Hank's Fine Furniture — Local services in Dothan

Went to Hank's, Dothan, AL to give them a try. Bought a nice leather sofa, or so we thought. First, they wanted $139 to deliver 5 miles down the road, we declined and picked it up ourselves. When it finally arrived 3 weeks later, we picked it up but asked that the plastic wrap be left on it in case of rain. We got it home and unwrapped it and the arm was severely broken on the inside. They sent someone out about 3 weeks later to evaulate and it was determined that it was not repairable. First, the manager Nathan blamed us for the break in the arm, zero professionalism. Then, they were only going to give us credit minus the sales tax to find another sofa because they didn't have another at all. We went to the store, there was another one. We saw that the one on the floor, the "last one in existance" had been repaired and they were selling it as brand new. How can brand new furniture be repaired and still be new? We spoke to John J and he said he would gladly bring us this sofa and exchange frames with us and give us the sofa that did not have a broken arm. He was going to deliver it to us. The night came for the delivery to take place, he was a no show. I called him and he acted like he had totally forgotten. I called the store, spoke with Nathan and he told me we could not have that sofa due to it being with a set. Again, he said we could have store credit minus the sales tax. Is that even legal? He was very unprofessional yet again and hung up on me. I made a couple of phonecalls to the corporate office and finally spoke with someone who said she would call the Dothan store and speak with them, but Hank's allows their store managers to make such decisions. She said she would call me back regardless, she did not. We ended up having to have the sofa repaired ourselves. Good as new after $275 more spent. I would never recommend this store to anyone. They are allowing young people to run it into the ground and based on other reviews we are not the first to have a terrible experience. I wonder if Hank is turning over...

I want to start by saying our salesman at Hank’s Furniture was fantastic. He was helpful, kind, and attentive—this review is in no way a reflection on him. Unfortunately, the rest of our experience has been awful.

The manager and customer service team are incredibly disappointing. Once they have your money, they simply stop caring. During delivery (which I understand may be through a third party), the driver ran over and destroyed a $30 solar light in our yard—where our kids play—and dented our brand-new mailbox. Note that it’s not in the way at all so it would’ve been easy to miss. I had to spend my time cleaning up shattered pieces of the light from the yard to make sure it was safe for my children. We didn’t make a fuss at the time because we appreciated our salesman and had planned to return to furnish the rest of our home.

That won’t be happening now. A piece of our couch was missing, and when we contacted them, we were told it would arrive at the warehouse soon and we could either come pick it up or pay another delivery fee. When we called back to ask for a refund instead, they flat-out refused. They said they could cancel the item, but we wouldn’t get our money back.

I really, truly hate to be like this. I NEVER leave bad reviews—no matter how my experience was, I’d usually just move on. But this was such a disappointing situation, and people should know what to expect. The manager’s attitude is unprofessional and dismissive. Rather than offering any real solutions, they act like you’re an inconvenience for simply expecting decent customer service. It feels like a complete waste of time and breath to even try to get help.

Bottom line: once they’ve made the sale, you're on your own. We won’t be back, and we’ll be warning friends and family to avoid...

Unfortunately we have had a horrible experience with Hanks as well. Nathan took the order and was very responsive at that time. He told me 6 to 8 weeks but it would probably be earlier. He said he would send me updates on the status. 6 weeks later I called because was having company and wanted an update . First I tried the cellphone number and was ghosted. Then I called the store and was told that they would check and no return call. The next week I called and they said we won't have the furniture as planned the company ran out of fabric. 3 weeks later I called because my husband was having surgery and hadn't hear anything from the store. They didn't respond. I even painted my walls and bought curtains to match the set we loved so much. He had to sit on a lawn chair in the living room. We shared this with Nathan He said he did not see it on the next shipment so it would be a couple of weeks after that. This will make it week 13. I called the manufacturer who told me they couldn't understand it being that long and that they would look into it and get back to me. Nothing. Another week went by. I sent a message to the store that we wanted to cancel and they responded within 5 minutes to that telling me I couldn't cancel. It was a special order. I told them I don't want it . What happens when something is wrong . I can see now from the prior reviews that it will not be pleasant. We really wanted this set and we couldn't find it any other place locally. So sad and now we have to fight with them to cancel the order 2600 later. No living room set for even on a shipment . I am beyond stressed and dissapointed about the...