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Customer Service Information

We believe you can buy with confidence when you decide to purchase furniture at A&W Furniture. We work with furniture companies to ensure the manufacturer's warranty is carried out on all valid merchandise.

The following covers our helpful hints for maintaining and caring for your new furniture, contacts for other customer related issues & general store policies.


Thanks again for choosing A&W Furniture!

General product questions may be phoned in at 507-644-3535, please ask to speak with a sales associate.

E-mail questions to
custcare@awfurniture.com



WARRANTIES
How long is my furniture under warranty?

Most furniture lines vary when it comes to warranties on their furniture. However, there are several general "rule-of-thumb" warranties explained here:


Fabric & Leather: 1 Year Warranty


Any casegood (wood) products including dining, occasional, bedroom, home office, entertainments: 1 Year Warranty.  Scratches, accidental damage or abuse is not covered under manufacturer's warranty.


A&W Store Closeouts & Clearance Items: There is no warranty offered on these types of items.


Mattress Sets: Varies

Many manufacturer's warranties do not cover pick up or delivery charges.  Most will not cover labor charges after 1 year.

CUSTOMER SERVICE CONTACT 
If you're experiencing a problem with a piece of furniture purchased through A&W Furniture...

Email our customer service representative 
melissa@awfurniture.com with your name, description of problem, approximate date of purchase and contact information. Often times, customer service will request photos (if damage or abnormality has occurred). If photos are easily accessible and are relative to the problem please attach those to e-mail as well. Most furniture warranties, including lifetime warranties do not include labor or pick up charges. 

If you do not have access to E-mail, please call Melissa, our Customer Service Representative at 800-967-2028. Customer Service Hours are Monday-Friday 9:30-5:00.  

FURNITURE CARE 
I purchased a new piece of furniture and I need to know how to care for it.


FABRIC CARE WITHOUT FABRIC PROTECTION


Traditional fabric or microfiber upholstery is normally easily cared for. Vacuum upholstery regularly. Note that the same amount of dust that builds up on your occasional tables and television will also build up on your upholstery. It is just not as noticeable on fabrics. Fabric, when placed on furniture, behaves no differently than if it were made into an article of clothing such as pair of jeans or a T- shirt.


Flip and rotate the cushions once a month if the design of the cushions make this possible. This insures even fading of fabric and even wear of the foam cores inside, just like rotating tires on a car.


If there are zippers on the backs or arms, reach in and fluff the stuffing to keep the furniture looking newer longer. Have the upholstery cleaned by a trained, insured professional. It’s a small investment and it will extend the life of your furniture. Avoid eating/drinking on the upholstery. Even though many of us do it, upholstery is still not meant for contact with food or drink. Clean spills immediately!


Here is a list of cleaning codes related to upholstery and what they mean to you:

W- Spot clean with a water based upholstery shampoo or foam upholstery cleaner. Avoid the tendency to over-wet the fabric. Again, use a professional cleaner for overall cleaning.
S- Use only a water-free, upholstery-cleaning agent for occasional spot cleaning. Do not use water. Water may cause shrinkage, bleeding, or water-spots. WS- Either Water Based or Solvent based upholstery cleaners are acceptable for use to spot clean on these types of fabrics.
X- Do not use any cleaning chemicals. Use a non- metallic brush to loosen soil from the fabrics.

LEATHER CARE WITHOUT FABRIC PROTECTION


Vacuum leather regularly. Note that the same amount of dust that builds up on your occasional tables and television will also build up on your leather. It is just not as noticeable on leather. Leather, when placed on furniture, behaves no differently than if it were made into an article of clothing such as a leather jacket.


Flip and rotate the cushions once a month if the design of the cushions make this possible. This insures even fading of leather and even wear of the foam cores inside, just like rotating tires on a car.


If there are zippers on the backs or arms, reach in and fluff the stuffing to keep the furniture looking newer longer. Have the leather cleaned by a trained, insured professional. It’s a small investment and it will extend the life of your furniture. Avoid eating/drinking on the leather. Even though many of us do it, upholstery is still not meant for contact with food or drink. Clean spills immediately!


Leather should be cleaned with a leather cleaner and conditioned with proper leather conditioner every 6 months. Leather that is not cared for properly will dry out, crack and peel. Saddle cleaner or non-furniture leather cleaner should never be used. Use products that are made for leather furniture. Always use your product in an inconspicuous test spot before you clean or condition the entire piece. Leather should also not be put in direct sunlight nor should it be placed within 2 feet of vents and/or radiators. LEATHER CARRIES A 1 YEAR WARRANTY.


WOOD CARE


No matter what type of finish your new wood furniture has, whether it be catalyzed lacquer, polyurethane or traditional lacquer, all wood needs care and maintenance. Remember, up here in Minnesota, our wood furniture will adjust to changing humidity and climate levels very frequently throughout the year. It is not abnormal for wood furniture to shrink and expand with the seasons. This is not normally considered a product defect.


Most importantly, remember to regularly dust your furniture with non-silicone type furniture polish. We recommend a high quality waxing perhaps once or twice a year. We carry all the appropriate products at A&W Furniture. WARRANTY ON ALL CASEGOOD/WOOD FURNITURE IS 1 YEAR FROM DATE OF PURCHASE.


A few other tips to remember:

Direct heat will ruin your tables. Remember to use hot pads, placemats & trivets when dining. Heat tends to leave white marks on your tables and to remove them is extremely difficult and often times impossible.

Most dining tables sold today do have some sort of finish on them, however, by leaving water glasses on your table for an extended period of time increases your risk of leaving marks on your table.


When cleaning your dining table after use, you can use furniture polish or a damp rag. If you choose to wipe your table down with a damp or wet rag, remember to dry completely. Lifting finishes and veneers are often caused by too much moisture being left behind on your table.


Table pads are available for every style of dining table. We sell those in the store and recommend them.


Scratches, accidental damage or abuse are not part of any manufacturer's warranty.



MATTRESS CUSTOMER SERVICE

It is normal for most mattresses to show "some" body impressions. The thicker your pillow top mattress is the deeper body impressions normally are. Manufacturer's do not deem "body impressions" defective unless they reach a 3" + depth. Thick, plush mattresses will most definitely show these indentations and in order to get the maximum "plush" comfort level, the body impressions are unavoidable.

If your bed is sagging in the middle: The first thing manufacturer's will ask is if you have a CENTER SUPPORT under your bed. This should be a leg in the center of your bedframe or simply an additional wood leg extended from the center supports of your bed's cross slats. If you do not have this center support, we would advise getting a frame with a center leg or creating a leg for your wooden headboard/footboard combinations. Most manufacturer's will VOID the warranty if this center support is not shown.


If you feel your mattress is showing excessive amounts of body impressions or extreme amounts of sagging beyond the 3" rule and you use a center support on your bed please e-mail our customer service department.
melissa@awfurniture.com. Please remember, most manufacturer's will need to see photos of mattress sagging measurements as will our customer service department.

CUSTOMER SERVICE -WORRY FREE PROTECTION PLAN 
I purchased an Extended Warranty Program, how do I proceed with a problem I'm having?


Extended warranties purchased at A&W Furniture receive a 5-Year Warranty from date of delivery or pick up. Please follow instructions on your original A&W Furniture "Worry Free" Policy Plan. On that plan you'll find complete details on stain removal. If you have lost your policy you may click here to have a copy sent to your e-mail address.


If you have tried the instructions on your "Worry Free" plan and the stain is still not removed please call our customer service department Monday-Friday 9:30-5:30. They will do their best to assist you the rest of the way! 507-644-3535 Melissa, Customer Service. Or email
melissa@awfurniture.com.


BILLING & FINANCING QUESTIONS:
Does A&W Furniture have a Lay-a-Way Plan?


A&W offers several methods of payment for your furniture. The foremost options are cash, check, cashiers check, Visa, Discover, American Express & Mastercard. We also offer financing plans through Wells Fargo Financing. Outside of these methods, A&W does not offer a traditional Lay-a-Way plan, however, we do request 20% deposits on all sales and you can make payments on the merchandise for up to 2 months before you pick up or have the merchandise delivered. After 2 months, we charge a $20 per month storage fee on all merchandise that has not yet been picked up or delivered. In other words, furniture cannot be taken from the store without payment in full or without having a valid financing program completed through Wells Fargo.

A&W Furniture features a large selection of quality living room, bedroom, dining room, home office, and entertainment furniture as well as mattresses, home decor and accessories. A&W Furniture has a store location in Redwood Falls, MN. A&W Furniture serves the surrounding areas of Redwood Falls, MN. If you're looking for the perfect furniture to suit your needs as well as your lifestyle, stop by A&W Furniture in Redwood Falls, MN today!



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