Below we have outlined many of our customer satisfaction policies. We believe active communication is the cornerstone of any good relationship. It is our desire at Gates Furniture to ensure you experience the best possible home furnishings buying experience. In order to achieve this goal in all areas of our business, for the greatest majority of our customers, we hope you will understand our need to operate within certain policies.
CUSTOMER SATISFACTION POLICIES
Because we offer delivery service to such a broad area, we must deliver in route. We are unable to give an exact “time of day” for delivery. However, we will give you an estimated delivery time (within a two hour window) the day before your scheduled delivery. Please have the area in your home free and clear of obstructions and ready for delivery. If you cannot be there to take delivery, please arrange to have a responsible person present so that we may rely upon his or her signature as authorized to inspect and accept delivery. If delivery to the designated room involves limited maneuverability because of narrow halls, doorways or stairwells, etc. we cannot be responsible for any damage that could result in attempting placement. If set-up in the designated area is not feasible, delivery will be made to an accessible area. Delivery personnel will not be able to hang items on walls.
We recommend that you carefully inspect the merchandise before we release it to you. Any damage or defects are the responsibility of the customer after Gates Furniture releases the merchandise for customer pick-up. The customer is responsible for securing and protecting the load.
1.) Gates Furniture offers Gates Care Shield, a service that covers Free In-Home Service to the original purchaser for up to five years from the date of delivery. This in-home service is provided to customers living within our normal delivery area. Customers outside our normal delivery area must return item(s) to our service department, or pay a stop charge.
2.) Gates Furniture will continue to offer service in accordance with manufacturer’s warranties after the one-year period has expired. Any parts needed for warranted defects or workmanship will be provided at no charge. However, after the one year free service period has expired, transportation and labor charges for repairs and/or installation of warranted parts will be charged.
3.) The customer will pay for all transportation, parts and labor required after a 90-day service period and the manufacturer’s warranties have expired. Customers with Gates Care Shield waive all charges for parts and labor for 5-years.
PLEASE keep in mind that furniture, like any other major purchase such as a car, home, washer or refrigerator, is manufactured in component parts. If a component in your furniture is defective, we will repair or replace it. Most manufacturers do not allow exchanges or replacement of the entire product if a component is defective. For example, an auto maker won’t replace your entire car if the hood is scratched. Our skilled service technicians are trained to replace or repair components to factory specifications (and many times better than factory specifications). We do require that any item needing service with component parts that can be easily transported, be returned by the customer to our service department. Examples are: Unattached cushions or pillows, removable drawers, lamps and accessories, etc.
14-DAY SATISFACTION GUARANTEE:
If following delivery you are not completely satisfied with your selection (excluding bedding), you may re-select merchandise of equal or greater value or receive an full refund if you notify our store within 14 days of delivery and subject to the following conditions:
1.) Merchandise must be in original condition as delivered.
2.) Delivery fees and bedding accessories are non-refundable.
3.) For any re-selection or refund outside of our normal delivery area, a re-delivery fee will be charged to dispatch our truck. Merchandise in the home longer than 30 days cannot be returned.
CLEARANCE OR “AS-IS” MERCHANDISE:
1.) Clearance merchandise will include manufacturer’s warranty (except for items marked “As-Is”).
2.) No “special orders” at clearance prices.
Refund checks are issued within 7 days or after the original check has cleared the bank. Refunds on bank cards are credited to the card used as payment.
There is a $100.00 charge for any returned checks
We welcome your lay-a-way purchases. All lay-a-way purchases will require 25% down, payments of 25% every 30 days, and must be paid in full and scheduled for delivery within 90 days from the date of purchase or the entire order will be voided and the merchandise will be returned to stock for sale. NOTE: A lay-a-way is any purchase where the merchandise is in stock and is being held for the customer for a period longer than 10 days from the date of purchase.
SLEEP PRODUCT WARRANTIES:
Manufacturers of sleep products carry their own warranties, which they may handle internally. In most cases Gates can and will handle most aspects of these warranties. We can assure you that we will make every effort to provide prompt and fair service on these products.
90-NIGHT DREAM BED GUARANTEE:
At Gates we believe that a better night’s sleep makes for a happy, healthy and more productive day. We also know that buying a new bed can be intimidating when so much is on the line.
Once one of our Gates Sleep Pros expertly fits you to a bed we put our name on the line. We want this to be your dream bed.
With the purchase of a performance mattress protector you get:
1.) A 90-Night Trial.
2.) Your 1st delivery free with $499+ purchase. $46 delivery fee, for 2nd or 3rd delivery.
3.) No restocking fees if you make a reelection. Which means you get the full credit of the items you are returning.
4.) Free removal of old box and matt.
If you decide that a mattress from Gates is not going to be the right fit, you are allowed to return your mattress and/or foundation for a full refund. Sorry, no refunds on Mattress Protectors, Pillows, Sheets or other bedding accessories.