Hudson's Furniture + Mattress — Attraction in Alafaya

Hudson's has been nothing but a disappointment for us. We bought our original leather sofas there in July 2010. By April of 2015, the leather was flaking off the backs of all our cushions. We went to see Hudson's to talk to them about our problem and were told, "Oh yeah - a lot of people had trouble with those couches, so we don't sell them anymore." We asked if they were doing anything to make it up to the customers that were out a lot of money on crappy sofas and they said, "Nope."

We STUPIDLY picked out new leather sofas and a custom made accent chair to replace our less than 5 year old sofas. We paid almost $4000 for the furniture. The leather sectional was available to be delivered the next week, but we were told since the chair was being custom-made, it would take 5 - 7 weeks. We were given a delivery date of August 7th. The sofa was delivered and we were immediately unhappy. It sat a full 6 inches higher than the one in the showroom (I'm 5'9" and my feet didn't touch the floor if my back was against the cushion). Unlike the one in the showroom, it was only comfortable if you were reclining. We called Hudson's within one hour of the sofa being delivered and told them our concerns. We were told the manager, Kevin, would get back to us. He didn't. We called again the next day and finally reached Kevin. He told us we probably "just needed to break the sofa in". We told him we weren't comfortable keeping a $4000 sofa on the off chance that it would one day be comfortable. He said he'd "think about" the situation and get back to us in "a couple days". We waited 3 days. He didn't call us back. So...we tracked Kevin down again (you'd be amazed how often this manager isn't there or is at lunch) and he finally agree to let us do a "reselect". I went to the store and found a sofa that was actually a floor model on clearance and selected it. Kevin wasn't there of course, so I was told he'd call me the next day to confirm the exchange. He didn't. We reached him though and finally agreed to pay a $100 delivery fee, PLUS take a $200 hit on the couch because the new couch was discounted lower than the price we paid for the original uncomfortable couch. Kevin told us we'd just have to suck up that "penalty" if we wanted to do a reselect. We just wanted to be done with the store, so we said fine and paid the delivery fee, plus overpaid for the new couch.

The final straw came though when Aug. 7th came and went with no call AND no delivery of the chair we'd been waiting on for over a month. On Aug 9th, we called the store and spoke with an employee who said he'd figure out what was going on and call us back. On August 10th, that employee did call us back (only time we were EVER called back) and said there was an "issue" with our chair. He said it was showing up as on backorder, but it looked like the fabric was actually discontinued and therefore, it wouldn't EVER be delivered. We asked to speak to the manager. We were told that day and the next day were his days off, so he'd make sure he called us first thing Wednesday morning. SHOCKINGLY - he did not. At 2 pm on Aug 12th, my husband called the store and asked for Kevin. We were told he was at lunch. My husband explained how upset we were over the fact that he still had not even called us back and she told us he'd call us within 30 minutes. Well guess what? He didn't!! At 4:30, we called BACK to the store and finally got Kevin. Here are some direct quotes from him during the conversation:

When told we were upset that he didn't even bother to call us back - "Well sorry I didn't get back to you on YOUR timetable."

When told that we couldn't believe they never even bothered to let us know that the chair was backordered and wouldn't be delivered on time - "They told you the fabric's out of stock. What do you want me to do about it?"

When told his tone was rude and unhelpful and we were extremely upset - "I don't know why you're upset. I think I've gone above and beyond for you." WHAT?? ...

I purchased from the Orlando, FL location. I purchased the furniture and scheduled the date of delivery with Tatiana Zelaya. Tatiana CONFIRMED that Hudson's could have the furniture delivered on the requested day. Three days before my delivery date, I get a call from Tatiana saying Hudson's does not deliver to my location on the day I requested, that I would be linked with a third party for delivery and CONFIRMED my delivery date was still the same as requested. However, I would have to be refunded my delivery fee I paid Hudson's and pay the third party in cash when they arrive to my home on the delivery date. sketchy I was messaged the info for the third party and was told that he would contact me to CONFIRM delivery. The next day (two days before delivery), I was contacted by the third party to CONFRIM the delivery date. The day after that (one day before delivery), I was sent a message from the store CONFIRMING pick up of my furniture from the warehouse. I forwarded that message to the third party in order for him to CONFIRM because I was not responsible for picking up the furniture since I scheduled and paid for it to be delivered. The third party responded same day CONFIRMING he would pick it up and I spoke to the store to CONFIRM that my furniture was being picked up and delivered the next day. The morning of my expected delivery I contacted Tatiana to CONFIRM that I had been refunded my delivery fee in order to pay the third party that day. I was told by Tatiana that it takes 3-5 business days to process the refund but since I spoke to the store and the third party I should have my delivery and be refunded. After all that, the furniture did not come! I called the store and was told the reason I did not receive my furniture was because I did not confirm my delivery date... what. I called Tatiana the day after and requested that my furniture was to be delivered the day the warehouse reopened or I wanted all my money back to spend somewhere else to which she cut me off and yelled at me that cancellations weren't possible and then hung up on me. I had to reach out to customer support the day the warehouse reopened in order to escalate the situation and eventually received the furniture I purchased however, I have yet to receive my refund I was promised from Hudson's for the delivery fee I paid at the time I bought the furniture. In all honesty I feel like I shouldn't have had to pay any delivery fees at that point because of the way I had been treated, because the store was neglectful of processing my delivery paperwork, and because I was never told at the time I purchased the items that the store didn't deliver to my area on the day I initially requested. If I would have known that information I would have scheduled a different day way in advance and not three days prior to what should have been my delivery date.

Tatiana Zelaya was very unprofessional when she spoke to me the day after I didn't receive my furniture by basically telling me that it was my fault I didn't get my furniture, that it wasn't possible to get my money back, then hanging up the phone on me while trying to get a solution to...

We had the most easiest and pleasant buying experience at Hudson's on Colonial. I had been in and out of furniture stores for the last 3 weeks trying to find the perfect couch for my house. We always have family and friends visiting so I wanted a large sectional that could fit at least 6 people. I had visited Rooms to Go, City Furniture, American Signature, Ashley Furniture, and Orlando Exchange Furniture. None of them had what I was looking for or had very long delivery times of 10-18 weeks.

I saw the Doverly and Middleton couches on the Hudson website so we went to the store to see them in person. Upon entering the store, we were greeted by Melanie who was friendly, knowledgeable, and eager to help us find what we were looking for.

The Doverly sectional was right in the front and though it looked great and was comfortable, the configuration I wanted did not all have the pieces available in stock and there would have been a 6 week waiting period to get the missing pieces.

Mel said she had another piece in mind that might work. She showed us the Casbah which was absolutely what we were looking for but the price was too expensive for our budget. If I ever win the lottery, I am coming back for that one! It is a beautiful and huge couch and you could tell it was of high quality.

I asked to see the Middleton and she gladly showed us that one. It ticked all the check boxes we were looking for - almost 13 feet in length, U-shaped, comfortable, the right color, in the price range, and most importantly - all the pieces we needed were in stock!! We were shocked to find we could have it delivered in 5 days!! We decided right then and there that this was the couch and we put in our order. This was also perfect timing as we have 5 family members coming to visit in 2 weeks.

Since they were also running a Labor Day sale, there were no taxes which knocked off about $200 off the total price! Even better!

We were in and out of there in probably less than an hour. Mel made the buying experience worth the drive out there and would gladly go back and work with her again for any of our future furniture needs.

This is our first Hudson purchase and it won't be our last. They really have quality...