Hank's Fine Furniture — Local services in Mountain Home

On 12/26/2024 we purchased a living room suite along with the additional warranty. The salesman processed the wrong product which we called to get corrected. We had requested delivery service which was scheduled for 1/2/2025. On 12/31/2024 we received a call very late in the evening saying they were certain we would not mind waiting for an additional few weeks for our furniture. Well, yes, we did mind so we drove to the store and picked it up on 1/2/2025. Upon our return home we installed the furniture and found the right side motor on the sofa was defective. Immediately we called the store and were assured a replacement would be ordered and the unit would be repaired within a couple of weeks. On 2/7/2025 we visited the store where we were told they were unaware of a problem but a part would be ordered and we would be contacted in no more than a couple of weeks to set up an appointment to repair. On April 14th we again called Hank's and were told , again, they were unaware of an issue and they would order a part for repair. I told the representative they had previously stated the same information and that we had paid money for them to service any defectives. I gave them until COB that Friday to get some sort of resolution. Friday, at 5:53 a woman called and said she was working on the issue and that she would personally callback with information but that with all the tariffs it would be unlikely if the part has to be ordered from China that we will have resolution anytime soon. We never received another update from her so I called back on May 16th and told them I was tired of the bullshit and lies that I wanted to have some sort of contact with anyone that could help me by COB that day. Timothy called at almost 6:00 pm and was full of the same old line and I told him I was done with the lies and that I wanted it fixed. He asked what the problem was, again, and I explained the issue. He diagnosed that a technician could resolve the issue and one would be at my house the week of June 2nd. I was skeptical but received a call from a service company a few days later. The appointment was scheduled for June 6th. A technician did come and fix the unit. The buttons to operate the controls don't work properly but I am sick of the lies and hassle of trying to deal with such unscrupulous and unethical businesses. The bottom line is, don't expect help if you have an issue. It has been 6 months of frustration and continual lies and shifting blame. If this is the after purchase service, new buyers must be all that use them. The impression is that being a good liar and not caring about the laws that govern fraud must be a requirement to work there. My sincere hope is that the Mountain Home store goes out of business and the employees are all prosecuted for...

I have bought a sectional from Hanks that, when delivered (late), the hooks were on backwards, and the delivery men said they would have to have technicians come and fix them. After a few days, I called, and they said it would be about 3 weeks. They sent out the same two delivery men. After they left, I noticed a seam coming apart and called and spoke with Blake, who asked me if I could save him some money and he could come by and get it done, but once it was done, it wasn't his furniture seamstress; it was someone that worked there. That was fine as long as it held together. The hooks wouldn't stay hooked, and Blake came back out to reinstall them correctly. Then, after a short time, we noticed one cushion sat lower than the rest. After reporting it, they said it would be "quite a wait" before they could get a technician out to me. In Mtn. Home. After a couple weeks, I checked back in and spoke with Hunter, the new store manager, who said he would try to get me a replacement couch and call back, but he could not, according to his bosses. A company called me and scheduled an appointment, saying Hanks called them to repair it. They came out to repair it about three weeks later. I work from home, and next thing I know, he's sawing and drilling. He took the fabric off the back, showed me a thin, broken board, replaced it with a bigger board, had me sit on it, and it was much better. Finally, I think it's good to go. A few months later, the hooks holding it together came apart and completely fell out of the couch. Now, all of a sudden, the same area is sitting lower again, and you can hear wood on wood rubbing. I called Hanks and spoke with Hunter, and he said he would get a hold of that same technician and get right back to me. I believe that was last Monday or the Monday before. Prior to this, I had my furniture from another location for over 10 years with no trouble until about the 12th year. I tried to reach out to the furniture company, Klaussner, but they closed on 8/2023, which is around the time I purchased. I also purchased a 3-year warranty at Hanks, which they said they would repair or replace. They have been repaired, temporarily, but I didn't think it would take so long. There was poor communication at times, and what felt like cut-corners, and I didn't think I would do this often or so soon after the purchase. It's unfortunate. I was hoping to purchase another piece of furniture soon, but I think I've had enough, after so many issues. So quickly after purchase of a 3500.00 sectional long with a warranty. That I will not get back now, no fault of my own.

Edit** 5/28/24 even though someone responded to my review I still have not heard back from...

I bought chairs with a warranty that were not cheap. Two of the chairs ripped and the bench ripped after just having them a couple of months. I was supposed to be covered under warranty for any rips or tears but after calling, sending in pictures, and filling out all the necessary paper work. I was told the company that made the chairs no longer will fix them. I had to call several times to try to get answers. I was told they would call me back time after time but I never received a call. After several months I finally was told they would give me three replacement chairs but they didn’t have them at their warehouse. I waited and waited for a call that they were at the location where I could pick them up. After several more months I called them and oh they happened to be there but no one bothered to call me. So the following weekend I drove over an hour to pick up the replacement chairs only to find out I couldn’t get them because I didn’t bring my ripped chairs to exchange for. Well no one bothered to tell me this. So a wasted trip couldn’t get the chairs. Very poor customer service and never held true to their word with the warranty or call backs. Serious lack of...