CATEGORY #1
What is the deposit required for customer orders?
The deposit required is 50% non-refundable
How long does it take for the body to adjust to a new mattress?
It takes between 30-90 days to get used to a new mattress
Could the customer return or exchange the order after the merchandise has been delivered?
Upon delivery the sale is final, it can't be returned or exchanged
What is the best way for our customers to manage their accounts?
The best way is for our customers to set up and make payments through our portal
How long is our mattress satisfaction guarantee?
It is 90 days from the day of delivery
When orders of in-stock can be canceled?
Orders can be canceled anytime up to 48 hours before the original delivery date for a full refund
What happens if a customer receives damaged merchandise?
The customer should notate in the delivery manifest and contact the CCC @ customercenter@starfurniture.com OR 1800-364-5432 while the drivers are still present
When can the customer exercise the satisfaction guarantee?
After 30 days of the mattress being delivered and no longer than 90 days from the day of delivery
What is our policy for merchandise AS-IS, floor sample, closeout merchandise?
No, returns, no cancelations, no exchanges nor warranty. They are final sale
Could the customer return a rug after a week of being delivered?
No, a rug can be returned within 48 of being delivered in the original package and pick-up (delivery) fee applies if the customer request for us to pick up the rug
Is the Peace-Of-Mind an extended warranty?
No, it is a protection plan. It protects against incidentals. It is not an extended manufacturer's warranty
Could the customer return merchandise if it doesn't fit in their space?
As true professionals, Star sales consultants are expected to ensure that everything fits perfectly in the customer's home. This is part of offering our customers a unique experience!
Can adjustable bases be returned or exchanged?
No, adjustable bases do not qualify to be returned or exchanged.
Do accessories qualify for returns or exchanges?
No, accessories do not qualify for returns or exchanges
How do the customers get informed of their delivery date and time?
Our customers get informed of the delivery date and time via text and email if they provide an email address. Additionally, the day before delivery our customers can visit our website atwww.starfurniture.com/delivery.html
to obtain the delivery window
How long does the customer have to report delivery damage?
The best time to report damage is while the drivers are present if not within 24 hours of the delivery
Are even exchanges the best way to take care of our customers when a product is damaged during delivery?
No, even exchanges are not always the best option for our customers nor our company. In some cases, repairing ordering parts or a discount could be the best option
Besides reviewing the product to be delivered what are the 4 most important things to review to guarantee a smooth delivery experience?
It is very important to verify the following:
Verify the address
Verify and /or add the email address
Verify the telephone number
Add any special instructions, gate # apartment # staircase, etc
How many times can the customer exchange their mattress during the satisfaction guarantee?
This guarantee is a one-time courtesy exchange for equal or greater value, no refunds are available
Could the customer exchange the size of the bed using the satisfaction guarantee?
No, the customer can select a different mattress but the same size. This includes king split mattresses
Is our delivery a fee or a service?
Our delivery is a service. Our delivery service includes transportation, assembly and locating the product in the customer's home. Also, we are committed to delivering the product in perfect condition
Does the customer get a refund for the POM if they don't use it?
No, if the POM is not used during the duration period (3 or 5 years), the customer gets an-in store credit for the amount of money they paid for the protection plan
Why is the reason for our policy not encouraging returns?
At Star, we are committed to providing an exceptional customer experience. We want our customers to get the right product the first time and start enjoying their new furniture
If a special order is damaged before delivery, and the customer doesn't want to wait what do we do?
We are committed to doing what is best for our customers and will not penalize them for our mistakes. We will offer a re-selection
Does the customer Care Center have a different set of rules (policies)to handle customers?
No, they don't, they handle customers using the same rules/ policies.