Complaint Review: Haynes Furniture Company

We made a purchase of approximately $2,300 February 2008 from Haynes Furniture Store (West Broad St) in Richmond, VA with a scheduled delivery date of March 15, 2008.

We would like to bring to your immediate attention the following discrepancies that turned a good shopping experience at Haynes Furniture into a total nightmare:

*The scheduled delivery time was 2 PM 5 PM on March 15; however, at 5 PM we had not seen or heard from Haynes. We placed a call into the Williamsburg Warehouse (757-947-0200) and were informed that the deliverymen were running behind schedule due to an early morning traffic delay. A few minutes later, we received a call from one of the deliverymen asking for directions. We gave them the directions and informed them that it would take them at least one hour to get to our house from their current location. The deliverymen arrived at 6:30 PM!

*After carefully inspecting our new furniture, we realized that they had brought the wrong chairs for our new dining room set. The sales associate wrote down the incorrect item number on the sales ticket. The next delivery date was April 19, 2008 for us to swap out the chairs.

*The scheduled delivery time was 4 PM 7 PM on April 19. At 12:32 PM on April 19, we received a call from Val (757-947-0200) changing the delivery time to 5 PM 8 PM because the deliverymen were again running hours behind because of a major morning traffic delay. At 5:41 PM, Val (757-417-5015) called again to inform us that it may be as late as 9 PM before the deliverymen reach our residence. At 8:56 PM, we received another call from Val (757-417-5015) informing us that the deliverymen had stopped in Dumfries, VA to get a room for the night, and they would resume delivering on Sunday morning starting around 10 AM. Val also informed me that they had a delivery in Dumfries, VA; Stafford, VA; and Fredericksburg, VA before reaching our residence in King George, VA on Sunday.

*Come 3 PM on Sunday, April 20, we had not seen or heard from Haynes. We placed a call into the Williamsburg Warehouse (757-947-0200) and spoke with Susan Clark at 3:20 PM. Susan Clark called us back at 4:25 PM and informed us that she had spoken with Randy Tucker, the supervisor of the drivers. Per Susan, Randy informed her that the deliverymen were still making deliveries and someone would call us.

*At 6:05 PM, one of the drivers called asking for directions. We gave them the directions and informed them that it would take them at least one hour to get to our house from their current location. At 7:10 PM, we called the incoming number back to the driver to find out their current location, and was informed that they were sitting in traffic and had no idea of what exit on Interstate 95 they were at.

*At 7:15 PM, we called the driver back and told him that they could go home and don't bother stopping at our residence because were not going to wait any longer for them to arrive as we had already waited 27 plus hours for the delivery our furniture!

*On Monday, April 21 at 10:48 AM, we received a call from Val asking what time did we finally get our furniture on Sunday. After I told her that we did not get it, Val said, she was going to talk to her Delivery Manager to see if they could work something for us to receive our furniture sooner than the third Saturday of May.

ECU
King George, Virginia
U.S.A.