ComplaintsforHank's Furniture, Inc.

• 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 ******

• Initial Complaint

  08/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Been trying to get parts for weeks on end asked **** to call the manufacturer to get an update instead of just emailing again which didn't work the first time. Told me there is no phone number to call. I have no idea when parts are going to be in whatsoever. That would be just fine if this was 1985 but we live in 2023 where supposedly these parts are here in the US so they should be here already. But not only do we not have the parts, we have no knowledge of what's going on at all. 3 weeks is just too long to not know anything.

  

  Business response

  08/10/2023

  Hello,

  Our staff at Hank's Furniture have been in contact with this customer and he is scheduled for repair on 8/22/23. We are waiting on the arrival of the other parts from overseas and will have an accurate delivery date towards the end of August. The staff at our Rogers location will notify the customer via telephone once they have an ETA on the second shipment of parts. Once those parts ae received, Hank's will send a tech out to repair the remaining issues.

  Thank you,

   Hank's Fine Furniture 

  Customer response

  08/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: What I am asking them to do is reach out to their parts supplier and give me a real date. I have been waiting more than 3 weeks just to find out when the parts will be here. That is ample time to have a date of parts arrival. They are refusing to make the call as it is not part of their "process" as they say. So I am supposed to wait 3 more weeks just to find out when the part will be here which assumably will be long after that. This is unacceptable. What is am asking for is fair and reasonable and the business is simply refusing to try.
  
  Sincerely,
  
  ***** ***

  

  Business response

  08/17/2023

  Hello,

  All parts have arrived, and this customer has been scheduled for repair on 8-22-2023.

   

  Thank you,

  Hank's Furniture 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered bedroom furniture from Hanks on June 25th. The store manager, Bradley said it would be delivered July 1st. July 1st, they attempted to deliver our bedroom furniture. We ordered a king size bed frame, two nightstands, a gentleman's closet, and a dresser. The one nightstand was damaged (the drawer screws were ripped out and missing), the wrong dresser was delivered, and the gentleman's closet had a full shelf that was damaged. We called the store manager, Bradley, and he said that new nightstand and gentleman's closet would be ordered and exchange on the dresser. We waited until July 3rd for Thursday or Friday delivery for the furniture. On July 7th, we texted Bradley and asked about the furniture. He said it will be delivered later around 5 or 7pm and asked to be priority on the 8th. We waited around on July 8th and it never came. No further notification. We decided to go into the store on July 15th and Bradley continuously stated he was overworked, it was not his responsibility to ensure delivery, and put the blame on us (the customer) for not notifying him that our furniture was not delivered. He also blamed his delivery crew and claimed that they possibly stole the furniture. The furniture was promised July 18th and that he would follow the delivery driver to ensure delivery. That Tuesday, July 18th, he had a young man around age 17 deliver the furniture with his personal vehicle and Bradley was nowhere to be found. The gentleman’s closet was damaged. We kept the nightstand and called Bradley but his phone was off. We tried for over an hour and no response. We then called the store. Bradley texted two days later July 20th, and said he was okayed to discount $200.00 for a $1300 gentleman’s closet. He said he ordered a new one and it should be here by Thursday July 27th. We texted Bradley Friday, July 28th and asked where it was. He stated it will be here tomorrow (Saturday, July 29th) and planned on having it delivered this weekend.

  

  Business response

  08/07/2023

  Hello,

  Hanks Furniture has reached out to this customer regarding the complaint filed. The customer has kept the piece of furniture and was also issued a partial refund.

   

  Thank you,

  Hanks Furniture 

   

  Customer response

  08/07/2023

  
  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,
  
  Ashley *****

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 21, 2023, I purchased a dinette set for USD1,090.73. The set was to be 6 chairs and a table; however, I was delivered 5 chairs and 2 of them were damaged. The delivery date was July 1, 2023, and I was told on that day that I would receive a refund less USD130.00 delivery fee. I am requesting that Hanks Fine Furniture to give me a full refund including my delivery fee. As of today, I have not received a refund from Hanks nor have I been able to ascertain the status of the refund. Since, July 1, 2023, I have spoken to *******, **** and ******** in the Mobile Office, ******** in Destin and ******* in Little Rock with no avail. Also, note with the exception of **** and ********, this has been the worst customer service experience ever. The store is leading me to believe a refund will be issue, but not when and Corporate is stating it is not there policy to refund, but the repair or replace. I do not have the furniture.

  

  Business response

  07/13/2023

  Hello,

   This customer contacted our office regarding the refund mentioned in her complaint. I advised that our return/refund process takes time, and she would receive her refund once our process was complete. We have been in contact with Ms. **** and she will be notified via email or phone call once her refund has been processed. 

   

  Thank you,

   Vanessa ***** 

  

  Business response

  07/17/2023

  Good afternoon,

  This customer has been refunded the appropriate amount within our store policies. Customer was also aware of the delivery fee prior to receiving her refund. 

   

  Thank you,

   Hank's Furniture

  Customer response

  07/17/2023

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

  That's a lie. They owe me USD226.74.  I will not settle for anything less. I will fight this until I die.

  
  Sincerely,
  
  Gwendolyn ****

*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. ↩