They finally arrived (However I received no phone call when they were on their way like I was told would happen) and assembled everything and they had a few bed parts that were for a king bed when we ordered a queen, meaning we have nowhere to put our mattress. After 30+ minutes on the phone, getting passed around to different departments, we were told that it would be 2-4 weeks before we would get the correct parts. So I guess we will be sleeping in our spare bedroom for the next 2-4 weeks...
I purchased a bedroom set and two couch cushions from the Newport News store on 25 September 2017. I was told all of the items would be ready for pickup on 1 November 2017 since one nightstand and the Murrow were on back order and the cushions were a custom order. I went to the warehouse on 4 November 2017 and was informed that they did not have the nightstands or the cushions. I was told all items are first come first serve. They then told me there was a shipment on Thursday, 9 November 2017, so my items should be in then. I went back on 10 November 2017 to discover they only had one nightstand. I was also told that they showed the shipment arriving with my couch cushions, but they do not know where the cushions are, because they are not showing in their system. I called the Haynes Store in Newport News on 14 November 2017 and spoke with Scott, my salesman, and Stephanie, the manager. Stephanie informed me that the first come first serve statement was a complete lie. Her and Scott both then guaranteed me that would look into where the nightstand and my couch cushions were and would call me back that night. It is now 26 November 2017, nearly 2 weeks after I spoke with Stephanie and have not heard anything back. So, tonight I called the store and asked to speak with Stephanie. Maurice put me on hold to get her. Twenty (20) minutes later I was still on hold, so I hung up and called back. Maurice answered the phone again and said Stephanie was not there tonight. When I asked why he did not pick up the phone and tell me that, he stated that he could not find what line I was on and claimed the line must have dropped (which is a lie since I was listening to the ring back music the entire time). As I type this I have been on hold for an additional 30 minutes waiting for the sales manager that is working tonight to answer the line, since she is supposedly “busy with another customer”which I do not believe since Maurice has already lied to me twice. It should not be this hard to order and receive furniture that I have paid over $3000 for.
You guys always do a great job. The gentlemen I worked with named Jonathan and Ms Joyce are terrific people. Your delivery is always spot on. All issues are always handled promptly (such as when it rained and I couldn't pick up my mattress and your team responded by fixing it with prompt delivery the next day just because). There is literally no reason to buy furniture anywhere else.
Update: At the 40 minute mark of being on hold, I receive an incoming call from the Haynes store and it's Stephanie, the one that supposedly wasn't working tonight. She claims Scott was supposed to call me. My couch cushions won't be in now until 15 Dec. But what happened to my other ones that the warehouse says were already delivered?! Stephanie couldn't tell me. And then she just says good bye. No apologizes, no offer of compensation, just "good bye". This is definitely the worst customer service I have ever dealt with in my entire life.
Our experience with our sales person "Bob Linkous" was the best!!! We felt as though me and my wife were with family. Believe you me his no pressure sales tact and politeness sold us totally on buying a bed from you. We probably could of gotten the bed in another place for cheaper but Bob showing courtesy of not pressuring us as customers, made us a customers. He should be training sales people in how to treat customers and I believe if his template is used your parking lot will stay full!!!
If you can have a worse furniture buying experience, I can't imagine how.
When I called to schedule, they said most parts were not in stock. Every time I called I got a different answer on what had arrived. I left 3 messages with our salesmen (apparently no one working at Haynes can check for an ETA except the sales staff???) and he never called back. My in-laws, who live close to the store had to stop by to get anything done. After a month+ of delays we were offered free delivery, but then they were three days late on scheduling the delivery day so we had to reschedule.
Our 2 sales associates were great. We bought a mattress and box spring from one and outfitted a living room from another. We met one on a recommendation and he didn't let us down. Very knowledgeable and attentive. Even carried a coffee table around the store with me to the sectional set we were buying to make sure it fit together. Great experience overall.
We did get a good July 4th deal on a bedroom set, so we could pay in full up front. We were told that everything was in stock except our headboard when we purchased. We weren't moving until the end of July, so we waited to schedule a pickup until then.
Pay attention to the reviews and just go elsewhere. I doubt any sale is worth the hassle of this place.
Haynes Furniture is a US Furniture Store based in Newport News, Virginia. Haynes Furniture is located at 12620 Jefferson Ave, Newport News, VA 23602, USA.
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