Customer Service - Frequently Asked Questions and Answers
- 1) What are things I should consider before ordering furniture?
A. It is imperative that you measure properly to ensure the furniture you are ordering will fit in your home to prevent delivery day disappointment. Measure all doorways, hallways, and consider obstacles that could prevent the delivery team from getting a piece in your home like stair banisters. The weight of an item can also hinder a delivery and may require more than the two men most delivery companies provide.
Also, consider how much use the furniture will receive in the home. Many people make the mistake of purchasing cheaper furniture in high use areas of their home but do not take in to consideration buying a high quality product will wear better and last longer than its cheaper counterparts.
- 2) How do I check status of my order?
A. Your Sales Person will update you with an update once the manufacturer has acknowledged your order. Please call your sales person with any other inquiries.
** If you custom ordered your furniture product, the production time frames can change quickly. So, please check back as we are always glad to check on your order for you!
- 3) How do I take care of my furniture?
A. Now that you have purchased high quality furniture we know taking care of the product is of utmost concern for you so we have a dedicated page, Furniture Care, on tips of how to care for your furniture. We also suggest McKay Table Pads and Guardsman Protection.
- 4) What is Guardsman Protection?
A. Guardsman is a furniture protection plan that covers incidentals like stains, scratches, and even mechanisms in upholstery. Nothing is applied to your furniture as that can often times void the manufacturer warranty. See our web page on Guardsman to find out more information.
- 1) What is White Glove Delivery?
A. Your furniture is opened, inspected, deluxed, and then pad wrapped at the delivery company. This insures that your product is in good condition and eliminates trash from the packaging in your home. The drivers place the furniture in your home, level the product, and remove any packaging that was not removed at the warehouse so that you are left with just beautiful furniture with no mess to clean up.
** There are some items that may be left in packaging if they are deemed safer to stay in box rather than opening. See our Furniture Delivery page for more information on our white glove delivery services.
- 2) How can I get status of my delivery?
A. Once your product is received and final payment is made we will instruct our delivery partner to schedule your delivery. They will contact you as soon as they have a truck in your area to confirm your address and the number of pieces you are expecting. This process can take 2-3 weeks depending on where you live (local deliveries around our stores are usually within 7 days or less). You can contact the delivery company as well or contact your sales person if you have other questions. The Furniture Delivery page on our website has several of our recommended carriers contact information for your convenience and most of them have websites where you can check status of your delivery.
- 3) How should I prepare for delivery day?
A. Make sure the area where you would like your new furniture is free and clear of any items that could obstruct the delivery men from getting into your home. Make sure any pets are secure so they and the delivery men are safe. The delivery teams are not allowed to install electronics, assemble cribs, or hang anything on walls. For more information on our white glove delivery visit our Delivery page.
- 4) Can the delivery team move or take away my existing furniture?
A. No, the delivery teams are not allowed to move furniture out of a space where new furniture is to be placed. Also, most white glove delivery companies will not take existing product out of the home so plan accordingly before your new furniture is delivered. Many consignment shops and Non-tax companies like Habitat for Humanity have their own trucks and will come pick the product from your home for free.
- 5) What if I receive the incorrect item?
A. If you receive an incorrect or damaged piece, refuse it at the time of delivery and make notes on the bill of lading stating the issue. If you have a smart phone and can take photos while the drivers are still in the home that can help expedite your claim. The delivery companies do ask for the right to inspect the product once returned and will either correct the item by a professional technician or will order a part from the manufacturer to make corrections if possible. In extreme cases our delivery companies are insured and will replace the product. Contact your customer service representative immediately or fill out the service form on our Customer Service page so we can assist in resolving the issue.
- 6) What if my furniture is damaged during delivery?
A. If a piece is damaged when delivered refuse the piece and make clear notes on the bill of laden stating what is wrong. If you have a smart phone and can take photos while the drivers are still in the home that can help expedite your claim. Contact your customer service representative so we can address this issue right away.
- 7) What if a piece I ordered does not fit in my home?
A. It is imperative that you measure properly to ensure the furniture you are ordering will fit in your home to prevent delivery day disappointment. Measure all doorways, hallways, and consider obstacles that could prevent the delivery team from getting a piece in your home like stair banisters. The weight of an item can also hinder a delivery and may require more than the two men most delivery companies provide. The delivery company will notify you if they have any concerns while scheduling the delivery and additional charges may apply if a piece is overweight. Ultimately Good's cannot accept returns for special order product so if a piece does not fit we do suggest you call our customer service department while the drivers are there. Restocking fees and additional delivery charges can be incurred by the customer if this type of issue cannot be worked out at the time of the delivery.
Claims or Returns:
- 1) What is your return policy?
A. Product ordered for a customer from one of our vendors is considered special order and is not returnable. Product not ordered on your behalf, we stock in our warehouse or off the floor, may be returned with a restocking fee and any additional freight charges that may be charged by the delivery company. We order product from our vendors for you and they will not take the product back once it is shipped. We can cancel an order before it is in production at the manufacturer but once in production the piece cannot be cancelled. Read More: Good's Terms and Conditions of Sale.
- 2) Can I file a claim online?
A. You can start a claim online with us by going to our Customer Service web page. Your service representative will contact you the next business day to discuss. You can also call us Monday - Friday 8:30AM-6PM or Saturdays 9AM-5PM. Our service departments contact information is also available at the web page above. Photos of the entire piece, the area that is defective, and labels on the piece are always required to file a claim with one of our vendors. Please send the photos to your customer service representative located at the right of the Customer Service page or by emailing firstname.lastname@example.org.
- 3) Can I get replacement parts for my furniture?
A. Depending on the age of the product we can usually get replacement parts such as drawer pulls, hinges, etc. Most of our manufacturers keep some parts on hand. Contact our Customer Service department if you are in need of a part for your furniture.