Hudson's Furniture + Mattress — Local services in Pinellas Park

I went to just about every furniture store in a 10 miles radius in search of a nice black leather rocker-recliner to replace a decades-old one (a time when great high quality, long-lasting furniture was made - more on this later). Christina G. provided a warm greeting immediately upon entering the store and began to show me around at all of the options they had available to satisfy my requirements. Christina was great to work with. After about 30-45 mins of internal debates with myself, I settled on a SAFE BET SOCOZI POWER RECLINING IN VALENTINO BLACK LEATHER 912-13 WITH BLACK STITCHING. Essentially a custom-ordered leather recliner because of the black leather that I knew I wanted. I knew it would take a couple of months and Christina advised me that she would provide regular check-ins via email to keep me updated on the build process and delivery dates. Fast forward several weeks and I received an email from another rep who advised me that Christina was no longer working there but that she would be keeping me up to date. I eventually got my delivery date in May (Ordered in March) and the delivery team was great.

The rocker recliner was everything I had expected and more. I was able to take many great naps on it for about 5 months, which is when the power controller decided to stop working altogether. What's worse is that the recliner was now stuck in the full recline position, essentially rendering it non-functioning. It was at this point that I was sure of two things: 1) I missed my decades-old recliner, and 2) I was glad I got the extended service plan. I proceed to contact the store on a Tuesday (Oct 4th) and was told that someone from the service company would be contacting me to schedule an appointment within two days. Two days came and went. I proceeded to contact the store again and left a voice message as it was just a few minutes after 5 pm. Friday came and went with no return call or call from the service company. I proceeded to contact them back on Monday (Oct 10th). I went through the same process and again I was told that I would be hearing back from the service company only this time it would be "much sooner". Sure enough the next day I did receive a call from the service company who advised me that they literally just received the request that morning and that the soonest they could come out would be on Oct 20. I expressed my dissatisfaction with having to wait that much longer and she advised that she would contact the store to see about getting someone out to me sooner. I also contacted the store myself, which I later discovered is really just a customer service call center - not the actual brick-and-mortar location. This time I was told that they were going to work on getting someone out to me this week and asked if that would be OK with me. Of course, I said Yes, and asked if she would be calling me back to confirm and she advised me that she would in fact be calling me back. It's been three days now and still no phone call back. Later that evening (Tuesday, Oct 11th) I proceeded to send an email to the sales rep that took over for Christina, and I CC'd the CEO and a few other top executives of Hudsons Furniture. Late the next day, I received a response from the sales assoc advising that she was extremely sorry to hear of my experience and that she had forwarded my concern to her general manager as well as the customer care manager. The next day I received an email from the service company asking me to choose a time for the repair on Oct 27th, two full weeks out and actually WORSE than what I was told the first time.

This is still not resolved at the time of this review. What's worse is that I know firsthand what great service is from a furniture store, as I also had an issue with a sectional power recliner that was purchased from another company and was fixed within 3 days of reporting the issue. This is by far the worst customer service experience I've ever experienced. For me, it won't...

When choosing a new sectional for my living room I decided to go with Hudsons because I thought it was high quality. After searching through every furniture store in the area, I decided to go with an Italian leather sectional that was displayed on the floor. I liked the color of the floor model and decided to order the same color. I was told that 2 of the sections were available in the warehouse and 1 would have to be made to order, which would take 2 months. I was fine with this, as it was what I though was a high quality piece of furniture. After waiting, the piece arrived and I was contacted by the warehouse manager. She advised me that the piece that was ordered did not match the color of the other pieces, and sent me a photo. It was hard to tell in the photo, and she advised that if I took the delivery of the couch then I was stuck with it. I had the couch delivered, but oh wait, they entered my address in the system wrong. After directing the delivery driver to my actual address I looked at the couch when it was still on the truck. It was clearly not the same color, at which point I was told that every couch is usually different because of the dye batches. I called the store and attempted to get the piece that was missing (which was available on the floor model) and was told that it had just been sold. I was very upset that the store did not think of this as a solution in the first place, leaving me couch-less. I was then told that the entire couch could not be re-ordered because the color I wanted had just been discontinued, perfect. I went back in to the store and found another color of the same couch and re-ordered it. I still loved the sectional, so I begrudgingly decided to re-order it in the other color. I was told it would be another 2 months. So I waited the 2 months and then was told it would be another 2 weeks. I was able to convince the manager to allow me to borrow the mismatched couch while I waited on the other one so I had something to sit on. I finally got the couch delivered. The delivery drivers offered me the best customer service of anyone I spoke to throughout the entire process. This includes the store manager, assistant manager, warehouse manager, a customer service representative, and multiple store associates. The store manager said that the store would compensate me for all of the troubles, which never happened, even when I attempted to contact the store. I decided that I had been defeated, and I was going to let it go. Now that I have the couch, there are multiple spots where the leather is peeling off. This couch costed thousands of dollars, and was supposed to be high quality. I can not believe that after speaking with multiple members of this company, no one wanted to help me. I even attempted to contact the district manager and was told that I was not allowed to have their contact information. This is supposed to be a family run company with great customer service, but it seems like they're letting things slip. The 2 stars I give are for the delivery drivers, thank you for being honest and...

By far the WORST customer service that I have ever experienced. I paid over $5k cash from my office furniture in full at the time I placed my order. Of course because of "COVID" it took over 2 months to get delivered which of course would have been more understandable if I were given the correct expectations and actually received a return phone call or email when I would call/email in to check on the status. I only received a call back when I finally had to escalate to the manager. I cant even remember his name now but he was nice when we chatted. The female manager however, was extremely rude and unprofessional. Once I finally did receive my furniture a month after promised. The light in the cabinet was out. NOT ONCE did I receive a call from anyone checking up on the delivery. It was 2 weeks later that I finally got a call about a service person coming out to fix the light.I waited on my office ALL day long on 3 separate occasions for someone to come and fix the light. The first time no one showed up or returned my call. The 2nd time I got a TEXT MESSAGE not a call from the technician stating that they had COVID and would not be there. Then I received more text messages about rescheduling from an odd number. NEVER DID I RECEIVE A CALL FROM ANYONE... Only text or email. I guess that is the only way they know how to communicate. Another tech that side not was extremely nice came out to check the light mid January and said that it was defective and they would need to order a new one. Again after that visit I received ZERO communication until luckily I was at my office one day when a new part was delivered. I then called Hudson and was told someone would get back with me. SURPRISE no one did.. Until this week A MONTH LATER! I know have the new part sitting in my office and the cabinet is still not fixed. I am EXTREMELY dissatisfied with the level of customer service that I received from this company and will NOT recommend then to anyone nor will I purchase another piece of furniture from them. I will take my business back to Matter Brothers where they actually care about their customers and know to...