Update by user Sep 27, 2016
In talking to a local furniture store that carries Hancock & Moore and with the corporate offices of H&M in North Carolina, I learned that only the frames are guaranteed because the leather being a natural product can wear out long before the workmanship. The people at Corporate explained this nicely unlike the local rep who was rude.
I ended up having the seat reupholstered because it was much less than purchasing a new piece of furniture. Bottom line: spend the money if you really love the piece and plan to keep it a long time, but don't expect it to last a lifetime.
Original review posted by user Aug 28, 2016
We purchased a chair & ottoman, a sofa and a loveseat approximately 20 years ago based on H & C's reputation as a quality furniture manufacturer. The loveseat is holding up fine, but the sofa is a nightmare.
The leather fabric is cracking and the tufted seat buttons have popped out. The ottoman is starting to do the same. We are an adult household with no children or large animals that would be rough on furniture, so we were distressed to see this happen on what we had hoped would be the last living room furniture we would ever have to buy.
When we contacted the rep from H & C, he refused to even come and look at the furniture, essentially blowing us off. So much for H & C's "lifetime warranty".
Product or Service Mentioned: Hancock And Moore Sofa.
Reason of review: Bad quality.
Monetary Loss: $5499.
Preferred solution: Hancock & Moore should stand behind their product with a full refund or reupholster or replace the sofa..
I didn't like: Quality or customer service.