Discovering your new outdoor furniture has arrived damaged can be frustrating. However, acting quickly and methodically can ensure a smooth resolution. Here is a step-by-step guide on what to do.
First, do not refuse the delivery. Refusing the shipment can complicate the claims process. Instead, accept the delivery and note "damaged" on the driver's copy of the delivery receipt if possible.
Your next critical step is to inspect the furniture thoroughly. Do this before the delivery team leaves. Unbox the items carefully, keeping all packaging materials. Check for any visible damage like scratches, dents, broken frames, or torn fabrics. Take clear, well-lit photographs and videos of the damage from multiple angles. Also, photograph the packaging and any labels. This visual evidence is crucial for your claim.
Immediately contact the retailer you purchased from. Do not contact the manufacturer first, as the retailer is typically responsible for resolving the issue. Reach out to their customer service via phone or email. Provide your order number, a detailed description of the damage, and the photographic evidence you collected. Most reputable companies have policies to handle such situations and will guide you through their specific process.
Be prepared to file a formal claim. The retailer may initiate a claim with the shipping carrier on your behalf, or they might instruct you to do so. They will likely require the evidence you gathered. Based on their policy, the company will typically offer one of three solutions: sending replacement parts for the damaged sections, shipping an entirely new set, or providing a full refund.
To protect your future purchases, always review the retailer's shipping and return policy before buying. Some companies offer additional shipping protection plans that can simplify this process. By following these steps, you can transform a disappointing situation into a successfully resolved claim, getting the perfect, undamaged outdoor furniture you ordered.