Wish I could be of some help on your problem. I have a similar problem. I bought an Emerald Craft sofa in Oct. It was a special order fabric, so I can't return it either. The cushions and back have are extremely firm and uncomfortable. The floor model had been much softer. The store rep said it's because the floor model was sat on more, but I find that hard to believe. They hadn't had that style all that long, as I had been looking a month or so before I ordered one. They also told me it would soften up with use. I can't see any difference at all. I have contacted the factory, Craftmaster in NC 3 times, and they don't respond at all. I may check into having an upholstery company give me an estimate on restuffing cushions. I can't do anything about the back, of course.

I'm a Hancock and Moore dealer. Leather thickness on a sample has nothing to do with the hide thickness on the leather used on your piece made at H&M, don't go by thickness. Every leather in the line has some protection on it, even the 'unprotected' leathers. Choose the hide you want based on your lifestyle. If you want to eat meals and be able to spill drinks on your sofa, then one of the more serviceable leathers is preferable to ones marked 'unprotected'. Most people buying a sofa in this price range know how to take care of things, I have very few issues with customers unhappy with their unprotected leather choices. One thing else to note is fading. Direct sunlight ruins more leathers than spills. Keep aniline leathers out of direct sun or they will lose color rapidly. A little know fast about H&M. They are the only ones that will repair ANY of their upholstery no matter how old, for only the cost of materials. They never charge labor on repairs. Should you happen to ruin the facing deck panel, for example (cat claws, cuts, spills, etc) that's a $ 90 piece of leather, however every other company will put a $ 300 labor charge on top of it. Customer has to pay shipping of course, or otherwise get the piece to them in North Carolina. Hancock and Moore is also discontinuing their "Married Cover" promotion on June 1st. Anyone looking at these promotional hides in specific frames should order soon.

Design and Interiors in Mountain View carries Hancock and Moore, but I wouldn't expect their prices to be lower than elsewhere.

Hi Cindy, The way the program "Town and Country" in H&M works, is that one leather is what they call "married cover", and thats Document Saddle. There are no other "married cover" colors for Kodiak other than that one. A few years ago, that meant that leather was cut and sewn in China in quantity, and then shipped over here in kit form. So when an order came in, they would pick a frame, pull the kit and then upholster it. Quick and fast, and because the labor to cut and sew was done in China, cheaper than US labor. Many companies do this, not just H&M. However, the flies in ointment soon became apparent, and its called Quality Control. Retailers such as myself could - and did - see a less-than-satisfactory variance from items that were scratch-built and fully upholstered in North Carolina. We would see brand marks, insect bites, urine stains, neck wrinkles and the like sewn into the prominent parts of the piece and complained. Most companies just shrug their shoulders and say 'Hey, you want cheaper prices, that's what you have to live with'. Well, H&M is privately held and not beholden to a corporate entity, and Jimmy Moore and Jack Glasheen (owners) saw that their reputation as one of the best in the industry was being compromised by these Quality Control faults and the Chinese just were not responsive, so they pulled out of any off-shore kit making. Now everything is done in their Hickory North Carolina facilities. However, they can still offer economies of scale so they buy a large quantity of one leather (Document Saddle in this case) and have the kits made there on-site. Quality Control went way-way up and I have no issue with married cover from H&M (I've been told by many a supplier I am too critical, however!) They also realize that not everyone wants Saddle color, so they buy large lots of Document for this and other frames to try to get the piece price-friendly. Hence the better price in the whole Document line. They should have (33) Document Colors on the ring, not (20)! Document is a Class II hide, so its accurate to have that on the label. Your local store has to 'buy into' the Town and Country Promo, which they may or may not have to get that structure I outlined. Prices are the ones I set for Garden Web folks (Shipping is additional), and not every store has that price structure or is obligated to sell at those prices. They may also not be aware of the whole H&M Promotional price structure - its a bit complex. Standard Cushions are a Qualatex foam core polyurethane, wrapped with 2 oz of fiber and covered with ticking. They are very resilient and hold the form well (keeps the leather from showing stress cracks - which is what happens when using the down cushions). As far as comfort for tall folks, thats hard to say in a category. Everyone likes something different! Duane Collie The Keeping Room