CORT Furniture Customer Service — Professional Field Guide

Overview of CORT customer service scope

CORT serves two distinct markets: consumer retail (one-time purchases and rentals) and commercial accounts (relocation, staging, corporate housing). Customer-service responsibilities therefore include order intake, inventory confirmation, delivery scheduling, in-home assembly, damage claims, and post-delivery follow-up. Expect the service team to coordinate with warehouse operations, route logistics, and local showrooms to resolve issues end-to-end.

Because CORT operates both rental and sales channels, policies differ by product type. Rental items are managed on recurring billing cycles with different liability and wear policies than sold merchandise. When you contact CORT support, first identify whether your order is a rental contract, a retail purchase, or a corporate account — that single data point shortens resolution time by 30–50% in experienced operations teams.

Best ways to contact and what to prepare

Primary entry points: the public website (https://www.cort.com) for account and order lookup, the customer-service phone line listed on your invoice or confirmation email, and the local showroom for in-person coordination. If you don’t have a showroom close by, use the website’s “Find a Location” tool to get the exact address and phone for your market; local teams often have same‑day or next‑day availability if inventory is nearby.

To expedite any call or email, have these items ready: order number (e.g., ORD-00012345), rental contract ID if applicable, delivery or move-in date, SKU or product name, photos of damage or assembly issues, and a preferred resolution (refund, replacement, or repair). Being prepared typically cuts handling time from 20–60 minutes to under 10 minutes for routine issues.

Service levels: delivery, assembly, fees and timelines

Typical delivery windows vary by region and product. In large metro areas you can often secure next‑day curbside delivery for in‑stock items; in suburban/rural markets lead times commonly range from 3–14 days. For rental programs tied to move-in dates (corporate housing or relocation), CORT offers scheduled delivery windows and will assign a delivery coordinator to match a specific appointment hour when booked at least 7–10 days in advance.

Fees you should expect to see (ranges based on market averages): delivery charges $79–$199 per shipment, white‑glove in‑home delivery and assembly $89–$250 depending on complexity, and refundable security deposits for some rental programs $150–$500. Example retail prices (illustrative): a three‑seat sofa $799–$1,499; a basic bedroom package $299–$699 per item. Always check the invoice breakdown — the line items show whether assembly and haul-away are included.

Warranty, returns, and damage claims process

Inspect all delivered items immediately and report visible damage within 48 hours whenever possible. For the fastest resolution: photograph the damaged area, note packaging condition, and open a claim via your online account or by emailing attachments to the service contact on your confirmation. Typical corporate SLA after claim submission: acknowledgement within 24 business hours and a proposed resolution (credit, replacement, or repair appointment) within 3–7 business days.

Return windows differ for rentals versus purchases. Rental contracts commonly allow exchanges or replacement items during the contract term (fees may apply); retail purchases often have a 7–30 day window for returns depending on the product category. If you suspect latent defects (structural, not cosmetic), request an inspection — structural issues often require factory review and can take 7–21 days for a final decision.

Escalation, corporate accounts, and performance metrics

If frontline support does not resolve your issue, escalate formally: ask for the local operations manager, then the regional customer-service manager, and finally the corporate customer-experience team. Document every contact with date, time, agent name, and reference number; that audit trail shortens escalations and is required for formal dispute resolution. Where available, request a written action plan with deadlines — this converts informal promises into measurable commitments.

For businesses managing large moves or staging projects, CORT offers account management services with volume pricing, dedicated logistics coordinators, and consolidated invoicing. Contracts commonly run 3–12 months with negotiated rates based on unit counts (example tier: 50–200 units). When evaluating performance, monitor on-time delivery percentage (target 95%+), damage/return rate (industry benchmark <3%), and first-contact resolution rate (target 80%+).

Common issues and practical resolution steps

• Missed delivery: Confirm appointment window, get driver name/manifest, ask for next available slot and request a delivery priority if it impacts move-in dates.
• Assembly errors or missing parts: Photograph missing/incorrect pieces, request part numbers from the delivery ticket, escalate to parts department; typical parts fulfillment is 3–7 days.
• Damage on arrival: Photograph, keep packaging, open a damage claim within 48 hours, and request either a repair appointment or replacement depending on severity.
• Billing discrepancies: Compare invoice to contract line items, request an itemized billing statement, and file a billing dispute — expect resolution in 7–10 business days after investigation.

Practical tips to get faster, better outcomes

Always capture photos and keep paperwork — it’s the single most effective thing customers can do to shorten processing times. When you call, lead with the order ID and a one‑sentence summary of the resolution you want (e.g., “I need a replacement couch delivered within 3 business days”) — that focuses agents on solutions, not troubleshooting history.

Finally, for persistent service failures, use formal channels: file an online complaint through the retailer portal, request a written escalation, and, if needed, submit a complaint to consumer protection (state agency or BBB) with your documented timeline. Having a clear, documented escalation path gets attention from senior operations and typically results in faster closure.

Does Warren Buffett own Cort furniture?

Warren Buffett buys CORT and CORT becomes a Berkshire Hathaway Company.

What is the return policy for all brands furniture?

We offer a limited 30 day money back guarantee. All exchanges/returns must be pre-approved by our Returns Department and you must obtain a return authorization number and return instructions before shipping items back. You can request a return authorization online via your AllBrands Account .

Can I sell my furniture to CORT?

Does CORT offer furniture consignment / will you purchase my furniture? No, we do not offer furniture consignment. All our furnishings are CORT Certified™ so you can purchase with confidence. This is our commitment to be your trusted source for high-quality, durable furnishings at an incredible value.

What is the Cort furniture policy?

If you are not satisfied with your purchase at CORT Furniture Clearance Center, return it within 14 days for a refund. A proof of purchase/receipt is required for returns. To return your furniture, please call the number on your sales receipt. For directions to our local distribution center to return the furniture.

What is the Cort Furniture customer protection plan?

CORT offers a Customer Protection Plan that covers you from damage or loss due to fire, flood, tornado and earthquake. It does not cover damage or loss caused by theft, disappearance, gross negligence, misuse or abuse (including damage by cigar or cigarette burns and pets).

Who owns Cort Furniture rental?

Warren Buffett’s Berkshire Hathaway acquired Cort, a furniture-rental company, in 2000. Cort CEO Jeff Pederson trumpeted Berkshire’s ownership as a key advantage over rivals. Pederson explained how Cort mitigated the pandemic’s impact, and how it’s dealing with inflation.