Quote Originally Posted by Miles77 View Post
What do you do when there is a scratch from unboxing brand new furniture? Do you note damages on the bill that they ask you to sign? It's a big deal to send it back.
You as the client have to decide at time of delivery if you can live with the marks OR can accept an in-home repair. If neither is acceptable, the piece should be refused. Ultimately its your call, and that should come with an understanding that perfection is difficult to achieve, this is not an iPhone coming in a box, it's a big, heavy 250 lb sofa going cross country. Its very common for a sofa leg to have small nicks in it for example, those can usually be touched up with a marker.

The industry does not send out replacements, it restores/repairs. No different than if you buy a new car, they don't send you a brand new one if the transmission fails, they fix that transmission.

If leather, a Finished leather can be repainted, sometimes even patched if cut. Because a finished leather is painted, and there are mobile services in most major areas that do that work such as www.fibernew.com. If a pure aniline, those are dyed leathers, they cannot be restored but usually can be made to look much better by massaging leather conditioner in the affected area. If torn, they cannot be patched, and require going back to the factory for new hides in that area.

95% of all damages are small nicks like you see here. Once in awhile, there is major damages such as a frame break, but that is rare. In the event of refusal, the piece will be gone for sometime. If it has to go back to the factory, it may be several months, most of which is transportation. It's about like putting toothpaste back in the tube. Delivery companies do not do well in timeliness of returns.

Proper unpacking is really the key element. Get the staples clear of the piece and also lay furniture pad on the ground before the sofa is every pivoted to an upright position.