Discovering your new urban outdoor furniture has arrived with damaged parts can be frustrating. However, most reputable retailers have a straightforward process to resolve this issue quickly. Here is a step-by-step guide on what to do.
First, do not discard the original packaging or the damaged item. Take clear, well-lit photographs of the damage from multiple angles. Also, photograph the shipping label and the box itself, as this provides proof of delivery and condition upon arrival. This documentation is crucial for your claim.
Next, immediately contact the retailer's or manufacturer's customer support team. Refer to your order number, which is in your confirmation email or receipt. Clearly explain the situation and be prepared to send the photographs you took. Most companies have a dedicated process for damaged goods and will guide you through their specific steps.
Check the product's warranty information. Many urban outdoor furniture pieces come with a warranty that covers manufacturing defects and damage during shipping. The customer service representative will likely initiate a warranty claim for the replacement parts. They will need the product's model number and a description of the damaged components.
Once the claim is approved, the company will typically ship the replacement parts to you at no cost. They may ask you to dispose of the damaged part. In some cases, for larger items, they might arrange a pickup for the entire product. The key is to act promptly and provide all requested information to ensure a smooth and efficient resolution, getting your outdoor space perfect as soon as possible.