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Customer Services

In the unlikely event that you do experience a problem after taking delivery, in the first instance please refer to your furniture care leaflets and or your extended warranty policy documents. If you still have concerns or these documents do not help you resolve the problem please contact our customer service department on 01384 77444. Our Customer Service Department works Monday to Friday 10am to 4pm in harmony with our suppliers. Please note the Customer Service Department is closed for weekends & Bank Holidays. Should you need to contact us at the weekend or on a Bank Holiday please contact our Sales Office on 01384 77444. One of our Sales Office Assistants will gladly record any details you may wish to leave and pass them onto the Customer Service Department when it next re-opens. Alternatively please send an email to customer.services@williamandsons.co.uk

Furniture Care Instructions

We always provide furniture care instructions in addition to any manufacturer provided care instructions when your furniture is delivered or collected. These should be able to assist you should you have any queries after delivery. If you still need further information please contact the sales consultant who originally sold you the furniture or contact our Customer Services Department on 01384 77444. In the unlikely event that you do experience a problem after taking delivery, in the first instance please refer to your furniture care leaflets and or your Guardsman Furniture Protection Plan policy documents. If you still have concerns or these documents do not help you resolve the problem please contact our customer service department on 01384 77444. Alternatively, please send an email to customer.services@williamandsons.co.uk

Guarantee & Guardsman Furniture Platinum Protection Plans
 
Everything we sell comes with a standard 12 month manufacturer's guarantee. However carfeul you are with your furniture accidents can still happen. For that extra piece of mind Williams & Sons can also offer Guardsman Furniture Protection Plans at the point of order. Please ask a sales consultant for further information. Click HERE for details of the Guardsman 5 Year Fabric Platimum Protection Plan. Click HERE for details of the Guardsman 5 Year Leather Platinum Protection Plan and HERE for Platinum Protection Plans terms and conditions.

Guardsman has been providing excellence in furniture care since 1915, offering services and products dedicated to the protection, care and repair of wood, fabric and leather furnishings. Guardsman has a UK based call centre, a proven system and an experienced team whom you can rely on, guaranteeing you complete peace of mind.


Home Delivery Service – Frequently Asked Questions

With limited storage facilities, we endeavour to deliver your order as swiftly as possible, usually no later than 7-14 days after it becomes available. We would appreciate you accepting delivery on the same basis. We deliver Monday to Friday with set days for all areas. Our Distribution Team can contact you on the delivery day to advise of the likely delivery time as they approach your area.

What happens on the day of delivery?

You will be contacted in advance to arrange a convenient date. Assuming your goods aren’t self assembly, we will position the furniture as directed and remove all packaging materials – unless you wish to keep them. Please make sure all access points are clear of obstacles. You should also ensure there is a responsible adult in your property to receive, sign & check the furniture. Please note that our delivery staff have been instructed not to leave items unexamined.

What happens if I am out when you deliver?

As all deliveries need to be checked & signed for, we will be unable to leave your furniture and it will be returned to the warehouse. The Transport Office will contact you again to arrange a further delivery date & take payment for another delivery.

Can I nominate a day or time for delivery?

With limited storage facilities, we endeavour to deliver your order as swiftly as possible, usually no later than 7-14 days after it becomes available. We would appreciate you accepting delivery on the same basis. We deliver Monday to Friday with set days for all areas. Our Distribution Team can contact you on the delivery day to advise of the likely delivery time as they approach your area.

Can I change my arranged delivery date?

Yes, if we have an alternative slot available and you give us at least 48 hours notice. If you cannot give the 48 hours notice then a re-scheduling fee will be due as all our loads are prepared in advance.

Can you store my furniture?

Sorry, generally no. By delivering goods promptly, as soon as we receive them, we can give you the best value for money. However, under certain circumstances, space permitting, we can sometimes store furniture. All goods would need to be paid for in full and a weekly storage fee would apply after the first four weeks.

What if my furniture does not fit?

When ordering furniture it is important to check that it will fit into your house and your room. Please check all doors, stairways and the space it has to go into carefully. If the worst happens and it really won’t fit in, we will do our utmost to help you come up with an alternative. Please be aware that a 25% re-stocking fee will apply.

Can I collect from you?

Yes, the Transport Office will contact you when the goods are in stock and advise collection times. Please make us aware that you wish to collect the furniture when you place orders. Please note personal cheques are not permitted as a means of payment on collection.

Do you deliver overseas?

Sorry, No. However, if you wish you can nominate your own shipper. We can deliver to a local address, or they can collect from us.

How do I pay for my Goods?

All goods must be paid for in full on or before delivery / collection. All balances can be settled by cash, building society cheque or banker's draft. If settling a final balance by personal cheque please note the cheque will need to be cleared before delivery or collection. We can accept BACS & CHAPS payments directly into our nominated account. Please contact our Sales Office for our bank details if you would like to pay by this method. Again the funds would need to be cleared before delivery or collection. We also accept the following credit and debit cards.



Finance Facilities

In partnership with Barclays Partner Finance we can also offer flexible personal finance options from our portfolio of Interest Free Credit, Deferred Interest Free Credit & Buy Now Pay Later personal loan packages. Credit is subject to status. Terms & Conditions apply. For further information please contact a salesperson or our sales office.

Factors to be considered when having furniture delivered

Can the delivery van be parked safely so that it is not creating an obstruction?

Plan the route - are there any issues with the access route (steps/stairs, loose paving, gravel, narrow passage ways etc.)?

Can access be made available for using a trolley or truck to move the furniture all or part of the way?

Are there any issues with potential distractions or hazards (small children, dogs)?

If the delivery is arriving later in the day, is there adequate lighting?


If you require our delivery team to move or remove an item of furniture you will need to discuss this when arranging the delivery. You will need to advise of the weight and bulkiness of the item(s). Ensure that you won’t be putting our delivery team at risk.

If you’re ever unsure of any issues which could affect your delivery please contact the transport office. If necessary you could always take a photograph of the situation and send it back to the office for their consideration.

Further Delivery / Collection Information

On behalf of William & Sons – Thank You for your valued order, we hope that your purchase will give you lasting satisfaction, our service will please you and we look forward to being of service again in the future. To help us process and deliver your furniture order as efficiently as possible please take a little time to read through this information. You may need to contact us in the future regarding the supply and delivery of your order. If your goods are being made to special order we will endeavour to meet the lead-time quoted. However, sometimes due to circumstances beyond our control this may need to be extended. If a lead time does need to be extended we will advise you as soon as possible. If you need to check on the status of your order it would be helpful to have your sales order to hand when calling us.

When we receive your order into stock we will contact you to arrange a delivery or collection date. Our delivery teams work Monday to Friday every week. We pre-plan our delivery schedules into specific areas on specific days. Details of our delivery routes will have been indicated on your original sales order or further information can be obtained from our Transport Office. Unfortunately we cannot provide a specific delivery time using our own delivery vehicles. However, if you wish we can instruct our delivery team to either call you when they leave the delivery prior to yours or 30-60 minutes before they anticipate getting to you. Our delivery crews are equipped with satellite navigation & mobile phones to assist in locating your delivery address. Alternatively we have contacted a local furniture removal company (Castle Removals) who can collect your furniture from our warehouse & deliver to your chosen delivery address at a more precise time. Please contact Chris at Castle Removals on either 01384 822055 or 07971 828329 for a precise quote.

On the day of your arranged delivery please ensure that there is adequate access for our delivery vehicles and our two-man delivery crew to deliver your furniture. You should advise the sales person at the point of order, or the sales office assistant when arranging a delivery with any additional information which may assist our delivery crew. Our experienced, uniformed delivery crews are fully trained to ensure that all reasonable care is taken to ensure that the delivery is trouble free. It is your responsibility to ensure that there is adequate access to the room of your choice and that the furniture will fit into the room of your choice. If our delivery team cannot take the furniture to your chosen room because of access problems they are instructed to either leave the items in another room or garage for you to move at a later date. If you wish to return the furniture to our warehouse until you can provide adequate access then a re-delivery charge will apply. Under item 7 of our Conditions of Sale the company is not liable for any damage to property, all movements in the home are done at the customer’s own risk, unless any damage can be proven to be a result of negligence on our part. Customers with difficult bedroom access may have to pay a dry jointing charge & delivery or assembly charge where applicable. If not, goods will be left in the hall or a garage for the customer to deal with at his or her own risk. We would appreciate your co-operation in making the delivery as efficient as possible as our delivery team will have several deliveries to make on the day and can only spend a reasonable amount of time at your address.

If our delivery team feel that as a result of following your instructions on site to force furniture through a difficult doorway or other means of access will result in damage to either your furniture or property they have been instructed not to proceed. They have been informed to contact our sales office for further instructions. If you need to remove a door or window to ensure access you must ensure that this work has been carried out before our delivery team arrives, as they are likely to have several other deliveries to complete on that day. Please note that our delivery team are not equipped or insured to carry out such works.

For a nominal fee we can also carry out a local trial of access service whereby we’ll bring out the largest item of furniture you have ordered or intend to order for a trial run. This fee may then under certain circumstances be treated as a further deposit to your order. If you decide not to go ahead with your purchase after the trial of access then the fee will be retained to offset some of the costs incurred in carrying out this service.

All furniture will normally be carefully delivered to customers in our own specially designed vehicles by our own experienced delivery crews and placed in the room of your choice. Once the furniture has been placed in your room of choice all packaging will be removed from assembled furniture. All unwanted packaging materials are removed to enable you to enjoy your new furniture immediately. (* except bedroom & bedding). Please inspect the goods before accepting delivery and provide a signature to acknowledge receipt. Always ensure that a responsible adult can accept delivery of the goods if you are not available. We regret that we cannot leave furniture “unexamined”. Goods will be returned to our warehouse and a new delivery date arranged which will be chargeable.

The delivery service charge is used to offset ever increasing transport costs and we do not make any profit out of the service. Our current delivery service charges are £39 to all addresses within 25 miles radius of the store & £65 to all addresses greater than 25 miles but less than 40 miles radius from the store. If you live further a field that's still not a problem, we can deliver anywhere in England or Wales for a competitive rate. We can also arrange for any furniture purchased for export to be carefully export wrapped for a nominal charge if required, ask a salesperson for further information. We can then either deliver to your nominated shippers or they can arrange to collect from our warehouse. If you need to change a delivery date please be aware that you need to advise us at least 48 hours in advance to avoid a re-delivery charge. To enable us to continue to offer such a competitively priced delivery service we have to run the service very efficiently. Last minute cancellations or not being in to accept a delivery deny other customers taking a delivery slot, furthermore we aim to prepare loads 48 hours in advance to enable our vehicles to leave promptly each morning.

Customers are advised to have larger items delivered by our experienced two man delivery teams. However, If your purchase is for a small item or due to individual circumstances you have decided to collect your goods, please be aware that all items are collected entirely at the customers own risk. We regret that we cannot be held responsible for any damage caused after collection by either yourself or your appointed carriers. Our warehouse is available for collections Monday to Friday 10.00 am to 5.00 pm. We can under certain circumstances arrange for collections at weekends. Please make the necessary arrangements with your sales consultant. If collecting goods please ensure that you have the appropriate means of transportation and that two people arrive for the collection if the item or items is of a large or heavy nature. Some packaging materials would also be useful as we can not always guarantee to have some available. Please note: we do not accept personal cheques as a means of payment on collection in order to pay the outstanding balance. If you do wish to pay by this method of payment, please post or bring the cheque into the store and allow a further 5 working days for the cheque to clear before collecting the goods.

We always provide furniture care instructions in addition to any manufacturer provided care instructions when your furniture is delivered or collected. These should be able to assist you should you have any queries after delivery. If you still need further information please contact the sales consultant who originally sold you the furniture or contact our Customer Services Department on 01384 77444. In the unlikely event that you do experience a problem after taking delivery, in the first instance please refer to your furniture care leaflets and or your extended warranty policy documents. If you still have concerns or these documents do not help you resolve the problem please contact our customer service department on 01384 77444 and have your original sales order to hand. Please note that our Customer Service Department works Monday to Friday 10am to 4pm in harmony with our suppliers. Please note the Customer Service Department is closed for weekends & Bank Holidays. Should you need to contact us at the weekend or on a Bank Holiday please contact our Sales Office on 01384 77444. One of our Sales Office Assistants will gladly record any details you may wish to leave and pass them onto the Customer Service Department when it next re-opens. Alternatively please send an email to customer.services@williamandsons.co.uk Further information can be found on the reverse of your sales order.

As a responsible employer we take the general well being, health and safety of all our employees very seriously. We will not tolerate any form of abuse or threatening behaviour towards our employees either on the telephone, in correspondence or in person. Our employees have been instructed to terminate any such conversations as politely as possible should such a situation arise. Customers should also be aware that telephone conversations may be monitored for training & security purposes. We are here to help wherever we can no matter how frustrating the circumstances may appear.

Self-assembly Dining, Living, Bedroom & Bedding Furniture

We regret that we cannot accept return of any self-assembly furniture once it has been unwrapped, part or fully assembled unless the item is proven to be faulty. Likewise, we cannot accept return of any self assembly furniture if it is found that the problem resulted from the product being incorrectly assembled by you. Divans & mattresses are non-returnable once unwrapped, unless they are proven to be faulty. This is for reasons of health & hygiene. Please note that all our bedroom furniture is free standing and not fully fitted. Door and drawer alignment can be affected by irregularities in floor levels, e.g. carpet, carpet grippers, wooden floors, weight etc. For a reasonable charge we can offer an assembly & fitting service on our free standing bedroom furniture & beds. Please note some bedroom furniture is supplied as completely self-assembly. If you would prefer for someone to assemble your furniture for you please contact your sales consultant, our Sales or Customer Services Office for further details. Alternatively look in the Yellow Pages.

If you do opt to use a fitter William & Sons will still deliver your furniture to a room of choice (access permitting). You will be asked to sign for the furniture after checking the quantity of packages and for any signs of damage to the packages. We advise that you & the driver count all items & write the agreed number of packs on the delivery note. In the eventuality that items are short or damaged William & Sons will endeavour to supply the fitter the necessary parts as soon as reasonably possible in accordance with the supplier’s current lead-time. The fitter will then return to your delivery address and fit / replace the parts as required at no further cost. Please note this service is supplied completely independently of William & Sons and all arrangements are made between you and the fitter. Should you require any bespoke fitting on site the fitters will attempt to satisfy your requirements wherever possible. Please be aware that additional works will usually be chargeable – ask the fitters for details before allowing them to start work. Please ensure that access to the room where the installation is due to take place is cleared and that there are no obstructions within the room. All packaging materials will be removed by the fitters when the installation has been completed to your satisfaction.

A set of detailed care instructions will be issued on delivery. In the meantime for any further information please contact the sales consultant or sales office on 01384 77444 who will gladly help & advise.

Disposal of Previously Used or Owned Furniture

Due to health, safety and hygiene issues we cannot remove or dispose of previously owned or used furniture. However, your local council should be able to collect & dispose of any unwanted furniture. Depending on your local council there may or may not be a charge for this service. The local authority in our area is Dudley Metropolitan Borough Council and can be contacted on 01384 818181 or visit their website www.dudley.gov.uk and use the site search facility entering "special collections"

If you feel that your furniture is in reasonable condition you may wish to sell the furniture or alternatively you may wish to donate it to a charity. The following charitable organisations will gratefully accept any donations as long as the items are in a saleable and useable condition. Please note that any upholstered furniture should generally comply with current fire safety regulations.

Compton Hospice Furniture Shop (free collection service on all items in a saleable condition
Tel. no. 01902 423266

The Salvation Army
Tel. no. 01384 252985

Beacon Centre for the Blind
Tel. no. 0121 501 1888 or 01902 880111

British Heart Foundation Furniture & Electrical Store (free collection within 48 hours)
Tel. no. 01384 233733.

Terms & Conditions of Sale

1. POINT OF ORDER:

(a) It is the responsibility of the customer to check all order details are correct and duly sign acceptance of the details as agreed with the salesperson.
(b) It is important to appreciate and understand that your order is a firm and legally binding contract regardless of any deposit(s) paid. Cancellations cannot normally be accepted.
(c) Deposits are required on all orders unless agreed by the management.
(d) A minimum deposit of 25% is required on all orders.

2. BALANCES:

(a) Until such time as the seller has received payment in full of all sums owed to it, the legal and beneficial title to the goods shall remain with the seller.
(b) The total balance due must be paid either when the goods are ordered, collected or delivered.
(c) No goods can be left at a customer’s address unless they are paid for in full.
(d) Balances can be settled by cash, Building Society Cheque, Bank Draft, credit or debit card, BACS or CHAPS payment. The only exception to this rule is when goods have been ordered on finance.
(e) All goods stored at the customer’s request must be paid for in full & will incur a weekly storage fee after one month’s storage.
(f) Private or company cheques are not accepted as a means of payment on delivery or collection.
(g) Private or company cheques must be cleared prior to delivery or collection.
(h) All private & company cheques, Building Society Cheques & Banker’s Drafts should be made payable to WILLIAM & SONS
(i) Bank details for BACS or CHAPS payment can be obtained on application from our Accounts Office.

3. SPECIAL ORDERS:

(a) Customer special orders can only be altered or amended by agreement with the management and our supplier. Once agreed, the customer must confirm any alteration or amendment, in writing within seven days.
(b) It is the sole responsibility of the customer to check all dimensions, access and suitability of goods before ordering, as goods are made to the customer’s specification and cannot be cancelled or exchanged.
(c) Fabric & material samples are provided purely as a guide and may differ slightly from actual materials used on customers’ orders.
(d) Any fabric used for colour matching is the responsibility of the customer. We are unable to accept any liability for changes in manufacture or for failure to supply.
(e) Leather as a natural characteristic may stretch & crease with use

4. ESTIMATED DELIVERY TIMES:

Lead times for delivery of goods obtained to special order are quoted as accurately as possible at the time of order but cannot be guaranteed. Whilst every effort will be made by us to ensure the manufacturer complies with the delivery quoted, any delay that may result in a cancellation will be in accordance with our cancellation procedure.

5. DELAYS IN MANUFACTURE & DELIVERY:

(a) All delivery estimates are based on previous experience with our suppliers and information available to us at the time of order and does not take into account unforeseen circumstances such as fire, theft, natural disaster, strike, civil disorder,insolvency, raw material delay, discontinuation of products or materials etc. We shall not be liable for any undetermined costs or compensation caused by any such delay.
(b) Cancellations due to delays in manufacture and delivery can only be accepted if agreed by the management, the manufacturer & finance company (if applicable).

6. DELIVERY OF GOODS

(a) It is the customer’s responsibility to check that all goods are correct and in good condition on delivery and sign full acceptance.
(b) No goods can be left unexamined. No goods can be signed for unexamined. Any defects or shortages must be reported at the time of delivery and agreed with the delivery driver.
(c) Goods stored at customer’s request must be paid for in full. The Company reserves the right to charge the customer for storage after one month’s storage.

7. DELIVERY SERVICE:

(a) We operate a low cost delivery service to specific locations on specific days within a 40-mile radius from our premises. We can also deliver to other locations, details of which will be given at point of order. If a second delivery is required due to the customer not being available to receive the goods then the Company reserves the right to charge for the subsequent delivery.
(b) The precise time of delivery cannot be guaranteed.
(c) Assembly, movement and fitting of goods are not included within the delivery service. Should our employees comply with the request of a customer for assistance in the assembly, movement and fitting of goods, the customer will receive such assistance at his or her own risk, and under no circumstances shall we be liable for damage to property or expenses howsoever arising.
(d) We do however appreciate that circumstances may arise in which the customer will require special assistance with regard to the assembly, movement and fitting of goods. We operate a low cost special service on selected products, details of which are available at the point of order.
(e) It is the customer’s responsibility to ensure that all goods can be accommodated and that there is reasonable access for all goods to be delivered to the required location. Furthermore, it is the customer’s responsibility to ensure that all flooring, carpeted, wooden, tiled or otherwise, is adequately protected before delivery commences.
(f) For further information please refer to delivery & fitting instructions issued at the point of order or visit our website www.williamandsons.co.uk

8. CUSTOMER SERVICE DEPARTMENT:

Our Customer Service Department handles all customer service enquiries. All service requests should be reported directly to our Customer Service Manager. Any fault on delivery should be reported to our Customer Service Manager. On any fault reported after delivery, the company reserves the right to inspect and discuss with the manufacturer before any comment or agreement is made, this may involve the collection or return of any item(s) for inspection on our premises. The Customer Service Department is open Monday to Friday 10 a.m. to 4 p.m. excluding Bank Holidays. Outside of these hours details should be provided to our Sales Office which will pass onto our Customer Service Department when it re-opens. Alternatively send an email to customer.services@williamandsons.co.uk.

9. REPAIRS:

We operate a competitive repairs service, details of which are available on request. Before any repair work is undertaken the cost thereof will be ascertained and agreed with the customer.

10. CANCELLATIONS:

(a) Cancellation of goods in stock can only be made by agreement with the Company and will result in the forfeiture of the customer’s deposit. The Company also reserves the right to charge a re-stocking fee. (Minimum charge of 25 % of total order value).
(b) Cancellation of Special Orders not in stock can only be made by agreement with the Company, the manufacturer & the finance company (if applicable). All such orders will be subject to a cancellation fee to cover administration costs incurred.(Minimum charge of 25 % of total order value)
(c) Cancellation made without agreement with the Company will result in the forfeiture of the deposit as compensation for any losses incurred by the Company. The Company reserves the right to recover a minimum of 25 % of the total order value.
(d) Cancellation / return of delivered or collected goods will be subject to a final inspection on our premises before any refund is issued & will also be subject to re-stocking or usage fees dependant on the individual circumstances.

11. STATUTORY RIGHTS

The statutory rights of the customer are not affected by these Conditions of Sale.
 


William & Sons, Merry Hill’s largest furniture superstore, Level Street, Brierley Hill, Dudley, West Midlands. Stylish, quality home furniture, leather sofas, fabric sofas, chairs, swivel chairs, accent chairs, tub chairs, stools, reclining sofas, reclining chairs, corner groups, dining & living furniture including dining tables, dining chairs, sideboards, cabinets, display units, home entertainment units, multi media units, storage units, bookcases, coffee tables, lamp tables, console tables, sofa tables, nest of tables, home office furniture, bedroom furniture, wardrobes, sliding door robes, chests of drawers, bedside chests, dressing tables, dressing stools, dressing mirrors, beds, divan sets, storage divan sets in single, small double, double, king size, super king size & zip & link sizes, bed frames in single, small double, double, king size, super king size, ottoman storage bed frames, childrens’ beds, bunk beds, cabin beds, sleep stations, hi sleepers, sofa beds, mattresses in single, small double, double, king size, super king size, accessories, lamps, mirrors, pictures. Stockist of leading furniture brands Alstons, Andrena, Ashwood, Baker Furniture, Bardi, Buoyant, Carlton, Charltons, Classic Furniture, Concorde, Exclusive, Furmanac, Furnico, Furniture Origins, Global, G Plan, Harrisons’, HTL, Julian Bowen, Kingstown, KT Furniture, Lebus, Mark Webster, Mi-Bed, Mi-Chair, Mi-Furn, Myer’s, One Call, Polo Divani, Rauch, Relaxateeze, Rest Assured, ROM, Silentnight, Softnord, Steffen, TCS, Ultra, Wade, Welbeck House & Zone. We’ve built up a solid reputation for providing an exceptional service to our customers and are always available to discuss your individual requirements and answer any questions you might have.