Hanks Fine Furniture — Local services in Russellville

Great customer service. Quality furniture. I will be back :)

Unfortunately I have to edit this. Tharina and Jeff were great. Very helpful. I would love to make future purchases from either of them. They both get 5 stars.

But I will not be returning to Hank’s for any purchases. My initial purchase was for Kingsdown bedding and frame which cost more than $5000. My follow up visit was due to being dissatisfied with the comfort of the mattress I bought. Based on the ‘customer assurances’ posted on the Hank’s website, I wanted to take advantage of the 30 day bedding comfort guarantee and exchange my new mattress for a softer one. Dillon, the manager, was called to address my concern. He started out by saying that we hadn’t slept on it long enough to break it in. Which I understand. But if I wait more than 30 day, I’m outside of the comfort exchange policy. He then told me that the store does not have a comfort exchange policy for Kingsdown bedding. And that the new salesman should have told me it could not me exchanged. Which he followed up by telling us to have our kids to jump on the bed to break it in. (Which according to the Kingsdown website would void our warranty). During our conversation he repeatedly told us that it was no use for him to even try to contact anyone else about an exchange because he had been told no in the past. And compared buying a new bed to a pair of new cowboy boots, that will leave blisters and sores til you get them broke in, then they’ll be comfortable.

He did give us the phone number to Kingsdown. But followed that with assurances that we would be told by them that we cannot exchange it as well.

I was sooo terribly disappointed in Dillon’s lack of concern with our discomfort, the ‘sorry for your luck’ attitude he conveyed and his refusal to even try to contact a superior about our concern. I give him a ‘zero...

Well where do I start.... I wish I could give ZERO stars. We went down to check out some sofas and loveseats for our new house. We seen some stuff we liked. I was checking out a floor model of a table we purchased. it had some damage to it. The sale rep said we would get all new stuff from the warehouse. My girlfriend got a credit card for hanks. Due to me closing on a house and not able to open up a new credit line. They told her that it would be 3 years deferred interest. So she purchased a loveseat, sofa, small kitchen table and six chairs. The delivery company was a joke. They attempted to deliver to the old address. They didn't call beforehand, and they charged us more then they quoted. Also we got the floor model that was damaged, no mention of it, no discount either. Also we were charged up front for sale tax and a protection plan she didn't ask for. And we were setup on a lower APR for 12 month not 3 years deferred interest.

Either way I expected a lot better customer care then what we received. We also visited Cleo's furniture to get our bedroom suite. They gave us a deferred interest plan on the same credit card, they both use synchrony bank. Either way I will not use Hank's fine furniture again. There are superior...

My experience at Hanks has been one that has had quite a few mishaps. From Covid delays out of their control to suppliers sending the wrong furniture and even a hiccup or two on Hank’s side of things. What makes it a 5 star experience despite the things that have gone wrong, the Store Manager Joe and my salesperson Zach have been the epitome of professional, kind, and most of all understanding while keeping communication with me every step of the way. They acknowledged my frustration, understood it, recognized it, apologized for everything (even the things out of their control) and have gone to bat for me every step of the way. My experience, despite its issues, has been positive because of Joe and Zach. I really hope someone at Hank’s understands how valuable those two guys are and does what it takes to keep them there because it is their level of service that will keep me coming back. Mishaps will happen at every store on the planet. Not every store on the planet has the team and culture to do what is right, but Hank’s does and for that I’m a...