The Home Place Furniture - Hanks Furniture deceptive, dishonest, bad customer service Destin, Florida

My ordeal started when I went into The Home Place furniture store in Destin FL on Jan 3. I was with my husband and my best friend (who was the one shopping). We were greeted by the store manager who started off by saying " today is the last day to get a discount equal to your sales tax" as he walked away I told my friend how funny it was he said that as just 4 days prior I was in the store with another friend and we were told the same thing. As we looked and sat on sofas and chairs he happened back by us and she asked him if that was a sales tatic he uses on everyone and instead of simpling explaing that upper management decided to extend the sale he got defensive.

Against my better judgement I let my husband purchase a sectional he just couldn't live without. You know ladies one of the ones with separate seating with cup holders...perfect sport watching seats.

Due to myself and my husband being in night classes, and the stores unflexible delivery hours we had to wait til the following Saturday, Jan 10 for delivery. They did call about one hour ahead to get directions, showed up, tells me the ottoman they put on truck doesn't match sectional. They did unloaded the sectional and one of the recliners would not recline.

So....I let the delivery boy flip it over reattach a cable and call it fixed. I should have made him put it back on the truck. He assured me that if it happened again they would fix or exchange. Sunday night I sit down, pull the handle, and nothing...wont recline.


Monday morning I call the store to see when correct ottoman will be delivered and see what they will do about broken recliner, at which time I'm told they can schedule the repair man but he only there on Tuesdays, remember now we both have night classes Monday-Thursday, so I am very clear on he needs to be at my house and gone by 5:30pm she assures me he will be, no problem. But can come til the following week. 10 days after delivery! But they can bring a correct ottoman on Thurs Jan 15.

Of course I take them at their word they will be on time and fix it so I again let it go. Thurs Jan15 comes, they show up with yet another incorrect ottoman. I wrote a note on the delivery ticket requestin this issue be resolved by the time the repair man is scheduled or I want the floor model pieces...no call from that note. Luckly I make a copy of that while the delivery driver was still here.

Upone calling the store the store manager tells me I'm dealing with humans and humans make mistakes. I aksed him about the floor model and he says I can't have it cause it is used. What a joke the recliner works and the ottoman matches. He'll call the warehouse and see if they have the correct one or if they have to order one. He was going to be off for a day or two and would call me when he returned. So on Sat he calls to tell me he has no information and would let me know something on Monday...no call.

Tuesday comes, the day the repair man is supposed to be coming, by 10:30am I have no call on the ottoman. I was told the repair man would call in the am to set an approx time he would be there to repair and no call on that either. I call the store to be told the repair man was bringing the ottoman and I again reminded her that he had to be there and gone by 5:30. She stated he was coming from Mobile approx 100 miles away to service the calls for the Destin/Crestview area and when he got to the store she or he would call with a better estimated time.

All day...no call. I beging to prepare to leave for class and at 4:38 he calls. Says he is just leaving the store in Destin to come to Crestview...this is 50 miles away thru 3 cities of rush hour traffic...and he is going to be at my house in 30 minutes. Why does he think this...cause his gps tells him so. He isn't from this area...he lives 100 miles away and thinks he is going to get 50 miles..not on an interstate..but in city traffic..in 30 minutes.

Let me assure you I drive that route 2-3 times a week and it takes all of 50-60 minutes to travel that distance in non rush hour traffic.

So he gets snippy and says then I'll have to reschdule. What choice did I have..I had to go to class.

I calll the store immediately, the manager is not there, the lady that scheduled this and that I had spoke to earlier in the day can only say I'm sorry. So I ask for the regional managers name and phone number and after several minutes of telling her that I'm done dealing with this at store level she gives me his info, only to find out he is out of his home store at the Mobile warehouse doing inventory and can't be reached.

Now I've been told they can call the warehouse to see if furniture is there but apparently the phones only work there if you are checking the status of furniture not trying to find someone. So I left a message with the manager in the Pensacola store, his home base, and was assured he would call me Thursday morning, Jan 22. I wait til lunch...you guessed it...no call.

I call Pensacola and the RM is there and tells me he didn't get the message...imagine that...another human that works for this company made a mistake. He does verify that he can have the repair man at my home the next tuesday...another week of a non working recliner and no ottoman.

All this time if they had offered to do something to go out of their way to help me for being inconvienced I would have felt better. The customer service is horrible.

When I tell him that is not acceptable..he tells me to call customer service. I call there and get told I can't return the deliverd broked furniture cause it has been more than 7 days. Not only that the lady that answered told me she is the only customer service person that I can speak to and doesn't matter who her supervisors name is, I can't talk to him/her.

I call the home office number on the website and get told I have to call customer service or the store.

So my last resort at this point...I have disupted the charge on my credit card so when it is reversed from them maybe they will be more willing to do things when it is convienent for me or better yet...come get it.

Lou
Crestview, Florida
U.S.A.