Hank's Fine Furniture — Local services in Panama City

Truly disappointed. Bought a leather queen pullout couch (a bedroom set and a massage chair) from Hanks. Waited 4 weeks for delivery to our vacation/rental home. Couch showed up unwrapped and no straps holding the bed closed. Delivery drivers had a tough go of it needing to tilt the couch to come in the front door. Once it's in and they set it down... the two front legs bend in immediately. Driver was so overcome with the weight of the couch coming in the door that it took a good minute for him to recover before he could lift the couch off the bent feet. Gave it the benefit of the doubt, and we turned it over to see if we could screw the legs in tighter figuring they might not have been done at the warehouse. Tried several times to stand up and finally got it a little bit better on the last try. We set it in place. However, we reached for the strap to pull the bed portion forward, and the entire couch collapsed. The delivery drivers were very courteous and told me I should not accept delivery and they would take it back to the store. I agreed, but I also called Hanks to let someone know I was refusing delivery based on the condition of the couch. We were all of the same opinion that there is no fixing the legs with the current screws. This bed has to rest on those feet in order to be extended.🫣

The office said they would order another couch, however I asked them to wait until my husband and I had a chance to come in the store. I told her I was very concerned about how short the screws were to hold the feet on the couch and was worried eventually they would wear out with all the opening and closing of the bed. She really didn't say much and that she would let someone know. As the drivers were trying to take the couch out, the bed portion flipped forward and the driver had to stop the couch shattering a big decorator shell into a million pieces. 🫣 He was very apologetic and wanted to pay for it. I told him it was unnecessary because of the way that the store sent the couch out. It wasn't his fault! It was one thing after another for 15 minutes. The drivers truly apologized.

I visited the store to find out that no one at the store could issue me a credit or a refund that I would have to wait to speak with the manager later in the week. Very defensive. Not a single "we are very sorry this happened to you"! I repeated several times to them what they were saying to me and it was basically we might've delivered you a broken couch, but you should've accepted delivery and we would've fixed it so we cannot give you a refund or an exchange. (Look at Hank's policy in the picture... I didn't receive the product because it was broken)😵‍💫😵‍💫 They also said they would never send a broken couch so it must've been the delivery drivers that broke it. 🫣 I of course, said I'd like to speak to someone else and I was given the main office number. Called talk to Lauren and then someone else got on the phone with me to tell me that they would be calling the store. I went back in the store and they said they would give me a credit. I asked for a refund. I got a "look under the hood" so to speak and the couch was not going to hold up made the way it was made.

Would you really do business with a store that delivers a broken piece of furniture and blames the delivery driver... then tells the customer it doesn't matter that the couch was not delivered.. said it should have been received and called for repair... FOR A BRAND NEW COUCH? I'm still waiting on the bedroom set because I was told I couldn't cancel although I haven't received it. 😣

Think it over before you shop at Hank's.,. especially since they say the best thing about them is their customer service after the sale??? Everything is pretty much a final sale even if it's broken.😐😵‍💫 Hank...

Do not shop here! I am having a horrible time with Hanks furniture. My inlaws gifted up a table and tv console. After two weeks the table was delivered but the TV console was not. The delivery drives had no idea why and the store did not inform me why. I gave them a call and they said they would call me back when it will be available to get delivered. I waited two days and decided to give them a call. I was told it would be delivered in two weeks. I waited and still got no calls. I called again and they said it would get delivered that following Tuesday. Now it has been a month. The delivery guys came with the a TV console I did not pick out in the store. I sent it back with them and called the store. They told me I had to wait for my salesman Bill, he was busy and would call me back. I did not get a call back that day. I called them the next day and I was again told salesman bil was "busy" and he had to call me back. I called again another day and the lady who answered the phone said the wrong tags were put on the console I picked out and walked salesman bill over to show him. She told me they are working on it and I would get a call back. I never did. I gave up and went into the store. I walked up to salesman Bill who said he was not working yesterday and didn't know anything about it. This has been going on for two weeks now.... He asked another salesman about it and he didn't know anything about it. Bill brought me to his computer and said the wrong tags were on the console, that it wasn't my fault and they are looking for a way to make it right. I actually got a call the next day they said they wouldn't honor the price of the console I saw that day in store and the best deal they could offer me was what the store had paid for it. I was blown off and got the run around for over two weeks about this. I was informed they had those tags left up enough for someone the same week to have also attempted to purchase this console. We paid outright with Hanks furniture for these items. They have our money and we do not have the console we paid for. We called corporate and again are getting the run around. I am so upset and I can't believe this mega corporation won't right the wrong...

Curb appeal was the first attraction that drew me in !!! But the customer service was even better !!! Scott was the salesperson that approached me and he was polite, courteous, and he knew his stock !!! The ladies behind the service area were also very sweet and courteous. You could tell they were a working team at Hank's ! Quality furniture with quality staff !!!! Thank you Hank's !!!!

Just to finish my shopping experience....my furniture was delivered when it was promised !!!! The two men who delivered (Eldridge and Joey} were knowledgeable of their job, polite , and worked great as a team. They set the furniture where I asked and took the plastic and cardboard with them when they left. They were great at representing Hank's !!!!!! I give them a FIVE STARS !!!! My shopping experience was very enjoyable ....clear to the delivery !!!!

The above was written sincerely...then after the check is cashed this business doesn't want to be bothered. My couch had a tear on the bottom (who knew a person would have to go over the delivery with a fine tooth comb - especially from a furniture store that advertises fine furniture. After bringing this to their attention they did agree to fix it...BUT...the girl who waited on me did not follow through and i finally called to find out when the couch would be repaired. SHE ACUALLY LIED TO ME ON THE PHONE. I say lied because she put me on hold and came back on and said "The woman who does the repairs will be in tomorrow at 9am and she will call you and come out to fix the tear." I did not get my 9am call and by 2pm I got a call from a MAN NOT A WOMAN. He told me there was no woman ...he was the repair man. Why lie !!!!! I will not return .... I can go to another store where it is not necessary to lie to the customer. I still cant figure out why she felt she had to lie to me....I just wanted my couch fixed and it didnt matter if it was a man or a woman. Be very careful of this store and the employees !!!! I drop this...