Complaints

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:07/16/2024

  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.

  I originally purchased a Southern Motion loveseat and sofa set on June 29, 2023 for $4200.00. Upon delivery, the sofa required immediate repair to framing. Since then my couch and loveseat have shown signs of defective material with delaminating/separation and the loveseat suffered a tear just 2 weeks beyond the 1 year manufacturer warranty. When I reached out both store and manufacturer (southern motion) are wiping their hands clean on the situation. Material is already discontinued and theres nothing to be done repair wise now since reported 11 days past the 1 year ***** Just bad business all around. Now I have 1 year old furniture that is not repairable and it cost me over $4k. Save your money and take your business elsewhere.

  Business Response

  Date: 07/17/2024

  ********************' loveseat was delivered to him on July 6, 2023.  ******************** first contacted us regarding an issue on the lower back of one of the seats on the loveseat on July 11, 2024. His issue appeared to be an abrasion of some sort.  Upon contacting the manufacturer, the fabric has been discontinued and parts are no longer available.  The manufacturer's warranty on fabric is one year for material defects.  The warranty does not cover accidental damage.  The abrasion would not be covered by this warranty even if it was reported within the 1 year time frame.  If the fabric was available, we would be able to get the part and repair it at a charge to ********************.  However, the mill is no longer making the fabric.  ******************** went on to report other issues that he had on his sofa.  He neglected to report any issues within the warranty time period, therefore, no warranty coverage or parts are available by the manufacturer.  

  Customer Answer

  Date: 07/17/2024

   I am rejecting this response because:
  

  I acknowledged the warranty year was closed when discussing with store personnel. When asking if any other repair would be possible to the headrest (at an acknowledged additional cost) by Hansen's repair technicians, I was informed I would void all warranty on the loveseat if any part was modified. I was told my best option would be to buy a new item. So any repair attempt to the damaged material, would void all remaining warranty on framing or electrical for the loveseat.

  
  

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair 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.

  On 3/14/24 I purchased a recliner that needed to be ordered and delivered.I was told the delivery would occur in ***** days. I followed up numerous times on my order status, within the 90 days and was told to wait the ***** days. I requested to cancel the order and asked for a refund around the 60 day **** and was told no. On 6/20 I stopped by the shop and talked to Mr. ********************** and he told me it would be delivered in 2 weeks. I have still not received the recliner I ordered 117 days ago.

  Business Response

  Date: 07/17/2024

  Unfortunately, Lazboy has been having some supply chain delays as most companies are within the furniture industry, auto industry and flooring industry.  

  We have since received her recliner and will be delivering it to her on Saturday, July 20th.  

  I apologize for any conveniences this delay has caused.  We are hoping these supply chain issues will resolve soon.  

  Thank you so much for your business *****************!

  Sincerely,

  ****** Hansen *****

• Initial Complaint

  Date:05/24/2024

  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.

  My husband and I went to purchase a couch there on 4/14/23 at their Modesto store. I had just came out of being in a wheelchair for 5 months. I ordered the couch and they said it would be here in 4 to 6 weeks. I told them I really needed it because my couch was shot because I had to sleep on it for those 5 months. I waited that time and then I started to call them to find out when it was coming and I got a different excuse every time. They said there was a shortage of the material then they were behind, then they didnt have anyone to bring it from the manufacturer. Getting up and down from my couch was hendering my recovery. They had closed there Modesto store so we made a trip to the ****** store to get our money back. The owner ****** was not there so they wouldnt help me. Finally in January my ************ said I could file a dispute so I did and I told them that. It took a while then the ************ said they couldnt do anything because it was a promotional check same as cash. So we made another trip to ****** and ****** refused to give me my money back because she said I had disputed it and they had to look into it. She said they would deduct 25 percent because I cancelled it but I didnt cancel it we never got it. ****** is an hour each way. I keep calling and leaving messages and she wont call back and they dont answer my calls. We used another phone this week and talked to her and she said she would call me the next day and she didnt and they still wont answer my calls. We had to buy another couch somewhere else and we want our money back. She just keeps lying to us we went there 4 weeks ago. It doesnt take that long to figure it out the secretary looked up the amounts.

• Initial Complaint

  Date:04/20/2024

  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.

  I bought 2 recliners in February 2024. They are still not here! I called there are shipping issues. Called again now its supply issue. I am out $2,200.00. They dont answer the phone either.

• Initial Complaint

  Date:04/09/2024

  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.

  Me and my wife bought a set of couches from hansens over a year ago, we have had nothing but problems with this store we received the love seat and recliner but not the sofa we were told it was on the way, a few months go by and still nothing, then we were told that the manufacturer stopped producing the leather that was supposed to go on the couches we then went into the store and was told we could select new leather and have them redone was told it wouldnt be too long so we did at that time they let us hold onto the set that we got the love seat and recliner, well months have gone past and nothing no word we had to call numerous times and was told the same thing should be here the next 45 days so we patiently waited so we gave them that time and called back still no word they keep saying they havent shipped it yet well at this point me and my wife are Frustrated we then ask for our money back, which they said that they couldnt do that and instead gave us a discount and again told us give it another ***************************************************************************************** and my wife are tired of waiting its been over a year and couple months that we havent received our furniture this is ridiculous and absurd that we even have to wait that long!

  Business Response

  Date: 04/16/2024

  We greatly apologize for the inconvenience of the delay in you receiving your complete order.  I just spoke to ***************** on the phone today, 4-16-24, and explained to her that the manufacturer has a leather delay on the leather that they selected.  Our manufacturer plans on receiving it mid May.  They then will produce the furniture right away.  I let her know that we should receive it by early June.  I let her know that I will be in contact with them as soon as we receive the furniture to be sure to get it delivered to them right away.  

  Thank you, ****** Hansen *****

  Customer Answer

  Date: 04/18/2024

   I am rejecting this response because:
  We have been waiting so long now that I really just want our money back is how I feel. I am over waiting this long. I will give it till the following month of June if we dont either receive our furniture or our money back in full I will have to take it a step further and put a stop payment and go the legal route I dont want to resort to that I rather just handle it without the means of going that route but at the end of the day they know waiting a year plus for an item(s) is not acceptable. Hopefully this will get resolved 

• Initial Complaint

  Date:03/01/2024

  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.

  Purchased my couches on 7/29. On the receipt is provided for a ***** week delivery. Numerous calls were made and the front desk kept saying i had to wait another 45 days, my purchase was final sale. I threaten to *** and she said that is my choice. The last time I called, 1/4/24 I was offered a reduction of my balanced owed. With another 45 day extension. Copy of Text received. Its now 3/1/24 and not furniture. I would my refund plus interest. I also would like Hansen Furniture credit inquiry removed from my credit report.

• Initial Complaint

  Date:02/24/2024

  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.

  I purchased a 3 piece single electric recliner, loveseat console and manual reclining sofa from Hansens Furniture in ****** ** from Matt ********************** on May 19, 2023. They have on their invoice that it would take 8-10 weeks for delivery although they told me it would take ***** weeks. I received no communication or calls from them about any type of delay or change in delivery. I left several messages and never received a call back. I went into store several times to be told it was coming in 1 month. After that month went by I went back again and no arrival of furniture. I was told it would be taking another month possible after the holidays to receive due to weather. After finally initiating a payment dispute from my bank and **** charges ****** ********************** called me very upset that my bank had taken all the $ out as if I wanted couches. I had asked for refund but was denied and told it was a final sales and couches were made. Needless to say I asked for a refund and waiting to hear back from my banks in hopes this will be settled. Please see the attached letter as well for additional details.

  Business Response

  Date: 02/25/2024

  Thank you for contacting me with your concerns.  Unfortunately, like many other industries, the furniture industry is still having supply chain delays.  The time frame that we gave ****** was the time frame we were given by the manufacturer.  I apologize for the delays in receiving the furniture.  When we found out that the furniture was going to be a long delay, we gave her a $540.00 discount for the troubles.  Her furniture has arrived and I have contacted her to try to deliver it, but she no longer wants it.  She has contacted her bank to get her money back and they have taken it out of my bank account plus the $540 discount I gave her.  Therefore, she has $540 more than she paid for her furniture.  I have attempted to resolve the issue by giving her a discount for which she took but she does not believe that was enough.  Thank you, ****** Hansen *****

  Customer Answer

  Date: 02/26/2024

   I am rejecting this response because:
  
  I have not received a full refund for my purchase for the 3 piece couch set purchased from Hansens Furniture. My financial institution and credit card company have not received a response from Hansens to refund the funds. At this point, there is no return of funds to my accounts. This needs to be resolved in order to settle my case. Until I see these transactions in my account this will be ongoing or be escalated. 
  
  Best,
  ******

  Business Response

  Date: 02/27/2024

  The credit card company removed the money from my bank account on 2-20-24 for the full amount which is $540.00 too much being that I gave her a $540.00 refund on 11-25-23.  I am not sure why her bank has not credited her account being that the money has been removed from mine.  ****** will need to contact her bank regarding that because I no longer have the funds.  Again, I have the furniture that she special ordered to provide her with, but she has cancelled with her credit card companies.  

  Thank you,

  ****** Hansen *****

• Initial Complaint

  Date:12/18/2023

  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.

  On June 30, 2023 I purchased a sofa and love seat from Hansen's Furniture in ******, **********. Also included in the purchase was a warranty plan (Pure Plan) and delivery charges. The purchase was made in person at the store and the salesperson completing the sale was owner ***********************. The furniture purchased had an estimated delivery of 8 to 10 weeks. After receiving no contact from Hansen's, on September 8, 2023 my wife called Hansen's to ask when the furniture would be delivered. My wife was told it would be another 6 weeks due to supply issues. On October 20, 2023, my wife called Hansen's to ask when the furniture would be delivered and was told it would be another 6 weeks, at which point my wife asked if we could cancel the purchase and get our money back and was told no because the purchase was made and was still on order. This additional 6 weeks have came and passed. As of December 18, 2023, we still have not received the purchased furniture and have never been contacted from Hansen's sales staff regarding this purchase. We have done business with Hansen's in the past with no problems noted but the Ownership has changed hands since our previous purchases. Prior to this purchase we believed that this was a high quality store but now obviously there is something wrong in the way Hansen's does business. I have recently looked up reviews on Hansen's and found many similar complaints to mine. Unfortunately, I should have checked the reviews prior to making this purchase.

• Initial Complaint

  Date:11/20/2023

  Type:Delivery 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.

  On September 28 I ordered a sofa. Payment was required in full immediately with the promise that the sofa would be delivered in 2-3 weeks. In the meantime I have contacted them 3 times, and was told it would take another 2-3 weeks the first time. The second time they said another two weeks, the third time they said another week. That was two weeks ago. Its now been 7 weeks total since the purchase. I asked for my money back so I could purchase elsewhere, but they said the money is not refundable. Since the original date I have had two events in my house and only two chairs in my living room. They have not ever contacted me to give me an update. Now Thanksgiving is upon us and I still dont have a sofa. Thank you for anything you may be able to do to help

• Initial Complaint

  Date:10/31/2023

  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.

  ******************************* Account ending ***************, 2023 Went in person to Hansens Home Furnishing Center: ***************************************************************. Down payment for a Recliner amount $539.35 on May 25,2023 given to salesperson and store ************************************ Called **** told recline had not been ordered yet, decided to upgrade recliner went back in on May 30,2023 left with **** again another $161.81 receipt states delivery 8 weeks. I will pick it up at ******* Store. 7/1023 Called ******* Hansens Store told Recliner not in another 3-4 weeks.8/823 Called ******* Hansens Store told Recliner not in another 2-3 week.8/31/23 Went into the ******* Hansens Store spoke with a salesperson (male) told not in yet another 2-3 weeks. Asked what happens as ******* Store is closing, told they may deliver it.9/5/23 Spoke to ****** at *********** store sill no date for recliner maybe another 2-3 weeks: asked to cancel order, told had to pay 25% cancellation fee. Asked where to pick up when comes in told must drive to Atwater store.10/7/23: 11 AM ****** ********************* called Hansens spoke to ***** told another 2-3 weeks Asked to speak with Matt *********************** told he was with a customer, he would call *******/7/**: 2PM Husband called Hansens in Atwater again, NO ANSWER: Left message asking for call back.10/7/23 3:30PM Husband called Hansens in Atwater again, NO ANSWER: Left message asking for call back.