- Report: #159425
Complaint Review: Hank's Discount Fine Furniture - Springfield Missouri
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Hank's Discount Fine Furniture
1854 N. Glenstone Springfield, 65803 Missouri, U.S.A.
Phone:
800-961-3159
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Hank's Discount Fine Furniture Sells Used Furniture As New, Won't Refund Money or Accept Their Used Furniture Back Ripoff Springfield Missouri
My wife and I purchased a sofa, chair, bed, and TV armoire on August 11, 2005. We paid cash for our purchase, which was our first mistake. We were told that the bed and armoire would take a week or two, as it was coming from Hank's warehouse in Little Rock, AR. On the 22nd, we received the sofa, chair, and an armoire (the bed was supposedly broken in shipment, and would have to be delivered at a later date). As the delivery was late in the day, and the furniture was delivered into a home we hadn't finished moving into yet, I did not take a good look at the armoire.
The next day, when I was bringing my TV into the bedroom, I opened the armoire to discover a Prop (fake) TV inside! As I looked more closely, I saw dings and damage on the unit, and the "adjustable" shelf was permanently screwed-in! In addition, the unit had a manufacturer's defect in the door's finish!
We contacted the salesman (Matt Gilmore), who told us that he would arrange to exchange the armoire when the bed was delivered. However, when the bed was on it's way to be delivered, his story changed, and he reneged on his promise. He said Hank's doesn't cover manufacturer's defects, so we were stuck. He also said that the delivery guys were responsible for breaking the bed that was supposed to be delivered originally. When we asked to speak to a manager, Matt said his manager was on the phone and that he would have him call us. Of course there was no call back.
When Mike, Hank's delivery person phoned, he was told what Matt said, and Mike told us that Matt was always trying to pass used, floor models, and damaged furniture off as new, and that when the bed arrived split/broken from the warehouse in Little Rock, Matt was aggresively trying to get Mike and his partner to deliver it anyway! We told Mike not to bring the bed, until we heard back from the store and everything with the armoire was settled. We heard nothing more in the month of August.
Unfortunately for us, Hank Browne closed that store on August 31, only to reopen it immediately as "Cost Plus Furniture Liquidators". I contacted Hank's customer service department in North Little Rock, AR, on 9/6 and spoke to Christie, who promised to call me back and didn't. I called again on 9/9, left a message for Christie (in a meeting), but again my call went unanswered. On 9/12, I called at 10:45am and waited on hold for 10 minutes -- finally Christie answered and said her manager was on with Alan Garrett, the store manager at the other Hank's in town, and that Monica would call me back shortly.
At 11:30am, my wife called to speak to Monica, since she had not returned the call yet. She could only reach Christie, who said that Monica had not gotten back to her yet. She told Christie that Hank's had committed fraud and tried to repeat the story; Christie said she was aware of the story, but had to follow "the rules" and wait for Monica. She informed her that we were tired of waiting and intended to contact the appropriate authorities. Neither my wife or I actually spoke to Monica until 10/4, when she would not listen to me and hung up on me when I wouldn't let her speak over me.
At this point, we believe that the only acceptable resolution of this matter is a refund on the bed that wasn't delivered, and a refund of the money paid for the new armoire that was never delivered, and for Hank's to pick up the used armoire that was delivered in "error." In conversations and messages I have received from Alan and/or Christie over the last month, Hank's offers have been as follows:
1) Alan offered to deliver the furniture and exchange the armoire -- this was the same deal that we were offered before by Matt, which he then reneged on.
2) Late September, Christie offered to accept the armoire back if we would pay a 25% "restocking" fee on the bed and the armoire. Funny that they would need to restock a bed that was never delivered; as far as the armoire goes, that just meant putting their floor model back on the sales floor!
3) Finally, Christie said that Monica had approved a full refund on the bed, but would only exchange the top half of the armoire (the part with most of the damage). When I called Monica to discuss this, she tried to talk over me and hung up on me. Frankly, I don't know what I would do with a TV armoire that wouldn't match anything else in my bedroom, and reminds me of all of the hassle Hank's has put us through every time I look at it!
I don't understand how a company the size of Hank's Discount Fine Furniture can behave in such a fraudulent manner; even when they have been made aware of the fraud, they will only take half-measures to resolve it! Are they that desperate for money that they can't refund on one piece of furniture that was deceptively delivered? I believe a business such as this should not continue to receive the support of our community or our region.
Kevin
Springfield, Missouri
U.S.A.
The next day, when I was bringing my TV into the bedroom, I opened the armoire to discover a Prop (fake) TV inside! As I looked more closely, I saw dings and damage on the unit, and the "adjustable" shelf was permanently screwed-in! In addition, the unit had a manufacturer's defect in the door's finish!
We contacted the salesman (Matt Gilmore), who told us that he would arrange to exchange the armoire when the bed was delivered. However, when the bed was on it's way to be delivered, his story changed, and he reneged on his promise. He said Hank's doesn't cover manufacturer's defects, so we were stuck. He also said that the delivery guys were responsible for breaking the bed that was supposed to be delivered originally. When we asked to speak to a manager, Matt said his manager was on the phone and that he would have him call us. Of course there was no call back.
When Mike, Hank's delivery person phoned, he was told what Matt said, and Mike told us that Matt was always trying to pass used, floor models, and damaged furniture off as new, and that when the bed arrived split/broken from the warehouse in Little Rock, Matt was aggresively trying to get Mike and his partner to deliver it anyway! We told Mike not to bring the bed, until we heard back from the store and everything with the armoire was settled. We heard nothing more in the month of August.
Unfortunately for us, Hank Browne closed that store on August 31, only to reopen it immediately as "Cost Plus Furniture Liquidators". I contacted Hank's customer service department in North Little Rock, AR, on 9/6 and spoke to Christie, who promised to call me back and didn't. I called again on 9/9, left a message for Christie (in a meeting), but again my call went unanswered. On 9/12, I called at 10:45am and waited on hold for 10 minutes -- finally Christie answered and said her manager was on with Alan Garrett, the store manager at the other Hank's in town, and that Monica would call me back shortly.
At 11:30am, my wife called to speak to Monica, since she had not returned the call yet. She could only reach Christie, who said that Monica had not gotten back to her yet. She told Christie that Hank's had committed fraud and tried to repeat the story; Christie said she was aware of the story, but had to follow "the rules" and wait for Monica. She informed her that we were tired of waiting and intended to contact the appropriate authorities. Neither my wife or I actually spoke to Monica until 10/4, when she would not listen to me and hung up on me when I wouldn't let her speak over me.
At this point, we believe that the only acceptable resolution of this matter is a refund on the bed that wasn't delivered, and a refund of the money paid for the new armoire that was never delivered, and for Hank's to pick up the used armoire that was delivered in "error." In conversations and messages I have received from Alan and/or Christie over the last month, Hank's offers have been as follows:
1) Alan offered to deliver the furniture and exchange the armoire -- this was the same deal that we were offered before by Matt, which he then reneged on.
2) Late September, Christie offered to accept the armoire back if we would pay a 25% "restocking" fee on the bed and the armoire. Funny that they would need to restock a bed that was never delivered; as far as the armoire goes, that just meant putting their floor model back on the sales floor!
3) Finally, Christie said that Monica had approved a full refund on the bed, but would only exchange the top half of the armoire (the part with most of the damage). When I called Monica to discuss this, she tried to talk over me and hung up on me. Frankly, I don't know what I would do with a TV armoire that wouldn't match anything else in my bedroom, and reminds me of all of the hassle Hank's has put us through every time I look at it!
I don't understand how a company the size of Hank's Discount Fine Furniture can behave in such a fraudulent manner; even when they have been made aware of the fraud, they will only take half-measures to resolve it! Are they that desperate for money that they can't refund on one piece of furniture that was deceptively delivered? I believe a business such as this should not continue to receive the support of our community or our region.
Kevin
Springfield, Missouri
U.S.A.
