The turn is more often a bigger problem than the door size. Have your dealer send someone out to sign off on this.

No worries, it will go through fine. We don't start getting worried until doorways are under 32" in width.

Duane Collie

It's delivered today. The sofa came through the door without any problem at all.

Sadly, I discovered three 6 inches scratches on the sofa cushion. I could feel the scratch even with my eyes closed as I run my finger on it. It seemed rather deep. Is this typically fixable?

Probably done by the delivery company after it was out of the crate/box. Contact the store and/or delivery company for repair procedures.

The sofa cushion on an Austin is an easy fix because it comes right off the sofa being non-attached and the cushion insert unzips from the casing. That makes the casing easy to ship in a small box. In most cases on a brand new sofa, that casing would then go back to H&M where they would either touch it up if not too badly scratched or (more likely) make a new cover from a fresh hide. The delivery service or store should stand the cost of repair.

Duane Collie

Thanks, Duane.

Actually, it's not the seat cushion but the back cushion, and seems to be attached. Or is there some magic way to remove it?

I experienced a similar situation with a Hancock and Moore piece last year. I noticed a deep scratch at delivery and the piece was refused. Unfortunately the repair attempted by Hancock and Moore looked even worse than the original scratch and the piece had to go back again. There was a large area around the repaired scratch that was dull in appearance and rough to the touch. I ultimately received a beautiful new piece from Hancock and Moore, perfectly color matched to the other pieces I ordered, but the entire process took a few months. This is when you see the benefit of ordering from a reputable dealer with good customer service. I do absolutely love my Hancock and Moore furniture and would buy it again.

Unfortunately, there is no easy way to detach the rear seat back cushion. These are one of those things where its best to refuse delivery or at the very least note on any delivery bill as well as call the store or delivery operations while the truck is still at your house.

I'm never had an H&M piece come out of the box damaged or scratched. This is a big, heavy sofa Austin High Back) and one that is difficult to handle. Because of that, I'd suspect delivery crew damage somewhere in the handling process after it came out of the container.

Note too, that any 'repair' to these scratches will not be 100%. You will always see the scratch. The only solution is to re-leather the area. However, this is also an excellent time to decide if you would prefer a 80% - 85% spot repair and additional money taken off your sofa from the selling dealer to accept that repair.

Duane Collie

Sigh. I bought this from a local dealer. The sofa had been sitting as their floor sample for a month or two. I did inspect it when I paid but I didn't catch it. The sofa stayed on the floor when it was delivered 5 days later. It could had happened then.

In any case, the store is sending someone out to see if they could fix it. Though I doubt it could be. For the price we paid, I'm really disappointed we have a imperfect couch to begin with. :-/ Btw, how much price down is fair for this kind of problem?

Well, as a floor model, you will probably have to accept a repair, if they will even do that. It may or may not have been there, sometimes lighting alone can shade out scratches to where they're not evident. They may have already discounted it to include minor surface scratches, wear and tear.

If the leather touch-up person knows his craft, he can make it look better. I can blend a leather repair to where the coloration is near perfect, and the sheen level good, but you just can't fill the fingernail depression and that will always be there.

This is sort of like buying a new car with a door ding. You know you're going to get them eventually, but hate to start out with them. After a year of use, I'm sure you most likely would have similar scratches in the sofa. Take the repair, then just enjoy the comfort of the piece is my recommendation.

Duane Collie

Nope, the sofa was sold as the exact same price if I were to order it thru them. They market it as an advantage to get the sofa without waiting. I wasn't too big into waiting 3 months, so I got it right away. They weren't willing to do any mark-down.

Three months wait? I can get almost any Hancock and Moore piece in 6 weeks or less if I make a phone call and request a Quick Ship. No extra charge for that, and H&M will honor that request 90% of the time if they have the frame and leather in stock (which they do have 90% of the time as well). Even on non-rush orders, its 10 weeks.

Its time to call up the store manager and discuss your concerns with them. It all comes down to how willing they are to work with you to make you pleased with your purchase, and what you are willing to accept to be happy and return as a customer to that store - and recommend them to your friends.

At my store, you would get a fresh, newly-ordered sofa on a quick ship, or a scratch repair and additional discount. It would be whichever you wanted, not what I wanted! You should never be forced to accept a solution you don't think is fair and equitable. The key is to be polite, respectful and yet know exactly what YOU want when you talk to them. A dissatisfied customer is not something any store wants to have.

Good luck,
Duane Collie

Sorry about the scratches on your sofa.

I don't mean to change the subject, but I like the dark chocolate brown leather from the picture. Would you mind identifying the color and leather?

Thanks!

Emma, it's Cavalier Oxblood - part of the town and country program.

Thanks, Duane. Someone from the store came and said that it's manufacturer defect. He said the scratches are budging out, so it is unlikely that it's due to blade, and more likely a manufacturer defect.

The store is very understanding. They offered me a few options - 1) Reupholstered locally - takes a week. 2) Reorder a new one. I'm very happy they way they handle it.

Excellent. Sounds as though they are taking care of you. Let us know what you decide to do...

Duane Collie

Sounds like they're doing the right thing, promptly. Nice to hear a good story.

Thanks for the information on the leather.

Glad they are taking care of it, I've never heard of paying full price for a floor model!

HA! Better not come to my store then! My floor models are always at the same price as ordering, unless they happen to be marked or shop worn (very, very rarely).

Duane Collie

This is off-topic.

Is the Austin sofa entirely leather? I notice the side and back of the sofa has very smooth surface (unlike the seat and seatback) that looks like different type of leather.

Absolutely. Every Hancock and Moore piece is all-leather. There is no vinyl, or bicasts used.

What you are seeing is fairly typical in leather furniture, texture variation among the hides. An Austin uses probably eight to nine whole hides to make,so the craftsmen try to match all common surfaces, but you may see a variance on sides and backs of sofas.

Duane Collie