Hank's Fine Furniture — Local services in Conway

Let me begin by saying the furniture here is quality and my issue does not rest with it, furniture manufacturers, or delivery team. The sole reason for the low score is Hank's customer service.

Our shopping trip started out well with helpful associates who were there to answer questions while not being overbearing. We were able to make a decision based off our needs and did not get pressured to go with the more expensive option.

It was when the purchase was completed that things went south. When we got to our vehicle we reviewed our invoice and saw that four instead of six chairs were ordered for the kitchen table. No big deal I thought, glad we caught it, let's go back in to fix this. The associates rather than apologize questioned if we had said we wanted six chairs and then made excuses once realizing the mistake.

Second issue occurs when we call the store to ask about an estimated delivery date for our love seat, only to find out the love seat was sent to the North Little Rock warehouse for pickup not delivery. They question us on if we had said we wanted delivery. They find out the order was input wrong. All of which causes the delivery to be delayed.

Sadly it does not end there for when the love seat arrived it was in the wrong color. We call and they question us (standard operating procedure apparently) before saying the order was done incorrect. The correct love seat would take six to eight weeks to be delivered, and they were sending the delivery guys to pick up the wrong love seat.

For context we had just moved into our new home. There are three of us and we have a recliner and a chair with an ottoman. The third person and any guests have been sitting in lawn chairs the past month. I was not going to sit in a lawn chair for another two months. We go to the store and I say, "Hey we need to keep this love seat until the correct one arrives we've been sitting in fold out bag chairs." J.T., assistant store manager, says that he can't make that decision, it would be up to the store manager who left about five minutes ago, he'll call you on Saturday. I tell J.T. what I think about Hank's customer service and I was about to really get going when my wife ushers me out the store.

Saturday arrives and we get a call but not with the store manager. Instead it is the original sales rep who flubbed this all up to begin with. I had promised myself that I was going to stay cool and be civil so I let him say his part; they will let us keep the wrong love seat until the correct one arrives. After expecting much worse I was pleasantly surprised and left this interaction without a bad taste in my mouth or elevated blood pressure.

Four or five weeks pass and the store manager (he does exist) calls and says that our new love seat will be arriving soon. He says they will cover the cost of delivery but it really needs to be on a Tuesday because they get a discounted delivery rate on Tuesdays. Well I would hate to inconvenience them so I agree.

It's now the day of delivery a few minutes shy of noon when I get a message from my wife. My mother-in-law who has graciously agreed to come over and wait for the delivery has not received a call yet confirming delivery. I call the store and the lady says she does not see our love seat on the delivery manifest (here we go). She calls the delivery team who, bless them, confirm they do have the love seat and will get it out to us that day. I thank the lady who was the first person I dealt with that had quality service skills and did not question me about the validity of my problem.

At last and with great pleasure that I can say my dealings with Hank's has come to an end. Plagued with problems from the beginning there was only one way Hank's could have redeemed themselves in my mind. Accept responsibility, apologize, and make it right as best they could. While they were given many chances they regrettably failed at each opportunity.

Tl;dr : Pros - Furniture/Delivery team Cons - Hank's...

MY husband and I went to Hanks in Conway to look for a power recliner for myself. A sales person named Brandy helped us and she was very helpful. However, after purchasing the chair and bringing it home, I realized that I may have made a mistake. I decided to keep it for a month and see if it was going to workout. It has made my back much worse. I called Hanks this morning and was told that I had 2 weeks to return it and it was past my 2 weeks. I explained to him that one week I was hospitalized and I said I was out of luck basically. He said I could bring it in and exchange it. That is NOT what we were told at the time of purchase. The Brandi the salesperson told us we could return it if we did it didnt work out. She said try it for a month and if I didnt like it, I could bring it back!! DO NOT BUY FROM HANKS UNLESS YOU ARE 100% SURE YOU LOVE WHAT YOU ARE PURCHASING!! Brandy told us we could return it if it didnt work the first month. IT's been 3 weeks (one week I spent in the hospital) and they refused to allow me.to return it!! I dont want to exchange it and I dont want this recliner no one would if they were 5ft. Tall!! Brandy should know that the recliner is NOT SUITABLE FOR A PERSON 5FT. tall. Now realizing this as a consumer now, I will NEVER EVER BUY FROM ANYONE BUT LAZYBOY!!! I Will take Hanks to small claims and hooe to recoup my mk ey after Jan.1. Unt then, I am without a recliner and very uncomfortable. And lastly, I'm Senor citizen!! SHAME ON YOU HANKS...

Furniture looks great but majority of "wood" furniture are just a laminate and I would suggest going somewhere else that has solid wood furniture for the price Hanks charges. My 1 star experience stems from my purchase of a sectional and as part of the sale I was given a 4 year warranty. The stitching on the leather sofa came undone and the tech they sent said it was a common thing. He could not repair it completely and said when it comes undone again call it in and Hanks would replace the entire leather seat. When it finally came undone again, I called the service manager who is super stressed and under pressure to control costs. She took over 2 months to tell me there is nothing they can do. The tech literally told me that I should take a knife to it and cut the couch because the warranty I was given only covers accidental damage; the warranty would NOT cover manufacturer defects. I refused to be complicit in insurance fraud and cut my couch and Hanks refused to cover the manufacturer defect repair. I will never do business with Hanks and I strongly suggest you stay away. You only know how good a company is when you have an issue. This company does not, and will not, stand by their products. They never offered to make this right by offering any type of discount, not even $1 off a new couch. For the price I paid for all the furniture in my house from Hanks, almost $10,000, it's...