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Extended Customer Service Response Times

Extended Customer Service Response Times | Monroe & Kent Home

Monroe & Kent Home is a small (five team members) family business.

We pride ourselves on providing exceptional customer service, however the last 12 months have proven extremely challenging as COVID-19 has created substantial disruption within our business and every home furnishings business.

Our priority is to get our customers their orders as swiftly as possible and without damage.

Typical lead times are four to six weeks for in-stock items and up to six months for custom items, however, our team caution that these dates are fluid based on the potential for material shortages, factory labor shortages and trucking delays.

Our team is experiencing a higher than normal number of inquiries both via phone and email.

We take responding to these promptly very seriously, however please understand that we manage all inquiries in the order that they are received to ensure all of our customers are treated fairly.

If you call our service center, a member of the team will take your information and open a case. We aim to respond within a couple of hours, but depending on the complexity of your inquiry, and if we have to trace your order through our freight partners, it may take two business days to get back to you with an update.

Similarly, if you email your inquiry, we will acknowledge receipt, but again, it can take up to two business days to get back to you with an update.

We are hopeful as the year progresses that supply chain issues will ease to allow us to get back to the excellent level of service that we are known for, but please understand, we are just as eager to get your order to you as you are to receive it - sometimes it may take a couple of days to get you the update you need.

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