Today, the furniture repairman came out to see what was wrong with my new sofa and loveseat. I had them for two days and noticed that the left side sagged on both, and the sofa's recline mechanism made a grinding sound.
The repairman looked at the loveseat and found a broken wheel, a bent mechanism, and a broken drawer. The sofa had a broken wheel, but the mechanism was not bent. He said replacing the mechanism is an easy job, but since the loveseat has a broken wheel, a bent mechanism, and a broken drawer, the store may just opt to replace the entire loveseat. He will talk to the manager this afternoon and contact me to let me know if it will be repaired or replaced.
I questioned why the damage on two different pieces is on the left side of each. He said it clearly happened during shipping. In the truck, they stand the furniture on end to save space. They are not designed to be in that position, especially not during transport. But it is a standard practice.
OK, if their policy causes damage and they need to pay for warranty repairs or replacements, maybe they should reconsider their policy? Maybe they don't get much breakage during shipping, and I am just the lucky one to get two broken pieces. Maybe instead of installing plastic rollers in the mechanism, hardened steel would be a better option.
Oh well. <sigh>