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. has 12 locations, listed below.

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  Hank's Furniture, Inc.

  5708 Warden Rd Sherwood, AR 72120-6070

  
• 

  Hank's Furniture, Inc.

  5704 Warden Rd Sherwood, AR 72120-6070

  
• 

  Hank's Furniture, Inc.

  1000 S Bowman Rd Little Rock, AR 72211-3712

  
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  Hank's Furniture, Inc.

  401 S Poplar St Searcy, AR 72143-6017

  
• 

  Hank's Furniture, Inc.

  3926 Central Ave Hot Springs, AR 71913-7211

  

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:07/07/2023

  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.

  Contacted Hanks Furniture due to my love seat being damaged. A technician was sent out and informed me that the furniture was not fixable. I never heard back from anyone about my complaint or the decision made by the technician. I contacted the store numerous times with no callback and emailed David *******, who stopped responding to my emails completely. I entered the store after almost two months of trying to get this settled and was told that the store manager was on vacation and upon his return I would hear from him about crediting my account since it was finally a store-level issue. I have yet to hear back from anyone. Again, this has been 2 months or more. I have yet to have the furniture replaced or credited. I do have email correspondence ready for view.

  

  Business Response

  Date: 07/10/2023

  Hello,

  Our service tech was sent out on June 2nd and it was determined that the piece of furniture wasn't fixable. We have contacted the vendor requesting a credit for a swap out and are waiting for the confirmation for said credit from the vendor.

   

   

  Thank you,

  Vanessa ***** 

• Initial Complaint

  Date:03/15/2023

  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.

  We are still waiting for a table that we bought on MARCH-29-2022 Model #********** Bernhardt #******* price $798.98 the salesperson name ***** *****, ONE YEAR OF WAITING IS ENOUGHT. we DO NOT want our money back we want the bedroom COMPLETE. Last week they brought us the WRONG Table-they took back and we are waiting from the call. No one's call us.

  

  Business Response

  Date: 03/17/2023

  Hank’s values and appreciates customer purchasing with us and apologizes for any inconvenience caused by the delay in the delivery of his nightstand, followed by the delivery of the incorrect nightstand.  We are pleased that he is so satisfied with his bedroom set that he will not consider any other alternative.  Therefore, his purchasing store has arranged an exchange for his desired nightstand which shall take place this weekend.  Customer advised that he is satisfied with this resolution.  Thank you.
  
  

• Initial Complaint

  Date:08/17/2022

  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.

  My wife (******** ******) and I bought a living room set from Hanks in early June 2022. We were told everything was in stock. Then, as we made the purchase, we were told two pieces needed to be ordered. We were told it would be a couple of weeks before the items would arrive. After a few weeks had passed, with no communication from the store, we call to inquire if the items had arrived. We were then told that they were waiting on another piece to arrive and that it would be in by the end of July. When the end of July arrived, again with no communication from the store, we called and asked if our furniture was in. We were then told that they were waiting on TWO pieces. We were told something had come in "damaged" and had to be returned and that it would be in stock on August 12th and delivered on August 13th. We still have not received our furniture nor have we gotten a manager to return our call. We have called several times and have been told a manager would call us back. We have already paid in full, paid for the delivery, and even bought the extended warranty. If a manager does not call us back immediately, we will be asking for a refund, as well as calling corporate to file a complaint.

  

  Business Response

  Date: 08/18/2022

  Hank’s values and appreciates our customers; and wants their buying experience with us to be a good experience.  Therefore, the manager of the store sat down with customer (wife) and explained everything to her from A to Z.  He showed her on the computer where her sofa was linked to purchase order; how we schedule trucks and how that would affect her delivery, etc.  The customer seemed happy with this resolution and was notified that her furniture should be here in ten (10) days.  Thank you.

• Initial Complaint

  Date:07/21/2022

  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.

  We purchased a complete sofa sectional that was not a cheap from Hanks Furniture in Harrison Arkansas. We needed it soon and inquired if we could take the floor model and was told Hanks never allows that. (ha not true). Hanks said it would be about 4 to 6 weeks for delivery and we agreed. We paid in full. (Big Mistake). 6 weeks pass and was told some parts of shipment still in California. We was advised that some pieces did come in but would have to wait. I told them we had a large party of people coming to visit and our present furniture was no longer available. I needed that set ASAP. A. week later still no sofa. Called again to tell them I will cancel order. Now I am told I could take a sectional piece of that forbidden floor model section that was still not shipped to complete the deal. We agreed. 4 days later we noticed a tear in one of the sectionals. We have made at least 8 calls and told many promises that have yet to be fulfilled. Excuses after excuses and failed return calls. Not once in this entire process did Hanks ever call for an update on anything. I want my sectional that is torn replaced.

  Customer Answer

  Date: 07/22/2022

  We purchased a complete sofa sectional that was not a cheap from Hanks Furniture in Harrison Arkansas. We needed it soon and inquired if we could take the floor model and was told Hanks never allows that. (ha not true). Hanks said it would be about 4 to 6 weeks for delivery and we agreed. We paid in full. (Big Mistake). 6 weeks pass and was told some parts of shipment still in California. We was advised that some pieces did come in but would have to wait. I told them we had a large party of people coming to visit and our present furniture was no longer available. I needed that set ASAP. A. week later still no sofa. Called again to tell them I will cancel order. Now I am told I could take a sectional piece of that forbidden floor model section that was still not shipped to complete the deal. We agreed. 4 days later we noticed a tear in one of the sectionals. We have made at least 8 calls and told many promises that have yet to be fulfilled. Excuses after excuses and failed return calls. Not once in this entire process did Hanks ever call for an update on anything. I want my sectional that is torn replaced.
  
  

  

  Business Response

  Date: 08/02/2022

  Hank’s values and appreciates customer and is working towards a resolution with customer.  We apologize for any inconvenience customer has experienced due to the delays in delivery that were caused by supply chain difficulties.  His new sectional piece has arrived, and we will swap out his new piece for the floor model in his possession.  While we do not sell floor models until the line is discontinued, we frequently loan out floor model furniture to customers to alleviate some of the inconvenience of inordinate delivery times.  We have notified customer that we will be exchanging the pieces on Friday and customer seemed to be satisfied with this resolution.  Thank you.

• Initial Complaint

  Date:06/20/2022

  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 bought a loveseat chair and ottoman two months ago I was told I would receive the products within 2 weeks it has been 2 months and they keep promising they would call me and do not I'm still waiting to receive the loveseat and only getting promises when I have made a down payment of $600

  

  Business Response

  Date: 07/06/2022

  We appreciate customer shopping with us and apologize for any inconvenience she has experienced due to the delays in the supply chain affecting shipping.  However, customer's items were received yesterday and she will be contacted by the store to set up delivery of same.  Again, we appreciate customer and hope she will fulfill her future furniture needs with Hank's.

  Customer Answer

  Date: 07/09/2022

  
  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:05/15/2022

  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 furniture and furniture insurance. The sofa was delivered with a tear (November 2021)-Hank's Furniture was notified immediately. The provided insurance form and photos were submitted the day the forms were received. After many emails and phone calls the store stated a new arm would be ordered. A few weeks later the motor to lift/lower the foot rest on the same side as the tear completely stopped working, leaving the foot rest in an up position. The store sent an employee to try to fix the motor-he could not. Hank's stated a motor would be ordered with the arm-that occurred in January 2022. The store has stated repeatedly the part has been ordered with no results. As part of the same purchase order a bed frame was delivered in March 2022 with missing parts. I was required by the store to pay cash to the employee for delivery and installation-the employee left without installing the bed and left all the parts of the bed in my bedroom. Repeated attempts to procure the missing parts for both the bed and the sofa have been made without ANY results.

  

  Business Response

  Date: 05/24/2022

  We appreciate customers and apologize for the any inconvenience they have experienced in the repairs of their furniture. A new motor and armrest have been ordered to repair the sofa; a new headboard and footboard for the bed have been ordered, as we cannot exchange rails on a special-order California King. Our vendor is waiting on the parts and will send them to us, upon receipt of same. At that time, the store will call customers and set up an appointment to complete the repairs. We also cannot exchange items without the consent of our vendors, and most of our policies regarding exchanges and refunds are based on the warranties that the vendors have with our customers. The problems we are having with our suppliers, vendors, manufacturers and delivery companies are being experienced globally, as the worldwide pandemic is still affecting all facets of the retail market. Again, we apologize for the inconvenience and will continue to work with customers to improve their buying experience. Thank you.