Haynes Furniture Company, Inc.

Review: my kitchen table is defective I was told that I caused the issue my marble table faded then I was told they didnt cover marble I reported the issue jan 2013 and still not have had the issue resolved a table fadeing is not my fult after less than a year of haveing itDesired Settlement: I want my table replaced or a refund

Business

Response:

Mr. [redacted] purchased merchandise from Haynes Furniture on 2/23/12. The consumer called customer service on 1/6/13, 11 months later, to report the swivel chair back upper left side tear. Wheels not rolling correctly, table top finish is coming off, and chairs are falling apart by legs separating from chair and screws coming out. The service technician was scheduled for 1/19/13. The chair tear could not be repaired and is not a vendor defect and not vendor warranted. The caster was broken and replaced as a courtesy. The stools also were a result of use but as a courtesy the service technician tightened all bolts. The table top finish is a result if a spill and not vendor warranted. Marble is not covered by the consumer Protection Warranty although many claims are. The consumer has a pending claim for tear on a swivel chair. Haynes implements vendor warranty for one full year. We have offered courtesy repair on the counter stools . The table top is not vendor defective and can not be restored.

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 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,

there was no offer made at all to replace my product I want a reslostion and my iteams replaced it is not fair that a big company sells crap products and in return treats people like their products and that is crap

Review: On 1/16/16 I went to Haynes furniture store in search of a sectional couch and ottoman. The sales rep that helped me was really helpful on this day and I found the sectional that I wanted. I asked the sales rep if they had the couch in another color and he stated I could look at the sample colors. He stated for "special orders" it would take 6-10 weeks for the couch to come in. The couch was not on sale so I asked if a sale was to happen on a later date would I be able to get refunded the difference. The sales rep stated that I have until 30 days after the delivery date to be able to get a refund on the difference if the couch goes on sale.

On 2/6/16 I went to Haynes furniture store and saw that the couch and ottoman was on sale. I gave the Haynes rep my information and they advised me that I could not get refunded the difference because I had a "special order." I advised them that I was not told that at the time of sale and I specifically told something else. Another gentleman (later found out he was the store manager) said they do not get discounts on special orders and walked off. I found the sales rep that helped me originally and talked with him and store manager. We talked about what the store rep told me originally but then the store manager corrected him and they began talking about how I have a "special order" and was not charged with that fee. I explained to them that just because I didn't get charged the special order fee, that doesnt justify providing the customer with invalid information. The store manager stated there was nothing else they could do.

That same day my wife and I called customer service to express our displeasure and they stated someone would give us a call within a day. This is day number 5 and we still have not received a call from Haynes. This information would have impacted our purchase decision and I feel that we were taken advantage of. Thank you.Desired Settlement: My concern is that I want Haynes to honor what their employee told me at time during purchase. Whether that is refunding me the difference in the Ottoman and sectional or giving me store credit with the difference.

Business

Response:

Our ADV low price promise states that if the same merchandise goes on sale within 30 days from the date of purchase (lower price, but must have the same delivery and financial terms as the original sale if delivery/financed.) It must be the same: Same style and color, same vendor. Special orders do not quality for stock merchandise advertising allowances, because they are customer orders. I apologize for any misunderstanding or miscommunication. The Store Manager and the Director of Stores have been sent this complaint and the Store Manager shall respond by phone to the customer this week.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.I understand the response that Haynes gave but that was not what was said to me and my wife while at the store buying the furniture. I have waited for Haynes' phone call but no one has called me yet. I filed this complaint with you because I have tried to call the corporate office but every attempt I make I am told someone from the store will call me and they have not called at all. This store in Richmond is by far one of the worst encounters I've had with trying to resolve an issue. It's clear their staff doesn't know the policies of the business and their customer service doesn't care to make the situation right.

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

Regards,

Review: Hi we purchased a dinning table and chairs and they were delivered damaged. We had been waiting for three weeks and it was delivered on 11/16/15. They have a 24 hour policy to return furniture, yet they don't return your calls about the damage of the furniture. I have NEVER had an experience like this. I have send many other reviews on [redacted] expressing the same concerns see reviews below. We have spent over $4k and called every day to address this and sent photos and still no resolve. These business practices are unethical, and we want to return the furniture and want our money back.

[redacted]Desired Settlement: We want the table and chairs picked up and we want a refund of our money. An example we bought a mattress from Mattress Discounters and we were able to exchange it in 30 days and I cannot believe we cannot return broken furniture that we have to send photos and allow them to repair it?? We don't want broken furniture. Please help us. Plus, my Mother's husband just passed away and they have no compassion at all and she is nearly 70 years old and I cannot believe these sharks!

Business

Response:

Order number is [redacted] delivered on 11/16/15. At the time of delivery, our driver called in to report that there was a scratch on the table top near the lazy susan and a ladder back chair had scratches. Customer requested a service tech to restore. Service order [redacted] was opened on 11/16/15 and our Rep [redacted] confirmed with Ms [redacted] a tech would be out to restore on 11/21/15.11/20/15- 321pm Ms. [redacted] called in and reported to Rep [redacted] that she felt the merchandise was not the quality she was looking for and she requested to cancel the service appointment and asked that we pick up the merchandise and refund her money. Ms [redacted] was given that option on the day of delivery, and we do not sell furniture on approval. The file had to be reviewed by a service manager.11/20/15 - 338pm A person identifying herself as the daughter of Ms. [redacted] called in stating that her mother would like to return the table set and she was informed that the file was under review by a manager and someone would get back to Ms. [redacted] shortly.11/20/15 350pm Rep [redacted] called back and Ms. [redacted]'s daughter answered. [redacted] explained that we service what we sell, and we do not sell on approval. She also explained that the furniture could have been refused at the time of delivery, however Ms. [redacted] asked for restoration. Ms. [redacted]'s daughter explained that she could see more damages. [redacted] asked for pictures so a manager could review.11/20/15 416pm rep [redacted] left a voice mail to the [redacted]s to let them know the email was unsuccessful and to please call back in.11/20/15 646pm Ms. [redacted]'s daughter called back in and ask if we could authorize an exchange. The service department manager approved that request. The service appointment was cancelled, and exchange ticket 102LVJ176 was scheduled for 11/22 to exchange the table and one chair. 11/22/15 The delivery driver called in to report the customer was not happy with the replacement table or the chair. Customer said the table had a scratch on the leg and the chair was wobbly. Customer refused service. Customer was told she would be followed up with tomorrow. Ms. [redacted] reported that the delivery team left a drill in the home also.11/23/15 When the merchandise was checked back in to our warehouse, the inspector reported that the chair was standard, and not wobbly (could have been Ms. [redacted]'s floor). The table was found to have no scratch, but there was a mark on the leg-however the mark in the wood was a vendor marking under the finish and considered standard.11/24/15 Rep Sarah and [redacted] have called to speak to Ms. [redacted], but they are speaking with her daughter because we were informed that Mrs. [redacted] is in the hospital and that is why her daughter is assisting her Mother with this order. Her daughter has asked that we take the rest of the set back and refund her Mother. We have keyed in return tickets to pick up the rest and we are scheduled for 11/27 to go back out to the home to pick up the rest of the chairs.If there is something else we are suppose to do, Ms. [redacted] or her daughter need to please call us again and let us know what they need assistance with and we will be happy to assist.I will have [redacted] call the [redacted] home today and ask if there is something else they need to be done for this order. thank you.

Review: MY COMPLAINT IS I RECEIVED DAMAGED AND SOME SMALL PARTS MISSING FROM A 5 PC. DINING ROOM SET THAT WAS PURCHASED FOR ME BEFORE CHRISTMAS. I TRIED TO CONTACT THE STORE/CUSTOMER SERVICE THAT DAY WHICH I COULDN'T GET THROUGH TO THEM, I ASSUMED IT WAS BECAUSE OF HIGH VOLUME THROUGH THE HOLIDAYS. IT WAS WRITTEN ON THE DELIVERY RECEIPT THAT THERE WAS DAMAGE DONE UPON DELIVERY (WHICH I DID NOT KEEP A COPY OF). NOW THAT I READ MY RECEIPT WHICH I HAVE TOLD THEM, IT SAYS CUSTOMER PICKUP. WHICH IT WAS NOT PICKUP, BUT DELIVERED. THE SALEPERSON TOOK CARE OF HAVING IT DELIVERED FROM THE STORE ([redacted]). NOW I DON'T THINK I SHOULD HAVE TO EXCEPT DAMAGED FURNITURE. WHICH ALSO A 5 YEAR WARRANTY WAS PURCHASED WHEN THE FURNITURE WAS PURCHASED, WHICH WAS TOTALLY A WASTE OF MONEY. NOW, AS MY FRIEND PURCHASED THE FURNITURE ON THE 14TH OF DECEMBER 2013, TO BE DELIVERED ON THE 20TH. HE WAS TOLD THAT HE COULDN'T GET A NEW ONE UNTIL FEBRUARY 2014, THEY WOULD SELL HIM THE FLOOR MODEL, WHICH WAS LOOKED OVER AND THERE WAS NO DAMAGE TO THE FURNITURE. WHEN IT WAS DELIVERED IT WAS DAMAGED AND MISSING TWO SCREW COVERS IN ONE OF THE ARM CHAIRS. UNFORTUNATELY FOR ME THEY DO HAVE ON THE RECEIPT FLOORSAMPLE, NO RETURNS OR EXCHANGES. SO I STILL EXPECTED TO RECEIVE THIS FURNITURE IN THE SHAPE IT WAS IN WHEN PURCHASED WHICH WAS NOT DAMAGED. I'M SURE THEY HAVE COVERED ALL THEIR BASES, BUT I'M VERY DISAPPOINTED AND DISSATISFIED WITH THIS COMPANY. I HAVE TRIED TO TALK TO THEM ABOUT THIS MATTER. THEY CALL ME AND SAY THEY WILL BE LOOKING INTO IT, THEN JUST DON'T CALL ME BACK. AGAIN, I'M HAVE NOT BEEN UGLY, JUST WANT SOME SATISFACTION. THANKS FOR YOUR TIME, TAMMY REAMSDesired Settlement: I'D LIKE A REPLACEMENT OR A FULL REFUND ON FURNITURE AND WARRANTY.

Business

Response:

The consumer is correct that our terms and conditions do state that floor sample merchandise can not be returned. But in reviewing the customer invoice, we do see a pickup ticket but an independent delivery contractor was hired to deliver the merchandise. The customer service agent did not recognize the customer purchas as being delivered. We do offer a courtesy service by our service technician specialists. Our customer service representativce will contact the customer to schedule that appointent. She will also apologize to the customer for the confusion.

Consumer

Response:

This isn't a complaint. My complaint was assigned ID [redacted]. I wanted to inform you that Haynes did take care of the issue. I'm sorry it took to coming to you with a complaint. I appreciate anything you did to get the results I received. I can't tell you how many call I made and emails I sent before I got in touch with you. Again, everything is taken care of, and I won't buy anything from this company again. But Thank You so much for your help.

The Haynes store on West Broad Street in Richmond, VA has a return policy that is unreasonable. If you are dissatisfied with a product you need to tell the store within 24 hours of delivery. I decided 48 hours after delivery (after living with the furniture for only 2 days) that it was not what I wanted. I could neither return the piece nor exchange it. THAT is VERY poor business practice.

Review: Last Sunday I purchased a mattress and box springs from Haynes for my parants. I asked if they picked up old set. He said yes for $49. I ask why they charged if I was buying a new set. He continue to explain to me because of the way Haynes disposed of it due to bedbugs and/or fleas. I told him that was why I was buying it, because it had bedbugs. He also knew I was buying it for my parants and I would not be there. He noted this and then also sold me a dust cover. On Tuesday when they delivered the contractor refused to pick up the mattress. He said they did not have ant plastic bags on the truck. This is waht they use for infested furniture. After refusing and calling Haynes, he left the old mattress set for my 90 year old father and mother who by this time was really upset. I finally got on touch with someone at Haynes Tuesday afternoon. They basically said sorry, but that was there policy. This was after I talked to several people. It did not matter that the invoice stated it was infested and it would be picked up. The manager said maybe the salesman did not hear you correctly. I told the manager the salesman is the one that talked about the disposal process. I don't know Haynes routine. Well, I decided to go back to Haynes one night this week and prented I was interested in a $1500 mattress. I told the salesman I was buying it because I had a big dog and it had got infested with fleas. At first, he did tell me they could not pick up the old one and I might want to call Avet. He expalin the process of the plastic bag (same process explained before). I told him no because I would need to make sure old one went out the same time as new one coming in. I said thanks, I would just try [redacted]. He stopped me and said "we can pick it up for $49". I said really. He said yes, they would treat it before puting it on the truck (health requirement). I got his card and went directly to the service desk. I pretented to question why I had to pay $49 for pickup. I then told the 2 ladies he said it was for picking up infested mattress. The manager said they would not pick up infested mattress. I told him the salesman just told me they would. He called the saleman over and the two of them actually got into an argument and stepped into office. When salesman came out he denied he had told me anything about picking up infested mattress. The two ladies looked startled because they had just witness the whole conversation. It was not the point of the policy. The point is they were lying to sell mattresses. I paid approximately $700 which include cost of product, delivery and pick-up. How can a company decide they will only honor the part of the contract they choose. All I got was I'm sorry and we will refund your money. I ask what did they think my 90 year old mom and dad were going to do with a mattress on their porch. The right thing to do was send a emply truck to pick up the set as they had agreed, and then have a conversation with their salesman about making false promises to sell product rather than tell me they should not have told me this. This is a big company taking avantage of helpless peopleDesired Settlement: They should have done whatever it took to get mattress set picked up. They could have hired someone and then adressed the salesman for their dishonest practices. This is like paying a contractor to remodel your bathroom and then tell you they will not haul away the old toliet, shower and sink.

Business

Response:

The customer was offered refund for the mattress pickup. Due to the condition of the mattress, and as a furniture company, we can not transport product with bedbugs or fleas at any time for any reason. The delivery drivers did put the infested mattress on the consumer's back deck as a courtesy. The customer has our apologies and a refund for the mattress pckup has abeen initiated.

Review: My Husband and I purchased a King Mattress and King Sized Bed on Sunday August 4, 2013. We returned on Monday August 5, 2013 to change the style of bed that we had purchased and set a delivery date for the mattress and bed on Sunday August 25, 2013. On Sunday Morning August 25, 2013, we received a phone call from the delivery driver stating that our address did not come up in his GPS. This was the first red flag for us as our home was built in 1978 and we have purchased furniture from Haynes in the past and had no issues with the driver finding the home. The driver entered the wrong city and we had to give him directions to lead him to our home. Upon arrival, it was found that the hardware (nuts and bolts) were not put on the track with the rails of the bed. My Husband and I did NOT want to accept the delivery as all items were not present. We were told by customer service (after several attempts to contact them and they also claimed their "systems were down") that if we did not accept the delivery, we would have to pay a re-stocking fee. This made us highly upset because we did not feel we should have to accept something that was not even put together to begin with. We accepted and made a comment on the delivery form that not all items received due to hardware not being present. They confirmed that the delivery of the hardware would take place on Monday 8/26/2013. We received a phone call that evening stating that our window of delivery would be 2:45pm-5:45pm. I experienced a family emergency and had to leave town with my Husband and we made arrangements with his Mother to be present at the time of delivery so that we would not have to cancel. She took off of work to be present. We received a phone call after 2:45pm stating that the new window of time would be 4p-7p. At 6:30 pm, there was no driver present so we called to check in and the woman stated that the driver was running behind and it would be closer to 7pm. At 7:15pm we called in again because his Mother stated that no one had come yet and she said that they were still running behind and that someone would be coming, but she could not confirm that because the driver was not picking up the phone. At approximately 8:15pm, the drivers arrived with the nuts and bolts, but not the rails. We SPECIFICALLY asked the drivers to leave the rails on Sunday because we did not want to run into this issue again. We tried to call to get the issue resolved, but the Haynes Customer Service Dept had closed at 8pm and had no one to speak with. I then personally contacted [redacted], Store Manager of the [redacted] and expressed my extreme dissatisfaction. She was very kind and very patient as I was very upset at the time. Today, 8/29/2013, I discussed with my Husband that perhaps we should just cancel the order in its entirety as we are concerned that with the issues that have already transpired that Saturday's new delivery may not solve our problem. It has left such a bad experience with us that we feel we may no longer want the furniture. I contacted the Customer Service Department to ensure that no re-stocking fee would be charged and the representative informed me that I am outside of my 3-day return window and that I am unable to return the items. I asked him how is this possible when the items aren't even assembled and aren't even able to be utilized at this current time and he stated "well maybe you shouldn't have accepted the delivery". I then contacted the [redacted] Location to speak with [redacted], but the customer service representative who answers the phone for that location informed me that she was out of the store today but would return tomorrow 8/30/13 after 12pm. I told her I wanted to speak with another manager and she said to me "I already told you [redacted] is not here." She was EXTREMELY rude and questioned why I needed to speak with another manager. Why question me? If she was concerned with helping me perhaps she should have re-worded her statement by saying "is there anything I can assist you with?", but she didn't. She then picked up the phone after she put me on hold and asked me "why are you holding again?". After a short waiting period, I spoke with a Sales Manager [redacted] who was also very kind and patient. He stated that I could come to the store personally and cancel my order and there would be no fees involved should my Husband and I decide to make that decision.

It is beyond me why something so elementary as nuts and bolts, and then the next day, not having the rails, is something that was missed. I am extremely dissatisfied and upset that almost every representative I spoke with, with the exception of [redacted] and [redacted], Store Manager, were completely rude and unwilling to help me resolve my issue.Desired Settlement: Despite the customer service department stating we cannot return the merchandise due to the 3-day window, we are requesting the full order to be picked up this Saturday 8/31/2013 with no re-stocking or cancelation fees. We do not want to do business with Haynes any longer for this transaction. We will be visiting the store this afternoon 8/29/2013 to personally cancel the order.

Business

Response:

We apologize for the dellivery difficulties with this consumer's first purchase selection. Another bed selection was satisfactorily dellivered on 8/31/2013.

Review: I purchased a dining room set. I rented a uhaul panel truck and paid someone to come with me to load and unload and when I got there I found I could have picked it up in my suv. It was in a box. They told me I had to put it together. This was the first I had heard that if you do not pay ( I think it was about 139.00 delivery charge) for delivery you must assemble yourself. I may have said that I would pick it up to save some money but my salesperson did not tell me I had to put it together if I did not have it delivered. If they are going to advertise and show a picture of furniture on sale they should tell you that price does not include assembly. These practices are very deceiving and if I had known I had to assemble it I would not have bought it. Also when I went to pick it up the boxes of chairs were in Williamsburg. I have not picked up the chairs as of yet and would like a refund on all as I have not opened the box with the table in it and they have my chairs or they can deliver the chairs and assemble. If the newspaper article had read 799.00 assembly required I would not have even gone there to purchase it. Very deceitful practice. Also when I spoke with the manager he immediately whipped out a customer service number to call as it was clear he did not want to address the issue himself. I called the customer service number and stated the above and she said it would be passed along.Desired Settlement: Refund cost of table and chairs and cost of uhaul and miles (113.00 for uhaul and 20.00 for helper) or deliver chairs and assemble.

Business

Response:

Hello, We are very sorry to hear that Mr. [redacted] wishes to cancel hisorder. Most of the casegoods today, and some of the upholsteryproduct, comes "knocked down" or unassembled. This is done for a couple of reasons, 1) it cuts down on theprice. and 2) a lot of customers pick up merchandise and do nothave a truck, OR, because the merchandise is not assembled, they canopen the packages or boxes while the product is in the back of their vehicleand take the furniture into the home piece by piece, and actually be able tofit the merchandise through doors or upstairs or get it where ever they wantthe furniture to be. If the furniture were already built, it would be difficult to handle, andin many cases, too heavy. We do have some items that do not knockdown or come apart at all, and most of the time our customers will purchasedelivery for that type of product.Many of our customers will ask how the furniture comes packaged or if it isassembled so they know what they need when they go to customer pick up, andthey can figure out if the product will fit.In the terms & conditions portion of the ticket, we do have asection that pertains to customer pickup, and it states:MOST ITEMS WILL BE PROVIDED TO YOU IN THE FACTORY CARTON AND REQUIREASSEMBLY. SHOULD ASSEMBLY BE REQUIRED YOU WILL BE RESPONSIBLE FORASSEMBLING THE PRODUCT.I will attach a copy of the terms and conditions to this file as well as one part of the ticket.I will have a [redacted] or [redacted] contact Mr. [redacted] to find out if he wouldlike to purchase delivery for the chairs, which would include assembly orif he prefers, he may schedule a day to go to customer pick up to getthem. If he would like to cancel the chair portion of theticket that has not yet been picked up, he may do that. The table may not be return, as Mr. [redacted] has had that product since 5/14/15. Our return policy is also located in the terms and conditions.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.

They used the words most under their terms and conditions and the word most when saying most people inquire. That does not state customer must assemble and would it not have been appropriate for my sales person to instruct me that you must pay an additional 139.00 for us to assemble this item or you will have to pick up and assemble yourself. The newspaper article did not say assembly required, the purchase probably took an hour from the selection to the time to get my debit card information etc. Would it not have been appropriate during that hour for someone to inquire if I wanted it delivered and assembled for an additional 139.00 or maybe someone to say, Mr. [redacted] are you aware that if you pick these items up you will have to assemble them yourself. No, they were afraid that they would lose the sale, and they are correct. I would not have made the purchase had someone made me aware of the conditions. They relied on making the sale first and after getting paid I would then realize that I had to pay an additional 139.00. I spent 113.00 on a truck, gas, and miles and 20.00 on a man to help me load and unload what I thought was an assembled dining set. I have spent a lot of money at that store and just a few months prior about 3,000.00 on a sofa, chair and tables and did not have to assemble them. I can see putting a grill together or a filing cabinet but a dining room set? I doubt if I assemble them I will find anyone that will sit on them, and I feel by being misled and renting the truck etc. I have paid for delivery and assembly.

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

Review: I received an advertisement from Haynes Furniture on my iPhone. It read that they were giving me the opportunity to preview an upcoming sale where everything STOREWIDE is 50% OFF! When I got to the store the sales manager said that that the ad did not mean everything in the store--that only 1 item per section is 50% off. I asked to see exactly which items are 50% off and he could not show me anything. I read and showed him the ad where it clearly states 50% off STOREWIDE with no disclaimers or qualifiers. He said that "yeah, corporate wanted us to run the ad to get people in here." I asked if other people have complained about the false advertising and he said "yeah, some other people have been upset today." I witnessed another man showing the sales manager the same ad I received. He was equally dismayed when the manager told him that that sale does not mean "storewide" when it clearly says that. A sales rep told me that she objected to the language in their sales meeting because she thought it was misleading, but was overruled by her boss. I accused the sales manager of Bait-and-Switching and told him that that is an illegal practice. He scoffed at me. The store ran false advertising just to get people in the store. I'm so angry that they wasted my time and energy with the unproductive 1-hour long argument I had with the store manager to try and get him to honor the terms of the ad they sent to me and lots of other people.Desired Settlement: I would like for Haynes Furniture to be formally investigated by the Revdex.com for false advertising. I would like for the Revdex.com to warn Haynes Furniture on potential liabilities for their illegal bait-and-switch advertising and demand that all further advertisements are honest and factual.

It may be too much, but I would like for Haynes Furniture to be forced to honor the 50% Off STOREWIDE ad for everyone who received it.

I would be happy to send you the ad so you can read it for yourself if you can provide an email address.

Business

Response:

The 50% off was on specific items located and displayed throughout our store. When we advertise percentages off, usually this is referring to the discount off of the compare to price at other stores, rather than our regular price. In order to resolve any confusion, 1.) We have a price guarantee (30 days) if her previous purchased item was discounted further since she made her purchase; 2.) The promotion here was intending to show our discounts off other stores’ prices, and the reductions were not on every item in the store; but were for items displayed throughout the showroom. 3.) We included giveaways and other prizes as shown below as long as the purchase met the minimum requirements; 4.) Our promotions are meant to be timely and not apply towards previous purchases, but we will reasonably accommodate our customers with our price guarantee. 5) Our advertisements also say SEE STORE FOR DETAILS. thank you.

Review: On 10 May, 2014 we had a King size bed delivered to our home. The bed needed to be placed upstairs in a second floor bedroom. The Haynes delivery personnel brought all the disassembled parts but the head board up stairs. They then complained that the head board would not fit upstairs and they couldn't provide the service of bringing it up there. I had noticed that all they had to do was to unscrew the headboard legs. I pointed this out and they said they were unauthorized to do that...even though they disassembled all the rest of the pieces. I called their supervisor [a lady named [redacted]] and she tried to say that it was not authorized and they couldn't do it. After pointing out to her that it would probably only take them less than 1 minute to do take the two legs off the headboard she just opted to offer our delivery charge back. I accepted. My wife and I disassembled the legs in less than one minute and noticed that the headboard was extremely heavy...aprox. 200 pounds at least! We struggled managing the weight of the headboard but it fit up the stairs without ANY obstruction! We believe they just didn't want to bring the part upstairs because they didn't want to deal with the weight [two strong men], yet my wife and I managed it. On the 16th of May we noticed that we had not received the promised refund of the delivery charge. I called and spoke to a lady named[redacted] and she tracked down [redacted] who told her the paperwork to process the refund would be sent that day...a full week later. Now its the 27th of May...no refund. I called and spoke to a man named "[redacted]", who said he looked into the issue and said it should take no longer than 14 days and we should have it any day. It is now the 29th of May and no refund has been sent as promised by at least three Haynes employees.Desired Settlement: We want the refund of our delivery charges as promised! They can send a check or credit our account and do it sooner rather than later.

Business

Response:

Re:[redacted] and [redacted],

In regard to this concern, the refund check will be issued on Wednesday, 6/4 and mailed to the consumer.

The amount of the refund issued will be $[redacted].

We thank you for your assistance in this matter.

Regards,

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,

I purchased a mattress from Haynes on West Broad in Richmond, Va in August 2015. Three days after purchase file a complaint in store about the mattress sinking, after having many calls unanswered finally had someone come out to measure sinkhole in mattress. Denied because sinkhole wasn't deep enough yet I'm still sinking at night. Until I been started to sleeping on my sofa for two months because of sleeping on my sofa I also have purchase a new one cushions wont stay on it a more. Trying to speak with management because will not receive or return my calls, emails not replied to. Contact [redacted] news to investigate but wasnt responsed to.
I brought this mattress in cash in good faith and it has been a nightmare trying
to get satisfaction. It feels like we have your money you deal with it. I know with the mattress I can go small claims court.

Review: I purchased furniture from Haynes Furniture store in Glen Allen VA. I was told that I would have the furniture in 2 weeks. I paid over 2,000 cash and I was given a delivery date for 3 weeks later. Please keep in mind the money was drafted from my account on May 6th. I was told that the other 2 pieces of my furniture was on back order right before delivery and it would be another 3 weeks. I decided that I would wait, big mistake. The delivery was a nightmare both times. When the rest of my furniture was delivered it was damaged and I was given a date approx. a week out for a repair man. The day the repair man was to come I received a call saying he would not be here because something came up. I then waited another week and 1/2 for him to come and repair my furniture. The problem is he was not able to do all repairs and he told me I would get a call within 48 to 72 hours that would have been no later than July 1st. You guessed it I never received a call. It gets better after 10 calls on different days on my behalf and an email to the company ,I have not been able to talk to a manager in customer care and they do not provide name or numbers to escalate. I was told my one representative that he went above and beyond and out of his way to look up the information on my account to give me an update, sorry I though that was the job that they were hired to do. Today after I was promised that a [redacted] would call, I did receive a call from a supervisor at 9:27 pm saying she was calling to follow up her managers call, well she never called. I was then told that my furniture would not replaced and they were probably looking at least 10 more days for a repair piece to even come in. If the piece did not make it by then they may replace my sofa. This is the worst customer service I have ever had. I would really like money back or new sofa this week. I have waited over 10 weeks since money was taken from my acct.Desired Settlement: I would like my money back at this point. I have names and dates of all the frustration I have gone through. They can pick up the defective furniture. This is not only a repair issue but also customer service. All complaints have been by phone but 1 which I sent on 06/10/2013

Business

Response:

The customer has been contacted and a replacement sofa has been scheduled for delivery on Saturday, 7/20 .

Review: I saw an ad for quality leather furniture at Haynes, we went in, the sales person ([redacted]) told me the set I found was QUALITY LEATHER furniture. After I thought about it, I decided to purchase it, which we did, in about a month I realized my hand was wiping the color off the leather furniture.I called, because I had 5 YEARS WARRENTY. They came out and fixed the little spot. I did not realize that after a couple months the color would really be coming off. And we are two elderly people, hardly any company. My husbands chair is the worst. With his rough hands and feet, the color of the Quality leather is coming of really bad. The furniture was purchased August 14, 2014, I've called several time to the store and the insurance company, the store tells me it's not their responsible, it's. Insurance company's problem. The insurance company tells me it normal wear and tear. Quality Leather, the color does not wear off as quickly as this does. I will never buy furniture from Haynes again, so I want others to know the company is not a realiable company. Don't waste your money here. No one will take responsible for the fabric on the quality NOT leather furniture....Thank you, Please get the word out...one more thing, today I ask for the manufacture name and phone number, they finally came up with the manufacture, but did not have a phone number...Desired Settlement: I would love for them to come get this furniture and just exchange it for quality leather like they told me. I don't know how they sleep at night, it is NOT QUALITY...

Business

Response:

We are sorry to hear that Mrs. [redacted] feels we did not address her complaint. I have pulled the file, and have included photos. report from the file:8/19/14- Merchandise delivered with no issues. Four months later, it is recorded on 12/18/14, Mrs. [redacted] called in to advise that she scratched and tore a spot in the top of the recliner with her ring and she is disappointed in the quality of the leather. This type of damage is customer caused, and not a vendor defect. A claim was also filed with Uniters, but was denied. As a courtesy... we paid for a leather technician to restore the damages caused by Mrs. Morand. On 1/31/15 a follow up call was made to Mrs. [redacted] to confirm the work was done, and Mrs said she was happy with the work. The service order was closed. Nine months later it is recorded on 9/15/15 Mrs. [redacted] called and said her ring scratched off the color again and claimed that this can not be 100% leather. The rep explained to Mrs. that even 100% leather can be scratched, and can be cut, depending on what was used to do the damage. Scratches on leather are not a defect. We can not send out another technician. thank you

Consumer

Response:

Thank you so much,

Review: Good afternoo,

I came into the store on Wednesday November 24, 2015 anticipating to purchase two Oversized Hand-Tufted Recliner chairs. Your ad states $1,000 retail, on sale for $399 and on Wednesday, an extra $200 off. I was advised by Regina M[redacted] as well as the Manager of the store that the $200 extra off was already included in the price of $399; however this is not what the ad states. For example, there is another chair (NFL Rocker Recliner) that is being advertised as $900 and on sale for $399 but it does not reference an extra $200 off so I can understand how that price stands at $399. I was advised by the two individuals mentioned above that I would have to contact customer service to file a complaint. I called on the same day but it was closed. I spoke with [redacted] on Monday November 30, 2015 who transferred me back to the store. I spoke with the Manager, Milton W[redacted] who advised me to go back to customer service; he also toke down my name and number so that the Director of the store could contact me.

At this point I am very frustrated and disappointed at how Haynes is treating me. I emailed them on December 3, 2015 expressing my frustration and as of today I have not heard back from anyone.Desired Settlement: I would like for Haynes to contact me back and honor what their ad states (which I still have).

Business

Response:

I have [redacted] a copy of the private mailer, as well as the additional insert and envelope. All of the prices shown on the ad are the prices that the merchandise was tagged to sell ON WEDNESDAY only, and each piece that had been marked down additionally- only for Wednesday, were flagged on the ad. On Friday the additional discounts would not apply.The tufted chair that retails for $1000.00, was marked down an additional $200.00 making the price $399.00 for WEDNESDAY ONLY. On Friday the chair was on sale for $599.00.The NFL chair was $399.00 on both Weds and Friday. There was also an additional insert with the ad, with a $100.00 coupon attached, and that insert describes how to get the free gifts, use the additional $100.00 coupon, and also says SEE STORE FOR DETAILS.If you have any other questions, please let me know.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 ad is still misleading. The top of the ad states One day. Better than Black Friday. Wednesday, November 25th. Thanksgiving for Preferred Customers. The chair states $399 with a retail of $1,000; Wednesday an extra $200 off. It still provides the assumption that the chair has an additional $200 off of the $399.

Regards,

Business

Response:

Revdex.com spoke with the business regarding this advertisement. She stated that since some ads can be confusing they always add see store for details in case the customer has any questions or concerns with the wording the ad. In this case since the $100 coupon came with this mailer and it does have this disclaimer the business will not be providing any additional refund to the customer.

Review: I purchased a mattress from this company and asked specific questions about how it will hold up under use. I was reassured that it would not sag or have indentations from where you lay, but after using it for only a month, it has indentations and sags. When I called this business, I was told that I would have to pay a fee, and then I could exchange it for a different product. Then I received my bank statement and was charged almost $300 more than the invoice that I received. When I called, I was told that I had not been given all of the invoice, although the one I was given had a correct total and card information.Desired Settlement: At this point I would like to just return the mattress and get a refund. This way I do not have to deal with them again.

Business

Response:

The [redacted] will be contacting the customer regarding any concern the customer may have regarding any additional or questionable charges. Our cusromer service account manager has already contacted the customer but left a message for the customer to call her to discuss any concerns with the mattress purchase and to answer any questions regarding the vendor warranty.

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 resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was contacted by a customer service rep for Haynes Furniture. She stated that everything that I had been told by everyone else was wrongs. She stated that this mattress, and every mattress would sag and leave depressions. This is against all that is covered in the manufacture's warranty. The name of this customer rep is [redacted]. She did not know who the manufacture of this mattress is. She was not willing and did not discuss the dispute on the billing. They are leaving up to me to fill out the forms and take and submit pictures. They have not offered to discuss any resolve. The store manager has not been in contact with me, it was this customer service rep that had try to contact me last week.
Regards,

Business

Response:

Dear [redacted]:
The store manager did contact the customer to review his purchase invoice for pricing accuracy. The customer did agree with the pricing. Our [redacted] also contacted the customer to discuss his mattress warranty. The vendor offers a comfort warranty which is not available by all bedding vendors. If a customer requests a replacement for another style mattress due to comfort, there is a $300 charge for this. [redacted] has concerns with sagging. The [redacted] has discussed with [redacted] to provide pictures and submit a completed form for review by the bedding representative at no charge.

Review: To begin with, I have been dealing with Haynes Customer Service since December 28, 2012 so you will understand my frustration at this point. We purchased furniture December of 2011 and it was originally delivered on December 29th which at that time the start of problems began. They were suppose to deliver 2 reclining sofas and 2 recliners (leather). When they delivered it, one of the sofas were damaged and they never took it off the truck and we were told that we would get another one. Then we were told they had sold out and the manufacturer had discontinued them. In the meantime, we noticed that the other sofa was also damaged. After several months of "waiting", they were going to replace all the furniture with another set but when we went to look at it, we did not like it. Amazing enough, they found another one of our original sofas in the warehouse (amazing). We decided to be refunded for one sofa and have just the 2 recliners and 1 sofa(which was delivered in April 2013). My husband works out of town so we are not home all the time to use the furniture (maybe 90-120 days a year) At Christmas when we were home, we noticed discoloration to our leather on all the pieces that we have. We went back to the store and was given a customer service number to report it which we did on Dec. 28th. Since that time I have been fighting with Customer Service and the manufacturer to resolve the issue which as of today has not been taken care of. Today I talked to the manufacturer and they said they would replace the parts which isn't acceptable to us because it is the leather that is discolored and how would that solve the problem. They say they will only replace parts and that is all. I cannot get the salesman to call me back when I call him and I am now at the end of my rope of what to do to get this matter resolved. We also purchased additional warranty with the furniture and now we wonder why we did that. I think that 4 months of fighting this issue is too much. PLEASE HELP!Desired Settlement: I would like my furniture replaced or a total refund!

Business

Response:

The consumer has a one year vendor warranty on their furniture purchase. We have been communicating with the vendor the circumstances of the consumer complaint. The vendor representative does not see the condition of the furniture as vendor responsbility. However, as a courtesy to the consumer, we have offered a reselection of the three affected pieces.

We have also extended the time frame to select replacement merchandise to July 7.

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: [email protected].

Review: On 5/28/2010 I purchased a recliner for $341.20. I was supposed to pick it up and had to be hospitalized sometime in June. When I was able to pick the chair up in July I was told it it had been sold. They were supposed to issue a credit to my charge card. On August 9, 2010 I received a statement from them showing they had credited my charge card with the $341.20 I initially paid, however, after getting my statement it was not shown on my charge statement. I called them and wrote them for many months thereafter but they never answered my phone calls or written me back. I have written the CEO several times via fax and also via hard copy and still I have heard nothing. This is going on 3 years and I have attempted several times per year to get my money back. I sent them copies on my statements showing the amount was not credited. I want my money back and I have tried in vain to get someone down there to talk to me or either respond to me via fax or written mail. However, they continue to ignore my request.Desired Settlement: I want my money back plus interest at the rate of whatever is the highest amount allowed in Virginia. This has been going on too long and their customer service leaves a lot to be desired!

Business

Response:

From: [redacted]

Sent: Thursday, July 03, 2014 11:55 AM

To: [redacted]

Cc: [redacted]

Subject: Richmond Revdex.com complaint #[redacted]

Hello,

I have reviewed the report and found this customer’s

account, under the account number [redacted] provided in the report:

[redacted], however, I do not find any ticket number

[redacted], or any ticket from four years ago-2010.

Please see below the customer’s account we have on

file. The sku [redacted] stated as a recliner is not for a

recliner, it is for a warranty. I do show a recliner purchase on

the same ticket[redacted]. This is a purchase from

2001. I do not show the purchase referred to in the report

from four years ago. See the [redacted] file of this account.

I tried to reach [redacted] July 3, at the number provided

in the report and left a message asking her to call me as I need more

information to get her assistance from the store. (We do no process

refunds in the Customer Service Dept.).

Thank you,

Customer Service Director

Haynes Furniture Co., Inc. & The

Dump

[redacted] office

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 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.]

Review: On January 4 2014 I went to the store location to purchase furniture for my son bedroom. I am almost 9m pregnant now. I bought the furniture and was told not to worry it would be in on January 7 2014. I explained to them that it was very important because I need to get my baby room ready and cant do that till I can switch out my sons furniture. January 7 rolls around never heard from anyone. Finally a few days later I had to call and was told it didn't come in. I was fine with that. I understand things happen. So then I was promised it would be in on February 1 2014. Once again that time comes and nobody contacts me to let me know if it had arrived. So I then call and was told it did not arrive again. Getting a little mad at this. So then I was told it would be here January 13 2014. Well that day comes and nobody contacts me again. I give it to the afternoon and start calling. I called and asked to speak with a manager. She of course couldn't come to the phone. Asked for a return phone call later that day. Three hours went by so I call again. That time I was told she was out for lunch and to sum it up was too busy to call me back. So the next I call again. Frist call [redacted] couldn't be bothered again. Waited four hours and called again and was once again told that she didn't have time to talk to me. So the next day I had to go up to the store to talk to the [redacted]. There I was told that the furniture would be in on February 17 2014. So I called on that day and was told it had come in that they would contact me for a delivery. On February 20 2014 I got a call for the delivery time. A few hours later I got a call from Haynes and was told it had not come in. Once again had to drive up to the store to talk to a [redacted]. They have no idea now when my furniture will be in and have no idea what happened. They were very disrespectful and seemed to me they just don't have time to deal with problems. I am weeks away from having my baby and still don't have my furniture.Desired Settlement: I need answers. I think for the stress and the inconvenient I have put through the furniture needs to be heavily discounted. They did take $250 off but that doesn't cut it with the way I have been treated and the problems it has caused. We had planned on doing more business with them in the future but at this rate they have lost a customer.

Business

Response:

Unfortunately, our customer did experience vendor delays in shipping stock for their furniture purchase. The customer was given free delivery as a courtesy compensation. On the scheduled day for delivery on 2/21, one item was still not available. The customer cancelled the same day to cancel their entire order.

Review: My wife purchased some furniture last night and when she applied for credit she only received 12 months interest. (Haynes was advertised at 48 month no interest program). She was informed by your sales person that she only received approval for 12 months because she has only been employed for less than 2 years. They informed her that if I applied online I would get the 4 year 0% since I have been employed for about over 15 years at the same location.

I applied and was approved. I gave my wife the cr and she provided that information to the Sales Rep. They said to simply come by the Hayes location that night and show my ID so that it could be switched to my name so that we could get 3 years interest free. (I was fine with 3 years, I assumed my credit score may have been the reason for 3 years instead of 4 as my score was only about 745)

I went to the store and there I was informed that I would only get 12 months...... same offer my wife received.

I never would have applied had I know it would be the same deal. MOREOVER, I never would driven there to show them my ID.

They left it under my wife's information. At this point, since I applied under false pretense and misinformation I would like for Hard Credit hit removed so that the account created shows as never existed.

Please let me know once this is complete so that I can review my credit report to ensure everything is proper.Desired Settlement: I would like for Haynes to remove the Hard hit on my credit so the account / application never existed.

Business

Response:

Hello, We are very sorry to hear that Mr. & Mrs. [redacted] are disappointed.Our sales staff are not given any customer's credit application information as far as why something was approved or not, so if they shared an assumption with the customer, it was only that, an assumption. As far as referring Mr. [redacted] to applying on line, no

one can quote what someone qualifies for. All applications go to our finance underwriters.On the request to remove the inquiry, our underwriters can request a mask of the

inquiry which will remove the hard inquiry from other creditors view. However,

they cannot request the mask without having the exact name, address, and SS# of the

applicant. They also cannot assume that the information they have on file under the name on this complaint, is this Mr. [redacted], just by using his name. One of the finance managers has left two messages for Mr. [redacted]. We will need to verify

this personal and private information with the customer. Also, our finance managers will not be able to discuss his wife’s credit offer with

him. They will however, discuss his information in his credit file, if he

returns their call.Please ask him to call our toll free number [redacted] Please ask for [redacted] or [redacted].Thank you

Review: I bought a sectional sofa with a queen bed on 12/6/15 and received delivery on 12/11/15. The sofa dimensions are not accurate as mentioned thus it does not fit well in my living space. I called up customer service couple of hours from delivery and got no response, and kept getting disconnected. When I tried later I was told it is over 24 hrs and thus they cannot accept a exchange or return. I offered to pay the restocking fee which I was told is the process for return or exchange.

I'm trying to be accommodating by offering to exchange & pay restocking fee instead of just asking for refund however, customer service is refusing to process the exchange. The store will not proceed with exchange until customer service authorize.

The 24 hrs policy for exchange/refund is completely unrealistic and I called within 24 hrs and when call did not go thru the first time called again within 48 hrs and as well visited the local store.Desired Settlement: As stated above I'm open to exchange or refund. However, customer service & store is not cooperating.

Business

Response:

Mr. [redacted] order was delivered to him, and he had the option at the time of delivery to refuse the merchandise. We show that the merchandise DID fit into the room. We also show that Mr. Chopra called in 2 days after delivery and talked with [redacted] did inform Mr. [redacted] that we would be unable to take the merchandise back. No mention of calling on the day of delivery during that call.Mr. [redacted] called in again on 12/14 and talked with [redacted], and he asked again for us to take the merchandise back because it was too oversized for the room. He told Jessica that the store told him about a restocking fee and he was fine with that, but that the store manager said he had to go through customer service for the exchange. We did not approve his request to reselect. Mr. [redacted] did not refuse the merchandise on delivery, nor did he call us with 24 hours. We do use computer software that logs all calls in and out of the department. We have no calls from Mr. [redacted] until his call of 12/13.I have [redacted] the signed copy of the terms and conditions as well as the ticket. The return is not approved.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,

I would like to respond to the complained I filed with Revdex.com. The Haynes furniture did give me the option to reselect after I filed this complaint. We were able to get a different sofa & love seat instead of sectional. They did gave me the option of discounted restocking fee however, there was no price adjustment. I had to buy furniture (+ other stuff to make up the price difference) for the same amount.