When to make exceptions to warranty:
- Only a couple months outside of warranty.
- It can be farther outside of warranty if it truly seems defective and we haven’t done a OTCR
- They spend a great deal of money and we haven’t done a OTCR
- If they purchased through Costco and could still return
- If they are going to purchase more items and the replacement cost is not substantial.
When to approve delivery with NSR:
- Check dollar amount. If they spent a lof of money and have a lot of boxes do not approve. It is too risky.
- Google maps the location. If the house is tucked away or in a gated area then I approve. If it’s more out in the open or in a busy area then I don’t approve.
- Either way the customer takes on the liability if anything happens during to the product after delivery.
When to approve holding a shipment:
- First get a quote from AIT and ask the customer to pay the holding fee till they can accept the shipment.
- If the customer pushes back review if we were clear about the shipping process and time frame.
- If they spoke to someone who provided different expectations (IE saying it would take 3 weeks but it only took 1 week because they live near the warehouse) then offer to cover half or a portion of the holding fee.
- If it is a large order or they are a repeat customer I will often make exceptions and help cover the fee. Weigh options if it’s worth taking a return or saving the sale.
Previous Examples:
1.Out of warranty threat to contact BBB:
- 693341 & 671951 example of customers who were out of warranty by roughly 2 years and requested a replacement for broken wicker on dining chairs. Photos and feedback were passed to Product Manager and President for review. An out of warranty replacement was rejected. Both customers continued to escalate and the decision remained the same.
2. Motion Chair Complaint:
- Order 903125 the customer complained the motion chairs were leaning too far. The customer requested a partial refund rather than a replacement and after some back and forth agreed upon the customer’s requested amount of $1,400.
3. White Glove Delivery Issues:
- 936812 – Declined to refund white glove fee because of delays in delivering and Ceva had to return on the original shipment to complete the white glove service. “we don't offer any white glove service guarantees because it's not a part of our delivery program but that an exception was made for her order by special request and apologize for the messy delivery experience she's had.”
4. Panel Color Doesn’t Match with Previous Orders
- 936883 – offer 10% discount on panels and explain we moved manufacturers to continue to improve the quality and there is a slight color variance now.
5. Motion Chair Snapped
- 714176 – Welding on the underside of one motion chair snapped. They are outside of warranty and we offered to sell one that was in spare parts. They claim it is a defective and safety issue and too pricey compared to buying new ones online. They mentioned they are going to buy more furniture for their pool house if we could help. Sent a replacement as OTCR.
6. Breaking Wicker – Outside of Warranty
- 669643 – Breaking wicker on the dining table and lounge chairs to a 20pc set. The customer said they don’t cover it and don’t understand why they would need to. We did not approve and pushed back on sending replacements.
7. Sunbrella Claim – Sun Stained Fabric
- 620436 – Outside of warranty. Customer stated the fabric was stained by our furniture covers. Claim was filed with Sunbrella. Sunbrella approved the claim saying the furniture was too close to a window and the sunray reflects off the window and can cause damage. They issued RST a credit and we sent the customer a replacement.
8. Waive Return Shipping Request
- 955865 – Ordered the Affinity dining set thinking it would match her Repose set. They did not match and she requested to have the return shipping fee waived cause she is going to order the correct matching set in Repose. We got a return shipping quote and ended up splitting the cost with her. Total return shipping was $176.35 and we covered $88. She placed the order for the Repose dining set which was a more expensive set than her original purchase.
9.Bubbling on Milo (took a few years to respond)
- 710883 - They received this in July of 2021. Purchased the Milo 7pc seating set for $2,942.84. In November of 2022 they emailed photos of bubbling that was happening to the frames. CS first said no they were out of warranty. Customer pushed back and then CS approved to send a replacement and asked what pieces were affected. The customer didn't respond till a few days ago. Saying they must have missed the email and they still want replacements. We responded and said we can no longer honor that offer since they are a few years out of warranty now. They escalated saying they would expect it to last longer than 2 years, her daughter and friend have our furniture and they don't have this bubbling. Martin approved to replace all frames.
10. “Faded” or “Off-white” colored panel.
- 987371 – Front has a yellow tint and the back of the panel is a true white. Customer had different issues with a previous order so they are now more escalated. This panel doesn’t match their white from 2 years ago. Customer requested 50% refund to keep as is VS waiving return shipping. This was approved.
11. Benson Faded Wood
- Almost exactly 1 year from purchase the customer reported chairs and sofa from Benson set have the “paint stripping off” or look faded. They cover during off season but not after every use. We approved to replacements since no where on Wayfair’s website or the packaging says to treat the wood and that fading can occur.
12. Vaughn Rusting Hardware
- SO 981668 - Customer reported that the hardware was rusting and staining the furniture after a month. We told the customer to cover to protect the furniture when not in use and from storms. He said “shouldn’t it be able to get wet?” We explained it’s built for outdoor use but consistent exposure to moisture, sun , and other environmental factors can still affect the furniture. We suggested cleaning with mild soap and water to remove the rust stains. The customer did not respond further.
- 13. Customer Request White Glove on Replacement.
SO 993469 – The customer paid someone separately to assemble their umbrella. Their base foot pedal broke which required a replacement. We explained we don't cover third party assembly services or have any agents that would be able to perform this due to being delivered with our standard delivery service.
- 14.Staining on Table Tops
Does not qualify for warranty replacements. Over time, some staining or discoloration can naturally occur with outdoor use. This type of change is considered normal wear and tear and is not covered under our warranty. If we have a table in spare parts and the slats come off we can sell individual slats if the customer is escalated.
- 15. Umbrella Base Scratching Deck
Tickets 109973 & 111014 umbrella base leaving marks on their deck. We could not determine if the base was faulty or their type of decks were just more susceptible to being scratched. It appeared the wheels were working, pedals were engaged, and nothing was stuck underneath the base. Both customers requested to return the umbrellas and waive return fees. Martin approved and we will be investigating further.
- 16. Furniture Hot in the Sun
Ticket 112234 – Customer chose the Barcelo set. On the first day after unboxing she reported that the furniture got to 141 degrees. She stated it is a liability and unsafe. We explained she chose the metal set and it’s a known common thing that metal can get hot in the sun. To avoid it she does need to keep it covered with more shade or furniture covers. We responded with: “We list the materials for each item on our website to help customers choose the option that best suits their outdoor space. With metal furniture, it is normal for the surfaces to become hot in direct sunlight. While this isn’t something we can change with the product itself, we’d love to help make your set more comfortable. As a gesture of goodwill, we’d be happy to offer you a discount toward the purchase of an additional umbrella, which can provide shade and greatly reduce heat buildup. If that is something you are interested in I can follow up with exact pricing and details.”
- 17. Wood Color/Stain Fading
SO 978011 – Customer complained of the stain fading. We believe this is not a defect. Outdoor wood furniture is prone to, moisture, sunlight, oils, and rubbing which will naturally cause this to happen over time. The good news is that this is only a cosmetic change and does not affect the durability of the furniture. For materials like wicker and wood, occasional buffing with a cloth and furniture oil can help restore color, prevent cracking, and extend the life of your furniture.
- 18. Replacement Already Shipped But Asking for a Partial Refund
One example is ticket 115694. The customer reported a defect/damage and agreed to a replacement. After the replacement shipped the customer came back asking for a partial refund to keep as is. Since the replacement was already in transit we let them know that no a partial refund was not an option.
- 19. Wicker Color Rubbed off on Corners
It is considered normal wear and tear for the wicker color to rub off (some say discoloration) on the corners of the frames. (Example photo below)
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