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FAQs
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How long does it take for merchandise to arrive?
Merchandise takes 2-6 weeks to arrive. Once all your merchandise has arrived, customer service will notify you immediately, so that your merchandise can be scheduled for delivery or you can make arrangements to pick up. You are welcomed to call anytime you like to check the status, but customer service will call.
Can I pay over the phone with my credit card?
No, I apologize for any inconvenience, but it is for your safety, as well as the store. You must be present so that customer service can view your Drivers License and sign the credit card receipt. Even if you use the same credit card as before, the stores do not keep a copy of your driver’s license, nor the credit card account number on file.
Do you have layaway?
No, however we do have a 90 day Price Hold. Price holding was designed to hold the price of the furniture so you can take advantage of the incredible savings. Price Holding does not hold the furniture itself. To take advantage of the 90 day Price Hold, you need to put down 20% of your purchase price.
Once my merchandise arrives, how soon can I get a scheduled delivery date?
Once your merchandise has arrived in our warehouse, customer service can usually get you scheduled within 3-5 days, depending on the volume of deliveries.
What is the delivery charge?
Our minimum charge is $139.99. A purchase over $2340.00, the charge is calculated at 6% of the purchase price. The geographical location could also determine the price and the day of delivery, contact customer service for extended delivery areas.
What if I can not make or miss my scheduled delivery time?
Contact customer service if the customer wants to reschedule within three days or less. The reason customer service needs to be contacted and the stores are not allowed to reschedule is that all the paperwork has been submitted to the warehouse and the customer’s merchandise is being prepped for delivery. If customer calls the day of their delivery to reschedule, a re-delivery fee equal to the amount that was originally paid will apply. Should you cancel the day before your delivery; the re-delivery fee will be a minimum of $50, depending on the size of your purchase. The re-delivery fees must be paid before a re-delivery date can be scheduled. Cancellation of a scheduled delivery, maybe done without redelivery fees, up to three (3) days prior too.
Why has Customer service not called with a time frame yet?
I apologize that the Warehouse has not called yet. They call the delivery time frames for 11 stores and so they must be running a little behind. If you can hold a moment I will be glad to get access the time frame for you. Only on the day of the scheduled delivery, go to the pink, click on Schedule Deliveries for, click on the correct scheduled trip number, view (bottom left) the arrival time. Should the time not be entered, the delivery route is still in progress and you will have to check back. Should you tell the customer their time frame, make sure to put a note that you confirmed the time frame.
Once my furniture arrives at my home and I have changed my mind, (preference for color, size, and no fit), can I return or refuse the items?
I will be glad to review the policy on returns with you. Once I review, I will transfer you to the store so you may speak directly with the store manager. A charge of 30% of the purchase price and there shall be no refund of the delivery fee for cancellations or refusal. The customer shall be entitled to a store credit for the remaining balance of the purchase price. Maybe the store manager may need to work with Lee Anne / Dana or Lee Anne / Dana may need to speak with the store manager.
Can I cancel my purchase before delivery?
I will be glad to review the policy on cancellation with you. Once I review, I will transfer you to the store so you may speak directly with the store manager. Cancellations can not be done over the phone and has to be in person. You will need to go to the location that you purchased from and speak to the store manager. As stated on your invoice all sales are final. Upon approval by the store manager a cancellation fee equivalent to 30% of your purchase price (subtotal) plus the store pick up fee if the merchandise has been sent to the store already. Please hold and I will transfer you to the store, ask for the manager so you may explain to why you would like to cancel.
What if I received a damaged item or have property damage at time of my delivery?
Should you experience a problem with your furniture upon delivery or the unlikely event that damage is caused to your property, please note on the delivery bill of lading and report this to customer service immediately. Any defective merchandise must be reported within 72 hours of delivery. Within 72 hours of your delivery date, customer service will contact you to schedule a service appointment, so to have your furniture or property inspected and / or repaired. Should a damaged item be returned, within 72 hours of your delivery date customer service will contact you on the status of your damaged item. [Damage item could be repaired, new one pulled from stock or re-ordered (2-6 weeks)]. Ask the customer very detailed information and notes must be placed on the system.
What if the delivered damaged item can not be repaired?
After a certified technician has inspected and determined that the item can not be repaired, then, as the limited warranty states the item will be reordered for you. Merchandise takes 2-6 weeks to arrive. The manufacturer’s limited warranty excludes Floor samples, “As Is”, or clearance merchandise.
Can I have delivery of a floor model or clearance item?
Yes, Due to the nature of all floor models, they cannot be transported in such a way as to guarantee delivery in exact condition as seen on the showroom floor. We will not be responsible for any damage accrued during delivery should you wish our for our delivery service. We strongly suggest customer pick up.
Can I pay half now and the other half when I have delivery?
No, but half will order the merchandise. The remainder will have to be paid before your items will be scheduled for delivery. Merchandise takes 2-6 weeks to arrive at our warehouse. Once the items arrives our customer service will call and advise you that the merchandise has arrived and of your remaining balance. Merchandise will only be held for two weeks and will be returned to stock if the balance is not paid and scheduled for delivery. The remaining balance must be paid with cash or credit card at the store, personal checks, money orders and certified checks takes 10 business days to clear in our system, so the system will not allow you to schedule delivery of your merchandise. Once you have paid the remaining balance your delivery can be scheduled.
Can I change from pick up to delivery? Delivery to pick up?
Yes, that will not be a problem, but the delivery fee will have to be paid at the store, prior to your merchandise being transferred on the next available truck. Once the merchandise arrives at the warehouse, customer service will call and schedule delivery. The delivery fee must be paid with cash or credit card at the store, personal checks, money orders and certified checks takes 10 business days to clear in our system, so this will delay customer service calling to schedule the delivery. Delivery to pick up? Yes, that will not be a problem. A refund of the delivery, less the pick up fee, can be done. I will need the same credit card to be able to apply the refund. If you paid by cash, money order, personal check or a cashier check , a corporate refund check will have to be mailed to us. Refund checks take up to 21 business day to be processed. Once the refund check arrives customer service will call so that you may pick up. Refund checks can not be mailed to your residence, you will have to show your drivers license and sign to release the check. The refund check will be printed as the name stated on the invoice. The warehouse will transfer on the next available truck. Once the merchandise arrives at our store, customer service will call with the pick up days and hours.
Can I pay half now and the other half when I pick up?
Yes, that will be no problem, but the remainder will have to be paid before your items will be sent to our store. Merchandise takes 2-6 weeks to arrive at our warehouse. Once the items arrives our customer service will call and advise you that the merchandise has arrived and of your remaining balance. Merchandise will only be held for two weeks and will be returned to stock if the balance is not paid. The remaining balance must be paid with cash or credit card at the store, personal checks, money orders and certified checks takes 10 business days to clear in our system, so the system will not allow transfer or pick up of your merchandise. Once you have paid the remaining balance the warehouse can transfer on the merchandise on the next available truck.
If I purchase a floor model or clearance item, how long do I have to pick up?
All floor / clearance items must be paid in full and have to picked up within 72 hours. Personal Checks / Money Orders / Certified Checks take 10 business days to clear in our system and are not accepted on floor / clearance items.
If I purchase a floor model or clearance item, how long do I have to pick up?
All floor / clearance items must be paid in full and have to picked up within 72 hours. Personal Checks / Money Orders / Certified Checks take 10 business days to clear in our system and are not accepted on floor / clearance items.
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