If it were me and I could wait another several weeks for a replacement I would have them exchange it. Why accept anything that's damaged?

Leather can be repaired, but sending the customer a furniture pen is not the way to do it. They should have sent a professional to repair it.

I would insist on another chair, and agree that sending you a pen to color it is absurd.

I would insist on a new chair and keep this one until the new one comes!

I agree, sending the pen to the customer is not the way to go. I would expect a new chair, appropriate repair, or $$ back with no further questions asked.

In my opinion, this defect should not have passed whatever quality assurance they have on their products.

Estreya, I would want the chair replaced or the arm recovered, IF the hide color can be perfectly matched. It complicates things that you ordered two chairs, assuming that you ordered matching chairs in the same color. If that's correct, then you'll be warned that it's highly probable that the hides/color cannot be matched exactly. Excellent customer service, in my opinion, would then be for the store to replace both chairs so that they will indeed match, and to sell your original chairs (with the arm repaired) individually. Good luck on that!

I will be very interested to read how your retailer and H&M respond to you. Earlier this year, several of the H&M pieces I ordered arrived with defects. I sent photos of two and the initial response was to send touch-up paint for one and to say that the other met their quality standard. I was also told that I could return one item for repair (not replacement) but it was unlikely that the colors could be matched exactly as each hide differs. After that, I did not bother to pursue getting any of the issues corrected.

I readily admit that most of the problems are minor and some customers might not notice them or may think they are intentional. However, when I look at the furniture my eyes are drawn to the defects. Without knowing the back story, my adult daughter has already asked me about several of the pieces (maybe we're both perfectionists.)

Please don't feel apologetic for being upset by your chair's flaw. As you stated, you saved for a long time to buy these chairs. I think most people are more aware than ever of the need to get value for their hard earned money. I certainly question the worth of my purchases and once we're ready to finish furnishing our home, we'll be making other choices.

You ordered, and paid for, two matching chairs without flaws.

The chair they sent has a flaw. They must replace it.

Since the chairs must match, they must replace both chairs. Stand firm, and shout a bit if you need to. The customer service people are trained to send out "repair pens" to appease customers. Don't be appeased. Get what you paid for.

Thank you so much for your thoughts everyone. It looks like i have to brace myself for some kind of confrontation, which those of you familiar with my screen name know i'm not at all good at. :)

Rockmanor, did you go through a lot of rigmarole before you finally decided to live with your issues? Did you contact your retailer, or H&M directly?

I guess it can't do any harm to insist on an acceptable repair or replacement. If i end up living with it, so be it, but for now, i won't resign myself to that outcome so i've got a little more gusto in my grievance. :)

Part of me worries they might say i "voided my warranty" by screwing up the coloring of the spot. It was a suggestion i was happy to try, since they told me they'd tested it on a sample at the store and it worked fine. I guess i assumed they'd sent a more precision instrument then it ended up being, and i started dabbing in an overconfident manner. I was horrified to see a large black spot that looked like a pen had leaked or a kid had tried to make a poka-dot on the arm.

Ah well, enough of my self-indulgent saga. I'll give it another go with the store, or perhaps i'll try to call Hancock & Moore directly.

Thanks again everyone, and have a wonderful autumn!

I wouldn't accept it and DIDN'T. We ordered a new leather recliner. It took nearly 3 months because of "manufacturer woes" (according to the owner of the store). When it finally came in, not only was it WAY off in color but it had a flaw. We'd only paid a deposit. We refused to accept it. It was reordered (I wanted to go elsewhere but DH didn't) Two months
later, the new one arrived...with another flaw! By that time, we didn't want anything to do with the store or their chairs. We got our deposit back. Unless you want to accept it at a significant discount, I'd send it back. Sorry you'er having problems. It seems more the rule these days instead of the exception.
Monica

I thought that H&M was a reputable company, they should never have sent that chair like that. You shouldn't feel bad asking that it be replaced.

Stand your ground! They sent you a defective piece of merchandise, and you are under no contractual obligation to accept it! Demand that they uphold their end of the deal and supply you with the merchandise that you ordered (and this ain't it!)! I'm so sorry this happened - I know how disappointed you must be. But don't ever feel like you should just learn to live with flawed merchandise. (I also agree with those who stated their "handling" of the matter by sending you a pen was ridiculously unprofessional!)

"Rockmanor, did you go through a lot of rigmarole before you finally decided to live with your issues? Did you contact your retailer, or H&M directly?"

I called & emailed the retailer (in another state) about two of the pieces. One was also soiled in delivery, and I did speak with the delivery service about that after calling the retailer. I emailed several photos of both pieces which I understand were shared with H&M. The most generous offer was to return one item to H&M for repair and wait approx. 8 - 12 weeks for its return. Given my prior experience with repairs by other furniture manufacturers that held little appeal, especially after being told that the other item's defect passed their standards and that there was no guaranty that the color would match exactly. I could not see the point in being inconvenienced by the pick up/delivery and loss of use for 2 - 3 months only to most likely be unhappy with their solution.

In addition, I was lectured by the retailer about not handling the delivery issues properly. When a subsequent delivery was made (& I'd hoped to cancel that order, but was told it was too late), I attempted repeatedly to get the delivery crew to either wear gloves or wash hands - they refused. As it turned out, the problems with those items were not related to the delivery.

Since it had been made clear that I was too picky before, I did not pursue remediation. Perhaps other people would not be bothered, but it bugs us.

I wouldn't accept it and ask for new chairs or your money back. Did you get a big discount, probably not. It would bother me every time I looked at the piece. I know that they aren't cheap and I would fight until it gets resolved to your satisfaction not theirs.

Duane Collie is an H&M dealer that hangs out in the furniture forum. I'm sure if you posted there he would give you good advice.

Duane actually has his own website now: www.myfurnitureforum.com and he doesn't post on the GW site anymore.

He does a lot of H & M business and he may be able to steer you in the right direction. H & M stuff is pricey, there's no way I would of accepted what you unfortunately had delivered.

Oh my gosh, that looks awful. We bought leather furniture from Havertys and I'm sure we didn't pay as much for all of us as you did for 2 chairs. The sofa had some spots on it and I called. They sent out someone the next day. Sending out a pen is just ridulous.

I ordered a Natuzzi leather sofa, got it 9 months later. Before the guys were out of my driveway I was flagging them down b/c there was a scuff on the arm welting. So I immediately called the store. I had written "Subject to inspection" on the paperwork b/c the delivery guys didn't want to wait. The store sent repairman out, he "painted" it then sprayed sealer on, got overspray on arm, "paint" is cracking 2 months later. I called them again, they offered me 10% off but I said no, replace it. They are exchanging it for me as soon as they can get another in.

I agree, that looks just awful and I don't see any reason why you should have to accept it. It's manufacturing defect and you didn't buy a second. Maybe it's enhanced and looks larger being a photo, but it sure seems it should never have passed inspection. I'd be afraid of a repair, over time.

Replaced or arm redone, that is way too obvious/and I know it was expensive and you expect to keep it a long time.

Good news! They're taking back the chair!

I just want to thank you all so much for helping me screw up the courage to insist on a factory replacement of that hide.

I'm still not clear on the details, since this is all going through e-mail exchanges with the store, but they said they'd arranged an "exchange." Whether they're taking my chair back and putting on a new hide, or just making me another one from scratch i don't know. But whatever the case, a resolution is underway that does NOT involve a furniture pen. :)

Thank you all so much for your help. I couldn't have done it without you!

You should have asked for both chairs to be replaced because the leather may not match your other chair.