Hancock & Moore Quality ??

After 9 months, received my Journey Lounger on Friday.

We ordered Markle Chocolate to compliment my 12+ year old Journey Lounger in Quintessence Mink
Great working with Duane on this chair for the Mrs.

Having two of the same, it's interesting to note the differences between the chairs; one disappointing area is the nail finish. Note the (lack of) nails on the extended foot rest of the new chair. Very disappointing quality control on an almost $5k chair; honestly seen better finish on the junk at Costco.


Attachment 14546Attachment 14547Attachment 14548

That's odd, but I have seen that before. Easy fix though, we can get some nails to you on that - can you find a local upholster who will make a mobile house call? Will take him 2 minutes to get those taken care of and at no cost to you.

Thanks Duane !
The only thing better than your pricing is your service :)

Still don't understand how H&M let this out the door....

To be honest, I don't know either. I have seen on occasion an entire row of nails left off one side of a piece. It's embarrassing because it not was missed by the person doing the nails, but got by the final Inspector was well. That should not happen. I guess its just human error but you should not have to deal with that.

Attachment 14549

What WILL happen is every piece has a serial number on it, and when I send this in to be taken care of, they will pull the serial number and that shows in-house to them every person that worked on it. The photos will go not only to the VP of H&M (Phil Brown), but the Plant Foreman (Brian Craft) at the Motion Plant (# 3), and there will be a meeting held with the Final Inspector on the Piece as well as the Nail Trimmer to discuss this oversight. That I am sure of. They do have accountability at Hancock and Moore, and follow through. They realize they sell a premium product and a "miss" like this is a pretty big deal, especially with the Final Inspector whose sole job is to catch these kind of things before they are boxed and shipped.

Did the side of the head of the nails punch through the leather too? It kind of looks like on some of them that the head of the nail sliced into the leather on the edge and the leather is over the edge of the head. Maybe it is just folded / puffing over though.

Repaired Foot rest received today
Mailed 5/2, returned 5/25