Re: Hancock & Moore Firm Cushions
You may very well have sat in a showroom model with Ultra Down cores in it, they are softer and more plush than the standard cores. Be sure what you originally sat in was indeed Ultra Downs since there are variety of cushion options, though Ultra Down is the most popular of the upgrades (others are Spring Down, Memory Down, White Goose and Feather Down). Unless you specified Ultra-Down at time of order (extra cost option), then your sofas would come with standard cores which are non-returnable to H&M for credit or swap-out. Cushion cores are one of those things covered by health department regulations (same as mattresses) where a manufacturer cannot take them back by law. They are never returned, just disposed of.
Unfortunately the price for a new set of Ultra Downs for an # 8134 (seats and backs) are around $ 700 per sofa, so its somewhat cost prohibitive for you to do that. Your standard cores will 'break in' with use, you may want to give them about 6 weeks of use and see what you think after that.
Now -and here's the tricky part - since you did choose to buy locally based on after-the-sale-support, go back to your selling dealer and tell them why you chose to buy from them. If you explain how unhappy you are with the cushion cores, that dealer *MAY* go to bat for you and make some phone calls to see if they can get Ultra Downs for you at the upgrade price of appx. $ 280 per sofa (this is about what you would have paid for Ultra Downs at time of order, subject to each dealer's pricing structure). Its not easy for your dealer to get this, but not impossible either. I have done this for a few customers in the same situation as you are in. It may depend on the relationship your dealer has with the factory and how hard they are willing to work on your behalf. No guarantees, the dealer & Hancock and Moore are both within their rights to not have to do anything as the pieces were delivered as ordered. Good luck!
Duane Collie
Straight answers from thirty-six years in the business.
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