ComplaintsforHank's Furniture, Inc.

• Initial Complaint

  10/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We sent our decorator into your store (Pensacola) to purchase over $8,000.00 worth of furniture (in cash). Since the beginning we have had nothing but problems. Delays in delivery, delivering damaged furniture etc... The lack of communication from your staff is absolutely appalling. We have called over 7 times to find out where our nightstands could be to finish the other half of our bedroom suit you delivered (one piece at a time weeks apart because of damage, excuses, etc..) I have personally called and spoken with ****** ****** the sales rep who promised to call back but never has, I have called and spoken with a lady named ***** 3 times and every time I am told I will receive a call back from the Store Manager but, NO ONE, NOT ONE person has called. Then I spoke with ****** again and asked about a rug we ordered and the nightstands that go with the bedroom suit (apparently the rug was there and he would deliver that, but...wait for it... the nightstands were damaged in delivery and he wasn't sure if your company could even order them again) I asked if the store would return the 2 end tables that we purchased because they don't fit and all of the problems we have experienced (would you believe it, he said he would, "ask his manager and call me back" but......NO CALL BACK AGAIN). He delivered the rug to our house, saw the tables and then told me IN MY OWN HOUSE that he would call me the next day with the "MANAGER" to fix the bedroom situation. WAIT FOR IT....NO CALL BACK AGAIN. Due to the fact that I have not received the products that I have purchased. I am now asking for a FULL REFUND on all items not delivered and a 50% discount on the items received or feel free to come pick up EVERYTHING at your expense and refund ALL of my money immediately. Should you continue not to communicate and follow thru with your obligation immediately, I will seek all options available to me to ensure that I was not blatantly lied too and stolen from.

  

  Business response

  10/29/2024

  Hello,
  While we are thankful for the customer and their business, we are somewhat confused by this statement. The dresser in question did arrive damaged but was replaced right away. The nightstands and rug in question have been delivered. A refund will not be granted for any items.
  
  Thank you,
  Hank’s Fine Furniture

• Initial Complaint

  10/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint is that this company failed to refund the delivery fee after they didn't deliver the merchandise on 9/14/2024. Also, lack of communication and poor customer service. We talked to the manager and he refused to give the money back after the furniture was not delivered.

  

  Business response

  10/14/2024

  Hello,
  This customer was originally scheduled to be delivered on 9/7/24. This had to be rescheduled, and it was set for 9/14/24. The delivery team arrived at the customer’s home only to have them refuse the delivery This led to the delivery team returning all items to the Mobile location where they are currently waiting. We have a contract with a company to deliver items to our customers. The delivery fee is for our contracted help and cannot be refunded, especially in a case where they showed up to deliver the items as requested.
  
  Thank you,
  Hank’s Fine Furniture

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a leather sofa and 2 leather recliners on 9- 30 2023 . While running the vacuum cleaner I raised the recliner to clean underneath and noticed that a screw had fallen out ,a very long screw an then shortly thereafter the chair begin to squeak and pop . I called the store and reported it and they later sent a young man out to look at it . He stated that it needed a new mechanism and he would order it and might take a few weeks. Its been months and they haven't contacted me so I called them and the part was scheduled to arrive in a few weeks more .. Next call the part is to arrive on Oct 3. Next call it was to arrive on the 13 of October. Today I called and they gave no date, just stated that they we don't have the part yet . ***** ******* Manager . When you spend almost 2,900 and we also have a 5 year warranty and they refuse to fix it ,I would say that is poor business practices . Their rating should reflect this . thank you ! ***** ****

  

  Business response

  10/01/2024

  Hello,
  
  While we are very thankful for ***** and her business, some things are out of our control. We do not manufacture our own parts, so we do have to depend on the schedule of others. As the customer was informed, the parts were coming from overseas and would take several months to come in. It is true that the customer has called, and we have given her a couple of estimated dates that turned out to not be accurate due to shipping complications. ******* statement that we “refuse to fix it” is inaccurate as we have a service call placed to service her furniture once the part has been received. We are making every effort to complete this as soon as the parts are available.
  
  Thank you,
  Hank’s Fine Furniture

  Customer response

  10/08/2024

  
  Better Business Bureau:  After being in business for myself for years , I truly understand how parts have to be ordered and I also am highly intuitive and am very aware of  when I am  being given the run around . However ,within a couple of days after getting the letter from the BBB  that they had contacted Hanks,I received a call from them with an appointment to repair my chair . I guess the Part for repair had miraculously been received and they young man came today and fixed the chair ,to our satisfaction . Thank you for responding so quickly and helping us to resolve this issue . We are most appreciative ! 
  
  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

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  the problem is that i order furniture and the entire process was below my standards - i have since asked to cancel my order for a full refund. The store has refused to cancel my order and provide a full refund. i do not want to patrionize this company in anyway and want a full refund.

  

  Business response

  09/25/2024

  Hello,

  We are unclear on the exact complaint of this customer. He has placed an order with us, and we are waiting for one final piece to arrive. He was informed from the beginning that there would be a delay in receiving the Ottoman that was purchased and that it is scheduled to arrive Mid-October. As we have honored our agreement with the ordering of the furniture for this customer, a refund will not be granted.
  
  Thank you,
  Hank’s Fine Furniture

  

  Business response

  10/01/2024

  We have communicated with the customer on multiple occasions since May about him picking up his furniture. The only reason the customer does not have his furniture is because he will not pick it up. He came to the store in mid-August and paid off his remaining balance in full but still would not pick up his furniture. At this point, we could enforce our Deposit to Hold policy (see website *******************************************) which reads as follows:

  
  “As a service to our customers, merchandise can be held for up to 90 days. A 50% deposit is required to hold the merchandise with the balance due in full within 90 days. Deposit to hold only applies to purchases made in one of our store locations, it is not available for online purchases. Merchandise not picked up within the 90 days will result in the forfeiture of all deposits to date. 
  Exceptions:
  All closeout and discounted stock can be held no longer than 30 days. Closeout and discounted stock not picked up within the 30 days will result in the forfeiture of all deposits to date.
  All accessories must be paid for in full and taken the day of purchase unless the item is of substantial size and is being delivered with other merchandise.”
  
  We would prefer to not have to enforce this policy. We will also not provide a refund to this customer.

  Customer response

  10/01/2024

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

  AS STATED SEVERAL TIMES. I, THE CUSTOMER DOES NOT WANT ANY ORDERS OR TO PARTON THIS BUSINESS. I WAS MADE CLEAR IN MAY THAT I DID NOT WANT ANY FURNITURE UNLESS IS WAS ALL AVAILABLE. DUE TO AND INCOMPLETE ORDER - I DO NOT WISH TO MOVE FORWARD AND WISH TO CANCEL ANY AND ALL ORDERS AND OBTAIN A FULL REFUND. 

  PLEASE PROVIDE A FULL REFUND AND CANCEL ALL ORDERS BOTH IN STOCK AND PENDING. 

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

• Initial Complaint

  08/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a new mattress, as we have other furniture items before from the fort smith location, and was told by our sales representative that we had 30 days to sleep on the mattress before returning it. We called and went up to the store and spoke to the man that sold us the mattress and he confirmed that he did tell us that. When the manager **** came up, she was very rude and aggressive and refused to let my husband speak- despite him remaining calm and respectful- and kept talking over him stating “NO! NO! We AREN’T doing THIS! It states on our website the mattress policy.” Which it does but it confirms what the salesman told us of 30 days is when we can return it. This was a $4000+ mattress and she is unwilling to even exchange it for us for a mattress that is more comfortable and does not hurt us. We haven’t been able to get real sleep in over a week and she was just disrespectful and rude.

  

  Business response

  08/15/2024

  Hello,
  We do appreciate the business of **** *****. While she is 100% correct that we do have a “Mattress Comfort Guarantee” for our beds from our premium bedding line, that does not apply in this case. The bed purchased was a customized bed designed specifically for **** ***** and her spouse and is not designed to be sold to someone else. Another policy that is listed just below our Mattress Comfort Guarantee is our special-order policy. See below:
  Special Orders
  “All special orders require a 50% non-refundable deposit. We are pleased to be able to offer this service in order to meet your specific needs. Special orders are non-refundable.”
  After reviewing the information from the sales rep and members of our management team in the store, we found that we have followed our company policies.
  We do recommend that all customers sleep on their new bed for at least 30 days to allow enough time for your body and the mattress to adjust to one another.
  
  Thank you,
  Hank’s Fine Furniture
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I bought 2 leather like recliners on 6/19/2024. The chairs were delivered a week later. Upon arrival I noticed the chairs were hard to open and close. I notified the company on July 1 about the problem I was told by the receptionist that she would notify the appropriate individuals. On Monday July 8th I called again. Same response. Called again a week later same response. On July 23 called and was told the problem was approved for repair and I would be hearing from someone in a day or so.... Nothing. On August 2nd was told again I would hear from Jason. Still nothing.

  

  Business response

  08/13/2024

  Hello,
  Our service team has reached out to this customer to service their manual recliners.

  
  Thank you,
  Hank’s Furniture

  Customer response

  08/14/2024

  
  

  Complaint: ********
  
  I am rejecting this response because:  The reason is the chairs have not been repaired or replaced and I have not heard from Hank's.  Hank's said they would be in touch, however we haven't heard from them.  

  After reaching out to this business several times, we did get a response  On Friday August 9, 2024 the salesman (*****)came to our home.  Looked at the chairs and said” They are working properly”.   We were informed that he would make contact with the maker and get back to us.   We haven’t heard from him.

  I found the contact info for the maker on line and I have reached out to them.

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

  
  Sincerely,
  
  Martha Hoskins

  

  Business response

  08/28/2024

  I have attached a copy of our stores service log showing all the correspondence that the office manager has had with their management at the store and with the customer. we have sent an employee out who has been with the company for 20 years which when he was there, he explained to the customer that there is nothing physically wrong with their two recliners. sometimes with manual recliners people of smaller build find it harder to push them open or closed. the store did reach out to the manufacture as well and they confirmed there is nothing damaged and they suggested the customer try sitting further back in the recliners. when I explained that to the customer, she said that she was not able to sit further back due to her height. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a recliner in 2023 along with a three year warranty the recliner was supposed to be leather. After a few months the finish started pealing off the store told me they don't give refunds so we had to pick another recliner since the original one we picked had been discontinued. We had to pay more money towards the second recliner. The second recliner padding started wearing down to the wood frame making it very uncomfortable. Hanks on ************ ** in Mobile Alabama sent a total of three repair guys to add padding the first two didn't help at all, the third guy over stuffed the chair and had to pull and snatch on the chair in a very rough manner and as a result I noticed approximately 2-3 days later that the metal framing had been warped or bent now while sitting in the chair it causes you to lean to the right arm. I followed up with the retailer here on ************ ** and once again I was told that the current chair is discontinued as well and I would have to pay additional money for another recliner. I showed them my warranty and sales guy kept saying dont worry ive got your back, we'll take care it. The next day hen we returned to settle on the recliner we wanted we were told that I would have to go through the warranty company ********* upon contacting them they said I'd have to go through the retailer. Seems like alot of finger pointing. I just want a decent recliner that's comfortable. I'm about ready to file a claim.

  

  Business response

  08/13/2024

  Hello,
  We appreciate the business of *** ******. We replaced his original chair with an updated recliner when he had an issue with the finish on the chair. We were also willing to exchange the chair in question for another new recliner for him to enjoy if the warranty company agreed. In this case, the mechanics are on a 3-year warranty, so we have offered to replace the mechanics of this chair. The parts have been ordered and a service call will be placed to repair the chair once the parts have been received.
  
  Thank you,
  Hank’s Furniture

  

  Business response

  08/23/2024

  Hank's values and appreciates the customer, and we will continue with our plan to replace the mechanics of the chair.

  Thank you,

  Hank's Furniture

   

  Customer response

  08/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: I feel I'm being taken advantage of by Hanks
  
  Sincerely,
  
  ***** ******

• 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 

*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. ↩