Hansens Furniture Burr in the saddle, Zero customer service, Won't fix defective furniture Modesto, California

We shopped at Hansens way back when it was located in the smaller (now vacant) building out front.  Our impression was that they carried nice stuff, but more than we wanted to spend at the time.  After becoming empty nesters, we decided to upgrade to some nice furniture.  We went in and spent $3,000 on two Lazy Boys and two Basset sofas that were special ordered with matching fabric on all pieces. 

We later came back and purchased two end tables and a lamp.  All furniture is beautiful and looks great.  All told, we spent just under $4,000.

Unfortunately, our experience with Hansens as a business was a huge disappointment for the following reasons:

1) When we made our initial purchase, delivery was much later than promised.  I suspect they may

delay ordering until they can get a full truck for delivery to Modesto area to save on shipping costs.  Not a deal-breaker, quality is worth the wait; but disappointing nonetheless. 

2) Our salesperson indicated an interior decorator was available free of charge.  After receiving our initial purchase, we called to take advantage of the offer.  No one would call us back to set up an appointment. 

3) One of the Lazy Boy recliners mechanisms did not work right from the beginning.  My wife has made several attempts to have Hansens come out and fix it over the last 2 years.  Last week I went in and asked to talk to the owner.  A person introduced themself as the owners son, looked up the account, and he said there was no record of my wife making contact with the business.  One of those contacts I was present as it was the same time we made our second purchase.  However, he promised someone would call on Monday of this week.  When the person called, they said we were on our own to get it fixed and they gave a referral to a repairman.      

4) I called the Winton store where the Hansen owner works.  I left my phone number and mentioned I wanted to give the owner one last chance to make things good.  Unfortunately, he has not called me back and I am left to assume he just does not care. 

At the end of the day, as a purchaser we received no tangible benefit from buying from Hansens. They were long on promises and perception, short on actual performance.  It is too bad, for a relatively small problem they missed out on a $1,800 guest room purchase in this past year and all our future purchases.    

In retrospect, I would only recommend buying from Hansens if they are the lowest price and never put down more than half as a deposit.  Do not sign the delivery receipt or provide final payment until you are 100% sure your furniture is 100% delivered and in PERFECT condition.  Once you make final payment, they didnt do anything to try and fix our Lazy Boy, I doubt they will do anything for you.