Terms of Sale
The guest has how long to request to re-select or return a product?
48 hours
Customer is calling in as the RHF arm on their sofa has seam separation. This is under 1 year warranty. What option(s) can you present them?
GC, PA, Repair.
Once these hit 50% compression, they are considered defective and will be replaced under manufacturing warranty.
Cores!
How many times will we replace cores under PPP?
1 time.
Customer is calling to report that their leg for the dining room chair they received yesterday is cracked. They want a gift card to keep it as is. What % can you offer them off the chair?
15%
List 3 types of items that cannot be returned.
Mattresses, Boxsprings, Pillows, Mattress pad, Pillow protector, Fridge, Stove, Microwave, Washer, Dryer
Customer is calling to report a chip on their table that they received last month. What option(s) can you present to them?
Educate that cosmetic damages need to be reported within 48 hours of receiving the product.
We offer what percentage of an item off to keep it as is with a price adjustment under manufacturing warranty?
10%
Do we cover compression on dining room chairs under PPP?
No.
Can a customer buy PPP after receiving their items?
Yes, they can buy PPP up to 30 days post possesion.
What is the re-stocking fee to re-select through Dufresne Furniture once the product is in the home?
0%, no fee
The technician has asked for us to order an in/out back for a fabric sofa under PPP. We are unable to order parts as the item is discontinued. What option(s) can we present to the guest?
Reselection.
How long is the manufacturing warranty on a mattress?
10 years.
A guest is eligible to redeem ___ amount of accidental coverages.
5
What qualifies a guest to a 100 night comfort warranty?
purchase of a mattress pad
How long can a guest ask to cancel their sales order through Ashley without penalty? Dufresne?
Ashley - 48 hours.
Dufresne - 30 days.
Guest is calling to report that their dining room chair came with a stain on delivery. We have attempted to send a cleaner, but the stain is still present. What option(s) would you present to the guest?
Are smells warrantable?
no.
What do you need to ask a guest to warrant a staining claim? HINT: 4 things.
1) Substance?
2) Area of concern?
3) When did it occur?
4) Was gentle cleaning attempted?
What is our Peace of Mind Promise?
If you do not use your PPP, you will receive full value of the PPP plan as in store credit to assist on a purchase of $1k or more. Only active once PPP expires, and only for 180 days after expiry.
What is the terms of sale for Customer Order items?
No returns, there is a 25% non-refundable deposit. 25% to cancel order, 25% to reselect.
The technician has asked for us to order an in/out back for a leather sofa under PPP due to leather peeling. We are unable to order parts as the item is discontinued. What option(s) can we present to the guest?
Fibrenew to see if they can repair leather.
Is vinyl cracking covered under manufacturing warranty?
yes!
Name 3 types of accidental damages that PPP covers
Leather tears, Staining, Leather burns, Heat ring, Water ring
Is cracked glass covered under warranty?
Nope, has to be shattered.