ComplaintsforHudson's Furniture Showroom, Inc.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The special order couch we purchased from Hudson's had a manufacturer defect that resulted in the back breaking and the warranty being enacted shortly after purchase a couple years ago. We went in and not wanting the same thing to happen, chose a different couch that cost more. We are paying for the price difference of the couch. After waiting months for it to be built, we tried on 3 separate occasions to have delivery pick up the old couch and deliver the new couch that WE'RE paying for. Each time they refuse to take it because they found a single pet hair. We even picked up the piece of pet hair and they still refuse to take it. They state that it's their policy to avoid cross contamination. Cross contamination is their problem to solve, not their customer's. Their delivery guys have to go in and out of other properties with pets. Don't they get hair on their clothing? Are they changing their clothes in between each delivery? Do they not have pets at home? It's impossible to not find a single pet hair on a couch with pets and they should figure out a way to wrap the furniture. They told us they take couches that smell smoky. Isn't there a potential cross contamination with that? I even asked if we could bring it to the dump ourselves and they said they can't do that without charging us 25%. They refuse to leave our new couch so we're at an impasse. If this doesn't get resolved ASAP we will be charging back the purchase.

  Business response

  06/26/2024

  As per our policy we can not pick up any furniture with any signs of pet hair, pet order or pet stains, and this is communicated to the customer prior to delivery/pick up. We have made special arrangements to have this transaction complete with a third party delivery company. This has been completed.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 18, I purchased a Flex-Steel reclining sofa from Hudson Furniture in ********* ** in the amount of $2999.98, delivered on April 25. found grease spots on sofa, sent pictures and ask for replacement.They refused to pick up or exchange, ordered a service rep to clean. I refused, I purchased a brand new sofa and insisted on same. After lots of conversation and no resolution I felt betrayed and was left with no alternative but to do a charge backThomas from customer care contacted me, he not only wanted to replace the sofa but agreed that the pictures from a previous purchase in January, on a $2400 leather chair was defective as well and should also be replaced or given a credit towards a different purchase I felt betrayed, forced to go to extreme measures for a resolution. I however, accepted the offer of exchange.Replacement sofa was delivered on May 9, perfect. Because of their commitment to making things right, I spent another $4421 plus money towards a Stressless Chair to replace the defective one that i was given credit for on 4/29. I contacted the bank and let them know the charge back was resolved on the sofa. I received the letter from my bank that the dispute was resolved and credit was issued to HF bank on May 21. May 29th I received an email stating HF would not deliver my chair until they received a letter from bank. ***** informed me a letter was issued to me and their bank, that they do not deal directly with a merchant nor will send letter. HF issues is with their bank and accounting. I called and left messages for ****************************** in accounting, my letter of dismissal was emailed to both by ******* in ********* or myself, all with no contact. The chair is a different purchase on a different card, and is being held hostage. They are dishonest, they force you to push back, to do a charge back or settle for defective furniture. I want them to give me back my money and pick up their furniture. Problem solved!

  Business response

  06/11/2024

  We have issued a credit to customer

  Customer response

  06/18/2024

   
  Complaint: 21809208
  
  I am rejecting this response because:
  

  My Stressless Chair was delivered on June 13 @ 10:54 unassembled. The delivery guys proceeded to assembled the chair, but with some difficulty. Not only will it not swivel, they trashed the most important part of the chair, the locking rings to keep the back in a reclining position, rendering the chair unusable. I did agree for a service call and it was determined the need for the locking rings were missing, however, the swivel cannot be fixed. Waiting for a credit towards another chair.  
  Sincerely,
  
  ***********************

  Business response

  06/26/2024

  We have refunded customer the funds so that they may go to the store and reselect the chair of their choice.

  Customer response

  06/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We received the furniture on August 22nd, 2022.Since then, we have encountered significant problems with the cushions. Despite our initial communication with Hudsons ************* on June 1, 2023, and subsequent visits from technician *****, the sinking issue persists. ***** attempted to address the problem by inserting foam pieces, but unfortunately, this solution did not resolve the issue.We appreciate the efforts made by your team, but we are still dissatisfied with the firmness and consistency of the cushions. On June 22, 2023, we were provided with an email address for Ms. ***** from ******* Furniture. She discussed the possibility of replacing the frames for the sectional, but we were informed that Hudson would need to cover the shipping costs.Recently, on July 15, 2023, we received an email from ***************************. According to the manufacturer's assessment, the current cushions meet their standards. However, if we remain dissatisfied, Hudson is willing to order new cushions as a one-time courtesy and have them installed for us. It's important to note that we specifically purchased extra firm cushions, but the inconsistency persists across the entire sectional. Additionally, both chaise sections sink toward the armrests when we sit.We kindly request a prompt resolution to this matter. We believe that the firmness issue significantly impacts our comfort and overall satisfaction with the product. As of the date of this letter, Hudson has failed to resolve this matter.It seems to be the the model on the showroom, though it may not be used everyday, AND could be 'enhanced ' for sales purposes...not saying this is the case, but the gap/and discomfort is real. Thank you for your attention to this matter, and we look forward to hearing from you soon.

  Business response

  05/31/2024

  Thank you for the information. We have searched this customer in our system and can not find any history. We have tried *********************************, phone number  ************** and email address: photon-********************* and can not find them under this information. If they can provide an invoice # or if there is another name or phone number this was processed under, we will be happy to assist. 

  Customer response

  06/03/2024

  Thank you the follow up.  Our Hudson account is under *************************** and the account number / invoice number is INV **********.  Davids phone number is **********.

  Customer response

  06/04/2024

   
  Complaint: 21777201
  
  I am rejecting this response because:
  Thank you the follow up.  Our Hudson account is under *************************** and the account number / invoice number is INV **********.  Davids phone number is **********.
  Sincerely,
  
  *********************************

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased several Broyhill products from Big Lots. This includes an outdoor couch and two swivel chairs. In the year that I purchased these items, the frame of the pieces of already broken. Broyhill represents that there is a 5 year warranty on these products. Broyhill is unable to be reached and Big Lots refuses to honor Broyhill's warranty.

  Business response

  05/28/2024

  This complaint is for Big Lots and not Hudson's furniture. We are not affiliated with Big Lots.

  Customer response

  05/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/11/2017 - $7188.69 ($599.99 5 year protection plan)7/5/2021 - $7348.46 ($699.99 - 3 year protection plan) 4/6/2024 NO!! NOT FALLING INTO THAT TRAP AGAIN!1st purchase in 2017 was told "top of the line furniture and top grain leather". Junk by 2021, springs came out of position and cushions sagged. Hudson said "never seen that happen to the manufacturer of the individual wrapped mini coil springs. Furniture protection inspector came out looked at furniture, was given option to reselect new furniture at Hudson's or receive $600 and keep furniture. We reselected new furniture with $6149.95 credit from 1st purchase but required to reselect from Hudson and purchase furniture protection plan for 2nd purchase.2nd purchase. Started off by telling salesman wanted "best" furniture to avoid future problems. He recommended what we ultimately bought "Top of the line furniture quality top grain leather"..Junk by 2023. Called and argued with protection plan reps. ********* came out said this is top grain leather" yet it is fading and wearing off (color) on 2 of the recliners and springs/frames clunk when sitting down. Given choice receive $620 and keep furniture or credit of $6602.97 reselection at Hudson's . Went to Hudson's again telling salesman we wanted "best" furniture to avoid future problems. Was walked through entire store was shown every possible option. Prices ranged from $11,000 up to $17,000 for sofa, love seat and chair/ottoman or recliner. ARE YOU NUTS???? Lowered our expectations and looked at set in fabric instead of leather. Same furniture just fabric vs leather. $9,000 to $13,000. I said I'm not paying those ridiculous prices. I can go almost everywhere else and get these three pieces for under $5,000. In 3-4 years throw them away and repeat! That's what I'm doing with Hudson's anyway. MY OPINION! Poor business model, questionable business practices? I took the $620 walked away from $6600 credit went to another merchant! NEVER AGAIN!

  Business response

  06/06/2024

  We are deeply sorry that the consumer's experience with their purchase has not played out in a satisfactory manner and that they could not find a replacement for their approved protection plan reselection to fit their needs. As a courtesy to the consumer, Hudson's will match the consumer's cash settlement with the protection plan of $620, and mail this in the form of a check to the address on file for this complaint: *********************************************************************************************** within 7 to 10 business days of this response. Thank you. 

  Customer response

  06/07/2024

  Did anyone notice Hudson Furniture Showroom included my home address in their response?  They are not to identify their customers in their response.  Complaint #********.

  Customer response

  06/07/2024

   
  Complaint: 21761534
  
  I am rejecting this response because:  I was asking for refund in amount of $7348.46 and Hudson offered $620.00.  Why is their customer expected to take a $6728.46 loss due to their policy of selling inferior furniture?  What did I (their loyal customer) do, that I should suffer this loss.  If a review of other customers experiences with **********************'s is made, a history of bad business practices is obvious. I am not the only customer with the same complaint.  Then to compel their customers to reselect at their store, instead of having the freedom to shop where they desire seems conflicted to me.  If I purchase a faulty automobile (another large purchase) this is addressed as "lemon law" and should faulty products continue to be in question.  While I truly appreciate Hudson's offer and response, I believe it is far short of being equitable.  At the very least if Hudson's was trying to "do the right thing", Here's the math I did:

  1st purchase (returned and reselected)                                                                                                                          $7,188.69
  2nd purchase (currently being discussed)                                                                                                                      $7,348.46

                                                                                                                                  Total purchases:                             $14,537.46

  credited amount from first purchase to apply to 2nd (reselection)                                                                              (-) $ 6,149.95

  Total out of pocket (after credit/return - Furniture Care Protection warranty)                                                                   $ 8,387.20

  Amount of Furniture Care Protection Warranty $599.99 (1st) $699.99 (2nd)                                                              (-) $ 1299.98

  Leaving MY TOTAL OUT OF POCKET for inferior merchandise                                                                                      $ 7,087.22

  A reasonable offer would be for an equal loss by both Hudson's and I (although "what did I do wrong?)                        $ ******** This is where a reasonable 1st offer should begin - (the settlement between warranty and I is not relevant, unless                                                                                                                                                                                                                     the warranty credits deducted above are added back in).  

  So. in closing, Thank You BBB for the forum and participation you make for both the Business and Customer. Thank You to **********************'s for their response and time. 

  I look forward to hearing from the BBB and Hudson's. 

  
  Sincerely,
  
  *********************

  Business response

  06/11/2024

  As this furniture in this claim is outside of the one year manufacturer's warranty, there are no options for refund on out of warranty furniture. The consumer took the appropriate steps and made a claim through their protection plan with Furniture Care Protection. Furniture Care offered the consumer a store credit for their purchase in the amount of their purchase price of $6602.97. As the consumer expressed in their original complaint, they felt the options available for their reselection credit were not to their satisfaction due to the pricing differences, and instead opted for a cash settlement offer from Furniture Care Protection in the amount of $620.00. Due to expressing unhappiness with this settlement amount, Hudson's has matched this cash settlement amount for $620.00 and issued this as a check to the consumer as of 06/07/24 and sent via mail to the address on this complaint. As the consumer did not wish to proceed with another reselection and instead moved forward with the cash settlement from Furniture Care, there are no further resolutions available for this case. 

  Customer response

  06/11/2024

  This is an inquiry for BBB eyes only.  I've never been in this situation before where I've felt compelled to involve the BBB.  I realize the BBB is attempting to stay neutral and I also understand you are not giving legal advice. Hudson's claims to have sent a $620.00 "matching" check prior to seeing my response to their 1st step answer.  Their 2nd step answer is a "take it or leave it response" in my opinion and falls way short of what I believe is an equitable settlement.  When I bought furniture in 2017 and it was taken back in their "reselection" process, I didn't have any familiarity with this process.  Hudson's was a requirement in the "furniture care" warranty language, it made sense at the time, and we followed through with 2nd set of furniture on July 5, 2021, and it too failed to perform as it should by the end of 2023, I was hesitant to go through the process again.  By the time February 2024 rolled around, it was obvious to me again that the furniture we purchased from Hudson, was inferior in its quality.  As a side note, the furniture we replaced in 2017 was purchased in the year 2000 (under $1,200) and 17+ years in our home it was still in fantastic condition. We passed it on to a family member who is still using it today. ********************************* use.  Maybe my expectations are unrealistic but spending $6-7K at Hudson for the same amount and types of furniture and only getting 2 - 3 years' service is completely unacceptable.  I'm sure you know the feeling when you know how something isn't quite right but there's no way to prove it?  Here's how I feel Hudson's is operating.  2017 salesman tell us basically to buy the warranty if you don't use it at the end of 5 years, Hudson's lets you come into the store and purchase the full amount of the unused warranty ($599.00). No brainer .... right? 2021 invoke the protection plan get full credit for 2017 purchase (minus tax and warranty) reselect furniture but now we add money to purchase. 2024, NOW we're told it is mandatory to purchase furniture care protection and it cost $699.00 (+$100) for 3 years protection (-2 years less protection) ...but now for same amount and type furniture, $9K cloth furniture to high of $17K leather furniture.  RED FLAG... and I told the salesman there wasn't any way they would convince me to buy at those prices. On the way out the door, on display at the front door he shows a cloth set, said probably get them at $7-8K once their VIP invitation sale came up in week and half.  Next day email came, and this set was priced at more than $9K for this sale. Almost fell for it.   So, if you reason through this process (second time it was abundantly clear to me.... SCAM!).  I believe the warranty *** is a part of Hudson's and they prey on people. I have read many reviews and they all sound familiar.  Reselection = Upsell = Hudson's wins!  The mere fact that I asked for $7K+ refund and was offered $620 is a clear indication that Hudson's is in control and in my opinion, they are going way too far.  I don't have the resources to throw money at lawyers and legal process, but someone needs to stop Hudson's from abusing their customers.  As I stated in my opening remarks, FOR BBB eyes only. I do not want to go down the "slander or defame" process with Hudson's. So, I am asking BBB, you deal with this these situations on a daily basis.  Not looking for legal advice, not wanting to put the BBB in harm's way, but if someone could give me a little direction (so to speak) I too would treat this as "for my eyes only" as well.  I am so totally impressed with my first experience with the BBB.  What a great service you provide!  Hudson's has been around for 40+ years. When you walk through their Ormond store it is impressive. The flash and shiny new object wears off once you sort through your thoughts and their marketing plan/business model gets exposed! Thank You!   ****

  Customer response

  06/11/2024

  I have information I'd like to share with you, regards to follow up to my complaint with Resident/DreamCloud.

  Yesterday 6/10/2024 I received a telephone call from Resident/DreamCloud.  The person calling identified herself as ******************** Apparently her title on her emails stated, "Senior Customer Advocate". I was anticipating a telephone call from a manager/supervisor. At first, I was confused and thought I was talking to a manager, so after 3+ months of waiting for a manager, I was rather forceful.  Once I discovered my mistake, ******** said she was calling to follow up on my complaint to the BBB.  I asked her several times to explain who she was employed by. She said both, Resident and the BBB.  Finaly after several min. I asked her who she receives a paycheck from. She answered Resident. Not sure why her response to whom she was employed by was so difficult to answer, but my statement is not exaggerated but a true depiction of the start of our conversation.  Once the facts were straight, she said she wanted to follow up to my complaint to the BBB. I told her in the 30+ conversations I've had with Resident sleep specialist, I should think everything is documented in their computers (all of the sleep specialist has told me they report the purpose of all conversations when I call in, (I hear them typing frequently). She seemed to have bit of an attitude and replied that if I didn't want to talk, she could go over the notes and make her decision based on that.  I told her I wasn't implying I wouldn't talk to her. We then had a lengthy conversation, from day one to present.  She then informed me that I needed to have my bank supply a statement to DC stating the refund has never shown up.  I explained to her that this solution has been proposed many times prior to her calling and I've contacted the bank 6 or 7 times, the last two speaking to managers in their ******************* ********s answer is always it's not something we do. I cannot answer why it's their policy but I cannot compel them to do something any more than I can compel DC to refund my $1,259.29 from March 1, 2024. She then asked me to set up a 3 way call between ************ *********** ****** and myself.  Approximately 1 hour later a 3 way call was made with Resident, a manager at *********** (*******************) and myself.  ******** explained what she wanted from *********** (statement of no refund received).  ******** manger basically stated they are not set up to do that, Resident then asked if they saw the refund.  *********** stated there were no refunds from ** to my credit card from March, 2024 to current date, from Resident/DreamCloud.  Finally Resident asked if a copy of my June, 2024 account activity could be sent. Capital said they would email a copy to me, and I could forward it to Resident. Resident/ ******** agreed to these terms. Today, I received the statement from DC and forward it to Resident/********.  This evening (6/11/2024) at 514pm (eastern) I received a call from Resident/********. She stated this statement wasn't going to work. I should ask my bank to send a statement that the refund never appeared at ***********.  Yes, I lost it a little! I said to ******** we all 3 were on the phone and it was agreed to settle with June, 2024 statement. Now you're back pedaling and going back to your 3-month-old position of wanting my bank to supply this statement. I told ********, you heard the banks response, they're not set up to do this. You also heard this manager in the ****************** say there has been no refund to my account from Resident. I asked ******** to call her manager, tell then you heard the bank say this and document it for your records. *********'s demeanor changed, she maintained professional words, but it was apparent to me she realized she had lost this argument.  She seemed less willing to "Advocate" for this customer (me), and I wouldn't say she was argumentative, but her entire disposition changed. Everything she said at this point was leading up to "conversation over". She tried several times to get off the phone.  I finally asked for a manger.  She put me on hold to see if a manager would take my call. She returned to the phone 3 times to inform me she was still reaching out to a manger asking me to be patient.  On the third round she said there wasn't a manager available so I told her I would wait. Put on hold then when she returned, she said still no manager available but one would call me by 6 pm (eastern). It was now 540pm so I asked her again to insure I would get a manger to call be in 20 min.  She said yes we ended our call.  I did receive a call from a ?manager at 603pm?? although she said she is equal to a sleep specialist but in a manager position??  ************* in the background I heard what I believe was a male, making comments and laughing as I made comments ( I assumed he thoght my comments were funny).  This "manager" (****************** was very patient and professional but wanted to regurgitate the same 3-month-old response.  I needed my bank to supply a statement. I explained to her what the bank stated to ********, on the phone yesterday. So basically, ******* said if the bank refuses to help me, then they are basically at a point where they cannot help me further.  AND THESE ARE CUSTOMER ADVOCATES?  I'll close by saying I would call my bank for the 7th time and requesting what they say they need.  I had a conversation with Stripe Direct they said they saw the original purchase in 2023, but when I sent a follow up email asking if they see any transaction from Resident on 3/1/2024....crickets.  No response!  This makes me wonder. If they saw a transaction on 3/1/24 there wouldn't' be a reason to not say they saw one.  If they didn't see a transaction on 3/1/24, Resident is their customer, not me.... crickets!  Now this is not meant to question the validity of Residents claim to have made this transaction, but something happened!  They continue to send me an ARN number and tell the bank to investigate where this money went???  My bank and I are not responsible to do Residents legwork.  Resident/DC is responsible for returning my $1,259.29.  I asked ******* to change direction. Resident's continued request for my bank to send a statement was not resolving my complaint.  Get on the phone to Stripe Direct and demand an answer.  They supplied Resident with an ARN number in the event of a bad transaction.  Not sure why Resident went outside the norms of BBB's request for an answer to your email, but they did, and this is how it unfolded. In my opinion they made everything worse   My apologies for the length on this statement but wanted you to have everything. Thank You!   ****

  Customer response

  06/11/2024

  Disregard last message....sent to wrong email address Thanks

  Customer response

  06/12/2024

  Thank You for your response and the state agency list.  I appreciate you and BBB's efforts and patience!

   

  Thak You so very much!

   

  Respectfully,

   

   

  *********************

  Customer response

  06/12/2024

   
  Complaint: 21761534
  
  I am rejecting this response because: Hudson's 1st step answer, in my opinion was a "take it or leave it" settlement offer which went even further than it should have.   In their second step answer, after I "didn't accept" their 1st offer, I was informed that they had already sent a $620.00 check (I was requesting more than $7K refund), I assume to appease me and make me go away? I didn't accept their first offer nor their 2nd step answer. Hudson's stated something to the affect that because the furniture was over a year old and out of "manufactures warranty" the $620 was all they would do.  What HEROS!  Totally missing my point (stop selling junk furniture made in a far away land)..  Sell American furniture, made in *******, by Americans and American companies that have our American values and honest business practices. I'm sure whomever started up this business would be quite disappoint to see where Hudson's is at this point. After 41 years of being in business, I can suppose they've gained quite a bit of confidence in the way they (in MY opinion) run over the top of their customers. When quoting, up to $17K for sofa, love seat chair and ottoman or recliner, don't pretend that this isn't possible for American made products. Frankly it's not even about the money, it's about my perception of how they are doing business. I see a vast difference in their business model from 2017 to current date. Their Ormond store is beautifully laid out and set up. Their salespeople are a great reflection on their store. However, when you pull the curtain back, a whole new world is exposed.  I'm now wondering if a "senior abuse" situation is in play.  I used to be concerned when someone randomly knocked on my door or randomly called by telephone to separate seniors from their money! ?? Strickly My OPINION mind you. So now I'll change gears, as the BBB is not a state agency and has no legal authority over Hudson's. I'll travel the harder road for resolution. I will not stop!

  I am, in no way, accusing Hudson's of anything illegal or deceptive.  I do know this, when you spend a little time and read the reviews, there are complaint after complaint, addressing inferior product and honestly, they pretty much sound like how I am feeling.  I went to a competitor's store and bought sofa, love seat, recliner and ottoman for less than $5K.  I'll compare this furniture to anything I saw at Hudson's. Should they prove to be junk in 2 -3 years, I'll throw them away and purchase new (Hudson's taught me that one) Their competitor was quite open with their questions regarding all the complaints a lot of their new customers were sharing with them.  You should have seen how wide eyed and surprised they were to hear my story; a story I'll share at every possible chance I get.  Here's an interesting bit of information to consider. Even though when we were trying to reselect furniture at Hudson's and they were quoting $9K (fabric) up to $17K (leather) for like furniture, they still tacked on a $1100 fee for warranty and $500.00 to deliver the furniture.  Their competitors warranty cost is $199.00 (5 years - 2 more than Hudson's) and $150.00 to deliver furniture. Keep in mind the higher someone pays for furniture and warranty the higher sales tax paid too.  I've already referred 2 customers to this competitor and they both made purchases (in the past I would have sent them to Hudson's).

  In closing I would like to Thank the BBB and their employees for the OUTSTANDING support and response they have provided. I've never had the need to contact them, this in my first experience with the BBB.  I will say they exceeded my expectations.  Not sure where or what the BBB does concerning my complaint of Hudson's. I will state emphatically, I reject their responses.  It is a clear indication and reflection on how they treat their loyal customers.  I ask the ******************** to keep my complaint OPEN and available for all to read and view MY experience with Hudson's It would be my wish that my comments remain available for as long as Hudson's is in business. 
  

  Sincerely,
  
  *********************

  Business response

  06/14/2024

  Thank you for allowing us to respond to ****************' concerns. We are sorry to hear that he is still unhappy with our response and would like to clarify our position one last time.

  Firstly, we appreciate **************** as a long-time customer and value his feedback. We are sorry that he feels disappointed with our product and service.
  

  We aim to offer a variety of products, including both imported and American-made furniture, to meet different customer preferences. Our goal is to provide value at various price points, and we stand by the quality of the items we sell. We regret that **************** feels the product did not live up to his expectations, but we must also recognize the constraints of the warranty terms. We also respect **************** choice to purchase from a competitor. Each business has different pricing and service models, and we feel our pricing reflects the quality and warranty options we provide.

  In conclusion, we believe that our offer to match the customer's $620.00 settlement with ********************** Care Protection with an additional $620 from Hudson's was a fair and goodwill resolution to **************** complaint, especially given the out-of-warranty status of the product. We will not be offering any additional compensation beyond this amount. We appreciate the BBBs role in this matter and hope this response clarifies our position.
  
  
  
  

  
  
  
  
  

  
  

  Customer response

  06/17/2024

  Thank you for everything you have done. 1st experience with the BBB VERY much appreciate everything. ****

• Initial Complaint

  05/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 4/26 wife and I went to Hudson's store 1/4 mile away on US hwy 19 in ********** to purchase 2 *************** recliners. Salesperson (*******) asked if we wanted delivery/set up (known as white glove delivery) to which wife responded positively. She failed to mention verbally that there was a $300 charge for this service @ which point we would have not gone through with transaction !! Items were delivered on 5/3 and crew efficiently set up recliners in under 15 minutes. When I later reviewed invoice and noted the delivery charge, I called Hudson's and spoke to friendly sales manager (*****). He apologized for situation and offered $100 cash return. Explained to him that wife had previously purchased a ************* recliner from a different store with cost for delivery/setup at $65 and could he do any better on his cash return He doubted it but would send request up to higher authorities and call me back in few days. Week later I called and spoke with store store general manager. She said that sales mgr should not have made cash offer as items had already been delivered so she made me future sales credit offer in lieu of original cash one, which I of course declined. To make things worse, Hudson's is currently offering special with no delivery charges in central ******* area! I am VERY disappointed in Hudson's handling of this excessive overcharge situation. Thank you.

  Business response

  05/28/2024

  Here at Hudson's we take pride in our White ***** delivery and assembly services. The delivery charge is calculated based on shipping and freight cost, as well as actual weight of the merchandise plus assembly labor. The invoice was gone over at the time of the sale and a copy was provided to the customer at that time. I am sorry that customer did not feel our offer of $150 in store credit was sufficient. However, due to the order already being delivered from our ************************, there are no funds to release.

  Customer response

  05/29/2024

   
  Complaint: 21699612
  

  I am rejecting this response because:$150 Store credit is rediculous.  I will never purchase anything more from your store.  I live i/2 mile from your store and it took the "white glove" service men 10 minutes to unwrap and set up the two chairs (plug in).  Of course the sales person did not mention the over priced service..probably part of her commission.  If that is the way you treat paying customers, I will take my money somewhere else. 

  Sincerely,
  
  *************************************

  Business response

  06/02/2024

  We are very sorry consumer feels that way, but we strive in full disclosure and transparency and did note the charges on the invoice the consumer signed at the time of purchase.

  Customer response

  06/03/2024

   
  Complaint: 21699612
  
  I am rejecting this response because: the basic facts still remain: we were not advised by salesperson of the excessive $300 "white glove" delivery charge; set up took *************************************************** finish; and, sales manager offered minimum of $100 cash credit.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  05/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  Location: *********, ******* store, date: 11/3/2021. Service dog rode up escalator while in handler's hands. Upon reaching top, handler stepped in front of escalator and put service dog on floor, but service dog unexpectedly stepped backwards back onto escalator and got rear foot caught in escalator. There was no visible emergency off switch or button so handler had to rip foot out of escalator and rush to emergency vet for care and required about a month of continued intensive foot care before healing. Asked management many times to just pay the actual medical costs to avoid any further claim, but they so far refuse.

  Business response

  05/20/2024

  Our Vice President will be reaching out to the consumer for resolution.

  Customer response

  05/28/2024

   
  Complaint: 21698970
  
  I am rejecting this response because the business failed to contact me through email, text, phone or mail; info of which they have had for a long time.
  
  Sincerely,
  
  ***********************

  Business response

  05/30/2024

  Our Vice President will be contacting him to resolve. 

  Customer response

  05/30/2024

   
  Complaint: 21698970
  
  I am rejecting this response because: The business must contact me BEFORE I accept the resolution. If I accept the resolution before being contacted and close the case based on only faith the vice president will contact me, I would have to create another new case if the ** doesn't contact me. As soon as the ** contacts me to work something out, then I will close this case. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased and ordered a new couch from Hudson's Furniture in *********, **. This was because we were getting a replacement couch for a defective couch. We decided to upgrade and paid $3,946.16 additional over our credit. The difference was made at time of purchase via America Express. We waited months and a delivery was set up for 4/29/2024. Upon delivery the delivery drivers refused to pick up the defective couch and leave our paid for new couch due to a speculative "dog" hair. We a dog but it is a full breed Yorkshire Terrier that is hypoallergenic and does not shed as it has hair and not fur. I asked if they could leave the paid for couch or allow us to speak to whomever they spoke with but the drivers repeated that it wasn't their problem and we were the 4th delivery this week that this happened. I called the salesperson and was told I would hear back from **** the delivery manager and we did not receive a phone call, Called customer service and they said there was no one available to handle this issue. Called the store manager and call back received.

  Business response

  05/07/2024

  Per our policy, exchanges can not be completed with the presence of pet hair of any kind due to preventing cross-contamination. Upon receipt of photos showing the area(s) of concern have been cleaned, we can reschedule delivery and complete the exchange for the customer. 

  Customer response

  05/12/2024

   
  Complaint: 21640036
  
  I am rejecting this response because:   I need to know what areas were of concern.  I asked the drivers to show me where and they said it is not their job.  Please advise and I will cancel the dispute.  I would also consider drop off and pick up the new couch if there was a credit for the delivery.
  
  Sincerely,
  
  ***********************************

  Business response

  05/20/2024

  We have informed customer of our policy where exchanges can not be completed with the presence of pet hair of any kind due to preventing cross-contamination. Please find attached photos that were taken by drivers at the time pick up was scheduled for. Customer will need top provide photos showing the area(s) of concern have been cleaned, so we can reschedule delivery and complete the exchange for the customer. 
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased living room set 3 piece on 11/11/22 at the Hudsons ***** location. It was delivered February 2023. Cushions on set started piling. Went to store on 1/27/24 to show sales person. Was informed to contact customer care. I called customer care and they sent out a ******************** repair company on 2/14/24. The repair company stated it was piling. They said Hudsons may replace the covers. I stated I was concerned it would do the same thing. The said they could note we wanted another solution which I asked them to do. On 2/27/24 I spoke to ****** the customer care manager because I was informed it was normal. He stated as a courtesy he could order new covers for the entire set. I informed him of my concerns with this solution. He said I could use a fabric ****** to prevent the issue. I then asked which one King ******* recommended. He did not know. I called Kind ******* immediately after and was informed that fabric is warranted for 12 months and that the furniture store should reach out to them. They did not recommend a fabric ******.I called ****** back and when asked if photos were sent to King ******* and a claim filed on our behalf I was informed no but he could. When I explained our aggravation level since we purchased over $10,000 worth of furniture from them and I was considering contacting the bank I was told if you do that then we will not attempt to replace cushions until settled. Needless to say Kind ******* never received photos. I contacted ************** to file a claim. They did however, Hudsons sent a letter stating we never contacted customer care which is a lie because they scheduled the furniture repair company to come out and take photos. ************** stated they will not pursue or settle quality issues.Now Hudsons will only replace one seat cushion for a three piece set. A sofa just over a year old that looks like it is severely worn for ******* is absurd. The ******* I bought from Hudsons the same day and gets more use looks great.

  Business response

  05/20/2024

  Customer called our ******************** stating all the seats and backs for their sofa and chairs were pilling. We sent out out technician so they can inspect the furniture, their report clearly stated the pilling is normal occurrence of the fabric over time, which is not covered under manufacturer's warranty. Customer did not agree with the findings, however, as a one time courtesy we went ahead and ordered all new seat and back casings to ship direct to customer's home. Once they arrive, we will send a technician if needed to install them. All items are on order and as they special ordered, they will arrive by end of this week May 24th. We have kept the customer updated with these dates. 

  Customer response

  06/03/2024

  ---------- Forwarded message ---------
  From: *********************** <*****************************>
  Date: Fri, May 31, 2024 at 12:09 AM
  Subject: Re: ID # ********- **********************
  To: <*****************************************>
  
  
  Hello,
  I am sorry I did not respond. I was out of town.
  No the issue has not been resolved.
  I have received the run around from Hudsons.
  I have been calling weekly to ****************************************** who wrote the letter to the bank. She informed me she would reach out to see if a reselection could be approved.
  After many calls she informed she spoke to customer care and stated I would receive a call from Liv in customer care. I did not receive a call however, did receive a call from ******. He did inform me of the cover replacements. I informed him that I was informed I was to receive a call from Liv that ******************** was working on a deselection. He informed me he was not aware of this but he was informed to contact me regarding the covers. I informed him that the covers were offered after the technicians visit which we did not feel was appropriate. Once we called the bank I was **** a hold would be placed on them. He said no, they were ordered they just had to get approval from King ******* because it was out of warranty. He said he had no other information and did not know anything regarding the reselection.
  I reached out to ******************** again after speaking with ******. She said yes *** stated you were contacted by ****** about the replacement cushions. I informed her that was offered many months ago and we stated we felt this was unacceptable. I stated that at time of complaint the couch or fabric was not out of warranty as it was within the 12 months. Just because their technician came out after I was informed it would be covered due to the complaint date. She stated oh, you are correct. I stated I felt there was a lot of miscommunication within their company. She said yes it seems so, I will have to get with *** and call you back. It has been over a week since I spoke with her and have not received a call back.
  I have left messages with no response. *** never did contact me.
   The issue is not resolved and I continue to call them with no response to my concern of the warranty not being up at time of complaint and their resolution being replacing covers that will look the same in another 12 months is unacceptable.
  I could understand if the couch got constant use but as I stated previously it does not since it is in the living room that does not get use like our family room that gets use every day.
  I appreciate your continued assistance and not closing this complaint.
  Kind regards,
  **** and ***********************
  
  Sent from my iPad

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  March 2, 2024 -*******, bought a lift recliner from *******, invoice ******** Told only two fabrics were "in stock" items--1-2 weeks delivery; any other fabric would be a "special order" ***** weeks delivery. Didn't want to wait so we chose "anchor", one of the two in stock fabrics.5 weeks went by with no contact from *******. On Thursday April 4, I sent an email asking to cancel the order and issue a refund. April 5 ******* called- Special orders can't be cancelled and she just found out it had been shipped 3 days earlier on April 2. Spoke with store manager ******** and district manager *****************--all insisting this was a special order, they would charge a 30% fee if I cancelled , that I had signed a paper acknowledging it and it was my fault for not reading what I was signing.None of the 3 people disputed that I was told the fabric I chose was one of the only two fabrics that could be delivered in 1-2 weeks. But all 3 insist it was a special order --the reason? The chair on the floor would have to have been actually covered in "anchor" to be considered in stock by Hudsons! They never told us that at point of sale! If they had, we would have known we couldn't possibly get delivery in 1-2 weeks and would have made another decision.Re: my signature: The only thing I can recall signing was on one of those small screens where you either use a stylus or finger. I have asked **** repeatedly in a 9 message email chain to give me a copy of my signed acknowledgement--this is her final reply:"Thu, Apr 11, 1:48PM (18 hours ago)to me Then either go into the store and get it or you will need to wait for me to mail it to you as promised. We gave you a copy at point of sale, so this is just replacing what you either threw out or misplaced."I did not "throw out or misplace" anything! ******* stapled all paperwork together and there is NOT a signed copy of acknowledgment. Hudsons is guilty of deceptive business practices at best, fraud at worst.

  Business response

  04/23/2024

  According to our records, the consumer was able to work with General Manager and Regional Manager. Customer was issued a refund for the amount of $300.00 as compensation for the issues with this order. If the consumer needs further assistance, please have the contact ************* #************ or via email *************************************

  Customer response

  04/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

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