I just bought my first house! I was very excited and ready to fill the home, so I went to Haynes for dinning room furniture and some living room furniture. I found out quickly why Haynes "seemed" to have the best deal at the time!
In May I went to the Newport News Haynes store to purchase the furniture. Mr. Robert Crumbly (Store Manager) assisted us with our purchase. My finance and I picked out the dinning room furniture and then we moved on to the coffee table/end table area. We picked out all the furniture and moved on to the paperwork.
We should have known from the beginning that this store would be a problem. Haynes was running a promotion (which I remind you is why we went there in the first place) to have 30 months of interest free financing. After filling out the paperwork, we found out that we could only get 12 months of interest free financing (apparently you have to be rich to get their promotion... But if your rich why would you be shopping at Haynes to begin with?). We accepted their terms and moved on.
My finance and I waited while Mr. Crumbly filled out all the paperwork. We agreed on a delivery date for all the pieces (Dinning room table & 6 Chairs, Server, 2 end tables and 1 coffee table) a week later.
Delivery #1: They showed up on their delivery date with the dinning room table and 6 chairs. They had nothing else and the delivery person told us that Haynes called us and cleared it with us prior to the delivery (which I'm sure you already figured out... They did NOT!). We said, "Fine, we will call the customer service people and find out what it going on!" Later that night my finance began taking the plastic off the chairs and found 2 chairs had cracks in the wood on the bottom of the chair.
We immediately called Haynes and informed them about the missing furniture & the broken chairs. They said they would send out a technician to repair the chairs and that the server & coffee table / end tables were on back order and would not be here until July.
Technician shows Up: The tech shows up, takes one look at the chairs and says he was going to just replace them! He leaves without another word said! He never mentioned when we would receive the chairs.
The War Begins: Mr. Crumbly was notified on Monday (June 16th) about the chairs and the rest of the order never being backordered since we were never informed when we purchased the items. Mr. Crumbly informed us the servers that were supposed to be delivered were damaged in the shipment. He suggested we take the floor model with a 10% discount. We agreed to do so. He also contacted customer service.
Customer service contacted us on Monday (June 16th) and informed us that all the items would be delivered on Friday (June 20th). On Wednesday (June 18th at 9:11am - as the delivery customer service people so rudely reminded me) my fianc received a call from Haynes stating that the delivery would not be complete, one end table was missing. My fianc agreed... Really what could we do?
I contacted Mr. Crumbly on Wednesday to find out what happened over the past day. He stated he would contact Customer Service and find out a way to solve the issue. He stated he would call us back no later then tomorrow (Thursday, June 19th).
Mr. Crumbly never called back on Wednesday or Thursday. I contacted Haynes, Newport News again on Thursday. FINALLY another manager contacted me back after 3 phone calls. He stated that the two end tables were being delivered but we would be missing a coffee table. I explained that the information the Haynes customer service people provided was different. He stated that the computer information he was giving us was what he knew.
Deliver #2: The furniture showed up on Friday (June 20th). We had the server and a piece of paper that someone forged my fiancs name, stating we would accept the floor model. We also had replacement chairs for the ones broken. We also had ONE end table... YES I said one end table. I double checked with the delivery person to ensure we weren't supposed to receive another table!
Customer Service was contacted again on Friday (June 20th). Nazreen the customer service person stated that she would find out what was going on, and put me on hold. A few moments later another voice came on the phone and began yelling at me. She stated that she spoke to either me or my finance on the phone on June 18th at 9:11 and informed us that we would be missing an end table. I stated, "Excuse me; we have one end table..." Before I could even finish my sentence, she put me on hold again... Virtually hanging up on me.
I spoke to Nazreen again and informed her about the other VERY RUDE person. She stated she would mark it in my file. She then stated that the coffee table / end table was on back order and that she would have Mr. Crumbly call me back sometime that night (Friday, June 20th). Mr. Crumbly never called... in-fact he still hasn't called (June 24th).
On Monday, June 23rd, I contacted Nazreen again to find out a time frame. She stated that there were 10 sets of coffee tables / end tables being delivered the first week in July and we were number 10 to receive them. Believe me, if I receive this furniture sometime before August, I'll be shocked!
My statement to Nazreen on the phone was..."This is the first time I ever shopped at Haynes, and you better believe it's the last!" I also commented about Mr. Crumbly. I feel that these sales people get there commission off of the $2K we spent and then after that they don't want to deal with you. Once they get your name on the paper, they want nothing more to do with helping you.
I see that this is not the only complaint about Haynes Newport News on this website. I think it's pretty scaring that someone doesn't look into this company a little closer to find out where the problems are coming from and correct them.
Everyone I spoke to at my work that purchased from Haynes had similar issues!
0 comments