Warranty claims are simple and easy to navigate. However, at times, questions and concerns do arise. So let’s take a few minutes to discuss how to navigate through a warranty claim and review the common questions that come up. The first common question is determining whether you should file a warranty claim and what type of claim to make. To start, always contact your local store to determine how to proceed. There are two types of warranties: a vendor claim and a warranty claim. Check out the details below.
Call your local store
Our associates are trained to assist you with any questions or concerns you may have. They will take the time to review your options with you and help you resolve any issues.
Vendor Claim
A vendor claim covers any manufacturer’s defects. Furniture comes with a one-year manufacturer’s warranty, which covers any defects during production. For vendor claims, the store can assist with this process. First, take photos of the damaged area — the photos need to clearly show the damage and where it occurred. Email these photos to the store associate. Technology is great, but file size may be an issue, so make sure to call the store to confirm they received the photos. Next, the store will contact the vendor on your behalf and work with you on getting either repairs or replacement parts.
Warranty Claim
A warranty claim covers the fabric protection plan, which is purchased with the furniture. For warranty claims, the store can assist with this process. You will need to contact the warranty provider — the toll-free number is listed on the warranty package that you purchased, along with your service agreement number. The warranty provider will require your sales bill number, service agreement number, contact information, photos of the damaged area, along with some details regarding the damage. Below are some helpful tips for filing your warranty claim.
Tip #1: Time is of the essence
A common mistake when filing a warranty is hesitation. When damage occurs, the typical response is to wait and see if the damage gets worse, or wait to see if additional damage occurs. As per the warranty policy, any stain or damage must be reported within 30 days of the date that the stain or damage occurred. That means if you wait too long before filing a claim, it could be denied. Address your concerns and open your claim immediately.
Tip #2: Don’t file for items that aren’t damaged
Another common mistake is filing a claim for items that have received no damage. For instance: a customer purchases an entire living room set (a sofa, loveseat, and a 3-piece coffee table set) and is extremely excited about their purchase. Then one day, the material rips on the loveseat, so the customer notifies the warranty provider and opens a claim. Great job! However, when they opened the claim, they submitted it for the sofa, loveseat, and the 3-piece coffee table set — but only the loveseat received damage. This is a common mistake and could cause issues with your warranty.
Tip #3: Improper Maintenance, Care, or Misuse
Another common mistake is filing a claim for something that has not been properly cared for. If the sofa is stored in the garage, you damage the furniture during a move, or you use harsh chemicals to clean your furniture, these would all be considered improper maintenance and would be denied by the warranty provider.
Tip #4: Wear and Tear
Once the one-year manufacturer’s warranty expires and you have enjoyed using your furniture for some time, wear and tear can occur. Snags on the fabric, seams separating, fraying fabric, scuffing, or other surface abrasions are all common wear-and-tear damages. This type of damage is not covered by the warranty provider.
Keep in mind, furniture is an investment — protect it. The warranties provided by Surplus Furniture and Mattress Warehouse are there to protect your investment from any mishaps along the way. Properly maintain your furniture and it will provide many years of comfort and enjoyment. Our sales associates are there to help with any questions you may have. Shop and SAVE at Surplus Furniture and Mattress Warehouse.
