Hank's & More Fine Furniture — Local services in Fort Smith

Jay sold them a sectional couch that he raved about, assured them that he had the same couch, and pressed very hard for the sale. He upsold them extra pillows, and a guarantee that apparently doesn't actually guarantee anything. With two months the couch cushions were deformed and the corners were warping. The couch doesn't have traditional cushions, but is instead just stuffed with loose stuffing, that loses it's shape and deforms over time. We paid well over a thousand dollars for the couch, but quality wise, it is something that you would expect to pick up for a few hundred dollars at Big Lots.

We called to see what could be done, and Jay, who then revealed that he fibbed about being the Store Manager, made some vague offer to let us get more loose stuffing, claimed that nothing could be done (so much for that warranty...). We asked to speak to the store manager and he said he would have her (Nikki) call us the next day.

After a week with no call, we went into the store and were greeted by Jay. He informed us that he had forgotten to talk to his manager, but he would get her now. He came back and told us that there was nothing they could do. After persisting further, the store manager finally agreed to talk to us. Nikki first told us that we were lying about the quality of the couch, and that Jay would never mislead us about a product. Eventually she admitted that her sales people had been up to some shenanigans due to the coronavirus and them being on commission, but she waived it off as no big deal. She agreed to consider letting us return the couch, but we had to let her come into our home to inspect the couch personally. We agreed and set a time for her to come by that night. She showed up an hour and a half after the agreed upon time. She grumbled a bit, but eventually agreed that the couch was poor quality. She agreed to let us return the couch for credit, but would not consider a refund. She told us that we could have to pay to have the couch returned, and then pay another delivery fee for the replacement couch. We agreed to these terms.

The next day we went into the store again, and picked out a replacement couch. She refused to let us have the floor model, and told us they only had one of three parts of the couch currently in stock. She told us that they would order the rest of the couch, and it should be in the store in two weeks, three weeks tops. She told us we would have to pay another delivery fee once the rest of the couch came in, on top of the return fee for the first couch, and the one part of the replacement couch.

This past Tuesday was three weeks, and we hadn't heard anything, so we called the store, and my wife spoke to Nikki. Nikki told my wife that she had a business to run, and that she didn't have time to keep track of our order, but then she promised to call us with an update that night. Wednesday afternoon came, and still no call from Nikki, so we called and my wife spoke to Cathy. Cathy said that Nikki wasn't available, but that she would personally look into the status of our order, and that she would call us back in an hour.

Now Thursday afternoon with no call back from Nikki or Cathy. My wife calls again and speaks to Cathy, who claims that she "forgot" to get back to us. She tried to pass the blame to Nikki and Jay, for her "forgetting." People at this store seem awfully prone to "forgetting." She told us that she would look into it, and would call us back. This time she actually followed through!! However, she informed us that our order would be in until at least September now, but she couldn't explain why. At this point my wife insisted on speaking to Nikki.

My wife was frustrated but composed, but Nikki hung on on her when she insisted on an explanation for why we had been told 2-3 weeks, if it would in fact be months. My wife called back and got the information to file a complaint with Nikki's direct supervisor, and explained to Nikki that we are through trying to deal with her or any of her employees...

First I want to start with a positive, we had a wonderful experience while shopping for a sectional from Hanks. The sales guy was very nice, attentive and knew the inventory well. We were excited to get our new sectional fairly quickly after we ordered it and everything went smoothly. Fast forward a couple of months and we started having issues with the foot rest popping anytime we would put it up or down and occasionally would almost get stuck. It was very infrequent at first so we didn’t think much of it but after a month it started doing it more often. It took us a couple of weeks after that to have time to go in, but we eventually went in on 12/09 and spoke with the team upfront and explained what was going on. They were quick to know what was going on and said the mechanism in the sectional needed to be replaced. The lady we talked to wasn’t sure if they had one in stock so they were going to check and call us. A week goes by and my fiancé calls and asked for an update.. we were told they had to order a part and they would let us know when that was done. No big deal. We wait until after the holidays to check back in so early January we were told that the warehouse shut down for 2 weeks so they never received a part and then told us it could be another two weeks for it to come in. Fast forward again and we call after the two weeks and we’re given the same message again… another two weeks although this time they said they would check and see if maybe they had another part somewhere else and give us a call back. We never heard back from them. We called a week or so later and a different lady answers and she was very nice but understandably wasn’t aware of the situation and didn’t know the answer so she was going to have that person call us back the following Saturday when she was back at work. For the first time, they actually called us back when they said they would, and said they didn’t have a part and would call us on 02/12 with an update. 02/16 (today) rolls around and they’ve yet to call us- my fiancé had to call them again and ask what was going on because it has now been over two months since these parts were supposedly ordered and no one has told us anything except the warehouse was closed for 2 weeks. She lets us know to talk to Nicky who was not there yet but said she’d been in later on in the day. My fiancé calls and talks to her and while she was finally able to schedule us for our sectional to be fixed, she was very rude and condescending. She blamed us for the couch not working saying that it sounded like it was broken because someone was sitting on the footrest which is not true at all. She never apologized for the lack of communication on their end- there were multiple times they told us they would call and never did. The couch is under warranty and while we understand that it can take awhile, having clear and reliable communication goes far in these situations. We would have been more patient and understanding. Also blaming the customer for something we were told is a common problem on these electric sectionals is absolutely uncalled for. I would say as long as you don’t have any issues with the furniture you buy, you’ll be fine, but if you do just expect to be blamed and it take...

My wife and I went to NWA to get our car serviced. While waiting we decided to do some shopping for her birthday and a get a bed I promised her.

While there we made a decision to get some new living room furniture.

Sam, our salesmen gave us a fantastic experience and we were very excited to receive our new furniture.

I opted out of delivery and decided to pick up the furniture myself, at the Fort Smith location and put it together.

When I arrived, I was greeted by Brian In the wear house. He helped us load the furniture with a few jokes, he helped us locate our furniture and we were loaded quickly.

Getting home and trying to assemble the couch footings, I was frustrated after a sleepless night, early morning and a very long day. I found that the instructions on how to attach the footings were not easy based on instructions that said to use screwdriver.

After stripping two screws I called the NWA location and talked to Kelvin and Harrison. I was not patient with either of these gentlemen but they maintained a professional demeanor.

After four phone calls they had Brian out to my house to help put the furniture together and 10 mins later I had my furniture in place and was humbled by the experience.

They have earned my business and I could not be more pleased with how things turned out.

Thank you Sam Kelvin Brian and Harrison!

You all rock.

I will be back in the near future to purchase some items I had my eye on...