Complaints

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

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  Hank's Furniture, Inc.

  5708 Warden Rd Sherwood, AR 72120-6070

  
• 

  Hank's Furniture

  30852 State Highway 181 Spanish Fort, AL 36527-5693

  
• 

  Hank's Furniture Inc

  4064 Montgomery Hwy Dothan, AL 36303-1888

  
• 

  Hank's Furniture, Inc.

  4308 S Pleasant Crossing Blvd Rogers, AR 72758-1347

  
• 

  Hank's Furniture, Inc.

  7434 Rogers Ave Fort Smith, AR 72903-5536

  

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:04/22/2025

  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.

  Purchased Loveseat with 1yr manufacturers replacement warranty 11/23, replaced once after 5mo(4/24), 2nd one had same issues 7mo later(11/24). Lied to by multiple "managers" at the store that service would come out, that parts were being ordered from Italy, fast forward 5 more months(4/25) and I have to file a claim with the aftermarket warranty company. The 2nd loveseat was less than a year old when issue was reported, store lied continuously, dragging it out over months.

  

  Business Response

  Date: 04/24/2025

  Thank you for the opportunity to respond to the concerns submitted by the customer.
  We are sorry to hear that the customer has experienced ongoing dissatisfaction with the product and service experience. We understand how frustrating it can be when a product does not perform as expected, and we appreciate the chance to clarify our policies and position.
  The customer purchased a ******** protection plan at the time of sale, which is a third-party insurance policy that provides coverage beyond the manufacturer's warranty. Per the terms of that plan, all claims must be initiated directly with Guardian—the retailer is not authorized to file or manage those claims on the customer’s behalf.
  It is our understanding that the customer has expressed reluctance to file a claim with ******** due to our store’s policy of issuing in-store credit at the end of the protection period if the ******** plan is not used. While we respect the desire to preserve that credit, we are obligated to follow the terms of both the manufacturer and ******** warranties. Once the manufacturer’s coverage has ended, ******** is the appropriate and required avenue for resolution.
  Our team has made efforts to communicate this to the customer and remains available to assist with documentation, receipts, or guidance on filing a claim. We regret that we are unable to provide a resolution outside the scope of the warranty policies, but we are committed to supporting the customer in moving forward through the correct process.

  

  Business Response

  Date: 04/25/2025

  I wanted to provide a summary regarding our ongoing interactions with the customer in question.
  Throughout multiple phone conversations, the customer has repeatedly expressed concern about not wanting to lose their credit. We understand and acknowledge their concern and have made every effort to guide them appropriately.
  To date, we have repaired one loveseat, replaced another, and addressed a second repair request. However, based on the nature and recurrence of the damage, we believe it is not the result of a manufacturer defect. As a result, we have consistently advised the customer to contact ******** and initiate a claim under their protection plan. This guidance has been provided clearly and repeatedly over the past few months.
  At no point have we misled the customer. We have communicated our policies and the reasoning behind our recommendations thoroughly.
  Unfortunately, the situation has escalated, and the customer has become verbally frustrated toward our sales and office staff during recent calls. While we remain committed to providing excellent service, the continued hostility has made it challenging to move forward productively.
  We have provided the ******** contact information multiple times and stressed the importance of filing a timely claim to ensure appropriate resolution—whether that be repair or replacement—based on ********** assessment.
  
  

  Customer Answer

  Date: 04/25/2025

  
  Complaint: ********
  
  I am rejecting this response because: Almost every word of that response is a complete lie.  They replaced one, repaired damage done on delivery to the leather on that one in Apr of 2024, that is the end of ANY repairs they have done. I was told in November that parts had to be ordered from overseas, Italy to be specific and they would call in, likely, a couple months.  Then I was told by ****** in March that the manager at that time was no longer with them and he would be taking care of me. At that time he said his tech would be calling to set up an appointment. After a few weeks of not hearing from anyone, we called back, we were told the tech had been in the hospital but was back and would get with us. After another week or so, we once again called back and THAT was the first time we were told we had to use the aftermarket warranty. I, NOR MY HUSBAND HAVE EVER ONCE MENTIONED THIS CREDIT for the end of the warranty.  We simply want things done correctly. As far as the hostility, Yes, my husband, after being rudely interrupted, dismissed, and ignored eventually raised his voice and cussed.  The level at which this business is willing to go, even outright lying, is astonishing. We have the call history logs showing when calls were made. 
  
  Sincerely,
  
  ********** *******

• Initial Complaint

  Date:04/15/2025

  Type:Customer Service 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.

  Hanks delivered a faulty loveseat in October 2024, which was noted on the delivery ticket. They said they would send someone to repair it. After 8 weeks, the problem got worse. I requested an exchange, to which ******* agreed and put it in writing. ******* said the item was out of stock, so I asked him to call me with an update every 2 weeks, to which he agreed. I have not heard from him since. I have made several trips to the store to inquire, but nobody ever reached out to me. I only ask for a new replacement, or a refund until the time it is replaced.

  

  Business Response

  Date: 04/16/2025

  Our Office Manager ***** C******** was in touch with this customer on 4/15. He was able to get this customer set up for delivery this following Saturday, 4/26/25- this is the earliest that the delivery company goes into the customers town. Once ***** told the customer this, the customer promised to retract his BBB complaint once he got the replacement.

• Initial Complaint

  Date:04/14/2025

  Type:Product 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 am 86 years old and reside in an assisted living facility; however, I remain fully independent. On March 7, 2025, I purchased a Parker Living Radius Power Swivel Glider Recliner from Hank’s in Dothan, paying an extra $130 delivery fee. Upon delivery, the chair was unboxed and placed in my room. After the deliveryman left, I attempted to recline in the chair, but it stopped midway and would not move any further. I immediately contacted the deliveryman, who returned to assist and also called the store on my behalf. I was told that a technician would be sent to evaluate the issue. Since then, the chair has remained inoperable and is a safety hazard in the middle of my small, one-room studio unit. Despite multiple follow-up calls over the past month, I have only been told that there is one technician who is severely behind on service requests. No one from the store has contacted me with an update during this time—I have been the one initiating all communication, calling every four to five days and receiving a different excuse each time. Most recently, I was told the store is still deciding whether to repair the chair or order a replacement part. I am increasingly concerned that I will be left with a non-functional chair and a loss of $1,231. I was also told that the claims representative had just returned from sick leave, but she has not reached out to me. The technician who reportedly suffered a head injury and is causing the service delay has also never contacted me. I feel I am being taken advantage of due to my age and gender. I have already given away my previous, comfortable recliner and currently have nowhere to sit comfortably. I am also concerned that the 30-day warranty will expire before any action is taken. Given these circumstances, the defective chair should have been removed promptly and either replaced with a working unit or refunded in full. If a repair cannot be made immediately, I expect a replacement or a full refund without further delay.

  

  Business Response

  Date: 04/21/2025

  *** ****** purchased a Parker Living Radius Power Swivel Glider Recliner from our Dothan location on March 7th, 2025. Her chair after being delivered then started having issues. Per our policy, we have the right to send a technician out to determine the condition of the unit. Our technician who services this area was in an accident resulting in a head injury where he was incapable of work for some time, leaving us severely behind on service requests. The tech was able to go out and evaluate the issue and decided to put in a Claim Request on April 4th. Our Claims representative was able to approve the request and determined the parts that were needed, and the tech was approved on April 15. Again, we apologize for the delay, rest assured we will get this taken care of. There will not be a refund given, but the chair will be replaced. 

  Customer Answer

  Date: 04/22/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

  Customer Answer

  Date: 05/06/2025

  The last contact I had with the business was on 4/15/2025.  They told me ****** would be calling me.  I has been three weeks, and I still have not received the call to replace the chair.  I would like communication with the Arkansas store that promised me a new chair. 

  

  Business Response

  Date: 05/09/2025

  Thank you for the opportunity to respond.
  We can confirm that our Office Manager will be personally delivering *** ******** chair to her on Saturday, May 10th. We are committed to ensuring this matter is resolved promptly and appreciate *** ******** willingness to work with us toward a positive outcome.
  Please let us know if any further information is required.
  

  Customer Answer

  Date: 05/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:03/31/2025

  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.

  Ordered a brand new sectional couch and a rug on 10/14/24. This was suposed to be delivered in about 30 days as it turned out it took 60 days to get it. Not a big deal we had to wait for what we wanted as this was the very 1st brand new couch we have ever bought. So finally the end of December we get the call they are going to deliver this thing and it looks nothing like the floor model the cushions looked as if they were crushed in a trash compactor also i have had to reattach both sides of the couch where the arms were falling off. Now from the beginning we have made our salesman ( ****** ) aware of this also the Mananger ****** aware of this. To my suprise the only answers i can get out of anyone is we will call you tomorrow. I have called over 20 times with the same answers also visted the store 3 more times we just want this couch replaced and if the same one is not available then we want to pick out a new couch as 3 months have passed we are now preparing to take legal action if nothing is done about this we have been more than patience over this matter.

  

  Business Response

  Date: 04/01/2025

  We are very sorry to hear about the issue you’ve encountered with your sectional, which you received on 12/21/24. After reviewing your claim, we agree that the delay in communication from our staff has not met our company’s standards. We have addressed this internally and reached out to the team to ensure this issue is prevented in the future.
  As the store recently underwent a management change, we are optimistic that this will help resolve any communication challenges moving forward.
  In regard to your sectional, we’ve been in touch with the manufacturer. While they do not believe the sectional is defective, as it is normal for fabric to show signs of use such as wrinkling, they have agreed to send a replacement for the piece with more noticeable wrinkling. Unfortunately, as this part is shipping from overseas, it may take several weeks to arrive. There is no way around this. We apologize in advance for the processing time period. 
  After reviewing the pictures you provided, we regret to inform you that we cannot offer any further resolution at this time. While the issue does not qualify as a manufacturing defect, we are still processing the replacement for the affected piece as previously mentioned.
  We appreciate your understanding and patience, and we are committed to resolving this matter to your satisfaction.

  Customer Answer

  Date: 04/01/2025

  
  Complaint: ********
  
  I am rejecting this response because: There is 4 sections of this couch including the arms that are defective
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 04/03/2025

  *** ***** 
  We have brought it to the attention of our Hot Springs location that we need to send a tech out to look at your sectional in order to determine the next step. When reviewing your claim, the only issue brought to our attention was the wrinkling of the material, not the popping sound you heard come from the arm of the RAF recliner. Please be patient as we are working to get you on our tech schedule. Someone from our Hot Springs location will be in touch with you shortly. Thank you for your cooperation, and we look forward to resolving this issue in a timely manner. -Hanks Home Office 
  
  

• Initial Complaint

  Date:03/07/2025

  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.

  When I purchased my couch and recliner I paid extra for a warranty. This was around June 2024. Not six months later the stitching on couch is coming undone. I took in a photo a couple months ago, and still nothing has been done. They claim they are short handed. Not my problem. I either want it fixed ASAP or I want a refund on this cheaply made couch. They gladly accepted my money for this additional warranty and now they don’t care to address the issue.

  

  Business Response

  Date: 03/20/2025

  Good morning! ******* ****** came into our Hot Springs, AR location on June 15, 2024, and purchased an ARGENTO P2 RECLINER and an ARGENTO P2 SOFA. 
  On December 16, 2024, 6 months later, she submitted a picture of the stitching coming out of her ARGENTO P2 SOFA. We promptly scheduled a technician to assess and repair the issue. Unfortunately, due to a staffing shortage that began in October 2024, we were unable to fulfill the repair request as quickly as we would have liked.
  We sincerely apologize for any inconvenience caused by the delay. After confirming with *** ******, we scheduled a technician to visit her residence on March 16, 2025. During the technician's visit, it was determined that the repair could not be completed on-site. The stitching problem was more complicated than initially expected, involving three separate pieces of leather and a complex design stitch. As a result, the technician reported that a replacement cover would be required to fully resolve the issue.
  We have already placed an order for the necessary cover, and we are actively working to ensure it arrives and is installed as quickly as possible. We understand how frustrating this has been, and we want to assure *** ****** that we are committed to resolving the matter promptly.
  Once again, we apologize for the inconvenience and appreciate her patience and understanding as we work to complete the repair.

• Initial Complaint

  Date:03/06/2025

  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.

  Purchased power reclining couch on 1/20. Delivered on 1/30 and did not work, we contacted the store, sent pictures of issue. Store said would send a repair guy. He came on Feb 4th and was unable to fix this couch as the motor was bad, he did manually adjust one side. We called the store on the 4th, notified them and were told that ******, would contact us. No call back received, called again on 5th and 6th and finally spoke to ******. He said part was ordered. As of 2/15 no updates from ******, so called again, store said ****** woudl call back. Ss of 2/19 no call. My husband and I had to go into the store on 2/22 just to get a response. ****** was rude, unprofessional, and told my husband that it is "common" for their furniture to be broken. He also said there was "no one" above him that my husband could talk to, which we know is not true. If their furniture is common to be broken, then maybe you shouldn't sell it. We continue to get the run around regarding part delivery and we have to initiate every follow-up. If you can't fix the furniture, then replace it or refund our money. As of today March 6th, no date provided to receive the part. Instead a text from Jason at the store who was beyond rude, and lied. When pressed for a date and tracking, Jason’s response was “according to the manufacturer, your parts should be expected to arrive at Hanks Corp office early April. Once our central warehouse get them, they will forward them to the store on next available truck. WOW, new couch delivered Jan 30th and hasn’t worked yet, needs a new motor, which could simply be mailed to the store, doesn't require a truck delivery. WHY would it need to go to their corporate office before being sent to Dothan. Complete lies, run around and this company should be ashamed at how they treat people. Corporate needs to clean house in Dothan. Too many similar compliants for these situations to be ignored.

  

  Business Response

  Date: 03/20/2025

  When the customer called in the service order on 1-30-25 I created their svc order and submitted to home office the same day.  I also submitted the ticket to the repair service that same day (even though I should have waited for response from home office); this was done in an effort to expedite the service order and help reach resolution more timely.   
  
  Both **** ******* and the delivery driver said that the sofa was in working order when it was delivered.  The driver set it up and tested it before he left.  So the issue occurred afterwards while she was operating it. 
  
  I received response from Home office on 2-5
  
  On the same day (jan 30) an appointment was made with the ******** by ********* (repair company) for Feb 4 from 10-12.  I received the invoice for that svc call and ordered parts for their sofa on 2-7-25.
  
  On Feb 22, *** ******* came to the store and spoke with ****** and myself about the issue and wanted to know when their sofa would be repaired.  We gave him 2 different timelines.
  
   If they have the parts in a factory within the US, it would only take a few weeks.
  If they did not have the parts in a factory within the US, it would have to be sent from a factory overseas and that process averaged about 3 months (they get shipped on a container). 
  
  He did not like either timeline and told ****** that they wanted a new sofa instead.  We explained to him that we had to go by the manufacturer’s guidelines for all 1st year warranty issues.  And that if the technician could not make repairs to make the sofa “good as new” then the vendor would replace it but we had to go through their process. 
  
  While *** ******* was at the store, I sent a follow up email to the vendor to see if they could provide an update even though the order was only 2 weeks old.  I did not get a reply from them while *** ******* was at the store.
  
  There were NO threatening gestures or postures or words given by a Hanks employee (as you can see from the video) and *** ******* was alone for that visit so not sure where **** ******* got her info for the accusations she threw out during my chat with her on ****** but they were all unfounded.  ***WE HAVE ADDITIONAL INFORMATION AND SECURITY FOOTAGE OF CUSTOMER- PLEASE CONTACT IF NEEDED. 

  

  Business Response

  Date: 04/01/2025

  Thank you for your patience as we work to resolve the situation with your recent order. When your husband called to inquire about the timeline for the parts order, we explained that there were two different timelines based on how the manufacturer ships the parts. the part could be expected to arrive in approximately 4 weeks, while the other option could take up to 90 days. The longer timeline is due to the part needing to be shipped from overseas, as it is not available in a factory warehouse within the U.S.
  We also let your husband know that we would check other locations to see if the needed part was available sooner. However, we did mention that this particular part is likely not a common one, so the chances of finding it at another location were slim.
  Additionally, because the sofa is still under its first-year factory warranty, we are required to follow the manufacturer’s guidelines when processing any claims. We understand that this may be inconvenient, and we sincerely apologize for any frustration, but these procedures are in place to ensure consistency and fairness for all of our customers.
  We understand that you were not present for most of the conversations and that much of the information was passed on through your husband, which may have led to some confusion. However, we want to reassure you that the information we provided was consistent and aligned with our standard procedures, which are communicated to all of our customers.
  Regarding the assembly, both the delivery crew and the customer confirmed that the sofa was tested and worked to your satisfaction at the time of delivery. We acknowledge the sofa started having issues the same day as delivery, but it was after the crew had left.
  Please know that we fully intend to uphold our repair policy, which is to get the pieces back to working order as quickly as possible. We are committed to resolving this matter and ensuring that your sofa is restored to its full functionality.
  Once again, we apologize for any inconvenience and remain committed to working within the manufacturer’s guidelines to resolve this matter as efficiently as possible.
  Thank you for your understanding.

  Customer Answer

  Date: 04/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  It's clear we will not get anything accomplished with this company. The inconsistencies and lies just continue.

  It is also clear that you are trying to turn my husband's words to me as hear say, namely to cover your employees mishaps and lies.  I can promise you my husband knows exactly what was said and how it was said. We are grown professional adults and know when we are being given the run around.

  Secondly, I'm really not sure why you continue to act as if the furniture was not broken the day it was delivered.  I have proof in text day/time I called and texted the picture, immediately after the guy left.  I also shouldn't have to continue saying this over and over again, especially when your repair guy said the motor wasn't working, not sure how that could be our fault. I really do not like the innuendo and accusations.

  Just as an FYI, I order items all the time from oversees and I get an exact date of when it will arrive, its amazing to me, how you guys can seem to get anything other than a "month" which was not provided to us until March 6th.  Again this all started Jan 30th, day of delivery.

  We are the customer who has basically purchased a piece of junk. We will not hold our breathe on it ever being fixed.

  
  ***** *******

• Initial Complaint

  Date:02/26/2025

  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.

  .Purchase date on a new table 11/23/24 at full price, didn't get table from online due to them not having chairs. we had to take a floor model which had damage on the corner. ****** ****** stated that the service tech could fix damage to look like it was never there. service tech could not repair table to look right. i asked for a price reduction to make it right and all they said that could be done was $50. the next option was a table from a Florida store that they could have shipped in, so i decided to go that route and continue to pay full price. Table was supposed to arrive in 2 weeks max, i called 4.5 weeks later to find out that it was at the store. went to pick it up and it was damaged as well, i ask for them to make the price right and they said no. i could keep my damaged table i originally purchased for full price with a $50 discount or take the newer damaged table for full price. it took the replacement damaged table because it wasn't as bad as the first one. Hanks needs to make the price right for what i purchased, a damaged item shouldnt be sold at full price.

  

  Business Response

  Date: 03/04/2025

  ***** ****** ******* purchased from our Mountain Home location on 12.02.2024.
  They wanted to purchase a Larson table that was on the showroom that was in fact damaged on the corner. It was the last table of its kind, and ******* agreed to buy it if we could fix it. In the notes, the salesman put "DID NOT WANT A BIGGER DISCOUNT". It was our Presidents Day Sale, so he got the table for a VERY good price to begin with. 
  We offered $50 back on a $199 table. He said that’s not enough, so we had a tech go out and try to repair but that was not a very good job, So we got him another table transferred from Destin after the $50 was not enough. The new table had a very small discoloration on the corner, and he was upset regarding the defect. We were then at a dead end because the customer did not want to take the $50, he wanted MORE money back. This customer was not satisfied with the second table and those were the only two that we had. Once this was explained to *** *******, he stated we could just mail him a $50 check and he would be sure to go to social media regarding the consequences he received. There was nothing more that we could do for the customer except thank him for his business and apologize for the inconvenience.

  Customer Answer

  Date: 03/05/2025

  
  Complaint: ********
  
  I am rejecting this response because: iThere was no discount offered at the time of purchasing table that was equivalent to the damages. there was a $50 offer on the table once it couldn’t be repaired as promised from ******. Hanks mentioned a $199 table and that’s fine, I bought the package deal- table and chairs. Totals up to a little over $800, i understand you have the table and chairs marked separately in the price but it’s a packaged deal. I also have a witness to verify what was said the night of picking up original table. Also the table that i currently have is not only “ a little discoloration” it was damaged as well and Hanks in mountain home at tried repairing it. It does look better than my other table, I will give y’all that. Let’s also note that ****** had mentioned it was in a box not damaged, but when I got there they said they had made a repair after I noticed it. ****** stated when I picked it up that I could have my original table with $50 back or I could take this other damaged table that’s it. Also I did go to social media and hanks has a very bad reputation in the area all dealing with ******. I called corporate office they did offer $50 back on this table I don’t feel it’s fair but I don’t have time to argue over it. what I can do is tell people about my experience with ****** in Mountain Home Ar at hanks furniture.

  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/19/2025

  Thank you for bringing this matter to our attention. We understand that the customer is upset due to receiving a table with minor damage on the corner. Upon receiving the initial complaint, we arranged for a replacement, but unfortunately, the replacement table also arrived with damage. As there was no more inventory of the same table available, we offered the customer a refund of $50.00 to keep the table as-is, which the customer agreed to.
  Given the retail value of the table and the level of damage, we believe this solution is fair and satisfactory for both the customer and the company. We always strive to provide quality service and are committed to resolving any issues that arise in a manner that is reasonable and equitable for all parties involved.
  Thank you for your understanding.
  

• Initial Complaint

  Date:02/24/2025

  Type:Product 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.

  When we picked up the items they were already wraped in black plastic. My husband was asked by the dock person to make sure the leather color was right. And thats all he saw of the item. We paided for the items and left. Got home and unwrapped one chair and saw it was not the style we ordered. We checked our initial order form and the new one. The style was not to change on the order just the color of leather. The sales person told us to go on home he would take care of it and so we did. I', sending a copy of the two forms. We ordered the Admiral MD Signature Chair + Ottom. He was to only change the color. Also at this time it was a sale for sales tax paid.

  This place has been called twice and asked to please honor the original order. The sale's person said he remembers us on a busy Saturday. Not true it was a Friday and not one was there but us and the sales people.

  Please consider this a legitimate complaint.

  P.S. These chairs are totaly wrong.

  (see attached original document)

  

  Business Response

  Date: 03/07/2025

  Thank you for bringing your concerns to our attention regarding your recent purchase. We sincerely apologize for the inconvenience and confusion you have experienced during this process.
  After thoroughly reviewing your case, it appears that there was a misunderstanding regarding the specifications of the order. Our records indicate that the sales team believe you wanted two Admiral medium chairs in Oxford blue with classic bases, as reflected in the sales order. We understand that you were expecting signature bases, which comes at a price difference of $500 for each chair compared to what you originally paid.
  To address the situation, we would like to offer you the option to exchange the chairs for the ones you intended to purchase with signature bases. In this case, you would only need to pay the price difference. Additionally, we are willing to honor the sale we were running for the week of your original purchase and provide a discount equal to your sales tax as a gesture of goodwill.
  If you would like to proceed with this option, please reach out to the store manager at our Rogers location. They will be happy to assist you in making the necessary arrangements.
  We appreciate your understanding and patience as we work to resolve this matter.
  Thank you for your continued support.
  Best regards,
  Hanks Furniture. 

  Customer Answer

  Date: 03/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/06/2025

  Type:Product 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.

  This overpriced piece of furniture seems different than what i purchased at the store. Then after only having it at my house for a week it started breaking. I cant get the issued resolve as the store stated they dont do refunds for this pos. But the tech supposely will call to come look at it but after getting rid of the other recliner from a business with a good reputation, sams furniture i am now stuck dealing with this company that is only concerned with making a quick profit from the consumer. A week after paying for this product they offered the same recliner 200.00 less than what i paid for it.

  

  Business Response

  Date: 01/17/2025

  Hello,
  We have spoken with *** ********* about the problems with his chair. Our technician was there to evaluate the chair and determined that it needed a new back. We are exchanging this chair for the customer.
  
  Thank you,
  Hank’s Fine Furniture

  Customer Answer

  Date: 01/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:11/21/2024

  Type:Product 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 bought a swivel rocker recliner from Hank’s Furniture on Bowman road. On May 3, 2024. The chair was on sale and I bought it and bought the warranty. I could not buy the chair that was at the store I had to go to the warehouse in North Little Rock to pick one up. I got it home and put the back on it and the handle( it was manual) recliner. I sat in it and began to swivel and rock it made a squeaking noise. I called the store at 10:00 the next morning for the 1st time. I have made several phone calls and finally they sent a tech out September 10. The tech took the chair apart and tried to replace the part that they thought might be broken.. It was the wrong part. ****** which is no longer there had told me they were ordering a new base but that is not what they did. The tech stated the base was too small for the chair so he put the chair back together and left. Didn’t hear anything from Hank’s until I went to the store on October 25 and ask them if they had forgotten about me. Stated a tech would be out next week with another part. Never came or heard anything until November 4. ******* which took ******** place called and said they were trying to find a chair and take the part off of it to put on my chair. I told him I would give him a week. If not corrected I was going to file a complaint. I haven’t heard anything else from them and today is November 20. I would like to have a new chair not a part off of another one. After all I did pay for a warranty. Thanks and any help would be appreciated.

  

  Business Response

  Date: 12/10/2024

  Hello,
  
  We are thankful for the business of *** ******* We have decided to honor her request for an exchange of product instead of just fixing the base of the chair.
  
  Thank you,
  Hank’s Fine Furniture

  Customer Answer

  Date: 12/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******