WARRANTY & SERVICE

For warranty questions and service requests, please send the information listed below to service@thorntonfurniture.com:

Name(s) under which the item was purchased
Detailed description of the issue
Multiple pictures of the issue from various angles and distances
Clear picture showing the entire piece

NOTE: For La-Z-Boy products, we need the “ACK/LINE/ITEM” number located on a tag under the footrest (for reclining products) and/or attached to the underneath side of the piece. A clear picture of the tag is ideal. A sample of a La-Z-Boy product tag is shown below:

After reviewing your submission, a member of our service team will respond promptly.

PREPPING YOUR ITEM FOR SERVICE

If dropping the item off at our warehouse:

Call 270.842.0379 in advance and schedule a drop off date and time with our warehouse staff. An appointment is required for drop-offs and pick-ups.
Make sure the item is clean. Vacuum upholstered items, including those hard to reach areas between arms and seat cushions, inside backs, etc., removing pet hair, loose items, remotes, food, and other debris. For items with reclining mechanisms, vacuum the underneath side as well.

If we are picking the item up:

We will schedule pick-up with our delivery team, calling in advance with a date and two hourtime slot.
Make sure the item is clean. Vacuum upholstered items, including those hard to reach areas between arms and seat cushions, inside backs, etc., removing pet hair, loose items, remotes, food, and other debris. For items with reclining mechanisms, vacuum the underneath side as well.

Service Inquiry

Name: *

Email Address: *

Phone: *

Address (Street, City, State) *

Order Number:

Name of Product or Item: *

Please describe your concern. In order to expedite this process please provide a complete description

In order to submit and inquiry, please upload the following photos (no larger than 2MB each) for review. 1. Close proximity; close-up of the concern. (Size Limit: 1MB)

Choose file

Medium Proximity; One step back from the area of reported concern. (Size Limit: 1MB)

Choose file

Long Range proximity; A photo of the entire piece. (Size Limit: 1MB)

Choose file

Manufacturer Tags; A photo of any tags that can identify the piece (if available) (Size Limit: 1MB) ( For La-Z-Boy products, we need the “ACK/LINE/ITEM” number located on a tag under the footrest (for reclining products) and/or attached to the underneath side of the piece)

Choose file