Below we have outlined many of our customer satisfaction policies. We believe active communication is the cornerstone of any good relationship. It is our desire at Connell’s Furniture & Mattresses to ensure you experience the best possible home furnishings buying experience. In order to achieve this goal in all areas of our business, for the greatest majority of our customers, we hope you will understand our need to operate within certain policies.
CUSTOMER SATISFACTION POLICIES
Because we offer delivery service to such a broad area, we must deliver in route. We are unable to give an exact “time of day” for delivery. However, we will give you an estimated delivery time (within a two hour window) the day before your scheduled delivery. Please have the area in your home free and clear of obstructions and ready for delivery. If you cannot be there to take delivery, please arrange to have a responsible person present so that we may rely upon his or her signature as authorized to inspect and accept delivery. If delivery to the designated room involves limited maneuverability because of narrow halls, doorways or stairwells, etc. we cannot be responsible for any damage that could result in attempting placement. If set-up in the designated area is not feasible, delivery will be made to an accessible area. Delivery personnel will not be able to hang items on walls.
We recommend that you carefully inspect the merchandise before we release it to you. Any damage or defects are the responsibility of the customer after Connell’s Furniture & Mattresses releases the merchandise for customer pick-up. The customer is responsible for securing and protecting the load.
FREE IN-HOME SERVICE:
1.) Connell’s Furniture & Mattresses will offer Free In-Home Service to the original purchaser for one year from the date of delivery. This service is for warranted defects and workmanship only. This free in-home service is provided to customers living within our normal delivery area. Customers outside our normal delivery area must return item(s) to our service department, or pay a stop charge.
2.) Connell’s Furniture & Mattresses will continue to offer service in accordance with manufacturer’s warranties after the one-year period has expired. Any parts needed for warranted defects or workmanship will be provided at no charge. However, after the one year free service period has expired, transportation and labor charges for repairs and/or installation of warranted parts will be charged.
3.) The customer will pay for all transportation, parts and labor required after both the one-year free service period and the manufacturer’s warranties have expired.
PLEASE keep in mind that furniture, like any other major purchase such as a car, home, washer or refrigerator, is manufactured in component parts. If a component in your furniture is defective, we will repair or replace it. Most manufacturers do not allow exchanges or replacement of the entire product if a component is defective. For example, an auto maker won’t replace your entire car if the hood is scratched. Our skilled service technicians are trained to replace or repair components to factory specifications (and many times better than factory specifications). We do require that any item needing service with component parts that can be easily transported, be returned by the customer to our service department. Examples are: Unattached cushions or pillows, removable drawers, lamps and accessories, etc.
14-DAY SATISFACTION GUARANTEE:
If following delivery you are not completely satisfied with your selection (excluding bedding), you may re-select merchandise of equal or greater value or receive an full refund if you notify our store within 14 days of delivery and subject to the following conditions:
1.) Merchandise must be in original condition as delivered.
2.) Delivery fees and bedding accessories are non-refundable.
3.) For any re-selection or refund outside of our normal delivery area, a re-delivery fee will be charged to dispatch our truck. Merchandise in the home longer than 30 days cannot be returned.
We are happy to special order products for our customers with the following conditions:
1.) A refundable minimum deposit of 50% is required. Upon arrival on our dock of your special order, the balance must be paid in full before CONNELL’S FURNITURE & MATTRESSES will schedule delivery or pickup.
2.) Date of delivery is estimated according to information provided by the factory. Actual delivery may vary from this estimate.
3.) Special order items, as with any item purchased at CONNELL’S FURNITURE & MATTRESSES , includes our 14-Day In-Home Trial. If the item comes in and you do not like it, CONNELL’S FURNITURE & MATTRESSES will issue a full refund for items returned in like-new condition.
CLEARANCE OR “AS-IS” MERCHANDISE:
1.) Clearance merchandise will include manufacturer’s warranty (except for items marked “As-Is”).
2.) No “special orders” at clearance prices.
Refund checks are issued within 7 days or after the original check has cleared the bank. Refunds on bank cards are credited to the card used as payment.
There is a $100.00 charge for any returned checks
We welcome your lay-a-way purchases. All lay-a-way purchases will require 25% down, payments of 25% every 30 days, and must be paid in full and scheduled for delivery within 90 days from the date of purchase or the entire order will be voided and the merchandise will be returned to stock for sale. NOTE: A lay-a-way is any purchase where the merchandise is in stock and is being held for the customer for a period longer than 10 days from the date of purchase.
SLEEP PRODUCT WARRANTIES:
Manufacturers of sleep products carry their own warranties, which they may handle internally. In most cases CONNELL’S FURNITURE & MATTRESSES can and will handle most aspects of these warranties. We can assure you that we will make every effort to provide prompt and fair service on these products.