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Thread: Steps to do when your furniture arrives via White Glove Delivery Service

  1. #1
    Join Date
    Jul 2008
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    Alexandria VA
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    Default Steps to do when your furniture arrives via White Glove Delivery Service

    This is a guideline for everyone that gets their furniture via a White Glove Delivery service. And these steps are pretty much universal across the industry which has set up these "rules" over many decades of business. YOU are not going to change the rules, though many people feel they are the exception. They exist via industry agreement and should you choose to ignore them, then you do so at your own risk.

    * When a piece leaves the factory, it is assumed to be first quality and without workmanship or production flaws. This is an industry given. The shipper who picks it up from the factory signs for it and transports it. When they sign for it, they (the shipper) assume all liability from that point forward while in their care.

    * When the delivery comes to you - the consumer - you have a duty to inspect it fully and completely before the driver leaves. Once you sign the Bill of Lading (BOL), it is in effect saying the pieces are free from damage and you release the delivery service from all liability from that moment forward. If you see damage, do not sign the BOL. If you see a manufacturing defect - do not sign the BOL. Unless you can live with the piece as it is being delivered to you - do not sign the BOL. You can write as many notes and exclusions on the BOL that you like, but they rarely do any good. If you have objections to the piece - refuse delivery. This can be for damages or workmanship, either one. The time to refuse the piece is at delivery, not the next day. Once the driver leaves, you have lost your recourse for a no-charge return.

    * Do not accept delivery after dark. You cannot see the piece properly. If you choose to do so, remember that the next day is no time to inspect it, you have to do it while the driver is there and on site. Slow down and take the time to look things over. Yes, the driver is nice, and yes, he's in a hurry - they always are. Doesn't matter - take your time before you sign.

    * Should you refuse a piece, it will go back to the terminal in North Carolina, and either go through a restoration process if damaged, or back to the manufacturer for warranty issues. This is going to take some time, so be prepared for 6 to 8 weeks before it comes back to you. In the vast majority of instances, the piece will be restored, not replaced.

    * Of all issues that involve a refusal / return, my experience has been 98% are due to shipping and 2 % to workmanship. Very few refusals turn out to be warranty of workmanship issues, most are caused by transit damage.

    * Do not call your selling dealer with delivery damage issues. This is the responsibility of the delivery company to rectify, the selling dealer is not involved unless the delivery company needs a part or it has to go back to the maker.

    * You selling dealer is your point of contact for warranty/workmanship issues. However, be aware that you will be responsible for return shipping to the manufacturer in the event of warranty returns. Manufacturers do not pay for the shipping back to them, nor do dealers in most instances. That's why you want to do any refusals at time of delivery - then its done without a charge to you (as long as its a legitimate issue). If the truck has to come back to pick it up, then you will pay for that service.

    * Remember too, that furniture is still largely hand-made, and few pieces will be perfect. If your eye is critical enough you can fine flaws on most any piece made. Use good judgement.

    if you have questions about the delivery process - ask them here BEFORE you get your delivery. I've done thousands of White Glove delivery orders, I'm well-versed in them and can answer your questions. Follow the procedures and you will be fine, only a small percentage of orders have issues (appx. 2%), the majority are problem-free.
    Last edited by drcollie; 3 Weeks Ago at 08:09 PM.
    Duane Collie
    Straight answers from thirty years in the business.
    My Private Messages are Disabled - Please ask questions here in the forum
    I ask that you do NOT call my store with general furniture questions, that is what the forum is for

  2. #2
    Join Date
    Jun 2017
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    23

    Default Re: Steps to do when your furniture arrives via White Glove Delivery Service

    In the case of multi piece orders where only one piece is unacceptable, do you still refuse to sign the BOL and send it all back? Can part of the order be accepted without signing the BOL?

  3. #3
    Join Date
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    Location
    Alexandria VA
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    Default Re: Steps to do when your furniture arrives via White Glove Delivery Service

    Yes, only refuse the piece that has issues, keep the rest of the order. Notate on the BOL which piece is being returned.

    Note you will pay for shipping on all of it, that's how its done.
    Duane Collie
    Straight answers from thirty years in the business.
    My Private Messages are Disabled - Please ask questions here in the forum
    I ask that you do NOT call my store with general furniture questions, that is what the forum is for

  4. #4
    Join Date
    Jun 2017
    Posts
    64

    Default Re: Steps to do when your furniture arrives via White Glove Delivery Service

    Hi Duane

    What would I do if, say, one of two matching sofas has a problem? I know to expect wide variation if ordered separately, but less if order together.

  5. #5
    Join Date
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    Location
    Alexandria VA
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    Default Re: Steps to do when your furniture arrives via White Glove Delivery Service

    As per the above - NEVER send good furniture back - its going to be bumping around all the way back to NC in the truck, then sit in a warehouse with lots of handling while waiting for the other piece to come back. If it had no marks on it when you refused it, most likely it will by the time it comes back. Also, you will get charged re-delivery fee on the "good" sofa as there was nothing wrong with it and you created extra cube and work for the delivery company.

    Again, use good judgement.
    Duane Collie
    Straight answers from thirty years in the business.
    My Private Messages are Disabled - Please ask questions here in the forum
    I ask that you do NOT call my store with general furniture questions, that is what the forum is for

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