ABOUT WILCOX FURNITURE

Q. Where are your stores located?

A. We have stores in 3 different communities- Hermiston, Pendleton, and at Stateline in Milton-Freewater. Click here for store addresses and driving directions. We have 2 stores in both Hermiston and Milton-Freewater -- a Wilcox Furniture showroom and a Wilcox Clearance Center. In Pendleton, we have 1 store.

Q. What are your store hours?

A. Stores are open from 9:30 a.m. to 6:00 p.m. Monday through Saturday, and from Noon to 5:00 p.m. on Sunday. The Pendleton store is not open on Sunday. If these hours are not convenient for you, many of our salespeople are also available to meet at other times by appointment. Occasionally, we will also have special holiday schedules. Please call or e-mail us to find out about any changes to our regularly scheduled store hours during holiday seasons.

Q. Can I bring my purchase back if I don't like it?

A. The most expensive furniture purchases are the mistakes.... that's why at Wilcox Furniture we give you 30 days to make sure your purchase is just right for you. We don't want you to be stuck with something you're not happy with. If for any reason your new furniture doesn't work out, you can return it for a full refund within 30 days.

Q. When is your next sale?

A. Unlike many retail stores, we don't run weekly sales. Instead, when you shop at Wilcox Furniture, you get our guaranteed lowest prices every day. You always get the lowest price, so you can shop when you want to. You don't have to worry about waiting for a sale, and there's never any price haggling or sales pressure.

Q. How do your prices compare with other stores?

A. Nobody wants to pay too much -- at Wilcox Furniture we guarantee our prices. It's our goal to have the lowest prices in the area, and we work hard to be sure that we are less than the competition. But to be sure that you are getting the best buy, we also cover you with a low price guarantee. For every product we sell, we'll beat any legitimate price from a local authorized store stocking the same item. Even after your purchase from us, if within 30 days you find a lower price, we'll gladly refund the difference. Many of our customers find that we are also very competitive with out-of-town companies that sell only over the internet... especially when they consider the many Wilcox services, and our reputation for taking great care of our customers.

Q. Do you ever reduce your furniture prices below your everyday low price?

A. We run our lowest prices every day -- which is usually at or below other store's best sale prices. But, occasionally we will reduce the prices on some selected items to clear them out and make room for exciting, new merchandise. If an item that you recently purchased did happen to get marked down for clearance, you would be covered under our low price guarantee.

Q. Do you charge sales tax to customers who don't live in Oregon?

A. Since our stores do business in the state of Oregon and there is no sales tax here, we do not get involved with charging or collecting a sales tax for other states. If you live outside of Oregon, it is up to you to comply with any applicable sales taxes in your state.

Q. What is the difference between the Wilcox Furniture stores and the Wilcox Clearance Centers?

A. The Clearance Centers feature a wide selection of furniture in a variety of price ranges. Most of the furniture is lower priced than the products we offer in the Wilcox Furniture showrooms. The Clearance Centers also offer many items at drastically reduced prices that are closeouts, one-of-a-kinds, overstocks and discontinued merchandise. The Clearance Centers are more of a bare bones, no frills, low overhead concept, similar to a factory outlet store.

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PRODUCTS & BRANDS

Q. What type of furniture do you carry? Do you carry appliances, carpet, and window treatments?

A. We feature a wide range of furnishings for the home including bedroom and dining furniture, mattress sets, home office furniture, and living room/family room furniture (sofas, loveseats, recliners, chairs, rockers, tables, lamps, pictures, accessories and more). We do not carry carpet (but we do offer a selection of area rugs) or window treatments. We also do not sell appliances or home electronics.

Q. What type of selection does Wilcox Furniture offer? Do you carry name brands?

A. You'll find a wide selection of name brand home furnishings in our 100,000+ square feet of showroom space. Many of our featured brands are the most recognized in the industry like La-Z-Boy, Ashley, Tempur-Pedic, Lane, Simmons Beautyrest, and Sealy Posturepedic. Our buyers work hard to fill our showrooms with top quality name brand products at low prices.

Q. Do you carry a different selection of furniture in each of your stores?

A. Each of our Wilcox Furniture showrooms will feature a core group of products that are the same. Typically each store will also have some items that are not found in the other stores. The Wilcox Clearance Centers also each feature a core group of products that are the same. But, each Clearance Center will usually have a sizable stock of items that are not found at the other stores (including closeouts, discontinued items, one-of-a-kinds, etc.).

Q. What type of mattress selection do you have?

A. We take great pride in offering one of the largest selections of mattress sets in the area, between our Wilcox Furniture showrooms and our Clearance Centers. We can almost always match our customers up with a size, a price, and a firmness that will work for them. Wilcox features top quality brand names in the mattress department with a wide selection from Sealy, Simmons, Tempur-Pedic and Englander.

Q. Do you carry solid wood furniture?

A. Yes, we do offer a good selection of solid wood furniture. Our staff can help explain how to tell the difference between "solid wood", a wood "veneer" finish, and an "engraved" finish over particle board. We can also help you choose which type of wood construction will work best for you. For example, some veneer construction can be more durable than solid oak or solid cherry depending on where the wood came from and the type of manufacturing process that is used.

Q. Do you carry leather furniture?

A. Yes, we offer one of the largest selections of leather furniture in the area with products from several different manufacturers, including La-Z-Boy, Lane and Millennium.

Q. Do you carry home office furniture?

A. Yes, we have a large selection of home office furniture including computer desks, bookcases, file cabinets, and office chairs. You will find many different computer desk and hutch configurations to fit a wide range of spaces and needs.

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PRICING

Q. How do your prices compare to other stores?

A. Nobody wants to pay too much -- at Wilcox Furniture we guarantee our prices. It's our goal to have the lowest prices in the area, and we work hard to be sure that we are less than the competition. But to be sure that you are getting the best buy, we also cover you with a low price guarantee. For every product we sell, we'll beat any legitimate price from a local authorized store stocking the same item. Even after your purchase from us, if within 30 days you find a lower price, we'll gladly refund the difference. Many of our customers find that we are also very competitive with out-of-town companies that sell only over the internet... especially when they consider the many Wilcox services, and our reputation for taking great care of our customers.

Q. When's your next sale?

A. Unlike many retail stores, we don't run weekly sales. Instead, when you shop at Wilcox Furniture, you get our guaranteed lowest prices every day. You always get the lowest price, so you can shop when you want to. You don't have to worry about waiting for a sale, and there's never any price haggling or sales pressure. Click here for more information about our -Best Prices Everyday.

Q. Do you charge sales tax to customers who don't live in Oregon?

A. Since our stores do business in the state of Oregon and there is no sales tax here, we do not get involved with charging or collecting a sales tax for other states. If you live outside of Oregon, it is up to you to comply with any applicable sales taxes in your state.

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HAPPINESS GUARANTEE

Q. What if I'm not happy with my purchase?

A. The most expensive furniture purchases are the mistakes... that's why at Wilcox Furniture we give you 30 days to make sure your purchase is just right for you. We don't want you to be stuck with something you're not happy with. If for any reason your new furniture doesn't work out, you can return it for a full refund within 30 days.

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FINANCING & PAYMENT OPTIONS

Q. How can I pay for my purchase?

A. Wilcox Furniture offers our customers several convenient payment options. We accept most major credit cards including VISA, MasterCard, Discover, and American Express. Or, if you prefer, you can choose to pay by personal check or with cash. Wilcox Furniture also offers qualified buyers several different monthly payment options through Wells Fargo Financial and Citi Financial, including a 90 days same-as-cash payment plan. Occasionally, we will also offer special finance promotions that feature no interest charges for extended periods (typically 6 months or 1 year).

Q. Does Wilcox Furniture provide financing?

A. Yes. Qualified buyers can finance their purchase at Wilcox with payment plans that are offered through Wells Fargo Financial and Citi Financial, including a 90 days same-as-cash payment plan. The application usually takes only a few minutes to complete, and same day approval is typical for qualified buyers.

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DELIVERY & SET-UP

Q. What areas do you deliver to?

A. Wilcox Furniture delivers on a regularly scheduled basis to most of the towns in Umatilla and Morrow Counties including: Hermiston, Pendleton, Milton Freewater, Boardman, and Heppner -- along with other nearby towns and rural areas. We also deliver on an appointment-only basis to other Oregon communities in Union, Wallowa, Grant, and Gilliam counties. For Washington residents who would like shipping directly to their home, we recommend a separate delivery company that is authorized to make deliveries into other states. The company features professional crew who are experienced in delivering home furnishings.

Q. Do I have to stay home all day waiting for the delivery truck to arrive?

A. No. Our staff will contact you the day before your scheduled delivery, usually between 4 p.m. and 6 p.m. to arrange a delivery time that's best for you. We normally schedule your delivery time within a two hour window.

Q. How much does it cost to have my purchase delivered from Wilcox Furniture stores?

A. The delivery charge to most local Oregon addresses is $49 a stop, for 1 item or a truck full. The delivery crew will set up the merchandise just where you want it. For deliveries to outlying Oregon areas, our charges are based on the distance from our stores. Washington customers can arrange for delivery through a furniture delivery service that we recommend. The typical charge for Tri-Cities area residents is $59 a stop and Walla Walla area residents are charged $49 a stop. Delivery routes in Washington include the greater Walla Walla and Tri-Cities areas, along with regular schedules to many outlying areas such as Othello, Prosser, Dayton, Touchet, and Waitsburg. Special no-cost delivery service is available on mattress set purchases of $599 or more (see store for details).

Q. How much does it cost to have my purchase delivered from Wilcox Clearance Centers?

A. The Wilcox Clearance Centers have the same delivery schedule as the Wilcox Furniture stores.

Q. Do you charge to haul off old furniture at the time of making my delivery?

A. No. This is a FREE service provided by Wilcox Furniture to assist our customers. We will gladly haul off the unneeded furniture that you are having us replace.

Q. What if my delivery contains damaged goods?

A. Our warehouse crew unpacks, inspects and carefully prepares your merchandise for delivery. Every effort is made to insure that the merchandise will meet your expectations. Occasionally, furniture sustains minor damage during shipping or has a manufacturer's defect. If this occurs, please notify our delivery crew at the time of delivery or contact Wilcox Furniture as soon as possible. We'll help get the problem solved, either by repairing or replacing the item. Click here for more information on Wilcox Furniture's Customer Service Department.

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CUSTOM ORDERS

Q. Can I custom order items that are not in Wilcox's showroom display?

A. Yes. Custom orders are a great way to create your own unique look. Many of our manufacturer's have a wide variety of styles, colors, finishes and fabrics for you to choose from. At Wilcox Furniture, a lot of our customers custom order their furniture -- especially when they find a style they like in our showroom, but the fabric isn't exactly what they are looking for. Special ordering allows them to create a custom look to get just exactly what they want. Each of our showrooms has a large selection of fabric samples and catalogs for our customers to choose from. Click here to find out more about Custom Orders.

Q. Do I pay more to special order furniture?

A. No. There is no additional charge to special order. We offer the same everyday low price on special order furniture that you'll find on furniture that is on display in our showrooms. On upholstered furniture, the price may change depending on the grade of fabric that is selected. (For example, special ordering a sofa in a lower grade fabric than what we stock in our showroom will result in a lower price to you.) At the time of placing your order, a 20% non-refundable deposit is required. And just like products that are in stock in our showrooms, special order furniture is covered by our Low Price Guarantee.

Q. How long does it take for a custom order to arrive?

A. Delivery time varies by manufacturer and by the type of product. Several manufacturers offer "quick ship" programs with a delivery time of less than 30 days on custom orders. Most upholstered furniture that is custom ordered will arrive in 6 to 8 weeks. Some wood products require a longer order time, and may take 10-12 weeks or more. For many customers the wait is worth it to get just exactly what they want... 6 to 8 weeks is a short time compared to the 7-10 years that they expect to keep and enjoy their new furniture.

Q. How do I keep track of my custom order?

A. If any changes come up in the availability of your custom order, or the expected arrival date, the Wilcox staff will contact you to keep you updated on the status of your order.

Q. What if I don't like my custom order furniture when I get it?

A. While most of our customers are pleased with the furniture that they custom order, occasionally an item just doesn't work out. We don't want you to be stuck with something you're not happy with. Even custom orders are covered by our 30 Day Happiness Guarantee. If for any reason your new furniture isn't what you want, you can return it for a refund within 30 days of delivery (the 20% deposit will be transferred to your account for your use on a future purchase).

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WARRANTIES & REPAIRS

Q. What kind of warranties do you have?

A. Your purchase from the Wilcox Furniture showrooms is covered by Wilcox's comprehensive one year warranty -- we will remedy defects in material or workmanship due to normal household use for one year. Many of our products also include a warranty from the manufacturer that may provide coverage beyond Wilcox warranties. Purchases from Wilcox Clearance Center are covered by the manufacturers warranty only.

Q. What if my delivery contains damaged goods?

A. Our warehouse crew unpacks, inspects and carefully prepares your merchandise for delivery. Every effort is made to insure that the merchandise will meet your expectations. Occasionally, furniture sustains minor damage during shipping or has a manufacturer's defect. If this occurs, please notify our delivery crew at the time of delivery or contact Wilcox Furniture as soon as possible. We’ll help get the problem solved, either by repairing or replacing the item. Click here for more information on Wilcox Furniture's Customer Service Department.

Q. What happens if my furniture should need repair while it is under warranty?

A. Wilcox Furniture maintains a full-time Customer Service Department to assist our customers. If you have a problem or service request with your furniture, please do not hesitate to bring it to our attention. You may contact us by phone, or by visiting one of our stores, or click here to submit your service request by e-mail. While the item is under warranty, there will not be a charge to you for that part of the repair that is covered by the warranty (e.g. Parts or labor.) We want you to be satisfied with your furniture purchase, and will do our best to make things right for you.

Q. What happens if my furniture should need repair after it is out of the warranty coverage period?

A. Even after the warranty period, our Customer Service Department will assist in repairing any problems that may arise. You may contact us by phone, or by visiting one of our stores, or click here to submit your service request by e-mail. We will schedule an appointment for a qualified repair person to inspect and repair your item. Once an item is out of warranty, there will be charges to cover our costs in completing the repair. This includes charges for transporting the item if it can't be repaired in the home. We do everything possible to keep the charges as low as possible, and if you'd like we will give you an estimate before proceeding. Click here to learn more about the Wilcox warranty or our manufacturers warranties.