Hank's & More Fine Furniture — Attraction in Rogers

I purchased a higher end recliner at Hank's. $1,500.00 with massage and heat. The salesman (Billy) told me the recliner was made in one of the Carolina's. I think he said North Carolina. However, when I picked it up I learned it was made in Asia.

Billy told me due to supply chain issues I may have to wait a month or two or more for the chair to get to their store. He said when the chair is in they will call me and I can come in, pay the balance due, and pick it up.

No one called me but I eventually called to inquire about the status. I was told my chair is in their warehouse in Little Rock but before they can have it shipped to their store in Rogers, I have to pay the balance. Reluctantly I gave the woman my credit card number on the phone.

When I picked the chair up I was asked to sign for it. On the form I was to sign, I was asked to confirm the product was received in good condition. Since it was in a large heavy cardboard box I couldn't see it, so I did make a notation on their form that I could not see it.

When I got home and unpacked this chair, that was NOT made in the USA, I learned the arm rests were not attached. The armrests were placed separately in the large box. I had to install the armrests (on a $1,500 chair. Really???). One of the leather armrests had been placed poorly in the box and had a thumbsized dimple and indentation right on the top front of it where it could easily be seen and felt. The foam pad underneath had also been damaged.

I called Hanks about the damaged armrest. They did sent a man and woman to my house who "looked at it". They agreed it was damaged. They summized the armrest needed to be replaced. They told me they would get with Hanks and someone would call me in a week or two. But... no one called.

About a month later, I called Hanks and asked to speak to the person handling my claim. I was told she was not in. I left a message for her to call me. It's now over a month later; still no call. Every time I look at or touch the damaged spot I think unkind thoughts about Hanks.

My experience with Hanks is that what the salespeople tell you may not be truthful; that Hanks sells products made in Asia but may pass them off as products made in the USA; that Hanks personnel may not return phone calls; and that they may not stand behind their products. I can not recommend Hanks "Fine" Furniture.

9/25/22 Just an update. Still nothing from Hanks. TERRIBLE customer servicing. 1/4/23. Still no word from Hanks. 3/7/23. Still no word from Hanks. Mother's Day 2023. Still no word from Hanks. 7/20/23. Still no word from Hanks. 8/17/23. Still no word from Hanks. 10/12/23. Still no word from Hanks. 1/12/24. Another year; still nothing from Hank's F____ Furniture 3/4/24. Still no word from Hanks. 5/4/24. I think Hank's must have misplaced my phone number... 6/16/24. Still no contact from HFF. 8/6/24. Still no contact from HFF. 10/15/24. Did you see to post from Hank's? Guess what... still no contact from Hankies. 12/12/24. Still no word from Hanks. 2/11/25. Still no word from Hanks. 3/26/25. I see Hanks changed there name to Hank's and More. Since I have not yet heard from Hank's, the "More" could be more failure of customer service??? 5/6/25 still no contact from Hanks. 7/12/25 still no contact from Hanks. 9/4/25 still waiting to hear for Hanks. 11/3/25 still waiting to...

So disappointed in Hank’s. We had heard some hit and miss experiences, but decided to try them out for a new bedroom set. The set was in the store, and there was a clear difference in the nightstand on the floor and the one that actually went with the set (which I found online). We asked the salesman if the set would come with the matching nightstand, and we were told us it would. We paid and were told they would be in contact when a couple of pieces came up from LR. Three weeks went by, nothing, so I called and asked the status. I was told everything was in and asked when I wanted to pickup, but once I set a date, I was told the pieces in LR were not in yet. Okay… so they were going to have those brought up and we could pickup. Waited another week for someone to reach out that the pieces had been delivered, nothing. I received a text from an employee asking if I was happy with my furniture, to which I said we hadn’t picked it up yet and hadn’t been notified that the LR pieces were in. He checked the following day and let me know the pieces were ready and I could pickup anytime. We picked up the set and while it was being loaded on the trailer, we noticed the nightstand was a completely different brand and style than the bedroom set. We walked into the store, as I figured the wrong piece was ordered. The salesman that greeted me immediately went from super friendly to monotone and unhelpful. He explained that yes, the nightstand was different and they knew that. The one that goes with the set is not in their price point, so they found a cheaper one that was similar instead. When I explained that we asked if the set was going to match and were told us, he basically shut me down and said no, that was the set and ultimately too bad. I asked about refunding the nightstand, to which he waved his hands in the air and said nope, that’s a manager. I was frustrated and went back outside for a moment. I called the store and asked to speak with a manager, explained my situation, and the manager said, “So, you’re not happy with the nightstand that goes with the set”. No, because we didn’t receive the one that went with the set. She said they don’t do refunds or returns, but would leave a note for the store manager. Received a call from the store manager, who said that is the nightstand they sell with the set, they are aware it’s not the matching one. He stated they don’t separate the pieces for returns. I asked about returning the entire set, and he stated that they don’t do refunds or returns. He then commented about the price we paid the set and insinuated that we should just be happy with it. I just hate being deceived. We’ve had our bedroom set since high school, we were excited to get a new, MATCHING set. Unfortunately, they lost our business. I know that we’re just number in their book, so they won’t care about this review, but maybe it will save someone else from disappointment. The negative reviews were right, and we should have...

UPDATE 5/18/25: This afternoon I received a call from Jason apologizing for the error and frustration. He had not been informed there had been an issue; thus he didn’t reach out to me. I appreciate the apology as well as the attempt to right a wrong. He could easily have moved on and disregarded my complaint, but he owned it and offered ways to remedy the situation.

UPDATE: 5/4/25: I paid to have my dining room furniture and recliner delivered since I do not have a vehicle that is appropriate for transporting furniture. The day the furniture was delivered, I noticed right away that I did not receive what I had ordered. Instead of a bench, I had received two dining room chairs. I had told Jason that I wanted the bench just like was shown on the model they had in the store. Bad on me for not looking at my receipt before I left as he had not entered the bench instead of the two chairs on the order. (The receipt was folded and placed inside an envelope with the special plan for protecting the furniture and handed to me after I had paid.) I quickly called the store when I realized the error and spoke with a lady who was friendly and told me it could be remedied. She said she would order the bench and when it arrived on Wednesday, she would have the tech deliver and swap the bench for the two chairs. Wednesday came and went. Thursday came and went. Finally, Friday evening I received a phone call saying my bench was in and that I could pick it up at any time. I did not understand why I had to pick it up when I was told it would be delivered. Because I was out of town, my daughter had to arrange to borrow a vehicle in order to take the two chairs back and pick up the bench. When she picked up the bench, it was given to her in a box. It had not been put together nor did it have the special coating on the fabric to protect it from stains. So, I called Hank’s again. Jason was not available this time (nor the first time I called ), so I spoke with another lady. She looked into the matter, and said she would personally give Jason the message and that he would call me back the next day. Needless to say, it has been over a week and no return call has been made by Jason. I am very disappointed in the customer service I received after the sale was made.

After traipsing to multiple furniture stores, we walked into Hank’s in Rogers and was greeted by Jason. Jason was helpful without being pushy, listened to what we were trying to find, and addressed all our concerns and questions. He also made sure our furniture delivery was aligned with our needs....