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Damaged Product


My furniture arrived damaged. What should I do next?
How do I replace a broken glass component?

Dealer Information


Where can I find the Broyhill dealer closest to me?
Why should I purchase from a local retailer rather than a dealer outside my area?
How do I become a Broyhill dealer?
Can you tell me what furniture is on my local dealer's showroom floor?

Delivery


When will my furniture be delivered?
My furniture was not delivered in its original carton, or the box was opened when my furniture arrived. Why?

Discontinued Product


May I special order a model or style of furniture that has been discontinued?

Fabric Upholstery


How do I care for my upholstered furniture?
How do I care for Upholstered furniture with a W code?
How do care for Upholstered furniture with an S code?
How do care for Upholstered furniture with an SW code?
How do care for Upholstered furniture with an X code?
Can I order additional pillows for my sofa?
Does Broyhill sell slipcovers?
How can I see or order fabric samples?
Is the furniture shown available in other fabrics?
I found a fabric I like, but the salesperson said it couldn't be used on the sofa I picked. Why?
Can I get arm caps for my furniture?
What type of springs are used in your upholstered furniture?
How can I tell if a design is available as a loveseat or sectional?
Can I order a different finish on the exposed wood legs or arms?
Can I supply my own fabric when ordering?
Where is the model number shown on upholstered furniture?
Do you offer re-upholstery service or recommendations of reputable upholsterers?
Little balls are appearing on my fabric - is this a defect?
What is Broyhill Furniture's position on "after sale fabric treatments"?
How are Broyhill fabrics rated for durability?
The cushions for my furniture have flattened. What should I do?

General


Who should I contact with concerns or questions about my furniture?
If my furniture needs service, and I move or don’t have access to my dealer, who should I contact?
Where can I find financial or other information about Broyhill Furniture Industries?
Can I manage my Broyhill Credit Card account online?
How do I identify Broyhill wood furniture?
How do I identify Broyhill upholstered furniture?

Leather Upholstery


How do I care for my leather furniture?
What types of leather does Broyhill offer?
How do I care for Protected leather?
How do I care for Aniline leather?
What is top grain leather?
What is split leather?
What is full aniline dyed leather?
What is semi-aniline dyed leather?
What is protected leather?
How do I determine which type of leather is best for me?
What is Broyhill Furniture's position on "after sale fabric treatments"?

Office Furniture


I have seen office chairs with the Broyhill name. Do you manufacture these chairs?

Parts


What parts are available for Broyhill wood furniture?
What parts are available for Broyhill upholstered furniture?

Privacy/Contact Information


If I give Broyhill my contact information by completing forms on the web site, how do I know that you will not sell my contact information to other companies?

Product Defects/Warranty Claims


There is problem with my new furniture. What should I do?
My local retailer has not resolved my concern. What should I do next?
My furniture needs warranty repair, but the dealer says I am responsible for the labor charges. Why?

Product Information


Can I get catalogs of Broyhill furniture?

Product Pricing


There are prices shown on your web site that are different than my local dealer's prices. Why?

Warranty


My furniture was replaced under warranty; does the warranty start over with delivery of the replacement?
I purchased an item "as is" from an authorized dealer. Is it covered by the product warranty?
What is required to order parts or receive warranty purchase.

Wood Furniture


How do I care for my wood furniture?
What are the measurements for difference size mattresses?
What does "veneer" mean?
Why won't a dealer sell me just the table or chairs in a discontinued dining room set?
How do I remove the drawers from my dresser or chest?
The doors on my furniture don't line up. What can I do?
How can I prevent my wood furniture from drying or being damaged by the sun?
What cleaning product can I use to remove packing tape residue from the glass parts of my furniture?
How do I correct small scratches, dents, chips or splits?
Can I put hot dishes or wet glasses directly on my wood furniture? Will wetness affect the finish?
Can I use vinyl placemats or table coverings on my wood furniture?
What should I do if my furniture is damaged by alcohol, nail polish, cigarette burns or watermarks?
What can be done for cracking or "checking" wood finishes?
How do I know if the wood on a piece of furniture is solid or veneer?
What if I want to polish or wax my furniture?
Will skin oils affect the finish of my wood furniture?

Damaged Product

My furniture arrived damaged. What should I do next?
If you purchased your furniture through an authorized Broyhill dealer, please contact that dealer immediately for assistance and instructions.

How do I replace a broken glass component?
Contact your Broyhill dealer who will determine if the glass part is available. If not, a local glass supplier should be able to fabricate a replacement.


Dealer Information

Where can I find the Broyhill dealer closest to me?
Please use our dealer locator to find the dealers in your area.

Why should I purchase from a local retailer rather than a dealer outside my area?
Your local Broyhill dealer handles the complete ordering experience including advising you on selection, inspecting your order on shipment and following up with any service needed after the sale.

How do I become a Broyhill dealer?
The area Broyhill sales representative can advise you on the steps to become an authorized dealer. Contact us with your location and contact information for more information.

Can you tell me what furniture is on my local dealer's showroom floor?
No. Dealers order stock for their floor and special orders based on catalog photos or Broyhill national ads. Check with local dealers to see if they have the item you are looking for in the showroom.


Delivery

When will my furniture be delivered?
Delivery times vary, depending on whether wood furniture is in stock and whether the fabrics are available for upholstered furniture. A usual rule of thumb is four to six weeks. Your dealer should be able to check availability when you are ready to order.

My furniture was not delivered in its original carton, or the box was opened when my furniture arrived. Why?
Some items are shipped from the factory unassembled. The dealer will then assemble and inspect the furniture before delivery. Some items may also require prepping in addition to inspection.


Discontinued Product

May I special order a model or style of furniture that has been discontinued?
Once a style has been discontinued, we can no longer manufacture the item. If the style was recently discontinued, it's possible the item may still be in a local dealer's inventory. Use the dealer locator to check local dealers' stock.


Fabric Upholstery

How do I care for my upholstered furniture?
Basic care includes regularly vacuuming the furniture and flipping and alternating the cushion for even wear. Loose back or semi-attached back cushions should be plumped or fluffed to keep fibers from compressing. Do not remove cushion covers for separate cleaning or washing, even though they do have zippers. Do not use bleach or any tumble method cleaning service as this may destroy the backing of the fabric or shrink or other wise damage the upholstery fabric. Each piece of upholstered furniture has a code letter on the deck label underneath the cushion; see the FAQ topic for that letter code.

How do I care for Upholstered furniture with a W code?
W - Spot clean only with water based shampoo or foam upholstery cleaner. Pretest a small, inconspicuous area before proceeding. Do not over wet. Do not use solvents to spot clean. Pile fabrics may require brushing with a non-metallic, stiff bristle brush to restore appearance. Hot water extraction or steam cleaning is not a recommended cleaning method. Cushion covers should not be removed and laundered. To prevent overall soiling, frequent vacuuming or light brushing with a non-metallic, stiff bristle brush to remove dust and grime is recommended. When cleaning a spill, blot immediately to remove spilled material. Clean spots or stains from the outside to the middle of the affected area to prevent circling. Use a professional furniture cleaning service when an overall soiled condition has been reached.

How do care for Upholstered furniture with an S code?
S - Spot clean only with a water-free dry cleaning solvent. Pretest a small, inconspicuous area before proceeding. Do not saturate. DO NOT USE WATER. Pile fabrics may require brushing with a non-metallic, stiff bristle brush to restore appearance. Cushion covers should not be removed and dry cleaned. To prevent overall soiling, frequent vacuuming or light brushing with a non-metallic, stiff bristle brush to remove dust and grime is recommended. When cleaning a spill, blot immediately to remove spilled material. Clean spots or stains from the outside to the middle of the affected area to prevent circling. Overall cleaning by a professional furniture cleaning service only is recommended.

How do care for Upholstered furniture with an SW code?
SW - Spot clean with upholstery shampoo, foam from a mild detergent, or mild dry cleaning solvent. Pretest a small, inconspicuous area before proceeding. Do not saturate. Pile fabrics may require brushing with a non-metallic, stiff bristle brush to restore appearance. Hot water extraction or steam cleaning is not a recommended cleaning method. Cushion casings should not be removed and laundered or dry cleaned. To prevent overall soiling, frequent vacuuming or light brushing with a non-metallic, stiff bristle brush to remove dust and grime is recommended. When cleaning a spill, blot immediately to remove spilled material. Clean spots or stains from the outside to the middle of the affected area to prevent circling. Use a professional furniture cleaning service when an overall soiled condition has been reached.

How do care for Upholstered furniture with an X code?
X - Clean only by vacuuming or light brushing with a non-metallic, stiff bristle brush. DO NOT USE ANY WATER OR SOLVENT BASED CLEANER.

Can I order additional pillows for my sofa?
Yes. Your dealer can order extra throw pillows in any of many different fabrics.

Does Broyhill sell slipcovers?
Broyhill does not offer slipcovers for our upholstery products. Ready made slipcovers are available in home décor stores or through a local upholstery shop.

How can I see or order fabric samples?
Your Broyhill dealer has large fabric samples, usually on the showroom floor. Small cuts can be requested, as available, through the Broyhill Consumer Center.

Is the furniture shown available in other fabrics?
Yes. Almost every item is available in a wide variety of fabric designs and colors. Some designs do not lend themselves to every application, however, and may be restricted to certain frame styles.

I found a fabric I like, but the salesperson said it couldn't be used on the sofa I picked. Why?
Some fabrics do not work well with the design or size of a chair or sofa. For examples, stripes or plaids may not line up correctly, or a large print may not fit properly on a chair. Production limitations prevent Broyhill from taking orders for these combinations - even with a surcharge.

Can I get arm caps for my furniture?
You can order non-fitted, hemmed edge, fabric covers for the arms of your furniture through your Broyhill dealer.

What type of springs are used in your upholstered furniture?
Most frame styles use a sinuous 'no-sag' spring in the seat and back frames. Some frames may use coil springs. The dealer's catalogs indicate which are used on each frame design.

How can I tell if a design is available as a loveseat or sectional?
The dealer's catalog will indicate what variations and sizes are available for each frame design.

Can I order a different finish on the exposed wood legs or arms?
Yes. In most cases, more than one wood finish is available and can coordinate with Broyhill wood collections. The dealer's catalogs will indicate which finishes are available on a frame design.

Can I supply my own fabric when ordering?
No. Broyhill is not able to manufacture furniture using a customer's fabric.

Where is the model number shown on upholstered furniture?
Usually a tag is stapled to the underside of the frame at the center of the front edge.

Do you offer re-upholstery service or recommendations of reputable upholsterers?
We do not offer re-upholstery service or recommendations on local upholsterers.

Little balls are appearing on my fabric - is this a defect?
Pilling is a characteristic of many upholstered fabrics that results in excess fiber coming off the surface of the material. This release of excess fiber results in small balls or “pills” of fiber forming on the surface of the cover. This condition is not warranted by fabric mills because it is not a defect, the fabric is not deteriorating. When the excess fiber is gone the pilling will stop. Periodic vacuuming of the upholstery is recommended and “shaving” the fabric with a furniture or sweater shaver will restore the look of the cover surface.

What is Broyhill Furniture's position on "after sale fabric treatments"?
Any application of chemical treatments void the Broyhill warranty. The fabric mills that supply Broyhill will not warrant covers that have been treated with any type of coating by other parties.

How are Broyhill fabrics rated for durability?
All Broyhill fabrics are tested and rated for wear ability. These tests meet the Upholstery Fabric Industry Performance Standards approved by the American Society of Testing and Materials. Fabrics are tested for tearing and breaking strength, yarn slippage and change in appearance. Each fabric is placed in one of the following categories: H - Heavy Duty - This is our most durable rating. These fabrics are ideal for family rooms and areas of normal everyday use. M - Medium Duty - This is also a very durable rating. These fabrics are suitable for normal use but not recommended for heavy constant use. L - Light Duty - These fabrics are recommended for areas of occasional use such as a living room. These fabrics are selected for their beauty and aren't as durable as heavy or medium duty fabrics. They should not be used on reclining furniture. D - Delicate Duty - These fabrics should be used for decorative purposes. They carry the minimum rating of acceptability for Broyhill Upholstery use.

The cushions for my furniture have flattened. What should I do?
Some cushions, especially on loose or semi-attached backs, are filled with Dacron Polyester fiber. These backs need to be 'fluffed' regularly to prevent the fibers from compressing. Foam seat cushions are wrapped with a Dacron Polyester blanket. As the cushion is used, the fibers will compress. Regularly turning seat cushions will even out any compression.


General

Who should I contact with concerns or questions about my furniture?
You should contact the dealer with whom the order was place and delivered first. If your dealer is unable to answer your questions, contact the Broyhill Consumer Center.

If my furniture needs service, and I move or don’t have access to my dealer, who should I contact?
Usually, there is a local authorized Broyhill dealer in your area who can provide parts and service, or the name of a local furniture technician who might be able to assist. This should be your first option. If you need additional information contact the Broyhill Consumer Center

Where can I find financial or other information about Broyhill Furniture Industries?
Broyhill is a major part of Furniture Brands International. Furniture Brands is an industry-leading, branded consumer products company marketing the best known brand names in furniture. The company is traded as FBN on the New York Stock Exchange.

Can I manage my Broyhill Credit Card account online?
Yes, and make payments online. Go to www.gemoney.com

How do I identify Broyhill wood furniture?
Wood furniture will have product numbers either stenciled on the furniture or shown on labels affixed to the furniture. The country of origin is also noted here. This information is usually on the back of the piece; for tables and chairs, it will be underneath. The item number will be in this format: XXXX-XX or XXXX-XXX, with the first four numbers being the group number and the two or three numbers after the hyphen being the item number.

How do I identify Broyhill upholstered furniture?
Usually, a label will be attached to the underside of the item; sometimes one can be found attached to the frame in the areas where arms and backs meet. The best resource is to keep the purchasing information relating to the sale as part of your important records.


Leather Upholstery

How do I care for my leather furniture?
Genuine leather is a natural product and requires the proper care and preventive maintenance you would afford fine woods and fabrics. Avoid placing leather furniture in direct or indirect sunlight or near heating vents. Broyhill recommends twice-yearly cleaning to remove soil, body oils and perspiration, with products designed specifically for cleaning and protecting leather. Please see the topics for specific types of leather.

What types of leather does Broyhill offer?
There are two categories of Broyhill Leather: Protected and Aniline. Protected leather has a finish applied to the top of the leather that covers the actual surface and makes it the most resistant to the effects of everyday use. Aniline leather is colored with transparent dye and has very little or no protective treatment. The label beneath the seat cushions identifies the type of leather on the furniture

How do I care for Protected leather?
Dust or vacuum with soft brush regularly. Clean soiled areas with a damp clean cloth. Never use aggressive substances such as stain removers, cleaning solvents, detergents, ammonia water or other chemical solutions. For heavier soiling or stains, use leather upholstery cleaner suitable for (P) Protected leather.

How do I care for Aniline leather?
Dust or vacuum with a soft brush regularly. For spots and spills, blot up excess liquid immediately with a clean white absorbent cloth and let air dry naturally. Never use aggressive substances such as stain removers, cleaning solvents, detergents, ammonia water or other chemical solutions. For heavier soiling or stains, use leather upholstery cleaner suitable for (A) Aniline leather.

What is top grain leather?
Top Grain leather is the top layer of the hide and is the best grade of leather. Top grain leather may be processed into full grain leather, which is not buffed or sanded and maintains all the natural markings that were on the hide, or into corrected grain leather which is buffed and sanded to correct surface markings. The surface of corrected grain leather is smoother and more uniform.

What is split leather?
Split leather comes from the lower layer of the hide. It can be processed into suede, split or coated leather. Coated split leather is stiffer and less durable than top grain and is can be used to cover the non-seating portions of the piece, such as the sides or back.

What is full aniline dyed leather?
Tanned leather is colored with a penetrating aniline dye that is absorbed by the pores and permeates the surface of the hide, giving it color without covering natural markings. Pure aniline dyed leather has a clear coating, but it does not have an applied pigmented surface coating or finish. This is the best quality and most expensive leather. It is used for hides with few natural markings and no need for correction. Only a small portion of hides are good enough for this treatment, explaining the higher cost of frames using this leather.

What is semi-aniline dyed leather?
Semi-aniline leather is a leather hide with only a small amount of pigmented surface coating.

What is protected leather?
Leather whose surface has been coated with finishes containing pigments or other opaque materials are called protected leathers. The process is much like painting, with the color staying on the surface of the hide.

How do I determine which type of leather is best for me?
Your Broyhill dealer can advise on which type of leather will work best for you. Typically, protected leathers are best in high traffic, heavy use situations with children and pets, while aniline leathers are best for normal use. Any leather will develop its own characteristics as it ages, including wrinkling and absorbing skin oils; this is expected and should be considered part of the character of leather.

What is Broyhill Furniture's position on "after sale fabric treatments"?
Any application of chemical treatments void the Broyhill warranty. The leather tanneries that supply Broyhill will not warrant covers that have been treated with any type of coating by other parties.


Office Furniture

I have seen office chairs with the Broyhill name. Do you manufacture these chairs?
These chairs are made by True Seating under a license agreement to use our brand name and logo. For more information regarding these chairs or where they can be purchased, please call True Seating at 714 368-7464. For service questions contact service@trueseating.com


Parts

What parts are available for Broyhill wood furniture?
Generally, parts are available as long as an item is in the Broyhill line and usually for a year after it is discontinued. Parts are available through the authorized Broyhill dealer. There are limited parts available for wood products; usually hardware (knobs, handles, assembly hardware, shelf clips, etc.) drawer guides and stops, levelers, touch up markers and floor guides. For some items, and depending on construction, tops and legs may be available as parts. Shipping costs to consumer addresses are the responsibility of the consumer.

What parts are available for Broyhill upholstered furniture?
Parts available for upholstery products include throw pillows, cushion cores, legs for exposed wood frames and various fabric components used to upholster the item. Most items for upholstery products are not consumer-replaceable. Shipping costs to consumer addresses are the responsibility of the consumer.


Privacy/Contact Information

If I give Broyhill my contact information by completing forms on the web site, how do I know that you will not sell my contact information to other companies?
We do not sell your contact information to other companies. We ask for this information to determine which dealers are in your area, how to reach you to answer questions or to support warranty claims.


Product Defects/Warranty Claims

There is problem with my new furniture. What should I do?
Contact the Broyhill dealer where you purchased the furniture. Be sure to have all documents relating to the purchase when contacting the dealer. If you have a question about warranty coverage, click here for warranty information.

My local retailer has not resolved my concern. What should I do next?
You can email your concern and the details of your purchase to the Broyhill Consumer Center for review. A consumer agent will contact you with a response and suggested resolution.

My furniture needs warranty repair, but the dealer says I am responsible for the labor charges. Why?
The Broyhill warranty covers labor charges for any repair during the first year after delivery. Labor charges for repairs after one year - even for warranted parts replacement - is the purchaser's responsibility.


Product Information

Can I get catalogs of Broyhill furniture?
Currently, printed catalogs for consumers are not available. All products are shown on the Broyhill web site with details on construction and pricing guidelines.


Product Pricing

There are prices shown on your web site that are different than my local dealer's prices. Why?
Broyhill shows a national average price to help consumers see if our products fit their furniture budget as well as make cost comparisons as they shop. The price shown is a suggestion only. Broyhill does not set a dealer's pricing policy; each dealer sets prices to cover the cost of overhead for buildings, equipment and personnel, plus a profit. The marketplace and careful shoppers will determine if they are offering a value to consumers.


Warranty

My furniture was replaced under warranty; does the warranty start over with delivery of the replacement?
No. All warranty considerations date from delivery of the original purchase.

I purchased an item "as is" from an authorized dealer. Is it covered by the product warranty?
No. Products sold by a dealer "as is" or from a dealer's clearance center (or similar wording) are not considered to be in factory delivered condition and do not carry the new product warranty.

What is required to order parts or receive warranty purchase.
A copy of your retail sales receipt (proof of purchase) showing the date of purchase is required to verify warranty status. You should keep all documents relating to the purchase with your important documents.


Wood Furniture

How do I care for my wood furniture?
The finish on Broyhill wood furniture is lacquer-based. Unlike laminates or polyurethane finishes, lacquer finishes are subject to damage by excessive amounts of moisture, heat or by contact with oil-based products like certain types of placemats, rubberized feet on appliances, etc. Proper care of your lacquer finished furniture will insure years of service. The lacquer finish is hardened and does not require any polish or wax to maintain its sheen. You only need to dust regularly by wiping the surface to be cleaned with a slightly damp cotton cloth and drying immediately with a soft dry cotton cloth to remove all moisture.

What are the measurements for difference size mattresses?
Measurements may vary by manufacturer or type but average sizes are: Twin size is 38" wide by 74" long; Full size is 53" wide by 74" long; Queen size is 60" wide by 79" long; King size is 76" wide by 79" long; California King size is 72" wide by 83" long (narrower but longer than king size).

What does "veneer" mean?
Veneer is a thin slice of wood used on the face to the furniture to achieve a specific look for that surface.

Why won't a dealer sell me just the table or chairs in a discontinued dining room set?
The dealer would not want to break up a set if individual pieces could not be replaced.

How do I remove the drawers from my dresser or chest?
There are several drawer guide styles, but the most common one - especially on furniture made more than a few years ago - uses a single track under the center of the drawer. To remove the drawer, pull the drawer out until it stops. Now there are two possibilities. 1. Look under the bottom edge to see if you can see (or feel) either a white 'half moon' stop or a white plastic lever. If you find these, they can be depressed so the drawer can come the rest of the way out. To re-install the drawer, engage the guide on the bottom of the drawer with the guide in the dresser and push the drawer back into the case. You will probably feel some resistance as the drawer passes over the detent. 2. If you don't see any white detent part, grasp the drawer with a hand on each side of the side panels of the drawer close to the front of the case and give it a sharp pull. It should pass over a friction detent and come out of the case. Re-install as above. If your drawer has side guides rather than the center guide, please contact the Broyhill Consumer Center.

The doors on my furniture don't line up. What can I do?
Furniture with doors usually include levelers in the feet of the piece. They can be used to level the piece so doors will line up and operate smoothly. Contact your Broyhill dealer for assistance.

How can I prevent my wood furniture from drying or being damaged by the sun?
It is best to keep furniture out of the sun as much as possible. The wood used in furniture is brought to a specific moisture content before manufacturing and the lacquer finish keeps the wood in the proper range. However, extremely dry or moist climates can cause the wood to contract or swell slightly as the moisture content changes. This is most noticeable on solid wood pieces.

What cleaning product can I use to remove packing tape residue from the glass parts of my furniture?
The packing tape residue can be removed by mineral spirits or glass cleaners.

How do I correct small scratches, dents, chips or splits?
Minor damage such as scratches can be touched up with furniture touch up markers available at home improvement stores. Always start with a lighter color than the surface finish and add color, wiping away excess between applications. For dents, chips or splits, contact your local Broyhill dealer to recommend a furniture repair technician.

Can I put hot dishes or wet glasses directly on my wood furniture? Will wetness affect the finish?
No; we recommend always using pads or trivets under hot items and coasters under wet items to protect the finish. Lacquer finishes can be damaged by heat and moisture.

Can I use vinyl placemats or table coverings on my wood furniture?
No; plasticizers in plastic and rubber can react with and dissolve lacquer finishes. These plasticizers are also found in the feet of appliances and toys prolonged contact can ruin the fine furniture finish.

What should I do if my furniture is damaged by alcohol, nail polish, cigarette burns or watermarks?
We do not recommend you attempt these types of repairs; contact your local Broyhill dealer to recommend a furniture repair technician.

What can be done for cracking or "checking" wood finishes?
Extreme changes in temperature and humidity, over-exposure to sunlight or aging or the furniture can cause cracking. These usually cannot be reversed and should be considered as adding character to furniture.

How do I know if the wood on a piece of furniture is solid or veneer?
The catalog pages at the local Broyhill authorized dealer should describe the construction of the piece. If veneer is used, it is usually found on flat panels such as tops, door fronts, shelves and side panels, while legs, moldings and structural components are usually solid.

What if I want to polish or wax my furniture?
While not necessary, if desired, use a non-silicone polish such as Guardsman once every few months, by spraying onto a clean cotton cloth and wiping onto the furniture, then buff with a clean, dry cotton cloth. Note that a polish may make a low sheen finish take on a different look.

Will skin oils affect the finish of my wood furniture?
Yes. An accumulation of skin oils, for example at seating positions around a dining table, can cause the finish to seem sticky. Usually, wiping the area with a clean cotton cloth dampened with mineral spirits will remove the stickiness and does not harm the lacquer finish; buff with a clean cotton cloth. If too great an accumulation, the finish may be damaged, requiring professional assistance to repair.