Hank's Fine Furniture / Office Furniture and Refund Policy
I have experienced an even worse situation involving the Hank's Fine Furniture store located in Sherwood, Arkansas. The experience was so horrifying that I have given the manager the moniker: "Jake The [censored]".
Jake and his staff will lie about any and everything. The will tell whatever lie it takes to make the sale. In my case, they lied about the following:
1) falsely claimed that a $1777.00 "L" wall unit office desk group was "solid hardwood". They denied that the set included pressed/composite wood or other non-solid wood products nor laminate.
2) falsely claimed that they had a 7 day 100% money back guarantee.
The set was delivered and 3 pieces immediately were noted to be damaged. One piece had been previously damaged and delivered to a prior customer, which was returned and repacked for delivery to me. There was a HUGE hole in its open bookcase hutch where someone had previously tried to drill a hole for mounting of the bookshelf. The hole had shattered and that is how I discovered that the product was not "solid hardwood". Two other pieces were noted to be damaged. I had waited almost two weeks for the arrival of the the two drawer file base from the Jonesboro store, which is what delayed the delivery. Not only was the corner damaged, it was warped, wobbled, and ws not level with the other pieces.
The hutch with the doors was damaged in the top right corner. While the delivery crew were there, I called the store and recorded the call (which I intend to load on YouTube).
The salesman (Larry) admitted that he and the manager had told me that the group was solid wood. I told him that the furniture was damaged and I did not want the furniture. Obviously, it was soold on fraudulent inducement. Larry asked me to let the delivery men leave the furniture there until they delivered the other furniture and that they would be by to pick it and the end of the day so that it would not get bumped around. Naively, I agreed. Larry said they would call later to pick it up and he would talk to the manager, Jake the [censored] and would call me back that afternoon. Nobody came back to pick it up and nor called back.
The next day, Larry called back and tried to tell me that the manger had not said what I had on tape as having been said about the group being "solid hardwood" according to Jake. Furthermore, Jake said that Hanks would replace the broken pieces but that I was stuck with the furniture. (What made this even worse is that the item is out of stock until February.) Jake had even said that I could NOT have a refund under any circumstances, despite havung been told that I have seven days for a 100% refund. (Coincidentally, I also have this on tape. This is a standard fraud at the Sherwood store...giving false reassurances of satisfaction.)
I was told that the back of some document that I signed said that I had not been made any promises and that there was no refund. Intrestingly, I was never told that any document had undisclosed conditions concealed on the back of this obscure purchase agreement. I never saw it. I was told to sign a document so they could charge my credit card.
Within that 7 day period, my brother attempted to return the furniture to the store. They refused delivery saying that I could not return it at all. He told me that I was lying about my claims. I told him that was not acceptable. I told Jake the [censored] that I was returning it whether he liked it or not. Finally, he told me that I had to take it to the warehouse and would have to pay a $25% restocking fee. He would not tell me where the warehouse was. I found out on my own and my brother tried to return the furniture, but it was closed on Monday. On Tuesday, I rented a U-Haul and returned it to the warehouse. Jake was giving the warehouse hell about entering the return in the computer and giving me a credit. Finally, I had the warehouse manager sign an invoice stating that I had returned it to him (within the 7 day period).
I have numerous recorded phone calls, including to the main/corporate office. "Hank" Brown, the owner refuses to accept calls and is conveniently out all of the time. Corporate office promises to return calls but does not do so.
This company needs to be investigated. I am filing a complaint with the Arkansas Attorney General's Office. I have several tapes that I am going to have converted to digital format and load onto YouTube for everyone's enjoyment. I want all customers to be aware of the unsavory business practices of this unscrupulous company. They run customer service like a strong-arm man for the mafia once the furniture is sold.
This is unprofessional and unsound business practices. This is unacceptable and I warn customers to look elsewhere for furniture. Later, I found out that Hanks sold my sister damaged furniture and failed to do the promised replacements. four years later, she is still waiting. I refuse to wait anymore and advise others to stay clear of these thieving SKANKS!
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