ComplaintsforHudson's Furniture Showroom, Inc.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In January 2021, I purchased a bedroom set and dining room set from Hudson's Furniture in Lakeland, FL 4955 S. Florida Ave 33813 (863) 327-8970 from Rukhsana ****** the Sales Manager; at the time I was told that all the furniture was in the warehouse. Unfortunately that was not true, I kept getting emails stating that the furniture was not available. Finally in March 2021, I received bedroom furniture but not dining room. On September 4th I went back to the Lakeland store along with my daughter to get a refund. Mrs. ****** was there and I explained that since the table and chairs had not arrived yet I wanted a refund, she asked us to look around to see if there was something else my daughter wanted and we found nothing. She then said to let her check one more thing. She came back to us saying she had found the table and chairs I ordered and that they belonged to another customer that was in the warehouse and she would give us that order because the other person didn't need theirs until January 2022. The table and chairs were delivered on 9/9/21, I was not home my neighbor took the delivery for me. On 10/4/21, I went to move the boxes and I noticed the picture on the box was not what I had originally purchase. Mrs. ****** lied to us and she switched my order to something entirely different. I did not appreciate being lied to and taken advantage of. This kind of action is unacceptable. On 10/5/21, I emailed the Regional Manager Eric ******* and explained my situation. I received a call from the store saying they would pick the items up and I would get a refund in 10 days because I paid cash for the items. The table and chairs were picked up on October 8th and I have not to this date received my refund.

  Business response

  12/06/2021

  Business Response /* (1000, 8, 2021/11/24) */ We apologize for the additional inconvenience the delay of their refund caused, however we are happy to report that we have issued the consumer a check in the amount of $836.33 to be mailed to their home via UPS under the tracking number: ** *** TXX XX XXXX XXXX Please allow up to 3 business days to arrive due to the holiday. Should the consumer need further assistance, please reach out to ******'s Customer Care via phone or text at: XXX-XXX-XXXX or via email at: [email protected] Consumer Response /* (2000, 10, 2021/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07/25/21 we purchased nearly $20,000 in furniture from Ashley ****** - Invoice #XXXXXXXX. Delivery was made in September, at which time we found (a) broken drawers on nightstands and dresser (b) MISSING legs for living room sectional (c) seat cushions on the sectional compressed like they had been stuffed in bags (d) defective legs on the nearly $2,000 dining room console. When we called Ashley about delivery issues, she forwarded us to Customer Service. On 09/08 Anthony in Customer Service PROMISED new cushions for the sectional and they would send a repair person for the bedroom suite and console. On 10/05 we called back looking for an update on the cushions; Anthony claimed to have no knowledge of replacement cushions (9:57 AM 09/08 - 27 minutes, 12:04 PM 09/08 - 10 minutes, 7:27 AM 10/05 - 13 minutes and 8:53 AM 10/05 - 8 minutes...I guess my phone bill made those up) and Ashley was nowhere to be found, other than the occasional '...oh I'm so sorry..' text. We sent Anthony pictures of the cushions AGAIN, at which time he said they looked terrible, and he would definitely get us new ones. A repair person came out to fix the bedroom suite drawers, but couldn't fix the broken legs on the $2,000 console - Hudson's would have to get us a new one. Do they not quality check? Now Hudson's is saying they CAN'T replace the $3,500 sectional cushions because "the factory" will not replace them; do they not stand behind the $20,000 worth of products they sold us? The sectional looks NOTHING like the one in the showroom. In fact, if I saw this piece of garbage at Big Lots I wouldn't give it a second look. Still no update on the $2,000 console with the DEFECTIVE legs. We went to Hudson's expecting quality furniture and excellent customer service. Instead, we have a sectional sofa with defective cushions and a dining room console with defective legs, and no one is standing behind the products or offers any tangible help.

  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. The defective sectional was returned and the client made a new selection that was delivered on 11/27/21.

• Initial Complaint

  11/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 29 my husband & I ordered a mattresses from Hudson furniture and I then cancelled it the next morning. Then to follow up I contacted the store & told them I did not want the mattress (this is over a couple months). They then told me to dispute the charge with my credit card company to get the money back. When I did this Hudson furniture now is also disputing the charge sending me emails asking when I want this mattress delivered ? I told them Again that I do not want it & they continue to make excuses and not return my money. Capital one also sent me the documents that Hudson fruniture sent them and they have a signature on them that is not my husbands nor mine that Someone forged. The harsh reality to this mess is my husband is disable from the military with dementia & we currently have no bed because Hudson fruniture will not give us back our money to buy another mattress even though we never received there's.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/11/11) */ This consumer has been in contact with the Regional Manager of the Brandon Showroom location where they purchased, Eric ******** The Regional reviewed the consumer's complaint and was provided with the following resolution: Hudson's will refund their mattress purchased on invoice XXXXXXXX minus a cancellation fee of $779.99 to their original form of payment for a total refund of $3512.49. We are awaiting a response from the consumer to complete this resolution. Additionally, Hudson's will pick up and refund their bedroom collection purchased on invoice XXXXXXXX without cancellation fee to be refunded to their original form of payment once the return of the merchandise for a total refund of $2332.70. This has been scheduled for pick up on 11-11-21. Consumer Response /* (3000, 7, 2021/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) IN September 29 my wife orderer the Mattress and I told her to cancel de order the nex day, wecanceled the Mattress because I bought bedroom set in may /21 I received 2 Months ago ,bed very bad ,and quality,the manager of store told me they no resolve the problem if I did no buy the mattress, finally they came 3 times they could not fix it , Hudson solution return money of the bedroom set, but pay restock for the Mattress$800 ,the Mattress has never sent to me it is a scam,THE SGNATURE IN THE ORDER IS NO MINE OF MY WIFES Business Response /* (4000, 9, 2021/11/26) */ The consumer has been advised that Hudson's has a no cancellation policy. For the customer's convenience, the Regional manager has reviewed with them that he waived the 30% cancellation fee in the amount of $680.98 on the their bedroom invoice XXXXXXXX. For their mattress invoice, the fee has been reduced from 30% which is $1199.99 to the amount of $779.99. The consumer will receive the remainder of their deposit refunded to them in the amount of $1420.01 to their original form of payment. On the attached sales contract it shows the consumer initialed and signed these disclosures at the time of purchase for both invoices XXXXXXXX and XXXXXXXX. The consumer was not at home for their pick up of invoice XXXXXXXX originally scheduled on 11-11-21. The consumer has rescheduled for 12-01-21. The consumer confirmed her phone number and address for the pick up are correct. Hudson's will pick up and refund their bedroom collection purchased on invoice XXXXXXXX without cancellation fee to be refunded to their original form of payment once the return of the merchandise is completed for a total refund of $2332.70.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a dining room set back in July. Was told that we would have it in our hands by October. October became November, December and now March. Understanding the current market conditions, we were willing to wait until October or even later as long as we took delivery by Thanksgiving but at no point were we informed that it could possibly be March. Needing to find something else before the holiday, we requested a full refund and were told that we were going to be charged a restocking fee of $700.00+.......how do you charge a restock fee on an item that you never had? I believe that in the name of good customer service that the fee should be waived. We happen to know that there are a number of people who ordered this same dining set who are now pushed off into April! I am sure that any one of them would be happy to take the set we ordered a month earlier than they expected. This is just unacceptable. There should be a set amount of time in which a company can expect a customer to wait for goods to come in. In this case, 8 months is unacceptable. I would like a full refund so that I can purchase an in stock dining set somewhere else. Thank you.

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/11/11) */ We are so sorry for the consumer's experience with delays on their order of furniture. Our industry as a whole has seen a slowdown with manufacturing capacity restrictions, shipment and transportation delays which have compounded this for all retailers. We assure that we want to get the merchandise to the consumer as much as they do. We have forwarded the details of the consumer's situation and order to the Regional manager of the Altamonte showroom where they have purchased, Pete Venute. Please allow up to 48 hours for the Regional manager to make contact with the consumer to discuss a resolution. Consumer Response /* (2000, 13, 2021/11/30) */ Order was finally cancelled and refund issued....thank you

• Initial Complaint

  10/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased over 20k in furniture. Evenly was the sales person. At the time of purchase 10/23/21, the power went out in the store. Evelyn neglected to tell us that the sofa that was purchased (not special order) was not able to be cancelled. We called her 7 days later to cancel the sofa, not anything else. We advised her that she never informed us of their cancellation. She advised "i guess you must be new to buying furniture because everyone knows that." Absolutely ridiculous. It would've been great if they didn't loose power and we had the opportunity to review all of this. This is ridiculous and I will never shop her or ever deal with her again. To make matters worse, we haven't even paid for the sofa, however she said we are tied to it. I will never support them ever again. I want a refund for my sofa, that I haven't paid off for yet and that you haven't even ordered yet!!!!

  Business response

  11/12/2021

  Consumer Response /* (2000, 7, 2021/11/03) */ This has been resolved. Please close

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/29/2021 I made nearly $14,000 in purchases at Hudson's Furniture, Brandon. It took months for the furniture to be delivered, the last of which, a sectional, arrived in early September. As soon as it arrived I contacted the salesman and told him it would not meet my needs and to schedule a pick up. He said the furniture had to stay in my house until the new furniture was delivered. I cannot see the tv from it and it is too small for the space. On 9/12/2021 I went into the store, met with Matt (manager), picked out a sofa. It took several days for Derrick to get back to me to say that there would be a $150 restocking fee, and none of the discounts offered when I first bought the furniture would be offered on the replacement. This would mean I would have to spend and additional couple thousand dollars. I told him to go ahead and cancel it on 9/18/2021 and I would pay the $150 fee. He then informed me it would be a 30% fee for returning the furniture, not $150. I said to go ahead and schedule the pick up of the furniture. I was no longer interested in doing business with them. He went radio silent. I have called and texted to no avail. Today I called the store and spoke to him on the phone and he said I could not return the furniture because it had been in the home too long. From day one I asked that the furniture be picked up. Was willing to accept their terms, first $150 fee and then a 30% fee. But now they want to force me to keep furniture that doesn't meet my needs and offer nothing in way of refund. I don't have records of calls, but I do have the text messages. See attached.

  Business response

  11/29/2021

  Business Response /* (1000, 8, 2021/11/11) */ We are so sorry about the consumer's experience with their purchase. We have contacted the Regional manager, Eric ******** of the Brandon Showroom where the consumer made their purchase with the details of their experience to review and contact the consumer to discuss a resolution. Please allow up to 48 business hours to make contact with the consumer.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I order a furniture from Hudson's furniture located at 420 W State Road 436,Altamonte Springs Fl,32714 on 8/14/21. We paid in advance $1,431.93 but we had to wait till 9/24 for the delivery, however when they took it to our home it was the wrong furniture. My wife called the store and spoke to the manager Jeff and per an agreement was decided to reimburse our money without the penalty of the 30% cancellation fee, due to the fact that was not our fault. Ten days have passed and no communication at all or we have not received any credit yet. My wife stopped by the store today (10/4) and was told that the reimbursement was never formally submitted. We are very upset about the lack of professionalism and good customer service from this company.

  Business response

  11/04/2021

  Consumer Response /* (2000, 9, 2021/10/22) */ From:************************************** Date: Thu, Oct 21, 2021 at 5:33 PM Subject: Complaint ********* To:*********************** I just want to inform you that we already received a full refund from the merchant. Thank you very much. ************* Sent from my ***** By ******************************

• Initial Complaint

  09/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a sectional couch on 9-19-2021 for $3849.00. Our receipt (no signatures) has a purchase date of 9-26 but we didn't purchase on that date. We also purchased a rechargeable battery (with no correct cables) to be used for the recliners. The sectional was delivered on 9-23-2021 and was damaged. We called the store and were told to call customer care. Customer Care said it was a store issue. We were told we would receive a phone call to fix the damage. After multiple calls over 4 days with no return calls, I went to the store to pick up the correct cable only to be told it would be $13.00. I asked the woman in the store to contact Cody the Manager. She called him at home and handed me the phone. He said I would have to pay for the cable. At that point I told we still hadn't heard from anyone and we'd like to return the sectional. He said he would call his manager the next day and set up the return. We're now told from a regional manager they will not take the sectional back.

  Business response

  11/09/2021

  Business Response /* (1000, 14, 2021/10/25) */ This consumer's account was reviewed by the Regional manager and approved to for a pick up and refund. The merchandise was picked up on 10-18-21 and the consumer was refunded. Consumer Response /* (2000, 16, 2021/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept this outcome as the sectional has been been picked up and a refund has been issued.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 2, I visited the Lakeland store for some QUICK furniture. late in the sales process the sales guy informed us there would be a delay; he looked deep into the system assured us NO later than, July 17. "Absolutely" July 17 not word -I cancelled. However, the sales guy assured me it would be in, in July. That didn't happen. I called to cancel again and he assured me, "August 2". --that didnt happen this THIRD time I adamantly canceled, & w/CC, too. and followed up with him via text and he replied "OK". "Have a nice weekend" One would think that was the end of it. A day or so later neighbors called and some really-brash delivery driver was trying to force delivery --I had no clue he was even coming. --he did not deliver. "Disaree" the mgr, is now saying that it didn't matter what the sales guy said or wrote via that text --she has a contract! I explained when he texted me "OK" agreeing with cancelation we moved on and have all the furniture I probably will ever need.

  Business response

  09/17/2021

  Business Response /* (1000, 5, 2021/09/17) */ We apologize for the consumer's experience with their purchase. We have forwarded the details of the consumer's situation and order to the Regional manager of the Lakeland showroom where they have purchased, Eric P******. Please allow up to 48 hours for the Regional manager to make contact with the consumer to discuss a resolution. Consumer Response /* (3000, 7, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hudson's furniture responding "we'll get back to you" is really NOT a response! Also, regretfully, they did not do what they said they were going to do namely, get back to me. Not a peep from Hudson's. Again, regretfully, yet another example of them not doing what they said they were going to do. Not refunding money for furniture not delivered is in a word, "bad" That is really Bad business. Hopefully, I will not have to hire a lawyer. Business Response /* (4000, 16, 2021/10/25) */ Hudson's has made multiple attempts to contact this consumer on the multiple contact numbers he has provided: XXX-XXX-XXXX and XXX-XXX-XXXX. The consumer has not responded to any contacts and has even blocked communication from the phone number of our Lakeland Showroom where he purchased. The consumer may accept delivery of his order which is in stock at our distribution center, or he can cancel with a 30% restocking fee withheld from his refund. As the consumer has blocked communication from Hudson's, he will need to make contact with the Lakeland showroom where he purchased at XXX-XXX-XXXX in order proceed with processing one of these two options.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a couch and matching loveseat from Hudson`s Furniture, Clearwater, Florida on January 20th, 2021. I gave them the required deposit of $2,900. I still have not received the furniture and I did reach out to them in May-June and asked for the order to be cancelled and my deposit refunded back to me. They told me they could not cancel the order because it was in production and should be delivered in August. Today I receive an email saying it "SHOULD" be shipped at the end of the month. I also changed the pattern on the pillows and on the invoice I received today shows the original material. I replied to the email and was told today the material cannot be changed because it is too late. I did this over a month ago. This furniture was order in January and now it "SHOULD" sip at the end of the month? I want my deposit back and cancel this order. This is just not acceptable... ***************

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/09/16) */ We are so sorry for the consumer's experience with delays on their special order furniture. Our industry as a whole has seen a slowdown with manufacturing capacity restrictions which have compounded this for all retailers. We assure that we want to get the merchandise to the consumer as much as they do. We have forwarded the details of the consumer's situation and order to the General manager of the Clearwater showroom where they have purchased, Skip S********. Please allow up to 48 hours for the General manager to make contact with the consumer to discuss a resolution. Consumer Response /* (3000, 7, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Business replied by saying that details of this claim have been forwarded to the general manager, Skip S********, and to allow 48 hrs for a response. That was 5 days ago and no response. Had requested months ago that this purchase order be cancelled and I be refunded my full deposit of $2,900. I was told the leather had already been cut and I was not entitled to my refund. That was several months ago. It is almost the end of September and still no furniture. I just want to cancel my order and receive a full refund for the stress and aggravation. Thank you..... Business Response /* (4000, 21, 2021/10/25) */ The consumer spoke to the store manager of Clearwater, Skip ********** as of 10-02-21 and reviewed the issues with her order's delays and the expectations for the order's fulfillment. At this time, the items have arrived at our distribution center and are ready to schedule. The Clearwater store has contacted the consumer on to advise the order was ready to schedule, and the consumer communicated to Hudson's on 10-21-21 that she would like to have delivery on 11-24-21. Consumer Response /* (4200, 23, 2021/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still do believe that I gave Hudson Furniture sufficient time to cancel my order and refund me back my $2900 deposit. I am not satisfied at all the way that this matter was handled. The only reason I am accepting this delivery is because I would have lost my deposit if I didn`t. This was not the way at all to handle this matter.

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