Complaints

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

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  Hooker Furniture

  440 Commonwealth Blvd E Martinsville, VA 24112-2040

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  Hooker Furniture

  2005 Greenbrier Ave SE Roanoke, VA 24013-2651

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:11/06/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 have tried to get a cushion quality issue resolved, (since April 2024) and although my initial request was granted, and I was hopeful it was resolved. Unfortunately, I continue to have the same quality issue with my sectional. I was basically told "too bad so sad". That I would have to pay for any further adjustments. For the record, I have had a problem with the cushions since day one. they have all the documentation and photos etc. I have repeatedly asked for a management person to call me, and for some unknown reason that has not happened. There are probably 20 back and forth emails and the last email was totally ignored. I am a long-time customer of the Hooker brand, and my house is full of *** *****, ********** ***** and Hooker furniture. My one and only complaint was about my last purchase, the Carmel sectional. I even sent an email to the CEO ****** **** on October 2nd, and have not received any reply

  Business Response

  Date: 11/07/2024

  Good morning.  The end consumer of this item never asked for management to call her.  She was asking for the sales rep in her area to call her.  We have went above and beyond with replacing her cores to start and then adjusting the ones that she had the second time.  We require all warranty issues be handled through the dealer the purchase was made through as they have all information that is needed to handle and the dealer sets up any repair services/replacements that are needed.  Our sales rep and quality department did a thorough investigation and found that there were no issues with this.  As said previously, we replaced the cores one time and sent a tech out to add additional fill the second time. We advised the consumer that we could not replace the cores again because there had been no quality issues found so any replacements would be at a charge.  Thank you! 

  Customer Answer

  Date: 11/08/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. As you can see from the attachment from one of my many emails, I did indeed ask for a management person to phone me regarding this quality issue. Secondly the "cores" were NOT replaced. The very nice repair person told me he added some filler to the existing cushions. He also called the customer service department (while in my home) and took photos of an additional issue I have with the back cushions..(that inquiry was totally ignored) I did not pursue that, because the seat cushions are more of an obvious quality issue. You cannot sit on my sofa without it looking like a crumpled mess, and at this rate will wear out very quickly.  Regarding reporting my issue with my "dealer" you should be well aware that the "dealer", ******** in ********** ******* went out of business (owners retired), after my purchase. At that time, before I even received my sectional, I contacted Hooker who assured me that if I had any warranty issues they would be handled through Hooker directly.  I will reiterate that my home is full of Hooker furniture,(two sofas, two club chairs, leather recliner, sofa tables) so I felt confident when purchasing my $8,000 sectional that Hooker would stand behind their brand. I see now from other consumer reviews, that their quality and obviously customer service is beyond lacking.  At this point they should replace or refund my purchase. Feel free to come to my home and sit on my sofa, and let me know if you would be happy with your purchase. Regards, **** ******** 

• Initial Complaint

  Date:02/05/2024

  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.

  Purchased this $3,000 table with a one-year warranty from the manufacturer. This table is now peeling and cracking on the top of the table. This table has been used two times since receiving it in September 2023. Hooker Furniture is refusing to honor its one-year warranty. This table has been in my possession for four months well under one year. I am demanding they replace or repair this table. I have followed their cleaning instructions for this unit.

  Business Response

  Date: 02/05/2024

  Good afternoon.  Could you please send in some additional information for me to ******************************* and put attention ******* in the subject line.  I will need the information for the dealer you purchased from as well as a copy of your bill of sale.  I also need full photos of the table as well as close ups of the areas in question.  I apologize you have had a hard time with this situation.  I will be happy to work with you on this to get a resolution for you.  Thank you!******* Consumer Support ManagerHooker Furnishings

• Initial Complaint

  Date:08/01/2023

  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.

  I purchased a sofa-sleeper from ****** on 7/25. The sofa had a defective part (a wheel). The wheel instantly failed, scratched my floor and now the sleeper part does not function as it should. I called the company simply seeking a replacement part, they refused. I also feel they should compensate for the damage to the floor.

  Customer Answer

  Date: 08/07/2023

  I can also provide a copy of the receipt if needed, but this is the sofa I purchased.  I called the number listed in the description "###-###-####".  The customer service representative confirmed the sofa was made by their company Hooker Furniture headquartered in ********, but stated that "because it was a new purchase" there was nothing they could do.  I pressed saying this was a warranty issue, they disagreed and emphasized they could and would do nothing.  The wheel provided was defective and broke at first use.  This isn't a seller (******) issue -- this is a manufacturing issue.

  Business Response

  Date: 08/07/2023

  Thank you for this information.  I am sorry that you have dealt with this issue with your sofa.  We do require all warranty claims to be handled through the dealer where the item was purchased.  They have a certain protocol that has to be followed for warranty claims.  With ******, they will have to submit a CAT (correspond and track) and we will look into this from there.  They have all of the information that is needed to file the claim.Thank you! ******* 

  Customer Answer

  Date: 08/07/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I spoke to ****** several times and they have directed me to you.  Ultimately, the poor quality of construction is the result of this issue and that is on Hooker Furniture (the manufacturer).  The consumer should not be stuck in the middle while the manufacturer and distributor point fingers at each other.  I will be leaving negative/honest feedback about your company wherever I can to warn other consumers of the poor construction quality and the poor customer service.   Regards, ******* ******* 

  Business Response

  Date: 08/07/2023

  If you would please email me your information as well as the copy of your bill of sale, I will be happy to reach out to ****** for you.  I need to get information from them before anything can be done on our end.  I apologize that they will not assist you, as this is the policy that has been in place for some time now.  If you can email me at ******************************* and put attn ******* in the subject line, I will reach out and see what kind of resolution I can get for you.  Thank you 

• Initial Complaint

  Date:03/08/2023

  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.

  The switch on my remote is defective and I contacted hooker customer in early February. They said they did not have the part in stock and did not have an estimated date of availability. I contacted executive at hooker to express my concern about lack of parts being available. Someone named ****** followed up with me. He said warehouse is going to take part out of already a manufacturer unit and send just the part. Now they are telling me the warehouse is delayed. Very frustrating especially when they refuse to send me a replacement unit. Doesn't seem logical to take part out of already built unit

  Business Response

  Date: 03/16/2023

  We responded to this issue though this forum on the day we received the complaint.  This issue has been handled and the parts have been sent to Mr. ******.  He was working with multiple people in our organization, including emailing people from other divisions to try to get a resolution for this. We have been offering to send him the part all along, but did not have inventory to send to him at the time.  The parts were on order and expected to be to our warehouse soon.  He was initially instructed to reach out to his dealer so they could send someone out to look at this and determine what part he needed.  He refuses to have someone come in to his home to look at the item due to Covid and him not feeling comfortable having someone come in.  We are sending him parts as a goodwill gesture even though we do not know for sure what part he needs as a technician never diagnosed the issue. We are simply sending the part that he thinks it needs.  We can not replace the sofa for him because he will not let someone come out to look at it to see if it can be fixed.  We are breaking our protocols for warranty issues for Mr. ****** and are working with him as much as we can.  Again, without knowing exactly what is wrong from a technician, we are unable to replace the sofa.  If the issues can be corrected with parts we would not replace the item.  The part has been pulled from a piece we have in our warehouse and has been shipped out to him.  Thank you! 

• Initial Complaint

  Date:03/01/2023

  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 purchased a sofa from *** store. The sofa is made by Hooker furniture. Within 3 months of the date we received the sofa it started to wear on the edges. I contacted Hooker furniture that said for me to contact the store we purchased it from. The store put in a claim and after they sent someone out to look at it, they said the casings would have to be replaced. *** stores after a 2 month period of time and a lot of back and forth said they would replace the casings. They retracted that after Hooker furniture said they would not replace them and referred us to ******** protection. ******** protection plan came with the sofa. We contacted ******** and sent them pictures. . I just received an email from guardian protection saying it was normal wear and tear. I’m sorry but that sofa was not used much in that time frame. I cannot believe within that period of time that should happen and it is not normal wear and tear. Poor quality is what is is! I had my other leather sofa that I replaced for this and it lasted many many years. I would like to get the seat casings replaced. I am not asking for replacement of the sofa but I would never have bought it had I known this is what was going to happen and this is the customers service that was offered.

  Business Response

  Date: 03/08/2023

  We have reviewed your claim and replacement seat covers have been entered to ship directly to the customer.

  Customer Answer

  Date: 03/13/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ******

• Initial Complaint

  Date:08/18/2022

  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 have been pending receipt of my order for more than a year. Customer service at the company was pitiful, lazy, and unwilling to resolve my questions. My goods were yet delayed again. I have been without a livingroom for more than a year based upon the false representation of product, product delivery, etc. Since losing all my household goods in a fire. My order was processed through ******* ***. Product: Yates sofa, Yates Chair, Yates Ottoman.

  Business Response

  Date: 08/19/2022

  We did receive an order from ******* *** (for Mr. ******) on 8/3/21. We have experienced a great deal of difficulty in getting upholstered products from Asian factories since COVID began.  We totally understand Mr. ******’s frustrations but with the new outbreak in early 2022, facilitating new factory closures, all orders for this type of furniture were further delayed.I can report that the sofa is in stock, but the chair is not expected until sometime in late December and the ottoman in early December. We can split ship the order if the customer would like to reach out to ******* *** and ask them to give us permission to do so. Once we receive the go ahead from ******* ***, we can schedule shipping right away.Regards,***** ******Director of Ecommerce

  Customer Answer

  Date: 08/22/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, detai I have reached out to the company and have not received a response concerning Hooker Furniture's response. I received no response.  I find the inconvenience caused and the ongoing delays unacceptable. Especially when provided a short return of delivery upon original purchase. Now multiple extensions beyond the year. I find the issue and service unacceptable and unresolved. Regards, **** ******

  Business Response

  Date: 08/24/2022

  We are reaching out to ******* *** and instructing them to refund the customers money and we will cancel the order. This will allow customer to find furniture that is in stock so he will not have to wait any longer.  I do apologize that we were not able to fill his order in a timely manner.  Regards, ***** ******

  Customer Answer

  Date: 08/25/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I never asked for my furniture order to be canceled. This appears to be an arbitrary action in retaliation for filing a complaint and outlining the issues associated with my oder. I simply want my order as expeditiously as possible without further delays after a year. I don't think that is a lot to ask. Instead of acknowledging fully the issue that I have been repetitively delayed and offering no resolution other than we will send you the couch in the warehouse but the remaining order is further delayed. I should have had the couch when it was ready. If I odered a Tesla and the waiting list was a year, I know that up front and accept that. When I am something will be delivered within a few months, and that is repeatedly delayed for more than a year, this is disengenous to the consumer. I would hate for others out there to have deal with these issues in the future.  If it going to be 6 months or a year, people should be told that up front. Not falsely lead along over and over. That is the pint here. As what I would consider an industry leader,  maybe the success has overshadowed the individual customer and it is really only about margin.I just want my product. The one I paid for. The one I have waited over. Year for. The one the company indicated it could provide.  Do what you say. I said I wanted the furniture. I paid showing I wanted the furniture. Stand up to your side and responsibility as a comoany to provide what you said you could provide. I really don't think that is a lot to ask for after more than a year. Regards, **** ******

  Business Response

  Date: 08/25/2022

  I apologize if you feel my instructions to cancel your order was in any way retaliatory. Based on my interpretation of your messages, I gave instructions to cancel your order. It was re-entered yesterday and the sofa will ship in the next few days (the order has been released to the warehouse). The remaining items will ship as soon as they become available. If you want each item so ship as it becomes available, you will need to reach out to ******* *** and ask them to send approval to us. It is normal practice for furniture to ship as per the order and not the item unless otherwise directed.

  Customer Answer

  Date: 08/26/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** ******