Frequently Asked Questions:

General Questions:

I have a question... who do I ask?

• info@bannermattress.com
• 419-865-6164
• 1-800-281-7982

I want some answers!

In most cases, your salesperson the best person to speak to regarding any question or concern that you have. Your salesperson is responsible to see that you are satisfied and will endeavor to assist you in answering any questions you have.

How long after a purchase until the furniture arrives for pick-up or delivery?

We operate a large warehouse, and in most cases the furniture can be picked up on the day of purchase, or delivered as soon as the following day. A few items that are not kept in stock at the warehouse and custom ordered items average 4-8 weeks for delivery, and on rare occasions can take longer than 8 weeks.

Do I need to visit all of your stores to see all the items you sell?

No. Our Superstore locations display a nearly identical selection of furniture and accessories. Our newest store at 5200 Monroe St. specializes in sleep solutions, and displays over 50 different mattress models, which is slightly more than can be seen at our Superstores, but due to space limitations, the Monroe St. sleep specialty store cannot display other furniture selections.

Delivery Related Questions:

Who does the deliveries?

Banner Mattress & Furniture Co. owns and operates its own fleet of delivery vehicles.

When do you deliver?

We deliver merchandise to the Toledo Metro area Tuesday-Saturday. Delivery times start at 8:30am and are scheduled until the day's deliveries are complete, sometimes as late as 6:00pm. We deliver to areas outside of the Toledo Metro area less frequently, but we cover a 60 mile radius from the Banner Mattress warehouse once per week.

Why is the delivery time given as a 3 hour time-window, can't you be more precise?

Each day we inspect and load entire truckloads of furniture and then travel to various locations to deliver all those items. Some deliveries involve more work and time than others. We never know what to expect on a delivery so we must plan for each delivery to have a variable time to complete. Without knowing precisely how long it will take to complete each single delivery, we must give delivery times as a 3 hour time-window to avoid giving you a delivery time that we cannot meet. A common solution for getting a more predictable delivery time, is to have the drivers call you 15 or 30 minutes before your delivery. Your salesperson can add an instruction for the drivers to call you in advance.

How do you train your delivery persons?

Our delivery personnel undergo an apprentice-journeyman style of training. Most of our delivery staff have been proudly serving N.W. Ohio and S.E. Michigan for over a decade.

What will the delivery persons do for me?

We will safely carry your furniture into your residence or business. In some cases, old furniture may be removed from the room provided that it is safe and reasonable to do so. Old mattresses and boxsprings will be hauled away at your request if they are clean and dry.

The delivery persons said it wouldn't fit... now what?

Our delivery teams are responsible for repacking the items they do not deliver, which is a lot of work! They would much rather deliver the item to you than bring it back to re-pack, so they will try very hard to make sure your merchandise is delivered successfully. Most commonly, large sectional seating and queen-size boxprings may not fit through some doors, hallways and stairs. Common solutions are to order split-queen boxsprings, or select a sectional or sofa group that can be maneuvered through your residence or business. Your salesperson can help you resolve these issues.

 

Warranty Related Questions:

Can I have my mattress replaced more than once under the warranty terms?

No, once the mattress has been replaced the warranty is considered complete and the warranty is no longer valid.

Will my warranty be valid if I get my mattress or foundation wet or stained?

No, for health and safety reasons, Banner will generally void the warranty on any foundation or mattress that has a stain.

How does Banner Mattress determine whether they will repair or replace my mattress?

Once the mattress and/or foundation are returned to our factory, one of our quality control experts examines the mattress and/or foundation to determine which components are defective. If the mattress and/or foundation can not be repaired to original 'like new' specifications, Banner Mattress will generally replace the defective mattress and/or foundation with the same or comparable mattress and/or foundation.

If my mattress and/or foundation are to be repaired at the factory, what is the turn-around time?

Generally, it takes about three days. Day one, the mattress is dropped off at the factory, Day two, the mattress is repaired, Day three the mattress is ready for pick-up. If you are having your mattress picked up by our delivery department, this time may vary based upon your delivery zone. Some areas we only deliver once a week.

What is the cost for having Banner pick-up and redeliver my mattress and/or foundation for repair?

The charge for pick-up and return is twice our normal delivery charge. One charge for pick-up and one charge for delivery

If it has been determined that my mattress or foundation is defective and will be replaced, will the entire mattress set be replaced?

No, only the defective piece will be replaced. If your mattress is defective but you foundation is still in good condition, Banner Mattress will only replace the mattress.

If I give or sell my Banner Mattress to someone else, are they still covered by the Banner Mattress warranty?

No, the warranty only applies to the original purchaser of the mattress and/or foundation.

If my mattress and/or foundation are no longer current, how does Banner Mattress handle my claim?

For repair, we will either use equal or higher quality components. For replacement, we will offer the comparable or higher quality mattress and/or foundation

If I have an issue with my mattress and/or foundation what should I do?

If you have an issue with your mattress set, please call our service department. They will set up a house call with one of our service technicians to inspect the mattress. The service technician will make his report the following day, at which time they will review your claim with one of our expert mattress quality control personnel. We will contact you by phone, mail or e-mail to let you know how we will be proceeding with your claim.

I have an issue with my mattress set, but I cannot find my warranty card or my original invoice, can I still file a claim?

If it is possible we will try to find your information within our computer system, to verify your proof of purchase. If we are successful, we will move forward with your claim. Your current information must match what we have in our system. (ex. Phone, Address, Name, etc.) If we are unsuccessful or your information does not match what we currently have in our system, we will not be able to service your mattress set without a copy of your warranty card and/or sales invoice.

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