Both parties readily admit we have warranty to cover the issues we have started having. We have one that is falling apart, one that the recliner is stuck in the up position with the end falling off the opposite end. I am blind with balance issues and having the piece with the recliner up is causing me to fall and bump into things.Desired Settlement: Ideally replacing it would be better but at this point if I could just get it repaired in a timely manner I would be happy.

Business

Response:

Hello, I did send an answer to this previously. The product is out of the one year Haynes Warranty. We have instructed the customer how to file a claim with [redacted], back in January, however, I have instructed [redacted] from my office to contact the customer and offer assistance again in filing a claim with [redacted].Thank you.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10465213, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[We have complied with this back in January but [redacted] keeps referring us back to Haynes. We understand that it is out of the one year warranty but we bought the extend warranty.

Regards,

Review: I ordered a recliner and sofa with Haynes on 12/31/13. I was told everything was in stock. We set up a delivery for Sunday, January 5, 2014, as this was the only day I was off from work. I received a confirmation phone call on Saturday the 4th around noon. Late Saturday night, around 8pm, I received a voicemail saying my sofa was no longer in stock and I would receive a partial delivery. I received my recliner that Sunday. I got in touch with Haynes over the phone on Monday to see why my sofa disappeared. I didn't get anywhere. I proceeded to go the the store that Monday night the 6th. I was told the next shipment was supposed to be in on Monday, January 20th. I was assured I would have my sofa by the end of the month. I also received free shipping. Monday came around and I did not receive a phone call. I finally got in touch with Haynes that Thursday, January 23rd. I was told that the shipment would not be in until January 31st. I called yesterday, the 31st, and was told Haynes was not sure where the shipment was and that I would be called back that day. I still haven't received my phone call. I want to know where my sofa is why I don't have it a month after I ordered and was told it was in stock. I paid for a product I never received.IODesired Settlement: I would like to be compensated for my lack of furniture, inconvenience, and extra steps I have been taking to try and get customer service regarding my problem. I would also love to actually have furniture as soon as possible.

Business

Response:

We have contacted the Store Manager to work with the salesperson to review what was promised and to contact the customer to discuss the shipping delays from the vendor.

Review: I purchased a bedroom set September 1, 2008 and also at that time I purchased a service protection warranty for five years. When I was offered the service protection warranty, which cost $169.95, I was told by the salesman that after five years if I did not use the warranty, I would be refunded that amount. I did not use it so I called the customer service department at the home office in Norfolk on October 3, 2013 to inquire about how to get the refund and I was told that they don't refund for the warranty but that I would get a store credit and to call the store in Richmond to receive the store credit. I don't have a problem receiving the credit in spite of the fact that I was misled but when I called the store, I was told that in order to get the credit I would have to spend at least $339.90. This means I will have to spend $169.95 to get $169.95 credit. I would not have agreed to such a condition that requires you to spend an equal amount of money in order to get the credit. If I was told this up front I would never have purchased this warranty. If you don't spend twice the amount of the warranty you don't receive a refund or a credit which is not right. I contacted the Home office but was told this is their policy and there was nothing they could do to help resolve this issue. This is a practice that the company uses to try to make you spend additional money and I believe that they don't disclose this information to you up front because many people would not purchase it under these conditions. This is a practice that needs to stop. I will definitely be warning my friends and family of this practice with Haynes to encourage them not to be ripped off like I feel they are trying to do to me.Desired Settlement: My desired outcome is to receive either a gift card or a store credit in the amount of $169.95 without having to spend any additional money if I choose not to.

Business

Response:

We are sorry to hear of the confusion with our certificate "If you don't ue it, you won't lose it" The saleperson gives this to customers' purchasing the Protection Plus Warranty. The certificate reads: This credit will be equal to the purchase price of your furniture protection plan and can be used anytime after 5 years. This credit is not to exceed 50% of your next purchase.

Review: I purchased mattress and box springs on 3-19-16 and delivery was scheduled for Friday 3-29-16. Delivery was made on Friday and mattress set (wrapped in plastic) was placed up against living room wall where we ask them to put it. Pictures were taken by delivery team and wife signed for delivery. I wanted to buy a new headboard and bed rail set b-4 moving old set out and new set into bedroom. I also had to work the weekend. I did purchase a new head board and bed rail set over the weekend had to work Monday and took off early Tuesday 3-29-16. I put the headboard and bed frame together. My son and I then moved the mattress into the bedroom and leaned it against the wall. We then unwrapped the plastic from the box spring in the living room and noticed that a frame board of the box spring was broke into. I called customer service and spoke with [redacted]. who told me there was nothing they could do. I ask to speak to her supervisor and she told me she would get her to call me back. I took a few pictures and decided to ride to the store where I purchased the set. went in and there were a group of salesmen standing together at a table. [redacted] Stelmack the salesman I purchased the set was there so I told him about my complaint showed him the pictures and he said I needed to talk to the boss who was also standing there. He told me there was nothing he could do but I should send pictures to customer service. [redacted] Stelmack then ask me for my number. The man asked [redacted] what he was doing as if he should not be trying to help. [redacted] told him and me that he would get someone to call me. I left the store and later received a call from, [redacted] who proceeded to tell me that she had checked the phone records and my wife said everything looked good. We are not disputing the fact that everything looked good, wrapped in plastic and leaning against the living room wall. I began to loose my temper with [redacted] and ask her why she was calling me back instead of her supervisor. She just kept tellingDesired Settlement: I would like them to pick up broken box spring and bring a new one

Business

Response:

We have exchanged the foundation for the customer on April 4. Our recovery agents spoke with the customer who confirmed that she was satisfied with the delivery and confirmed that no other issues were outstanding.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Haynes did exchange the box spring on April 4 2016 and everything is good

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: On Feb. 23, 2014 we purchased a king size mattress and a full size mattress set from Haynes Furniture on [redacted] in Richmond, VA (Sales Order #[redacted]) total cost $1,656.37. By Oct. 2014 (8 mos. later) we noticed that the king size mattress was sinking inward and the full size set had a continuous squeak whenever you sat on it. We called Haynes to inform them of the issue. We called the warranty area for Haynes & spoke with [redacted], Cust. Svc. Acct Mg ([redacted]). I informed Ms. [redacted] of the sinking in the king-sized mattress and the squeaking in the full-sized mattress and she emailed me claim forms for each. We completed the forms (in October 2014) and attached the required pictures and emailed them back to Ms. [redacted]). Weeks went by and I didnt hear anything. I followed up with Ms. [redacted] and she informed me that she did not receive all of my pictures so I had to re-send them. In December 2014 I re-sent a new/2nd set of pictures to Ms. [redacted]. I, again, allowed time for review and re-contacted Ms. [redacted]. During the next 2/3follow up calls Ms. [redacted] had no updates so I had to call back on a later date. Weeks later she told me that we needed to re-take the pictures of the king size mattress because we were standing too close to the mattress area and it appeared that we were applying force/ pressing down on the king mattress to make it look like it was sinking in and they needed a picture of the entire mattress. We told her we were not applying additional pressure/force and she informed me that from the pictures, it looked as if we were. We took the pictures of the top/mid area of the mattress because thats where the sinking was occurring. I also spoke with her about the full-size set and I was told to lift up the mattress and the box spring and check the frame of the bed to make sure nothing was loose. I told Ms. [redacted] that my bed frame DID NOT speak prior to the installation and I was NOT going to lift a mattress or a box spring because I was not going to injure myself and if she wanted that level of an evaluation, she should send someone to our home to look at it. To prove my point of the squeaking, I put my phone on speaker-mode, and sat on the bed several times to allow her to hear the squeaking. She confirmed she heard the squeaking. I asked Ms. [redacted] if a rep. could come to our home and see the sinking in the king-size mattress for themselves and she said that Haynes/[redacted] does not come to customers homes to assess issues; that the pictures would be the only eval they would do. I told her that I was starting to have hip and back pains from sleeping on this mattress. She told me we needed to send new pictures if we wanted the king mattress claim considered. We re-took a 3rd set of pictures (full view as requested) and emailed them to Ms. [redacted]. In Feb. 2015, I spoke with Ms. [redacted] and was informed that Haynes/[redacted] would deliver a new full-size box spring but would NOT replace the sinking king-size mattress because based on their review of the pictures it did not appear that the mattress was sinking. I informed Ms. [redacted] that the mattress WAS sinking and about the discomfort the mattress was causing to my hips and my upper and lower back. She told me the mattress was not sinking because the pictures would have showed it. She rudely and abruptly dismissed my concerns and said there was nothing they would do but deliver a new full-size box spring and if it wanted it I had to make a decision within seven (7) days or THAT claim would be denied as well.Desired Settlement: I want Haynes to either replace the king size mattress with a better quality item or remove the cost of the mattress from our account so we can go elsewhere and purchase a better product.

Business

Response:

Hello, First let me apologize that it took the amount of time that it did to get an answer for your claim. Second, I would like to explain to you how we get our responses for bedding claims. When our agents ask for forms and pictures to be sent in, it is at the request of the vendor. We file a claim for the customer to the vendor. The responses (like the one about the pictures and pressing down on the bedding), come from the vendor.I am sending your order to our bedding team to review and one of them will be in contact with you to find out if you are in need of further assistance. They are [redacted], and [redacted] in the customer service office.thank you.

Consumer

Response:

I have tried on numerous occasions to get resolution to this matter including but not limited to extending an invitattion to have a claims rep to come to my home, lie on the bed and feel the sinking for themselves. I was told by Ms. [redacted], that per the "claims examiners" they do not come to customers homes and that my pictures should show any sinking. I even asked for the name of who the examiner and Ms. [redacted] gave me the name [redacted] (who I was told was the examiner who looked at my claim and made the decision). I was made to feel as though I was being untruthful and that was definitely NOT the case. I've tried to obtain resolution on this since Oct. 2014, all the while suffering with back and hip pain from sleeping on the defective product nightly. I even mentioned my pain to Ms. [redacted] who dismissed it all (not sure if she shared that with the claim reps or not). Asking me to send multiple pictures from various distances IS NOT required in any claim form but we complied each time and I'm confused as to if Mr. [redacted], an examiner has already looked at the pictures, why am I being given the name of two (2) more examiners. Was he not the reviewer as stated by Ms. [redacted]? Lastly, Ms. [redacted] stated this process takes 2-weeks but each time it took >3 weeks to 30 days. Will their review be more timely? We want either a better quality product or removal of the cost of this product so we can purchase a better quality item. Thank you

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: We purchased a sectional from [redacted] in Houston, TX. This sectional, we were told, would "break down" into a "normal" sized couch, even though the piece was quite large. We explained to the salesman that it would be going into our upstairs media room and that we needed to get it up our stairs and again, we were told it wouldn't be a problem since it "broke down" when unassembled. We currently have a "normal sized" couch & loveseat in this room, so we figured it would be no issue. We measured the sectional to make sure it would fit in the room, but since it was assembled in the store, and we were told that it would "break down" into a normal sized couch, we proceeded with the over $6,000 purchase. When the delivery people got to our home to deliver the sectional, they could not fit it up our stairs. They tore up our walls in our brand new home, and did not even offer to have it fixed. This will be an additional $225 of repairs that we will have to make. [redacted] says it's policy is to charge 20% of the purchase price for all returns caused by the customer. We were not given the full information on the product, and proceeded with a purchase that we would not have made had the sales person given us the information needed. I called the customer service manager, [redacted], who initially seemed very responsive, and didn't understand why the store was wanting to charge the 20% since she even said "it didn't make any sense", and "we shouldn't be liable for it". She told us that she would need to make a few phone calls, but that she would call us back the next day, and that has been 2 weeks ago. We have not heard from anyone since. To our knowledge our initial $6,000 purchase has not even been refunded. I just received an email from the furniture warranty company saying that the coverage that I purchased has just gone into effect. I would like a refund immediately including the 20% that the manager verbally stated that we are not liable for.

In addition, I have never spoken with more rude and unprofessional people than I have at [redacted]. I will not be returning to make any additional purchases, nor will I recommend them to anyone.Desired Settlement: Refund of the entire purchase amount.

Business

Response:

Unfortunately the merchandise that the [redacted] selected did not fit in the intended room. During the calls with customer service, both Mr. and Mrs. stated they were not concerned about the damaged walls, but were very upset about the restock fee. The restock fee is automatically applied (as described in the terms and conditions), and several associates in customer service tried to explain this to the [redacted].

From the terms and conditions printed on the back of the furniture ticket under the DELIVERY section:

REFUSED DELIVERIES (INCLUDING, BUT NOT LIMITED TO , NO-FITS AND CUSTOMER NOT-AT-HOME) SHALL BE SUBJECT TO A RESTOCKING FEE THE GREATER OF f $100 or 20% OF THE PURCHASE PRICE.

The [redacted] talked to a customer service rep, the service department Lead and also the customer service department manager [redacted], all who said that they would get the complaint about the restock fee and the sales consultant to the store management team. The store sales manager [redacted] did

call the [redacted]. He had the two sales consultants in his office during the call in case the [redacted] wanted to speak to them. [redacted] offered the [redacted] to come in and reselect, but he had to end the call when [redacted] began using profanity including the F word. He did acknowledge that she was upset, but asked her to refrain from the bad language. [redacted] referred to [redacted] in a vulgar way and [redacted] ended the call.

[redacted] has been in communication today 10/9/14 with our billing manager. The billing manager did confirm that the finance account had no balance due on it. [redacted] –the customer service manager will be in the office on Saturday and can be reached at [redacted], however, customer service can not remove the restock fee for the no fit.

Thank you.

Customer Service Director

Haynes Furniture Co., Inc. & [redacted]

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Description: Furniture - Retail, Furniture Stores (NAICS: 442110)

Address: 6550 Hull Street Rd., Richmond, Virginia, United States, 23224

Phone:

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