Protection Tips
• Wood Furniture
• Fabric Upholstery
• Leather Upholstery
• Grandfather Clocks
• Stone and Marble
• Rugs
• Mattresses
• Optional Extended Furniture / Mattress Protection program
| SERVICE FAQ's |
Q. What is my warranty?
A. All items purchased after September 1, 2002 have a standard 1-year structural warranty against manufacturing defects on most items. An optional 5-year extended warranty is available at the time of purchase for an additional charge on most items. ***Note: Clearance items have no warranty. The optional extended warranty is for residential use only.***
Q. What can I expect when a service technician comes to my home?
A. Our service technicians are factory - trained professionals who will repair the affected piece. If it cannot be repaired in the home or parts are need the technician will make a report and the Call Center will contact you with the results. Please allow a few business days for us to contact you.
Q. What determines whether a mattress is defective or not?
A. All mattresses will develop body impressions. This is normal. If your mattress develops a body impression beyond an inch and a half it may be considered excessive and a replacement may be needed. Our technicians are factory trained to measure body impressions in a specific way that is the standard throughout the bedding industry. If your bedding is determined to be excessive we will replace the affected piece only. The manufacturer will only replace the defective piece. If you have a SEALY or STERNS AND FOSTER mattress please contact us so we can document your concern then you need to contact SEALY/STERNS yourself since they service their own products. Their contact # is 1-800-my-sealy.
Q. How long do I have to wait for parts?
A. We do not stock parts. The furniture manufacturers send parts on an as needed basis. It is very difficult to determine how long it will take to get a part from a manufacturer for several reasons including whether the parts need to be manufactured specifically for your piece or if it is imported from another country. Generally domestic parts take approx. 4-6 weeks. Imports can take anywhere from several weeks to several months to arrive. We have no control as to when a manufacturer will ship parts. Some parts may get shipped directly to your home. If you do receive parts please contact us to schedule a service appointment, as we will not know when you have received them. If we receive the parts we will call to schedule a service appointment.
Q. What do I do if I need a repair on something that is out of warranty?
A. We only repair items purchased through our store that are under warranty. If you have an out of warranty item that needs repair you would need to find a furniture repair company in your area. We do not service 'Clearance Merchandise' or furniture over 5 yrs old.
Q. I just received my furniture and I am noticing marks all over it. It looks like little dents or nicks. Is it damaged or defective? I did not notice these marks on the floor model.
A. Many wood pieces have distress marks or characteristics that look like the piece is damaged or defective however these marks are actually normal and are put there on purpose by the manufacturer. Sometimes it is easy not to notice on the floor sample but if you come back into the showroom and look again they will most likely be there. We cannot change where the manufacturer places the marks. If we were to change the piece the new one will most definitely have the marks also.
Q. Do you re-upholster furniture?
A. We do not re-upholster furniture. It is usually more cost effective to purchase new furniture than it is to have your old furniture re-upholstered.
Q. My cushions are flattening is this normal?
A. As your family settles comfortably into a sofa, loveseat or chair, you will see some core compression. To keep loose cushions wearing evenly they should be turned and rotated regularly.
Q. My power recliner or power bed has stopped working what do I do?
A. First check the batteries in the remote if it has them. Sometimes electrical pieces need to be reset. Unplug the chair for a few minutes to see if it resets itself. Plug it in and if it is still not working please contact our call center.
Q. What does the 1 yr. Warranty cover?
A. The 1 yr. Warranty covers manufacturer/structural defects to be determined by our factory trained service technicians. It does not cover damage caused by the consumer.
Q. What does the 5year furniture protection plan cover?
A. Please see your pamphlet for coverage. Anything not listed as covered is not covered.
Q. How do I clean / care for my furniture?
A. Wood should be dusted with a soft cloth
If you have purchased the furniture protection plan and you have a stain that is covered by the plan please contact our call center within 7 days to have a professional go out to clean the stain. You can also go the customer service link on our website Care Tips.
Q. My fabric seems to be fading is it defective? Is fading covered under the warranty?
A. Fading is not covered under any warranty. Fading is normal wear of a fabric. Proper placement of your upholstery in your home can contribute to its life. Avoid placing your upholstered furniture in direct sunlight, which can weaken the fibers, cause fading, and make it more vulnerable to tears. Also heat vents can be a contributing factor to fabric and foam premature deterioration.
Q. I just got delivery of my new set and noticed a couple of scratches. Should I send back the furniture and get new pieces?
A. Sometime when furniture is being handled minor scratches can happen. We have factory-trained technicians that can go to your home and
Address the concerns.
Q. The doors/drawers on my furniture are rubbing or are not fitting properly
A. If doors or drawers do not appear to fit properly, first check to see whether your furniture is sitting level on the floor. If not, you may want to adjust any leveling glides. Furniture can settle into carpeting or rugs. If drawers and doors begin to bind, the leveling glides may need to be adjusted.
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