Discovering your new urban outdoor furniture arrives damaged can be frustrating. Follow this clear process to resolve the issue efficiently. First, document the damage immediately upon delivery. Take clear, timestamped photos and videos of the packaging and all damaged areas before assembling the item. Do not discard any original packaging or materials, as the carrier may require inspection.
Next, contact the retailer's customer service directly. Have your order number, photos, and a detailed description ready. Most reputable companies have specific policies for damaged large items. They will typically initiate a claim and discuss options: a full return with pickup, a partial refund if you choose to keep the item, or a replacement shipment.
For large items, the retailer often arranges a carrier pickup for the return. You will need to coordinate a pickup date and ensure the item is repackaged securely, if possible. If the damage is due to shipping, the retailer usually handles the claim with the freight company. Always review the product warranty and return policy before purchasing, as terms for oversized items can vary. Prompt action and thorough documentation are key to a successful resolution.