Complaints

This profile includes complaints for Haynes Furniture Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Haynes Furniture Company, Inc.

  6550 Hull Street Rd Richmond, VA 23224-2636

• 

  Haynes Furniture Company, Inc.

  9515 W Broad St Henrico, VA 23294-5333

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the ************ location and requested a refund on a purchase. on 6/4/2025. There was a split refund, one to my credit card and the other via paper check. I returned a call to the store on 6/17/25 because I had not received either payment and was told there was an issue, and the associate was going to call me on this day. She said that there was an issue with the refund to my credit card, and I should receive the check by the end of the week (6/21/25). as I continue to call and verify my address I have not received the refund check. ****** *******

  Business Response

  Date: 07/05/2025

  We are sorry for the delays with the customer receiving the paper check It was sent for processing on 6/18/25 and mailed to the address on file. The customer should have received the check with in 7-10 days. Our audit department does not show the check being returned. If there are further questions our billing department is open through the week from 9:00-5:00 and their direct number is ************. 

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the dump /haynes furniture store purchase a 2 piece living room set the pillow on the end of the sofa was going in and the chair didnt have enough ******* in both arm I contact them November a man came out stating he going fix it and order me a pillow for chair here in -1/31/2025 they still tracking the part they need to replace or refund my money

  Business Response

  Date: 01/31/2025

  We do apologize for the delays. We ordered from the vendor the *** seat core, *** I/O arm padding, and RSF I/O arm padding from the vendor Woodhaven Furniture Industries. They will be shipping this out next week and we will send our tech to install the parts. We do service what we sell and are indeed working to satisfy our customer. 

• Initial Complaint

  Date:12/21/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Haynes Furniture Company sell customer products that are refurbished I purchased a mattress cash money an it wasnt in there warehouse so it took 2 weeks for it to be delivered I call 2 days after sleeping on this used mattress an they sent me to their customer care department that supposed to deal with my issue it took until 12/16/24 until 12/21/24 for them to say oh you have to file a claim Im just confused about their return policy its a shame you purchase product from a major retailer an they take you through so many changes just to get a refund or a new product an their employees are rude they dont know what their policy are I spoke to several people all week trying to get the matter resolved they send a claim packet to fill out through email after a week I should have been given the claim packet the first day I complained I had to ask for a manager finally she said Im not the person for this issue in the process of making several calls I also sent survey chats from the phone number thats given when you call if no one can be reach this company need to become aware of their products before having them delivered to customers I will never purchase anything from Haynes Company as a customer why would I have to go through taken pictures measure the mattress because its sunken in the middle just looking at it look like it is used

• Initial Complaint

  Date:12/08/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased multiple pieces of furniture a few weeks ago.. We had 4 kitchen table chairs left to be delivered BEFORE CHRISTMAS. I called the store yesterday only to find out they would be delivered in FEBRUARY. WHAT???? I asked for the store manager and she said he was in a meeting. I told her to leave a message for him /her to call me. 2 hours later I called back and no message had been left for him/her to call me. So am i supposed to have my guests on Christmas Eve sit on the floor???? I did not even get a call to tell me they wouldn't be here in time for Christmas. I said I would compromise and they could bring me the floor samples to use that day and pick up 26th. They said there was no way that could be done. Social media is a funny thing. You can get information and opinions to go to a lot of people. Sharing after sharing. I know people will comment about their negative experiences too. I actually saw a comment on FB about someone else having to sit on the floor because of a couch not getting here on time. The BBB shows Haynes not accredited with BBB and a one out of 5 stars. What can you do to make this right.....bring me same size chairs to use Christmas Eve.

  Business Response

  Date: 12/26/2024

  
  
  We are sorry about the delay in shipments coming from the factories. We are happy to say we were able to get the chairs out intime for the holiday to the ****** family. They were delivered on 12/21/24

  Customer Answer

  Date: 12/27/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********.  I don't have an answer yet because I need to make sure these are loaner chairs.  I need them to come pick them up.  Trying to arrange that now.  Response sounded like these were our chairs but the lady said loaner.  One chair has a chip on it and there were not tags.  Just want to make sure we are on the same page.

  I am VERY VERY happy we were able to have chairs for people to sit in.  It was especially important because my dad died unexpectedly a few months ago and were just trying to get through all the holidays without him......so thank you thank you from the bottom of my heart for making Christmas Eve a little more bearable.  Thank you again and I will go add an addition to my Haynes review.  Again thank you so much.

   

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ******
  
  
  
  

  
  

  Business Response

  Date: 01/10/2025

  We have reached out and spoke to the customer. This has been resolved by our customer service department.

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sectional sofa and recliner chair purchased from The Dump (Haynes Furniture). Had several issues with the product. Had 'their' service department come out to fix product and asked about a different issue with the product and they agreed with me their was a defect in the product but it could be repaired. Another claim needs to be filled and someone else would need to come out to repair the sofa and chair. The claim was denied for wear and tear. It is not wear and tear, but not enough padding in the product when manufactured. It was their adjustment service that told me of the problem and how it can be repaired. If have tried to discuss the issue with their ********************* but their managers will not return the numerous messages i have left for them. I cannot find any other departments to call regarding this issue.

  Customer Answer

  Date: 12/27/2024

  I received a text from the Haynes company asking if anyone had contacted me about resolving the issue and i replied to her that i hadnt.  I have not heard anything since from them.  Please let me know if you need any additional information.

• Initial Complaint

  Date:12/06/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase in the Haynes Furniture store located at *********************************** on August 31, 2024. The total purchase in the amount of $3,909.73 was paid in full on the purchase date.I was advised by the salesman **** ****** that it would be 6 to 8 weeks before the furniture would be ready for delivery. I received a phone call from ****, the Haynes sales ***resentative, mid October questioning what fabric we had selected for our order. I was shocked at that time that he had record of the order but not the details. I advised him that I was out of the country and did not have that information with me at the time. I advised I would get back with him upon my return to the **. Upon returning to the ** on October 30, 2024, I checked the store receipt and the fabric details were listed on the receipt. I then scanned the receipt and sent it via email to ****. In the email I stated my surprise that the store did not have this record. I did not receive a ***ly from **** until Friday October 31, ********************************************************************************************* a timely manner so I advised another associate to let him know I had stopped by and to please check his email.Later that afternoon I received the following email response: Hello ***** this has been ordered i got confirmation a couple hours ago, i requested a rush on it and will also call the *** again tommorrow.Thanks dougAs of today, Friday, December 6, 2024, I have still not received my furniture or any updates on the order.I am officially requesting to cancel the order and receive a full refund of the amount paid on August 31, 2024, of $3,909.73.

  Business Response

  Date: 12/17/2024

  We are so sorry about Ms. ****** experience. There should have been more communications about the delays in our shipments from the ************** is never a good thing to lose a customer especially over lack of communication.We do appreciate the opportunity and hope that someday they will give us another opportunity to assist with their home furnishing needs. The order has been cancelled at the customer's request.

  Customer Answer

  Date: 12/18/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ***** ******
  
  
  
  

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased furniture in March 2024 had to wait 30 days for delivery We purchased the furniture because it had lumbar feature and neck feature, and my husband has lumbar generated this disease and neck problems it also has electric reclining because with his legs he does not have enough strength to push up and down a manual recliner.When furniture was delivered, we had to call the next day because the furniture was not working. Had to wait almost a month for someone to come out and check it.The service tech come out and check the furniture. He then put GB or zip around the mechanism around the furniture and said this would make it work. That was unacceptable. They were broke before he got out of the driveway. I had to call them again. Wait another month for them to come back at this time. We are still battling the same problem. My husband cannot use it for his disabilities. The guy returned and replaced the mechanisms under the chairs now they are broken again they sent another technician out. He came here looked at the furniture took two pictures and left never touched the furniture 2 1/2 weeks ago, which is in December 2024. we called Haynes, and they still have not ordered the parts. This furniture has been broke more than my husbands been able to use the furniture. Haynes refuses to replace the furniture and they still want to keep putting mechanisms under it which they have not ordered 2 1/2 weeks later since the guy came. We want a resolution we would like to have new furniture and this sent back at this time

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a couch from Haynes October 18, 2023, spending over $3000. At the time of the sale we were told that the extended warranty would cover any damage to the **** after the manufacturer warranty ran out. The warranty was not available at the time of sale for us to review and we were told that we could not purchase it after the initial sale. He was very specific to say that it would cover damage caused by dogs, including nail gouges and any/all damages aside from intentional.On November 12, 2024 I called in a service order for the couch for possible frame damage and sinking of the cushions in the center of the couch which is now causing back problems. One of the seams is also ripping. I just read the warranty (my fault for not doing so immediately after purchase, but what's the point as it is non-refundable anyway) The warranty only covers mechanical issues and does not cover any of my problems. It also specifically says that it does not cover problems caused by animals. We do not have a mechanical couch.The first *** that I spoke to referred me to the store who referred me back to Protectall Furniture Protection who then told me to "****** a handyman that can fix my problem. We can send the claim to the vendor however we will not supply a technician". Also to find out that the warranty does not in fact cover any of our claims as the sale *** led us to believe it would cover any and all damages. The manufacturer may or may not cover our claim because it is 3 weeks out of warranty. I also have no way of contacting them directly and am relying on the ** *** from Haynes and Protectall.

  Business Response

  Date: 11/27/2024

  We are very sorry that The **** family is disappointed with our warranty. It is true that none of our warranties cover any type of pet damage or damage to frames. We will as a courtesy refund the cost of his protection plan to reflect a credit of the ****** that they paid for it.  I have attached a copy of his protection plans terms and conditions. 

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Haynes has not delivered on what was told to us. We were told that our furniture would be delivered back in October and it is now *********************************** receipt of our whole order. We purchased 2 couches and a bedroom set on Sep 14th and were told our bed would be delivered in 2 weeks which it was but came in broke and took another month for them to come out and fix it. Received one of the couches on October 19th and was told the other would be here in a week. It has now been a month since then and we are now being told that it will not be in until after Thanksgiving.

  Business Response

  Date: 11/27/2024

  We are truly sorry for the delays Mr. ****** has endured with the delay of his merchandise coming in. The store manager spoke with him and they were able to resolve the concerns. We have refunded him his whole delivery fee of $499.00 for his waiting for the stock to become replenished.
  

• Initial Complaint

  Date:10/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a *********** seat from Haynes Sept 1st & put down ******* ************************ approved the application for financing. They advised that it might be 3/4 weeks for delivery. After 6 weeks I called to inquire about the furniture since no one called me. **************** socks, I always had to leave my # to get a return call in which I wasn't available. I decided to just wasn't hold so they advised to text which I did. Someone finally spoke with me & said I should get it by the end of the month ************** will call. After a week Oct 15th & they said again the end of the month. I feel I'm getting the run around & decided to cancel the order. I texted them on Oct 17th to cancel. I went to haynes on 22nd to advise that I wanted to cancel. There was a customer there who said he was having same issue & had been waiting 12 weeks. This is unacceptable. I am requesting to cancel this order & get a full refund. Next Friday will be 2 Mos. I am having my family for next weekend so I'm going out to purchase some furniture & pick it up..

  Business Response

  Date: 10/26/2024

  It is true that our shipments have been delayed coming from international ports.  We do not have control over the shipping delays from international waters. Although *********** has headquarters in the *** their factories do have headquarters in *****, *******, and **********  These products come in a container on ships. Should the customer like to cancel their order they may do so. However, we can adjust part of her delivery fee should she wants to wait for the product to come in. We will have to store reach out to see how they would like to proceed.