Hank's & More Fine Furniture — Local services in Destin

Worst Service ever. I had been looking for furniture for a while now and I happen to see the store and decided to pay a visit. I automatically saw what I needed and proceeded to select my furniture and pay for it. Before I left I asked the sales person if they had a warehouse and when could I pick it up. He advised me to pick it up the following day. One piece would have to wait for the next shipment, so I agreed to pick up at a later date. When I went to pick up my furniture they proceeded to give me the furniture off the floor. I immediately asked why, their response was that I was already aware of this. I told them NO, I paid for new furniture. I asked to speak to a manager and they provided an assistant manager. She then explained that they were selling the floor furniture, I explained that I was not told that I was buying off the floor. She then stated that I already had a discount, what else did I want. I was appalled and told her NO, I happen to come in on a day that they were offering a store wide discount and that it did not apply. She tried to remedy the mistake and gave me an extra discount after going back and forth telling her that I had bought furniture under false pretenses and that her staff should advise the customer what they are buying rather than making decisions for them. Had I known that I was buying off the floor I would have then been able to make that decision for myself. It is not right for them to do that to their customers. I agreed to the extra discount and waited for the next piece to arrive. After a week and a half, I pick up my last piece of furniture and take it to my destination only to find out that it was damaged. I called the store immediately and spoke to the assistant manager and she offered to have keep the chair and when the next shipment arrived that would deliver the new chair. I thought it was thoughtful of her given all of the trouble I had experienced from the very beginning. Now, a month goes by and I called to check on status of my chair and I'm upset at this point because they had not even given a courtesy phone call to give me any status of my chair. They said that a manager would call back. I received a phone call from the Store manager in which I cannot describe with words how unprofessional, rude, condescending, disrespectful he was. He told me that I would not get my chair delivered because I had not paid for a delivery, that the assistant manager had not said that they would deliver, and that it was a misunderstanding and that I was going to have to come and pick up the chair or come and get a refund. I was completely enraged at the way he handled the situation, when I told him that's not what the assistant manager said and that they should honor what they said, he told me that she did not say it, when asked to put her on the phone so that she could voice that to me, he said NO. He also said that I could not come to the store to confront her. I said why, she should be able to say that for herself. I said, "do you realize what trouble I've had since I bought this furniture?" He said "I'm aware and NO ONE TWISTED YOUR ARM TO PURCHASE THIS FURNITURE AT A DISCOUNTED PRICE!" I told him I would tell everyone about my experience at this store, he replied, "if that makes you happy when you wake up then by all means!" Clearly this manager is in now interested in keeping clients, and this is what I expressed to him. I had been to this store three different times. I paid for my furniture this is nothing that was given to me, which I also expressed to him. He is in the position to make it right and chose not to do the right thing just because he felt like it. When asked who did he report to, he said "I'm it there is nobody else!" Everybody has a boss. He wears the title; however, he is not worthy of it. When researched on other reviews by customers, I found out that I was not the only one who felt this way. I will never buy from this...

This was our first visit to Hank's in several years as we are not often in need of furniture. But, after deciding to replace a couch, we checked out the selection at Hank's.

Hank's is actually a chain of about 15 stores. The stores are in various areas and states. The fact it consists of a number of stores seems to result in a wider selection of furniture available for quick shipment to the Hank's stores.

There was a wide selection of couches from relatively inexpensive furniture that might be used in a rental unit for several years (and likely to get harder use and be replaced more often) to higher quality (and more expensive) furniture. This is a large furniture store with a number of rooms. The result is a good selection for many items.

We did select a couch. We had wanted a leather couch in a particular configuration. We did not find a configuration we liked but did find a 5-seat recliner set. The texture of the cloth was very smooth and we thought it would hold up with normal use for a number of years.

We worked with the salesperson and also discussed availability and the "Guardian" insurance plan in case we should rip, tear or experience a problem with the reclining mechanism. The couch was reportedly in a warehouse and would be available for delivery in a few days. We also had a list of local charities we could use for picking up our existing "sectional sofa" to make room for the new couch.

We also found a rug that was on the floor and that would go well with the new couch and the decor in our house.

When filling out the paperwork, we heard a discussion between a manager and the salesperson that the couch was a "drop". I thought that meant the couch would be shipped and arrive directly at the store. But, after asking a number of questions to narrow down the meaning of the term and to determine how the process would actually work for us, we gathered enough information to conclude that the term meant the floor model was the only one available. One section of the couch was missing on the floor model but would somehow be added to the order to complete the set.

The reality was we were not wanting to purchase a floor model for the set which had apparently been discontinued or would not be ordered for future sales. The manager assured us the couch had only been on the floor as a display unit for about 3 months and it was in good shape.

While it did appear to be in good shape, I was not willing to pay the listed price for a piece that had been on the floor for that period of time even though it appeared to be in good shape. As there was no reduction in the price for taking the floor model, we declined to finalize the purchase.

The salesperson was very gracious and apologetic that the availability of our choice turned out to be limited to the floor model only. She had thought several were available in a warehouse and learned at the same time we did the only one available was a "drop" item.

The store is very attractive and the salesperson did a good job of showing us items that were likely to meet the criteria we had for this furniture purchase. As it did not work out for the reason outlined, we actually purchased a high quality leather couch at another store.

There is a good selection of furniture at Hank's and the wide variety makes it worthwhile to check out the selection for potential...

Oh how we would have loved to given a 5 star review.  Things started out very nicely with our dealings with Hanks.   Eric was very helpful during the process.  We picked out some exciting furnishings for our new home and things seemed great.  We went in to Hanks right before they closed to the public to set the date for delivery and pay the balance due..  We asked if we could take home any of our furniture and was told that besides the kitchen table and chairs, that everything else was in the warehouse.  Now to our delivery date.  The furniture all arrived and we loved how everything looked in our new home!!!  We noticed a couple dings on the beautiful coffee table and took photos.  My husband stopped by Hanks yesterday to pick up another 2 chairs and noticed the coffee table we had seen in the showroom was no longer there?  We then discovered it was a floor model that was delivered, not a brand new table!!!  How disappointing we were to discover this!    At the time we placed our order, February 29th, we were told all items would be brand new coming from the warehouse in Arkansas, with the exception of the kitchen table set that was a floor model.  Our sales person, Eric, marked the table sold so no one could purchase it.  At no time did he mention nor mark the coffee table as sold or tell us the one in the show room would be delivered to our home.  My husband called the store today to speak with Eric and he was off today, so ended up speaking with the assistant manager Jan.  Actually spoke to her a couple times.   She claimed that the table had only been in the shop a couple weeks and that they buy items from this furniture line in bulk, not special order?  The only problem is we have a photo of this table from Feb 29. She said if we didn't want the table we could return it and she would try and find us a new one.  Okay, so we are suppossed to go rent a large enough truck and find a few people to lift it and put into the truck.  So much for great customer service!!!  My husband told her what she needs to do is order a new table and deliver it to our house and pick up the used show room model they switched on us.  I hate to call this a "bait and switch", but sure seems like it.  Jan had told my husband that Eric would be in shortly and she would have him call us.  Eric called my husband 4 hours later and said, "I heard we had some problems".  As my husband was explaining how disappointed we were with what happened, Eric hung up on my husband.  It took Eric over 15 minutes to call my husband back, I wonder why?  Pretty obvious he was trying to get his story/explanation planned before calling us back.  This whole experience has been awful and just want to warn everyone, be on your guard!!!  Hanks feels much more like a used car dealer than a repuable...