On August 25, 2013, we purchased a Lane leather couch from Hudson’s Furniture in Tampa for $2,487.63. We told Lynn, the sales associate, that we were not interested in anything that was bonded leather, and she assured us that this couch was not.
Lynn also suggested we purchase the extended warranty stating, “The couch will be replaced even if you accidently poke a hole in it with a pencil.” Naturally, we purchased it.
Almost immediately we had problems. Not realizing until I vacuumed behind it, the delivery company sliced a 12” hole in the back when they were removing the packing material. Since this was several weeks later, Hudson’s took no responsibility for their delivery people and thought we did this ourselves; however, they sent someone to repair it.
Shortly thereafter, we noticed the peeling on the cushions. Since real leather doesn’t peel, we reached out to the store with our concerns. We were told that our warranty did not cover this. We then called Lane, and they said they would “look into it.” We never heard back even after numerous attempts on our end to contact them.
We called Hudson’s again, and were told by one of the managers there that Lane had been experiencing significant quality control issues for several years.
It was literally downhill from there. We started seeing where the couch was peeling off not only on the seat cushions but also on the front of the couch and between the cushions. We called Lane, and they said there was nothing they could/would do about it. They said it was probably from body creams. When I said that there was peeling BETWEEN the seat cushions, they had nothing to say.
About two weeks ago we sent pictures of the damage to the Lane. A couple days later, they called and again blamed it on body cream. They took no responsibility for the damage or the fact that this was defective merchandise. They did, however, offer to return our $212.93 payment for the warranty, which we found insulting. How convenient of you to return the money we spent on the warranty as opposed to standing behind it. Very poor customer service.
We have had leather couches in the past, one that lasted for over 20 years while raising two children on it, and never experienced any peeling on any of the leather furnishings we have owned.
This is an obvious effort on the part of the manufacturer and the distributor to disavow any responsibility for their product. How sad that a company like Lane, who has had such a strong history of good products in decades past, should devolve into an operation whose products cannot be depended upon to perform at the most minimal level of expectation.
I would NEVER purchase anything associated in any way from Lane or Hudson’s.
Product or Service Mentioned: Lane Furniture Sofa.
Reason of review: Not as described.
Monetary Loss: $2500.
Preferred solution: Full refund.
I didn't like: Lack of customer service and the poor quality of the leather, Resolution to our problem.