Hudson's Furniture + Mattress — Local services in Dunedin

EXTREMELY POOR MANAGEMENT!

I never had a missed call or voicemail from the “owner”. What I did receive FINALLY was a phone call from the general manager, Crystal, on the day I left this review. Which I did answer the call immediately . I have been trying to get resolution on this Aireloom mattress purchase since the morning after delivery, 3 MONTHS AGO !!

The day after delivery, I went to the store and spoke with the manager, Trevor and explained how horrible this mattress was that it absolutely killed my back and neck and it felt nothing like the floor model. Trevor then advised me that it takes 45 days for the mattress to start to break in. I told him I understand a little break in period but this was excessive and had the salesperson told me that information I would have never bought it. I was adamant to Trevor and Agnes (sales lady) that there was absolutely no way I could sleep on this mattress for 45 days while it was braking in, that it would kill me. Trevor said that you don’t have to sleep on it for the break in period. But that he would swap out the mattress, that he wanted to make sure that I was happy with my purchase. I informed him that I had to leave the next morning to go out of town for a month so I would not be there for a swap out. So we decided let the mattress settle while I was gone and try it again when I returned. I was definitely willing to do this because I really liked the mattress. I did reach out to the manufacturer just to verify that what Trevor was saying was true. What I was told from Aireloom customer service, was 45 days minimum that it could take longer. But I was still willing to take a chance because Trevor told me that they would take care of it if I was not happy upon returning home.

Fast forward…Trevor is no longer with Hudson’s Furniture. I have been to the store on multiple occasions and have made several phone calls to management, called the corporate office and had absolutely no response whatsoever EXCEPT each person I spoke with on the phone and sales manager would say the same thing, you didn’t buy the sleep guarantee… basically an insurance policy that guarantees you to swap out your mattress for an additional $600!!! And by the way… I was really never explained this by Agnes, just do you want to buy a mattress pad and 2 pillows. Now I know, if you don’t they won’t take it back, if you do, they will take it back … I’m assuming so they can resell it. After all is said and done… now the mattress has a dip in it!!! I went a purchased a 4 inch mattress topper just so I can get a decent nights sleep… for a 3 month old mattress!!!!! Crystal, the general manager said that all she was allowed to do was upsell me to a different mattress, that they would not switch for the same mattress unless I took their floor model that has been on the floor for supposedly a year!! Only because they would lose money on it. And if they sent someone from their service department that they would bring a measuring tape and if it didn’t show a dip that there was nothing they would do. I said that this mattress is 3 months old, 2 months of miserable sleeping until I bought a mattress topper and furthermore it’s a PILLOW TOP, the dip is in the springs!!!!!! I had no choice but to pay an additional $2100 for the next step up! Wednesday 9-11-24 , I agreed because I HAD NO CHOICE IF I WANTED MY $3000.00 THAT I ALREADY SPENT TO NOT GO TO WASTE !!!! I NEEDED RESOLUTIONS!!! As Crystal walked me to the store doors she asked now will you change your review? And asked if I needed help changing it because this is literally the ONLY REVIEW I HAVE EVER LEFT!! Yesterday, I called and canceled the upgrade, it’s a shame that my money went to waste and no one at that company cares except for the bottom dollar and reviews!! Crystal said that she would pass it along to the owner because I still think that they should do something!! I want a refund and take this...

I had a terrible experience here. In short: the decorator there can't be trusted to carry out the theme one would like, They have no customer service and Victoria, the sales person, dropped all pretense of helping me once I had bought the furniture. If something is wrong, they can't be depended on to make it right. Crystal and Skip, the store managers, never replied to my concerns. When I wrote to the corporate office and Mr. Hudson, I received no reply.

Here's what happened: I had hired a decorator; Hudson's said they had a decorator who could help me, so I didn't use my decorator. I wanted a modern look - and I'm not good at putting things together (hence the decorator). Victoria and the decorator sold me two chairs which aren't a modern style at all; they steered me toward an expensive set of chairs which are nice - but not modern. They said they'd look fine - they don't. The style doesn't even match the couch I purchased from them. I ended up buying a second set of chairs elsewhere - the Hudson's chairs are in my garage. The couch on the storeroom floor felt pretty comfortable, but when it arrived at my home, the seat part is too long - even at 5'6", my feet hardly touch the floor. I wonder if they did something to the floor model to make it more comfortable since my feet touched the floor in the store. So, I thought of having the back pillows remade by an upholsterer; I ordered the fabric through Hudson's to match the couch - after waiting 12 weeks the fabric arrived - it's not the same color!!! When I called Victoria, she was very dismissive. Hudson's won't stand behind the mismatch in color - that's for customer service at the factory!! I'm supposed to deal with the factor! I 'fixed' the couch with a makeshift piece of foam from an upholsterer. It's ok, but for a new couch, not great.

To sum up: I spent thousands of dollars on furniture that doesn't match what I wanted in décor. The company won't stand behind the fact that: a. the recommendations for chairs didn't match my stated decor b. fabric which was to match the couch to make it comfortable is the wrong color - they won't give me my money back nor will they work with the factory to fix this - suddenly this is my job. No one - the salesperson, Victoria, the store managers, Crystal and Skip and Mr. Hudson, the owner don't care and don't reply.

I ran a business for 40 years. Customer service was key....as was giving good advice. I got neither of these things from Hudsons - Victoria the salesperson, Mr. Hudson, Crystal and Skip; no one would help. Once you've placed your order and paid your money, they were done with me. Find...

I can only review my current experience as I have just ordered my new couch and end tables. I visited the store twice, once to shop and once to purchase. I worked with Victoria both times and she kept in touch with me by email. I will be happy to write a more thorough review after my furniture is delivered. I have read many of the reviews on here, good, and not so good. I will keep an open, and hopeful, mind until my business dealings are complete. That being said, I enjoyed my dealings with Victoria. She listened to what I was looking for, and the price range I felt comfortable with. When I came back for my second visit I wanted to make sure of my choice, so Victoria showed me other options. I didn't intend to purchase my end tables but she showed me several catalogs, and I was able to find a better choice than I had originally planned on. The tables needed to be a certain size, and Victoria made certain that my choice fit my needs. A lot of the problems mentioned on here seem to be with the delivery company they use. I will be very conscious of any problems with them. Perhaps Hudson's Furniture should hire a more competent company. I am looking forward to my new couch and tables. I hope to be able to write a glowing review.

Five years have passed since I purchased my white leather couch and glass/chrome tables. And I have gone from 5 stars down to 2 stars. I still love my tables, but the couch was an expensive mistake. I put an extra $100.00 repair/replacement policy on the couch so if there was anything wrong they would repair or replace the couch. I would have gone through several couches had I chosen to fight that battle. Tears are developing at most corners and where the stitching is on the seats, the leather is no longer white on the piping along the arms, The color was to be all the way through. I will be going to see them soon about getting my refundable $100.00 back. A several thousand dollar couch should last longer than 5 years. We are a retired couple and are almost the only ones using it. No pets, not much company, no small children around. I have a 50+ year old Flexsteel sofa with a velvet fabric that looks like new. I would hope there won't be any problem getting my money returned. If there is, I shall return...