South Shore Furniture — Expert Guide to Customer Service, Claims, and After-Sales Support

Overview: Who to contact and what to expect

South Shore Furniture is a large Canadian furniture manufacturer whose products are sold through national and independent retailers (for example Walmart, Wayfair, Amazon and regional furniture chains). For accurate, manufacturer-level support start at the official site (www.southshorefurniture.com) and use the “Customer Service / Support” or “Replacement Parts” pages. Retailer return rules and timelines vary; South Shore’s role is primarily warranty fulfillment and parts supply rather than in-store returns.

Typical response behavior you should expect: an initial acknowledgement of a parts or warranty request within 48–72 hours, a parts quote or repair plan within 5–10 business days, and full resolution (parts delivered or replacement approved) within 2–4 weeks depending on the complexity and shipping. For safety issues or recalls, timelines accelerate: manufacturers generally notify retailers and regulators within 7 days and coordinate remedies within 30 days.

Before you call: documentation, photos, and time-savers

Prepare the following information to speed any interaction with South Shore or your retailer: order number/retailer invoice, product SKU (on packing slip or instruction manual), date of purchase, proof of purchase (receipt or credit-card statement), a clear photo of the defect/damaged piece, and a short video of any functional problem (e.g., drawer not sliding or crib slat movement). Having the instruction manual open to the exploded parts diagram is especially helpful—South Shore uses cam-locks, wooden dowels, metal drawer slides (ball-bearing or roller), and numbered panels; identifying the part number cuts handling time in half.

Useful checklist to have ready (bring these to a call or upload to the support form):

• Order number, retailer name, and date of purchase (required for warranty validation)
• SKU or model name (from carton or instruction sheet) and serial number if present
• High-resolution photos from three angles + one close-up of the defect
• Assembly status (unassembled/partially assembled/fully assembled) and tools used
• Shipping preferences and a contact telephone number with best-call times

Warranty, returns and common timelines

South Shore’s warranty handling is typically structured around two main scenarios: (A) manufacturing defects and (B) normal wear or accidental damage. Manufacturing defects (split or broken panels, missing hardware, incorrect parts) usually qualify for free replacement parts or full-item replacement if reported within the warranty window and supported by proof of purchase. For many mass-market bedroom and living-room lines, customers typically see resolution within 14 days for parts delivery; larger replacements can take 2–8 weeks due to shipping and dealer coordination.

Returns through the retailer follow the retailer’s return policy (for example many big-box stores offer 30–90 day return windows). If a product was damaged in transit, document and refuse delivery when possible and contact the retailer immediately—this avoids restocking fees or a required return shipment. When South Shore provides parts only, expect typical part costs between CAD/USD 5–60 for small hardware and CAD/USD 30–250 for larger replacement panels or drawer kits; shipping and handling often add CAD/USD 8–40 depending on weight and courier.

How South Shore processes a claim — step-by-step

Understanding the standard internal flow helps you escalate efficiently. Typical process steps are: intake → assessment → approval → fulfillment. Intake means the retailer or consumer submits the claim via online form or email with photos. Assessment is a technical review by South Shore’s service team to verify the defect and warranty status. Approval issues a parts list or RMA (return merchandise authorization). Fulfillment arranges shipment of parts or coordinates a replacement with the retailer or logistics partner.

If a claim gets delayed, escalate using this pathway: 1) confirm submission ID or case number, 2) follow up with new photos and shipping preferences, 3) ask for a timeline and manager contact if no reply in 72 hours. Typical escalation resolution windows are 7–14 days; documenting every exchange with timestamps accelerates this process.

Assembly support, DIY repairs, and technician service

South Shore products are engineered for flat-pack distribution and consumer assembly using standard fasteners: Phillips screws, cam-locks, wooden dowels, plastic connectors, and metal slides. Average assembly times by item: bookcases/shelves 20–45 minutes, nightstands 30–60 minutes, 6-drawer dressers 60–120 minutes, cribs 60–120 minutes. Basic tools required: #2 Phillips screwdriver, rubber mallet, adjustable wrench, and sometimes a power screwdriver on low torque setting (avoid over-tightening cam-locks).

The manufacturer will usually supply replacement hardware free under warranty, but many consumers choose to buy commonly used parts (cam-locks, 5–8 mm dowels, standard drawer slide kits) locally to repair the item immediately. For in-home technical service (on-site technician), expect additional charges unless the warranty specifically covers labor; hourly rates in North America commonly run CAD/USD 60–120 per hour when service is not covered.

Recalls, safety and end-of-life support

Furniture manufacturers including South Shore participate in regulatory recall processes when safety risks are identified. Always check authoritative sources (recall.gov in the U.S., recalls-rappels.canada.ca in Canada) and the company website if you suspect a safety issue. If a recall affects a product you own, follow the published remedy immediately—remedies can include replacement parts, repair instructions, or full refunds.

For end-of-life disposal or recycling, South Shore and many retailers encourage recycling wood and metal components instead of curbside bulk waste. Disassemble hardware, sort metal from composite wood, and check local municipal recycling rules. Some large retailers offer take-back or haul-away services for a fee (commonly CAD/USD 30–150 depending on volume and distance).

Where to find help right now

Start at the official site: www.southshorefurniture.com. Use the support/contact form, the replacement parts request, or the dealer locator to identify your retailer. When you contact a retailer first for returns, have the item’s SKU and purchase documentation handy. If you need manufacturer-level warranty service, request an RMA or case number and keep copies of all correspondence until the issue is fully resolved.

Following the documentation and escalation steps above will cut average resolution time in half and increase the chance of a no-cost repair or parts shipment. Accurate photos, clear assembly status, and the retailer invoice are the single most effective data points for fast customer-service outcomes.

How do I contact South Shore Furniture?

Call 1-800-290-0465
Chat with us online by clicking on the envelope at the bottom of the webpage. Write us an email.

How do I contact the inside furniture?

If you have a question about your order, your swatches, the assortment, or anything else on your mind, we’re here for you! Email us at [email protected] and we will get back to you as soon as possible. Feel free to check out our FAQ anytime. Sign-up using the above link, or connect with us at [email protected].

How do I contact Ashley Furniture customer service?

You may also, call Customer Care at 866-436-3393.

What is the return policy for South Shore Furniture?

You have 30 days from the moment you receive your items to get them back to us and be refunded. The products must be in their original condition. To initiate the return process, please contact our customer service agents directly by phone, by chat or by email from the “Contact” section.

How do I contact Living Spaces Furniture?

(877) 266-7300
Call our Guest Services team at (877) 266-7300.

Who makes South Shore furniture?

Canadian Owned: Yes
South Shore Furniture was founded in 1940 by Eugene Laflamme who after losing his job as a journalist bought a small factory. Despite setbacks such as two factory fires, Eugene did not give up and made the company a success. Today, the company is still owned by the Laflamme family.