SERVICE AFTER THE SALE SUPPORT Furniture Repair and Restoration
Our service department exists to make sure our customers have a great experience and are happy with their purchase. It isn’t designed to make money. If it was, we wouldn’t be able to provide such excellent service.
We follow up with every client to make sure they like their purchase and to remedy any issue. Here are some examples of our prompt and creative solutions:
HEADBOARD DIDN’T FIT…WHAT TO DO?
A customer of ours wanted the perfect bed so we spent 3-4 visits with her to get exactly the bed she wanted (a really cool, all upholstered bed with custom nail heads along the headboard). When the bed arrived, she was excited. As the delivery team came in, the headboard wouldn’t fit up the stairs. Instead of giving up, we found a way to cut the headboard in half and reassemble it in her bedroom. Not only did it fit up the stairs, but it also looked awesome when we put it together.
“We couldn’t be happier with the bed, it looks absolutely perfect. I cant tell you how pleased I am that we were able to find a solution. We really appreciate everyone’s hard work!” – Alison F.
OUT OF WARRANTY…BUT WE STILL COVERED IT
One of our customers from the Upper Peninsula purchased several items, but two end tables unfortunately had some cracking and splitting (sometimes intricately designed veneers can split at the seams if they go through big swings in humidity). Sadly, this happened a few months out of warranty for the customer. But instead of hiding behind the warranty, we bought them new end tables and delivered them. They were very pleased.
ITEM WAS UNAVAILABLE…SO WE MADE ONE
A customer purchased a table but felt it would look better with a different size glass top. Unfortunately, it wasn’t available from the factory so we had one custom built to their exact room and style.
HOW ARE ISSUES HANDLED?
One year or less from date of delivery, it’s still under warranty. If problems are due to the manufacturer’s defect, there’s no charge for repairs.
After the one year warranty expires, we handle service issues on a case by case basis. We ask the customer what’s wrong, what their desired result would be, and try to find a solution. We try to be as flexible and creative as possible. We’ve done trade in’s, minor repairs at no cost, major repairs and discounted rates, and so on.
The initial service call is free to evaluate the problem. If possible, we like customers to send us photos to speed up this process.
We follow up with customers within two to three business days about how we will handle the service and/or with our solution.
Parts generally take 3 to 4 weeks to receive. We update customers by email or phone on the process…especially if it’s taking longer than normal.
FURNITURE REPAIR AND RESTORATION IN GREEN BAY
Wenz Home Furniture provides furniture repair and restoration on anything sold or previously purchased from Wenz Home Furniture. We partner with several local providers to give us multiple ways to provide you with quick service. In some cases we even will…
- Provide loaner furniture while your item is being repaired
- Pick up and deliver your item (if needed / at no charge)
- Repair fabric, leather, wood, recliners, etc.
CONTACT WENZ SERVICE DEPARTMENT
Our customer service staff is here to help you with any questions or concerns. During regular store hours you can contact them at 920-406-1800 or email us at firstname.lastname@example.org.