ComplaintsforHank's Furniture, Inc.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought a sectional from Hanks in Oct 2023. One of the recliners quit working. This was almost 4 months ago. Supposedly they ordered it a month ago. Still not fixed. When we bought it we even bought extended warranty. All I ever hear is it’s being shipped. All we want is our furniture fixed.

  

  Business response

  07/22/2024

  We are sorry for the delay on repair. this part is coming from an overseas vendor and does typically take 3 months to come in, but the office manager should have done a better job keeping the customer updated. the part shipped with a container that we received Friday the 20th. we will reach out to the customer to confirm a good day for service 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As a customer who recently made a purchase from Hanks Furniture, I am deeply disappointed and frustrated with the unacceptable level of service I have received. I acquired a recliner from Hanks Furniture on May 27th, and despite being informed that the delivery would take a week, the chair was not only delivered in a damaged box but also in a severely compromised condition. Upon inspection, it became evident that the recliner had been crushed, causing it to lean significantly to the right and produce disturbing sounds when in use. When I contacted Hanks Furniture to address this issue, I was met with a series of unhelpful and unsympathetic responses. Initially, I was informed that no returns were permitted, and I was advised to wait for a service technician to assess the damage a week later. Despite my insistence that the chair was irreparable and my refusal to accept this unacceptable resolution, Hanks Furniture persisted in denying me a refund or replacement. Their customer service representatives even went so far as to suggest that I was at fault for accepting the damaged chair upon delivery. After numerous attempts to resolve the matter, I was eventually instructed to return the recliner to the store for inspection by their service technician. However, I was misled about the technician's availability, as I was initially told he could assess the chair on the same day but later informed that I would need to wait an additional week. This deceptive and uncooperative behavior from Hanks Furniture is inexcusable, especially considering I had purchased their extended warranty with the assurance that any future damage would be covered. Despite all these assurances, they are now refusing to refund my money for a damaged and unusable product. I am utterly dissatisfied with the lack of professionalism, honesty, and customer care demonstrated by Hanks Furniture throughout this ordeal.

  

  Business response

  06/17/2024

  Hello,

  This customer called the store on 6/7/2024 stating that his recliner that he picked up seemed like it was leaning to one side, and he was unhappy with the way it way made. Our staff advised they would start a service order and have our service technician come out to take a look at it. Or if he preferred (Our store manager **** was there that day) he could bring it to the store and **** could look at it.  The customer brought the recliner to the store after **** had left and was informed that **** would take a look at it next week, the customer agreed and left the store.  **** came on Wednesday 6/12/2024 and informed me that the mechanism was bent and to order a new one.  The parts order was placed on 6/12/2024 with ******** and we are waiting for it to ship. ETA on parts like this are a minimum 4-8 week turn around unless we get notice from the manufacturer that it will be prior to that. This customer can contact our store manager.

   

  Thank You,

  Hank's Furniture 

   

  Customer response

  06/18/2024

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

  Nobody has contacted me about this. I learned about it here while responding to a complaint. 
  It is rediculous to have to wait this long fir a piece of furniture. I needed the furniture fir a family member that was coming to see me so I had to purchase it elsewhere. Please refund the money I paid for the chair. 
  Sincerely,
  
  **** *******

  

  Business response

  06/18/2024

  Hello,

   A refund will not be granted per our store policy and appropriate protocol. Our staff notified you of this and will also contact you once the parts have arrived. Should you have any questions or further concerns, please contact our staff at the store.

   

  Thank you,

  Hank's Furniture

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 10, 2023 , I went to the store to look at mattress and box spring. I told salesman I could not use thick ones as that would make the bed too high for me. He measured the 2 pieces and gave the numbers to me. I asked if it turn out to be too tall could I return it . He said yes as long as it was not soiled. He said I could buy a mattress cover to insure it would not get soiled. I said I already had one.. I paid for it with my ******** Mastercard. Said I would have someone pick it up for me. The pieces were not in the store He said he will call me by Wednesday as to when we could get it. I did the measurement . It was too tall. I called them in about 3 days and cancelled the order but they never called ******** and they never called me to pick it up. I reported it and wrote several letters . Hank's told them I asked them to hold it for me, which I never did. I cancelled it Time gave out for me with the dispute with ********. Hank's said they would give me 50% back and keep the merchandise. I said no. I am 85 years old and that order was half of my monthly income. I need all of it back. Thank you. ******** ******* .

  

  Business response

  05/21/2024

  Good afternoon,

  Per our policy- We will be charging the customer a 25% cancellation fee. The amount that will be refunded to her credit card $524.98. We have tried to contact the customer via telephone multiple times with no response. We need to confirm her credit card information before processing her refund. Please contact our staff at the Pensacola location *************.

   

  Thank you,

  Hank's Furniture 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a ******** bed and dresser from Hanks in Conway. I paid half down on December 17 and the other half on December 29, both payments at $1,161.69 for a total of $2,323.38. We did not have the bed delivered until February 3rd due to a delay in closing on our house. Within 2 weeks a few slats snapped and the side of the frame was splintered. It took another 3 weeks to get new slats, that was only after I called to get a refund and the general manager, ******* told me we had to have been doing something to intentionally break it, we weigh to much, and that in general it was our fault. His only solution was more slats or concrete blocks under the bed, neither which fix the frame. We kept our mattress on the floor until we fully moved into our house, April 29th, and put the bed fully together with the new slats. Today, May 10, the frame/raul completely broke along with another slat. My husband went up and talked to ******. ****** told him his pictures were blurry so I sent my husband better ones. After the better pictures, he said he has no parts in stock but would have one in a 10-12 weeks for a hundred bucks, but our warranty covers repairs and replacements for 3 or 5 years. He then insinuated we intentionally broke the bed (i.e, jumping on it, standing on it, "being too rough", having too much weight on it. He refused to offer any other solution.

  

  Business response

  05/15/2024

  Hello,

   Our store manager explained to this customer that we would need 8-10 weeks on getting approval from the vendor. If the vendor denies exchanging the rails/slats, it would be $99 for a new set. Unfortunately, there isn't any way to expedite this decision from the vendor. Please feel free to reach out to the store manager, *** for further assistance.

   

  Thank you,

  Hank's Furniture 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a recliner on 02/17/2024 at the Panama City, FL location. Salesman told me the new recliner would match a recliner I had previously purchased from same store. When delivered, it was apparent that the new recliner did not match. I immediately called the salesman to let him know the new recliner was the wrong color. He said he would need to let his store manager know, but he was not in until the following Monday. The salesman called the following Monday and asked for pictures of the two recliners. I sent the pictures. I did not hear anything from the store. I emailed a few times and was told the issue was being worked on with the manufacturer. Nothing has been done. I have a new recliner with the tags still on that cannot be used.

  

  Business response

  05/13/2024

  Hello,

  Please contact the store manager for further assistance on this matter. The customer has been informed of out process on exchanging merchandise.

   

  Thank you,

   Hanks Furniture 

  Customer response

  05/15/2024

   
  Complaint: ********
  
  I am rejecting this response because:  I have communicated with the employees of the store several times by phone and email.  I was told several times that they were going to talk to the store manager about my issue with the recliner.  The store manager never contacted me.  They never told me anything about their policy for exchange or refund.  They said that they were working with the manufacturer regarding the recliner.  
  
  Sincerely,
  
  ****** ********

  

  Business response

  05/16/2024

  Hello,

   The manufacturers decision is that this recliner is not defective, and the shade of the fabric is correct.

  Again, feel free to contact our store manager directly.

   

  Thank you,

  Hanks Furniture 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I bought a leather sofa, loveseat and a chair from Hank’s. We also purchased the coverage to protect our items. The furniture was delivered in September 2023. We noticed the right side of the sofa and loveseat were leaning and appeared damaged. We contacted the store and they couldn’t send anyone out until November 27, 2023. The man inspected both items and determined they had been damaged in shipment by stacking them on the right sides. He said he had to order parts and it would be received in approximately two weeks. Now the office manager tells us it will be received in March 2024. We would like a refund for these items. We spent $8,000.00 at hanks and feel we are being taken advantage of by these created delays. The office manager said it was now coming in on a freight from overseas. Please help us.

  

  Business response

  01/26/2024

  Hello,

  A refund at this time will not be issued. Hanks Furniture has been in contact with the customer regarding these issues and will be following proper protocol. ETA on the parts to repair their merchandise will be delivered on 3/11/2024. Please reach out to our staff for further information.

   

  Thank you,

   Hank's Furniture 

  

  Business response

  01/29/2024

  Hello,

  As mentioned in the previous response- The ETA from the vendor is 3/11/2024. Once those parts are received, our staff will be in touch with this customer to schedule an appointment for the technician to come out and service the repair. There are no further updates as of today. 

   

  Thank you,

   Hank's Furniture 

  Customer response

  01/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: We paid for new furniture and now we are supposed to accept a repaired sofa and loveseat. This is not new furniture. I am entertaining alternatives options. Hank’s is selling damaged goods for brand new prices. Plus they are not sure if they will be able to schedule a technician. 
  
  Sincerely,
  
  Evelyn ******

• Initial Complaint

  12/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Me(******** ****)and my boyfriend(**** ********) got a bed and adjustable bed frame from your store in Conway, AR. My boyfriend had ordered for the bed to be delivered November the 30th we told the sales lady we went through that we would have the keys to the apartment we were getting till 4:00 or 4:30 that day she said she could put everybody else’s delivery before ours but not one employee or manager asked us if we would like to change it to another day because there would be a second delivery fee needed if we where where not available. The delivery was delivered before 4 and we had not got the keys to our apartment yet. So they canceled our delivery and when I got on the phone with the location in Conway they proceeded to finally tell us that a second delivery fee of 99$ would be needed. I feel that that is unacceptable given the fact no one is that fact. If she would have told us that there was no way to get the bed delivered after 4 then we would have of course changed our delivery date. Now we are out 99$ and I have to drive to North Little Rock tomorrow and figure out how to set it up myself.

  

  Business response

  12/04/2023

  Good afternoon,

  Hanks Furniture has contacted this customer in regard to the secondary delivery fee (which the customer did NOT pay). This is standard delivery policy for our company, and this was also explained to the customer.

   

  Thank you,

  Hank's Furniture 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8-18-23 my husband and I went to the business and paid$2272.13 for furniture. They had part of the furniture in stock at the Texarkana store. They could get that delivery to us the next day and the rest in 10 days. This all came from the manager of the store ******* ******. He told us we would need to pay the delivery people when they brought the 1st delivery for the delivery. It was $110.00 of which we did pay. 2 weeks went by and no communication so I called and asked when the 2nd part would be delivered. ******* looked it up on the computer and said part of it was at the store. It wasn’t I found out the next time I called. He then told me that it would be there the following week. No commission I called again. He then told me it wasn’t there and if it didn’t come the following week that he would come and get the furniture that had been delivered and refund my money and the delivery fee. They did come days later to get the furniture. A couple of weeks went by and received the check for the furniture but not the delivery fee. I gain had to all him about the delivery fee. No help so I called corporate. Soon after I received a call from ******* and he said he would get the $110to me if he had to give it to me personally and gave me this week as a deadline. I called today, and he said I wasn’t getting $110 back and I should quit bothering him. I said so you lied and he said he had just changed his mind. I want my $110.00.

  

  Business response

  10/12/2023

  Good afternoon,

  The full refund has been issued to this customer. 

   

  Thank you,

   Hank's Furniture 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We originally purchased our 5,400 sectional in December of 2022 with a estimated delivery of 4-6 weeks. We continuously called for updates and was told we would be called back but never was. Finally the end of April. There was a mix up of delivery which caused us to sell our current couch to make room for new but then the new never showed up and was never notified. After calling they said something about the couch was delivered the wrong place and we could get it that day but we'd need to pay for delivery. Since delivery was already on our bill they would give us a credit. It took 4 months to get the credit processed started. Meanwhile 6 weeks into have the couch a motor already needed to be replaced and it has still not been fixed 2.5 months later. Now we have another section of our couch that the electric isn't working. $5,400 for a couch and and 2 out of 4 electric chairs isn't working 4 months in.

  

  Business response

  09/05/2023

  Hello,

  
  We regret to inform you we have not received any updated correspondence on the arrival times of the parts from the vendor. We apologize for any inconvenience and will continue to request further information regarding this matter until an update is given on the ETA. Our staff will be in contact with the customer as soon as the parts arrive in store.
  
  Thank you,
  Hank's Furniture 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an adjustable bed for my disabled father near October of 2022. By February of 2023 the adjustable base stopped working. I called the store and was emailed some forms to complete. I promptly completed the forms and returned them the same day. After months of back and fourth and excuses after excuses the issue still has not been resolved. They sent a tech out, he stated he would order the part, then no one reached out to us. I called a month later only to be given more excuses. I called again two weeks ago and was told the part had an ETA of 14 days. It’s two weeks later and still no one had reached out to me. I will attempt to call again but I know it will be the same excuses. It’s been nearly 8 months now and he still doesn’t have his bed repaired. We paid extra for a warranty that isn’t being upheld.

  

  Business response

  08/28/2023

  Hello,

   The motor to repair this customer's bed had an ETA of 14 days. We have contacted the manufacturer on the ETA of when the new motor will arrive since there has been a delay in arrival. Our staff at Hank's Furniture will contact the customer once the motor has been received and ready to install.

   

  Thank you,

   Hank's Furniture 

  

  Business response

  09/12/2023

  Hello,

  The latest update from the vendor on delivery is the 2nd week of October. Again, we apologize for any inconvenience and delays. Our staff will be in contact with this customer upon the arrival of delivered parts.

   

  Thank you,

   Hank's Furniture 

  Customer response

  09/12/2023

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

  Nothing has changed and the delays in repair/replacement for a warrantied product are continuous with no present resolution.

  
  Sincerely,
  
  Sara ******

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