Here’s what happens next once you make your purchase.
Special orders.
Special orders are made just for you! They are ordered from the factory and are not stocked in our warehouse. At the time of your order, your salesperson will give you an estimated lead-time for your furniture shipment. We receive an acknowledgment of your order from our manufacturer in roughly two weeks, but if there is any change in the approximate delivery date we will notify you immediately. Our office continues to track your order until it arrives at our warehouse. We do our very best to get your furniture to you as quickly as possible, but we are not responsible for unexpected delays or any liability therein. No price adjustments or loaner items will be given due to a manufacturer’s delay.
Changes, returns and cancellations.
Please contact your salesperson immediately if you need to cancel or make changes to your order. Clearance/Final Sale/“As Is” merchandise and mattress sets may not be returned, exchanged or cancelled.
If you purchased through special order.
Please ask your salesperson/designer for complete details about our cancellation policies and restocking fees. You may cancel or change your special order within three days of placing your order without a cancellation fee. Thereafter, your special order cannot be cancelled or changed without cancellation or restocking fees unless the manufacturer agrees to cancel the order. These fees can be up to 33% of your order depending on the status of the special order at the time you decide to cancel and the type of merchandise you purchased.
If you purchased from our stock.
Within three days of your purchase or receipt of your merchandise, you may cancel and reselect, or return your purchase for a refund. Merchandise already delivered will be subject to a 33% restocking fee and delivery/pick-up fees. Clearance/Final Sale/“As Is” items may not be cancelled, exchanged or refunded. Merchandise to be exchanged must be returned, in original condition. No merchandise can be returned or exchanged without the original sales receipt. Upon return and inspection of the item(s), your account will be credited.
If you purchased Clearance or “As Is” items.
Clearance and “As Is” items are those that we have decided to no longer carry, may have been discontinued by the manufacturer or are floor samples, and are sold as is. It is your responsibility to carefully inspect these items at the time of purchase. Grossman Furniture is not responsible for any defects or damages. There are no cancellations or returns on Clearance or “As Is” merchandise. These items carry no warranty and will not be serviced or repaired. However, service is available on a charge basis.
Credit balance.
Credit balance will be issued in the form of store credit only. Credit balance will only be applied towards reselection and cannot be applied towards prior orders.
Measurement.
Before you make your final purchase decision, please be sure to measure your door openings, corridors, elevators, hallways, stairways and the area your new furniture will be placed. If you are having difficulty, we will be happy to come to your home to help you measure and make sure your furniture will fit upon delivery. Please note that a service fee may apply. Grossman Furniture is not responsible for furniture that does not fit and will not issue refunds or exchanges if this occurs. Additional charges may apply if we need to deliver by unusual means (e.g. disassembly, hoisting or rigging).
Payment options.
We offer several convenient payment options:
- Cash or Check
- Credit Cards (MasterCard, Visa, American Express)
- Financing options to qualified buyers
Your payment and financing options will be explained to you at the time of your purchase. All accounts must be settled upon delivery or notification of the availability of your merchandise for delivery.
All sales require a 33% deposit, payable by cash, check, Visa, MasterCard or American Express at the time the sale is written. Credit card use cannot exceed 33% of the total sale value and can only be used for initial deposit. Final payment must be via a certified check, bank check or money order only. Our delivery teams will not accept cash for payment.
Credit cards may be used if the customer cannot reasonably obtain bank check or money order, but a 3% convenience fee will apply.
Cash payments may be made in the store 48 hours prior to delivery.
As an added service, we offer financing through a third-party administrator who will bill you directly, according to the provisions of your credit contract. Purchases on credit are subject to the terms and conditions of the associated credit agreement. Any questions or billing disputes must be made directly to the credit company.
Returned checks are subject to a $35.00 handling fee.
Delivery.
Setting up your delivery.
When your furniture is ready to be delivered, our scheduler will call you to schedule a delivery time. We understand that you’re busy and so we can set up a two-hour window for delivery. All of our trucks are equipped with mobile phones so we can call you in the event of an unexpected delay. If you need to cancel a scheduled delivery or pickup for any reason, please contact our scheduler no later than one business day prior to your delivery so that we can avoid excessive handling, which could result in damage to your furniture or charges to your account. Deliveries cancelled less than 24 hours in advance are subject to a $59 cancellation fee.
Please be present.
In order for us to deliver to satisfaction, it is important for our customers to be present. If you have assigned another person to receive your delivery, please make sure they understand that they are fully responsible for merchandise inspection. We will not enter homes with only minors present.
Preparing for your delivery.
Driveways and sidewalks must be clear of snow and ice. Our delivery crews are required to wear shoes at all times. Please have the area cleared to receive your new furniture and move all small items away from the moving path and the room where your furniture will be placed. We will move your existing piece(s) away from the new item you are receiving. However, they can only be moved within the room it resides. Other items can be moved to various areas in your home for an additional charge. Please ask your salesperson or our scheduler for a list of complete moving charges. Due to insurance regulations our delivery specialists are not responsible for damage caused by moving a customer’s existing furniture.
When we arrive at your home.
We will inspect the location where your furniture is to be placed. Protective pads will be placed as needed. We’ll carefully move your furniture into place, then install, inspect, clean and level. Please note that our delivery specialists are not permitted to move or place any electronic equipment, including televisions. Please be prepared to do this yourself or have other qualified technicians available to do so. We will provide any instruction on operation or use of your new purchase.
Delivery checklist.
Upon completion of your delivery we will ask you to inspect the furniture. Then you will need to review and sign the delivery receipt, indicating everything has been received in good condition (unless otherwise noted) and that all work has been completed to your satisfaction.
What to do if there is a problem.
We are very proud of the quality and value of our furniture. However, despite our best efforts, problems sometimes arise. Furniture and upholstery sold by Grossman Furniture are representative of the quality displayed in our showroom. Merchandise received within factory specifications will not be repaired or replaced.
In the rare event that you receive a damaged item, our delivery team will contact the store for direction. In some cases, we will ask that the team return the damaged item to the warehouse. But in most cases, keeping the damaged furniture in your home allows us to remedy the issue more quickly.
We are required by the manufacturer’s warranty to make every effort possible to repair or service the merchandise, using factory provided parts. We will repair your damaged furniture to first quality or we’ll replace it. If this is necessary, we will schedule a service appointment for one of our trained service technicians to come to your home to make repairs. If quality issues are noted at the time of delivery, our customer service department will contact you within 72 hours.
Satisfaction.
We want you to be totally satisfied with your purchase. Before your furniture is delivered it must pass our thorough inspection process along with special detailing to make sure that your new furniture meets or exceeds our high quality standard of excellence. However, please remember that furniture is a product of nature and human hands, and that inherent imperfections are part of the beauty and uniqueness of your purchase. If you have any problems or concerns, please contact your salesperson/designer or the customer service representative within three days of receipt of your furniture.
Warranties.
Furniture is covered for a minimum of one year against manufacturer product or installation and fabrication flaws or defects. Some pieces may be covered by other extended warranties that may increase the warranty period. Furniture will be repaired or replaced according to the manufacturer’s provisions. For warranty or service work within our standard delivery zone, standard pickup or delivery charges will be waived within the first 30 days, but thereafter will be at the customer’s expense.
