Hank's Fine Furniture — Attraction in Pensacola

Great furniture- great salesman- TERRIBLE CUSTOMER SERVICE! My husband and I went in December and bought two couches, outright. They were delivered in a week, one of the couches was the wrong one in the right box so they left it for another week then came and swapped them out. About a month later I closed the recliner and heard a loud crunch- there was no power. When we bought the furniture we got the one year and 5 year warranties. I called Hanks and let them know we needed it repaired. They said that they'd need to email me a form to fill out. 1 week later I called back bc I never got the form in my email. They said they'd send it again. 3 days later I got it, filled it out and sent it back. About 3 weeks later I called bc I never heard anything, and they said they'd look for it and call back. A week later I called back and asked why no one called back. They found the report and scheduled someone to come look at it. Two weeks later a man came over, looked at the couch, found the problem, stood in my living room and said with his iPad in his hands that he had ordered the part ( power pack was crushed) and it should be at my house in 1 week- he said "Plug and play". One month later I call hanks to find out where the part is. They'll call back. A week later no call back. I call and ask to speak to the manager. Manager said " oh well we don't actually use that company anymore, and they don't order your part". Let me see if we have it, we'll call you back. Ha! Well guess what!? They called back! Said we have ordered the part! It will ship to the store- we will call when it comes in. 1.5 months later I call and ask where the part is. No one has any idea what I'm talking about and the manager is with a customer. They'll call back. No one called back. I called the next day and they said someone will be out on Saturday. Great. Guy comes out Saturday morning- didn't call( said he'd call 30 min before hand) at 8 am, wakes up everyone in the house, just to come in and say- I'm here to check your couch?! No! We know what the problem is- we just need the part! "Well I wish you'd have told me that before I drove all the way out here"! Really?! How is it not in my file? Do I even have a file? How do none of you talk to each other?! So he pulls the part - looks at it and says "I hate to tell you this but you can order this part off Amazon for $2." Well, thanks buddy. He leaves and says he'll call bc he thinks they have the part. He actually calls, says he has the part but "if you want it any time soon you'll need to come to the store". Mind you, we live about an hour from the store. The next day my sister calls to let them know she's coming and no one has any idea what's she's talking about and if the part is there, so she doesn't go. Two days later I drive all the way across town and walk in, let the man at the door know I'm here for a part "well let's see if anyone knows what your talking about". Walk to the back - man tells guy behind counter , guy grabs part and hands it to me- doesn't say a word- and I walk out. Now I have worked in the service industry for 16 years. I have never seen the ball dropped so many times, the lack of communication between the employees was insane. When I'd call they would have to tell the other employees to quiet down bc "he was on the phone", no one ever aplologized. I mean even if we had financed through them this service would be still be appalling, but the fact that we bought our furniture out right is a slap in the face. It's a bummer bc we love the furniture. We had planned to go back to get more- we will never go back and god forbid we have to use the warranty again. It took 6 months to get a $2 part that I had to drive to pick up....

This story is real. Went to the Pensacola Store and found the one recliner tupe floor unit we needed for replacement in our RV. None in stock in the overall Southern US Stores network. End of line. However, the salesrep found a second unit, on the floor of the Mobile, AL Store. Negotiated a fair price for the 2 end-of-line rocking/swivel faux-leather available within 5 days... in Pensacola Store. Called the day before promised availability for pick-up. Salesrep told us everything was under control and OK. Came the morning after calling 30 min ahead, as requested by the Store. Salesrep absent. Store clerk announced that the delivery of the second end-of-line unit from the Mobile Store had not been scheduled ! Someone in the process forgot a step in the shipping process we were told then !! They offered full reimbursement... we asked if the 2nd unit was still available at the Mobile Store, Asked for a 100$ reduction on the selling on-the-floor units to cover our travel for pick-up both units in Pensacola & Mobile. Store clerk and manager accepted. Picked-up the first unit right there, after thorough inspection. Drove then right to the Mobile Store (1 hour drive). Arrived there & found the second on-the-floor unit in the back-store, not ready to be sold or shipped ! The Mobile Store manager said they never got the request for the shipping to/from the Pensacola store ! We then asked for the manufacturing unwrapping of the 2nd recliner. And wwwhhoooaaahhhh. The back wooden frame and seat support frame of the recliner was broken. Destroyed ! An unsalable unit !! Both managers offered to pick-up anyway with promise of repairs by service tech the morning after. Those 2 recliners were needed to replace our old ones in our RV. We were leaving the Gulf Shores 2 days after, an information we had repeatedly mentionned to the Salesrep, the storeclerk and Pensacola Store Mgr. We picked-up the 2nd unit in Mobile (our error) and drove back to Pensacola... Storeclerk from the Pensacola store phoned us halfway through our return pick-up trip to announce the postponing of the tech repair service man for one more week. We then asked for a complete refund. This experience cost us more than the 100$ selling price reduction for pick-up in Mobile. Apparently no one knew in both Mobile & Pensacola stores that a destroyed frame recliner unit was in their sales inventory. It was listes as brand new & perfect shape... We told them they had misleaded us, lied to us and acted like amateurs would do in their type of business. If you are in for disapointment and trouble, go to Hank's Fine Furnitures in both Pensacola and Mobile. You will be more than well served in how to...

I was recently looking for some new living room furniture. I had an idea of what I wanted but as I wandered through several different furniture stores I just couldn't find anything which was exactly what I was looking for. Feeling defeated I was heading for home but decided to stop into Hanks as it was on my way. I stepped in and was greeted by Arthur and gave him a general idea of what I wanted. He patiently showed me several different options until finally we found one which was exactly what I wanted. Everything went very smoothly and painlessly.

So, you ask, why 4 stars and not 5. My experience with their third party delivery service was horrible. Delivery was set for Friday. The delivery service called me Thursday and left a message telling me I'd be stop 10. OK, that doesn't seem to bad until Friday arrived. It was getting late in the afternoon and I was wondering where they were as I hadn't heard anything from them. Finally, about 4PM, I called the number which had called me Thursday to find out where my furniture was. The person who answered the phone told me they delivered until 9PM, the store should have told me that, and they were still several stops away from me and theyed get to me when they got here. Unfortunately, I had somewhere to be at 5:30 that evening so I couldn't wait any longer.

I called the store and spoke to Arthur, explained my situation, and asked him what he could do. He asked if he could call me back to see what they could workout and Ithat was acceptable. He called back about 10 minutes later and asked if a delivery about 11AM on Saturday would work for me. I told him no as I had somewhere I needed to be at that time so he had to call me back again. This time was the charm, He asked if they could deliver at 8:30 on Saturday morning and they did using their own warehgouse workers who were both fantastic, very friendly, great attitudes, and very customer service oriented.

Bottom line, Hanks seems to have great quality, very fair prices, and great people. I recommend them on that basis alone. If you use their delivery contractor make sure you know about what time they are planning to deliver to you. If they leave a message, call them back and find out when they plan on being to your location. Just knowing what stop number you are doesn't give you any idea of what time to expect your stuff. Even the cable company can give you a two hour window so the furniture delivery guys should do the same. The attitude of their delivery contractor almost cost...