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Customer Service FAQ
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We guarantee your total satisfaction with your purchase.
Making You Happy!
Everything we do at Grand is done with one thing in mind – making you happy. We want you to be happy before, during and long after the sale. Customer service isn’t just a department, it’s a way of life for us. Any time you have a question please feel free to call or email us.
Customer Service: (866) 472-6343
Contact Your Local Store
Customer Service Hours:
Monday through Friday 8am to 5pm
Saturday 8:30am to 4pm
Sunday Closed
Other Helpful Phone Numbers:
Platinum Protection Plan: (800) 732-5856 (purchases after May 11, 2017)
Guardsman: (800) 253-3957 (purchases before May 11, 2017)
Synchrony: (800) 333-1071 (purchases after Jan. 6, 2020)
Wells Fargo: (800) 869-3557 (purchases before Jan. 6, 2020)
Frequently Asked Questions
What is your policy on clearance and defective merchandise?
Clearance merchandise makes bargain hunters happy, because it’s sold at a fraction of its original sale price. Why? It might be a discontinued style or maybe it was damaged in some way, even if you couldn’t see it. Because of the bargain basement prices, this merchandise is sold “as-is.” Which means it’s not subject to our 30-Day Satisfaction Guarantee or 1-Year Furniture Guarantee.
For everything else, we will happily repair or replace damaged or defective merchandise as quickly as possible. Our service technicians can fix most problems that our customers have, often right in your home. Our goal is your complete satisfaction – because a satisfied customer is a happy customer.
For your security we do not have access to your Wells Fargo account and therefore you will have to contact Wells Fargo directly regarding any issues or questions about your credit card.
Where is my special order?
Special orders are just that… special. And, because your furnishings are being made to your own style and unique specifications, delays may occur. So, the estimated delivery date isn’t guaranteed. We will do our best to keep on top of your furniture’s progress and keep you posted on your order status, should anything change. If you have any questions regarding the delivery status you can contact your store or the customer service department. If your furniture has already arrived at our warehouse, they will schedule your delivery.
What are your store hours?
Most of the Grand Home Furnishings stores are open every day except Wednesday. Lexington is also closed Sunday. You can find out individual store hours on the location page.
Who do I contact about my mattress warranty?
The warranties vary depending on the bedding manufacturer. For Tempur-Pedic warranty issues, simply call them directly at 1-800-821-6621. For all other mattress brands, just contact our customer service department at 1-866-472-6343 and we’ll be happy to help.
I am having an issue with my recently purchased furniture. Do you do repairs?
We strive to make our customers happy before, during and, especially after the sale. Sometimes even the best quality furniture can break or malfunction. Grand Home Furnishings offers a 1-Year Furniture Guarantee. If in one year you find an issue or defect with your furniture contact our customer service department and we will send out a qualified Grand service technician to your home to check out the problem. Often, they can fix it right there in your home.
I purchased a Furniture/Mattress Protection Plan and have damage on my furniture. What do I do?
If you made your purchase before May 11, 2017 then you have the Guardsman Protection Plan. Simply call Guardsman at 1-800-253-3957 within 5 business days of the date the stain or damage occurred. (Some plans have 30 days, please check your plan) Or, if you prefer, fill out an online service request at www.guardsman.com.
If you made your purchase after May 11, 2017 then you have the Platinum Protection Plan. Simply call 1-800-732-5856 when you notice your damage or stain. Your plan was registered at the time of purchase so all you have to provide is your name, phone or contact number and the agent can locate your records and take steps to resolve your claim promptly.
If you made your purchase after May 11, 2017 then you have the Platinum Protection Plan. Simply call 1-800-732-5856 when you notice your damage or stain. Your plan was registered at the time of purchase so all you have to provide is your name, phone or contact number and the agent can locate your records and take steps to resolve your claim promptly.
No matter which plan you purchased please call them first before attempting to clean/repair it yourself.
How can I change my mailing address or email information?
If you have had a name or address change, please contact our customer service department and they’ll take care of it for you. They can also add or remove you from our mailing list, if you like. Please note it may take several weeks for the mail change to go into effect.
If you would like to make changes to your email preferences, you can easily make the change online. Open your last email from Grand Home Furnishings, scroll to the bottom and click unsubscribe or contact customer service.
Are you the same Grand Furniture as the one in the Tidewater VA area?
No, that is not us. Grand Home Furnishings is located throughout western Virginia, eastern Tennessee and in south eastern West Virginia. We are not affiliated with the Grand Furniture located in the Tidewater Area of Virginia.
