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Hank's Fine Furniture / Office Furniture and Refund Policy

1 5704 Warden RoadSherwood, AR, United States Review updated:
Contact information:
Phone: 501-834-1454

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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Comments

  • Va
      26th of Aug, 2008
    0 Votes
    Hank's Fine Furniture - Terrible quality products
    Hank's Furniture
    5708 Warden Road
    Sherwood
    Arkansas
    United States
    Phone: 501-565-3561
    hanksfurniture.com

    Hank's furniture is by far and without a doubt the biggest ripoff I've ever experienced. My wife and I recently purchased a couch and love seat for just over $1, 800. From the day it was delivered we noticed problems with the fabric. It was wearing down and not holding up. We called the store and were told to give it more time. The problem got worse and we were given the run around only to find out after about 3 months that they were unwilling to remedy the situation. They were extremely rude and hateful. This includes the store manager as well as the so called customer service department. The continue to blame everything on the manufacturer (Klaussner). I'm left without any choice, but to file suit. The money is important, but I'm more upset by the principal of the entire ordeal. I've heard from other people who have had similar experiences. There hope is that they can string you along long enough that you just give up trying. If anyone else has a similar experience with this company, please post your report.

  • Di
      6th of Mar, 2009
    0 Votes

    I'm still trying to GET the furniture I bought from Hank's. Its been four weeks and counting. When I call them for the status they give me what they say is the delivery date and then it never materializes. They have never once called me themselves to give me an update. Once I specifically asked for an update on a specific day and my so-called salesman promised to call, but never did. I'm starting to worry that maybe I don't even WANT to get my furniture because I dread dealing with these people if something is wrong with it.

  • Te
      31st of Mar, 2009
    0 Votes

    You don't want to deal with these lowlife people. I have
    two couches with recliners that quit working within 4 days of buying them and they just want to order parts
    (they've had them ordered for 4 months and I don't believe they will ever fix them. The manager has hung up on me. I was told to call customer service...and the lady there told me All that dept. does is order parts. NOTHING ELSE. Not even anyone
    to talk to about the manager hanging up on me. They
    are scam artists and it seems I just wasted $2000.00
    witchywoman7_2001@yahoo.com

  • Da
      13th of Oct, 2009
    0 Votes

    I am in the same boat as the rest of you. I have been trying to get my sectional fixed for 10 months only to be told now that the parts are out of stock or no longer avabile. I am getting involed in a law suit at this time. If anyone is ready to sue the crap out of these poeple let me know. Dannyhollis2000@hotmail.com

  • Da
      13th of Oct, 2009
    0 Votes

    Well just got hung up with by customer, Tammy is her name. She told me I am screwed because they can't get the parts for my sectional that I have been waiting on getting repaired since Jan. 2009. I am starting a class action lawsuit against this company. Anyone interested call me or email me. Dannyhollis2000@hotmail.com

  • Ki
      9th of Nov, 2009
    0 Votes

    I too just hung up from speaking with "customer service" rep Tammy. She was extremely rude, and frankly, it sounds like the whole lot at Hank's is one large douche bag. I purchased a dining room set and bedroom set with mattresses. The furniture was delivered this past Saturday, two days ago, without the mattresses, which I purchased at a 50 percent discount. When I called to find out where the mattresses were, I essentially was told by the salesperson Diane King of the WLR store that she simply couldn't understand what happened but that the ones I'd originally purchased were no longer available. Hence, if I purchased mattresses from Hank's, I'd just have to purchase them at full price because they wouldn't honor the discount or the original price. Customer service advised this morning that because I'd relied on the assurance of Diane to add the mattresses to my already existing order and not returned to the store to get a sales receipt (which Diane did not ask me to do nor advise that such was necessary), I essentially was screwed then she hung up on me. BS. I just put a vm msg for Mary Browne at the corp office to call me. I want them to come pick up their crap asap. I'm not sure this experience is class action suit-sufficient, but I'm emailing dannyhollis2000@hotmail.com my experience for what it's worth. I'm also reporting Hank's to the BBB and the AG's office.

  • So
      21st of Nov, 2009
    0 Votes

    Earlier this year, I went shopping for some new furniture when a woman who had just lost her husband. She was moving into a new apartment and was very excited about the "new start" in her femanine furniture. We went, picked out two chairs, a sofa, and some accessories. Thankfully we walked out with the accessories because that's all we saw of that order. We even purchased for the furntire to have the fabric treatment upgrade. The items were paid for and we just waited. We were told the furniture would deliver on Saturday, move in day. Waited all day and nothing showed up, never heard from Melvin (from the WLR) store. I called and spoke with him and said we hadn't seen the furniture and had heard nothing about the delivery. I was told that the furntire still needed to be treated since they were waiting for one of the chairs to come in. No problem, but it would have been nice to know! I was told then that Wednesday would be delivery day. Great. Here comes Wednesday, and nothing. The sister in law was in town to help with the transition and she called to find out what the status was and she was told they didn't even have the order at all!! Made no sense. She sister in law was smart enough to cancel everything, I assume they were refunded their money. Or so I would hope!! I was very disappointed in how it all panned out. Especially for the lady I was working with since she was so excited about her new things.

    Not sure how they've become so big and in multiple states with so many complaints. Maybe because their hasn't been a website to post them?

  • Su
      30th of Nov, 2009
    0 Votes

    I purchase a sofa, chair and half and footstool from Hank's and the back fell off the couch which ended up being just a piece of cardboard with fabric, the chair padding disinegrated almost immediately and now the wood is wearing through the fabric and all the legs are tilted inwards and not level. We have contacted the store who promptly advised calling Customer Service who hung up on me twice because I was trying to voice my dissatisfaction with their product. She - Tammy - told me she did not have to listen to my complaints but I thought they were customer service! I have tried contacting someone else to file a complaint against her and too get someone to call me about getting this matter settled but no luck as of yet. Any suggestions would be appreciated. Susan in Bentonville, AR.

  • Jo
      30th of Nov, 2009
    0 Votes

    go to there web site and they have a blog were you can post your comments I put one there and it was about getting hung up on also if they get more on there site maybe someone would do something. I will go to every site i know of and let anyone and everyone know that they do not have a good product and there customer service is a joke.

  • Wh
      23rd of Feb, 2010
    0 Votes

    We will never buy from Hank's again. First we were sold a bed frame that did not fit the headboard that we were told went with it. Now after just 4 months we have a recliner that the mechanism is chewing away the wooden frame. After contacting the store they did file a warranty on the chair, we now find out that we have to bring the chair to the store a day ahead of time for it to be repaired or pay 75$ to have them come to our home. On top of that trying to get a hold of "customer service" is near impossible. They do not return calls and when you do talk to a representative they are rude and essentially say " tough luck" and say good bye. Very poor example of customer service.

  • Di
      12th of Mar, 2010
    0 Votes

    I agree with everyone else. I will never shop at Hank's again. It's all about the almight buck...no concern for the customer. Another lesson learned...

  • Di
      12th of Mar, 2010
    0 Votes

    I agree with everyone else. I'm more than disappointed. Attitude goes a long way and I'm afraid they have a long way to go before anything changes. It's about the almighty dollar...they don't care about the customer.

  • Te
      15th of Mar, 2010
    0 Votes

    I purchased a king size bed and mattress from them in December 2008. The footboard broke within a month. I had the fill out the endless paperwork, thinking that they would replace it. I had to take it to the store where I purchased it for the repairman from the headquarters to fix. He GLUED it. I couldn't believe that it wasn't replaced. He even told me that several of their headboards had cracked.

    It came UNGLUED within a month. The mattress started sagging horribly in December, 2009. I had to take endless pictures and fill out the pages of paperwork and send it in to them. It has been over 1 1/2 months and no response. I keep calling customer service and it keeps saying that the lines are all busy and to press zero to leave a message with the operator and press one to leave a message with a CSR. The operator doesn't pick up when you press O. I've left numerous messages on both and no one will call me back.

    I called the main number today and ended up talking with a lady who was supposed to be Hank's secretary. She told me to write a letter to Mr. Hank and mail it to him. I seriously doubt that it will ever get to him or that he would do anything about it.

    I am seriously considering calling the BBB and reporting them. I will never buy anything from these people. I don't know how they stay in business. Jonesboro Arkansas customer

  • On
      2nd of Apr, 2010
    +1 Votes

    I brought a FINE Italian leather couch from HANKS FINE FURNITURE. Ya right! I never got a call that it was in so I started calling them. They kept telling me it was on the ocean coming to Springfield, Missouri from Italy. After a while I assumed it was a row boat and called and talked to the store Manager in Springfield, MO., by the name of Bob Warren. Bob told me that that I had called and talked to him about being out of town and cancelled the order. Bob told me that by doing this I had forfeited any money that was paid on the couch. I asked him where in the hell it said that in the contract and he told me it was considered the (HANK RULE) I asked him where he was at so he could write me a check or pay me the money he owed and he said good luck, then slammed the phone down thus ending the conversation. BUYER BEWARE! I have contacted a very expensive attorney at $400.00 dollars per hour and I could care less if it cost me 25, 000 grand to get back my $1, 000 but I am going to do everything I can to make sure people know what they are in for doing business with these shysters. Look at the parking lot...NO cars... Hmmmm. Ashley next door is over run with customers Hmmmm, damn I should have paid more attention. People contact the MO Attorney Generals Office they WILL take care of you trust me!!! Dennis in Springfield

  • Sa
      2nd of Apr, 2010
    0 Votes

    I bought my husband a recliner from Hanks. Within less than a year the mechanism and foot rest were broken, the arm cushions went flat almost immediately. Paid over $500, an expensive recliner with heat and massage. The heat and massage works but nothing else. The chair is in the corner to be sent to recycle. Can't even give it away. And am not wiling to fight customer service to have it fixed. Would never go into Hank's again. I should have learned my lesson when they were rude to me on the showroom floor a few years ago, can't believe I went back just to get jipped.

  • Ha
      8th of Apr, 2010
    0 Votes

    On 3/20/2010 I purchasesd a recliner from Hanks in Little Rock AR. It was a display model and the one in the Little Rock store was already sold but there was one in the Jonesboro AR store (approximately 2 hrs away). The salesperson said trucks run between the stores each week and our chair (we paid for it on 3/20) would be in Little Rock in 7 - 10 days. On 3/31/2010 I called the Little Rock store and they advises the chair was in transit. On 4/3/2010 I called the store again to see if the chair was in; same story..."in transit". I immediately called the Jonesboro store and the assistant manager said he loaded the chair himself on the previous day and it would be in Little Rock on 4/6/2010 ( a long wait for a 2 hr trip). Warehouse closed on 4/5; no chair on 4/6. On 4/7/2010 I called and was told the chair had finally made the 2 hour trip! I went to the warehouse and the worker put the wrapped up chair in the back of my SUV (it was raining and I did not unwrap the chair at the warehouse). When I got home and opened up the SUV I was shocked to see a sticker price about $500 under what I had paid for the chair. My wife looked at the chair and said it was the wrong chair; the SKU did not match. I took the chair back to the Little Rock store and found out that the Jonesboro dude loaded the WRONG CHAIR!!! I called Hanks HQ and was told to deal with it that mistakes happens. The Little Rock store manager verified that the chair I bought was actually in the Joneboro store and upon finding out it was there promised me that it would go on the truck from Jonesboro 4/9/2010 and be in Little Rock on 4/10/2010. I won't hold my breath. On 4/8/2010 the salesperson that sold me the chair called and said my chair was in (she had no clue what happened the day before). This is my second and last purchase from this crappy store.

  • Ca
      8th of Jul, 2010
    0 Votes

    Well- in most cases, you get what you pay for. Their customer service is worse than their cheap and unreliable furniture. As much as the salespeople attack you when you walk through the door- you think they would follow through with your order. I have found some wonderful stores around Little Rock I'd much rather shop at! Paying a little more for quality usually means an upgrade in customer service as well. Anybody ever been to Cantrell Design Center? I've had great experiences there.

  • Fr
      19th of Aug, 2010
    0 Votes

    I should have read these articles prior to shopping there! My mother who is 84 purchased a couch from the Hanks in Bentonville in Dec. 09. She lives by herself in a assisted living facilty. The couch gets very little use as she lives by herself. She noticed the material looked like it had stains on it. She first expressed her disappointment in the couch in April to the store. They told her to bring it in and they would take a look at it as it had a one year gurantee on it. We managed to deliver it in August back to the store. The salespeople at the store looked at and concurred it looked like bad material. They said to recover it would prove more expensive than the couch so a exchange would probably work and they would have to get back to the mananager as she wasn't there. The manager called me back later and said nothing was wrong with the couch as it was just the type of material. She offered to recover the cushion. She refused to recover the arm and lower section of the couch saying it was worn down and that wasn't covered. When it was mentioned no one sat on the couch and it was bad material...she stated that was just the type of material. She also stated they don't make this type of couch anymore. When I asked to speak to her boss she informed me she didn't have a boss...and wouldn't provide me with the home office number. Finally she stated she would call another manager to see what he had to say. So at this point it is unknown what the outcome is on this. With that being said if this is not met with some type of satisfaction I will send a letter off to BBB. I will also let the the home office know this is how they treat a 84 year old customer that was loyal to them for many years. People should read this site and letters prior to dealing with this company.

  • Du
      30th of Aug, 2011
    0 Votes

    I bought a very simple kitchen table. I was told it would be available in a week and 4 weeks later I am still waiting for the table. Every time I call they say it will be in "next week" and they never return my calls. I wish I would have read up on them before I went there but maybe by posting this it will save someone else the aggravation. We bought our in Texarkana, TX so please beware of bad customer service, lies and no furniture!

  • An
      4th of Nov, 2011
    0 Votes

    The only way to get satisfaction with this company is to contact the BBB (Better Business Bureau). The company is a member so they are obligated to make things right if they want to continue to be a member in good standing.

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