Service Claims

To streamline your service request and ensure the fastest resolution, we ask that you begin by submitting a service inquiry. You can do this in two ways:

1. Text Your Service Inquiry:

   • Text clear photos of the damage or issue, along with the following details:
     • Your full name
     • Product type (e.g., sofa, mattress, etc.)
     • A description of the damage or issue
     • Photos of any stickers or labels containing the SKU or product number
   • Send this information to our Customer Experience Team at (252) 591-1752 (text only). This will help us assess the situation and determine the next steps more efficiently.

2. Visit Us In-Store:

   • You can also visit us in person to complete a service inquiry form and consult with a member of our Customer Experience Team. We will review the issue together and guide you through the next steps.

We apologize for any issues with your purchase from New Look Furniture. To resolve this, we have a clear procedure in place. We partner with reputable furniture brands that offer at least a one-year manufacturer warranty on all items, unless otherwise specified at the time of sale. For service requests outside the first year, a minimum $50 hourly service fee will apply. Manufacturer warranties vary by brand but are industry-standard and regulated. Please note, warranties do not cover misuse, abuse, or commercial use. In most cases, items will be repaired rather than replaced.

FURNITURE

• Visual Damage: For visible issues, please provide clear photos of the damage, the serial number, and/or product number. Photos can be sent via text, email, or brought in person. This helps expedite your claim and avoids unnecessary trips. For items delivered within the past year, we offer free in-home inspections by our experienced technician, provided photos have been submitted.

• Non-Visual Damage: For internal damage, we may attempt troubleshooting or send our service inspector (for items delivered within the past year). If necessary, we’ll order replacement parts, which can take time. We may request you keep the item in your home while awaiting parts. Please note, we cannot be responsible for items left in our store without an immediate repair schedule.

MATTRESSES

Mattresses that are stained, soiled, or damaged will void the manufacturer’s warranty. Closeouts, clearance, floor models, and as-is merchandise are excluded from warranty coverage. Refer to your warranty card or consult with your sales associate for specific details. To initiate a warranty claim, a list of required photos will be provided. These photos must be submitted to the manufacturer for assessment. If you are unable to take these photos, a service fee may apply for our technician to assist, depending on the delivery date. Warranty decisions are made by the manufacturer, not New Look Furniture. Additional delivery fees may apply for warranty exchanges.

GUARDSMAN PROTECTION PLAN

If you purchased a Guardsman Protection Plan, please contact them directly for service. This plan covers accidental damage throughout the 5-year protection period. For manufacturer issues, claims must be processed through our store within the first year. Guardsman may request us to order parts for your warranty, which may need to be picked up at our store. For more information, visit the Guardsman website.

TEMPURPEDIC SERVICE

Tempurpedic manages the service of their mattresses and bases directly. Their trained technicians handle all Tempurpedic-related issues. Contact Tempurpedic at 1-800-821-6621 or through their website: Tempurpedic Warranty Page.

We appreciate your cooperation in following this process, and we’re committed to assisting you in every way possible.