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| About Our Delivery Service | ||
| Do you deliver in the rain or snow? Yes, we carry out our deliveries in all weather, unless road conditions make it too dangerous or impossible. We ask, in the event of snow, that you please clear your walkway of snow or ice for the safety of our drivers and to prevent damage to your merchandise. In the event your delivery is cancelled by weather conditions, you will be notified, and arrangements will be made for a new delivery date. |
Will you remove my old furniture? If not, can you provide any suggestions as to who might? Unfortunately, we cannot remove your old furnishings. There are numerous charitable organizations that might be willing to accept the donation of your old furniture; rather than steering you to any particular group, we would suggest that you contact a worthwhile organization in your local community. |
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| What service can I expect with my delivery? Our In-Home Delivery includes quality-control inspection, professional delivery and set-up (additional charge for bunkbeds may apply), and one year of in-home service (excluding cash-and-carry sales or floor samples) |
What if my furniture doesn’t fit my room? If the items you purchase do not fit in your home, you will be responsible for a re-stocking fee. We ask that you carefully measure your furniture, rooms and doorways before setting your delivery. |
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| What services are not included? Our drivers cannot hang or install pictures, mirrors or wall accessories, nor can they assemble or set-up electronic equipment. Drivers also cannot make home alterations, such as the removal of doors, doorframes, banisters, etc. in order to allow furniture to fit in your home. |
Will the drivers set up my furniture? Yes, our delivery fee includes set up; however, our drivers cannot move existing furniture and electronics for you. Please have your home prepared to receive your furniture on the day scheduled by clearing the room as well as a pathway to the room where your furniture will be placed. |
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| Can I request a specific delivery time? Unfortunately, we cannot promise an exact time of delivery. Your delivery time will be affected by uncontrollable factors, such as traffic conditions, weather situations, and how long it takes to deliver other customer merchandise on the truck. |
What are your delivery areas? Our normal delivery area encompasses most of the greater St. Louis metropolitan area. If you wish specific information regarding delivery to your address, please contact someone in our Sales Department for more information. |
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| Can I pay any balances owed to the drivers? For safety reasons, our drivers do not carry or receive money. Therefore, you must arrange final payment before delivery can be completed. |
Do I have to be home for my delivery? Yes, someone 18 years or older must be home on the day of delivery to allow our drivers access to your house and sign for receipt of goods. To avoid incurring a re-delivery charge, please schedule your delivery for a day when you can be at home. Deliveries generally begin at 8:00 am and continue until all deliveries are completed. |
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| About Our Pick-Up Service | ||
| Can I change my mind about having my merchandise delivered? Yes. As noted above, Rothman does not provide transportation or in-home service for defective items that are picked-up. If you wish to purchase this additional service, please arrange to have your merchandise delivered. |
Will my furniture require home assembly? Some items require varying degrees of home assembly. To avoid this, you might consider purchasing our delivery service, which includes home assembly, (except for bunkbeds, which might require an additional fee for assembly). |
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| What if I find my merchandise is damaged? Should you discover a manufacturer’s defect, the item must be returned within seven days with its original carton for replacement. After seven days, it will then be covered under the factory warranty and can only be corrected. (Reminder: an In-Home Service Warranty can be purchased after you receive your merchandise; ask your salesperson for details.) |
What if I want to pick up at my nearest Rothman store, rather than at the Central Warehouse? Merchandise can be transferred for pick-up at the store nearest to your home at no cost to you, however, please be aware that arrival dates are ESTIMATES only. Please call in advance to be certain your items have arrived before traveling to the store. |
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| Will you help me load my pick-up items? Our staff will be happy to help you load and tie down your merchandise, but please keep in mind that Rothman cannot be responsible for damage to your vehicle while loading. |
Can I somehow get In-Home Service even if I picked-up my merchandise? Yes. After the items are in your home, you can purchase an In-Home Warranty that will be in effect until one year after your original pick-up date. Please ask your salesperson for details. |
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| Who is responsible for damage during transport? Rothman cannot be responsible for missing or damaged merchandise once your vehicle leaves our loading dock area. |
Will my furniture be in cartons? Most items are in a factory carton for safe transportation, and should not be un-cartoned at the time of pick-up. |
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| Can I expect in-home service? Our In-Home Service Warranty does NOT apply to merchandise that is picked-up; however, an In-Home Service Warranty can be purchased at a later date, (ask your salesperson for details). |
Do I need to make an appointment? No, we are happy to accommodate same day pick-ups. However, to cut down on your waiting time, we suggest that you schedule your pick-up at least 24 hours in advance. |
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| About Returns and Exchanges | ||
| Can I return my merchandise? Yes, merchandise purchased at Rothman Furniture can be returned within seven days. Items may returned for exchange, store credit or refund and may be subject to a restocking and/or delivery fee. |
What if my furniture doesn't fit, or I am unhappy with how looks in my home? Please be sure to measure carefully and check your color choice, etc. All returned items are subject to a 7% restocking fee (and re-delivery fees if applicable). |
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| Is there a fee for returning merchandise? Yes, we must charge a 7% restocking fee on all stock items, excluding lamps and accessories. |
How soon can I get my refund? Credit card refunds will be issued upon return of the merchandise. Other refunds can take up to 10 business days to process. |
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| Are there items I can’t return? Merchandise that is not returnable includes Bedding, Custom Orders and As-Is Floor Samples. |
If I purchased in cash, will my refund be in cash? Because our stores carry limited amounts of cash, all refunds are issued in the form of a check mailed from our Central Office. |
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| About Financing or Payments | ||
| Does Rothman provide my financing? No, any financing you arrange through us is not directly with Rothman Furniture. We deal with multiple finance companies when arranging any financing program you apply for. |
What if I never received a billing statement? Please contact your salesperson to verify that your mailing address was correctly entered. |
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| What if I have a question about my payments? Please contact the Customer Service number you’ll find on the billing statement you receive from the finance company. All payments must be made to the finance company, not Rothman. |
Should I call you about my credit account? No. To protect your privacy, once your credit has been arranged, all credit and payment information is confidential. Rothman Furniture has no access to your personal credit account. All queries should be directed to the individual finance company carrying your account. |
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| About Customer Service | ||
| What about fabrics? Fabrics are not warranted by the mill; therefore wearing quality and color fastness is not warranted by the manufacturer or Rothman Furniture. |
When should I contact Customer Service? Only when you have a problem with merchandise that is already in your home. Before then, please direct any questions to your salesperson. |
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| How do I qualify for In-Home Service? Customers purchasing our Delivery and In-Home Service Package will receive in-home service by a Qualified Service Technician or receive free transportation for the defective item from the original delivery address for one year. |
How can I contact Customer Service? Our Customer Service Department is open Monday through Friday from 9:00 am to 5:00 pm. The phone numbers are (636) 696-4222 or (800) 788-6776. You may also contact us via e-mail at our Customer Service Contact Page. |
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| What can I expect if I need a service call? If you purchased our In-home Service Warranty, our Service Department will arrange for a service technician to visit your home to assess the situation. Whenever possible, they will make the repair during the initial visit. In some cases, it may be necessary to order parts and finish the repair on a subsequent visit. |
What if my problem involves a stain, and I purchased the MasterGuard fabric, wood or leather treatment warranty? The MasterGuard warranty is not administered by Rothman Furniture. Please contact MasterGuard directly at 1-800-922-4273. We recommend you have your warranty information handy when you call. |
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| What is not covered by your warranty? Our limited warranty does not cover normal wear and tear, defects, or damage caused by misuse, abuse or accident by the consumer. |
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| About Online & Telephone Price Information | ||
| Is pricing information available online or by phone? We currently do not provide pricing information on our website or on the phone. We are constantly fine-tuning our lineup in order to best suit the needs of our customers, and with our 120% Price Guarantee, you can buy with the confidence that you’re getting a great price. |
We feel that no photograph can truly convey the quality and nature of our merchandise. Fabrics must be touched to appreciate the softness, chairs much be sat in to experience the comfort, bedrooms must be viewed in person to appreciate the beauty of the natural wood grain. | |
| There’s always something new at our showrooms. While we make every effort to keep our website up-to-date, all current items may not be reflected online. Also, there are sometimes price changes due to manufacturer price adjustments. | Our knowledgeable staff looks forward to helping you find the home furnishings, promotion package and finance option that best suits your style and budget. We invite you to visit one of our seven convenient showrooms and see for yourself. | |
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| Contacting Our Delivery Department | ||
| Contacting Our Delivery Department Monday thru Saturday 10 - 7pm. (636) 696-4216. Pick-Up Information |
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| Contacting Customer Service | ||
| Contacting Customer Service Monday thru Friday 9 - 5pm. (636) 696-4222 (800) 788-6776. |
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