Navigating Your Warranty Claim

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 discuss the common questions that arise. The first common question is determining whether you should file a warranty claim and what type of claim to make. To start, always contact the 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 manufacturers defects; furniture comes with a 1-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, keep in mind, the photos need to clearly show the damage and where the damage occurred. Email these photos to the store associate. Now 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, your contact information, photos of the damaged area, along with some details regarding the damaged area. Below are some helpful tips for filing your warranty claim.

Warranty Claim Tip #1: Time is of the essence
A common mistake when filing a warranty is hesitation. When damage occurs, the common 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/damage occurred. That means if you wait too long before filing a claim, it could be denied. So make sure you address your concerns and open your claim immediately.

Warranty Claim Tip #2: Do not file for additional items that are not damaged
Another common mistake is filing a claim for items that have received no damage. For instance, let’s take this scenario as an example; a customer purchases an entire living room set (a sofa, loveseat and a 3pc coffee table set) and they are 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 a claim for the sofa, loveseat and the 3pc coffee table set. But wait, only the loveseat received the damage. This is another common mistake and could cause issues with your warranty.

Warranty Claim Tip #3: Improper Maintenance, Care or Misuse
Another common mistake is filing a claim for something that has not been properly cared for. For instance, if the sofa is stored in the garage, or you damage the furniture during a move, or if you use harsh chemicals to clean your furniture, these would all be considered improper maintenance and would be denied by the warranty provider.

Warranty Claim Tip #4: Wear and Tear
Once the 1 year manufacturer’s warranty expires, and you have enjoyed using your furniture for some time now, wear and tear can occur. Snags on the fabric, or seams separating, or 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 so make sure you protect it. The warranties provided by Surplus Furniture and Mattress Warehouse are there to protect your investment from any mishaps along the way. Make sure to 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.