Hansen's Furniture — Hotel in Atwater

Awful customer service, and poor quality furniture. A couple of weeks after the delivery of our coffee tables, a guest picked up a magazine from the selection we typically keep on the table, and noticed that there was a large bubble on the surface of the table. We found this odd, because it was on the side opposite the couch, where we only ever keep magazines and a box of tissues. Upon closer inspection, we noticed several other places where this occurred. We are painfully careful to use coasters under the rare beverages we actually have on the table. I immediately contacted customer service, and was instructed to send some pictures, and that a technician would take a look. I did so, and waited. And waited. And waited. Finally, I reached out, and she said they had not received the pictures. So, I E-mailed them again, and again just to be sure, requesting a response just so I know they had been received. Then waited. I called and left a message requesting a call back. Nothing. Finally, I E-mailed her, asking whether they had been received, and got back a simple reply that it's water damage, nothing they can do. So I called and explained that it was impossible for it to be water damage, and I just want to return the table set (two side tables and a coffee table), and was told to contact the store manager in Modesto. I called, and the salesperson said they would call the manager, and get back to me. No response. I called the next day, and they said the manager would come in and look at the pictures I had sent, and get back to me. Any guesses on what comes next? No response. I called again, and was told the person I had been speaking with wouldn't be in for a few days, and had left no information regarding my issue. So, I called back the next day, and was told the manager was with a customer, and would call me back. I called a couple hours later after no response, and was told the manager was on the other line, and would call me back after. NO RESPONSE! I called again, and nobody answered (during business hours) so I left a detailed message. No response. This is very basic customer service. They could have offered to have somebody come look at it, they could have offered to exchange it, they could have offered to refund it. They told me they can't return a table that had been in somebody's house for so long, despite the fact that I had spent weeks just trying to get an answer from customer service. It's not even something the store did, it was a problem with the product from the manufacturer. They could have simply reached out to them. They said that I didn't purchase a 5 year warranty, so there's little they can do. I shouldn't have to purchase a warranty to receive some basic customer service for a table that has problems with the finish after a mere couple of weeks! I could have been a loyal customer if somebody had simply acted like they give half a damn about the merchandise they sell. I will be advising anybody I know to go to Slaters, or Costco, or Amazon, or even Ikea. Those places all stand by their product, or at least provide the most basic of customer service in addressing issues with their products. They understand that returning or replacing an item, and being out a few dollars now, means much more money in the future when that customer returns because they know they will be heard and have their issues resolved. Well over a month into this issue, I am still having to call regularly just in an attempt to reach somebody who might be...

One pissed off customer

I have been a loyal customer of Hanson for more than 10 years. However, I am very disappointed in the lack of customer care and employee negligence. They have shown complete lack of loyalty to me.

On February 2016, I got an approval to receive a new arm piece for my sectional through the insurance due to damage. I called Hanson to make sure everything went through smoothly. Order went through and everything seemed okay.

April 2016, I called to check up on an update on when my couch was going to arrive. I've called many times in between wondering what's going on also. I talked to the service manager named Frank and he said it was on backorder but it will be ordered eventually.

Beginning of June, I talked to Frank again, after many more calls he finally took my call, and he said that the fabric was on backorder and that he was pretty sure it was due to the unique fabric pattern of the pillows but ensured me that I would receive my couch by the beginning of July. Now being almost 6 months since I've first placed any call about this.

September 2016, going on 7 months since first making the call, I talked to another customer representative Jasmine who informed me that no couch was ordered under my name. I called the insurance company and was told that all the information had been sent and that there was no problems on their end. The insurance company resent the claim information, to which I called back to make sure they received the claim via email. Jasmine told me they did and proceeded to tell me that another worker was in charge of insurance claims a few month back. Apparently, that the employee ended up quitting and my order fell through the cracks yet again. Though I don't know what that has to do with me since they have had my order claim since February. I have waited nearly the whole year with no assistance by Hanson’s side. I have left many messages with the owner of Hanson with zero return calls. I believe they want me to just go away. All they seem to know how to do is give me the run around an excuses. Not one apology, not one thing they state they are going to do to make this right. And I've been waiting for almost a year. It's now half way through October. I believe Frank is lying to me. He certainly isn't doing one thing to try to fix it other then give excuses.

Hanson’s negligence has led to this review. All of this is due to the customer service’s inability to process the information from my insurance company in a timely matter. Not only that but I have yet to actually receive the couch they had promised me back in February. Maybe it is a new owner or completely new staff but this is not the Hanson of 10 years ago....

We needed a couch to fit family time. Catching a movie together or playing a board game. We were also working in a tight space and had concerns with fabric. Add to this sciatica issues and we have dogs--we had a pretty tall order to fill.

We barely started looking and soon found ourselves inundated with internet ads for LoveSac or companies with very little history behind them. We went to a LoveSac showroom and found that it was very uncomfortable and the colors/fabrics were limited.

We found ourselves in Fresno and opted to drop into the new Living Spaces to see options out there. Again, very limited colors and we found ourselves resigning to the definition of comfort. "It was comfortable.... right?" We checked out Ashley Furniture and Furniture City. We kept finding cheaply built furniture that is designed for current trends, not built to last. When did furniture become so disposable?!

We were replacing a La-Z-Boy reclining couch purchased back in 2008. Nothing wrong with the couch--we just needed more seating and the matching loveseat had burned with our home in a wildfire a few years back. We had the full size couch at another location so it was saved.

We dropped into Hansen's in Winton to check out what they had. Not really sure we would find anything, because--honestly, at this point we were resigned to the idea furniture has become SO DISPOSABLE. And we wanted a new couch that would serve our family for years to come. Look good. Be comfortable. Be easy to clean. Not breakdown. Be timeless.

Matt was patient and helpful. He answered all of our questions. He helped us find fabrics that are pet friendly, family friendly and will last. He suggested layouts and did quick calculations to help us spatially plan and use our space best. When we had concerns about color options and not knowing how it would match floor and walls in the different lights throughout the day and night, he let us take sample swatches home.

No high pressure sales, it was an absolutely pleasurable buying experience. We'd highly recommend checking out Hansen's. They are one of the very few that still offer quality furniture options matched with excellent customer service. It's...