We know waiting for a replacement part isn’t ideal, and we understand you’ll want to know when you can expect things to be resolved.
When your part has been ordered, we’ll keep a close eye on its progress and make sure you’re kept updated along the way.
Where can I find my latest update?
When you contacted our team, a Zendesk ticket was created for your request. This will be within your emails the one you set up when you made your order.
Your ticket contains the most up-to-date information available, including:
- The expected timescale for your replacement part.
- Any updates provided by our suppliers.
- Any actions already completed.
We recommend referring back to your ticket for the latest information while your part is on order.
What happens while I’m waiting?
Once your replacement part has been ordered, we’ll continue to monitor its progress closely.
We’ll keep you updated if there are any changes to the expected timescales and will be in touch as soon as your parts arrive with us and have been dispatched.
When will my technician visit be arranged?
As soon as your part has arrived and has been dispatched, we’ll contact you to arrange a convenient appointment for one of our expert technicians to visit your home and complete the repair.
Our technicians are there to make sure your sofa is looking and performing exactly as it should, helping you get back to enjoying it as soon as possible.
Need to check your update?
If you have a question about your replacement part, please refer to the Zendesk ticket created when you first contacted us. This will contain the latest available information and timescales for your request.
We’ll continue to monitor your part order and will be in touch as soon as there is an update to share.