Regret Free Guarantee

To kick off the new year, Havertys is launching their new “Regret Free Guarantee” campaign with AOR EP+Co to emphasize the value of the home furnishings retailer’s customer experience and expand to new core audiences.

Furniture shopping is widely associated with feelings of anxiety, but Havertys believes you can and should expect more from your experience. That’s why they’re working to alleviate such pain and pressure by fulfilling their promise to “Furnish Happiness” through the “Regret Free Guarantee.”

Consumers are more discerning about their purchases than ever before, having shifted toward cautious spending — and when they do invest in large purchases, they want to know that their final purchase will not only be worth the financial investment but also the time and emotional investment that goes into the shopping process.
Created by AOR since 2020 EP+Co, the campaign aims to earn the trust of high-value shoppers by recognizing top customer pain points and providing a solution: the Havertys “Regret Free Guarantee.”

Proprietary research conducted by EP+Co’s in-house research department, EPiQ, shows that 84% of people have furniture regrets and 72% would be more likely to purchase furniture from a store with a regret-free guarantee.

The campaign marks a shift in Havertys’ core audience, introducing the “Next-Home Sage.” These customers, ages 35-54 and majority female, have graduated to an age of self-assured wisdom. Having experienced regret over past furniture purchases, they intentionally invest in products that hold up to their high standards, and they want to shop with a retailer they can trust to act with their best interests in mind — needs that align well with the launch of the “Regret Free Guarantee.”

While marketing efforts in the furniture category typically rely on sales-forward promos, Havertys has consistently delivered truly enjoyable and refreshing campaigns that portray the company’s authentic brand identity and connect with consumers. Rather than glossing over the details of furniture-buying with flashy promotions, Havertys focuses on the customer’s experience, highlighting the unique aspects that make each interaction with the Havertys team special and strengthening the bond between the brand and its customers.

The “Regret Free Guarantee” campaign launched on January 2, 2024, with six 15-second spots running across Broadcast TV, OTT, OLV, Digital, Social and Audio.