Torn upholstery and mattress dips logged as claims
A dresser arrives with a cracked top, or a mattress sags after eight months. The customer reaches someone calm on the first call, sends photos by text, and your claim to the maker has everything it needs.
A piece arrives damaged or wrong, or a customer reports a defect, sag or broken mechanism.
Takes the details the maker asks for, texts a photo link, puts damage at delivery through to customer care.
A complete claim with photos, tag numbers and dates, ready to file with the maker.
How it works
- Listens first
Lets the customer say what happened. A cracked top on delivery day is upsetting, and it says so before asking anything.
- Finds the order
By name, order or phone number, and confirms which piece and when it was delivered.
- Asks what the maker needs
For a mattress: the law tag details, the foundation it's on, and the depth of the dip measured with a straight edge. For a recliner: which mechanism and what it does.
- Texts for photos
A link for photos of the damage, the tag and the whole piece. They attach to the claim.
- Explains the next step
Your warranty terms, read as written: who inspects, how long the maker takes to reply, and what happens after.
- Hands off delivery damage
A damaged or wrong piece on delivery day is warm-transferred to customer care with a short summary, so a fix is arranged on the call.
Example call
- CustomerWe bought a mattress from you in the fall and there's already a dip on my side. Is that covered?
- AI agentI'm sorry, that's frustrating after spending good money on it. Can I have the name on the order?
- CustomerLeblanc. The Aurora Plush, queen.
- AI agentFound it, delivered October 3. Is it on the base you bought with it, and roughly how deep is the dip?
- CustomerSame base. Maybe an inch and a half.
- AI agentThanks. Here's how the maker's warranty works: dips deeper than one and a half inches with the mattress on proper support are covered, after an inspection. I'll text you a link for photos of the dip with a ruler across it, and the white tag at the corner.
- CustomerOkay, I can do that tonight.
- AI agentGreat. Once those come in, Jacques in warranty will file it with the maker and call you about the inspection.
After the call: A claim opens on the Leblanc order with the model, delivery date, base and the dip depth. Photos arrived that evening, and Jacques has it in his warranty queue ready to send to the maker.
What your team gets
- Claims with the order, model, dates and the customer's own description
- Photos of the damage and tags attached before anyone calls back
- Delivery-day damage put through to customer care live
- Your warranty terms read the same way on every call
- A warranty queue sorted by how long each claim has waited
Questions
Will it approve a warranty claim?
No. It takes the claim and explains the steps. Approval comes from the maker or your warranty team.
What about a piece damaged at delivery?
It puts the customer through to customer care during open hours. After hours it takes the claim and photos and flags it for first thing in the morning.
Does it know each maker's rules?
Yes, from the terms you load: sag depth, inspection steps, and what voids a claim, like the wrong foundation.
Can it handle comfort exchanges?
It explains your comfort exchange window and fees as written, and books the swap on the delivery route.
Hear it on your phone
Request a demo call and the agent phones you, set up for furniture and mattress stores like yours.