Customer service
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Exchange, Refund and Cancellation Policy
Product or Service Quality
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The following is a letter that I wrote to Linda Castro, Director of Haynes Furniture. It describes several issues we’ve had since we made the purchase on 11/10/2017, and received it on 11/15/2017, less than a month after the furniture was received.

We have had a lot of problems that would indicate that the furniture we purchased will not last a year without major issues. 1. The oversized sofa has a full seat cushion that is beginning to bow in the middle. Phyllis only weight 118 pounds!

Aside from bowing, the cushion is pilling and showing definite signs of wear. It grabs material off clothing and it’s difficult to remove. 2. The push back recliner is extremely uncomfortable for me, and is also showing signs of wear.

The seat cushion is beginning to flatten on one side, and the back has become loose. 3. The stress free recliner with ottoman appears to be okay, with the exception of some of the seams being out of alignment, because we have not sat in it often enough for problems to occur. I have made several furniture purchases over the years and found Haynes to be very accommodating and catered to the customer.

Things have obviously changed drastically and not in a positive way. To me, they have become the total opposite of what they once were. I would like anyone who reads this, to share their experiences with Haynes. I have posted this on as many Social Media websites I could!

THERE HAS BEEN NO RESPONSE FROM LINDA CASTRO TO DATE! ____________________________________________________________________________ Haynes Furniture Corporate Office C/O Linda Castro, Director of Stores 5342 Virginia Beach Boulevard. Virginia Beach, Virginia 23462 07 December 2017 RE: Order #102MZV477 Dear Ms. Castro, My name is Bill Mason and my wife and I recently purchased three pieces of furniture, A Sofa, Recliner and Small Recliner with a Foot Stool, from the Richmond, Virginia Haynes store.

Since we purchased everything, we’ve had some issues that seem to fall on deaf ears. 1. The Sofa is BIG, way too overpowering for our living room. It has a one piece cushion that keeps sliding forward and needs constant adjustment since there are no retention straps, velcro, or the like.

The cushion, since we made the purchase on November 10th, is already showing signs of wear. The cushion is becoming wrinkled and it dips in the front. My wife only weights 110 pounds and I don’t sit on it. This was a big waste of $700.00.

2. The recliner in cheaply made and is really too small for and average person to recline in. The foot board at the bottom of the recliner does not line up properly (it’s actually too big), but the person who came put to look at it said it was within limits. Whatever happened to the term “manufacturing defect”?

I imagine I now have to live with a manufacturing defect on a new chair! 3. So far the Small Recliner with the Foot Stool appears to be okay. Yes, I do realize that what you purchase at Haynes in AS IS with NO RETURNS.

Shame on us for making such a stupid decision. Most all furniture stores have some sort of return policy in the first few days with exception of some things, but this ridiculous and greedy policy affects everything Haynes sells! I did not expect Haynes to sell such low quality merchandise! I did report these issues the first day, and met nothing but resistance and got nothing but a runaround; I was told by our sales person Shawn Bell that there was nothing he could do; I was referred customer service and was told there was nothing they could do and that the decision had to be made by the store and not them.

I again called the store and was told again there was nothing they could do and to speak with the store manager Darren Thompson who proceeded to tell me the same thing. Basically all I want to do is get a smaller sofa, and return the recliner for a non-defective and larger one. It’s not prudent to expect people to inspect furniture that is completely wrapped and boxed up while on the loading dock. That is an unrealistic expectation!

It took me better than 20 minutes to unwrap the sofa at home! I do realize that I can see some of these problems while in the store, but when you’re looking at furniture in a huge area as compared to our living room, they take on a different perspective. As far as the recliner with the imperfection (that I was told is within limits), you can not foresee those issues! I suppose there is nothing you can or will do to help us out, but we really want you to know how dissatisfied with Haynes policies and procedures.

I for one will never set foot in a Haynes store again. You’ve come a long long way, but unfortunately in the wrong direction.

All for the bottom line I suppose! Sincerely, WA Mason PS: I will be posting this letter on all Social Media sources...

Product or Service Mentioned: Haynes Furniture Furniture Set.

Reason of review: Bad quality.

Monetary Loss: $1406.

Preferred solution: Either a full refund or better quality furniture..

I liked: Salesman was ok but he was a salesman.

I didn't like: No exchange or return policy even if the furniture is defective.

Company wrote 0 private or public responses to the review from Jan 01.
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I have had more than I can stand from my defective furniture from Haynes.


I would waste my time writing to her. It is better to send a complaint to the better business bureau.

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