One in a great while, a frame is broken and the piece is salvaged, and a new one has to be made - but that's infrequent.Ĥ) Every dealer should respond to their customers and assist in the process. Only if a piece is beyond restoration does it return to the factory where components are replaced, not repaired. Better delivery companies (such as Sun) have in-house restoration experts that are some of the best I've seen. A split leg, while it looks terrible, is an easy fix and can be restored to like new in most cases without much fanfare. Like in most things, you get what you pay for.ģ) In this industry, very few items are replaced. I have been doing this for 33 years now, and there are some really lousy delivery companies out there. They are also more expensive than other delivery services, because they are more professional. When they break something, they take responsibility. Some delivery companies are better at doing that than others, which is why I recommend all customers use Sun Delivery Service. They have a duty to repair or replace the unit if damaged in transit, which is what you experienced. Don't fault the maker for issues caused by the Dealer or their chosen delivery service.Ģ) The delivery company, whomever they may be, is responsible for the damage. You as the consumer are the customer of the Dealer. This is how all stores and dealers operate and it makes no difference what the brand is.ġ) The Dealer is the customer of Hancock & Moore. Three Dogs and A Girl Garden: As one of Hancock & Moore's top dealers nationwide let me explain how things work when you order items long distance. Do not buy from Hancock & Moore or Lenore Empire Furniture in Johnson City, TN. Why would they want to hold me responsible for their mistake? Heed all the negative reviews. The right thing to do would be for Lenoir Empire to at least apologize for the inconvenience and credit my card keep the repaired sofa and offer it at a lower price. and will have Hancock and Moore repair the couch and reship it to me." Instead of making a new sofa, they plan to resend me the damaged then repaired sofa. Sandy responded that she did receive my email but was "too busy taking care of placing other orders to get back." She said they will not "ever credit my card. Called the dealer the following afternoon. I emailed the dealer, Lenore Empire Furniture in Johnson City, TN, that night explaining the sofa had arrived damage. Deliver driver showed it to me before even bothering to unload it. My sofa arrived with a chipped frame and leg completely split down the middle longways and hanging off the frame. I should just give it up I guess and live with it but it sure eats at me that I paid big bucks hoping this would be the last furniture I would have to buy and I've got to just have to look at it until this life is over. I feel like I would be throwing money out the window on a product that will just look cheap and shabby again in two more years. Anyone else had any problems like this? Oh, and H & M will replace all my cushions. I was under the impression that this was quality and durable fabric. For the life of me I can't remember using anything that abrasive. H & M was contacted by the furniture store I purchased it through and they say it was my fault, that I must have used some cleaning product to do that kind of damage. It has just been my husband and I using this furniture and I'm just sick that I spent so much money on furniture and I hate to look at it now. Am I wrong in thinking this shouldn't be? So many here say theirs look brand new after 20 years. All scratches that have been made on the material is dark underneath. After two years the yellow color on the piping and material on foot rest of the recliner looks like it's just been wiped off. I have a Hancock and Moore yellow leather sofa and recliner. If it does those things it is not quality leather or not leather at all. If you have good leather it is not sticky, hot or cold. It is worth every penny I paid for it and more. dog part time, not allowed on couch and still no problems. I still love it, teal color and all, I was told it would cost me $20,000 to replace it. It is teal in color, not really popular color today, as everything seems to be beige or black in the stores now. We almost got rid of it but H & M sent us new insert cushions and filling for the pillow parts and now it looks like new. No rips, no seams coming apart, moving parts still perfectly operational. My son is a marine so you know he was your typical boy and more so - still it held up. We didn't allow food in the living room, same with sharp objects. I try to keep the sun off of it to prevent fading. Dusting and once in a while a damp cloth. It looks like the day I bought it and did very little to keep it up. I have a sectional that I bought 24 years ago.
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