Havertys Customer Care: A Practical, Expert Guide

Haverty Furniture Companies, Inc. is a long-standing U.S. home furnishings retailer founded in 1885 and publicly traded on the NYSE under ticker HVT. As of recent years, the company operates more than 100 showrooms across the South and Midwest, supported by regional distribution centers and an in-house delivery network focused on full-service, in-home setup. The brand’s customer care model blends store-level ownership with centralized support resources on havertys.com.

This guide explains how to reach the right team quickly, what information to have ready, what to expect with delivery and service, and how to resolve issues efficiently. Because furniture orders can include stock, custom, and third-party items, exact processes vary by product type and location. For the most current information, start on the company’s website: https://www.havertys.com.

How to Contact Havertys Customer Care

Your fastest route for order-specific help is usually the local showroom that sold the order. The store team can see your invoice details, delivery routing, and warehouse status, and can directly coordinate technician visits or exchanges. To find the store’s phone number and hours, use the Store Locator at https://www.havertys.com/stores and search by ZIP code or city.

For general questions, post-delivery concerns, or if you can’t reach the store, use the Help/Customer Service links on havertys.com. You can typically submit a service request with your order number, delivery ZIP code, and photos. Keep your confirmation email or invoice handy; it includes your order number and the names of the items on your order. If you financed your purchase, note the last four digits of the account used and the date of purchase to speed up verification.

What to Prepare Before You Call or Submit a Ticket

• Order number and the full name, phone, and email used at purchase; delivery ZIP code.
• Time-sensitive details (e.g., “delivery is tomorrow, need to reschedule”) and acceptable alternate dates/times.
• Clear photos or short videos of any issue (full item, close-up, and a photo of any labels/serial tags).
• Access notes for your home (elevator use, stair count, narrow hallways, gate codes, parking rules).
• If applicable, product dimensions you measured and doorway/turning radius measurements to confirm fit.

Delivery, Scheduling, and Day-of-Service Expectations

Havertys typically provides scheduled, in-home delivery with placement in room of choice and assembly for qualifying items. If your items are in stock at a local distribution point, delivery can often be set within a short window; custom or special-order items take longer due to vendor production and freight—plan for lead times in weeks rather than days. Exact timelines depend on vendor, fabric/leather selection, and logistics volume in your market.

Expect a delivery date confirmation, followed by a narrower time window as the date approaches. On the day of delivery, ensure walkways are clear, pets are secured, and the space is ready. Many trucks can remove packaging debris upon request. If you live in a building that requires a Certificate of Insurance (COI) for deliveries, contact customer care or your store several days in advance to arrange this documentation with your property management office.

Returns, Exchanges, and Cancellations

Policy details vary by state and product type. Stock merchandise is generally easier to exchange or return than custom/special orders; made-to-order pieces often become non-cancellable after a short review period because production begins quickly. Always inspect items at delivery and note any visible damage on the delivery paperwork to streamline resolution.

If you need to cancel or change your order, contact your store or customer care as soon as possible—ideally before items are routed to a delivery truck or, for custom items, before the vendor starts production. When requesting a return or exchange after delivery, be prepared for a pickup appointment and to discuss any transportation or restocking fees that may apply to non-defective merchandise under local policy. Mattresses, adjustable bases, and bedding follow distinct hygiene and law-tag rules; ask for the mattress/adjustable base policy specific to your market and model.

Warranty Coverage and Protection Plans

Most furniture carries a manufacturer’s warranty that covers defects in materials and workmanship for a defined period (commonly one year for many categories, though specifics vary). Mechanisms (e.g., recliners), finishes, and leather/fabric components may have different coverage rules. Keep your invoice—it lists the model names and can help the care team pull the right warranty document.

Optional protection plans are often available at purchase for accidental damage (stains, rips, punctures) and certain operational issues beyond the manufacturer warranty window. Coverage terms are plan-specific and administered by third-party providers; claim windows and what constitutes a covered “accident” are defined in your plan certificate. If you purchased protection, file claims as soon as the issue occurs and follow the photo/notice requirements detailed in your plan documents.

Service Visits, Parts, and Repairs

For serviceable issues, customer care may schedule an in-home technician to diagnose and, if possible, correct the problem on the spot. If parts are required, lead times depend on the vendor and the part (mechanisms and hardware are often quicker than custom-upholstery components). You’ll be contacted to schedule a follow-up once parts arrive.

If repair isn’t feasible, the next steps could include a part replacement, full item replacement, or a reselection credit, depending on the product, age of the issue, and warranty/protection plan terms. Keep all packing materials and tags until you’re certain you won’t need a return or service; serial/production tags greatly improve turnaround times for parts ordering.

Escalation and Resolution Timelines

If you feel your case is stalled, escalate methodically: first, speak with your store’s customer service lead or manager with your ticket number and an updated summary. If needed, request involvement from the market/district leadership. Document each touchpoint with dates and names, and keep all emails and photos in one thread.

For credit card purchases, your card issuer may offer protections under billing error or merchandise-not-as-described rules; consider this only after giving the retailer a reasonable opportunity to resolve the issue. Havertys is an Atlanta-based company with a long operating history and typically resolves straightforward cases quickly once all documentation is provided. Clear photos and concise, time-stamped notes are the biggest accelerators of resolution.

When to Escalate (and How to Keep Things Moving)

• Time-sensitive conflicts: delivery within 48 hours and you need to reschedule—call the store immediately, then confirm in writing via the website contact form.
• Repeated no-shows or missed windows: ask for routing verification and a written re-delivery plan; confirm your contact number(s) on file.
• Part backorders beyond the estimated window: request an updated ETA, alternative part options, or a reselection path if applicable under your warranty/plan.
• Policy clarifications: request the written policy excerpt (returns, fees, mattress rules) for your state and product type to avoid misunderstandings.

Payments, Financing, and Fees to Watch

Havertys commonly offers promotional financing events; details vary by promotion and approval. For precise terms (APR, deferred interest rules, minimum purchase thresholds), review the Financing section on https://www.havertys.com or your checkout disclosures. Keep copies of your financing agreement and note the first statement date to avoid interest surprises.

Delivery and service fees vary by market and order size, and may differ for remote or high-rise deliveries requiring additional labor or a COI. Ask for a written breakdown before checkout: delivery charge, haul-away (if offered), assembly fees for certain categories, and any restocking or pickup fee that could apply if you change your mind after delivery. Transparent, line-item estimates eliminate disputes later.

Accessibility, Building Requirements, and Special Circumstances

If you have accessibility needs, inform customer care ahead of time; many delivery teams can accommodate elevator-only access, limited mobility considerations, or specific time windows required by HOAs or building management. For condominium or co-op buildings, provide COI requirements at least 72 hours in advance so the routing team can prepare documents.

For relocations or delayed move-ins, you can often request a later delivery date to align with your schedule; confirm how long items can be held and whether a storage fee applies. If you’re matching prior purchases for color or finish, bring the original model name or a photo to minimize variation—finishes can change by vendor lot and year.

Where to Start

Use the Store Locator to get your local showroom’s phone and hours: https://www.havertys.com/stores. For online service requests, start at https://www.havertys.com and navigate to Help/Customer Service. Keep your order number, delivery ZIP, and photos ready; with clear documentation, most customer care cases can be triaged and resolved efficiently.