Complaint Review: Hooker Furniture

Memphis - This is a terrible rebuttal.  The problem is that if the store and/or Hooker Furniture represented to the consumer that the desk was solid wood, then he has every right to be disappointed.  Wouldn't you if someone who selling a desk to you and they lied to you?  Bottom line, if what the original consumer says is true, it is likely that he has a good claim for fraud, which would permit not only the recovery of actual damages but also punitive damages. 

I am an interior designer, i've used Hooker Furniture in jobs for over 20 years.  Hooker Furniture is a great line a furniture.  It offers incredible style and quality at a very good value.  But, you have to know what you are getting.  From the pictures you included, it looks like you have one of their handpainted pieces.  These pieces are not stained, they are painted, often detailed by hand.  The furniture is constructed of solids and MDF and maybe even some resin (I couldn't tell exactly what style from the photos).  It is completely painted w/ gesso (the white plaster substance), it is then painted and an antique glaze is applied (to the entire piece, including the leather).  This evens out the colors and gives it that warm, aged glow that attracted you to this beautiful desk.  Gesso and handpainting is a technique that goes back 100s of years to make moderately priced materials appear rich and fine (it is not new).  However, this glaze and gesso can chip and wear w/ use.  That is why the tech came out w/ paint pens, he know what to expect. 

This situation comes up often in the furniture and design business.  It has to do w/ managing client expectations.  In spending your $1300.00 you had an expectation of quality(Solid wood, intricately carved, inlaid leather) that can not be matched in today's market.  The desk you expected would retail for almost 3 times what you paid. 
 

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Original Report:
Hooker Furniture, my story. I was in the market for a desk, but
wanted something special. A unique aged look, I came across a few models
by Hooker Furniture. Hooker presented images of desk on the website
beautiful leather top, intricate carvings. Hooker Furniture website list
these desk as solid wood, with carvings and stained finishes. I don’t
know if any of you are familiar with Hooker Furniture or even wood desk
for that matter.
I can tell you real stained wood does not peel off or wear away to
reveal white plaster coated particle board. Now this desk from Hooker
Furniture was NOT cheap it was $1,300 dollars, A bit pricy for my budget
but the desk from Hooker looked beautiful and I felt it would be worth
saving for.
About a month later I found a local dealer Potomac Furniture who
carried the line by Hooker Furniture. I was excited to see the desk in
person. The rep at the dealer told me this was REAL CARVED stained wood.
So I put down a deposit and went back in a few days to pay the bill and
get this desk by Hooker Furniture delivered.
After about 90 days I was horrified to see the finish wearing away in
high active ares like the desk. The wear on this hooker furniture desk
is similar to how you would see paint wear off an old car. But wait
since when does stained solid wood or even veneer wear off like paint? I
called my Hooker Furniture distributor Potomac furniture and they told
me I was wrong this is a wood desk and what I told them is happening is
my imagination.
Pretty Furious I decided to send them images of this hooker furniture
desk. Once they saw the images they told me they can send someone out to
make repairs but it would cost me. Outraged I argued but this did no
good. Hooker furniture nor Potomac really cared about the desk, or
misrepresentation they took part in. I caved and said I would pay for
repairs of this hooker furniture desk. To my complete shock the repair
man did not show up with stain and sand pager but paint markers.
Now the hooker furniture desk is worthless the top section is actually
chipping up to reveal the plaster coated composite material. The hooker
furniture desk's leather is also chipping off. Funny I'm 44 and have
never seen leather chip away.
I have included plenty of photos of this hooker furniture desk, judge
for yourself. Do you want to save up thousands to buy FAKE wood
furniture, and have it chip like this ? Hooker furniture basically told
me the same thing the dealer did your wrong its wood, if you want to
repaired you have to pay.
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