IF YOU HAVE A PROBLEM WITH YOUR FURNITURE

Please do not hesitate to bring your service request to our attention. We want you to be satisfied with your furniture purchase, and will do our best to make things right for you. Listed below is an explanation of what to expect from our Customer Service Department.

Step 1 - Let us know about the problem or service request. You may do this by phone, or by visiting one of our stores, or click here to submit your service request by e-mail.

Step 2 - Within 3-5 working days after we receive your request, you will receive a call from our Customer Service Department to schedule an appointment for an initial inspection and/or repair.

Step 3 - At the initial appointment, the repairman will either complete the repair, or determine which parts must be ordered.

If parts must be ordered - The processing and shipping of the parts can take up to 6 weeks (depending on the location of the manufacturer). We apologize for any inconvenience that this wait may cause, but our goal is to perform the repairs completely and correctly, which oftentimes does require new parts. We will do everything we can to speed up this process. Once we receive the parts, we will then call to schedule the completion of your repair.

Updates on repair status - We will keep you updated on your repair status by sending you postcards. If you would like additional information at any time throughout the repair process, please contact our Customer Service Department at 1-800-825-2201 or 541-567-2201.

Repairs are typically done in the home - Most repairs can be completed without removing the item from your home. However, on occasion it is necessary for us to pick up the furniture and transport it to a repair facility. If this should happen, we will do everything possible to minimize the length of time that the furniture is out of your home.

Cost of the repair - The charges for the repair depend on what type of warranty coverage may apply and which store the item was purchased from.

Wilcox 1 year warranty: During the first year after purchase, there will not be a charge to you for the repair. For items that are out of our normal delivery/shipping area, there may be a trip charge or a transportation charge. Click here for details on the Wilcox 1 Year Warranty.

Wilcox Clearance Center warranty: The Clearance Center honors all manufacturers warranties that are provided on our products. There will not be a charge to you for that part of the repair that is covered by the manufacturers warranty. There may be transportation charges that are not covered by the manufacturers warranty. Click here for details on individual manufacturers' warranties.

Manufacturer’s warranty: While the item is under the manufacturer's warranty, there will not be a charge to you for that part of the repair that is covered by the warranty. There may be transportation charges that are not covered by the manufacturers warranty. Note that warranties vary among the different manufacturers. Click here for specific details on individual manufacturers warranties.

Purchased "as is" with no 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.

Out of warranty: 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.