Hancock & Moore, Bradington-Young Warranty Policy

Attachment 1970

Warranty Policy for Hancock and Moore, and Bradington Young. H&M warranty updated January 2021

Attachment 13803

Duane,

Can you post page 7+ so that we can see the rest of the hide prices?

I think this is valuable information for those of us that could want it for COL for, like, say, something your designer has picked out but you don't like any of the leathers they have cards for so, when she's picking out the leather for a set of H&M Shea chairs, you've asked her to pick a H&M leather for the non-H&M ottoman too.

If its too many pages, it could be helpful to just post the general prices for each class, then get the square footage for her specific one later. For now, I'm just going with a 55 sq average. Since I need 85 -- gonna need two hides no matter what anyway.

Thanks!

Sure, be glad to. Keep in mind this is a Published Retail price list and no dealer sells at these prices. Typical selling price is 60% of what you see posted here. If ever ordering hides, know that all hides have flaws in them that must be 'cut around'. You will need to allow about 25% for waste if ordering by square footage.

A better way, and you will see this mentioned on this page, for a COL Ottoman, is to have your H&M Dealer mail a photo of the ottoman you want to buy (with all measurements), and then let H&M cut the leather for it based on the info provided. That way all the bad stuff is gone when ready to go to your ottoman company. Less shipping weight, and ultimately less cost to you I would think.

Be sure to REGISTER your new HANCOCK and MOORE piece to give you specific warranty benefits as the original owner such as free inner core replacements, etc. You can do so on-line under the CONTACT US button on their website or go to this link:

http://www.hancockandmoore.com/Registration

I did register my sofa. Do I remember correctly that at some point you said H&M was sending out a sample kit of the leather solutions after you register your furniture?

I don't really know what H&M does from day to day with Registrations and hand-outs. Sorry.

Hi Duane,
Curious if you've heard of any changes recently to H&M warranty registration process. I went to their site to register, entered all the info, and then it kicked me back to their homepage. I wasn't sure if it actually took, so I waited a day and called to see if they received the registration. The person in customer service told me that they were no longer doing warranty registrations online and to just contact my dealer with any issues.

They have been on again, off again, on warranty registration. They originally dropped it last summer 2020 saying it was too much work to input the data. I pitched a fit about it - literally - the argument being if a dealer goes out of business or retires, etc., they need a vehicle to be able to track the original owners as there are certain benefits to that original owner not allowed to those who buy H&M on the secondary market. So after many meetings, they agreed to reinstate it and put it back on the website, where it is today. http://www.hancockandmoore.com/Registration

As far as I know it works. I am not surprised if a customer service person told you it's not viable, it's not handled in that department and they may not know it was reinstated. Contact your selling dealer to verify - calling H&M direct as a consumer is never a good plan.

Thanks for the background. Tried a couple of times with that link, but after submitting it kicks back to the home page with no confirmation or anything... so not sure if it took. I'll follow up with my dealer and have them contact H&M to see.

The most important thing is to hold onto your receipt from the store, which almost no one ever does. That's more critical than the warranty registration itself. I recommend taking it and putting it in the bottom of the seat cushion, that way its always with the piece.

Current H&M Warranty Sept 2021

Attachment 14050

Duane, I've been reading your posted warranty info and a bit confused, hoping you can clarify something. We have a Journey Lounger purchased in May 2020 and it has started to squeak a lot upon reclining and again when returning to upright, on the left side. Also the seat back has play in it. It is my husbands chair and he sits in it a lot but he's not a big guy. We suspect the mechanism, but honestly don't know. The warranty I printed off at the time of registration states: If the mechanism fails after the first year up to 5 years of retail purchase, then Hancock & Moore will send a mechanism to the authorized dealer at no additional charge, pay the freight on the new mechanism and pay a reasonable installation fee not to exceed $75.00.

Your updated warranty from 2021 is different and seems to indicate that they may not even honor a replacement mechanism if it does not meet certain criteria. Which warranty would be in effect on the 2020 purchase? And who decides if we can order a replacement mechanism at no cost to us? I have not contacted the dealer, I think they would probably balk at sending someone out to look at it after three years (but I will call them regardless). We would be fine to pay for the install if that's what's needed.

Thanks for your input. Really glad to hear you are back and feeling better.

Squeaks can be a loose bolt where the mechanism attaches to the frame, Flip the chair over on its side and check tightness of the fasteners (that's not a warranty item). Looseness in the back does not mean failure of the mechanism necessarily. When mechs fail, the recliner is tilted towards one size OR the unit no longer reclines.

H&M only covers the costs to install for the first year of the warranty, and only a "reasonable charge" which in Hickory NC is $ 75 or so. and they send the mechanism free of charge. Year two through five, they send out a replacement mech only, no labor charges included.

One important thing to note is furniture warranties are not like car warranties. The clock starts the day it is shipped, not the day you take possession of it. On floor models buys, if that unit has been sitting in the showroom for a year, that first year is already gone on the warranty. Also, other dealers are not required to service your warranty on your behalf, that burden is on the selling dealer.

Determination of warranty is shared by the Selling Dealer and H&M both. Usually there are few issues, most are pretty cut and dried.

I knew you would offer some insight, thanks! It was a floor model purchased when Covid was closing everything down, so we felt fortunate to get it. The paper attached has a date of Oct 2018, so this is the last year of warranty. We did turn it on it's side and he tightened the fastener a bit, it might have helped a little. We can call the dealer and ask if they have someone who can come out to look at it. Edited, we did call the dealer and they gave us the name of an independent service tech who works with them and said they would order the mechanism if needed but H&M might require photos to determine who would pay for it. Thanks again

Duane, a tech came out to look at the recliner, charged for wd-40 and filling the back cushion, but did not fix the squeaking. It leans to the left and that is where the noise is coming from, the right side seems ok. Do we request (from the dealer) the side of the mechanism that is faulty or is the whole thing replaced? Never done this before, thanks.

Generally speaking, if a recliner is leaning to either the left or the right, the mechanism usually has to be replaced. They cannot be repaired and there are not subcomponents to replace, it is the entire mechanism. Contact your selling dealer to discuss and get a full assessment.

Ok, that helped. The one side issue threw me off, but it makes sense that the whole thing needs replacing. The dealer is going to order it, so hoping it fixes the problem.