Re: Hancock & Moore Cushions
Dealers get floor models with free ultra down cushions if they want. I don’t put them in all my floor models personally since I like to offer options and not every piece sits better with ultra downs. The free ultra down for dealers is a small bonus to let the dealer mark down his floor model a little.
If you want the Ultra Down seats and/or backs, they should work it out and order them for you. Had you ordered from my store, at time of order, you would have paid $ 160 for Ultra Down Seats and $ 130 for Ultra Down Backs for each sofa (they may charge more as every dealer has their own pricing structure). I think it would be reasonable for you to offer to pay that upgrade charge. The cores are more expensive to buy outright vs upgrade when the pieces are made, however they are making enough profit on the sale to easily cover the difference.
Alternatively, if you feel it was presented to you "As Shown" and no mention was made of the additional charge for Ultra Down, then an argument can be made you should not have to pay the upgrade fee.
You are not at fault. As a customer you’re not expected to know the difference, as a dealer they are. It’s on them. Don’t let them off the hook if you would like those cores. What amazed me is how any dealer would want to avoid getting you want you would like when it's so easy to rectify the issue and keep you as a satisfied customer. We all make mistakes, the key is how you take care of them after the fact.
Last edited by drcollie; 12-06-2019 at 09:12 AM.
Duane Collie
Straight answers from thirty-six years in the business.
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