ComplaintsforHudson's Furniture Showroom, Inc.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased furniture on 2/22/22 from Husdon's Furniture in Pinellas Park. The 2 leather loveseats and couch was delivered on 2/26/22. My wife and I inspected the furniture and found unacceptable issues after the delivery guys left. Called and emailed pictures, on 02/27/22, of damaged leather, leather dye uneven, and flawed stitching on all 3 pieces. I requested replacement pieces for all 3. Brianna stated that their policy is to send a repairman first. I told them I didn't pay for repaired furniture, I spent almost $8000 for new leather furniture. No one contacted me for 2 days. I told them again to pick up the furniture and bring replacements or I wanted a full refund. Nothing Happened. My wife send pictures to the store Manager, Penny. She states she never received them. I contacted Customer Service and they repeated the same thing about a repairman comes first. He is not scheduled until 03/31/22, over 1 month since the furniture was delivered. The furniture remains unused in my front room. They have delayed so they would not have to honor the 7 day refund in accordance with Florida Statute 501.

  Business response

  05/16/2022

  Business Response /* (1000, 15, 2022/05/16) */ As of April 21, 2022, the consumer accepted a store credit in the amount of $7379.96 to reselect for their sectional in order to resolve this claim. The consumer must return the defective merchandise upon delivery of their new selection or this offer will be void. Should the consumer need additional assistance, please contact Hudson's Customer Care via phone call or text at: XXX-XXX-XXXX, or via email at: *********@hudsonsfurniture.com. Consumer Response /* (3000, 17, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Florida Statutes 501.615 - Written contract; cancellation; refund - A purchase of consumer goods or services ordered as a result of a commercial telephone solicitation as defined in this part, if not followed by a signed written contract, is not final. If a contract is not made in compliance with this section, it is not valid and enforceable against the purchaser. I have not signed any contract. I requested from the Manager that the merchandise be picked up, and a full refund be given. They said their policy is the merchandise must be inspected for an opportunity to repair before a return could be completed. No return policy is posted at the store. Therefore Florida law states I am entitled to a refund. Business Response /* (4000, 19, 2022/05/27) */ The consumer was sent an electronic copy of his sales invoice which contains the cancellation/return policy. He did not return the e-signature request. I am attaching the audit trail from ****** showing that he received and opened the email and viewed the document on 04/07/22. The replacement furniture pieces are on order with the manufacturer. We will continue to monitor the ETA and provide updates to the consumer as they become available.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sofa from Hudson's Outlet in Sanford, FL in January which was delivered 1-13-22 for $1,800 after fees and taxes. I bought it as is with no implied or expressed warranties. The frame has cracked already. I heard it crack when I sat down and now the lumber area is sunken in. Additionally, the arm on one side has caved in. The structure underneath it seems to have broken. I believe Hudson's failed to disclose the existing condition of this piece before I bought it. It must have been dropped or damaged. I contacted Hudson's and they refused to fix it. I'd like them to pay for a technician to fix it.

  Business response

  05/16/2022

  Business Response /* (1000, 16, 2022/05/16) */ We apologize for the inconvenience, however as the product was purchased As-Is Final Sale, we are unable to provide any service or repairs for the item. Per our notes in the consumer's profile this was reviewed with the consumer on March 12, 2022 and we provided information for local technician services in their are which the consumer could contact should they want to seek a repair at their own cost. Should the consumer be in need of this information again, we can provide it if they contact us at Hudson's Customer Care via phone or text: XXX-XXX-XXXX, or via email at: *********@hudsonsfurniture.com.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a reclining couch in 2019 with a warranty. In July 2021, we filed a claim for the couch since one side of the reclining couch did not work. Someone came out and said we need a new motor. He ordered it for us and said it will be shipped to our home. I have been calling about the motor and they told me it is delayed, and I will receive it in March 2022. Last week, I received a call from the warranty department saying that there is another delay, and I should receive it in April/May 2022. I no longer want to wait any longer, so I asked for a refund or another couch. The lady that I spoke to said she will call me back. I have not heard from her and would like to get this resolved. I no longer want a broken couch in my living room.

  Business response

  07/15/2022

  Consumer Response /* (2000, 9, 2022/04/13) */ Please close this complaint. I spoke to Hudson Furniture and they said if I can't get my motor by mid May, they will exchange the couch. Thank you Consumer Response /* (3000, 14, 2022/07/13) */ I bought a reclining couch in 2019 with an extended warranty. In July 2021, we filed a claim for the couch since one side of the reclining couch did not work. Someone came out and said we need a new motor. He ordered it for us and said it will be shipped to our home. I called many times about the motor and they told me it was delayed, and I will receive it in March 2022. I later called the warranty department again and they said there was another delay, and I should receive it in April/May 2022. I no longer wanted to wait, so I asked for a refund or another couch. In May 2022, I finally received notice that I was approved for a $1500 credit for an exchange. I went to the store, picked out another couch and chair and waited for the delivery. It was delayed, of course, but I waited. On the day of delivery, July 8th 2022, they refused to exchange it because the old couch had pet hair. I called David, the manager, and told him that the couch is not dirty, it does have very little dog hair inside the couch because it is very hard to remove all little pieces, but not everywhere since the couch is made out of leather. However, their pet hair policy was never communicated to me until the day of delivery when they refused to do the exchange. I requested that the manager brings someone to our home to clean the couch to their standards or give us a full refund. Business Response /* (4000, 16, 2022/07/15) */ This item was picked up by Hudson's on Friday 7/15/22 when the new item was delivered. This has been resolved. Consumer Response /* (2000, 18, 2022/07/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) After arguing with Hudson, I finally got the exchange but it was difficult.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered furniture from Hudson,s Furniture Altamonte Springs location on Dec 28th 2021. I was told that the furniture was not in the warehouse and would have to shipped to the warehouse before delivery could be scheduled. The date I was given was Feb 21st 2022. I called and spoke to the store manager on Feb 23rd 2022 and was told that the furniture was not in the warehouse. She was very rude and did not seem to care. Mr. Pete V*****, Regional Manager called me and stated that he checked and that the furniture "was on a truck on the way to the warehouse and should arrive in 6 or 7 days". I stated that I was OK waiting another 6 or 7 days. On March 1st 2020, I called to check on the order and was told that it was not in the warehouse and not expected until May 2022. Mr. V***** lied when he stated that it was on the truck on the way to the warehouse. I am requesting the order to be cancelled and a FULL refund be issued for failing to meet their timelines and for LYING about the furniture being on the way to the warehouse. I understand delays in shipping but the rudeness and lying by the employees is unacceptable.

  Business response

  05/16/2022

  Business Response /* (1000, 15, 2022/05/16) */ As of March 10, 2022 this claim was resolved. The consumer was granted a reselection to a different set of furniture on March 05, 2022 which was in stock and the consumer received this delivery on March 10, 2022. Should the consumer need further assistance please contact us at Hudson's Customer Care via phone or text: XXX-XXX-XXXX, or via email at: *********@hudsonsfurniture.com.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the ******** ********* Sectional from ******** in Huntington, Indiana less than a year ago and the couch is defective. It has ripped, the "reversible seat cushions with high density gel foam provide maximum comfort and durability" foam isn't even comfortable and no we do not have a lot of traffic, it is just my husband and I that live in the home. At the very least, I am requesting that ******** send replacement cushions to resolve this issue. This should have never happened as couches should last for more than a year, especially when they are not used often, which is the case. I am very upset, because when you think of ******** you think of quality and that is not the case with this purchase. I have sent letters and tried to reach out to ******** myself for the last eight weeks with no response. Friends are shocked at the poor quality of this couch, so I can assume that this couch is defective and was made improperly.

  Business response

  05/16/2022

  Business Response /* (1000, 15, 2022/05/16) */ This complaint is not for Hudson's Furniture Showroom Inc but for another retailer. Hudson's Furniture is located in central Florida only and does not carry or sell ******** products.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  **************** Dispute Documents Ref: $2,149.99. 01/13/2022 Summary: Bought $2,000. Recliner Delivered ~ 1/18 /22 Sent message about missing all Documents and parts needed to operate - no power cord needed to operate recliners useless, no user manual, no assembly instructions, no electrical cord to even work, substitute battery without cable used in floor samples so no need plug in, no warranty information. Noticed horrible packing obviously not factory packing. Complained to customer service and told to contact salesperson. Salesperson says obviously repackaged, may have been customer return, i.e. used furniture. Ref: Hudsonville Furniture Fraud Please read and review the enclosed documents which substantiate the fraud(s) commited by Hudson Furniture as part of their Bankruptcy recovery. Their now standard ways of doing business is a fraudulent attempt to financially recover while stealing from seniors and all their customers. Their manufacturer for the recliner in question is ********************************************. This manufacturer has been found guilty of multiple frauds involving pricing, money laundering, jail times, 6 figure fines and has been rejected by the BBB for any accreditation at all. Hudson Furniture representative presents the manufacturer as the best manufacturer for recliners. Further saying there were no discounts allowed as they didn't need to based on there quality, yet they advertised false retail price of $3,999.99. Several furniture stores discount in direct contradiction to there representations at time of sale. If you bought a new car and picked it up to find one if two things happened (1) you found out it was an off lease trade in (customer return per sales) or floor demo, then wouldn't even start - would you expect a full refund? I do. Fraud. I have extensive documentation to convince anyone outside of Hudson's. ***************

  Business response

  08/01/2022

  Consumer Response /* (3000, 9, 2022/03/04) */ Refund Consumer Response /* (2000, 20, 2022/07/25) */ Forwarded message From: ******* ***** <************@gmail.com> Date: Mon, Jul 25, 2022 at 9:15 AM Subject: Re: Case ID XXXXXXXX To: ******* ******* <********@findbbb.org> Dear ******** Thank you for your response. ****** has resolved the issue 100%. They were excellent once they understood the problem. Please absolve them of any negative inference as they are everything they advertise. Please give them an A+ on handling this issue. Regards, ******* *****

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought sofa on 5/28/2021. Currently have a deposit on file with them for $3693.82. I have been lied at least 7 times concerning delivery date. (The complete story is to long for this space but have it written out for a small claims action I am anticipating filing in this case) ). I went to store last week to see the manager after trying to reach her by phone several times (she is never there) At that point by Salesperson Eric agreed to help called someone on the phone who allegedly told him that it was sitting in the port of Jacksonville (this is the 3 port I was told it was in the first 2 being LA and Miami) as of 1/18 waiting to be off loaded (I had previously been told the same thing about the other two ports (they need to keep their lies straight among the sales staff.). Eric said he would follow up for a final resolution. Assist Manager Mike Called me back the next day and said it would not be in until the end of February. I even called back later that day to see if I could trade it for something they had on Stock. Mike said he would call me back. Never did. I called back to the store today to speak with the manager not in again till at least Monday. I am done with this store... I want a refund of my 3693.82. If I do not hear back from this action in a timely fashion I will be forced to seek additional remedies.

  Business response

  04/26/2022

  Consumer Response /* (2000, 14, 2022/04/14) */ From: *********** Sent: Tuesday, March 8, 2022 11:37 AM To: ********************* ************* Subject: FW: BBB Complaint Case#******************************************* Reference the complaint below. The couch was finally delivered two weeks ago. I have nothing to add or delete from the original complaint. If you have any questions please let me know. *****

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a power reclining sofa a week ago. It was delivered a few days later. We purchased it bc it had dual recliners for the head and foot position. We sat on it a few times and my wife found it very uncomfortable after only an hour. my wife was in agony with her neck,could no longer sit on it. We tried again the next day and same result. She had neck surgery in2019 and has since recovered and we do not want to with another spinal issue.We reached out to our sales associate who reached out to her mgr to find out what options we had.We knew that it was an as is sale as it was a clearance item, but the only problem is it hurts my wife's neck. We offered to pay to have it delivered back to the store at our expense and agreed to pay a restocking fee and spend any credited amount on another piece of furniture at their store.Today we were advised that the regional mgr, Peter, advised the store mgr that they will not allow us to exchange or return it because it was a floor model. Based on my wife's medical issue, we believed they would be amenable to work with us to exchange it for a piece of equal or greater value but they will not. We have called the store and asked to speak to the manager and as always he is unavailable. They promise us he will return our call and he has not ever returned our calls. We called the store today at 1230 Chris answered and told us that the manager was busy. We told Chris that we had reached out to the manager several times and still had not received a telephone call back. We also stated that if the mgr did not return our call, we would be forced to visit the store and that "it would not be pretty." Chris stated this was a threat but we explained it was not, meaning only that we would complain loudly so other customers would learn about this horrible customer service! My husband hung up because Chris was escalating the situation. Chris called back and talked degradingly to my husband, so he told Chris to only have the manager call.

  Business response

  05/18/2022

  Business Response /* (1000, 16, 2022/05/18) */ The Regional Manager for this location reached out to the consumer on 02/03/22 and offered to refund $400 for their inconvenience. The consumer accepted the offer and is keeping the sofa. Consumer Response /* (3000, 18, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The manager that finally reached out refused to take back the furniture for a return/refund or an exchange. They offered a store credit, very minimal amount, we declined stating that we will never buy anything from them again that was not satisfactory. At which point we asked for a refund of the extended warranty plan that we purchased for the sofa which we were told by store staff both in their customer care center and at the sale location that it was fully refundable. The manager tried to tell us that it was not refundable but we stood our ground. Since we purchased the sofa utilizing their store credit he finally offered to refund us the amount of the cost of the extended warranty to our credit balance if we would agree to withdraw the complaint. We we accepted the offer got the refund on our credit account paid the remaining balance and close the account. And we refuse to withdraw the complaint because of the poor and unseemly business practices of this company. We ended up selling The couch privately and lost $800 overall. All we can say is with Hudson furniture, buyer beware!!!! Business Response /* (4000, 20, 2022/05/25) */ The sofa was sold to the consumer as-is, meaning there are no returns or exchanges. I apologize that the consumer is unhappy with the resolution, but the $400 refund for the protection plan is fair compensation in this case.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a two piece l-shaped desk and 3 matching bookcases from Hudson's Furniture in Brandon on 6/30/2021 for $4400. I was told that the items were special ordered and that it could take up to 8 weeks for delivery. I have called and texted many times for information and am always told the same thing: they will be here next week. It has now been SIX MONTHS and I still don't have my furniture and I've been told that I can't cancel special orders! At this point, I don't even want the desk or the bookcases - I just want my money back (with interest). I have spent over $20k on furniture from Hudson's over the past year and have not had any issues. However, a I feel like I am getting the runaround on this order. I am beyond frustrated.

  Business response

  05/18/2022

  Business Response /* (1000, 15, 2022/05/18) */ I apologize for the delay in responding to this complaint. After reviewing the order, it appears this situation has been resolved. Unfortunately, we're still struggling with supply chain irregularities that affected this order. The desk and bookcases were cancelled and the client was refunded. Consumer Response /* (3000, 17, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree that I was refunded; however, the BUSINESSS never responded to any of my (or your) requests. The only reason I was refunded is because I filed a credit card transaction dispute with my bank. The BUSINESS also did not respond to my bank's requests for information. I have not heard from the business at all regarding this matter. This is not acceptable. I will never do business with them again and I will not recommend them to others. Business Response /* (4000, 19, 2022/05/23) */ I agree that this is not acceptable and will ensure this is addressed with the Brandon showroom to prevent this from happening again in the future. Consumer Response /* (2000, 21, 2022/05/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) My bank settled the dispute.

• Initial Complaint

  12/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been long time customers of Hudson's, however our experience with them regarding our last purchase has been horrible. We had a living room furniture set by Flexsteel that we loved but the bonded leather on the center consul started peeling. We had purchased the extended warranty and since they couldn't fix it they had us choose another set. The new Flexsteel living room set is horrible and is nowhere near the quality we previously had with Flexsteel. The frame was sagging and off-center and screws were loosening & falling off of the mechanisms. We also had a small tear in one of the couches, that the warranty covered. They sent out a service person who ordered new support springs and foam for all of the pieces & a cover to replace the seat with small tear. Months later the tech came out & installed the springs & foam & then ordered 2 new mechanisms, which were still waiting on. By the way the new cover did not match the set, so that is being replaced but we won't get it until June of 2022! These couches are not even a year old and are falling apart. We had been contacting Hudson's and every time we're put in contact with a different person, we were getting the runaround for months. We finally drove into the store in Tampa and a gentleman put us in contact with the customer service manager. We told her that we would like a new set and we will pay the difference between the sets. However she told us that they would just have to keep fixing them. Every time they come out to fix these couches they find something else that's broken that they need to fix, while we're left with sitting on broken, extremely uncomfortable furniture. I want this broken, dysfunctional, horrible set replaced in order to restore my faith in Hudson's Furniture. Due to this experience I will never purchase Flexsteel again & if this customer service continues, I will no longer be a Hudson's customer.

  Business response

  02/25/2022

  Business Response /* (1000, 11, 2022/02/02) */ Our Customer Care Manager, Clarimar *******, spoke with Mr. and Mrs. ******** regarding their experience and the issues still pending on their three Flexsteel loveseats. The consumer agreed to a reselection credit for the purchase price of their original order in the amount of $6487.38, additionally we issued a $300 gift card which has been mailed to their address on file. The defective merchandise must be picked up at the time of delivery of their new selection, currently set for pick up on 02-04-22. Should the consumer need any further assistance, please call us at Hudson's Customer Care: XXX-XXX-XXXX, or contact us via email at: *********@hudsonsfurniture.com

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩